Project Report

On
Consumer preference towards
financial services of ICICI Bank

For the Partial Fulfillment of MBA

(F.T) Degree
Of

Barkatullah University,
Bhopal
By
Santosh Pachauri
(MBA IV Semester)

Under the Supervison

of
Nitin Bhavsar

TIT-MBA, Bhopal

Technocrats Institute of
Technology-Engineering
Bhopal
2010
 CERTIFICATE

This is to certify that Mr. Santosh Pachauri

has completed his project work on the subject
entitled Consumer preference towards
financial services of ICICI Bank which is
based on the survey undertaken by him.

The project report is completed by the

candidate under my supervision. It is an
original, unaided research study completed
under my supervision to meet the partial
requirement of the MBA (F.T) Degree of the
Barkatullah University, Bhopal.

Date:-

Forwarded
Nitin
Bhavsar

Supervisor
 Declaration

I Santosh Pachauri Student of M.B.A Fourth

Semester of Technocrats Institute of
Technology, Engg, Bhopal hereby declare that
the project Report entitled Consumer
preference towards financial services of ICICI
Bank Is my own original work based on the
survey undertaken by me. I also declare that
this report has been submitted to Barkatullah
University for the award of any degree or any
professional diploma.

Date:-

Santosh Pachauri
MBA IV
Semester
 CONTENTS

Chapter I : Introduction of the topic and brief profile of the

Organisation.

Chapter II : Objective of the study and research Methodology.

Chapter III : Presentation of Tabulated Data and Analysis.

Chapter IV : Main findings/Suggestions /Recommendations.

Chapter V : Summary and Conclusion

Bibliography

Annexure
 Chapter -1
Introduction of the topic
And
Brief profile of the Organisation.

• Indian Banking Industry

• The Reserve Bank of India main

functions
 INTRODUCTION

Indian Banking Industry:

Banking in India has its origin as early as the Vedic period. It is believed that the
transition from money lending to banking must have occurred even before Manu, the
great Hindu juries, why has devoted a section of his work to deposits and advances and
laid down rules relating to rates of interest. During the mogul period, the indigenous
bankers played a very important role in lending money and financing foreign trade and
commerce. During the days of the East Indian Company, it was the turn of two agency
house to carry on the banking business.

The general bank of India was the first joint stock Bank to be established in year 1786.
The others which followed were the bank of Hindustan and the Bengal Bank. The bank
of Hindustan is reported to have continued till 1906 while the other two in established
three banks: the bank of Bengal in 1809, the bank of Bombay in 1840, and the bank of
Madras in 1843. These three banks also known as presidency banks were independent
units and functioned well. These three banks were amalgamated in 1920 and new bank,
the Imperial Bank of India was established on 27th January 1927, with the passing of the
State Bank of India act in 1955 the undertaking of the imperial bank of India was taken
over by the newly constituted state bank of India.

The Reserve Bank which is the central bank was created in 1935 by passing Reserve
Bank of Indian act 1934 in the wake of the Swedish movement, number of bank with
Indian management were established in the country namely, Punjab National Bank Ltd,
Bank of India Ltd, Canara Bank Ltd, the Bank of Baroda ltd, the Central Bank of India
Ltd. On July 19, 1969, 14 major banks of the country were nationalized and in 15 th
April 1980 six more commercial private sector banks were also taken over by the
government.

Today the commercial banking system in India may be distinguished into:

• Public sector banks

• Private sector banks
• Co-operative sector
• Development banks
• Foreign bank

Public sector banks:

1. State bank of the India and associates banks called the state bank groups.
2. 20 Nationalized banks.
3. Regional rural banks mainly sponsored by public sector banks.
Private sector banks:

1. Old generation private banks

2. New generation private banks
3. Foreign banks in India
4. scheduled co-operative banks
5. Non-scheduled banks.

Co-operative banks:

1. State co-operative banks

2. Central co-operative banks
3. Primary agricultural societies
4. Land development banks
5. Urban co-operative banks.
6. Primary agriculture development
7. State land development banks

Development banks:

1. Industrial Finance corporation of India

2. Industrial development bank of India
3. Industrial credit and Investment Corporation of India
4. Industrial investment bank of India.
5. Small industrial development bank of India.
6. SCICI Ltd
7. National bank for agricultural and rural development.
8. Export import bank of India
9. National housing bank.
10. Housing development and Finance Corporation.

Foreign Bank:

1. City banks
2. HSBC
3. ABN-Amro
4. Standard charted
5. Others.

The Reserve Bank of India

The Reserve Bank of India Acts as centralized body monitoring and discrepancies and
short coming in the system it is the for most monitoring in the Indian financial sector
the nationalized bank (that is government owned banks) continued to dominate India
bank arena.

Industry estimates indicate that out of 274 commercial banks operating in India 223
banks are in public sector and 51 are in private sector. The private sector banks grid
also includes 24 foreign banks that have started their operation here.

Under the admit nationalized bank come the specialized bank institutions. These co-
operatives, rural banks focus on area of agriculture rural development etc. unlike
commercial banks these co-operative banks do not lend on the basis of prime lending
rate. They also have various tax scope because of their holding pattern and leading
structure and hence have a lower word this enables than to give marginally higher
percentage on saving deposit.

Many of these co-operative banks diversified into specialized areas like car finance,
housing loans, truck finance etc. in order to keep a pace with the public sector and
private counter parts the co-operative banks too have invested heavily in information
technology to offer high computerized banking services to its clients.

Main functions:-

1. Monitory Authority:

• Formulates implements and monitors and monetary policy.

• Objectives maintaining price stability and ensuring adequate flow of
credit to productive sectors.

2. Regulating and supervisor of the financial system:

• Prescribes board parameters of banking operations within which the
country’s banking and financial public functions.
• Objectives: maintain public confidences in the system protect depositor’s
interest and provide cost-effective banking services to the public.
 3. Manger of exchange control
• Manages the foreign exchange management Act-1999.
• Objective: To facilitate external trade and payment promote orderly
development and maintenance of foreign exchange market in India.

4. Issuer of currency
• Issues and exchanges or destroys currency and coins not fit for circulation.
• Objective: To give the public adequate quantity of supplies of currency notes
and coins in good quality.

5. Development Role:
• Bankers to the government: Performs merchant banking functions for the central
and state government: also acts as their banker. Bankers to bankers: maintains
banking accounts of all scheduled banks

Meaning & definition

The Indian banking regulation act 1949,

Under section 5(b) of act the term banking and banking company is defined as –
“banking means the accepting , for the purpose of lending or investment, of deposits of
money from the public , repayable on demand or otherwise , and withdrawal by cheques
draft order or otherwise “

From Above definition it is clear that banking is an institution which mainly performs
some functions such as accepting deposits from the public for the purpose of leading or
investment and the money in repayable on demand or otherwise & also the money is
withdrawal by cheques draft & order or otherwise its main purpose is to provide money
to the needy.

Banking institutions which deals with money their business is finance, and their stock in
trade is currency & credit.
 Need for study

The term bank has become a general and popular term today because they plays a
dynamic role in our daily life. Banks have become inspirable part of modern society.
The project report entitled “A study on financial service provided by Icici bank” has
been brought out to know the performance of the branch in providing services to the
society.

• Objective of ICICI Bank

“Our objective of creating a universal bank providing end-to-end financial services,
clearly required solutions which were based on new-generation technology, offered
end-to-end functionality and were highly flexible and scalable. Finacle offered all this
and much more.

SWOT ANALYSIS:
SWOT analysis is done for a company, to find out its overall Strengths, Weaknesses,
Threats and opportunities leading to gauging the competitive potential of the company.

The SWOT Analysis enables a company to recognize its market standing and adopt
strategies accordingly. Here SWOT analysis of ICICI bank is made to understand the
positioning of the bank better

STRENGTHS
1. BRAND NAME: ICICI Bank has earned a reputation in the market for extending
quality services to the market its competitors. It has earned a strong Brand name in
banking in a very short span of time.

2. MARKET SHARE: ICICI Bank has the largest market share of 34% in the IT &
ITES industry in Hyderabad according to our survey (within the limitation of the
sample size.)

3. HUGE NETWORK: ICICI Bank has the highest number of linked branches in the
country. The bank operates through a network of 450 BRANCHES AND over 1800
ATMs across India, thus enabling them to serve customer in better way.

4. DIVERSIFIED PORTFOLIO: ICICI Bank has all the products under its belt,
which Help it to extend the relationship with existing customer. ICICI Bank has
umbrella of Products to offer their customers, if once customer has relationship with the
bank.
Some Products, which ICICI Bank is offering are:
• Retail Banking
• Business Banking
• Merchant Establishment Services (EDC Machine)
• Personal loans & Car loans
• Demat Services with E-Broking
• Mutual Fund (ICICI Bank is the Distributor of all Mutual Fund)
• Insurance
• Housing Loans

5. SALARY ACCOUNT: One very interesting thing that we have observed in our
survey is that ICICI is having an edge over other banks in case of Salary Account. Most
of the companies are having their Salary Account with ICICI even if their Current
Account is with any other Bank. This is mainly because of the huge network of ATMs
and branches of ICICI.

6. WORKING HOURS: ICICI is the only bank which is having its working hours
from 8 to 8 which is one of the major strength of ICICI Bank with respect to IT & ITES
Industry. As most of the IT & ITES companies are global players and their Parent
company is in US, so they have to work according to their office time. Thus some have
their Office time in the morning and some have it in the evening so if the working hour
of the bank is 8 to 8 it is very convenient for them.

7. TREASURY DEPARTMENT: ICICI is the only bank which is having its treasury
department especially for Hyderabad Customers. So customers can get the best rates for
foreign exchange.

8. AGGRESSIVE MARKETING: ICICI Bank is known for its aggressive marketing

of its products. Recent Endorsement of its product by AMITABH BAHCHAN proves
the same. This gives ICICI an edge over other banks.

9. TECHNOLOGY: From its inception, ICICI Bank has adopted a policy of selecting
internationally proven and specialized Packaged Systems for its technology. ICICI
Bank technology platform has been acknowledged globally as one of the best in Terms
of robustness, flexibility and cost efficiency. ICICI Bank is in a position to leverage this
platform to further build cost and service advantage.

WEAKNESS

1. TRANSACTION COST: ICICI Bank charges high cost for its transactions.
Through our data analysis we have find out that most of the small companies prefer
nationalized banks only because of this cost factor. Also the group has found out that
there are companies which are going for multi bank system i.e. they are using only
those facilities of ICICI Bank which are provided at cheaper rates (read Salary Account)
and for other services they are going to nationalize banks and MNCs (read Forex). So
there exists a huge potential for ICICI Bank if they are ready to make their transaction
cost flexible.

2. FOCUS ONLY ON HIGH END CUSTOMERS: The bank targets only the top
bracket of clients and does not cater to the needs of small customers. Due to this reason
the bank may sometimes loose good clients.

3. DEFENSIVE APPROACH IN LENDING: ICICI Bank has a defensive approach

in lending. Mainly to IT & ITES companies Bank do not provide loan as these
companies are not having collaterals so bank hesitate in giving loans to them. Because
of this policy companies prefer nationalized banks and ICICI Bank in turn sometimes
loose potential customers.

4. LITTLE PRESENCE OUTSIDE INDIA: ICICI Bank is having little presence

Outside India, because of which companies prefer MNC Bank, mainly Citibank. So if
ICICI Bank tries to emerge outside India then it has a huge potential of customers.

5. POOR CUSTOMER CARE/SERVICE: With its aggressive marketing ICICI Bank

is rapidly increasing its customer base. They are not however, increasing the number of
employees accordingly. This is leading to deterioration of the standard of customer
service.

OPPORTUNITIES

1. NEW IT & ITES COMPANIES: IT & ITES sector is on a boom in the Indian
market context, with new companies mushrooming in the market; it opens the door for
ICICI bank to capture the huge untapped market.

2. Dissatisfied Customers of Other Banks: The group from its survey and analysis of
IT companies has found out that there are many companies which are not satisfied with
its current bank, so ICICI with its superior service quality and long working hours can
capture those customers.

3. Remittances: From the analysis group has also found out that ICICI bank has very
little presence as far as the EEFC account is concerned. Companies prefer to bank with
MNCs (which have greater presence in the foreign countries) and nationalized banks
(which according to the companies provide lower transaction rates) to get their inward
remittances in spite of ICICI being providing one of the most competitive rates. So the
bank can promote its EEFC account better and get the key to the door of huge potential
market.

4. Business advising for smaller Players: The analysis has also indicated that the
concept of business advising though very popular with the higher end players is
virtually nonexistent in the lower end of the market. ICICI should take this opportunity
to provide Business advising to the smaller companies at competitive rates and try to
take the first mover advantage.
THREATS

1) Advent of MNC banks: Large numbers of MNC banks are mushrooming in the
Indian market due to the friendly policies adopted by the government. This can increase
the level of competition and prove a potential threat for the market share of ICICI bank.

2) Dissatisfied Customers: The analysis indicated that though most of the companies
are satisfied with the products offered by ICICI bank but the poor customer support/
service is creating a lot of dissatisfaction among the

Customers, this can prove to be a serious problem as far as the market reputation of the
bank is concerned and cane is a major threat in future business acquisition.

3) Ever improving nationalized banks: With PSU banks like SBI going all out to
compete with the private banks and government giving them a free hand to do so, it can
prove to be serious threat for banks like ICICI.

ICICI GROUP PROFILE

 OVERVIEW

ICICI Group 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
group companies, subsidiaries and affiliates in the areas of personal banking,
investment banking, life and general insurance, venture capital and asset management.
With a strong customer focus, the ICICI Group Companies have maintained and
enhanced their leadership position in their respective sectors.

ICICI Bank is India's second-largest bank with total assets of Rs. 3,793.01 billion (US$
75 billion) at March 31, 2009 and profit after tax Rs. 37.58 billion for the year ended
March 31, 2009. The Bank has a network of 1,451 branches and about 4,721
ATMsinIndiaandpresencein18countries.

ICICI Prudential Life Insurance Company is a 74:26 joint venture with prudential plc
(UK). It is the largest private sector life insurance company offering a comprehensive
suite of life, health and pensions products. It is also the pioneer in launching innovative
health care products like Diabetes Care Active and health Saver. The company operates
on a multi-channel platform and has a distribution strength of over 2,76,000 financial
advisors operating from more than 2000 branches spread across 1800 locations across
the country. In addition to the agency force, it also has tie-ups with various banks,
corporate agents and brokers. In fiscal 2009, ICICI Prudential attained a market share of
10.9% based on retail weighted premium and garnered a total premium of Rs 153.56
billion registering a growth of 13% and held assets of Rs. 327.88 billion as on March
31, 2009.

ICICI Lombard General Insurance Company, a joint venture with the Canada based
Fairfax Financial Holdings, is the largest private sector general insurance company. It
has a comprehensive product portfolio catering to all corporate and retail insurance
needs and is present in over 300 locations across the country. ICICI Lombard General
Insurance has achieved a market share of 27.2% among private sector general insurance
companies and an overall market share of 11.2% during fiscal 2009. The gross return
premium grew by 2.2% from Rs. 33.45 billion in fiscal 2008 to 34.20 billion in fiscal
2009.

ICICI Lombard is a 74:26 joint venture between ICICI Bank Limited, India’s second
largest bank with USD 75 billion in assets and Fairfax Financial Holdings Limited, a
Canada based USD 27 billion diversified financial services company engaged in general
insurance, reinsurance, insurance claims management and investment management.

ICICI Lombard is the largest private sector general insurance company in India with a
Gross Written Premium (GWP) of Rs. 34,198.4 million for the year ended March 31,
2009. The company presently has around 4,777 employees in 357 branches. In the
financial year ended March 31, 2009, the company issued over 4 million policies and
serviced over 33 lakh claims. The company has a claim disposal ratio of 97%
(percentage of claims) settled against claims reported as on March 31, 2009

Lombard Canada Ltd, a group company of Fairfax Financial Holdings Limited, is one
of Canada's oldest property and casualty insurers. It is a leading insurance management
company responsible for providing insurance management services for all of the
Lombard group's commercial, personal, and specialized insurance companies. Lombard
Canada Ltd. has its head office in Toronto, Canada and has annual sales in excess of
$977 million and is a wholly owned subsidiary of Fairfax Financial Holdings Limited
(FFH on Toronto Stock Exchange). It has received an A- rating from A.M. Best
Company and claims paying ability received an A+ rating from Duff & Phelps Credit
Rating Co.
ICICI Lombard has been assigned a domestic rating of iAAA by ICRA (an associate of
Moody’s Investors Service) for highest claim paying ability and a fundamentally strong
position. ICICI Lombard allows instant policy issuance and renewal through its website
www.icicilombard.com for all retail insurance products including Car Insurance, Health
Insurance, Travel Insurance, Two Wheeler Insurance and Home Insurance. There are
multiple payment options available including internet banking, credit card, debit card
and cash card.

ICICI Lombard Auto Insurance has been rated highest in customer satisfaction by J.D.
Power Asia Pacific in India among 11 auto insurance providers. The company has been
conferred the Golden Peacock- Eco Innovation Award of 2009 for weather insurance
and the Customer and Brand Loyalty award in the “Insurance Sector - Non-Life” at the
2nd Loyalty awards, 2009. It was awarded the ‘General Insurance Company of the
Year’ at the 11th Asia Insurance Industry Awards. The company also won the NDTV
Profit Business Leadership Award 2007 and was adjudged as the most Customer
Responsive Company in the Insurance category at the Economic Times Avaya Global
Connect Customer Responsiveness Award 2006. It has the Gold Shield for “Excellence
in Financial Reporting” by the ICAI (Institute of Chartered Accountants of India) for
the year ended March 31, 2006.

ICICI Securities Ltd is the largest equity house in the country providing end-to-end
solutions (including web-based services) through the largest non-banking distribution
channel so as to fulfill all the diverse needs of retail and corporate customers. ICICI
Securities (I-Sec) has a dominant position in its core segments of its operations -
Corporate Finance including Equity Capital Markets Advisory Services, Institutional
Equities, and Retail and FinancialProductDistribution.

ICICI Securities Primary Dealership Limited is the largest Primary Dealer in

Government Securities. It is an acknowledged leader in the Indian fixed income and
money markets, with a strong franchise across the spectrum of interest rate products and
services - institutional sales and trading, resource mobilization, portfolio management
services and research. One of the first entities to be granted Primary Dealership license
by RBI, I-Sec PD has made pioneering contributions since inception to debt market
development in India. I-Sec PD is also credited with pioneering debt market research in
India. I-Sec PD has been recognized as the 'Best Domestic Bond House in India' by
Asia money every year from 2002 to 2007 and selected as 'Best Bond House' by
Financeasia.com for the years - 2001, 2004 to 2007 and 2009."
 • ICICI PRUDENTIAL ASSET MANAGEMENT
COMPANY:

ICICI Prudential Asset Management is the third largest mutual fund with average asset
under management of Rs. 514.33 billion and a market share of 10.43% as on March 31,
2009. The Company manages a comprehensive range of mutual fund schemes and
portfolio management services to meet the varying investment needs of its investor’s
through162 branches and 185 CAMS official point of transaction acceptance spread
across the country.

ICICI Venture is one of the largest and most successful private equity firms in India
with funds under management in excess of USD 2 billion. ICICI Venture, over the
years has built an enviable portfolio of companies across sectors including Life
Sciences, Information Technology, Media, Manufacturing, Retail, Financial Services,
and Real Estate thereby building sustainable value. It has several “firsts” to its credit in
the Indian Private Equity industry. Amongst them are India’s first leveraged buyout
(Info media), the first real estate investment (Cyber Gateway), the first mezzanine
financing for a acquisition (Arch Pharma labs), the first ‘royalty-based’ structured deal
in Pharma Research & Development (Dr Reddy’s Laboratories - JV) and the first fund
level secondary transaction (Coller Capital).

The team at ICICI Venture is a mix of investment professionals, entrepreneurs, industry

professionals, and structured finance professionals. The complementary strengths of
the various team members ensures not only the best deal sourcing and the most
optimum structuring but also the ability to add significant value to the portfolio
companies.

ICICI Venture has the largest team strength amongst all private equity firms in India. In
addition, what makes the team unique is the presence of in-house legal, finance,
compliance and risk departments. The management team at ICICI Venture has the
experience of executing large and complex transactions, structuring innovative deals
and creating new investment landscapes through each of its investments.

• Vision & values if Icici venture:

Vision:
  Icici venture shapes the investment land scape by being the first mover and by
channelizing all requisite resource to create new economic opportunities
 Icici venture partners and nurtures enterprises across stages sectors and
geographies it build the winner of tomorrow
 Icici venture maximizes returns by leveraging its unique position, strengths and
innovative skills

They live this vision every moment and have the power and
the passion to make it happen.

Values:

• • Integrity

• • Excellence

• • Trust

• • Respect for all

• • Enterprise

• • Ownership

• • Enduring Relationship
•

The long journey of 55 years has had several milestones………………

• 1955: The Industrial Credit and Investment Corporation of India Limited

(ICICI) Incorporated at the initiative of the World Bank, the Government of
India Representatives of Indian industry, With the objective of creating a
development Financial institution for providing medium-term and long-term
project financing to Indian businesses. Mr.A.Ramaswami Mudaliar elected as
the first Chairman of ICICI Limited.

• 1956: ICICI declared its first dividend of 3.5%.

• 1958:Mr.G.L.Mehta appointed the second Chairman of ICICI Ltd.
 • 1960: ICICI building at 163, Backbay Reclamation, inaugurated
• 1961: The first West German loan of DM 5 million from Kredianstalt obtained
• 1967: ICICI made its first debenture issue for Rs.6 crore, which was
oversubscribed
• 1969: The first two regional offices in Calcutta and Madras set up.
• 1972: The second entity in India to set up merchant banking services.
• 1977: ICICI sponsored the formation of Housing Development Finance
Corporation.
• 1978:Mr. James Raj appointed the fourth Chairman of ICICI.
• 1979:Mr.Siddharth Mehta appointed the fifth Chairman of ICICI.

• 1982: ICICI became the first ever Indian borrower to raise European Currency
Units. ICICI commences leasing business.

• 1984:Mr. S. Nadkarni appointed the sixth Chairman of ICICI.

• 1985: Mr. N.Vaghul appointed the seventh Chairman and Managing Directors
ICICI.
• 1986: ICICI became the first Indian institution to receive ADB Loans ICICI,
along with UTI, set up Credit Rating Information Services of India Limited,
India’s first professional credit rating agency
• 1987: The Corporation made a public issue of Swiss Franc 75 Million in
Switzerland, the first public issue by any Indian Entity in the Swiss Capital
Market.
• 1988: ICICI signed a loan agreement for Sterling Pound 10 million
With Commonwealth Development Corporation (CDC), the first loan by CDC
for financing projects in India.
• 1993: Promoted TDICI - India's first venture capital company.
• 1994: ICICI Securities and Finance Company Limited in joint Venture with J. P.
Morgan set up.
• 1996: ICICI Asset Management Company set up. ICICI Bank set up ICICI Ltd
became the first company in the Indian financial sector to raise GDR.
• 1977: ICICI sponsored the formation of Housing Development Finance
Corporation. Managed its first equity public issue.
• 1998: The name The Industrial Credit and Investment Corporation Of India Ltd
changed to ICICI Ltd. ICICI Ltd announced the Takeover of ITC Classic
Finance.
• 1999: Introduced the new logo symbolizing a common corporate identity for the
ICICI Group. ICICI announced takeover of Anagram Finance.
• 2000: ICICI launched retail finance - car loans, house loans and loans for consumer
durables. ICICI becomes the first Indian Company to list on the NYSE through an
issue of American. Depositary Shares.
• 2001:ICICI Bank became the first commercial bank from India to list its stock on
NYSE.ICICI Bank announces merger with Bank of Madura The Boards of ICICI
Ltd and ICICI Bank approved the merger ICICI with ICICI Bank.
• 2002: ICICI Ltd merged with ICICI Bank Ltd to create India's second largest bank
in terms of assets. ICICI assigned higher than sovereign rating by Moody's. ICICI
Bank launched India's first CDO (Collateralized Debt Obligation) Fund named
Indian Corporate Collateralized Debt Obligation Fund (ICCDO Fund). "E Lobby", a
self-service banking centre inaugurated in Pune. It was the first of its kind in
India.ICICI Bank launched Private Banking.1100-seat Call Centre set up in
Hyderabad ICICI Bank Home Shoppe, the first-ever permanent aggregation and
display of housing projects in the county, launched in Pune, ATM-on-Wheels,
India's first mobile ATM, launched in Mumbai
• 2003: The first Integrated Currency Management Centre launched in Pune.
ICICI Bank announced the setting up of its first ever offshore branch in Singapore.
The first offshore banking unit (OBU) at Seepz Special Economic Zone, Mumbai,
launched.
ICICI Bank's representative office inaugurated in Dubai. Representative office set up
in China ICICI Bank's UK subsidiary launched. India's first ever "Visa Mini Credit
Card", a 43% smaller credit card in dimensions launched Temasek Holdings
acquired 5.2% stake in ICICI Bank. ICICI Bank became the market leader in retail
credit in India.

• 2004: Max Money, a home loan product that offers the dual benefit of higher
Eligibility and affordability to a customer, introduced Mobile banking service in India
launched in association with Reliance Infocomm. India's first multi-branded credit
card with HPCL and Airtel Launched.Kisaan Loan Card and innovative, low-cost
ATMs in rural India Launched.

• 2005: ICICI Bank and CNBC TV 18 announced India's first ever awards
Recognizing the achievements of SMEs, a pioneering initiative to encourage the
contribution of Small and Medium Enterprises to the growth of Indian economy
ICICI Bank opened its 500th branch in India. ICICI Bank became the largest bank
in India in terms of its market capitalization.

• 2006: ICICI Bank became the first private entity in India to offer a discount to retail
investors for its follow-up offer ICICI Bank became the first Indian bank to issue
hybrid Tier-1 perpetual debt in the international markets.
• 2007: Introduced a new product - 'NRI smart save Deposits' – a unique Fixed
deposit scheme for nonresident Indians deposit scheme for Nonresident Indians
deposit scheme for non resident Indians.
• 2008: ICICI Bank enters US, launches its first branch in New York.
ICICI Bank enters Germany, opens its first branch in Frankfurt.

•
B
A
N
K
PROFILE

ICICI bank is India’s second-largest bank with total assets of Rs. 3,562.28 billion (Us$
77 billion) at December 31, 2009 and profit after tax Rs. 30.19 billion (Us$ 648.8
million) for the nine months ended December 31, 2009. The bank has a network of
1,694 branches and about 4,883 ATM in India and presence in 18 countries. 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. The bank currently has subsidiaries in
the united kingdom, Russia and Canada, branches in united states, Singapore, Bahrain,
Hong Kong, sri lank, Qatar and Dubai international finance centre and representative
offices in united Arab emirates, china, south Africa, Bangladesh, Thailand, Malaysia
and Indonesia. Their UK subsidiary has established branches in Belgium and Germany.

Icici bank's equity shares are listed in India on Bombay stock exchange and the national
stock exchange of India limited and its American depositary receipts (adrs) are listed on
the New York stock exchange (NYSE).

• Vision of icici bank

Over the last few years, the ICICI Bank has taken rapid strides in developing new
businesses in line with its proposition to offer complete financial services to both
corporate and retail customers.

With the recent addition of insurance, the proposition of ICICI Bank is now fulfilled.
Going forward, the challenge for ICICI will be to continue innovating to improve
market shares and maintain its competitive edge. In this endeavor, ICICI will continue
to benchmark with global best practices to ensure optimum utilization of its resources
and the finest exposure to its work force. The speed with which it has been able to
transform the organization and successfully start so many new businesses is almost
singularly owing to the skills, enterprise and the depth of its human resources.

ICICI Bank is committed to enriching this valuable resource which in turn, will allow it
to bring innovative practices to the world of financial services in India. With technology
playing the key role mainly.

The vision is to develop ICICI Bank into an organization that is empowered by bright
and talented individuals, working in teams and riding on the backbone of world class
technology.

Mission of Icici bank

ICICI Bank as an organization has been built on the principles of professionalism,

ethics and financial expertise. The bank believes that its existence and development are
closely interlinked with its ability to serve both the corporate an retail customers. This
belief has evolved into its corporate philosophy of growth, innovation and stability. The
bank aims to provide the benefits of universal banking to its corporate, investors and
retail clients. The goal is to ensure that dealing with ICICI Bank is safe, simple and
efficient.

ICICI Bank attempts to pursue growth and innovation without compromising on its
stability.

• Objective of ICICI Bank

“Our objective of creating a universal bank providing end-to-end financial services,
clearly required solutions which were based on new-generation technology, offered
end-to-end functionality and were highly flexible and scalable. Finacle offered all this
and much more.”

• Present scenario

ICICI Bank has its equity shares listed in India on Bombay Stock Exchange and the
National Stock Exchange of India Limited. Overseas, its American Depositary Receipts
(ADRs) are listed on the New York Stock Exchange (NYSE). As of December 31,
2008, ICICI is India's second-largest bank, boasting an asset value of Rs. 3,744.10
billion and profit after tax Rs. 30.14 billion, for the nine months, that ended on
December 31, 2008.

• ORGANISATION STRUCTURE

Our organization structure is designed to be flexible and customer-focused. At the same

time, we seek to ensure effective control and supervision and consistency in standards
across the organization. The organization is structured into the following principal
groups:

 Retail Banking Group, comprising the retail liabilities, retail assets and small
enterprises businesses.

 Rural, Micro-banking and Agri-business Group, comprising the rural and

agricultural lending and other banking businesses.

 Wholesale Banking Group, comprising the corporate & investment banking,

commercial banking, project finance and government banking businesses.

 International Banking Group, comprising the Bank’s international operations,

including operations in various overseas markets as well as products and services for
NRIs, international trade finance, correspondent banking and wholesale resource
mobilization.

 Global Markets Group, comprising our global client-centric treasury operations.

 Corporate Centre, comprising financial reporting; planning and strategy; asset

liability management; investor relations; secretarial; corporate communications; risk
management; compliance; internal audit; legal; financial crime prevention and
reputation risk management; and the Bank’s proprietary trading operations across
various markets.

 Human Resources Management Group, which is responsible for the Bank’s

recruitment, training, leadership development and other personnel management
functions and initiatives.

 Global Operations & Middle Office Groups, which are responsible for back-
office operations, controls and monitoring for our domestic and overseas operations.

 Organizational Excellence Group, which is responsible for enterprise-wide quality

and process improvement initiatives.

 Technology Management Group, which is responsible for enterprise-wide

technology initiatives, with dedicated teams serving individual business groups and
managing information security and shared infrastructure.

 Global Infrastructure & Administration Group, which is responsible for

management of corporate facilities and administrative support functions
Financial statement:

Balance Sheet of ICICI Bank Rs in crore

Mar '05 Mar '06 Mar '07 Mar '08 Mar '09

Capital and Liabilities:

• Total Share Capital 1,086.75 1,239.83 1,249.34 1,462.68 1,463.29

• Equity Share
736.75 889.83 899.34 1,112.68 1,113.29
Capital
• Share Application
0.02 0.00 0.00 0.00 0.00
Money
• Preference Share
350.00 350.00 350.00 350.00 350.00
Capital
• Reserves 11,813.20 21,316.16 23,413.92 45,357.53 48,419.73

• Net Worth 12,899.97 22,555.99 24,663.26 46,820.21 49,883.02

• Deposits 99,818.78 165,083.17 230,510.19 244,431.05 218,347.82

• Borrowings 33,544.50 38,521.91 51,256.03 65,648.43 67,323.69

• Total Debt 133,363.28 203,605.08 281,766.22 310,079.48 285,671.51

• Other Liabilities&
21,396.17 25,227.88 38,228.64 42,895.39 43,746.43
Provisions
• Total Liabilities 167,659.42 251,388.95 344,658.12 399,795.08 379,300.96
Mar '05 Mar '06 Mar '07 Mar '08 Mar '09

12 mths 12 mths 12 mths 12 mths 12 mths

Assets
• Cash & Balances
6,344.90 8,934.37 18,706.88 29,377.53 17,536.33
with RBI
• Balance with 6,585.07 8,105.85 18,414.45 8,663.60 12,430.23
 Banks, Money at
Call
• Advances 91,405.15 146,163.11 195,865.60 225,616.08 218,310.85

• Investments 50,487.35 71,547.39 91,257.84 111,454.34 103,058.31

• Gross Block 5,525.65 5,968.57 6,298.56 7,036.00 7,443.71

• Accumulated
1,487.61 1,987.85 2,375.14 2,927.11 3,642.09
Depreciation
• Net Block 4,038.04 3,980.72 3,923.42 4,108.89 3,801.62
• Capital Work In
96.30 147.94 189.66 0.00 0.00
Progress
• Other Assets 8,702.59 12,509.57 16,300.26 20,574.63 24,163.62

• Total Assets 167,659.40 251,388.95 344,658.11 399,795.07 379,300.96

• Contingent
97,507.79 119,895.78 177,054.18 371,737.36 803,991.92
Liabilities
• Bills for collection 9,803.67 15,025.21 22,717.23 29,377.55 36,678.71

Market Price Information

The reported high and low closing prices and volume of equity shares of ICICI Bank
traded during fiscal 2009 on

BSE and NSE are set out in the following table:

• Stock price comparison between ICICI BANK, HDFC BANK , NIFTY ,

IDBIBANK
Icici bank branch profile:

Management of Branch office in Bhopal:

The Bhopal branch of icici Bank was started December 20th of 2007 with the aim of
providing efficient and effective services to meet the customer needs, anticipations and
requirements.

Now the branch office is managed and headed by Mr. Indarveersingh. The employees
are designed and posted to respective departments according to their seniority and
qualifications.

The bank consists of following departments:

• Loan account department

• Saving bank department
• Office management department
• Clearing account department

Description about Different departments:

• Loan account Department :

This department deals with providing various types and loans for the customer
namely business related loans, lease house loans, housing loans and education
loans.

• Saving Bank Department :

This department deals with the collecting saving amount from the customer. The
bank will provide 9.5% interest for the Saving Bank Account.

• Office Management Department

 This deals with the overall management of the bank. Mainly it is maintained by
the manager.

• Clearing account department :

This department deals with the clearing of cheques which has been given by
the Customer. For doing this activity it charges some amount of commission
charges based on the cheques amount.

Products & services:

Accounts & Deposits

ICICI Bank has designed a gamut of accounts and deposits to cater to your unique
banking needs. Add this extensive branch & ATM network and facilities like mobile,
phone, internet and doorstep banking, and experience banking at its best.

• Savings Account

An ICICI Bank Savings Account offers you a valuable banking experience.

 Money Multiplier Facility

 Debit-cum-ATM Card
 Internet Banking
 Customer Care
 Mobile Banking
 Standing Instructions
 Nomination facility
 DD Call and Collect

 Money Multiplier Facility - Get higher returns and liquidity on surplus

funds in your account, with the money multiplier facility. .
 Debit-cum-ATM Card - Now access your money from anywhere , with cash
withdrawal across ATMs and direct purchase facility at Visa/Master POS ( Point
of Sale ) machine in most stores.
 Internet Banking - Do all the banking transactions conveniently.
 Customer Care - Get easy assistance 24- hours, on any query related to
account or to give any instructions, with their Customer Care facility.
 Mobile Banking - Now transfer funds or know customer account balance,
by simply using your mobile phone's SMS, WAP or I-Mobile services.
 Standing Instructions - Automate customer regular transaction and save
time,
 Nomination Facility - Pass on benefits of Customer account proceeds to
loved ones with icici nomination facility.

 DD Call and Collect - No more waiting time to collect a Demand Draft or

Pay Order.

 Recurring Deposits:
 ICICI Bank Recurring Deposits are an ideal way to invest small amounts of
money every month and end up with a large kitty on maturity.

 High recurring billing and recurring payments can be a drain on finances and
hence large investments may seem a plan away.

 processing recurring payment through our recurring billing software that keeps
track of customer investments with icici. This can be easily availed of through a
recurring account online that comes with letting us serve customers through
Internet banking. Customer may even transfer funds through Internet banking
into their recurring account. A recurring account transfer gets done in seconds
through Internet banking.

 Features

 With icici recurring deposits any one can avail a host of facilities with ICICI
Bank. Customer may check on recurring account receivable, recurring
account payable, recurring account fees and all recurring debit account
transactions.

 A recurring deposit account with ICICI Bank allows a loan against the
deposit. icici new recurring deposit account also has a special feature - Non-
applicability of Tax Deduction at Source (TDS).

 The minimum balance of deposit is Rs.500 per month and thereafter in multiples
of Rs.100. The tenure ranges from 6 months to a maximum period, recurring
deposit of 3 months thereafter.

 The recurring deposit comes with a nomination facility

 • Salary Account

ICICI Bank Salary Account is a benefit-rich payroll account for Employers and
Employees. As an organization, can opt for icici Salary Accounts to enable easy
disbursements of salaries and enjoy numerous other benefits too. With ICICI Bank
Salary Accounts employees will enjoy the convenience of:

• Having the largest network of ATMs at their command.

• Free 24 hour Phone Banking.
• Free Internet Banking...

ICICI Bank Salary Accounts benefits in more than one ways:-

• Reduces your paperwork.

• Saves remittance costs.
• Employees receive instant credit of salaries.
• More convenient than ECS.

Besides all of the above, employees will automatically become ICICI Bank account
holders with special benefits and privileges of 8-8 banking, Investment advisory and
much more. ICICI Bank also has a special offering: Defense Banking Services designed
exclusively for the armed forces.

• Life Plus Senior Citizen Services

ICICI Bank’s ‘Life Plus’ Senior Citizen Services have been designed to empower
senior citizens to independently carry out the day-to-day banking transactions with
dignity and confidence. These senior citizen benefits are exclusively for customers
above 60 years of age.

The ICICI Bank Edge

 Designated Senior Citizen’s desk for Life Plus customers at all ICICI Bank
branches
 Higher Interest Rates on Term Deposits
 Overdraft against your deposit
 Free collection of outstation cheques drawn on any ICICI Bank location
 Special Senior Citizen 'Life Plus' Debit card
 Money Multiplier Facility
 Anywhere Banking
 Internet Banking
  Customer Care
 Nomination Facility

• Fixed Deposit
 Wide range of tenures.
 Choice of investment plans.
 Partial withdrawal permitted.
 Safe custody of fixed deposit receipts.
 Auto renewal possible.
 Loan facility available.

Features:
Anyone can deposit any amount of money in our Fixed Deposit for as long as wish
between 15 days to 10 years. All fixed deposits come with a set choice of investment
plans. Fixed Rate Deposit accounts also provide Fixed Loans. Re-investment Fixed
Deposit rates do not change but work likes a Recurring Debit Account transaction. In
other words, Re-investment Plans are compounded over traditional deposits and hence
are more lucrative over different time periods.
Benefits:

Fixed Deposits at ICICI Bank comes with nomination facility. Icici also offer online
access to Fixed Deposits through icici Internet Banking channel. Internet Banking at
ICICI Bank allows connecting customer Credit Card, Loan and their Fixed Deposit with
their savings account.
In re-investment deposits, the interest is compounded quarterly and reinvested with the
principal. Traditional term deposits provide tax shelter and shield you from factors
affecting fixed deposits in India over longer periods of fixed time

• Advantage Woman Savings Account

The ICICI Bank Advantage Woman Account enables today’s independent women to
enjoy hassle-free banking services. Besides the core ICICI Bank advantage, the
Advantage Woman Savings Account is packed with special benefits for our women
customers. Enjoy your present and plan for the future with ICICI Bank’s Advantage
Woman Savings Account.

Advantage Woman offers a specially designed woman's debit card which helps you
shop and save simultaneously, manages your household expenditures and comes with a
bag full of offers attached to it.

Eligibility:
Advantage Woman Savings Account can be opened with primary applicant as any
resident Indian woman (majors above 18 years).

The ICICI Bank Edge

 Zero Balance facility with a RD of just Rs. 2,000**.

 A Special International Woman's Debit card along with the account with a
withdrawal / spending limit of Rs. 25,000 per day.
 Gamut of discounts and benefits on your Special Woman's Debit card.
 Free multi-city cheque book.
 Free quarterly physical account statement and free monthly email statement (on
customer request).
 Online Bill Pay facility by issuing a one-time standing instruction.
 Multi channel access through ATM, Branch network and free Internet, mobile
and phone banking.
 Nomination facility available.

• Freedom Savings Account:

ICICI Bank Freedom Savings Account puts powerful Instep banking services at your
fingertips, to help meet the needs of your busy lifestyle. (Our branches have extended
banking hours) .Our nationwide network of over (4750) ATMs and (1400) branches
ensure you are on top of your banking wherever you go. Add to this, our 24 x 7 Internet
Banking and Mobile Banking, and people are set for a whole new way of banking.

The ICICI Bank Edge

 Debit-cum-ATM Card - Withdraw cash from any ATM or pay for your
shopping or purchases with your ICICI Bank Debit-cum-ATM Card at millions of
establishments across India.
 Money Multiplier Facility - Get the liquidity of a Savings Account coupled
with high earnings of a Fixed Deposit. Any idle money in your savings account is
transferred to the linked fixed deposit. Thus you earn higher interest and at the same
time enjoy liquidity.

 Internet Banking - Access your account from home or office, transfer funds,
pay bills, pay for your online ticket booking and more.
  Customer Care - Our 24-hour Customer Care is always available to answer
any query or take your instructions.
 Mobile Banking - Put the bank in your pocket with Mobile, our revolutionary
new mobile application. You can also do routine banking transactions via SMS
requests,
 Standing Instructions - Set up a Standing Instruction to manage regular
payments like transfers to your Fixed or Recurring Deposit account.
 Nomination Facility - Nominate a person as beneficiary to your account
proceeds.
 DD Call and Collect - Call Customer Care, provide details of the DD to be
prepared and collect it ready and signed at the branch.
 Anywhere Banking - Withdraw or deposit cash across all ICICI Bank branches.
 You need to maintain an average quarterly balance of Rs.10,000; Non
maintenance of the minimum average quarterly balance attracts a fee of Rs. 750 per
quarter plus transaction charges. Interest payments are made half-yearly into your
account.

• Advantage Deposit:
Advantage Deposit is a combination of fixed deposit and mutual fund investment,
offering you the safety of a fixed deposit and the returns of an equity fund. Advantage
Deposit counters equity-market fluctuations through Systematic Investment Plans.

 Combination of a Fixed Deposit (with monthly interest payout) and Systematic

Investment Plan (SIP) of a Mutual Fund.
 Re-investment of monthly interest payout of Fixed Deposit into systematic
investment plan of Mutual Fund.
 Automatic debits to account through Standing Instruction / ECS debit mandate.

• Family Banking

Family Banking provides you with the following benefits:

 Access to superior benefits for the entire family

 Family Banking makes the superior product benefits of Privilege Banking,

Wealth Management and Global Private Client (GPC) available to all the
 members of your family while the required minimum balance can be maintained
in any one of the accounts.

 Lower minimum balance requirement at individual customer level

 The minimum Quarterly Average Balance (QAB) required to be maintained at

the Family ID level is much lower than the QAB required to be maintained at
the individual CUST ID level by each of the family members to avail of the
same product benefits.

 Flexibility to maintain balances across account

 Customer now have the flexibility of maintaining the required minimum balance
in any one (or more) of the accounts that members of your family hold with
ICICI Bank.

 Single Family Bank

 All your banking needs can now be catered to by a single 'Family' bank.

• Young Stars
At Young Stars, icici will guide your child through the world of banking - from
checking the child’s savings account balance to guiding through fun zones and special
pages on the Internet Banking channel. It makes banking a pleasure and teaches your
child to manage his or her personal finances through a savings account.
You can transfer pocket money into your child's account. You can even shop with him /
her at Young Stars Shopping Page. You can also open a recurring deposit in your child's
name.
Once you are done with your 'banking', you can access your child's account with all the
fun links to special zones designed to suit your child's area of interests and also impart
knowledge on the current events of the world.
Key Features

 Open a Kid's Savings Account, Fixed Deposit or a Recurring Deposit.

  The minimum average balance for a Savings Account Is Rs.2,500.
 Free personalized Cheque Book
 Internet Banking.
 Free International Debit Card*.
 Daily withdrawal and spends of up to Rs.2, 500.
 Transfer Funds Facility.

Eligibility:
ICICI Bank Young Stars Account is a banking service for children in the age group
of 1 day-18 years. It is essential for the parent/guardian to also hold an account with
ICICI Bank. In event of the parent/guardian not holding an ICICI Bank Savings
Account, both the accounts (parent's Saving Account and Young Star Account) can be
simultaneously opened.

• Resident Foreign Currency (Domestic) Account

You can buy traveler’s cheques, foreign currency in cash and foreign currency demand
draft for your expenses overseas. If you are a frequent traveler, you may not want to go
through the hassles of buying foreign currency every time you travel abroad.
The Reserve Bank of India has now made it easier for you to access foreign currency by
permitting a foreign currency account (domestic) for resident Indians. In line with RBI
guidelines, ICICI Bank has come up with a scheme that helps you get rid of all your
Forex worries. You can park your foreign currency in ICICI Bank under RFC (D)
account. Non-interest bearing Resident Foreign Currency (D) (RFC (D)) with ICICI
Bank can be maintained in four major currencies (USD, EURO, GBP and Japanese
Yen)

Benefits of ICICI Bank RFC (D) Account

 Saving in commission charges, as you can withdraw foreign currency when you
want without any conversion charges.
 Facilitates your payments for foreign travel expenses.
 No ceiling on deposits.
  Convenient and value-added banking.
 Protection to your money from valuation risks due to exchange rate fluctuations.
 No ceiling on the maximum amount of deposit in the account

• Loans
ICICI Bank offers wide variety of Loans Products to suit customer requirements.
Coupled with convenience of networked branches/ ATMs and facility of E-channels
like Internet and Mobile Banking, ICICI Bank brings banking at your doorstep.

One of the primary functions of a bank is to grant loans. Whatever money the bank
receives by way of deposits it lends a major part of it to its customer by way of loan.
Interest received on such loans is the major source of its income. The bank makes a
major contribution to the economic development of the country by granting loans to the
industrial and agriculture sector.

 Home Loans
 Personal Loans
 Car Loans
 Loans against Securities
 Two Wheeler Loans
 Commercial Vehicle Loans
 Construction Equipment Loans
 Pre-approved Loans
 Flexi cash

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

Some of the other key benefits of availing of a Home Loan from us are:

• Attractive Interest Rates

• Wide range of Home Loan options to choose from
• Loans starting from Rs. 2 lac**
• Term of loan up to 20 years
• Wide range of approved projects to choose from
Changes in Floating Reference Rate (FRR)

Interest rate on ICICI Bank Home Loans is linked to the ICICI Bank Floating Reference
Rate (FRR/PLR). ICICI Bank FRR has been reduced by 50 basis points (i.e. 0.50%)
with effect from June 4, 2009. Thus, the FRR has been reduced from 13.25% to
12.75%. ICICI Bank PLR has also been reduced by 50 basis points (i.e. 0.50%) with
effect from June 04, 2009. Thus, the PLR has changed from 15.25% to 14.75%.

Accordingly, the Home Loan floating rate of interest has been reduced by 0.5% (50
basis points

• Personal Loans

Key Benefits of ICICI Bank Personal Loan

 Loan up to Rs. 10 lakhs

 No security/guarantor required
 Faster processing.
 Minimum documentation
 Attractive rates of interest
 Flexible repayment option of 12-48 months

ICICI Bank may, at its sole discretion, utilize the services of external service provider/s
or agent/s and on such terms as required or necessary, in relation to its products.

• CAR LOAN

The most preferred financier for car loans in the country. Network of more than
1000 channel partners in over 200 locations. Tie-ups with all leading automobile
manufacturers to ensure the best deals.

The Most Preferred Financier for Car Loans in India

Turn your dream into reality. Own that new car you have always desired, with a
little help from us. We offer loans up to 90% of the ex-showroom price of the
car. Our interest rates would pleasantly surprise you. What's more, you can take
up to 5 years to repay the loan

• Loans against Securities

A loan against Securities offers instant liquidity.

You don’t have to sell your securities. All you have to do is pledge your securities in
favour of ICICI Bank. they will then grant you an overdraft facility up to a value
determined on the basis of the securities pledged by you. A current account will be
opened and you can withdraw money as and when you require. Interest will be charged
only on the amount withdrawn and for the time span utilized.

This facility is available against the following securities

 Demat Shares.
 Mutual Funds Units.
 Fixed Maturity Plans (FMP).
 Exchange Traded Funds (ETF).
 Insurance Policies.
 Bonds.
 NSC/KVP.

• Commercial Vehicle Loans

Icici has extended products like funding of new vehicles, finance on used vehicles,
top up on existing loans, working capital loans & other banking products.
They have a range of services on existing loans, as are listed below.

Commercial Vehicle Loans :

 Reaches you through more than 120 locations across the country
 Range of products under one umbrella.
 Funding for trucks, buses, tippers, light commercial vehicles and small
commercial vehicles.
 Products including funding for new vehicles, finance on used vehicles and top
up on existing loans.
 Preferred financier status with all leading manufacturers.
 Simple documentation processes.
  Quick turn around time.
 Flexible financing solutions to meet individual requirements.

• Construction Equipment Loans

ICICI provide extended products like funding of new equipments, finance on used
equipments, top up on existing loans etc.
icici has a range of services on existing loans as well; listed below.

 Reaches you through more than 120 locations across the country
 Range of products under one umbrella.
 Funding for excavators, backhoe loaders, cranes, higher end construction
equipments etc.
 Products include funding for new and used equipments. Top up on existing
loans also available.

 Catering to wide variety of equipments required by mine owners, road

contractors and builders.
 Simple documentation processes.
 Quick turnaround time.
 Flexible financing solutions to meet individual requirements.

• Pre-approved Loans
Easy Loans / Credit Cards available now from ICICI Bank
Applying for a Credit Card or getting your loan sanctioned online just couldn't get any
easier! Simple application process, quick processing, and you can now do it all from the
comfort of your office or home.
Experience ICICI Bank's hassle free 24X7 Online Credit Card and Loan Application
facilities. Whether it’s that car you always wanted, a new home, or anything else you
need,

Exclusive Feature:

 Simple online application procedure.

 Fast Processing.
 Apply from the comfort of your office or home 24 X 7.
 Almost zero paperwork.
• CARDS:
  Credit cards
 Debit cards
 Prepaid cards
 Commercial cards

• Credit cards
Credit Cards give you a smart way to shop, and offer you flexibility and convenience in
managing your finances. ICICI Bank credit cards provide a host of exciting offers and
benefits such as low interest rates, rewards programs, and a high credit and cash limit.
We offer different types of credit card to suit the different needs and requirements for
added features

• Debit cards
HPCL Debit Card

ICICI Bank and HPCL bring you the HPCL Debit Card - a debit card
designed with your convenience in mind. Simply hand it over at any HPCL pump and
save on your fuel purchases. In fact you can use the card for all you’re shopping, dining
and travelling needs; so, you spend with total control.

ICICI Bank HPCL Debit Card Benefits

 • High withdrawal limit & transaction limit
You enjoy a per-day transaction limit of Rs.25, 000 each for ATM withdrawals
as well as for POS transactions.
• Online Transaction
you can use your ICICI Bank HPCL Debit Card on the internet for buying travel or
movie tickets, paying your bills and much more. All you need to do is register yourself
for “Verified by VISA". Online transaction limit per day for ICICI Bank HPCL Card is
Rs. 25,000.

• Woman's Debit Card

A Debit Card specially designed for the woman of today!
Packed with conveniences every woman will cherish. Avail
attractive discounts for shopping, dining and more while you
continue to enjoy all the benefits that are yours with the
ownership of an ICICI Bank Debit card.

ICICI Bank Woman's Debit Card Benefits:

 High with drawal limit & transaction limit Enjoy a high cash withdrawal limit
of Rs.25, 000 per day and transaction limit of Rs.25, 000 per day.
 Insurance# Air Accident insurance of Rs. 50000, personal accident insurance of
Rs. 50000 and purchase protection of Rs. 25000,

• Silver Debit Card

ICICI Bank Smart Shopper Silver Debit Card Benefits

 Withdrawal limit & transaction limit

Enjoy a high cash withdrawal limit of Rs. 25,000 per day and transaction limit of Rs.
25,000 per day.

 OnlineTransactions
You can use your ICICI Bank Smart Shopper Silver Debit Card on the internet for
buying travel or movie tickets, paying your bills and much more. All you need to do
is register yourself for “Verified by VISA". Online transaction limit per day for ICICI
Bank Smart Shopper Silver Card is Rs. 25,000
• Prepaid cards

• PayDirect Card

The Pay Direct Card is a magnetic-strip-based re loadable Prepaid Card that addresses
the concerns of an enterprise for payment of salaries, reimbursements, commissions and
incentives to its employees/associates. With this card, the cardholder can withdraw
funds from ATMs and make purchases at merchant outlets having Point of Sale (POS)
machines. The card features can be customized as per the requirements.

The Pay Direct Card is the ideal alternative to traditional payroll cheques, which also
helps your business increase efficiency and builds employee loyalty.

• Meal Card

ICICI Bank is delighted to introduce the ICICI Bank Meal

Card - the card that offers the ease and convenience of
providing employees with meal allowance on a card platform. The ICICI Bank Meal
Card gives access to more than 50,000 merchant establishments across India. This frees
employees from the hassles of carrying extra cash, the correct change or cumbersome
meal vouchers. The card can be used like any debit card or credit card at any Food &
Beverage point-of-sale terminal where Visa cards are accepted.

The ICICI Bank Meal Card Programme, backed by the international reputation and
extensive network of Visa, is a user-friendly and convenient method of disbursing meal
allowances to employees on a monthly basis. Not only does it distribute meal
allowances seamlessly, but with the user-friendly Internet-based query-and-reporting
tool, it also enables effective monitoring of expenses and management of costs.

• Gift Card

Designed as the perfect solution for every gifting occasion for your company, the ICICI
Bank Gift Card takes the hassle out of finding the right gift by letting the receiver
himself choose exactly what he wants. It gives gifting the personal touch that every
company desires. What's more, the Gift Card is available in any denomination of your
choice, a minimum of Rs.500 to a maximum of Rs.50, 000.

• Commercial cards

• Corporate Platinum & Gold

• Cards
The ICICI Bank Corporate Card Programmed delivers greater control, enhanced
efficiencies and higher savings to your company. The program combines the power of a
corporate card with on-line reporting capabilities and dedicated account management.

Benefits

•Enhanced Spends Visibility

•Better tracking and compliance

•Company defined Spend Limits

•Management Information reporting and programme management.

• Purchase Cards

ICICI Bank Purchase Card: A solution to payment needs

ICICI Bank's Corporate Purchasing Solution is designed to address the non-strategic,

low value purchases that consume 80% of a company's transaction volume. Through a
Purchase Card, all such purchases can be combined into a single cheque payment. This
payment can be made to the Bank every month.

The Purchase Card works as per the 80-20 principle. This means that it is relevant for
transactions that comprise of 20% of a company's purchases in terms of value, but due
to their frequent nature, end up as 80% of the company's transaction volume. This also
means it consumes 80% of administrative time and cost.

A company's indirect expenses, typically figures into the space mentioned below.
Typical examples of these indirect expenses are:


 Office supplies,



 Maintenance, Repair, Operation



 Services

 
 Air & hotel bookings



 Telecommunication



 Courier services



 Car rentals

The Purchase Card simplifies and streamlines all such expenses. These recurring
payments are simply made through the card during the billing cycle, and by the due
date, the company makes one single payment to the bank.

In addition, the company can avail of various MIS reports, through Visa Information
Source and MasterCard's Smart Data Online. Various categories of reports would be
available to a Purchase Card user; a few of these are as listed below:

 Spend analysis

 Travel management

 Exception reports

 Program administration

Features

• No issuing fee or annual fees

• Interest free credit of up to 50 days for the corporate

• Worldwide acceptance

• Dedicated team to sign up your vendors

• On line reporting tools for proactive spend management and control

• Variety of billing and payment options through cheque, internet and auto-debit

• Flexible limits and controls to help manage spending and ensure compliance to
 company policy

Benefits:

To the Corporate:

 Scalable solution and automated payment processing at no cost.

 Employee convenience.

 Smoother reconciliation and enhanced Management Information reporting.

 Improved service levels and reduced administrative overheads.

 Compliance monitoring and exception reporting.

• Investments:
• ICICI Bank Bonds
All ICICI Bank Bonds have been rated "AAA" by CARE and "LAAA" by ICRA
indicating the highest degree of safety for your money.

All Investment in ICICI Bank Tax Saving Bonds issued up to March 2005 are eligible
for tax rebate under Sec 88 to the full extent possible.

• Bonds are listed on BSE, NSE.

• GOI Bonds
8% Savings Bonds (Taxable), 2003

 Low risk.
 Reasonable investment tenure.
 Nomination facility available.
 Cannot be traded in secondary market.
 Interest income taxable

• Mutual Funds
Mutual Funds Investments Through ICICI Bank
ICICI Bank Mutual Funds services aim at helping you design the ideal portfolio for
your investment requirements. At ICICI Bank, we help you identify the appropriate mix
of Mutual Fund schemes on the basis of asset allocation strategies. Invest in various
schemes of multiple mutual funds with a satisfactory performance record and reap the
benefits. Additionally, ICICI Bank Mutual Funds services also equip you with various
research reports to help you make an informed decision.

Types of fund :
 Debt - Liquid schemes, Income schemes, G-sec schemes, Monthly Income
Schemes, etc.
 Equity - Diversified Equity Schemes, Sector Schemes, Index Schemes etc.
 Hybrid Funds - Balanced Schemes, Special Schemes - Pension Schemes,
Child education Schemes etc.

• IPO
Invest in IPOs Online

• invest in IPO’s online through www.icicidirect.com with same convenience of

investing in equities - hassle-free and with zero paper work. Also, get in-depth
analyses of new IPO’s issues (Initial Public Offerings) which are about to hit the
market. IPO calendar, recent IPO listings, prospectus/offer documents and live
prices will help you keep on top of the IPO markets.

• ICICI Bank Pure Gold

Gold has been traditionally the most favoured form of investment for Indians. In fact,
India, even today is amongst the highest consumers of Gold in the world. However, the
Gold market remains largely unorganized with reliability and convenience remaining
the key issues for gold buyers in the country.

ICICI Bank with its ‘Pure Gold’ offer attempts to bridge the gap between the need of
the customers for buying gold and availability of an organized avenue to satisfy that
need, by taking care of the two key components – Reliability and Convenience.

Reliability

24 Carat ICICI Bank Pure Gold is imported from Switzerland. This Gold carries a
99.99% Assay Certification, signifying highest level of purity, as per international
standards.

Convenience
ICICI Bank Pure Gold is competitively priced based on daily prices in the international
bullion market. Currently, gold is available in 2.5g, 5g, 8g, 20g and 50g categories,
subsequently other denominations will also be introduced.

• Senior Citizens Savings Scheme, 2004

Scheme Details:

 Senior Citizens Savings Scheme (SCSS) is a Government of India Product.

 9% interest offered to depositors.
 Since the product is offered by Govt of India, this product is one of the most
Safest Investment Option.
 Premature closure of account is possible after one year from the date of opening
the account.(Charges applicable).

Advantages of Opening an SCSS Account with ICICI Bank:

 Large number of Branches.

 Facility of Direct Credit of Interest to ICICI Bank Account.
 In case the investor does not want to avail Direct Credit facility or ECS facility,
4 Post Dated Cheques will be sent to Investor every year.
 Account Statement containing the details of Deposit Balance & transactions.
 Phone Banking Facility (for Queries).

• Insta banking :
Mobile Banking

Conducting banking operations using the mobile phone has been fast catching up
around the world for its convenience. We have launched mobile services in India to
convenience our customers.

You can do your banking operations sitting anywhere, anytime. It is discreet,

personalized and on your phone. Use it when at a meeting, in a movie hall, while having
your Sunday brunch or at any other place you cannot usually expect to get the
information you want from your bank. It is an empowering and user-friendly mode of
accessing your bank account.

Eligibility
This service is available to the following type of ICICI Bank account holders:

 Savings Account holders

 Credit Card holders

 Demat Account holders

 Loan Account holders

• Internet banking:

Internet Banking:

ICICI Bank brings convenience and security to your desktop. Now you
can check your account balance, transfer funds, download your account
statement, pay bills or even book tickets online, from the comfort of your
home or in the middle of a busy day at the office.
Explore the power of simpler and smarter Banking whether you are a
Banking, Credit Card, Loan or Demat customer.

ATM Banking:

Bank 24/7 through a widespread network of ICICI Bank ATMs making

life easy and convenient for you. User-friendly graphic screens and easy
to follow instructions available in a choice of local languages, makes
ATM Banking with ICICI Bank a smoother experience

iMobile:
ICICI Bank's iMobile is a breakthrough innovation in banking that
allows you to transfer funds, make your credit card payments, pay utility
bills, check your balance and do lots more, for free. So why wait
anymore. Just download the iMobile application on your phone by
sending us an SMS and experience iMobile.

IVR Banking:

Find answers to all your banking needs from your phone. ICICI Bank's
Instant Voice Response (IVR) Banking is free of charge, fully automated and
at the same time user-friendly. Just having an ATM PIN for your account and
credit card ensures that your transactions are secure
 • Domestic Mutual Funds

Mutual Funds pool money of various investors to purchase a wide variety of securities
while pursuing a specific goal. Selection of Securities for the purpose is done by
specialists from the field. Returns generated are distributed to the Investors. At ICICI
Bank NRI services, they help the customers to determine which types of funds
customers need to meet their investment goals.

This may include the following types of funds:

1. Debt: Liquid schemes, Income schemes, G-sec schemes, Monthly Income

Schemes etc.

2. Equity: Diversified Equity Schemes, Sector Schemes, Index Schemes etc.

3. Hybrid Funds: Balanced Schemes, Special Schemes - Pension Schemes, Child

education Schemes etc.

The wealth manager helps people to identify an appropriate mix of Mutual Fund
schemes for their portfolio using asset allocation strategies. People can invest in
various schemes of multiple mutual funds with decent performance record.

Why to Invest?

1) Professional Money Management and Research: Mutual funds are

managed by professional fund managers who regularly monitor market
trends and economic trends for taking investment decisions. They also have
dedicated research professionals working with them who make an in depth
study of the investment option to take an informed decision.

2) Risk Diversification: Diversification reduces risk contained in a portfolio

by spreading it. It is about not putting all the eggs in one basket. As mutual
funds have huge corpuses to invest in, one can be part of a large and well-
diversified portfolio with very little investment.

3) Convenience: With features like dematerialized account statements, easy

subscription and redemption processes, availability of NAVs and
performance details through journals, newspapers and updates and lot more;
Mutual Funds are sure a convenient way of investing.

4) Liquidity: One of the greatest advantages of Mutual Fund investment is

liquidity. Open-ended funds provide option to redeem on demand, which is
extremely beneficial especially during rising or falling Markets.

5) Reduction in Costs: Mutual funds have a pool of money that they have to
invest. So they are often involved in buying and selling of large amounts of
 securities that will cost much lower than when customers invest on their
own.

6) Tax Advantages: Investment in mutual funds also enjoys several tax

advantages. Dividends from Mutual Funds are tax-free in the hands of the
investor (This however depends upon changes in Finance Act). Also, capital
gain accrued from mutual funds investments for period of over one year is
treated as long term capital appreciation and is taxed at a lower rate of 10%
without benefit of indexation or 20% with benefit of indexation.

7) Other Advantages: Indian Mutual fund industry also presents several other
benefits to the investor like: transparency - as funds have to make full
disclosure of investments on a periodic basis, flexibility in terms of needs
based choices, very well regulated by SEBI with very strict compliance
requirements to investor friendly norms.

Where to Invest? :

ICICI Bank has tied up with several Mutual Funds so as to provide customers the
convenience of Varied Investment.

People have a choice to invest with the top 17 AMCs in India offering around 300
schemes.

Advantages of Mutual Funds:

The advantages of investing in a Mutual Fund are:
• Professional Management
• Diversification
• Convenient Administration
• Return Potential
• Low Costs
• Liquidity
• Transparency
• Flexibility
• Choice of schemes
• Tax benefits
• Well regulated

• INSURANCE
 LIFE INSURANCE:

Investment and Saving Plans

Endowment policies are a good way of putting aside the savings today for a future goal
- whether it's to buy a house in India or fund the entrepreneurial vision. ICICI’s savings-
oriented policies are designed to make the savings grow and have them available to the
customers at the end of a fixed number of years or through the term of the plan.

• Life Time II

Presenting Life Time & Life Time II – unit –linked plans that meets the changing
needs over a lifetime. These solutions have been developed to meet the savings,
protection and investment needs at every stage in life.

Protection
-Choose a specified level of protection (available only with Lifetime).

- Two levels of Sum Assured to choose from (available only with Lifetime II).

- Flexibility to increase or decrease the sum assured.

- Add-on riders to protect clients against any eventuality.

Saving:

- Flexibility to increase or decrease your contribution.

- Facility of Premium Holiday, wherein the policy continues even if there is a temporary
break in the payment of annual contribution (available only with Lifetime).

- Facility of Automatic Cover Continuance, wherein the policy continues even if there
is a temporary break in the payment of annual contribution (available only with
Lifetime II).

- Facility to top-up the investment any time customers have surplus funds.

- Additional allocation of units on a periodic basis.

- Loans against the policy.

Investment:

- Choose from among four funds, based on the investment objective and risk appetite.

-- Choice to switch between investments options (4 free switches every policy year).
 • Invest shield Gold

A unit-linked insurance plan with an assurance of Capital Guarantee, which offers the
benefit of a limited premium payment term. An ideal plan for protection with wealth
creation that offers the flexibility of a limited premium paying term.

- Flexibility to choose a premium payment term of 5, 7 or 10 years for a maturity term

of 10, 15 or 20 years respectively.

-Flexibility to choose a specific level of protection (Sum Assured), based on a multiple

of the annual premium.

- At the end of the term (maturity), the higher of the value of units or the guaranteed
value* is paid. On death, Sum Assured along with the higher of value of units or the
guaranteed value is payable.

- Additional credits payable as a percentage of the initial annual premium are paid along
with the death or maturity benefit.

- Facility to make withdrawals from the 6th policy year onwards till the end of the
policy term. Every year withdraw up to 10% of the value of units.

- Flexibility to make additional investment with the help of the top-up facility.

- Flexibility to increase / decrease the annual premium amount

- Total transparency with the premium allocations, and other charges declared upfront.

The guaranteed value of the unit fund is the value of all invested premiums (premiums
net of all charges) along with the declared bonus interests.

• Premier Life:

The key features of the plan are:

- Limited premium payment option: Choose from among a 3, 5, 7 or 10 year premium

paying term.

- Choice of sum assured: Choose a sum assured, which is a minimum multiple of 1 and
a maximum multiple of 25 times the annual contribution.

- Additional allocation of units on a periodic basis.

- Facility to top-up the investment any time customers have surplus funds.

- Choose from among four funds, based on the investment objective and risk appetite.

- Choice to switch between investments options (4 free switches every policy year).

- Flexibility to decrease the sum assured.

- Add-on riders to protect against any eventuality.

- Loans against the policy.

• Retirement Plans

Many of the customers picture themselves enjoying the fruits of their labour after
retirement - going on a dream vacation, or helping our child's career take wing.
Financing all this will depend on their personal savings and investments, so it’s
important to save for the future from today. These retirement plans are designed to help
customers systematically save, so that they can enjoy all the things they have dreamed
of when they retire.

• Life Time Pension-II

Life Time Pension II gives the freedom to choose the amount of premium, and invest
in market-linked funds, to generate potentially higher returns. On the future retirement
date, the accumulated value of the units will be used to purchase an annuity - to provide
clients with regular income for life.

Power to choose the protection level: Choose from either a Zero sum assured or a sum
assured, which will be equal to the product of annual contribution and term.

Power to choose the retirement date: Take advantage of market movements by

choosing a vesting age between 45 - 75 years of age.

Power to increase your investments: Use your surplus funds to top-up the investments
during the deferment period.

Power to invest in a plan based on the priorities: Choose from among four funds,
based on investment objective and risk appetite. If at a later stage the financial priorities
change, clients can switch between the various fund options, absolutely free, 4 times a
year.

Power to increase / decrease your contribution: Based on the requirements, increase or

decrease the contribution.

• Child Plans
As a responsible parent, people want to ensure a hassle-free, successful life for their
child. However, life is full of uncertainties and even the best-laid plans can go wrong.
Smart Kid Education Plans are designed to provide flexibility and to safeguard the
child's future education and lifestyle, taking all possibilities into account. Smart Kid
Child Plans has a bouquet of three products which can help the clients secure their
child's education.

- Unit-linked Regular Premium

- Unit-linked Single Premium
- Regular Premium Smart Kid

• GENERAL INSURANCE:

• Rishtey Health Insurance - for the parents and other family members in
India

 2 Years comprehensive medical cover for family

Advanced treatment covering technologically advanced surgeries


Re-imbursement of return Air Fare


Nursing care benefit and free health checkups with 'Cashless' benefit

Overseas Travel Insurance - for the parents and other family members visiting
abroad

Covers both structure and contents of home

Provides protection against natural and manmade calamities
Protection against fire, burglary, gas cylinder, seepage etc.
Avail 25% discount on 5 year and 15% discount on 3 year policy

• Car Insurance- for the four-wheelers in India

Transfer no claim bonus (NCB)

Cashless claims facility
No Documentation. Instant Policy issuance
Also covers PA and third party legal liability

• Two-wheeler Insurance - for the two-wheeler in India

No documentation. Instant policy issuance

Effective cover against theft and insurance
Guaranteed safety for yourself and your two wheeler
Lightening fast claims service No documentation. Instant policy issuance
Effective cover against theft and insurance
 Guaranteed safety for client & its two wheeler
Lightening fast claims service

• Student Medical Insurance - for staying abroad during studies

Pay in Rupees, save in Dollars

Plan meets foreign universities insurance requirements
No documentation. No health check-up. Instant policy issuance
Policy is renewable for the second year

• Home Safe+ Insurance- for the most prized possession, Home

 Secure home and the loan against it

 Loan Liability cover exclusive to ICICI Bank Home Loan customers

Critical Illness, Accidental Death and Disablement Benefit
Protect Home - Structure

• Wealth Management:
Wealth is the result of a recognized opportunity. ICICI bank understands this and they
work with customers to plan and manage their financial opportunities prudently. Not
just that, the bank also extends a host of services so that customers can remain focused
on immediate objectives while the bank takes care of all the wealth management
requirements.

TEAM:

A perfect partnership is about similar perspectives

Goals, challenges, milestones. What drives customers drives ICICI too. That' s why the
bank have put together a team of determined and seasoned professionals who not just
assist customers in their requirements, but also partner closely in the growth to bring the
dreams to fruition.

Dedicated Wealth Manager

A dedicated Wealth Manager is central to an ICICI Bank Wealth Management

relationship and is the face of the Bank. In fact he/she will be customer’s personal guide
to the possibilities of Wealth Management, and will work closely with clients in
achieving their financial goals. Customers will also have access to a Customer Service
Manager/Officer, who will complement their Wealth Manager.
Expert minds to give expert solutions

The Wealth Manager is only a part of the larger team which ensures that the money
works harder. Working silently behind the scenes is a team of product experts. These
handpicked experts have a wealth of financial experience under their belt and will assist
customers in their decision-making process.

PORTFOLIO BUILDING:

The investment process starts with understanding customer – their background,

investment objectives, risk tolerance and existing investment pattern. A comprehensive
Client Profiling exercise helps the bank in evaluating customer’s risk appetite and
understanding their investment objectives, which are kept in mind while building their
portfolio.

• Investment Planning
Based on the customer’s investment goal, wealth requirements, investment horizon and
risk profile, the bank construct a suitable asset allocation plan for the clients. During
this exercise, the bank also evaluates and realigns their existing investments as per the
suggested asset allocation, in case required by the customers.

• Portfolio Construction
From the wide range of investment avenues, the bank construct appropriate solutions to
implement client’s investment plan and evolve a tailor-made portfolio for the specific
requirements. This would involve execution of investments in debt, equity, structured
products or alternative asset classes as per the suggested asset allocation.

• Portfolio Maintenance
The bank monitors customers investments and periodically suggest rebalancing in the
portfolio for maintaining the asset allocation or aligning their portfolio to changes in
macro-economic factors that might affect the investments.

• Portfolio Review
As the customer’s investment preferences or financial goals change over a period of
time, the banks review their portfolio periodically with the clients to discuss and
implement any changes in asset allocation or portfolio strategy. All with a view to
keeping the portfolio healthy at all times.

Products:
• Online Trading

• Mutual Funds

• Life & General Insurance

ICICI Foundation for Inclusive Growth

ICICI Limited, India's leading financial services provider, not only give a financial
service today announced the launch of a comprehensive social development programs

ICICI Foundation for Inclusive Growth (ICICI Foundation) was founded by

the ICICI Group in early 2008 to give focus to its efforts to promote inclusive
growth amongst low-income Indian households.

icici believe their fundamental challenge is to create a “just” society – one where
everyone has equal opportunity to develop and grow. Towards this end, ICICI
Foundation is committed to making India’s economic growth more inclusive,
allowing every individual to participate in and benefit from the growth process.
 Icici hold a set of core beliefs and values that defines our pathway towards
inclusive growth and guides our five strategic partnerships.

Vision
Icici vision is a world free of poverty in which every individual has the freedom
and power to create and sustain a just society in which to live.

Mission
Icici mission is to create and support strong independent organisationswhich
work towards empowering the poor to participate in and benefit from the Indian
growth process.

Core Beliefs

ICICI Foundation’s pathway towards inclusive growth and our five strategic
partnerships are guided by several core beliefs:

Core belief: Good health and basic education are fundamental prerequisites to
achieving inclusive growth.
Core belief: While healthy and educated individuals have the capacity to
transform their lives, their ability to do so depends on the quality of their access
to transformative tools such as finance.

Access to comprehensive financial services is therefore an essential part of the

development process. Financial services enable individuals and enterprises to
allocate their resources most productively by allowing them to better manage
risk (e.g. buy insurance) and take advantage of future opportunities (e.g. saving
today to build capital for tomorrow).

Core belief: For the Indian growth process to be truly inclusive, health,
education and access to complete financial markets are necessary but not
sufficient.
 Ensuring that every individual has the freedom and the power to create and
sustain a just society and thereby benefit from the Indian growth process
requires additional efforts on the part of civil society and policymakers.
Grassroots organizations and regulatory infrastructure, for example, must be
strengthened to ensure that the market does not exploit marginalized sectors of
the population or the environment.

ICICI Foundation supports five strategic partners working in the areas of

primary, elementary education, access to finance, strengthening environmental.

• ICICI Foundation received Rs.617.80 million from the

following sources as grants:

Source (January 4, 2008 – March 31, 2009) Amount (Rs. million)

ICICI Bank 500.00

ICICI Prudential Life Insurance 67.72

ICICI Lombard General Insurance 17.12

ICICI Securities 14.98

ICICI Securities PD 6.99

ICICI Home Finance 1.99

ICICI Venture 9.00

Total 617.80

Chapter II
Objective of the study
Research Methodology.
 Objective of study

 To make a detail study of accounts, deposits & other services provided by

Icici bank

 To know the structure of the ICICI Bank

 To detail study on loans provided by bank

 To find out the knowledge of customers about the various product

offering by Icici bank.

Scope of study

This study confines its analysis only with regard to financial service
provided by Icici bank. The study gives us about the performance and growth of
the Icici bank. To increase our knowledge regarding banking activities and
operations.

Research methodology

The value of any systematic research lies in its methodology giving a clear idea
of the forms of the study and procedure adopted in conducting the study.

For the study the methodology adopted is based on survey & interview method.
For primary data a sample of respondents are contacted and data obtained from
them trough questionnaire.

Sample size:
Sample size refers to the number of respondents to be included in the survey

Sample area:
Sample area refers to the place where the study is conducted sample area selected
for the study in Bhopal city.

Source of data:

1. Primary data

2. Secondary data
Primary data:
Primary data are those that are collected as fresh for the first time and thus
happen to be origin in character.

Here primary data was collected through a structures questionnaire the selection
of respondents is based on simple random sampling. Information was collected
from personnel interviews and discussion with the manager of Icici bank Bhopal
& also with respondents or the customers.

Secondary data:
The secondary data are those, which have collected by some others which have
been processed for the study the secondary data is collected from various sources
such as news paper, journals, article, books and websites.

Tools used for the analysis:

Major tools used for the analysis of the data are tables, percentages, bar charts,
pie charts, tube charts.

Limitations of the study

The main limitations of the study are as follows:

 The survey is restricted only to Bhopal city.

 The information obtained may contain biased opinion.

 Problem of collecting information respondent’s non cooperation.

 The survey is restricted only to the Icici bank Bhopal.

 CHAPTER -3

 Presentation of Tabulated Data and Analysis.

 SURVEY ANALYSIS & INTERPRETATION

Introduction:
The survey has helped to secure relevant facts and opinions from respondents in the
sample survey. The survey was restricted to bhopal city only and 50 respondents were
contacted and information was gathered by administering structures questionnaire.

The analysis is made with help of information gathered from questionnaire. The
collected information is fairly summarized and tabulated below.

Analysis of survey:

Table1

1. Classification of the respondents on the basis of sex

sex No. of respondents Percentage

Male 42 84
Female 08 16
Total 50 100
Source: survey

From the above table it is clear that, out of 50 respondents, 42 are male respondents & 8
are female respondents.
 Table 2

The table showing classification of respondents on the basis of age

Age in years Male Female Total no... of percentage

respondents
below 25 04 04 08 16
25-35 10 01 11 22
35-45 11 02 13 26
45 & above 17 01 18 36
Total 42 08 50 100

The above table shows that out of 50 respondents, 16 % of respondents age is below 25
years, there are 4 male respondents & 4 female respondents, 22% of respondents age is
between 25-35 years. Out of which 10respondents are male & 1 respondent is female,
26% of respondents belongs to the age group 35-45 years out of them 11 respondents
are male & 2 respondents are female . 36% of respondents belong to the age group
45y& above, in which there are 17 male respondents & 1female respondent.

Table 3
The table shows the qualification of customers.

Qualification Male Female Total no.. of Percentage

respondents
Under graduate 09 02 11 22
Graduate 17 04 21 42
Post graduate 13 02 15 30
Others 03 00 03 6
Total 42 08 50 100
Source: survey

From the above table it is clear that out of 50 respondents, 22% of the respondents
belongs to under graduate, there are 9 male respondents & 2 female respondents, 42%
of respondents belongs to graduate, out of which 17 are male & 4 are female , 30% of
respondents belong to post graduate &out of which 13 are male respondents ,& 02 are
female respondents & 6% of respondents belongs to others , out of which 03 are male
&non of them female.

Table 4

The table shows the occupation of respondents.

occupation Male Female No. of percentage

respondents
Business 10 02 12 24
Employees 06 02 08 16
Students 06 00 06 12
Professional 12 02 14 28
Agriculture & others 08 02 10 20
Total 42 8 50 100
Source: survey
The above table reveals the occupation of the respondents. Out of 50 respondents 24%
of respondents are Businessmen out of which 10 male respondents& 02 female
respondents, 16% of respondents are employees out of them 05 male respondents & 03
female respondents , 12% of the respondents are students all of them are males , 28%
of respondents are professional the majority 12are males& 02female respondents &
20% of respondents are belongs to agriculture& others category out of them 08 male
respondents & 02 female respondents .like (retired people house wife’s)

Table 5

CLASSIFICATION OF RESPONDENTS ON THE BASIS OF MONHTLY

INCOME
Monthly income Male Female NO.. of percentage
in Rs respondents
Below 10000 16 04 20 40
10000-30000 15 03 18 14
30000-50000 6 1 07 36
Above 50000 05 00 05 10
 Total 42 08 50 100
Source: survey

This table classifies the respondents based on monthly income. Of the 40% of
respondents belongs to the income group below Rs.10000 there are 16 male
respondents & 04 female respondents, 14%of respondents income is between Rs.
10000 to Rs. 30000, out of which 15 respondents are male and 03 respondents are
female. 36%of respondent’s belongs to the income group of Rs.30000 to Rs. 50000, out
of which 06 respondents are male, & 01 respondent is female and 10% of respondents
belong to the income group above Rs. 50000 all of them are males.

Table 6

The table below shows the type of account held by respondents.

Type of account Male Female No... of respondents %

Savings a/c 24 05 29 58
Current a/c 00 00 00 00
Fixed deposit a/c 08 01 09 18
Savings & current a/c 10 02 12 24
Total 42 08 50 100
Source: survey
From the above table is found that, out of 50 respondents, 58% of respondents have
savings a/c, there are 24 male respondents, & 5 female respondents, 24% of
respondents have both current a/c & savings a/c out of which 14 respondents are male
& 4 respondents are female.18% of respondents are belongs to fixed deposits a/c. out
of them 8 respondents are male, & 1 respondent is female. There is no only current a/c
holder in respondents.

Table 7

The below table shows the awareness about value added services.

VAS Male Female No... of %

respondents
Yes 36 05 41 82
No 06 03 9 18
Total 42 08 50 100
Source: survey
Out of 50 respondents 82 % of the respondents are aware of vas, out of which 36 are
male respondents & 05 are female respondents, 18% of the respondents are unaware of
vas, out of which 06 are male respondents & 03 are female respondents.

Table 08

The below table showing the usage of value added services by respondents.

VAS Male Female No... of Percentage

respondents
ATM 24 04 28 56
Any branch banking 03 01 04 08
Credit cards 05 00 05 10
Electronic fund transfer 03 00 03 06
Internet banking 07 03 10 20
 Demat 00 00 00 00
Total 42 08 50 100
Source: survey

From the above table is found that out of 50 respondents, 56% of respondents using
ATM service, there are 24 male respondents & 04 female respondents, 08%
respondents are using any branch banking, out of which 3respondents are male & 01
respondent is female. 10% respondents are using credit cards out of them 05
respondents are male & none of them are female. 06% respondents are using electronic
fund transfer, out of them 03 respondents are male & none of them are female , 20% of
respondents using internet banking out of which 7 respondents are male & 3
respondents are female . Out of 50 respondents none of them Demat users.

Table 9

The below table shows the awareness about the “INTERNET BANKING“ among
respondents.

Internet banking Male Female No... of respondents percentage

Yes 20 03 23 46
No 22 05 27 54
Total 42 08 50 100
Source: survey
Out of 50 respondents 46% of respondents, who are aware of internet banking service
out of which 20 respondents are male & 03 respondents are female, 54% of the
respondent are unaware of internet banking service out of them 22 respondents are male
& 05 respondents are female.

Table 10

This table shows about internet banking service reason for not using.

Reason Male Female No.. of respondents Percentage

Lack of knowledge 28 03 31 77.5
Lack of time 2 02 4 10
Complex procedure 5 00 5 12.5
 Total 35 05 40 100
Source: survey

Out of 40 respondents who are not aware of internet banking services, 77.5% are not
aware due to lack of knowledge out of which, 28 are male respondents& 03 are female
respondents, 10% are not aware due to lack of time-out of which 2 respondents are male
& 2 respondents are female, 12.5% are not aware due to complex procedure out of
which, 5 are male respondents& none of them female respondents

TABLE 11

The table shows the customer satisfaction towards the banking service.

Particular Male Female No. of respondents Percentage

Yes 37 03 40 80
No 05 05 10 20
Total 42 08 50 100
Source: survey
Out of 50 respondents, 80%of the respondents are satisfied with banking services, out
of which 37 are male respondents& 03 are female respondents & 20% of the
respondents are not satisfied with banking services. Out of which 05 are male
respondents& 05 are female respondents.

Table 12

The table showing good opinion from respondent regarding the concept of icici
bank.

Concept of icici Male Female No of respondents percentage

Brand 12 02 14 28
Service without mistake 05 01 06 12
 Cost effective 05 01 06 12
Quick service 20 04 24 48
total 42 08 50 100
Source: survey

Out of 50 respondents 28% opined that the brand concept of Icici is good, out of which
12 are male & 2 are female, 12%are of the good opinion regarding service without
mistake. Out of which 5 are male & 1 is female, 12% are of the good opinion regarding
cost effective, out of which 05 are male & 01 is female respondent, 48% are of the
respondents good opinion regarding quick service, out of which 20 are male & 04 are
female.

CHAPTER -4
 Main findings/Suggestions /Recommendations

Findings & Suggestions

Major Findings:

• It is revealed by survey that bank failed to attract the young generation

.i.e. Below 25 years age customer.
• From the survey it is found that, majority of the customer are from
business category. This has been clearly identify by the information
obtained by the account holders while survey. Icici bank fails to reach
Most of the government employees.

• From the survey it is clear that 84 % of the customers are having the
awareness about the value added services & the banker succeed fulfill the
needs of customers. But in some cases the procedure itself has become
problem. It is found that the customers are fed of complex procedure &
lack of knowledge.

• Even the banker fails to meet 18% of the customers who are not aware of
value added service provided by bank.

• It is revealed from the survey that only 6 % & 20% customer are using
fund transferring & internet banking respectively.

• From the survey, we the researcher came to know that 46% of the
customers are having awareness about internet banking & 54% of the
customers are not having the awareness about the internet banking. 31
respondents are suffered from lack of knowledge about internet banking.

• From the survey it is clear that 80% of the respondents are satisfied with
the bank service & the value added services. The remaining 20% of the
respondents are not satisfies with the bank service & with value added
services.

• Only one ATM centre in the Bhopal city.

• Services as promised by the agents are not delivered either on time or not
at all provided.
 In order to get better pay, the agents of ICICI Bank usually give false
promises to their customers regarding the quality of service or new schemes so as
to lure them. In such cases the final loser is not just the customers but the ICICI
Group as whole as it affects all their businesses.

Recommendations / suggestion

i. A Major revamp of its Customer care.

A complete over hauling of its customer care department is required so as
to reduce complaints of customer in turn which may affect its working.

ii. Introduction of Smart Cards for New as well as Old Credit Card
Holders.
ICICI Bank should come up with the concept of smart cards were the data
regarding all the accounts & credit cards details of a individual customer
is placed in a single cards hence reducing the burden of carrying all credit
cards & other necessary items required for banking transaction.

iii. Concentrate on Building Brand Image.

ICICI Bank is very well known institution for investing purposes and as
well as for its practices involving anti – social elements; therein affecting
its name and Brand value of its self and also ICICI group as a whole.

iv. Completely separation of other alike Businesses like Insurance,

Mutual Funds etc.
It is usually seen the ICICI Bank branches are over crowded with ICICI
staff though they don’t belong to that branch or does not even belong to
the ICICI Bank, they usually are the agents of its other businesses like
Insurance, Mutual funds etc – this annoys the customer and creates a bad
impression.

v. Major re-look at working of their Agents.

The easiest way to reach to customers is through agents; and the agents of
ICICI Bank are highly skilled in this field but they do it at the cost of
customer’s innocence. There are many incidences where in the
information provided by the agents is false. It’s time for ICICI Bank to
look into the matter and rework on its agents policies.
vi. Reduction of Penalty Fees & Special Service Fees.

The penalties & special service imposed by ICICI Bank is very high as
compared to public sector banks; this sometimes adds a negative
perspective to ICICI Bank.
CHAPTER -5

Conclusion
 CONCLUSION

ICICI bank is a multinational company. The company has high goals and objectives.
The company made sincere efforts to achieve its goals and objectives over the years.
ICICI bank has variety of product.

The company can grow at a higher pace and contribute to the economy growth of the
company. The company has a sound financial position. It has wide branches and ATM’s
all over the country. Lastly its overall performance is good.

The environment in this bank is very friendly the manager & staff members are very
helpful and the communication is very effective, they are friendly in nature.

The performance of bank is satisfactory. To conclude the Icici bank if consider the
recommendations & suggestion given in this report which is based on the customer
survey in Bhopal city it would increase its business in Bhopal by providing best service
to its customer & there by gain customer confidents.
 ANNEXURE
Questionnaire
Bibliography
 QUESTIONNAIRE
Dear sir/madam

I’m the student of IV semester MBA, T.I.T College of Technology

Bhopal (M.P.), as a part of our curriculum I have undertaken a project
work entitled “CUSTOMER PREFERENCES TOWARDS FINANCIAL
SERVICES PROVIDED BY ICICI BANK IN BHOPAL CITY” with
special reference to Icici bank, Bhopal.

I request you to spare few minutes to answer the following questions.

Santosh Pachauri

Thanking you yours faithfully

1. Name: …………………………………………………………………………..

2. Address: ………………………………………………………………………..

………………………………………………………………………..

………………………………………………………………………..

Mobile no. ………………………………………………………………………..

3. Sex:

Male Female

4. Age

Below 25 yrs 25-35

35-45 45 & above

5. Qualification

Under graduates Graduate

Post graduate

If others, specify …………………………………………

6. Occupation

Business Profession

Employee Agriculture

Student
7. Annual income

Below 10,000 10,000-30,000

30,000-50,000 Above 50,000

8. Which type of bank account do you have?

Savings A/C Fixed deposit A/C

Current A/C Savings & current A/C

9. Since how many years you are operating bank account?

Below 1 years above 3 years

Between 3 to 5 years above 5 years

10. Have you ever heard about “value added service “in your bank?

Yes No

11. Which of the following “value added service “do you use?

ATM Electronic fund transfer

Any branch banking Internet banking

Credit cards Demat

12. Do you know about internet banking?

Yes No

13. Reasons for not using internet banking service?

Lack of knowledge complex procedure

Lack of time

17. According to you which concept of this bank is good?

Brand Cost effective

Service without mistake quick service

14. Are you satisfied with the service provided by bank, if not reason?

Yes No

If not, specify reason…………………………………………..

………………………………………………………………………..
15. What is your opinion about services provided by ICICI BANK?

………………………………………………………………………….

…………………………………………………………………………..

16. Do you get any complaint regarding icici product. If yes mention

the complaint?

Yes No

If yes mention …………………………………………………………….

Thank you

Date:

Place: Signature

BIBLIOGRAPHY
In this project report, while finalizing and for analyzing quality problem in details the
following Books, Magazines/Journals and Web Sites have been referred. All the
material detailed below provides effective help and a guiding layout while designing
this text report.

Books:

• Principles of Marketing –Philip Kotler & Kevin Keller edition-12.

• Market Research – D.D. Sharma, Rubin

• Research Methodology – C.R. Kothari, C Murthy, Bhattacharya

Websites:

www.google.com

www.icicidirect.com

www.iciciprulife.com

www.india.com

www.icicibank.com

Others

Bank brochures

ACKNOWLEDGMENT
I am sincerely thankful to all those people who have been giving me any kind
of assistance in the making of this project report.

I express my gratitude to Prof. Nitin Bhavsar, who has through his vast
experience and knowledge has been able to guide me, both ably and
successfully towards the completion of the project. I express my gratitude,
Technocrats Institute of technology Bhopal (M.P).

I would hereby, make most of the opportunity by expressing my sincerest

thanks to all my faculties whose teachings gave me conceptual understanding
and clarity of comprehension, which ultimately made my job more easy.
Credit also goes to all my friends whose encouragement kept me in good
stead.

Their continuous support has given me the strength and confidence to

complete the project without any difficulty.

Last of all but not the least I would like to acknowledge my gratitude to the
respondents without whom this survey would have been incomplete.

I am Hardly thankful to authority of ICICI for providing me the Information.

(Santosh
Pachauri)