Wa0059

A Study On Customer Satisfaction Towards Various Financial Services
Provided By ICICI Bank Ltd Ballari
CHAPTER- 1
INTRODUCTION AND RESEARCH DESIGN
1.1 Introduction
The world has become a global market. The impact of globalization, privatization and
liberalization has totally changed the style of banking sector in India. Banks are essential
instruments of accelerated growth in a developing economy. The experience of Indian banking
systems since nationalization has brought to the forefront the immense potential of banking as a
level of economic development. Since banking, development and economic are closely
associated will each other. It would be pertinent to have an analytical study of the activities of
the public sector Banks and private sector Banks in the field of economic development in India.
It is necessary to examine the extent to which the banks have moved towards this goals.
1.2 Review of Literature

Customer perception is one of the major determinants of performance and efficiency of a bank.
Some of the studies conducted on customer satisfaction towards various financial services
provided by ICICI Bank.
 Datta K and Datta A (2009):-Described in the study that the customer satisfaction is the
most important factor for investigating the perception of expectation of customers in
ICICI bank. This study showed that customers are most satisfied with the financial
services of ICICI bank. They suggested that they should improve their banking services.
 Harinder singhand Arora (2013) :- Conducted a study of on customer satisfaction

towards financial services provided by ICICI Banks to identify the most and least
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influencing variables regarding services availed from ICICI Bank. The study revealed
that ICICI Bank need to work on gaining faith of customers. On technology point of
view customer are more satisfied with ICICI Bank.
 Hallowell Roger (1996) :- Described in his research that banks should target service to
only those persons who need the most. With the adoption of this strategy customers will
be retained for longer period.
 Kesari Singh and Nitin Gupta (2016) :- In their research articlepresented that
customers perception and satisfaction towards financial services in ICICI Bank. Various
parameters such as service effectiveness, accessibility, cost, tangibility and bank
reliability were used to measure the customer satisfaction. Response were collected from
customer of ICICI Bank. They concluded that ICICI Bank should give much attention to
lower income group of customers.
 T.vasanthi and D.Gowri (2013):-Conducted empiricalstudy on customer perception

towards financial service quality attributes of ICICI Bank. Their main intension is find
customer perception on service quality attributes and satisfaction towards strategies
adopted by ICICI Bank . They are concluded that ICICI Bank found the technology has
significant relationship with transactional and procedural service qualities with
customers.
1.3 Statement of the problem

In today’s competitive world, all organizations are focusing on customer satisfaction. It is
important to study the insight about the level of customer satisfaction with respect to various
financial services aspects of ICICI Bank and to identify the problem areas and proposed
recommendation leading to improvement. This study one of such an attempt. The problems and
suggestions from the Banks to improve service and productivity effectiveness also covered. And
the bank is focusing on customer needs, wants and their satisfaction. The outcome of the study is
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purely based on the responses collected by the customer response and hence it cannot be
generalized at large. Most of the banks has been failed to retain the Customer with banks the
Customer, due to changes in the technology and views expecting Customer centric services from
banks.
1.4 Need for study

The study projections titled “ A STUDY ON CUSTOMER SATISFACTION TOWARDS
VARIOUS FINANCIAL SERVICES PROVIDED BY ICICI Bank LTD ,BALLARI”signifies to
Know effectiveness of products and service in order to serve better services to the customer the
customer and it helps to develops the customer needs and wants. To assess the level of customer
satisfaction on the quality of service provided by the ICICI Bank.
1.5 Significance of the study

This topic is choosen because ICICI Bank is one of the leading company in India and it wings
are spread throughout the world. The company has wider network in world forming their
branches and developing sizable manpower as required employees in each to accomplish better
sales and to customer satisfaction.
The study of this topic will enable us to Know the extent of customer satisfaction, while
analyzing the performance of the ICICI Bank have given importance not only for sales but their
motto is to provide excellent product and service.
1.6 Scope of the study

This study is limited to the consumers with in Ballari city.The study will be able to reveal the
preference, needs, satisfaction of the customers regarding the banking services, it also help banks
to know whether the existing products or services they are offering are really satisfying the
customer needs.
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1.7 Hypothesis of the study

1.Null hypothesis:- There is no difference between customer satisfaction and financial services.
Ho :- c = f
2.Alternative hypothesis:- There is a difference between customer satisfaction and financial

services.
HA:- c ≠f
Note: C-Customer satisfaction
F- Financial Services
1.8 Objectives of the study

1.To study the overview of banking industries evolution.
2. To understand the various financial services provided by ICICI Bank.
3. To evaluate the opinion of customers on the financial services of ICICI Bank.
4. To offers a few suggestions for the improvement of working of Bank.
1.9 Research Methodolog

The study covers both primary and secondary data. Primary data relating to the level of
preferences and satisfaction customers of the banks about the services offered by ICICI Bank
were collected from persons having their accounts in ICICI Bank in Ballari city by interviewing
them directly by researches through the well- structured questionnaire.
For this research ICICI Bank were selected in the city of Ballari. Where customers selected by
randomly. The secondary data was collected from the published records, books, journals and
magazines and web portals
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1.10 Sampling Design

Convenience sampling method is used for the survey of this project. It is a non- probability
sample. This is the least reliable design but normally the cheapest and easiest to conduct. In this
method researcher have the freedom to choose whomever they find, thus the name convenience.
1.11 Sample size

Sample size denotes the number of elements selected for the study. For the present study. 50
respondents were selected at random. All the 50 respondents were the customers of different of
ICICI Bank.
1.12 Sources of data

1 . Primary data:- Primary data will be collect through scheduled questionnaire.
2 . Secondary data:- Secondary data will be collect by web based published sources, books and
articles related to the topic were throughly examined.
1.13 Chapter Scheme of the Study
CHAPTER I
Introduction and Research Design
CHAPTER II
Overview of Banking
CHAPTER III
Banking profile
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CHAPTER IV
Data Analysis and interpretation
CHAPTER V
Findings,Suggestions &Conclusion
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CHAPTER-2
OVERVIEW OF BANKING INDUSTRY
2.1 Evolution of banking system in India

The Existence of money lending activity in India is as old as about 2000 BC to 1500BC.In the
form of joint stock companies may be dated back to 1786, with the establishment of the General
Bank of India. In 1806, the East India Company established the first presidency Bank in Kolkata
with the name “The Bank of Calcutta Limited”. It received royal charter in 1809 and was
renamed as the “Bank of Bengal”. In the same manner, two more banks were established in 1840
and 1843 named “Bank of Bombay” and “Bank of Madras”, respectively. The combination of
Bank of Bengal, Bank of Bombay and Bank of Madras is called Imperial Bank of India.
The first purely Indian Joint stock bank to be established in the country was “The Oudh
Commercial Bank”, established in the year 1889. Later it was followed by the establishment of
Punjab national bank in 1894 and People’s bank in 1901. The Bank of India limited in 1906. The
Central Bank of India Limited in 1911 and many other banks were established on the same line.
In the1920, the “Imperial Bank of India Act” was passed for amalgamating Bank of Bombay,
Bank of Madras, Bank of Bengal such three called as presidency banks and Imperial Bank of
India. The Imperial Bank of India was established in1921. On the basis of the recommendations
of the Banking Enquiry Committee, the Reserve Bank of India Act was passed in 1934. The
Reserve Bank of India was established in 1935. In 1955 the Imperial Bank renamed as SBI.In
1959SBI had 7subsidiarybanks. The Banking regulations Act was passed in the year 1949, this
regulation brought RBI an apex bank under government control.
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2.2 Nationalization of Banks

The Indian banking system made a considerable progress in 1950’s and1960’s, itestablished
close links between commercial banks and industrial houses,resulting in cornering of bank credit
to other sectors such as; agriculture and small scale industries. Functionally the banks catered
only to the needs of organized industrial and trading sectors and neglected the primary sector
such as; agriculture, forestry and fishing, which formed more than 50% of GDP and had to
depend largelyon own financing and on sources outside the commercial banks. It is against
this53backdrop that the process of financial development was given impetus with the adoption of
the policy of social control over banks in 1967.
Nationalization of banks in India was done in two phases. The first phase of nationalization
started in 1955 when the erstwhile Imperial Bank of India becameState Bank of India with an
Act of parliament. During 1959, seven subsidiaries were nationalized and associated with State
Bank of India one by one. This heralded anew beginning in Indian banking system. The State
Bank group became the largest bank in India serving 90 million customers with a network of
over 9000 branches in nook and corners of the country.
The GOI, in the year 1969, nationalized 14 banks having an aggregate deposit of Rs.50 crores or
more and subsequently in the year 1980 the government took over 6 more scheduled commercial
banks with deposits of Rs.200 crores and above. The sole objective was “to serve better the
needs of development of the economy, inconformity with National Priorities and objectives”.
Banks Nationalization Chronology

• 1955 – State Bank of India nationalized.
• 1959 – 7 subsidiaries nationalized and associated with SBI.
1. State Bank of Bikaner and Jaipur
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2. State Bank of Hyderabad
3. State Bank of Indore
4. State Bank of Mysore
5. State Bank of Patiala
6. State Bank of Saurashtra
7. State Bank of Travancore
• 1969 – 14 major commercial Banks nationalized on 19th July 1969.
1. Allahabad Bank
2. Bank of Baroda
3. Bank of India
4. Bank of Maharashtra
5. Canara Bank
6. Central Bank of India
7. Dena Bank
8. Indian Bank
9. Indian Overseas Bank
10. Punjab National Bank
11. Syndicate Bank
12. UCO Bank
13. Union Bank of India
14. United Bank of India
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• 1980 – 6 more commercial Banks nationalized.
1. Andhra Bank
2. Corporation Bank
3. New Bank of India
4. Oriental Bank of Commerce
5. Punjab & Sindh Bank
6. Vijaya Bank
2.3 Structure of banking system in India
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The Indian banking structure comprises a heterogeneous mass covering a wide spectrum
ranging from the unorganized indigenous bankers at the one end and the foreign banks at the
other end. The Indian banking structure has at the apex the RBI entrusted with the responsibility
for the formulation and implementation of the monitory policies of the country, regulating the
banking sector, issuing and managing currency, purchasing and selling of government securities,
and managing the foreign exchange position of the country.
The Reserve Bank derives its powers from the RBI Act of 1935 and the Banking Regulation Act,
1949. It performs the same functions as central banks do all over the world. But the RBI has
taken developmental function also. Under this, it is responsible for institutionalizing of the vast
savings of the country, through spread of banking habits and banking infrastructure. RBI is also
supposed to help in industrialization through developmental organization set up for the purpose
like the IDBI, IFCI, so on. It also oversees the agricultural development is not stifled for want of
credit and has, for the purpose, set up National Agricultural Board for Rural Development
(NABARD).
2.4 Indian Banking structure

Having RBI at the apex, the banks in Indian Banking System are classified into two categories
Reserve Bank of India
 Scheduled Banks
1) State Co-operative Banks
2) Commercial Banks
a) Indian Banks
*Public Sector Banks
i. State Bank of India and its Subsidiaries

ii. Nationalized Banks
iii. Regional Rural Banks

b) Foreign Banks
*Private Sector Banks
 Non-Scheduled Bank
1. Central Co-operative Banks &Primary Credit Societies
2. Commercial Banks
Scheduled Banks
The Scheduled Banks are those which are included in the second schedule of. RBI Act, 1935,
others are non-scheduled banks. The state co-operative banks also come under the category of
scheduled banks. To be included in the second schedule a bank (a) must have a paid up capital
and reserves of not less than Rs.5 lakhs, (b) it must also satisfy the RBI that its affairs are not
conducted in a manner detrimental to the interests of its depositors. Scheduled banks are required
to maintain a certain amount of results with the RBI. They enjoy the facility of financial
accommodation and remittance facilities at concessional rates from the RBI.
Non Scheduled Banks

The Non-Scheduled banks are those joint stock banks that are not listed in theSecond schedule to
the RBI Act, in 1939, i.e., when the RBI Act had been around four years, there were about 1500
joint stock banks in the country of which as many as about 1400 were unscheduled. However,
now the number has come down and the volume of their business is negligible small. The other
unscheduled banks have since either closed down or merged with other scheduled banks or
converted themselves into non-banking companies
Public Sector Banks

The Public Sector Banks (PSB) comprises of;

1) The State Bank Group
2) Nationalized Banks and
3) Regional Rural Banks.
The State Bank Group
The State Bank Group comprises of State Bank of India and its seven associates, which are:
1. State Bank of Bikaner and Jaipur.
2. State Bank of Hyderabad
3. State Bank of Indore
4. State Bank of Mysore
5. State Bank of Patiala
6. State Bank of Saurashtra
7. State Bank of Travancore
The State Bank of India is unique among the public sector banks on two
accounts:
1) The bank was mandated by the governing act to extend banking facilities on a large scale and
more particularly to rural and semi-urban areas.
2) The bank has traditionally conducted the treasury operations on behalf of theCentral and state
governments and has, therefore, had a close relationship with the government departments and
undertakings.
Nationalized Banks

The Nationalized Banks Group originally comprised 20 banks of which 14were nationalized in
1969 and 6 in 1980 and one of them – the New Bank of India, was later merged with Punjab
National Bank. Thus 27 banks constitute public sector in Indian Commercial Banking. With
these two rounds of nationalization and State Bank of India, being already in the ownership of
the RBI to the extent of its equity, the organized banking sector has come in the government
control. The nationalization of banks was done with a view to serving better the developmental
needs of all sectors of the economy in consonance with the national policies and priorities. The
broad aim81gottranslated into spreading of banking areas, increased mobilization of savings,
removal of regional disparities and channelizing credit into the weaker sections of the society.
Regional Rural Banks

Regional Rural Banks are an institution unique to our country. They came into existence on 2nd
October, 1976. The need for these banks was felt because despite the existence of co-operative
banks over last several decades and the progress recorded by the commercial banks since their
nationalization, there still exists, a vast gap in supply of credit to the rural areas. RRBs were
established to operate exclusively in rural areas to provide credit to small farmers, agricultural
labourers, artisans, and small entrepreneurs. These banks are governed by the RRB Act, 1976.
Each of them was formed with an authorized capital of Rs.1 Crores and an initial paid up capital
of Rs.25Lakhs contributed by the sponsor bank of each RRB, the state government, and the
central government. These rural banks are supposed to have one or two districts as their area of
operation and are expected to have branches up to a number of 100although many RRBs have
long since cross that number by a wide margin.
Private Sector Commercial Banks

The Private Sector Commercial Banks comprise the unscheduled joint stock banks as well as
some of the schedule banks. However, with two rounds of nationalization and several rounds of
mergers and closures there number has comedown significantly. Even in terms of importance by
way of spread of networkand magnitude of business, this group has since been marginalized.

After the nationalization of banks, new banks in the private sector could not be set up in India,
though there was no legal bar to that effect. The NarasimhamCommittee on financial sector
recommended the establishment of such banks in India. The RBI therefore issued guidelines for
setting-up of new private sector banks in India in January, 1993. These guidelines aimed at
ensuring that the new banks are financially viable and technologically up to date from the start.
They are expected to start functioning in a professional manner so as to improve the image of
commercial banking system and to win the confidence of the depositing public. The new banks
shall be governed by the provisions of RBI Act, Banking Regulation Act, and other relevant
statutes and shall follow all the directions, instructions, guidelines and advises given by the
Reserve Bank. The private sector banks that have been established so far are; IDBI, ICICI, Axis
Bank, to name a few.
Local Area Banks

In 1996, government decided to allow new local area banks with the twinObjectives of: a)
providing an institutional mechanism for promoting rural and semi urban savings and b) for
providing credit for viable economic activities in the local areas as.These banks will be
established as public limited companies in the private sector and will be promoted by the
individuals, companies, trusts, and societies. The minimum paid up capital of such banks to be
Rs.5 crores with promoter’s contribution of at least Rs.2 crores. They are expected to be setup in
district towns and the area of their operation would be a maximum of three geographically
contiguous districts where they can open their branches. A few local area banks have already
been allowed to be setup.
Co-operative Banks
The Co-operative credit structure in India for short and medium term loans is athree tier federal
structure. At the apex in each state is a State Co-operative Bank(SCB), at the district levels are
the District Central Co-Operative Banks (DCC), and at the base are the primary credit societies,
agricultural credit societies in village and urban co-operative banks and credit societies of the
structure only the state cooperative banks figure in the second schedule of the RBI Act and hence
have the status of scheduled banks. The co-operative banks at the state level and at the district
level perform the usual banking functions although the credit societies are only what their
nomenclature suggests.
Foreign Banks
The Foreign Banks include the branches in India of those banks which are incorporated abroad.
Opening of branches in India of these foreign banks is largely bilateral matter with that country
although the RBI remains the licensing authority. These foreign banks operate in India mainly
from the Metropolitan cities and maintain strong profile in banking business related to foreign
trade. Of late, however, many of these foreign banks have also started making forays into the
retail personal banking segment in the country.
Development Banks
The Development Banks do not perform the banking business as per the legal definition of the
word, but as far as the meeting of credit requirements of the large and medium industrial sector
in the country is concerned, they have a pivotal role. Some of the more important development
banks in the country are; Industrial Development Bank of India (IDBI), Industrial Finance
Corporation of India (IFCI), Industrial Credit and Investment Corporation of India (ICICI), the
various State Financial Corporation(SFCs), the Industrial Investment Bank of India (IIBI), and so
on. Of this, only the ICICI is in the private sector. All these development banks are expected to
meet the long and medium term credit needs for fixed capital of the large and medium sector
industries. However, IDBI also supports the small scale sectors indirectly by way of its refinance
and bills rediscounting schemes, and acts as an apex development bank.
2.5 Meaning of Bank

A bank is an institution which deals activities of accepting deposits and lending loans and
advances to the general public.
Definitions of Bank
Crowther defines a bank as “One that collects money from those who have it to spare or who are
saving it out of their income and lends the money so collected to those who required it”.
According to 5(1)(b) of the Banking Regulation Act, 1949 “Banking means 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’’.
2.6Meaning of customer
Customer is a person who has an account in a bank.
Definition of customer
Crowther defines a bank as ‘one that collects money from those who have it to spare or who are
savings it out of their income and lends the money so collected to those who required it’.
According to 5(1)(b) of the Banking Regulation Act,1949 ‘Banking means 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 orotherwise’.
Meaning of public sector and private sector banks

Public sector banks: Those banks where the government holds the majority of more than 50%
of the shares and these banks completely owned and controlled by government.
Private sector banks: Those banks where the private institutions or individuals hold more than
50% of the shares and these banks owned and controlled by private bodies are individuals.

Customer satisfaction
Satisfaction of a process by which an individual select, organize and Interpret stimuli in a
meaningful picture of the world. Also, we can describes “how we see the world around us”.
Perception is the process of selecting, organizing and interpreting or attaching meaning to events
happening in environment. Our perception is an approximation of reality. Our brain attempts to
make sense out of the stimuli to which we are exposed. This works well when we are about to
perceive familiar facts. However, our perception is sometimes “off” when we are not clear about
concepts. Perception is one of the objects studied by the science of consumer behavior.
Analyzing the work of scientists studying the consumer behavior, it is possible to make a
conclusion that perception is presented as one of personal factors, determining consumer
behavior.
2.7 Importance of Customer satisfaction

Customer satisfaction is an important component of our relationship with our customers.
Customer satisfaction is a mental state which results from the customer comparison of
expectations prior to a purchase with performance perceptions after a purchase. A customer may
make such comparisons for each and every part of an offer called “domain-specific satisfaction”
or for the offer in total called “global satisfaction”. Moreover, this mental state, which we view
as a cognitive judgment, is conceived of as falling somewhere on a bipolar continuum bounded
at the lower end by a low level of satisfaction where expectations exceed performance
perceptions and at the higher end by a high level of satisfaction where performance satisfaction
exceed expectations.
The lowest level at which an individual can experience a sensation

is called the absolute threshold. In other words, the point at which an individual senses a
difference between something and nothing is referred as absolute threshold for example notice of
bill board while driving car, Point at which you notice vibrating sound of tongs, point at which
you feel cold etc. As our exposure to the stimulus increases we notice it less for example taking
bath cold water every day no shivering or cold as “getting used to”. In the field of satisfaction the
term adaption refers specially to “getting used to “certain sensations.

2.8 Features of banks

1. Dealing in money: Bank is financial institution which deals with other people’s
money i.e. money given by depositor.
2. individual or firm or company: A bank may be person, firm or company. A

banking company means a company which is in the business of banking
3. Acceptance of deposit: A bank accepts money from the people in the form of
deposits which are usually repayable on demand or after the expiry of a fixed period.
It acts as a custodian of funds of its customers.
4. Giving loans and advances: A bank lends out money in the form of loans to those
who require it for different purposes. Bank provides many kind of loans to public.
5. Payment and withdrawal: A bank provides easy payment and withdrawal facility to
its customers in the form of cheques and drafts, it also brings bank money in
circulation. This money is in the form of cheques, drafts, etc.
6. Agency and utility service orientation: A bank provides various banking facilities
to its customers. They include general utility services and agency services.
7. Profit and service orientation: A bank is a profit seeking institution having service
oriented approach and earning profits by the banking business.
8. Connecting link: A bank acts as a connecting link between borrowers and lenders of
money. Banks collect money from those who have surplus money and give the same
to those who are in need of money.
9. Banking business: A bank’s main activity should be to do business of a banking
which should not be subsidiary to any other business.
10. Name identity: A bank should always add the word ‘’bank’’ to its name to enable
people to know it is a bank and that it is dealing in money.
2.9 Functions of commercial banks

Commercial to perform a variety of functions which are common to both developed and
developing countries. These are known as ‘General banking’ functions of the commercial banks.
The modern banks perform a variety of functions. These can be broadly divided into two
categories: (a) Primary functions and (b) Secondary functions.
A. Primary Functions
Primary banking functions of the commercial banks include:
1. Acceptance of deposits
2. Advancing loans
3. Creation of credit

4. Clearing of cheques
5. Financing foreign trade
6. Remittance of funds
1. Acceptance of Deposits: Accepting deposits is the primary function of a commercial bank

mobilize savings of the household sector. Banks generally accept three types of deposits viz., (a)
Current Deposits (b) Savings Deposits, and (c) Fixed Deposits.
2. Advancing Loans: The second primary function of a commercial bank is to make loans and
advances to all types of persons, particularly to businessmen and entrepreneurs. Loans are made
against personal security, gold and silver, stocks of goods and other assets. The most common
way of lending is by:
(a) Overdraft Facilities
(b) Cash Credit
(c) Discounting Bills of Exchange
(d) Money at Call
(e) Term Loans
(f) Consumer Credit
(g) Miscellaneous Advances
3. Creation of Credit: A unique function of the bank is to create credit. Banks supply money to
traders and manufacturers. They also create or manufacture money. Sayers says “banks are not
merely purveyors of money, but also in an important sense, manufacturers of money.”

4. Promote the Use of Cheques: The commercial banks render an important service by
providing to their customers a cheap medium of exchange like cheques. The cheque is the most
developed type of credit instrument in the money market.
5. Financing Internal and Foreign Trade: The bank finances internal and foreign trade through
discounting of exchange bills. Sometimes, the bank gives short-term loans to traders on the
security of commercial papers. This discounting business greatly facilitates the movement of
internal and external trade.
6. Remittance of Funds: Commercial banks, on account of their network of branches

throughout the country, also provide facilities to remit funds from one place to another for their
customers by issuing bank drafts, mail transfers or telegraphic transfers on nominal commission
charges.
B. Secondary Functions
Secondary banking functions of the commercial banks include:
1. Agency Services
2. General Utility Services
These are discussed below.
1.Agency Services: Banks also perform certain agency functions for and on behalf of their
customers. The agency services are of immense value to the people at large. The various agency
services rendered by banks are as follows:
(a) Collection and Payment of Credit Instruments: Banks collect and pay various credit
instruments like cheques, bills of exchange, promissory notes etc., on behalf of their customers.
(b) Purchase and Sale of Securities: Banks purchase and sell various securities like shares,
stocks, bonds, debentures on behalf of their customers.
(c)Banks collect dividends and interest on shares and debentures of their customers and credit
them to their accounts.

(d) Acts as Correspondent: Sometimes banks act as representative and correspondents of their
customers. They get passports, traveller’s tickets and even secure air and sea passages for their
customers.
(e) Income-tax Consultancy: Banks may also employ income tax experts to prepare income tax
returns for their customers and to help them to get refund of income tax.
(f) Execution of Standing Orders: Banks execute the standing instructions of their customers
for making various periodic payments. They pay subscriptions, rents, insurance premium etc., on
behalf of their customers.
(g) Acts as Trustee and Executor: Banks preserve the ‘Wills’ of their customers and execute
them after their death.
2. General Utility Services: In addition to agency services, the modern banks provide many
general utility services for the community as given.
(a) Locker Facility: Bank provides locker facility to their customers. The customers can keep
their valuables, such as gold and silver ornaments, important documents; shares and debentures
in these lockers for safe custody.
(b) Traveller’s Cheques and Credit Cards: Banks issue traveller’s cheques to help their
customers to travel without the fear of theft or loss of money. With this facility, the customers
need not take the risk of carrying cash with them during their travels.
(c) Letter of Credit: Letters of credit are issued by the banks to their customers certifying their
credit worthiness. Letters of credit are very useful in foreign trade.
(d) Collection of Statistics: Banks collect statistics giving important information relating to
trade, commerce, industries, money and banking. They also publish valuable journals and
bulletins containing articles on economic and financial matters.
(e) Acting as Referee: Banks may act as referees with respect to the financial standing, business
reputation and respectability of customers.

(f) Underwriting Securities: Banks underwrite the shares and debentures issued by the
Government, public or private companies.
(g) Gift Cheques: Some banks issue cheques of various denominations to be used on auspicious
occasions.
(h) Accepting Bills of Exchange on Behalf of Customers: Sometimes, banks accept bills of
exchange, internal as well as foreign, on behalf of their customers. It enables customers to import
goods.
(i) Merchant Banking: Some commercial banks have opened merchant banking divisions to
provide merchant banking services.
2.10 Role of commercial banks in India

The commercial banks help to bring rapid growth in a country there by giving
many chances of doing business even without initial capital start-ups in the way of loans. Some
of the role of commercial banks includes
1) Giving loans to individual: One of the roles of a commercial bank includes giving
loans to both individual who wants to go into business or those already in the
business and also company seeks to enlarge their business scope.
2) Primary industries and trade: The commercial banks help to promote trade and
industries in a society. They help an emerging trade to stabilize by way of either
giving loan or helping in securing their finance.
3) Promotion of capital formation: The commercial banks promote capital formation
in the society for better investment. This means banks helps to encourage business
bodies and individual took save their money in order to have capital formation.
4) Development of agriculture: The banks are providing loans to agriculture for
development and modernization of agriculture. In recent years the State Bank of India
and other commercial banks are granting short term, medium term and long term
loans to agriculture.

5) Facilitates for monetary policy: well-developed banking is a necessary pre-

condition for the effective implementation of monitory policy. Control and regulation
of the credit by the monitory authority is not possible without the active co-operation
of banking system in the country.
6) Encourage innovation: Entrepreneurship and innovation go hand in hand. Banks
encourage entrepreneurship by attractive credit which empowers them towards
innovation.
7) Regional development: Banks are playing an important role in achieving balanced
development in different regions of the country. The re-allocation of funds between
regions will promote economic development in under developed areas of the country.
8) Help to economic growth: The most important role of bank is that they help in
growth of any given economy. They help to boost the economic growth by proper
circulations of funds and money.
2.11 List of public sector banks in India
1. Allahabad bank
2. Andhra bank
3. Bank of Baroda
4. Bank of India
5. Bank of Maharashtra
6. Canara bank
7. Central bank of India
8. Corporation bank
9. Dena bank
10. Indian bank
11. Indian overseas bank
12. Oriental bank of commerce
13. Punjab and Sind bank
14. Punjab national bank
15. Syndicate bank

16. UCO bank

17. Union bank of India
18. United bank of India
19. Vijaya bank
20. State bank of India
21. State bank of Bikaner and Jaipur
22. State bank of Patiala
23. State bank of Hyderabad
24. State bank of Mysore
25. State bank of Travancore
26. IDBI bank limited
27. Bharatiya Mahila bank
2.12 List of few private sector banks in India

1. ICICI bank
2. Axis bank
3. HDFC bank
4. Federal bank
5. ING Vysya bank
6. Yes bank
7. Kotak Mahindra bank
8. Karnataka bank limited
9. Lakshmi Vilas bank
10. City union bank
11. Karur Vysya bank
12. Dhanalakshmi bank
13. Bank of Rajasthan
14. Bharath overseas bank
15. Development credit bank
16. Jammu & Kashmir bank

17. South Indian bank

18. Saraswat bank
19. Rupee bank
20. Indus Ind bank
21. Ratnakar bank
22. Tamilnad mercantile bank etc

CHAPTER -3
BANKING PROFILE
PART-A
3.1 History
ICICI Bank started as a wholly owned subsidiary of ICICI limited, an Indian financial institution
in 1994. Four years later, when the company offered ICICI Banks shares to the public. ICICI's
shareholding was reduced to 46%. In the year 2000, ICICI Bank offered made an equity offering
in the form of ADRs on the New York stock exchange (NYSE), thereby becoming the first
Indian company and the first Bank or financial institution from non- Japan Asian to be listed on
the NYSE. In the next year, it acquired the Bank of Madura limited in an all- stock
amalgamation. Later in the year and the next fiscal year, the bank made secondary market sales
to institutional investors. With a change in the corporate structure and the budding competition in
the Indian Banking Industry, the management of both ICICI and ICICI Bank were of the opinion
that a merger between the two entities would prove to be an essential step. It was in 2001 that the
Boards of directors of ICICI and ICICI Bank sanctioned the amalgamation of ICICI and two of
it’s wholly owned retail finance subsidiaries, ICICI personal financial services limited and ICICI
capital services limited, with ICICI Bank. In the following year, the merger was approved by its
shareholders, the high court of Gujarat at Ahmedabad as well as the high court of judicature at
Mumbai and the Reserve Bank of India.
3.2 The Success Journey

 In 1994, ICICI Bank was promoted, by ICICI limited, the Indian financial institution.

 In fiscal 1998, through a public offering of shares in India. ICICI’s shareholding in ICICI
Bank was reduced to 46%.
 In 1999, ICICI become the first Indian company and the first Bank or financial institution
from non- Japan Asia to be listed on the NYSE.
 2000 saw an equity offering in the form of ADRs listed on the NYSE.
 In fiscal 2001, ICICI Bank acquired Bank of Madras, in all-stock amalgamation.
 In 2001 and 2002, ICICI propagated Secondary market sales to institutional investors.
 In October 2001, the Boards of directors of ICICI and ICICI Bank approved the merger of
ICICI and two of its wholly- owned retail finance subsidiaries, ICICI personal financial
services limited and ICICI capital services limited, with ICICI Bank.
 In 2002, the shareholders along with the high court of Gujarat and the high court of
judicature as well as the Reserve Bank of India approved the merger.
 In April 1997, RBI approved the scheme of amalgamation.
 In August 2010, the amalgamation of Bank of Rajasthan LTD. With ICICI Bank LTD.
Came into effect. The merger substantially enhanced the combined branches network to
over 2500 across the country.
3.3 Mission
It will leverage the people, technology, speed and financial capital to be the banker of first choice
for the customers by delivering high quality, world-class products and services.Practice customer
relationship management and strive for customer delight, service and after sales service, develop
and extend relationships
 Maintain a healthy financial profile and diversify the earnings across businesses and
geographies.
 Maintain high standards of governance and ethics
 Create value for the customer.
 Be the banker of first choice for our customer by delivering high quality, world-class
products and services.

 Expand the frontiers of our business globally
3.4 Vision
 To be the leading provider of financial services in India and a major global bank.
 To cater to all the financial requirements of our prospects, customers and clients.
 To provide service to customer.
 To focus on customer needs and wants.
3.5 Organization Structure

Company profile
Name of bank : ICICI Bank LTD
Date of establishment :05 – 01- 1994
Business operation : Banking, Financial services,
Product and services : Deposits, loans, investments, other services
Key person (chairman) :Girish Chandra Chaturvedi
Area serve : World wide
No. Of employee : 84, 489
Headquarter : Mumbai, Maharashtra, India
Website : www. icicibank.com
3.6Board committee
Audit committee :

Mr.sridarlyengar, chairmanCorporate social responsibility committee:
Mr. M.K Sharma, Alternative chairman Mr.M.K. sharma, Chairman
Mr.Narendra murkumbiDr. Anup k. Pujari
Mr. V. SridarMS.Chanda D. Kochhar
Mr. Girish Chandra Chaturvedi
Committee of executive Directors :
MS. Chanda D. Kochhar, ChairpersonCustomer service committee:
Mr. Saddeep Bakshshi Mr. N.S kaman Mr. K.rkamath, chairperson
Mr. R. Ramkumar Mr. Narendra Murkumbi
Mr. Sonjoy Chatterjee Dr. M.S Ramachandran
Mr. M.k Sharma
Mr. Chandra D. Kochhar
Board Governance Remuneration and Nomination committee:
Mr. M.K Sharma, chairman
Mr. K.V kamath
Mr. Anupampuri
Prof. Marti G. Subrahmanyam
3.7 Awards
The ICICI Bank is getting more awards but now. I am taking only few year like 2009 to 2018
2018:

 Best use of digital and channel technology

 Best payments initiative
 Best IT risk and cyber security initiatives
2017:
 The‘BestCSR and sustainability practices Award'

 Contact center world Awards
 National Awards for excellence in CS
2016:
 The Best derivatives house of the year

 The Best foreign exchange provides in India
 The Best private sector Bank Award
 The golden cart summit and Award
 The Best retail Bank in India
 The Financial services Award
 The global safety Award
 The National payments excellence Award
2015:
 The ‘Best private sector Bank’

 The ‘ Dun and Bradstreet Banking Award’
 The ‘ Best phone Banking for end- users’
 The Award of ‘Top Borrowers in Asia’
 The EFMA- Accenture Innovation Award
2014:
 The Polaris Financial Technology Banking Award

 The Best service provider- Award
 The Excellence in retail Financial Services Award

 The Best microfinance Business and Best Retail Award

 The Best cash management Bank in India
2013:
 The Asian Banking and Finance Retail Banking Award

 The Best trade Bank in India Award
 The special IT innovation Award
 The Asset Triple a country Award
 The Asian Banking and Finance wholesale Banking Award
2012:
 The Dataquest Technology innovation Award

 The Best Bond House (India)
 The Best Trade finance Bank in India
 The Best Bond House (India) Award
 The century international quality era Award
2011:
 The Best SME Bank (India)

 The Best e-commerce Bank (India)
 The Best Domestic Trade finance Bank (India)
 The Asset Triple A Award
 The Best Domestic Transaction Bank (India)
2010:
 The world Finance UK Award

 The financial express Best Banker Award
 The private equity investment
 The precious metals investment
 The Euro money private Banking Award

2009:
 The Brandon Hall Excellence in learning Award

 The Best NRI services Bank.
 The Excellence a private Banking Award
 The Excellence in Remittance Business
PART- B
3.8 History of Banking
ICICI Bank was established by the industrial credit and investment corporation of India (ICICI),
an Indian Financial institution, as a wholly owned subsidiary at Ballari. The parent company was
formed in 1995 as a joint- venture of the world bank, Indian's public sector Banks and
publicsector companies to provide project financing to Indian industry. The bank was founded as
the industrial credit and investment corporation of India Bank, before it changed its name to the
abbreviated ICICI Bank.
The parent company was later merged with the Bank launched
internet banking operations ICICI Bank transformed it’s business from a development Financial
institution offering only project Finance to a diversified Financial services group,offering a wide
variety of products and services, both directly and through a number of subsidiaries and
affiliates like ICICI Bank.
3.9 Organization Structure

Branch Profile
Bank : ICICI Bank LTD
Branch : Ballari.
IFSC code : ICICI 0001092
Address : ICICI Bank LTD – 1st floor –Gayathri commercial

complex -near durgamma temple – Bellary 583101
Contact : Prashanth D.P.8392653535
City : Ballari
District : Ballari
MICR code : 583229002
State : Karnataka
PART- C
3.10 Financial products and services
The ICICI Bank is help full to customer needs and their wants. So we can see as following
under:
1 Deposits
2 Loans and advances
3 Investment options
4 Services
 Accounts
 Cards
 Insurance
 Packet wallet
 M- Banking
1.Deposits:-
Types of deposits offered by the ICICI Bank
*Savings deposits

* Current deposits
* Fixed deposits
 Savings deposits Account
A savings Bank account is an which is generally opened by the people of lower and
middle income groups how to save a part of their current income for their future need and earn
certain interest income on their savings. Almost all commercial Banks provide savings bank
facilities to there people. Because of the extension of banking facilities particularly after the
nationalization of some major banks in 1969 and the growth of banking habit amongst the
people, the savings deposits of all commercial Banks have gone up considerdly
Features of savings Deposits Account
1. These accounts are generally opened by the people who wish to save and deposit a little
portion of their earnings
2. These People include salaries class, low and middle income groups, formers, small traders
etc.
3. Such an account can be opened with an initial deposit of Rs.5 or Rs.10
4. Any amount of money can be deposited any number of times to their account by the
account- holder. There amount of money can be deposited any number of times to the
account by the account by the account- holders.
5. The amount to be withdrawn on a single day is also restricted to Rs. 1000 or 10 percent of
the credit balances whichever is greater. But banks may relax these rules in approved
cases.
6. Minimum balance to themaintained in this account is Rs.5 or Rs.10, if cheque book facility
is not given and Rs.100 or 250 if cheque book facility is given
7. Money is deposited in this account by filling in the pay- in- slip
8. Cheques or separate withdrawal forms can be used to withdraw money from their account
9. Normally interest at 4.50 or 5 percent p.aon the credit balance this account is given.Interest
is calculated on the minimum credit balance of this account between the 10th and last day
of the month on every complete sum of Rs. 10. It is credited to the account

Documents required to open a new savings bank accounts are :-
*Voter ID, Ration card, pan card Adhar card
* Telephone bill or current bill
* LIC policy
* Driving license or any license from Government
* Photos
 Current deposits Account

Current Account is a type of deposit repayable always on demand and hence it is known as
demand deposit or demand liability of the commercial bank. Current account are opened by
businessmen, firms, companies, public enterprises, etc. Whose banking transactions happen
to be numerous on every working day. The banker- customer relationship is based mainly on
the opening of a current account and the transactions carried on such account. The most
important characteristic of a current account is that money can be deposited any number of
times and in any size of amount. Similarly money can be withdrawn any number of times and
in any size of amount, subject of course to the credit balance available.
Characteristics of current Account :-
1. A current account is meant for the convenience of the customers who are relived of the
task of handling cash themselves and taking the risk inherent there in. Thus the primary
object of opening a current account is different from the object of opening other types of
account in a bank
2. Current account is a running account between the customer and the banker
3. The credit balance to the Customer's current is always repayable on demand
4. The customer is required to maintain certain minimum balance in his current account
5. The current account is operated only through cheques
Documents required to open a new current account are:-
* Pan card
* Voter ID

* VAT or partnership deed or firm registration copy
 Fixed deposit Account

Fixed deposit refers to the money deposited by a customer with a bank, for a fixed specified
period of time in advance. Fixed deposit is also known as term deposit. Fixed deposit is
repayable on the expiry of the specified period of time. It carries relatively a higher rate of
interest to attract rich Customers having surplus money and intending to get a steady and regular
income there from, Fixed deposits is and regular fixed income without the risks of the business.
Bankers also prefer fixed deposits because such deposits enable the banker to use the funds
profitability for relatively longer period as the funds are not returnable on demand. The bankers
also need not keep large cash reserves against such deposits.
Main features of fixed deposit Account
1. Fixed deposit refers to a sum of money kept with a bank for a fixed specified period
oftime.A fixed deposit receipt is issued by a bankers acknowledging the amount of
deposit
2. It carries a relatively higher rate of interest than any other types of deposit account.
However the rate of interest on fixed deposits varies depending upon the period of the
deposit.
Interest Rates
The ICICI Bank will offers the different types of deposit and it will pay differ rate on deposits
for the customer. The rate will differ from account to account and it’s based on the term or
period of the fixed deposits and savings deposits.
S.No Types of deposits Interest rates
1. Saving deposits 3.5%

2. 30 to 45 days deposits 7.00%


5. 6 months to 12 months 9.50%
6. 13 months to 36 months 11.00%
7. Above 37 months 12.00%
8. Above 72 months 24.00%
2.Loans and advances:-

A loan is a type of department, like all debt instruments, a loan entails the redistribution of
Financial assets over time, between the lender and the borrowers.
In a loan, the borrower initially receiver or borrows an amount of money, called the
principal from the lender and is obligated to pay back or repay an equal amount of money of the
lender at a later time.
*Secured loan:-A secured is a loan in which the borrower pledges some asset (eg. Land or
property) as collected for the loan.
* Unsecured loans:- unsecured loans are monetary loans that are not secured against the
borrowers assts. But the ICICI Bank will not issuing the unsecured loans.
Different types of loans and advances offered by ICICI Bank
*Security loan
* Vehicle loan
* Home loan
* Personal loan
* Agriculture loan
The ICICI Bank will offer the different types of schemes such as loans and
advances and deposits in the Ballari city. The bank increasing it’s growth year to year. The bank
will offer the different types of loan such as follows.

*Security loan:-A secured loan is a in which borrower pledges some asset (eg. Car property) as
collateral for t loan, which then becomes a secured debt owed to the creditor who gives the loan.
Loan secured by the pledge of any marketable asset as collateralized by marketable securities.
*Vehicle loan:- Personal car loans which you obtain in your own name for the purpose of
purchasing a car. They cannot be used for other expenses, or for other purchases. They must be
spent on a car, which the lender then uses as collateral to secure the loan.
*Home loan:- A mortgage loan is very common type of debt instruments, used by many
individuals to purchase housing in their arrangement, the money is used to purchase the property.
The financial institution, however is given security a lien on the little to the house- unit the
mortgage is paid off in full. If the borrower defaults on the loan, the bank would have the legal
right to repossess the house and sell it, to recover sums owing to it.
* Personal loan:- Personal loan are tricky – we never can quite make out whether it is
absolutely necessary or if it is just a luxury you will be paying back for the next few years. That
new computer, or that credit card outstanding, or the house refurnishing, the need for personal
loans is never ending.
* Agriculture loan:- ICICI Bank offers a range of agriculture loans. You can use our overdraft
facility to meet the cost of cultivation and working capital activities for forming and allied
activities. We also offer term loans for buying cattle, purchase of equipments for irrigation and
other agricultural requirements.
a. Retail Agri loan – Kisan credit card / Kisan card:-Kisan credit card (kcc) is a
specially designed credit card for farmers. This card gives you the facility of a Hassel
free and convenient credit to meet your day to day farming requirements.
b. Long term loan for agriculture and allied activities ( Agri term loan):- You can get
term loans to buy cattle or agriculture equipment as a part of the agricultural term loan
(AgriTL) Scheme from ICICI Bank. Repay these loans over a period of 3-4 years in
monthly ( half yearly ) yearly installments as per your convenience.
Forms or Types of advances:-

*Loans:- loans is amount borrowed from bank. The nature of borrowing is that the money is
disbursed and recovery is made in instruments. While lending money by way of loan, credit is
given for a definite purpose and for a pre-determined period.
*Cash credit:- Cash credit is a flexible system of lending under which the borrower has the
option to withdraw the funds as and when required and to the extent of his needs.
*Over draft:- Overdraft is a facility is more or less similar to ‘ cash credit’ facility. Overdraft
facility is the result of an agreement with the bank by which a current account holder is allowed
to draw the over and above the credit balance is his/her account.
The following are some of benefits of cash credits and Overdraft:-

1. Cash credit and Overdraft allow flexibility of borrowing, which depends upon the need
of the borrower.
2. There is no necessity of providing security and documentation again and again for
borrowing funds.
*Discounting if bills :- Apart from sanctioning loans and advances, discounting of bills of
exchange by bank is another way of making funds available to the customers.
3.Investment options:-
Every individual has specific needs and priorities. Your needs could vary from buying a house,
providing for your child's education, getting your child married, retirement and many more.
ICICI Bank's investment services Cates your all Financial needs and help secure your future
*Fixed deposit:- At ICICI Bank, we offer you fixed deposit which is one of the safe and secured
instruments to invest into. Attractive rate of returns and flexibility to withdraw funds as and
when require are some of the benefits of fixed deposit along with case of investment and loan
against deposit.
*Bonds:- At ICICI Bank, we offer various types of bonds, which help investors to invest in the
instruments having fixed maturity with regular interest over a specified period of time.

* Senior citizens saving scheme:-A new avenue of investment for senior citizen which ensures
safe and assured returns. The account may be opened by an individual or in joint holding with
spouse.
* Public provident fund:- ICICI Bank offers public provident fund scheme for salaried as well
as for self employed people to encourage savings habit and provides long term investment
avenue which ensure safety.
* Sukanya samriddhi yojana(ssy) Account:- Sukanya samriddhi yojana (ssy) scheme

launched by government of India as a part of ‘Beti Bachan Beti padhan’ campaign.
* Investment products:- ICICI Bank offers you following wide range of investment products
which may help you to diversify your investment holdings.
* Mutual funds:- Mutual funds, with their professional management through the expertise of
their fund managers are one of the best- option to meet your long term investment goals. In
addition, it also bring the advantages of diversification, liquidity, convince and tax efficiency.
* Gold monetization scheme:- Resident Indians can deposit gold under monetization scheme.
The deposit will be denominated in grams of gold with purity 995. The deposit will help the
depositor earn interest at the rate of interest decided by central government and notified by
Reserve Bank of India from time to time.
4.Services:-
 Accounts
*Saving accounts:- With a regular savings account you can enjoy a large number of value added
benefits, get delighted with security and easy banking.
*3 in 1 accounts:- This account is full helps to business, family, other place. The link between
above two Customers and their opening the account.
*Salary account:- Who is Customer getting the salary they use this account and get a good
benefits and security.

*Pension account:- For a financial and security or purpose of future getting benefit after your
retirements.
*Current account:-This account is fully helps to business activities for purpose of huge amount
of transactions.
 Cards
*Credit card:- ICICI Bank credit cards give you the facility of cash, convenience and a range of
benefits, anywhere in the world. These benefits range from life time cards, insurance benefits,
global emergency assistance service, discounts, utility payments spend anytime and anywhere.
*Debit cards:- Experience the convenience of cashless shopping with enhanced security and
highest rewards with ICICI Bank debit cards.
*Prepaid cards:- Enter the world of smart payment solutions that offer convenience and secure
ways to spend anytime and anywhere.
* Travel cards:- Enjoy the convenience of hassle free payments aboard with secured and safe
international payment tool – ICICI Bank travel card.
*Unifare metro cards:- A unique card that collaborates the benefits of a debit or credit card,
and a metro smart card.
 Insurance
We work hard to provide the best to our families so that they lead happy and
comporable lives. Certain events like unfortunate death of earning members, critical
illness, medical emergency, accident natural and man- made calamities.
*Life insurance:- The life insurance is involving any uncertainties of life, then we recovery of
our money.
Ex:- a) PRADHAN MANTRI SOCIAL SECURITY SCHEME. In this policy is death of covered
2lakhs at premium of Rs.12.

*General Insurance:-The general insurance policy is secure your families health, insurance
yourself against medical emergency when traveling abroad insure your vichles and your home
with there general insurance
Ex:- car insurance, home insurance, other insurance etc.
 Pocket wallet
*Pockets by ICICI Bank:-Pockets by ICICI Bank are a unique ‘Digital Bank’. It’s first offering
is a wallet - a virtual place to store your money and use it for various transactions like mobile
recharge, send money, send gifts, pay bills and many more.
 M- Banking
With ICICI Bank mobile banking discover quick, simple and convenient way to
take command of your bank account, on your mobile phone.
Mobile Banking has the following advantages:-
1. Safe and secure Banking

2. Get exciting offers and discounts
3. Banking services without interest
*I Mobile:- Discover the most comprehensive mobile banking app with over 150 services
today. Get complete control of your bank account, now an mobile.
*SMS Banking:- you do not need a smart phone or a data plan activated on your mobile phone
to avail our mobile Banking services.
*Mobile money :- Mobile money is an account on your mobile phone where your mobile
number itself is the account number. Mobile money accounts are offered by ICICI Bank in
association with Telecom network providers.
*Dial * 99# :- ICICI Bank presents national unified USSD platform (NUUP) a simple and
convenient way to access your account from mobile without internet connection or a smart

CHAPTER – 4
DATA ANALYSIS AND INTERPRETATION
Introduction
The present chapter analyse the application of statistical tools, interprets the facts and figures to
test the customers satisfaction on banking services. The measurement of the customer
satisfaction of service quality of private sectorbank, setting the dimensions of service quality to
serve as bench marks for measurement and test satisfaction of customers. An ascertainment of
service quality requires taking all of its conceivable dimensions into consideration.
The significant atibutes that can reflect the customers satisfaction with regard to service quality
in the bank. An elaborate explanation of each attribute of service quality dimension is also
presented in this chapter. The customer wants to avail different services offered to them by bank.
Delivering service will become as quality service if it means the customers expectation. The
customer expectation depends upon the customer satisfaction, which may differ from person to
person.
An analysis regarding A study on customer satisfaction towards various financial services

provided by ICICI Bank LTD at Ballari. Here 50 respondents were selected randomly in the
Ballari city in order to analysis the customers’ satisfaction on services provided bybank.The
responses collected through well-structured questionnaire and the data has been analysed to get
an appropriate findings. The statistical tables and graphs are used in this chapter.

Table: 4.1 The respondents of opinion about security loan

Opinion No. of respondents Percentage of respondents(%)
Yes 38 76
No 12 24
Total 50 100
(Source : Field survey)
100%
90%
80%
70% 76 24 100
60%
50%
40%
30%
20% 38 12 50
10%
0%
Yes No Total
No. of respondents Percentage of respondents
Figure-4.1 showing the respondents opinion about security loan
Interpretation :
From the above table shows that 76% of respondents are said that Yes and 24%
of respondents are said that No about security loan. Hence majority of the respondentsare well
aware about security loan in ICICI Bank.

Table: 4.2 The respondents opinion about vehicle loan

Yes 45 90
No 05 10
Total 50 100
120
100
80
60
40
20
0
yes No Total
No. of respondents Percentage of respondents Column1
Figure-4.2 showing the respondents opinion about vehicle loan
Interpretation:
of respondents are said that No about vehicle loan. Hence majority of the respondents are well
aware about vehicle loan in ICICI Bank.

Table: 4.3 The respondents opinion about home loan

Yes 42 84
No 08 16
Total 50 100
(Source: Field survey)
No. of respondents
0%
Yes
Total 42%
50%
No
8%
Yes No Total
Figure-4.3 showing the respondents opinion about home loan
Interpretation :
of respondents are said that No about home. Hence majority of the respondents are well aware
about home loan in ICICI Bank.

Table: 4.4 The respondents opinion about personal loan

Yes 29 58
No 21 42
Total 50 100
100
80
60
40
20
0
Percentage of respondents
Yes
No No. of respondents
Total
Figure- 4.4 showing the respondents opinion about personal loan
Interpretation:
of respondents are said that No about personal loan. Hence majority of the respondents are well
aware about personal loan in ICICI Bank .

Table: 4.5 The respondents opinion about Agriculture loan

Yes 40 80
No 10 20
Total 50 100
100%
90%
80%
70%
80 20 100
60%
50%
40%
30%
20%
40 10 50
10%
0%
Yes No Total
Figure- 4.5 showing the respondents opinion about Agriculture loan
Interpretation:
of respondents are said that No about agriculture loan. Hence majority of the respondents are
well aware about Agriculture loan in ICICI Bank.

Table: 4.6 The respondents opinion about mutual fund scheme
Opinion No. of respondents Percentageofrespondents(%)

Yes 35 70
No 15 30
Total 50 100
No. of respondents
0%
Yes
35% Yes
Total
50% No
Total
No
15%
Figure -4.6 showing the respondents opinion about mutual fund scheme
Interpretation:
of respondents are said that No about mutual fund scheme. Hence majority of the respondents are
well aware about mutual fund scheme in ICICI Bank.

Table: 4.7 The respondents opinion about senior citizens savings

Opinion No. ofrespondents Percentageofrespondents(%)
Yes 33 66
No 17 34
Total 50 100
120
100
80
60
40
20
0
Yes NO Total
Figure- 4.7 showing the respondents opinion about senior citizens savings
Interpretation:
of respondents are said that No about senior citizens savings. Hence majority of the respondents
are well aware about senior citizens savings in ICICI Bank

Table: 4.8 The respondents opinion about public provident fund

Yes 27 54
No 23 46
Total 50 100
100
90
80
70
60
50
40
30
20
10
0
Yes No Total
Figure – 4.8 showing the respondents opinion about public provident fund
Interpretation:
of respondents are said that No about public provident fund. Hence majority of the respondents
are aware about public provident fund in ICICI Bank.

Table: 4.9 The respondents opinion about Sukanya samuruddhi yojana

Yes 35 70
No 15 60
Total 50 100
120
100
: 80
60
40
20
0 No.of respondents Percentage of respondents

Yes No Total
Figure - 4.9showing the respondents opinion about Sukanya sumuruddhi yojana
Interpretation:
of respondents are said that No about Sukanya samuruddhi yojana. Hence majority of the
respondents are well aware about Sukanya samuruddhi yojana in ICICI Bank.

Table: 4.10 The respondents opinion about Gold montization scheme

Yes 20 40
No 30 60
Total 50 100
100%
90%
80%
70%
40 60 100
60%
50%
40%
30%
20%
20 30 50
10%
0%
Yes No Total
Figure- 4.10 showing the respondents opinion about Gold montization scheme
Interpretation:
From the above table shows that 40% of respondents are said that Yes and 60% of
respondents are said that No about Gold montization scheme. Hence majority of the respondents
are well aware about Gold montization scheme in ICICI Bank

Table : 4.11 The respondents opinion about prepaid card service facility
Yes 12 24
No 38 76
Total 50 100
100
80
60
40
20
0
Percentage of respondents
Yes
No No. of respondents
Total
Figure- 4.11 showing the respondents opinion about prepaid card service facility
Interpretation:
of respondents are said that No about prepaid card facility. Hence majority of the respondents are
well aware about prepaid card service facility in ICICI Bank

Table: 4.12 The respondents opinion about unifare metro card facility
Yes 10 20
No 40 80
Total 50 100
160
140
120
100 100
80 80
60
40
50
20 20 40
10
0
Yes No Total
Figure – 4.12 showing the respondents opinion about unifare metro card facility
Interpretation:
of respondents are said that No about unifare metro card facility. Hence majority of the
respondents are well aware about unifare metro card facility in ICICI Bank

Table: 4.13 The respondents opinion about General insurance scheme

Yes 22 44
No 28 56
Total 50 100
120
100 100
80
60
56
50
44
40
28
20 22
0
Yes No Total
Figure -4.13 showing the respondents opinion about General insurance scheme
Interpretation:
of respondents are said that No about General insurance scheme. Hence majority of the
respondents are well aware about General insurance scheme

Table: 4.14 The respondents opinion about mobile money transaction

Yes 42 84
No 08 16
Total 50 100
NO. OF RESPONDENTS
Yes No Total
0%
42%
50%
8%
Figure- 4.14 showing the respondents opinion about mobile money transaction
Interpretation:
of respondents are said that No about mobile money transaction. Hence majority of the
respondents are well aware about mobile money transaction in ICICI Bank.

Table: 4.15 The respondents opinion about SMS Banking

Yes 48 96
No 02 04
Total 50 100
160
140
120
100 100
96
80
60
40
48 50
20
4
2
0
Yes No Total
Figure – 4.15 showing the respondents opinion about SMS Banking
Interpretation :
respondents are said that No about SMS Banking. Hence majority of the respondents are well
aware about SMS Banking in ICICI Bank.

Table: 4.16 The respondents opinion about internet mobile service

Yes 30 60
No 20 40
Total 50 100
120
100
80
60
40
20
0
Yes No Total
No. of respondents Percentage of respondents Column1
Figure – 4.16 showing the respondents opinion about internet mobile service
Interpretation:
of respondents are said that No about internet mobile service. Hence majority of the respondents
are well aware about Internet mobile service in ICICI Bank.

Table: 4.17 The respondents opinion about pocket wallet service

Yes 18 36
No 32 64
Total 50 100
160
140
120
100 100
80
60 64
40
36
50
20
32
18
0
Yes No Total
Figure - 4.17 showing the respondents opinion about pocket wallet service
Interpretation:
respondents are said that No about pocket wallet service. Hence majority of the respondents are
well aware about pocket wallet service in ICICI Bank.

CHAPTER – 5
FINDINGS, SUGGESTIONS, CONCLUSION
5.1Findings :
Like a customer, who after completing his long and arduous journey, reaches his destination and
look back at the area, covered by him for recapitulating the important land marks he came across,
I deem it desirable to review the various aspects of the study and sum up the important
observations in ICICI Bank Ballari.
1. Out of the 50 respondents it was found that 36 respondents were male and 12 of
female
2. The ages of 00 to 25, which is highest percentage in the age group table
3. It was found out that most of the service are used only for business and personal
purposes
4. Out of 50 respondents it was found that measure of percent of users belong to
Banking service
5. Maximum respondents have good opinion about the financial service
6. Majority of the respondents are having bank current account
7. Most of respondents presently have taken security loan facility
8. Customers are satisfied with vehicle loan
9. More number of Customers are taken the home loan facility
10. Customers are highly believed in personal loan facility
11. By Customer agriculture loan service is fully satisfied
12. Customer are satisfied with mutual fund Scheme
13. More number of Customer are satisfied with Sukanya samuruddhi yojana

14. Customer are satisfied with senior citizens Scheme

15. Customer are responding to the public provident fund
16. Most of the respondents are satisfied with mobile Money transaction
17. Most of the customers are satisfied with SMS Banking
18. Number of respondents are satisfied by using the internet mobile service
5.2Suggestions:
1. Company should provide adequate training to sales force to capture the potential
market
2. Advertisement should be made through different media
3. Company should make the awareness to customers through exhibition and
sponsor for different events
4. In the survey conduction it was indicated by the respondents that they are very
much satisfied with banking Service after usage
5. According to the respondents the rate of interest is reasonable on the basis it’s
products
6. It was found that the level satisfied after using banking services is quite
impressive
7. To protection to the lockers and investment facilities
8. To focus on different age group or above more than 25 age
9. Security given to customer ATM password and lockers to improved by using
firewalls
10. The chance given to repay loan it to be increased
11. Give to the information about deposit, investment options, loans , other .
Service
12. To provide the demo for new technology service usage
13. To provide the information about new schemes in Banking products

s5.3Conclusion:
ICICI Bank is a multinational company. The company has high goals and objective. The
company made sincere efforts to achieve it’s goals and objective over the years. ICICI Bank has
variety of product. The net profit after tax of company is increasing. It has a potential for
expansion diversification.
The company can growth at a higher pace and contribute to the economy
growth of the company. The company has a sound Financial service. It has wide branches and
ATM's and move no service all over the country. Lastly in overall performance is good

Bibliography
Articles and journals
1. DattaK and Datta A(2009): Study on customer satisfaction with service of banks,
National monthly referred journal of research in commerce and management, December
2012, volume 4, Issue No. 3, pp 1-10.
2. Harinder Singh & Arora (2013):Study of customer satisfaction: towards various

Financial service Pacific business review international journal, May 2013, volume 6, pp
77-88
3. Hallowell Roger (1996): Customer perception and satisfaction towards services of private
sector banks, International journal of management, Feb 2016, volume 7, Issue No.6, pp
77-88.
4. Kesari Singh and Nitin Gupta(2016):Customersatisfaction towards service quality

attributes ofprivate sector banks, International journal of scientific & research
publication, April 2013, volume 3, Issue No. 2, pp 1-7.
5. T.vasanthi andD.Gowri(2013) Customer preference and satisfaction towards banking

services with special reference to Shivamogga district in Karnataka, TRANS Asian
research journals, December 2013, volume 2, Issue No.1, pp 1-11.

Websites
www.shodhganga.inflibnet.ac.in
www.ripublication.com
www.academia.com
www.indianresearchjournal.com
www.icicibank.com
Annexure
Questionnaire
Dear sir/ madam
I am pleased to introduce, myself Veena. K doing project under the supervision of
Jyothilinga.V Assistant professor in theDepartment of post Graduate studies and Research in
commerce, Jnana Sagara campus, Vijayanagara Sri krishnadevaraya University, Ballari. As a
part of my project. I have undertaken a project work entitled “ A study on Customer Satisfaction
towards various Financial services provided by ICICI Bank LTD, Ballari.
I Solicit your co-operation and support in completing enclosed questionnaire. I ensure

that your response will be keeping confidential and the results obtained from your response, will
be exhibited in the form of statistical inferences only.
Thanking you, yours sincerely
VEENA.K
Name :-
Gender :-

Age :-
Profession :-
Type of Account :-
1. Are you satisfied with security loan?

a) Yes b) No
2. Are you satisfied with vehicle loan?
a) Yes b) No
3. Are you satisfied with Home loan?
a) Yes b) No
4. Are you satisfied with personal loan ?
a) Yes b) No
5. You are satisfied with Agriculture loan?
a) Yes b) No
6. You are satisfied with mutual fund scheme?
a) Yes b) No
7. Are you satisfied with senior citizens savings?
a) Yes b) No
8. Are you satisfied with public provident fund ?
a) Yes b) No
9. Are you satisfied with sukanya samuruddhi yojana ?
a) Yes b) No
10. Are you satisfied with Gold montization scheme ?
a) Yes b) No
11. You are satisfied with prepaid card service facility?
a) Yes b) No
12. You are satisfied with unifare metro card facility?
a) Yes b) No
13. You are satisfied with General insurance scheme?
a) Yes b) No
14. Are you satisfied with mobile money transaction?
a) Yes b) No
15. Are you satisfied with SMS banking ?
a) Yes b) No
16. Are you satisfied with I mobile service?
a) Yes b) No
17.Are you using pocket wallet service?
a)Yes b) No





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A Study On Customer Satisfaction Towards Various Financial Services

Provided By ICICI Bank Ltd Ballari

1.2 Review of Literature

 Harinder singhand Arora (2013) :- Conducted a study of on customer satisfaction

VSKU BALLARI Page 1

 T.vasanthi and D.Gowri (2013):-Conducted empiricalstudy on customer perception

1.3 Statement of the problem

VSKU BALLARI Page 2

1.4 Need for study

1.5 Significance of the study

1.6 Scope of the study

VSKU BALLARI Page 3

1.7 Hypothesis of the study

2.Alternative hypothesis:- There is a difference between customer satisfaction and financial

1.8 Objectives of the study

2. To understand the various financial services provided by ICICI Bank.

3. To evaluate the opinion of customers on the financial services of ICICI Bank.

4. To offers a few suggestions for the improvement of working of Bank.

1.9 Research Methodolog

VSKU BALLARI Page 4

1.10 Sampling Design

1.11 Sample size

1.12 Sources of data

1.13 Chapter Scheme of the Study

Introduction and Research Design

VSKU BALLARI Page 5

Data Analysis and interpretation

VSKU BALLARI Page 6

2.1 Evolution of banking system in India

VSKU BALLARI Page 7

2.2 Nationalization of Banks

Banks Nationalization Chronology

• 1959 – 7 subsidiaries nationalized and associated with SBI.

1. State Bank of Bikaner and Jaipur

VSKU BALLARI Page 8

2. State Bank of Hyderabad

3. State Bank of Indore

4. State Bank of Mysore

5. State Bank of Patiala

6. State Bank of Saurashtra

7. State Bank of Travancore

• 1969 – 14 major commercial Banks nationalized on 19th July 1969.

6. Central Bank of India

9. Indian Overseas Bank

10. Punjab National Bank

11. Syndicate Bank

12. UCO Bank

13. Union Bank of India

14. United Bank of India

VSKU BALLARI Page 9

• 1980 – 6 more commercial Banks nationalized.

3. New Bank of India

4. Oriental Bank of Commerce

5. Punjab & Sindh Bank

2.3 Structure of banking system in India

VSKU BALLARI Page 10

2.4 Indian Banking structure

Reserve Bank of India

*Public Sector Banks

i. State Bank of India and its Subsidiaries

VSKU BALLARI Page 11

*Private Sector Banks

Non Scheduled Banks