A
SYNOPSIS
ON
A Comparative study of customer services in ICICI and SBI.
Submitted to: Submitted by:
Mr. Sukhjit Singh Saloni
90472233985
MBA-4th sem
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Introduction
SBI Bank:
State Bank of India (SBI) is India's largest commercial bank. SBI has a vast domestic network of
over 9000 branches (approximately 14% of all bank branches) and commands one-fifth of deposits
and loans of all scheduled commercial banks in India.
The State Bank Group includes a network of eight banking subsidiaries and several on-banking
subsidiaries offering merchant banking services, fund management, factoring services, primary
dealership in government securities, credit cards and insurance.
The origins of State Bank of India date back to 1806 when the Bank of Calcutta (later called the
Bank of Bengal) was established. In 1921, the Bank of Bengal and two other Presidency banks
(Bank of Madras and Bank of Bombay) were amalgamated to form the Imperial Bank of India. In
1955, the controlling interest in the Imperial Bank of India was acquired by the Reserve Bank of
India and the State Bank of India (SBI) came into existence by an act of Parliament as successor to
the Imperial bank of India.
Today, State Bank of India (SBI) has spread its arms around the world and has a network of
branches spanning all time zones. SBI's International Banking Group delivers the full range of cross-
border finance solutions through its four wings - the Domestic division, the Foreign Offices division,
the Foreign Department and the International Services division. State Bank of India (SBI) (LSE:
SBID) is the largest bank in India. If one measures by the number of branch offices and employees,
SBI is the largest bank in the world. Established in1806as Bank of Calcutta, it is the oldest
commercial bank in the Indian subcontinent. SBI provides various domestic, international and
NRI products and services, through its vast networking India and overseas. With an asset base of
$126 billion and its reach, it is a regional banking behemoth. The government nationalized the bank
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in1955, with the Reserve Bank of India taking 60% ownership stake. In recent years the bank has
focused on three priorities, 1), reducing its huge staff through Golden handshake schemes known as
the Voluntary Retirement Scheme, which saw many of its best and brightest defect to the private
sector, 2), computerizing its operations and 3), changing the attitude of its employees (through an
ambitious program me aptly named 'Parivartan' which means change) as a large number of
employees are very rude to customers.
ICICI BANK:
ICICI Bank is India's second-largest bank with total assets of Rs. 3,849.70 billion (US$ 82
billion) at September 30, 2008 and profit after tax Rs. 17.42 billion for the half year ended
September 30, 2008. The Bank has a network of about 1,400 branches and 4,530 ATMs 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 Lanka, Qatar and Dubai
International Finance Centre and representative offices in United Arab Emirates, China, South
Africa, Bangladesh, Thailand, Malaysia and Indonesia. Our 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).
ICICI Bank concluded India's largest ever securitization transaction of a pool of retail loan assets
aggregating to Rs. 48.96 billion (equivalent of USD 1.21 billion) in a multitrancheissue backed by
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four different asset categories. It is also the largest deal in Asia (ex-Japan) in 2008 till date and the
second largest deal in Asia (ex-Japan and Australia) since the beginning of 2007.ICICI Bank
launches ICICIACTIVE-Banking Interactive Service - along with DISH TV, which will allow
viewers to see information about the Bank's products and services and contact details on their DISH
TV screens.ICICI Bank and British Airways launch a co-branded credit card, designed to earn
Cardholders accelerated reward points with every British Airways flight or by spending
On everyday purchases.
Objectives of the Study:
1. To study whether the customers are satisfied with their services among ICICI bank and SBI
bank.
2. To know about the Customer preferences among ICICI and SBI bank.
3. To give Suggestions to improve the services.
Review of Literature:
Deb and Kalpada (1998) in their study entitled, “Indian Banking since Independence”,
studied the growth of banking in India covering the period from 1966-1987. The analysis
revealed that the structure of the banking system changed considerable over the years. It was
further pointed out that the quantitative growth of the public sector banks was no doubt
significant in some of the areas, but qualitative improvement, by and large lacked in desired
standards. In spite of substantial increase in deposit mobilization, their share in national
income continued to be very low. It was concluded that the public sector banks were neither
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guided by the consideration of returns nor were they very much concerned with
developmental strategies.
S and Verma, S. (1999) determined the factors influencing the profitability of public sector
banks in India by making use of ratio of net profits as percentage of working funds. They
concluded that spread and burden play a major role in determining the profitability of
commercial banks.
Chandan, C.L. and Rajput, P.K. (2002) measured the performance of bank on basis on the
basis of profitability analysis.
Sangami M. (2002) in his study has suggested that the position of operating cost can be
improved with the introduction of high level technology as well as by improvement the per
employee productivity
Research Methodology
It is well known fact that the most important step in research process is to the problems
choose for investigation, because a problem well defined is half solved. That is the reason that out
most care taken while defining various parameters of the problem. After giving through
brainstorming session objectives were selected set on the base of these objectives. A questionnaire is
designed major emphasis of which was gathering new ideas or insight so as to determine and bind
out solution to the problems.
DATA COLLECTION
PRIMARY DATA: - Primary data are collected through structured questionnaire.
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SECONDARY DATA: - Secondary data in the form of internal sources come from books and
internet.
SAMPLE UNIT: - Moga city.
SAMPLE SIZE: - Total number of respondent = 100
SBI Bank = 50
ICICI Bank = 50
SAMPLING TECHNIQUES:-Non-Probability and convenient sampling method is used.
References:
Dr.N.Bharathi (2010) “Profitability Performance of New Private Sector Banks - An Empirical
Study”/ Indian Journal of Finance- Archives: Volume 4 • Number 3 • March 2010
Jyoti Saluja & Dr.Rajinder Kaur (2009). “Profitability Performance of Public Sector Banks In
India”/ Indian Journal of Finance -Volume 4 • Number 4 • April 2010
Prakash Tiwari & Hemraj Verma (2009). “A Fundamental Analysis of Public Sector Banks in India
“/Indian Journal of Finance- Archives: Volume 3 • Number 3 • March 2009
Dr.M.Selvakumar & P.G.Kathiravan (2 009). “A Study of Profitability Performance of Public Sector
Banks in India”/ Indian Journal of Finance-Archives: Volume3•Number9• September 2009
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