Surendra Kumar Formatted: Right

B.Com(H) II Year
2017-18

REGIONAL COLLEGE
OF PROFESSIONAL STUDIES & RESEARCH
Affiliated to MJP Rohilkhand University, Bareilly

Pilibhit Bypass, BAREILLY (UP)

PROJECT ON

ICICI BANK
(TITLE OF PROJECT)

(LOGO OF PROJECT COMPANY)

2016-2017

SUBMITTED BY:

SURENDRA KUMAR

B.COM. (HONOURS) – II Year.

Surendra Kumar Formatted: Right
B.Com(H) II Year
2017-18
 Surendra Kumar Formatted: Right
B.Com(H) II Year
2017-18

REGIONAL COLLEGE
OF PROFESSIONAL STUDIES & RESEARCH
Affiliated to MJP Rohilkhand University, Bareilly
Pilibhit Bypass, BAREILLY (UP)

CERTIFICATE
THIS IS TO CERTIFY THAT THE PROJECT TITLED

“ICICI BANK”
(Title of Project)
HAS BEEN PREPARED BY

Surendra Kumar
AS PER REQUIREMENT OF CURRICULUM OF B.COM. (HONOURS)- II Year.
THIS WORK IS AS PER GUIDELINES LAID OUT FOR THE SAME AND IS WORTHY OF APPROVAL.

Signature of Panel of Teachers

Dr. Anjali Chaudhary
Dr. Priya Verma
Miss Surya Lata
 Surendra Kumar Formatted: Right
B.Com(H) II Year
2017-18

REGIONAL COLLEGE
OF PROFESSIONAL STUDIES & RESEARCH
Affiliated to MJP Rohilkhand University, Bareilly

Pilibhit Bypass, BAREILLY (UP)

ACKNOWLEDGEMENT
I AM EXTREMELY THANKFUL TO ALL THOSE WHO HAVE HELPED ME IN COMPLETION OF MY

PROJECT TITLED

“ICICI BANK”.

MY PROJECT WOULD NOT HAVE COMPLETED WITHOUT THE ENCOURAGEMENT, GUIDANCE Formatted: Justified

AND MOTIVATION PROVIDED TO ME BY Dr. Anjali Chaudhary, Dr. Priya Verma and
Miss Surya Lata mam. LASTLY, I WOULD THANK ALMIGHTY GOD FOR GIVING ME
COURAGE, WILL AND INTELLIGENCE TO COMPLETE THIS WORK.

Surendra kumar Formatted: Right

B.Com. (Hons)

II Year
 Surendra Kumar Formatted: Right
B.Com(H) II Year
2017-18

Formatted: Font: 16 pt
EXECUTIVE SUMMARY
Formatted: Centered

Private banking is a concept which is new and fast emerging in the world of banking where Formatted: Font: 12 pt

changes have become a necessity in order for banks to survive in this competitive environment

vis-à-vis not only from the public and private sector banks but also from the foreign banks. The

objective of the research is to explore the various products, which a private banker deals into

and the systematic process involved to match client requirements with the right kind of

product.

Through this research one of the main objectives is to explore the reason why most of the

banks are injecting private banking as business profile to their set of service offerings.

Though private banking evolved in late 80’s in Asia, in India its not more than 5 years old. ICICI

started it in Aug 2002 and since then it has been a remarkable success. Today there are

enormous solutions to cater client needs but what suits best to a client is where private banking

fits in. Every client will have different needs, liking and preferences. So a customized portfolio

for every client is the need of the day.

This research will highlight more on the product portfolio of ICICI Private Banking, how they

have changed or innovatively structured to be attractive and competitive.

 Surendra Kumar Formatted: Right
B.Com(H) II Year
2017-18

CHAPTER 1

RESEARCH METHODOLOGY
 Surendra Kumar Formatted: Right
B.Com(H) II Year
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RESEARCH METHODOLOGY

Research methodology is a methodology for collecting all sorts of information & data pertaining Formatted: Font: (Default) +Body (Calibri), 12 pt

to the subject in question. The objective is to examine all the issues involved & conduct
situational analysis. The methodology includes the overall research design, sampling procedure
& fieldwork done & finally the analysis procedure. The methodology used in the study
consistent of sample survey using both primary & secondary data. The primary data has been
collected with the help of questionnaire as well as personal observation book, magazine;
journals have been referred for secondary data. The questionnaire has been drafted &
presented by the researcher himself.

 Sample Size:

Sample of 200 people was taken into study, and their data was collected

 Sampling Technique:

To study the Project, a Simple Random Sampling technique is used.

 Data Collection:

Collection of data is done by

Secondary Data & through

 Questionnaire
i.e., Primary data was collected through Questionnaire.
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B.Com(H) II Year
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 Data Analysis:

After data collection, I’m able to analyze customer’s views, ideas and opinions
related to Advance Product and about SBI Advance Product and from this, SBI will
come to know the customer requirements.

 Data Interpretation:

 Interpretation of data is done by using statistical tools like Pie diagrams,

Bar graphs, and also using quantitative techniques (by using these
techniques) accurate information is obtained.

 Classification & tabulation of data:

 The data thus collected were classified according to the categories,

counting sheets & the summary tables were prepared. The resultant
tables were one dimensional, two dimensional.

 Statistical tools used for analysis:

 Out of the total respondents, the respondents who responded logically

were taken into account while going into statistical details & analysis of
data. The tools that have been used for analyzing data & inference
drawing are mainly statistical tools like percentage, ranking, averages,
etc.

As per questionnaire and market surveys I have find out different responses from different
people. According to their responses I analyze the findings and draw certain remarks.
 Surendra Kumar Formatted: Right
B.Com(H) II Year
2017-18

CHAPTER 2

INTRODUCTION
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B.Com(H) II Year
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INTRODUCTION

ICICI Bank was established in 1996 by the Industrial Credit and Investment Corporation of India,

an Indian financial institution, as a wholly owned subsidiary. The parent company was formed

in 1955 as a joint-venture of the World Bank, India's public-sector banks and public-sector

insurance companies to provide project financing to Indian industry. The bank was initially

known 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 into ICICI Bank. ICICI

Bank launched internet banking operations in 1998

ICICI's shareholding in ICICI Bank was reduced to 46 percent, through a public offering of shares

in India in 1998, followed by an equity offering in the form of American Depositary Receipts on

the NYSE in 2000. ICICI Bank acquired the Bank of Madura Limited in an all-stock deal in 2001,

and sold additional stakes to institutional investors during 2001-02.

In the 1990s, ICICI transformed its business from a development financial institution offering

only project finance to a diversified financial services group, offering a wide variety of products

and services, both directly and through a number of subsidiaries and affiliates like ICICI Bank. In

1999, ICICI become the first Indian company and the first bank or financial institution from non-

Japan Asia to be listed on the NYSE.

In 2000, ICICI Bank became the first Indian bank to list on the New York Stock Exchange with its

five million American depository shares issue generating a demand book 13 times the offer size.
 Surendra Kumar Formatted: Right
B.Com(H) II Year
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In October 2001, the Boards of Directors of ICICI and ICICI Bank approved the merger of ICICI

and two of its wholly owned retail finance subsidiaries, ICICI Personal Financial Services Limited

and ICICI Capital Services Limited, with ICICI Bank. The merger was approved by shareholders of

ICICI and ICICI Bank in January 2002, by the High Court of Gujarat at Ahmadabad in March 2002,

and by the High Court of Judicature at Mumbai and the Reserve Bank of India in April 2002.

In 2008, following the 2008 financial crisis, customers rushed to ATM's and branches in some

locations due to rumors of adverse financial position of ICICI Bank. The Reserve Bank of India

issued a clarification on the financial strength of ICICI Bank to dispel the rumors.

ICICI Bank Limited is an Indian diversified financial services company headquartered in Mumbai,

Maharashtra. It is the second largest bank in India by assets and third largest by market

capitalization. It 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

in the areas of investment banking, life and non-life insurance, venture capital and asset

management. The Bank has a network of 2,630 branches and 8,003 ATM's in India, and has a

presence in 19 countries, including India.

The bank 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. The company's UK subsidiary has established branches in Belgium and

Germany.
 Surendra Kumar Formatted: Right
B.Com(H) II Year
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ICICI Bank is India’s largest private sector bank in market capitalization and second largest

overall in terms of assets. The bank has a network of 1,626 branches and about 4,883 ATMs in

India and presence in 18 countries.

The industrial credit and investment corporation of India limited (ICICI) was incorporated in

1955 at the initiative of World Bank, the government of India and 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. A.RamaswamiMudaliar is

elected as the first chairman of ICICI Limited.

CHANDA KOCHHAR is currently managing director and CEO of ICICI Bank. Kochhar has also

consistently figured in fortune’s list of “Most Powerful Women in Business” since 2005. KV

Kamathwho has was awarded Padma Bhushan award from the Indian government in 2008 is

the Non-Executive Chairman of the Bank.

ICICI MILESTONES

 1988: Promoted TDICI – India’s first venture capital company.

 1996: ICICI Ltd became the first company in the Indian financial sector to raise GDR.

 1999: ICICI becomes the first Indian company to get listed on the NYSE through an issue

of American depository shares.

 2000: ICICI BANK became the first commercial bank from India to get its stock listed on

the NYSE.
 Surendra Kumar Formatted: Right
B.Com(H) II Year
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GEOGRAPHICAL AREAS

 Haryana

 Mumbai

 Chennai

 Bangalore

 Delhi

 Karnataka

 Bihar

 Orissa
 Surendra Kumar Formatted: Right
B.Com(H) II Year
2017-18

CHAPTER 3

ORGANIZATION STRUCTURE
 Surendra Kumar Formatted: Right
B.Com(H) II Year
2017-18

ORGANIZATION STRUCTURE
 Surendra Kumar Formatted: Right
B.Com(H) II Year
2017-18

CHAPTER 4

PRODUCT RANGE
 Surendra Kumar Formatted: Right
B.Com(H) II Year
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COMMERCIAL BANKING

Technologically advanced, convenient and prompt banking services are integral to any business.

ICICI Bank delivers world-class banking services to the financial sector. From anytime, anywhere

banking to comprehensive collection and payment services network.

GENERAL BANKING

The Current Account product provides a host of services like Anywhere Banking in India (also

anywhere in the world), which enables the customer to operate from any branch, provides for

faster collection of upcountry cheques, doorstep banking which provides for delivery and pick-

up of cash and documents, Internet Banking which enables online tracking of the account,

execution of transactions and so on. Multiple variants of current accounts are offered by ICICI

Bank to suit your specific requirements.

General features of Current Account include

 Multi-location Funds transfer

 Anywhere deposit and withdrawal

 Mobile banking

 Electronic Funds Transfer

 Corporate Internet Banking

 Customer Care
 Surendra Kumar Formatted: Right
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 Periodical e-mail statements in multiple formats, including MT940, Multicash, Excel, text, pdf,

etc.

MADE2ORDER CURRENT ACCOUNT

ICICI Bank's Made2order Account (M2O) is an account which is tailor-made keeping in mind

transactions which are unique to your business. The M2O account gives you the flexibility to

choose services relevant to your specific business needs.

Depending on the services required, you may either maintain the required Monthly Average

Balance (MAB) or pay fees as per the volume and the services utilised.

Special features of the M2O Account include

 Flexibility in deciding the MAB

 Flexibility in deciding the free higher limits in services which are required frequently

 Customised DD/Pay Order limits

 Flexible cash deposit limits at both the base and the non-base branches

 Customised charges and free limits for services which are required frequently

 Flexibility in choosing free cheque leaves.

ESCROW ACCOUNT

At ICICI Bank, we provide escrow services for cash and demat transactions. The Escrow services

are offered to meet diverse requirements of clients that include the following:
 Surendra Kumar Formatted: Right
B.Com(H) II Year
2017-18

 Project financing and Loan repayments

 Sale purchase transactions

 Share Buyback and Mergers & Acquisitions

 Revenue and Profit sharing transactions

 Demat Escrows.

BENEFITS

 Provides safe and secured mode of routing cash flows

 Transactions can be customised to suit requirements of parties

 Open and operate multiple accounts for deals with waterfall mechanism

 Dedicated Escrow team to facilitate smooth operations

 Simplified documentation

 Online tracking of your escrow account.

FIXED DEPOSIT

Corporates can invest their surplus funds in fixed deposits for a wide range of tenures. The

minimum deposit amount is Rs.10,000. Other features of the account are:

 Funding through a debit to the operative account/cheque for clearing

 While interest is compounded quarterly, payment of interest is quarterly, monthly or on

maturity

 Interest payouts can be through credit to your account or through banker's cheque
Surendra Kumar Formatted: Right
B.Com(H) II Year
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 Surendra Kumar Formatted: Right
B.Com(H) II Year
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BENEFITS Formatted: Underline

Formatted: Indent: Left: -0.25"

 Wide range of tenures

 Choice of investment plans

 Partial withdrawal permitted

 Availability of auto-renewal facility

Formatted: Font: 14 pt, Not All caps

Roaming Current Account Formatted: Font: 14 pt, Bold, Underline, Kern at 18 pt

Formatted: Font: 14 pt, Bold, Underline

Roaming Current Account (RCA) offered by ICICI Bank, travels the distance with your business

and helps effect lucrative business relationships. RCA brings with it the concept of 'Anytime

Anywhere' banking, enabling you to operate your RCA from any of our branches in over 700

cities across India.

Recognising the fact that every business has particular requirements, a range of variants are

available under RCA to suit varying needs. The choice of variants is based on committed

Monthly Average Balance. It is also possible to modify/alter your current variant every month in

response to changing needs.

 Surendra Kumar Formatted: Right
B.Com(H) II Year
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Formatted: Indent: Left: -0.25"

The following features are available with all variants: Formatted: Font: 14 pt, Bold, Underline

 Multi-city cheques/Local cheques

 Unlimited withdrawal and deposit

 Demand drafts and pay orders

 Funds transfer

 Doorstep banking

Benefits Formatted: Font: 14 pt, Bold, Underline

Formatted: Indent: Left: -0.25"

 Choose an account type that suits your business, from the available variants Formatted: Indent: Left: -0.25", Space After: 0 pt

 Cheque issued from your RCA may be encashed at any of the 700 centers across India

 Allows your customer to deposit cheques into your account from any ICICI Bank branch

 Speedy reflection of the deposited cheque in your account

 Surendra Kumar Formatted: Right
B.Com(H) II Year
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Standard Classic Premium Formatted: Font: 11 pt

Formatted: Indent: Hanging: 0.59", Position: Horizontal:
Center, Relative to: Margin, Vertical: 0.22", Relative to:
Margin, Horizontal: 0.13", Wrap Around
Formatted Table

Gold
Gold Platinum Formatted: Font: 11 pt
Plus Formatted: Indent: Hanging: 0.59", Right: 0.52", Position:
Horizontal: Center, Relative to: Margin, Vertical: 0.22",
Relative to: Margin, Horizontal: 0.13", Wrap Around

Variants

You may choose from the available six variants of the Roaming Current Account depending on

your requirements:
 Surendra Kumar Formatted: Right
B.Com(H) II Year
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CHAPTER 5

PLANT LOCATION
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Formatted: Font: 16 pt, No underline

Formatted: Indent: Left: 0", Hanging: 0.25"

Formatted: Font: (Default) +Body (Calibri), 16 pt, All caps

Formatted: Centered

ICICI BANK BRANCH ADDRESS

Formatted: Font: 16 pt, All caps

ICICI BANK BRANCH ADDRESS

ICICI Bank Ltd. - Rourkela Steel Plant Branch Formatted: Font: (Default) +Body (Calibri), 12 pt

Administrative Building, Rourkela Steel Plant

Rourkela
Orissa, 769001
IFSC Code: ICIC0003276 Formatted: Font: (Default) +Body (Calibri), 12 pt
ATM:Yes Formatted: Font: (Default) +Body (Calibri), 12 pt

Timings: Formatted: Font: (Default) +Body (Calibri), 12 pt

Mon - Fri: 9:30AM-4:30PM Formatted: Font: (Default) +Body (Calibri), 12 pt, Not Bold
Sat : 9:30AM-4:30PM
(Closed on 2nd and 4th Saturday) Formatted: Font: (Default) +Body (Calibri), 12 pt
Formatted: Font: (Default) +Body (Calibri)

Formatted: Font: (Default) +Body (Calibri), 12 pt

Formatted: Font: (Default) +Body (Calibri), 12 pt
Services Offered

 ASBA Enabled Branch Formatted: Font: (Default) +Body (Calibri), 12 pt, Not Bold
Formatted: Font: (Default) +Body (Calibri), 12 pt
 RTGS Enabled Branch
Formatted: Font: (Default) +Body (Calibri), 12 pt, Not Bold
 Forex Branch Formatted: Font: (Default) +Body (Calibri), 12 pt
Formatted: Font: (Default) +Body (Calibri), 12 pt, Not Bold
Formatted: Font: (Default) +Body (Calibri), 12 pt
Formatted: Font: (Default) +Body (Calibri)

About ICICI Bank Formatted: Font: (Default) +Body (Calibri), 12 pt

Formatted: Font: (Default) +Body (Calibri), 12 pt

Bank 24/7 through a widespread network of our ICICI Bank ATMs and branches. Formatted: Font: (Default) +Body (Calibri), 12 pt, Not Bold
Formatted: Font: (Default) +Body (Calibri), 12 pt
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Formatted: Font: 12 pt
Formatted: Font: 12 pt
 Surendra Kumar Formatted: Right
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CHAPTER 6

MARKET SHARE
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ICICI Bank Ltd. Formatted: Font: (Default) +Body (Calibri), 12 pt

Formatted ...
NSE Symbol: ICICIBANK | BSE Code: 532174 | ISIN: INE090A01021 | Sector: Bank - Private Formatted: Font: (Default) +Body (Calibri), 12 pt, Not Bold,
No underline
 Summary
Formatted: Font: (Default) +Body (Calibri), 12 pt
 Charts
Formatted: Font: (Default) +Body (Calibri), 12 pt, Not Bold,
 F&O No underline
 News Formatted: Font: (Default) +Body (Calibri), 12 pt
 Research Formatted: Font: (Default) +Body (Calibri), 12 pt, Not Bold,
 Financials No underline
 Reports Formatted: Font: (Default) +Body (Calibri), 12 pt
 Peers Formatted ...
 Share Holding Formatted: Font: (Default) +Body (Calibri), 12 pt
 Messages Formatted ...
NSE Formatted: Font: (Default) +Body (Calibri), 12 pt
Formatted ...
335.10 Formatted: Font: (Default) +Body (Calibri), 12 pt
Formatted ...
Change Change %
Formatted: Font: (Default) +Body (Calibri), 12 pt
Formatted ...
Formatted: Font: (Default) +Body (Calibri), 12 pt
-11.10 -3.21%
Formatted ...
Formatted: Font: (Default) +Body (Calibri), 12 pt
Formatted ...
Updated:02 Feb, 2018, 15:59 PM IST Formatted: Font: (Default) +Body (Calibri), 12 pt
Formatted ...
BSE Formatted ...
Formatted ...
334.80 Formatted ...
Formatted ...
Change Change %
Formatted ...
Formatted ...
Formatted ...
-10.95 -3.17%
Formatted ...
Formatted ...
Formatted ...
Updated:02 Feb, 2018, 16:00 PM IST Formatted ...
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Period: Formatted ...
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 1d Formatted ...
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 Formatted ...
Surendra Kumar
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Formatted ...
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10:3013:0015:30330335340345350355 Formatted ...

Formatted ...
02-02-2018 14:54 Formatted ...
Price: 335.40 Prv. Close: 346.20 Formatted ...
Formatted ...
Previous Close346.20 Formatted ...
Formatted ...
Day's Open342.55 Formatted ...
Formatted ...
Volume Traded (in 000's)16957.98
Formatted ...

Value Traded (in Cr)572.46 Formatted ...

Formatted ...
Day's Range Formatted ...
333.70343.70 Formatted ...
Formatted ...
52 Wk Range Formatted ...
240.45365.70 Formatted ...
Formatted ...
Period: Formatted ...
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10:0013:0016:00330335340345350 Formatted ...
Formatted ...
Previous Close345.75 Formatted ...
Formatted ...
Day's Open340.00
Formatted ...

Volume Traded (in 000's)1251.33 Formatted ...

Formatted ...
 Formatted ...
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Surendra Kumar Formatted ...
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Formatted ...
Value Traded (in Cr)42.22 Formatted ...
Formatted ...
Day's Range
Formatted ...
333.50343.80 Formatted ...
Formatted ...
52 Wk Range
Formatted ...
240.73365.65
Formatted ...
Formatted ...
Compare Price performance of ICICI Bank vs. Peer Companies
Formatted ...
From Bank - Private sector
Formatted ...
Compare ICICI Bank with Peers on Key Fundamentals and Financials
Formatted ...
 Alphabetical
Formatted ...
 By Gain Formatted ...
 By MCap Formatted ...

Period: Formatted ...

Formatted ...
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Formatted
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 5Y Formatted ...
Formatted ...
 HDFCBANK
Formatted ...
-2.18%
Formatted ...
 ICICIBANK
Formatted ...
-3.17%
Formatted ...
 KOTAKBANK
Formatted ...
-2.93%
Formatted ...
 AXISBANK
Formatted ...
-4.28%
Formatted
 INDUSINDBK ...

-2.30% Formatted ...

 YESBANK Formatted ...
-2.55% Formatted ...
 RBLBANK Formatted ...
-4.15% Formatted ...
 FEDERALBNK Formatted ...
-4.96% Formatted ...
Formatted ...
Formatted ...
Formatted ...
 Formatted ...
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Surendra Kumar
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B.Com(H) II Year
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Formatted ...
Formatted
 IDFCBANK ...

-5.97% Formatted ...

 CUB Formatted ...
-1.92% Formatted ...
 KARURVYSYA Formatted ...
-2.06% Formatted ...
 DCB Formatted ...
-5.44% Formatted ...
 SOUTHBANK Formatted ...
-6.00% Formatted ...
 KTKBANK Formatted ...
-4.04% Formatted ...
 J&KBANK Formatted ...
-4.34% Formatted ...
 LAKSHVILAS Formatted ...
-2.10% Formatted ...
 DHANBANK Formatted ...
-3.80% Formatted ...
Color code for Price performance of and Peer companies Formatted ...
Formatted ...
Formatted ...
 5% and above
Formatted ...
Formatted ...
 2% to 5% Formatted ...
Formatted ...
Formatted ...
 0.5% to 2% Formatted ...
Formatted ...

 -0.5% to 0.5% Formatted ...

Formatted ...
Formatted ...
 -2% to -0.5% Formatted ...
Formatted ...
Formatted ...
 -5% to -2%
Formatted ...
Formatted ...
 -5% and below Formatted ...
ICICI Bank 's Latest Research Report Formatted ...
Formatted ...
Brokerage/A Report Call Price@Cal Target Current Report
Formatted ...
Formatted ...
Formatted ...
 Surendra Kumar Formatted: Right
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nalyst Date l Status Formatted: Font: (Default) +Body (Calibri)

Formatted: Font: (Default) +Body (Calibri)
Formatted: Font: (Default) +Body (Calibri)
Formatted: Font: (Default) +Body (Calibri)

04 Formatted ...
-
Motilal B Formatted ...
01 313 370 Op Det Formatted
Oswal u ...
- .50 .00 en ails Formatted ...
- y
20 Formatted ...
18 Formatted ...
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No underline, Font color: Auto
Formatted: Font: (Default) +Body (Calibri)

03 Formatted ...
Equiru Formatted
- ...
s B Tar Formatted
11 317 343 Det ...
Securit u get Formatted ...
- .40 .00 ails
ies y Hit Formatted ...
20
- Formatted ...
17 Formatted: Font: (Default) +Body (Calibri), 12 pt, Not Bold,
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Formatted: Font: (Default) +Body (Calibri)

Formatted ...
Formatted ...
25
Formatted ...
Morga - Formatted
B Tar ...
n 10 298 345 Det Formatted ...
u get
Stanley - .90 .00 ails Formatted ...
y Hit
- 20 Formatted: Font: (Default) +Body (Calibri), 12 pt, Not Bold,
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17
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HDFC 28 B Tar
298 338 Det Formatted: Font: (Default) +Body (Calibri), 12 pt, Not Bold
Securit - u get Formatted
.35 .00 ails ...
ies 07 y Hit Formatted ...
Formatted: Font: (Default) +Body (Calibri), 12 pt, Not Bold,
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Formatted: Font: (Default) +Body (Calibri), 12 pt, Not Bold

- -
Formatted: Font: (Default) +Body (Calibri)
20
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Market Cap (in ₹ Cr.) 2,15,253.16 Formatted: Font: (Default) +Body (Calibri), 12 pt
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Earning Per Share (EPS TTM) (₹) 12.19
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Price To Earnings (P/E) Ratio 27.49 Formatted ...

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 Formatted ...
Surendra Kumar
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Book Value Per Share (₹) 166.37 Formatted ...
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Total Debt to Equity (D/E) Ratio 1.52
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 Surendra Kumar Formatted: Right
B.Com(H) II Year
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Balance Sheet: Formatted ...

Share Capital 1,165.11 1,163.17 0.17% Formatted ...

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Share warrants & Formatted ...

6.26 6.70 -6.65% Formatted
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Deposits 4,90,039.06 4,21,425.71 16.28% Formatted ...

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Borrowings 1,47,556.15 1,74,807.38 Formatted
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TOTAL LIABILITIES 7,71,791.45 7,20,695.10 7.09% Formatted ...

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Cash and balance with Formatted ...

31,702.41 27,106.09 16.96% Formatted
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Balances with banks and 44,010.66 32,762.65 34.33%
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 Surendra Kumar Formatted: Right
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money at call and short

notice Formatted: Font: (Default) +Body (Calibri)

Investments 1,61,506.55 1,60,411.80 0.68% Formatted ...

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TOTAL ASSETS 7,71,791.45 7,20,695.10 7.09% Formatted ...

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Profit and Loss: Formatted ...

Interest Earned 54,156.28 52,739.43 2.69% Formatted ...

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Total Income 73,660.76 68,062.49 8.23% Formatted ...

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PBIDT 26,486.74 23,863.54 10.99% Formatted ...

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PAT 9,801.09 9,726.29 0.77% Formatted ...

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 Surendra Kumar Formatted: Right
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ICICI Bank's Shareholding Pattern Formatted: Font: (Default) +Body (Calibri), 12 pt, No
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Description Percent of Share (%) Formatted: Font: (Default) +Body (Calibri), 12 pt
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Individuals 5.46 Formatted: Font: (Default) +Body (Calibri)
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FII 35.79 Formatted: Font: (Default) +Body (Calibri), 12 pt, Not Bold
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ICICI Bank held by Mutual Fund Schemes Formatted ...
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Scheme Holding(%)
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 Surendra Kumar Formatted: Right
B.Com(H) II Year
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Tata Large Formatted: Font: (Default) +Body (Calibri), 12 pt, Not Bold,
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Cap Fund 6.62
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Opportunities 6.11
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 Surendra Kumar Formatted: Right
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Fund Growth Formatted: Font: (Default) +Body (Calibri)

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ICICI Bank's Futures and Options Quotes
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Contract Type Current Change Change % Premium Formatted ...

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ICICIBAN Formatted ...
- -
K FUTST 339.7 4.6 Formatted ...
6.2 1.79 Formatted
22-02- K 0 0 ...
0 % Formatted
2018 ...
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ICICIBAN Formatted ...

- - Formatted
K FUTST 340.4 5.3 ...
6.2 1.79 Formatted
28-03- K 0 0 ...
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ICICIBAN FUTST 342.0 - - 6.9
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K K 0 6.5 1.87 0
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 Surendra Kumar Formatted: Right
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26-04- 0 % Formatted: Font: (Default) +Body (Calibri)

2018 Formatted: Font: (Default) +Body (Calibri)

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Formatted: Justified, Indent: Left: 0", Hanging: 0.25"

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MARKET SHARE OF ICICI BANK
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28/September/2017 Formatted: Font: (Default) +Body (Calibri), 12 pt

Company name 52wk high 52wk low Market capital Formatted: Font: (Default) Calibri
(in crores) Formatted: Justified, Space After: 0 pt, Line spacing:
HDFC BANK 639.25 400.45 148,189.76 Formatted: Font: (Default) Calibri
ICICI BANK 1,086.75 641.00 121,961.81 Formatted: Justified, Space After: 0 pt, Line spacing:
KOTAK MAHINDRA 649.90 432.80 48,078.27 Formatted: Font: (Default) Calibri

AXIS BANK 1,309.00 784.50 47,050.84 Formatted: Justified, Space After: 0 pt, Line spacing:
single
INdusInd BANK 354.15 221.75 16,642.11 Formatted: Font: (Default) Calibri

YES BANK 389.40 230.55 13,603.44 Formatted: Justified, Space After: 0 pt, Line spacing:
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ICICI Bank, India's second-largest bank, is comfortable with a fall in market share as it
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rebalances its liabilities, and will be well placed to capitalize on opportunities when market single
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conditions improve, its chief executive said. Formatted: Justified, Space After: 0 pt, Line spacing:
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"We are allowing for a correction to happen in our liability mix. If that warrants some
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recalibration of our market share, we are comfortable," chief executive K.V. Kamath said in an
interview for the Reuters India Investment Summit.ICICI, which weathered a storm about its
health when investors grew worried about its exposure to the global financial crisis after the
collapse of Lehman Brothers in mid-September, has slowed lending as loan defaults rise.ICICI's
share of deposits and loans in the Indian banking system has slid to 6.5 per cent as at
 Surendra Kumar Formatted: Right
B.Com(H) II Year
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September 2008 from 8.7 per cent in March 2007, according to three brokerages polled by
Reuters.

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THE KEY CHALLENGES
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ICICI Bank Ltd’s takeover of Bank of Rajasthan Ltd (BOR) will have to clear a new regulatory Formatted: Font: (Default) +Body (Calibri)

hurdle before it can be completed, according to a senior official in the industry Formatted: Font: (Default) +Body (Calibri)

ministry. Most banking mergers can move ahead once they get a green signal from the
Reserve Bank of India (RBI), but thedeal between India’s largest private sector lender
and the troubled regional bank will need to be cleared by the government as well Formatted: Font: (Default) +Body (Calibri)

because of the provisions of a controversial policy that categorizes ICICI Bank as a foreign- Formatted: Font: (Default) +Body (Calibri)

owned one; despite its local presence and Indian management. “The merger needs the Formatted: Font: (Default) +Body (Calibri)

approval of the FIPB (Foreign Investment Promotion Board) under Press Note 3.Under the Press
Note 3 of 2009 series, if the ownership of an existing Indian company is transferred toa n o n -
resident entity, as a consequence of transfer of shares to nonresident
e n t i t i e s t h r o u g h amalgamation, merger or acquisition, then it would require FIPB
approval.Private sector lenders ICICI Bank and HDFC Bank Ltd were defined as foreign-owned
under the newrules since more than half their equity is owned by foreign entities,
including foreign institutionalinvestors, who have no board presence or say in company policy.This
regulation is applicable in sectors with foreign direct investment (FDI) caps, such
as defenseproduction, private sector banking, broadcasting, commodity exchanges,
insurance, print media,telecommunications and satellites, according to the press note. Any
foreign firm trying to gain controlof local companies needs the prior approval of FIPB.A
 Surendra Kumar Formatted: Right
B.Com(H) II Year
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spokesperson for ICICI Bank said the bank would not comment on any issue relating to BOR till
theconclusion of its board meeting on 23 May.
At ICICI Bank, the selection process aims at getting applicants who are likely to succeed at
various roles in the Bank. The Endeavour is to select people who have a high service
orientation, are passionate about their career goals, and who display integrity and ethics in all
engagements.
The growth in the balance sheet has come to a complete halt compared to a 40% average
annual growth it posted in the period from 2005-08. The size of bank's balance sheet declined
by 5.1% in FY 2009. In the days of the economic boom, the bank's growth was fuelled by an
unprecedented growth in retail loans. In fact, even at the end of FY 2009, retail loans
constituted 49% of its total loan book – the highest for any bank in India. As the slowdown
started making its presence felt in the Indian economy, the retail loan segment became rather
risky. Interestingly, what had made the bank is today causing it a great deal of concern.
Feeling the heat, ICICI Bank, wisely, made it clear last year that more attention will be given to
cleaning its books and taking stock of the situation than to grow. Not surprisingly, there is merit
in paying more attention to its rising non-performing assets (NPA). The bank's net NPA jumped
from 1.55% of its net advances at the end of March 08 to 2.09% at the end of March 09. At
current levels, it has the highest NPAs, in percentage terms, across large banks in the country

Being proactive

ICICI Bank has been trying to tackle the slowdown from all means it has with one of them being
cost containment. Its operating expenses declined 13.6% on a year-on-year (y-o-y) basis in
FY09. A bulk of the cost reduction was achieved by bringing operational activities in-house, i.e.
by reducing the role of direct marketing agents" noted Share khan in its research report.

It is also trying to improve the share of current and savings account (CASA) deposit, which
attract lower interest rates and help in reducing the cost of deposit. CASA deposits formed
28.7% of its total deposits at the end of March 09 compared to 26.1% a year ago. This was
evident during the analyst conference call for the FY09 results. At that point, Kochhar
 Surendra Kumar Formatted: Right
B.Com(H) II Year
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commented, "My intention is that we should at least get to about 33% of CASA ratio before we
start pressing the accelerator on lending."

For now, the bank is still struggling as its profit dropped by 35.3% y-o-y for the March 09
quarter. Its performance is in stark contrast to its peers in the banking industry. For instance,
SBI posted a 31.6% y-o-y growth in its net profit for nine months ending Dec'08. HDFC Bank
posted a 41.2% y-o-y growth in its net profit in FY09.

For Kochhar, who has taken over the reins of the ICICI Bank from KV Kamath, the road ahead
will be fraught with challenges. Some senior executives like Shikha Sharma, who headed ICICI
Prudential Life Insurance and RenukaRamnath, who headed ICICI Venture Capital have decided
to move on. Without a doubt, Kochhar will have her hands full. The road ahead for ICICI Bank
promises to be interesting

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 Surendra Kumar Formatted: Right
B.Com(H) II Year
2017-18

CHAPTER 7

MARKETING STRATEGIES
Surendra Kumar Formatted: Right
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 Surendra Kumar Formatted: Right
B.Com(H) II Year
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MARKETING STRATEGIES
Focus areas of marketing Target marketing and customer acquisition. Distribution strategy and

management. Relationship management and database marketing. Product development for rural

areas. Innovations. Product promotions.

An organization’s strategy that combines all of its marketing goals into one plan. It helps in defining business

goals and developing activities to achieve them. It is a tool for making the customers and consumers aware

of the products and services. Helps in increase of sales of products or availing of services.

ICICI BANK: (INDUSTRIAL CREDIT AND INVESTMENT CORPORATION OF INDIA)

Industry- Banking and financial services. Year of establishment-1954 Second largest bank in terms of

assets and market capitalization. Has a network of 3,539 branches and 11,162 ATM’s (approx.) Key

people- K.V. Kamath (Chairman) Chanda Kochar (CEO)

FIRSTS IN THE INDUSTRY

Introduced concept of branding in the Indian banking industry. Product innovation- Put the ‘customers

first’ in the true sense. Cashed on celebrity fever- brought in huge stars like Amitabh Bacchan and

Shahrukh Khan as brand ambassadors. Introduction of DSA’s (direct selling agents) and DST’s (direct selling

teams) Introduced the concept of internet banking and e-mail marketing.

TARGETING

Basis for segmentation Occupation Identification of different products for different occupational segments.

Income Minimum balance serves as income segment barrier. Geographical Concentration on tier 1 and

tier 2 cities and also extending reach to rural areas. Age Products like student account, young star account.
 Surendra Kumar Formatted: Right
B.Com(H) II Year
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Differentiated marketing strategies. Tailoring its marketing campaigns to meet the need of its target

prospects. Creating differentiated products for different segments. Use of technology in tracking

different customer segment.

CUSTOMER ACQUISITION

ProductIdentifying customer needs development department- constantly studying market and

analyzing competitive landscape. Collecting information and data in a central information system

warehouse. Adapting international practices to the local context.

Creating concepts Cross selling.(selling of complimentary products) Selling gold. Co-branding.

(alliance with different companies for credit cards) Loans on credit cards. Balance

transfer.(choice to transfer the outstanding balance of the loans for better terms and conditons)

Cash back (getting some transactions done through debit card and retrieving some amount as cash

back policy) Tab Banking.

CUSTOMER ACQUISITION Pricing Penetrative pricing aimed at achieving larger market share. Philosophy

of profit through volume.Effort to drive out competition.

DISTRIBUTION STRATEGY Cross selling of products as a major area of focus. Creation of concept of DSA

(direct selling agent) Creation of concept of DST (direct selling team) Effort on the part of the

bank to reach the customer rather than waiting for the customer. Use of internet, mobile, ATM’s

and other technological device to reach and serve the customer needs.

RELATIONSHIP MANAGEMENT
 Surendra Kumar Formatted: Right
B.Com(H) II Year
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Purpose- to deliver communication that is uniform in its message and yet customized for specific target

audiences. Media relations - press conferences - press releases - 1-1 interviews Investor

relations Analyst relations Government relations Operation

PRODUCT DEVELOPMENT FOR RURAL AREAS

of biometric authentication (fingerprint technology). Battery operated ATM’s (so that the services

doesn’t get affected by current failures which are frequent in rural areas) Cash agent model via

internet kiosks (where there is unavailability of branches or ATM’s)

INNOVATIONS

Doorstep policy- a convenient way of banking where agents come and pick up cash and cheques or

deliver cash and cheques from your doorstep. Pockets by ICICI bank- an app on Facebook to carry

out financial transactions like prepaid mobile recharges, payments to friends, book movie tickets

etc. My savings rewards- reward points are allotted for paying utility bills, shopping online,

internet banking from their savings account. iWish- flexible recurring deposit allowing customers to

save varying amounts of money at any time of their choice. Young star account- a banking service

for children in the age group of 1-18 years. Tab banking- opening account while staying at home.

PRODUCT PROMOTIONS

Newspaper Billboards ATM’s Kiosks in residential and commercial complexes Channel partners

Events at corporate campus.

PRODUCT PROMOTIONS Seminars in partnership with media channels Cross brand associations -

acquiring data base of high net worth client of lifestyle products (tie up with ‘Woven Hues’) Co-
 Surendra Kumar Formatted: Right
B.Com(H) II Year
2017-18

branding initiatives - alliance with Amway India for the launch of international credit card. The card

will enable Amway distributors to purchase Amway products and earn and redeem points.

PRODUCT PROMOTION

Television - in film promotions (Baghban) - promotion through tie up with cartoon network for young

star account -Television advertisements of different products for different target audiences.

CHAPTER 8

COMPETITOR
 Surendra Kumar Formatted: Right
B.Com(H) II Year
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Formatted: Font: 16 pt, Bold, Underline

COMPETITORS

 State Bank Of India Formatted: Left, Bulleted + Level: 1 + Aligned at: 0.25" +
Indent at: 0.5"

 HDFC Bank

 Axis Bank

 Kotak Mahindra

Formatted: Left, Indent: Left: 0", Hanging: 0.25"

 Surendra Kumar Formatted: Right
B.Com(H) II Year
2017-18

CHAPTER 9

DATA ANALYSIS
 Surendra Kumar Formatted: Right
B.Com(H) II Year
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DATA ANALYSIS
Q1. On which bank you depend for your regular transaction? Formatted: Font: (Default) +Body (Calibri), 12 pt

Formatted: Font: (Default) +Body (Calibri), 12 pt

( ) No. of People Formatted: Font: (Default) +Body (Calibri), 12 pt

ICICI 60 % (1200)

SBI 33 % (660) Formatted: Font: (Default) +Body (Calibri), 12 pt

HDFC 5% (100) Formatted: Font: (Default) +Body (Calibri), 12 pt

OTHER 2% (40) Formatted: Font: (Default) +Body (Calibri), 12 pt

TOTAL NO. OF PEOPLE 200 Formatted: Font: (Default) +Body (Calibri), 12 pt

Formatted: Font: (Default) +Body (Calibri), 12 pt

Formatted: Font: (Default) +Body (Calibri), 12 pt

RESPONSES OF PEOPLE IN % Formatted: Font: (Default) +Body (Calibri), 12 pt

5% 2%

33% SBI
ICICI
60%
HDFC
OTHER

It has been observed that approximately 60% correspondents are using the service of ICICI for
their daily transaction, around 33% of people are using SBI Bank for their transaction and only
5% & 2% of people are using HDFC & other Bank service respectively in Bareilly. It also shows
that SBI have the highest market position in Bareilly as per my sample.
 Surendra Kumar Formatted: Right
B.Com(H) II Year
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Q2. Are you aware of products & services provided by ICICI? Formatted: Font: (Default) +Body (Calibri), 12 pt

YES 85% (1700)

NO 15% (300) Formatted: Font: (Default) +Body (Calibri), 12 pt

Total No. of People 200 Formatted: Font: (Default) +Body (Calibri)

Formatted: Font: (Default) +Body (Calibri), 12 pt
Formatted: Font: (Default) +Body (Calibri), 12 pt

NO
15%

YES
85%

From the above data it is clear that most of the customers (around 85%) of Bareilly have the
idea about the product & services of SBI, the rest 15% have the idea about the product they
are using. In this 15% most of the people are from typical rural area (Farmers).
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Q3. If yes are you aware of the advance products (Loan segments) of ICICI?

YES 95%(1900)

NO 5% (100) Formatted: Font: (Default) +Body (Calibri), 12 pt

TOTAL NO. OF PEOPLE 200 Formatted: Font: (Default) +Body (Calibri), 12 pt

Formatted: Font: (Default) +Body (Calibri), 12 pt

Formatted: Font: (Default) +Body (Calibri), 12 pt

% OF PEOPLE Formatted: Font: (Default) +Body (Calibri), 12 pt

5%

YES
NO
95%

It is clear that most of the people have the idea about the advance product of ICICI. Almost all
the 95% people who have the idea about the advance product are the user of SBI product &
service.
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Q4. Which bank you prefer for taking loans?

85% (1800)

ICICI

SBI 7% (140) Formatted: Font: (Default) +Body (Calibri), 12 pt

HDFC 2% (40) Formatted: Font: (Default) +Body (Calibri), 12 pt

OTHER 1% (20) Formatted: Font: (Default) +Body (Calibri), 12 pt

TOTAL NO. OF PEOPLE 200 Formatted: Font: (Default) +Body (Calibri), 12 pt

Formatted: Font: (Default) +Body (Calibri), 12 pt

Sales Formatted: Font: (Default) +Body (Calibri), 12 pt

2% 1%

12%

SBI
ICICI
HDFC
85% OTHER

According to my sample size 85% of people prefer ICICI for loan product, but some people
prefer SBI, HDFC or OTHER Bank for loan because they are working with that bank & it is easier
 Surendra Kumar Formatted: Right
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for them to get loan from their bank & it easier for them to pay the interest because it is less as
compare to other bank because they are the employee of that bank.

Q5. If you prefer ICICI for taking loan than what influence you to take Loan fromICICI?

Most of the people said that they prefer ICICI for taking loan because of the transparency and
the lowest interest rate for any kind of loan product. And it is easy to get loan from ICICI as
compare to other bank because less paper work is require and as it is the largest govt. bank in
India and having partnership with RBI (Reserve Bank of India) and other association, it is easier
for SBI to give loan to people with a longer repayment period.
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Q.6 Which loan product of SBI you have used? Formatted: Font: (Default) +Body (Calibri), 12 pt

HOME LOAN 47% (846)

EDUCATIONAL LOAN 20% (360) Formatted: Font: (Default) +Body (Calibri), 12 pt

CAR LOAN 15% (270) Formatted: Font: (Default) +Body (Calibri), 12 pt

PERSONAL LOAN 10% (180) Formatted: Font: (Default) +Body (Calibri), 12 pt

OTHER 8% (144) Formatted: Font: (Default) +Body (Calibri), 12 pt

TOTAL NO. OF PEOPLE 1800 Formatted: Font: (Default) +Body (Calibri), 12 pt

Formatted: Font: (Default) +Body (Calibri), 12 pt

Sales Formatted: Font: (Default) +Body (Calibri), 12 pt

10%
8%
HOME LOAN
47%
15% EDUCATIONAL LOAN
CAR LOAN
20% PERSONAL LOAN
OTHER

From the sample size 85% of people are using the ICICI loan product. From the 1800 people
47% of people took home loan from ICICI. 20% of people took education loan for their children,
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15% of people took car loan from SBI. Some of the customer took 2 type of loan from ICIC I like
both car & educational loan and home & car loan. 10% of people took personal loan.

Q7. What do you feel about the services providing by ICICI in advance product?

Bad 0% (0)

Satisfactory 2% (40) Formatted: Font: (Default) +Body (Calibri), 12 pt

Good 55% (1100) Formatted: Font: (Default) +Body (Calibri), 12 pt

Excellent 43% (860) Formatted: Font: (Default) +Body (Calibri), 12 pt

TOTAL NO. OF PEOPLE 200 Formatted: Font: (Default) +Body (Calibri), 12 pt

Formatted: Font: (Default) +Body (Calibri), 12 pt

Formatted: Font: (Default) +Body (Calibri), 12 pt

CUSTOMER PERCEPTION TOWARDS THE SERVICE PROVIDE Formatted: Font: (Default) +Body (Calibri), 12 pt
BY SBI IN ADVANCE PRODUCT
0% 2%

43%
BAD
SATISFACTORY
55%
GOOD
EXCELLENT
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From this it is clear that the service provide by ICICI in its advance product is good in between
the customer. All of them satisfy with the product provide by ICICI. 55% of people said that the
service provide by ICICI is good & 43% said it is excellent & just 2% of people said that it is
satisfactory.

Q8. Which features you like most in Loan segments of ICICI?

LESS PAPER WORK 3% (60)

ATTRACTIVE INTEREST RATE 35% (700) Formatted: Font: (Default) +Body (Calibri), 12 pt

TRANSPARENCY 20% (400) Formatted: Font: (Default) +Body (Calibri), 12 pt

SIMPLE AND FAST PROCESSING 2% (40) Formatted: Font: (Default) +Body (Calibri), 12 pt

LONGER REPAYMENT PERIOD 40% (800) Formatted: Font: (Default) +Body (Calibri), 12 pt

TOTAL NO. OF PEOPLE 200 Formatted: Font: (Default) +Body (Calibri), 12 pt

Formatted: Font: (Default) +Body (Calibri), 12 pt

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Formatted: Font: (Default) +Body (Calibri), 12 pt

FEATURES LIKE BY CUSTOMER Formatted: Font: (Default) +Body (Calibri), 12 pt
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
LESS PAPER WORK ATTRACTIVE TRANSPARENCY SIMPLE & FAST LONGER
INTEREST RATE PROCESSING REPAYMENT
PERIOD

Most of the people like the attractive interest rate & longer repayment period. It’s easier for
people to repay the whole loan amount with its interest with low interest rate and with longer
repayment period.
Surendra Kumar Formatted: Right
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 Surendra Kumar Formatted: Right
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CHAPTER 10

FINDINGS
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FINDINGS

 Customer relationship management has become need of an hour without which it is difficult to Formatted: Justified, Bulleted + Level: 1 + Aligned at:
0.25" + Indent at: 0.5", Tab stops: Not at 0"

survive in the competitive market.

 2. Customers in long-term relationships are more comfortable with the services, the Formatted: Justified, Bulleted + Level: 1 + Aligned at:
0.25" + Indent at: 0.5"

organization, methods and procedures. This helps reduce operating cost and costs arising out

1. Educate more customers about the various banking services available and how to use them.

 2. Bank has to ensure the security of ATM cards and credit cards etc. Formatted: Font: (Default) Calibri, 11 pt, Not Bold, No
underline, Not All caps

Formatted: Justified, Indent: Left: 0", Hanging: 0.25"

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CHAPTER 11

LIMITATIONS
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LIMITATION

 Difficulty in data collection. Formatted: Font: 12 pt

Formatted: Justified, Line spacing: Double, Bulleted +
Level: 3 + Aligned at: 1.19" + Indent at: 1.44"
 Limited knowledge about the bank in the initial stages.

 Branch manager was reluctant for giving financial data of the bank.

 The analysis and interpretation are based on secondary data contained in

the published annual reports of ICICI Bank for the study period.

 Due to the limited time available at the disposable , the study has been

confined for a period of 65 years (2012 -20176 ). Formatted: Font: 12 pt

Formatted: Font: 12 pt
 Ratio itself will not completely show the company’s good or bad financial

position.

 Inter firm comparison was not possible due to the non availability of

competitors data.

 The study of financial performance can be only a means to know about

the financial condition of the company and cannot show a through picture

of the activities of the company

 . Formatted: List Paragraph, Justified, Line spacing: Double,

Bulleted + Level: 1 + Aligned at: 0.19" + Indent at: 0.44"

Formatted: Line spacing: Double

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CHAPTER 12
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RECOMMENDATIONS & SUGGESTIONS

RECOMMENDATION AND SUGGESTION

After going through the interviews with employees of various departments and also after the Formatted: Font: 12 pt
Formatted: Line spacing: Double
through analysis of the data collected I can say that the appraisal which is currently prevailing in

the organization is good and is liked by the employees. The majority of the employees are

happy with the current appraisal system but still I have come up with some recommendations

to make it more effective and efficient.

 Surendra Kumar Formatted: Right
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Formatted: Line spacing: Double, Bulleted + Level: 1 +

1. Focus should be on employees satisfaction by understanding ground level Aligned at: 0.25" + Indent at: 0.5"

feedback. Through the ground level feedback he will hear the voice of the masses and

the company will be able to achieve over all employees satisfaction.

2. Rating committee should keep on changing and the names of the members of

the rating committee should be kept as a secret. This is to avoid biasness and gaining

trust of the employees.

 liquid ratio but the current ratio is below the ideal ratio of 2:1.So the bank

should make efforts to increase its current assets to maintain a safety margin and to

maintain a better liquidity position.

Formatted: Line spacing: Double

 The profitability of the bank for the period under study is not satisfactory. Profits Formatted: Line spacing: Double, Bulleted + Level: 1 +
Aligned at: 0.25" + Indent at: 0.5"

are increasing but not with same pace as of the expenditure due to higher reliance on

debt capital in the form of borrowings and loans for financing capital structure. So in

order to improve profitability, the bank should reduce its dependence on external

equities for meeting capital requirements. Consequently, the interest expenses will

decline and profits will increase which is good for the bank. Similarly non productive

expenses should be curtailed to improve profitability.

Formatted: Line spacing: Double

 Higher trend of credit deposit ratio reveals that the bank has performed Formatted: Line spacing: Double, Bulleted + Level: 1 +
Aligned at: 0.25" + Indent at: 0.5"

satisfactorily as regard to granting loans and advances to generate income. It suggests

 Surendra Kumar Formatted: Right
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that the credit performance of bank is good and it is performing its business well by

fulfilling the major objective of granting credit and accepting deposit. So in order to

have more creditability in the market the bank should maintain its credit deposit ratio.

Formatted: Line spacing: Double

 Though the bank has been successful in increasing it’s deposits but to further Formatted: Line spacing: Double, Bulleted + Level: 1 +
Aligned at: 0.25" + Indent at: 0.5"

improve upon such situation it can introduce some new and attractive schemes for

public. Such schemes can be in the form of higher rate of interest and shorter maturity

period for FD’s etc.

Formatted: Line spacing: Double

 Bank should try to finance more and more projects. Financing will help it to earn Formatted: Line spacing: Double, Bulleted + Level: 1 +
Aligned at: 0.25" + Indent at: 0.5"

higher amount of profits.

Formatted: Line spacing: Double

 The bank is having a greater reliance on debt capital. The increasing reliance on external Formatted: Line spacing: Double, Bulleted + Level: 1 +
Aligned at: 0.25" + Indent at: 0.5"

equities may prove hazardous in the long run. So in order to remedy this situation bank

should increase its focus on internal equities and other sources of internal financing.

 Formatted: Space After: 0 pt, Line spacing: Double,

Bulleted + Level: 1 + Aligned at: 0.25" + Indent at: 0.5"

 Bank can also think for improving it’s day-to -day service to its clients. Such Formatted: Line spacing: Double, Bulleted + Level: 1 +
Aligned at: 0.25" + Indent at: 0.5"

service can be improved by providing prompt service and showing an attitude of co-

operation to its clients. It will help to give a kind of confidence to the public and build a

better public image.

 Surendra Kumar Formatted: Right
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Formatted: Line spacing: Double

 To achieve the objective of Rural development it should open more and more Formatted: Line spacing: Double, Bulleted + Level: 1 +
Aligned at: 0.25" + Indent at: 0.5"

branches in different rural areas of the country. It will facilitate in providing help to rural

poor farmers and other living below the poverty line. Bank can appoint commission

agents for different area who can encourage general public to invest in the capital of the

bank and make more deposits in ICICI Bank.

Formatted: Line spacing: Double

 The bank should simplify the procedure of advances for quick disbursement. Formatted: Line spacing: Double, Bulleted + Level: 1 +
Aligned at: 0.25" + Indent at: 0.5"

Formatted: Line spacing: Double

 To achieve organizational success a proper independent working atmosphere Formatted: Line spacing: Double, Bulleted + Level: 1 +
Aligned at: 0.25" + Indent at: 0.5"

should be developed to achieve desired objective more effectively.

Formatted: Line spacing: Double

 Last but not least, bank should adopt branch automation experiment to control Formatted: Line spacing: Double, Bulleted + Level: 1 +
Aligned at: 0.25" + Indent at: 0.5"

the operational cost.

Formatted: Line spacing: Double

Surendra Kumar Formatted: Right
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Formatted: Font: 24 pt, Bold, Underline, All caps

Formatted: List Paragraph, Bulleted + Level: 1 + Aligned at:
0.25" + Indent at: 0.5"
 Surendra Kumar Formatted: Right
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Formatted: Indent: Left: 0.5"

CHAPTER 13

CONCLUSION
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Formatted: Indent: Left: 0.5"

CONCLUSION
This study strongly supports the fact that CRM is need of an hour and no business may be it is Formatted: Font: 12 pt
Formatted: Justified
banking business; retailing or something else can ever survive without proper introduction of

CRMMarketing. This study strongly supports the connection that consumer were more satisfied Formatted: Font: 12 pt

with professional service provider who engaged in both courteous expressions and personal

connections forms of sociality. Moreover, finding revealed that regardless of services context

customers expect service provider to be courteous usually ,most conversation begin or end

with a courtesy expression and includes some form of personal connection content. The

important point is that sociality communication can play a pivotal role in moving the provider

and consumer for mere encounters to higher degree of relational development.

Formatted: Left, Indent: Left: 0", Hanging: 0.25"

 Surendra Kumar Formatted: Right
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BIBLOIGRAPHY
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Formatted: Font: 16 pt
BIBLIOGRAPHY

Text Books:

Solomon, Michael R. (2002), Consumer Behavior: Buying, Having, Being. 5th Ed.

New Jersey: Prentice Hall

Wilson A. (2003), Marketing Research: An Integrated Approach

Naresh Ku. Malhotra, Marketing Research: An Applied Orientation, Fifth Edition

Internet:
 WWW.ICICIBANK .COM Formatted: Font: 12 pt, No underline, Font color: Text 1
Formatted: Left, Bulleted + Level: 1 + Aligned at: 0.25" +
Indent at: 0.5"
 WWW.WIKIPEDIA .COM

 WWW.GOOGLE.COM Formatted: Font: 12 pt, No underline, Font color: Text 1

Formatted: Font: 12 pt, No underline, Font color: Text 1
Formatted: Left, Indent: Left: 0", Hanging: 0.25"
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Formatted: Font: 16 pt, All caps

QUESTIONNAIRE

Name - _____________________________________

Occupation-__________________________________

Contact Detail -_______________________________

Q. On which bank you depend for your regular transaction?

a) ICICI BANK
b) SBI Bank
c) HDFC Bank
d) Other Bank, Specify (_____________)
Formatted: Font: Bold
Formatted: Normal, Indent: Left: 0"
Q. Are you aware of products & services provided by ICICI?

a) YES
b) NO
Formatted: Font: Bold
Formatted: Normal, Indent: Left: 0"
Q. If yes are you aware of the advance products (Loan segments) of ICICI?

a) YES
b) NO
Formatted: Font: Bold
Formatted: Normal, Indent: Left: 0"
Q. Which bank you prefer for taking loans?

a) ICICI ICICI Bank

b) HDFC Bank
c) Other Bank, Specify (_____________)

Q. If you prefer SBI for taking loan than what influence you to take Loan from SBI?
______________________________________________________________________________
_____________________________________________________________________________________
 Surendra Kumar Formatted: Right
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_____________________________________________________________________________________
_____________________________________________.

Q. Which loan product of ICICI you have used?

a) Home Loan
b) Education Loan
c) Car Loan
d) Personal Loan
e) Other Loans, Specify ( ______________ )

Q. What do you feel about the services providing by ICICI in advance product?
a) Bad
b) Satisfactory
c) Good
d) Excellent

Q. Which features you like most in Loan segments of ICICI?

a) Less paper work
b) Attractive interest rate
c) Transparency
d) Simple & fast processing
e) Flexibility to choose an EMI base loan or an overdraft
f) Longer tenure lone for ease of repayment
g) Specially design product for self employed
h) Any other feature, specify ( _____________ )

Q. Any suggestion you want to give for the betterment of ICICI advance product.

_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
____________________________________________.
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