Escolar Documentos
Profissional Documentos
Cultura Documentos
STUDY ON
SUBMITTED TO
TANUJA KAUSHIK
FACULTY, MARKETING RESEARCH
SUBMITTED BY
GROUP VI
ABHISHEK KUMAR
AMIT DHAHIYA
DAVESH MALIK
RADHIKA GARG
SANIYA GUPTA
SHWETA BOORA
Group Members:
Abhishek Kumar
Radhika Garg
Amit Dhaiya
Saniya Gupta
Davesh Malik
Shweta Boora
INTRODUCTION
Early history:
Around the turn of the 20th Century, the Indian economy was passing
through a relative period of stability. Around five decades had
elapsed since the Indian Mutiny, and the social, industrial and other
infrastructure had improved. Indians had established small banks,
most of which served particular ethnic and religious communities.
The presidency banks dominated banking in India but there were also
some exchange banks and a number of Indian joint stock banks. All
these banks operated in different segments of the economy. The
exchange banks, mostly owned by Europeans, concentrated on
financing foreign trade. Indian joint stock banks were generally under
capitalized and lacked the experience and maturity to compete with
the presidency and exchange banks. This segmentation let Lord
Curzon to observe, "In respect of banking it seems we are behind the
times. We are like some old fashioned sailing ship, divided by solid
wooden bulkheads into separate and cumbersome compartments."
The period during the First World War (1914-1918) through the end of
the Second World War (1939-1945), and two years thereafter until the
independence of India were challenging for Indian banking. The years
of the First World War were turbulent, and it took its toll with banks
simply collapsing despite the Indian economy gaining indirect boost
due to war-related economic activities. At least 94 banks in India
failed between 1913 and 1918 as indicated in the following table:
Years
Number of banks Authorized capital Paid-up Capital
that failed (Rs. Lakhs) (Rs. Lakhs)
1913
12 274 35
1914
42 710 109
1915
11 56 5
1916
13 231 4
1917
9 76 25
1918
7 209 1
Post-independence:
Nationalization:
Liberalization:
The next stage for the Indian banking has been setup with the
proposed relaxation in the norms for Foreign Direct Investment,
where all Foreign Investors in banks may be given voting rights which
could exceed the present cap of 10%,at present it has gone up to
49% with some restrictions.
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 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 in
1806 as 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 network
in India and overseas. With an asset base of $126 billion and its reach, it is a regional banking
behemoth. The government nationalized the bank in 1955, with the Reserve Bank of India taking
a 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
programme aptly named 'Parivartan' which means change) as a large number of employees are
very rude to customers.
Roots:
The State Bank of India traces its roots to the first decade of 19th century, when
the Bank of Calcutta, later renamed the Bank of Bengal, was established on 2 June 1806.
The government amalgamated Bank of Bengal and two other Presidency banks,
namely, the Bank of Bombay (incorporated on 15 April 1840) and the Bank of Madras on 27
January 1921, and named the reorganized banking entity the Imperial Bank of India. All these
Presidency banks had been incorporated as joint stock companies, and were the result of the
royal charters. The Imperial Bank of India continued as a joint stock company. Until the
establishment of a central bank in India the Imperial Bank and its early predecessors served as
India's central bank, at least in terms of issuing the currency. The State Bank of India Act 1955,
enacted by the Parliament of India, authorized the Reserve Bank of India, which is the central
banking organization of India, to acquire a controlling interest in the Imperial Bank of India,
Timeline:
January 27, 1921: all three banks amalgamated to form Imperial Bank of
India.
enabling the State Bank of India to take over eight former State-
associated banks as its subsidiaries.
June 29, 2007: The Government of India today acquired the entire Reserve
Associate banks:
There are seven other associate banks that fall under SBI. They all use the "State Bank
of" name followed by the regional headquarters' name. These were originally banks belonging to
princely states before the government nationalized them in 1959. In tune with the
first Five Year Plan, emphasizing the development of rural India, the government
integrated these banks with the State Bank of India to expand its rural outreach.
The State Bank group refers to the seven associates and the parent bank. All the banks use the
same logo of a blue keyhole. Currently, the group is merging all the associate banks into SBI,
which will create a "mega bank", and one hopes, streamline operations and unlock value.
1.
2.
3.
Foreign Branches:
SBI has branches in these countries:
1. Australia
2. Bahrain
3. Bangladesh
4. Belgium
5. Canada
6. Dubai
7. France
8. Germany
9. Hong Kong
10. Israel
11. Japan
14. Singapore
19. U.K.
20. U.S.A
2. SBI Mauritius
4. SBI Canada
5. SBI California
Growth:
State Bank of India has often acted as guarantor to the Indian Government, most
notably during Chandra Shekhar's tenure as Prime Minister of India. With more than 9400
branches and a further 4000+ associate bank branches, the SBI has extensive coverage.
Following its arch-rival ICICI Bank, State Bank of India has electronically
networked most of its metropolitan, urban and semi-urban branches under its Core Banking
System (CBS), with over 4500 branches being incorporated so far. The bank has
the largest ATM network in the country having more than 5600 ATMs [1]. The
State Bank of India has had steady growth over its history, though the Harshad Mehta scam in
1992 marred its image. In recent years, the bank has sought to expand its overseas
operations by buying foreign banks. It is the only Indian bank to feature in the top 100 world
banks in the Fortune Global 500 rating and various other rankings. According to the Forbes 2000
listing it tops all Indian companies.
Group companies:
1. SBI Capital Markets Ltd
8. SBI Canada
IT Initiatives:
According to PM Network (December 2006, Vol. 20, No. 12), State Bank
of India launched a project in 2002 to network more than 14,000 domestic and 70 foreign offices
and branches. The first and the second phases of the project have already been completed and the
third phase is still in progress. As of December 2006, over 10,000 branches have been covered.
The new infrastructure serves as the bank's backbone, carrying all applications, such as the IP
telephone network, ATM network, Internet banking and internal e-mail. The new infrastructure
has enabled the bank to further grow its ATM network with plans to add another
3,000 by the end of 2007 raising the total number to 8,600. As of September 20, 2007 SBI has
7236 ATMs.
Corporate Details:
This site provides comprehensive information on State Bank of India or
SBI Bank, the premier Nationalized Indian Bank. State Bank of India is actively
involved since 1973 in non-
State Bank of India is India's largest bank amongst all public and private sector
banks operating in India. State Bank of India owns and operates the following
subsidiaries and Joint Ventures –
Banking Subsidiaries:
• State Bank of Bikaner and Jaipur (SBBJ)
Foreign Subsidiaries:
• State bank of India International (Mauritius) Ltd.
Joint ventures:
• SBI Life Insurance Company Ltd (SBI LIFE).
Activities:
State Bank of India administrative structure is well equipped to oversee the
large network of branches in India and abroad. The State Bank of India 14 Local
Head Offices and 57 Zonal Offices are located at important cities spread throughout
the country. State Bank of India has 52 foreign offices in 34 countries across the
globe. The Corporate Accounts Group is a Strategic Business Unit of the Bank set up
exclusively to fulfill the specialized banking needs of top corporate in the country.
• Personal Banking.
• NRI Services.
• Agriculture.
• International.
• Corporate.
• SME.
• Domestic Treasury.
State Bank of India offers the following services to its customers -
• Domestic Treasury.
• Broking Services
• ATM Services.
• Internet Banking.
• E-Pay.
• E-Rail.
• RBIEFT.
• Gift Cheques.
• MICR Codes.
Moreover, State Bank of India has Colleges/Institutes/Training Centers that are the
seats of learning and research and development. It caters not only to the
employees of State Bank of India but also other banks/establishments in India and
abroad.
Performance:
SBI Bank India had Total Income of Rs 68376.83 crore for the financial year
2006 -07. State Bank of India has posted Net Income to the tune of Rs 6364.38
crore or the financial year 2006 -07.
Organization:
State Bank of India is headed by Mr. O. P. Bhatt, Chairman.
Company Profile of ICICI:
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 UK subsidiary has established
branches in Belgium and Germany.
ICICI Bank's equity shares are listed in India on Bombay Stock Exchange and the
National Stock Exchange of India Limited and its American Depositary Receipts
(ADRs) are listed on the New York Stock Exchange (NYSE).
History:
ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financial
institution, and was its wholly-owned subsidiary. ICICI's shareholding in ICICI Bank
was reduced to 46% through a public offering of shares in India in fiscal 1998, an
equity offering in the form of ADRs listed on the NYSE in fiscal 2000, ICICI Bank's
acquisition of Bank of Madura Limited in an all-stock amalgamation in fiscal 2001,
and secondary market sales by ICICI to institutional investors in fiscal 2001 and
fiscal 2002. ICICI was formed in 1955 at the initiative of the World Bank, the
Government of India and representatives of Indian industry. The principal objective
was to create a development financial institution for providing medium-term and
long-term project financing to Indian businesses. 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.
ICICI Bank has formulated a Code of Business Conduct and Ethics for its directors
and employees.
ICICI Bank (BSE: ICICI) (formerly Industrial Credit and Investment Corporation of India) is
India's largest private sector bank in market capitalization and second largest overall in terms of
assets. Bank has total assets of about USD 100 billion (at the end of March 2008), a network of
over 1,399 branches, 22 regional offices and 49 regional processing centres, about 4,485 ATMs
(at the end of September 2008), and 24 million customers (at the end of July 2007). ICICI Bank
offers a wide range of banking products and financial services to corporate and retail customers
through a variety of delivery channels and specialised subsidiaries and affiliates in the areas of
investment banking, life and non-life insurance, venture capital and asset management. (These
data are dynamic.) ICICI Bank is also the largest issuer of credit cards in India. [1]. ICICI Bank
has got its equity shares listed on the stock exchanges at Kolkata and Vadodara, Mumbai and the
National Stock Exchange of India Limited, and its ADRs on the New York Stock Exchange
(NYSE).
The Bank is expanding in overseas markets and has the largest international balance sheet among
Indian banks. ICICI Bank now has wholly-owned subsidiaries, branches and representatives
offices in 18 countries, including an offshore unit in Mumbai. This includes wholly owned
subsidiaries in Canada, Russia and the UK, offshore banking units in Bahrain and Singapore, an
advisory branch in Dubai, branches in Belgium, Hong Kong and Sri Lanka, and representative
offices in Bangladesh, China, Malaysia, Indonesia, South Africa, Thailand, the United Arab
Emirates and USA. Overseas, the Bank is targeting the NRI (Non-Resident Indian) population in
particular.
ICICI reported a 1.15% rise in net profit to Rs. 1,014.21 crore on a 1.29% increase in total
income to Rs. 9,712.31 crore in Q2 September 2008 over Q2 September 2007.
1955: The Industrial Credit and Investment Corporation of India Limited (ICICI) was
incorporated 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. Mr.A.Ramaswami Mudaliar
is elected as the first Chairman of ICICI Limited.
1961: The first West German loan of DM 5 million from Kredianstalt obtained.
1967: ICICI made its first debenture issue for Rs.6 crore, which was oversubscribed.
1969: The first two regional offices set up in Calcutta and Madras.
1972: ICICI becomes the second entity in India to set up merchant banking services.
1977: ICICI sponsored the formation of Housing Development Finance Corporation and
manages its first equity public issue.
1982: ICICI became the first ever Indian borrower to raise European Currency Units.
1985: Mr. N.Vaghul appointed the seventh Chairman and Managing Director of ICICI.
1986: ICICI became the first Indian institution to receive ADB Loans.
ICICI, along with UTI, set up Credit Rating Information Services of India
Limited, India's first professional credit rating agency.
1987: ICICI signed a loan agreement for Sterling Pound 10 million with Commonwealth
Development Corporation (CDC), the first loan by CDC for financing projects in India.
1993: ICICI Securities and Finance Company Limited in joint venture with J. P. Morgan set up.
Mr. K.V.Kamath appointed the Managing Director and CEO of ICICI Ltd
1997 : ICICI Ltd was the first intermediary to move away from a single prime rate structure to a
three-tier prime rates structure and introduced yield-curve-based pricing.
The name "The Industrial Credit and Investment Corporation of India Ltd"
changed to "ICICI Ltd."
1998: A new logo symbolizing the common corporate identity for the ICICI Group was
introduced.
1999 : ICICI launched retail finance - car loans, home loans and loans for consumer durables.
ICICI becomes the first Indian company to get listed on the NYSE through an
issue of American Depositary Shares.
2000 : ICICI Bank became the first commercial bank from India to get its stock listed on the
NYSE.
2001: The Boards of ICICI Ltd and ICICI Bank approved the merger of ICICI Ltd. with ICICI
Bank.
2002: ICICI Ltd merged with ICICI Bank Ltd to create India’s second-largest bank in terms of
assets.
ICICI Bank launched India’s first CDO (Collateralised Debt Obligation) Fund
named Indian Corporate Collateralised Debt Obligation Fund (ICCDO Fund).
"E-Lobby", a self-service banking centre and a first of its kind in India, is
inaugurated in Pune.
A 1,100-seat Call Centre for Customer Care by phone and e-mail was set up
in Hyderabad.
ICICI Bank Home Shoppe, the first-ever permanent aggregation and display of
housing projects in the county, launched in Pune.
The first offshore banking unit (OBU) at SEEPZ Special Economic Zone,
Mumbai, was launched.
India’s first ever "Visa Mini Credit Card", a credit card 43% smaller in
dimensions was launched.
2004: Max Money, a home loan product that offers the dual benefit of higher eligibility and
affordability to a customer, introduced.
Kisan Loan Card and innovative, low-cost ATMs were launched in rural India.
ICICI Bank and CNBC TV 18 announced India’s first ever awards recognizing
the achievements of SMEs, a pioneering initiative to encourage the
contribution of Small and Medium Enterprises to the growth of the Indian
economy.
ICICI Bank introduced partnership model wherein ICICI Bank would forge an
alliance with existing micro finance institutions (MFIs). The MFI would
undertake the promotional role of identifying, training and promoting the
micro-finance clients and ICICI Bank would finance the clients directly on the
recommendation of the MFI.
ICICI Bank introduced 8 to 8 Banking wherein all the branches of the Bank
would remain open from 8a.m. to 8 p.m. from Monday to Saturday.
ICICI Bank introduced the concept of floating rate for home loans in India.
2005: First rural branch and ATM launched in Uttar Pradesh at Delpandarwa, Hardoi.
"Free for Life" credit cards launched wherein annual fees of all ICICI Bank
Credit Cards were waived off.
ICICI Bank and Visa jointly launched mChq – a revolutionary credit card on
the mobile phone.
ICICI Bank became the first private entity in India to offer a discount to retail
investors for its follow-up offer.
2006: ICICI Bank became the first Indian bank to issue hybrid Tier-1 perpetual debt in the
international markets.
Introduced a new product - ‘NRI smart save Deposits’ – a unique fixed deposit
scheme for nonresident Indians.
ICICI Bank became the largest retail player in the market to introduce a
biometric enabled smart card that allow banking transactions to be
conducted on the field. A low-cost solution, this became an effective delivery
option for ICICI Bank’s micro-finance institution partners.
2007: ICICI Bank makes a USD 2 billion three-tranche international bond offering, which
becomes the largest bond offering by an Indian bank.
ICICI Bank raised Rs 20,000 crore (approx $5 billion) from domestic and
international markets through a follow-on public offer.
ICICI Bank’s GBP 350 million international bond offering marked the inaugural
deal in the sterling market from an Indian issuer and also the largest deal in
the sterling market from Asia.
Launched India’s first ever jewellery card in association with jewellery major
Gitanjali Group.
ICICI Bank became the first bank in India to launch a premium credit card --
The Visa Signature Credit Card.
The foundation stone for a regional hub in Gandhinagar, Gujarat was laid.
ICICI Bank introduced SME Toolkit, an online resource centre, to help small
and medium enterprises start, finance and grow their business.
ICICI Bank signed a multi-tranche dual currency US$ 1.5 billion syndication
loan agreement in Singapore.
ICICI Bank became the first private bank in India to offer both floating and
fixed rate on car loans, commercial vehicles loans, construction equipment
loans and professional equipment loans.
ICICI Bank Eurasia LLC inaugurated its first branch at St Petersburg, Russia.
2008: ICICI Bank enters USA, launches its first branch in New York
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
Personal Banking:
• Deposits
• Loans
• Cards
• Investments
• Insurance
• Demat services
• Wealth management
NRI Banking:
Money Transfer
Bank accounts
Investments
Property Solutions
Insurance
Loans
Business Banking:
➢ Corporate net banking
➢ Cash Management
➢ Trade services
➢ FXonline
➢ SME services
➢ Online taxes
➢ Custodial services
RESEARCH OBJECTIVE:
➢ To study whether the customers are satisfied with their services among ICICI
bank and SBI bank.
➢ To know about the Customer preferences among ICICI and SBI bank
➢ To give Suggestions to improve the services.
RESEARCH METHODOLOGY:
Sampling design
Target population:
• The target population in this research refers to the bank customers who are
having an account in SBI bank and ICICI bank due to the convenience in
collecting the data. The respondents can be any gender, any income level,
any occupation and any education level.
Sampling unit
• The sampling units are customers of ICICI bank and SBI bank.
Sampling method
Sample size
➢ This research selects 40 respondents as the sample size due to limited of
time by asking them that they are having an account in SBI bank and ICICI
bank due to the convenience in collecting the data. The respondents can be
any gender, any income level, any occupation and any education level.
Sampling plan:
✔ We are going to collect the data from the ATMS and also by visiting the bank.
Pilot Study:
A pilot study can refer to many types of experiments, but generally the goal of study is to
replicate the full scale experiment, but only on a smaller scale.
A pilot is often used to test the design of the full-scale experiment. The design can
then be adjusted in time. This can turn out to be valuable: should anything be
missing in the pilot, it can be added to the experiment and chances are that the full-
scale (and more expensive) experiment will not have to be re-done.
Research methodology:
Sources of data:
Appropriate statistical analysis will be adopted. The data will be tabulated and
analyzed.
The main statistical tools used for the collection and analyses of data in this project
are:
• Questionnaire
• Pie Charts
• Bar Diagrams
Limitations of study:
Due to the following unavoidable and uncontrollable factors the factors, the
result might not be accurate. Some of the problems faced while conducting
the survey are as follows:-
The customers were asked on different parameters like Interest Rates provided
by their respective banks, Branch Visit Experience, Problem Solving Ability and
Online/Telephone services. We asked them to rank it accordingly what is the
most important of these and what decides their banking experience.
We asked 40 respondents in total, 20 from each bank and asked them to rank
these parameters according to their preference.
Interest Rate Branch Problem Online/Telephone
Provided Visit Solving Services
Interpretation:
It was found out that while 20% of the customers of ICICI preferred interest rates
as top priority for choosing their bank as compared to 40% in SBI. Exactly the
same way branch visit, problem solving and online/telephone services are at
40,30 and 10 for ICICI and 20,25 and 15 for SBI respectively.
ICICI BANK
40 40 20 0
SBI BANK
20 30 40 10
1= Best
4= Worst
Interpretaion:
It was found out that while 40% of the customers of ICICI bank were extremely
satisfied with the branch visit experience as compare to 20% in SBI. Later 0% of
ICICI customers were dissatisfied whereas 10% found to be dissatisfied with SBI.
Problem solving experience:
1 2 3 4
ICICI BANK
40 30 20 10
SBI BANK
30 35 20 15
Interpretation:
40% of the ICICI customers were satisfied with the services provided by their
bank and 10% are dissatisfied. In SBI bank 30% of the customers are satisfied
and 15% are dissatisfied from the services provided by the bank.
ICICI BANK
30 30 30 10
SBI BANK
50 40 10 0
Interpretation:
Interestingly 50% of the customers of SBI were extremely satisfied with the rates
provided by their bank as compare to 30% in ICICI bank. 0% were dissatisfied
with the rates of SBI as compare to 10% of ICICI.
ICICI BANK
40 40 10 10
SBI BANK40 30 20 10
Interpretation:
40% of both SBI and ICICI were found satisfied with online/ telephone banking
whereas 10% of both SBI and ICICI were found dissatisfied with the online
services. 40% of ICICI Bank were found to be some what satisfied with the
services as compared to SBI Bank at 30%.
Comparison:
ICICI BANK
Online Services
4 1.5 1.60 2.4
Online Services
4 1 1.60 1.60
Findings:
A. Both the banks SBI and ICICI are in a real close situation when it comes to
customer satisfaction on the services they provide.
B. SBI scores high in the area of interest rates provided and that takes the
customer satisfaction index ahead of ICICI bank.
C. In terms of Branch visit experience ICICI has done a lot better than SBI.
E. Many of the respondents are saying the reason to choose the services of
the ICICI bank is because they are good in efficient customer service and
efficient complaint handling.
F. And many of the respondents are not aware of the many services rendered
by the ICICI bank. The few are deposit of cash in ATM, request for cheque
book in ATM, end of the day balance in mobile, etc.
Recommendation:
Since many of the respondents are not aware of the key services. The bank has
to take some initiatives.
The bank can post a list of services that they are rendered to the customers
inside the bank Premises.
And they can post demo of all these services in their bank website.
The bank can also send a post to there customers by informing there services
and how to proceed with that and all details they can mention it in the post.
State Bank Of India can concentrate on their Branches as they scored low on
this parameter. They need to improve the outlook of their bank.
ICICI Bank can make their rates more competitive as SBI score the most here.
ICICI bank can look to attract more number of customers and also increase the
satisfaction level of their existing customer by taking care of this parameter.
Conclusion:
There is a tough competition between both the banks and
scored differently on each of the different parameters.
Although the customer satisfaction index is real close for
both the banks but this time SBI has emerged as a leader
beating ICICI. Therefore we reject our null hypothesis and
accept alternate that the customers of SBI are more
satisfied with the services of their bank.
• Since both the banks are competing equally with each other.
• But SBI bank is little bit below the line in customer complaints handling when
compared to ICICI bank.
• The ICICI bank is little bit below the line in concentrating on interest rates
when it comes to SBI bank.
THANK
YOU
Bibliography:
➢ Market Research Text Book
➢ S.P.Gupta Statistics Book.
Websites:
www.ezine@rticles.com
www.googlesearch.com
www.iupindia.org
www.ebscohostsearch.com
www.emeraldinsight.com
www.icicibank.com
www.statebankofindia.com