FINDING OF THE STUDY

1. WHICH OF THE FOLLOWING ATTRIBUTES COMPELLED YOU MOST TO OPEN BANK? (a) ATM cum DEBIT Cards (b) Cheque Book (c) Internet Banking/ Phone Banking (D) Working Hours (e) Value Added Services

ATTRIBUTES COMPELLED TO OPEN BANK

INTERNET BANKING 20% ATMCUM DEBIT CARD 45%

CHEQUE BOOK 25%

INTERPRETATION: - 45% respondents prefers ATM CUM DEBIT CARD facility of the bank where as only few people think that working hours and value added services are the things that attract them to open a bank. Although 25% of the respondents are also happy in cheque book facility.

2:-WHICH TYPE OF SERVICE PREFERS THE MOST BY YOU? (a) ATM SERVICE (b) INTERNET BANKING (c) MOBILE BANKING (d) CORE BANKING (e) Retail Banking

MOST PREFFRERED SERVICE OF THE BANK

45% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% ATM INTERNET BANKING 10% 20% 15%

10%

MOBILE BANKING

CORE BANKING

RETAIL BANKING

INTERPRETATION: - Here again 45% respondents think that ATM is the best facility provided by a bank. Although the use of mobile phone have spread too much with a great speed so mobile banking is also an area where consumer likings exist.

3:-IN WHICH OF THE FOLLOWING BANKS DO YOU HAVE ACCOUNT? (a) ICICI Bank (b) SBI Bank (c) HDFC BANK (D) Axis Bank (e) Other Please specify__________________

PREFFERED BANK FOR OPENING OF AN ACCOUNT

35%

25% 20% 15% 10% 5% 0% ICIC BANK SBI BANK

INTERPRETATION: - 35% of the respondents have their accounts in SBI whereas 30% people have in ICICI bank. This indicates their good services and nice facilities that attracts people to open their accounts in these two banks mainly.

5% 0%

30%

20% 15%

HDFC BANK

AXIS ABNK

4:-WHAT TYPE OF ACCOUNT DO YOU HAVE IN ICICI BANK? (a) Saving (b) Current (c) Fixed (d) NRI (e) Others Please specify

..

TYPE OF BANK ACCOUNT

NRI 5%

SAVINGS 30% FIXED 30%

CURRENT 35%

INTERPRETATION: - 35% of the respondent believe in opening up of an current account with the bank. 30% respondents although believe in fixed income and so believe investing in fixed account.

5:-HOW MANY SERVICES OFFERED BY ICICI BANK YOU LIKE? (a) D-Mat A/C (b) Mutual Funds (c) e-Instructions (d) LI & GI (e) Digitally Signed Statement

SERVICES OFFERED BY REPONDENTS' BANK

DIGITAL STATEMENT 10%

LI & GI

25%

E-INSTRUCTIONS

10%

MUTUAL FUNDS

35%

D- MAT A/C

20%

0%

5%

10%

15%

20%

25%

30%

35%

40%

INTERPRETATION: - Mostly people are interested in investing their money in mutual funs whereas 25% people are also interested in life insurance & general insurance.

6:-HOW WOULD YOU KNOW ABOUT THESE SERVICES? (a) Advertisements (b) Friends and Relatives (c) Direct Selling Agents (d) Others Please specify_______________

MEDIA FOR INFORMATION

50% 50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% ADVERTISEMENTS

35%

15%

FRIENDS& RELATIVES

DIRECT SELLING AGENTS

INTERPRETATION: - 50% of the respondents get to know about various schemes and facilities of ICICI Bank from the advertisements and about 35% get to know from their family and friends.

7:-WHAT THE PEOPLE THINK ABOUT THE ICICI BANK? (a) Necessity for protection security (b) Imposition of a burden of expenses (c) A compulsory tool for SAVING (d) Others Please specify________________

THINKING OF PEOPLE ABOUT ICICI BANK

SAVINGS 20%

IMPOSITION OF BURDEN OF EXPENSE 25%

PROTECTION 55%

INTERPRETATION: - Study indicates that people basically want to be protected and so they invest in icici bank. Although 25% also interest in impositioning the burden of expenses & so they invest in ICICI bank.

8.WHAT A RESPONDENT SEE IN PURCHASE OF A NEW PLAN FROM ICICI BANK? (a) Standing and goodwill of the company (b) Product range of the company (c) Advertisement being released by the company (d) Services being given by the company

PURCHASE OF A LOAN FROM THE BANK

SERVICES 15%

GOODWILL 30%

ADVERTISEMENT 30%

INTERPRETATION: - Goodwill of the bank is the most important factor why people used tyo purchase a plan from the bank. Other than this, they also get attracted by different ads of better service provider given by them on different.

9:-IS ICICI BANK PROVIDE BETTER SERVICES THAN SBI & HDFC BANK? (a) Yes (b) No (c)Can`t Say

COMPARING ICICI WITH SBI AND HDFC

50% 50% 45% 40% 35% 30% 25% 20% 15% 5% 10% 5% 0% YES NO CAN'T SAY 45%

INTERPRETATION: - Mostly respondents are seems to be happy with the services of the bank and around 50% believe that their services are better than the two other major banks.

10:-Do you know what type of value added services provide by ICICI BANKS? (a)-Young star (b)-Senior citizen (c)-Pre paid card (d)-Recurring deposits (e)-Any other (please specify)

VALUE ADDED SERVICES BY ICICI BANK

RECURRING DEPOSITS

25%

PREPAID

35%

SENIOR CITIZEN

25%

YOUNGSTAR

15%

0%

10%

20%

30%

40%

INTERPRETATION: - PREPAID is the best & highest known value added by ICICI bank and secondly recurring deposits is the another facility of the bank

11:-How would you rate product offered ICICI Bank than other? HIGH 1 2 3 4 5 LOW

RATING OF PRODUCTS OF ICICI BANK

45% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% 1 2 3 4 5% 15% 35%

INTERPRETATION: - Mostly people seems to be satisfied with the product offerings by the ICICI bank as highest ranked the bank as 2nd.

12:-How would you rate product service / product vs. cost by ICICI Bank? HIGH 1- 2 -3 -4 -5 LOW

PRODUCT VS COST BY ICICI

40% 40% 35% 30% 25% 20% 15% 10% 5% 0% VERY COSTLY COSTLY AFFORDABLE NEGLIGIBLE 15% 10% 35%

INTERPRETATION: - Products are costly in ICICI bank as compare to the service provided by them. This is actually a negative point for ICICI bank but although 25% of the respondents believe that they are affordable.

13:-How would you divide 100 points on the basis of service provide by ICICI Bank? (a)-Less formality (b)-Flexibility (c)-Less documentation (d)-Any others( please specify)

DISTRIBUTION OF 100

LESS FORMALITY 35%

FLEXIBILITY 35%

LESS DOCUMENTATION 30%

INTERPRETATION: - Ideally all aspects have been equally ranked but still documentation in ICICI is comparatively more than other formalities in the bank.

14:-How would you rate services offered by ICICI Bank HIGH 1- 2 -3 -4 -5 LOW

RANKING OF SERVICES

3RD RANK 15% 1ST RANK 35

2ND RANK 45%

INTERPRETATION: - People are seems to be happy with the services being offered by the bank as they rank it1st. 2nd rank also being provided but most of the respondents. But the overall situation is in favor and controlled.

MAJOR FINDINGS
 ICICI BANK IS CAPABLE TO PUT AT THE 2ND PLACE AMONGST THE VARIOUS OTER BANKS AVAILABLE TO US.  THE PEOPLE ARE HIGHLY SATISFIED WITH THE VARIOUS SERVICES PROVIDED BY ICICI BANK.  PEOPLE ARE ALSO SATISFIED WITH THE NUMBER OF VARIETY PRODUCTS OFFERED BY ICICI BANK AS WELL AS FEEL THEM LESS COSTLY TOO.  ICICI HAS SECURED A GOOD PLACE AMONGST THE PEOPLE AND HAVE SECURED A GOOD MARKET IMAGE AMONGST OTHERS.

REGARDING HOME FINANCE:

 HIDDEN COST IS INVOLVED IN HOME LOAN SCHEMES WHICH IRRITATES PEOPLE.  LENDING RATE IS ALTHOUGH LESS BUT STILL PEOPLE FINDS IT DIFFICULT TO AFFORD.  PERIOD OF SANCTIONING LOAN IS COMPARITIVELY LESS WHICH ATTRACTS PEOPLE BECAUSE TIME IS MONEY.  FORMALITIES & REGULATIONS TO GET LOAN FROM ICICI HOME FINANCE IS ALSO LESS THAT MOTIVATES PEOPLE TO GET LOANS.

SUGGESTIONS
Although ICICI has secured a good market image, large consumer base, highly skilled staff etc but it has to improve in some areas such as;  Should provide a proper time to the trainees that approach to them for training.  Should try to give more focus on the areas that provide practical knowledge as I was trained by giving more concerned on issues of the home finance and theoretical product knowledge of the bank but they don t introduced how all activities related with finance took place in the bank. As far as research based suggestions are concerned in mu opinion the bank should improve in :  More focusing on retail lending will in my opinion help ICICI to improve in future.  Should try to reduce landing rate so as to keep their customers with them.  Should reduce hidden cost involved in availing of loan facility.

CONCLUSION
ICICI has been able to use technology to provide value-added service to its customers during the last few years. For ICICI, technology is an integral part of their business. However, their overall progress could have been smoother but for certain internal and extraneous factors and also a pressure on spread due to a competitive market. Questionnaire and interview based study proves that customers of ICICI bank are highly satisfied with them & so the bank is on its growing path. As far as home loan ideas are concerned, home financing facility of the bank are superb and staffed as a separate office near the main branch of the bank so that more focus can be given to the other banking system requiring people.

BIBLIOGRAPHY

 TRAINING MATERIAL: y NOTES PREPARED y BROCHERS y PROVIDED MATERIAL AND KNOWLEDGE  INTERNET: y www.google.com y www.yahoo.com y www.icicibank.com

CONSUMER SATISFACTION IN |ICICI BANK}

(INCLUDING HOME LOAN SERVICE BY THE BANK)

A QUESTIONNAIRE

RESPODANT PROFILE

PERSONAL DETAILS:RESPONDENT NAME: GENDER OCCUPATION: JOURNALIST PROFESIONAL AGE GROUP: <18 25-35 INCOME STATUS; 25-35 >35 STUDENT ANY OTHER (PLEASE SPECIFY) ......

< 15000 Rs. 25000-35000 Rs.

15000-25000 Rs. > 35000 Rs.

1. WHICH OF THE FOLLOWING ATTRIBUTES COMPELLED YOU MOST TO OPEN BANK? (a) ATM cum DEBIT Cards (b) Cheque Book (c) Internet Banking/ Phone Banking (D) Working Hours (e) Value Added Services

2:-Which TYPE OF SERVICE PREFERS THE MOST by you? (a) ATM SERVICE (b) INTERNET BANKING (c) MOBILE BANKING (d) CORE BANKING (e) Retail Banking

3:-Which of following banks do you have account? (a) ICICI Bank (b) SBI Bank (c) HDFC BANK (D) Axis Bank (e) Other Please specify__________________

4:-What type of account do you have in bank? (c) Saving (d) Current (c) Fixed (d) NRI (e) Others Pls specify________________________________________

5:-How many services offered by your banks? (a) D-Mat A/C (b) Mutual Funds (c) e-Instructions (d) LI & GI (e) Digitally Signed Statement

6:-How would you know about these services? (a) Advertisements (b) Friends and Relatives (c) Direct Selling Agents (d) Others Pls specify_______________

7:-What the people think about the Banks? (a) Necessity for protection security (b) Imposition of a burden of expenses (c) A compulsory tool for SAVING (d) Others Pls specify________________

8.What a respondent see in purchase of new plan from Banks? (a) Standing and goodwill of the company (b) Product range of the company (c) Advertisement being released by the company (d) Services being given by the company 9:-Is ICICI Bank Provide better facilities than SBI & HDFC Bank? (a) Yes (b) No (c)Can`t Say

10:-Do you know what type of value added services provide by ICICI BANKS? (a)-Young star (b)-Senior citizen (c)-Pre paid card (d)-Recurring deposits (e)-Any other (please specify)

11:-How would you rate product offered ICICI Bank than other? HIGH 1 2 3 4 5 LOW

12:-How would you rate product service / product vs. cost by ICICI Bank? HIGH 1- 2 -3 -4 -5 LOW

13:-How would you divide 100 points on the basis of service provide by ICICI Bank? (a)-Less formality (b)-Flexibility (c)-Less documentation (d)-Any others( please specify)

14:-How would you rate services offered by ICICI Bank HIGH 1- 2 -3 -4 -5 LOW