Project Presentation

TABLE OF CONTENTS
 i) Title of the project
 ii) Objective & Scope of the study
 iii) Literature Survey
 iv) Methodology
 v) Data Analysis
 vi) Results and Discussion
 vii)Findings and Conclusions
 viii) Further scope of Investigation, if any
 Title of the project

“A Comparative study of customer

services in ICICI and SBI”
 Name of Candidate: ……………………….
 The award: The degree of Master of Business
Administration
 The year of submission: 2017
 Objective of the study

 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
 To study the profile of the respondents of ICICI and SBI
banks
 To study the image of ICICI and SBI among the customers
 Scope of the study
The study comprises workers and customers of ICICI & SBI due to
competition in recent times in the ICICI & SBI the study covers
employees of the ICICI & SBI who are always in contact with the
customers and the difficulties they face in delivering their service
as well as the customers experiences with the employees of the
company. The reason why ICICI & SBI was selected is because the
researcher first of all stays at Kumasi and saves with the company
and secondly, because Fidelity is springing up very fast in Kumasi,
currently; there are five branches in Kumasi within a space of about
three years. But this research will be carried out at the main office
of Fidelity which is at Adum, Kumasi.
 Literature Survey
 In present day economy, Marketing is defined as the providing of goods and
services according to the taste and preferences of the consumers at time
when it is required. Every dealership whether it is big or small, needs it’s vital
for the firm to carry on its operation and to achieve the target. The basis for
marketing is information. Marketing information is needed to project,
compare and evaluate the dealers and consumers preferences.
 After duly recognizing the importance of marketing, this topic has been
chosen as the focus of project. It analyze the various facts like price,
promotional aspects and availability etc., Marketing has become a
complicated job with the increase in the number of product trades and with
the changing life style of people, never a producer directs approaches the
consumers for his products and services in a same way consumer will never
directly knock the door of produces for his need and his wants in this or a
specified wings has to play to keep the role between their two parties to
construct a harmonious relationship.
 Methodology
1. 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: For this research I use non-probability sampling. Zikmund (1997) stated
that in non-probability sampling, the probability of any particular member of the population
being chosen is unknown. The element in the population does not have any probability attached
to their being chosen as sample subjects. Snow ball sampling was applied in this research. Snow
ball sampling is used to collect the data from the customers. Snow ball sampling refers to the
procedure that involves the selection of additional respondents based on referrals of initial
respondents.
Ghauri (2002) stated that sample size depend on the desired precision from the estimate.
Sample size: Precision is the size of the estimating interval when the problem is one of
estimating a population parameter. This research selects 60 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: I have collected the data from the ATMs and also by visiting the bank.
 Methodology ..contd….
2. 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 was not had to be re-done.

Validity: The ability of a scale or a measuring instrument to measure what it is intended to

measure can be termed as the validity of the measurement. Validity can be measured through
several methods like face validity, content validity, criterion – related validity and construct
validity. For this comparative study the researcher was taken the face validity.
Face validity: Face validity refers to the collective agreement of the experts and researchers on
the validity of the measurement scale. The researcher was given the questionnaire to the experts
in banking field.
Reliability: In reliability the researcher has adopted the alpha method. The reliability for the SBI
bank ATM service is .630.It shows that the question regarding to SBI ATM service is reliable. And
for the internet banking service is .767. And for the mobile banking service is .896. And for the
core banking system is .902. If the reliability result is .6 or above .6 the data is reliable. And for
this study the data is reliable because all the services are above .6.
 Methodology..contd….
3. Research methodology:
Sources of data:
• The data is basically primary in nature
• It was obtained from the customers

Data Collection Method: It was basically structured questioning, that is

personal interview with the aid of printed questionnaires.

Data Analysis: Appropriate statistical analysis was adopted. The data was
tabulated and analyzed.
 Data Analysis
This Chapter is the analysis and discussion, this
section’s objective is to combine results of all the
chapters. Classification & tabulation transforms the raw
data collected through questionnaire in to useful
information by organizing and compiling the bits of data
contained in each questionnaire i.e., observation and
responses are converted in to understandable and
orderly statistics are used to organize and analyze the
data.
 Results and Discussion
 Since many of the respondents are not aware of there 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.
 They can concentrate more on the respondents are falling under the age group
25yrs – 35yrs.
 The SBI bank can concentrate on customer complaints handling.
 The ICICI bank can concentrate on the female gender.
 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.
 Banks should obey the RBI norms and provide facilities as per the norms, which
are not being followed by these banks. While the customer must be given prompt
services and the bank officer should not have any fear on mind to provide the
facilities as per RBI norms to the units going sick.
 Banks should increase the interest rate of saving account.
 Banks should provide loan at the lower interest rate and education loans should
be given with ease without much documentation. All the banks must provide loans
against shares.
 Findings and conclusions
 Sum Of the respondents to choose the SBI bank is because the bank is proving more ATM
facility to the customers.
 And many of the respondents are saying the reason to choose the services of the SBI bank
is because they are good in efficient customer service.
 And the income level of the respondents who are having an account in SBI bank falling
under the income level of Rs. 5,000 – Rs.15.000.
 The age group of 25yrs – 35yrs respondents mostly is having an account in SBI bank.
 The both gender are equally having an account in SBI bank.
 And many of the respondents are not aware of the many services rendered by the SBI bank.
The few are deposit of cash in ATM, request for cheque book in ATM, end of the day balance
in mobile, etc.
 Sum Of the respondents to choose the ICICI bank is because the bank is more reliable to
the customers.
The SBI and ICICI bank are poised for explosive growth. In this, scenario, it is imperative that
banks adopt technology at an aggressive Pace, if they wish to remain competitive. Money
makes a case for these banks to outsource their technology infrastructure requirement, thus
enabling early adoption and increased efficiencies.
 Further scope of Investigation, if any
The present study on Customer Perception and Satisfaction helps to get clear
picture about the factors which satisfied the customers. This in turn helps the
management to formulate suitable policy to motivate the customers. Hence, the
satisfaction level of the customers may also change. The factors that satisfied the
customers may change with change in time because the needs of customers also
change with change in time. So continuous monitoring and close observation of
factors that satisfied and motivate the customers is necessary to maintain a
competent work force. Only with a competent work force an organization can
achieve its objective. Moreover, human resource is the most valuable asset to any
organization. A further study with in dept analysis to know to what extent these
factors satisfied and motivate the customers is required. Since the future phase was
to be adopted after finding out the important factors relating to this market, a
sincere attempt is made to elicit the above information’s. Thus there are lots of
scopes for further study of customer perception and satisfaction towards ICICI &
SBI.
 THE END

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