Vidhya Sagar

INTRODUCTION OF MARKETING Meaning of Marketing:

Marketing more than any other business functions deals with customers creating customer value and satisfaction are the heart of modern marketing thinking and practice. Marketing is the delivery of customers by promising superior value and to keep current customers by delivery satisfaction The American marketing association has defined marketing as “marketing is the performance of business activates that direct the flow of goods and services from producer to consumer of user”. in this words of Caniff and still " marketing is the term used to describe collectively those business functions most directly concerned with the demand stimulating and demand fulfilling activities of the business enterprise". Philip Kotler definition of marketing is “marketing is a social and managerial process by which individual and groups obtain what they need and want through creating and exchanging products and value with other".

Function of marketing: Marketing as business authority‟s concerned it today is aboard function of business composed of many elements. Until recently even outstanding authorities defined marketing as “the performance of business activities that direct the flow goods and services from producer to consumer or user”. While this definition still not broad enough. It does not encompass the idea that marketing also includes the identification of the market and the market‟s needs and that products and service to fulfill those needs profitability.

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Various activities that a marketer follows: 1. Identifying specific markets for products and services. 2. Identifying existing and future needs and wants of these markets. 3. Guiding the development of products packages and services to fill these needs at a profit 4. Selling delivery and collecting these goods services to the ultimate consumer or u Customer satisfaction & perception:

Customer satisfaction with a purchase depends upon the products performance relative to a buyers expectation a customer might experience various buyers of satisfaction it the product performance

falls a short of expectation customer is

dissatisfied. It performance matches expectation the customers is satisfied if performance exceeds expectation the customer is highly satisfied or delight.

For customer centered companies customer satisfaction is both a goal and a major factor in company success highly satisfied customer produce several benefits for the company they are less price sensitive and they remain customer for a long period they buy additional products over time as the company introduces related products or important and the take favorable to the other about the company and its product customer satisfaction is the outcome felt by the buyers who have experiences a company performance that has fulfill expectations.

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IMPORTANT & NEED OF THESTUDY: 1. Today customers face a growing range of choices in the product and services. They can buy on their basis of choice and perception of quality value and services companies need to understand the determinates of customer value and satisfaction customer delivered value is the difference between total customer value and total customer cost. 2. Customer will normally chose the offer that maximizes their deliver value 3. To create customer satisfaction companies must manage their own value chains and the entire value delivery system 4. In a customer cantered way the companies but even more important to retain customers relationship marketing provide the key to retaining customers and involves building financial and social benefits as structural ties to customers 5. Total quality management has become approach to providing customer satisfaction and company profitability companies must understand how their customers perceived quality and how much they expect companies must to better job of meeting. 6.

Consumer quality expectation delivery quality requires total management and employee commitment as well as measurement and reward system. .

7. Man from the very inception of mankind require to travel from one place to other in search of food, water, etc.., and with this stranded his says of needs among which one was of transportation 8. This need accosted by innovation led to the invention of wheel bullock cart and s

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OBJECTIVES OF STUDY: Primary objectives:

1. To know the level of satisfaction from the existing customers of ICICI Bank providing after services

Secondary objectives:

1. To know the level of satisfaction and perception towards ICICI Bank

2. To find how satisfied the customers are with after account sales service

3. To find out the factors for which customers prefer ICICI Bank

4. To know the customer interest in the promotional incentives for the purchase of ICICI Bank 5. To know the feeling of customers while they Account ICICI Bank

6. To know the satisfaction of customers regarding the cost and payment of ICICI Bank 7. To know the interest of customers regarding seating capacity and comfortless in the account.

8. To find out the customers perception in feel consumption and efficiency of ICICI Bank when compared with other.

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LIMITATIONS OF THE STUDY: 1. The time period was 45 days

2. The study was limited in Karimnagar &Hyderabad cities only.

3. Conclusions are drawn on information supplies from the questionnaire.

Sampling error:

The sampling method chosen is an non- probabilistic convenience sampling. The major drawback with this type of sampling is that one is unable to draw statistically reliable information about a rigout defend universe thus this sample may not be considered as a true representative the universe

Non- response error:

Error is arising due to inability to contract certain of the sample and inability of the respondents to answer few questions. Response error:

1. This error arises when persons give wrong information because of 2. Perception loss of prestige:

1. When interviewing takes place on a subject about which there is some expectation regarding social approval or disapproval in which there is strong ago involvement respondents error by idealizing his/her behaviors. Unwillingness of the respondents to answer questions related to age phone address and occupation.

3. Ambit error:

This error arises when there is something wrong in the formulation of the questionnaire 5

4. Accuracy error: The researcher commits this error when there is loss of information in transmission from the actual place till the perception of the report

5. Testing error: One more probable area where error could have occurred is due to testing effect wherein respondents due to the conditional effect.

1. During the research the researcher faced some more problems like non- cooperation of the res pendants giving absurd answers to relevant and important questions etc…,

2. The data collected from the respondent is qualitative in nature i.e.., views options etc.., so it is not a convenient data for the study at a longer duration.

3. The study 110 customers are taken into accord

4. The time of the study is limited

5. Due to some unknown reasons some customers were not able to give full information about the study.

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RESEARCH METHODOLOGY:

Research design:

The study has been carried out in conclusive of nature. It describes the expectation. Attitude opinion views and level of satisfaction among the customers with reference to ICICI Bank

Research instrument:

For the collection of various data requirements questionnaires were used as research instrument.

Research Collection Techniques:

For the purpose direct interview were conducted with the help of structured instrument i.e.., questionnaires some useful information was obtained through personal interaction with the respondents.

The survey has been done to obtain primary data. The questions used were close as well as open ended. The study was conducted exclusively.

Sampling procedure:

The sampling technique use here was quota sampling which is one of the most commonly used non-probability Sample design

Sample unit: The target population from which the sample is chosen is owners of ICICI Bank

Sample size: The sample of 100 from the target population chosen 7

COMPANY PROFILE The Government of India established ICICI in 1955 as a Financial Institution (FI, other such institutions were IDBI and SIDBI) with the objective to finance large industrial projects. ICICI was not a bank - it could not take retail deposits - and nor was it required to comply with Indian banking requirements for liquid reserves. ICICI borrowed funds from many multilateral agencies (such as the World Bank), often at concessional rates. It used these to make large corporate loans. All this changed in 1990s. ICICI founded a separate legal entity, ICICI Bank, to undertake normal banking operations - taking deposits, credit cards, car loans etc. The experiment was so successful that ICICI merged into ICICI Bank in a "reverse merger" in 2002. At the time of the reverse merger, there were rumours that ICICI had a large proportions of Non Performing Loans ("NPA", as they are known in India) on its books in particular to the steel industry. Since 2002, there has been a general revival in Indian industry (and metal based industry in particular). It is widely believed that the proportion of NPAs has come down to prudent levels (even if it were high earlier). ICICI Bank now has the larges among all banks in retail or consumer financing. ICICI Bank is the largest issuer of credit cards in India. It was the first bank to offer a wide network of ATM's and has a large network of ATM's. ICICI Bank also has the largest market value of all banks in India, and is widely seen as a sophisticated bank able to take on many global banks in the Indian market. The Bank is expanding in overseas markets and has the largest international balance sheet among Indian banks. The international banking business was set up in 2002 to implement a focused strategy for the overseas market. The Bank now has wholly-owned subsidiaries, branches and representatives offices in 18 countries, including an offshore unit in Mumbai.

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This includes wholly owned subsidiaries in UK, Canada and Russia, offshore banking units in Singapore and Bahrain; advisory branch in Dubai, branches in Sri Lanka, Hong Kong and Belgium; and rep offices in the US, China, United Arab Emirates, Bangladesh, South Africa, Indonesia, Thailand and Malaysia. The bank is targeting the NRI (Non Resident Indian) population for expanding its business. ICICI Bank has been endorsed by Amitabh Bachchan and Shahrukh Khan. The Cheques presented to winners in the first 2 versions of the famous game show - Kaun Banega crorepati were ICICI Bank cheques. ICICI BANK LIMITED MFIs and has developed a kiosk and rural ATM based model of financial services deliver ICICI Bank Limited (ICICI Bank) is India's largest private sector bank and the second largest bank in the country. It has a growing customer base with over 10 million customers, which it services through a multi-channel network. The ICICI group traces its beginning to 1955 when ICICI was set up as a development financial institution in the private sector in a joint initiative by the World Bank, Government of India and Indian industry. ICICI Bank today is the fastest growing bank and is well-placed to capitalize on emerging opportunities, as it reaches out to new markets in India and the world. CEO's Message: Mrs. Chanda Kochhar Managing Director & Chief Executive Officer ICICI Bank's social initiatives are aimed at capacity building in specific focus areas that we view as key to the long-term economic and human development of India. By supporting initiatives to address basic health and educational needs and increase access to financial services, we strive to bring more and more people into the socio-economic mainstream and contribute, in our own small way, to the full realization of India's vast untapped potential.

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OVERVIEW: ICICI Bank is India‟s second-largest bank with total assets of Rs.3, 446.58 billion (US$ 79 billion) at March 31st, 2007 and profit after tax of Rs.31.10 billion for physical 2007. ICICI Bank is the most valuable bank in India in terms of market capitalization and is ranked third amongst all the companies listed on the Indian stock exchanges in terms of free float market capitalization. The Bank has a network of about 950 branches and 3,300 ATMs in India and presence in 17 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 Singapore, Bahrain, Hong Kong, Sri Lanka and Dubai international finance center and representative offices in the United States, United Arab Emirates, China, South Africa, Bangladesh, Thailand, Malaysia and Indonesia. ICICI Bank equity shares are listed in India on Bombay stock exchange and National stock exchange of India Limited and its American depository 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 share holding in ICICI Bank was reduced to 46% through a public offering of shares in India in fiscal 1998, and equity offering in the form of ADR‟s listed on the NYSE in fiscal 2000, ICICI Bank acquisition of bank of Mudra 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 in formed in 1955 at the initiative of the World Bank, the Government of India and respective of Indian industry. The principal objective was to create s development financial institution for providing medium-term and long-term project financing to Indian business.

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In the 1990s ICICI transformed its business from a development financial intuition 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 NYSE. After consideration of various corporate structuring alternatives in the context of the emerging competitive scenario in the Indian banking industry, and the move universal banking, the managements of ICICI and ICICI Bank formed the view that the merger of ICICI with ICICI Bank would be the optimal strategic alternative for both entities, and would create the optimal legal structure for the ICICI Groups universal banking strategy. The merger would enhance value for ICICI share holders through the merged entity‟s access to lowcost deposits, greater opportunities for earning fee-based income and the ability to participate in the payments system and provide transaction-banking services. MILESTONES OF ICICI BANK History of ICICI

1955

The Industrial Credit and Investment Corporation of India Limited (ICICI) incorporated at the initiative of the 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 elected as the first Chairman of ICICI Limited. ICICI emerges as the major source of foreign currency loans to Indian industry. Besides funding from the World Bank and other multi-lateral agencies, ICICI was also among the first Indian companies to raise funds from international markets.

1956

ICICI declared its first dividend of 3.5%.

1958

Mr.G.L.Mehta appointed the second Chairman of ICICI Ltd.

1960

ICICI building at 163, Backbay Reclamation, inaugurated.

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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 in Calcutta and Madras set up.

1972

The second entity in India to set up merchant banking services. Mr. H. T. Parekh appointed the third Chairman of ICICI.

1977

ICICI sponsored the formation of Housing Development Finance Corporation. Managed its first equity public issue

1978

Mr. James Raj appointed the fourth Chairman of ICICI.

1979

Mr. Siddharth Mehta appointed the fifth Chairman of ICICI.

1982

1982: ICICI became the first ever Indian borrower to raise European Currency Units. ICICI commences leasing business.

1984

Mr. S. Nadkarni appointed the sixth Chairman of ICICI.

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. ICICI promotes Shipping Credit and Investment Company of India Limited.

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The Corporation made a public issue of Swiss Franc 75 million in Switzerland, the first public issue by any Indian entity in the Swiss Capital Market.

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.

1988

Promoted TDICI - India's first venture capital company.

1993

ICICI Securities and Finance Company Limited in joint venture with J. P. Morgan set up. ICICI Asset Management Company set up.

1994

ICICI Bank set up.

1996

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

SCICI merged with ICICI Ltd. Mr. K.V.Kamath appointed the Managing Director and CEO of ICICI Ltd

1997

ICICI Ltd was the first intermediary to move away from single prime rate to 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. ICICI Ltd announced the takeover of ITC Classic Finance.

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1998

Introduced the new logo symbolizing a common corporate identity for the ICICI Group.

ICICI announced takeover of Anagram Finance. 1999

ICICI launched retail finance - car loans, house loans and loans for consumer durables.

ICICI becomes the first Indian Company to list on the NYSE through an issue of American Depositary Shares. 2000

ICICI Bank became the first commercial bank from India to list its stock on NYSE.

ICICI Bank announces merger with Bank of Madura. 2001

The Boards of ICICI Ltd and ICICI Bank approved the merger of ICICI with ICICI Bank.

2002

ICICI Ltd merged with ICICI Bank Ltd to create India‟s secondlargest bank in terms of assets. ICICI assigned higher than sovereign rating by Moody‟s. 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 inaugurated in Pune. It was the first of its kind in India. ICICI Bank launched Private Banking. 1100-seat Call Centre set up in Hyderabad

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ICICI Bank Home Shoppe, the first-ever permanent aggregation and display of housing projects in the county, launched in Pune,

ATM-on-Wheels, India‟s first mobile ATM, launched in Mumbai.

2003

The first Integrated Currency Management Centre launched in Pune.

ICICI Bank announced the setting up of its first ever offshore branch in Singapore.

The first offshore banking unit (OBU) at Seepz Special Economic Zone, Mumbai, launched. ICICI Bank‟s representative office inaugurated in Dubai. Representative office set up in China. : ICICI Bank‟s UK subsidiary launched.

India‟s first ever "Visa Mini Credit Card", a 43% smaller credit card in dimensions launched. ICICI Bank subsidiary set up in Canada. Temasek Holdings acquired 5.2% stake in ICICI Bank. ICICI Bank became the market leader in retail credit in India. 2007

Max Money, a home loan product that offers the dual benefit of higher eligibility and affordability to a customer, introduced.

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Mobile banking service in India launched in association with Reliance Infocomm.

India‟s first multi-branded credit card with HPCL and Airtel launched.

Kisan Loan Card and innovative, low-cost ATMs in rural India launched.

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 Indian economy. ICICI Bank opened its 500th branch in India. 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 8-8 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. 2008

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. Private Banking Masters 2005, a nationwide Golf tournament for high networth clients of the private banking division launched. This event is the largest domestic invitation

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amateur golf event conducted in India. First Indian company to make a simultaneous equity offering of $1.8 billion in India, the United States and Japan. Acquired IvestitsionnoKreditny Bank of Russia. ICICI Bank became the largest bank in India in terms of its market capitalization. ICICI Bank became the first private entity in India to offer a discount to retail investors for its follow-up offer. 2009

ICICI Bank became the first Indian bank to issue hybrid Tier-1 perpetual debt in the international markets. ICICI Bank subsidiary set up in Russia. Introduced a new product - „NRI smart save Deposits‟ – a unique fixed deposit scheme for nonresident Indians. Representative offices opened in Thailand, Indonesia and Malaysia. 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. Financial counseling centre Disha launched. Disha provides free credit counseling, financial planning and debt management services. Bhoomi puja conducted for a regional hub in Hyderabad, Andhra Pradesh.

2010

ICICI Bank„s USD 2 billion 3-tranche international bond offering was the largest bond offering by an Indian bank.

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Sangli Bank amalgamated with ICICI Bank. ICICI Bank raised Rs 20,000 crore (approx $5 billion) from both 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. 2011

Launched India‟s first ever jewellery card in association with jewelry major Gitanjali Group. ICICI Bank became the first bank in India to launch a premium credit card -- The Visa Signature Credit Card. Foundation stone laid for a regional hub in Gandhinagar, Gujarat. 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.

2012

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. In a first of its kind, nation wide initiative to attract bright graduate students to pursue a career in banking, ICICI Bank launched the "Probationary Officer Programme".

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CONCEPTUAL FRAME WORK Markets:A Market refers to the different groups of consumers for a product of service. Market need not be a place in the traditional sense. Here, the sellers or marketers are treated as the industry and the buyers as the market.. Examples are general consumer market, business market, global market, and specific markets like teenagers‟ market, children market, working women‟s market, insurance market, healthcare market and education market. A market is the set of actual and potential buyers of a product. Such buyers or consumers share a particular need or want that can be satisfied through exchange relationships. The size of the market will depend on the number of people who exhibit the need, have the buying power, and are willing to exchange their resources for what they want. Marketing:Marketing is defined by the American Marketing Association (AMA) as "the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large. Customer: Customer is defined as “anyone who receives that which is produced by the individual or organization that has value”. Customer expectations are continuously increasing. Customers seek out products and producers that are best able to satisfy their requirements. A product does not need to be rated highest by customers on all dimensions, only on those they think are important. Customer satisfaction: Customer satisfaction is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business. 19

Dissatisfaction------------- Perception Expectations Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organization's products. Importance of Customer Satisfaction: Exceptional customer service results in greater customer retention, which in turn results in higher profitability. Customer loyalty is a major contributor to sustainable profit growth. To achieve success, a company must make superior service second nature of the organization. A seamless integration of all components in the service-profit chain – employee satisfaction, value creation, customer satisfaction, customer loyalty, and profit and growth – links all the critical dynamics of top customer service. “Satisfying the customer is a race without finish."– Vernon Zelmer Many companies forget that satisfying customer needs and continuous value innovation is the only path to sustainable growth. This creates opportunities for new, smaller companies to emulate and improve upon what made their bigger competitors successful in the first place and steal their customers. 1. It costs between five and six times more to attract a new customer than to keep an existing one. 2. Companies can boost profits anywhere from 25 to 125% by retaining merely 5% more existing customers. 3. Only one out of 25 dissatisfied customers will express dissatisfaction.

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4. Happy customers tell 4 to 5 others of their positive experience. Dissatisfied customers tell 9 to 12 how bad it was. 5. Two-thirds of customers do not feel valued by those serving them. Measuring customer satisfaction: It's a well known fact that no business can exist without customers. Organizations are increasingly interested in retaining existing customers while targeting non-customers. Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace.  Companies conducting customer satisfaction research should strive to determine:  What product and service issues are important to customers?  How does the subject company perform on these issues?  How does the issues impact future purchase intent?  The second step is to select a survey methodology, considering population size, geography and demographics. The format and feedback should:  Accurately reveal status and performance.  Objectively understand the customer's perspective.  Provide actionable information for reaching total customer satisfaction.  Provide useful information on the marketplace and the competitive environment Since, satisfaction is basically a psychological state; care should be taken in the effort of quantitative measurement, although a large quantity of research in this area has recently been developed. Berry, Brodeur defined ten 'Quality Values' known as the ten domains of satisfaction which influence satisfaction behavior.

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These ten domains of satisfaction include: 1. Quality 2. Value 3. Timeliness 4. Efficiency 5. Ease of Access 6. Environment 7. Inter-departmental Teamwork 8. Front line Service Behaviors 9. Commitment to the Customer 10. Innovation These factors are emphasized for continuous improvement and organizational change measurement and are most often utilized to develop the architecture for satisfaction measurement as an integrated model. Parasuraman, Zeithaml and Berry provide the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived experience of performance. This provides the measurer with a satisfaction "gap" which is objective and quantitative in nature. One of the indicators of a Company‟s health, Customer Satisfaction, can be found through market analysis. Satisfied customers usually lead to more sales and profit, making it a strong indicator of company performance. Criteria for customer satisfaction: 1. Capability 2. Usability 22

3. Performance 4. Reliability 5. Install ability 6. Maintainability 7. Documentation If a company wants to investigate it themselves, look at firm specific factors like business contacts, reputation, advertising, and brand name can help determine customer satisfaction. After recognizing the amount of customer satisfaction a company has and in which areas, strategies can be formed to help the company become more competitive. Approaches To Achieve Customer Satisfaction: According to Adrian Thompson Customer Satisfaction can be achieved by the following 7 approaches: 1. Encourage Face-to-Face Dealings & Honor the company‟s Promises 2. Respond to Messages Promptly & Keep your Clients Informed 3. Be Friendly and Approachable 4. Have a Clearly-Defined Customer Service Policy 5. Attention to Detail (also known as 'The Little Niceties') 6. Anticipate Client's Needs & Go Out Of Your Way to Help Them Out

Benefits of Customer Satisfaction: 1. Customers stay with the company longer. 2. Customers deepen their relationship with company. 3. Customers demonstrate less price sensitivity. 4. Customers recommended company‟s products or services to others.

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DATA ANALYSIS Tables - 1 1. Total sample size

: 100

Q1. BANK ACCOUNTS POSESSED Bank name

No. of respondents

Percentage

ICICI

44

44%

SBH

26

26%

Andhra Bank

15

15%

HDFC

10

10%

others

5

5%

Total

100

100%

44% 45% 40% 35% 26%

30% 25% 20%

Series1

15%

15%

10%

10%

5%

5% 0% 1

2

3

4

5

INTERPRETATION: From the above analysis it is seen that 44% of respondents have bank account in ICICI, while 26% of the respondents have bank accounts in SBH, 15% of the respondents have bank accounts in Andhra bank, and 10% of respondents have bank accounts in HDFC bank and 5% of the respondents have bank accounts in other banks. 25

Table - 2 Q2. TYPE OF BANK ACCOUNT. Type of accounts

No. of respondents

Percentage

Saving

95

95%

Current

5

05%

Total

100

100%

100% 90% 80% 70% 60%

95%

50%

Series1

40% 30% 20% 5%

10% 0% 1

2

INTERPRETATION: From the above table it is clear that 95% of the respondents are having saving accounts and 5% of the respondents are having current accounts.

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Table -3 Q3. REASONS TO OPEN A BANK ACCOUNT Type of transaction

No. of respondents

Percentage

To procure loan

15

15%

Salary through bank

70

70%

For cheque clearance

10

10%

To own one

05

05%

Other reason

00

00%

Total

100

100%

80% 70% 60% 50% 40%

Series1

70%

30% 20% 10%

15%

10%

5%

0%

3

4

5

0% 1

2

INTERPRETATION: It is seen that the majority of the respondents that 70% of them open bank account for the purposes of take salary through bank, while 15% of them to procure loan and 10% of them are for cheque clearance and 5% of them to own one.

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Table - 4 Q4. SATISFACTION TOWARDS EXISTING BANK SERVICE Opinion

No. of respondents

Percentage

Yes

95

95%

No

05

05%

Total

100

100%

100% 90% 80% 70% 60% 50%

Series1

95%

40% 30% 20% 10% 5%

0% 1

2

INTERPRETATION: It is seen that the majority of the respondents that is 95% of them are satisfied with the existing bank service, and 5% of them are not satisfied with the existing bank service.

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Table - 5 Q5. MAINTENANCE OF MINIMUM BALANCE

Opinion

No. of respondents

Percentage

Maintaining

60

60%

Not Maintaining

40

40%

Total

100

100%

70% 60% 50% 40%

Series1

60%

30%

40%

20% 10% 0% 1

2

INTERPRETATION: From the above analysis it is seen that 60% of respondents are maintaining minimum balance, and 40% of the respondents are not maintaining minimum balance.

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Table - 6 Q6 OPINION ON MINIMUM BALANCE

Opinion

No. of respondents

Percentage

Good

50

50%

Average

20

20%

poor

30

30%

Total

100

100%

50% 45% 40% 35% 30% 25%

50%

Series1

20%

30%

15%

20%

10% 5% 0% Good

Average

Poor

INTERPRETATION: From the above table it is clear that 50% of the respondents given rate are good, 20% of the respondents given rate as average and 30% of the respondents given rating as poor.

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Table - 7 Q7. OPINION ON ATM NETWORK: Usage

No. of respondents

Percentage

Very regularly

70

70%

Often

20

20%

Rare

10

10%

Never

0

0%

Total

100

100%

80% 70% 60% 50% 40%

70%

Series1

30% 20% 20%

10%

10%

0%

0% Very Regularly

Often

Rare

Never

INTERPRETATION: From the above table analysis it is seen that 70% of respondents are using the ATM services, and 20% of the respondents are often using the ATM services, and 10% of the respondents are rare using the ATM services

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Table - 8 Q8.

ATM NET WORK OPINION:

Opinion

No. of respondents

Percentage

Good

70

70%

Average

20

20%

Poor

1

10%

Total

100

100%

80% 70% 60% 50% 40%

Series1

70%

30% 20% 20%

10%

10%

0% Good

Average

Poor

INTERPRETATION: From the above table analysis it is clear that 70% of the respondents given rate good, 20% of the respondents given rate as average and 10% of the respondents given rating as poor.

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Table - 9 Q9. OPINION ON ELECTRONIC FUND TRASFER Usage

No. of respondents

Percentage

Very regularly

10

10%

Often

5

5%

Rare

15

15%

Never

70

70%

Total

100

100%

80% 70% 60% 50% 40%

70%

30%

Series1

20% 10%

10%

0% Very Regularly

5% Often

15% Rare

Never

INTERPRETATION: From the above table analysis it is seen that 10% of respondent‟s usage of electronic fund transfer very regularly, 5% of respondent‟s usage of electronic fund transfer often, and 15% of respondent‟s usage of electronic fund transfer rare, and 70% of the respondents are never usage of electronic fund transfer.

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Table - 10 Q10. USAGE OF ATM DRAWINGS/PER DAY Usage

No. of respondents

Percentage

Maximum

60

60%

Minimum

40

40%

Total

100

100%

70% 60% 50% 40%

Series1

60%

30%

40%

20% 10% 0% Maximum

Minimum

INTERPRETATION: From the above table analysis it is seen that 60% of the respondents are maximum usage of ATM drawing per day limit, and 40% of the respondents are minimum usage of ATM drawing per day limit.

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Table - 11 Q11. OPINION ATM DRAWINGS/PER DAY LIMIT OPINION RATE:

Opinion

No. of. respondents

Percentage

Good

60

60%

Average

20

20%

Poor

20

20%

Total

100

100%

70% 60% 50% 40% Series1

60%

30% 20%

20%

10%

20%

0% Good

Average

Poor

INTERPRETATION: From the above table analysis it is clear that 60% of the respondents giving rate good, 20% of the respondents are given rate as average, and 20% of the respondents given rating as poor.

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Table -12 Q12. USAGE OF ANY WHERE BANKING:

Usage

No. of respondents

Percentage

Maximum

70

70%

Minimum

30

30%

Total

100

100%

80% 70% 60% 50% 40%

Series1

70%

30% 20%

30%

10% 0% Maximum

Minimum

INTERPRETATION: From the above table analysis it is clear that 70% of the respondents‟ usage of any where banking, 30% of the respondents are minimum usage of any where banking.

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Table -13 Q13. ANY WHERE BANKING OPINION RATE:

Opinion

No. of respondents

Percentage

Good

50

50%

Average

20

20%

Poor

30

30%

Total

100

100%

50% 45% 40% 35% 30%

50%

25%

Series1

20%

30%

15%

20%

10% 5% 0% Good

Average

Poor

INTERPRETATION: From the above table analysis it is clear that 50% of the respondents are given rate good, 20% of respondents are given rate as average and 30% of the respondents are given rating as poor.

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Table 14 Q14. FIXED DEPOSIT HOLDERS: Opinion

No of respondents

Percentage

Yes

40

40%

No

60

60%

Total

100

100%

70% 60% 50% 40% 60%

30% 20%

Series1

40%

10% 0% Yes

No

INTERPRETATION: From the above table analysis it is clear that 40% of respondents have fixed deposits and 60% of respondents‟ nave no fixed deposits.

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QUESTIONNAIRE Dear Respondents, Please spend five minutes for these questions with subject to my project on CUSTOMER ORIENTATION BY CORPORATE BANKING

Name of the Respondent

:

Address

:

Mobile number

:

Profession

:

1.

In which bank/s do you poses a bank A/C--------------------------

A)ICICI

B)SBH

C) ANDHRA BANK D)HDFC E)OTHERS

2.

Which type of account do you own : Savings/Current?

3.

What made you to open a bank account? (a) To procure loan

[

]

(b) Salary through bank

[

]

(c) For cheque clearance

[

]

(d) To own one

[

]

(e) Other reason

[

]

4. Are you satisfied with the existing bank service: If no state the reason.

39

yes/no

5. This bank maintenance of minimum balance A) Maintaining B) Not Maintaining 6. What are opinion on minimum balance A) Good B)Average C) Poor 7. What are opinion on ATM net work A) Very regularly B)Often C)Rare D)Never 8) What are ATM network opinion A) Good B)Average C)Poor 9) What is opinion on Electronic fund transfer A) Very regularly B)Often C)Rare D)Never 10) What is usage of ATM drawings per day A) Maximum

B)Minimum

11) What are opinion ATM drawings per day limit opinion rate A) Good B)Average C) Poor 12) What is usage of any where banking A) Maximum

B)Minimum

13) What are Any where banking opinion rate A) Good B)Average C) Poor 14) How many numbers fixed deposit holders? A) YES B) NO

40

Do

you

suggest

any

services

to

be

provided

by

the

banks………………………………………. …………………………………………………………………………………. ………………………………………………………………………………

41

corporate

FINDINGS: 1. Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. 2. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate. 3. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organization's products. 4. If a company wants to investigate it themselves, look at firm specific factors like business contacts, reputation, advertising, and brand name can help determine customer satisfaction. 5.

After recognizing the amount of customer satisfaction a company has and in which areas, strategies can be formed to help the company become more competitive.

42

CONCLUSIONS 1.

The charges are very high to open a new account.

2.

No ATM centers in main areas.

3.

No Branch Offices in Urban areas.

4.

Minimum Balance in 3 Months it not maintain then bank fix the fines.

5.

Charging more percentage on transfer of D.D.‟s & Cheques etc.

6.

ICICI bank is not able to provide some special plans to students in view of giving study loans etc.

8.

ICICI bank not giving loans to farmers.

9.

Most of the customers of this bank is using current account only for fast withdrawal facility.

10.

ICICI bank have no branch offices in Mandal levels.

11.

Most of people are not known about this private sector bank and its rules and regulation. People have a thought of private bank is not safe to their money.

43

SUGGESTIONS 1.

ICICI bank needs to open more branches in all the urban areas & mandals.

2.

ICICI bank has to increase the No. of ATM centres in all the main areas.

3.

ICICI bank has to concentrate on students.

4.

Must be provide & increase services to the farmers.

5.

Bank have to decrese the new account opening charges for the convinent to all levels people.

6.

Bank must be increase the Advertisement Promotional Activities in the rural level.

7.

ICICI Bank need to decrease the amount of 3 months minimum balance.

44

BIBLIOGRAPHY

1. Philip kotler, Management, New Delhi, Prentice Hall of India. 2. Total Quality management 3. Service marketing

-L.suganthi,Ananda.samul - R.Srinivasan

Website: www.icicibank.com www.google.com

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