(Industrial Credit and Investment Corporation of

India)



INTRODUCTION OF ICICI BANk
ICICI Bank Limited

Type Public company
Traded as BSE: 532174
NSE: ICICIBANK
NYSE: IBN
BSE SENSEX Constituent
CNX Nifty Constituent
Industry Banking, Financial services
Founded 1954
Headquarters Mumbai, Canada
Area served Worldwide
Key people Vaman Kamath (Chairman)
Ms.Chanda Kochhar (MD & CEO)
Products Credit cards, Consumer banking, corporate
banking,finance and insurance.,investment
banking, mortgage loans, private banking, wealth
management
Revenue US$ 13.52 billion (2012)
[1]

Profit US$ 1.60 billion (2012)
[1]

Employees 81,254 (2012)
[1]

Website www.icicibank.com


OVERVIEW

ICICI Bank (formerly Industrial Credit and Investment Corporation of India). ICICI
Limited was established in 1955 by the World Bank, the Government of India and the
Indian Industry, for the promotion of industrial development in India by giving project and
corporate finance to the industries in India.

ICICI Bank has grown from a development bank to a financial conglomerate and has
become one of the largest public financial institutions in India. ICICI Bank has financed all
the major sectors of the economy, covering 6,848 companies and 16,851 projects.

ICICI Bank Fact Files:


Network: 580 branches

ATMs: Over 2000

Abroad Subsidiaries: United Kingdom and Canada

Abroad branches: Singapore and Bahrain

Representative offices: United States, China, United Arab Emirates, and Bangladesh and
South Africa.

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. ICICI Bank set up its international banking group in
fiscal 2002 to cater to the cross border needs of clients and leverage on its domestic banking
strengths to offer products internationally.


ICICI Bank (BSE: ICICI) (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 1,491 branches, 22 regional offices and 49 regional processing centers,
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 specialized
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. 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 (the subsidiary through which the



hisave savings brand is operated), 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 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 and Bangladesh. Our UK subsidiary has established a branch in Belgium. ICICI Bank is
the most valuable bank in India in terms of market capitalization.

ICICI Bank's equity shares are listed in India on the 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).

ICICI Bank has formulated a Code of Business Conduct and Ethics for its Directors and
employees. At June 5, 2006, ICICI Bank, with free float market capitalization of about Rs.
480.00 billion (US$ 10.8 billion) ranked third amongst all the companies listed on the Indian
stock exchanges.



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 service group offering a wide variety of products and services, both
directly and through a number of subsidiaries and affiliates like ICICI Bank. In 1999, ICICI
become the first Indian company and the first bank or financial institution from non-Japan
Asia to be listed on the NYSE.

In October 2001, the Boards of Directors of ICICI and ICICI Bank approved the merger of
ICICI and two of its wholly owned retail finance subsidiaries, ICICI Personal Financial
Services Limited and ICICI Capital Services Limited, with ICICI Bank. The merger was
approved by shareholders of ICICI and ICICI Bank in January 2002, by the High Court of
Gujarat at Ahmadabad in March 2002, and by the High Court of Judicature at Mumbai and
the Reserve Bank of India in April 2002. Consequent to the merger, the ICICI group's
financing and banking Operations, both wholesale and retail, have been integrated in a
single entity.


















BUSINESS OBJECTIVES

Vision

To be the leading provider of financial services in India and a major global bank.

Mission

We will leverage our people, technology, speed and financial capital to:

be the banker of first choice for our customers by delivering high quality, world-
class service.
Expand the frontiers of our business globally.

Play a proactive role in the full realization of Indias potential.

maintain a healthy financial profile and diversify our earnings across businesses
and geographies









Maintain high standards of governance and ethics.

Contribute positively to the various countries and markets in which we
operate. Create value for our stakeholders.

Product and Services

Service and banking of ICICI bank categorized in to personal banking, business banking
and NRI banking services.

Personal banking- Deposit in form of saving, recurring, term deposit, senior citizen
deposit and children depository account are there for individual customer can also avail of
their housing, automobile, farm equipment, business or personal loan scheme. Personal
client can also invest in mutual funds and participate in stock trading through ICICI bank.

Business banking Business banking services of ICICI Bank are exhaustive. Project
financing, deal assessment, and land evaluation are investment banking services offered to
corporate clients. Global trade and cash management transaction services facilitate
remittances and receipts across important cities. Capital market and custodial services
enable business houses to participate in equity trading and transfer across major stock
markets of world.







Customer


ICICI bank targets all segment of customer with various types of products and services. I
interacted with a lot of customers and collect their feedback on the given services of
company, and feedback are positive response from all point of view. Customers are
beneficiary from both sides monetary as well as non monetary. The bank targets to add
nearly 500,000 customers under the new scheme in the next one year and plans to offer
auto loans through the new online channel in the future, ICICI Bank's Executive Director, V
Vaidyanathan, said here.

"As of now, nearly 24 per cent of our customer transactions are happening through
internet. We are primarily targeting our urban customers, who constitute nearly 70 per
cent of our total customer-base," Vaidyanathan said.


48



Customers, opting for the service can also benefit from the quantum optima facility,
wherein if the balance exceeds Rs 5,000, the money will automatically be transferred to a
fixed deposit scheme, he said. The facility, which also enable customers to transact between
an ICICI Bank account and accounts in other banks, is being offered free of cost, he said
ICICI bank, presently, has above 2 crore customers. The lender opened nearly 470 branches
in the last fiscal. The lender has also plans to launch 'SMS n Cash' scheme later this week
under which ICICI account holders can transfer funds to those who do not have a bank
account. ICICI bank is strongly committed to protecting the privacy of its customers and
has taken all necessary and reasonable measures to protect the confidentiality of the
customer information and its transmission through the world wide web and it shall not be
held liable for disclosure of the confidential information when in accordance with this
privacy commitment or in terms of the agreements, if any, with the customers.

ICICI bank Endeavours to safeguard and ensure the security of the information provided
by the customer. ICICI bank uses 128-bit encryption, for the transmission of the
information, which is currently the permitted level of encryption in India. When the
information provided by the customers is not transmitted through this encryption, the
customer's system (if configured accordingly) will display an appropriate message
ensuring the best level of secrecy for the customer's information.

The customer would be required to cooperate with ICICI bank in order to ensure the
security of the information, and it is recommended that the customers necessarily choose
their passwords carefully such that no unauthorized access is made by a third party. To
make the password complex and difficult for others to guess, the customers should use
combination of alphabets, numbers and special characters (like! @, #, $ etc.). The
customers should undertake not to disclose their password to anyone or keep any written
or other record of the password such that a third party could access it.

ICICI bank undertakes not to disclose the information provided by the customers to
any person, unless such action is necessary to:

Conform to legal requirements or comply with legal process;

Protect and defend ICICI bank's or its affiliates rights, interests or
property; Enforce the terms and conditions of the products or
services; or



49



Act to protect the interests of ICICI bank, its affiliates, or its members, constituents
or of other persons.




Competitor




The main competitor of is ICICI bank is SBI because this bank is totally taken by
government after this bank HDFC bank is the main competitor of ICICI bank .There are
different types of segment operation segment, investment and services, demat and NRI
services.The competitor from the operation segment are State Bank of India(SBI), Axis,
Housing Development and Financial corporation(HDFC) etc.From the investment And
service sector HDFC standard life insurance corporation, Bharati Axa life insurance
,Reliance Life Insurance Corporation, Max new work life insurance SBI Life insurance,Life
Insurance Corporation of India.In demat section India bull,Anangram,SBI,HDFC,India
Infoline are the main competitor of ICICI bank.In the NRI service section the Western Union
bank is the main competitor of ICICI bank.There are some other company who also
compete with the ICICI bank After the SBI the HDFC bank is the main competitor of ICICI
bank.

HDFC Bank Ltd. is a commercial bank of India, incorporated in August 1994, after the
Reserve Bank of India allowed establishing private sector banks. The Bank was promoted
by the Housing Development Finance Corporation, a premier housing finance company (set
up in 1977) of India. HDFC Bank has 1,500 branches and over 2,890 ATMs, in 530 cities in
India, and all branches of the bank are linked on an online real-time basis. As of September
30, 2008 the bank had total assets of INR 1006.82 billion.

State Bank of India is the largest bank in India. It is also, measured by the number of
branch offices and employees, the second largest bank in the world.[citation needed] The
bank traces its ancestry back through the Imperial Bank of India to the founding in 1806 of
the Bank of Calcutta, making it the oldest commercial bank in the Indian Subcontinent. The
Government of India nationalised the Imperial Bank of India in 1955, with the Reserve
Bank of India taking a 60% stake, and renamed it the State Bank of India. In 2008, the
Government took over the stake held by the Reserve Bank of India.SBI provides a range of
banking products through its vast network in India and overseas, including products aimed
at NRIs. With an asset base of

50



$126 billion and its reach, it is a regional banking behemoth. SBI has laid emphasis on
reducing the huge manpower through Golden handshake schemes and computerizing its
operations.The State Bank Group, with over 16000 branches , has the largest branch
network in India. It has a market share among Indian commercial banks of about 20% in
deposits and advances, and SBI accounts for almost one-fifth of the nations loans.There are
some other banks which gives challenging some how in the banking and service sectorthey
are:

Allahabad
Bank Andhra
Bank Bank of
Baroda Bank
of India

Bank of
Maharashtra
Canara Bank

Central Bank of
India Corporation
Bank

Dena Bank
IDBI Bank
Indian
Bank

Indian Overseas Bank

Oriental Bank of
Commerce Punjab & Sind
Bank

Punjab National
Bank Syndicate
Bank

UCO Bank

Union Bank of
India United Bank
of India Vijaya
Bank





Environment

An employer the bank extends a lot of authority along with justified accountability to you.
The working culture is very collaborative in nature. It can be owed to the fact that the bank
is highly segmented with a lot of overlapping and mostly distinct roles and
responsibility.ICICI Bank has established itself as a one stop solution (Universal Bank) for
all financial need of individuals and institutions alike. The credit for the same can be
attributed to its vast network, probably the largest among private sector banks.This makes
the life of an employee a lot easier, especially for those who face the external customers.
You do not have to justify your organization, it is only the product that has to be pitched. As
far as employee benefits are concerned, ICICI Bank offers a lot of financial benefits ranging
from your family health insurance to your kids school donations. The organization is
sensitive to the needs of its employees as this quality is one of the building blocks (DNA) of
the organizational culture. The organization will be giving you enough flexibility to
innovate and come-up with new ideas. It will also exhibit its in terms of well laid systems,
processes and infrastructure. It will extend a fast track growth for those with extraordinary
talent at the same time offer stability to those who are able to deliver satisfactorily.Overall,
I would say its a lifetime experience to work with such a behemoth organization. It might
not be the best paymaster but it definitely will impress you with its capability as the head
master (Principal) of banking industry.there are huge competition between the eployee to
achieve theo goal.




TECHNOLOGY

ICICI use many type of advance technological software like Pinnacle 7.0 and
Pinnacle7.016.Among from this software ICICI bank uses the e-banking, core banking,
mobile banking electronic display sy ICICI Bank was using Teradata for its data warehouse.
However, due to its proprietary hardware, the cost of procurement, upgrades and
administration was soaring. The closed box architecture of Teradata imposed restrictions
on scalability. Secondly, querying and loading could not happen simultaneously. Queries
could only be run during business hours because the loading of data had to take place
during off-business hours. This meant that the refresh rate of EDW was delayed, so queries
may not reflect the most current data. ICICI Bank was also dependent on Teradata for
support and other activities: The bank was completely tied down to that solution.



52



These issues compelled ICICI Bank to look for more efficient and flexible solutions. The
solution would have to address not only current issues, but accommodate future growth
expectations and business requirements. ICICI Bank evaluated numerous data warehousing
solutions in the pursuit of solving its issues, and developed a shortlist of alternatives for its
migration proof-of-concept: Sybase, SAS and Netezza. The primary criteria for evaluation
was the price-to-performance ratio where Sybase IQ emerged the clear winner. During this
rigorous testing, Sybase IQ delivered faster results on independent hardware and operating
systems with minimum infrastructure. Commending the improvements achieved, Amit
Sethi, Joint General Manager, ICICI bank says, "What impressed us wasthat even with
overall lower costs, we could achieve significantly better query performanceafter
implementing the Sybase enterprise warehouse solution." ICICI Infotech today launched an
enterprise resource planning (ERP) solution for the small and medium enterprises.

The ERP package - Orion Advantage - comes bundled with an HP dual processor Xeon
server, Oracle 9i database, Windows 2003 server and costs about Rs 9.90 lakh and has a
15-user license.

An ERP package helps a manufacturer or any other business implementing it to manage all
the important parts in the company such as product planning, parts purchasing,
maintaining inventory and interacting with suppliers and customers.

ICICI InfoTech officials told a press conference here today that Orion Advantage offered a
set of business practice solutions for industry segments such as engineering, auto ancillary,
pharmaceuticals, chemicals and IT distribution. Besides the cost advantage, the ERP
package also came pre-configured. ICICI InfoTech had mapped the processes specific to
each industry segment into the package.

Mr. R.K. Kanthi, Deputy General Manager, ICICI InfoTech, said there was no ERP package for
the SMEs that bundled the server, database and operating system right now. That was the
advantage ICICI InfoTech offered to SMEs as Orion Advantage came bundled and pre-
configured. Besides the high cost of generic ERP packages, their implementation time as far
as SMEs were concerned was also long. Orion Advantage could be installed in 45 days.






53



ICICI InfoTech had signed up six customers so far for the package and hoped to garner a 15
per cent market share of the SME segment, whose number in the country was estimated at
2.30 lakh.

The Chennai centers were involved in research and development of Orion ERP solutions
and Premia, an insurance package.

ERP Systems Integration

Pinnacle Software Solutions has the expertise and experience to assist you with your
enterprise systems integration. From developing your strategy, through implementation
and support, we bring the right combination of resources, management skill sets, and
technical know-how. We will help you successfully integrate your Enterprise Resource
Planning (ERP) systems into your overall business and technology infrastructure.

Whether you are planning an upgrade of an existing ERP system, or a complete
replacement of a legacy application and platform, we can help you improve your financial,
human resources, electronic mail, and other business systems. We work with the leading
ERP systems, including the latest versions of the Oracle and PeopleSoft applications:

General Ledger Project Costing
Accounts Payable Human Resources
Accounts Receivable Payroll
Purchasing Benefits

Asset Management Compensation

Our technology management solutions will help you migrate hardware platforms, improve
network and database performance, develop or refresh policies and procedures, and
develop sound disaster recovery and backup solutions. Please contact us to learn how
Pinnacle Software Solutions can help you develop solutions that fit your enterprise.













































KEY SUBSIDIARIES

ICICI Prudential Life Insurance Company

ICICI Prudential life Insurance Company Limited was incorporated on 20th July 2000.The
authorized capital of the company is Rs.2300 million and the paid up capital is Rs.1500
million. The company is joint venture of ICICI (74%) and UK based company Prudential Plc
(26%). The company was granted certificate of registration for carrying business, by
Insurance Regulatory and Development Authority on 24
th
November 2000. It commenced
commercial operation from 19
th
December 2000 and becoming a leading private sector life
insurance company.

The company recognizes that the driving force for gaining sustainable competitive
advantage in this business is superior customer experience and investment behind the
brand. The company aims to achieve this by striving to provide world class service level
trough constant innovation in product, distribution channels and technology based
delivery.

Vision and Mission




Their vision is to make ICICI Prudential Life Insurance Company the dominant new insurer
in the life insurance industry. This they hope to achieve through their commitment to
excellence, focus on service, speed and innovation, and leveraging our technological
expertise.


55


The success of the organisation will be founded on its strong focus on values and clarity of
purpose. These include:

Understanding the needs of customers and offering them superior products and
service

Building long lasting relationships with their partners

Providing an enabling environment to foster growth and learning for their
employees


And above all building transparency in all our dealings. They believe that they can play a
significant role in redefining and reshaping the sector. Given the quality of their parentage
and the commitment of their team, they feel that there will be no limits to their growth.

Board of Directors

The ICICI Prudential Life Insurance Company Limited Board comprises reputed people
from the finance industry both from India and abroad.
Shri K.V. Kamath, Chairman

Management Team

Ms. Shikha Sharma, Managing Director

Mr. Kevin Wright, Executive Vice President - Sales & Distribution

Ms. Madhavi Soman, Chief - Strategic Initiatives

Mr. V. Rajagopalan, Appointed Actuary

Mr. Sandeep Batra, Chief Financial Officer & Company Secretary

Mr. Saugata Gupta, Chief - Marketing & Service

Mr. Shubhro J. Mitra, Chief - Human Resources

Corporate Office:
ICCI Prulife Towers,

1089, Appasahab Marathe
Marg, Prabhadevi,

Mumbai 400 025.

Telephone Number: 022-462
1600 Website :
www.iciciprulife.com


ICICI Prudential Life Insurance Company (ICICI Life) maintained its market leadership in
the private sector with an overall market share of 9.3% based on retail new business
weighted received premium in fiscal 2010. ICICI Lifes total premium increased by 7.7% to
Rs. 165.32 billion in fiscal 2010 with renewal premiums increasing by 19.4%. ICICI Lifes
new business annualised premium equivalent was Rs. 53.45 billion in fiscal 2010. ICICI Life
achieved its first year of accounting profits since inception in fiscal 2010 with a profit after
tax of Rs. 2.58 billion.

The expense ratio has decreased from 11.8% in fiscal 2009 to 9.1% in fiscal 2010. Assets
held at March 31, 2010 were Rs. 573.19 billion compared to Rs. 327.88 billion at March 31,
2009.

ICICI Lifes unaudited New Business Profit in fiscal 2010 was Rs. 10.15 billion. Life
insurance companies make accounting losses in initial years due to business set-up and
customer acquisition costs in the initial years and reserving for actuarial liability. Further,
in India, amortization of acquisition costs is not permitted. These factors resulted in
statutory losses for ICICI Life since the companys inception till fiscal 2009. If properly
priced, life insurance policies are profitable over the life of the policy, but at the time of
sale, there is a loss on account of non-amortized expenses and commissions, generally
termed as new business strain that emerges out of new business written during the year.
New Business Profit is an alternate measure of the underlying business profitability

(as opposed to the statutory profit or loss) and is the present value of the profits of the new
business written during the year. It is based on standard economic and non-economic
assumptions including risk discount rates, investment returns, mortality, expenses and
persistency assumptions.

ICICI Lombard General Insurance Company


ICICI Lombard General Insurance Company Limited is a 74:26 joint venture between ICICI
Bank Limited and Canada based Fairfax Financial Holdings Limited. ICICI Bank is India's
second largest bank, while Fairfax Financial Holdings is a diversified financial corporate
engaged in general insurance, reinsurance, insurance claims management and Investment
management. Lombard Canada Ltd, a group company of Fairfax Financial Holdings Limited,


is one of Canada's oldest property and casualty insurers. ICICI Lombard General Insurance
Company received regulatory approvals to commence general insurance business in
August 2000.


57


Board Members


Mr K V Kamath,
Chairman Mr R
Athappan, Director Mr B
V Bhargava, Director Mr
Dileep Choksi, Director

Mr James F Dowd,
Director Ms Lalita D
Gupte, Director

Ms Kalpana Morparia,
Director Mr S Mukherji,
Director

Mr Chandran Ratnaswami,
Director Mr H N Sinor, Director

Mr Sandeep Bakhshi, Managing Director & CEO


Retail Segment of ICICI Lombard General Insurance :


ICICI Lombard's Retail Segment consists of personal insurance products - Health, Home,
Motor and Travel insurances.

Health Insurance

ICICI Lombard is known to be a pioneer in introducing innovative concepts in the Indian
health Insurance sector. Be it the floater concept, the critical illness cover or the tax gain
policy, all these were first introduced by ICICI Lombard. It was also one of the first general
insurance companies in India to have a robust online system in place for buying and
renewing policies.

The various plans offered by ICICI Lombard include Family Floater Plan - where one policy
covers the entire family, Health Advantage Plus - where they cover OPD and dental
expenses, also help save maximum tax under section 80D and Critical Illness plan - a
special policy covering a list of critical illnesses. They also have a basic Personal Accident
Plan which covers against accidents. ICICI Lombard health plans also provide coverage


against terrorism.

Home Insurance

Home Insurance is actually one of the most neglected areas in the general insurance
category. Simply, because people in general, especially in India, do not give much
importance to it. However, in the recent years, due to the increase in awareness, and the
great extent of damage

58


caused to property due to natural calamities and terrorism, it has been gaining importance.
The Home Insurance Policy offered by ICICI Lombard covers both the structure and the
contents of the house. You can opt for either of the covers or both. Unlike other policies, it
also covers damage due to terrorist activities, loss of cash, public liability, temporary
resettlement and others.

Motor Insurance

As Motor Insurance is mandatory in India and is governed by the Motor Tariff Act, the
policies offered by various companies are more or less the same. There is not much room
for innovation in this category. ICICI Lombard too offers Car Insurance and Two Wheeler
Insurance. They are known to offer one of the best rates in the market. As the entire buying
process is online and is instant, without any submission of documents or other formalities,
people generally opt it for convenience.

Travel Insurance

Travel insurance is one of the most prominent sector of general insurance, especially
overseas travel insurance and student medical insurance. ICICI Lombard offers various
options in both the categories. The Overseas Travel Plans and Student Medical Plans
offered cover medical and non-medical expenses, including compensation for flights
hijacked and pre existing diseases in case of emergency. They charge on a per day basis if
the travel is more than 7 days. ICICI Lombard has tied up with United Health Group to
facilitate access to all its clinics while in U.S.

The Student Medical Plans are accepted in almost universities worldwide. They also have a
section in their website, University Search, where one can find specific plans for specific
universities.

All the above retail policies can be bought online, without any documentation through their
website www.icicilombard.com .One can not only buy, but also manage and renew their
insurance policies online.

NRI Services

ICICI Lombard has developed insurance policies for Non-resident Indians that can be
bought, renewed and tracked online.


Parents' Health Insurance covers hospitalization and medical expenses incurred by parents
of the policyholder in India. For parents' travelling outside India, ICICI Lombard offers a
Parents' Overseas Travel Insurance policy.

An NRI can insure his children/ dependents travelling abroad to study, under the Student
Medical Insurance plan. Likewise, the Home Insurance and Car Insurance schemes enables
an NRI to secure his assets in India.

Channels

Channel is the term used for the various approaches a company uses to tap its customers.
ICICI Lombard uses a multi channel approach to ensure the sales, service and other allied
activities are carried out in the most effective manner.

Retail

The Retail channel consists of sales executives, sales officers, brokers and agents. They are
the one who are in direct contact with the customers and bring the innovative insurance
solutions to their doorsteps.

Online

ICICI Lombard has developed a web-based system to meet all the pre and post-policy
transaction. One can get quotes, buy, renew and track their policies onlin e through the
website [www.icicilombard.com]. With the do-it-yourself architecture, the online channel
is fast, convenient, easy to understand and operate.


ICICI Lombard General Insurance Company (ICICI General) maintained its leadership in the
private sector with an overall market share of 9.5% in fiscal 2010. ICICI Generals gross
written premium during fiscal 2010 was Rs. 34.32 billion. The industry continued to
witness a slowdown in growth on account of de-tariffication of the general insurance
industry whereby insurance premiums were freed from price controls, resulting in a
significant reduction in premium rates. The industry also continued to witness the impact
of motor third party insurance pool for third party insurance of commercial vehicles. ICICI
General achieved a profit after tax of Rs. 1.44 billion in fiscal 2010 compared to Rs. 0.24
billion in fiscal 2009.



ICICI Prudential Asset Management Company


ICICI Prudential Asset Management Company (ICICI AMC) was the third largest asset
management company in India. The average assets under management of ICICI AMC
increased from Rs. 514.56 billion for March 2009 to Rs. 810.18 billion for March 2010. ICICI
Prudential AMC achieved a profit after tax of Rs. 1.28 billion in fiscal 2010 compared to Rs.
7.1 million in fiscal 2009.

ICICI Venture Funds Management Company Limited


ICICI Venture Funds Management Company Limited (ICICI Venture) maintained its
leadership position in private equity in India, with funds under management of about Rs.
114.40 billion at year-end fiscal 2010. ICICI Venture achieved a profit after tax of Rs. 515.2
million in fiscal 2010 compared to Rs. 1.48 billion in fiscal 2009. The profit for fiscal 2009
includes gains from the sale of stake in TSI Venture.

ICICI Securities Limited and ICICI Securities Primary Dealership Limited


ICICI Securities achieved a profit after tax of Rs. 1.23 billion in fiscal 2010 compared to Rs.
0.04 billion in fiscal2009. ICICI Securities Primary Dealership achieved a profit after tax of
Rs. 849.8 million in fiscal 2010 despite the significant increase in yields on government
securities, as compared to a profit after tax of Rs. 2.72 billion in fiscal 2009

.
ICICI Bank UK PLC


ICICI Bank UK PLC (ICICI Bank UK) offers retail and corporate and investment banking
services in the UK and Europe. During fiscal 2010, ICICI Bank UK continued to focus on
rebalancing its deposit base towards retail term deposits and the proportion of retail term
deposits in total deposits increased from 58% at March 31, 2009 to 66% at March 31, 2010.
ICICI Bank UKs profit after tax for fiscal 2010 was USD 37.0 million compared to US$ 6.8
million in fiscal 2009. ICICI Bank UKs capital position continued to be strong with a capital
adequacy ratio of 17.3% at March 31, 2010.


ICICI Bank Canada


ICICI Bank Canada is a full-service bank which offers a wide range of financial solutions to
cater to personal, commercial, corporate, investment, treasury and trade requirements.
ICICI Bank Canadas profit after tax for fiscal 2010 was CAD 35.4 million compared to CAD
33.9 million in fiscal 2009. At March 31, 2010, ICICI Bank Canada had total advances of CAD
3.89 billion and total assets of CAD 5.68 billion. ICICI Bank Canadas capital position
continued to be strong with a capital adequacy ratio of 23.4% at March 31, 2010.


















































ICICI Bank Product & Customer Segment:

PERSONAL BANKING

Loan Product Deposit Product Investment & Insurance


Auto
Loan Saving a/c Mutual Fund
Loan Against
Current
a/c Bonds
Security Fixed deposit Knowledge Centre
Loan Against Demat a/c Insurance
Property Safe Deposit General and Health
Personal loan Lockers Insurance
Credit card Equity and Derivatives
2-wheeler loan Mudra Gold Bar
Commercial
vehicles finance
Home loans
Retail business
banking
Tractor loan
Working Capital
Finance
Construction
Equipment Finance
Health Care
Finance
Education Loan
Gold Loan
Cards Payment Services Access To Bank

Credit Card NetSafe Net Banking
Debit Card Merchant One View
Prepaid Card Prepaid Refill Insta Alert
Bill pay Mobile Banking
Visa Bill pay ATM
--------------------------------
Insta Pay Phone Banking
Direct Pay

Email Statements

Forex Services

Visa Money Branch Network

--------------------------------
Product & Services Transfer
Trade Services eMonies Funds


Forex service
Electronic

Transfer


Branch Locater


Online Payment of

RBI Guidelines



63


Direct Tax





WHOLESALE BANKING

Corporate Small and Medium Financial Institutions and
Enterprises Trusts

Funded Funded Services BANKS
Services Non Funded Services Clearing Sub-Membership
Non Funded Specialized Services RTGS sub-membership
Services Value added services Fund Transfer
Value Added Internet Banking ATM Tie-ups
Services Corporate Salary a/c
Internet Banking Tax Collection
Financial Institutions
Mutual Funds
Stock Brokers
Insurance Companies
Commodities Business
Trusts



NRI SERVICES

Accounts & Deposits Remittances

Rupee Saving a/c North America
Rupee Current a/c UK
Rupee Fixed Deposits Europe
Foreign Currency Deposits South East Asia
Accounts for Returning Indians Middle East
Africa
Others
Quick remit
IndiaLink



Cheque LockBox
Telegraphic/ Wire Transfer

Funds Transfer
Cheques/DDs/TCs
Investment & Insurances Loans

Mutual Funds Home Loans
Insurance Loans Against Securities
Private Banking Loans Against Deposits
Portfolio Investment Scheme Gold Credit Card
Payment Services Access To Bank





PRODUCTS & SERVICES OFFERED BY ICICI BANK

ICICI Bank offers wide variety of Deposit Products to suit your requirements. Coupled with
convenience of networked branches/ ATMs and facility of E-channels like Internet and
Mobile Banking, ICICI Bank brings banking at your doorstep. Select any of its deposit
products and provide your details online and their representative will contact you for
Account Opening.

SAVING ACCOUNTS

ICICI Bank offers customers a power packed Savings Account with a host
of convenient features and banking channels to transact through. So
now customers can bank at their convenience, without the stress of
waiting in queues.


Special Savings Account:

The Special Savings Account has been designed keeping in mind the specific needs of
organizations such as Trusts, Associations, Societies, Councils, Clubs etc. It provides
organizations solutions with added value and is ideal for tax exempted entities.

LIFE PLUSSenior citizens savings account


LIFE PLUS,a special savings account for senior citizens from ICICI Bank is packed with a
host of benefits, designed keeping your unique financial requirements in mind.
Special senior citizens desk to cater to all banking transactions, so that you dont
wait in queues.

Higher interest rate on FD/RD: avail the combined benefits of safety, flexibility
and attractive returns with ICICI Bank Fixed Deposit and Recurring Deposit.
Free special senior citizen LIFE PLUS debit card.

Money multiplies facility.

Extended banking hours allows you to visit our branches, as per your
convenience.

Anywhere banking access to various services, ICICI Bank has to offer anytime,
anywhere and from any place, including branches, ATMs and phone banking.
Nomination facility available.

Quarterly average balance (QAB) requirement of Rs.5000.

Quarterly physical statements are delivered to your doorstep to absolutely free
of cost.
Passbook on request.

Young Stars Account:

Young Stars is a banking service for children, aged 1day -18
years, brought to you by ICICI Bank to help the parents
meet the present and future aspirations that they hold for
their child. It offers various savings and investment options
to the parent

along with teaching the child to manage his/her personal finance in a more responsible and
independent manner. Young Stars will guide your child through the world of banking -
through checking the account balance, fun zones and special pages on the internet. It makes
banking a pleasure and of course teaches your child to manage their personal finances.
With the pocket money that you transfer to your child's account, you can even shop with
him / her at Young Stars very own shopping page. You can even open a recurring deposit in
your child's name.



Once you are done with your 'banking', you can access your child's account with all the fun
links to special zones designed to suit your child's area of interests and also impart
knowledge on the current events of the world.


66


Advantage woman savings account

The ICICI Bank Advantage Woman Account enables todays
independent women to enjoy hassle-free banking services.
Besides the core ICICI Bank advantage, the Advantage Woman
Savings Account is packed with special benefits for our women

customers. Enjoy your present and plan for the future with ICICI Banks Advantage Woman
Savings Account. Advantage Woman offers a specially designed woman's debit card which
helps you shop and save simultaneously, manages your household expenditures and comes
with a bag full of offers attached to it.

Special International Womans Debit Card with lots of offers.

Free unlimited access to any banks ATM.

Bill Pay facility & Multi Channel Access.

Payable-at-par cheque book.

Nomination facility available.

Zero balance facility with an RD of Rs.2000 or Quarterly Average Balance (QAB)
requirement of Rs. 10,000.

Current Accounts:

Every business requires efficient banking facilities to support its business activities. ICICI
Bank offers premium quality service, unfolding a wide array of class products. With
technology leadership and service the bank is able to meet some of the most challenging
financial needs of clients. A Current Account is one that is required by Businessman, Joint
stock companies, Institutions, Public authorities, public corporations etc. Any business that
has numerous banking transactions need a current account as it

Allows running account supporting unlimited withdrawals and deposits.

Is meant for convenience and not to save money.




Roaming Current Account

Only Roaming Current Account from ICICI Bank travels the distance with customers
business. With advanced technological features such as MCC and LCC, banking needs are
well taken care of; customers can access their accounts at over 500 networked branches
across the country.

So while customers take care of their business, ICICI Banks Roaming Current Account
simplifies banking for them.

Salary Accounts

Salary Account is a feature rich corporate payroll account with benefits for both corporates
and its employees.

The process of drawing cheques for salaries is replaced by sending a
single ASCII file to the bank and the amount is directly credited into the
employees salary account

Cuts down payroll processing workload

Salary Account can be opened with minimum 10 employees

Instant credit of salaries

ICICI Bank Salary Account is a benefit-rich payroll account for Employers and Employees.
As an organization, you can opt for our Salary Accounts to enable easy disbursements of
salaries and enjoy numerous other benefits too. With ICICI Bank Salary Accounts your
employees will enjoy the convenience of :

Having the largest network of ATMs at their command,


Free 24 hour Phone Banking,


Free Internet Banking.


All that the organization would require to do is to send ICICI Bank an advice (in form of a
cheque/debit instruction etc) for the total salary amount along with the salary details of
the designated employees in a soft and hard copy format and we will credit the respective


employees' accounts as per your statement of advice. ICICI Bank Salary Accounts benefits
you in more than one ways:-

Reduces paperwork.


Saves remittance costs.


Employees receive instant credit of salaries. More convenient than ECS. Besides all of the
above, employees automatically become ICICI Bank account holders with special benefits
and privileges of 8-8 banking, Investment advisory and much more...

Fixed deposits:


Fixed deposits are options which help you grow your money
thus creating wealth in a safer and secure way.

ICICI provides its customers with various kinds of Fixed
deposit facilities that are flexible and cater to customers who
have different needs and wants in their fixed deposits.

ICICI provides a Fixed Deposit that allows customers to deposit their money for just as long
as you wish.

Wide range of tenures 15 days to 10 years.

Choice of investment plan traditional and cumulative deposits.

Partial withdrawal allowed.

Loan facility available you can avail loan up to 90% of principal and accrued
interest.

Auto renewal facility you can choose this option so that the deposit can be
renewed on maturity.
Interest compounded quarterly.

Additional interest rate of 0.5% for senior citizens.

Recurring Deposits:

ICICI Bank Recurring Deposits are an ideal way to invest


small amounts of money every month and end up with a
large kitty on maturity. High recurring billing and
recurring

69


payments can be a drain on your finances and hence large investments may seem a plan
away.
Recurring deposits aims to encourage savings without putting any stress on customers
finances by making them to put a lump sum amount in fixed deposit in one go. The
recurring deposit also attracts high rate of return that are identical to the fixed deposit
rates and most importantly no TDS is applicable in it .the minimum balance of deposit is of
Rs.500 and thereafter in multiples of Rs.100 the minimum period is 6 months and
thereafter in multiples of 3 months, nomination facility is also available.
Security Deposits:

A few Corporates stipulate to their new employees to
provide Security Deposit to reduce attrition. ICICI Banks
proposal for the employee is to keep the Security Deposit in
the form of a Fixed Deposit (FD) with the Bank. The
employee cannot withdraw such FDs without the consent of
the company and the

company has the right to withdraw the FD in the event of employee leaving the
organization before a certain stipulated period.

ICICI Bank Tax-Saver Fixed Deposit

ICICI Banks Tax-Saver Fixed Deposit enables you to save tax and earn high returns. A
dual benefit option structured to maximize your advantage. ICICI Banks Tax Saver FD is
the perfect solution for your investment needs.
EEFC Account
Indian exports have surged over the last decade owing to an unprecedented boom in
sectors like software, biotechnology, gems, Jewellery, textiles etc. As a result of this, the
volume of inward remittances has also increased significantly. To shield the firms engaged
in regular export and import from the exchange rate fluctuations RBI has allowed parking
of foreign currency by exporters in an account designated as Exchange Earners Foreign
Currency Account (EEFC). EEFC accounts are Current Accounts held in foreign currency


with authorized dealers of foreign exchange in the country.


Resident Foreign Currency (Domestic) Account

Do you want to save money while buying foreign currency for travelling abroad? You can
buy travelers cheques, foreign currency in cash and foreign currency demand draft for
your expenses overseas. If you are a frequent traveler, you may not want to go through the
hassles of buying foreign currency every time you travel abroad.

The Reserve Bank of India has now made it easier for you to access foreign currency by
permitting a foreign currency account (domestic) for resident Indians. In line with RBI
guidelines, ICICI Bank has come up with a scheme that helps you get rid of all your Forex
worries. You can park your foreign currency in ICICI Bank under RFC (D) account. Non-
interest bearing Resident Foreign Currency (D) (RFC (D)) with ICICI Bank can be
maintained in four major currencies (USD, EURO, GBP and Japanese Yen)

PRIVILEGE BANKING:

Privilege banking service ensures preferential treatment to its customers.

Silver privilege A/c

Waiver of multi-city cheque book usage up to Rs. 1,00,000 per month.

Waiver of DD/PO charges for up to Rs.50,000 per day.

Preferential rates of gold coins, deposits locker &foreign exchange.

Quarterly average balance requirement of Rs.25000.

Gold privilege A/c

Priority processing at all ICICI Bank branches and customer care.

Free usage of payable -at-par cheque book.

Free international gold debit card with higher daily withdrawal and spend limit.

Waiver of DD/PO charges for up to Rs.100,000 per day.

Free anywhere banking facility.

Preferential rates for gold coins, deposit lockers and foreign exchange.

Quarterly Average Balance (QAB) requirement of Rs.50000.


Titanium privilege A/c

Branch relationship manager supported with phone banking relationship
manager.

Priority processing at ICICI Bank branches and customer care.

Free international titanium debit card with higher daily withdrawal and
spend limit.

Free anywhere banking facility.

Free usage of multi-city cheque book.

Free physical monthly account statement.

Complete waiver on DD/PO charges.

Preferential rates for gold coins, deposit lockers and foreign exchange.

Quarterly average balance (QAB) requirement of Rs.75000 and Total
Relationship Value (TRV)of Rs. 5,00,000.
Family banking:

Superior product benefits of privilege banking, wealth management
and global private client (GPC) available to all the members of your
family while the required minimum balance can be maintained in any
of the accounts.

Access to superior benefits for the entire family.

Flexibility to maintain balances across account.

Lower minimum balance requirement at individual customer level.

Single family bank convenience for the entire family and easier funds
management.

Outward Remittance:

Send money to your loved ones abroad

ICICI Bank offers you a simple way to send money outside India. Our Outward Remittance
facilities make remitting money abroad quick, and reliable. ICICI Banks Outward
Remittance is the solution for your all your needs. Be it money for education, gift money or
maintenance for loved ones or donation for a cause. Our extensive network gives us reach


to most parts of the world.


Advantage Deposit

Advantage Deposit is a combination of fixed deposit and mutual fund investment, offering
you the safety of a fixed deposit and the returns of an equity fund. Advantage Deposit
counters equity-market fluctuations through Systematic Investment Plans.

Combination of a Fixed Deposit (with monthly interest payout) and Systematic
Investment Plan (SIP) of a Mutual Fund.

Re-investment of monthly interest payout of Fixed Deposit into systematic
investment plan of Mutual Fund.

Automatic debits to account through Standing Instruction / ECS debit mandate.

New Pension System of Government of India

ICICI Bank with 49 branches is a Point of Presence (POP) for the NEW PENSION SYSTEM
launched on May 1, 2009 by the Government of India. The scheme, promoted by the PFRDA
(Pension Fund Regulatory and Development Authority, Government of India), is a first of its
kind in India and is being launched pan-India by 22 other POP's as well.

The purpose of this pension scheme is to promote security of income to its subscribers in
their old age. The scheme will empower a subscriber to plan his own retirement and
pension. It not only will help him save for life after retirement but also is a good investment
tool as the returns are market-driven. For optimum returns, the Government has appointed
six fund managers for subscribers to choose from.




















Various Loans offered by ICICI Bank

HOME LOAN

Interest rates on home loans have come down considerably in the
last few years. Individuals, who opted for housing loans in the
years gone by, are still servicing them at 17% to 21% per annum.
Quite a price to pay, since one can get a loan today for around 12%
per annum. In such a case, you can opt for a balance transfer.
Under this scheme, customers can replace their existing old high
interest loan by a

cheaper (equal to applicable current rates) loan. ICICI Home Finance will not only finance
the balance amount of outstanding loan but also your prepayment charges to the old
housing finance company.


The result:


A lower EMI with the same tenure .

A reduced tenure with the same EMI.

A reduced tenure and EMI .

The same EMI and tenure but an additional amount as a loan.

PERSONAL LOANS

ICICI Bank Personal Loans are easy to get and absolutely hassle
free. With minimum documentation you can now secure a loan for
an amount up to Rs. 15 Lakhs.

Loans for salaried & self employed individuals.
Loans are available from Rs. 20,000 to Rs. 15 Lakhs.


Repayment tenures from 12 - 60 months.
No Security, Collateral or Guarantors required.

Loans can be used for any purpose with no questions asked regarding the end use of
the loan.
A balance transfer facility available for those who want to retire any higher debt.
All loan repayments are done via equated monthly installments (EMI).

CAR LOAN



The NO. 1 financier for car loans in the country. Network of more
than 1500 channel partners in over 780 locations. Tie-ups with
all leading automobile manufacturers to ensure the best deals.
Flexible schemes & quick processing. Hassle-free application

process on the click of a mouse.


COMMERCIAL VEHICLE LOAN


Reaches you through more than 700 locations
across the country.
Range of products under one umbrella.

Funding of various products like HCVs, Buses,
MCVs, LCVs, 3 wheelers & used vehicle.

Range of services on existing loans & extended products like funding of new
vehicles, refinance on used vehicles, balance transfer on high cost loans, top up on
existing loans, Extend product, working capital loans & other banking products..
Preferred financier status with most of the leading manufacturers.

Simple documentation.

Quick turnaround time.

Flexible financing solutions to meet the individual requirement.
TWO WHEELER LOANS:






"Zoom" away in your favourite two wheeler. ICICI provides attractive schemes at
competitive interest rates.

Finance facility available for all two wheelers ranging from mopeds to motor bikes.

Now avail Finance upto 90%* of the On Road Cost of the vehicle, repayable in
convenient tenure options ranging from 6 months to 36 months*.
Ride Easy Pay Easy with ICICI Bank Two Wheeler Loans.

In an unlikely case of your not meeting our norms NO PROBLEM - you can still avail
our loan, any blood relative can be your co-applicant.
Existing ICICI Bank Customers ride away on your favourite Two Wheeler by availing
Loan On Phone*-- a facility to get an instant loan over the phone!! Apply for loan
online, call or through sms.

FARM EQUIPMENT LOANS:

ICICI is the preferred financier for almost all leading
tractor manufacturers in the country.
ICICI finances farm equipments in over 381 locations
spread across the country.
Provides fast processing of files with easy documentation.

Flexible repayment options in tandem with the
farmer's
seasonal liquidity.

Monthly, Quarterly and Half-yearly repayment patterns to choose from. Comfortable
repayment tenures from 1 year to 6 years.

CONSTRUCTION EQUIPMENT LOAN

Having funded infrastructure for over 4 decades, ICICI understands
the need of the customers better. ICICI Bank offers attractive
financial packages through their excellent distribution network. The
products are customized for new entrepreneur to large business
houses. ICICI has

tie-up with leading construction equipment manufacturers for wide range of products. The


Bank take over existing high cost loans at competitive terms resulting in huge savings and
is quick in processing due to easy formalities and one time sanction of loans for
disbursement over a period of time.

76



OFFICE EQUIPMENT LOAN:

Minimum documentation required.

Doorstep Service.

Competitive Interest rates.

Flexible repayment structure.

Hassle-free application process with the click of a mouse.

Details on your application status online.


MEDICAL EQUIPMENT LOAN:

Professional doctors are aware of the distinct advantages that the latest medical
equipment can give their patients. ICICI Bank Medical Equipment Loans supports
professionals in their effort to give the best to their patients. It's our humble way of
being involved in a noble profession.

Loans are offered for:

Purchase of New equipments.

Takeover of Existing loans.

Our Key features are:

Doorstep Service.

Funding in more than 150 locations across the country.

The bank provides Competitive interest rates.

ICICI also offers flexible repayment structure.


LOAN AGAINST SECURITIES
Loans against Securities enables customers to obtain loans against their securities. So they
get instant liquidity without having to sell their securities.

All customers have to do is pledge your securities in favour of ICICI Bank The Bank will
then grant them an overdraft facility upto a value determined on the basis of the securities
pledged by them. A current account will be opened and customer can withdraw money as
and when they require. Interest will be charged only on the amount withdrawn and for the
time span utilised.


ICICI offer loans against:

Demat Shares

RBI Relief Bonds

Mutual Funds Units

India Millennium Deposits (IMDs)

ICICI Bank Bonds

Life Insurance Policies (Single Premium
CREDIT CARDS:

ICICI Bank Credit Cards give you the facility of cash, convenience and a range of
benefits, anywhere in the world. These benefits range from life time free cards, Insurance
benefits, global emergency assistance

service, discounts, utility payments, travel discounts and much
more.

DEBIT CARDS:

The ICICI Bank Debit Card is a revolutionary form of cash that
allows customers to access their bank account around the clock,
around the world. The ICICI Bank Debit Card can be used for
shopping at more than 100,000 merchants in India and 13
million

merchants worldwide.


TRAVEL CARD:

Presenting ICICI Bank Travel Card. The Hassle Free way to Travel
the world. Traveling with US Dollar, Euro, Pound Sterling or Swiss
Francs; Looking for security and convenience; take ICICI Bank
Travel Card. Issued in duplicate. Offers the Pin based security. Has
the convenience of usage of Credit or Debit card.


PRE PAID CARDS:




ICICI Bank brings to you a complete bouquet of pre-paid cards providing payment solutions
at your fingertips. ICICI Bank pre-paid cards are a safe &convenient way for associate
payments, disbursements, gifting & small ticket transactions. Pre-paid cards are available
on a VISA platform thus providing accessibility to over one lakh merchant establishments &
cash withdrawal from all VISA ATMs in India.


INVESTMENTS

ICICI Bank cares about all
needs. Along with Deposit
products and Loan offerings,
ICICI Bank assists people to

manage their finances by providing various investment options ranging from ICICI
Bank Tax Saving Bonds to Equity Investments through Initial Public Offers and
Investment in Pure Gold. ICICI Bank facilitates following investment products:

ICICI Bank Tax Saving Bonds

Government of India Bonds

Investment in Mutual Funds

Initial Public Offers by Corporate

Investment in "Pure Gold"

Foreign Exchange Services

Senior Citizens Savings Scheme, 2004


Customers can invest in above products through any of ICICI bank branches. For select
products ICICI Bank also provides the ease of investing through electronic channels like
ATMs and Internet (ICICIdirect.com)

ICICI BANK BONDS

All ICICI Bank Bonds have been rated "AAA" by CARE and "LAAA" by ICRA
indicating the highest degree of safety for your money.
Investment in ICICI Bank Bonds are eligible for tax rebate under Sec 88 to the
full extent possible. Bonds are listed on BSE, NSE





GOI BONDS

8% Savings Bonds (Taxable),
2003. Low risk.

Reasonable investment
tenure. Nomination facility
available.

Cannot be traded in secondary
market. Interest income taxable.

Mutual Funds

Mutual Funds pool money of various investors to purchase a wide variety of securities
while pursuing a specific goal. Selection of Securities for the purpose is done by
specialists from the field. Returns generated are distributed to the Investors.

Mutual Fund Companies offer various schemes. Investors can choose any particular
Fund/Scheme or mix of Funds/Schemes depending upon their perception towards risk.
Investment is done on the basis of prevailing Net Asset Values of various schemes. Mutual
Funds Investments are subject to Market Risks.

Types of Funds Sold

ICICI Bank helps investor determine which types of funds you need to meet your
investment goals. This may include the following types of funds:

Debt: Liquid schemes, Income schemes, G-sec schemes, Monthly Income Schemes
etc. Equity: Diversified Equity Schemes, Sector Schemes, Index Schemes etc.

Hybrid Funds: Balanced Schemes, Special Schemes - Pension Schemes, Child education
Schemes etc.

ICICI Bank helps investors identify an appropriate mix of Mutual Fund schemes for
their portfolio using asset allocation strategies.



Through ICICI Bank investor can invest in various schemes of multiple mutual funds with
decent performance record. investor can take the aid of ICICI Banks various research
reports on

mutual funds and their schemes before choosing a scheme for investment. ICICI Bank offers
investment in Mutual Funds through Multiple Channels. With ICICI Bank, investor can
invest in Mutual Funds through following channels.

ICICI Bank Branches

ICICI Bank ATMS

ICICIdirect.com




And provide a dedicated workforce to serve clients.


Before being deputed, our officers complete a comprehensive training program and,
once deputed, they receive thorough instructions in financial planning skills and
techniques

Throughout their careers officers also attend programs to update their skills. All
officers in charge of Mutual Funds are certified professionals by AMFI (Association
of Mutual Funds in India)

Many of these officers also hold professional degrees like - MBA, CA, ICWA, and CFA
etc.

ICICI keeps the investors updated on the latest happenings in the Mutual Fund industry and
the various financial markets through regular electronic updates (daily & weekly) through
Emails. ICICI also send out a monthly magazine on investments to their customers.

Initial public offerings (IPO)

Investor can invest in IPOs online through www.icicidirect.com with same convenience of
investing in equities - hassle-free and with zero paper work. Also, get in-depth analyses of
new IPOs issues (Initial Public Offerings) which are about to hit the market. IPO calendar,
recent IPO listings, prospectus/offer documents and live prices will help you keep on top of


the IPO markets.

ICICI Bank Pure Gold

Gold has been traditionally the most favored form of investment for Indians. In fact, IndIA
even today is amongst the highest consumers of Gold in the world. However, the Gold market
remains largely unorganized with reliability and convenience remaining the key issues for gold
buyers in the country. ICICI Bank with its `Pure Gold' offer attempts to bridge the gap between
the need of the customers for buying gold and availability of an organized avenue to satisfy
that need, by taking care of the two key components:-
Reliability and Convenience




CHAPTER 3





























































3.1 INTRODUCTION OF CUSTOMER SATISFACTION

Customer satisfaction refers to the extent to which customers are happy with the products and
services provided by a business.

Customer satisfaction levels can be measured using survey techniques and questionnaires


DEFINITIONS:

Definition 1: Customer satisfaction is equivalent to making sure that product and service
performance meets customer expectations.

Definition 2: Customer satisfaction is the perception of the customer that the outcome of a
business transaction is equal to or greater than his/her expectation.

Definition 3: Customer satisfaction occurs when acquisition of products and/or services
provides a minimum negative departure from expectations when compared with other
acquisitions.

Gaining high levels of customer satisfaction is very important to a business because
satisfaction customers are most likely to be loyal and to make repeat orders and to use a wide
range of services offered by a business

There are many factors which lead in high levels of customer satisfaction including.

Products and services which are customer focused and hence provide high levels of value for
money.

What is clear about customer satisfaction is that customers are most likely to appreciate
the goods and services that they buy if they are made to feel special. This occurs when they feel
that the products and services that they buy have been specially produced for them or for
people like them.




BENEFITS OF CUSTOMER SATISFACTION


The importance of customer satisfaction and support is increasingly becoming a vital
business issue as organization realize the benefits of Customer Relationship Management
(CRM) for providing effective customer service. Professionals working within customer-focused
business or those running call centers or help desks, need to keep informed about the latest
customer satisfaction techniques for running a valuable customer service function. From small
customer service departments to large call centers, the importance of developing a valued
relationship with customers using CRM is essential to support customer and long-term business
growth.

What Do Customers Want?

Before we begin to create tools to measure the level of satisfaction, it is important to develop a
clear understanding of what exactly the customer wants. We need to know what our customers
expect from the products and services we provide.

Customer expectations have two types

Expressed
Implied


Expressed Customer Expectations are those requirements that are written down n the contract
and agreed upon by both parties for example, product specifications and delivery requirements.
Suppliers performance against these requirements is most of the items directly measurable.

Implied Customer Expectations are not written or spoken but are the ones the customer would
expect the supplier to meet nevertheless. For example, a customer would expect the service
representative who calls on him to be knowledgeable and competent to solve a problem on the
spot.

There are many reasons why customer expectations are likely to change overtime. Process
improvements, advent of new technology, changes in customers priorities, improved quality of
service provided by competitors are just a few examples.







The customer is always right. Suppliers job is to provide the customer what he/she wants, when
he/she wants it. Customer satisfaction is customers perception that a supplier has met or
exceeded their expectations.










WHAT CONSTITUTES SATISFACTION?

We cannot create customer satisfaction just by meeting customers requirements fully
because these have to be met in any case. However failing short is certain to create
dissatisfaction

Major Attributes of customer satisfaction in banking industry can be summarized as:


Product quality
Premium Outflow

Return on
Investment Services

Responsiveness and ability to resolve complaints and reject reports.
Overall communication, accessibility and attitude.


WHAT ARE THE TOOLS?

Customer expectations can be identified using various methods such as:

Periodic contract
reviews Market research

Telephonic interviews
Personal visits

Warranty records

Informal discussions
Satisfaction surveys






Depending upon the customer base and available resources, we can choose a method that
is most effective in measuring the customers perceptions. The purpose of the exercise is to
identify priorities for improvements. We must develop a method or combination of methods that
helps to continually improve service.


CUSTOMER SATISFACTION SURVEYS

Formal survey has emerged as by far the best method of periodically the customer
satisfaction. The survey are not marketing tools but an informationgaining tool. Enough
homework needs to be before embarking on the actual survey. This includes:

Defining Objectives of the Survey
Design Survey approach

Develop questionnaires and forms

Administer Survey (Email, Telephone or Post)

Method of compiling data and analyzing the
findings Format of the report to present the findings


There is no point in asking irrelevant questions on a customer satisfaction questionnaire.
The basic purpose is to find out what we are doing right or wrong. Where is the scope for
improvement, where do we stand vis--vis other suppliers. How we can serve the customer
better?

A customer satisfaction measurement survey should at least identify the following
objectives:
Importance to customers (Customers priorities)
Customers perception of suppliers performance
Your performance relative to customers priorities.
Priorities for improvement

Survey forms should be easy to fill out with minimum amount of time and efforts on
customers part. They should be designed to actively encourage the customer to complete the
questions. Yet they must provide accurate data should also be sufficiently reliable for
management decision making. This can be achieved by incorporating objective type questions



where customer has to rate on scale of say 1 to 10. For repeated surveys, you could provide
the rating that was previously accorded by the customer. This works like a reference point for
the customer.

Space should always be provided for the customers own opinions this enables them to
state any additional requirements or report any shortcomings that are not covered by the
objective questions.

Normally, we deal various personnel at various levels in the customers organization
the buyer, user, receiving inspector, finance and purchase person etc. surveying a number of
respondents for each customer gives a complete perspective of customer satisfaction. It may be
necessary to device a different questionnaire for each of them.

Respondents must be provided a way to express the importance they attach to various
survey parameters. Respondents should be asked to give a weighting factor, again on a rating
scale of say, 1 to 10, for each requirement. This gives a better indication of relative importance
of each parameter towards overall customer satisfaction and makes it easier for suppliers to
prioritize their action plans by comparing the performance rating (scores) with importance rating
(weighing).




3.2 Objective of Customer Satisfaction Survey


The following are all compelling reasons to survey your customers:


Demonstrate commitment to listening to customers.

Enhance profits.

Gain feedback from customers about products, services, and/or support, outside of what
customers provide the sales force.

Improve customer satisfaction and retention.

Improve quality of service.

Increase market share.

Increase repeat business.




Customer loyalty

Effective communication

Spotting trends

Learn where the company stands in comparison with competitors.

Measure and compensate the sales organization.

Obtain information on product developments, priorities, and requirements.

Obtain input on new products or services.

Provide a way for unhappy customers to vent.

Target resources on issues of concern to customers.








Measuring customer satisfaction

Organizations need into retain 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.

Customer satisfaction is measured at the individual level, but it is almost always reported at an
aggregate level. It can be, and often is, measured along various dimensions. A hotel, for
example, might ask customers to rate their experience with its front desk and check-in service,
with the room, with the amenities in the room, with the restaurants, and so on. Additionally, in a
holistic sense, the hotel might ask about overall satisfaction with your stay

As research on consumption experiences grows, evidence suggests that consumers purchase
goods and services for a combination of two types of benefits: hedonic and utilitarian. Hedonic
benefits are associated with the sensory and experiential attributes of the product. Utilitarian
benefits of a product are associated

Customer satisfaction is the overall impression of customer about the supplier and the products
and services delivered by the supplier.

Factors that could affect customer satisfaction:

Department wise capability of the supplier.



Technological and engineering or re-engineering aspects of products and services.




Customer service provided by the supplier.
Complaint management.
Cost, quality, performance and efficiency of the product.
Suppliers personal facets like etiquettes and friendliness.
Suppliers ability to manage whole customer life cycle.

Compatible and hassle free functions and operations.


How to develop and improve Customer Satisfaction

Over the last few decades companies have increasingly begun to realize the importance of
customer satisfaction. Where trading environments have become saturated and customers
increasingly hard to come by, customer retention has become imperative. Business has
concluded that customer satisfaction can therefore deliver financial benefit providing stability
and a platform for growth, the alternative is a dissatisfied customer who seldom expresses their
complaints they simply buy elsewhere.

Customer Satisfaction can be analyzed, measured and improved, the tools and methods
required to build and improve it are wide and varied, however there is consensus over the
basics of a toolkit of processes and polices that business can exploit as they aim to build
customer satisfaction.

1/ Assess the customers needs


Aligning product and service offerings with customer needs can only be achieved when
sufficient knowledge of customer requirements has been captured. Accurately understanding
the customers needs is the most important step towards achieving customer satisfaction.

Its worth pointing out that needs are often comprised of a mixture of both product and service
offerings for example supermarket customers may be influenced over price and availability
of products whilst also being influenced by how long they have to queue at the checkout.





There are a variety of methods for assessing customer needs from modeling and statistical
techniques to more standard assessment methods such as observing and questioning current
and prospective customers. Assessment often takes the form of market analysis, buying trends
and behaviors and determining factors that influence the customer.

Needs assessment is an ongoing process and has various guises from questionnaires to
workshops to complaints management. Fundamentally the customer is best placed to convey
their needs and businesses should incorporate an appropriate strategy to track these.







2/ Ownership by Senior Management and involvement of the whole organization


Once the customers needs have been captured they should be championed by the whole
organization. To succeed customer satisfaction should be incorporated as a corporate strategy
which should be supported from the senior management downwards. For the strategy to
succeed the voice of the customer needs to reach those at the very top of the organization and
the VP or Management Director must champion the customers requirements and ensure that
the business is shaped and resourced to deliver.

However, it doesnt just stop with senior management, the whole organization needs to
understand the requirements of their customers and the role they have to play in satisfying
them. Involvement will usually mean more than a crudely drawn up corporate values such as
partnership or customer focused but staff will be tuned to requirements, be involved in their
delivery and be acutely aware of the impact on service levels. The whole business, including
those in senior positions should be able to talk fluently and accurately regarding the levels of
satisfaction within its customer base together with engaging and participating in improvement
programs.

A tuned organization will target staff development to support a customer orientated
strategy. Many organizations also link financial rewards with customer satisfaction
performance while this can be fruitful, businesses should ensure that incentives need
to be placed correctly to deliver appropriate results.



CHAPTER 4















































































































CONSUMER RESEARCH IN DIFFERENT DISCIPLINES


A considerable body of literature exists on consumption, consumer behaviour and consumer
decision making process.

Most of the consumer research focused on adopter categories, habits, attitudes and intentions
rather that on actually measuring the satisfaction level with the service.





CONSUMER SATISFACTION PROCESS


The paramount goal of marketing is to understand the customer and to influence buying
behaviour.

The process can be depicted as follows:-


Need recognition- realization of the difference between the desired and the current
situation that serves as a trigger for entire process.

Search for information.

Pre purchase alternative evaluation.

Consumption(utilization of the procured option)
Post purchase alternative re-evaluation.

Divestment(disposal of the unconsumed product and its remnants)



COMPANYS EFFORT TO ENSURE SATISFACTION OF CUSTOMERS:


Objectives of ICICI

Promote good and fair banking practices by setting minimum standards in
dealing with you

Increase transparency so that you can have a better understanding of what you
can reasonably expect of the services;

Encourage market forces, through competition, to achieve higher operating
standards;

Promote a fair and cordial relationship between you and your bank;

Foster confidence in the banking system




To Help You To Understand How Our Financial Products And Services Work By:



93


Giving you information about them in any one or more of the following languages: Hindi,
English or the appropriate local language.

Ensuring that our advertising and promotional literature is clear and not misleading

Ensuring that you are given clear information about our products and services, the terms
and conditions and the interest rates/service charges, which apply to them.

Giving you information on what are the benefits to you, how you can avail of the benefits,
what are their financial implications and whom you can contact for addressing you
queries.



To Help You Use Your Account Or Service By:

Providing you regular appropriate updates.

Keeping you informed about changes in the interest rates, charges or terms and
conditions.

Information

You can get information on interest rates, common fees and charges through any one of the
following:

Looking at the notices in our branches ;

Phoning our branches or help-lines;

Looking on our website;

Asking our designated staff/help desk ;or

Referring to the service guide/Tariff Schedule.

Before You Become a Customer we will:

give you clear information explaining the key features of the services and products you
tell us you are interested in;

94


give you information on any type of products and services which we offer and that may
suit your needs;

tell you if we offer products and services in more than one way [for example, through

ATMs, on the Internet, over the phone, in branches and so on] and tell you how to find
out more about them;

tell you what information we need from you to prove your identity and address, for us to
comply with legal, regulatory and internal policy requirements

Advertising, Marketing and Sales

We will make sure that all advertising and promotional material is clear, and not
misleading.

In any advertising in any media and promotional literature that draws attention to
banking service or product and includes a reference to an interest rate, we will also
indicate whether other fees and charges will apply and that full details of the relevant
terms and conditions are available on request.

If we avail of the services of third parties for providing support services, we will require
that such third parties handle your personal information (if any available to such third
parties) with the same degree of confidentiality and security as we would.

We may, from time to time, communicate to you various features of our products availed
by you. Information about our other products or promotional offers in respect of our
products/services, will be conveyed to you only if you have given your consent to receive
such information/ service either by mail or by registering for the same on our website or
on our phone banking/customer service number.

We have prescribed a code of conduct for our Direct Selling Agencies (DSAs) whose
services we may avail to market our products/ services which amongst other matters
requires them to identify themselves when they approach you for selling our products
personally or through phone.


95


In the event of receipt of any complaint from you that our representative/courier or DSA
has engaged in any improper conduct or acted in violation of this Code, we shall take
appropriate steps to investigate and to handle the complaint and to make good the loss.

















































CHAPTER 5
































































RESEARCH METHODOLOGY


INTRODUCTION



Research in common parlance refers to a search for knowledge. One can also define
research as a scientific and systematic search for pertinent information on a specific
topic. In fact, research is an art of scientific investigation. Research is a systematized
effort to gain new knowledge

Research is an original contribution to the existing knowledge for its advancement. It is
the pursuit of truth with the help of study, observation, comparison and experiment. In
short knowledge through objective and systematic method of finding solution to a
problem is research. Research refers to the systematic method consisting of
enunciating the problem, formulating the hypothesis, collection of the facts.

Title of the Study

A Study on Customer Satisfaction In Indian Retail Banking With Special
Reference Of ICICI Bank

Objective of the Study

Each research study has its own specific purpose. It is like to discover to Question
through the application of scientific procedure. But the main aim of our research to find
out the truth that is hidden and which has not been discovered as yet. My research
study has following objectives:

To Measure The Level of Satisfaction of Retail Banking Customers.

To identify the factors which affect the customer satisfaction level in retail banks.


To study about the competitive position of ICICI Bank in Competitive Market.

To Study the customers attitude towards the financial products of the ICICI Bank.
To Study the customers opinion towards the services provided by the ICICI Bank.
To study about the effectiveness & efficiency of ICICI Bank in relation to its

competitors.

To study about whether people are satisfied with ICICI Bank Services &
Management System or not.





Type of Research:-


Descriptive Research: Descriptive research includes fact finding enquiries of different
kinds. The major purpose of descriptive research is description of the state of affairs as
it exists at present. Researcher has no control over the variables of this type of
research. The methodology of the study is based on primary &secondary data.



Data Collection:

Primary Data: Data is collected primarily through personal contact, meeting, interview
and questionnaire with the concerned authority of the ICICI Bank and respondents.
Secondary Data:

Secondary data was collected by gathering information from concerned personnel at
these firms and the rest was collected from the various journals and websites.

Sample Size & Method Of Selecting Sample:-

The sampling method so as to obtain a representative sample is the Non-probability
sampling methods. Under Non-probability sampling, the question addressed the basic
questions relating to the level of satisfaction with in customers.
A random sample of 25 people was taken. I selected the respondents to the survey on
the basis of judgment sampling with convenience taken into account.









Scope of the study:-

The study is specific only to retail banking in India.

Understand different facilities provided by the bank to the customers.

To do the careful study of steps which bank takes to attract the customers.



To study how bank are working for the development of the population and the
economy.

The study is also useful to the bank to formulate a systematic structure for
providing facilities to the customers.

It informs customers about banks progressive attitude towards customers.

Understand the overall performance and progress of the bank.

The study also relates To Customer Satisfaction and Its Related Factors. The
factors studied are:

Service provided by the bank.

The Image or Personality of the Bank.

Convenience Provided To The Customers.
Pricing policies of the bank.

Maintenance Of Relationship With The Customers




Limitations of the Study:-

The overall data collected through one branch of the bank that is Vidhyadhar
Nagar Branch Jaipur. Therefore it makes some limitations to collect the data and
analyze.

A customers satisfaction towards the Branch is considered for study, hence the
structure; other concepts of the banks are excluded for the detail study.

The study is on the information collected from bank, during very short period of
the case study work. So only limited data is collected and no detailed study about case
is carried out.

The study considered only the customers satisfaction, so other concepts of the
banks are excluded.


CHAPTER 6

10
0






























































FINDINGS

10




From the details of the study, we can enumerate the observation of the project report i. e.
customers satisfaction towards the ICICI Bank, Jaipur in the form of finding as below.

1. It was found from the study that bank believes in quality service rather than quantity of
service.

2. The officials employed are very much enthusiastic about their job.

3. The officials try to make best relation with the customers.

4. There is separate counter for NRI services.

5. The registers and files are maintained on a daily basis.

6. The registers are maintained in a well organized manner.

7. The marketing strategy of the bank is very attractive.

8. The bank always tries to attract customers with innovative offers.

9. Both the bank investment deposit ratio is on the declining trend
10. Both the banks has shown better utilization of cash portfolio

11. ICICI bank Interest expenses to interest earned remains the same Over 2 Years whereas
SBI shows reduction.

12. Other Income ratio remains fluctuation in both the banks.

























10




CHAPTER 7






























































Data Analysis & Interpretation




Chart-1 Customer have Account with ICICI Bank











20%
5%
25%



CURRENT




SAVING



LOAN




50%

OTHERS

























As the above graph shows that most of the customers i.e. 50% having saving
account in ICICI Bank & 25% customers having current account, 20% loan
account & 5% having other account in ICICI bank.












10


Chart-2 Attributes compelled by the customers to open saving account in
any bank
































As with above analysis, it is found that 37% customers give more preference to ATM
facilities provided by bank at the time of opening a saving account in a bank and rest of
the 63% customers give preference to working hours, Cheque book, Internet banking &
value added services.















10


Chart-3 Customers having Bank Account With ICICI Bank From how many
years



Customer Having Bank A/C

80


70

70




60



50



40

Customer Having Bank A/C

30



20

20




10

10




0


0-1 1-5 YEARS 5-10 YEARS














As with above analysis, it is found that most of the customers having bank account in
ICICI bank since last 1 to 5 years.





















10


Chart-4 Reason for preference of ICICI Bank








Quick transction

More support to customer




Quality and services








50%
30%
20%






















As with above analysis, it is found that most of the customers prefer the ICICI bank
because of its better quality & services and 30% customer prefer for quick transaction
and 20% customers prefer for more support to customers.













10


Chart-5 Medium for customer awareness about the services provided by
ICICI Bank






























The above chart shows that 36% customers know about the services provided by the
bank through advertisement and 29% customers through friends & relatives, 21%
customers through selling agent and 14% customers through other sources.




















10
8


Chart-6 Thinking of the people about the Banks


































The above chart shows that most of the customers think bank as a security providing
organization and 33% customers think as a saving option, 11% customers think as
imposition of a burden of expenses and 7% customers think others.




















10





Chart-7 Suitability of processing of loan for the customers










70



60


60

50



40

Customer Using Services

30



30

Offered by Their Bank
20



10



10

0


YES NO CAN NOT SAY














IF NO>..WHY?

(1) TAKING LONGER TIME PERIOD

(2) DOCMENTATION COMPLEXITY

(3) VERIFICTION




With the above analysis, it is found that 60% customers feel suitability with the
processing of loan and 30% customers feel unsuitability & 10% cant say about this.







11





Chart-8 Opinion of the customers about the processing charges of loan










HIGH LOW
30% 20%



MEDIUM
50%


















The above chart shows that 50% customers says that processing charges of loan are
medium and 30% customers says that processing charges of loan are high & 20%
customers says low.















11





Chart-9 Type of loan Preferred by the customers of ICICI Bank








HOUSING LOAN

PERSONAL

CAR LOAN

EDUCATION



8%
20%

2%
70%



















The above chart shows that 70% customers prefer housing loan and 20% customers
prefer car loan, 8% customers prefer education loan and 2% customers prefer personal
loan.
















11






Chart-10 Customers Opinion about the interest rate charged on loan by the
ICICI bank








HIGH LOW
30% 30%




AVERAGE
40%















The above chart shows that 40% customers say that interest rate charged on loan by
ICICI bank is average and 30% customers say high, 30% customers say low with
compare to another banks.

















11






Chart-11 Internet banking Services availed by the customers of ICICI Bank









80


70



70

60



50



40



30



30

20




10




0

YES NO














As with above analysis, it is found that most of the customers doesnt use internet
banking services due to lack of awareness, connectivity problems & more complexity
and only 30% customers using internet banking services of ICICI bank.


















11






(IN CASE OF NO)

Chart-12 Reasons for not using Internet banking Service by the customers




Services

LACK OF AWARENESS
CONNECTIVITY PROBLEM
MORE COMPLEX
25%
40%



35%














As with above analysis, it is found that those customers who doesnt use internet
banking services most of them doesnt know about internet banking services and 35%
doesnt use due to connectivity problem & 25% customers doesnt use internet banking
services due to more complexity.

















11






Chart-13 Customer opinion towards the financial services provided by the
ICICI Bank





EXCELLANT VERY GOOD GOOD AVERAGE

10%
20%


40%



30%


















The above chart shows that 40% customers give good to the financial services provided
by the ICICI bank and 30% customers give very good, 20% customers give excellent &
10% customers give average to the financial services provided by the ICICI bank.
















11










Chart-14 Level of Customer satisfaction towards the services provided by ICICI
Bank





























As with above analysis, it is found that 34% customers are satisfied with the services
provided by the ICICI bank and 12% customers are extremely satisfied, 20%
customers at moderate level, 20% customers are dissatisfied and 8% customers are
extremely dissatisfied with the services provided by the ICICI bank.












11






CHAPTER 8























































11


SWOT ANALYSIS


STRENGTHS































All the branches are interconnected which give the unique facility of anywhere
banking.
Branches of ICICI Bank are well equipped with advanced technology to provide the
customers with taster banking services

All operations of the bank are carried on with the help of computers thus
transaction are carried with greater efficiency.

ATM +Debit card facility.

High number of executives which make the work of customers very convenient.

The withdrawal limit provided by the bank is 40000 per day through ATM &
100000 through cheque per day.

Maximum customer base in Jaipur as compared to any of the bank.



11
9










WEAKNESS





































Less awareness among general masses about the different services provided
by the bank.

High bank service charges.

Peoples faith in private banks is still not very high.

Provide less credit period.

Minimum balance level of all the accounts are very high.









OPPORTUNITIES

































Peoples dissatisfaction towards nationalized banks in terms of services has
turned to be blessing for private banks.

Among the private players ICICI bank have the excellent brand image.

There lies a great scope in Forex department which is unutilized to a greater
extent can yield much better results by which the bank can increase its volume.

Special services can be provided to women as the womens role is becoming
prominent.

The trust of people is increasing on the banks rather than going for financial
institution.

There is vast untapped opportunity which lies for every bank in the rural area.

Recruit professionally qualified students






12
3




THREATS





































Reorganization of PSUs. All the PSUs have started to redefine their services to
attract customers attention.

A few foreign banks have been permitted to increase their number branches and
its entry has taken away some business of the existing banks.

Stringent norms by RBI in any time in future can be a threat to private banks as
their activities can be adversely affected.

Stiff Competition

No proper facility for uneducated customers






12
4




CHAPTER 9

























































12


Conclusion


Thus, 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 (Annual report, 2010 11). E-
banking has become a necessary survival weapon and is fundamentally changing the banking
industry worldwide. Today, the click of the mouse offers customers banking services at a much
lower cost and also empowers them with unprecedented freedom in choosing vendors for their
financial service needs. No country today has a choice- whether to implement E-banking or not
given the global and competitive nature of the economy. ICICI have top grade and constantly
think of new innovative customized packages and services to remain competitive. The invasion
of banking by technology has created an information age and commoditization of banking
services. ICICI have come to realize that survival in the new e-economy depends on delivering
some or all of their banking services on the Internet while continuing to support their traditional
infrastructure. The rise of E-banking is redefining business relationships and the most
successful banks will be those that can truly strengthen their relationship with their customers.
Without any doubt, the international scope of E-banking provides new growth perspectives and
Internet business is a catalyst for new technologies and new business processes.


























12


CHAPTER 10



























































12


SUGGESTIONS


1. The company should adopt best marketing strategy to expansion the market.

2. To increases its branches.

3. To increases more activity rather than banking system.

4. To make good relationship with its customer.

5. To make effort for increasing the awareness about the internet banking among the customers

6. To reduces the interest rate of loan process.

7. To reduces the minimum amount of maintaining the account.
















































CHAPTER 11



























































12


Confidential Questionnaire

Dear SIR/MADAM, I am conducting survey on ICICI. I shall be very thankful to give your
few minutes to me for answering my few questions below.

NAME AGE

MARITAL STATUS OCCUPATION.

EDUCATIONAL QUALIFICATION.



1. What type of account do you have in ICICI Bank?

(a) Current (b) Saving (c)Loan (d)Others


2. Which of the following attributes compelled you to most open saving account in any bank?

(a) ATM (b) Cheque book (c) Internet Banking (d) Working hours (e) value added services


3. For the past how many years you have account with ICICI bank?

(a) Less than 1 year (b) 1-5 years (c) More than 5 years



4. Why do you prefer ICICI bank?

(a) Quality and services (b) Quick transaction (C)Support to customer

5. How would you know about the services provided by the ICICI Bank?

(a) Through selling agent (b) Through friends & relatives (c) Through advertisement (d) Others

6. What the Peoples think about the banks?

(a) Security (b) Saving (c) Imposition of a burden of expenses (d) Others

7. The process of loan is suitable to you?

(a) Yes (b) No




If no .Why

13



(a) Taking longer period of time

(b) Documentation Complexity

(c) Verification

8. What is your opinion about the processing charges of loan?

(a) Low (b) Medium (c) High

9. Which kind of loan do you prefer?

(a) Housing loan (b) Personal loan (c) Car loan (d) Education loan

10. What is your opinion about the interest rate charged on loan by the ICICI bank?

(a) Low (b) Medium (c) High
11. Do you avail internet banking?
(a) Yes (b) No
12. In case of no, Why are you not using internet banking
(a) Lack of awareness (b) Connectivity problem (c) More complex for use
13. What do you feel about overall services of ICICI bank?
(a) Excellent (b) Very good (c) Good (d) Average


14. Would you like any recommendation to ICICI Bank?

..















13


CHAPTER 11



























































13


BIBLIOGRAPHY

BOOKS:

Kothari C. R.: Research Methodology=methods and techniques.

Kotler Phillip: Marketing Management Eleventh revised edition, 2008..
Khan, M Y , Financial services, Tata McGraw-Hill, New Delhi 2010.

Khan, M Y ,Indian Financial system, Tata McGraw-Hill, New Delhi 2010




WEBLIOGRAPHY


Http://www.icicibank.com


http://finance.indiamart.com/investment_in_india/banking_in_india.html


http://finance.indiamart.com/investment_in_india/nationalisation_banks.html


http://en.wikipedia.org/wiki/banking_in_india


http://en.wikipedia.org/wiki/bank


http://moneycentral.msn.com/banking/services/home.asp


Http://catalogs.indiamart.com/services/banking-services.html




NEWS PAPAERS


Times of India
Economic Times
Business today