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Customer attitude towards Financial service provided by Icici bank
Contents
Sl no. 1 2 3 4 5 CHAPTERS INTRODUCTION ICICI GROUP PROFILE BANK PROFILE PRODUCT PROFILE SURVEY ANALYSIS & INTERPRETATION 6 FINDINGS, SUGGESTIONS & CONCLUSION 7 ANNEXURE QUESTIONNAIRE BIBLIOGRAPHY 98101
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1-8 9-18 19-43 44-84 85-97
Sheshadripuram College Bangalore
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Chapter -1
INTRODUCTION
Indian Banking Industry The Reserve Bank of India main functions Objective of study Scope of study Research methodology Limitations of the study Chapter scheme
INTRODUCTION:
Indian Banking Industry:
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Banking in India has its origin as early as the Vedic period. It is believed that the transition from money lending to banking must have occurred even before Manu, the great Hindu juries, why has devoted a section of his work to deposits and advances and laid down rules relating to rates of interest. During the mogul period, the indigenous bankers played a very important role in lending money and financing foreign trade and commerce. During the days of the East Indian Company, it was the turn of two agency house to carry on the banking business. The general bank of India was the first joint stock Bank to be established in year 1786. The others which followed were the bank of Hindustan and the Bengal Bank. The bank of Hindustan is reported to have continued till 1906 while the other two in established three banks: the bank of Bengal in 1809, the bank of Bombay in 1840, and the bank of Madras in 1843. These three banks also known as presidency banks were independent units and functioned well. These three banks were amalgamated in 1920 and new bank, the Imperial Bank of India was established on 27th January 1927, with the passing of the State Bank of India act in 1955 the undertaking of the imperial bank of India was taken over by the newly constituted state bank of India. The Reserve Bank which is the central bank was created in 1935 by passing Reserve Bank of Indian act 1934 in the wake of the Swedish movement, number of bank with Indian management were established in the country namely, Punjab National Bank Ltd, Bank of India Ltd, Canara Bank Ltd, the Bank of Baroda ltd, the Central Bank of India Ltd. On July 19, 1969, 14 major banks of the country were nationalized and in 15th April 1980 six more commercial private sector banks were also taken over by the government. Today the commercial banking system in India may be distinguished into: Public sector banks Private sector banks Co-operative sector Development banks Foreign bank
Public sector banks: 1. State bank of the India and associates banks called the state bank groups. 2. 20 Nationalized banks.
Sheshadripuram College Bangalore Page 3
3. Regional rural banks mainly sponsored by public sector banks. Private sector banks: 1. Old generation private banks 2. New generation private banks 3. Foreign banks in India 4. scheduled co-operative banks
5. Non-scheduled banks.
Co-operative banks: 1. State co-operative banks 2. Central co-operative banks 3. Primary agricultural societies 4. Land development banks 5. Urban co-operative banks. 6. Primary agriculture development 7. State land development banks Development banks: 1. Industrial Finance corporation of India 2. Industrial development bank of India 3. Industrial credit and Investment Corporation of India 4. Industrial investment bank of India. 5. Small industrial development bank of India. 6. SCICI Ltd 7. National bank for agricultural and rural development. 8. Export import bank of India 9. National housing bank. 10. Housing development and Finance Corporation.
Foreign Bank: 1. City banks 2. HSBC

3. ABN-Amro
4. Standard charted 5. Others.
The Reserve Bank of India:

The Reserve Bank of India Acts as centralized body monitoring and discrepancies and short coming in the system it is the for most monitoring in the Indian financial sector the nationalized bank (that is government owned banks) continued to dominate India bank arena. Industry estimates indicate that out of 274 commercial banks operating in India 223 banks are in public sector and 51 are in private sector. The private sector banks grid also includes 24 foreign banks that have started their operation here. Under the admit nationalized bank come the specialized bank institutions. These co-operatives, rural banks focus on area of agriculture rural development etc. unlike commercial banks these co-operative banks do not lend on the basis of prime lending rate. They also have various tax scope because of their holding pattern and leading structure and hence have a lower word this enables than to give marginally higher percentage on saving deposit. Many of these co-operative banks diversified into specialized areas like car finance, housing loans, truck finance etc. in order to keep a pace with the public sector and private counter parts the co-operative banks too have invested heavily in information technology to offer high computerized banking services to its clients.
Main functions:
1. Monitory Authority:
Formulates implements and monitors and monetary policy. Objectives maintaining price stability and ensuring adequate flow of credit to productive sectors.
1. Regulating and supervisor of the financial system:
Prescribes board parameters of banking operations within which the countrys banking and financial public functions.
Objectives: maintain public confidences in the system, protect depositors interest and provide cost-effective banking services to the public.
1. Manger of exchange control
Manages the foreign exchange management Act-1999. development and maintenance of foreign exchange market in India.
1. Issuer of currency
Objective: To facilitate external trade and payment promote orderly
Issues and exchanges or destroys currency and coins not fit for circulation. Objective: To give the public adequate quantity of supplies of currency notes and coins in good quality.
1. Development Role:
Bankers to the government: Performs merchant banking functions for the central and state government: also acts as their banker. Bankers to bankes: maintains banking accounts of all scheduled banks
Meaning &definition :
The Indian banking regulation act 1949, Under section 5(b) of act the term banking and banking company is defined as banking means the accepting , for the purpose of lending or investment, of deposits of money from the public , repayable on demand or otherwise , and withdrawal by cheque draft order or otherwise
From Above definition it is clear that banking is an institution which mainly performs some functions such as accepting deposits from the public for the purpose of leading or investment and the money in repayable on demond or otherwise & also the money is withdrawal by cheques draft & order or otherwise its main purpose is to provide money to the needy. Banking institutions which deals with money their business is finance , and their stock in trade is currency & credit.
Need for study:

The term bank has become a general and popular term today because they plays a dynamic role in our daily life. Bank have become inspirable part of modern society. The project report entitled A study on financial service provided by icici bank has been brought out to know the performance of the branch in providing services to the society.
Objective of study:
To make a detail study of accounts, deposits & other services provided
by icici bank
To know the structure of the icicibank To detail study on loans provided by bank To find out the knowledge of customers about the various product
offering by icici bank
Scope of study:
This study confines its analysis only with regard to financial service provided by icici bank. The study gives us about the performance and growth of the icici bank. To increase our knowledge regarding banking activities and operations.
Research methodology:
The value of any systematic research lies in its methodology giving a clear idea of the forms of the study and procedure adopted in conducting the study. For the study the methodology adopted is based on survey & interview method. For primary data a sample of respondents are contacted and data obtained from them trough questionnaire. Sample size: Sample size refers to the number of respondents to be included in the survey Sample area: Sample area refers to the place where the study is conducted sample area selected for the study in Bangalore city. Source of data: 1. Primary data 2. Secondary data
Primary data:
Primary data are those that are collected as fresh for the first time and thus happen to be origin in character. Here primary data was collected through a structures questionnaire the selection of respondents is based on simple random sampling. Information was collected from personnel interviews and discussion with the manager of Icici bank Bangalore& also with respondents or the customers.
Secondary data:
The secondary data are those,which have collected by some others which have been processed For the study the secondary data is collected from various sources such as news paper,journals,article, books and websites.
Tools used for the analysis:

Major tools used for the analysis of the data are tables, percentages, bar charts, pie charts, tube charts.
Limitations of the study:

The main limitations of the study are as follows:
The survey is restricted only to Bangalore city.
The information obtained may contain biased opinion. Problem of collecting information respondentsnoncooperation. The survey is restricted only to the Icici bank Bangalore.
Chapter scheme :
1.
Introduction & design of study :

In this chapter deals with researcher intends to discuss about the introduction statements of problem objective of the study, scope of the study, research methodology, tools used for analysis& limitations of study .this chapter will give brief introduction about the project background.
2. ICICI group profile : In this chapter researcher intends to describe the history of the icici company,& the Overview of ICICI Group Companies. 3. BANK profile: In this chapter researcher intends to describe the history of the bank which contains the profile, branch network, organizational set up,
human resource, financial profile,& business profile & mission & vision of bank 4. Products & services In this chapter researcher intends to list out the products and value added services provided by bank. 5. Analysis & interpretation : This chapter heart of the project work it is indid\spensable to the project worker to conduct the survey and takes the opinion of customer. Projectsworked takes opinion from customer through different modes like questionnaire, conducting personnel interview,referring secondary data, etc. 6. Summary of findings , recommendations and conclusion: In last chapter it is conventional to analyze findings identified during The project work. It is last but not least i.e. even though it is last chapter it gather very importance among all other chapters. Hence project worker in this chapter analyze findings and puts some recommendations & finally comes to conclusion.
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Chapter -2
ICICI GROUP PROFILE

Overview of Icici group
ICICI GROUP PROFILE
OVERVIEW
ICICI Group 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 group companies, subsidiaries and affiliates in the areas of personal banking, investment banking, life and general insurance, venture capital and asset management. With a strong customer focus, the ICICI Group Companies have maintained and enhanced their leadership position in their respective sectors.
ICICI Bank is India's second-largest bank with total assets of Rs. 3,793.01 billion (US$ 75 billion) at March 31, 2009 and profit after tax Rs. 37.58 billion for the year ended March 31, 2009. The Bank has a network of 1,451 branches
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and about 4,721 ATMs in India and presence in 18 countries.
ICICI Prudential Life Insurance Company is a 74:26 joint venture with prudential plc (UK). It is the largest private sector life insurance company offering a comprehensive suite of life, health and pensions products. It is also the pioneer in launching innovative health care products like Diabetes Care Active and health Saver. The company operates on a multi-channel platform and has a distribution strength of over 2,76,000 financial advisors operating from more than 2000 branches spread across 1800 locations across the country. In addition to the agency force, it also has tie-ups with various banks, corporate agents and brokers. In fiscal 2009, ICICI Prudential attained a market share of 10.9% based on retail weighted premium and garnered a total premium of Rs 153.56 billion registering a growth of 13% and held assets of Rs. 327.88 billion as on March 31, 2009.
ICICI Lombard General Insurance Company, a joint venture with the Canada based Fairfax Financial Holdings, is the largest private sector general insurance company. It has a comprehensive product portfolio catering to all corporate and retail insurance needs and is present in over 300 locations across the country. ICICI Lombard General Insurance has achieved a market share of 27.2% among private sector general insurance companies and an overall market share of 11.2% during fiscal 2009. The gross return premium grew by 2.2% from Rs. 33.45 billion in fiscal 2008 to 34.20 billion in fiscal 2009. ICICI Lombard is a 74:26 joint venture between ICICI Bank Limited, Indias second largest bank with USD 75 billion in assets and Fairfax Financial Holdings Limited, a Canada based USD 27 billion diversified financial services company engaged in general insurance, reinsurance, insurance claims management and investment management. ICICI Lombard is the largest private sector general insurance company in India with a Gross Written Premium (GWP) of Rs. 34,198.4 million for the year ended March 31, 2009. The company presently has around 4,777
employees in 357 branches. In the financial year ended March 31, 2009, the company issued over 4 million policies and serviced over 33 lakh claims. The company has a claim disposal ratio of 97% (percentage of claims) settled against claims reported as on March 31, 2009
Lombard Canada Ltd, a group company of Fairfax Financial Holdings Limited, is one of Canada's oldest property and casualty insurers. It is a leading insurance management company responsible for providing insurance management services for all of the Lombard group's commercial, personal, and specialized insurance companies. Lombard Canada Ltd. has its head office in Toronto, Canada and has annual sales in excess of $977 million and is a wholly owned subsidiary of Fairfax Financial Holdings Limited (FFH on Toronto Stock Exchange). It has received an A- rating from A.M. Best Company and claims paying ability received an A+ rating from Duff & Phelps Credit Rating Co.
ICICI Lombard has been assigned a domestic rating of iAAA by ICRA (an associate of Moodys Investors Service) for highest claim paying ability and a fundamentally strong position. ICICI Lombard allows instant policy issuance and renewal through its website www.icicilombard.com for all retail insurance products including Car Insurance, Health Insurance, Travel Insurance, Two Wheeler Insurance and Home Insurance. There are multiple payment options available including internet banking, credit card, debit card and cash card.
ICICI Lombard Auto Insurance has been rated highest in customer satisfaction by J.D. Power Asia Pacific in India among 11 auto insurance providers. The company has been conferred the Golden Peacock- Eco Innovation Award of 2009 for weather insurance and the Customer and Brand Loyalty award in the Insurance Sector - Non-Life at the 2nd Loyalty awards, 2009. It was awarded the General Insurance Company of the Year at the 11th Asia Insurance Industry Awards. The company also won the NDTV Profit Business Leadership Award 2007 and was adjudged as the most Customer Responsive Company in the Insurance category at the Economic Times Avaya Global Connect Customer Responsiveness Award 2006. It has the Gold Shield for Excellence in Financial Reporting by the ICAI (Institute of Chartered Accountants of India) for the year ended March 31, 2006.
ICICI Securities Ltd is the largest equity house in the country providing end-toend solutions (including web-based services) through the largest non-banking distribution channel so as to fulfill all the diverse needs of retail and corporate customers. ICICI Securities (I-Sec) has a dominant position in its core segments of its operations - Corporate Finance including Equity Capital Markets Advisory Services, Institutional Equities, Retail and Financial Product Distribution. ICICI Securities Primary Dealership Limited is the largest Primary Dealer in Government Securities. It is an acknowledged leader in the Indian fixed income and money markets, with a strong franchise across the spectrum of interest rate products and services - institutional sales and trading, resource mobilisation, portfolio management services and research. One of the first entities to be granted Primary Dealership license by RBI, I-Sec PD has made pioneering contributions since inception to debt market development in India. I-Sec PD is also credited with pioneering debt market research in India. I-Sec PD has been recognised as the 'Best Domestic Bond House in India' by Asiamoney every year from 2002 to 2007 and selected as 'Best Bond House' by Financeasia.com for the years - 2001, 2004 to 2007 and 2009."
ICICI PRUDENTIAL ASSET MANAGEMENT COMPANY:

ICICI Prudential Asset Management is the third largest mutual fund with average asset under management of Rs. 514.33 billion and a market share of 10.43% as on March 31, 2009. The Company manages a comprehensive range of mutual fund schemes and portfolio management services to meet the varying investment needs of its investors through162 branches and 185 CAMS official point of transaction acceptance spread across the country.
ICICI Venture is one of the largest and most successful private equity firms in India with funds under management in excess of USD 2 billion. ICICI Venture, over the years has built an enviable portfolio of companies across sectors
including Life Sciences, Information Technology, Media, Manufacturing, Retail, Financial Services, and Real Estate thereby building sustainable value. It has several firsts to its credit in the Indian Private Equity industry. Amongst them are Indias first leveraged buyout (Infomedia), the first real estate investment (Cyber Gateway), the first mezzanine financing for a acquisition (Arch Pharmalabs), the first royalty-based structured deal in Pharma Research & Development (Dr Reddys Laboratories - JV) and the first fund level secondary transaction (Coller Capital). The team at ICICI Venture is a mix of investment professionals, entrepreneurs, industry professionals, and structured finance professionals. The complementary strengths of the various team members ensures not only the best deal sourcing and the most optimum structuring but also the ability to add significant value to the portfolio companies. ICICI Venture has the largest team strength amongst all private equity firms in India. In addition, what makes the team unique is the presence of in-house legal, finance, compliance and risk departments. The management team at ICICI Venture has the experience of executing large and complex transactions, structuring innovative deals and creating new investment landscapes through each of its investments.
Vision & values if icici venture:

Vision:
Icici venture shapes the investment land scape by being the first mover
and by channelizing all requisite resource to create new economic opportunities

Icici venture partners and nurtures enterprises across stages sectors and
geographies ti build the winner of tomorrow

Icici venture maximizes returns by leveraging its unique position,
strengths and innovative skills
They live this vision every moment and have the power and the passion to make it happen\
Values:
Integrity Excellence Trust Respect for all Enterprise Ownership Enduring Relationship
The long journey of 55 years has had several milestones 1955:The Industrial Credit and Investment Corporation of India Limited (ICICI) Incorporated at the initiative of the World Bank, the Government of India Representatives of Indian industry, With the objective of creating a development Financial institution for providing medium-term and long-term project financing to Indian businesses. Mr.A.RamaswamiMudaliar elected as the first Chairman of ICICILimited
1956:ICICI declared its first dividend of 3.5%. 1958:Mr.G.L.Mehta appointed the second Chairman of ICICI Ltd. 1960:ICICI building at 163, Backbay Reclamation, inaugurated 1961: The first West German loan of DM 5 million from
Kredianstalt obtained
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1967: ICICI made its first debenture issue for Rs.6 crore, which wasoversubscribed 1969:The first two regional offices in Calcutta and Madras set up. 1972:The second entity in India to set up merchant banking services. 1977:ICICI sponsored the formation of Housing Development FinanceCorporation. 1978:Mr. James Raj appointed the fourth Chairman of ICICI. 1979:Mr.Siddharth Mehta appointed the fifth Chairman of ICICI. 1982:ICICI became the first ever Indian borrower to raise European Currency Units. ICICI commences leasing business. 1984:Mr. S. Nadkarni appointed the sixth Chairman of ICICI. 1985: Mr. N.Vaghul appointed the seventh Chairman and Managing Director s ICICI. 1986: ICICI became the first Indian institution to receive ADB Loans ICICI, along with UTI, set up Credit Rating Information Servicesof India Limited, India's first professional credit rating agency 1987: The Corporation made a public issue of Swiss Franc 75 Million inSwitzerland, the first public issue by any Indian Entity in the Swiss Capital Market. 1988: ICICI signed a loan agreement for Sterling Pound 10 million With Commonwealth Development Corporation (CDC), the first loan by CDC for financing projects in India. 1993: Promoted TDICI - India's first venture capital company.
1994:ICICI Securities and Finance Company Limited in joint

Venture with J. P. Morgan set up. 1996: ICICI Asset Management Company set up. ICICI Bank set upICICI Ltd became the first company in the Indian financial sectorto raise GDR. 1977:ICICI sponsored the formation of Housing Development Finance Corporation. Managed its first equity public issue. 1978:Mr. James Raj appointed the fourth Chairman of ICICI. 1979Mr.Siddharth Mehta appointed the fifth Chairman of ICI 1982: ICICI became the first ever Indian borrower to raise European Currency Units. ICICI commences leasing business.
1984: Mr. S. Nadkarni appointed the sixth Chairman of ICICI.
1985: Mr. N.Vaghul appointed the seventh Chairman and Managing Director of ICICI.
1986: ICICI became the first Indian institution to receive ADB Loans. ICICI, along with UTI, set up Credit Rating Information Services of India Limited, India's first professional credit rating agency. ICICI promotes Shipping Credit and Investment Company of India Limited.
1987: The Corporation made a public issue of Swiss Franc 75 million in Switzerland, the first public issue by any Indian entity in the Swiss Capital Market.
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1988: ICICI signed a loan agreement for Sterling Pound 10 million with Commonwealth Development Corporation (CDC), the first loan by CDC for financing projects in India.
1993: Promoted TDICI - India's first venture capital company.
1994: ICICI Securities and Finance Company Limited in joint venture with J. P. Morgan set up.
1996: ICICI Asset Management Company set up. ICICI Bank set up. ICICI Ltd became the first company in the Indian financial sector to raise GDR.
1997: SCICI merged with ICICI Ltd. Mr. K.V.Kamath appointed the Managing Director and CEO of ICICI Ltd. ICICI Ltd was the first intermediary to move away from single prime rate to three-tier prime rates structure and introduced yield-curve based pricing.
1998: The name The Industrial Credit and Investment Corporation of India Ltd changed to ICICI Ltd. ICICI Ltd announced the takeover of ITC Classic Finance.
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1999: Introduced the new logo symbolising a common corporate identity for the ICICI Group. ICICI announced takeover of Anagram Finance.
2000: ICICI launched retail finance - car loans, house loans and loans for consumer durables. ICICI becomes the first Indian Company to list on the NYSE through an issue of American Depositary Shares.
2001: ICICI Bank became the first commercial bank from India to list its stock on NYSE. ICICI Bank announces merger with Bank of Madura. The Boards of ICICI Ltd and ICICI Bank approved the merger of ICICI with ICICI Bank. 2002: ICICI Ltd merged with ICICI Bank Ltd to create India's second largest bank in terms of assets. ICICI assigned higher than sovereign rating by Moody's. : ICICI Bank launched India's first CDO (Collateralised Debt Obligation) Fund named Indian Corporate Collateralised Debt Obligation Fund (ICCDO Fund). "E Lobby", a self-service banking centre inaugurated in Pune. It was the first of its kind in India. ICICI Bank launched Private Banking. 1100-seat Call Centre set up in Hyderabad ICICI Bank Home Shoppe, the first-ever permanent aggregation and display of housing projects in the county, launched in Pune,
ATM-on-Wheels, India's first mobile ATM, launched in Mumbai.
2003: The first Integrated Currency Management Centre launched in Pune. ICICI Bank announced the setting up of its first ever offshore branch in Singapore. The first offshore banking unit (OBU) at Seepz Special Economic Zone, Mumbai, launched. ICICI Bank's representative office inaugurated in Dubai. Representative office set up in China. ICICI Bank's UK subsidiary launched. India's first ever "Visa Mini Credit Card", a 43% smaller credit card in dimensions launched. ICICI Bank subsidiary set up in Canada. Temasek Holdings acquired 5.2% stake in ICICI Bank. ICICI Bank became the market leader in retail credit in India.
2004: Max Money, a home loan product that offers the dual benefit of higher eligibility and affordability to a customer, introduced. Mobile banking service in India launched in association with Reliance Infocomm. India's first multi-branded credit card with HPCL and Airtel launched. Kisaan Loan Card and innovative, low-cost ATMs in rural India launched.
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2005: ICICI Bank and CNBC TV 18 announced India's first ever awards recognising the achievements of SMEs, a pioneering initiative to encourage the contribution of Small and Medium Enterprises to the growth of Indian economy. ICICI Bank opened its 500th branch in India. ICICI Bank introduced partnership model wherein ICICI Bank would forge an alliance with existing micro finance institutions (MFIs). The MFI would undertake the promotional role of identifying, training and promoting the micro-finance clients and ICICI Bank would finance the clients directly on the recommendation of the MFI. ICICI Bank introduced 8-8 Banking wherein all the branches of the Bank would remain open from 8a.m. to 8 p.m. from Monday to Saturday. ICICI Bank introduced the concept of floating rate for home loans in India. First rural branch and ATM launched in Uttar Pradesh at Delpandarwa, Hardoi. "Free for Life" credit cards launched wherein annual fees of all ICICI Bank Credit Cards were waived off. ICICI Bank and Visa jointly launched mChq a revolutionary credit card on the mobile phone. Private Banking Masters 2005, a nationwide Golf tournament for high networth clients of the private banking division launched. This event is the largest domestic invitation amateur golf event conducted in India. First Indian company to make a simultaneous equity offering of $1.8 billion in India, the United States and Japan. Acquired IvestitsionnoKreditny Bank of Russia. ICICI Bank became the largest bank in India in terms of its market capitalisation.
2006:
ICICI Bank became the first private entity in India to offer a discount to retail investors for its follow-up offer. ICICI Bank became the first Indian bank to issue hybrid Tier-1 perpetual debt in the international markets. ICICI Bank subsidiary set up in Russia.
2007: Introduced a new product - 'NRI smart save Deposits' a unique fixed deposit scheme for nonresident Indians. Representative offices opened in Thailand, Indonesia and Malaysia. ICICI Bank became the largest retail player in the market to introduce a biometric enabled smart card that allow banking transactions to be conducted on the field. A low-cost solution, this became an effective delivery option for ICICI Bank's micro finance institution partners. Financial counseling centre Disha launched. Disha provides free credit counseling, financial planning and debt management services. Bhoomi puja conducted for a regional hub in Hyderabad, Andhra Pradesh. ICICI Bank's USD 2 billion 3-tranche international bond offering was the largest bond offering by an Indian bank. Sangli Bank amalgamated with ICICI Bank. ICICI Bank raised Rs 20,000 crore (approx $5 billion) from both domestic and international markets through a follow-on public offer. ICICI Bank's GBP 350 million international bond offering marked the inaugural deal in the sterling market from an Indian issuer and also the largest deal in the sterling market from Asia. Launched India's first ever jewellery card in association with jewelry major Gitanjali Group. ICICI Bank became the first bank in India to launch a premium credit card -Sheshadripuram College Bangalore Page 23
The Visa Signature Credit Card. Foundation stone laid for a regional hub in Gandhinagar, Gujarat. Introduced SME Toolkit, an online resource centre, to help small and medium enterprises start, finance and grow their business. ICICI Bank signed a multi-tranche dual currency US$ 1.5 billion syndication loan agreement in Singapore. ICICI Bank became the first private bank in India to offer both floating and fixed rate on car loans, commercial vehicles loans, construction equipment loans and professional equipment loans. In a first of its kind, nation wide initiative to attract bright graduate students to pursue a career in banking, ICICI Bank launched the "Probationary Officer Programme". Launched Bank@home services for all savings and current a/c customers residing in India ICICI Bank Eurasia LLC inaugurated its first branch at St Petersburg, Russia.
2008: ICICI Bank enters US, launches its first branch in New York. ICICI Bank enters Germany, opens its first branch in Frankfurt. ICICI Bank launched iMobile, a breakthrough innovation in banking where practically all internet banking transactions can now be simply done on mobile phones. ICICI Bank concluded India's largest ever securitisation transaction of a pool of retail loan assets aggregating to Rs. 48.96 billion (equivalent of USD 1.21 billion) in a multi-tranche issue backed by four different asset categories. It is also the largest deal in Asia (ex-Japan) in 2008 till date and the second largest deal in Asia (ex-Japan & Australia) since the beginning of 2007.
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1998:The name The Industrial Credit and Investment Corporation Of India Ltd changed to ICICI Ltd. ICICI Ltd announced the Takeover of ITC Classic Finance. 1999:Introduced the new logo symbolising a common corporate identity for the ICICI Group. ICICI announced takeover of Anagram Finance . 2000:ICICI launched retail finance - car loans, house loans and loans for consumer durables. ICICI becomes the first Indian Company to list on the NYSE through an issue of American. Depositary Shares. 2001:ICICI Bank became the first commercial bank from India to list its stock on NYSE. ICICI Bank announces merger with Bank of Madura . The Boards of ICICI Ltd and ICICI Bank approved the merger ICICI with ICICIBank. 2002:ICICI Ltd merged with ICICI Bank Ltd to create India's second Largest bank in terms of assets. ICICI assigned higher than sovereign rating by Moody's. ICICI Bank launched India's first CDO (Collateralized Debt Obligation) Fund named Indian Corporate Collateralized Debt Obligation Fund (ICCDO Fund). "E Lobby", a self-service banking centre inaugurated in Pune. It was the first of its kind in India. ICICI Bank launched Private Banking. 1100-seat Call Centre set up in Hyderabad ICICI Bank Home Shoppe, the first-ever permanent aggregation and display ofhousing projects in the county, launched in Pune, ATM-on-Wheels, India's first mobile ATM, launched in
Mumbai
2003:The first Integrated Currency Management Centre launched in Pune. ICICI Bank announced the setting up of its first ever offshore branch in Singapore. The first offshore banking unit (OBU) at Seepz Special Economic Zone, Mumbai, launched. ICICI Bank's representative office inaugurated in Dubai. Representative office set up in China ICICI Bank's UK subsidiary launched. India's first ever "Visa Mini Credit Card", a 43% smaller credit cardin dimensionslaunched Temasek Holdings acquired 5.2% stake in ICICI Bank. ICICI Bank became the market leader in retail credit in India. 2004: Max Money, a home loan product that offers the dual benefit of higherEligibility and affordability to a customer, introduced . Mobile banking service in India launched in association with Reliance Infocomm. India's first multi-branded credit card with HPCL and Airtel Launched. Kisaan Loan Card and innovative, low-cost ATMs in rural India Launched. 2005: ICICI Bank and CNBC TV 18 announced India's first ever awards recognising the achievements of SMEs, a pioneering initiative to encourage the contribution of Small and Medium Enterprises to the growth of Indian economy . ICICI Bank opened its 500th branch in India.
ICICI Bank became the largest bank in India in terms of its market capitalisation. 2006:ICICI Bank became the first private entity in India to offer a discount to retail investors for its follow-up offer ICICI Bank became the first Indian bank to issue hybrid Tier-1 perpetual debt in the international markets.
2007: Introduced a new product - 'NRI smart save Deposits' a unique fixeddeposit scheme for nonresident Indians deposit scheme for nonresident Indians.deposit scheme for nonresidentIndians. 2008:ICICI Bank enters US, launches its first branch in New York. ICICI Bank enters Germany, opens its first branch in Frankfurt.
Chapter -3
BANK PROFILE
Origin of Icici bank Vision & mission Objectives of Icici bank History Board of director Organization structure Financial statements
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BANK PROFILE
ICICI bank is Indias second-largest bank with total assets of Rs. 3,562.28 billion (Us$ 77 billion) at December 31, 2009 and profit after tax Rs. 30.19 billion (Us$ 648.8 million) for the nine months ended December 31, 2009. The bank has a network of 1,694 branches and about 4,883 ATM in India and presence in 18 countries. Icici bank offers a wide range of banking products and financial services to corporate and retail customers through a variety of delivery channels and through its specialized subsidiaries and affiliates in the areas of investment banking, life and non-life insurance, venture capital and asset management. The bank currently has subsidiaries in the united kingdom, Russia and Canada, branches in united states, Singapore, Bahrain, Hong Kong, sri lank, Qatar and Dubai international finance centre and representative offices in united Arab emirates, china, south Africa, Bangladesh, Thailand, Malaysia and Indonesia. Their uk subsidiary has established branches in Belgium and Germany. Icici bank's equity shares are listed in India on Bombay stock exchange and the national stock exchange of India limited and its American depositary receipts (adrs) are listed on the New York stock exchange (nyse).
Vision of icici bank

Over the last few years, the ICICI Bank has taken rapid strides in developing new businesses in line with its proposition to offer complete financial services to both corporate and retail customers. With the recent addition of insurance, the proposition of ICICI Bank is now fulfilled. Going forward, the challenge for ICICI will be to continue innovating to improve market shares and maintain its competitive edge. In this endeavour,
ICICI will continue to benchmark with global best practices to ensure optimum utilization of its resources and the finest exposure to its work force. The speed with which it has been able to transform the organization and successfully start so many new businesses is almost singularly owing to the skills, enterprise and the depth of its human resources. ICICI Bank is committed to enriching this valuable resource which in turn, will allow it to bring innovative practices to the world of financial services in India. With technology playing the key role mainly. The vision is to develop ICICI Bank into an organization that is empowered by bright and talented individuals, working in teams and riding on the backbone of world class technology.
Mission of icici bank

ICICI Bank as an organization has been built on the principles of professionalism, ethics and financial expertise. The bank believes that its existence and development are closely interlinked with its ability to serve both the corporate an retail customers. This belief has evolved into its corporate philosophy of growth, innovation and stability. The bank aims to provide the benefits of universal banking to its corporate, investors and retail clients. The goal is to ensure that dealing with ICICI Bank is safe, simple and efficient. ICICI Bank attempts to pursue growth and innovation without compromising on its stability.
Objective of ICICI Bank

Our objective of creating a universal bank providing end-to-end financial services, clearly required solutions which were based on new-generation technology, offered end-to-end functionality and were highly flexible and scalable. Finacle offered all this and much more.
Present scenario
ICICI Bank has its equity shares listed in India on Bombay Stock Exchange and the National Stock Exchange of India Limited. Overseas, its American Depositary Receipts (ADRs) are listed on the New York Stock Exchange (NYSE). As of December 31, 2008, ICICI is India's second-largest bank,
boasting an asset value of Rs. 3,744.10 billion and profit after tax Rs. 30.14 billion, for the nine months, that ended on December 31, 2008.
History
ICICI Bank started as a wholly owned subsidiary of ICICI Limited, an Indian financial institution, in 1994. Four years later, when the company offered ICICI Bank's shares to the public, ICICI's shareholding was reduced to 46%. In the year 2000, ICICI Bank offered made an equity offering in the form of ADRs on the New York Stock Exchange (NYSE), thereby becoming the first Indian company and the first bank or financial institution from non-Japan Asia to be listed on the NYSE. In the next year, it acquired the Bank of Madura Limited in an all-stock amalgamation. Later in the year and the next fiscal year, the bank made secondary market sales to institutional investor With a change in the corporate structure and the budding competition in the Indian Banking industry, the management of both ICICI and ICICI Bank were of the opinion that a merger between the two entities would prove to be an essential step. It was in 2001 that the Boards of Directors of ICICI and ICICI Bank sanctioned the amalgamation of ICICI and two of its wholly-owned retail finance subsidiaries, ICICI Personal Financial Services Limited and ICICI Capital Services Limited, with ICICI Bank. In the following year, the merger was approved by its shareholders, the High Court of Gujarat at Ahmedabad as well as the High Court of Judicature at Mumbai & the reserve bank of India.
ICICI Bank Milestones..

The Industrial Credit and Investment Corporation of India Limited (ICICI) incorporated at the initiative of the World Bank, the Government of India and representatives of Indian industry, with the objective of creating a development financial institution for providing medium-term and long-term project financing to Indian businesses. Mr.A.RamaswamiMudaliar elected as the first Chairman of ICICI Limited. ICICI emerges as the major source of foreign currency loans to Indian industry. Besides funding from the World Bank and other multi-lateral agencies, ICICI was also among the first Indian companies to raise funds from international markets.
1956
ICICI declared its first dividend of 3.5%.
1958
Mr.G.L.Mehta appointed the second Chairman of ICICI Ltd.
1960
ICICI building at 163, Backbay Reclamation, inaugurated.
1961
The first West German loan of DM 5 million from Kredianstalt
obtained.
1967
ICICI made its first debenture issue for Rs.6 crore, which was
oversubscribed.
1969
The first two regional offices in Calcutta and Madras set up.
1972
The second entity in India to set up merchant banking services. Mr. H. T. Parekh appointed the third Chairman of ICICI.
1977
ICICI sponsored the formation of Housing Development Finance Corporation. Managed its first equity public issue.
1978
Mr. James Raj appointed the fourth Chairman of ICICI.
1979
Mr.Siddharth Mehta appointed the fifth Chairman of ICICI.
1982
1982: ICICI became the first ever Indian borrower to raise European
Currency Units. ICICI commences leasing business.
1984
Mr. S. Nadkarni appointed the sixth Chairman of ICICI.
1985
Mr. N.Vaghul appointed the seventh Chairman and Managing Director
of ICICI.
1986
ICICI became the first Indian institution to receive ADB Loans. ICICI, along with UTI, set up Credit Rating Information Services of India Limited, India's first professional credit rating agency.
ICICI promotes Shipping Credit and Investment Company of India Limited. The Corporation made a public issue of Swiss Franc 75 million in Switzerland, the first public issue by any Indian entity in the Swiss Capital Market.
1987
ICICI signed a loan agreement for Sterling Pound 10 million with Commonwealth Development Corporation (CDC), the first loan by CDC for financing projects in India.
1988
Promoted TDICI - India's first venture capital company.
1993
ICICI Securities and Finance Company Limited in joint venture with J. P. Morgan set up. ICICI Asset Management Company set up.
1994
ICICI Bank set up.
1996
ICICI Ltd became the first company in the Indian financial sector to raise GDR.
SCICI merged with ICICI Ltd.

Mr. K.V.Kamath appointed the Managing Director and CEO of ICICI
Ltd.
1997
ICICI Ltd was the first intermediary to move away from single prime rate to three-tier prime rates structure and introduced yield-curve based pricing. The name The Industrial Credit and Investment Corporation of India Ltd changed to ICICI Ltd. ICICI Ltd announced the takeover of ITC Classic Finance.
1998
Introduced the new logo symbolizing a common corporate identity for the ICICI Group. ICICI announced takeover of Anagram Finance.
1999
ICICI launched retail finance - car loans, house loans and loans for consumer durables. ICICI becomes the first Indian Company to list on the NYSE through an issue of American Depositary Shares.
2000
ICICI Bank became the first commercial bank from India to list its stock on NYSE ICICI Bank announces merger with Bank of Madura.
2001
The Boards of ICICI Ltd and ICICI Bank approved the merger of ICICI with ICICI Bank.
2002
ICICI Ltd merged with ICICI Bank Ltd to create Indias secondlargest
bank in terms of assets. ICICI assigned higher than sovereign rating by Moodys.
ICICI Bank launched Indias first CDO (Collateralized Debt Obligation) Fund named Indian Corporate Collateralized Debt Obligation Fund (ICCDO Fund). "E Lobby", a self-service banking centre inaugurated in Pune. It was the first of its kind in India. ICICI Bank launched Private Banking. 1100-seat Call Centre set up in Hyderabad. ICICI Bank Home Shoppe, the first-ever permanent aggregation and display of housing projects in the country, launched in Pune. ATM-on-Wheels, Indias first mobile ATM, launched in Mumbai.
2003
The first Integrated Currency Management Centre launched in Pune.
ICICI Bank announced the setting up of its first ever offshore branch in Singapore. The first offshore banking unit (OBU) at Seepz Special Economic Zone, Mumbai, launched. ICICI Banks representative office inaugurated in Dubai. Representative office set up in China: ICICI Banks UK subsidiary launched. Indias first ever "Visa Mini Credit Card", a 43% smaller credit card in dimensions launched. ICICI Bank subsidiary set up in Canada.
Temasek Holdings acquired 5.2% stake in ICICI Bank.
ICICI Bank became the market leader in retail credit in India.
2004
Max Money, a home loan product that offers the dual benefit of higher eligibility and affordability to a customer, introduced. Mobile banking service in India launched in association with Reliance Infocomm. Indias first multi-branded credit card with HPCL and Airtel launched.
Kisan Loan Card and innovative, low-cost ATMs in rural India launched
Page 35
ICICI Bank and CNBC TV 18 announced Indias first ever awards recognizing the achievements of SMEs, a pioneering initiative to encourage the contribution of Small and Medium Enterprises to the growth of Indian economy. ICICI Bank opened its 500th branch in India. ICICI Bank introduced partnership model wherein ICICI Bank would forge an alliance with existing micro finance institutions (MFIs). The MFI would undertake the promotional role of identifying, training and promoting the micro-finance clients and ICICI Bank would finance the clients directly on the recommendation of the MFI.
ICICI Bank introduced 8-8 Banking wherein all the branches of the
Bank would remain open from 8a.m. to 8 p.m. from Monday to Saturday. ICICI Bank introduced the concept of floating rate for home loans in India.
2005
First rural branch and ATM launched in Uttar Pradesh at Delpandarwa,
Hardoi. "Free for Life" credit cards launched wherein annual fees of all ICICI Bank Credit Cards were waived off.
ICICI Bank and Visa jointly launched mChq a revolutionary credit
card on the mobile phone.

Private Banking Masters 2005, a nationwide Golf tournament for high
networth clients of the private banking division launched. This event is the largest domestic invitation amateur golf event conducted in India. First Indian company to make a simultaneous equity offering of $1.8 billion in India, the United States and Japan.
Acquired IvestitsionnoKreditny Bank of Russia.
Page 36
ICICI Bank became the largest bank in India in terms of its market capitalization. ICICI Bank became the first private entity in India to offer a discount to retail investors for its follow-up offer.
2006
ICICI Bank became the first Indian bank to issue hybrid Tier-1 perpetual debt in the international markets. ICICI Bank subsidiary set up in Russia. Introduced a new product - NRI smart save Deposits a unique fixed deposit scheme for nonresident Indians. Representative offices opened in Thailand, Indonesia and Malaysia. ICICI Bank became the largest retail player in the market to introduce a biometric enabled smart card that allows banking transactions to be conducted on the field. A low-cost solution, this became an effective delivery option for ICICI Banks micro finance institution partners.
Financial counseling centreDisha launched. Disha provides free credit
counseling, financial planning and debt management services.

Bhoomi puja conducted for a regional hub in Hyderabad, Andhra
Pradesh.
2007
ICICI Banks USD 2 billion 3-tranche international bond offering was the largest bond offering by an Indian bank.
Sangli Bank amalgamated with ICICI Bank. ICICI Bank raised Rs 20,000 crore (approx $5 billion) from both
domestic and international markets through a follow-on public offer. ICICI Banks GBP 350 million international bond offering marked the inaugural deal in the sterling market from an Indian issuer and also the largest deal in the sterling market from Asia.
Launched Indias first ever jewellery card in association with jewelry
major Gitanjali Group.

ICICI Bank became the first bank in India to launch a premium credit card -- The Visa Signature Credit Card.
Foundation stone laid for a regional hub in Gandhinagar, Gujarat.
Introduced SME Toolkit, an online resource centre, to help small and medium enterprises start, finance and grow their business. ICICI Bank signed a multi-tranche dual currency US$ 1.5 billion syndication loan agreement in Singapore. ICICI Bank became the first private bank in India to offer both floating and fixed rate on car loans, commercial vehicles loans, construction equipment loans and professional equipment loans.
In a first of its kind, nation wide initiative to attract bright graduate
students to pursue a career in banking, ICICI Bank launched the "Probationary Officer Programme".
Launched Bank@home services for all savings and current a/c
customers residing in India. ICICI Bank Eurasia LLC inaugurated its first branch at St Petersburg, Russia.
2008
ICICI Bank enters US, launches its first branch in New York. ICICI Bank enters Germany, opens its first branch in Frankfurt. ICICI Bank launched iMobile, a breakthrough innovation in banking where practically all internet banking transactions can now be simply done on mobile phones. ICICI Bank concluded India's largest ever securitization transaction of a pool of retail loan assets aggregating to Rs. 48.96 billion (equivalent of USD 1.21 billion) in a multi-tranche issue backed by four different asset categories. It is also the largest deal in Asia (ex-Japan) in 2008 till date and the second largest deal in Asia (ex-Japan & Australia) since the beginning of 2007. ICICI Bank launches ICICIACTIVE - Banking Interactive Service along with DISHTV, which will allow viewers to see information about the Bank's products and services and contact details on their DISHTV screens.
ICICI Bank and British Airways launch co-branded credit card, which is designed to earn accelerated reward points to the card holders with every British Airways flight or by spending on everyday purchases. ICICI Bank Board appoints Mr K. V. Kamath as non-executive Chairman and MsChandaKochhar as Managing Director & CEO effective May 1, 2009, while the existing non-executive Chairman Mr N Vaghul retires after completing his term on April 30, 2009.
2009
ICICI bank ties up with BSNL Cell One for bill payments; it will
facilitate bill payment for BSNL Cell One www.icicibank.com across all the 27 circles of BSNL.
users
through
ICICI Bank Limited acting through its Hong Kong Branch (ICICI Bank) signed an agreement on Export Credit Line totaling up to US$100 million with the Japan Bank for International Cooperation (JBIC) which constitutes the international wing of Japan Finance Corporation.
ICICI Bank Limited acting through its Hong Kong Branch (ICICI Bank)
signed a loan agreement with the Export-Import Bank of China (China Exim) for USD 98 million under the Two- step Buyer Credit (Export Credit) arrangement. ICICI Bank is the first Indian Bank to have entered into this arrangement with China Exim.
ICICI Bank announced an association with mChek, India's leading
mobile payment solutions provider, to facilitate mChek services to all ICICI Bank Debit and Credit Card customers. These are electronic cards issued to the customers with mChek application on their mobile phone. MsChandaKochhar takes charge as the Managing Director & CEO of ICICI Bank from May 1, 2009.
Present status of organization :

Technology
Our technology driven banking system ensure a wide reach, instant Online transaction and faster dealings.
Product range
Our products spectrum includes easy loans, phone banking , doorstep banking , etc . we also have products targeted at specific groups . the zero balance roaming current accounts caters specifically to entrepreneurs. It offer remittance export, import and advisory service .besides , being a zero balance account it enables our customer to utilize their financial resources more effectively.
Size & network

We have a wide customer base. Our click and brick distribution network includes, ATM , internet banking and mobile banking.
Customer relationship.
We believe in establishing a personal relation with our customers so that we can understand their needs better and provide effective customized service. We have received several prestigious national and international awards in recognition of our innovation in banking customer service technology focus and human resource practices These include:
Triple AAA Best cash management country award in india -2005 the asset
Best bank in India -2004 Euro money Travel & tourism Indias most customer friendly bank -2004 outlook money Best bank 2004 business India Best domestic commercial bank -Asian money Best emerging bank in India global finance
Best multi channel strategy 2003 the banker magazine uk
Bank of the year 2003 in India the banker magazine UK Excellent in retail finance services 2003 Asian banker journal
Global reach
Icici banks global network spans 19 countries.
Page 40
Board of Director's
Ms. Chanda D. Kochhar Managing Director and Chief Executive Officer of ICICI Bank Limited
Page 41
Mr. SandeepBakhshi Deputy Managing Director
Mr. SonjoyChatterjee, Mr. K. Ramkumar Executive Director &CFO
Mr. N. S. Kannan, Executive Director Executive Director
Page 42
ICICI Board Members
Mr. K. V. Kamath, Chairman Mr. SridarIyengar Mr. Homi R. Khusrokhan Mr. Lakshmi N. Mittal Mr. NarendraMurkumbi Dr. Anup K. Pujari Mr. AnupamPuri Mr. M.S. Ramachandran Mr. M.K. Sharma Mr. V. Sridar Prof. Marti G. Subrahmanyam Mr. V. PremWatsa Ms. Chanda D. Kochhar, Managing Director & CEO Mr. SandeepBakhshi, Deputy Managing Director Mr. N. S. Kannan, Executive Director & CFO Mr. K. Ramkumar, Executive Director Mr. SonjoyChatterjee, Executive Director
Page 43
Directors Report
: Mar '11
The Directors have pleasure in presenting the Seventeenth Annual Report of ICICI Bank Limited with the audited statement of accounts for the year ended March 31, 2011. FINANCIAL HIGHLIGHTS The financial performance for fiscal 2011 is summarised in the following table: Rs. billion, except percentages Net interest income and other income Fiscal 2010 Fiscal 2011 % change 156.65 43.87 53.45 40.25 67.61 51.51 0.5% (47.9)%
155.92
Provisions & contingencies1 Profit before tax Profit after tax of the Bank 1.
22.87
26.5% 28.0%
Excludes provision for taxes. Fiscal 2010 46.70 Fiscal 2011 % change 30.5%
Rs. billion, except percentages Consolidated profit after tax Appropriations
60.93
The profit after tax of the Bank for fiscal 2011 is Rs. 51.51 billion after provisions and contingencies (excluding provision for taxes) of Rs. 22.87 billion and all expenses. The disposable profit is Rs. 86.15 billion, taking into account the balance of Rs. 34.64 billion brought forward from the previous year. Your Directors have recommended a dividend at the rate of Rs. 14 per equity share of face value Rs. 10 for the year and have appropriated the disposable profit as follows: Rs. billion Fiscal 2010 Fiscal 2011 12.88 5.25
Page 44
To Statutory Reserve, making in all Rs. 73.75 billion1 10.07 To Special Reserve created Sheshadripuram College Bangalore and maintained in terms of Section 36(1) (viii) of 3.00 the Income-tax Act, 1961, making in all Rs. 31.69 billion
Rs. 21.46 billion towards Financial service provided by Icici bank 4.44 0.83 Customer attitude To/(from) Investment Reserve, making in all Nil 1.16 (1.16) To General Reserve, making in all Rs. 49.80 billion 0.01 --
Organizational Excellence Group, which is responsible for
Dividend for the year process improvementinitiatives. enterprise-wide quality and (proposed)
- On equity shares @ Group, share Technology Management Rs. 14 per which is responsible for (@ Rs. technology initiatives, 16.15 enterprise-wide12 per share for fiscal 2010)2 with13.38 dedicatedteams serving individual business groups and managing information - On preference shares (Rs.) 35,000 35,000 security and shared infrastructure.
- Corporate dividend tax 1.64 2.02 Leaving balance to be Administration Group, which is Global Infrastructure & carried forward responsiblethe for year3 corporate facilitiesand to next management of 34.64 50.18
administrative support functions
1. Includes Rs. 2.00 billion on amalgamation of The Bank of Rajasthan Limited with ICICI Bank Limited. Financial statement: 2. Includes dividend for the prior year paid on shares issued after the balance sheet date and prior to the record date.'08 Mar '09 Mar '05 Mar '06 Mar '07 Mar 3. After taking into account transfer to Reserve Fund Rs. 0.4 million for fiscal 2011, making in all Rs. 11.3 million. Internet Banking
Capital and Liabilities:
Our comprehensive Internet Banking service is designed to give our Total customers a convenient banking experience from the comfort of their Share Capital 1,086.75 1,239.83 1,249.34 1,462.68 1,463.29 homes Equity Share or offices.
736.75 889.83 899.34 1,112.68 1,113.29 Capital Share Application Banking offering has evolved over time not only to enable Our Internet 0.02 0.00 0.00 0.00 0.00 Money basic online transactions but also to provide cutting edge features. Preference Share 350.00 350.00 350.00 350.00 350.00 Capital Reserves
Innovative features, such as applying for a new account, opening a 11,813.20 21,316.16 23,413.92 45,357.53 48,419.73 fixed deposit and the Money Manager, help our customers to manage almost all their financial needs online. Further, our Internet Banking service goes beyond fulfilling the 24,663.26banking needs of customers routine 46,820.21 49,883.02 Net Worth 12,899.97 22,555.99 by enabling them to buy mutual funds, insurance, forex and gold online.
Deposits 99,818.78 165,083.17 230,510.19 244,431.05 218,347.82
MERGER Borrowings
Total The Bank Debt
OF THE BANK OF RAJASTHAN LIMITED WITH ICICI BAN 33,544.50 38,521.91 51,256.03 65,648.43 67,323.69
of133,363.28 203,605.08(Bank of Rajasthan),285,671.51 company Rajasthan Limited 281,766.22 310,079.48 a banking Otherincorporated within the meaning of Companies Act, 1956 and licensed by Liabilities& 21,396.17 25,227.88 38,228.64 42,895.39 43,746.43 Provisions Reserve Bank of India (RBI) under the Banking Regulation Act, 1949 was Total amalgamated with ICICI Bank Limited (ICICI Bank/the Bank) with effect Liabilities 167,659.42 251,388.95 344,658.12 399,795.08 379,300.96 from close of business on August 12, 2010 in terms of the Scheme of Sheshadripuram College Bangalore Page 45 Amalgamation (the Scheme) approved by RBI vide its order DBOD No. PSB 2599/16.01.056/2010-11 dated August 12, 2010 under sub section (4) of section 44A of the Banking Regulation Act, 1949. The consideration for the amalgamation was 25 equity shares of ICICI Bank of the face value
Bank of Rajasthan. Accordingly, ICICI Bank allotted 31,323,951 equity Customer attitude towards Financial service provided by Icici bank shares to the shareholders of Bank of Rajasthan on August 26, 2010 and 2,860,170 equity shares, which were earlier kept in abeyance pending civil appeal, on November 25, 2010. SUBSIDIARY COMPANIES At March 31, 2011, ICICI Bank had 17 subsidiaries as listed in the following table: Domestic Subsidiaries
12 mths 12 mths Mar '05 Mar '06 Mar '07 Mar '08 Mar '09
International Subsidiaries
12 mths
12 mths
12 mths
ICICI Prudential Life Insurance Assets ICICI Bank UK PLC Cash & Balances 6,344.90 8,934.37 Company Limited with RBI
18,706.88 29,377.53 17,536.33 8,663.60 12,430.23
Balance with 6,585.07 Insurance Banks, Money at ICICI Lombard General 8,105.85 18,414.45 Call Advances Company Investments
ICICI Bank Canada 91,405.15 146,163.11 195,865.60 225,616.08 218,310.85 Limited

50,487.35 71,547.39 91,257.84 111,454.34 103,058.31
ICICI Prudential Asset Management ICICI Bank Eurasia Gross Block 5,525.65 5,968.57 Limited Liability Company 6,298.56 7,036.00 7,443.71 Company Limited
Accumulated 1,487.61 1,987.85 Depreciation Prudential Trust Limited ICICI Net Block 4,038.04 3,980.72 Capital WorkSecurities Limited ICICI In 96.30 147.94 Progress Total Limited Assets
ICICI Securities Holdings Inc.2

3,923.42 4,108.89 3,801.62 0.00
2,375.14
2,927.11
3,642.09
ICICI Securities Inc.3 189.66 0.00
OtherICICI Securities Primary Dealership Assets 8,702.59 12,509.57 16,300.26 20,574.63 24,163.62
ICICI International Limited 167,659.40 251,388.95 344,658.11 399,795.07 379,300.96
ICICI Venture Funds Management Contingent Company Limited 97,507.79 119,895.78 177,054.18 371,737.36 803,991.92
Liabilities Bills for collection Finance Company Limited ICICI Home 9,803.67 15,025.21 22,717.23 29,377.55 36,678.71
ICICI Investment Management Company Limited ICICI Trusteeship Services Limited ICICI Prudential Pension Funds Management Company Market Price Information Limited1 1. of ICICI Bank Balance Sheet Subsidiary of
Rs in Company Limited. ICICI Prudential Life Insurance crore
2. Subsidiary of ICICI Securities Limited. 3. Subsidiary of ICICI Securities Holdings Inc.

Sheshadripuram College Bangalore No.51/12/2007-CL-lll dated
The Ministry of Corporate Affairs (MCA) vide its Circular Page 46 February 8, 2011 has granted general exemption under Section 212(8) of the Companies Act, 1956 to companies from attaching the accounts of their subsidiaries in their annual reports subject to fulfillment of certain conditons prescribed. The
noted the provisions of the circular of MCA and passed the necessary Customer attitude towards Financial service provided attaching the resolution granting the requisite approvals for not by Icici bank balance sheet, profit & loss account, report of the board of directors and report of the auditors of each of the subsidiary companies to the accounts of the Bank for fiscal 2011. The Bank will make available these'10 Mar '09 Mar '08 Mar '07 by any Mar '11 Mar documents/details upon request Member of the Bank. These documents/details will be available on the Banks website (www.icicibank.com) and will also be available for 12 mths 12 mths 12 mths 12 mths 12 mths inspection by any Member of the Bank at its Registered Office and Corporate Office and also at the registered offices of the concerned subsidiaries. As required by Accounting Standard-21 (AS-21) issued by Capital and the Institute of Chartered Accountants of India, the Banks Liabilities: Total Share consolidated financial statements included in1,462.68 1,249.34 Capital 1,151.82 1,114.89 1,463.29 this Annual Report incorporate the accounts of its subsidiaries and other consolidating Equity Share Capital A summary of key financials of the Banks subsidiaries is 1,151.82 1,114.89 1,113.29 1,112.68 899.34 entities. also included Annual Report. 0.00 Share Application Money in this0.29 0.00 0.00 0.00
Preference Share Capital Reserves Revaluation Reserves Net Worth Deposits
DIRECTORS
0.00
0.00
350.00
350.00
350.00
53,938.82 50,503.48 48,419.73 45,357.53 23,413.92
The RBI vide its letter dated June 24, 2010 approved the appointment of 0.00 0.00 0.00 0.00 0.00 Rajiv Sabharwal as an Executive Director of the Bank. The Members 55,090.93 51,618.37 49,883.02 46,820.21 24,663.26 approved his appointment at the Sixteenth Annual General Meeting (AGM) held on June 28, 2010. 202,016.6 218,347.8 244,431.0 230,510.1 225,602.1
1 0 2 5 9
Narendra Murkumbi retired by rotation on June 28, 2010 at the last AGM 109,554.2 Borrowings and did not seek re-appointment. The valuable guidance and contribution 94,263.57 67,323.69 65,648.43 51,256.03 8 made by Narendra Murkumbi was recognised by the Board.
Total Debt
Pursuant to M. K. Sharma Other Liabilities & retired from the Board effective January 31, 2011 on completion 15,986.35 15,501.18 43,746.43 42,895.39 38,228.64 Provisions of eight years as a non-executive Director of the Bank. The Board placed on record its deep appreciation and gratitude for his guidance 406,233.6 363,399.7 379,300.9 399,795.0 344,658.1 and Total Liabilities contribution to the Bank.
7 2 6 8 2
335,156.3 296,280.1 285,671.5 310,079.4 281,766.2 9 8 2 the provisions of the7Banking 1 Regulation Act, 1949,
In terms of the provisions of the Companies Act, 1956 and the Articles Mar '11 Mar '10 Mar '09 Mar '08 Mar '07 of Association of the Bank, V Prem Watsa, M. S. Ramachandranand K. Ramkumar would retire by rotation at the forthcoming AGM and are 12 mths 12 M. S. 12 mths 12 mths 12 Ramkumar have eligible for re-appointment. mths Ramachandran and K. mths offered themselves for re-appointment. V. Prem Watsa has expressed his desire not to seek re-appointment as a Director as his maximum Assets permissible tenure of eight years as a non-executive Director of the Bank would end on January 28, 2012. A Resolution 18,706.88 Cash & Balances with RBI 20,906.97 27,514.29 17,536.33 29,377.53is proposed to the Members in the Notice of the current AGM to this effect and also not to Balance with Banks, 13,183.11 11,359.40 12,430.23 8,663.60 18,414.45 fill up the vacancy caused by the retirement of V Prem Watsa at this Money at Call meeting or any adjourned meeting thereof.
Advances
AUDITORS
216,365.9 181,205.6 218,310.8 225,616.0 195,865.6 0 0 5 8 0 134,685.9 120,892.8 103,058.3 111,454.3
InvestmentsThe
91,257.84 auditors, S.R. Batliboi & Co., Chartered Accountants, will retire 6 0 1 4 Sheshadripuram ensuing Bangalore recommended by the Audit Committee, the Board Page 47 at the College AGM. As has proposed the appointment of S.R. Batliboi & Co., Chartered Accountants as statutory auditors for fiscal 2012. Their appointment is subject to approval of RBI. You are requested to consider their appointment.
PERSONNEL Customer attitude towards Financial service provided by Icici bank As required by the provisions of Section 217(2A) of the Companies Act, 1956, read with Companies (Particulars of Employees) Rules, 1975, as amended, the names and other particulars of the employees are set out in the Annexure to the Directors Report.
The reported high and low closing prices and volume of equity shares of ICICI Bank traded during fiscal 2009 on
APPOINTMENT OF NOMINEE DIRECTORS ON THE BOARD COMPANIES BSE and NSE are set out in the following table:
Erstwhile ICICI Limited (ICICI) had a policy of appointing nominee directors on the boards of certain borrower companies based on loan covenants, with a view to enable monitoring of the operations of those companies. Subsequent to the merger of ICICI with ICICI Bank, the Bank continues to nominate directors on the boards of assisted companies. Apart from the Banks employees, experienced professionals from various Stock price appointed as nominee directors.BANK, HDFC 2011, ICICI fields are comparison between ICICI At March 31, BANK , NIFTY , had 19 nominee directors of whom 16 were employees of the Bank, on Bank IDBIBANK Mobile Banking Our innovations in Mobile Banking have transformed the mobile phone into a personal banking assistant for our customers. Be it simple SMS alerts, service requests using Instant Messaging or the iMobile application, our wide range of Mobile Banking services takes care of our customers varied needs. Today, customers can use their mobile phones not only to check account balances and transfer funds but also to apply for a loan. Our innovative Mobile Banking service takes convenience to a different level by enabling customers to buy flight and movie tickets and also shop for apparels, books and flowers. ATM The ICICI Bank ATM is much more than just a money-dispensing machine. Our state-of-the-art technology has led to redefining convenience for the customer. With newly introduced innovative features, our ATM is now equipped to take care of banking : Icici bank branch profileneeds that go beyond basic cash withdrawal. Today our ATMs offer services such as opening fixed deposits, payment of credit card & utility bills, payment of insurance premium, mobile re-charges and Ultra Management of Branch office in Banglore :Fast Cash which facilitates withdrawal of Rs. 5,000 in a single click.
The Banglore branch of icici Bank was started December 20th of 2007 We providing technology effective services to meet the customer with the aim of have used efficient and to transform our vast network of ATMs to provide and requirements. needs, anticipations greater convenience & efficiency to our customers, thereby
almost making them a network of mini branches. the boards of 34 assisted companies. The Bank has a Nominee Director Cell for maintaining records of nominee directorships. RISK MANAGEMENT FRAMEWORK
Page 48
The Banks risk management strategy is based on a clear understanding of various risks, disciplined risk assessment and measurement
establishedattitude towards Financial service provided by Icici bank Customer for this purpose are continuously benchmarked with international best practices. The Board of Directors has oversight on all the risks assumed by the Bank. Specific Committees have been constituted to facilitate focused oversight of various risks, as follows:
Now the branchCommittee of the Board reviews risk management policies of - The Risk office is managed and headed by Mr. .. The employees the designed relation to to respective departmentsCommittee reviews are Bank in and posted various risks. The Risk according to their seniority and qualifications. various risk policies pertaining to credit, market, liquidity,
operational and outsourcing risks, review of the Banks stress testing framework and group risk management framework. The Committee reviews the risk profile of the Bank through periodic review of the key risk Loan account departmentprofile templates and annual review of the Internal indicators and risk Capital department Saving bank Adequacy Assessment Process. The Committee also reviews the risk profile of department Office managementits overseas banking subsidiaries annually. The Risk Committee reviews the Banks compliance with risk management guidelines Clearing account department Bank of India and of the status of stipulated by the Reserve implementation of the advanced approaches under the Basel framework. The Risk Committee also reviews the stress-testing framework as part of Description about Different departments : the Internal Capital Adequacy Assessment Process (ICAAP). The stress testing frame work included a wide range of Bank-specific and market (systemic) scenarios. : Loan account DepartmentLinkage of macroeconomic factors to stress test Thisscenarios was documented as a part of ICAAP and loans forexercise covers department deals with providing various types The ICAAP the the domestic business related loans, of the Bank, the banking customer namely and overseas operationslease house loans, housing subsidiaries and the loans and education loans.material non- banking subsidiaries. The Risk Committee also reviews the Liquidity Contingency Plan (LCP) for the Bank and the threshold limits.
The bank consist of following departments : Saving Bank Department : credit proposals, the Credit Committee of the - Apart from sanctioning ThisBoard reviews developmentscollecting saving sectors and the Banks department deals with the in key industrial amount from the cuatomer. Theto these sectors as well as interest for the Saving Bank The exposure bank will provide 9.5% to large borrower accounts. Account. Committee also reviews the non-performing loans, accounts under Credit
watch, overdues and incremental sanctions. - The Audit Committee of the Office Management Department Board provides direction to and also Thismonitors the the overallthe internal audit the bank.and also monitors deals with quality of management of function Mainly it is compliance manager. maintained by thewith inspection and audit reports of RBI and statutory auditors. - The Asset Liability Management Committee is responsible for managing liquidity and interest rate risk and reviewing the asset-liability position of the Bank.
Clearing account department : This department deals with reviews conducted by which committees are reported to the A summary of the clearing of cheques these has been given by the customer. For doingregular basis. charges some amount of commission Board on a this activity it charges based on the cheque amount
Policies approved from time to time by the Board of Directors/Committees of the Board form the governing framework for each type of risk. The business activities are undertaken within this policy framework. Independent Sheshadripuram College Bangalore groups and sub-groups have been constituted Page 49 across the Bank to facilitate independent evaluation, monitoring and reporting of various risks. These groups function independently of the business groups/sub-groups.
Compliance Group, Corporate Legal Group, Internal Audit Group and the Customer attitude towards Financial service provided by Icici bank Financial Crime Prevention and Reputation Risk Management Group (FCPRRMG), with a mandate to identify, assess and monitor all of the Banks principal risks in accordance with well-defined policies and procedures. RMG is further organised into Credit Risk Management Group, Market Risk Management Group and Operational Risk
Organization structure of the branch:
Management Group. These groups are completely independent of all business operations and coordinate with representatives of the business units to implement ICICI Banks risk management policies and methodologies. The internal audit and compliance groups are responsible to the Audit Committee of the Board. CORPORATE GOVERNANCE The corporate governance framework in ICICI Bank is based on an effective independent Board, the separation of the Boards supervisory role from the executive management and the constitution of Board Committees, generally comprising a majority of independent/non-executive Directors and chaired by independent/non-executive Directors, to oversee critical areas.
Location of the branch: STOCK OPTION SCHEME EMPLOYEE Icici bank ltd No.150/4 In fiscal 2000, ICICI Bank instituted an Employee Stock Option Scheme Aradhya enclave to enable the employees and Directors of ICICI Bank and its (ESOS) Kbextension Pb road to participate in future growth and financial success of subsidiaries Bangalore 577001 the Bank. As per the ESOS, as amended from time to time, the maximum
Objective of ICICI Bank issued equity shares at the time of the grant, to 0.05% of ICICI Banks
number of options granted to any employee/Director in a year is limited
and the aggregate of all such options is providing end-toOur objective of creating a universal banklimited to 5% of ICICI Banks issued equity shares on required solutions which were end financial services, clearlythe date of the grant (equivalent to 57.59 million shares at April 28, 2011). based on new-generation technology, offered end-to-end functionality and were highly flexible and scalable. Finacle Options granted for fiscal 2003 and earlier years vest in a graded offered all this and much more. manner over a three-year period, with 20%, 30% and 50% of the grants vesting in each year, commencing not earlier than 12 months from the SWOT ANALYSIS: date of grant. Options granted lot fiscal 2004 to 2008 vest >n a graded done over.a four year period, with 20%, 20%, 30% and SWOT analysis ismannerfor a company, to find out its overall Strengths, 30% of the grants and opportunities leading to gauging earlier than 12 Weaknesses, Threats vesting in each year, commencing not the competitive months from the date of grant. Options granted in April 2009 vest in a graded potential of the company. manner over a five year period with 20%, 20%, 30% and 30% of grant vesting each year commencing recognize its of 24 standing and The SWOT Analysis enables a company to from the end marketmonths from the date of grant. adopt strategies accordingly. Here SWOT analysis of ICICI bank is made to
understand the positioning of the bank better
STRENGTHS
Options granted in April 2010 vest in a graded manner over a four year period with 20%, 20%, 30% and 30% of the grant vesting each year commencing from the end of 12 months from the date of grant.
On the basis of the recommendation of the Board Governance, Page 50 Remuneration and Nomination Committee (BGRNC), the Board at its Meeti held on October 29, 2010 approved a grant of approximately 3.1 million options as a special measure to eligible employees and wholetime Directors of ICICI Bank and certain of its subsidiaries. Each option
face value of Rs. 10 of ICICI Bank at Rs. 967.00 which was the average Customer attitude towards Bank stock on provided exchange during the closing price of the ICICI Financial service the stockby Icici bank six months up to October 28, 2010. 50% of the options granted would vest on April 30, 2014 and the balance 50% on April 30, 2015. The Bank has received approval of RBI for the above grant of options to wholetime Directors of the Bank.
1.BRAND NAME: ICICI Bank has earned a reputation in the market for The Board further at its meeting held on April 28, 2011 approved extending quality services to the market its competitors. It has earned a strong a grant of approximately 4.25 million options for fiscal 2011 to eligible Brand name in banking in a very short span of time.
employees and wholetime Directors (options granted to wholetime Directors being subject has the largest market share of 34% in the 2. MARKET SHARE: ICICI Bank to RBI approval). Each option confers on the employee right to apply according to share of face value the IT & ITES industrya in Hyderabad for one equity our survey (within of Rs. 10 of ICICI Bank atRs. limitation of the sample size.) 1,106.85 which was closing puce on the stock exchange which recorded the highest trading volume in ICICI Bank shares on April 3. HUGE NETWORK: ICICI Bank has the vest over a four year period, with 20%, 27, 2011. These options would highest number of linked branches in the country. The bank operatesrespectively of the of 450 of vesting each year 20%, 30% and 30% through a network grant BRANCHES AND commencing from thus enabling them to serve customer in better over 1800 ATMs across India, the end of 12 months from the date of grant.
way. 4. DIVERSIFIED PORTFOLIO:vesting, whichever is later. The price of the years from the date of ICICI Bank has all the products under its belt, whichoptions granted prior to June 30, 2003 is the closing market price on Help it to extend the relationship with existing customer. ICICI Bank has umbrella of Products to offerrecorded the highest trading volume on the the stock exchange, which their customers, if once customer has date the bank. relationship withof grant. The price for options granted on or after June 30, 2003
Options can be exercised within 10 years from the date of grant or five
Some Products, which ICICI Bank is offering two week period preceding the date of price of the equity shares in the are: Retail Banking trading volume during the two week period. The price for options Business Banking granted on or after July 22, 2004 (other than the grants made on Merchant Establishment Services (EDC Machine) October 29, 2010) is equal to the closing price on the stock exchange Personal loans & Car the highest trading volume preceding the date of grant which recorded loans Demat options. with above disclosure is in line with the SEBI guidelines, of Services The E-Broking Mutualamended from time to time. as Fund (ICICI Bank is the Distributor of all Mutual Fund) Insurance Housingemployee was granted options during any one year equal to or No Loans
till July 21, 2004 is equal to the average of the high and low market
grant of the options, on the stock exchange which recorded the highest
5.SALARY ACCOUNT: One very interesting thing that we have observed in our survey The diluted earnings per snare over other banks in caseof shares on is that ICICI is having an edge :US) pursuant to Issue of Salary Account. Most of the companies are having their Salary Account with ICICI 45.06 in exercise of options calculated in accordance with AS-20 was Rs. even if their Current Account is basicany otherRs. 45.27. The Bank because of a fiscal 2011 against with EPS of Bank. This is mainly recognised the huge network of ATMscost of Rs. 2.9 million in fiscal 2011 based on the compensation and branches of ICICI.
exceeding 0.05% of the issued equity shares of ICICI Bank at the time of the grant.
6. WORKING HOURS: ICICI is on binomial tree model, compensation cost in the value of options based the only bank which is having its working hours fromyear ended Marchone of thewould have been higher by Rs. with million and 8 to 8 which is 31, 2011 major strength of ICICI Bank 905.8 respect to IT & ITES Industry. Astax would have been Rs. 50.60 billion. On a proforma profit after most of the IT & ITES companies are global players andproforma basis, ICICIis in US, so they have to work according to would their Parent company Banks basic and diluted earnings per share their officehave been Rs. 44.47 and Rs.Office time in the morning and some time. Thus some have their 44.27 respectively. have it in the evening so if the working hour of the bank is 8 to 8 it is very convenient CONSERVATION OF ENERGY, TECHNOLOGY ABSORPTION, FOREI for them.
intrinsic value of options. However if ICICI Bank had used the fair
EARNINGS AND OUTGO, UNDER SECTION 217(1)(e) OF THE COMPA The provisions of Section 217(1)(e) of the Companies Act, 1956 relating to conservation of energy and technology absorption do not apply to the Bank. The Bank has, however, used information technology extensively in
Customer attitude towards Financial service provided BY MINISTRY OF COR IMPLEMENTATION OF CIRCULAR ISSUEDby Icici bank ON GREEN INITIATIVES IN CORPORATE GOVERNANCE
The Bank has implemented the Green Initiative as per Circular No. 17/2011 dated April 21, 2011 and Circular No. 18/2011 dated April 29, 7. TREASURY DEPARTMENT: ICICI is the only bank which is having its 2011 issued by the Ministry of Corporate Affairs to enable electronic treasury department especially for Hyderabad Customers. So customers can get delivery of notices/documents and annual reports to shareholders.
the best rates for foreign exchange.
DIRECTORS RESPONSIBILITY STATEMENT 8. AGGRESSIVE MARKETING: ICICI Bank is known for its aggressive marketing of its products. Recent Endorsement of its product by AMITABH The Directors confirm: BAHCHAN proves the same. This gives ICICI an edge over other banks. 1. that in the preparation of ICICI Bank has adopted a policy of 9.TECHNOLOGY: From its inception, the annual accounts, the applicable accounting standards and been followed, along with proper its selecting Internationally proven have specialized Packaged Systems for explanation technology.relatingBank technology platform has been acknowledged globally ICICI to material departures; as one of the best in Terms of robustness, flexibility and cost efficiency. ICICI 2. that they have selected such accounting policies and service Bank is in a position to leverage this platform to further build cost andapplied them consistently and made judgements and estimates that are reasonable and advantage. prudent, so as to give a true and fair view of the state of affairs of the Bank at the end of the financial year and of the profit or loss of the Bank for that period;
WEAKNESS
1. TRANSACTION COST: ICICI Bank charges high cost for its the provisions of of adequate accounting records, in accordance with transactions. Through our data analysis we have find out that most of the small companies for the Banking Regulation Act, 1949 and the Companies Act, 1956 prefer nationalized banks the assets of the Bank and for preventinggroup has safeguarding only because of this cost factor. Also the and detecting found out that there are companies which are going for multi bank system i.e. fraud and other irregularities; and they are using only those facilities of ICICI Bank which are provided at cheaper rates (readthey have prepared the annual accounts theya are going to 4. that Salary Account) and for other services on going concern nationalize basis. and MNCs (read Forex). So there exists a huge potential for banks ICICI Bank if they are ready to make their transaction cost flexible.
3. that they have taken proper and sufficient care for the maintenance
ACKNOWLEDGEMENTS
2.FOCUS ONLY ON HIGH END CUSTOMERS: The bank targets only the overseas regulators for their continued cooperation, support and top bracket of clients and does not cater to the needs of small customers. Due to guidance. ICICI Bank wishes to thank its investors, the domestic and this reason international sometimes loose good clients.agencies and stock exchanges the bank may banking community, rating
ICICI Bank is grateful to the Government of India, RBI, SEBI and
for their support. ICICI Bank would IN LENDING: ICICI Bank has a defensive 3. DEFENSIVE APPROACHlike to take this opportunity to express sincere approach inthanks toMainly to IT & ITES companies Bank do not provide loan lending. its valued clients and customers for their continued patronage. not Directors express bank hesitate in of appreciation as these companies are Thehaving collaterals sotheir deep sense giving loans to of all of this policy whose outstanding professionalism, commitment and them. Becausethe employees,companies prefer nationalized banks and ICICI initiative has made the organisations Bank in turn sometimes loose potential customers. growth and success possible and continues to drive its progress. Finally, the Directors wish to express their gratitude to the Members for their trust and support. For and on behalf of the Board
K. V. Kamath May 13, 2011
Chairman
4. LITTLE PRESENCE OUTSIDE INDIA: ICICI Bank is having little presence Outside India, because of which companies are preferring MNC Bank, mainly Citibank. So if ICICI Bank tries to emerge outside India then it has a huge potential of customers.
5. POOR CUSTOMER CARE/SERVICE: With its aggressive marketing ICICI Bank is rapidly increasing its customer base. They are not however, increasing the number of employees accordingly. This is leading to deterioration of the standard of customer service.
OPPORTUNITIES 1. NEW IT & ITES COMPANIES: IT & ITES sector is on a boom in the Indian market context, with new companies mushrooming in the market; it opens the door for ICICI bank to capture the huge untapped market.
2. Dissatisfied Customers of Other Banks: The group from its survey and analysis of IT companies have found out that there are many companies which are not satisfied with its current bank, so ICICI with its superior service quality and long working hours can capture those customers.
3. Remittances: From the analysis group has also found out that ICICI bank has very little presence as far as the EEFC account is concerned. Companies prefer to bank with MNCs (which have greater presence in the foreign countries) and nationalized banks (which according to the companies provide lower transaction rates) to get their inward remittances in spite of ICICI being providing one of the most competitive rates. So the bank can promote its EEFC account better and get the key to the door of huge potential market.
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4. Business advising for smaller Players: The analysis has also indicated that the concept of business advising though very popular with the higher end players is virtually nonexistent in the lower end of the market. ICICI should take this opportunity to provide Business advising to the smaller companies at competitive rates and try to take the first mover advantage.
THREATS 1) Advent of MNC banks: Large numbers of MNC banks are mushrooming in the Indian market due to the friendly policies adopted by the government. This can increase the level of competition and prove a potential threat for the market share of ICICI bank. 2) Dissatisfied Customers: The analysis indicated that though most of the companies are satisfied with the products offered by ICICI bank but the poor customer support/ service is creating a lot of dissatisfaction among the
customers, this can prove to be a serious problem as far as the market reputation of the bank is concerned and cane be a major threat in future business acquisition.
3) Ever improving nationalized banks: With PSU banks like SBI going all out to compete with the private banks and government giving them a free hand to do so, it can prove to be serious threat for banks like ICICI.
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Chapter -4
PRODUCT PROFILE
Accounts & deposits Loans Credit cards & debit cards Investments Mutual funds Insurance Wealth management service
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Products & services Accounts & Deposits

ICICI Bank has designed a gamut of accounts and deposits to cater to your unique banking needs. Add this extensive branch & ATM network and facilities like mobile, phone, internet and doorstep banking, and experience banking at its best.
Savings Account
An ICICI Bank Savings Account offers you a valuable banking experience.
Money Multiplier Facility Debit-cum-ATM Card Internet Banking Customer Care Mobile Banking Standing Instructions Nomination facility DD Call and Collect Money Multiplier Facility - Get higher returns and liquidity on
surplus funds in your account, with the money multiplier facility. .

Debit-cum-ATM Card - Now access your money from anywhere ,
with cash withdrawal across ATMs and direct purchase facility at Visa/Master POS ( Point of Sale ) machine in most stores.
Internet Banking - Do all the banking transactions conveniently. Customer Care - Get easy assistance 24- hours, on any query related
to account or to give any instructions, with their Customer Care facility.

Mobile Banking - Now transfer funds or know customer account
balance, by simply using your mobile phone's SMS, WAP or I-Mobile services.
Standing Instructions - Automate customer regular transaction and
save time,
Nomination Facility - Pass on benefits of Customer account proceeds
to loved ones with icici nomination facility.

DD Call and Collect - No more waiting time to collect a Demand
Draft or Pay Order.
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 payments can be a drain on
finances and hence large investments may seem a plan away.

processing recurring payment through our recurring billing software that
keeps track of customer investments with icici. This can be easily availed of through a recurring account online that comes with letting us serve customers through Internet banking. Customer may even transfer funds through Internet banking into theirrecurring account. A recurring account transfer gets done in seconds through Internet banking.
Features
With icicirecurring deposits any one can avail a host of facilities with
ICICI Bank. Customer may check on recurring account receivable, recurring account payable, recurring account fees and all recurring debit account transactions.
A recurring deposit account with ICICI Bank allows a loan against the
deposit. icici new recurring deposit account also has a special feature Non-applicability of Tax Deduction at Source (TDS).
The minimum balance of deposit is Rs.500 per month and thereafter in multiples of Rs.100. The tenure ranges from 6 months to a maximum period, recurring deposit of 3 months thereafter.
The recurring deposit comes with a nomination facility
Salary Account
ICICI Bank Salary Account is a benefit-rich payroll account for Employers and Employees. As an organization, can opt for icici Salary Accounts to enable easy disbursements of salaries and enjoy numerous other benefits too. With ICICI Bank Salary Accounts employees will enjoy the convenience of : Having the largest network of ATMs at their command. Free 24 hour Phone Banking. Free Internet Banking.. ICICI Bank Salary Accounts benefits in more than one ways:Reduces your paperwork. Saves remittance costs. Employees receive instant credit of salaries. More convenient than ECS. Besides all of the above, employees will automatically become ICICI Bank account holders with special benefits and privileges of 8-8 banking, Investment advisory and much more. ICICI Bank also has a special offering: Defense Banking Services designed exclusively for the armed forces.
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Life Plus Senior Citizen Services

ICICI Banks Life Plus Senior Citizen Services have been designed to empower senior citizens to independently carry out the day-to-day banking transactions with dignity and confidence. These senior citizen benefits are exclusively for customers above 60 years of age. The ICICI Bank Edge Designated Senior Citizens desk for Life Plus customers at all ICICI Bank branches Higher Interest Rates on Term Deposits Overdraft against your deposit
Free collection of outstation cheques drawn on any ICICI Bank location
Special Senior Citizen 'Life Plus' Debit card Money Multiplier Facility Anywhere Banking Internet Banking Customer Care Nomination Facility
Fixed Deposit
Wide range of tenures. Choice of investment plans. Partial withdrawal permitted. Safe custody of fixed deposit receipts. Auto renewal possible. Loan facility available.
Features:
Anyone can deposit any amount of money in our Fixed Deposit for as long as wish between 15 days to 10 years. All fixed deposits come with a set choice of
investment plans. Fixed Rate Deposit accounts also provide Fixed Loans. Reinvestment Fixed Deposit rates do not change but work like a Recurring Debit Account transaction. In other words, Re-investment Plans are compounded over traditional deposits and hence are more lucrative over different time periods.
Benefits:
Fixed Deposits at ICICI Bank comes with nomination facility. icicialso offer online access to Fixed Deposits through icici Internet Banking channel. Internet Banking at ICICI Bank allows connecting customer Credit Card, Loan and their Fixed Deposit with their savings account. In re-investment deposits, the interest is compounded quarterly and reinvested with the principal.Traditional term deposits provide tax shelter and shield you from factors affecting fixed deposits in India over longer periods of fixed time
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.
Eligibility:
Advantage Woman Savings Account can be opened with primary applicant as any resident Indian woman (majors above 18 years).
The ICICI Bank Edge

Zero Balance facility with a RD of just Rs. 2,000**. A Special International Woman's Debit card along with the account with a withdrawal / spending limit of Rs. 25,000 per day. Gamut of discounts and benefits on your Special Woman's Debit card.
Free multi-city cheque book.
Free quarterly physical account statement and free monthly email statement (on customer request). Online Bill Pay facility by issuing a one-time standing instruction. Multi channel access through ATM, Branch network and free Internet, mobile and phone banking. Nomination facility available.
Freedom Savings Account:

ICICI Bank Freedom Savings Account puts powerful Instabanking services at your fingertips, to help meet the needs of your busy lifestyle. (Our branches have extended banking hours) .Our nationwide network of over (4750) ATMs and (1400) branches ensure you are on top of your banking wherever you go. Add to this, our 24 x 7 Internet Banking and Mobile Banking, and people are set for a whole new way of banking. The ICICI Bank Edge
Debit-cum-ATM Card - Withdraw cash from any ATM or pay for your
shopping or purchases with your ICICI Bank Debit-cum-ATM Card at millions of establishments across India.
Money Multiplier Facility - Get the liquidity of a Savings Account coupled
with high earnings of a Fixed Deposit. Any idle money in your savings account is transferred to the linked fixed deposit. Thus you earn higher interest and at the same time enjoy liquidity.
Internet Banking - Access your account from home or office, transfer
funds, pay bills, pay for your online ticket booking and more.
Customer Care - Our 24-hour Customer Care is always available to answer
any query or take your instructions.
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Mobile Banking - Put the bank in your pocket with iMobile, our
revolutionary new mobile application. You can also do routine banking transactions via SMS requests,
Standing Instructions - Set up a Standing Instruction to manage regular
payments like transfers to your Fixed or Recurring Deposit account.

Nomination Facility - Nominate a person as beneficiary to your account
proceeds.
DD Call and Collect - Call Customer Care, provide details of the DD to be
prepared and collect it ready and signed at the branch.

Anywhere Banking - Withdraw or deposit cash across all ICICI Bank
branches.
You need to maintain an average quarterly balance of Rs.10,000; Non
maintenance of the minimum average quarterly balance attracts a fee of Rs. 750 per quarter plus transaction charges. Interest payments are made halfyearly into your account.
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.
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Family Banking
Family Banking provides you with the following benefits: Access to superior benefits for the entire family Family Banking makes the 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 one of the accounts.
Lower minimum balance requirement at individual customer level The minimum Quarterly Average Balance (QAB) required to be maintained at the Family ID level is much lower than the QAB required to be maintained at the individual CUST ID level by each of the family members to avail of the same product benefits.
Flexibility to maintain balances across account

Customer now have the flexibility of maintaining the required minimum
balance in any one (or more) of the accounts that members of your family hold with ICICI Bank. Single Family Bank All your banking needs can now be catered to by a single 'Family' bank.
Young Stars
At Young Stars, icici will guide your child through the world of banking from checking the childs savings account balance to guiding through fun
zones and special pages on the Internet Banking channel. It makes banking a pleasure andteaches your child to manage his or her personal finances through a savings account. You can transfer pocket money into your child's account. You can even shop with him / her at Young Stars Shopping Page. You can also 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.
Key Features
Open a Kid's Savings Account, Fixed Deposit or a Recurring
Deposit.
The minimum average balance for a Savings Account Is Rs.2,500. Free personalized Cheque Book
Internet Banking. Free International Debit Card*.

Daily withdrawal and spends of up to Rs.2,500.
Transfer Funds Facility.
Eligibility:
ICICI Bank Young Stars Account is a banking service for children in the age group of 1 day-18 years. It is essential for the parent/guardian to also hold an account with ICICI Bank. In event of the parent/guardian not holding an ICICI Bank Savings Account, both the accounts (parent's
Saving Account and Young Star Account) can be simultaneously opened.
Resident Foreign Currency (Domestic) Account

You can buy travellers cheques, foreign currency in cash and foreign currency demand draft for your expenses overseas. If you are a frequent traveller, 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) Benefits of ICICI Bank RFC (D) Account Saving in commission charges, as you can withdraw foreign currency when you want without any conversion charges. Facilitates your payments for foreign travel expenses. No ceiling on deposits. Convenient and value-added banking. Protection to your money from valuation risks due to exchange rate fluctuations. No ceiling on the maximum amount of deposit in the account
Loans
ICICI Bank offers wide variety of Loans Products to suit customer 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.
One of the primary functions of a bank is to grant loans. Whatever money the bank receives by way of deposits it lends a major part of it to its customer by way of loan. Interest received on such loans is the major source of its income. The bank makes a major contribution to the economic development of the country by granting loans to the industrial and agriculture sector.
Home Loans Personal Loans Car Loans Loans against Securities Two Wheeler Loans Commercial Vehicle Loans Construction Equipment Loans Pre-approved Loans Flexicash Home Loans:
The No. 1 Home Loans Provider in the country, ICICI Bank Home Loans offers some unbeatable benefits to its customers - Doorstep Service, Simplified Documentation and Guidance throughout the Process. It's really easy! Some of the other key benefits of availing of a Home Loan from us are: Attractive Interest Rates Wide range of Home Loan options to choose from Loans starting from Rs. 2 lac** Term of loan up to 20 years Wide range of approved projects to choose from
Changes in Floating Reference Rate (FRR)

Interest rate on ICICI Bank Home Loans is linked to the ICICI Bank Floating Reference Rate (FRR/PLR). ICICI Bank FRR has been reduced by 50 basis points (i.e. 0.50%) with effect from June 4, 2009. Thus, the FRR has been reduced from 13.25% to 12.75%. ICICI Bank PLR has also been reduced by 50 basis points (i.e. 0.50%) with effect from June 04, 2009. Thus, the PLR has changed from 15.25% to 14.75%.
Accordingly, the Home Loan floating rate of interest has been reduced by 0.5% (50 basis points
Personal Loans
Key Benefits of ICICI Bank Personal Loan
Loan up to Rs. 10 lakhs
No security/guarantor required Faster processing. Minimum documentation Attractive rates of interest Flexible repayment option of 12-48 months
ICICI Bank may, at its sole discretion, utilise the services of external service provider/s or agent/s and on such terms as required or necessary, in relation to its products.
CAR LOAN
The most preferred financier for car loans in the country. Network of more than 1000 channel partners in over 200 locations.Tie-ups with all leading automobile manufacturers to ensure the best deals.
The Most Preferred Financier for Car Loans in India Turn your dream into reality. Own that new car you have always desired, with a little help from us. We offer loans up to 90% of the ex-showroom price of the car. Our interest rates would pleasantly surprise you. What's more, you can take up to 5 years to repay the loan
Loans against Securities

Loans against Securities offers instant liquidity. You dont have to sell your securities. All you have to do is pledge your securities in favour of ICICI Bank. they will then grant you an overdraft facility up to a value determined on the basis of the securities pledged by you. A current account will be opened and you can withdraw money as and when you
require. Interest will be charged only on the amount withdrawn and for the time span utilised. This facility is available against the following securities Demat Shares. Mutual Funds Units. Fixed Maturity Plans (FMP). Exchange Traded Funds (ETF). Insurance Policies. Bonds. NSC/KVP.
Commercial Vehicle Loans

icicihas extended products like funding of new vehicles, finance on used vehicles, top up on existing loans, working capital loans & other banking products. They have a range of services on existing loans,as are listed below.
Commercial Vehicle Loans : Reaches you through more than 120 locations across the country Range of products under one umbrella. Funding for trucks, buses, tippers, light commercial vehicles and small commercial vehicles. Products including funding for new vehicles, finance on used vehicles and top up on existing loans. Preferred financier status with all leading manufacturers. Simple documentation processes.
Quick turn around time.
Flexible financing solutions to meet individual requirements.

Construction Equipment Loans

icici provide extended products like funding of new equipments, finance on used equipments, top up on existing loans etc. icici has a range of services on existing loans as well; listed below. Reaches you through more than 120 locations across the country Range of products under one umbrella. Funding for excavators, backhoe loaders, cranes, higher end construction equipments etc. Products include funding for new and used equipments. Top up on existing loans also available. Catering to wide variety of equipments required by mine owners, road contractors and builders. Simple documentation processes. Quick turnaround time. Flexible financing solutions to meet individual requirements.
Pre-approved Loans
Easy Loans / Credit Cards available now from ICICI Bank Applying for a Credit Card or getting your loan sanctioned online just couldn't get any easier! Simple application process, quick processing, and you can now do it all from the comfort of your office or home. Experience ICICI Bank's hassle free 24X7 Online Credit Card and Loan Application facilities. Whether its that car you always wanted, a new home, or anything else you need, Exclusive Feature:
Simple online application procedure. Fast Processing. Apply from the comfort of your office or home 24 X 7. Almost zero paperwork.
CARDS:

Credit cards Debit cards Prepaid cards Commercial cards
Credit cards
Credit Cards give you a smart way to shop, and offer you flexibility and convenience in managing your finances. ICICI Bank credit cards provide a host of exciting offers and benefits such as low interest rates, rewards programs, and a high credit and cash limit. We offer different types of credit card to suit the different needs and requirements for added features
Debit cards
HPCL Debit Card
ICICI Bank and HPCL bring you the HPCL Debit Card - a debit card designed with your convenience in mind. Simply hand it over at any HPCL pump and save on your fuel purchases. In fact you can use the card for all your shopping, dining and travelling needs; so, you spend with total control.
ICICI Bank HPCL Debit Card Benefits
High withdrawal limit & transaction limit You enjoy a per-day transaction limit of Rs.25,000 each for ATM withdrawals as well as for POS transactions
Online transactions.
You can use your ICICI Bank HPCL Debit Card on the internet for buying travel or movie tickets, paying your bills and much more. All you need to do is register yourself for Verified by VISA". Online transaction limit per day for ICICI Bank HPCL Card is Rs. 25,000.
Woman's Debit Card

A Debit Card specially designed for the woman of today! Packed with conveniences every woman will cherish. Avail attractive discounts for shopping, dining and more while you continue to enjoy all the benefits that are yours with the ownership of an ICICI Bank Debit card.
ICICI Bank Woman's Debit Card Benefits:

High withdrawal limit & transaction limit Sheshadripuram College Bangalore Page 71
Enjoy a high cash withdrawal limit of Rs.25,000 per day and transaction limit of Rs.25,000 per day. Insurance# Air Accident insurance of Rs. 50000, personal accident insurance of Rs. 50000 and purchase protection of Rs. 25000,
Silver Debit Card
ICICI Bank Smart Shopper Silver Debit Card Benefits

Withdrawal limit & transaction limit
Enjoy a high cash withdrawal limit of Rs. 25,000 per day and transaction limit of Rs. 25,000 per day. Online transactions You can use your ICICI Bank Smart Shopper Silver Debit Card on the internet for buying travel or movie tickets, paying your bills and much more. All you need to do is register yourself for " Verified by VISA". Online transaction limit per day for ICICI Bank Smart Shopper Silver Card is Rs. 25,000
Prepaid cards PayDirect Card
.
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The PayDirect Card is a magnetic-strip-based reloadable Prepaid Card that addresses the concerns of an enterprise for payment of salaries, reimbursements, commissions and incentives to its employees/associates. With this card, the cardholder can withdraw funds from ATMs and make purchases at merchant outlets having Point of Sale (POS) machines. The card features can be customized as per the requirements. The PayDirect Card is the ideal alternative to traditional payroll cheques, which also helps your business increase efficiency and builds employee loyalty.
Meal Card
ICICI Bank is delighted to introduce the ICICI Bank Meal Card - the card that offers the ease and convenience of providing employees with meal allowance on a card platform. The ICICI Bank Meal Card gives access to more than 50,000 merchant establishments across India. This frees employees from the hassles of carrying extra cash, the correct change or cumbersome meal vouchers. The card can be used like any debit card or credit card at any Food & Beverage point-of-sale terminal where Visa cards are accepted. The ICICI Bank Meal Card Programme, backed by the international reputation and extensive network of Visa, is a user-friendly and convenient method of disbursing meal allowances to employees on a monthly basis. Not only does it distribute meal allowances seamlessly, but with the user-friendly Internet-based query-and-reporting tool, it also enables effective monitoring of expenses and management of costs.
Gift Card
Designed as the perfect solution for every gifting occasion for your company, the ICICI Bank Gift Card takes the hassle out of finding the right gift by letting the receiver himself choose exactly what he wants. It gives gifting the personal touch that every company desires. What's more, the Gift Card is available in any denomination of your choice, from a minimum of Rs.500 to a maximum of Rs.50, 000.
Commercial cards
Corporate Platinum & Gold Cards
The ICICI Bank Corporate Card Programme delivers greater control, enhanced efficiencies and higher savings to your company. The program combines the power of a corporate card with on-line reporting capabilities and dedicated account management. Benefits
Enhanced Spends Visibility Better tracking and compliance Company defined Spend Limits
Management Information reporting and programme management.
Purchase Cards
ICICI Bank Purchase Card: A solution to payment needs ICICI Bank's Corporate Purchasing Solution is designed to address the nonstrategic, low value purchases that consume 80% of a company's transaction volume. Through a Purchase Card, all such purchases can be combined into a single cheque payment. This payment can be made to the Bank every month.
The Purchase Card works as per the 80-20 principle. This means that it is relevant for transactions that comprise of 20% of a company's purchases in terms of value, but due to their frequent nature, end up as 80% of the company's transaction volume. This also means it consumes 80% of administrative time and cost. A company's indirect expenses, typically figures into the space mentioned below. Typical examples of these indirect expenses are: Office supplies, Maintenance, Repair, Operation Services Air & hotel bookings Telecommunication Courier services Car rentals
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The Purchase Card simplifies and streamlines all such expenses. These recurring payments are simply made through the card during the billing cycle, and by the due date, the company makes one single payment to the bank. In addition, the company can avail of various MIS reports, through Visa Information Source and MasterCard's Smart Data Online. Various categories of reports would be available to a Purchase Card user; a few of these are as listed below: Spend analysis Travel management Exception reports Program administration
Features No issuing fee or annual fees Interest free credit of up to 50 days for the corporate Worldwide acceptance Dedicated team to sign up your vendors On line reporting tools for proactive spend management and control Variety of billing and payment options through cheque, internet and auto-debit Flexible limits and controls to help manage spending and ensure compliance to company policy Benefits: To the Corporate:
Sheshadripuram College Bangalore Scalable solution and automated payment processing at noPage 76 cost.
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Investments:
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. All Investment in ICICI Bank Tax Saving Bonds issued upto March 2005 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 Investments Through ICICI Bank ICICI Bank Mutual Funds services aim at helping you design the ideal portfolio for your investment requirements. At ICICI Bank, we help you identify the appropriate mix of Mutual Fund schemes on the basis of asset allocation strategies. Invest in various schemes of multiple mutual funds with a satisfactory performance record and reap the benefits. Additionally, ICICI Bank Mutual Funds services also equips you with various research reports to help you make an informed decision.
Types of fund : 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.

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IPO
Invest in IPOs Online
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 favoured 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. Reliability 24 Carat ICICI Bank Pure Gold is imported from Switzerland. This Gold carries a 99.99% Assay Certification, signifying highest level of purity, as per international standards. Convenience ICICI Bank Pure Gold is competitively priced based on daily prices in the international bullion market. Currently, gold is available in 2.5g, 5g, 8g, 20g and 50g categories, subsequently other denominations will also be introduced.
Senior Citizens Savings Scheme, 2004

Scheme Details: Senior Citizens Savings Scheme (SCSS) is a Government of India Product. 9% interest offered to depositors.
Since the product is offered by Govt of India, this product is one of the
most Safest Investment Option.

Premature closure of account is possible after one year from the date of
opening the account.(Charges applicable). Advantages of Opening an SCSS Account with ICICI Bank: Large number of Branches.
Facility of Direct Credit of Interest to ICICI Bank Account. In case the investor does not want to avail Direct Credit facility or ECS
facility, 4 Post Dated Cheques will be sent to Investor every year. Account Statement containing the details of Deposit Balance & transactions. Phone Banking Facility (for Queries).
Insta banking :
Mobile Banking
Conducting banking operations using the mobile phone has been fast catching up around the world for its convenience. We have launched mobile services in India to convenience our customers. You can do your banking operations sitting anywhere, anytime. It is discreet, personalised and on your phone. Use it when at a meeting, in a movie hall, while having your Sunday brunch or at any other place you cannot usually expect to get the information you want from your bank. It is an empowering and user-friendly mode of accessing your bank account.
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Eligibility This service is available to the following type of ICICI Bank account holders: Savings Account holders Credit Card holders
Demat Account holders
Loan Account holders
Internet banking:
Internet Banking:
ICICI Bank brings convenience and security to your desktop. Now you can check your account balance, transfer funds, download your account statement, pay bills or even book tickets online, from the comfort of your home or in the middle of a busy day at the office. Explore the power of simpler and smarter Banking whether you are a Banking, Credit Card, Loan or Demat customer.
ATM Banking: Bank 24/7 through a widespread network of ICICI Bank ATMs making life easy and convenient for you. User-friendly graphic screens and easy to follow instructions available in a choice of local languages, makes ATM Banking with ICICI Bank a smoother experience iMobile: ICICI Bank's iMobile is a breakthrough innovation in banking that allows you to transfer funds, make your credit card payments, pay utility bills, check your balance and do lots more, for free. So why wait anymore. Just download the iMobile application on your phone by sending us an SMS and experience iMobile. IVR Banking: Find answers to all your banking needs from your phone. ICICI Bank's Instant Voice Response (IVR) Banking is free of
charge, fully automated and at the same time user-friendly. Just having an ATM PIN for your account and credit card ensures that your transactions are secure
Domestic 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. At ICICI Bank NRI services, they help the customers to determine which types of funds customers need to meet their investment goals. This may include the following types of funds:
1. Debt: Liquid schemes, Income schemes, G-sec schemes, Monthly
Income Schemes etc.

2. Equity: Diversified Equity Schemes, Sector Schemes, Index Schemes
etc.
3. Hybrid Funds: Balanced Schemes, Special Schemes - Pension
Schemes, Child education Schemes etc.
The wealth manager helps people to identify an appropriate mix of Mutual Fund schemes for their portfolio using asset allocation strategies. People can invest in various schemes of multiple mutual funds with decent performance record.
Why to Invest?
1) Professional Money Management and Research: Mutual funds are
managed by professional fund managers who regularly monitor market trends and economic trends for taking investment decisions.
They also have dedicated research professionals working with them who make an in depth study of the investment option to take an informed decision.
2) Risk Diversification: Diversification reduces risk contained in a
portfolio by spreading it. It is about not putting all the eggs in one basket. As mutual funds have huge corpuses to invest in, one can be part of a large and well-diversified portfolio with very little investment.
3) Convenience: With features like dematerialized account statements,
easy subscription and redemption processes, availability of NAVs and performance details through journals, newspapers and updates and lot more; Mutual Funds are sure a convenient way of investing.
4) Liquidity: One of the greatest advantages of Mutual Fund
investment is liquidity. Open-ended funds provide option to redeem on demand, which is extremely beneficial especially during rising or falling Markets.
5) Reduction in Costs: Mutual funds have a pool of money that they
have to invest. So they are often involved in buying and selling of large amounts of securities that will cost much lower than when customers invest on their own.
6) Tax Advantages: Investment in mutual funds also enjoys several tax
advantages. Dividends from Mutual Funds are tax-free in the hands of the investor (This however depends upon changes in Finance Act). Also, capital gain accrued from mutual funds investments for period of over one year is treated as long term capital appreciation and is taxed at a lower rate of 10% without benefit of indexation or 20% with benefit of indexation.
7) Other Advantages: Indian Mutual fund industry also presents
several other benefits to the investor like: transparency - as funds have to make full disclosure of investments on a periodic basis, flexibility in terms of needs based choices, very well regulated by SEBI with very strict compliance requirements to investor friendly norms. Where to Invest? : ICICI Bank has tied up with several Mutual Funds so as to provide customers the convenience of Varied Investment.
People have a choice to invest with the top 17 AMCs in India offering around 300 schemes. Advantages of Mutual Funds: The advantages of investing in a Mutual Fund are: Professional Management Diversification Convenient Administration Return Potential Low Costs Liquidity Transparency Flexibility Choice of schemes Tax benefits Well regulated
INSURANCE LIFE INSURANCE:

Investment and Saving Plans
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Endowment policies are a good way of putting aside the savings today for a future goal - whether it's to buy a house in India or fund the entrepreneurial vision. ICICIs savings-oriented policies are designed to make the savings grow and have them available to the customers at the end of a fixed number of years or through the term of the plan.
Life Time II
unit linked plans that meets the changing needs over a lifetime. These solutions have been developed to meet the savings, protection and investment needs at every stage in life.
Presenting Life Time & Life Time II
Protection -Choose a specified level of protection (available only with LifeTime). - Two levels of Sum Assured to choose from (available only with LifeTime II). - Flexibility to increase or decrease the sum assured. - Add-on riders to protect clients against any eventuality.
Saving:
- Flexibility to increase or decrease your contribution. - Facility of Premium Holiday, wherein the policy continues even if there is a temporary break in the payment of annual contribution (available only with LifeTime). - Facility of Automatic Cover Continuance, wherein the policy continues even if there is a temporary break in the payment of annual contribution (available only with LifeTime II). - Facility to top-up the investment any time customers have surplus funds.
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- Additional allocation of units on a periodic basis. - Loans against the policy. Investment: - Choose from among four funds, based on the investment objective and risk appetite. -- Choice to switch between investments options (4 free switches every policy year).
Invest shield Gold

A unit-linked insurance plan with an assurance of Capital Guarantee, which offers the benefit of a limited premium payment term.An ideal plan for protection with wealth creation that offers the flexibility of a limited premium paying term. - Flexibility to choose a premium payment term of 5, 7 or 10 years for a maturity term of 10, 15 or 20 years respectively. -Flexibility to choose a specific level of protection (Sum Assured), based on a multiple of the annual premium. - At the end of the term (maturity), the higher of the value of units or the guaranteed value* is paid. On death, Sum Assured along with the higher of value of units or the guaranteed value is payable. - Additional credits payable as a percentage of the initial annual premium are paid along with the death or maturity benefit. - Facility to make withdrawals from the 6th policy year onwards till the end of the policy term. Every year withdraw up to 10% of the value of units. - Flexibility to make additional investment with the help of the top-up facility. - Flexibility to increase / decrease the annual premium amount - Total transparency with the premium allocations, and other charges declared upfront.
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The guaranteed value of the unit fund is the value of all invested premiums (premiums net of all charges) along with the declared bonus interests.
Premier Life:
The key features of the plan are: - Limited premium payment option: Choose from among a 3, 5, 7 or 10 year premium paying term. - Choice of sum assured: Choose a sum assured, which is a minimum multiple of 1 and a maximum multiple of 25 times the annual contribution. - Additional allocation of units on a periodic basis. - Facility to top-up the investment any time customers have surplus funds. - Choose from among four funds, based on the investment objective and risk appetite. - Choice to switch between investments options (4 free switches every policy year). - Flexibility to decrease the sum assured. - Add-on riders to protect against any eventuality. - Loans against the policy.
Retirement Plans
Many of the customers picture themselves enjoying the fruits of their labour after retirement - going on a dream vacation, or helping our child's career take wing. Financing all this will depend on their personal savings and investments, so its important to save for the future from today. These retirement plans are designed to help customers systematically save, so that they can enjoy all the things they have dreamed of when they retire.
Life Time Pension-II
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Life Time Pension II gives the freedom to choose the amount of premium, and invest in market-linked funds, to generate potentially higher returns. On the future retirement date, the accumulated value of the units will be used to purchase an annuity - to provide clients with regular income for life. Power to choose the protection level: Choose from either a Zero sum assured or a sum assured, which will be equal to the product of annual contribution and term. Power to choose the retirement date: Take advantage of market movements by choosing a vesting age between 45 - 75 years of age. Power to increase your investments: Use your surplus funds to top-up the investments during the deferment period. Power to invest in a plan based on the priorities: Choose from among four funds, based on investment objective and risk appetite. If at a later stage the financial priorities change, clients can switch between the various fund options, absolutely free, 4 times a year. Power to increase / decrease your contribution: Based on the requirements, increase or decrease the contribution.
Child Plans
As a responsible parent, people want to ensure a hassle-free, successful life for their child. However, life is full of uncertainties and even the best-laid plans can go wrong. Smart Kid Education Plans are designed to provide flexibility and to safeguard the child's future education and lifestyle, taking all possibilities into account. Smart Kid Child Plans has a bouquet of three products which can help the clients secure their child's education.
- Unit-linked Regular Premium - Unit-linked Single Premium - Regular Premium Smart Kid
GENERAL INSURANCE:
Rishtey Health Insurance - for the parents and other family

members in India
2 Years comprehensive medical cover for family
Advanced treatment covering technologically advanced surgeries
Re-imbursement of return Air Fare
Nursing care benefit and free health checkups with 'Cashless' benefit
Overseas Travel Insurance - for the parents and other family

members visiting abroad Covers both structure and contents of home Provides protection against natural and manmade calamities Protection against fire, burglary, gas cylinder, seepage etc. Avail 25% discount on 5 year and 15% discount on 3 year policy
Car Insurance- for the four-wheelers in India

Transfer no claim bonus (NCB) Cashless claims facility No Documentation. Instant Policy issuance Also covers PA and third party legal liability
Two-wheeler Insurance - for the two-wheeler in India

No documentation. Instant policy issuance
Effective cover against theft and insurance Guaranteed safety for yourself and your two wheeler
Lightening fast claims service No documentation. Instant policy issuance Effective cover against theft and insurance Guaranteed safety for client & its two wheeler Lightening fast claims service
Student Medical Insurance - for staying abroad during studies

Pay in Rupees, save in Dollars Plan meets foreign universities insurance requirements No documentation. No health check-up. Instant policy issuance Policy is renewable for the second year
Home Safe+ Insurance- for the most prized possession, Home

Secure home and the loan against it Loan Liability cover exclusive to ICICI Bank Home Loan customers Critical Illness, Accidental Death and Disablement Benefit Protect Home - Structure
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Wealth Management:
Wealth is the result of a recognized opportunity. ICICI bank understand this and they work with customers to plan and manage their financial opportunities prudently. Not just that, the bank also extend a host of services so that customers can remain focused on immediate objectives while the bank take care of all the wealth management requirements. TEAM: A perfect partnership is about similar perspectives Goals, challenges, milestones. What drives customers, drives ICICI too. That' s why the bank have put together a team of determined and seasoned professionals who not just assist customers in their requirements, but also partner closely in the growth to bring the dreams to fruition. Dedicated Wealth Manager A dedicated Wealth Manager is central to an ICICI Bank Wealth Management relationship and is the face of the Bank. In fact he/she will be customers personal guide to the possibilities of Wealth Management, and will work closely with clients in achieving their financial goals. Customers will also have access to a Customer Service Manager/Officer, who will complement their Wealth Manager. Expert minds to give expert solutions The Wealth Manager is only a part of the larger team which ensures that the money works harder. Working silently behind the scenes is a team of product experts. These handpicked experts have a wealth of financial experience under their belt and will assist customers in their decision-making process. PORTFOLIO BUILDING:
The investment process starts with understanding customer their background, investment objectives, risk tolerance and existing investment pattern. A comprehensive Client Profiling exercise helps the bank in evaluating customers risk appetite and understanding their investment objectives, which are kept in mind while building their portfolio.
Investment Planning
Based on the customers investment goal, wealth requirements, investment horizon and risk profile, the bank construct a suitable asset allocation plan for the clients. During this exercise, the bank also evaluates and realigns their existing investments as per the suggested asset allocation, in case required by the customers.
Portfolio Construction
From the wide range of investment avenues, the bank construct appropriate solutions to implement clients investment plan and evolve a tailor-made
portfolio for the specific requirements. This would involve execution of investments in debt, equity, structured products or alternative asset classes as per the suggested asset allocation.
Portfolio Maintenance
The bank monitors customers investments and periodically suggest rebalancing in the portfolio for maintaining the asset allocation or aligning their portfolio to changes in macro-economic factors that might affect the investments.
Portfolio Review
As the customers investment preferences or financial goals change over a period of time, the banks reviews their portfolio periodically with the clients to discuss and implement any changes in asset allocation or portfolio strategy. All with a view to keeping the portfolio healthy at all times. Products: Online Trading Mutual Funds Life & General Insurance
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ICICI Foundation for Inclusive Growth
ICICI Limited, India's leading financial services provider, not only give a financial service today announced the launch of a comprehensive socialdevelopment programs
ICICI Foundation for Inclusive Growth(ICICI Foundation) was

founded by the ICICI Group in early 2008 to give focus to its efforts to promote inclusive growth amongst low-income Indian households. icici believe their fundamental challenge is to create a just society one where everyone has equal opportunity to develop and grow. Towards this end, ICICI Foundation is committed to making Indias economic growth more inclusive, allowing every individual to participate in and benefit from the growth process. Icici hold a set of core beliefs and values that defines our pathway towards inclusive growth and guides our five strategic partnerships.
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Vision Icicivision is a world free of poverty in which every individual has the freedom and power to create and sustain a just society in which to live. Mission Icicimission is to create and support strong independent organisationswhich work towards empowering the poor to participate in and benefit from the Indian growth process.
Core Beliefs
ICICI Foundations pathway towards inclusive growth and our five strategic partnerships are guided by several core beliefs: Core belief:Good health and basic education are fundamental prerequisites to achieving inclusive growth. Core belief:While healthy and educated individuals have the capacity to transform their lives, their ability to do so depends on the quality of their access to transformative tools such as finance. Access to comprehensive financial services is therefore an essential part of the development process. Financial services enable individuals and enterprises to allocate their resources most productively by allowing them to better manage risk (e.g. buy insurance) and take advantage of future opportunities (e.g. saving today to build capital for tomorrow). Core belief:For the Indian growth process to be truly inclusive, health, education and access to complete financial markets are necessary but not sufficient.
Ensuring that every individual has the freedom and the power to create and sustain a just society and thereby benefit from the Indian growth process requires additional efforts on the part of civil society and policymakers. Grassroots organizations and regulatory infrastructure, for example, must be strengthened to ensure that the market does not exploit marginalized sectors of the population or the environment. ICICI Foundation supports five strategic partners working in the areas ofprimary health, elementary education, access to finance, civil society strengthening&environmental sustainability.
ICICI Foundation received Rs.617.80 million from the following sources as grants:
Source (January 4, 2008 March 31, 2009) ICICI Bank ICICI Prudential Life Insurance ICICI Lombard General Insurance ICICI Securities ICICI Securities PD ICICI Home Finance ICICI Venture Amount (Rs. million) 500.00 67.72 17.12 14.98 6.99 1.99 9.00
Total
617.80
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CHAPTER -5
SURVEY ANALYSIS & INTERPRETATION

Introduction Survey analysis
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SURVEY ANALYSIS & INTERPRETATION

Introduction: The survey has helped to secure relevant facts and opinions from respondents in the sample survey. The survey was restricted to Bangalore city only and 50 respondents were contacted and information was gathered by administering structures questionnaire. The analysis is made with help of information gathered from questionnaire. The collected information is fairly summarized and tabulated below. Analysis of survey:
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Table1 1. Classification of the respondents on the basis of sex sex Male Female Total
Source: survey
No. of respondents 42 08 50
Percentage 84 16 100
From the above table it is clear that, out of 50 respondents, 42 are male respondents & 8 are female respondents.
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Table 2 The table showing classification of respondents on the basis of age Age in years below 25 25-35 35-45 45 & above Total
Source: survey
Male 04 10 11 17 42
Female 04 01 02 01 08
Total no... of respondents 08 11 13 18 50
percentage 16 22 26 36 100
The above table shows that out of 50 respondents,16 % of respondents age is below 25 years, there are 4 male respondents & 4 female respondents, 22% of respondents age is between 25-35 years. Out of which 10respondents are male & 1 respondent is female, 26% of respondents belongs to the age group 35-45 years out of them 11 respondents are male & 2 respondents are female . 36% of respondents belong to the age group 45y& above, in which there are 17 male respondents & 1female respondent .
Table 3 The table shows the qualification of customers. Qualification Under graduate Male 09 Female 02 Total no.. of respondents 11 Percentage 22
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Graduate Post graduate Others Total

Source: survey
17 13 03 42
04 02 00 08
21 15 03 50
42 30 6 100
From the above table it is clear that out of 50 respondents, 22% of the respondents belongs to under graduate, there are 9 male respondents & 2 female respondents, 42% of respondents belongs to graduate, out of which 17 are male & 4 are female , 30% of respondents belong to post graduate &out of which 13 are male respondents ,& 02 are female respondents & 6% of respondents belongs to others , out of which 03 are male &non of them female.
Table 4
The table shows the occupation of respondents.

occupation Business Employees Students Professional Agriculture & others total
Source: survey
Male 10 06 06 12 08 42
Female 02 02 00 02 02 8
No. of respondents 12 08 06 14 10 50
percentage 24 16 12 28 20 100
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The above table reveals the occupation of the respondents. Out of 50 respondents 24% of respondents are Businessmen out of which 10 male respondents& 02 femalerespondents, 16% of respondents are employees out of them 05 male respondents & 03 female respondents , 12% of the respondents are students all of them are males , 28% of respondents are professional the majority 12are males& 02female respondents & 20% of respondents are belongs to agriculture& others category out of them 08 male respondents & 02 female respondents .like (retired people house wifes)
Table 5
CLASSIFICATION OF RESPONDENTS ON THE BASIS OF MONHTLY INCOME
Monthly income in Rs
Below 10000 10000-30000 30000-50000 Above 50000 Total
Source: survey
Male 16 15 6 05 42
Female 04 03 1 00 08
NO.. of respondents 20 18 07 05 50
percentage 40 14 36 10 100
This table classifies the respondents based on monthly income. Of the 40% of respondents belongs to the income group below Rs.10000 there are 16 male respondents & 04 femalerespondents, 14%of respondents income is between Rs. 10000 to Rs. 30000, out of which 15 respondents are male and 03 respondents are female. 36%of respondents belongs to the income group of Rs.30000 to Rs. 50000, out of which 06 respondents are male, & 01 respondent
is female and 10% of respondents belong to the income group above Rs. 50000 all of them are males.
Table 6 The table below shows the type of accountheld by respondents Type of account Savings a/c Current a/c Fixed deposit a/c Savings & current a/c Total
Source: survey
Male 24 00 08 10 42
Female 05 00 01 02 08
No... of respondents 29 00 09 12 50
% 58 00 18 24 100
From the above table is found that, out of 50 respondents, 58% of respondents have savings a/c, there are 24 male respondents, & 5 female respondents, 24% of respondents have both current a/c & savings a/c out of which 14 respondents are male & 4 respondents are female.18% of respondents are belongs to fixed deposits a/c. out of them 8 respondents are male, & 1 respondent is female. There is no only current a/c holder in respondents.
Table 7 The below table shows the awareness about value added services.
VAS Yes No Total

Source: survey
Male 36 06 42
Female 05 03 08
No... of respondents 41 9 50
% 82 18 100
Out of 50 respondents 82 % of the respondents are aware of vas, out of which 36 are male respondents & 05 are female respondents, 18% of the respondents are unaware of vas, out of which 06 are malerespondents & 03 are femalerespondents.
Table 08 The below table showing the usage of value added services by respondents. VAS ATM Any branch banking Credit cards Electronic fund transfer Male 24 03 05 03 Female 04 01 00 00 No... of respondents 28 04 05 03 Percentage 56 08 10 06
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Internet banking Demat Total

Source: survey
07 00 42
03 00 08
10 00 50
20 00 100
From the above table is found that out of 50 respondents, 56% of respondents using ATM service, there are 24 malerespondents & 04 female respondents, 08% respondents are using any branch banking, out of which 3respondents are male & 01 respondent is female. 10% respondents are using credit cards out of them 05 respondents are male & none of them are female. 06% respondents are using electronic fund transfer, out of them 03 respondents are male & none of them are female , 20% of respondents using internet banking out of which 7 respondents are male & 3 respondents are female . Out of 50 respondents none of them demat users.
Table 9
The below table shows the awareness about the INTERNET BANKING among respondents. Internet banking Yes No Total
Source: survey
Male 20 22 42
Female 03 05 08
No... of respondents 23 27 50
percentage 46 54 100
Out of 50 respondents 46% of respondents,who are aware of internet banking service out of which 20 respondents are male & 03 respondents are female,
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54% of the respondent are unaware of internet banking service out of them 22 respondents are male & 05 respondents are female.
Table 10 This table shows about internet banking service reason for not using. Reason Lack of knowledge Lack of time Complex procedure total
Source: survey
Male 28 2 5 35
Female 03 02 00 05
No.. of respondents 31 4 5 40
Percentage 77.5 10 12.5 100
Out of 40 respondents who are not aware of internet banking services, 77.5% are notaware due to lack of knowledge out of which , 28 are male respondents& 03 are female respondents ,10% are not aware due to lack of time,out of which 2 respondents are male & 2 respondents are female , 12.5% are not aware due to complex procedure out of which , 5 are male respondents& none of them female respondents
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TABLE 11 The table shows the customer satisfaction towards the banking service. Particular Yes No Total
Source: survey
Male 37 05 42
Female 03 05 08
No. of respondents 40 10 50
Percentage 80 20 100
Out of 50 respondents, 80%of the respondents, are satisfied with banking services, out of which 37 are male respondents& 03 are female respondents & 20% of the respondent are not satisfied with banking services.Out of which 05 are male respondents& 05 are female respondents.
Table 12 The table showing good opinion from respondent regarding the concept of icici bank.
Concept of icici Brand Service without mistake Cost effective Quick service total
Source: survey
Male 12 05 05 20 42
Female 02 01 01 04 08
No of respondents 14 06 06 24 50
percentage 28 12 12 48 100
Out of 50 respondents 28% opined that the brand concept of Icici is good, out of which 12 are male & 2 are female, 12%are of the good opinion regarding service without mistake. Out of which 5 are male & 1 is female, 12% are of the good opinion regarding cost effective, out of which 05 are male & 01 is female respondent, 48% are of the respondents good opinion regarding quick service, out of which 20 are male & 04 are female.
CHAPTER -6
SUMMERY OF FINDINGS ,RECOMMENDATIONS & CONCLUSION

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Major Findings Recommendations Conclusion
Findings & Suggestions Major Findings:

It is revealed by survey that bank failed to attract the young generation .i.e. Below 25 years age customer. From the survey it is found that, majority of the customer are from business category. This has been clearly identify by the information obtained by the account holders while survey. Icici bank fails to reach Most of the government employees.
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From the survey it is clear that 84 % of the customers are having the awareness about the value added services & the banker succeed fulfill the needs of customers. But in some cases the procedure itself has become problem. It is found that the customers are fed of complex procedure & lack of knowledge. Even the banker fails to meet 18% of the customers who are not aware of value added service provided by bank.
It is revealed from the survey that only 6 % & 20% customer are using fund transferring & internet banking respectively. From the survey, we the researcher came to know that 46% of the customers are having awareness about internet banking & 54% of the customers are not having the awareness about the internet banking. 31 respondents are suffered from lack of knowledge about intenet banking.
From the survey it is clear that 80% of the respondents are satisfied with the bank service & the value added services. The remaining 20% of the respondents are not satisfies with the bank service & with value added services. Only one ATM centre in the Bangalore city.
Services as promised by the agents are not delivered either on time or not at all provided. In order to get better pay, the agents of ICICI Bank usually give false promises to their customers regarding the quality of service or new schemes so as to lure them. In such cases the final loser is not just the customers but the ICICI Group as whole as it effects all their businesses.
Recommendations / suggestion:
i. A Major revamp of its Customer care.
A complete over hauling of its customer care department is required so as to reduce complaints of customer in turn which may affect its working. ii. Introduction of Smart Cards for New as well as Old Credit Card Holders. ICICI Bank should come up with the concept of smart cards were the data regarding all the accounts & credit cards details of a individual customer is placed in a single cards hence reducing the burden of carrying all credit cards & other necessary items required for banking transaction. iii. Concentrate on Building Brand Image. ICICI Bank is very well known institution for investing purposes and as well as for its practices involving anti social elements; therein affecting its name and Brand value of its self and also ICICI group as a whole. iv. Completely separation of other alike Businesses like Insurance, Mutual Funds etc. It is usually seen the ICICI Bank branches are over crowded with ICICI staff though they dont belong to that branch or does not even belong to the ICICI Bank, they usually are the agents of its other businesses like Insurance, Mutual funds etc this annoys the customer and creates a bad impression. v. Major re-look at working of their Agents. The easiest way to reach to customers is through agents; and the agents of ICICI Bank are highly skilled in this field but they do it at the cost of customers innocence. There are many incidences where in the information provided by the agents is false. Its time for ICICI Bank to look into the matter and rework on its agents policies. vi. Reduction of Penalty Fees & Special Service Fees. The penalties & special service imposed by ICICI Bank is very high as compared to public sector banks; this sometimes adds a negative perspective to ICICI Bank.
CONCLUSION:ICICI bank is a multinational company. The company has high goals and objectives. The company made sincere efforts to achieve its goals and objectives over the years. ICICI bank has variety of product. The company can grow at a higher pace and contribute to the economy growth of the company. The company has a sound financial position. It has wide branches and ATMs all over the country. Lastly its overall performance is good.
The environment in this bank is very friendly the manager & staff members are very helpful and the communication is very effective, they are friendly in nature. The performance of bank is satisfactory. To conclude the Icici bank if consider the recommendations & suggestion given in this report which is based on the customer survey in Bangalore city it would increase its business in Bangalore by providing best service to its customer & there by gain customer confidents.
ANNEXURE
Questionnaire Bibliography
QUESTIONNAIRE
Dear sir/madam Im the student of VI semester BBM, Sheshadripuram College Bangalore, as a part of our curriculum I have undertaken a project work entitled CUSTOMER ATTITUDE TOWARDS FINANCIAL SERVICES PROVIDED BY ICICI BANK IN BANGLORE CITY with special reference to Icici bank,Banglore. I request you to spare few minutes to answer the following questions.
Mohana s
Thanking you
yours faithfully
1.Name: . 2.Address: .. .. .. Mobile no. .
3.
Sex: Male Female
4.
Age Below 25 yrs 35-45 25-35 45 & above
5.
Qualification Under graduates Post graduate Graduate
If others, specify
6.
Occupation Business Profession
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Employee Student
Agriculture
If others, specify.. 7. Annual income Below 10,000 30,000-50,000 8. Which type of bank account do you have? Savings A/C Current A/C 9. Fixed deposit A/C Savings & current A/C 10,000-30,000 Above 50,000
Since how many years you are operating bank account? Below 1 years Between 3 to 5 years above 3 years above 5 years
10.
Have you ever heard about value added service in your bank? Yes No
11.
Which of the following value added service do you use? ATM Any branch banking Credit cards Electronic fund transfer Internet banking Demat
12.
Do you know about internet banking? Yes No
13.
Reasons for not using internet banking service? Lack of knowledge Lack of time complex procedure
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17. According to you which concept of this bank is good? Brand Service without mistake Cost effective quick service
14. Are you satisfied with the service provided by bank, if not reason? Yes No not, specify
If reason .. 15. .
What is your opinion about services provided by ICICI BANK? .. 16. Do you get any complaint regarding icici product. If yes mention the complaint? Yes No
If yes mention .
Thank you Date: Place: Signature Bangalore
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BIBLIOGRAPHY
Books referred:
Banking theory & practice Banking theory - B.S.RAMAN - K.D.BASAVA
Research methodology KHOTTARY
Websites: www.icicibank.com www.wikipedia.com www.moneycontrol.com
others: Bank brochures
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Customer attitude towards Financial service provided by Icici bank

1-8 9-18 19-43 44-84 85-97

Sheshadripuram College Bangalore

Customer attitude towards Financial service provided by Icici bank

Sheshadripuram College Bangalore

Customer attitude towards Financial service provided by Icici bank

Customer attitude towards Financial service provided by Icici bank

Customer attitude towards Financial service provided by Icici bank

Foreign Bank: 1. City banks 2. HSBC

4. Standard charted 5. Others.

The Reserve Bank of India:

Customer attitude towards Financial service provided by Icici bank

1. Regulating and supervisor of the financial system:

1. Manger of exchange control

Objective: To facilitate external trade and payment promote orderly

Customer attitude towards Financial service provided by Icici bank

Need for study:

offering by icici bank

Customer attitude towards Financial service provided by Icici bank

Tools used for the analysis:

Customer attitude towards Financial service provided by Icici bank

Limitations of the study:

Introduction & design of study :

Customer attitude towards Financial service provided by Icici bank

Sheshadripuram College Bangalore

Customer attitude towards Financial service provided by Icici bank

ICICI GROUP PROFILE

ICICI GROUP PROFILE

Sheshadripuram College Bangalore

Customer attitude towards Financial service provided by Icici bank

and about 4,721 ATMs in India and presence in 18 countries.

Customer attitude towards Financial service provided by Icici bank

Customer attitude towards Financial service provided by Icici bank

ICICI PRUDENTIAL ASSET MANAGEMENT COMPANY:

Customer attitude towards Financial service provided by Icici bank

Vision & values if icici venture:

and by channelizing all requisite resource to create new economic opportunities

geographies ti build the winner of tomorrow

strengths and innovative skills

Customer attitude towards Financial service provided by Icici bank

Sheshadripuram College Bangalore

Customer attitude towards Financial service provided by Icici bank

1994:ICICI Securities and Finance Company Limited in joint

Customer attitude towards Financial service provided by Icici bank

1984: Mr. S. Nadkarni appointed the sixth Chairman of ICICI.

Sheshadripuram College Bangalore

Customer attitude towards Financial service provided by Icici bank

1993: Promoted TDICI - India's first venture capital company.

Sheshadripuram College Bangalore

Customer attitude towards Financial service provided by Icici bank

Customer attitude towards Financial service provided by Icici bank

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

Sheshadripuram College Bangalore

Customer attitude towards Financial service provided by Icici bank

Customer attitude towards Financial service provided by Icici bank

Customer attitude towards Financial service provided by Icici bank

Sheshadripuram College Bangalore

Customer attitude towards Financial service provided by Icici bank

Customer attitude towards Financial service provided by Icici bank

Customer attitude towards Financial service provided by Icici bank

Customer attitude towards Financial service provided by Icici bank

Sheshadripuram College Bangalore

Customer attitude towards Financial service provided by Icici bank