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— To understand the future growth of the industry
— To determine potential customers towards retail banking
— To understand the promotional strategies provided by retail
banks
— To find out various facility provided by retail banks to
customers
— To find out the factors which are influence customer
satisfaction while purchasing retail banking products.
— To find out the main factors which are considered the
customers purchase decision
— To do the comparative study between ICICI Bank and HDFC
Bank
  ›
›
— uetail banking can be crudely defined as the antonym of
wholesale or bulk banking. It is nothing, but shared business.
A deposit of us.1 lakh from single customer vs. small deposits
of us. 10,000 each from 10 different customers. The corporate
and retail divide is nothing but internal segmentations and the
customer remains always a customer.
— uetail banking generally refers to offering financial services,
products related to deposits and assets to individual customers
for personal consumption.
 |
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›
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u
u
ptable and constitute core deposits.
Less bargaining for additional interest.
Low cost funds.
Builds customer base.
Increases subsidiary business
A safe and convenient saving avenue.




Better yield and improved bottom line.
Good Avenue for funds deployment.
Lowe risk and NPA perception.
Helps economic revival of the nation
through increased production activity.
Improves lifestyle and fulfills aspirations of
the people through affordable credit.
Innovative product development.
Minimum marketing efforts in a demand-
driven economy.
uisk weight in certain segments like housing
loan.
 






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m uetail banking supermarket with the ability to cross-sell entire m Efforts are concentrated more towards the urban consumers
range of credit products. thus ignoring the rural counterpart.
m Innovative products m Number and spread of branches is very low as compared to
m Technological superiority Pp banks.
m Wide distribution m Excessive focus on non-branch distribution channel reducing
m High top of mind awareness due to aggressive advertising the scope of personal interaction needed for the sale of retail
m ptrong Credit controls products.
m High Customer pervice ptandards
m Economies of scale through growing volumes.
m 24x7 service levels
 u  u 
m Changing consumer outlook towards loans and related products m ptiff competition in the housing loans segment from HDFC,
m uising consumer income levels LIC Housing etc.
m Increasing banking habits among Indian consumers m In the Credit card segment, competition from Citibank,
m Being No.1 in the auto finance segment paves the way to ptanChart etc.
consolidate its market leadership across all the segments. m Of late, lots of Non Banking Financial Institutions have
m uapid increase in the retail loan market size to the tune of 30 ± emerged and have eaten up the banks¶ market share.
40 % m Educating people by way of advertisements might help
competitors to reap the benefits.
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— Offer Flexible (Customized) uepayment pchemes,

— Pari Passu/ pecond Mortgage Arrangements
— pafe Document ptorage Facilities
— Home Conversion Loan
— A customer, after availing of a loan can approach HDFC
anytime thereafter to increase the  
 which will help him repay the loan faster

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Expertise service.
It tries to address the financial needs of the consumers.

The bank¶s presence in the housing sector for a fairly long
period is portrayed in its advertisements.
They also focus on promoting the simplicity in work
procedure, superior service. Their ads also strive to bring
the bank out of the µonly housing¶ image.

— The most preferred medium by the bank are hoardings and
print media.
— They rely on word of mouth and goodwill which they have
created through 25 years of service.
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The respondents were asked to rank the following
factors according to their preferences in the extent to
which they influence their purchase decision.

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Effectiveness Non effectiveness

patisfaction with processing 75 25 100

time

patisfaction with charges 40 60 100

satisfaction with after sales 65 35 100

services

180 120 300


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75 180*100/300 = 60 15 225 3.75

25 120*100/300 = 40 -15 225 5.63

40 180*100/300 = 60 20 400 6.67

60 120*100/300 = 40 20 400 10

65 180*100/300 = 60 5 25 0.42

35 120*100/300 = 40 15 225 5.63

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 ››

— The scenario is becoming highly competitive in every sphere

of banking activity- more so u n respect of retail lending.
— Processing time and interest rates are major influencing factor
for making purchase decision.
— As per survey ICICI and HDFC are to major brand name
considered for housing, auto and personal loans.
— Awareness through television is the highest level followed by
newspapers.
— The future of banking is dependent on technology, marketing,
logistics.
— Banks have to prepare themselves for facing a soft interest
regime.
— New kind of management skills are required to manage the
retail lending portfolio.
  |›

— pample size selected will be small

— Time constraints

— Data will be collected might not be completely accurate.

— purvey carried out in selected areas only

— The survey will be conducted on random basis.