A comparative study of customer perception and service performances towards SBI and ICICI bank

FOR THE PARTIAL FULFILMENT OF MASTER DEGREE OF BUSINESS ADMINISTRATION (Session 2009-11)

Guided To: Prof. Shweta Dhand

Submitted By: Devendra Tiwari

M.B.A.IV Sem.

TABLE OF CONTENTS
INTRODUCTION Chapter 1: Conceptual Framework Chapter 2: Review of Literature Chapter 3: Rationale of Study Chapter 4: Objective of study

METHODOLOGY Chapter 1: Study Chapter 3: Sample Chapter 2: Tools 2.1 Data Collection 2.2 Data Analysis

Chapter 4: References

DECLARATION

here

by

declare

that

the

project

titled

comparative study of customer perception and service performances towards SBI and ICICI bank. is an
original piece of research work carried out by me under the guidance and supervision of Miss Priya Agrawal. (Chairperson of FAME Portfolio)The information has been collected from genuine & authentic sources. The work has been submitted in partial fulfilment of the requirement.

Place: Date:

INDORE 8/6/2011

Signature: Name of the student DEVENDRA TIWARI

ACKNOWLEDGEMENT
It is my immense pleasure and indeed a great moment to express my sense of profound gratitude and Indebtedness to all the people who have been instrumental in making my training a rich experience. I got the opportunity to do a challenging project in PENETRATION OF BANKING SERVICES IN

MARKET.
At the outset I would like to thanks Miss Priya Agrawal (Chairperson

of FAME Portfolio) I have gained valuable guidance and co-operation from

them throughout training. I would like to express my sincere gratitude towards my project guide Miss

Priya Agrawal for his support. I would also express my special thanks and
gratitude to Prof. Shweta Dhand for his continuous support and inspiration and guidance during the training and project preparation. Last but not the least I would also like to extend my heartfelt gratitude to my friends for continuous support of the fulfilment of my Summer project.

EXECUTIVE SUMMARY
I have taken this topic A comparative study of customer perception and service performances towards SBI and ICICI bank as a Research project. Todays world is highly competitive and every banking company putting their efforts in terms of Service, features and product availability and its range. Basically I was working for PENITRATION OF BANKING SERVICES IN MARKET and there I have worked in two phases. These are: ---Phase 1 In this phase, we have visited in Bank. Phase 2 In this phase, I did online servey.

Introduction:The broad objective of the banking sector reform in India has been to increase efficiency and profitability of the banks. For this purpose the banking sector has been opened for new private sector banks have started their banking business in India. Commercial banks, specially the dominant public sector banks, have been exposed to competition from the new bank set up in the private sector with the latest technology. There are many new entrants domestic as well as international, coming into this banking sector. These banks have differentiated their operations by focusing on advanced technology, customer service, innovative products and productivity. This has created a need for improving the business efficiency and increasing the business volume of the public sector banks. The entry of new private players has induced stiff competition in the banking sector and raised some issues relating to the functioning of the domestic banks. Retail banking in India operates in a highly saturated and competitive market. Attaining the essential performance improvements, which eventually help in earning huge revenues and controlling the costs, is considered to be the main stimulator behind this phenomenal growth of the Indian retail-banking sector. However, the focus of the retail-banking sector is on predicting and tracking the main drivers of revenue, cost and productivity, so that corrective measures can be taken timely. With the introduction of Internet banking, the services have become more transparent to consumers now as they can easily check and compare the services offered by other banks. The main objective of the research is to make a comparative study of satisfaction of the borrowers from the selected banks. It is concluded from the study that ICICI Bank has excellent staff members in terms of behavior in comparison to the staff members of SBI. Further, the services of ICICI Bank are much better than the services of SBI.

Conceptual Framework:-

The world of banking has assumed a new dimension at dawn of the 21st century with the advent of tech banking, thereby lending the industry a stamp of universality. In general, banking may be classified as retail and corporate banking. Retail banking, which is designed to meet the requirement of individual customers and encourage their savings, includes payment of utility bills, consumer loans, credit cards, checking account and the like. Corporate banking, on the other hand, caters to the need of corporate customers like bills discounting, opening letters of credit, managing cash, etc. Metamorphic changes took place in the Indian financial system during the eighties and nineties consequent upon deregulation and liberalization of economic policies of the government. India began shaping up its economy and earmarked ambitious plan for economic growth. Consequently, a sea change in money and capital markets took place. Application of marketing concept in the banking sector was introduced to enhance the customer satisfaction the policy of privatization of banking services aims at encouraging the competition in banking sector and introduction of financial services. Consequently, services such as Demat, Internet banking, Portfolio Management, Venture capital, etc, came into existence to cater to the needs of public. An important agenda for every banker today is greater operational efficiency and customer satisfaction. The introduction to the marketing concept to banking sectors can be traced back to American Banking Association Conference of 1958. Banks marketing can be defined as the part of management activity, which seems to direct the flow of banking services profitability to the customers. The marketing concept basically requires that there should be thorough understanding of customer need and to learn about market it operates in. Further the market is segmented so as to understand the requirement of the customer at a profit to the banks The banking industry, one of the most important instruments of the national development occupies a unique place in a nations economy. Profit is the main reason for the continued existence of every commercial organization and profitability depicts the relationship of the absolute amount of profit with various other factors. The main source of operating income of a commercial bank are- interest and discount earned, commission, brokerage, income from non banking assets and profit from sale of or dealing with such assets and other receipts. The 7

expenditure broadly consists of interest paid on deposits and borrowings and non interest cost or charges incurred on staff salary, stationery, rent, law charges, postage, telegram, telephone etc. In this context, some attempts have already been made at individual as well as at the official level and various aspects of commercial banking profitability have been discussed Banks play an active role in the economic development of a country. Their ability to make a positive contribution in igniting the process of growth depends on the effective banking system. These banks mostly deal with money collected in the form of deposits along with their own funds in the form of share capital and resources constituting around 5% of the total resources of the banks. So the banks have the obligation of meeting the demand of the customers promptly, paying interest for the amount and meeting the expenses to carry out its activities. This necessitates the banks to maintain adequate liquidity and earn required profit from their activities.

Nationalized Banks Nationalized banks dominate the banking system in India. The history of nationalized banks in India dates back to mid-20th century, when Imperial Bank of India was nationalized (under the SBI Act of 1955) and re-christened as State Bank of India (SBI) in July 1955.

Private Banks in India Initially all the banks in India were private banks, which were founded in the pre-independence era to cater to the banking needs of the people. In 1921, three major banks i.e. Banks of Bengal, Bank of Bombay, and Bank of Madras, merged to form Imperial Bank of India

State Bank of India The State Bank of India, the countrys oldest Bank and a premier in terms of balance sheet size, number of branches, market capitalization and profits is today going through a momentous phase of Change and Transformation the two hundred year old Public sector behemoth is today stirring out of its Public Sector legacy and moving with an agility to give the Private and Foreign Banks a run for their money. The bank is entering into many new businesses with strategic tie ups Pension Funds, General Insurance, Custodial Services, Private Equity, Mobile Banking, Point of Sale Merchant Acquisition, Advisory Services, structured products etc each one of these initiatives having a huge potential for growth. The Bank is forging ahead with cutting edge technology and innovative new banking models, to expand its Rural Banking base, looking at the vast untapped potential in the hinterland and proposes to cover 100,000 villages in the next two years. It is also focusing at the top end of the market, on whole sale banking capabilities to provide Indias growing mid / large Corporate with a complete array of products and services. It is consolidating its global treasury operations and entering into structured products and derivative instruments. Today, the Bank is the largest provider of infrastructure debt and the largest arranger of external commercial borrowings in the country. It is the only Indian bank to feature in the Fortune 500 list. History State Bank of India (SBI) (NSE: SBIN, BSE: 500112, LSE: SBID) is the largest Indian banking and financial services company (by turnover and total assets) with its headquarters in Mumbai, India. It is state-owned. The bank traces its ancestry to British India, through the Imperial Bank of India, to the founding in 1806 of the Bank of Calcutta, making it the oldest commercial bank in the Indian Subcontinent. Bank of Madras merged into the other two presidency banks, Bank of Calcutta and Bank of Bombay to form Imperial Bank of India, which in turn became State Bank of India. The government of India nationalised the Imperial Bank of India in 1955, with the Reserve Bank of India taking a 60% stake, and renamed it the State Bank of India. In 2008, the government took over the stake held by the Reserve Bank of India. SBI provides a range of banking products through its vast network of branches in India and overseas, including products aimed at non-resident Indians (NRIs). The State Bank Group, with over 16,000 branches, has the largest banking branch network in India. SBI has 14 Local Head

Offices and 57 Zonal Offices that are located at important cities throughout the country. It also has around 130 branches overseas. With an asset base of $352 billion and $285 billion in deposits, SBI is a regional banking behemoth and is one of the largest financial institution in the world. It has a market share among Indian commercial banks of about 20% in deposits and loans. T The State Bank of India is the 29th most reputed company in the world according to Forbes. Also SBI is the only bank featured in the coveted "top 10 brands of India" list in an annual survey conducted by Brand Finance and The Economic Times in 2010. The State Bank of India is the largest of the Big Four banks of India, along with ICICI Bank, Punjab National Bank and HDFC Bankits main competitors.

seal of Imperial Bank of India. The roots of the State Bank of India rest in the first decade of 19th century, when the Bank of Calcutta, later renamed the Bank of Bengal, was established on 2 June 1806. The Bank of Bengal was one of three Presidency banks, the other two being the Bank of Bombay (incorporated on 15 April 1840) and the Bank of Madras (incorporated on 1 July 1843). All three Presidency banks were incorporated as joint stock companies and were the result of the royal charters. These three banks received the exclusive right to issue paper currency in 1861 with the Paper Currency Act, a right they retained until the formation of the Reserve Bank of India. The Presidency banks amalgamated on 27 January 1921, and the reorganised banking entity took as its name: Imperial Bank of India. The Imperial Bank of India remained a joint stock company Pursuant to the provisions of the State Bank of India Act (1955), the Reserve Bank of India, which is India's central bank, acquired a controlling interest in the Imperial Bank of India. On 30 April 1955, the Imperial Bank of India became the State Bank of India. The government of India recently acquired the Reserve Bank of India's stake in SBI so as to remove any conflict of interest because the RBI is the country's banking regulatory authority. In 1959, the government passed the State Bank of India (Subsidiary Banks) Act, enabling the State Bank of India to take over eight former state-associated banks as its subsidiaries. On 13 September 2008, the State Bank of Saurashtra, one of its associate banks, merged with the State Bank of India. SBI has acquired local banks in rescues. For instance, in 1985, it acquired the Bank of Cochin in Kerala, which had 120 branches. SBI was the acquirer as its affiliate, the State Bank of Travancore, already had an extensive network in Kerala. 10

As of 31 December 2009, the bank had 151 overseas offices spread over 32 countries. It has branches of the parent in Colombo, Dhaka, Frankfurt, Hong Kong, Tehran, Johannesburg, London, Los Angeles, Male in the Maldives, Muscat, New York, Osaka, Sydney, and Tokyo. It has offshore banking units in the Bahamas, Bahrain, and Singapore, and representative offices in Bhutan and Cape Town. It also has an ADB in Boston, USA. SBI operates several foreign subsidiaries or affiliates. In 1990, it established an offshore bank: State Bank of India (Mauritius). In 1982, the bank established a subsidiary, State Bank of India (California), which now has nine branches eight branches in the state of California and one in Washington, D.C. The 9th branch was opened in Tustin, California on 7 March 2011. The other seven branches in California are located in Los Angeles, Artesia, San Jose, Canoga Park, Fresno, San Diego and Bakersfield. The Canadian subsidiary, State Bank of India (Canada) also dates to 1982. It has seven branches, four in the Toronto area and three in British Columbia. In Nigeria, SBI operates as INMB Bank. This bank began in 1981 as the Indo-Nigerian Merchant Bank and received permission in 2002 to commence retail banking. It now has five branches in Nigeria. In Nepal, SBI owns 55% of Nepal SBI Bank, which has branches throughout the country. In Moscow, SBI owns 60% of Commercial Bank of India, with Canara Bank owning the rest. In Indonesia, it owns 76% of PT Bank Indo Monex. The State Bank of India already has a branch in Shanghai and plans to open one in Tianjin. [6]
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It also has an ADB at Boston ,USA

SBI has FIVE associate banks; all use the same logo of a blue circle and all the associates use the "State Bank of" name, followed by the regional headquarters' name;
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State Bank of Bikaner & Jaipur State Bank of Hyderabad State Bank of Mysore State Bank of Patiala State Bank of Travancore

Earlier SBI had only seven associate banks that constituted the State Bank Group. Originally, the then seven banks that became the associate banks belonged to princely states until the government nationalised them between October 1959 and May 1960. In tune with the first Five Year Plan, emphasising the development of rural India, the government integrated these banks into the State Bank of India system to expand its rural outreach. There has been a proposal to merge all the associate banks into SBI to create a "mega bank" and streamline operations.[8]

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The first step towards unification occurred on 13 August 2008 when State Bank of Saurashtra merged with SBI, reducing the number of state banks from seven to six. Then on 19 June 2009 the SBI board approved the merger of its subsidiary, State Bank of Indore, with itself. SBI holds 98.3% in State Bank of Indore. (Individuals who held the shares prior to its takeover by the government hold the balance of 1.77%.) The acquisition of State Bank of Indore added 470 branches to SBI's existing network of 12,448 and over 21,000 ATMs. Also, following the acquisition, SBI's total assets will inch very close to the Rs 10-lakh crore mark. Total assets of SBI and the State Bank of Indore stood at Rs 998,119 crore as on March 2009. The process of merging of State Bank of Indore was completed by April 2010, and the SBI Indore Branches started functioning as SBI branches on 26 August 2010.[10]

Branches of SBI
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State Bank of India has 131 foreign offices in 132 countries across the globe. SBI has about 25,000 ATMs (25,000th ATM was inaugurated by the then Chairman of State Bank Shri O.P.Bhatt on 31 March 2011, the day of his retirement); and SBI group(including associate banks) has about 45,000 ATMs. SBI has 26,500 branches, including branches that belong to its associate banks. SBI includes 99345 offices in India.

Symbol and slogan

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The symbol of the State Bank of India is a circle and not key hole and a small man at the centre of the circle. A circle depicts perfection and the common man being the centre of the bank's business. Slogans

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With you all the way Pure banking nothing else The Banker to every Indian The Nation banks on us

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Recent Awards and Recognitions

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Best Online Banking Award, Best Customer Initiative Award & Best Risk Management Award (Runner Up) by IBA Banking Technology Awards 2010 The Bank of the year 2009, India (won the second year in a row) by The Banker Magazine Best Bank Large and Most Socially Responsible Bank by the Business Bank Awards 2009 Best Bank 2009 by Business India The Most Trusted Brand 2009 by The Economic Times Most Preferred Bank & Most preferred Home loan provider by CNBC Visionaries of Financial Inclusion By FINO Technology Bank of the Year by IBA Banking Technology Awards SKOCH Award 2010 for Virtual corporation Category for its e-payment solution

References
1. ^ a b c d e f "2011 State Bank of India". bseindia. http://www.bseindia.com/qresann/detailedresult_cons.asp?scrip_cd=500112&qtr=69.5&c ompname=STATE%20BANK%20OF%20INDIA&quarter=MC20102011&checkcons=55c. 2. ^ "SBI accounts for one-fifth of country's loans". Livemint.com. 25 January 2009. http://www.livemint.com/2009/01/25230613/SBI-ICICI-Bank-profits-rise-o.html. Retrieved 20 August 2010. 3. ^ Kneale, Klaus (6 May 2009). "World's Most Reputable Companies: The Rankings". Forbes. http://www.forbes.com/2009/05/06/world-reputable-companies-leadershipreputation-table.html. Retrieved 20 August 2010. 4. ^ "India's top 10 brands". business.rediff.com. http://business.rediff.com/slideshow/2010/oct/26/slide-show-1-tata-motors-is-indias-top-brand.htm. Retrieved 26 Oct 2010. 5. ^ "Big Four (banks) Wikipedia, the free encyclopaedia". En.wikipedia.org. http://en.wikipedia.org/wiki/Big_Four_(banks). Retrieved 16 July 2010. 6. ^ "State Bank of India to set up branch in China's Tianjin". Forbes. 21 November 2007. http://www.forbes.com/afxnewslimited/feeds/afx/2007/11/21/afx4365862.html. Retrieved 16 July 2010. 7. ^ "State Bank of India Acquired 76% Shareholding in Giro Commercial Bank In 2005". Accessmylibrary.com. 8 October 2005. http://www.accessmylibrary.com/article-1G1137297728/sbi-buy-76-kenyas.html. Retrieved 21 December 2010. 8. ^ "Indian Banks' Association". Iba.org.in. 23 April 2005. http://www.iba.org.in/viewmembanks.asp?id=2. Retrieved 21 December 2010. 9. ^ Business Standard (21-June-2010). "Approvals for State Bank of Indore merger by July : SBI". http://www.cmlinks.com/sbi/NewsText.asp?Code=1375&period=1001&srno=917200203 8. 10. ^ Economic Times (26-August-2010). "State Bank of Indore branches

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External links
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Official site

IFSC/MICR Code List STATE BANK OF INDIA (SBI) IFSC code, MICR code number, address list of all branches IFSC Codes for all SBI branches State Bank of India Branch Locations State Bank of India MICR Codes for branches IFSC Codes of SBI Branches SBI Mutual Fund Mutual Fund subsidiary of SBI and SBI Life Insurance

ICICI Bank ICICI Bank is Indias second-largest bank and the largest private bank in the country, having more than US$50 billion in assets. The Bank has a network of 2,044 branches and about 5,546 ATMs in India and presence in 18 countries. ICICI Bank provides a wide range of banking products and financial services investment banking, life and non-life insurance, venture capital and asset management to corporate and retail customers through a variety of delivery channels and specialized subsidiaries and affiliates. Customers of all the groups under the ICICI umbrella are served through roughly 614 branches and global services provided through 14 international offices. ICICI has incubated Financial Information Network & Operations Pvt. Ltd. (FINO). History ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financial institution, and was its wholly-owned subsidiary. ICICI's shareholding in ICICI Bank was reduced to 46% through a public offering of shares in India in fiscal 1998, an equity offering in the form of ADRs listed on the NYSE in fiscal 2000, ICICI Bank's acquisition of Bank of Madura Limited in an all-stock amalgamation in fiscal 2001, and secondary market sales by ICICI to institutional investors in fiscal 2001 and fiscal 2002. ICICI was 14

formed in 1955 at the initiative of the World Bank, the Government of India and representatives of Indian industry. The principal objective was to create a development financial institution for providing medium-term and long-term project financing to Indian businesses. In the 1990s, ICICI transformed its business from a development financial institution offering only project finance to a diversified financial services group offering a wide variety of products and services, both directly and through a number of subsidiaries and affiliates like ICICI Bank. In 1999, ICICI become the first Indian company and the first bank or financial institution from non-Japan Asia to be listed on the NYSE. After consideration of various corporate structuring alternatives in the context of the emerging competitive scenario in the Indian banking industry, and the move towards universal banking, the managements of ICICI and ICICI Bank formed the view that the merger of ICICI with ICICI Bank would be the optimal strategic alternative for both entities, and would create the optimal legal structure for the ICICI group's universal banking strategy. The merger would enhance value for ICICI shareholders through the merged entity's access to low-cost deposits, greater opportunities for earning fee-based income and the ability to participate in the payments system and provide transactionbanking services. The merger would enhance value for ICICI Bank shareholders through a large capital base and scale of operations, seamless access to ICICI's strong corporate relationships built up over five decades, entry into new business segments, higher market share in various business segments, particularly fee-based services, and access to the vast talent pool of ICICI and its subsidiaries. In October 2001, the Boards of Directors of ICICI and ICICI Bank approved the merger of ICICI and two of its wholly-owned retail finance subsidiaries, ICICI Personal Financial Services Limited and ICICI Capital Services Limited, with ICICI Bank. The merger was approved by shareholders of ICICI and ICICI Bank in January 2002, by the High Court of Gujarat at Ahmedabad in March 2002, and by the High Court of Judicature at Mumbai and the Reserve Bank of India in April 2002. Consequent to the merger, the ICICI group's financing and banking operations, both wholesale and retail, have been integrated in a single entity. ICICI Bank has formulated a Code of Business Conduct and Ethics for its directors and employees. 15

. ICICI Group Companies ICICI Group http://www.icicigroupcompanies.com ------------------------------------------ICICI Prudential Life Insurance Company http://www.iciciprulife.com/public/default.htm ------------------------------------------ICICI Securities http://www.icicisecurities.com/ ------------------------------------------ICICI Lombard General Insurance Company http://www.icicilombard.com/ ------------------------------------------ICICI Prudential AMC & Trust http://www.icicipruamc.com/ ------------------------------------------ICICI Venture http://www.iciciventure.com/ ------------------------------------------ICICI Direct http://www.icicidirect.com ------------------------------------------ICICI Foundation http://www.icicifoundation.org ------------------------------------------Disha Financial Counselling http://www.icicifoundation.org ------------------------------------------ICICI Bank also has banking subsidiaries in UK, Canada and Russia Corporate Profile ICICI Bank is India's second-largest bank with total assets of Rs. 4,062.34 billion (US$ 91 billion) at March 31, 2011 and profit after tax Rs. 51.51 billion (US$ 1,155 million) for the year ended March 31, 2011. The Bank has a network of 2,533 branches and about 6,401 ATMs in India, and has a presence in 19 countries, including India. 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 specialised 16

subsidiaries 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 Lanka, Qatar and Dubai International Finance Centre and representative offices in United Arab Emirates, China, South Africa, Bangladesh, Thailand, Malaysia and Indonesia. Our 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).

Board Members Mr. K. V. Kamath, Chairman .................................................... Mr. Sridar Iyengar .................................................... Mr. Homi R. Khusrokhan .................................................... Dr. Anup K. Pujari ................................................. Mr. M.S. Ramachandran .................................................. Dr. Tushaar Shah .................................................. Mr. V. Sridar

Ms. Chanda D. Kochhar, Managing Director & CEO ......................................................... Mr. N. S. Kannan, Executive Director & CFO ......................................................... Mr. K. Ramkumar, Executive Director 17

......................................................... Mr. Rajiv Sabharwal, Executive Director

Board Committees

Audit Committee Mr. Sridar Iyengar, Chairman Mr. Homi R. Khusrokhan, Mr. M.S. Ramachandran Mr. V.Sridar

Board Governance, Remuneration & Nomination Committee Mr. Sridar Iyengar, Chairman Mr. K.V. Kamath Mr. Homi Khusrokhan

Corporate Social Responsibility Committee Mr. M.S. Ramachandran, Chairman Dr. Anup K. Pujari Dr. Tushaar Shah Ms. Chanda D. Kochhar

Customer Service Committee Mr. K.V. Kamath, Chairman Mr. M.S. Ramachandran Mr. V. Sridar Ms. Chanda D. Kochhar

Credit Committee Mr. K.V. Kamath, Chairman Mr. M.S. Ramachandran Mr. Homi R. Khusrokhan Ms. Chanda D. Kochhar

Fraud Monitoring Committee Mr. V. Sridar, Chairman Mr. K.V. Kamath Mr. Homi R. Khusrokhan Dr. Anup K. Pujari Ms. Chanda D. Kochhar Mr. Rajiv Sabharwal Share Transfer & Shareholders'/ Investors' Grievance Committee Mr. Homi R. Khusrokhan, Chairman Mr. V. Sridar Mr. N.S. Kannan

Risk Committee

Mr. K.V. Kamath, Chairman Mr. Sridar Iyengar Dr. Anup K. Pujari Mr. V. Sridar Ms. Chanda D. Kochhar Committee of Executive Directors

Ms. Chanda D. Kochhar, Chairperson Mr. N.S. Kannan

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Mr. K. Ramkumar Mr. Rajiv Sabharwal

Director's Profiles

Chanda Kochhar Managing Director and Chief Executive Officer

N.S. Kannan Executive Director & CFO

K. Ramkumar Executive Director

Rajiv Sabharwal Executive Director

Investor Relations ICICI Bank disseminates information on its operations and initiatives on a regular basis. The ICICI Bank website serves as a key investor awareness facility, allowing stakeholders to access information on ICICI Bank at their convenience. ICICI Bank's dedicated investor relations personnel play a proactive role in disseminating information to both analysts and investors and respond to specific queries. What's new To register to receive alerts from ICICI Bank Investor Relations, please click here To unsubscribe from receiving alerts from ICICI Bank Investor Relations,

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Awards-2011 2011 2004 2010 2003 2009 2002 2008 2001 Erstwhile ICICI Ltd 2007 2000 2006 1999 2005 1998

ICICI Bank
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Ms. Chanda Kochhar, Managing Director & CEO, received the Global Leadership Award for her contribution to the US India commercial relationship Ms. Chanda Kochhar, Managing Director & CEO, was named as one of the two best Indian CEOs in an annual poll conducted by Finance Asia magazine. ICICI Bank is the only Indian brand to figure in the BrandZ Top 100 Most Valuable Global Brands Report 2011, second year in a row. ICICI Bank ranked 5th in the list of "57 Indian Companies", and 288 th in World Rankings in Forbes Global 2000 list Ms. Chanda Kochhar Managing Director & CEO, was conferred with the Transformational Business Leader of the Year , by All India Management Association (AIMA) Ms. Chanda Kochhar, Managing Director & CEO, was ranked 17th in Fortune's 25 Most Powerful CEOs in Asia. Ms. Chanda Kochhar, Managing Director & CEO, was ranked as the 5th most recognized and respected company leaders by American research firm, Penn Schoen Berland (PSB). The survey was conducted among 600 respondents from US, EU, Asia-Pacific and India in March Ms. Chanda Kochhar Managing Director & CEO ranks 41 in the "50 Power List 2011", by India Today Ms. Chanda Kochhar, Managing Director & CEO, awarded the Skoch Challenger Awards 2011, for Banking. The Skoch awards recognizes best practices in people, projects and institutions for inclusive growth Ms. Chanda Kochhar, Managing Director & CEO, in the list of 25 most powerful professional women of the country , by India Today ICICI Bank has won the "Banking Technology Awards 2010" at The Indian Banks Association in the following categories: 20

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"Best Financial Inclusion Initiative" (first prize) "Best Online Bank" ( runner up) "Best use of Business Intelligence" ( runner up) "Technology Bank of the year" ( runner up)

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ICICI Bank was recognized for its Special Citation of the Fully Electronic Branch Service Channel, first set up at Hiranandani Estate, Thane, at the Financial Insights Innovation Awards held in conjunction with Asian Financial Services Congress For the second year in a row, ICICI Bank was ranked 70th in the Brandirectory league tables of the worlds most valuable brands by ,The BrandFinance Banking 500. ICICI Bank UK, HiSAVE product range has been awarded the Consumer Moneyfacts Awards 2011 for the 'Best Online Savings Provider' ICICI Bank ranked second in the financial services sector in Business World's,"Most Respected Company Awards 2011" ICICI Bank was ranked 1st in the Banking and Finance category and 9th in the "2010 Best Companies To Work For" by Business Today Ms. Chanda Kochhar, Managing Director & CEO, ICICI Bank conferred with "Padma Bhushan"
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ICICI Group CSR

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In addition to our work in our four focus areas, ICICI Foundation works with ICICI Group of Companies to support their various corporate social responsibility (CSR) initiatives. CSR initiatives are designed to be consistent with the respective area of expertise of each company within the ICICI Group. ICICI Group's CSR efforts have been and remain integral to its core mission of delivering value to its stakeholders and to the sustainable growth and development of Indias economy. Financial Information

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Registration and Tax Status ICICI Foundation for Inclusive Growth (the Foundation) has been set up as a public charitable trust registered at Chennai vide registration of the Trust Deed with the Sub-Registrars Office at Chennai on January 04, 2008. The Application for registration of the Foundation u/s 12AA of the Income tax Act, 1961 ("the Act") was filed on February 7, 2008 and the application u/s 80G of the Act was filed on February 14, 2008. Subsequently, the Foundation was registered as a PUBLIC CHARITABLE TRUST under Section 12AA of the Act with effect from February 7, 2008. Further, IFIG also received approval under Section 80G(5)(vi) of Income Tax Act and was renewed on October 14, 2009 is valid in respect of all donations received by the Foundation from April 1, 2009 onwards. Accordingly, ICICI Bank and group companies will be eligible to get a deduction u/s 80G on donations made during this period. The Foundation has also obtained its Permanent Account Number (PAN) and Tax deduction Account Number (TAN). For more on our financial information,

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 LITERATURE REVIEW
1. S. and Verma, S. (1999) determined the factors influencing the profitability of public sector banks in India by making use of ratio of net profits as percentage of working funds. They concluded that spread and burden play a major role in determining the profitability of commercial banks. 2. Chandan, C.L. and Rajput, P.K.(2002) measured the performance of bank on basis on the basis of profitability analysis.

 Rationale of the study: The comparison between the SBI and ICICI bank has also been the area of great interest for the researchers. Specifically it becomes more pertinent when we talk about the banking sector, which are the most dominant banks of the Indian banking system. The performance analysis of these banks is also important because the ICICI bank is greatest private sector bank and the SBI is the greatest public sector bank. So by identifying the financial performance of these banks meet the benchmarks and useful to investors, customers, bankers and economy in general. This research study will help the banking industry, both the public and private sector, for the improvement or change in the business model and financial performance specially the State Bank of India and ICICI Bank.

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 Objective: 1 To analyze the attitude of customer for ICICI bank. 2 To analyze the attitude of customer for SBI bank. 3 To analyze the service of ICICI bank. 4 To analyze the service of SBI bank.

5 To analyze the customer satisfaction in SBI and ICICI bank.

1. Methodology: The study will be conducted with reference to the data related to State Bank of India and ICICI bank. These banks have been studied with the belief that they hold the largest market share of banking business in India, in their respective sectors. The study examines the financial performance of Indian banks based on the CAMEL variables and compares the performance of SBI and ICICI banks for the period of 2005-06 to 2009-10. For evaluating the performance of banks, the world renowned CAMEL Model is adopted. CAMEL Stands for Capital Adequacy, Asset Quality, Management Quality, Earnings Quality and Liquidity. It is consider the best method for evaluating performance and health of the banks since it considers all areas of banking operations.  Sample Design This study covers a periods of five years from 2005-6 to 2009-10.  Tools:  Data collection The study is purely based on secondary data. The data required for the study will be collected from annual reports of respective banks, journals and reports on trends,

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newspapers, magazines, and progress of Banking of India, government publications, books and website.   Data analysis Different scales will be used for data analysis. Various financial ratios, bar charts and trend lines will be used to know financial performance and business model of State Bank of India and ICICI Bank.

 REFERENCES
 Dr.N.Bharathi (2010)Profitability Performance of New Private Sector Banks - An Empirical Study/ Indian Journal of Finance- Archives: Volume 4 Number 3 March 2010  Jyoti Saluja & Dr.Rajinder Kaur (2009). Profitability Performance of Public Sector Banks In India/ Indian Journal of Finance -Volume 4 Number 4 April 2010


Prakash Tiwari & Hemraj Verma(2009). A Fundamental Analysis of Public Sector Banks in India /Indian Journal of Finance- Archives: Volume 3 Number 3 March 2009

 Dr.M.Selvakumar & P.G.Kathiravan(2009). A Study of Profitability Performance of Public Sector Banks in India/ Indian Journal of Finance-Archives: Volume3Number9 September 2009 Webliography  http://www.icicibank.com/aboutus/about-us.html  http://www.statebankofindia.com/user.htm 25

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