A

Project Study Report

On
A Study on Customer Satisfaction in Indian Retail Banking
With Special Reference to
ICICI BANK
Submitted in partial fulfillment for the
Award of degree of
MASTER OF BUSINESS ADMINISTRATION
Submitted by Submitted to
Ashish umar !oyal "r# Alka $ain
%BA Part & II '(
th
sem#) 'Asst# Professor)

'*+,+-*+,,)
S.BO"/ I0S1I1.12 O3 %A0A!2%201 4 CAR22R S1."I2S
BR Shah %BA Block5 Rambagh Circle5 $aipur- 6+*++(
1

CERTIFICATE OF FACULTY GUIDE
This is to certify that the Project entitled 7A Study on Customer
Satisfaction in Indian Retail Bankin8 in Jaipur City (conducted during
the Project Study Undertaken at CC !ank" Jaipur# submitted in partial
fulfillment for the award of degree of $%AS12R O3 B.SI02SS
A"%I0IS1RA1IO08 to 7Subodh Institute of %anagement 4 Career
Studies 'SI%CS)5 $aipur8 is a record of bonafide research work carried
out by Ashish umar !oyal under my super%ision and guidance&
Date
Place.. "r# Alka $ain
!Asst" #rofessor$
Student Declaration
2

I hereby declare that this Project Study Report entitled %A Study on Customer
Satisfaction in Indian Retail Bankin& With Special Reference of ICICI Bank
'ai(ur submitted in partial fulfillment of requirement of Master of Business
Administration !MBA$ to the Su)od* Institute of Manaement + Career
Studies !SIMCS$ !aipur is based on primary and secondary data founded by me
in "arious department boo#s ma$a%ines and &ebsites&
#lace,- 'ai(ur As*is* .umar /oyal
Date,000000""
'

PR23AC2
'!A is the one of the most reputed professional coures in the field of
'anagement&t include theory as well as its practical knowledge& Project Study is
an integral part of '!A programe" as through this students ac(uire knowledge of
real happenings of the surroundings& So in )ourth semester each student at
$Subodh Institute of %anagement 4 Career Studies 'SI%CS)5 $aipur8 need to
submit a Project Study report&
Someone has greatly said that practical knowledge is far better than classroom
teaching& *uring this project ha%e fully reali+ed this and come to know about the le%el
of satisfaction of retail banking customers and the factors of customer satisfaction in
retail banks&
The Subject of my study was 7A Study On Customer Satisfaction In Indian Retail
Banking With Special Reference Of ICICI Bank&,# Customer Satisfaction is one of the
most significant factors for the profitability of retail banking in ndia& The -eport consists
of all the necessary information that relates to effecti%e recommendations that are made
to the bank for increasing their customer satisfaction le%el&
(

AC0OW92!"2%201
Expressi on of feeli ngs by words makes them less signi fi cant when i t comes
to make statement of grati tude
.ith regard to my Project with ICICI Bank5 $aipur" would like to thank each and e%ery
one who offered help" guidelines and support whene%er re(uired&
e/press my sincere thanks to my project guide "r Alka $ain" for guiding me right from
the inception till the successful completion of the project& sincerely acknowledge her
for e/tending her %aluable guidance" support for literature" critical re%iews of project and
the report and abo%e all the moral support she had pro%ided to me with all stages of this
project&
0ast" but not the least" my heartfelt lo%e for my parents and my friends" whose constant
support and blessings kept me enthusiastic throughout this project&
Ashish umar !oyal
)

2:2C.1I;2 S.%%AR<
The banking industry like many other financial ser%ices industries is facing a rapidly
changing market" new technologies" economic uncertainties" fierce competition and
more demanding customers 1 and the changing climate has presented an
unprecedented set of challenges& n the current circumstances a (uestions arises
whether the customers are satisfied or not and what are the elements of retail banking
which lead to the satisfaction or dissatisfaction of customers& The knowledge of current
le%els of satisfaction and " in particular" the primary factors of satisfaction are beneficial
to those in the industry" thereby allowing them to focus and further strengthen the key
areas that lead to highly satisfied customers & this research postulates on the present
le%els of satisfaction " and also tries to e/plore the factors that lead to customer
satisfaction in retail banking in ndia &data from 23 sur%ey respondents were collected
from one branch of one of the prominent retail bank (CC !ank# in the Jaipur& The
findings re%ealed that customer satisfaction" a transaction 4 specific attribute are
dependent on se%eral factors" which concur with e/tensi%e academic literature&
Though pri%ate banking e%ol%ed in late 567s in Asia" in ndia its not more than 3 years
old& CC started it in Aug 2662 and since then it has been a remarkable success&
Today there are enormous solutions to cater client needs but what suits best to a client
is where pri%ate banking fits in& 8%ery client will ha%e different needs" liking and
preferences& So a customi+ed portfolio for e%ery client is the need of the day&
This research will highlight more on the product portfolio of CC Pri%ate !anking" how
they ha%e changed or inno%ati%ely structured to be attracti%e and competiti%e&
*

CHAPTER TABLE OF CONTENTS PAGE NO
CHAPTER!"
INTRODUCTION OF THE
INDUSTRY
+,(-

Introduction to Indian Banking
Industry
.,1)

Introduction to Banking
1*,1/
Banking System in India
1+,2*
Role of Banks
2/,'-
Products & Services offered by
Banks
'1,(-
CHAPTER!#
INTRODUCTION TO
ORGANI$ATION
(1,/.

Introduction of ICICI Bank
(2,)2
Key subsidiaries of ICICI Bank
)',*-

Products & Services Offered By
ICICI Bank
*1,/.
CHAPTER!%
INTRODUCTION TO PRO&ECT
TOPIC
+-,++
Introduction of Customer
Satisfaction
+1,+(
Objective of Customer Satisfaction +),++
CHAPTER!'
LITREATURE RE(IE) +.,.'
CHAPTER!*
RESEARCH +ETHODOLOGY
.(,./

Title of te Study
.)
Objective of te Study
.)
Ty!e of Researc
.*
"ata Collection & Sam!le "esign
.*
Sco!e of te study ./
#imitation of te !roject
./
CHAPTER!,
FACTS - FINDINGS
.+,..
CHAPTER!.
DATA ANALYSIS -
INTERPRETATION 1--,11(
CHAPTER!/
S)OT ANALYSIS OF ICICI BANK
11),11.
CHAPTER!0
CONCLUSION
12-,121
CHAPTER!"1
RECO++ENDATIONS -
SUGGESTIONS 122,12'
CHAPTER!""
ANNE2URE
12(,12*
CHAPTER!"#
BIBLIOGRAPHY
12/,12+
/

CHARTS
Chart-, Customer ha=e Account >ith ICICI Bank
Chart-* Attributes compelled by the customers to open sa=ing account in any
bank
Chart-6 Customers ha=ing Bank Account With ICICI Bank 3rom ho> many years
Chart-( Reason for preference of ICICI Bank
Chart-? %edium for customer a>areness about the ser=ices pro=ided by ICICI
Bank
Chart-@ 1hinking of the people about the Banks
Chart-A Suitability of processing of loan for the customers
Chart-B Opinion of the customers about the processing charges of loan
Chart-C 1ype of loan Preferred by the customers of ICICI Bank
Chart-,+ Customers Opinion about the interest rate charged on loan by the
ICICI bank
Chart-,, Internet banking a=ailed by the customers of ICICI Bank
Chart-,* Reasons for not using Internet banking Ser=ice by the customers
Chart-,6 Customer opinion to>ards the financial ser=ices pro=ided by the ICICI
Bank
+

Chart-,( 9e=el of Customer satisfaction to>ards the ser=ices pro=ided by ICICI
Bank
C1A#TER 2

.

I01RO".C1IO0 O3 I0"IA0 BA0I0! I0".S1R<
!anking in ndia originated in the first decade of 95th century with The :eneral !ank of ndia
coming into e/istence in 9;5<& This was followed by !ank of =industan& !oth these banks are
now defunct& The oldest bank in e/istence in ndia is the State !ank of ndia being established
as >The !ank of !engal> in Calcutta in June 956<& A couple of decades later" foreign banks
started their Calcutta operations in the 9536s& At that point of time" Calcutta was the most acti%e
trading port" mainly due to the trade of the !ritish 8mpire" and due to which banking acti%ity took
roots there and prospered& The first fully ndian owned bank was the Allahabad !ank" which
was established in 95<3&
!y the 9?66s" the market e/panded with the establishment of banks such as Punjab @ational
!ank" in 95?3 in 0ahore and !ank of ndia" in 9?6<" in 'umbai A both of which were founded
under pri%ate ownership& The -eser%e !ank of ndia formally took on the responsibility of
regulating the ndian banking sector from 9?B3& After ndiaCs independence in 9?D;" the -eser%e
!ank was nationali+ed and gi%en broader powers&
At the end of lateA95th century" there were hardly any bank in ndia in the modern sense of the
term& At the time of the American Ci%il .ar" a %oid was created as the supply of cotton to
0ancashire stopped from the Americas& Some banks were opened at that time which functioned
as entities to finance industry" including speculati%e trades in cotton& .ith large e/posure to
speculati%e %entures" most of the banks opened in ndia during that period could not sur%i%e and
failed& The depositors lost money and lost interest in keeping deposits with banks&
Subse(uently" banking in ndia remained the e/clusi%e domain of 8uropeans for ne/t se%eral
decades until the beginning of the 26th century&
The !ank of !engal" which later became the State !ank of ndia&
1-

Hi3tor4 O5 Ban6in7 In India
.ithout a sound and effecti%e banking system in ndia it cannot ha%e a healthy economy& The
banking system of ndia should not only be hassle free but it should be able to meet new
challenges posed by the technology and any other e/ternal and internal factors&
)or the past three decades ndiaCs banking system has se%eral outstanding achie%ements to its
credit& The most striking is its e/tensi%e reach& t is no longer confined to only metropolitans or
cosmopolitans in ndia& n fact" ndian banking system has reached e%en to the remote corners
of the country& This is one of the main reason of ndiaCs growth process&
The go%ernmentCs regular policy for ndian bank since 9?<? has paid rich di%idends with the
nationali+ation of 9D major pri%ate banks of ndia&
@ot long ago" an account holder had to wait for hours at the bank counters for getting a draft or
for withdrawing his own money& Today" he has a choice& :one are days when the most efficient
11
0ther 1ationali%ed
2an#s
RESER(E BANK OF INDIA
Central Bank and su!reme monetary
autority
$on Sceduled
Banks
3orei$n
2an#s
Pri"ate
Sector
S2I 4
5ssociates
Re$ional Rural
2an#s
6rban
7ooperati"es
State
7ooperati"es
Sceduled
Banks
Coo!era
tive
Public
Sector
Commer
cial

bank transferred money from one branch to other in two days& @ow it is simple as instant
messaging or dial a pi++a& 'oney has become the order of the day&
The first bank in ndia" though conser%ati%e" was established in 9;5<& )rom 9;5< till today" the
journey of ndian !anking System can be segregated into three distinct phases& They are as
mentioned belowE
8arly phase from 9;5< to 9?<? of ndian !anks
@ationali+ation of ndian !anks and up to 9??9 prior to ndian banking sector -eforms&
@ew phase of ndian !anking System with the ad%ent of ndian )inancial F !anking Sector
-eforms after 9??9&
The first bank in ndia" though conser%ati%e" was established in 9;5<& )rom 9;5< till today" the
journey of ndian !anking System can be segregated into three distinct phases& They are as
mentioned belowE
P=AS8 A 8arly phase from 9;5< to 9?<? of ndian !anks
P=AS8 A @ationali+ation of ndian !anks and up to 9??9
P=AS8 A ndian )inancial F !anking Sector -eforms after 9??9&
P/AS2 ID
The :eneral !ank of ndia was set up in the year 9;5<& @e/t came !ank of =industan and
!engal !ank& The 8ast ndia Company established !ank of !engal (956?#" !ank of !ombay
(95D6# and !ank of 'adras (95DB# as independent units and called it Presidency !anks& These
three banks were amalgamated in 9?26 and mperial !ank of ndia was established which
started as pri%ate shareholders banks" mostly 8uropeans shareholders& *uring the first phase
the growth was %ery slow and banks also e/perienced periodic failures between 9?9B and 9?D5&
There were appro/imately 9966 banks" mostly small& To streamline the functioning and acti%ities
of commercial banks" the :o%ernment of ndia came up with The !anking Companies Act" 9?D?
which was later changed to !anking -egulation Act 9?D? as per amending Act of 9?<3 (Act @o&
2B of 9?<3#& -eser%e !ank of ndia was %ested with e/tensi%e powers for the super%ision of
banking in ndia as the Central !anking Authority& *uring those day7s public has lesser
confidence in the banks& As an aftermath deposit mobili+ation was slow& Abreast of it the
sa%ings bank facility pro%ided by the Postal department was comparati%ely safer& 'oreo%er"
funds were largely gi%en to the traders&
12

P/AS2 IID
:o%ernment took major steps in this ndian !anking Sector -eform after independence& n
9?33" it nationali+ed mperial !ank of ndia with e/tensi%e banking facilities on a large scale
especially in rural and semiAurban areas& Second phase of nationali+ation ndian !anking Sector
-eform was carried out in 9?56 with se%en more banks& This step brought 56G of the banking
segment in ndia under :o%ernment ownership&
The following are the steps taken by the :o%ernment of ndia to -egulate !anking nstitutions in
the CountryE
9?D?E 8nactment of !anking -egulation Act&
9?33E @ationali+ation of State !ank of ndia&
9?3?E @ationali+ation of S! subsidiaries&
9?<9E nsurance co%er e/tended to deposits&
9?<?E @ationali+ation of 9D major banks&
9?;9E Creation of credit guarantee corporation&
9?;3E Creation of regional rural banks&
9?56E @ationali+ation of se%en banks with deposits o%er 266 crore&
After the nationali+ation of banks" the branches of the public sector bank ndia raised to
appro/imately 566G in deposits and ad%ances took a huge jump by 99"666G&!anking in the
sunshine of :o%ernment ownership ga%e the public implicit faith and immense confidence about
the sustainability of these institutions&
P/AS2 III
This phase has introduced many more products and facilities in the banking sector in its reforms
measure& n 9??9" under the chairmanship of ' @arasimham" a committee was set up by his
name which worked for the liberali+ation of banking practices&
The country is flooded with foreign banks and their AT' stations& 8fforts are being put to gi%e a
satisfactory ser%ice to customers& Phone banking and net banking is introduced& The entire
system became more con%enient and swift& The financial system of ndia has shown a great
deal of resilience& t is sheltered from any crisis triggered by any e/ternal macroeconomics
shock as other 8ast Asian Countries suffered& This is all due to a fle/ible e/change rate regime"
the foreign reser%es are high" the capital account is not yet fully con%ertible" and banks and their
customers ha%e limited foreign e/change e/posure&
1'

/IS1OR< O3 BA0I0!
The period during the )irst .orld .ar (9?9DA9?95# through the end of the Second .orld .ar
(9?B?A9?D3#" and two years thereafter until the independence of ndia were challenging for the
ndian banking& The years of the )irst .orld .ar were turbulent" and it took toll of many banks
which simply collapsed despite the ndian economy gaining indirect boost due to warArelated
economic acti%ities& At least ?D banks in ndia failed during the years 9?9B to 9?95 as indicated
in the following tableE
POS1-
I0"2P20"20C2
The partition of ndia in 9?D; had ad%ersely impacted the economies of Punjab and .est
!engal" and banking acti%ities had remained paraly+ed for months& ndiaCs independence
marked the end of a regime of the 0aisse+Afaire for the ndian banking& The :o%ernment of ndia
initiated measures to play an acti%e role in the economic life of the nation" and the ndustrial
Policy -esolution adopted by the go%ernment in 9?D5 en%isaged a mi/ed economy& This
resulted into greater in%ol%ement of the state in different segments of the economy including
banking and finance& The major steps to regulate banking includedE
2" n 9?D5" the -eser%e !ank of ndia" ndiaCs central banking authority" was nationali+ed" and
it became an institution owned by the :o%ernment of ndia&
*# n 9?D?" the !anking -egulation Act was enacted which empowered the -eser%e !ank of
ndia (-!# >to regulate" control" and inspect the banks in ndia&>
6# The !anking -egulation Act also pro%ided that no new bank or branch of an e/isting bank
may be opened without a license from the -!" and no two banks could ha%e common
directors&
1(
<ears
0umber of banks
that failed
AuthoriEed capital
'Rs# 9akes)
Paid-up Capital
'Rs# 9akes)
9?9B 92 2;D B3
9?9D D2 ;96 96?
9?93 99 3< 3
9?9< 9B 2B9 D
9?9; ? ;< 23
9?95 ; 26? 9

=owe%er" despite these pro%isions" control and regulations" banks in ndia e/cept the State
!ank of ndia" continued to be owned and operated by pri%ate persons& This changed with the
nationali+ation of major banks in ndia on 9?th July" 9?<?
0A1IO0A9ISA1IO0
!y the 9?<6s" the ndian banking industry has become an important tool to facilitate the
de%elopment of the ndian economy& At the same time" it has emerged as a large employer" and
a debate has ensued about the possibility to nationali+e the banking industry& ndira :andhi"
theAthen Prime 'inister of ndia e/pressed the intention of the :H in the annual conference of
the All ndia Congress 'eeting in a paper entitled >Stray thoughts on !ank @ationali+ation&> The
paper was recei%ed with positi%e enthusiasm& Thereafter" her mo%e was swift and sudden" and
the :H issued an ordinance and nationali+ed the 9D largest commercial banks with effect from
the midnight of July 9?" 9?<?& Jayaprakash @arayan" a national leader of ndia" described the
step as a >masterstroke of political sagacity&> .ithin two weeks of the issue of the ordinance"
the Parliament passed the !anking Companies (Actuation and Transfer of Undertaking# !ill" and
it recei%ed the presidential appro%al on ?th August" 9?<?&
A second dose of nationali+ation of < more commercial banks followed in 9?56& The stated
reason for the nationali+ation was to gi%e the go%ernment more control of credit deli%ery& .ith
the second dose of nationali+ation" the :H controlled around ?9G of the banking business of
ndia&
After this" until the 9??6s" the nationali+ed banks grew at a pace of around DG" closer to the
a%erage growth rate of the ndian economy&
9?33 E @ationalisation of State !ank of ndia&
9?3? E @ationalisation of S! subsidiaries&
9?<? E @ationalisation of 9D major banks&
9?56 E @ationalisation of se%en banks with deposits o%er 266 crores&
9IB2RA9ISA1IO0
n the early 9??6s the then @arasimha-ao go%ernment embarked on a policy of liberali+ation
and ga%e licenses to a small number of pri%ate banks" which came to be known as @ew
1)

:eneration techAsa%%y banks" which included banks such as UT !ank(now reAnamed as A/is
!ank# (the first of such new generation banks to be set up#" CC !ank and =*)C !ank& This
mo%e" along with the rapid growth in the economy of ndia" kick started the banking sector in
ndia" which has seen rapid growth with strong contribution from all the three sectors of banks"
namely" go%ernment banks" pri%ate banks and foreign banks&
The ne/t stage for the ndian banking has been setup with the proposed rela/ation in the norms
for )oreign *irect n%estment" where all )oreign n%estors in banks may be gi%en %oting rights
which could e/ceed the present cap of 96G" at present it has gone up to D?G with some
restrictions&
The new policy shook the !anking sector in ndia completely& !ankers" till this time" were used
to the DA<AD method (!orrow at DG1 0end at <G1 :o home at D# of functioning& The new wa%e
ushered in a modern outlook and techAsa%%y methods of working for traditional banks& All this
led to the retail boom in ndia& People not just demanded more from their banks but also
recei%ed more&
1*

I01RO".C1IO0 O3 BA0I0!
%2A0I0! A0" "23I0I1IO0D
!ank is an institution that deals in money and its substitutes and pro%ides crucial
financial ser%ices& The principal type of baking in the modern industrial world is commercial
banking F central banking&
!anking 'eans >Accepting *eposits for the purpose of lending or n%estment of deposits
of money from the public" repayable on demand or otherwise and withdraw by che(ue" draft or
otherwise&>
A!anking Companies (-egulation# Act"9?D?
The concise o/ford dictionary has defined a bank as >8stablishment for custody of
money which it pays out on customers order&> n fact this is the function which the bank
performed when banking originated&
>!anking in the most general sense" is meant the business of recei%ing" conser%ing F
utili+ing the funds of community or of any special section of it&>
A!y =& .ills F J& !ogan
>A banker of bank is a person" a firm" or a company ha%ing a place of business where
credits are opened by deposits or collection of money or currency or where money is ad%anced
and waned&
A!y )indlay Sheras
Thus"
A !ank E
Accept deposits of money from public"
Pays interest on money deposited with it&
0ends or in%ests money
-epays the amount on demand"
Allow the money deposited to be withdrawn by che(ue or draft&
1/

!anks ha%e played a pi%otal role in the process of de%elopment of the district o%er the years"
especially after the formation of the district in 9??B& Apart from dispensing credit" the !anks
ha%e also brought about social changes& The contribution of the banking sector in the field of
o%erall de%elopment of the district is elaborated in the following paragraphs&
At the beginning of the 26th century" ndian economy was passing through a relati%e period of
stability& Around fi%e decades ha%e elapsed since the ndiaCs )irst war of ndependence" and the
social" industrial and other infrastructure ha%e de%eloped& At that time there were %ery small
banks operated by ndians" and most of them were owned and operated by particular
communities& The banking in ndia was controlled and dominated by the presidency banks"
namely" the !ank of !ombay" the !ank of !engal" and the !ank of 'adras A which later on
merged to form the mperial !ank of ndia" and mperial !ank of ndia" upon ndiaCs
independence" was renamed the State !ank of ndia& There were also some e/change banks"
as also a number of ndian joint stock banks& All these banks operated in different segments of
the economy&
The presidency banks were like the central banks and discharged most of the functions of
central banks& They were established under charters from the !ritish 8ast ndia Company& The
e/change banks" mostly owned by the 8uropeans" concentrated on financing of foreign trade&
ndian joint stock banks were generally undercapitali+ed and lacked the e/perience and maturity
to compete with the presidency banks" and the e/change banks& There was potential for many
new banks as the economy was growing& 0ord Carson had obser%ed then in the conte/t of
ndian bankingE >n respect of banking it seems we are behind the times& .e are like some old
fashioned sailing ship" di%ided by solid wooden bulkheads into separate and cumbersome
compartments&,
Under these circumstances" many ndians came forward to set up banks" and many banks were
set up at that time" a number of which ha%e sur%i%ed to the present such as !ank of ndia and
Corporation !ank" ndian !ank" !ank of !aroda" and Canara !ank&
ndian banking sector can be di%ided mainly into four broad categories namely public sector
!anks" old pri%ate sector banks" new pri%ate sector banks" and foreign banks& The other
categories of banks include coAoperati%e banks and regional rural banks& Since these banks
don7t form a substantial chunk of the banking system" we will focus on the first four categories&
1+

BA0I0! S<S12% I0 I0"IA
C201RA9 BA0D -8S8-I8 !A@J H) @*A
0A1IO0A9IS2" BA0 I0 I0"IA
The !anking System in ndia is dominated by nationali+ed banks& The @ationali+ation of !anks
in ndia took place in 9?<? by 'rs& ndira :andhi the then Prime 'inister& The major objecti%e
!ehind @ationali+ation !anks was to spread banking nfrastructure in -ural areas and make
a%ailable cheap finance to ndian farmers& )ourteen banks were nationali+ed in 9?<?& These
!anks were
State !ank of ndia
Allahabad !ank
Andhra !ank
!ank of !aroda
!ank of ndia
!ank of 'aharashtra
Canara !ank
1.
BAN.S IN INDIA
CENTRA3 BAN. NATIONA3ISED
BAN.
BAN.S
#RI4ATE BAN.S FOREI/N BAN.S

Central !ank of ndia
Corporation !ank
*ena !ank
ndian !ank
ndian H%erseas !ank
Hriental !ank of Commerce
Punjab F Sind !ank
Punjab @ational !ank
Syndicate !ank
Union !ank of ndia
PRI;A12 BA0 I0 I0"IA
All the banks in ndia were earlier pri%ate banks& They were founded in the preAindependence
era to cater to the banking needs of the people& !ut after nationali+ation of banks in 9?<? public
sector banks came to occupy dominant role in the banking structure& Pri%ate sector banking in
ndia recei%ed a fillip in 9??D when -eser%e !ank of ndia encouraged setting up of pri%ate
banks as part of its policy of liberali+ation of the ndian !anking ndustry& =ousing *e%elopment
)inance Corporation 0imited (=*)C# was amongst the first to recei%e an Cin principleC appro%al
from the -eser%e !ank of ndia (-!# to set up a bank in the pri%ate sector&
A/is !ank
!harat H%erseas !ank
Catholic Syrian !ank
Centurion !ank of Punjab
City Union !ank
*e%elopment Credit !ank
*hanalakshmi !ank
)ederal !ank
:anesh !ank of Jurundwad
=*)C !ank
2-

CC !ank
*! !ank
ndusnd !ank
@: Iysya !ank
Jammu F Jashmir !ank
Jarnataka !ank 0imited
Jarur Iysya !ank
Jotak 'ahindra !ank
0akshmi Iilas !ank
0ord Jrishna !ank
@ainital !ank
-atnakar !ank
S! Commercial and nternational !ank
3OR2I!0 BA0S I0 I0"IA
)oreign !anks are likely to succeed in their niche markets and be the inno%ators in terms of
technology introduction in the domestic scenario& The outlook for the pri%ate sector banks
indeed looks to be more promising %isAKA%is other banks& .hile their focused operations lower
but more producti%e employee force etc will stand them good" possible ac(uisitions of PSU
banks will definitely gi%e them the much needed scale of operations and access to lower cost of
funds&
Standard charted !ank
*eutsche !ank
!ank of America
Citi !ank
A!@ Amro !ank
=S!C !ank
21

3.0C1IO0S O3 BA0S
PRI%AR< 3.0C1IO0S
Acceptance of *eposits
'aking loans F ad%ances
0oans
H%erdraft
Cash Credit
*iscounting of bills of e/change
S2CO0"AR< 3.0C1IO0S
Agency functions
Collection of che(ues F !ills etc&
Collection of interest and di%idends&
'aking payment on behalf of customers
Purchase F sale of securities
)acility of transfer of funds
To act as trustee F e/ecutor&
.1I9I1< 3.0C1IO0S D
Safe custody of customers %aluable articles F securities&
Underwriting facility
22

ssuing of tra%eler7s che(ue letter of credit
)acility of foreign e/changes
Pro%iding trade information
Pro%ide information regarding credit worthiness of their customer&
C9ASSI3ICA1IO0 O3 BA0S
C9ASSI3ICA1IO0 O0 BASIS O3 OW02RS/IP
Hn the basis of ownership banks are of the following types E
,# P.B9IC S2C1OR BA0
Public sector banks are those banks which are owned by the :o%ernment& The :o%t&
runs these !anks& n ndia 9D banks were nationali+ed in 9?<? F in 9?56 another <
banks were also nationali+ed& Therefor in 9?56 the number of nationali+ed bank 26& !ut
at present there are ? banks are nationali+ed& All these banks are belonging to public
sector category& .elfare is their principle objecti%e&
*# PRI;A12 S2C1OR BA0S
These banks are owned and run by the pri%ate sector& Iarious banks in the country such
as CC !ank" =*)C !ank etc& An indi%idual has control o%er their banks in preparation
to the share of the banks held by him&
6# CO-OP2RA1I;2 BA0S
CoAoperati%e banks are those financial institutions& They pro%ide short term F medium
term loans to their members& CoAoperati%e banks are in e%ery state in ndia& ts branches
at district le%el are known as the central coAoperati%e bank& The central coAoperati%e
bank in turn has its branches both in the urban F rural areas& 8%ery state coAoperati%e
bank is an ape/ bank which pro%ides credit facilities to the central coAoperati%e bank& t
2'

mobili+ed financial resources from richer section of urban population by accepting
deposit and creating the credit like commercial bank and borrowing from the money mkt&
t also gets funds from -!&
ii ACCOR"I0! 1O R2S2R;2 BA0 O3 I0"IA AC1 ,C6?
!anks are classified into following two categories son the basis of reser%e bank Act
9?BD&
,# SC/2".92" BA0
These banks ha%e paid up capital of at least -s& 3 lacks& These are like a joint stock
company& t is a coAoperati%e organi+ation& These banks find their mention in the second
schedule of the reser%e bank&
*# 0O0 SC/2".92" BA0
These banks are not mentioned in the second schedule of reser%e bank paid up capital
of these banks is less then -s&3 lacs& The no& such bank is gradually tolling in ndia&
iii C9ASSI3ICA1IO0 ACCOR"I0! 1O 3.0C1IO0
Hn the basis of functions banks are classified as under EA
,# CO%%2RCIA9 BA0S
The commercial banks generally e/tend shortAterm loans to businessmen F traders&
Since their deposits are for a shortAperiod only& They cannot lend money for a long
period& These banks reform %arious types or agency job for their customers& These
banks are not in a position to grant longAterm loans to industries because their deposits
are only for a short period& The majority of joint stock banks in ndia are commercial
banks which finance trade F commerce only&
*# SA;I0! BA0S
The principle function of these banks is to collect small sa%ing across the country and
put them into producti%e use& These banks ha%e shown marked de%elopment in
2(

:ermany F Japan& These banks are established in =A'!U-: City of :ermany in 9;<3&
n ndia a department of post offices functions as a sa%ing banks&
6# 3OR2I!0 2:C/A0!2 BA0S
These are special types of banks which speciali+e in financing foreign trade& Their main
function is to make international payments through purchase F sale of e/change bills& As
it well known" the e/porters of a country prefer to recei%e the payments for e/ports in
their own currency& Thus these banks con%ert home currency into foreign currency and
%ice %ersa& t is on this account that these banks ha%e to keep with themsel%es stock of
the currency of %arious countries& Along with that" they ha%e to open branches in foreign
countries to carry on their business&
(# I0".S1IRA9 BA0S
The industrial banks e/tends long term loans to industries& n fact" they also help
industrials firms to sell their debentures and shares& Sometimes" they e%en underwrite
the debentures F shares of big industrial concerns&
?# I0"I!20IO.S BA0S
These banks found their origin in ndia& These banks made a significant contribution to
the de%elopment of agricultural and industries before independence& 'ahajans" rural
moneylenders ha%e been the forerunner of these banks in ndia&
@# C201RA9 BA0
The central bank occupies a pi%otal position in the monetary and banking structure of the
country& The central bank is the undisputed leader of the money market& As such it
super%ises controls and regulates the acti%ities of commercial banks affiliated with it& The
central bank is also the higher monetary institution in the country charged with the duty F
responsibility of carrying out the monetary policy formulated by the go%ernment& ndiaCs
central bank known as the reser%e bank of ndia was set up in 9?B3&
A# A!RIC.91.RA9 BA0
2)

The commercial and the industrial banks are not in a position to meet the credit
re(uirements of agriculture& =ence" there arises the need for setting up special type of
banks of finance agriculture& The credit re(uirements of the farmers are two types& )irstly
the farmers re(uire short term loans to buy seeds" fertili+ers" ploughs and other inputs&
Secondly" the farmers re(uire longAterm loans to purchase land" to effect permanent
impro%ements on the land to buy e(uipment and to pro%ide for irrigation works& There
are two types of agriculture banks&
9& Agriculture coAoperati%e banks" and
2& 0and mortgage banks& The farmer pro%ide shortAterm credit" while the letter
e/tend longAterm loans to the farmer
%A$OR P9A<2RS O3 BA0I0! S2C1OR
PRI;A12 BA0 I0 I0"IA


P.B9IC BA0S I0 I0"IA

2*






3OR2I!0 BA0S I0 I0"IA

2/


Role of BanksD
!anks play a positi%e role in economic de%elopment of a country as repositories
of community7s sa%ings and as pur%eyors of credit& ndian !anking has aided the economic
de%elopment during the last fifty years in an effecti%e way& The banking sector has shown a
remarkable responsi%eness to the needs of planned economy& t has brought about a
considerable progress in its efforts at deposit mobili+ation and has taken a number of measures
in the recent past for accelerating the rate of growth of deposits& As recourse to this" the
commercial banks opened branches in urban" semiAurban and rural areas and ha%e introduced
a number of attracti%e schemes to foster economic de%elopment&
The acti%ities of commercial banking ha%e growth in multiAdirectional ways as
well as multiAdimensional manner& !anks ha%e been playing a catalytic role in area
de%elopment" backward area de%elopment" e/tended assistance to rural de%elopment all along
helping agriculture" industry" international trade in a significant manner& n a way" commercial
banks ha%e emerged as key financial agencies for rapid economic de%elopment&
!y pooling the sa%ings together" banks can make a%ailable funds to speciali+ed
institutions which finance different sectors of the economy" needing capital for %arious purposes"
risks and durations& !y contributing to go%ernment securities" bonds and debentures of termA
lending institutions in the fields of agriculture" industries and now housing" banks are also
2+

pro%iding these institutions with an access to the common pool of sa%ings mobili+ed by them" to
that e/tent relie%ing them of the responsibility of directly approaching the sa%er& This
intermediation role of banks is particularly important in the early stages of economic
de%elopment and financial specification& A country like ndia" with different regions at different
stages of de%elopment" presents an interesting spectrum of the e%ol%ing role of banks" in the
matter of interAmediation and beyond&
'obili+ation of resources forms an integral part of the de%elopment process in
ndia& n this process of mobili+ation" banks are at a great ad%antage" chiefly because of their
network of branches in the country& And banks ha%e to place considerable reliance on the
mobili+ation of deposits from the public to finance de%elopment programmes& )urther" deposit
mobali+ation by banks in ndia ac(uired greater significance in their new role in economic
de%elopment&
Commercial banks pro%ide shortAterm and mediumAterm financial assistance&
The shortAterm credit facilities are granted for working capital re(uirements& The mediumAterm
loans are for the ac(uisition of land" construction of factory premises and purchase of machinery
and e(uipment& These loans are generally granted for periods ranging from fi%e to se%en years&
They also establish letters of credit on behalf of their clients fa%oring suppliers of raw
materialsLmachinery (both ndian and foreign# which e/tend the banker7s assurance for payment
and thus help their deli%ery& Certain transaction" particularly those in contracts of sale of
:o%ernment *epartments" may re(uire guarantees being issued in lieu of security earnest
money deposits for release of ad%ance money" supply of raw materials for processing" full
payment of bills on the assurance of the performance etc& Commercial banks issue such
guarantees also&
1he Role of Reser=e Bank of India 'RBI) & BankerFs BankD
The -eser%e !ank of ndia (-!# is the central bank of ndia" and
was established on April 9" 9?B3 in accordance with the pro%isions of the -eser%e !ank of ndia
Act" 9?BD& Since its inception" it has been head(uartered in 'umbai& Though originally pri%ately
owned" -! has been fully owned by the :o%ernment of ndia since nationali+ation in 9?D?&
-! is go%erned by a central board (headed by a :o%ernor# appointed by the
Central :o%ernment& The current go%ernor of -! is *r&M&Ienugopal -eddy (who succeeded
*r& Iimal Jalan on September <" 266B#& -! has 22 regional offices across ndia& The -eser%e
2.

!ank of ndia was set up on the recommendations of the =ilton Moung Commission& The
commission submitted its report in the year 9?2<" though the bank was not set up for nine
years&
%ain Objecti=eD
%onetary Authority
)ormulates" implements and monitors the monetary policy&
Hbjecti%eE maintaining price stability and ensuring ade(uate flow of credit to producti%e
sectors&
Regulator and super=isor of the financial system
Prescribes broad parameters of banking operations within which the country7s banking
and financial system functions&
Hbjecti%eE maintain public confidence in the system" protect depositors7 interest and
pro%ide costAeffecti%e banking ser%ices to the public& The !anking Hmbudsman Scheme
has been formulated by the -eser%e !ank of ndia (-!# for effecti%e redressal of
complaints by bank customers
%anager of 2Gchange Control
'anages the )oreign 8/change 'anagement Act" 9???&
Hbjecti%eE to facilitate e/ternal trade and payment and promote orderly de%elopment and
maintenance of foreign e/change market in ndia&
Issuer of currency
ssues and e/changes or destroys currency and coins not fit for circulation&
Hbjecti%eE to gi%e the public ade(uate (uantity of supplies of currency notes and coins
and in good (uality&
"e=elopmental role
Performs a wide range of promotional functions to support national objecti%es&
'-

Related 3unctions
!anker to the :o%ernmentE performs merchant banking function for the central and the
state go%ernments1 also acts as their banker&
!anker to banksE maintains banking accounts of all scheduled banks&
Hwner and operator of the depository (S:0# and e/change (@*S# for go%ernment
bonds&
There is now an international consensus about the need to focus the tasks of a central bank
upon central banking& -! is far out of touch with such a principle" owing to the sprawling
mandate described abo%e&
Super=isory 3unctionsD
n addition to its traditional central functions" the -eser%e bank has certain nonA
monetary functions of the nature of super%ision of banks and promotion of sound banking in
ndia& The -eser%e !ank Act" 9?BD" and the !anking -egulation Act" 9?D? ha%e gi%en the -!
wide powers of super%ision and control o%er commercial and cooperati%e banks" relating to
licensing and establishments" branch e/pansion" li(uidity of their assets" management and
methods of working" amalgamation" reconstruction and li(uidation& The -! is authori+ed to
carry out periodical inspections of the banks and to call for returns and necessary information
from them& The nationali+ation of 9D major ndian scheduled banks in July 9?<? has imposed
new responsibilities on the -! for directing the growth of banking and credit policies towards
more rapid de%elopment of the economy and reali+ation of certain desired social objecti%es& The
super%isory functions of the -! ha%e helped a great deal in impro%ing the standard of banking
in ndia to de%elop on sound lines and to impro%e the methods of their operation&
Promotional 3unctionsD
.ith economic growth assuming a new urgency since ndependence" the range
of the -eser%e !ank7s functions ha%e steadily widened& The !ank now performs a %ariety of
de%elopmental and promotional functions" which" at one time" were regarded as outside the
'1

normal scope of central banking& The -eser%e !ank was asked to promote banking habit"
e/tend banking facilities to rural and semiAurban areas" and establish and promote new
speciali+ed financing agencies& Accordingly" the -eser%e bank has helped in the setting up of
the )C and the S)CE it set up the *eposit nsurance Corporation of ndia in 9?<B and the
ndustrial -econstruction Corporation of ndia in 9?;2& These institutions were set up directly or
indirectly by the -eser%e !ank to promote sa%ing habit and to mobili+e sa%ings" and to pro%ide
industrial finance as well as agricultural finance& As far back as 9?B3" the -! set up the
Agricultural Credit *epartment to pro%ide agricultural credit& !ut only since 9?39 the !ank7s role
in this field has become e/tremely important& The !ank has de%eloped the coAoperati%e credit
mo%ement to encourage sa%ing" to eliminate moneyAlenders from the %illages and to route its
short term credit to agriculture& The -! has set up the Agricultural -efinance and *e%elopment
Corporation to pro%ide longAterm finance to farmers&
PRO".C1S A0" S2R;IC2S O332R2" B< BA0S
Broad Classification of Products in a bankD
The different products in a bank can be broadly classified intoE
-etail !anking&
Trade )inance&
Treasury Hperations&
-etail !anking and Trade finance operations are conducted at the branch le%el while the
wholesale banking operations" which co%er treasury operations" are at the hand office or a
designated branch&
Retail BankingD
*eposits
0oans" Cash Credit and H%erdraft
@egotiating for 0oans and ad%ances
'2

-emittances
!ookAJeeping (maintaining all accounting records#
-ecei%ing all kinds of bonds %aluable for safe keeping
1rade 3inanceD
ssuing and confirming of letter of credit&
*rawing" accepting" discounting" buying" selling" collecting of bills of e/change"
promissory notes" drafts" bill of lading and other securities&
1reasury OperationsD
!uying and selling of bullion& )oreign e/change
Ac(uiring" holding" underwriting and dealing in shares" debentures" etc&
Purchasing and selling of bonds and securities on behalf of constituents&
The banks can also act as an agent of the :o%ernment or local authority& They insure"
guarantee" underwrite" participate in managing and carrying out issue of shares" debentures"
etc&
Apart from the abo%eAmentioned functions of the bank" the bank pro%ides a whole lot of
other ser%ices like in%estment counseling for indi%iduals" shortAterm funds management and
portfolio management for indi%iduals and companies& t undertakes the inward and outward
remittances with reference to foreign e/change and collection of %aried types for the
:o%ernment&
Common Banking Products A=ailableD
Some of common a%ailable banking products are e/plained belowE
,) Credit CardD Credit Card is $post paid, or $pay later, card that draws from a credit lineA
money made a%ailable by the card issuer (bank# and gi%es one a grace period to pay& f the
amount is not paid full by the end of the period" one is charged interest&
''

A credit card is nothing but a %ery small card containing a means of identification" such
as a signature and a small photo& t authori+es the holder to change goods or ser%ices to his
account" on which he is billed& The bank recei%es the bills from the merchants and pays on
behalf of the card holder&
These bills are assembled in the bank and the amount is paid to the bank by the card holder
totally or by installments& The bank charges the customer a small amount for these ser%ices&
The card holder need not ha%e to carry moneyLcash with him when he tra%els or goes for
purchasing&
Credit cards ha%e found wide spread acceptance in the Nmetros7 and big cities& Credit
cards are joining popularity for online payments& The major players in the Credit Card market
are the foreign banks and some big public sector banks like S! and !ank of !aroda& ndia at
present has about B million credit cards in circulation&
*) "ebit CardsD *ebit Card is a $prepaid, or $pay now, card with some stored %alue& *ebit
Cards (uickly debit or subtract money from one7s sa%ings account"or if one were taking out
cash& 8%ery time a person uses the card" the merchant who in turn can get the money
transferred to his account from the bank of the buyers" by debiting an e/act amount of purchase
from the card& To get a debit card along with a Personal dentification @umber (P@#&
.hen he makes a purchase" he enters this number on the shop7s P@ pad& .hen the
card is swiped through the electronic terminal" it dials the ac(uiring bank system 4 either 'aster
Card or Iisa that %alidates the P@ and finds out from the issuing bank whether to accept or
decline the transaction& The customer ne%er o%erspread because the amount spent is debited
immediately from the customer7s account& So" for the debit card to work" one must already ha%e
the money in the account to co%er the transaction& There is no grace period for a debit card
purchase& Some debit cards ha%e monthly or per transaction fees&
*ebit Card holder need not carry a bulky checkbook or large sums of cash when heLshe
goes at for shopping& This is a fast and easy way of payment one can get debit card facility as
debit cards use one7s own money at the time of sale" so they are often easier than credit cards
to obtain&
'(

The major limitation of *ebit Card is that currently only some B666AD666 shops country
wide accepts it& Also" a person can7t operate it in case the telephone lines are down&
6) Automatic 1eller %achineD The introduction of AT'7s has gi%en the customers the facility
of round the clock banking& The AT'7s are used by banks for making the customers dealing
easier& AT' card is a de%ice that allows customer who has an AT' card to perform routine
banking transaction at any time without interacting with human teller& t pro%ides e/change
ser%ices& This ser%ice helps the customer to withdraw money e%en when the banks ate closed&
This can be done by inserting the card in the AT' and entering the Personal dentification
@umber and secret Password&
AT'7s are currently becoming popular in ndia that enables the customer to withdraw
their money 2D hours a day and B<3 days& t pro%ides the customers with the ability to withdraw
or deposit funds" check account balances" transfer funds and check statement information& The
ad%antages of AT'7s are many& t increases e/isting business and generates new business& t
allows the customers&
To transfer money to and from accounts&
To %iew account information&
To order cash&
To recei%e cash&
Ad=antages of A1%FsD
1o the Customers
AT'7s pro%ide 2D hrs& ; days and B<3 days a year ser%ice&
Ser%ice is (uick and efficient
Pri%acy in transaction
.ider fle/ibility in place and time of withdrawals&
The transaction is completely secure 4 you need to key in Personal dentification
@umber (Uni(ue number for e%ery customer#&
1o Banks
')

Alternati%e to e/tend banking hours&
Crowding at bank counters considerably reduced&
Alternati%e to new branches and to reduce operating e/penses&
-elie%es bank employees to focus an more analytical and inno%ati%e work&
ncreased market penetration&
AT'7s can be installed anywhere like Airports" -ailway Stations" Petrol Pumps" !ig
!usiness arcades" markets" etc& =ence" it gi%es easy access to the customers" for obtaining
cash&
The AT' ser%ices pro%ided first by the foreign banks like Citibank" :rind lays bank and
now by many pri%ate and public sector banks in ndia like CC !ank" =*)C !ank" S!" UT
!ank etc& The CC has launched AT' Ser%ices to its customers in all the 'etropolitan Cities in
ndia& !y the end of 9??6 ndian Pri%ate !anks and public sector banks ha%e come up with their
own AT' @etwork in the form of $S.A*=A@,& H%er the past year upto DD banks in 'umbai"
Iashi and Thane" ha%e became a part of $S.A*=A@, a system of shared payments networks"
introduced by the ndian !ank Association (!A#&
() 2-CheaHuesD The eAchea(ues consists fi%e primary facts& They are the consumers" the
merchant" consumer7s bank the merchant7s bank and the eAmint and the clearing process& This
chea(uring system uses the network ser%ices to issue and process payment that emulates real
world cha(uing& The payer issues a digital chea(ues to the payee ant the entire transactions are
done through internet& 8lectronic %ersion of chea(ues are issued" recei%ed and processed& A
typical electronic che(ue transaction takes place in the following mannerE
The customer accesses the merchant ser%er and the merchant ser%er presents its goods
to the customer&
The consumer selects the goods and purchases them by sending an eAche(ue to the
merchant&
The merchant %alidates the eAche(ue with its bank for payment authori+ation&
The merchant electronically forwards the eAche(ue to its bank&
The merchant7s bank forwards the eAche(ue to the clearing house for cashing&
The clearing house jointly works with the consumer7s bank clears the che(ue and
transfers the money to the merchant7s banks&
'*

The merchant7s bank updates the merchant7s account&
The consumer7s bank updates the consumer7s account with the withdrawal information&
The eAche(uing is a great boon to big corporate as well as small retailers& 'ost major
banks accept eAche(ues& Thus this system offers secure means of collecting payments"
transferring %alue and managing cash flows&
5$ 2lectronic 3unds 1ransfer '231)D 'any modern banks ha%e computeri+ed their
che(ue handling process with computer networks and other electronic e(uipments&
These banks are dispensing with the use of paper che(ues& The system called
electronic fund transfer (8)T# automatically transfers money from one account to
another& This system facilitates speedier transfer of funds electronically from any
branch to any other branch& n this system the sender and the recei%er of funds may
be located in different cities and may e%en bank with different banks& )unds transfer
within the same city is also permitted& The scheme has been in operation since
)ebruary ;" 9??<" in ndia&
The other important type of facility in the 8)T system is automated clearing houses&
These are the computer centers that handle the bills meant for deposits and the bills meant for
payment& n big companies pay is not disbursed by issued che(ues or issuing cash& The
payment office directs the computer to credit an employee7s account with the person7s pay&
6$ 1elebankingD Telebanking refers to banking on phone ser%ices&&a customer can
access information about hisLher account through a telephone call and by gi%ing the
coded Personal dentification @umber (P@# to the bank& Telebanking is e/tensi%ely
user friendly and effecti%e in nature&
To get a particular work done through the bank" the users may lea%e his instructions in
the form of message with bank&
)acility to stop payment on re(uest& Hne can easily know about the che(ue status&
nformation on the current interest rates&
nformation with regard to foreign e/change rates&
-e(uest for a ** or pay order&
*A'at Account related ser%ices&
'/

And other similar ser%ices&
7$ %obile BankingD A new re%olution in the realm of eAbanking is the emergence of
mobile banking& HnAline banking is now mo%ing to the mobile world" gi%ing e%erybody
with a mobile phone access to realAtime banking ser%ices" regardless of their
location& !ut there is much more to mobile banking from just onAlie banking& t
pro%ides a new way to pick up information and interact with the banks to carry out
the rele%ant banking business& The potential of mobile banking is limitless and is
e/pected to be a big success& !ooking and paying for tra%el and e%en tickets is also
e/pected to be a growth area&
According to this system" customer can access account details on mobile using
the Short 'essaging System (S'S# technology< where select data is pushed to the mobile
de%ice& The wireless application protocol (.AP# technology" which will allow user to surf the net
on their mobiles to access anything and e%erything& This is a %ery fle/ible way of transacting
banking business&
Already CC and =*)C banks ha%e tied up cellular ser%ice pro%ides such as Airtel"
Hrange" Sky Cell" etc& in *elhi and 'umbai to offer these mobile banking ser%ices to their
customers&
8$ Internet BankingD nternet banking in%ol%es use of internet for deli%ery of banking
products and ser%ices& .ith internet banking is now no longer confirmed to the
branches where one has to approach the branch in person" to withdraw cash or
deposits a che(ue or re(uest a statement of accounts& n internet banking" any
in(uiry or transaction is processed online without any reference to the branch
(anywhere banking# at any time&
The nternet !anking now is more of a normal rather than an e/ception due to the fact
that it is the cheapest way of pro%iding banking ser%ices& As indicated by 'cJinsey Ouarterly
research" presently traditional banking costs the banks" more than a dollar per person" AT'
banking costs 2; cents and internet banking costs below D cents appro/imately& CC bank was
the first one to offer nternet !anking in ndia&
Benefits of Internet BankingD
'+

-educe the transaction costs of offering se%eral banking ser%ices and diminishes the
need for longer numbers of e/pensi%e brick and mortar branches and staff&
ncrease con%enience for customers" since they can conduct many banking transaction
2D hours a day&
ncrease customer loyalty&
mpro%e customer access&
Attract new customers&
8asy online application for all accounts" including personal loans and mortgages
3inancial 1ransaction on the InternetD
2lectronic CashD Companies are de%eloping electronic replicas of all e/isting payment systemE
cash" che(ue" credit cards and coins&
Automatic PaymentsD Utility companies" loans payments" and other businesses use on
automatic payment system with bills paid through direct withdrawal from a bank account&
"irect "epositsD 8arnings (or :o%ernment payments# automatically deposited into bank
accounts" sa%ing time" effort and money&
Stored ;alue CardsD Prepaid cards for telephone ser%ice" transit fares" highway tolls" laundry
ser%ice" library fees and school lunches&
Point of Sale transactionsD Acceptance of AT'LChe(ue at retail stores and restaurants for
payment of goods and ser%ices& This system has made functioning of the stock 'arket %ery
smooth and efficient&
Cyber BankingD t refers to banking through online ser%ices& !anks with web site $Cyber,
branches allowed customers to check balances" pay bills" transfer funds" and apply for loans on
the nternet&
9$ "ematD *emat is short for deAmateriali+ation of shares& n short" *emat is a process
where at the customer7s re(uest the physical stock is con%erted into electronic
entries in the depository system&
'.

n January 9??5 S8! (Securities and 8/change !oard of ndia# initiated *8'AT
ACCHU@TA@CM System to regulate and to impro%e stock in%esting& As on date" to trade on
shares it has become compulsory to ha%e a share *emat account and all trades take place
through *emat&
/o> to Operate "2%A1 ACCO.01I
Hne needs to open a *emat Account with any of the branches of the bank& After
opening an account with any bank" by filling the *emat re(uest form one can hando%er the
securities& The rest will be taken care by the bank and the customer will recei%e credit of shares
as soon as it is confirmed by the CompanyL-egister and Transfer Agent& There is no physical
mo%ement of share certification any more& Any buying or selling of shares is done %ia electronic
transfers&
9# f the in%estor wants to sell his shares" he has to place an order with his broker and gi%e
a $*eli%ery nstruction, to his *P (*epository Participant#& The *P will debit hi s account
with the number of shares sold by him&
2# f one wants to buy shares" he has to inform his broker about his *epository Account
@umber so that the shares bought by him are credited in to his account&
B# Payment for the electronic shares bought or sold is to be made in the same way as in
the case of physical securities&
BA0I0! S2R;IC2S
!anking co%ers so many ser%ices that it is difficult to define it& =owe%er" these
basic ser%ices ha%e always been recogni+ed as the hallmark of the genuine banker& These
areP
The receipt of the customer7s deposits
The collection of his che(ues drawn on other banks
The payment of the customer7s che(ues drawn on himself
1here are other =arious types of banking ser=ices likeD
(-

9# Ad%ances 4 H%erdraft" Cash Credit" etc&
2# *eposits 4 Sa%ing Account" Current Account" etc&
B# )inancial Ser%ices 4 !ill discounting etc&
D# )oreign Ser%ices 4 Pro%iding foreign currency" tra%elers che(ues" etc&
3# 'oney Transmission 4 )unds transfer etc&
<# Sa%ings 4 )i/ed deposits" etc&
;# Ser%ices of place or time 4 AT' Ser%ices&
5# Status 4 *ebit Cards" Credit Cards" etc&
Customer Ser=ices in Commercial BanksD
Customer ser%ice is the ser%ice pro%ided in support of a bank7s core products&
Customer ser%ice often includes answering (uestions1 handling complaints& Customer ser%ice
can occur on site (as when an onstage employee helps a customer or answers a (uestion# or it
can occur o%er the phone or the nternet& Ouality customer ser%ice is essential to building
cordial customer relationship&
!anking being a ser%ice industry" a lot depends on efficient and prompt customer
ser%ice& Customer ser%ice is the most important duty of the banking operations& Prompt and
efficient ser%ice with smile will de%elop good public relations reduce complaints and increase
business&
Why is Customer Ser=ice ImportantI
Changing customer eGpectationsD Today the customer is more demanding and more
sophisticated than he or she was thirty years ago&
1he increased importance of customer ser=iceD .ith changing customer
e/pectations" competitors are seeing customer ser%ice as a competiti%e weapon with
which they differentiate their products and ser%ices&
1he need for a relationship strategyD To ensure that a customer ser%ice strategy that
will create a %alue preposition for customers should be formulated implemented and
controlled& t is necessary to gi%e it a central role and not one that is subsumed in the
%arious elements of the marketing mi/&
(1

The customer is the king pim in growth organi+ations like commercial banks&
Hnly those institutions which work according to his dictates will flourish& Ouality" Consistency
and *urability at low price are the final e/pectations of a customer& Ouality will ha%e to be
unambiguous" of world class (uality& Ouality cannot be of minimum acceptable standards&
Customer responsi%eness must be (uick and also competent& Speed" performance and cost will
be the new %alues $mantra, for success&
The ten key areas of customer7s ser%ices to be attended timely and regularly areE
i& Submission of statement of ALCs to customers
ii& Updating of sa%ings pass books&
iii& Teller system efficiency&
i%& Cleanliness and Upkeep of premises&
%& ntermediate Credit for institution che(uesLland bills&
%i& Ad%ance intimation to customers for rewards of Term *eposits -eceipts on maturity&
%ii& Ad%ance for *ebitLcredit to accounts&
%iii& Punctuality of staff&
C1A#TER :
(2

I01RO".C1IO0 O3 ICICI BA0
1ype Pri%ate" !S8 F @S8" @MS8
('

3ounded 9?33 (as ndustrial credit and
n%estment corporation of ndia#
/eadHuarters
CC !ank 0td&"
CC !ank Towers"
!andra Jurla
'umbai" ndia
ey people
@ Iaghul" J&I& Jamath" Chanda
Jochhar" I Iaidyanathan" 'adhabi
Puri
Industry
!anking
nsurance
Capital 'arkets and allied industries
Products 0oans" Credit Cards" Sa%ings"
n%estment %ehicles" nsurance etc&
O;2R;I2W
ICICI Bank (formerly Industrial Credit and In=estment Corporation of India)# CC 0imited
was established in 9?33 by the .orld !ank" the :o%ernment of ndia and the ndian ndustry"
for the promotion of industrial de%elopment in ndia by gi%ing project and corporate finance to
the industries in ndia&
CC !ank has grown from a de%elopment bank to a financial conglomerate and has become
one of the largest public financial institutions in ndia& CC !ank has financed all the major
sectors of the economy" co%ering <"5D5 companies and 9<"539 projects&
ICICI Bank 3act 3ilesD
((

0et>orkD 356 branches
A1%sD H%er 2666
Abroad SubsidiariesD United Jingdom and Canada
Abroad branchesD Singapore and !ahrain
Representati=e officesD United States" China" United Arab 8mirates" and !angladesh and
South Africa&
CC !ank offers a wide range of banking products and financial ser%ices to corporate and retail
customers through a %ariety of deli%ery channels and through its speciali+ed subsidiaries and
affiliates in the areas of in%estment banking" life and nonAlife insurance" %enture capital and
asset management& CC !ank set up its international banking group in fiscal 2662 to cater to
the cross border needs of clients and le%erage on its domestic banking strengths to offer
products internationally&
ICICI Bank (!S8E CC# (Industrial Credit and In=estment Corporation of India# is ndiaCs
largest pri%ate sector bank in market capitali+ation and second largest o%erall in terms of assets&
!ank has total assets of about US* 966 billion (at the end of 'arch 2665#" a network of o%er
9"D?9 branches" 22 regional offices and D? regional processing centers" about D"D53 AT's (at
the end of September 2665#" and 2D million customers (at the end of July 266;#& CC !ank
offers a wide range of banking products and financial ser%ices to corporate and retail customers
through a %ariety of deli%ery channels and speciali+ed subsidiaries and affiliates in the areas of
in%estment banking" life and nonAlife insurance" %enture capital and asset management& (These
data are dynamic&# CC !ank is also the largest issuer of credit cards in ndia& CC !ank has
got its e(uity shares listed on the stock e/changes at Jolkata and Iadodara" 'umbai and the
@ational Stock 8/change of ndia 0imited" and its A*-s on the @ew Mork Stock 8/change
(@MS8#&
The !ank is e/panding in o%erseas markets and has the largest international balance sheet
among ndian banks& CC !ank now has whollyAowned subsidiaries" branches and
representati%es offices in 95 countries" including an offshore unit in 'umbai& This includes
wholly owned subsidiaries in Canada" -ussia and the UJ (the subsidiary through which the
hisa%e sa%ings brand is operated#" offshore banking units in !ahrain and Singapore" an ad%isory
branch in *ubai" branches in !elgium" =ong Jong and Sri 0anka" and representati%e offices in
()

!angladesh" China" 'alaysia" ndonesia" South Africa" Thailand" the United Arab 8mirates and
USA& H%erseas" the !ank is targeting the @- (@onA-esident ndian# population in particular&


CC !ank currently has subsidiaries in the United Jingdom" -ussia and Canada" branches
in Singapore" !ahrain" =ong Jong" Sri 0anka and *ubai nternational )inance Center and
representati%e offices in the United States" United Arab 8mirates" China" South Africa and
!angladesh& Hur UJ subsidiary has established a branch in !elgium& CC !ank is the most
%aluable bank in ndia in terms of market capitali+ation&
CC !ankCs e(uity shares are listed in ndia on the !ombay Stock 8/change and the
@ational Stock 8/change of ndia 0imited and its American *epositary -eceipts (A*-s# are
listed on the @ew Mork Stock 8/change (@MS8#&
CC !ank has formulated a Code of !usiness Conduct and 8thics for its *irectors and
employees& At June 3" 266<" CC !ank" with free float market capitali+ation of about -s&
D56&66 billion (USQ 96&5 billion# ranked third amongst all the companies listed on the ndian
stock e/changes&
CC !ank was originally promoted in 9??D by CC 0imited" an ndian financial nstitution"
and was its wholly owned subsidiary& CCCs shareholding in CC !ank was reduced to D<G
through a public offering of shares in ndia in fiscal 9??5" an e(uity offering in the form of A*-s
listed on the @MS8 in fiscal 2666" CC !ankCs ac(uisition of !ank of 'adura 0imited in an allA
stock amalgamation in fiscal 2669" and secondary market sales by CC to institutional
in%estors in fiscal 2669 and fiscal 2662& CC was formed in 9?33 at the initiati%e of The .orld
!ank" the :o%ernment of ndia and representati%es of ndian industry&
The principal objecti%e was to create a de%elopment financial institution for Pro%iding
mediumAterm and longAterm project financing to ndian businesses& n the 9??6s" CC
transformed its business from a de%elopment financial institution offering only project finance to
(*

a di%ersified financial ser%ice group offering a wide %ariety of products and ser%ices" both
directly and through a number of subsidiaries and affiliates like CC !ank& n 9???" CC
become the first ndian company and the first bank or financial institution from nonAJapan Asia
to be listed on the @MS8&
n Hctober 2669" the !oards of *irectors of CC and CC !ank appro%ed the merger of
CC and two of its wholly owned retail finance subsidiaries" CC Personal )inancial Ser%ices
0imited and CC Capital Ser%ices 0imited" with CC !ank& The merger was appro%ed by
shareholders of CC and CC !ank in January 2662" by the =igh Court of :ujarat at
Ahmadabad in 'arch 2662" and by the =igh Court of Judicature at 'umbai and the -eser%e
!ank of ndia in April 2662& Conse(uent to the merger" the CC groupCs financing and banking
Hperations" both wholesale and retail" ha%e been integrated in a single entity&
B.SI02SS OB$2C1I;2S
;ision
To be the leading pro%ider of financial ser%ices in ndia and a major global bank&
%ission
.e will le%erage our people" technology" speed and financial capital toE
be the banker of first choice for our customers by deli%ering high (uality" worldAclass
ser%ice&
8/pand the frontiers of our business globally&
Play a proacti%e role in the full realisation of ndia7s potential&
maintain a healthy financial profile and di%ersify our earnings across businesses and
geographies&
(/

'aintain high standards of go%ernance and ethics&
Contribute positi%ely to the %arious countries and markets in which we operate&
Create %alue for our stakeholders&
Product and Ser=ices
Ser%ice and banking of CC bank categori+ed in to personal banking" business banking and
@- banking ser%ices&
Personal banking- *eposit in form of sa%ing" recurring" term deposit" senior citi+en deposit and
children depository account are there for indi%idual customer can also a%ail of their housing"
automobile" farm e(uipment" business or personal loan scheme& Personal client can also in%est
in mutual funds and participate in stock trading through CC bank&
Business banking & !usiness banking ser%ices of CC !ank are e/hausti%e& Project
financing" deal assessment" and land e%aluation are in%estment banking ser%ices offered to
corporate clients& :lobal trade and cash management transaction ser%ices facilitate remittances
and receipts across important cities& Capital market and custodial ser%ices enable business
houses to participate in e(uity trading and transfer across major stock markets of world&
Customer
CC bank targets all segment of customer with %arious types of products and ser%ices&
interacted with a a lot of customers and collect their feedback on the gi%en ser%ices of company"
and feedback are positi%e response from all point of %iew& Customers are beneficiary from both
sides monetary as well as non monetary& The bank targets to add nearly 366"666 customers
under the new scheme in the ne/t one year and plans to offer auto loans through the new online
channel in the future" CC !ankCs 8/ecuti%e *irector" I Iaidyanathan" said here&
>As of now" nearly 2D per cent of our customer transactions are happening through internet& .e
are primarily targeting our urban customers" who constitute nearly ;6 per cent of our total
customerAbase"> Iaidyanathan said&
(+

Customers" opting for the ser%ice can also benefit from the (uantum optima facility" wherein if
the balance e/ceeds -s 3"666" the money will automatically be transferred to a fi/ed deposit
scheme" he said& The facility" which also enable customers to transact between an CC !ank
account and accounts in other banks" is being offered free of cost" he said CC bank"
presently" has abo%e 2 crore customers& The lender opened nearly D;6 branches in the last
fiscal& The lender has also plans to launch CS'S n CashC scheme later this week under which
CC account holders can transfer funds to those who do not ha%e a bank account& CC bank
is strongly committed to protecting the pri%acy of its customers and has taken all necessary and
reasonable measures to protect the confidentiality of the customer information and its
transmission through the world wide web and it shall not be held liable for disclosure of the
confidential information when in accordance with this pri%acy commitment or in terms of the
agreements" if any" with the customers&
CC bank 8ndea%our7s to safeguard and ensure the security of the information pro%ided by the
customer& CC bank uses 925Abit encryption" for the transmission of the information" which is
currently the permitted le%el of encryption in ndia& .hen the information pro%ided by the
customers is not transmitted through this encryption" the customerCs system (if configured
accordingly# will display an appropriate message ensuring the best le%el of secrecy for the
customerCs information&
The customer would be re(uired to cooperate with CC bank in order to ensure the security of
the information" and it is recommended that the customers necessarily choose their passwords
carefully such that no unauthori+ed access is made by a third party& To make the password
comple/ and difficult for others to guess" the customers should use combination of alphabets"
numbers and special characters (likeR S" T" Q etc&#& The customers should undertake not to
disclose their password to anyone or keep any written or other record of the password such that
a third party could access it&
CC bank undertakes not to disclose the information pro%ided by the customers to any
person" unless such action is necessary toE
Conform to legal re(uirements or comply with legal process1
Protect and defend CC bankCs or its affiliates rights" interests or property1
8nforce the terms and conditions of the products or ser%ices1 or
(.

Act to protect the interests of CC bank" its affiliates" or its members" constituents or of
other persons&
Competitor
The main competitor of is CC bank is S! because this bank is totally taken by go%ernment
after this bank =*)C bank is the main competitor of CC bank &There are different types of
segment operation semment" in%estment and ser%ices" demat and @- ser%ices&The competitor
from the operation segment are State !ank of ndia(S!#" A/is" =ousing *e%elopment and
)inancial corporation(=*)C# etc&)rom the in%estment And ser%ice sector =*)C standard life
insurance corporation" !harati A/a life insurance "-eliance 0ife nsurance Corporation" 'a/
new work life insurance S! 0ife insurance"0ife nsurance Corporation of ndia&n demat section
ndia bull"Anangram"S!"=*)C"ndia nfoline are the main competitor of CC bank&n the @-
ser%ice section the .estern Union bank is the main competitor of CC bank&There are some
other company who also compete with the CC bank After the S! the =*)C bank is the main
competitor of CC bank&
/"3C Bank 9td& is a commercial bank of ndia" incorporated in August 9??D" after the -eser%e
!ank of ndia allowed establishing pri%ate sector banks& The !ank was promoted by the
=ousing *e%elopment )inance Corporation" a premier housing finance company (set up in
9?;;# of ndia& =*)C !ank has 9"366 branches and o%er 2"5?6 AT's" in 3B6 cities in ndia" and
all branches of the bank are linked on an online realAtime basis& As of September B6" 2665 the
bank had total assets of @- 966<&52 billion&
State Bank of India is the largest bank in ndia& t is also" measured by the number of branch
offices and employees" the second largest bank in the world&Ucitation neededV The bank traces
its ancestry back through the mperial !ank of ndia to the founding in 956< of the !ank of
Calcutta" making it the oldest commercial bank in the ndian Subcontinent& The :o%ernment of
ndia nationalised the mperial !ank of ndia in 9?33" with the -eser%e !ank of ndia taking a
<6G stake" and renamed it the State !ank of ndia& n 2665" the :o%ernment took o%er the
stake held by the -eser%e !ank of ndia&S! pro%ides a range of banking products through its
%ast network in ndia and o%erseas" including products aimed at @-s& .ith an asset base of
)-

Q92< billion and its reach" it is a regional banking behemoth& S! has laid emphasis on reducing
the huge manpower through :olden handshake schemes and computeri+ing its operations&The
State !ank :roup" with o%er 9<666 branches " has the largest branch network in ndia& t has a
market share among ndian commercial banks of about 26G in deposits and ad%ances" and S!
accounts for almost oneAfifth of the nation7s loans&There are some other banks which gi%es
challenging some how in the banking and ser%ice sectorthey areE
Allahabad !ank
Andhra !ank
!ank of !aroda
!ank of ndia
!ank of 'aharashtra
Canara !ank
Central !ank of ndia
Corporation !ank
*ena !ank
*! !ank
ndian !ank
ndian H%erseas !ank
Hriental !ank of Commerce
Punjab F Sind !ank
Punjab @ational !ank
Syndicate !ank
UCH !ank
Union !ank of ndia
United !ank of ndia
Iijaya !ank
2n=ironment
)1

An employer the bank e/tends a lot of authority along with justified accountability to you& The
working culture is %ery collaborati%e in nature& t can be owed to the fact that the bank is highly
segmented with a lot of o%erlapping and mostly distinct roles and responsibility&CC !ank has
established itself as a one stop solution (Uni%ersal !ank# for all financial need of indi%iduals and
institutions alike& The credit for the same can be attributed to its %ast network" probably the
largest among pri%ate sector banks&This makes the life of an employee a lot easier" especially
for those who face the e/ternal customers& Mou do not ha%e to justify your organi+ation" it is only
the product that has to be pitched& As far as employee benefits are concerned" CC !ank
offers a lot of financial benefits ranging from your family health insurance to your kids school
donations& The organi+ation is sensiti%e to the needs of its employees as this (uality is one of
the building blocks (*@A# of the organi+ational culture& The organi+ation will be gi%ing you
enough fle/ibility to inno%ate and comeAup with new ideas& t will also e/hibit its in terms of well
laid systems" processes and infrastructure& t will e/tend a fast track growth for those with
e/traordinary talent at the same time offer stability to those who are able to deli%er
satisfactorily&H%erall" would say it7s a lifetime e/perience to work with such a behemoth
organi+ation& t might not be the best paymaster but it definitely will impress you with its
capability as the head master (Principal# of banking industry&there are huge competition
between the eployee to achie%e theo goal&
12C/0O9O!<
CC use many type of ad%ance technological software like Pinnacle ;&6 and
Pinnacle;&69<&Among from this software CC bank uses the eAbanking" core banking" mobile
banking electronic display sy CC !ank was using Teradata for its data warehouse& =owe%er"
due to its proprietary hardware" the cost of procurement" upgrades and administration was
soaring& The closed bo/ architecture of Teradata imposed restrictions on scalability& Secondly"
(uerying and loading could not happen simultaneously& Oueries could only be run during
business hours because the loading of data had to take place during offAbusiness hours& This
meant that the refresh rate of 8*. was delayed" so (ueries may not reflect the most current
data& CC !ank was also dependent on Teradata for support and other acti%itiesE The bank
was completely tied down to that solution&
)2

These issues compelled CC !ank to look for more efficient and fle/ible solutions& The solution
would ha%e to address not only current issues" but accommodate future growth e/pectations
and business re(uirements& CC !ank e%aluated numerous data warehousing solutions in the
pursuit of sol%ing its issues" and de%eloped a shortlist of alternati%es for its migration proofAofA
conceptE Sybase" SAS and @ete++a& The primary criteria for e%aluation was the priceAtoA
performance ratio where Sybase O emerged the clear winner& *uring this rigorous testing"
Sybase O deli%ered faster results on independent hardware and operating systems with
minimum infrastructure& Commending the impro%ements achie%ed" Amit Sethi" Joint :eneral
'anager" CC bank says" >.hat impressed us wasthat e%en with o%erall lower costs" we could
achie%e significantly better (uery performanceafter implementing the Sybase enterprise
warehouse solution&> CC nfotech today launched an enterprise resource planning (8-P#
solution for the small and medium enterprises&
The 8-P package A Hrion Ad%antage A comes bundled with an =P dual processor Weon ser%er"
Hracle ?i database" .indows 266B ser%er and costs about -s ?&?6 lakh and has a 93Auser
license&
An 8-P package helps a manufacturer or any other business implementing it to manage all the
important parts in the company such as product planning" parts purchasing" maintaining
in%entory and interacting with suppliers and customers&
CC nfoTech officials told a press conference here today that Hrion Ad%antage offered a set of
business practice solutions for industry segments such as engineering" auto ancillary"
pharmaceuticals" chemicals and T distribution& !esides the cost ad%antage" the 8-P package
also came preAconfigured& CC nfoTech had mapped the processes specific to each industry
segment into the package&
'r& -&J& Janthi" *eputy :eneral 'anager" CC nfoTech" said there was no 8-P package for
the S'8s that bundled the ser%er" database and operating system right now& That was the
ad%antage CC nfoTech offered to S'8s as Hrion Ad%antage came bundled and preA
configured& !esides the high cost of generic 8-P packages" their implementation time as far as
S'8s were concerned was also long& Hrion Ad%antage could be installed in D3 days&
)'

CC nfoTech had signed up si/ customers so far for the package and hoped to garner a 93
per cent market share of the S'8 segment" whose number in the country was estimated at 2&B6
lakh&
The Chennai centers were in%ol%ed in research and de%elopment of Hrion 8-P solutions and
Premia" an insurance package&
2RP Systems Integration
Pinnacle Software Solutions has the e/pertise and e/perience to assist you with your enterprise
systems integration& )rom de%eloping your strategy" through implementation and support" we
bring the right combination of resources" management skill sets" and technical knowAhow& .e
will help you successfully integrate your 2nterprise Resource Planning '2RP) systems into
your o%erall business and technology infrastructure&
.hether you are planning an upgrade of an e/isting 8-P system" or a complete replacement of
a legacy application and platform" we can help you impro%e your financial" human resources"
electronic mail" and other business systems& .e work with the leading 8-P systems" including
the latest %ersions of the Hracle and PeopleSoft applicationsE
:eneral 0edger Project Costing
Accounts Payable =uman -esources
Accounts -ecei%able Payroll
Purchasing !enefits
Asset 'anagement Compensation
Hur technology management solutions will help you migrate hardware platforms" impro%e
network and database performance" de%elop or refresh policies and procedures" and de%elop
sound disaster reco%ery and backup solutions& Please contact us to learn how Pinnacle
Software Solutions can help you de%elop $solutions that fit your enterprise&
)(

KEY SUBSIDIARIES
ICICI Prudential 9ife Insurance Company
CC Prudential life nsurance Company 0imited was incorporated on 26th July 2666&The
authori+ed capital of the company is -s&2B66 million and the paid up capital is -s&9366 million&
The company is joint %enture of CC (;DG# and UJ based company Prudential Plc (2<G#& The
company was granted certificate of registration for carrying business" by nsurance -egulatory
and *e%elopment Authority on 2D
th
@o%ember 2666& t commenced commercial operation from
9?
th
*ecember 2666 and becoming a leading pri%ate sector life insurance company&
The company recogni+es that the dri%ing force for gaining sustainable competiti%e ad%antage in
this business is superior customer e/perience and in%estment behind the brand& The company
aims to achie%e this by stri%ing to pro%ide world class ser%ice le%el trough constant inno%ation in
product" distribution channels and technology based deli%ery&
;ision and %ission
Their %ision is to make CC Prudential 0ife nsurance Company the dominant new insurer in
the life insurance industry& This they hope to achie%e through their commitment to e/cellence"
focus on ser%ice" speed and inno%ation" and le%eraging our technological e/pertise&
))

The success of the organisation will be founded on its strong focus on %alues and clarity of
purpose& These includeE
Understanding the needs of customers and offering them superior products and ser%ice
!uilding long lasting relationships with their partners
Pro%iding an enabling en%ironment to foster growth and learning for their employees
And abo%e all building transparency in all our dealings& They belie%e that they can play a
significant role in redefining and reshaping the sector& :i%en the (uality of their parentage and
the commitment of their team" they feel that there will be no limits to their growth&
Board of "irectors
The CC Prudential 0ife nsurance Company 0imited !oard comprises reputed people from the
finance industry both from ndia and abroad&
Shri J&I& Jamath" Chairman
%anagement 1eam
's& Shikha Sharma" 'anaging *irector
'r& Je%in .right" 8/ecuti%e Iice President A Sales F *istribution
's& 'adha%i Soman" Chief A Strategic nitiati%es
'r& I& -ajagopalan" Appointed Actuary
'r& Sandeep !atra" Chief )inancial Hfficer F Company Secretary
'r& Saugata :upta" Chief A 'arketing F Ser%ice
'r& Shubhro J& 'itra" Chief A =uman -esources
Corporate OfficeD
CC Prulife Towers"
965?" Appasahab 'arathe 'arg"
Prabhade%i"
'umbai D66 623&
1elephone 0umberE 622AD<2 9<66
.ebsite E www&iciciprulife&com
)*

CC Prudential 0ife nsurance Company (CC 0ife# maintained its market leadership in the
pri%ate sector with an o%erall market share of ?&BG based on retail new business weighted
recei%ed premium in fiscal 2696& CC 0ife7s total premium increased by ;&;G to -s& 9<3&B2
billion in fiscal 2696 with renewal premiums increasing by 9?&DG& CC 0ife7s new business
annualised premium e(ui%alent was -s& 3B&D3 billion in fiscal 2696& CC 0ife achie%ed its first
year of accounting profits since inception in fiscal 2696 with a profit after ta/ of -s& 2&35 billion&
The e/pense ratio has decreased from 99&5G in fiscal 266? to ?&9G in fiscal 2696& Assets held
at 'arch B9" 2696 were -s& 3;B&9? billion compared to -s& B2;&55 billion at 'arch B9" 266?&
CC 0ife7s unaudited @ew !usiness Profit in fiscal 2696 was -s& 96&93 billion& 0ife insurance
companies make accounting losses in initial years due to business setAup and customer
ac(uisition costs in the initial years and reser%ing for actuarial liability& )urther" in ndia"
amorti+ation of ac(uisition costs is not permitted& These factors resulted in statutory losses for
CC 0ife since the company7s inception till fiscal 266?& f properly priced" life insurance policies
are profitable o%er the life of the policy" but at the time of sale" there is a loss on account of nonA
amorti+ed e/penses and commissions" generally termed as new business strain that emerges
out of new business written during the year& @ew !usiness Profit is an alternate measure of the
underlying business profitability
(as opposed to the statutory profit or loss# and is the present %alue of the profits of the new
business written during the year& t is based on standard economic and nonAeconomic
assumptions including risk discount rates" in%estment returns" mortality" e/penses and
persistency assumptions&
ICICI 9ombard !eneral Insurance Company
ICICI 9ombard :eneral nsurance Company 0imited is a ;DE2< joint %enture between CC
!ank 0imited and Canada based )airfa/ )inancial =oldings 0imited& CC !ank is ndiaCs
second largest bank" while )airfa/ )inancial =oldings is a di%ersified financial corporate
engaged in general insurance" reinsurance" insurance claims management and n%estment
management& 0ombard Canada 0td" a group company of )airfa/ )inancial =oldings 0imited" is
one of CanadaCs oldest property and casualty insurers& CC 0ombard :eneral nsurance
Company recei%ed regulatory appro%als to commence general insurance business in August
2666&
)/

Board %embers
'r J I Jamath" Chairman
'r - Athappan" *irector
'r ! I !harga%a" *irector
'r *ileep Choksi" *irector
'r James ) *owd" *irector
's 0alita * :upte" *irector
's Jalpana 'orparia" *irector
'r S 'ukherji" *irector
'r Chandran -atnaswami" *irector
'r = @ Sinor" *irector
'r Sandeep !akhshi" 'anaging *irector F C8H
Retail Segment of ICICI 9ombard !eneral Insurance D
CC 0ombardCs -etail Segment consists of personal insurance products A =ealth" =ome" 'otor
and Tra%el insurances&
/ealth Insurance
CC 0ombard is known to be a pioneer in introducing inno%ati%e concepts in the ndian health
nsurance sector& !e it the floater concept" the critical illness co%er or the ta/ gain policy" all
these were first introduced by CC 0ombard& t was also one of the first general insurance
companies in ndia to ha%e a robust online system in place for buying and renewing policies&
The %arious plans offered by CC 0ombard include )amily )loater Plan A where one policy
co%ers the entire family" =ealth Ad%antage Plus A where they co%er HP* and dental e/penses"
also help sa%e ma/imum ta/ under section 56* and Critical llness plan A a special policy
co%ering a list of critical illnesses& They also ha%e a basic Personal Accident Plan which co%ers
against accidents& CC 0ombard health plans also pro%ide co%erage against terrorism&
/ome Insurance
=ome nsurance is actually one of the most neglected areas in the general insurance category&
Simply" because people in general" especially in ndia" do not gi%e much importance to it&
=owe%er" in the recent years" due to the increase in awareness" and the great e/tent of damage
)+

caused to property due to natural calamities and terrorism" it has been gaining importance&
The =ome nsurance Policy offered by CC 0ombard co%ers both the structure and the
contents of the house& Mou can opt for either of the co%ers or both& Unlike other policies" it also
co%ers damage due to terrorist acti%ities" loss of cash" public liability" temporary resettlement
and others&
%otor Insurance
As 'otor nsurance is mandatory in ndia and is go%erned by the 'otor Tariff Act" the policies
offered by %arious companies are more or less the same& There is not much room for inno%ation
in this category& CC 0ombard too offers Car nsurance and Two .heeler nsurance& They are
known to offer one of the best rates in the market& As the entire buying process is online and is
instant" without any submission of documents or other formalities" people generally opt it for
con%enience&
1ra=el Insurance
Tra%el insurance is one of the most prominent sector of general insurance" especially o%erseas
tra%el insurance and student medical insurance& CC 0ombard offers %arious options in both
the categories& The H%erseas Tra%el Plans and Student 'edical Plans offered co%er medical
and nonAmedical e/penses" including compensation for flights hijacked and pre e/isting
diseases in case of emergency& They charge on a per day basis if the tra%el is more than ;
days& CC 0ombard has tied up with United =ealth :roup to facilitate access to all its clinics
while in U&S&
The Student 'edical Plans are accepted in almost uni%ersities worldwide& They also ha%e a
section in their website" Uni%ersity Search" where one can find specific plans for specific
uni%ersities&
All the abo%e retail policies can be bought online" without any documentation through their
website www&icicilombard&com &Hne can not only buy" but also manage and renew their
insurance policies online&
0RI Ser=ices
CC 0ombard has de%eloped insurance policies for @onAresident ndians that can be bought"
renewed and tracked online&
).

ParentsC =ealth nsurance co%ers hospitali+ation and medical e/penses incurred by parents of
the policyholder in ndia& )or parentsC tra%elling outside ndia" CC 0ombard offers a ParentsC
H%erseas Tra%el nsurance policy&
An @- can insure his childrenL dependents tra%elling abroad to study" under the Student
'edical nsurance plan& 0ikewise" the =ome nsurance and Car nsurance schemes enables
an @- to secure his assets in ndia&
Channels
Channel is the term used for the %arious approaches a company uses to tap its customers&
CC 0ombard uses a multi channel approach to ensure the sales" ser%ice and other allied
acti%ities are carried out in the most effecti%e manner&
Retail
The -etail channel consists of sales e/ecuti%es" sales officers" brokers and agents& They are
the one who are in direct contact with the customers and bring the inno%ati%e insurance
solutions to their doorsteps&
Online
CC 0ombard has de%eloped a webAbased system to meet all the pre and postApolicy
transaction& Hne can get (uotes" buy" renew and track their policies onlin e through the website
Uwww&icicilombard&comV& .ith the doAitAyourself architecture" the online channel is fast"
con%enient" easy to understand and operate&
CC 0ombard :eneral nsurance Company (CC :eneral# maintained its leadership in the
pri%ate sector with an o%erall market share of ?&3G in fiscal 2696& CC :eneral7s gross written
premium during fiscal 2696 was -s& BD&B2 billion& The industry continued to witness a slowdown
in growth on account of deAtariffication of the general insurance industry whereby insurance
premiums were freed from price controls" resulting in a significant reduction in premium rates&
The industry also continued to witness the impact of motor third party insurance pool for third
party insurance of commercial %ehicles& CC :eneral achie%ed a profit after ta/ of -s& 9&DD
billion in fiscal 2696 compared to -s& 6&2D billion in fiscal 266?&
*-

ICICI Prudential Asset %anagement Company
CC Prudential Asset 'anagement Company (CC A'C# was the third largest asset
management company in ndia& The a%erage assets under management of CC A'C
increased from -s& 39D&3< billion for 'arch 266? to -s& 596&95 billion for 'arch 2696& CC
Prudential A'C achie%ed a profit after ta/ of -s& 9&25 billion in fiscal 2696 compared to -s& ;&9
million in fiscal 266?&
ICICI ;enture 3unds %anagement Company 9imited
CC Ienture )unds 'anagement Company 0imited (CC Ienture# maintained its leadership
position in pri%ate e(uity in ndia" with funds under management of about -s& 99D&D6 billion at
yearAend fiscal 2696& CC Ienture achie%ed a profit after ta/ of -s& 393&2 million in fiscal 2696
compared to -s& 9&D5 billion in fiscal 266?& The profit for fiscal 266? includes gains from the sale
of stake in TS Ienture&
ICICI Securities 9imited and ICICI Securities Primary "ealership 9imited
CC Securities achie%ed a profit after ta/ of -s& 9&2B billion in fiscal 2696 compared to -s& 6&6D
billion in fiscal266?& CC Securities Primary *ealership achie%ed a profit after ta/ of -s& 5D?&5
million in fiscal 2696 despite the significant increase in yields on go%ernment securities" as
compared to a profit after ta/ of -s& 2&;2 billion in fiscal 266?
&
ICICI Bank . P9C
CC !ank UJ P0C (CC !ank UJ# offers retail and corporate and in%estment banking
ser%ices in the UJ and 8urope& *uring fiscal 2696" CC !ank UJ continued to focus on
rebalancing its deposit base towards retail term deposits and the proportion of retail term
deposits in total deposits increased from 35G at 'arch B9" 266? to <<G at 'arch B9" 2696&
CC !ank UJ7s profit after ta/ for fiscal 2696 was US* B;&6 million compared to USQ <&5
million in fiscal 266?& CC !ank UJ7s capital position continued to be strong with a capital
ade(uacy ratio of 9;&BG at 'arch B9" 2696&
*1

ICICI Bank Canada
CC !ank Canada is a fullAser%ice bank which offers a wide range of financial solutions to cater
to personal" commercial" corporate" in%estment" treasury and trade re(uirements& CC !ank
Canada7s profit after ta/ for fiscal 2696 was CA* B3&D million compared to CA* BB&? million in
fiscal 266?& At 'arch B9" 2696" CC !ank Canada had total ad%ances of CA* B&5? billion and
total assets of CA* 3&<5 billion& CC !ank Canada7s capital position continued to be strong
with a capital ade(uacy ratio of 2B&DG at 'arch B9" 2696&

*2

ICICI Bank Product 4 Customer SegmentD
P2RSO0A9 BA0I0!
9oan Product "eposit Product In=estment 4 Insurance
Auto 0oan
0oan Against
Security
0oan Against
Property
Personal loan
Credit card
2Awheeler loan
Commercial
%ehicles finance
=ome loans
-etail business
banking
Tractor loan
.orking Capital
)inance
Construction
8(uipment )inance
=ealth Care
)inance
8ducation 0oan
:old 0oan
Sa%ing aLc
Current aLc
)i/ed deposit
*emat aLc
Safe *eposit
0ockers
'utual )und
!onds
Jnowledge Centre
nsurance
:eneral and =ealth
nsurance
8(uity and *eri%ati%es
'udra :old !ar
Cards Payment Ser=ices Access 1o Bank
Credit Card
*ebit Card
Prepaid Card
AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA
3oreG Ser=ices
AAAAAAAAAAAAAAAAAAAAAAAAAAAAAAAA
Product F Ser%ices
Trade Ser%ices
)ore/ ser%ice
!ranch 0ocater
-! :uidelines
@etSafe
'erchant
Prepaid -efill
!ill pay
Iisa !ill pay
nsta Pay
Direct Pay
Iisa 'oney
Transfer
e4'onies
8lectronic )unds
Transfer
Hnline Payment of
@et !anking
Hne Iiew
nsta Alert
'obile !anking
AT'
Phone !anking
8mail Statements
!ranch @etwork
*'

*irect Ta/

W/O92SA92 BA0I0!
Corporate Small and %edium
2nterprises
3inancial Institutions and
1rusts
)unded
Ser%ices
@on )unded
Ser%ices
Ialue Added
Ser%ices
nternet !anking
)unded Ser%ices
@on )unded Ser%ices
Speciali+ed Ser%ices
Ialue added ser%ices
nternet !anking
BA0S
Clearing SubA'embership
-T:S 4 subAmembership
)und Transfer
AT' TieAups
Corporate Salary aLc
Ta/ Collection
3inancial Institutions
%utual 3unds
Stock Brokers
Insurance Companies
Commodities Business
1rusts

0RI S2R;IC2S
Accounts 4 "eposits Remittances
-upee Sa%ing aLc
-upee Current aLc
-upee )i/ed *eposits
)oreign Currency *eposits
Accounts for -eturning ndians
@orth America
UJ
8urope
South 8ast Asia
'iddle 8ast
Africa
Hthers
Juick remit
India9ink
*(

CheHue 9ockBoG
1elegraphicK Wire 1ransfer
3unds 1ransfer CheHuesK""sK1Cs
In=estment 4 Insurances 9oans
'utual )unds
nsurance
Pri%ate !anking
Portfolio n%estment Scheme
=ome 0oans
0oans Against Securities
0oans Against *eposits
:old Credit Card
Payment Ser=ices Access 1o Bank

PRO".C1S 4 S2R;IC2S O332R2" B< ICICI BA0
CC !ank offers wide %ariety of *eposit Products to suit your re(uirements& Coupled with
con%enience of networked branchesL AT's and facility of 8Achannels like nternet and 'obile
!anking" CC !ank brings banking at your doorstep& Select any of its deposit products and
pro%ide your details online and their representati%e will contact you for Account Hpening&
SA;I0! ACCO.01S
CC !ank offers customers a power packed Sa%ings Account with a host of
con%enient features and banking channels to transact through& So now
customers can bank at their con%enience" without the stress of waiting in
(ueues&
Special Savings Account:
The Special Sa%ings Account has been designed keeping in mind the specific needs of
organi+ations such as Trusts" Associations" Societies" Councils" Clubs etc& t pro%ides
organi+ations solutions with added %alue and is ideal for ta/ e/empted entities&
79I32 P9.S8Senior citiEens sa=ings account
*)

0)8 P0US"a special sa%ings account for senior citi+ens from CC !ank is packed with
a host of benefits" designed keeping your uni(ue financial re(uirements in mind&
Special senior citi+ens desk to cater to all banking transactions" so that you don7t
wait in (ueues&
=igher interest rate on )*L-*E a%ail the combined benefits of safety" fle/ibility and
attracti%e returns with CC !ank )i/ed *eposit and -ecurring *eposit&
)ree special senior citi+en 0)8 P0US debit card&
'oney multiplies facility&
8/tended banking hours allows you to %isit our branches" as per your con%enience&
Anywhere banking access to %arious ser%ices" CC !ank has to offer 4 anytime"
anywhere and from any place" including branches" AT's and phone banking&
@omination facility a%ailable&
Ouarterly a%erage balance (OA!# re(uirement of -s&3666&
Ouarterly physical statements are deli%ered to your doorstep to absolutely free of
cost&
Passbook on re(uest&
<oung Stars AccountD
Moung Stars is a banking ser%ice for children" aged 9day A95
years" brought to you by CC !ank to help the parents meet
the present and future aspirations that they hold for their child&
t offers %arious sa%ings and in%estment options to the parent
along with teaching the child to manage hisLher personal finance in a more responsible and
independent manner& Moung Stars will guide your child through the world of banking Athrough
checking the account balance" fun +ones and special pages on the internet& t makes banking a
pleasure and of course teaches your child to manage their personal finances& .ith the pocket
money that you transfer to your childCs account" you can e%en shop with him L her at Moung
Stars %ery own shopping page& Mou can e%en open a recurring deposit in your childCs name&
Hnce you are done with your CbankingC" you can access your childCs account with all the fun links
to special +ones designed to suit your childCs area of interests and also impart knowledge on the
current e%ents of the world&
**

Ad=antage >oman sa=ings account
The CC !ank Ad%antage .oman Account enables today7s
independent women to enjoy hassleAfree banking ser%ices&
!esides the core CC !ank ad%antage" the Ad%antage .oman
Sa%ings Account is packed with special benefits for our women
customers& 8njoy your present and plan for the future with CC !ank7s Ad%antage .oman
Sa%ings Account& Ad%antage .oman offers a specially designed womanCs debit card which
helps you shop and sa%e simultaneously" manages your household e/penditures and comes
with a bag full of offers attached to it&
Special nternational .oman7s *ebit Card with lots of offers&
)ree unlimited access to any bank7s AT'&
!ill Pay facility F 'ulti Channel Access&
PayableAatApar che(ue book&
@omination facility a%ailable&
Xero balance facility with an -* of -s&2666 or Ouarterly A%erage !alance (OA!#
re(uirement of -s& 96"666&
Current AccountsD
8%ery business re(uires efficient banking facilities to support its business acti%ities& CC !ank
offers premium (uality ser%ice" unfolding a wide array of class products& .ith technology
leadership and ser%ice the bank is able to meet some of the most challenging financial needs of
clients& A Current Account is one that is re(uired by !usi nessman" Joi nt st ock
compani es" nst i t ut i ons" Publ i c aut hori t i es" publ i c corporat i ons et c& Any
busi ness t hat has numerous banki ng t ransact i ons need a current account as i t
Allows running account supporting unlimited withdrawals and deposits&
s meant for con%enience and not to sa%e money&
*/

Roaming Current Account
Hnly -oaming Current Account from CC !ank tra%els the distance with customers business&
.ith ad%anced technological features such as 'CC and 0CC" banking needs are well taken
care of1 customers can access their accounts at o%er 366 networked branches across the
country&
So while customers take care of their business" CC !ank7s -oaming Current Account
simplifies banking for them&
Salary Accounts
Salary Account is a feature rich corporate payroll account with benefits for both corporates and
its employees&
The process of drawi ng che(ues f or sal ari es i s repl aced by
sendi ng a si ngl e ASC f i l e t o t he bank and t he amount i s
di rect l y credi t ed i nt o t he empl oyee7 s sal ary account
Cut s down payrol l processi ng workl oad
Sal ary Account can be opened wi t h mi ni mum 96 empl oyees
nst ant credi t of sal ari es
CC !ank Salary Account is a benefitArich payroll account for 8mployers and 8mployees& As
an organi+ation" you can opt for our Salary Accounts to enable easy disbursements of salaries
and enjoy numerous other benefits too& .ith CC !ank Salary Accounts your employees will
enjoy the con%enience of E
Y =a%ing the largest network of AT's at their command"
Y )ree 2D hour Phone !anking"
Y )ree nternet !anking&
All that the organi+ation would re(uire to do is to send CC !ank an ad%ice (in form of a
che(ueLdebit instruction etc# for the total salary amount along with the salary details of the
designated employees in a soft and hard copy format and we will credit the respecti%e
*+

employeesC accounts as per your statement of ad%ice& CC !ank Salary Accounts benefits you
in more than one waysEA
Y -educes paperwork&
Y Sa%es remittance costs&
8mployees recei%e instant credit of salaries& 'ore con%enient than 8CS& !esides all of the
abo%e" employees automatically become CC !ank account holders with special benefits and
pri%ileges of 5A5 banking" n%estment ad%isory and much more&&&
3iGed depositsD
)i/ed deposits are options which help you grow your money
thus creating wealth in a safer and secure way&
CC pro%ides its customers with %arious kinds of )i/ed deposit
facilities that are fle/ible and cater to customers who ha%e
different needs and wants in their fi/ed deposits&
CC pro%ides a )i/ed *eposit that allows customers to deposit their money for just as long as
you wish&
.ide range of tenures 4 93 days to 96 years&
Choice of in%estment plan 4 traditional and cumulati%e deposits&
Partial withdrawal allowed&
0oan facility a%ailable 4 you can a%ail loan up to ?6G of principal and accrued interest&
Auto renewal facility 4 you can choose this option so that the deposit can be renewed on
maturity&
nterest compounded (uarterly&
Additional interest rate of 6&3G for senior citi+ens&
Recurring "epositsD
CC !ank Recurring "eposits are an ideal way to in%est
small amounts of money e%ery month and end up with a large
kitty on maturity& =igh recurring billing and recurring
*.

payments can be a drain on your finances and hence large in%estments may seem a plan
away&
-ecurring deposits aims to encourage sa%ings without putting any stress on customer7s
finances by making them to put a lump sum amount in fi/ed deposit in one go& The recurring
deposit also attracts high rate of return that are identical to the fi/ed deposit rates and most
importantly no T*S is applicable in it &the minimum balance of deposit is of -s&366 and
thereafter in multiples of -s&966 the minimum period is < months and thereafter in multiples of B
months" nomination facility is also a%ailable&
Security "epositsD
A few Corporates stipulate to their new employees to pro%ide
Security *eposit to reduce attrition& CC !ank7s proposal for
the employee is to keep the Security *eposit in the form of a
)i/ed *eposit ()*# with the !ank& The employee cannot
withdraw such )*s without the consent of the company and the
company has the right to withdraw the )* in the e%ent of employee lea%ing the organi+ation
before a certain stipulated period&
ICICI Bank 1aG-Sa=er 3iGed "eposit
CC !ank7s 1aG-Sa=er 3iGed "eposit enables you to sa%e ta/ and earn high returns& A dual
benefit option structured to ma/imi+e your ad%antage& CC !ank7s Ta/ Sa%er )* is the perfect
solution for your in%estment needs&
223C Account
ndian e/ports ha%e surged o%er the last decade owing to an unprecedented boom in sectors
like software" biotechnology" gems" Jewellery" te/tiles etc& As a result of this" the %olume of
inward remittances has also increased significantly& To shield the firms engaged in regular
e/port and import from the e/change rate fluctuations -! has allowed parking of foreign
currency by e/porters in an account designated as 8/change 8arners )oreign Currency
Account (88)C#& 88)C accounts are Current Accounts held in foreign currency with authori+ed
dealers of foreign e/change in the country&
/-

Resident 3oreign Currency '"omestic) Account
*o you want to sa%e money while buying foreign currency for tra%elling abroadZ Mou can buy
tra%eler7s che(ues" foreign currency in cash and foreign currency demand draft for your
e/penses o%erseas& f you are a fre(uent tra%eler" you may not want to go through the hassles
of buying foreign currency e%ery time you tra%el abroad&
The -eser%e !ank of ndia has now made it easier for you to access foreign currency by
permitting a foreign currency account (domestic# for resident ndians& n line with -! guidelines"
CC !ank has come up with a scheme that helps you get rid of all your )ore/ worries& Mou can
park your foreign currency in CC !ank under -)C (*# account& @onAinterest bearing -esident
)oreign Currency (*# (-)C (*## with CC !ank can be maintained in four major currencies
(US*" 8U-H" :!P and Japanese Men#
PRI;I92!2 BA0I0! D
Pri%ilege banking ser%ice ensures preferential treatment to its customers&
Sil=er pri=ilege AKc
.ai%er of multiAcity che(ue book usage up to -s& 9"66"666 per month&
.ai%er of **LPH charges for up to -s&36"666 per day&
Preferential rates of gold coins" deposits locker Fforeign e/change&
Ouarterly a%erage balance re(uirement of -s&23666&
!old pri=ilege AKc
Priority processing at all CC !ank branches and customer care&
)ree usage of payable AatApar che(ue book&
)ree international gold debit card with higher daily withdrawal and spend limit&
.ai%er of **LPH charges for up to -s&966"666 per day&
)ree anywhere banking facility&
Preferential rates for gold coins" deposit lockers and foreign e/change&
Ouarterly A%erage !alance (OA!# re(uirement of -s&36666&
/1

1itanium pri=ilege AKc
!ranch relationship manager supported with phone banking relationship
manager&
Priority processing at CC !ank branches and customer care&
)ree international titanium debit card with higher daily withdrawal and spend limit&
)ree anywhere banking facility&
)ree usage of multiAcity che(ue book&
)ree physical monthly account statement&
Complete wai%er on **LPH charges&
Preferential rates for gold coins" deposit lockers and foreign e/change&
Ouarterly a%erage balance (OA!# re(uirement of -s&;3666 and Total
-elationship Ialue (T-I#of -s& 3"66"666&
3amily bankingD
Superior product benefits of pri%ilege banking" wealth management and
global pri%ate client (:PC# a%ailable to all the members of your family while
the re(uired minimum balance can be maintained in any of the accounts&
Access to superior benefits for the entire family&
)le/ibility to maintain balances across account&
0ower minimum balance re(uirement at indi%idual customer le%el&
Single family bank 4 con%enience for the entire family and easier funds management#
Out>ard RemittanceD
Send money to your lo=ed ones abroad
CC !ank offers you a simple way to send money outside ndia& Hur Hutward -emittance
facilities make remitting money abroad (uick" and reliable& CC !ank7s Hutward -emittance is
the solution for your all your needs& !e it money for education" gift money or maintenance for
lo%ed ones or donation for a cause& Hur e/tensi%e network gi%es us reach to most parts of the
world&
/2

Ad=antage "eposit
Ad%antage *eposit is a combination of fi/ed deposit and mutual fund in%estment" offering you
the safety of a fi/ed deposit and the returns of an e(uity fund& Ad%antage *eposit counters
e(uityAmarket fluctuations through Systematic n%estment Plans&
Combination of a )i/ed *eposit (with monthly interest payout# and Systematic
n%estment Plan (SP# of a 'utual )und&
-eAin%estment of monthly interest payout of )i/ed *eposit into systematic in%estment
plan of 'utual )und&
Automatic debits to account through Standing nstruction L 8CS debit mandate&
0e> Pension System of !o=ernment of India
CC !ank with D? branches is a Point of Presence (PHP# for the @8. P8@SH@ SMST8'
launched on 'ay 9" 266? by the :o%ernment of ndia& The scheme" promoted by the P)-*A
(Pension )und -egulatory and *e%elopment Authority" :o%ernment of ndia#" is a first of its kind
in ndia and is being launched panAndia by 22 other PHPCs as well&
The purpose of this pension scheme is to promote security of income to its subscribers in their
old age& The scheme will empower a subscriber to plan his own retirement and pension& t not
only will help him sa%e for life after retirement but also is a good in%estment tool as the returns
are marketAdri%en& )or optimum returns" the :o%ernment has appointed si/ fund managers for
subscribers to choose from&
/'

;arious 9oans offered by ICICI Bank
/O%2 9OA0
nterest rates on home loans ha%e come down considerably in the last
few years& ndi%iduals" who opted for housing loans in the years gone
by" are still ser%icing them at 9;G to 29G per annum& Ouite a price to
pay" since one can get a loan today for around 92G per annum& n
such a case" you can opt for a balance transfer& Under this scheme"
customers can replace their e/isting old high interest loan by a
cheaper (e(ual to applicable current rates# loan& CC =ome )inance will not only finance the
balance amount of outstanding loan but also your prepayment charges to the old housing
finance company&

The resultE
A lower 8' with the same tenure &
A reduced tenure with the same 8'&
A reduced tenure and 8' &
The same 8' and tenure but an additional amount as a loan&
P2RSO0A9 9OA0S
CC !ank Personal 0oans are easy to get and absolutely hassle
free& .ith minimum documentation you can now secure a loan for an
amount up to -s& 93 0akhs&
0oans for salaried F self employed indi%iduals&
0oans are a%ailable from -s& 26"666 to -s& 93 0akhs&
/(

-epayment tenures from 92 A <6 months&
@o Security" Collateral or :uarantors re(uired&
0oans can be used for any purpose with no (uestions asked regarding the end use of
the loan&
A balance transfer facility a%ailable for those who want to retire any higher debt&
All loan repayments are done %ia e(uated monthly installments (8'#&
CAR 9OA0

The @H& 9 financier for car loans in the country& @etwork of more
than 9366 channel partners in o%er ;56 locations& TieAups with all
leading automobile manufacturers to ensure the best deals&
)le/ible schemes F (uick processing& =assleAfree application
process on the click of a mouse&
CO%%2RCIA9 ;2/IC92 9OA0
-eaches you through more than ;66 locations across
the country&
-ange of products under one umbrella&
)unding of %arious products like =CIs" !uses"
'CIs" 0CIs" B wheelers F used %ehicle&
-ange of ser%ices on e/isting loans F e/tended products like funding of new %ehicles"
refinance on used %ehicles" balance transfer on high cost loans" top up on e/isting loans"
8/tend product" working capital loans F other banking products&&
Preferred financier status with most of the leading manufacturers&
Simple documentation&
Ouick turnaround time&
)le/ible financing solutions to meet the indi%idual re(uirement&
1WO W/2292R 9OA0SD
/)

>Xoom> away in your fa%ourite two wheeler& CC pro%ides attracti%e schemes at competiti%e
interest rates&
)inance facility a%ailable for all two wheelers ranging from mopeds to motor bikes&
@ow a%ail )inance upto ?6G[ of the Hn -oad Cost of the %ehicle" repayable in
con%enient tenure options ranging from < months to B< months[&
-ide 8asy Pay 8asy with CC !ank Two .heeler 0oans&
n an unlikely case of your not meeting our norms @H P-H!08' A you can still a%ail our
loan" any blood relati%e can be your coAapplicant&
8/isting CC !ank Customers ride away on your fa%ourite Two .heeler by a%ailing
0oan Hn Phone[AA a facility to get an instant loan o%er the phoneRR Apply for loan online"
call or through sms&
3AR% 2J.IP%201 9OA0SD
CC is the preferred financier for almost all leading tractor
manufacturers in the country&
CC finances farm e(uipments in o%er B59 locations spread
across the country&
Pro%ides fast processing of files with easy documentation&
)le/ible repayment options in tandem with the farmerCs
seasonal li(uidity&
'onthly" Ouarterly and =alfAyearly repayment patterns to choose from& Comfortable
repayment tenures from 9 year to < years&
CO0S1R.C1IO0 2J.IP%201 9OA0
=a%ing funded infrastructure for o%er D decades" CC understands the
need of the customers better& CC !ank offers attracti%e financial
packages through their e/cellent distribution network& The products are
customi+ed for new entrepreneur to large business houses& CC has
tieAup with leading construction e(uipment manufacturers for wide range of products& The !ank
take o%er e/isting high cost loans at competiti%e terms resulting in huge sa%ings and is (uick in
processing due to easy formalities and one time sanction of loans for disbursement o%er a
period of time&
/*


O33IC2 2J.IP%201 9OA0D
L 'inimum documentation re(uired&
L *oorstep Ser%ice&
\ Competiti%e nterest rates&
L )le/ible repayment structure&
L =assleAfree application process with the click of a mouse&
L *etails on your application status online&
%2"ICA9 2J.IP%201 9OA0D
Professional doctors are aware of the distinct ad%antages that the latest medical e(uipment
can gi%e their patients& CC !ank 'edical 8(uipment 0oans supports professionals in their
effort to gi%e the best to their patients& tCs our humble way of being in%ol%ed in a noble
profession&
0oans are offered forE
Purchase of @ew e(uipments&
Takeo%er of 8/isting loans&

Hur Jey features areE
*oorstep Ser%ice&
)unding in more than 936 locations across the country&
The bank pro%ides Competiti%e interest rates&
CC also offers fle/ible repayment structure&
9OA0 A!AI0S1 S2C.RI1I2S
0oans against Securities enables customers to obtain loans against their securities& So they get
instant li(uidity without ha%ing to sell their securities&
All customers ha%e to do is pledge your securities in fa%our of CC !ank The !ank will then
grant them an o%erdraft facility upto a %alue determined on the basis of the securities pledged
by them& A current account will be opened and customer can withdraw money as and when they
re(uire& nterest will be charged only on the amount withdrawn and for the time span utilised&
//

CC offer loans againstE
*emat Shares
-! -elief !onds
'utual )unds Units
ndia 'illennium *eposits ('*s#
CC !ank !onds
0ife nsurance Policies (Single Premium
CR2"I1 CAR"SD
CC !ank Credit Cards gi%e you the facility of cash" con%enience and
a range of benefits" anywhere in the world& These benefits range from
life time free cards" nsurance benefits" global emergency assistance
ser%ice" discounts" utility payments" tra%el discounts and much more&

"2BI1 CAR"SD

The CC !ank *ebit Card is a re%olutionary form of cash that
allows customers to access their bank account around the clock"
around the world& The CC !ank *ebit Card can be used for
shopping at more than 966"666 merchants in ndia and 9B million
merchants worldwide&
1RA;29 CAR"D
Presenting CC !ank Tra%el Card& The =assle )ree way to Tra%el
the world& Tra%eling with US *ollar" 8uro" Pound Sterling or Swiss
)rancs1 0ooking for security and con%enience1 take CC !ank Tra%el
Card& ssued in duplicate& Hffers the Pin based security& =as the
con%enience of usage of Credit or *ebit card&
PR2 PAI" CAR"SD
/+

CC !ank brings to you a complete bou(uet of preApaid cards pro%iding payment solutions at
your fingertips& CC !ank preApaid cards are a safe Fcon%enient way for associate payments"
disbursements" gifting F small ticket transactions& PreApaid cards are a%ailable on a ISA
platform thus pro%iding accessibility to o%er one lakh merchant establishments F cash
withdrawal from all ISA AT's in ndia&
I0;2S1%201S
CC !ank cares about all
needs& Along with *eposit
products and 0oan offerings"
CC !ank assists people to
manage their finances by pro%iding %arious in%estment options ranging from CC !ank
Ta/ Sa%ing !onds to 8(uity n%estments through nitial Public Hffers and n%estment in
Pure :old& CC !ank facilitates following in%estment productsE
CC !ank Ta/ Sa%ing !onds
:o%ernment of ndia !onds
n%estment in 'utual )unds
nitial Public Hffers by Corporate
n%estment in >Pure :old>
)oreign 8/change Ser%ices
Senior Citi+ens Sa%ings Scheme" 266D
Customers can in%est in abo%e products through any of CC bank branches& )or select
products CC !ank also pro%ides the ease of in%esting through electronic channels like AT's
and nternet (CCdirect&com#
ICICI BA0 BO0"S
All CC !ank !onds ha%e been rated >AAA> by CA-8 and >0AAA> by C-A
indicating the highest degree of safety for your money&
n%estment in CC !ank !onds are eligible for ta/ rebate under Sec 55 to the full
e/tent possible&
!onds are listed on !S8" @S8&
/.

!OI BO0"S
5G Sa%ings !onds (Ta/able#" 266B&
0ow risk&
-easonable in%estment tenure&
@omination facility a%ailable&
Cannot be traded in secondary market&
nterest income ta/able&
%utual 3unds
'utual )unds pool money of %arious in%estors to purchase a wide %ariety of securities while
pursuing a specific goal& Selection of Securities for the purpose is done by specialists from the
field& -eturns generated are distributed to the n%estors&
'utual )und Companies offer %arious schemes& n%estors can choose any particular
)undLScheme or mi/ of )undsLSchemes depending upon their perception towards risk&
n%estment is done on the basis of pre%ailing @et Asset Ialues of %arious schemes& 'utual
)unds n%estments are subject to 'arket -isks&
Types of )unds Sold
CC !ank helps in%estor determine which types of funds you need to meet your in%estment
goals& This may include the following types of fundsE
"ebtD 0i(uid schemes" ncome schemes" :Asec schemes" 'onthly ncome Schemes etc&
2HuityD *i%ersified 8(uity Schemes" Sector Schemes" nde/ Schemes etc&
/ybrid 3undsD !alanced Schemes" Special Schemes A Pension Schemes" Child education
Schemes etc&
CC !ank helps in%estors identify an appropriate mi/ of 'utual )und schemes for their
portfolio using asset allocation strategies&

Through CC !ank in%estor can in%est in %arious schemes of multiple mutual funds with decent
performance record& in%estor can take the aid of CC !ank7s %arious research reports on
+-

mutual funds and their schemes before choosing a scheme for in%estment& CC !ank offers
in%estment in 'utual )unds through 'ultiple Channels& .ith CC !ank" in%estor can in%est in
'utual )unds through following channels&
CC !ank !ranches
CC !ank AT'7S
CCdirect&com

And pro%ide a dedicated workforce to ser%e clients&

!efore being deputed" our officers complete a comprehensi%e training program and"
once deputed" they recei%e thorough instructions in financial planning skills and
techni(ues
Throughout their careers officers also attend programs to update their skills& All officers
in charge of 'utual )unds are certified professionals by A') (Association of 'utual
)unds in ndia#
'any of these officers also hold professional degrees like A '!A" CA" C.A" and C)A
etc&
CC keeps the in%estors updated on the latest happenings in the 'utual )und industry and the
%arious financial markets through regular electronic updates (daily F weekly# through 8mails&
CC also send out a monthly maga+ine on in%estments to their customers&
Initial public offerings 'IPO)
n%estor can in%est in PHs online through www&icicidirect&com with same con%enience of
in%esting in e(uities A hassleAfree and with +ero paper work& Also" get inAdepth analyses of new
PHs issues (nitial Public Hfferings# which are about to hit the market& PH calendar" recent PH
listings" prospectusLoffer documents and li%e prices will help you keep on top of the PH
markets&
ICICI Bank Pure !old
:old has been traditionally the most fa%ored form of in%estment for ndians& n fact" ndia"
+1

e%en today is amongst the highest consumers of :old in the world& =owe%er" the :old market
remains largely unorgani+ed with reliability and con%enience remaining the key issues for
gold buyers in the country& CC !ank with its ]Pure :oldC offer attempts to bridge the gap
between the need of the customers for buying gold and a%ailability of an organi+ed a%enue to
satisfy that need" by taking care of the two key componentsEA

-eliability and Con%enience&
C1A#TER ;
+2

6#, I01RO".C1IO0 O3 C.S1O%2R SA1IS3AC1IO0
Customer satisfaction refers to the e/tent to which customers are happy with the products and
ser%ices pro%ided by a business&
Customer satisfaction le%els can be measured using sur%ey techni(ues and (uestionnaires
"23I0I1IO0SD
"efinition ,D Customer satisfaction is e(ui%alent to making sure that product and ser%ice
performance meets customer e/pectations&
"efinition *D Customer satisfaction is the perception of the customer that the outcome of a
business transaction is e(ual to or greater than hisLher e/pectation&
"efinition 6D Customer satisfaction occurs when ac(uisition of products andLor ser%ices
pro%ides a minimum negati%e departure from e/pectations when compared with other
ac(uisitions&
:aining high le%els of customer satisfaction is %ery important to a business because
satisfaction customers are most likely to be loyal and to make repeat orders and to use a wide
range of ser%ices offered by a business
There are many factors which lead in high le%els of customer satisfaction including&
Products and ser%ices which are customer focused and hence pro%ide high le%els of %alue for
money&
.hat is clear about customer satisfaction is that customers are most likely to appreciate
the goods and ser%ices that they buy if they are made to feel special& This occurs when they feel
that the products and ser%ices that they buy ha%e been specially produced for them or for
people like them&
+'

B2023I1S O3 C.S1O%2R SA1IS3AC1IO0
The importance of customer satisfaction and support is increasingly becoming a %ital
business issue as organi+ation reali+e the benefits of Customer -elationship 'anagement
(C-'# for pro%iding effecti%e customer ser%ice& Professionals working within customerAfocused
business or those running call centers or help desks" need to keep informed about the latest
customer satisfaction techni(ues for running a %aluable customer ser%ice function& )rom small
customer ser%ice departments to large call centers" the importance of de%eloping a %alued
relationship with customers using C-' is essential to support customer and longAterm business
growth&
What "o Customers WantI
!efore we begin to create tools to measure the le%el of satisfaction" it is important to de%elop a
clear understanding of what e/actly the customer wants& .e need to know what our customers
e/pect from the products and ser%ices we pro%ide&
Customer e/pectations ha%e two types 4
8/pressed
mplied
2Gpressed Customer 8/pectations are those re(uirements that are written down n the contract
and agreed upon by both parties for e/ample" product specifications and deli%ery re(uirements&
Supplier7s performance against these re(uirements is most of the items directly measurable&
Implied Customer 8/pectations are not written or spoken but are the ones the customer would
Ne/pect7 the supplier to meet ne%ertheless& )or e/ample" a customer would e/pect the ser%ice
representati%e who calls on him to be knowledgeable and competent to sol%e a problem on the
spot&
There are many reasons why customer e/pectations are likely to change o%ertime& Process
impro%ements" ad%ent of new technology" changes in customer7s priorities" impro%ed (uality of
ser%ice pro%ided by competitors are just a few e/amples&
+(

The customer is always right& Supplier7s job is to pro%ide the customer what heLshe wants" when
heLshe wants it& Customer satisfaction is customer7s perception that a supplier has met or
e/ceeded their e/pectations&
W/A1 CO0S1I1.12S SA1IS3AC1IO0I
.e cannot create customer satisfaction just by meeting customer7s re(uirements fully
because these ha%e to be met in any case& =owe%er failing short is certain to create
dissatisfaction
%ajor Attributes of customer satisfaction in banking industry can be summariEed asD
Product (uality
Premium Hutflow
-eturn on n%estment
Ser%ices
-esponsi%eness and ability to resol%e complaints and reject reports&
H%erall communication" accessibility and attitude&
W/A1 AR2 1/2 1OO9SI
Customer e/pectations can be identified using %arious methods such asE
Periodic contract re%iews
'arket research
Telephonic inter%iews
Personal %isits
.arranty records
nformal discussions
Satisfaction sur%eys
+)

*epending upon the customer base and a%ailable resources" we can choose a method that
is most effecti%e in measuring the customer7s perceptions& The purpose of the e/ercise is to
identify priorities for impro%ements& .e must de%elop a method or combination of methods that
helps to continually impro%e ser%ice&
C.S1O%2R SA1IS3AC1IO0 S.R;2<S
)ormal sur%ey has emerged as by far the best method of periodically the customer
satisfaction& The sur%ey are not marketing tools but an information^gaining tool& 8nough
homework needs to be before embarking on the actual sur%ey& This includesE
*efining Hbjecti%es of the Sur%ey
*esign Sur%ey approach
*e%elop (uestionnaires and forms
Administer Sur%ey (8mail" Telephone or Post#
'ethod of compiling data and analy+ing the findings
)ormat of the report to present the findings
There is no point in asking irrele%ant (uestions on a customer satisfaction (uestionnaire&
The basic purpose is to find out what we are doing right or wrong& .here is the scope for
impro%ement" where do we stand %isAKA%is other suppliers& =ow we can ser%e the customer
betterZ
A customer satisfaction measurement sur=ey should at least identify the follo>ing
objecti=esD
mportance to customers (Customers priorities#
Customer7s perception of supplier7s performance
Mour performance relati%e to customer7s priorities&
Priorities for impro%ement
Sur%ey forms should be easy to fill out with minimum amount of time and efforts on
customer7s part& They should be designed to acti%ely encourage the customer to complete the
(uestions& Met they must pro%ide accurate data should also be sufficiently reliable for
management decision making& This can be achie%ed by incorporating objecti%e type (uestions
+*

where customer has to $rate, on scale of say 9 to 96& )or repeated sur%eys" you could pro%ide
the rating that was pre%iously accorded by the customer& This works like a reference point for
the customer&
Space should always be pro%ided for the customers own opinions this enables them to
state any additional re(uirements or report any shortcomings that are not co%ered by the
objecti%e (uestions&
@ormally" we deal %arious personnel at %arious le%els in the customer7s organi+ation^
the buyer" user" recei%ing inspector" finance and purchase person etc& sur%eying a number of
respondents for each customer gi%es a complete perspecti%e of customer satisfaction& t may be
necessary to de%ice a different (uestionnaire for each of them&
-espondents must be pro%ided a way to e/press the importance they attach to %arious
sur%ey parameters& -espondents should be asked to gi%e a weighting factor" again on a rating
scale of say" 9 to 96" for each re(uirement& This gi%es a better indication of relati%e importance
of each parameter towards o%erall customer satisfaction and makes it easier for suppliers to
prioriti+e their action plans by comparing the performance rating (scores# with importance rating
(weighing#&

6#* Objecti=e of Customer Satisfaction Sur=ey
The following are all compelling reasons to sur%ey your customersE
*emonstrate commitment to listening to customers&
8nhance profits&
:ain feedback from customers about products" ser%ices" andLor support" outside of what
customers pro%ide the sales force&
mpro%e customer satisfaction and retention&
mpro%e (uality of ser%ice&
ncrease market share&
ncrease repeat business&
+/

Customer loyalty
8ffecti%e communication
Spotting trends
0earn where the company stands in comparison with competitors&
'easure and compensate the sales organi+ation&
Hbtain information on product de%elopments" priorities" and re(uirements&
Hbtain input on new products or ser%ices&
Pro%ide a way for unhappy customers to %ent&
Target resources on issues of concern to customers&
%easuring customer satisfaction
Hrgani+ations need into retain e/isting customers while targeting nonAcustomers& 'easuring
customer satisfaction pro%ides an indication of how successful the organi+ation is at pro%iding
products andLor ser%ices to the marketplace&
Customer satisfaction is measured at the indi%idual le%el" but it is almost always reported at an
aggregate le%el& t can be" and often is" measured along %arious dimensions& A hotel" for
e/ample" might ask customers to rate their e/perience with its front desk and checkAin ser%ice"
with the room" with the amenities in the room" with the restaurants" and so on& Additionally" in a
holistic sense" the hotel might ask about o%erall satisfaction $with your stay
As research on consumption e/periences grows" e%idence suggests that consumers purchase
goods and ser%ices for a combination of two types of benefitsE hedonic and utilitarian& =edonic
benefits are associated with the sensory and e/periential attributes of the product& Utilitarian
benefits of a product are associated
Customer satisfaction is the o%erall impression of customer about the supplier and the products
and ser%ices deli%ered by the supplier&
3actors that could affect customer satisfactionD
*epartment wise capability of the supplier&
++

Technological and engineering or reAengineering aspects of products and ser%ices&
Type and (uality of response pro%ided by the supplier&
Supplier7s capability to commit on deadlines and how efficiently they are met&
Customer ser%ice pro%ided by the supplier&
Complaint management&
Cost" (uality" performance and efficiency of the product&
Supplier7s personal facets like eti(uettes and friendliness&
Supplier7s ability to manage whole customer life cycle&
Compatible and hassle free functions and operations&
/o> to de=elop and impro=e Customer Satisfaction
H%er the last few decades companies ha%e increasingly begun to reali+e the importance of
customer satisfaction& .here trading en%ironments ha%e become saturated and customers
increasingly hard to come by" customer retention has become imperati%e& !usiness has
concluded that customer satisfaction can therefore deli%er financial benefit pro%iding stability
and a platform for growth" the alternati%e is a dissatisfied customer who seldom e/presses their
complaints they simply buy elsewhere&
Customer Satisfaction can be analy+ed" measured and impro%ed" the tools and methods
re(uired to build and impro%e it are wide and %aried" howe%er there is consensus o%er the
basics of a toolkit of processes and polices that business can e/ploit as they aim to build
customer satisfaction&
,K Assess the customerFs needs
Aligning product and ser%ice offerings with customer needs can only be achie%ed when
sufficient knowledge of customer re(uirements has been captured& Accurately understanding
the customer7s needs is the most important step towards achie%ing customer satisfaction&
t7s worth pointing out that needs are often comprised of a mi/ture of both product and ser%ice
offerings 4 for e/ample 4 supermarket customers may be influenced o%er price and a%ailability
of products whilst also being influenced by how long they ha%e to (ueue at the checkout&
+.

There are a %ariety of methods for assessing customer needs from modeling and statistical
techni(ues to more standard assessment methods such as obser%ing and (uestioning current
and prospecti%e customers& Assessment often takes the form of market analysis" buying trends
and beha%iors and determining factors that influence the customer&
@eeds assessment is an ongoing process and has %arious guises from (uestionnaires to
workshops to complaints management& )undamentally the customer is best placed to con%ey
their needs and businesses should incorporate an appropriate strategy to track these&
*K O>nership by Senior %anagement and in=ol=ement of the >hole organiEation
Hnce the customer7s needs ha%e been captured they should be championed by the whole
organi+ation& To succeed customer satisfaction should be incorporated as a corporate strategy
which should be supported from the senior management downwards& )or the strategy to
succeed the %oice of the customer needs to reach those at the %ery top of the organi+ation and
the IP or 'anagement *irector must champion the customer7s re(uirements and ensure that
the business is shaped and resourced to deli%er&
=owe%er" it doesn7t just stop with senior management" the whole organi+ation needs to
understand the re(uirements of their customers and the role they ha%e to play in satisfying
them& n%ol%ement will usually mean more than a crudely drawn up corporate %alues such as
$partnership, or $customer focused, but staff will be tuned to re(uirements" be in%ol%ed in their
deli%ery and be acutely aware of the impact on ser%ice le%els& The whole business" including
those in senior positions should be able to talk fluently and accurately regarding the le%els of
satisfaction within its customer base together with engaging and participating in impro%ement
programs&
A tuned organi+ation will target staff de%elopment to support a customer orientated
strategy& 'any organi+ations also link financial rewards with customer satisfaction
performance 4 while this can be fruitful" businesses should ensure that incenti%es need
to be placed correctly to deli%er appropriate results&
.-

C1A#TER <
.1


CO0S.%2R R2S2ARC/ I0 "I332R201 "ISCIP9I02S
A considerable body of literature e/ists on consumption" consumer beha%iour and consumer
decision making process&
'ost of the consumer research focused on adopter categories" habits" attitudes and intentions
rather that on actually measuring the satisfaction le%el with the ser%ice&
.2

CO0S.%2R SA1IS3AC1IO0 PROC2SS
The paramount goal of marketing is to understand the customer and to influence buying
beha%iour&
The process can be depicted as followsEA
@eed recognitionA reali+ation of the difference between the desired and the current
situation that ser%es as a trigger for entire process&
Search for information&
Pre purchase alternati%e e%aluation&
Consumption(utili+ation of the procured option#
Post purchase alternati%e reAe%aluation&
*i%estment(disposal of the unconsumed product and it7s remnants#
CO%PA0<FS 233OR1 1O 20S.R2 SA1IS3AC1IO0 O3 C.S1O%2RSD
Objecti=es of ICICI
Promote good and fair banking practices by setting minimum standards in
dealing with you
ncrease transparency so that you can ha%e a better understanding of what you
can reasonably e/pect of the ser%ices1
8ncourage market forces" through competition" to achie%e higher operating
standards1
Promote a fair and cordial relationship between you and your bank1
)oster confidence in the banking system
To =elp Mou To Understand =ow Hur )inancial Products And Ser%ices .ork !yE
.'

:i%ing you information about them in any one or more of the following languagesE =indi"
8nglish or the appropriate local language&
8nsuring that our ad%ertising and promotional literature is clear and not misleading
8nsuring that you are gi%en clear information about our products and ser%ices" the terms
and conditions and the interest ratesLser%ice charges" which apply to them&
:i%ing you information on what are the benefits to you" how you can a%ail of the benefits"
what are their financial implications and whom you can contact for addressing you
(ueries&
1o /elp <ou .se <our Account Or Ser=ice ByD
Pro%iding you regular appropriate updates&
Jeeping you informed about changes in the interest rates" charges or terms and
conditions&
Information
Mou can get information on interest rates" common fees and charges through any one of the
followingE
0ooking at the notices in our branches 1
Phoning our branches or helpAlines1
0ooking on our website1
Asking our designated staffLhelp desk 1or
-eferring to the ser%ice guideLTariff Schedule&
Before <ou Become a Customer >e >illD
gi%e you clear information e/plaining the key features of the ser%ices and products you
tell us you are interested in1
.(

gi%e you information on any type of products and ser%ices which we offer and that may
suit your needs1
tell you if we offer products and ser%ices in more than one way Ufor e/ample" through
A1%s5 on the nternet" o%er the phone" in branches and so onV and tell you how to find
out more about them1
tell you what information we need from you to pro%e your identity and address" for us to
comply with legal" regulatory and internal policy re(uirements
Ad=ertising5 %arketing and Sales
.e will make sure that all ad%ertising and promotional material is clear" and not
misleading&
n any ad%ertising in any media and promotional literature that draws attention to
banking ser%ice or product and includes a reference to an interest rate" we will also
indicate whether other fees and charges will apply and that full details of the rele%ant
terms and conditions are a%ailable on re(uest&
f we a%ail of the ser%ices of third parties for pro%iding support ser%ices" we will re(uire
that such third parties handle your personal information (if any a%ailable to such third
parties# with the same degree of confidentiality and security as we would&
.e may" from time to time" communicate to you %arious features of our products a%ailed
by you& nformation about our other products or promotional offers in respect of our
productsLser%ices" will be con%eyed to you only if you ha%e gi%en your consent to recei%e
such informationL ser%ice either by mail or by registering for the same on our website or
on our phone bankingLcustomer ser%ice number&
.e ha%e prescribed a code of conduct for our *irect Selling Agencies (*SAs# whose
ser%ices we may a%ail to market our productsL ser%ices which amongst other matters
re(uires them to identify themsel%es when they approach you for selling our products
personally or through phone&
.)

n the e%ent of receipt of any complaint from you that our representati%eLcourier or *SA
has engaged in any improper conduct or acted in %iolation of this Code" we shall take
appropriate steps to in%estigate and to handle the complaint and to make good the loss&
C1A#TER 5
.*


R2S2ARC/ %21/O"O9O!<
I01RO".C1IO0
./

-esearch in common parlance refers to a search for knowledge& Hne can also define
research as a scientific and systematic search for pertinent information on a specific
topic& n fact" research is an art of scientific in%estigation& $-esearch is a systemati+ed
effort to gain new knowledge,
-esearch is an original contribution to the e/isting knowledge for its ad%ancement& t is
the pursuit of truth with the help of study" obser%ation" comparison and e/periment& n
short knowledge through objecti%e and systematic method of finding solution to a
problem is research& -esearch refers to the systematic method consisting of
enunciating the problem" formulating the hypothesis" collection of the facts&
Title o5 t8e Stud4
7A Study on Customer Satisfaction In Indian Retail Banking With Special
Reference Of ICICI Bank8
O9:ecti;e o5 t8e Stud4
8ach research study has its own specific purpose& t is like to disco%er to Ouestion
through the application of scientific procedure& !ut the main aim of our research to find
out the truth that is hidden and which has not been disco%ered as yet& 'y research
study has following objecti%esE
To 'easure The 0e%el of Satisfaction of -etail !anking Customers&
To identify the factors which affect the customer satisfaction le%el
in retail banks&
To study about the competiti%e position of CC !ank in Competiti%e 'arket&
To Study the customers attitude towards the financial products of the CC !ank&
To Study the customers opinion towards the ser%ices pro%ided by the CC !ank&
To study about the effecti%eness F efficiency of CC !ank in relation to its
competitors&
To study about whether people are satisfied with CC !ank Ser%ices F
'anagement System or not&
.+

1ype of ResearchD-
"escripti=e ResearchD *escripti%e research includes fact finding en(uiries of different
kinds& The major purpose of descripti%e research is description of the state of affairs as
it e/ists at present& -esearcher has no control o%er the %ariables of this type of
research& The methodology of the study is based on primary Fsecondary data&
"ata CollectionE
Primary "ataD *ata is collected primarily through personal contact" meeting" inter%iew
and (uestionnaire with the concerned authority of the CC !ank and respondents&
Secondary "ataD
Secondary data was collected by gathering information from concerned personnel at
these firms and the rest was collected from the %arious journals and websites&
Sample SiEe 4 %ethod Of Selecting SampleD-
The sampling method so as to obtain a representati%e sample is the @onAprobability
sampling methods& Under @onAprobability sampling" the (uestion addressed the basic
(uestions relating to the le%el of satisfaction with in customers&
A random sample of 23 people was taken& selected the respondents to the sur%ey on
the basis of judgment sampling with con%enience taken into account&
Scope of the studyD-
The study is specific only to retail banking in ndia&
Understand different facilities pro%ided by the bank to the customers&
To do the careful study of steps which bank takes to attract the customers&
..

To study how bank are working for the de%elopment of the population and the
economy&
The study is also useful to the bank to formulate a systematic structure for
pro%iding facilities to the customers&
t informs customers about banks progressi%e attitude towards customers&
Understand the o%erall performance and progress of the bank&
The study also relates To Customer Satisfaction and ts -elated )actors& The
factors studied areE
Ser%ice pro%ided by the bank&
The mage or Personality of the !ank&
Con%enience Pro%ided To The Customers&
Pricing policies of the bank&
'aintenance Hf -elationship .ith The Customers
9imitations of the StudyD-
The o%erall data collected through one branch of the bank that is Iidhyadhar
@agar !ranch Jaipur& Therefore it makes some limitations to collect the data and
analy+e&
A customerNs satisfaction towards the !ranch is considered for study" hence the
structure1 other concepts of the banks are e/cluded for the detail study&
The study is on the information collected from bank" during %ery short period of
the case study work& So only limited data is collected and no detailed study about case
is carried out&
The study considered only the customers satisfaction" so other concepts of the
banks are e/cluded.

C1A#TER 6
1-
-


3I0"I0!S
1-
1

)rom the details of the study" we can enumerate the obser%ation of the project report i& e&
customers satisfaction towards the CC !ank" Jaipur in the form of finding as below&
9& t was found from the study that bank belie%es in (uality ser%ice rather than (uantity of
ser%ice&
2& The officials employed are %ery much enthusiastic about their job&
B& The officials try to make best relation with the customers&
D& There is separate counter for @- ser%ices&
3& The registers and files are maintained on a daily basis&
<& The registers are maintained in a well organi+ed manner&
;& The marketing strategy of the bank is %ery attracti%e&
5& The bank always tries to attract customers with inno%ati%e offers&
?& !oth the bank in%estment deposit ratio is on the declining trend
96& !oth the banks has shown better utili+ation of cash portfolio
99& CC bank nterest e/penses to interest earned remains the same H%er 2 Mears whereas
S! shows reduction&
92& Hther ncome ratio remains fluctuation in both the banks&
C1A#TER 7
1-
2

"ata Analysis 4 Interpretation
1-
'

Chart-, Customer ha=e Account >ith ICICI Bank
%&'
&('
%('
&'
C)RR*$T
S+,I$-
#O+$
OT.*RS

As the abo%e graph shows that most of the customers i&e& 36G ha%ing sa%ing
account in CC !ank F 23G customers ha%ing current account" 26G loan
account F 3G ha%ing other account in CC bank&
1-
(

Chart-* Attributes compelled by the customers to open sa=ing account in
any bank
As with abo%e analysis" it is found that B;G customers gi%e more preference to AT'
facilities pro%ided by bank at the time of opening a sa%ing account in a bank and rest of
the <BG customers gi%e preference to working hours" Che(ue book" nternet banking F
%alue added ser%ices&
1-
)

Chart-6 Customers ha=ing Bank Account With ICICI Bank 3rom ho> many
years
%(
/(
0(
(
0(
%(
1(
2(
&(
3(
/(
4(
(50 05& 6*+RS &50( 6*+RS
Cu3to<er Ha;in7 Ban6 A=C
Customer .aving Bank +7C

As with abo%e analysis" it is found that most of the customers ha%ing bank account in
CC bank since last 9 to 3 years&
1-
*

Chart-( Reason for preference of ICICI Bank
*1>
%1>
#1>
?uic6 tran3ction +ore 3u@@ort to cu3to<er
?ualit4 and 3er;ice3
As with abo%e analysis" it is found that most of the customers prefer the CC bank
because of it7s better (uality F ser%ices and B6G customer prefer for (uick transaction
and 26G customers prefer for more support to customers&
1-
/

Chart-? %edium for customer a>areness about the ser=ices pro=ided by
ICICI Bank

The abo%e chart shows that B<G customers know about the ser%ices pro%ided by the
bank through ad%ertisement and 2?G customers through friends F relati%es" 29G
customers through selling agent and 9DG customers through other sources&
1-
+

Chart-@ 1hinking of the people about the Banks

The abo%e chart shows that most of the customers think bank as a security pro%iding
organi+ation and BBG customers think as a sa%ing option" 99G customers think as
imposition of a burden of e/penses and ;G customers think others&
1-
.

Chart-A Suitability of processing of loan for the customers
3(
1(
0(
(
0(
%(
1(
2(
&(
3(
/(
6*S $O C+$ $OT S+6
Customer )sing Services
Offered by Teir Bank
I3 0OMNNNNNNNNNNNNN##W/<I
',) 1AI0! 9O0!2R 1I%2 P2RIO"
'*) "OC%201A1IO0 CO%P92:I1<
'6) ;2RI3IC1IO0
.ith the abo%e analysis" it is found that <6G customers feel suitability with the
processing of loan and B6G customers feel unsuitability F 96G can7t say about this&
11
-

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

#O8
%('
9*"I)9
&('
.I-.
1('
The abo%e chart shows that 36G customers says that processing charges of loan are
medium and B6G customers says that processing charges of loan are high F 26G
customers says low&
11
1

Chart-C 1ype of loan Preferred by the customers of ICICI Bank

/('
%'
%('
4'
.O)SI$- #O+$ P*RSO$+# C+R #O+$ *")C+TIO$
The abo%e chart shows that ;6G customers prefer housing loan and 26G customers
prefer car loan" 5G customers prefer education loan and 2G customers prefer personal
loan&
11
2

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

#O8
1('
+,*R+-*
2('
.I-.
1('
The abo%e chart shows that D6G customers say that interest rate charged on loan by
CC bank is a%erage and B6G customers say high" B6G customers say low with
compare to another banks&
11
'

Chart-,, Internet banking Ser=ices a=ailed by the customers of ICICI Bank
As with abo%e analysis" it is found that most of the customers doesn7t use internet
banking ser%ices due to lack of awareness" connecti%ity problems F more comple/ity
and only B6G customers using internet banking ser%ices of CC bank&
11
(
1(
/(
(
0(
%(
1(
2(
&(
3(
/(
4(
6*S $O

'I0 CAS2 O3 0O)
Chart-,* Reasons for not using Internet banking Ser=ice by the customers
2('
1&'
%&'
Ser;ice3
#+CK O: +8+R*$*SS
CO$$*CTI,IT6 PROB#*9
9OR* CO9P#*;

As with abo%e analysis" it is found that those customers who doesn7t use internet
banking ser%ices most of them doesn7t know about internet banking ser%ices and B3G
doesn7t use due to connecti%ity problem F 23G customers doesn7t use internet banking
ser%ices due to more comple/ity&
11
)

Chart-,6 Customer opinion to>ards the financial ser=ices pro=ided by the
ICICI Bank
The abo%e chart shows that D6G customers gi%e good to the financial ser%ices pro%ided
by the CC bank and B6G customers gi%e %ery good" 26G customers gi%e e/cellent F
96G customers gi%e a%erage to the financial ser%ices pro%ided by the CC bank&
11
*
%('
1('
2('
0('
*;C*##+$T ,*R6 -OO" -OO" +,*R+-*

Chart-,( 9e=el of Customer satisfaction to>ards the ser=ices pro=ided by ICICI
Bank

As with abo%e analysis" it is found that BDG customers are satisfied with the ser%ices
pro%ided by the CC bank and 92G customers are e/tremely satisfied" 26G customers
at moderate le%el" 26G customers are dissatisfied and 5G customers are e/tremely
dissatisfied with the ser%ices pro%ided by the CC bank&
11
/

C1A#TER 8
11
+

SWO1 A0A9<SIS
S1R20!1/S
All the branches are interconnected which gi%e the uni(ue facility of anywhere
banking&
!ranches of CC !ank are well e(uipped with ad%anced technology to pro%ide the
customers with taster banking ser%ices
All operations of the bank are carried on with the help of computers thus
transaction are carried with greater efficiency&
AT' _*ebit card facility&
=igh number of e/ecuti%es which make the work of customers %ery con%enient&
The withdrawal limit pro%ided by the bank is D6666 per day through AT' F
966666 through che(ue per day&
'a/imum customer base in Jaipur as compared to any of the bank&
11
.

W2A02SS
0ess awareness among general masses about the different ser%ices pro%ided
by the bank&
=igh bank ser%ice charges&
People7s faith in pri%ate banks is still not %ery high&
Pro%ide less credit period&
'inimum balance le%el of all the accounts are %ery high&
12
-

12
1

12
2

OPPOR1.0I1I2S

People7s dissatisfaction towards nationali+ed banks in terms of ser%ices has
turned to be blessing for pri%ate banks&
Among the pri%ate players CC bank ha%e the e/cellent brand image&
There lies a great scope in )ore/ department which is unutili+ed to a greater
e/tent can yield much better results by which the bank can increase its %olume&
Special ser%ices can be pro%ided to women as the women7s role is becoming
prominent&
The trust of people is increasing on the banks rather than going for financial
institution&
There is %ast untapped opportunity which lies for e%ery bank in the rural area&
-ecruit professionally (ualified students
12
'

1/R2A1S
-eorgani+ation of PSU7s& All the PSU7s ha%e started to redefine their ser%ices to
attract customer7s attention&
A few foreign banks ha%e been permitted to increase their number branches and
its entry has taken away some business of the e/isting banks&
Stringent norms by -! in any time in future can be a threat to pri%ate banks as
their acti%ities can be ad%ersely affected&
Stiff Competition
@o proper facility for uneducated customers
12
(

C1A#TER 9

12
)

Conclusion
Thus" CC has been able to use technology to pro%ide %alueAadded ser%ice to its customers
during the last few years& )or CC" technology is an integral part of their business& =owe%er"
their o%erall progress could ha%e been smoother but for certain internal and e/traneous factors
and also a pressure on spread due to a competiti%e market (Annual report" 2696 499#& 8A
banking has become a necessary sur%i%al weapon and is fundamentally changing the banking
industry worldwide& Today" the click of the mouse offers customers banking ser%ices at a much
lower cost and also empowers them with unprecedented freedom in choosing %endors for their
financial ser%ice needs& @o country today has a choiceA whether to implement 8Abanking or not
gi%en the global and competiti%e nature of the economy& CC ha%e top grade and constantly
think of new inno%ati%e customi+ed packages and ser%ices to remain competiti%e& The in%asion
of banking by technology has created an information age and commoditi+ation of banking
ser%ices& CC ha%e come to reali+e that sur%i%al in the new eAeconomy depends on deli%ering
some or all of their banking ser%ices on the nternet while continuing to support their traditional
infrastructure& The rise of 8Abanking is redefining business relationships and the most
successful banks will be those that can truly strengthen their relationship with their customers&
.ithout any doubt" the international scope of 8Abanking pro%ides new growth perspecti%es and
nternet business is a catalyst for new technologies and new business processes&
12
*

C1A#TER 2=


12
/

S.!!2S1IO0S
9& The company should adopt best marketing strategy to e/pansion the market&
2& To increases its branches&
B& To increases more acti%ity rather than banking system&
D& To make good relationship with its customer&
3& To make effort for increasing the awareness about the internet banking among the customers
<& To reduces the interest rate of loan process&
;& To reduces the minimum amount of maintaining the account&

12
+

C1A#TER 22
12
.

Confidential Juestionnaire
"ear SIRK%A"A%5 I am conducting sur=ey on ICICI# I shall be =ery thankful to gi=e your
fe> minutes to me for ans>ering my fe> Huestions belo>#
NAME000000000000000 A/E000000
MARITA3 STATUS000000000 OCCU#ATION00000000000"
EDUCATIONA3 >UA3IFICATION0000000000000"


,# What type of account do you ha=e in ICICI BankI
(a# Current (b# Sa%ing (c#0oan (d#Hthers
*# Which of the follo>ing attributes compelled you to most open sa=ing account in any bankI
(a# AT' (b# Che(ue book (c# nternet !anking (d# .orking hours (e# %alue added ser%ices

6# 3or the past ho> many years you ha=e account >ith ICICI bankI
(a# 0ess than 9 year (b# 9A3 years (c# 'ore than 3 years
(# Why do you prefer ICICI bankI
(a# Ouality and ser%ices (b# Ouick transaction (C#Support to customer
?# /o> >ould you kno> about the ser=ices pro=ided by the ICICI BankI
(a# Through selling agent (b# Through friends F relati%es (c# Through ad%ertisement (d# Hthers
@# What the Peoples think about the banksI
(a# Security (b# Sa%ing (c# mposition of a burden of e/penses (d# Hthers
A# 1he process of loan is suitable to youI
(a# Mes (b# @o
f no PPPPPPP&.hy
1'
-

(a# Taking longer period of time
(b# *ocumentation Comple/ity
(c# Ierification
B# What is your opinion about the processing charges of loanI
(a# 0ow (b# 'edium (c# =igh
C# Which kind of loan do you preferI
(a# =ousing loan (b# Personal loan (c# Car loan (d# 8ducation loan
,+# What is your opinion about the interest rate charged on loan by the ICICI bankI
(a# 0ow (b# 'edium (c# =igh
,,# "o you a=ail internet bankingI
(a# Mes (b# @o
,*# In case of no5 Why are you not using internet banking
(a# 0ack of awareness (b# Connecti%ity problem (c# 'ore comple/ for use
,6# What do you feel about o=erall ser=ices of ICICI bankI
'a) 8/cellent (b# Iery good (c# :ood (d# A%erage

,(# Would you like any recommendation to ICICI BankI
NNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNN##
NNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNN
NNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNNN

1'
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C1A#TER 22

1'
2

BIB9IO!RAP/<
BOOSD
Jothari C& -&E -esearch 'ethodology`methods and techni(ues&
Jotler PhillipE 'arketing 'anagement 8le%enth re%ised edition" 2665&&
Jhan" ' M " )inancial ser%ices" Tata 'c:rawA=ill" @ew *elhi 2696&
Jhan" ' M "ndian )inancial system" Tata 'c:rawA=ill" @ew *elhi 2696
W2B9IO!RAP/<
=ttpELLwww&icicibank&com
httpELLfinance&indiamart&comLin%estmentainaindiaLbankingainaindia&html
httpELLfinance&indiamart&comLin%estmentainaindiaLnationalisationabanks&html
httpELLen&wikipedia&orgLwikiLbankingainaindia
httpELLen&wikipedia&orgLwikiLbank
httpELLmoneycentral&msn&comLbankingLser%icesLhome&asp
=ttpELLcatalogs&indiamart&comLser%icesLbankingAser%ices&html
02WS PAPA2RS
Times of ndia
8conomic Times
!usiness today
1'
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