Project Report On

PROJECT REPORT ON
A COMPARATIVE STUDY OF
“CUSTOMER SERVICES PROVIDED BY
ICICI AND SBI BANKS IN BANGLORE”
BACHELOR OF BANKING AND INSURANCE

SEMESTER VI
2018-19
A COMPARATIVE STUDY OF
“CUSTOMER SERVICES PROVIDED BY
ICICI AND SBI BANKS IN BANGLORE”
A PROJECT SUBMITTED TO
UNIVERSITY OF MUMBAI FOR PARTIAL COMPLETION OF THE DEGREE
OF
BACHELOR IN COMMERCE (BANKING AND INSURANCE)

UNDER THE FACULTY OF COMMERCE
BY
TEJASWINI DNYANESHWAR BHAGAWALE
UNDER THE GUIDANCE OF

PROF.MR.KISHOR CHAUHAN
S.D.DEGREE COLLEGE OF ARTS, SCIENCE & COMMERCE

SEC-4, AIROLI, NAVI MUMBAI-400708.
APRIL 2018-19
DECLARATION BY LEARNER
I the undersigned Miss. TEJASWINI DNYANESHWAR BHAGAWALE here by, declare that the
work embodied in this project work titled “ A COMPARATIVE STUDY OF “ CUSTOMER
SERVICES PROVIDED BY ICICI AND SBI BANKS IN BANGLORE”, forms my own contribution
to the research work carried out under the guidance of PROF. KISHOR CHAUHAN is a result of my
own research work and has not been previously submitted to any other university for any other
Degree to this or any other university.
Wherever reference has been made to previous works of others, it has been clearly indicated as such
and included in the bibliography.
I, here by further declare that all information of this document has been obtained and presented in
accordance with academic rules and ethical conduct.
Name and Signature of the Learner
Certified by
Name and Signature of the Guiding Teacher

ACKNOWLEDGEMENT
To list who all have helped me is difficult because they are so numerous and the depth is so
enormous.
I would like to acknowledge the following as being idealistic channels and fresh dimensions in
the completion of this project.
I take this opportunity to thank the University of Mumbai for giving me chance to do this
project.
I would like to thank my Principal, DR. Shalini Vermani for providing the necessary facilities
required for completion of project.
I take this opportunity to thank our coordinator Mr. Kishor Chauhan ,for his moral support
and guidance.
I would also like to express my sincere gratitude towards my project guide Mr. Kishor
Chauhan whose guidance and care made the project successful.
I would like to thank my College Library, for having provided various reference books and
magazines related to my project.
Lastly, I would like to thank each and every person who directly and indirectly helped me in
the completion of the project especially my Parents and Peers who supported me throughout
my project.
EXECUTIVE SUMMARY:
The banking sector in India has made remarkable progress since the economic
reforms in 1991. New private sector banks have brought the necessary competition
into the industry and spearheaded the changes towards higher utilization of
technology, improved customer service and innovative products. Customers are now
becoming increasingly conscious of their rights and are demanding more than ever
before. The recent trends show that most banks are shifting from a “product-centric
model” to a “customer-centric model” as customer satisfaction has become one of
the major determinants of business growth. In this context, prioritization of
preferences and close monitoring of customer satisfaction have become essential for
banks. Keeping these in mind, an attempt has been made in this study to analyze the
factors that are essential in influencing the investment decision of the customers of
the public sector banks. For this purpose, Factor Analysis, which is the most
appropriate multivariate technique, has been used to identify the groups of
determinants. Factor analysis identifies common dimensions of factors from the
observed variables that link together the seemingly unrelated variables and provides
insight into the underlying structure of the data. Secondly, this study also suggests
some measures to formulate marketing strategies to lure customers towards banks.
The services among ICICI bank and SBI bank and know about the Customer
preferences among ICICI and SBI bank.
TABLE OF CONTENT
Chapter No. Contents Page No.

1 INTRODUCTION 10-13
 Introduction to Bank & Banking
 Introduction to Importance of the Bank
 Introduction to Reason to choose a Bank
2 RESEARCH DESIGN 14-19
 Statement of the problem
 Review of the literature
 Objectives of the study
 Scope of the study
 Research Methodology
 Method of collection of data
 Plan of analysis
 Limitation of the study
3 INDUSTRY PROFILE 20-27
 Overview the Banking industry
4 PROFILE OF THE SYSTEM/ COMPANY/ORGANIZATION 28-79

 Company profile of SBI
 Product & Services of SBI
 Award & Recognitions of SBI
 Company Profile of ICICI
 Product & Services of ICICI
 Award & Recognitions of ICIC
5 DATA ANALYSIS AND INTERPRETATION 80-111
6 FINDING CONCLUSION 112-116

RECOMMENDATIONS
7 BIBLIOGRAPHY 117-118
8 ANNEXURE 119-123
INTRODUCTION:
A bank is a financial institution whose primary activity is to act as a payment agent

for customers and to borrow and lend money. It is an institution for receiving,
keeping, and lending money.
An organization, usually a corporation, chartered by a state or federal government,

which does most or all of the following: receives demand deposits and time deposits,
honors instruments drawn on them, and pays interest on them; discounts notes,
makes loans, and invests in securities; collects checks, drafts, and notes; certifies
depositor's checks; and issues drafts and cashier's checks.
Banking is business receiving for lending or investment, of deposits of money, from

public repayable on demand or otherwise and which draw able by cheque, draw and
order. In general terms, Banking is the Process of business activity of accepting and
safeguarding money owned by other individuals and entities, and then lending out
this money in order to earn a profit.
Banks play very important role in the economic life of the nation. The health of the
economy is closely related to the soundness of its banking system. Although banks
create no new wealth but their borrowing, lending and related activities facilitate the
process of
production, distribution, exchange and consumption of wealth. In this way they
become very effective partners in the process of economic development. Today,
modern banks are very useful for the utilization of the resources of the country. The
banks are mobilizing the savings of the people for the investment purposes. The
savings are encouraged and saving rate increases. If there would be no banks then a
great portion of a capital of the country would remain idle.
A bank as a matter of fact is just like a heart in the economic structure and the
Capital provided by it is like blood in it. As long as blood is in circulation the
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organs will remain sound and healthy. If the blood is not supplied to any organ then
that part would become useless. So if the finance is not provided to Agriculture
sector or industrial sector, it will be destroyed. Loan facility provided by banks
works as an incentive to the producer to increase the production.
Bank provides necessary funds for executive program in the process of economic
development. They collect savings of large masses of people scattered throughout
the country, which is the absence of bank world have remained idle and
unproductive. These amounts are collected, pooled together and made available to
commerce and industry for meting the requirement. This provides finance for
successfully carrying on various stages of production as well as distribution.
Bank stimulate the habit of savings amount people by the security and interest they
offer with these savings which are deposited by people are in position to utilize the
deposited amount more productively. The bank increased the transaction capacity of
the customers by advancing loans when they require for additional funds to finance
their expanded program of transaction. In short, the economic development of a
particular country depends on the sound banking system.
Banking is also important to business because businesses deposit their extra money
here. This way their money is not only safe but also earns interest for them. On the
other hand, businesses can borrow money from banks when they need to invest in
business. Apart from that Banks also act as guarantee giver in case of creditors and
suppliers.
Product and Services offers by Bank:
Deposits: A bank accepts deposits from the public. People can deposit their cash
balances in either of the following accounts to their convenience:-
 Fixed Deposit Account: Cash is deposited in this account for a fixed period.
The depositor gets receipts for the amount deposited. It is called Fixed
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Deposit Receipt. The receipt indicates the name of the depositor, amount of
deposit, rate of interest and the period of deposit. This receipt is not
transferable. If the depositor stands in need of the amount before the expiry of
fixed period, he can withdraw the same after paying the discount to the bank.
 Savings Account: This type of deposit suits to those who just want to keep
their small savings in a bank and might need to withdraw them occasionally.
Banks provide a certain rate of interest on the minimum balance kept by the
depositor during the month.
 Current Account: This type of account is kept by the businessman who are
required to withdraw money every new and then. Banks do not pay any
interest on this account. Any sum or any number of withdrawals can be
presented by such an account holder
Loans Facility: Loans are granted by the banks on securities which can be easily
disposed off in the market. When the bank has satisfied itself regarding the soundness
of the party, a loan is advanced.
Credit cards: All banks (except the Swiss bank) provide VISA and MasterCard cards
that enable individuals to make payments over the Internet or in shops.
Mobile Banking: Mobile banking (also known as M-Banking, mbanking, SMS

Banking etc.) is a term used for performing balance checks, account transactions,
payments etc. via a mobile device such as a mobile phone. Mobile banking today
(2007) is most often performed via SMS or the Mobile Internet but can also use
special programs called clients downloaded to the mobile device.
Internet Banking: Online banking (or Internet banking) allows customers to

conduct financial transactions on a secure website operated by their retail or virtual
bank, credit union or building society.
Core Banking System: Core Banking is a general term used to describe the services
provided by a group of networked bank branches. Bank Customers may access their
funds and other simple transactions from any of the member branch offices,etc.
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Chapter 2
Research Design
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Statement of the problem:-
In today’s competition the core objective of all organizations is to satisfy customers.

It is the choice of empowered customer to decide the fate of any product or
organization. Only those organizations that continuously monitor and meet changing
customer needs will win by cutting costs and restructuring for quicker response to
the customer’s demands, all of which will add up to an unmatched competitive edge
enabling to conquer tomorrow’s market place.
The mere objective of the study is to interpret the customer services provided by
ICICI and SBI bank and to compare with each other. It will help in understanding
the preferred customer changing attitude towards the customer services provided to
them by ICICI and SBI bank.
So the study will give idea about how people are aware about customer services
provided by these banks in Bangalore.
Objectives of the study:-
To understand and compare the services provided by ICICI bank.
To understand and compare the services provided by SBI bank.
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Review of The Literature:-
In May 1991 Stephen F. Borde had studied about the “Is the Savings and Loan”
This article tells about the Saving and loan crisis. Proposed solutions are discussed in
the context of the industry as it currently stands. With a somewhat similar liability
structure to that of banks (mainly short-term deposits), the asset structure of S&Ls is
quite different. Whereas banks assets consist of short-term loans, S&L assets consist
largely of long-term loans, such as home ownership mortgages. Therefore, in the
absence of adequate hedging measures, S&Ls are more vulnerable to interest rate
risk, which can lead to lower profits when interest rates rise.
In June 29, 2001 Joshua Rosner had studied about the Housing Loan in the New
Millennium: A Home Without Equity is Just a Rental with Debt. They studied about
the prospects of the U.S. housing/mortgage sector over the next several years. Based
on our analysis, we believe there are elements in place for the housing sector to
continue to experience growth well above GDP. However, we believe there are risks
that can materially distort the growth prospects of the sector. Specifically, it appears
that a large portion of the housing sector's growth in the 1990's came from the easing
of the credit underwriting process. Such easing includes: The drastic reduction of
minimum down payment levels from 20% to 0% A focused effort to target the "low
income" borrower. The reduction in private mortgage insurance requirements on
high loan to value mortgages. The increasing use of software to streamline the
origination process and modify/recast delinquent loans in order to keep them
classified as "current". Changes in the appraisal process which has led to widespread
over appraisal/over-valuation problems If these trends remain in place, it is likely
that
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the home purchase boom of the past decade will continue unabated. Despite the
increasingly more difficult economic environment, it may be possible for lenders to
further ease credit standards and more fully exploit less penetrated markets. Recently
targeted populations that have historically been denied homeownership opportunities
have offered the mortgage industry novel hurdles to overcome. Industry participants
in combination with eased regulatory standards and the support of the GSEs
(Government Sponsored Enterprises) have overcome many of them. If there is an
economic disruption that causes a marked rise in unemployment, the negative impact
on the housing market could be quite large. These impacts come in several forms.
They include a reduction in the demand for homeownership, a decline in real estate
prices and increased foreclosure expenses. These impacts would be exacerbated by
the increasing debt burden of the U.S. consumer and the reduction of home equity
available in the home. Although we have yet to see any materially negative
consequences of the relaxation of credit standards, we believe the risk of credit
relaxation and leverage can't be ignored. Importantly, a relatively new method of
loan forgiveness can temporarily alter the perception of credit health in the housing
sector. In an effort to keep homeowners in the home and reduce foreclosure
expenses, holders of mortgage assets are currently recasting or modifying troubled
loans. Such policy initiatives may for a time distort the relevancy of delinquency and
foreclosure statistics. However, a protracted housing slowdown could eventually
cause modifications to become uneconomic and, thus, credit quality 31 statistics
would likely become relevant once again. The virtuous circle of increasing
homeownership due to greater leverage has the potential to become a vicious cycle
of lower home prices due to an accelerating rate of foreclosures.
In December 2002 Melissa B. Jacoby had studied about the investment Risk beyond
a Subprime Crisis: The Role of Delinquency Management. They studied that Public
investment in and promotion of homeownership and the home mortgage market
often relies on three justifications to supplement shelter goals: to build household
wealth and economic self-sufficiency, to generate positive social-psychological
states, and to develop stable neighborhoods and
R V Institute of Management
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communities. Homeownership and mortgage obligations do not inherently further
these objectives, however, and sometimes undermine them. The most visible triggers
of the recent surge in subprime delinquency have produced calls for emergency
foreclosure avoidance interventions (as well as front-end regulatory fixes). Whatever
their merit, I contend that a system of mortgage delinquency management should be
an enduring component of housing policy. Furtherance of housing and household
policy objectives hinges in part on the conditions under which homeownership is
obtained, maintained, leveraged, and - in some situations - exited. Given that high
leverage or trigger events such as job loss and medical problems play significant
roles in mortgage delinquency independent of loan terms, better origination practices
cannot eliminate the need for delinquency management. One function of this brief
essay is to identify an existing rough framework for managing delinquency. Legal
scholarship should no longer discuss mortgage enforcement primarily in terms of
foreclosure law and instead should include other debtor-creditor laws such as
bankruptcy, industry loss mitigation efforts, and third-party interventions such as
delinquency housing counseling. In terms of analyzing this framework, it is tempting
to focus on its impact on mortgage credit cost and access or on the absolute number
of homes temporarily saved, but my proposed analysis is based on whether the
system honors and furthers the goals of wealth building, positive social
psychological states, and community development. Because those ends are not
inexorably linked to ownership generally or owning a particular home, a system of
delinquency management that honors these objectives should strive to provide fair,
transparent, humane, and predictable strategies for home exit as well as for home
retention. Although more empirical research is needed, this essay starts the process
of analyzing mortgage delinquency
Scope of The Study:

The study basically tries to identify the customers are satisfied with their
services among ICICI bank and SBI bank and know about the Customer
preferences among ICICI and SBI bank. The study was done to individual
customer restricted to the city of Bangalore.
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Sample size:-
For the purpose of this study, the sample size comprise of 100 respondents.
ICICI bank - 50
respondents SBI bank - 50
responents
Sampling method:-
For the study on customer service provided by public sector banks and private sector
banks with reference to SBI and ICICI bank, random sampling method has been
adopted.
Method of collection of data:-
Primary Data:-Primary data will be collected through questionnaire and

personal interviews.
Secondary Data:-Secondary data will be collected through various sources such

as magazine, Internet and business journals.
Analysis method:-
Analysis is done on the basis of responses taken from the respondents by

making use of tables, charts, diagrams and graphs.
Limitations of the Study:
 The study is limited to a particular branch of SBI and ICICI bank.

 Since the time is less the researcher has taken a sample of 100 people
and it will not reveal the whole population of a country.
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Contribution expected from the research:-
The overall effort is to know about the services provided by ICICI and SBI bank
and to know the customer preferences towards private sector and public sector
banks.
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A Comparative study of customer services provided by ICICI and SBI bank in
Bangalore
Chapter 3
INDUSTRY PROFILE
OVERVIEW OF THE BANKING INDUSTRY:
Banking in India originated in the last decades of the 18th century. The oldest bank
in existence in India is the State Bank of India, a government-owned bank that traces
its origins back to June 1806 and that is the largest commercial bank in the country.
Central banking is the responsibility of the Reserve Bank of India, which in 1935
formally took over these responsibilities from the then Imperial Bank of India,
relegating it to commercial banking functions. After India's
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Bangalore
independence in 1947, the Reserve Bank was nationalized and given broader
powers. In 1969 the government nationalized the 14 largest commercial banks; the
government nationalized the six next largest in 1980.
Currently, India has 88 scheduled commercial banks 27 public sector banks (that is
with the Government of India holding a stake), 29 private banks (these do not have
government stake they may be publicly listed and traded on stock exchanges) and 31
foreign banks. They have a combined network of over 53,000 branches and 17,000
ATMs. According to a report by ICRA Limited, a rating agency, the public sector
banks hold over 75 percent of total assets of the banking industry, with the private
and foreign banks holding 18.2% and 6.5% respectively.
Early History:
Banking in India originated in the last decades of the 18th century. The first banks
were The General Bank of India, which started in 1786, and the Bank of Hindustan
both of which are now defunct. The oldest bank in existence in India is the State
Bank of India, which originated in the Bank of Calcutta June 1806, which almost
immediately became the Bank of Bombay and the Bank of Madras, all three of
which were established under charters from the British East India Company. For
many years the Presidency banks acted as quasi-central banks, as did their
successors. The three banks merged in 1925 to from the Imperial Bank of India,
which upon India’s independence, became the State Bank Of India.
Indian merchants in Calcutta established the Union Bank in 1839, but it failed in
1848 as a consequence of the economic crisis of 1848-49. The Allahabad Bank
established in 1865 and still functioning today is the oldest joint Stock bank in India.
When the American civil war stopped the supply of cotton to Lancashire from the
Confederate States, promoters opened banks to finance trading in Indian cotton.
With large exposure to speculative ventures, most of the banks opened in India
during that period failed. The depositors lost money and lost interest in keeping
deposits with banks. Subsequently banking in India remained the exclusive domain
of Europeans for next several decades until the beginning of the 20th century.
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Bangalore
Foreign banks too started to arrive, particularly in Calcutta in the1860s.The

Comptoired Escompte de Paris opened branch in Calcutta in 1860 and another in
Bombay in 1862, branches in Madras and Pondicherry then a French colony
followed. Calcutta was the most active trading port in India mainly due to the trade
of the British Empire and so became a banking center.
Around the turn of the 20th Century, the Indian economy was passing through a
relative period of stability. Around five decades had elapsed since the Indian Mutiny,
and the social industrial and other infrastructure had improved. Indians had
established small banks most of which served particular ethnic and religious
communities.
The presidency banks dominated banking in India but there were also some
exchange banks and a number of Indian joint stock banks. All these banks operated
in different segments of the economy. The exchange banks mostly owned by
Europeans,concentrated on financing foreign trade. Indian joint stock banks were
generally undercapitalized and lacked the experience and maturity to compete with
the presidency and exchange banks. This segmentation Lord Curzon to observe, “in
respect of banking it seems we are behind the times. We are like some old fashioned
sailing ship, divided by solid wooden bulkheads into separate and cumbersome
compartments.”
By the 1900s, the market expanded with the establishment of banks such as Punjab
National Bank, in 1895 in Lahore and Bank of India, in 1906, in Mumbai - both of
which were founded under private ownership. Punjab National Bank is the first
Swadeshi Bank founded by the leaders like Lala Lajpat Rai, Sardar Dyal Singh
Majithia. The Swadeshi movement in particular inspired local businessmen and
political figures to found banks of and for the Indian community. A number of banks
established then have survived to the present such as Bank of India, Corporation
Bank, Indian Bank, Bank of Baroda, Canara Bank and Central Bank of India. The
fervor of Swadeshi movement lead to establishing of many private banks in
Dakshina Kannada and Udupi district which were unified earlier and known by the
name South Canara ( South Kanara ) district. Four nationalized banks started in this
district and also a leading private sector bank.
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Bangalore
From World War I to Independence:
The period during the First World War (1914-1918) through the end of the Second
World War (1939-1945), and two years thereafter until the independence of India
were challenging for Indian banking. The years of the First World War were
turbulent, and it took its toll with banks simply collapsing despite the Indian
economy gaining indirect boost due to war-related economic activities. At least 94
banks in India failed between 1913 and 1918 as indicated in the following table:
Number of banks that Authorized capital Paid-up Capital

Years failed (Rs. Lakhs) (Rs. Lakhs)
1913 12 274 35
1914 42 710 109
1915 11 56 5
1916 13 231 4
1917 9 76 25
1918 7 209 1
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Bangalore
Post-independence:
The partition of India in 1947 adversely impacted the economies of Punjab and
West Bengal, paralyzing banking activities for months. India's independence marked
the end of a regime of the Laissez-faire for the Indian banking. The Government of
India initiated measures to play an active role in the economic life of the nation, and
the Industrial Policy Resolution adopted by the government in 1948 envisaged a
mixed economy. This resulted into greater involvement of the state in different
segments of the economy including banking and finance. The major steps to regulate
banking included:
 In 1948, the Reserve Bank of India, India's central banking authority, was
nationalized, and it became an institution owned by the Government of India.
 In 1949, the Banking Regulation Act was enacted which empowered the
Reserve Bank of India (RBI) "to regulate, control, and inspect the banks in
India."
The Banking Regulation Act also provided that no new bank or

branch of an existing bank could be opened without a license from
the RBI:
By the 1960s, the Indian banking industry has become an important tool to
facilitate the development of the Indian economy. At the same time, it has emerged
as a large employer, and a debate has ensued about the possibility to nationalize the
banking industry. Indira Gandhi, the-then Prime Minister of India expressed the
intention of the GOI in the annual conference of the All India Congress Meeting in a
paper entitled "Stray thoughts on Bank Nationalization." The paper was received
with positive enthusiasm. Thereafter, her move was swift and sudden, and the GOI
issued an ordinance and nationalized the 14 largest commercial banks with effect
from the midnight of July 19,1969. Jayaprakash Narayan, a national leader of
India, described the step as a "masterstroke of political sagacity." Within two
weeks of the issue of the ordinance, the Parliament passed the Banking Companies
(Acquisition and Transfer of Undertaking) Bill, and it received the presidential
approval on 9
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Bangalore
August, 1969.
A second dose of nationalization of 6 more commercial banks followed in 1980.

The stated reason for the nationalization was to give the government more control of
credit delivery. With the second dose of nationalization, the GOI controlled around
91% of the banking business of India. Later on, in the year 1993, the government
merged New Bank of India with Punjab National Bank. It was the only merger
between nationalized banks and resulted in the reduction of the number of
nationalized banks from 20 to 19. After this, until the 1990s, the nationalized banks
grew at a pace of around 4%, closer to the average growth rate of the Indian
economy. The nationalized banks were credited by some, including Home minister
P. Chidambaram, to have helped the Indian economy withstand the global financial
crisis of 2007-2009.
Liberalization:
In the early 1990s, the then Narsimha Rao government embarked on a policy of
liberalization, licensing a small number of private banks. These came to be known as
New Generation tech-savvy banks, and included Global Trust Bank (the first of such
new generation banks to be set up), which later amalgamated with Oriental Bank of
Commerce, UTI Bank(now re-named as Axis Bank), ICICI Bank and HDFC Bank.
This move, along with the rapid growth in the economy of India, revitalized the
banking sector in India, which has seen rapid growth with strong contribution from
all the three sectors of banks, namely, government banks, private banks and foreign
banks.
The next stage for the Indian banking has been setup with the proposed relaxation in
the norms for Foreign Direct Investment, where all Foreign Investors in banks may
be given voting rights which could exceed the present cap of 10%,at present it has
gone up to 49% with some restrictions.
The new policy shook the Banking sector in India completely. Bankers, till this
time, were used to the 4-6-4 method (Borrow at 4%;Lend at 6%;Go home at 4%) of
functioning. The new wave ushered in a modern outlook and tech-savvy methods of
working for traditional banks. All this led to the retail boom in India. People not
just demanded more from their banks but also received more.
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Bangalore
Currently (2007), banking in India is generally fairly mature in terms of supply,

product range and reach-even though reach in rural India still remains a challenge
for the private sector and foreign banks. In terms of quality of assets and capital
adequacy, Indian banks are considered to have clean, strong and transparent balance
sheets relative to other banks in comparable economies in its region. The Reserve
Bank of India is an autonomous body, with minimal pressure from the government.
The stated policy of the Bank on the Indian Rupee is to manage volatility but
without any fixed exchange rate-and this has mostly been true.
With the growth in the Indian economy expected to be strong for quite some time-
especially in its services sector-the demand for banking services, especially retail
banking, mortgages and investment services are expected to be strong. One may also
expect M&As, takeovers, and asset sales.
In March 2006, the Reserve Bank of India allowed Warburg Pincus to increase its
stake in Kotak Mahindra Bank (a private sector bank) to 10%. This is the first time
an investor has been allowed to hold more than 5% in a private sector bank since the
RBI announced norms in 2005 that any stake exceeding 5% in the private sector
banks would need to be vetted by them.
In recent years critics have charged that the non-government owned banks are too
aggressive in their loan recovery efforts in connection with housing, vehicle and
personal loans. There are press reports that the banks' loan recovery efforts have
driven defaulting borrowers to suicide. No two banks could have common directors.
However, despite these provisions, control and regulations, banks in India except the
State Bank of India, continued to be owned and operated by private persons. This
changed with the nationalization of major banks in India on 19 July, 1969.
Nationalization:
By the 1960s, the Indian banking industry has become an important tool to
facilitate the development of the Indian economy. At the same time, it has emerged
as a large employer, and a debate has ensued about the possibility to nationalize the
banking industry. Indira Gandhi, the-then Prime Minister of India expressed the
intention of the GOI in the annual conference of the All India
Page 28
Bangalore
Congress Meeting in a paper entitled "Stray thoughts on Bank Nationalization." The

paper was received with positive enthusiasm. Thereafter, her move was swift and
sudden, and the GOI issued an ordinance and nationalized the 14 largest commercial
banks with effect from the midnight of July 19, 1969. Jayaprakash Narayan, a
national leader of India, described the step as a "masterstroke of political
sagacity." Within two weeks of the issue of the ordinance, the Parliament passed the
Banking Companies (Acquisition and Transfer of Undertaking) Bill, and it received
the presidential approval on 9 August, 1969.
A second dose of nationalization of 6 more commercial banks followed in 1980.

The stated reason for the nationalization was to give the government more control of
credit delivery. With the second dose of nationalization, the GOI controlled around
91% of the banking business of India. Later on, in the year 1993, the government
merged New Bank of India with Punjab National Bank. It was the only merger
between nationalized banks and resulted in the reduction of the number of
nationalized banks from 20 to 19. After this, until the 1990s, the nationalized banks
grew at a pace of around 4%, closer to the average growth rate of the Indian
economy.
The nationalized banks were credited by some, including Home minister P.

Chidambaram, to have helped the Indian economy withstand the global financial
crisis of 2007-2009.
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Bangalore
Chapter 4
Company
Profile of SBI.
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Bangalore
Company Profile of SBI:
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Bangalore
Pure Banking Nothing Else
HISTORY OF SBI:-
The origins of State Bank of India date back to 1806 when the Bank of Calcutta
(later called the Bank of Bengal) was established. In 1921, the Bank of Bengal and
two other Presidency banks (Bank of Madras and Bank of Bombay) were
amalgamated to form the Imperial Bank of India. In 1955, the controlling interest in
the Imperial Bank of India was acquired by the Reserve Bank of India and the State
Bank of India (SBI) came into existence by an act of Parliament as successor to the
Imperial Bank of India.
Today, State Bank of India (SBI) has spread its arms around the world and has a
network of branches spanning all time zones. SBI's International Banking Group
delivers the full range of cross-border finance solutions through its four wings - the
Domestic division, the Foreign Offices division, the Foreign Department and the
International Services division.
State Bank of India (SBI) is the largest bank in India. If one measures by the
number of branch offices and employees, SBI is the largest bank in the world.
Established in 1806 as Bank of Calcutta, it is the oldest commercial bank in the
Indian subcontinent. SBI provides various domestic, international and NRI
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products and services, through its vast network in India and overseas. With an asset
base of $126 billion and its reach, it is a regional banking behemoth. The
government nationalized the bank in 1955, with the Reserve Bank of India taking a
60% ownership stake. In recent years the bank has focused on three priorities, 1),
reducing its huge staff through Golden handshake schemes known as the Voluntary
Retirement Scheme, which saw many of its best and brightest defect to the private
sector, 2), computerizing its operations and 3), changing the attitude of its employees
(through an ambitious programme aptly named 'Parivartan' which means change) as
a large number of employees are very rude to customers.
Bank of Bengal H.O.

Roots:-
The State Bank of India traces its roots to the first decade of 19th century, when the
Bank of Calcutta, later renamed the Bank of Bengal, was established on 2 June 1806.
The government amalgamated Bank of Bengal and two other Presidency banks,
namely, the Bank of Bombay (incorporated on 15 April 1840) and the Bank of
Madras on 27 January 1921, and named the reorganized banking entity the Imperial
Bank of India. All these Presidency banks had been incorporated as joint stock
companies, and were the result of the royal charters. The Imperial Bank of India
continued as a joint stock company. Until the establishment of a central bank in
India the Imperial Bank and its early predecessors served as India's central bank, at
least in terms of issuing the currency. The State Bank of India Act 1955, enacted by
the Parliament of India, authorized the Reserve Bank of India, which is the central
banking organization of
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India, to acquire a controlling interest in the Imperial Bank of India, which was
renamed the State Bank of India on 30 April 1955.
Bank of Madras
Timeline:
June 2, 1806: The Bank of Calcutta established.

January 2, 1809: This became the Bank of Bengal.
April 15, 1840: Bank of Bombay established.
July 1, 1843: Bank of Madras established.
1861: Paper Currency Act passed.
January 27, 1921: all three banks amalgamated to form Imperial Bank of
India.
July 1, 1955: State Bank of India formed; becomes the first Indian bank to
be nationalized.
1959: State Bank of India (Subsidiary Banks) Act passed, enabling the State
Bank of India to take over eight former State-associated banks as its
subsidiaries.
1980s When Bank of Cochin in Kerala faced a financial crisis, the
government merged it with State Bank of India.
June 29, 2007: The Government of India today acquired the entire Reserve Bank of
India (RBI) shareholding in State Bank of India (SBI), consisting of over 314 million
equity shares at a total amount of over 355 billion rupees.
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Bank of Bombay
Associate banks:
There are seven other associate banks that fall under SBI. They all use the "State
Bank of India" name followed by the regional headquarters' name. These were
originally banks belonging to princely states before the government nationalized
them in 1959. In tune with the first Five Year Plan, emphasizing the development of
rural India, the government integrated these banks with the State Bank of India to
expand its rural outreach. The State Bank group refers to the seven associates and
the parent bank. All the banks use the same logo of a blue keyhole. Currently, the
group is merging all the associate banks into SBI, which will create a "mega bank",
and one hopes, streamline operations and unlock value.
1. State Bank of Bikaner & Jaipur

2. State Bank of Hyderabad
3. State Bank of Indore
4. State Bank of Mysore
5. State Bank of Patiala
6. State Bank of Saurashtra
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State Bank of India Mumbai LHO
Foreign Offices:
State Bank of India is present in 32 countries, where it has 131 branches serving the
international needs of the bank's foreign customers, and in some cases conducts retail
operations. The focus of these offices is India-related business.
SBI Office in UK
Growth:
State Bank of India has often acted as guarantor to the Indian Government, most
notably during Chandra Shekhar's tenure as Prime Minister of India. With more than
12240 branches and a further 8000+ associate bank branches, the SBI has extensive
coverage. Following its arch-rival ICICI Bank, State Bank of India has electronically
networked most of its metropolitan, urban and semi-urban branches under its Core
Banking System (CBS), with over 4500 branches being
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incorporated so far. The bank has the largest ATM network in the country having
more than 21000 ATMs. The State Bank of India has had steady growth over its
history, though the Harshad Mehta scam in 1992 marred its image. In recent years,
the bank has sought to expand its overseas operations by buying foreign banks. It is
the only Indian bank to feature in the top 100 world banks in the Fortune Global 500
rating and various other rankings. According to the Forbes 2000 listing it tops all
Indian companies.
Fortune Global 500 Ranking – 2018:
SBI debuted in the Fortune Global 500 at 216 ranks in 2018. Its revenue was US
$37 billion in 2018, operating income US $2.2 billion, Net income US $910 billion,
Total asset US $460 billion.
Corporate Details:
This site provides comprehensive information on State Bank of India or SBI Bank,
the premier Nationalized Indian Bank. State Bank of India is actively involved since
1973 in non-profit activity called Community Services Banking.
State Bank of India is India's largest bank amongst all public and private sector banks
operating in India. State Bank of India owns and operates the following subsidiaries
and Joint Ventures -
State Bank Of India Credit Card

State Bank Of India Online
State Bank Of India USA
State Bank Of India Services
State Bank Of India Mutual Funds
State Bank Of India Branch
Banking Subsidiaries:
State Bank of Bikaner and Jaipur (SBBJ)

State Bank of Hyderabad (SBH)
State Bank of Indore (SBI)
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State Bank of Mysore (SBM)

State Bank of Patiala (SBP)
State Bank of Saurashtra (SBS)
State Bank of Travancore (SBT)
Foreign Subsidiaries:
State bank of India International (Mauritius) Ltd.

State Bank of India (California).
State Bank of India (Canada).
INMB Bank Ltd, Lagos.
Non- banking Subsidiaries:
SBI Capital Markets Ltd (SBICAP)

SBI Funds Management Pvt Ltd (SBI FUNDS)
SBI DFHI Ltd (SBI DFHI)
SBI Factors and Commercial Services Pvt Ltd (SBI FACTORS)
SBI Cards & Payments Services Pvt. Ltd. (SBICPSL)
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ANNUAL REPORT OF STATE BANK OF INDIA 2017-18
As on
As on 31.03.2018 31.03.2017
Particulars Sch.no (Current year) (previous year)
Capital and Liabilities
Capital 1 8,924,588.00 7,973,504
Reserve & Surplus 2 2,182,361,015 1,874,887,122
Deposits 3 27,063,432,850 20,447,513,947
Borrowings 4 3,621,420,745 3,176,936,583

Other liabilities and
provision 5 1,671,380,768 1,552,351,885
TOTAL 34,547,519,966 27,059,663,041

ASSETS
Cash and balances with
reserve bank of India 6 1,503,971,814 1,279,976,177
Balances with banks and
money at call and short
notice 7 415,014,605 439,740,321
Investments 8 10,609,867,150 7,659,866,309
Advances 9 19,348,801,891 15,710,783,811
Fixed Assets 10 399,922,511 429,189,179
Other Assets 11 2,269,941,995 1,540,077,244
TOTAL 34,547,519,966 27,059,663,041
Contingent Liabilities 12 11,620,206,930 10,464,409,319
Bill for Collection 740,279,024 656,404,204
As per Annual Report 2017-2018 of State Bank of India , the total asset of bank is Rs 34,547,519,966 and
Rs 27,059,663,041 . The total capital and liabilities is Rs 8,924,588.00 and Rs 7,973,504 . As compared to
previous year (2017) Financial Statement the current year (2018) Financial Statement shows growth in
bank .
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State Bank of India offers following product & services to

customers:-
SBI has every product for every need. Listed below are some of its major
products and services.
1. Personal Banking:
Personal banking is similar to retail banking. The essence is that the products and
services of the bank are tailored to meet individual banking and ancillary needs,
including everything from a checking account to investment advice.
A. Deposit schemes
a) Current Account: Minimum Account Opening Balance is Rs 10,000/-
Current Accounts are non interest bearing accounts.
Most Important Terms & Conditions
Overdraft facility available based on credit history

Free ATM / Debit Card in the 1st year; charge from 2nd year onwards.
No restrictions on number of Payments / Withdrawals
No interest paid on Deposits
Transfer of account to any branch possible
No Passbook is issued but Statement of account is issued
KYC Norms of RBI to be followed for opening of Account
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a) Saving & Deposit Account:
Savings With Cheque Book
Minimum account opening balance: Rs 5,000/-

Interest payable on the daily closing balance subject to a minimum of Rs 10,000/
- and is credited to the account monthly.
 Savings without Cheque Book
Minimum Account Opening Balance: Rs 1,000 Interest Paybale on the minimum

daily closing balance subject to a minimum of Rs 2,000/- and is credited to the
account monthly.
 Savings remain liquid, safe and earn interest

 Interest calculated on daily product basis
 Charges applied in case of non-maintenance of Average Quarterly
Balance (AQB)
 Nomination facility available
 Passbook issued to account holders
 Cheque Book / ATM Cards available free of cost in the 1st
year.Charge from 2nd year onwards.
a) Term Deposits
Minimum Account Opening Balance Rs 50,000/- Interest is payable Quarterly,

Yearly or at Maturity, at the option of the depositor. A fixed deposit can be used as
Security for your loans and Overdraft facilities. Retail Department a) Savings &
Current Administration including Account Opening, Cheque Book Issue, Standing
Instruction Monetary, Interbank Transfer, Cheque Clearing etc. b) Term Deposits
section including account opening and interest payment etc.
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2. Personal finance
a) Housing Loan
A home loan is a secured loan that borrowers obtain in order to purchase a home.
Because a home is the largest purchase many individuals will ever make, most
borrowers utilize home loans to assist with their home purchase.
SBI Home Loans come to you on the solid foundation of trust and transparency
built in the tradition of State Bank of India.
SBI Offers three types of Home Loan for its customers
 SBI Easy Home Loan
Loan amount upto 30 lacs
Interest rate : Present effective rate being 9.75% p.a.
 SBI Advantage Home Loan
Loan amount above 30 lacs and upto 75 lacs Interest
rate : Present effective rate being 10% p.a.
 SBI Premium Home Loan
Loan amount above 75 lacs and upto 5 crore Interest
rate : Present effective rate being 10% p.a.
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b) Car Loan
A Loan which is sanctioned for the purchase of an automobile is known as car loan.
SBI Offers two types of car Loan for its customers:
 SBI Easy Car Loan
Loan amount: Maximum Loan amount will be 2.5 times of net annual income.
Spouse’s income could also be considered provided the spouse becomes a co-
borrower in the loan. Loan amount below Rs. 5 lacs will cover under the scheme.
Interest rate : Present effective rate being 9.25% p.a
 SBI Advantage Car Loan
Loan amount : There is no upper limit for the amount of a car loan. A maximum
loan amount of 4 times the net annual income can be sanctioned. Spouse’s income
could also be considered provided the spouse becomes a co- borrower in the loan.
Interest rate : Present effective rate being 11% p.a
c) Education Loan
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A term loan granted to Indian Nationals for pursuing higher education in India or
abroad where admission has been secured.
Loan Amount :For studies in India, maximum Rs. 10 lacs
Studies abroad, maximum Rs. 20 lacs
Interest Rate : Upto 4 lacs 12%
Above 4 lacs and upto 7.5 lacs 13.50%
Above 7.5 lacs 12.50%
3. Services:
State Bank of India offers a wide range of services in the Personal Banking Segment
which are indexed here.
a) ATM Services
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State Bank offers you the convenience of over 21,000 ATMs in India, the largest
network in the country and continuing to expand fast! This means that you can
transact free of cost at the ATMs of State Bank Group and wholly owned subsidiary
viz. SBI Commercial and International Bank Ltd., using the State Bank ATM-cum-
Debit (Cash Plus) card.
KINDS OF CARDS ACCEPTED AT STATE BANK ATMs :

Besides State Bank ATM-Cum-Debit Card and State Bank International ATM-Cum
-Debit Cards following cards are also accepted at State Bank ATMs: -
1) State Bank Credit Card.
2) Cards issued by other banks displaying Maestro, Master Card, Cirrus, VISA
and VISA Electron logos.
3) All Debit/ Credit Cards issued by any bank outside India displaying Maestro,
Master Card, Cirrus, VISA and VISA Electron logos.
State Bank ATM-cum-Debit (State Bank Cash plus) Card:
India's largest bank is proud to offer you unparalleled convenience viz. State Bank
ATM-cum-Debit (Cash Plus) card. With this card, there is no need to carry cash in
your wallet. You can now withdraw cash and make purchases anytime you wish to
with your ATM-cum-Debit Card.
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Get an ATM-cum-Debit card with which you can transact for FREE at any of
over 21,000 ATMs of State Bank Group within our country.
Transaction Limits: Daily limit of Rs 40,000/- at the ATM

Daily limit of Rs 50,000/- at Point of Sale (POS) terminal for debit transactions
Combined daily limit of Rs 90,000/-
b) INTERNET BANKING
www.sbionline.com, the Internet banking portal of our bank, enables its retail
banking customers to operate their accounts from anywhere anytime, removing the
restrictions imposed by geography and time. It's a platform that enables the
customers to carry out their banking activities from their desktop, aided by the power
and convenience of the Internet. Using Internet banking services, you can do the
following normal banking transactions online:
· Funds transfer between own accounts.

· Third party transfers to accounts maintained at any branch of SBI
· Group Transfers to accounts in State Bank Group
· Inter Bank Transfers to accounts with other Banks
· Online standing instructions for periodical transfer for the above
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·
· Credit PPF accounts across branches
· Request for Issue of Demand Draft
· Request for opening of new accounts
Request for closure of Loan
Accounts
·
c) E-RAIL
Book your Railways Ticket Online

The facility has been launched wef Ist September 2003 in association with
IRCTC. The scheme facilitates Booking of Railways Ticket Online.
d) Mobile Banking
State Bank Freedom – Your Mobile Your Bank
Away from home, balance enquiries can be made and/or money sent to the loved
ones or bills can be paid anytime 24x7!!! That is what State Bank Freedom offers -
convenient, simple, secure, anytime and anywhere banking.The following
functionalities are available:
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 Interbank Mobile Payment Services (IMPS)
 Funds transfer (within and outside the bank)
 Enquiry services (Balance enquiry/ Mini statement)
 Cheque book request
 Demat Enquiry Service
 Bill Payment (Utility bills, credit cards, Insurance premium), Donations,

Subscriptions
 Mobile Top up
 M Commerce (Top up of Tatasky, BigTV, SunDirect, DishTV connections

and receive recharge pins for DigitalTV/Videocon d2h, SBI life insurance
premium).
e) Safe Deposit Locker
For the safety of your valuables, we offer safe deposit locker facility at a large
number of our branches. There is a nominal annual rent, which depends on the size of
the locker and the centre at which the branch is located. The rent is payable in
advance for the Financial Year. A copy of the locker agreement regarding operation
of the locker can be provided to the locker hirer at the time of allotment of the locker.
1. Annual rental is payable in advance.
2.R Rental depends
V Institute on the size of the lockers and location of the branch via
of Management
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3. One time registration charges for all center is also levied.

4. KYC norms are applicable for locker hirers.
5. Lockers cannot be allotted to minors either singly or jointly with others.
4. INSURANCE:
SBI Life Insurance is a joint venture between State Bank of India and BNP Paribas
Assurance. SBI owns 74% of the total capital and BNP Paribas Assurance the
remaining 26%. SBI Life Insurance has an authorized capital of Rs. 2,000 cores and
a paid up capital of Rs 1,000 cores.
SBI Life offers a wide range of services to you where not only you can track your
account, generate premium online. Also you can now pay your premium online with
our Electronic Clearing Service which is convenient and minimizes time & effort.
The various Insurance plans offered by SBI in Insurance sector are:
 Protection Plan
 Saving Plan
 Unit Linked Plan
 Child Plan
 Pension Plan
 Health Plan
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A) Protection Plan:
Protection Plans are low cost insurance plans which are specially designed to
provide full protection & financial stability to your family in case of any unforeseen
events.
SBI Life presents range of attractive protection plans so that you can continue to
celebrate life without worrying about the uncertainties of life.
a) SBI Life - Smart shield:
SBI Life - Smart Shield is a traditional non-participating pure term plan, which is a
one stop solution that meets all your insurance needs. With Options and benefits
specially tailored for those who want best financial protection at an affordable cost,
this is the perfect plan from your preferred insurance provider. Now your family
stays protected, even when you are not around.
Key Features:
 Establishes a solid foundation for a lifetime of financial security for

your family at a significantly low cost.
 Rewards you for maintaining a healthy lifestyle.
 Wide variety of plan options to give you completes freedom from
your liabilities.
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Benefits:
 Death Benefit: Depending on the plan option chosen, the nominee

will receive the effective Sum Assured under this policy.
 Maturity Benefit: No survival benefit available at the end of the term.
b) SBI life – Saral Shield:
SBI Life Saral Shield is a traditional non-participating pure term plan, At a

nominal cost; Saral Shield provides cover for your family and ensures that a
proper safety net is created. Thus, it guarantees that there will be absolutely no
compromise on your dreams and ambitions for your loved ones, at all times.
Key Features:
 Hassle-free, convenient and easy issuance.

 Complete Financial Security at truly lower costs.
 Wide varieties of plan options to give you complete freedom from
your liabilities.
 Attractive large sum assured rebates.
c) SBI Life – Swadhan:
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SBI Life - Swadhan is an affordable traditional term Insurance policy with refund of part
/ Total basic premium paid at the end of the term to the policyholder.
As a Maturity benefit, you receive a repayment of your premium contribution towards the
policy. Available at a low premium, it can provide security to your loved ones.
Key Features:
 Protection at affordable premium
 Guaranteed refund of basic premium paid on Survival at the end of the

term, depending upon the term of the policy.
 Life cover comes to you at no cost
A) Unit Linked Plan:
Unit Linked Insurance Plans are long term investment cum protection plans that
offer you an opportunity of availing market linked returns while providing life
insurance protection. Depending on your risk appetite, you have the option of
choosing from host of funds having varied degree of risk exposure. Flexibility and
transparency are some of the other attractive features that make ULIPs an attractive
long term investment option.
To help you fulfill your long term dreams, SBI Life presents you a wide range of
ULIPs so that you continue to Celebrate Life!
a) SBI Life – Smart Performer:
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The equity market may have its ups and downs, but you now have a protective
shield that will safeguard your investments, while providing upside potential. SBI
Life brings you ’Smart Performer’, a unique Unit Linked, Non Participating
insurance product that offers you the twin benefits of ’Higher than the Highest’ of
the daily NAV Guarantee and the prospect of market upside. It also allows you to
protect your gains through Automatic Rebalancing facility and offers you a choice of
Single and Limited Premium Payment options.
 Key Features:
Guarantee at maturity based on ‘5% Higher than Highest Guaranteed NAV’
during the first seven years or prevailing NAV at Maturity, whichever is
higher, subject to conditions.
 Enjoy the best of both worlds - Guarantee only or Guarantee and Market
Upside through our unique Plan offerings - ‘Secure Plan’ and ‘Secure N
Grow Plan’ respectively.
 Life Insurance coverage with minimum Sum Assured of 10 times or 7

times of your Annualized Premium (AP), based on your age.
b) SBI Life - Saral Maha Anand:
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SBI Life - Saral Maha Anand, a unit linked insurance cum savings plan.
Getting a Life Insurance policy was never so easy.No medical examination, which
means hassle-free coverage. Enjoy the power of liquidity through partial
withdrawals. All these benefits at affordable costs, only for you.
Key Benefits:
 No medical examination, Simple joining process
 Guaranteed Additionsof up to 30% of one annual premium, for a 20 year

policy term, subject to the Policy being in force till the maturity date.
 Option to avail additional rider benefit under SBI Life - Accidental

Death Benefit Linked Rider.
c) SBI Life – Smart Wealth Assure:
Equity Market Performance is affected by many variables like Economic condition,

Liquidity, Corporate Performance, Global Markets etc. Thus you are not sure what
returns you will get on your hard earned money.
SBI Life realises the same and brings to you ‘Smart Wealth Assure’ which takes care
of all these variables and gives you ‘Peace of Mind’ by providing a Minimum NAV
Guarantee Plus Upside, if any. SBI Life - Smart Wealth Assure is a unit Linked non
participating Life Insurance Plan. The Plan is further fortified with
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many power packed features which takes care of your financial needs.
Key Features:
 Option to choose a mix of funds providing Guaranteed Return and Market

Linked Returns.
 Guaranteed Return provided through Return Guarantee Fund (RGF) which

guarantees a Minimum Pre-specified NAV, subject to conditions.
 Pay only once and get the benefits throughout the Policy Term.
d) SBI Life – Smart Elite:
SBI Life - Smart Elite is a Unit Linked Insurance plan - an exquisitely crafted
product, exclusively for special customers like you. It gives you flexibility to pay
premium for limited term or single premium, with the freedom to stay invested and
protected for long term. What’s more, you have the power of choosing the option
best suited to your needs, at a very competitive rate. All this and more, coming from
SBI Life – your preferred insurer, adds enormous value to your investments.
Key Features:
 Maximum value addition through excellent allocation rates.
 Pay premiums only for a limited term of 5, 8 or 10 years or a Single

Payment, as per your convenience and enjoy benefits throughout the
chosen policy term.
 Accidental Death and Accidental Total and Permanent Disability benefit

automatically comes to you as an integral part of the plan.
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e) SBI Uint Plus Super:
SBI Life – Unit Plus Super is a flexible non participating Unit linked insurance
Plan, specially designed to meet your changing requirements at various stages of life.
With a wide array of funds, riders and other options, this product gives you the
complete freedom to fulfill all your investment and insurance needs. And that’s not
all; we now also offer you guaranteed additions and choice of payment options,
giving you far superior value.
Key Features:
 Guaranteed Additions of up to 75% of one annual regular premium on a

regular premium policy, for a 30 year policy term, subject to the Policy
being in force till the maturity date.
 No Policy Administration fee for first 5 years for Regular and Limited
Premium Paying Term plans, thereby boosting your fund value.
 Option to pay Regular/Limited/ Single Premium; Switch or Redirect your

premiums.
B) Saving Plan:
You may have plans for your loved ones or for yourself. It makes perfect sense to
prepare well in advance with saving plan combined with life insurance cover. SBI
Life’s plans will help you plan for your savings, be it your child’s wedding or
education, buying a house or that dream vacation. So that you can Celebrate Life.
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a) SBI Life – Money Back:
SBI Life – Money Back is a traditional participating savings plan with added
advantage of life cover and cash inflow at regular intervals. In order to meet your
various financial obligations at crucial junctures, it offers a wide range of terms
options with regular payments of Guaranteed Survival benefits made at different
durations during the policy term.
Key Features:
 The plan has a number of money back options specially suited to your
needs.
 It has guaranteed cash inflows which can meet your various financial
obligations.
Benefits:
 Death Benefit:
In the unfortunate event of death during the term of the plan, the nominee
will receive sum assured plus vested bonuses, (accrued till the date of death),
No deductions are made from the claim amount for the survival benefits
already paid. Exclusions applicable to the basic cover suicide within the first
year.
 Tax Benefit
SBI Life Money Back Plan enjoys Tax benefit u/s 80C and 10(10D) of IT
ACT
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Premiums paid for Critical Illness Benefit qualify for tax exemption under Sec
80D*
b) SBI Life – Saral Life:
SBI Life - Saral Life, a traditional, participating endowment plan which helps you
to meet any requirement in life and is designed with a difference…a take away
insurance especially weaved for you with the threads of Simplicity, Availability &
value for your money.
Key Features:
 An unique savings cum insurance cover with easy acceptance.

 Flexibility in Coverage - Sum Assured in options of Rs.1 lakh / Rs.2 lakhs /
Rs.3 lakhs.
Benefits:
 Maturity Benefit:- On survival of the life assured, till the policy term, the
Sum Assured along with the accrued regular bonus and terminal bonus (if
any) is payable.
 Death Benefit:- In case of unfortunate demise of the life assured within the
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policy term, the Sum Assured along with the accrued regular bonus and
terminal bonus (if any) is payable to the nominee.
b) SBI Life – Shubh Nivesh:
SBI Life - Shubh Nivesh is an Endowment product with an option of Whole Life
coverage. The basic purpose is to provide Savings, Income and Protection to you and
your family. Not only you can save regularly for your future but you also have the
flexibility to receive the maturity amount as a lump sum or as a regular income for a
chosen period, depending upon your needs.
Key Features:
 A unique Savings cum Protection Plan with the flexibility of Whole Life
option as an add-on.
 Triple benefits of Wealth Creation, Regular Income and Protection under a
single plan.
 Convenience of premium payment options - Single Premium and Regular
Premium.
C) Child Plan:
As a caring parent you would always want your child to get the very best. To ensure
that you fulfill dreams that you may have for your loved ones, financial planning for
their secured future is very important.
At SBI Life, we understand that. That’s why we present you host of child plans so
that you can choose the one that suits your and your child’s needs best. Our plans are
as accommodating as you are for your child.
a) SBI Life – Smart Scholar:
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Life begins afresh when you become a parent. It’s a joy you never felt and a feeling
you never experienced. When your child takes baby steps towards you, you wonder
what else bliss could be?
Amidst all this divine happiness, there’s a new sense of responsibility that fills your
heart. Like you may not really believe that life’s a rose bed or a tender cushion, but
you certainly want it to be for your lovely children. At SBI Life, we understand and
we provide you with a unique, flexible and all-encompassing solution through our
SBI Life - Smart Scholar Plan.
Key Benefits:
 Secure your child’s future by gaining from the financial markets and much
more.
 Dual protection for your family, in case you are not around –
 Payment of base Sum Assured
 Inbuilt Premium Payor Waiver benefit to ensure continuance of your
benefits.
 Accident Benefit which includes Accidental Death benefit and Accidental
Total and Permanent Disability benefit, is an integral part of the plan.
D) Pension Plan:
Increasing life expectancy rate, rising health care costs, absence of social security
system in India and disintegration of joint family system are some of the key reasons
that makes retirement planning very critical.
To help you continue celebrating your life post-retirement to the fullest, SBI Life
presents you an array of pension plans which are simple and innovative.
a) SBI Life – Life Long Pension Plus:
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SBI Life - Lifelong Pension Plus is a unique individual non participating traditional
pension plan, which gives you total safety and security while offering you complete
transparency and flexibility. This Plan is a perfect way for you to accumulate your
savings and purchase an annuity with it, a time of your choice, to give you regular
income. You would agree that all this will surely give you a secure future, and a
joyous retirement.
Key Features:
 You have complete freedom to avail of a Pure Pension option or get the
added advantage of insurance protection.
 Complete Transparency: You will know how your premiums are growing
each step of the way. At the end of each financial year, the fund will be
credited with investment income based on the investment return earned.
 Guaranteed Additions of 10% of Annual Premium on 15th policy anniversary
& 10% of Annual Premium on every 5th policy anniversary thereafter in case
of Regular Premium policy whereas for Single Premium policy, 1% of Single
Premium on 15th policy anniversary & 1% of Single Premium on every 5th
policy anniversary thereafter.
b) SBI Life – Smart Pension:
SBI Life -Smart Pension, a unit linked deferred pension plan.With the changing
social and economic environment, shifting individual and family needs, it is
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advisable to follow a dynamic retirement planning process to improve the probability

of success of your retirement plan.
A unit linked deferred pension plan, which offers you the flexibility to provide for
all your retirement goals at one go or as per your convenience, spread over a period
of time. What’s more, it provides you a minimum guaranteed return on the gross
premiums paid.
Key Features:
 Enjoy the benefit of guaranteed amount at maturity.
 Option to avail pension by paying only one single premium.
 Phase your retirement income - You have an option to take multiple single
premium Policies, at lower costs.
E) Health Plan:
Financial planning is incomplete without planning health insurance. Due to today’s
hectic lifestyle, improper diet, lack of exercise we are at higher risk of contingencies
of untimely serious illnesses. Sudden health problems could have deep hole in your
pockets. Medical science has advanced by leaps and bounds in the last few decades.
There’s a definite need to cover for health insurance to reduce the financial burden.
c) SBI Life – Hospital Cash:
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Good health is the most valuable asset that we have, but nowadays with increasing
levels of stress, negligible physical activity and changing lifestyle our vulnerability to
diseases is increasing at an alarming pace.
The cost of healthcare is rising everyday and more than the cost of your treatment,
indirect costs like - hospital room rent, nursing expenses, post discharge expenses,
recuperating expenses, ambulatory charges etc account for a major part of the overall
cost incurred. Lack of sufficient savings or a suitable health policy may force you to
compromise on the quality of medical treatment. We feel you certainly deserve
better.
SBI Life - Hospital Cash is a comprehensive plan that covers not only
hospitalization expenses but also other incidental costs. This plan offers you
complete freedom from worries.
Key Features:
 100% payout from day one of hospitalization without any deductible.
 Guaranteed coverage up to 75 years.
 Coverage of Pre-existing diseases after 2 years.
 Enhanced sum assured and increased payouts on each policy anniversary in
case of No claim.
5. DEMAT SERVICES:
State Bank of India, which is country’s largest public sector bank, is certainly the
most preferred choice of crores of Indians. It provides the facility where you can trade
online through demit accounts since this account is one of the prerequisites to start
with any kind of trading.
SBI Demat account brokerage charge:
SBI Demat account brokerage charges vary depending on the amount which one puts
in. There are various types of brokerages as well.
SBI Demat account turnover per month versus brokerage rates are-
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Turnover Brokerage
0 – 5 lakh 0.50%
5 – 10 lakh 0.45%
10 – 25 lakh 0.40%
25 – 50 lakh 0.35%
50 – 75 lakh 0.30%
75 lakh – 2 Crore 0.25%
2 Crore and above 0.15%
SBI Demat account turnover versus brokerage rates for Intraday trading are-
Turnover Brokerage
< 25 lakh 0.15%
25 – 50 lakh 0.12%
50 lakh – 1.5 Crore 0.10%
1.5 – 3 Crore 0.08%
3 – 6 Crore 0.07%
6 – 10 Crore 0.06%
Above 10 Crore 0.05%
6. CUSTOMER RELATATION SERVICES:
The SBI customer care service is probably the best customer service offered by
various banks in India and across the world. The SBI customer care service is
presumably the most excellent in comparison to other banks. The bank through its
customer service deals with all kinds of difficulties faced by the clients in relation to
the banking services offered by SBI. The customer care executive pay attention to
the problems put out by the bank customers and provides them with an applicable
and relevant solution to their doubts concerning the bank products and services. The
SBI always aims for providing necessary assistance and information to its clients and
attempts to cater to all the banking needs regarding the highest quality of its services.
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SBI has a 24 hour customer care helpline specially devoted to entertain all the
queries, suggestion and problems etc. put up by the bank’s customers. One can dial
up the customer care helpline and esquire about any of the product and services
including that on the home loan and other offered by the bank. One can also get
information about the terms and conditions laid down by the bank about the various
services and products offered by the bank.
Awards & Recognitions
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 Adjudged, Bank of The Year 2009, India by The Banker b Magazine for the
second year in succession.
 Awarded “Best Bank - Large”, and “Most Socially Responsible Bank”
from Business World Best Bank Awards 2009.
 The Bank bagged the BEST BANK 2009 Award by Business India.
 Adjudged the Most Trusted Brand 2009 - Economic Times, Brand Equity.
 Bagged the awards for “Most Preferred Bank”, “Most Preferred Credit
Card’ and “Most Preferred Home Loan Brand” from CNBC AWAAZ
Consumer Awards, Sept ’09.
 Awarded Visionaries of Financial Inclusion – Year 2009 by Financial
Information Network & Operations Ltd.
 Awarded Technology Bank of the Year in recognition of outstanding
achievements in banking technology – IBA Banking Technology Awards
2009.
 Selected as the winner of Golden Peacock National Training Award for the
year 2009 by the Golden Peacock Awards Jury.
 Awarded the Strongest Banks in Asia Award 2010 for the Asia- Pacific
region under The Asian Banker Excellence in Retail Financial Services
Awards 2010.
 Awarded the Best Microfinance Award for 2009 under The Asian Banker
Excellence in Retail Financial Services Awards 2010.
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Company Profile of ICICI:
Khayaal Aapka:
Over the past decade ICICI Bank has redefined the banking landscape. Through a
deep understanding of customer needs, it has leveraged technology to introduce
several innovations to make banking simple and convenient for the consumer.
Continuing with our commitment towards deepening our relationship with our
customers, we have undertaken many initiatives to strengthen the customer
experience through multiple touch points such as bank branches, internet banking,
mobile banking and phone banking. In addition we have continued to offer products
and services that have been thoughtfully designed, keeping the consumer in mind.
Khayaal aapka is a reflection of this commitment that we have towards our

customers.
Khayaal aapka embodies our relationships with customers that go beyond

transactions it is our commitment to treat our customers fairly, show empathy
towards customer needs and create and deliver products and services that make a
difference to our customers' lives.
ICICI Bank is India's second-largest bank with total assets of Rs. 3,849.70 billion
(US$ 82 billion) at March 31, 2010 and profit after tax Rs. 40.25 billion for the year
ended March 31, 2010. The Bank has a network of about 2,529 branches and 6,000
ATMs in India and presence in 19 countries.
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ICICI Bank offers a wide range of banking products and financial services to
corporate and retail customers through a variety of delivery channels and through its
specialized subsidiaries and affiliates in the areas of investment banking, life and
non-life insurance, venture capital and asset management.
The Bank currently has subsidiaries in the United Kingdom, Russia and Canada,
branches in United States, Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar and
Dubai International Finance Centre and representative offices in United Arab
Emirates, China, South Africa, Bangladesh, Thailand, Malaysia and Indonesia. Our
UK subsidiary has established branches in Belgium and Germany.
ICICI Bank's equity shares are listed in India on Bombay Stock Exchange and the
National Stock Exchange of India Limited and its American Depositary Receipts
(ADRs) are listed on the New York Stock Exchange (NYSE).
History:
ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financial
institution, and was its wholly-owned subsidiary. ICICI's shareholding in ICICI
Bank was reduced to 46% through a public offering of shares in India in fiscal 1998,
an equity offering in the form of ADRs listed on the NYSE in fiscal 2000, ICICI
Bank's acquisition of Bank of Madura Limited in an all-stock amalgamation in fiscal
2001, and secondary market sales by ICICI to institutional investors in fiscal 2001
and fiscal 2002. ICICI was formed in 1955 at the initiative of the World Bank, the
Government of India and representatives of Indian industry. The principal objective
was to create a development financial institution for providing medium-term and
long-term project financing to Indian businesses. In the 1990s, ICICI transformed its
business from a development financial institution offering only project finance to a
diversified financial services group offering a wide variety of products and services,
both directly and through a number of subsidiaries and affiliates like ICICI Bank. In
1999, ICICI become the first Indian company and the first bank or financial
institution from non-Japan Asia to be listed on the NYSE.
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After consideration of various corporate structuring alternatives in the context of the

emerging competitive scenario in the Indian banking industry, and the move towards
universal banking, the managements of ICICI and ICICI Bank formed the view that
the merger of ICICI with ICICI Bank would be the optimal strategic alternative for
both entities, and would create the optimal legal structure for the ICICI group's
universal banking strategy. The merger would enhance value for ICICI shareholders
through the merged entity's access to low-cost deposits, greater opportunities for
earning fee-based income and the ability to participate in the payments system and
provide transaction-banking services. The merger would enhance value for ICICI
Bank shareholders through a large capital base and scale of operations, seamless
access to ICICI's strong corporate relationships built up over five decades, entry into
new business segments, higher market share in various business segments,
particularly fee-based services, and access to the vast talent pool of ICICI and its
subsidiaries. In October 2001, the Boards of Directors of ICICI and ICICI bank
approved the merger of ICICI and two of its wholly-owned retail finance
subsidiaries, ICICI Personal Financial Services Limited and ICICI Capital Services
Limited, with ICICI bank. The merger was approved by shareholders of ICICI and
ICICI bank in January 2002, by the High Court of Gujarat at Ahmadabad in March
2002, and by the High Court of Judicature at Mumbai and the Reserve Bank of India
in April 2002. Consequent to the merger, the ICICI group's financing and banking
operations, both wholesale and retail, have been integrated in a single entity. ICICI
bank has formulated a Code of Business Conduct and Ethics for its directors and
employees.
ICICI bank (formerly Industrial Credit and Investment Corporation of India) is

India's largest private sector bank in market capitalization and second largest overall
in terms of assets. Bank has total assets of about USD 100 billion (at the end of
March 2010), a network of over 2,529 branches, 22 regional offices and 49 regional
processing centers, about 6000 ATMs (at the end of March 2010), and 24 million
customers (at the end of March 2010). ICICI bank offers a wide range of banking
products and financial services to corporate and retail customers through a variety of
delivery channels and specialized subsidiaries and affiliates
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in the areas of investment banking, life and non-life insurance, venture capital and
asset management. (These data are dynamic.) ICICI Bank is also the largest issuer of
credit cards in India. ICICI Bank has got its equity shares listed on the stock
exchanges at Kolkata and Vadodara, Mumbai and the National Stock Exchange of
India Limited, and its ADRs on the New York Stock Exchange (NYSE).
The Bank is expanding in overseas markets and has the largest international balance
sheet among Indian banks. ICICI Bank now has wholly-owned subsidiaries,
branches and representatives offices in 18 countries, including an offshore unit in
Mumbai. This includes wholly owned subsidiaries in Canada, Russia and the UK,
offshore banking units in Bahrain and Singapore, an advisory branch in Dubai,
branches in Belgium, Hong Kong and Sri Lanka, and representative offices in
Bangladesh, China, Malaysia, Indonesia, South Africa, Thailand, the United Arab
Emirates and USA. Overseas, the bank is targeting the NRI (Non-Resident Indian)
population in particular.
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Timeline:
ICICI Bank HQ in MUMBAI
1955: The Industrial Credit and Investment Corporation of India Limited

(ICICI) was incorporated at the initiative of World Bank, the Government of
India and representatives of Indian industry, with the objective of creating a
development financial institution for providing medium-term and long- term
project financing to Indian businesses. Mr. A.Ramaswami Mudaliar is
elected as the first Chairman of ICICI Limited.
o ICICI emerges as the major source of foreign currency loans to Indian

industry. Besides funding from World Bank and other multi- lateral
agencies, ICICI was also among the first Indian companies to raise
funds from international markets.
1956: ICICI declared its first dividend, of 3.5%.
1958: Mr.G.L.Mehta appointed the second Chairman of ICICI Ltd.
1960: ICICI building at 163, Backbay Reclamation, inaugurated.
1961: The first West German loan of DM 5 million from Kredianstalt

obtained.
1967: ICICI made its first debenture issue for Rs.6 crore, which was
oversubscribed.
1969: The first two regional offices set up in Calcutta and Madras.
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1972: ICICI becomes the second entity in India to set up merchant banking
services.
o Mr. H. T. Parekh appointed the third Chairman of ICICI.
1977: ICICI sponsored the formation of Housing Development Finance

Corporation and manages its first equity public issue.
1978: Mr. James Raj appointed the fourth Chairman of ICICI.
1979: Mr.Siddharth Mehta appointed the fifth Chairman of ICICI.
1982: ICICI became the first ever Indian borrower to raise European
Currency Units.
o ICICI commences leasing business.
1984: Mr. S. Nadkarni appointed the sixth Chairman of ICICI.
1985: Mr. N.Vaghul appointed the seventh Chairman and Managing Director
of ICICI.
1986: ICICI became the first Indian institution to receive ADB Loans.
o ICICI, along with UTI, set up Credit Rating Information Services of

India Limited, India's first professional credit rating agency.
o ICICI promotes Shipping Credit and Investment Company of India
Limited.
o The Corporation made a public issue of Swiss Franc 75 million in
Switzerland, the first public issue by any Indian entity in the Swiss
Capital Market.
1987: ICICI signed a loan agreement for Sterling Pound 10 million with
Commonwealth Development Corporation (CDC), the first loan by CDC for
financing projects in India.
1988: Promoted TDICI - India's first venture capital company.
1993: ICICI Securities and Finance Company Limited in joint venture with J.
P. Morgan set up.
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o ICICI Asset Management Company set up.
1994: ICICI Bank set up.
1996: ICICI Ltd became the first company in the Indian financial sector to
raise GDR.
o SCICI merged with ICICI Ltd.

o Mr. K.V.Kamath appointed the Managing Director and CEO of ICICI
Ltd
1997 : ICICI Ltd was the first intermediary to move away from a single
prime rate structure to a three-tier prime rates structure and introduced yield-
curve-based pricing.
o The name "The Industrial Credit and Investment Corporation of India

Ltd" changed to "ICICI Ltd."
o ICICI Ltd. announced the takeover of ITC Classic Finance.
1998: A new logo symbolizing the common corporate identity for the ICICI
Group was introduced.
o ICICI announced takeover of Anagram Finance.
1999 : ICICI launched retail finance - car loans, home loans and loans for
consumer durables.
o ICICI becomes the first Indian company to get listed on the NYSE
through an issue of American Depositary Shares.
2000 : ICICI Bank became the first commercial bank from India to get its
stock listed on the NYSE.
o ICICI Bank announces merger with Bank of Madura.
2001: The Boards of ICICI Ltd and ICICI Bank approved the merger of
ICICI Ltd. with ICICI Bank.
2002: ICICI Ltd merged with ICICI Bank Ltd to create India’s second-largest
bank in terms of assets.
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o ICICI assigned higher than "Sovereign" rating by Moody’s.

o ICICI Bank launched India’s first CDO (Collateralized Debt
Obligation) Fund named Indian Corporate Collateralized Debt
Obligation Fund (ICCDO Fund).
o "E-Lobby", a self-service banking centre and a first of its kind in
India, is inaugurated in Pune.
o ICICI Bank launched Private Banking.
2003: The first Integrated Currency Management Centre launched in Pune. o
ICICI Bank announced the setting up of its first-ever offshore

branch in Singapore.
o The first offshore banking unit (OBU) at SEEPZ Special Economic
Zone, Mumbai, was launched.
o ICICI Bank’s UK subsidiary launched.
o India’s first ever "Visa Mini Credit Card", a credit card 43% smaller
in dimensions was launched.
2004: Max Money, a home loan product that offers the dual benefit of higher
eligibility and affordability to a customer, introduced
o Mobile banking service in India launched in association with

Reliance Info comm.
o India’s first multi-branded credit card with HPCL and Airtel launched.
o Kisan Loan Card and innovative, low-cost ATMs were launched in
rural India.
o ICICI Bank and CNBC TV 18 announced India’s first ever awards
recognizing the achievements of SMEs, a pioneering initiative to
encourage the contribution of Small and Medium Enterprises to the
growth of the Indian economy.
o ICICI Bank introduced 8 to 8 Banking wherein all the branches of the
Bank would remain open from 8a.m. to 8 p.m. from Monday to
Saturday.
o ICICI Bank introduced the concept of floating rate for home loans in
India.
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2005: First rural branch and ATM launched in Uttar Pradesh at Delpandarwa,
Hardoi.
o "Free for Life" credit cards launched wherein annual fees of all ICICI
Bank Credit Cards were waived off.
o ICICI Bank and Visa jointly launched mChq – a revolutionary credit
card on the mobile phone.
o ICICI Bank became the largest bank in India in terms of its market
capitalization.
o ICICI Bank became the first private entity in India to offer a discount
to retail investors for its follow-up offer.
2006: ICICI Bank became the first Indian bank to issue hybrid Tier-1
perpetual debt in the international markets.
o ICICI Bank subsidiary set up in Russia.

o Introduced a new product - ‘NRI smart save Deposits’ – a unique
fixed deposit scheme for nonresident Indians.
o Representative offices opened in Thailand, Indonesia and Malaysia.
o ICICI Bank became the largest retail player in the market to introduce
a biometric enabled smart card that allow banking transactions to be
conducted on the field. A low-cost solution, this became an effective
delivery option for ICICI Bank’s micro-finance institution partners.
2007: ICICI Bank makes a USD 2 billion three-tranche international bond

offering, which becomes the largest bond offering by an Indian bank.
o Sangli Bank was amalgamated with ICICI Bank.

o ICICI Bank raised Rs 20,000 crore (approx $5 billion) from domestic
and international markets through a follow-on public offer.
o ICICI Bank’s GBP 350 million international bond offering marked
the inaugural deal in the sterling market from an Indian issuer and
also the largest deal in the sterling market from Asia.
2008: ICICI Bank enters USA, launches its first branch in New York
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o ICICI Bank enters Germany, opens its first branch in Frankfurt

o ICICI Bank launched iMobile, a breakthrough innovation in banking
where practically all Internet banking transactions can now be done
easily on the mobile phone.
ICICI Bank offers the following services to its customers:
1. Personal Banking:
 Deposits
 Loans
 Cards
 Investments
 Insurance
 Demat services
 Wealth management
 Mobile banking
 Internet banking
A. Account & Deposit
ICICI Bank has designed a gamut of accounts and deposits to cater to your unique
banking needs. Add this to our extensive branch & ATM network and facilities like
mobile, phone, internet and doorstep banking, and experience banking at its best.
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a) Current Account
ICICI Current Bank Account has the facility of unlimited cash deposit and cash
withdrawal and comes with an unlimited cheque book facility. This account of the
ICICI bank is suitable for: Stockiest or businessmen, partnership firms or joint stock
companies, public corporations or public authorities etc.
ICICI Bank offers you a suite of current account products that meet all your banking
requirements, these are.
Standard Current Account: Minimum Balance Rs. 10,000 (QAB)
Classic current Account: Minimum Balance Rs. 25,000 (QAB)
Premium Current Account: Minimum Balance Rs. 50,000 (QAB)
Gold Current Account: Minimum Balance Rs. 1,00,000 (QAB)
Gold Plus Current Account: Minimum Balance Rs. 3,00,000 (QAB)
Platinum Current Account: Minimum Balance Rs. 5,00,000 (QAB)
*QAB - Quarterly Average
Balance Benefits of current
account:
*Unlimited Withdrawal and Deposit

* Unlimited Cheque book
* Demand Drafts and Pay orders
* Funds Transfer ( Local or Anywhere)
* Collection of Cheques/ Drafts
* Statements, Advices, Daily statement by e-mail
* Cash withdrawal and Deposits
* Call center
* Internet Banking
* Multicity Cheque payment facility at over 155 centers
* Anywhere Banking facility
* Doorstep Banking – Pickup and delivery of Currency / Cheque
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b) Saving Account
Minimum average quarterly
Balance Metro and Urban -
Rs.10,000
Semi-urban-
Rs.5,000, Rural -
Rs.2,000
Interest Rate: 3.5 %p.a.
B. Loans
ICICI Bank offers wide variety of Loans Products to suit your requirements.
Coupled with convenience of networked branches/ATMs and facility of E- channels
like Internet and Mobile Banking, ICICI Bank brings banking at your doorstep.
Select any of our loan product and provide your details online and our representative
will contact you for getting loans.
a) Home Loan
ICICI Bank Home Loans, offer unbeatable benefits to ensure that you get the best
deal without any hassles .As one of the leading home loan provider, ICICI Bank
understands how special building a new home is for you and our Home Loan help
you lay the foundation for your dream home.
ICICI offers you the most convenient home loan plans to suit your needs. With so
many attractive features in every type of home loan we offer, creating the home you
always wanted is no longer a distant dream. Some of our key benefits are:
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 Guidance throughout the process

 Home loan amounts suited to your needs.
 Home Loan tenure upto 20 years.
 Simplified documentation.
 Doorstep delivery of home loan papers.
 Sanction approval without having selected a property.
 Free Personal Accident Insurance.
 Insurance options for your home loan at attractive premium.
b) Car Loan
Turn your dream into reality. Own that new car you have always desired, with a
little help from us. ICICI offer loans up to 90% of the ex-showroom price of the car.
Our interest rates would pleasantly surprise you. What's more, you can take up to 5
years to repay the loan. Worried about paperwork? Relax. The process for getting a
loan involves only a few simple steps and we will tailor-make the loan to suit your
needs.
Pick your choice:
 Loan on the Strength of Your Income: Submit income proofs as required

and avail finance up to 90% of the ex-showroom price of the car.*
 Car Loans with Fixed Interest Rates: ICICI Bank offers new car loans with
fixed rate option only.
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C. INSURANCE:
ICICI Prudential Life Insurance Company is a joint venture between ICICI Bank -
one of India's foremost financial services companies-and Prudential plc - a leading
international financial services group headquartered in the United Kingdom. Total
capital infusion stands at Rs. 47.80 billion, with ICICI Bank holding a stake of 74%
and Prudential plc holding 26%.
We began our operations in December 2000 after receiving approval from Insurance
Regulatory Development Authority (IRDA). Today, our nation-wide reach includes
1,900 branches over 210,000 advisors; and 6 banc assurance partners.
For three years in a row, ICICI Prudential has been voted as India's Most Trusted
Private Life Insurer, by The Economic Times - AC Nielsen ORG Marge survey of
'Most Trusted Brands'. As we grow our distribution, product range and customer
base, we continue to tirelessly uphold our commitment to deliver world-class
financial solutions to customers all over India.
ICICI Prudential Life Insurance offers wide range of Insurance Plan. These are-
Term Plan
Wealth Plan
Child Plan
Health Plan
Retirement Plan
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a) Term Plan:
Term insurance is the simplest and most fundamental insurance product. Term
insurance plans are designed to ensure that in the event of the policyholder’s death,
the family gets the sum assured.
Term life insurance ensures that your family receives a large lump sum amount,
called the sum assured, in the unfortunate event of death of the policyholder. By
offering this benefit at extremely competitive rates, Term insurance plans provide an
opportunity to get the protection of insurance cover at extremely affordable prices.
b) Wealth Plan:
Wealth insurance ensures that you receive a lump sum amount of money at the
maturity of the Policy. In the unfortunate event of death during the term of the
policy, your family receives lump sum amount, called the Sum Assured. Thus it
combines the benefits of protection and saving in a single instrument.
As an individual who doesn’t desire the best from life? You would undoubtedly
want to plan your finances such that you can achieve all your goals - a car, a
beautiful home and of course, the comfort and contentment of your family. All of
these goals are long term in nature. Wealth insurance plans have been designed to
ensure that you can save for these long term goals along with the benefit of Life
cover and provide protection to your family.
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c) Child Plan:
As a parent, you would not like to compromise your child's bright career, regardless
of the rising cost of education. All you need is a saving’s plan that is designed to
provide money at key educational milestones and take care of your loved ones future
even if you are not around. Education insurance offers you unique features which
ensure that this objective is achieved and it helps in strengthening your child’s
dreams.
Education solutions ensure comprehensive financial planning for your child’s

education/ developmental needs. In this you pay premium regularly or in a single
lump sum and during the key educational milestones of your child you can withdraw
the money partially. It offers financial protection to your child’s future in the
unfortunate event of your death.
d) Health Plan:
Health insurance insures you and your family against expenses arising due to a
medical emergency and uncertainty of health such as a hospitalization or the onset of
a critical illness. It prevents a medical emergency from becoming a financial one; it
ensures your health care needs are taken care of without you having to dip into your
existing savings or compromising your future goals. Designed to ensure that you and
your family get the medical treatment whenever you need it. Secure your family now
with our health plans
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e) Retirement Plan:
Retirement insurance ensures that you or your family members receive a regular
pension amount post a retirement date. You have the flexibility to choose the
retirement date and the manner in which you receive the pension.
ICICI pension plans are designed to ensure that your retirement years truly become
your golden years. They will provide you the financial security to pursue your
unfulfilled dreams.
f) DEMAT SERVICE:
ICICI bank provides its customers the Demat account or the online trading account
to get easy saving and investment in the Indian stock market with easy dealings.
ICICI bank provides the details of Demat account through SMS and Emails alerts.
ICICI Demat account charges:
There is no amount necessary for opening the demat account in ICICI bank.
These are valid on sub/ frequent broker charges and standard charges.
Annual service fee is Rs 500 and for frequent/sub broker is Rs 1200 for ICICI demat
account.
An agreement is essential to make in a stamp paper of Rs 100. The
ICICI demat account charges are Rs 0 for buying shares.
The selling charges applicable are-0 trade on icicidirect.com. For instruction provided
through branches-0.04% (standard charges) and 0.02% frequent/sub broker. and so
and so.
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NRI Banking:
 Money Transfer
 Bank accounts
 Investments
 Property Solutions
 Insurance
 Loans
Business Banking:
 Corporate net banking

 Cash Management
 Trade services
Awards & Recognitions:
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2009
ICICI Bank won 2009 Brandon Hall Excellence in Learning Award

In the Domestic Banking Awards of Finance Asia Country Awards for
Achievement, 2009 held at Hongkong, ICICI Bank won the 'Best Foreign
Exchange Bank, India' and 'Best Trade Finance Bank, India'
2010
Ms Chanda Kochhar, Managing Director & CEO, conferred the Outstanding

Woman Business Leader of the Year award by CNBC TV18
ICICI Bank awarded the most Tech-friendly Bank award by Business World
ICICI Bank received the 2010 World Finance UK award for:
a. Excellence in Remittance Business, Worldwide
b. Excellence in NRI Services, Worldwide
c. Excellence in Private Banking Business, APAC
Region 2011
Ms. Chanda Kochhar, Managing Director & CEO, in the list of 25 most
powerful professional women of the country , by India Today ICICI Bank
has won the "Banking Technology Awards 2010" at The Indian Banks
Association in the following categories:
"Best Financial Inclusion Initiative" (first prize)
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Bangalore
Comparison between ICICI and SBI banks
ICICI bank is the largest private sector bank in India and the second largest
commercial bank in India. It has branches all over India and even in smaller towns in
South India after the takeover of Bank of Madurai. The bank also has foreign
subsidiaries like ICICI bank, Canada in Canada, Britain and Russia, representative
offices in USA, China, UAE, Bangladesh, South Africa and branches in Bahrain,
Singapore .
 It offers a platform for online share trading through ICICI Direct and
insurance services- ICICI Prudential. NRI services include money
transfer through Money2India, which offer better foreign exchange rates
for lower amounts compared to other services.
 Like most private sector banks, all ICICI bank branches in India are
networked. You can access your account from any ICICI bank branch in
India. Anyone can also deposit cash/local cheque in your account at any
branch of ICICI bank.
 Also they have very convenient bank timings and are open for 12 hours
from 8.00 a.m to 8 p.m from (Monday to Saturday).
 You can deposit cash in your own account at the ATM, for depositing
cash into a third party account, you have to visit the branch.
 Since ICICI bank was established after 1991 it offers online banking
where you can check the balance in your account any time. The interface
for current accounts is much better and user friendly compared to that for
their saving account.
 ICICI charged for opening a saving account min. amount Rs 5000 and for
current account min. amount Rs 10000. ICICI give interest rate for saving
account 3.25% per annum and for fixed deposit its depending to duration
of time and amount.
Page 88
Bangalore
 They have discontinued the auto sweep-in facility, where the amount in
savings accounts was automatically converted into a fixed deposit, if it
exceeded Rs 15000. With the decline in interest rates for loans, providing
this facility is no longer profitable for the bank.
 ICICI bank provides a large option in Insurance sector. They have varity
of product to the customer.
 ICICI banks offers mobile banking, internet banking services, in this

segment there are no any bank provide better service compare to ICICI.
SBI is the largest public sector bank in India:-
SBI has wide network branches and ATMs all over India. SBI has one of the
largest Network of ATMs in the Asia Pacific region. Many branches of State
Bank of India are computerized.
SBI timings vary according to location, for example the Jaynagar,
Bangalore branch of State Bank of India is open between 10.15 am to 3pm
(Tuesday-Sunday)
The minimum amount charge to opening a saving account in SBI bank is Rs
1000 and for current account they charge min. amount 5000. SBI give
interest rate for saving account 3.25% per annum and for fixed deposit its
depending to duration of time and amount.
State Bank of India has variety of product and services to his/her customer
like- loan, Insurance; Demat, Mobile banking, Internet banking, Core
banking, etc.
In loan segment SBI charge low interest rate compare to ICICI bank.
SBI debit cum visa card allows booking of railways tickets, air tickets,
movies ticket and parching more through internet banking and swap the card.
In booking railways tickets SBI charge 10 rupees per transaction.
Page 89
Bangalore
State Bank of India is the largest issuer of debit cards (Maestro) in India
State Bank customers who have to wait a long time to process a bank
transaction can register their complaint through a touch screen device for
customer feedback service at the branch. The information is recorded and
processed in the central server.
All government taxes like income tax, sales tax, service tax can be paid at
any branch of SBI.
State Bank of India has 52 foreign offices in 34 countries including

Australia, UK, USA, Canada, Bahrain, Nigeria, Bangladesh, Nepal,
and Bhutan Sri Lanka. These are useful for foreign trade transactions
like opening of Letter of Credit.
Page 122
Bangalore
CONCLUSIONS
The customers now days are not only exposed of what type of service is being
provided by banks in India but in the world as a whole. They expect much more than
what is actually being provided. So the now coming days SBI and ICICI bank have
to provide and cater to all the needs of the customers otherwise it is difficult to
survive in the competition coming up.
They not only expect the safety of money but also best ways to invest that money
which need to be fulfilled. SBI and ICICI bank need to have a better outlook towards
to actually what customers are requiring. Entries of the private sector banks have
made the competition tougher. If a bank is not functioning properly it is being
closed. So it is difficult to face these types of conditions. Here a simple philosophy
can work that customers are God and we need to follow this to survive and serve
better.
The SBI and ICICI bank are poised for explosive growth. In this, scenario, it is
imperative that banks adopt technology at an aggressive Pace, if they wish to remain
competitive. Money makes a case for these banks to outsource their technology
infrastructure requirement, thus enabling early adoption and increased efficiencies.
In the prevailing scenario, a number of banks have adopt a new development strategy of
infrastructure outsourcing, to lower the cost of service channels. As a result, other banks too
will need to align their reinvented business models. The required changes at both the business
and technology levels are enormous. In a highly competitive banking market, early adopters
are profiting from increased efficiencies.
Page 123
Bangalore
SUGGESTIONS
 Banks should obey the RBI norms and provide facilities as per the norms,
which are not being followed by these banks. While the customer must be
given prompt services and the bank officer should not have any fear on mind
to provide the facilities as per RBI norms to the units going sick.
 Banks should increase the interest rate of saving account.
 Banks should provide loan at the lower interest rate and education loans
should be given with ease without much documentation. All the banks must
provide loans against shares.
 Fair dealing with the customers. More contribution from the employee of the
bank. The staff Should be co-operative, friendly and must be capable of
understanding the problems of customers
 Internet banking facility must be made available to customer free of cost in
both banks.
 Prompt dealing with permanent customers and speedy transaction without
harassing the customers.
 Each section of both banks should be computerized even in rural areas also.
 Real time gross settlement can play a very important role.
Page 124
 More ATM coverage should be provided for the convenience of the
customers.
 No limit on cash withdrawals on ATM cards.
 The bank should bring out new schemes at time-to-time so that more people
can be attracted. Even some gifts and prizes may be offered to the customers
for their retention.
 24 hours banking should be induced so as to facilitate the customers who
may not have a free time in the daytime. It will help in facing the competition
more effectively.
 The charge for saving account opening in ICICI bank is high, so they should
also be reduced.
 Customers generally complain that full knowledge is not granted to them.
Thus the bank should properly disclose the features of the product and
services to the customers. Moreover door to door services can also be
introduced by SBI and ICICI bank.
 The need of the customer should properly be understood so that customer
feels satisfied. The relationship value should be maintained.
 The branch should promote cooperation and coordination among employees
which help them in efficient working.
 Maintenance of proper hierarchy should be done. A good hierarchy set up
can ensure better results within the bank.
Banking sector is improving by leaps but still it needs to be improved. Proper and
efficient relationship staffs having knowledge for one stop banking, customer
friendly atmosphere, and better rate of interest are need of the hour.
BIBLIOGRAPHY
BOOKS:
 Kothari C.R. (1990) Research Methodology: Method and Techniques;
Wishva Prakashan, New Delhi.
 Bodie.Z, Kane.A & Mracus.J : Essentials of Investments.
 Prof. E Gordon & Dr. K. Natrajan “Banking Theory Law and Practice”.
 “Indian financial System & Commercial Banking” by Khan Masood Ahmed
 “Banking in India” by P.N.Varshney
MAGAZINES:
 Business World
 Business Today
 The Smart Manager
WEBSITES:
 www.centurionbop.co
 www.statebankofindia.com
 www.icicibank.com
ANNEXURE
QUESTIONNAIRE
FOR “A Comparative study of customer services provided by SBI and
ICICI bank in Bangalore”
Dear Sir/Madam, I TEJASWINI DNYANESHWAR BHAGAWALE student of

S.D. DEGREE COLLEGE OF ARTS , COMMERCE AND SCIENCE doing my
BANKING AND INSURANCE project on a study of “A Comparative study of
customer services provided by SBI and ICICI bank in Bangalore”. This
questionnaire is to assess your view and opinion about Customer Services provided
by these banks. Your responses will be maintained in strictly confidence and this
will be used for ACADEMIC PURPOSE ONLY.
Personal Details:-
A) NAME:
B) ADDRESS:
C) GENDER: MALE FEMALE
E) Occupation: a) Government Employee b) Business M an
c) Professional d) Others
F) ANNUAL INCOME : a) BELOW 1 LAKH b) 1-3 LAKHS
c) 3-5 LAKHS d) ABOVE 5 LAKHS
1) Which type of account do you hold in the bank?
a) Saving account b) current acco unt c) Fixed acc ount
d) NRI account e) others
2) What are the interest rates provided by your bank on deposit?
a) 3%-5% b) 5%-7% c) 7%-9%

d) above 9%
3) Are you satisfied with the interest rate provided by the bank?
a) Yes b) Friends
If no what is the reason
4) Have you taken any loan from bank?
a) Yes b) No
5) If yes, then for what purpose?
a) Housing loan b) Personal lo an
c) Vehicle loan d) Education l oan e) oth er
6) What is the interest rate charged by your bank on
loan? a) 9%-10% b) 10%-11% c) 12%
11%-
d) 12%-13% e) above 13%
7) Are you satisfied with the interest rate charged by the bank?
a) Yes b) No
If No, what is the reason
8) Which services are used by you through an ATM?
a) Cash withdraw al b) Cash depo sit c) Bills pa yment
d) A/c transfers f) others
9) What are the problem you have uncounted while using an ATM?
a) The max. Withdraw amount is limit
b) The No. of ATM is not enough
c) ATM not able to print slip when demanded
d) ATM working too slowly
f) No any Problem
10) Which services are provided through Mobile banking by your bank?
a) Bills payment b) Know the cheque de tails c) Sms al erts
d) Booking ticket e) Mobile recharge f) others
More preferred Moderate Less preferred
Insurance Service
ATM Service
Internet Banking
Demat Service
Mobile Banking
Core Banking
11) When you think of your bank what comes first in your mind?
a) Customer Service
b) Personalized Service
c) Wide Branch
Network Others
pls. specify
12) Suggestions if any,
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Thank You for spending your precious time in giving your responses.

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PROJECT REPORT ON

BACHELOR OF BANKING AND INSURANCE

BACHELOR IN COMMERCE (BANKING AND INSURANCE)

UNDER THE GUIDANCE OF

S.D.DEGREE COLLEGE OF ARTS, SCIENCE & COMMERCE

Name and Signature of the Learner

Name and Signature of the Guiding Teacher

Chapter No. Contents Page No.

4 PROFILE OF THE SYSTEM/ COMPANY/ORGANIZATION 28-79

5 DATA ANALYSIS AND INTERPRETATION 80-111

6 FINDING CONCLUSION 112-116

A bank is a financial institution whose primary activity is to act as a payment agent

An organization, usually a corporation, chartered by a state or federal government,

Banking is business receiving for lending or investment, of deposits of money, from

Product and Services offers by Bank:

Mobile Banking: Mobile banking (also known as M-Banking, mbanking, SMS

Internet Banking: Online banking (or Internet banking) allows customers to

In today’s competition the core objective of all organizations is to satisfy customers.

Objectives of the study:-

To understand and compare the services provided by ICICI bank.

To understand and compare the services provided by SBI bank.

Scope of The Study:

Method of collection of data:-

Primary Data:-Primary data will be collected through questionnaire and

Secondary Data:-Secondary data will be collected through various sources such

Analysis is done on the basis of responses taken from the respondents by

Limitations of the Study:

 The study is limited to a particular branch of SBI and ICICI bank.

OVERVIEW OF THE BANKING INDUSTRY:

Foreign banks too started to arrive, particularly in Calcutta in the1860s.The

From World War I to Independence:

Number of banks that Authorized capital Paid-up Capital

1914 42 710 109

The Banking Regulation Act also provided that no new bank or

A second dose of nationalization of 6 more commercial banks followed in 1980.

Currently (2007), banking in India is generally fairly mature in terms of supply,

Congress Meeting in a paper entitled "Stray thoughts on Bank Nationalization." The

A second dose of nationalization of 6 more commercial banks followed in 1980.

The nationalized banks were credited by some, including Home minister P.

Company Profile of SBI:

Pure Banking Nothing Else

Bank of Bengal H.O.

June 2, 1806: The Bank of Calcutta established.

1. State Bank of Bikaner & Jaipur

State Bank of India Mumbai LHO

Fortune Global 500 Ranking – 2018:

State Bank Of India Credit Card

State Bank of Bikaner and Jaipur (SBBJ)

State Bank of Mysore (SBM)

State bank of India International (Mauritius) Ltd.

Non- banking Subsidiaries:

SBI Capital Markets Ltd (SBICAP)

ANNUAL REPORT OF STATE BANK OF INDIA 2017-18

Capital 1 8,924,588.00 7,973,504

Reserve & Surplus 2 2,182,361,015 1,874,887,122

Deposits 3 27,063,432,850 20,447,513,947

Borrowings 4 3,621,420,745 3,176,936,583

TOTAL 34,547,519,966 27,059,663,041

Investments 8 10,609,867,150 7,659,866,309

Advances 9 19,348,801,891 15,710,783,811

Fixed Assets 10 399,922,511 429,189,179

Other Assets 11 2,269,941,995 1,540,077,244