CONSUMER

SATISFACTION IN
INDIAN RETAIL BANKING

Presented By:
Deepak Doda
13380

CONTENTS

INTRODUCTION
RESEARCH METHODOLOGY
DATA ANALYSIS & INTERPRETATION
FINDINGS
SUGGESTIONS
CONCLUSION

INTRODUCTION OF CUSTOMER
SATISFACTION
Customer satisfaction refers to the extent to which customers are
happy with the products and services provided by a business.
Customer satisfaction levels can be measured using survey,
techniques and questionnaires.
Gaining high levels of customer satisfaction is very important to a
business because satisfaction customers are most likely to be loyal
and to make repeat orders and to use a wide range of services
offered by a business. There are many factors which lead in high
levels of customer satisfaction including.
Products and services which are customer focused and hence
provide high levels of value for money. What is clear about customer
satisfaction is that customers are most likely to appreciate the
goods and services that they buy if they are made to feel special.
This occurs when they feel that the products and services that they
buy have been specially produced for them or for people like them.

INTRODUCTION TO BANKING
Bank is an institution that deals in money and
its substitutes and provides crucial financial
services. The principal type of baking in the
modern industrial world is commercial banking &
central banking.
Banking Means "Accepting Deposits for the
purpose of lending or Investment of deposits of
money from the public, repayable on demand or
otherwise and withdraw by cheque, draft
orotherwise."

BANKING SERVICES
Banking covers so many services that it is difficult to define it. However, these
basic services have always been recognized as the hallmark of the genuine
banker. These are
The receipt of the customers deposits
The collection of his cheques drawn on other banks
The payment of the customers cheques drawn on himself

There are other various types of banking services like:

1) Advances Overdraft, Cash Credit, etc.
2) Deposits Saving Account, Current Account, etc.
3) Financial Services Bill discounting etc.
4) Foreign Services Providing foreign currency, travelers cheques, etc.
5) Money Transmission Funds transfer etc.
6) Savings Fixed deposits, etc.
7) Services of place or time ATM Services.
8) Status Debit Cards, Credit Cards, etc.

PRODUCTS & SERVICES

OFFERED BY ICICI BANK
SAVING ACCOUNTS
Special Savings Account:
LIFE PLUS Senior citizens savings account
Young Stars Account:
Advantage woman savings account
Fixed deposits
Recurring Deposits
Security Deposits
ICICI Bank Tax-Saver Fixed Deposit
EEFC Account
Resident Foreign PRIVILEGE BANKING:
Silver privilege A/c
Gold privilege A/c
Titanium privilege A/c
Family banking:
New Pension System of Government of India
Various Loans offered by ICICI Bank
HOME LOAN
PERSONAL LOANS
CAR LOAN
TWO WHEELER LOANS
CONSTRUCTION EQUIPMENT LOAN
OFFICE EQUIPMENT LOAN
CREDIT CARDS
DEBIT CARDS
TREVEL CARD
PRE PAID CARDS
INVESTMENTS
ICICI BANK BONDS

RESEARCH METHODOLOGY

SCOPE OF THE STUDY

The study is specific only to retail banking in India.

Understand different facilities provided by the bank to the customers.
To do the careful study of steps which bank takes to attract the customers.
To study how bank are working for the development of the population and
the economy.
The study is also useful to the bank to formulate a systematic structure for
providing facilities to the customers.
It informs customers about banks progressive attitude towards customers.
Understand the overall performance and progress of the bank.
The study also relates To Customer Satisfaction and Its Related Factors. The
factors studied are:
Service provided by the bank.
The Image or Personality of the Bank.
Convenience Provided To The Customers.
Pricing policies of the bank.
Maintenance Of Relationship With The Customers

Customer have Account with

ICICI Bank
Sales

CURRENT
SAVING
LOAN
OTHERS

A t t r ib u t e s c om p e lled b y t h e c u s t o m er s t o o p e n s a vin g ac c o u n t in
any bank

Sales

ATM
CHEQUE BOOK
INTERNET BANKING
WORKING HOUR
VALUE ADDED SERVICES

Customers having Bank Account With

ICICI Bank From how many years
Series 1
80
70
60
50
Series 1
40
30
20
10
0
0-1

5-Jan

10-May

Reason for preference of ICICI

Bank
Sales

QUICK TRANSACTION
QUALITY AND SERVICES
MORE SUPPOT TO CUSTOMER

Medium for customer awareness

about the services provided by
Sales

SECURITY
SAVING
IMPOSITION OF BURDEN OF EXPENSES
OTHER

Suitability of processing of loan for the

customers

Series 1
70

60

50

40

Series 1

30

20

10

0
YES

NO

CAN NOT SAY

Opinion of the customers about

the processing charges of loan
Sales

HIGH
LOW
MEDIUM

Type of loan Preferred by the customers of

ICICI Bank

Sales

HOUSING LOAN
PERSONNAL
CAR LOAN
EDUCATION

Customers Opinion about the interest rate

charged on loan by the ICICI bank

Sales

HIGH
LOW
AVERAGE

Internet banking Services availed

by the customers of ICICI Bank
Series 1
80
70
60
50
Series 1
40
30
20
10
0
YES

NO

Customer opinion towards the

financial services provided by
theICICI bank
Sales

EXCELLENT
VERY GOOD
GOOD
AVERAGE

Level of Customer satisfaction

towards the services provided by
ICICI Bank
Sales

DISSATISFACTION
MODERATE
SATISFACTION
EXTREMELY DISSATISFACTION
EXTREMELY SATISFACTION

FINDINGS

From the details of the study, we can enumerate the observation of the project report i. e. customers
satisfaction towards the ICICI Bank, Jaipur in the form of finding as below.
1. It was found from the study that bank believes in quality service rather than quantity of service.
2. The officials employed are very much enthusiastic about their job.

3. The officials try to make best relation with the customers.

4. There is separate counter for NRI services.

5. The registers and files are maintained on a daily basis.

6. The registers are maintained in a well organized manner.

7. The marketing strategy of the bank is very attractive.

8. The bank always tries to attract customers with innovative offers.

9. Both the bank investment deposit ratio is on the declining trend

10. Both the banks has shown better utilization of cash portfolio

11. ICICI bank Interest expenses to interest earned remains the same Over 2 Years whereas
SBI shows reduction.

12. Other Income ratio remains fluctuation in both the banks.

SUGGESTION
1. The company should adopt best marketing strategy to expansion the
market.

2. To increases its branches.

3. To increases more activity rather than banking system.

4. To make good relationship with its customer.

5. To make effort for increasing the awareness about the internet banking
among the customers

6. To reduces the interest rate of loan process.

7. To reduces the minimum amount of maintaining the account.

CONCLUSION
Thus, ICICI has been able to use technology to provide value-added service to its
customers during the last few years. For ICICI, technology is an integral part of their
business. However, their overall progress could have been smoother but for certain
internal and extraneous factors and also a pressure on spread due to a competitive
market (Annual report, 2010 11). E- banking has become a necessary survival
weapon and is fundamentally changing the banking industry worldwide. Today, the
click of the mouse offers customers banking services at a much lower cost and also
empowers them with unprecedented freedom in choosing vendors for their financial
service needs. No country today has a choice- whether to implement E-banking or
not given the global and competitive nature of the economy. ICICI have top grade
and constantly think of new innovative customized packages and services to remain
competitive. The invasion of banking by technology has created an information age
and commoditization of banking services. ICICI have come to realize that survival in
the new e-economy depends on delivering some or all of their banking services on
the Internet while continuing to support their traditional infrastructure. The rise of
E-banking is redefining business relationships and the most successful banks will
be those that can truly strengthen their relationship with their customers. Without
any doubt, the international scope of E-banking provides new growth perspectives
and Internet business is a catalyst for new technologies and new business processes.