Post on 10-Apr-2018
transcript
8/8/2019 ICICI Financial Personal Loan
1/19
ICICI FINANCIALS PERSONAL LOAN
Prepared by
JASVEEN
Class MBA Second Year
Roll NO 040
8/8/2019 ICICI Financial Personal Loan
2/19
PERSONAL LOANMONEY FOR EVERY NEED, EVERY BUDGET
ICICI Financials Personal Loans can help make a difference in your life. Pay off yourcredit cards, take care of unexpected expenses, pay tuition, buy furniture or take a well-deserved vacation. No matter what your financial need, ICICI Financial makes borrowingeasy with our Balance Your Budget approach to lending.
Get the Cash You Want Now
ICICI Financial grants personal loans to people over age 18 whose have establishedcredit and can secure the loan with personal property. Some established credit, like agasoline or store credit card, is necessary, and employment or other steady income isrequired. We also make unsecured loans to homeowners. People just beginning toestablish credit may be asked to have another responsible adult co-sign for the loan. At
this time, ICICI Financials Personal Loans are not available for business purposes. Ourspecialty is extending credit for personal, family and household purposes.
8/8/2019 ICICI Financial Personal Loan
3/19
PERSONAL LOANS FOR ALL YOUR
FINANCIAL NEEDS
Thinking of renovating your house? Yearning to buy a new Laptop? Need financialassistance with marriage related expenses or your child higher education? An ICICI BankPersonal Loan is your One-stop-shop for all your financial needs to fulfill any of yourdesires.
Key Benefits of ICICI Bank Personal Loan:
Loan up to 15 lacs No security/guarantor required
Faster Processing
Minimum Documentation
Attractive Interest Rates
12-60 Months repayment options
You can also get an ICICI Bank Personal Loan on the repayment track of your existingHome loan, Car loan or Personal loan; or your Credit Card statement.
Special Offer for ICICI Bank Customer:
With the "Loan on Phone" facility, it is possible to secure a loan even without having to visityour bank branch. If you have been an ICICI Bank customer for the past 6 months, youmight have a pre-approved loan offer waiting for you. All you need to do is : Login toicicibank.com using your user ID and password and know your offer
Speak to our phone banking officers and quote your relationship number to know youroffer.
8/8/2019 ICICI Financial Personal Loan
4/19
OBJECTIVE OF THE STUDY
RESEARCH OBJECTIVES
To study the post sales experience of ICICI Personal Loan customers.SUB OBJECTIVES:-
To know the parameters influencing the customers opinion while evaluating the quality
of service after taking loan.
To compare the service of different banks.
HYPOTHESIS:-
The quality of interaction between bank and customers is better before taking loan than
after taking loan.Customers have better experience in ICICI than any other bank.
PURPOSE OF RESEARCH STUDY
The objective of my study is to understand and analyze aspects related to personal
Loans available at ICICI Bank
8/8/2019 ICICI Financial Personal Loan
5/19
RESEARCH METHODOLOGY
RESEARCH DESIGN: -
TYPE OF RESEARCH: - Descriptive research
Descriptive research includes Surveys and fact-finding enquiries of different kinds. The maincharacteristic of this method is that the researcher has no control over the variables; he can onlyreport what has happened or what is happening.
DATA SOURCES
There are two types of data.
PRIMARY DATA The data that is collected first hand by someone specifically for the purpose of facilitating the
study is known as primary data. So in this research the data is collected from respondents throughquestionnaire. Primary data Structured Questionnaire
SECONDARY DATA
For the company information I had used secondary data like brochures, web site of the companyetc.
The Method used by me is Survey Method as the research done is Descriptive Research.Secondary data Websites, Newspapers & Magazines
Sample size: 50
Sampling Unit: - The People who have availed ICICI Personal Loan
Sample Area: - New Delhi
8/8/2019 ICICI Financial Personal Loan
6/19
RESEARCH INSTRUMENTS
Selected instrument for Data Collection for Survey is Questionnaire.DESCRIPTIVE-RESEARCH DESIGN:
Research Design was Descriptive because the objective is concerned with post sales experience
analysis of ICICI Personal loan Customers
In this research project I have to study the factors influencing consumer preference towards Banks
which have provided ICICI Personal Loan. Therefore, my research design is Descriptive Research.
QUESTIONNAIRE DESIGN/FORMULATION
Questionnaire: - A questionnaire consists of a set of questions presented to respondent for theiranswers. It can be Closed Ended or Open Ended
Open Ended: - Allows respondents to answer in their own words & are difficult to Interpret and
Tabulate.
Close Ended: - Pre-specify all the possible answers & are easy to Interpret and Tabulate.
:TYPES OF QUESTION INCLUDED
Which has only two answers Yes or No.
MULTIPLE CHOICE QUESTIONWhere respondent is offered more than two choices.
IMPORTANCE SCALE
A scale that rates the importance of some attribute.
8/8/2019 ICICI Financial Personal Loan
7/19
s
:SAMPLING DESIGN
CONVENIENCE SAMPLING
In convenience sampling, the selection of units from the population is based on easy
availability and/or accessibility. I am using this sampling method because sample will
be selected on the basis of availability of the respondents who met the desired criteria.
-:TIME FRAME
When the survey should be conducted?
I conducted my survey for 8weeks from 1stjune to 31th july
-:SAMPLING FRAMEThe source from which the sample is drawn
8/8/2019 ICICI Financial Personal Loan
8/19
contd
SAMPLING TECHNIQUE: -
How should the respondent be chosen?
In the Project sampling is done on basis ofProbability
sampling . Among the probability sampling design thesampling design chosen is stratified random sampling.
Because in this survey I had stratified the sample in
different age group, different gender and different
proffesion
8/8/2019 ICICI Financial Personal Loan
9/19
TABLE SHOWING THE RANKING OF THE ORGANIZATIONS ON THE BASIS OF
CUSTOMER SERVICE PARAMETER
NO. OF RESPONDENTS RATED DIFFERENT ORGANIZATIONS
RAN
KS
CITI
FINANCIAL
S
GE
COUNTRYWID
E
AMERICA
N
EXPRESS
ICIC
I
BAN
K
CITI
BAN
K
STANDARD
CHARTERE
D
ABN
AMRO
BANK
304122111
26645302
104234133
43312584
24639135
532411196
06534647
8/8/2019 ICICI Financial Personal Loan
10/19
GRAPH SHOWING THE RANKING OF THE ORGANIZATIONS ON
THE BASIS OF CUSTOMER SERVICE PARAMETER
e
4
NO.OF
RESPON
DENTS
RANKS
CUSTOMER SERVICE
ABN AM RO BANK STANDARD CHARTERED CITI BANK
ICICI BANK AMERICAN EXPRESS GE COUNTRYWIDE
CITI FINANCIALS
8/8/2019 ICICI Financial Personal Loan
11/19
GRAPH SHOWING THE RANKING OF THE ORGANIZATIONS ON
THE BASIS OF FASTER PROCESSING PARAMETER
jFASTER PROCESSING
0
2
4
6
8
10
12
14
RANK 1 RANK 2 RANK 3 RANK 4 RANK 5 RANK 6 RANK 7
RANKS
NO.OFRESPONDEN
ABN AMRO BANK STANDARD CHARTERED CITI BANK ICICI BANK
AMERICAN EXPRESS GE COUNTRYWIDE CIT I FINANCIALS
8/8/2019 ICICI Financial Personal Loan
12/19
FINDINGS
ICICI Securities ltd has performed a good job and is alsoperforming but the main factor that affects the customer demandis customer satisfaction and this should be kept in mind.
The present condition says that ICICI Securities ltd is a very
good financial institution but not so cheapest. We have found that it is somewhat costly but on the other hand it
is also having POSITIVE POINTS i.e. it says that only 2 hoursare required, minimum documentation and now following TQMi.e. listen & respond to customer needs.
Best relationship management practises are being employed in
the organsition.
8/8/2019 ICICI Financial Personal Loan
13/19
SWOT ANALYSIS
STRENGTHS
The variety of products is increasing.
Transparency in working is followed.
Fund charges are less i.e 0.8%
Stronger financial base.
Employee centric organization
WEAKNESSES
Strong competitors like HDFC, RELIANCE etc.
Interest rate is higher as compared top the market leader.
Infrastructure cost is high.
Less expenditure on promotion.
Products not customized for lower segment.
8/8/2019 ICICI Financial Personal Loan
14/19
OPPORTUNITIES
The ability to cross sell financial services barelybeing tapped.
Technology is improving to the point that paperlesstransactions are available.
THREATS
Government regulations on issues like personal loan
can quickly change the direction of Home loanindustry.
The increasing expenses and lower profit margins.
Intense competition from HDFC.
8/8/2019 ICICI Financial Personal Loan
15/19
CONCLUSION
The study suffers from the following conclusion:
The sample was a convenience sample of 0respondents, which may not be sufficient to projectthe post sales experience analysis of home loan
customers and the result may not be representativeof a larger population.
Another main limitation is that ICICI (Home Loan)Financial companies were not willing to giveinformation or they were providing incorrect
information (Some of them). There might have been a tendency among the
respondents to amplify or filter their responsesunder the testing condition.
8/8/2019 ICICI Financial Personal Loan
16/19
RECOMMENDATION
More emphasis should be on promotional activities.
Plenty of advertisement should be done through T.V, Newspaperand Radio as these medias are having maximum recall value.
Total financial planning and advice should be given to everycustomer.
More business opportunity seminars should be conducted tomake people aware of the offer given.
The company should quite frequently send their agent to thecustomer so that they should be aware of the latest offer.
The company should attempt to open more and more of itsbranches in the country so as to promote their product publicity.
8/8/2019 ICICI Financial Personal Loan
17/19
QUESTIONNAIRE
1. Being an existing borrower, are you satisfied?
a) Yes
b) NO
2. Is ICICI personal loan excellent or average or poor?
a) Excellent
b) Average
c) Poor
3. If poor, what is the reason?
a) Interest rate
b) Low amount
c) Very complex procedured) Any other
8/8/2019 ICICI Financial Personal Loan
18/19
contd
6. Which bank according to you is providing allthe facilities?
ICICI
HDFC
HSBC
STANDARD CHARTERED
CITIFINANCIAL
OTHERS
8/8/2019 ICICI Financial Personal Loan
19/19
Thank you