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PRESENTED BY :MANJEET S ILAN

M.B .A ( F INANCE)14104027

CUSTOMER SATISFACTION THROUGH ICICI BANK SERVICES

CONTENTS

• Company Profile• Customer satisfaction • Tool customers satisfaction• Attracting customers • Step to reduce customer defection rate • Need for customer retention• Customer loyalty • Tools for converting neutral & satisfied customers into

highly satisfied customers • Suggestions • Customers awareness• Conclusion

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STUDY ABOUT

• ABOUT ICICI BANK• PROFILE OF ICICI BANK• NETWORK OF ICICI BANK• PRODUCT AND SERVICES OF ICICI BANK

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ABOUT ICICI BANK• Industrial Credit and Investment Corporation of

India• Promoted in 1994.• ICICI Bank launched internet banking operations

in 1998.• In 2000, ICICI Bank became the first Indian bank

to list on the New York Stock Exchange.• ICICI Bank is India's second-largest bank with

assets of Rs. 6,461,29 billion(US$ 103 billion) at March 31, 2015.

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PROFILE OF ICICI BANK

• Type : Private Company• Founded : 1994• Headquarter :

Mumbai ,Maharashtra,India• Industry : Banking, Financial service• Net Assets : US$ 103 billion (March 31,2015)• Net Profit : US$ 1.8 billion (March 31,2015)• Employees : 67,857 (2015)• Website : www.icicibank.com

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NETWORK OF ICICI

• It has 12,919 ATMs in the country• The Bank has a network of 4050 branches in

India. • It has a presence in 17 countries , including India.• Traded as BSE, NSE, NYSE.

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PRODUCT AND SERVICES

• Card (Credit Cards,Debit Cards ,etc.)• Loan (Home Loans, Personal Loans, Two

Wheeler Loans, Car Loans)• Insurance • Deposit • Business banking • Personal banking

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OBJECTIVES OF THE STUDY

• To study the financial product of ICICI BANK LIMITED.• To study the customer behavior about the

financial product of the bank.• To study the software uses at ICICI bank• To study the uses of Kaizen techniques at ICICI

Bank• To suggest some ideas to the bank that will give

an edge over the competitors.

CUSTOMER SATISFACTION

• The Industrial Credit and Investment Corporation of India, ICICI was formed on January 5, 1955 at the initiative of the World Bank, the Govt. 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 business. The funds were obtained through a variety of Govt. sponsored and Govt. assisted programmed until the late 1980’s. With the liberalization of the financial sector in 1990’s ICCI transferred business from a development financial institution to a diversified services group offering a wide variety of products and services to broader spectrum of clients

TOTAL CUSTOMER SATISFACTION

• Some of today’s most successful companies are expectation and delivering performance to match. These companies are arriving for TCS- total customer satisfaction.• A customer decision to be loyal or to defect

is the sum of many small encounters with the company.• For customer’s orientated companies,

customer satisfaction is both a goal and a marketing tool.

TOOLS FOR TRACKING & MEASURING CUSTOMER SATISFACTION

• Complaints and suggestion systems• Customer satisfaction surveys• Ghost shopping• Lost customer analysis

ATTRACTING CUSTOMERS

• Lead generation • Lead qualification • Account conversion

NEED FOR CUSTOMER RETENTION

• Stays loyal longer • Buys more as the company introduce new

product and upgrade existing products.• Talks favorably about to company and its

products.• Pays less attention to competing brands and

advertising and is less sensitive to price • Offer product or serve ideas to the company.• Costs less to serve than new customers because

transactions are reutilized.

CUSTOMER LOYALTY

• Basic marketing • Reactive marketing • Accountable marketing • Proactive marketing • Partnership marketing

TOOLS FOR CONVERTING SATISFIED CUSTOMERS INTO HIGHLY SATISFIED

• Adding financial benefits • Adding social benefits • Adding structure ties

TOTAL QUALITY MANAGEMENT

• “Total quality management (TQM) is an organization wide approach to continually improving the quality of all the organization of all the origination’s process products and services.”

CUSTOMER AWARENESS `

• I observed that many customers, not to ask about Internet banking, Phone Banking even don’t know how to use ATM, which is really a area of concern. Customers do not know the complete rules and regulations and procedures of banks and bankers preserve them for themselves and do not take interest in educating the customers because if you are giving a product in the hands of the customers keeping the view to serve them better, it is equally important to aware not only about the facilities that are available on any product but also how to use them.

CONCLUSIONS

• as a summer trainee to know market Potential of saving account and comparatively analyzing it with it’s competitors, I am of the opinion that in such a stiff competition where the banking business is becoming more and more complex with the change emanating from the liberalization and globalization at same time aggressive marketing strategies for generating business opportunities from competitors,. ICICI bank has made a unique position in the retail banking.

SUGGESTIONS &RECOMMENDATION

• Customized service • Sincere pricing of the core product

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