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INTRODUCTION OF MARKETING
Meaning of Marketing:
Marketing more than any other business functions deals with customers creating
customer value and satisfaction are the heart of modern marketing thinking and practice.
Marketing is the delivery of customers by promising superior value and to keep current
customers by delivery satisfaction
The American marketing association has defined marketing as marketing is the
performance of business activates that direct the flow of goods and services from
producer to consumer of user. in this words of Caniff and still " marketing is the term
used to describe collectively those business functions most directly concerned with the
demand stimulating and demand fulfilling activities of the business enterprise".
Philip Kotler definition of marketing is marketing is a social and managerial process
by which individual and groups obtain what they need and want through creating and
exchanging products and value with other".
Function of marketing:
Marketing as business authoritys concerned it today is aboard function of
business composed of many elements. Until recently even outstanding authorities
defined marketing as the performance of business activities that direct the flow goods
and services from producer to consumer or user. While this definition still not broad
enough. It does not encompass the idea that marketing also includes the identification of
the market and the markets needs and that products and service to fulfill those needs
profitability.
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Various activities that a marketer follows:
1. Identifying specific markets for products and services.2. Identifying existing and future needs and wants of these markets.3. Guiding the development of products packages and services to fill these needs at
a profit
4. Selling delivery and collecting these goods services to the ultimate consumer or uCustomer satisfaction & perception:
Customer satisfaction with a purchase depends upon the products performance
relative to a buyers expectation a customer might experience various buyers ofsatisfaction it the product performance falls a short of expectation customer is
dissatisfied. It performance matches expectation the customers is satisfied if performance
exceeds expectation the customer is highly satisfied or delight.
For customer centered companies customer satisfaction is both a goal and a major factor
in company success highly satisfied customer produce several benefits for the company
they are less price sensitive and they remain customer for a long period they buy
additional products over time as the company introduces related products or important
and the take favorable to the other about the company and its product customer
satisfaction is the outcome felt by the buyers who have experiences a company
performance that has fulfill expectations.
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OBJECTIVES OF STUDY:
Primary objectives:
1. To know the level of satisfaction from the existing customers of ICICI Bankproviding after services
Secondary objectives:
1. To know the level of satisfaction and perception towards ICICI Bank
2. To find how satisfied the customers are with after account sales service
3. To find out the factors for which customers prefer ICICI Bank
4. To know the customer interest in the promotional incentives for the purchase ofICICI Bank
5. To know the feeling of customers while they Account ICICI Bank
6. To know the satisfaction of customers regarding the cost and payment ofICICI Bank
7. To know the interest of customers regarding seating capacity and comfortless inthe account.
8. To find out the customers perception in feel consumption and efficiency of ICICIBank when compared with other.
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LIMITATIONS OF THE STUDY:
1. The time period was 45 days
2. The study was limited in Karimnagar &Hyderabad cities only.
3. Conclusions are drawn on information supplies from the questionnaire.
Sampling error:
The sampling method chosen is an non- probabilistic convenience sampling. The major
drawback with this type of sampling is that one is unable to draw statistically reliable
information about a rigout defend universe thus this sample may not be considered as a
true representative the universe
Non- response error:
Error is arising due to inability to contract certain of the sample and inability of the
respondents to answer few questions.
Response error:
1. This error arises when persons give wrong information because of2. Perception loss of prestige:
1. When interviewing takes place on a subject about which there is someexpectation regarding social approval or disapproval in which there is strong ago
involvement respondents error by idealizing his/her behaviors. Unwillingness of
the respondents to answer questions related to age phone address and occupation.
3. Ambit error:
This error arises when there is something wrong in the formulation of the
questionnaire
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4. Accuracy error:The researcher commits this error when there is loss of information in
transmission from the actual place till the perception of the report
5. Testing error:One more probable area where error could have occurred is due to testing effect
wherein respondents due to the conditional effect.
1. During the research the researcher faced some more problems like non- co-operation of the res pendants giving absurd answers to relevant and important
questions etc,
2. The data collected from the respondent is qualitative in nature i.e.., viewsoptions etc.., so it is not a convenient data for the study at a longer duration.
3. The study 110 customers are taken into accord
4. The time of the study is limited
5. Due to some unknown reasons some customers were not able to give fullinformation about the study.
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RESEARCH METHODOLOGY:
Research design:
The study has been carried out in conclusive of nature. It describes the expectation.
Attitude opinion views and level of satisfaction among the customers with reference to
ICICI Bank
Research instrument:
For the collection of various data requirements questionnaires were used as researchinstrument.
Research Collection Techniques:
For the purpose direct interview were conducted with the help of structured instrument
i.e.., questionnaires some useful information was obtained through personal interaction
with the respondents.
The survey has been done to obtain primary data. The questions used were close as well
as open ended. The study was conducted exclusively.
Sampling procedure:
The sampling technique use here was quota sampling which is one of the most
commonly used non-probability
Sample design
Sample unit:
The target population from which the sample is chosen is owners of ICICI Bank
Sample size:
The sample of 100 from the target population chosen
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COMPANY PROFILE
The Government of India established ICICI in 1955 as a Financial Institution (FI,
other such institutions were IDBI and SIDBI) with the objective to finance large
industrial projects. ICICI was not a bank - it could not take retail deposits - and nor was
it required to comply with Indian banking requirements for liquid reserves. ICICI
borrowed funds from many multilateral agencies (such as the World Bank), often at
concessional rates. It used these to make large corporate loans.
All this changed in 1990s. ICICI founded a separate legal entity, ICICI Bank, to
undertake normal banking operations - taking deposits, credit cards, car loans etc. The
experiment was so successful that ICICI merged into ICICI Bank in a "reverse merger"
in 2002.
At the time of the reverse merger, there were rumours that ICICI had a large
proportions of Non Performing Loans ("NPA", as they are known in India) on its books -
in particular to the steel industry. Since 2002, there has been a general revival in Indian
industry (and metal based industry in particular). It is widely believed that the proportion
of NPAs has come down to prudent levels (even if it were high earlier).
ICICI Bank now has the larges among all banks in retail or consumer financing.
ICICI Bank is the largest issuer of credit cards in India. It was the first bank to offer a
wide network of ATM's and has a large network of ATM's.
ICICI Bank also has the largest market value of all banks in India, and is widely
seen as a sophisticated bank able to take on many global banks in the Indian market.
The Bank is expanding in overseas markets and has the largest international
balance sheet among Indian banks. The international banking business was set up in
2002 to implement a focused strategy for the overseas market. The Bank now has
wholly-owned subsidiaries, branches and representatives offices in 18 countries,
including an offshore unit in Mumbai.
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This includes wholly owned subsidiaries in UK, Canada and Russia, offshore
banking units in Singapore and Bahrain; advisory branch in Dubai, branches in Sri
Lanka, Hong Kong and Belgium; and rep offices in the US, China, United Arab
Emirates, Bangladesh, South Africa, Indonesia, Thailand and Malaysia. The bank is
targeting the NRI (Non Resident Indian) population for expanding its business.
ICICI Bank has been endorsed by Amitabh Bachchan and Shahrukh Khan. The
Cheques presented to winners in the first 2 versions of the famous game show - Kaun
Banega crorepati were ICICI Bank cheques.
ICICI BANK LIMITED
MFIs and has developed a kiosk and rural ATM based model of financial services
deliver ICICI Bank Limited (ICICI Bank) is India's largest private sector bank and the
second largest bank in the country. It has a growing customer base with over 10 million
customers, which it services through a multi-channel network. The ICICI group traces its
beginning to 1955 when ICICI was set up as a development financial institution in the
private sector in a joint initiative by the World Bank, Government of India and Indian
industry. ICICI Bank today is the fastest growing bank and is well-placed to capitalize on
emerging opportunities, as it reaches out to new markets in India and the world.
CEO's Message:
Mrs. Chanda Kochhar
Managing Director & Chief Executive Officer ICICI Bank's social initiatives are aimed
at capacity building in specific focus areas that we view as key to the long-term
economic and human development of India. By supporting initiatives to address basic
health and educational needs and increase access to financial services, we strive to bring
more and more people into the socio-economic
mainstream and contribute, in our own small way, to the full realization of India's
vast untapped potential.
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OVERVIEW:
ICICI Bank is Indias second-largest bank with total assets of Rs.3, 446.58 billion
(US$ 79 billion) at March 31st, 2007 and profit after tax of Rs.31.10 billion for physical
2007. ICICI Bank is the most valuable bank in India in terms of market capitalization
and is ranked third amongst all the companies listed on the Indian stock exchanges in
terms of free float market capitalization. The Bank has a network of about 950 branches
and 3,300 ATMs in India and presence in 17 countries. 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 Singapore, Bahrain, Hong Kong, Sri Lanka and Dubai international finance
center and representative offices in the United States, United Arab Emirates, China,
South Africa, Bangladesh, Thailand, Malaysia and Indonesia.
ICICI Bank equity shares are listed in India on Bombay stock exchange and
National stock exchange of India Limited and its American depository 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. ICICIs share holding in
ICICI Bank was reduced to 46% through a public offering of shares in India in fiscal
1998, and equity offering in the form of ADRs listed on the NYSE in fiscal 2000, ICICI
Bank acquisition of bank of Mudra 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 in formed in 1955 at the initiative of the World Bank, the
Government of India and respective of Indian industry. The principal objective was to
create s development financial institution for providing medium-term and long-term
project financing to Indian business.
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In the 1990s ICICI transformed its business from a development financial intuition
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 NYSE. After
consideration of various corporate structuring alternatives in the context of the emerging
competitive scenario in the Indian banking industry, and the move 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 Groups universal banking strategy. The merger
would enhance value for ICICI share holders through the merged entitys 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.
MILESTONES OF ICICI BANK
History of ICICI
1955 The Industrial Credit and Investment Corporation of India Limited (ICICI) incorporated at
the initiative of the 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 elected as the first Chairman of ICICI Limited.
ICICI emerges as the major source of foreign currency loans to Indian industry. Besides
funding from the 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.
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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 in Calcutta and Madras set up.
1972 The second entity in India to set up merchant banking services.
Mr. H. T. Parekh appointed the third Chairman of ICICI.
1977 ICICI sponsored the formation of Housing Development Finance Corporation. Managed
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 1982: ICICI became the first ever Indian borrower to raise European Currency Units.
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.
ICICI, along with UTI, set up Credit Rating Information Services of India Limited, India's
first professional credit rating agency.
ICICI promotes Shipping Credit and Investment Company of India Limited.
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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.
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.
SCICI merged with ICICI Ltd.
Mr. K.V.Kamath appointed the Managing Director and CEO of ICICI Ltd
1997 ICICI Ltd was the first intermediary to move away from single prime rate to three-tier
prime rates structure and introduced yield-curve based pricing.
The name The Industrial Credit and Investment Corporation of India Ltd changed to
ICICI Ltd.
ICICI Ltd announced the takeover of ITC Classic Finance.
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1998 Introduced the new logo symbolizing a common corporate identity for the ICICI Group.
ICICI announced takeover of Anagram Finance.
1999 ICICI launched retail finance - car loans, house loans and loans for consumer durables.
ICICI becomes the first Indian Company to list on the NYSE through an issue of
American Depositary Shares.
2000 ICICI Bank became the first commercial bank from India to list its stock on NYSE.
ICICI Bank announces merger with Bank of Madura.
2001 The Boards of ICICI Ltd and ICICI Bank approved the merger of ICICI with ICICI Bank.
2002 ICICI Ltd merged with ICICI Bank Ltd to create Indias secondlargest bank in terms of
assets.
ICICI assigned higher than sovereign rating by Moodys.
ICICI Bank launched Indias first CDO (Collateralised Debt Obligation) Fund named
Indian Corporate Collateralised Debt Obligation Fund (ICCDO Fund).
"E Lobby", a self-service banking centre inaugurated in Pune. It was the first of its kind inIndia.
ICICI Bank launched Private Banking.
1100-seat Call Centre set up in Hyderabad
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ICICI Bank Home Shoppe, the first-ever permanent aggregation and display of housing
projects in the county, launched in Pune,
ATM-on-Wheels, Indias first mobile ATM, launched in Mumbai.
2003 The first Integrated Currency Management Centre launched in Pune.
ICICI Bank announced the setting up of its first ever offshore branch in Singapore.
The first offshore banking unit (OBU) at Seepz Special Economic Zone, Mumbai,
launched.
ICICI Banks representative office inaugurated in Dubai.
Representative office set up in China. : ICICI Banks UK subsidiary launched.
Indias first ever "Visa Mini Credit Card", a 43% smaller credit card in dimensions
launched.
ICICI Bank subsidiary set up in Canada.
Temasek Holdings acquired 5.2% stake in ICICI Bank.
ICICI Bank became the market leader in retail credit in India.
2007 Max Money, a home loan product that offers the dual benefit of higher eligibility and
affordability to a customer, introduced.
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Mobile banking service in India launched in association with Reliance Infocomm.
Indias first multi-branded credit card with HPCL and Airtel launched.
Kisan Loan Card and innovative, low-cost ATMs in rural India launched.
ICICI Bank and CNBC TV 18 announced Indias first ever awards recognizing the
achievements of SMEs, a pioneering initiative to encourage the contribution of Small and
Medium Enterprises to the growth of Indian economy.
ICICI Bank opened its 500th branch in India.
ICICI Bank introduced partnership model wherein ICICI Bank would forge an alliance
with existing micro finance institutions (MFIs). The MFI would undertake the
promotional role of identifying, training and promoting the micro-finance clients and
ICICI Bank would finance the clients directly on the recommendation of the MFI.
ICICI Bank introduced 8-8 Banking wherein all the branches of the Bank would remain
open from 8a.m. to 8 p.m. from Monday to Saturday.
ICICI Bank introduced the concept of floating rate for home loans in India.
2008 First rural branch and ATM launched in Uttar Pradesh at Delpandarwa, Hardoi.
"Free for Life" credit cards launched wherein annual fees of all ICICI Bank Credit Cards
were waived off.
ICICI Bank and Visa jointly launched mChq a revolutionary credit card on the mobile
phone.
Private Banking Masters 2005, a nationwide Golf tournament for high networth clients of
the private banking division launched. This event is the largest domestic invitation
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amateur golf event conducted in India.
First Indian company to make a simultaneous equity offering of $1.8 billion in India, the
United States and Japan.
Acquired IvestitsionnoKreditny Bank of Russia.
ICICI Bank became the largest bank in India in terms of its market capitalization.
ICICI Bank became the first private entity in India to offer a discount to retail investors
for its follow-up offer.
2009 ICICI Bank became the first Indian bank to issue hybrid Tier-1 perpetual debt in the
international markets.
ICICI Bank subsidiary set up in Russia.
Introduced a new product - NRI smart save Deposits a unique fixed deposit scheme
for nonresident Indians.
Representative offices opened in Thailand, Indonesia and Malaysia.
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 Banks micro finance
institution partners.
Financial counseling centre Disha launched. Disha provides free credit counseling,
financial planning and debt management services.
Bhoomi puja conducted for a regional hub in Hyderabad, Andhra Pradesh.
2010 ICICI Banks USD 2 billion 3-tranche international bond offering was the largest bond
offering by an Indian bank.
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CONCEPTUAL FRAME WORK
Markets:-
A Market refers to the different groups of consumers for a product of service.
Market need not be a place in the traditional sense. Here, the sellers or marketers are
treated as the industry and the buyers as the market.. Examples are general consumer
market, business market, global market, and specific markets like teenagers market,
children market, working womens market, insurance market, healthcare market and
education market.
A market is the set of actual and potential buyers of a product. Such buyers or
consumers share a particular need or want that can be satisfied through exchangerelationships. The size of the market will depend on the number of people who exhibit
the need, have the buying power, and are willing to exchange their resources for what
they want.
Marketing:-
Marketing is defined by the American Marketing Association(AMA) as "the
activity, set of institutions, and processes for creating, communicating, delivering, and
exchanging offerings that have value for customers, clients, partners, and society at
large.
Customer:
Customeris defined as anyone who receives that which is produced by the
individual or organization that has value.
Customer expectations are continuously increasing. Customers seek out products
and producers that are best able to satisfy their requirements. A product does not need to
be rated highest by customers on all dimensions, only on those they think are important.
Customer satisfaction:
Customer satisfaction is a measure of how products and services supplied by a
company meet or surpass customer expectation. It is seen as a key performance indicator
within business.
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Dissatisfaction------------- Perception Expectations
Customer satisfaction is an ambiguous and abstract concept and the actual
manifestation of the state of satisfaction will vary from person to person and
product/service to product/service. The state of satisfaction depends on a number of both
psychological and physical variables which correlate with satisfaction behaviors such as
return and recommend rate. The level of satisfaction can also vary depending on other
options the customer may have and other products against which the customer can
compare the organization's products.
Importance of Customer Satisfaction:
Exceptional customer service results in greatercustomer retention, which in turn
results in higher profitability. Customer loyalty is a major contributor to sustainable
profit growth. To achieve success, a company must make superior service second nature
of the organization. A seamless integration of all components in the service-profit chain
employee satisfaction, value creation, customer satisfaction, customer loyalty, and
profit and growthlinks all the critical dynamics of top customer service.
Satisfying the customer is a race without finish."Vernon Zelmer
Many companies forget that satisfying customer needs and continuous value innovation
is the only path to sustainable growth. This creates opportunities for new, smaller
companies to emulate and improve upon what made their bigger competitors successful
in the first place and steal their customers.
1. It costs between five and six times more to attract a new customer than to keep anexisting one.
2. Companies can boost profits anywhere from 25 to 125% by retaining merely 5%more existing customers.
3. Only one out of 25 dissatisfied customers will express dissatisfaction.
http://www.1000ventures.com/business_guide/crosscuttings/customer_service.htmlhttp://www.1000ventures.com/business_guide/crosscuttings/customer_retention.htmlhttp://www.1000ventures.com/business_guide/profits_sustainable.htmlhttp://www.1000ventures.com/business_guide/profits_sustainable.htmlhttp://www.1000ventures.com/business_guide/profits_sustainable.htmlhttp://www.1000ventures.com/business_guide/im_s-p_chain.htmlhttp://www.1000ventures.com/business_guide/crosscuttings/employee_satisfaction.htmlhttp://www.1000ventures.com/business_guide/crosscuttings/customer_value_creation.htmlhttp://www.1000ventures.com/business_guide/crosscuttings/customer_value_creation.htmlhttp://www.1000ventures.com/business_guide/crosscuttings/employee_satisfaction.htmlhttp://www.1000ventures.com/business_guide/im_s-p_chain.htmlhttp://www.1000ventures.com/business_guide/profits_sustainable.htmlhttp://www.1000ventures.com/business_guide/profits_sustainable.htmlhttp://www.1000ventures.com/business_guide/profits_sustainable.htmlhttp://www.1000ventures.com/business_guide/crosscuttings/customer_retention.htmlhttp://www.1000ventures.com/business_guide/crosscuttings/customer_service.html7/28/2019 Vidhya Sagar
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4. Happy customers tell 4 to 5 others of their positive experience. Dissatisfiedcustomers tell 9 to 12 how bad it was.
5. Two-thirds of customers do not feel valued by those serving them.Measuring customer satisfaction:
It's a well known fact that no business can exist without customers.Organizations
are increasingly interested in retaining existing customers while targeting non-customers.
Measuring customer satisfaction provides an indication of how successful the
organization is at providing products and/or services to the marketplace.
Companies conducting customer satisfaction research should strive to determine: What product and service issues are important to customers? How does the subject company perform on these issues? How does the issues impact future purchase intent? The second step is to select a survey methodology, considering population size,
geography and demographics. The format and feedback should:
Accurately reveal status and performance. Objectively understand the customer's perspective. Provide actionable information for reaching total customer satisfaction. Provide useful information on the marketplace and the competitive environmentSince, satisfaction is basically a psychological state; care should be taken in the effort
of quantitative measurement, although a large quantity of research in this area has
recently been developed.
Berry, Brodeur defined ten 'Quality Values' known as the ten domains of satisfaction
which influence satisfaction behavior.
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3. Performance4. Reliability
5.
Install ability
6. Maintainability7. Documentation
If a company wants to investigate it themselves, look at firm specific factors like
business contacts, reputation, advertising, and brand name can help determine customer
satisfaction. After recognizing the amount of customer satisfaction a company has and
in which areas, strategies can be formed to help the company become more competitive.
Approaches To Achieve Customer Satisfaction:
According to Adrian Thompson Customer Satisfaction can be achieved by the
following 7 approaches:
1. Encourage Face-to-Face Dealings & Honor the companys Promises
2. Respond to Messages Promptly & Keep your Clients Informed
3. Be Friendly and Approachable
4. Have a Clearly-Defined Customer Service Policy
5. Attention to Detail (also known as 'The Little Niceties')
6. Anticipate Client's Needs & Go Out Of Your Way to Help Them Out
Benefits of Customer Satisfaction:
1. Customers stay with the company longer.
2. Customers deepen their relationship with company.
3. Customers demonstrate less price sensitivity.
4. Customers recommended companys products or services to others.
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DATA ANALYSIS
Tables - 1
1. Total sample size : 100
Q1. BANK ACCOUNTS POSESSED
Bank name No. of respondents Percentage
ICICI 44 44%
SBH 26 26%
Andhra Bank 15 15%
HDFC 10 10%
others 5 5%
Total 100 100%
INTERPRETATION:
From the above analysis it is seen that 44% of respondents have bank account in
ICICI, while 26% of the respondents have bank accounts in SBH, 15% of the
respondents have bank accounts in Andhra bank, and 10% of respondents have bank
accounts in HDFC bank and 5% of the respondents have bank accounts in other banks.
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
1 2 3 4 5
44%
26%
15%
10%
5%
Series1
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Table - 2
Q2. TYPE OF BANK ACCOUNT.
Type of accounts No. of respondents Percentage
Saving 95 95%
Current 5 05%
Total 100 100%
INTERPRETATION:
From the above table it is clear that 95% of the respondents are having saving
accounts and 5% of the respondents are having current accounts.
95%
5%
0%
10%
20%30%
40%
50%
60%
70%
80%
90%
100%
1 2
Series1
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Table -3
Q3. REASONS TO OPEN A BANK ACCOUNT
INTERPRETATION:
It is seen that the majority of the respondents that 70% of them open bank
account for the purposes of take salary through bank, while 15% of them to procure loan
and 10% of them are for cheque clearance and 5% of them to own one.
Type of transaction No. of respondents Percentage
To procure loan 15 15%
Salary through bank 70 70%
For cheque clearance 10 10%
To own one 05 05%
Other reason 00 00%
Total 100 100%
0%
10%
20%
30%
40%
50%
60%
70%
80%
1 2 3 4 5
15%
70%
10%5%
0%
Series1
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Table - 4
Q4. SATISFACTION TOWARDS EXISTING BANK SERVICE
Opinion No. of respondents Percentage
Yes 95 95%
No 05 05%
Total 100 100%
INTERPRETATION:
It is seen that the majority of the respondents that is 95% of them are satisfiedwith the existing bank service, and 5% of them are not satisfied with the existing bank
service.
95%
5%0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
1 2
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Table - 5
Q5. MAINTENANCE OF MINIMUM BALANCE
Opinion No. of respondents Percentage
Maintaining 60 60%
Not Maintaining 40 40%
Total 100 100%
INTERPRETATION:
From the above analysis it is seen that 60% of respondents are maintaining
minimum balance, and 40% of the respondents are not maintaining minimum balance.
0%
10%
20%
30%
40%
50%
60%
70%
1 2
60%
40%
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Table - 6
Q6 OPINION ON MINIMUM BALANCE
Opinion No. of respondents Percentage
Good 50 50%
Average 20 20%
poor 30 30%
Total 100 100%
INTERPRETATION:
From the above table it is clear that 50% of the respondents given rate are good,
20% of the respondents given rate as average and 30% of the respondents given rating as
poor.
0%
5%
10%
15%
20%
25%
30%
35%40%
45%
50%
Good Average Poor
50%
20%
30%
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Table - 7
Q7. OPINION ON ATM NETWORK:
Usage No. of respondents Percentage
Very regularly 70 70%
Often 20 20%
Rare 10 10%
Never 0 0%
Total 100 100%
INTERPRETATION:
From the above table analysis it is seen that 70% of respondents are using the
ATM services, and 20% of the respondents are often using the ATM services, and 10%
of the respondents are rare using the ATM services
0%
10%
20%
30%
40%
50%
60%
70%
80%
Very
Regularly
Often Rare Never
70%
20%10%
0%
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Table - 9
Q9. OPINION ON ELECTRONIC FUND TRASFER
Usage No. of respondents Percentage
Very regularly 10 10%
Often 5 5%
Rare 15 15%
Never 70 70%
Total 100 100%
INTERPRETATION:
From the above table analysis it is seen that 10% of respondents usage of
electronic fund transfer very regularly, 5% of respondents usage of electronic fund
transfer often, and 15% of respondents usage of electronic fund transfer rare, and 70%
of the respondents are never usage of electronic fund transfer.
0%
10%
20%
30%
40%
50%
60%
70%
80%
Very
Regularly
Often Rare Never
10%5%
15%
70%Series1
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Table - 10
Q10. USAGE OF ATM DRAWINGS/PER DAY
Usage No. of respondents Percentage
Maximum 60 60%
Minimum 40 40%
Total 100 100%
INTERPRETATION:
From the above table analysis it is seen that 60% of the respondents are
maximum usage of ATM drawing per day limit, and 40% of the respondents are
minimum usage of ATM drawing per day limit.
0%
10%
20%
30%
40%
50%
60%
70%
Maximum Minimum
60%
40%
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Table - 11
Q11. OPINION ATM DRAWINGS/PER DAY LIMIT OPINION RATE:
Opinion No. of. respondents Percentage
Good 60 60%
Average 20 20%
Poor 20 20%
Total 100 100%
INTERPRETATION:
From the above table analysis it is clear that 60% of the respondents giving rate
good, 20% of the respondents are given rate as average, and 20% of the respondents
given rating as poor.
0%
10%
20%
30%
40%
50%
60%
70%
Good Average Poor
60%
20% 20%
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Table -12
Q12. USAGE OF ANY WHERE BANKING:
Usage No. of respondents Percentage
Maximum 70 70%
Minimum 30 30%
Total 100 100%
INTERPRETATION:
From the above table analysis it is clear that 70% of the respondents usage of
any where banking, 30% of the respondents are minimum usage of any where banking.
0%
10%
20%
30%
40%
50%
60%
70%
80%
Maximum Minimum
70%
30%
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Table 14
Q14. FIXED DEPOSIT HOLDERS:
Opinion No of respondents Percentage
Yes 40 40%
No 60 60%
Total 100 100%
INTERPRETATION:
From the above table analysis it is clear that 40% of respondents have fixed
deposits and 60% of respondents nave no fixed deposits.
0%
10%
20%
30%
40%
50%
60%
70%
Yes No
40%
60%Series1
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QUESTIONNAIRE
Dear Respondents,
Please spend five minutes for these questions with subject to my project on
CUSTOMER ORIENTATION BY CORPORATE BANKING
Name of the Respondent :
Address :
Mobile number :
Profession :
1. In which bank/s do you poses a bank A/C--------------------------
A)ICICI B)SBH C) ANDHRA BANK D)HDFC E)OTHERS
2. Which type of account do you own : Savings/Current?
3. What made you to open a bank account?
(a) To procure loan [ ]
(b) Salary through bank [ ]
(c) For cheque clearance [ ]
(d) To own one [ ]
(e) Other reason [ ]
4. Are you satisfied with the existing bank service: yes/no
If no state the reason.
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5. This bank maintenance of minimum balance
A) Maintaining B) Not Maintaining
6. What are opinion on minimum balance
A) Good B)Average C) Poor
7. What are opinion on ATM net work
A) Very regularly B)Often C)Rare D)Never
8) What are ATM network opinion
A) Good B)Average C)Poor
9) What is opinion on Electronic fund transfer
A) Very regularly B)Often C)Rare D)Never
10) What is usage of ATM drawings per day
A) Maximum B)Minimum
11) What are opinion ATM drawings per day limit opinion rate
A) Good B)Average C) Poor
12) What is usage of any where banking
A) Maximum B)Minimum
13) What are Any where banking opinion rate
A) Good B)Average C) Poor
14) How many numbers fixed deposit holders?
A) YES B) NO
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Do you suggest any services to be provided by the corporate
banks.
.
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CONCLUSIONS
1. The charges are very high to open a new account.
2. No ATM centers in main areas.
3. No Branch Offices in Urban areas.
4. Minimum Balance in 3 Months it not maintain then bank fix the fines.
5. Charging more percentage on transfer of D.D.s & Cheques etc.
6. ICICI bank is not able to provide some special plans to students in view of giving
study loans etc.
8. ICICI bank not giving loans to farmers.
9. Most of the customers of this bank is using current account only for fast
withdrawal facility.
10. ICICI bank have no branch offices in Mandal levels.
11. Most of people are not known about this private sector bank and its rules and
regulation. People have a thought of private bank is not safe to their money.
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SUGGESTIONS
1. ICICI bank needs to open more branches in all the urban areas & mandals.
2. ICICI bank has to increase the No. of ATM centres in all the main areas.
3. ICICI bank has to concentrate on students.
4. Must be provide & increase services to the farmers.
5. Bank have to decrese the new account opening charges for the convinent to all
levels people.
6. Bank must be increase the Advertisement Promotional Activities in the rural
level.
7. ICICI Bank need to decrease the amount of 3 months minimum balance.
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