Project On Icici Bank

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INDEX

SR. PAGE
NO. CONTENTS NO.
1. INTRODUCTION 1

2. RESEARCH DESIGN 10

3. LITERATURE REVIEWS 17

4. ROLE OF ICICI BANK 21

5. COMPANY PROFIT 31

6. MOBILE BANKING 52

7. TECHNOLOGY FOCUS 59

8. RESPONSIBLE BANKING 65

9. CONCLUSION 70

10. BIBLIOGRAPHY 72

1
CHAPTER: -01
INTRODUCTION

2
ICICI Bank Limited is an Indian multinational bank and financial
services company headquartered in the city of Vadodara, India.

ICICI Bank Limited

ICICI Bank Corporate Office in Bandra


Kurla, Complex,mumbai

Formerly Industrial Credit and Investment


Corporation of India

Public
Type

Traded as • BSE: 532174


• NSE: ICICIBANK
• NYSE: IBN
• BSE SENSEX Constituent
• NSE NIFTY 50 Constituent

ISIN INE090A01021

Industry Financial services

3
Founded 5 January 1994; 28 years ago

Headquarters Vadodara, India

Number of 5,275 (2020)


locations

Area served Worldwide

Key people • Girish Chandra Chaturvedi


(Chairperson)[1]
• Sandeep Bakhshi (MD &
CEO)

Products Banking, commodities, credit


cards, equities
trading, insurance, investment
management, mortgage
loans, mutual funds, private
equity, risk management, wealth
management, asset management

Revenue ₹ 1.61
trillion (US$21 billion)[2] (2021)

Operating ₹ 422.61
income billion (US$5.5 billion)[2] (2021)

Net income ₹ 202.2


billion (US$2.7 billion)[2] (2021)

Total assets ₹ 15.74


trillion (US$210 billion)[3] (2021)

Total equity ₹ 1.53


trillion (US$20 billion)[3] (2021)

4
Number of 97,354 (2020)[4]
employees

Subsidiaries ICICI Prudential[5]


ICICI Lombard[6]
ICICI Securities[7]
ICICI Direct[8]

Website www.icicibank.com

It offers a wide range of banking products and financial services for corporate
and retail customers through a variety of delivery channels and specialized
subsidiaries in the areas of investment banking, life, non-life insurance, venture
capital and asset management.

The bank has a network of 5,275 branches and 15,589 ATMs across India and has
a presence in 17 countries.

The bank has subsidiaries in the United Kingdom and Canada; branches in United
States, Singapore, Bahrain, Hong Kong, Qatar, Oman, Dubai International Finance
Centre, China[10] and South Africa; as well as representative offices in United
Arab Emirates, Bangladesh, Malaysia and Indonesia. The company's UK
subsidiary has also established branches in Belgium and Germany.

History

ICICI Bank was established by the Industrial Credit and Investment


Corporation of India (ICICI), an Indian financial institution, as a wholly owned
subsidiary in 1994 in Vadodara however the parent company was formed in 1955
5
as a joint-venture of the World Bank, India's public-sector banks and public-sector
insurance companies to provide project financing to Indian industry. The bank was
founded as the Industrial Credit and Investment Corporation of India Bank, before
it changed its name to ICICI Bank. The parent company was later merged with the
bank. The Industrial Credit and Investment Corporation of India

(ICICI) was established on 5 January 1955 and Sir Arcot Ramasamy Mudaliar was
elected as the first Chairman of ICICI Ltd.

ICICI Bank launched Internet Banking operations in 1998.

ICICI's shareholding in ICICI Bank was reduced to 46% through a public offering
of shares in India in 1998, followed by an equity offering in the form of American
depositary receipts on the NYSE in 2000.[16] ICICI Bank acquired the Bank of
Madura Limited in an all-stock deal in 2001 and sold additional stakes to
institutional investors during 2001–02.

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 a financial institution from non-Japan
Asia to be listed on the NYSE.

ICICI, ICICI Bank, and ICICI subsidiaries ICICI Personal Financial Services
Limited and ICICI Capital Services Limited merged in a reverse merger in
2002.

During the financial crisis of 2007–2008, customers rushed to ICICI ATMs and
branches in some locations due to rumors of bank failure. The Reserve Bank of

6
India issued a clarification on the financial strength of ICICI Bank to dispel the
rumours.
In March 2020, the board of ICICI Bank Ltd. approved an investment of ₹10
billion (US$130 million) in Yes Bank, resulting in a 5% ownership interest in Yes.

Introduction
 1996: ICICI Ltd. A diversified financial institution with headquarters in
Mumbai.

 1997: ITC Classic Finance. incorporated in 1986, ITC Classic was a non-
bank financial firm that engaged in hire, purchase and leasing operations.
At the time of being acquired, ITC Classic had eight offices, 26 outlets and
700 brokers.

 1997: SCICI (Shipping Credit and Investment Corporation of India).

 1998: Anagram (ENAGRAM) Finance. Anagram had built up a network of


some 50 branches in Gujarat, Rajasthan, and Maharashtra that were
primarily engaged in the retail financing of cars and trucks. It also had
some 250,000 depositors.

 2001: Bank of Madura.

 2002: The Darjeeling and Shimla branches of Grindlays Bank.

 2005: Investitsionno-Kreditny Bank (IKB), a Russian bank.

 2007: Sangli Bank. Sangli Bank was a private sector unlisted bank,
founded in 1916, and 30% owned by the Bahte family. Its headquarters
7
were in Sangli in Maharashtra, and it had 198 branches. It had 158 in
Maharashtra and 31 in Karnataka, and others in Gujarat, Andhra Pradesh,
Tamil Nadu, Goa, and Delhi. Its branches were relatively evenly split
between metropolitan areas and rural or semi-urban areas.

 2010: The Bank of Rajasthan (BOR) was acquired by the ICICI Bank in
2010 for ₹ 30 billion (US$390 million). RBI was critical of BOR's
promoters not reducing their holdings in the company. BOR has since been
merged with ICICI Bank.

 The Indian growth story has cast important implications on the capital
market, which has grown sharply with respect to several parameters
ranging from number of stock exchanges, other intermediaries and listed
stocks to trading volumes, turnover, market instruments and investor
population. The unprecedented growth indicates that the securities markets
would have a huge demand for professionals every year. However, the
roles in this area call for specialized knowledge and skills. There is,
therefore, the need to build a resource base of skilled professionals for the
securities market

 ICICI Bank has partnered with National Institute of Securities


Markets (NISM) to launch Post Graduate Certificate in Securities Markets
(PGCSM). The programme aims to create professionals such as Treasury
dealers, Fund Managers, Analysts, Institutional Sales Professionals, and
Investment Advisors in the securities markets. This partnership is part of
ICICI Group's strategy to capacitise for growth

8
 Geographical areas

 Haryana

 Mumbai

 Chennai

 Bangalore

9
 Delhi

 Karnataka

 Bihar

 Orissa

About ICICI Bank

ICICI Bank is India’s largest private sector bank with total assets of ₹. 9,188
billion at March 31, 2016 and profit after tax ₹ 97.26 billion or the year ended
March 31, 2016 ICICI Bank currently has a network of 4,450
Branches and 13,766 ATM’s across India.

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 specialised subsidiaries 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 and Canada;
branches in United States, Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar,
Oman, Dubai International Finance Centre, China and representative offices in
United Arab Emirates, South Africa, Bangladesh, Malaysia and Indonesia. The
company’s UK subsidiary has also established branches in Belgium and
Germany
For more information visit www.icicibank.com
10
CHAPTER: - 02
RESEARCH DESIGN

11
RESEARCH METHODOLOGY

Meaning of research
Research is defined as a scientific as “A systematic search for pertinent
information on specific topic. it is an art of information .it is a systematized
effort to gain new knowledge.”

The objective of my study is research on comparative analysis of ICICIBank.


The study is qualitative.

Research methodology here includes:

• main objective of the study

• types of research

• research problem

• research design

• sources of data

• method of data collection

• analysis of data

• limitation

12
Main objective of study
• To study the consumer satisfaction withICICI.

• To know about the consumer spending pattern

• towards credit cards andpersonal loans.

• To make comparative analysis of various

• privileges provided by ICICI Bank in

• case of personal loan and credit cards.

• To undertake the comparative analysis of

• privatize banks (ICICI Bank) in

• saving accounts sector.

13
TYPES OF RESEARCH

• QUALITATIVE RESEARCH

• As it includes comparative analysis of various

• privilege provided by bank.

• DESCRIPTIVE RESEARCH

As it includes research research and the most important purpose of descriptive is


the description Research problem .The first step while conducting any type of
research is deciding of the problem on which the research has to be done. It
refers to some difficulty which the researcher experience in the context of either
theoretical or practical situation and wants the solution for the same. My
research problem research problem is to know comparative analysis on various
privilege provided by ICICI bank towards credit cards and personal loans.

Research design
A research design is the arrangement of conditions for collection and analysis of
data in a manner that aims to combine relevance to research purpose with
economy in procedure. Decisions regarding what, where, when, how much by
what Mean concerning an enquiry or a research study constitute a research study
constitute a research design.

14
Sources of data
The data collection begins after a research problem has been defined and research
design has been checked about the sources of data collection to be used for study
the research problem defines the nature of data Basically, there are two types of
data:

• Primary data:-
Primary data are those which are collected afresh
and for the first time. It may be described as those data which have been
observed and recorded by researchers for the first time.

• Secondary data:-
Those data have been collected by
someone else and which have already been gone through the statistical
process & literature, periodicals. I have used primary and secondary data
in my study Sampling unit.

In my project I Basically used two sampling units


that are:
• Individual sampling unit.

• Organization sampling unit.

15
Sample size
While doing my research regarding my project I have used a sample size of 100
individual a done the comparative analysis

Types of sampling
The type of sampling that I used while doing my research is convenience

sampling Method of data collection There are two methods 1. Primary source:

observation method, interviews, questionnaires through schedule etc. 2.

Secondary source: annual reports of an organization newspaper published,

records, magazines annual reports. I basically used questionnaire and personal

interview

16
CHAPTER: - 03
LITERATURE
REVIEW

17
Literature review

• Ali Ataullah (2004) Concluded that there is still room for improvement in
the efficiency of banks in both the countries. A step forward for the
liberalization programmer , therefore, is not only to deregulate interest
rates and enhance the level of competition but also to strengthen the
instructional structure to support good practices in the banking industry

• Gupta Sumeet&VermaRenu (2008) concluded that management of non-


performing assets and risk emanating from adverse event is the key to
higher profitability of the Indian banking. Transparency andgood
governance would work as principal guiding force in present scenario

• GhoshSaibal (2009) concluded that with international standards, Indian


banks would need to improve their technological orientation and expand
the possibilities for augmenting their financial activities in order to
improve their profit efficiency in the near future.

• .Kumbhar Vijay (2011) this study intended at comparative investigation


of the customer satisfaction in ATM service in public and private sector
banks and observed that effectiveness of ATM services, perception and
service quality dimensions.

• Dr. Ibrahim Syed M (2011) concluded that this is Diagnostic and


exploratory in nature and makes use Secondary data. The study finds and
concludes that the Scheduled commercial banks in India have significantly
improved their operational performance
18
• Singh and Saxena (2011) conducted a study on customer satisfaction
regarding the use of ATMs and revealed that the ICICI Bank, being the
largest private sector bank, must make its customers satisfied to sustain in
this world of competition

• Dr. R Renuka and Mr. Paulraj (2014) the study reveals that ATM
services play key role to minimize customers time and energy. The study
focused on the customer satisfaction towards ATM services offered by the
banks and tries to suggest some ways out to improve their level of services.

• Uppal and Rosy Chawla (2009) in their article entitled, “E-delivery


channel based banking services: stated with globalization trends world
over, E-channels facilitates bank customers by providing 24 hours a day 7
days week services, it provides more customer satisfaction.

• Dr. Pardhan Kumar Tanmaya (2012) Concluded that The study is based
on primary data. The data has been analysed by Percentage method. The
tool used to collect data from the bank officials was a structured
questionnaire. Responses obtained from the 50 Bank managers senior
officers

• Dr. Dhanabhakyam M &Kavitha M. (2012) studied that banks have to


re- orient their strategies in the light of their own strength and the kind of
market in which their likely to operate on. In the perspective of this
domestic and international development, the banking sector has to chart
perfect for development.

19
• Gupta Shipra (2012) concluded that- Public and Private sector banks
both are giving good service in India. Financial condition of any bank is
measured by the help of financial ratio. A leverage ratio cannot do the
job alone it needs to be complemented by other prudential tools or
measures to ensure comprehensive picture of the build-up of leverage in
individual banks or banking groups as well as in the financial system

• Sharma Esha (2012) concluded that- The liberalized policy of the govt.
of India permitted entry to the ICICI in the banking; the industry has
witnessed a generation of private players. That’s why the present Paper
special emphasis has been laid down on the financial analysis of the
bank by using different Research ant statistical tools

• Gejalakshami Sandanam & et.al (2012) , Concluded that the public


sector banks performed remarkably Well during the period than that of
the private sector banks the overall regression analysis show that the
Financial performance of the banking industries strongly

• Goel Cheenu & Rekhi Bhutani Chitwan (2013) concluded that the
analysis supports that new banks are More efficient than old ones. The
public sector banks are as not profitable as other sectors are. It means
That efficiency and profitability are inter related

• Davda V. Nishit (2012) Concluded that a review of fundamental analysis


research in accounting the Paper has outlined the development of different
accounting valuation model and reviewed related Emperical work

20
CHAPTER: - 04
Role of ICICI bank

20
Abstract
ICICI Bank is a second largest and leading bank of private sector in India. It does
head India. ICICI Bank was established by the Industrial Credit and Investment
Corporation of India (ICICI), AN Indian financial institution, as a wholly owned
subsidiary in 1994. The present company was formed in 1955 as the joint-venture
of World Bank. The bank was initially known as Industrial Credit and Investment
Corporation of India before it changed its name to the abbreviated ICICI Bank.
ICICI bank became the first Indian bank to list on the New York Stock Exchange
and his network cover with 19 countries including India. 84096 total numbers of
employees, 4,850 branches and 14,404 in ICICI Bank.

Similarly, ICICI Bank started to investigate ways of reaching poorer rural clients
with micro loans early in the new century. A number of factors worked together to
convince ICICI Bank, India’s second largest commercial bank, to enter the
microfinance market in 2002. Motivated by priority sector targets, as well as the
internal drive to “be a leader in every field of banking”, and the belief that some of
the new micro finance clients will eventually graduate into mainstream banking
(Harper, forthcoming), ICICI Bank also purchased, in 2001, the privately owned
Bank of Madura, in Southern India.
Keywords: ICICI bank, commercial bank, private sector, credit and investment

Introduction
Bank is a financial institution that performs several functions like accepting
deposits, lending loans thus helps in agriculture and rural development etc. Bank
plays an important role in the economic development of the country. Without a
sound and effective banking system, no country can have a healthy economy. It is
21
necessary to encourage people to deposit their surplus funds with the banks. These
funds are used -for providing loans to the industries thereby making productive
investments. The most important role of a bank is to connect those who have
capital with those who need capital. India is not only the world’s largest
independent democracy, but also an emerging economic giant. For the past three
decades, India’s banking system has several outstanding achievements. This is one
of the reasons of India’s growth process. According to joint report prepared by
KPMG-Confederation of Indian Industry (CII), Indian banking sector is poised to
become fifth largest by 2020. The report also states that bank credit is expected to
grow at a compound annual growth rate of 17 per cent in coming years. After post
economic liberalization and globalization, there has been a significant impact on
the banking industry. The Indian banking system consists of 26 public sector
banks, 25 private sector banks, 43 foreign banks, 56 regional rural banks, 1,589
urban cooperative banks and 93,550 rural cooperative banks, in addition to
cooperative credit institutions.

An efficient banking system is recognized as the prime requirement for the overall
progress of any nation. Bank is a most important institution of any Nation; banks
give him more financial and non-financial support for our necessity. Without bank
or finance we cannot suffer in our life, every step of our life we wants finance but
money is not useful or important for every condition. Finance and services both are
our necessity, so without systematically process cannot suffer in our life or our
society, so banking sector is most important for our systematically life. Banks are
those sector he give him financial or non-financial support.

In this time life move very fast and this modern life all wants more to before and
after conditions of banks are very changed. The banks (Government with Private)
22
give him various facilities and government or private banks always tried to give
him better for our society. In this time both type of banks in all areas, so every type
of bank wants well working, facilities, process, complete satisfaction, customer’s
choice etc.

ICICI bank profile


ICICI Bank is a second largest and leading bank of private sector in India. It does
head India. ICICI Bank was established by the Industrial Credit and Investment
Corporation of India (ICICI), An Indian financial institution, as a wholly owned
subsidiary in 1994. The present company was formed in 1955 as the joint-venture
of World Bank. Thebank was initially known as Industrial Credit and Investment
Corporation of India before it changed its name to the abbreviated ICICI Bank.
ICICI bank became the first Indian bank to list on the New York Stock Exchange
and his network cover with 19 countries including India. 84096 total numbers of
employees, 4,850 branches and 14,404 in ICICI Bank.

Objective of the study


• To analysis the Role of ICICI bank in Economic development in India.
• To analysis the financial performance of ICICI bank.
Year ICICI
No. of Branches Additional made
2008-09 1419 ------
209-10 1707 288
2010-11 2529 822
2011-12 2750 221
12-13 3100 350
13-14 3753 653
14-15 4070 317
Source: compiled from annual report of ICICI
23
By observing table no.1 showing that the ICICI bank has more number of
branches. It is a private bank but Year by year growth of branches of continues
grow till the date. ICICI growth of ATMs has been continuing in banks. Highly
growth of branches in year 2011-12 and lowest growth is in year 2013-14 in
ICICI Bank.

Services Offered by ICICI Bank


• Management Accounts
• Funds Transfer
• Card less Cash Withdrawal
• Recharge Prepaid Mobile/DTH Connection
• Pay Utility Bills
• Credit Card Payments
• ICICI Bank Fixed Deposits/Recurring Deposits
• Fixed Deposits
• ICICI Bank Recurring Deposits
• Internet Banking
• Mobile Banking
• Pockets by ICICI Bank
• Find ATM / Branch etc.

24
Motivation for the linkage
Similarly, ICICI Bank started to investigate ways of reaching poorer rural clients
with micro loans early in the new century. A number of factors worked together to
convince ICICI Bank, India’s second largest commercial bank, to enter the
microfinance market in 2002. Motivated by priority sector targets, as well as the
internal drive to “be a leader in every field of banking”, and the belief that some of
the new micro finance clients will eventually graduate into mainstream banking
(Harper, forthcoming), ICICI Bank also purchased, in 2001, the privately owned
Bank of Madura, in Southern India. The Bank had a substantial portfolio of loans
to 600 SHGs, and ICICI Bank had to integrate these accounts into its business
model. The Bank of Madura staff had received model of lending direct to SHGs.
without any form of financial or management intermediation (Nair, et al., 2005)
[4]. However, the Bank of Madura approach was later abandoned in favour of a
variant of the unique ICICI facilitation linkage.

Result and discussion


Today, banks have diversified their activities and are getting into new schemes and
services that include opportunities in credit cards, consumer finance, life and
general insurance, investment banking, mutual funds, pension fund regulation
services, etc. Today, the banking sector is one of the biggest service sectors in
India. The focus of banks has shifted from customer acquisition to customer
retention by providing various products like internet banking, ATM services,
telebanking and electronic payment etc. The facility of internet banking enables a
consumer to access and operate his bank account without actually visiting the bank
premises. The facility of ATMs and extensive training (from NABARD) on the
promotion of SHGs, and ICICI initially followed their credit/debit cards has also
25
helps a lot. Banks can contribute to a country’s economic development in the
following ways:

Removing the deficiency of capital formation:-


In any economy, economic
development is not possible unless there is an adequate amount of capital
formation. The serious capital deficiency in developing Countries is removed by
banks. Sound banking system mobilizes small savings of the community and
makes them available for investment in productive enterprises. Banks mobilise
deposits by offering attractive rates of interest and thus convert savings into active
capital. Otherwise that amount would have remained idle. Banks distribute these
savings through loans among productive enterprises which are helpful in nation
building. It facilitates the optimum utilization of the financial resources of the
community.

Helps in generating employment opportunity:-


Banks helps in providing
financial resources to industries and that helps in automatically generate
employment opportunity. Especially employment generated by banking sector
every year runs in millions. Equally revenue generation through tax and dividend
collection by the government invested every year. While revenue and employment
generation are two very important contributions, successfully maintaining healthy
credit line to industrial sector as well as to overall economy is another important
contribution of financial sector

Financial assistance to Industries:-


The commercial banks finance the industrial
sector in a number of ways. They provide short-term, medium-term and long-term
loans to industry. The Industrial Development Bank of India is the main institution
26
in India providing financial assistance to the industrial sector. It provides direct
financial assistance to the industrial enterprises in the form of granting loans and
advances, and purchasing or underwriting the issues of stocks, bonds or
debentures. The creation of the Development Assistance Fund is the special of the
IDBI. The Fund is used to provide assistance to those industries which are not able
to obtain funds mainly because of heavy investment involved or low expected rate
of returns. IDBI gives guidance to start a business. To facilitate an easy access to
finance by Micro and Small Enterprises, the Government/RBI has launched Credit
Guarantee Fund Scheme to provide guarantee cover for collateral free credit
facilities extended to MSEs upto Rs 1 Crore. Moreover, Micro Units Development
& Refinance Agency (MUDRA) Ltd. was also established to refinance all Micro-
finance Institutions (MFIs), which are in the business of lending to micro / small
business entities engaged in manufacturing, trading and services activities up to Rs
10 lakh.

Promote saving Habits of the people:-


Bank attracts depositors by introducing
attractive deposit schemes and providing higher rates of interest. Banks providing
different kinds of deposit schemes to its customers. It enables to create saving
habits among people. Bank open different accounts to attract customer. These
accounts are opened as per the requirements of customers such as current
account, fixed deposit account, saving account and recurring account etc.

Financial assistance to Consumer Activities:-


People in underdeveloped countries
being poor and having low incomes do not have sufficient financial resources to
buy durable consumer goods. The commercial banks advance loans to consumers
for the purchase of such items as houses, furniture, refrigerators, etc. In this way,

27
they also help inraising the standard of living of the people in developing countries
by providing loans for consumption activities.

Helps in implementing Monetary Policy:-


The commercial banks help the
economic development of a country by implementing the monetary policy of the
RBI. RBI depends upon the commercial banks for the success of its policy of
monetary management in keeping with requirements of a developing economy.
Thus the commercial banks contribute much to the growth of a developing
economy by granting loans to agriculture, trade and industry, by helping in
capital formation and by following the monetary policy of the country.

Financial facilities for Trade:-


The commercial banks help in financing both
internal and external trade. The banks provide loans to retailers and wholesalers to
purchase goods in which they deal. They also help in the movement of goods
from one place to another. Banks provide all types of facilities such as
discounting and accepting bills of exchange, providing overdraft facilities, issuing
drafts, etc. for promoting the trade. Moreover, they finance both exports and
imports of developing countries by providing foreign exchange facilities to
importers and exporters of goods. Exim Bank of India and the Government of
Andhra Pradesh has signed a Memorandum of Understanding (MoU) to promote
exports in the state.

Foreign Currency Loans:-


Foreign currency loans are meant for setting up of new
industrial projects. Banks also helps in providing loans for expansion
diversification, modernization or renovation of existing units. Banks also helps in
financing import of equipment from abroad and/or technical knowhow.

28
Promotion of New Entrepreneurs:-
Development banks in India have also
achieved a success in creating a new class of entrepreneurs and spreading the
industrial culture. Special capital and seed Capital schemes have been introduced
to provide equity type of assistance to new and technically skilled entrepreneurs
who lack financial resources of their own. Development banks have been
actively involved in the entrepreneurship development programmes. Innovations
are an essential prerequisite for economic development. These innovations are
mostly financed by bank credit in the developed countries. But in
underdeveloped countries, entrepreneurs hesitate to invest in new ventures and
undertake innovations largely due to lack of funds and high chances of risk.
Facilities of bank loans enable the entrepreneurs to step up their investment on
innovational

29
References

1. Bhattacharjee BJ. Perception of Customers towards Services of Branches of


Nationalized Commercial Banks of Semi Urban Areas with Special Reference
to E-Technology. International Journal of Research In Computer Application
& Management 2011;1(8):24-29.

2. Uppal RK. Emerging Issues and Strategies to Enhance M -Banking


Services. African Joumal of Marketing 2010;2(2):54-56.

3. Ananth B. Financing microfinance – the ICICI Bank partnership model. Small


Enterprise Development2005;16(1):56-58.

4. Nair T, Sriram MS, Prasad V. ICICI Bank, India. Published in Small


Customers, Big Markets. Edited by Harper, M. and Arora, S.S. ITDG
Publishing, United Kingdom 2005, 124-126.

5. Ramaiingam P. 'Usage Pattern of Credit Card Holders'. Indian Journal of


Finance 2009;3(4):7-18.

30
CHAPTER: - 05
COMPANY
PROFILE

31
ORGANIZATION STRUCTURE OF ICICI BANK

• Retail banking.

• Wholesale banking

• Project finance and special assets management

• International business

• Corporate bank

Retail banking’s banking in which banking institutions execute transactions


directly with consumers, rather than corporations or other banks. Services
offered include savings and transactional accounts, mortgages, personal loans,
debit cards, and credit cards.

Wholesale banking. Is the provision of services by banks to the likes of


Mortgage Brokers, large corporate clients, mid-sized companies, real estate
developers and investors, international trade finance businesses, institutional
customers (such as pension funds and government entities/agencies), and
services offered to other banks or other financial institutions.

32
Project finance Is the medium- to long-term financing of infrastructure and
industrial projects based upon the projected cash flows of the project rather
than the balance sheets of the project sponsors.

Special assets management

1. The management of a client’s investments by a financial services company,


usually an investment bank. The company will invest on behalf of its
clients and give them access toe wide range of traditional and alternative
product offerings that would not be to the average investors.

2. An account at a financial institution that includes checking services, credit


cards, debit cards, margin loans, the automatic sweep of cash balances into
a money market fund, as well as brokerage services.

International Banking Facility (IBF)Is a separate account established by a


U.S. bank, or a US branch/subsidiary of a foreign bank, or an Edge Act
Corporation in the United States to offer services to only non-US residents and
institutions. The services offered include deposit and loan services. (Note, an
IBF is not necessarily a separate legal entity.)

One Corporate CentreIs an office skyscraper in Pasig City, Metro


Manila,Philippines.It is the13th-tallest building in the country and Metro Manila
as well with a height of 202 meters (662.73feet)From ground to tip of
architectural antenna. The building has 45 floors above groundincluding 7
floors for commercial purposes, and 9 basement levels for parking

33
VISION AND MISSION OF ICICI BANK

VISION

• To ensure most cost effective power for sustained growth of India.

• To provide clean and green power for secured future of countrymen

• Constituent associates & stakeholders.

• To continuously upgrade & update knowledge & skill set of its human
resources.

• To achieve excellence in every activity we undertake

MISSION

We will leverage our people, technology, speed and financial capital to:

• Expand the frontiers of our business globally.

• Play a proactive role in the full realization of India‟s potential.

• Maintain high standards of governance and ethics.

34
• Create value for our stakeholders.

• To ensure most cost effective power for sustained growth of India.

• To provide clean and green power for secured future of countrymen.

• To achieve excellence in every activity we undertake

PRODUCTS AND SERVICES BANKING ACCOUN


TS

ICICI Bank is the largest private sector bank in India in terms of market
capitalization. It is also the second largest bank in India in terms of assets with a
total asset of ` 3,674.19 billion (US$ 77 billion) as on June 30, 2009. For the
quarter ended on June 30, 2009, the total profit after tax has been ` 8.78 billion.
Formerly known as Industrial Credit and Investment Corporation of India, ICICI
Bank has an extensive network of 1,544 branches with about 4,816 ATMS located
across India and in 18 other countries. ICICI Bank serves over 24 Million
customers throughout the world. It is considered as one of the ‘Big Four Banks’ in
India along with State Bank of India, HDFC Bank and Axis Bank.

ICICI Bank provides a wide array of banking products and financial services to its
retail and corporate customers. It has a wide variety of delivery channels and
specialized affiliates and subsidiaries that ensure the flow of its offerings in the
areas like investment banking, venture capital, life and non-life insurance and asset
35
management. This bank is also India's largest credit card issuer. The equity share
of ICICI Bank is listed on various stock exchanges like NSE, BSE, Kolkata Stock
Exchange and Vadodara Stock Exchange etc. Its AD are also listed on the New
York Stock Exchange.

ICICI Bank also has the largest international balance sheet among all the banks in
India. It is also expanding its business in the overseas market at an enviable pace.
In Q2 September 2008, ICICI Bank recorded a 1.15% growth in net profit over Q2
September 2007 to reach at ` 1,014.21 crores. The current and savings account
(CASA) ratio of the bank also went up from 25% in 2007 to 30% in 2008.

Subsidiaries and Branches


ICICI Bank has branches and subsidiaries in the following countries:

36
Channels

ICICI Bank has the following channels through which it offers its products
and services to its customers.

• Branches

• ATMs

• Internet Banking

• Mobile Banking

Phone Banking

ICICI Bank Products and Services

ICICI Bank offers a host of products and services to its clients, which include
Deposits, Loans, Cards, Investments, Insurance, Demat, NRI Services and Online
Services etc.

Deposits

Following deposits are offered:

• Savings Account

• Advantage Deposit

37
• Special Savings Account

• Life Plus Senior Citizens Savings Account

• Fixed Deposits

• Security Deposits

• Recurring Deposits

• Tax-Saver Fixed Deposit

• Young Stars Savings Account

• Child Education Plan

• Bank@Campus

• Salary Account

• Advantage Woman Savings Account


• EEFC Account

• Resident Foreign Currency (Domestic) Account

• Privilege Banking

38
• No Frills Account
• Rural Savings Account

• People's Savings Account

• Self Help Group Accounts

• Outward Remittance

• Freedom Savings Account

• Family Banking

Loans
ICICI Bank offers following loan facilities:

• Home Loans

• Loan Against Property

• Personal Loans

• Car Loans

• Two Wheeler Loans

• Commercial Vehicle Loans

39
• Loans Against Securities

• Loan Against Gold Ornaments

ICICI Home Loans

.ICICI Bank is the largest provider of Home Loans in India. ICICI Home Loans
offer unbeatable benefits to ensure that its clients get the best deal without any
hassles. ICICI Bank Home Loans provide loans not only at competitive interest
rates, but also are so designed that they cater to the specific needs of consumers.
New products / New features in existing products are introduced from time to time
based on customer feedback. ICICI Bank offers easy home loans for purchase or
construction of flat or house.
The benefits associated with ICICI Home Loans which give them an edge over
other players in the market are:

• Attractive and customer friendly loan interest rates

• Loans as low as INR 0.2 million is available

• Term loans up to 20 years is available

• Loans come with a Free Personal Accident Insurance Policy

• Premium charged in case of insurance options for Home Loans is also


attractive.

• Simplified Documentation
40
• Doorstep Service

• Home Loans can be sanctioned even before selecting a property

(All the above facilities are situational and subject to changes according to the
company's discretion.)
With varied offering of house loans and home finance, ICICI Bank Home Loans
provide a variety of options to its customers from which they can choose the one
that suits them the best. The various policies or terms of ICICI Home Loans are:

• Fixed Rate Home Loan

• Adjustable Rate Home Loan or Floating Rate Home Loan

• Partly Fixed and Partly Floating Rate Home Loan

• Smartfix Home Loan

• Moneysaver Home Loan

The other types of loans include Land Loans, Office Premises Loans, Home
Improvement Loan and Home Loan for NRI. One can also leverage his/her
existing property to get a Loan against Property, Property Overdraft or Lease
Rental Discounting. All of these are available at a fixed rate or an adjustable
rate of interest.
Another significant feature of ICICI Home Loans is that it allows the
customer transfer the balance of his/her existing home loan from other banks.
Moreover, the Home Loans are also liable to tax benefits.
Thus,for all good reasons mentioned above, ICICI Home Loans have been
and will be the most sought after in the distant future
41
ICICI Bank Credit Cards

The provision of paying for an expensive commodity in easy installments is


the basic advantage of using a credit card. An ICICI Credit Card provides the
facility of cash, convenience and a range of benefits, anywhere in the world.

The benefits associated with ICICI Bank Credit cards are:

• Free cards for a lifetime

• Insurance benefits

• Global emergency assistance service

• Discounts

• Utility payments

• Travel discounts and and a few others.

ICICI Bank also offers a range of cards, each designed for a specific purpose as
follows:

• Premium Card

• Co-branded Card

• Classic Card

42
• Affinity Card

• Picture Card

• Corporate Card

• EMI Card

• Preferred Card

• Value for Money Card

The Premium Credit Card from ICICI Bank provides the card bearer, the
benefits of owning an exclusive Credit Card for his/her convenience and usage.
The card includes special deals to complement the bearer's lifestyle. Other
cards in this category include Super Gold Credit Cards, Platinum Credit Cards
along with Travel Cards for Airmiles, the best holiday packages and air tickets.
A Golf Credit Card comes with a free membership of the Indian Golf Union
along with special Golfing benefits.

The Co-branded Credit Card provides access to various useful commodities


the consumption of which would otherwise be expensive. For example an ICICI
Bank Co-branded Card of a departmental chain can enable the consumer to buy
commodities at a lesser cost than he would normally have to do without the
card.

43
ICICI Bank Investments Plans

• ICICI Bank Tax Saving Bonds

• Mutual Funds

• Government of India Bonds

• Initial Public Offers (IPO) by Corporates

• Foreign Exchange Services

• ICICI Bank Pure Gold

• Senior Citizens Savings Scheme, 2004

Insurance Plans

• Home Insurance

• Health Insurance

44
• Health Advantage Plus

• Family Floater

• Personal Accident

• Travel Insurance

• Individual Overseas Travel Insurance

• Student Medical Insurance

• Motor Insurance

• Car insurance

• Two Wheeler Insurance

• Life Insurance

• ICICI Pru LifeTime Gold

• ICICI Pru LifeState RP

NRI Services By ICICI Bank

Following services are offered to the NRIs:

45
• Money Transfer

• Bank Accounts

• Investments

• Home Loans

• Insurance

• Loans Against FD

ICICI Mobile Banking

A user friendly automated service menu offers customers, a convenient access to


their accounts coupled with security. All the transactions are protected by a ATM
PIN (Personal Identification Number) which is a personal password to their
respective Bank & Credit Card Account and Tpin in case of Demat Account . Any
additional assistance is provided by the Phone Banking Officers (PBOs).
Self Phone Banking (IVR) Access Mechanisms are as follows :

• For Deposits, customer needs to key-in his ATM or Debit Card Number and
its corresponding ATM PIN.

• For Credit Cards , customer needs to key-in his 16 digit Card Number and its
corresponding ATM PIN.

• For Demat Account Holders , customer needs to key-in his 14 Digit Demat
Account Number and its TPIN
46
• For Bond Account Holders, customer needs to key in the Bond Holder
Number only.

• All the above facilities are obtained absolutely free of charge.

Bank services:

• Account Balance

• Mini Statement

• Cheque Book Request

• Cheque Status Enquiry

• Stop Cheque Payment

• Utility Bill Payment

• Internet Userid

• Mobile banking Registration

Card Services:

• Outstanding Balance

• Details of Last Statement


47
• Details of Last Payment

• Last five Transactions

• Reward Points status

Demat Services:

• ISIN query

• Holding statement

• Transaction History

• Submitting Delivery Instructions

• Request for Instruction Booklet

• Information on Redemption:

• Information on Interest

• Information on Despatch of Bonds certificates

Other Services:
48
• Loss or Replacement of card

• Re-issue of ATM PIN

• Standing Instructions

• Complaints and suggestions

• Inquire about any ICICI Bank product

Registration for Phone


Banking
Any Account ,Card or Bond holder at ICICI Bank is liable to enjoy Phone
Banking Facility by default. Hence no registration needs to be done for it. In
case of Demat account, one just have to fill the form and drop it at the
nearest ICICI Bank Branch or ATM. Such is the gift of ICICI Phone
Banking Service .

Corporate Address and Contact


Number
ICICI
Bank
ICICI Bank
Towers
C - 15, G - Block, Bandar Kurla
Complex
Bandra (E)
Mumbai -
400 051
Tel: +91-22-
26531414
Fax: +91-22-26531122 /
52
368 / 212

ICICI Bank
Website
www.icicibank.com

ICICI Bank Informational Data


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53
54
CHAPTER: -06
Mobile banking

55
Mobile Banking
Discover a quick, simple and convenient way to take command of your bank
account, on your mobile phone, witICICIBankMobileBanking.

56
Access our banking services on the go from the comfort of your smartphone, with
ICICI Bank Mobile Banking facility. Designed to work smoothly on all new-age
smartphones, our user-friendly mobile banking services make it possible for you to
experience convenient end-to-end management of your bank account. Explore our
mobile banking platform and discover a quick and simple way to operate your
account from anywhere, at any time.

Mobile banking from ICICI Bank gives you the following advantages:

• Your banking is safe and secure

o You can access your bank account more conveniently.

o Paying your telephone, electricity and other utility bills is easier.

o You get many exciting offers and discounts.

• You can even enjoy banking services without the internet through SMS
banking and National Unified USSD Platform (NUUP)

Want to avail ICICI Bank Mobile Banking services? The registration to get started
is quickand easy

57
ICICI Bank Mobile Banking services:
We offer an extensive range of mobile banking services, right from a responsive app
to the convenient National Unified USSD Platform. Explained below are the key
solutions we offer as a part of our mobile banking services.

iMobile Pay

This is a comprehensive mobile banking app from ICICI Bank, with over 250
services on offer. Download this app today and enjoy complete control of your bank
account from your mobile itself. With this app, you can transfer funds, pay your bills
and book tickets. You can also pay for recharges, start a deposit and do a lot more.

Pockets by ICICI Bank


Pockets by ICICI Bank is an app that acts as a unique ‘digital bank’. It’s like a wallet
that offers you a virtual place to store your money. You can also use it for various
transactions like paying for a mobile recharge, sending money and gifts, paying bills
and so much more.

And that’s not all. You can also personalise the app’s user interface as you like. It
even gives you the option to open a zero-balance savings account. With Pockets by
ICICI Bank, you get to try more than 100 services, making it a must-have mobile
banking app.

SMS Banking
Don’t have access to the internet? Never mind. You need not worry, because you
don’t need a smartphone or a data plan activated on your phone to avail our mobile
banking services. Our SMS banking service allows you to pay your bills, recharge
prepaid services and avail banking services by just sending a simple SMS.
58
m.icicibank.com
m.icicibank.com gives you the convenience of banking even when you are on the
move. Avail mobile banking services, manage your account and enjoy internet
banking services such as fund transfers, bill payments and prepaid mobile or DTH
recharges from anywhere, at any time.

Mobile Money
Mobile Money is an account on your phone with your mobile number itself as the
account number. ICICI Bank offers Mobile Money accounts in association with
telecom network providers. Using the mobile banking features available through
your Mobile Money account, you can deposit funds, make prepaid recharges and
pay your bills. You can also transfer funds, withdraw cash and pay for merchant
services.

DMRC Metro Card Recharge


You can recharge your metro card instantly with the DMRC Metro Card recharge
facility from ICICI Bank. This feature is available in the Delhi and NCR region
through mRupee outlets of MMPL, which is a subsidiary of Tata Teleservices
Limited

Call to Pay
A simple phone call is all it takes to pay your utility bills, recharge any prepaid
mobile or DTH connection through our Call to Pay service.

59
IMPS
Immediate Payment Service is an interbank electronic instant mobile money transfer
service through mobile phones. Our IMPS service helps you access your Bank
Account and transfer funds instantly.

Dial *99# (NUUP)

ICICI Bank brings you the National Unified USSD Platform (NUUP), which is a
simple and convenient way to access your bank account from your mobile phone,
even without an internet connection. Using the NUUP service, you can transfer funds
and get access to details such as your account balance and your mini account
statement.

To access NUUP, simply dial *99# from your mobile to access your account
instantly. You will be required to enter the IFS Code, which is ICIC

ICICI Bank Partners With Reliance Indiamobile To


Launch Mobile Banking Service
ICICI Bank, India’s second largest Bank, in association with Reliance
Infocomm, India’s largest mobile service provider, today launched a truly
interactive mobile banking service in India.

ICICI Bank customers through their Reliance mobile handsets can now avail of
a gamut of banking services free of charge. The services can be accessed
directly from R World on the handset. A customer can view their ICICI Bank
account balance, get mini statements and make requests for cheque books.
Apart from viewing presented bills, a customer can also pay bills by direct

60
debit to the bank account. The service also enables a customer to locate an

ATM or bank branch. On selecting any of these, the customer is connected


directly to the bank and the result is displayed instantly on the handset.

To avail of the mobile banking service, a customer can register at any of the ICICI
Bank branches, dial the call center or through Internet banking. Commenting on this
initiative, Mr. Anup Bagchi, General Manager, ICICI Bank, said, “With this alliance,
we have leveraged technology to synergise the
benefits of a mobile phone with our banking services. This will provide the
customer with a convenient anytime-anywhere banking environment”
“R World’s menu driven process offers the convenience of banking, while being
on the move. The highly advanced and intuitive user-interface features
of the R-World, available to the more than 7 million RIM users, makes mobile
banking practical and user-friendly. R World ensures the subscriber receives
answers to requests immediately within the same session. And all this at no
charges,” said Mahesh Prasad, President, Applications and Services Group,
Reliance Infocomm.
The Java-based R World suite of Reliance Indiamobile Internet applications is
unique in India and the world. Around 7 million subscribers all over India
currently use R World, which offers a range of innovative services on Reliance
Indiamobile that helps its customers to access Information, Communication,
Entertainment; Transaction based applications on the move.

61
Chapter-07
TECHNOLOGY
FOCUS

62
The Bank’s technology initiatives are aimed at enhancing value and offering
customers greater convenience and improved service levels while optimising costs.
The Bank continues to invest in key technological areas like mobility, cognitive
intelligence, blockchain, natural language processing, machine learning, API
banking, micro-services, cloud, ecosystem synergies, Robotics Process Automation
(RPA) and other new-age technologies that provide an edge to the Bank’s offerings
to its customers and deliver its strategic objectives.

The technology strategy is based on the following set


of guiding principles:

1. Superior customer convenience

2. Alignment of technology to business strategy

3. Flexible and modular IT infrastructure that enables inter-operability

4. Adoption of emerging technologies to facilitate innovation

5. Collaborative approach to providing solutions across all stakeholders

6. Optimisation of processes and superior decisioning by simplification and use


of data

63
In order to deliver the overall business objectives and make Information

Technology as an enabler, the Bank has defined a four-pronged strategy.

Focus on Data, Fintechs, APIs and Ecosystems

64
The Bank has a dedicated Data Science and Analytics team that works across
business areas on projects relating to business analytics, decision strategies,
forecasting models, machine learning, rule engines and performance monitoring.
The Bank maintains a comprehensive enterprise-wide data warehouse and
employs statistical and modelling tools for leading-edge analytics.

In driving an innovation and startup mindset, the Bank has set up an Innovation
Centre to collaborate with and invest in fintech startups and co-develop products
aligned with the ICICI Group’s digital roadmap. The engagements with the
startups are focussed on digital lending, revenue growth, digital platforms and
process efficiencies.

While the Bank is focussed on growing its own digital channels, it is also
creating an ecosystem through partnerships which cover all broad segments of
customer and merchant payments. The Bank is offering a host of APIs and SDKs
(software developer kits) which facilitate third-party apps to offer payment
solutions for their retail customers.

The Bank has launched an API Banking portal which consists of 250 APIs and
enables partner companies to co-create innovative solutions in a frictionless
manner and in a fraction of the time usually taken for such integration.

WHATSAPP BANKING
ICICI Bank launched WhatsApp Banking to enable retail customers to undertake a
slew of banking requirements from their home at a time when they are advised to
stay indoors in the wake of the Covid-19 outbreak. Using the WhatsApp Banking

65
service, customers can check their savings account balance, last three transactions,
credit card limit, get details of pre-approved instant loan offers and block/unblock
credit and debit card in a secure manner with end-to-end encryption for all
messages. They can also get details of the three nearest ATMs and branches of
ICICI Bank in their vicinity.

INSTABIZ
InstaBIZ is the country’s first comprehensive and only digital banking platform for
self-employed segment and MSMEs. It provides a bouquet of comprehensive
solutions in ‘one single place’. It allows customers to avail over 115 products and
services in a digital and secure manner. The range of services available on
InstaBIZ include instant overdraft facility (up to `1.5 million) and business loans,

66
easy bulk collection and payments of funds through multiple digital modes and
automatic bank reconciliation. Further, it is the first digital banking platform to
enable instant payment of GST using the challan number in a single click payment.
Additionally, customers can instantly apply for a Point-of-Sale (PoS) machine as
well as instant marine insurance policy. The customers can access the services of
InstaBIZ on their mobile phone and on the Bank’s internet banking platform.
MSMEs, who are not customers of the Bank, can also download InstaBIZ and
enjoy the un-paralleled convenience of industry-first solutions.

67
Chapter-08
RESPONSIBLE
BANKING

68
The Bank is committed to act professionally, fairly and with integrity in all its
dealings. It has a zero tolerance approach to bribery and corruption and has a
well-defined policy articulating the obligations of employees in these matters.
The responsible banking pillars also include a focus on cyber security and data
privacy

68
Cyber Security
ICICI Bank believes that cyber security is an important risk focus considering the
rapid digitisation, increasing transaction intensity and connectivity to networks
and ecosystems. It is vital to protect the Bank’s and customers’ assets and ensure
continued trust of all stakeholders. ICICI Bank has adopted a multi-dimensional
approach to cyber security. The CIA triad of confidentiality, integrity, and
availability is at the heart of the information security framework implemented by
the Bank. Keeping customer priorities in mind, the Bank follows a ‘defence-in-
depth’ approach in implementing cyber security solutions. This approach enables
the Bank to protect its data using a multi-layered defence mechanism using a
combination of tools and techniques which complement and augment each other.

The Bank also lays emphasis on customer elements like protection from
phishing, adaptive authentication, awareness initiatives and above all easy-to-
use protection and risk configuration ability in the hands of the customers.
Customer-facing applications are designed with the aim to provide
consolidated customer information in a safe and secure manner. The Bank
has given its customers complete control on card options like online usage,
international transaction capability and others on its mobile app and internet
banking platform. This gives customers control on card safety on a real-time
basis.

The Bank has formulated robust security standards, processes and protocols
which are proactively reviewed and enhanced in the backdrop of an ever-
evolving cyber security landscape. The Bank has developed a comprehensive

69
framework and policy which includes the Information Security Policy, Cyber
Security Policy and Cyber Crisis Management Plan to ensure adequate
security of assets on a continuous basis. The governance structure for
management of information and cyber security risk is helmed by Board-level
Committees including the IT Strategy Committee, the Risk Committee and
Audit Committee. In addition, there are also specialised committees to review
areas of IT and cyber risk, like the Information and Cyber Security
Committee. Additionally, the Bank has devised multiple key risk indicators
and dashboard to keep a track of system stability, continuity and availability,
and network uptime.

The Bank ensures 24x7 monitoring and surveillance of systems through its
Security Operations Centre. The Bank has a fully equipped disaster recovery set-
up in place at remote locations, which is supplemented by periodic disaster
recovery drills. Further, stringent gating controls are followed at the time of
induction of new applications. Based on the changing threat landscape, the Bank
has procured a Cyber Insurance Policy which is reviewed and renewed every
year and new risk areas are included if deemed necessary. Considering data
protection is critical, a Data Leakage/Loss Prevention (DLP) system is in place in
order to protect confidential data at endpoint, network and storage levels. The
Bank also has an in-house ethical hacking team (red teams) to continuously test
banking applications for vulnerabilities or security flaws. Also, the Bank
undergoes multiple assessments of its security by internal as well as external
auditors, through specific thematic assignments and regulators to continuously
check its security approach and strengthen its controls.

70
The Bank’s rural banking operations cater to the financial requirements of
customers in rural and semi-urban locations, primarily engaged in agriculture and
allied activities. The Bank believes that the needs and expectations of rural
customers are distinct from other customer segments. The Bank’s reach in rural
areas comprises a network of branches, ATMs and field staff, and Business
Correspondents providing last-mile access in remote areas. Of the Bank’s
network of 5,324 branches, 50% are in rural and semi-urban areas with 650
branches in villages that were previously unbanked. The Bank had over 4,000
customer service points enabled through the Business Correspondent network at
March 31, 2020.

71
Chapter-09
Conclusion

72
ICICI is the second largest private sector of bank, is far better than others because is
flying continuously towards the sky is many of the observations and provides various
services for his customers. Per branch performance of ICICI is better than in majority of
the cases which reflects the efficiency and managerial skills of the bank, and if the
situation will remain same ICICI may take a lead in Indian banking industry in terms of
profitability in near future. Banks activities implementation and services are most
important for any nation society. ICICI Bank has designed and implemented a very
innovative and apparently effective strategy for engaging in the growing micro-finance
market, despite the fact that the Bank has only 88 branches outside the major cities.
ICICI has also mobilized a number of specialist institutions with long experience of
social and financial intermediation. Many of these institutions are financially weak,
poorly capitalized, and dependent on grant funds for their survival. Thus, the banks
have come to play a useful role in promoting economic development bymobilising the
financial resources of the community and by making them flow into the productive
channels. The Indian banks are now playing a very active role in fostering economic
development of the country. The above study reveals that how commercial banks are
helpful in development of country. If we make the comparison between rural area and
urban area then it is clear that urban areas are more developed. This is because of low
credit flow and less contribution of agriculture sector in GDP of India.

73
BIBLIOGRAPHY

74
Websites

• www.icicibank.com

• www.wikipedia.com

• www.RBI.org.in

• www.indianbankassociation.com

• www.investopedia.com

Books referred:

I.M. Pandey – Financial Management – Vikas Publishing House Pvt. Ltd.

M.Y. Khan and P.K. Jain – Financial Management – Vikas Publishing house ltd.

Credit and Banking – K. C. Nanda (e-Book

Icici bank journal

• ICICI Credit Policy

• BOI individual loan policy documents

• Customer loan files from bank’s records

75
76
SURVEY & VISIT
DETAILS

77
SURVEY :- STUDY ON ICICI BANK

I am Ritik Premchand yadav study in Dr. Ambedkar College of Commerce and


Economics. As per Mumbai University Syllabus each student has to undertake a
research topic for the T.Y. BCOM. (Banking & Insurance) Semester - VI

The Survey pertains to Study on Icici Bank and the information collected is purely for
academic purposes only.

DETAILED OF THE RESPONDENT

1. What is your opinion about Information Technology in Bank?


Ans: - It’s good that we are using new technology in the banking sector also we adapt
new things through Technology. Earlier there was lack of problems we face due to lack
of technologies we have. It’s easy to access and we can stored are customer details
securely.

2. What percentage of Your Customer using IT in banking service provided by


you?
0 – 20%
21% - 40%
41% - 60%
61% - 80%
81% - 100%
Ans:- 61% - 80%

78
3. Does Information Technology Provide more reach & frequency then Traditional
bank?
And:- Yes. In this busy schedule we don’t have that much of time to go in the Bank.
Online banking save lots of time of all the people and it’s also paperless process. Now
we get our month transaction records online don’t need to stand in queue for hour’s.
4. Do you advertise your Bank On other websites?
No.
If Yes Which

5. Who is responsible for maintaining the bank website

6. How does your bank Connected to Internet?


DSL
Dial up
Broad Band
Cable
7.your competitor also provide similar services with respect to you?
Ans :- As this is Cooperative Bank Means “ No Profit No Loss”. All the bank their
rules and regulations. We don’t think that this bank have any competitor. If we have
any competitor in the Market we trust are customer.

8.Does Online banking provide more revenue than traditional banking?


Ans :- Obviously yes. Just because now a day’s almost every one using IT in banking
sector. Now a days customer don’t came in the bank for balance checking filling up
there statement. All the things are now available online and almost bank were earn
more revenue from On-line banking.

79
9.Does Online banking help you to retain your customer and helps into to discover
new customer?
Ans :- Yes as we already said that now every thing based on IT. We can provide our
customers best service. Also our most of the customer tell their friends relatives and
Colleagues to open their bank account in our bank because of best service is provided
by us to our customers.

10.Do you provide and kind of training programme to your employees so they
promote more online banking?
Ans :- Yes. We train. Our employees to more promote Online banking is because the
customer get more knowledge about Information Technology and Suddenly changes in
the the World. So it’s a better way to promote Online banking.

11.What kind of service provided are you provide in online based ?


Online bill payment
On-line fund / Money transfer
Online booking
Online payroll direct deposit
Mobile recharge
International purchases
Online purchase

12.Which card facilities you provide to your customer?


Ans :- We provide VISA card to our bank customer for withdrawal. The limit of this
card is decided according to the card holder
Just like if a school students have account so the limit of card is less than 15000 or
15000
Or If a salary person have account so the limit of card is more than 15000 to 30000

80
13. What happens if customer try to withdraw more money than they have in my
account?
Ans :- Withdrawing more than your account contains is called an overdraft. Bank
overdraft services generally allow your transaction to go through, but you will be
charged a fee.Keep in mind that this protection can result in a fee, and if you pay for the
overdraft via a credit card, it may also be subject to interest.

14.Do I need to keep a certain amount of money in my account?


Ans :- Banks typically require an initial deposit to open accounts, and some banks
require you to pay a fee if you don’t maintain a minimum or average balance in your
account. Those fees also may be waived based on certain conditions.

15.This bank charge monthly fees?


Ans :- yes we charge monthly fees to maintain your account. In many cases, though,
they waive those fees based on certain conditions, such as regular payroll direct
deposits.

16.Can I access my account information online?


Ans :- You may be able to check balances, transfer money, receive statements and pay
bills online. If you don’t have easy access to a branch, online banking can be very
valuable. Make sure you know your online banking responsibilities and guarantees in
the event someone fraudulently removes your funds through online services

17.Is mobile banking available?


Ans :- Yes this banks have mobile apps for convenient banking on the go. For
example, customer may be able to deposit checks by taking pictures of them with your
phone. Customer may want to read reviews of your bank’s app to see what specific
services are offered, since they can vary.
18.Does the account pay customer interest?

81
Ans :- Generally, if checking accounts pay interest, the rate is very low. High-yield
checking accounts offer higher interest but typically require higher balances. Savings
accounts offer higher rates, but because the accounts are intended for saving, they’re
subject to different rules
19.How bank earn profit ?

SURVEY :- CUSTOMER SATISFACTION


Name :-

Address:-

Occupation :-

Annual Income :-

1. Do you think your bank meets all your IT in banking needs??


YES
NO

2. For the Past how many years you have Account with this Bank?
3 YEARS
2 YEARS
1 YEARS

82
3. What kind of Account do you maintain in this Bank?
SAVING ACCOUNT
CURRENT ACCOUNT
LOAN ACCOUNT
DEMAT
CREDIT CARD

4. It’s that your Bank give good IT facilities to you?


YES
NO

5. What do you feel about overall IT services quality of your Bank?


VERY GOOD
EXCELLENT
GOOD
AVERAGE
POOR

6. If the comparison in IT with other bank what will you rate your bank?
VERY GOOD
EXCELLENT
GOOD
AVERAGE
POOR

83
7. Does your Bank have core facility for the customers?
YES
NO

8. Does your bank have listed it’s share in stock market?


NOT AWARE
YES
NO

9. Does your bank conduct any recreation facilities for the customers?
YES
NO

10. Does Your Bank offer competitive service charges?


YES
NO

11. Would you recommend this bank to your friends Relatives associate?
YES OFCOURSE
NOT REALLY

12. What do you think of your Bank what comes first in your mind?
FRIENDLY BANK

84
WIDE BRANCH NETWORK
CORE BANK COMPUTERISED
BANK

13. Having IT Facility in banking Industry us really useful or Not?


EXTREMELY USEFUL
UNLESS

14. Are you satisfied with the number of service offered on our online banking
platform?
YES
NO

15. Your all opinion about this survey?


SATISFACTORY
WILL YIELD RESULTS
LOOKING FORWARD FOR RESULT

16. Any suggestions for increment In other services or IT Facilities?


NO
YES

85
86

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