Project On Icici Bank
Project On Icici Bank
Project On Icici Bank
SR. PAGE
NO. CONTENTS NO.
1. INTRODUCTION 1
2. RESEARCH DESIGN 10
3. LITERATURE REVIEWS 17
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.
Public
Type
ISIN INE090A01021
3
Founded 5 January 1994; 28 years ago
Revenue ₹ 1.61
trillion (US$21 billion)[2] (2021)
Operating ₹ 422.61
income billion (US$5.5 billion)[2] (2021)
4
Number of 97,354 (2020)[4]
employees
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) was established on 5 January 1955 and Sir Arcot Ramasamy Mudaliar was
elected as the first Chairman of ICICI Ltd.
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.
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.
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
8
Geographical areas
Haryana
Mumbai
Chennai
Bangalore
9
Delhi
Karnataka
Bihar
Orissa
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
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CHAPTER: - 02
RESEARCH DESIGN
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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.”
• types of research
• research problem
• research design
• sources of data
• analysis of data
• limitation
12
Main objective of study
• To study the consumer satisfaction withICICI.
13
TYPES OF RESEARCH
• QUALITATIVE RESEARCH
• DESCRIPTIVE RESEARCH
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.
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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:
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
• 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.
• 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
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• 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
• 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
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CHAPTER: - 04
Role of ICICI bank
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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
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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)
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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.
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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.
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they also help inraising the standard of living of the people in developing countries
by providing loans for consumption activities.
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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
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References
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CHAPTER: - 05
COMPANY
PROFILE
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ORGANIZATION STRUCTURE OF ICICI BANK
• Retail banking.
• Wholesale banking
• International business
• Corporate bank
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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.
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VISION AND MISSION OF ICICI BANK
VISION
• To continuously upgrade & update knowledge & skill set of its human
resources.
MISSION
We will leverage our people, technology, speed and financial capital to:
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• Create value for our stakeholders.
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
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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.
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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 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
• Savings Account
• Advantage Deposit
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• Special Savings Account
• Fixed Deposits
• Security Deposits
• Recurring Deposits
• Bank@Campus
• Salary Account
• Privilege Banking
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• No Frills Account
• Rural Savings Account
• Outward Remittance
• Family Banking
Loans
ICICI Bank offers following loan facilities:
• Home Loans
• Personal Loans
• Car Loans
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• Loans Against Securities
.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:
• Simplified Documentation
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• Doorstep Service
(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:
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
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ICICI Bank Credit Cards
• Insurance benefits
• Discounts
• Utility payments
ICICI Bank also offers a range of cards, each designed for a specific purpose as
follows:
• Premium Card
• Co-branded Card
• Classic Card
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• Affinity Card
• Picture Card
• Corporate Card
• EMI Card
• Preferred 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.
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ICICI Bank Investments Plans
• Mutual Funds
Insurance Plans
• Home Insurance
• Health Insurance
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• Health Advantage Plus
• Family Floater
• Personal Accident
• Travel Insurance
• Motor Insurance
• Car insurance
• Life Insurance
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• Money Transfer
• Bank Accounts
• Investments
• Home Loans
• Insurance
• Loans Against FD
• 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
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• For Bond Account Holders, customer needs to key in the Bond Holder
Number only.
Bank services:
• Account Balance
• Mini Statement
• Internet Userid
Card Services:
• Outstanding Balance
Demat Services:
• ISIN query
• Holding statement
• Transaction History
• Information on Redemption:
• Information on Interest
Other Services:
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• Loss or Replacement of card
• Standing Instructions
ICICI Bank
Website
www.icicibank.com
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CHAPTER: -06
Mobile banking
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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:
• 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
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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.
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.
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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.
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.
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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.
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 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
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debit to the bank account. The service also enables a customer to locate an
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.
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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.
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In order to deliver the overall business objectives and make Information
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
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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,
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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.
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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
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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
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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.
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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.
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Chapter-09
Conclusion
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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.
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BIBLIOGRAPHY
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Websites
• www.icicibank.com
• www.wikipedia.com
• www.RBI.org.in
• www.indianbankassociation.com
• www.investopedia.com
Books referred:
M.Y. Khan and P.K. Jain – Financial Management – Vikas Publishing house ltd.
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76
SURVEY & VISIT
DETAILS
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SURVEY :- STUDY ON ICICI BANK
The Survey pertains to Study on Icici Bank and the information collected is purely for
academic purposes only.
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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
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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.
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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.
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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 ?
Address:-
Occupation :-
Annual Income :-
2. For the Past how many years you have Account with this Bank?
3 YEARS
2 YEARS
1 YEARS
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3. What kind of Account do you maintain in this Bank?
SAVING ACCOUNT
CURRENT ACCOUNT
LOAN ACCOUNT
DEMAT
CREDIT CARD
6. If the comparison in IT with other bank what will you rate your bank?
VERY GOOD
EXCELLENT
GOOD
AVERAGE
POOR
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7. Does your Bank have core facility for the customers?
YES
NO
9. Does your bank conduct any recreation facilities for the customers?
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
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WIDE BRANCH NETWORK
CORE BANK COMPUTERISED
BANK
14. Are you satisfied with the number of service offered on our online banking
platform?
YES
NO
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