Banks of India and Bank

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  • Topic: Banks of India, Bank, Government-owned banks in India
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Project Report

On
CUSTOMER SATISFACTION

CORPORATE GUIDE FACULTY GUIDE Mr. Ravi Parmar Mr. Rajnish mallick Relationship Manager

Submitted in Partial Fulfillment of the requirement of
Post Graduate Diploma in management

Submitted By
Ankur Singh
PGDM-III, Semester
Batch- 2008-10
Roll no. 014908005

Centre for Management Technology
Knowledge Park I Gr. Noida

Acknowledgements

If words are considered to be signs of gratitude then let these words Convey the very same My sincere gratitude to ICICI BANK for providing me with an opportunity to work with BANK and giving necessary directions on doing this project to the best of my abilities. I am highly indebted to Mr.Remay Verma, Branch Manager and Mr. Ravi Parmar (RM) company project guide, who has provided me with the necessary information and also for the support extended out to me in the completion of this report and his valuable suggestion and comments on bringing out this report in the best way possible. I also thank Prof. Anant Jyoti,(HOD of PGDM), who has sincerely supported me with the valuable insights into the completion of this project. I am grateful to all faculty members of C-Mat and my friends who have helped me in the successful completion of this project.

| CONTENTS| |
Sr. No.| Subject Covered| Page No.|
1| Acknowledgements| 2|
2| Executive Summary| 4|
3| My Project Objective| 7|
4| Banking Structure in India| 8|
5| Introduction| 9|
6| History of Banking in India| 10|
7| Bank In India| 17|
8| Fact Files of Banks in India| 19|
9| Indian Banking Industries| 26|
10| ICICI Bank | 28|
11| ICICI Group | 33|
12| Technology used in ICICI Bank| 39|
13| Product and Customer segments | 41|
11| Product| 44|
14| SWOT Analysis | 55|
15| Research Methodology| 57|
16| Company Efforts To Ensure Customer Satisfaction | 59| 17| Data Analysis | 69|
18| Comparison With SBI| 79|
19| SWOT Analysis(comparative)| 87|
20 | Questionnaire | 93|
21| Finding | 98|
22 | Suggestion | 99|
23 | Conclusion| 102|
24| Bibliography| 103|

|

EXECUTIVE SUMMARY

Private banking is a concept which is new and fast emerging in the world of banking where changes have become a necessity in order for banks to survive in this competitive environment vis-à-vis not only from the public and private sector banks but also from the foreign banks. The objective of the research is to explore the various products, which a private banker deals into and the systematic process involved to match client requirements with the right kind of product. Through this research one of the main objectives is to explore the reason why most of the banks are injecting private banking as business profile to their set of service offerings. Though private banking evolved in late 80’s in Asia, in India its not more than 5 years old. ICICI started it in Aug 2002 and since then it has been a remarkable success. Today there are enormous solutions to cater client needs but what suits best to a client is where private banking fits in. Every client will have different needs, liking and preferences. So a customized portfolio for every client is the need of the day. This research will highlight more on the product portfolio of ICICI Private Banking, how they have changed or innovatively structured to be attractive and competitive.

Research objective

1. To draw the comparative analysis of ICICI BANK Ltd with SBI etc. 2. To identify the major attributes of customer satisfaction....
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