A

SYNOPSIS

ON

A Comparative study of customer services in ICICI and SBI.

Submitted to: Submitted by:

Mr. Sukhjit Singh Saloni

90472233985

MBA-4th sem

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Introduction

SBI Bank:

State Bank of India (SBI) is India's largest commercial bank. SBI has a vast domestic network of

over 9000 branches (approximately 14% of all bank branches) and commands one-fifth of deposits

and loans of all scheduled commercial banks in India.

The State Bank Group includes a network of eight banking subsidiaries and several on-banking

subsidiaries offering merchant banking services, fund management, factoring services, primary

dealership in government securities, credit cards and insurance.

The origins of State Bank of India date back to 1806 when the Bank of Calcutta (later called the

Bank of Bengal) was established. In 1921, the Bank of Bengal and two other Presidency banks

(Bank of Madras and Bank of Bombay) were amalgamated to form the Imperial Bank of India. In

1955, the controlling interest in the Imperial Bank of India was acquired by the Reserve Bank of

India and the State Bank of India (SBI) came into existence by an act of Parliament as successor to

the Imperial bank of India.

Today, State Bank of India (SBI) has spread its arms around the world and has a network of

branches spanning all time zones. SBI's International Banking Group delivers the full range of cross-

border finance solutions through its four wings - the Domestic division, the Foreign Offices division,

the Foreign Department and the International Services division. State Bank of India (SBI) (LSE:

SBID) is the largest bank in India. If one measures by the number of branch offices and employees,

SBI is the largest bank in the world. Established in1806as Bank of Calcutta, it is the oldest

commercial bank in the Indian subcontinent. SBI provides various domestic, international and

NRI products and services, through its vast networking India and overseas. With an asset base of

$126 billion and its reach, it is a regional banking behemoth. The government nationalized the bank

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in1955, with the Reserve Bank of India taking 60% ownership stake. In recent years the bank has

focused on three priorities, 1), reducing its huge staff through Golden handshake schemes known as

the Voluntary Retirement Scheme, which saw many of its best and brightest defect to the private

sector, 2), computerizing its operations and 3), changing the attitude of its employees (through an

ambitious program me aptly named 'Parivartan' which means change) as a large number of

employees are very rude to customers.

ICICI BANK:

ICICI Bank is India's second-largest bank with total assets of Rs. 3,849.70 billion (US$ 82

billion) at September 30, 2008 and profit after tax Rs. 17.42 billion for the half year ended

September 30, 2008. The Bank has a network of about 1,400 branches and 4,530 ATMs in India and

presence in 18 countries. ICICI Bank offers a wide range of banking products and financial services

to corporate and retail customers through a variety of delivery channels and through its specialized

subsidiaries and affiliates in the areas of investment banking, life and non-life insurance, venture

capital and asset management. The Bank currently has subsidiaries in the United Kingdom, Russia

and Canada, branches in United States, Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar and Dubai

International Finance Centre and representative offices in United Arab Emirates, China, South

Africa, Bangladesh, Thailand, Malaysia and Indonesia. Our subsidiary has established branches in

Belgium and Germany.

ICICI Bank's equity shares are listed in India on Bombay Stock Exchange and the National Stock

Exchange of India Limited and its American Depositary Receipts (ADRs) are listed on the New

York Stock Exchange (NYSE).

ICICI Bank concluded India's largest ever securitization transaction of a pool of retail loan assets

aggregating to Rs. 48.96 billion (equivalent of USD 1.21 billion) in a multitrancheissue backed by

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four different asset categories. It is also the largest deal in Asia (ex-Japan) in 2008 till date and the

second largest deal in Asia (ex-Japan and Australia) since the beginning of 2007.ICICI Bank

launches ICICIACTIVE-Banking Interactive Service - along with DISH TV, which will allow

viewers to see information about the Bank's products and services and contact details on their DISH

TV screens.ICICI Bank and British Airways launch a co-branded credit card, designed to earn

Cardholders accelerated reward points with every British Airways flight or by spending

On everyday purchases.

Objectives of the Study:

1. To study whether the customers are satisfied with their services among ICICI bank and SBI

bank.

2. To know about the Customer preferences among ICICI and SBI bank.

3. To give Suggestions to improve the services.

Review of Literature:

Deb and Kalpada (1998) in their study entitled, “Indian Banking since Independence”,

studied the growth of banking in India covering the period from 1966-1987. The analysis

revealed that the structure of the banking system changed considerable over the years. It was

further pointed out that the quantitative growth of the public sector banks was no doubt

significant in some of the areas, but qualitative improvement, by and large lacked in desired

standards. In spite of substantial increase in deposit mobilization, their share in national

income continued to be very low. It was concluded that the public sector banks were neither

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 guided by the consideration of returns nor were they very much concerned with

developmental strategies.

S and Verma, S. (1999) determined the factors influencing the profitability of public sector

banks in India by making use of ratio of net profits as percentage of working funds. They

concluded that spread and burden play a major role in determining the profitability of

commercial banks.

Chandan, C.L. and Rajput, P.K. (2002) measured the performance of bank on basis on the

basis of profitability analysis.

Sangami M. (2002) in his study has suggested that the position of operating cost can be

improved with the introduction of high level technology as well as by improvement the per

employee productivity

Research Methodology

It is well known fact that the most important step in research process is to the problems

choose for investigation, because a problem well defined is half solved. That is the reason that out

most care taken while defining various parameters of the problem. After giving through

brainstorming session objectives were selected set on the base of these objectives. A questionnaire is

designed major emphasis of which was gathering new ideas or insight so as to determine and bind

out solution to the problems.

DATA COLLECTION

PRIMARY DATA: - Primary data are collected through structured questionnaire.

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SECONDARY DATA: - Secondary data in the form of internal sources come from books and

internet.

SAMPLE UNIT: - Moga city.

SAMPLE SIZE: - Total number of respondent = 100

SBI Bank = 50

ICICI Bank = 50

SAMPLING TECHNIQUES:-Non-Probability and convenient sampling method is used.

References:

Dr.N.Bharathi (2010) “Profitability Performance of New Private Sector Banks - An Empirical

Study”/ Indian Journal of Finance- Archives: Volume 4 • Number 3 • March 2010

Jyoti Saluja & Dr.Rajinder Kaur (2009). “Profitability Performance of Public Sector Banks In

India”/ Indian Journal of Finance -Volume 4 • Number 4 • April 2010

Prakash Tiwari & Hemraj Verma (2009). “A Fundamental Analysis of Public Sector Banks in India

“/Indian Journal of Finance- Archives: Volume 3 • Number 3 • March 2009

Dr.M.Selvakumar & P.G.Kathiravan (2 009). “A Study of Profitability Performance of Public Sector

Banks in India”/ Indian Journal of Finance-Archives: Volume3•Number9• September 2009

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