SEMESTER PROJECT ON

A COMPARATIVE STUDY OF CUSTOMER SERVICES IN SBI AND ICICI.

Semester Project report submitted in partial fulfilment for the award of Master in Business Administration Submitted By: Vivek Kumar Dubey MBA II Sem, Roll No.: 1200122121

Under the guidance of Dr. Adeel Maqbool Associate professor Department of Business Management

INTEGRAL UNIVERSITY, LUCKNOW DASAULI,P.O-BASHA, KURSI ROAD,LUCKNOW226026

Faculty of Management & Research Integral University Dasauli Kursi Road Lucknow
Phone: 0522-2890730 (Extn: 2142) GUIDE CERTIFICATE This is to certify that Vivek Kumar Dubey, student of MBA 1st Year has Completed his Semester Project report on the topic A COMPARATIVE STUDY OF CUSTOMER SERVICES IN SBI AND ICICI. The behaviour of the student during the Semester Project was found to be highly Appreciable and Satisfactory I wish him all the best for his future. Dr. Adeel Maqbool Associate professor Department of Business Management Integral University

ACKNOWLEDGEMENT
I am also thankful to Prof. Dr. Zeeshan Amir A COMPARATIVE STUDY OF CUSTOMER SERVICES IN SBI AND ICICI. for their constant support and foresight. I would like to thank them for always helping me throughout this research. This report is the culmination of the synchronized effort of all the above mentioned that had faith and confidence in me. For their belief, I shall forever be grateful.

TABLE OF CONTENTS

Chapter 1: Introduction 1.1 Overview of banking Industry 1.2 Company Profile 1.3 Research objective 1.4 Review of literature 1.5 Key Words Chapter 2: Research Methodology 2.1 Sampling Design 2.2 Pilot Study 2.3 Research Methodology 2.4 Limitations of the Study Chapter 3: Data Analysis and Interpretation Chapter 4: Findings, Recommendations and Conclusion Chapter 5: Appendices

CHAPTER 1 INTRODUCTION

OVERVIEW OF THE BANKING INDUSTRY:

Banking in India originated in the last decades of the 18th century. The oldest bank in existence in India is the State Bank of India, a government-owned bank that traces its origins back to June 1806 and that is the largest commercial bank in the country. Central banking is the responsibility of the Reserve Bank of India, which in 1935 formally took over these responsibilities from the then Imperial Bank of India, relegating it to commercial banking functions. After India's independence in 1947, the Reserve Bank was nationalized and given broader powers. In 1969 the government nationalized the 14 largest commercial banks; the government nationalized the six next largest in 1980. Currently, India has 88 scheduled commercial banks (SCBs) - 27 public sector banks (that is with the Government of India holding a stake), 29 private banks (these do not have government stake; they may be publicly listed and traded on stock exchanges) and 31 foreign banks. They have a combined network of over 53,000 branches and 17,000 ATMs. According to a report by ICRA Limited, a rating agency, the public sector banks hold over 75 percent of total assets of the banking industry, with the private and foreign banks holding 18.2% and 6.5% respectively.

Post-independence:
The partition of India in 1947 adversely impacted the economies of Punjab and West Bengal, paralyzing banking activities for months. India's independence marked the end of a regime of the Laissez-faire for the Indian banking. The Government of India initiated measures to play an active role in the economic life of the nation, and the Industrial Policy Resolution adopted by the government in 1948 envisaged a mixed economy. This resulted into greater involvement of the state in different segments of the economy including banking and finance. The major steps to regulate banking included:

In 1948, the Reserve Bank of India, India's central banking authority, was nationalized, and it became an institution owned by the Government of India. In 1949, the Banking Regulation Act was enacted which empowered the Reserve Bank of India (RBI) "to regulate, control, and inspect the banks in India." The Banking Regulation Act also provided that no new bank or branch of an existing bank could be opened without a license from the RBI, and no two banks could have common directors.

However, despite these provisions, control and regulations, banks in India except the State Bank of India, continued to be owned and operated by private persons. This changed with the nationalization of major banks in India on 19 July, 1969.

Nationalization:
By the 1960s, the Indian banking industry has become an important tool to facilitate the development of the Indian economy. At the same time, it has emerged as a large employer, and a debate has ensued about the possibility to nationalize the banking industry. Indira Gandhi, thethen Prime Minister of India expressed the intention of the GOI in the annual conference of the All India Congress Meeting in a paper entitled "Stray thoughts on Bank Nationalization." The paper was received with positive enthusiasm. Thereafter, her move was swift and sudden, and the GOI issued an ordinance and nationalized the 14 largest commercial banks with effect from the midnight of July 19, 1969. Jayaprakash Narayan, a national leader of India, described the step as a "masterstroke of political sagacity." Within two weeks of the issue of the ordinance, the Parliament passed the Banking Companies (Acquisition and Transfer of Undertaking) Bill, and it received the presidential approval on 9 August, 1969. A second dose of nationalization of 6 more commercial banks followed in 1980. The stated reason for the nationalization was to give the government more control of credit delivery. With the second dose of nationalization, the GOI controlled around 91% of the banking business of India. Later on, in the year 1993, the government merged New Bank of India with Punjab National Bank. It was the only merger between nationalized banks and resulted in the reduction of the number of nationalized banks from 20 to 19. After this, until the 1990s, the nationalized banks grew at a pace of around 4%, closer to the average growth rate of the Indian economy. 3

The nationalized banks were credited by some, including Home minister P. Chidambaram, to have helped the Indian economy withstand the global financial crisis of 2007-2009.

Liberalization:
In the early 1990s, the then Narsimha Rao government embarked on a policy of liberalization, licensing a small number of private banks. These came to be known as New Generation techsavvy banks, and included Global Trust Bank (the first of such new generation banks to be set up), which later amalgamated with Oriental Bank of Commerce, UTI Bank(now re-named as Axis Bank), ICICI Bank and HDFC Bank. This move, along with the rapid growth in the economy of India, revitalized the banking sector in India, which has seen rapid growth with strong contribution from all the three sectors of banks, namely, government banks, private banks and foreign banks. The next stage for the Indian banking has been setup with the proposed relaxation in the norms for Foreign Direct Investment, where all Foreign Investors in banks may be given voting rights which could exceed the present cap of 10%,at present it has gone up to 49% with some restrictions. The new policy shook the Banking sector in India completely. Bankers, till this time, were used to the 4-6-4 method (Borrow at 4%;Lend at 6%;Go home at 4) of functioning. The new wave ushered in a modern outlook and tech-savvy methods of working for traditional banks.All this led to the retail boom in India. People not just demanded more from their banks but also received more. Currently (2013), banking in India is generally fairly mature in terms of supply, product range and reach-even though reach in rural India still remains a challenge for the private sector and foreign banks. In terms of quality of assets and capital adequacy, Indian banks are considered to have clean, strong and transparent balance sheets relative to other banks in comparable economies in its region. The Reserve Bank of India is an autonomous body, with minimal pressure from the government. The stated policy of the Bank on the Indian Rupee is to manage volatility but without any fixed exchange rate-and this has mostly been true. With the growth in the Indian economy expected to be strong for quite some time-especially in its services sector-the demand for banking services, especially retail banking, mortgages and 4

investment services are expected to be strong. One may also expect M&As, takeovers, and asset sales. In March 2006, the Reserve Bank of India allowed Warburg Pincus to increase its stake in Kotak Mahindra Bank (a private sector bank) to 10%. This is the first time an investor has been allowed to hold more than 5% in a private sector bank since the RBI announced norms in 2005 that any stake exceeding 5% in the private sector banks would need to be vetted by them. In recent years critics have charged that the non-government owned banks are too aggresive in their loan recovery efforts in connection with housing, vehicle and personal loans. There are press reports that the banks' loan recovery efforts have driven defaulting borrowers to suicide.

1.2 Company Profile of SBI:

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 non-banking subsidiaries offering merchant banking services, fund management, factoring services, primary dealership in government securities, credit cards and insurance.

The eight banking subsidiaries are:

1-State Bank of Bikaner and Jaipur (SBBJ) 2-State Bank of Hyderabad (SBH) 3-State Bank of India (SBI) 4-State Bank of Indore (SBIR) 5-State Bank of Mysore (SBM) 6-State Bank of Patiala (SBP) 7-State Bank of Saurashtra (SBS) 8-State Bank of Travancore (SBT)

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 in 1806 as 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 network 6

in India and overseas. With an asset base of $126 billion and its reach, it is a regional banking behemoth. The government nationalized the bank in 1955, with the Reserve Bank of India taking a 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 programme aptly named 'Parivartan' which means change) as a large number of employees are very rude to customers.

Roots:
The State Bank of India traces its roots to the first decade of 19th century, when the Bank of Calcutta, later renamed the Bank of Bengal, was established on 2 June 1806. The government amalgamated Bank of Bengal and two other Presidency banks, namely, the Bank of Bombay (incorporated on 15 April 1840) and the Bank of Madras on 27 January 1921, and named the reorganized banking entity the Imperial Bank of India. All these Presidency banks had been incorporated as joint stock companies, and were the result of the royal charters. The Imperial Bank of India continued as a joint stock company. Until the establishment of a central bank in India the Imperial Bank and its early predecessors served as India's central bank, at least in terms of issuing the currency. The State Bank of India Act 1955, enacted by the Parliament of India, authorized the Reserve Bank of India, which is the central banking organization of India, to acquire a controlling interest in the Imperial Bank of India, which was renamed the State Bank of India on 30 April 1955.

Associate banks:
There are seven other associate banks that fall under SBI. They all use the "State Bank of" name followed by the regional headquarters' name. These were originally banks belonging to princely states before the government nationalized them in 1959. In tune with the first Five Year Plan, emphasizing the development of rural India, the government integrated these banks with the State Bank of India to expand its rural outreach. The State Bank group refers to the seven associates and the parent bank. All the banks use the same logo of a blue keyhole. Currently, the group is merging all the associate banks into SBI, which will create a "mega bank", and one hopes, streamline operations and unlock value. 7

State Bank of Bikaner & Jaipur State Bank of Hyderabad State Bank of Indore State Bank of Mysore State Bank of Patiala State Bank of Saurashtra State Bank of Travancore

Foreign Offices:
State Bank of India is present in 32 countries, where it has 84 offices serving the international needs of the bank's foreign customers, and in some cases conducts retail operations. The focus of these offices is India-related business.

Foreign Branches:
SBI has branches in these countries: The Israeli branch

Australia Bahrain Bangladesh Belgium Canada Dubai France Germany Hong Kong Israel Japan People's Republic of China 8

Republic of Maldives Singapore South Africa Sri Lanka Sultanate of Oman The Bahamas U.K. U.S.A

Subsidiaries and Joint Ventures:

In addition to the foreign branches above, SBI has these wholly owned subsidiaries and joint ventures:

Nepal State Bank Limited SBI Mauritius Indian Ocean International Bank (Mauritius) SBI Canada SBI California

Growth:
Mumbai, India location. State Bank of India has often acted as guarantor to the Indian Government, most notably during Chandra Shekhar's tenure as Prime Minister of India. With more than 9400 branches and a further 4000+ associate bank branches, the SBI has extensive coverage. Following its arch-rival ICICI Bank, State Bank of India has electronically networked most of its metropolitan, urban and semi-urban branches under its Core Banking System (CBS), with over 4500 branches being incorporated so far. The bank has the largest ATM network in the country having more than 5600 ATMs [1]. The State Bank of India has had steady growth over its history, though the Harshad Mehta scam in 1992 marred its image. In recent years, the bank has sought to expand its overseas operations by buying foreign banks. It is the only Indian bank to feature in the top 100

world banks in the Fortune Global 500 rating and various other rankings. According to the Forbes 2000 listing it tops all Indian companies.

Fortune Global 500 Ranking 2007:

SBI debuted in the Fortune Global 500[2] at 498 in 2006. In 2007 it moved up to 495. As per fortune 500-2007 following are the data for SBI in $ million. Revenues 15,119.4. Profits 1,407.3. Assets 187,547.1. Stockholders' Equity 9,786.2

Group companies:

SBI Capital Markets Ltd SBI Mutual Fund (A Trust) SBI Factors and Commercial Services Ltd SBI DFHI Ltd SBI Cards and Payment Services Pvt Ltd SBI Life Insurance Co. Ltd - Bancassurance (Life Insurance) SBI Funds Management Pvt Ltd SBI Canada

IT Initiatives:
According to PM Network (December 2006, Vol. 20, No. 12), State Bank of India launched a project in 2002 to network more than 14,000 domestic and 70 foreign offices and branches. The first and the second phases of the project have already been completed and the third phase is still in progress. As of December 2006, over 10,000 branches have been covered. The new infrastructure serves as the bank's backbone, carrying all applications, such as the IP telephone network, ATM network, Internet banking and internal e-mail. The new infrastructure has enabled the bank to further grow its ATM network with plans to add another 15000 by the end of 2012 raising the total number to 8,600. As of March 20, 2013 SBI has 35236 ATMs.

10

Corporate Details:
This site provides comprehensive information on State Bank of India or SBI Bank, the premier Nationalized Indian Bank. State Bank of India is actively involved since 1973 in nonprofit activity called Community Services Banking.

State Bank of India is India's largest bank amongst all public and private sector banks operating in India. State Bank of India owns and operates the following subsidiaries and Joint Ventures State Bank Of India Credit Card State Bank Of India Online State Bank Of India USA State Bank Of India Services State Bank Of India Mutual Funds State Bank Of India Branch State Bank Of India NRI Account

Banking Subsidiaries:

State Bank of Bikaner and Jaipur (SBBJ) State Bank of Hyderabad (SBH) State Bank of Indore (SBI) State Bank of Mysore (SBM) State Bank of Patiala (SBP) State Bank of Saurashtra (SBS) State Bank of Travancore (SBT)

Foreign Subsidiaries:

State bank of India International (Mauritius) Ltd. State Bank of India (California). State Bank of India (Canada). INMB Bank Ltd, Lagos. 11

Non- banking Subsidiaries.

SBI Capital Markets Ltd (SBICAP) SBI Funds Management Pvt Ltd (SBI FUNDS) SBI DFHI Ltd (SBI DFHI) SBI Factors and Commercial Services Pvt Ltd (SBI FACTORS) SBI Cards & Payments Services Pvt. Ltd. (SBICPSL)

Joint ventures:

SBI Life Insurance Company Ltd (SBI LIFE).

Activities:
State Bank of India administrative structure is well equipped to oversee the large network of branches in India and abroad. The State Bank of India 14 Local Head Offices and 57 Zonal Offices are located at important cities spread throughout the country. State Bank of India has 52 foreign offices in 34 countries across the globe. The Corporate Accounts Group is a Strategic Business Unit of the Bank set up exclusively to fulfill the specialized banking needs of top corporate in the country. The main activities of are into

Personal Banking. NRI Services. Agriculture. International. Corporate. SME. Domestic Treasury.

12

State Bank of India offers the following services to its customers

Domestic Treasury. SBI Vishwa Yatra Foreign Travel Card. Broking Services Revised Service Charge. ATM Services. Internet Banking. E-Pay. E-Rail. RBIEFT. Safe Deposit Lockers. Gift Cheques. MICR Codes. Foreign Inward Remittances.

Moreover, State Bank of India has Colleges/Institutes/Training Centers that are the seats of learning and research and development. It caters not only to the employees of State Bank of India but also other banks/establishments in India and abroad.

Performance:
SBI Bank India had Total Income of Rs 68376.83 crore for the financial year 2012-13. State Bank of India has posted Net Income to the tune of Rs 6364.38 crore or the financial year 2012-13.

Organization:
State Bank of India is headed by Mr. Shri O. P. Bhatt, Chairman.

13

Company Profile of ICICI:

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 UK 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).

History:
ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financial institution, and was its wholly-owned subsidiary. ICICI's shareholding in ICICI Bank was reduced to 46% through a public offering of shares in India in fiscal 1998, an equity offering in the form of ADRs listed on the NYSE in fiscal 2000, ICICI Bank's acquisition of Bank of Madura Limited in an all-stock amalgamation in fiscal 2001, and secondary market sales by ICICI to institutional investors in fiscal 2001 and fiscal 2002. ICICI was formed in 1955 at the initiative of the World Bank, the Government of India and representatives of Indian industry. The principal objective was to create a development financial institution for providing medium-term and long-term project financing to Indian businesses. 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 14

subsidiaries and affiliates like ICICI Bank. In 1999, ICICI become the first Indian company and the first bank or financial institution from non-Japan Asia to be listed on the NYSE. After consideration of various corporate structuring alternatives in the context of the emerging competitive scenario in the Indian banking industry, and the move towards universal banking, the managements of ICICI and ICICI Bank formed the view that the merger of ICICI with ICICI Bank would be the optimal strategic alternative for both entities, and would create the optimal legal structure for the ICICI group's universal banking strategy. The merger would enhance value for ICICI shareholders through the merged entity's access to low-cost deposits, greater opportunities for earning fee-based income and the ability to participate in the payments system and provide transaction-banking services. The merger would enhance value for ICICI Bank shareholders through a large capital base and scale of operations, seamless access to ICICI's strong corporate relationships built up over five decades, entry into new business segments, higher market share in various business segments, particularly fee-based services, and access to the vast talent pool of ICICI and its subsidiaries. In October 2001, the Boards of Directors of ICICI and ICICI Bank approved the merger of ICICI and two of its wholly-owned retail finance subsidiaries, ICICI Personal Financial Services Limited and ICICI Capital Services Limited, with ICICI Bank. The merger was approved by shareholders of ICICI and ICICI Bank in January 2002, by the High Court of Gujarat at Ahmadabad in March 2002, and by the High Court of Judicature at Mumbai and the Reserve Bank of India in April 2002. Consequent to the merger, the ICICI group's financing and banking operations, both wholesale and retail, have been integrated in a single entity. ICICI Bank has formulated a Code of Business Conduct and Ethics for its directors and employees. ICICI Bank (BSE: ICICI) (formerly Industrial Credit and Investment Corporation of India) is India's largest private sector bank in market capitalization and second largest overall in terms of assets. Bank has total assets of about USD 100 billion (at the end of March 2008), a network of over 1,399 branches, 22 regional offices and 49 regional processing centres, about 4,485 ATMs (at the end of September 2008), and 24 million customers (at the end of July 2007). ICICI Bank offers a wide range of banking products and financial services to corporate and retail customers 15

through a variety of delivery channels and specialised subsidiaries and affiliates in the areas of investment banking, life and non-life insurance, venture capital and asset management. (These data are dynamic.) ICICI Bank is also the largest issuer of credit cards in India.
[1]

. ICICI Bank

has got its equity shares listed on the stock exchanges at Kolkata and Vadodara, Mumbai and the National Stock Exchange of India Limited, and its ADRs on the New York Stock Exchange (NYSE). The Bank is expanding in overseas markets and has the largest international balance sheet among Indian banks. ICICI Bank now has wholly-owned subsidiaries, branches and representatives offices in 18 countries, including an offshore unit in Mumbai. This includes wholly owned subsidiaries in Canada, Russia and the UK, offshore banking units in Bahrain and Singapore, an advisory branch in Dubai, branches in Belgium, Hong Kong and Sri Lanka, and representative offices in Bangladesh, China, Malaysia, Indonesia, South Africa, Thailand, the United Arab Emirates and USA. Overseas, the Bank is targeting the NRI (Non-Resident Indian) population in particular. ICICI reported a 1.15% rise in net profit to Rs. 1,014.21 crore on a 1.29% increase in total income to Rs. 9,712.31 crore in Q2 September 2008 over Q2 September 2007. 1955: The Industrial Credit and Investment Corporation of India Limited (ICICI) was incorporated at the initiative of World Bank, the Government of India and representatives of Indian industry, with the objective of creating a development financial institution for providing medium-term and long-term project financing to Indian businesses. Mr.A.Ramaswami Mudaliar is elected as the first Chairman of ICICI Limited.

16

Personal Banking:
Deposits Loans Cards Investments Insurance Demat services Wealth management

NRI Banking:
Money Transfer Bank accounts Investments Property Solutions Insurance Loans

Business Banking:
Corporate net banking Cash Management Trade services FXonline SME services Online taxes Custodial services

17

1.3 Research objective:

To study whether the customers are satisfied with their services among ICICI bank and SBI bank To know about the Customer preferences among ICICI and SBI bank To give Suggestions to improve the services

1.4 Review of literature:

The banking sector in India has made remarkable progress since the economic reforms in 1991. New private sector banks have brought the necessary competition into the industry and spearheaded the changes towards higher utilization of technology, improved customer service and innovative products. Customers are now becoming increasingly conscious of their rights and are demanding more than ever before. The recent trends show that most banks are shifting from a product-centric model to a customer-centric model as customer satisfaction has become one of the major determinants of business growth. In this context, prioritization of preferences and close monitoring of customer satisfaction have become essential for banks. Keeping these in mind, an attempt has been made in this study to analyze the factors that are essential in influencing the investment decision of the customers of the public sector banks. For this purpose, Factor Analysis, which is the most appropriate multivariate technique, has been used to identify the groups of determinants. Factor analysis identifies common dimensions of factors from the observed variables that link together the seemingly unrelated variables and provides insight into the underlying structure of the data. Secondly, this study also suggests some measures to formulate marketing strategies to lure customers towards banks.

1.5 Key Words: Bank:

A bank is a financial institution whose primary activity is to act as a payment agent for customers and to borrow and lend money. It is an institution for receiving, keeping, and lending money.

18

Mobile Banking:
Mobile banking (also known as M-Banking, mbanking, SMS Banking etc.) is a term used for performing balance checks, account transactions, payments etc. via a mobile device such as a mobile phone. Mobile banking today (2007) is most often performed via SMS or the Mobile Internet but can also use special programs called clients downloaded to the mobile device.

Internet Banking:
Online banking (or Internet banking) allows customers to conduct financial transactions on a secure website operated by their retail or virtual bank, credit union or building society.

Core Banking System:

Core Banking is a general term used to describe the services provided by a group of networked bank branches. Bank Customers may access their funds and other simple transactions from any of the menber branch offices.

Atm:
An automated teller machine (ATM) is a computerized telecommunications device that provides the customers of a financial institution with access to financial transactions in a public space without the need for a human clerk or bank teller. On most modern ATMs, the customer is identified by inserting a plastic ATM card with a magnetic stripe or a plastic smartcard with a chip, that contains a unique card number and some security information, such as an expiration date or CVC (CVV). Security is provided by the customer entering a personal identification number (PIN).

19

Using an ATM, customers can access their bank accounts in order to make cash withdrawals (or credit card cash advances) and check their account balances as well as purchasing mobile cell phone prepaid credit. ATMs are known by various other names including automated banking machine, money machine, bank machine, cash machine, hole-in-the-wall, cashpoint, Bancomat (in various countries in Europe and Russia), Multibanco (after a registered trade mark, in Portugal), and Any Time Money (in India).

20

CHAPTER II RESEARCH METHODOLOGY

2.1 Sampling design: Target population:

The target population in this research refers to the bank customers who are having an account in SBI bank and ICICI bank due to the convenience in collecting the data. The respondents can be any gender, any income level, any occupation and any education level.

Sampling unit

21

The sampling units are customers of ICICI bank and SBI bank.

Sampling method
For this research we use non-probability sampling. Zikmund (1997) stated that in nonprobability sampling, the probability of any particular member of the population being chosen is unknown. The element in the population does not have any probability attached to their being chosen as sample subjects. Snow ball sampling will be applied in this research. Snow ball sampling is used to collect the data from the customers. Snow ball sampling refers to the procedure that involves the selection of additional respondents based on referrals of initial respondents.

Sample size
Ghauri (2002) stated that sample size depend on the desired precision from the estimate. Precision is the size of the estimating interval when the problem is one of estimating a population parameter. This research selects 60 respondents as the sample size due to limited of time by asking them that they are having an account in SBI bank and ICICI bank due to the convenience in collecting the data. The respondents can be any gender, any income level, any occupation and any education level.

Sampling plan:
The researcher is going to collect the data from the ATMS and also by visiting the bank.

22

2.2 Pilot Study:

A pilot study can refer to many types of experiments, but generally the goal of study is to replicate the full scale experiment, but only on a smaller scale. A pilot is often used to test the design of the full-scale experiment. The design can then be adjusted in time. This can turn out to be valuable: should anything be missing in the pilot, it can be added to the experiment and chances are that the full-scale (and more expensive) experiment will not have to be re-done.

Validity:
The ability of a scale or a measuring instrument to measure what it is intended to measure can be termed as the validity of the measurement. Validity can be measured through several methods like face validity, content validity, criterion related validity and construct validity. For this comparative study the researcher has taken the face validity.

Face validity:
Face validity refers to the collective agreement of the experts and researchers on the validity of the measurement scale. The researcher has gave the questionnaire to the experts in banking field.

Reliability:
In reliability the researcher has adopted the alpha method. The reliability for the SBI bank ATM service is .630.It shows that the question regarding to SBI ATM service is reliable. And for the internet banking service is .767. And for the mobile banking service is .896. And for the core banking system is .902. If the reliability result is .6 or above .6 the data is reliable. And for this study the data is reliable because all the service are above .6.

2.3 Research methodology: Sources of data:

The data is basically primary in nature 23

It was obtained from the customers

Data Collection Method:

Our communication approach was basically structured questioning, that is personal interview with the aid of printed questionnaires.

Data Analysis:
Appropriate statistical analysis will be adopted. The data will be tabulated and analyzed.

2.4 Limitations of the Study:

The study is limited to a particular branch of SBI and ICICI bank. Since the time is less the researcher has taken a sample of 100 people and it will not reveal the whole population of a country.

24

CHAPTER III DATA ANALYSIS &INTERPERTATION

Data Analysis and Interpretation:

The following information contains the data interpretation of the questionnaires. The respondents responses for the questions have been interpreted and a finding has been made based on the respondents responses.

25

Frequency table for the demographic details of the SBI respondents Table 3.1 AGE OF THE RESPONDENTS Frequency 25YRS-35YRS 36YRS-45YRS 46YRS-55YRS ABOVE 55YRS Total 12 5 5 8 30 Percent 38.7 16.1 16.1 25.8 100

Interpretation:
From the above table 38.7% respondents are belonging to the age category of 25yrs-35yrs. And 16.1% respondents are belonging to the category of 36yrs-45yrs and 46yrs-55yrs. And 25.8% respondents are belonging to the category of above 55yrs.

Graph: 3.1

26

Table 3.2

27

GENDER OF THE RESPONDENTS

Frequency FEMALE MALE Total 15 15 30

Percent 48.4 48.4 100

Interpretation: From the above table 48.4% respondents are belonging to the category of female. And the remaining 48.4% respondents are belonging to the category of male.

Graph: 3.2

28

Table 3.3

29

EDUCATIONAL OUALIFICATION OF THE RESPONDENTS

Frequency SCHOOL UG PG PROFESSIONAL COURSE M.phil/phd Total 3 9 14 3 1 30

Percent 9.7 29.0 45.2 9.7 3.2 100

Interpretation: From the above table 9.7% of respondents are belonging to the category of school and professional course. And 29.0% of respondents are belonging to the category of UG. And 45.2% of respondents are belonging to the category of PG. And 3.2% of respondents are belonging to the category of M.phil/phd.

Graph 3.3

30

Table 3.4

31

OCCUPATION OF THE RESPONDENTS

Frequency SALARIED PERSON PROFESSIONALS SUPERVISOR MANAGERIAL Total 25 1 1 3 30

Percent 80.6 3.2 3.2 10.0 100

Interpretation: From the above table 80.6% of respondents are falling under the category of salaried person. And 3.2% of respondents are falling under the category of professionals and supervisor. And 10% of respondents are belonging to the category of managerial.

Graph 3.4

32

Table 3.5

33

INCOME LEVEL OF THE RESPONDENTS Frequency Rs.5,000-Rs.15,000 Rs.15,001-Rs.25,000 Rs.25,001-Rs.35,000 Above Rs.45,000 Total 17 8 4 1 30 Percent 54.8 25.8 12.9 3.2 100

Interpretation: From the above table 54.8% of respondents are falling under the income range between Rs.5, 000-Rs.15, 000. And 25.8% are falling under the income range between Rs.15, 001-Rs.25, 000. And 12.9% of respondents are falling under the income range between Rs.25, 001-Rs.35, 000. And 3.2% of respondents are falling under the income range between Above Rs.45, 000.

Graph 3.5

34

Table 3.6

35

REASON TO CHOOSE THE SERVICE

EFFICIENT CUSTOMER SERVICE TIME SAVING TRANSCATION COSTS TECHNOLOGY MORE ATMS Total

Frequency 14 8 3 1 4 30

Percent 45.2 25.8 9.7 3.2 12.9 100

Interpretation: From the above table 45.2% of respondents are saying that the reason to choose SBI is they are providing efficient customer service. And 25.8% of respondents are saying that the reason to choose SBI is they are reducing our waiting time. And 9.7% of respondents are saying that the reason to choose SBI is Transaction costs. And 3.2% of respondents are saying that the reason to choose SBI is Technology. And 12.9% of respondents are saying that the reason to choose SBI is they are provided more atm facility.

Graph 3.6

36

Table 3.7

37

TYPE OF SERVICE PREFER THE MOST Frequency ATM SERVICE INTERNET BANKING MOBILE BANKING CORE BANKING SYSTEM Total 19 3 3 5 30 Percent 61.3 9.7 9.7 16.1 100

Interpretation: From the above table 61.3% of respondents prefer the ATM service. And 9.7% of respondents are preferred the internet banking and mobile banking. And 16.1% of respondents prefer the core banking system.

Graph 3.7

38

Frequency table for the demographic details of the ICICI respondents Table 3.8
39

AGE OF THE ICICI RESPONDENTS Frequency 25 YRS-35 YRS ABOVE 55 YRS Total 29 1 30 Percent 96.7 3.3 100

Interpretation: From the above table 96.7% of respondents are falling under the age group of 25yrs-35yrs. And 3.3% of respondents are falling under the group of above 55yrs.

Graph 3.8

40

Table 3.9

41

GENDER OF THE ICICI RESPONDENTS Frequency FEMALE MALE Total 12 18 30 Percent 40 60 100

Interpretation: From the above table 40% of respondents are belonging to the female category. And 60% of respondents are belonging to the male category.

Graph 3.9

42

Table 3.10

43

EDUCATIONAL LEVEL OF ICICI RESPONDENTS Frequency UG PG PROFESSIONALS M.Phil/Ph.D Total 2 21 6 1 30 Percent 6.7 70.0 20.0 3.3 100

Interpretation: From the above table 6.7% of respondents are belonging to the category of UG. And 70% of respondents are belonging to the category of PG. And 20% of respondents are belonging to the category of professionals. And 3.3% of respondents are belonging to the category of M.Phil/Ph.D.

Graph:

44

Table 3.11 OCCUPATION OF THE ICICI RESPONDENTS

45

Frequency SALARIED PERSON BUSINESS MAN PROFESSIONALS MANAGERIAL Total 23 3 3 1 30

Percent 76.7 10.0 10.0 3.3 100

Interpretation: From the above table 76.7% of respondents belong to the category of salaried person. And 10% of respondents are belonging to the category of businessman and professionals. And 3.3% of respondents are belonging to the category of managerial.

Graph 3.11

46

Table 3.12 INCOME LEVEL OF THE ICICI RESPONDENTS

47

Rs.5,000-Rs.15,000 Rs.15,001-Rs.25,000 Rs.25,001-Rs.35,000 Rs.35,001-Rs.45,000 Above Rs.45,000 Total

Frequency 16 2 9 2 1 30

Percent 53.3 6.7 30.0 6.7 3.3 100

Interpretation: From the above table 53.3% of respondents are falling under the income level of Rs.5, 000-Rs.15, 000. And 6.7% of respondents are falling under the income level of Rs.15, 001-Rs.25, 000 and Rs.35, 001-Rs.45, 000. And 30% of respondents are falling under the income level of Rs.25, 001-Rs.35, 000. And 3.3% of respondents are falling under the income level of above Rs.45, 000.

Graph 3.12

48

Table 3.13 REASON FOR CHOOSING ICICI SERVICES

49

EFFICIENT CUSTOMER SERVICE EFFICIENT COMPLAINTS HANDLING TIME SAVING TRANSACTION COSTS TECHNOLOGY RELIABLE Total

Frequency 8 8 4 2 4 4 30

Percent 26.7 26.7 13.3 6.7 13.3 13.3 100

Interpretation: From the above table 26.7% of respondents are saying that the reason to choose ICICI is they are providing efficient customer service and efficient complaint handling. And 13.3% of respondents are saying that the reason to choose ICICI is they are reducing our waiting time, technology and reliable. And 6.7% of respondents are saying that the reason to choose ICICI is Transaction costs.

Graph 3.13

50

Table 3.14 TYPE OF SERVICES PREFER THE MOST

51

Frequency ATM SERVICE INTERNET BANKING MOBILE BANKING CORE BANKING SYSTEM Total 13 9 4 4 30

Percent 43.3 30.0 13.3 13.3 100

Interpretation: From the above table 43.3% of respondents prefer the ATM service. And 30% of respondents are preferred the internet banking. And 13.3% of respondents prefer the core banking system and mobile banking.

Graph 3.14

52

Cross Tabulation and chi- Square Test:

The following table below is cross tabs and chi- square test for the demographic details for the SBI respondents. For the cross tabulation and chi- square the researcher has taken only education 53

and reason to the service. And the other one is occupation and type of service they prefer the most.

Table 3.15 EDUCATIONAL OUALIFICATION OF THE RESPONDENTS * REASON TO CHOOSE THE SERVICE Cross tabulation

REASON TO CHOOSE THE SERVICE EFFICIENT CUSTOMER SERVICE SCHOOL UG PG PROFESSIONAL COURSE M.phil/phd Total 6.7% 13.3% 13.3% TIME SAVING TRANSCATION COSTS TECHNOLOGY MORE ATMS

Total

3.3% 10%
13.3%

.0% 3.3%
6.7%

.0% .0% 3.3% .0% .0% 3.3%

.0% 3.3% 10% .0% .0% 13.3%

10% 30% 46.7% 10% 3.3% 100.0%

10% 3.3% 46.7%

.0% .0% 26.7%

.0% .0% 10.0%

54

Interpretation:
From the above table 6.7% of respondents are falling under the education level of school has chosen the efficient customer service in SBI. And

55

Graph 3.15

56

Table 3.15 Chi-Square Test -I Hypothesis:

Ho: There is no significant relationship between the educational qualification of the respondents and the reason to choose the service. Ha: There is a significant relationship between the educational qualification of the respondents and the reason to choose the service.

Value Pearson ChiSquare 8.739

df 16

Asymp. Sig. (2sided) .924

Interpretation:
From the above table the calculated chi-square statistic in this case is .924. Since the calculated chi-square is above 0.05. The null hypothesis is rejected and the alternate hypothesis is accepted. So there is a significant relationship between the educational qualification of the respondents and the reason to choose the service.

57

Table 3.16 OCCUPATION OF THE RESPONDENTS * TYPE OF SERVICE PREFER THE MOST Cross tabulation

TYPE OF SERVICE PREFER THE MOST ATM SERVICE SALARIED PERSON 53.3% INTERNET BANKING 3.3% MOBILE BANKING 6.7% CORE BANKING SYSTEM 20% Total

83.3%

PROFESSIONALS

.0%

3.3%

.0%

.0%

3.3%

SUPERVISOR

3.3%

.0%

.0%

.0%

3.3%

MANAGERIAL

6.7%

3.3%

.0%

.0%

10%

Total

63.3%

10%

6.7%

20%

100%

58

Graph 3.16:

59

Table 3.16 Chi-Square Test - II Hypothesis:

Ho: There is no significant relationship between the occupation of the respondents and the type of service they prefer the most. Ha: There is no significant relationship between the occupation of the respondents and the type of service they prefer the most.

Value Pearson ChiSquare 13.186

df 9

Asymp. Sig. (2sided) .154

Interpretation:
From the above table the calculated chi-square statistic in this case is .154. Since the calculated chi-square is below 0.05. The null hypothesis is accepted and the alternate hypothesis is rejected. So there is no significant relationship between the occupation of the respondents and the type of service they prefer the most.

60

The following table below is cross tabs and chi- square test for the demographic details for the ICICI respondents. For the cross tabulation and chi- square the researcher has taken only education and reason to the service. And the other one is occupation and type of service they prefer the most.

Table 3.17 EDUCATIONAL LEVEL OF ICICI RESPONDENTS * REASON FOR CHOOSING ICICI SERVICES Cross tabulation
REASON FOR CHOOSING ICICI SERVICES EFFICIENT CUSTOMER SERVICE EFFICIENT COMPLAINTS HANDLING TIME SAVING TRANSACTION COSTS TECHNOLOGY RELIABLE Total

UG PG PROFESSIONAL COURSE M.PHIL/PHD TOTAL

.0% 13.3% 10%

.0% 26.7% .0%

.0% 10% 3.3%

6.7% .0% .0%

.0% 6.7% 6.7%

.0% 13.3% .0%

6.7% 70% 20%

3.3% 26.7%

.0% 26.7%

.0% 13.3%

.0% 6.7%

.0% 13.3%

.0% 13.3%

3.35 100%

61

Graph 3.17

62

Table 3.17 Chi-Square Test - I Hypothesis:

Ho: There is no significant relationship between the educational qualification and the reason for choosing the service. Ha: There is a significant relationship between the educational qualification and the reason for choosing the service.

Value Pearson ChiSquare 40.268

df 15

Asymp. Sig. (2sided) .000

Interpretation:
From the above table the calculated chi-square statistic in this case is .000. Since the calculated chi-square is below 0.05. The null hypothesis is accepted and the alternate hypothesis is rejected. So there is no significant relationship between the educational qualification of the respondents and the reason for choosing the service..

63

Table 3.18 OCCUPATION OF THE ICICI RESPONDENTS * TYPE OF SERVICES PREFER THE MOST Cross tabulation

TYPE OF SERVICE PREFER THE MOST ATM SERVICE SALARIED PERSON 36.7% INTERNET BANKING 20% MOBILE BANKING 13.3% CORE BANKING SYSTEM 6.7% Total

76.7%

BUSINESS MAN PROFESSIONALS

3.3% 3.3%

3.3% 3.3%

.0% .0%

3.3% 3.3%

10% 10%

MANAGERIAL

.0%

3.3%

.0%

.0%

3.3%

Total

43.3%

30%

13.3%

13.3%

100%

64

Interpretation:

Graph 3.18

Table 3.18
65

Chi-Square Test - II Hypothesis:

Ho: There is no significant relationship between the occupation of the respondents and the type of service they prefer the most. Ha: There is a significant relationship between the occupation of the respondents and the type of service they prefer the most.

Value Pearson ChiSquare 5.974

df 9

Asymp. Sig. (2sided) .743

Interpretation:
From the above table the calculated chi-square statistic in this case is .743. Since the calculated chi-square is above 0.05. The null hypothesis is rejected and the alternate hypothesis is accepted So there is a significant relationship between the occupation of the respondents and the type of service they prefer the most.

66

FINDINGS RECOMMENDATIONS AND CONCLUSION

Findings:
67

 Sum Of the respondents to choose the SBI bank is because the bank is proving more ATM facility to the customers. And many of the respondents are saying the reason to choose the services of the SBI bank is because they are good in efficient customer service. And the income level of the respondents who are having an account in SBI bank falling under the income level of Rs. 5,000 Rs.15.000. The age group of 25yrs 35yrs respondents mostly is having an account in SBI bank. The both gender are equally having an account in SBI bank. And many of the respondents are not aware of the many services rendered by the SBI bank. The few are deposit of cash in ATM, request for cheque book in ATM, end of the day balance in mobile, etc. Sum Of the respondents to choose the ICICI bank is because the bank is more reliable to the customers. And many of the respondents are saying the reason to choose the services of the ICICI bank is because they are good in efficient customer service and efficient complaint handling. And the income level of the respondents who are having an account in ICICI bank falling under the income level of Rs. 5,000 - Rs.15.000. The age group of 25yrs - 35yrs respondents mostly is having an account in ICICI bank. The male gender is mostly having an account in ICICI bank. And many of the respondents are not aware of the many services rendered by the ICICI bank. The few are deposit of cash in ATM, request for cheque book in ATM, end of the day balance in mobile, etc.

Recommendation:
68

 Since many of the respondents are not aware of there key services. The bank has to take some initiatives. The bank can post a list of services that they are rendered to the customers inside the bank Premises. And they can post demo of all these services in their bank website. They can concentrate more on the respondents are falling under the age group 25yrs 35yrs. The SBI bank can concentrate on customer complaints handling. The ICICI bank can concentrate on the female gender. The bank can also send a post to there customers by informing there services and how to proceed with that and all details they can mention it in the post.

Conclusion:
69

Since both the banks are competing equally with each other. But SBI bank is little bit below the line in customer complaints handling when compared to ICICI bank. The ICICI bank is little bit below the line in concentrating on female customers when to SBI bank.

70

APPENDICS

71

BIBLIOGRAPHY: Research Methodology ICFAI Publication S.P.Gupta Statistics Book. Websites: [email protected]

www.googlesearch.com www.iupindia.org www.ebscohostsearch.com www.emeraldinsight.com www.scribd.com

72

Questionnaire Personal details 1. Name: 2. Age: a) 25yrs- 35 yrs b) 36 yrs - 45yrs yrs 3. Gender: a) Male b) Female 4. Educational Qualification: a) Illiterate b) School c) UG d) PG e) Professional Course f) Others 5. Occupation: a) House wife b) Students c) Salaried person d) Business man e) Professionals f) Supervisor g) Managerial h) pensioner 6. Income level: a) Rs.5,000 Rs.15,000 b) Rs.15,001-Rs.25,000 c) Rs.25,001- Rs.35,000 d) Rs.35,001-Rs.45,000 e) Above Rs. 45,000 7. In which bank do you have an account? a) ICICI bank b) SBI bank 8. What is the reason to choose the services of the bank? a) Efficient customer service b) efficient complaints handling c) Time saving d) transaction costs e) technology f) Others _________ pls specify c) 46 55 yrs d) above 55

73

9. What type of services do you prefer the most? a) ATM service b) Internet Banking c) Mobile Banking

d) Core banking system e) Others _____________ pls specify Customer service questionnaire Please use (/) mark to give your responses for the following questions 1=strongly disagree, 2= disagree, 3= neutral, 4= agree, 5= strongly agree S.no 1 2 3 4 5 ATM Service I am facing problems in withdrawing cash from ATM. I am facing problems like insufficient cash in 1 2 3 4 5

ATM. ATM services are useful for me to deposit cash and cheques ATM services are useful for me to request for cheque book ATM services are useful for me to get the enquiry statement of my account. Internet Banking Internet banking helps me to transfer funds from the bank to the personalized transactions Internet banking saves me time for the banking transactions Internet banking helps me in bill payments
74

1 2 3

4 5 1 2 3 4 5 6 7

Internet banking secures the money transactions Internet banking helps in online trading Mobile banking Mobile banking is useful for me to know the end of day account balance. Mobile banking is useful for me to know the cheque details Mobile banking is useful for me to know the Debit/credit above certain limit in my account. Mobile banking is useful for me to Stop inward/outward cheques. Mobile banking is useful for my bill payments Mobile banking helps me to know about the debit/credit details Mobile banking provides me a support for ticketing, recharging mobiles etc. Core Banking system Core banking system helps me to transfer funds from different branches Core banking system makes me convenient to know about the deposit details Core banking system helps me to protect my personal information Core banking system helps me for the ATM service transactions Core banking system helps me for the internet banking transactions

1 2 3 4 5

75

76