Chapter 1

Introduction
Indian Banking Industry

The Indian banking can be broadly categorized into nationalized (government owned),  
private banks and specialized banking institutions. The Reserve Bank of India acts a
centralized body monitoring any discrepancies and shortcoming in the system. Since the
nationalization of banks in 1969, the public sector banks or the nationalized banks have
acquired a place of prominence and has since then seen tremendous progress.

The need to become highly customer focused has forced the slow-moving public sector
banks to adopt a fast track approach. The unleashing of products and services through
the net has galvanized players at all levels of the banking and financial institutions
market grid to look anew at their existing portfolio offering. Conservative banking
practices allowed Indian banks to be insulated partially from the Asian currency crisis.
Indian banks are now quoting al higher valuation when compared to banks in other
Asian countries (viz. Hong Kong, Singapore, Philippines etc.) that have major problems
linked to huge Non Performing Assets (NPAs) and payment defaults. Co-operative
banks are nimble footed in approach and armed with efficient branch networks focus
primarily on the ‘high revenue’ niche retail segments.
The Indian banking has finally worked up to the competitive dynamics of the ‘new’
Indian market and is addressing the relevant issues to take on the multifarious
challenges of globalization. Banks that employ IT solutions are perceived to be
‘futuristic’ and proactive players capable of meeting the multifarious requirements of
the large customer’s base. Private banks have been fast on the uptake and are reorienting
their strategies using the internet as a medium The Internet has emerged as the new and
challenging frontier of marketing with the conventional physical world tenets being just
as applicable like in any other marketing medium.

1
The Indian banking has come from a long way from being a sleepy business institution to
a highly proactive and dynamic entity. This transformation has been largely brought
about by the large dose of liberalization and economic reforms that allowed banks to
explore new business opportunities rather than generating revenues from conventional
streams (i.e. borrowing and lending).

The banking in India is highly fragmented with 30 banking units contributing to almost
50% of deposits and 60% of advances. Indian nationalized banks (banks owned by the
government) continue to be the major lenders in the economy due to their sheer size and
penetrative networks which assures them high deposit mobilization. The Indian banking
can be broadly categorized into nationalized, private banks and specialized banking
institutions.

The Reserve Bank of India act as a centralized body monitoring any discrepancies and
shortcoming in the system. It is the foremost monitoring body in the Indian financial
sector. The nationalized banks (i.e. government-owned banks) continue to dominate the
Indian banking arena.

Industry estimates indicate that out of 274 commercial banks operating in India, 223
banks are in the public sector and 51 are in the private sector. The private sector bank
grid also includes 24 foreign banks that have started their operations here. Under the
ambit of the nationalized banks come the specialized banking institutions. These co-
operatives, rural banks focus on areas of agriculture, rural development etc.

Unlike commercial banks these co-operative banks do not lend on the basis of a prime
lending rate. They also have various tax sops because of their holding pattern and
lending structure and hence have lower overheads. This enables them to give a
marginally higher percentage on savings deposits. Many of these cooperative banks
diversified into specialized areas (catering to the vast retail audience) like car finance,
housing loans, truck finance etc. in order to keep

2
pace with their public sector and private counterparts, the co-operative banks too have
invested heavily in information technology to offer high-end computerized banking
services to its clients.

Types of Banks

Banks  1998-99

State Bank of India and

08
Associates

Nationalized Banks 19

Domestic Private Sector Banks 25

New Domestic Private Sector

09
Banks

Foreign Banks 29

Complementing the roles of the nationalized and private banks are the specialized
financial institutions or Non-Banking Financial Institutions (NBFCs). With their
focused portfolio of products and services, these Non-Banking Financial Institutions act
as an important catalyst in contributing to the overall growth of the financial services
sector. NBFCs offer loans for working capital requirements, facilitate mergers and
acquisitions, IPO finance, etc. apart from financial consultancy services. Trends are
now changing as banks (both public and

private) have now started focusing on NBFC domains like long and medium-term
finance, working cap requirements. IPO financing to etc. to meet the multifarious needs
of the business community. 

3
COMMERCIAL FINANCING
The commercial financing model in Indian banking can be broadly categorized into
project finance and working capital finance. These two segments form the pivot around
which banks operate. 

PROJECT FINANCE 
Banks offer long term and short terms loans to business houses, corporations to set up
their projects. These loans are disbursed after the approval from the banks’ core credit
validating committee. In India, there are 11 national level land 46 state level financial
and investment institutions that cater to long term funding requirements of the industry.
The project finance segment is highly competitive with various players offering
innovative schemes to entice corporate. 

WORKING CAPITAL
In order to meet the diverse needs and requirements of the business community, banks
offer working capital funds to corporate. Working capital finance is specialized line of
business and is largely dominated by the commercial banks.

The Indian banking saw dramatic changes in the last decade or so ever since the advent
of liberalization and India’s integration with the world economy. These economic
reforms and the entry of private players saw nationalized banks revamp their service and
product portfolio to incorporate new, innovative customer-centric schemes. The Indian
banking finally woke up to the surging demands of the ever-discerning Indian
consumer. The need to become highly customer focused (generated by high
competitive levels) forced the slow-moving public sector banks to adopt a fast track
approach.

Taking a leaf out of the private sector banks, the public sector banks too went for major
image changes (including corporate brand building exercises) and customer friendly
schemes.

These customer friendly programs included revamping of the product and service
portfolio by introducing new product & service schemes (like credit cards, hassle-free
housing loan schemes, educational loans and flexi-deposit schemes) integration of the

4
branch network by using advance networking technology and customer personalization
programs (through ATMs and anytime banking etc.).

Many banks have started capitalizing on the recent stock market surge by adding
(Initial Public Offering) IPO financing options and schemes in their product mix. IPO
finance has received a positive response from the investors and is becoming popular
amongst the business community. The objective of all these strategies was very clear –
to bridge the service & product gap that was inherent in the banking system. To cater to
the increasing customer demands and the surge in business volumes, many public sector
banks have ploughed back funds to invest heavily in technology upgrades and systems
like LANs, WANs, VSATs etc. 

Marketing and brand building programs were also given a new thrust in the new
liberalized banking scenario. Promotional budgets were hiked to cater to the new and
large discerning target audience. Banks were now keen on marketing their products and
service though various mediums to reach their core customers. Direct marketing,
Internet marketing, hoarding, press ads, television sponsorships, image makeovers etc.
became an integral part of a bank’s marketing mix. To meet the personalized needs of
the customer and in order to differentiate its services, banks repositioned themselves in
specialized fields, like housing loans, car finance, educational loans etc. to optimally
service the customer.

Permission marketing became the new strategy that banks began to propound i.e.
feeding the customer (with his or her consent) with product and service information and
thereby enticing him towards the bank’s product – service portfolio.

NEW GENERATION BANKING

The liberalize policy of Government of India permitted entry to private sector in the
banking, the industry has witnessed the entry of nine new generation private banks. The
major differentiating parameter that distinguishes these banks from all the other banks in
the Indian banking is the level of service that is offered to the customer. Verify the
focus has always been centered around the customer – understanding his needs,
preempting him and consequently delighting him with various configuration of benefits
5
and a wide portfolio of products and services. These banks have generally been
established by promoters of repute or by ‘high value’ domestic financial institutions.
The popularity of these banks can be gauged by the fact that in a short span of time,
these banks have gained considerable customer confidence and consequently have
shown impressive growth rates. Today, the private banks corner almost four per cent
share of the total share of deposits. Most of the banks in this category are concentrated
in the high-growth urban areas in metros (that account for approximately 70% of the
total banking business ). With efficiency being the major focus, these banks have
leveraged on their strengths and competencies viz. Management, operational efficiency
and flexibility, superior product positioning and higher employee productivity skills. 

The private banks with their focused business and service portfolio have a reputation of
being niche players in the industry. A strategy that has allowed these banks to
concentrate on few reliable high net worth companies and individuals rather than cater
to the mass market. These well-chalked out integrates strategy plans have allowed most
of these banks to deliver superlative levels of personalized services.

With the Reserve Bank of India allowing these banks to operate 70% of their businesses
in urban areas, this statutory requirement has translated into lower deposit mobilization
costs and higher margins relative to public sector banks.  

6
 Chapter 2
COMPANY PROFILE
ICICI Bank

The Housing Development Finance Corporation Limited (ICICI) was amongst the first to
receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the
private sector, as part of the RBI's liberalisation of the Indian Banking Industry in 1994. The
bank was incorporated in August 1994 in the name of 'ICICI Bank Limited', with its
registered office in Mumbai, India. ICICI Bank commenced operations as a Scheduled
Commercial Bank in January 1995.
 Promoter

 Business Focus

7
  Capital Structure

 CBoP & Times Bank Amalgamation

 Distribution Network

 Management

 Technology

 Businesses

 Ratings

Promoter

ICICI is India's premier housing finance company and enjoys an impeccable track record in
India as well as in international markets. Since its inception in 1977, the Corporation has
maintained a consistent and healthy growth in its operations to remain the market leader in
mortgages.
Its outstanding loan portfolio covers well over a million dwelling units. ICICI has developed
significant expertise in retail mortgage loans to different market segments and also has a large
corporate client base for its housing related credit facilities.
With its experience in the financial markets, a strong market reputation, large shareholder
base and unique consumer franchise, ICICI was ideally positioned to promote a bank in the
Indian environment.

Business Focus
ICICI Bank's mission is to be a World-Class Indian Bank. The objective is to build sound
customer franchises across distinct businesses so as to be the preferred provider of banking
services for target retail and wholesale customer segments, and to achieve healthy growth in
profitability, consistent with the bank's risk appetite.

The bank is committed to maintain the highest level of ethical standards, professional
integrity, corporate governance and regulatory compliance. ICICI Bank's business philosophy

8
is based on four core values - Operational Excellence, Customer Focus, Product Leadership
and People.

CAPITAL STUCTURE-
As on 31st March, 2014 the authorized share capital of ICICI Bank is Rs. 550 crore. The
paid-up capital as on the said date is Rs. 425, 38,41,090/- ( 42,53,84,109 equity shares of Rs
10/- each).
The ICICI Group holds 19.38% of the Bank's equity and about 17.70 % of the equity is held
by the ADS Depository (in respect of the bank's American Depository Shares (ADS) Issue).
27.69 % of the equity is held by Foreign Institutional Investors (FIIs) and the Bank has about
5,48,774 shareholders.
The shares are listed on the Bombay Stock Exchange Limited and The National Stock
Exchange of India Limited. The Bank's American Depository Shares ( ADS ) are listed on the
New York Stock Exchange (NYSE) under the Bank's Global Depository Receipts (GDRs)
are listed on Luxembourg Stock Exchange under ISIN No US40415F2002.

CBOP & Times Bank Amalgamation

On May 23, 2012, the amalgamation of Centurion Bank of Punjab with ICICI Bank was
formally approved by Reserve Bank of India to complete the statutory and regulatory
approval process. As per the scheme of amalgamation, shareholders of CBoP received 1
share of ICICI Bank for every 29 shares of CBoP.

The merged entity will have a strong deposit base of around Rs. 1,22,000 crore and net
advances of around Rs. 89,000 crore. The balance sheet size of the combined entity would be
over Rs. 1,63,000 crore.

The amalgamation added significant value to ICICI Bank in terms of increased branch
network, geographic reach, and customer base, and a bigger pool of skilled manpower.

In a milestone transaction in the Indian banking industry, Times Bank Limited (another new
private sector bank promoted by Bennett, Coleman & Co. / Times Group) was merged with
ICICI Bank Ltd., effective February 26, 2000. This was the first merger of two private banks
in the New Generation Private Sector Banks. As per the scheme of amalgamation approved

9
by the shareholders of both banks and the Reserve Bank of India, shareholders of Times Bank
received 1 share of ICICI Bank for every 5.75 shares of Times Bank.

Distribution Network

ICICI Bank is headquartered in Mumbai. The Bank at present has an enviable network of
over 1416 branches spread over 550 cities across India. All branches are linked on an online
real-time basis. Customers in over 500 locations are also serviced through Telephone
Banking. The Bank's expansion plans take into account the need to have a presence in all
major industrial and commercial centers where its corporate customers are located aswell as
the need to build a strong retail customer base for both deposits and loan products. Being a
clearing/settlement bank to various leading stock exchanges, the Bank has branches in the
centers where the NSE/BSE have a strong and active member base.

The Bank also has a network of about over 3382 networked ATMs across these cities.
Moreover, ICICI Bank's ATM network can be accessed by all domestic and international
Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American Express Credit/Charge
cardholders.

Management

Mr. Jagdish Kapoor took over as the bank's Chairman in July 2001. Prior to this, Mr.
Kapoorwas a Deputy Governor of the Reserve Bank of India.

The Managing Director, Mr. AdityaPuri, has been a professional banker for over 25 years,
and before joining ICICI Bank in 1994 was heading Citibank's operations in Malaysia.

The Bank's Board of Directors is composed of eminent individuals with a wealth of

experience in public policy, administration, industry and commercial banking. Senior
executives representing ICICI are also on the Board.

Senior banking professionals with substantial experience in India and abroad head various
businesses and functions and report to the Managing Director. Given the professional
expertise of the management team and the overall focus on recruiting and retaining the best
talent in the industry, the bank believes that its people are a significant Competitive strength.

10
Technology

ICICI Bank operates in a highly automated environment in terms of information technology

and communication systems.

All the bank's branches have online connectivity, which enables the bank to offer speedy
funds transfer facilities to its customers. Multi-branch access is also provided to retail
customers through the branch network and Automated Teller Machines (ATMs).

The Bank has made substantial efforts and investments in acquiring the best technology
available internationally, to build the infrastructure for a world class bank. The Bank's
business is supported by scalable and robust systems which ensure that our clients always get
the finest services we offer.

The Bank has prioritised its engagement in technology and the internet as one of its key goals
and has already made significant progress in web-enabling its core businesses. In each of its
businesses, the Bank has succeeded in leveraging its market position, expertise and
technology to create a competitive advantage and build market share.

Businesses

ICICI Bank offers a wide range of commercial and transactional banking services and
treasury products to wholesale and retail customers. The bank has three key business
segments:

Wholesale Banking Services

The Bank's target market ranges from large, blue-chip manufacturing companies in the Indian
corporate to small & mid-sized corporate and agri-based businesses. For these customers, the
Bank provides a wide range of commercial and transactional banking services, including

11
working capital finance, trade services, transactional services, cash management, etc. The
bank is also a leading provider of structured solutions, which combine cash management
services with vendor and distributor finance for facilitating superior supply chain
management for its corporate customers. Based on its superior product delivery / service
levels and strong customer orientation, the Bank has made significant inroads into the
banking consortia of a number of leading Indian corporate including multinationals,
companies from the domestic business houses and prime public sector companies.

It is recognized as a leading provider of cash management and transactional banking

solutions to corporate customers, mutual funds, stock exchange members and banks.

Retail Banking Services

The objective of the Retail Bank is to provide its target market customers a full range of
financial products and banking services, giving the customer a one-stop window for all
his/her banking requirements. The products are backed by world-class service and delivered
to customers through the growing branch network, as well as through alternative delivery
channels like ATMs, Phone Banking, Net Banking and Mobile Banking.
The ICICI Bank Preferred program for high net worth individuals, the ICICI Bank Plus and
the Investment Advisory Services programs have been designed keeping in mind needs of
customers who seek distinct financial solutions, information and advice on various
investment avenues. The Bank also has a wide array of retail loan products including Auto
Loans, Loans against marketable securities, Personal Loans and Loans for Two-wheelers. It
is also a leading provider of Depository Participant (DP) services for retail customers,
providing customers the facility to hold their investments in electronic form.

ICICI Bank was the first bank in India to launch an International Debit Card in association
with VISA (VISA Electron) and issues the MasterCard Maestro debit card as well. The Bank
launched its credit card business in late 2001. By March 2014, the bank had a total card base
(debit and credit cards) of over 13 million. The Bank is also one of the leading players in the

12
“merchant acquiring” business with over 70,000 Point-of-sale (POS) terminals for debit /
credit cards acceptance at merchant establishments. The Bank is well positioned as a leader in
various net based B2C opportunities including a wide range of internet banking services for
Fixed Deposits, Loans, Bill Payments, etc.

Treasury

Within this business, the bank has three main product areas - Foreign Exchange and
Derivatives, Local Currency Money Market & Debt Securities, and Equities. With the
liberalization of the financial markets in India, corporate need more sophisticated risk
management information, advice and product structures.

These and fine pricing on various treasury products are provided through the bank's Treasury
team. To comply with statutory reserve requirements, the bank is required to hold 25% of its

deposits in government securities. The Treasury business is responsible for managing the
returns and market risk on this investment portfolio.

Ratings

CreditRating

The Bank has its deposit programs rated by two rating agencies - Credit Analysis & Research
Limited (CARE) and Fitch Ratings India Private Limited. The Bank's Fixed Deposit
programme has been rated 'CARE AAA (FD)' [Triple A] by CARE, which represents
instruments considered to be "of the best quality, carrying negligible investment risk". CARE
has also rated the bank's Certificate of Deposit (CD) programme "PR 1+" which represents
"superior capacity for repayment of short term promissory obligations". Fitch Ratings India
Pvt. Ltd. (100% subsidiary of Fitch Inc.) has assigned the "AAA ( ind )" rating to the Bank's
deposit programme, with the outlook on the rating as "stable".

The Bank also has its long term unsecured, subordinated (Tier II) Bonds rated by CARE and
Fitch Ratings India Private Limited and its Tier I perpetual Bonds and Upper Tier II Bonds
rated by CARE and CRISIL Ltd. CARE has assigned the rating of "CARE AAA" for the

13
subordinated Tier II Bonds while Fitch Ratings India Pvt. Ltd. has assigned the rating "AAA
(ind)" with the outlook on the rating as "stable". CARE has also assigned "CARE AAA
[Triple A]" for the Banks Perpetual bond and Upper Tier II bond issues. CRISIL has assigned
the rating "AAA / Stable" for the Bank's Perpetual Debt programme and Upper Tier II Bond
issue. In each of the cases referred to above, the ratings awarded were the highest assigned by
the rating agency for those instruments.

Corporate Governance Rating

The bank was one of the first four companies, which subjected itself to a Corporate
Governance and Value Creation (GVC) rating by the rating agency, The Credit Rating
Information Services of India Limited (CRISIL). The rating provides an independent
assessment of an entity's current performance and an expectation on its "balanced value
creation and corporate governance practices" in future. The bank has been assigned a
'CRISIL GVC Level 1' rating which indicates that the bank's capability with respect to wealth
creation for all its stakeholders while adopting sound corporate governance practices is the
highest.

Awards and Achievements - Banking Services

ICICI Bank began operations in 1995 with a simple mission: to be a "World-class Indian
Bank". It is extremely gratifying that our efforts towards providing customer convenience
have been appreciated both nationally and internationally.

Business Mr. AdityaPuri, MD, ICICI Bank

Standard Best
Banker Award

BestBankAwards Best Innovator of the year award for MD Mr. AdityaPuri

2014 -Second best Private bank in India.
- Best in Strength and Soundness  Award

Euro money 'Best Bank in India'

Awards 2014

Economic Times Most Trusted Brand - Runner Up

14
Brand Equity &
Nielsen Research
annual survey 2014

Asia Money 2014 'Best Domestic Bank in India'

Awards

IBA Banking 'Best IT Governance Award - Runner up'

Technology
Awards 2014

Global Finance 'Best Trade Finance Bank in India for 2014

Award

IDRBT Banking 'Best IT Governance and Value Delivery'

Technology
Excellence Award
2012

Asian Banker 'Asian Banker Best Retail Bank in India Award 2014 '
Excellence in
Retail Financial
Services

2012

Finance Asia 'Best Bank and Best Cash Management Bank'

Country Awards
for Achievement
2012

CNN-IBN 'Indian of the Year (Business)'

Nasscom IT User 'Best IT Adoption in the Banking Sector'.

15
Award 2012

Business India 'Best Bank 2012'

Forbes Asia Fab 50 companies in Asia Pacific.

Asian Banker Best Retail Bank 2012

Excellence in
Retail Financial
Services

Asia money Best local Cash Management Bank Award voted by Corporates

Microsoft & Indian Security Strategist Award 2012

Express Group

WorldTradeCenter For outstanding contribution to international trade services.

Award of honors

Business Today- One of India's "Most Innovative Companies"

Monitor Group
survey

Financial Express- Best Bank Award in the Private Sector category

Ernst & Young
Award

Global HR 'Employer Brand of the Year 2010 -2012' Award - First Runner up, &

16
Excellence Awards many more
- Asia Pacific HRM
Congress

2010

Dun & Bradstreet – 'Corporate Best Bank' Award

American Express
Corporate Best
Bank Award 2010

The Bombay Stock 'Best Corporate Social Responsibility Practice' Award

Exchange and
Nasscom
Foundation's
Business for Social
Responsibility
Awards 2010

Outlook Money & Best Bank Award in the Private sector category.
NDTV Profit

The Asian Banker Best Retail Bank in India

Excellence in
Retail Financial
Services Awards

Asian Banker Our Managing Director AdityaPuri wins the Leadership Achievement
Award for India

We are aware that all these awards are mere milestones in the continuing, never-ending
journey of providing excellent service to our customers. We are confident, however, that with
your feedback and support, we will be able to maintain and improve our services.

Corporate Governance

17
ICICI Bank recognizes the importance of good corporate governance, which is generally
accepted as a key factor in attaining fairness for all stakeholders and achieving organizational
efficiency. This Corporate Governance Policy, therefore, is established to provide a direction
and framework for managing and monitoring the bank in accordance with the principles of
good corporate governance.

 Code of Corporate Governance

 Corporate Governance Rating

 Composition of the Board

 Profiles of Directors
 Ownership Rights

 Promoters Rights( ICICI LTD.)

 Key Shareholders Rights

 Grievance Redressal

 Dividend Policy

 Memorandum of Association

 Articles of Association

 Board Meetings

 Code of Corporate Governance

The Bank believes in adopting and adhering to best recognised corporate governance
practices and continuously benchmarking itself against each such practice. The Bank
understands and respects its fiduciary role and responsibility to shareholders and strives hard
to meet their expectations. The Bank believes that best board practices, transparent
disclosures and shareholder empowerment are necessary for creating shareholder value.

The Bank has infused the philosophy of corporate governance into all its activities. The
philosophy on corporate governance is an important tool for shareholder protection and

18
maximization of their long term values. The cardinal principles such as independence,
accountability, responsibility, transparency, fair and timely disclosures, credibility etc. serve
as the means for implementing the philosophy of corporate governance in letter and spirit.

Corporate Governance Rating

The bank was amongst the first four companies, which subjected itself to a Corporate
Governance and Value Creation (GVC) rating by the rating agency, The Credit Rating
Information Services of India Limited (CRISIL). The rating provides an independent
assessment of an entity's current performance and an expectation on its "balanced value
creation and corporate governance practices" in future. The bank has been assigned a
'CRISIL GVC Level 1' rating for the second consecutive year, which indicates that the bank's
capability with respect to wealth creation for all its stakeholders while adopting sound
corporate governance practices is the highest.

Composition of the Board

The Composition of the Board of Directors of the Bank is governed by the Companies Act,
1956, the Banking Regulation Act, 1949 and the listing requirements of the Indian Stock
Exchanges where securities issued by the Bank are listed. The Board has strength of 12
Directors as on March 31, 2012. All Directors other than Mr. AdityaPuri, Mr. Harish
Engineer and Mr. PareshSukthankar are non-executive directors. The Bank has five
independent directors and six non-independent directors. The Board consists of eminent
persons with considerable professional expertise and experience in banking, finance,
agriculture, small scale industries and other related fields.

None of the Directors on the Board is a member of more than 10 Committees and Chairman
of more than 5 Committees across all the companies in which he/she is a Director. All the
Directors have made necessary disclosures regarding Committee positions occupied by them
in other companies.

- Mr. JagdishCapoor, Mr. KekiMistry, Mrs. RenuKarnad, Mr. AdityaPuri, Mr. Harish
Engineer and Mr. PareshSukthankar are non-independent Directors on the Board.

19
 - Mr. ArvindPande, Mr. AshimSamanta, Mr. Gautam Divan, Mr. C. M. Vasudev and
Dr. PanditPalande are independent directors on the Board.

- Mr. KekiMistry and Mrs. RenuKarnad represent ICICI Limited on the Board of the
Bank.

- The Bank has not entered into any materially significant transactions during the year,
which could have a potential conflict of interest between the Bank and its promoters,
directors, management and/or their relatives, etc. other than the transactions entered
into in the normal course of business. The Senior Management have made disclosures
to the Board confirming that there are no material, financial and/or commercial
transactions between them and the Bank which could have potential conflict of
interest with the Bank at large.

Promoters Right (ICICI Ltd.)

The Memorandum and Articles of Association of the Bank provides the following rights to
ICICI Limited, promoter of the Bank:

The Board shall appoint non-retiring Directors from amongst the Directors nominated by
ICICI Limited with the approval of shareholders, so long as ICICI Limited and its
subsidiaries, singly or jointly hold not less than 20% of the paid-up share capital of the Bank.

ICICI Limited shall nominate either a part-time Chairman and the Managing Director or a
full time Chairman, with the approval of the Board and the shareholders so long as ICICI
Limited and its subsidiaries, singly or jointly hold not less than 20% of the paid-up share
capital of the Bank.

Under the terms of Bank’s organizational documents, ICICI Limited has a right to nominate
two directors who are not required to retire by rotation, so long as ICICI Limited, its
subsidiaries or any other company promoted by ICICI Limited either singly or in the
aggregate holds not less than 20% of paid up equity share capital of the Bank. At present, the
two directors so nominated by ICICI Limited are the Chairman and the Managing Director of
the Bank.

20
Key Shareholders Rights

ICICI Limited, Bennett, Coleman & Co. Ltd. and its group companies (the promoters of
erstwhile Times Bank Limited) and Chase Funds had entered into a tripartite agreement dated
November 26, 1999 for effecting amalgamation of Times Bank Limited with the Bank. Under
this Agreement, Bennett Coleman Group has a right to nominate one Director on the Board of

the Bank as long as its holding exceeds 5% of the share capital of the Bank. Currently, as on
March 31, 2012, the Bennett Coleman Group holds 4.57% of the share capital of the Bank
and Mr. Vineet Jain who represented the Bennett Coleman Group on the Board has since
resigned as a Director of the Bank.

Dividend Policy

Your Bank has had a track record of moderate but steady increases in dividend declarations
for the last 10 years and dividend payout ratio in the last few years has been in the range of
20-25 %.

Your Bank's dividend policy is based on the need to balance the twin objectives of
appropriately rewarding shareholders with cash dividends and of retaining capital to maintain
a healthy capital adequacy ratio to support future growth.

In line with this policy and recognisation of healthy performance during 2010-08, your
directors pleased to recommend a dividend of 85% for the year ended on March 31,2012 as
against 70% for the year ended March 31, 2010.

This dividend shall be subject to distribution tax to be paid by the Bank but will be tax-free
in the hands of the members.

Retail Banking:

The Retail Banking division provides various deposit products, loans, credit cards, debit
cards, third party mutual funds and insurance, investment advisory services, and depositary
services.

21
Wholesale Banking:

The Wholesale Banking division offers loans, deposit products, documentary credits,
guarantees, bullion trading, foreign exchange, and derivative products, as well as cash
management services, clearing and settlement services for stock exchanges, tax and other
collections for the government, custody services for mutual funds, and correspondent banking
services

Treasury Operations:

The Treasury Operations division manages debt securities, money market operations, foreign
exchange, and derivative products.

Helping Indians experience the joy of home ownership. The road to success is a tough and
challenging journey in the dark where only obstacles light the path. However, success on a
terrain like this is not without a solution.

As we found out over two decades ago, in 1977, the solution for success is customer
satisfaction. All you need is the courage to innovate, the skill to understand your clientele and
the desire to give them your best.

Today, over a million satisfied customers whose dream we helped realize, stand testimony to
our success.

Our objective, from the beginning, has been to enhance residential housing stock and
promote home ownership.

Now, our offerings range from hassle-free home loans and deposit products, to property
related services and a training facility.

We also offer specialized financial services to our customer base through partnerships with
some of the best financial institutions worldwide Housing Finance Sector.

22
Housing Finance Sector

Against the milieu of rapid urbanization and a changing socio-economic scenario, the
demand for housing has grown explosively. The importance of the housing sector in the
economy can be illustrated by a few key statistics. According to the National Building
Organization (NBO), the total demand for housing is estimated at 2 million units per year and
the total housing shortfall is estimated to be 19.4 million units, of which 12.76 million units is

from rural areas and 6.64 million units from urban areas. The housing industry is the second
largest employment generator in the country. It is estimated that the budgeted 2 million units
would lead to the creation of an additional 10 million man-years of direct employment and
another 15 million man-years of indirect employment.
Having identified housing as a priority area in the Ninth Five Year Plan (1997-2002), the
National Housing Policy has envisaged an investment target of Rs. 1,500 billion for this
sector. In order to achieve this investment target, the Government needs to make low cost
fun.

ICICI- “GENESIS”:

The bank was incorporated in August 1994 in the name of 'ICICI Bank Limited', with its
registered office in Mumbai, India. ICICI Bank commenced operations as a Scheduled
Commercial Bank in January 1995.

 Network of over 250 branches spread over 135 cities across the country. All
branches are linked to each other through an online real time basis. . Customers in 80
locations are also serviced through Phone Banking.

 The Bank also has a chain of over 800 networked ATMs across these cities.

Moreover, ICICI Bank's ATM network can be accessed by all domestic and
international Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American
Express credit/charge cardholders.

23
 The Bank's expansion plans take into account the need to have
a presence in all major industrial and commercial centers where its
corporate customers are located as well as the need to build a strong retail customer base for
both deposits and loan products.
 Being a clearing/settlement bank to various leading stock exchanges, the Bank has
branches in the centers where the NSE/BSE have a strong and active member base.

ICICI Bank operates in a highly automated environment in terms of

information technology and communication systems. All the bank's
branches have connectivity, which enables the bank to offer speedy funds transfer
facilities to its customers. Multi-branch access is also provided to retail customers through
the branch network and Automated Teller Machines (ATMs). The Bank has made substantial
efforts and investments in acquiring the best technology available internationally to build the
infrastructure required for a world-class bank. In terms of software, the Corporate Banking
business is supported by Flex cube, while the Retail Banking business by Fin ware, both
from i-flex Solutions Ltd. The systems are open, scalable and web-enabled. The Bank has
prioritized its engagement in technology and the internet as one of its key goals and has
already made significant progress in web- enabling its core businesses. In each of its
businesses, the Bank has succeeded in leveraging its market position, expertise and
technology to create a competitive advantage and build market share.

In each of its businesses, the Bank has succeeded in leveraging its market position, expertise
and technology to create a competitive advantage and build market share. The Bank has
received recognition both nationally and internationally for 'The Best Bank' on various
parameters in publications like Euro money and Finance Asia. The Bank's IT department has
a total staff strength of 120 (approx.),with a mix of functional and technical specialists.

BACKGROUND

The Housing Development Finance Corporation Limited (ICICI) was amongst the first to
receive an ‘in principle’ approval from the Reserve Bank of India (RBI) to set up a bank in
the private sector, as part of RBI’s liberalisation of the Indian Banking Industry in 1994. The
bank was incorporated in August 1994 in the name of ‘ICICI Bank Limited’, with its

24
registered office in Mumbai, India. ICICI Bank commenced operations as a Scheduled
Commercial Bank in January 1995.

PROMOTER
ICICI is India’s premier housing finance company and enjoys an impeccable track record in
India as well as in international markets. Since its inception in 1977, the Corporation has
maintained a consistent and healthy growth in its operations to remain the market leader in
mortgages. Its outstanding loan portfolio covers well over a million dwelling units. ICICI has
developed significant expertise in retail mortgage loans to different market segments and also
has a large corporate client base for its housing related credit facilities. With its
experience in the financial markets, strong market reputation, large shareholder base and
unique consumer franchise, ICICI was ideally positioned to promote a bank in the Indian
environment.

BUSINESS FOCUS

ICICI Bank’s mission is to be a World Class Indian Bank. The objective is to build sound
customer franchises across distinct businesses so as to be the preferred provider of banking
services for target retail and wholesale customer segments, and to achieve healthy growth in
profitability, consistent with the bank’s risk appetite. The bank is committed to maintain the
highest level of ethical standards, professional integrity, corporate governance and regulatory
compliance. ICICI Bank’s business philosophy is based on four core values: Operational
Excellence, Customer Focus, Product Leadership and People.

CAPITAL STRUCTURE

As on 30th June, 2013 the authorized share capital of the Bank is Rs. 550 crore. The paid-up
capital as on the said date is Rs 477,74,66,370/- (2388733185 equity shares of Rs. 2/- each).
The ICICI Group holds 22.74% of the Bank's equity and about 17.02% of the equity is held
by the ADS / GDR Depositories (in respect of the bank's American Depository Shares (ADS)
and Global Depository Receipts (GDR) Issues). 34.49% of the equity is held by Foreign
Institutional Investors (FIIs) and the Bank has 4,33,144 shareholders.
The shares are listed on the Bombay Stock Exchange Limited and The National Stock
25
Exchange of India Limited. The Bank's American Depository Shares (ADS) are listed on the
New York Stock Exchange (NYSE) under the symbol 'HDB' and the Bank's Global
Depository Receipts (GDRs) are listed on Luxembourg Stock Exchange under ISIN No
US40415F2002.

AMALGAMATION OF TIMES BANK & CENTURION BANK OF

PUNJAB WITH ICICI BANK

On May 23, 2008, the amalgamation of Centurion Bank of Punjab with ICICI Bank was
formally approved by Reserve Bank of India to complete the statutory and regulatory
approval process. As per the scheme of amalgamation, shareholders of CBOP received 1
share of ICICI Bank for every 29 shares of CBOP.
The amalgamation added significant value to ICICI Bank in terms of increased branch
network, geographic reach, and customer base, and a bigger pool of skilled manpower.
In a milestone transaction in the Indian banking industry, Times Bank Limited (another new
private sector bank promoted by Bennett, Coleman & Co. / Times Group) was merged with
ICICI Bank Ltd., effective February 26, 2000. This was the first merger of two private banks
in the New Generation Private Sector Banks. As per the scheme of amalgamation approved
by the shareholders of both banks and the Reserve Bank of India, shareholders of Times Bank
received 1 share of ICICI Bank for every 5.75 shares of Times Bank.

DISTRIBUTION NETWORK

ICICI Bank is headquartered in Mumbai. As on June 30, 2013, the Bank has a network of
3119 branches in 1891 cities across India. All branches are linked on an online real-time
basis. Customers in over 1397 locations are also serviced through Telephone Banking. The
Bank’s expansion plans take into account the need to have a presence in all major industrial
and commercial centers, where its corporate customers are located, as well as the need to
build a strong retail customer base for both deposits and loan products. Being a clearing /

26
settlement bank to various leading stock exchanges, the Bank has branches in centers where
the NSE / BSE have a strong and active member base.
The Bank also has a network of 11088 ATMs across India. ICICI Bank’s ATM network can
be accessed by all domestic and international Visa / MasterCard, Visa Electron / Maestro,
Plus / Cirrus and American Express Credit / Charge cardholders.

MANAGEMENT

Mr. C.M. Vasudev has been appointed as the Chairman of the Bank with effect from 6th July
2010. Mr. Vasudev has been a Director of the Bank since October 2006. A retired IAS
officer, Mr. Vasudev has had an illustrious career in the civil services and has held several
key positions in India and overseas, including Finance Secretary, Government of India,
Executive Director, World Bank and Government nominee on the Boards of many companies
in the financial sector.
The Managing Director, Mr. AdityaPuri, has been a professional banker for over 25 years
and before joining ICICI Bank in 1994 was heading Citibank's operations in Malaysia.

The Bank's Board of Directors is composed of eminent individuals with a wealth of

experience in public policy, administration, industry and commercial banking. Senior
executives representing ICICI are also on the Board.
Senior banking professionals with substantial experience in India and abroad head various
businesses and functions and report to the Managing Director. Given the professional
expertise of the management team and the overall focus on recruiting and retaining the best
talent in the industry, the bank believes that its people are a significant competitive strength.

27
 Trainee Profile

NAME – kartik kaushal

Contact- 9958024311
E-MAIL [email protected]

ADDRESS- E-446 SGMNAGAR FARIDABAD HARYANA

Objective :
To mark my presence in globe area in field of finance and to produce maximum output from
my side for the profit of both customer and firm which will get me an opportunity to cast my
knowledge and information.

Skills :
 Team built skill
 Good communication
 Good computer knowledge
 Good interpersonal skill

Education :
10TH PASS OUT CBSE BOARD

28
12TH PASS OUT CBSE BOARD
BBA pass out MDU
MBA pressuring in MDU

Personal information :
Nationality – INDIAN
Marital status- single
Gender- Female
Date Of Birth – 18 october 1995
Language known- Hindi and English

Chapter 3
Research Methodology

The primary objectives of summer training is to see Capital Protection Scheme offered by
various Institutions, in the form of “M.F & ULIPs” as both offer capital protection or
guarantee resp. and one has to understand that, capital protection oriented scheme (CPS) is
not similar to the assured return.

The secondary objectives of research is to make analysis of the investment style of the
investor either in Mutual Funds or ULIPS, & investor perspective for their capital protection,
among (MF or ULIPS), why, & with what perspective? They choose particular scheme for
capital protection.

Specific Objectives

 To learn concepts of ICICI BANK

 To explore my knowledge in Indian BANK and market,
 To gain corporate knowledge of working,
 To enhance my knowledge and skills in business.


Methodology of learning
29
  Learning by doing
 Instruction by peers and mentors
 Practices
 Literature review

To increase my conceptual knowledge I review information from

various sources of Secondary Data Collection are as follows :-
1. Previous Research

2. Official Statistics

3. Dairies

4. Letters

5. Governments Reports

6. Web information

7. Historical data & information.

8. Mass media Products

JOB DESCRIPTION

I had tried my best to enhance my abilities and apply the knowledge that I gained during the
studies.MR. Rakeshsingh(ICICI Manager) also shared the practice experience with me and
gave me some techniques of this process .he also guided me that how to file or work and
manage a mutual fund.

30
 Chapter 4
Learning from Training

Different factor learn about ICICI BANK during my

internship

o Learn about the ICICI BANK Performance,

o Online Transaction method,
o Services provide ICICI BANK,
o How to saving grow in ICICI Bank
o Learn types of account.

Different task that I performed during my internship

o Influence people about a ICICI bank
o Calling a customers and tell about the ICICI bank services
o Learn how to record or keep track a and transaction
o Learn four financial product those for women

31
ICICI bank information:

The Housing Development Finance Corporation Limited (ICICI) was amongst the first to
receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the
private sector, as part of the RBI's liberalization of the Indian Banking Industry in 1994. The
bank was incorporated in August 1994 in the name of 'ICICI Bank Limited', with its
registered office in Mumbai, India. ICICI Bank commenced operations as a Scheduled
Commercial Bank in January 1995.

ICICI bank online transaction or net banking services:

Online banking , also known as internet banking , is an electronic payment system that
enables customers of a bank and other financial institution to conduct a range of financial
transaction through the financial institution website. The online banking system will typically
connect to or be a part of the core banking banking system operated by a bank and is in
contras to branch banking which was the traditional way customer accessed banking services.

ICICI NET BANKING FACILITY

 Convenient
 Comprehensive
 Safe
 Easy and convenient
 High secure

Services provide ICICI BANK

32
ICICI Bank is considered to be one of the leading banks in India. Headquartered in Mumbai ,
ICICI Bank incorporated in august 1994 and has 5,130 branches and 13,395 ATMS in 2,764
cities . The bank offers a wide range of banking and financial services as mentioned below .

DEPOSITE ACCOUNT

Saving Account :

ICICI Bank offers 11 type of saving account to serve the financial needs of students ,
entrepreneurs ,salaried employees or senior citizens . From regular to premium saving
account , one can manage the money efficiently.

CURRENT ACCOUNT

A rupee saved is a rupee earned, goes the saying. But just saving is not enough, your money
should grow according to your needs. And how do you achieve that? The answer is simple –
through investments. By investing your savings, you can multiply the amount, all while you
are busy saving some more.

LOAN

Home Loan
ICICI Bank offer 3type of home loan for its customer at attractive interest rate . customer can
opt for automated repayment and the EMIS will be directly repaid from ICICI bank saving
account.

PERSONAL LOAN

33
ICICI bank offer a personal loan to it customer at attractive interest rate ,low processing fees
and simplified documentation .customer can also avail pre-approved loan in 10 second and
other can get a loan in 4hours.

CAR LOAN

ICICI bank help to finance the dream of buying a new car for it customer with up to 100%
funding .customer can opt for 3 type of car lone as per their recruitment with 7 year loan
tenure quick, disbursal an processing.

EDUCATION LOAN

ICICI Bank offer 3 type of education lone to it customer studying across leading institution in
India & overseas to fulfill their career goals &aspiration .customer can also avail tax benefit
u/s (E) of income tax act 1961.

Credit Card

34
ICICI Bank offers various type of credit cards to fulfill the need of its customers .the card
offers attractive reward point , exclusive travel benefits , dinning privileges and many more.

DEBIT CARD

ICICI Bank offers wide range of debit cards to cater the need of the customer . the provide
various offers discounts and cash back on shopping travelling dining.

BANKING

Balance Enquiry
ICICI Bank account holder can check their account balance via Net banking; mobile banking,
Missed call ,SMS, Passbook ,ATM , & customer care number.

NET BANKING
ICICI Bank customer can avail net banking using which they can check their account
balance, book fixed & recurring deposit, transfer funds, download bank statement up to 5
year etc.

CUSTOMER CARE
ICICI customer can contact the bank customer care executives via SMS, E-mail 24X7
available customer care number in case of any queries,account –related question, feedback,
etc.

MINI STATEMENT
ICICI BANK customer can avail their mini statement using Net Banking, Phone banking,
SMS, Passbook, ATM and also by contacting the 24X7 customer care number

How to saving grow in ICICI Bank

A rupee saved is a rupee earned, goes the saying. But just saving is not enough, your money
should grow according to your needs. And how do you achieve that? The answer is simple –
through investments. By investing your savings, you can multiply the amount, all while you
are busy saving some more.    

35
Recurring and Fixed Deposits 

People looking at saving money often ask whether investing in a Recurring Deposit (RD) is a
better option than a Fixed Deposit (FD). While FDs and RDs are few of the safest forms of
investment available, but there are some differences between the two :RDS are a type of
‘term deposit’, so people with regular incomes can save a fixed amount every month and earn
interest at the same rate offered on FDS rely on you making a lump sum payment rupee saved
is a rupee earned, goes the saying. But just saving is not enough, your money should grow
according to your needs. And how do you achieve that? The answer is simple � through
investments. By investing your savings, you can multiply the amount, all while you are busy
saving some more.    

Company Fixed Deposits 

Company FDs, also called Corporate FDs, offer higher rates of interest compared to bank
FDs, and are therefore a very popular option among risk-averse investors. If you’re willing to
bear a small degree of risk, and more importantly, willing to invest for the long term, this can
be a good option. Remember, you can’t withdraw the invested money before maturity.
However, you canevaluate your investment using a FD calculator that will help you make an
informed decision. 

Mutual Funds 

Mutual Funds as an asset are the wealth creators for any portfolio over the long term. Mutual
Funds are a relatively safe way to invest in the stock market, without leaving yourself open to
the same level of risk as trading in equities. Investing in Mutual Funds has its own benefits,
such as - 

 • Low investment cost  

• Managed by professional managers 

 • Offers flexibility in terms of mode of investments and liquidity 

 • Offers variety of products suitable as per risk profiles & investment objectives  

 Performance is tracked & recorded  

36
Post Office Savings Schemes 

Your much-ignored neighborhood post office offers many schemes, such as:National Savings
Certificate (NSC)National Savings Scheme (NSS)KisanVikasPatra (KVP)Monthly Income
SchemeRecurring Deposit SchemeAll these instruments typically yield a higher return than
bank FDs, have a low risk associated with them, and are not subject to Tax Deducted at
Source (TDS). 

Money Market Funds 

Also known as ‘liquid funds’, these are short-run liquid investments with easily accessible
cash equivalent assets and high credit rating. These are recommended for people with low
risk- low return appetite. 

Equity-Linked Savings Schemes (ELSS) 

As with any product linked to market performance, there’s an element of risk with ELSS, but
the rewards are potentially higher too. These are a highly attractive savings option for
two reasons:Designed to save tax under Section 80CHave a short lock-in period of only 3
yearsWith ELSS your money multiplies faster than most other forms of investments – a result
of the effect of averaging and the power of compounding. 

Unit-Linked Insurance Plans (ULIP) 

ULIPs are a market-linked offering that provides a combination of investment and insurance.
These are flexible products, where the equity-to-debt ratio reflects your risk appetite. Many
insurance companies offer ULIPs, and low commission and charges make them a cheaper
option as compared to mutual funds. 

Financial product those for women

Until a few decades ago, women used to manage the household efficiently, thanks to their
discipline and resourcefulness. The woman of today, however, is not only continuing the

37
tradition but going one step ahead. Along with running the family and household, she has
also mastered the art of advancing in her career, while juggling several responsibilities. When
it comes to finances, the modern Indian woman has become increasingly independent. Her
involvement in the family’s financial decision-making has grown considerably in the past two
decades. So, in this era of growing consumerism, it is not surprising to see the market flooded
with a variety of financial products targeted at women.

Insurance (life, health, and others)

Insurance providers offer plans designed to cater to the concerns and ailments of women,
such as complications during pregnancy, critical illnesses such as cervical and breast cancer,
and so on. Women on average live longer than men, so they can pay a lower premium even if
the total amount remains the same. Women can also get discounts until 40 years of age, avail
up to 10% discount on the premium, and pay fewer premiums than men of the same age. The
economic value of the homemaker is huge, which is why there are specific life insurance
plans just for them.

Loans (personal, home, and more)

When a woman applies for a car or housing loan, even as a co-applicant, banks tend to offer a
lower rate of interest. The difference can be around 0.05%. While one might feel this doesn’t
look like much, a substantial difference can be seen on higher loan amounts since these have
a more extended tenure. A joint home loan with a female spouse helps save on income tax
and reaps the benefits on the principal (Sec 80C) and interest (Sec 24). Lenders also offer a
lower rate of interest for women on loans for education, marriage, or buying land. There are
also exclusive gold loan schemes for women. All these have specific standard benefits such
as low-interest rates, cheaper plans, and exclusive policies for women entrepreneurs.

Savings Accounts

Today, banks provide special savings accounts to encourage women to save for financial
stability and cater to other needs such shopping and travelling. These customised savings
bank accounts offer cashback and rewards, and other benefits such as lower minimum
account balance and health and life insurance benefits when opening an account.
38
The Women’s Savings Account from ICICI Bank includes a range of features such as
EasyShop Debit Card, CashBack offers, higher daily shopping limit, and higher cash
withdrawal limit. Women account holders are also offered exclusive benefits such as
insurance cover and preferential pricing on online trading accounts.

Read more about the different Savings Account benefits and features.

Debit and Credit Cards

Depending on income, there are Debit and Credit Cards for working women and add-on cards
for non-earning women. Customers can reap benefits such as unlimited cash withdrawals and
additional discounts and rewards. For instance, ICICI BankEasyShop Woman’s
Advantage debit card offers cashback of one rupee on each purchase worth Rs. 200 for an
entire year. Cardholders also get a 50% discount on locker facilities for the year and an
insurance cover of up to Rs 5 lakh.

39
40
INVESTMENT

41
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43
44
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 Chapter 5

Management Learning While Summer Training

INTERPERSONAL SKILLS:

 Improved Personal Interaction

 Personality Development
 Increase
 Confidence level

BUSINESS KNOWLEDGE:

 Team work – I have also worked in a team and had experience about how to
work in a team and how to manage team by doing training in finance department.
 Management – I have experienced that how to manage everything in an
organisation. Such as planning my day to day working, creating notes, following
direction of my senior staff.

COMMUNICATION:

 Written
 Verbal

 Multitasking and Assertive Approach:

Able to perform the assigned tasks within given time period and support in accounting
process for GST in collaboration with the clients and the department.

 Negotiation and Persuasion:

46
 Dealing with different department for the open positions and share the regular updates
regarding the sale and purchase with them.

 Strong communication skills:

Being able to communicate through a variety of different channels is an essential skills which
I’d learnt during my training by interaction with employees of different department.

 Confidence:

I’d learnt to speak confidently to company’s co-workers, and experts in many different
industries. Because of this, I got certain amount of confidence in my communication abilities.

 Good listening skills:

Listening goes hand-in-hand with being curious. Taking the time to really hear my seniors,
account managers, and co-workers had given me more valuable information than any other
tactic.

 Ability to read and display positive body language:

Most people think body language as a particularly useful managerial skill by doing training I
got the knowledge about the required body language in an organisation while sitting,
standing, walking and communicating with others.

 Patience:

Patience is sometimes the best skill that i learnt with persistence and quick thinking.

 Strong networking and relationship building skills:

Relationship with my co-workers and senior staff and with other department helped me
boosting my confidence for communicating with outside parties and my senior staff.

47
Conclusion

After the analysis of the study I conclude that in today’s world most of the people are facing
the problem of stress. There are various sources of stress but work stress is one of the major
sources of them.
Banks are taking various steps to manage stress, so that the performance of the employees
can be maintained. But the measures are not sufficient. ICICI bank is also giving training to
its employees to manage stress. But there is a need of more efforts.

48
 CHAPTER-6
BIBLIOGRAPHY

 KOTHARI C.R., RESEARCHMETHODOLOGY METHODS AND

TECHNIQUES, NEW DELHI, VIKAS PUBLICATION HOUSE, 1978 VOL.7(3)
 NATRAJJAN, S. AND PARAMESWARAN,R. INDIAN BANKING .ED.REV.
NEW DELHI : S. CHAND AND COMPANY 2017..
 RAJASHEKAR,N.ED BANKING:IN THE NEW MILLENNIUM.
HYDERABAD :ICFAI UNIVERSITY , 2001

WEB SITES:

www.ICICIbank.com

www.rbi.org.in

www.googal.com

IP ADDRESS

 https://www.mapsofindia.com/my-india/business/top-10-largest-public-sector-
ba
 https://www.bing.com/search?q=banking+sector+in+india&FORM=QSRE3nks-in-
india-2019P ADDRESS
 https://www.bing.com/search?q=banking+sector+in+india&FORM=QSRE3

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