A

Summer Training Report

ON
ICICI BANK LTD.

Submitted in partial fulfillment of the requirements for the

Award of degree of MASTER OF BUSINESS ADIMINSTRATION (MBA)
2013-2015

Submitted by: -

Guided by:-

Sachin Gauba

Dr. Meenakshi Gandhi

BHARATI VIDYAPEETH DEEMED

UNIVERSITY
SCHOOL OF DISTANCE EDUCATION
1

STUDENT UNDERTAKING

This is to certify that I Sachin Gauba had completed the Project titled ICICI BANK
LTD. I under the guidance of Mrs Meenakshi Gandhi in the partial fulfillment of the
requirement for the award of degree of MBA from Bharatiya Vidyapeeth Deemed
University, Pune. This is an original piece of work and I had neither copied nor submitted
it earlier elsewhere.

Student Name and Signature

Course:Dated:-

Signature of the Student

Signature of the Guide

Designation

DECLARATION
I hereby declare that minor project report entitled ICICI BANK LTD. is based on my
original study and has not been submitted each for any degree or diploma of any
institution / university.
The work for the author(s), wherever used has been acknowledged at appropriate
place(s).
Place: Delhi

Candidates Signature

Date:

Name: Sachin Gauba

PR. No:

Countersigned

PREFACE
To achieve partial and concrete results, it is necessary that theoretical knowledge
must be supplemented with practical environment.
Keeping this view in mind, I have completed my research work regarding ICICI
BANK LTD. By doing this research work I have learnt a lot of things which
would be really helpful for me in future. This experience in decision making and
practical application of knowledge has contributed greatly to my growth.
I take this opportunity to express my acknowledgement and deep sense of gratitude
for rendering valuable assistance and guidance to me by following personality for
successful completion of my project.
I am highly obliged to my project guide Mrs Meenakshi Gandhi for his personal
encouragement, prompt assistance and help provided to me in completion of my
project. He has helped me a lot by giving suggestions and guidance whenever
needed. His contribution has been extremely useful and is greatly appreciated. I
honor him knowledge and competence in the field of management.
Sachin Gauba

ACKNOWLEDGEMENT
I feel it a matter of great opportunity to pursue my summer training from ICICI
BANK LTD. I would like to convey my sincere thanks to my Unit Manager Mrs
Shubhita Garg for suggesting this topic and taking keen interest in solving our
every small problem, clearing our doubts and helping us to think, behave and act
from manager's stand point.
A word of thanks also goes to all employees of ICICI BANK LTD..,
Mayapuri Branch who guided us at every step, and helped with their valuable
suggestions.
I sincerely thank Mrs. Meenakshi Gandhi. MBA Programme Coordinator
for the support and help received during Summer Training.
I would like to extend my sincere thanks to our team members for all the
encouragement & inspiration received during the course of Summer Training and
helping me in bringing out this report in its present form. I would also like to
thank all my faculty members for their constant support.
Thanks are also due to all friends and batch mates for their help and
support.

Sachin Gauba

EXECUTIVE SUMMARY
The present report is prepared for the partial fulfillment of MBA and as a part of
Curriculum. This is an attempt to determine and do an ICICI BANK LTD..
The data collection is as analyzed and some practical tools were applied to get
inferences from the survey. The results are printed in forms of graphs and diagrams.
The report has two sections, in its first section company and industry profile is given,
where as in as in second section, research methodology is given which includes
sample design, analysis on sample and findings are given. Suggestions with respect to
the survey for future improvement are given to improve the survey because their
competitors have also taken up the survey.
With immense pleasure and deep sense of sincerity, I have completed my
training. It is an essential requirement for each and every student to have
practical exposure towards real world situations. A systematized practical
experience to inculcate self confidence in a student so that they can mentally
prepare themselves for this competitive environment.
The purposes of Training are:
1. Developing intellectual ability of student
2. Bringing confidence
3. Developing skills
4. Modify Attitudes

CONTENTS
S.NO
1
2
3
4
5
6
7

TOPIC

PAGE NO.

Student Undertaking
Declaration
Preface
Acknowledgement
Executive Summary
Contents
Chapter-1: Introduction
Overview of the industry as whole
Profile of the Company
Problem of the Company
Competition of the Company
SWOT Analysis

Chapter-2: Research Methodology

1. Statement of the Problem
2. Objectives & Scope of Study
3. Managerial usefulness of study
4. Type of Research and research Design
5. Data Collection Methods

6. Limitations of Study
Chapter-3: Conceptual Discussion
1. Review of Literature (Discussion about the
work done by others on similar issues and
published articles/books/research projects etc.)
2. Current Issues (From Newspaper, Journals
For Company and Industry)
7

 3. History and Development of Company and

Industry
4. New Development of Company and Industry
10

Chapter-4: Data Analysis

Primary Data Analysis

11
12
13

Secondary Data Analysis

Recommendations & Conclusions
Questionnaire
Bibliography

CHAPTER - 1
INTRODUCTION
OVERVIEW OF THE INDUSTRY AS WHOLE

ICICI Bank was established by the Industrial Credit and Investment

Corporation of India (ICICI), an Indian financial institution, as a wholly owned
subsidiary in 1994. The parent company was formed in 1955 as a joint-venture of
the World Bank, India's public-sector banks and public-sector insurance companies
to provide project financing to Indian industry. The bank was initially known as
theIndustrial Credit and Investment Corporation of India Bank, before it changed
its name to the abbreviated ICICI Bank. The parent company was later merged
with the bank
Vision:
To be the leading provider of financial services in India and a major global bank.
Mission:
We will leverage our people, technology, speed and financial capital to:
be the banker of first choice for our customers by delivering high quality,
world-class products and services.
expand the frontiers of our business globally.
play a proactive role in the full realisation of Indias potential.
maintain a healthy financial profile and diversify our earnings across
businesses and geographies.
maintain high standards of governance and ethics.
contribute positively to the various countries and markets in which we
operate.
9

create value for our stakeholders.

Objectives
(a) to assist in the creation, expansion and modernisation of private concerns;
(b) to encourage the participation of internal and external capital in the private concerns;
(c) to encourage private ownership of industrial investment.

Functions
(i) It provides long-term and medium-term loans in rupees and foreign currencies.

(ii) It participates L* the equity capital of the industrial concerns.

(iii) It underwrites new issues of shares and debentures.
(iv) It guarantees loans raised by private concerns from other sources.
(v) It provides technical,managerial and administrative assistance to industrial concerns.

10

Product and Services

Accounts and Deposits

Credit and Debit Cards

Loans

11

Investments

Insurance Products and Value Added Services

Strengths of ICICI Bank

ICICI is the second largest bank in terms of total assets and market share

Total assets of ICICI is Rs. 4062.34 Billion and recorded a maximum profit
after tax of Rs. 51.51 billion and located in 19 countries

One of the major strength of ICICI bank according to financial analysts is its
strong and transparent balance sheet

ICICI bank has first mover advantage in many of the banking and financial
services. ICICI bank is the first bank in India to introduce complete mobile
banking solutions and jewelry card

The bank has PAN India presence of around 2,567 branches and 8003
ATMs
12

ICICI bank is the first bank in India to attach life style benefits to banking
services for exclusive purchases and tie-ups with best brands in the industry such
as Nakshatra, Asmi, Ddamas etc

ICICI bank has the longest working hours and additional services offering at
ATMs which attracts customers

Marketing and advertising strategies of ICICI have good reach compared to

other banks in India
Weaknesses of ICICI Bank

Customer support of ICICI section is not performing well in terms of

resolving complaints

There are lot of consumer complaints filed against ICICI

The ICICI bank has the most stringent policies in terms of recovering
the debts and loans, and credit payments. They employ third party agency to
handle recovery management

There are also complaints of customer assault and abuse while

recovering and the credit payment reminders are sent even before the
deadlines which annoys the customers

The bank service charges are comparatively higher

The employees of ICICI are bank in maximum stress because of the
aggressive policies of the management to win ahead in the race. This may
result in less productivity in future years
Opportunities of ICICI Bank
Banking sector is expected to grow at a rate of 17% in the next three
years
The concept of saving in banks and investing in financial products is
increasing in rural areas as more than 62% percentage of Indias population is
still in rural areas.
13

As per 2010 data in TOI, the total number b-schools in India are more than

1500. This can ensure regular supply of trained human power in financial products
and banking services

Within next four years ICICI bank is planning to open 1500 new branches

Small and non performing banks can be acquired by ICICI because of its
financial strength

ICICI bank is expected to have 20% credit growth in the coming years.

ICICI bank has the minimum amount of non performing assets

Threats of ICICI Bank

RBI allowed foreign banks to invest up to 74% in Indian banking

Government sector banks are in urge of modernizing the capacities to ensure

the customers switching to new age banks are minimized
HDFC is the major competitor for ICICI, and other upcoming banks like

AXIS, HSBC impose a major threat

In rural areas the micro financing groups hold a major share

Though customer acquisition is high on one side, the unsatisfied customers

are increasing and make them to switch to other banks

Environmental Scanning
Political and legal factors

Within Indian political ambitions and rise of communalism, fissiparous

tendencies are on the rise and may well continue for quite some time.
Based on this the insurance companies might introduce political risk
coverage in their policies. In India the only area where customers
consider to a take insurance cover is on customs duty change but
also on certain conditions. The term political risk has a wider
connotation than commonly understood or assumed. It covers events
rising not just from politics, but risks in the course of international
14

transactions. Based on this the insurance companies come up with new policies
with respect to the problems arising out of foreign legal jurisdiction, political
changes and also currency exchange difficulties being faced by many developing
countries. Reforms in the Insurance sector were initiated with the passage of the
IRDA Bill in Parliament in December 1999. The IRDA since its incorporation as a
statutory body in April 2000 has fastidiously stuck to its schedule of framing
regulations and registering the private sector insurance companies. In India the
entry mode for a company to start up a new life insurance company is to have a
paid up capital of 100 crore rupees. Other rules got in by IRDA are Mandatory
Investments of LIC Life Fund in government securities to be reduced from 75% to
50% GIC and its subsidiaries are not to hold more than 5% in any company (There
current holdings to be brought down to this level over a period of time)

Economic Factors

The interest rates at bank and also the provident fund variation affect the life
insurance industry as people are always attracted by a higher return. So
compared to this the lower return policy is not attractive to the customers.
Another factor which affects the life insurance industry is Unemployment, as
unemployed people would not have any earnings, savings would be
comparatively less which would mean less sales in-turn affecting the GDP of
the country and also the industry. Other factors which contribute to the
insurance industry are the natural factors like earthquakes, monsoons etc, as
these events lead to a lot of deaths, the insurance companies have to pay
claim against the policy. A typical Indian will want a better product with a
low income so he prefers to pay in annuity or installments (EMI), so that
they will not have extra savings to invest in the insurance policy.

One of the main reasons for the economic factor is the inflation rate in
todays market. High inflation rate will tend to reduce the insurances
business as the money paid to the policy holder during the time of maturity
will be less and it would be less attractive for the investor.

15

Social-cultural factors

Population is one of the major factors affecting the industry as the growth in
population will indirectly help the companies to capture more market with
more people. Life styles is another factor which affect the industry, the
current life styles of the people in India are increasingly becoming like
nuclear families, as both the parents would be working there would be a
possibility of an accident, which would mean more sales for the company In
terms of life insurance. The third factor is the level of education, as India is
still a developing country more than 50% of the population is illiterate and
the other 50% are not sure about the concept of life insurance, creating the
awareness for the product is a big challenge and one of the more
contributing factors that affect the life insurance industry.

Porters of 5 forces model

THE THREAT OF SUBSTITUTE

PRODUCTS

Poor people need money for diversified purposes. Their needs are mostly limited to
purchase of cattle, house repair, social ceremonies, household expenses, child birth,
education, health, marriage, even for death, to cope with natural disasters like fire,
flood, cyclones, man made emergencies like war, bulldozing of dwelling houses,
accident sickness, injury even for securing a job (which requires a lot of bribe nowa-days). In order to cater these needs the government emphasized the suppliers for
more relevant

means.

In this environment, the micro finance industry has to redesign its strategy for
developing new products based on the needs of the poor. As the most of the
beneficiaries are women, the financial services can be designed to cope up their
widowhood. As a woman depends totally on the man of her family for her survival
and sudden unexpected demise of the man puts the woman in the perils of social
16

evils. The products have to be developed to suit the abandon old age couples and
singles survival. The co-operative banks were already in the process, which
extends credit for the above needs with a very low interest comparing to other
suppliers. The private commercial banks like ICICI Bank Ltd., extend credit under
the category of small traders group serves the same purpose. The private banks in
order to get support from society and government very often redesign its product
development strategy. It is high time now for the micro finance industry is in high
time to give more importance to the need based product supply.
THE THREAT OF NEW ENTRANTS

Currently in India the suppliers of micro finance may be classified into three
categories as

follows.

Formal sector which includes banks

Semi formal group which comprises of MFIs and

SHGs

Informal providers who are not legal entities and includes money lenders, chit
funds, pawn brokers, employers, relatives, Sanga and friends In addition to the
above, others like SEWA in Ahmadabad, Working Womens Forum in Chennai also
have to be included in the list. Modern micro finance emerged in 1970s with a
strong orientation towards private sector solutions. This resulted from the evidence
that state-owned agricultural development banks had been a monumental failure,
actually undermining the development goals they were intended to serve.
Only the existing well-established firms like ICICI Bank with well-developed
brand names can curtail the new entrants. The Government has to make legislative
regulations and policy for the new entrants. The intention is not to create barriers to
the entrants but to increase the operational efficiency of both existing and new
entrants, which is the prime, need at the present

17

scenario.

THE THREAT OF EXISTING

RIVALS

In general, intensity of competition depends upon the size of the firms in the game.
As far as micro finance industry is concerned the major operators are SHGs
directly or through MFIs/NGOs. The operators are mostly of same size and with
same degree of competition. The intensity increases when an established
organisation enter into the market by acquiring a weak firm and implement
promotional strategies to boost the situation like ICICI bank which acquired Bank
of Madura and now exclusively look after the micro finance operations and floated
the Micro credit Foundation of India. In addition the former Bank of Maduras
Chairman Shri. Thiyagarajan have started Madura Micro finance and do finance
with the help of other commercial banks. Another crucial factor is the services
demanded by the customer are similar in nature for example the loan demanded by
a member of SHG doesnt exceed Rs.15, 000. Next important factor is the scope for
further development. As per the statistical picture micro finance has reached only to 30
million

people,

whereas

250

million

people

are

below

poverty

line.

THE BARGAINING POWER OF CUSTOMERS

In any industry, the bargaining power of customer depends upon the concentration of
buyers. Here the buyers are in groups or clusters. For example SHG has better
bargaining power than as an individual. They can exercise their power through the MFIs
that they are affiliated. As an institution, they can influence the decisions of the supplier.
Another factor is the availability of the substitute products and various sources for the
same. Still in some remote villages, people feel the local moneylenders as their easy
reachable source. This is because most of them were not aware of the avenues. Even
now they have the mind set that co-operative bank and RRBs were their only source of
money and for which they need collateral security. Still there are people who perceive
the MFI as one of the bank which provide money without security. In this environment
first of all MFIs and government has to educate the public, particularly the illiterate and
ignorant people about this new social

phenomena.
18

THE BARGAINING POWER OF SUPPLIERS

The donors should focus on capacity building. They should offer other financial services
like money transfer and guiding them in getting other financial services through other
sources. Refinance from the government or government aided institution to the MFIs or
though other sources should be increased. On the point of suppliers the processing cost
should be reduced to the minimum. Of late getting a financial service by a SHG member
from any of the affiliated bank is tough. This has to be mitigated. The donors have to
design their services relatively unique like including HIV/AIDS program in their
campaign. Only the expertise of the supplier and how they are delivering is the feature
that can portray differently from other players.

CHAPTER 2
RESEARCH METHODOLOGY
Objective of the Company

ICICI Bank's Green initiative is to make healthy environment in the organisation

i.e.; to create intrapersonal skills amongs the customer and understanding between
employees of the organisation.
ICICI Bank is an Indian multinational banking and financial services company
headquartered in Mumbai, Maharashtra. As of 2014 it is the second largest bank in
India in terms of assets and market capitalization. It offers a wide range of banking
products and financial services for corporate and retail customers through a variety
19

of delivery channels and specialized subsidiaries in the areas of investment

banking, life, non-life insurance, venture capital and asset management. The Bank
has a network of 3,820 branches and 11,162 ATMs in India, and has a presence in
19 countries.
ICICI Bank is one of the Big Four banks of India, along with State Bank of
India, Punjab National Bank and Bank of Baroda. The bank 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. The company's UK subsidiary has
also established branches in Belgium and Germany.

ICICI Bank's Green initiative is to make healthy environment in the organisation

i.e.; to create intrapersonal skills amongs the customer and understanding between
employees of the organisation.
Broad objectives of the ICICI are:
1. to assist in the creation, expansion and modernisation of private concerns;
2. to encourage the participation of internal and external capital in the private
concerns;
3. to encourage private ownership of industrial investment.
Green products and services
Instabanking
It is the platform that brings together all alternate channels under one umbrella and
gives customers the option of banking through Internet banking, i-Mobile banking,
IVR Banking. On 22nd September 2014 ICICI Bank launched Four New Next
Generation Mobile Banking Apps.
20

Vehicle Finance
Auto loans offer 50% waiver on processing fee on car models which uses alternate
mode of energy. The models identified for the purpose are, Maruti's LPG version
of Maruti 800, Omni and Versa, Hyundai's Santro Eco, Civic Hybrid of Honda,
Reva electric cars, Tata Indica CNG and Mahindra Logan CNG versions.
Objectives, Scope and Limitations of
the Research
Banking is no longer a business restricted to borrowing and lending of funds.
Recent years have seen Indian commercial banks both in the public sector and
private sector diversify into new areas to widen their business horizons. As
banks started offering diversified services ranging from insurance to mutual
funds, from stock-broking to housing finance, from merchant banking to
portfolio management under one umbrella-brand, they gradually
metamorphosed from being business organisations having prime focus on money
transactions to a business related to information on financial transactions. Thus,
with this transition, banks gradually moved towards becoming Universal
banks.
Objectives of the Research: The objectives of the research are the
following
1. To position a bank in terms of the progress made by it in the direction
of Universal Banking.
2. To examine the risk exposure of banks.
3. To critically examine the existing debate on Universal banking in the
context of the samples studied.
Scope of the Research
The research has the following scope
1. The research would highlight the comparative position of a sample
commercial bank with respect to ICICI Bank - the first Indian
Universal Bank, which would help the concerned banks to know
where it stands with respect to Universal Bank.
21

2. The research would enumerate the financial health and risk exposure
of sample commercial banks in terms of the CAMEL Model. This 38
would be helpful to understand the relative strength and risk exposure
of Indian commercial banks.
3. The research would also point out the perception of Bank Managers
on Universal banking concept and at the same time would also bring
to light the perception of customers of banks regarding the awareness
and demand of various services presently offered by the banks.
4. The research can be used as a base for Post-doctoral research work.
Limitations of the Research
In spite of best of efforts to minimise all
limitations that might creep in course of the research, there were certain
constraints within which the research was completed. These are
discussed below
1. The research was based on secondary as well as primary data. The
primary data required for research objective No. 3 was collected from
the samples based in Guwahati city. Although Guwahati is one of the
most important cities of the country and a commercial hub of North
East India, samples selected from the city cannot be considered as a
proper representation of the population of the country.
However, the objective of the survey was to check the
mood/perception of the bank managers as well as customers of the
bank with regard to the concept of Universal banking. Thus, this may
not create hindrance in achieving the desired objective even if
Guwahati city cannot replicate other major banking hubs of the
country.

22

Type

Public company
BSE: 532174
NSE: ICICIBANK
NYSE: IBN
BSE SENSEX Constituent

Traded as

CNX Nifty Constituent

Industry

Banking, Financial services

Founded

1994

Headquarters

Mumbai, Maharashtra, India

Area served

Worldwide

Key people

K. V. Kamath (Chairman)
Ms.Chanda Kochhar (MD & CEO)

Products

Credit cards, Consumer banking, corporate banking,finance and

insurance,investment banking, mortgage loans, private banking, wealth
management

Revenue

US$ 13.52 billion (2012)[1]

Operating
income

US$ 2.12 billion (2012)[1]

Profit

US$ 1.60 billion (2012)[1]

Total assets

US$98.99 billion (2012)[1]

Total equity

US$12.62 billion (2012)[1]

Employees

81,254 (2012)[1]

Website

www.icicibank.com

23

PROFILE OF THE COMPANY

Savings Account

A convenient, safe and rewarding experience

Your money is always within your easy reach, even as it earns interest with ICICI
Bank Savings Account. Access your money when you need it and where you need
it with our extensive branch and ATM network and through personalized 24x7
phone banking. What's more, you get rewards for all your banking transactions
with ICICI Bank Savings Account.

Credit and Debit Cards

The Gemstone Collection

Own a card inspired by the unique qualities of a rare gemstone and powered by our
most exclusive lifestyle privileges.
Fuel

Earn cash back and rewards on fuel purchases, along with entertainment and dining
benefits.

24

Airline

Convert your everyday card purchases into free flights and upgrades.

Delhi Metro Card

A Delhi Metro Smart Card and a Credit Card combined in one.

More Cards

A selection of convenient, flexible and secure credit cards.

25

List of documents required

Proof of Identity Copy of PAN Card
Proof of Address Copy of any one of the following (Self Attested)
Passport
Ration card
Voters ID
Driving license
Electricity bill (not more than 2 months old)
Landline Telephone Bill (not more than 2 months old)
Bank Pass Book
Bank Proof Copy of Bank Pass Book or Personalized Cheque leaf (For
Existing Bank Account Holders Only)
26

PROBLEM OF THE COMPANY

financial and business service

Customers of ICICI Bank had a trying time as the bank's nationwide network
developed technical glitch on Saturday morning.

Though the bank's branches functioned normally in the morning, the branches went
offline due to the network problems around 10 a.m. Some of the bank's ATM
centres, which were working till noon, went offline after 1 p.m. in Hyderabad,
leaving many customers stranded on the first day of the month.
The operations were restored by 3.30 p.m, a senior official of the bank informed
The Hindu. There was some technical problem with Finacle, the platform on
which the ICICI Bank online operations are carried out.
First day of month is also a bill clearance time for most of us. But this network
outage left us in a difficult position, C. Suresh, an employee said.

27

Banking is primarily based on trust, irritants like this only create problems, he
observed adding that he will have to pay interest rates on his credit card bill as
Saturday was the last day to pay that bill.
Scores of customers like Mr. Suresh streamed into the branches across the city only
to return with disappointment. The bank staff, on the other hand, had a tough time
placating the irate customers.
We can understand the difficulty customers are facing but cannot help it as the
network failure is a pan-India affair. We were forced to send our customers back,
a visibly troubled branch manager said. ICICI bank staff were also clueless as to if
the online services were functioning normally. 'Our team is working to resolve the
problem and network will be restored soon' was their stock reply.
Business people are the worst-hit as a result of the network outage Manish Kumar,
a businessman said.
Most of us operate recurring deposit accounts through which we constantly
deposit and withdraw money. The outage will affect our business today, he said.
COMPETITION OF THE COMPANY

Name

Last Price

Market Cap.
(Rs. cr.)

HDFC Bank
ICICI Bank
Axis Bank
Kotak Mahindra
IndusInd Bank
Yes Bank
ING Vysya Bank
Federal Bank
Karur Vysya
JK Bank
City Union Bank
South Ind Bk
DCB Bank

945.10
1,709.35
467.45
1,152.85
724.25
683.15
787.00
146.20
523.50
128.45
91.75
27.40
102.10

228,238.85
197,927.71
110,386.72
88,928.22
38,294.45
28,492.78
14,975.99
12,512.09
6,326.81
6,226.97
5,467.58
3,699.40
2,873.25

28

Net Interest
Income
41,135.54
44,178.15
30,641.16
8,767.12
8,253.53
9,981.35
5,205.22
6,946.08
5,115.96
6,767.00
2,545.93
5,015.07
1,128.26

Net Profit

Total Asse

8,478.40
9,810.48
6,217.67
1,502.52
1,408.02
1,617.78
657.85
838.89
429.60
1,182.47
347.07
507.50
151.36

0.
594,641.
0.
0.
0.
0.
0.
0.
0.
0.
24,993.
0.
0.

Karnataka Bank
Lakshmi Vilas
StanChart IDR
Dhanlaxmi Bank
Goldman BEES

139.60
81.85
87.00
43.35
2,449.95

2,630.89
1,463.98
1,044.00
769.21
251.37

Balance Sheet

4,188.83
1,983.95
1,291.95
-

311.03
59.66
-251.91
-

47,028.
20,653.
121,685.
14,687.

------------------- in Rs. Cr. ------------------ICICI Bank HDFC Bank Axis Bank Kotak Mahindra IndusInd Bank
Mar '14

Capital and Liabilities:

Total Share Capital
Equity Share Capital
Share Application Money
Preference Share Capital
Reserves
Revaluation Reserves
Net Worth
Deposits
Borrowings
Total Debt
Other Liabilities & Provisions
Total Liabilities

Assets
Cash & Balances with RBI
Balance with Banks, Money at Call
Advances
Investments
Gross Block

Mar '14

Mar '14

Mar '14

Mar '14

1,155.04
0.00
0.00
0.00
0.00
1,155.04
0.00
0.00
0.00
0.00
6.57
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
72,051.71
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
73,213.32
0.00
0.00
0.00
0.00
331,913.66
0.00
0.00
0.00
0.00
154,759.05
0.00
0.00
0.00
0.00
486,672.71
0.00
0.00
0.00
0.00
34,755.55
0.00
0.00
0.00
0.00
594,641.58
0.00
0.00
0.00
0.00
ICICI Bank HDFC Bank Axis Bank Kotak Mahindra IndusInd Bank
Mar '14

Mar '14

Mar '14

Mar '14

Mar '14

21,821.83
19,707.77
338,702.65
177,021.82
4,678.14

0.00
0.00
0.00
0.00
0.00

0.00
0.00
0.00
0.00
0.00

0.00
0.00
0.00
0.00
0.00

0.00
0.00
0.00
0.00
0.00

29

Accumulated Depreciation
Net Block
Capital Work In Progress
Other Assets
Total Assets

0.00
4,678.14
0.00
32,709.39
594,641.60

0.00
0.00
0.00
0.00
0.00

0.00
0.00
0.00
0.00
0.00

0.00
0.00
0.00
0.00
0.00

0.00
0.00
0.00
0.00
0.00

Contingent Liabilities
Bills for collection
Book Value (Rs)

794,965.35
0.00
633.92

0.00
0.00
0.00

0.00
0.00
0.00

0.00
0.00
0.00

0.00
0.00
0.00

Charges
NEFT/RTGS/IMPS Charges, Timings, Limits
Transaction
Timings

NEFT

RTGS

Monday to Friday

8:00 AM
to 6:30 PM

9:15 AM
to 4:15 PM

Saturdays

8:00 AM
to 12:30 PM

9:15 AM
to 1:45 PM

Transaction Limits

NEFT

RTGS

Minimum

Re 1

Rs 2 lakh

Maximum

Rs 10 lakh

Rs 10 lakh

Transaction Charges

NEFT

RTGS

Amounts upto Rs 10,000

Rs 2.50 + Service Tax

Not Applicable

Amounts above Rs 10,000 and upto Rs 1 lakh

Rs 5 + Service Tax

Not Applicable

Amounts above Rs 1 lakh and upto Rs 2 lakh

Rs 15 + Service Tax

Not Applicable

Amounts above Rs 2 lakh and upto Rs 5 lakh

Rs 25 + Service Tax

Rs 25 + Service Tax

30

Transaction Charges

NEFT

RTGS

Rs 25 + Service Tax

Rs 50 + Service Tax

(Incl. Rs 2 lakh for RTGS)

Amounts above Rs 5 lakh and upto Rs 10 lakh

Limitations of the Study

1. Some of the respondents were not cooperative.
2. Some respondents were hesitating to give business details.
3. Biasness is another limitation that the scope of the survey.
4. The reliability and scope of survey greatly relies on the cooperation of the
respondents.

CHAPTER - 3
COCEPTUAL DISCUSSION
Current Reviews
I have Saving account with ICICI bank from last 5 year.I am extremely happy with
there services.Good network and ATM's.Customer service is also very good.You
can go to any branch even you do not have account with that branch and avail
the service.Recently introduce PPF product I believe ICICI bank has good clarity
on this compare compare to other company i.e SBI, Post office.

31

Current Issues
Presently ICICI Bank is not offering any Bonds / Debentures to the public
for subscription.

Delhi: One arrested in ATM cash van loot case

New Delhi: A day after armed robbers escaped with the cash van of ICICI bank in
South Delhi, Delhi Police on Saturday arrested one person and detained four other
suspects.
Reports suggest that Rs 1.5 crore have been recovered. The cash van is believed to
be carrying Rs 5.25 crore.
The incident took place in Defence Colony area at around 1:45 pm on Friday when
the van was carrying cash to an ATM of ICICI Bank, police said.
Meanwhile, a guard, who was injured while trying to stop the robbers from
escaping with the cash van succumbed to his injuries today.

History And Develpoment

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
32

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 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 Ahmedabad 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.

33

CHAPTER 4
DATA ANALAYSIS
GRAPHS:-

34

35

36

37

PRIMARY DATA ANALYSIS

How to Collect Primary Data for Research in Business

Few businesses can succeed without a competitive advantage, and having better
information is one of the most effective ways to get ahead of the rest. There is a
wealth of freely available information, and many sources can sell data on
manufactured products or consumer preferences, but there's no substitute for going
straight to the source. By asking suppliers, buying from the competition, surveying
customers and issuing coupons, a small business owner can accumulate vast
amounts of unique and usable data.

How to Develop a Research Budget

Management Tools Used in Data Collection

Instructions
The first step to gathering information about your business is to determine
what kind of information you need. All businesses have customers, and
most have competition, so getting information on both is essential. Many
businesses also make use of suppliers, and some rely on a labor market,
but a large number of small, service-oriented businesses have essentially
no supplies other than their employees, and many have only a single
employer. To decide where to start gathering information, look for "pain
points": if you're always a step behind other people in your business, start
38

by researching your competitors; if you have all the business you can handle, but
can't get enough raw materials in the door to keep up with your orders, focus on
suppliers.
Start doing business with your competitors, to find out what they do differently.
This is a common technique in the retail and restaurant businesses: business
owners want to know how their customer service and visitor experience compares,
and the best way to do that is to be a customer. It's also a useful way to reframe
thinking about your own business:
Youll have easier time thinking like a customer if you've been one. Key things to
watch out for: what are they doing differently that you could be doing differently?
Are they providing more or less value for the money? Is there anything unusual
they do that converts people into customers, or convinces customers to spend more
Experiment with suppliers. If your business relies on an outside party for raw
materials, it's a good idea to look at how other providers operate. This will give
you some perspective on whether or not you're getting a good deal or good service,
and it's also a way to find out if your competitors are doing anything new. For
every major product you buy, call up at least one competitor to your current
supplier, tell them what kind of deal you're getting now, and ask what they could
do for you.
Give selective discounts to find out what your customers could really pay. This
trick is popular at grocery stores and airlines. Airlines know that an empty seat
costs about as much as a full seat, but that a flight might be worth $1,000 to one
customer and just $50 to another. They'd rather have both customers, but they don't
want to charge the same $50 rate. The answer for them is discounts on purchases
made in advance and steep markups for purchases made when seats are in short
39

supply. They also offer much cheaper seats at the last minute, but only to
customers willing to risk not getting a flight at all.
In other businesses, discounts might include a first-time customer discount, or a
long-time customer discount; you might find that you get twice as much business if
you charge 20 percent less, for example, or that you only lose 10 percent of your
customers when you charge 50 percent more.
Surveying customers is also a method for finding out what they think you could do
differently. Many retail establishments give customers survey cards; in some
service businesses.

SECONDARY DATA ANALYSIS

Secondary Market Research

Market

Sizing

&

Consumer

Insight

Survey Reports

Information Research & Database Maintenance

Team

of

Statisticians,

PhDs

&

Business

Analysts

Expertise in Secondary & Online Research

Companies have always relied on research when it comes to making important

business decisions. The entire research effort revolves around two basic needs - the
need to take good decisions that bring positive results and the dire need to avert
risk. Meet these critical needs and create a favorable environment for increased

40

profitability with market research. Outsource2india provides you both primary and
secondary market research for your specific needs.
Secondary market research makes deductions based on readily available
information and researched data. This brings in a convenience that you need not
spend time on data collection and processing. Primary market research is a fullfledged research wherein the entire research process is freshly conducted in an
elaborate manner for primary research.
Depending on the objective of your research, you can choose between primary and
secondary research. You can also choose to adopt both primary and secondary
research based on your unique requirements. In such cases, secondary market
research precedes primary research and gives ample information on which the
primary research is designed and deployed.
Outsource2indias approach to primary & secondary market research
Our scientific approach to primary and secondary marketing research, skilled and
experienced research team as well as our state-of-the-art research methodologies
make us a preferred marketing research service provider. Outsoucrce2india can
efficiently provide critical business intelligence and meet the requirements of your
marketing and business development departments.
Whether it is B2B or B2C, qualitative or quantitative, or primary or secondary,
Outsource2india performs the research functions with diligence by following
scientific
Methods and tested market research methodologies. With a clear understanding of
the research objective we can conduct the different phases of research including:

Survey design
41

Target audience profiling and choosing target respondents

Data collection

Data processing

Data analysis

Report generation and presentation

Expert insights

While secondary data can be collected from the web and offline resources, data for
primary market research is obtained through:

Telephonic interviews

Snail mail surveys

Email surveys

Web research

Offline research

RECOMMENDATIONS & CONCLUSION

It is anytime recommended to go for offset loan account over floating or fixed
loans if you generally have a habit of savings every month/ frequently. If you
dont have frequent savings, then I would recommend going for a floating rate
schemes that offer transparency increase & decrease in interest rates is equally
likely. For me an offset loan is a clear winner!!!!

42

Often those who go for a home loan are faced with a dilemma about the type of
home loan to go for. There are 2 most popular types floating & fixed rate loans.
There are some other types that are not so popular. The not-so-popular ones
probably hold answers to our dilemma as a home loan customer. This article
differentiates various types of home loans & makes a recommendation.
A home loan costing @ 12% p.a. for 15 years would result into payment of 2.16
times the principal, over the entire tenure (including repayment towards interest &
principal). With the sentiments showing strong turnaround in stock markets, going
by past evidence, the same positive sentiments can be expected in other markets
like real estate. Stock market money will partly find its place in real estate. If you
had say a million rupees, would you rather repay your home loan (cheapest credit
available to individuals today) or would you invest somewhere else? I would invest
majority of these funds in a promising real estate option simply because I feel
confident that I can certainly get more than 300% returns over 10-15 years. The
opportunity cost is just too tempting to overlook.

Questionnaire

Ques1. Name: _____________________________________.

Ques2. Age:
(a) Below 40
(b) 30-40
(c) 40-50
(d) Above 50

43

Ques3. Occupation:
(a) Professional
(b) Self-Employed
(c) Salaried
(d) Others
Ques4. Which income of group do you belong? (Per annum)
(a) Below 2 Lakhs
(b) 2-4 Lakhs
(c) 4-6 Lakhs
(d) 6 Lakhs and Above
Ques5. Do you own a home?
(a) Yes
(b) No
Ques6. Are you aware of the home loan product of any of the following?
(a) ICICI
(b) HDFC
(c) India Bulls
(d) PNB
Ques7. Have you ever taken home loan?
(a) HDFC
(b) India Bulls
(c) PNB
(d) ICICI
(e) Others

Q8. When you have taken Home Loan from ICICI Bank?
a. One Year Before

44

b. Two to Three Years Before

c. More than Three Years Before
Q9. Reason for taking Home Loan from ICICI Bank?
a. Faster Processing
b. Interest Rates
c. Brand image of the Bank
d. Margin Amount
e. Others
Q10. How do you rate the Interest rates charged by ICICI Bank?
a. Highly Satisfactory
b. Satisfactory
c. Averagely Satisfactory
d. Dissatisfactory
e. Highly Dissatisfactory
Q11. How do you rate the EMI of ICICI Bank?
a. Highly Satisfactory
b. Satisfactory
c. Averagely Satisfactory
d. Dissatisfactory
e. Highly Dissatisfactory
Q12. How do you rate the Documentation Procedure of ICICI Bank?
a. Highly Satisfactory
b. Satisfactory
c. Averagely Satisfactory
d. Dissatisfactory
e. Highly Dissatisfactory
Q13. How do you rate the Processing Fees of ICICI Bank?
a. Highly Satisfactory
b. Satisfactory
c. Averagely Satisfactory

45

d. Dissatisfactory
e. Highly Dissatisfactory
Q14. How do you rate the Sanctioning Procedure of ICICI Bank?
a. Highly Satisfactory
b. Satisfactory
c. Averagely Satisfactory
d. Dissatisfactory
e. Highly Dissatisfactory
Q15. How do you rate the Sanctioning Time of ICICI Bank?
a. Highly Satisfactory
b. Satisfactory
c. Averagely Satisfactory
d. Dissatisfactory
e. Highly Dissatisfactory
Q16. How do you rate the Fore Closure Charges of ICICI Bank?
a. Highly Satisfactory
b. Satisfactory
c. Averagely Satisfactory
d. Dissatisfactory
e. Highly Dissatisfactory
Q17. Are you satisfied with ICICI Bank Home Loans?
a. Yes
b. No

46

BIBLIOGRAPHY

Articles:1. Simon Gervais (Fuqua School of Business) November 24, 2012 Loans and other
financial decisions.
2. Lawrence J. Gitman and John R. Forrester Jr. (professor of Finance in the
university of Tulsa) Article on Survey of Loans.
3. Hindustan Times Newspaper and journals.
Websites:1. www.Icicibank.com
2. helpdesk@icicibank.com
3. www.Googleco.in
4. www.wkipeidea.com

47