SUBMISSION OF PROJECT SYNOPSIS & GUIDE ACCEPTANCE

FORM
PART ‘A’: Synopsis Registration

I. Student Details:

Name Raju Mandal

Roll Number 1708001622
Name of Program MBA_1708
Session Spring
Year 2019
Semester IV
Specialization MKT405-201902-DE

II. Project Synopsis Details

Title of Project: Developing a service delivery model to bridge gap between services
expected & provided by ICICI Home Loans.

Introduction & Objectives of Study:

Introduction: Retail banking has been popular segment to enter into for many banks. In retail banking, housing
sector has been most promising segment which is promising a Comprehensive growth rate of about 30 per cent for
next five years. With government keen on infrastructure development & announcing various tax Sops housing loan
segment has been a tempted area for many banks to enter into housing sector can be bifurcated into organized &
unorganized segments with unorganized segments accounting for over 75 per cent of housing units constructed.

During past 4 – 5 years housing sector helped by growing housing finance industry has witnessed significant
developments.

Objective:

1. The study was mainly conducted to understand concept of home loan scheme & eligibility criteria of
customers.
2. The study is done to understand documents involved in home loan scheme & repayment methodology
adopted by various banks & HFC, s (Housing Finance Corporations).
3. The innovative home loan schemes & risk capturing mechanism adopted by HFIs & future of home loan
segment has been undertaken as a part of this study.
Problem Statement (including Literature Review):
Problem Statement:
➢ Limitation of funds was the problem. In this research work the customers are interviewed at their homes,
offices and shops also. Expenses were incurred on approaching them. Due to several visits to all the four
branches, to the libraries expenses were incurred. Best research work is tried in the limited budget.
➢ Some sort of biasness on the part of customers could not be ruled out.
➢ Customers are human beings and humans have a tendency to show changes in their attitudes and opinions.
Their views can not remain constant for a long period of time.
➢ Though the basic products of both the SBI and ICICI Bank may be same but difference exists in the product
variants of these banks.
➢ Time taken in providing financial products by Private sector representative ICICI bank is less, compared to
Public sector representative SBI.
➢ Though the formalities to obtain products (Form filling, documents required) may be more or less same but
the satisfaction status of customers of SBI and ICICI Bank towards these formalities have difference.
➢ The customers of Public sector representative SBI and Private sector representative ICICI bank are of the
view that the number of the Product variants should be increased.
➢ The overall satisfaction status of customers towards all the five products, considered for research work has
difference if comparison is done between Public sector representative SBI and Private sector representative
ICICI bank.
Literature Review:
According to ICRA report on ‘Performance review of housing finance companies and Indian mortgage finance
market for 2009-10’, both SBI and HDFC have 17% market share each while the ICICI Bank which has slowed
down its housing finance exposure has 13% share. LIC housing finance and IDBI Group have 8% and 4%,
respectively. As of March 31, 2010, HDFC (along with HDFC Bank), State Bank of India, ICICI Bank (along with
ICICI Home Finance,) and LIC Housing Finance (LIC HFL) clearly dominate the domestic mortgage market,
together accounting for 55% of the total housing credit in India, said the report.
Shrivastva, Pandey and Vidyarthi is of the view that as regards the deposit scenario, already by 1997 almost 65
percent of the base in the banking system was coming from the retail sources. These sources have been
saving/term deposits, deposits through personal banking and agricultural small savings accounts. The retail
segment deposits totalled US $ 85 billion in 1997. The changing macro scenario in fact has a stronger growing
impact on the loans segment of the retail products. This sector is expected to grow at a rate of 30 percent in India
over the next decade. (Chanda Kochar, ED, ICICI bank). The housing loan segment has been the fastest growing
retail credit market for the Indian banking sector. As a result there has been a surge in bank finance to the housing
sector increasing by 55 percent during 2002-03.39

Methodology & References:

Research methodology gives glimpse through which research is conducted method, way & helping tools in
conducting research are described in research methodology.

(a) Research Design: A research design is a frame work or blue print for conducting research work. A descriptive
research design is used to describe characteristics of relevant groups, such as consumers, sales people, organizations
or market areas. It’s also used to estimate percentage of units in a specified population exhibiting certain behaviour.
In our research work comparative analysis mostly depends on survey of bank customers. Hence a descriptive
research design is most suitable one.

(b) Data Collection Plan: After research problem has been identified & selected next step is to gather requisite
data. While deciding about method of data collection to be used for researcher should keep in mind two types of
data i.e. primary & secondary.

(i) Secondary Data Collection: It was collected through searching from various books containing relevant material
on banking topics especially covering financial products considered for our research work. Secondary data was
collected from various websites & through searching into magazines published research papers were also
considered. Secondary data was also collected through visits to both banks.

(ii) Primary Data Collection: It was very essential for research work. Data was collected with help of
questionnaire questions were asked from banks customers to collect information gathered through this was used in
comparative analysis of products of both banks. Structured undisguised questions which were closed ended were
used in seeking information from bank customers.

(c) Sampling Plan: It’s vital in case of primary data collection. For survey of bank customers a proper sampling
design was formulated which is explained below

(i) Target Population: target population was bank customers from SBI & ICICI Bank & branches of both SBI &
ICICI banks were located in Kolkata.

(ii) Sampling Technique: Probability sampling technique was considered. As it’s more accurate in results in
comparison to non probability sampling. In probability sampling simple random sampling was selected. Here each
element has known & equal chance of being selected.

(iii) Sample Size: sample size considered for research work is of 400 bank customers. 200 customers from SBI &
200 customers from ICICI Bank were interviewed. All important demographic characteristics like age, level of
education, level of income, profession were noted during survey process.100 customers from one branch of both
banks, 100 customers from another branch of both banks were interviewed. All branches are chosen from prime
locations of Kolkata to make study result more effective.

(d) Data Analysis: For data collected from customer’s percentage method is used to make an analysis. Percentages
helped in doing comparative analysis of products of both banks. Data which is gathered from banks & from other
sources, logical inferences are drawn in doing comparative analysis of products of both banks.

Bibliography:
✓ Pandey I.M., Financial Management
✓ Chandra P., Financial Management
✓ V.Sharan, Financial Institution & Services
✓ Induction program book of ICICI Bank Ltd.
✓ www.ICICIBank.com
✓ www.homeloans.com/ICICIBank
 III GUIDE DETAILS
Name of the guide : Taposh Kumar Paul
Date of Birth : 27-12-1973
Primary Contact Number : +919433439397
Primary Email Id : paul_taposh@yahoo.co.in
Total Experience : 14
Country : India
Name of the PG Area of Year of Institution/University
Specialization passing
M.Com, Master of Business Accounting 1999 University of Calcutta
Administration(MBA), Ph.D &Finance

Does the guide has more than Two years of Experience: Yes

I ,Dr. TAPOSH KUMAR PAUL hereby confirm my willingness to guide Mr. Mandal Raju Roll No. 1708001622
attached to Learning Centre (code) 0 , , whose Project Title is Developing a service delivery model to bridge
gap between services expected & provided by ICICI Home Loans during the Spring session of 2019 (year). I
agree to submit the project status/ Internal Assessment marks to the University

(Signature of the Guide)

I hereby declare that this project synopsis is an original work carried by me
and will not be submitted to any other University for fulfillment of any
course of study.

Place: Kolkata
Date: 12 July, 2019 (Signature of the Student)