A PROJECT REPORT

On
A Comparative study of Proftability &
Operational Efciency in ICICI and !I"
ubmitted by
AC#I$ %&PTA
'()))(**)
+
t,
emester -!A
&nder t,e %uidance of
-r arad ,u.la
/aculty0 -!A /inance
#1C Academy 21uc.no3
I44I- -A$IPA1 &$I5ERIT6
1&C4$O7
1

(Certificate from Faculty Supervisor)
BONAFIED CERTIFICATE
This is to certify that the Management Project titled A Comparative study of
Profitabilty & Operatioal Effe!ie!y i ICICI ad "BI #
submitted by "AC$IN %&PTA nroll !"111"##1
$o% during Semester &' of the M() Program (The Class of *+1,) embodies
original -or. done by him/her0

"I%NAT&RE "I%NAT&RE
'E(teral E(amier) 'E(teral E(amier)

"I%NAT&RE I%NAT&RE
$EAD OF T$E DEPART*ENT FAC&+T, IN C$AR%E
-. C$AD$A *R/"$ARAD "$&.+A
*
PREFACE
Theoretical knowledge is fundamental weapon for any management student.
But apart from theoretical studies we need to experience a deeper insight into the
practical aspects of those theories by working as a part of organization during
valuable summer training, in which student can apply his theoretical knowledge. In
Summer Training, we understand that practical knowledge and theoretical
knowledge have a vast difference. So this Summer Training has high importance as
to know how both the aspects can be applied together.
This training session helps us to know about the working process in the
organization, organizational management and other aspects, which is an important
itself. This training has to be a long and vast experience. uring the curriculum of
management programmes a student has to attain a practical exposure of an
organization in addition to theory he!she studies.
To achieve professional competence, manager ought to be fully occupied with
theory and practical exposure of management. "anagement profession in India is a
better profession as compared to others. The demand for professional managers is
increasing day by day
AC#I$ %&PTA
tudent
-!A0/inance

,

Table of !otets
Chapter 1% &ntroduction +" 1 ,,
101 2vervie- of ban.ing &ndustry "
10* Company Profile 1,
10, 3esearch objective ,1
104 3evie- of literature ,1
10! 5ey 6ords ,*
Chapter *% 3esearch Methodology ,4 7 ,"
*01 Sampling 8esign ,!
*0* Pilot Study ,9
*0, 3esearch Methodology ,"
*04 :imitations of the Study ,"
Chapter ,% 8ata )nalysis and &nterpretation ,; 1 ;1

Chapter 4% Findings< 3ecommendations and Conclusion ;* 1 ;!
Chapter !% )ppendices = conclusion ;9 7 #1
4
AC.NO0+ED%E*ENT
& am grateful to than. our Campus >ead Mr ? 5 C>)8>) for giving me this great
opportunity to do my project0
& also e@tent my than.s to0Mr Sarad Shu.la< faculty guide -ho has given me moral
support to do my project -or.0
& also e@tend my than.fulness to my beloved parents and friends for their
continuous encouragement at every moment0
!

DEC+ARATION
& here by declare that the project entitled A Comparative study of
Profitability & Operatioal Effi!ie!y i ICICI ad "BI# has been
completed by me0 & assure that this project is uniAue and has not been reproduced
or copied from any other sources0
'"AC$IN %&PTA)
Fa!ulty %uide
'123332443)
9

INTROD&CTION
"
3/3 O5ER5IE0 OF T$E BAN.IN% IND&"TR,6
(an.ing in &ndia originated in the last decades of the 1;th century0 The oldest ban. in
e@istence in &ndia is the State (an. of &ndia< a government1o-ned ban. that traces its origins
bac. to ?une 1;+9 and that is the largest commercial ban. in the country0 Central ban.ing is the
responsibility of the 3eserve (an. of &ndia< -hich in 1#,! formally too. over these
responsibilities from the then &mperial (an. of &ndia< relegating it to commercial ban.ing
functions0 )fter &ndiaBs independence in 1#4"< the 3eserve (an. -as nationaliCed and given
broader po-ers0 &n 1#9# the government nationaliCed the 14 largest commercial ban.sD the
government nationaliCed the si@ ne@t largest in 1#;+0
Currently< &ndia has ;; scheduled commercial ban.s (SC(s) 1 *" public sector ban.s (that is -ith
the Eovernment of &ndia holding a sta.e)< *# private ban.s (these do not have government sta.eD
they may be publicly listed and traded on stoc. e@changes) and ,1 foreign ban.s0 They have a
combined net-or. of over !,<+++ branches and 1"<+++ )TMs0 )ccording to a report by &C3)
:imited< a rating agency< the public sector ban.s hold over "! percent of total assets of the
ban.ing industry< -ith the private and foreign ban.s holding 1;0*F and 90!F respectively0
Early 7istory6
(an.ing in &ndia originated in the last decades of the 1;th century0 The first ban.s -ere The
Eeneral (an. of &ndia< -hich started in 1";9< and the (an. of >industan< both of -hich are no-
defunct0 The oldest ban. in e@istence in &ndia is the State (an. of &ndia< -hich originated in the
(an. of Calcutta in ?une 1;+9< -hich almost immediately became the (an. of (engal0 This -as
one of the three presidency ban.s< the other t-o being the (an. of (ombay and the (an. of
Madras< all three of -hich -ere established under charters from the (ritish ast &ndia Company0
For many years the Presidency ban.s acted as Auasi1central ban.s< as did their successors0 The
three ban.s merged in 1#*! to form the &mperial (an. of &ndia< -hich< upon &ndiaBs
independence< became the State (an. of &ndia0
&ndian merchants in Calcutta established the Gnion (an. in 1;,#< but it failed in 1;4; as a
conseAuence of the economic crisis of 1;4;14#0 The )llahabad (an.< established in 1;9! and
;
still functioning today< is the oldest ?oint Stoc. ban. in &ndia0 6hen the )merican Civil 6ar
stopped the supply of cotton to :ancashire from the Confederate States< promoters opened ban.s
to finance trading in &ndian cotton0 6ith large e@posure to speculative ventures< most of the
ban.s opened in &ndia during that period failed0 The depositors lost money and lost interest in
.eeping deposits -ith ban.s0 SubseAuently< ban.ing in &ndia remained the e@clusive domain of
uropeans for ne@t several decades until the beginning of the *+th century0
Foreign ban.s too started to arrive< particularly in Calcutta< in the 1;9+s0 The Comptoire
dBscompte de Paris opened a branch in Calcutta in 1;9+< and another in (ombay in 1;9*D
branches in Madras and Pondicherry< then a French colony< follo-ed0 Calcutta -as the most
active trading port in &ndia< mainly due to the trade of the (ritish mpire< and so became a
ban.ing center0
)round the turn of the *+th Century< the &ndian economy -as passing through a relative period
of stability0 )round five decades had elapsed since the &ndian Mutiny< and the social< industrial
and other infrastructure had improved0 &ndians had established small ban.s< most of -hich
served particular ethnic and religious communities0
The presidency ban.s dominated ban.ing in &ndia but there -ere also some e@change ban.s and
a number of &ndian joint stoc. ban.s0 )ll these ban.s operated in different segments of the
economy0 The e@change ban.s< mostly o-ned by uropeans< concentrated on financing foreign
trade0 &ndian joint stoc. ban.s -ere generally under capitaliCed and lac.ed the e@perience and
maturity to compete -ith the presidency and e@change ban.s0 This segmentation let :ord CurCon
to observe< "In respect of banking it seems we are behind the times. We are like some old
fashioned sailing ship, divided by solid wooden bulkheads into separate and cumbersome
compartments."
(y the 1#++s< the mar.et e@panded -ith the establishment of ban.s such as Punjab $ational
(an.< in 1;#! in :ahore and (an. of &ndia< in 1#+9< in Mumbai 1 both of -hich -ere founded
under private o-nership0 Punjab $ational (an. is the first S-adeshi (an. founded by the
leaders li.e :ala :ajpat 3ai< Sardar 8yal Singh Majithia0 The S-adeshi movement in particular
inspired local businessmen and political figures to found ban.s of and for the &ndian community0
) number of ban.s established then have survived to the present such as (an. of &ndia<
Corporation (an.< &ndian (an.< (an. of (aroda< Canara (an. and Central (an. of &ndia0The
#
fervour of S-adeshi movement lead to establishing of many private ban.s in 8a.shina 5annada
and Gdupi district -hich -ere unified earlier and .no-n by the name "out7 Caara ( South
5anara ) district0Four nationalised ban.s started in this district and also a leading private sector
ban.0 >ence undivided 8a.shina 5annada district is .no-n as HCradle of &ndian (an.ingH0
From 0orld 0ar I to Idepede!e6
The period during the First 6orld 6ar (1#1411#1;) through the end of the Second 6orld 6ar
(1#,#11#4!)< and t-o years thereafter until the independence of &ndia -ere challenging for
&ndian ban.ing0 The years of the First 6orld 6ar -ere turbulent< and it too. its toll -ith ban.s
simply collapsing despite the &ndian economy gaining indirect boost due to -ar1related economic
activities0 )t least #4 ban.s in &ndia failed bet-een 1#1, and 1#1; as indicated in the follo-ing
table%
,ears
Number of ba8s
t7at failed
Aut7ori9ed !apital
'Rs/ +a87s)
Paid:up Capital
'Rs/ +a87s)
1#1, 1* *"4 ,!
1#14 4* "1+ 1+#
1#1! 11 !9 !
1#19 1, *,1 4
1#1" # "9 *!
1#1; " *+# 1
1+
Post:idepede!e6
The partition of &ndia in 1#4" adversely impacted the economies of Punjab and 6est (engal<
paralyCing ban.ing activities for months0 &ndiaBs independence mar.ed the end of a regime of the
:aisseC1faire for the &ndian ban.ing0 The Eovernment of &ndia initiated measures to play an
active role in the economic life of the nation< and the &ndustrial Policy 3esolution adopted by the
government in 1#4; envisaged a mi@ed economy0 This resulted into greater involvement of the
state in different segments of the economy including ban.ing and finance0 The major steps to
regulate ban.ing included%
&n 1#4;< the 3eserve (an. of &ndia< &ndiaBs central ban.ing authority< -as nationaliCed<
and it became an institution o-ned by the Eovernment of &ndia0
&n 1#4#< the (an.ing 3egulation )ct -as enacted -hich empo-ered the 3eserve (an. of
&ndia (3(&) Hto regulate< control< and inspect the ban.s in &ndia0H
The (an.ing 3egulation )ct also provided that no ne- ban. or branch of an e@isting
ban. could be opened -ithout a license from the 3(&< and no t-o ban.s could have
common directors0
>o-ever< despite these provisions< control and regulations< ban.s in &ndia e@cept the State (an.
of &ndia< continued to be o-ned and operated by private persons0 This changed -ith the
nationaliCation of major ban.s in &ndia on 1# ?uly< 1#9#0
Natioali9atio6
(y the 1#9+s< the &ndian ban.ing industry has become an important tool to facilitate the
development of the &ndian economy0 )t the same time< it has emerged as a large employer< and a
debate has ensued about the possibility to nationaliCe the ban.ing industry0 &ndira Eandhi< the1
then Prime Minister of &ndia e@pressed the intention of the E2& in the annual conference of the
)ll &ndia Congress Meeting in a paper entitled "Stray thoughts on Bank Nationaliation." The
paper -as received -ith positive enthusiasm0 Thereafter< her move -as s-ift and sudden< and the
E2& issued an ordinance and nationaliCed the 14 largest commercial ban.s -ith effect from the
midnight of ?uly 1#< 1#9#0 ?ayapra.ash $arayan< a national leader of &ndia< described the step as
a "masterstroke of political sagacity." 6ithin t-o -ee.s of the issue of the ordinance< the
11
Parliament passed the (an.ing Companies ()cAuisition and Transfer of Gnderta.ing) (ill< and it
received the presidential approval on # )ugust< 1#9#0
) second dose of nationaliCation of 9 more commercial ban.s follo-ed in 1#;+0 The stated
reason for the nationaliCation -as to give the government more control of credit delivery0 6ith
the second dose of nationaliCation< the E2& controlled around #1F of the ban.ing business of
&ndia0 :ater on< in the year 1##,< the government merged $e- (an. of &ndia -ith Punjab
$ational (an.0 &t -as the only merger bet-een nationaliCed ban.s and resulted in the reduction
of the number of nationaliCed ban.s from *+ to 1#0 )fter this< until the 1##+s< the nationaliCed
ban.s gre- at a pace of around 4F< closer to the average gro-th rate of the &ndian economy0
The nationaliCed ban.s -ere credited by some< including >ome minister P0 Chidambaram< to
have helped the &ndian economy -ithstand the global financial crisis of *++"1*++#0
+iberali9atio6
&n the early 1##+s< the then $arsimha 3ao government embar.ed on a policy of liberaliCation<
licensing a small number of private ban.s0 These came to be .no-n as New !eneration tech"
savvy banks< and included Elobal Trust (an. (the first of such ne- generation ban.s to be set
up)< -hich later amalgamated -ith 2riental (an. of Commerce< GT& (an.(no- re1named as
)@is (an.)< &C&C& (an. and >8FC (an.0 This move< along -ith the rapid gro-th in the
economy of &ndia< revitaliCed the ban.ing sector in &ndia< -hich has seen rapid gro-th -ith
strong contribution from all the three sectors of ban.s< namely< government ban.s< private ban.s
and foreign ban.s0
The ne@t stage for the &ndian ban.ing has been setup -ith the proposed rela@ation in the norms
for Foreign 8irect &nvestment< -here all Foreign &nvestors in ban.s may be given voting rights
-hich could e@ceed the present cap of 1+F<at present it has gone up to 4#F -ith some
restrictions0
The ne- policy shoo. the (an.ing sector in &ndia completely0 (an.ers< till this time< -ere used
to the 41914 method ((orro- at 4FD:end at 9FDEo home at 4) of functioning0 The ne- -ave
ushered in a modern outloo. and tech1savvy methods of -or.ing for traditional ban.s0)ll this
led to the retail boom in &ndia0 People not just demanded more from their ban.s but also received
more0
1*
Currently (*++")< ban.ing in &ndia is generally fairly mature in terms of supply< product range
and reach1even though reach in rural &ndia still remains a challenge for the private sector and
foreign ban.s0 &n terms of Auality of assets and capital adeAuacy< &ndian ban.s are considered to
have clean< strong and transparent balance sheets relative to other ban.s in comparable
economies in its region0 The 3eserve (an. of &ndia is an autonomous body< -ith minimal
pressure from the government0 The stated policy of the (an. on the &ndian 3upee is to manage
volatility but -ithout any fi@ed e@change rate1and this has mostly been true0
6ith the gro-th in the &ndian economy e@pected to be strong for Auite some time1especially in
its services sector1the demand for ban.ing services< especially retail ban.ing< mortgages and
investment services are e@pected to be strong0 2ne may also e@pect M=)s< ta.eovers< and asset
sales0
&n March *++9< the 3eserve (an. of &ndia allo-ed 6arburg Pincus to increase its sta.e in 5ota.
Mahindra (an. (a private sector ban.) to 1+F0 This is the first time an investor has been allo-ed
to hold more than !F in a private sector ban. since the 3(& announced norms in *++! that any
sta.e e@ceeding !F in the private sector ban.s -ould need to be vetted by them0
&n recent years critics have charged that the non1government o-ned ban.s are too aggresive in
their loan recovery efforts in connection -ith housing< vehicle and personal loans0 There are
press reports that the ban.sB loan recovery efforts have driven defaulting borro-ers to suicide0
1,
3/; Compay Profile of "BI6
State (an. of &ndia (S(&) is &ndiaBs largest commercial ban.0 S(& has a vast
domestic net-or. of over #+++ branches (appro@imately 14F of all ban. branches) and
commands one1fifth of deposits and loans of all scheduled commercial ban.s in &ndia0

The State (an. Eroup includes a net-or. of eight ban.ing subsidiaries and several
non1ban.ing subsidiaries offering merchant ban.ing services< fund management< factoring
services< primary dealership in government securities< credit cards and insurance0
T7e ei<7t ba8i< subsidiaries are6
11State (an. of (i.aner and ?aipur (S((?)
*1State (an. of >yderabad (S(>)
,1State (an. of &ndia (S(&)
41State (an. of &ndore (S(&3)
!1State (an. of Mysore (S(M)
91State (an. of Patiala (S(P)
"1State (an. of Saurashtra (S(S)
;1State (an. of Travancore (S(T)
The origins of State (an. of &ndia date bac. to 1;+9 -hen the (an. of Calcutta (later called the
(an. of (engal) -as established0 &n 1#*1< the (an. of (engal and t-o other Presidency ban.s
((an. of Madras and (an. of (ombay) -ere amalgamated to form the &mperial (an. of &ndia0
&n 1#!!< the controlling interest in the &mperial (an. of &ndia -as acAuired by the 3eserve (an.
of &ndia and the State (an. of &ndia (S(&) came into e@istence by an act of Parliament as
successor to the &mperial (an. of &ndia0
14
Today< State (an. of &ndia (S(&) has spread its arms around the -orld and has a net-or. of
branches spanning all time Cones0 S(&Bs &nternational (an.ing Eroup delivers the full range of
cross1border finance solutions through its four -ings 1 the 8omestic division< the Foreign
2ffices division< the Foreign 8epartment and the &nternational Services division0
State (an. of &ndia (S(&) (:S% S(&8) is the largest ban. in &ndia0 &f one measures by the
number of branch offices and employees< S(& is the largest ban. in the -orld0 stablished in
1;+9 as (an. of Calcutta< it is the oldest commercial ban. in the &ndian subcontinent0 S(&
provides various domestic< international and $3& products and services< through its vast net-or.
in &ndia and overseas0 6ith an asset base of I1*9 billion and its reach< it is a regional ban.ing
behemoth0 The government nationaliCed the ban. in 1#!!< -ith the 3eserve (an. of &ndia ta.ing
a 9+F o-nership sta.e0 &n recent years the ban. has focused on three priorities< 1)< reducing its
huge staff through Eolden handsha.e schemes .no-n as the 'oluntary 3etirement Scheme<
-hich sa- many of its best and brightest defect to the private sector< *)< computeriCing its
operations and ,)< changing the attitude of its employees (through an ambitious programme aptly
named BParivartanB -hich means change) as a large number of employees are very rude to
customers0
Roots6
The State (an. of &ndia traces its roots to the first decade of 1#th century< -hen the (an. of
Calcutta< later renamed the (an. of (engal< -as established on * ?une 1;+90 The government
amalgamated (an. of (engal and t-o other Presidency ban.s< namely< the (an. of (ombay
(incorporated on 1! )pril 1;4+) and the (an. of Madras on *" ?anuary 1#*1< and named the
reorganiCed ban.ing entity the &mperial (an. of &ndia0 )ll these Presidency ban.s had been
incorporated as joint stoc. companies< and -ere the result of the royal charters0 The &mperial
(an. of &ndia continued as a joint stoc. company0 Gntil the establishment of a central ban. in
&ndia the &mperial (an. and its early predecessors served as &ndiaBs central ban.< at least in terms
of issuing the currency0 The State (an. of &ndia )ct 1#!!< enacted by the Parliament of &ndia<
authoriCed the 3eserve (an. of &ndia< -hich is the central ban.ing organiCation of &ndia< to
acAuire a controlling interest in the &mperial (an. of &ndia< -hich -as renamed the State (an. of
&ndia on ,+ )pril 1#!!0
1!
Timelie6
?une *< 1;+9% The (an. of Calcutta established0
?anuary *< 1;+#% This became the (an. of (engal0
)pril 1!< 1;4+% (an. of (ombay established0
?uly 1< 1;4,% (an. of Madras established0
1;91% Paper Currency )ct passed0
?anuary *"< 1#*1% all three ban.s amalgamated to form &mperial (an. of &ndia0
?uly 1< 1#!!% State (an. of &ndia formedD becomes the first &ndian ban. to be
nationaliCed0
1#!#% State (an. of &ndia (Subsidiary (an.s) )ct passed< enabling the State (an. of
&ndia to ta.e over eight former State1associated ban.s as its subsidiaries0
1#;+s 6hen (an. of Cochin in 5erala faced a financial crisis< the government merged it
-ith State (an. of &ndia0
?une *#< *++"% The Eovernment of &ndia today acAuired the entire 3eserve (an. of &ndia
(3(&) shareholding in State (an. of &ndia (S(&)< consisting of over ,14 million eAuity
shares at a total amount of over ,!! billion rupees0
Asso!iate ba8s6
There are seven other associate ban.s that fall under S(&0 They all use the HState (an.
ofH name follo-ed by the regional headAuartersB name0 These -ere originally ban.s belonging to
princely states before the government nationaliCed them in 1#!#0 &n tune -ith the first Five Jear
Plan< emphasiCing the development of rural &ndia< the government integrated these ban.s -ith
the State (an. of &ndia to e@pand its rural outreach0 The State (an. group refers to the seven
associates and the parent ban.0 )ll the ban.s use the same logo of a blue .eyhole0 Currently< the
group is merging all the associate ban.s into S(&< -hich -ill create a Hmega ban.H< and one
hopes< streamline operations and unloc. value0
State (an. of (i.aner = ?aipur
19
State (an. of >yderabad
State (an. of &ndore
State (an. of Mysore
State (an. of Patiala
State (an. of Saurashtra
State (an. of Travancore
Forei< Offi!es6
State (an. of &ndia is present in ,* countries< -here it has ;4 offices serving the
international needs of the ban.Bs foreign customers< and in some cases conducts retail operations0
The focus of these offices is &ndia1related business0
Forei< Bra!7es6
S(& has branches in these countries%
The &sraeli branch
)ustralia
(ahrain
(angladesh
(elgium
Canada
8ubai
France
Eermany
>ong 5ong
&srael
?apan
PeopleBs 3epublic of China
3epublic of Maldives
Singapore
South )frica
Sri :an.a
1"
Sultanate of 2man
The (ahamas
G050
G0S0)
"ubsidiaries ad -oit 5etures6
&n addition to the foreign branches above< S(& has these -holly o-ned subsidiaries and
joint ventures%
$epal State (an. :imited
S(& Mauritius
&ndian 2cean &nternational (an. (Mauritius)
S(& Canada
S(& California
%ro=t76
Mumbai< &ndia location0
State (an. of &ndia has often acted as guarantor to the &ndian Eovernment< most notably during
Chandra She.harBs tenure as Prime Minister of &ndia0 6ith more than #4++ branches and a
further 4+++K associate ban. branches< the S(& has e@tensive coverage0 Follo-ing its arch1rival
&C&C& (an.< State (an. of &ndia has electronically net-or.ed most of its metropolitan< urban and
semi1urban branches under its Core (an.ing System (C(S)< -ith over 4!++ branches being
incorporated so far0 The ban. has the largest )TM net-or. in the country having more than !9++
)TMs L1M0 The State (an. of &ndia has had steady gro-th over its history< though the >arshad
Mehta scam in 1##* marred its image0 &n recent years< the ban. has sought to e@pand its overseas
operations by buying foreign ban.s0 &t is the only &ndian ban. to feature in the top 1++ -orld
ban.s in the Fortune Elobal !++ rating and various other ran.ings0 )ccording to the Forbes *+++
listing it tops all &ndian companies0
1;
Fortue %lobal 1>> Ra8i< ? ;>3>6
S(& debuted in the Fortune Elobal !++ L*M at 4#; in *++"0 &n *+1+ it moved up to 4#!0 )s
per fortune !++1*+1+ follo-ing are the data for S(& in I million0 3evenues 1!<11#040 Profits
1<4+"0,0 )ssets 1;"<!4"010 Stoc.holdersB Auity #<";90*
%roup !ompaies6
S(& Capital Mar.ets :td
S(& Mutual Fund () Trust)
S(& Factors and Commercial Services :td
S(& 8F>& :td
S(& Cards and Payment Services Pvt :td
S(& :ife &nsurance Co0 :td 1 (ancassurance (:ife &nsurance)
S(& Funds Management Pvt :td
S(& Canada
IT Iitiatives6
)ccording to PM $et-or. (8ecember *++9< 'ol0 *+< $o0 1*)< State (an. of &ndia
launched a project in *++* to net-or. more than 14<+++ domestic and "+ foreign offices and
branches0 The first and the second phases of the project have already been completed and the
third phase is still in progress0 )s of 8ecember *++9< over 1+<+++ branches have been covered0
The ne- infrastructure serves as the ban.Bs bac.bone< carrying all applications< such as the &P
telephone net-or.< )TM net-or.< &nternet ban.ing and internal e1mail0 The ne- infrastructure
has enabled the ban. to further gro- its )TM net-or. -ith plans to add another ,<+++ by the
end of *+11 raising the total number to ;<9++0 )s of September *+< *+1+ S(& has "*,9 )TMs0
1#
Corporate Details6
This site provides comprehensive information on State (an. of &ndia or S(& (an.< the
premier $ationaliCed &ndian (an.0 State (an. of &ndia is actively involved since 1#", in non1
profit activity called Community Services (an.ing0
State (an. of &ndia is &ndiaBs largest ban. amongst all public and private sector ban.s operating
in &ndia0 State (an. of &ndia o-ns and operates the follo-ing subsidiaries and ?oint 'entures 7
State (an. 2f &ndia Credit Card
State (an. 2f &ndia 2nline
State (an. 2f &ndia GS)
State (an. 2f &ndia Services
State (an. 2f &ndia Mutual Funds
State (an. 2f &ndia (ranch
State (an. 2f &ndia $3& )ccount
Ba8i< "ubsidiaries6
State (an. of (i.aner and ?aipur (S((?)
State (an. of >yderabad (S(>)
State (an. of &ndore (S(&)
State (an. of Mysore (S(M)
State (an. of Patiala (S(P)
State (an. of Saurashtra (S(S)
State (an. of Travancore (S(T)
Forei< "ubsidiaries6
State ban. of &ndia &nternational (Mauritius) :td0
State (an. of &ndia (California)0
State (an. of &ndia (Canada)0
&$M( (an. :td< :agos0
*+
No: ba8i< "ubsidiaries/
S(& Capital Mar.ets :td (S(&C)P)
S(& Funds Management Pvt :td (S(& FG$8S)
S(& 8F>& :td (S(& 8F>&)
S(& Factors and Commercial Services Pvt :td (S(& F)CT23S)
S(& Cards = Payments Services Pvt0 :td0 (S(&CPS:)
-oit vetures6
S(& :ife &nsurance Company :td (S(& :&F)0
A!tivities6
State (an. of &ndia administrative structure is -ell eAuipped to oversee the large net-or.
of branches in &ndia and abroad0 The State (an. of &ndia 14 :ocal >ead 2ffices and !" Nonal
2ffices are located at important cities spread throughout the country0 State (an. of &ndia has !*
foreign offices in ,4 countries across the globe0 The Corporate )ccounts Eroup is a Strategic
(usiness Gnit of the (an. set up e@clusively to fulfill the specialiCed ban.ing needs of top
corporate in the country0
The main activities of are into 1
Personal (an.ing0
$3& Services0
)griculture0
&nternational0
Corporate0
SM0
8omestic Treasury0
*1
State (an. of &ndia offers the follo-ing services to its customers 1
8omestic Treasury0
S(& 'ish-a Jatra Foreign Travel Card0
(ro.ing Services
3evised Service Charge0
)TM Services0
&nternet (an.ing0
1Pay0
13ail0
3(&FT0
Safe 8eposit :oc.ers0
Eift CheAues0
M&C3 Codes0
Foreign &n-ard 3emittances0
Moreover< State (an. of &ndia has Colleges/&nstitutes/Training Centers that are the seats of
learning and research and development0 &t caters not only to the employees of State (an. of
&ndia but also other ban.s/establishments in &ndia and abroad0
Performa!e6
S(& (an. &ndia had Total &ncome of 3s 9;,"90;, crore for the financial year *++9 1+"0
State (an. of &ndia has posted $et &ncome to the tune of 3s 9,940,; crore or the financial year
*++9 1+"0
Or<ai9atio6
State (an. of &ndia is headed by Mr0 Shri 20 P0 (hatt< Chairman0
**
Compay Profile of ICICI6
&C&C& (an. is &ndiaBs second1largest ban. -ith total assets of 3s0 ,<;4#0"+ billion
(GSI ;* billion) at September ,+< *+1+ and profit after ta@ 3s0 1"04* billion for the half year
ended September ,+< *+1+0 The (an. has a net-or. of about 1<4++ branches and 4<!,+ )TMs in
&ndia and presence in 1; countries0 &C&C& (an. offers a -ide range of ban.ing products and
financial services to corporate and retail customers through a variety of delivery channels and
through its specialiCed subsidiaries and affiliates in the areas of investment ban.ing< life and non1
life insurance< venture capital and asset management0 The (an. currently has subsidiaries in the
Gnited 5ingdom< 3ussia and Canada< branches in Gnited States< Singapore< (ahrain< >ong
5ong< Sri :an.a< Oatar and 8ubai &nternational Finance Centre and representative offices in
Gnited )rab mirates< China< South )frica< (angladesh< Thailand< Malaysia and &ndonesia0 2ur
G5 subsidiary has established branches in (elgium and Eermany0
&C&C& (an.Bs eAuity shares are listed in &ndia on (ombay Stoc. @change and the $ational Stoc.
@change of &ndia :imited and its )merican 8epositary 3eceipts ()83s) are listed on the $e-
Jor. Stoc. @change ($JS)0
$istory6
&C&C& (an. -as originally promoted in 1##4 by &C&C& :imited< an &ndian financial institution<
and -as its -holly1o-ned subsidiary0 &C&C&Bs shareholding in &C&C& (an. -as reduced to 49F
through a public offering of shares in &ndia in fiscal 1##;< an eAuity offering in the form of )83s
listed on the $JS in fiscal *+++< &C&C& (an.Bs acAuisition of (an. of Madura :imited in an all1
stoc. amalgamation in fiscal *++1< and secondary mar.et sales by &C&C& to institutional investors
in fiscal *++1 and fiscal *++*0 &C&C& -as formed in 1#!! at the initiative of the 6orld (an.< the
Eovernment of &ndia and representatives of &ndian industry0 The principal objective -as to create
a development financial institution for providing medium1term and long1term project financing
to &ndian businesses0 &n the 1##+s< &C&C& transformed its business from a development financial
institution offering only project finance to a diversified financial services group offering a -ide
variety of products and services< both directly and through a number of subsidiaries and affiliates
*,
li.e &C&C& (an.0 &n 1###< &C&C& become the first &ndian company and the first ban. or financial
institution from non1?apan )sia to be listed on the $JS0
)fter consideration of various corporate structuring alternatives in the conte@t of the emerging
competitive scenario in the &ndian ban.ing industry< and the move to-ards universal ban.ing< the
managements of &C&C& and &C&C& (an. formed the vie- that the merger of &C&C& -ith &C&C&
(an. -ould be the optimal strategic alternative for both entities< and -ould create the optimal
legal structure for the &C&C& groupBs universal ban.ing strategy0 The merger -ould enhance value
for &C&C& shareholders through the merged entityBs access to lo-1cost deposits< greater
opportunities for earning fee1based income and the ability to participate in the payments system
and provide transaction1ban.ing services0 The merger -ould enhance value for &C&C& (an.
shareholders through a large capital base and scale of operations< seamless access to &C&C&Bs
strong corporate relationships built up over five decades< entry into ne- business segments<
higher mar.et share in various business segments< particularly fee1based services< and access to
the vast talent pool of &C&C& and its subsidiaries0 &n 2ctober *++1< the (oards of 8irectors of
&C&C& and &C&C& (an. approved the merger of &C&C& and t-o of its -holly1o-ned retail finance
subsidiaries< &C&C& Personal Financial Services :imited and &C&C& Capital Services :imited<
-ith &C&C& (an.0 The merger -as approved by shareholders of &C&C& and &C&C& (an. in ?anuary
*++*< by the >igh Court of Eujarat at )hmadabad in March *++*< and by the >igh Court of
?udicature at Mumbai and the 3eserve (an. of &ndia in )pril *++*0 ConseAuent to the merger<
the &C&C& groupBs financing and ban.ing operations< both -holesale and retail< have been
integrated in a single entity0
&C&C& (an. has formulated a Code of (usiness Conduct and thics for its directors and
employees0
&C&C& (an. ((S% &C&C&) (formerly &ndustrial Credit and &nvestment Corporation of &ndia) is
&ndiaBs largest private sector ban. in mar.et capitaliCation and second largest overall in terms of
assets0 (an. has total assets of about GS8 1++ billion (at the end of March *+11)< a net-or. of
over 1<,## branches< ** regional offices and 4# regional processing centres< about 4<4;! )TMs
(at the end of September *++;)< and *4 million customers (at the end of ?uly *++")0 &C&C& (an.
offers a -ide range of ban.ing products and financial services to corporate and retail customers
*4
through a variety of delivery channels and specialised subsidiaries and affiliates in the areas of
investment ban.ing< life and non1life insurance< venture capital and asset management0 (These
data are dynamic0) &C&C& (an. is also the largest issuer of credit cards in &ndia0
L1M
0 &C&C& (an.
has got its eAuity shares listed on the stoc. e@changes at 5ol.ata and 'adodara< Mumbai and the
$ational Stoc. @change of &ndia :imited< and its )83s on the $e- Jor. Stoc. @change
($JS)0
The (an. is e@panding in overseas mar.ets and has the largest international balance sheet among
&ndian ban.s0 &C&C& (an. no- has -holly1o-ned subsidiaries< branches and representatives
offices in 1; countries< including an offshore unit in Mumbai0 This includes -holly o-ned
subsidiaries in Canada< 3ussia and the G5< offshore ban.ing units in (ahrain and Singapore< an
advisory branch in 8ubai< branches in (elgium< >ong 5ong and Sri :an.a< and representative
offices in (angladesh< China< Malaysia< &ndonesia< South )frica< Thailand< the Gnited )rab
mirates and GS)0 2verseas< the (an. is targeting the $3& ($on13esident &ndian) population in
particular0
&C&C& reported a 101!F rise in net profit to 3s0 1<+140*1 crore on a 10*#F increase in total
income to 3s0 #<"1*0,1 crore in O* September *+1+ over O* September *++#0
1#!!% The &ndustrial Credit and &nvestment Corporation of &ndia :imited (&C&C&) -as
incorporated at the initiative of 6orld (an.< the Eovernment of &ndia and representatives of
&ndian industry< -ith the objective of creating a development financial institution for providing
medium1term and long1term project financing to &ndian businesses0 Mr0)03amas-ami Mudaliar
is elected as the first Chairman of &C&C& :imited0
&C&C& emerges as the major source of foreign currency loans to &ndian industry0 (esides
funding from 6orld (an. and other multi1lateral agencies< &C&C& -as also among the
first &ndian companies to raise funds from international mar.ets0
1#!9% &C&C& declared its first dividend< of ,0!F0
1#!;% Mr0E0:0Mehta appointed the second Chairman of &C&C& :td0
1#9+% &C&C& building at 19,< (ac.bay 3eclamation< inaugurated0
1#91% The first 6est Eerman loan of 8M ! million from 5redianstalt obtained0
*!
1#9"% &C&C& made its first debenture issue for 3s09 crore< -hich -as oversubscribed0
1#9#% The first t-o regional offices set up in Calcutta and Madras0
1#"*% &C&C& becomes the second entity in &ndia to set up merchant ban.ing services0
Mr0 >0 T0 Pare.h appointed the third Chairman of &C&C&0
1#""% &C&C& sponsored the formation of >ousing 8evelopment Finance Corporation and
manages its first eAuity public issue0
1#";% Mr0 ?ames 3aj appointed the fourth Chairman of &C&C&0
1#"#% Mr0Siddharth Mehta appointed the fifth Chairman of &C&C&0
1#;*% &C&C& became the first ever &ndian borro-er to raise uropean Currency Gnits0
&C&C& commences leasing business0
1#;4% Mr0 S0 $ad.arni appointed the si@th Chairman of &C&C&0
1#;!% Mr0 $0'aghul appointed the seventh Chairman and Managing 8irector of &C&C&0
1#;9% &C&C& became the first &ndian institution to receive )8( :oans0
&C&C&< along -ith GT&< set up Credit 3ating &nformation Services of &ndia :imited<
&ndiaBs first professional credit rating agency0
&C&C& promotes Shipping Credit and &nvestment Company of &ndia :imited0
The Corporation made a public issue of S-iss Franc "! million in S-itCerland< the first
public issue by any &ndian entity in the S-iss Capital Mar.et0
1#;"% &C&C& signed a loan agreement for Sterling Pound 1+ million -ith Common-ealth
8evelopment Corporation (C8C)< the first loan by C8C for financing projects in &ndia0
1#;;% Promoted T8&C& 1 &ndiaBs first venture capital company0
1##,% &C&C& Securities and Finance Company :imited in joint venture -ith ?0 P0 Morgan set up0
&C&C& )sset Management Company set up0
1##4% &C&C& (an. set up0
*9
1##9% &C&C& :td became the first company in the &ndian financial sector to raise E830
SC&C& merged -ith &C&C& :td0
Mr0 50'05amath appointed the Managing 8irector and C2 of &C&C& :td
1##" % &C&C& :td -as the first intermediary to move a-ay from a single prime rate structure to a
three1tier prime rates structure and introduced yield1curve1based pricing0
The name HThe &ndustrial Credit and &nvestment Corporation of &ndia :tdH changed to
H&C&C& :td0H
&C&C& :td0 announced the ta.eover of &TC Classic Finance0
1##;% ) ne- logo symboliCing the common corporate identity for the &C&C& Eroup -as
introduced0
&C&C& announced ta.eover of )nagram Finance0
1### % &C&C& launched retail finance 1 car loans< home loans and loans for consumer durables0
&C&C& becomes the first &ndian company to get listed on the $JS through an issue of
)merican 8epositary Shares0
*+++ % &C&C& (an. became the first commercial ban. from &ndia to get its stoc. listed on the
$JS0
&C&C& (an. announces merger -ith (an. of Madura0
*++1% The (oards of &C&C& :td and &C&C& (an. approved the merger of &C&C& :td0 -ith &C&C&
(an.0
*++*% &C&C& :td merged -ith &C&C& (an. :td to create &ndiaPs second1largest ban. in terms of
assets0
&C&C& assigned higher than HSovereignH rating by MoodyPs0
&C&C& (an. launched &ndiaPs first C82 (Collateralised 8ebt 2bligation) Fund named
&ndian Corporate Collateralised 8ebt 2bligation Fund (&CC82 Fund)0
H1:obbyH< a self1service ban.ing centre and a first of its .ind in &ndia< is inaugurated in
Pune0
&C&C& (an. launched Private (an.ing0
*"
) 1<1++1seat Call Centre for Customer Care by phone and e1mail -as set up in
>yderabad0
&C&C& (an. >ome Shoppe< the first1ever permanent aggregation and display of housing
projects in the county< launched in Pune0
)TM1on16heels< &ndiaPs first mobile )TM< launched in Mumbai0
*++,% The first &ntegrated Currency Management Centre launched in Pune0
&C&C& (an. announced the setting up of its first1ever offshore branch in Singapore0
The first offshore ban.ing unit (2(G) at SPN Special conomic None< Mumbai< -as
launched0
&C&C& (an.Ps representative office inaugurated in 8ubai0
3epresentative office set up in China0
&C&C& (an.Ps G5 subsidiary launched0
&ndiaPs first ever H'isa Mini Credit CardH< a credit card 4,F smaller in dimensions -as
launched0
) subsidiary of &C&C& (an. -as set up in Canada0
Temase. >oldings acAuired !0*F sta.e in &C&C& (an.0
&C&C& (an. became the mar.et leader in retail credit in &ndia0
*++4% Ma@ Money< a home loan product that offers the dual benefit of higher eligibility and
affordability to a customer< introduced0
Mobile ban.ing service in &ndia launched in association -ith 3eliance &nfocomm0
&ndiaPs first multi1branded credit card -ith >PC: and )irtel launched0
5isan :oan Card and innovative< lo-1cost )TMs -ere launched in rural &ndia0
&C&C& (an. and C$(C T' 1; announced &ndiaPs first ever a-ards recogniCing the
achievements of SMs< a pioneering initiative to encourage the contribution of Small and
Medium nterprises to the gro-th of the &ndian economy0
&C&C& (an. opened its !++th branch in &ndia0
&C&C& (an. introduced partnership model -herein &C&C& (an. -ould forge an alliance
-ith e@isting micro finance institutions (MF&s)0 The MF& -ould underta.e the
promotional role of identifying< training and promoting the micro1finance clients and
&C&C& (an. -ould finance the clients directly on the recommendation of the MF&0
*;
&C&C& (an. introduced ; to ; (an.ing -herein all the branches of the (an. -ould
remain open from ;a0m0 to ; p0m0 from Monday to Saturday0
&C&C& (an. introduced the concept of floating rate for home loans in &ndia0
*++!% First rural branch and )TM launched in Gttar Pradesh at 8elpandar-a< >ardoi0
HFree for :ifeH credit cards launched -herein annual fees of all &C&C& (an. Credit Cards
-ere -aived off0
&C&C& (an. and 'isa jointly launched mChA 7 a revolutionary credit card on the mobile
phone0
Private (an.ing Masters *++!< a nation-ide Eolf tournament for high net-orth clients of
the Private (an.ing division launched0 This event is the largest domestic invitation
amateur golf event conducted in &ndia0
(ecomes the first &ndian company to ma.e a simultaneous eAuity offering of I10; billion
in &ndia< the Gnited States and ?apan0
)cAuired &vestitsionno5reditny (an. of 3ussia0
&C&C& (an. became the largest ban. in &ndia in terms of its mar.et capitaliCation0
&C&C& (an. became the first private entity in &ndia to offer a discount to retail investors
for its follo-1up offer0
*++9% &C&C& (an. became the first &ndian ban. to issue hybrid Tier11 perpetual debt in the
international mar.ets0
&C&C& (an. subsidiary set up in 3ussia0
&ntroduced a ne- product 1 Q$3& smart save 8epositsP 7 a uniAue fi@ed deposit scheme
for nonresident &ndians0
3epresentative offices opened in Thailand< &ndonesia and Malaysia0
&C&C& (an. became the largest retail player in the mar.et to introduce a biometric
enabled smart card that allo- ban.ing transactions to be conducted on the field0 ) lo-1
cost solution< this became an effective delivery option for &C&C& (an.Ps micro1finance
institution partners0
Financial counseling centre 8isha launched0 8isha provides free credit counseling<
financial planning and debt management services0
(hoomi puja conducted for a regional hub in >yderabad< )ndhra Pradesh0
*#
*++"% &C&C& (an. ma.es a GS8 * billion three1tranche international bond offering< -hich
becomes the largest bond offering by an &ndian ban.0
Sangli (an. -as amalgamated -ith &C&C& (an.0
&C&C& (an. raised 3s *+<+++ crore (appro@ I! billion) from domestic and international
mar.ets through a follo-1on public offer0
&C&C& (an.Ps E(P ,!+ million international bond offering mar.ed the inaugural deal in
the sterling mar.et from an &ndian issuer and also the largest deal in the sterling mar.et
from )sia0
:aunched &ndiaPs first ever je-ellery card in association -ith je-ellery major Eitanjali
Eroup0
&C&C& (an. became the first ban. in &ndia to launch a premium credit card 11 The 'isa
Signature Credit Card0
The foundation stone for a regional hub in Eandhinagar< Eujarat -as laid0
&C&C& (an. introduced SM Tool.it< an online resource centre< to help small and
medium enterprises start< finance and gro- their business0
&C&C& (an. signed a multi1tranche dual currency GSI 10! billion syndication loan
agreement in Singapore0
&C&C& (an. became the first private ban. in &ndia to offer both floating and fi@ed rate on
car loans< commercial vehicles loans< construction eAuipment loans and professional
eAuipment loans0
&n a first1of1its1.ind< nation -ide initiative to attract bright graduate students to pursue a
careers in ban.ing< &C&C& (an. launched the HProbationary 2fficer ProgrammeH0
:aunched (an.R>ome services for all savings and current account customers residing in
&ndia
&C&C& (an. urasia ::C inaugurated its first branch at St Petersburg< 3ussia0
*++;% &C&C& (an. enters GS)< launches its first branch in $e- Jor.
&C&C& (an. enters Eermany< opens its first branch in Fran.furt
&C&C& (an. launched iMobile< a brea.through innovation in ban.ing -here practically all
&nternet ban.ing transactions can no- be done easily on the mobile phone0
,+
&C&C& (an. concluded &ndiaBs largest ever securitiCation transaction of a pool of retail
loan assets aggregating to 3s0 4;0#9 billion (eAuivalent of GS8 10*1 billion) in a multi1
tranche issue bac.ed by four different asset categories0 &t is also the largest deal in )sia
(e@1?apan) in *++; till date and the second largest deal in )sia (e@1?apan and )ustralia)
since the beginning of *++"0
&C&C& (an. launches &C&C&)CT&'1(an.ing &nteractive Service 1 along -ith 8&S> T'<
-hich -ill allo- vie-ers to see information about the (an.Bs products and services and
contact details on their 8&S> T' screens0
&C&C& (an. and (ritish )ir-ays launch a co1branded credit card< designed to earn
cardholders accelerated re-ard points -ith every (ritish )ir-ays flight or by spending
on everyday purchases
Persoal Ba8i<6
8eposits
:oans
Cards
&nvestments
&nsurance
8emat services
6ealth management
NRI Ba8i<6
Money Transfer
(an. accounts
&nvestments
Property Solutions
&nsurance
:oans
Busiess Ba8i<6
,1
Corporate net ban.ing
Cash Management
Trade services
FSonline
SM services
2nline ta@es
Custodial services
3/@ Resear!7 obAe!tive6
To study -hether the customers are satisfied -ith their services among &C&C&
ban. and S(& ban.
To .no- about the Customer preferences among &C&C& and S(& ban.
To give Suggestions to improve the services
3/B Revie= of literature6
The ban.ing sector in &ndia has made remar.able progress since the economic reforms in 1##10
$e- private sector ban.s have brought the necessary competition into the industry and
spearheaded the changes to-ards higher utiliCation of technology< improved customer service
and innovative products0 Customers are no- becoming increasingly conscious of their rights and
are demanding more than ever before0 The recent trends sho- that most ban.s are shifting from a
Tproduct1centric modelU to a Tcustomer1centric modelU as customer satisfaction has become one
of the major determinants of business gro-th0 &n this conte@t< prioritiCation of preferences and
close monitoring of customer satisfaction have become essential for ban.s0 5eeping these in
mind< an attempt has been made in this study to analyCe the factors that are essential in
influencing the investment decision of the customers of the public sector ban.s0 For this purpose<
Factor )nalysis< -hich is the most appropriate multivariate techniAue< has been used to identify
the groups of determinants0 Factor analysis identifies common dimensions of factors from the
observed variables that lin. together the seemingly unrelated variables and provides insight into
the underlying structure of the data0 Secondly< this study also suggests some measures to
formulate mar.eting strategies to lure customers to-ards ban.s0
3/1 .ey 0ords6
,*
Ba86
) ban. is a financial institution -hose primary activity is to act as a payment agent for customers
and to borro- and lend money0 &t is an institution for receiving< .eeping< and lending money0
*obile Ba8i<6
Mobile ban.ing (also .no-n as M1(an.ing< mban.ing< SMS (an.ing etc0) is a term used for
performing balance chec.s< account transactions< payments etc0 via a mobile device such as a
mobile phone0 Mobile ban.ing today (*+11) is most often performed via SMS or the Mobile
&nternet but can also use special programs called clients do-nloaded to the mobile device0
Iteret Ba8i<6
2nline ban.ing (or &nternet ban.ing) allo-s customers to conduct financial transactions on a
secure -ebsite operated by their retail or virtual ban.< credit union or building society0
Core Ba8i< "ystem6
Core (an.ing is a general term used to describe the services provided by a group of net-or.ed
ban. branches0 (an. Customers may access their funds and other simple transactions from any
of the menber branch offices0
Atm6
)n automated teller machine ()TM) is a computeriCed telecommunications device that provides
the customers of a financial institution -ith access to financial transactions in a public space
-ithout the need for a human cler. or ban. teller0 2n most modern )TMs< the customer is
identified by inserting a plastic )TM card -ith a magnetic stripe or a plastic smartcard -ith a
chip< that contains a uniAue card number and some security information< such as an e@piration
date or C'C (C'')0 Security is provided by the customer entering a personal identification
number (P&$)0
,,
Gsing an )TM< customers can access their ban. accounts in order to ma.e cash -ithdra-als (or
credit card cash advances) and chec. their account balances as -ell as purchasing mobile cell
phone prepaid credit0 )TMs are .no-n by various other names including automated banking
machine< money machine< bank machine< cash machine< hole"in"the"wall< cashpoint< Bancomat
(in various countries in urope and 3ussia)< #ultibanco (after a registered trade mar.< in
Portugal)< and $ny %ime #oney (in &ndia)0
,4
RE"EARC$
*ET$ODO+O%,
;/3 "ampli< desi<6
Tar<et populatio6

The target population in this research refers to the ban. customers -ho are having an
account in S(& ban. and &C&C& ban. due to the convenience in collecting the data0 The
,!
respondents can be any gender< any income level< any occupation and any education
level0
"ampli< uit
The sampling units are customers of &C&C& ban. and S(& ban.0
"ampli< met7od
For this research -e use non1probability sampling0 Ni.mund (1##") stated that in non1
probability sampling< the probability of any particular member of the population being
chosen is un.no-n0 The element in the population does not have any probability attached
to their being chosen as sample subjects0
Sno- ball sampling -ill be applied in this research0 Sno- ball sampling is used to collect
the data from the customers0 Sno- ball sampling refers to the procedure that involves the
selection of additional respondents based on referrals of initial respondents0
"ample si9e
Ehauri (*++*) stated that sample siCe depend on the desired precision from the estimate0
Precision is the siCe of the estimating interval -hen the problem is one of estimating a
population parameter0 This research selects 9+ respondents as the sample siCe due to
limited of time by as.ing them that they are having an account in S(& ban. and &C&C&
ban. due to the convenience in collecting the data0 The respondents can be any gender<
any income level< any occupation and any education level0
"ampli< pla6
The researcher is going to collect the data from the )TMS and also by visiting the ban.0
,9
;/; Pilot "tudy6
) pilot study can refer to many types of e@periments< but generally the goal of study is to
replicate the full scale e@periment< but only on a smaller scale0
) pilot is often used to test the design of the full1scale e@periment0 The design can then be
adjusted in time0 This can turn out to be valuable% should anything be missing in the pilot< it can
be added to the e@periment and chances are that the full1scale (and more e@pensive) e@periment
-ill not have to be re1done0
5alidity6
The ability of a scale or a measuring instrument to measure -hat it is intended to measure
can be termed as the validity of the measurement0 'alidity can be measured through several
methods li.e face validity< content validity< criterion 7 related validity and construct validity0 For
this comparative study the researcher has ta.en the face validity0
Fa!e validity6
Face validity refers to the collective agreement of the e@perts and researchers on the
validity of the measurement scale0 The researcher has gave the Auestionnaire to the e@perts in
ban.ing field0
Reliability6
&n reliability the researcher has adopted the alpha method0 The reliability for the S(& ban.
)TM service is 09,+0&t sho-s that the Auestion regarding to S(& )TM service is reliable0 )nd for
the internet ban.ing service is 0"9"0 )nd for the mobile ban.ing service is 0;#90 )nd for the core
ban.ing system is 0#+*0 &f the reliability result is 09 or above 09 the data is reliable0 )nd for this
study the data is reliable because all the service are above 090
;/@ Resear!7 met7odolo<y6

"our!es of data6
The data is basically primary in nature
,"
&t -as obtained from the customers
Data Colle!tio *et7od6
2ur communication approach -as basically structured Auestioning< that is personal
intervie- -ith the aid of printed Auestionnaires0
Data Aalysis6
)ppropriate statistical analysis -ill be adopted0 The data -ill be tabulated and analyCed0
;/B +imitatios of t7e "tudy6
The study is limited to a particular branch of S(& and &C&C& ban.0
Since the time is less the researcher has ta.en a sample of 1++ people and it -ill not
reveal the -hole population of a country0
,;
DATA ANA+,"I"
&INTERPERTATION
Data Aalysis ad Iterpretatio6
,#
The follo-ing information contains the data interpretation of the Auestionnaires0 The
respondentPs responses for the Auestions have been interpreted and a finding has been made
based on the respondents responses0
FreCue!y table for t7e demo<rap7i! details of t7e "BI respodetDs
Table @/3
A%E OF T$E RE"PONDENT"
FreAuency Percent
*!J3S1,!J3S 1* ,;0"
,9J3S14!J3S ! 1901
49J3S1!!J3S ! 1901
)(2' !!J3S ; *!0;
Total ,+ 1++
Iterpretatio6
From the above table ,;0"F respondents are belonging to the age category of *!yrs1,!yrs0 )nd
1901F respondents are belonging to the category of ,9yrs14!yrs and 49yrs1!!yrs0 )nd *!0;F
respondents are belonging to the category of above !!yrs0
%rap76 @/3
4+
Table @/;
41
%ENDER OF T$E RE"PONDENT"
FreAuency Percent
FM): 1! 4;04
M): 1! 4;04
Total ,+ 1++
Iterpretatio6
From the above table 4;04F respondents are belonging to the category of female0
)nd the remaining 4;04F respondents are belonging to the category of male0
%rap76 @/;
4*
4,
Table @/@
ED&CATIONA+ O&A+IFICATION OF T$E RE"PONDENT"
FreAuency Percent
SC>22: , #0"
GE # *#0+
PE 14 4!0*
P32FSS&2$):
C2G3S
, #0"
M0phil/phd 1 ,0*
Total ,+ 1++
Iterpretatio6
From the above table #0"F of respondents are belonging to the category of school
and professional course0 )nd *#0+F of respondents are belonging to the category
of GE0 )nd 4!0*F of respondents are belonging to the category of PE0 )nd ,0*F
of respondents are belonging to the category of M0phil/phd0
%rap7 @/@
44
Table @/B
4!
OCC&PATION OF T$E RE"PONDENT"
FreAuency Percent
S):)3&8 P3S2$ *! ;+09
P32FSS&2$):S 1 ,0*
SGP3'&S23 1 ,0*
M)$)E3&): , 1+0+
Total ,+ 1++
Iterpretatio6
From the above table ;+09F of respondents are falling under the category of
salaried person0 )nd ,0*F of respondents are falling under the category of
professionals and supervisor0 )nd 1+F of respondents are belonging to the
category of managerial0
%rap7 @/B
49
4"
Table @/1
INCO*E +E5E+ OF T$E RE"PONDENT"
FreAuency Percent
3s0!<+++13s01!<+++ 1" !40;
3s01!<++113s0*!<+++ ; *!0;
3s0*!<++113s0,!<+++ 4 1*0#
)bove 3s04!<+++ 1 ,0*
Total ,+ 1++
Iterpretatio6
From the above table !40;F of respondents are falling under the income range
bet-een 3s0!< +++13s01!< +++0 )nd *!0;F are falling under the income range
bet-een 3s01!< ++113s0*!< +++0 )nd 1*0#F of respondents are falling under the
income range bet-een 3s0*!< ++113s0,!< +++0 )nd ,0*F of respondents are falling
under the income range bet-een )bove 3s04!< +++0
%rap7 @/1
4;
Table @/E
4#
REA"ON TO C$OO"E T$E "ER5ICE
FreAuency Percent
FF&C&$T CGST2M3
S3'&C
14 4!0*
T&M S)'&$E ; *!0;
T3)$SC)T&2$ C2STS , #0"
TC>$2:2EJ 1 ,0*
M23 )TMS 4 1*0#
Total ,+ 1++
Iterpretatio6
From the above table 4!0*F of respondents are saying that the reason to choose
S(& is they are providing efficient customer service0 )nd *!0;F of respondents are
saying that the reason to choose S(& is they are reducing our -aiting time0 )nd
#0"F of respondents are saying that the reason to choose S(& is Transaction costs0
)nd ,0*F of respondents are saying that the reason to choose S(& is Technology0
)nd 1*0#F of respondents are saying that the reason to choose S(& is they are
provided more atm facility0
%rap7 @/E
!+
Table @/2
!1
T,PE OF "ER5ICE PREFER T$E *O"T
FreAuency Percent
)TM S3'&C 1# 910,
&$T3$T ()$5&$E , #0"
M2(&: ()$5&$E , #0"
C23 ()$5&$E
SJSTM
! 1901
Total ,+ 1++
Iterpretatio6
From the above table 910,F of respondents prefer the )TM service0 )nd #0"F of
respondents are preferred the internet ban.ing and mobile ban.ing0 )nd 1901F of
respondents prefer the core ban.ing system0
%rap7 @/2
!*
FreCue!y table for t7e demo<rap7i! details of t7e ICICI respodetDs
!,
Table @/F
A%E OF T$E ICICI RE"PONDENT"
FreAuency Percent
*! J3S1,! J3S *# #90"
)(2' !! J3S 1 ,0,
Total ,+ 1++
Iterpretatio6
From the above table #90"F of respondents are falling under the age group of
*!yrs1,!yrs0 )nd ,0,F of respondents are falling under the group of above !!yrs0
%rap7 @/F
!4
Table @/4
!!
%ENDER OF T$E ICICI RE"PONDENT"
FreAuency Percent
FM): 1* 4+
M): 1; 9+
Total ,+ 1++
Iterpretatio6
From the above table 4+F of respondents are belonging to the female category0
)nd 9+F of respondents are belonging to the male category0
%rap7 @/4
!9
Table @/3>
!"
ED&CATIONA+ +E5E+ OF ICICI RE"PONDENT"
FreAuency Percent
GE * 90"
PE *1 "+0+
P32FSS&2$):S 9 *+0+
M0Phil/Ph08 1 ,0,
Total ,+ 1++
Iterpretatio6
From the above table 90"F of respondents are belonging to the category of GE0
)nd "+F of respondents are belonging to the category of PE0 )nd *+F of
respondents are belonging to the category of professionals0 )nd ,0,F of
respondents are belonging to the category of M0Phil/Ph080
%rap76
!;
Table @/33
!#
OCC&PATION OF T$E ICICI RE"PONDENT"
FreAuency Percent
S):)3&8 P3S2$ *, "90"
(GS&$SS M)$ , 1+0+
P32FSS&2$):S , 1+0+
M)$)E3&): 1 ,0,
Total ,+ 1++
Iterpretatio6
From the above table "90"F of respondents belong to the category of salaried
person0 )nd 1+F of respondents are belonging to the category of businessman and
professionals0 )nd ,0,F of respondents are belonging to the category of
managerial0
%rap7 @/33
9+
Table @/3;
91
INCO*E +E5E+ OF T$E ICICI RE"PONDENT"
FreAuency Percent
3s0!<+++13s01!<+++ 19 !,0,
3s01!<++113s0*!<+++ * 90"
3s0*!<++113s0,!<+++ # ,+0+
3s0,!<++113s04!<+++ * 90"
)bove 3s04!<+++ 1 ,0,
Total ,+ 1++
Iterpretatio6
From the above table !,0,F of respondents are falling under the income level of
3s0!< +++13s01!< +++0 )nd 90"F of respondents are falling under the income level
of 3s01!< ++113s0*!< +++ and 3s0,!< ++113s04!< +++0 )nd ,+F of respondents are
falling under the income level of 3s0*!< ++113s0,!< +++0 )nd ,0,F of respondents
are falling under the income level of above 3s04!< +++0
%rap7 @/3;
9*
Table @/3@
REA"ON FOR C$OO"IN% ICICI "ER5ICE"
9,
FreAuency Percent
FF&C&$T
CGST2M3 S3'&C
; *90"
FF&C&$T
C2MP:)&$TS
>)$8:&$E
; *90"
T&M S)'&$E 4 1,0,
T3)$S)CT&2$ C2STS * 90"
TC>$2:2EJ 4 1,0,
3:&)(: 4 1,0,
Total ,+ 1++
Iterpretatio6
From the above table *90"F of respondents are saying that the reason to choose
&C&C& is they are providing efficient customer service and efficient complaint
handling0 )nd 1,0,F of respondents are saying that the reason to choose &C&C& is
they are reducing our -aiting time< technology and reliable0 )nd 90"F of
respondents are saying that the reason to choose &C&C& is Transaction costs0
%rap7 @/3@
94
Table @/3B
T,PE OF "ER5ICE" PREFER T$E *O"T
9!
FreAuency Percent
)TM S3'&C 1, 4,0,
&$T3$T ()$5&$E # ,+0+
M2(&: ()$5&$E 4 1,0,
C23 ()$5&$E
SJSTM
4 1,0,
Total ,+ 1++
Iterpretatio6
From the above table 4,0,F of respondents prefer the )TM service0 )nd ,+F of
respondents are preferred the internet ban.ing0 )nd 1,0,F of respondents prefer
the core ban.ing system and mobile ban.ing0
%rap7 @/3B
99
Cross Tabulatio ad !7i: "Cuare Test6
The follo-ing table belo- is cross tabs and chi1 sAuare test for the demographic details for the
S(& respondents0 For the cross tabulation and chi1 sAuare the researcher has ta.en only education
9"
and reason to the service0 )nd the other one is occupation and type of service they prefer the
most0
Table @/31
ED&CATIONA+ O&A+IFICATION OF T$E RE"PONDENT" G REA"ON
TO C$OO"E T$E "ER5ICE Cross tabulatio
3)S2$ T2 C>22S T> S3'&C
FF&C&$T
CGST2M3
S3'&C
T&M
S)'&$E
T3)$SC)T&2$
C2STS
TC>$2:2EJ M23
)TMS Total
SC>22: 90"F
,0,F 0+F 0+F 0+F 1+F
GE 1,0,F
1+F ,0,F 0+F ,0,F ,+F
PE 1,0,F 1,0,F 90"F
,0,F 1+F 490"F
P32FSS&2$):
C2G3S
1+F 0+F 0+F 0+F 0+F 1+F
M0phil/phd
,0,F 0+F 0+F 0+F 0+F ,0,F
Total
490"F *90"F 1+0+F ,0,F 1,0,F 1++0+F
9;
Iterpretatio6
From the above table 90"F of respondents are falling under the education level of school has
chosen the efficient customer service in S(&0 )nd
9#
%rap7 @/31
"+
Table @/31
C7i:"Cuare Test :I
$ypot7esis6
>o% There is no significant relationship bet-een the educational Aualification of the
respondents and the reason to choose the service0
>a% There is a significant relationship bet-een the educational Aualification of the
respondents and the reason to choose the service0
'alue df )symp0 Sig0 (*1
sided)
Pearson Chi1
SAuare
;0",# 19 0#*4
Iterpretatio6
From the above table the calculated chi1sAuare statistic in this case is 0#*40 Since the calculated
chi1sAuare is above +0+!0 The null hypothesis is rejected and the alternate hypothesis is accepted0
So there is a significant relationship bet-een the educational Aualification of the respondents and
the reason to choose the service0
"1
Table @/3E
OCC&PATION OF T$E RE"PONDENT" G T,PE OF "ER5ICE PREFER
T$E *O"T Cross tabulatio
TJP 2F S3'&C P3F3 T> M2ST
)TM
S3'&C
&$T3$T
()$5&$E
M2(&:
()$5&$E
C23
()$5&$E
SJSTM
Total
S):)3&8
P3S2$
!,0,F ,0,F 90"F *+F
;,0,F
P32FSS&2$):S 0+F ,0,F 0+F 0+F
,0,F
SGP3'&S23 ,0,F 0+F 0+F 0+F
,0,F
M)$)E3&): 90"F ,0,F 0+F 0+F 1+F
Total 9,0,F 1+F 90"F *+F 1++F
Iterpretatio6
"*
%rap7 @/3E6
",
Table @/3E
C7i:"Cuare Test : II
$ypot7esis6
>o% There is no significant relationship bet-een the occupation of the respondents and the
type of service they prefer the most0
>a% There is no significant relationship bet-een the occupation of the respondents and the
type of service they prefer the most0
'alue df )symp0 Sig0 (*1
sided)
Pearson Chi1
SAuare
1,01;9 # 01!4
Iterpretatio6
From the above table the calculated chi1sAuare statistic in this case is 01!40 Since the calculated
chi1sAuare is belo- +0+!0 The null hypothesis is accepted and the alternate hypothesis is rejected0
So there is no significant relationship bet-een the occupation of the respondents and the type of
service they prefer the most0
"4
The follo-ing table belo- is cross tabs and chi1 sAuare test for the demographic
details for the &C&C& respondents0 For the cross tabulation and chi1 sAuare the
researcher has ta.en only education and reason to the service0 )nd the other one is
occupation and type of service they prefer the most0
Table @/32
ED&CATIONA+ +E5E+ OF ICICI RE"PONDENT" G REA"ON FOR
C$OO"IN% ICICI "ER5ICE" Cross tabulatio
3)S2$ F23 C>22S&$E &C&C& S3'&CS
FF&C&$T
CGST2M3
S3'&C
FF&C&$T
C2MP:)&$TS
>)$8:&$E
T&M
S)'&$E
T3)$S)CT&2$
C2STS
TC>$2:2EJ 3:&)(: Total
GE 0+F 0+F 0+F 90"F 0+F 0+F 90"F
PE 1,0,F *90"F 1+F 0+F 90"F 1,0,F "+F
P32FSS&2$):
C2G3S
1+F 0+F ,0,F 0+F 90"F 0+F *+F
M0P>&:/P>8 ,0,F 0+F 0+F 0+F 0+F 0+F ,0,!
T2T): *90"F *90"F 1,0,F 90"F 1,0,F 1,0,F 1++F
Iterpretatio6
"!
%rap7 @/32
"9
Table @/32
C7i:"Cuare Test : I
$ypot7esis6
>o% There is no significant relationship bet-een the educational Aualification and the
reason for choosing the service0
>a% There is a significant relationship bet-een the educational Aualification and the
reason for choosing the service0

'alue df )symp0 Sig0 (*1
sided)
Pearson Chi1
SAuare
4+0*9; 1! 0+++
Iterpretatio6
From the above table the calculated chi1sAuare statistic in this case is 0+++0 Since the calculated
chi1sAuare is belo- +0+!0 The null hypothesis is accepted and the alternate hypothesis is rejected0
So there is no significant relationship bet-een the educational Aualification of the respondents
and the reason for choosing the service00
""
Table @/3F
OCC&PATION OF T$E ICICI RE"PONDENT" G T,PE OF "ER5ICE"
PREFER T$E *O"T Cross tabulatio
TJP 2F S3'&C P3F3 T> M2ST
)TM
S3'&C
&$T3$T
()$5&$E
M2(&:
()$5&$E
C23
()$5&$E
SJSTM
Total
S):)3&8
P3S2$
,90"F *+F 1,0,F 90"F
"90"F
(GS&$SS M)$ ,0,F ,0,F 0+F ,0,F
1+F
P32FSS&2$):S ,0,F ,0,F 0+F ,0,F
1+F
M)$)E3&): 0+F ,0,F 0+F 0+F ,0,F
Total 4,0,F ,+F 1,0,F 1,0,F 1++F
";
Iterpretatio6
%rap7 @/3F
Table @/3F
"#
C7i:"Cuare Test : II
$ypot7esis6
>o% There is no significant relationship bet-een the occupation of the respondents and
the type of service they prefer the most0
>a% There is a significant relationship bet-een the occupation of the respondents and
the type of service they prefer the most0

'alue df )symp0 Sig0 (*1
sided)
Pearson Chi1
SAuare
!0#"4 # 0"4,
Iterpretatio6
From the above table the calculated chi1sAuare statistic in this case is 0"4,0 Since the calculated
chi1sAuare is above +0+!0 The null hypothesis is rejected and the alternate hypothesis is accepted
So there is a significant relationship bet-een the occupation of the respondents and
the type of service they prefer the most0
;+
FINDIN%"
RECO**ENDATION"
AND
CONC+&"ION
Fidi<s6
;1
Sum 2f the respondents to choose the S(& ban. is because the ban. is proving more
)TM facility to the customers0
)nd many of the respondents are saying the reason to choose the services of the S(&
ban. is because they are good in efficient customer service0
)nd the income level of the respondents -ho are having an account in S(& ban. falling
under the income level of 3s0 !<+++ 7 3s01!0+++0
The age group of *!yrs 7 ,!yrs respondents mostly is having an account in S(& ban.0
The both gender are eAually having an account in S(& ban.0
)nd many of the respondents are not a-are of the many services rendered by the S(&
ban.0 The fe- are deposit of cash in )TM< reAuest for cheAue boo. in )TM< end of the
day balance in mobile< etc0
Sum 2f the respondents to choose the &C&C& ban. is because the ban. is more
reliable to the customers0
)nd many of the respondents are saying the reason to choose the services of the
&C&C& ban. is because they are good in efficient customer service and efficient complaint
handling0
)nd the income level of the respondents -ho are having an account in &C&C& ban.
falling under the income level of 3s0 !<+++ 1 3s01!0+++0
The age group of *!yrs 1 ,!yrs respondents mostly is having an account in &C&C& ban.0
The male gender is mostly having an account in &C&C& ban.0
)nd many of the respondents are not a-are of the many services rendered by the
&C&C& ban.0 The fe- are deposit of cash in )TM< reAuest for cheAue boo. in )TM< end
of the day balance in mobile< etc0
;*
Re!ommedatio6
Since many of the respondents are not a-are of there .ey services0 The ban. has to ta.e
some initiatives0
The ban. can post a list of services that they are rendered to the customers inside the ban.
Premises0
)nd they can post demo of all these services in their ban. -ebsite0
They can concentrate more on the respondents are falling under the age group *!yrs 7 ,!yrs0
The S(& ban. can concentrate on customer complaints handling0
The &C&C& ban. can concentrate on the female gender0
The ban. can also send a post to there customers by informing there services and ho- to
proceed -ith that and all details they can mention it in the post0
;,
Co!lusio6
Since both the ban.s are competing eAually -ith each other0
(ut S(& ban. is little bit belo- the line in customer complaints handling -hen compared
to &C&C& ban.0
The &C&C& ban. is little bit belo- the line in concentrating on female customers -hen to
S(& ban.0
;4
BIB+IO%RAP$,6
3esearch Methodology
1 &() Publication
S0P0Eupta Statistics (oo.0

0ebsites6
---0eCineRrticles0com
---0googlesearch0com
---0iupindia0org
---0ebscohostsearch0com
---0emeraldinsight0com
---0scribd0com
;!
;9
Huestioaire
Persoal details
10 $ame%
*0 )ge% a) V *!yrs1 ,! yrs b) V ,9 yrs 1 4!yrs c) V 49 7 !! yrs d) V above !!
yrs
,0 Eender% a) Male V b) Female V
40 ducational Oualification% a) &lliterate V b) School V c) GE V d) PE V
e) Professional Course V f) 2thers V
!0 2ccupation% a) >ouse -ife V b) Students V c) Salaried person V
d) (usiness man V e) Professionals V f) Supervisor V
g) Managerial V h) pensioner V
90 &ncome level%
a) 3s0!<+++ 7 3s01!<+++ b) 3s01!<++113s0*!<+++
c) 3s0*!<++11 3s0,!<+++ d) 3s0,!<++113s04!<+++
e) )bove 3s0 4!<+++
"0 &n -hich ban. do you have an accountW
a) &C&C& ban. V b) S(& ban. V
;0 6hat is the reason to choose the services of the ban.W
a) fficient customer service V b) efficient complaints handling V
c) Time saving V d) transaction costs V e) technology
f) 2thers XXXXXXXXX pls specify
;"
#0 6hat type of services do you prefer the mostW
a) )TM service b) &nternet (an.ing c) Mobile (an.ing
d) Core ban.ing system e) 2thers XXXXXXXXXXXXX pls specify
Customer servi!e Cuestioaire
Please use (/) mar. to give your responses for the follo-ing Auestions
3Ystrongly disagree< ;Y disagree< @Y neutral< BY agree< 1Y strongly agree
"/o 3 ; @ B 1
AT* "ervi!e
3 & am facing problems in -ithdra-ing cash from
)TM0
; & am facing problems li.e insufficient cash in
)TM0
@ )TM services are useful for me to deposit cash
and cheAues
B )TM services are useful for me to reAuest for
cheAue boo.
1 )TM services are useful for me to get the enAuiry
statement of my account0
Iteret Ba8i<
3 &nternet ban.ing helps me to transfer funds from
the ban. to the personaliCed transactions
; &nternet ban.ing saves me time for the ban.ing
transactions
@ &nternet ban.ing helps me in bill payments
;;
B &nternet ban.ing secures the money transactions
1 &nternet ban.ing helps in online trading
*obile ba8i<
3 Mobile ban.ing is useful for me to .no- the end
of day account balance0
; Mobile ban.ing is useful for me to .no- the
cheAue details
@ Mobile ban.ing is useful for me to .no- the
8ebit/credit above certain limit in my account0
B Mobile ban.ing is useful for me to Stop
in-ard/out-ard cheAues0
1 Mobile ban.ing is useful for my bill payments
E Mobile ban.ing helps me to .no- about the
debit/credit details
2 Mobile ban.ing provides me a support for
tic.eting< recharging mobiles etc0
Core Ba8i< system
3 Core ban.ing system helps me to transfer funds
from different branches
; Core ban.ing system ma.es me convenient to
.no- about the deposit details
@ Core ban.ing system helps me to protect my
personal information
B Core ban.ing system helps me for the )TM
service transactions
1 Core ban.ing system helps me for the internet
ban.ing transactions
;#
C2$C:GS&2$%1
& hereby conclude this project on ) Comparative study of Profitability =
2perational fficiency in &C&C& and S(&0
< the information given above is true to the best of my .no-ledge0 & hope
this project -ill serve as a guide line to the readers< can use it for their
understanding0 This is useful also to other people belonging from different field
and different place0
#IT$ T$%&'S
S%($I& )*+T%
#+

#1