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INTRODUCTION
The banking services are an honest attempt of study towards the small, medium
enterprises customers initiative in banking sector. Where banking sector has adopted this
concept of marketing and they have changed their working style according to the changesin technology and the need of customers.
The aim of service is to create strong, lasting relationship with core group of
customers. It is to a firm's advantage to develop long term relationship with existing
customers because it is easier and less expensive to make an additional sale to an existing
customer than to make a new sale to a new customer.
Over a period of time with the competition and technological improvements
customers have become fully aware of their rights. They now demand nothing short of
excellent and prompt services. And further expect improvements there on. In fact over a
period of time customer service has become customer satisfaction and customer delight and
it can be said what they look forward to now is customer ecstasy. Now a days number of
alternatives are available to enlightened customers to choose the banks according to their
choice and the services provided by them hence, they choose only those banks that they
consider best suites them.
Customers mind set has changed now days and they are willing to get much more at
their door steps. Todays Customers are very smart and hoping for better services from
their bankers. Competition and globalization of banking services are forcing banks to be
productive and profitable. To retain High Net Worth individuals, hence, banks need to
focus strongly on relationship management with small, medium enterprises customers. To
accept this challenges innovative service strategies and cutting edge software can help, to a
great extent, in achieving the desired results.
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INTRODUCTION TO BANKING SERVICE
Banks are the most significant Bodies in the Indian financial market. Dominated by
public sector Banks, the Industry has so far acted as an efficient partner in the growth and
the development of the country.
Customer satisfaction is the key to the profitability of retail banking in the India and
it implies the retention of customers for the long term, which is cheaper than attracting new
customers. In the current scenario of retail banking in the India particularly with banks
becoming larger, the closure of branches and the advent of internet banking, the question
arises whether the customers are satisfied or otherwise and what are the elements of retail
banking which lead to the satisfaction or dissatisfaction of customers. The knowledge of
current levels of satisfaction and, in particular, the key determinants of satisfaction benefit
those in the industry allowing them to focus and build upon key areas that lead to highly
satisfied customers. Results highlight that in-branch factors particularly staff, branch
location and convenience are the most significant factors influencing customer satisfaction
in retail banking.
Small & Medium Enterprises
The small enterprises segment has been identified as having a high potential for
growth and as a source of increased profitability for the banks. The segment has shown
significant growth trends surpassing both the industry sector and overall rate of growth of
the economy over the last couple of years. The two main challenges for the bank in the
SEG segment are to build high volumes by virtue of small ticket size and minimize credit
risk involved in a transaction. The benefits include higher effective yields and rich cross
sell opportunities in terms of retail products.
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SMEW customers have the following behavioural features:
They exhibit relatively low price sensitivity, as they generally prefer close working
relationships with their bankers to pricing issues. They usually have longer and stable banking relationships as compared to large
corporate customers.
They provide high opportunity for trade finance and cross selling of retail banking
products.
The small and Medium Enterprise (SMEs) constitute the most dynamic segment of
many transition and developing economies. SME segment in India accounts for 40% of theindustrial output and 35% of total exports of the country. The market experience in the
segment indicates that forward contracts and derivatives as risk hedging instruments are
growing products offering margins greater than offered by the bigger corporate.
The small and medium enterprise (SME) sector ahs come into sharp focus with a
policy package announced by the government recently, envisaging public sector banks to
fix their own targets for funding this sector in order to achieve a minimum 20 percent year-
on-year growth in credit to the sector. In addition, these banks are requierd to follow a
transparent rating system with cost of credit linked to the credit rating of the enterprise.
Further, the package requires commercial banks to make concerted efforts to provide credit
cover on an average to at least five new tiny, small and medium enterprises per year.
Though it appears to be a tall order for the banking sector, the guidelines have been
embraced with enthusiasm. Several banks, including foreign banks like Citibank andStandard Charted Bank have set up special cells and branches dedicated to SME lending.
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The SME sectors preferred by bankers for lending include bulk drugs, knitwear and
auto-ancillary goods. Textiles, pharmaceutical companies, chemicals and dyes sectors also
continue to find favour with banks as these businesses are thriving.
Enterprises like gems and jewellery, seafood processing, sports good etc are not
preferred, as banks have suffered huge non-performing assets on account of lending to
these over the past few years.
However, the new government package is accompanies by reworked guidelines
from the Reserve Bank of India on the debt restructuring mechanism for SMEs with
outstanding of up to Rs.10 crores. This can help banks assess the SMEs, which they now
perceive as untouchable.
According to the RBI guidelines, banks could decide the acceptable viability
benchmark, consistent with the unit becoming viable in seven years and the repayment
period for restructured debt not exceeding 10 years.
Accounts classified by banks as loss assets would not be eligible for
restructuring. Additional finance would be treated as a standard asset in all accounts up to
a period of one year after the date when first payment of interest or of principal, whichever
is earlier, was due. RBI has also asked banks to formulate a debt-restructuring scheme for
SMEs. These guidelines are geared to help banks renew their focus on this sector.
CRISIL has stepped in to provide a rating service for the SME sector. According to
this rating programme, SMEs would be rated on a scale of one to eight, with scale one
indicating the highest credit quality and the scale eight, hinting at default possibilities. The
ratings assigned to SMEs would also function as a self-improvement tool for them.
To top all initiatives, SBI, ICICI Ban k and Standard Chartered Bank, have agreed
to join hands with the Small Industries Development Bank of India (SIDBI) to float a
rating agency for the SME segment. The rating agency, Small and Medium Enterprises
Rating Agency (SMERA), inaugurated recently, will rate the companys overall strength;
unlike most rating agencies whose core business are to rate debt instruments.
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While SIDBI will have largest share of 22 percent followed by SBI, ICICI Bank
and international credit Information Company Dun & Bradstreet, which would be at 10-13
percent. Five other public sector banks hold about 28 percent. These are Punjab National
Bank, bank of Baroda, Bank of India, Canara Bank and Union Bank of India. Credit
information Bureau of India (CIBIL) is also likely to join the company shortly.
Most small and medium companies rely on extremely expensive funds sourced
from the unorganized financial sector. Part reason why bank credit is denied to many small
units, despite repayment capacity not being suspect, is that lenders often do not have the
capability to assess their risk. Rating agencies are a step in this direction.
With a brand new government package, reworked guidelines for lending by the RBI
and the facility of rating enterprises not just for their creditability and debt repayments,
banks can now refocus on the SME sector.
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OBJECTIVES OF THE STUDY
To study the banking services provided by ICICI bank to small, medium
scale enterprises in Coimbatore city.
To analyses the facilities given by ICICI bank to satisfy the customers.
To identify the different way of promotions in offering banking services to
the customers.
To know the updation of technology that is given and prompted to customer
for their well being
To study the responsiveness of the bank in promoting remote areas.
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SCOPE OF THE STUDY
Indian banking scenario had underwent dramatic changes after the implementation
of the new economic policy which triggered out the economy in rapid speed as a result of
that drastic changes have been taken place in money transactions hence the role of banking
had expended incredibly, banks are also have equipped immensely with the help of IT
development in unleashing the services in better way to its consumers in such context
number of studies have been carried out to find out the consumer satisfaction of the bank
customer in order to enhance the service, most of the studies have revealed the IT
development has better impact on the service delivery but the propose study would like to
encompass all the spheres of the banking services in assessing the service delivery and the
satisfaction level of the customer, hence it is became very imperative to explore the
consumer satisfaction at multi -dimensional level.
To examine the level of small medium enterprises customer satisfaction associated
with various aspects of ICICI Bank.
To make policy recommendations to improve the service quality of ICICI Bank.
The details about the customer satisfaction level responding product and services.
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LIMITATIONS OF THE STUDY
The area of study is on Coimbatore city. Hence the result is applicable to that area
only.
The period of study is only six month as the banking service of ICICI bank is vast
and hence huge respondents were not covered.
The sample size is 100 respondents , the result is applicable to this sample size
only.
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STATEMNT OF THE PROBLEM
The small enterprises segment has been identified as having a high potential for
growth and as a source of increased profitability for the banks. The segment has shownsignificant growth trends surpassing both the industry sector and overall rate of growth of
the economy over the last couple of years. The two main challenges for the bank in the
SEG segment are to build high volumes by virtue of small ticket size and minimize credit
risk involved in a transaction.
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COMPANY PROFILE
ICICI Bank is India's second-largest bank with total assets of Rs. 4,062.34 billion
(US$ 91 billion) at March 31, 2011 and profit after tax Rs. 51.51 billion (US$ 1,155
million) for the year ended March 31, 2011. The Bank has a network of 2,610 branches and
8,003 ATMs in India, and has a presence in 19 countries, including India.
ICICI Bank offers a wide range of banking products and financial services to
corporate and retail customers through a variety of delivery channels and through its
specialised subsidiaries in the areas of investment banking, life and non-life insurance,
venture capital and asset management.
The Bank currently has subsidiaries in the United Kingdom, Russia and Canada,
branches in United States, Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar and Dubai
International Finance Centre and representative offices in United Arab Emirates, China,
South Africa, Bangladesh, Thailand, Malaysia and Indonesia. Our UK subsidiary has
established branches in Belgium and Germany.
ICICI Bank's equity shares are listed in India on Bombay Stock Exchange and the
National Stock Exchange of India Limited and its American Depositary Receipts (ADRs)
are listed on the New York Stock Exchange (NYSE)
History
ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financial
institution, and was its wholly-owned subsidiary. ICICI's shareholding in ICICI Bank was
reduced to 46% through a public offering of shares in India in fiscal 1998, an equity
offering in the form of ADRs listed on the NYSE in fiscal 2000, ICICI Bank's acquisition
of Bank of Madura Limited in an all-stock amalgamation in fiscal 2001, and secondary
market sales by ICICI to institutional investors in fiscal 2001 and fiscal 2002. ICICI was
formed in 1955 at the initiative of the World Bank, the Government of India and
representatives of Indian industry. The principal objective was to create a development
financial institution for providing medium-term and long-term project financing to Indian
businesses.
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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.
ICICI Bank has formulated a Code of Business Conduct and Ethics for its directors and
employees.
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REVIEW OF LITERATURE
1. Manoranjan Mobapatra, et al., (2010) About Forty percent of the population in
India is unbanked. Since e-banking has evolved as a platform for future
innovations that can have long ranging socio-economic benefits for India and hence
also be able to capitalize on the Indian governments dream of, one bank Account
Per Indian; established in the fact that e-banking is the need of the hour in India
today. It is a win-win situation for all concerned, operators banks and specialist
companies are gradually getting themselves organized to operate e-banking services
banks are able to reach remote areas without incurring the heavy expenses that
opening a branch entails also the ATM penetrating in rural areas is not that High
with only forty ATM s per million people in India.
2. Bernadette D.Silva et al., (2010) conducted an Analysis for internet banking that
the bank corporate to understand that there are certain Parameters in e-banking
which are affected by the demographic status like Gender, Income level and
Educational Qualification etc., for opening internet bank account. Bank operations
through internet can attract longer customer and it will enhance the brand image of
banks for usage of sophisticated technology.
3. KR. Kamath (2010) Banks may more towards universal banking driven by the
forces of deregulation, liberalizations, and technological advancement. The
pressures would emanate from super markets, utility service providers etc.,
Technology has played and is playing a critical and arguably the most important
role in redefining the financial business. Banks are responding by offering
alternative delivery channels like ATMs, Tele banking, internet banking, mobile
banking etc., Most of the banks have already implemented core banking solution
(CBS) across all offices to provide anytime anywhere banking in true sense.
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RESEARCH METHODOLOGY
INTRODUCTION TO RESEARCH
Research is a common parlance refers to a search of knowledge. It can be defined as
a scientific and systematic search for pertinent information on a specific task. In fact
research is an art of scientific investigation. The advanced learners dictionary of current
English lays down the meaning of research as a careful investigation or inquiry specially
through search for new knowledge
Redman and Mory define research as a systematized effort to gain new knowledge.
Some people consider research as a movement from the known to the unknown. It is
actually a voyage of discovery. Research is a academic activity and as such the term should
be used in a technical sense.
D.Slesinger and M.Stephenson in the Encyclopedia of social sciences define research
as the manipulation of things, concepts or symbols for the purpose of generalizing to
extend, correct or verify knowledge, whether that the knowledge aids in construction of
theory or in the practice of art.
Research is thus an original contribution to the existing stock of knowledge making for
its advancement. It is the pursuit of truth with the help of study, observation, comparison
and experiment. In short, the search for knowledge through objectives and systematic
method of finding solution to a problem is research.
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RESEARCH DESIGN
A research design is the arrangement of conditions for collections and analysis of
data in a manner that aims to combine relevance to the research purpose with economy in
procedure.
The Research as a scientific and systematic search for pertinent information an a
specific topic in fact, research is an act of scientific investigation. A Research Design is an
arrangement of condition for collection & analysis of data in a manner that aims to
combine with relevance to the research purpose with economy in procedure. The researcher
had done a descriptive research for studying the attitude of the customers.
PERIOD OF THE STUDY
The time period is 4 months dec2011-mar2012
Data Collection
The data is collected by the researcher both on primary and secondary data.
PRIMARY DATA
The primary data required for the study has been collected by using questionnaire method.
SECONDARY DATA
The secondary data are being collected from the books ,journals and magazines.
SAMPLE SIZE
The total sample size collected for this study is 100 ,As the more samples are collected the
more we get know about the attitude on banking services given by ICICI bank.
SAMPLE DESIGN
The researches has selected convenient sampling technique
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. TOOLS USED FOR ANALYSIS
Simple percentage analysis
= No of respondents
Tot. No of respondents x 100
Standard deviation x 2 N
Limitation of the Study
The area of study is on Coimbatore city. Hence the result is applicable to
that area only.
The period of study is only six month as the banking service of ICICI bank
is vast and hence huge respondents were not covered.
The sample size is 100 respondents ,the result is applicable to this sample
size only.
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INTERPRETATION AND DATA ANALYSIS
TABLE 4.1
RESPONDENTS CLASSIFIED BY AGE GROUP
S.NO AGE NO.OF RESPONDENTS PERCENTAGE
1 Below 25 56 56%
2 26-35 20 20%
3 Above 35 24 24%
Total 100 100%
Source: Primary data
Interpretation:
The above table shows that 56% of the respondents belong to the category below
25, 20% of the respondents belong to 26-35, 24% of the respondents belong to above 35
age group.
The majority of the respondents are belonging to the age group is below 25 years.
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CHART 4.1
RESPONDENTS CLASSIFIED BY AGE GROUP
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TABLE 4.2
RESPONDENTS CLASSIFIED BY GENDER
S.NO GENDER NO.OF
RESPONDENTS
PERCENTAGE
1.
2.
Male
Female
68
32
68%
32%
Total 100 100%
Source: Primary data
Interpretation:
The above table shows that 68% of the respondents are males and 32% of the respondents
are females.
The majority of the respondents are Males.
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CHART 4.2
RESPONDENTS CLASSIFIED BY GENDER
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TABLE 4.3
RESPONDENTS CLASSIFIED BY EDUCATION
S.NO
MARTIAL STATUS NO.OF
RESPONDENTS
PERCENTAGE
1.
2.
3.
Graduate
Post Graduate
Professional
23
29
48
23%
29%
48%
Total 100 100%
Source: Primary data
Interpretation:
The above table shows that 23% of the respondents are Graduate and 29% of the
respondents are post graduate and remaining 48% of the respondents are professional.
The majority of the respondents are professional.
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CHART 4.3
RESPONDENTS CLASSIFIED BY EDUCATION
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TABLE 4.4
RESPONDENTS CLASSIFIED BY TYPES OF
ENTERPRISES
S.NO MONTHLY INCOME NO.OF RESPONDENTS PERCENTAGE
1 Small Enterprises 37 37%
2 Medium Enterprises 63 63%
Total 100 100%
Source: Primary data
Interpretation:
The above table shows that 37% of the respondents belong to the category of small
enterprises and remaining 63% of the respondents belong to the category of medium
enterprises.
The majority of the respondents are medium enterprises.
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CHART 4.4
RESPONDENTS CLASSIFIED BY TYPES OF ENTERPRISES
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TABLE 4.5
RESPONDENTS CLASSIFIED BY NUMBER OF YEARS HOLDING THE
ACCOUNT
S.NO MODE NO.OF RESPONDENTS PERCENTAGE
1 Below 2 Years 17 17%
2 2 Years 3 Years 29 29%
3 3 Years 5 Years 6 6%
4. Above 5 Years 48 48%
Total 100 100%
Source: Primary data
Interpretation:
The above table shows that 17% of the respondents are holding the account is below 2
years, 29% of the respondents are holding the account is below 2 years to 3 years and 6%
of the respondents are holding the account is 3 years to 5 years and remaining 48% of the
respondents are holding the account is above 5 years.
The majority of the respondents are holding the account is above 5 years.
CHART 4.5
RESPONDENTS CLASSIFIED BY SERVICE IN YEARS
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TABLE 4.6
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RESPONDENTS OPINION OF CREDIT FACILITY AVAILABLE IN
BANK
S.NO RESPONSES NO.OF RESPONDENTS PERCENTAGE
1 Below 5 Lakhs 24 24%
2 Below 10 Lakhs 21 21%
3 Below 25 Lakhs 48 48%
4 Below 50 Lakhs 7 7%
Total 20 100%
Source: Primary data
Interpretation:
The above table shows that 24% of the respondents are available credit limit is below 5
Lakhs, 21% of the respondents are available credit limit is below 10 Lakhs, and 48% of the
respondents are available credit limit is below 25 Lakhs, and remaining 7% of the
respondents are available credit limit is below 50 Lakhs,
The majority of the respondents are available credit limit is below 25 Lakhs
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CHART 4.6
RESPONDENTS OPINION CREDIT FACILITY AVAILABLE IN
BANK
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TABLE 4.7
RESPONDENTS OPINION REGARDING TOOL USED TO
PROMOTE CUSTOMER SERVICE
S.NO RESPONSES NO.OF RESPONDENTS PERCENTAGE
1 SMS 57 57%
2 E-MAIL 23 23%
3 PHONE 20 20%
4 OTHERS 0 0%
Total 100 100%
Source: Primary data
Interpretation:
The above table shows that respondents opinion regarding tool used to promote customer
service 57% - SMS, 23% - E-Mail, 20% - Phone.
The majority of the respondents regarding tool used to promote customer service through
SMS.
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CHART 4.7
RESPONDENTS OPINION REGARDING TOOL USED TO
PROMOTE CUSTOMER SERVICE
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TABLE 4.8
RESPONDENTS OPINION IN HOME BANKING AND INTERNET
BANKING PROVIDED
S.NO RESPONSES NO.OF RESPONDENTS PERCENTAGE
1 YES 89 89%
2 NO 11 11%
Total 100 100%
Source: Primary data
Interpretation:
The above table shows that 89% of the respondents accept the bank provides home banking
and internet banking and 11% of the respondents does not know the home banking and
internat banking.
The majority of the respondents accept the bank provides home banking and internetbanking.
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CHART 4.8
RESPONDENTS OPINION IN HOME BANKING AND INTERNET
BANKING PROVIDED
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TABLE 4.9
RESPONDENTS OPINION OF CARD FACILITIES PROVIDED
S.NO RESPONSES NO.OF RESPONDENTS PERCENTAGE
1 ATM CARD 78 78%
2 CREDIT CARD 9 9%
3 BUSINESS CARD 10 10%
4 INTERNATIONAL
CARD
3 3%
Total 100 100%
Source: Primary data
Interpretation:
The above table shows that 78% of the respondents are provide by ATM Card, 9% of the
respondents are provide by Credit Card , 10% of the respondents are provide by Business
Card and the remaining 21% of the respondents are provide by International card
The majority of the respondents are available provided by ATM card.
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CHART 4.9
RESPONDENTS OPINION OF CARD FACILITIES PROVIDED
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TABLE 4.10
RESPONDENTS OPINION REGARDING DIFFERENT WAY OF
PROMOTION
S.NO RESPONSES NO.OF RESPONDENTS PERCENTAGE
1 Public Relations 13 13%
2 Personal Selling 12 12%
3 Sales Promotion 27 27%
4 Telemarketing 46 46%
5 Internet 2 2%
Total 100 100%
Source: Primary data
Interpretation:
The above table shows that promotion of bank 13% - public relations, 12% - personalselling, 27% - sales promotion, 46% - Telemarketing, 2% - Internat. The majority of the
respondents are promotion of bank is Telenarketing.
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CHART 4.10
RESPONDENTS OPINION REGARDING DIFFERENT WAY OF
PROMOTION
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TABLE 4.11
RESPONDENTS OPINION REGARDING CUSTOMER SERVICE
PROVIDED INSIDE THE BANK
S.NO RESPONSES NO.OF RESPONDENTS PERCENTAGE
1 Good 36 36%
2 Very Good 48 48%
3 Excellent 6 6%
4 Improve 10 10%
Total 100 100%
Source: Primary data
Interpretation:
The above table shows that 36% of the respondents are good service provide inside the
bank, 48% of the respondents are very good service provide inside the bank, 6% of the
respondents are excellent service provide inside the bank and the remaining 10% of the
respondents improve service provide inside the bank
The majority of the respondents very good service provide inside the bank.
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CHART 4.11
RESPONDENTS OPINION REGARDING CUSTOMER SERVICE
PROVIDED INSIDE THE BANK
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TABLE 4.12
RESPONDENTS OPINION REGARDING ZERO BALANCE
ACCOUNT
S.NO RESPONSES NO.OF RESPONDENTS PERCENTAGE
1 Yes 2 2%
2 No 98 98%
Total 100 100%
Source: Primary data
Interpretation:
The above table shows that 98% of the respondents are not a zero balance account and the
remaining 2% of the respondents are zero balance account.
The majority of the respondents are not a zero balance account.
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CHART 4.12
RESPONDENTS OPINION REGARDING ZERO BALANCE
ACCOUNT
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TABLE 4.13
RESPONDENTS OPINION REGARDING SPEED OF CUSTOMER
SERVICE INSIDE THE BANK
S.NO RESPONSES NO.OF RESPONDENTS PERCENTAGE
1 Good 73 73%
2 Very Good 20 20%
3 Excellent 6 6%
4 Improve 1 1%
Total 100 100%
Source: Primary data
Interpretation:
The above table shows that 73% of the respondents are said good speed of customer
service inside the bank, 20% of the respondents are said very good speed of customer
service inside the bank, 6% of the respondents are said excellent speed of customer
service inside the bank and the remaining 1% of the respondents are said improve
The majority of the respondents are said good speed of customer service inside the bank.
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CHART 4.13
RESPONDENTS OPINION REGARDING SPEED OF CUSTOMER
SERVICE INSIDE THE BANK
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TABLE 4.14
RESPONDENTS OPINION REGARDING LEVEL OF OVERDRAFT
INTEREST RATE
S.NO RESPONSES NO.OF RESPONDENTS PERCENTAGE
1 HIGH 5 5%
2 MODERATE 80 80%
3 LOW 15 15%
Total 100 100%
Source: Primary data
Interpretation:
The above table shows that 5% of the respondents are said overdraft interest rate is high,
80% of the respondents are said overdraft interest rate is moderate and the remaining 15%
of the respondents are said overdraft interest rate is low.
The majority of the respondents are said overdraft interest rate is moderate.
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CHART 4.14
RESPONDENTS OPINION REGARDING LEVEL OF OVERDRAFT
INTEREST RATE
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TABLE 4.15
RESPONDENTS OPINION REGARDING CUSTOMER SERVICE
PROVIDED FOR NET BANKING
S.NO RESPONSES NO.OF RESPONDENTS PERCENTAGE
1 Good 36 36%
2 Very Good 48 48%
3 Excellent 6 6%
4 Improve 10 10%
Total 100 100%
Source: Primary data
Interpretation:
The above table shows that 36% of the respondents are good service provide by net
banking, 48% of the respondents are very good service provide by net banking, 6% of the
respondents are excellent service provide by net banking and the remaining 10% of the
respondents improve service provide by net banking
The majority of the respondents very good service provide for net banking.
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CHART 4.15
RESPONDENTS OPINION REGARDING CUSTOMER SERVICE
PROVIDED FOR NET BANKING
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TABLE 4.16
RESPONDENTS OPINION REGARDING HELPFULNESS OF
BRANCH STAFF TO CUSTOMERS
S.NO RESPONSES NO.OF RESPONDENTS PERCENTAGE
1 Satisfied 68 68%
2 Not satisfied 32 32%
Total 100 100%
Source: Primary data
Interpretation:
The above table shows that 68% of the respondents are satisfied by service and the
remaining 32% of the respondents are not satisfied by service.
The majority of the respondents are satisfied by service.
.
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CHART 4.16
RESPONDENTS OPINION REGARDING HELPFULNESS OF
BRANCH STAFF TO CUSTOMERS
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TABLE 4.17
RESPONDENTS OPINION REGARDING FREQUENT ATM
FACILITIES
S.NO RESPONSES NO.OF RESPONDENTS PERCENTAGE
1 Yes 89 89%
2 No 11 11%
Total 100 100%
Source: Primary data
Interpretation:
The above table shows that 89% of the respondents are tell frequent ATM facilities and the
remaining 11% of the respondents are not available ATM facilities frequently.
The majority of the respondents are satisfied by ATM facilities frequently.
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CHART 4.17
RESPONDENTS OPINION REGARDING FREQUENT ATM
FACILITIES
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TABLE 4.18
RESPONDENTS OPINION REGARDING DEGREE OF
RESPONSIVENESS TO REMOTE ENQUIRIES
S.NO RESPONSES NO.OF RESPONDENTS PERCENTAGE
1 Immediate 86 86%
2 Moderate 11 11%
3 Slow 3 3%
Total 100 100%
Source: Primary data
Interpretation:
The above table shows that 86% of the respondents told immediate enquiry response, 11%
of the respondents told moderate enquiry response and the remaining 3% of the
respondents told slow enquiry response.
The majority of the respondents told immediate remote enquiry.
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CHART 4.18
RESPONDENTS OPINION REGARDING DEGREE OF
RESPONSIVENESS TO REMOTE ENQUIRIES
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TABLE 4.19
RESPONDENTS OPINION REGARDING OVERALL CUSTOMER
SERVICE
S.NO RESPONSES NO.OF RESPONDENTS PERCENTAGE
1 Yes 98 98%
2 No 2 2%
Total 100 100%
Source: Primary data
Interpretation:
The above table shows that 98% of the respondents are overall satisfaction and the
remaining 2% of the respondents are not satisfied.
The majority of the respondents are overall satisfied.
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CHART 4.19
RESPONDENTS OPINION REGARDING OVERALL CUSTOMER
SERVICE
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FINDINGS, SUGGESTIONS AND CONSCLUSIONFINDINGS, SUGGESTIONS AND CONSCLUSION
This chapter deals with the findings, suggestions and conclusion of the study.
FINDINGSFINDINGS
The majority of the respondents belong to the age group is below 25 years.
68% of the respondents are male
A majority of the respondents have completed their professional.
A majority of the respondents are medium enterprises.
A majority of the respondents are holding the account is above 5 years.
Majority of the respondents are available credit limit is below 25 Lakhs.
Most of the respondents regarding tool used to promote customer service through
SMS.
Most of the respondents accept the bank provides home banking and internet
banking.
Most of the respondents are available provided by ATM card.
Majority of the respondents are promotion of bank is Telemarketing.
Most of the respondents are very good service provide inside the bank.
98% of the respondents are not a zero balance account
Majority of the respondents have good speed of customer service inside the bank.
Majority of the respondents said overdraft interest rate is moderate
Most of the respondents are very good service provide for net banking.
Majority of the respondents said that Bajaj Pulsar have more market share.
Most of the respondents (68%) had satisfied by service
As per the respondents (89%) are satisfied by ATM facilities frequently
86% of the respondents told immediate remote enquiry.
The majority of the respondents are overall satisfied in ICCICI bank service.
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SUGGESTIONSSUGGESTIONS
Since many of the respondents are not aware of there key services. The bank has to
take some initiatives.
The bank can post a list of services that they are rendered to the customers inside
the bank Premises.
They can post demo of all these services in their bank website.
They can concentrate more on the respondents are falling under the age group
25years 45years.
The bank cannot concentrate on customer complaints handling.
The bank can also send a post to there customers by informing there services and
how to proceed with that and all details they can mention it in the post.
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CONCLUSION
This study is important to emphasize that the researcher was unable to influence
the questions asked and response options in the survey conducted. However, the variables
investigated had sufficient breadth and depth, and comparability to previous research for
analysis and the subsequent formation of valid conclusions.
This investigation into the determinants of satisfaction in a India setting
identified in-branch satisfaction, economic satisfaction, remote services satisfaction and
ATM satisfaction as contributing to overall satisfaction. In-branch satisfaction was found to
be the most important factor followed by economic satisfaction, and remote services
satisfaction, with the least influence by ATM satisfaction. In-branch satisfaction included
factors such as speed of service in-branch, employee behavior as well as branch
convenience.
For managers, the significantly large influence of in-branch satisfaction implies
that it is still considered as a main factor in evaluation of satisfaction. In satisfying
customers, both staff and convenience of the branch facility should continuously be
assessed and upgraded, as it is still the main delivery channel for banking. The role of staff,
in terms of their behavior and expertise in their jobs become issues of prime importance as
findings show it to be a significant factor in determining satisfaction both for in-branch as
well as for remote services.
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BIBLIOGRAPHY:
Anonymous. (2007, August 16). Tap into your clients needs by putting
customer service first . Printweek, 18.
Boiko, B. (2005). Defining data, information, and content. In Content
management bible (2nd Edition.).
Indianapolis, Indiana: John Wiley & Sons. Dahlmann,
C ., & U tz , A . ( 20 05 ). I nd ia a nd t he k no wl ed ge e co no my :
Lev er agi ng st re n gt hs an d opportunities. Washington, D.C: The World
Bank.
Davies, P. (2004). Whats this India business? London, UK: Nicholas Brealey
International.
Hinderliter, H. (2003). Digital publishing primer. Sewickley, PA: GATF.
Hira, R., & Hira, A. (2005). Outsourcing America: Whats behind our national
crisis and how we can reclaim American jobs. New York, NY: AMACOM.
Levy, F., & Murnane, R. J. (2004). The new division of labor: How computers are
creating the next job market. New York, NY: Russell Sage Foundation.
Streitfeld, D. (2004, August 29). The world office of tomorrow has an address inIndia. Los Angeles Times, p. A1.
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QUESTIONNAIRE
01. NAME OF THE RESPONDENT :
02. AGE:
Below 25 Yrs
25 and 35 Yrs
35 and 45 Yrs
45 Yrs & above
03. SEX
Male
Female
04. EDUCATION
Graduate
Post Graduate
Professional
05. TYPE OF ENTERPRISES
Small Enterprises
Medium Enterprises
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06. NUMBER OF YEARS HOLDING THE ACCOUNT
Below 2 Years
2 Years 3 Years
3 Years 5 Years
Above 5 Years
07. CREDIT FACILITY AVAILABLE IN BANK
Below 5 Lakhs
Below 10 Lakhs
Below 25 Lakhs
Below 50 Lakhs
08. TOOL USED TO PROMOTE CUSTOMER SERVICE
SMS
E-MAIL
PHONE
OTHERS
09. HOME BANKING AND INTERNET BANKING PROVIDED
YES
NO
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10. CARD FACILITIES PROVIDED
ATM CARD
CREDIT CARD
BUSINESS CARD
INTERNATIONAL CARD
11. DIFFERENT WAY OF PROMOTION
Public Relations
Personal Selling
Sales Promotion
Telemarketing
Internet
12. CUSTOMER SERVICE PROVIDED INSIDE THE BANK
Good
Very Good
Excellent
Improve
13. YOUR ACCOUNT TYPE IS ZERO BALANCE ACCOUNT
YES
NO
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14. SPEED OF CUSTOMER SERVICE INSIDE THE BANK
Good
Very Good
Excellent
Improve
15. LEVEL OF OVERDRAFT INTEREST RATE
HIGH
MODERATE
LOW
16. CUSTOMER SERVICE PROVIDED FOR NET BANKING
Good
Very Good
Excellent
Improve
17. HELPFULNESS OF BRANCH STAFF TO CUSTOMERS
Satisfied
Not Satisfied
18. WHETHER FREQUENT ATM FACILITIES AVAILABLE FOR THE CUSTOMERS
Yes
No
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19. DEGREE OF RESPONSIVENESS TO REMOTE ENQUIRIES
Immediate
Moderate
Slow
20. OVERALL CUSTOMER SERVICE PROVIDED BY BANK
Satisfied
Not Satisfied
TABLE 4.6
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RESPONDENTS OPINION OF CREDIT FACILITY AVAILABLE IN BANK
S.N
O
Particulars X X2
1 Below 5 Lakhs 24 576
2 Below 10 Lakhs 21 441
3 Below 25 Lakhs 48 2304
4 Below 50 Lakhs 7 49
Total X = 100 X 2 = 3370
= X 2/ N = 3370 / 4 = 842.5 = 29.02
Inference
The majority of the respondents are available credit limit is below 25 Lakhs
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TABLE 4.7
RESPONDENTS OPINION REGARDING TOOL USED TO PROMOTE
CUSTOMER SERVICE
S.N
O
RESPONSES X X2
1 SMS 57 3249
2 E-MAIL 23 529
3 PHONE 20 400
4 OTHERS 0 0
Total 100 4178
= X 2/ N = 4178 / 4 = 1044.5 = 32.31
Inference
The majority of the respondents regarding tool used to promote customer
service through SMS.
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Conclusion
The small and Medium Enterprise (SMEs) constitute the most dynamic segmentof many transition and developing economies. The market experience in the
segment indicates that forward contracts and derivatives as risk hedging
instruments are growing products offering margins greater than offered by the
bigger corporate. RBI has also asked banks to formulate a debt-restructuring
scheme for SMEs. These guidelines are geared to help banks renew their focus
on this sector.