A Comparative Study of Customer Services Provided by

ICICI & SBI Bank in PCMC

SUBMITTED TO

SAVITRIBAI PHULE PUNE UNIVERSITY

IN THE PARTIAL FULFILMENT OF TWO YEARS FULL TIME

MASTERS DEGREE IN BUSINESS ADMINISTRATION (MBA)

SUBMITTED BY

Harsha Bhalerao

(BATCH -2024-2025)

UNDER THE GUIDANCE OF

Prof. Meenal Gupta

THROUGH

KES’s

PRATIBHA INSTITUTE OF BUSINESS MANAGEMENT

CHINCHWAD.

411019
 DECLARATION

I hereby declare that the project titled “A Comparative Study of Customer Services
Provided by ICICI & SBI Bank in PCMC” is an original piece of research work carried out
by me under the guidance of Proof. Meenal Gupta the information has been collected
form genuine and authentic sources. The work has been submitted in practical fulfilment
of the requirement of degree of Master of Business Administration to university of Pune.

Thank You,

Harsha Bhalerao.
 ACKNOWLEDGEMENT

I am overwhelmed in all humbleness and gratefulness to acknowledge all those who

have helped me to put the ideas, well above the level of simplicity and into something concrete. I
owe a great debt to my guide Proof. Meenal Gupta who provided wholesome direction and
support me at every stage of this work. Her wisdom, knowledge and commitment to the highest

standards inspired and motivated me.

Date :
Place : Harsha Bhalerao
 Pratibha Institute of business Management

Chinchwad, Pune

Department of MBA

Ay-2024-25

PROJECT OUTLINE REPORT FOR SUMMER INTERNSHIP

PROJECT

Name of the student: Harsha Rajoo Bhalerao

 Organisation detail:

Name: Harsha Bhalerao

Address: D/63, Prabhat colony, Prabhat School, Rahathni – Kalewadi ,Pune

Email: [email protected]

Contact no.-8605598517

Beginning date of the Project: 1st Feb,2025

 Completion date of project: 1st April, 2025

 Specialization: Finance

Title of the Project: Services Provided by ICICI & SBI Bank

 A Comparative study of customer services provided by ICICI and SBI bank in PCMC

EXECUTIVE SUMMARY:

The banking sector in India has made remarkable progress since

the economic reforms in 1991. New private sector banks have brought the
necessary competition into the industry and spearheaded the changes
towards higher utilization of technology, improved customer service and
innovative products. Customers are now becoming increasingly conscious of
their rights and are demanding more than ever before. The recent trends
show that most banks are shifting from a “product-centric model” to a
“customer-centric model” as customer satisfaction has become one of the
major determinants of business growth. In this context, prioritization of
preferences and close monitoring of customer satisfaction have become
essential for banks. Keeping these in mind, an attempt has been made in this
study to analyze the factors that are essential in influencing the investment
decision of the customers of the public sector banks. For this purpose, Factor
Analysis, which is the most appropriate multivariate technique, has been
used to identify the groups of determinants. Factor analysis identifies
common dimensions of factors from the observed variables that link together
the seemingly unrelated variables and provides insight into the underlying
structure of the data. Secondly, this study also suggests some measures to
formulate marketing strategies to lure customers towards banks.

The study basically tries to identify the customers are satisfied with their
services among ICICI bank and SBI bank and know about the Customer
preferences among ICICI and SBI bank.

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INDEX
Chapter No. Contents Page No.
1 INTRODUCTION 07-08
 Introduction to Bank & Banking
 Introduction to Importance of the Bank
 Introduction to Reason to choose a Bank
2 RESEARCH DESIGN 09-11
 Statement of the problem
 Review of the literature
 Objectives of the study
 Scope of the study
 Research Methodology
 Method of collection of data
 Plan of analysis
 Limitation of the study
3 INDUSTRY PROFILE 12
 Overview the Banking industry

4 PROFILE OF THE SYSTEM/ 13-30

COMPANY/ORGANIZATION
 Company profile of SBI
 Product & Services of SBI
 Award & Recognitions of SBI
 Company Profile of ICICI
 Product & Services of ICICI
 Award & Recognitions of ICIC
5 DATA ANALYSIS AND INTERPRETATION 31-39

6 FINDING 40-46
CONCLUSION
RECOMMENDATIONS
7 BIBLIOGRAPHY 47

8 ANNEXURE 48-50

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Chapter 1

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 A Comparative study of customer services provided by ICICI and SBI bank in PCMC

INTRODUCTION
A bank is a financial institution whose primary activity is to act as
a payment agent for customers and to borrow and lend money. It is an institution
for receiving, keeping, and lending money.

Banking is business receiving for lending or investment, of deposits of money,

from public repayable on demand or otherwise and which draw able by cheque,
draw and order. In general terms, Banking is the Process of business activity of
accepting and safeguarding money owned by other individuals and entities, and
then lending out this money in order to earn a profit.

Banks play very important role in the economic life of the nation. The
health of the economy is closely related to the soundness of its banking system.
Although banks create no new wealth but their borrowing, lending and related
activities facilitate the process of Production, distribution, exchange and
consumption of wealth. In this way they become very effective partners in the
process of economic development. Today, modern banks are very useful for the
utilization of the resources of the country. The banks are mobilizing the savings of
the people for the investment purposes. The savings are encouraged and saving
rate increases. If there would be no banks then a great portion of a capital of the
country would remain idle.

Banking is also important to business because businesses deposit their extra

money here. This way their money is not only safe but also earns interest for them.
On the other hand, businesses can borrow money from banks when they need to
invest in business. Apart from that Banks also act as guarantee giver in case of
creditors and suppliers.

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Product and Services offers by Bank:

Deposits: A bank accepts deposits from the public. People can deposit their cash
balances in either of the following accounts to their convenience:-

 Fixed Deposit Account: Cash is deposited in this account for a fixed period.
The depositor gets receipts for the amount deposited. It is called Fixed
Deposit Receipt. The receipt indicates the name of the depositor, amount of
deposit, rate of interest and the period of deposit.

 Savings Account: This type of deposit suits to those who just want to keep
their small savings in a bank and might need to withdraw them occasionally.
Banks provide a certain rate of interest on the minimum balance kept by the
depositor during the month.

 Current Account: This type of account is kept by the businessman who are
required to withdraw money every new and then. Banks do not pay any
interest on this account.

Loans Facility: Loans are granted by the banks on securities which can be easily
disposed off in the market. When the bank has satisfied itself regarding the
soundness of the party, a loan is advanced.
Credit cards: All banks (except the Swiss bank) provide VISA and MasterCard
cards that enable individuals to make payments over the Internet or in shops.
Mobile Banking: Mobile banking (also known as M-Banking, mbanking, SMS
Banking etc.) is a term used for performing balance checks, account transactions,
payments etc. via a mobile device such as a mobile phone. Mobile banking today
(2007) is most often performed via SMS or the Mobile Internet but can also use
special programs called clients downloaded to the mobile device.

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Internet Banking: Online banking (or Internet banking) allows customers to

conduct financial transactions on a secure website operated by their retail or
virtual bank, credit union or building society.

Core Banking System: Core Banking is a general term used to describe the
services provided by a group of networked bank branches. Bank Customers may
access their funds and other simple transactions from any of the member branch
offices, etc.

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Chapter 2

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Research
Design

2.1 Statement of the problem:-

In today’s competition the core objective of all organizations is to satisfy customers. It is
the choice of empowered customer to decide the fate of any product or organization.
Only those organizations that continuously monitor and meet changing customer needs
will win by cutting costs and restructuring for quicker response to the customer’s
demands, all of which will add up to an unmatched competitive edge enabling to conquer
tomorrow’s market place.

The mere objective of the study is to interpret the customer services provided by ICICI
and SBI bank and to compare with each other. It will help in understanding the preferred
customer changing attitude towards the customer services provided to them by ICICI and
SBI bank.

So the study will give idea about how people are aware about customer services
provided by these banks in Bangalore.

2.2 Objectives of the study:-

1. To understand and compare the services provided by ICICI bank.

2. To understand and compare the services provided by SBI bank.

3. To understand about the customers perception towards ICICI bank and SBI
bank.
4. To study customers willingness to take market risk.

5. To know the brand and advertisement influence on customers about ICICI

bank and SBI bank.

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2.3 Review of The Literature:-

In May 1991 Stephen F. Borde had studied about the “Is the Savings and Loan” This
article tells about the Saving and loan crisis. Proposed solutions are discussed in the
context of the industry as it currently stands. With a somewhat similar liability structure
to that of banks (mainly short-term deposits), the asset structure of S&Ls is quite
different. Whereas banks assets consist of short-term loans, S&L assets consist largely of
long-term loans, such as home ownership mortgages.
In June 29, 2001 Joshua Rosner had studied about the Housing Loan in the New
Millennium: A Home Without Equity is Just a Rental with Debt. They studied about the
prospects of the U.S. housing/mortgage sector over the next several years. Based on our
analysis, we believe there are elements in place for the housing sector to continue to
experience growth well above GDP. Specifically, it appears that a large portion of the
housing sector's growth in the 1990's came from the easing of the credit underwriting
process. Such easing includes: The drastic reduction of minimum down payment levels
from 20% to 0% A focused effort to target the "low income" borrower. Recently targeted
populations that have historically been denied homeownership opportunities have offered
the mortgage industry novel hurdles to overcome. Industry participants in combination
with eased regulatory standards and the support of the GSEs (Government Sponsored
Enterprises) have overcome many of them.
In December 2002 Melissa B. Jacoby had studied about the investment Risk beyond a
Subprime Crisis: The Role of Delinquency Management. They studied that Public
investment in and promotion of homeownership and the home mortgage market often
relies on three justifications to supplement shelter goals: to build household wealth and
economic self-sufficiency, to generate positive social-psychological states, and to
develop stable neighborhoods and communities.

2.4 Scope of The Study:

The study basically tries to identify the customers are satisfied with their services among
ICICI bank and SBI bank and know about the Customer preferences among ICICI and
SBI bank. The study was done to individual customer restricted to the city of Bangalore.

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2.5 Sample size:-

For the purpose of this study, the sample size comprise of 100 respondents.

ICICI bank - 50 respondents

SBI bank - 50 respondents

2.6 Sampling method:-

For the study on customer service provided by public sector banks and private sector
banks with reference to SBI and ICICI bank, random sampling method has been adopted.

2.7 Method of collection of data:-

Primary Data:-Primary data will be collected through questionnaire and personal

interviews.

Secondary Data:-Secondary data will be collected through various sources such as

magazine, Internet and business journals.

2.8 Analysis method:-

Analysis is done on the basis of responses taken from the respondents by making use of
tables, charts, diagrams and graphs.

2.9 Limitations of the Study:

 The study is limited to a particular branch of SBI and ICICI bank.

 Since the time is less the researcher has taken a sample of 100 people and it will

not reveal the whole population of a country.

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Chapter 3

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INDUSTRY PROFILE
3. OVERVIEW OF THE BANKING INDUSTRY:

Banking in India originated in the last decades of the 18th century.

The oldest bank in existence in India is the State Bank of India, a government-
owned bank that traces its origins back to June 1806 and that is the largest
commercial bank in the country. Central banking is the responsibility of the
Reserve Bank of India, which in 1935 formally took over these responsibilities
from the then Imperial Bank of India, relegating it to commercial banking
functions. After India's independence in 1947, the Reserve Bank was nationalized
and given broader powers. In 1969 the government nationalized the 14 largest
commercial banks; the government nationalized the six next largest in 1980.

Currently, India has 124 scheduled commercial banks 12 public sector banks (that
is with the Government of India holding a stake), 21 private banks (these do not
have government stake they may be publicly listed and traded on stock exchanges)
and 44 foreign banks, in addition, 28 Regional Rural Banks, 11 Small Finance
Bank,6 Payment Banks, 2 Local Area Banks. They have a combined network of
over 1,58,000 branches. According to a report by ICRA Limited, a rating agency,
the public sector banks hold over 53.1% of total assets of the banking industry,
with the private and foreign banks holding 41.5% and 5.4% respectively.

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Chapter 4

Company PROFILE
4.1Company Profile of SBI:

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Pure Banking Nothing Else

HISTORY OF SBI:-

The origins of State Bank of India date back to 1806 when the Bank of Calcutta
(later called the Bank of Bengal) was established. In 1921, the Bank of Bengal and two
other Presidency banks (Bank of Madras and Bank of Bombay) were amalgamated to

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form the Imperial Bank of India. In 1955, the controlling interest in the Imperial Bank of
India was acquired by the Reserve Bank of India and the State Bank of India (SBI) came
into existence by an act of Parliament as successor to the Imperial Bank of India.
Today, State Bank of India (SBI) has spread its arms around the world and has a
network of branches spanning all time zones. SBI's International Banking Group delivers
the full range of cross-border finance solutions through its four wings - the Domestic
division, the Foreign Offices division, the Foreign Department and the International
Services division.

State Bank of India (SBI) is the largest bank in India. If one measures by the
number of branch offices and employees, SBI is the largest bank in the world. SBI
provides various domestic, international and NRI products and services, through its vast
network in India and overseas. With an asset base of $126 billion and its reach, it is a
regional banking behemoth. The government nationalized the bank in 1955, with the
Reserve Bank of India taking a 57.43% ownership stake.

Bank of Bengal H.O.

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Bank of Madras

Timeline:
 June 2, 1806: The Bank of Calcutta established.
 January 2, 1809: This became the Bank of Bengal.
 April 15, 1840: Bank of Bombay established.
 July 1, 1843: Bank of Madras established.
 1861: Paper Currency Act passed.
 January 27, 1921: all three banks amalgamated to form Imperial Bank of India.
 July 1, 1955: State Bank of India formed; becomes the first Indian bank to be
nationalized.
 1959: State Bank of India (Subsidiary Banks) Act passed, enabling the State Bank
of India to take over eight former State-associated banks as its subsidiaries.
 1980s When Bank of Cochin in Kerala faced a financial crisis, the government
merged it with State Bank of India.
 June 29, 2007: The Government of India today acquired the entire Reserve Bank
of India (RBI) shareholding in State Bank of India (SBI), consisting of over 314
million equity shares at a total amount of over 355 billion rupees.

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Bank of Bombay

Associate banks:

There are seven other associate banks that fall under SBI. They all use the "State Bank of
India" name followed by the regional headquarters' name. These were originally banks
belonging to princely states before the government nationalized them in 1959.

State Bank of Bikaner & Jaipur

1. State Bank of Hyderabad

2. State Bank of Indore

3. State Bank of Mysore

4. State Bank of Patiala

5. State Bank of Saurashtra

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State Bank of India Mumbai LHO

Foreign Offices:

State Bank of India is present in 32 countries, where it has 131 branches serving the
international needs of the bank's foreign customers, and in some cases conducts retail
operations. The focus of these offices is India-related business.

SBI Office in UK

Fortune Global 178 Ranking – 2024:

SBI debuted in the Fortune Global 500 at 178 ranks in 2024. As per Fortune India 500
list for 2024, SBI rank 5th, with a total income of Rs. 594,575 Crore. Notably, it achieved
a 25.60% year-on-year growth in total income, the highest among companies with
revenues exceeding Rs. 5 Lakhs Crore.

Corporate Details:

This site provides comprehensive information on State Bank of India or SBI Bank, the
premier Nationalized Indian Bank. State Bank of India is actively involved since 1973 in
non-profit activity called Community Services Banking.
Joint Ventures -

 State Bank Of India Credit Card

 State Bank Of India Online
 State Bank Of India USA
 State Bank Of India Services
 State Bank Of India Mutual Funds

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 State Bank Of India Branch

Performance:

During the year, (2023-24) the Company recorded a total income Rs 5945.75 billion
(US $ 71.5billion), Net Profit Rs. 670.85 billion (US $21.6 billion), other income Rs.
1553.86 billion (US $18.7 billion), net interest margin is 3.0 % slightly down from 3.1 %
in FY 23.

* (includes figures of SBI Factors and Commercial Services Private Limited for the Year
2008-09, since merged with the Company)

The company recorded a total income of Rs 4,931 million (US $109.82 million), posted
a profit before tax of Rs 108 million (US $ 2.41 million) during the current year against a
total income of Rs 6,765 million (US $ 133.28 million) and a profit before tax of Rs
1,850 million (US $ 36.47 million) reported in the previous year.

FINANCIAL SUMMARY TABLE

Metric FY 2023-24 FYV2022-23

Total Assets Rs. 6179694 Cr Rs. 5516979 Cr

Net Interest Income Rs. 159876 Cr Rs. 144841 Cr

Net Profit Rs. 67085 Cr Rs. 50232 Cr

Gross NPA (%) 2.24% 2.78%

Net NPA(%) 0.57% 0.67%

Return on Assets 1.36% 1.04%

(ROA)

Loan Growth 15.8% 16.3%

Deposit Growth 11.1% 9.2%

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4.2 State Bank of India offers following product & services to

customers:-

SBI has every product for every need. Listed below are some of its major products and
services.

1. Personal Banking:

Personal banking is similar to retail banking. The essence is that the products and
services of the bank are tailored to meet individual banking and ancillary needs, including
everything from a checking account to investment advice.

2. Personal finance

a) Housing Loan

A home loan is a secured loan that borrowers obtain in order to purchase a home.
Because a home is the largest purchase many individuals will ever make, most
borrowers utilize home loans to assist with their home purchase.

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A) Car Loan

A Loan which is sanctioned for the purchase of an automobile is known as car loan.

SBI Offers two types of car Loan for its customers:

Interest rate : Present effective rate being 11% p.a

b) Education Loan

A term loan granted to Indian Nationals for pursuing higher education in India or abroad
where admission has been secured.
Loan Amount : For studies in India, maximum Rs. 10 lacs
Studies abroad, maximum Rs. 20 lacs
Interest Rate : Upto 4 lacs 12%
Above 4 lacs and upto 7.5 lacs 13.50%
Above 7.5 lacs 12.50%

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3. Services:

State Bank of India offers a wide range of services in the Personal Banking Segment
which are indexed here.

a) ATM Services

State Bank offers you the convenience of over 21,000 ATMs in India, the largest
network in the country and continuing to expand fast! This means that you can transact
free of cost at the ATMs of State Bank Group and wholly owned subsidiary viz. SBI
Commercial and International Bank Ltd., using the State Bank ATM-cum-Debit (Cash
Plus) card.

State Bank ATM-cum-Debit (State Bank Cash plus) Card:

India's largest bank is proud to offer you unparalleled convenience viz. State
Bank ATM-cum-Debit (Cash Plus) card. With this card, there is no need to carry cash in
your wallet. You can now withdraw cash and make purchases anytime you wish to with
your ATM-cum-Debit Card.

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b) INTERNET BANKING

www.sbionline.com, the Internet banking portal of our bank, enables its retail banking
customers to operate their accounts from anywhere anytime, removing the restrictions imposed
by geography and time. It's a platform that enables the customers to carry out their banking
activities from their desktop, aided by the power and convenience of the Internet.

c) Mobile Banking

State Bank Freedom – Your Mobile Your Bank

Away from home, balance enquiries can be made and/or money sent to the loved ones or
bills can be paid anytime 24x7!!! That is what State Bank Freedom offers -convenient,
simple, secure, anytime and anywhere banking.

d) Safe Deposit Locker

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For the safety of your valuables, we offer safe deposit locker facility at a large number of
our branches. There is a nominal annual rent, which depends on the size of the locker and
the centre at which the branch is located. The rent is payable in advance for the Financial
Year.

4. INSURANCE:

5.

As of Aprol 2025, SBI life insurance company limited has evolved significantly
since its inception as a joint venture between the SBI and BNP Paribas Cardif. The
current shareholding structure is as follows :

 State Bank of India : 55.38%

 Public Shareholding : 44.62.

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5. DEMAT SERVICES:

State Bank of India, which is country’s largest public sector bank, is

certainly the most preferred choice of crores of Indians. It provides the facility where you
can trade online through demit accounts since this account is one of the prerequisites to
start with any kind of trading.

SBI Demat account brokerage charge:

SBI Demat account turnover per month versus brokerage rates are-

Turnover Brokerage
Up to Rs 25 lakhs 0.50%
Rs25lakhs – 1Cr 0.45%
Rs1Cr – Rs5Cr 0.40%
Rs5Cr – Rs10Cr 0.35%
Rs10Cr – Rs20Cr 0.30%
Rs20Cr – Rs50Cr 0.25%
Above Rs50Cr 0.15%

SBI Demat account turnover versus brokerage rates for Intraday trading are-

Turnover Brokerage
< 25 lakh 0.15%
25 – 50 lakh 0.12%
50 lakh – 1.5 Crore 0.10%
1.5 – 3 Crore 0.08%
3 – 6 Crore 0.07%
6 – 10 Crore 0.06%
Above 10 Crore 0.05%

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4.3 Company Profile of ICICI:

ICICI BANK | khayaal aapka

Khayaal Aapka:

Over the past decade ICICI Bank has redefined the banking landscape. Through a
deep understanding of customer needs, it has leveraged technology to introduce several
innovations to make banking simple and convenient for the consumer. Continuing with
our commitment towards deepening our relationship with our customers, we have
undertaken many initiatives to strengthen the customer experience through multiple touch
points such as bank branches, internet banking, mobile banking and phone banking. In

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addition we have continued to offer products and services that have been thoughtfully
designed, keeping the consumer in mind. Khayaal aapka is a reflection of this
commitment that we have towards our customers.

Khayaal aapka embodies our relationships with customers that go beyond transactions it
is our commitment to treat our customers fairly, show empathy towards customer needs
and create and deliver products and services that make a difference to our customers'
lives.

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. ICICI become the first Indian company and the first bank or financial
institution from non-Japan Asia to be listed on the NYSE.

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 Ahmadabad in March 2002, and by the High Court of Judicature
at Mumbai and the Reserve Bank of India in April 2002.

The Bank is expanding in overseas markets and has the largest international balance sheet
among Indian banks. ICICI Bank now has wholly-owned subsidiaries, branches and
representatives offices in 18 countries, including an offshore unit in Mumbai. This
includes wholly owned subsidiaries in Canada, Russia and the UK, offshore banking
units in Bahrain and Singapore, an advisory branch in Dubai, branches in Belgium, Hong

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Kong and Sri Lanka, and representative offices in Bangladesh, China, Malaysia,
Indonesia, South Africa, Thailand, the United Arab Emirates and USA. Overseas, the
bank is targeting the NRI (Non-Resident Indian) population in particular.

4.4 ICICI Bank offers the following services to its customers:

1. Personal Banking:

 Deposits
 Loans
 Cards
 Investments
 Insurance
 Demat services
 Wealth management
 Mobile banking
 Internet banking

A. Account & Deposit

ICICI Bank has designed a gamut of accounts and deposits to cater to your unique
banking needs. Add this to our extensive branch & ATM network and facilities like
mobile, phone, internet and doorstep banking, and experience banking at its best.

a) Current Account
ICICI Current Bank Account has the facility of unlimited cash deposit and cash
withdrawal and comes with an unlimited cheque book facility. This account of the ICICI
bank is suitable for: Stockiest or businessmen, partnership firms or joint stock companies,
public corporations or public authorities etc.

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ICICI Bank offers you a suite of current account products that meet all your banking
requirements, these are.

Standard Current Account: Minimum Balance Rs. 10,000 (QAB)

Classic current Account: Minimum Balance Rs. 25,000 (QAB)

Premium Current Account: Minimum Balance Rs. 50,000 (QAB)

Gold Current Account: Minimum Balance Rs. 1,00,000 (QAB)

Gold Plus Current Account: Minimum Balance Rs. 3,00,000 (QAB)

Platinum Current Account: Minimum Balance Rs. 5,00,000 (QAB)

b) Saving Account

Minimum average quarterly Balance

Metro and Urban - Rs.10,000

Semi-urban- Rs.5,000,
Rural - Rs.2,000

Interest Rate: 3.5 %p.a.

B. Loans

ICICI Bank offers wide variety of Loans Products to suit your requirements. Coupled
with convenience of networked branches/ATMs and facility of E-channels like Internet
and Mobile Banking,

a) Home Loan ICICI Bank Home Loans, offer unbeatable benefits to ensure that
you get the best deal without any hassles .As one of the leading home loan

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provider, ICICI Bank understands how special building a new home is for you
ICICI offers you the most convenient home loan plans to suit your needs.

b) Car Loan

Turn your dream into reality. Own that new car you have always desired, with a little
help from us. ICICI offer loans up to 90% of the ex-showroom price of the car. Our
interest rates would pleasantly surprise you. What's more, you can take up to 5 years to
repay the loan.

C. INSURANCE:

ICICI Prudential Life Insurance Company Limited is a joint venture between ICICI Bank
Limited and Prudential Corporation Holdings Limited. As of the latest available data for
the quarter ending September 2024, the shareholding pattern is as follows:

 Promoter Holdings: 73.05%

 ICICI Bank Limited: 51.07%

 Prudential Corporation Holdings Limited: 21.98%

 Foreign Institutional Investors (FII): 12.98%

 Number of FII/FPI Investors: 610

 Domestic Institutional Investors (DII): 9.30%

 Public Shareholding: 4.70%

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 A Comparative study of customer services provided by ICICI and SBI bank in PCMC

ICICI Prudential Life Insurance offers wide range of Insurance Plan. These are-

 Term Plan
 Wealth Plan
 Child Plan
 Health Plan
 Retirement Plan

a) Term Plan:

Term insurance is the simplest and most fundamental insurance product. Term insurance
plans are designed to ensure that in the event of the policyholder’s death, the family gets
the sum assured.

b) Wealth Plan:

Wealth insurance ensures that you receive a lump sum amount of money at the maturity
of the Policy. In the unfortunate event of death during the term of the policy, your family
receives lump sum amount, called the Sum Assured. Thus it combines the benefits of
protection and saving in a single instrument..

c) Child Plan:

As a parent, you would not like to compromise your child's bright career, regardless of
the rising cost of education. All you need is a saving’s plan that is designed to provide
money at key educational milestones and take care of your loved ones future even if you

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 A Comparative study of customer services provided by ICICI and SBI bank in PCMC

are not around. Education insurance offers you unique features which ensure that this
objective is achieved and it helps in strengthening your child’s dreams.

d) Health Plan:

Health insurance insures you and your family against expenses arising due to a medical
emergency and uncertainty of health such as a hospitalization or the onset of a critical
illness. It prevents a medical emergency from becoming a financial one; it ensures your
health care needs are taken care of without you having to dip into your existing savings or
compromising your future goals..

e) Retirement Plan:

Retirement insurance ensures that you or your family members receive a regular pension
amount post a retirement date. You have the flexibility to choose the retirement date and
the manner in which you receive the pension. ICICI pension plans are designed to ensure
that your retirement years truly become your golden years.

D. DEMAT SERVICE:

ICICI bank provides its customers the Demat account or the online trading account to get
easy saving and investment in the Indian stock market with easy dealings. ICICI bank
provides the details of Demat account through SMS and Emails alerts.

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 A Comparative study of customer services provided by ICICI and SBI bank in PCMC

ICICI Demat account charges:

There is no amount necessary for opening the demat account in ICICI bank. These are
valid on sub/ frequent broker charges and standard charges.

Annual service fee is Rs 500 and for frequent/sub broker is Rs 1200 for ICICI demat
account.

An agreement is essential to make in a stamp paper of Rs 100.

The ICICI demat account charges are Rs 0 for buying shares.

The selling charges applicable are-0 trade on icicidirect.com. For instruction provided
through branches-0.04% (standard charges) and 0.02% frequent/sub broker. and so and
so.

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A Comparative study of customer services provided by ICICI and SBI bank in PCMC

Chapter 5

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 A Comparative study of customer services provided by ICICI and SBI bank in PCMC

Comparative ANALYSIS
And
Graphical representation
Table No. 1:

Table showing Age group of Respondents of SBI and ICICI customers.

SBI %of ICICI %of Total

RESPONDENTS SBI RESPONDENTS ICICI Respondents
10% 26% 18
18-25 5 13
26% 34% 30
26-35 13 17
34% 18% 26
36-45 17 9
20% 12% 16
45-55 10 6
10% 10% 10
55 and 5 5
Above

Graph No. 1: Graph showing Age group of Respondents.

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 A Comparative study of customer services provided by ICICI and SBI bank in PCMC

ANALYSIS: The graph shows most of the respondents are between the age group 36-45
in SBI BABK & 26-35 in ICICI BANK years.

Table No. 2:

Table showing the Income Level of Respondents.

Income Level SBI % of ICICI % of Total

(per month) RESPONDENTS SBI RESPONDENTS ICICI Respondents

Below 20K 7 14% 5 10% 5

20K - 40K 13 26% 8 16% 20

40K - 60K 15 30% 10 20% 25

60K - 80K 10 20% 17 34% 27

Above 80K 5 10% 10 20% 15

Graph No. 2:

Graph showing the Income Level of Respondents.

ANALYSIS:

 ICICI appeals more to younger groups (18–35).

 SBI is stronger among older groups (36–55).

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 A Comparative study of customer services provided by ICICI and SBI bank in PCMC

 26–35 is a critical age group for both banks.

TABLE No. 3:

Table showing type of Account Respondents having.

Account SBI RESPONDENTS ICICI

RESPONDENTS
Saving Account 24 18.9

Current Account 6 9.4

Fixed Account 9 7.5

Recurring account 5 2.8

Demat account 2 6.6

Loan amount 4 4.7

Graph No. 3:

Graph showing type of Account Respondents having.

ANALYSIS:

 SBI can modernize and promote investment-linked services (like Demat) to compete
in younger, digitally-savvy markets.

 ICICI should continue targeting entrepreneurs and investors, while exploring ways to
strengthen its fixed and recurring deposit customer base.

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 A Comparative study of customer services provided by ICICI and SBI bank in PCMC

TABLE No. 4:

Table showing Respondents take Loan

Types of Loan SBI Respondents ICICI

RESPONDENTS
Housing Loan 20 15
Personal Loan 15 23
Vehicle Loan 8 5
Education Loan 5 5
Others 2 2

GRAPH No. 4:

Graph showing Respondents take Loan

ANALYSIS:

 SBI dominates in secured loans (like housing and vehicle loans), indicating trust
and conservative borrower behavior.

 ICICI leads in unsecured loans, particularly personal loans, possibly due to its
private-sector agility and digital-first approach.

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 A Comparative study of customer services provided by ICICI and SBI bank in PCMC

 Equal footing in education and other loan categories reflects a balanced

competition or less differentiation.

TABLE No. 5:

Table showing preference of Services by the Respondents:

Services SBI ICICI RESPONDENTS

RESPONDENTS
Net Banking 7.02 8.33

Customer Service 5.26 7.29

Loan Services 6.43 5.21

Mobile Banking 7.60 8.85

ATM Service 8.77 7.55

Interest Service 8.19 5.73

Overall Satisfaction 6.73 7.03

GRAPH No. 5:

Graph showing preference of Services by the Respondents:

ANALYSIS:

 SBI excels in traditional strengths: loans, ATM access, and interest-related services.

 ICICI dominates digital and customer-centric areas: net/mobile banking and

customer service.

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 A Comparative study of customer services provided by ICICI and SBI bank in PCMC

 Overall Satisfaction is close, but tilts slightly in favor of ICICI, likely driven by its
superior digital experience and service support.

TABLE No. 6:

Table showing the services availed by the SBI & ICICI customers through Internet
banking.

Services of Internet Banking SBI No. of Respondents ICICI No. Of

Respondents

Balance Inquiry 7.89 7.36

Fund Transfer 7.02 7.17
Bill Payment 6.14 6.59
Mobile/DTH Recharge 5.70 6.40
Loan EMI Payment 4.39 4.65
Credit Card Payment 3.95 5.81
Account Statement Download 6.58 6.20
Opening Fixed/Recurring Deposit 4.82 5.04
Investment Services 3.51 4.65
Graph No. 6:

Graph showing the services availed customers through Internet banking.

ANALYSIS:

 SBI is strong in core and utility functions: balance inquiry, account statements.

 ICICI consistently leads in value-added and convenience services: recharges, bill

payments, credit card handling, and investment options.

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 A Comparative study of customer services provided by ICICI and SBI bank in PCMC

 Overall, ICICI appears to offer a slightly more diversified and engaging digital
banking experience.

Comparison between ICICI and SBI banks

ICICI bank is the largest private sector bank in India and the second largest commercial
bank in India. It has branches all over India and even in smaller towns in South India
after the takeover of Bank of Madurai. The bank also has foreign subsidiaries like ICICI
bank, Canada in Canada, Britain and Russia, representative offices in USA, China, UAE,
Bangladesh, South Africa and branches in Bahrain, Singapore .

 It offers a platform for online share trading through ICICI Direct and
insurance services- ICICI Prudential. NRI services include money transfer
through Money2India, which offer better foreign exchange rates for lower
amounts compared to other services.

 Like most private sector banks, all ICICI bank branches in India are
networked. You can access your account from any ICICI bank branch in
India. Anyone can also deposit cash/local cheque in your account at any
branch of ICICI bank.

 Also they have very convenient bank timings and are open for 12 hours from
8.00 a.m to 8 p.m from (Monday to Saturday).

 You can deposit cash in your own account at the ATM, for depositing cash
into a third party account, you have to visit the branch.

 Since ICICI bank was established after 1991 it offers online banking where
you can check the balance in your account any time. The interface for current
accounts is much better and user friendly compared to that for their saving
account.

 ICICI charged for opening a saving account min. amount Rs 5000 and for
current account min. amount Rs 10000. ICICI give interest rate for saving
account 3.25% per annum and for fixed deposit its depending to duration of
time and amount.

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 A Comparative study of customer services provided by ICICI and SBI bank in PCMC

 For savings account, up to 3 cash deposits per quarter (3 months) at the non
base branch can be made at no cost. For additional cash deposits, the bank
charges the recipient Rs 100 (+ service tax) per deposit. For outstation
cheques, ICICI bank charges a minimum of Rs 30 (+ service tax) for savings
accounts.

 They have discontinued the auto sweep-in facility, where the amount in
savings accounts was automatically converted into a fixed deposit, if it
exceeded Rs 15000. With the decline in interest rates for loans, providing this
facility is no longer profitable for the bank.

 ICICI bank provides a large option in Insurance sector. They have varity of
product to the customer.

 ICICI banks offers mobile banking, internet banking services, in this segment
there are no any bank provide better service compare to ICICI.

SBI is the largest public sector bank in India:-

 SBI has wide network branches and ATMs all over India. SBI has one of the
largest network of ATMs in the Asia Pacific region. Many branches of State Bank
of India are computerized.
 SBI timings vary according to location, for example the Jaynagar, Bangalore
branch of State Bank of India is open between 10.15 am to 3pm (Tuesday-
Sunday)

 The minimum amount charge to opening a saving account in SBI bank is Rs 1000
and for current account they charge min. amount 5000. SBI give interest rate for
saving account 3.25% per annum and for fixed deposit its depending to duration
of time and amount.

 State Bank of India has varity of product and services to his/her customer like-
loan, Insurance; demat, Mobile banking, Internet banking, Core banking, etc.

 In loan segment SBI charge low interest rate compare to ICICI bank.

 SBI debit cum visa card allows booking of railways tickets, air tickets, movies
ticket and parching more through internet banking and swap the card. In booking

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 A Comparative study of customer services provided by ICICI and SBI bank in PCMC

railways tickets SBI charge 10 rupees per transaction. State Bank of India is the
largest issuer of debit cards (Maestro) in India

 State Bank customers who have to wait a long time to process a bank transaction
can register their complaint through a touch screen device for customer feedback
service at the branch. The information is recorded and processed in the central
server.

 All government taxes like income tax, sales tax, service tax can be paid at any
branch of SBI.

 State Bank of India has 52 foreign offices in 34 countries including Australia,

UK, USA, Canada, Bahrain, Nigeria, Bangladesh, Nepal, and Bhutan Sri Lanka.
These are useful for foreign trade transactions like opening of Letter of Credit.

State Bank of India (SBI) and ICICI Bank are two of India’s leading financial
institutions, but they cater to slightly different segments and excel in distinct areas. SBI,
being a government-owned public sector bank, enjoys a strong reputation for trust and
reach, especially in rural and semi-urban areas. It has the widest branch and ATM
network in India, making it highly accessible to a large customer base. On the other hand,
ICICI Bank, a private sector institution, is known for its tech-savvy approach, quicker
processes, and customer-friendly digital platforms, especially appealing to younger and
urban audiences.

When it comes to loan services, SBI tends to lead in housing and vehicle loans due to its
long-standing presence, government association, and competitive interest rates. ICICI,
however, is more popular for personal loans, likely because of its faster approval
processes and flexibility, especially through digital channels. For education loans, both
banks share equal footing, indicating a neutral preference.

In terms of internet and mobile banking, ICICI Bank clearly has the upper hand.
The bank scores higher in services like mobile app usage, bill payments, recharges, and
credit card management. Its user interface, digital investment options, and seamless
transaction features provide a modern banking experience. While SBI has improved
significantly in digital offerings through its "YONO" platform, it still lags behind ICICI
in areas like credit card payments and digital customer support.

Looking at customer service, ICICI is again rated higher. Respondents have indicated
more satisfaction with ICICI’s responsiveness, ease of access to help, and service
delivery. SBI, though reliable, often receives feedback about longer response times and
more traditional banking procedures. However, SBI earns more trust in interest-related
services and loan repayments, where customers feel it is more transparent and reliable.

Overall satisfaction levels slightly favor ICICI Bank, largely due to its streamlined
services and strong digital infrastructure. However, SBI’s consistent performance in core

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banking areas and its governmental trust factor ensure it remains a preferred choice for
long-term and secured financial commitments.

Chapter 6

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FINDINGS,
CONCLUSION
AND Suggestions

FINDINGS

 30% respondents to choose the SBI bank is because the bank is providing
wide branch network to the customers.
 24% respondents are saying the reason to choose the services of the SBI
bank is because they are good in effective customer service.
 The income level of the respondents who are having an account in SBI
bank falling under the income level of Rs. 1 – 3 Lakhs Yearly.
 The age group of 18yrs – 25yrs respondents mostly is having an account
in SBI bank.
 The both gender are equally having an account in SBI bank.
 Many of respondents to choose saving account in SBI bank.

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 Most of respondents taking Home loan through SBI bank, because they
satisfied with interest rate charged by SBI.
 30% of respondents are choosing Unit linked insurance plan in SBI.
 Many of the respondents are not aware of the many services rendered by
the SBI bank. The few are deposit of cash in ATM, request for cheque
book in ATM, end of the day balance in mobile, etc.
 Sum Of the respondents to choose the ICICI bank is because the bank is
more reliable to the customers.
 Many of the respondents are saying the reason to choose the services of
the ICICI bank is because they are good in efficient customer service and
efficient complaint handling.

 The income level of the respondents who are having an account in ICICI
bank falling under the income level of Rs. 3 – 5 Lakhs Yearly.
 The age group of 25yrs - 35yrs respondents mostly is having an account
in ICICI bank.
 The male gender is mostly having an account in ICICI bank.
 Many of the respondents are not aware of the many services rendered by
the ICICI bank. The few are deposit of cash in ATM, request for cheque
book in ATM, end of the day balance in mobile, etc.

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CONCLUSIONS

The customers now days are not only exposed of what type of service is being provided
by banks in India but in the world as a whole. They expect much more than what is
actually being provided. So the now coming days SBI and ICICI bank have to provide
and cater to all the needs of the customers otherwise it is difficult to survive in the
competition coming up.

They not only expect the safety of money but also best ways to invest that money which
need to be fulfilled. SBI and ICICI bank need to have a better outlook towards to actually
what customers are requiring. Entries of the private sector banks have made the
competition tougher. If a bank is not functioning properly it is being closed. So it is
difficult to face these types of conditions. Here a simple philosophy can work that
customers are God and we need to follow this to survive and serve better.

The SBI and ICICI bank are poised for explosive growth. In this, scenario, it is
imperative that banks adopt technology at an aggressive Pace, if they wish to remain
competitive. Money makes a case for these banks to outsource their technology
infrastructure requirement, thus enabling early adoption and increased efficiencies.

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In the prevailing scenario, a number of banks have adopt a new development strategy of
infrastructure outsourcing, to lower the cost of service channels. As a result, other banks
too will need to align their reinvented business models. The required changes at both the
business and technology levels are enormous. In a highly competitive banking market,
early adopters are profiting from increased efficiencies.

SUGGESTIONS

1. Compliance with RBI Norms

Banks, particularly those like SBI and ICICI, must adhere strictly to the regulations set by
the Reserve Bank of India (RBI) to ensure fair and transparent operations. The RBI
norms are designed to maintain stability in the banking system, protect customers, and
ensure that financial institutions operate in a responsible and reliable manner. However,
concerns exist where banks may not fully comply with these standards, especially when
it comes to facilities for units going sick. It's essential that bank officers feel
empowered and secure in offering services that align with RBI guidelines without
hesitation. This would include offering timely financial relief and rehabilitation options
to businesses facing difficulties, ensuring their smooth recovery.

2. Interest Rate on Savings Accounts

Banks should revisit their interest rates on savings accounts. The current rates may not
provide enough incentive for customers to keep their money in savings accounts.
Increasing interest rates would not only attract more customers but also help
individuals save better for their future. Many customers look for ways to grow their
savings and would prefer banks that offer competitive rates.

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3. Lower Interest Rates and Easier Loan Approvals

Customers often find the interest rates on loans to be high, especially for personal and
educational loans. Banks should focus on providing loans at lower interest rates to
make borrowing more affordable. Education loans, in particular, should be offered with
minimal documentation and processed with ease to help students pursue their studies
without unnecessary financial strain. Additionally, loans against shares should be made
available to customers, offering a quick and efficient way to obtain funds without having
to liquidate investments.

4. Fair Dealing with Customers

A fundamental expectation from any bank is fair dealing with its customers. This
means that banks should prioritize transparency, honesty, and integrity in all their
dealings. Customer service staff should be cooperative, approachable, and capable of
empathizing with the concerns of clients. Employees must have a strong understanding
of the bank’s products and services to offer accurate, helpful advice, ensuring customers
are always well-informed.

5. Free Internet Banking

The internet banking facility should be made free of charge for all customers in both
SBI and ICICI banks. With the rapid shift toward digital banking, customers expect
convenience and accessibility through online platforms without any added financial
burden. Providing free internet banking is essential for maintaining customer
satisfaction and aligning with the growing trend of digital transactions.

6. Prompt Service for Permanent Customers

Permanent customers—those who have a longstanding relationship with the bank—

should receive prompt and efficient services. Banks need to prioritize their loyal
clientele, providing them with quick resolutions and ensuring that transactions are
processed smoothly and without delays. Speedy transactions not only enhance
customer satisfaction but also foster trust and loyalty.

7. Computerization in Rural Areas

Banks must ensure that every branch, regardless of its location, is fully computerized,
including those in rural areas. This would improve efficiency, reduce errors, and make
banking services more accessible to rural populations, who may not always have easy
access to advanced technology. A digitally empowered branch network is crucial for
ensuring equitable access to banking facilities across urban and rural communities.

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8. Real-Time Gross Settlement (RTGS)

Real-Time Gross Settlement (RTGS) can play a critical role in improving the
efficiency of the banking system. RTGS allows for immediate, secure, and high-value
transactions in real-time, which is vital for customers who need to transfer large
amounts of money quickly. Both SBI and ICICI should promote the use of RTGS to ensure
faster payments, which is especially important for business transactions and
emergency financial requirements.

9. Expanding ATM Coverage

An increased number of ATMs across the country, especially in remote or underserved

areas, would significantly enhance the convenience for customers. More ATMs would
reduce wait times and the hassle of finding an ATM, offering round-the-clock access
to cash and reducing congestion at bank branches.

10. No Limit on Cash Withdrawals

One common complaint from customers is the withdrawal limit on ATM cards, which
can be restrictive. Banks should consider removing or increasing these limits, especially
for premium customers, allowing them more flexibility and access to their funds
whenever needed. This would be a significant value addition for customers who often
need larger sums of money for personal or business purposes.

11. New Schemes and Rewards for Customers

To attract more customers and retain existing ones, banks should consistently roll out
new schemes and incentives. Offering gifts, prizes, or rewards for loyal customers can
enhance customer retention and attract new clients. Reward programs, especially
those related to savings and investments, can be highly effective in creating long-term
customer engagement.

12. 24-Hour Banking

Banks should consider implementing 24-hour banking services, especially for

customers who may not have time during regular working hours. Extended banking
hours, or even full-day, round-the-clock services, would give customers the flexibility
to access services whenever they need, helping banks stay competitive in the evolving
financial services industry.

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13. Reducing Charges on Savings Account Opening

The charges for opening a savings account at ICICI are considered high by some
customers. These fees should be reduced or waived, particularly for basic savings
accounts, to make banking more accessible and attractive to a broader customer base.
This could lead to increased customer acquisition and improve overall satisfaction.

14. Improved Customer Knowledge and Transparency

Many customers complain about lack of clarity and understanding regarding bank
products and services. Banks should focus on properly educating their customers
about the features, benefits, and risks associated with different banking products.
Clear, transparent communication can help build trust and ensure customers make
informed decisions. Introducing door-to-door services could also help in reaching
customers who are unable to visit branches.

15. Understanding Customer Needs

Banks should make an effort to truly understand the needs of their customers and
offer personalized services that cater to those needs. A focus on customer-centric
service is crucial for building long-term relationships and fostering customer loyalty. By
maintaining a relationship-focused approach, banks can ensure higher levels of
satisfaction and retention.

16. Cooperation and Coordination Among Employees

Promoting cooperation and coordination among bank staff is essential for smooth
operations. A collaborative work environment allows employees to perform more
efficiently, ensuring that customer issues are resolved faster and more effectively. A
well-functioning team creates a positive work culture that reflects in customer
interactions.

17. Proper Hierarchy and Structure

Banks should maintain a proper hierarchical structure to ensure that decisions are
made effectively and responsibilities are clear. A well-established hierarchy ensures that
employees know their roles, contributing to better decision-making and the efficient
resolution of issues. A clear hierarchy also promotes accountability and enhances
organizational efficiency.

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BIBLIOGRAPHY
BOOKS:
 Kothari C.R. (1990) Research Methodology: Method and Techniques; Wishva
Prakashan, New Delhi.
 Bodie.Z, Kane.A & Mracus.J : Essentials of Investments.
 Prof. E Gordon & Dr. K. Natrajan “Banking Theory Law and Practice”.
 “Indian financial System & Commercial Banking” by Khan Masood Ahmed
 “Banking in India” by P.N.Varshney

MAGAZINS:
 Business World
 Business Today
 The Smart Manager

WEBSITES:

 www.centurionbop.co

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 www.statebankofindia.com
 www.icicibank.com
 www.rbi.org.in
 www.iba.org.in
 www.knowledgestom.com

ANNEXUR
QUESTIONNAIRE FOR “A Comparative study of
customer services provided by SBI and ICICI bank in PCMC”

Dear Sir/Madam, I Harsha Bhalrao student of

PRATIBHA INSTITUTE OF BUSINESS MANAGEMENT
doing my MBA project on a study on “A Comparative study of
customer services provided by SBI and ICICI bank in
PCMC”. This questionnaire is to assess your view and opinion
about Customer Services provided by these banks. Your responses
will be maintained in strictly confidence and this will be used
for ACADEMIC PURPOSE ONLY.

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 A Comparative study of customer services provided by ICICI and SBI bank in PCMC

Personal Details:-
A) NAME:

B) ADDRESS:

C) GENDER: MALE FEMALE

D) AGE GROUP: a) 18- 25 b) 25- 35

c) 35- 40 d) Above 40

E) Occupation: a) Government Employee b) Business Man

c) Professional d) Others

F) ANNUAL INCOME : a) BELOW 1 LAKH b) 1-3 LAKHS

c) 3-5 LAKHS d) ABOVE 5 LAKHS

1) which bank do you have an account with?

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 A Comparative study of customer services provided by ICICI and SBI bank in PCMC

a)ICICI bank

b) SBI bank

c) both

d) other (please specify)

2) Which type of account do you hold in the bank?

a) Saving account b) current account c) Fixed account

d) NRI account e) others

3) What are the interest rates provided by your bank on deposit?

a) 3%-5% b) 5%-7% c) 7%-9%

d) above 9%

4) Are you satisfied with the interest rate provided by the bank?

a) Yes b) No

If no what is the reason

5) Have you taken any loan from bank?

a) Yes b) No

6) If yes, then for what purpose?

a) Housing loan b) Personal loan

c) Vehicle loan d) Education loan e) other

7) Which services do you prefer in a bank ?

a) Quick Service b) Friendly c) Availability of Loans

d) ATM Service e) Internet Banking

8) Do you use Internet Banking services?

a) Yes b) No

If No, what is the reason

9) Which services are used by you through an ATM?

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 A Comparative study of customer services provided by ICICI and SBI bank in PCMC

a) Cash withdrawal b) Cash deposit c) Bills payment

d) A/c transfers f) others

10) What are the problem you have uncounted while using an ATM?

a) The max. Withdraw amount is limit

b) The No. of ATM is not enough

c) ATM not able to print slip when demanded

d) ATM working too slowly

f) No any Problem

11) Rate the overall customer services experience in your bank (1-poor to 5-excellent)

a) ICICI BANK – 1…… 2…… 3…… 4…….. 5……

b) SBI BANK - 1…… 2…… 3…… 4…….. 5……

12) Which bank’s advertisements appeal to you more

a) ICICI BANK b) SBI BANK c) Neither

13) Suggestions if any

Thank You for spending your precious time in giving your responses

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61