ARYA SCHOOL OF MANAGEMENT & IT, BHUBANESWAR

A summer internship r!"e#t

ON
CUSTOMER SATISFACTION ON SERVICES
PROVIDED BY ICICI BANK
$A pr!"e#t rep!rt su%mitte& in p'rti'( )u()i((ment !) the re*uirement )!r the
'+'r& !) %'#he(!r !) %usiness '&ministr'ti!n, un&er Ut,'( Uni-ersit./
Bhu%'nes+'r, ORISSA
rep're& %.0
Lipi,' S'tp'th.
R!(( n!0 12344UT55653
Under the guidance of
Internal Guide: External Guide:
Mr7 R'shmi R'n"'n 'ni8r'hi Mr7 SUBRAT RUSTY
Le#turer in Fin'n#e Asst7 M'r,etin8 M'n'8er
ASMIT ICICI BAN9
Utkal University, Vaniviar,
B!"anes#ar, O$isa%
1
A#,n!+(e&8ement
I a& tank'!l t( ICICI BAN9 COMPANY )TD, '(r *ivin* &e an (++(rt!nity t(
#(rk in teir estee&e$ (r*ani,ati(n% I a& (n(re$ t( sin-erely tank Mr7
SUBRAT RUSTY .Asst% Marketin* Mana*er/, ICICI BAN9, Bhu%'nes+'r, #(
*ave &e an (++(rt!nity t( #(rk !n$er s!- an estee&e$ (r*ani,ati(n an$ '(r
e0+ressin* is 'ait an$ -(n'i$en-e in &e "y assi*nin* tis +r(1e-t%
I a& als( *rate'!l t( (!r *!i$e Mr% RASHMI RAN:AN ANIGRAHI .)e-t!rer in
Finan-e/, ASMIT, #(se -(ntin!(!s an$ val!a"le *!i$an-e -an never "e
'(r*(tten an$ #it(!t #(&, tis st!$y -(!l$ n(t ave *(t tis +resent sa+e%
As te (!tset I e0+ress &y $ee+ sense (' *ratit!$e t( (!r 2(n3"le Dire-t(r,
ASMIT4 t( te -(!rse -((r$inat(r (' BBA '(r *ivin* &e +er&issi(n t( !n$er*(
tis trainin* +r(*ra&%
Finally I a& tank'!l t( all te 'a-!lty &e&"ers 4 'rien$s #( s!++(rte$ &e '(r
$(in* te +r(1e-t


Lipi,' S'tp'th.
BBA 2
th
Sem7
2
;e#('r'ti!n %. stu&ent
I, Lipi,' S'tp'th. a st!$ent (' ARYA SC2OO) OF
MANA5EMENT 4 IT $( ere"y $e-lare tat tis S!&&er
Internsi+ Pr(1e-t (n <CUTOMER SATISFACTION ON THE
SER=ICES RO=I;E; BY ICICI BAN9 6 s!"&itte$ "y &e
!n$er te e0ternal *!i$an-e (' Mr% SUBRAT RUSTY an$
Internal *!i$an-e (' Mr% RASHMI RAN:AN ANIGRAHI,
)e-t!rer in Finan-e, ASMIT%
Tis Pr(1e-t re+(rt is an Ori*inal Pie-e (' #(rk $(ne "y &e an$ as 'ar
as &y kn(#le$*e is -(n-erne$ it as n(t "een s!"&itte$ t( an(ter
!niversity (r +!"lise$ in any #ere +ri(r t( it%
Lipi,' S'tp'th.
BBA 2
th
Sem7
3
T'%(e !) CONTENTS
4
Ca+ter S!"1e-t Pa*e n(
7
E8ECUTIVE SUMMARY
RESEARC2 OB9ECTIVE
BANKIN5 STRUCTURE IN INDIA
INTRO;UCTION
HISTORY OF BANING IN IN!IA
RESEARC2 MET2ODO)O5Y
:
;
<
=
>
7?
?
INDUSTRY PROFI)E
7@
@
COMPANY PROFI)E
7>
A
COMPANY EFFORTS TO ENSURE CUSTOMER SATISFACTION
@:
:
DATA ANA)YSIS AND INTERPRETATION
@>
;
FINDIN5S
A?
<
SU55ESTIONS
A@
=
CONC)USION
AA
>
BIB)IO5RAP2Y
A:
7B
APPENDI8
A;
E>ECUTI=E SUMMARY
Private "ankin* is a -(n-e+t #i- is ne# an$ 'ast e&er*in* in te #(rl$ ('
"ankin* #ere -an*es ave "e-(&e a ne-essity in (r$er '(r "anks t( s!rvive in
tis -(&+etitive envir(n&ent visCDCvis n(t (nly 'r(& te +!"li- an$ +rivate se-t(r
"anks "!t als( 'r(& te '(rei*n "anks% Te ("1e-tive (' te resear- is t( e0+l(re
te vari(!s +r($!-ts, #i- a +rivate "anker $eals int( an$ te syste&ati- +r(-ess
inv(lve$ t( &at- -lient reE!ire&ents #it te ri*t kin$ (' +r($!-t%
Tr(!* tis resear- (ne (' te &ain ("1e-tives is t( e0+l(re te reas(n #y
&(st (' te "anks are in1e-tin* +rivate "ankin* as "!siness +r('ile t( teir set ('
servi-e (''erin*s%
T(!* +rivate "ankin* ev(lve$ in late =B3s in Asia, in In$ia it3s n(t &(re tan :
years (l$% ICICI starte$ it in A!* ?BB? an$ sin-e ten it as "een a re&arka"le
s!--ess% T($ay tere are en(r&(!s s(l!ti(ns t( -ater -lient nee$s "!t #at s!its
"est t( a -lient is #ere +rivate "ankin* 'its in% Every -lient #ill ave $i''erent
nee$s, likin* an$ +re'eren-es% S( a -!st(&i,e$ +(rt'(li( '(r every -lient is te
nee$ (' te $ay%
Tis resear- #ill i*li*t &(re (n te +r($!-t +(rt'(li( (' ICICI Private
Bankin*, (# tey ave -an*e$ (r inn(vatively str!-t!re$ t( "e attra-tive an$
-(&+etitive%
5
RESEARCH OB:ECTI=E
7% T( i$enti'y te &a1(r attri"!tes (' -!st(&er satis'a-ti(n%
?% T( st!$y -!st(&er +er-e+ti(n a"(!t ICICI BANK )t$%
@% T( i$enti'y an$ st!$y te vari(!s #ays (' ens!rin* -!st(&er satis'a-ti(n
a$(+te$ "y ICICI BANK Vs 2DFC 4 SBI%
BANKIN5 STRUCTURE IN INDIA
6
S#he&u(e& B'n,s in In&i'
$A/ S#he&u(e& C!mmer#i'( B'n,s
$B/ S#he&u(e& C!!per'ti-e B'n,s
2ere #e &(re -(n-erne$ a"(!t +rivate se-t(r "anks an$ -(&+etiti(n a&(n* te&%
T($ay, tere are ?< +rivate se-t(r "anks in te "ankin* se-t(rF 7> (l$ +rivate se-t(r
"anks an$ = ne# +rivate se-t(r "anks% Tese ne# "anks ave "r(!*t in stateC('CteC
art te-n(l(*y an$ a**ressively &arkete$ teir +r($!-ts% Te P!"li- se-t(r "anks are
'a-in* a sti'' -(&+etiti(n 'r(& te ne# +rivate se-t(r "anks%
Te "anks #i- ave "een set!+ in te 7>>Bs !n$er te *!i$elines (' te
N'r'simh'm C!mmittee are re'erre$ t( as NEG PRIVATE SECTOR BANKS%
7
u%(i# se#t!r
B'n,s
ri-'te se#t!r
B'n,s
F!rei8n B'n,s
in In&i'
Re8i!n'( Rur'(
B'n,
.?=/ .?</ .?>/ .7B?/
Nati(nali,e$
Bank
Oter P!"li-
Se-t(r Banks
.IDBI/
SBI an$ its
Ass(-iates
Ol$ Private
Banks
Ne+ ri-'te
B'n,s
S#he&u(e& Ur%'n C!!per'ti-e
B'n,s $11/
S#he&u(e& St'te C!!per'ti-e
B'n,s $35/
INTRO;UCTION
Te "ankin* se-ti(n #ill navi*ate tr(!* all te as+e-ts (' te Bankin* Syste&
in In$ia% It #ill $is-!ss !+(n te &atters #it te "irt (' te "ankin* -(n-e+t
in te -(!ntry t( ne# +layers a$$in* teir na&es in te in$!stry in -(&in* 'e#
years%
Te "anker (' all "anks, Reserve Bank (' In$ia .RBI/, te In$ian Banks
Ass(-iati(n .IBA/ an$ t(+ ?B "anks like IDBI, 2SBC, ICICI, ABN AMRO, et-%
as "een #ell $e'ine$ !n$er tree se+arate ea$s #it (ne +a*e $e$i-ate$ t( ea-
"ank% 2(#ever, in te intr($!-ti(n +art (' te entire "ankin* -(s&(s, te +ast as
"een #ell e0+laine$ !n$er tree $i''erent ea$s na&elyF
2ist(ry (' Bankin* in In$ia
Nati(nali,ati(n (' Banks in In$ia
S-e$!le$ C(&&er-ial Banks in In$ia
Te 'irst $eals #it te ist(ry +art sin-e te $a#n (' "ankin* syste& in In$ia%
5(vern&ent t((k &a1(r ste+ in te 7>;> t( +!t te "ankin* se-t(r int( syste&s
an$ it nati(nali,e$ 7A +rivate "anks in te &enti(ne$ year% Tis as "een
ela"(rate$ in Nati(nali,ati(n Banks in In$ia% Te last "!t n(t te least e0+lains
a"(!t te s-e$!le$ an$ !ns-e$!le$ "anks in In$ia% Se-ti(n A? .;/ .a/ (' RBI A-t
7>@A lays $(#n te -(n$iti(n (' s-e$!le$ -(&&er-ial "anks% Te $es-ri+ti(ns
al(n* #it a list (' s-e$!le$ -(&&er-ial "anks are *iven (n tis +a*e%
8
HISTORY OF BANING IN IN!IA
Git(!t a s(!n$ an$ e''e-tive "ankin* syste& in In$ia it -ann(t ave a ealty
e-(n(&y% Te "ankin* syste& (' In$ia s(!l$ n(t (nly "e assle 'ree "!t it s(!l$
"e a"le t( &eet ne# -allen*es +(se$ "y te te-n(l(*y an$ any (ter e0ternal
an$ internal 'a-t(rs%
F(r te +ast tree $e-a$es In$iaHs "ankin* syste& as several (!tstan$in*
a-ieve&ents t( its -re$it% Te &(st strikin* is its e0tensive rea-% It is n( l(n*er
-(n'ine$ t( (nly &etr(+(litans (r -(s&(+(litans in In$ia% In 'a-t, In$ian "ankin*
syste& as rea-e$ even t( te re&(te -(rners (' te -(!ntry% Tis is (ne (' te
&ain reas(ns (' In$iaHs *r(#t +r(-ess% Te *(vern&entHs re*!lar +(li-y '(r
In$ian "ank sin-e 7>;> as +ai$ ri- $ivi$en$s #it te nati(nali,ati(n (' 7A
&a1(r +rivate "anks (' In$ia% N(t l(n* a*(, an a--(!nt (l$er a$ t( #ait '(r
(!rs at te "ank -(!nters '(r *ettin* a $ra't (r '(r #it$ra#in* is (#n &(ney%
T($ay, e as a -(i-e% 5(ne are $ays #en te &(st e''i-ient "ank trans'erre$
&(ney 'r(& (ne "ran- t( (ter in t#( $ays% N(# it is si&+le as instant
&essa*in* (r $ial a +i,,a% M(ney as "e-(&e te (r$er (' te $ay%
Te 'irst "ank in In$ia, t(!* -(nservative, #as esta"lise$ in 7<=;% Fr(& 7<=;
till t($ay, te 1(!rney (' In$ian Bankin* Syste& -an "e se*re*ate$ int( tree
$istin-t +ases% Tey are as &enti(ne$ "el(#F
Early +ase 'r(& 7<=; t( 7>;> (' In$ian Banks
Nati(nali,ati(n (' In$ian Banks an$ !+ t( 7>>7 +ri(r t( In$ian "ankin*
se-t(r Re'(r&s%
9
Ne# +ase (' In$ian Bankin* Syste& #it te a$vent (' In$ian Finan-ial 4
Bankin* Se-t(r Re'(r&s a'ter 7>>7% T( &ake tis #riteC!+ &(re
e0+lanat(ry, I +re'i0 te s-enari( as Pase I, Pase II an$ Pase III%
h'se I
Te 5eneral Bank (' In$ia #as set !+ in te year 7<=;% Ne0t -a&e Bank ('
2in$!stan an$ Ben*al Bank% Te East In$ia C(&+any esta"lise$ Bank (' Ben*al
.7=B>/, Bank (' B(&"ay .7=AB/ an$ Bank (' Ma$ras .7=A@/ as in$e+en$ent !nits
an$ -alle$ it Presi$en-y Banks% Tese tree "anks #ere a&al*a&ate$ in 7>?B an$
I&+erial Bank (' In$ia #as esta"lise$ #i- starte$ as +rivate sare(l$ers
"anks, &(stly E!r(+eans sare(l$ers%
In 7=;: Allaa"a$ Bank #as esta"lise$ an$ 'irst ti&e e0-l!sively "y In$ians,
P!n1a" Nati(nal Bank )t$% #as set !+ in 7=>A #it ea$E!arters at )a(re%
Bet#een 7>B; an$ 7>7@, Bank (' In$ia, Central Bank (' In$ia, Bank (' Bar($a,
Canara Bank, In$ian Bank, an$ Bank (' Mys(re #ere set !+% Reserve Bank ('
In$ia -a&e in 7>@:%
D!rin* te 'irst +ase te *r(#t #as very sl(# an$ "anks als( e0+erien-e$
+eri($i- 'ail!res "et#een 7>7@ an$ 7>A=% Tere #ere a++r(0i&ately 77BB "anks,
&(stly s&all% T( strea&line te '!n-ti(nin* an$ a-tivities (' -(&&er-ial "anks,
te 5(vern&ent (' In$ia -a&e !+ #it Te Bankin* C(&+anies A-t, 7>A> #i-
#as later -an*e$ t( Bankin* Re*!lati(n A-t 7>A> as +er a&en$in* A-t (' 7>;:
.A-t N(% ?@ (' 7>;:/% Reserve Bank (' In$ia #as veste$ #it e0tensive +(#ers '(r
te s!+ervisi(n (' "ankin* in In$ia as te Central Bankin* A!t(rity%
D!rin* t(se $ay3s +!"li- as lesser -(n'i$en-e in te "anks% As an a'ter&at
$e+(sit &("ili,ati(n #as sl(#% A"reast (' it te savin*s "ank 'a-ility +r(vi$e$ "y
10
te P(stal $e+art&ent #as -(&+aratively sa'er% M(re(ver, '!n$s #ere lar*ely
*iven t( tra$ers%
h'se II
5(vern&ent t((k &a1(r ste+s in tis In$ian Bankin* Se-t(r Re'(r& a'ter
in$e+en$en-e% In 7>::, it nati(nali,e$ I&+erial Bank (' In$ia #it e0tensive
"ankin* 'a-ilities (n a lar*e s-ale es+e-ially in r!ral an$ se&iC!r"an areas% It
'(r&e$ State Bank (' In$ia t( a-t as te +rin-i+al a*ent (' RBI an$ t( an$le
"ankin* transa-ti(ns (' te Uni(n an$ State 5(vern&ents all (ver te -(!ntry%
Seven "anks '(r&in* s!"si$iary (' State Bank (' In$ia #as nati(nali,e$ in 7>;B
(n 7>t 9!ly, 7>;>, &a1(r +r(-ess (' nati(nali,ati(n #as -arrie$ (!t% It #as te
e''(rt (' te ten Pri&e Minister (' In$ia, Mrs% In$ira 5an$i% 7A &a1(r
-(&&er-ial "anks in te -(!ntry is nati(nali,e$%
11
RESEARCH METHO;OLOGY
;'t' C!((e#ti!n Te#hni*ues0
Tis +r(1e-t -(nsists (' t#( +arts%
Te 'irst +art is a st!$y (' te "ankin* in$!stry, ICICI Bank !sin* se#!n&'r. &'t'
s(!r-es% Tis se-(n$ary in'(r&ati(n as "een s(!r-e$ 'r(& te internet an$ 'r(&
"!siness relate$ &a*a,ines an$ ne#s+a+ers%
Te se-(n$ +art (' te st!$y as "een $(ne !sin* an e0+l(rat(ry resear- +r(-ess
an$ a str!-t!re$ E!esti(nnaire #as $evel(+e$ '(r tis +!r+(se% F(r te -(lle-ti(n
(' prim'r. &'t' tis #as te (nly &et($ !se$% Te reas(n I !se$ tis &et($ is
"e-a!se a nee$ #as 'elt '(r te 'ree in'l!0 (' in'(r&ati(n a"(!t te +r($!-ts% Als(
tis &et($ all(#e$ te !se (' skills *aine$ in -lass%
S'mp(e ;esi8n0
Te +(+!lati(n -(nsi$ere$ '(r te +!r+(se (' te s!rvey #as +e(+le resi$in* in
Deli an$ te Nati(nal Ca+ital Re*i(n .NCR/%
S'mp(in8 Te#hni*ue Use&0
Sin-e te in'(r&ati(n reE!ire$ #as n(t (' a very te-ni-al nat!re an$ als( l((kin*
at te s-(+e (' te +r(1e-t an$ te e0tent (' te tar*et se*&ent, te sa&+lin*
te-niE!e e&+l(ye$ #as C(nvenien-e Sa&+lin*% I a$&inistere$ te
E!esti(nnaires%
S'mp(e Si?e0
I ave restri-te$ te sa&+le si,e t( :B res+(n$ents% Tis #as $(ne kee+in* in &in$
te ti&e -(nstraints an$ te 'a-t tat I 'elt tat tis n!&"er #(!l$ "e en(!* t(
serve te in'(r&ati(n nee$s reE!ire$ t( s(# te tren$s%
12
IN;USTRY ROFILE
BAN9S IN IN;IA
In In$ia te "anks are "ein* se*re*ate$ in $i''erent *r(!+s% Ea- *r(!+ as teir
(#n "ene'its an$ li&itati(ns in (+eratin* in In$ia% Ea- as teir (#n $e$i-ate$
tar*et &arket% Fe# (' te& (nly #(rk in r!ral se-t(r #ile (ters in "(t r!ral as
#ell as !r"an% Many even are (nly -aterin* in -ities% S(&e are (' In$ian (ri*in an$
s(&e are '(rei*n +layers% All tese $etails an$ &any &(re is $is-!sse$ (ver ere%
Te "anks an$ its relati(n #it te -!st(&ers, teir &($e (' (+erati(n, te na&es
(' "anks !n$er $i''erent *r(!+s an$ (ter s!- !se'!l in'(r&ati(n3s are talke$
a"(!t%One &(re se-ti(n as "een taken n(te (' is te !+-(&in* '(rei*n "anks in
In$ia% Te RBI as s(#n -ertain interest t( inv(lve &(re (' '(rei*n "anks tan
te e0istin* (ne re-ently% Tis ste+ as +ave$ a #ay '(r 'e# &(re '(rei*n "anks t(
start "!siness in In$ia%
M'"!r B'n,s in In&i'
ABNCAMRO Bank
A"! Da"i C(&&er-ial Bank
A&eri-an E0+ress Bank
An$ra Bank
Allaa"a$ Bank
Bank (' Bar($a
Bank (' In$ia
Bank (' Maarastra
Bank (' P!n1a"
Bank (' Ra1astan
Bank (' Ceyl(n
BNP Pari"as Bank
In$ian Overseas Bank
In$!sIn$ Bank
IN5 Vysya Bank
9a&&! 4 Kas&ir Bank
9PM(r*an Case Bank
Karnataka Bank
Kar!rVysya Bank
)a0&i Vilas Bank
Oriental Bank (' C(&&er-e
P!n1a" Nati(nal Bank
P!n1a" 4 Sin$ Bank
S-(tia Bank
13
Canara Bank
Cat(li- Syrian Bank
Central Bank (' In$ia
Cent!ri(n Bank
Cina Tr!st C(&&er-ial Bank
Citi Bank
City Uni(n Bank
C(r+(rati(n Bank
S(!t In$ian Bank
Stan$ar$ Cartere$ Bank
State Bank (' In$ia .SBI/
State Bank (' Bikaner 4
9ai+!r
State Bank (' 2y$era"a$
State Bank (' In$(re
State Bank (' Mys(re
State Bank (' Sa!rastra
F'#t Fi(es !) B'n,s in In&i'
Te 'irst, te (l$est, te lar*est, te "i**est, *et all s!- ty+es (' in'(r&ati(n3s
a"(!t Bankin* in In$ia in tis se-ti(n%
Bank (' In$ia #as '(!n$e$ in 7>B; in M!&"ai% It "e-a&e te 'irst In$ian "ank t(
(+en a "ran- (!tsi$e In$ia in )(n$(n in 7>A; an$ te 'irst t( (+en a "ran- in
-(ntinental E!r(+e at Paris in 7><A%
14
PUBLIC SECTOR BANKS
Among the Public Sector Banks in Inia! Unite Bank o" Inia is one o" the #$
ma%or banks! &hich &ere nationali'e on (ul) #*! #*+*, Its
-reecessor! in the Public Sector Banks! the Unite Bank o" Inia Lt,!
&as "orme in #*./ &ith the amalgamation o" "our banks 0i', Camilla
Banking Cor-oration Lt, 1#*#$2! Bengal Central Bank Lt, 1#*#32!
Camilla Union Bank Lt, 1#*442 an 5ooghl) Bank Lt,1#*642,
Oriental Bank o" Commerce 1OBC2! 7o0ernment o" Inia Unertaking o""ers
8omestic! NRI an Commercial banking ser0ices, OBC is im-lementing
a 7RA9EEN PRO(ECT in 8ehraun 8istrict 1UP2 an 5anumangarh
8istrict 1Ra%asthan2 isbursing small loans, This Public Sector Bank
Inia has im-lemente #$ -oint action -lan "or strengthening o" creit
eli0er) to &omen an has esignate . branches as s-eciali'e
branches "or &omen entre-reneurs,
The )!((!+in8 're the (ist !) u%(i# Se#t!r B'n,s in In&i'
Allaa"a$ Bank
An$ra Bank
Bank (' Bar($a
Bank (' In$ia
Bank (' Maarastra
Canara Bank
Central Bank (' In$ia
C(r+(rati(n Bank
List !) St'te B'n, !) In&i' 'n& its su%si&i'r., ' u%(i# Se#t!r B'n,s
State Bank (' In$ia
15
o State Bank (' Bikaner 4 9ai+!r
o State Bank (' 2y$era"a$
o State Bank (' In$(re
o State Bank (' Mys(re
o State Bank (' Sa!rastra
o State Bank (' Travan-(re
RI=ATE SECTOR BAN9S0
Private "ankin* in In$ia #as +ra-ti-e$ sin-e te "e*innin* (' "ankin* syste& in
In$ia% Te 'irst +rivate "ank in In$ia t( "e set !+ in Private Se-t(r Banks in In$ia
#as In$!sIn$ Bank% It is (ne (' te 'astest *r(#in* Bank Private Se-t(r Banks in
In$ia% IDBI ranks te tent lar*est $evel(+&ent "ank in te #(rl$ as Private
Banks in In$ia an$ as +r(&(te$ #(rl$ -lass instit!ti(ns in In$ia%
Te 'irst Private Bank in In$ia t( re-eive an in +rin-i+le a++r(val 'r(& te
Reserve Bank (' In$ia #as 2(!sin* Devel(+&ent Finan-e C(r+(rati(n )i&ite$,
t( set !+ a "ank in te +rivate se-t(r "anks in In$ia as +art (' te RBIHs
li"erali,ati(n (' te In$ian Bankin* In$!stry% It #as in-(r+(rate$ in A!*!st 7>>A
as 2DFC Bank )i&ite$ #it re*istere$ (''i-e in M!&"ai an$ -(&&en-e$
(+erati(ns as S-e$!le$ C(&&er-ial Bank in 9an!ary 7>>:%
IN5 Vysya, yet an(ter Private Bank (' In$ia #as in-(r+(rate$ in te year 7>@B%
Ban*al(re as a +ri$e (' +la-e '(r avin* te 'irst "ran- in-e+ti(n in te year
7>@A% Git s!--essive years (' +atr(na*e an$ -(nstantly settin* ne# stan$ar$s in
"ankin*, IN5 Vysya Bank as &any -re$its t( its a--(!nt%
16
IN;IAN BAN9ING IN;USTRY
Te In$ian "ankin* &arket is *r(#in* at an ast(nisin* rate, #it Assets e0+e-te$
t( rea- USI7 trilli(n "y ?B7B% An e0+an$in* e-(n(&y, &i$$le -lass, an$
te-n(l(*i-al inn(vati(ns are all -(ntri"!tin* t( tis *r(#t%
Te -(!ntry3s &i$$le -lass a--(!nts '(r (ver @?B &illi(n Pe(+le% In -(rrelati(n
#it te *r(#t (' te e-(n(&y, risin* in-(&e levels, in-rease$ stan$ar$ ('
livin*, an$ a''(r$a"ility (' "ankin* +r($!-ts are +r(&isin* 'a-t(rs '(r -(ntin!e$
e0+ansi(n% Te In$ian "ankin* &arket is *r(#in* at an ast(nisin* rate, #it
Assets e0+e-te$ t( rea- USI7 trilli(n "y ?B7B% An e0+an$in* e-(n(&y, &i$$le
-lass, an$ te-n(l(*i-al inn(vati(ns are all -(ntri"!tin* t( tis *r(#t%
Te In$ian "ankin* In$!stry is in te &i$$le (' an IT rev(l!ti(n, F(-!sin*
(n te e0+ansi(n (' retail an$ r!ral "ankin*% Players are "e-(&in*
17
in-reasin*ly -!st(&er C -entri- in teir a++r(a-, #i- as res!lte$ in
inn(vative &et($s (' (''erin* ne# "ankin* +r($!-ts an$ servi-es% Banks are
n(# reali,in* te i&+(rtan-e (' "ein* a "i* +layer an$ are "e*innin* t(
'(-!s teir attenti(n (n &er*ers an$ a-E!isiti(ns t( take a$vanta*e ('
e-(n(&ies (' s-ale an$J(r -(&+ly #it Basel II re*!lati(n%KIn$ian "ankin*
in$!stry assets are e0+e-te$ t( rea- USI7 trilli(n "y ?B7B an$ are +(ise$ t(
re-eive a *reater in'!si(n (' '(rei*n -a+ital,6 says Prati&a Ra1an, analyst in
CelentHs "ankin* *r(!+ an$ a!t(r (' te re+(rt% KTe "ankin* in$!stry s(!l$
'(-!s (n avin* a s&all n!&"er (' lar*e +layers tat -an -(&+ete *l("ally rater
tan avin* a lar*e n!&"er (' 'ra*&ente$ +layers%L
18
COMANY ROFILE
Ty+e Private, BSE 4 NSE, NYSE
F(!n$e$ 7>:: .as In$!strial -re$it an$ Invest&ent -(r+(rati(n (' In$ia/
2ea$E!arters
ICICI Bank )t$%,
ICICI Bank T(#ers,
Ban$raK!rla
M!&"ai, In$ia
Key +e(+le N Va*!l, K%V% Ka&at, Can$aK(-ar, V Vai$yanatan, Ma$a"iP!ri
In$!stry
Bankin*
Ins!ran-e
Ca+ital Markets an$ allie$ in$!stries
Pr($!-ts )(ans, Cre$it Car$s, Savin*s, Invest&ent vei-les, Ins!ran-e et-%
Reven!e M USD :%<> "illi(n
T(tal assets Rs% @,>><%>: "illi(n .USI 7BB "illi(n/ at Mar- @7, ?BB=%
19
O=ER=IEW
ICICI B'n, .'(r&erly In&ustri'( Cre&it 'n& In-estment C!rp!r'ti!n !)
In&i'/7 ICICI )i&ite$ #as esta"lise$ in 7>:: "y te G(rl$ Bank, te
5(vern&ent (' In$ia an$ te In$ian In$!stry, '(r te +r(&(ti(n (' in$!strial
$evel(+&ent in In$ia "y *ivin* +r(1e-t an$ -(r+(rate 'inan-e t( te in$!stries in
In$ia% ICICI Bank as *r(#n 'r(& a $evel(+&ent "ank t( a 'inan-ial
-(n*l(&erate an$ as "e-(&e (ne (' te lar*est +!"li- 'inan-ial instit!ti(ns in
In$ia% ICICI Bank as 'inan-e$ all te &a1(r se-t(rs (' te e-(n(&y, -(verin*
;,=A= -(&+anies an$ 7;,=:7 +r(1e-ts% As (' Mar- @7, ?BBB, ICICI a$ $is"!rse$
a t(tal (' Rs%7,7@,B<B-r(res, sin-e in-e+ti(n%
ICICI B'n, F'#t Fi(es0
T!t'( 'ssets0 Rs%7A;,?7A-r(re .De-e&"er @7, ?BBA/
Net+!r,0 :@B "ran-es
ATMs0 Over 7,==B
A%r!'& Su%si&i'ries0 Unite$ Kin*$(& an$ Cana$a
A%r!'& %r'n#hes0 Sin*a+(re an$ Barain
Represent'ti-e !))i#es0 Unite$ States, Cina, Unite$ Ara" E&irates, an$
Ban*la$es an$ S(!t A'ri-a%
20
ICICI Bank -!rrently as s!"si$iaries in te Unite$ Kin*$(&, R!ssia an$
Cana$a, "ran-es in Sin*a+(re, Barain, 2(n* K(n*, Sri )anka an$ D!"ai
Internati(nal Finan-e Center an$ re+resentative (''i-es in te Unite$ States,
Unite$ Ara" E&irates, Cina, S(!t A'ri-a an$ Ban*la$es% O!r UK s!"si$iary
as esta"lise$ a "ran- in Bel*i!&% ICICI Bank is te &(st val!a"le "ank in
In$ia in ter&s (' &arket -a+itali,ati(n%
BUSINESS OB:ECTI=ES
=isi!n
T( "e te lea$in* +r(vi$er (' 'inan-ial servi-es in In$ia an$ a &a1(r *l("al "ank%
Missi!n
Ge #ill levera*e (!r +e(+le, te-n(l(*y, s+ee$ an$ 'inan-ial -a+ital t(F
"e te "anker (' 'irst -(i-e '(r (!r -!st(&ers "y $eliverin* i* E!ality, #(rl$C
-lass
Ser-i#e%
E0+an$ te 'r(ntiers (' (!r "!siness *l("ally%
Play a +r(a-tive r(le in te '!ll reali,ati(n (' In$ia3s +(tential%
&aintain a ealty 'inan-ial +r('ile an$ $iversi'y (!r earnin*s a-r(ss
"!sinesses an$ *e(*ra+ies%
Maintain i* stan$ar$s (' *(vernan-e an$ eti-s%
C(ntri"!te +(sitively t( te vari(!s -(!ntries an$ &arkets in #i- #e
(+erate%
Create val!e '(r (!r stake(l$ers%
21
r!&u#t 'n& Ser-i#es
Servi-e an$ "ankin* (' ICICI "ank -ate*(ri,e$ in t( +ers(nal "ankin*, "!siness
"ankin* an$ NRI "ankin* servi-es%
ers!n'( %'n,in8@ De+(sit in '(r& (' savin*, re-!rrin*, ter& $e+(sit, seni(r
-iti,en $e+(sit an$ -il$ren $e+(sit(ry a--(!nt are tere '(r in$ivi$!al -!st(&er
-an als( avail (' teir (!sin*, a!t(&("ile, 'ar& eE!i+&ent, "!siness (r +ers(nal
l(an s-e&e% Pers(nal -lient -an als( invest in &!t!al '!n$s an$ +arti-i+ate in
st(-k tra$in* tr(!* ICICI "ank%
Business %'n,in8 A B!siness "ankin* servi-es (' ICICI Bank are e0a!stive%
Pr(1e-t 'inan-in*, $eal assess&ent, an$ lan$ eval!ati(n are invest&ent "ankin*
servi-es (''ere$ t( -(r+(rate -lients% 5l("al tra$e an$ -as &ana*e&ent
transa-ti(n servi-es 'a-ilitate re&ittan-es an$ re-ei+ts a-r(ss i&+(rtant -ities%
Ca+ital &arket an$ -!st($ial servi-es ena"le "!siness (!ses t( +arti-i+ate in
eE!ity tra$in* an$ trans'er a-r(ss &a1(r st(-k &arkets (' #(rl$%
Cust!mer
ICICI "ank tar*ets all se*&ent (' -!st(&er #it vari(!s ty+es (' +r($!-ts an$
servi-es% I intera-te$ #it a l(t (' -!st(&ers an$ -(lle-t teir 'ee$"a-k (n te
*iven servi-es (' -(&+any, an$ 'ee$"a-k are +(sitive res+(nse 'r(& all +(int ('
vie#% C!st(&ers are "ene'i-iary 'r(& "(t si$es &(netary as #ell as n(n
&(netary% Te "ank tar*ets t( a$$ nearly :BB,BBB -!st(&ers !n$er te ne#
s-e&e in te ne0t (ne year an$ +lans t( (''er a!t( l(ans tr(!* te ne# (nline
-annel in te '!t!re, ICICI BankHs E0e-!tive Dire-t(r, Vai$yanatan, sai$ ere%
As (' n(#, nearly ?A +er -ent (' (!r -!st(&er transa-ti(ns are a++enin* tr(!*
internet% Ge are +ri&arily tar*etin* (!r !r"an -!st(&ers, #( -(nstit!te nearly <B
+er -ent (' (!r t(tal -!st(&erC"ase,L Vai$yanatan sai$%
C(n'(r& t( le*al reE!ire&ents (r -(&+ly #it le*al +r(-essN
22
Pr(te-t an$ $e'en$ ICICI "ankHs (r its a''iliates ri*ts, interests (r +r(+ertyN
En'(r-e te ter&s an$ -(n$iti(ns (' te +r($!-ts (r servi-esN (r
A-t t( +r(te-t te interests (' ICICI "ank, its a''iliates, (r its &e&"ers,
-(nstit!ents (r (' (ter +ers(ns%
ICICI ru&enti'( Li)e Insur'n#e C!mp'n. Limite&
ICICI Pr!$ential li'e Ins!ran-e C(&+any )i&ite$ #as in-(r+(rate$ (n ?Bt 9!ly
?BBB%Te a!t(ri,e$ -a+ital (' te -(&+any is Rs%?@BB &illi(n an$ te +ai$ !+
-a+ital is Rs%7:BB &illi(n% Te -(&+any is 1(int vent!re (' ICICI .<AO/ an$ UK
"ase$ -(&+any Pr!$ential Pl- .?;O/% Te -(&+any #as *rante$ -erti'i-ate ('
re*istrati(n '(r -arryin* "!siness, "y Ins!ran-e Re*!lat(ry an$ Devel(+&ent
A!t(rity (n ?A
t
N(ve&"er ?BBB% It -(&&en-e$ -(&&er-ial (+erati(n 'r(& 7>
t
De-e&"er ?BBB an$ "e-(&in* a lea$in* +rivate se-t(r li'e ins!ran-e -(&+any%
=isi!n 'n& Missi!n
Teir visi(n is t( &ake ICICI Pr!$ential )i'e Ins!ran-e C(&+any te $(&inant
ne# ins!rer in te li'e ins!ran-e in$!stry% Tis tey (+e t( a-ieve tr(!* teir
-(&&it&ent t( e0-ellen-e, '(-!s (n servi-e, s+ee$ an$ inn(vati(n, an$ levera*in*
(!r te-n(l(*i-al e0+ertise%
B!'r& !) ;ire#t!rs
Te ICICI Pr!$ential )i'e Ins!ran-e C(&+any )i&ite$ B(ar$ -(&+rises re+!te$
+e(+le 'r(& te 'inan-e in$!stry "(t 'r(& In$ia an$ a"r(a$%
Sri K%V% Ka&at, Cair&an
Mr% Mark T!-ker
S&t% )alita D% 5!+te
Mr% Danny Bar$in
Mrs% Kal+ana M(r+aria
Sri M%P% M($i
Mr% 9(n Ca(!ette
SriS%P%S!"e$ar, .Alternate Dire-t(r t( Mr% Danny Bar$in/
Mr% Derek St(tt, .Alternate Dire-t(r t( Mr% Mark T!-ker/
S&t% Sika Sar&a, Mana*in* Dire-t(r
23
Mana*e&ent Tea&
Ms% Sika Sar&a, Mana*in* Dire-t(r
Mr% Kevin Gri*t, E0e-!tive Vi-e Presi$ent C Sales 4 Distri"!ti(n
C!rp!r'te O))i#e0
ICCI Pr!li'e T(#ers,
7B=>, A++asaa"MarateMar*,
Pra"a$evi,
M!&"ai ABB B?:%
Ge"site F ###%i-i-i+r!li'e%-(&
ICICI GROU
ICICI =ENTURE
ICICI Vent!re is te lar*est an$ (ne (' te &(st s!--ess'!l +rivate eE!ity an$
Vent!re -a+ital &ana*e&ent -(&+anies in In$ia #it a**re*ate '!n$s !n$er
Mana*e&ent in e0-ess (' USD ? "illi(n% ICICI Vent!re is a s!"si$iary (' ICICI
24
Bank, In$ia3s se-(n$Clar*est "ank #it t(tal assets (' a"(!t USI :;%@ "n .Mar-
@7, ?BB;/ an$ &arket -a+itali,ati(n (' a"(!t USD 7B%= "n .9!ne ?BB;/%
Over te years, ICICI Vent!re as "!ilt an envia"le +(rt'(li( (' -(&+anies in
te se-t(rs (' in'(r&ati(n te-n(l(*y, +ar&a-e!ti-als, "i(te-n(l(*y, &e$ia an$
retail tere"y $eliverin* val!e -(nsistently t( its invest(rs%
ICICI Vent!re as te $istin-ti(n (' &ana*in* a lar*e n!&"er (' e0its in te
C(!ntry% Git (ver 7BB liE!i$ity events, te (r*ani,ati(n as rea+e$ ri-
E0+erien-e an$ is #ell +(siti(ne$ t( an$le IPOs, strate*i- sale an$J(r &er*ers%
ICICI SECURITIES A In&i'Bs Le'&in8 In-estment B'n,
ICICI Se-!rities )i&ite$ is In$ia3s lea$in* '!ll servi-e invest&ent "ank #it a
D(&inant +(siti(n in all se*&ents (' its (+erati(ns C C(r+(rate Finan-e, Fi0e$
In-(&e an$ EE!ities% It is a s!"si$iary (' ICICI Bank, te lar*est +rivate se-t(r
"ank in In$ia an$ (+erates (!t (' M!&"ai #it (''i-es in Ne# Deli, Cennai,
K(lkata, Ne# Y(rk, )(n$(n an$ Sin*a+(re% Un$er te a"le lea$ersi+ (' Mr% S%
M!ker1i, Mana*in* Dire-t(r an$ CEO, ICICI Se-!rities -(ntin!es t( *r(# as
re'le-te$ in its +er'(r&an-e (ver te +ast -(!+le (' years%
Te C(r+(rate Finan-e tea& as -(nsistently "een a&(n* te t(+ +layers in
M4As an$ '!n$ raisin* 'r(& $(&esti- an$ internati(nal -a+ital &arkets% Te
EE!ities tea& is a &a1(r In$ian "r(kera*e (!se an$ its resear- -(vers (ver >BO
(' Sense0 &arket -a+itali,ati(n% Te "(n$ resear- (' te Fi0e$ In-(&e tea& is a
"en-&ark '(r te in$!stry%
25
ICICI B'n, r!&u#t & Cust!mer Se8ment0
ERSONAL BAN9ING
L!'n r!&u#t ;ep!sit r!&u#t In-estment & Insur'n#e
A!t( )(an
)(an A*ainst
Se-!rity
)(an A*ainst
Pr(+erty
Pers(nal l(an
Cre$it -ar$
?C#eeler l(an
C(&&er-ial
vei-les 'inan-e
2(&e l(ans
Retail "!siness
"ankin*
Tra-t(r l(an
G(rkin* Ca+ital
Finan-e
C(nstr!-ti(n
EE!i+&ent
Finan-e
2ealt Care
Finan-e
E$!-ati(n )(an
5(l$ )(an
Savin* aJ-
C!rrent aJ-
Fi0e$ $e+(sit
De&at aJ-
Sa'e De+(sit
)(-kers
M!t!al F!n$
B(n$s
Kn(#le$*e Centre
Ins!ran-e
5eneral an$ 2ealt
Ins!ran-e
EE!ity an$
Derivatives
M!$ra 5(l$ Bar
26
RO;UCT
ICICI Bank (''ers #i$e variety (' De+(sit Pr($!-ts t( s!it y(!r reE!ire&ents%
C(!+le$ #it -(nvenien-e (' net#(rke$ "ran-esJ ATMs an$ 'a-ility (' EC
-annels like Internet an$ M("ile Bankin*, ICICI Bank "rin*s "ankin* at y(!r
$((rste+% Sele-t any (' (!r $e+(sit +r($!-ts an$ +r(vi$e y(!r $etails (nline an$
(!r re+resentative #ill -(nta-t y(! '(r A--(!nt O+enin*%
SA=ING ACCOUNTS
ICICI Bank (''ers y(! a +(#er +a-ke$ Savin*s A--(!nt #it a (st
(' -(nvenient 'eat!res an$ "ankin* -annels t( transa-t tr(!*% S(
n(# y(! -an "ank at y(!r -(nvenien-e, #it(!t te stress (' #aitin*
in E!e!es
SENIOR CITICEN SER=ICES
Ge !n$erstan$ tat as y(! rea- te a*e t( retire, y(! $( ave
-ertain -(n-erns P #eter y(!r ar$ earne$ &(ney is sa'e an$
se-!re P #eter y(!r invest&ents *ive y(! te kin$ (' ret!rns
tat y(! nee$% TatHs #y #e ave an i$eal Bankin* Servi-e '(r t(se #( are ;B
years an$ a"(ve% Te Seni(r Citi,en Servi-es 'r(& ICICI Bank as several
a$vanta*es tat are tail(re$ t( "rin* &(re -(nvenien-e an$ en1(y&ent in y(!r li'e%
YOUNG STARS
27

ItHs really i&+(rtant t( el+ -il$ren learn te val!e (' 'inan-es an$ &(ney
&ana*e&ent at an early a*e% Bankin* is a seri(!s "!siness, "!t #e &ake "ankin* a
+leas!re an$ at te sa&e ti&e -il$ren learn (# t( &ana*e teir +ers(nal
'inan-es%
FI>E; ;EOSITS
Sa'ety, Fle0i"ility, )iE!i$ity an$ Ret!rnsQQQQ A -(&"inati(n ('
!n"eata"le 'eat!res (' te Fi0e$ De+(sit 'r(& ICICI Bank%
RECURRING ;EOSITS
Gen e0+enses are i*, y(! &ay n(t ave a$eE!ate '!n$s t( &ake "i*
invest&ents% B!t si&+ly *(in* aea$ #it(!t savin* '(r te '!t!re is n(t
an (+ti(n '(r y(!% Tr(!* ICICI Bank Re-!rrin* De+(sit y(! -an invest
s&all a&(!nts (' &(ney every &(nt tat en$s !+ #it a lar*e savin* (n
&at!rity% S( y(! en1(y t#in a$vanta*esC a''(r$a"ility an$ i*er earnin*s
HO"E #OAN
Te N(% 7 2(&e )(ans Pr(vi$er in te -(!ntry, ICICI Bank 2(&e
)(ans (''ers s(&e !n"eata"le "ene'its t( its -!st(&ers C D((rste+
Servi-e, Si&+li'ie$ D(-!&entati(n an$ 5!i$an-e tr(!*(!t te
Pr(-ess% ItHs really easyQ
ERSONAL LOANS
I' y(!Hre l((kin* '(r a +ers(nal l(an tatHs easy t( *et, y(!r sear-
en$s ere% ICICI Bank Pers(nal )(ans are easy t( *et an$ a"s(l!tely
28
assle 'ree% Git &ini&!& $(-!&entati(n y(! -an n(# se-!re a l(an '(r an
a&(!nt !+ t( Rs% 7: laks
CAR LOAN
Te NO 7 'inan-ier '(r -ar l(ans in te -(!ntry%Net#(rk (' &(re
tan 7:BB -annel +artners in (ver <=B l(-ati(ns% TieC!+s #it all
lea$in* a!t(&("ile &an!'a-t!rers t( ens!re te "est $eals% Fle0i"le
s-e&es 4 E!i-k +r(-essin*% 2assleC'ree a++li-ati(n +r(-ess (n te -li-k (' a
&(!se%
COMMERCIAL =EHICLE LOANS
Ran*e (' servi-es (n e0istin* l(ans 4 e0ten$e$ +r($!-ts like
'!n$in* (' ne# vei-les, re'inan-e (n !se$ vei-les, "alan-e
trans'er (n i* -(st l(ans, t(+ !+ (n e0istin* l(ans, E0ten$ +r($!-t,
#(rkin* -a+ital l(ans 4 (ter "ankin* +r($!-ts%
TWO WHEELER LOANS
Avail attra-tive s-e&es at -(&+etitive interest rates 'r(& te N( 7
Finan-ier '(r T#( Geeler )(ans in te -(!ntry% Finan-e 'a-ility !+
t( >BO (' te On R(a$ C(st (' te vei-le, re+aya"le in -(nvenient
re+ay&ent (+ti(ns an$ -(&'(rta"le ten(rs 'r(& ; &(nts t( @; &(nts% Ri$e
(&e (n y(!r Drea& T#( Geeler #it (!r assle 'ree 'inan-e%
FARM EDUIMENT LOANS
Pre'erre$ 'inan-ier '(r al&(st all lea$in* tra-t(r &an!'a-t!rers in
te -(!ntry% Fle0i"le re+ay&ent (+ti(ns in tan$e& #it te 'ar&erHs
29
seas(nal liE!i$ity% M(ntly, R!arterly an$ 2al'Cyearly re+ay&ent +atterns t(
-((se 'r(&% C(&'(rta"le re+ay&ent ten!res 'r(& 7 year t( > year
CRE;IT CAR;S
ICICI Bank Cre$it Car$s *ive y(! te 'a-ility (' -as, -(nvenien-e
an$ a ran*e (' "ene'its, any#ere in te #(rl$% Tese "ene'its ran*e
'r(& li'e ti&e 'ree -ar$s, Ins!ran-e "ene'its, *l("al e&er*en-y
assistan-e servi-e, $is-(!nts, !tility +ay&ents, travel $is-(!nts an$ &!- &(re%
;EBIT CAR;S
Te ICICI Bank De"it Car$ is a rev(l!ti(nary '(r& (' -as tat
all(#s -!st(&ers t( a--ess teir "ank a--(!nt ar(!n$ te -l(-k,
ar(!n$ te #(rl$% Te ICICI Bank De"it Car$ -an "e !se$ '(r
s(++in* at &(re tan 7BB,BBB &er-ants in In$ia an$ 7@ &illi(n &er-ants
#(rl$#i$e%
TRA=EL CAR;
Presentin* ICICI Bank Travel Car$%Te 2assle Free #ay t( Travel
te #(rl$% Travelin* #it US D(llar, E!r(, P(!n$ Sterlin* (r S#iss
Fran-sN )((kin* '(r se-!rity an$ -(nvenien-eN take ICICI Bank
Travel Car$% Iss!e$ in $!+li-ate% O''ers te Pin "ase$ se-!rity% 2as te
-(nvenien-e (' !sa*e (' Cre$it (r De"it -ar$%
RE AI; CAR;S
ICICI Bank "rin*s t( y(! a -(&+lete "(!E!et (' +reC+ai$ -ar$s
+r(vi$in* +ay&ent s(l!ti(ns at y(!r 'in*erti+s% ICICI Bank +reC+ai$
-ar$s are a sa'e 4 -(nvenient #ay '(r ass(-iate +ay&ents,
30
$is"!rse&ents, *i'tin* 4 s&all ti-ket transa-ti(ns% PreC+ai$ -ar$s are availa"le (n
a VISA +lat'(r& t!s +r(vi$in* a--essi"ility t( (ver (ne lak &er-ant
esta"lis&ents 4 -as #it$ra#al 'r(& all VISA ATMs in In$ia%
In-estments
At ICICI Bank, #e -are a"(!t all y(!r nee$s% Al(n* #it De+(sit +r($!-ts an$
)(an (''erin*s, ICICI Bank assists y(! t( &ana*e y(!r 'inan-es "y +r(vi$in*
vari(!s invest&ent (+ti(ns ran*in* 'r(& ICICI Bank Ta0 Savin* B(n$s t( EE!ity
Invest&ents tr(!* Initial P!"li- O''ers an$ Invest&ent in P!re 5(l$% ICICI
Bank 'a-ilitates '(ll(#in* invest&ent +r($!-tsF
ICICI Bank Ta0 Savin* B(n$s
5(vern&ent (' In$ia B(n$s
Invest&ent in M!t!al F!n$s
Initial P!"li- O''ers "y C(r+(rate
Invest&ent in LP!re 5(l$L
F(rei*n E0-an*e Servi-es
Seni(r Citi,ens Savin*s S-e&e, ?BBA
Y(! -an invest in a"(ve +r($!-ts tr(!* any (' (!r "ran-es% F(r sele-t +r($!-ts
ICICI Bank als( +r(vi$es te ease (' investin* tr(!* ele-tr(ni- -annels like
ATMs an$ Internet .ICICI$ire-t%-(&/
31
STRENGHTS
7/ On(ine Ser-i#esF ICICI Bank +r(vi$es (nline servi-es (' all it3s "ankin*
'a-ilities% It als( +r(vi$es DCMart a--(!nt 'a-ilities (nCline, s( a +ers(n -an a--ess
is a--(!nt 'r(& any#ere e is%
SDCMart is a $e&ateriali,e$ a--(!nt (+ene$ "y a salarie$ +ers(n '(r
+!r-ase 4 sale (' sares (' $i''erent -(&+anies%T
?/ A&-'n#e& In)r'stru#tureF Bran-es (' ICICI Bank are #ell eE!i++e$ #it
a$van-e$ te-n(l(*y t( +r(vi$e te -!st(&ers #it taster "ankin* servi-es% All
te -(&+!teri,e$ &a-ines are l(-ate$ in s!ita"le &anner 4 are very !se'!l t( te
-!st(&ers 4 sta'' (' te "ank%
@/ Frien&(. St'))0 Te sta'' (' ICICI Bank in all "ran-es is very 'rien$ly 4 el+
te -!st(&ers in all -ases% Tey +r(vi$e 'aster servi-es al(n* #it "(n$in* 4
+ers(nal relati(nsi+ #it te -!st(&ers%
A/ 54 hrs7 B'n,in8 ser-i#es0 C(&+are$ t( (ter "ank ICICI "ank +r(vi$es l(n*
rs% (' servi-es i%e% =C= servi-es t( te -!st(&ers% Tis servi-e is (ne (' it3s kin$ 4
is very el+'!l '(r te -!st(&ers #( are in !r*ent nee$ (' &(ney%
:/ Other F'#i(ities t! the Cust!mers & Emp(!.ees0 ICICI Bank als( +r(vi$es
(ter 'a-ilities like $rinkin* #ater 'a-ilities, +r(+er sittin* arran*e&ents t( te
-!st(&ers% An$ tere are als( +r(+er Ventilati(n 4 sanitary 'a-ilities '(r te
e&+l(yees (' te "ank%
;/ L'te ni8ht ATM ser-i#es0 ICICI "ank +r(vi$es late ni*t ATM servi-es t( te
-!st(&ers% Te ATM -enters (' ICICI "ank #(rks even a'ter 77FBB+&% at ni*t in
-ertain "ran-es%
32
We',ness
7/ Hi8h B'n, Ser-i#e Ch'r8es0 ICICI "ank -ar*es i*ly t( -!st(&ers '(r
te servi-es +r(vi$e$ "y te& #en -(&+are$ t( (ter "ank 4 tat is #y it is
(nly in te rea- (' i*er -lass (' s(-iety%
?/ Less Cre&it eri!&0 ICICI "ank +r(vi$es -re$it 'a-ilities "!t (nly !+t(
li&ite$ +eri($% Even #en te -re$it +eri($ is n(t (ver it sen$s re&in$er letters
t( te -!st(&ers #i- &ay ann(y te&%
OORTUNITIES
7/ B'n, AInsur'n#e ser-i#es0 Te "ank s(!l$ als( +r(vi$e ins!ran-e servi-es%
Tat &eans te "ank -an ave a tieC!+ #it a ins!ran-e -(&+any% Te "ank #ill
a$vertise 4 +r(&(te te $i''erent +(li-ies intr($!-e$ "y te ins!ran-e -(&+any 4
-(nvin-e teir -!st(&ers t( "!y ins!ran-e +(li-ies%
?/ In#re'se in per#ent'8e !) Returns !n in#re'se0 Te "ank s(!l$ +r(vi$e
i*er ret!rns (n $e+(sits in -(&+aris(n (' te +resent sit!ati(n% Tis #ill als(
!+t( lar*e e0tent el+ te "ank earn +r('its 4 +(+!larity%
@/ Re#ruit pr!)essi!n'((. 8ui&e& stu&ents0 Bank 4 Ins!ran-e is a s+e-ial n(nC
ai$ -(!rse #ere te st!$ents s+e-iali,e in te '!n-ti(nin* 4 servi-es (' te "ank
4 als( are kn(#le$*e a"(!t vari(!s ta0 +(li-ies% Te "ank -an re-r!it tese
st!$ents tr(!* tieC!+s #it -(lle*es% S!- st!$ents #ill s!rely +r(ve as an asset
t( te "ank%
33
A/ Ass!#i'te +ith s!#i'( #'use0 Te "ank -an als( ass(-iate itsel' #it s(-ial
-a!ses like +r(vi$in* relie' ai$ +atients, '!n$in* t(#ar$s nat!ral -ala&ities% B!t
tis 'alls in te A
t
E!a$rant s( te "ank s(!l$ ne*le-t it%
THREATS
7/ C!mpetiti!nF ICICI Bank is 'a-in* ti*t -(&+etiti(n l(-ally as #ell as
internati(nally% Bank like CITI Bank, 2SBC, ABM, Stan$ar$ Cartere$, 2DFC
als( +r(vi$e eE!ivalent 'a-ilities like ICICI $( an$ als( ICICI $( n(t ave
-(nsisten-y in its internati(nal (+erati(n%
?/ Net Ser-i#es0 ICICI Bank +r(vi$es all kin$ (' servi-es (nCline% Tere -an "e
easy a--ess t( te eC&ail i$s (' te -!st(&ers tr(!* #r(n* +e(+le% Te
-(n'i$ential in'(r&ati(n (' te -!st(&ers -an "e leake$ easily tr(!* te eC&ail
i$s%
@/ ;e#entr'(i?e& M'n'8ement0 Ea- "ran- &ana*er is *iven te a!t(rity ('
takin* $e-isi(ns in teir res+e-tive "ran-es% Te $e-isi(ns &a$e "y $i''erent
&ana*ers are $iverse an$ any (ne #r(n* $e-isi(n -an lai$ t( eavy l(sses t( te
"ank%
A/ N! r!per F'#i(ities t! Une&u#'te& #ust!mers0 ICICI Bank +r(vi$es all
servi-es tr(!* ele-tr(ni- -(&+!teri,e$ &a-ines% Tis -reates +r("le&s t( te
less e$!-ate$ +e(+le% B!t tis treat 'alls in te A
t
E!a$rant s( its ne*li*i"le% Te
-(&+any -an av(i$ tis treat%
34
COMANY EFFORTS TO ENSURE CUSTOMER SATISFACTION
Cust!mer S'tis)'#ti!n0
C!st(&er satis'a-ti(n is eE!ivalent t( &akin* s!re tat +r($!-t an$ servi-e
+er'(r&an-e &eets -!st(&er e0+e-tati(ns% It is te +er-e+ti(n (' te -!st(&er tat
te (!t-(&e (' a "!siness transa-ti(n is eE!al t( (r *reater tan isJer
e0+e-tati(n% C!st(&er satis'a-ti(n (--!rs #en te a-E!isiti(n (' +r($!-ts an$ J(r
servi-es +r(vi$es a &ini&!& ne*ative $e+art!re 'r(& e0+e-tati(ns #en
-(&+are$ #it (ter a-E!isiti(ns an$ #en te &ar*inal !tility (' a transa-ti(n is
eE!al t( (r *reater tan +re-e$in* a-E!isiti(ns%
C!st(&er satis'a-ti(n (--!rs #en te +er-e+ti(n (' te re#ar$ 'r(& te +!r-ase
(' *(($s (r servi-es "y te -!st(&er &eets (r e0-ee$s isJer +er-eive$ sa-ri'i-e%
Te +er-e+ti(n is a -(nseE!en-e (' &at-in* +ast +!r-ase an$ -(ns!&+ti(n
e0+erien-e #it te -!rrent +!r-ase%
Cust!mer Ser-i#e 'n& S'tis)'#ti!n0
Gen #e talk a"(!t -!st(&er servi-e an$J(r satis'a-ti(n, #e talk a"(!t -reativity%
Creativity all(#s !s t( an$le (r $i''!se +r("le&s at an$ (r later (n rater in te
+r(-ess (' -(n$!-tin* te every$ay "!siness% Ge talk a"(!t (#, (r #at, $(es
te (r*ani,ati(n ave t( $( t( *ain n(t (nly te sale "!t als( te l(yalty (' te
-!st(&er% Ge #ant t( kn(# te +ay('' (' te transa-ti(n "(t in te s(rt an$
l(n* ter&% Ge #ant t( kn(# #at (!r -!st(&ers GantU Ge #ant t( kn(# i' (!r
-!st(&ers are satis'ie$% Satis'a-ti(n, O' -(!rse, &eans tat #at #e $elivere$ t( a
-!st(&er &et te -!st(&er3s A++r(val% Ge #ant t( kn(# i' -!st(&ers are
$eli*te$ an$ #illin* t( -(&e
E&+l(yees &!st a$ere t( a ri*i$ -ain (' -(&&an$
E&+l(yees are -l(sely s!+ervise$
C(n'li-tVin #atever '(r&Vis n(t all(#e$
Re#ar$s are "ase$ (n -arr(tCan$Csti-k +rin-i+les
35
Gr(n* ("1e-tives are &eas!re%
Le-e( 5,E0+e-tati(ns are very si&+le an$ take te '(r& (' ass!&+ti(ns, &!st
ave, (r take it '(r *rante$% F(r e0a&+le, I e0+e-t te airline t( "e a"le t( take ('',
'ly t( &y $estinati(n, an$ lan$ sa'ely% I e0+e-t t( *et te -(rre-t "l(($ '(r &y
"l(($ trans'!si(n an$ I e0+e-t te "ank t( $e+(sit &y &(ney t( &y a--(!nt an$ t(
kee+ a -(rre-t tally '(r &e%
Le-e( 4%E0+e-tati(ns are a ste+ i*er tan tat (' level 7 an$ tey reE!ire s(&e
'(r& (' satis'a-ti(n tr(!* &eetin* te reE!ire&ents an$J(r s+e-i'i-ati(ns% F(r
e0a&+le, I e0+e-t t( "e treate$ -(!rte(!sly "y all airline +ers(nnel% I #ent t( te
(s+ital e0+e-tin* t( ave &y ernia re+aire$, t( "e in s(&e +ain a'ter it #as
$(ne, t( "e (!t (n te sa&e $ay, an$ t( re-eive a -(rre-t"ill% An$ I #ent t( te
"ank e0+e-tin* te "ank teller t( "e 'rien$ly, in'(r&ative, an$ el+'!l #it &y
transa-ti(ns%
Cust!mer s'tis)'#ti!n sur-e.s he(p t!0
I&+r(ve -!st(&er, -lient, (r e&+l(yee l(yalty%
Rea-t E!i-kly t( -an*es in te &arket%
I$enti'y an$ -a+itali,e (n (++(rt!nities%
Beat te -(&+etiti(n%
Retain (r *ain &arket sare%
In-rease reven!e%
Re$!-e -(sts%
COMANYBS EFFORT TO ENSURE SATISFACTION OF CUSTOMERS0
O%"e#ti-es !) ICICI
Pr(&(te *(($ an$ 'air "ankin* +ra-ti-es "y settin* &ini&!&
stan$ar$s in $ealin* #it y(!
In-rease trans+aren-y s( tat y(! -an ave a "etter !n$erstan$in* ('
#at y(! -an reas(na"ly e0+e-t (' te servi-esN
En-(!ra*e &arket '(r-es, tr(!* -(&+etiti(n, t( a-ieve i*er
(+eratin* stan$ar$sN
36
Pr(&(te a 'air an$ -(r$ial relati(nsi+ "et#een y(! an$ y(!r "ankN
F(ster -(n'i$en-e in te "ankin* syste&
T( 2el+ Y(! T( Un$erstan$ 2(# O!r Finan-ial Pr($!-ts An$ Servi-es G(rk ByF
5ivin* y(! in'(r&ati(n a"(!t te& in any (ne (r &(re (' te '(ll(#in*
lan*!a*esF 2in$i, En*lis (r te a++r(+riate l(-al lan*!a*e%
Ens!rin* tat (!r a$vertisin* an$ +r(&(ti(nal literat!re is -lear an$ n(t
&islea$in*
Ens!rin* tat y(! are *iven -lear in'(r&ati(n a"(!t (!r +r($!-ts an$
servi-es, te ter&s an$ -(n$iti(ns an$ te interest ratesJservi-e -ar*es,
#i- a++ly t( te&%
5ivin* y(! in'(r&ati(n (n #at are te "ene'its t( y(!, (# y(! -an avail
(' te "ene'its, #at are teir 'inan-ial i&+li-ati(ns an$ #(& y(! -an
-(nta-t '(r a$$ressin* y(! E!eries%
T! He(p Y!u Use Y!ur A##!unt Or Ser-i#e B.0
Pr(vi$in* y(! re*!lar a++r(+riate !+$ates%
Kee+in* y(! in'(r&e$ a"(!t -an*es in te interest rates, -ar*es (r ter&s
an$ -(n$iti(ns%
In)!rm'ti!n
Y(! -an *et in'(r&ati(n (n interest rates, -(&&(n 'ees an$ -ar*es tr(!* any
(ne (' te '(ll(#in*F
)((kin* at te n(ti-es in (!r "ran-es N
P(nin* (!r "ran-es (r el+ClinesN
)((kin* (n (!r #e"siteN
Askin* (!r $esi*nate$ sta''Jel+ $esk N(r
Re'errin* t( te servi-e *!i$eJT'ri)) S#he&u(e7
Be)!re Y!u Be#!me ' Cust!mer +e +i((0
*ive y(! -lear in'(r&ati(n e0+lainin* te key 'eat!res (' te servi-es an$
+r($!-ts y(! tell !s y(! are intereste$ inN
37
*ive y(! in'(r&ati(n (n any ty+e (' +r($!-ts an$ servi-es #i- #e (''er
an$ tat &ay s!it y(!r nee$sN
tell y(! i' #e (''er +r($!-ts an$ servi-es in &(re tan (ne #ay S'(r
e0a&+le, tr(!*
ATMs, (n te Internet, (ver te +(ne, in "ran-es an$ s( (nT an$ tell y(!
(# t( 'in$ (!t &(re a"(!t te&N
tell y(! #at in'(r&ati(n #e nee$ 'r(& y(! t( +r(ve y(!r i$entity an$
a$$ress, '(r !s t( -(&+ly #it le*al, re*!lat(ry an$ internal +(li-y
reE!ire&ents%
A&-ertisin8, M'r,etin8 'n& S'(es
Ge #ill &ake s!re tat all a$vertisin* an$ +r(&(ti(nal &aterial is -lear,
an$ n(t &islea$in*%
In any a$vertisin* in any &e$ia an$ +r(&(ti(nal literat!re tat $ra#s
attenti(n t( "ankin* servi-e (r +r($!-t an$ in-l!$es a re'eren-e t( an
interest rate, #e #ill als( in$i-ate #eter (ter 'ees an$ -ar*es #ill a++ly
an$ tat '!ll $etails (' te relevant ter&s an$ -(n$iti(ns are availa"le (n
reE!est%
I' #e avail (' te servi-es (' tir$ +arties '(r +r(vi$in* s!++(rt servi-es, #e
#ill reE!ire tat s!- tir$ +arties an$le y(!r +ers(nal in'(r&ati(n .i' any
availa"le t( s!- tir$ +arties/ #it te sa&e $e*ree (' -(n'i$entiality an$
se#urit. as #e #(!l$%
Ge &ay, 'r(& ti&e t( ti&e, -(&&!ni-ate t( y(! vari(!s 'eat!res (' (!r
+r($!-ts availe$ "y y(!% In'(r&ati(n a"(!t (!r (ter +r($!-ts (r
+r(&(ti(nal (''ers in res+e-t (' (!r +r($!-tsJservi-es, #ill "e -(nveye$ t(
y(! (nly i' y(! ave *iven y(!r -(nsent t( re-eive s!- in'(r&ati(nJ
servi-e eiter "y &ail (r "y re*isterin* '(r te sa&e (n (!r #e"site (r (n
(!r +(ne "ankin*J-!st(&er servi-e n!&"er%
ri-'#. 'n& C!n)i&enti'(it.
Ge #ill treat all y(!r +ers(nal in'(r&ati(n as +rivate an$ -(n'i$ential Seven
#en y(! are n( l(n*er a -!st(&erT, an$ sall "e *!i$e$ "y te '(ll(#in*
+rin-i+les an$ +(li-ies%
38
;ATA ANALYSIS AN; INTERRETATION
50@Whi#h !) the )!((!+in8 'ttri%utes #!mpe((e& .!u t! m!st !pen s'-in8
'##!unt in 'n. %'n,E
39

$:%&hich t'(e of )er*ice (refer) the +o)t ,' 'ou-
.:%&hich of follo/ing ,an0) do 'ou ha*e account-
40
1:%/hat t'(e of account do 'ou ha*e in ,an0-
41
2:%Ho/ +an' )er*ice) offered ,' 'our ,an0) ha*e ,een U)e ,' 'ou-
19
27
22
47
0
10
20
30
40
50
Demat A/ C Matual Fund E- transactin !" # $"
Customer Using Services Offered by Their
Bank
Custmer %sin& 'er(ices
)**ered +, -.eir /an0
FIN;INGS
42
7% It #as '(!n$ 'r(& te st!$y tat "ank "elieves in E!ality servi-e rater tan
E!antity (' servi-e%
?% Te (''i-ials e&+l(ye$ are very &!- ent!siasti- a"(!t teir 1("%
@% Te (''i-ials try t( &ake "est relati(n #it te -!st(&ers%
A% Tere is se+arate -(!nter '(r NRI servi-es%
:% Te li&it (' -as va!lt is Rs% 7B, BB,BBB '(r a $ay%
;% Te re*isters an$ 'iles are &aintaine$ (n a $aily "asis%
<% Te re*isters are &aintaine$ in a #ell (r*ani,e$ &anner%
=% Te &arketin* strate*y (' te "ank is very attra-tive%
>% Te "ank al#ays tries t( attra-t -!st(&ers #it inn(vative (''ers%
7B% Te "ank is very keen t( i&+le&ent :Hs +lan in all its "ran-%
77% ICICI an$ SBI -re$it $e+(sit rati( is (n te si$e t(!* ICICI "anks s(# a
little $e-reasin* tren$ t( te e0tent (' ?%?A O Over &ar?BB< W &ar ?BB=%
SUGGESTIONS
43
A% Best +lay in a "!(yant envir(n&ent Fav(ra"le &a-r(, "!(yant Market relate$
reven!es an$ a "eni*n envir(n&ent '(r asset E!ality%
7X ICICI as a +layer '(-!se$ (n &aintainin* an$ J(r i&+r(vin* Market sare in
key "!siness se*&ents, +arti-!larly retail len$in*C Gill, in (!r vie#, "ene'it
i&&ensely '(r& a +(sitive (+eratin* Envir(n&ent%
?% ICICI is vie#e$ as it is "ene'ite$ 'r(& te +r(-y-li-ality e''e-t (' te
e-(n(&i- -y-le as its "(rr(#ers in te le*a-y +r(1e-t 'inan-in* A-tivity #itnesse$
teir $e"t servi-in* a"ility in-reasin* -(nsi$era"ly% It is "elieve$ tat te
+r('ita"ility (' tis se*&ent as i&+r(ve$ as a Res!lt (' l(#er l(an l(ss
+r(visi(ns an$ l(#er ta0a"le rates (' In-(&e 'r(& tis s(!r-e% E0+e-tati(ns are (n
te +r( -y-li-al "ene'it, t( -(ntin!e an$ en-e +r('ita"ility (' le*a-y len$in* t( "e
s!staine$ at levels seen earlier%
@% Market relate$ reven!es are "elieve$ t( -(ntri"!te 7AO C 7:O t( ICICIBHs
(+eratin* reven!es an$ ave "((ste$ its +reC+r(visi(n R( AA% B!(yant
envir(n&ent t( s!stain te -(ntri"!ti(n 'r(& &arket Crelate$ reven!es is e0+e-te$
an$ en-e te (+eratin* +r('ita"ility%
A% Pri-in* +(#er in -(ns!&er 'inan-in* se*&ent +r('ita"ility A*ainst +(tential
s(-ks%
:% ICICIB en1(ys a $(&inant &arket +(siti(n a-r(ss -!st(&er Cate*(ries in retail
len$in*% Te str(n* &arket +(siti(n an$ r("!st De&an$ '(r -(ns!&er 'inan-in*
vests si*ni'i-ant +ri-in* +(#er Git ICICIB is "elieve$ eiter "y all(#in* a ike
in len$in* rats, Ne*(tiatin* i*er s!"venti(n '(r& &an!'a-t!rers (' -!ttin*
Distri"!ti(n -(sts%
44
CONCLUSION
T!s, ICICI as "een a"le t( !se te-n(l(*y t( +r(vi$e val!eCa$$e$ servi-e t( its
-!st(&ers $!rin* te last 'e# years% F(r ICICI, te-n(l(*y is an inte*ral +art ('
teir "!siness% 2(#ever, teir (verall +r(*ress -(!l$ ave "een s&((ter "!t '(r
-ertain internal an$ e0trane(!s 'a-t(rs an$ als( a +ress!re (n s+rea$ $!e t( a
-(&+etitive &arket .Ann!al re+(rt, ?BBB YB7/% EC"ankin* as "e-(&e a ne-essary
s!rvival #ea+(n an$ is '!n$a&entally -an*in* te "ankin* in$!stry #(rl$#i$e%
T($ay, te -li-k (' te &(!se (''ers -!st(&ers "ankin* servi-es at a &!- l(#er
-(st an$ als( e&+(#ers te& #it !n+re-e$ente$ 'ree$(& in -((sin* ven$(rs
'(r teir 'inan-ial servi-e nee$s% N( -(!ntry t($ay as a -(i-eC #eter t(
i&+le&ent EC"ankin* (r n(t *iven te *l("al an$ -(&+etitive nat!re (' te
e-(n(&y% ICICI ave t(+ *ra$e an$ -(nstantly tink (' ne# inn(vative
-!st(&i,e$ +a-ka*es an$ servi-es t( re&ain -(&+etitive% Te invasi(n (' "ankin*
"y te-n(l(*y as -reate$ an in'(r&ati(n a*e an$ -(&&($iti,ati(n (' "ankin*
servi-es% ICICI ave -(&e t( reali,e tat s!rvival in te ne# eCe-(n(&y $e+en$s
(n $eliverin* s(&e (r all (' teir "ankin* servi-es (n te Internet #ile
-(ntin!in* t( s!++(rt teir tra$iti(nal in'rastr!-t!re% Te rise (' EC"ankin* is
re$e'inin* "!siness relati(nsi+s an$ te &(st s!--ess'!l "anks #ill "e t(se tat
-an tr!ly stren*ten teir relati(nsi+ #it teir -!st(&ers% Git(!t any $(!"t, te
internati(nal s-(+e (' EC"ankin* +r(vi$es ne# *r(#t +ers+e-tives an$ Internet
"!siness is a -atalyst '(r ne# te-n(l(*ies an$ ne# "!siness +r(-esses%
45
BIBLIOGRAHY
###%r"i%(r*%in
###%&(ney-(ntr(l%-(&
###%nsein$ia%-(&
###%i-i-i"ank%-(&
E-(n(&i- ti&es
B!siness #(rl$
APPENDI8
46
Duesti!nn'ires
;e'r sirF m'&'m,
I a& +lease$ t( intr($!-e &ysel' as a BBA stuent as a +art (' &y -!rri-!l!&! I
am conucting a stu) on 34u)to+er )ati)faction to/ard) I4I4I BAN at
Bhu,an)/er56
S(, I ere"y reE!est y(! kin$ly s+are y(!r val!a"le ti&e t( 'ill tis E!esti(nnaire,
#i- #ill el+ &e in &y +r(1e-t #(rk%
.Please &ark "or te relevant "(0/
Na&eF WWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWW
A$$ressF WWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWW
P(neCN(F WWWWWWWWWWWWWWWWWWW
57 Whi#h O) The F!((!+in8 Attri%utes C!mpe((e& Y!u T! M!st Open S'-in8 A##!unt In
An. B'n,E
ATM Che*ue B!!, Internet B'n,in8 W!r,in8 H!ur
='(ue A&&e& Ser-i#es
47 Whi#h T.pe O) Ser-i#e re)ers The M!st B. Y!uE
ATM C!re B'n,in8 Internet B'n,in8 M!%i(e B'n,in8 Ret'i( B'n,in8
37 Whi#h O) F!((!+in8 B'n,s ;! Y!u H'-e A##!untE
SBI ICICI AGis H;FC Other
H7 Wh't T.pe O) A##!unt ;! Y!u H'-e In B'n,E
S'-in8 Current F; Other
47
17 H!+ M'n. Ser-i#es O))ere& B. Y!ur B'n,s H'-e Been Use& B. Y!uE
;EMAT 'F# Mutu'( Fun& E@Tr'ns'#ti!n LI&GI

THAN9ING YOU FOR SARRING YOUR =ALUABLE TIME AN;
THOUGHT7
48