Professional Documents
Culture Documents
&
INTERPRETATION
No. of Respondent
Percentage
SBI
85
85%
ICICI
15
15%
90%
85%
80%
70%
60%
50%
40%
30%
20%
15%
10%
0%
SBI
ICICI
From the above table and bar graph show that 85% majority of people have
account in SBI in comparison to ICICI.
No. of Respondent
Percentage
SBI
60
60%
ICICI
40
40%
From the above table and bar graph show that 60% majority of people
choose SBI for security purpose.Q. 3 Which bank open and activate any account
with in 3 days.
Bank
No. of Respondent
Percentage
SBI
35
35%
ICICI
65
65%
From the above table and bar graph show that 35% majority of people are agree
with SBI in comparison to ICICI. According to Scheme code.Q. 4 Which banks
provide better services for students.
Bank
No. of Respondent
Percentage
SBI
85
85%
ICICI
15
15%
From the above table and bar graph show that 85% majority of people agree with
SBI in comparison to ICICI for better services for student.Q. 5 In which bank you
applied for any loan ?
Bank
No. of Respondent
Percentage
SBI
75
75%
ICICI
25
25%
From the above table and bar graph show that 75% majority of people have
account in SBI.Q. 6 Which bank provide educational loan easily ?
Bank
No. of Respondent
Percentage
SBI
80
80%
ICICI
20
20%
From the above table and bar graph show that 80% majority of people agree with
SBI for better educational loan in comparison to ICICI.Q. 7 Which bank provides
loan earlier ?
Bank
No. of Respondent
Percentage
SBI
35
35%
ICICI
65
65%
From the above table and bar graph show that 65% majority of people think that
ICICI provide loan earlier than SBI.
No. of Respondent
Percentage
SBI
65
65%
ICICI
35
35%
From the above table and bar graph show that 65% majority of people think in
favour of SBI for providing better interest on Deposit.
No. of Respondent
Percentage
SBI
35
35%
ICICI
65
65%
From the above table and bar graph show that 65% majority of people are agree
with ICICI for providing internet banking services more promptly.
10
No. of Respondent
Percentage
SBI
30
30%
ICICI
70
70%
11
From the above table and bar graph show that 70% majority of people agree with
ICICI for their more working hour.Q.11 Which bank charge is more costly than the
other bank ?
Bank
No. of Respondent
Percentage
SBI
10
10%
ICICI
90
90%
From the above table and bar graph show that 90% majority of people think that
charges of ICICI is more costlier than SBI.
12
No. of Respondent
Percentage
SBI
95
95%
ICICI
5%
From the above table and bar graph show that 90% majority of people agree with
SBI.
13
Q.13 According to your view in which bank your money is more secured ?
Bank
No. of Respondent
Percentage
SBI
75
75%
ICICI
25
25%
From the above table and bar graph show that 75% majority of people feel that
their money is more secure in SBI in comparison to ICICI.
14
No. of Respondent
Percentage
SBI
60
60%
ICICI
40
40%
From the above table and bar graph show that 60% majority of people agree with
SBI for their withdrawing process.
15
No. of Respondent
Percentage
SBI
40
40%
ICICI
60
60%
16
From the above table and bar graph show that 60% majority of people agree with
ICICI for providing better ATM services.Q.16 In which bank behaviors of
employees is more cooperative ?
Bank
No. of Respondent
Percentage
SBI
30
30%
ICICI
70
70%
17
From the above table and bar graph show that 70% majority of people agree that
behaviour of ICICI bank employees is more cooperative than SBI.Q.17 Which
bank provides better credit card facilities ?
Bank
No. of Respondent
Percentage
SBI
40
40%
ICICI
60
60%
18
From the above table and bar graph show that 60% majority of people are using
credit card facilities from SBI than from ICICI.Q.18 Which bank takes minimum
charges for their facilities ?
Bank
No. of Respondent
Percentage
SBI
90
90%
ICICI
10
10%
19
From the above table and bar graph show that 90% majority of people think SBI
for their minimum charges facilities.Q.19 Which bank provide better customer
satisfaction ?
Bank
No. of Respondent
Percentage
SBI
60
60%
ICICI
40
40%
20
From the above table and bar graph show that 60% majority of people think about
SBI for providing better customer satisfaction.Q.20 Over all ranking of which bank
is better in India
Bank
No. of Respondent
Percentage
SBI
70
70%
ICICI
30
30%
From the above table and bar graph show that 70% majority of people agree with
SBI in comparison to ICICI for better ranking in India.
21
FINDINGS
FINDINGS
After critical analysis of the view of respondents (100 units). The following findings have come
out which are as follows: Majority of the people use banking facilities.
Good Services by the bank employee and the bank was the main expectation from
majority of the customers.
Most of the respondent are availing credit facilities from this two Banks.
Most of the respondents are availing the credit facilities ranging from 2 to 3 years.
Customers are highly satisfied with their banks.
22
The credit facilities of SBI and ICICI are well known to every respondent
SBI and ICICI are the most preferred banks in regard of interest rates.
Customer prefer low interest rates followed by services.
A good awareness level is exist in both SBI and ICICI bank.
Most of the respondents gets information about SBI from bank employees.
RECOMMENDATION
23
24
RECOMMENDATION
The transaction charge of ICICI bank should bellower.
Bank must treat the customers as part and parcel of their business and ever their
existence. All the services should be customer orientated.
Bank management should adopt fair and strong human policy training; development and
customer awareness programmers should chalked out.
Bank should organize customers meet time to time to solve out the problems of customer.
Bank should invite suggestions and criticisms from their customers to make their services
better.
In addition to technological up gradation whats needed is a perceptible improvement in
work culture and inculcation of greater customer orientation among the employees.
25
CONCLUSION
26
CONCLUSION
Last I want to say that according to the Comparative analyses of the best Service is
provided by SBI bank in compression to I.C.I.C.I. BANK.
After analyzing we find the customer is more satisfied with the services of the ICICI
banks.
Majority of a customer have views about the behavior of the employees infrastructure of
the bank and the treatment they get at their banks.
From the research survey most of the people agreed that the Internet facility is beneficial
for them.
Majority of customer agreed that it took less time to withdraw money, to deposit and to
make a demand draft in this bank.
All the nationalized banks should try to improve their service level to face the stiff
competition given by private banks..
Banks should reduce the time length between sanction and disbursement of loan.
SBI should increase the limit under to fulfill the growing requirement of the customers.
Bank employees should bring more professionalism in their attitude while dealing with
customers to retain and attract more customers
Banks should narrow down the spread between PLR and deposit rates.
Banks should advertise and conduct special awareness programs to make SBI more
popular among customers.
27
LIMITATIONS
28
LIMITATIONS
The study was conducted with a severe time constraint. So the sample size could not be
more than 100.
The responses received are quite objective in nature.
Low rate of return of the duly filled in questionnaires due to biasness of respondents.
Many of the questionnaires did not helped in conducting the survey report, as they were
lost in the process.
It was difficult to know whether the wiling respondents were truly representative.
This method was likely to be slowest of all.
29
BIBLIOGRAPHY
BIBLIOGRAPHY
PUBLICATION BOOKS
BROCHER OF ICICI
QUESTIONNAIRE
"A STUDY OF CUSTOMER SATISFACTION BETWEEN PUBLIC &
PRIVATE SECTOR BANK"
B.B.A. VI th semester of RAJ SMS
VARANASI. Please cooperate and help me by giving your valued answers on the
questionnaire given below, which will help me in compiling and reaching nearer to
my goal.
This is here by declared that this study is purely academic in nature. There is no
commercial use and it is a part of our curriculum of my B.B.A. VIth semester
course.
31
NAME ......
AGE ..
Educational qualification ...
Contact No ...
b) ICICI
b) ICICI
32
b) ICICI
b) ICICI
b) ICICI
b) ICICI
b) ICICI
b) ICICI
b) ICICI
b) ICICI
33
Q.11 Which bank charge is more costly than the other bank ?
a) SBI
b) ICICI
b) ICICI
Q.13 According to your view in which bank your money is more secured ?
a) SBI
b) ICICI
b) ICICI
b) ICICI
b) ICICI
b) ICICI
34
b) ICICI
b) ICICI
b) ICICI
35