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synopsis

EXECUTIVE SUMMARY

COMPANY : ICICI bank,NEW DELHI

Title : “I D E N T I F I C A T I O N O F S E G M E N T O F C A S A , F D A N D H O W T O
INCREASE PROFITABILITY”

This is a project about changing trends of interior of investment plans which is modernizing
or modifying day by day . It was because of increasing numbers of affluents in the india and
henceforth the demand of different investments plans.

OBJECTIVE

The main objective behind the market research is analysis the market and find out
suspects then convert into prospects and motivate or promote them to use our finanacial
product in modern ways instead of traditional ways.

RESEARCH METHODOLOGY

Research methodology which was use in market research qualitative and


quantitative techniques. The primary data was collected by personal Interviews with the help
of structured questionnaire and Secondary data was collected by Internet, Journals, Magazines
etc.

RESEARCH DESIGN AND METHODOLOGY

1) Qualitative Customer Research

2) Quantitative Research

1) Qualitative Customer Research

The need to talk with customers to uncover issues salient to them has become

increasingly obvious over the past several years. What has not become

obvious, however, are the techniques needed to uncover such issues

accurately and in-depth. CFI Group’s system utilizes qualitative one-on-one


customer interviews specifically designed to cover both issues identified as

relevant by management personnel and to allow customers to voice their

opinions, concerns and desires which might otherwise be left unknown to

management.While management would likely be able to predict a large

percentage of the components and issues salient to customer satisfaction,

there is still a reasonable amount of information to be gained from customers

which would go unsaid if customer interview structures were too rigid.

♦ One-on-one interviews.

While focus groups can be useful in certain cases, typically what happens in

such settings is that one or two strong voices emerge only to be followed by

the rest of the group. The resulting information is highly biased and skewed

toward the more vocal customers in the group. Although interviewers often

try to avoid such biases by requiring focus group attendees to talk “in turn”,

they may still miss subtle (and not-so subtle) pressures which come from

group meetings. Valuable information may be lost in such settings where the

interview is highly structured.

♦ Open ended, semi-structured interview approach. This approach allows us

to ask customers about issues mentioned in secondary research and

management interviews, while still leaving the opportunity for each customer

to discuss “top-of-mind” issues during the course of the interview, thereby

identifying salient factors which might otherwise go undetected.

2) Quantitative Research

Ultimately, the power and precision of the hypothetical model is proven in

the quantitative phase of CFI Group’s system. Understanding our

methodology requires an understanding of three distinct points:

i. Estimating Importance, Utility, and Impact

ii. ii. Estimating Derived Importance


iii. iii. Causal Models: comparing covariance structure analysis (e.g.,

LISREL) and partial least squares (e.g., World’s PLS system), the two

major approaches to causal models. Our objective is to identify those

quality dimensions whose improvement offers the greatest returns, as

measured in customer satisfaction, retention rate (and potentially

related measures of individual behavior, such as spending level) and

corporate financial performance. That is, if the level of performance

on a quality attribute improves by a given amount, how much will

satisfaction (and, subsequently customer retention or financial

performance) improve? In evaluating a methodology, the most

important criterion is whether a method can quantify the return-on-

quality.

COMPANY PROFILE

ICICI Bank is India's second-largest bank with total assets of Rs. 3,634.00

billion (US$ 81 billion) at March 31, 2010 and profit after tax of Rs. 40.25

billion for the year ended on March 31, 2010. ICICI Bank is the second

amongst all the companies listed on the Indian stock exchanges in terms of

free float market capitalization. The Bank has a network of about 2009

branches and 5219 ATMs in India and a presence in 18 countries. ICICI Bank

offers a wide range of banking products and financial services to corporate

and retail customers through a variety of delivery channels and through its

specialized subsidiaries and affiliates in the areas of investment banking,

life and non-life insurance, venture capital and asset management or wealth

management. The Bank currently has its subsidiaries in the United Kingdom,

Russia and Canada, branches in Unites States, Singapore, Bahrain, Hong

Kong, Sri Lanka, Qatar and Dubai International Finance Centre and

representative offices in United Arab Emirates, China, South Africa,

Bangladesh, Thailand, Malaysia and Indonesia. The bank’s UK subsidiary has

established branches in Belgium and Germany.


OBJECTIVE OF RESEARCH:

There were basically two objectives of the Market Research that was

conducted among the valuable customers of ICICI Bank. These two objectives

were:

1) To know about the customers perception about CASA &FD;

This was done to find out that what the customers think about various kinds

of products.

2) To find out the knowledge of customers about the various product

offerings of ICICI Bank.

This was done to find out that how much knowledge do the customers have

about the various products of the ICICI Bank.

BIBLIOGRAPHY

1) Toor, N.S(2005). Handbook of Banking Information

2) David Aaker, Kumar, George Day. Market Research(2001), John Willey &

Sons.

3) Philip Kotler. Marketing Management(2002), Prentise Hall Inc, A pearson

Education Company.

4) Product Offering Brochures, ICICI Bank

5) Research Methodology (Kothari C.R.)


QUESTIONNAIRE:

Name:

Gender: Male Female

Age: Below30 31-45 46-60 Above60

Email-id:

Contact No:

Address:

Q1) How would you like to invest your savings?

a) F.D. b) Direct Equity d) Mutual Funds

c) Real Estate e) Gold .

Q2) which investment style do you prefer most?

a) Growth b) Value c) Others .

sQ3) Which do you think is more profitable?

a) F.D. b) Real Estate c) Gold .

Q4) What time horizons are you looking to do investment?

a) 1Year b) 1-3 Years c)3-5 Years d)5 Years .

Q5). Are you aware of our investment plans?


No. of Respondents
Yes 67
No 33
Total 100

Q6). Which type of investment plans would you like to avail in the bank?
No. of Respondents

Savings Account 16

Young Stars Savings A/c 26

Fixed Deposits 14

Recurring Deposits 22

Credit Cards 12

Q7). If you select F.D.,then for how much period you will fix it ?
No. of Respondents
a. 0-3 years 18
b. 3-6 years 35
c. 6-10 years 27
d. Above 10 years 10

Q8). How do see the chances of investment in our product?


No. of Respondents
High 43
Moderate 31
Low 16

sQ9). Are you satisfied with the Private Banking facility offered by ICICI
bank?
(a) Yes (b) NO

Q10). Are you satisfied with the Investment in ICICI bank?


(a)yes (b) No

Q11). Are you satisfied with the various loans offered by ICICI bank?
(a) Yes (b) No
(b)
Q12). Are you satisfied with the various deposits offered by ICICI bank?
(a) yes (b) No
(b)
Q13).Are you satisfied with the Mobile Banking facility provided by ICICI
bank?
(a)yes (b)No

Q14). Are you satisfied with the Internet Banking facility provided by
ICICI bank?
(a)yes (b)No

Q15), Are you satisfied from the facilities provided with branches of
ICICI bank?
(a)yes (b)No

Q16). Are you satisfied with the ATM facility provided by ICICI bank?
(a)yes (b)No

Q17). Are you satisfied with the Phone Banking facility provided by
ICICI bank?
(a)yes (b)No

Q18). Are you satisfied with the Bank @ Home facility provided by ICICI
bank?
(a)yes (b)No

Q19). Overall Customers satisfaction towards various services provided


by ICICI Bank.
(a)yes (b)No

Q20). Are you satisfied with the various cards of ICICI bank?
(a)yes (b)No

Q21). Are you satisfied with the Anywhere Banking facility provided by
ICICI bank?
(a)yes (b)No

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