Comparitive Study of Customer Service in Banks
Management Thesis - II Final Report On A Comparative study of customer services in ICICI and SBI.
Submitted by M.J.VIDHYAA II YEAR MBA INC KEELKATTALAI
Under the Guidance of DR.J.GAYATRI FACULTY GUIDE INC KEELKATTALAI
1
ICFAI National college, KEELKATTALAI
(Certificate from Faculty Supervisor)
CERTIFICATE
This is to certify that the Management Thesis titled “A Comparative study of
customer services in ICICI and SBI” submitted by M.J.VIDHYAA Enroll
No: 7NBCT011 during Semester IV of the MBA Program (The Class of 2009) embodies original work done by him/her. Signature of the Faculty Supervisor Name (in Capitals) Designation Campus
: MRS.DR.J.GAYATHI
: Faculty Member - Marketing
: KEELKATTALAI
2
Table of contents
Chapter 1: Introduction
07 - 33
1.1 Overview of banking Industry 1.2 Company Profile 1.3 Research objective 1.4 Review of literature 1.5 Key Words Chapter 2: Research Methodology 2.1 Sampling Design 2.2 Pilot Study 2.3 Research Methodology 2.4 Limitations of the Study Chapter 3: Data Analysis and Interpretation Chapter 4: Findings, Recommendations and Conclusion Chapter 5: Appendices
7 13 31 31 32 34 – 37 35 36 37 37 38 - 81 82 - 85 86 - 91
3
ACKNOWLEDGEMENT
I am grateful to thank our Campus Head MR.R.Srinivasan for giving me this great opportunity to do my project. I also extent my thanks to.Dr.J.Gayatri, faculty guide who has given me moral support to do my project work. I also extend my thankfulness to my beloved parents and friends for their continuous encouragement at every moment.
4
DECLARATION
I here by declare that the project entitled “A Comparative study of
customer services in ICICI and SBI” has been completed by me. I assure that this project is unique and has not been reproduced or copied from any other soures.
(M.J.VIDHYAA) (7NBCT011)
Faculty Guide
5
INTRODUCTION
6
1.1 OVERVIEW OF THE BANKING INDUSTRY:
Banking in India originated in the last decades of
Submitted by M.J.VIDHYAA II YEAR MBA INC KEELKATTALAI
Under the Guidance of DR.J.GAYATRI FACULTY GUIDE INC KEELKATTALAI
1
ICFAI National college, KEELKATTALAI
(Certificate from Faculty Supervisor)
CERTIFICATE
This is to certify that the Management Thesis titled “A Comparative study of
customer services in ICICI and SBI” submitted by M.J.VIDHYAA Enroll
No: 7NBCT011 during Semester IV of the MBA Program (The Class of 2009) embodies original work done by him/her. Signature of the Faculty Supervisor Name (in Capitals) Designation Campus
: MRS.DR.J.GAYATHI
: Faculty Member - Marketing
: KEELKATTALAI
2
Table of contents
Chapter 1: Introduction
07 - 33
1.1 Overview of banking Industry 1.2 Company Profile 1.3 Research objective 1.4 Review of literature 1.5 Key Words Chapter 2: Research Methodology 2.1 Sampling Design 2.2 Pilot Study 2.3 Research Methodology 2.4 Limitations of the Study Chapter 3: Data Analysis and Interpretation Chapter 4: Findings, Recommendations and Conclusion Chapter 5: Appendices
7 13 31 31 32 34 – 37 35 36 37 37 38 - 81 82 - 85 86 - 91
3
ACKNOWLEDGEMENT
I am grateful to thank our Campus Head MR.R.Srinivasan for giving me this great opportunity to do my project. I also extent my thanks to.Dr.J.Gayatri, faculty guide who has given me moral support to do my project work. I also extend my thankfulness to my beloved parents and friends for their continuous encouragement at every moment.
4
DECLARATION
I here by declare that the project entitled “A Comparative study of
customer services in ICICI and SBI” has been completed by me. I assure that this project is unique and has not been reproduced or copied from any other soures.
(M.J.VIDHYAA) (7NBCT011)
Faculty Guide
5
INTRODUCTION
6
1.1 OVERVIEW OF THE BANKING INDUSTRY:
Banking in India originated in the last decades of