1

“A comparative study of customer satisfaction of ICICI bank and SBI Bank”

A project submitted to

University of Mumbai for partial complications of the degree of Bachelor in commerce

(Accounting & Finance) under the Faculty of Commerce

Submitted by

MISS.RUCHI LALLAN YADAV

Asst. Professor

JOLLY DUTTA

Rajiv Gandhi College of Arts, Commerce & Science

Plot no 16/17, sector-10A, Vashi Navi Mumbai-400703 (2021-2022)

“A comparative study of customer satisfaction of ICICI bank and SBI Bank”

A project submitted to

University of Mumbai for partial complications of the degree of Bachelor in commerce

(Accounting & Finance) under the Faculty of Commerce

Submitted by

MISS.RUCHI LALLAN YADAV

Asst.Professor

JOLLY DUTTA

Rajiv Gandhi College of Arts, Commerce & Science

Plot no 16/17, sector-10A, Vashi Navi Mumbai-400703 (2021-2022)

 CERTIFICATE

This is to certify that MISS RUCHI LALLAN Yadav has worked and duly completed her project

Work for the degree of bachelor I commerce (Accounting & Finance) under the faculty of Commerce

in the subject of Project Work Semester 6 and her project is entitled." A comparative study of

customer satisfaction of ICICI bank and SBI Bank" under my supervision.

I further certify that the entire work has been by the leaner under my guidance and that no Part of it

has been submitted previously for any Degree or Diploma of any University. It is her own work and

facts reported by her personal finding and investigations.

_______________

Seal of the college. Asst.Professor

JOLLY DUTTA

Signature

Date of submission
 DECLARATION BY LEARNER

I the undersigned Miss RUCHI LALLAN YADAV here by declare that the work embodied in this

project work titled “A comparative study of customer satisfaction of ICICI bank and SBI Bank”

Forms my own contribution to the research work carried out under the guidance of Name of the guiding

teacher is a result of my own research work and has s been previously submitted to any other University

for any other Degree/ Diploma to this or any other University. Wherever reference has been made to

previous works of others, it has been clearly indicated as such and included in the bibliography.

I, here by further declare that all information of this document has been

Presented in accordance with academic rules and ethical conduct

RUCHI LALLAN YADAV

Created by

Asst. Professor

JOLLY DUTTA

Signature
 Acknowledgment

To list who all have helped me in difficult because they are so numerous and the depth is so 7enormous.

I would like to acknowledge the following as being Idealistic channel and fresh dimensions in the

completion of this project. I take this opportunity to thank the University of Mumbai for giving me

chance to do this project. I would like to thank my Principal MR.B.S Pandey for providing the

necessary facilities required for completion of this project. I take this opportunity to thank our

Coordinator Jolly Dutta her moral support and guidance

I would also like to express my sincere gratitude towards my project guide Jolly Dutta whose guidance

and care made the project successful I would like to thank my College Library, for having provided

various reference book and magazines related to my project

Lastly, I would like to thank each and every person who directly and indirectly helped me in the

completion of the project especially My Parents and Peers who supported me throughout my project.
 INDEX

Sr.No. Table of Contents Page No.

 CHAPTER : 1

INTRODUCTION
 INTRODUCTION

State Bank of India (SBI), with a 200 year history, is the largest commercial bank in India in terms of

assets, deposits, profits, branches, customers and employees The Government of India is the single

largest shareholder of this Fortune 500 entity with 61.58% ownership. SBI is ranked 60th in the list of

Top 1000 Banks in the world by "The Banker" in July 2012

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 banks (Bank of Madras and

Bank of Bombay) were amalgamated to form the Imperial Bank of India. In 1955, the Reserve Bank

of India acquired the controlling interests of the Imperial Bank of India and SBI was created by an act

of Parliament, succeed the Imperial Bank of India

The SBI group consists of SBI and five associate banks. The group has an extensive network, with

over 20000 plus branches in India and another 186 offices in 34 countries across the world As of 31st

March 2013, the group had assets worth USD 392 billion, deposits of USD 299 billion and capital &

reserves in excess of USD 23.03 billion. The SBI group commands over 23% share of the domestic

Indian banking market.

SBI’s non-banking subsidiaries/joint ventures are market leaders in their respective areas and provide

wide ranging services, which include life insurance, merchant banking, mual funds, credit cards,

factoring services, security trading and primary dealership, making the SBI Group a truly large

financial supermarket and India’s financial icon.

 History of SBI Bank

SBI maintains thousands of branches throughout India and offices in dozens of countries throughout

the world. The bank's headquarters are in Mumbai. The oldest commercial bank in India, SBI

originated in 1806 as the Bank of Calcutta. Three years later the bank was issued a royal charter and

renamed the Bank of Bengal The State Bank of India (SBI) is an Indian multinational, public sector

banking and financial services statutory body It is a government corporation statutory body

headquartered in Mumbai, Maharashtra SBI is ranked as 216 in the Fortune Global 500 list of the

world's biggest corporations of 2018. It is the largest bank in India with a 23% market share in assets,

besides a share of one fourth of the total loan and deposits market. The bank descends from the Bank

of Calcurta, founded in 1806, via the Imperial Bank of India, making it the oldest commercial bank in

the Indian subcontinent. The Bank of Madras merged into the other two "presdency banks in British

India, the Bank of Calcutta and the Bank of Bombay, to form the Imperial Bank of India which in turn

became the State Bank of India in 1955 The Government of India took control of the Imperial Bank

of India in 1955, with Reserve Bank of India (India's central bank) taking at60% stake, renaming it the
State Bank of India. The roots of the State Bank of India lie in the first decade of the 19 century when

the Bank of Calcutta later renamed the Bank of Bengal, was established on 2 June 1806 The Bank of

Bengal was one of three Presidency banks, the other two being the Bank of Bombay (incorporated on

15 April 1840) and the Bank of Madras (incorporated on 1 July 1843) All three Presidency banks were

incorporated as joint stock companies and were the result of royal charters. These three banks received

the exclusive right to issue paper currency till 1861 when, with the Paper Currency Act, the night was

taken over by the Government of India. The Presidency banks amalgamated on 27 January 1921, and

the re organised banking entity took as its name Imperial Bank of India. The Imperial Bank of India

remained a joint stock company but without Government participation Pursuant to the provisions of

the State Bank of India Act of 1955, the Reserve Bank of India, which is India's central bank acquired

a controlling interest in the Imperial Bank of India. On 1 July 1955, the Imperial Bank of India became

the State Bank of India In 2008, the Government of India acquired the Reserve Bank of India's stake

in SBI so as to remove any conflict of interest because the RBI is the country's banking regulatory

authority In 1959, the government passed the State Bank of India (Subsidiary Banks) Act. This made

eight banks that had belonged to princely states into subsidiaries of SBI. This was at the time of the

first Five Year Plan, which prioritised the development of rural India. The government integrated these

banks into the State Bank of India system to expand its rural outreach. In 1963 SBI merged State Bank

of Jaipur (Est, 1943) and State Bank of Bikaner (est. 1944) SBI has acquired local banks in rescues.

The first was the Bank of Bihar (est. 1911), which SBI acquired in 1969, together with its 28 branches.

The next year SBI acquired National Bank of Lahore (est. 1942), which had 24 branches. Five years

later, in 1975, SHI acquired Krishna ram Baldeo Bank, which had been established in 1916 in Gwalior

State, under the patronage of Maharaja Malho Rao Scandia. The bank had been the Dukan Pichadi, a

small money lender, owned by the Maharaja. The new bank’s first manager was Jall N. Broacha, a

Paru, In 1985. SBI acquired the Bank of Cochin in Kerala, which had 120 branches SBI was the

acquirer as its affiliate, the State Bank of Travancore, already had an extensive network in Kerala.
There has been a proposal to merge all the associate banks into SBI to create a single very large bank

and streamline operations.

The first step towards unification occurred on 13 August 2008 when State Bank of Saurashtra merged

with SBL, reducing the number of associate state banks from seven to s On 19 June 2009, the SBI

boand approved the absorption of State Bank of Indore. SBI holds 98.3% in State Bank of Indore.

(Individuals who held the shares prior to its takeover by the government hold the balance of 1.7%)

The acquisition of State Bank of Indore added 470 branches to SBI’s existing network of branches

Also, following the acquisition, SBI% total assets will approach 210 trillion. The total assets of SBI

and the State Bank of Indore were 29.981,190 million as of March 2009. The process of merging of

State Bank of Indore was completed by April 2010, and the SBI Indore branches started functioning

as SBI branches on 26 August 2010..

On 7 October 2013, Arundhati Bhattacharya became the first woman to be appointed Chairperson of

the bank. Mrs. Bhattacharya received an extension of two years of service to merge into SBI the five

remaining associated banks SBI provides a range of banking products through its network of branches

in India and overseas, including products aimed at non-resident Indians (NRIS) SBI has 16 regional

hubs and 57 zonal offices that are located at important cities throughout India.

SBI has over 24000 branches in India. In the financial year 2012-13, its revenue was 22.005 trillion

(US$29 billion), out of which domestic operations contributed to 95 35% of revenue Similarly,

domestic operations contributed to 88.37% of total profits for the same financial year Under the

Pradhan Manti Jan Dhan Yojana of financial inclusion launched by Government in August 2014, SBI

held 11.300 camps and opened over 3 million accounts by September, which included 2.1 million
accounts in rural areas and 1.57 million accounts in urban areas. As of 2014-15, the bank had 191

overseas offices spread over 36 countries having the largest presence in foreign markets among Indian

banks

SRI operates several foreign subsidiaries or affiliateslished an offshore bank, State Bank of India

International (Mauritius) Ltd. This then amalgamated with The Indian Ocean International Bank

(which had been doing retail banking in Mauritius since 1979) to form SBI(Mauritius) Lid. Today,

SBI (Mauritius) Ltd has 14 branches 13 retail branches and I global business branch at Ebene in

Mauritius, SBI Sri Lanka now has three branches located in Colombo, Kandy and Jaffna The Jaffna

branch was opened on 9 September 2013. SBI Sri Lanka is the oldest bank in Sri Lanka, was founded

in 1864. In 1982, the bank established a subsidiary, State Bank of India, which now has ten branches-

nine branches in the state of California and one in Washington, DC The 10th branch was opened in

Fremont, California on 28 March 2011. The other eight branches in California are located in Los

Angeles, Artesia, San Jose, Canoga Park, Fresno, San Diego, Tustin and Bakersfield In Nigeria, SBI

operates as INMB Bank. This bank began in 1981 as the Indo Nigerian Merchant Bank and received

permission in 2002 to commence retail banking. It now has five branches in Nigena. In Nepal, SBI

owns 55% of "Nepal SBI Bank Limited" (The state-owned Employees Provident Fund of Nepal owns

15% and the general public owns the remaining 30%.) Nepal SBI Bank Limited has branches

throughout the country. In Moscow, SBI owns 60% of Commercial Bank of India, with Canara Bank

owning the rest. In Indonesia, it owns 76% of PT Bank Indo Monex The State Bank of India already

has a branch in Shanghai and plans to open one in Tianjin. In Kenya, State Bank of India owns 76%

of Giro Commercial Bank, which it acquired for US$8 million in October 2005 In January 2016, SBI

opened its first branch in Seoul, South Korea following the continuous and significant increase in trade

due to the Comprehensive Economic Partnership Agreement signed between New Delhi and Seoul in

2009. SBI acquired the control of seven banks in 1960. They were the seven regional banks of former
Indian princely states. They were renamed, prefixing them with State Bank of These seven banks were

State Bank of Bikaner and Jaipur (SBBJ), State Bank of Hyderabad (SBH), State Bank of Indore (SBN).

State Bank of Mysore (SBM), State Bank of Patiala (SBP), State Bank of Saurashtra (SBS) and State

Bank of Travancore (SBT). All these banks were given the same logoas the parent bank, SBI. The

State Bank of India and all its associate banks used the same blue Kyhole logo. The State Bank of

India wordmark usually had one standard typeface, but also utilized other typefaces. The wordmark

now has the keyhole logo followed by "SBI. The plans for making SBI a single very large bank by

merging the associate banks started in 2008, and in September the same year. SBS merged with SBI.

The very next year. State Bank of Indore (SBN) also merged. Following a merger process, the merger

of the 5 remaining associate banks, (viz. State Bank of Bikaner and Jaipur, State Bank of Hyderabad,

State Bank of Mysore, State Bank of Patiala, State Bank of Travancore); and the Bharatiya Mahila

Bank) with the SBI was given an in-principle approval by the Union Cabinet on 15 June 2016. This

came a month after the SBI board had, on 17 May 2016, cleared a proposal to merge its five associate

banks and Bharatiya Mahila Bank with itself. on 15 Hobruary 2017, the Union Cabinet approved the

merger of five associate banks with SBI An analyst foresaw an initial negative impact as a result of

different pension liability provisions and accounting policies for bad loans. The merger went into effect

from 1 April 2017. Non banking subsidiaries Edit Apart from five of its associate banks (merged with

SBI since I April 2017). SBI's non-banking subsidiaries include: SBI Capital Markets Ltd Shards &

Payments Services Pvt. Ltd. (SBICPSL) SBI Life Insurance Company Limited in Miach 2001, SB

(with 74% of the total capital), joined with BNP Paritas (with 26% of the remaining capital), to form

a joint venture life insurance comy named SBI Life Insurance company Ltd Ottier SBI servipoin Edit

As of 31 Math 2017, SBI group (including associate banks) has 59,291 ATMs Site November 2017,

SBI also offers an integrated digital banking platform named YONO. As on 31 March 2017

Government of India held around 61.23% equity shares in SBI. The Life Insurance Corporation of
India, itself state-owned, is the largest non-promoter shareholder in the company with 8.82%

shuncholding
 Shareholders Shareholding

Promoters Government of India 54.23%

FIL&GDRS OCB NRIS 18.17%

Banks & Insurance Companies 10.00%

Mutual Funds & UTI 8.29%

Others 9.31%

The equity shares of SBI are listed on the Bombay Stock Exchange where it is a contritizent of the

BSE SENSEX index and the National Stock Exchange of India where it is constituent of the CNX

Nifty Its Global Depository Receipts (GDRs) are listed on the London Stock Exchange.

- Employees

SBI is one of the largest employers in the country with 209,567 employees as on 31 March 2017, out

of which there were 23% female employees and 3,179 (1.5%) employees with disabilities. On the same

date, SBI had 37,875 Scheduled Castes (18%) , 17.069 Scheduled Tribes (8 1 %) and 39,709 Other

Backward Classes ( 189 %) employees. The percentage of Officers, Associates and Sub staff was

38.6%, 44.3% and 16.9% respectively on the same date Around 13,000 employees have joined the

Bank in FY 2016-17 Each employee contributed a net profit of 3511,000 (USS7,400) during FY 2016-

2017

Recent awards and recognitions

• SBI was ranked 216 in the Fortune Global 500 rankings of the world's higgest Corporations for
the year 2018

• SB1 was 50 most trusted brand in India as per the Brand Trust Report 2013, an annual study

conducted by Trust Research Advisory, a brand analytics company and subsequently. in the

Brand Trust Report 2014, SBI finished as India's 19 most trusted brand in India.

PROFILE OF SBI BANK

The origin of the State Bank of India goes back to the first decade of the nineteenth century

with the establishment of the Bank of Calcutta in Calcutta on 2 June 1806186. Three years later

the bank received its charter and was re designed as the Bank of Bengal on 2nd January 1809.

The Bank of Bombay on the 15 April 1840 and the Bank of Madras on 1 July 1843 followed

the Bank Of Bengal. These three banks were governed by Royal Charter, which were revised

from time to time 187. These three banks received the exclusive night to issue paper currency

in 1861 with the Paper Currency Act, a right they retained until the formation of the Reserve

Bank of India. The business of banks was initially confined to discounting of bills, keeping

cash accounts, receiving deposits and issuing and circulating cash notes. Loans were restricted

to Rs. 1 lakh and the period of accommodation confined to three months only. With the passing

of the Paper Currency Act of 1861, the right of note txue of the presidency banks was abolished

and the Government of India assumed the sole power of issuing paper currency from 1 March

1862. None of the three hanks had till then any branches although the charters had given them

such authority. By 1876, the Bank of Bengal had eighteen branches including its head office,
seasonal branches and sub agencies, the Banks of Bombay and Madras had fifteen each 188

The Presidency Banks Act, which came into operation on 1 May 1876, brought the three

presidency banks under a common statute and the banks, involved themselves in the financing

of practically every trading, manufacturing and mining activity in the sub-continent. But the

three banks were rigorously excluded from any business involving foreign exchange, as it was

feared that these banks enjoying government patronage would offer unfair competition to the

exchange hanks, which had by then arrived in India This exclusion continued till the creation

of the Reserve Bank of India in 1935189, The Presidency Banks of Bengal, Bombay and

Madras with their 70 branches were merged on 27th January 1921 to form the Imperial Bank

of India 190 They took on the triple role of a commercial bank, a banker's bank and a banker

to the government. The establishment of the Reserve Bank of India as the central bank of the

country in 1935 ended the quasi-central banking role of the Imperial Bank. The business of the

banks was initially confined to discounting of bills of exchange or other negotiable private

securities, keeping cash accounts and receiving deposits and issuing and circulating cash notes,

Loans were restricted to Rs. One lakh and the period of accommodation confined to three

months only. The carlier restrictions on its business were removed and the bank was permitted

to undertake foreign exchange business and executor and trustee business for the first time. The

Imperial Bank during the three and a half decades of its existence recorded an impressive

growth in terms of offices, reserves, deposits, investments and advances, the increase in some

cases amounting to more than six-fold. The lofty traditions of banking which the Imperial Bank

consistently maintained and the high standard of integrity it observed in its operations inspired

confidence in its depositors that no other bank in India could perhaps then equal When India

attained freedom, the Imperial Bank had a capital base (including reserves) of Rs. 11 85 crore,

deposits and advances of Rs. 275 14 crore and Rs 72,94 crore respectively and a network of

172 branches and more than 200 sub offices extending all over the country
Vision of State Bank of India

• MY SBI

• MY CUSTOMER FIRST

• MY SBI: FIRST IN CUSTOMER SATISFACTION

Mission of State Bank of India

• Will be promps, polite and proactive with our customers.

• We will speak the language of young India

• We will create products and services that help our customers achieve their Goals

• We will go beyond the call of duty to make our customers valued.

• We will be of service even in the remotest part of our country.

• We will imbibe state of art technology to drive excellence. Strengths of State Bank of India

• Largest commercial bank in t country with presence in all time zones of the World.

• Macro economic proxy for the Indian Economy.

• Has emerged as a Financial Services Supermarket

• Group holds more than 25 per cent market share in deposits and advances

• Large base of skilled manpower

• SBI Group has more than 115 million customers - Every tenth Indian is a Customer.

Values of SBI
 The values of State Bank of India are

• We will always be honest, transparent and ethical

• We will respect our customers and fellow associates

• We will be knowledge driven University

• We will learn and we will share our learning

• We will never take the carly way out.

• We will do everything we can to contribute to the community we work in.

• We will nurture pride in India.

Principal subsidiaries of State Bank of India

Bank of Bhutan (Bhutan); Indo Nigeria Merchant Bank Ltd. (Nigeria), Nepal SBI

Bank Ltd. (Nepal), SBI (USA.); SBI (Canada); SBI Capital Market Ltd. SBI

Cards & Payments Services Ltd., SBI Commercial and International Bank Ltd.,

SB1 European Bank plc (U.K.), SBI Factors & Commercial Services Lid; SBI

Funds Management Ltd., SBI Gilts Ltd.; SBI Home Finance Lid: SBI Securities

Ltd, State Bank International Ltd. (Mauritius). State Bank of Bikaner & Jaipur,

State Bank of Hyderahad; State Bank of I State Bank of Mysore, State Bank of

Patiala; State Bank of Saurastra; State Bank of Travancore

The subsidiaries of SBI are:

• State Bank of Indore

• State Bank of Bikaner & Jaipur

• State Bank of Hyderabad

• State Bank of Mysore

• State Bank of Patiala

• State Bank of Travancore

Non-Banking Subsidiaries of SBI

1. SBI Capital Markets Ltd. (SBI CAP)

2. SBI Funds Management Pvt. Ltd (SBI FUNDS)

3. SBI Factors and Commercial Services Pvt. Ltd.

4. SHI DFHI (Discount & Firence House of India) Ltd.

5. SBI GILTS Ltd.

6. SBI Commercial and International Bank Ltd.

7 SBI Mutual Fund (A Trust)

Foreign Subsidiaries

1. SBI International Mauritius Ltd, Offshore Bank

2. SBI Canda

3. SBI Lagos

4. SBI California
State Bank of India Products and Services

State Bank of India offers a wide range of services in the Personal Banking

Segment which indexed here

Term Deposits

SBI provide security, trust and competitive rate of interest. Flexibility in period

of term deposit from 7 days to 10 years. It is afforthble low minimum deposit

amount with SBI for a nominal amount of Rs.1,000 only, Customers can avail a

loan overdraft against their deposit. SBI provides locr/overdraft up to 90 per cert

of their deposit amount at nominal cost.

Recurring Deposits

Recuming Deposit provides customers the element of compulsion to save at high

rates of interest applicable to Term Deposits along with liquidity to access that

savings any time. Recurring Deposit is flexibility in period of deposit with

maturity ranging from 12 months to 120 months. It is low minimum monthly

deposit amount. The customer can start a Recurring Deposit with SBI for a

monthly installment of Rs.100 only.

SBI Home Loan

It offers interest rates concessions on Green Homes in accordance with SBI’s commitment to

Environment protection. The product gives the customers a onetime imvocable option to

choose one of the three customized comriinations of fixed and floating interest rates and also

to choose the order in which the fixed and floating rate will be availed The minimum loan

amount sanctioned is Rs.5 lakh. Its products are again segregated into different types on the

basis of their term of repayment and their loan package. SBI-Magain Home Loans, Realty

Home Loans, Home Equity Loans, NRI Home Loans, Tribal Plus, Gram Niwas, Sahyog Nivas,

Green Home Loan, Surakshit Home Loan, Yuva Home Loan, Home Loan Pal. Thus, the bank

provides its customers comfortable repayment Obligations – Tenure of the loans equal to the

residual maturity of the original Home Loans.

SBI Car Loan

The bank provides its customers the best car loan schems with excellent service and lower costs

A quick view by the customers of similar schemes available with other banks shows that SBI

Car Loans for new and old vehicles offer for the customers
SBI Education Loan

A term loan granted to Indian Nationals for pursuing higher education in India or abroad where

admission has been secured All courses having employment prospects are eligible for getting

education loans and they are briefed below:

SBI Loan to Pensioners

The customer can avail of a loon from their branch to meet their personal expenses. They can

avail a loan of up to a maximum 12 months pension, subject to a ceiling of Rs 1 lakh. The loan

my be repaid over a 5 years and will carry a low interest rate of 13.25 per cent per annum

SBI Loan against Shares/Debentures

The customers can avail of loans up to Rs.20 lakh against their shares/debentures to enable

them to meet contingencies, personal needs or even for subscribing to rights or new issue of

shares.

SBI Agricultural Loans

The Bark lanched the new products, to increase the flow of credit to agriculture Sector in the

year 2003-2004. The advances of Agriculture Business Group increased from Rs. 1,360 crore

in 2003-04 to Rs.34,933 crore in 2006-07 showing an increase of 2468.6 per cert. Agricultural

louts are provided for the purchase of assets corrected with rural activities under agriculture,

horticulture, plantation sericulture, animal husbandry, fisheries etc., where the loan amount is

Repayable over a period of time exceeding 3 years. Under this agricultural loon there are other

kinds of benefits provided by SBI through schemes such as the Kisan Credit Card Scheme,

Land Development Schemes, Minor Imitation Schemes, Farm Mechanizations Schemes,

Krishi Plus Scheme for Customised Hiring of Tractor to Rural Youth, Lend Bank Scheme etc.

SBI Industrial Loans

SBI offers working capital finance to meet the entire range of short-term fund requirements

that arise within a corporate’s day to day operational cycle. The SBI working capital loans can

help company in financing inventories. Merging internal cash flows, supporting supply chairs,

funding production and marketing operations, providing cash support to business expansion

and carrying current assets. The SBI corporate term loans can support company in funding

expansion business expansion, reprying high cost debt, technology upgradition, R&D

expenditure, leveraging specific cash streams that accrue into a company. Implementing early
retirement schemes and supplementing working capital. Hence, the Bank extends financial

assistance to help agriculturists, industrialists and common man in various modes.

Human Resources

Learning & Development

The hark has taken up several key initiatives to enthuse and motivate the employees to perform

better so as to achieve the Bank’s growth plans. As part of the initiative it has taken up a

Leadership pipeline” initiative with the objective of grooming the officials from the level of

Scale. The bank has taken up several key initiatives to enthuse and motivate the employees to

perform better so as to achieve the Bank's growth plans. As part of the initiative it has taken up

a "Leadership pipeline initiative with the objective of grooming the officials from the level of

Scale-IV up to GM for future leadership positions. Services of reputed institutions like

ISB/Duke University/IIMs have been engaged for the purpose. Further, the Bank has gone in

for accreditation of one of the training institutions for training of debt recovery agents to

facilitate the future appointments of recovery agents. As the accreditation process is mandatory

for the recovery agents.

Personnel Management

To foster team spirit amongst the employees and to motivate them to excel in

customer service the bank has set up the Performance Linked Incentive Scheme
which also helped the Bank in exploiting the new emerging business

opportunities to achieve the Bank's growth plans. The Bank has also gone for

contract employment, on cost to company basis, of specialists like Chartered

Accountants, Law Officers, Statisticians, Economists, Customer Relation

Executives, Credit Analysts etc. to take care of Bank's growing needs to face

competition. The Bank also revised the Family Pension Scheme for the family

pensioners of the Bank retrospectively from the 1st May 2005. The pension fund

has been separated from the Banks' liability after obtaining necessary approval

from the Board of Trustees. The fund will be managed by the Treasury Dept of

SBI for better returns

HRMS Project

The Bank has implemented leveraging Technology in employee management area for

automation of its HR process through SAP-ERP-HRMS software. A centralized database of all

employees across SBI is now available where salary processing for 2.05 lakh employees across

SBI and pension processing of approximately 1 lakh SBI/IBI pensioners has been centralized.

The bank also introduced a variety of services like online request submission and viewing of

data etc. to all the employees of the Bank on an online 'real time basis, which will increase

efficiency in HR operations and help the management in making employee related decisions

faster.

Recruitment
To meet the requirement of skilled manpower and to tap the emerging business opportunities

the bank has recruited 66 Specialist Management Executives with qualification of

CA/ICWA/MBA (Finance, Marketing) during the year. Also the bank has inducted 7 Special

Technical Executives with B.E./ B.Tech qualification in the fields of Chemical, Mechanical,

Electrical, Metallurgical Engineering appointed for manning consultancy cells in Circles.

Further, 917 Probationary Officers and 118 other Specialist Officers have been recruited during

FY 2011-12. This will take care of the Bank’s requirements of officers in operations and

specialized areas and helps in reducing the age profile of staff but will also provide an

opportunity for greater mobility and marketing thrust across the Bank to achieve its growth

plans. Besides these the bank has also been successfully holding online examination for

promotion from JMGS I to MMGS II, all promotion exercises in respect of officers up to the

grade of Deputy Managing Director.

Training

The bank is making continuous efforts to impart knowledge, to develop skills and also to re-

orient the attitude of its employees and to keep pace with the changing business environment.

The banks network of providing training to its employees consists of 4 apex level colleges viz.

State Bank Staff College, Gurgaon; State Bank Staff College, Hyderabad; State Bank Institute

of Rural Development and State Bank Institute of Information and Communication

Management and over 50 training centres located across the country. The bank also provides

on-site training to its employees working in the branches under the visiting faculty scheme.

Support Systems and Internal Communication System

Adequate support systems have been provided by the bank to its employees for proper flow of

information to them. The employees are also informed about the achievements in the business.

The media used for internal communication includes: The SBI Monthly Review, Gurukula,

SBI Economic Newsletter, and Choyanika

Industrial Relations

In view of gamering good and excellent relationships with the members of both the Staff and

Officers Federations the State Bank of India sorted out various industrial relations issues

through their consistent support and healthy dialogue discussions during the year. It also

enhanced the limits under various staff loan schemes and other initiatives for providing better

facilities/ incentives to the employees, in order to create better industrial relations environment

in the Bank

Human Resources Management Solutions (RMS)

The bank has set up a centralized platform for the processing and payment of salary of all the

employees of SBI, SHP, SBM & SBIL. It further introduced the automation of centralized

Provident Fund related services to augment faster settlement of terminal benefits.

 INTRODUCTION TO ICICI

ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financial institution,

and was its wholly-owned subsidiary ICICT's shareholding in ICICI Bank was reduced to 46%

through a public offering of shins 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 preventatives of India industry. The principal

objective was to create a des department financial institution for providing median term long

term project financing to Indian businesses

In the 1990s, ICICI transformed its business from development financial institution offering

only project finance to a diversified financial services group offering a wide variety of products

and services, bath directly and drought amber of subsidiaries and affiliates like ICICI Bank In
1999, ICICI become the first Indian company and the first hank or financial institution from

on Japan Asia to be listed on the NYSE

After consideration of various corporate structuring alternatives in the context of the emerging

competitive sound in the Indian barking inchetry, and the move towards universal barking The

regiments of ICICI and ICICI Bank formed the view that the merger of ICICI with ICICI Bank

would be the optimal strategic alternative for both entities, and would create the optimal legal

structure for the ICICI group's universal banking strategy. The merger would enhance value

for ICICI shareholders through the merged entity's access to low-ant deposits Greater

opportunities for curing fee-bused income and the ability to participate in the payments system

and provide transaction-burling services. The merger would enhance value for ICICI Bank

shareholders through a large capital hand and scale of operations, sourless access to ICICTS

strong corporate relationships built up over five decades, entry into new business segments

higher market share in various business segments, particularly fee-hased services, and access

to the vast talent pool of ICICI and its subsidiaries.

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. Consequent to the merger, the ICICI group’s financing

and banking operations, both wholesale and retail, have been integrated in a single entity.
 HISTORY OF ICICI BANK

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 long term project financing to Indian businesses. ICICI Bank

Limited is an Indian multinational barking and financial services company headquartered in Murrin,

Maharashtra with its registered office in Vadodam, Gujart As of 2018, ICICI Bank is the second largest

bank in India in terms of assets and market capitalisation. It offers a wide range of banking products

and financial services for corporate and retail customers through a variety of delivery channels and

specialised subsidianes in the areas of investment banking, life, non-life insurance, verdure capital and

asset mamgement. As on March 31, 2018, the bank has a network of 4867 branches and 14367 ATMs

across India and has a presence in 17 courtries including India ICICI Bank is one of the Big Four barks

of India. The bank subodiaries in the United Kingdom

And Card, branches in United States, Singapore, Bahrain, Hong Kong, Sri Lark, Qatar, Oman Dubai

Integrational Finance Centre, China and South Africa, representative offices in United Arab Emirates,
Bangladesh, Malaysia and Indonesia. The company’s UK subsidiary has also established branches in

Belgium and Germany.