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    Iip Summer Internship

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    ganesh dvss
    The document summarizes an internship project comparing customer behavior analysis of ICICI Bank and SBI Bank products in Hyderabad. The objectives are to understand consumer behavior, customer value, satisfaction, trust and retention, customer expectations through digital channels, and awareness of bank products. Research methodology includes collecting primary data through questionnaires and using percentage scales to analyze results. The internship is guided by an assistant professor and aims to learn about product marketing, target consumers, consumer approach, and understanding consumer behavior.

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    Iip Summer Internship

    Uploaded by

    ganesh dvss
    29 views14 pages
    The document summarizes an internship project comparing customer behavior analysis of ICICI Bank and SBI Bank products in Hyderabad. The objectives are to understand consumer behavior, customer value, satisfaction, trust and retention, customer expectations through digital channels, and awareness of bank products. Research methodology includes collecting primary data through questionnaires and using percentage scales to analyze results. The internship is guided by an assistant professor and aims to learn about product marketing, target consumers, consumer approach, and understanding consumer behavior.

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    IIP

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    The document summarizes an internship project comparing customer behavior analysis of ICICI Bank and SBI Bank products in Hyderabad. The objectives are to understand consumer behavior, customer value, satisfaction, trust and retention, customer expectations through digital channels, and awareness of bank products. Research methodology includes collecting primary data through questionnaires and using percentage scales to analyze results. The internship is guided by an assistant professor and aims to learn about product marketing, target consumers, consumer approach, and understanding consumer behavior.

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    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    29 views14 pages

    Iip Summer Internship

    Uploaded by

    ganesh dvss
    The document summarizes an internship project comparing customer behavior analysis of ICICI Bank and SBI Bank products in Hyderabad. The objectives are to understand consumer behavior, customer value, satisfaction, trust and retention, customer expectations through digital channels, and awareness of bank products. Research methodology includes collecting primary data through questionnaires and using percentage scales to analyze results. The internship is guided by an assistant professor and aims to learn about product marketing, target consumers, consumer approach, and understanding consumer behavior.

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    IIP SUMMER INTERNSHIP

    A COMPARATIVE STUDY ON CUSTOMER BEHAVIORAL ANALYSIS ON PRODUCT OF ICICI


    BANK VS SBI IN HYDERABAD

    Under the guidance


    of Mr. Subash Tej D.V.S.S GANESH
    Assistant Professor
    (29-131)
    Dept. of Data Science
    AGEND
    A  About The  Review of Literature
    Company

    OJT Learning Outcomes Objectives

    Area of Research Research Methodology


    ABOUT COMPANY
     ICICI Bank is a leading private sector bank in India.

     Consolidated total assets stood at Rs. ₹15.74 trillion 2021.

     5,288 branches & 15,589 ATMs across India.

     India's second-largest bank.

     ICICI Bank NSE code : ICICIBANK, BSE code : 532174, ISIN :  INE090A01021

     ICICI Bank's Board members include eminent individuals.

     ICICI became the first Indian company and the first bank or financial institution from non-Japan Asia to be

    listed on the New York Stock Exchange.


    COMPETITOR
    S. No Company CEO No.of Employees Head Quarters Revenue

        Mr. Sandeep Bakhshi      


    1 ICICI BANK Managing Director & CEO 1,31,232 Vadodara, Gujarat $20.1B
        Shri Dinesh Kumar Khara      
    2 SBI BANK Chairman 2,45,652 Mumbai, Maharashtra $52.3B
        Mr. Atanu Chakraborty      
    3 HDFC BANK Part Time Chairperson and Independent      
    Director
    1,20,093 Mumbai, Maharashtra $14.1B
      Mr. Amitabh Chaudhry      
    4 AXIS BANK Managing Director & Chief Executive      
    Officer
    78,300 Mumbai, Maharashtra $6B
      KOTAK Mr. Uday Kotak      
    MAHANDER
    5 Managing Director & Chief Executive      
    BANK
    Officer
    71,000 Mumbai, Maharashtra $7.7B
      Mr. Sumant Kathpalia      
    6 INDUSIND BANK Chief Executive Officer 30,674 Pune, Maharashtra $4.8B
    PRODUCTS

    DEPOSIT
    LOANS INVESTMENT CARDS E-BANKING
    ACCOUNT

    SAVING CURRENT FIXED RECURRING CREDIT DEBIT


    ACCOUNT ACCOUNT DEPOSIT DEPOSIT CARD CARD

    HOME PERSONAL GOLD EDUCATION VEHICAL MOBILE NET CUSTOMER


    LOAN LOAN LOAN LOAN LOAN BANKING BANKING CARE
    BALANCE
    ENQUIRY
    LEARNING OUTCOMES
    Product Marketing

    Target Consumers Size

    Consumer Approach

    Understanding Consumer Behaviour


    Target Consumers
    AREA OF RESEARCH
    RESEARCH FINDING

    Most of the population in our ecosystem are students and young salaried employees

    Saving account is being the most preferred product .

    More males are having banking relationships than female.

    22-40 age group people are more into the digital channels.

    The overall feedback towards Comfort of experience with your banking products is moderate to good.
    REVIEW OF LITERATURE
    Article 1:
    Her study found factors affecting satisfaction are staff knowledge, behaviour, online banking-channel management
    & support system, amount charges, and language information (Prerna Dawar 2013).
    Article 2:
    They focused on e-banking and customer satisfaction in Nigeria, and concluded that there is an impact of e banking
    on satisfaction of the customer of the banks in Nigeria (Alabar, t. timothy 2012).
    Article 3:
    The research has been done on customer satisfaction of the banking customer in Isfahan city. Results were technical
    knowledge and environment of the bank are main factors which dreates dissatisfaction in Isfahan City (MajidKaboli,
    saeed Fathi, MarjanAjiji 2011).
    Article 4:
    They have strongly argued that customer’s knowledge is also one of the most important factors which can affect
    satisfaction (Ghosh and kailash 2010).
    Article 5:
    They revealed nine factors of customer satisfaction in their study i.e. tangibility, convenience and availability,
    accuracy, e-fulfilment, responsiveness, promptness, empathy and personal assistance (Chavan and Ahmad 2013).
    REVIEW OF LITERATURE
    Article 6:
    The author had concluded that customer perception of service quality, the quality of the product, customer’s emotional
    factors, the prices levied by the bank, banking situational factors like convenience all affect the level of customer satisfaction
    (Zeithaml et al 2000).
    Article 7:
    They conducted a survey to study the customer satisfaction in rural banking and identified twenty-one factors of
    customer satisfaction. These factors were grouped into six classes like work culture, efficiency factor, furnishing and basic
    amenities provided by the branch to its customers, product variety, accessibility and friendliness, procedural complexities
    and locational factor. The factor analysis was used to analyse the customer satisfaction level and customers were found
    dissatisfied with the service quality of bank (Paul Kumar Manoj and Barman Arup 2010).
    Article 8:
    Customer satisfaction can be evaluated on the basis of services provided by the banks. It was found that the customers
    were satisfied with the services of the bank. The study also revealed the problems encountered by the customers in banking
    transactions. Network problems, delay in loan approvals, less investment in modern technologies were the major problems
    encountered by the customers (Deribe and Deribe 2013).
    REVIEW OF LITERATURE

    Article 9:
    He revealed that all service quality dimensions like empathy, responsiveness, assurance, tangibility and reliability are
    positively correlated with customer satisfaction. Improvement in the service quality leads to better customer satisfaction
    which in turn leads to customer loyalty and commitment. Empathy is the dominant service quality dimension (Shanka 2012).
    Article 10:
    A study to measure customer satisfaction in public and private sector banks of Surat city and confirmed that reliability,
    responsiveness, assurance are the most significant factors affecting satisfaction level of customers. Tangibility and empathy
    also affect the satisfaction level of customers but to a lower extent (Mistry 2013).
    OBJECTIVE
     To understand what consumer behavior is and the different types of
    consumers
     To understand the relationship between consumer behavior and customer
    value, satisfaction, trust and retention
     To examine the customer expectations in enhancing their experience
    through digital channels
     To understand the customers level of awareness about the products offered
    by banks
    RESEARCH METHODOLOGY

     Data is collected through the questionnaires.


     Primary data is used.
     Percentage scale is used to understand the results.
    THANK YOU D.V.S.S GANESH
    (29-131)
    ganesh2020@ssim.ac.in

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