A Comparative Study Of Customer Services In ICICI And SBI


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A Comparative Study Of Customer Services In ICICI And SBI Final Project Report

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Banking in India originated in the last decades of the 18th century. The oldest bank in existence in India is the State Bank of India, a government-owned bank that traces its origins back to June 1806 and that is the largest commercial bank in the country. Central banking is the responsibility of the Reserve Bank of India, which in 1935 formally took over these responsibilities from the then Imperial Bank of India, relegating it to commercial banking functions. After India’s independence in 1947, the Reserve Bank was nationalized and given broader powers. In 1969 the government nationalized the 14 largest commercial banks; the government nationalized the six next largest in 1980.

Currently, India has 88 scheduled commercial banks (SCBs) – 27 public sector banks (that is with the Government of India holding a stake), 29 private banks (these do not have government stake; they may be publicly listed and traded on stock exchanges) and 31 foreign banks. They have a combined network of over 53,000 branches and 17,000 ATMs. According to a report by ICRA Limited, a rating agency, the public sector banks hold over 75 percent of total assets of the banking industry, with the private and foreign banks holding 18.2% and 6.5% respectively.


 Chapter1: Introduction     07 – 33
1.1 Overview of banking Industry 7
1.2 Company Profile 13
1.3 Research objective 31
1.4 Review of literature 31
1.5 Key Words 32
 Chapter 2: Research Methodology  34 – 37
 2.1 Sampling Design  35
2.2 Pilot Study 36
2.3 Research Methodology 37
2.4 Limitations of the Study 37
 Chapter 3: Data Analysis and Interpretation 38 – 81
 Chapter 4: Findings, Recommendations and Conclusion  82 – 85
Chapter 5: Appendices  86 – 91
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A Comparative Study Of Customer Services In ICICI And SBI

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Indian Institute of Computer Application (IITCA)

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Roop Chandra




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