India's banking sector is booming at a great pace in spite of its relatively small size in comparison of its counterparts in other leading economies. Indian banking sector has been found lucrative by eminent players from the international world. For e.g., In India, Citibank and Standard Chartered Bank has more than half of all credit card receivables and personal loans, which has generated more than Rs. 200 crore of profit for both banks. In 2003, Oriental Bank of Commerce was listed by Forbes magazine in its 'Global 200 Best Companies' list. In 1990s, after a long gap of more than 20 years, the apex bank, Reserve Bank of India (RBI) has issued licenses to 9 new private banks. In this, Times Bank got merged with the HDFC Bank. The RBI also allowed Kotak Mahindra Finance Company to become a bank. These banks have shown their edge over each others with the introduction of new products and technologies. Most of the banks paid their focus on the retail sector and provide internet banking, phone banking and mobile banking services to their customers and have cornered one of the largest segments of the India's banking sector by targeting the India's growing middle income class. The Indian banking sector has seen a proliferation of new services which has shown an improvement in customer service.
To study whether the customers are satisfied with their services among ICICI bank and SBI bank
To know about the Customer preferences among ICICI and SBI bank
To give Suggestions to improve the services
The target population in this research refers to the bank customers who are having an account in SBI bank and ICICI bank due to the convenience in collecting the data. The respondents can be any gender, any income level, any occupation and any education level
For this research we use non-probability sampling. Zikmund (1997) stated that in non-probability sampling, the probability of any particular member of the population being chosen is unknown. The element in the population does not have any probability attached to their being chosen as sample subjects.
Snow ball sampling will be applied in this research. Snow ball sampling is used to collect the data from the customers. Snow ball sampling refers to the procedure that involves the selection of additional respondents based on referrals of initial respondents.
Sample size depends on the desired precision from the estimate. Precision is the size of the estimating interval when the problem is one of estimating a population parameter. This research selects 60 respondents as the sample size due to limited of time by asking them that they are having an account in SBI bank and ICICI bank due to the convenience in collecting the data. The respondents can be any gender, any income level, any occupation and any education level.
A pilot study can refer to many types of experiments, but generally the goal of study is to replicate the full scale experiment, but only on a smaller scale.
A pilot is often used to test the design of the full-scale experiment. The design can then be adjusted in time. This can turn out to be valuable: should anything be missing in the pilot, it can be added to the experiment and chances are that the full-scale (and more expensive) experiment will not have to be re-done.
The ability of a scale or a measuring instrument to measure what it is intended to measure can be termed as the validity of the measurement. Validity can be measured through several methods like face validity, content validity, criterion - related validity and construct validity. For this comparative study the researcher has taken the face validity
Face validity refers to the collective agreement of the experts and researchers on the validity of the measurement scale. The researcher has gave the questionnaire to the experts in banking field
Findings of the Study
Sum Of the respondents to choose the SBI bank is because the bank is proving more ATM facility to the customers.
Many of the respondents are saying the reason to choose the services of the SBI bank is because they are good in efficient customer service.
The income level of the respondents who are having an account in SBI bank falling under the income level of Rs. 5,000 - Rs.15.000.
The age group of 25yrs - 35yrs respondents mostly is having an account in SBI bank.
The both gender are equally having an account in SBI bank.
Many of the respondents are not aware of the many services rendered by the SBI bank. The few are deposit of cash in ATM, request for cheque book in ATM, end of the day balance in mobile, etc.
Sum Of the respondents to choose the ICICI bank is because the bank is more reliable to the customers.
Many of the respondents are saying the reason to choose the services of the ICICI bank is because they are good in efficient customer service and efficient complaint handling.
The income level of the respondents who are having an account in ICICI bank falling under the income level of Rs. 5,000 - Rs.15.000.
The age group of 25yrs - 35yrs respondents mostly is having an account in ICICI bank.
The male gender is mostly having an account in ICICI bank.
Many of the respondents are not aware of the many services rendered by the ICICI bank. The few are deposit of cash in ATM, request for cheque book in ATM, end of the day balance in mobile, etc.
Vikrant Baghi,Rohit Aggarwal,Yogeshwar Dhaliwal,Ravinder Kumar Garg