A study to evaluate the banking services provided to SME customers by ICICI bank in uttar pradesh, introduction to the topic, review of literature,Objective of study, research methodolgy, limitations, conclusion, bibliography.

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A SYNOPSIS REPORT
ON
“A STUDY TO EVALUATE THE BANKING
SERVICES PROVIDED TO SME
CUSTOMERS BY ICICI BANK IN UTTAR
PRADESH”
SUBMITTED TO:
PROF. A. K. MALVIYA
SUBMITTED BY:
APURV KUMAR MAURYA
ROLL NO:
MBA 3RD
SEMESTER

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TABLE OF CONTENT
1.Introduction.
2.Review of literature.
3.Objective of study.
4.Research Methodology.
5.Limitations.
6.Conclusion.
7.Bibliography.

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INTRODUCTION
The primary objective of this research is to “evaluate the banking
Services provided to small and medium Enterprises (SME) customers
ICICI bank in Uttar Pradesh”
Let us first understand the following:-
1] SME sectors in Uttar Pradesh:-Small and Medium Enterprises (SME)
sector is of strategic importance for Uttar Pradesh. These enterprises
not only play a crucial role in providing large scale employment
opportunities at lower capital cost, but also help in industrialization of
rural and backward areas, thereby reducing regional imbalance,
assuring more equitable distribution of national income and wealth.
These enterprises units are supplementary and complementary to large
and medium scale units as ancillaries. SME sector forms the backbone
of economic progress and development of any State because of its
contribution to industrial productivity, employment generation,
versatile nature, adaptability and contribution in exports. SME
industries constitute an important segment of the UP economy in terms
of employment generation and as a source of foreign exchange
earnings through exports. The SME sector accounts for almost 60% of
the total industrial output in Uttar Pradesh. Uttar Pradesh is the leading
state in India, having the highest number of enterprises in the SME
sector. The state has over 44 lakh SME units at present. Out of these
1.88 lakh units registered, while 42.15 lakh units are unregistered.1 It is
the third State after Tamil Nadu and Gujarat in terms of the number of
SMEs registered in recent years.

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2] Company profile ICICI bank:- ICICI Bank is India's second-largest
bank, The Bank has a network of about 573 branches and extension
Counters and over 2,000 ATMs. ICICI Bank was originally promoted in
1994 by ICICI Limited, an Indian financial institution, and was its wholly-
owned subsidiary.
1) ICICI was formed in 1955 at the initiative of the World Bank, the
Government of India and representatives of Indian industry. The
objective was to create a development financial institution for
providing medium-term and long-term project financing to Indian
businesses.
2) In the 1990s, ICICI transformed its business from a development
financial institution offering only project finance to a diversified
financial services group offering a wide variety of products and services,
both directly and through a number of subsidiaries and affiliates like
ICICI Bank.
3) In 1999, ICICI become the first Indian company and the first bank or
financial institution from non –Japan Asia to be listed on the NYSE. In
2001, ICICI bank acquired Bank of Madura Limited. ICICI Bank set up its
international banking group in fiscal 2002 to cater to the cross border
needs of clients and leverage on its domestic banking strengths to offer
products internationally. ICICI Bank currently has subsidiaries in the
United Kingdom, Canada and Russia, branches in Singapore and Bahrain
and representative offices in the United States, China, United Arab
Emirates, Bangladesh and South Africa.
4) Today, ICICI Bank offers a wide range of banking products and
financial services to corporate and retail customers through a variety of
delivery channels and through its specialized subsidiaries and affiliates
in the areas of investment banking, life and non-life insurance, venture
capital and asset management.

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REVIEW OF LITERATURE
Small and medium scale enterprises are the back bone of the economy
in developed and undeveloped countries. The economic contribution of
SMEs to the GDP and employment of the countries are more than 50 %,
some of the developed countries the share in GDP is more than 95%.
Thus all the countries are keen on developing SME sector as major part
of their economy. However, it was significant that past researchers
citation on slow growth of the SMEs due to various constraints evolves
socially economically, technologically etc. The literature extracts
worldwide publications by many social organizations and rank journal
articles on SMEs and SME development sector for sustainable
performance. The paper examined and categorized all recent facts of
SMEs under five hegemonies such as definitions, global opportunities,
Innovation and R&D, Internationalization, Failures & Constraints of the
SMEs. The review analyzed reports and research articles published from
2000 to 2017 on SMEs and SME development. SMEs consist of
manufacturing, services, agriculture, mining etc. as main segments. The
review focused on social, technological and economic developments of
small and medium-size manufacturing industries in the world
highlighting the similarities and differences. The review finding
contributes to updating the current stock of knowledge on SMEs
development and prevailing constraints to improve their sustainable
development. The study explored on current trends in cross-border
marketing through internationalization and competitive advantages to
be in the competitive market.

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OBJECTIVE OF STUDY
Primary Objectives
To evaluate the banking services provided to SME customers by ICICI
bank in Uttar Pradesh.
Secondary Objectives
1. Marketing effectiveness of banks in Uttar Pradesh.
2. To find out the new product requirements of SME customers.
3. To find out customers satisfaction level in current account of ICICI
bank (U.P.).

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RESEARCH METHODOLOGY
The meaning of research is a “Careful Study or investigation especially
in order to discover new facts or information”. Research is defined as
movement from the known to the unknown. It is an effort to discover
something.
Marketing research is determined through the following steps:-
1] RESEARCH DESIGN
Research design is a plan of action that guides the entire research, in
our Study Descriptive Research Design has been adopted.
2] QUESTIONNAIRE DESIGN
Quite often questionnaire is considered as the heart of a survey
operation. Hence it should be very carefully constructed. Questionnaire
was prepared with the combinations of various types of questions
which have been listed below. The number of questions used under
each type are 6 yes/no questions, 8 open ended questions, 18 close
ended questions and 2 ranking questions.
3] SAMPLING TECHNIQUE USED
The sampling technique adopted for the study is convenience sampling.
4] SAMPLE SIZE
The sample sizes of 100 customers of the branch were interviewed.
5] PRE TESTING
Pre-testing is a method which has to be followed strictly. Once
questionnaire is drafted it should be field tested before finalizing. The
responses are studied to determine the need for restructuring the
questionnaire. Pre -testing was done on a group of 15 respondents.

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6] PERIOD OF STUDY
The period of study is for two months.
7] METHOD OF DATA COLLECTION
The data collected for the study includes both primary and secondary
data in order to attain the objectives of the study. Apart from this
information regarding the company, future prospects etc have been
collected from websites, clipping, from newspapers, magazines,
journals, books.
8] STATISTICAL TOOLS USED
The role of statistics in research is to furnish a tool in designing
research, analyzing its data and drawing conclusions there from. As
every individual clearly knows that a researcher cannot ignore the
science and statistics.
Tools used are as follow:-
1- Weighted Average Method.
2- Data analysis and interpretation.

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LIMITATIONS
During the study, these were several problems such as unwillingness to
respond and use co -operations from respondents due to this daily
target during data collection.
1) The respondents found a short span of time in spending for the
direct interview.
2) The study is restricted with (U.P.) only.
3) The time constrains had restricted from an in-depth study.
4) The sampling method adapted to this study in the major
limitation. Because in convenience sampling elements of the
sample may not represent the whole population.

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CONCLUSION
The study is mainly focusing on evaluating the banking services
provided to SME customer in Uttar Pradesh. This evaluation is made
with the help of finding the marketing effectiveness of banks in state
(UP), the new product requirement and satisfaction level in current
account, loans, etc. Customers are yet to accept modern internet bank
facilities. All most the marketing activities through TV, Print media had
reached well to the customers.
The study reveals that customers have overall satisfaction about the
banking services provided to them. Their suggestion to improve the
banking services needed to SME customers are also brought out. The
study also reveals their ICICI bank is offering innovating product then
other banks.

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BIBLIOGRAPHY
REFERENCE BOOKS:
1. Marketing Management (Philip Kotler).
2. Marketing Research (G C Beri).
WEBSITES:
1. www.csb.co.in/sme-banking
2. www.google.com
3. http://tari.co.in/wp-content/uploads/2016/04/UP-MSME_Eng.pdf