A STUDY ON CONSUMER SATISFACTION LEVEL TOWARDS ICICI BANK LTD IN MADURAI CITY

Special Issue - Innovative Commerce: Bridging Business and Computer Applications (ICBBCA-2026) |PG Department of Commerce with Computer Applications, Mannar Thirumalai Naicker College, Madurai – March 2026| International Journal of Computer Science (IJCS) Published by SK Research Group of Companies (SKRGC)

Abstract

This project study focuses on the growth, performance, and customer service practices of ICICI Bank, one of the leading private sector banks in India. The study examines the bank’s financial performance, innovative banking services, digital transformation initiatives, and customer satisfaction levels. ICICI Bank has played a significant role in modernizing the Indian banking sector through the introduction of internet banking, mobile banking applications, digital payment systems, and customer-centric financial products. The research analyzes various banking services such as savings accounts, loans, credit facilities, investment services, and digital banking platforms offered by ICICI Bank. It also evaluates the bank’s marketing strategies, risk management practices, and competitive position in the Indian banking industry. Primary and secondary data were used to understand customer perception and service efficiency. The findings reveal that ICICI Bank maintains strong brand value, technological advancement, and customer trust, which contribute to its sustained growth. However, continuous improvement in service quality and customer relationship management is essential to maintain competitiveness in the dynamic banking environment. This study provides insights into ICICI Bank’s operational efficiency and highlights its contribution to the development of the Indian financial system.

References

1. Bhole, L.M., & Mahakud, J. (2019). Financial Institutions and Markets: Structure, Growth and Innovations. McGraw Hill, New Delhi.
2. Gordon, E., & Natarajan, K. (2021). Banking Theory, Law and Practice. Himalaya Publishing House.
3. Ramesh, A., & Prasad, K. (2018). “Impact of Digital Banking on Customer Satisfaction: A Study of ICICI Bank.” International Journal of Banking and Finance Research, 5(3), 45–52.
4. Singh, R. (2020). “Performance Analysis of Indian Private Sector Banks: A Case Study on ICICI Bank.” International Journal of Management Studies, 7(2), 120–132.
5. ICICI Bank. (2024). Annual Report 2023–24. Retrieved from https://www.icicibank.com
6. ICICI Bank official website: https://www.icicibank.com
7. Money control – ICICI Bank Financials: https://www.moneycontrol.com/financials/icicibank
8. Economic Times – Banking Section: https://economictimes.indiatimes.com/industry/banking

Keywords

Private Sector Banking, Customer Satisfaction, Loan and Credit Services, Banking Innovation, Risk Management