The Bank has a network of 2,772 branches and 9,363 Tam’s in India, and has a presence in 19 countries, including India. The bank has subsidiaries in the United Kingdom, Russia, and Canada; branches in United States, Singapore, Bahrain, Hong Kong, Sir Lankan, Qatar and Dublin International Finance Centre; and representative offices in United Arab Emirates, China, South Africa, Bangladesh, Thailand, Malaysia and Indonesia. The company’s UK subsidiary has established branches in Belgium and Germany.

CHIC Bank was established in 1994 by the Industrial Credit and Investment Corporation of India, an Indian financial institution, as a wholly owned subsidiary. The parent company was formed in 1955 as a Joint-venture of the World Bank, Indian’s public-sector banks and public-sector insurance companies to provide project financing to Indian industry. The bank was initially known as the Industrial Credit and Investment Corporation of India Bank, before it changed its name to the abbreviated CHIC Bank. The parent company was later merged into CHIC Bank. CHIC Bank launched internet banking operations in 1998.

Icicle’s shareholding in CHIC Bank was reduced to 46 percent, through a public offering of shares in India in 1998, followed by an equity offering in the form of American Depositary Receipts on the NYSE in 2000. CHIC Bank acquired the Bank of Mantra Limited in an all-stock deal in 2001, and sold additional stakes to institutional investors during 2001-02. In the asses, CHIC transformed its business from a development financial institution offering only project finance to a diversified uncial services group, offering a wide variety of products and services, both directly and through a number of subsidiaries and affiliates like CHIC Bank.

In 1999, CHIC become the first Indian company and the first bank or financial institution from non- Japan Asia to be listed on the NYSE. In 2000, CHIC Bank became the first Indian bank shares issue generating a demand book 13 times the offer size. In October 2001, the Boards of Directors of CHIC and CHIC Bank approved the merger of CHIC and two of its wholly owned retail finance subsidiaries, CHIC Personal Financial Services Limited and CHIC Capital Services Limited, with CHIC Bank.

Marketing decisions are very important to a firm’s success. In view of its ability to provide satisfaction to the growing wants and needs of the people, marketing as an economic activity has thereby gained importance in the economic world. So important it is that it touches the lives of all people all over the world. Consumer satisfaction Is a central concept In modern marketing thought and practice. Referred to many as the “marketing revolution” of the asses. Sudden shift toward customer-oriented marketing became the newest “trend” in business-?and it as held its ground since: Business starts with the customer. Customer satisfaction matters. It matters not only to the customer, but even more so to the business because it directly impacts a company’s bottom line profits. The marketing concept emphasizes delivering satisfaction to consumers and obtaining profits In return. As a result, overall quality of life Is expected to be enhanced. Thus, consumer satisfaction is crucial to meeting various needs of consumers, business, and society.

The realization of this importance has led to a proliferation of research on consumer satisfaction over the past two decades. Attempts to make significant contributions toward understanding this important area have been made, including numerous studies and annual conferences on consumer satisfaction/delectation’s and complaining behavior. Consumers compare their perceptions of product performance with a set of standards. Measuring the level of customer satisfaction is very important for today’s business organizations. Business organizations can use these measurements to improve their business results.

Measurement of customer satisfaction requires quantitative and qualitative methods. Consequences of satisfaction come out In two different forms. In case of high satisfaction or at least no dissatisfaction, the customers keep their purchasing. The customers exceed their expectations provide a positive word of mouth as well as they continue to be a loyal customer for the company. However, in case of dissatisfaction or defection, customers may complain and stop purchasing. At least, they start distributing negative word of mouth.

Yesterdays big firms focused on mass – marketing to all customers. Today’s firms are building deeper, more direct and more lasting relationships. Most marketers realize that they don’t want relationship with every customer. Instead, they now are targeting fewer, more profitable customers. Once they identify profitable customers firms can create attractive offers and capture their customer’s satisfaction. Have shown over time to consistently increase profits from their installed client base. The impact of customer loyalty is impossible to overlook.

This white paper will examine not only the significance of customer satisfaction, but also some of the factors that businesses need to consider in order to accurately define, measure, and integrate this concept into practice Customer-oriented business philosophy, or any of its many synonymous monikers customer-focus, customer-centrism, relationship marketing) has since gained near ubiquitous acceptance, but surprisingly, most companies are not practicing some of the most fundamental tenets of this school of thought. Customer satisfaction matters.

It matters not only to the customer, but even more so to the business because it directly impacts a company’s bottom line profits. Furthermore, it is one of the most important components of a company’s positive brand image. Consumerism involves the relationship of marketing with those who buy a company’s goods or services. Consumerism had its beginning in the early asses. At the time, it soused on product purity, product shortages, antitrust concerns, postal rates and banking. From the asses to the asses, consumerism concentrated on product safety, labeling, misrepresentation, deceptive advertising ,consumer refunds and bank failures.

The greatest growth in consumerism took place from the early asses until about 1998. It involved all areas of marketing. Brand image . The reason why customer satisfaction directly affects bottom line profitability is quite simple: it costs far less to retain a happy client than it does to find a new client. Businesses that have been successful retaining the business of their loyal clients integrate this concept into practice Referred to many as the “marketing revolution” of the asses, a sudden shift toward customer-oriented marketing became the newest “trend” in business-?and it has held its ground since: Business starts with the customer.

Find out what the customer wants, then produce it, then sell it. Customer- oriented business philosophy, or any of its many synonymous monikers (customer- focus, customer-centrism, relationship marketing) has since gained near ubiquitous acceptance, but surprisingly, most companies are not practicing some of the most