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2) lack of objectivity;
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/ 47
The main objective of this project is to study the awareness of the satisfaction of
customers regarding the SBI Retail Banking .During this summer internship program
period I have to achieve some thing, which is helpful for my career, and some value
addition to the Banking Company. It gives me good opportunity to expose and
creating good impression of corporate mind.
1) To find out what type of problem customer are facing related to service
delivered by SBI.
2) To find out the level of customer satisfaction from the product marketing
of SBI retail banking.
SCOPE
Money is the centre of world economy and Bank works as a central point for money.
Banking industry is a very growing industry and among all the banks, particularly SBI is
doing very well. In this time of global recession where the other companies are laying off
their staffs but SBI has recruited more than 20000 employees in the year 2008.So there is
a huge potential for getting jobs in SBI.
LIMITATIONS
1)The survey was conducted in the Darbhanga.
10
2) Target customers and respondents were too busy persons, so it was
difficult to get their time and view for specific questions.
3) Area covered for the project while doing job also was very large and it was very difficult
to correlate two different customers / respondents’ views in a one.
Every financial customer has his / her own need and according to the
requirements of the customer product customization was not possible.
11
Research Methodology:
The Research and Methodology adopted for the present study has been systematic and
was done in accordance to the objectives set which has been detailed as below.
Research Definition
Research is a process in which the researcher wishes to find out the end result for a
given problem and thus the solution helps in future course of action.
Nature of Research:
1. Descriptive Research:
.
12
My research design is descriptive as descriptive research –
• Describe the characteristics of certain groups/ samples /
populations.
• Estimate proportions in specified populations.
• Make specific predictions.
Purpose. Primary data for this research, data are collected through a direct source like
survey to obtain the first hand information is others resources are written below.
• Survey.
• Face to face interaction.
Secondary Data: It consists of information that already exists
somewhere and has been collected for some specific purpose in the study. The
secondary data for this study is collected from various sources like,
• Books.
• Website.
• Newspaper.
Questionnaire:
Questionnaire Development:
13
Questionnaire is the most common instrument in collecting primary data. In order to
gather primary data from viewers. The present questionnaire consists closed ended
type of questions.
.Sampling-
Sampling is that part of statistical practice concerned with the selection of individual
observations intended to yield some knowledge about a population of concern,
especially for the purposes of statistical inference.
14
reference
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ON
AT
STATE BANK OF INDIA
DARBHANGA
Prepared by:
VIVEK KUMAR
ENROLLMENT NO-08SM022
BATCH 2008-10
DECLARATION
Signature
Vivek Kumar
ACKNOWLEDGEMENT
To acknowledge all the persons who had helped for the fulfillment of the
project is not possible for any researcher but in spite of all that, it
becomes a foremost responsibility of the researcher and also the part of
research ethics to acknowledge those who had played a great role for the
completion of the project.
VIVEK KUMAR
PGDSM
2008-10
Executive Summary:
At the end I concluded from the project that customer availing loan from
SBI are satisfied from the Service and the Employee cooperation as well
as the whole loan procedure was so supportive that they want to avail
loan in future from SBI only.
CONTENTS
Certificate
Declaration
Acknowledgement
List of Illustrations/Tables
Abstract
Chapter 1
Chapter 2
Chapter 4
Conclusions
4.1 Conclusion/Findings
4.2 Recommendations
References
OBJECTIVE
The main objective of this project is to study the awareness of the
satisfaction of customers regarding the SBI Retail Banking .During
this summer internship program period I have to achieve some
thing, which is helpful for my career, and some value addition to
the Banking Company. It gives me good opportunity to expose
and creating good impression of corporate mind.
SCOPE
Money is the centre of world economy and Bank works as a central
point for money. Banking industry is a very growing industry and among
all the banks, particularly SBI is doing very well. In this time of global
recession where the other companies are laying off their staffs but SBI
has recruited more than 20000 employees in the year 2008.So there is a
huge potential for getting jobs in SBI.
LIMITATIONS
1) The survey was conducted in the Darbhanga.
2) Target customers and respondents were too busy persons, so it was
difficult to get their time and view for specific questions.
3) Area covered for the project while doing job also was very large
and it was very difficult to correlate two different customers /
respondents’ views in a one.
Every financial customer has his / her own need and according to the
requirements of the customer product customization was not possible.
Research Methodology:
The Research and Methodology adopted for the present study has
been systematic and was done in accordance to the objectives set
which has been detailed as below.
Research Definition
Research Design:
According to “Claire Seltiz”, a research design is the arrangement
of condition and analysis of data in manner that aims to combine
relevance to the research purpose with economy in procedure.
Nature of Research:
Research is basically of two types.
1. Descriptive research
2. Explorative research
1. Descriptive Research:
.
My research design is descriptive as descriptive research –
• Survey.
• Face to face interaction.
Questionnaire:
Questionnaire Development:
Questionnaire is the most common instrument in collecting primary
data. In order to gather primary data from viewers. The present
questionnaire consists closed ended type of questions.
Sampling-
Sampling is that part of statistical practice concerned with the
selection of individual observations intended to yield some
knowledge about a population of concern, especially for the
purposes of statistical inference.
In my survey, I have taken convenience sampling.
My sampling is probability sampling as probability sampling that
has been selected using simple random selection each unit in the
population has a known chance of being selected.
Overdraft
Demand Loan
Term Loan
Cash Credit
Overdraft:
A Current account when permitted to overdraw (allowing
withdrawal more than deposited or without deposits ) becomes an
overdraft account
Can be operated by cheque, ATM, INB
A type of advance of temporary nature/ to valued clients
sometimes against Term Deposit, NSC etc.
A running account where further withdrawals (debits) can be
permitted as and when deposits (credits) come.
Demand Loan:
Basically an advance payable on demand.
Payment in installments also generally allowed.
Given against Bank deposits, NSCs, Insurance policies
Gold loans and Pension Loans are given as Demand loans
Only one Debit allowed for disbursement. Cannot be operated by
cheque & ATM.
Term Loan:
Loan payable as per pre-determined installments over a fixed term.
Extended for acquisition of assets like house, car, land, building,
Plant & Machinery etc.
Installments are to be paid out of the income of the person in case
of Personal Segment loans
Installments are to be paid out of the income of the activity
financed in case of non-personal segment loans.
Cash Credit:
An advance facility for financing the working capital needs of
commercial activities.
A running account on the lines of Overdraft.
An account where all the receipts and payments of the activity on
account of day-to-day operations are expected to be reflected.
Extended against the stocks and receivables of the unit. (Stocks:
raw materials, semi finished goods, finished goods etc, Receivable
means money to be received towards sales).
Charge:
Transaction:
An Act was passed in Parliament in May 1955 and the State Bank
of India was constituted on 1 July 1955.
State Bank of India (Subsidiary Banks) Act was passed in 1959,
enabling the State Bank of India to take over eight former State-
associated banks as its subsidiaries (later named Associates).
State Bank of India was thus born with a new sense of social
purpose with 480 offices, 3 Local Head Offices and a Central
Office.
History of SBI:
The evolution of State Bank of India can be traced back to the first
decade of the 19th century. It began with the establishment of the
Bank of Calcutta in Calcutta, on 2 June 1806. The bank was
redesigned as the Bank of Bengal, three years later, on 2nd
January 1809. It was the first ever joint-stock bank of the British
India, established under the sponsorship of the Government of
Bengal. Subsequently, the Bank of Bombay (established on 15
April 1840) and the Bank of Madras (established on 1 July 1843)
followed the Bank of Bengal. These three banks dominated the
modern banking scenario in India, until when they were
amalgamated to form the Imperial Bank of India, on 27 January
1921.
The All India Rural Credit Survey Committee proposed the take
over of the Imperial Bank of India, and integrating with it, the
former state-owned or state-associate banks. Subsequently, an
Act was passed in the Parliament of India in May 1955. As a result,
the State Bank of India (SBI) was established on 1 July 1955. This
resulted in making the State Bank of India more powerful, because
as much as a quarter of the resources of the Indian banking
system were controlled directly by the State. Later on, the State
Bank of India (Subsidiary Banks) Act was passed in 1959. The Act
enabled the State Bank of India to make the eight former State-
associated banks as its subsidiaries.
ASSOCIATE BANKS
State Bank of India has the following 6 Associate Banks
(ABs) with controlling interest ranging from 75% to 100%:
State Bank of Bikaner and Jaipur (SBBJ)
State Bank of Hyderabad (SBH)
State Bank of Indore (SBIn)
State Bank of Mysore (SBM)
State Bank of Patiala (SBP)
State Bank of Travancore (SBT)
The six ABs have a combined network of 4596 branches in
India, which are fully computerized and on CBS.
The ABs has 1070 ATMs, which are networked with SBI
ATMs, providing value added services to clientele.
FOREIGN BANKING SUBSIDIARIES
OTHERS
In addition to these, there are other Subsidiaries / Jointly
Controlled Entities such as:
RETAIL BANKING
Retail Banking has wider connotation and is not the same as that of retail
lending. Retail Banking refers to the efforts of the bankers to reach up to
the customers on both fronts of the balance sheet i.e., Liabilities side as
well as Assets side. Under the liabilities side, we have deposits. Under the
assets side, we have credit schemes of the various banks. The job of the
banker has become very difficult in this segment too. Bankers today are
offering various sops to attract the potential customers.
Within the two segments mentioned above, the Authority has focused on
the following main products:
• Within the segment of banking services for consumers, three sets of
retail banking products form the core of the sector inquiry:
i)Current accounts – the bank account which individuals use
for most of their household transactions such as receiving wages or
paying bills.
ii) Deposit accounts – an account which individuals use for
saving. The accounts provide instant (‘sight deposits’) or time-
limited (‘time deposits’) access to funds.
iii) Consumer term loans – a loan account operating for a
specified time period, which is used to fund personal or household
consumption.
In addition to these three sets of products, the sector inquiry has also
taken some account of other retail banking products for individuals such
as payment cards, mortgages and investment funds.
The supply side of retail banking markets shows common features that
are typical for banking markets in general. The main difference between
retail banking and other banking fields is the fragmented demand side of
the first, comprising individual consumers and small enterprises. In the
following, the characteristics of the supply and demand sides of the
market will thus be discussed separately.
The demand-side of retail banking markets is, as would be expected,
fragmented. Bank customers are often faced with information asymmetry,
i.e. lack of full information about the products and services on offer and
hence cannot make meaningful comparisons. Moreover, there are
numerous barriers to customer mobility (e.g. tying and bundling of
products, switching costs such as closure charges, etc.) that result in a
certain reluctance to switch suppliers, hence making price competition
less efficient.
Challenges:
Sustaining Customer loyalty
What is Vision?
• The Vision acts as a source of constant inspiration, a guiding
light for the future.
• The Vision statement presents a picture of the desirable
future.
What is Mission?
OUR VISION:
MY SBI
MY CUSTOMER FIRST
MISSION:
I have analyzed the data collected through the questionnaire and have
classified the data into tables.
TABLE-I
The given below BAR graph shows the response of 100 customer.
QUICK
RESPONSE 38
GOOD CUSTOMER RELATION 37
EXTRA FACILITY FOR EXISTING CUSTOMER 25
INTERPRETATION
TABLE-II
4
SATISFIED 2
3
NORMAL 4
2
DISSATISFIED 4
45
40
35
30
25
20
15
10
5
0
SATISFIED NORMAL DISSATISFIED
INTERPRETATION
Out of 100 customers 42 were found SATISFIED after taking loan from
SBI , 34 Customer were NORMALY satisfied from SBI and 24 were
DISSATISFIED because of interest charged, and behavior of the
employee.
TABLE-III
YES 68%
NO 32%
70
60
50
40 YES
30 NO
20
10
0
1 2
Interpretation:
TABLE-IV
• The given Bar graph shows “THE INFLUENCING FACTOR
FOR TAKING LOAN FROM SBI ”
ADVERTISEMENT 26
FRIENDS 20
EASY AVAILABILITY OF LOAN 22
TRUST 32
35
30
25
20
15
10
5
0
INF LUE NCING
F A CTO R FO R
LO A N FRO M
SBI
Interpretation:
Out of 100 customers, 32 said trust, 26 said advertisement,22 said easy
availability and rest 20 said friends and relatives about the influence
factor to taking loan from SBI.
TABLE-V
The given Pie chart shows the processing procedure while availing loan:
28% 30%
Excellent
Good
Average
42%
Interpretation:
Out of 100 customers 42 peoples said good, 30 people said
excellent and rest 28 people said average about the processing
procedure while availing the loan.
TABLE-VI
24% 21%
Excellent
Good
Average
55%
Interpretation:
Out of 100 customers 55 peoples said good, 21 said
excellent and 24 peoples said average about co-operation
of employees in processing and documentation.
TABLE-VII
15%
Excellent
49% Good
Average
36%
Interpretation:
Out of 100 people’s 49 said averages, 36 said good and
15 said excellent about the interest rate charged upon the
loan available.
CONCLUSION
FINDINGS
1) Customers were satisfied from the quick response
and good customer relationship.
RECOMMENDATION
Their should be a separate section to deal with
the customer queries and other responses.
When a customer comes to know about the
product one should say more about its value
and benefits.
QUESTIONNAIRE
1) Name: 2) Profession:
A) Advertisement B) Friend/Relative
7) How do you find the processing procedure while availing the loan?
9) How do you find the interest rate charged upon the loan available?
10) Would you like to take another loan from SBI in future?
A) Yes B) No
THANKS
References:
www.sbi.co.in
Banking Law and Practices (S.N.Maheswari)
The Economic Times