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“EFFECTIVENESS OF CUSTOMER RELATIONSHIP MANAGEMENT PROGRAMME IN
“STATE BANK OF INDIA”
Submitted in the partial fulfillment of the requirement for the award of the degree of Master of Business Administration SUBMITTED BY : Niraj Kumar Rastogi Reg. no. : 520919732 Centre Code : 00988 Sem : IV
SIKKIM MANIPAL UNIVERSITY
“EFFECTIVENESS OF CUSTOMER RELATIONSHIP MANAGEMENT PROGRAMME IN
“STATE BANK OF INDIA”
Niraj Kumar Rastogi Reg. no. : 520919732
A project report submitted in partial fulfillment of the requirements for Master of Business Administration of Sikkim Manipal University, India. Sikkim Manipal University of Health, Medical and Technological Science
Distance Education Wing Syndicate House Manipal - 576119
I here by declare that the project report entitled
“EFFECTIVENESS OF CUSTOMER RELATIONSHIP MANAGEMENT PROGRAMME IN
“STATE BANK OF INDIA”
Submitted in partial fulfillment of the requirements for the degree of Masters of Business Administration to Sikkim Manipal University, India, is my original work and not submitted for the award of any other degree, diploma, fellowship, or any other similar title or prizes.
Place: Delhi Date:
Niraj Kumar Rastogi Reg. no. : 520919732
Mr. Sanjay Wasan Teacher-incharge .The project report of Niraj Kumar Rastogi “EFFECTIVENESS OF CUSTOMER RELATIONSHIP MANAGEMENT PROGRAMME IN “STATE BANK OF INDIA” Is approved and acceptable in quality and form.
Niraj Kumar Rastogi Has worked under my supervision and guidance and that no part of this report has been submitted for the award of any other degree. Mohit Gupta (Director) . no. Medical and technological Science.Annexure D This is to certify that the project report entitled “EFFECTIVENESS OF CUSTOMER RELATIONSHIP MANAGEMENT PROGRAMME IN “STATE BANK OF INDIA” Submitted in partial fulfillment of the requirements for the degree of Master of Business Administration of Sikkim Manipal University of Health. fellowship or other similar title or prizes and that the work has not been published in any journal or magazine. Reg. diploma. : 520919732 Certified Mr.
no. I would also like to take this opportunity to thank Mr.ACKNOW EDGEM NT L E I offer my sincerest thanks and express my deep gratitude to Mr. I would like to thank all my friends for their continuous help whenever I was needed in project. in project. Niraj Kumar Rastogi Reg. Mohit Gupta and all the other staff of institute for their continuous help in providing detailed information & guidance whenever needed. my project guide for her immense help and guidance. Sanjay Wasan. Last but not least. : 520919732 .
analysis and interpretation 6.Appendix .Bibliography 12. Introduction to CRM 5. Data presentation. Executive Summary 2.Limitations 11.Co te ts n n 1. Objective of study 3. SWOT analysis 8. Conclusion 9. Research Methodology 4. Recommendations 10. Findings 7.
With the advent of new technologies in the business of bank. These branches are providing every type of the facility to its customers like accounts. And the SBI Bank is holding a strong customer base in DEHLI city despite of the presence of other so many private and public banks. Loans. People who are using the services of other banks are generally attracted with the . insurance etc… This project is based on the data collected by the personal interview. now customers can freely chose any bank for their transactions. who have their accounts in banks which include students. Current accounts. which are highly technical products to compete with other banks. The bank is providing all the competitive products and services to the customers suit to their particular requirements. Here I have done survey in Delhi to know how today largest bank of India is catering the different need of the customers.. They are giving emphasizes on maintaining the customer relation as product of all the banks are the same and in order to differentiate from others.EXECUTIVE SUM ARY M This project is to know about the effectiveness of customer relationship management in STATE BANK OF INDIA. It has different types of Saving accounts. questionnaire method and other secondary sources. Today Consumers largely selected their banks based on how convenient the location of bank's branches was to their homes or offices. businessmen and employees. The pressures of competitive and dynamic markets have contributed to the growth of CUSTOMER RELATIONSHIP MANAGEMENT (CRM) in the Financial Services Sector. and Investment proposals etc. products. services. they are targeting the customer by fulfilling their individual needs. mostly and covered customer of all age group and I have covered 100 respondents. such as Internet Banking and ATMs. loans. Banks have abandoned traditional method of serving the customers. mutual funds. and the facilities provided by the bank. From analysis of this project I have concluded that most of the customers are satisfied from the dealings. They are using newly method of fulfilling the need of the customers.
The survey shows that 88% customers are fully satisfied with the bank’s performance and their dealings.highly efficient staff and services like InstaAlert etc. Majority of the people prefer to open their accounts in SBI Bank because of their wide network and tie up with other bank’s branches and companies. But the other side that come into light while this study is that some customers are also not satisfied with the dealings of the bank because of some reasons and Bank has to take corrective measures. . Though it is in the mind of the people that public sector banks don’t give the best service but my project result is totally opposite to this.
and this can only de done if we satisfy customers from head to toe.. In last to find that the customer is satisfy from these various products and services of bank. But I have covered all the categories of products and services and also all the classes of customers because I have collected the data from inside the Bank. The main Scope of the study is: - . If we will not satisfy the customers then they will leave our organization and join other. market and some friends home. But in the competitive market. So I am working on the project of the effectiveness of customer relationship management in SBI bank. their facilities provided.Objective Of The Study & Scope As we know that the customer is regarded as The King. the bank has to strengthen its customer base and it can only be done through the customer satisfaction and maintaining long term relation. The main objective of my study is to determine how this bank has the largest customer base and how it is providing the best services to the customers. Customers are the lifelines of the business. How it is providing the services individual to each customer irrespective of whole customers. from their dealings. And for this. And the scope of my study is not only confined to one category. you can get the customer but the more difficult is to retain the customers. No business can be done without them. customer’s behaviour and customer’s demand should be analyzed and that is what I try to do in this report. their behavior with the customers etc.? As to survive and to make profits. Today if the organization has the largest customer base then it may be possible it cannot provide the best services to all these customers.
1) To find out the customers’ satisfaction level. 5) And what bank should improve to increase its customers’ base and to compete other banks? . 4) To throw light on how banks are meeting the needs of customers separately in order to maintain long relation. 3) To find the pitfall in the services of the bank. 2) To find out why customers have an account in more than one bank.
The questionnaire was designed in such a way to cover as many aspects of consumer behavior as possible. personal interview and informal talks.Descriptive Research Blend of Descriptive method has been used in this research for the collection of data. . As the research is related to the study of consumer satisfaction. descriptive research leading to conclusive result is the most suitable design for this research as it is related to why anything happening. In it both opened ended questions and close ended questions have been asked for study. DATA COLLECTION METHOD: PRIMARY DATA:-Questionnaire Method The data has been collected through questionnaire method. considering the time constraints.experimental research will not much effective. which can more effectively be studied through direct questions. Also. It checks the behavior features of a customer.RESEARCH DESIGN & METHODOLOGY RESEARCH PROBLEM: -“ Effectiveness of customer relationship management in STATE BANK OF INDIA” TYPE OF RESEARCH: . Many questions have been asked in it for feedback from customers.
mission and capital structure is taken. mission and many other things. SAMPLE DESIGN: . All the data related to its profile.Random Sampling SAMPLE SIZE: SAMPLE UNIT: 100 Individual GEOGRAPHICAL LOCATION: . Even data related to this study is also taken from the book which is sent to bank’s manager annually and also quarterly related to its management.Secondary Data:Under this data is taken from the internet.DELHI STATISTICAL TECHNIQUES USED: Percentage Analysis .
CHAPTER-4 Introduction .
Customer Relationship Management (CRM) has now become a strategic necessity for the sales and business development professionals who continuously strive to be one up their competitors. reactionary. Marketers now understand that retaining the customers is far more challenging though profitable than acquiring new customers in the fast moving competition. In the past there was. Traditionally. Thus the marketing functions are fast changing to adapt themselves to changing challenges faced at various fronts. focusing their efforts on everything that surrounded the customer but without ever actually getting to the customer. a more . As markets break down into heterogeneous segments. often inherited relationship between a customer and his/her bank. the need to listen to the customer closely has never been greater than it is today. Today. financial institutions can no longer rely on these committed relationships or established marketing techniques to attract and retain customers. The most profitable companies are those that make the smartest decisions about investments in attracting and retaining customers. a committed. which were product and transaction-oriented. Thus the traditional transactional approach to achieve marketing goals became insufficient.For a long time companies saw their customers only as transactions. The philosophy. particularly in the fast moving turbulent environment. increasing competition and ever-reducing margins. This situation necessitated the emergence of new approach namely relationship building through “CUSTOMER RELATIONSHIP MANAGEMENT”. Building a long lasting. focused on discrete rather than continuous activities. culture and organization of financial institutions were grounded in this assumption and reflected in their marketing policies. to certain extent. mutually beneficial relationship with the customer has assumed tremendous importance in today’s business environment. Every organization realizes the need to get closer to the customer to increase market share and fight competition. few people changed their banks unless serious problems occurred. With multiple sales channels.
the customer base of banks has increased. keeping customers as their focal point took place. This made organization move towards marketing activities. however. Also. consumers largely selected their banks based on how convenient the location of bank's branches was to their homes or offices. Understanding and meeting customers’ needs became imperative for any business survival. In the last several years. however. now customers can freely chose any bank for their transactions. During the sales era. Thus. With the advent of new technologies in the business of bank. before the Internet revolution. Production was though in starting just for consumption on later it moved towards production for exchange. it proved to be an unwieldy process that was better in theory than in practice for a variety of reasons. Human activities were confined to consuming whatever was available within their reach. production was performed exclusively for sales and the attention was just on the product. which creates a dialogue with smaller groups of customers and identifies individual needs. CRM emerged as a new approach enabling marketers with brand new tool . such as Internet banking and ATMs. First among these was that it was simply so difficult and expensive to track and keep the high volume of records needed accurately and constantly update them.precisely targeted marketing technique is required. Whatever was produced became saleable because of the limited supply. In the short term. and so has the choices of customers for selecting the banks. newer software systems and advanced tracking features have vastly improved CRM capabilities and the promise of CRM is becoming a reality The evolution of CRM was gradual. The concentration at the beginning was only on consumption. Then the concentration slowly moved towards production. However cut throat competition made it difficult and challenging to retain customers. History of Customer Relationship Management Customer Relationship Management (CRM) is one of those magnificent concepts that swept the business world in the 1990’s with the promise of forever changing the way businesses small and large interacted with their customer bases. It is at this stage the concentration shifted from products to customers. Thus the emergence of customer driven organizations.
sales contact management. Web personalization of e-sales messages. Organizations could do quite well simply by knowing how recently and frequently customers purchase. Advances in the 1990’s In the 1990’s companies began to improve on Customer Relationship Management by making it more of a two-way process. acquire. except in the case of business-to-business key account marketing. survey-like information that cluttered databases and didn’t provide much insight. but in incentives. it tended to provide repetitive.and techniques to reach. what they do. bonus points on credit cards and a host of other resources that are based on CRM . which was simply a catch phrase to define the practice of setting up customer service groups to speak individually to all of a company’s customers. and sophisticated segmenting and predictive modeling tools for more tailored sales messages. key clients it was a valuable tool for keeping the lines of communication open and tailoring service to the clients needs. Through CRM companies tried to re-personalize their customer relationships by installing sales technology . which was very good news for everyone except technology vendors. Instead of simply gathering data for their own use. gifts and other perks for customer loyalty. what they spend. they realized that the bare bones were all that was needed in most cases: what they buy regularly. how much they spend. However database marketing was too costly. This was the beginning of the now familiar frequent flyer programs. In the case of smaller clients. In the case of larger. what they purchase. however. they began giving back to their customers not only in terms of the obvious goal of improved customer service. retain and expand customer base. As companies began tracking database information. A little database marketing went a long way. and an iota of customers’ demographics. In the beginning… The 1980’s saw the emergence of database marketing. too difficult and didn’t pay out on the bottom line.
The Internet provided a huge boon to the development of these huge databases by enabling offsite information storage. CRM is still utilized most frequently by companies that rely heavily on two distinct features: customer service or technology. True CRM comes of age Real Customer Relationship Management as its thought of today really began in earnest in the early years of this century. Today. development. With the increased fluidity of these programs came a less rigid relationship between sales. it became feasible to really use the information in a dynamic way. more advanced solutions that were customizable across industries. CRM became a way to continuously update understanding of customer needs and behavior. but information on the motivation and reactions of customers. Instead of feeding information into a static database for future reference. Where earlier companies had difficulty supporting the enormous amounts of information. leading to increased customer satisfaction from order to end product. customer service and marketing. CRM enabled the development of new strategies for more cooperative work between these different divisions through shared information and understanding. maintenance and optimization of long-term mutually valuable relationships between consumers and the organizations. and custom tailored features enabled companies to break down information into smaller subsets so that they could evaluate not only concrete statistics. Successful customer relationship . Customer Relationship Management: The Concept Customer Relationship Management is the establishment. sub-folders. Internet provided new possibilities and CRM took off as providers began moving toward Internet solutions. As software companies began releasing newer. CRM was now being used as a way to increase sales passively as well as through active improvement of customer service. Branching of information.tracking of customer activity and spending patterns.
Service is associated with the companies' call centers and coordinates interaction between Web. and service needs. such as product. CRM captures. At the heart of a perfect CRM strategy is the creation of mutual value for all the parties involved in the business process. e-mail. Customer Relationship Management (CRM). This distribution of information helps an organization better meet customer. and distributes all relevant data from customer and prospect interactions to everyone in the organization. strategies. analyzes. There are three major areas that focus on customer satisfaction: sales. These fields are developed further with the help of CRM automation. traditional marketing techniques neglected the customer in the after-sales process and failed to meet customers' desires. Marketing concentrates on personalizing customer preferences and offering them satisfying experiences. It is about creating a sustainable competitive advantage by being the best at understanding. The functionality of and between these three fields is essential to successfully connecting a company's front and back offices to facilitate effective. price. and service. software.management focuses on understanding the needs and desires of the customers and is achieved by placing these needs at the heart of the business by integrating them with the organization's strategy. and other communication medias. The goal of CRM is to aid organizations in better understanding each customer's value to the company. CRM has replaced traditional marketing techniques that focused on key marketing mix elements. and other web-based capabilities used to help an enterprise organize and manage customer relationships. marketing. and developing existing customer relationships in addition to . enterprise-wide coordination. also known as relationship marketing or customer management. promotion and place. CRM emphasizes customer retention over customer acquisition and is recognized as one of the most viable tools used to further a company's success in the highly competitive business world. and delivering. while improving the efficiency and effectiveness of communication. The professional sales force predicts and proposes the real-time analysis of information and distributes this information to the company and business partners. people. communicating. is an information technology industry term for the methodologies. By being too functionally-based. technology and business processes. product.
The model has three key phases and three contextual factors: Three key phases: • • • 1. we propose a model. Marketing Orientation.creating and keeping new customers. . Customer Retention. Here. and typical of many of the models and diagrams of CRM that you will find on The Internet and in popular books on the topic of eMarketing/eCommerce. Customer Acquisition. 2. which is a hybrid. Three contextual factors: • 4. 3. MODEL OF CRM We now consider the Business Strategy Perspective on CRM. Customer Extension. So the concept of product life cycle is giving way to the concept of customer life cycle focusing on the development of products and services that anticipate the future need of the existing customers and creating additional services that extend existing customer relationships beyond transactions.
4.means that the wholes organisation is focused upon the needs of customers. and also the augmented product such as a warranty and customer service. innovative IT and value creation we aim to increase the number of customers that purchase additional or supplementary products and services. 1. Growth . Marketing Orientation . 3. 'market' orientation and 'marketing' orientation are not the same). Value Creation . (N. Innovative IT.Through market orientation. innovative IT and value creation we aim to increase the number of customers that purchase from us regularly. .B. Value Creation. We keep them as a customer. Customer Retention . 6. We introduce products and services to our loyal customers that may not wholly relate to their original purchase.Our customer returns to us and buys for a second time.Through market orientation. Customer Acquisition . Growth . Customer needs are addressed by the Three Levels of a Product whereby the organisations not only supplies the actual. 5. or the next level of product or service.• • 5. our goal is to retain them as customers for the extended products or services. Of course once our loyal customers have purchased them. but also the core product and its benefit. Growth . Customer Extension . These are additional. This is most likely to be the purchase of a similar product or service.Through market orientation. tangible product. We have acquired our customer.centres on the generation of shareholder value based upon the satisfaction of customer needs (as with marketing orientation) and the delivery of a sustainable competitive advantage. innovative IT and value creation we aim to increase the number of customers that purchase from us for the first time. supplementary purchases. Marketing orientation will focus upon the needs of consumers for all three levels of a product.Our customers are regularly returning to purchase from us. 2.This is the process of attracting our customer for the first their first purchase.
g. it is vital to its success. • • Gartner created the Eight Building Blocks of CRM— a framework to help enterprises see the big picture. Executing CRM requires board-level vision and leadership to drive a “relentless focus on the customer.is exactly that . it is not seen as the most urgent. also bought another product). and grappling with the technology challenges of multi-channel alignment and systems integration. Besides lack of leadership and support from top management. culture and organization. but growing.Information Technology must be up-todate. since every consumer displays different purchasing habits and preferences. speedy and focus upon the needs of customers. the main reason that enterprises are not approaching CRM at an enterprise level is inability to see the “big picture”. Huge databases store data on individuals and groups of individuals. with most CRM initiatives consisting of departmental projects or attempts to integrate the work of multiple projects.6. It can also be the basis of an . Innovative IT . When Amazon tells you that customers that viewed/bought the same product as you. Only a small. CRM means that an organisation is dealing with a segment of one person. make their business cases and plan their CRM implementation. CRM software collects data on consumers and their transactions. the high reliance on meeting sales and profit targets often mean that. The framework can be used to develop the CRM vision and strategies. It should be efficient. Organisations will track individuals. Whilst IT and/or software are not the entire story for CRM. Building Customer Relationship Management • Achieving the long-term value of customer relationship management (CRM) requires a strategy involving the whole business and should be approached at an enterprise level. Even if the top management accepts the need for enterprise-level CRM. In some ways. and try to market products and services to them based upon similar buyer behaviour seen in other individuals (e. number of enterprises are tackling CRM at this level. lack of a strategic framework to provide the support for the CRM journey. although CRM is the most important challenge facing an enterprise.” It involves learning new customer management skills.
Effective Interaction 3. Architecture. Infrastructure 8. One View Across Channels 7. Too many CRM initiatives suffer from an inward focus on the enterprise. Cost to Serve “Creating a CRM Vision” • Successful CRM demands a clear vision so that a strategy and implementation can be developed to achieve it. Satisfaction. CRM Vision: Leadership. the enterprise will not stand out from the competition. Segments. CRM Technology: Applications. Retention. Valued Customer 4. to help understand its current position and future strategy.assessment of the enterprise’s existing and required CRM capabilities. CRM Strategy: Objectives. • The Eight Building Blocks of CRM are 1. CRM Metrics: Value. . Knowledge Management 6. whereas the point of CRM is to achieve a balance between value to shareholders or stakeholders and value to customers for mutually beneficial relationships. CRM Processes: Customer Life Cycle. build relationships and provide value to each other. Loyalty. CRM Information: Data. Without a CRM vision. Value Proposition 2. Analysis. The two central building blocks in Figure 1 (valued customer experience and organizational collaboration) are joined by a yin and yang motif to emphasize that this is where people meet. Organizational Collaboration 5. Market Position. • The framework emphasizes the need to create a balance between the requirements of the enterprise and the customer. The CRM vision is how the customer-centric enterprise wants to look and feel to its customers and prospects — the customer value proposition (CVP) and the corporate brand values are key to the CRM vision.
target customers will not know what to expect from it and employees will not know what to deliver in terms of external customer experience. they harm the enterprise’s ability to create new relationships with prospects. recommend the enterprise to others and are more willing to pay a premium price. True CRM means that individuals. acquire. No amount of internal “second guessing” can simulate what it’s really like to be a customer. The objectives of a CRM strategy are to target. They forget. generating customer loyalty and gaining a greater market share. A real CRM strategy takes the direction and financial goals of the business strategy and sets out how the enterprise is going to build customer loyalty — that “feel-good factor” of customer connection with an enterprise that means customers stay longer. A successful CRM vision is the cornerstone to motivating staff. ignore or deliberately avoid the necessary changes to the enterprise itself. Good customer experiences drive satisfaction. Poor customer experiences have the opposite effect and. The term “organizational collaboration. develop and retain valuable customers to achieve corporate goals. because bad news travels faster and further than good news. trust and long-term loyalty. “Developing a CRM Strategy” • A CRM strategy is not an implementation plan or road map. teams and the whole enterprise must become more focused on the needs and wants of the customer. “True CRM Requires Organizational Collaboration” • Many enterprises believe that implementing CRM technologies makes them a customer-centric organization. “Customer Experience: The Voice of the Customer”: • Customers’ experiences when interacting with the enterprise play a key role in shaping their perception of the enterprise — the value it provides and the importance it places on the customer relationship.” highlights the many facets of the customer-centric internal change needed to deliver the required and . buy more.
Successful re-engineering should create processes that not only meet customers’ expectations. provide competitive differentiation and contribute to the desired customer experience. Enterprises frequently do not realize that their functionally fragmented processes often mean that the customer has a poor experience and receives less than the expected value. incentives and compensation. initiatives. managing and leveraging their customer information assets are more likely to achieve their CRM goals and objectives and gain a competitive advantage “Technology Decisions Are Key to Enabling CRM Strategies” • For most technologists. not its customers. most enterprises’ CRM information capabilities are poor — the result of numerous and fragmented departments. CRM technologies are an essential enabler for any modern CRM business strategy. but also support the customer value proposition. Having the right information at the right time is fundamental to successful CRM strategies. databases and systems. but they are just one piece of the puzzle. providing customer insight and allowing effective interaction across any channel. skills and even the enterprise culture. Unfortunately. The beneficiary was the enterprise. it will involve changing organizational structures. Enterprises that establish a business plan for sourcing. CRM is all about technology. Key Technology . The rise in CRM has led to a focus on reworking key processes that touch the customer and asking customers which processes matter to them. “Customer Information: Is the Lifeblood of CRM” • Successful CRM requires a flow of customer information around the organization and tight integration between operational and analytical systems. “Customer Process Re-engineering: Talk to Your Customers” • Past efforts to re-engineer processes were primarily driven by the desire to improve the efficiency of an enterprise and reduce costs. As a critical part of a CRM program.desired external customer experience.
In many CRM projects. 4. operational and process. the better a bank can understand the customer and his/her needs & preferences. These metrics have an internal and an external focus and link operations to strategy and corporate financial benefits. Customers in long-term relationships are more comfortable with the service. integration issues start as a relatively low priority.decisions that enterprises have to take are in three areas namely CRM applications. namely: corporate. retail bank customers tend to increase their holding of the other products from across the range of financial products / services available. “Getting the Best Out of CRM Performance Metrics” • The other seven building blocks depend on performance targets and metrics to gauge their success. a CRM strategy a program is destined to fail. and enterprises must set measurable CRM objectives and monitor CRM indicators to successfully turn customers into assets. methods and procedures. supported by integrated technology across the enterprise and its supply chain. and then rise in prominence (cost and time) as enterprises realize that true CRM requires seamless customer-centric processes. 3. This helps reduce operating cost and costs arising out of customer error. . 2. Without performance management. Need of CRM in the Banking Industry A Relationship-based Marketing approach has the following benefits: 1. and so greater the opportunity to tailor products and services and cross-sell the product / service range. the organization. customer strategic. Over time. Each enterprise will have a unique set of metrics applicable to their situation. architectural issues and integration. Long-term customers are more likely to become a referral source. “Getting the Best out of CRM Performance Metrics” introduces a framework for measuring an enterprise’s success with CRM by creating a hierarchy of performance metrics with four levels. and infrastructure input metrics. The longer a relationship continues.
retaining and growing the profitability of private banking customers is to understand what their wants and needs are. banks are now stressing on retaining customers and increasing market share.With increased number of banks. retain existing customers. products and services and practically nil switching costs. Private Banking and CRM Private Banks have traditionally viewed themselves as exceedingly 'Customer Centric' offering what they believe to be highly personalized services to the High Net Worth Customers. customers are easily switching banks whenever they find better services and products. and more importantly. Only when an organization has done this and incorporated this into its strategy can it start to design its value proposition and a customer experience that will enable it to achieve a differentiated competitive position in the private banking market. Customer Experiences The first step towards successfully winning. 50% in insurance and brokerage. However. The Basic Customer Experience . changes in the customer behavior and accumulation of wealth are resulting in the needs of HNW customers becoming more diverse and complex in terms of the sorts of products they want. Therefore. and 125% in the consumer credit card market. Banks are finding it tough to get new customers. the channels through which they want to access them and the associated range of advice. 5% increase in customer retention can increase profitability by 35% in banking business. do so in an economically viable way. and more importantly. The wealthier the customers.and the clients expect more and more from their banks. Competition for "Supremely elite" is increasing. the more demanding they are . so that the organization can be built around serving those needs. According to a research by Reichheld and Sasser in the Harvard Business Review.
Different wealth levels impose different priorities on meeting these needs and open up new avenues for doing so. Therefore. To be a credible player in the market. consistent quality . which drive their need for advice and their purchase of products. Personal. regardless of wealth levels. the private bank must have the capabilities required to meet these needs for the majority of its customer base. If this is true. All customers. This represents a common set of needs that are shared by most HNW customers. HNW customers can afford on it to fund their retirement. have similar emotional needs. allowing them to choose a product option with a higher risk/reward ratio. rather than preserving it. Advice combining industry expertise and knowledge of personal circumstances 3. High quality. which might include: 1. common set of what they want and need from a bank. so their priorities may be associated with growing wealth. Take a simple example.There is a basic 'generic' customer experience that many private banking customers are seeking. it means all HNW customers start with a basic. a private bank must be able to deliver this 'base' experience. long-term relationship 2.
In truth. • Departments often have their own systems. process and technology. There are few major stumbling blocks to realizing the CRM dream: • Multiple lines of business are involved. which the private bank must process to operate in the high net worth market. Challenges in Customer Relationship Management It is indisputable that customers are the number-one asset for most companies. Without them there would be no sales. • Departments need to share customer information. though. privacy. and so eventually no business. and sometimes multiple versions of systems. However the picture is not as rosy as it seems to be. confidentiality At this basic level. Underlying these generic characteristics is a set of capabilities covering organization. Security. The idea behind customer relationship management (CRM) was to manage customer relationships in a personalized manner. but processes rarely flow seamlessly across departmental boundaries. across the enterprise and throughout the lifetime of the customer. as a collection of separate business units with the associated politics. grouping together these core wants and needs produces a set of generic characteristics that an HNW individual seeks from an organization before he or she will even consider placing any of his or her wealth with it. often gets in the way. housing customer data that should be common across departments and systems.4. an act that can be both technically difficult and politically sensitive. . the manner in which many businesses operate.
will be available for analysis to provide insights and guide interactions across the enterprise. G. wherever it resides. adding to the difficulty of keeping information up-to-date and consistent across all the various departmental systems. satisfaction and commitment are better predictors of loyalty.• Many companies rely on their Web site to provide customers with information or to support customer self-service. to deliver an integrated. companies must bring together a number of disparate processes. but the site often is managed by yet another department. an organization must convince its staff that change is good and . systems and types of data. A study by Mookherjee. The key is strong business intelligence (BI) focusing on customer information. A and Shainesh.” By including these parameters in building CRM managers can develop a system with a focus on customer loyalty. Indicators of relationship strength like trust. 2000 indicate that “In competitive markets even satisfied customers switch or defect to competitors offers. Customers’ retention often poses another difficulty. One of the most common tactical ways of overcoming this issue is to implement a centralized data warehouse. unified view of the customer that drives a consistent approach to interactions that is proactive as well as reactive. customer information.. regardless of where they reside. Once this exists. Since profitable customers are more loyal for any organization there is a need to identify better predictors of loyalty. For CRM to work. • Next problem is to decide what kind of customer information is relevant and how it will be used. Further for any CRM initiative to be truly effective.
that CRM will benefit them. Then it must analyze its business processes to decide which need to be reengineered and how best to go about it. A team of carefully selected executives must choose the right technology to automate what it is that needs to be automated. This process, depending upon the size of the company and the breadth of data, can take anywhere from a few weeks to a year or more.
STATE BANK OF INDIA
State Bank of India (SBI) is government-owned and is the largest bank in India. If one measures by the number of branch offices, SBI is the second largest bank in the world. It traces its ancestry back to the Bank of Calcutta, which was established in 1806; this makes SBI the oldest commercial bank in the Indian subcontinent. SBI provides various domestic, international and NRI products and services, through its vast network in India and overseas. With an asset base of $126 billion and its reach, it is a regional banking behemoth. In recent years the bank has focused on three priorities, first, reducing its huge staff through Golden handshake schemes known as the Voluntary Retirement Scheme, which saw many of its best and brightest defect to the private sector, second, computerizing its operations and third, trying to change the attitude of its largely rude staff through a programme aptly named 'Parivartan' or 'change'. On the whole, the Bank has been successful in the first two initiatives but has failed in the third.
There are seven other associate banks that fall under SBI. They all use the "State Bank of" name followed by the regional headquarters' name. These were originally banks belonging to princely states before the government nationalized them in 1959. In tune with the first Five Year Plan, emphasizing the development of rural India, the government integrated these banks with the State Bank of India to expand its rural outreach. The State Bank group refers to the seven associates and the parent bank. All the banks use the same logo of a blue keyhole. Currently, the group is merging all the associate banks into SBI, which will create a "mega bank", and one hopes, streamline operations and unlock value.
• • • • • • •
State Bank of Bikaner & Jaipur State Bank of Hyderabad State Bank of Indore State Bank of Mysore State Bank of Patiala State Bank of Saurashtra State Bank of Travancore
State Bank of India has often acted as guarantor to the Indian Government, most notably during Chandra Shekhar's tenure as Prime Minister of India. With 10000 branches and a further 4000+ associate bank branches, the SBI has extensive coverage. Following its arch-rival ICICI Bank, State Bank of India has electronically networked most of its metropolitan, urban and semiurban branches under its Core Banking System(CBS), with over 4500 branches being incorporated so far. The bank has the largest ATM network in the country having more than 5600 ATMs. The State Bank of India has had steady growth over its history, though the Harshad Mehta scam in 1992 marred its image. In recent years, the bank has sought to expand its overseas operations by buying foreign banks. It is the only Indian bank to feature in the top 100 world banks in the Fortune Global 500 rating and various other rankings. According to the Forbes 2000 listing it tops all Indian companies.
Customers of the Bank can meet senior executives of the Bank on 15th of every month (between 3.00 p.m. and 5.00 p.m.) without any prior appointment and discuss issues relating to their accounts/banking transactions. In case 15th of month is a holiday, customer can meet on the next working day.
The information on general terms and conditions provided herein may not apply to special branches of the Bank like Personal Banking Branches etc. The Code together with the Citizens’ Charter will thus ensure high standards of accountability.html III.bcsbi. The code came into effect from October 1997 as part of the Golden Jubilee Celebrations of Indian Independence. The BCSBI has published the “Code of Banks’ Commitments to Customers “ (the Code) which sets minimum standards of banking practice and benchmarks in customer service for banks to follow. Reserve Bank of India set up the Banking Codes and Standards Board of India (BCSBI) as an independent autonomous watchdog to ensure that customers get fair treatment in their dealings with Banks. The code reflected the commitment of the Bank to provide Banking services of a high order to individual banking customers. In February 2006.in/Code_of_Banks. Loans and advances may also have specific terms and conditions not . The Charter also provides comprehensive information on Bank’s Grievance redressal mechanism. SBI is a member of the BCSBI and has therefore voluntarily adopted the Code as its Fair Practice Code in dealings with its customers. This is not a legal document creating rights and liabilities. It also specifies the obligations on the part of the customers for healthy banker-customer relationship. responsibility and transparency in the Bank’s dealings with customers. customers can contact the helpline of the Local Head Office. II. This document called the “Citizens’ Charter of State Bank of India” provides key information on various facilities/services provided to customers in ordinary branches of State Bank of India. The Bank was the first in India to introduce a code of Fair Banking Practices in India called “Towards Excellence”. The complete copy of the Code is available at http://www.In case. IV. excessive delay in resolving their problems is experienced. (The information on services provided by these branches can be obtained from the branches or the helplines of the respective Local Head office Centres).org. The Code was substantially revised in the year 2005 taking into consideration the transformation in banking practices and customer service standards that have since taken place. under whose control the branch functions I. State Bank of India strongly believes that a satisfied customer is the most important factor for growth of its business.
Your feedback will help us evaluate. For further details and complete information on terms and conditions of service visit our branches or write to our Local Head Offices (addresses and contact nos. V. VIII. We request all our customers to keep us informed of their experiences about the customer services rendered at our branches and feel free to comment on the Code and Citizens Charter.co. VI. all terms and conditions will comply with the principles and commitments undertaken by the Bank in the Code. available on our website www. Copies of the Code and Citizens’ Charter will be available on request to all our customers at our branches. Information given is subject to change/revision. VII. collections and remittances. VARIOUS FACILITIES AND SERVICES OFFERED BY BANK Personal Banking Agricultural/Rural NRI Services Deposit Schemes Agricultural Banking Personal Finance Who is NRI? Type of Accounts .in).sbi. administrative offices and at our web site. We will ensure that all our staff members are aware of the commitments contained in these documents and faithfully implement them. However. current and fixed deposit accounts. The Bank will endeavour to update the information on the website when changes are made but please contact the nearest branch/Zonal Office/Local Head Office for the latest changes. Your comments and feedback may be sent to the address given in paragraph VI above. The Charter provides essential information on transactions relating to savings. If any. improve and widen our range of services. Information given in the Charter is current as of March 31 2007. grievance redressal etc.mentioned in the Charter.
Micro Credit Services Regional Rural Banks International Profile Trade Finance Merchant Banking Correspondent Banking Corporate Banking Corporate Accounts Mid Corporate Group Project Finance Products & Services Services Govt. Accounts ATM Services e-Z Trade Public Provident Charter for SSI Fund SBI e-Tax . Business SME Project Uptech Internet Banking Govt.
which is quite satisfactory.Ques :1 Since when are you availing the services of SBI? YEARS Less than 1 yr 1-3 yr More than 3 yr PERCENTAGE 36 34 30 PERCENTAGE 30% 36% 34% less than 1 yr 1-3 yr more than 3 yr INTERPRETATION:The data given above clearly explain itself that the SBI bank is performing very well. as in the presence of other public and private banks which are attracting the customers with new methods. Ques:2 Which type of services are you availing at present? . As the percentage of new customers is increasing every year from 30 to 34 and 36 percentage.
e. the data collected shows that the percentage of the saving account is the highest as compared to other accounts.e. The business class account i.SERVICES Current a/c Saving a/c Fixed Deposit Mutual Funds Others PERCENTAGE 12 91 22 7 0 100 90 80 PERCENTAGE 70 60 50 40 30 20 10 0 12 91 Current a/c Savings a/c Fixed deposit 22 7 0 PERCENTAGE SERVICES Mutual Funds Others INTERPRETATION:As per the research. current account is having 12 percent which is low and the percentage of the fixed deposits is 22 i. satisfactory and the mutual fund .
e.investor’s ratio is 7 i. because of the low interest of people in mutual funds and prefer old investment methods. Ques:3 Are you satisfied with the services offered by bank staff? RESPONSE Yes No PERCENTAGE 88 31 PRET G E CNA E 3 1 Ys e N o 8 8 INTERPRETATION:- .
Ques:4 If yes. Few of the customers says no as they are facing some problems due to more work load on staff and having less time to deal with them. what are the various factors on which you are satisfied? FACTORS Co-operative Behavior Less Time Consuming Provide Valuable Information Others PERCENTAGE 73 30 23 0 80 70 PERCENTAGE 60 50 40 30 20 10 0 73 30 23 0 PERCENTAGE Co-operative Behaviour Provide Valuable Information FACTORS Less Time Consuming Others .The research shows that the dealings and behaviour of the staff members are up to mark and generally customers are satisfied.
Due to the competent staff members the work performance is quick and efficient and so they take less time to resolve quarries of customers and provide valuable information to them.INTERPRETATION:The ratio of the satisfactory customers is quite good and the customers are happy with the cooperative behaviour of the staff. what are the various factors on which you are not Less Co-operative Behaviour More Time Consuming Doesn’t Provide Any other Valuable Information Others PERCENTAGE 14 18 11 1 . Ques:5 satisfied? FACTORS If no.
. Moreover they don’t provide any valuable information. In their opinion the staff member’s behaviour is not cooperative and they also take more time to resolve their problems.PERCENTAGE 1 11 14 Less Co-operative Behaviour More Time Consuming Doesn’t Provide Valuable Information Others 18 INTERPRETATION:As the coin has 2 sides similarly some of the customers are also there who are dissatisfied with the dealings of the staff.
so the customers are also having the accounts in other banks. which Bank’s services currently you are availing? BANKS Kotak Mahindra OBC PNB HDFC Others None PERCENTAGE 14 9 15 26 18 18 PERCENTAGE Kotak Mahindra 18 14 OBC 9 PNB HDFC 15 Others 26 None 18 INTERPRETATION:As the business needs can’t be satisfied with availing the services of one bank. Most of .Ques: 6 In addition to SBI Bank.
the customers are having the services of HDFC bank in addition to SBI (state bank of India). so the customers are having their accounts in PNB. Kotak Mahindra. OBC. As almost all banks’ branches are there in DELHI. Ques: 7 What is prompting to you not avail the services of only SBI Bank? REASON Not do fast proceesing Strict Requirements More emphasis to Private Sector Banks Others Didn’t Specify PERCENTAGE 11 28 25 16 29 . and others.
Very few are dissatisfied due to slow processing.Percentage 11 29 28 16 25 Not do fast proceesing Strict Requirements More emphasis to Private Sector Banks Others Didn’t Specify INTERPRETATION:As one bank can not fulfill all business requirements. so on the question of using other bank’s facilities are. many customers are gaining faith on Private sector banks. . Next reason is. many other customers didn’t specify particular reason due to personal problems. most of the customers thinks that the requirements of the SBI Bank is very strict.
.Ques: 8 Are you aware of the various services offered by the SBI Bank? RESPONSE Yes No Can’t say PERCENTAGE 50 34 16 Percentage 16 50 34 Yes No Can’t say INTERPRETATION:The awareness of the customers of SBI Bank is quite well. As per survey many customers are fully aware about all services and many of them are not having full information as due to lack of personal interest and some has not given the answer to this question.
Ques:9 Tick the following which services are you aware of? DIRECT BANKING FACILITIES E-Banking Phone Banking Money Transfer Facilities through ATM Didn’t specify PERCENTAGE 39 37 20 77 9 90 PERCENTAGE 80 70 60 50 40 30 20 10 0 FACILITIES E.Banking Phone Banking Money Transfer Facilities through ATM Didn’t specify .
In modern business times the e-commerce is the backbone of business so the net banking is also the main product of the banking system and also due to the busy schedule of the businessman the phone and mobile banking is highly in use. so this is the most currently in use. The SBI bank is also providing the facility of the money transfer but this facility is yet to get popularity as very few customers is aware about it.INTERPRETATION:- No body today is untouched with the facility of ATM. Ques: 12 What are the various problems that you come to face while dealing with Bank? PROBLEMS ATM is not working Long queues at teller counter Taking more time to resolve the queries Rigid requirements Less customer dealing time Cheque is not credited to a/c Didn’t specify PERCENTAGE 10 34 20 15 8 5 17 .
40 35 30 25 20 15 10 5 0 34 Percentage 20 15 10 8 5 17 Long queues at teller counter Taking more time to resolve the queries Rigid requirements Problems INTERPRETATION:There are many aspects where SBI bank has to give attention. Generally customers are facing many problems like long queues at teller counter. Didn’t specify Less customer dealing time ATM is not working Cheque is not credited to a/c . high charges for not maintaining AQB etc. Customers want reforms on many problems like increase the customer dealing time and in order to retain customers they have to resolve these problems.
Ques: 13 What would you recommend to improve SBI Bank’s services further? RECOMMENDATIONS Increase customer dealing time Improvement in Infrastructure Improve Net Banking Provide Services equal to private sector bank Others Didn’t Specify PERCENTAGE 16 44 41 48 18 5 Percentage 18 5 16 44 48 41 Increase customer dealing time Improv ement in Infrastructure Improv Net Banking e Prov Serv ide ices equal to priv sector bank ate O thers Didn’t Specify .
so intention should be given to this aspect. 41% customers say that the bank should improve net banking.INTERPRETATION:On the question of the recommendation. so Banking Hours should be increased. . 16% customers feel that the customer dealing time is less. 44% customers say that they are facing problems due to poor infrastructure. 48% customers say that this bank should provide services equal to private bank.
. 25% are saying that they give more importance to private sector banks.15% in PNB. which shows that the user of the HDFC is highest. • Very few people are dissatisfied because of more time consuming transaction and less cooperative behaviour. there are number of banks. • 91% customers are having their savings account. • 26% of the SBI Bank’s customer are having their account in HDFC. • 88% customers are satisfied with the Bank’s services and Behavior and only 31% are dissatisfied with the Bank’s performance.14% in kotak mahindra etc. • Most of the customers are happily satisfied with the staff’s cooperative behaviour. • 28% respondent says that they have account in other bank due to strict requirement. despite of the tough competition. They are satisfied with the fast processing of transaction as they take less time. The current account user are very less while percentage of the fixed deposits is 22. 29% doesn’t specify the reason. the number of the new customers of SBI Bank are increasing every year.FINDINGS • In Delhi. They get valuable information at time.
• The awareness about the various services is quite good but not satisfactory as 50% customers are aware about the various services of the bank. • The user of the ATM is the highest and the use of the net banking and phone banking is the second highest. 15% said about strict requirement and many others reasons. While 41% customers want improvement in e-banking service. 34% are not aware about the services and 16% respondents answer to can’t say. 18% doesn’t specify. . while the knowledge about the money transfer is very less among the customers. 20% said staff take more time to resolve queries. • 44% of the customers require improvement in infrastructure and 48% customers want that SBI should also provide services equal to private banks. • Some Customers are having problems with the bank’s working conditions as 34% customers said that there are long queues at teller counter.
Less charges are taken from the customers for providing the services. It has seven subsidiary banks . This bank also keeps that type of customers which are of low profitability. Most of customers arevhappy due to this complaint of this.SWOT ANALYSIS OF SBI BANK SWOT Analysis:-SWOT Analysis is mainly to see what are the various strength. provide loans to the poorest farmers and needing persons.all of these capture more market growth rate by more synergy. come most important after RBI. it has wide network of branches and ATM overall pan INDIA. So this analysis is given as follow: STRENGTHS:- Main strength of this bank is. . No one organization can be specializing in every field because it is beyond its scope. It believes not only in profit which is main aim of every organization. opportunities and threats of the organization. It is also perform social responsibility. As we know that every organization is specialize in one field and weak in other field. it is the largest bank of the INDIA. This bank has monopoly in most of fields as it provide clearance house. weakness. If every organization will be specialize in every field then there will not be any competition between various organizations and it will not have fear of lose the business to other organizations.
Every employee in this branch is overloaded with work. Only they have to perform customers work. High discipline is not used in the branch as it is requirement of every organization. Even the incentive is also not fixed for the employee who has operation work. The work distributed is more than working capacity of the employee.WEAKNESS:- First weakness of this branch is . Daily performance chart of the organization doesn’t come on the computer of every employee as in private sector bank.1.000. No incentives are given to the employees for motivating them. This bank spends less on basic facilities what I have found that are very old ATM which mostly remain out of work. Even performance of the employee also doesn’t come. No one take responsibility on his shoulder . In this bank. High networking technology is used in some branches. no sitting and standing arrangement etc…………. No organization can exist in this competitive environment without it. account is open with minimum of Rs.it doesn’t issue the memo immediately if any one work is not perform in time or any one come late. . All branches are not computerized and high security softwares are not used. Some low class person cannot manage this amount in initial stage.
These customers should be provided full knowledge about its all products. From the customer feedback it is found that its customers have mainly saving. As this bank’s customer base is increasing. it means people are ready to take services of this bank. less awareness of mutual fund.OPPORTUNITIES: It can increase its network more as good response is coming as customer base is increasing. THREATS:- New banks are coming in INDIA. current accounts and fixed deposits. New banks are giving relaxations to its customers. Many other banks have not rules which this bank has put in ahead of customers. New banks are poaching the employees of this branch. So it will have to change its rules. It can relax some of its internal rules to catch more customers. knowledge of all products should be given. So this bank has to retain its employees with it. Its customers have no insurance policy of its bank. It can open branches in foreign also as many of its customers are NRIs. It has tied up with other banks in foreign to handle the foreign transactions. New banks are spending more to capture the more customers so this bank will have to change its policy of less spending or it will have to find new mean to retain its customers with it. This will increase the competition and this has to consecrate on its marketing activities. .
In order to simplify lives. Previously existing manual environments could not have been adequate for future visions. banks have begun to implement end-to-end technologies through all departments with the intention of removing human error from processes. Technical solutions deployed by banks today are flexible. So at the last we can say that SBI bank has good scope in future and try to compete with the private sector banks. user-friendly and meant to facilitate specific workflow and requirements in implementation processes.Conclusion Banking can be mysterious for consumers and how they interact with their finances can be a complex matter. The challenges faced by banks and their customers are many but the trick lies in de-mystifying complex financial relationships. this is clear. customers enjoy complete luxury in terms of customized technical solutions and banks use the same to cement long-term. From above complete analysis. growth plans and strategies. . mutuallybeneficial relationships. In this day and age.
Customers say that may be this public bank does not services more than private banks but it can try to provide services as equal. many customers want this bank improve net banking more.RECOMMENDATIONS The research shows that the teller is the most crowded counter and always having long queues. Some customers have also strongly recommended that the number of branches of bank should be increased in DELHI. as other customers are also waiting and staff should understand we should not waste other customers’ valuable time. . Pay attention for a long time to only one customer with whom staff is dealing.commerce is going on increasing. so teller should be increased. As e. Bank should also have to improve its infrastructure as customers feel inconvenience in sitting and standing.
as the bank close the customers’ visit by 3:30p. Banking hours should be increased . So staff should pay proper care that cheque should be credited in customers’ a/c in time.m. Which is very incontinent to the customers? As the cheque is not cleared in time due to lack of attention. . Bank should decrease its AQB’s non maintenance charges.
Sampling • It is not possible to cover each and every customer so it has been tried to cover all section of customer by taking representative sample. Small Sample Size • Its sample size is very small as compared to total customer base that means our sample size is comparatively small in accordance with the universe. Some of the respondents didn’t like to share their views and some were ignorant about the facts of HDFC Bank. These limitations may have effect on findings of the work but not up to large extent and thus do not affect the findings of the work very significantly. which limit the research to a certain extent. so nonresponses and some wrong responses may become part of error. Scope of the project is limited to Kapurthala region only. .LIMITATIONS In spite of the best efforts there are always some problems or limitations associated with market research that cannot be removed but can be minimized only. In this survey also there could be certain error due to these factors. Non Response Error • As this research is based upon responses provided by customer. which is large enough. So deduction drawn from the project can’t be generalized. That can’t be generalized to the whole of universe of HDFC Bank’s customers.
Sheth. Shainesh..crmguru.N. Emerging Perspectives on Service Marketing (pp. Berry.D. and Parvatiyar(2000): A. J. & G. Management Decision. Relationship Marketing. California: Sage Publications www.crm2day. In L.). and Sheth. L.com • www. no. G..G. 28-38). (1983). • Gronroos. Handbook of Relationship Marketing.com .BIBLIOGRAPHY • Berry.L. J. (2006): Customer Relationship Perspective: A Strategic Perspective. pp.N. Macmillan India Ltd. 420. Thousand Oaks.. L. Shostack. 1998. C. American Marketing Association.L. 32(2). ‘From Marketing Mix to Relationship Marketing: Towards the Paradigm Shift in Marketing’. Dpah (Eds.
what are the various factors on which you are satisfied? Co-operative Behaviour Provide Valuable Information Less Time Consuming Others Q: 5 If no. Needless to say. specify……………. The purpose of this project is to assess the effectiveness of Customer Relationship Management (CRM) Practices adopted by State Bank of India. specify……………. your response would be treated confidential and would be used only for the purpose of study.3 yr > 3 yr Q: 2 Which type of services are you availing at present? Current a/c Fixed deposit Saving a/c Mutual Fund If any other. Q: 1 Since when are you availing the services of SBI? < 1 yr 1.……………….QUESTIONNAIRE Dear Respondent. what are the various factors on which you are not satisfied? Less Co-operative Behaviour More Time Consuming Doesn’t Provide Any Other Valuable Information If any other. Please answer the following questions.……………… Age : . .……………… Account No :-………………… City : .. Name : . Q: 3 Are you satisfied with the services offered by the bank staff ? Yes No Q: 4 If yes.
) Money Transfer Q: 12 What are the various problems that you come to face while dealing with Bank? ATM is not working Long queues at teller counter Cheque is not credited to a/c If any other please specify 1)………………………. bill payment etc. Thank You Improvement in infrastructure Provide services equal to private sector bank . 2)……………………… Rigid requirements Less customer dealing time Taking more time to resolve the queries Q: 13 What would you recommend to improve SBI Bank’s services further? Increase customer dealing time Improve net banking more If any other.Q: 7 In addition to SBI Bank. which Bank’s services currently you are availing? Kotak Mahindra PNB If any other. Q: 8 What is prompting to you not avail the services of only SBI Bank? Not do fast proceesing More emphasis to Private Sector Banks Strict Requirements Others OBC HDFC None Q: 9 Are you aware of the various services offered by the SBI Bank? Yes No Can not say Q: 11 Tick the following which services are you aware of? E. specify…………………….Banking Phone Banking Facilities through ATM (mini statement. specify…………….
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