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1.1.

1 Overview of the Organisation:State Bank of India is the largest and one of the oldest commercial bank in India, in existence for more than 200 years. The bank provides a full range of corporate, commercial and retail banking services in India. Indian central bank namely Reserve Bank of India (RBI) is the major share holder of the bank with 59.7% stake. The bank is capitalized to the extent of Rs.646bn with the public holding (other than promoters) at 40.3%. SBI has the largest branch and ATM network spread across every corner of India. The bank has a branch network of over 14,000 branches (including subsidiaries). Apart from Indian network it also has a network of 73 overseas offices in 30 countries in all time zones, correspondent relationship with 520 International banks in 123 countries. In recent past, SBI has acquired banks in Mauritius, Kenya and Indonesia. The bank is listed on the Bombay Stock Exchange, National Stock Exchange, Kolkata Stock Exchange, Chennai Stock Exchange and Ahmadabad Stock Exchange while its GDRs are listed on the London Stock Exchange. With this type of strong base, SBI has displayed a continued performance in the last few years in scaling up its efficiency levels. Net Interest Income of the bank has witnessed a CAGR of 13.3% during the last five years.

1.1.2 Management of the Organisation:The bank has 15 directors and 1 Chairman on the Board and is responsible for the management of the Bank’s business. The board in addition to monitoring corporate performance also carries out functions such as approving the business plan, Page 1

reviewing and approving the annual budgets and borrowing limits and fixing exposure limits. Shri Pratip Chaudhuri, assumed charge as Chairman of State Bank of India on 7th April 2011. Born on 12th September 1953, Mr. Chaudhuri joined State Bank of India as a Probationary Officer in the year 1974. Immediately prior to taking over as Chairman, Mr. Chaudhuri was Dy. Managing Director (International Banking Group), State Bank of India. During his tenure of 37 years in State Bank of India, Mr. Chaudhuri has held a number of important positions, including those of Dy. Managing Director (IBG), Chief General Manager (Foreign Offices), Chief General Manger of Chennai Circle and General Manager (Mid Corporate Group).

Mr. Chaudhuri also headed State Bank of Saurashtra, and piloted its merger with State Bank of India. Shri. Hemant G. Contractor is Managing Director, Group Executive (International Banking), Whole-Time Director of State Bank Of India since 7, April 2011. Prior to this appointment, he was Deputy Managing Director & Chief Financial Officer. He has background in Treasury, Credit and Corporate Banking, besides overseas experience in Bahrain. He was earlier posted as Deputy Managing Director & Group Executive (Corporate Banking) and Chief General Manager, Chandigarh Circle.

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1.1.3 Present Leadership:2 Sr. No Name . Shri Pratip Chaudhuri Shri Hemant G. Contractor Shri Diwakar Gupta Shri A. Krishna Kumar Shri S.Vishvanathan Shri S. Venkatachalam Shri D. Sundaram Shri Parthasarathy Iyengar Shri Thomas Mathew Shri Jyoti Bhushan Mohapatra Shri S.K. Mukherjee Dr. Rajiv Kumar Shri Deepak Amin Shri Harichandra Bahadur Singh Shri Rajiv Takru Dr. Urjit R. Patel Designation Chairman Managing Director Managing Director Managing Director Managing Director Director Director Director Director Workmen Employee Director Officer Employee Director Director Director Director Director Director Under Section of SBI Act 1955 19 (a) 19 (b) 19 (b) 19 (b) 19 (b) 19 (c) 19 (c) 19 (c) 19 (c) 19 (ca) 19 (cb) 19 (d) 19 (d) 19 (d) 19 (e) 19 (f)

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16

Table No.1: Present Leadership of the organisation 1.1.4 Shareholding and Liquidity (Till Dec31, 2012):State Bank of India (SBI) is sitting on excess liquidity to the tune of Rs 70,000-80,000 crore which is an indication of slower demand for loan in the economy. Indicating this, SBI chief Pratip Chaudhuri said that the bank has seen robust growth in deposit mobilisation while demand for loan is lukewarm. It may be recalled that the excess liquidity to the tune of Rs 70,000 crore ways back in 2009 had prompted the former chairman O P Bhatt to launch home loan at a fixed rate of 8% for first year - a scheme which was later termed as teaser scheme and disapproved by the Reserve Bank of India

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1.1.5 Key Areas of Operations:-

1.1.6 History:The origin of the State Bank of India goes back to the first decade of the nineteenth century with the establishment of the Bank of Calcutta in Calcutta on 2 June 1806. Three years later the bank received its charter and was re-designed as the Bank of Bengal (2 January 1809). A unique institution, it was the first joint-stock bank of British India sponsored by the Government of Bengal. The Bank of Bombay (15 April 1840) and the Bank of Madras (1 July 1843) followed the Bank of Bengal. These three banks remained at the apex of modern banking in India till their amalgamation as the Imperial Bank of India on 27 January 1921. Primarily Anglo-Indian creations, the three presidency banks came into existence either as a result of the compulsions of imperial finance or by the felt needs of local European commerce and were not imposed from outside in an arbitrary manner to modernise India's economy.

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1.1.7Establishment:
The establishment of the Bank of Bengal marked the advent of limited liability, jointstock banking in India. So was the associated innovation in banking, viz. the decision to allow the Bank of Bengal to issue notes, which would be accepted for payment of public revenues within a restricted geographical area. This right of note issue was very valuable not only for the Bank of Bengal but also its two siblings, the Banks of Bombay and Madras.

Group Photograph of Central Board (1921)

1.1.8Business:
The business of the banks was initially confined to discounting of bills of exchange or other negotiable private securities, keeping cash accounts and receiving deposits and issuing and circulating cash notes. Loans were restricted to Rs. one lakh and the period of accommodation confined to three months only. The security for such loans was public securities, commonly called Company's Paper, bullion, treasure, plate, jewels, or goods 'not of a perishable nature' and no interest could be charged beyond a rate of twelve per cent. Loans against goods like opium, indigo, salt woollens, cotton, cotton piece goods, mule twist and silk goods were also granted but such finance by way of cash credits gained momentum only from the third decade of the nineteenth century. Page 5

1. as far as the government was concerned. But the main function of the three banks. Old Bank of Bengal 1. was to help the latter raise loans from time to time and also provide a degree of stability to the prices of government securities.9 Competitors:Top Performing Public Sector Banks- Andhra Bank Allahabad Bank Punjab National Bank Dena Bank Vijaya Bank Page 6 .Indians were the principal borrowers against deposit of Company's paper. while the business of discounts on private as well as salary bills was almost the exclusive monopoly of individuals Europeans and their partnership firms.

000 outlets and 25. revenue and assets.10 SWOT analysis:- Strength:   SBI is the largest bank in India in terms of market share. As per recent data the bank has more than 13.000 ATM centres The bank has its presence in 32 countries engaging currency trade all over the world Page 7 .1.Top Performing Private Sector BanksHDFC Bank ICICI Bank AXIS Bank Kotak Mahindra Bank Centurion Bank of Punjab Top Performing Foreign BanksCitibank Standard Chartered HSBC Bank ABN AMRO Bank American Express 1.

370. there is a better scope of using advanced technologies and software to improve customer relations Threats: Net profit of the year has decline from 9166.05 in the year FY 2010 to 7.Weaknesses:  Lack of proper technology driven services when compared to private banks Employees show reluctance to solve issues quickly due to higher job security and customers’ waiting period is long when compared to private banks  The banks spends a huge amount on its rented buildings Opportunities: Mergers will result in expansion of market share to defend its number one position  SBI is planning to expand and invest in international operations due to good inflow of money from Asian Market  Since the bank is yet to modernize few of its banking operations.35 in the year FY2011   This shows the reduce in market share to its close competitor ICICI Other private banks like HDFC. AXIS bank etc Page 8 .

11 DIFFERENT PRODUCTS OF SBI:DEPOSIT  Savings Account Life Plus Senior Citizens Savings Account   Fixed Deposits Security Deposits  Recurring Deposits Tax-Saver Fixed Deposit Salary Account Advantage Woman Savings Account Rural Savings Account People's Savings Account Freedom Savings Account  Loans against Securities Two Wheeler Preapproved Loans Retail Asset  Commercial Cards Corporate Cards Prepaid Card  Partnership Cards LOANS  Home Loans Loan Against Property CARDS  Consumer Cards Credit Card DIFFERENT CREDIT CARDS  SBI International cards SBI Gold cards       Personal Loans Car Loan   Travel Card Debit Cards   SBI Gold Master cards Your City Your Cards          Purchase Card  SBI Employee Cards     Farmer Finance Business Installment Loans Flexi Cash   Distribution Cards Business Card  SBI Advantage Cards    Merchant Services Page 9 .1.1.

1.1.12 Awards and Recognitions:- Page 10 .

just and praiseworthy in our movement. Inspiringly led. improvement and education with a concern for all that is noble. Apolitical and Responsive officers’ Union movement with Enlightened values.   Ever facilitating the growth and development of quality Bank Professionals. Committed Cadre. Ever alive to Uniting.1. Mission ….   To carry the torch of an exemplary SBI Officers’ Union Movement. the Bank and the community at large. Page 11 .  Ever trusting in continuous search. Protecting. Securing and Satisfying the committed and enthused members.. Bank and Nation. Ever at the focused services of the members. Ever offering trusteeship role in meeting the challenges of SBI in the face of changing Economic Scenario.13 Vision and Mission of the Organisation:Vision…… A Pioneering.1.

partly because business contract hire can provide tax and cash flow benefits to businesses.1.2 Theoretical Description:1. The provision of car finance by a third party supplier allows the acquirer to provide for and raise the funds to compensate the initial owner.1. All types of finance products are available to either sector. Page 12 . Car finance is required by both private individuals and businesses.14 Market position of SBI:- Market Share of SBI PNB 21% HDFC 11% ICICI 20% SBI 48% 1. The subject of auto loan comprises the different financial product which allows someone to acquire a car with any arrangement other than a single lump payment. either a dealer or manufacturer.1 Meaning of Auto Loan: An auto loan is a loan used to finance the purchase of an automobile and usually backed by a lien on the vehicle. however the market share by finance type for each sector differs.2.

You can do it easily after availing of some loan. There are many benefits of buying things on credit:. consumer perception pertains to how individuals form opinions about companies and the merchandise they offer through the purchases they make.  Thus credit schemes like car loan are helping both salaried prospective buyers and the overall auto industry. As the auto industry is growing car companies have tied up with various banks and financial institutions for providing loan facility to prospective buyers.Why auto loan is important? The new car market is growing fast in India. It is helped a lot by easy availability of car loan in the auto market. They also use consumer perception theory to develop marketing and advertising strategies intended to retain current customers -. This way. any salaried person can easily buy an expensive item and pay easily in equated monthly installments.2. Page 13 .and attract new ones. Just as sensory perception relates to how humans perceive and process sensory stimuli through their five senses. 1.2 Meaning of Customer’s Perception:Customer perception applies the concept of sensory perception to marketing and advertising. Merchants apply consumer perception theory to determine how their customers perceive them.   You do not need to save for many months and then buy some expensive item.

as successive quantity of goods is consumed. Law of Diminishing Marginal Utility The fundamental assumption of utility theory of demand is that the satisfaction that a person derives in consuming a particular product diminishes or declines as more and more of a good is consumed. we refer to the satisfaction or benefit that a consumer derives of his consumption. Under the Page 14 . rather than from the measurability of satisfaction in our previous discussion of the utility theory. This theory was developed and introduced in 1870 by a British Economist. This is called the law of diminishing marginal utility. Indifference Preference Theory Another theory explaining consumer behavior is the indifference preference theory. In other words. the utility we derive diminishes. that analysis of consumer behavior is described in terms of consumer preferences of various combinations of goods and services depending on the nature. Economist Vilfredo Pareto developed this modern approach to consumer behavior.Theories of Consumer Behaviour: The Utility Theory of Demand The utility theory explains consumer behavior in relation to the satisfaction that a consumer gets the moment he consumes a good. The utility theory of demand assumes that satisfaction can be measured. The unit of measure of utility is called utils. When we speak of utility in economics. Under this. William Stanley Jevons.

Table 3 shows the combination of the quantities of the commodities that a consumer prefers. On one hand. Page 15 . That means it becomes more difficult for products and services to differentiate themselves from other offerings than ever before. consumer's taste and preferences were presented by the way of total and marginal utility.latter theory. customers are increasingly price sensitive – searching for bargains at marketplaces like ebay or buying their groceries at discount markets. To illustrate this. we consider an individual who prefer a combination of 2 goods. Let us assume that he is indifferent to any of the combination of food and clothing. On the other hand they enjoy branded and luxury goods. say. One and the same person may plan a weekend trip with a no-frills airline and a stay at a five-star-hotel. food and clothing. Indifference Curve An indifference curve is a locus of points each of which represents a combination of goods and services that will give equal level of satisfaction to a consumer. Consumer Behaviour Model: Why it is necessary to know about Customer’s Perception: In today’s globalising economy competition is getting more and fiercer. Customer behaviour becomes more hybrid.

 To sort out the prospective leads from the data I have collected through the survey.  To generate the leads through the survey.  To find out that what different services in auto loans other banks are giving to their customer.  To build the relationship with the customers and to follow up them. make sure that they are satisfied with the product.1.  To place SBI Auto loan ahead of the competitors.3 Objective of Study: First and foremost objective is to find out the reasons for using of Auto Loans from SBI.  To make the customer aware of the benefits of the product and convince him to go for SBI Advance Produc Page 16 .

4 Scope of Study:- The geographical scope of the study is restricted to Delhi only with sample size of 100 people. Consumer awareness about Auto Loan scheme and its benefit.1. Aware the Bank about the customer problems. Page 17 . All the analysis and suggestions are based on the analysis of the both primary and secondary data. Therefore the scope of the study revolves around the following aspects:-    Consumer perception towards Auto Loans. especially in case of automobile sector.

2 Methodology used for Data Analysis.Chapter-2 Methodology 2. 2. Page 18 .1 Methodology used for Data Collection.

It refers to collection of information . sampling procedure & fieldwork done & finally the analysis procedure. 2. if the researcher conducts a survey for the collected of data then it is known as primary data. The primary data has been collected with the help of questionnaire as well as personal observation book. - DATA COLLECTION: . The questionnaire has been drafted & presented by the researcher himself. - SOURCES OF DATA COLLECTION: PRIMARY DATA:. The methodology includes the overall research design. Data are typically the results of measurements and can be visualized using graphs or images.1 Methodology used for Data Collection: DATA:. The objective is to examine all the issues involved & conduct situational analysis.Research methodology Research methodology is a methodology for collecting all sorts of information & data pertaining to the subject in question.Data are values of qualitative or quantitative variables.for a research to suceed rawfacts must be collected in a form which helps in effective production of result and meeting the objective of study. For example. belonging to a set of items. journals have been referred for secondary data. The methodology used in the study consistent of sample survey using both primary & secondary data. magazine.Primary data is the data which is collected by the researcher directly from his own observations and experiences. Page 19 . Data as an abstract concept can be viewed as the lowest level of abstraction from which information and then knowledge are derived.

Page 20 . the census.  Data Collection: Collection of data is done by Secondary Data & through  Questionnaire i. It can be used to get a new perspective on the current study.2 Methodology used for Data Analysis:  Sample Size: Sample of 100 people was taken into study. 2. and their data was collected  Sampling Technique: To study the Project. a Simple Random Sampling technique is used.e. as another study may prove costly and time consuming e. Primary data was collected through Questionnaire.- SECONDARY DATA:. to supplement or compare the work or to use parts of it.Secondary data is data that has already been collected and collated by somebody for some reason other than the current study.g..

The tools that have been used for analyzing data & inference Page 21 . I’m able to analyze customer’s views.  Classification & tabulation of data:  The data thus collected were classified according to the categories. Data Analysis: After data collection.  Statistical tools used for analysis:  Out of the total respondents. two dimensional. counting sheets & the summary tables were prepared. and also using quantitative techniques (by using these techniques) accurate information is obtained. ideas and opinions related to Auto loan provided by SBI and from this. the respondents who responded logically were taken into account while going into statistical details & analysis of data. Bar graphs.  Data Interpretation:  Interpretation of data is done by using statistical tools like Pie diagrams. SBI will come to know the customer requirements. The resultant tables were one dimensional.

As per questionnaire and market surveys I have find out different responses from different people. averages. According to their responses I analyze the findings and draw certain remarks. ranking.drawing are mainly statistical tools like percentage. Page 22 . etc.

Chapter-3 Data Analysis and Interpretation Page 23 .

Q1. Page 24 . OF PEOPLE 80 7 5 8 100 1% 8% 5% SBI ICICI HDFC 86% Other It has been observed that 86% peoples are using the service of SBI for their daily transaction. On which bank you depend for your regular transaction? SBI ICICI HDFC OTHER TOTAL NO. It also shows that SBI have the highest market position in between customers as per my sample. 8% people are using ICICI Bank only 5% of people are using HDFC & 1% people other Bank service respectively.

It also shows that most of the peoples know about SBI from Family and Friends as per my sample. 31% from Advertisement. peoples 17 24 35 4 80 5% 21% Internet 44% 30% Advertisement Friends or Family Others It has been observed that 22% peoples came to know about SBI from Internet. and 2% from others. Page 25 .Q-2 How did u come to know about SBI? Internet Advertisement Friends or Family Others Total no. 45% from Family and Friends.

Page 26 . 55% Peoples are Self.employed Retired 32 41 7 2% 43% Salaried 55% Self-employed Retired It has been observed that 43% Peoples are from Salaried or Service sector.Q-3 What is your Occupation? Salaried Self. It also shows that most of the Correspondents are self.employed as per my sample.employed and 2% Peoples are Retired from their jobs .

Q-4 What is your annual income? Below 1 lakh 1-2 lakh 2-3 lakh Above 3 lakh 19 11 24 26 24% 32% Below 1 lakh 1-2 lakh 2-3 lakh 14% Above 3 lakh 30% It has been observed that 24% Peoples are those who are earning below 1 lakh p. Page 27 .a.. It also shows that most of the Peoples are those who are earning above 3 lakhs as per my sample..a.a...a. and 32% Peoples are those who are earning above 3 lakhs p. 14% Peoples are those who are earning 1-2 lakh p.. 30% Peoples are those who are earning 2-3 lakh p.

It also shows that most of the Peoples own vehicle as per my sample. Page 28 .Q-5 Do you have vehicle? Yes No 72 8 10% Yes No 90% It has been observed that 90% Peoples own vehicle and 10% Peoples do not own vehicle.

Page 29 . It also shows that most of the Peoples own four wheeler vehicle as per my sample.Q-6 Which type of vehicle do you own? Two Wheeler Four Wheeler 23 49 32% Two Wheeler 68% Four Wheeler It has been observed that 32% Peoples own Two wheeler and 68% Peoples own Four wheeler vehicle.

It also shows that most of the Peoples Vehicle is on loan.Q-7 Does your vehicle is on loan? Yes No 66 6 8% Yes No 92% It has been observed that 92 Peoples vehicle is on loan and 8% Peoples vehicle is not on loan . Page 30 .

It also shows that most of the Peoples took loan from SBI bank as per my sample. Page 31 . from which bank you took loan? SBI ICICI HDFC Other bank 53 5 3 5 4% 8% 8% SBI ICICI HDFC 80% Other Bank It has been observed that 80% Peoples took loan from SBI bank. 8% Peoples took loan from ICICI bank. 4% Peoples took loan from HDFC bank and 8% Peoples took loan from other banks.Q-8 If yes.

Page 32 .Q-9 Are you aware of auto loan provided by SBI? Yes No 53 13 20% Yes No 80% It has been observed that 80% Peoples are aware of SBI auto loan and 20% Peoples are not aware of SBI auto loan. It also shows that most of the Correspondents know about SBI auto loan from as per my sample.

It also shows that most of the Peoples used SBI auto loan as per my sample. Page 33 .Q-10 Have you ever used auto loan service provided by the SBI? Yes No 53 13 20% Yes No 80% It has been observed that 80% Peoples have already used SBI auto loan and 20% Peoples have not used SBI auto loan.

Q-11 If.It also shows that most of the Peoples like attractive interest rate of SBI auto loan as per my sample. 6% Peoples like simple and fast processing and 9% Peoples like some other features . 53% Peoples like attractive interest rate. Page 34 . yes which feature you like most in loan segment of SBI? Less paper work Attractive interest rate Simple and fast processing Any other feature 17 28 3 5 6% 9% 32% Less paper work Attractive interest rate Simple and fast processing 53% Any other feature It has been observed that 32% Peoples like the less paper work of SBI auto loan .

and 15% Peoples feel it’s excellent. 60% Peoples feel it’s good. Page 35 . It also shows that most of the Peoples feel good about SBI auto loan as per my sample.Q-12 What do u feel about auto loan provided by SBI? Bad Satisfactory Good Excellent 0 3 15 35 0% 31% 11% Bad 58% Satisfactory Good Excellent It has been observed that Nobody feel bad about SBI auto loan. 25% Peoples feel it’s satisfactory.

3% Peoples rate SBI as average bank in comparison to others.Q-13 How do u rate SBI in comparison with other banks? Very poor Bad Average Good Better 0 0 15 28 10 SBI comparison with other banks 60% 50% 40% 30% 20% 10% 0% Very poor Bad Average good SBI comparison with other banks Better It has been observed that 28. Page 36 . and 19% Peoples thinks it is better than others. 52.83% Peoples thinks it as a good bank. It also shows that most of the Correspondents think that SBI auto loan is good from others as per my sample.

Q-14 What will be your alternative bank for auto loan? HDFC ICICI PNB Other 11 16 17 9 Other 17% HDFC 21% PNB 32% ICICI 30% It has been observed that 21% People Choose HDFC as an alternate to SBI. 30% choose ICICI. Page 37 . 32% choose PNB and 17% choose others. It also shows that most of the Peoples choose PNB as alternate to SBI as per my sample.

Q-15 Reasons for the alternative bank? Low interest rate Transparency Flexibility to choose an EMI base loan oe an overdraft Longer tenure loan for ease of payment 7 13 27 6 Sales 11% 13% Low interest rate Transparency 25% Flexibility to choose an EMI base loan oe an overdraft Longer tenure loan for ease of payment 51% has been observed that 13% people choose alternate bank for their low interest rate. 13% for transparency. 27% for Flexibility to choose an EMI base loan oe an overdraft and 11% for Longer tenure loan for ease of payment. Page 38 . It also shows that most of the people choose bank fot auto loan by looking the Flexibility to choose an EMI base loan oe an overdraft as per my sample.

66% people are satisfied. Page 39 .Q-16 In terms of the service you received from lending officer(s). 19% shows neutral behaviour. It also shows that most of the people are satisfied as per my sample. how satisfied were you with the following? (a) Friendly and Courteous manner: 70% 60% 50% 40% 30% 20% 10% 0% Friendly and Courteous manner It has been observed that 15% people are very satisfied.

66.00% 20. It also shows that most of the people are satisfied as per my sample.00% 10.00% 50.00% 30.00% 40.(b) Knowledge of bank’s auto loan: Knowledge of bank’s auto loan 70.00% 0.53% people are very satisfied.00% 60.03% people are satisfied. Page 40 .00% Knowledge of bank’s auto loan It has been observed that 27. 9% shows neutral behaviour.

39% people are satisfied.00% 30.00% Willingness to listen and respond to your need It has been observed that 20.00% 10.84% shows neutral behaviour.00% 40. 35.75% people are very satisfied. Page 41 . 43.00% 20. It also shows that most of the people are satisfied as per my sample.00% 0.(c) Willingness to listen and respond to your need: Willingness to listen and respond to your need 50.

Page 42 .00% 30.00% 10.00% Very satisfied Satisfied Nuetral Dissatisfied Very dissatisfied It has been observed that 11.84% shows neutral behaviour.00% 0.32% people are very satisfied.00% Fast and efficient service 20. 35. It also shows that most of the people are satisfied as per my sample.00% 40.00% 50.(d) Fast and efficient service: 60.60% people are satisfied. 56.

It also shows that most of the people are satisfied as per my sample.00% Recognition of you as valued customer It has been observed that 13.20% people are very satisfied.81% people are satisfied.(e) Recognition of you as valued customer: Recognition of you as valued customer 70.00% 30.00% 0.00% 10. 16.98% shows neutral behaviour.00% 40.00% 60. 69.00% 50. Page 43 .00% 20.

98% shows neutral behaviour.00% 0.00% 40. It also shows that most of the people are satisfied as per my sample.00% 50.(f) Available to customers when needed: Available to customers when needed: 70.00% 30.26% people are satisfied. 16.00% 10.00% 60.00% Available to customers when needed: It has been observed that 24. Page 44 .52% people are very satisfied. 62.00% 20.

54% people are very satisfied. Page 45 .26% shows neutral behaviour.(g) Offer of other services or alternative means to meet your needs: Offer of other services or alternative means to meet your needs 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Offer of other services or alternative means to meet your needs It has been observed that 7. It also shows that most of the people showed neutral behaviour as per my sample. 30. 62.18% people are satisfied.

Q-17 Would you use SBI auto loan in future? 2% 6% 16% Definitely would Probably would Definitely not 76% Probably not It has been observed that 76% people probably would use SBI in future. It also shows that most of the peoples probably would use the SBI in future. Page 46 . 16% people definitely would. 6% people probably not and 2% people definitely not.

Q-18 Would you recommend SBI to your near ones? 27% Yes No 73% It has been observed that 73% people would recommend SBI to their near ones and 27% would not. It also shows that most of the peoples would recommend. Page 47 .

Chapter-4 Conclusions Page 48 .

 A response from customer care is so clear & good. there is a great opportunity to compete with PNB Bank & to retain its customer by fulfilling the requirement of customer in SBI auto loan.  Many of these customers satisfied with the attractive interest rate and less paper work of the Auto loan.  Approximately 31% of Auto loan users said that the service of SBI in Auto loan is excellent and 58% said Good.4. Page 49 .  All of SBI customers are satisfied with the services provided by the bank.  Most customers are shifted from other bank’s Auto loan to SBI because of hidden charges.  Many customers have no time to call customer care so that they are not able to know about the service & features of SBI advance product.  Most of the customers at Delhi prefer to take loan from SBI.  Government employees are more concern than private employees for Auto loan.  It has been observed that approximately 85% correspondents are using Auto loan of SBI and 15% are not using in Delhi.1 Result of Study:  From this project it is found that SBI Auto loan having the 1st place in the market at Delhi. less repayment period. high interest rate.

4. Page 50 . In some instances respondents may not have revealed the truth. Thus the results may not hold true for every individual. But I tried to get more information through general questions so that I could reach at the clear picture of the position of the SBI bank.  As the sample size of my project was not so big for this survey the sample size should be very big because lack of time I was only able to research on 100 peoples.  All customers are not alike. views expressed by the respondents are confined to the elements of questionnaire.2 Limitations:  As the project involved the marketing research using questionnaires.

 If there are any kind of hidden charges than that must disclose to customer before giving loan to them.  Auto loan selling agents must not give any type of wrong information regarding auto loans  For the better service new offers would be require.  Special scheme should be implemented to encourage both customer and agents.  SBI must focus on Segmentation based on customer knowledge Product offering based on customer demand. other types of charges.  SBI should more focus on Retaining existing customers.  The bank should increase the period for repayment of loan. repayment period. Page 51 .4. Like phone verification by customer care that one customer is got their loan on time or not .2 Suggestions and scope for the further study:  Customer awareness programme is required so that more people should attract towards auto loan.  SBI must take feedbacks of customers regarding features & services.  SBI must take some steps so that customers can get their loan in time.  SBI should more concern about physical verification rather than phone verification so it will avoid fraud or cheating.  Before deducting or charging any monetary charge SBI must consult with customer. etc.  SBI customer care should more concern about the fastest settlement of customer problems. like interest charged.  Agents should be trained.It must be before a certain date so necessary steps can be taken.  It is the duty of the bank to disclose all the material facts regarding auto loan. well educated & proper trained to convince the people about different advance product.

SBI is in 1st position having large number of customers & providing good services to them. SBI should focus on-      Launch Innovative product Customized advance products Better customer services Fastest customers problem solving techniques Customer retention Apart from all the above. To be the largest advance product issuer. Page 52 .From the analysis part it can be conclude that customers have a good respond towards SBI auto loan in Delhi. Within a very short period of time the achievement made by SBI is excellent. & brand image. It happens due to employee dedication towards the organization. In present scenario SBI is the largest advance product issuer in India. but it is being done by SBI. so the bank should concentrate on this to retain these customers. what a normal bank cannot expect. fastest growing Indian economy. The bank has a wide customer base. SBI believe in providing good customer services to their customers which is a key factor for success in future.

Annexure Page 53 .

Questionnaire Name (optional) -__________________ Address –__________________________________ Age –_____ Gender –______ Q-1.Does your vehicle is on loan? a) Yes b) No Page 54 .Do you have vehicle? a) Yes b) No Q-6.On which bank you depend for your regular transaction? a) SBI b) ICICI Bank c) HDFC Bank d) Other Bank.What is your annual income? a) Below 1 lakh b) 1-2 lakhs c) 2-3 lakhs d) Above 3 lakhs Q-5.How did u come to know about SBI? a) Internet b) Advertisement c) Friends or family d) Others (please specify) Q-3.Which type of vehicle do you own? a) Two wheeler b) Four wheeler Q-7. Specify (_____________) Q-2.What is your occupation? a) Salaried b) Self.employed c) Retired Q-4.

Have you ever used auto loan service provided by the SBI? a) Yes b) No Q-11. which features you like most in Loan segments of SBI? a) Less paper work b) Attractive interest rate c) Simple & fast processing d) Any other feature.Q-8.Are you aware of auto loan provided by SBI? a) YES b) NO Q-10.If yes. specify ( _____________ ) Q-12. Specify (_____________) Q-9. from which bank you took loan? a) SBI b) ICICI Bank c) HDFC Bank d) Other Bank.Which will be your alternative bank for auto loan? a) HDFC b) ICICI c) PNB d) Others (please specify) Q-15.What do you feel about the auto loan provided by SBI ? a) Bad b) Satisfactory c) Good d) Excellent Q-13.If yes.Reasons for the alternative bank? a) Low interest rate b) Transparency c) Flexibility to choose an EMI base loan or an overdraft d) Longer tenure lone for ease of repayment Page 55 .How do you rate SBI in comparison with other banks? Very Poor Bad Average Good Better Q-14.

___________________________________________________________________________ ___________________________________________________________________________ ___________________________________________________________________________ __________________________________________________________________________. how satisfied were you with the following? Very satisfied Friendly and courteous manner Knowledge of bank's auto loan Willingness to listen and respond to your need Fast and efficient service Recognition of you as valued customer Available to customers when needed Offer of other services or alternative means to meet your needs Q-17 Would you use SBI auto loan in future ? A) Definitely would B) Probably would C) Definitely not D) Probably not Q-18 Would you recommend SBI to your near ones? a) Yes b) No Q-19.Any suggestion you want to give for the betterment of SBI advance product. Very dissatisfied Satisfied Neutral Dissatisfied Page 56 .Q-16 In terms of the service you received from the lending officer(s).

Bibliography Page 57 .

google.sbi. Having. Being.in www. Malhotra.bnet.com Page 58 . Marketing Research: An Integrated Approach Naresh Ku. Michael R.in www.com www. Consumer Behaviour: Buying. New Jersey: Prentice Hall Wilson A.Bibliography Text Books: Solomon. 5th Ed. Fifth Edition Internet:     www. Marketing Research: An Applied Orientation.co.co. (2002).sbi. (2003).