“OVERVIEW OF CUSTOMER SATISFACTION OF STATE

BANK OF INDIA IN MUMBAI REGION”

Project Report

Submitted for Partial Fulfillment of Semester-V

Of the degree of Bachelor of Management Studies (B.M.S) of

University of Mumbai

Submitted by
Mr. Anil R. Prajapati

Roll No-143522

(2014-2015)

Under the Guidance of

Prof. Devashree mayekar

Vidya Vikas Education Society’s

Vikas College of Arts, Science & Commerce

Kannamwar Nagar, Vikhroli (East),Mumbai-4008

1
Mr. Anil R. Prajapati
T.Y.B.M.S,(Semester-V)
Roll No.-143522
Vidya vikas Education Society’s
Vikas College of Arts,Science&Commerce
Kannamwar Nagar, Vikhroli (East), Mumbai-40083

DECLARATION
I do hereby declare that the Project Report entitled “OVERVIEW OF CUSTOMER
SATISFACTION OF STATE BANK OF INDIA IN MUMBAI REGION” submitted to Vidya
Vikas Education Society’s Vikas College of Arts, Science &Commerce Kannamwar nagar,
Vikhroli (East), Mumbai-40083, for the partial fulfillment of semester-V of the B.M.S Degree of
University of Mumbai, is an original piece of research work done by me and it has not been
submitted for any other degree to any other College or Institution.

Dated (Mr. Anil R. Prajapati)

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DEPARTMENT OF MANAGEMENT STUDIES
Vidya Vikas Education Society’s

Vikas College of Arts, Science & Commerce

Kannamwar Nagar, Vikhroli (East),Mumbai-40083

CERTIFICATE
This is to certify that the project Report entitled “OVERVIEW OF CUSTOMER
SATISFACTION OF STATE BANK OF INDIA IN MUMBAI REGION” has been based on
original research work done by Mr. Anil R. Prajapati of T.Y.B.M.S (Semester-V) of Vidya Vikas
Education Society’s Vikas College of Arts, Science &Commerce Kannamwar nagar, Vikhroli
(East), Mumbai-40083, under my guidance and supervision. The said Project Report is submitted
as the partial fulfillment of semester-V of the B.M.S. Degree.

I further certify that this thesis has not been submitted for any other degree to any other
college or institution.

Dated (Prof. Devashree mayekar)

(External Examiner) (Internal Examiner)

PRINCIPAL

3
 ACKNOWLEDGEMENT
First of all ,I wish to express my heartfelt thanks to my guide prof .Devashree mayekar for her
guidance and support to complete this academic project. . I would also like to extend my sense of
gratitude to Prof. R. K. Patra, Head Department of Management Studies for his constant
motivation and inspiration.
I would like to thank all my friends from my college for their continuous encouragement. I am
thankful to the library staff of my college for the help extended to me during the study period.
Last but not the least , my sincere thank to all those who helped me directly and indirectly to
complete this project work.

Anil R. Prajapati

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 INDEX

SR.NO. CONTENTS PAGE

NO.
1. CHAPTER -1 6-11
INTRODUCTION OF THE STUDY
 OBJECTIVE
 SCOPE
 LIMITATION
 LITERATURE REVIEW

2. CHAPTER -2 12-36
INTRODUCTION OF THE COMPANY
3. CHAPTER -3 37-54
DATA ANALYSIS AND
INTERPRETATION
4. CHAPTER -4 55-56
CONCLUSION AND SUGGESTION OF
THE STUDY
QUESTIONAIRE 57-59

BIBLOGRAPHY 60

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 CHAPTER:-1

INTRODUCTION OF THE STUDY

6
The report contains the brief description of the state bank of India. It contains the finding and
analysis of the survey conducted to gather primary data to judge the importance of various
attributes that influence the satisfaction of customer in different manner and to the different
extent. These attributes are classified as initial experience, service delivery experience,
relationship experience and grievance handling. Further an attempt has been made to know the
overall satisfaction of the customer.

Customer satisfaction, a term frequently used in marketing, is a measure of how products and
services supplied by a company meet or surpass customer expectation. Customer satisfaction is
defined as "the number of customers, or percentage of total customers, whose reported
experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals.
Customer service proves to be one of the most important factors governing business.

OBJECTIVE OF THE STUDY:-

 TO find out the customer feedback i.e. improvement required or suggestion.

 To find out the relationship between bank and the customer.

 To study the Satisfaction of customers towards the ― state bank of India.

 To Identify the factors that influences the customer behavior of ―state bank of India.

 To identify the factors those influence the selection of SBI banking services in MUMBAI
DISTRICT.

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SCOPE OF THE STUDY:-
The present study was undertaken to know the preference of the customer towards state bank of
India (SBI). The problem of the customer is they are not aware of the services provided by their
bank. The study also force on the customer perception that how the banking services can be
improved. In my study I have used both primary sources of data as well as secondary sources of
data.

 The study has been conducted on behalf of ―STATE BANK OF INDIA.

 The study is confined to the Mumbai region.

 The study covers the service providers and users of ―STATE BANK OF INDIA.

 The study has put forward the Customers as well as acceptability behavior for the
services.

 The scope of the study is to find out the ―Customer Satisfaction

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Limitations of the Study:-

The study report consists of few limitations:-

 The report has been conducted within a limited time frame.

 The study is self financed.

 The study is limited to the customer of Mumbai only.

 Only selected Branches and Banks have been considered for the study.

 Samples were selected conveniently.

 The sample size does not represent the total population.

 The sample of size is limited to 30 only and the sample size may not represent whole
market.

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LITERATURE REVIEW:-
The banking sector in India has made remarkable progress since the economic reforms in
1991.new private sector banks have brought the necessary competition into the industry a n d
spearheaded the changes towards higher utilization of technology, improved
customer service and innovative products. Customers are now becoming increasingly
conscious of their rights and are demanding more than ever before. The recent trends show that
most banks are shifting from a “product-centric model” to a “customer-centric model” as
customer satisfaction has become one of the major determinants of business growth. In
this context, prioritization of preferences and close monitoring of customer
satisfaction have become essential for banks. keeping these in mind, an attempt has
been made in this study to analyze the factors that are essential in influencing the
investment decision of the customers of the public sector banks. For this purpose, Factor
Analysis, which is the most appropriate multivariate technique, has been used to identify the
groups of determinants. Factor analysis identifies common dimensions of factors
from the observed variables that link together the seemingly unrelated variables and provides
insight into the underlying structure of the data.

Book:-
I have referred Marketing Management book Written by Kotler Philip. and service marketing
written by M.K. rampal.

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Customer service is the provision of service to customers before, during and after a purchase.
According to Turban et al. (2002), "Customer service is a series of activities designed to enhance
the level of customer satisfaction – that is, the feeling that a product or service has met the
customer expectation."

Customer satisfaction in the banking industry play a vital role to create a healthy business
status being services based industry. In any services based industry customer service is at highest
priority. Customer service can be provided by well planned self-service. In banking industry
customer are more directly linked with the bank’s personnel for any kind of services or product.
Therefore, banks should always focus on training its front desk staff to provide quality service
knowing their expectation and wants.

Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the
state of satisfaction will vary from person to person and product/service to product/service. The
state of satisfaction depends on a number of both psychological and physical variables which
correlate with satisfaction behaviors such as return and recommend rate. The level of satisfaction
can also vary depending on other options the customer may have and other products against
which the customer can compare the organization's services.

At the same time, several banking institutions are experiencing increasing level of retail
customer dissatisfaction.

Research suggests that customer dissatisfaction is still the major reason of bank customers’
switch to other banks. This dissatisfaction could be because of a variety of reasons. Excellent
service quality is not an optional competitive strategy which may, or may not, be adopted to
differentiate one bank from another: today it is essential to corporate profitability and survival.
The connection between service quality and corporate profitability is now seen to depend on high
levels of customer satisfaction, the successful targeting of “quality” customers and the retention
of those customers.

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 CHAPTER:-2

INTRODUCTION OF THE COMPANY

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COMPANY PROFILE:-

State Bank of India (SBI) is an Indian multinational, public

sector banking and financial services company. It is a government-owned corporation with its
headquarters in Mumbai, Maharashtra. As of December 2013, it had assets ofUS$388 billion and
17,000 branches, including 190 foreign offices, making it the largest banking and financial
services company in India by assets.
State Bank of India is one of the Big Four banks of India, along with Bank of
Baroda, Punjab National Bank and Bank of India.
The bank traces its ancestry to British India, through the Imperial Bank of India, to the founding,
in 1806, of the Bank of Calcutta, making it the oldest commercial bank in the Indian
Subcontinent. Bank of Madras merged into the other two "presidency banks" in British
India, Bank of Calcutta and Bank of Bombay, to form the Imperial Bank of India, which in turn
became the State Bank of India.
Government of India owned the Imperial Bank of India in 1955, with Reserve Bank of
India (India's Central Bank) taking a 60% stake, and renamed it the State Bank of India. In 2008,
the government took over the stake held by the Reserve Bank of India.
State Bank of India is a regional banking behemoth and has 20% market share in deposits and
loans among Indian commercial banks.

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 State Bank of India:-
Type Public

Industry Banking, Financial Services

Founded 2 June 1806 , Nationalization , 1 July 1955

Headquarters Mumbai, Maharashtra, India

Area served Worldwide

Key people Arundhati Bhattacharya (Chairman)

Products consumer banking, corporate banking, finance and insurance, investment banking,
mortgage loans, private banking, private equity, savings, Securities, asset
management, wealth management, Credit cards,

Revenue Increase INR 210736 crore (US$34 billion) (2013)

Profit Increase INR 17916 crore (US$2.9 billion) (2013)

Total assets Increase INR 2374839 crore (US$380 billion) (2013)

Total equity Increase INR 98884 crore (US$16 billion) (2012)

Owners Government of India

Employees 222,033 (2014)

Website www.sbi.co.in

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HISTORY OF THE STATE BANK OF INDIA:-

The roots of the State Bank of India lie in the first decade of the 19th century, when
the Bank of Calcutta, later renamed the Bank of Bengal, was established on 2 June 1806. The
Bank of Bengal was one of three Presidency banks, the other two being the Bank of
Bombay (incorporated on 15 April 1840) and the Bank of Madras (incorporated on 1 July 1843).
All three Presidency banks were incorporated as joint stock companies and were the result
of royal charters. These three banks received the exclusive right to issue paper currency till 1861
when, with the Paper Currency Act, the right was taken over by the Government of India. The
Presidency banks amalgamated on 27 January 1921, and the re-organised banking entity took as
its name Imperial Bank of India. The Imperial Bank of India remained a joint stock company but
without Government participation.
Pursuant to the provisions of the State Bank of India Act of 1955, the Reserve Bank of
India, which is India's central bank, acquired a controlling interest in the Imperial Bank of India.
On 1 July 1955, the Imperial Bank of India became the State Bank of India. In 2008, the
government of India acquired the Reserve Bank of India's stake in SBI so as to remove any
conflict of interest because the RBI is the country's banking regulatory authority.
In 1959, the government passed the State Bank of India (Subsidiary Banks) Act, which
made eight state banks associates of SBI. A process of consolidation began on 13 September
2008, when the State Bank of Saurashtra merged with SBI.

15
 SBI has acquired local banks in rescues. The first was the Bank of Bihar (est. 1911),
which SBI acquired in 1969, together with its 28 branches. The next year SBI acquired National
Bank of Lahore (est. 1942), which had 24 branches. Five years later, in 1975, SBI acquired
Krishnaram Baldeo Bank, which had been established in 1916 in Gwalior State, under the
patronage of Maharaja Madho Rao Scindia. The bank had been the Dukan Pichadi, a small
moneylender, owned by the Maharaja. The new bank's first manager was Jall N. Broacha, a
Parsi. In 1985, SBI acquired the Bank of Cochin in Kerala, which had 120 branches. SBI was the
acquirer as its affiliate, the State Bank of Travancore, already had an extensive network in
Kerala.
The State Bank of India and all its associate banks are identified by the same
blue keyhole logo. The State Bank of India wordmark usually has one standard typeface, but also
utilises other typefaces.
On October 7, 2013, Arundhati Bhattacharya became the first woman to be appointed
Chairperson of the bank.

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 VISION:-
 My SBI.

 My Customer first.

 My SBI: First in customer satisfaction

MISSION:-
 We will be prompt, polite and proactive with our customers.

 We will speak the language of young India.

 We will create products and services that help our customers achieve their goals.

 We will go beyond the call of duty to make our customers feel valued.

 We will be of service even in the remotest part of our country.

 We will offer excellence in services to those abroad as much as we do to those in India.

 We will imbibe state of the art technology to drive excellence.

VALUES:-
 We will always be honest, transparent and ethical.

 We will respect our customers and fellow associates.

 We will be knowledge driven.

 We will learn and we will share our learning.

 We will never take the easy way out.

 We will do everything we can to contribute to the community we work in.

 We will nurture pride in India

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OPERATIONS :-

SBI provides a range of banking products through its network of branches in India and overseas,
including products aimed at non-resident Indians (NRIs). SBI has 14 regional hubs and 57 Zonal
Offices that are located at important cities throughout India.

Domestic presence:-
SBI has 14,816 branches in India, as on 31 March 2013, of
which 9,851 (66%) were in Rural and Semi-urban areas. In the financial year 2012-13, its
revenue was INR 200,560 Crores (US$36.9 billion), out of which domestic operations
contributed to 95.35% of revenue. Similarly, domestic operations contributed to 88.37% of total
profits for the same financial year.
Under the Pradhan Mantri Jan Dhan Yojana of financial inclusion launched by
Government in August 2014, SBI held 11,300 camps and opened over 30 lakhs accounts by
September, which included 21.16 lakh accounts in rural areas and 8.8 lakh accounts in urban
areas.

International presence:-

(The Israeli branch of the State Bank of India located in Ramat Gan.)

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 (State Bank of India (S.B.I.) Branch at Tsim Sha Tsui, Hong Kong)

As of 28 June 2013, the bank had 180 overseas offices spread over 34 countries. It has branches
of the parent in Moscow, Colombo,Dhaka, Frankfurt, Hong Kong, Tehran, Johannesburg,
London, Los Angeles, Male in the Maldives, Muscat, Dubai, New York, Osaka, Sydney, and
Tokyo. It has offshore banking units in the Bahamas, Bahrain, and Singapore, and representative
offices in Bhutan and Cape Town.
The Canadian subsidiary, State Bank of India (Canada) also dates to 1982. It has seven branches,
four in the Toronto area and three in the Vancouver area.

SBI operates several foreign subsidiaries or affiliates. In 1990, it established an offshore bank:
State Bank of India (Mauritius). SBI (Mauritius) has 15 branches in major cities/towns of the
country including Rodrigues.

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 (State Bank of India Branch at Jaffna,Sri Lanka)

SBI Sri Lanka now has three branches located in Colombo, Kandy and Jaffna. The Jaffna
branch was opened on 9 September 2013. SBI Sri Lanka, the oldest bank in Sri Lanka,
celebrated its 150th year in Sri Lanka on 1 July 2014.
In 1982, the bank established a subsidiary, State Bank of India (California), which now
has ten branches – nine branches in the state of California and one in Washington, D.C. The 10th
branch was opened in Fremont, California on 28 March 2011. The other eight branches in
California are located in Los Angeles, Artesia, San Jose, Canoga Park, Fresno, San Diego, Tustin
and Bakersfield.
In Nigeria, SBI operates as INMB Bank. This bank began in 1981 as the Indo-Nigerian
Merchant Bank and received permission in 2002 to commence retail banking. It now has five
branches in Nigeria.
In Nepal, SBI owns 55% of Nepal SBI Bank, which has branches throughout the country.
In Moscow, SBI owns 60% of Commercial Bank of India, with Canara Bank owning the rest.
In Indonesia, it owns 76% of PT Bank Indo Monex.
The State Bank of India already has a branch in Shanghai and plans to open one
in Tianjin.
In Kenya, State Bank of India owns 76% of Giro Commercial Bank, which it acquired
for US$8 million in October 2005.

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 Associate banks:-

Main Branch of SBI in Mumbai.

SBI has five associate banks; all use the State Bank of India logo, which is a blue circle, and all
use the "State Bank of" name, followed by the regional headquarters' name:

 State Bank of Bikaner and Jaipur (SBBJ)

 State Bank of Hyderabad (SBH)
 State Bank of India (SBI)
 State Bank of Indore (SBIR)
 State Bank of Mysore (SBM)
 State Bank of Patiala (SBP)
 State Bank of Saurashtra (SBS)
 State Bank of Travancore (SBT)

Earlier SBI had seven associate banks, all of which had belonged to princely states until the
government nationalised them between October 1959 and May 1960. In tune with the first Five
Year Plan, which prioritised the development of rural India, the government integrated these
banks into State Bank of India system to expand its rural outreach. There has been a proposal to
merge all the associate banks into SBI to create a "mega bank" and streamline the group's
operations.

21
 The first step towards unification occurred on 13 August 2008 when State Bank of
Saurashtra merged with SBI, reducing the number of associate state banks from seven to six.
Then on 19 June 2009 the SBI board approved the absorption of State Bank of Indore. SBI holds
98.3% in State Bank of Indore. (Individuals who held the shares prior to its takeover by the
government hold the balance of 1.77%.)

The acquisition of State Bank of Indore added 470 branches to SBI's existing network of
branches. Also, following the acquisition, SBI's total assets will inch very close to the 10
trillion mark (10 billion long scale). The total assets of SBI and the State Bank of Indore stood
at 9,981,190 million as of March 2009. The process of merging of State Bank of Indore was
completed by April 2010, and the SBI Indore branches started functioning as SBI branches on 26
August 2010.

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Non-banking subsidiaries:-
Apart from its five associate banks, SBI also has the following non-banking subsidiaries:

 SBI Capital Markets Ltd

 SBI Funds Management Pvt Ltd
 SBI Factors & Commercial Services Pvt Ltd
 SBI Cards & Payments Services Pvt. Ltd. (SBICPSL)
 SBI DFHI Ltd
 SBI Life Insurance Company Limited
 SBI General Insurance
In March 2001, SBI (with 74% of the total capital), joined with BNP Paribas (with 26% of the
remaining capital), to form a joint venture life insurance company named SBI Life Insurance
company Ltd. In 2004, SBI DFHI (Discount and Finance House of India) was founded with its
headquarters in Mumbai.

Other SBI service points:-

As of 31 March 2014: SBI has 43,515 ATMs and SBI group (including associate banks) has
51,491 ATMs. SBI has become the first bank to install an ATM at Drass in the Jammu &
Kashmir Kargil region.

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PRODUCTS AND SERVICES:-
Personal Banking

SBI Term Deposits SBI Loan For Pensioners

SBI Recurring Deposits Loan Against Mortgage Of Property

SBI Housing Loan Loan Against Shares & Debentures

SBI Car Loan Rent Plus Scheme

SBI Educational Loan Medi-Plus Scheme

Other Services:-
Agriculture/Rural Banking

NRI Services

ATM Services

Demat Services

Corporate Banking

Internet Banking

Mobile Banking

International Banking

Safe Deposit Locker

E-Pay

E-Rail

SBI Vishwa Yatra Foreign Travel Card

24
The State Bank of India provides a wide range of accounts which are easy to open and use. The
bank also allows online operation of the accounts. Anybody who desires to have SBI account can
easily open an account. SBI accounts are now available for all like senior citizens, employed
people, students, in short for each and every citizen of India.

Opening an SBI account requires following the below mentioned simple

steps:-
For Indian Residents:-

If opening in person then collection of an application form and properly filling the form is
required.

If opening online downloading the form, filling the form and sending it back to the bank
authorities is required.

Identity proofs like photocopies of passport, pan card, driving license, voter ID card and aadhar
card.

As residence proofs photocopies of the above mentioned documents andphotographs of the

customer.

For Non Resident Indians:-

The application form properly filled and signed by the SBI official or the consulate of the Indian
embassy.

Photocopies of passport, visa and work permit of the country.

Details of other bank accounts if any.

Photographs of the person himself / herself.

25
SBI allows different types of bank account each with their respective features,
some are given below:-
SBI savings account – Safe deposits of savings, earning interest on the deposits.

SBI salary account – Managing the salary, quick and easy credit of the amount.

SBI NRI account – Transactions and savings, transfer of currencies.

SBI business account – Easy transfer of money, outstation usable cheque facilities.

SBI internet banking – Fast and easiest method of money transfer and transaction.

SBI no frills account – Zero balance account, low service charges.

SBI current account – easy transfer of money among different branches, availability of ATM
cum debit card.

State Bank of India (SBI) is the largest bank in India.

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Transformation in SBI
The SBI has undergone major transformation in the recent years. The bank has ventured into
new areas of business like Pension Funds, General Insurance, Custodial Services, Private Equity,
Mobile Banking, Point Of Sale, Merchant Acquisition, Advisory Services, and Structured
Products etc.

The bank has made forays into the rural banking with state of the art technology. The bank has
outlaid an ambitious plan to expand rural banking to 100,000 villages in the next few years. The
bank has ambitious plans to focus on the high end market to support India's increasing mid/large
Corporate with a wide range of products and services.

The bank is consolidating its global treasury operations and diversifying into structured products
and derivative instruments. At present SBI provides the largest amount of infrastructure debt and
the bank is the largest provider of commercial borrowings in the country. SBI is a Fortune 500
company.

The Bank is in the process of expanding its base overseas. Currently it has 180 offices abroad
spread over 34 countries. The seven subsidiaries of SBI are SBI Capital Markets, SBICAP
Securities, SBI DFHI, SBI Factors, SBI Life and SBI Cards.

27
LOGO AND SLOGAN :-

The logo of the State Bank of India is a blue circle with a small cut in the bottom that
depicts perfection and the small man the common man - being the center of the bank's business.
The logo came from National Institute of Design(NID), Ahmedabad and it was inspired
by Kankaria Lake, Ahmedabad.

Slogans: "PURE BANKING, NOTHING ELSE", "WITH YOU - ALL THE WAY", "A BANK
OF THE COMMON MAN", "THE BANKER TO EVERY INDIAN", "THE NATION BANKS
ON US"

28
LISTINGS AND SHAREHOLDINGS:-
As on 31 March 2014, Government of India held around 58.59% equity shares in
SBI. Life Insurance Corporation of India is the largest non-promoter shareholder in the company
with 14.99% shareholding.

Shareholders Shareholding

Promoters: Government of India 58.60%

Banks & Insurance Companies 16.79%

FIIs/GDRs/OCBs/NRIs 12.04%

Mutual Funds & UTI 03.78%

Private Corporate Bodies 02.87%

Others 5.92%

Total 100.0%

The equity shares of SBI are listed on the Bombay Stock Exchange, where it is a constituent of
the BSE SENSEX index, and the National Stock Exchange of India, where it is a constituent of
the S&P CNX Nifty.
Its Global Depository Receipts (GDRs) are listed on the London Stock Exchange.

29
EMPLOYEES:-
SBI is one of the largest employers in the country having 222,033 employees
as on 31 March 2014, out of which there were 45,132 female employees (20%) and 2,610 (1%)
employees with disabilities. On the same date, SBI had 42,744 Schedule Caste (19%) and 17,243
Schedule Tribe (8%) employees. The percentage of Officers, Assistants and Sub-staff was 36%,
46% and 18% respectively on the same date Hiring drive: 1,776 Assistants and 1,394 Officers
joined the Bank in FY 2013-14, for expansion of the branch network and to mitigate staff
shortage, particularly at rural and semi-urban branches. Staff productivity: As per its Annual
Report for FY 2013-14, each employee contributed net profit of INR 4.85 lakhs.

30
 SWOT ANALYSIS:-

SBI has its roots since 1806 which was later transformed under various names, finally SBI Was
established after the act in parliament on May 1955. In the year 1959 SBI took over 8 state
owned banks and since then it started to grow up carrying its heritage of servicing people at
various economic levels. SBI has its roots since 1806 which was later transformed under various
names, finally SBI Was established after the act in parliament on May 1955. In the year 1959
SBI took over 8 state owned banks and since then it started to grow up carrying its heritage of
servicing people at various economic levels.

Strengths:-

 SBI is the largest bank in India in terms of market share, revenue and assets.

 As per recent data the bank has more than 17,000 outlets and 43,515 ATM centre.

 The bank has its presence in 34 countries engaging currency trade all over the world

 The bank has a merged with State Bank of Saurashtra, State bank of Indore, State Bank
of Bikaner & Jaipur ,State Bank of Hyderabad ,State Bank of Mysore ,State Bank of
Patiala, State Bank of Travancore
 SBI has the first mover advantage in commercial banking service.

 SBI has recently changed its vision and mission statements showing a sign of inclination
towards new age banking services.

31
Weakness:-
 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.

 SBI has the largest number of employees in banking sector, hence the bank spends a
considerable amount of its income in employee’s salary compensation.

 In spite of modernization, the bank still carries the perception of traditiona l bank to new
age customers.

 SBI fails to attract salary accounts of corporate and many government sector employees
salary accounts are also shifted to private bank for ease of operations unlike before.

Opportunities:-
 SBI’s merger with more banks namely State Bank of Hyderebad, State bank of Patiala,
State bank of Bikaber and Jaipur, State of bank of Travancore and State bank of Mysore
are in approval stage.

 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, there is a better scope of
using advanced technologies and software to improve customer relations.

32
 Young and talented pool of graduates and B schools are in rise to open new horizon to so
called “old government bank”
Threats:-

 FDIs allowed in banking sector is increased to 49% , this is a major threat to SBI as
people tend to switch to foreign banks for better facilities and technologies in banking
service.

 Other government banks like PNB, Andhra, Allahabad bank and Indian bank are
showing.

 Customer prefer to switch to private banks and financial service providers for loans and
mortgages, as SBI involves stringent verification procedures and take long time for
processing.

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 RECENT AWARDS AND RECOGNITIONS:-

 SBI won the Best Bank award in the 'ASiAMONEY FX POLL OF POLLS 2014’ for best
overall performance as domestic provider of Forex services over the last 10 years.
 SBI was ranked as the top bank in India based on tier 1 capital by The Banker magazine in a
2014 ranking.
 SBI was ranked 298th in the Fortune Global 500 rankings of the world's biggest corporations
for the year 2012.
 SBI won "Best Public Sector Bank" award in the D&B India's study on 'India's Top Banks
2013'.
 State Bank of India won three IDRBT Banking Technology Excellence Awards 2013 for
“Electronic Payment Systems”, “Best use of technology for Financial Inclusion”, and
“Customer Management & Business Intelligence” in the large bank category.
 SBI won National Award for its performance in the implementation of Prime Minister’s
Employment Generation Programme (PMEGP) scheme for the year 2012.
 Best Online Banking Award, Best Customer Initiative Award & Best Risk Management
Award (Runner Up) by IBA Banking Technology Awards 2010.

34
 SKOCH Award 2010 for Virtual corporation Category for its e-payment solution.
 SBI was the only bank featured in the "top 10 brands of India" list in an annual survey
conducted by Brand Finance and The Economic Times in 2010.
 The Bank of the year 2009, India (won the second year in a row) by The Banker Magazine
 Best Bank – Large and Most Socially Responsible Bank by the Business Bank Awards 2009
 Best Bank 2009 by Business India
 The Most Trusted Brand 2009 by The Economic Times.
 SBI was named the 29th most reputed company in the world according to Forbes 2009
rankings
 Most Preferred Bank & Most preferred Home loan provider by CNBC
 Visionaries of Financial Inclusion By FINO
 Technology Bank of the Year by IBA Banking Technology Awards
 SBI was 50th Most Trusted brand in India as per the Brand Trust Report 2013, an annual
study conducted by Trust Research Advisory, a brand analytics company and subsequently,
in the Brand Trust Report 2014, SBI finished as India's 19th Most Trusted Brand in India.

35
 MAJOR COMPETITORS:-

Some of the major competitors for SBI in the banking sector are Axis Bank, ICICI
Bank, HDFC Bank, Punjab National Bank, Bank of Baroda, IndusInd Bank, Canara Bank and
Bank of India. However in terms of average market share, SBI is by far the largest player in the
market.

36
 Chapter:-3

DATA ANALYSIS AND INTERPRETATION

37
RESEARCH METHODOLOGY:-

Research methodology is a methodology for collecting all sorts of information & data pertaining
to the subject in question. The objective is to examine all the issues involved & conduct
situational analysis. The methodology includes the overall research design, sampling procedure
& fieldwork done & finally the analysis procedure. The methodology used in the study
consistent of sample survey using both primary & secondary data.

COLLECTION OF DATA:-
The data can be collected from primary and secondary sources. The basic premises of my study
is primary data .Convenient sample that was representative of the target market was chosen, the
respondents were contacted personally and the instrument used for collecting data is
questionnaire.

Statistical Data can be classified into two categories:-

1) Primary Sources

2) Secondary Sources

Primary Data:-

Primary data is collected by using the questionnaire method.

38
Secondary Data:-

The Main sources of Secondary data are combination of information from the internet and books
of the related topic.

Sample Size:-

Sample of 30 people was taken into study, and their data was collected.

Sampling Technique:-

To study the Project, a Simple Random Sampling technique is used.

Data Analysis:-

After data collection, I’m able to analyze customer’s views, ideas and opinions
related to services of the state bank of India and SBI will come to know the
customer requirements.

Data Interpretation: -

Interpretation of data is done by using statistical tools like Pie diagrams, Bar
graphs, and also using quantitative techniques (by using these techniques)
accurate information is obtained

39
The analysis and interpretation of data is done using charts and graphs tool of MS-Excel.

1. Age group and distribution of male and female customer dealing with SBI.

64%

MALE (19)
FEMALE (11)
30%

17%

7% 7%
3%
13% 13% 10% 0% 0% 36%

0-18 18-25 25-40 40-60 60 ABOVE TOTAL MALE

AND FEMALE

When I did survey of 30 people I came to know in the group of below 18 there were more no. of
female who’s sbi bank account more than male. I also came to know in mature male above age
of 18 and age between 25-40 uses sbi account more than female. According to my survey 64%
male uses sbi account while female use only 36%.

40
2. OCCUPATION OF THE CUSTOMER.

33%
MALE (19)
FEMALE(11)
TOTAL(30)
23%
20%
17% 17% 17%
14% 13% 14%
10% 10%

3% 3% 3% 3%

According to my survey 33% salaried respondent uses sbi bank account within that 23%
male and 10% were female. 17% businessman/women respondent uses sbi bank account
within that 14% male and 3 % female only. 13%professional person uses sbi bank
account within that 10% male and 3% female. 20% respondent are housewife/husband
within that 3% male and 17 % female. 17% respondent are others within that 14% are
male and 3% are female.

41
 3. DISTRIBUTION OF THE CUSTOMER AS PER THEIR INCOME.

40%

30% 30% 30%

23%
MALE(19)
20%
FEMALE(11)
TOTAL(30)
10% 10%
7%

0% 0% 0%

RS.1,00,000 (9) RS.1,00,000 - RS.2,50,000 - RS. ABOVE RS.4,00,000

RS.2,50,000 (12) 4,00,000 (9)

According to my survey 30% of the respondent uses sbi bank account who’s income was below
Rs.1,00,000 within that 10% male(no. of respondent are 3) and 20% female(no. of respondent
are 6). 40% of the respondent uses sbi bank account who’s income was between Rs.1,00,000 –
Rs.2,50,000 within that 30% respondent are male (no. of respondent are 9) and 10% female( no.
of respondent are 3). 30% of the respondent uses sbi bank account who’s income was between
Rs.2,50,000-Rs.4,00,000 within that 23% respondent are male (no. of respondent are 7) and 7%
female( no. of respondent are 2).

42
4. MOST IMPORTANT REASON FOR CHOOSING SBI BANK.

STATE BANK OF INDIA

3%
17%

TRADITIONAL ACCOUNT
30% BRAND NAME
10% SERVICE
ATM
NET BANKING
LOCATION
OTHER
6%
24%
10%

When question was asked what are the most important reason for choosing sbi bank then
30% said because of it is near by their location, 24% said because of its service, 17%
choose because they have traditional account, 10% choose because of its brand name.
10% choose because of Atm. 6% for net banking, 3% for any other reason.

43
5. Services taking from bank.

0%
7%

10%

SAVING A/C
CURRENT A/C
NRI A/C
ANY OTHER

83%

According to my survey 83% of respondent uses sbi bank for saving account, 10% uses
for the current account and 7% for any other services.

44
6. SERVICES SATISFACTION.

22%
ATM
LOAN
40%
EARLY CHEQUE CLEARANCE

7% NET BANKING
PHONE BANKING

7% INTEREST
ANY OTHER
10%
7%
7%

When question was asked which service satisfies you most then 40% said its ATM
because it is easy to use and nearby their location.10% Think that is net banking is quite
better. 7% are satisfied with about interest rate which is offered by the bank. 7%think
cheque get clear very early and 7% think it is quite easy to take loan from SBI bank .7 %
think its phone banking service is really good and rest of the 22 % satisfied with its other
services.

45
7. REASON FOR TYPICALLY VISITING THE BRANCH.

TO MAKE DEPOSIT
6% 3%

17% TO GET ADVICE FOR

0% INVESTMENT
74% TO ENQUIRY ABOUT BALANCE

TO WITHDRAW CASH

ANY OTHER REASON

According to my survey 74% respondent visits the branch for making deposit.17% visits
for to the enquiry about balance. 3% to withdraw cash and rest of 3% for any other
reason.

46
8. Q.] If you are provided with better service by optional bank. Would you like to
move to other bank .

A.]

YES (19)
NO (11)

64%

When question was asked would you like to move other bank if you are provided with
good services then 64% wants to move in another bank while remaining 36% want to
stay with the bank.

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9. Q.] Are you satisfied with your financial transactions with the bank?

A.]

10%

36%
VERY SATISFIED (11)
24%
SATISFIED (9)
SOMEWHAT SATISFIED (7)
DISSATISFIED (3)

30%

According to my survey 36% of respondent said that they are very satisfied with the
financial transactions of the bank while 30% said that they are happy with its services.
24% think its services are quite satisfied while remaining 10% are not satisfied with its
services.

48
 10. Q.] When do you think of your bank what comes first in your mind.

A.]

7%
13%

17%
PERSONALIZED SERVICE
WIDE BRANCH NETWORK
CUSTOMER SERVICE
COMPUTERIZED BANKING

63%

When question was asked what comes first in your mind about SBI bank 63% said it has wide
branch network. 17% thinks its customer services. 13% said its personalized services and 7%
think its computerized banking.

49
11. Q.] Are you able to use banking services online?

A.]

40%
YES (12)
NO (18)

60%

From the above table 40% respondent (no. of respondent are 12) of its customer are able
to use internet banking service while 60% (no. of respondent are 18) of respondent are
not able to use.

50
12. Q.] What is the major purpose for which you use the online banking?

A.]

8%
16%

ONLINE TICKET BOOKING (2)

ONLINE BILL PAYMENT (4)
BALANCE CHECK (5)
43% ANY OTHER (1)
33%

According to my survey 40% (total no. of respondent are12 out of 30) of its customer
who use internet banking of which 16%(no. of respondent are 2 out of 12) use online
banking to book tickets,33% (no. of respondent are 4 out of 12) use for to make bill
payment,43%( no. of respondent are 5 out of 12) use for checking balance only rest 8%
(no. of respondent are 1 out of 12) use for other services like mobile recharge.

51
13. Q.] Are you satisfied with online banking?

A.]

17%

YES
NO
CANNOT SAY
25% 58%

According to survey 58% people are satisfied with its services while 25% are not
satisfied and remaining 17% are confused .

52
 14. Q.] What is your feedback regarding the bank’s Customer Service Representatives?

A.]

20% ANSWER CALLS QUICKLY

37% KNOWLEDGE ABOUT BANKING

PRODUCT
KNOWLEDGE ABOUT BANKING
13% SERVICES
BANKING ISSUES HANDLED
QUICKLY
GOOD COMMUNICATION

17%
13%

When question was asked feedback of its customer services representative 37% people think
they are answer call quickly, 13% think they have good knowledge about banking product, 17%
people think its customer service representative are well aware about its banking services, 13%
people think they handle customers query very nicely and rest 20% thinks there communication
skill is good.

53
 15. OVERALL SATISFACTION OF THE CUSTOMER.

7%

20%
37% EXCELLENT
GOOD
SATISFACTORY
AVERAGE

13% BELOW AVERAGE

23%

When question was asked about of its services, product, customer relationship 37%
people rated SBI is excellent in its offering, 23% people rated it as good and they are happy with
its overall services, 13% rated it as satisfactory but they are not much satisfied with some of its
services, 20% people rated it as average because they are happy with only its few services and
rest 7% rated it as below average.

54
 CHAPTER:-4
CONCLUSION AND SUGGESTION OF THE STUDY

55
The banking sector in India is undergoing major changes due to competition and the advent of
technology. The customer is looking for better quality services which enhance his/her
satisfaction. From the above analyses, it is evident that SBI has many positive
features and the customers are mostly satisfied with the services offered. In spite of this fact, it
has been observed that many customers are not aware of all sort facilities provided by SBI.

Though this study can’t provide conclusive evidence to determine particular courses of action
and further research will be required to provide evidence. But the management of SBI
(MUMBAI) should consider the findings and take all necessary steps for further research and if
they think that the customers of SBI are homogeneous in the ir choice and preferences,
they may consider the following recommendations to gain more customer based and
achieve more customer satisfaction along with maintaining existing customers’
delights

 The management of SBI should conduct more product and services awareness campaign.

 They should increase the level of providing personal attention to individual customers.

 In delivery of quality service in banks, what matter are speed, accuracy,

promptness, reliability, individualized attention, etc. Better results can be
achieved through proper use of relevant banking technology.

 The SBI Management should critically evaluate the deviation in means in

order to create balance in all dimensions of customer satisfaction measurement
tools.
The customer satisfaction in terms of service quality is a relational marketing
paradigm. The relationships are mostly vie wed from the perspective of the firm
providing services. For services firm in this case the banks, building strong
relations hip is important for improving customer satisfactio n through service quality.

Banks should continually assess and reassess how customers perceive bank
services s o a s to k no w whe the r the b a nk me e ts o r e xc e e d s o r is b e lo w the
expectations of their customers. Such an appraisal, however, is a tedious task
because customer service is complex in nature and dynamic in action.

56
 Questionnaire:-
NAME:-……………………………………………………………

GENDER:-  MALE  FEMALE

AGE:-  <18  18 – 25  25 – 40  40 – 60  60 ABOVE

OCCUPATION:-  salaried  businessman  professional  housewife  others

INCOME:-  <100000  100000 – 250000  250000 – 400000  400000 Above

1. What was the single most important reason that you choose SBI bank.

 I have traditional bank account with same bank

 The brand name of the bank

 The excellent service provided by this bank

 Atm service

 Net banking facility

 Location advantage

 Any other
……………………………………………………………………………………………..

2. which type of services you are taking from the SBI bank.
 Saving account  current account  NRI account  fixed deposit  other
(………………………)
3. since how many year you are dealing with SBI bank.
 <1 year  1 to 2 year  2 to 3 year  3 to 4 year  4 to 5 year  more than 5 year
4. Does your bank have core banking facility for the customers.
 Yes  No  Not Aware

57
5. Which service satisfy you most.
 ATM  loan  early cheque clearance  net banking  phone
banking  mobile banking  interest package  any other
(…………………………………………………………….)

6. What is the main reason that you typically visit your Branch.
(Please choose the single most important reason).
 To make deposit
 To get advice for investment option
 To enquiry about balance
 To withdraw cash
 Any other please specify
(………………………………………………………….……………………..)

7. If you are provided with better service by optional bank. Would you like to move to other
bank.
 Yes  No
Why??
………………………………………………………………………………………………
……………………………………………………
8. Are you satisfied with your financial transactions with the bank?
 Very satisfied  Satisfied  Somewhat satisfied  Dissatisfied
9. Do you use the service of alternative bank.
 Yes  No
10. What do you feel about overall service quality of your bank.
 Excellent  very good  good  average  poor
11. Would you recommend this bank to your friends, relatives, associates.

 Yes  No

Why??
…………………………………………………………………………………………………
………………………

58
12. When do you think of your bank what comes first in your mind.

 Personalized service  Wide branch network  Customer service

 computerized banking  Core banking

13. Do you always get prompt service whenever you visit the branch?

 Always  Often  Sometimes  Rarely  Never

14 . How quickly were your banking problems and issues addressed by the bank staff?

 Immediately  Within 24 hours  Within 48 hours  Within 3-5 business days

 More than a week

15. Are you able to use banking services online?

 Yes  No

16. What is the major purpose for which you use the online banking?

 Online Ticket Booking  Online Bill Payments  Balance Check  Request for a
cheque book 
Others…………………………………………………………………………….

17. Are you satisfied with online banking?

 Yes  No  cannot say

18. What is your feedback regarding the bank’s Customer Service Representatives?

 Answer calls quickly  Knowledge about banking products  Knowledge about

banking services  Banking issues handled quickly  Good communication
skills

Suggestion if any
………………………………………………………………………………………………
………………………

Thank you very much for your valuable time and cooperation.

59
BIBLOGRAPHY:-

http://iosrjournals.org/ios r-jbm/papers/Vol15-issue1/J01516086.pdf

https://www.sbi.co.in/portal/web/about-us/about-us

http://en.wikipedia.org/wiki/State_Bank_of_India

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