Executive Summary Mahesh reddy

Business Communication 191284(sec B1)

A Study on the Consumer Expectations and Perceptions towards

consumer Loans offered by State Bank of India

Statement of problem:
This research report was conducted to understand the Consumer Expectations
and Perceptions towards consumer Loans offered by State Bank of India.

Key findings:
Most of the consumers believed that SBI provides all Banking needs and
provides loan Facilities to the customers in an easy manner. Majority of the consumers were
preferred to take home loans more when compared with other loans. Consumers felt that the
SBI provides a competitive interest rate and were preferred on personalized service of the
SBI.

Problem solution:

In this research the Researcher wants to check customer awareness of the

different loan products and also the loan services which are provided satisfying the customer.
The problem that came to is that most customers are looking for online facilities which can be
easily understand by the customer. Consumers also wants to know about the different type of
loans that are offered by the SBI and also about the benefits and terms of the particular loans.
The banks should provide more information about particular loans.

Recommendations:

 From the above findings it was found that one of the SBI provided services is Online
transactions. That is not much known to the customers, so Bank management should
take efforts to make awareness among the general public about online facilities.
 While discussing with the customers about suggestions they want more information
on loans with interest rates provided by the Bank. The Bank should employ some
contact persons through a toll-free number.
 Most of the customers felt that opening of an account is very difficult in the Bank.
The management should take care on new customers as well as old customers
 Since private sector Banks are the main competitors of the SBI. The Bank
management should always work out special market strategies to retain the customers
and also improving service quality as well as introducing new schemes for the
customers.