CHAPTER- 1 ABOUT THE COMPANY

STATE BANK OF INDIA

The State bank of India or the SBI is a public sector bank and financial service
statutory body. It is the largest commercial bank in India in terms of assets, profits,
deposits, number of branches and employees . the SBI came into existence on July
1,1955. It has its headquarters In Mumbai , Maharashtra.
State bank of India (SBI) a fortune 500 company, is an Indian multinational, public
Sector banking and financial services statutory body headquarters in Mumbai. The
rich heritage and legacy of over 200 years, accredits as SBI as the most trusted a
bank by Indians through generations.
SBI, the largest Indian bank with 1/14th market share, serves over 45 crore custome
-rs through its vast network of over 22,000 branches, 62617ARMs\ADWMs,71,968
BC outlets, with an undeterred focus on innovation , and customer centricity , which
stems from the core values of the bank- service ,transparency, ethics ,politeness and
sustainability.
The bank has successfully diversified businesses through its various subsidiaries
i.e. SBI general insurance , SBI mutual fund, SBI card , etc. it has spread its
presence globally and operates across time zones through 229 offices in foreign
countries.
Growing with times, SBI continues to redefine banking ,as it aims to offer the
responsible and sustainable banking solutions.

VISION MISSION VALUES

• VISION
Be the bank of choice for a transforming India
 • MISSION
Committed to providing simple , responsive and innovative financial solutions

• VALUES
Service | Transparency |Ethics |Politeness |Sustainability

LIST OF CHAIRMEN OF THE STATE BANK OF

INDIA
The chairperson of the State bank of India is the chief executive officer of India’s
largest scheduled commercial bank and the ex-officio chair of its central board of
directors . since its establishment in 1955 by the government of India , the SBI has
been headed by twenty six chair persons .
The inaugural officeholder was the Indian railway minister JOHN MATTHAI,
while raj Kumar Talwar holds the unique distinction of having been in office for
longest time. PC BHATTACHARYA also held the post of governor of RESERVE
BANK OF INDIA.
Although the state bank of India ,through its predecessors ,the imperial bank of
India and others, has existed in some form since 1806,this article strives to list only
those chairmen who have headed the bank since its formation in its modern form,
That is since 1955.

SBI BANK OF INDIA : QUICK OVERVIEW

Lets us quickly go over the details of the SBI before we learn more about the SBI
before we learn more about the SBI and its functions.
• SBI Headquarters :Mumbai
• SBI Established :1955
• State Bank of India Chairman: Sri Dinesh Kumar Khara
• SBI Owner :Government of India
 SERVICES
SBI offers a plethora of products and services such as savings account , credit
cards , fixed deposits , personal loan, home loan , business loan , debit card ,
loan against property ,car loan , gold loan , mudra loan and more .

THE HIGHEST JOB IN SBI

The highest-paying job at state of bank of India is a chief general manager with
a salary of RS:55.1 Lakhs per year . the top 10% of employees earn more than
RS:18 lakhs per year. The top 1% earn more than a whopping RS:35 lakhs per
Year.

YONO-PERSONAL BANKING
Launched on 16-03-2019, YONO cash is a unique feature available in the
YONO platform (both on the app as well as the online portal). It enables an
account holder to withdraw money instantly from any of the SBI ATMs and
most of SBIs merchant POS terminals or customer service points (CSP)s within
India without using any physical card or filling up any physical withdrawal slip.
The yono user simply needs to login to the YONO platform And use YONO
cash feature to generate a reference number and create a dynamic PIN for the
same to complete the transactions and withdraw\obtain the cash from any of
channels i.e. ATM,POS terminal or CSP.

EMPLOYEES
SBI is one of the largest employees in the world with 245,652 employees as on
31st march 2021. Out of the total workforce , the representation of women
employees is nearly 26%. The percentage of women employees is nearly 26%.
The percentage of officers, associates and subordinate staffs was 44.28% ,
41.69%. respectively on the same date . each employee contributed a net
profit of RS:828,350 (US$10,000) during FY 2020-21.

SUBSIDIARIES
SBI provides a range of banking products through its network of branches in India
And overseas , including products aimed at non-residental Indians (NRIs). SBI
16 regional hubs and 57 zonal offices that are located at important cities through-
-out India.

DOMESTIC
SBI has over 24000 branches in India. In the financial year 2012-13 , its revenue
was RS:2.005 trillion (US$25 billion), out of which domestic operations to
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 3 million
Accounts by September , which included 2.1 million accounts in rual areas and
1.57 million accounts in urban areas.

INTERNATIONAL
As of 2014-15,the bank had 191 overseas offices spread over 36 countries having
the largest presence in foreign markets among Indian banks.
• SBI AUSTRALIA
• SBI BANGLADESH
• SBI BAHRAIN
• SBI BOTSWANA
The SBI Botswana subsidiary was registered on the 27th January 2006 and was
issued a banking license by the BANK OF BOTSWANA on the 29th July
2013.the subsidiary handed over its banking license and closed its operations in
the country .
GOVERNMENT POLICY FOR SBI
Banks in India are required to keep a minimum of 4% of their net demand and
time liabilities (NDTL) in the form of cash with the RBI. These currently earn no
interest. The CRR needs to be maintenance needs to be at least 95% of the
required reserves.
In case of default on daily maintenance , the penalty is 3% above the bank rate
applied on the number of days of default multiplied by the amount by which the
amount falls short of the prescribed level.

SHARE MARKET POSITION OF SBI

Price .3.88% away from 52 week high ; industry comparison. Market cap – high
in industry ;shareholding pattern . promoters have decreased holdings from
57.57% .
 CHAPTER -2 INTRODUCTION TO THE TOPIC
AND IMPORTANCE AND OBJECTIVES

RECRUITMENT
Recruitment at SBI is a process of hiring eligible candidates for various positions
in the bank. SBI is one of the largest public sector banks in india and offers various
career opportunities for candidates who are interested in a career in the banking
industry.

There are different ways to get recruited in SBI, such as:

• SBI PO (Probationary officer) Recruitment:
This recruitment process is conducted to select eligible candidates for the
post of probationary officers in SBI. The recruitment process involves a
preliminary exam, a main exam , and an interview.

• SBI CLERK RECRUITMENT:

SBI conducts recruitment for clerical cadre posts in its branches across the
country. The recruitment process involves a preliminary exam, a main
exam, and a local language proficiency test.

• SBI SPECIALIST OFFICER (SO):

This recruitment process is conducted to selected eligible candidates for
various specialist officer, HR Officer, Marketing Officer , etc . The
recruitment process involves an online written exam and an interview.

• SBI APPRENTICE RECRUITMENT:

SBI recruits apprentices in various states to provide training in banking
operations . the recruitment process involves an online exam.
Candidate who meet the eligibility criteria and clear the selection process are
offered the respective position in SBI . to stay updated on the latest recruitment
notifications and updates , candidates can visit the official website of SBI or
regularly check job portals and newspapers for updates.
RECRUITMENT PROCESS
The recruitment process of SBI varies depending on the position being applied for
, but typically involves the following steps:

• NOTIFICATION OF VACANCIES:
SBI releases recruitment notifications for various positions on its official
website and in leading newspapers . the notification contains information about
the position, eligibility criteria, the number of vacancies, and the application
process.

• APPLICATION:
Who meet the eligibility criteria can apply for the position by filling out an
online application form available on the SBI website . they will be required to
provide their personal and educational details and pay the application fee.

• ADMIT CARD:
SBI releases admit card for eligible candidates, which contains information
about the exam date ,time and venue .

• ONLINE EXAMINATION
Candidates are required to appear for an online examination , which consists
of objective type questions related to ENGISH, quantitative aptitude, reasoning
ability, general awareness and computer knowledge.

• INTERVIEW:
Candidates who qualify the online examination are called for a personal
interview. Panel will assess the candidate. Communication skills, personality ,
and knowledge about the industry .

• FINAL SELECTION:
Candidates who clear the interview round are selected for the position based on
their overall performance in the online examination and interview . SBI will
release a final merit list of selected candidates.

• DOCUMENT VERIFICATION:
Selected candidates will be required to provide their documents for verification,
including educational certificates , work experiences certificates, and identify
proof.
LOGO AND SLOGAN

The logo of the state bank of India is 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 Kaikara Lake, Ahmedabad.

SLOGAN
“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”
SCOPE OF SBI
SBI is a leading public sector bank in India , with a wide range of financial products
and services .

Its scope includes:-

• RETAIL BANKING :
SBI offers a range of retail banking products such as savings accounts ,current
accounts , fixed deposits, personal loans , home loans , car loans, education
loans, etc.
• CORPORATE BANKING
SBI provides corporate banking services to large, medium and small enterprises
in india and abroad , including project finance , cash management services , etc.
• INTERNATIONAL BANKING
SBI has a strong international presence and provides a range of international
banking services including remittances , foreign currency accounts, trade
finance, correspondent banking etc.

• INVESTMENT BANKING
SBI has an investment banking arm that provides services such as equity and
debt capital markets , mergers and acquisitions, restructuring ,and corporate
advisory.

• WEALTH MANAGEMENT
SBI provides wealth management services such as portfolio management
services such as portfolio management , investment advisory , and mutual fund
distribution.

• INSURANCE
SBI has tie-ups with several insurance companies and provide life , health , and
general insurance products to its customers.

Overall , SBI’s scope is quite vast , covering retail and corporate banking ,
international banking, wealth management, and insurance.
 IMPORTANCE OF SBI
-SBI is a very important financial institution in india for
several reasons:
• LARGEST BANK IN INDIA:
SBI is the largest bank of india in terms of assets, deposits , and branches .it has
a vast network of over 22,000 branches and more than 58,000 ATMs across
india, making it accessible to a large number of customers.

• GOVERNMENT OWNERSHIP:
SBI is owned by the government of india and has a strong presence in rural and
semiurban areas. Its focus on financial inclusion and reaching the unbanked and
underbanked population has been instrumental in the success of various
government schemes.

• WIDE RANGE OF FINANCIAL PRODUCTS AND

SERVICES:
SBI offers a wide range of financial products and services, including retail and
corporate banking, investment banking ,wealth management and insurance .
this makes it a one-stop-shop for all banking and financial needs.

• INTERNATIONAL PRESENCE:
SBI has a strong international presence with branches and subsidiaries in more
than 35 countries . this makes it easier for Indian businesses to across foreign
markets and non-resident Indians to access banking services in india.

• TECHNOLOGY-DRIVEN APPROACH:
SBI has been at the forefront of adopting new technologies such as internet
banking, mobile banking, and digital wallets .this has made banking more
convenient and accessible for customers and has also helped to reduce costs and
increase efficiency.

Overall, SBI’s importance lies in its ability to provide banking and financial
services to a large number of customers across india and its wide range of
products and services, as well as its strong international presence and
commitment to adopting new technologies.
OBJECTIVE OF SBI
SBI, is a government-owned banking and financial services company
headquartered in Mumbai, india . the main objective of SBI is to provide a wide
range of financial products and services to its customers, including personal and
corporate banking, investment banking, insurance and wealth management.
In addition to providing financial services, SBI also aims to promote financial
inclusion and contribute to the development of the Indian economy by supporting
various government initiatives and providing loans and financial services to small
and medium-sized enterprise.
SBI’s mission is to be the “banker to every Indian”, and it strives to achieve this by
offering accessible and affordable financial services to all segments of society, from
rural communities to urban areas. SBI also aims to be a socially responsible
organization, working towards the betterment of the communities it serves and the
environment.
The SBI is a government-owned financial institution headquartered in Mumbai,
india its main objective is to provide a range of banking and financial services to
individuals, businesses, and other institutions.
CHAPTER- 3 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 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 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.

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 60 people was taken into study, and their data was collected.

Sampling Technique:-
To study the Project, a Simple Random Sampling technique is used.
Research design refers to the overall plan or strategy used to conduct research. SBI,
like any other organization, uses research design to plan and execute research
projects to gain insights and inform its business decisions. Here are some examples
of research design used by SBI:

• Survey research:
SBI conducts surveys to collect data on customer satisfaction, usage of products
and services, and other relevant topics. Surveys may be conducted online, by
phone, or in-person.

• Focus groups:
SBI also conducts focus groups to gain insights into customer preferences and
opinions. Focus groups typically involve a small group of customers who are
asked to share their thoughts and experiences on a specific topic.

• Experimental research:
SBI may also conduct experimental research to test the effectiveness of new
products, services, or marketing campaigns. Experimental research involves
manipulating one or more variables and observing the effect on the outcome.

• Case studies:
SBI may use case studies to gain a deeper understanding of a particular
customer or market segment. Case studies involve in-depth analysis of a
specific case to draw insights and inform decision-making.

• Secondary research:
SBI also uses secondary research, which involves analyzing existing data
sources, such as industry reports, government statistics, and academic research.
This type of research helps the bank to stay up-to-date with trends and best
practices in the financial industry.
In addition to these research designs, SBI also uses various data analysis
techniques, such as regression analysis, factor analysis, and cluster analysis, to gain
insights from data. SBI’s research design is geared towards gaining insights that
inform the bank’s decision-making and enable it to better serve its customers.
The research methodology used should be appropriate for the research question and
objectives, and should be designed to minimize bias and maximize the validity and
reliability of the findings.
Limitations and future directions: The limitations of the study would be
acknowledged and future directions for research suggested.
In order to ensure the quality of the research, the study would need to be conducted
in a systematic and ethical manner, using appropriate research methods and tools.
 CHAPTER- 4 DATA ANALYSIS AND
INTREPRETATION

The quantitative data collected through the survey questionnaire will be analyzed
using descriptive statistics and inferential statistics. The data will be analyzed using
software tools like SPSS to identify patterns, trends, and relationships between
variables. The qualitative data collected through focus group discussions will be
analyzed using content analysis techniques to identify key themes and patterns in
the data.

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.

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
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 is bank account more than male. I abo came to know in
mature male above age of 18 and age between 25-40 uses bi account more than
female. According to my survey 64% male uses is account while female use only
36%.

2.OCCUPATION OF THE CUSTOMER

According to my survey 33% salaried respondent uses bi 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 bi bank account within that 10% male and 3% female. 20% respondents are
housewife/husband within that 3% mule and 17 % female. 17% respondent are
others within that 14% are male and 3% are female.

3.DISTRIBUTION OF THE CUSTOMER AS PER THEIR INCOME

According to my survey 30% of the respondent uses SBI bank account who’s
income was below RS:100000 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. 100000-250000 within that 30% respondent are
male (no. of respondent are 3). 30% of the respondent uses SBI bank account who’s
income was between RS.250000-400000 within that 23% respondent are male (no.
of respondent are 7) and 7% female (no. of respondent are 2).

4.MOST IMPORTANT REASON FOR CHOOSING BANK

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

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

6.SERVICES SATISFACTION

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.
7.REASON FOR TYPICALLY VISITING THE BRANCH

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.

8.IF YOU ARE PROVIDED WITH BETTER SERVICE BY OPTIONAL BANK.

WOULD YOU LIKE TO MOVE TO OTHER BANK.

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.
 CHAPTER-5 CONCLUSIONS, SUGGESTIONS
AND LIMITATIONS OF THE STUDY

CONCLUSION
The study will conclude with an analysis of the financial stability and position of
SBI Bank, as well as the level of customer satisfaction among its customers. The
study will provide insights into the bank's performance in the banking industry in
India. The study will also suggest ways for the bank to improve its financial stability
and customer satisfaction. The results of the study will be beneficial for the bank's
management to make informed decisions about the future of the bank.
The State Bank of India (SBI) is the largest bank in India and operates through a
vast network of branches, ATMs, and digital channels. Its financial performance
has been strong, although it has faced challenges in recent years, including high
levels of bad loans and a decline in profitability due to the COVID-19 pandemic.
SBI has been involved in a range of CSR initiatives and has been focusing on digital
transformation to offer convenient banking services to its customers.
SBI Bank is one of the largest and most well-established banks in India, with a
significant presence in the country's banking sector. The bank has a diverse range
of business segments and offers a wide range of banking and financial services to
its customers. While its financial performance has been stable, its gross non-
performing assets have increased slightly in recent years. However, the bank has
taken several initiatives and partnerships to improve its services and expand its
reach, and it is well-positioned to continue to grow and serve its customers in the
future.

LIMITATIONS OF THE STUDY

THE STUDY REPORT CONSITS 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 Mathura only.
• Only selected branches and banks have been considered for the study.
• Samples 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.
• The study is based on secondary sources of information, which may not
be fully accurate or up-to-date.
 • The study focuses on SBI's operations and performance at a particular
point in time and may not reflect its current or future operations.
• The study does not consider the perspectives of SBI's customers,
employees, or other stakeholders, which could provide valuable
insights.
• The study does not compare SBI's performance with that of other banks
or financial institutions, which could provide a benchmark for its
operations and performance.

SUGGESTIONS
The banking sector in India is undergoing major changes due to competition and
the advent of technology .The customer boking 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 (MATHURA) should consider the findings and take all
necessary steps for further research and if they think that the customers of SBI are
homogeneous in their 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 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 took.
The customer satisfaction in terms of service quality is a relational marketing
paradigm. The relationships are mostly viewed from the perspective of the firm
providing services. For services firm in this case the banks, building strong
relationship is important for improving customer satisfaction through service
quality.
Banks should continually assess and reassess how customers perceive bank services
so as to know whether the bank meets or exceeds or is below the expectations of
their customers. Such an appraisal, however, is a tedious task because customer
service ss complex in nature and dynamic in action.
• Strengthen risk management given the high levels of bad loans, SBI
should continue to strengthen its risk management practices to identify
and manage credit risk more effectively.
• Focus on profitability while SBI’s financial performance has been
strong , it has decline focus on profitability by reducing costs, improving
asset quality, and diversifying its revenue streams in recent years due
to the pandemic. SBI should
• Innovative digital offerings SBI digital platforms , such as YONO and
SBI-e sports, have been well received by customers .SBI should
continue to innovate its digital offerings to improve customer
experience and expand its customer base.
• Expand CSR initiatives SBI’s CSR initiatives have been successful in
promoting financial inclusion and supporting social cause. SBI should
continue to expand its CSR should continue to expand its CSR
initiatives to promote sustainable development and meet social needs.
 BIBLIOGRAPHY

Information was collected through different websites of the

company:-

• www.wikipedia.sbi.com
• www.sbi.linkedin.com
• www.chatgpt.com
• www.yonoapp.com
• www.sbimathura.com
• https://iosjournals.org/iosr-jbm/papers/vol15-
issue1/j01516086.pdf
 QUESTIONNAIRE

1. How long have you been an SBI Bank customer?

A. Less than 6 months
B. 6 months to 1 year
C. 1 year to 3 years
D. More than 3 years

2. How frequently do you use SBI Bank services?

A. Daily
B. Weekly
C. Monthly
D. Rarely

3. How satisfied are you with the overall customer service you
receive at SBI Bank?
A. Extremely satisfied
B. Somewhat satisfied
C. Neither satisfied nor dissatisfied
D. Somewhat dissatisfied
E. Extremely dissatisfied

4. How satisfied are you with the availability and accessibility

of SBI Bank services?
A. Extremely satisfied
B. Somewhat satisfied
C. Neither satisfied nor dissatisfied
D. Somewhat dissatisfied
5. How easy was it for you to open an account or apply for a
loan with SBI Bank?

A. Extremely easy
B. Somewhat easy
C. Neither easy nor difficult
D. Somewhat difficult
E. Extremely difficult
6. How would you rate the professionalism and knowledge
of the SBI Bank staff?
A. Excellent
B. Good
C. Average
D. Poor
E. Very poor

7. How likely are you to recommend SBI Bank to friends and

family?

A. Extremely likely
B. Somewhat likely
C. Neither likely nor unlikely
D. Somewhat unlikely
E. Extremely unlikely

8. How important are digital banking services to you?

A. Very important
B. Somewhat important
C. Not very important
D. Not important at all
9. How satisfied are you with the digital banking services
offered by SBI Bank?

A. Extremely satisfied
B. Somewhat satisfied
C. Neither satisfied nor dissatisfied
D. Somewhat dissatisfied
E. Extremely dissatisfied

10.Do you have any suggestions for how SBI Bank can
improve its services or customer experience?

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