Consumer Behaviour On State Bank of India

A STUDY OF CONSUMER BEHAVIOR
TOWARDS SERVICE PROVIDED BY STATE BANK OF

INDIA
IN NAVI MUMBAI
Dissertation Submitted to the
D.Y. Patil University School of Management

In partial fulfillment of the requirements for the award of
The Degree of
BACHELORS OF BUSINESS ADMINISTRATION
Submitted by:
Akash Awasthi
Roll no.BBA015103
Submitted To
Mrs.Madhuri Kadam
Assistant Professor
D.Y. Patil University
School of Management
CBD Belapur, Navi Mumbai
March 2017
1
A STUDY OF CONSUMER BEHAVIOR
TOWARDS SERVICE PROVIDED BY STATE BANK OF
INDIA
IN NAVI MUMBAI
Dissertation Submitted to the
D.Y. Patil University School of Management

In partial fulfillment of the requirements for the award of
The Degree of
BACHELORS OF BUSINESS ADMINISTRATION
Submitted by:
Akash Awasthi
Roll no.BBA015103
Submitted To
Mrs.Madhuri Kadam
Assistant Professor
D.Y. Patil University
School of Management
CBD Belapur, Navi Mumbai
March 2017
2
DECLARATION
I hereby declare that the dissertation CONSUMER BEHAVIOUR IN LUXURY

CAR SEGMENT”” submitted for the Full time BBA Degree at Dr. D.Y. Patil
University School of Management is my original work and the dissertation

has not formed the basis for the award of any degree, associate ship,
fellowship or any other similar titles.
SIGNATURE OF THE STUDENT
PLACE: Mumbai
DATE:
CERTIFICATE
3
This is to certify that the dissertation entitled “A STUDY OF CONSUMER
BEHAVIOR TOWARDS THE SERVICES PROVIDED BY STATE
BANK OF INDIA IN NAVI MUMBAI” is the bona fide research work
carried out by Akash Awasthi, student of Full Time BBA, at D.Y. Patil
University School of Management during the year 2015- 2018, in partial
fulfillment of the requirements for the award of the Degree of Bachelors in
Business Management and that the dissertation has not formed the basis for
the award previously of any degree, diploma, associate ship, fellowship or
any other similar title.
Mrs Madhuri Kadam Dr. R. Gopal

Assistant Professor Director & HOD
D.Y.Patil University
School of
Management
Place: Mumbai
Date:
ACKNOWLEDGEMENT
4
In the first place, I thank the Dr. D. Y. Patil University, School of
Management, Navi Mumbai for giving me an opportunity to work on this
project.
I would also like to thank Dr. R. Gopal (Director & HOD) & Mrs.Madhuri
Kadam and Assistant Professor Dr. D.Y. Patil University School of
Management, Navi Mumbai for having given me her valuable guidance for
the project. Without her help it would have been impossible for me to
complete the project.
I would be failing in my duty if I do not acknowledge with a deep sense of

gratitude the sacrifices made by my parents and thus have helped me in
completing the project work successfully.
SIGNATURE OF THE STUDENT
PLACE: Mumbai
DATE:
LIST OF CONTENT
5
SR TOPIC PAGE
NO. NO
A LIST OF CONTENT 6
B LIST OF TABLES 7
C LIST OF FIGURES 8
D LIST OF ABBREVATIONS 9
EXECUTIVE SUMMARY 10
1 INTRODUCTION 11
2 OBJECTIVE OF THE STUDY 22
2.1 IMPORTANCE & RELEVANCE OF THE 24
STUDY OVERVIEW
2.2 SCOPE OF THE STUDY 25
3 LITRETURE REVIEW 27
4 RESEARCH METHOOLOGY 30
4.1 DATA COLLECTION METHODS 32
4.2 SAMPLING METHODS 33
5 DATA ANALYSIS AND INTERPRETATION 35
6 CONCLUSION 45
7 FINDING OF THE STUDY 46
8 SUGGESTIONS 47
9 ANNEXURE 48
9.1 QUESTIANNAR 49
9.2 BIBLOGRAPHY 53
LIST OF TABLES
6
Table No. Table explanation Page Number
1 LISTING AND SHAREHOLDING 18
2 AGE 35
3 GENDER 36
4 PROFILE 37
5 USEAGE 38
6 BANKS 39
7 BANK ACCOUNT 40
8 INTERNET BANKING 41
9 SBI APPLICATION 42
10 SERVICES 43
11 RATING 44
LIST OF FIGURES
7
Figure No. Figure explanation Page Number
1 SATE BANK OF INDIA LOGO 12
2 STATE BANK OF INDA HQ 14
3 IMPERIAL BANK OF INDIA LOGO 15
4 AGE 35
5 GENDER 36
6 PROFILE 37
7 USEAGE 38
8 BANKS 39
9 BANK ACCOUNT 40
10 INTERNET BANKING 41
11 SBI APPLICATION 42
12 SERVICES 43
13 RATING 44
8
LIST OF ABBREVATIONS
Short form Full form
SBI STATE BANK OF INDIA
ICICI INDUSTRIAL CREDIT AND INVESTMENT

CORPORATION OF INDIA BANK
GOVN GOVERNMENT
9
Executive summary
In this developing worldwide rivalry, the profitability of any business

concern relies on the conduct part of customers. This point manages the
administrations gave by the State Bank of India. This venture report contains
different parts. The reports begin with the presentation of the
organization, its range of operations, its association structure and posting
and shareholdings of the organization. The other part, procedure received in
setting up this report is specified. It covers the example technique, sorts of
information utilized and the information gathering strategy. Another section
manages discoveries; proposal and conclusion part which is especially vital
after examination is made.
As we realize that exclusive investigation and conclusion is not the finish of

research, so in the following section the suggestion part is secured which are
made a profundity investigation of the examination part of postulation.
10
Chapter 1
Introduction
11
ABOUT THE COMPANY
State Bank of India (SBI) is one of most celebrated and trusted open area
managing an account and monetary administrations organization in India. It
has been administered by government-claimed organization and having a
base camp in Mumbai, Maharashtra. Starting at 2016-17, it had resources of
₹30.72 trillion (US$460 billion) and having more than 14,000 branches,
including 191 remote workplaces spread crosswise over 36 nations, making
it the biggest saving money and budgetary administrations organization in
India by resources. The fortune worldwide 500list has positioned this
organization 232nd of the world's greatest partnerships starting at 2016.
The bank follows its parentage to British Bharat, through the Imperial Bank
of Bharat, to the creation, in 1806, of the Bank of Kolkata, making it the
most established store budgetary foundation inside the Indian landmass.
Bank of Madras joined into the inverse 2 "administration banks" in British
Bharat, Bank of Kolkata and Bank of city, to make the Imperial Bank of
Bharat, that progressively turned into the bank of Bharat in 1955.
Government claimed the Imperial Bank of India in 1955, with bank of
Bharat (India's Central Bank) taking a hour stake, and renamed it the bank of
Bharat. In 2008, the govt. assumed control over the stake control by the bank
of Bharat.
12
13
HISTORY OF THE COMPANY
The foundations of the store monetary organization of Republic of India lie
the essential decade of the nineteenth century, once the Bank of urban focus,
later renamed the Bank of Bengal, was built up on two Gregorian logbook
month 1806. The Bank of Bengal was one in everything about Presidency
banks, the inverse 2 being the Bank of city (fused on fifteen Gregorian
logbook month one840) and along these lines the Bank of Madras (joined on
1 Gregorian timetable month 1843). Every one of the 3 Presidency banks
was fused as joint stock partnerships and was the aftereffects of illustrious
sanctions. These 3 banks got the perquisite to issue money until 1861 once,
with the cash Act; the right was seize by the legislature of Republic of India.
The Presidency banks amalgamated on twenty seven January 1921, and in
this way the re-composed saving money element took as its name Imperial
Bank of Republic of India. The Imperial Bank of Republic of India remained
a business entity be that as it may while not Government cooperation.
14
OPERATIONS OF THE COMPANY
SBI gives an assortment of saving money item through its system of

branches in Bharat and abroad, together with item designed for non-
occupant Indians (NRIs). SBI has fourteen local centers and fifty seven
Zonal Offices that range unit put at important urban communities all through
Bharat.
Domestic presence
SBI has 18,354 branches in Asian country. Inside the financial year 2012–
13, its income was ₹2.005 trillion (US$30 billion), out of that local
operations added to ninety five.35% of income. Additionally, local
operations added to eighty eight.37% of aggregate benefits for steady
financial year.
Under the Pradhan Mantri Gregorian schedule month Dhan Yojana of fiscal
incorporation propelled by Government in August 2014, SBI order eleven,
300 camps and opened more than three million records by Gregorian
timetable month, incorporating two.1 million records in rustic regions and
zero.88 million records in urban regions.
15
INTERNATIONAL PRESENCE
Starting at 2014–15, the bank had 191 abroad workplaces touch thirty six
nations having the most essential nearness in remote markets among Indian
banks. it's branches in Singapore, Moscow, Colombo, Dhaka, Frankfurt,
Hong Kong, Tehran, city, London, la, Male inside the Maldives, Muscat,
Dubai, New York, Osaka, Sydney, and Tokyo. It's seaward keeping money
units inside the state and Bahrain, and agent workplaces in Burma, Asian
nation and urban focus.
SBI has seven retail keeping money branches in Singapore
Associate banks
SBI now has one partner bank, down from the eight that it initially gained in
1959. All utilization the State Bank of India logo, which is a blue circle, and
all utilization the "State Bank of" name, trailed by the territorial base camp's
name:
• State Bank of Patiala (established 1917)
• State Bank of Mysore (established 1913)
• State Bank of Bikaner and Jaipur (established 1963)
• State Bank of Hyderabad (established 1941)
• State Bank of Travancore (established 1945)
• Bharatiya Mahila Bank (founded 2013)
16
The banks which are combined are:
• State Bank of Saurashtra (combined 2008)
• State Bank of Indore (combined 2010)
Non-banking subsidiaries
Aside from its 5 relate banks, SBI furthermore has the resulting non-keeping
money backups:
 SBI Capital Markets Ltd

 SBI Funds Management Pvt Ltd
 SBI Factors and business Services Pvt Ltd
 SBI Cards and Payments Services Pvt. Ltd. (SBICPSL)
 SBI DFHI Ltd
 SBI life confirmation Company limited
SBI General Insurance In March 2001, SBI (with seventy four of the entire
capital), joined with BNP Paribas (with twenty 6th of the staying capital), to
make a wander life confirmation organization named SBI life affirmation
organization Ltd. In 2004, SBI DFHI (Discount and Finance House of India)
was bolstered with its base camp in urban focus.
17
Listings and shareholding
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%
18
Employees
SBI is one in all the most imperative businesses inside the nation having
222,033 staff as on thirty one March 2014, out of that there have been forty
five,132 female staff (20%) and a couple of,610 (1%) staff with inabilities.
On a comparative date, SBI had 42,744 Schedule Caste (19%) and
seventeen,243 Schedule Tribe (8%) staff. the extent of Officers, Assistants
and Sub-staff was one year, forty 6th and eighteen severally on a
comparative date Hiring drive: one,776 Assistants and one,394 Officers
joined the Bank in FY 2013-14, for development of the branch organize and
to moderate specialists deficiency, quite at country and semi-urban branches.
laborers efficiency: according to its Annual Report for FY 2013-14, each
specialist contributed profit of expert 485,000.
Recruitment
SBI has been giving its administrations in Bharat in show of the most
imperative managing an account achievement specialist. Bank work
searchers perceive this bank in show of the most critical enrollment
specialist of temporary officers and extraordinary officers when contrasted
with option banks in Bharat. In 2016, Google look slants conjointly showed
that SBI occupations are one in everything about chief sought catchphrase
when contrasted with option banks.
19
Recent awards and recognitions
 SBI was progressive on the grounds that the prime bank in Republic
of India bolstered level one capital by The Banker magazine in an
exceptionally 2014 positioning.
 SBI was progressive 232nd inside the Fortune worldwide five
hundred rankings of the world's greatest firms for the year 2016.
 SBI was named the twenty ninth most gathered organizations inside
the world with regards to Forbes 2009 rankings.
SBI was fiftieth most beyond any doubt entire in Republic of India
according to the entire Trust Report 2013, Associate in Nursing yearly
review directed by Trust investigation consultative, an entire examination
organization and a short time later, inside the entire Trust Report 2014, SBI
completed as Republic of India's nineteenth Most beyond any doubt entire in
India.
20
Major competitors
A portion of the chief contenders for SBI inside the saving money segment
range unit monster individual division banks ICICI Bank, HDFC Bank, Axis
Bank, IndusInd Bank, minimal provincial banks and distinctive open part
banks Kanara Bank, Bank of India and Bank of geological region.
Nonetheless, as far as normal piece of the pie, SBI is out and away the most
critical player inside the market.
Mergers
•The five partner banks especially bank of Bikaner and Jaipur, bank of
Hyderabad, bank of Mysore, bank of Patiala and bank of Travancore
•Bharatiya mahila bamk are set to fuse with bank of bharat with effect from
first Apr, 2017
21
Chapter 2
Objective of the Study
22
OBJECTIVES OF THE STUDY
 To study and understand the core structure of State Bank of India.

 To understand the level of relationship over the different segments of
client administrations by the State Bank of India.
 To study and assessment and client fulfilled by the administrations
gave by State Bank of India over the review time frame.
23
SIGNIFICANCE AND RELEVANCE OF THE STUDY
OVERVIEW
The review depends on the theme "Buyer Behavior ABOUT THE

SERVICES PROVIDED BY STATE BANK OF INDIA IN NAVI
MUMBAI".I have pick this point since State Bank of India is a standout
amongst the most celebrated and all around trusted Bank everywhere
throughout the India. The bank is positioned as first in broad daylight
segment bank. SBI is the most trusted and favored name. SBI is one of the
biggest bosses in India and has 14 provincial center points and 57 zonal
workplaces. In India, SBI has 15,869 branches with 51, 491 ATMs –
including partner banks. The 25,000th SBI ATM was initiated on thirty first
March, 2011 by the then Chairman of keeping money organization of Bharat
Shri O.P. Bhatt on the grounds that it was the day of his retirement. Indeed,
even in the wake of confronting solid rivalry from a few multinational
banks, SBI is the main Indian financier. Additionally, the bank has the
biggest yearly aggregate resources and turnover.
24
SCOPE OF THE STUDY
This exploration is led to concentrate the customer conduct towards the

administrations gave by State Bank of India in Navi Mumbai.
In this venture report the scientist investigations the administrations gave by

State Bank of India. The scientist likewise evaluates the level of relationship
over the different parts of client administrations by the State Bank of India.
After examinations and surveying the analyst assesses the client fulfilled by
the administrations gave by State Bank of India over the review time frame.
Over the span of research, certain inadequacy have been watched like as
State Bank of India has it nearness the country over, the intended interest
group from whom the information has been gotten gives a constrained point
of view of the examination when seen for the country all in all.
25
Chapter 3
LITERATURE REVIEW
26
LITERATURE REVIEW
1.SBI examination Department in 2000, through its paper

"Execution investigation of twenty seven Public division banks"
written in SBI month to month survey execution, was set up by
Economic examination Department of establishment organization of
Asian country, and is to examination the Performance of the twenty
seven Public Sector Banks for the year 1999-2000 opposite the former
year. Choosing four totally extraordinary classes of markers Business
Performance, Efficiency, Vulnerability and work profitability
pointers, circulated the investigation.
Through and through, 39 markers were choosing for this reason. For
the point of study, twenty seven PSBs disaggregated into four
gatherings, to be specific, the SBI, ABs , the SBGs , and in this way
the NBs. All through 1999-2000, the PSBs displayed higher show as
far as the numerous parameters considered on high of. However, the
issues of NPAs and capital sufficiency keep to be dealt with. Analysts
all through this paper opinioned that bigger operational adaptability
and deliberate self-governance must be constrained to be to PSBs
quite to reinforce their
Capital base. Assist, they felt that since web intrigue edge will at
present remain compacted in an exceedingly plenteous deregulated
rate of intrigue administration, variation result would need to be
constrained to be made to alleviate this through era of non-intrigue
pick up.
27
As approach as NPAs territory unit concerned, they trust' that, the
superannuated laws and laws that make obstruction to banks in getting
back their contribution must be constrained to be fitly revised.
2.Nair KNC (2006)in his paper 'Saving money and Technology to

fulfill twenty first Century challenges', unconcealed in Bank web
Asian nation, has talks about the long-standing time .
Difficulties of innovation in keeping money. The creator together
recommends yet IT have a splendid future in provincial managing an
account, however is dismissed thus of it’s customarily pondered
unviable inside the horticultural area. A successful bank has to be deft
and sufficiently coordinated to answer to the new market worldview
and insufficiently predominant dangers. Development is that the key
extending the managing an account administrations to the
undiscovered huge potential at extremely shabby of the pyramid.
3. Navdeep Aggarwal and Mohit Gupta (2003)- This review

fundamentally discovers the primary measurements and sub
measurements of administration quality. Casual organized meetings ar
directed with branch supervisors and academicians to detail a
managing an account benefit quality model. The review seen that
administration time and private collaborations ar essential along the
edge of climate for administration quality.
4. Debashis and Mishra (2005)- The review investigated and

measured customer fulfillment in branch administrations gave by
28
nationalized banks in Bharat. 1200 clients got polls and it totally was
seen that motorization, precision in exchanges, edge of specialists and
accommodation of laborers affected customer fulfillment. Minimum
vitalissue was advancement of the item and various plans.
5. Mushtaq M Bhat (2005)- This review discovers benefit quality

parameters in bank through SERVQUAL and impact of statistic
factors . The review was confined to SBI bank exclusively. Test size
was 800 and think about observed that outside banks ar higher than
Indian banks. SBI was observed to be relatively poor on
responsibleness and responsiveness.
6. Kumar (2006) concentrated the bank nationalization in Bharat

denoted an outlook change inside the concentration of managing an
account since it was intended to move the fundamental focus from
classification saving money to mass keeping money. Universally
conjointly endeavors ar being made to survey causes money|of
monetary|of economic} incorporation and arranging approaches to
ensure budgetary consideration of the poor denied. The banks
conjointly got the opportunity to outline their business approaches to
incorporate particular arrangements to push cash consideration of low
monetary profit group treating it each a business chance still as an
organization social duties. cash incorporation will develop as business
productive business
29
7. P K Gupta (2008)- Objective of this review was to look out the
conduct of customers with connection to web keeping money opposite
standard managing an account. The review seen that web managing an
account was observed to be less demanding and speedier than
standard keeping money and trust, precision and secrecy were the
premier crucial elements here.
30
Chapter 4
RESEARCH METHODOLOGY
31
RESEARCH METHODOLOGY
Look into technique might be because of reliably fathom the investigation

issues. It ought to be seen as an art of discovering however investigation is
done deductively. In it we tend to territory unit discovering his investigation
issues in conjunction with the rationale behind them. it's vital the researcher
to comprehend not exclusively the investigation procedure systems however
conjointly the technique.
Types of analysis
It is expressive sort of investigation. Unmistakable investigation overview

and truth discovering request of different kind. the first reason for expressive
examination is distinct the state if undertakings, since it exist at the present.
The fundamental control over the variable; he can just report what this to
find the notwithstanding when there he can't the variable. The techniques
needs to analysts used in expressive research are study strategies for all kind.
Information Source
The supply of venture relies on upon right information. That is the reason
information gathering the appropriate learning, which differs obvious in
setting money, cost, time and option assets at the transfer man of science.
There are two sorts of information gathering techniques accessible:-
1) Primary Data Collection Method.
2) Secondary Data Collection Method.
32
1. Primary Data Collection Method
Essential information are those that are get by the client for satisfaction their
motivation. The specialist has taken essential information through individual
visit to bank directors, and bank officials of state bank of India. All levels of
administration have been drawn nearer to get dependable data. The
researcher has conjointly gathered essential data by stuffed, positive OR NO
organization frame by the buyers of keeping money organization of Asian
country et al. as well. This data helped inside the support of the
announcement that has made amid this venture.
2. Secondary data Collection Method.
The Secondary data is that that is now gathered and hangs on or we can state
effectively spared or arranged data by others. The researcher got optional
data from their diaries, records, example of examination sort and so forth.
What's more, from daily paper magazines, articles, web and so on. The
researcher got essential data of ability administration .The researcher gather
auxiliary data by alluding some example of organization and by alluding a
few books and web locales of organization from web.
33
SAMPLING TECHNIQUES
RANDOM SAMPLING
SAMPLING SIZE
80 PEOPLE
SAMPLING INSTRUMENT
QUESTIONNAIRE
34
Chapter 5
DATA ANALYSIS AND INTERPRETATION
35
Q.1 Age group:
Age group percentage

15-25 96.3
25-35 1.2
35-45 1.2
45 or above 1.2
AGE
1.21.2 1.2
15-25
25-35
35-45
96.3 45 OR
ABOVE
The serve was conducted with sample size of 80 people and

maximum age group was between 15-25.
36
Q.2 GENDER
GENDER PERCENTAGE
MALE 55
FEMALE 45
GENDER
MALE
FEMALE
The target people consist of 55% male & 45% female.
37
Q.3 YOUR PROFILE
PROFILE PERCENTAGE
STUDENT 92.5
HOME MAKER 0
SERVICE 3.7
BUSINESSMEN 3.7
RETIRED 0
PROFILE
STUDENT
HOMEMAKER
SERVICE
BUSINESS
RETIRED
the maximum responded were students at the percentage of

92.5 % and rest of the crowd were around 3.7% for both
service and businessmen.
38
Q.4 HOW OFTEN DO YOU USE BANKING SERVICES
USEAGE PERCENTAGE
DAILY 23.8
WEEKLY 25
MONTHLY 32.5
QUATERLY 16.2
USEAGE
DAILY
WEEKLY
MONTHLY
QUATERLY
32.5 % of the total uses bank services monthly and 23.8% uses
daily and 25% on weekly basis.
39
Q.5WHICH ONE IS BETTER?
BANKS PERCENTAGE
HDFC 17.5
ICICI 15
SBI 57.5
CITI BANK 10
BANKS
HDFC
ICICI
SBI
CITI BANK
SBI is one of the most trusted and used bank among sample
people followed by HDFC then ICICI and CITI bank as last.
40
Q.6DO YOU HAVE A BANK ACCOUNT
ANSWER PERCENTAGE
YES 88.8
NO 11.2
BANK ACCOUNT
YES
NO
88.8% of people have bank A/C.
41
Q.7DO YOU USE INTERNET BANKING
ANSWER PERCENTAGE
YES 72.5
NO 27.5
INTERNET BANKING
YES
NO
72.5% of people use internet banking and find useful.
42
Q.8DOES YOU FIND SBI APPLICATION USEFUL
ANSWER PERCENTAGE
YES 46.3
NO 15
MAYBE 38.7
SBI APPLICATION
YES
NO
MAYBE
46.3% of people think SBI APP are useful whereas 38.7 are not
sure about it, 15% of people doesn’t find useful.
43
Q.9 DOES PROPER SERVICE IS GIVEN BY SBI BANK
ANSWER PERCENTAGE
YES 47.5
NO 20
MAYBE 31.3
SERVICES
YES
NO
MAYBE
47.5% of people are satisfied by the services whereas 31.3%

are not sure and 20% are unsatisfied
44
Q.10 RATE STATE BANK OF INDIA SERVICES
RATING SCALE PERCENTAGE
1 10
2 6.3
3 33.8
4 32.5
5 17.5
40
35
30
25
20
15
10
0
1 2 3 4 5
33.8% of people rate SBI services as 3, whereas 32.5% rate 4,

17.5% of people rate 5 and 10% of people rate 1, 6.3% of
people rate 2.
45
Chapter 6
Conclusion
46
CONCLUSION
The review closes to be important to SBI as it depends on the supposition of

clients. It is valuable for Public segment banks likewise in figuring their
strategies in regards to dispatch of new saving money item, keeping in mind
the end goal to achieve the level of accomplishment accomplished by banks.
It additionally call attention to explanations behind disappointment among
bank clients and give important answer for their issues. The review led will
help the Public Sector Banks in tending to the promoting issues and troubles
confronted by this bank while showcasing their administrations to clients.
The review likewise helps in taking care of the issues confronted by the
clients and the powerful execution of promoting procedures of Public area
banks.
47
FINDING OF THE STUDY
• SBI conjointly one among the gainful open area banks in India. The bank
has spearheaded a few administrations beginning time in India. SBI was the
essential to supply an item known as one read by that client's territory unit
ready to peruse their records in six depends on one page on their site. SBI
Bank conjointly the pioneer, in presenting an item known as web safe that
makes on-line seeking on web abuse accusation account credit making it
more secure.
• State Bank of India is biggest open segment bank in India; as of late it's no
inheritable the position of general bank. Widespread manage an account
with serious system of branches that offer numerous different financial
administrations and zone unit chiefly occupied with modern saving money,
venture keeping money, securities and even protection.
• Bank of India offers imaginative administrations to clients.
• State Bank of India has faith in innovative up degree in circulation of its

administrations.
48
SUGGESTIONS
•The workers of SBI bank must be obliging and affable.
•The banks required employing right of people, with
satisfactory information of keeping money especially at banks
choice focuses.
•Training programs should be concocted for all representatives
and in addition focus and workers of Direct Sales Associates or
Associates of those banks.
•Additional significance should tend to overhaul item
information and relational abilities in such honing programs.
• There's a necessity for managing an account workers to claim
drilling inside the regions of innovation and intelligent abilities.
The offering staff tip top by direct deals partners of SBI should
be extra qualified, as far as training, item information, relational
abilities and so forth.
49
Chapter 7
Annexure
50
Questionnaire
Q.1 AGE GROUP
o 15-25
o 25-35
o 35-45
o 45 OR ABOVE
Q.2 GENDER
o MALE
o FEMALE
Q.3 YOU’RE PROFILE?
o STUDENT
o HOME MAKER
o SERVICE
o BUSINESSMEN
51
o RETIRED
Q.4 HOW OFTEN DO YOU USE BANKING SERVICES?
o DAILY
o WEEKLY
o MONTHLY
o QUARTERLY
Q.5 WHICH ONE IS BETTER?
o HDFC
o ICICI
o SBI
o CITI BANK
Q.6 DO YOU HAVE A BANK ACCOUNT?
o YES
o NO
Q.7 RATE STATE BANK OF INDIA SERVICES?
1 2 3 4 5
52
Q.8 DO YOU USE INTERNET BANKING?
o YES
o NO
Q.9 DOES YOU FIND SBI APPLICATION USEFUL?
o YES
o NO
Q.10 DOES PROPER SERVICE IS GIVEN BY SBI BANK?
o YES
o NO
53
Bibliography
www.sbi.co.in
www.wikipedia.org
www.banksifsccode.com
www.bankbazaar.com
www.economictimes.indiatimes.com
www.sbicard.com
www.moneycontrol.com
www.facebook.com/StateBankOfIndia
The banker
Banking Frontiers
Global Finance
54
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A STUDY OF CONSUMER BEHAVIOR TOWARDS SERVICE

PROVIDED BY STATE BANK OF INDIA IN NAVI MUMBAI
Dissertation Submitted to the D.Y. Patil University School of Management
In partial fulfillment of the requirements for the award of The Degree of
BACHELORS OF BUSINESS ADMINISTRATION Submitted by: Akash
Awasthi Roll no.BBA015103 / Submitted To Mrs.Madhuri Kadam Assistant
Professor D.Y.
Patil University School of Management CBD Belapur, Navi Mumbai March

2017 A STUDY OF CONSUMER BEHAVIOR TOWARDS SERVICE
PROVIDED BY STATE BANK OF INDIA IN NAVI MUMBAI
Dissertation Submitted to the D.Y. Patil University School of Management
In partial fulfillment of the requirements for the award of The Degree of
BACHELORS OF BUSINESS ADMINISTRATION Submitted by: Akash
55
Awasthi Roll no.BBA015103 / Submitted To Mrs.Madhuri Kadam Assistant
Professor D.Y.
Patil University School of Management CBD Belapur, Navi Mumbai March

2017 DECLARATION I hereby declare that the dissertation “A STUDY OF
CONSUMER BEHAVIOR TOWARDS THE SERVICES PROVIDED BY
STATE BANK OF INDIA IN NAVI MUMBAI” submitted for the Full time
BBA Degree at Dr. D.Y. Patil University School of Management is my
original work and the dissertation has not formed the basis for the award of
any degree, associate ship, fellowship or any other similar titles.
SIGNATURE OF THE STUDENT PLACE: Mumbai DATE:

CERTIFICATE This is to certify that the dissertation entitled “A STUDY
OF CONSUMER BEHAVIOR TOWARDS THE SERVICES PROVIDED
BY STATE BANK OF INDIA IN NAVI MUMBAI” is the bona fide
research work carried out by Akash Awasthi, student of Full Time BBA, at
D.Y. Patil University School of Management during the year 2015- 2018, in
partial fulfillment of the requirements for the award of the Degree of
Bachelors in Business Management and that the dissertation has not formed
the basis for the award previously of any degree, diploma, associate ship,
fellowship or any other similar title.
Mrs Madhuri Kadam _Dr. R. Gopal _ _Assistant Professor _Director &

HOD _ _ _D.Y.Patil University _ _ _School of Management _ _ _ _ _Place:
Mumbai Date: ACKNOWLEDGEMENT In the first place, I thank the Dr.
D. Y. Patil University, School of Management, Navi Mumbai for giving me
an opportunity to work on this project. I would also like to thank Dr. R.
Gopal (Director & HOD) & Mrs.Madhuri Kadam and Assistant Professor
Dr. D.Y. Patil University School of Management, Navi Mumbai for having
given me her valuable guidance for the project. Without her help it would
have been impossible for me to complete the project.
I would be failing in my duty if I do not acknowledge with a deep sense of

gratitude the sacrifices made by my parents and thus have helped me in
completing the project work successfully. SIGNATURE OF THE
STUDENT PLACE: Mumbai DATE: LIST OF CONTENT SR NO. _
_TOPIC _PAGE NO _ _A _ _LIST OF CONTENT _6 _ _B _ _LIST OF
TABLES _7 _ _C _ _LIST OF FIGURES _8 _ _D _ _LIST OF
ABBREVATIONS _9 _ _ _ _EXECUTIVE SUMMARY _10 _ _1 _
56
_INTRODUCTION _11 _ _2 _ _OBJECTIVE OF THE STUDY _22 _ _
_2.1 _IMPORTANCE & RELEVANCE OF THE STUDY OVERVIEW _24
_ _ _2.2
_SCOPE OF THE STUDY _25 _ _3 _ _LITRETURE REVIEW _27 _ _4 _

_RESEARCH METHOOLOGY _30 _ _ _4.1 _DATA COLLECTION
METHODS _32 _ _ _4.2 _SAMPLING METHODS _33 _ _5 _ _DATA
ANALYSIS AND INTERPRETATION _35 _ _6 _ _CONCLUSION _45 _
_7 _ _FINDING OF THE STUDY _46 _ _8 _ _SUGGESTIONS _47 _ _9 _
_ANNEXURE _48 _ _ _9.1 _QUESTIANNAR _49 _ _ _9.2
_BIBLOGRAPHY _53 _ _ LIST OF TABLES Table No.
_Table explanation _Page Number _ _1 _LISTING AND

SHAREHOLDING _18 _ _2 _AGE _35 _ _3 _GENDER _36 _ _4
_PROFILE _37 _ _5 _USEAGE _38 _ _6 _BANKS _39 _ _7 _BANK
ACCOUNT _40 _ _8 _INTERNET BANKING _41 _ _9 _SBI
APPLICATION _42 _ _10 _SERVICES _43 _ _11 _RATING _44 _ _ LIST
OF FIGURES Figure No. _Figure explanation _Page Number _ _1 _SATE
BANK OF INDIA LOGO _12 _ _2 _STATE BANK OF INDA HQ _14 _
_3 _IMPERIAL BANK OF INDIA LOGO _15 _ _4 _AGE _35 _ _5
_GENDER _36 _ _6 _PROFILE _37 _ _7 _USEAGE _38 _ _8 _BANKS
_39 _ _9 _BANK ACCOUNT _40 _ _10 _INTERNET BANKING _41 _
_11 _SBI APPLICATION _42 _ _12 _SERVICES _43 _ _13 _RATING
_44 _ _ LIST OF ABBREVATIONS Short form _Full form _ _SBI
_STATE BANK OF INDIA _ _ICICI _INDUSTRIAL CREDIT AND
INVESTMENT CORPORATION OF INDIA BANK _ _GOVN
_GOVERNMENT _ _
Executive summary
In this developing worldwide rivalry, the profitability of any business
concern relies on the conduct part of customers.
This point manages the administrations gave by the State Bank of India.
This venture report contains different parts. The reports begin with the
presentation of the organization, its range of operations, its association
structure and posting and shareholdings of the organization. The other part,
procedure received in setting up this report is specified.
It covers the example technique, sorts of information utilized and the

information gathering strategy. Another section manages discoveries;
proposal and conclusion part which is especially vital after examination is
57
made. As we realize that exclusive investigation and conclusion is not the
finish of research, so in the following section the suggestion part is secured
which are made a profundity investigation of the examination part of
postulation.
Chapter 1 Introduction
ABOUT THE COMPANY State Bank of India (SBI) is one of most
celebrated and trusted open area managing an account and monetary
administrations organization in India. It has been administered by
government-claimed organization and having a base camp in Mumbai,
Maharashtra. Starting at 2016-17, it had resources of ?30.72 trillion (US$460
billion) and having more than 14,000 branches, including 191 remote
workplaces spread crosswise over 36 nations, making it the biggest saving
money and budgetary administrations organization in India by resources.
The fortune worldwide 500list has positioned this organization 232nd of the
world's greatest partnerships starting at 2016. The bank follows its parentage
to British Bharat, through the Imperial Bank of Bharat, to the creation, in
1806, of the Bank of Kolkata, making it the most established store budgetary
foundation inside the Indian landmass.
Bank of Madras joined into the inverse 2 "administration banks" in British

Bharat, Bank of Kolkata and Bank of city, to make the Imperial Bank of
Bharat, that progressively turned into the bank of Bharat in 1955.
Government claimed the Imperial Bank of India in 1955, with bank of
Bharat (India's Central Bank) taking a hour stake, and renamed it the bank of
Bharat.
In 2008, the govt. assumed control over the stake control by the bank of
Bharat. HISTORY OF THE COMPANY
The foundations of the store monetary organization of Republic of India lie
the essential decade of the nineteenth century, once the Bank of urban focus,
later renamed the Bank of Bengal, was built up on two Gregorian logbook
month 1806.
The Bank of Bengal was one in everything about Presidency banks, the
inverse 2 being the Bank of city (fused on fifteen Gregorian logbook month
one840) and along these lines the Bank of Madras (joined on 1 Gregorian
timetable month 1843). Every one of the 3 Presidency banks was fused as
joint stock partnerships and was the aftereffects of illustrious sanctions.
58
These 3 banks got the perquisite to issue money until 1861 once, with the
cash Act; the right was seize by the legislature of Republic of India. The
Presidency banks amalgamated on twenty seven January 1921, and in this
way the re-composed saving money element took as its name Imperial Bank
of Republic of India. The Imperial Bank of Republic of India remained a
business entity be that as it may while not Government cooperation.
/ OPERATIONS OF THE COMPANY SBI gives an assortment of saving

money item through its system of branches in Bharat and abroad, together
with item designed for non-occupant Indians (NRIs). SBI has fourteen local
centers and fifty seven Zonal Offices that range unit put at important urban
communities all through Bharat. Domestic presence SBI has 18,354
branches in Asian country. Inside the financial year 2012–13, its income was
?2.005 trillion (US$30 billion), out of that local operations added to ninety
five.35% of income. Additionally, local operations added to eighty
eight.37% of aggregate benefits for steady financial year.
Under the Pradhan Mantri Gregorian schedule month Dhan Yojana of fiscal
incorporation propelled by Government in August 2014, SBI order eleven,
300 camps and opened more than three million records by Gregorian
timetable month, incorporating two.1 million records in rustic regions and
zero.88 million records in urban regions.
INTERNATIONAL PRESENCE Starting at 2014–15, the bank had 191

abroad workplaces touch thirty six nations having the most essential
nearness in remote markets among Indian banks. it's branches in Singapore,
Moscow, Colombo, Dhaka, Frankfurt, Hong Kong, Tehran, city, London, la,
Male inside the Maldives, Muscat, Dubai, New York, Osaka, Sydney, and
Tokyo. It's seaward keeping money units inside the state and Bahrain, and
agent workplaces in Burma, Asian nation and urban focus.
SBI has seven retail keeping money branches in Singapore Associate banks
SBI now has one partner bank, down from the eight that it initially gained in
1959. All utilization the State Bank of India logo, which is a blue circle, and
all utilization the "State Bank of" name, trailed by the territorial base camp's
name: • State Bank of Patiala (established 1917) • State Bank of Mysore
(established 1913) • State Bank of Bikaner and Jaipur (established 1963) •
State Bank of Hyderabad (established 1941) • State Bank of Travancore
(established 1945) • Bharatiya Mahila Bank (founded 2013) The banks
which are combined are: • State Bank of Saurashtra (combined 2008) • State
59
Bank of Indore (combined 2010) Non-banking subsidiaries Aside from its 5
relate banks, SBI furthermore has the resulting non-keeping money backups:
SBI Capital Markets Ltd SBI Funds Management Pvt Ltd SBI Factors and
business Services Pvt Ltd SBI Cards and Payments Services Pvt. Ltd.
(SBICPSL) SBI DFHI Ltd SBI life confirmation Company limited SBI
General Insurance In March 2001, SBI (with seventy four of the entire
capital), joined with BNP Paribas (with twenty 6th of the staying capital), to
make a wander life confirmation organization named SBI life affirmation
organization Ltd. In 2004, SBI DFHI (Discount and Finance House of India)
was bolstered with its base camp in urban focus.
Listings and shareholding 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% _
_ Employees SBI is one in all the most imperative businesses inside the
nation having 222,033 staff as on thirty one March 2014, out of that there
have been forty five,132 female staff (20%) and a couple of,610 (1%) staff
with inabilities.
On a comparative date, SBI had 42,744 Schedule Caste (19%) and

seventeen,243 Schedule Tribe (8%) staff. the extent of Officers, Assistants
and Sub-staff was one year, forty 6th and eighteen severally on a
comparative date Hiring drive: one,776 Assistants and one,394 Officers
joined the Bank in FY 2013-14, for development of the branch organize and
to moderate specialists deficiency, quite at country and semi-urban branches.
Laborers efficiency: according to its Annual Report for FY 2013-14, each

specialist contributed profit of expert 485,000. Recruitment SBI has been
giving its administrations in Bharat in show of the most imperative
managing an account achievement specialist. Bank work searchers perceive
this bank in show of the most critical enrollment specialist of temporary
officers and extraordinary officers when contrasted with option banks in
Bharat.
In 2016, Google look slants conjointly showed that SBI occupations are one
60
in everything about chief sought catchphrase when contrasted with option
banks. Recent awards and recognitions SBI was progressive on the grounds
that the prime bank in Republic of India bolstered level one capital by The
Banker magazine in an exceptionally 2014 positioning. SBI was progressive
232nd inside the Fortune worldwide five hundred rankings of the world's
greatest firms for the year 2016.
SBI was named the twenty ninth most gathered organizations inside the
world with regards to Forbes 2009 rankings. SBI was fiftieth most beyond
any doubt entire in Republic of India according to the entire Trust Report
2013, Associate in Nursing yearly review directed by Trust investigation
consultative, an entire examination organization and a short time later, inside
the entire Trust Report 2014, SBI completed as Republic of India's
nineteenth Most beyond any doubt entire in India.
Major competitors A portion of the chief contenders for SBI inside the
saving money segment range unit monster individual division banks ICICI
Bank, HDFC Bank, Axis Bank, IndusInd Bank, minimal provincial banks
and distinctive open part banks Kanara Bank, Bank of India and Bank of
geological region. Nonetheless, as far as normal piece of the pie, SBI is out
and away the most critical player inside the market.
Mergers •The five partner banks especially bank of Bikaner and Jaipur, bank
of Hyderabad, bank of Mysore, bank of Patiala and bank of Travancore
•Bharatiya mahila bamk are set to fuse with bank of bharat with effect from
first Apr, 2017 Chapter 2 Objective of the Study
OBJECTIVES OF THE STUDY To contemplate and examine the

administrations gave by State Bank of India To comprehend the level of
relationship over the different segments of client administrations by the State
Bank of India.
To ponder and assess the client fulfilled by the administrations gave by State
Bank of India over the review time frame. SIGNIFICANCE AND
RELEVANCE OF THE STUDY OVERVIEW The review depends on the
theme "Buyer Behavior ABOUT THE SERVICES PROVIDED BY STATE
BANK OF INDIA IN NAVI MUMBAI".I have pick this point since State
Bank of India is a standout amongst the most celebrated and all around
trusted Bank everywhere throughout the India.
61
The bank is positioned as first in broad daylight segment bank. SBI is the
most trusted and favored name. SBI is one of the biggest bosses in India and
has 14 provincial center points and 57 zonal workplaces. In India, SBI has
15,869 branches with 51, 491 ATMs – including partner banks.
The 25,000th SBI ATM was initiated on thirty first March, 2011 by the then
Chairman of keeping money organization of Bharat Shri O.P. Bhatt on the
grounds that it was the day of his retirement. Indeed, even in the wake of
confronting solid rivalry from a few multinational banks, SBI is the main
Indian financier.
Additionally, the bank has the biggest yearly aggregate resources and
turnover. SCOPE OF THE STUDY This exploration is led to concentrate
the customer conduct towards the administrations gave by State Bank of
India in Navi Mumbai. In this venture report the scientist investigations the
administrations gave by State Bank of India.
The scientist likewise evaluates the level of relationship over the different
parts of client administrations by the State Bank of India. After examinations
and surveying the analyst assesses the client fulfilled by the administrations
gave by State Bank of India over the review time frame. Over the span of
research, certain inadequacy have been watched like as State Bank of India
has it nearness the country over, the intended interest group from whom the
information has been gotten gives a constrained point of view of the
examination when seen for the country all in all.
Chapter 3 LITERATURE REVIEW

LITERATURE REVIEW 1.SBI examination Department in 2000, through
its paper "Execution investigation of twenty seven Public division banks"
written in SBI month to month survey execution, was set up by Economic
examination Department of establishment organization of Asian country,
and is to examination the Performance of the twenty seven Public Sector
Banks for the year 1999-2000 opposite the former year.
Choosing four totally extraordinary classes of markers Business

Performance, Efficiency, Vulnerability and work profitability pointers,
circulated the investigation. Through and through, 39 markers were choosing
for this reason. For the point of study, twenty seven PSBs disaggregated into
four gatherings, to be specific, the SBI, ABs , the SBGs , and in this way the
NBs.
62
All through 1999-2000, the PSBs displayed higher show as far as the
numerous parameters considered on high of. However, the issues of NPAs
and capital sufficiency keep to be dealt with. Analysts all through this paper
opinioned that bigger operational adaptability and deliberate self-governance
must be constrained to be to PSBs quite to reinforce their Capital base.
Assist, they felt that since web intrigue edge will at present remain
compacted in an exceedingly plenteous deregulated rate of intrigue
administration, variation result would need to be constrained to be made to
alleviate this through era of non-intrigue pick up. As approach as NPAs
territory unit concerned, they trust' that, the superannuated laws and laws
that make obstruction to banks in getting back their contribution must be
constrained to be fitly revised. 2.Nair KNC (2006)in his paper 'Saving
money and Technology to fulfill twenty first Century challenges',
unconcealed in Bank web Asian nation, has talks about the long-standing
time . Difficulties of innovation in keeping money.
The creator together recommends yet IT have a splendid future in provincial

managing an account, however is dismissed thus of it’s customarily
pondered unviable inside the horticultural area. A successful bank has to be
deft and sufficiently coordinated to answer to the new market worldview and
insufficiently predominant dangers.
Development is that the key extending the managing an account

administrations to the undiscovered huge potential at extremely shabby of
the pyramid. 3. Navdeep Aggarwal and Mohit Gupta (2003)- This review
fundamentally discovers the primary measurements and sub measurements
of administration quality. Casual organized meetings ar directed with branch
supervisors and academicians to detail a managing an account benefit
quality model.
The review seen that administration time and private collaborations ar

essential along the edge of climate for administration quality. 4. Debashis
and Mishra (2005)- The review investigated and measured customer
fulfillment in branch administrations gave by nationalized banks in Bharat.
1200 clients got polls and it totally was seen that motorization, precision in
exchanges, edge of specialists and accommodation of laborers affected
customer fulfillment.
63
Minimum vitalissue was advancement of the item and various plans. 5.
Mushtaq M Bhat (2005)- This review discovers benefit quality parameters in
bank through SERVQUAL and impact of statistic factors . The review was
confined to SBI bank exclusively. Test size was 800 and think about
observed that outside banks ar higher than Indian banks.
SBI was observed to be relatively poor on responsibleness and

responsiveness. 6. Kumar (2006) concentrated the bank nationalization in
Bharat denoted an outlook change inside the concentration of managing an
account since it was intended to move the fundamental focus from
classification saving money to mass keeping money.
Universally conjointly endeavors ar being made to survey causes money|of

monetary|of economic} incorporation and arranging approaches to ensure
budgetary consideration of the poor denied. The banks conjointly got the
opportunity to outline their business approaches to incorporate particular
arrangements to push cash consideration of low monetary profit group
treating it each a business chance still as an organization social duties. cash
incorporation will develop as business productive business 7.
P K Gupta (2008)- Objective of this review was to look out the conduct of
customers with connection to web keeping money opposite standard
managing an account. The review seen that web managing an account was
observed to be less demanding and speedier than standard keeping money
and trust, precision and secrecy were the premier crucial elements here.
Chapter 4 RESEARCH METHODOLOGY RESEARCH
METHODOLOGY Look into technique might be because of reliably fathom
the investigation issues.
It ought to be seen as an art of discovering however investigation is done

deductively. In it we tend to territory unit discovering his investigation
issues in conjunction with the rationale behind them. it's vital the researcher
to comprehend not exclusively the investigation procedure systems however
conjointly the technique.
Types of analysis It is expressive sort of investigation. Unmistakable

investigation overview and truth discovering request of different kind. the
first reason for expressive examination is distinct the state if undertakings,
since it exist at the present. The fundamental control over the variable; he
can just report what this to find the notwithstanding when there he can't the
64
variable.
The techniques needs to analysts used in expressive research are study

strategies for all kind. Information Source The supply of venture relies on
upon right information. That is the reason information gathering the
appropriate learning, which differs obvious in setting money, cost, time and
option assets at the transfer man of science. There are two sorts of
information gathering techniques accessible:- 1) Primary Data Collection
Method. 2) Secondary Data Collection Method. 1.
Primary Data Collection Method Essential information are those that are get
by the client for satisfaction their motivation. The specialist has taken
essential information through individual visit to bank directors, and bank
officials of state bank of India. All levels of administration have been drawn
nearer to get dependable data.
The researcher has conjointly gathered essential data by stuffed, positive OR

NO organization frame by the buyers of keeping money organization of
Asian country et al. as well. This data helped inside the support of the
announcement that has made amid this venture. 2. Secondary data Collection
Method. The Secondary data is that that is now gathered and hangs on or we
can state effectively spared or arranged data by others.
The researcher got optional data from their diaries, records, example of
examination sort and so forth. What's more, from daily paper magazines,
articles, web and so on. The researcher got essential data of ability
administration .The researcher gather auxiliary data by alluding some
example of organization and by alluding a few books and web locales of
organization from web.
SAMPLING TECHNIQUES RANDOM SAMPLING SAMPLING SIZE 80

PEOPLE SAMPLING INSTRUMENT QUESTIONNAIRE Chapter 5
DATA ANALYSIS AND INTERPRETATION Q.1 Age group: Age group
_percentage _ _15-25 _96.3 _ _25-35 _1.2 _ _35-45 _1.2 _ _45 or above
_1.2 _ _ / The serve was conducted with sample size of 80 people and
maximum age group was between 15-25. Q.2
GENDER GENDER _PERCENTAGE _ _MALE _55 _ _FEMALE _45 _

_ / The target people consist of 55% male & 45% female. Q.3 YOUR
PROFILE PROFILE _PERCENTAGE _ _STUDENT _92.5 _ _HOME
65
MAKER _0 _ _SERVICE _3.7 _ _BUSINESSMEN _3.7 _ _RETIRED _0 _
_ / the maximum responded were students at the percentage of 92.5 % and
rest of the crowd were around 3.7% for both service and businessmen. Q.4
HOW OFTEN DO YOU USE BANKING SERVICES USEAGE
_PERCENTAGE _ _DAILY _23.8
_ _WEEKLY _25 _ _MONTHLY _32.5 _ _QUATERLY _16.2 _ _ / 32.5 %

of the total uses bank services monthly and 23.8% uses daily and 25% on
weekly basis. Q.5WHICH ONE IS BETTER? BANKS _PERCENTAGE _
_HDFC _17.5 _ _ICICI _15 _ _SBI _57.5 _ _CITI BANK _10 _ _ / SBI is
one of the most trusted and used bank among sample people followed by
HDFC then ICICI and CITI bank as last. Q.6DO YOU HAVE A BANK
ACCOUNT ANSWER _PERCENTAGE _ _YES _88.8 _ _NO _11.2 _ _ /
88.8% of people have bank A/C. Q.7DO YOU USE INTERNET BANKING
ANSWER _PERCENTAGE _ _YES _72.5 _ _NO _27.5 _ _ / 72.5% of
people use internet banking and find useful. Q.8DOES YOU FIND SBI
APPLICATION USEFUL ANSWER _PERCENTAGE _ _YES _46.3 _
_NO _15 _ _MAYBE _38.7 _ _ / 46.3% of people think SBI APP are useful
whereas 38.7
are not sure about it, 15% of people doesn’t find useful. Q.9 DOES
PROPER SERVICE IS GIVEN BY SBI BANK ANSWER
_PERCENTAGE _ _YES _47.5 _ _NO _20 _ _MAYBE _31.3 _ _ / 47.5%
of people are satisfied by the services whereas 31.3% are not sure and 20%
are unsatisfied Q.10 RATE STATE BANK OF INDIA SERVICES
RATING SCALE _PERCENTAGE _ _1 _10 _ _2 _6.3 _ _3 _33.8 _ _4
_32.5 _ _5 _17.5 _ _ / 33.8% of people rate SBI services as 3, whereas
32.5% rate 4, 17.5% of people rate 5 and 10% of people rate 1, 6.3% of
people rate 2.
Chapter 6 Conclusion
CONCLUSION The review closes to be important to SBI as it depends on
the supposition of clients. It is valuable for Public segment banks likewise in
figuring their strategies in regards to dispatch of new saving money item,
keeping in mind the end goal to achieve the level of accomplishment
accomplished by banks.
It additionally call attention to explanations behind disappointment among

bank clients and give important answer for their issues. The review led will
help the Public Sector Banks in tending to the promoting issues and troubles
66
confronted by this bank while showcasing their administrations to clients.
The review likewise helps in taking care of the issues confronted by the
clients and the powerful execution of promoting procedures of Public area
banks.
FINDING OF THE STUDY • SBI conjointly one among the gainful open
area banks in India. The bank has spearheaded a few administrations
beginning time in India. SBI was the essential to supply an item known as
one read by that client's territory unit ready to peruse their records in six
depends on one page on their site. SBI Bank conjointly the pioneer, in
presenting an item known as web safe that makes on-line seeking on web
abuse accusation account credit making it more secure.
• State Bank of India is biggest open segment bank in India; as of late it's no
inheritable the position of general bank. Widespread manage an account
with serious system of branches that offer numerous different financial
administrations and zone unit chiefly occupied with modern saving money,
venture keeping money, securities and even protection. • Bank of India
offers imaginative administrations to clients.
• State Bank of India has faith in innovative up degree in circulation of its

administrations. SUGGESTIONS •The workers of SBI bank must be
obliging and affable. •The banks required employing right of people, with
satisfactory information of keeping money especially at banks choice
focuses. •Training programs should be concocted for all representatives and
in addition focus and workers of Direct Sales Associates or Associates of
those banks.
•Additional significance should tend to overhaul item information and

relational abilities in such honing programs. • There's a necessity for
managing an account workers to claim drilling inside the regions of
innovation and intelligent abilities. The offering staff tip top by direct deals
partners of SBI should be extra qualified, as far as training, item
information, relational abilities and so forth.
Chapter 7 Annexure Questionnaire Q.1 AGE GROUP 15-25 25-35 35-45 45

OR ABOVE Q.2 GENDER MALE FEMALE Q.3 YOU’RE PROFILE?
STUDENT HOME MAKER SERVICE BUSINESSMEN RETIRED Q.4
HOW OFTEN DO YOU USE BANKING SERVICES? DAILY WEEKLY
MONTHLY QUARTERLY Q.5 WHICH ONE IS BETTER? HDFC ICICI
67
SBI CITI BANK Q.6 DO YOU HAVE A BANK ACCOUNT? YES NO Q.7
RATE STATE BANK OF INDIA SERVICES? 1 2 3 4 5 Q.8
DO YOU USE INTERNET BANKING? YES NO Q.9 DOES YOU FIND

SBI APPLICATION USEFUL? YES NO Q.10 DOES PROPER SERVICE
IS GIVEN BY SBI BANK? YES NO Bibliography www.sbi.co.in
www.wikipedia.org www.banksifsccode.com www.bankbazaar.com
www.economictimes.indiatimes.com www.sbicard.com
www.moneycontrol.com www.facebook.com/StateBankOfIndia The banker
Banking Frontiers Global Finance / /
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71

Consumer Behaviour On State Bank of India

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Consumer Behaviour On State Bank of India

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A STUDY OF CONSUMER BEHAVIOR

TOWARDS SERVICE PROVIDED BY STATE BANK OF

D.Y. Patil University School of Management

D.Y. Patil University School of Management

I hereby declare that the dissertation CONSUMER BEHAVIOUR IN LUXURY

University School of Management is my original work and the dissertation

SIGNATURE OF THE STUDENT

Mrs Madhuri Kadam Dr. R. Gopal

I would be failing in my duty if I do not acknowledge with a deep sense of

SIGNATURE OF THE STUDENT

1 LISTING AND SHAREHOLDING 18

1 SATE BANK OF INDIA LOGO 12

2 STATE BANK OF INDA HQ 14

3 IMPERIAL BANK OF INDIA LOGO 15

Short form Full form

SBI STATE BANK OF INDIA

ICICI INDUSTRIAL CREDIT AND INVESTMENT

In this developing worldwide rivalry, the profitability of any business

As we realize that exclusive investigation and conclusion is not the finish of

SBI gives an assortment of saving money item through its system of

SBI has seven retail keeping money branches in Singapore

• State Bank of Patiala (established 1917)

• State Bank of Mysore (established 1913)

• State Bank of Bikaner and Jaipur (established 1963)

• State Bank of Hyderabad (established 1941)

• State Bank of Travancore (established 1945)

• Bharatiya Mahila Bank (founded 2013)

• State Bank of Saurashtra (combined 2008)

• State Bank of Indore (combined 2010)

 SBI Capital Markets Ltd

Promoters: Government of India 58.60%

Banks & Insurance Companies 16.79%

Mutual Funds & UTI 03.78%

Private Corporate Bodies 02.87%

 To study and understand the core structure of State Bank of India.

The review depends on the theme "Buyer Behavior ABOUT THE

This exploration is led to concentrate the customer conduct towards the

In this venture report the scientist investigations the administrations gave by

1.SBI examination Department in 2000, through its paper

2.Nair KNC (2006)in his paper 'Saving money and Technology to

3. Navdeep Aggarwal and Mohit Gupta (2003)- This review

4. Debashis and Mishra (2005)- The review investigated and

5. Mushtaq M Bhat (2005)- This review discovers benefit quality

6. Kumar (2006) concentrated the bank nationalization in Bharat

Look into technique might be because of reliably fathom the investigation

It is expressive sort of investigation. Unmistakable investigation overview

There are two sorts of information gathering techniques accessible:-

1) Primary Data Collection Method.

2) Secondary Data Collection Method.

2. Secondary data Collection Method.

DATA ANALYSIS AND INTERPRETATION

Age group percentage

The serve was conducted with sample size of 80 people and

The target people consist of 55% male & 45% female.

the maximum responded were students at the percentage of

88.8% of people have bank A/C.

72.5% of people use internet banking and find useful.

47.5% of people are satisfied by the services whereas 31.3%

33.8% of people rate SBI services as 3, whereas 32.5% rate 4,

The review closes to be important to SBI as it depends on the supposition of

• Bank of India offers imaginative administrations to clients.

• State Bank of India has faith in innovative up degree in circulation of its

Q.3 YOU’RE PROFILE?