Part -1

INTRODUCTION TO THE ORGANISATION

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1.1 COMPANY PROFILE

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State Bank Of India is an India multinational, Public Sector banking
and financial services company. SBI is one of india’ s major banks and is
an industry leader in terms of size, business sector promotion and
initiative for progress and economic enhancement of the Indian economy.
SBI is entering into many new businesses with strategic tie ups-Pension
Funds, General Insurance, Custodial Services private equity, mobile
banking, point of sale merchant acquisition, advisory services, organized
items and so on – every one of these activities having a massive
potential for development. SBI is moving forward with forefront
innovation and imaginative new saving money models, to strengthen its
presence and widen its client base. The bouquet of services provided by
SBI includes personal banking, SME, Government Business and
Domestic Treasury. SBI is a universally acknowledged regional banking
giant and has 20% market share in deposites and loans among Indian
commercial banks.
As on 31.03.2015 revenve earned by SBI was Rs. 2.573 trillion and Net
Income was Rs. 175.2 billion. By the end of December 2013, SBI had
assets worth US$388 billon and 17,000 branches, including 190 foreign
offices, making it the largest banking and financial services company in
india by assest. SBI has acquired local banks as part of rescue efforts.
Bank of Bihar was acquired in 1969 along with its 28 branches.
Krishnaram Baldeo bank was acquired in 1985 along with its 120
branches. SBI share is listed in NSE stock market by the symbol of SBIN
Study the company management, company profile, ownership, board of
directors and Organization Structure of SBI

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 COMPANY PROFILE OF SBI, NSE,
INDIA
Date of Incorporation :- 31-Dec-1955

Date of Listing :- 03-Nov-1994

Management
Rajnish Kumar :- Chairman

Sanjiv Malhotra :- Director

Basant Seth :- Director

Bhaskar Pramanik :- Director

Rajiv Kumar :- Director

Pravin Hari Kutumbe :- Director

Rajnish Kumar :- Managing Director

P K Gupta :- Managing Director

Dinesh Kumar Khara :- Managing Director

Chandan Sinha :- Nominee Director

Pushpendra Rai :- Nominee Director

Girish K Ahuja :- Nominee Director

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Registered Office Address

State Bank Bhavan ,Corporate Centre, Madame Cama Road , Nariman

Point,400021,Mumbai,Maharashtra,India

Website
http://ww.sbi.co.in

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1.2 INTRODUCTION OF THE BANKING INDUSTRY

Nationalized banks such as State Bank Of India (SBI), though pygmies in

the international banking market, are banking behemoths of India. They
have branches spread over the entire length and breadth of the country.
SBI in particular is all-pervasive enjoying a sprawling network of 9000
branches. Its blue and white shingle is visible to the smallest hamlet. It has
assets understood to be worth about Rs2, 22,500 crore (S52 billion). SBI
has a very conservative approach to accounting particularly when it comes
to declaration of its assets. Probably modesty does not permit the bank to
exhibit its strengths. In particular, it has real estate properties some of
which are heritage sites all over the country. These are estimated to
collectively command a value of Rs.30,000 crores. This, it is believed,
does not get reflected in its book of accounts.

SBI enjoys a monopoly of the government business. The Reserve Bank of

India owns about 60% of the bank's equity. To its credit, SBI mobilized
$4.2 billion through the Resurgent India Bonds (RIB) issue in just 3
months down the post-Pokhran sanction period. This was the difficult
time when the international credit rating agencies had downgraded the
country. SBI, time and again, does a rescue act in the forex market to
contain any volatility of the rupee.

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SBI was formed under the SBI Act in 1955 with the takeover of Imperial
Bank and amalgamation of Bank of Bengal, Bank of Bombay, and Bank of
Madras. The government mopped up around 93% of the equity, leaving
7% to private ownership. By this act the equity of RBI cannot be diluted
below 55%.

SBI enjoys a pool of best managerial talent, assured government

business, a countrywide network of branches and strong brand credibility
in the Indian market.

But, that numero Uno position is sliding with the entry of sleeker private
and foreign banks into the Indian Banking scene. The bank is
continuously restructuring itself and for this, they even hire the services of
foreign consultants but the pace has to be hastened.

With the government offering an assured business, nationalized banks and

State Bank of India in particular should not takea complacent view. They
should evolve service-intensive products and make their employees
customer-friendly. With competition from private and foreign banks
knocking at the door, the banks should realize, size is no more an
insurance against the onslaught of competition from sleek private and
foreign banks. A revolutionary approach to privatizeownership is the need
of the hour.
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Virtual Banking:
SBI has yet to computerize its operations and network all its branches. The
computers currently available serve only to relieve the burden of the
clerical staff of maintaining manual ledgers and not to penetrate into areas
of customer service. ATMs, Anytime-Anywhere, round the clock and
telephone banking is still a far cry. These computers at the best remain
only as desk ornaments. With the New Telecom Policy (NTP) almost in
place, telecom sector will soon be revolutionized. E-commerce, telephone
banking, consumer banking, Internet banking, insurance et al are waiting
just around the corner. At least in major metros, virtual banking will soon
take-over from the brick-mortar banks.

Privatization and Credit disbursement:

Talks about privatization of the bank's ownership have been initiated but
the SBl act of 1955 does not permit RBI's ownership to be diluted to below
55%. This act is outdated and needs to be re-addressed. However, efforts
have been initiated by SBI to privatize its non – banking subsidiaries like
SBI Caps, SBI Gilts, SBI Funds Management, where SBI's holding is
about 85% of the equity. But the pace has to be hastened so that
investments thus released can migrate
to more important areas like development of new technologies and
products in customer service and service intensive areas. Privatization
also helps to professionalize the banks' day-to-day operation, which will
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allow the management more freedom in decision making during credit
disbursement.

To aid privatization and effect a better price realization, the bank is

attempting to change – over its accounting and reporting procedures to
comply with US-GAAP norms. This is a prerequisite for trying out the
ADR route, as it is known that US market is by far the undisputed biggest
market and can offer the best price. At the moment, the SBI stock is
undervalued at Rs.240 whereas experts expect Rs.300 would bea more
realistic value. Action on this front at blitzkrieg pace is the need of the
hour.

Manpower Retraining and not Retrenchment:

As a hangover of the past socialistic mindset, all the nationalized banks

have excess workforce. This is indeed a hot potato for the management of
many enterprises and is therefore being handled with kid gloves. In
India, it is everyone's worry to look at business as a source of
employment, while making money is secondary. In this occan of
manpower, every institution does have its share of highly skilled and
talented manpower, which contribute to asset building. It is the semi
skilled manpower having outdated skills, which form the excess baggage.
All banks must invest in re-training the manpower so that they can
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migrate from the areas that will be vacated by computerization. The level
of Non-Performing-Assets (NPAs) is still at very high levels and to start
with, some of this excess manpower can cover areas of debt recovery.

At the same time, one should also take note of the flight of talent from
these nationalized banks to newly set-up private and foreign banks. And,
it is these new banks' top officials after migrating from the government
banks are targeting at the top corporate clients and thus poaching into the
corporate business, which has been the mainstay of the nationalized
banks. This will soon become a problem of serious proportion unless the
banks initiate steps to stem the flow. It is difficult, to exclusively address
the problem of excess manpower by schemes such as voluntary
retrenchment scheme (VRS) because while attempting to remove dead
wood, talent also takes an exit. Many industries have faced this problem.
Also it will be over simplicity to state that the salaries should be raised
because that will only start a wage war. Instead, the banks should involve
the services of international consultants specialized in this field and take a
holistic view of the problem. Retraining and Rationalization of manpower
commands higher priority over Retrenchment of manpower.

New Products and New technologies:

Nationalized banks have generally been preoccupied with treasury

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business. The new product areas that require greater penetration are
personal banking, housing finance, consumer durable finance, auto-
finance, internet banking, insurance, telephone banking et al.
Development of these new areas call for heavy investments and this cash -
flow can only generated by privatization. In addition, surplus manpower
once retrained can be absorbed in the new ventures.

All nationalized banks and SBI in particular has the advantage of vast
network of branches and can therefore carry the new business to the
remotest corner, but to make this presence felt the banks have to move at
blitzkrieg pace.

The bottom line is that, even when all political parties are committed to
privatization, somehow there is no exhibition of pace. It is time to be
taken in by a revolution called "Privatization of Ownership".

TECHNOLOGY UPGRADATION

SBI's Information Technology Programme aimns at achieving efficiency

in operations, meeting customer and market expectations and facing
competition. SBI achievements are summarized below:

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FULL BRANCH COMPUTERISATION (FCBs): All the branches of
the Bank are now fully computerized. This strategy has contributed to
Improvement in customer service.

ATM SERVICES: There are 5290 ATMs on the ATM Network. These
ATMs are located in 1721 centers spread across the length and breadth of
the country, thereby creating a truly national network of ATMs with an
unparalleled reach. Value added services like ATM locator, payment of
fees for college students, multilingual screens, voice over and drawl of
cash advance by SBI credit card holders have been introduced.

INTERNET BANKING (INB): This on-line channel enables customers

to access their account information and initiate transactions on a 24x7,
boundary less basis. 2225 branches, covering 555 centers are extending
INB service to their customers. All functionalities other than Cash and
Clearing have been extended to individual retail customers. A separate
Internet Banking Module for Corporate customers has been launched and
available at 1305 branches. Bulk upload of data for Corporate, Inter-
branch funds transfer for Retail customers, Online payment of Customs
duty and Govt. tax, Electronic Bill Payment, SMS Alerts, E-Poll, IIT
GATE Fee Collection, Off-line Customer Registration Process and
Railway Ticket Booking are the new features deployed.

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GOVT. BUSINESS: Software has been developed and rolled out at 7785
fully computerized branches. Electronic generation of all reports for
reporting, settlement and reconciliation of Govt. funds is available.

STEPS: Under STEPS, the bank's electronic funds transfer system, the
Products offered are eTransfer (eT), realization (eR), debit (CMP) and
ATM reconciliation. STEPS handle payment messages and reconciliation
simultaneously.

SEFT: SBI has launched the Special Electronic Fund Transfer (SEFT)
Scheme of RBI, to facilitate efficient and expeditious Inter-bank transfer
of funds. 241 branches of our Bank in various LHO Centres are
participating in the scheme. Security of message transmission has been
enhanced.

MICR Centre: MICR Cheque Processing systems are operational at 16

centre viz. Mumbai, New Delhi, Chennai, Kolkata, Vadodara, Surat,
Patna, Jabalpur, Gwalior, Jodhpur, Trichur, Calicut, Nasik, Raipur,
Bhubaneswar and Dehradun.

Core Banking: The Core Banking Solution provides the state of the art
anywhere anytime banking for our customers. The facility is available at
1012 branches.
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Trade Finance: The solution has been implemented, providing efficiency
in handling Trade Finance transactions with Internet access to customers
and greatly enhances the bank's services to Corporate and Commercial
Network branches. This new Trade Finance solution, EXIMBILLS, will
be implemented at all domestic branches as well as at Foreign offices
engaged in trade finance business during the year.

WAN: The bank has set up a Wide Area Network, known as SBI connect,
which provides connectivity to 4819 branches/offices of SBI Group across
385 cities as at 3 1st March 2008. This network provides across the board
benefits by providing nationwide connectivity for its business
connectivity to 4819 branches/offices of SBI Group 385 cities as at 31 st
March 2008 . This network provides across the benefits by providing
nationwide connectivity for its business applications.

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State Bank Of India (SBI Bank) History

The State Bank Of India (SBI Bank) was established in 1806, in Kolkata.
Three years after that, it acquired its charter and was redesigned as
bank of Bengal in 1809. It was the very first joint-stock bank of india,
which the Bengal Government sponsored.A part from Bank of Bengal,
the bank of madras and the bank of Bombay was also part of this joint
stock and remained at the centre of the modern banking.
Initially, all three banks were anglo-Indian creations and they came into
play due to the following three reasons-
 Lack of modernization of the Indian economy due to several
arbitrary reasons
 Local European commerce needs and requirements
 Compulsions imperial finance

The transformation or evolution of the State Bank Of India came about

due to the ideas adopted from the same movements happening in
England and Europe. Another reasons that Contributed to this evolution
was the changes and modifications in the local trading environment,
along with india’s economic relationships with that of Europe and the
global economic structure.

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The current position of the State Bank Of India
(SBI Bank)

The state Bank Of India is a giant in its own right, and there are several
reasons that contribute to that. It is the oldest bank in the country
currently if you go by the size of its balance sheet.
Additionally, its market capitalization, hundreds of bank branches and
the number of profits are helping it give stiff competition to other private
sector banks in the country.
Presently, the bank is getting into a couple of new business with strategic
tie-ups, which have quite a large growth potential. Some of these tie-ups
are general Insurance, pension funds, private equity, custodial services,
mobile banking, structured products, advisory services, and point of sale
merchant acquisition etc.
Additionally, it is concentrating on wholesale banking capacities and the
top end of the market, in order to offer india’s corporate sector with
numerous services and products.
Gaining entry in the fields of derivative instruments and structured
products along with the consolidation of the global treasury operations is
also somethings they are focusing on now.
As of now, the state bank of india is the biggest arranger responsible for
external commercial borrowings in the country and is the biggest
provider of infrastructure debt. In addition, it is the sole Indian bank to be
a part of the fortune 500 list.
Apart from banking, State Bank Of India was also associated with non-
profit ventures since 1973, such as community services banking. In such
cases, administrative offices and branches all over the country sponsor
and take part in a huge number of social causes and welfare activities.
Additionally, they had also launched three digital banking facilities, in
order to make financial transaction an easier affair for their customers.

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Two of the digital banking facilities specialize in providing their services
at the customers’ doorstep by utilizing the methods of TAB banking
(One for housing loan applicants and the other for customers looking to
open a savings account).
The third banking facility specializes in the KYC process (Know Your
Customer). The other services, which are offered by the state bank of india,
are the following-
 Personal Banking

 Rural/ Agriculture

 Small and Medium Enterprise (SME)

 Domestic Treasury

 NRI Services

 International banking

 Corporate Banking

 Government Business

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LOAN PROCESS

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Organisational Structure of SBI

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1.3 Objective Of Study

 To learn the functioning of an financial institution.

 Customer satisfaction with the service provided by the bank.

 Learn the regulations related to lending policies of the firm

 Learn to work in the various divisions of the bank/institution.

 Learn to work with bank customers and explain the account

options available at the bank .

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1.4 Literature Review
 Suoranta and Mattila indicated that mobile banking is among
the most recent financial channel today. Several authors have further
identified the benefits of mobile banking in terms of ubiquity
coverage, flexibility, interactivity, and with greater accessibility
compared to conventional banking channels such as Automated
Teller Machine (ATM), and non-mobile banking (Sim, G.W.H.,
K.B., & V.H., 2011).

 In the UK, mobile banking is considered to be one of the

most value-added and important mobile services available (Kelly,
2003). However, the adoption rate is yet to be determined. The study
examined both innovative attributes and customers perceived risk in
order to understand customers behavior and motivation toward this
innovation. The findings were found to be helpful to the bankers.

 A Study conducted by Uppal R.K. (Uppal, Feb. 2008) studies

the extent of mobile banking in Indian anking industry during 2000-
2007. The study concludes that among all e-channels, ATM is the
most effective whbile mobile banking does not hold a strong
position in public and old private sector but in new private sector
banks and foreign banks m-banking is good enough with nearly 50
pc average branches providing m-banking services. M- banking
customers are also the highest in e-banks which have positive impact
on net profits and business per employee of these banks. Among all,
foreign banks are on the top position followed by new private sector
banks in providing m-banking services and their efficiency is also
much higher as compared to other groups. The study also suggests
some strategies to improve m banking services.

 A study conducted by Tiwari B. and Herstatt (2006) examine

the installation of mobile banking and mobile financial services.
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provided in Germany and other countries. 50 banks worldwide have
been selected, half of them from Germany during May/June, 2005.
From Indian banks, Bank of Punjab, HDFC, ICIC are dominating,
providing mobile-financial services to their customers. The study
explains different ways/methods to provide mobile- services that
contain technical part with some case studies.

 According to Mishra A. K. (Mishra, 2004)1 examined the

reasons for the satisfaction of the customers with

 the services rendered by the Urban Cooperative Banks. The

author described that, urban cooperative banks are operating in a
more competitive environment and therefore, the need to take care
of customer requirements has become more important. The branches
of UCBs must cater to the betterment of the customers. They should
also improvise on their own image, customer satisfaction and their
profits. The time norms for specific business transactions should be
displayed prominently in the banking hall so that it attracts the
customers attention. In the ultimate analysis, what is necessary for
improving customer services is the active participation of employees
at all levels in the bank functions. The author also raised some points
which can be a plus point for UCBs to impress & attract their
customers. These points are: effective board of management,
efficient employees/staff, cordial personalised services, proper
guidance, provision of loan facilities, good systems, computer
systems, prompt services, good work culture, convenient timings,
proper clearing services for outstation cheques and demand drafts,
split hour facilities, Sunday working day, discounting facilities for
outstation cheques, and good location of the bank.

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1.5 HYPOTHESIS
Ho: The association of respondent with bank is dependent on his
satisfaction level of from bank services.

H1: The association of respondent with bank is independent on his

satisfaction level of from bank services

Chi- Square Tests

Value Df Asymp. Sig. (2-Sided)

Pearson Chi-Square 46.303a 20 .001

Likelihood Ratio 41.553 20 .003

Linear-by-Linear 2.044 1 .153

Association

150
Nof Valid Cases

a. 19 cells (63.3%) have expected count less than 5. The minimum

expected count is .09. Here the significance value of chi-square test is
0.01 which is less than 0.05. So Null hypothesis is rejected. It means
that the association of respondent with bank is independent on his
satisfaction level of from bank services.

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1.6 Research Methodlogy
 OBJECTIVE OF MARKETING RESEARCH

PRIMARY OBJECTIVE

The main objective of research is to analyze the consumer awareness

of STATE BANK OF INDIA market comparison of the players in the
market. To find out the perception, satisfaction and acceptance level of
the STATE BANK OF INDIA in the market.

SECONDARY OBJECTIVE

 The primary target of the market research was to find out preference
of people towards bank.

 Studies the facilities provide to the consumer by bank.

RESEARCH DESIGN

"Research design is the plan, structure and strategy of investigation

conceived so as obtain answer to research to question and to control
variance. "

The definition consists of three important terms plans, structure and

strategy. The plan is an outline of the research scheme on which the
researcher is to work. The structure or research is a more specific
outline or the scheme and the strategy shows how the research will be
carried out, specifying the method to be used in the collection and
analysis of data.

 TYPE OF RESEARCH DESIGN

 DESCRIPTIVE RESEARCH DESIGN

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Descriptive studies are under taken in much circumstance. When the
researcher is invested in knowing the characteristics of certain group
such as age, sex, educational level or income, descriptive study may be
necessary. Other cases when a descriptive study could be taken up are
when he is interested in knowing the proportion of people in a given
population who have behaved in a particular manner, making
projection of certain thing or determining the relationship between two
or more variables. The objective of such a study is to answer the "
who, what, when, where and how " of the subject under investigation.

There is general feeling that descriptive studies are factual and very
simple. This is not necessarily true. Descriptive study can be complex,
demanding a high degree of scientific skill on the part other research

A two part of descriptive research design

 Cross sectional
 Longitudinal

In this survey we have used Cross Sectional Design

 CROSS SECTIONAL DESIGN

Descriptive design gives the present picture of the situation at a

given point of time A cross sectional study is a connected will a
sample of elements from a given population. Thus it may deal with
house holding, dealer, retail store or other entities. Data on the
number of characteristics from the sample element are collected and
analyzed. Cross sectional studies are if two type- field studies and
survey. Although the distraction between them is not clear cut, there
are some practical difference which needs different techniques and
skills.

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 RESEARCH APPROACH

Basically there are two approach in collection of primary data

 Survey
 Observation

We have used survey in our research Survey there four method by

which data can be collection in a survey. The methods are- Personal
survey, Mail survey, Telephone survey and Computer survey. We have
used Personal Survey.

RESEARCH INSTRUMENT

Marketing research has a choice of to main research instrument in

collection primary data: questionnaires and mechanical devise. In my
marketing survey I have used questionnaires for collection primary data.

Questionnaire constitutes the most prevailing method of information

method communication method used. Both structure and unstructured
questionnaire is used in marketing research. Different scale of
measurement can be conducted and used to capture appropriately the
strength of audience response
We have used structure questionnaires.

A structure Questionnaire is a formal list of questions framed so as to get

the fact. The interview asks the question strictly in accordance with a
per- arranged order. If for example the market researcher is interested in
working the amount of expenditure incurred on different type of clothing
i.e. cotton woolen or synthetic, by different household classified
according to their incomes he may frame a set of questions seeking this
factual information. If the maketing researcher appoints some interviewer
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 to collect information on his behalf, the interviewers are expected to
adhere to the same order in asking the question as contained in the
questionnaire. Structure questionnaire is one where the listing of
questions is in a prearranged order and where to the object of inquiry is
revealed to the respondent.

 SAMPLE SIZE & AREA

One has to decide how many elemefts of the target population are to be
chosen. We have chosen a sample size of 150 respondents.

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1.7 LEARNING’S OF THE STUDY
Following are the key learning's during SIP
 Process of cheque clearing in canara bank.

 Learn Banking structure Regulation & system.

 Marketing canara banks products and generating leads.

 Effective communication is route of any successful

organization observing people in profession made me realize
how corporate world functions.

 Voucher verification.

 Convincing the customers.

 Filling forms.

 How to deal with the queries of the customer.

 Learn about filling various register maintain by bank like

clearing cheques of other bank branches that is outward
register, receiving the return cheques by other bank
branches i.e., inward register, the customer committee
meeting register, demand draft register, fixed deposit
register and various register.

 Learn about opening locker and various other daily activity

like depositing cash, withdrawal, clearing cheques, creating
demand draft, receiving money from cheque, sending money
to the chest etc.

 Aadhar verification.

 Yono sbi app registrations.

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1.8 LIMITATION OF THE STUDY

There were some problems while I have undergone the internship

program. A wholehearted effort was applied to conduct the internship
program and to bring a reliable and fruitful result. In spite of having the
wholehearted effort, there exits some limitations, which acted as barrier.

The limitations were –

 The study was limited only to the SATE BANK OF

INDIA,MG Road ,Branch.

 Another Problem was time constraints. The duration of my

internship Program was only 60 Days. But this time is not
enough fora complete and fuital study.

 The Bank was a busy one having heavy rush of people, whom
officers need to deal with. So allocation of work was a
barrier.

 Lack of Human Resources.

 Lack of Management of Resources.

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2. DATA ANALYSIS AND INTERPRETATION

1.Since How many years do you have account with SBI bank?

Objective: To know the since how many years consumer possess SBI
bank account.

Particular Frequency Percentage

One year 27 18

Two year 59 39.33

Three year 20 13.33
Four year 14 9.33
Five yaer 13 8.67
More than five year 17 11.33
Total 150 100

8.67 One year

18
9.33 Two year
Three year
13.33 Four year
Five year
39.33 More than five year

INTERPRETAION:
Most of SBI holder is possess account since two years.39.33% So it is a
most preferable since two years and it is highly joint the SBI Bank in two
years.
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2. .Do you think bank caters all your banking needs?
Objective: To know how many consumer are satisfied with SBI banking
needs.
PARTICULAR FREQUENCY PERCENTAGE
YES 139 92.67

NO 11 7.34
TOTAL 150 100

100

90

80

70

60
Column1
50
92.67 Column2
40 Series 1
30

20

10
7.33
0
Yes No

INTERPRETATION:
Here Out of 150 SBI account holder 139 account holder satisfied with
banking needs which is 92.67% and 11 account holder not satisfied with
banking needs which is 7.33%. So that 92.67% SBI

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3. Are you aware of products & services provided by SBI?

Objective: To know the how many consumer are aware of product and
services provided by SBI.

Particular Frequency Percentage

145 96.67
YES
NO 5 3.33
Total 150 100

3.33

YES
NO

96.67

INTERPRETATION:

Here out of 150 SBI account holder 145 account holder are aware of
products and services provided by SBI which is 96.67% and 5 account
holder are not aware of products and services provided by SBI which is
3.33%. So that 96.67% account holder are very strong awareness of
products and services provided by SBI.
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4. On which bank you depend for your regular transaction?

Objective: TO know on which bank consumer are depend for his regular
transaction.

particular frequency Percentage

SBI 150 100

ICICI 0 0

HDFC 0 0

OTHER BANK 0 0

TOTAL 150 0

0
SBI
ICICI
HDFC
OTHER BANK

100

INTERPRETATION:

Here out of 150 account holder to 150 account holder are regularly transact
in to the SBI bank services. so it is very beneficial for the SBI bank and it
is advantage for the SBI bank services in terms of regular Transaction.

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5. What kind of account do you maintain with this bank?

Objective: To know which type of account consumer are most prefer with
this bank.

Particular Frequency Percentage

Current Account 74 49.33

Saving Account 59 39.33

Loan Account 3 2

De-Mat Account 7 4.67

Credit Account 7 4.67

Total 150 100

60

50
49.33
40
39.33 Series 1
30
Series 2
20 Column1

10
2 4.67 4.67
0
Current Account Saving Account Loan Account De - Mat Account Credit Account

INTERPRETATION:

Here Current account are most maintain with The SBI Account with
49.033% . So the current account most prefer by the SBI holder and
Another account facilities like saving account, loan account,de-mat
Account Credit account need improvement in the SBI bank.

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6. Which of the following facilities have given more importance in your
bank?
Objective: To know which of the facilities have given more importance in
SBI bank.
Particular Frequency Percentage

Loan Facilities 25 16.67

o/D Facilities 20 13.33

ATM Facilities 83 55.33

Credit Card Facilities 11 7.33

Other Facilities 11 7.33

Total 150 100

60

50

40

Column2
30
55.33 Column1

20 Series 1

10
16.67
13.33
7.33 7.33
0
LOAN FACILITIES O/D FACILITIES ATM CREDIT CARD OTHES
FACILITITIES FACILITIES FACILITIES

INTERPRETATION:
Here ATM Facilities More importance In SBI bank with 55.33% .So the
ATM facilities is most prefer by SBI holder and another facilities is very
poor in the SBI bank.
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7.Which bank you most prefer for online banking service.

Objective: To examine the which bank consumer most prefer for online
banking services.

particular frequency Percentage

ICICI 9 6

SBI 93 62

HDFC 39 26

OTHERS 9 6

TOTAL 150 100

6 6

ICICI
26
SBI
HDFC
OTHERS
62

INTERPRETATION:

Here SBI bank most prefer for online banking services which is 62%. So
SBI online banking services most accepted by SBI holder because Of the
best services given by the SBI in term of online services.

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8. Please rate the following online features.(out of nine)

Objective: To examine how much give to the online features by the SBI
account holders.
particular Excellen Good Neutral Poor N/A

Bill payment 60 86 2 0 0

E-alerts 49 77 22 0 0

Wire transfer 20 64 59 6 1

Step payment 28 51 55 13 3

balance inquiry 48 41 34 20 6

Check image 30 52 42 12 13

Retrieval ordering 22 67 43 9 9

Cash retrieving 29 77 34 3 7

Bank statement 49 54 29 9 3

100
90
80
Series 1
70
60 Series 2
50 Series 3
40
Series 4
30
20 Series 5
10
0

INTERPRETATION:

Here the rate of online features are most prefer by SBI holder in terms Of
excellent feature is 60.so the bill payment is possess high rate Given by
SBI holder which is 60.

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Findings of the survey:
 Most of people are having Saving Bank A/C in more than one bank.
39.33 people have their SBI A/C only in SBI.

 SBI is considered the fastest bank

 SBI is the most trusted bank and it was found that all of the A/C
holders say that SBI is the most prestigious bank and ATM centers of
SBI are most available than any other bank.

 Only 26% of people surveyed say that SBI employees are co-
operative when compared to other banks.

 More than half persons have ATM card that's good as it can increase
the swiftness of services.

 Most of the customers surveyed find ATM facility satisfactory.

 All ATM card holders find the operating system easy

 89% people do not use their ATM card in other banks' ATM centre
and its Reasons given by the respondents:

o Charges levied by the bank

o SBIS ATM centers are available everywhere in nearby

area.

 61% of the people surveyed are unaware to the service of Net/Mobile

banking

 90% of the people who are aware to the service do not use
Net/Mobile Banking. The reasons given by the respondents are:

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  Unawareness to the Internet.

 Do not need

 Fear of fraud

 60% people are unaware of the availability of Any Branch Banking

Facility

 55% of the people who are aware to the availability of the Any
Branch Banking (ABB) facility use it.

 80% of the people surveyed say that the employees are cooperative
which is good for SBI

 92% people say Yes they get their problems solved, however most of
the people surveyed say they never faced problems.

 96% of the people surveyed are happy with the services of SBI. Most
of people agree that SBI is No. 1 bank in KADI.

Recommendations:

 Though most of people consider SBI faster than other banks but
private sector banks which are new are also in competition.

 SBI needs to increase its performance in the matter of

cooperativeness

 Many ATM card holders complain that ATM Centre of kadi branch
often remains out of order so they have to face problems, so SBI
should take care of that.

 SBI needs to educate its customer about its services. AWARE

 SBI needs to advertise more about its services.

Page 40 of 47
  When all the A/C holders will be knowing the facility (ABB) then
more people will use it as there is a magical word 'FREE'
accompanying the facility.

 Though only 20% people feel that they are non cooperative but SBI
needs to take care that the number should not increase as private
sector banks are penetrating sharply.

 Many people say that the process of solving problems is too slow.
Younger players (Pvt. Banks) are fast in this matter so SBI needs to
fasten its services.

 Private sector banks have forayed in KADI for that SBI needs to be
ready to face stiff competition.

While doing my internship program I came to a conclusion that this

training helped me in getting thorough knowledge about the products of
bank and they compete with other banks and how they are applying
different market strategies to attract customers and making them satisfied
The bank should also try to increase the use of technology like mobile and
net banking among its customers. The bank should pay more attention on
giving updates and should increase the level of service providing because
the competitors of SBI are better in this area

Suggestions
 Though most of people consider SBI faster than other banks but
private sector banks which are new are also in competition.

 SBI needs to increase its performance in the matter of

cooperativeness.

 Many ATM card holders complain that ATM Centre of kadi branch
often remains out of order so they have to face problems, so SBI
should take care of that.
Page 41 of 47
 SBI needs to educate its customer about its services. AWARE

 SBI needs to advertise more about its services.

 When all the A/C holders will be knowing the facility (ABB) then
more people will use it as there is a magical word FREE
accompanying the facility.

 Though only 20% people feel that they are non cooperative but SBI
needs to take care that the number should not increase as private
sector banks are penetrating sharply.

 Many people say that the process of solving problems is too slow.
Younger players (Pvt. Banks) are fast in this matter so SBI needs to
fasten is services.

 Private sector banks have forayed in KADI for that SBI needs to be
ready to face stiff competition.

Page 42 of 47
 3.BIBLIOGRAPHY

Ageing SBI must keep pace with “Younger

Bankers”

The State Bank of India (SBI) is facing a peculiar problem. Young people
are no longer keen to have transactions with this 'ageing bank'

This was admitted by SBI chairman O P Bhatt, who underscored the need
for reinventing to keep pace with the changing times. According to Mr.
Bhatt, the trust of the Indian customers on 'ageing bank' is eroding.
Customers prefer Younger' banks. Therefore, efforts should be made to
win back the trust of the people by providing improved and quality
services.

Books:-

Bell, B. &. (2012). Business Research Methods. Delhi: Oxford University

Press.
Cooper, S. &. (2013). Business Research Methods. Delhi: Tata
MCGrawhill.
Shekaran, U. (2012). Research methods for Business. Delhi: Willey.

Zikmund, B. C. (2012). Business Research Methods. Delhi: Cenegage

Learning
WEBSITES :

 www.sbi.co.in

MAGAGINE :

 Banking Finance Journal

Page 43 of 47
3.1 APPENDIX :

Questionnaire

Dear Respondent,
We are the students of Sanket Choudhaudhary college of
Pt. Harishankar Shukla Smiti Mahavidhyalaya, Raipur (C.G)
.As part of our study, We are conducting survey on'" A study
of consumer satisfaction level about SBI online bank service
in kadi"Which will be presented at our college as a part of our
study. We ensure you that the data provided by you will be
kept confidential and used for academic purpose only. Please
tick in [ ] in following details as applicable.

Respondent's personal details:

Name :- ____________________________

Address :- ______________________________

Age :- _____________________________

Contact no :- _____________________________

Page 44 of 47
1.Since How many years do you have account with SBI bank?

[ ] One year [ ] Two years [ ] three years

[ ] four years [ ] five years [ ] More than five years

2.Do you think bank caters all your banking needs?

[ ] Yes [ ] No

3.Are you aware of products & services provided by SBI?

[ ] Yes [ ] No

4.On which bank you depend for your regular transaction?

[ ] SBI [ ] ICICI [ ] HDFC [ ] Other bank, specify

5. what kind of account do you maintain with this bank?

[ ] current account [ ] saving account

[ ] loan account [ ] De-mat account
[ ]Credit account

6.Which of the following facilities have given more importance in

your bank?

[ ] O/D facilities [ ] Loan facilities

[ ] Credit card facilities [ ] ATM facilities
[ ] other facilities

7. What do you feel about likert scale service quality of your bank?

[ ] highly satisfied [ ] satisfied

[ ] moderate [ ] dissatisfied
[ ] highly dissatisfied

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8. Would you recommend this bank to your friends, relatives,
associates? Why?
[ ] yes [ ] no
If YES please mention the reason here.
_________________________________

9. Please select the reason applicable which online banking.

[ ] convenience [ ] To save time

[ ] 24 hours access to accounts [ ] other

10. How often do you use our online service?

[ ] one day [ ] two day

[ ] three day [ ] more than three days

Page 46 of 47
 FINDINGS

 The attention is required on the areas of growth, profitability

,servicelevel and building talent.
 To increase the profit of bank, bank should decrease their
operatingexpenses and increase their income.
 To increase its liquidity, bank should keep some more cash in
its handinstead of giving more and more advances.
 Introduce quality consciousness and standardization of the
worksystem and procedures.
 Make manager competitive and introduce spirit of market-
orientationand culture of working for customer satisfaction.
 There is need to build the knowledge and skill base among
theemployees in the context of technology.

Page 47 of 47