INTERNSHIP REPORT

ON

”COMPARISON OF SBI AND ICICI BANK”

UNDERTAKEN ATSTATE BANK OF INDIA

FROM APRIL,2012 TO JUNE,2012

Submitted in partial fulfilment of the requirements for the award of degree of

MASTER OF BUSINESS ADMIMISTRATION

Programme of

INDIAN INSTITUTE OF PLANNING AND

MANAGEMENT

Batch 2011-13

UNDER THE GUIDANCE OF SUBMITTED BY Mr. Munish Sabharwal Umang GargAVP and Zonal Manager, SBI MBA (IC)

DECLARATION

I hereby declare that this Project Report entitled “COMPARISON OF SBI

AND ICICI BANK“ in SBI Mutual Fund submitted in the partial

fulfilment of the requirement of Master of Business Administration

(MBA) of INDIAN INSTITUTE OF PLANNING AND

MANAGEMENT, CHANDIGARH is based on primary & secondary data

found by me in various departments, books, magazines and websites and

collected by me under the guidance of Mr. Munish Sabharwal.

Acknowledgement

It is a immerse pleasure that I take this opportunity to express my heartfelt gratitude to

my guide Mr. Fatehbir singh, Assistant Professor (Management), Punjabi University

Campus,Maur for the invaluable ideas, assistance and encouragement that they provided

during my report. I also wish to express my thanks to them for their helpful reviews,

comments and continual support. I shall always visualize their encouraging gesture,

competent guidance, constant inspiration and indefatigable zest to learn more and more.

I am very grateful to our Principal Dr. D.K. Madaan for his kindness and

encouragement. I would like to thank all the people who have helped me in one way or

another to complete my training.

I am also thankful to the Punjabi University Campus, Maur for its generosity in

providing a nice, convenient and professional environment for completing my report.

Finally, I would like to thank all my family members for their cooperation and good

wishes in completing my work.

I feel short of words to express my deep sense of gratitude towards the Almighty God

with whose grace present study has been completed.

REKHA RANI

INDEX

S.No. Contents Page No.

1. Certificate i2. Declaration ii3. Acknowledgement iii4. Executive Summary5. Indian Banking Industry6. Introduction to SBI

Products and ServicesManagement

7. Introduction to ICICIHistory Products and Services

8. SWOT ANALYSISSBIICICI

9. Current ScenarioSBIICICI

10. Analysis of Project11. Statement of Problem

12. Research Objective

13. Significance and Scope

14. Research Methodology

15. Analysis of data

16. Findings

17. Suggestions

18. Conclusion

19. Bibliography

INTODUCTION

INDIAN BANKING INDUSTRY

The banking section will navigate through all the aspects of the Banking System in

India. It will discuss upon the matters with the birth of the banking concept in the country

to new players adding their names in the industry in coming few years.

The banker of all banks, Reserve Bank of India (RBI), the Indian Banks Association

(IBA) and top 20 banks like IDBI, HSBC, ICICI, ABN AMRO, etc. has been well

defined under three separate heads with one page dedicated to each bank.

However, in the introduction part of the entire banking cosmos, the past has been well

explained under three different heads namely:

History of Banking in India

Nationalisation of Banks in India

Scheduled Commercial Banks in India

The first deals with the history part since the dawn of banking system in India.

Government took major step in the 1969 to put the banking sector into systems and it

nationalised 14 private banks in the mentioned year. This has been elaborated in

Nationalisationof Banks in India. The last but not the least explains about the scheduled

and unscheduled banks in

India. Section 42 (6) (a) of RBI Act 1934 lays down the condition of scheduled

commercial banks. The description along with a list of scheduled commercial banks are

given on this page.

Introduction of State Bank Of India (SBI)

The origin of the State Bank of India goes back to the first decade of the nineteenth

century with the establishment of the Bank of Calcutta in Calcutta on 2 June 1806. Three

years later the bank received its charter and was re-designed as the Bank of Bengal (2

January 1809). A unique institution, it was the first joint-stock bank of British India

sponsored by the Government of Bengal. The Bank of Bombay (15 April 1840) and the

Bank of Madras (1 July 1843) followed the Bank of Bengal. These three banks remained

at the apex of modern banking in India till their amalgamation as the Imperial Bank of

India on 27 January 1921.

Primarily Anglo-Indian creations, the three presidency banks came into existence either

as a result of the compulsions of imperial finance or by the felt needs of local European

commerce and were not imposed from outside in an arbitrary manner to modernise

India's economy. Their evolution was, however, shaped by ideas culled from similar

developments in Europe

and England, and was influenced by changes occurring in the structure of both the local

trading environment and those in the relations of the Indian economy to the economy of

Europe and the global economic framework.

The State Bank of India, the country’s oldest Bank and a premier in terms of balance

sheet size, number of branches, market capitalization and profits is today going through a

momentous phase of Change and Transformation – the two hundred year old Public

sector behemoth is today stirring out of its Public Sector legacy and moving with an

agility to give the Private and Foreign Banks a run for their money.

 The bank 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, structured products etc – each one of these

initiatives having a huge potential for growth.

The Bank is forging ahead with cutting edge technology and innovative new banking

models, to expand its Rural Banking base, looking at the vast untapped potential in the

hinterland and proposes to cover 100,000 villages in the next two years.

 It is also focusing at the top end of the market, on whole sale banking capabilities to

provide India’s growing mid / large Corporate with a complete array of products and

services. It is consolidating its global treasury operations and entering into structured

products and derivative instruments. Today, the Bank is the largest provider of

infrastructure debt and the largest arranger of external commercial borrowings in the

country. It is the only Indian bank to feature in the Fortune 500 list.

 The Bank is changing outdated front and back end processes to modern customer

friendly processes to help improve the total customer experience. With about 8500 of its

own 10000 branches and another 5100 branches of its Associate Banks already

networked, today it offers the largest banking network to the Indian customer. The Bank

is also in the process of providing complete payment solution to its clientele with its over

8500 ATMs, and other electronic channels such as Internet banking, debit cards, mobile

banking, etc.

With four national level Apex Training Colleges and 54 learning Centres spread all over

the country the Bank is continuously engaged in skill enhancement of its employees.

Some of the training programes are attended by bankers from banks in other countries.

 The bank is also looking at opportunities to grow in size in India as well as

Internationally. It presently has 82 foreign offices in 32 countries across the globe. It has

also 7 Subsidiaries in India – SBI Capital Markets, SBICAP Securities, SBI DFHI,

SBI Factors, SBI Life and SBI Cards - forming a formidable group in the Indian

Banking scenario. It is in the process of raising capital for its growth and also

consolidating its various holdings.

Throughout all this change, the Bank is also attempting to change old mindsets, attitudes

and take all employees together on this exciting road to Transformation. In a recently

concluded mass internal communication programme termed ‘Parivartan’ the Bank rolled

out over 3300 two day workshops across the country and covered over 130,000

employees in a period of 100 days using about 400 Trainers, to drive home the message

of Change and inclusiveness. The workshops fired the imagination of the employees with

some other banks in India as well as other Public Sector Organizations seeking to emulate

the Program.

An important turning point in the history of State Bank of India is the launch of the first

Five Year Plan of independent India, in 1951. The Plan aimed at serving the Indian

economy in general and the rural sector of the country, in particular. Until the Plan, the

commercial banks of the country, including the Imperial Bank of India, confined their

services to the urban sector. Moreover, they were not equipped to respond to the growing

needs of the economic revival taking shape in the rural areas of the country. Therefore, in

order to serve the economy as a whole and rural sector in particular, the All India Rural

Credit Survey Committee recommended the formation of a state-partnered and state-

sponsored bank. 

The All India Rural Credit Survey Committee proposed the take over of the Imperial

Bank of India, and integrating with it, the former state-owned or state-associate banks.

Subsequently, an Act was passed in the Parliament of India in May 1955. As a result, the

State Bank of India (SBI) was established on 1 July 1955. This resulted in making the

State Bank of India more powerful, because as much as a quarter of the resources of the

Indian banking system were controlled directly by the State. Later on, the State Bank of

India (Subsidiary Banks) Act was passed in 1959. The Act enabled the State Bank of

India to make the eight former State-associated banks as its subsidiaries. 

The State Bank of India emerged as a pacesetter, with its operations carried out by the

480 offices comprising branches, sub offices and three Local Head Offices, inherited

from the Imperial Bank. Instead of serving as mere repositories of the community's

savings and lending to creditworthy parties, the State Bank of India catered to the needs

of the customers, by banking purposefully. The bank served the heterogeneous financial

needs of the planned economic development. 

Branches

The corporate center of SBI is located in Mumbai. In order to cater to different functions,

there are several other establishments in and outside Mumbai, apart from the corporate

center. The bank boasts of having as many as 14 local head offices and 57 Zonal Offices,

located at major cities throughout India. It is recorded that SBI has about 10000 branches,

well networked to cater to its customers throughout India. 

ATM Services

SBI provides easy access to money to its customers through more than 8500 ATMs in

India.

The Bank also facilitates the free transaction of money at the ATMs of State Bank Group,

which includes the ATMs of State Bank of India as well as the Associate Banks – State

Bank of Bikaner & Jaipur, State Bank of Hyderabad, State Bank of Indore, etc. You may

also transact money through SBI Commercial and International Bank Ltd by using the

State Bank ATM-cum-Debit (Cash Plus) card. 

Subsidiaries

The State Bank Group includes a network of eight banking subsidiaries and several non-

banking subsidiaries. Through the establishments, it offers various services including

merchant banking services, fund management, factoring services, primary dealership in

government securities, credit cards and insurance.

The eight banking subsidiaries are:

State Bank of Bikaner and Jaipur (SBBJ)

State Bank of Hyderabad (SBH)

State Bank of India (SBI)

State Bank of Indore (SBIR)

State Bank of Mysore (SBM)

State Bank of Patiala (SBP)

State Bank of Saurashtra (SBS)

State Bank of Travancore (SBT)

Products And Services

Personal Banking

SBI Term Deposits SBI Loan For Pensioners

SBI Recurring Deposits Loan Against Mortgage Of Property

SBI Housing Loan Loan Against Shares & Debentures

SBI Car Loan Rent Plus Scheme

SBI Educational Loan Medi-Plus Scheme

Other Services

Agriculture/Rural Banking

NRI Services

ATM Services

Demat Services

Corporate Banking

Internet Banking

Mobile Banking

International Banking

Safe Deposit Locker

RBIEFT

E-Pay

E-Rail

SBI Vishwa Yatra Foreign Travel Card

Broking Services

Gift Cheques

The CNN IBN, Network 18 recognized this momentous transformation journey, the State

Bank of India is undertaking, and has awarded the prestigious Indian of the Year –

Business, to its Chairman, Mr. O. P. Bhatt in January 2008

FINANCIAL PERFORMANCE

Profit

The Operating Profit of the Bank for 2011-12 stood at Rs. 31,573.54 crores as

comparedto Rs.25,335.57 crores in 2010-11 registering a growth of 24.62%. The Bank

has posted aNet Profit ofRs. 11,707.29 crores for 2011-12 as compared to Rs. 8,264.52

crores in 2010-11registering a growth of 41.66%. While Net Interest Income recorded a

growth of 33.10%, the Other Income declined by9.31%, Operating Expenses increased

by 13.27% attributable to higher staff cost and otherexpenses.

Dividend

The Bank has declared dividend @ Rs. 35.00 per share (350%) as against @ Rs. 30.00

pershare (300%) in the previous year.

Net Interest Income

The Net Interest Income of the Bank registered a growth of 33.10%

from Rs. 32,526.41crores in 2010-11 to Rs. 43,291.08 crores in 2011-12. This was due to

higher growth in theadvances and investment portfolios.

The gross interest income from global operations correspondingly rose

from Rs. 81,394.36crores toRs. 1,06,521.45 crores during the year registering a growth of

30.87%. Interest income on advances in India registered an increase from Rs. 56,960.97

crores in2010-11 toRs. 77,309.15 crores in 2011-12 due to higher volumes. The average

yield onadvances in India increased from 9.56% in 2010-11 to 11.05% in 2011-12.

Interest income onadvances at foreign offices has also grown by 24.99%. Income from

resources deployed in treasury operations in India increased by 22.05%mainly due to

higher average resources deployed and increase in average yield. The averageyield,

which was 7.02% in 2010-11, has increased to 7.51% in 2011-12.

Total interest expenses of global operations increased from Rs. 48,867.96 crores in2010-

11 to Rs.63,230.37 crores in 2011-12. Interest expenses on deposits in India during2011-

12 recorded an increase of 29.19% compared to the previous year, whereas the

averagelevel of deposits in India grew by 14.31%. The average cost of deposits has

consequentlyincreased from 5.26% in 2010-11 to 5.95% in 2011-12.

Non-Interest Income

Non-interest income stood at Rs. 14,351.45 crores in 2011-12 as

against Rs. 15,824.59crores in 2010-11 registering a decline of 9.31%. During the year,

the Bank received an income of Rs. 767.35 crores (Rs.827.73 crores inthe previous year)

by way of dividends from Associate Banks/ subsidiaries and jointventures in India and

abroad.

SWOT ANALYSIS OF SBI

Strength/ Opportunities:

The growth for SBI in the coming years is likely to be fueled by the following

factors:

Continued effort to increase low cost deposit would ensure improvement in NIMs

and hence earnings.

Growing retail & SMEs thrust would lead to higher business growth.

Strong economic growth would generate higher demand for funds pursuant to

higher corporate demand for credit on account of capacity expansion.

Weakness/ Threats:

The risks that could ensue to SBI in time to come are as under:

SBI is currently operating at a lowest CAR. Insufficient capital may restrict the

growth prospects of the bank going forward.

Stiff competition, especially in the retail segment, could impact retail growth of

SBI and hence slowdown in earnings growth.

Contribution of retail credit to total bank credit stood at 26%. Significant thrust

on growing retail book poses higher credit risk to the bank.

Delay in technology upgradation could result in loss of market shares.

Management indicated a likely pension shortfall on account of AS-15 to be close

to Rs50bn.

Slow down in domestic economy would pose a concern over credit off-take

thereby impacting earnings growth.

FRAMEWORK OF STUDY

INTRODUCTION

Banking transactions in State Bank of India has travelled from Ledger type of book keeping to Back office computerization of branches to Bank Master to Core Banking Solutions (CBS). Though the basics or fundamentals of the banking remained the same through all these phases, these new platforms definitely made impact on the customers & customer service rendered by the Bank in different ways. The Core Banking or the CBS as we know it today, being the late stand an advanced technology has not only changed the banking for the Bank but also for the customers of the bank. It has led the way towards introduction of alternate channels - like Internet Banking (INB), Mobile Banking (MB), Debits Cards, Pre-paid Cards, Kiosk Banking, Green Channel and Merchant Acquiring etc - for delivery of banking services.

Internet Banking and Mobile Banking are technology based channels of bankingwhich provide to the customers the facility to do banking round the clock without visiting any branch of the bank. It is convenient and time saving. What is required is a computer system and internet connection for the INB and a mobile handset with connection for having the facility of Mobile Banking which are easily available these days in very simpler form. These are very cost effective channels of Banking with almost no risk subject to taking some necessary precautions. In SBI the INB and Mobile Banking facilities had been introduced in July 2001 and June 2009 respectively.

The numbers of users and transactions through these alternate channels is increasing daily. Presently, about 11 % of total CBS transactions are done through Internet Banking. Similarly, the number of registered Mobile Banking Users has crossed 6 Lac and the number of Mobile Banking transaction is now more than 31 Lac during the first 9 months of 2011-12.

It indicatively signifies the growing importance of these alternate delivery channels in our bank and its increasing value among the retails customers of theBank. In the backdrop of these changes, it is imperative to conduct a research study to ascertain as to how much these delivery channels have become popular among the retail individuals and salaried class customers; and how further improvement can be brought about in their popularity. Our Lucknow circle vide their letter no HR: LD: 1375 dated 21st Sep.2010 has also requested us to conduct a research study on “Popularity of Our INB and Mobile BankingProduct in Retail Individuals & Salaried Account Holders”.

WHY INTERNET BANKING AND MOBILE BANKING?

With growing population and increasing demand of banking products by all the sections of the society, it is going to be impossible for any banking institution to cater to the diverse needs of the billions & billions of customers through the traditional channel of branch banking. One solution to this mounting problem is to popularize the Alternate Channels of banking like - Internet Banking, Mobile Banking and migrate the existing as well as the future customers to these channels. These channels have the strength to cope with the increasing size of customers’ base, and increasing numbers of transactions efficiently and effectively. These channels have the strength to enable banks to provide banking facility to all with convenience and reduced costs and achieve the target of financial inclusion as well.

The offering of banking service through Internet Banking and Mobile Banking isbeneficial for the Customers and the Banks. Services offered through these Channels are very cost effective for the banks. For example, the estimated per transaction cost for Internet Banking and for Mobile Banking is Rs 6/- and Rs 1/- respectively whereas through branch banking it is about Rs 40/-. Use of these technology based channel will reduce risks of frauds, cost of operations and improve the customers’ service & image of the bank. The intensifying competition has necessitated the need to offer products which suit the needs of the customers at competitive rates. These channels can help achieve this without spending much.

MOBILE BANKING:FEEDBACKS GIVEN BY THE TARGET GROUPS

There is a perception among some customers that mobile banking is not safe and secure. So, bank should come up with a drive of making people aware of the security features that have been inbuilt into the mobile banking.

Different software for different mobile sets sometimes creates problem in installation of software. There is a need of single software compatible for all type & brands of mobile phones in order to reduce complexity in download and installation of the application. Generic version is also compatible for all phones.

Some brands’ phones like Samsung, HTC do not support our mobile banking software. Mobile phone application for the latest model of mobile phone should be made available immediately.

There is need of educating customers about mobile banking. Popularize the mobile banking on large scale and provide the necessary support facility to the customer. It has been observed that sometimes customers and staff members confuse SMS alert system of CBS and INB with mobile banking.

Mobile banking based on SMS for the users whose mobile sets are not GPRS enable is costly due to SMS charges.

Change in features and facility of mobile banking should be communicated timely to the customers and branches in a more detailed manner.

More facility like DD issue request etc should be added to mobile banking.

Customers face problem in finding the code of biller’s before adding them for bill payment. The list of payee is not displayed. The list of payee should be incorporated in the mobile banking software and should be regularly updated online.

Presently the MPIN can be created with “Six Numeral”. In order to make it difficult to crack and more secure, the provision should be made to use mix of ‘alpha-numeric-special character’ to create a password / MPIN for mobile banking.

There is need of one helpdesk at each RBO/ZO level for mobile banking which is capable of effectively resolving problems / grievances of mobile banking users.

SUGGESTIONS:

Though, some of the above feedbacks given by the target groups may not be correct in the current situation due to the regular improvisation of these channels. However, following steps can be taken to bring further improvement in these channels and popularizing the same.

Increasing awareness: increasing awareness among the staff is crucial to increase the usage of bank’s Internet banking and mobile banking. Bank should take advantage of marketing promotions to build brand image of INB and Mobile Banking facility of the bank. Emphasis

should be on increasing awareness among both the staff members as well as the customers.

Increasing Staff Awareness

1. All staff members of the bank should be compulsorily provided with these facilities and should be encouraged to use them for all their banking needs. As far as practicable, transactions in the staff accounts across the counter of the branch should be discouraged. This will ensure optimum use of these channels as well as inculcate the habit of using these channels.

2. Newly recruited staff members should be provided with Internet Banking and Mobile banking facility during their training programmes along with a mandatory session on the importance and benefits of these channels.

3. Training can play a great role in increasing awareness among staff members and thus popularizing internet banking and mobile banking. Branches need skilled staff for marketing theses products and providing service to their customers. SBLCs can play a lead role in this job. Short duration training or one day training can serve the purpose. All training program should invariably include at least one session each on INB and Mobile Banking. E-learning method can also be used to train the staff members. This will provide on-site training to them. Training curriculum should emphasize on imparting knowledge with respect to importance of alternate channels like INB and Mobile Banking, facilities provided through these channels and the functional skills required for handling customers grievances and queries relating to INB and MB.

4. More e-learning programmes on Internet banking and Mobile banking can be developed to provide on-desk knowledge to staff members.

Increasing Customer’s Awareness

1. Innovative and captive medium of advertisement should be chosen for publicizing the benefits of these channels. The selection of the medium should take into consideration the target audience. For example, for rural and small towns the medium of announcement through loudspeaker, Radio jingles on FM Radio in local language, road show (Nukkad Natak) etc can be more beneficial.

2. Special campaign with dedicated counter in various ‘melas’ at regional level, Book fair etc. to provide these facilities on the spot may also be helpful. Similarly branches should embark on target group marketing of these facilities by organizing camps and on-thespot issuing of INB kit and Mobile banking to the employees of an office, school, institute etc specially those under corporate salary credit package etc.

3. It has been observed that people of younger generation are more enthusiastic in adopting and using these channels of banking. Using young staff members for marketing of INB and Mobile Banking may be more result oriented. Similarity, the young age customers can be targeted for marketing of these products by providing them these facilities through special counter in the institutions of higher and technical education.

4. In addition to the above, one important & useful benefits of internet banking or mobile banking may be advertised / publicized separately which can be helpful in marketing entire INB / MB through their one / more important benefit/s . e.g. the e-STDR facility can be popularize as the user can make or break STDR from the comfort of their home or office. Similarly other utilities can be popularized to make these channels positioned in the mind of the public. Such type of publicity using TV channels, hoardings at important locations, news papers can be useful.

Mobile Banking Services

Features Enquiry of balance in account(s) Mini Statement – last five transactions Transfer of Funds to accounts with SBI & other Banks Requests for issue of Cheque Book Enquiry regarding Demat account Pay utility bills (Electricity bill, Telephone bill etc.,) Merchandise payments Mobile Top up Payment of SBI Life Insurance premium

Process of Registering for the ServicesRegister for getting User ID

Send SMS <MBSREG> <MobileMake> <MobileModel> to 567676 You will get a User ID and default MPIN and also a WAP link to download the

mobile banking application (if you have a GPRS connection) Downloading the mobile banking application onto your mobile handset Your handset should be java enabled If you have GPRS connection, you can download the application using the WAP

link that you received alongwith the User ID. Else, go to our website, www.sbi.co.in and click on Services – Mobile Banking. You

can download the appropriate mobile banking application using data-cable or Bluetooth.

Based on the mobile phone it may be installed under applications / games / installations.

Login After downloading the mobile banking application, click on icon SBI Freedom. Enter your User ID. Click on the Option Choose Login You will be prompted to change the MPIN.If not prompted, Go to Settings – Change MPIN.Change MPIN Change the MPIN after the first login Choose Change MPIN Under Old MPIN – enter the MPIN received over SMS Using scroll button go to the next field New MPIN Under New MPIN – enter a MPIN of your choice. (6 characters/ digits) Scroll down to the next field Confirm new MPIN Click Option. Choose Change. SMS – “Your MPIN is changed” is received.It is desirable to change the MPIN at regular intervals or whenever there is an apprehension that secrecy has been lost. Activation of your service at ATM You have to activate your service on ATM or at your Branch. Please ensure that

you have changed your MPIN before registering at the ATM. Go to ATM and after swiping your Debit Card choose Services – Mobile Banking –

Register and then give your mobile number. You will get a SMS regarding activation of your account.In this process of registration, only one account is enabled for mobile banking services.

Activation Of Service At Branch If you do not have an ATM card issued for the account, please visit your Branch to

get the services. Please ensure that you have changed your MPIN before registering at the Branch.

If any other accounts are to be enabled for mobile banking, please visit your branch. In such cases, all the enabled accounts (maximum 5) have to be linked for you to use them. This is explained under Manage Self Accounts.

Business Rules The daily ceiling is Rs. 5000 per transaction per customer for fund transfer and

Rs.10,000 for purchase of services/ goods and for Bill payments with a calendar month limit of Rs. 30,000 per customer

OBJECTIVE OF THE STUDY

The study has been conducted with the objectives to ascertain the popularity ofthe Mobile Banking in respect of our retail individuals & salaried customers and to suggest ways as to how these channels can be made more popular to gain market share, improve customer satisfaction and profitability of the Bank.

Scope of t he S t udy:

The study is covering the mobile banking services product of SBI . The study basically

tries to identify the customers are satisfied with the mobile banking services towards SBI

bank and know about the Customer preferences among SBI bank. The study was done to

individual customer for the improvements in various products.

Period of study

I have done my summer internship study on the project report(the mobile banking ) in 2

months . its from 27 may 2013-27 july 2013.

METHODOLOGY AND ANALYSIS

RESEARCH METHODOLOGY The research will be exploratory in nature. A population of peoples who take mobile

banking services from these banks will be considered for this study. I will try to explore

about the mobile banking services which would make a difference in the behavior of the

consumer. Effort will be made to throw light on most of the factors which have either

indirect or direct effect on the behavior of the consumer.

Sampling plan:•Population: The study aimed to include the customers of SBI in Rampura Phul, to

make a comparative analysis of mobile banking services of these SBI bank.

•Sample Size: A Sample size of 100 respondents will be taken for the current study

because it is not possible to cover the whole universe in the available time period. So it is

necessary to take the sample size. In 100 respondents from SBI. The sample will the

peoples of age group lying all. The sample will be taken in the form of strata based on

age, sex, and income group.

 

•Sampling technique:The sampling technique will be probabilistic sampling more specifically the random

convenient and judgemental sampling will be used. As in probabilistic sampling the

select unit for observation with known probabilities so that statistically sound

assumptions are supported from the sample to entire population so that we had positive

probability of being selected into the sample. I will go for stratified random sampling as

we are interested to study the mobile banking by SBI so we will make the strata on the

basis of age, occupation, income level, gender. And from each strata we will go for

random sampling.

 

Sources of Data:I will use primary source of data that is structured questionnaire. As these banks are

established from so many years, so many researchers have done research on this topic, so

we will find secondary data also and also use this data for the help of this research. So,

this research data will collected from the primary source and secondary source. 11Our

method of collecting the data is from the questionnaire that will be filled by the

respondent from the sample, it will be structured questionnaire.

 

Tools and Techniques:As no study could be successfully completed without proper tools & techniques, same

with my project. For the better presentation and right explanation I used tools of  statistics

and computer very frequently and I am very thankful to all those tools for helping me a

lot. Basic tools which I used for project are:

BAR CHARTS- PIE CHARTS- TABLESBar charts and pie charts are very useful tools for every research to show the result ina

clear, simple way. Because I used bar charts and pie charts in my project forshowing data

in a systematic way. So I need not necessary for any observer to read allthe theoretical

detail, simple on seeing the charts anybody that what is being said.

Analysis of the survey study

Total respondants---100

Q1. What is your occupation?

Student 55

Business man 15

Government employee 20

Other 10

Interpretation

Total number of respondents was 100.

55 of our respondents was students.

15 of the respondents were info government employees.

20 of our respondents were business man.

10 of our respondent belonged to the category of others.

Q2. From how many years you are associated with this bank?

Less than 1 year 30

1-5 years 45

More than 5 25

Interpretation

Total number of respondents was 100.

30 persons are associated less than 1 year

45 persons are associated from 1-5 years.

25 persons are associated fron more than 5 years.

Q3. Are you aware about Mobile Banking Services offered by State Bank of India ?

Interpretation

Total number of respondents was 100.

YES 65

NO 35

65 persons aware about mobile banking services.

35 persons not aware about mobile banking services.

Q4. Are you using Mobile Banking services offered by State Bank of India?

Yes 35

No 65

Interpretation

Total number of respondents was 100.

35 customer are using mobile banking services.

65 customer are not using mobile banking services

Q5. Reason for using Mobile Banking services offered by State Bank of India?

Services are safe 40

Mobile Banking provides any where bill payment

Options

30

Mobile Banking Provides Stop Payment for

Cheques.

10

Mobile Banking Money Transfer Facility20

Interpretation

Total number of respondents was 100.

40 customers says MBS are safe

30 customers says MBS provides bill payment option.

10 customers says MBS provides stop payment for cheques.

20 customers says MBS provides money transfer facility.

Q6. Reasons for Not Using Mobile Banking Services offered by State Bank of India?

Not Aware about the services 60

Dont think Mobile Banking Services are secure 15

Other reasons25

Interpretation

Total number of respondents was 100.

Not Aware about the services 60.

Dont think Mobile Banking Services are secure 15.

Other reasons 25.

Q7. Do you think mobile banking system is safe ?

Yes 65

No 35

Interpretation

Total number of respondents was 100.

65 customer say mobile banking services are safe.

35 customer says mobile banking services are not safe.

Q8. What do you think about the Balance Enquiry Facility Provided by Mobile

Banking System?

Good 40

Average 45

Poor 5

Interpretation

40 customer are satisfy about balance enquiry provided by mobile banking

system.

45 customer say average about balance enquiry provided by mobile banking

system.

5 customer are not satisfy about balance enquiry provided by mobile banking

system.

Q9. What do you think about the bill payment services offered by State Bank of India

through Mobile Banking System?

Good 35

Average 50

Poor 15

Interpretation

Total number of respondents was 100.

35 customer are satisfy about bill payment provided by mobile banking

system.

50 customer say average about bill payment provided by mobile banking

system.

15 customer are not satisfy about bill payment provided by mobile

banking system.

Q10. What do you think about the Money transfer facility offered by Mobile Banking

system of State Bank of India?

Good 50

Average 40

Poor 10

Interpretation

Total number of respondents was 100.

50 customer are satisfy about Money transfer facility provided by mobile banking

system.

40 customer say average about Money transfer facility provided by mobile

banking system.

10 customer are not satisfy about Money transfer facility provided by mobile

banking system.

Q11. Rate the overall satisfaction with Mobile Banking System of State Bank of

India?

Interpretation

Total number of respondents was 100.

15 customer are highly satisfy about overall mobile banking system.

45 customer are satisfy about overall mobile banking system.

30 customer say average about overall mobile banking system.

10 customer are not satisfy about overall mobile banking system.

Highly Satisfactory 15

Satisfactory 45

Average 30

Dissatisfactory 10

Questioner:

Q1. Are you aware about Mobile Banking Services offered by State Bank of India ?a. Yesb. No

Q2. Are you using Mobile Banking services offered by State Bank of India?a. Yesb. No

Q3. Reason for using Mobile Banking services offered by State Bank of India?a. Services are safeb. Mobile Banking provides any where bill payment Optionsc. Mobile Banking Provides Stop Payment for Chequesd. Mobile Banking Money Transfer Facility

Q4. Reasons for Not Using Mobile Banking Services offered by State Bank of India?a. Not Aware about the servicesb. Dont think Mobile Banking Services are securec. Other reasons

Q5. What do you think about the Balance Enquiry Facility Provided by MobileBanking System?a. Goodb. Averagec. Poor

Q6. What do you think about the bill payment services offered by State Bank of India through Mobile Banking System?a. Goodb. Averagec. Poor

Q7. What do you think about the Stop Payment service offered by Mobile Banking system of State Bank of India?a. Goodb. Averagec. Poor

Q8. What do you think about the Money transfer facility offered by Mobile Bankingsystem of State Bank of India?a. Goodb. Averagec. Poor

Q9. Do you think mobile banking system is safe ?a. Yesb. No

Q10. Rate the overall satisfaction with Mobile Banking System of State Bank of India?

a. Highly Satisfactory

b. Satisfactory

c. Average

d. Dissatisfactory