SBI ENGLISH.doc

8/10/2019 SBI ENGLISH.doc

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PROJECT REPORT

ON

STATE BANK OF

INDIA

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ACKNOWLEDGEMENT

This research was made possible as per the requirement of

the .course under

... I take the opportunity toplace and record my deep sense of gratitude to all who have

helped me in completion of my study.

I am deeply indebted to my mentor and guide

..

I would be failing in my duties if I dont express my sincere

gratitude to my parents for

their constant support and guidance. I also humbly thanks

my friend and batch mates for his generous participation in

the data collection process.

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CONTENTS

Declaration

Acknowledgement

Chapter 1

1.1 Introduction to Banking 1.2 Introduction to State Bank of India 1.3 State Bank Today 1.4 State Bank Group 1.5 Retail Banking 1.6 Viion! "iion and Value

Chapter 2

2.1 Interpretation of PIE and BAR chart.

Chapter

Conclusions

3.1 Conclusion/Findings 3.2 Recommendations

References


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!


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Introduction to Banking

Customrs ar !road"# c"assi$id into t%o&

"ersonal #ustomers$ Individuals having accounts singly or %ointly

&including minors'

(on "ersonal #ustomers$ (on individual customers like "roprietary

concerns) "artnerships) #ompanies) Trusts) *ssociations) #lubs)+ocieties) Institutions) ,ovt. -epartments) (,s) +/, etc.

Accounts ar !road"# c"assi$id into t%o&

#ustomer accounts &external accounts' $ -eposit accounts &+avings

0ank) #urrent *ccount etc') 1oan *ccounts &-emand 1oan) Term

1oan etc' and #ontingent accounts &0ank ,uarantee etc'

ffice accounts. &Internal accounts'$ #ash 0alance accounts) fixed

assets account) -rafts account) +undry -eposit account) Interest

account etc.

Basic D'osits Account&

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Sa(ings Bank & 3unning account for saving with restriction in

number of withdrawal

Currnt Account& 3unning account without restriction on number of

withdrawals

Trm D'osit $ -eposit of an amount for a fixed period whereinterest is paid monthlyuarterly

S'cia" Trm D'osit & -eposit of an amount for a fixed period

where interest is compounded

)Ca'ita"i*d+ and 'aid on maturit#.

,curring D'osit& 3egular &6onthly' deposit of a fixed amount for

a fixed period.

T#'s o$ Loan Account&

O(rdra$t

Dmand Loan

Trm Loan

Cas- Crdit

O(rdra$t&

* #urrent account when permitted to overdraw &allowing withdrawal

more than deposited or without deposits ' becomes an overdraft

account

#an be operated by cheque) *T6) I(0

* type of advance of temporary nature to valued clients sometimes

against Term -eposit) (+# etc.

* running account where further withdrawals &debits' can be

permitted as and when deposits &credits' come.

Dmand Loan&

0asically an advance payable on demand.

"ayment in installments also generally allowed.

,iven against 0ank deposits) (+#s) Insurance policies

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,old loans and "ension 1oans are given as -emand loans

nly one -ebit allowed for disbursement. #annot be operated by

cheque 8 *T6.

Trm Loan& 1oan payable as per pre9determined installments over a fixed term.

:xtended for acquisition of assets like house) car) land) building) "lant

8 6achinery etc.

Installments are to be paid out of the income of the person in case of

"ersonal +egment loans

Installments are to be paid out of the income of the activity financed

in case of non9personal segment loans.

Cas- Crdit&

*n advance facility for financing the working capital needs of

commercial activities.

* running account on the lines of verdraft.

*n account where all the receipts and payments of the activity on

account of day9to9day operations are expected to be reflected.

:xtended against the stocks and receivables of the unit. &+tocks$ raw

materials) semi finished goods) finished goods etc) 3eceivable means

money to be received towards sales'.

Scurit# and Margin&

The physical or financial asset for against which the advance is made

is referred as security. * car is a security for which a car loan is given.

*ssets acquired out of bank finance is called primary security. *ny

additional security offered by the borrower is called collateral./owever) in #0+ parlance all securities are referred as collaterals.

The amount contributed by the borrower to the pro%ect cost the

percentage value of the assets owned by him is referred as margin.

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C-arg&

*n asset offered to the creditor &who lends the money' becomes a

security only if a legally enforceable interest is created in his favour.

This process is called the creation of #harge. 1ien) "ledge) /ypothecation and 6ortgage are different types of

charges applicable to different types of securities.

Transaction&

T-r ar t-r t#'s o$ transactions&

Cas-& =here receipt payment of physical cash is involved

Trans$r& =here funds are transferred from one account to another

account without C"aring& Transfer transactions where funds are exchanged with other

banks through clearing

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Introduction to Stat Bank o$ India&

E(o"ution o$ SBI&

0orn as 0ank of #alcutta &> ?une ;2


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istor# o$ SBI&

The evolution of +tate 0ank of India can be traced back to the first decade of

the ;7th century. It began with the establishment of the 0ank of #alcutta in

#alcutta) on > ?une ;2nd?anuary ;2!

?anuary ;7>;.

*n important turning point in the history of +tate 0ank of India is the launch

of the first Aive Bear "lan of independent India) in ;75;. The "lan aimed at

serving the Indian economy in general and the rural sector of the country) in

particular. Cntil the "lan) the commercialbanks of the country, includingthe Imperial Bank of India, confined their services to the urban sector.6oreover) 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 *ll

India 3ural #redit +urvey #ommittee recommended the formation of a state9

partnered and state9sponsored bank.

The *ll India 3ural #redit +urvey #ommittee proposed the take over of the

Imperial 0ank of India) and integrating with it) the former state9owned or

state9associate banks. +ubsequently) an *ct was passed in the "arliament of

India in 6ay ;755. *s a result) the +tate 0ank of India &+0I' was established

on ; ?uly ;755. This resulted in making the +tate 0ank of India more

powerful) because as much as a quarter of the resources of the Indianbanking system were controlled directly by the +tate. 1ater on) the +tate

0ank of India &+ubsidiary 0anks' *ct was passed in ;757. The *ct enabled

the +tate 0ank of India to make the eight former +tate9associated banks as

its subsidiaries.

The +tate 0ank of India emerged as a pacesetter) with its operations carried

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out by the 42< offices comprising branches) sub offices and three 1ocal

/ead ffices) inherited from the Imperial 0ank. Instead of serving as mere

repositories of the communityDs savings and lending to creditworthy parties)

the +tate 0ank of India catered to the needs of the customers) by banking

purposefully. The bank served the heterogeneous financial needs of the

planned economic development.

Stat Bank Toda#

(Rupees in Crores)

BALANCE SEET AS AT /0ST MA,C 1223

Ba"anc S-t si* 45105617

Aggrgat D'osits 65/45828

Tota" Ad(ancs 85075479

Ca'ita" :unds 735471.78

Nt ;ro$it 75413.01

;aid


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Gross N;A ,atio /.28

Nt N;A ,atio 0.49

Ca'ita" Ad>uac# ,atio 0/.84

,turn on A(rag Assts 0.20

AS AT /0ST MA,C 1223

No. o$ Branc-s 025097

No. o$ :orign O$$ics 98

No. o$ Branc-s on CBS A"" Branc-s

No. o$ m'"o#s 05435126

No. o$ ATMs 35222

The 0ank handles almost the entire gamut of financial services. It is a

financial supermarket.

The 0ank extends banking services to$

#orporate +ector

+6:s

3ural sector) especially *griculture and

allied activities

3etail sector) i.e.) "ersonal +egment The 0ank has designed both -eposits as well as *dvances products

for specific segments as per their requirements.

The loans range from 3s.;


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STATE BANK G,O?;&

ASSOCIATE BANKS

+tate 0ank of India has the following *ssociate 0anks &*0s' with

controlling interest ranging from !5E to ;;


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:O,EIGN BANKING S?BSIDIA,IES

+tate 0ank of India has the following Aoreign 0anking +ubsidiaries$

+tate 0ank of India anada' +0I International &6auritius' 1td.

+tate 0ank of India alifornia'

Indian cean International 0ank 1td.

#ommercial 0ank of India 11#) 6oscow

"T 0ank Indo 6onex

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OTE,S

In addition to these) there are other +ubsidiaries ?ointly #ontrolled

:ntities such as$

+0I #ommercial and International 0ank 1td.

+0I#*" &CH' 1td.

+0I Aunds 6anagement &International' 1td.

,: #apital 0usiness "rocess 6gmt. +ervices "vt.

1td.

#9:dge Technologies 1td.

All these together constitute this mammoth organization theSTATE BANK.

,ETAIL BANKING

3etail banking refers to banking in which banking institutions execute

transactions directly with consumers) rather than corporations or other

banks. +ervices offered include$ savingsand checking accounts) mortgages)

personal loans) debit cards) credit cards) and so forth or it is a typicalmass-market bankinghere individual customers uselocal branchesof larger commercial banks.

3etail 0anking has wider connotation and is not the same as that of retail

lending. 3etail 0anking refers to the efforts of the bankers to reach up to the

customers on both fronts of the balance sheet i.e.) 1iabilities side as well as*ssets side. Cnder the liabilities side) we have deposits. Cnder the assets

side) we have credit schemes of the various banks. The %ob of the banker has

become very difficult in this segment too. 0ankers today are offering various

sops to attract the potential customers.

;2
http://en.wikipedia.org/wiki/Banking_institutionhttp://en.wikipedia.org/wiki/Savings_accounthttp://en.wikipedia.org/wiki/Checking_accounthttp://en.wikipedia.org/wiki/Mortgagehttp://en.wikipedia.org/wiki/Personal_loanhttp://en.wikipedia.org/wiki/Debit_cardhttp://en.wikipedia.org/wiki/Credit_cardhttp://dictionary.babylon.com/bank#!!ARV6FUJ2JPhttp://dictionary.babylon.com/branch%20(banking)#!!ARV6FUJ2JPhttp://en.wikipedia.org/wiki/Banking_institutionhttp://en.wikipedia.org/wiki/Savings_accounthttp://en.wikipedia.org/wiki/Checking_accounthttp://en.wikipedia.org/wiki/Mortgagehttp://en.wikipedia.org/wiki/Personal_loanhttp://en.wikipedia.org/wiki/Debit_cardhttp://en.wikipedia.org/wiki/Credit_cardhttp://dictionary.babylon.com/bank#!!ARV6FUJ2JPhttp://dictionary.babylon.com/branch%20(banking)#!!ARV6FUJ2JP


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D$ining rtai" !anking acti(it# &

3etail banking activity is commonly understood to comprise$

banking services for consumers &individualsprivate households' and

banking services for small9 and medium9siFed enterprises &+6:s'.

The delineation of each of these two segments) however) is not standardiFed

by) for instance a nomenclature for central banks statistics or other official

databases. The inclusion or exclusion of customer categories from these

segments depends) to a large extent) on cultural habits) market developments

or the individual business strategies of banks. In some countries or

specialiFed banks) for example) services for wealthy individuals and

households fall under the so9called segment of private banking. 6oreover)

whether a certain siFe category of +6:s belongs to the segment of retailbanking or the segment of corporate banking varies from bank to bank.

In order to reduce this complexity) the *uthority has used the following

definitions for the purposes of the sector inquiry$

Personal banking, i.e. banking products and services for consumersincluding current accounts &and related services such as *T6) direct debit

and credit transfers') sight deposits and other savings accounts) credit

linesoverdrafts &no limits on individual asset siFe' and consumer loansJ

business banking, i.e. banking services for enterprises up to a maximumturnover of :C3 ;< million annually and including services such as current

accounts) term loans and credit lines. This report) following industry and

literary usage) will also use the term K+6: banking or K+6: customers for

this sub9segment.

In carrying out the inquiry and) for instance) addressing comprehensive

questionnaires to banks in the :AT* +tates) the *uthority has not applied a

rigid definition within these general parameters. This approach has allowed

for individually flexible definitions) for example by accepting the banks

own definition of +6: business even where they may be narrower in scope.

,tai" !anking 'roducts and sr(ics &

=ithin the two segments mentioned above) the *uthority has focused on the

following main products$

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=ithin the segment of banking services for consumers) three sets of retail

banking products form the core of the sector inquiry$

i'Currnt accountsL the bank account which individuals use formost of their household transactions such as receiving wages or

paying bills.ii+ D'osit accountsL an account which individuals use for saving.The accounts provide instant &Ksight deposits' or time9limited &Ktime

deposits' access to funds.

iii+ Consumr trm "oans L a loan account operating for aspecified time period) which is used to fund personal or household

consumption.

In addition to these three sets of products) the sector inquiry has also taken

some account of other retail banking products for individuals such as

payment cards) mortgages and investment funds.

The analysis of banking services for small enterprises &+6:s' focuses on$

i' Currnt accountsL the bank account which +6:s use for thebulk of the payments they make and receive.

ii' Trm "oans9 a loan account operating for a specified time period)which an +6: uses to finance its business expenditure.

iii'Crdit "ins L an open9ended facility which incorporates thecredit element of a loan L enabling +6:s to draw down finance L

and the flexibility of a current account for making and receiving

payments.

In addition to these three sets of products) the sector inquiry has also taken

some account of other products for +6:s such as leasing &which involves a

banks paying for part or all of the cost of a capital asset for an +6: and the

bank then leases this asset to the +6:'.

Together with the retail banking products specified above) the sector inquiryalso analyses payments systems) since they form the core of money

transmission services in personal and +6: banking) and are significant

structures within the retail banking sector as a whole.

3etail banking is much more than as opportunity to addressing dwindling

margins. It is an imperative to preserve profits and market positions. #ustomers

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now have many more personal financial options) a growing credit culture) a

willingness to switch between financial services providers) and a demand for

lower interest rates. *s they witness these trends) banks realiFe that they cannot

remain passive. The new private sector banks are making inroads in the markets

they serve) while competition from non9banks is growing. In respect) older

institutions need to revamp their distribution capabilities) customer

management capabilities) operating culture) compensation system and

operations processing.

WEB IM;ACT ON BANKS ,ETAIL ,EEN?ES&

Aor all those gurus whove been predicting that the net will end the business of

said banks) heres a shocker.

:ven in the +I1I#( valley9driven C+*) Internet is not expected to have a

ma%or impact in banks retail revenues.

The reason$ the absence of a convenient alternative at present to using cash.

*ccording to a report by moodys Investors service) at least in the intermediate

term) the internet is not expected to impact large C+ banks core profitability or

competitive position.

This is despite the despite business being the simple9most important profit

source for most *merican retail banks.

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The core retail banking business of deposit taking will be sheltered form web9

based competitors and margin shrinkage on this business.

(eed for convenient access to physical locations coupled with the advantages

of multiple delivery channels like branch) *T6) telephone and computers)

consumers need to leave money in transactional accountsJ customer inertia and

the relatively limited cost savings available to consumers from net banking) are

cited as the main factors supporting its view.

The moodys report) however) cautions that other consumer business such as

residential mortgages) auto loans and credit cards may be more vulnerable toweb9based competitors.

/owever) most C+ banks have thin margins or low market shares in these

businesses mitigating this impact) says the report made available to the

:conomic Times.

The rating agency is skeptical of banks ability to generate substantial

incremental revenues from cross9selling financial products to existing

customers via the net.

0anks have to maintain a comprehensive and effective web based capability to

maintain their competitive position) cautions moodys.

The need for customers to take frequent physical receipts) make convenient

physical receipts) make convenient physical delivery of cheques using *T6s)

inhibition towards paying *T6 charges for using another banks *T6 network

by the consumer and time consuming) difficult and disruptive nature of

switching accounts also contribute to the Kstickiness of retail deposits.

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=ith low bank fees for individual transactions and relatively small bank

deposits) the opportunity cost in terms of interest income for customers is

not material where the deposits are not large.

0anks offer convenience and choice and the web9based channels of banks have

reported rapid growth in the number of customers by retaining current

customers.

*ccording to moodys a survey indicated that @5 per cent of Internet banking

customer disconnect because they dont find it convenient.

#ustomers prefer to use a variety of channels to conduct their banking which is

why it remains to be seen whether a business model based solely on internet

banking will generate adequate returns and sustain long term competition

against conventional banking systems.

The advent of the internet could) however have a powerful effect on banks

acquisition strategies by creating uncertainty about the value of purchasing

large branch networks) the study says.

Aor some banks) however) the Internet could facilitate an increase in fee income

by generating fees from Internet service arrangements like bill presentment and

clearing.

/owever) if smart cards or stored value cards or other electronic cash substitute

gain popularity) alternatives could become more attractive to customers.

n the other hand) banks might be able to reduce costs of servicing the retail

customers by moving them over into a paperless environment.

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0anks could introduce various incentives to the persuade customers to forego

paper statements for the basic savings account and credit card) says moodys.

TE ,?LES AE CANGED

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ons will create a whole new frontier of applications. #ompanies will have to

innovate and continuously upgrade their products. *nticipation) listening and

responding to your customers needs) will be the buFF9words of this thrust.

-istribution will be the next key benchmark of success. The customer will

demand &and therefore the provider will have to respond' for greater

convenience of access to the product or service and all this at the best cost of

delivery. 3e9defined methods) the use of technology L specifically the Internet9

and realigned strategies will drive this important criterion of success.

#onstraints of location) timing) accessibility etc will all be history. (o matter

how brilliant the product you have) your distribution flexibility will be the

customers selection parameter.

*gain) quality of the product and responsive strategies for distribution will also

have a link to price. :fficiencies on this front will be the next item on your

report card. Through innovation in production and delivery and cost reduction

strategies) the price to the customer will have to be at maximum benefit. The

intelligent customer will be ruthless with any price distortions) which as a

consequence of inefficiencies or market exploitation L his cost benefit analysis

will not allow for these variables.

=ould you prefer a product) which &hopefully' is never expected to need post

sale service or one which offers the best after sale service if required M #learly)

the relationship with the customer starts with the transaction) does not and withit. rganisation we have to give equal importance to cost sale needs of

customers as the pitch made prior to the sale.

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Technology will perhaps be the single largest driver of this detail thrust. The

entire strategy will evolve around the absolute ability of the organisation to be

at the cutting as edge of technology. =e will have to invest in technology far

ahead of immediate needs and be able to anticipate the future direction at a

pace we are perhaps not used to. 0eing able to keep abreast) but more

importantly) being able to recogniFe the immense potential that technology

provides at all stages in the retail chain will be of paramount importance. To

leverage) exploit and link technology to your business will be the greatest

challenge of the new millennium and I am convinced that the retail war will be

won and lost on this one aspect) purely because technology increasingly we

influence on the entire chain in a retail business cycle.

*bove all these) I would list attitude towards customer as the single point basis

on determining the winner of the race. *ttitude to the customer will influence

all the areas we have discussed and will ensure excellence in each one of them.

It is an intangible) it is not prescribed in a manual nor is it a quantifiable item in

the balance sheet) but an organiFations attitude to the customer will be the basis

determinant of success for any retail operation.

There are interesting and challenging times ahead L the future promises a lot

but will also make extraordinary demands. The customer will be the most

important aspect of your business and ultimately the winner of the retail war.

,ISK INOLED IN ,ETAIL B?SINESS

There are of course) considerable risks in retail banking. They are $

&a' -atabases on credit history are large.

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&b' #ollection mechanisms are poor.

&c' Investments in technology are large.

&d' perating efficiency level needs to be very high.

&e' Cnlike corporate banking) retail banking involves a large number of

small accounts.

&f' -emands on processing capabilities are higher.

&g' 3etail segment is not something you can get into overnight.

&h' The right systems and the right L architecture needs to be put in place

first.

Gnra" c-aractristics o$ rtai" !anking markts &

The supply side of retail banking markets shows common features that aretypical for banking markets in general. The main difference between retail

banking and other banking fields is the fragmented demand side of the first)

comprising individual consumers and small enterprises. In the following) the

characteristics of the supply and demand sides of the market will thus be

discussed separately.

The demand9side of retail banking markets is) as would be expected)

fragmented. 0ank customers are often faced with information asymmetry)

i.e. lack of full information about the products and services on offer and

hence cannot make meaningful comparisons. 6oreover) there are numerous

barriers to customer mobility &e.g. tying and bundling of products) switchingcosts such as closure charges) etc.' that result in a certain reluctance to

switch suppliers) hence making price competition less efficient.

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,gu"ation o$ rtai" !anking &

*cross the ::*) competition authorities are increasingly turning their

attention to banking markets. #ompetition authorities in both Iceland and(orway have dealt with several cases involving retail banking markets over

the years.;4 It is by now firmly established that ::* competition law

applies to the banking sector.

ne tool of prudential regulation is entry regulation by means of bank

license requirements. This is explainable by the rules on own funds

adequacy. /owever) the promotion of stability and the avoidance of a

systemic crisis cannot %ustify all occurring entry restrictions. +uch

restrictions may also be used by governments to prevent foreign entries or

takeovers and thus impede effective competition. *nother regulatory issuethat also affects market entry concerns specific rules on the ownership and

activity of certain types of banks such as savings banks and co9operative

banks.

The *uthority scrutiniFes advantages provided to certain financial

institutions by means of +tate aid control in order to ensure a level

playing field for all market participants and to enhance undistorted

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competition. In particular) the *uthority ensures that public and private

institutions operate under similar conditions by removing unlimited

state guarantees or fiscal advantages favoring particular banks and by

applying the so9called 6arket :conomy Investor "rinciple &6:I"'.

Dri(rs O$ ,tai" Gro%t-&

#/*(,I(, #(+C6:3 -:6,3*"/I#+

,rowing disposable incomes

Boungest population in the world

Increasing literacy levels

/igher adaptability to technology

,rowing consumerism

Aiscal incentives for home loans

#hanging mindsets9willingness to borrowlend

-esire to improve lifestyles

0anks vying for higher market share

:utur O$ ,tai" Banking&

The accelerated retail growth has been on a historically low base

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"enetration continues to be significantly low compared to global

bench marks

+hare of retail credit expected to grow from >>E to @E

3etail credit expected to grow to 3s.5!5)


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ISION 5 MISSION AND AL?ES O: SBI

Im'ortanc O$ ision5 Mission5 and a"us:

Gision) 6ission and Galues are the beacon lights by which organiFations

world over set their strategies and then align their everyday priorities.

Together these statements define the essential rganiFation$ its purpose) its

philosophy and its form..

W-# ision5 Mission a"us

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# The destination we want to reach is our vision.# =e normally have a reason for embarking on a %ourney. This is our

mission.# The underlying valuesthat guide the way in which we travel towards

our destination.

W-at is ision

# The Gision acts as a source of constant inspiration) a guidinglight for the future.

# The Gision statement presents a picture of the desirablefuture.

W-at is Mission

# The mission puts the vision in action.# It is what you do to actualiFe your vision$ your plans) your strategies)

your targets) your numbers) and your activities.

# It concentrates on the presentJ it gives us an insight into the effort anddirection required to achieve the desired future.

W-# Mission Statmnt

# .Mission statmnt -"'s %9$ "rioritiFe what is important to the organiFation.$ "rovides an inspiring statement of our ideals.

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$ a shared and compelling picture of the future that everyone canbelieve in and work towards achieving as a team.

W-at ar a"us?

# Galues are the basis on which you shape your actions so that your

vision can be reached.

O?, ISION&

6B +0I

6B #C+T6:3 AI3+T

6B +0I$ AI3+T I( #C+T6:3 +*TI+A*#TI(

MISSION&

# =e will be prompt) polite and proactive with our customers.

# =e will speak the language of young India.

# =e will create products and services that help our customers achieve

their goals.

# =e will go beyond the call of duty to make our customers feel valued.

# =e will be of service even in the remotest part of our country.

# =e will offer excellence in services to those abroad as much as we do

to those in India.# =e will imbibe state of the art technology to drive excellence.

AL?ES &

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# =e will always be honest) transparent and ethical.

# =e will respect our customers and fellow associates.

# =e will be knowledge driven.

# =e will learn and we will share our learning.# =e will never take the easy way out.

# =e will do everything we can to contribute to the community we

work in.

# =e will nurture pride in India.

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ANA!"SIS

@5


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OF

T#E DATACO!!ECTED

T#RO$%#T#E

&$ESTIONNAIR

E

TABLE


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F?ICK

,ES;ONSE

/9

GOOD C?STOME, ,ELATION

/4

ET,A :ACILIT= :O, EISTING C?STOME,

16

INTE,;,ETATION

Out o$ 022 customrs5 /9 o$ t-m said t-at t-# 'ct CI#H

3:+"(+:$rom t- SBI !ank5 /4 said t-# 'ct ,-#C+T6:33:1*TI(and 16 customrs said t-at t-# 'ct :NT3* A*#I1ITB

A3 :NI+TI(, #C+T6:3.

TABLE


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INTE,;,ETATION

ut of ; were found +*TI+AI:- after taking loan from +0I

) @4 #ustomer were (36*1B satisfied from +0I and >4 were

-I++*TI+AI:- because of interest charged) and behavior of the employee.

TABLE


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=ES 79J

NO /1J

Intr'rtation&

ut of ;

would not like to take another loan from +0I.

TABLE


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Intr'rtation&

ut of ; said trust) > said advertisement)>> said easy

availability and rest >< said friends and relatives about the influence factor

to taking loan from +0I.

TABLE


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Intr'rtation&

ut of ; peoples said good) @< people saidexcellent and rest >2 people said average about the processing

procedure while availing the loan.

TABLE


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The given "ie chart shows the co9operation of thebank employees in processing and helping in

documentation$

Intr'rtation&

ut of ;; said

excellent and >4 peoples said average about co9operation of

employees in processing and documentation.

4>


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TABLE


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44


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45


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CONCL?SION

+0I is providing good services to the clients during

sanctioning the loan. They cooperate with the clients to

given maximum benefits. -ifferent banks offer same

product but services only aspect) which differentiate banks

products. +ervices through corporate banking) personal

banking +0I reaches among the maximum number of

customers across the country and 6ore than averagenumber of customers were found satisfied by the offered

services of +0I.

4


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:INDINGS

;' #ustomers were satisfied from the quick response and

good customer relationship.

>' #ustomer found employees of +0I very helpful and

cooperative.

@' #ustomer are more influenced for taking loan from+0I because of trust) customers have on +0I.

4' #ustomer found the procedure of availing loan simple

and hassle free.

4!


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,ECOMMENDATION

Their should be a separate section to deal with

the customer queries and other responses.

=hen a customer comes to know about the

product one should say more about its value and

benefits.

42


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47


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F?ESTIONNAI,E

Dar Sir@ Madam5

As 'art o$ m# BBA curricu"um5 I5 A!-is-k D%i(di5 am

conducting a markt rsarc- rgarding t- markting o$ rtai" !anking

$or %-ic- I nd #our 'rsona" (i%s rgarding !anking 'roducts

sr(ics in s-a' o$ a >ustionnair dsignd !# m. T- data !ing

co""ctd ar so""# $or acadmic 'ur'os. I r>ust #ou to kind"# tnd

#our co


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7+ W-at in$"unc #ou at taking "oan $rom SBI

A+ Ad(rtismnt B+ :rind@,"ati(

C+ Eas# a(ai"a!i"it# "oan D+ Trust

4+ o% do #ou $ind t- 'rocssing 'rocdur %-i" a(ai"ing t- "oan

A+ Ec""nt B+ Good C+ A(rag

9+ o% do #ou $ind t- coo'ration o$ t- !ank m'"o#s in 'rocssing

and -"'ing #ou %it- documntation


3+ o% do #ou $ind t- intrst rat c-argd u'on t- "oan a(ai"a!"


02+ Wou"d #ou "ik to tak anot-r "oan $rom SBI in $utur

A+ =s B+ No

00+ =our o(ra"" "(" o$ satis$action %it- SB"&

A+ Satis$id B+ Norma" C+ Dissatis$id

TANKS

5;


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,$rncs&

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