SUMMER TRAINING REPORT

ON

“IMPACT OF SBI RETAIL BANKING ON CUSTOMER

SATISFACTION IN DARBHANGA”

AT
STATE BANK OF INDIA
DARBHANGA

Prepared by:
VIVEK KUMAR
ENROLLMENT NO-08SM022
BATCH 2008-10

Under the Guidance of

Company Guide Internal Guide

Mr.S.B.Kanth Prof. Tanmoy De
 INSTITUTE OF MANGEMENT AND INFORMATION
SCIENCE , BHUBNESWAR

DECLARATION

I hereby declare that this project work entitled “Impact of SBI Retail
Banking on customer Satisfaction” is my original work, carried out
under the guidance of my faculty guide Prof. Tanmoy De and my
company guide Mr. S.B.Kanth and has not been submitted to any
other institute/ university or any organization apart from SBI,
Darbhanga and IMIS – Bhubaneswar (INSTITUTE OF
MANAGEMENT AND INFORMATION SCIENCE –
BHUBANESWAR).

Signature
Vivek Kumar

5
 ACKNOWLEDGEMENT

To acknowledge all the persons who had helped for the fulfillment of the
project is not possible for any researcher but in spite of all that, it becomes a
foremost responsibility of the researcher and also the part of research ethics
to acknowledge those who had played a great role for the completion of the
project.

So in the same sequence at very first, I

would like to acknowledge my parents because of whom I got the existence
in the world for the inception and the conception of this project. Later on I
would like to confer the flower of acknowledgement to Mr. Tanmoy
De and other faculty members who taught me that how to do project
through appropriate tools and techniques. Because SBI has trusted me and
given me a chance to do my integrated research study, I would like to give
hanks to the organization and especially to Mr. S.B.Kanth, Regional
Manager, SBI, Darbhanga from the depth of my heart.

Rest all those people who helped me are not only

matter of acknowledgement but also authorized for sharing my success.

VIVEK KUMAR
PGDSM
2008-10

6
Executive Summary:

The undergone project is a part of the training period of eight week, which I
had in STATE BANK OF INDIA , DARBHANGA . Mr. S.B Kanth
(Regional Manager) was my organizational guide and Mr. Tanmoy dey was
my internal guide .
Banking Industry is basically my concern industry, to work for this was
really a complex, and hectic task .I took the challenge and approach with the
project “IMPACT OF SBI RETAIL BANKING ON CUSTOMER
SATISFACTION”.
Sample size: Data was collected from 100 customer of SBI, Darbhanga.

The main objective of the project is

1) To find out what type of problem customer are facing related to service
delivered by SBI.
2) To find out the level of customer satisfaction from the product marketing
of SBI retail banking.

At the end I concluded from the project that customer availing loan from SBI
are satisfied from the Service and the Employee cooperation as well as the
whole loan procedure was so supportive that they want to avail loan in future
from SBI only.

7
 CONTENTS

Certificate

Declaration

Acknowledgement

List of Illustrations/Tables

Abstract

Chapter 1

1.1 Objectives, Scopes, and Limitations

1.2 Research Methodology

Chapter 2

2.1 Introduction to Banking

2.2 Introduction to State Bank of India
2.3 State Bank Today
2.4 State Bank Group
2.5 Retail Banking
2.6 Vision, Mission and Values
Chapter 3

3.1 Interpretation of PIE and BAR chart.

Chapter 4

8
Conclusions
4.1 Conclusion/Findings
4.2 Recommendations

References

9
 OBJECTIVE
The main objective of this project is to study the awareness of the
satisfaction of customers regarding the SBI Retail Banking .During
this summer internship program period I have to achieve some thing,
which is helpful for my career, and some value addition to the
Banking Company. It gives me good opportunity to expose and
creating good impression of corporate mind.

1) To find out what type of problem customer are facing related to service
delivered by SBI.
2) To find out the level of customer satisfaction from the product marketing
of SBI retail banking.

SCOPE
Money is the centre of world economy and Bank works as a central point
for money. Banking industry is a very growing industry and among all the
banks, particularly SBI is doing very well. In this time of global recession
where the other companies are laying off their staffs but SBI has recruited
more than 20000 employees in the year 2008.So there is a huge potential for
getting jobs in SBI.

LIMITATIONS
1) The survey was conducted in the Darbhanga.

10
 2) Target customers and respondents were too busy persons, so it was
difficult to get their time and view for specific questions.
3) Area covered for the project while doing job also was very large and it
was very difficult to correlate two different customers / respondents’
views in a one.
Every financial customer has his / her own need and according to the
requirements of the customer product customization was not possible.

11
 Research Methodology:
The Research and Methodology adopted for the present study has
been systematic and was done in accordance to the objectives set
which has been detailed as below.

Research Definition

Research is a process in which the researcher wishes to find out the

end result for a given problem and thus the solution helps in future
course of action.
According to Redman & Mory, research is defined as a “Systemized
effort to gain new knowledge”.

Research Design:
According to “Claire Seltiz”, a research design is the arrangement of
condition and analysis of data in manner that aims to combine
relevance to the research purpose with economy in procedure.

Nature of Research:
Research is basically of two types.
1. Descriptive research
2. Explorative research
1. Descriptive Research:
.

12
My research design is descriptive as descriptive research –

• Describe the characteristics of certain groups/ samples /

populations.
• Estimate proportions in specified populations.
• Make specific predictions.

Determining sources of Data:

There are two main sources of data
1. Primary data
2. Secondary data

Primary Data: It consists of original information’s collected for

specific
Purpose. Primary data for this research, data are collected through a
direct source like survey to obtain the first hand information is others
resources are written below.

• Survey.
• Face to face interaction.

Secondary Data: It consists of information that already exists

somewhere and has been collected for some specific purpose in the
study. The secondary data for this study is collected from various
sources like,
• Books.
• Website.
• Newspaper.
• Financial Magazine. ( weekly , business world etc)

Questionnaire:

Sample Size: Total sample size is 100

Questionnaire Development:

13
Questionnaire is the most common instrument in collecting primary
data. In order to gather primary data from viewers. The present
questionnaire consists closed ended type of questions.

Sampling-
Sampling is that part of statistical practice concerned with the
selection of individual observations intended to yield some knowledge
about a population of concern, especially for the purposes of
statistical inference.
In my survey, I have taken convenience sampling.
My sampling is probability sampling as probability sampling that has
been selected using simple random selection each unit in the
population has a known chance of being selected.

Moreover, my sampling technique is simple random technique as in

simple Random sampling; each unit of the population has an equal
probability of inclusion in the sample. In my survey, each respondent
have equal opportunity to be selected and the data, which I collected,
was from customers of SBI who had taken loan.

14
15
 Introduction to Banking
Customers are broadly classified into two:

 Personal Customers: Individuals having accounts singly or jointly

(including minors)

 Non Personal Customers: Non individual customers like Proprietary

concerns, Partnerships, Companies, Trusts, Associations, Clubs,
Societies, Institutions, Govt. Departments, NGOs, SHG etc.

Accounts are broadly classified into two:

 Customer accounts (external accounts) : Deposit accounts (Savings

Bank, Current Account etc), Loan Accounts (Demand Loan, Term
Loan etc) and Contingent accounts (Bank Guarantee etc)

 Office accounts. (Internal accounts): Cash Balance accounts, fixed

assets account, Drafts account, Sundry Deposit account, Interest
account etc.

Basic Deposits Account:

16
  Savings Bank : Running account for saving with restriction in
number of withdrawal
 Current Account: Running account without restriction on number of
withdrawals
 Term Deposit : Deposit of an amount for a fixed period where
interest is paid monthly/Quarterly
 Special Term Deposit : Deposit of an amount for a fixed period
where interest is compounded
(Capitalized) and paid on maturity.
 Recurring Deposit: Regular (Monthly) deposit of a fixed amount for
a fixed period.

Types of Loan Account:

 Overdraft
 Demand Loan
 Term Loan
 Cash Credit

Overdraft:

 A Current account when permitted to overdraw (allowing withdrawal

more than deposited or without deposits ) becomes an overdraft
account
 Can be operated by cheque, ATM, INB
 A type of advance of temporary nature/ to valued clients sometimes
against Term Deposit, NSC etc.
 A running account where further withdrawals (debits) can be
permitted as and when deposits (credits) come.

Demand Loan:
 Basically an advance payable on demand.
 Payment in installments also generally allowed.
 Given against Bank deposits, NSCs, Insurance policies
 Gold loans and Pension Loans are given as Demand loans

17
  Only one Debit allowed for disbursement. Cannot be operated by
cheque & ATM.

Term Loan:
 Loan payable as per pre-determined installments over a fixed term.
 Extended for acquisition of assets like house, car, land, building, Plant
& Machinery etc.
 Installments are to be paid out of the income of the person in case of
Personal Segment loans
 Installments are to be paid out of the income of the activity financed
in case of non-personal segment loans.

Cash Credit:
 An advance facility for financing the working capital needs of
commercial activities.
 A running account on the lines of Overdraft.
 An account where all the receipts and payments of the activity on
account of day-to-day operations are expected to be reflected.
 Extended against the stocks and receivables of the unit. (Stocks: raw
materials, semi finished goods, finished goods etc, Receivable means
money to be received towards sales).

Security and Margin:

 The physical or financial asset for / against which the advance is made
is referred as security. A car is a security for which a car loan is given.
 Assets acquired out of bank finance is called primary security. Any
additional security offered by the borrower is called collateral.
However, in CBS parlance all securities are referred as collaterals.
 The amount contributed by the borrower to the project cost / the
percentage value of the assets owned by him is referred as margin.

Charge:

 An 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 Charge.

18
  Lien, Pledge, Hypothecation and Mortgage are different types of
charges applicable to different types of securities.

Transaction:

There are three types of transactions:

 Cash: Where receipt payment of physical cash is involved

 Transfer: Where funds are transferred from one account to another
account without
 Clearing: Transfer transactions where funds are exchanged with other
banks through clearing

Introduction to State Bank of India:

Evolution of SBI:
 Born as Bank of Calcutta (2 June 1806).
 Renamed Bank of Bengal (2 January 1809).
 Bank of Bombay (15 April 1840).
 Bank of Madras (1 July 1843).
 All three were called Presidency Banks.
 Amalgamated as Imperial Bank of India on 27 January 1921.

Birth of SBI:

 An Act was passed in Parliament in May 1955 and the State Bank of
India was constituted on 1 July 1955.
 State Bank of India (Subsidiary Banks) Act was passed in 1959,
enabling the State Bank of India to take over eight former State-
associated banks as its subsidiaries (later named Associates).
 State Bank of India was thus born with a new sense of social purpose
with 480 offices, 3 Local Head Offices and a Central Office.

History of SBI:

19
The evolution of State Bank of India can be traced back to the first
decade of the 19th century. It began with the establishment of the
Bank of Calcutta in Calcutta, on 2 June 1806. The bank was
redesigned as the Bank of Bengal, three years later, on 2nd January
1809. It was the first ever joint-stock bank of the British India,
established under the sponsorship of the Government of Bengal.
Subsequently, the Bank of Bombay (established on 15 April 1840)
and the Bank of Madras (established on 1 July 1843) followed the
Bank of Bengal. These three banks dominated the modern banking
scenario in India, until when they were amalgamated to form the
Imperial Bank of India, on 27 January 1921.

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

20
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.

State Bank Today

(Rupees in Crores)
BALANCE SHEET AS AT 31ST MARCH 2009
Balance Sheet size 7,21,526
Aggregate Deposits 5,37,404
Total Advances 4,16,768
Capital Funds 69,762.64
Net Profit 6,729.12
Paid-up Capital 631.47

(In percentage terms)

BALANCE SHEET AS AT 31ST MARCH 2009
Yield on Advances (Domestic) 9.90
Cost of Deposits (Domestic) 5.59
Net Interest Margin 3.07
Gross NPA Ratio 3.04

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Net NPA Ratio 1.78
Capital Adequacy Ratio 13.47
Return on Average Assets 1.01

AS AT 31ST MARCH 2009

No. of Branches 10,186
No. of Foreign Offices 84
No. of Branches on CBS All Branches
No. of employees 1,79,205
No. of ATMs > 8,000

 The Bank handles almost the entire gamut of financial services.

It is a financial supermarket.
 The Bank extends banking services to:
 Corporate Sector
 SMEs
 Rural sector, especially Agriculture and
allied activities
 Retail sector, i.e., Personal Segment
 The Bank has designed both Deposits as well as Advances
products for specific segments as per their requirements.
 The loans range from Rs.100/- to say, Rs. 10,000 crores.

22
 STATE BANK GROUP:

ASSOCIATE BANKS
 State Bank of India has the following 6 Associate Banks (ABs)
with controlling interest ranging from 75% to 100%:
 State Bank of Bikaner and Jaipur (SBBJ)
 State Bank of Hyderabad (SBH)
 State Bank of Indore (SBIn)
 State Bank of Mysore (SBM)
 State Bank of Patiala (SBP)
 State Bank of Travancore (SBT)
 The six ABs have a combined network of 4596 branches in
India, which are fully computerized and on CBS.
 The ABs has 1070 ATMs, which are networked with SBI ATMs,
providing value added services to clientele.

FOREIGN BANKING SUBSIDIARIES

23
  State Bank of India has the following Foreign Banking
Subsidiaries:

 State Bank of India (Canada)

 SBI International (Mauritius) Ltd.
 State Bank of India (California)
 Indian Ocean International Bank Ltd.
 Commercial Bank of India LLC, Moscow
 PT Bank Indo Monex

NON-BANKING SUBSIDIARIES / JOINT VENTURES

 State Bank of India has the following Non-Banking

Subsidiaries / Joint Ventures:

 SBI Capital Markets Ltd. (SBICAP)

 SBICAP Securities Ltd. (SSL)
 SBICAPS Ventures Ltd. (SVL)
 SBICAP (UK) Ltd.
 SBI Funds Management Pvt. Ltd. (SBIFMPL)
 SBI Factors & Commercial Services Pvt. Ltd.
(SBIFACTORS)
 SBI DFHI Ltd.
 SBI Cards & Payment Services Pvt. Ltd.
(SBICSPL)
 SBI Life Insurance Company Ltd. (SBILIFE)
 Global Trade Finance Ltd. (GTFL)
 SBI Mutual Funds Trustee Company Pvt. Ltd.

OTHERS

24
  In addition to these, there are other Subsidiaries / Jointly
Controlled Entities such as:

 SBI Commercial and International Bank Ltd.

 SBICAP (UK) Ltd.
 SBI Funds Management (International) Ltd.
 GE Capital Business Process Mgmt. Services
Pvt. Ltd.
 C-Edge Technologies Ltd.

All these together constitute this mammoth organization the

“STATE BANK”.

RETAIL BANKING

Retail banking refers to banking in which banking institutions execute

transactions directly with consumers, rather than corporations or other banks.
Services offered include: savings and checking accounts, mortgages,
personal loans, debit cards, credit cards, and so forth or it is a typical
mass-market banking where individual customers use
local branches of larger commercial banks.

Retail Banking has wider connotation and is not the same as that of retail
lending. Retail Banking refers to the efforts of the bankers to reach up to the
customers on both fronts of the balance sheet i.e., Liabilities side as well as
Assets side. Under the liabilities side, we have deposits. Under the assets
side, we have credit schemes of the various banks. The job of the banker has
become very difficult in this segment too. Bankers today are offering various
sops to attract the potential customers.

Defining retail banking activity :

25
Retail banking activity is commonly understood to comprise:
• banking services for consumers (individuals/private households) and
• banking services for small- and medium-sized enterprises (SMEs).

The delineation of each of these two segments, however, is not standardized

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
specialized banks, for example, services for wealthy individuals and
households fall under the so-called segment of private banking. Moreover,
whether a certain size category of SMEs belongs to the segment of retail
banking or the segment of corporate banking varies from bank to bank.
In order to reduce this complexity, the Authority has used the following
definitions for the purposes of the sector inquiry:
• Personal banking, i.e. banking products and services for consumers
including current accounts (and related services such as ATM, direct debit
and credit transfers), sight deposits and other savings accounts, credit
lines/overdrafts (no limits on individual asset size) and consumer loans;
• business banking, i.e. banking services for enterprises up to a maximum
turnover of EUR 10 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 ‘SME banking’ or ‘SME customers’ for
this sub-segment.
In carrying out the inquiry and, for instance, addressing comprehensive
questionnaires to banks in the EFTA States, the Authority 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 SME business even where they may be narrower in scope.

Retail banking products and services :

Within the two segments mentioned above, the Authority has focused on the
following main products:
• Within the segment of banking services for consumers, three sets of retail
banking products form the core of the sector inquiry:
i)Current accounts – the bank account which individuals use for
most of their household transactions such as receiving wages or
paying bills.

26
 ii) Deposit accounts – an account which individuals use for saving.
The accounts provide instant (‘sight deposits’) or time-limited (‘time
deposits’) access to funds.
iii) Consumer term loans – a loan account operating for a
specified 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 (SMEs) focuses on:
i) Current accounts – the bank account which SMEs use for the
bulk of the payments they make and receive.
ii) Term loans - a loan account operating for a specified time period,
which an SME uses to finance its business expenditure.
iii)Credit lines – an open-ended facility which incorporates the
credit element of a loan – enabling SMEs to draw down finance –
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 SMEs such as leasing (which involves a
bank’s paying for part or all of the cost of a capital asset for an SME and the
bank then leases this asset to the SME).
Together with the retail banking products specified above, the sector inquiry
also analyses payments systems, since they form the core of money
transmission services in personal and SME banking, and are significant
structures within the retail banking sector as a whole.

General characteristics of retail banking markets :

The supply side of retail banking markets shows common features that are
typical 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 demand-side of retail banking markets is, as would be expected,
fragmented. Bank customers are often faced with information asymmetry,

27
i.e. lack of full information about the products and services on offer and
hence cannot make meaningful comparisons. Moreover, there are numerous
barriers to customer mobility (e.g. tying and bundling of products, switching
costs such as closure charges, etc.) that result in a certain reluctance to
switch suppliers, hence making price competition less efficient.

Regulation of retail banking :

Across the EEA, competition authorities are increasingly turning their

attention to banking markets. Competition authorities in both Iceland and
Norway have dealt with several cases involving retail banking markets over
the years.14 It is by now firmly established that EEA competition law
applies to the banking sector.
One tool of prudential regulation is entry regulation by means of bank
license requirements. This is explainable by the rules on own funds
adequacy. However, the promotion of stability and the avoidance of a
systemic crisis cannot justify all occurring entry restrictions. Such
restrictions may also be used by governments to prevent foreign entries or
takeovers and thus impede effective competition. Another regulatory issue
that also affects market entry concerns specific rules on the ownership and
activity of certain types of banks such as savings banks and co-operative
banks.
The Authority scrutinizes advantages provided to certain financial
institutions by means of State aid control in order to ensure a level
playing field for all market participants and to enhance undistorted
competition. In particular, the Authority 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 so-called Market Economy Investor Principle (MEIP).

Drivers Of Retail Growth:

CHANGING CONSUMER DEMOGRAPHICS

 Growing disposable incomes
 Youngest population in the world
 Increasing literacy levels

28
  Higher adaptability to technology
 Growing consumerism
 Fiscal incentives for home loans
 Changing mindsets-willingness to borrow/lend
 Desire to improve lifestyles
 Banks vying for higher market share

Future Of Retail Banking:

 The accelerated retail growth has been on a historically low base

 Penetration continues to be significantly low compared to global

bench marks

 Share of retail credit expected to grow from 22% to 36%

 Retail credit expected to grow to Rs.575,000 crs by 2010 at an annual

growth rate of 25%

 Dramatic changes expected in the credit portfolio of Banks in the next

5 years

 Housing will continue to be the biggest growth segment, followed by

Auto loans
 Banks need to expand and diversify by focussing on non urban
segment as well as varied income and demographic groups
 Rural areas offer tremendous potential too which needs to be exploited

Challenges:
 Sustaining Customer loyalty

 NPA reduction & Fraud prevention

 Avoiding Debt Trap for customers

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  Bringing Rural masses into mainstream banking

VISION , MISSION AND VALUES OF SBI

Importance Of Vision, Mission, and Values:

Vision, Mission and Values are the beacon lights by which

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

Together these statements define the essential Organization: its

purpose, its philosophy and its form..

Why Vision, Mission & Values?

• The destination we want to reach is our vision.

30
 • We normally have a reason for embarking on a journey. This is
our mission.
• The underlying values that guide the way in which we travel
towards our destination.

What is Vision?

• The Vision acts as a source of constant inspiration, a guiding

light for the future.
• The Vision statement presents a picture of the desirable future.

What is Mission?

• The mission puts the vision in action.

• It is what you do to actualize your vision: your plans, your
strategies, your targets, your numbers, and your activities.
• It concentrates on the present; it gives us an insight into the
effort and direction required to achieve the desired future.

Why Mission Statement?

31
 • .Mission statement helps we-
– Prioritize what is important to the organization.
– Provides an inspiring statement of our ideals.
– a shared and compelling picture of the future that
everyone can believe in and work towards achieving as a
team.

What are Values?

• Values are the basis on which you shape your actions so that
your vision can be reached.

OUR VISION:

MY SBI

MY CUSTOMER FIRST

MY SBI: FIRST IN CUSTOMER SATISFACTION

MISSION:

32
 • We will be prompt, polite and proactive with our customers.
• We will speak the language of young India.
• We will create products and services that help our customers
achieve their goals.
• We will go beyond the call of duty to make our customers feel
valued.
• We will be of service even in the remotest part of our country.
• We will offer excellence in services to those abroad as much as
we do to those in India.
• We will imbibe state of the art technology to drive excellence.

VALUES :

• We will always be honest, transparent and ethical.

• We will respect our customers and fellow associates.
• We will be knowledge driven.
• We will learn and we will share our learning.
• We will never take the easy way out.
• We will do everything we can to contribute to the community we
work in.
• We will nurture pride in India.

33
34
 ANALYSIS OF THE DATA COLLECTED THROUGH
THE QUESTIONNAIRE

I have analyzed the data collected through the questionnaire and have
classified the data into tables.

TABLE-I

The given below BAR graph shows the response of 100 customer.

35
 SERVICES EXPECTED FROM SBI

QUICK
RESPONSE 38
GOOD CUSTOMER RELATION 37
EXTRA FACILITY FOR EXISTING CUSTOMER 25

INTERPRETATION

Out of 100 customers, 38 of them said that they expect QUICK

RESPONSE from the SBI bank, 37 said they expect GOOD CUSTOMER
RELATION and 25 customers said that they expect EXTRA FACILITY
FOR EXISTING CUSTOMER.

TABLE-II

The given below Bar chart shows the “SATISFACTION LEVEL OF

CUSTOMER AFTER AVAILING LOAN”

SATISFACTION AFTER
AVAILING LOAN

4
SATISFIED 2
3
NORMAL 4
2 36
DISSATISFIED 4
 45
40
35
30
25
20
15
10
5
0
SATISFIED NORMAL DISSATISFIED

INTERPRETATION

Out of 100 customers 42 were found SATISFIED after taking loan from SBI
, 34 Customer were NORMALY satisfied from SBI and 24 were
DISSATISFIED because of interest charged, and behavior of the employee.

TABLE-III

• The given below Bar chart shows the “CUSTOMER WANTS

TO TAKE ANOTHER LOAN FROM SBI”

CUSTOMER WANTS TO TAKE ANOTHER

LOAN FROM SBI

YES 68%

37
 NO 32%

70

60

50

40 YES

30 NO

20

10

0
1 2

Interpretation:

Out of 100 customers, 68 would like to take another loan

from SBI but 32 would not like to take another loan from
SBI.

TABLE-IV

• The given Bar graph shows “THE INFLUENCING FACTOR

FOR TAKING LOAN FROM SBI ”

38
 INFLUENCING FACTOR FOR LOAN FROM
SBI

ADVERTISEMENT 26
FRIENDS 20
EASY AVAILABILITY OF LOAN 22
TRUST 32

35
30
25
20
15
10
5
0
INFLUE NCING
FA CTO R FO R
LO A N F RO M
SBI

A DV E RTIS E M E NT FRIE NDS

E A S Y A V A ILA B ILITY O F LO ATRUS
N T
TRUS T

Interpretation:
Out of 100 customers, 32 said trust, 26 said advertisement,22 said easy
availability and rest 20 said friends and relatives about the influence factor to
taking loan from SBI.

39
TABLE-V

The given Pie chart shows the processing procedure while availing loan:

28% 30%

Excellent
Good
Average

42%

Interpretation:
Out of 100 customers 42 peoples said good, 30 people said
excellent and rest 28 people said average about the processing
procedure while availing the loan.

40
TABLE-VI

• The given Pie chart shows the co-operation of the

bank employees in processing and helping in
documentation:

24% 21%

Excellent
Good
Average

55%

Interpretation:
Out of 100 customers 55 peoples said good, 21 said
excellent and 24 peoples said average about co-operation of
employees in processing and documentation.

41
TABLE-VII

• The given Pie chart shows the interest rate charged

upon the loan available:

15%

Excellent
49% Good
Average

36%

Interpretation:
Out of 100 people’s 49 said averages, 36 said good and 15
said excellent about the interest rate charged upon the loan
available.

42
43
 CONCLUSION

SBI is providing good services to the clients during

sanctioning the loan. They cooperate with the clients to
given maximum benefits. Different banks offer same
product but services only aspect, which differentiate banks
products. Services through corporate banking, personal
banking SBI reaches among the maximum number of
customers across the country and More than average
number of customers were found satisfied by the offered
services of SBI.

44
 FINDINGS
1) Customers were satisfied from the quick response and
good customer relationship.

2) Customer found employees of SBI very helpful and

cooperative.

3) Customer are more influenced for taking loan from

SBI because of trust, customers have on SBI.

4) Customer found the procedure of availing loan simple

and hassle free.

45
RECOMMENDATION
 Their should be a separate section to deal with the
customer queries and other responses.

 When a customer comes to know about the

product one should say more about its value and
benefits.

46
47
 QUESTIONNAIRE

Dear Sir/ Madam,

As part of my MBA curriculum, I, Vivek Kumar, am

conducting a market research regarding the marketing of retail banking
for which I need your personal views regarding banking products &
services in shape of a questionnaire designed by me. The data being
collected are solely for academic purpose. I request you to kindly extend
your co-operation.

1) Name: 2) Profession:

3) Age group :( plz tick)

A)18-30 yrs. B)31-40 yrs. C)41-50 yrs. D)51-60 yrs.

4) Annual Income (in Rs.):-

A) 60000-200000 b) 200000-400000 c) 400000-1000000 d)

Above 1000000

5) What kind of service or services do you expect from SBI?

A) Quick Response B) Good Customer Relation

C) Extra Facility for Existing Customer

6) What influence you at taking loan from SBI?

48
A) Advertisement B) Friend/Relative

C) Easy availability loan D) Trust

7) How do you find the processing procedure while availing the loan?

A) Excellent B) Good C) Average

8) How do you find the cooperation of the bank employees in processing

and helping you with documentation?

A) Excellent B) Good C) Average

9) How do you find the interest rate charged upon the loan available?

A) Excellent B) Good C) Average

10) Would you like to take another loan from SBI in future?

A) Yes B) No

11) Your overall level of satisfaction with SBl:

A) Satisfied B) Normal C) Dissatisfied

THANKS

49
References:

www.sbi.co.in
Banking Law and Practices (S.N.Maheswari)
The Economic Times

50