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A STUDY ON SERVICE MARKETING

With reference to

STATE BANK OF INDIA

BALLARPUR

Project report submitted to Andhra University, Visakhapatnam in partial

Fulfillment for the Award of the Degree in

MASTER OF BUSINESS ADMINISTRATION

By

B.GEETAVANI

(Regd.No. 2085!0000"#

Under the esteemed guidance of

Mr.K.BALA KRISHNA, MBA

Assistant professor

Master of Business Administration epartment

DEPARTMENT OF MASTER OF BUSINESS ADMINISTRATION

ADIT$A INSTITUTE OF P.G STUDIES

(A%%&'&)ed *+ A,d- U,&/e&)+#

ADB ROAD1 SURAMPALEM1 E.G.DIST

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ADIT$A INSTITUTE OF P.G.STUDIES

(A%%&'&)ed )o A,d- U,&/e&)+#

ADB ROAD1 SURAMPALEM1 E.G. DIST

!"R#I$I!A#"

This is to certify that project report entitled A STUD$ ON SERVIE MARKETING

with reference to STATE BANK OF INDIAis a bona fide work done by

B.GEETAVANI with Regd. No.2085!0000" under my guidance and supervision during

May to une !""#. This project is submitted to AND3RA UNIVERSIT$in partial

fulfillment of the award of degree in MASTER OF BUSINESS ADMINISTRATION.

Po4e) g6&de 3ed o% )-e De7)e,)

Mr.$.%ala $rishna &rof..Nagendra $umar

'ssistant &rofessor (epartment of M%'

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(epartment of M%'

"!LARA#I%N

) do hereby declare that the project report entitled A STUD$ ON SERVIE

MARKETINGwith reference to *STATE BANK OF INDIA B''76 B,-1

-,d76 d&)1 M--) comprises of my own work. )t has not been submitted

fully or partly to this university or any other university earlier for the award of degree of

*Master of %usiness 'dministration+ or any other degree.

( B.GEETAVANI#

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A!KN%&L"'"M"N#S

) take this opportunity to e-press my immense gratitude to all the people who

rendered their valuable advice in bringing the project to function.

) would like to e-tend my sincere thanks to M.9.Nge,d K6 &rincipal1

ead of the (epartment MBA1 '()T/' )N0T)TT2 34 &.5. 0T()20 permitting me

to take up this project in 0T'T2 %'N$ 34 )N()'6 %allarpur

) e-press my gratitude to my guide M.K.B' :&-,6 4aculty6 (epartment of

M%'6 for her valuable support throughout my project work.

) respectfully e-press my gratitude to M.U.R.S3ENDE6 %ranch Manager 0T'T2

%'N$ 34 )N()'6 %allarpur for giving me an opportunity to undertake this project work

and M.$.Ve,:)e- 'sst Manager6 my project guide for his guidance and

encouragement during my entire summer training program

B.GEETAVANI

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Inde(

!hapter)* +)**

1. )ntroduction

!. 3bjectives to study

,. Methodology

7. Need for study

8. 9imitations

!hapter)

:. )ndustry profile 1,;!8

!hapter)-

;


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4uestionnaire 3/)30

INTRODUCTION

OBJECTIVES OF THE STUDY

NEED FOR THE STUDY

METHODOLOGY

LIMITATIONS OF THE STUDY

:


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INTRODUTION

S"R5I!" MARK"#IN'

0ervice marketing is the marketing based on relationship and value. )t may be used

to market a service or a product. The service sector accounts for more than 8"? of )ndia@s

5(&.

Marketing a service base business is different from marketing a good based

business. There are several major differences including the buyer purchase are intangible

the services may be based on reputation of a single person )t is more difficult to compare

the Auality of a similar service

The major differences in the education of service marketing verses regular

marketing is that instead of the traditional 7 &@s product price place promotion there are

additional &@ s consisting of people physical evidence and process.

0ervice marketing also includes the services cape referring to but not limited to the

aesthetic appearance of the business from the outside6 inside and general appearance of the

employees themselves.

0ervice marketing has been relatively gaining ground in the overall spectrum of

educational marketing as developed economies move farther away from industrial

importance to service orient economies. (eveloping a marketing strategy is much the same


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for product and services. %oth involve selecting target market and formulating a marketing

mi-.

OB9ETIVES OF STUD$

To know about various banking services provided by 0%) at %allarpur %ranch.

To know about the loan deposit and insurance services provided by 0%) at

%allarpur %ranch only

To get an idea about the special schemes laid down by 0%) for special purposes

To identify the categoriBation of services based upon the purpose

To study about various services provided to businessman or trade people and

Non;Resident )ndians

To know about special deposit schemes and other services available for poor

people

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#


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NEED FOR T3E STUD$

Marketing initially dealt with tangible goods and products. 9ater the importance of

services was identified. ' physical entity or product provided along with an efficient

service ensured a greater customer satisfaction.

0ince then service sector emerged as an industry growing at a much faster rate than

the other two sectors namely manufacturing and agriculture.

)n a highly competitive6 rapidly globaliBing environment6 the task of designing and

managing services has turned out challenging.

's mentioned earlier service sector accounts for more than 8"? of )ndia 5(&.

0ervice business increasingly fuels the world economy.

The primary aim of any marketing process is to ensured customer satisfaction. %ut

recent trend has changed. Now companies seed to develop a reputation for superior

performance in delivery6 a better and faster response to Aueries and a Auicker resolution of

complaints.

ence a separate study to know about services their features to process of designing

and managing services is very much essential.

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MET3ODOLOG$

*Methodology is a systematic procedure of collecting information in order to

analyBe and verify a phenomenon+. The collection of information is done through principal

source like primary source and secondary source.

PRIMAR$ SOURE;

&rimary source are those from which information is collected for the first time or

directly. The source from which provide data collected areC

&ersonal interaction with officials and bank employees

)nformation provided by e-ternal guide.

%y personal observation.

0urvey through Auestionnaire

SEONDAR$ SOURE;

0econdary data are second hand information collected from different source like

=ompany circulars to gather information about the new schemes

=ompany websites

%ank reports and various other documents

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LIMITATIONS OF T3E STUD$

The study is purely based on primary data which may have an error term

's the time span was limited 7" days the entire sample customer could not be

covered in the course of the study

's the survey is conducted for 1"" people which is considerably small sample the

findings may not be accurate

se of traditional analytical method may lead to certain deviations

(ifficulty in collection of accurate data as there is possibility of biased answers

from the respondents

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INDUSTRY PROFILE

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INDUSTR$ PROFILE

The )ndian %anking industry6 which is governed by the %anking Regulation 'ct of

)ndia6 1#7# can be broadly classified into two major categories6 non;scheduled banks and

scheduled banks. 0cheduled banks comprise commercial banks and the co;operative banks.

)n terms of ownership6 commercial banks can be further grouped into nationaliBed banks6

the 0tate %ank of )ndia and its group banks6 regional rural banks and private sector banks

Dthe oldE new domestic and foreignF. These banks have over :". 0ince then the number of scheduled commercial banks

increased four;fold and the number of bank branches increased eight;fold.

'fter the second phase of financial sector reforms and liberaliBation of the sector in

the early nineties6 the &ublic 0ector %anks D&0%F s found it e-tremely difficult to compete

with the new private sector banks and the foreign banks. The new private sector banks first

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made their appearance after the guidelines permitting them were issued in anuary 1##,.

2ight new private sector banks are presently in operation. These banks due to their late

start have access to state;of;the;art technology6 which in turn helps them to save on

manpower costs and provide better services.

(uring the year !"""6 the 0tate %ank 3f )ndia D0%)F and its < associates accounted

for a !8 percent share in deposits and !>.1 percent share in credit. The !" nationaliBed

banks accounted for 8,.! percent of the deposits and 7.71 percent6 ,.17 percent and 1!.>8 percent respectively in

credit during the year !""".

URRENT SENARIO

The industry is currently in a transition phase. 3n the one hand6 the &0%s6 which are

the mainstay of the )ndian %anking system are in the process of shedding their flab in

terms of e-cessive manpower6 e-cessive non &erforming 'ssets DNpasF and e-cessive

governmental eAuity6 while on the other hand the private sector banks are consolidating

themselves through mergers and acAuisitions. &0%s6 which currently account for more than

percent of total banking industry assets are saddled with N&'s Da mind;boggling Rs >,"

billion in !"""F6 falling revenues from traditional sources6 lack of modern technology and a

massive workforce while the new private sector banks are forging ahead and rewriting the

traditional banking business model by way of their sheer innovation and service. The &0%s

are of course currently working out challenging strategies even as !" percent of their

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massive employee strength has dwindled in the wake of the successful Goluntary

Retirement 0chemes DGR0F schemes.

The private players however cannot match the &0%@s great reach6 great siBe and

access to low cost deposits. Therefore one of the means for them to combat the &0%s has

been through the merger and acAuisition DMH 'F route. 3ver the last two years6 the

industry has witnessed several such instances. 4or instance6 dfc %ank@s merger with

Times %ank )cici %ank@s acAuisition of )T= =lassic6 'nagram 4inance and %ank of

Madura. =enturion %ank6 )ndusind %ank6 %ank of &unjab6 Gysya %ank are said to be on

the lookout. The T) bank; 5lobal Trust %ank merger however opened a &andora@s bo-

and brought about the realiBation that all was not well in the functioning of many of the

private sector banks.

&rivate sector %anks have pioneered internet banking6 phone banking6 anywhere

banking6 and mobile banking6 debit cards6 'utomatic Teller Machines D'TMsF and

combined various other services and integrated them into the mainstream banking arena6

while the &0%s are still grappling with disgruntled employees in the aftermath of

successful GR0 schemes. 'lso6 following )ndia@s commitment to the W To agreement in

respect of the services sector6 foreign banks6 including both new and the e-isting ones6

have been permitted to open up to 1! branches a year with effect from 1##>;## as against

the earlier stipulation of > branches.

Talks of government diluting their eAuity from 81 percent to ,, percent in

November !""" have also opened up a new opportunity for the takeover of even the &0%s.

The 4() rules being more rationaliBed in I14/"! may also pave the way for foreign banks

taking the MH ' route to acAuire willing )ndian partners.

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Meanwhile the economic and corporate sector slowdown has led to an increasing

number of banks focusing on the retail segment. Many of them are also entering the new

vistas of )nsurance. %anks with their phenomenal reach and a regular interface with the

retail investor are the best placed to enter into the insurance sector. %anks in )ndia have

been allowed to provide fee;based insurance services without risk participation invest in an

insurance company for providing infrastructure and services support and set up of a

separate joint;venture insurance company with risk participation.

AGGREGATE PERFORMANE OF T3E BANKING INDUSTR$

'ggregate deposits of scheduled commercial banks increased at a compounded

annual average growth rate D=agrF of 1 percent during 1#:#;##6 while bank credit

e-panded at a =agr of 1:., percent per annum. %anks@ investments in government and

other approved securities recorded a =agr of 1>.> percent per annum during the same

period.

)n 4/"1 the economic slowdown resulted in a 5ross (omestic &roduct D5(&F

growth of only :." percent as against the previous year@s :.7 percent. The W&) )nde- Da

measure of inflationF increased by


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grew by 7".


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the =ash Reserve Ratio D=RRF to stem the fall in the rupee against the dollar. The steady

fall in the interest rates resulted in sAueeBed margins for the banks in general.

GOVERNMENTAL POLI$

'fter the first phase and second phase of financial reforms6 in the 1#>"s commercial

banks began to function in a highly regulated environment6 with administered interest rate

structure6 Auantitative restrictions on credit flows6 high reserve reAuirements and

reservation of a significant proportion of lendable resources for the priority and the

government sectors. The restrictive regulatory norms led to the credit rationing for the

private sector and the interest rate controls led to the unproductive use of credit and low

levels of investment and growth. The resultant Jfinancial repression@ led to decline in

productivity and efficiency and erosion of profitability of the banking sector in general.

This was when the need to develop a sound commercial banking system was felt.

This was worked out mainly with the help of the recommendations of the =ommittee on

the 4inancial 0ystem D=hairmanC 0hri M. NarasimhamF6 1##1. The resultant financial

sector reforms called for interest rate fle-ibility for banks6 reduction in reserve

reAuirements6 and a number of structural measures. )nterest rates have thus been steadily

deregulated in the past few years with banks being free to fi- their &rime 9ending Rates

D&9RsF and deposit rates for most banking products. =redit market reforms included

introduction of new instruments of credit6 changes in the credit delivery system and

integration of functional roles of diverse players6 such as6 banks6 financial institutions and

non;banking financial companies DNbfcsF. (omestic &rivate 0ector %anks were allowed to

be set up6 &0%s were allowed to access the markets to shore up their =ars.

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IMPLIATIONS OF SOME REENT POLI$ MEASURES

The allowing of &0%s to shed manpower and dilution of eAuity are moves that will

lend greater autonomy to the industry. )n order to lend more depth to the capital markets

the R%) had in November !""" also changed the capital market e-posure norms from 8

percent of bank@s incremental deposits of the previous year to 8 percent of the bank@s total

domestic credit in the previous year. %ut this move did not have the desired effect6 as in6

while most banks kept away almost completely from the capital markets6 a few private

sector banks went overboard and e-ceeded limits and indulged in dubious stock market

deals. The chances of seeing banks making a comeback to the stock markets are therefore

Auite unlikely in the near future.

The move to increase 4oreign (irect )nvestment 4() limits to 7# percent from !"

percent during the first Auarter of this fiscal came as a welcome announcement to foreign

players wanting to get a foot hold in the )ndian Markets by investing in willing )ndian

partners who are starved of net worth to meet ='R norms. =eiling for 4)) investment in

companies was also increased from !7." percent to 7#." percent and have been included

within the ambit of 4() investment.

The abolishment of interest ta- of !." percent in budget !""1;"! will help banks

pass on the benefit to the borrowers on new loans leading to reduced costs and easier

lending rates. %anks will also benefit on the e-isting loans wherever the interest ta- cost

element has already been built into the terms of the loan. The reduction of interest rates on

various small savings schemes from 11 percent to #.8 percent in %udget !""1;"! was a

much awaited move for the banking industry and in keeping with the reducing interest rate

scenarioK however the small investor is not very happy with the move.

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0ome of the not so good measures however like reducing the limit for ta- deducted

at source DT(0F on interest income from deposits to Rs !68"" from the earlier level of Rs

1"6"""6 in %udget !""1;"!6 had met with disapproval from the banking fraternity who

feared that the move would prove counterproductive and lead to increased fragmentation of

deposits6 increased volumes and transaction costs. The limit was thankfully partially

restored to Rs 8""" at the time of passing the 4inance %ill in the &arliament.

APRIL 200!


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R$STAL GA=ING

3n the macro economic front6 5(& is e-pected to grow by :." to :.8 percent while

the projected e-pansion in broad money DM,F for !""1;"! is about 17.8 percent. =redit and

deposits are both e-pected to grow by 18;1: percent in 4/"!. )ndiaLs foreign e-change

reserves should reach 08"." billion in 4/"! and the )ndian rupee should hold steady.

The interest rates are likely to remain stable this fiscal based on an e-pected

downward trend in inflation rate6 sluggish pace of non;oil imports and likelihood of

declining global interest rates. The domestic banking industry is forecasted to witness a

higher degree of mergers and acAuisitions in the future. %anks are likely to opt for the

universal banking approach with a stronger retail approach. Technology and superior

customer service will continue to be the imperatives for success in this industry.

&ublic 0ector banks that imbibe new concepts in banking6 turn tech savvy6 leaner

and meaner post GR0 and obtain more autonomy by keeping governmental stake to the

minimum can succeed in effectively taking on the private sector banks by virtue of their

sheer siBe. Weaker &0 banks are unlikely to survive in the long run. =onseAuently6 they

are likely to be either acAuired by stronger players or will be forced to look out for other

strategies to infuse greater capital and optimiBe their operations.

4oreign banks are likely to succeed in their niche markets and be the innovators in

terms of technology introduction in the domestic scenario. The outlook for the private

sector banks indeed looks to be more promising vis;;vis other banks. While their focused

operations lower but more productive employee force etc will stand them good6 possible

acAuisitions of &0 banks will definitely give them the much needed scale of operations

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and access to lower cost of funds. These banks will continue to be the early technology

adopters in the industry6 thus increasing their efficiencies. 'lso6 they have been amongst

the first movers in the lucrative insurance segment. 'lready6 banks such as )cici %ank and

dfc %ank have forged alliances with &rudential 9ife and 0tandard 9ife respectively. This

is one segment that is likely to witness a greater deal of action in the future. )n the near

term6 the low interest rate scenario is likely to affect the spreads of majors. This is likely to

result in a greater focus on better asset;liability management procedures. =onseAuently6

only banks that strive hard to increase their share of fee;based revenues are likely to do

better in the future.

VISION OF BANKS IN INDIA

The banking scenario in )ndia has already gained all the momentum6 with the

domestic and international banks gathering pace. The focus of all banks in )ndia has shifted

their approach to LcostL6 determined by revenue minus profit. This means that all the

resources should be used efficiently to better the productivity and ensure a win;win

situation. To survive in the long run6 it is essential to focus on cost saving. &reviously6

banks focused on the LrevenueL model which is eAual to cost plus profit. &ost the banking

reforms6 banks shifted their approach to the LprofitL model6 which meant that banks aimed at

higher profit ma-imiBation.

FOUS OF BANKS IN INDIA

The banking industry is slated for growth in future with a more Aualitative rather

than Auantitative approach. The total assets of all scheduled commercial banks by end;

March !"1" is projected to touch Rs 7"6 #"6""" crore. This is going to comprise around

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:8? of 5(& at current market prices as compared to :


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the )ndian banking industry is probable to augment from 0 7.> billion in !""8 to 0 !"

billion in !"1" and further to 0 7" billion by !"18. This growth and e-pansion pace

would be driven by the chunk of middle class population. The increase in the number of

private banks6 the domestic credit market of )ndia is estimated to grow from 0 ".7

trillion in !""7 to 0 !, trillion by !"8". Third largest banking hub of the globe by !"7"

; is that vision too far awayO

%anks in )ndia

'-is %ank

'llahabad %ank

'merican 2-press %ank 9td

'ndhra %ank

'%N 'MR3 %ank

%ank Muscat D0 ' 3 5F

%ank of 'merica

%ank of )ndia

%ank of %aroda )ndia

%arclays %ank &9=

=anara %ank )ndia

=enturion %ank 9td

=itibank

=orporation %ank

=eylon %ank

=atholic 0yrian %ank(%0 %ank 9td.

(ena %ank

(hanlakshmi %ank 9td

(eutsche %ank )ndia

2-port;)mport %ank 3f )ndia

4ederal %ank )ndia

5lobal Trust %ank 9td

!8
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(4= %ank )ndia

ongkong 0hanghai %anking =orporation 9td

)=)=) %ank 9td

)(%) %ank 9td

)ndian 3verseas %ank

)ndus)nd %ank 9td

)ndustrial (evelopment %ank 3f )ndia

)N5 Gysya %ank 9td

ammu and $ashmir %ank

& Morgan =hase %ank

$arnataka %ank

$arur vysya %ank 9imited

$otak Mahindra %ank

9akshmi Gilas %ank

MiBuho =orporate %ank

3riental %ank of =ommerce

&unjab and 0ind %ank

&unjab National %ank

Reserve %ank 3f )ndia

Ratnakar %ank

0tandard =hartered %ank

0tate %ank 3f )ndia

0tate %ank 3f )ndore

0tate %ank of yderabad

0tate %ank of &atiala0tate %ank of Mysore

0tate %ank of Travancore

0tate %ank 3f %ikaner 'nd aipur

0yndicate %ank )ndia

0%) =ommercial and )nternational

Tamilnadu Mercantile %ank

The Nainital %ank 9td.

!:
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nion %ank 3f )ndia

nited %ank of )ndia

=3 %ank

Gijaya %ank

/20 %'N$ )ndia

GRO>T3

The growth in the )ndian %anking )ndustry has been more Aualitative than

Auantitative and it is e-pected to remain the same in the coming years. %ased on the

projections made in the P)ndia Gision !"!"P prepared by the &lanning =ommission and the

(raft 1"th &lan6 the report forecasts that the pace of e-pansion in the balance;sheets of

banks is likely to decelerate. The total assets of all scheduled commercial banks by end;

March !"1" are estimated at Rs 7"6 #"6""" crores. That will comprise about :8 per cent of

5(& at current market prices as compared to :< per cent in !""!;",. %ank assets are

e-pected to grow at an annual composite rate of 1,.7 per cent during the rest of the decade

as against the growth rate of 1:.< per cent that e-isted between 1##7;#8 and !""!;",. )t is

e-pected that there will be large additions to the capital base and reserves on the liability

side.

The )ndian %anking )ndustry can be categoriBed into non;scheduled banks and

scheduled banks. 0cheduled banks constitute of commercial banks and co;operative banks.

There are about :


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present scenario is concerned the %anking )ndustry in )ndia is going through a transitional

phase.

The &ublic 0ector %anks D&0%sF6 which are the base of the %anking sector in )ndia

account for more than per cent of the total banking industry assets. nfortunately they

are burdened with e-cessive Non &erforming assets DN&'sF6 massive manpower and lack

of modern technology. 3n the other hand the &rivate 0ector %anks are making tremendous

progress. They are leaders in )nternet banking6 mobile banking6 phone banking6 'TMs. 's

far as foreign banks are concerned they are likely to succeed in the )ndian %anking

)ndustry.

)n the )ndian %anking )ndustry some of the &rivate 0ector %anks operating are )(%)

%ank6 )N5 Gyasa %ank6 0%)=ommercial and )nternational %ank 9td6 %ank of Rajasthan

9td. and banks from the &ublic 0ector include &unjab National bank6 Gijaya %ank6 =3

%ank6 3riental %ank6'llahabad %ankamong others. 'NQ 5rindlays %ank6 '%N;'MR3

%ank6 'merican 2-press %ank 9td6 =itibank are some of the foreign banks operating in the

)ndian %anking )ndustry.

!>
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COMPANY PROFILE

!#


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OMPAN$ PROFILE

OMPAN$ PROFILE SBI

T$PE ; &ublic D%026N02C0%)F H D902C0%)(F

FOUNDED; =alcutta6 1>":Das bank of =alcuttaF =orporate centre

3EAD?UARTERS;Madam =ama Road6 Mumbai 7"" "!1 )

KE$


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PROFILE

0T'T2 %'N$ 34 )N()' is the largest and oldest bank in )ndia.

0%) provides a wide range of %anking products and services through its vast

network in )ndia and 3verseas6 including products aimed at NR)@s.

With an asset base of 1!: %illion and its reach6 it is a Regional %anking

behemoth.

0%) has laid emphasis on reducing the huge manpower through golden

handshake schemes 6 which led to a flight of its best and brightest managers 6

which took to retirement allowances and then went on to become senior

managers at new private sector banks and computeriBing its operations.

The state bank group with over 1:""" branches has the largest branch network in

)ndia.

)t has a market share among )ndian commercial bank of about !"? in deposits

and advance and 0%) accounts for 1E8th of Nations loans.

The state bank of )ndia is !#th most reputable company in the world according

to 4orbes.

,1


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NET BANKING INOME

The above graph shows the total net banking income of 0%) and other banks like

)=)=)6 =anara6 &N%6 %ank of )ndia6 %ank of %aroda6 (4=6 0td =ht6 =iti bank etc

The graph clearly depicts the total income generated through banking services on

individual basis

The income generated by 0%) is high when compared to others and that of =)T)

bank being the lowest

,!


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3ISTOR$

The roots of the state bank of )ndia rest in the first decade of 1#th century6 !"" years

back during the %ritish 2ast )ndia =ompany.

Wherein the %ank of =alcutta was established on !nd une 1>":.

)t was redesigned and renamed as %ank of %engal three years later on !nd anuary

1>"#.

)t was 1st joint stock %ank of %ritish )ndia established under the sponsorship of

5overnment of %engal.

There were two other 0ubsidiary %anks namely %ank of %ombay established on 1st

'pril 1>7" and %ank of Madras established on 1st uly 1>7,.

,,


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'll three &residency %anks that dominated the %anking scenario amalgamated as

joint stock companies and were the result of the royal characters.

These three banks received the e-clusive right to issue paper currency in 1>:1 with

the paper currency 'ct6 a right they retained until the formation of Reserve %ank of

)ndia.

The &residency banks that amalgamated on ! former state

associated banks and its subsidiaries.

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3n 1,th 0eptember !""> 0tate %ank of 0aurashtra one of its associated banks

merged with 0%).

0%) has acAuired local %anks in rescues6 for instance in 1#>8 it acAuired %ank of

=ochin in $erala which had 1!" branches.

0%) was the acAuirer has its affiliate 0tate %ank of Travancore already had an

e-tensive network in $erala.

ASSOIATED BANKS

There are : associated banks that fall under 0%) and together these : banks

constitute the 0tate %ank group. 'll use the same logo of a blue key hole and all the

associates use the 0tate %ank of name followed by the Regional ead Iuarter name

3riginally the then < banks that became the associated banks belonged to princely

states until the 5overnment nationaliBed them in 1#:#. )n tune with first 8 year plan

emphasiBing the development of rural )ndia6 the 5overnment integrated these %anks into

0%) to e-pand its rural outreach.

There has been a proposal to merge all the associate %anks in 0%) to create a Mega

%ank and a streamline its 3perations.

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The first step along these lines occurred in 0eptember !"">.when the state bank of

0aurashtra merged with 0%)6 which reduced the number of state banks from seven to si-.

1. 0tate bank of )ndore

!. 0tate bank of %ikaner and aipur

,. 0tate bank of yderabad

7. 0tate bank of Mysore

8. 0tate bank of &atiala

:. 0tate bank of Travancore

GRO>T3

0%) of )ndia has often acted as guarantor to the )ndian government notably during

=handhra shekhar@s tenure as &rime minister of )ndia.

With more than 11111 branches and a further :8"" associate bank branches6 the

0%) has e-tensive coverage. 0%) has electronically networked all of its branches under

core banking system =%0.

The bank has one of the largest 'TM network in the region. More than >8"" 'TM@s

across )ndia the 0%) has had steady growth over its historyK through it was marred by the

arshad Mehta scam. )n recent years the bank has sought to e-pand its overseas operations

,:


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by buying foreign banks. )t is the only )ndian bank to feature in the top 1"" world banks in

the fortune global 8"" rating and other various ranking

STATE BANK OF INDIA ) BSE e,e@ o, -


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GROUP OMPANIES

1. 0%) =apital markets ltd

!. 0%) Mutual 4und Da trustF

,. 0%) 4actors and =ommercial 0ervices ltd

7. 0%) (4) ltd

8. 0%) life insurance company ltd %anc assurance

:. 0%) funds management &vt. 9td6 0%) =anada


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)t has offshore banking units in the %ahamas %ahrain and 0ingapore with

representative offices in %hutan and =ape Town.

0%) operates several foreign subsidiaries or affiliates in 1##" its established an

offshore bank

0%) DMauritiusF it has two subsidiaries in North 'merica 0%) =alifornia and 0%)

=anada.

)n 1#>! the bank established its =alifornia subsidiary which now has < branches6

four in 5reater Toronto area and three in %ritish =olumbia.

)n Nigeria it operates as )NM% this bank was established in 1#>1 as the )ndo;

Nigerian merged bank and received permission in !""! to commence retail banking.

)t now has 8 branches in Nigeria.

)n Nepal6 0%) owns 8"? of Nepal 0%) bank which has its branches throughout the

country.

)n Moscow 0%) owns :"? of commercial bank of )ndia with =anara bank owing

the rest.

)n )ndonesia it owns


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The corporate banking group and the national banking group are the primary

delivery channels for corporate banking products.

The corporate banking group consists of dedicated strategic business units that cater

e-clusively to specific client groups or specialiBe in particular product clusters.

4oremost among these specialiBed groups is the corporate accounts groups focusing

on the prime corporate and institutional clients of the country@s biggest business

centers. The others are the project finance unit and the leasing unit.

OMPLETE RANGE OF PRODUTS AND SERVIES

The 0%) offers an e-haustive range of financial products and services that answers

any business or market circumstance backed by an assublack e-pertise in customiBing the

product to meet the most sensitive specificities of each client and each business conte-t. )t

is committed to understanding the finest of their business objectives and engineering

solutions to suit them. )ts team of highly skilled and e-perienced product specialists helps

to forecast the patters and structures of comple- transaction reAuirements

SBI EDGE

=ommanding unsurpassed respect and legacy in the )ndian financial e-panse the

0%) is committed to offering you financial solutions that e-tract ma-imum value from

business and market situations. While the bank is strongly positioned to structure financial

packages that anticipate the changing business environment6 its vast network as the world@s

largest bank ensures delivery channels of unmatched reach6 both in )ndia and abroad

7"


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71


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THEORETICAL FRAME WOR

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T3EORETIAL FRAME>ORK

SERVIE

0ervices marketing is marketingbased on relationship and value. )t may be used to

market a serviceor aproduct.

Marketing a service;base business is different from marketing a goods;base

business.

There are several major differences6 includingC

The buyer purchases are intangible

The service may be based on the reputation of a single person

)tLs more difficult to compare the Auality of similar services

The buyer cannot return the service

The major difference in the education of services marketing versus regular

marketing is that apart from the traditional P7 &Ls6P &roduct6 &rice6 &lace6 &romotion6 there

are three additional P&LsP consisting of &eople6 &hysical evidence6 and &rocess. 0ervice

marketing also includes the servicewomen referring to but not limited to the aesthetic

appearance of the business from the outside6 the inside6 and the general appearance of the

7,
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employees themselves. 0ervice Marketing has been relatively gaining ground in the overall

spectrum of educational marketing as developed economies move farther away from

industrial importance to service oriented economies.

What is marketingO Marketing is the flow of goods and services from the producer

to consumer. )t is based on relationship and value. )n common parlance it is the distribution

and sale of goods and services. Marketing can be differentiated asC

MARKETING OF PRODUTS

MARK"#IN' %$ S"R5I!"S

Marketing includes the services of all those indulged may it be then the wholesaler

retailer6 Warehouse keeper6 transport etc. )n this modern age of competition marketing of a

product or service plays a key role. )t is estimated that almost 8"? of the price paid for a

commodity goes to the marketing of the product in 0. Marketing is now said to be a term

which has no particular definition as the definitions change every day.

PManaging the evidenceP refers to the act of informing customers that the service

encounter has been performed successfully. )t is best done in subtle ways like providing

e-amples or descriptions of good and poor service that can be used as a basis of

comparison. The underlying rationale is that a customer might not appreciate the full worth

of the service if they do not have a good benchmark for comparisons.

owever6 it is worth remembering that many of the concepts6 as well as many of the

specific techniAues6 will work eAually well whether they are directed at products or

77


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services. )n particular6 developing a marketing strategy is much the same for products and

services6 in that it involves selecting target markets and formulating a marketing mi-.

Theodore 9evittsuggested that Pinstead of talking of LgoodsL and of LservicesL6 it is

better to talk of LtangiblesL and Lintangibles@ *9evitt also went on to suggest that marketing a

physical product is often more concerned with intangible aspects DfreAuently the Sproduct

serviceL elements of the total packageF than with its physical . sales after service is very

important in service sector. properties.

=harles Revson made a famous comment regarding the business of Revlon )nc.C S)n

the factory we make cosmetics. )n the store we sell hope.L 'rguably6 service industry

marketing merely approaches the problems from the opposite end of the same spectrum,U.

' service is the diametrically opposed non;material counter piece of physical good.

' service provision comprises a seAuence of activities that does not result in ownership of

the outcome6 and this is what fundamentally differentiates it from furnishing someone with

physical goods.

The generic clear;cut complete and concise definition of the service term reads as

follows ' service is a set of singular and perishable benefits delivered from the

accountable service provider6 mostly in close co;action with his service suppliers

5enerated by functions of technical systems and by distinct activities of individuals resp

3ARATERISTIS OF SERVIES

Theodore 9evitt suggested that instead of talking of goods and services it is better to

talk of tangible and intangible a service has following characteristics

78
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LAK OF O>NERS3IP

/ou cannot own and store a service like you can store a product. 0ervices are used

or hired for a period of time.

INTANGIBILIT$

/ou cannot hold or touch a service unlike a product. 0ervice are intangible and

insubstantial. They cannot be touched6 gripped6 handled6 smelled6 tasted or heard. Thus6

there is neither potential nor need for transport6 storage or stocking of services

INSEPARABILIT$

0ervices cannot be separated from the service providers. 0ervice is produced at or

near the point of purchased. The service provider is indispensable for service delivery as he

must promptly generate and render the service to the reAuesting service service customer.

)n many cases the service delivery is e-ecuted automatically but the service provider must

preparatory assign resources and systems and actively keeps up appropriate service

delivery readiness and capabilities.

PERIS3IBILIT$

0ervices last a specific time and cannot be stored like product. 0ervices are

perishable in two regards. The service relevant resources6 processes and systems are

assigned for service delivery during a definite period in time. )f the designated or

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scheduled service customer does not reAuest and consume the service during this period6

the service cannot be performed for him.

3ETEROGENEIT$

)t is very difficult to make each service e-perience identical. 0ame kind of service

provided at different time6 place and people are heterogeneous. 2ach service is uniAue. )t is

one time generated rendered and consumed and can never be e-actly repeated as the point

in time

=harles Revson made of famous comment regarding the business of Revlon *in the

factory we make cosmetics in store we sell hope. 0ervice industry marketing merely

approaches the problems from the opposite end of the same spectrum.

0ervice sector is tremendously growing in )ndia accounting to large amounts of

revenue service sector includes banking services6 insurance services6 hospitality6 medical

services6 tourism and transport etc.

SERVIE MARKETING

0ervice marketing is marketing based on relationship and value

)t may be used to market a service or a product

Marketing a service base business is different from marketing a goods;base

business. There are several major differences including 1. The buyer purchases are

intangible !. The service may be based on the reputation of the single person ,. )t@s more

difficult to compare the Auality of similar services

7


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7>


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SERVIE MARKETING MICETENDED MARKETING MI

aving discussed the characteristics of a service6 let us now look at the marketing

mi- of a service.

The service marketing mi- comprises off the


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PRODUT

' tangible object or an intangible service that ismass producedor manufactured on

a large scale with a specific volume of units. )ntangible products are often service based

like the tourism industryH the hotel industryor codes;based products like cellphone load

and credits. Typical e-amples of a mass produced tangible object are the motor carand the

disposable raBor. ' less obvious but ubiAuitous mass produced service is a computer

operating system.

PRIE

The price is the amount a customer pays for the product. )t is determined by a

number of factors including market share6 competition6 material costs6 product identity and

the customerLs perceived value of the product. The business may increase or decrease the

price of product if other stores have the same product.

PLAE

&lace represents the location where a product can be purchased. )t is often referred

to as the distribution channel. )t can include any physical store as well as virtual stores on

the )nternet.

PROMOTION

)t represents all of the communications that a marketer may use in the marketplace.

&romotion has four distinct elements ; advertising6 public relations6 word of mouth and

point of sale. ' certain amount of crossover occurs when promotion uses the four principal

elements together6 which is common in film promotion. 'dvertising covers any

8"
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communication that is paid for6 from cinema commercials6 radio and )nternet adverts

through print media and billboards. &ublic relations are where the communication is not

directly paid for and includes press releases6 sponsorship deals6 e-hibitions6 conferences6

seminars or trade fairs and events. Word of mouth is any apparently informal

communication about the product by ordinary individuals6 satisfied customers or people

specifically engaged to create word of mouth momentum. 0ales staff often plays an

important role in word of mouth and &ublic Relations Dsee &roduct aboveF.

&ackaging also needs to be taken into consideration. %roadly defined6 optimiBing

the marketing mi- is the primary responsibility of marketing. %y offering the product with

the right combination of the four &s marketers can improve their results and marketing

effectiveness. Making small changes in the marketing mi- is typically considered to be a

tactical change. arm %ains says Making large changes in any of the four &s can be

considered strategic. 4or e-ample6 a large change in the price6 say from 1#."" to ,#.""

would be considered a strategic change in the position of the product. owever a change of

1," to 1!#.## would be considered a tactical change6 potentially related to a promotional

offer.

The term Lmarketing mi-L however6 does not imply that the 7& elements represent

options. They are not trade;offs but are fundamental marketing issues that always need to

be addressed. They are the fundamental actions that marketing reAuires whether

determined e-plicitly or by default.

PEOPLE

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'n essential ingredient to any service provision is the use of appropriate staff and

people. Recruiting the right staff and training them appropriately in the delivery of their

service is essential if the organisation wants to obtain a form of competitive advantage.

=onsumers make judgments and deliver perceptions of the service based on the employees

they interact with. 0taff should have the appropriate interpersonal skills6 aptititude6 and

service knowledge to provide the service that consumers are paying for. Many %ritish

organisations aim to apply for the )nvestors )n &eople accreditation6 which tells consumers

that staff are taken care off by the company and they are trained to certain standards.

PROESS

Refers to the systems used to assist the organisation in delivering the service.

)magine you walk into %urger $ing and you order a Whopper Meal and you get it

delivered within ! minutes. What was the process that allowed you to obtain an efficient

service deliveryO %anks that send out =redit =ards automatically when their customers old

one has e-pired again reAuire an efficient process to identify e-piry dates and renewal. 'n

efficient service that replaces old credit cards will foster consumer loyalty and confidence

in the company.

P3$SIAL EVIDENE

Where is the service being deliveredO &hysical 2vidence is the element of the

service mi- which allows the consumer again to make judgments on the organisation. )f

you walk into a restaurant your e-pectations are of a clean6 friendly environment. 3n an

aircraft if you travel first class you e-pect enough room to be able to lay down

&hysical evidence is an essential ingredient of the service mi-6 consumers will make

8!


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perceptions based on their sight of the service provision which will have an impact on the

organiBations perceptual plan of the service.

TO SUMMARI=E SERVIE MARKETING LOOKS AT;

The =haracteristics of a service that areC

D1F 9ack of ownership

D!F )ntangibility

D,F )nseparability

D7F &erishability

D8F eterogeneity.

The 0ervice marketing mi- involves analyBing the


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To certain e-tent managing services are more complicated then managing products6

products can be standardised6 to standardise a service is far more difficult as there are more

input factors i.e. people6 physical evidence6 process to manage then with a product. 4our =s

The 4our &s is also being replaced by the 4our =s model6 consisting of

=onsumer6

=ost6

=onvenience6

=ommunication.

The 4our =s model is more consumer;oriented and fits better in the movement from

mass marketing to niche marketing.1U!U The product part of the 4our &s model is

replaced by consumer or consumer models6 shifting the focus to satisfying the consumer.

'nother = replacement for &roduct is =apability. %y defining offerings as individual

capabilities that when combined and focused to a specific industry6 creates a custom

solution rather than pigeon;holing a customer into a product. &ricing is replaced by cost6

reflecting the reality of the total cost of ownership. Many factors affect cost6 including but

not limited to the customers cost to change or implement the new product or service and

the customers cost for not selecting a competitors capability. &lacement is replaced by the

convenience function. With the rise of internet and hybrid models of purchasing6 place is

no longer relevant. =onvenience takes into account the ease to buy a product6 find a

product6 find information about a product6 and several other considerations. 4inally6 the

promotions feature is replaced by communication. =ommunications represents a broader

focus than simply promotions. =ommunications can include advertising6 public relations6

personal selling6 viral advertising6 and any form of communication between the firm and

the consumer.

87
http://en.wikipedia.org/wiki/Marketing_mix#cite_note-0http://en.wikipedia.org/wiki/Marketing_mix#cite_note-1http://en.wikipedia.org/wiki/Marketing_mix#cite_note-0http://en.wikipedia.org/wiki/Marketing_mix#cite_note-1


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MARKET SEGMENTATION SERVIES

Market 0egmentation 0ervices is a full service research firm specialiBing in Market

0egmentation 0tudies for consumer6 business6 and health care markets.

Market 0egmentation 0ervices provides fresh6 perspectives for increased customer

identification6 selection6 profitability6 and retention.

3ur integrated approach to brand intelligence combines the best of Aualitative

methods6 and advanced Auantitative analytics to provide you with actionable real world

results that can be used to add customer value across your entire enterprise.

1. WeLll help you find answers to the tough AuestionsC

!. What are your customersL needs6 wants6 and motivationsO

,. Who are your most and least profitable customersO

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7. Where are the best opportunitiesO

8. What are your customersL hidden or untapped needsO

:. What Market 0egmentation 0ervices can do for your companyC

. We can help you identify your most profitable and least profitable customers.

#. We can help you position your brand to leverage your strengths.

1". WeLll help you identify the ways to differentiate your products.

11. Why 0egment your MarketO

=onsumer diversity is rapidly increasing and firms are seeking to differentiate their

products relative to competitors. When the focus is specifically on the desires and needs of

a niche group6 there is a greater probability that the companyLs marketing can match the

needs of that group. Target marketing and market segmentation allows firms to focus their

resources more effectively6 and with a greater chance of success.

The purpose of market segmentation is to focus on the subset of prospects that have

the greatest potential of becoming customers. When segmentation is done correctly6 it

helps you realiBe the highest return for your marketing e-penditures.

Market segmentation is a proven way of improving profitability. %y focusing your

offerings to different groups6 you are better able more precisely to meet their needs and

gain higher market share and profits.

=ompanies who segment their markets match their strengths and offerings to the

groups of customers most likely to respond to them6 %y selecting and focusing on some

segments to the e-clusion of others6 marketing can be specifically created to fit those

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customers.

The 0egmentation &rocess )mplementing a segmentation strategy has three componentsC

)dentifying the market segments

Targeting desirable segments to focus on6 and

&ositioning your organiBation to take advantage of those choices.

SERVIES OFFERED B$ SBI

L%AN S"R5I!"S

!. 3OUSING LOANS

0%) provides e-traordinary housing loan facilities for individuals who dream to

own a house

0%) has many varied housing loan services characteriBed according to market

segmentation

9oans up to Rs. !" lacs e-c 0taff 96 Repairing Rs 1 lakh in RE0 and Rs ! lakhs

in rban areas come under &riority 0ector

%ulk %usinessC more than !8 applicants with check off.

8


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&re;2M) )nterest addressed suitably so that actual outstanding will always remain

within for this 9 is granted obtaining suitable security

2ligibility =riteria

)ndividuals 1> to


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Repayment Y 78 yrs ma- !" yrs6 Z 78 yrs ma- 18 yrs D0ubject to liAuidation of

loan by :" yrs or retirementF. Moratorium !7 mE ! m after completion which is

early.

Repayment by abroad fundE NR2 aEcs in )ndiaE or by aEc of relatives. &(=

obtained.

's in ousing 9oan =omprehensive insurance for the full value in joint names of

%ank and %orrower.

Take 3ver from other banks allowed.

RURAL 3OUSING S3EME

=overs rural areas H towns where population does not e-ceed 8""""

E'&g&*&'&)+;'ny individual to construct new house or for repairs or addl.

=onstruction in rural area.

'mountC Ma- amount of Rs.1" lacs for house Rs.1 lac for repairs is

provided under this scheme.

MarginC 1F!"?;Y!"""" !F!8?;Z!"""" to 8"""" ,F,"? ; Z8"""" H up to

Rs.1 lac 7F,8? ; Z Rs.1 lac

The amount provided is not valid for buying an e-isting old house

RepaymentC 18 years

8#


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SBI


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&rofessionals H 0elf 2mployees D)T Return reAuiredF6 'griculturists DNo )T ReturnF6

Multinational 2-ecutives !. 0alariedC N') Rs 1""""" H 'bove. )f NM) is Z Rs 1" lacs

Lo, Ao6,); ma- amount is 18 lakhs No ceiling in loan amount ma- ," NM) or

!.8 N')6 2M)ENM) ? should not e-ceed 8"? D:"? in case of tie;ups with reputed

institutesF. Wherever6 the income of the spouse6 father6 mother6 brother6 sister is included

and the person joins as co;borrower instead of 5uarantor.

Mg&,;niform margin 18? on road price Dmay be reduced to 1"? where check

off from reputed employer

Re7+e,); Within < years D0alariedF6 8 yrs D0elf;emp or &rofessionalsF in

suitable monthlyE Auarterly eAuated installments. Repayment of loan can be done through

aEc of person in whose name vehicle is registered or through aEc with joint names of

borrowers

P'e o% Lo,;9oan can be availed at place of permanent residence or work.

Gerification of asset by the office at the center at Rs ,8" as an inspection fee.

Se&6e o% /e-&'e;Whenever cheAue is dishonored or an installment due remains

unpaid for the first time6 it should be immediately brought to the notice of the %orrower.

I,)ee);)t depends upon the periodicity and 'mount of loan;wise.. =oncession in

)ntC ".!8? in case of &lus scheme and also to loan under =heck;off. (5M may reduce

upto ".8? to 0r 2-ecutives H on 4estival occasions R'=&= onlyF De-cept vehicles

financed to staffF X Rs


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Repayment within < years from original purchase. Reimbursement of costs of

unencumbered vehicle can also be considered.

0taff =ar 9oanC )t includes IuantumC Ma- Rs. 7.8" lacs D=lerkF6 Rs. < lacs

D3fficers M50;1 to T250;!F6 Rs. 1" lacs DM(F6 Rs. 18 lacs D=hairmanF. )nterestC


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RepaymentC Within 8 yrs from original sale.

)nterestC applicable amount H period wise

SOOM (T>O >3EELERS LOAN#

E'&g&*&'&)+;'ge !1;:" yrs6 min NM) Rs.:!8" or N')

pensioner X 2M) !8?Y net pension drawn. Repayment X ,: months

9AI 9A>AN PENSION LOAN( Fo $o6,g De%e,e Peo,,e'#

P67oe;1FTo meet personal e-penses of young (efense pensioners6 who do not

have any means of livelihood other than pension6 they find it difficult to meet their

emergent financial needs or spend on setting up a small venture to supplement their

:,


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income. !F To meet the personal e-penses of young defence pensioners beyond the e-isting

&ersonal loan ceiling of Rs 1."" lac.

E'&g&*&'&)+; pto 8" yrs of age

Lo, Ao6,);7> times of net monthly pensions6 subject to ma- Rs ! lacs H

2M)ENM) not to e-ceed 7"?.

MARGIN; NIL

5uaranteesC T&5 of spouse eligible for family pension or of any family member or

third party good for amount. No guarantee if loan Y Rs !8""".

RepaymentC Ma- >7 months. i. )nclusion of a wider target group6

MA3ILA S3AKTI S3EME

RationaleC i. To broaden our customer base6 ii. &ursuant to the recommendations of

National =om for Women DNW=F to assist women of lesser economic strata.

2ligibilityC 2arning women and ousewives incl single mothers6 widows6 deserted

women with family income upto Rs !"""" p.m.

&urposeC 5eneral X medical6 travel6 family functions6 home renovations6 children@s

e-penses etc.

9oan 'mountC 4or 2arning Women X Min Rs 1"""" Ma- 1> NM)s or Rs 1 lac6 4or

ousewives X pto Rs 8"""" depending upon repayment capacity of borrowerE guarantor

with 2M)ENM) upto 88?6

:7


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RepaymentC :" months.

MarginC N)9

FESTIVAL LOAN S3EME

43R & 2mployees with min. ! yrs serviceK 0elf employed with min. , yrs

standingK &ersons with regular source of income

9oan upto Rs.1 lac to individuals who are either employees and provide check off

facility or are well established self;employed

(isbursement is by credit to account.

RepaymentC 1! 2M)sK No penalty for prepayment

SBI EAS$ TRAVEL LOAN

M&, I,oe;2mpE&ensioner Rs :"""6 0elf 2mp N') :""""E

Lo,;Min !7""" Ma- 1! NM) for 0alE&ensioners others 1 N') ma- Rs. 8 lacs for

: Metros6 Rs !.8 lacs for other centres

9oan to any legitimate traveler to travel in )ndia H 'broad to cover travel cost6 hotel

stay6 other e-penses

9oan amount depends upon the income of customer and the place of travel

)nterest rates are same as valid for other schemes

Repayment is within 7> months

:8


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. EDUATION LOANS

SBI "U!A#I%N 6LUS

&ersonal loan for distance education H part;time courses

R)&o,'eC O*4e)&/e;&rovision of financial assistance to employed persons for

pursuing part timeE (istance 2ducation courses for career development.

E'&g&*'e o6e; (istance 2ducation H &art Time =ourses D2veningF for

(iplomaE(egreeE&5 conducted by 5=E 5ovtE')=T2E')%M0E)=MRE)5N3 etc.

E'&g&*&'&)+;&ermanent employee of 0tateE =entralE&0sEReputed )nstitutes with min

! yrs service and has secured seat. =onsent letter from the employer for pursuing proposed

course.

'geC %elow 78 yrs.

'mount of 9oanC 18 NM)s6 ma- Rs 1 lac min Rs !8""".

MarginC 1"?

)nterest; ".!8? above 0%'R.

RepaymentC :" 2M)s. No penalty on early repayment.

AREER PLANNER LOAN;

P67oe;'ny educational purpose.

::


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Lo, Ao6,);4or earning women; Min Rs 1"""" Ma- ,"NM)s or Rs , lacs6

2M)ENM) upto 88?6 ousewives; Rs 1 lac6 2M)ENM) 88?6 &eriodical disbursement on

progress of the course

Re7+e,);,:;:" m.

MarginC Y Rs 1 lac N)96 Z Rs 1 lac 8?..

SBI AREER LOAN

R)&o,'e;' fully collaterallised scheme to finance individuals who opt for training

to acAuire skills needed to join a jobE profession. DNot covered under 2ducation loan

schemeF.

E'&g&*&'&)+;)ndividuals who undertake a (5=' approved course for trainingE skill

development for joining as =ommercial &ilotE 'irhostess.

Age;Min 1> yrs D'pplicantF6 Ma- :" yrs D=o;borrowerF

9oan 'mountC Ma- Rs !" lacs.

Re7+e,);,: 2M)s from one year after completion.

MarginC 1"? D9)=6 $G&6 N0=6 4(6 %ondsF6 !"? D2MF.

SBI S3OLAR EDUATION LOAN


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lacs and more *3r+ ,. =ar 9oan borrower with a limit of Rs. 8 lacs and above and having

deposit of Rs ! lacs and more *3r+ 7. 0alary Z Rs 1."" lac under =orporate 0alary 'Ec

0pecial 3ffersC 1. 4ree remittance and collection of cheAues Y Rs !8""" per instance

H , times per month !. )mmediate credit of cheAues within an overall limit of Rs 8""""E;

,. Waiver of processing charge on fresh & seg loans 7. &re;approved & 0eg ome loans

linked to repayment capacity 8. 2-tended %usiness ours by additional [ hr e-cept at > to

> %ranches :. &riority allotment of 9ockers and !8? rebate on rentals6


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2ligibilityC 2-isting borrower;farmers having good track record for the last ! yrs

and who reAuire production credit limit of Rs. ,"""E; H above. )f satisfied6 %M may e-tend

the facility to new credit;worthy borrower also. 9imit is fi-ed on the basis of the

operational land holding6 cropping pattern H scale of finance. .

The credit card;cum;passbook issued for , years subject to an annual review.

=ash (isbursal allowed to the full e-tent of credit limit.

Repayment coincides with the harvest and sale of crops and is fi-ed while fi-ing ( &.

=heAue %ook facility for Z Rs !8"""E;

'TM facility now available.

KISAN GOLD ARD

4acility X 'gl. Term 9oan.

)t is general purpose loan Dpurchase of agl implements6 land development6 bullock

carts6 repairing etcF incl. =onsumption needs.

2ligibilityC 4armers irrespective of land holding with e-cellent repayment record for

last ! yrsE closed aEcs without defaultE New with siBeable deposits in last ! yrsE 5ood

credit;worthy borrowers.

Margin and interestC 4arm reAuirement; 1"? =onsumption reA. Xrestricted to ,"?

of overall limit. >"? of limit can be utiliBed for purchase of Tractor and accessories. R3) X

's applicable to 'T9 (isbursal in installment as H when needed.


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GENERAL REDIT ARD

O*4e)&/e;To provide hassle;free credit based on cash flow assessment without

insistence on security6 purpose and end;use of the funds.

E'&g&*&'&)+;Z , years banking with siBeable deposit or 0' loan aEc

N)6e o% %&'&)+;Revolving =redit6 draw cash from specified br upto limit.

Ao6,);%ased on )ncome H cash flow of entire household ma- !"? of eligible

production loan limitE or !"? of annual income or Rs !8""" whichever is less.

I,)ee);!? above 0%'R with monthly rest in case of applicant with monthly

source of income. !? penalty on delayed payment

Re7+e,);=ash =redit nature6 however outstanding may be paid in full or min

!"? in monthlyE AuarterlyE half yearlyE yearly interval.

SORING MODEL FOR TRATOR LOAN

4eatures of 0coring ModelC 1. 0imple H timesaving6 removing the subjectivity in

the appraisal. !. &rovision for different margin6 security6 interest etc based on marks

secured. ,. Risks D1"" marksF grouped under two X %orrower Risk D8:F and Transaction

Risk D77F. 7. %ranch N&' ? in tractor loans is to be factored for arriving at the final score.

8. urdle rate is 7". :. Tractor financing done only under 0coring model and not under

$5=.


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E'&g&*&'&)+;'griculturists D)ndividual or jointF6 &ersons offerings N0=6 $G&6 9)=6 T(s

to cover Z :"? of loan6 are treated as JGery 9ow Risk and ighly 0ecure@.

5old may also be obtained as 0ecurity with =ontrollers@ permission.

?6,)6 o% Lo,;)nvoice value of Tractor less margin stipulated as per scoring model.

4or Repair X 1? of &roject =ost. Registration H )nsurance ma- Rs 18"""E;.

Mg&,; 0core of > under item no 1 of Transaction risk X 8?6 :" and above X 8?6

%etween 8" to 8# X (0=R D1.ER TILLERS

E'&g&*&'&)+;4armers or a group of not more than , farmers owning ! acres of perennially

irrigated land. 4armers with lesser land may also be obtained if X (0=R Z

1.


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I,6,e;5eneral insurance of machinery financed. =omprehensive insurance where

registration of trailer with RT' is necessary. )nsurance may be waived on

reAuest of borrower on specific format.

S3EME FOR FINANING SEED PROESSORS

E'&g&*&'&)+;nit with good reputation H credit worthiness. olding valid license from

concerned 0tate (ept of )ndustries for installation of seed processing plants.

Galid certificate from 0eed =ertification (ept. (oing business for last , yrs.

aving receivables from the farmers and posted profit in last ! years of

operation.

Lo, Ao6,);Need based '== limit min Rs ! lacs6 without upper ceiling. )nterestC 1?

Y 0%'R for limit Rs ! X !8 lacs6 'bove Rs !8 lacs

Mg&,;7"? of value of receivables.

Re7+e,);Within ma-imum period of : months for each crop season i.e. Rabi H

$harif.

GRAMIN B3ANDARAN $O9ANA ER GAIN J SBI SME PO>ER PAK

DNew =E' %undled products for 0M2F

R)&o,'e;1. To retain e-isting customers6 bring in new customers and rapidly

increase market share. !. Novel liability products for providing value addition to customers

by giving incenti;ves for keeping high balances in aEcs.

S7e&' Fe)6e;0M2 &3W2R 5')N D(etails of 0M2 &3W2R &'=$ scheme

under %racketsF X 1. I'% X Iuarterly 'verage %alance ; Rs 1 lac DRs 8 lacsF. !. &enalty


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for non;maintenance of I'% X Rs !""" per Auarter DRs 8"""F6 ,. (rafts X !8 paise per

1""" min Rs. !8 ma- Rs.,"""E; D4reeF. &ay 3rderE %ankers@ cheAue X 4ree D4reeF6

=heAue collection X)nstruments drawn on 0%) %r X 4ree D3ut of pocket e-penses

not e-ceeding Rs !8F. 3ther )nstruments Rs 1E 1""" Min Rs !86 Ma- Rs 18" D'll same

e-cept other instruments Re ".8 E Rs 1"""F

=R&; =heAue Return &rotection 4acility; 3( limit Rs !8""" DRs 1"""""F ma-

period of 1" days at time.

3( )nterest X 0%'R !? D0%'R !?F6

'TM;cum;debit card X (omestic card with withdrawal limit of Rs !8""" per day

D)nternational card with limit of Rs 78""" per dayF.

=orporate )nternet %anking ; 'vailable in both. Multicity =hA X )ssue =harge; %oth

4ree6 Transaction charges Rs !8 E per chA Y Rs 8 lacs6 Rs 8"E chA Z Rs 8 lacs D'll 4reeF

)nter;core transactions X a. (eposit of cash6 ma- Rs 1 lac per transaction X Rs 1""6

2ncashment of chA6 ma- Rs 1 lac per chA6 permitted from credit balance X Rs 1""6

(eposit of chA at any =%0 %r6 drawn on any =%0 %r6 for credit of aEc at ome %r X

)ntracityC 4ree6 )ntercityC Rs 1E 1"""6 Min !8 ma- 1!8"6

(eposit of clg chA at Non;home br6 drawn on that clg center for credit of aEc at

home branch X )ntracity X 4ree6 )ntercity X Rs 1E 1"""6 Min Rs !86 ma- Rs 1!8"6

>"


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Remittance of funds from ome %r to other =%0 %r X Re 1E 1""" min !8 ma- 1!8"

D)n all cases X 4R22F. )ssue of duplicate statements6 cheAue books6 folio charges H

&re approved car loan X 4ree in both schemes.

&rocessing 4eeC Ma- waiver Rs 1""" DRs 8"""F for =E= 'Ecs.

&enalty for closing aEc within 1! months X Rs !8"" DRs 8"""F.

'dditional 4reebiesC 1. 4ree =ash &ick;up from doorstep Dat =entres where door

pick;up facility availableF X 1" D!"F. !. 4ree =heAue pick;up facility Dwhere

availableF X Thrice D(ailyF a week.

(emat services and eQ tradeC 4ree in name of firm

>1


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NO!


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%ranchesC 'll e-cept 0&%6 &%%6 M=56='5 %ranches.

)nitial (epositC Rs 8"E;.

Min balance to maintain X N)9. Ma- balanceE'mt X Rs 1"""" in all liability aEcs

with us6 afterwards normal 0% 'Ec.

)nterestC 's applicable to 0avings %ank 'ccounts

3peration of 'EcC Withdrawal by slips and cheAue book6 'TM;cum;debit card

for operational convenience free of charges

3ther charges6 'Ec opening procedure6 terms H conditions6 Nomination facility

as applicable in 0% 'Ec.

3( upto Rs !8"""E; treated as )ndirect 'gl 4inance under &riority 0ector

SBI TA SAVINGS S3EME1 200H

ReasonC To cater the needs of )ncome Ta- assesses.

2ligibilityC Resident 'sessee as an individual or as $arta of 4 having income

ta- &'N.

&urposeC To enable our customers to place long;term deposits to earn higher

interest and also to avail ta- benefits uEs >" = of )T 'ct6 1#:1.

0egmentC &ersonal. Mode of operationE holdingC 0ingle or joint. No deposit in

name of minor only6 joint holding with an adult allowed.

>,


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Type of 'EcC T( or 0T( X normal aEc opening process.

&eriodC min 8 yrs6 ma- 1" yrs.

%ranchesC 'll. (eposit 'mountC Min Rs 1""" or multiples6 ma- Rs 1 lac p.a.

)nterestC as applied to other schemes

. NominationC 0ingle of joint holders can nominate any person6 No nomination on

T( held by or on behalf of minor. )n case of death of holder6 nominee may encash

any time before or after maturity.

9oanC Not available. 'Ec may be transferred to other branches.

".8? penalty if aEc closed after 8 years.

INSURANE

'cross )ndia6 when it comes to money and finance6 0tate bank of )ndia is

synonymous to trust6 strength and security. ' part of the 0%) 5roup6 0%) 9ife )nsurance

has also incorporated the same into its insurance business covering ! million highly

satisfied customers. 0%) 9ife is the No. 1 player amongst the new life insurance companies

in the country. =apital )ncreased to Rs ,8" crs 0%) 9ife )nsurance is the result of a 7


85/113

one of the top 1" %anks in the world. 0%) 9ife has designed the life insurance products

according to the need of each and every customers6 as such X

M( H =23 C 0ri 0 Roy 0%) 9ife became first among new life insurers to report net

profit of Rs !"! lacs as on ,1st March !"":. 3lder than 0%) 9ife )=)=) &rudential H

(4= 0tandard 9ife )nsurance =o yet to book profit.

0%) 9ife collected a total premium of Rs 1"" = H 1" D1"(F. =laim to be submitted within , months of deathET&( DTotal

&ermanent 9iabilityF. =ommission for age gr 1>;,# D!"? of premF6 age 7";8# D1:?F.

Nomination is compulsory.

2-clusion(eath 1st 78 days of coverage e-cept accidental and 0uicide within 1st

year not covered ome 9oan )nsurance D=omplete protection for 9 %orrowersF

nmatched security to all 0tate %ank 5r %orrowers. )t insures the borrower@s life during

loan repayment period to the e-tent of entire outstanding to make his family free of loan

liability. 0%) 9ife settles loan as per 3riginal 2M) schedule directly with bank. 'ny 9

>8


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borrowers of 0% group within age group 1> to :" pto 3utstandg Min Rs !8""" Dmin

&rem 1"""F Ma-. No limit 0)N592 &R2M)M Galid for entire period of loan Dma- age


87/113

annuity to keep up with increasing cost of livingE 4i-ed annuity amt for guaranteed term of

861" or 18 yrs H thereafter as long you are aliveE oint &ension &lan which means payment

of annuities during the lifetime of the person H thereafter as long as the spouse is alive.

Ta- rebate uEs >"===D1F of )T 'ct6 up to 1""""E; 3ptional Top;up facilityC &ay an

additional amt to increase retirement kitty6 irrespective of contribution payment mode.

;'fter , yrs6 automatic cover Maintenance ensures cover in force even for missed

premium. ,";day free look period 2(0)29( 2du0hield is an insurance plan that

provides life insurance protect ion to educational loan borrowers. 3n death of the insured

borrower6 0%) 9ife pays the 0um 'ssured directly to the %ank. The %ank refunds surplus

amt over the outstanding to legal heirs 'ny 0% 5r %orrower of 1> to ," age. &arents of ,:;

:" yrs of age can avail cover. , 8" 9'$0. 2du0hield comes with , 9ife =over 3ptions

as in table ;

1. 'utomatic assignment of policy to the %ank

!. No burden on family in case of death of borrower.

,. 0implified claim settlement process 8.18;day free look &d :.'ttractive rebates for

high 0um 'ss to 88

yrs of age is eligible for cover6 with a ma- coverage up to :8 yrs of age. , 9'$0 T3 1

=R3R2 8 1" yrs

AUTOMATED


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'TM@s have made money withdrawal easy. 'TM@s are at !7 hrs service and

customers could withdraw money at any time according to their convenience.

There are , 'TM@s in %allarpur area one at the 0%) bank %allarpur branch6

second in %)9T industries ltd6 third in the %allarpur railway station

'bout 1


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)nitially one has to register at

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