Arpit - 13103021 (first one from left)Simer – 13103059 (second one from left)Shubham – 13103032 (at the mid)Akshay – 13103026 (second one from right)Amtoj – 13103063 (first one from right)Jaswinder – 13103039 (on camera)

Introduction Area of Study Research Methodology Sample Size Hierarchy Survey Extract & Analysis( Questionnaire 1 ) Survey Extract & Analysis( Questionnaire 2 ) Role of Technology in Administration Findings Suggestions Recommendation Conclusion

State Bank of India (SBI)

Multinational banking and financial services company based in India.Government-owned corporation with its headquarters in Mumbai, Maharashtra.As of December 2013, it had assets of US$388 billion and 17,000 branches, including 190 foreign offices, making it the largest Banking and Financial services company in India by assets.

It contributes 20% market share in deposits and loans among Indian commercial bank.

Indian Central Bank namely Reserve Bank of India (RBI) is the major share holder of the bank with 59.7% stake and the public holding (other than promoters) at 40.3%.

BRIEF HISTORY The bank traces its ancestry

to British India, through the Imperial Bank of India, to the founding in 1806 of the Bank of Calcutta, making it the oldest commercial bank in the Indian Subcontinent.

Government of India owned the Imperial Bank of India in 1955, with Reserve Bank of India.

First Five Year Plan In 1951, when the First Five Year Plan was launched, the

development of rural India was given the highest priority.

Key Of OperationsThe business operations of SBI

can be broadly classified into the key income generating areas such as

National Banking International BankingCorporate BankingTreasury operation.

The logo of the State Bank of India is a blue circle with a small cut in the bottom that depicts perfection and the small man the common man -being the center of the bank's business.

Recent awards and recognitions•SBI was ranked as the top bank in India by The Banker magazine in a 2014 ranking.

•SBI was ranked 298th in the Fortune Global 500 rankings of the world's biggest corporations for the year 2012.

•SBI won "Best Public Sector Bank" award in 2013.

•Best Online Banking Award, Best Customer Initiative Award & Best Risk Management Award

Area of study is the region in which our research is conducted .Our area of study was

SBI Bank,PEC Market

PEC University of Technology, Sector -12, Chandigarh

Research Methodology is a methodology for collecting all sorts of information and data pertaining to the subject in question.

The objective is to examine all the issues involved and conduct situational analysis. The methodology includes the overall research design, sampling procedure and fieldwork done and finally the analysis procedure.

The methodology used in the study consistent of sample survey using both primary and secondary data.

The primary data has been collected with the help of questionnaire as well as personal observation book, magazines; journals have been referred for secondary data.

The questionnaire has been drafted and presented by us.

Sampling Technique:To study the project, a simple random sampling technique is used.

Data collection:

Collection of data is done by

Primary data through questionnaire.

Secondary data through journals.

Data analysis:After data collection, we were able to analyze customer’s views, ideas, opinions related to Advance Product and about SBI Advance Product and from this, SBI will come to know the customer’s requirements.

Data Interpretation:Interpretation of data is done using statistical tools like pie

diagrams, bar graphs and also using quantitative techniques (by using these techniques) accurate information is obtained.

Classification and tabulation of data:The data thus collected was classified into categories,

counting sheets and the summary tables were prepared. The resultant tables were one dimensional and two dimensional.

Statistical tools used for analysis:Out of the total respondents, the respondents who responded logically were taken into account while going into statistical details and analysis of data. The tools that have been used for analyzing data and inference drawing are mainly statistical tools like percentages, ranking, averages etc.

Sample size is determined based on expense of data collection and the need to have sufficient statistical power .A sample of 20 peoples was taken which consisted of following 4 SBI employees:

Mr. O.P. Chabbra -Branch manager-Scale IV employee Mr. Nitin Kapoor-Deputy Manager-Scale I employee 2 Scale I officials

Junior Management Clerks

The clerical positions are the front office positions. The clerks are appointed in different sections of the banks, depending upon the requirements such as current deposit, term deposits, savings account, retail loans, agricultural loans and cash credit sections etc.

OfficerThe bank officers conduct seminars and business planning sessions, in order to discuss the matters concerning the operations of the bank. They analyze the monthly reports and prepare finalized financial reports, to be submitted to higher management.

Middle Management Manager

S/he oversees the daily operations of the bank and guides the junior staffs in their individual departments. The bank managers work closely with the marketing team, in order to develop flexible programs for the customers.

Senior ManagerThe senior managers are associated with the different sections, based on the educational qualifications. They may engage in the loan section, investment or account service operations.

Senior Management Chief Manager

The chief manager manages the list of implementations of accounts and also the whole accounting processes. The other job roles of the chief manager are; reporting to shareholders, cost control, budgeting and reporting to local authorities.

Assistant general ManagerAn assistant general manager solves the different queries of customers regarding the savings and current accounts. They describe the value of the different banking products and services to the customers

Top Management Deputy General Manager

A deputy general manager works under a general manager. The main role is to monitor various banking policies and procedures and to assist the general manager and the chief financial officer in their duties.

General ManagerA general manager directs and coordinates the different simple and complex operations of the bank. They analyze the different processes running within the bank and deliver the final reports to the chief financial officer.

Chief Financial OfficerThe chief financial officer is an important constituent of the bank career hierarchy, who supervises the financial unit of the bank and reports directly to the chief executive officer. The CFOs conduct various operations such as cost benefit analysis, budget analysis and forecasting.

Chief Executive OfficerA CEO should be well knowledgeable in various aspects such as capital management, business communication, portfolio management, security analysis and finance laws etc.

PresidentThe president oversees the operations of all the top management professionals. In addition, the president is responsible for the planning and implementation of various banking policies.

Response :

State Bank of India offers different types of accounts. They are:

a. Savings Accountb. Current Accountc. Fixed Deposit Accountd. Recurring Deposit Accounte. Senior Citizen Deposit Accountf. Senior Citizen Pension Account

Cards

Credit card Debit card Purchase card Travel card corporate card

Loans

Home loans Personal loans Car loans Two wheeler loans Education loans

Response regarding the strength of the organisation

Team work. New ideas, Quality, Trust, Hard work and unity. Achieving target Safe working environment. Trusting employees. Excellent working environment. Treat everybody as equal. Producing quality products that meet customer

requirements. Employee’s valuable contribution. Appropriate and relevant suggestions by superior.

Response :

S. No. Working Since No of

Respondents

Percentage

1. Below 1 Yr. 0 0 %

2. 1 – 10 2 50 %

3. 10 and above 2 50 %

Total 4 100

Working experience

below 1 year

1-10 year

10 and above

Response :S. No. Opinion Number of

Respondents

Percentage

2. Disagree 0 0%

3. Neutral 0 0%

4. Agree 4 100%

Total 4 100

Objectives

Disagree

Neutral

Agree

Response :

S. No. Opinion Number of

Respondents

Percentage

2. Disagree 1 25%

3. Neutral 2 50%

4. Agree 1 25%

Total 4 100

Recognition and Rewards

Disagree

Neutral

Agree

Response :

S. No. Opinion Number of

Respondents

Percentage

2. Disagree 0 0%

3. Neutral 0 0%

4. Agree 4 100%

Total 4 100

Consultation

Disagree

Neutral

Agree

Response :

S. No. Opinion Number of

Respondents

Percentage

2. Disagree 0 0%

3. Neutral 0 0%

4. Agree 4 100%

Total 4 100

New tools and technologies

adopted

Disagree

Neutral

Agree

Response :

SBI -60 % (12)ICICI -25 % (5)HDFC -5% (1)OTHER -10% (2)TOTAL NO. OF PEOPLE- 20

BANK PREFERENCES

SBI

ICICI

HDFC

OTHER

Response :

YES- 85% (17)NO -15% (3)Total No. of People-20

SERVICE AWARENESS

YES

NO

Response :

YES - 75 %(15)NO -25 % (5)TOTAL NO. OF PEOPLE- 20

ADVANCE PRODUCTS

AWARENESS

YES

NO

Response :

SBI- 70 % (14)ICICI- 5% (1)HDFC- 10% (2)OTHER- 15% (3)TOTAL NO. OF PEOPLE- 20

BANK PREFERENCE FOR

TAKING LOANS

SBI

ICICI

HDFC

OTHER

Response :Most of the people said that they prefer SBI for taking loan because of the transparency and the lowest interest rate for any kind of loan product. And it is easy to get loan from SBI as compared to other bank because less paper work is required and as it is the largest govt. bank in India and having partnership with RBI (Reserve Bank of India) and other association, it is easier for SBI to give loan to people with a longer repayment period.

Response : EDUCATIONAL LOAN- 20 % (4) HOME LOAN- 50 % (10) CAR LOAN -15% (3) PERSONAL LOAN -15% (3) TOTAL NO. OF PEOPLE -20

LOAN PRODUCT OF SBI

USED

HOME

LOAN

Response :

Bad -0% (0) Satisfactory -10 % (2) Good - 55% (11) Excellent - 35% (7) TOTAL NO. OF PEOPLE- 20

SERVICE FEEDBACK

BAD

SATISFACTORY

GOOD

EXCELLENT

Response :

ATTRACTIVE INTEREST RATE -35% (7) TRANSPARENCY -20% (4) SIMPLE AND FAST PROCESSING- 5% (1) LONGER REPAYMENTPERIOD -40% (8) TOTAL NO. OF PEOPLE -20

FEATURES OF SBI LOAN PRODUCT

ATTRACTIVE INTEREST

RATE

TRANSPARENCY

SIMPLE AND FAST

PROCESSING

LONGER REPAYMENT

PERIOD

Core banking is services provided by a group of networked bank branches. Bank customers can access their funds and other simple transactions from any of the member branch offices.

Centralized Online Real-time Electronic Banking (CORE).

Increases worker productivity Lesser workforce is required since dependence on machines

increases Chances of mistakes reduces since machine does exactly what it is

programmed unto Any changes made to an account are reflected immediately across

all channels and hence customer is the king. Technology, at first, maybe hard to

understand for workers, but once they are used to it, it saves a lot of time and effort.

Many services are provided by SBI and these banks together, hence offering an extensive network for effective delivery of services to the customer.

State Bank of Patiala State Bank of Bikaner and Jaipur State Bank of Travancore State Bank of Hyderabad State Bank of Mysore

This facility is available amongst SBI and all its associates.

This service is cheaper than NEFT/RTGS.

The amount is transferred immediately.

• Only 40-50% PCs are running Windows XP, the Operating System whose support was ended by Microsoft earlier this month making it vulnerable to hacker attacks.

• According to the officials at SBI- PEC, they have already received a circular regarding upgrading of systems to Windows 7 or Windows 8.1. So the customer data is in safe hands.

The State Bank group has the largest network of ATMs in the entire country with the number going to 41,000+.

It is present in all prime and remote locations of the country and in 32 countries of the world, even Siachen Glacier. So if you are in need of cash in any remote place, SBI is at your service since you can use any bank’s ATM card there.

Go to your own bank’s branch and specify IFSC code of the receiving

branch and a/c no. of beneficiary.

The transfer is possible throughout the country across all the banks.

The money transferred is reflected within 2 hours.

As per surveys, we found different responses from different people.

According to their responses we have analyzed the findings and drawn certain remarks.

It has been observed that approximately 75% of correspondents are using advance product of SBI.

it is found that the SBI has great opportunity to compete with ICICI and retain its customers by fulfilling the requirements of customers.

All SBI customers are satisfied with the services provided by it.

Many of these customers are satisfied with lower interest rates and longer repayment period of the advance product.

Most of the customers prefer to take loan from SBI.

Approximately 35% of advance product user said that the SBI service in advance product is excellent.

A response from customer care is clear and good.

Most of the customers are shifted from other banks to SBI because of hidden charges, high interest rates, less repayment period.

Many customers have no time to call customer care so that they are not able to know about the features and services of SBI advance product.

(Namrata Das)……………..There should be more time period for repayment of education loans.

(Anmol Garg)……………….I am usually not aware of many of the SBI schemes so there should be some facilities that we may came to know about them as soon as they are launched.

(Vishal)………………SBI should take steps to solve customer problems immediately.

(Deepti) ……………… Agents should be well educated, trained to convince people about different advance products.

(Supriya)………………Loan sanction date should be according to customer’s convenience.

Customer awareness programme is required so that more people should attract towards advance product.

SBI must take some steps so that customers can get their loan in time. Like phone verification by customer care that one customer is got their loan on time or not .It must be before a certain date so necessary steps can be taken.

Advance product selling agents must not give any type of wrong information regarding advance product.

SBI customer care should more concernabout the fastest settlement of customerproblems.

Agents should be properly trained, well educated to convince the people about different advance product.

If there are any kind of hidden charges than that must disclose to customer before giving loan to them like interest charged, repayment period, other types of charges, etc.

The bank should increase the period for repayment of loan.

SBI should more focus on Retaining existing customers. Special scheme should be implemented to encourage both customer and agents.

SBI must take feedbacks of customers regarding features & services

From the analysis part it can be conclude that customers have a good respond towards SBI sevices.SBI is in 1st position having largest number of customers & providing good services to them. The bank has a wide customer base, so the bank should concentrate on this to retain these customers.

60% of the people use SBI for their regular transactions.

85% of the people are aware of the services provided by SBI.

75% of the people are aware of the advance products (loan segments) provided by SBI.

70% of the people uses SBI for taking loans because the transparency the lowest interest rate for any kind of loan product less paper work is required as it is the largest govt. bank in India and having

partnership with RBI (Reserve Bank of India) and other association, it is easier for SBI to give loan to people with a longer repayment period

50% of the customers are using HOME LOAN. 15% of the customers are using CAR LOAN . 15 % of the customers are using PERSONAL LOAN. 20% of the customers are using EDUCATIONAL LOAN . 90% of the people feel excellent for the services provided by SBI in

the advance product. 35% of the customers consider ATTRACTIVE INTEREST RATE in

the loan segments of SBI. 40% of the customers consider LONGER REPAYMENT PERIOD in

the loan segments of SBI. 5% of the customers consider SIMPLE & FAST PROCESSING in the

loan segments of SBI. 20% of the customers consider TRANSPARENCY in the loan

segments of SBI.

In present scenario SBI is the largest advance product issuer in India. Within a very short period of time the achievement made by SBI is excellent, what a normal bank cannot expect, but it is being done by SBI. It happens due to employee dedication towards

the organization fastest growing Indian economy brand image.

To stay at top rank, SBI should focus on- Launch Innovative product Customized advance products Better customer services Fastest customers problem solving techniques Customer retention

Apart from all the above SBI believe in providing good customer services to their customers which is a key factor for success in future.