Rajni Final Project

7/28/2019 Rajni Final Project

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1.1.1 Overview of the Organisation:-State Bank of India is the largest and one of the oldest commercial bank in India, in

existence for more than 200 years. The bank provides a full range of corporate,

commercial and retail banking services in India. Indian central bank namely

Reserve Bank of India (RBI) is the major share holder of the bank with 59.7%

stake. The bank is capitalized to the extent of Rs.646bn with the public holding

(other than promoters) at 40.3%. SBI has the largest branch and ATM network

spread across every corner of India. The bank has a branch network of over 14,000

branches (including subsidiaries). Apart from Indian network it also has a network

of 73 overseas offices in 30 countries in all time zones, correspondent relationship

with 520 International banks in 123 countries. In recent past, SBI has acquired

banks in Mauritius, Kenya and Indonesia. The bank is listed on the Bombay Stock

Exchange, National Stock Exchange, Kolkata Stock Exchange, Chennai Stock

Exchange and Ahmadabad Stock Exchange while its GDRs are listed on the

London Stock Exchange. With this type of strong base, SBI has displayed a

continued performance in the last few years in scaling up its efficiency levels. Net

Interest Income of the bank has witnessed a CAGR of 13.3% during the last five

years.

1.1.2 Management of the Organisation:-The bank has 15 directors and 1 Chairman on the Board and is responsible for the

management of the Banks business. The board in addition to monitoring corporate

performance also carries out functions such as approving the business plan,


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reviewing and approving the annual budgets and borrowing limits and fixing

exposure limits. Shri Pratip Chaudhuri, assumed charge as Chairman of State Bank

of India on 7th April 2011. Born on 12th September 1953, Mr. Chaudhuri joined

State Bank of India as a Probationary Officer in the year 1974. Immediately prior to

taking over as Chairman, Mr. Chaudhuri was Dy. Managing Director (International

Banking Group), State Bank of India. During his tenure of 37 years in State Bank of

India, Mr. Chaudhuri has held a number of important positions, including those of

Dy. Managing Director (IBG), Chief General Manager (Foreign Offices), Chief

General Manger of Chennai Circle and General Manager (Mid Corporate Group).

Mr. Chaudhuri also headed State Bank of Saurashtra, and piloted its merger with

State Bank of India. Shri. Hemant G. Contractor is Managing Director, Group

Executive (International Banking), Whole-Time Director of State Bank Of India

since 7, April 2011. Prior to this appointment, he was Deputy Managing Director &

Chief Financial Officer. He has background in Treasury, Credit and Corporate

Banking, besides overseas experience in Bahrain. He was earlier posted as Deputy

Managing Director & Group Executive (Corporate Banking) and Chief General

Manager, Chandigarh Circle.


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1.1.3 Present Leadership:-2 Sr.

No

.

Name DesignationUnder Section of

SBI Act 1955

1 Shri Pratip Chaudhuri Chairman 19 (a)

2Shri Hemant G.

Contractor

Managing Director19 (b)

3 Shri Diwakar Gupta Managing Director 19 (b)

4 Shri A. Krishna Kumar Managing Director 19 (b)

5 Shri S.Vishvanathan Managing Director 19 (b)

6 Shri S. Venkatachalam Director 19 (c)

7 Shri D. Sundaram Director 19 (c)

8Shri Parthasarathy

IyengarDirector 19 (c)

9 Shri Thomas Mathew Director 19 (c)

10 Shri Jyoti BhushanMohapatra

Workmen EmployeeDirector

19 (ca)

11 Shri S.K. MukherjeeOfficer Employee

Director19 (cb)

12 Dr. Rajiv Kumar Director 19 (d)

13 Shri Deepak Amin Director 19 (d)

14Shri HarichandraBahadur Singh

Director 19 (d)

15 Shri Rajiv Takru Director 19 (e)

16 Dr. Urjit R. Patel Director 19 (f)

Table No.1: Present Leadership of the organisation

1.1.4 Shareholding and Liquidity (Till Dec31, 2012):-

State Bank of India (SBI) is sitting on excess liquidity to the tune of Rs 70,000-80,000

crore which is an indication of slower demand for loan in the economy. Indicating this,

SBI chief Pratip Chaudhuri said that the bank has seen robust growth in deposit

mobilisation while demand for loan is lukewarm. It may be recalled that the excess

liquidity to the tune of Rs 70,000 crore ways back in 2009 had prompted the former

chairman O P Bhatt to launch home loan at a fixed rate of 8% for first year - a scheme

which was later termed as teaser scheme and disapproved by the Reserve Bank of India
http://economictimes.indiatimes.com/state-bank-of-india/stocks/companyid-11984.cmshttp://economictimes.indiatimes.com/topic/Pratip%20Chaudhurihttp://economictimes.indiatimes.com/topic/Reserve%20Bank%20of%20Indiahttp://economictimes.indiatimes.com/topic/Reserve%20Bank%20of%20Indiahttp://economictimes.indiatimes.com/topic/Pratip%20Chaudhurihttp://economictimes.indiatimes.com/state-bank-of-india/stocks/companyid-11984.cms


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1.1.5 Key Areas of Operations:-

Figure No.1: Key Area of Operation

1.1.6History:-

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

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

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

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

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

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

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

India on 27 January 1921.

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

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

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

India's economy.


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1.1.7Establishment:

The establishment of the Bank of Bengal marked the advent of limited liability, joint-

stock banking in India. So was the associated innovation in banking, viz. the decision to

allow the Bank of Bengal to issue notes, which would be accepted for payment of public

revenues within a restricted geographical area. This right of note issue was very valuable

not only for the Bank of Bengal but also its two siblings, the Banks of Bombay and

Madras.

Group Photograph of Central Board (1921)

Figure No.2: Group photograph of SBI central board

1.1.8Business:

The business of the banks was initially confined to discounting of bills of exchange or

other negotiable private securities, keeping cash accounts and receiving deposits and

issuing and circulating cash notes. Loans were restricted to Rs. one lakh and the period of

accommodation confined to three months only. The security for such loans was public

securities, commonly called Company's Paper, bullion, treasure, plate, jewels, or goods

'not of a perishable nature' and no interest could be charged beyond a rate of twelve per

cent. Loans against goods like opium, indigo, salt woollens, cotton, cotton piece goods,

mule twist and silk goods were also granted but such finance by way of cash credits

gained momentum only from the third decade of the nineteenth century.


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Indians were the principal borrowers against deposit of Company's paper, while the

business of discounts on private as well as salary bills was almost the exclusive

monopoly of individuals Europeans and their partnership firms. But the main function of

the three banks, as far as the government was concerned, was to help the latter raise loans

from time to time and also provide a degree of stability to the prices of government

securities.

Old Bank of Bengal

Figure No.3: Old Bank of Bengal

1.1.9 Competitors:-

Top Performing Public Sector Banks-

Andhra Bank

Allahabad Bank

Punjab National Bank

Dena Bank

Vijaya Bank


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Top Performing Private Sector Banks-

HDFC Bank

ICICI Bank

AXIS Bank

Kotak Mahindra Bank

Centurion Bank of Punjab

Top Performing Foreign Banks-

Citibank

Standard Chartered

HSBC Bank

ABN AMRO Bank

American Express

1.1.10 SWOT analysis:-

Strength:-

SBI is the largest bank in India in terms of market share, revenue and assets. As per recent data the bank has more than 13,000 outlets and 25,000 ATM centres The bank has its presence in 32 countries engaging currency trade all over theworld


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Weaknesses:-

Lack of proper technology driven services when compared to private banks Employees show reluctance to solve issues quickly due to higher job security andcustomers waiting period is long when compared to private banks

The banks spends a huge amount on its rented buildings

Opportunities:-

Mergers will result in expansion of market share to defend its number oneposition

SBI is planning to expand and invest in international operations due to goodinflow of money from Asian Market

Since the bank is yet to modernize few of its banking operations, there is a betterscope of using advanced technologies and software to improve customer relations

Threats:-

Net profit of the year has decline from 9166.05 in the year FY 2010 to 7,370.35 inthe year FY2011

This shows the reduce in market share to its close competitor ICICI Other private banks like HDFC, AXIS bank etc


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1.1.11 DIFFERENT PRODUCTS OF SBI:-

DEPOSIT LOANS CARDS DIFFERENT

CREDIT CARDS

SavingsAccount

HomeLoans

ConsumerCards

SBIInternational

cards

Life PlusSenior

Citizens

Savings

Account

LoanAgainst

Property

Credit Card SBI Goldcards

FixedDeposits

PersonalLoans

Travel Card SBI GoldMaster cards

SecurityDeposits

CarLoan Debit Cards Your CityYour Cards

RecurringDeposits

Loansagainst

Securities

CommercialCards

Tax-SaverFixed Deposit

TwoWheeler

CorporateCards

PartnershipCards

SalaryAccount

Pre-approved

Loans

Prepaid Card

AdvantageWoman

Savings

Account

RetailAsset

Purchase Card SBIEmployee

Cards

Rural SavingsAccount

FarmerFinance

DistributionCards

People'sSavings

Account

BusinessInstallment

Loans

Business Card

SBIAdvantage

Cards

FreedomSavings

Account

Flexi Cash MerchantServices

Table No.2: Different products of SBI
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1.1.12 Awards and Recognitions:-

Figure No.4: Awards and Recognitions


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1.1.13 Vision and Mission of the Organisation:-

Vision

A Pioneering, Apolitical and Responsive officers Union movement with Enlightened values,

Committed Cadre, Inspiringly led, Ever at the focused services of the members, the Bank and the

community at large.

Mission ..

To carry the torch of an exemplary SBI Officers Union Movement; Ever alive to Uniting, Protecting, Securing and Satisfying the committed and

enthused members;

Ever facilitating the growth and development of quality Bank Professionals; Ever offering trusteeship role in meeting the challenges of SBI in the face of

changing Economic Scenario;

Ever trusting in continuous search, improvement and education with a concern forall that is noble, just and praiseworthy in our movement, Bank and Nation.


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1.1.14 Market position of SBI:-

Figure No.5: Market position of SBI

1.2 Theoretical Description:-

1.2.1 Meaning ofAuto Loan:

An auto loan is a loan used to finance the purchase of an automobile and usually backed

by a lien on the vehicle.

The subject ofauto loan comprises the different financial product which allows someone

to acquire a car with any arrangement other than a single lump payment. The provision of

car finance by a third party supplier allows the acquirer to provide for and raise the funds

to compensate the initial owner, either a dealer or manufacturer.

Car finance is required by both private individuals and businesses. All types of finance

products are available to either sector; however the market share by finance type for each

ICICI

20%

SBI

48%

HDFC

11%

PNB

21%

Market Share of SBI
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sector differs, partly because business contract hire can provide tax and cash flow

benefits to businesses.

Why auto loan is important?

The new car market is growing fast in India. It is helped a lot by easy availability of car

loan in the auto market. As the auto industry is growing car companies have tied up with

various banks and financial institutions for providing loan facility to prospective buyers.

There are many benefits of buying things on credit:.

You do not need to save for many months and then buy some expensive item. You can do it easily after availing of some loan. This way, any salaried person

can easily buy an expensive item and pay easily in equated monthly installments.

Thus credit schemes like car loan are helping both salaried prospective buyers andthe overall auto industry.

1.2.2 Meaning ofCustomers Perception:-

Customer perception applies the concept of sensory perception to marketing and

advertising. Just as sensory perception relates to how humans perceive and process

sensory stimuli through their five senses, consumer perception pertains to how

individuals form opinions about companies and the merchandise they offer through the

purchases they make. Merchants apply consumer perception theory to determine how

their customers perceive them. They also use consumer perception theory to develop
http://en.wikipedia.org/wiki/Business_contract_hirehttp://en.wikipedia.org/wiki/Business_contract_hire


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marketing and advertising strategies intended to retain current customers -- and attract

new ones.

Why it is necessary to know about Customers Perception:

In todays globalising economy competition is getting more and fiercer. That means it

becomes more difficult for products and services to differentiate themselves from other

offerings than ever before.

Customer behaviour becomes more hybrid. On one hand, customers are increasingly

price sensitive searching for bargains at marketplaces like ebay or buying their

groceries at discount markets. On the other hand they enjoy branded and luxury goods.

One and the same person may plan a weekend trip with a no-frills airline and a stay at a

five-star-hotel.

Meaning ofCustomer Satisfaction:-

As customer expectations increase, maintaining customer satisfaction is an ongoing

challenge and a competitive opportunity. Continuing to evaluate and evolve your

customer interaction strategies can deliver benefits including faster problem resolution,

greater customer loyalty, better customer information, and more efficient contact centers.

With collaboration tools, you can provide service through the channels your customers

choose to reach you, whether in person, by phone, online, or through social media.


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How collaboration implementations can help you improve customer satisfaction.

Primary Use Cases for Improving Customer Satisfaction:

Provide Multichannel Customer Service

Move past typical service strategies to create more interactive and collaborative

customer relationships.

Locate & Access Remote Experts

Identify, locate, and connect with experts in real-time to provide customers with

advisory services for sales and support using high-quality audio and video.

Monitor Social Media

Provide real-time proactive response to generate greater customer loyalty and

brand preference.

Secondary Use Cases for Improving Customer Satisfaction

Enable Meetings with Remote Participants

Use web conferencing so employees and customers can meet any time, from

anywhere.

Collaborate with External Organizations

Share information, interact with customers in real time, and communicate across

channels beyond email and telephone.
http://www.cisco.com/en/US/solutions/ns1007/UC_multichannel_customer_service.htmlhttp://www.cisco.com/en/US/solutions/ns1007/UC_remote_experts.htmlhttp://www.cisco.com/en/US/solutions/ns1007/UC_social_media.htmlhttp://www.cisco.com/en/US/solutions/ns1007/UC_enable_meetings.htmlhttp://www.cisco.com/en/US/solutions/ns1007/UC_external_organizations.htmlhttp://www.cisco.com/en/US/solutions/ns1007/UC_external_organizations.htmlhttp://www.cisco.com/en/US/solutions/ns1007/UC_enable_meetings.htmlhttp://www.cisco.com/en/US/solutions/ns1007/UC_social_media.htmlhttp://www.cisco.com/en/US/solutions/ns1007/UC_remote_experts.htmlhttp://www.cisco.com/en/US/solutions/ns1007/UC_multichannel_customer_service.html


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1.3 Objective of Study:-

First and foremost objective is to find out the reasons for using of Auto Loans fromSBI.

To find out that what different services in auto loans other banks are giving to theircustomer.

To generate the leads through the survey.

To sort out the prospective leads from the data I have collected through the survey.

To build the relationship with the customers and to follow up them, make sure thatthey are satisfied with the product.

To place SBI Auto loan ahead of the competitors.

To make the customer aware of the benefits of the product and convince him to gofor SBI Advance Produc


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1.4 Scope of Study:-

The geographical scope of the study is restricted to Delhi only with sample size of 100

people.

All the analysis and suggestions are based on the analysis of the both primary and secondary

data.

Therefore the scope of the study revolves around the following aspects:-

Consumer perception towards Auto Loans. Consumer awareness about Auto Loan scheme and its benefit. Aware the Bank about the customer problems, especially in case of automobile sector.


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Chapter-2

Methodology2.1 Methodology used for Data Collection.

2.2 Methodology used for Data Analysis.


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Research methodology

Research methodology is a methodology for collecting all sorts of information & data

pertaining to the subject in question. The objective is to examine all the issues involved &

conduct situational analysis. The methodology includes the overall research design, sampling

procedure & fieldwork done & finally the analysis procedure. The methodology used in the

study consistent of sample survey using both primary & secondary data. The primary data has

been collected with the help of questionnaire as well as personal observation book, magazine;

journals have been referred for secondary data. The questionnaire has been drafted &

presented by the researcher himself.

2.1 Methodology used for Data Collection:

- DATA:- Data are values ofqualitative orquantitative variables, belonging to a set ofitems. Data are typically the results ofmeasurements and can

be visualized using graphs orimages. Data as an abstract concept can be viewed as

the lowest level ofabstraction from which information and then knowledge are

derived.

- DATA COLLECTION: - It refers to collection of information .for a research tosuceed rawfacts must be collected in a form which helps in effective production of

result and meeting the objective of study.

- SOURCES OF DATA COLLECTION:- PRIMARY DATA:- Primary data is the data which is collected by the researcher

directly from his own observations and experiences. For example, if the researcher

conducts a survey for the collected of data then it is known as primary data.
http://en.wikipedia.org/wiki/Value_(computer_science)http://en.wikipedia.org/wiki/Qualitative_datahttp://en.wikipedia.org/wiki/Quantitative_datahttp://en.wikipedia.org/wiki/Variable_and_attribute_(research)http://en.wikipedia.org/wiki/Measurementhttp://en.wikipedia.org/wiki/Data_visualisationhttp://en.wikipedia.org/wiki/Graph_(data_structure)http://en.wikipedia.org/wiki/Imagehttp://en.wikipedia.org/wiki/Abstractionhttp://en.wikipedia.org/wiki/Abstractionhttp://en.wikipedia.org/wiki/Imagehttp://en.wikipedia.org/wiki/Graph_(data_structure)http://en.wikipedia.org/wiki/Data_visualisationhttp://en.wikipedia.org/wiki/Measurementhttp://en.wikipedia.org/wiki/Variable_and_attribute_(research)http://en.wikipedia.org/wiki/Quantitative_datahttp://en.wikipedia.org/wiki/Qualitative_datahttp://en.wikipedia.org/wiki/Value_(computer_science)


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- SECONDARY DATA:- Secondary data is data that has already been collected andcollated by somebody for some reason other than the current study. It can be used to

get a new perspective on the current study, to supplement or compare the workor to

use parts of it, as anotherstudy may prove costly and time consuming e.g. the census.

2.2 Methodology used for Data Analysis:

Sample Size:

Sample of 100 people was taken into study, and their data was collected

Sampling Technique:

To study the Project, a Simple Random Sampling technique is used.

Data Collection:

Collection of data is done by

Secondary Data & through

Questionnairei.e., Primary data was collected through Questionnaire.
http://www.blurtit.com/q7262618.htmlhttp://www.blurtit.com/q959688.htmlhttp://www.blurtit.com/q959688.htmlhttp://www.blurtit.com/q644315.htmlhttp://www.blurtit.com/q644315.htmlhttp://www.blurtit.com/q959688.htmlhttp://www.blurtit.com/q959688.htmlhttp://www.blurtit.com/q7262618.html


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Data Analysis:

After data collection, Im able to analyze customers views, ideas and opinions related to

Auto loan provided by SBI and from this, SBI will come to know the customer

requirements.

Data Interpretation:

Interpretation of data is done by using statistical tools like Piediagrams, Bar graphs, and also using quantitative techniques (by using

these techniques) accurate information is obtained.

Classification & tabulation of data:

The data thus collected were classified according to the categories,counting sheets & the summary tables were prepared. The resultant

tables were one dimensional, two dimensional.

Statistical tools used for analysis:

Out of the total respondents, the respondents who responded logicallywere taken into account while going into statistical details & analysis

of data. The tools that have been used for analyzing data & inference


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drawing are mainly statistical tools like percentage, ranking, averages,

etc.

As per questionnaire and market surveys I have find out different responses from different

people. According to their responses I analyze the findings and draw certain remarks.


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Chapter-3

Data Analysis and Interpretation


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Q1. On which bank you depend for your regular transaction?

SBI 80

ICICI 7

HDFC 5OTHER 8

TOTAL NO. OF PEOPLE 100

Figure No.6: Depend for your regular transaction

It has been observed that 86% peoples are using the service of SBI for their daily transaction,

8% people are using ICICI Bank only 5% of people are using HDFC & 1% people other

Bank service respectively. It also shows that SBI have the highest market position in between

customers as per my sample.

86%

8%5%

1%

SBI

ICICI

HDFC

Other


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Q-2 How did u come to know about SBI?

Internet 17

Advertisement 24

Friends or Family 35Others 4

Total no. peoples 80

Figure No.7: Come to know about SBI

It has been observed that 22% peoples came to know about SBI from Internet, 31% from

Advertisement, 45% from Family and Friends, and 2% from others. It also shows that most

of the peoples know about SBI from Family and Friends as per my sample.

21%

30%

44%

5%

Internet

Advertisement

Friends or Family

Others


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Q-3 What is your Occupation?

Salaried 32

Self- employed 41

Retired 7

Figure No.8: Occupation

It has been observed that 43% Peoples are from Salaried or Service sector, 55% Peoples are

Self- employed and 2% Peoples are Retired from their jobs . It also shows that most of the

Correspondents are self- employed as per my sample.

43%

55%

2%

Salaried

Self-employed

Retired


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Q-4 What is your annual income?

Below 1 lakh 19

1-2 lakh 11

2-3 lakh 24Above 3 lakh 26

Figure No.9: Annual income

It has been observed that 24% Peoples are those who are earning below 1 lakh p.a., 14%

Peoples are those who are earning 1-2 lakh p.a., 30% Peoples are those who are earning 2-3

lakh p.a., and 32% Peoples are those who are earning above 3 lakhs p.a.,. It also shows that

most of the Peoples are those who are earning above 3 lakhs as per my sample.

24%

14%

30%

32%

Below 1 lakh

1-2 lakh

2-3 lakh

Above 3 lakh


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Q-5 Do you have vehicle?

Yes 72

No 8

Figure No.10: vehicle

It has been observed that 90% Peoples own vehicle and 10% Peoples do not own vehicle. It

also shows that most of the Peoples own vehicle as per my sample.

90%

10%

Yes

No


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Q-6 Which type of vehicle do you own?

Two Wheeler 23

Four Wheeler 49

It has been observed that 32% Peoples own Two wheeler and 68% Peoples own Four

wheeler vehicle. It also shows that most of the Peoples own four wheeler vehicle as per my

sample.

32%

68%

Two Wheeler

Four Wheeler


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Q-7 Does your vehicle is on loan?

Yes 66

No 6

It has been observed that 92 Peoples vehicle is on loan and 8% Peoples vehicle is not on loan

. It also shows that most of the Peoples Vehicle is on loan.

92%

8%

Yes

No


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Q-8 If yes, from which bank you took loan?

SBI 53

ICICI 5

HDFC 3

Other bank 5

It has been observed that 80% Peoples took loan from SBI bank, 8% Peoples took loan from

ICICI bank, 4% Peoples took loan from HDFC bank and 8% Peoples took loan from other

banks. It also shows that most of the Peoples took loan from SBI bank as per my sample.

80%

8%

4%8%

SBI

ICICI

HDFC

Other Bank


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Q-9 Are you aware of auto loan provided by SBI?

Yes 53

No 13

It has been observed that 80% Peoples are aware of SBI auto loan and 20% Peoples are not

aware of SBI auto loan. It also shows that most of the Correspondents know about SBI auto

loan from as per my sample.

80%

20%

Yes

No


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Q-10 Have you ever used auto loan service provided by the SBI?

Yes 53

No 13

It has been observed that 80% Peoples have already used SBI auto loan and 20% Peoples

have not used SBI auto loan. It also shows that most of the Peoples used SBI auto loan as per

my sample.

80%

20%

Yes

No


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Q-11 If, yes which feature you like most in loan segment of SBI?

Less paper work 17

Attractive interest rate 28

Simple and fast processing 3

Any other feature 5

It has been observed that 32% Peoples like the less paper work of SBI auto loan , 53%

Peoples like attractive interest rate, 6% Peoples like simple and fast processing and 9%

Peoples like some other features .It also shows that most of the Peoples like attractive interest

rate of SBI auto loan as per my sample.

32%

53%

6%9%

Less paper work

Attractive interest rate

Simple and fast processing

Any other feature


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Q-12 What do u feel about auto loan provided by SBI?

Bad 0

Satisfactory 3

Good 15

Excellent 35

It has been observed that Nobody feel bad about SBI auto loan, 25% Peoples feel its

satisfactory, 60% Peoples feel its good, and 15% Peoples feel its excellent. It also shows

that most of the Peoples feel good about SBI auto loan as per my sample.

0%

11%

58%

31%

Bad

Satisfactory

Good

Excellent


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Q-13 How do u rate SBI in comparison with other banks?

Very poor 0

Bad 0

Average 15

Good 28

Better 10

It has been observed that 28.3% Peoples rate SBI as average bank in comparison to others,

52.83% Peoples thinks it as a good bank, and 19% Peoples thinks it is better than others. It

also shows that most of the Correspondents think that SBI auto loan is good from others as

per my sample.

0%

10%

20%

30%

40%

50%

60%

Very

poorBad

Averagegood

Better

SBI comparison with other banks

SBI comparison with other

banks


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Q-14 What will be your alternative bank for auto loan?

HDFC 11

ICICI 16

PNB 17

Other 9

It has been observed that 21% People Choose HDFC as an alternate to SBI, 30% choose

ICICI, 32% choose PNB and 17% choose others. It also shows that most of the Peoples

choose PNB as alternate to SBI as per my sample.

HDFC

21%

ICICI

30%

PNB

32%

Other

17%


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Q-15 Reasons for the alternative bank?

Low interest rate 7

Transparency 13

Flexibility to choose an EMI base loan oe an

overdraft

27

Longer tenure loan for ease of payment 6

has been observed that 13% people choose alternate bank for their low interest rate, 13% for

transparency, 27% for Flexibility to choose an EMI base loan oe an overdraft and 11% for

Longer tenure loan for ease of payment. It also shows that most of the people choose bank

fot auto loan by looking the Flexibility to choose an EMI base loan oe an overdraft as per my

sample.

13%

25%

51%

11%

Sales

Low interest rate

Transparency

Flexibility to choose an EMI

base loan oe an overdraft

Longer tenure loan for ease of

payment


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Q-16 In terms of the service you received from lending officer(s), how satisfied were you

with the following?

(a)Friendly and Courteous manner:

It has been observed that 15% people are very satisfied, 66% people are satisfied, 19% shows

neutral behaviour. It also shows that most of the people are satisfied as per my sample.

0%

10%

20%

30%

40%

50%

60%

70%

Friendly and Courteous manner


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(b)Knowledge of banks auto loan:

It has been observed that 27.53% people are very satisfied, 66.03% people are satisfied, 9%

shows neutral behaviour. It also shows that most of the people are satisfied as per my

sample.

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

Knowledge of banks auto loan

Knowledge of banks auto loan


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(c)Willingness to listen and respond to your need:

It has been observed that 20.75% people are very satisfied, 43.39% people are satisfied,

35.84% shows neutral behaviour. It also shows that most of the people are satisfied as per my

sample.

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

Willingness to listen and respond to your

need

Willingness to listen and

respond to your need


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(d)Fast and efficient service:



sample.

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

Very

satisfied

Satisfied Nuetral Dissatisfied Very

dissatisfied

Fast and efficient service


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(e)Recognition of you as valued customer:



sample.

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

Recognition of you as valued customer

Recognition of you as valued

customer


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(f) Available to customers when needed:



sample.

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%70.00%

Available to customers when needed:

Available to customers when

needed:


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(g)Offer of other services or alternative means to meet your needs:


62.26% shows neutral behaviour. It also shows that most of the people showed neutral

behaviour as per my sample.

0%10%20%30%40%50%60%70%80%

90%100%

Offer of other services or alternative means

to meet your needs

Offer of other services or

alternative means to meet your

needs


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Q-17 Would you use SBI auto loan in future?

It has been observed that 76% people probably would use SBI in future, 16% people

definitely would, 6% people probably not and 2% people definitely not. It also shows that

most of the peoples probably would use the SBI in future.

16%

76%

2%

6%

Definitely would

Probably would

Definitely not

Probably not


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Q-18 Would you recommend SBI to your near ones?

It has been observed that 73% people would recommend SBI to their near ones and 27%

would not. It also shows that most of the peoples would recommend.

73%

27%

Yes

No


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Chapter-4Conclusions


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4.1 Result of Study:

From this project it is found that SBI Auto loan having the 1st place in the market atDelhi, there is a great opportunity to compete with PNB Bank & to retain its customer

by fulfilling the requirement of customer in SBI auto loan.

It has been observed that approximately 85% correspondents are using Auto loan ofSBI and 15% are not using in Delhi.

All of SBI customers are satisfied with the services provided by the bank. Many of these customers satisfied with the attractive interest rate and less paper work

of the Auto loan.

Most of the customers at Delhi prefer to take loan from SBI. Approximately 31% of Auto loan users said that the service of SBI in Auto loan is

excellent and 58% said Good.

A response from customer care is so clear & good. Many customers have no time to call customer care so that they are not able to know

about the service & features of SBI advance product.

Most customers are shifted from other banks Auto loan to SBI because of hiddencharges, high interest rate, less repayment period.

Government employees are more concern than private employees for Auto loan.


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4.2 Limitations:

As the project involved the marketing research using questionnaires, viewsexpressed by the respondents are confined to the elements of questionnaire. But I

tried to get more information through general questions so that I could reach at the

clear picture of the position of the SBI bank.

As the sample size of my project was not so big for this survey the sample sizeshould be very big because lack of time I was only able to research on 100

peoples.

All customers are not alike. Thus the results may not hold true for everyindividual.

In some instances respondents may not have revealed the truth.


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4.2 Suggestions and scope for the further study: Customer awareness programme is required so that more people should attract towards

auto loan.

If there are any kind of hidden charges than that must disclose to customer before givingloan to them.

SBI must take some steps so that customers can get their loan in time. Like phoneverification 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.

SBI should more concern about physical verification rather than phone verification so itwill avoid fraud or cheating.

Auto loan selling agents must not give any type of wrong information regarding autoloans

For the better service new offers would be require. SBI customer care should more concern about the fastest settlement of customer

problems.

Before deducting or charging any monetary charge SBI must consult with customer. Agents should be trained, well educated & proper trained to convince the people about

different advance product.

It is the duty of the bank to disclose all the material facts regarding auto loan, like interestcharged, repayment period, other types of charges, etc.

Special scheme should be implemented to encourage both customer and agents. The bank should increase the period for repayment of loan. SBI should more focus on Retaining existing customers.


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SBI must focus on Segmentation based on customer knowledge Product offering based oncustomer demand.

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 auto

loan in Delhi. SBI is in 1st position having large 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.

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 be the largest advance product issuer, 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.


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Annexure


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QuestionnaireName (optional) -__________________

Address__________________________________

Age_____

Gender______

Q-1.On which bank you depend for your regular transaction?a) SBI

b) ICICI Bankc) HDFC Bankd) Other Bank, Specify (_____________)

Q-2.How did u come to know about SBI?

a) Internetb) Advertisementc) Friends or familyd) Others (please specify)

Q-3.What is your occupation?

a) Salariedb) Self- employedc) Retired

Q-4.What is your annual income?

a) Below 1 lakhb) 1-2 lakhsc) 2-3 lakhsd) Above 3 lakhs

Q-5.Do you have vehicle?

a) Yesb) No

Q-6.Which type of vehicle do you own?

a)

Two wheelerb) Four wheeler


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Q-7.Does your vehicle is on loan?

a) Yesb) No

Q-8.If yes, from which bank you took loan?

a) SBIb) ICICI Bankc) HDFC Bankd) Other Bank, Specify (_____________)

Q-9.Are you aware of auto loan provided by SBI?

a) YESb) NO

Q-10.Have you ever used auto loan service provided by the SBI?

a) Yesb) No

Q-11.If yes, which features you like most in Loan segments of SBI?

a) Less paper workb) Attractive interest ratec) Simple & fast processingd) Any other feature, specify ( _____________ )

Q-12.What do you feel about the auto loan provided by SBI ?

a) Badb) Satisfactoryc) Goodd) Excellent

Q-13.How do you rate SBI in comparison with other banks?

Very Poor Bad Average Good Better

Q-14.Which will be your alternative bank for auto loan?

a) HDFCb) ICICIc) PNBd) Others (please specify)


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Q-15.Reasons for the alternative bank?

a) Low interest rateb) Transparencyc) Flexibility to choose an EMI base loan or an overdraftd)

Longer tenure lone for ease of repayment

Q-16 In terms of the service you received from the lending officer(s), how satisfied were

you with the following?

Very

satisfiedSatisfied Neutral Dissatisfied

Very

dissatisfied

Friendly and courteous manner

Knowledge of bank's auto loan

Willingness to listen and respond to

your need

Fast and efficient service

Recognition of you as valued

customer

Available to customers when

needed

Offer of other services or alternative

means to meet your needs

Q-17 Would you use SBI auto loan in future ?

A) Definitely wouldB) Probably wouldC) Definitely notD) Probably not

Q-18 Would you recommend SBI to your near ones?

a) Yesb) No

Q-19.Any suggestion you want to give for the betterment of SBI advance product.

___________________________________________________________________________

___________________________________________________________________________

_____________________________________________________________________________________________________________________________________________________.


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Bibliography


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Bibliography

Text Books:

Solomon, Michael R. (2002), Consumer Behaviour: Buying, Having, Being. 5th Ed.

New Jersey: Prentice Hall

Wilson A. (2003), Marketing Research: An Integrated Approach

Naresh Ku. Malhotra, Marketing Research: An Applied Orientation, Fifth Edition

Internet: www.google.co.in www.sbi.com www.sbi.co.in www.bnet.com
http://www.google.co.in/http://www.sbi.com/http://www.sbi.co.in/http://www.bnet.com/http://www.bnet.com/http://www.sbi.co.in/http://www.sbi.com/http://www.google.co.in/

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