SBI mobile banking

Project Report

ON

“Mobile banking facility of SBI in Rewa city”

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B.B.A. Programme,Department of Business Administration

A.P.S. University, Rewa [M.P.]

Master Of Business Administration A.P.S. University Rewa

Submitted To

Dr. Atul Pandey Prof-In-Charge (B.B.A. Programme) Deptt. Of Business Administration

Submitted By

Mr. Abhishek Tiwari Marketing B.B.A. 6th SEM

Deptt. Of Business Administration

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ACKNOWLEDGEMENT

Mere words cannot express my sincere gratitude and sentiment to those who paved path for me, with their light of knowledge, Sincerity and constant encouragement.

It is with great pleasure I present this report to “State Bank of India”. I am highly thankful to reverend members of Faculty for their pristine advice and time, I am highly indebted to Mr. S.S. Patel (Branch Manager) of GEC Branch Rewa, for allowing me to undergo project in his esteemed organization.

I would like to thank and express my sincere gratitude to Mrs. Sheela Singh, In charge of Mobile Banking GEC Branch Rewa, under whose valuable guidance I had successfully completed the project work.

At last but not the least I would like to pay my regards to My Parents & Friends who were always with me during all the odds of my life.

ABHISHEK TIWARI


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PREFACE

This is the age of technical up gradation. Nothing remains same for a long period. Everything changes within a certain span of time. So it’s must for every organization to put bird’s eye view on its overall functioning.

This report was prepared during practical training of Bachelor of Business Administration, A.P.S. University Rewa (M.P.). The student of B.B.A. essentially requires a practical training for 6 to 8 weeks in any business organization. It gives an opportunity to the students to test their acquired knowledge through practical experiences.

The objective of my project was “The study of Mobile banking facility of State bank of India in Rewa City”. I however, present this report in all my modesty to the readers with a faith that it will serve the cause of the subject.

Place: Indore

Date: ABHISHEK TIWARI


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DECLARATION

I hereby affirm that the project on “Mobile banking facility of SBI in Rewa city” submitted by me to International Institute of Professional Studies, Devi Ahilya University Indore (M.P.) to fulfill the requirement for award of Master of Business Administration (M.B.A.) degree embodies my own work except the guidance and suggestion received during the work which has been suitably acknowledged.

Place: Indore

Date: ABHISHEK TIWARI


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CONTENTS

S.No Page no.

1. Introduction 052. Organization’s Profile 083. Product Profile of SBI 114. Project at a glance 155. Objectives 216. Research Methodology 237. Data Analysis & Interpretation 268. Findings & Conclusion 369. Limitations 39

10. Bibliography 4111. Questionnaire 42


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Introduction


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Introduction

Banking is the one of the fundamental need of every human being in this earth, talking about these days banking has not only been the need of human but also to the various organization and trust, even the biggest money earning trust of India including Sri Balaji Trust and Shirdi Sai Trust are also using the bank services to take the proper care of the trust’s money. The banking did not only refer to the institutional banking but also the exchange of money between individuals and organizations. The banking system in India is very vast and untouched yet this is the reason why there are so many possibilities of further growth are present.

Because of the presence of the Private sector in the field of banking, it becomes mandatory for every bank to provide better customer services and value for money to get the maximum number of customers associated with it.

In seldom with the above mentioned lines there had been a very huge amount of change in the basic work process of every of the bank, now by leaving the boundary of red tape ism the bank are working for the higher and higher customer satisfaction.


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“Nothing is New Forever” is a very good line in Wikkipidea.com about services, it means that none of the service is long lasting, launch of a new service is a typical issue lots of constrains like Budget, Risk level, Market potential etc has to be search about, thus continuously an organization tries to bring innovation in the particular service and by this means get a bit more time for being in competition with other.

These days every of the bank is preparing itself to provide the best possible services to the customers weather public or private every of the bank is trying to attract the customer toward their own organization by various possible methods like advertisement, sponsorship of events, various types of further services like Railway ticketing, Internet Banking, Mobile Banking etc.

The Internet Banking and Mobile banking are one of the very new concepts in the field Banking, these are far better than the traditional concept of banking where one had to wait several hours standing making queue inside the bank premises. This is another step in anywhere banking service provided by the banks.

State bank of India is the pioneer of Mobile Banking in India; this is the first bank to launch several other services like Internet banking and even ATM cards which could be popularly known by the name of “plastic Money”.


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Organization’s Profile


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Organizations’ profile

State Bank of India is one of the very prominent banking service providers in India, which could even be ranked number one in the customer satisfaction. The bank was introduced by the name of Imperial Bank of India in 1921 by associating three imperial banks, including bank of Bengal, bank of Bombay (Mumbai these days), bank of madras(Chennai these days). And finally in 1955 the name had been changed to the State bank of India, The bank is having one of the proficient names in the field of Indian banking system; the bank is the very prominent service provider in India and abroad with its 8 subsidiaries and 23,300 branches along with around 100000 ATM machines, this is so called the widest and largest banking network all over India.

The State bank of India is having the very big brand name within the country it is the main bank of India. Now, while expanding its services the State Bank of India has also entered in the Insurance sector with the name of SBI Life Insurance. This is sufficient in itself that when other banks are using the various mergers to be competitive with SBI while entering into insurance sector, the SBI decided to walk alone in the very vast competitive and risky sector of Insurance.


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The State Bank of India is one of the very pre established bank in India and is the only bank in India which is having collision with the Western union money transfer, which is having the responsibility of cash transfer worldwide in between several countries.

The social profile of State Bank of India has also grown up in the Rewa city and the reason behind this is the several of social schemes by the bank itself, which includes “Clean rewa Green rewa campaign” in 2003, in which around 30,000 plants, had been planted and conserved in the surveillance of State bank of India. Also the organization of several of the events in Rewa itself which introduces the common public to the banking system and even to the services of State Bank of India.

Truly speaking the State Bank of India is having the similar name and fame in banking sector as LIC is having in Insurance and TATA is having in Automobiles and Steel in India. The purpose of comparison is not to bring the moral down of others but it is to retrospect the leaders of their prospective fields and undoubtedly The State Bank of India is the Market leader when it is about Banking.


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Service Profile of SBI


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Service profile

The services of state Bank of India are always a matter of consideration for the people of India and this is the reason why the bank is having so vast range of services associated with it.

The State bank of India is the institution which is working very hard for achieving the customer satisfaction through molding its policies towards the customer’s interest. For example as making home is one of the very common desire of each and every middle class family and thus the bank had molded the home loan policy in such a way so that the home loan is available to the customers @ 4%, which is first time in India.

The few main services of the State Bank of India are listed below.

Core Banking.Internet Banking.International Money Transfer.International ATM cum Debit Card.SBI Yatra CardMobile Banking.

The detailed information about these services is mentioned as follows.


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Core Banking:

Core banking is the facility which has been started by State Bank of India in the year 2000 which was very new and innovative concept for Indian banks those days, this service includes fund transfer at a very high rate and within few minutes to any of the bank or branch within India.

Internet Banking:

Internet banking is one of the concept pioneered by State Bank of India in 2007 which had enabled the customers to access their accounts by the use of Internet, this service had enabled the customers to go for online shopping and share trading and even for fund transfer.

International Money Transfer:

Money transfer between the banks is always a matter of due importance and when it comes to international money transfer it’s a severe issue, to cope up with this kind of problem the State bank of India is in accord with Western Union money transfer, which will be helpful to the NRIs to transfer the money to the country and even collect that.


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International ATM cum Debit Card:

The service of ATM is again an innovation brought in Indian sub continent by State Bank of India and the other banks had introduced it later the card is having a specific magnetic strip which possess the detail of account of the card holder this card can internationally being used for the money withdrawal and as the Debit Card to pay the bills by one single access.

SBI Yatra Card:

The India railways is having the largest rail line network worldwide and it is the second largest mean to carry passengers from one place to other so it’s obvious having queues at Ticket Reservation counters, to cope up with this the SBI had launched Yatra Card, by which a passenger can book Ticket from anywhere using internet.

Mobile Banking:

It was a dream of Mr. Dheeru Bhai Ambani pioneer of Reliance that every single Indian have his or her own mobile, thus by watching the importance of mobile phones SBI had launched the Mobile Banking which is just like home banking or any where banking.


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Project at a glance


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Project at a glance

The topic organization provided me to accomplish my project on “Mobile Banking facility in Rewa City” of “The State Bank of India”.

Before analyzing the various aspects of “Mobile banking Facility of SBI in Rewa City” we will have to take a brief look on the “Marketing Mix” and what does the term “SERVICE” means?


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Marketing mix

The term marketing Mix refers to the four areas of decision making in the marketing process that are blended to obtain the results desired by the organization. Product, Price, Promotion and Place. The four elements of the marketing mix shapes the role of marketing within all types of organizations, both profit and non-profit. Each element of the four Ps consists of numerous sub elements of the marketing mix, all in attempt to satisfy the needs and wants of the customers.

The marketing mix is generally accepted as the use and specification of the 4 Ps describing the strategic position of a product in the marketplace. One version of the origins of marketing mix starts in 1948 when Culliton said that a marketing decision should be result of something similar to a recipe. This version continues in 1953 when Neil Borden, in his American marketing Association presidential address, took the recipe idea one step further coined the term “marketing mix”. A prominent person to take center stage was E. Jerome McCarthy in 1960; he proposed a four P classification, which was popularized. Philip Kotler describes the concept well in his Marketing Management book.


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Definition of Marketing mix

Although some marketers have added other Ps, such as Personnel and Packaging, the fundamental dogma of marketing typically identifies the four Ps of the marketing mi as referring to:

Product : An object or a service that is mass produced or manufactured on a large scale with a specific volume of units. A typical example of a mass produced service is the Hotel industry. A less obvious but ubiquitous mass produced service is a computer operating system. Typical examples of a mass produced objects are motor car and the disposable razor.

Price : The price is the amount a customer pays for a product or service. It is determined by a number of factors including market share, competition, material cost, product identity and the customer’s perceived value of the product. The business may increase or decrease the product if other stores are having the same product.


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Place : Place represents the location where a product can be purchased. It is often referred to as the distribution channel. It can include any physical store as well as virtual stores on the internet.

Promotion : Promotion represents all of the communications that a marketer may use in the market place. Promotion has four distinct elements which are as follows:

Advertising Public Relation Publicity Sales Promotion

A certain amount of crossover occurs when promotion uses the four principle elements together, which is very common in film promotion. Advertising cover any communication that is paid for from commercials to print media, where as Public relation is socially attaching activity to the locality in which the organization is located, while talking about publicity is so called unpaid form of promotion but in real measures it is under paid form, similarly sales promotion refers to the short term inducement of values which is also an indirect form of promotion in which lots of schemes and offers are provided to enhance the sale.


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When we are talking about service marketing we have another P associated with the other 4Ps which is People.

People : This additional P is having very due importance in Service marketing because people are those for whom service is being made or rendered this is the reason this had been added to the Marketing mix of Services.

Generally the customer is meant to be the focal point of all the market activities and then also the customer is not the part of Marketing mix, but in the case of Services there is no possibility of excluding customer because the service did not have any tangible shape and structure so it cannot be made existed without the people themselves. The services are meant for people so the products are but product can be touched and crafted by machines the satisfaction for product can easily be measured but not for services, the satisfaction is totally based on the people and even the whole service industry is incomplete without the people.


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Objectives


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Objectives

The first and foremost step in the marketing research process consist of identifying the need of marketing research then the identification of problem and opportunities underlying the problem. The necessity of proper identification of marketing problem cannot be over emphasized. It is therefore rightly said that the problem properly defined is half solved.

Thus proper formulation of research problems through setting number of marketing research objectives would enable to give a sense of direction to researcher.

The objectives of my project study are:-

1) To analyze the current market potential for Mobile banking of SBI at Rewa City.

2) To study the consumer satisfaction level for the mobile banking facility of SBI at Rewa City.

3) To compare between mobile banking and counter banking of SBI at Rewa City.

4) To compare the viewpoint of different respondents depending on their occupation about the mobile banking Facility of SBI at Rewa City.


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Research Methodology


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Research Methodology

A Marketing research design specific a procedure for conducting and controlling the research project. Every marketing research must explicitly state its plan about collection and analysis of data. It is the conceptual framework within which the study is conducted and deals with the procedures used in the study for the purpose of investigation.

The Research Methodology in the context of the topic includes the partial study of the Account holders of SBI in Rewa city; it will also include various professionals and businessmen who are having their mobile banking accounts.


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Methods of Data collection:The analysis tools would be of both types which include

1. Primary data.

a) Questionnaire. b) Personal Interview.

2. Secondary Data.a) Newspaper & Magazinesb) Internet & Journals.

Sample Area & Size:

The sample area of the study will be restricted to the Rewa city only and the sample size would be of 100 respondents.


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Data Analysis

& Interpretation


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Data Analysis & Interpretation

Data is the very important aspect of a research report because the data is the only thing from which the analysis and findings could be made; this is the reason why the data is being collected for the purpose of the research study. The study can be made easier through the collection of data and while collecting it the data can be reformed and furnished like this so that meaningful information can be withdrawn from it.

The question are framed as according to the respondents, the information gathered from the questionnaire is being used in the forms of pictorial representation and in tabular form thus the data representation is done in the form of pie chart, and graphs.


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Bank A/C holder 80%Non Bank A/C holder 20%

1. Percentage number of account holders in rewa city

A/C Holders80%

Non A/c

holders

20%

Sales


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2. Popular banks of rewa city according to respondents are

Popular banks

SBI & Subsidiary 45%UBI & Subsidiary 25%OBC 05%Others 25%

SBI & Sub45%

UBI & sub25%

OBC5%

Other25%

Popular banks


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3. Awareness level for Mobile banking in Rewa City is

Awareness Level

Aware40%

Unaware60%

Awarness Level


Aware 40%Unaware 60%

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4. Awareness level for SBI Mobile Banking in Rewa city is

SBI Mobile Banking

Aware 60%Unaware 40%

Aware60%

Unaware40%

SBI Mobile Banking


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5. Percentage number of users of Mobile Banking in Rewa city is

Mobile Banking users

User 45%Non- user 55%

Users45%

Non-user55%

Mobile Banking users


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6. Current preference level for Banking system in Rewa city is

Preference

Counter Banking 50% Internet Banking 25% Mobile Banking 20% Can’t say 05%

Counter Banking50%

Internet Banking25%

Mobile Banking20%

Can't Say5%

Prefrence


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7. Helpfulness of Mobile Banking in Profession of the users in rewa city is

Professional helpfulness

Helpful 60%Unhelpful 30%Can’t say 10%

Helpful60%

Unhelpful30%

Can’t say10%

Professional helpfulness


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8. Satisfaction level of SBI Mobile Banking in Rewa city.

Satisfaction

Satisfied 80% Dissatisfied 15% Can’t say 05%

Satisfied80%

Dissatisfied15%

Can’t say5%

Satisfaction


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Findings &Conclusion


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Findings The following information can be withdrawn from the data collected which has been shown above in the form of table and pie charts.

1. 80% citizens of Rewa city are having a bank account while the rest didn’t.

2. 45% citizens of Rewa city are associated with State Bank of India and its subsidiaries for their banking requirements.

3. Only 40% people of the total population of Rewa city is aware of Mobile Banking.

4. 60% of the Mobile Banking aware people are known to SBI’s Mobile Banking facility.

5. From people who are aware of Mobile banking only 45% are using it for their banking needs.

6. The 50% of banking users are still relying on counter banking, 25% of them are relying on internet banking and only 20% of people are relying on Mobile banking.

7. 60% of people are agreed that mobile banking is helpful for their profession in Rewa city.

8. 80% people are satisfied with the service which they are getting in SBI Mobile Banking.


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Conclusion

While analyzing the various aspects of the Mobile Banking of SBI it could be concluded that the Mobile Banking is getting a greater amount of success which is unique in its kind. Still some of the fields are yet to be improved and rethink due to which the organization could improve the performance of its services in Rewa city, its utmost impossible for a pure service based organization like banks to launch a service on a very greater aspect and The State Bank of India has proved this wrong by its own performance.

Particularly talking about the Mobile banking in Rewa city is one of the major preference of youngsters they are having almost craze about a facility through which bank could be managed and accessed through mobile phones only, it has also been the preference of those professionals who have to travel a lot for their job and can’t manage the banking from counter and through internet. This is worth for the importance given to it in the Rewa city.


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Limitation


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Limitation

1. The certain no of people had been contacted for data collection so it cannot be treated for the whole population.

2. The respondents can be biased.3. Time was the major constraint.4. To gather the data from the various sources is

difficult task.5. Respondent may not take interest in the study.


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Bibliography


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Bibliography

1. Kotler. PhilipMarketing Management,2003 revised edition

2. Compilation of Service Marketing provided by DBA.

3. Kothari, C.R.Research Methodology,2007

4. www.sbi.org 5. www.google.co.in 6. www.wikkipidea.com


http://www.wikkipidea.com/

http://www.google.co.in/

http://www.sbi.org/

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QUESTIONNAIRE


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QUESTIONNAIRE

Name…………………………………………………

E mail ……………………………………….

Age ……………………………………………………..

Profession……………………………………………….

1. What is your current Income level?a) Below 1 Lakh [ ] c) 3 Lakh to 5 Lakh [ ]b) 1 lakh to 3 lakh [ ] d) Above 5 Lakh [ ]

2. Do you have a Bank Account?a) Yes [ ] b) No. [ ]

3. In which Bank do you have Account?a) SBI & Subsidiaries [ ] c) OBC [ ]b) UBI & subsidiaries [ ] d) Others [ ]

4. Are you aware of Mobile Banking?a) Yes [ ] b) No [ ]

5. Are you aware of Mobile Banking of SBI?Yes [ ] b) No [ ]

6. Do you have SBI Mobile Banking facility activated?a) Yes [ ] b) No [ ]

7. Which kind of banking do you prefer at current time?


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a) Counter Banking [ ] c) Mobile Banking [ ]b) Internet Banking [ ]

8. Would Mobile Banking is Helpful in your profession?a) Yes [ ] c) Can’t say [ ]b) No [ ]

9. Are you satisfied with Mobile Banking Facility of SBI?a) Yes [ ] c) Can’t say [ ]b) No [ ]

10. What do you think could be the future of Indian Banking?a) Counter Banking [ ] c) Mobile Banking [ ]b) Internet Banking [ ]

This questionnaire is for the purpose of data collection for the project report on Mobile Banking facility of SBI in Rewa city, for the partial fulfillment of the degree of Bachelor of Business Administration, of APS University, every of the above mentioned detail would be confined to me only any information as individual will not be published or made public.

Abhishek Tiwari


SBI mobile banking

Documents

Transcript of SBI mobile banking