SCHOOL OF MANAGEMENT SCIENCES BENGAL ENGINEERING AND SCIENCE UNIVERSITY

MIGRATING CUSTOMER IN ALTERNATE CHANNEL STRATEGIES TO POPULARISE THE TECH PRODUCT OF SBI Internship report submitted to SBI In completion of the requirement of summer internship at State bank of India NAME:PROJECT MENTOR AVISHEK NANDIPRADYOT N.BANERJEE CHIEF MANAGER (SYSTEMS) Roll No-181321022 Registration No-265113022

JUNE 19, 2014 to August 23, 2014

2 CERTIFICATE OF COMPLETION ThisiscertifythatMrAVISHEKNANDIstudentofSCHOOLOF MANAGEMENTSCIENCES,BENGALENGINEERINGANDSCIENCE UNIVERSITY,SHIBPURhascompletedhisfieldworkreportonthetopicof MIGRATINGCUSTOMERINALTERNATECHANNEL-STRATEGIESTO POPULARISE THE TECH PRODUCT OF SBI and has submitted the field work report in partial fulfilment of MBA of the college for the academic year 2014-2015.He has worked under our guidance and direction. The said report is based on bonafide information.

Signature of the Guide:

___________________________

3 ACKNOWLEDGEMENT A formal statement of acknowledgement will hardly meet the ends of the justice in the matter of expression of my deeply felt sincere and allegiant gratitude to all those who encouraged me and helped me during my project. It is extremely difficult to thank individually the numerous fellowpersonswhopatronizedthisprojectreport.IndeedIcannotcompletelydescribetheir support to me but it is only a very small attempt to show my gratification to them. I feel pleasure forpayingcompletelyheartygratitudetothem.Itisagreatprivilege&honourtohavean opportunity to undertake training at SBI, Kolkata. I pay my sincere thanks to S.S CHAKRAVARTY (HR Manager) for giving me an opportunity for training with this organization. I feel indebted to Mr. Pradyot N. Banerjee (Chief Manager, System,SBI)Mr.RupenBasuMallik(Director),&AsstProf.SumantaDeb(Faculty)for valuable suggestions for bringing out this report. . Throughout my internship, I tried to put in practice, the theories & cases taught during the class room studies. Hence, I would also extend thanks to all the teachers who have taught me during my MBA Program so far. To a great extent I am very thankful to all my faculties & colleagues. Last but not the least my sincere thanks to the almighty for all he has given me. Thank You.

4 CONTENTS Executive Summary Student Profile Organization Profile Overview Revolution of SBI Strength/Opportunity & weakness/Threats Different Products Awards & Recognitions by SBI Frame work of studies Introduction Alternate Channel Banking Product Objective of the Project Scope of the Study Limitation of the Study Methodology and Analysis Research Methodology Data Analysis and Data Interpretation Findings Recommendation Conclusion Annexure (Questionnaire) Bibliography

5 Executive Summary Today the productivity of any business concern with the behavioural aspect of consumers. This project deals with the consumers approach towards the advance product of SBI. This project report contains different chapters. The report begins with the introduction to company, its area of operation, its organization structure, its achievements, etc. Project overview and Framework of Study deals with the objective of the project, scope of the project and also limitation of the project. Methodology adopted in preparing this report ismentioned. It covers the sample procedure, types of data used and the data collection method. Next part deals with the findings, recommendation, conclusion after analyzing and interpretation of data collected through survey. In each of the chapters as described above, every chapter has been scheduled in a manner so as to enable the reader to appreciate the contents easily. The report is supported byfigures and data wherever necessary with a view to assist the reader in developing a clear cut understanding of the topic. Ihopethisreportwillbeextremelyusefulforthoseitismeant.Constructiveandhealthy suggestions for improvements of the report will be appreciated. At the end I conclude that this project offer knowledge of advance product offered by SBI and also every details of the product.

6 Student Profile My nameisAvishek Nandi currently pursuingMBA(Master in Business Administration) from IITEST,Shibpur ( formerly Bengal Engineering and Science University,Shibpur). I donemygraduationonBsc(InformationTechonology)fromKuvempuUniversity.Apart from that I have 2 month experience as a NIIT faculty.

7 Organization Profile Overview State Bank of India State Bank of India (SBI) is a multinational banking and financial services companybasedinIndia.Itisagovernment-ownedcorporationwithitsheadquartersin Mumbai,Maharashtra.AsofDecember2013,ithadassetsofUS$388billionand17,000 branches,including190foreignoffices, makingitthelargestbankingand financialservicescompanyinIndiaby assets. State Bank of India is one of the Big Four banksofIndia,alongwithICICIBank, PunjabNationalBankandHDFCBank .ThebanktracesitsancestrytoBritish India,throughtheImperialBankof India,tothefounding,in1806,ofthe BankofCalcutta,makingittheoldest commercialbankintheIndian Subcontinent.BankofMadrasmerged into the other two "presidency banks" in British India, Bank of Calcutta and Bank of Bombay, to form the Imperial Bank of India,whichinturnbecametheState BankofIndia.GovernmentofIndia ownedtheImperialBankofIndiain 1955, with Reserve Bank of India (India's CentralBank)takinga60%stake,and renamedittheStateBankofIndia.In 2008, the government took over the stake held by the Reserve Bank of India. State Bank of India is a regional banking behemoth and has 20% market share in deposits and loans among Indian commercial banks. SBIprovidesarangeofbankingproductsthroughitsnetworkofbranchesinIndiaand overseas, including products aimed at non-resident Indians (NRIs). SBI has 14 regional hubs and 57 Zonal Offices that are located at important cities throughout India. Type Public Traded asNSE: SBIN BSE: 500112 LSE: SBID BSE SENSEX Constituent CNX Nifty Constituent Industry Banking, Financial Services Founded1 July 1955 Headquarters Mumbai, Maharashtra, India Area servedWorldwide Key people Arundhati Bhattacharya (Chairman Products consumerbanking,corporatebanking, finance and insurance, investment banking, mortgageloans,privatebanking,private equity,savings,Securities,asset management,wealthmanagement,Credit cards, General Insurance Revenue 200560 crore (US$34 billion) (2012 17916 crore (US$3.0 billion) (2012) 1566261 crore (US$260 billion) (2012) 98884 crore (US$17 billion) (2012) Owner(s) Government of India Employees295,696 (2012) Website www.sbi.co.in

8 EVOLUTION OF SBI 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. Threeyearslater the bank received its charter and was re-designed as the Bank of Bengal (2 January 1809). A uniqueinstitution,itwasthefirstjoint-stockbankofBritishIndiasponsoredbythe 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. PrimarilyAnglo-Indian creations, the three presidencybanks cameinto 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. Their evolutionwas,however,shapedbyideasculledfromsimilardevelopmentsinEuropeand England,andwasinfluencedbychangesoccurringinthestructure ofboththelocaltrading environment and those in the relations of the Indian economy to the economy of Europe and the global economic framework. Establishment TheestablishmentoftheBankofBengalmarkedtheadventoflimitedliability,joint-stock bankinginIndia. So was the associated innovationin 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. It meant an accretion to the capital of the banks, a capital on which the proprietors did not have to pay any interest. The concept of deposit banking was also an innovation because the practice of accepting money for safekeeping (andin some cases, eveninvestment on behalf of the clients) by theindigenous bankershadnotspreadasageneralhabitinmostpartsofIndia.But,foralongtime,and especially upto the time that the three presidencybanks had a right of note issue, bank notes and government balances made up the bulk of the investible resources of the banks. The three banks were governed by royal charters, which were revised from time to time. Each charter provided for a share capital, four-fifth of which were privately subscribed and the rest owned by the provincial government. The members of the board of directors, which managed theaffairsofeachbank,weremostlyproprietarydirectorsrepresentingthelargeEuropean managingagencyhousesinIndia.Therestweregovernmentnominees,invariablycivil servants, one of whom was elected as the president of the board.

9 Business The business of the banks wasinitiallyconfined to discounting of bills ofexchange or other negotiableprivatesecurities,keepingcashaccountsandreceivingdepositsandissuingand circulating cash notes. Loans were restricted to Rs.one lakh and the period of accommodation confinedto threemonthsonly.Thesecurityforsuchloanswaspublicsecurities,commonly called Company's Paper, bullion, treasure, plate, jewels, or goods 'not of a perishable nature' andnointerestcouldbechargedbeyondarate of twelvepercent.Loansagainstgoodslike 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. All commodities,including tea, sugar andjute, whichbegan to be financedlater,wereeitherpledgedorhypothecatedtothebank.Demandpromissorynotes were signed by the borrower in favour of the guarantor, which was in turn endorsed to the bank. Lending against shares of the banks or on the mortgage of houses, land or other real property was, however, forbidden. 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 Major change in the conditions Amajor changein the conditions of operation ofthe Banks of Bengal, Bombay and Madras occurred after 1860. With the passing of the Paper Currency Act of 1861, the right of note issue of the presidencybanks was abolished and theGovernment of India assumedfrom 1 March 1862 the sole power of issuing paper currency within British India. The task ofmanagement andcirculationofthenewcurrencynoteswasconferredonthepresidencybanksandthe Government undertook to transfer the Treasury balances to the banks at places where the banks wouldopenbranches.Noneofthethreebankshadtillthenanybranches(exceptthesole attempt and that too a short-lived one by the Bank of Bengal at Mirzapore in 1839) although thechartershadgiventhemsuchauthority.Butassoonasthethreepresidencybandswere

10 assuredofthefreeuseofgovernmentTreasurybalancesatplaceswheretheywouldopen branches, they embarked on branch expansion at a rapid pace. By 1876, the branches, agencies and sub agencies of the three presidency banks covered most of the major parts and many of the inland trade centres in India. While the Bank of Bengal had eighteen branches including its head office, seasonal branches and sub agencies, the Banks of Bombay and Madras had fifteen each. Bank of Madras Note Dated 1861 for Rs.10 Presidency Banks Act ThepresidencyBanksAct,whichcameintooperationon1May1876,broughtthethree presidency banks under a common statute with similar restrictions on business. The proprietary connection of the Government was, however, terminated, though the banks continued to hold charge of the public debt offices in the three presidency towns, and the custody of a part of the government balances. The Act also stipulated the creation of Reserve Treasuries at Calcutta, Bombay and Madras into which sums above the specified minimum balances promised to the presidency banks at only their head offices were to be lodged. The Government could lend to the presidency banks from such Reserve Treasuries but the latter could look upon them more as a favour than as a right. Bank of Madras Bank of Madras The decision of the Government to keep the surplus balances in Reserve Treasuries outside the normal control of the presidency banks and the connected decision not to guarantee minimum government balances at new places where branches were to be opened effectively checked the growth of new branches after 1876. The pace of expansion witnessed in the previous decade

11 fell sharply although, in the case of the Bank of Madras, it continued on a modest scale as the profits of that bank were mainly derived fromtrade dispersed among a number of port towns and inland centres of the presidency. Indiawitnessedrapidcommercialisationinthelastquarterofthenineteenthcenturyasits railwaynetworkexpandedtocoverallthemajorregionsofthecountry.Newirrigation networksinMadras,PunjabandSindacceleratedtheprocessofconversionofsubsistence crops into cash crops, a portion of which found its way into the foreign markets. Tea and coffee plantationstransformedlargeareas oftheeastern Terais, thehillsofAssamand theNilgiris into regions of estate agriculture par excellence. All these resulted in the expansion of India's international trade more than six-fold. The three presidency banks were both beneficiaries and promotersofthiscommercialisationprocessastheybecameinvolvedinthefinancingof practicallyeverytrading,manufacturingandminingactivityinthesub-continent.Whilethe Banks of Bengal and Bombay were engaged in the financing of large modern manufacturing industries,theBankofMadraswentintothefinancingoflargemodernmanufacturing industries, the Bank of Madras went into the financing of small-scale industries in a way which hadnoparallelelsewhere.Butthethreebankswererigorouslyexcludedfromanybusiness involvingforeignexchange.Notonlywassuchbusinessconsideredriskyforthesebanks, whichheldgovernmentdeposits,itwasalsofearedthatthesebanksenjoyinggovernment patronage would offer unfair competition to the exchange banks which had by then arrived in India. This exclusion continued till the creation of the Reserve Bank of India in 1935. Bank of Bombay Presidency Banks of Bengal The presidency Banks of Bengal, Bombay and Madras with their 70 branches were merged in 1921 to form the Imperial Bank of India. The triad had been transformed into a monolith and a giant among Indian commercial banks had emerged. The new bank took on the triple role of a commercial bank, a banker's bank and a banker to the government. But this creation was preceded by years of deliberations on the need for a 'State Bank of India'. Whateventuallyemergedwasa'half-wayhouse'combiningthefunctionsofacommercial bank and a quasi-central bank. TheestablishmentoftheReserveBankofIndiaasthecentralbankofthecountryin1935 ended the quasi-central banking role of the Imperial Bank. The latter ceased to be bankers to the Government of India and instead became agent of the Reserve Bank for the transaction of government business at centres at which the central bank was not established. But it continued to maintain currency chests and small coin depots and operate the remittance facilities scheme forotherbanksandthepublicontermsstipulatedbytheReserveBank.Italsoactedasa

12 bankers'bankbyholdingtheirsurpluscashandgrantingthemadvancesagainstauthorised securities. The management of the bank clearing houses also continued with it at many places wheretheReserveBankdidnothaveoffices.Thebankwasalsothebiggest tendererat the Treasury bill auctions conducted by the Reserve Bank on behalf of the Government. The establishment of the Reserve Bank simultaneously saw important amendments being made to the constitution of the Imperial Bank converting it into a purely commercial bank. The earlier restrictionsonitsbusinesswereremovedandthebankwaspermittedtoundertakeforeign exchange business and executor and trustee business for the first time. Imperial Bank The Imperial Bank during the three and a half decades of its existence recorded an impressive growth in terms of offices, reserves, deposits, investments and advances, the increases in some casesamountingtomorethansix-fold.Thefinancialstatusandsecurityinheritedfromits forerunners no doubt provided a firm and durable platform. But the lofty traditions of banking which the Imperial Bank consistently maintained and the high standard of integrity it observed in its operations inspired confidence in its depositors that no other bank in India could perhaps then equal. All these enabled the Imperial Bank to acquire a pre-eminent position in the Indian banking industry and also secure a vital place in the country's economic life. Stamp of Imperial Bank of India WhenIndiaattainedfreedom,theImperialBankhadacapitalbase(includingreserves)of Rs.11.85 crores, deposits and advances of Rs.275.14 crores and Rs.72.94 crores respectively and a network of 172 branches and more than 200 sub offices extending all over the country. First Five Year Plan In 1951, when the First Five Year Plan was launched, the development of rural India was given the highest priority. The commercial banks of the country including the Imperial Bank of India had till then confined their operations to the urban sector and were not equipped to respond to the emergent needs of economic regeneration of the rural areas. In order, therefore, to serve the economyingeneralandtheruralsectorinparticular,theAllIndiaRuralCreditSurvey Committee recommended the creation of a state-partnered and state-sponsored bank by taking overtheImperialBankofIndia,andintegratingwithit,theformerstate-ownedorstate-

13 associate banks. An act was accordingly passed in Parliament in May 1955 and the State Bank ofIndiawasconstituted on1July1955.MorethanaquarteroftheresourcesoftheIndian banking system thus passed under the direct control of the State. Later, the State Bank of India (Subsidiary Banks) Act was passed in 1959, enabling the State Bank of India to take over eight former State-associated banks as its subsidiaries (later named Associates). The State Bank of India was thusborn witha new sense of social purpose aidedby the 480 officescomprisingbranches,subofficesandthreeLocalHeadOfficesinheritedfromthe Imperial Bank. The concept of banking asmere repositories of the community's savings and lenders to creditworthy parties was soon to give way to the concept of purposeful banking sub servingthegrowinganddiversifiedfinancialneedsofplannedeconomicdevelopment.The StateBankofIndiawasdestinedtoactasthepacesetterinthisrespectandleadtheIndian banking system into the exciting field of national development. BOARD OF DIRECTORS List of Directors on the Central Board of State Bank of India (As on 26th June, 2014) Sl.NoNameDesignationUnder Section of SBI Act 1955 1.Smt. Arundhati BhattacharyaChairman19(a) 2.Shri A. Krishna KumarManaging Director19 (b) 3.Shri P. Pradeep KumarManaging Director19 (b) 4.Shri Sanjiv MalhotraDirector19 (c) 5.Shri Sunil MehtaDirector19 (c) 6.Shri M.D. MallyaDirector19 (c) 7.Shri Deepak I. AminDirector19 (c) 8.Shri Jyoti Bhushan MohapatraWorkmen Employee Director19 (ca) 9.Shri S.K. MukherjeeOfficer Employee Director19 (cb) 10.Dr. Rajiv KumarDirector19 (d) 11.Shri Harichandra Bahadur SinghDirector19 (d) 12.Shri Tribhuwan Nath ChaturvediDirector19(d) 13.Shri Gurdial Singh SandhuDirector19 (e) 14.Dr. Urjit R. PatelDirector19 (f)

14 State Bank of India (SBI) CategoryBanking Services SectorBanking Tagline/ SloganBanker to Every Indian USPA bank which you can trust STP SegmentPeople who want to use their money for banking Target GroupPeople from all walks of life PositioningA bank for every Indian SWOT Analysis Strength1.The biggest bank in the country 2. Has a separate act for itself. Thus, a special privilege. 3.Biggest branch network in the country 4.First public sector to move to CBS Weakness1.Huge amount of staff 2.Expected to experience high level of attrition due to retirement of its top management 3.Still carries the image of the old Govt. sector bank Opportunity1.Pool in talent to replace the going top management to serve the next generation 2.Make better use of its CRM 3.Expansion into rural areas Threats1.Consolidation among private banks 2.New bank licenses by RBI 3.Foreign banks that have sophisticated products

15 Different Products

DEPOSIT LOANSCARDS DIFFERENT CREDIT CARDS Savings AccountHome Loans Consumer Cards SBI International cards Life Plus Senior Citizens Savings Account Loan Against Property Credit CardSBI Gold cards Fixed Deposits Personal LoansTravel Card SBI Gold Master cards Security DepositsCar LoanDebit CardsYour City Your Cards Recurring DepositsLoans against SecuritiesCommercial Cards Tax-Saver Fixed Deposit Two WheelerCorporate CardsPartnership Cards Salary Account Pre-approved LoansPrepaid CardAdvantage Woman Savings Account Retail AssetPurchase Card SBI Employee Cards Rural Savings AccountFarmer FinanceDistribution Cards People's Savings Account Business Instalment Loans Business Card SBI Advantage Cards Freedom Savings Account Flexi CashMerchant Services

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17 Frame work of Study Technology in the banks is presently catching up with a high level of development around the world.ThegapsbetweentheIndianbanksandtheircounterpartsinthetechnologically advanced countries are gradually narrowing down. Since two decades, due to an increasingly competitive,saturatedanddynamicbusinessenvironment,banksinmanycountrieshave adoptedcustomer-drivenphilosophiestoaddresstherapidandchangingneedsoftheir customers (Walker et al., 2008). Technological advanceshave changedthe world radically, altering the manner in which individuals conduct their personal and business affairs. Over the pasttwodecadesinparticular,thebankingindustryhasinvestedsubstantialresourcesin bringing alternate channel banking product to customers. The banking industry is undergoing through the significant technological changes; it has several impacts on customer satisfaction and loyalty. It has revolutionised every industry including banking in the world by rendering fasterandcosteffectivedeliveryofproductsandservicestothecustomers.Accordingto Chakrabarty, (2007) core banking solution enables banks to extend the full benefits of ATM, tele-banking,mobilebanking,internetbanking,cardbankingandothermultipledelivery channels to all customers allowing banks to offer a multitude of customer-centric services on a 24x7 basis from a single location, supporting retail as well as corporate banking activities. Now, Indian banks areinvesting heavilyin the technologies such as branch automation and computerization, core banking, tele-banking, mobile banking (M-banking), internet banking, automated teller machine (ATMs). Today public sector and private sector banks are offering online banking services. Various alternative channels to provide easy and anywhere banking are properly thought of. The process of bank computerization was started since 1985 in public sector banks in India. However, some private sector banks have started computerization prior to the public sector banks in India. The banks in India are using ICT not only to improve their owninternalprocessesbutalsotoincreasefacilitiesandservicestotheircustomers.The process of bank computerization was started since 1985 in public sector banks in India. Acustomersatisfactionisanambiguousandabstractconcept.Actual manifestation of the state of satisfaction will vary from person to person, product to product and service to service. The quality of service is one of the major determinants of the customer satisfaction. The banksin India are using Information Technology (IT) not only to improve

18 their own internal processes but also to increasefacilities and services to their customers. It brings connivance, customer centricity, enhance service quality and cost effectiveness in the bankingservices.Evennow,customersareevaluatingtheirbanksbasedonavailabilityof high-techservices.Therefore,implementationofICTinthebankingbusinesscontinuesto improve the banking service. Alternate Channel Banking Product Customers are now looking for multiple delivery channels and flexible as well as convenient workinghoursneithertheclocknorthegeographicallocationsareconstraints.Therefore, almost all Indian commercial banks are providing services through the various alternative e-channels, it is called as Alternative Banking (Shrotriya, 2007 and Kumbhar, 2009). There are various means of alternative banking i.e. ATM, Mobile Banking, and Internet Banking.

19 AUTOMATED TELLER MACHINE (ATM) Automated Teller Machineis amechanism which enables the customer to withdrawmoney from his account without visiting the bank branch. An ATM card is issued to the customer by thebankinordertomakecashwithdrawalsatcashmachine.ThisservicehelpstheATM customer to withdraw money even when the banks are closed. This can be done by inserting thecardintheATMandenteringthePersonalIdentificationNumber&secretpassword. ATMs act as off-site branches of banks and provide almost all services that are available from amanuallyoperatedbranch.Thecustomercan,notonlywithdrawcash,butalsodeposit money,getaccountstatements,enabletransferoffundsetc.Thecustomerwhowantsto deposit cash should put the notes in the pouch available at the ATM counter close it, seal it by signing& put it in theslot providedfor thispurpose. The bankstaff will collect the packet when they come for loading cash in the machine & credit the amount to the account. However,

20 the customer has to sign an undertaking with the bank that he would not dispute on the amount credited.ATMhasgained20prominenceasadeliverychannelforbankingtransactionsin India.NowcustomerswillnotbeleviedanyfeeoncashwithdrawalsusingATM&debit cards issued by other banks. This will in turn increase usage of ATMs in India. ATM allows customers:AutomatedTellerMachineisamechanismwhichenablesthecustomerto withdraw money from his account without visiting the bank branch. An ATM card isissued to the customer by the bank in order to make cash withdrawals at cash machine. This service helpstheATMcustomertowithdrawmoneyevenwhenthebanksareclosed.Thiscanbe donebyinsertingthecardintheATMandenteringthePersonalIdentificationNumber& secret password. ATMs act as off-site branches of banks and provide almost all services that areavailablefromamanuallyoperatedbranch.Thecustomercan,not onlywithdrawcash, butalsodepositmoney,getaccountstatements,enabletransferoffundsetc. Thecustomer whowants todepositcashshouldput thenotesinthepouchavailableat theATMcounter closeit, sealit by signing & put it in the slot providedfor thispurpose. The bank staff will collect the packet when they come for loading cash in the machine & credit the amount to the account. However, the customer has to sign an undertaking with the bank that he would not disputeontheamountcredited.ATMhasgained20prominenceasadeliverychannelfor banking transactions in India. Now customers will not be levied any fee on cash withdrawals using ATM & debit cards issued by other banks. This will in turn increase usage of ATMs in India. ATM allows customers: To view account information To deposit cheques or cash To order cheques and receive cash.

21 Benefits of ATM: INTERNET BANKING Internet banking or E-banking means any user with a personal computer and a browser can get connected to hisbank-s website to perform anyof the virtual bankingfunctions. Ininternet banking system the bank has a centralized database that isweb enabled. All the services that the bank has permitted on the internet are displayed in menu. Any service can be selected and further interaction is dictated by the nature of service. The traditional branch model of bank is nowgivingplacetoanalternativedeliverychannelswithATMnetwork.Oncethebranch officesofbankareinterconnectedthroughterrestrialorsatellitelinks,therewouldbeno physical identity for any branch. It would a borderless entity permitting anytime, anywhere and any how banking To the ATM Customer To the BankATM customer can utilize any possible facility availed from the ATM e.g. balance enquiry, withdrawal, deposits, etc. Anytime banking, 24 hours a day, 7 days a week. Cash withdrawal from any branch through ATM Innovative, secure, competitive and presents the bank as technology driven in the banking sector market Reduces customer visits to the branch & thereby human intervention. It acts as a value added product to the bank so that the banks can attract more new generation customers.

22 BillPaymentService:Youcanfacilitatepayment ofelectricityandtelephonebills,mobile phone,creditcardandinsurancepremiumbillsaseachbankhastie-upswithvariousutilitycompanies, service providers and insurance companies, across the country. To pay your bills, all you need to do is complete a simple one-time registration for each biller. You can also set up standing instructions online to pay your recurring bills, automatically. Generally, the bank does not charge customer for online bill payment. Fund Transfer: You can transfer any amount from one account to another of the same or any another bank. Customers can send money anywhere in India. Once you login to your account, you need to mention the payees account number, his bankand the branch. The transfer will take place in a day or so, whereas in a traditional method, it takes about three working days. CreditCardCustomers:WithInternetbanking,customerscannot onlypaytheircreditcard bills online but also get a loan on their cards. If you lose your credit card, you can report lost card online. Investment:YoucannowopenanFDonlinethroughfundstransfer.Nowinvestorswith interlinked demat account and bank account can easily trade in the stock market and the amount willbeautomaticallydebitedfromtheirrespectiveBankaccountsandtheshareswillbe credited in their demat account. Moreover, some banks even give you the facility to purchase mutual funds directly from the online banking system.INTERNET BANKING SERVICESBill Payment ServiceFund TransferCredit Card Customers:Recharging your Prepaid PhoneInvestmentShopping

23 Recharging your Prepaid Phone: Now just top-up your prepaid mobile cards bylogging in to Internet banking. By just selecting your operator's name, entering your mobile number and the amount for recharge, your phone is in action within no time.Shopping: With a range of all kind of products, you can shop online and the payment is also madeconvenientlythroughyouraccount.Youcanalsobuyrailwayandairticketsthrough Internet banking. MOBILE BANKING "Mobile Banking refers to provision and ailment of banking- andfinancialservices with the help of mobile telecommunication devices. The scope of offered services may include facilities to conduct bank and stock market transactions, to administer accounts and to access customized information.Mobile Banking: A Wallet for all Pockets Mobile Banking (also known as M-Banking, M-banking,SMSBanking,etc.)isatermusedforperformingbalancechecks,account transactions, payments, etc., via a mobile device such as a mobile phone. The main reason that Mobile Banking scores over Internet Banking is that it enables 'Anywhere Anytime Banking'. According to Cellular Operators Association of India (COAI), the mobile subscribers' base in India hit 40.6 Million in August 2004, and it will be almost80 Million in 2008, i.e., and now its nearly double.Fourbanks-SBI,HDFC,ICICIandCorporationBank-havepartneredwithIndia'slargest operator - Bharti Airtel - to offer m-banking. RCOM has tied up with ICICI Bank, HDFC Bank, Axis Bank and IDBI Bank. Bharti Airtel has launched its mobile banking and plans to rope in about 100 major banks in India by end 2008. But despite the addition of around seven million mobileuserseverymonth,bankofficialsfeelitistooearlytogaugethesuccessofmobile bankinginIndia."Mobilebankingisstillinitsnascentstage,andwewillhavetowaitand watch if it really changes the way we bank," officials from various banks echo. Mobile banking has been at the threshold of a revolution for some time. While many operators, as well as banks, had introduced mobile banking applications, it never became popular due to security concerns. The number of people using mobile banking services has jumped from under

24 10,000 to120, 000 in two years. While the trend is growing, lack of awareness of services, apart from perceived security issues, are inhibiting faster take-off. There is yet another reason why the service will not spread like wild fire - the credit environment. RBI has been tightening the banks,whichhavebeenofferingunsecuredandsecuredloanswithminimalornocustomer verification. With RBI tightening liquidity, personal loan defaults have reached 9% and banks will be very wary of giving you a credit card on the mobile. Though RBI has specified norms for the banks to provide securetechnology and ensure 'confidentiality,integrity, authenticity and non-reputability, security remains a major concern as well as a hurdle. However, with a fewprecautionsandsafetymeasures,userscanhaveasaferm-bankingexperience.Them-PIN,whichisissuedbythebank,shouldbememorizedandthePIN-mailerdestroyed immediately. Change your m-PIN regularly and do not share it with anyone. The PIN is valid only for the correspondingphonenumber,whichmeansuserscannotaccesstheiraccountsusingother hand-sets. Thus, in case of a loss/theft of mobile phone, inform the mobile phone operator as well as the bank to block the banking application. Similarly, you should also inform the bank, if you change your hand-set or SIM card.Reserve Bank of India has set-up the Mobile Payments Forum of India (MPFI), a Working Group on Mobile Banking' to examine different aspects of Mobile Banking(M-banking). The Group had focused on three major areas of M-banking, i.e. Technology and security issues. Business issues. Regulatory and supervisory issues. Despitelotsofsecurityissuesrelatedtomobilebankingandlackofawarenessonpartof consumers, the technology has taken off on slow pace, still it will be a big hit in coming years. Duetolargenumberofadvantages,andtheseadvantageshaveoverpoweredallthe disadvantagesofthetechnology.AlltheseadvantagescreateaWINWINsituationforthe technology: - End-users benefit from greater control of their personal finances, as well as time saved bynothavingtoaccessaccountdetailsviaotherchannels(Internet,phone,ATM, among others). Bankersareoftheopinionthatmobilebankinggivesthebanksanopportunityto expand their customer base without incurring additional infrastructure costs. It would also help in financial inclusion as it would provide a large number of unbanked people access to banking services. Banks would save a huge amount of money on card issuance and merchant acquiring with zero point of sale cost. Mobile banking could be used to make remittances from person to person, banking purposes and to makepaymentsfor purchases or services provided. Mobileoperatorsbenefitfromincreasedcustomerstickiness,datausageand,potentially, customerexperimentationwithotherformsofmobilecontent.Giventhiswin-win-win situation, we expect uptake of mobile banking services to be robust among mobile subscribers, usersandthebanks.Overthenextfiveyears,mobilebankingdeploymentswilldevelop

25 significantly-from"onlinebankingapplications to onewithricherinterfacesandmultiple mobile payment capabilities. Thesuccessfulevolution ofmobilebanking and payments will be on the basis of the ability of financial institutions and mobile operators to balance ease of usewithsecurity.AccordingtothismodelMobileBankingcanbesaidtoconsistofthree interrelated concepts: Most services in the categories designated Accounting and Brokerage are transaction-based.Thenon-transaction-basedservicesofaninformationalnaturearehowever essential for conducting transactions - for instance, balance inquiries might be needed before committing a money remittance. The accounting and brokerage services are thereforeofferedinvariablyincombinationwithinformationservices.Information services, on the other hand, may be offered as an independent module. Mobile phone banking may also be used to help in business situations Present growth trend of mobile banking over the last few years, the mobile and wireless market has been one of the fastestgrowingmarketsintheworldanditisstillgrowingatarapidpace.Mobile phoneshavebecomeanessentialcommunicationtoolforalmosteveryindividual. AdventofmCommercehasmanagedtotakemobileVAStonextlevel,adding tremendous value to telecommunication industry. Mobile banking which is an integral partofmCommercehasbecomeverypopularamongmobileuserseversinceits existencein2007.Itcreatesnew,convenientcommunicationandfastfinancial transactional channel for mobile users which is accessible from anywhere, anytime. Checkingaccountinformation,balanceavailable,credit/debitcardinformation, cheque status, setting alerts, payment reminders, locating ATMs and bank branches, accessingministatement,accessingloanandequitystatements,insurancepolicy management, placing orders for cheque books etc via mobile phones are some of the servicesofferedinmobilebanking.Withmultipleaccesschannelssuchas SMS,downloadableclient,mobileInternet(WAP)mobilebankingisencouraging mobile users more to explore the service. Banking has been improvised with the invent of mobile banking.

26 Mobile Banking Services: For the purpose of these Guidelines, mobile banking transactions is undertaking banking transactions using mobile phones by bank customers that involve credit/debit to their accounts. It also covers accessing the bank accounts by customers for non-monetary transactions like balance enquiry etc.Account InformationPayments, Deposits, Withdrawals and TransfersMini-statement and checking of account history. Alerts on account activity Monitoring of term deposits Access to loan statements Access to card statements Mutual fund/ equity statements Pension plan management Insurance policy management Status on cheque, stop payment on cheque Ordering cheque books Balance checking in the account Recent transactions Due date of payment PIN provision Blocking of cards Domestics and international fund transfers Micro-payment handling Mobile recharging Commercial payment processing Bill payment processing Peer to Peer payments Withdrawal at banking agent Deposit at banking agent

27 Regulatory & Supervisory Issues: Only banks which are licensed and supervised in India and have a physical presence in India will be permitted to offer mobile banking services. Debit/credit cards issued as per the extant Reserve Bank of India guidelines. Only Indian Rupee based domestic services shall be provided. Use of mobile banking services for cross border transfers is strictly prohibited. Banks may also use the services of Business Correspondent appointed in compliance with RBI guidelines, for extending this facility to their customers. The guidelines issued by Reserve Bank on Know Your Customer (KYC),Anti Money Laundering (AML) and Combating the Financing of Terrorism(CFT) from time to time would be applicable to mobile based banking services also. Only banks who have implemented core banking solutions would be permitted to provide mobile banking services. Banks shall file Suspected Transaction Report (STR) to Financial Intelligence Unit India (FID-IND) for mobile banking transactions as in the case of normal banking transactions. Registration of customers for mobile service Banksshallputinplaceasystemofdocumentbasedregistrationwithmandatory physical presence of their customers, before commencing mobile banking service. On registration of the customer, the full details of the Terms and Conditions of The service offered shall be communicated to the customer. Technology and Security Standards: Information Security is most critical to the business of mobile banking services and its underlying operations. Therefore, technology used for mobile banking must be secure and should ensure confidentiality, integrity, authenticity and non-reputability. Banksofferingmobilebankingservicemustensurethatcustomershavingmobile phones of anynetwork operator isin a position to avail of the service. Restriction,if any,tothecustomersofparticularmobileoperator(s)ispermissibleonlyduringthe initial stages of offering the service, up to a maximum period of six months subject to review.

28 Nature of the Project Themainpurposeofthisprojectistogetanoverviewoftheuseofalternatechannelsof banking like internet banking, mobile banking, ATM service and how these product helps to change the banking habits of various individuals in the country in current economic condition. Thisprojecthelpstoidentifygapsbetweenadvanceproductprovidedthroughalternate channel of banking and consumer. Project deals with what consumer want from SBI alternate channel ofbanking and their participation towards alternate channel ofbanking. This study alsoshownthatConsumerawarenessaboutadvanceProductschemeanditsbenefit.The technical product of SBI how much they popular and what steps need to be taken to popularize this product this study provide some hints. ObjectiveofProject:Objectivesofaprojecttelluswhyprojecthasbeentakenunder study. It helps us to know more about the topic that is being undertaken and helps us to explore future prospects of the topic. Basicallyit tells what allhavebeenstudied whilemakingthe project.Thenecessityofproperidentificationofmarketingproblemcannotbeover emphasized. It is therefore rightly said that the problem properly defined is half solved. .The main purpose of this study to get an overview of the use of alternate channels of banking and intheIndianeconomyandstudyastohowithashelpedtochangethebankinghabitsof various individuals in the country. The various research objectives of the study are: Find out the consumer awareness about alternate channel of banking. To study as to how much alternate channel of banking has penetrated in the minds of the customers Find out which alternate channel consumer prefer. Find out their satisfaction level after using alternate channel of banking.To study the benefits that are provided to the individual under alternate channel of banking. To analyse the current market potential for alternate channel of banking. To explore the future prospects of alternate channel of banking.

29 Specific Scope of the Project:The geographical scope of the study is restricted to West Bengal only with sample size of 300 people.Alltheanalysisandsuggestionsarebasedontheanalysisofthebothprimaryand secondary data. Therefore the scope of the study revolves around the following aspects:- Consumer perception towards Advance Product Consumer awareness about Advance Product scheme and its benefit Limitation of Study: The study restricted within North 24 parganas and South 24 parganas and Howrah area. Many occasions consumer didnt response correctly. Consumer has lack of knowledge regarding alternate channel banking product. Respondents can be biased. Time was the major constraint. To gather the data from the various sources is difficult task.

30 Research Methodology Researchmethodologyisamethodologyforcollectingallsortsofinformation&data pertainingtothesubjectinquestion.Theobjectiveistoexaminealltheissuesinvolved& conduct situational analysis. The methodology includes the overall research design, sampling procedure&fieldworkdone&finallytheanalysisprocedure. Themethodologyusedinthe 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. Sample Size: Sample of 300 people was taken into study, and their data was collected Sampling Technique: To study the Project, a Simple Random Sampling technique is used. Each unit of the population has an equal probability of inclusion in the sample. In my survey, each respondent have equal opportunity to be selected Data Collection: PrimaryData:ItconsistsoforiginalinformationscollectedforspecificPurpose.Primary data for this research, data are collected through a direct source like survey to obtain the first hand information is others resources are written below. Survey. Face to face interaction. SecondaryData:Itconsistsofinformationthatalreadyexistssomewhereandhasbeen collected for some specific purpose in the study. The secondary data for this study is collected from various sources like, Books. Website. Newspaper. Financial Magazine. (Weekly, business world etc.) Data Analysis: After data collection, Im able to analyse customers views, ideas and opinions related to Advance Product and about SBI Advance Product and from this, SBI will come to know the customer requirements. Data Interpretation: Interpretation of data is done by using statistical tools like Pie diagrams, Bargraphs,andalsousingquantitativetechniques(byusingthesetechniques)accurate information is obtained.

31 DATA ANALYSIS AND INTERPRETATION

From consumers Table 1Are you aware of the alternate channels of SBI?

YesNoMaybe 30000 Interpretation Survey was conducted upon 300 respondents, who were availing services of SBI in themodesavingaccountorcurrentaccount.AlltherespondentsadmittedthatSBI providing service through alternate channel. 050100150200250300Yes No Maybe

32 Table 2Which alternate channels do you use frequently? ATMInternet BankingMobile Banking 2938831 Interpretation: Survey was conducted upon 300 respondents, who were availing services of SBI in themodesavingaccountorcurrentaccount.AlltherespondentsadmittedthatSBI providing service through alternate channel.

From the response it is find out that

97.67% people using ATM frequently as alternative channel of Banking29.33% people using Internet Banking frequently as alternative channel of Banking 10.33% people using Mobile Banking frequently as alternative channel of Banking. 050100150200250300ATM Internet Banking Mobile BankingWhich alternate channels do you use

33

Table 3 Please rates your satisfaction for the following? ATM Rating Scale12345 User Friendly0012110079 Interpretation: Survey was conducted upon 300 respondents, who were availing services of SBI in themodesavingaccountorcurrentaccount.AlltherespondentsadmittedthatSBI providing service through alternate channel. User Friendly0204060801001201401 2 3 4 5User Friendly

34 Table 4 ATM Rating Scale12345 Reliability0161898510 Interpretation: Survey was conducted upon 300 respondents, who were availing services of SBI in the mode saving account or current account. All the respondents admitted that SBI providing service through alternate channel. Reliability0204060801001201401601802001 2 3 4 5Reliability

35 Table 5 ATM Rating Scale12345 High Speed Functioning01111314234 Interpretation: Survey was conducted upon 300 respondents, who were availing services of SBI in the mode savingaccountorcurrentaccount.AlltherespondentsadmittedthatSBIprovidingservice through alternate channel. 0204060801001201401601 2 3 4 5High Speed Functioning

36 Table 6 Please rates your satisfaction for the following? Internet Banking Rating Scale12345 User Friendly2631547011 Interpretation: Survey was conducted upon 300 respondents, who were availing services of SBI in the mode savingaccountorcurrentaccount.AlltherespondentsadmittedthatSBIprovidingservice through alternate channel. 0204060801001201401601 2 3 4 5User Friendly

37 Table 7 Internet Banking Rating Scale12345 Reliability379164540 Interpretation: Survey was conducted upon 300 respondents, who were availing services of SBI in themodesavingaccountorcurrentaccount.AlltherespondentsadmittedthatSBI providing service through alternate channel. 0204060801001201401601801 2 3 4 5Reliability

38 Table 8 Internet Banking Rating Scale12345 High Speed Functioning17479911720 Interpretation: Survey was conducted upon 300 respondents, who were availing services of SBI in the mode saving account or current account. All the respondents admitted that SBI providing service through alternate channel. 0204060801001201 2 3 4 5High Speed Functioning

39 Table 9 Please rates your satisfaction for the following? Mobile Banking

Rating Scale12345 User Friendly2439187437 Interpretation: Survey was conducted upon 300 respondents, who were availing services of SBI in the mode savingaccountorcurrentaccount.AlltherespondentsadmittedthatSBIprovidingservice through alternate channel. 0204060801001201401601802001 2 3 4 5User Friendly

40 Table 10 Mobile Banking Rating Scale12345 Reliability597899595 Interpretation: Survey was conducted upon 300 respondents, who were availing services of SBI in themodesavingaccountorcurrentaccount.AlltherespondentsadmittedthatSBI providing service through alternate channel. 01020304050607080901001 2 3 4 5Reliability

41 Table 11 Mobile Banking Rating Scale12345 High Speed Functioning3351734841 Interpretation: Survey was conducted upon 300 respondents, who were availing services of SBI in themodesavingaccountorcurrentaccount.AlltherespondentsadmittedthatSBI providing service through alternate channel. 0204060801001201401601801 2 3 4 5High Speed Functioning

42 Table 12 How far do you think these channels have matched your expectation? ATM Alternate ChannelCompletely Partially AverageDidn't fulfil ATM596215623

Interpretation: Survey was conducted upon 300 respondents, who were availing services of SBI in the mode savingaccountorcurrentaccount.AlltherespondentsadmittedthatSBIprovidingservice through alternate channel. 020406080100120140160Completely Partially Average Didn't FulfillATM

43 Table 13 Internet Banking Alternate ChannelCompletely Partially AverageDidn't Fulfill Internet Banking194121525 Interpretation: Survey was conducted upon 300 respondents, who were availing services of SBI in the mode saving account or current account. All the respondents admitted that SBI providing service through alternate channel. 050100150200250Completely Partially Average Didn't FulfillInternet Banking

44 Table 14 Mobile Banking Alternate ChannelCompletely Partially AverageDidn't Fulfil Mobile Banking276915747 Interpretation: Survey was conducted upon 300 respondents, who were availing services of SBI in themodesavingaccountorcurrentaccount.AlltherespondentsadmittedthatSBI providing service through alternate channel. 020406080100120140160Completely Partially Average Didn't FulfillMobile Banking

45 Table 15 Will you recommend other to go for this bank? Yes NO Maybe 2211366 Interpretation: Survey was conducted upon 300 respondents, who were availing services of SBI in themodesavingaccountorcurrentaccount.AlltherespondentsadmittedthatSBI providing service through alternate channel. 050100150200250Yes NO Maybe

46 Project Findings Alternate channel of banking provide consumer all the banking service without visit the branch. This study based on a survey which placed at 24 parganas North and South andHowrahdistrict.300consumerviewaretakenregardingalternatechannelof banking and the project findings areAllthe300consumerareawareaboutalternatechannelbankingfacility provided by SBI. Facility like ATM, Internet Banking or Mobile Banking. Among 300 consumer 293 using ATM for alternate channel of banking. Among300consumer88usingInternetBankingasalternatechannelof banking. Among 300 consumer using mobile banking as alternate channel of banking. ConsumerratedATMasuserfriendlymostlyaverage,goodand satisfactory.40.33% mention ATM as average,33.33% mention as good andConsumerratedATMasreliabilitymostlyaverageandgood.Among300 consumer 63% mention ATM reliability as average and 28.33% mention as good. Consumer rated ATM as high speed functioning good and average.37.66% consumer rated as average and 47.33% rated as good. According to consumer Internet banking rated as user friendly below average by 21%, average by 51.33% and good by 23.33%. AccordingtoconsumerInternetbankingreliabilityrated26.33%asbelow average, 54.67% as average, and 18% as good. According to survey Internet banking high speed functioning rated 15.67% as below average, 33% as average and 39% as good. From the study its find out that mobile banking as user friendly rated poor by 8%.Rated below average 13%,62.33% as average and 14.33% as good. According to survey its find out that Mobile Banking reliability rated 19.66% as poor,26% as below average,33% as average,19.67% as good. From the study its find out that Mobile Banking high speed functioning rated below average by 11.67%,57.67% rated as average,16% rated as good and 13% rated as satisfied. ItisfindoutthatconsumerexpectationmetfromtheATMcompletelyby 19.66%.partially by13.66%, average by 52% and didnt fulfil by 7.67%. ConsumerexpectationmetfromInternetBankingcompletelyby6.33%, partially by 13.67%, average by 71.67%, didnt fulfil by 47%. Consumer expectation met from Mobile banking completely by 9%, partially by 23%, average by 52.33% and didnt fulfil by 15.67%. It is find out that 73.67% people suggested for SBI alternate for banking. Other than this numerical part some important issue is find out that though consumerhavegoodideaaboutATMbutsomecasestheyarelackof knowledge regarding Internet Banking and Mobile Banking.

47 It is also find out that consumer are so much security concern about Internet Banking as well as Mobile Banking. They feel less secure when they banking with this two channel. It is also find out that some cases ATM maintenance not up to the mark. Recommendation: Special campaigns for imparting awareness regarding usage and benefits of the alternate channel of banking. Technical defects should be removed so that cases of wrong deductions may not occur. More and more advertisements should be made by the banks. SBI need to provide more knowledge regarding security of internet banking and mobile banking to their customer to won their trust. SBI need more responding to complaints regarding alternate channel of Banking. At the time of opening accounts, consumers should be aware about the alternate channel of banking.

Conclusion: While analysing the various aspects of the alternate channel of banking, it could be concluded that the alternate channel of banking is, however, getting popular, but the pace of popularity is not as such, as it required to be. There are various reasons underlying this issue. Most common reason, which has been observed in the study, is people's bugbear to adapt with the advent of new technology. Some of the fields are yet to be improved and rethink due to which the organization could improve the performance of its services.

48 Annexure Name: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _Gander: Occupation

Other _________________________ Age group

Q1. Are you aware of the alternate channels of SBI? Q2. Which alternate channels do you use? (You can click more than one) Q3Please rates your satisfaction for the following? ATM Factor Rating User Friendly Reliability High speed functioning

Internet Banking Factor Rating User Friendly Reliability High speed functioning

49 Mobile Banking Factor Rating User Friendly Reliability High speed functioning Q6 How far do you think these channels have matched your expectation? Alternate ChannelCompletelyPartiallyAverageDidnt Fulfill ATM Internet Banking Mobile Banking Q7 Will you recommend other to go for this bank? Any Suggestion: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __ _ __ __ _ _ _ ___ _ _ _ _ __ _ _ _ _ __ _ _ _ __ _ _ ___ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _

50 Bibliography Text Books: Philip Kotler, Kevin Lane: Buying, Having, Being. 12th Ed. New Delhi: Prentice Hall of India Wilson A. (2003), Marketing Research: An Integrated Approach Internet: www.google.co.in www.wikipidea.comwww.sbi.com www.sbi.co.in