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Summer Training Report

On
SBI OFFERS Vs CUSTOMER EXPECTATION

AT STATE BANK OF INDIA Jatni

PREPARED BY

MAHESH SATAPATHY
ENROLLMENT NO-12DM050

UNDER THE GUIDANCE OF


EXTERNAL GUIDE MR.W.V Lakshman Rao Chief Manager State Bank of India, Jatni, INTERNAL GUIDE PROF Surya Dev

Dean CAD
IMIS, Bhubaneswar

AS PARTIAL FULFILLMENT OF PGDM PROGRAM OF IMIS, BBSR

INSTITUTE OF MANAGEMENT AND INFORMATION SCIENCE BHUBANESWAR


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Contents List of Items in the Project Report Certificate Declaration Acknowledgement List of charts Introduction Executive Summary Chapter - 1 About the company Analysis of banking Industry Chapter - 2 Theory Objective and Scope, Methodology Sampling and data collection Chapter-3 Data Analysis and its interpretation Observations Recommendation Conclusion Bibliography Annexure Page no 1 3 4 5 6 7

8 15 26 30 31 32 40 41 42 43 44

DECLARATION I, Mahesh Satapathy student of Post Graduate Diploma in Management of Institute of Management & Information Science bearing enrollment number 12DM050 declare that the project entitled SBI OFFERS Vs. CUSTOMER EXPECTATION submitted to State Bank of India, JATNI BRANCH is an original record of work done by me as a part of partial Internship Study of PGDM program of IMIS, Bhubaneswar as given by the State Bank of India.

Date: Place:

Mahesh Satapathy PGDM (2012-2014) Enrollment No: 12DM050

Acknowledgement I would like to take the privilege of acknowledging each and every one for the guidance, concern, inspiration, encouragement, valuable ideas & for showing the right path to proceed through the project. At first I would like to thank Mr Ishwar Chandra Sahu (HR, LHO) Bhubaneswar for assigning me this topic. I am also grateful to Mr.W.V Lakshman Rao(Chief Manager, Jatni Branch) and Mr.R.K Pattnaik(Manager P.B.D) my external guide for giving all the required facilities and knowledge to carry out the project. I would be doing injustice if I dont thank Mr. Babu Ram Parida(AGM,CS), Mr. Rah ul Samanta, Mr.Binod Bisoi , Miss Nutan Prasad who guided me throughout the project furnishing my skills and inspired me to go beyond my project during this internship term. I would also like to show appreciation to Prof. Surya Dev(Internal Guide), Prof. Chunku Pani,Prof A.K Mishra, Prof. R.N Pattanayak , Dr M.K Pal and Prof. Tanmoy De for his excellent guidance & his interest towards the project for the past two months. Without their motivation and consistent support this project could not have materialized. I am grateful to my parents for supporting & giving me the confidence to complete the project successfully. Apart from the above mentioned people, I would like to thank all the people who have co-operated in different places like Bhubaneswar and Jatni for the completion of the summer internship program. I dedicated my work to my Lord Bhagwan Sri Satya Sai Baba who was constantly with me for this endeavor without whom the project would not have seen the light of the day.

Date: Place:

Mahesh Satapathy 12DM050

Executive Summary Banks form the major backbone of our economy. A number of leading economists have confirmed the fact that the amount of capital available in India for investment is surprisingly and inexplicably large. Only we need exploiting this idle capital. Who else can exploit it, if not banks? Both in rural and urban areas, huge amounts of money are wasted on celebrations like marriages and births. If banks can offer handsome interest on savings, people can be induced to direct their savings from wasteful activities to banks. Promoting attractive deposit schemes needs some very active work on the part of the banks, but it can certainly mobilize a large amount of saving for capital formation. Hence, this study was meant to know the level of expectation of people for the various banking products and their satisfaction level. Banking products form a part of our vast financial system hence their development is possible only if the customers are happy and satisfied. But there is a lot of difference between a banking product and a normal product, the banking products are primarily a intangible product, hence, it is tough to measure its satisfaction level for them. This factor creates gap between what the organization is offering and what the customer is expecting, this gap can never be deleted only it can be reduced by getting to know the mindset of the customer and what factors will make him happy. Therefore the study aims to find the gap between the offerings and the expectation. There are 255 products in total what SBI is offering. These can be divided into 3 main categories they are: Asset (all Loans) Liability (all Deposits) Alternate channels (ATM, Debit cards, internet banking, mobile banking, CDM). The Project mainly focused on collecting data through Questionnaire method. The of secondary information was limited to understanding the products. All the responses were collected tabulated in a spreadsheet and various statistical tools were applied. The main findings of the survey were that were not much gap between the offering and customer expectations.

Executive Summary Banks form the major backbone of our economy. A number of leading economists have confirmed the fact that the amount of capital available in India for investment is surprisingly and inexplicably large. Only we need exploiting this idle capital. Who else can exploit it, if not banks? Both in rural and urban areas, huge amounts of money are wasted on celebrations like marriages and births. If banks can offer handsome interest on savings, people can be induced to direct their savings from wasteful activities to banks. Promoting attractive deposit schemes needs some very active work on the part of the banks, but it can certainly mobilize a large amount of saving for capital formation. Hence this study was meant to know the level of expectation of people for the various banking products and their satisfaction level. Banking products form a part of our vast financial system hence their development is possible only if the customers are happy and satisfied. But there is a lot of difference between a banking product and a normal product, the banking products are primarily a intangible product hence it is tough to measure its satisfaction level for them. This tangibility factor creates gap between what the organization is offering and what the customer is expecting, the gap can never be deleted only it can be reduced by getting to know the mindset of the customer and what factors will make him happy. Therefore the study aims to bridge the gap between the offerings and the expectation. There are 255 products in total what SBI is offering. Hence the Study would be cumbersome if we take all that into consideration. Hence all of them are divided into 3 main headings they are: Asset (all Loans) Liability (all Deposits) Alternate channels (ATM, Debit cards, internet banking, mobile banking, CDM). The Project mainly focused on collecting only primary data through Questionnaire method, use of secondary information is limited however Secondary information was prime most to carry on the Questionnaire survey. All the responses were collected tabulated in a spreadsheet and various statistical tools were applied. And all the requisites graphs and pie-charts were drawn. Various interpretations were made and the findings were jotted down. The main findings of the survey were that were not much gap between the offering and customer expectations.

Chapter-1
About the company INTRODUCTION The Reserve Bank of India had been attempting to help the villagers through the state cooperative banks but the extent of its assistance was very limited. At the same time, the need to help the farmers in all possible ways so as to increase agricultural production has been most pressing since independence. The All India Rural Credit Survey Committee (AIRCSC) recommended the setting up of a State Bank of India, a commercial banking Institution, with the special purpose of stimulating banking development in rural areas. The State Bank of India was set up in July 1, 1955, when it took over the assets and liabilities of the former Imperial Bank of India. Capital The State Bank of India has authorised share capital of Rs. 20 crores and an issued share capital of Rs. 5,625 crores which has been allotted to the Reserve Bank of India. The shares of the SBI are held by the Reserve Bank of India, insurance companies and the general public who were formerly shareholders of the Imperial Bank of India. The State Bank of India and its associate banks are engaged in the economic development of the country through a wide network of 15,003 branches and 27000 above ATM spread over the country. After 1955, there has been a steady increase in the assets and liabilities of the State Bank of India. Their revenue is at present 36.950 US$ Billion. And total profits of 3.202US$ billion. The present stock price of SBI is Rs 2286. Management The management of the State Bank vests in a Central Board constituted thus: A Chairman and a Vice-chairman appointed by the Central Government in consultation with the Reserve Bank; not more than two Managing Directors appointed by the Central Board with the approval of the Central Government; six Directors elected by the shareholders other than the Reserve Bank; eight Directors nominated by the Central Government in consultation with the Reserve Bank to represent territorial and economic interests, not less than two of whom shall have special knowledge of the working of co-operative institutions and of the rural economy; one Director nominated by the Central Government; and one Director nominated by the Reserve Bank. The present chairman is Mr. Pradip Choudhry.

Functions The State Bank of India performs all the functions of a commercial bank and acts as an agent of the Reserve Bank in those places were the latter has no branch offices. Further it is required to play a special role in rural credit, namely, promoting banking habits in the rural areas, mobilizing rural savings and catering to their needs. It is expected to look after the banking development in the country. It provides financial assistance to the small scale industries and the co-operative institutions. A. Central Banking Functions Though the State Bank is not the Central Bank of the country, yet it acts as the agent of the Reserve Bank in all those places where the latter does not have its own branches. As agent to the Reserve Bank, the State Bank performs some very important functions: 1. It acts as the Bankers Bank: It receives deposits from the commercial banks and also gives loans to them on demand. The State Bank rediscounts the bills of the commercial banks. It also acts as the clearing-house for the other commercial banks. In addition to this the State Bank also provides cheap remittance facilities to the commercial banks. 2. It acts as the Governments Banker: It collects money from the public on behalf of the government and also makes payments in accordance with its instructions. The bank also manages the public debt of the Central and the State Governments. B. Ordinary Banking Functions The ordinary banking functions of the State Bank are as follows: 1. Receiving Deposits from the Public: Like other commercial banks, the State Bank also receives different types of deposits from the public. 2. Investment in Securities: Like other commercial banks, the State Bank invests its surplus funds in the Securities of Government of India, the State Governments, Railway Securities, Securities of Corporations and Treasury Bills. 3. Loans and Advances to Businessmen: The State Bank grants loans and advances to businessmen against the security of government papers, exchange bills, approved promissory notes and title deeds. 4. Foreign Banking: In recent years, the State Bank of India has extended its foreign banking business. It has opened its branches in important world banking centres, such as Nassau, Singapore, Hong Kong, London, New York, Frankfurt etc. The Banks foreign business is expanding every year. It has been able to give a new direction to its foreign business. The State Bank, in collaboration with leading foreign banks, has also been extending loans to foreign governments.

PRODUCT AND SERVICES OFFERED BY SBI SBI offers Corporate and Retail Internet Banking Products and Other Value Added Services PRODUCTS 1-KHATA: Khata enables to access account information anywhere anytime. Advantages:

Enquiry rights on the accounts Facility to view account information and download account statement of your account. Suitable for single user operated accounts.

2-KHATA PLUS: Khata Plus enables multiple people in your business to access account information anywhere anytime. Advantages: Enquiry rights on the accounts. Facility to view and download account statement of your accounts maintained at any SBI branch. All the authorized users from the corporate get a complete view of information. 3-SARAL: Single user operated, user friendly and simple. Transaction rights on the accounts. Facility to view account information and download account statement of the account. Facility to transfer funds to SBI accounts (other than own accounts) --- Consolidated limit per day Rs.5.00 Lacs Other Bank Accounts (RTGS/NEFT) --- Consolidated limit per day Rs.5.00 Lacs Merchant Payments --- Consolidated limit per day Rs.5.00 Lacs 4-VYAPAAR: Exercise the privilege to transact over the internet, make payments the cyber way, conduct business in style. Equip with Vyapaar and facilitate your business needs. Features built into this module for your privilege:

All Online transactional functionalities offered, e.g., fund transfers, third party payments, draft issues etc. Per transaction limit is of Rs.50 lakhs and there is no restriction on number of transactions. Facility of Interbank and Inter branch funds transferred enabled. File mode transactions enabled.(single debit- multiple credits for salary payments, vendor payments etc.) Supports banking with single branch. Administrator module for better control and security.
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5-VISTAAR: Freedom to operate your business at any geographical location from wherever you desire. Freedom to take urgent financial decisions from any situation. Freedom to empower your people to conduct business the modern way yet within the framework laid down by you. Freedom from branch dependency. Vistaar provides an all-round business solution, online. Benefits of the module which will provide you the freedom: Access to accounts across SBI branches with a single sign on. All Online transactional functionalities offered, e.g., fund transfers, third party payments, draft issues etc. Facility of Interbank and Inter branch funds transferred enabled. Receive payments over the internet e.g., sales receivables, bills due. File mode transactions enabled.(single debit- multiple credits for salary payments, vendor payments etc.) System to system Integration to minimize manual intervention. Elaborate user hierarchy with filtered access and delegated rights. Regulator will set up business rules to facilitate financial transactions over Internet. Administrator module for setting up control and security features. Provision for 'Auditor' role to facilitate audit of accounts and transactions post facto. 6-ELECTRONIC VENDOR FINANCE: Electronic Vendor Financing Scheme (e-VFS ) and Electronic Dealer Financing Scheme (e-DFS) State Bank of India introduces Supply Chain Finance by leveraging its state of the art technology for the convenience of the customers. SCF will strengthen the relationship of SBI with the Corporate World by financing their supply chain partners. A Web based platform which:

Provides convenient paperless banking. Ensures Real time online transfer of funds and MIS. Is fully customizable as per your business requirement. Is capable of being fully integrated with Corporate Enterprise Resource Planning Software (ERP)/SAP.

Two products are offered on the supply chain to cater to the needs of both vendors and dealers:

Electronic Vendor Financing Scheme (e-VFS): Financing Vendors/Suppliers for their receivables from Corporate buyers which are Industry Majors (IMs). The Corporate buyers can upload the details of invoices raised by their Vendors on our Bank's online platform which results in instant credit to Vendor account. Electronic Dealer Financing Scheme (e-DFS): Financing Dealers for their purchases from Corporate Sellers. Corporate Sellers make online requests to our Bank's online platform for debiting dealer's account by providing details of invoices raised on their Dealers which results in immediate credit to Corporate seller's account.

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All product offerings under Channel Finance are designed to ensure efficient management of working capital cycle and sustained growth and profitability of business partner. BENEFITS ACROSS THE SUPPLY CHAIN: Buyer Reduce the cost of goods purchased Seller Reduce the cost of capital through improved Days Sales Outstanding (DSO) and lower finance costs. Generate flexible, predictable cash flow Bank Build stronger, collaborative relationships with customers.

Reduce working capital requirements through improved Days Payable Outstanding (DPO) Enjoy a more stable supply base

Enhance customer retention

Gain access to low-cost Increase bottom line by finance rates. supporting customers entire supply chain from end to end.

6-DIRECT DEBIT: Direct debit is a facility given to Corporates (Suppliers) having Vistaar facility and supplying goods to their Dealers (Dealers need not be availing INB facility) whereby the Corporate (Supplier) can directly debit the accounts of their dealers maintained at SBI branches at different locations. In this facility the Supplier and the Bank will enter in to a bipartite agreement, based on which, the Dealer will provide a mandate to the supplier for debiting his account up to a specific limit.

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SERVICES 1-ACCOUNT VIEW/STATEMENT: Online SBI can generate an account statement for a date range for any of your accounts. The statement includes transaction details, opening, closing and accumulated balance in the account. 2-FUNDS TRANSFER: You can now avail a bouquet of funds transfer services through Internet banking 1. Transfer funds within your own accounts 2. Transfer funds to third party account held in the same bank 3. Make an Interbank funds transfer to any account held in any bank including State Bank Group 4. Pay any VISA credit card bill 5. Transfer funds to religious and Charitable institutions 6. Record standing instructions to transfer a fixed amount at a scheduled frequency for a period not exceeding one year 7. Transfer funds to NRE PIS accounts to facilitate online trading 3-DEMAND DRAFT REQUEST: Online SBI enables customers to issue demand drafts online. Customer has the option to collect the draft from branch or give his mandate to dispatch the draft by courier to the beneficiary. 4-UTILITY BILL PAYMENT: Online Pay: Using SBI e-PAY you can 'see and pay' your various bills online, directly from your SBI Account. You can pay telephone, electricity, insurance, credit card and other bills - from the comfort of your home or office, 24 hours a day, 365 days a year Auto Pay: You can also set up Auto Pay instructions with an upper limit to ensure that your bills are paid automatically whenever they are due. The upper limit ensures that only bills within the specified limit are paid automatically, thereby providing you complete control over these payments. 5-BULK TRANSACTION THROUGH FILE UPLOAD: To facilitate bulk transactions, OnlineSBI provides for upload of files containing following financial and non financial transactions: 1. 2. 3. 4. 5. 6. 7. 8. Inter and Intra Bank fund transfers- Example Salary Payments, Vendor Payments, etc. Request for issue of demand drafts Tax payments- CBDT and CBEC Direct debit whereby suppliers debit the account of the dealers Beneficiary- addition and deletion Billers registration Top up of pre paid cards Automation of file uploads from customer ERP to INB System is also possible.
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This is applicable to Corporates availing Vyapaar and Vistaar facilities. 6-DEMAT VIEW FACILITY: Corporate Internet Banking enables you to view your Corporate Demat account online. You can view the account details, and generate the following statements online.

Statement of holding Statement of transactions Statement of billing

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Chapter-2
Theory This project is meant to measure the customer expectations of various Banking products and to recommend the bank how it can bridge the gap of what it is offering and what the customer is expecting. Before that let us understand the concept of consumer behavior and the theory of Gap Analysis and the Factors which affect consumer expectation. Consumer behavior may be defined as the decision-making process and the physical activity involved in evaluating the various aspects of goods or services in order to initiate a purchase. What we buy, how we buy, when we buy, in how much quantity we buy depends on our perception, self-concept, and attitude of the seller, belief values and many other factors which are internal and external to us. While buying, we also consider whether to buy or not to buy, and from which source or seller to buy. Therefore, the work of the marketers is to understand the needs of different consumers and having understood their different behaviors after an in-depth study of their internal and external environment, they should formulate plans and strategies for marketing their product. Customer expectations are beliefs about service delivery that serve as standards or reference points against which performance is judged. Because customers compare their perceptions of performance with these reference points when evaluating service quality, thorough knowledge about customer expectations is critical to services marketers. Knowing what the customer expects is the first and possibly most critical step in delivering good quality service. Being wrong about what customers want can mean losing a customers business when another company hits the target exactly. Being wrong can also mean expending money, time and other resources on things that do not count to the customer. Being wrong can even mean not surviving in a fiercely competitive market. Among the aspects of expectations that need to be explored and understood for successful services marketing are the following: what types of expectation standards do customers hold about services? What factors most influence the formation of these expectations? What role do these factors play in changing expectations? How can a service company meet or exceed customer expectations?

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Customer Gap The central focus of the gaps model is the customer gap, the difference between customer expectations and perceptions. Expectations are the reference paints customers have coming in to a service experience; perceptions reflect the service as actually received. The idea is that firms will want to close this gap - between what is expected and what is received - to satisfy their customers and build long - term relationships with them. To close this all - important customer gap, the model suggests that four other gaps - the provider gaps- need to be closed. The figure depicts this model. .

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THE PROVIDER GAPS The provider gaps are the underlying causes behind the customer gap: Gap 1 - Not knowing what customers expect. Gap 2 - Not selecting the right service designs and standards. Gap 3 - Not delivering to service standards. Gap 4 - Not matching performance to promises. A primary cause in many firms for not meeting customers' expectations is that the firm lacks accurate understanding of exactly what those expectations are. A gap exists (gap 1) between' company perceptions of customer expectations and what customers actually expect. Even if a firm does have a clear understanding of its customers' expectations, there still may be problems if that understanding is not translated into customer-driven service designs and standards (gap 2). Once service designs and standards are in place, it would seem the firm is well on its way to delivering high-quality services. This is true but still not enough. There must be systems, processes, and people in place to ensure that service delivery actually matches (or is even better than) the designs and standards in place (gap 3). Finally, with everything in place to effectively meet or exceed customer expectations, the firm
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must ensure that what is promised to customers matches what is delivered (gap 4}. CLOSING THE CUSTOMER GAP In a broad sense, the gaps model says that a service marketer must first close the customer gap, shown in the accompanying figure, between customer perceptions and expectations, To do so, the provider must close the four provider gaps, or discrepancies within the organisation that inhibit delivery of quality service. The gaps model focuses on strategies and processes that firms can employ to drive service excellence. THE CUSTOMER GAP The figure shows a pair of boxes that correspond to two concepts - customer expectations and customer perceptions - that play a major role in services marketing. Customer perceptions are subjective assessments of actual service experiences, Customer expectations are the standards of performance against which service experiences are compared and are often formulated in terms of what a customer believes should or will happen. For example, when you visit an expensive restaurant, you expect a certain level of service, one that is considerably different from the level you would expect in a fast-food restaurant. The sources of customer expectations consist of marketer-controlled factors (such as pricing, advertising, sales promises) as well as factors that the marketer has limited ability to affect (innate personal needs, word-of -mouth communications, competitive offerings). In a perfect world, expectations and perceptions would be identical: Customers would perceive that they receive what they thought they would and should. In practice these concepts are often, even usually, separated by some distance. Broadly, it is goal of services marketing to bridge this distance, and we devote virtually the entire text to describing strategies and practices designed to close this customer gap. Considerable evidence exists that consumer evaluation processes differ for goods and services and that these differences affect the way service providers market their organizations. Unfortunately, much of what is known and written about consumer evaluation processes pertains specifically to goods. The assumption appears to .be that services, if not identical to goods, are at least similar enough in the consumer's mind that they are chosen and evaluated in the same manner. The unique characteristics of services viz., intangibility, heterogeneity, inseparability of production and consumption, and perishability- necessitate different consumer evaluation processes from those used when assessing goods. Because customer satisfaction and customer focus are so critical to competitiveness of firms, any company interested in delivering quality service must begin with a clear understanding of its customers.

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Objective

To stream line all the 255 products into 3 basic areas i.e. Deposits or liability products, Assets or loans and Alternate channels of SBI. To do a survey to gain knowledge about the extent of acceptability of the products. To gain a knowledge regarding their satisfaction level and customer expectation of the customers for the SBI products. To analyze the reasons behind this Gap and to recommend or suggest any Solution for the problem.

Scope To ensure that the project report is useful and could become a source of reference for the bank. The present data is with respect to the products offered by State bank of India. The data collected here is specific to the selected branches of the various banks in Bhubaneswar and Jatni as per the instructions of the organization. The data and information collected here is with the help of Primary methods of Data collection i.e. Questionnaire Surveys and Face to face interviews with the customers. Methodology For this project i.e. SBI offers Vs. customer expectations, the methodology used is stated below: The research carried out for this project is descriptive in nature. It required the banks internal data regarding customer who had availed different types of banking products. The 255 product category was streamlined and divided into 3 major categories i.e. Asset (all Loans) Liability (all Deposits) Alternate channels (ATM, Debit cards, internet banking, mobile banking, CDM). An exhaustive study of the general perceptions of the customers. For this purpose, primary study was used more in the form of Questionnaire. Two questionnaires were designed one for the deposits and loans and other one for the alternate channels. This gave me an opportunity to gain insight about the acceptability/popularity of various SBIs products.
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Sampling and data collection

The sample size for the study was 250. As the samples were randomly scattered the method of convenient sampling was adopted. Collection of data was done with the help of a Questionnaire. The medium of collection mainly consisted of two prime mediums through different websites like Surveymonkey.com etc. and with face to face interaction with the customers.

Data Analysis and Data Interpretation: The data was analyzed and I was able to analyze customers views, ideas and opinions related to its Products. Interpretation of data was done by using statistical tools like Pie diagrams, Bar graphs, and also using quantitative techniques (by using these techniques) accurate information was obtained.

Classification & tabulation of data: The data thus collected were classified according to the categories, counting sheets & tables were prepared. The resultant tables were one dimensional, two dimensional.

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Chapter-3
Data Analysis with its interpretation
Customer Age Spread
1% 2% 12% 20 to 30 30 to 40 40 to 50 85% above 50

Fig 1

From the above pie chart it is can be concluded that the Customers were mainly from the young generation and they are between the age group of 20 to 30 and they form the 85% of the total sample size.

Customer gender proportion


female male 72%

28%

Fig 2

The pie chart shows the Customer Gender Proportion. As it is seen that Male form the major chunk from the total respondents. They form the 72% of the total sample size. This can be due to because the banking transactions are generally done by the Male as they are the people who stand in lines and get their things done. It is because of the traditional way of thinking of the Indian Customers. The Female were just one third of the total sample size.

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Frequency of visits to the Bank premise


16% 10% 74% 0 to 2 times More than 5 times 3 to 5 times

Fig 3

The above pie chart can be analyzed that the large chunk of the respondents visits are less only 0 to 2 times. This can be explained that due to massive developments in the banking services various alternate channels are introduced which saves time and money and makes the transactions easier and quicker. This discourages the customers not to visit the bank premise and rather use the alternate channels like ATM, Internet Banking etc. while others who were frequent visitors were in the Senior citizens.
3%

Occupation Spread
Student 36% Professional private service Employee 10% 3%
Fig 3

48%

Research Scholar

Major respondents were the employees of different organization and this is obvious because many of them had their salary account in the State banks, and in addition to that they use various other products like Insurance, Fixed Deposits. And the private service were very less because they mainly have their salary account in private banks.

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Nature of transaction
Depositor Borrower 64% 4% Both

32%

Fig 4

The above chart shows that depositors forms the major section of the respondents i.e 64% as these people generally come often to the bank premise hence they are likely to be the major sample. While the borrowers were few as they rarely visit the bank. Apart from them the 32% of the respondents were both nature borrowers and also depositors.

Factors which determine the expectation levels of the customer for the Loan products
18 16 14 12 10 8 6 4 2 0

1 2 3 4 5

Fig 5

The above histogram shows the different factors which result into the different levels of the expectation of the customer for different loan products. The expectation were generally high for various parameters but for very less factors it was low and the main reason was because of some bad experience which customer might have undergone or it may be because of some service failur

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Factors which determine the expectation levels of the customer for the deposit products
40 35 30 25 20 15 10 5 0

1 2 3 4 5

Fig 6

The above histogram shows the different factors which result into the different levels of the expectation of the customer for different Deposits products. The expectation were generally high for various parameters but for very less factors it was low and the main reason was because of some bad experience which customer might have undergone or it may be because of some service failure.

Product Suiting the Customer in loan category


4% 15% 22% Personal Loan Educational Loan 30% Home Loan 29% Business Loan others

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Fig 7

30% of the customers chose home loans as the product which suits them and also educational loan was almost equal in percentage it is because the interest rate is always lesser than other banks and also other schemes are very much benefit the customer.

Deposit Product that suits the customer


3% 10% Savings account Fixed Deposit Recurring account

87%

Fig 8

87% of the customers chose savings account as the product which suits them because of the various factors like the Average Quarterly balance is lesser in SBI and also the other services are better in SBI as compared to other banks.

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Usage of Alternate Channels


3% 2% 3% 6% 0% 4%

Usage of Alternate Channels ATM Internet banking Point of sales Credit Card passbook updating machines

82%

Green channel Cash deposit machines

Fig 9

Alternate channels form the major products which the customer uses. From the above chart it is clearly seen that the ATM dominates among other channels it is mainly because of its large presence every nook and corner of the city and also it was established much before, while all others are new.

Product that suits customers in Alternate channels category


0% 2% 0% ATM 0% Internet banking Point of sales 33% Credit Card 65% passbook updating machines Green channel Cash deposit machines

Fig 10

It is again the same that ATM is again the best product that suits the customers the most. They form 65% of the sample size.
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120 100 80 60 40 20 0

Ratings of the factors in Alternate channels

1 2 3 4 user friendly low comission charge reliability low error high speed functioning less interest 5

Fig 11

Most people give the ratings to the different factors of the alternate channels the high while only few people rate it as low again it could be because of some bitter experience or some kind of service failure. Factors influenced to Choose SBI
4% 1% Family Member Friends 27% 68% Advertisement Others

Fig 12

Major chunk of the respondent i.e. 68% were influenced to go for SBI because of their family members. While the 27% were because of their influence because of friends.

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Overall rating of SBI over others banks


9% 0% 0% Very Good 32% Good Average bad 59% worst

Fig 13

Major chunk of the respondents i.e. 59% rated SBI to be average while one third of the sample rated it as to be very good. Recommending others to go for SBI
13% 5% Yes No May be 82%

Fig 14

87% of the sample told that they will recommend others to go for SBI while 5% of them, said they wont. While just 13% were confused.

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Degree of fullfilment expectation


31% 28% Partially

Completely

Average 41%

Fig 15

41% of the samples told their expectation were completely fulfilled while 31% said their expectation was partially fulfilled.

Observations SBI was preferred generally by the elder people i.e. above 30s of age because of their loyalty to it. Most of the customers said that they dont like the long queues in State Bank of India. It is always disorganized and dirty. When asked to rate the service delivery and the customer service from the employee point of contact most of the people rated it below average as they found the behavior of the employees to be rough and not what it expected be. They rated the most of the products to be good and very good because of its good features for example they liked the low interest rate charged on the different loans like Home loans and Educational Loans as compared to the other banks. A large chunk of people rated SBI to be good over other banks. When asked the customers if they would like to shift to other banks they said if their grievances are not met they can move to other banks. Customers are not satisfied with the condition of ATM all throughout the city; Most of them seem to be out of order or out of cash. For example one near Nuagaon Municipality Road installed recently is closed. Customers were unhappy with high TAT (turnaround time) taken during the disbursement of the loan. A large chunk of people said that they use SBI because of they were influenced by their family members. Hence SBI could use this as their major weapon to get more and more customers.
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Recommendations SBI was more preferred by the Elder class people. That means a large youth section is still being missed out from their catch hold. They should try introducing some more new and innovative features like they introduced the Welcome Kit feature. SBI introduced the Token systems to mitigate the long queues which irritates a customer but yet this is not in working in most of the big and major branch, and also some people dont use because of lack of awareness. There are sign boards where it is written Single window teller counter, this is not clear there is no clarification regarding as to which is accepting deposits or which is giving cash and clearing cheques. A customer always asks about this and gets irritated. Hence there should proper demarcation of this basic information. The customers service is poor during the peak periods, it is seen in Main branch BBSR when very few Teller counter actually working which results in slow and laggard service. The bank should be ready to open up more counters seeing the traffic. I dont think there is a need to make different slips relating to the deposits, withdrawal or Cheques, they can be made standardized, with just a stamp of their branch code and name on it. This can save lot of confusion and also the paper costs. During my interaction with the customers it is noticed that they were unhappy with the way which employees behave with the customers, they take so much time just to do a simple work like deposit and also they ask more documents than what is asked by the banks.For example they ask more documents like other ID cards other than Adhaar and electricity bill. This upsets the customer and gives an opportunity to shift to other banks. Hence especially this happened in the Jatni Branch where the ladies who were in the teller counter dont behave as what they are supposed to. This can be reason that they are not trained properly. Banks should take stern steps regarding these and there should be a continuous feedback system at the entrance whether they liked being served by the particular Employee this can be great help in improving service. As Alternate channels are major source of the banking services hence their presence should more felt, it is only seen for ATM while other channels are still not being seen in everywhere. Most of the ATMs are not working or they are out of cash hence bank should readily solve the problem. It is seen that the security guards are not doing their job properly of taking care of the Machine properly. Cash deposit machines are not installed everywhere in the city. Their installation could be a great solution to most of the problems. I would recommend that if ATM and CDMs are installed adjacent to each other than the out of cash problems will be solved both the machines can be linked and the cash being deposited can go to the ATMs and hence various other operational costs can be saved. Their expectations are fulfilled fully in most of the products.
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Limitations

Limits and restrictions are inherent in any study or research. This project was also marred by some limitations stated below: The project aims to cover only the various products of State Bank of India. Practically it is not possible to get the responses for all the 255 products because of time constraint hence the study was generalized to the three broad categories. The filtering of information by bank personnel of other banks due to time constraints because the project is based on practical knowledge. The data collected for the project was limited only to Bhubaneswar and Jatni areas. Ignorant, non-cooperative and reluctant attitude of respondents was a major constraint in this study. Hence there could be lot of response error in the study. There may be some interpretational error on my part because analyzing the data required mathematical calculations and there might be certain calculation errors.

Conclusion Studying the popularity and general perceptions of product of SBI gave me an insight as to what strategies should be adopted by the bank which will help it improve its market share. From the findings it can be clearly seen that SBIs market share is already high but there are certain crucial points where the bank needs to work on in order to attract more customers. It can be seen that most of the people who havent chosen SBI for availing products have cited the reason that they find the attitude of the bank officials to be negative and repulsive. This is a very significant aspect of any organization because this is one of the most important criterions which determine the satisfaction/dissatisfaction of customers. Therefore, the bank needs to improve on this aspect. Moreover, the processing of loan and the documentation procedure followed by the bank is quite lengthy and therefore, poses a major drawback for the bank. If the processing time is shortened and the bank gives way for minimal
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documentation then this can prove to be of much use to the bank thus, increasing the number of the people seeking its Loan products. SBI is todays the largest bank in India just because of its large customer base which is because it is the oldest bank. And also the brand makes It more popular among the masses. But customers as we all know is never loyal to any company wherever he gets service he shifts to that. Hence he never avoids paying extra for some benefit he is getting that is why most of the private sector banks are giving a stiff competition to it for example HDFC bank are the leading because of its facilities. SBI should provide specialize services to customers and customization should be the aim of the bank.

Bibliography

Primary data collected: Questionnaires filled in by customers. Documents available from the Bank website: www.sbi.co.in. Information gathered from SBI officials. Information gathered from the below mentioned bank officials through face-to-face conversation. http://akhimbanotes.hpage.in/service_marketing_7043831.html en.wikipedia.org/wiki/State_Bank_of_India http://stockmusings.com/indian-banking-industry-structure-and-business-model/ http://www.marketing.org.au/?i=mhOLQLXYtU8=&t=jZS6ngCVPug=

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ANNEXURE Questionnaire for usage of alternate channels This questionnaire is administered only to seek information regarding your perception about the banks services. No part of this would be published in any forum. It is very confidential and only for project purpose. Kindly be free to answer few questions below. Help us to serve you better Name: - Cell no-.. Account no. Sex: - (a) Male (b) Female Age: - (a) 20 to 30 (b) 30 to 40 (c) 40 to 50 (d) Above 50 Occupation (a) Business (b) Housewife (c) Professional (d) Student (d) Employee (e) Others. Educational Qualification (a) High School (b) Graduation (c) Post graduation

(d)Others Income (per month) (a) Less than Rs.10, 000/(d) Above Rs. 50, 000/ Q1 How long have you been using SBI Banking Service? (a) 0-6 month (b) 6month-1 year (c) 1-2year (d) More than 2 year

(b) Rs. 10,000-20,000/

(c) Rs. 20,000/- to 50,000/

Q2 Are you aware of the alternate channels of SBI? a) Yes b) no c) may be

Q3 Which one among the following do you use often? (a) ATM (b) Credit card (c) Internet banking or corporate banking (d) Green channel counter (e) cash deposit machines (f) Pass book update machines (g) Point of sales Q4 How far do you think these channels have matched your expectation? 32

a) Completely

b) partially

c) average d) below average e) didnt fulfill

Q5 Please rates your satisfaction for the following? factors User friendly 1 2 3 4 5

Low commission charge Reliability

Low error

High speed functioning Less interest

Q6 Who influenced you to bank with SBI? (a) Family Member (b) Friends (c) Advertisement (d) Others.

Q7 How do you rate SBI over others? (a)very good (b) good (c) average

(d) bad

(e) worst

Q8 What influenced you to go for SBI Banking. ( Can answer more than one) (a) Safety and security (b) convenience (c) certainty in return (d) others_______

Q9 How often have you faced any kind of service failure? (a)Very Often b) often c) rarely 33 d) very rarely e) never

Q10 Are you aware of the using toll free numbers for customer service? (a) Yes Q11 Had it been resolved quickly? a) Yes b) no c) may be b) no c) may be

Q12 Will you recommend your peers to go for this bank? a) Yes b) no c) may be

Q13 Which of these suits you the most? (a) ATM (b) Credit card (c) Internet banking or corporate banking (d) Green channel counter (e) cash deposit machines (f) Pass book update machines (g) Point of sales

Q14 What in the above you like the most? (a) Regular sms alerts (b) up to date transaction statement (c) Less commission (d) High speed access (e) Error free transaction (f) Others_______________

Q15 Which one of the following you use for your banking transaction? (a) Alternate channels (b) Bank premise (c) both

Q16 What are the reasons behind choosing above option? (a) High speed access (b) Convenience (c) Tangibility factor (d) Technically Ignorant (e) others Please specify___________________

Any suggestions you have are welcomed

....Thank You.. 34

Questionnaire for usage of alternate channels


This questionnaire is administered only to seek information regarding your perception about the banks services. No part of this would be published in any forum. It is very confidential and only for project purpose. Kindly be free to answer few questions below.

Help us to serve you better Name: - Cell no-. Acc noSex:- (a) Male (b) Female Age:- (a) 20 to 30 (b) 30 to 40 (c) 40 to 50 (d) Above 50 Occupation (a) Business (b) Housewife (c) Professional (e) Others. Educational Qualification (a) High School (b) Graduation (c) Post graduation

(d) Student

(d) Employee

(d)Others Income (per month) (a) Less than Rs.10, 000/(d) Above Rs. 50, 000/ Q1 How long have you been using SBI Banking Service? (a) 0-6 month (b) 6month-1 year (c) 1-2year (d) More than 2 year

(b) Rs. 10,000-20,000/

(c) Rs. 20,000/- to 50,000/

Q2 Are you aware of the alternate channels of SBI? b) Yes b) no c) may be

Q3 Which one among the following do you use often?

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(a) ATM (b) Credit card (c) Internet banking or corporate banking (d) Green channel counter (e) cash deposit machines (f) Pass book update machines (g) Point of sales Q4 How far do you think these channels have matched your expectation? a) Completely b) partially c) average d) below average e) didnt fulfill Q5 Please rates your satisfaction for the following? factors User friendly 1 2 3 4 5

Low commission charge Reliability

Low error

High speed functioning Less interest

Q6 Who influenced you to bank with SBI? (a) Family Member (b) Friends (c) Advertisement (d) Others.

Q7 How do you rate SBI over others? (a)very good (b) good (c) average

(d) bad

(e) worst

Q8 What influenced you to go for SBI Banking. ( Can answer more than one) (b) Safety and security (b) convenience (c) certainty in return (d) others_______
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Q9 How often have you faced any kind of service failure? (a)Very Often b) often c) rarely d) very rarely e) never

Q10 Are you aware of the customer service using toll free numbers? (a) Yes Q11 Had it been resolved quickly? b) Yes b) no c) may be b) no c) may be

Q12 Will you recommend your peers to go for this bank? b) Yes b) no c) may be

Q13 Which of the these suits you the most? (a) ATM (b) Credit card (c) Internet banking or corporate banking (d) Green channel counter (e) cash deposit machines (f) Pass book update machines (g) Point of sales

Q14 What in the above you like the most? (b) Regular sms alerts (b) up to date transaction statement (c) Less commission (d) High speed access (e) Error free transaction (f) Others_______________

Q15 which one of the following you use for your banking transaction? (b) Alternate channels (b) Bank premise (c) both

Q16 What are the reasons behind choosing above option? (b) High speed access (b) Convenience (c) Tangibility factor (d) Technically Ignorant (e) others Please specify___________________

Any suggestions you have are welcomed

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