Académique Documents
Professionnel Documents
Culture Documents
ON
“CUSTOMER SATISFACTION LEVEL OF SBI CREDIT CARD”
AT
SBI BANK (KATARGAM BRANCH)
[From 15Th May, 2008 to 15th March, 2008]
Submitted By:
Submitted To:
JULY 2008
CERTIFICATE OF THE FACULTY GUIDE
Signature Signature
Signature
Place:
Date: M.B.A. (Sem-III)
JULY 16, 2008.
(RAJIV RANJAN)
BRANCH MANAGER
PREFACE
ACKNOWLEDGEMENT
I would like to start by thanking Veer Narmad south Gujarat university for
providing me with an opportunity to undergo training at this firm. I would
like to thank head of department (Industrial and business management)
in particular for making available all necessary facilities for the fulfillment
of my research work
The success of any task lies in effective input. But this cannot be obtained
without the co-operation of others. I wish to acknowledge all the help of
all those people who have spent their valuable time and given me their
kind co-operation, there by enabling me to complete my survey and study
to satisfactory levels.
I would also like to express my heartfelt gratitude towards Mr.Rajiv ranjan
of SBI (katargam branch) manager for allowing me to work under his
direct supervision.
I am also greatful to Dr. Manish sidhpuria, my academic guide and lecture
for his invaluable inputs and continuous guidance at every stage of my
project. It is only due to his encouragement and practical suggestions that
I could achieve my target.
Finally I wish to thank all my friends staff members at SBI, who directly
or indirectly aided me in my project.
JETHVA KETAN J.
EXECUTIVE SUMMERY
The basic need for student to undergo their program is to learn
and know the practical application of the theory learned in their study
course. This will help them to know the dispersion between what is
thought and its application.
The topic that I have undergone in my training project is
‘consumer satisfaction level of SBI credit card in surat.’
I have selected the above topic because “consumer satisfaction’
according to me is very important for any business.
Today the entire market scenario has changed buyer i.e.
Consumer is a sole king. In this keen competition each and every
business reorganization has realized the importance of satisfying
customer with their products. If the customer is satisfied with the
products. It will definitely enhance the organization profit and reputation.
Thus I feel that satisfying customers with quality product has
become basic necessity for only business organization. As a result, I have
undertaken the above topic to know the satisfaction level of the SBI credit
cardholder.
The most important aspect of a training report is research
methodology and data collection technique i have used questionnaire as a
research total in order to collect primary data. The questionnaire that i
have prepared is close ended type. According to my research as it helped
me covering a larger the sample size I have taken is 200. I have used
random sample method.
Sr. Chapter Pages
No
1 Introduction 1-12
1.1 About state bank of India(SBI)
1.2 About katargam branch
I) HISTORY
II) MISSION
III) VISION
IV) VALUES
V) PRODUCT DISCRIPTION
I) HISTORY
BOARD OF DIRECTORS
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. Three years later the bank received its charter
and was re-designed as the Bank of Bengal (2 January 1809). A unique
institution, it was the first joint-stock bank of British India sponsored by
the Government of Bengal. The Bank of Bombay (15 April 1840) and the
Bank of Madras (1 July 1843) followed the Bank of Bengal. These three
banks remained at the apex of modern banking in India till their
amalgamation as the Imperial Bank of India on 27 January 1921.
The presidency Banks Act, which came into operation on 1 May 1876,
brought the three 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
Foreign Branches
• Australia
• Bahrain
• Bangladesh
• Belgium
• Canada
• France
• Germany
• Hong Kong
• Israel
• Japan
• People's Republic of China
• Republic of Maldives
• Singapore
• South Africa
• Sri Lanka
• Sultanate of Oman
• The Bahamas
• United Arab Emirates
• U.K.
• U.S.A
Growth
III) VISION:
1. premier indian financial services group wiyh global perpective,
world class standards of efficiency and professionalism and core
institutional values.
2. retain its position in the country as a pioneer in development
banking.
3. maximisation shareholder value thriugh high sustaining earning
per share.
4. as institution with a culture of mutual care and commitment, a
satisfying and existing work environment and continuous
learning opputunities.
IV) VALUES:
1. excellence in customer services.
2. profit orientation.
3. belonging and commitment to the bank.
4. fairness in all dealings and relation.
5. risk taking and innovation.
6. team playing.
7. lerning and renewal.
8. integrity.
9. transparency and discipline in policies and systems.
V) PRODUCT DESCRIPTION:
(b) While loans with deferred payment period up to three years will be
termed as short-term loans (STLs), loans with maturity exceeding three
years but up to seven years will be termed as medium term loans (MTLs)
and those with longer maturity will be known as long term loans or simply
term loans (TLs).
3. CASH CREDIT
Purpose:
To finance traders/owners of goods against warehouse receipts of
warehouses managed by Central Warehousing Corporations/ State
Warehousing Corporation and warehouse accredited by MCX by way of
Demand Loan/Cash Credit
Eligibility:
Any trader dealing in commodities
Eligible Amount of Finance:
Processingcharges:
CashCredit:
Demand Loan: Nil where loan is sanctioned and disbursed Rs. 300 per
lac in case the loan is sanctioned but the borrower does not avail.
Margin:
Demand Loan: 25% (minimum) of the value of the warehouse receipt,
valued at the market value
OR
20% (minimum) of the minimum support price declared by State/Central
Government, whichever is higher
5. SME FUNDING
State Bank of India grants term loans to small scale industries for
meeting general commercial purposes like substitution of high cost
debt,research and development, shoring up net worth and funding
business expansion.
The tenor of the loan is normally is 3 years, and the pricing is fine-
tuned to suit the risk profile of the borrower. The repayment is
structured in monthly or quarterly installments, according to the cash
generation cycle.
SBI OPEN TERM LOAN - the easy and hassle-free way to get finance
In this category, the SBI extends loans to retail traders who act as a vital
link between the manufacturers of goods or commodities and the
consumer.
The bank offers working capital products as well as loans for purchase,
renovation and repairing of equipment.
Security
Primary Collateral
Loan upto Charge over the assets Nil
Rs.25000/- purchased out of Banks
finance.
Above Charge over Charge Over the
Rs.25,000/- the assets purchased out immovable/movable
of Banks finance. assets/third party
guarantee as per RBI
guidelines.
8. DOCTOR PLUS
Purpose
• For buying medical equipments (For dentists, the loan also covers
dental implants besides equipments; for orthopaedists, the loan also
covers various replacements/ implants for hip/knee/shoulder/spine
etc)
• Setting up clinic, X-ray lab, nursing home, pathological lab, drug
stores etc
• For purchase of vehicles, ambulance, computers, etc
• Expansion/renovation/modernisation of existing premises
• For marketing exercises, business trips
• Any other activities related to medical profession
Eligibility
Loan Amount
Repayment
Collateral Security
Margin
Interest rates
Eligibility
The unit should be enjoying a good track record (standard assets for at
least two years)
Units with CRA rating of SB4 and above
Purpose
The idea behind the product designed is to meet the unforeseen and
sudden expenditure of SMEs.
Nature of facility
Margin
NIL
Tenure of Loan
Primary security
NIL
Collateral security
A hassle free, convenient and novel Small Business Credit Card Scheme
launched for easy credit delivery to SSI and SBF segments.
Eligibility
SSI
Units with satisfactory track record of 2 years.
New units with excellent credentials.
SBF
Retail Trade
Professional and Self-Employed
Small Business Enterprises.
Quantum
Up to Rs.5 lacs.
Assessment
Interest
Validity
Margin
Upto Rs.25,000- NIL
Rs.25,000/- to Rs.5 lacs
Collateral Security
SSI
No Collateral Security
SBF
Charge over movable / immovable property / third party guarantee, if
limit is over Rs.25, 000/-.
Attractive Features
Advance Payment
Without any assurance for supply of goods, blocking his capital prior
to receipt of goods or services the buyer will be at a disadvantageous
position.
Open Account
The seller may not know the credit worthiness of the buyer and the
prevailing regulations in the country of the buyer.
As per the terms of the contract and the application given by the
applicant to the opening bank establishes the Letter of Credit and
forwards the same to its correspondent in the seller’s country which
advises the Letter if Credit to the beneficiary.
At times at the insistence of the seller the buyer requests his bank to
make available the confirmation of a bank in the seller’s country.
The bills received under the Letter of Credit will be negotiated by this
bank which will claim reimbursement from the bank mentioned in the
Letter of Credit for this purpose.
The documents will then be sent to the opening bank which will hank
over the documents to the opener after recovering the value from
him.
TYPES OF LETTER OF CREDIT
Confirmed Credit
Transferable Credit
The beneficiary in such credit has the right to request the nominated
bank to transfer the credit in full or parts in favor of one or more
second beneficiaries into another party or more than one party if
partial shipment is permitted.
In case it the exporter is not the actual manufacture and he gets his
work done by the sub-suppliers and if the sub-suppliers demand
letter of credits in their favour, the exporter who has received a
letter of credit for export, approaches his banker to establish second
set of letters of credit on the basis of the export letter of credit
received by him.
Revolving Credit
FINANCING EXPORTS
Commercial banks, the major source of export finance in India, provide
finance before shipment of goods as well as after shipment of goods.
Pre-Shipment Finance
Under this arrangement, the goods meant for export are pledged to
the bank with an approved clearing agent who ships the same on the
advice of the exporter.
Post-Shipment Finance
The finance provided after the shipment may be in the following forms
The export import bank of India (EXIM bank) was set up in 1982 to
provide export and import finance, to coordinate with others
providing such finance, and to promote the country’s foreign trade.
The authorized capital of the EXIM bank is Rs 200 crores and the
paid-up capital is Rs 76 crores.
The EXIM bank has some borrowings from the central government at
a concessional rate of interest.
I) HISTORY
II) CURRENT SCENARIO
III) PERFORMANCE
IV) MARKET SHARE
HISTORY
The SBI bank katargam was established in the year 19XX. At that time
this branch was developed as a rural branch. So the branch started
working in rural area of katargam and at that time the population was
also not that much. At that time branch was at sumul dairy road inside.
it was really a good place for such type of bank for development in rural
area. After few years the branch is shifted to business area GIDC
katargam. So to provide service to businessmen and also employee.
Because of good location of bank and also good services of bank provide
good reputation in katargam area as nationalized government bank.
Currently the branch manager of SBI KATARGAM BRANCH is Mr. Rajiv
ranajan and because of his good effort the bank has good business in
this area.
CURRENT SCENARIO
Strategies of katargam bank are to generate income from this main from
low cost deposit and non fund base working.
For the advertisement in katargam area the branch believes in providing
good services to customer because according to them the customer
always do advertisement if they are happy with services of the bank.
The branch also many times uses hoarding for advertisement.
Advances port folio of this branch is the industrial finance, because
currently area has good develop industries like textile, diamond and
other. And also the more loyal customer of katargam branch is the
businessman only.
SERVICES BY SBI KATARGAM BRANCH ARE
31/3/2007 31/3/2008
Deposit 501759 cr. 522375 cr.
advances 50909 cr. 82374 cr.
Net profit 7635000 13357000
Net NPA 172 172
CHAPTER 2
THEORETICAL BACKGROUND
2. Service Advisor:
This related to ability of the services advisor to ability of the service
advisor to understand the problem and his promptness in attending to
the customer, contributing to 28% of the CSI Score.
3. Service Performance:
Measures the quality of the service performed as well as the ability
to fix a problem on the first visit. It has a weightage of 26% in the CSI
score and also considers how easily services are available when
required.
4. Service Timing:
Affecting the score by just 6%, this time taken for a service job was
responsible and if the card was ready at the time promised.
5. Facility Appearance: -
Deals with the appearance of the customer lounge and the look
cleanliness of the service area. This factors has the least impact CSI
score at Just 5%
CHAPTER 3
PROBLEM DEFINATION
To measure the satisfaction level of credit cardholder of SBI after
sales, service provided by SBI with special concentration in Surat city
within two-month special research study.
1. The survey was limited only to the physical boundaries of the city of
Surat and there by limited in the population studied.
2. The time period of the survey being only two months, it was not
possible to conduct a highly in-depth and detailed study, which in
turn might affect the findings.
3. Different people have different thought process and different
attitudes. As a result, their manner of answering the questions of the
study differs. Therefore, the answers received were sometimes good
while sometimes they were negative.
4. Due to unavoidable circumstances, the study had to be stopped mid-
way for some time.
CHAPTER 4
RESEARCH METHODOLOGY
Sources
To collect primary data the questionnaire system is uses through
market survey.Structured non disgusisd questionnaire is applied in which
question question are listing in prearranged on paper and where the
object of inquiry is revealed to the respondent I have contected the
customer and interviwed them by personally & by telephones.The analysis
of the collected data through questionnaire is given in the later part of the
project.
Secondary data
“Secondary data whether internal or external is the data already
collected by others for propose other then solution of the problem at
hand”
Secondary sources are
Internal sources:
Internal guide
(Dr. Manish sidhpuria)
Prof. of DBIM.
External sources
Various marketing books
www.Statebankofindia.com
PRE-TESTING
A pre- testing is small-scale replica of the main study. It dresses a
rehearsal and provides guidance on the following matter.
1. The adequacy of the sampling frame to be followed for the survey.
2. It helps the researcher in selecting the data collection method.
3. It gives prior knowledge about the population to be sampled.
4. The pre0testing helps the researcher in checking the validity of the
questionnaire and in redesigning of the same.
5. It also provides training to the researcher for interviewing.
Gender Respondent %
Male 105 70.00%
Female 45 30.00%
Total 150 100%
80
60
PERCENTAGE
40
20
Inference:
From the above graph, we say that there is more male customer of the
credit card compare to female.
[5.2] AGE WISE ANALYSIS
Age Respondent %
Below 18 0 0
18-25 17 11.33
26-35 24 16.00
36-45 38 25.33
46-55 45 30.00
above 56 26 17.33
TOTAL 150 100
30
25
20
15
PERCNTAGE
10
0
below 18-25 26-35 36-45 46-55 above
18 55
Inference:
Above graph shows that there is large no. of cardholder is in the range of
age 46-55, then next age group is 36-45, in third position above55.
40
35
30
25
20 PERCENTAGE
15
10
0
T
AL
E
EN
E
EN
IF
YE
N
SM
W
O
D
O
SE
SI
U
PL
ES
ST
S
U
EM
N
FE
O
SI
H
BU
PR
Inference:
The graph indicates that businessmen, employee and professionals are
the respectively the large numbers of credit cardholder.
Income Respondent %
Up to 10000 3 2.00
10001-15000 7 4.67
15001-20000 18 12.00
20001-30000 22 14.67
30001-40000 43 28.67
ABOVE 40000 57 38.00
TOTAL 150 100
UPTO 10000
10001-15000
15001-20000
20001-30000
30001-40000
ABOVE 40000
Inference:
Above 40000, there is 38% cardholder: 30001-40000, there is 28.67% of
the cardholder like wise 20001-30000, 15001-20000; 10001-15000 will
come respectively.
TYPES OF
CARDS Respondent %
PLATINUM 34 22.67
RAILWAY 41 27.33
DOCTOR 15 10.00
SILVER & MORE 30 20.00
GOLDEN& MORE 16 10.67
EMPLOYEE 14 9.33
Total 150 100
30
25
20
15
10 PERCENTAGE
0
PLATINUM
RAILWAY
DOCTOR
EMPLOYEE
Inference:
Railway (27.33%), platinum (22.67), silver &more (20%) are most in use.
BILLING Respondent %
Up to 500 6 4.00
501-1000 57 38.00
1001-1500 18 12.00
1501-2000 22 14.67
2001-3000 40 26.67
ABOVE 3000 7 4.67
TOTAL 150 100
40
35
30
25
20 BILLING
15
10
0
UPTO 501- 1001- 1501- 2001- ABOVE
500 1000 1500 2000 3000 3000
Inference:
38% of the customer billing was Rs. 501-1000 category then 26.67% of
customer has their monthly billing as 2001-3000 RS.
PURPOSE Respondent %
Durable shopping 19 12.66
Grocery shopping 08 5.33
Petrol purchasing 16 10.67
Buying e-ticket 34 22.67
Cash withdrawal 25 16.67
Utility bill 16 10.67
payment
During travel 30 20.00
other 02 1.33
Total 150 100
PERCENTAGE
Durable shopping
grocery shopping
petrol purchasing
buying e-ticket
cash withdrawal
utility bil payment
Inference:
Buying e-ticket, during travel, Cash withdrawal, durable shopping, Petrol
purchasing & utility bill payment, Grocery shopping and other purposes for
use contain 22.67%,20%,16.67%,12.67%,10.67%,5.33% and1.33% use
respectively.
[5.8] USAGE FREQUENCY (IN MONTHS)
FREQUENCY RESPODENTS %
ONCE 59 39.33
TWICE 31 20.66
THRICE 47 31.33
MORE THAN
THRICE 13 8.67
TOTAL 150 100
40
35
30
25
20
15
10
5 PERCENTAGE
0
ONCE
TWICE
THRICE
Inference:
In the above graph, we show that there is large nos. of cardholder usage
frequency is once i.e.39.33% then there is also good nos. of cardholder,
whose usage rate is trice in the month.
strongly agree
somewhat disagree
strongly disagree
Inference:
Above graph shows that out of 150 more than 50% are strongly agree
that there is easy procedure to obtaining credit card, and there is only
5.33% of the customer, who feels there is not ease to obtain the credit
card with ease procedure.
strongly agree
somewhat agree
strongly disagree
Inference:
strongly disagree
Strongly agree
somewhat disagree
somewhat agree
disagree
Inference:
There are 48.70% cardholder are find ease for cash withdrawal through
card, 24.7% are somewhat agree, 15.3% are somewhat disagree and
only 8.7% are strongly disagree.
[5.12] ACCEPTABLE AT MOST OF PETROL PUMP
strongly
disagree
somewhat
disagree
neither agree Food
nor disagree
somewhat
agree
strongly agree
0 10 20 30 40
Inference:
In the above graph, we show that there is 36.7% respondents are
strongly satisfy, somewhat agree is about 20%, But, there is also good
number of respondents i.e. 20% and 17.3%, who are strongly disagree
and somewhat disagree respectively.
[5.13] EASY TO OBTAIN LOAN
1.2
0.8
PERCENTAGE
0.6
0.4
0.2
0
agree nor
strongly
disagree
strongly
agree
neither
Inference:
30
25
20
15
10
PERCENTAGE
5
0
Strongly agree
somewhat agree
somewhat disagree
strongly disagree
disagree
Inference:
There is largest number of respondents who are strongly disagree (26%) and
Somewhat disagree (24%) i.e. according to them the credit card is not cost
effective.
[5.15] INTEREST RATE LOW ON OUTSTANDING BALANCE
.
Strongly agree
somewhat agree
strongly disagree
Inference:
According above graph, we can say that the interest rate on the
outstanding balance is very high, because there is 48.7% of respondents,
who are somewhat agree and 24.70% of respondents who are strongly
disagree to given criteria.
[5.16] MODE OF PAYMENT\ REPAYMENT OF OUTSTANDING
AMOUNT
Response Frequency Percent
Strongly agree 75 50.00
Somewhat agree 46 30.67
Neither agree
3 2.00
nor disagree
Somewhat
19 12.67
disagree
Strongly
07 4.67
disagree
Total 150 100.0
PERCENTAGE
Strongly agree
somewhat agree
strongly disagree
Inference:
According to response in the above graph, we can say that customer is
highly satisfied with the various payment option provided by the bank.
[5.17] ABOUT PROMOTIONAL SCHEME
Response Frequency Percent
Strongly agree 80 53.33
Somewhat agree 48 32.00
Neither agree
08 5.33
nor disagree
Somewhat
10 6.67
disagree
Strongly
04 2.67
disagree
Total 150 100.0
60
50
40
30 PERCENTAGE
20
10
0
e
ee
e
ee
re
re
re
gr
gr
ag
ag
ag
sa
ta
is
is
ly
di
a
rd
td
ng
ly
ew
ha
no
ro
ng
ew
m
St
ro
re
so
St
ag
so
er
ith
ne
Inference:
From the above graph the customer is satisfied with the promotional
scheme information given by bank time to time by means of
advertisement.
[5.18] RECCOMENDED TO OTHER
Response Frequency Percent
Strongly agree 77 51.33
Somewhat agree 57 38.00
Neither agree
5 3.33
nor disagree
Somewhat
7 4.67
disagree
Strongly
4 2.67
disagree
Total 150 100.0
60
50
40
30 PERCENTAGE
20
10
0
neither agree nor disagree
somewhat disagree
somewhat agree
Strongly agree
strongly disagree
strongly disagree
somewhat
26
disagree
disagree
25.3
somewhat agree
11.3
Strongly agree
0 5 10 15 20 25 30
PERCENTAGE
Inference:
There is 26% of respondents, who are somewhat disagree and 24% are
Strongly disagree that the services after credit card is lost is not proper.
So, there is need to improve the services by the bank in case of customer
Loose his credit card.
CHAPTER 6
HYPOTHESIS TESTING
HYPOTHESES TESTING:
I have taken 25 sample before survey for pilot study in which 21
respondents are satisfied about pizza of pizza hut and 4 respondents does
not satisfied about credit card.
P = 0.8
Q = 0.2
I have taken 250 sample sizes for survey; I have found 200
respondents are satisfied. And 50 respondents do not satisfy.
n = 150
p = x/n
= 120/150
= 0.8
Z cal. = | p-P |
√ PQ/n
= |0.83 – 0.80 |
√0.83 x 0.16/150
= 0.04
√0.025
Z cal.= 8.4
Z cal.> 1.96 so, we reject null hypothesis
CHAPTER 7
FINDINGS
FINDINGS:
• They provide faster and better services than public sector banks
• Easy paperwork and less formality.
• Maintain good customer relationship.
• Understand the customer’s needs and try to solve personally.
GENERAL PERCEPTION ABOUT SBI
In banking sector SBI is having top position among all the banks.
Even though there prevails some negative impression in the minds of
customers. Following are some of the perception given by the customers
about the SBI.
In SBI employees are lazy and do not take responsibilities for their
work.
Services are not up to the satisfaction of the customers.
Bank does not pay attention towards small units.
There are too much formalities compare to other banks.
SBI just follow the new facilities but they have not its own innovative
idea.
Employees of SBI are not doing business on the basis of customer
requirement but they are seeing self-security.
When customer come to the branch there is no such hoarding about
the departments.
CHAPTER 8
SUGGESTIONS
Strengths:
o Better location in katargam area compared to other banks in
katargam area.
o Easy availability of customer because of nationalized
government bank.
o A good market for business is available.
o The past history of bank is good.
o More loyal customers are add to benefits to the branch.
Weakness:
o Weak infrastructure facility and office interiors.
o Marketing and advertisement of bank is poor in this area.
o Not availability of required staff in the branch.
o The attitude of an employee is not good.
Opportunity:
o Good industrial area like GIDC from which bank can able to take
good business.
o Good development of diamond business and other small scale
industries which can able to became source of income for the
bank.
o Most of people believe in government bank so good market for
get business from general publics.
o Good opportunities for third party products like mutual funds
because no other banks are currently doing this type of business
mostly.
Threat:
o Most people want services like private banks.
o Recently the cooperative and other private banks are develop in
the fast rate particular in katargam area.
o Foreign and private banks are biggest threats towards this bank.
o Technological changes have become must to survive in this
competitive world.
o People are moving very fast to the private banks.
CONCLUSION
SBI is a renowned bank all over India and Abroad also. The bank
has taken a very wise step to survey the different target customer, which
required the credit card for the multifunctional usage for the individual as
well as for business people.
This positive note concludes the report. This may prove to be useful
to the bank for achieving new heights. Wishing all the very best to the
bank and its extremely dedicated staff.
CHAPTER 9
1. Reference books:
• Marketing management - Kotler, Keller, Koshy, Jha.
• Business research methods – cooper, shindler
• Consumer behavior – schiffman and kaunk
• Services of marketing – lovelock and wirtz
2. reference report:
• SBI annual report
• RBI report
WEBLOGRAPHY
www.statebankofindia.com
www.sbi.co.in
www.wikipedia.org.in
www.suratmunicipal.gov.in
Questionnaire
Name: -
____________________________________________________
Address:-
___________________________________________________
___________________________________________________________
Contact no. (R)_____________ (O) ___________________
(M) _______________________
Gender:-
Male Female
Age:-
Occupation:-
SBI silver & more SBI gold & more SBI employee card
Once Twice
16. Suggestion, If
any..................................................................................................
.