A PROJECT REPORT

ON

A STUDY OF CONSUMER SATISFACTION TOWARDS SBI BANK

DISTT.BILASUR (H.P)

(SESSION 2022-23)

SUBMITTED TO H.P.U. SHIMLA (H.P)

IN
PARTIAL FULFILMENT OF RECQUIRMENT FOR THE AWARD
OF
BACHLOR OF BUSINESS ADMINSTRATION (B.B.A.)
DEPARTMENT OF MANAGMENT STUDIES
G.P.G.C. BILASPUR (H.P)
UNDER SUPERVISION OF :- Submitted by
Mr.Rajeev Sohil Naresh
Assistant Prof. University roll no.5200180026
 ACKNOWLEDGEMENT
Sucesfully completition of this project report can never be claimed as many
Individual efforts in fact ihave helped by a number of persons from my batch
mate.while preparing this report.i offer all the due regard and gatitude to
coordinate.prof.RAJEEV SOHIL and faculty of BBA department for their constant
support extend towards me.
I am indeed greatful to(coordinator BBA)for helpful guidence
And support.
Lastltly I own a lot to my friendsand batch mates for their feedback suggestion
and postive critisim towards my report.
NARESH
 TO WHOMSOVERS IT
MAY CONCERN
This is to be certify that a project report on consumer satisfaction on HDFC bank
is submitte by NARESH submitted to HPU SHIMLA in partial fullfilment of
recquirments for the degree of BACHLOR OF BUSINESS ADMINSTRATION(BBA)
And that the project work hasnot previously formed the basis for the award of
any degree that the project work represent indipendent and original work on
the part of the candidate under my guidene.

Sign of guide sign of candidate

Sign of coordinator (BBA)
GPGC BILASPUR (H.P)
DATE:
PLACE:
 DECLARATION
I am NARESH the student BBA 6th SEMESTER in GOVT.POST GRADUATE COLLEGE
BILASPUR.here by declare by this project is result of combination of my
knowledge,no such work has been submitted by another person for the award
for graduation degree.

I also declare that all te information from various srcondary resources has been
duly acknowledge in this report.

I own a lot to my friendsand batch mates for their feedback suggestion and
postive critisim towards my report.

I own a lot to my friendsand batch mates for their feedback suggestion and
postive critisim towards my report.
Signature of candidate
naresh
 PREFACE

This project provides an opportunity to demonstrate application of our

knowledge,s skill and compentincies recquired during the financial session. This
project helps as to devote our skill to analyse the problem to suggest alternative
solution and to evalute them.

We have worked on the topic is “consumr satisfaction toward SBI bank”

We have put our level best to prepare our project an error free project every
effort has been made to offer the most authenticate position with accuracy.
 TABLE OF CONTENT
CHAPTR TITLE PG.NO.

Chapter-1 INTRODUCTION
Defination and meaning of customer satisfaction

Samling procedure

Reseach Design

Type of research

Types of survey

Sample size

Research Instrument
CHAPTER-2

REVIEW OF LITRATURE
Information about review of litrature its purpose

Construction

Methodologies

Customer service system

CHAPTR-3 SBI AN INTERVIEW
Banking in india
History
Ntionalization
Adoption of technlogy in banking system

List of public sector bamk in india

Company
Business
Imperial business
Assosiate bank
SBI bank
Current board of directors
Recent aware and recognization
Services

Chapter-4
Data presenation and analysis

Chapter-5
Finding
Suggestion
Conclusion
Questionnaire
 CHAPTER :1
INTRODUCTION
DEFINATION AND
MEANING
OF
CUSTOMER SATISFACTION
 INTRODUCTION
Customer satisfaction, a term frequently used in marketing, is a measureof how
products and services supplied by a company meet or surpass customer
expectation. Customer satisfaction is defined as "the number of customers,
or percentage of total customers, whose reported experience with a firm, its produc
ts, or its services (ratings) exceeds specified satisfaction goals."Bankingin India
 
originated in the last decades of the 18th century. The first banks wereThe General
Bank of India, NOW which started in 1786, and Bank ofHindustan, which started
in 1790; both are now defunct. The oldest bank inexistence in India is the State
Bank of India, which originated in the Bank ofCalcutta
 
in June 1806, which almost immediately became the Bank of Bengal.This was one
of the three presidency banks, the other two being the Bank ofBombay
 
and the Bank of Madras, all three of which were established undercharters from
the British East India Company. For many years the
Presidency banks acted as quasi-central banks, as did their successors. The three ba
nksmerged in 1921 to form the Imperial Bank of India. Keywords:
 
Banking historyin INDIA, Conclusion, Customers satisfaction, List of Commercial
Banks,Research Methodology.

2. Sampling Procedure:
Data collection:
 
is a term used to describe a process of preparing andcollecting data, for example,
as part of a process improvement or similar project. The purpose of data collection
is to obtain information to keep onrecord, to make decisions about important
issues, to pass information onto others. Primarily, data are collected to provide

information regarding aspecific topic.

2.ii Primary Data:

In primary data collection, you collect the data yourself using methodssuch

as questionnaires. The key point here is that the data you collect is uniqueto you
and your research and, until you publish, no one else has access to it.There is
methods of collecting primary data and the main methods include:Questionnaires

2.iii Secondary Data:

All methods of data collection can supply quantitative data (numbers,statistics or

financial) or qualitative data (usually words or text). Quantitativedata may often be
presented in tabular or graphical form. Secondary data is datathat has already been
collected by someone else for a different purpose to yours.For example, this could
mean using:Annual company reportsGovernment statistics.

3. Research Design:

 
is considered as a "blueprint" for research, dealingwith at least four problems:
which questions to study, which data are relevant,what data to collect, and how to
analyze the results. The best design depends onthe research question as well as the
orientation of the researcher.

4. Type of Research

Explanatory research is research conducted in order to explain

any behaviour in the market. It could be done through using questionnaires, groupd
iscussions, interviews, random sampling, etc
.
5.Type of survey:

Simple random sample technique tools.

6. Sample size:

Samples of 120 customers for collecting the data

7. Research Instrument:7.i
Questionnaires.
 
The Questionnaire guide was used especially to make the studycomplete and
objective. The information gathered in the Questionnairemethods, are questions
that are answered in objective type.

7.ii Bar Charts:

A bar chart or bar graph
 
is a chart with rectangular bars with lengths proportional to the values that
they represent. The bars can be plotted verticallyor horizontally. Bar charts
 
are used for marking clear data which has discretevalues. Some examples of
discontinuous data include 'shoe size' or 'eye color',for which a bar chart is
appropriate.

8. Sample Units:
The Respondents are different categories with respect to their occupations

 
8.i Data Processing:
It was done with almost case to ensure valid and reliable results ofData analysis.
The tabulation was made depending on the nature and size of thedata obtained.
Depending on the nature of the questions, the data was processedusing percentage
analysis and weighted average to consolidate the results
.
8.ii Scope of the Study
 
The study has been conducted on
 behalf of ―STATE BANK OF INDIA
.
The study covers the service providers and users of ―STATE BANK OF
INDIA.The study has put forward the Customers as well as acceptability behavior
forthe services.
The scope of the study is to find out the ―Customer Satisfaction.
8.iii Need for study
 
Customer Satisfaction is very essential for every Service to survive in
themarket.Customer Satisfaction could help the business by placing future demand
tothe company.Customer Satisfaction gives passing the words of mouth to other
potentialcustomers.Customer Satisfaction is very Important for the company to
take care of thecustomers and make them to satisfy.

8.iv Objectives of the Study

 
To study the Satisfaction of customers to
wards the ― STATE BANK OF
INDIA.To identify the factors that influences the customer b
ehavior of ―STATE
BANK OF INDIA.To evaluate the merits and De
merits of ―STATE BANK OF INDIA
.
To give the appropriate suggestions for the improvement of ―STATE
BANK OF INDIA

8.vLimitations of the study

 
The sample size is 200 hence finding cannot be generalized.The period of the study
is limited 7 weeks only.It was difficult to know whether the respondents are truly
given the exactinformation.Customer preferences and opinions are supposed to
change from time to time.

 
CHAPTER
NO.02
1. Review of
Literature
1. Review of Literature
 
It is seen as a key performance indicator within business and isoften part of a
Balanced Scorecard. In a competitive marketplace
where businesses compete for customers, customer satisfaction is seen as a keydiff
erentiator and increasingly has become a key element of business strategy."Within
organizations, customer satisfaction ratings can
have powerful effects. They focus employees on the importance of fulfilling
customers’ expectations. Furthermore, when these r 
atings dip, they warn
of problems that can affect sales and profitability. . . . These metrics quantify anim
portant dynamic. When a brand has loyal customers, it gains positive word-of-
mouth marketing, which is both free and highly effective." Therefore, it isessential
for businesses to effectively manage customer satisfaction. To be abledo this, firms
need reliable and representative measures of satisfaction."In researching
satisfaction, firms generally ask customers whethertheir product or service has met
or exceeded expectations. Thus, expectationsare a key factor behind satisfaction.
When customers have high expectationsand the reality falls short, they will be
disappointed and will likely rate theirexperience as less than satisfying. For this
reason, a luxury resort, for example,might receive a lower satisfaction rating than a
budget motel
 — 
even though itsfacilities and service would be deemed superior in 'absolute' terms."
Theimportance of customer satisfaction diminishes when a firm has
increased bargaining power. For example, cell phone
 
 plan providers, such as AT&T
 
andVerizon, participate in an industry that is an oligopoly, where only a
fewsuppliers of a certain product or service exist. As such, many cell phone
plancontracts have a lot of fine print
 
with provisions that they would never get awayif there were, say, a hundred cell
phone plan providers, because customersatisfaction would be way too low, and
customers would easily have the optionof leaving for a better contract offer.

2.Purpose:
 
Their principal use is twofold:"
1 "Within organizations, the collection, analysis and dissemination of thesedata
send a message about the importance of tending to customers andensuring that they
have a positive
experience with the company’s goods and
services."2 "Although sales or market share can indicate how well a firm is
performingcurrently, satisfaction is perhaps the best indicator of how likely it is
that the
firm’s customers will make further purchas
es in the future.

3.Construction:
"Customer satisfaction is measured at the individual level, but it isalmost always
reported at an aggregate level. It can be, and often is, measuredalong various
dimensions. A hotel, for example, might ask customers to ratetheir experience with
its front desk and check-in service, with the room, withthe amenities in the room,
with the restaurants, and so on. Additionally, in aholistic sense, the hotel might ask
about overall satisfaction 'with your stay.'The usual measures of customer
satisfaction involve a survey witha set of statements using a Likert Technique or
scale. The customer is asked toevaluate each statement and in term of their
perception and expectation of performance of the organization being measured.
Their satisfaction is generallymeasured on a five-point scale.

Customer satisfaction is an ambiguous and abstract concept and the

actualmanifestation of the state of satisfaction will vary from person to person
and product/service to product/service. The state of satisfaction depends on anumb
er of both psychological and physical variables which correlate withsatisfaction
behaviors such as return and recommend rate. The level ofsatisfaction can also
vary depending on other options the customer may haveand other products against
which the customer can compare the organization's products.

4.Methodologies:
American Customer Satisfaction Index
 
(ACSI) is a scientificstandard of customer satisfaction. Academic research has
shown that thenational ACSI score is a strong predictor of Gross Domestic Product
 
(GDP)growth, and an even stronger predictor of Personal Consumption
Expenditure
 
(PCE) growth. On the microeconomic
 
level, academic studies have shown thatACSI data is related to a firm's financial
performance in terms of return oninvestment (ROI), sales, long-term firm value
(Tobin's
q
, cash flow),
 
cash flowvolatility, human capital
 
 performance, portfolio
 
returns, debt
 
financing, risk,and consumer spending.The Kano model
 
is a theory of product development andcustomer satisfaction developed in the
1980s by Professor Noriaki Kano
 
thatclassifies customer preferences into five categories: Attractive, One-
Dimensional, Must-Be, Indifferent, Reverse. The Kano model offers someinsight
into the product attributes which are perceived to be important tocustomers.
5.Customer service system:
 
Customer service
 is the provision of service to customers before,during and after a purchase.
According to Turban et al. (2002), "Customerservice is a series of activities
designed to enhance the level of customersatisfaction

 that is, the feeling that a product or service has met the customerexpectation." Its
importance varies by products, industry and customer; defective or broken
merchandise can be exchanged, often only with a receiptand within a specified
time frame.Retail stores often have a desk or counter devoted to dealingwith
returns, exchanges and complaints, or will perform related functions at
the point of sale; the perceived success of such interactions being dependent one
mployees "who can adjust themselves to the personality of the guest,"according
to Micah Solomon quoted in Inc. Magazine. From the point of viewof an overall
sales process engineering effort, customer service plays animportant role in an
organization's ability to generate income and revenue. Fromthat perspective,
customer service should be included as part of an overallapproach to systematic
improvement. A customer service experience canchange the entire perception a
customer has of the organization.
CHAPTER NO.03

STATE BANK OF INDIA

AN OVERVIEW
1. Introduction
 
“
Customer satisfaction
”
 
is measured at the individual level, but it isalmost always reported at an aggregate
level. It can be, and often is, measuredalong various dimensions. A hotel, for
example, might ask customers to ratetheir experience with its front desk and check-
in service, with the room, withthe amenities in the room, with the restaurants, and
so on.Customer satisfaction, a term frequently used in marketing, is a measure of
how products and services supplied by a company meet or surpass customerexpect
ation. Customer satisfaction is defined as "the number of customers,
or percentage of total customers, whose reported experience with a firm, its produc
ts, or its services (ratings) exceeds specified satisfaction goals." In asurvey of
nearly 200 senior marketing managers, 71 percent responded that theyfound a
customer satisfaction metric very useful in managing and monitoringtheir
businesses."Customer satisfaction provides a leading indicator of consumer
purchase
intentions and loyalty.‖ "Customer satisfaction data are among the most
frequently collected indicators of market perceptions.Customer service
 
is the provision of service to customers before, during andafter a purchase.
According to Turban et al. (2002), "Customer service is aseries of activities
designed to enhance the level of customer satisfaction
 – 
 thatis, the feeling that a product or service has met the customer
expectation."Customer satisfaction is an ambiguous and abstract concept and the
actualmanifestation of the state of satisfaction will vary from person to person
and product/service to product/service. The state of satisfaction depends on anumb
er of both psychological and physical variables which correlate withsatisfaction
behaviors such as return and recommend rate. The level ofsatisfaction can also
vary depending on other options the customer may haveand other products against
which the customer can compare the organization'sservices.
2. Banking in India:
 
Banking in India
 
originated in the last decades of the 18th century.The first banks were The General
Bank of India, NOW which started in 1786,and Bank of Hindustan, which started
in 1790; both are now defunct. The

oldest bank in existence in India is the State Bank of India, which originated in the

Bank of Calcutta

 
in June 1806, which almost immediately became the Bank ofBengal. This was one
of the three presidency banks, the other two being theBank of Bombay
 
and the Bank of Madras, all three of which were establishedunder charters from the
British East India Company. For many years thePresidency banks acted as quasi-
central banks, as did their successors. The
three banks merged in 1921 to form the Imperial Bank of India, which, upon India'
sindependence, became the State Bank of India
 
in 1955.
3. History
 
Indian merchants in Calcutta established the Union Bank in
1839, but it failed in 1848 as a consequence of the economic crisis of 1848-49. The
Allahabad Bank 
,
established in 1865 and still functioning today, is the oldestJoint Stock bank in
India.(Joint Stock Bank) A company that issues stock andrequires shareholders to
be held liable for the company's debt) It was not thefirst though. That honor
belongs to the Bank of Upper India, which wasestablished in 1863, and which
survived until 1913, when it failed, with some ofits assets and liabilities being
transferred to the Alliance Bank of Simla.When the American Civil War 
 
stopped the supply of cotton to Lancashire fromthe Confederate States, promoters
opened banks to finance trading in Indiancotton. With large exposure to
speculative ventures, most of the banks openedin India during that period fey and
lost interest in keeping deposits with banks.Subsequently, banking in India
remained the exclusive domain of Europeans fornext several decades until the
beginning of the 20th century.Foreign banks too started to arrive, particularly in
Calcutta, in the 1860s. TheComptoired' Escompte de Paris
 
opened a branch in Calcutta in 1860, andanother in Bombay in 1862; branches in
Madras and Pondicherry, then a Frenchcolony, followed. HSBC established itself
in Bengal
 
in 1869. Calcutta was themost active trading port in India, mainly due to the trade
of the British Empire,and so became a banking center.The first entirely Indian joint
stock bank was the Oudh Commercial Bank,established in 1881 in Faizabad. It
failed in 1958. The next was the Punjab National Bank, established in Lahore
 
in 1895, which has survived to the presentand is now one of the largest banks in
India. Around the turn of the 20thCentury, the Indian economy was passing
through a relative period of stability.Around five decades had elapsed since the
Indian Mutiny, and the social,  industrial and other infrastructure had improved.
Indians had established small banks, most of which served particular ethnic and
religious communities.The presidency banks dominated banking in India but there
were also someexchange banks and a number of Indian joint stock 

 
 banks. All these banksoperated in different segments of the economy. The
exchange banks, mostlyowned by Europeans, concentrated on financing foreign
trade. Indian joint
stock banks were generally undercapitalized and lacked the experience and maturit
yto compete with the presidency and exchange banks. This segmentation let
LordCurzon to observe, "In respect of banking it seems we are behind the times.
Weare like some old fashioned sailing ship, divided by solid wooden
bulkheadsinto separate and cumbersome compartments.
“The
 period between 1906 and 1911, saw the establishment of banks
inspired by the Swadeshi movement. The Swadeshi
 
movement inspired
local businessmen and political figures to found banks of and for the Indiancommu
nity. A number of banks established then have survived to the presentsuch as Bank
of India, Corporation Bank, Indian Bank, Bank of Baroda, CanaraBank and Central
Bank of India. The fervour of Swadeshi movement lead toestablishing of many
private banks in Dakshina Kannada and Udupi district
 
which were unified earlier and known by the name South Canara ( SouthKanara )
district. Four nationalised banks started in this district and also aleading private
sector bank. Hence undivided Dakshina Kannada district isknown as "Cradle of
Indian Banking". During the First World War (1914
 – 
1918)through the end of the Second World War 
 
(1939
 – 
1945), and two yearsthereafter until the independence
 
of India were challenging for Indian banking.The years of the First World War
were turbulent, and it took its toll with bankssimply collapsing despite the Indian
economy
 
gaining indirect boost due to war-related economic activities.At least 94 banks in
India failed between 1913 and 1918 as indicated in thefollowing table:

Years that failed Number of bnks Authorized capital Paid –up capital
(Rs. Lakhs) (Rs.Lakhs)

1913 12 274 35
1914 42 710 109
1915 11 56 5
1916 13 231 4
1917 9 76 25
1918 7 209 1

 
4. Post Independence Era:
 The partition of India in 1947 adversely impacted the economies ofPunjab and
West Bengal, paralyzing banking activities for months. India'sindependence
marked the end of a regime of the Laissez-faire for the
Indian banking. The Government of India initiated measures to play an active role i
nthe economic life of the nation, and the Industrial Policy Resolution adopted
bythe government in 1948 envisaged a mixed economy.This resulted into greater
involvement of the state in different segments of theeconomy including banking
and finance. The major steps to regulate bankingincluded:The Reserve Bank of
India, India's central banking authority, was establishedin April 1934, but was
nationalized on January 1, 1949 under the terms of theReserve Bank of India
(Transfer to Public Ownership) Act, 1948 (RBI, 2005b).In 1949, the Banking
Regulation Act was enacted which empowered theReserve Bank of India (RBI) "to
regulate, control, and inspect the banks inIndia".The Banking Regulation Act also
provided that no new bank or branch of anexisting bank could be opened without a
license from the RBI, and no two banks could have common directors.
5. Nationalization:
 
Despite the provisions, control and regulations of Reserve Bank ofIndia, banks in
India except the State Bank of India or SBI, continued to beowned and operated by
private persons. By the 1960s, the Indian bankingindustry had become an
important tool to facilitate the development of the
Indian economy. At the same time, it had emerged as a large employer, and
adebate had ensued about the nationalization of the banking industry.
IndiraGandhi, then Prime Minister of India, expressed the intention of
theGovernment of India in the annual conference of the All India CongressMeeting
in a paper entitled
" 
Stray thoughts on Bank Nationalisation
." 
[Themeeting received the paper with enthusiasm.Thereafter, her move was swift
and sudden. The Government of India issued anordinance ('Banking Companies
(Acquisition and Transfer of Undertakings)Ordinance, 1969')) and nationalised the
14 largest commercial banks with effectfrom the midnight of July 19, 1969. These
banks contained 85 percent of bankdeposits in the country. Jayaprakash Narayan, a
national leader of India,described the step as a
"masterstroke of political sagacity."
Within two weeksof the issue of the ordinance, the Parliament passed the Banking
Companies(Acquisition and Transfer of Undertaking) Bill, and it received the
presidentialapproval on 9 August 1969.
 
A second dose of nationalization of 6 more commercial banks followed in
1980.The stated reason for the nationalization was to give the government
morecontrol of credit delivery. With the second dose of nationalization,
theGovernment of India controlled around 91% of the banking business of
India.Later on, in the year 1993, the government merged New Bank of India
withPunjab National Bank. It was the only merger between nationalized banks
andresulted in the reduction of the number of nationalised banks from 20 to
19.After this, until the 1990s, the nationalised banks grew at a pace of around
4%,closer to the average growth rate of the Indian economy.

6. Liberalization:
In the early 1990s, the then Narasimha Rao government embarkedon a policy of
liberalization, licensing a small number of private banks. Thesecame to be known
as
 New Generation tech-savvy banks
, and included GlobalTrust Bank (the first of such new generation banks to be set
up), which lateramalgamated with Oriental Bank of Commerce, Axis Bank(earlier
as UTIBank), ICICI Bank and HDFC Bank. This move, along with the rapid
growth inthe economy of India, revitalized the banking sector in India, which has

seen rapid growth with strong contribution from all the three sectors of

banks,namely, government banks, private banks and foreign banks.The next stage
for the Indian banking has been set up with the proposedrelaxation in the norms for
Foreign Direct Investment, where all ForeignInvestors in banks may be given
voting rights which could exceed the presentcap of 10%,at present it has gone up to
74% with some restrictions.The new policy shook the Banking sector in India
completely. Bankers, till thistime, were used to the 4-6-4 method (Borrow at 4%;
Lend at 6%;Go home at 4)of functioning. The new wave ushered in a modern
outlook and tech-savvymethods of working for traditional banks. All this led to the
retail boom inIndia. People not just demanded more from their banks but also
received more.Currently (2010), banking in India is generally fairly mature in
terms of supply, product range and reach-
even though reach in rural India still remains achallenge for the private sector and
foreign banks. In terms of quality of assetsand capital adequacy, Indian banks are
considered to have clean, strong andtransparent balance sheets relative to other
banks in comparable economies inits region. The Reserve Bank of India is an
autonomous body, with
minimal pressure from the government. The stated policy of the Bank on the India
nRupee is to manage volatility but without any fixed exchange rate-and this
hasmostly been true.With the growth in the Indian economy expected to be strong
for quite sometime-especially in its services sector-the demand for banking
services,especially retail banking, mortgages and investment services are expected
to bestrong. One may also expect M&As, takeovers, and asset sales.In March
2006, the Reserve Bank of India allowed Warburg Pincus to increaseits stake in
Kotak Mahindra Bank (a private sector bank) to 10%. This is thefirst time an
investor has been allowed to hold more than 5% in a private
sector bank since the RBI announced norms in 2005 that any stake exceeding 5% i
nthe private sector banks would need to be vetted by them. In recent years
criticshave charged that the non-government owned banks are too aggressive in
theirloan recovery efforts in connection with housing, vehicle and personal
loans.There are press reports that the banks' loan recovery efforts have
drivendefaulting borrowers to suicide.

7. Adoption of Technology in Banking System:

The IT revolution had a great impact in the Indian banking system.The use of
computers had led to introduction of online banking in India. Theuse of the modern
innovation and computerization of the banking sector of Indiahas increased many
fold after the economic liberalization of 1991 as thecountry's banking sector has
been exposed to the world's market. The Indian banks were finding it difficult
to compete with the international banks in termsof the customer service without the
use of the information technology andcomputersThe RBI in 1984 formed
Committee on Mechanisation in the Banking Industry(1984) whose chairman was
Dr C Rangarajan, Deputy Governor, Reserve Bankof India. The major
recommendations of this committee was introducing MICRTechnology in all the
banks in the metropolis in India.This provided use ofstandardized cheque forms
and encoders.In 1988, the RBI set up Committee on Computerisation in Banks
(1988) headed by Dr. C.R. Rangarajan which emphasized that the settlement
operation must becomputerized in the clearing houses of RBI in Bhubaneshwar,
Guwahati, Jaipur,Patna and Thiruvananthapuram.It further stated that there should
be NationalClearing of inter-city cheques at Kolkata,Mumbai,Delhi,Chennai and
MICRshould be made Operational.It also focused on computerization of branches
andincreasing connectivity among branches through computers.It also
suggestedmodalities for implementing on-line banking.The committee submitted
itsreports in 1989 and computerization began form 1993 with settlement
betweenIBA and bank employees'association. In 1994, Committee on
TechnologyIssues relating to Payments System, Cheque Clearing and Securities
Settlementin the Banking Industry (1994)[10]zwas set up with chairman Shri WS
Saraf,Executive Director, Reserve Bank of India. It emphasized on Electronic
FundsTransfer (EFT) system, with the BANKNET communications network as
itscarrier. It also said that MICR clearing should be set up in all branches of
all banks with more than 100 branches.Committee for proposing Legislation On
Electronic Funds Transfer and otherElectronic Payments (1995) emphasized on
EFT system. Electronic bankingrefers to DOING BANKING by using
technologies like computers, internet andnetworking, MICR, EFT so as to increase
efficiency, quick service, productivityand transparency in the transaction.
 
8. List Of Public Sector Banks in INDIA:8.i Central Bank:.

1 .Reserve Bank of India (RBI)

 
8.ii Public Sector Banks (Nationalised banks):

1. State Bank of India (SBI)

2. State Bank of Bikaner & Jaipur

3. State Bank of Hyderabad

4. State Bank of Indore

5. State Bank of Myso

6. State Bank of Patiala

7. State Bank of Saurashtra

8. State Bank of Travancore

9. Bank of India

10. Canara Bank

11. Central Bank of India

12. Corporation bank

13. Indian Bank

14. Indian overseas bank

15. Syndicate Bank

16. UCO Bank

17. Allahabad Bank

19. Bank of Baroda

20. Bank of Maharashtra

21. Dena Bank

22. Oriental Bank of Commerce

23. Punjab & Sind Bank

24. Union Bank of India

25. United Bank of India

26. Vijaya Bank

27. IDBI Bank

9. Company Profile:

State Bank of India History: The origin of the State Bank of Indiagoes back to the
first decade of the nineteenth century with the establishment ofthe Bank of
Calcutta in Calcutta on 2 June 1806. Three years later the bankreceived its charter
and was re-designed as the Bank of Bengal (2 January1809). A unique institution,
it was the first joint-stock bank of British Indiasponsored 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 theiramalgamation as the Imperial Bank of India on 27
January 1921.

PrimarilyAnglo-Indian creations, the three presidency banks came into existence

either asa result of the compulsions of imperial finance or by the felt needs of
localEuropean commerce and were not imposed from outside in an arbitrary
mannerto modernise India's economy. Their evolution was, however, shaped by
ideasculled from similar developments in Europe and England, and was
influenced by changes occurring in the structure of both the local
trading environment andthose in the relations of the Indian economy to the
economy of Europe and theglobal economic framework.
 Bank of Bangal Head Office

10. Business:
The business of the banks was initially confined to discounting
of bills of exchange or other negotiable private securities, keeping cash accountsan
d receiving deposits and issuing and circulating cash notes. Loans wererestricted to
Rs.one lakh and the period of accommodation confined to threemonths only. The
security for such loans was public securities, commonlycalled Company's Paper,
bullion, treasure, plate, jewels, or goods 'not of
a perishable nature' and no interest could be charged beyond a rate of twelve
percent. Loans against goods like opium, indigo, salt woollens, cotton, cotton
piecegoods, mule twist and silk goods were also granted but such finance by way
ofcash credits gained momentum only from the third decade of the
nineteenthcentury. All commodities, including tea, sugar and jute, which began to
befinanced later, were either pledged or hypothecated to the bank.
Demand promissory notes 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 themortgage of houses, land or other real property was, however,

forbidden.Indians were the principal borrowers against deposit of Company's
paper, whilethe business of
discounts on private as well as
salary bills was almost
theexclusive monopoly of individuals Europeans and their partnership firms.
Butthe 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 ofstability to the prices of government securities.

Old bank of bangal

11. Major change in the conditions:A major change in the conditions of

operation of the Banks ofBengal, Bombay and Madras occurred after 1860. With
the passing of the PaperCurrency Act of 1861, the right of note issue of the
presidency banks wasabolished and the Government of India assumed from 1
March 1862 the
sole power of issuing paper currency within British India. The task of management
and circulation of the new currency notes was conferred on the
presidency banks and the Government undertook to transfer the Treasury balances 
to the banks at places where the banks would open branches. None of the
three bankshad till then any branches (except the sole attempt and that too a short-
lived
one by the Bank of Bengal at Mirzapore in 1839) although the charters had giventh
em such authority. But as soon as the three presidency bands were assured ofthe
free use of government Treasury balances at places where they would
open branches, they embarked on branch expansion at a rapid pace. By 1876, the b
ranches, agencies and sub agencies of the three presidency banks covered mostof
the major parts and many of the inland trade centres in India. While the Bankof
Bengal had eighteen branches including its head office, seasonal branchesand sub
agencies, the Banks of Bombay and Madras had fifteen each.

12. Imperial Bank:

The Imperial Bank during the three and a half decades of its existencerecorded an
impressive growth in terms of offices, reserves, deposits,investments and advances,
the increases in some cases amounting to more thansix-fold. The financial status
and security inherited from its forerunners nodoubt provided a firm and durable
platform. But the lofty traditions of bankingwhich the Imperial Bank consistently
maintained and the high standard ofintegrity it observed in its operations inspired
confidence in its depositors thatno other bank in India could perhaps then equal.
All these enabled the ImperialBank to acquire a pre-eminent position in the Indian
banking industry and alsosecure a vital place in the country's economic life.When
India attained freedom, the Imperial Bank had a capital base (includingreserves) of
Rs.11.85 crores, deposits and advances of Rs.275.14 crores andRs.72.94 crores
respectively and a network of 172 branches and more than 200sub offices
extending all over the country.

stamp of imperial bank of india

13. ASSOCIATE BANKS
State Bank of India
 
has the following five Associate Banks (ABs)with
controlling interest ranging from 75% to 100%.
These are associate bank’s
acquire s.b.i. in 1 April,20171. State Bank of Bikaner
and Jaipur (SBBJ)2. State Bank of Hyderabad
(SBH)3. State Bank of Mysore (SBM)4. State Bank of Patiala (SBP)5. State Bank
of Travancore (SBT)As on 1 April, 2017, the five ABs have a combined network
of 24,000 branchesin India which are on core banking and 59,000 ATMs
networked with SBIATMs, providing value added services to clientele.The
combined net profit of these banks increased by 10.67% over the previousyear to
reach Rs.735.79 crores as on 1 April 2017. Deposits and advances
grew by 12.39% and 16.32%, respectively,
during the year. The combined Net NPAratio of all ABs was at 1.12% as on 1
April, 2017.The highlights of performance of the five ABs for the quarter ended
April 17 are as follows:

Deposits 317581
Loans 240601
investment 97439
Total assets 878565
Return on assets 0.79%
No.of branches 4748

Url: SBBJ www.sbbjbank.com

SBH www.sbhyd.com
SBM www.mysorebank.com
SBP www.sbp.co.in
SBT www.statebankoftraveancore.com

  14. SBICI Bank Ltd (Banking Subsidiary, fully owned by SBI):

SBICI Bank Ltd has two branches, fully computerised, operating inMumbai. The
Bank recorded a net profit of Rs.0.27 crore during quarter endedApril 17.
Deposits, Loans and Investments were at Rs.416.89 crore, Rs.233.95crore and
Rs.304.40 crore, respectively, as at 1 April 2017. Return on Assetswas at 0.17%
while Capital Adequacy Ratio stood at 29.67% as on 1 April,2017

15. Current Board of Directors:

After the end of O. P. Bhatt's reign as SBI chairman on April 1,2017, the post was
taken over by Smt. Arundhati Bhattacharya, who is theformer deputy managing
director of the international division of SBI. As ofAugust 1, 2017, there are twelve
members in the SBI board of directors,including SubirGokarn, who is also one of
the four deputy governors of theReserve Bank of India. The complete list of the
Board members is:

1. Smt. Arundhati Bhattacharya(Chairman)

2. Shri. Rajnishkumar (Managing Director)
3. Shri. B. Sriram (Managing Director)
4. Shri. P.K. Gupta(Managing Director)

16. Recent awards and recognitions:

Management Award (Runner Up) by IBA Banking Technology Awards 2010The
Bank of the year 2009, India (won the second year in a row) by TheBanker
MagazineBest Bank
 – 
 Large and Most Socially Responsible Bank by the BusinessBank Awards
2009Best Bank 2009 by Business IndiaThe Most Trusted Brand 2009 by The
Economic TimesMost Preferred Bank & Most preferred Best Online Banking
Award, BestCustomer Initiative Award & Best Risk Home loan provider by
CNBCVisionaries of Financial Inclusion By FINOTechnology Bank of the Year
by IBA Banking Technology Awards
17. SERVICES
- ONLINE TRADING

State Bank of India (SBI) now introduces you to a State-Of-Art

broking predominantly to cater to every broking need and offers a truly world class
experience of online investing
 – 
anyplace, anytime. Buying and selling of sharesis now just a click away.Our value
proposition is based on Unmatched Expertise, State-Of-ArtTechnology And
Operational Ease that will redefine the way India trades. Withus you have the
power of research expertise to aid you in making the rightdecisions, operational
ease allowing you to seamlessly execute yourtransactions, timely advice that helps
you pick the right opportunities and acustomized trading experience to suit your
needs and demands. So go ahead andenjoy yourfast, easy and hassle-free trading
experience with the indi
a’s largest
 bank.State Bank of India in alliance with SBICap Securities Limited
andMotilaloswal Securities Limited now offers you an online trading
accountwhich will let you trade from the comfort of your home or office either
throughthe internet. This service provides you with a 3-in1 account which is
anintegrated platform of savings bank a/c, demat a/c and an online trading a/c
togive you a convenient and paper free trading experience under one roof.

.ii ATM SERVICES:

STATE BANK NETWORKED ATM SERVICES
State Bank offers you the convenience of over 59000 ATMs inIndia, the largest
network in the country and continuing to expand fast! Thismeans that you can
transact free of cost at the ATMs of State Bank Group (Thisincludes the ATMs of
State Bank of India as well as the Associate Banks -namely, State Bank of Bikaner
& Jaipur, State Bank of Hyderabad, State Bankof Mysore, State Bank of Patiala,
and State Bank of Travancore) and whollyowned subsidiary viz. SBI Commercial
and International Bank Ltd., using theState Bank ATM-cum-Debit (Cash Plus)
card.

.iii KINDS OF CARDS ACCEPTED AT STATE BANK ATMs

Besides all cards of State Bank of India, State Bank ATM-Cum-Debit Card and
State Bank International ATM-Cum-Debit Cardsfollowing cards are also accepted
at State Bank ATMs: - 1) State Bank CreditCard 2) Cards issued by other banks
displaying Maestro, Master Card, Cirrus,VISA and VISA Electron logos 3) All
Debit/ Credit Cards issued by any bankoutside India displaying Maestro, Master
Card, Cirrus, VISA and VISAElectron logos
 
.iv State Bank ATM-cum-Debit (State Bank Cash plus) Card:
India's largest bank is proud to offer you unparalleled convenienceviz. State Bank
ATM-cum-Debit (Cash Plus) card. With this card, there is noneed to carry cash in
your wallet. You can now withdraw cash and make purchases anytime you wish to

with your ATM-cum-Debit Card. v INTERNET BANKING:WELCOME

ABOARD

www.onlinesbi.com, the Internet banking portal of our bank, enablesits retail

banking customers to operate their accounts from anywhere anytime,removing the
restrictions imposed by geography and time. It's a platform thatenables the
customers to carry out their banking activities from their desktop,aided by the
power and convenience of the Internet. Using Internet bankingservices, you can do
the following normal banking transactions online:

· Funds transfer between ownaccounts.

Group Transfers toaccounts in State BankGroup.

 Inter Bank Transfersto accounts with otherBanks.

· Online standinginstructions for periodical transfer forthe above.

· Credit PPF accountsacross branches.

· Request for Issue ofDemand Draft.

· Request for opening ofnew accounts.

· Request for closure ofLoan Accounts. 

-Request for Issue ofCheque Book.

vi FOREIGN INWARD REMITTANCE:

Sending remittances to India for credit to your account with
our bank or for your family is very simple and convenient with our wide foreignoff
ices network and correspondent banking arrangement with about 600
banksworldwide. Wherever in the world you may be, there is our office or a
bankhaving corresponding banking arrangement with our bank to provide
facilitiesof remittances.You could use any of the following ways to send the
remittances.SBI Express Remit FacilityDemand Drafts in RupeesTelegraphic/wire
transfers Personal cheques/ travelers cheques (in person only)/DDs in foreign
currency
 
.vii SAFE DEPOSIT LOCKER:
 
For the safety of your valuables, we offer safe deposit lockerfacility at a large
number of our branches. There is a nominal annual rent, whichdepends on the size
of the locker and the centre at which the branch is located.The rent is payable in
advance for the Financial Year. A copy of the lockeragreement regarding operation
of the locker can be provided to the locker hirerat the time of allotment of the
locker.
It is always beneficial to avail the benefits of nomination facility/
survivorshipclause provided to locker-hirers. The major advantage of availing
these facilitiesis that in the event of unfortunate death of one of the joint locker-
hirer, the rightto the contents of the locker does not automatically devolve on the
surviving joint locker-hirer/ nominee (s), unless there is a survivorship clause/
nomination.

CHAPTER

NO.04
 
DATA ANALYSIS

AND

INTERPRESENTATION

1:Table shows the opening procedure of an account

GRAPH: 1
Interpretation: From the above information on core banking facility of
S.B.I. by asking to respondents, 93% of the respondents prefer to yes, 3% ofrespon
dents prefer no and only 3% were not aware.

2:Table shows alternative SBI bank

GRAPH :2

Interpretation: From the above information on choosing alternate of S.B.I.

byasking to respondents, 46% of the respondents prefer to yes, 29% ofrespondents
prefer no and only 25% were not aware.
Table shows Types of accounts owned by customers:

GRAPH:3
Interpretation:Majority of the respondents having savings a/c, next follows
the Current, Loan, Demat, Credit Card a/c’s.

Does your bank have core banking facility for the customers

GRAP:4
Interpretation: From the above information on core banking facility of
S.B.I. by asking to respondents, 65% of the respondents prefer to yes, 25% of
respondents prefer no and only 10% were not aware.
Does your bank offer competitive service charges

GRAPH :5
Interpretation: From the above information on SERVICE CHARGES of
S.B.I. by asking to respondents, 57% of the respondents prefer to yes, 23% of
respondents prefer no and only 20% were not aware.

Do they charge unnecessarly for not maintain minimum balance in your account

GRAPH:6

Interpretation: From the above information 65% were says no, 20% were says yes
and 15% of the respondents have no idea about it.
Are you satisfied with the existing opening procedure of an account

GRPH: 7

Interpretation: From the above information on OPENING OF AN ACCOUNT in

S.B.I. by asking to respondents, 76% of the respondents prefer to yes, 12%
ofrespondents prefer no and only 12% were not aware.
Does all banking needs are providing by SBI.

GRAPH:8
Interpretation: From the above information 92% of the respondents we reagreed to
S.B.I. provides all banking needs, .4% of the respondents says-no And4% of
the respondents says ―not aware regarding the information.

Which of the following facilities is given more importance

GRAPH:9
Interpretation: From the above information 42% of the respondents gave
theirChoice to loans, 38% gave on A.T.M. facilities and 20% were to Over drafts
facilities.

Does your bank conduct any recreation facilitiy for the customer

GRAPH:10
Interpretation:From the above information shows 44%of the respondents were
Agreed , 32% of the respondents were not agreed and 24% of the Respondents
does not know about it.

 
Does the information to customers about display of S.B.I. shares in stock
EXCHANGE

GRAPH :11
Interpretation:From the above information regarding the display of S.B.Is hares in
stock exchange to customers is as 38% of the respondents wer known, 26% were
says no and 36%were not aware about it.

According to your openion feedback on overall services

GRAPH:12
Interpretation: From the above information regarding feedback on overall service
on bank , majority 38% respondents gave very good,25% were gavegood,20%
were gave average,13% were gave excellent and only 4%respondents gave poor on
performance.

CHAPTER NO.05

FINDING SUGGESTIONS

AND

CONLUSION
FINDINGS:

1. 92% of the Respondents were believed that S.B.I. Bank provides all
Bankingneeds.
2. Majority of the Respondents were preferred savings account when
comparedwith all the remaining mode of accounts, i.e., 67%.
3. 42% of the Respondents were believed in S.B.I. Bank provides loan
Facilitiesto the customers in an easy manner.
4. Recreation Facility given by the S.B.I. Bank was believed by 44% of
theRespondents.
5. Only 38% the Respondents will aware of the list of shares in stock
exchange provided by S.B.I. Bank.
6. 65% of the Respondents were believed that S.B.I. Bank gave Core
bankingfacility to the customers.
7. Majority of the Respondents were felt that the S.B.I. Bank will not
chargeunnecessarily for not maintaining of minimum balance
8. Majority 57%of the Respondents felt that the S.B.I. Bank provides
acompetitive interest rate.
9. It is observed that 76% of the respondents felt difficulty while opening
anaccount in the S.B.I. Bank.
10. 93% of the Respondents were recommended to their friends, relatives
aboutthe S.B.I. Bank.
11. Most of the Respondents were not preferred an alternate Bank instead of
theS.B.I. Bank.
12. 72% of the Respondents were felt that the S.B.I. Bank will not take
anyservice charge without any cause.
13.While asking the feedback about the S.B.I. Bank services 45% of
theRespondents were felt very well on service.
14. It is observed that the 70% of the Respondents were preferred
on personalized service of the S.B.I. Bank.
 15. 58% of the Respondents were felt satisfied on solving of the
banking problem by the S.B.I. Banking staff.
16. 59% of the Respondents were felt prompt service of the S.B.I. Bank.
17. Most of the Respondents were felt that the S.B.I. Bank would not restrict
on maintaining of minimum balance is must in high.
18.It is observed that the 84% of the Respondents were satisfied on
financialtransactions of the S.B.I. Bank.

19.64% of the Respondents were felt that the S.B.I. Bank would provide
onsavings account.
20. While asking the suggestions of the Respondents relating to the S.B.I.
Bank,they felt that the Bank must Create an awareness regarding the
Onlinetransactions to the Customers.

SUGGESTIONS:
1. From the above findings it was found that one of the S.B.I. Bank
providedservices is Online transactions. That is not much known to the
customers,therefore the Bank management should take efforts to make awareness
amongthe general public about online facilities.
2. Since 73% of the customers using savings account deposits in every Bank. Sothe
Bank management should think of introducing new schemes regardingsavings
accounts and marketing those to the customers.
3. While discussing with the customers about suggestions they want
moreinformation on loans with interest rates provided by the Bank. So the
Bankshould employ some contact persons through a toll free number
.4. Since 23% of the Respondents were dis-satisfy on transactions at Bank andtime
consumed too. To avoid this problem the Bank management should recruitmore
employees.
5. Majority of the customers will prefer online bill payment facility provide
byS.B.I. Bank so the management should give low service charges and
offering prices on Online Bill Payments.
6. Advertisement of S.B.I. Bank is very less when compared with thecompetitors.
It may leads to switching on other Banks. To overcome the Bankmanagement
should promote more advertisements through variousadvertisement vehicles.
 
7. Most of the customers felt that opening of an account is very difficult in
theBank. So the management should take care on new customers as well as
oldcustomers
8. Only24% of the customers will aware of the availability of shares in
stockexchange. So the management should display their types of securities
likeequity shares, bonds, debentures etc in their branches.
9. The discussions of the customers, mostly to expanding of the branch for
theirconvinence.The management try to expand the branch for customers’
convenience.
10. Since private sector Banks are the main competitors of the SB.I. Bank Sothe
Bank management should always work out special market strategies toretain the
current customers and also bring out the market share of S.B.I. Bankcustomers,
by regular advertisements, improving service quality, introducingnew schemes for
the customers.

CONCLUSION:

Some light was shed on some negative factors also like creating an awarenesson
online transactions, interest rates on loans, A.T.M. facilities etc.,
That’s why
Some suggestion were provided to the management like concentrating onOnline
services, solving banking problem with a quick time and promote loanfacilities like
industrial, business, agriculture, individual loans etc, with anattracting
advertisements.

Bibliography
 
[1]. Personnel Management -Mamoria, C.B.,Himalaya Publications, 21stedition,
2001.
[2]. Personnel and Human Resource Management
 – 
P.SubbaRao, HimalayaPublications, 2008.
[3]. Marketing Management
 – 
Philip Kotler, 13th Edition.
[4]. Research Methodology
 – 
C.R.Kothari,New Age Publishers,2nd Edition
[5]. M. Kailash, A Study on Customer Satisfaction with Service Quality inIndian
Public and Private Sector Banks: Golden Research Thoughts (March2012)
Websites preferred:

1. www.sbi.co.in
2. www.google.co.in

Questionnaire

Name…………….. Age……………….

Gender…………… occupation……………….

Address……………………………………………………………………………..

E-mail………………………………….

1.] opening procedure of an account.

a. yes

b. No

c. cannot say

2.] Do you use the services of alternative SBI bank?

a. yes

b. No

c. not awarewhich type of a

3.] which type of account do you maintain in this bank?

a. current a/c
b. saving a/c

c. loan a/c

d. demat a/c

e. creadit a/c

4.] does your bank have core banking facility for the customer?

a. yes

b. no

c. not aware

5.] does your bank offers competitive charges?

a. yes

b. no

c. not aware

6.] Do they charge unnecessarly for not maintain minimum balance in your
account?

a. yes

b. no

c. not aware

7.] are you satisfied with the existing opening procedure of an account?

a. yes

b. no

c. not aware

8.] does all banking needs are providing by SBI?

a. yes
b. no

c. not aware

9.] which of the following facilities is given more importance?

a. loans

b. over drafts

c. A.T.M.

10.] does your bank conduct any recreation facility for the customer?

a. yes

b. no

c. not aware

11.] does the information to customer about display of SBI shares in stock
exchange?

a. yes

b. no

c. not aware

12.] Are you satisfied with the services of sbi bank bilaspur.

a. yes

b. no

c. not aware

13.] how do you know about services of sbi bank blp.

a.

b.

c.
d.

14.] according to your openion feedback on overall services:

a. excellent

b.very good

c.good

d. average

e. poor

15.] any suggestion do you want to give us.

……