A Final Project Report on "SBI Strategic performance and Analysis"

1.
Page 1
COMPANY OVERVIEW:­
(SBI) is a multinational banking and financialservices company based in India. It
is a government-owned corporation with its headquarters in Mumbai, Maharashtra.
As of December 2013, it had assets of US$388 billion and 17,000 branches,
including 190 foreign offices, making it the largest banking and financial services
company in India by assets.
State Bank of India is one of the Big Four banks of India, along with ICICI
Bank, Punjab National Bank and Bank of Baroda.
The bank traces its ancestry to British India, through the Imperial Bank of India, to
the founding in 1806 of the Bank of Calcutta, making it the oldest commercial
bank in the Indian Subcontinent. Bank of Madras merged into the other two
presidencies banks—Bank of Calcutta and Bank of Bombay—to form the Imperial
Bank of India, which in turn became the State Bank of India. Government of
India owned the Imperial Bank of India in 1955, with Reserve Bank of India taking
a 60% stake, and renamed it the State Bank of India. In 2008, the government took
over the stake held by the Reserve Bank of India.
History of SBI:-
The roots of the State Bank of India lie in the first decade of the 19th century,
when the Bank of Calcutta, later renamed the Bank of Bengal, was established on 2
June 1806. The Bank of Bengal was one of three Presidency banks, the other two
being the Bank of Bombay (incorporated on 15 April 1840) and the Bank of
Madras (incorporated on 1 July 1843). All three Presidency banks were
incorporated as joint and were the result of royal charters. These three banks
received the exclusive right to issue paper currency till 1861 when, with the Paper
Currency Act, the right was taken over by the Government of India. The
Presidency banks amalgamated on 27 January 1921, and the re-organized banking
entity took as its name Imperial Bank of India. The Imperial Bank of India
remained a joint stock company but without Government participation.

2.
Page 2
Pursuant to the provisions of the State Bank of India Act of 1955, the Reserve
Bank of India, which is India's central bank, acquired a controlling interest in the
Imperial Bank of India. On 1 July 1955, the Imperial Bank of India became the
State Bank of India. In 2008, the government of India acquired the Reserve Bank
of India's stake in SBI so as to remove any conflict of interest because the RBI is
the country's banking regulatory authority
Seal of Imperial Bank of India
.
In 1959, the government passed the State Bank of India (Subsidiary Banks) Act,
which made eight state banks associates of SBI. A process of consolidation began
on 13 September 2008, when the State Bank of Saurashtra merged with SBI.
SBI has acquired local banks in rescues. The first was the Bank of Behar (est.
1911), which SBI acquired in 1969, together with its 28 branches. The next year
SBI acquired National Bank of Lahore (est. 1942), which had 24 branches. Five
years later, in 1975, SBI acquired KrishnaramBaldeo Bank, which had been
established in 1916 in Gwalior State, under the patronage of
Maharaja MadhoRaoScindia. The bank had been the DukanPichadi, a small
moneylender, owned by the Maharaja. The new bank's first manager was Jall N.
Broacha, a Parsi. In 1985, SBI acquired the Bank of Cochin in Kerala, which had
120 branches. SBI was the acquirer as its affiliate, the State Bank of Travancore,
already had an extensive network in Kerala.

3.
Page 3
OPERATIONS:­
SBI provides a range of banking products through its network of branches in India
and overseas, including products aimed at non-resident Indians (NRIs). SBI has 14
regional hubs and 57 Zonal Offices that are located at important cities throughout
India.
DOMESTIC PRESENCE:-
SBI had 14,816 branches in India, as on 31 March 2013, of which 9,851 (66%)
were in Rural and Semi-urban areas. In the financial year 2012-13, its revenue was
INR 200,560 Crores (US$ 36.9 billion), out of which domestic operations
contributed to 95.35% of revenue. Similarly, domestic operations contributed to
88.37% of total profits for the same financial year.
International presence:-
As of 28 June 2013, the bank had 180 overseas offices spread over 34 countries. It
has branches of the parent in Moscow, Colombo, Dhaka, Frankfurt, Hong
Kong, Tehran, Johannesburg, London, Los Angeles, Male in the Maldives, Muscat,
Dubai, New York, Osaka, Sydney, and Tokyo. It has offshore banking units in
the Bahamas,Bahrain,and Singapore, and representative offices in Bhutan and Cape
Town. It also has an ADB in Boston, USA.
The Canadian subsidiary, State Bank of India (Canada) also dates to 1982. It has
seven branches, four in the Toronto area and three in the Vancouver area.
SBI operates several foreign subsidiaries or affiliates. In 1990, it established an
offshore bank: State Bank of India (Mauritius). SBI (Mauritius) has 15 branches in
major cities/towns of the country including Rodrigues.
In 1982, the bank established a subsidiary, State Bank of India (California), which
now has ten branches – nine branches in the state of California and one in
Washington, D.C. The 10th branch was opened in Fremont, California on 28

4.
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Page 5
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6.
Page 6
 SBI Capital Markets Ltd
 SBI Funds Management Pvt Ltd
 SBI Factors & Commercial Services Pvt Ltd
 SBI Cards & Payments Services Pvt. Ltd. (SBICPSL)
 SBI DFHI Ltd
 SBI Life Insurance Company Limited
 SBI General Insurance
In March 2001, SBI (with 74% of the total capital), joined with BNP Paribas (with
26% of the remaining capital), to form a joint venture life insurance company
named SBI Life Insurance company Ltd. In 2004, SBI DFHI (Discount and
Finance House of India) was founded with its headquarters in Mumbai.
OTHER SBI SERVICE POINTS:
SBI has 27,000+ ATMs and SBI group (including associate banks) has 32,752
ATMs. SBI has become the first bank to install an ATM at Drass in the Jammu &
Kashmir Kargil region. This was the Bank's 27,032nd ATM on 27 July 2012.
LOGO AND SLOGAN
 The logo of the State Bank of India is a blue circle with a small cut in the
bottom that depicts perfection and the small man the common man - being
the center of the bank's business. The logo came from National Institute of
Design (NID), Ahmedabad and it was inspired by Kankaria Lake,
Ahmedabad.
 Slogans: "PURE BANKING, NOTHING ELSE", "WITH YOU - ALL THE
WAY", "A BANK OF THE COMMON MAN", "THE BANKER TO
EVERY INDIAN", "THE NATION BANKS ON US"

7.
Page 7
Employee
SBI is one of the largest employers in the country having 228,296 employees as on
31 March 2013, out of which there were 46,833 female employees (21%) and
2,402 disabled employees (1%). On the same date, SBI had 43,550 Schedule Caste
(19%) and 16,764 Schedule Tribe (7%) employee. The percentage of Officers,
Assistants and Sub-staff was 35%, 48% and 17% respectively on the same date.
Hiring drive: The bank hired 20,682 Assistants in FY 2012-13, from over 3 million
applicants, for expansion of the branch network and to mitigate staff shortage,
particularly at rural and semi-urban branches. In the same year, it recruited 847
probationary officers from around 1.7 million candidates who applied for an
officer position.
Staff productivity: As per its Annual Report for FY 2012-13, each employee
contributed to revenues of INR 94.4 million and net profit of INR 0.65 million.

8.
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9.
Page 9
 SKOCH Award 2010 for Virtual corporation Category for its e-payment
solution
 SBI was the only bank featured in the "top 10 brands of India" list in an
annual survey conducted by Brand Finance and The Economic Times in
2010.
 The Bank of the year 2009, India (won the second year in a row) by The
Banker Magazine
 Best Bank – Large and Most Socially Responsible Bank by the Business
Bank Awards 2009
 Best Bank 2009 by Business India
 The Most Trusted Brand 2009 by The Economic Times.
 SBI was named the 29th most reputed company in the world according
to Forbes 2009 rankings
 Most Preferred Bank & Most preferred Home loan provider by CNBC
 Visionaries of Financial Inclusion By FINO
 Technology Bank of the Year by IBA Banking Technology Awards
 SBI was 11th most trusted brand in India as per the Brand Trust
Report 2010.

10.
Page 10
COMPETITORS
Competitors and other players in the field:-
 Andhra bank
 Allahabad bank
 Punjab National bank
 Dena bank
 Vijaya bank
Top Performing Private Sector Banks:
 HDFC Bank
 ICICI Bank
 AXIS Bank
 Kotak Mahindra Bank
 Centurion Bank of Punjab
Top Performing Foreign Banks
 City bank
 Standard Chartered
 HSBC Bank
 ABN AMRO Bank
 American Express

11.
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Page 11
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12.
Page 12
• SBI is currently operating at a lowest CAR. Insufficient capital may restrict the
growth prospects of the bank going forward.
• Stiff competition, especially in the retail segment, could impact retail growth of
SBI and hence slowdown in earnings growth.
• Contribution of retail credit to total bank credit stood at 26%. Significant thrust
on growing retail book poses higher credit risk to the bank.
• Delay in technology up gradation could result in loss of market shares.
• Management indicated a likely pension shortfall on account of AS-15 to be close
to
Rs50bn.
• Slowdown in domestic economy would pose a concern over credit off-take
thereby impacting earnings growth.
Introduction to Advance Product:
Now a day not all the people have the capacity to fulfill their requirement by their
own earning, that’s why they need help from others. For this so many government
& private sector bank provide them money to fulfill their requirement, that’s call
the Advance Product (loan product) of the bank. All the banks have so many
different types of advance product as per the requirement of the people or
customers. In Bhubaneswar also there are so many banks those provide loan to the
people for different causes.

13.
Page 13
Types of Advance Product
 Home Loan
 Educational Loan
 Car Loan
 Personal Loan
 Property Loan
 Loan Against SharesDebentures
 Etc.
Now a day a large no. of people are taking loan form different banks. It helps
people to fulfill their need and it really easy to repayment the loan amount with a
longer repayment period.

14.
Page 14
SBI Offers following services and products to its customers:
 DOMESTIC TREASURY
 BROKING SERVICES
 REVISED SERVICE CHARGES
 ATM SERVICES
 INTERNET BANKING
 STATE BANK MOBICASH
 E­PAY
 E­RAIL
 SAFE DEPOSIT LOCKER
 MICR CODES
 FOREIGN INWARD REMITTANC

 DOMESTIC TREASURY:
 Treasury services are a function of an investment bank which provides
transaction, investment, and information services for chief financial officers or
treasurers. Treasury services concentrates and invests client money, and
provides trade finance and logistics solutions as well as safeguards, values,
clears and services securities and portfolios for investors and broker-dealers.
Treasury Services is a transaction intensive and system intensive business. This
is a source of risk free fees income for the banks.
The key offerings under Treasury Services include:
 Accounts Receivable service:
 Accounts Payable services:
 Liquidity Management services:
 Reporting Services:
 Trade Finance Services:

15.
Page 15
 BROKING SERVICES
We are happy to announce that SBI Capital Markets Ltd. has expanded its retail
broking network to help investors carry out their broking transactions with
confidence. At present the investors can buy/sell shares at both NSE and BSE
through their Retail Broking Centers in the cash market. We furnish hereunder the
location of these Centers with full particulars of the contact persons. All investors
can approach these branches for their broking needs.
 REVISED SERVICE CHARGES
SERVICE CHARGES & FEES W.E.F. 01.01.2013
S.No. Purpose
A. BASIC SERVICE CHARGES: SAFE DEPOSIT
LOCKER/SAFE CUSTODY (Inclusive of Service
Tax@12.36% w.e.f. 01.04.2012)
B. BASIC SERVICE CHARGES RELATING TO DEPOSIT
ACCOUNTS (ALL SEGMENTS)
C. DEBIT CARD RELATED CHARGES
D. ELECTRONIC TRANSFER CHARGES (ALL SEGMENT)
E. RTGS/NEFT/ECS CHARGES
F. PERSONAL SEGMENT ADVANCE RELATED SERVICE
CHARGES
G. ADVANCES RELATED SERVICE CHARGES (OTHER
THAN "P" SEGMENT)
H. GOVERNMENT BANKING: CHARGES FOR e-FREIGHT
FACILITY TO CUSTOMERS
I. FOREIGN EXCHANGE RELATED SERVICE CHARGES

16.
 A
ATM SEERVICCES
Page 166

17.
Page 17
STATE BANK NETWORKED ATM SERVICES
State Bank offers you the convenience of over 43,000+ ATMs in India, the largest
network in the country and continuing to expand fast! This means that you can
transact free of cost at the ATMs of State Bank Group (This includes the ATMs of
State Bank of India as well as the Associate Banks - namely, State Bank of Bikaner
& Jaipur, State Bank of Hyderabad, State Bank of Mysore, State Bank of Patiala,
and State Bank of Travancore) and wholly owned subsidiary viz. SBI Commercial
and International Bank Ltd., using the State Bank ATM-cum-Debit (Cash Plus)
card.
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 Cards following cards are also accepted
at State Bank ATMs:
 STATE BANK CREDIT CARD
 CARDS ISSUED BY OTHER BANKS DISPLAYING MAESTRO, MASTER CARD,
CIRRUS, VISA AND VISA ELECTRON LOGOS
 ALL DEBIT/ CREDIT CARDS ISSUED BY ANY BANK OUTSIDE INDIA DISPLAYING
MAESTRO, MASTER CARD, CIRRUS, VISA AND VISA ELECTRON LOGOS

18.
Page 18
 INTERNET BANKING
Internet banking portal of our bank, enables its retail banking customers to operate
their accounts from anywhere anytime, removing the restrictions imposed by
geography and time. It's a platform that enables the customers to carry out their
banking activities from their desktop, aided by the power and convenience of the
Internet.
Using Internet banking services, you can do the following normal banking
transactions online:
 FUNDS TRANSFER BETWEEN OWN ACCOUNTS.
 THIRD PARTY TRANSFERS TO ACCOUNTS MAINTAINED AT ANY BRANCH OF SBI
 GROUP TRANSFERS TO ACCOUNTS IN STATE BANK GROUP
 INTER BANK TRANSFERS TO ACCOUNTS WITH OTHER BANKS
 ONLINE STANDING INSTRUCTIONS FOR PERIODICAL TRANSFER FOR THE ABOVE
 CREDIT PPF ACCOUNTS ACROSS BRANCHES
 REQUEST FOR ISSUE OF DEMAND DRAFT
 REQUEST FOR OPENING OF NEW ACCOUNTS
 REQUEST FOR CLOSURE OF LOAN ACCOUNTS
 REQUEST FOR ISSUE OF CHEQUE BOOK
 STATE BANK MOBICASH
Away from home, balance enquiries can be made and/or money sent to the loved
ones or bills can be paid anytime 24x7!!! That is what State Bank FreedoM offers -
convenient, simple, secure, anytime and anywhere banking.
1. MOBILE BANKING SERVICE OVER APPLICATION/ WIRELESS APPLICATION
PROTOCOL (WAP)
The service is available on java enabled /Android mobile phones (with or without
GPRS) /i-phones where the user is required to download the application on to the
mobile handset. The service can also be availed via WAP on all phones (java/non
java) with GPRS connection.
THE FOLLOWING FUNCTIONALITIES ARE AVAILABLE:

19.
Page 19
 FUNDS TRANSFER (WITHIN AND OUTSIDE THE BANK)
 IMMEDIATE PAYMENT SERVICES (IMPS)
 ENQUIRY SERVICES (BALANCE ENQUIRY/ MINI STATEMENT)
 CHEQUE BOOK REQUEST
 DEMAT ENQUIRY SERVICE
 BILL PAYMENT (UTILITY BILLS, CREDIT CARDS, INSURANCE PREMIUM),
DONATIONS, SUBSCRIPTIONS
 MOBILE /DTH TOP UP
 M COMMERCE (MERCHANT PAYMENTS, SBI LIFE INSURANCE PREMIUM)
 E-PAY
Bill Payment (e-Pay) will let you to pay your Telephone, Mobile, Electricity,
Insurance and Credit Card bills electronically over our Online SBI
website https://www.onlinesbi.com.
Say good-bye to queues: Check & Pay your bills online, 24 hours a day, over e-
Pay. You even get a Cyber Receipt for your payments done online or scheduled
over online SBI!
If your biller presents bills online, you can also give us AutoPay instructions and
we will pay the bills as and when it falls due.
The service is available for select local billers at Ahmedabad, Bangalore, Bhopal,
Bhuvaneshwar,Chandigarh, Chennai,Delhi, Guwahati,Hyderabad, Kolkata,
Lucknow, Mumbai, Patna,Thiruvanathapuram. The national billers like LIC, SBI
Cards, and SBI Life Insurance etc. can be paid at any center across the country.
 E-RAIL
BOOK YOUR RAILWAYS TICKET ONLINE.
The facility has been launched wefIst September 2003 in association with IRCTC.
The scheme facilitates Booking of Railways Ticket Online. The salient features of
the scheme are as under:
ALL INTERNET BANKING CUSTOMERS CAN USE THE FACILITY.

20.
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Page 20
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21.
Page 21
 FOREIGN INWARD REMITTANCE
 DRAFTS IN INDIAN RUPEES CAN BE PURCHASED FROM EXCHANGE COMPANIES
OR OUR CORRESPONDENTS AND MAILED TO THE BRANCH WHERE YOU HAVE
YOUR ACCOUNT.
 TELEGRAPHIC OR WIRE TRANSFERS CAN BE MADE THROUGH OUR BRANCHES
ABROAD OR OUR CORRESPONDENTS TO BRANCHES HAVING SWIFT/TT DRAWING
ARRANGEMENTS. PLEASE INDICATE YOUR ACCOUNT NUMBER CLEARLY.
 CHEQUES CAN BE DEPOSITED FOR CREDIT OF YOUR ACCOUNTS. THESE WILL BE
COLLECTED AND CREDITED TO YOUR ACCOUNTS.
 TRAVELER’S CHEQUES CAN BE TENDERED BY YOU PERSONALLY DURING YOUR
VISIT TO INDIA.
 IF YOUR BRANCH IS SWIFT ENABLED YOU CAN TRANSFER FUNDS FROM
ANYWHERE BY SWIFT.
 FOR SPEEDY CREDIT TO ACCOUNTS FROM GULF, YOU CAN USE SBI EXPRESS

22.
Bankking NNetwor
rk
Page 222

23.
Page 23
State Bank of India is India's largest bank with a network of over 13000 branches
and 5 associate banks located even in the remotest parts of India. State Bank of
India (SBI) offers a wide range of banking products and services to corporate and
retail customers.
Online SBI is the Internet banking portal for State Bank of
India. The portal provides anywhere, anytime, online access
to accounts for State Bank's Retail and Corporate customers.
The application is developed using the latest cutting edge
technology and tools. The infrastructure supports unified,
secure access to banking services for accounts in over 13,000 branches across
India.
The Retail banking application is an integration of several functional areas, and
enables customers to:
 Issue Demand Drafts online
 Transfer funds to own and third party accounts
 Credit beneficiary accounts using RTGS/NEFT feature
 Generate account statements
 Setup Standing Instructions
 Configure profile settings
 Use eTax for online tax payment
 Use ePay for automatic bill payments
 Interface with merchants for railway and airline reservations
 Avail DEMAT and IPO services
 Pay bill of Visa Credit Card issued by any Bank.
The OnlineSBI corporate banking application provides features to administer and
manage corporate accounts online. The corporate module provides roles such as
Regulator, Admin, Uploader, Transaction Maker, Authorizer, and Auditor. These
roles have access to the following functions:
 Manage users, define rights and transaction rules on corporate accounts
 Access accounts in several branches with a single sign-on mechanism
 Upload files to make bulk transactions to third parties, supplier, vendor and
tax collection authorities.
 Use online transactional features such as fund transfer to own accounts, third
party payments (both Inter and Intra bank), and draft issues
 Make bill payments over the Internet.

24.
Page 24
 Authorize, modify, reschedule and cancel transactions, based on rights
assigned to the user
 Generate account statement
 Enquire on transaction details or current balance
In addition to the above the Internet banking application also provides the
following value added services:
 Tax payments to central and state governments through site to site
integration.
 Supply Chain Finance( e-VFS- Electronic Vendor Finance Scheme)
 Direct Debit Facility
 E Collection Facilities for:
 Core Banking Transactions
 Inter Bank Transactions for incoming RTGS/NEFT Transactions
 Internet Banking Transactions for SBI & Associate Banks
 Direct Debit facility where suppliers can directly debit their
customer’s account through Internet Banking

25.
Page 25
Ratio Analysis
Introduction
The analysis of the financial statements and interpretations of financial results of
a particular period of operations with the help of “ratio” is termed as “ratio
analysis.” Ratio analysis used to determine the financial soundness of a business
concern.
Meaning and Definition
The term “ratio” refers to the mathematical relationship between any two inter‐
related variables. In other words, it establishes relationship between two items
expressed in quantitative form.
“The term accounting ratio is used to describe significant relationships which exist
between figures shown in a balance sheet and profit and loss account in a
budgetary control system or any other part of the accounting management.”
Ratio can be used in the form of (1) percentage (2) quotient (3) rates
The table below is showing the calculation of different ratios of State Bank of
India for the recently last five years:

26.
Page 26
(Rscrore)
Mar ' 14 Mar ' 13 Mar ' 12 Mar ' 11 Mar ' 10
Operational & Financial Ratios:
Earnings Per Share (Rs) 145.88 206.20 174.46 130.15 144.54
Dividend per share(Rs) 30.00 41.50 35.00 30.00 30.00
Profitability ratios
Operating margin (%) 10.92 13.52 17.11 12.90 16.96
Gross profit margin (%) 9.94 12.57 16.16 11.68 15.88
Net profit margin (%) 7.03 10.39 9.68 7.58 10.54
Leverage ratios
Total debt/equity 11.79 12.16 12.43 14.37 12.19
Owners fund as % of total source 7.81 7.59 7.44 6.50 7.57
Fixed assets turnover ratio 0.08 0.08 0.08 0.07 7.26
Liquidity ratios
Current ratio(x) 0.45 0.50 0.65 0.41 0.43
Quick ratio(x) 13.88 12.15 12.05 8.50 9.07
Payout ratios
Dividend payout ratio (net profit) 20.56 20.12 20.06 25.84 23.36
Earning retention ratio 79.44 79.88 79.94 76.95 76.67

27.
Page 27
Basic Analysis of Ratios of SBI
1‐Operational and Financial Ratios
Comment and interpretation:
 Earnings per share: Higher earnings per share is always better than a lower ratio
because this means the company is more profitable and has more profit to
distribute to its shareholders. We see on the table that the bank’s earnings per
share have fallen from 206.40 to 145.88 during 2013 to 2014 and it seems that the
bank has not been able to distribute more profit to its shareholders.
 Dividend per share: Having a growing dividend per share can be a sign that the
company’s management believes that the growth can be sustained. The table
demonstrates that the dividend per share of the bank for each year has been in a
fluctuation stage and the bank paying different rate of dividend to its shareholders
each year. In 2013 the rate of dividend has been Rs.41.50 per share but this rate
has been reduced to Rs.30.00 per share in 2014.
Ratio Analysis
2‐Earnings per
share
1‐Dividend per
share
 =Equity profit
/No.of Equity shares
 In RS.
 =Dividends/No.of
Equity shares
 In RS.

28.
Page 28
2­ Profitability Ratios
The term profitability means the profit earning capacity of any business activity.
Profitability Ratios is used to measure the overall efficiency or performance of a
business.
Following important profitability ratios are discussed below:
Comment and Interpretation:
 Operating margin: Operating profit ratio indicates the operational efficiency of the
firm and is a measure of the firm’s ability to cover the total operating expenses. The
above table illustrates that the bank having the highest operating margin in 2012 with
profit margin of 17.11% compared to other remaining last 4 years. But it seems that the
bank’s operating margin tends to decline from 17.11% to 13.52% and 10.92% in 2013
and 2014 respectively.
 Gross profit margin: Higher gross profit ratio is an indication that the firm has higher
profitability. During the last five years SBI ‘s gross profit margin seems to be fair and
more profitable in 2012 with gross profit margin of 16.16% and this percentage tends to
reduce gradually from 12.57% to 9.94% during 2013 to 2014. It indicates that the bank
was not able to maintain an effective standard performance in its business in 2014.
Ratio Analysis
1­Operating
margin
3­Net profit
margin
2­Gross profit
margin
 =Operating profit/Net
sale*100
 In %
 =Gross profit/net
sale*100
 In %
 =Net profit/Net
sale*100
 In %

29.
Page 29
 Net profit margin: Net profit margin is the best measure of profitability and liquidity
of the firm. As the net profit ratio of SBI is not increasing at a satisfying level, there is a
fluctuation in percentage of net profit during the last five years. In 2013 the bank having
adequate return to its owners with net profit margin of 10.39% but it significantly tends to
decrease to 7.03% in 2014 which shows that the bank can’t ensure adequate return to
owners as well as it doesn’t have a good economic condition.

30.
Page 30
3‐Leverage Ratios
These are the ratios showing proportion of various types of capital to each
other.
Following are some of such ratios:
Comment and Interpretation:
 Debt-Equity ratio: Debt to equity ratio is a long term solvency ratio that indicates the
soundness of long-term financial policies of the company. As it shows that the debt-
equity ratio of SBI falling from 12.16% to 11.79% during 2013 to 2014. It is the danger
signal for owners, if the project fails financially, the owners would lose heavily.
 Owner’s fund: Owner’s fund ratio indicates the profitability of a firm in relation to the
funds supplied by the shareholders or owners. Owners fund to total fund is quite same as
figure in 2013 in comparison to 2014 there is almost near to 7.59% and the predicted year
was 7.81% in the owner’s funds.
And the fixed assets turnover ratio remained constant.
Ratio Analysis
1­Debt­Equity
Ratio
3­Fixed Asset
T/O Ratio
2­Owner’s
fund
 =Long term liabilities
/Shareholder’s
fund*100
 =P.A.T/
Equity*100
 =Net sale/Fixed
Asset(Avg)
 In time

31.
Page 31
4­Liquidity Ratios:
Liquidity ratios are useful in obtaining an indication of a firm’s ability to meet its
current liabilities, but it does not reveal how effectively the cash resources can be
managed. To measure the liquidity of a firm, the following ratios are commonly used:
Interpretation and Analysis:
 Current Ratio: As the ideal current ratio is 2:1 this is considered to be satisfactory.
But the above table illustrates that the liquidity position of the bank does not sound
good for the last five years and the bank may find difficult to adjust its current
liabilities against its current assets. In 2012 the bank having current ratio of 0.65:1 but
this rate is gradually decreasing to 0.50:1 and 0.45:1 during 2013 and 2014
respectively. It shows that the bank has not been able to make its current debt
payments.
 Quick ratio: But we see that the bank’s short term solvency is in better position for
the last five years. It shows that the bank possessing more quick assets than its current
liabilities. The table above demonstrates that the bank’s quick ratio is 13.88:1 in 2014
which exhibiting that quick assets are 13.88 times of its current liabilities and in 2013
it is having quick ratio of 12.15, which seems that bank’s liquidity is in better position
during the last 2 years compared to other 3 years.
Ratio Analysis
1­Current
Ratios
2­Quick
Ratios
 =CA/CL
 Ideal 2:1
 =CA­Stock &
Prepaid exp/CL
 Ideal 1:1

32.
Page 32
5­Payout Ratios
The proportion of earnings paid out as dividends to shareholders, typically expressed
as a percentage. The payout ratio is a key financial metric used to determine the
sustainability of a company’s dividend payments.
Comment and Interpretation:
 Dividend payout ratio: The ratio highlights the relationship between payment of
dividend on equity share capital and the profits available after meeting tax and preference
dividend. A consistent trend in this ratio is usually more important than a high or low
ratio. We see that the bank’s dividend payout ratio is 25.84% in 2011 which indicates that
the bank is paying out 25.84% of its net income to its shareholders. But the bank’s ratio
has fallen to 20.06%, 20.12% and 20.56% in 2012, 2013 and 2014 respectively which
seems that the bank could maintain a consistent trend in its dividend payout ratio during
the last 3 years.
 Earning retention ratio: Earning Retention Ratio or Plowback Ratio is the ratio that
measures the amount of earnings retained after dividends have been paid out to the
shareholders. The table exhibits that the bank’s retention ratio is consistent in the last 5
years as its paying dividend to its shareholders at a constant rate during the last five
years. During 2013 to 2014 the retention ratio has been 79.44% means that the bank
retains 79.44% of its earnings for the expansion and financial requirements of the bank.
Ratio Analysis
1­Dividend
payout ratio
2­Earning
retention ratio
 =Total dividend
/Net income
 = Total Gross
Profits – Payout
ratio

33.
Page 33
CHAPTER­ 2
Research methodology is a methodology for collecting all sorts of information &
data pertaining to the subject in question. The objective is to examine all the issues
involved & conduct situational analysis. The methodology includes the overall
research design, sampling procedure & fieldwork done & finally the analysis
procedure. The methodology used in the study consistent of sample survey using
both primary & secondary data. The primary data has been collected with the help
of questionnaire as well as personal observation book, magazine; journals have
been referred for secondary data. The questionnaire has been drafted & presented
by the researcher himself.

34.
Page 34
 The basic and foremost objective is to find out whether people have account
with SBI
 To find out whether banks caters all banking needs of customers
 To sort out the kinds of account people maintain with SBI.
 To staff out the key banking facilities preferred the most.
 To find out recreational facilities provided for the customers
 To make the customer aware about core banking facilities.
 To figure out unnecessary charges due to maintenances of the lesser amount
in their account.
 To know regarding the competitive charges and interest offers to customers
 To find out the alternative service of other banks
 To sort out the perception of the people about banking service.
 To find out whether recommend this respondent bank to their relatives and
family members.
 To figure out weaknesses of the SBI.
 To sort out the prospective details of the people maintaining account that
consists (Annual income, Marital, Education, statues, Occupation and Age)

35.
Page 35
 SOURCES OF DATA
INTRODUCTION
Generally we can collect data from two sources, primary and
secondary source. Data collected form primary source are known
as primary data and data collected from secondary source are
called secondary data.
Primary data are also known as raw data. Data are
collected from the original source in a controlled or an
uncontrolled environment. Example of controlled environment
experimental research was certain variable are being controlled by
the researcher. On the other hand, data collected thought
observation questionnaire survey in a natural setting an example
data obtain in an uncontrolled environment. Secondary data
obtained from secondary sources such as report, books, journal,
document, magazines, the web and more.

36.
Page 36
1) SECONDARY DATA
 Source of secondary data of our project is:-
 Internet
2) PRIMARY DATA
A) Research Instrument :
A structured undisguised questionnaire:‐
Structure undisguised questionnaires are the most
commonly used in research today every responded is posed the
same question same sequence, with the same opportunity of
response. In most case the purpose of the research is clearly stated
in an introductory statement or is an obvious from the question
asked. This type of instrument has advantages of simplicity in
administration, tabulation and analysis; standardize data collection,
objectivity; and reliability. The disadvantage include lack of
flexibility in changing question “on the fly”
The Questionnaire of our project is attached in
Chapter: 6 Annexure I, PAGE NO. 72-75

37.
Page 37
B)POPULATION:
 Population Definition :‐
A Population can be defined as including all people or items with
the characteristics one wishes to understand. Because there is
rarely enough time or money to gather information from everyone
or everything in population.The goal becomes finding a
representative sample (or subset) of that population.
Note also that the population from which the sample is
drawn may not be same as the population about which we actually
want information often there is large but not complete overlap
between these two groups due to frame issues etc.
Sometimes they may be entirely separate for instance, we
might study rats in order to get a better understanding of human
health or we might study records from people born in 2008 in
order to make predictions about people born in 2009.
 Population of study is Ahmedabad city.

38.
Page 38
 SAMPLING METHOD & SAMPLE
SIZE
SAMPLING
A sample is “a smaller collection of units from a population
used to determine truths about that population”.
SAMPLING PROCESS
Sampling process comprises several stages:‐
1.Defining the population of concern.
2.Specifying a sampling frame, a set of items or events possible
to measure.
3.Specifying a sampling method for selecting items or events
from the frame.
4.Determining the sample size.
5.Implementing the sampling size.
6.Sampling and data collecting.
7.Reviewing the sampling process.

39.
Page 39
SAMPLING METHODS
(1) Probability Sampling:‐
A Probability Sampling scheme is one in which every unit in
the population has a chance of being selected in the sample and
these probability can be accurately determined.
When every element in the population does not have the
same probability of selection, this is known as an ‘Equal Probability
of selection design.’
 Main types or methods of probability samples are as
follows:‐
1. Simple random sample
2. Systematic random sample
3. Stratified random sample
4. Multistage sample
5. Multiphase sample
6. Cluster sample

40.
Page 40
(2) Non‐Probability Sampling:‐
Any sampling method where some elements of population
have no chance of selection (these are sometimes referred to it’s
out of coverage/under covered), or where the probability of
selection cannot be accurately determined. It involves the selection
of elements based on assumptions regarding the population of
interest, which forms the criteria for selection. Hence, because the
selection of elements is non‐random, non probability sampling not
allows the estimation of sampling errors.
Example: we visit every household in a given street, and
interview the first person to answer the Door in any household
with more than one occupant; this is a non‐probability sample,
because some people are more likely to answer the door. (e.g.
Unemployed person who spends most of their time at home is
more likely to answer than an employed house mate who might be
at work when the interviewer calls) and it’s not practical to
calculate these probabilities.
Non‐Probability Sampling includes; Accidental sampling,
quota sampling and Purposive sampling. In addition, non‐response
effects may turn any probability design if the characteristics of non‐
response are not well understood, since non‐response effectively
modifies each elements probability of being sampled.
 Types of non probability sampling are as follows:‐
1. Convenience sampling
2. Purposive sample/judgmental sampling
3. Quota

41.
Page 41
Our project is based on Convenience
sampling.
 Convenience sampling:‐
‐ Sometimes known as grab or opportunity sampling or
accidental or haphazard sampling.
‐ A type of non‐probability sampling which involves the
sample being drawn from that part of the population
which is close to hand. That is readily available and
convenient.
‐ The researcher using such a sample cannot scientifically
make generalized generalization about the total
population from this sample because it would not be
representative enough.
‐ In social science research, snowball sampling is a similar
technique, where existing study subject are used to
recruit more subjects into the sample.
‐ Use results that are easy to get.

42.
Page 42
SAMPLING SIZE
 Sample size of our project is 200.
Limitation of the study
(1) We are students not trained researchers. Therefore, the quality of work
may have suffered.
(2) A sample size of 200 is not adequate for the population of Ahmedabad city.
However, due to time and financial constraint this sample size was used.
(3) Secondary data collected from internet has not been verified.
(4) Non co‐operation from respondents was an issue in primary data
collection.
(5) Advanced statistical technologies have not been used for analysis.
(6) There was lack of reliable data.
 Data Analysis:
After data collection, we analyzed customer’s views, ideas and opinions
related to SBI banks and its services.
 Data Interpretation:
Interpretation of data is done by using statistical tool i.e. bar graphs, and also
using quantitative techniques (by using these techniques) accurate
information is obtained.

43.
Page 43
 Classification & tabulation of data:
The data thus collected were classified according to the categories,
counting sheets & the summary tables were prepared. The resultant
tables were one dimensional, two dimensional.
 Statistical tools used for analysis:
Out of the total respondents, the respondents who responded
logically were taken into account while going into statistical details
& analysis of data. The tools that have been used for analyzing
data & inference drawing are mainly statistical tools like
percentage, ranking, averages, etc.

44.
ANAALYYSIS
CHA
S AN
APTE
ND F
ER -3
FIND
3
DIN
Page 44
GS
4

45.
GRA
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BOI
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Page 45
count?
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ng BOI &
ER
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46.
2)
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hink that
tion: From
stomer of
ts and re
t your ba
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m the ab
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ank cater
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YES
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Page 46
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47.
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m the abo
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age No 78
ove data i
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5­15
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16­3
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>30
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% of the c
nd around
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YEARS
5
RS
30
RS
Page 47
nk?
ustomers
d 43% are
een 16‐30
7
s
e
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48.
4) W
Interp
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CURRENT
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nd of acco
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OAN
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ntain in th
TABLE N
s that ap
count wit
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th SBI, ar
and 4.40%
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round 18
% are ma
ARD
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CARD
Page 48
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49.
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SEE PAGE
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E NO 80,
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6
is given m
TABLE N
trates tha
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NO 5}
at ATM s
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portance
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tely 65%
ore prior
ity is giv
LOAN
FACILITY
O/D
FACILITY
ATM
SERVICES
Page 49
e in your
are given
% of the
rities and
ven more
9
r
n
e
d
e

50.
6)
cus
Int
bel
opp
Does y
stomers?
terpretat
lieve that
posed to t
your ba
?
tion: The
their ban
this idea.
46%
ank cond
{SEE PAG
e data sh
nk conduc
duct an
GE NO 80
hows that
cts recrea
ny recre
0, TABLE
t around
ation facil
54%
eation fa
NO 6}
d 54% of
lity and r
acilities
f the res
emaining
Page 50
for the
pondents
g 46% are
YES
NO
0
e
s
e

51.
7) Do
es your b
Interpre
SBI acces
may not t
bank hav
etation: T
ss to core
take the a
ve core ba
{SEE PA
The chart
e banking
advantage
22%
anking fa
AGE NO 8
above ex
g of SBI a
e of core b
acility for
81, TABLE
xhibits tha
and aroun
banking fa
78%
r the cust
E NO 7}
at 78% o
nd 22% o
acility pro
%
tomers?
f the cust
of the res
ovided by
Page 51
tomers of
pondents
y SBI.
YES
NO
1
f
s

52.
8) Do
your a
o they ch
account?
Interpre
that SBI
balance
correspo
maintain
harge unn
?
etation: T
is chargin
in their
ndents sa
minimum
necessar
{SEE PA
The chart
ng unnec
r accoun
aying tha
m balance
5
rily for n
AGE NO 8
shows th
cessarily i
t and in
at the ba
e in their a
56%
YES
ot maint
81, TABLE
hat 56%
if they do
n contra
ank does
account.
44%
S NO
tain mini
E NO 8}
of the re
o not ma
ast to th
not char
%
imum ba
spondent
intain a m
his, 44%
rge if the
Page 52
alance in
ts believe
minimum
% of the
ey do not
2
n
e
m
e
t

53.
9) Do
es your b
Interpre
this belie
and 50%
“No” answ
bank offe
etation: T
eve that t
% of the co
wer.
50%
er compe
{SEE PA
The chart
their bank
orrespon
%
etitive ser
AGE NO 8
exhibits
k offering
dents are
rvice cha
82, TABLE
that 50%
g them a
e in contr
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arges?
E NO 9}
% of the r
competit
rast to thi
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responden
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is idea an
Page 53
nts are in
ce charge
nd having
YES
NO
3
n
e
g

54.
10) D
Interp
are ha
intere
o you thi
pretation
aving “Yes
st rate. An
ink your
{S
n: The pie
s” answer
nd 29% o
bank off
SEE PAGE
e chart ab
r and beli
of the resp
29%
fers comp
E NO 82, T
ove indic
eve that t
pondents
%
YES
petitive i
TABLE NO
ates that
their bank
are havin
7
S NO
nterest r
O 10}
71% of th
k offers th
ng “No” an
71%
rate?
he corres
hem a com
nswer.
Page 54
pondents
mpetitive
4
s
e

55.
11) D
o you use
Interpre
are takin
using the
e the serv
etation: T
g the adv
e services
vice of al
{SEE PA
The chart
vantage of
of alterna
33%
lternativ
AGE NO 83
above ind
f services
ative ban
YES
ve bank?
3, TABLE
dicates th
of alterna
k.
S NO
E NO 11}
hat 67% o
ative ban
67%
of the res
k and 33%
Page 55
pondents
% are not
5
s
t

56.
12) W
Interp
seems
of the
SBI an
41%
corres
What do y
pretation
s to be ve
respond
nd saying
of them
spondents
you feel a
n: From t
ery good f
dents are
that the
are hav
s saying t
25%
about ove
{SEE PA
the data
from the
satisfied
quality se
ving “ver
that the se
41%
erall serv
AGE NO 83
it is clea
view poin
to a grea
ervices pr
ry good”
ervice qua
31.5%
vice quali
3, TABLE
ar that th
nt of the
at extent
rovided b
” answer
ality is on
%
2.5
ity of you
E NO 12}
he service
responde
with the
by SBI is t
r and ab
n average
5%
ur bank?
e provide
ents. Aro
service q
to be exce
bout 31%
line.
EXC
VER
AVE
POO
Page 56
ed by SBI
ound 25%
quality of
ellent and
% of the
CELLENT
RY GOOD
ERAGE
OR
6
I
%
f
d
e

57.
13) W
associ
Int
the
of
rela
Would yo
iates?
terpretat
responden
the respo
atives.
ou recom
tion: From
nts willing
ondents do
25%
mmend t
{SEE PA
m the abo
g to recom
on’t tend
11%
this ban
AGE NO 84
ove data it
mmend thi
to recom
64%
k to you
4, TABLE
t can be il
is bank to
mmend thi
ur friend
E NO 13}
llustrated t
other peop
is bank to
ds, relati
that aroun
ple but aro
o their fr
YES
NO
CAN'T
Page 57
ives and
nd 64% of
ound 25%
iends and
T SAY
7
d
f
%
d

58.
14) W
Inter
respon
aroun
to be t
bankin
1
When do y
rpretatio
ndents be
d 25% be
their pers
ng.
19.74%
you think
on: The a
elieve tha
elieve as a
sonalized
25.44%
k of your
{SEE PA
above cha
t the bank
a wide bra
service. A
28.95%
bank wh
AGE NO 8
arts indica
k seems t
anch netw
And 18%
18.86%
hat come
5, TABLE
ate that a
to be as a
work; app
of them b
7.02%
s first in
E NO 14}
round 29
customer
proximate
believe as
P
S
W
N
C
C
B
C
your min
9% of the
r service f
ely 20% b
s a compu
PERSONA
SERVICE
WIDE BRA
NETWORK
CUSTOME
COMPUTE
BANKING
CORE BAN
Page 58
nd?
for them,
believe it
uterized
ALIZED
ANCH
K
ER SERVIC
ERIZED
NKING
8
CE

59.
Pers
Interp
from d
are hav
years .
sonal D
2) Re
pretation:
different ag
ving age o
.
>
Details
espond
The bar c
ges. Abou
of 25-40 y
>60
SEC
s
dent A
{SEE PA
chart given
ut 40% of
years and 2
41-6
23%
CTIO
Age
AGE NO 8
n above sh
them are a
23% of the
60
ON­2
86, TABLE
hows that
aged less t
em are age
25-40
37%
E NO 2}
customer
than 25 ye
ed betwee
<2
40
of SBI is
ears and 3
en 41 -60
25 YEARS
0%
Page 59
7%
9

60.
3) R
Interp
indicat
so we
Respon
pretation:
tes that m
can conclu
ndent G
The pie
ostly male
ude that m
35%
Gende
{SEE PA
e chart co
e section w
most of the
%
MAL
r:
AGE NO 8
ompares
which is 6
e SBI cust
E FEM
86, TABLE
the gende
65% and th
tomers are
65%
MALE
E NO 3}
er of SB
he remain
e from mal
%
I custom
ning 35% a
le generat
Page 60
ers: so it
are female
tion.
0
t
e

61.
Interp
marrie
society
4) Res
pretation:
ed custom
y.
sponde
The char
mers. So h
4
ent Ma
{SEE PA
rt given ab
here also m
48%
SINGLE
arital S
AGE NO 8
bove indic
most of th
1%
E MARR
Status
87, TABLE
cates that
he custom
%
RIED OT
E NO 4}
51% are
mers are f
51%
THERS
single and
from sing
Page 61
d 48% are
gle part of
1
e
f

62.
5) R
Interp
custom
specifi
institut
in com
0
20
40
60
80
100
Respon
pretation:
mers are
ication. T
tions are 3
mparison o
13%
ndent E
As the ch
divided
The schoo
38%, post
of other sec
38%
Educat
{SEE PA
hart shows
in scho
ol students
t graduate
ctions.
% 40%
tion:
AGE NO 8
s that peop
ool, grad
s are 13%
ed are 40%
%
9
87, TABL
ple from e
duation, p
%, gradua
% that cov
9%
LE NO 5}
educationa
post-gradu
ated from
vers the hi
School
Gradua
Post Gr
Others
al point of
uation, a
m colleges
ighest ran
l
ation
raduation
s
Page 62
f view, the
and other
s or other
nge of SBI
2
e
r
r
I

63.
6) R
Interp
which
busine
section
Respon
pretation:
31% is co
essman so
ns.
3
Stu
ndent O
In the ch
overed by
the rema
31%
2
udent S
Occupa
{SEE PA
hart given
students,
aining 9%
23%
Service
ation:
AGE NO 8
above sh
22% are i
% covered
30%
Business
88, TABLE
hows that o
involved i
by house
9%
Housew
E NO 6}
occupation
in service
wife and
2%
wife Re
n of SBI c
sector and
5% are fr
5%
tired Ot
Page 63
customers
d 30% are
from other
%
thers
3
s
e
r

64.
7) Re
Interp
less th
mostly
income
percen
esponde
pretation:
han 5 lakh
y high sec
e around 2
ntage whom
ent Annu
The cust
hs and ab
ction and
20% and 9
m have m
20%
ual Incom
{SEE PA
tomers of
bove 5 lak
the seco
9% are hav
more than 2
71
9%
me:
AGE NO 8
f SBI from
khs. so le
nd range
ving incom
20 lakhs an
1%
88, TABLE
m annual
ss than 5
covers b
me from 1
nnual inco
E NO 7}
income w
lakhs co
y people
10-20 lakh
ome
<
7
1
>
which have
vers 71%
having 7
hs and ther
<5 Lacs
7­10 Lacs
10­20 Lac
>20 Lacs
Page 64
e 5 lakhs,
% which is
7-10 lakhs
re are tiny
s
cs
4
,
s
s
y

65.
Page 65
CHAPTER-4
Suggestions & Recommendation
 Following are the recommendations from our project:­
1­ Banking Services:
 SBI must take some steps so that customers can get access
to its banking services easily.
 SBI should provide superior, pro‐active and state‐of‐the‐art
banking services with an attitude of care and concern for
the customers and patrons.
 SBI should bring more facilities in day to day banking
transactions in an advanced manner and technical way in
order that customers should not waste much time while
doing banking transactions.
 SBI customer care should more concern about the fastest
settlement of customer problems.

66.
Page 66
2­ Advertising and awareness
 Customer awareness programmes are required so that more
people are attracted towards products and services being
offered to them.
 Awareness is the indicator of new product performance
 If there are any kind of hidden charges than that must be
disclosed to customer before he opens an account with SBI.
 For the better service new offers would be required.
 Advance product selling agents must not give any type of wrong
information regarding advance product.
 It is the duty of the bank to disclose all the material facts
regarding advance product, like interest charged, repayment
period, other types of charges, etc
 SBI should more focus on Retaining existing customers.
 SBI must focus on Segmentation based on customer knowledge
Product and services offering based on customer demand.
3­ ATM Services
 SBI must try to focus much more attention on developing ATM
services by launching and establishing numbers of ATM shops in
different places so that customers can get access easily.
 To reduce the transactions cost at the ATMs of State Bank
Group. And to enable us to withdraw our preferred amounts
with just a touch.

67.
Page 67
 SBI must take feedbacks of customers regarding features &
services.

4­ Internet Banking
 To enable its banking customers to operate their accounts from
anywhere anytime, removing the restrictions imposed by geography
and time.
 SBI should bring more facilities in day to day banking
transactions in an advanced manner and technical way in order
that customers should not waste much time while doing banking
transactions.
5- Transparency and Accuracy in Transactions
 SBI should more concern about physical verification rather
than phone verification so it will avoid fraud or cheating.
 Before deducting or charging any monetary charge SBI must
consult with customer.
 Agents should be trained, well educated & proper trained to
convince the people about different advance product.
 Special scheme should be implemented to encourage both
customer and agents.

68.
Page 68
Suggestions given by the
consumers at the time of
Survey:
 To provide more facilities in case of network banking services.
( OmidHashimi )
 There should be more time for repayment of loan taken by customers.
( AmrullahSarwari)
 SBI should take steps to solve customer problems immediately.
( AbhishekN.Patel )
 Agents should be trained, well educated & proper trained to convince
the people about different products and services being offered to
customers.
(SandipTrivedi)
 Loan sanction date should be according to customer convenient.
(Charchita Dave)

69.
Page 69
 A customer awareness programme should be taken place in rural area.
(Ahmad Jawad)
 Not to charge more interest on the loan given to its customers.
(Hardik)
 To speed up the banking transactions.
(Daval Shah)
 To increase the numbers of branches and service offices in rural areas.
(Aesha)

70.
Page 70
Conclusion
From the analysis part it can be conclude that customers have a good attitude
towards SBI customer services. SBI is in 1st position having large number of
customers & providing good services to them. The bank has a wide customer
base, so the bank should concentrate on this to retain these customers.
In present scenario SBI is the largest advance product issuer in India. Within a
very short period of time the achievement made by SBI is excellent, what a
normal bank cannot expect, but it is being done by SBI. It happens due to
employee dedication towards the organization, fastest growing Indian
economy.
To be the largest advance product issuer, SBI should focus on‐
 Launch Innovative product
 Customized advance products
 Better customer services
 Fastest customers problem solving techniques
 Customer retention
Apart from all the above, SBI believe in providing good customer services to
their customers which is a key factor for success in future.

71.
Page 71
CHAPTER-5
BIBLIOGRAPHY & REFERENCES
 BIBLIOGRAPHY
Following are some of the information
sources of our project:‐
 http://www.sbi.co.in/
 https://www.onlinesbi.com/
 https://www.sbicard.com/
 http://www.moneycontrol.com/
 http://money.rediff.com/companies/State‐Bank‐of‐
India/14030001/profit‐and‐loss
 http://www.myaccountingcourse.com/financial‐
ratios/
 http://www.slideshare.net/deepakverma/ratio‐
analysis‐of‐sbi
 BOOKS Author Edition
 Research Methodology N.K Sahu 2013
 Research Methodology Dr .N.K Sharma 2014

72.
Page 72
CHAPTER -6
“ANNEXURES”
ANNEXURE- 1
A BLANK COPY OF QUESTIONNAIRE
Questionnaire
We are the students of SomLalit College of Commerce, Department of Finance
studies and presently doing a project on “Financial performance and Strategy
Analysis on State Bank of India”. We request you to kindly fill the
questionnaire below and assure you that the data generated shall be kept for
academic purpose only.
This questionnaire is to find out the services expected by the customers
before opening an account with the bank and to find out the satisfaction level
of the customers of SBI.

73.
Page 73
SECTION­1
1) Mention the banks in which currently you are having account?
 ………………
 ………………
 ………………
 Answer the following questions with reference to SBI only.
2) Do you think that your bank caters all your banking needs?
a) Yes b) No
3) For the past how many years you have account with this bank?
………………
4) What kind of account do you maintain in this bank?
a) Current b) Savings c) Loan a/c d) Demat e) Credit card
5) Which of the following facilities is given more importance in your
bank:
a) Loan facilities b) O/d facilities c) ATM services
6) Does your bank conduct any recreation facilities for the customers:
a) Yes b) No
7) Does your bank have core banking facility for the customers?
a) Yes b) No
8) Do they charge unnecessarily for not maintain minimum balance in
your account?
a) Yes b) No

74.
Page 74
9) Does your bank offers competitive service charges?
a) Yes b) No
10) Do you think your bank offers competitive interest rate?
a) Yes b) No
11) Do you use the service of alternative bank?
a) Yes b) No
12) What do you feel about overall service quality of your bank?
a) Excellent b) Very good c) Average d) Poor
13) Would you recommend this bank to your friends, relatives and
associates?
a) Yes b) No c) can’t say
14) When do you think of your bank what comes first in your mind?
a) Personalized service b) Wide branch network c) customer service
d) computerized banking
e) Core banking
 Your suggestions/feedback for SBI as a bank
………………………………………………………………………………………………………
………………………………………………………………………………………………………
…………………………………………………………………………………………

75.
Page 75
SECTION­2
Personal Details
1) Name : Mobile no:
2) Age
Less than 25
25‐40
41‐60
Above 60
3) Gender :
Male
Female
4) Marital status:
Single
Married
Others
5) Education:
School
Graduation
Post‐graduation
Others
6) Occupation :
Student
Service
Business
Housewife
Retired
Others
7) Annual Income(In Rs)
Less than 5 lakhs
7‐10
10‐20
Above 20

76.
Page 76
SECTION-1
1) Mention the banks in which currently you are having
account?
{SEE PAGE NO 45, GRAPH NO 1}
Option Tally Marks Total %
1. SBI
200 90.90
2. BOB 6 2.72
3. BOI
4 1.82
4. OTHERS 10 4.55
TOTAL 220 100

77.
Page 77
3)Do you think that your bank caters all your banking
needs?
OPTION TALLY MARKS TOTAL %
YES
172 86
NO 28 14
TOTAL 200 100
{SEE PAGE NO 46, GRAPH NO 2}

78.
Page 78
3) For the past how many years you have account with
this bank?
OPTION TALLY MARKS TOTAL %
<5
YEARS
105 52.5
5­15
YEARS
85 42.5
16­30
YEARS
10 5
>30
TOTAL 200 100
{SEE PAGE NO 47, GRAPH NO 3}

79.
Page 79
4) What kind of account do you maintain in this bank?
OPTION TALLY MARKS TOTAL %
CURRENT
ACCOUNT
41 18.39
SAVING
ACCOUNT
164 73.54
LOAN
ACCOUNT
9 4.04
DE­MAT
CREDIT CARD
9 4.04
TOTAL 223 100
{SEE PAGE NO 48, GRAPH NO 4}

80.
Page 80
5) Which of the following facilities is given more importance in
your bank?
OPTION TALLY MARKS TOTAL %
LOAN
FACILITY
64 28.96
O/D FACILITY 12 5.43
ATM
SERVICES
145 65.61
TOTAL 221 100
{SEE PAGE NO 49, GRAPH NO 5}
6) Does your bank conduct any recreation facilities for the
customers?
OPTION TALLY MARKS TOTAL %
YES
108 54
NO
92 46
TOTAL 200 100
{SEE PAGE NO 50, GRAPH NO 6}

81.
Page 81
7) Does your bank have core banking facility for the customers?
OPTION TALLY MARKS TOTAL %
YES
156 78
NO 44 22
TOTAL 200 100
{SEE PAGE NO 51, GRAPH NO 7}
8) Do they charge unnecessarily for not maintain minimum
balance in your account?
OPTION TALLY MARKS TOTAL %
YES
88 44
NO
112 56
TOTAL 200 100
{SEE PAGE NO 52, GRAPH NO 8}

82.
Page 82
9) Does your bank offer competitive service charges?
{SEE PAGE NO 53, GRAPH NO 9}
10) Do you think your bank offers competitive interest rate?
OPTION TALLY MARKS TOTAL %
YES
142 71
NO 58 29
TOTAL 200 100
{SEE PAGE NO 54, GRAPH NO 10}
OPTION TALLY MARKS TOTAL %
YES
100 50
NO
100 50
TOTAL 200 100

83.
Page 83
11) Do you use the service of alternative bank?
OPTION TALLY MARKS TOTAL %
YES
134 67
NO
66 33
TOTAL
200 100
{SEE PAGE NO 55, GRAPH NO 11}
12) What do you feel about overall service quality of your
bank?
OPTION TALLY MARKS TOTAL %
EXCELLENT 50 25
VERY GOOD
82 41
AVERAGE
63 31.5
POOR
5 2.5
TOTAL
200 100
{SEE PAGE NO 56, GRAPH NO 12}

84.
Page 84
13) Would you recommend this bank to your friends,
relatives and associates?
OPTION TALLY MARKS TOTAL %
YES
147 73.5
NO 26 13
CAN’T SAY 27 13.5
TOTAL
200 100
{SEE PAGE NO 57, GRAPH NO 13}

85.
Page 85
14) When do you think of your bank what comes first in your
mind?
OPTION TALLY MARKS TOTAL %
PERSSONALIZED
SERVICE
45 19.74
WIDE BRANCH
NETWORK
58 25.44
CUSTOMER
SERVICE
66 28.95
COMPUTERIZED
BANKING
43 18.86
CORE BANKING 16 7.02
TOTAL 228 100
{SEE PAGE NO 58, GRAPH NO 14}

86.
Page 86
SECTION-2
Personal Details
2)Respondent Age
OPTION TALLY MARKS TOTAL %
<25 YEARS
80 40
25­40
74 37
41­60 46 23
>60
TOTAL 200 100
{SEE PAGE NO 59, GRAPH NO 2}
3)Respondent Gender :
OPTION TALLY MARKS TOTAL %
MALE
130 65
FEMALE
70 35
TOTAL 200 100
{SEE PAGE NO 60, GRAPH NO 3}

87.
Page 87
4)Respondent Marital status:
OPTION TALLY MARKS TOTAL %
SINGLE
102 51
MARRIED
96 48
OTHERS 2 1
TOTAL 200 100
{SEE PAGE NO 61, GRAPH NO 4}
5)Respondent Education:
OPTION TALLY MARKS TOTAL %
SCHOOL 26 13
GRADUATION
76 38
POST­
GRADUATION
80 40
OTHERS 18 9
TOTAL 200 100
{SEE PAGE NO 62, GRAPH NO 5}

88.
Page 88
6) Respondent Occupation :
OPTION TALLY MARKS TOTAL %
STUDENT
62 31
SERVICE
46 23
BUSINESS
60 30
HOUSEWIFE 18 9
RETIRED 4 2
OTHERS 10 5
TOTAL 200 100
{SEE PAGE NO 63 , GRAPH NO 6}
7) Respondent Annual Income(In Rs)
OPTION TALLY MARKS TOTAL %
<5 LACS
142 71
7­10 LACS
40 20
10­20 LACS
18 9
>20
TOTAL
200 100
{SEE PAGE NO 64, GRAPH 7}