SBI Home Loan Customer Perception Survey

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SBI Home Loan Customer Perception Survey

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SBI Home Loan Customer Perception Survey

  1. 1. A Project Presentation on “Customer Satisfaction Survey on Home Loan Product of State Bank of India “ 16-Sep-2013 Presented by P Sunil Kumar (A13020) Ashish Ranjan (A13004) Vaibhav Jain (A13021) Maruthi Nataraj K (A12009)
  2. 2. AGENDA • History and Evolution of SBI • Positioning of SBI • Advertising and Sales promotion • Market Segmentation • SBI Home Loan product • Competitive strategies adopted by SBI • Distribution Strategy of SBI • Future directions for SBI • Research Methodology • Analysis and Inference • Recommendations
  3. 3. HISTORY AND EVOLUTION OF SBI • Amalgamation of Presidency Banks on 27-Jan-1921 • Nationalization of Imperial Bank of India on 1955 • Birth of State Bank of India • State Bank of India (Subsidiary Banks) Act, 1959 • Logo of SBI • Slogan – The Bank to Every Indian • Mission Statement • Vision Statement
  4. 4. HISTORY AND EVOLUTION OF SBI Structure – Current Board of Directors As on 14 January 2013, there are fifteen members in the SBI board of directors:• Pratip Chaudhuri (Chairman) • Hemant G. Contractor (Managing Director) • Arundhati Bhattacharya (Managing Director) • A. Krishna Kumar (Managing Director) • S. Visvanathan (Managing Director) • S. Venkatachalam (Director) • D. Sundaram (Director) • * Thomas Mathew (Director) • S.K. Mukherjee (Officer Employee Director) • Rajiv Kumar (Director) • Jyoti Bhushan Mohapatra (Workmen Employee Director) • Deepak Amin (Director)
  5. 5. HISTORY AND EVOLUTION OF SBI
  6. 6. POSITIONING OF SBI • SBI as centuries-old brand • Emphasis on Pure Banking • Entry into many businesses with strategic tie ups - Pension Funds - General Insurance - Mobile Banking etc
  7. 7. ADVERTISING AND SALES PROMOTION ADVERTISING • Participation in various consumer exhibition and meetings • Tie-ups with builders / car and other vehicle dealer • Festive loan products • Advertising in TV and Newspapers • Oral Marketing • Ads at various display boards • CSR Initiatives • Social Media
  8. 8. ADVERTISING AND SALES PROMOTION SALES PROMOTION • Loyalty Rewards Program – Online Banking • SBI Cards – Cash Back Offers
  9. 9. MARKET SEGMENTATION • Geographic Segmentation - Metro, Urban, Semi Urban and Rural branches • Psychographic (social class/lifestyle) Segmentation
  10. 10. MARKET SEGMENTATION • Demographic Segmentation
  11. 11. MARKET SEGMENTATION • Segmentation on the basis of wholesale market
  12. 12. SBI HOME LOAN PRODUCT • SBI Home Loan - SBI Easy Home Loan for Loan <= 30L - SBI Advantage Home Loan for Loan > 30L • Features • Purpose • Eligibility • Amount - 40 to 60 times of NMI • Other variants
  13. 13. COMPETITIVE STRATEGIES ADOPTED BY SBI Porter’s five forces model for SBI
  14. 14. COMPETITIVE STRATEGIES ADOPTED BY SBI SBI SWOT Analysis
  15. 15. COMPETITIVE STRATEGIES ADOPTED BY SBI SBI SWOT Analysis • IT Plan by KPMG (consultant) - 2001 • Business Process Reengineering – 2004 • BaNCS (core banking software) by TCS • Effective training methodology - National level Apex Training Institutes - State level learning centers - Case studies, Group Discussions, Project Work etc - E-learning for enhancement of employees’ skills
  16. 16. DISTRIBUTION STRATEGY OF SBI SBI SWOT Analysis • Branches • ATMs • Internet banking • Mobile banking • POS • Kiosk banking
  17. 17. FUTURE DIRECTIONS FOR SBI • Go closer to people as banking habit spreads (Reach masses with customized products) • Sustain customer loyalty • Give better value to customers on deposit side too • Take corrective measures to ensure % of bad loans is below the industry average • Make mobile banking more popular • Think strategically on Data mining/CRM based campaigns.
  18. 18. RESEARCH METHODOLOGY • List of Hypothesis to be tested - H1: All the features of SBI Home Loan including interest rates are in public domain making it the most preferred Home Loan provider. - H2: SBI offers customer centric services pre and post disbursal of home loan. - H3: TV and Newspaper advertisements are important sources of awareness on SBI Home Loan. • Sampling plan and Sampling Size - Sample Size - 63 - Sample plan - Random Sampling Plan
  19. 19. ANALYSIS AND INFERENCE
  20. 20. ANALYSIS AND INFERENCE
  21. 21. ANALYSIS AND INFERENCE
  22. 22. ANALYSIS AND INFERENCE
  23. 23. ANALYSIS AND INFERENCE
  24. 24. ANALYSIS AND INFERENCE
  25. 25. ANALYSIS AND INFERENCE
  26. 26. ANALYSIS AND INFERENCE
  27. 27. ANALYSIS AND INFERENCE
  28. 28. ANALYSIS AND INFERENCE
  29. 29. ANALYSIS AND INFERENCE
  30. 30. ANALYSIS AND INFERENCE
  31. 31. ANALYSIS AND INFERENCE Mean : SBI – 3.94 ICICI – 2.79 HDFC – 2.95 AXIS – 3.08
  32. 32. ANALYSIS AND INFERENCE
  33. 33. ANALYSIS AND INFERENCE Mean : SBI – 3.70 ICICI – 2.87 HDFC – 2.94 AXIS – 2.97
  34. 34. ANALYSIS AND INFERENCE Mean : SBI – 3.29 ICICI – 3.10 HDFC – 3.11 AXIS – 2.89
  35. 35. ANALYSIS AND INFERENCE Mean : SBI – 2.98 ICICI – 3.14 HDFC – 3.19 AXIS – 3.08
  36. 36. ANALYSIS AND INFERENCE Mean : SBI – 3.03 ICICI – 3.11 HDFC – 3.21 AXIS – 3.14
  37. 37. ANALYSIS AND INFERENCE
  38. 38. ANALYSIS AND INFERENCE Mean : SBI – 3.06 ICICI – 3.29 HDFC – 3.30 AXIS – 3.27
  39. 39. ANALYSIS AND INFERENCE
  40. 40. • Features RECOMMENDATIONS • Try to ease the documentation burden on the customer (within the regulatory framework) • Focus more on process automation for efficient Home Loan sanction procedure and reduced TAT • Customer Service • Provide essential training for employees with regular monitoring to be more responsive organization in terms of customer service • Advertisements • Come up with more creative and innovative ways with emphasis on social media to advertise Home Loan product in TV and Newspapers • Create more awareness on Home customers Loan variants among potential
  41. 41. BIBLIOGRAPHY • http://www.sarkaritel.com/state-bank-of-indias-csr-initiatives/ •https://www.onlinesbi.com/osbi_loyalty_pts_faq.html •http://epaper.timesofindia.com/Default/Scripting/ArticleWin.asp?From=Archive&Skin=ETNEW&BaseHref=ETM%2F •http://en.wikipedia.org/wiki/State_Bank_of_India •http://exclusivecoins.blogspot.in/2011/06/23celebrating-two-hundred-years-of.html •http://www.deal4loans.com/sbi-home-loan.php •http://www.goodreturns.in/personal-finance/investment/2013/06/sbi-home-loans-3-reasons-opt-them-182830.htm •http://www.goodreturns.in/personal-finance/planning/2013/03/comparison-the-cheapest-home-loan-rates-in-indi •SBI_ANALYST_PRESENTATION_FY13 Report •Retail Banking : Challenges Ahead in Distribution Channels in Urban/Rural India* - RBI Bulletin •STATE BANK OF INDIA: BATTLING FOR SHARE (Case) •http://www.it-director.com/business/content.php?cid=7081 •Customer segmentation in retail banking- Adkit Research •http://www.sas.com/knowledge-exchange/customer-intelligence/author/davidwallace •http://www.marketing91.com/swot-analysis-sbi/ •http://marketingpractice.blogspot.in/2007/04/brand-update-sbi.html •Retail banking Strategies for the future – Mrs Soundara Kumar (SBI) •http://economictimes.indiatimes.com/state-bank-of-india/shareholding/companyid-11984.cms •http://conclave.intoday.in/conclave/includes/sponsors/sbi-2010.html •Self Marketing – Breaking Dawn of SBI (case)

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