A project report on SBI bank

III
EXCUTIVE SUMMARY
The evolution of State Bank of India can be traced back to the first decade of the 19th century.
It began with the establishment of the Bank of Calcutta on 2 June 1806
We briefly review the main trends that are affecting the global banking industry, underlining the
effects of each of these changes on the risk profile of banks. For the past three decades India’s
banking system has several outstanding achievements to its credit. The most striking is its
extensive reach. It is no longer confined to only metropolitans or cosmopolitans in India. In fact,
Indian banking system has reached even to the remote corners of the country. This is one of the
main reason of India‘s growth process.
The market research survey undertaken at SBI BANK aims to discover preference of various
consumer awareness of the SBI BANK and the different products of the SBI BANK. The
general objective of the survey is to create and expand existing customer’s base and to identify
competition and also emboss SBI BANK in the minds of Indian people.
This project in its endeavor provide a picturesque depiction, aims to boost decision
Making regarding how to aware of bank services and having identify them as prospective
customer.
The methodology through which information has gathered is mainly ready to use customer’s
computerized database. The author of this report filled detailed report, being identified as strong
potential market for SBI BANK and consumer awareness.
This project contains information regarding consumer awareness of 150 respondents of SBI
BANK.

IV
This project report also undertakes different aspects on marketing as well as it is also include all
department thou the project report borings these finding and suggestion to capture still further
area, SBI BANK can think of taking over.

NO SR.
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PARTICULAR PAGE NO
 PREFACE I
 ACKNOWLEDGEMENT II
 EXECUTIVE SUMMARY III
1 INTRODUCATION OF THE SBI
1.1 INTRODUCATION 1
1.2 PURPOSE OF THE STUDY 2
1.3 OBJECTIVE OF THE STUDY 2
1.4 LITERATURE REVIEW 3
1.5 HYPOTHESIS 5
1.6 RESEARCH METHODLOGY 6
1.7 SCOPE OF THE STUDY 9
1.8 SIGNIFICANCE OF THE STUDY 9
1.9 LIMITATION 9
1.10 CHAPTER SCHME 10
2 INTRODUCTION OF THE ORGANIZTION
2.1 INTRODUCTION TO THE BANKING INDUSTRY 11
2.2 BRIEF HISTORY OF THE ORGANIZATION 14
2.3 SUBSIDIARIES, ASSOCIATES OF THE COMPANY 24
2.4 ORGANIZATION STRUCTURE 25
2.5 DEPARTMENT/MANUFACTURING PROCESS 26
2.6 IMPORTANT STATISTICAL INFORMATION 27

3 DATA ANALYSIS AND INTERPRETATION 29
4 FINDINGS AND SUGGESTIONS 45
BIBLIOGRAPHY
ANNEXURE

Hemchandracharya North Gujarat University, Patan
N.P College Of Computer Studies & Management Page 1
1. INTRODUCTION TO THE STUDY
1.1 INTRODUCATION
The world of commercial banking is undergoing a deep transformations a result of marketable
instruments competing with loan sand demand deposits. Because of this strong competition,
commercial banks are struggling to make acceptable margins from their traditional Business
entering into investment banking.
Increasing competition has forced banks to search for more income at the expense of more risk.
Banks that lent heavily to Asia in search of better returns than those available in Western markets
are now being blamed for bad credit decisions. The Asian crisis has renewed interest noncredit
risk management casting doubts on the effectiveness of current credit regulations. Technological
changes have also heightened competition by making it easier to imitate bank services. The
traditional advantage of physical proximity to clients given by extended networks of branches
has vanished. Banks have to compete with money market mutual funds for deposit business,
commercial papers, and medium-term notes for bank loans.
As margins are squeezed, commercial banks in the United States and Europe have been forced to
cut costs and branches while diversifying into pensions, insurance, asset management, and
investment banking. In the United States, many banks call themselves financial service
companies even in their reported financial statements. Diversification, however, has not always
proved to be an effective strategy, and many banks have had to revert to a concentrated business.
These examples illustrate how commercial banks are reinventing themselves, not just once but
Many times. All these changes are creating an identity crisis for old fashioned bankers, leading
to the key question, ―What is a bank today?‖
The question is difficult, but evidence suggests that the concept of banking is being modified and
the traditional barriers among financial service sub industries (retail banking, private banking,
investment banking, asset management, insurance, etc.) are vanishing. Illustrating what an entity

does or serves for often is a useful way to define it. The identity crisis of banks—especially
commercial banks—stems from the deep and rapid changes in their traditional body of activities
(Particularly retail and corporate banking). On the other hand, investment banking, private
banking, and bank assurance are the most profitable and fastest growing segments of the
financial service industry.
1.2 PURPOSE OF THE STUDY
Our Purpose is to be Indian Is SBI benchmarking ourselves against international standards and
best practices in term of product offering, technology, service levels, risk management and audit
& compliance.
The objective is to build sound customer franchise across distinct businesses so as to be a
preferred provider of banking services for target retail and wholesale customer segments, and to
achieve a healthy growth in profitability, consistent with the bank‘s risk appetite. We are
committed to do this while ensuring the highest level of ethical standards, professional integrity,
corporate governance and regulatory compliance.
1.3 OBJECTIVE OF THE STUDY
To have an analysis investor of fixed deposit in Kadi. To accomplish this objective it has been
divided into five.
 To determine reasons behind opting for a fixed deposit.
 To know the most preferred fixed deposit policy.
 To determine customers perception towards corporation bank and their expectation form
private bank.
 To determine the feedback on services provided by a corporation bank.
 To study the types of benefits provided by bank services

1.4 Literature Review
 Suoranta and Mattila indicated that mobile banking is among the most recent financial
channel today. Several authors have further identified the benefits of mobile banking in terms
of ubiquity coverage, flexibility, interactivity, and with greater accessibility compared to
conventional banking channels such as Automated Teller Machine (ATM), and non-mobile
banking (Sim, G.W.H., K.B., & V.H., 2011).
 In the UK, mobile banking is considered to be one of the most value-added and important
mobile services available (Kelly, 2003). However, the adoption rate is yet to be determined.
The study examined both innovative attributes and customers‘ perceived risk in order to
understand customers‘ behavior and motivation toward this innovation. The findings were
found to be helpful to the bankers.
 A Study conducted by Uppal R.K. (Uppal, Feb. 2008) studies the extent of mobile banking
in Indian banking industry during 2000-2007. The study concludes that among all e-channels,
ATM is the most effective while mobile banking does not hold a strong position in public
and old private sector but in new private sector banks and foreign banks m-banking is good
enough with nearly 50 pc average branches providing m-banking services. M-banking
customers are also the highest in e-banks which have positive impact on net profits and
business per employee of these banks. Among all, foreign banks are on the top position
followed by new private sector banks in providing m-banking services and their efficiency is
also much higher as compared to other groups. The study also suggests some strategies to
improve m-banking services.
 A study conducted by Tiwari B. and Herstatt (2006) examine the installation of mobile
banking and mobile financial services provided in Germany and other countries. 50 banks
worldwide have been selected, half of them from Germany during May/June, 2005. From
Indian banks, Bank of Punjab, HDFC, ICIC are dominating, providing mobile-financial
services to their customers. The study explains different ways/methods to provide mobile-
services that contain technical part with some case studies.

 According to Mishra A. K. (Mishra, 2004)1
examined the reasons for the satisfaction of the
customers with the services rendered by the Urban Cooperative Banks. The author described
that, urban cooperative banks are operating in a more competitive environment and therefore,
the need to take care of customer requirements has become more important. The branches of
UCBs must cater to the betterment of the customers. They should also improvise on their
own image, customer satisfaction and their profits. The time norms for specific business
transactions should be displayed prominently in the banking hall so that it attracts the
customers‘ attention. In the ultimate analysis, what is necessary for improving customer
services is the active participation of employees at all levels in the bank functions. The author
also raised some points which can be a plus point for UCBs to impress & attract their
customers. These points are: effective board of management, efficient employees/staff,
cordial personalised services, proper guidance, provision of loan facilities, good systems,
computer systems, prompt services, good work culture, convenient timings, proper clearing
services for outstation cheques and demand drafts, split hour facilities, Sunday working day,
discounting facilities for outstation cheques, and good location of the bank.
1
(http://www.banknetindia.com/banking/mobilebanking.html)

1.5 HYPOTHESIS
Ho: The association of respondent with bank is dependent on his satisfaction level of from bank
services.
H1: The association of respondent with bank is independent on his satisfaction level of from
bank services.
Chi-Square Tests
Value Df Asymp. Sig. (2-sided)
Pearson Chi-Square 46.303a
20 .001
Likelihood Ratio 41.553 20 .003
Linear-by-Linear Association
2.044 1 .153
N of Valid Cases 150
a. 19 cells (63.3%) have expected count less than 5. The minimum expected count is .09.
Here the significance value of chi-square test is 0.01 which is less than 0.05. So Null hypothesis
is rejected. It means that the association of respondent with bank is independent on his
satisfaction level of from bank services.

1.6 RESEARCH METHODLOGY
 OBJECTIVE OF MARKETING RESEARCH
PRIMARY OBJECTIVE
The main objective of research is to analyze the consumer awareness of STAT BANK OF
INDIA market comparison of the players in the market. To find out the perception, satisfaction
and acceptance level of the STAT BANK OF INDIA in the market.
SECONDARY OBJECTIVE
 The primary target of the market research was to find out preference of people towards
bank.
 Studies the facilities provide to the consumer by bank.
 RESEARCH DESIGN
―Research design is the plan, structure and strategy of investigation conceived so as obtain
answer to research to question and to control variance. ‖
The definition consists of three important terms – plans, structure and strategy. The plan is an
outline of the research scheme on which the researcher is to work. The structure or research is a
more specific outline or the scheme and the strategy shows how the research will be carried out,
specifying the method to be used in the collection and analysis of data.

 TYPE OF RESEARCH DESIGN
 DESCRIPTIVE RESEARCH DESIGN
Descriptive studies are under taken in much circumstance. When the researcher is invested in
knowing the characteristics of certain group such as age, sex, educational level or income,
descriptive study may be necessary. Other cases when a descriptive study could be taken up are
when he is interested in knowing the proportion of people in a given population who have
behaved in a particular manner, making projection of certain thing or determining the
relationship between two or more variables. The objective of such a study is to answer the ― who,
what, when, where and how ‖ of the subject under investigation.
There is general feeling that descriptive studies are factual and very simple. This is not
necessarily true. Descriptive study can be complex, demanding a high degree of scientific skill
on the part other research
A two part of descriptive research design
 Cross sectional
 Longitudinal
In this survey we have used Cross Sectional Design
 CROSS SECTIONAL DESIGN
Descriptive design gives the present picture of the situation at a given point of time A cross
sectional study is a connected will a sample of elements from a given population. Thus it may
deal with house holding, dealer, retail store or other entities. Data on the number of
characteristics from the sample element are collected and analyzed. Cross sectional studies are if
two type – field studies and survey. Although the distraction between them is not clear cut, there
are some practical difference which needs different techniques and skills.

 RESEARCH APPROACH
Basically there are two approach in collection of primary data
 Survey
 Observation
We have used survey in our research Survey there four method by which data can be collection
in a survey. The methods are – Personal survey, Mail survey, Telephone survey and Computer
survey. We have used Personal Survey.
 RESEARCH INSTRUMENT
Marketing research has a choice of to main research instrument in collection primary data:
questionnaires and mechanical devise. In my marketing survey I have used questionnaires for
collection primary data.
Questionnaire constitutes the most prevailing method of information method among the
communication method used. Both structure and unstructured questionnaire is used in marketing
research. Different scale of measurement can be conducted and used to capture appropriately the
strength of audience response
We have used structure questionnaires.
A structure Questionnaire is a formal list of questions framed so as to get the fact. The interview
asks the question strictly in accordance with a per – arranged order. If for example the market
researcher is interested in working the amount of expenditure incurred on different type of
clothing i.e. cotton woolen or synthetic, by different household classified according to their
incomes he may frame a set of questions seeking this factual information. If the marketing
researcher appoints some interviewer to collect information on his behalf, the interviewers are
expected to adhere to the same order in asking the question as contained in the questionnaire.
Structure questionnaire is one where the listing of questions is in a prearranged order and where
to the object of inquiry is revealed to the respondent.

 SAMPLE SIZE & AREA
One has to decide how many elements of the target population are to be chosen. We have chosen
a sample size of 150 respondents.
1.7 SOCPE OF THE STUDY
A big boom has been witnessed in bank in recent times. A large number of new players have
entered the market and are trying to gain market share in this rapidly improving market. In focus
and the various segments that it caters to. The study then goes on to evaluate and analyze the
findings so as to present a clear picture of trends in the banking sector.
1.8 SIGNIFICANCE OF THE STUDY
Significance the geographical scope of the study is restricted to Bhubaneswar only with sample
size of 2000people.All the analysis and suggestions are based on the analysis of the both primary
and secondarydata.Therefore the scope of the study revolves around the following aspects:-
 Consumer perception towards Advance Product.
 Consumer awareness about Advance Product scheme and its benefit.
 Aware the Bank about the customer problems, especially in case of automobile sector.
1.9 LIMITATION OF RESARECH
Study report may feel constraint from following factors.
 Lack of experience
 Lack of time period

1.10 CHAPTER SCHEME
1. Introduction
We are cover in introduction such as:
1.1 Introduction of the study
1.2 Purpose of the study
1.3 Objectives of the study
1.4 Hypothesis of the study
1.5 Research methodology
1.6 Scope of the study
1.7 Significance of the study
1.8 Limitation
1.9 Basic concept
2. Data analysis and interpretation
In this chapter we cover the data analysis by tables, graphs and interpretation.
3. Finding and observation
The finding and observation from the study are included here.
4. Conclusion and suggestions
The conclusions and suggestions from the study are described here.
Bibliography
The books and Websites we use are described in this topic.
Appendix
In Appendix a copy of Questionnaire is included.

2. INTRODUCTION TO THE ORGANISATION
2.1 INTRODUCTION OF THE BANKING INDUSTRY
Nationalized banks such as State Bank Of India (SBI), though pygmies in the international
banking market, are banking behemoths of India. They have branches spread over the entire
length and breadth of the country. SBI in particular is all-pervasive enjoying a sprawling network
of 9000 branches. Its blue and white shingle is visible to the smallest hamlet. It has assets
understood to be worth about Rs2, 22,500 crore ($52 billion). SBI has a very conservative
approach to accounting particularly when it comes to declaration of its assets. Probably modesty
does not permit the bank to exhibit its strengths. In particular, it has real estate properties some
of which are heritage sites all over the country. These are estimated to collectively command a
value of Rs.30,000 crores. This, it is believed, does not get reflected in its book of accounts.
SBI enjoys a monopoly of the government business. The Reserve Bank of India owns about 60%
of the bank‘s equity. To its credit, SBI mobilized $4.2 billion through the Resurgent India Bonds
(RIB) issue in just 3 months down the post-Pokhran sanction period. This was the difficult time
when the international credit rating agencies had downgraded the country. SBI, time and again,
does a rescue act in the forex market to contain any volatility of the rupee.
SBI was formed under the SBI Act in 1955 with the takeover of Imperial Bank and
amalgamation of Bank of Bengal, Bank of Bombay, and Bank of Madras. The government
mopped up around 93% of the equity, leaving 7% to private ownership. By this act the equity of
RBI cannot be diluted below 55%.
SBI enjoys a pool of best managerial talent, assured government business, a countrywide
network of branches and strong brand credibility in the Indian market.
But, that numero Uno position is sliding with the entry of sleeker private and foreign banks into
the Indian Banking scene. The bank is continuously restructuring itself and for this, they even
hire the services of foreign consultants but the pace has to be hastened.

With the government offering an assured business, nationalized banks and State Bank of India in
particular should not take a complacent view. They should evolve service-intensive products and
make their employees customer-friendly. With competition from private and foreign banks
knocking at the door, the banks should realize, size is no more an insurance against the onslaught
of competition from sleek private and foreign banks. A revolutionary approach to privatize
ownership is the need of the hour.
Virtual Banking:
SBI has yet to computerize its operations and network all its branches. The computers currently
available serve only to relieve the burden of the clerical staff of maintaining manual ledgers and
not to penetrate into areas of customer service. ATMs, Anytime-Anywhere, round the clock and
telephone banking is still a far cry. These computers at the best remain only as desk ornaments.
With the New Telecom Policy (NTP) almost in place, telecom sector will soon be revolutionized.
E-commerce, telephone banking, consumer banking, Internet banking, insurance et al are waiting
just around the corner. At least in major metros, virtual banking will soon take-over from the
brick-mortar banks.
Privatization and Credit disbursement:
Talks about privatization of the bank‘s ownership have been initiated but the SBI act of 1955
does not permit RBI‘s ownership to be diluted to below 55%. This act is outdated and needs to
be re-addressed. However, efforts have been initiated by SBI to privatize its non – banking
subsidiaries like SBI Caps, SBI Gilts, SBI Funds Management, where SBI‘s holding is about
85% of the equity. But the pace has to be hastened so that investments thus released can migrate
to more important areas like development of new technologies and products in customer service
and service intensive areas. Privatization also helps to professionalize the banks‘ day-to-day
operation, which will allow the management more freedom in decision making during credit
disbursement.
To aid privatization and effect a better price realization, the bank is attempting to change – over
its accounting and reporting procedures to comply with US – GAAP norms. This is a prerequisite
for trying out the ADR route, as it is known that US market is by far the undisputed biggest

market and can offer the best price. At the moment, the SBI stock is undervalued at Rs.240
whereas experts expect Rs.300 would be a more realistic value. Action on this front at blitzkrieg
pace is the need of the hour.
Manpower Retraining and not Retrenchment:
As a hangover of the past socialistic mindset, all the nationalized banks have excess workforce.
This is indeed a hot potato for the management of many enterprises and is therefore being
handled with kid gloves. In India, it is everyone‘s worry to look at business as a source of
employment, while making money is secondary. In this ocean of manpower, every institution
does have its share of highly skilled and talented manpower, which contribute to asset building.
It is the semi skilled manpower having outdated skills, which form the excess baggage. All banks
must invest in re-training the manpower so that they can migrate from the areas that will be
vacated by computerization. The level of Non-Performing-Assets (NPAs) is still at very high
levels and to start with, some of this excess manpower can cover areas of debt recovery.
At the same time, one should also take note of the flight of talent from these nationalized banks
to newly set-up private and foreign banks. And, it is these new banks‘ top officials after
migrating from the government banks are targeting at the top corporate clients and thus poaching
into the corporate business, which has been the mainstay of the nationalized banks. This will
soon become a problem of serious proportion unless the banks initiate steps to stem the flow. It is
difficult, to exclusively address the problem of excess manpower by schemes such as voluntary
retrenchment scheme (VRS) because while attempting to remove dead wood, talent also takes an
exit. Many industries have faced this problem. Also it will be over simplicity to state that the
salaries should be raised because that will only start a wage war. Instead, the banks should
involve the services of international consultants specialized in this field and take a holistic view
of the problem. Retraining and Rationalization of manpower commands higher priority over
Retrenchment of manpower.

New Products and New technologies:
Nationalized banks have generally been preoccupied with treasury business. The new product
areas that require greater penetration are personal banking, housing finance, consumer durable
finance, auto-finance, internet banking, insurance, telephone banking et al. Development of these
new areas call for heavy investments and this cash - flow can only generated by privatization. In
addition, surplus manpower once retrained can be absorbed in the new ventures.
All nationalized banks and SBI in particular has the advantage of vast network of branches and
can therefore carry the new business to the remotest corner, but to make this presence felt the
banks have to move at blitzkrieg pace.
The bottom line is that, even when all political parties are committed to privatization, somehow
there is no exhibition of pace. It is time to be taken in by a revolution called "Privatization of
Ownership".
2.2 BRIEF HISTROY OF THE ORGANIZATION
The origin of the State Bank of India goes back to the first decade of the nineteenth century
with the establishment of the Bank of Calcutta in Calcutta on 2 June 1806. Three years later the
bank received its charter and was re-designed as the Bank of Bengal (2 January 1809). A unique
institution, it was the first joint-stock bank of British India sponsored by the Government of
Bengal. The Bank of Bombay (15 April 1840) and the Bank of Madras (1 July 1843) followed
the Bank of Bengal. These three banks remained at the apex of modern banking in India till their
amalgamation as the Imperial Bank of India on 27 January 1921.
Primarily Anglo-Indian creations, the three presidency banks came into existence either as a
result of the compulsions of imperial finance or by the felt needs of local European commerce
and were not imposed from outside in an arbitrary manner to modernize India's economy. Their
evolution was, however, shaped by ideas culled from similar developments in Europe and
England, and was influenced by changes occurring in the structure of both the local trading
environment and those in the relations of the Indian economy to the economy of Europe and the
global economic framework.

Bank of Bengal H.O.
Establishment
The establishment of the Bank of Bengal marked the advent of limited liability, joint-stock
banking in India. So was the associated innovation in banking, viz. the decision to allow the
Bank of Bengal to issue notes, which would be accepted for payment of public revenues within a
restricted geographical area. This right of note issue was very valuable not only for the Bank of
Bengal but also its two siblings, the Banks of Bombay and Madras. It meant an accretion to the
capital of the banks, a capital on which the proprietors did not have to pay any interest. The
concept of deposit banking was also an innovation because the practice of accepting money for
safekeeping (and in some cases, even investment on behalf of the clients) by the indigenous
bankers had not spread as a general habit in most parts of India. But, for a long time, and
especially up to the time that the three presidency banks had a right of note issue, bank notes and
government balances made up the bulk of the invertible resources of the banks.
The three banks were governed by royal charters, which were revised from time to time. Each
charter provided for a share capital, four-fifth of which were privately subscribed and the rest
owned by the provincial government. The members of the board of directors, which managed the
affairs of each bank, were mostly proprietary directors representing the large European managing
agency houses in India. The rest were government nominees, invariably civil servants, one of
whom was elected as the president of the board.

Group Photograph of Central Board (1921)
Business
The business of the banks was initially confined to discounting of bills of exchange or other
negotiable private securities, keeping cash accounts and receiving deposits and issuing and
circulating cash notes. Loans were restricted to Rs.one lakh and the period of accommodation
confined to three months only. The security for such loans was public securities, commonly
called 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 per cent. Loans against goods like opium,
indigo, salt woollens, cotton, cotton piece goods, mule twist and silk goods were also granted but
such finance by way of cash credits gained momentum only from the third decade of the
nineteenth century. All commodities, including tea, sugar and jute, which began to be financed
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 the mortgage of houses, land or other real property was, however,
forbidden.
Indians were the principal borrowers against deposit of Company's paper, while the business of
discounts on private as well as salary bills was almost the exclusive monopoly of individuals
Europeans and their partnership firms. But the 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 of stability to the prices of government securities.

Old Bank of Bengal
Major change in the conditions
A major change in the conditions of operation of the Banks of Bengal, Bombay and Madras
occurred after 1860. With the passing of the Paper Currency Act of 1861, the right of note issue
of the presidency banks was abolished 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 banks had 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 given them such authority. But as soon as the three presidency bands were assured of the
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 branches, agencies and sub agencies
of the three presidency banks covered most of the major parts and many of the inland trade
centers in India. While the Bank of Bengal had eighteen branches including its head office,
seasonal branches and sub agencies, the Banks of Bombay and Madras had fifteen each.

Bank of Madras Note Dated 1861 for Rs.10
Presidency Banks Act
The presidency Banks Act, which came into operation on 1 May 1876, brought the three
presidency banks under a common statute with similar restrictions on business. The proprietary
connection of the Government was, however, terminated, though the banks continued to hold
charge of the public debt offices in the three presidency towns, and the custody of a part of the
government balances. The Act also stipulated the creation of Reserve Treasuries at Calcutta,
Bombay and Madras into which sums above the specified minimum balances promised to the
presidency banks at only their head offices were to be lodged. The Government could lend to the
presidency banks from such Reserve Treasuries but the latter could look upon them more as a
favor than as a right.
Bank of Madras

The decision of the Government to keep the surplus balances in Reserve Treasuries outside the
normal control of the presidency banks and the connected decision not to guarantee minimum
government balances at new places where branches were to be opened effectively checked the
growth of new branches after 1876. The pace of expansion witnessed in the previous decade fell
sharply although, in the case of the Bank of Madras, it continued on a modest scale as the profits
of that bank were mainly derived from trade dispersed among a number of port towns and inland
centerof the presidency.
India witnessed rapid commercialization in the last quarter of the nineteenth century as its
railway network expanded to cover all the major regions of the country. New irrigation networks
in Madras, Punjab and Sind accelerated the process of conversion of subsistence crops into cash
crops, a portion of which found its way into the foreign markets. Tea and coffee plantations
transformed large areas
of the eastern Terrains, the hills of Assam and the Nigeria into regions of estate agriculture par
excellence. All these resulted in the expansion of India's international trade more than six-fold.
The three presidency banks were both beneficiaries and promoters of this commercialization
process as they became involved in the financing of practically every trading, manufacturing and
mining activity in the sub-continent. While the Banks of Bengal and Bombay were engaged in
the financing of large modern manufacturing industries, the Bank of Madras went into the
financing of large modern manufacturing industries; the Bank of Madras went into the financing
of small-scale industries in a way which had no parallel elsewhere. But the three banks were
rigorously excluded from any business involving foreign exchange. Not only was such business
considered risky for these banks, which held government deposits, it was also feared that these
banks enjoying government patronage would offer unfair competition to the exchange banks
which had by then arrived in India. This exclusion continued till the creation of the Reserve
Bank of India in 1935.

Bank of Bombay
Presidency Banks of Bengal
The Presidency Banks of Bengal, Bombay and Madras with their 70 branches were merged in
1921 to form the Imperial Bank of India. The triad had been transformed into a monolith and a
giant among Indian commercial banks had emerged. The new bank took on the triple role of a
commercial bank, a banker's bank and a banker to the government.
But this creation was preceded by years of deliberations on the need for a 'State Bank of India'.
What eventually emerged was a 'half-way house' combining the functions of a commercial bank
The establishment of the Reserve Bank of India as the central bank of the country in 1935 ended
the quasi-central banking role of the Imperial Bank. The latter ceased to be bankers to the
Government of India and instead became agent of the Reserve Bank for the transaction of
government business at centres at which the central bank was not established. But it continued to
maintain currency chests and small coin depots and operate the remittance facilities scheme for
other banks and the public on terms stipulated by the Reserve Bank. It also acted as a bankers'
bank by holding their surplus cash and granting them advances against authorized securities. The
management of the bank clearing houses also continued with it at many places where the
Reserve Bank did not have offices. The bank was also the biggest tendered at the Treasury bill
auctions conducted by the Reserve Bank on behalf of the Government.
The establishment of the Reserve Bank simultaneously saw important amendments being made
to the constitution of the Imperial Bank converting it into a purely commercial bank. The earlier

restrictions on its business were removed and the bank was permitted to undertake foreign
exchange business and executor and trustee business for the first time.
Imperial Bank
The Imperial Bank during the three and a half decades of its existence recorded an impressive
growth in terms of offices, reserves, deposits, investments and advances, the increases in some
cases amounting to more than six-fold. The advances, the increases in some cases amounting to
more than six-fold. The financial status and security inherited from its forerunners no doubt
provided a firm and durable platform. But the lofty traditions of banking which the Imperial
Bank consistently maintained and the high standard of integrity it observed in its operations
inspired confidence in its depositors that no other bank in India could perhaps then equal. All
these enabled the Imperial Bank to acquire a pre-eminent position in the Indian banking industry
and also secure a vital place in the country's economic life.
Stamp of Imperial Bank of India
When India attained freedom, the Imperial Bank had a capital base (including reserves) of
Rs.11.85 crores, deposits and advances of Rs.275.14 cores and Rs.72.94 crores respectively and
a network of 172 branches and more than 200 sub offices extending all over the country.
First Five Year Plan
In 1951, when the First Five Year Plan was launched, the development of rural India was given
the highest priority. The commercial banks of the country including the Imperial Bank of India
had till then confined their operations to the urban sector and were not equipped to respond to the
emergent needs of economic regeneration of the rural areas. In order, therefore, to serve the

economy in general and the rural sector in particular, the All India Rural Credit Survey
Committee recommended the creation of a state-partnered and state-sponsored bank by taking
over the Imperial Bank of India, and integrating with it, the former state-owned or state-associate
banks. An act was accordingly passed in Parliament in May 1955 and the State Bank of India
was constituted on 1 July 1955. More than a quarter of the resources of the Indian banking
system thus passed under the direct control of the State. Later, the State Bank of India
(Subsidiary Banks) Act was passed in 1959, enabling the State Bank of India to take over eight
former State-associated banks as its subsidiaries (later named Associates).
The State Bank of India was thus born with a new sense of social purpose aided by the 480
offices comprising branches, sub offices and three Local Head Offices inherited from the
Imperial Bank. The concept of banking as mere repositories of the community's savings and
lenders to creditworthy parties was soon to give way to the concept of purposeful banking sub
serving the growing and diversified financial needs of planned economic development. The State
Bank of India was destined to act as the pacesetter in this respect and lead the Indian banking
system into the exciting field of national development
The Bank is actively involved since 1973 in non-profit activity called Community Services
Banking. All SBI branches and administrative offices throughout the country sponsor and
participate in large number of welfare activities and social causes. SBI business is more than
banking because we touch the lives of people anywhere in many ways. SBI commitment to
nation-building is complete & comprehensive.
TECHNOLOGY UPGRADATION
SBI‘s Information Technology Programme aims at achieving efficiency in operations, meeting
customer and market expectations and facing competition. SBI achievements are summarized
below:
FULL BRANCH COMPUTERISATION (FCBs): All the branches of the Bank are now fully
computerized. This strategy has contributed to improvement in customer service.

ATM SERVICES: There are 5290 ATMs on the ATM Network. These ATMs are located in 1721
centers spread across the length and breadth of the country, thereby creating a truly national
network of ATMs with an unparalleled reach. Value added services like ATM locator, payment
of fees for college students, multilingual screens, voice over and drawl of cash advance by SBI
credit card holders have been introduced.
INTERNET BANKING (INB): This on-line channel enables customers to access their account
information and initiate transactions on a 24x7, boundary less basis. 2225 branches, covering 555
centers are extending INB service to their customers. All functionalities other than Cash and
Clearing have been extended to individual retail customers. A separate Internet Banking Module
for Corporate customers has been launched and available at 1305 branches. Bulk upload of data
for Corporate, Inter-branch funds transfer for Retail customers, Online payment of Customs duty
and Govt. tax, Electronic Bill Payment, SMS Alerts, E-Poll, IIT GATE Fee Collection, Off-line
Customer Registration Process and Railway Ticket Booking are the new features deployed.
GOVT. BUSINESS: Software has been developed and rolled out at 7785 fully computerized
branches. Electronic generation of all reports for reporting, settlement and reconciliation of Govt.
funds is available.
STEPS: Under STEPS, the bank's electronic funds transfer system, the Products offered are
eTransfer (eT), realization (eR), debit (CMP) and ATM reconciliation. STEPS handle payment
messages and reconciliation simultaneously.
SEFT: SBI has launched the Special Electronic Fund Transfer (SEFT) Scheme of RBI, to
facilitate efficient and expeditious Inter-bank transfer of funds. 241 branches of our Bank in
various LHO Centres are participating in the scheme. Security of message transmission has been
enhanced.
MICR Centre: MICR Cheque Processing systems are operational at 16 centre viz. Mumbai,
New Delhi, Chennai, Kolkata, Vadodara, Surat, Patna, Jabalpur, Gwalior, Jodhpur, Trichur,
Calicut, Nasik, Raipur, Bhubaneswar and Dehradun.

Core Banking: The Core Banking Solution provides the state-of-the-art anywhere anytime
banking for our customers. The facility is available at 1012 branches.
Trade Finance: The solution has been implemented, providing efficiency in handling Trade
Finance transactions with Internet access to customers and greatly enhances the bank's services
to Corporate and Commercial Network branches. This new Trade Finance solution,
EXIMBILLS, will be implemented at all domestic branches as well as at Foreign offices engaged
in trade finance business during the year.
WAN: The bank has set up a Wide Area Network, known as SBI connect, which provides
connectivity to 4819 branches/offices of SBI Group across 385 cities as at 31st March 2008. This
network provides across the board benefits by providing nationwide connectivity for its business
applications.
2.3 SUBSIDIARIES,ASSOCIATES OF THE COMPANY
ASSOCIATE BANKS OF SBI AND IT‘S BUSINESS State Bank of India has the
following six Associate Banks (ABs)with controlling interest ranging from 75% to 100%.
1. State Bank of Bikaner and Jaipur (SBBJ)
2. State Bank of Hyderabad (SBH)
3. State Bank of Indore (SBIr)
4. State Bank of Mysore (SBM)
5. State Bank of Patiala (SBP)
6. State Bank of Travancore (SBT)
The six abs have a combined network of 4502 branches in India which are
fully computerized and 2410 atms networked with sbiatms, providing value added
services to clientele. The combined net profit of these banks increased by 12% over
the previous year to reach rs.2277.69 crores. Deposits and advances grew by
19% and 22%, respectively, during the year. The combined net npa ratio of all abs was at
0.61% as on 31st march 2008.thehighlights of performance of the six abs for the year

2.4 ORGANIZATION STRUCTURE
CHAIRMAN
DMD: DEPUTY MANAGING CCO: CHIEF CORPORATE
DIRECTOR OFFICER
CFO: CHIEF FINANE CB: CORE BANKING
OFFICER
NB: NON BANKING IB: INTERNATIONAL BANKING
DMD & CCO
DMD & CFO
DMD & CDO
DMD CORPORATE
STRATEGY & NEW
BUSINESS
DMD (IT)
CHIF ECONOMIC
ADVISOR
CVO
DMD RURAL & AGRI
BUSINESS GROUP
MD & GE
(CB)
MD & GE
(NB)
DMD & GE
(TRESASURY
& MARKETS
DMD & GE
(ASSOCIATES
& SUBSIDIARIES
DMD (I & MA)
(Located at Hyderabad)

2.5 DEPARTMENT / MANUFACTUREING PROCESS

2.6 IMPORTANT STATICAL INFORMATION
General Shareholder Information
Number of shareholders as on 30.9.2004 was 5.61 lacs. The shareholding pattern was as under.
SHARE HOLDERS PERCENTAGES
Reserve Bank of India 59.73 %
Non-residents (FIIs, OCBs, NRIs) 19.83 %
Banks, FIs including insurance companies 6.21 %
Mutual funds/UTI 6.47 %
Domestic companies/private corporate bodies/trusts 1.79 %
Resident individuals 5.97 %
ASSOCIATE BANKS
State Bank of India has the following seven Associate Banks (ABs) with controlling interest
ranging from 75% to 100%.
1. State Bank of Bikaner and Jaipur (SBBJ)
2. State Bank of Hyderabad (SBH)
3. State Bank of Indore (SBIr)
4. State Bank of Mysore (SBM)
5. State Bank of Patiala (SBP)
6. State Bank of Saurashtra (SBS)
7. State Bank of Travancore (SBT)

As on 31st
march, 2013 the financial information of State bank of India is given as under
Financial Details RS (in crore)
Capital 631.47
Borrowings 51,727.41
Deposits 5,37,403.94
Investments 1,89,301.27
Advances 4,16,768.19
Profit 6,729.55
Source :
balance sheet and profit and loss accounts schedule of state bank of India from annual reports of
year ending 31st
march, 2013

3. DATA ANALYSIS AND INTERPRETATION
1 . Since How many years do you have account with SBI bank?
Objective: To know the since how many years consumer possess SBI bank account.
INTERPRETAION:
Most of SBI holder is possess account since two years.39.33% So it is a most preferable since
two years and it is highly joint the SBI Bank in two years.
particular frequency Percentage
One year 27 18
Two year 59 39.33
Three year 20 13.33
Four year 14 9.33
Five year 13 8.67
More than five-year 17 11.33
Total 150 100
18.00
39.3313.33
9.33
8.67 11.33 One year
Two year
Three year
Four year
Five year
More than fiveyear

2. .Do you think bank caters all your banking needs?
Objective: To know how many consumer are satisfied with SBI banking needs.
INTERPRETATION:
Here Out of 150 SBI account holder 139 account holder satisfied with banking needs which is
92.67% and 11 account holder not satisfied with banking needs which is 7.33%. So that 92.67%
SBI account holder are the most prefer SBI banking needs.
Yes 139 92.67
No 11 7.34
Total 150 100
92.67
7.33
0
10
20
30
40
50
60
70
80
90
100
Yes
No

3. Are you aware of products & services provided by SBI?
Objective: To know the how many consumer are aware of product and services provided
by SBI.
particular Frequency Percentage
Yes 145 96.67
No 5 3.33
Total 150 100
INTERPRETATION:
Here out of 150 SBI account holder 145 account holder are aware of products and services
provided by SBI which is 96.67% and 5 account holder are not aware of products and services
provided by SBI which is 3.33%. So that 96.67% account holder are very strong awareness of
products and services provided by SBI.
96.67
3.33
Yes
No

4. On which bank you depend for your regular transaction?
Objective: TO know on which bank consumer are depend for his regular transaction.
SBI 150 100
ICICI 0 0
HDFC 0 0
OTHER Bank 0 0
Total 150 0
INTERPRETATION:
Here out of 150 account holder to 150 account holder are regularly transact in to the SBI bank
services. so it is very beneficial for the SBI bank and it is advantage for the SBI bank services in
terms of regular Transaction.
100
0 00
SBI
ICICI
HDFC
OTHER Bank

5. What kind of account do you maintain with this bank?
Objective: To know which type of account consumer are most prefer with this
bank.
current Account 74 49.33
Saving account 59 39.33
Loan account 3 2
De-Mat account 7 4.67
Credit account 7 4.67
Total 150 100
INTERPRETATION:
Here Current account are most maintain with The SBI Account with 49.033% . So the current
account most prefer by the SBI holder and Another account facilities like saving account, loan
account,de-mat Account Credit account need improvement in the SBI bank.
0
5
10
15
20
25
30
35
40
45
50
49.33
39.33
2.00
4.67 4.67
Series1
Series2

6. Which of the following facilities have given more importance in your bank?
Objective: To know which of the facilities have given more importance in SBI bank.
Loan Facilities 25 16.67
O/D Facilities 20 13.33
ATM Facilities 83 55.33
Credit Card Facilities 11 7.33
Other Facilities 11 7.33
Total 150 100
INTERPRETATION:
Here ATM Facilities More importance In SBI bank with 55.33% .So the ATM facilities is most
prefer by SBI holder and another facilities is very poor in the SBI bank.
16.67
13.33
55.33
7.33 7.33
0
10
20
30
40
50
60
Loan Facilities O/D Facilities ATM Facilities Credit Card
Facilities
Othar Facilities
Series1

7.Which bank you most prefer for online banking service.
Objective: To examine the which bank consumer most prefer for online banking services.
ICICI 9 6
SBI 93 62
HDFC 39 26
OTHERS 9 6
TOTAL 150 100
INTERPRETATION:
Here SBI bank most prefer for online banking services which is 62%. .
So SBI online banking services most accepted by SBI holder because Of the best services given
by the SBI in term of online services.
ICICI, 6
SBI , 62
HDFC, 26
OTHERS, 6

8. . What do you feel about likert scale service quality of your bank?
Objective: To check the level of satisfaction from the of you of the respondent.
Highly Satisfied 45 30
Satisfied 82 54.67
Moderate 20 13.33
Dissatisfied 2 1.33
Highly Dissatisfied 1 0.67
Total 150 100
INTERPRETATION:
Here likert scale service quality of SBI bank is satisfied which is 54.67% And It is very high.
On the above chart SBI holder is Satisfied with the service quality provided by SBI bank.
30.00
54.67
13.33
1.33
0.67
Highly Satiseied
Satisfied
Moderate
Disssatisfied
Highly DissSatiseied

9. . Would you recommend this bank to your friends, relatives, associates? Why?
Objective: To know consumer are recommended or not SBI bank to friends, Relatives and
associates for SBI services.
Yes 78 52
NO 72 48
total 150 100
INTERPRETATION:
Here most recommend SBI bank to the friends, relatives, associate with 52%.
78
52
1
2

10.please select the reason applicable which online banking.
Objective: To know why consumer are selecting online banking.
Convenience 80 53.33333
To Save time 34 22.66667
24 Hours Access to Accounts 33 22
Other 3 2
Total 150 100
INTERPRETATION:
Here convenience reason applicable for selecting online banking is
most prefer by SBI holder which is 53.33% .
53.33
22.67
22.00
2.00
Convenience
To Save time
24 Hours Access to
Accounts
Other

11.How often do you use our online service?
Objective: To know how often SBI account holder use SBI online services.
one day 35 23.33333
two days 61 40.66667
three days 30 20
More than three days 24 16
Total 150 100
INTERPRETATION:
Here SBI online service most use is more than three days which is 40.67%. This is most high to
one, two , three days in terms of the use the services.
23.33
40.67
20.00
16.00
one day
two days
three days
More than three days

12.Which online features do you use regularly please select all that apply?
Objective: To know which online features SBI holders use regularly.
Pay bills 66 44
Make on account inquiry 47 31.33333
Transfer fund between accounts 23 15.33333
Wire transfers 3 2
Process payrolls 8 5.333333
Order cheque Books 3 2
Total 150 100
INTERPRETATION:
Here Pay bills is very high use in terms of regular basis which is 44.00%.so pay bills is high
regularly use by SBI holder.
44.00
31.33
15.33
2.00
5.33
2.00
0
5
10
15
20
25
30
35
40
45
50
Yes No N/O Total Process
payrolls
Ordar
cheque
Books
Series1
Series2

13.please rate the following online features.(out of nine)
Objective: To examine how much give to the online features by the SBI account holders.
particular Excellent Good Neutral Poor N/A
Bill payment 60 86 2 0 0
E-alerts 49 77 22 0 0
Wire transfer 20 64 59 6 1
Step payment 28 51 55 13 3
balance inquiry 48 41 34 20 6
Check image 30 52 42 12 13
Retrieval ordering 22 67 43 9 9
cash retrieving 29 77 34 3 7
Bank statement 49 54 29 9 3
INTERPRETATION:
Here the rate of online features are most prefer by SBI holder in terms Of excellent feature is
60.so the bill payment is possess high rate Given by SBI holder which is 60.
0
10
20
30
40
50
60
70
80
90
100
Series1
Series2
Series3
Series4
Series5

14.Would you use your mobile phone to do your banking?
Objective: With more usage of service the satisfaction level of an account holder
amplify.
Yes 102 68
No 44 29.33
N/O 4 2.67
Total 150 100
INTERPRETATION:
Here mobile phone to do use SBI banking by SBI holder is 68% in Terms of online SBI
banking.
68.00
29.33
2.67
Yes
No
N/O

15. Which of the following mobile banking features you like to use? please select
all that apply.
Objective: To know which of the mobile banking features SBI account holders like to use .
Balance inquiry 78 52
Utility Bill payment 40 26.66
e-mail & text alerts 9 6
order cheque books 9 6
internal account transfer 14 9.33
Total 150 100
INTERPRETATION:
Here Balance inquiry in mobile banking are most accepted by SBI Holder with 52% in terms of
features SBI holder likes to use.
52.00
26.67
6.00
6.00
9.33
Balance inquiry
Utility Bill payment
e-mail & text alerts
order cheque books
internal account transfer

16. Have you ever visited bank branches after using our online banking?
Objective: To find how SBI account holders ever visited bank branches after
using SBI online banking.
yes 107 71.33333
no 43 28.66667
Total 150 100
INTERPRETATION:
Here the 71.33% SBI holder ever visited bank branches after using SBI online banking which Is
high in terms of visit the bank branches After using SBI online banking .
71.33
28.67
1
2

3. Findings of the survey:
 Most of people are having Saving Bank A/C in more than one bank. 39.33 people have
their SBI A/C only in SBI.
 SBI is considered the fastest bank
 SBI is the most trusted bank and it was found that all of the A/C holders say that SBI is
the most prestigious bank and ATM centers of SBI are most available than any other
bank.
 Only 26% of people surveyed say that SBI employees are co-operative when compared to
other banks.
 More than half persons have ATM card that‘s good as it can increase the swiftness of
services.
 Most of the customers surveyed find ATM facility satisfactory.
 All ATM card holders find the operating system easy
 89% people do not use their ATM card in other banks‘ ATM centre and its Reasons given
by the respondents:
o Charges levied by the bank
o SBI‘S ATM centers are available everywhere in nearby area.
 61% of the people surveyed are unaware to the service of Net/Mobile banking
 90% of the people who are aware to the service do not use Net/Mobile Banking. The
reasons given by the respondents are:
o Unawareness to the Internet.
o Do not need
o Fear of fraud
 60% people are unaware of the availability of Any Branch Banking Facility
 55% of the people who are aware to the availability of the Any Branch Banking (ABB)
facility use it.
 80% of the people surveyed say that the employees are cooperative which is good for SBI
 92% people say Yes they get their problems solved, however most of the people surveyed
say they never faced problems.
 96% of the people surveyed are happy with the services of SBI.
 Most of people agree that SBI is No. 1 bank in KADI.

Recommendations:
 Though most of people consider SBI faster than other banks but private sector banks
which are new are also in competition.
 SBI needs to increase its performance in the matter of cooperativeness
 Many ATM card holders complain that ATM Centre of kadi branch often remains out of
order so they have to face problems, so SBI should take care of that.
 SBI needs to educate its customer about its services. AWARE
 SBI needs to advertise more about its services.
 When all the A/C holders will be knowing the facility (ABB) then more people will use it
as there is a magical word ‗FREE‘ accompanying the facility.
 Though only 20% people feel that they are non cooperative but SBI needs to take care
that the number should not increase as private sector banks are penetrating sharply.
 Many people say that the process of solving problems is too slow. Younger players (Pvt.
Banks) are fast in this matter so SBI needs to fasten its services.
 Private sector banks have forayed in KADI for that SBI needs to be ready to face stiff
competition.

BIBLIOGRAPHY
Ageing SBI must keep pace with “Younger Bankers”
The State Bank of India (SBI) is facing a peculiar problem. Young people are no longer keen to
have transactions with this ‘ageing bank’
This was admitted by SBI chairman O P Bhatt, who underscored the need for reinventing to keep
pace with the changing times. According to Mr. Bhatt, the trust of the Indian customers on
‘ageing bank’ is eroding. Customers prefer ‘Younger’ banks. Therefore, efforts should be made
to win back the trust of the people by providing improved and quality services.
Books:
Bell, B. &. (2012). Business Research Methods. Delhi: Oxford University Press.
Cooper, S. &. (2013). Business Research Methods. Delhi: Tata MCGrawhill.
Shekaran, U. (2012). Research methods for Business. Delhi: Willey .
Zikmund, B. C. (2012). Business Research Methods. Delhi: Cenegage Learning.
Websites:
 www.sbi.co.in
Magazine:
 Banking Finance Journal

APPENDIX:
Questionnaire
Dear Respondent,
We are the students of narsinhbhaipatel college of computer studies &
management,kadi.As part of our study, We are conducting survey on’’ A study of
consumer satisfaction level about SBI online bank service in kadi”Which will
be presented at our college as a part of our study. We ensure you that the data
provided by you will be kept confidential and used for academic purpose only.
Please tick in [ ] in following details as applicable.
Respondent’s personal details:
Name :- ________________________________
Address :- ________________________________
Age :- ________________________________
Contact no :- ________________________________
1. Since How many years do you have account with SBI bank?
[ ] One year [ ] Two years [ ] three years
[ ] four years [ ] five years [ ] More than five years
2.Do you think bank caters all your banking needs?
[ ]Yes [ ]No

3.Are you aware of products & services provided by SBI?
[ ]yes [ ]No
4.On which bank you depend for your regular transaction?
[ ]SBI [ ]ICICI [ ] HDFC [ ]Other bank, specify
5. what kind of account do you maintain with this bank?
[ ] current account [ ]saving account
[ ] loan account [ ]De-mat account
[ ] Credit account
6.Which of the following facilities have given more importance in your bank?
[ ]Loan facilities [ ] O/D facilities
[ ] ATM facilities [ ]Credit card facilities
[ ] other facilities
7.Which bank you most prefer for online banking service.
ICICI SBI HDFC OTHERS
ICICI
SBI
HDFC
OTHERS
8. What do you feel about likert scale service quality of your bank?
[ ] highly satisfied [ ] satisfied
[ ] moderate [ ] dissatisfied
[ ] highly dissatisfied

9. Would you recommend this bank to your friends, relatives, associates? Why?
[ ] yes [ ] no
If YES please mention the reason here.
___________________________________
10. Please select the reason applicable which online banking.
[ ] convenience [ ] To save time
[ ] 24 hours access to accounts [ ] other
11. How often do you use our online service?
[ ] one day [ ] two day
[ ] three day [ ] more than three days
12. Which online features do you use regularly please select all that apply?
[ ] pay bills [ ] make on account inquiry
[ ] transfer fund between account [ ] wire transfers
[ ] process payrolls [ ] order cheque book
13.please rate the following online features.(out of nine)
Excellent Good Neutral Poor NA
Bill payment
E-alerts
Wire transfer
Step payment
Balance inquiry
Check image
Retrieval
ordering
Cash retrieving
Bank statement
14. Would you use your mobile phone to do your banking?
[ ] yes [ ] no [ ]N/o

15. Which of the following mobile banking features you like to use? please select
all that apply.
[ ] balance inquiry [ ] utility bill payment [ ] e-mail &text alerts
[ ] order cheque books [ ] internal account transfer
16. Have you ever visited bank branches after using our online banking?
[ ] yes [ ] No
17. Any suggestion you want to give for the betterment of SBI.
____________________________________________

A project report on SBI bank

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