State Bank of India (SBI) is the largest bank in India, with over 22,000 branches and 278,000 employees. SBI originated in 1806 and was nationalized in 1955. It has a 60% market share and aims to be the most trusted financial services provider worldwide. SBI uses a three phase selection process for hiring and has a hierarchical organizational structure. It offers personal, NRI, agriculture, international, corporate, and small business services and sees opportunities for growth in rural expansion and talent replacement. SBI must also address threats from industry consolidation and new entrants.
CHAPTER:-1
INTRODUCTION OF THE STUDY
The report contains the brief description of the state bank of India. It contains the finding and analysis of the survey conducted to gather primary data to judge the importance of various attributes that influence the satisfaction of customer in different manner and to the different extent. These attributes are classified as initial experience, service delivery experience, relationship experience and grievance handling. Further an attempt has been made to know the overall satisfaction of the customer.
Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals. Customer service proves to be one of the most important factors governing business.
OBJECTIVE OF THE STUDY:-
• TO find out the customer feedback i.e. improvement required or suggestion.
• To find out the relationship between bank and the customer.
• To study the Satisfaction of customers towards the ― state bank of India.
• To Identify the factors that influences the customer behavior of ―state bank of India.
• To identify the factors those influence the selection of SBI banking services in MUMBAI DISTRICT.
SCOPE OF THE STUDY:-
The present study was undertaken to know the preference of the customer towards state bank of India (SBI). The problem of the customer is they are not aware of the services provided by their bank. The study also force on the customer perception that how the banking services can be improved. In my study I have used both primary sources of data as well as secondary sources of data.
• The study has been conducted on behalf of ―STATE BANK OF INDIA.
• The study is confined to the Mumbai region.
• The study covers the service providers and users of ―STATE BANK OF INDIA.
• The study has put forward the Customers as well as acceptability behavior for the services.
• The scope of the study is to find out the ―Customer Satisfaction
Limitations of the Study:-
The study report consists of few limitations:-
• The report has been conducted within a limited time frame.
• The study is self financed.
• The study is limited to the customer of Mumbai only.
• Only selected Branches and Banks have been considered for the study.
• Samples were selected conveniently.
• The sample size does not represent the total population.
• The sample of size is limited to 30 only and the sample size may not represent whole market.
LITERATURE REVIEW:-
CHAPTER:-1
INTRODUCTION OF THE STUDY
The report contains the brief description of the state bank of India. It contains the finding and analysis of the survey conducted to gather primary data to judge the importance of various attributes that influence the satisfaction of customer in different manner and to the different extent. These attributes are classified as initial experience, service delivery experience, relationship experience and grievance handling. Further an attempt has been made to know the overall satisfaction of the customer.
Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals. Customer service proves to be one of the most important factors governing business.
OBJECTIVE OF THE STUDY:-
• TO find out the customer feedback i.e. improvement required or suggestion.
• To find out the relationship between bank and the customer.
• To study the Satisfaction of customers towards the ― state bank of India.
• To Identify the factors that influences the customer behavior of ―state bank of India.
• To identify the factors those influence the selection of SBI banking services in MUMBAI DISTRICT.
SCOPE OF THE STUDY:-
The present study was undertaken to know the preference of the customer towards state bank of India (SBI). The problem of the customer is they are not aware of the services provided by their bank. The study also force on the customer perception that how the banking services can be improved. In my study I have used both primary sources of data as well as secondary sources of data.
• The study has been conducted on behalf of ―STATE BANK OF INDIA.
• The study is confined to the Mumbai region.
• The study covers the service providers and users of ―STATE BANK OF INDIA.
• The study has put forward the Customers as well as acceptability behavior for the services.
• The scope of the study is to find out the ―Customer Satisfaction
Limitations of the Study:-
The study report consists of few limitations:-
• The report has been conducted within a limited time frame.
• The study is self financed.
• The study is limited to the customer of Mumbai only.
• Only selected Branches and Banks have been considered for the study.
• Samples were selected conveniently.
• The sample size does not represent the total population.
• The sample of size is limited to 30 only and the sample size may not represent whole market.
LITERATURE REVIEW:-
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3. INTRODUCTION
State Bank of India is an Indian multinational, public sector
banking and financial services company.
It is a government owned corporation headquartered in Mumbai,
Maharashtra.
It is the largest bank in India with 23% market share in asset.
It has 22,414 branches.
There are about 2,78,872 employees working in SBI and there
are 59,291 ATMs.
4. HISTORY
SBI originated as the Bank of Calcutta in June 1806 and later
renamed it as Bank of Bengal.
Imperial bank of India became a State Bank of India in 1955.
SBI acquired the control of seven banks in 1960, as they are called as
the subsidiaries of SBI.
5. ABOUT THE CHAIRMAN
Mr. Rajnish Kumar is the 25th Chairman of SBI.
He joined SBI as the Probationary Officer in 1980 and also worked as
a Managing Director in 2015.
6. VISION AND MISSION
Vision:
To be the most trusted and preferred finance service
provider worldwide.
My SBI.
My Customer First.
First in Customer satisfaction.
7. Mission :
They will be prompt, polite, and proactive with the customers.
They will be service even in the remotest part of our country.
They will create product and services that help our customers in
achieving their goals
8. PRODUCTS AND SERVICES
Personal Banking
NRI Services
Agriculture
International
Corporate
Small an Medium Enterprises
Domestic Treasury
9. HR DEPARTMENT
The RBI owns about 60% of State Bank of India Human
Resource Development Department.
The vision of HRDD is essentially to facilitate the bank to carry
out Central banking activities.
25.4% of the staff were Officers, 51% were Clerks and 23.6%
were subordinate staffs.
10. SELECTION PROCESS
Phase I: Preliminary Examination
Phase II: Main Examination
Phase III: Group Discussion and Personal Interview
12. MICRO ANALYSIS
Bank of Hindustan was the first bank of India, established in the year
1770, where State Bank of India is the Oldest bank in India.
SBI revenue is about Rs. 210,979 crore and Net Income is Rs. 10,484
crore.
As of Q3 FY18, total credit extended in India reached US$ 1,228.1
billion.
13. In FY 07-18 Total Lending increased at a CARG of 10.94% and total
deposit increased at a CARG of 11.66%.
India’s retail credit market is the 4th largest in the emerging countries.
The contribution of the Banking sector to GDP is about 7.7%.
14.
15. MACRO ANALYSIS
The most famous Italian bank was the Medici bank, established by
Giovanni Medici in 1397.
The oldest bank still in existence headquartered in Siena, Italy, which
has been operating continuously since 1472.
Industrial and Commercial Bank of China is the largest performing
bank in the world, founded in 1984.
ICBC contains 17,000 offices and 330 branches and subsidiaries
across 76 countries.
16. SWOT ANALYSIS
STRENGTHS
The biggest bank in the country.
Biggest bank branch network in the
country.
It has separate act for itself.
First public sector to move to CBS.
WEAKNESS
It has huge amount of staffs.
Expected to experience high level of
attrition due to retirement of its top
management.
Still carries the image of the old
government sector bank.
OPERATION
Make better use of its CRM.
Expansion into rural areas.
Pool in talent to replace the going top
management to serve the next generation.
THREATS
Consolidation among private bank.
New bank licenses by RBI.
Foreign banks that have sophisticated
products.
17. PESTELANALYSIS
Political Factors:
During the demonetization period from November 11, 2016 to December 30
there is excess deposit growth in the banking system and also fall in the cost of
funds.
Economic Factor:
Economic fluctuation reflects a lucrative effect to the banking sectors
financial system. Priorities are striving to increase the annual GDP growth
from 8.5% to 9% in next 7 years, which could be prove vulnerable to SBI in
terms of investment in infrastructure, technology and operations.
18. Social Factor:
India’s demise rate is mitigating from 25.5% 1950-55 to 8.5% now and
will reach to its lowest rate 7.9% in 2020-25. The mentioned statistics
indicates the transition of customer target to the younger customers, India
will be entitled as the youngest nations during 2010-2025.
Technological Factor:
The Foreign Banking sectors entered the Indian market with the
technological based approach while processing new technological
innovation. SBI is using of new technology to attract the customers.
19. CONCLUSION
SBI act as an agent of the Reserve Bank in all those places.
SBI acts as the government's bank that is it collects money and
makes payment on behalf of the government and manages public
debit.
To encourage and mobilize savings by opening branches in rural and
semi urban areas and to promote rural credit.