SBI report

1
A
PROJECT REPORT
BASED ON
“A STUDY ON BUILDERS EXPECTATIONS’ & OTHER BANK CUSTOMERS’ PERCEPTION
REGARDING HOUSING LOAN IN VADODARA CITY.”
FOR
“STATE BANK OF INDIA (RACPC), VADODARA”
Submitted to
C K SHAH VIJAPURWALA INSTITUTE OF MANAGEMENT
IN PARTIAL FULFILLMENT OF THE REQUIREMENT OF THE AWARD FOR THE DEGREE OF
MASTER OF BUSINESS ADMINISTRATION
Under
Gujarat Technological University
UNDER THE GUIDENCE OF
Faculty Guide: Company Guide:
Dr. Kunjal Sinha Mr Atul sheth
Associate Professor Dy. Manager
(RACPC)
Submitted by
Modi Dhrumil
Enrolment No.: 157050592054
M.B.A – SEMESTER 3
C K SHAH VIJAPURWALA INSTITUTE OF MANAGEMENT
M.B.A PROGRAMME
Affiliated to Gujarat Technological University,
Ahmedabad
July 2016

4
PREFACE
Modern organizations are highly complex and dynamic systems. They operate under very
turbulent social economic and political environment. They are required to reconcile several
incompatible goals. Conflicting roles and divergent interest they are also fraught with the use risk
and uncertainties, hence tactful management of such organization to plan to execute guide,
coordination and control the performance of people to achieve predetermined goals. Management
has to keep the organization vibrant moving and in equilibrium. It has to achieve goal which
themselves are changing it is therefore a problem highly complex and ticklish.
I successfully completed my training report within the specified time. It was really a thrilling
experience for me with senior officials of Industry and to interact with different members,
employees of the organization. It was an experience of enjoyment through hard work and
dedication
The objective of this project is to enable the management to understand and know the various
expectations’ of builders and other bank Customers’ perception regarding SBI home loan in
VADODARA city. I am fully confident that this project report will be extremely useful to the
management.

5
ACKNOWLEDGEMENT
If words are considered to be signs of gratitude then let these words convey the very same. My
sincere gratitude to STATE BANK OF INDIA for providing me an opportunity to work with them
and giving necessary directions on doing this project report to the best of my abilities.
I am highly grateful to MRS NAYNA SALAT, AGM [RACPC.], and MR ATUL SHETH, Dy.
Manager [RACPC] Vadodara. Company Guides, who were provided me with the necessary
information and also for the support extended out to me in the completion of this project report and
their valuable suggestions and comments on bringing out this project report in the best way
possible.
I am thankful to my Faculty Guide DR. KUNJAL SINHA, Associate Professor, CKSVIM, for
assisting us in every way to prepare this report and providing her valuable knowledge and
guidance to improve my project.
I am also thankful to MR ANKIT SHAH, Training and Placement Officer, CKSVIM, for arranging
my summer internship program with such reputed State bank Of India.
Moreover, I am grateful to “C K SHAH VIJAPURWALA INSTITUTE OF MANAGEMENT” for
giving me this opportunity.

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DECLARATION
I, DHRUMIL MODI, hereby declare that the report for “Summer Internship Project” entitled “A
STUDY ON BUILDERS EXPECTATIONS’ & OTHER BANK CUSTOMERS’ PERCEPTION
REGARDING HOUSING LOAN IN VADODARA CITY FOR STATE BANK OF INDIA.” is a result of
my own work and my indebtedness to other work publications, references, if any, have been duly
acknowledged.
Place: Vadodara (Signature)
Date: DHRUMIL G. MODI

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EXECUTIVE SUMMARY
Theory and practice are the two eyes of the management education. Management education
without practical training at an organization remains incomplete. The training prescribed by the
C.K. Shah Vijapurwala Institute of Management student have various objectives like helping the
student to acquire knowledge, give an opportunity to know the difference between theory and
practice, enable the student to interact with experienced and knowledgeable persons of business
world .
As a student of MBA, I got an opportunity to undergo on training. The Research Project title is “A
STUDY ON BUILDERS EXPECTATIONS’ & OTHER BANK CUSTOMERS’ PERCEPTION
REGARDING HOUSING LOAN IN VADODARA CITY FOR STATE BANK OF INDIA.”
I successfully completed my training report within the specified time. It was really a thrilling
experience for me with senior officials of Industry and to interact with different customers of the
banks. And interact with different builders. It was an experience of enjoyment through hard work
and dedication.
Through this finding of this report, I hope that the Industry in India as well as outside the country
will benefit.

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TABLE OF CONTENT
Preface 4
Acknowledgement 5
Declaration 6
Executive Summery 7
Annexure 91-93
Bibliography 141.
SR.NO. PARTICULARS PAGENOS.
PART–I GENERALINFORMATION
1 1.1 About the Industry & History
1.2 World Market
1.3 Indian Market
1.4 Growth of Industries
1.2 World Market
1.3 Indian Market
1.4 Growth of Industries
11-17
1.2 World Market 18
1.3 Indian Market 19
1.4 Growth of Industries 20-21
2 2.1 About major Companies in the Industry 22-29
3 3.1 Product Profile 30-36
PART–II PRIMARYSTUDY
4.1 Introduction of the Study
37-38
4.2 Literature Review
38-40
4.3 Field work
4.3 Field work
41-42
4.4 Problem Statement and Importance of the Study4
42-43
4.5 Objectives of the Study
44
5 Research Methodology
5.1 Research Design
5.2 Source(s) of Data
5.3 Data collection method
5.4 Population
5.5 Sampling Method
5.6 Sampling Frame
5.7 Sample Size
5.8 Data collection Instrument
5.9 Research Tools
45
6 Data Analysis and Interpretation 46-81
7 Results and Findings 82-86
8 Limitations of the Study 87
9 Conclusion/Suggestions 88-89
10 Scope for Future Research 90

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LIST OF TABLE
SR.
NO.
PARTICULAR PAGE
NOS.
1. Builders have Approval Certificate and MOU with SBI 46
2. Either satisfied or dissatisfied tie up process of SBI. 47
3. Below banks provide APF no. first 48
4. Project holds CRISIL REAL STAR RATING. 49
5. Below bank builders refer first to the customer for home loan. 50
6. Either satisfied or dissatisfied with services of SBI 51
7. Constrained faced while getting home loan from SBI 52-53
8. Reason for referring customer to go for other bank 54-55
9. Either fully satisfied or dissatisfied with SBI. 56
9.1. IF NO, below are the reasons for dissatisfaction 57-58
9.2. IF YES, below are the reasons for satisfaction 59-60
10. Opinion about RACPC of SBI : Physical services 61
11. Opinion about RACPC of SBI :Internal Environment 62
12. Opinion about RACPC of SBI :Document verification time 63
13. Opinion about RACPC of SBI :Registration process 64
14. Opinion about RACPC of SBI :Cash generation fast 65
15. Opinion about RACPC of SBI :Brand name 66
16. Opinion about RACPC of SBI: Updates available timely for you
Document.
67
17. Opinion about RACPC of SBI :Offers available for you 68
18. Opinion about RACPC of SBI : Executive response 69
19. Opinion about new centralize unit SBI name as RACPC 70
20. Either satisfied or dissatisfied with documentation process by RACPC 71
21. Either satisfied or dissatisfied with disbursement process by RACPC 72

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LIST OF GRAPHS
SR.
NO.
PARTICULAR PAGE
NOS.
1. Builders have Approval Certificate and MOU with SBI 46
2. Either satisfied or dissatisfied tie up process of SBI. 47
3. Below banks provide APF no. first 48
4. Project holds CRISIL REAL STAR RATING. 49
5. Below bank builders refer first to the customer for home loan. 50
6. Either satisfied or dissatisfied with services of SBI 51
7. Constrained faced while getting home loan from SBI 52-53
8. Reason for referring customer to go for other bank 54-55
9. Either fully satisfied or dissatisfied with SBI. 56
9.1. IF NO, below are the reasons for dissatisfaction 57-58
9.2. IF YES, below are the reasons for satisfaction 59-60
10. Opinion about RACPC of SBI : Physical services 61
11. Opinion about RACPC of SBI :Internal Environment 62
12. Opinion about RACPC of SBI :Document verification time 63
13. Opinion about RACPC of SBI :Registration process 64
14. Opinion about RACPC of SBI :Cash generation fast 65
15. Opinion about RACPC of SBI :Brand name 66
16. Opinion about RACPC of SBI: Updates available timely for you
Document.
67
17. Opinion about RACPC of SBI :Offers available for you 68
18. Opinion about RACPC of SBI : Executive response 69
19. Opinion about new centralize unit SBI name as RACPC 70
20. Either satisfied or dissatisfied with documentation process by RACPC 71
21. Either satisfied or dissatisfied with disbursement process by RACPC 72

11
CHAPTER: - 1
1.1 About the Industry & History
VISION
MISION
My SBI
My customer first
My SBI: First in
customer
satisfaction
We will be prompt, polite and proactive with our customers.
We will speak the language of young India.
We will create products and services that helpour customers achieve
their goals.
We will go beyond the call of duty to make ourcustomers feel valued.
We will imbibe state-of-the-art technology
to drive excellence.
We will be of service even in the remotest part of our country.
We will offer excellence in services to those abroad as much as we do
to those in India.

12
Banking in India in this modern sense originated in the last decades of the 18th century. Among
the first banks were the Bank of Hindustan, which was established in 1770 and liquidated in 1829-
32; and the General Bank of India, established in 1786 but failed in 1791.
The largest bank, and the oldest still in existence, is the State Bank of India (S.B.I). It originated as
the Bank of Calcutta in June 1806. In 1809, it was renamed as the Bank of Bengal. This was one
of the three banks funded by a presidency government; the other two were the Bank of Bombay
and the Bank of Madras. The three banks were merged in 1921 to form the Imperial Bank of India,
which upon India's independence, became the State Bank of India in 1955. For many years the
presidency banks had acted as quasi-central banks, as did their Successors, until the Reserve
Bank of India was established in 1935, under the Reserve Bank of India Act, 1934.
In 1960, the State Banks of India was given control of eight state-associated banks under the State
Bank of India (Subsidiary Banks) Act, 1959. These are now called its associate banks. In 1969 the
Indian government nationalised 14 major Private Banks. In 1980, 6 more private banks were
nationalised. These nationalised banks are the majority of lenders in the Indian economy. They
dominate the banking sector because of their large size and widespread network
The Indian banking sector is broadly classified into scheduled banks and non-scheduled banks.
The scheduled banks are those which are included under the 2nd Schedule of the Reserve Bank
of India Act, 1934. The scheduled banks are further classified into: nationalised banks; State Bank
of India and its associates; Regional Rural Banks (RRBs); foreign banks; and other Indian private
sector banks. The term commercial bank refers to both scheduled and non-scheduled commercial
banks which are regulated under the Banking Regulation Act, 1949. Generally banking in India is
fairly mature in terms of supply, product range and reach-even though reach in rural India and to
the poor still remains a challenge. The government has developed initiatives to address this
through the State Bank of India expanding its branch network and through the National Bank for
Agriculture and Rural Development with facilities like microfinance.
History

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Medieval era
The use of loan deeds continued into the Mughal era and was called dastawez. Two types of loans
deeds have been recorded. The dastawez-e-indultalab was payable on demand and dastawez-e-
miadi was payable after a stipulated time. The uses of payment orders by royal treasuries, called
barattes, have been also recorded. There are also records of Indian bankers using issuing bills of
exchange on foreign countries. The evolution of hundis, a type of credit instrument, also occurred
during this period and they continue to be in use today.
Colonial era
During the period of British rule merchants established the Union Bank of Calcutta in 1829. Its
proprietors were the owners of the earlier Commercial Bank and the Calcutta Bank, who by mutual
consent created Union Bank to replace these two banks. In 1840 it established an agency at
Singapore, and closed the one at Mirzapore that it had opened in the previous year. Also in 1840
the Bank revealed that it had been the subject of a fraud by the bank's accountant. Union Bank
was incorporated in 1845 but failed in 1848, having been insolvent for some time and having used
new money from depositors to pay its dividends.
AFTER 1860’s
The Allahabad Bank, established in 1865 and still functioning today, is the oldest Joint Stock bank
in India. It was not the first though that honour belongs to the Bank of Upper India, which was
established in 1863, and which survived until 1913, when it failed, with some of its assets and
liabilities being transferred to the Alliance Bank of Simla.
Foreign banks too started to appear, particularly in Calcutta, in the 1860s. The Comptoir
d'Escompte de Paris opened a branch in Calcutta in 1860, and another in Bombay in 1862;
branches followed in Madras and Pondicherry, then a French possession. HSBC established itself
in Bengal in 1869. Calcutta was the most active trading port in India, mainly due to the trade of the
British Empire, and so became a banking centre.

14
The first entirely Indian joint stock bank was the Oudh Commercial Bank, established in 1881 in
Faizabad. It failed in 1958. The next was the Punjab National Bank, established in Lahore in 1894,
which has survived to the present and is now one of the largest banks in India.
Around the turn of the 20th Century, the Indian economy was passing through a relative period of
stability. Around five decades had elapsed since the Indian rebellion, and the social, industrial and
other infrastructure had improved. Indians had established small banks, most of which served
particular ethnic and religious communities.
The period between 1906 and 1911 saw the establishment of banks inspired by the Swadeshi
movement. The Swadeshi movement inspired local businessmen and political figures to found
banks of and for the Indian community. A number of banks established then have survived to the
present such as The South Indian Bank, Bank of India, Corporation Bank, Indian Bank, Bank of
Baroda, Canara Bank and Central Bank of India.
The fervour of Swadeshi movement led to establishment of many private banks in Dakshina
Kannada and Udupi district which were unified earlier and known by the name South Canara
(South Kanara) district. Four nationalised banks started in this district and also a leading private
sector bank. Hence undivided Dakshina Kannada district is known as "Cradle of Indian Banking".
Post-Independence
The partition of India in 1947 adversely impacted the economies of Punjab and West Bengal,
paralysing banking activities for months. India's independence marked the end of a regime of the
Laissez-faire for the Indian banking. The Government of India initiated measures to play an active
role in the economic life of the nation, and the Industrial Policy Resolution adopted by the
government in
1948 envisaged a mixed economy. This resulted in greater involvement of the state in different
segments of the economy including banking and finance. The major steps to regulate banking
included.
The Reserve Bank of India, India's central banking authority, was established in April 1935, but
was nationalised on 1 January 1949 under the terms of the Reserve Bank of India (Transfer to
Public Ownership) Act, 1948. In 1949, the Banking Regulation Act was enacted which empowered
the Reserve Bank of India "to regulate, control, and inspect the banks in India". The Banking

15
Regulation Act also provided that no new bank or branch of an existing bank could be opened
without a license from the RBI, and no two banks could have common directors.
Nationalisation in the 1960s
Despite the provisions, control and regulations of the Reserve Bank of India, banks in India
except the State Bank of India (SBI), continued to be owned and operated by private persons. By
the 1960s, the Indian banking industry had become an important tool to facilitate the development
of the Indian economy. At the same time, it had emerged as a large employer, and a debate had
ensued about the nationalisation of the banking industry. Indira Gandhi, the then Prime Minister of
India, expressed the intention of the Government of India in the annual conference of the All India
Congress Meeting in a paper entitled "Stray thoughts on Bank Nationalization." The meeting
received the paper with enthusiasm.
Thereafter, her move was swift and sudden. The Government of India issued an ordinance
('Banking Companies (Acquisition and Transfer of Undertakings) Ordinance, 1969') and
nationalised the 14 largest commercial banks with effect from the midnight of 19 July 1969. These
banks contained 85 % of bank deposits in the country. Jayaprakash Narayan, a national leader of
India, described the step as a "masterstroke of political sagacity." Within two weeks of the issue of
the ordinance, the Parliament passed the Banking Companies (Acquisition and Transfer of
Undertaking) Bill, and it received the presidential approval on 9 August 1969.
A second dose of nationalisation of 6 more commercial banks followed in 1980. The stated reason
for the nationalisation was to give the government more control of credit delivery. With the second
dose of nationalisation, the Government of India controlled around 91% of the banking business of
India. Later on, in the year 1993, the government merged New Bank of India with Punjab National
Bank. It was the only merger between nationalised banks and resulted in the reduction of the
number of nationalised banks from 20 to 19. Until the 1990s, the nationalised banks grew at a
pace of around 4%, closer to the average growth rate of the Indian economy.
Liberalisation in the 1990s
In the early 1990s, the then government embarked on a policy of liberalisation, licensing a small
number of private banks. These came to be known as New Generation tech-savvy banks, and
included Global Trust Bank (the first of such new generation banks to be set up), which later
amalgamated with Oriental Bank of Commerce, UTI Bank (since renamed Axis Bank), ICICI Bank
and HDFC Bank. This move, along with the rapid growth in the economy of India, revitalised the

16
banking sector in India, which has seen rapid growth with strong contribution from all the three
sectors of banks, namely, government banks, private banks and foreign banks.
The next stage for the Indian banking has been set up with the proposed relaxation in the norms
for foreign direct investment, where all foreign investors in banks may be given voting rights which
could exceed the present cap of 10% at present. It has gone up to 74% with some restrictions.
The new policy shook the Banking sector in India completely. Bankers, till this time, were used to
the 4–6–4 method (borrow at 4%; lend at 6%; go home at 4) of functioning. The new wave ushered
in a modern outlook and tech-savvy methods of working for traditional banks. All this led to the
retail boom in India. People demanded more from their banks and received more.
Current period
The Indian banking sector is broadly classified into scheduled banks and non-scheduled banks. All
banks which are included in the Second Schedule to the Reserve Bank of India Act, 1934 are
Scheduled Banks. These banks comprise Scheduled Commercial Banks and Scheduled Co-
operative Banks. Scheduled Co-operative Banks consist of Scheduled State Co-operative Banks
and Scheduled Urban Cooperative Banks. Scheduled Commercial Banks in India are categorised
into five different groups according to their ownership and/or nature of operation:

17
Source: www.inianbankstructure.com
www.wikipidia/bank-history

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1.2 WORLD MARKET
Banking industry is the blood vascular system of our economy. It has a positive role to play in the
economic development of the country as repositories of people’s savings and purveyors of credit,
especially as the success of economic development depends on the mobilization of resources and
their investment in an appropriate manner. Till 1991, the banking industry as a whole had given
emphasis on deposit mobilization, credit deployment and branch expansion. The rapid growth of
banks, especially since nationalization of major commercial banks in 1969, brought in both
quantitative and qualitative changes in their functioning and also approach towards socio-
economic development of the country.
In the light of liberalization, privatization and globalization a lot of challenges were faced by the
commercial banks. After the nationalization and till the early 1990s, the main thrust of banking
operations was on social banking and accordingly the emphasis was placed on enhancing the
branch network in rural and semi-urban areas. In the post-nationalization period, the proportions of
rural areas in total number of bank branches as well as in credit deployment and deposit
mobilization have been declined. On the other hand, the metropolitan areas registered a high
increase in their % share in total expansion, credit deployment and deposit mobilization. Therefore
in the post-nationalization era, the performance of the banking system with respect to branch
expansion in the rural and hitherto unbanked areas, mobilization of deposits, deployment of credit,
population coverage and so on has indeed been creditable and perhaps has no parallel in the
annals of banking elsewhere.
If the economy grows 8%, 9% or 6.5%, the banking sector will grow at least two-and-a-half times
the rate of India’s GDP growth. The sector could grow 16%-to-24% per annum year-on-year for the
next decade. That means by 2020, we as a sector can be five times what we are today. So the
growth opportunity is huge.
Source: www.wikipidea.com

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1.3 INDIAN MARKET
The banking scenario in India has been changing at fast pace from being just the borrowers and
lenders traditionally, the focus has shifted to more differentiated and customized product/service
provider from regulation to liberalization in the year 1991, from planned economy to market.
Economy, from licensing to integration with Global Economics, the changes have been swift. All
most all the sector operating in the economy was affected and banking sector is no exception to
this. Thus the whole of the banking system in the country has undergone a radical change. Let us
see how banking has evolved in the past 57 years of independence.
After independence in 1947 and proclamation in 1950 the country set about drawing its road map
for the future public ownership of banks was seen inevitable and SBI was created in 1955 to
spearhead the expansion of banking into rural India and speed up the process of magnetization.
Political compulsion’s brought about nationalization of bank in 1969 and lobbying by bank
employees and their unions added to the list of nationalized banks a few years later.
Slowly the unions grew in strength, while bank management stagnated. The casualty was to the
customer service declined, complaints increased and bank management was unable to item the
rot.
In the meantime, technology was becoming a global phenomenon lacking a vision of the future
and the banks erred badly in opposing the technology up gradation of banks. They mistakenly
believed the technology would lead to retrenchment and eventually the marginalization of unions.
The rules of the game under which banks operated changed in 1993. Norms or income
Recognition, Assets classification and loan loss provisioning were put in place and capital
adequacy ratio become mandatory. The cumulative impact of all these changes has been on the
concept of state ownership in banks. It is increasingly becoming clear that the state ownership in
bank is no longer sustainable. The amendment of banking regulation act in 1993 saw the entry of
new private sector banks and foreign banks.
Source: www.wikipidea.com

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1.4 GROWTH OF THE INDUSTRY
Improved performance of the banking industry in India has helped the economy to bounce back to
a positive growth level. According to the Reserve Bank of India (RBI), the banking sector in India is
sound, adequately capitalized and well-regulated. Indian financial and economic conditions are
much better than in many other countries of the world. Credit, market and liquidity risk studies
show that Indian banks are generally resilient and have withstood the global downturn well.
According to RBI's 'Quarterly Statistics on Deposits and Credit of Scheduled Commercial Banks:
March 2009', nationalized banks, as a group, accounted for 49.5 per cent of the aggregate
deposits, while State Bank of India and its Associates accounted for 24.1 per cent. The shares of
other scheduled commercial banks, foreign banks and regional rural banks in aggregate deposits
were 18.2 per cent, 5.2 per cent and 3.0 per cent, respectively. Nationalized banks held the
highest share of 50.5 per cent in the total banking market.

21
Growth of HOME LOAN in Banks

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CHAPTER 2:- About major Companies in the Industry
As we know that The Indian banking industry is an exciting and dynamic one. It is the combination
of schedule bank and non-schedule banks. Here is a list of the top 10 banking companies in the
India, as per WORLD BLAZE
1. State Bank of India
The leading bank of India in 2015 is State Bank of India, which has been serving customers since
1955 and has more than 17000 branches in the country in addition to 27000 branches, where
more than 3 lakhs people are employed. The bank shared a 20% chunk in the banking sectors of
the country and its asset management value is $ 390 billion.
2. ICICI Bank
 With net assets managed equalling $ 99 billion, ICICI Bank features next on the list of
current top 10 banks in the country. The bank is acclaimed for its customer friendly policy
and fast services. It has nearly 3540 branches and 11000 ATMs around the country.
 ICICI Bank (Industrial Credit and Investment Corporation of India) is an Indian multinational
banking and financial services company headquartered in Mumbai, Maharashtra, India, with
its registered office in Vadodara. In 2014, it was the second largest bank in India in terms of
assets and third in term of market capitalisation. It offers a wide range of banking products
and financial services for corporate and retail customers through a variety of delivery
channels and specialised subsidiaries in the areas of investment banking, life, non-life

23
insurance, venture capital and asset management. The bank has a network of 4,450
branches and 13,995 ATMs in India, and has a presence in 19 countries including India.
 ICICI Bank is one of the Big Four banks of India, along with State Bank of India, Bank of
Baroda and Punjab National Bank. The bank has subsidiaries in the United Kingdom and
Canada; branches in United States, Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar,
Oman, Dubai International Finance Centre, China and South Africa; and representative
offices in United Arab Emirates, Bangladesh, Malaysia and Indonesia. The company's UK
subsidiary has also established branches in Belgium and Germany.
3. Punjab National Bank
 The next name on the list of best banks of India in 2015 is that of Punjab National Bank, whi
ch has asset management of $ 90.9 billion. Additionally, the bank has an extensive network
in the country, with more than 5800 branches and 6000 ATMs spread in all corners of India.
 Punjab National Bank is an Indian multinational banking and financial services company. It
is a state-owned corporation based in New Delhi, India. Founded in 1894, the bank has
over 6,968 branches and over 9,656 ATMs across 764 cities. It serves over 80 million
customers.
 Punjab National Bank is one of the Big Four banks of India, along with Bank of Baroda,
ICICI Bank and State Bank of India. It has a banking subsidiary in the UK (PNB
International Bank, with seven branches in the UK), as well as branches in Hong Kong,
Kowloon, Dubai and Kabul. It has representative offices in Almaty (Kazakhstan), Dubai
(United Arab Emirates), Shanghai (China), Oslo (Norway) and Sydney (Australia). In Bhutan
it owns 51% drack PNB Bank, which has five branches. PNB owns 20% of Everest Bank
Limited, which has 50 branches in Nepal. Lastly, PNB owns 84% of JSC (SB) PNB Bank in
Kazakhstan, which has four branches.

24
4. Bank of Baroda
 From the asset management point of view, Bank of Baroda comes on the fourth position in
the list. The bank was set up way back in 1908 and currently carries its business through
4200 branches and 2000 ATMs around the nation. The bank manages assets worth nearly
$ 73 billion.
 Bank of Baroda is an Indian state-owned banking and financial services company
headquartered in Vadodara (earlier known as Baroda) in Gujarat, India. It is the second
largest bank in India, next to State Bank of India. Its headquarters is in Vadodara, it has a
corporate office in the Bandra Kurla Complex in Mumbai. Bank of Baroda is one of the Big
Four banks of India, along with ICICI Bank, State Bank of India and Punjab National Bank.
 Based on 2014 data, it is ranked 801 on Forbes Global 2000 list. BOB has total assets in
excess of ₹ 3.58 trillion, a network of 5326 branches in India and abroad, and over 8000
ATMs.
 The bank was founded by the Maharaja of Baroda, Maharaja Sayajirao Gaekwad III on 20
July 1908 in the Princely State of Baroda, in Gujarat. The bank, along with 13 other major
commercial banks of India, was nationalised on 19 July 1969, by the Government of India
and has been designated as a profit-making public sector undertaking (PSU).
 In 2015 Bank of Baroda officials recently stumbled upon illegal transfers of a whopping Rs
6,172 cr. in foreign exchange, made to Hong Kong through newly opened accounts in the
bank's Ashok Vihar branch.

25
5. HDFC Bank
 On number 5 in the list of top 10 banks of India in 2015 is the HDFC Bank, which has been
providing excellent banking services since its establishment in 1994. The bank operated
through 3200 branches and 12000 ATMs in 1400 cities across India and has net asset
management worth $ 66.7 billion.
 HDFC Bank Limited (Housing Development Finance Corporation) is an Indian banking and
financial services company headquartered in Mumbai, Maharashtra. It has about 76,286
employees including 12,680 women and has a presence in Bahrain, Hong Kong and Dubai.
HDFC Bank is the second largest private bank in India as measured by assets. It is the
largest bank in India by market capitalization as of February 2016.It was ranked 58th among
India’s most trusted brands according to Brand Trust Report, 2015.
 Total balance sheet size as of December 31, 2015 was Rs. 687,892 cr. as against Rs.
534,855 cr. as of December 31, 2014. The Bank’s total income for the quarter ended
December 31, 2015 was Rs.18, 283.3 cr., up from Rs.14, 930.7 cr. for the quarter ended
December 31, 2014. Net revenues (net interest income plus other income) increased by
20.7% to Rs. 9,940.7 cr. for the quarter ended December 31, 2015 as against Rs. 8,234.8
cr. for the corresponding quarter of the previous year.

26
6. Canara Bank
 Canara Bank, which was set up back in 1906 by Subba Rao Pai, comes next on this list
with net asset management worth $ 61 billion. The bank serves its customers through 3200
branches and 4000 ATMs and has an employee base of 44000 workers. Canara Bank is an
Indian state-owned bank headquartered in Bangalore, Karnataka. It was established at
Mangalore in 1906, making it one of the oldest banks in the country. The government
nationalized the bank in 1969. As of November 2015, the bank had a network of 5784
branches and more than 9153 ATMs spread across India. The bank also has offices abroad
in London, Hong Kong, Moscow, Shanghai, Doha, Bahrain, South Africa, Dubai, and New
York.
 The Government of India nationalised Canara Bank, along with 13 other major commercial
banks of India, on 19 July 1969. In 1976, Canara Bank inaugurated its 1000th branch. In
1985, Canara Bank acquired Lakshmi Commercial Bank in a rescue. This brought Canara
Bank some 230 branches in northern India.
 In 1996 Canara Bank became the first Indian Bank to get ISO certification for "Total Branch
Banking" for its Seshadripuram branch in Bangalore. Canara Bank has now stopped opting
for ISO certification of branches.

27
7. Axis Bank
 The next bank to be included in this top 10 list is Axis Bank, a leading private bank which
was established in 1994. This bank is acclaimed for excellence in services and has nearly
2225 branches and 12000 ATMs in India and manages assets worth $ 54 billion. Indian
Business: As of 22 April 2016, the bank had a network of 3062 branches and extension
counters and 12922 ATMs. Axis Bank has the largest ATM network among private banks in
India and it operates an ATM at one of the world’s highest sites at Taegu, Sikkim at a height
of 4,023 meters (13,200 ft.) above sea level.
 International Business: The Bank has eight international offices with branches at Singapore,
Hong Kong, Dubai (at the DIFC), Shanghai, Colombo and representative offices at Dubai
and Abu Dhabi, which focus on corporate lending, trade finance, syndication, investment
banking and liability businesses. In addition to the above, the Bank has a presence in UK
with its wholly owned subsidiary Axis Bank UK Limited. The total assets of the overseas
branches were US$7.86bn.
 Axis Bank Limited is the third largest private sector bank in India. Axis Bank's stake holders
include prominent national and international entities. As of 31 Dec. 2013, approximately
43% of the shares are owned by Foreign Institutional Investors. Promoters (UTI, LIC and
GIC), who collectively held approx. 34% of the shares, are all entities owned and controlled
by the Government of India. The remaining 23% shares are owned by corporate bodies,
financial institutions and individual investors among others. The bank offers financial
services to customer segments covering Large and Mid-Sized Corporates, MSME,
Agriculture and Retail Businesses. Axis Bank has its registered office at Ahmedabad.

28
8. Bank of India
 Featuring on number 8 in this list is Bank of India, a public sector bank serving the country
since 1906. Currently, it is operating through 4187 branches, including 52 overseas
branches, and nearly 1700 ATMs.
 Bank of India is commercial bank with headquarters in Mumbai, Maharashtra, India.
Founded in 1906, it has been government-owned since nationalisation in 1969. Bank of
India has 4828 branches as on 31 December 2013, including 56 offices outside India, which
includes five subsidiaries, five representative offices, and one joint venture.
 BOI is a founder member of SWIFT (Society for Worldwide Inter Bank Financial
Telecommunications), which facilitates provision of cost-effective financial processing and
communication services.
9. IDBI Bank
 IDBI Bank, which comes under the category of other public sector bank, came into
existence in 1964. At present, the bank manages assets worth $ 42 billion and operates
through 1150 branches and 2000 ATMs, which are served by an employee base of 15000
people.
 IDBI Bank is an Indian government-owned financial service company, formerly known as
Industrial Development Bank of India, headquartered in Mumbai, India. It was established in

29
1964 by an Act of Parliament to provide credit and other financial facilities for the
development of the fledgling Indian industry.
 It is currently 10th largest development bank in the world in terms of reach, with 3350
ATMs, 1852 branches, including one overseas branch at Dubai, and 1382 centres. It is one
of 27 commercial banks owned by the Government of India.
 The Bank has an aggregate balance sheet size of INR 3.74 trillion as on 31 March 2016.
10.Union Bank of India
 One of the biggest banks in the country in 2015 is Union Bank of India, which was set up in
1919 and its present net asset management is worth nearly $ 13.45 billion.
 Union Bank of India is one of the largest government-owned banks of India (the government
owns 63.44% of its share capital). It is listed on the Forbes 2000, and has assets of USD
13.45 billion. All the bank's branches have been networked with its 6909 ATMs as on 30
September 2015. Its online Telebanking facility is available to all its Core Banking
Customers - individual as well as corporate. It has representative offices in Abu Dhabi,
United Arab Emirates, Beijing, Peoples Republic of China, London and Shanghai, and
branches in Hong Kong, Dubai (Dubai International Financial Centre), Antwerp in Belgium
and Sydney in Australia.
 The bank had 4196 branches in India as on 31 March 2016 and to add to it 4 overseas
branches. Shri Arun Jaitley, Honourable Minister for Finance, Government of India on 30
March 2016 inaugurated the Sydney branch.
 UBI is active in promoting financial inclusion policy and is a member of the Alliance for
Financial Inclusion.
Source: 1. www.worldblaze.in/top-10-best-banks-in-india/
2. www.wikipidia.com

30
CHAPTER 3:- PRODUCT PROFILE
Major products and services of SBI
Personal banking  Term deposit
 Recurring deposits
 Housing loan
 Car loan
 Education loan
 Loan for pensioners
 Loan against mortgage of property
 Loan against shares & debentures
NRI services  Deposits
 Home loan
 Instant transfer
Agriculture  Loan for agriculture purpose
International banking  Wholesale banking
 Retail banking
 Global trade services
 Merchant banking
 Commercial banking
 Project financing
Corporate banking  Working capital financing
 Term loans
 Corporate loans
 Export credit
Government banking  PPF account
 Fee collection
 Tax payments
 Pension payment
 Passport seva project
Other Product &
Services
 ATM services
 Broking services
 E- Pay , E- Rail
 Safe deposit locker

31
HOME LOAN PRODUCTS OF SBI
1. SBI MAXGAIN HOME LOAN AS AN OVERDRAFT
An innovative and customer-friendly product enabling the customers to earn optimal yield on their
savings by reducing interest burden on Home Loans, with no extra cost. The loan is sanctioned as
an Overdraft with added flexibility to operate the Home Loan Account like SB or Current Account.
Bank also provides Cheque Book/Net Banking facility for the purpose. The product enables
customers to park their surplus funds/savings in "SBI Maxgain" (with an option to withdraw
whenever required), especially in the wake of low yields on other Deposit/Investment products.
Loan Amount
Minimum Loan Amount: Rs.20 laces
Maximum Loan Amount: No Cap
Interest Rate
A premium of 0.25% over and above the applicable Home Loan interest rate for Home Loan
Rs.1cr is payable.
2. SBI YUVA HOME LOAN
TAILOR MADE HOME LOAN SCHEME FOR THE YOUTH
SBI YUVA Home Loan provides 20% higher loan amount than that of normal Home Loan eligibility
to salaried employees of Private Sector Companies/MNCs/Government Undertakings/PSUs & the
Government employees.
Eligibility
Age between 21 years to 45 years.
Minimum Net Monthly Income of applicants should be Rs. 30,000/- (expected rental income from
the proposed property should not be included in the monthly income of the borrower).
Repayment
Under SBI Yuva Home Loan Scheme, only the interest applied on Home Loan is payable during
the first 36 months. The regular EMIs start after completion of 36 months.

32
3. NRI HOME LOANS
HOME LOANS TO NON RESIDENT INDIANS (NRIs) & PERSONS OF INDIAN ORIGIN (PIOs)
Eligibility
Non Resident Indians (NRIs) or Persons of Indian Origin (PIOs)
The applicants should have a regular source of income.
Minimum employment tenure in India/Abroad should not be less than 2 years.
Loam Amount
Minimum Loan Amount: Rs. 3 laces
Maximum Loan Amount: No upper cap.
4. SBI REALTYHOME LOANS
FOR PURCHASE OF PLOT FOR CONSTRUCTION OF A DWELLING UNIT
SBI Realty provides an opportunity to the customer to purchase a plot for construction of house.
The construction of house should commence within 2 years from the date of ailment of "SBI Realty
Loan". Customers are also eligible to avail another Home Loan for construction of house on the
plot financed under the SBI Realty with the benefit of running both the loans concurrently.
Loan Amount:
Maximum Loan Amount: Rs.10 cr.
Repayment Period: Up to 15 years
5. SBI PALPRE-APPROVED HOME LOAN
The SBI PAL provides sanction of Home Loan limits to the customers before finalization of the
property which enables them to negotiate with the Builder/Seller confidently.
The loan eligibility will be assessed on the basis of income details of the applicant.
Non-refundable processing fee as applicable to the Home Loan will be collected at the time of
sanction.

33
Validity Period
Pre-approved loan arrangement letter (PLAL) will be valid for a period of 4 months. Property
papers will be required to be submitted by the borrower within the validity of PLAL. Processing fee
will not be levied again.
Loan Amount
Pre-approved loan arrangement letter (PLAL) will carry the eligible loan amount calculated on the
basis of prevailing interest rates
Minimum Loan amount: Rs.10 Laces.
6. SBI TRIBAL PLUS
SPECIAL HOME LOAN SCHEME FOR HILLY/TRIBAL AREAS
'SBI Tribal Plus' is a Special Home Loan Scheme designed for Hill/Tribal areas (where mortgage
of the property is not possible) for extending financial assistance to individuals.
Loan is sanctioned for Purchase or construction of a new house / flat (without mortgage of land).
Purchase of an existing (old) house / flat which is not more than 10 years old.
Repair /Renovation/extension of an existing house or flat.
Loan Amount
Minimum Loan Amount: Nil
Maximum Loan Amount: Rs. 10 lac.
Repayment Period
Maximum repayment tenure: 15 years
7. GRAM NIWAS HOME LOANS IN RURAL AREAS
Scheme covers all rural and Semi-urban centres having population up to 50,000 as per 2001
census. Home Loans under "Gram Niwas Scheme" are sanctioned for purchase/
construction/repair and renovation of house and purchase of plot for construction of a house/shed
etc.

34
Loan Amount
Minimum Loan Amount: Nil
Maximum Loan Amount: Rs. 5 laces
Repayment Period
Maximum repayment period: 15 years
(Processing Charges are waived under the Gram Niwas Scheme)
8. SAHYOG NIWAS HOME LOANS
TO SELF HELP GROUPS IN RURAL AREAS
The Sahyog Niwas Scheme provides Home Loan to Self-help groups, having good payment
record of 2 years, for on lending to their members for Purchase or construction of a house
exclusively or including the housing needs of activities carried by them (Dairy shed, tailoring
shed/shop, grocery stores etc.). Renovation or repair of an existing house / shed Purchase of a
plot for the construction of house, extension of existing house work space to existing house / shed.
Loan Amount
Home Loan amount under "Sahyog Niwas Scheme" is restricted to 10 times of the saving corpus
of SHG subject to a maximum amount of Rs. 50,000/ per member
Home Loan related Products
9. SBI HOME TOP UP LOANTOP-UP LOAN
Loan for any purpose other than speculative. Repayment period co-terminus with the underlying
Home Loan account. Up to two Home Equity Loans allowed existing together.
No prepayment / pre-closure penalty.
Eligibility
All Home Loans with a satisfactory repayment track of at least one year.
Valid mortgage should have been created in favour of the Bank.

35
Loan Amount
Minimum: Rs. 2.00 laces
Maximum: Rs. 5 cr.
Permissible Loan amount is calculated at 75% of present market value of the house property less
present outstanding in the Home Loan account.
Interest Rate:
Term Loan: Up to Rs 50 laces: 0.50% over Base Rate.
Term Loan: Above Rs 50 laces and up to Rs 2 cr.: 0.75% over Base Rate.
Term Loan: Above Rs 2 cr. and up to Rs 5 cr. 1.25% over Base Rate.
Overdrafts:
Overdraft: Up to Rs 50 Laces: 0.75% over Base Rate.
Overdraft: Above Rs 50 laces and up to Rs 2 cr.: 1.00% over Base Rate.
Overdraft: Above Rs 2 cr. and up to Rs 5 cr.:1.50% over Base Rate.
Loan Tenure
The tenure of the loan will be co-terminus with the original residual maturity of the Home Loan or
15 years whichever is higher. The loan has to be liquidated before the borrower attains the age of
70 years.
10.EARNEST MONEY DEPOSIT (EMD) SCHEME LOAN FOR EARNEST MONEY FOR
ALLOTMENT OF A HOUSE/PLOT
Many Government agencies, viz. Urban Development Authorities and Housing Boards, periodically
come out with schemes for allotment of plots/houses, wherein applicants have to deposit 10-20%
of the total cost of plot/house as Earnest Money Deposit (EMD).
SBI Earnest Money Deposit Scheme provides finance for Earnest Money deposit to all individuals
above 21 years of age. Applicant should have regular source of income. No minimum income
criteria Margin waived. Finance up to 100% of application money, subject to a maximum loan
amount of Rs.10 Laces.
No security, irrespective of the loan amount.

36
Above mentioned features of the scheme are applicable subject to the following conditions:
1. Allotment letters/refund orders should be routed through SBI.
2. Lump sum amount equal to 6 months interest to be paid up front.
3. Two PDCs, one for the principle amount of EMD and another towards interest for the next 6
months should be taken to meet the eventuality of refund getting delayed.
11.SBI REVERSE MORTGAGE LOAN
LOAN FOR THE WELFARE OF SENIOR CITIZENS IN INDIA
House-owning Senior Citizens having inadequate income can avail this loan to meet their financial
needs for renovation/repairs to house, medical & other personal uses.
No compulsion for the borrower to repay the loan amount during his or her lifetime or till such time
he or she continues to stay in the house. Borrowers have the options to prepay the loan at any
time without any pre-payment penalty
Interest Rate
2.75% above the Base Rate, present effective rate being 12.45% p.a. (Fixed) subject to reset
every 5 years.
Disbursement
Either in Monthly /Quarterly payments or 50% of the sanctioned limit in lump-sum and the
remaining in periodic payment.
Source: www.sbi.co.in

37
CHAPTER: - 4
4.1 INTRODUCTION OF THE STUDY
 Home is the most important human need, next only to food, clothing and shelter. Home is
an important facet of economic development; it is a basic need of a human being. It also
plays an important role in creating employment, maintaining health, social stability and
preserving decent human life.
 Home Loan is the funds buyer has to borrow usually from a bank or other financial
institutions to purchase a property, generally secured, by a registered mortgage to the bank
over the property being purchased. Housing finance or Home loan is a broad topic, the
concept of which may vary across continents, regions and countries, particularly in terms of
the areas it covers.
 As buying home requires investment of large amount of capital, therefore it becomes not
always possible to pay such big amount at a time. One even may not be such financially
stable to pay a big amount at a time. Therefore, these people approach the banking
organizations to apply for loans. There may be a lot of different loan schemes available, but
not all will be ideal for the purpose. The best ones for property and house purchasing are
the home loan schemes available with most of the banks.
 The most favoured Home Loan provider-SBI Bank offers Home Loan with attractive interest
rates along with Latest Schemes and Benefits. SBI also provides a Housing loan with
different schemes - SBI maxgain, SBI realty, SBI yuva, SBI pal, SBI tribal plus, SBI reverse
mortgage home loan, and the SBI sahyog niwas.
 State Bank of India has the largest Home Loan portfolio in the Banking Sector and market
share of over 25% amongst All Scheduled Commercial Banks (ASCBs). Home Loan
portfolio constituted 15.33% of Whole Bank Advances as on 31st March, 2016. While Home
Loan portfolio has more than doubled during the last 5 years, NPA levels have more than
halved in absolute terms and reduced to one fourth in % terms during the same period.
Total Home Loan and Home Related Loan portfolio as on31.03.2016 stood at Rs. 2, 01,755
Cr.

38
 State Bank of India is providing such home loan facility to the people of India at the
cheapest rate of interest, which is beneficial for the people who are taking the home loan
from the SBI.
 In the growing global competition, the productivity of any business concern depends upon
the customer. As the builders act as an influencer for the customers to make the decision
regarding from which bank would you go for home loans. Thus, State bank of India wants to
know the opinions of builders and customers regarding their home loan department in
Vadodara city.
 Thus this project topic deals with the builder’s & other bank customers opinions and basic
feedback towards SBI Home Loan in Vadodara city. And also deal with opportunity for
second charge. This report will be asset to the management in making effective decisions.
This research report is used to acquire and analyse information and to make suggestions to
management as to how the problems should be solve.
4.2 LITERATURE REVIEW
1. A number of empirical studies establish that key determinants of housing prices are income
levels, interest rates, supply conditions, demographic changes, number and size of
households, maintenance costs, property taxes, and speculative pressures (Poterba, 1984;
OECD, 2005).
2. House prices are an important determinant of household sector’s gross and net wealth and
thereby of consumption and savings. In many countries, including India, house property is
the household’s largest asset and price developments in housing markets can impact
growth directly but mainly through credit channel since real estate can serve as collateral for
consumer borrowing (Kiyotaki and Moore, 1997; Bernanke and Gilchrist,
1999).Furthermore, housing cycles can influence economic activity through wealth effects
on consumption and private residential investment mainly due to changes in profitability and
the impact on employment and demand in property related sectors.
3. And if house prices are not aligned with the fundamentals, they can threaten the economic
and financial stability of the country mainly because of the macro-financial linkages, as
empirical evidence demonstrates. One of the most important causes of financial crises was

39
collapses in real estate prices, either residential or commercial or both (Reinhart and
Rogoff, 2008). There have been cases where such collapses have taken place after
bubbles in the real estate prices, and both, the financial sector and the real economy are
adversely affected after the bubble bursts. The current crisis can be taken as an example,
wherein decline in the real estate prices led to a drastic drop in securitized asset prices in
2007. Further, the instability which followed impacted balance sheets of many financial
institutions as was predicted by Feldstein (2007). The financial crisis then got carried
forward to the real sector.
4. Chaubey M. (2009) conducted the Study entitled “Housing Finance in India – Problems and
Prospects” The objectives of the study were; to Study the customer’s views on housing finance
offered by HDFC in Varanasi, and to know about the relative performance of HDFC in providing
housing loans in city. The study reveals that, 42%, 32%, 22% and 4%, opted for loans because of
low interest rate, easy instalment scheme, simple procedure and other reasons respectively. 26%,
34%, 38%, and 2% respondents have borrowed loans for purchase of flats, purchase of house,
construction of house and other reasons respectively.92% respondents preferred floating interest
rates and 8% respondent preferred fixed interest rates. 72%, 18% and 10% respondents came to
know about bank through print and electronic media,
5. Housing sector is impacted by both, monetary and fiscal policy, macro prudential norms and
labour policy prevalent in the economy (Hilbert et al, 2008). To explain the recent crisis, a
generally accepted argument was that the loose monetary policy and excessive availability
of credit were the causes for the real estate bubble in these countries. As argued by Taylor
(2007) these levels of interest rates were lower than in previous U.S. recessions relative to
the economic indicators as at the time captured by the “Taylor rule”. The low interest rates
encouraged borrowing and buying of houses. While Spain had one of the largest deviations
from the Taylor rule, this country also had the largest housing boom (measured by the
changes in housing investment as a share of GDP). Sweden’s Central bank, the Riksbank
is one of the rare central banks that have taken the approach of targeting real estate prices.
Policy of the Riksbank is to look at property prices during decisions about interest rates
(Ingves, 2007). In comparison with larger countries, the smaller ones have a stronger
monetary transmission through the housing channel but a robust financial system is an
imperative requirement for such a transmission to be successful.

40
6. Cross-country studies indicate that the growth in housing finance depends upon a number
of factors such as credit history of the borrower, ability of the financing institution to secure
collateral, macroeconomic stability prevailing in the economy and trends in household
income (Warnock and Warnock, 2007).
7. IMF (2011) observed that shocks to disposable income, mortgage interest rates and prices
play an important role in short term consumption. In comparison with equity price busts,
housing price bursts involve more serious macroeconomic developments. Housing price
booms put forward noteworthy risks. Some of the factors which appear to account for the
greater severity of housing price busts as compared with equity price bursts are: (i) Wealth
effects on consumption are larger in case of housing price busts than in the case of equity
price busts; (ii) In comparison with the equity price busts, unfavourable effects of the
housing price busts on the banking system (capacity and willingness of the banking system
to lend) were stronger and faster; (iii) Link between boom and bust is more powerful for
housing prices, than for equity prices. Probability of housing prices busts being preceded by
a boom were higher in the case of housing prices busts; and (IV) Housing price busts were
associated with tighter monetary policy than equity price busts. Following Bianco and
Occhino (2011), IMF estimated that higher house prices could significantly strengthen
consumption. Following Klyuev (2008), avoiding 1 million foreclosures would raise
aggregate prices by 3-4 per cent over five years in the US.
8. Peppercorn (2013)presents the following critical factors for development of housing finance
markets: a) Value for money, i.e. maximize the impact of public resources, leveraging
government initiatives with the involvement of the private sector, with the goal of achieving a
higher multiplier; b) Coordination, i.e. ensure the coordination between administrations and
public/private sectors, to maximize the efficiency and effectiveness of the programs;
c)Public sector role, i.e. from provider to enabler of housing; and d)Inclusive housing
finance, i.e. include non-salaried borrowers. According to Peppercorn, poorer households
tend to borrow from informal sources, at higher rates.

41
4.3 FIELD WORK
 Commencement of my Summer Intern ship was in RACPC, Vadodara on 1st June, 2016.
 Initial 3 days, I was just an observer, gaining knowledge by observing Mr Atul Sir Work,
techniques and understanding the work properly by him. In between the days I prepared 2
Questionnaires. Topic for the same was given by SBI (L.H.O). On the 4 th day Mr Atul
Sheth and my Collage Guide Dr. Kunjal Sinha approved my Questionnaire
 6th
June, 2016 was my first day of field work and I had a conversation with 9 to 10 builder’s
approx. at Waghodiya road. I was very excited at that day as it was my first field work
experience. I met many builders on that day who were unsatisfied with SBI and initially I
was even not allowed to enter their office but then I somehow managed to have a word with
them and listened to their issues. I spend around two days to cover Waghodiya and Ajwa
road. It covered almost 17 sites cover.
 On 8th June, 2016 I met builders of Daboi road which covered almost 8 sites. Then next
day I visited Harni road which covered 4 sites .On 10th
of June I again covered Harni road
and covered almost 6 sites.
 On 11th June, 2016 I went to Gotri road and covered 8 sites. But unfortunately response of
builders was unsatisfactory. On 13th
June, 2016 I was supposed to report to my College to
inform about my work to my Guide. Then I went again to Gotri where I covered almost 16
sites in just two days, even I was working on one lead.
 On 15th
June I covered Gotri-sevasi road but unfortunately I was able to meet only 5
builders as rest were unavailable.
 On 16th
June, 2016 I spend my whole day with Mr Harish in an inauguration of Krishna
prime site at channi jakat naka. On that day I was working with SBI team from 9.30am to
3.30 p.m. On 17th and 18th
I covered Sevasi and visited almost 20 sites. On 20th
and 21st
I
covered Bhayli Area and visited almost 25 sites.

42
 On 22nd I again went to Bhayli as I had to complete my first project which was “Expectation
of builder and strategies to improve penetration in approve projects”.
 I have collected all the data, and even started Data Analysis for the same. It took 4 days to
complete Data analysis of my 1ST
project. Remaining 20 days I worked for my 2ND
project in
which I met & had a conversation with the Customers of different banks regarding home
loans. For this I asked customers to answer the Questionnaire. In these days I tried my best
to take leads of take over. And completed analysis of second questionnaire. 6 Days for
both 3rd project which was opportunity for second charge study I conduct meeting with
government and PSU employees and 4th project was list of government offices/ PSUs/
Educational institutes for marketing of SBI home loans.
4.4 PROBLEM STATEMENT AND IMPORTANCE OF STUDY
PROBLEM STATEMENTS:
PARTICULAR PROJECTS
Builders survey:
Other banks customers
survey:
MANAGEMENT
PROBLEM :
Expectation of builders and
strategist to improve penetration
in approved projects.
How to improve takeover of home
loans at Vadodara?
RESEARCH
PROBLEM:
State bank of India [Vadodara]
wants to know the expectation
of builders with state bank of
India RACPC department in
Vadodara. And want to do
market penetration in home
loan.
State bank of India [Vadodara]
wants to know the opinion and
feedback of other banks
customers regarding SBI housing
loan (HLST) in Vadodara. And
want to do market penetration in
home loan.

43
IMPORTANCE OF STUDY:
NO. PARTICULARS FOR ALL PROJECTS
As the mostly builders act as an influencer to the customers for getting home
loans from a particular banks for housing finance this topic of study is containing
various significance which described as follows
1. This research study will be a significant endeavour in promoting fast and flexible
services to the builders as well as customers for more market penetration.
2. This study may provide significant information related to the major factors to be co
nsider by which the builders can be influence the customers for getting home loan
s from a particular bank.
3. This study enables State Bank of India to know the actual thinking and opinions of
the builders & other bank customers regarding SBI home loans.
4. This study would be beneficial to the SBI to know that how their competitor banks
are performing in the market.
5. This study provide list of Government / PSU/ Educational institute for market penetra
tion.
6. This study provided the review about Government employees about second charg
e.
7. This study would also be a significant for the SBI to compare their products and
services with their competitor banks.
8 This study will helpful to the management of SBI for their future advancement and
strategic planning.
Finally, this study would enable the SBI to give more concentration about the
major opinions which has been drawn through this research project and try to get
some amendments in their policies and practices in home loans.

44
4.5 OBJECTIVES OF THE STUDY
NO. PROJECTS
1. Builders survey:
2. Other banks customers
survey:
1
To study the expectation of Builders
with State Bank of India RACPC
department of Vadodara city
To study the basic opinions and
feedback of Other Banks customers
regarding State Bank of India Housing
Loan department of Vadodara city
2
To know the satisfaction level of
builders who are having or not having
Tie-Ups with the State Bank of India.
To know the satisfaction level of other
bank customers with State bank of India
3
To find out the basic problems faced
by Builders regarding State Bank of
India Housing loan Department and try
to give some suggestions related to
the same for future advancement
To find the problems of customer of
other bank for improve take-over of
home loans
4
To gain the basic knowledge about
APF business of State Bank of India
To gain the basic knowledge about
housing loan business of State Bank of
India
5
To know the procedure adopted by
State Bank of India for giving Approval
Certificate to Builders for their on-
going and also upcoming Residential
projects
To know the procedure adopted by State
Bank of India for approval of home loan.
PROJECT: 3
6
Find out list of Government / PSU / Educational institute for market penetration.

45
CHAPTER: - 5 RESEARCH METHODOLOGY
No. PARTICULAR PROJECTS
Builders survey:
Other banks customers
Survey:
5.1.
Research
Design
Descriptive Research Design Descriptive Research Design
5.2.
Source(s) of
Data method
Primary data – structured
questionnaire
Secondary date – literature
review, books, research papers,
web.
Primary data – structured
questionnaire
Secondary date – literature
review, books, research papers,
web.
5.3. Data collection
Survey Method
Personal Survey Method
Survey Method
Personal Survey Method
5.4. Population
Around 700 Builders of the
Vadodara city for builder’s
survey
Vadodara population who take
home loans.
5.5.
Sampling
Method
Non Probability Convenience
Sampling technique
Non Probability Convenience
Sampling technique
5.6. Sampling Frame
To study the Builders opinion
regarding State Bank of India in
case of housing loan in
Vadodara city” 100 respondents
were selected by adopting
convenient sampling technique.
To study the other banks
customer’s opinion regarding
State Bank of India in case of
housing loan in Vadodara city”
100 respondents were selected
by adopting convenient sampling
technique.
5.7. Sample Size 100 Respondents 100 Respondents
5.8.
Data collection
Instrument
Structured Questionnaire Structured Questionnaire
5.9. Research Tools
(Statistical Package to Social
Science) software.
(Statistical Package to Social
Science) software.

46
CHAPTER 6:- DATA ANALYSIS AND INTERPRETATION
TABLE NO. 1 Builders have Approval Certificate and MOU with SBI
Frequency percentage% Valid %
Cumulative
%
Valid Yes 63 63.0 63.0 63.0
No 37 37.0 37.0 100.0
Total 100 100.0 100.0
GRAPH NO. 1: Builders have Approval Certificate and MOU with SBI
INTERPRETATION:
 Above chart shows that 63 % projects have approved certificate and MOU. And 37 %
projects neither approve certificate nor do they want to do business with State Bank of
India.
0
10
20
30
40
50
60
70 63 63.0
37 37.0
Frequency Percentage
Yes No

47
TABLE NO. 2: Either satisfied or dissatisfied tie up process of SBI
Frequency percentage% Valid %
Cumulative
%
Valid Yes 54 54.0 54.0 54.0
No 46 46.0 46.0 100.0
Total 100 100.0 100.0
GRAPH NO. 2: Either satisfied or dissatisfied tie up process of SBI
INTERPRETATION:
 Above chart shows that 54 % builders are satisfied with tie up process of SBI.
 46 %s of builders are dissatisfied with tie up process of State Bank of India.

48
TABLE NO. 3: Below banks provide APF no. first
Frequency
percentage
%
Valid %
Cumulative
%
Valid Axis 12 12.0 12.0 12.0
SBI 32 32.0 32.0 44.0
HDFC 34 34.0 34.0 78.0
ICICI 20 20.0 20.0 98.0
PNB 1 1.0 1.0 99.0
India-
bulls
1 1.0 1.0 100.0
Total 100 100.0 100.0
GRAPH NO. 3: Below banks provide APF no. first
INTERPRETATION:
 Above graph shows that 32 % approval were first given by State Bank of India. HDFC had
given 34 %s on first approval given on projects. 12% & 20% first approval given by Axis and
ICICI banks respectively. And 1% for both Punjab national bank and India bulls.
 So maximum HDFC give first and fast approvals of projects.

49
TABLE NO.4: Project holds CRISIL REAL STAR RATING
Frequency
percentage
%
Valid %
Cumulative
%
Valid yes 3 3.0 3.0 3.0
No 97 97.0 97.0 100.0
Total 100 100.0 100.0
GRAPH NO.4: Project holds CRISIL REAL STAR RATING
INTERPRETATION:
 Above chart shows that, in Vadodara only 3 projects have CRISIL STAR rating.
 Other 97 projects do not have CRISIAL STAR rating on their projects.

50
TABLE NO.5: Below bank builders refer first to the customer for home loan
Frequency
percentage
%
Valid % Cumulative
%
Valid Axis 14 14.0 14.0 14.0
SBI 27 27.0 27.0 41.0
HDFC 38 38.0 38.0 79.0
ICICI 19 19.0 19.0 98.0
PNB 1 1.0 1.0 99.0
India
bulls
1 1.0 1.0 100.0
Total 100 100.0 100.0
GRAPH NO.5: Below bank builders refer first to the customer for home loan
INTERPRETATION:
 Above chart shows that 38 % builders suggest HDFC bank for home loan.
 27 % builders suggest SBI bank loan.
 19% & 14% builders suggest ICICI Bank and axis bank for home loan.
 1% suggests for both Punjab national bank and India bulls.

51
TABLE NO. 6: Either satisfied or dissatisfied with services of SBI
Frequency
percentage
%
Valid
%
Cumulative
%
Valid yes 43 43.0 43.0 43.0
No 57 57.0 57.0 100.0
Total 100 100.0 100.0
GRAPH NO. 6: Either satisfied or dissatisfied with services of SBI
INTERPRETATION:
 Above chart shows 43 % builders are satisfied with services of SBI.
 57 % builders are dissatisfied with services of SBI.

52
TABLE NO. 7: Constrained faced while getting home loan from SBI
CONSTRAIN FACE IN SBI FREQUENCY PERCENTAGE
%
Services is not good 26 14.53
Approval timing is more 48 26.82
Interest is high 0 0
Executive Availability problem 15 8.38
If any other 18 10.06
Documentation More 50 27.92
Approval Amount is less 20 11.17
Office amenities is not good 2 1.12
TOTAL 179.00 100
GRAPH NO. 7: Constrained faced while getting home loan from SBI

53
INTERPRETATION:
 As above chart shows that approx. 15 % builders have problem of services in SBI.
 Approx. 27 % builders have problem of Approval timing in SBI.
 Approx. 8 % builders have problem of executive availability in SBI.
 10 % builders have problem of any other problems in SBI like,
1. Agreement problem
2. APF Not Given
3. APF not yet provided
4. APF problem
5. APF not provided
6. Customer not taken
7. Customers is not given
8. Document misplace by RACPC
9. Document query is more
10. Last payment cheque was not clear
11. Mortgage problem
12. NO one employees of SBI like to work
13. Payment problem (last cheque)
14. RACPC not responds properly
 28 % builders have problem of documentation is more in SBI.
 11 % builders have problem of approval amount is less than required in SBI.
 1 % builders have problem of office amenities in SBI.

54
TABLE NO. 8: Reason for referring customer to go for other bank
REASON FOR REFERRING OTHER
BANK:
FREQUENCY PERCENTAGE %
Services is too good 64 29.09
Approval timing is less 55 25.00
Interest is lower than SBI 3 1.36
Executive Availability at a time 26 11.82
If any other 2 0.91
Documentation is less 47 21.36
required Amount approved 20 9.09
Office amenities is too good 3 1.36
TOTAL 220 100
GRAPH NO. 8: Reason for referring customer to go for other bank

55
INTERPRETATION:
 As above chart shows reasons for referring customer to go for other bank by
builders.
 1.36 % reasons are office amenities of other banks
 9.09 % reason is required amount is approved of other banks.
 21.36 % reasons are document is less of other banks.
 0.91 %s any other reason for other banks like
1. Customer problem
2. Youngster and educate people is not available
 11.82 % reasons are executive available at a time of other banks.
 1.36 % reasons are interest is lower than SBI of other banks.
 25.00 % reasons are approval timing is less of other banks.
 29.09 % reasons are services are too good of other banks.

56
TABLE NO. 9: Either fully satisfied or dissatisfied with SBI
Frequency
percentage
%
Valid
%
Cumulative
%
Valid Yes 40 40.0 40.0 40.0
No 60 60.0 60.0 100.0
Total 100 100.0 100.0
GRAPH NO. 9 Either fully satisfied or dissatisfied with SBI
INTERPRETATION:
 As above chart shows that 60 % builders are not fully satisfied with SBI.
 And 40 % builders are fully satisfied with SBI

57
TABLE NO. 9.1: IF NO, below are the reasons for dissatisfaction
IF NO, THEN WHAT PROBLEM : FREQUENCY PERCENTAGE %
Physical services is not good 10 6.58
Approval document more 43 28.29
Online services not available 7 4.6
Mortgage of house 4 2.63
If Any other 9 5.92
Approval time is long 45 29.61
Legal process is too much 32 21.05
Internal environment not good 2 1.32
TOTAL 152 100
GRAPH NO. 9.1: IF NO, below are the reasons for dissatisfaction

58
INTERPRETATION:
 As above chart shows that 1 % builders have problem of internal environment of
RACPC (SBI).
 21 % builders have problem of legal process is too much in SBI.
 30 % builders have problem with approval timing. They said that SBI taken too much
time for approval of loan and APF.
 6 % builders have problem of any other reasons like
1. APF required 5 files login.
2. Customer not taken.
3. Executive not respond well.
4. Executive problem.
5. Executive services not good.
6. Last payment cheque was not clear fast.
7. Payment problem (last cheque).
8. Required amount is not approved.
9. SBI Staff loan is not approved.
 3 % builders have problem with mortgage process of SBI
 5 % builders have problem with technology of online services in SBI.
 28 % builders have problem with documentation is more in SBI.
 7 % builders have problem with physical services of RACPC (SBI) executive who
visit sites in all over Vadodara.

59
TABLE NO. 9.2: IF YES, below are the reasons for satisfaction
IF YES, WHAT IS GOOD FREQUENCY PERCENTAGE %
Physical services is good 13 13.27
Approval document is enough 22 22.45
Mortgage of house process is good 10 10.20
If any other 1 1.02
Approval time justified 18 18.37
Legal process is good 29 29.59
internal environment is good 5 5.10
TOTAL 98 100.00
GRAPH NO. 9.2: IF YES, below are the reasons for satisfaction

60
INTERPRETATION:
 As above chart shows that 5 % builders are fully satisfied with internal environment of
RACPC (SBI).
 30 % builders are fully satisfied with legal process of RACPC (SBI).
 18 % builders are fully satisfied with approval timing of RACPC (SBI) is less than other
banks.
 1 % builders are fully satisfied with other reasons of RACPC (SBI) like
1. 90% loan is approved at Market price.
 10 % builders are fully satisfied with mortgage of house process of RACPC (SBI).
 22 % builders are fully satisfied with documentation process of RACPC (SBI).
 13 % builders are fully satisfied with physical services of RACPC (SBI).

61
TABLE NO.10: Opinion about RACPC of SBI: Physical services
Frequency
percentage
% Valid %
Cumulative
%
Valid Worst 4 4.0 4.0 4.0
Bad 8 8.0 8.0 12.0
Neutral 27 27.0 27.0 39.0
Good 56 56.0 56.0 95.0
excellent 5 5.0 5.0 100.0
Total 100 100.0 100.0
GRAPH NO.10: Opinion about RACPC of SBI: Physical services.
INTERPRETATION:
 As above chart shows that Physical service of RACPC in SBI is 56 % builders finds it
good.
 5 % builders finds it excellent
 27 % builders finds it neutral (not good not bad).
 8 & 4 % builders find it is bad and worst.

62
TABLE NO.11: Opinion about RACPC of SBI: Internal Environment
Frequency
percentage
%
Valid
%
Cumulative
%
Bad 7 7.0 7.0 11.0
Neutral 32 32.0 32.0 43.0
Good 29 29.0 29.0 72.0
excellent 28 28.0 28.0 100.0
Total 100 100.0 100.0
GRAPH NO.11: Opinion about RACPC of SBI: Internal Environment
INTERPRETATION:
 As above chart shows that Internal Environment of RACPC in SBI is 29 % builders find it
good.
 28 % builders find it excellent.
 32 % builders finds it neutral (not good not bad)
 A 7 & 4 % builder finds it bad and worst.

63
TABLE NO.12: Opinion about RACPC of SBI: Document verification time
Frequency
percentage
% Valid %
Cumulative
%
Bad 42 42.0 42.0 47.0
Neutral 20 20.0 20.0 67.0
Good 27 27.0 27.0 94.0
Excellent 6 6.0 6.0 100.0
Total 100 100.0 100.0
GRAPH NO.12: Opinion about RACPC of SBI: Document verification time
INTERPRETATION:
 As above chart shows that Document verification time of RACPC in SBI is 27 % builders
finds it good.
 20 % builders find it neutral (not good not bad).
 A 42 & 5 % builder find it bad and worst.

64
TABLE NO.13: Opinion about RACPC of SBI: Registration process
Frequency
percentage
% Valid %
Cumulative
%
Bad 36 36.0 36.0 43.0
Neutral 20 20.0 20.0 63.0
Good 19 19.0 19.0 82.0
Excellent 18 18.0 18.0 100.0
Total 100 100.0 100.0
GRAPH NO.13: Opinion about RACPC of SBI: Registration process
INTERPRETATION:
 As above chart shows that Registration process of RACPC in SBI is 19 % builders finds it
good.
 A 36 & 7 % builder finds it bad and worst.

65
TABLE NO.14: Opinion about RACPC of SBI: Fast Cash generation
Frequency
percentage
% Valid %
Cumulative
%
Bad 16 16.0 16.0 19.0
Neutral 34 34.0 34.0 53.0
Good 36 36.0 36.0 89.0
Excellent 11 11.0 11.0 100.0
Total 100 100.0 100.0
GRAPH NO.14: Opinion about RACPC of SBI: Fast Cash generation
INTERPRETATION:
 As above chart shows that Fast Cash generation of RACPC in SBI is 36 % builders finds it
good.
 16 & 3 % builders find it bad and worst.

66
GRAPH NO.15: Opinion about RACPC of SBI: Brand Name
Frequency
percentage
% Valid %
Cumulative
%
Bad 5 5.0 5.0 7.0
Neutral 8 8.0 8.0 15.0
Good 32 32.0 32.0 47.0
excellent 53 53.0 53.0 100.0
Total 100 100.0 100.0
TABLE NO.15: Opinion about RACPC of SBI: Brand Name
INTERPRETATION:
 As above chart shows that Brand Name of RACPC in SBI is 32 % builders find it good.

67
TABLE NO.16: Opinion about RACPC of SBI: Updates of Documents
Frequency
percentage
%
Valid
%
Cumulative
%
Bad 16 16.0 16.0 20.0
Neutral 27 27.0 27.0 47.0
Good 39 39.0 39.0 86.0
excellent 14 14.0 14.0 100.0
Total 100 100.0 100.0
GRAPH NO.16: Opinion about RACPC of SBI: Updates of Documents
INTERPRETATION:
 As above chart shows that Updates of Documents of RACPC in SBI is 39 % builders find it
good.

68
TABLE NO.17: Opinion about RACPC of SBI: Offers available for you
Frequency
percentage
%
Valid
%
Cumulative
%
Bad 16 16.0 16.0 20.0
Neutral 21 21.0 21.0 41.0
Good 38 38.0 38.0 79.0
excellent 21 21.0 21.0 100.0
Total 100 100.0 100.0
GRAPH NO.17: Opinion about RACPC of SBI: Offers available for you
INTERPRETATION:
 As above chart shows that Offers availability for builders at RACPC in SBI is 38 % builders
find it.

69
TABLE NO.18: Opinion about RACPC of SBI: Executive Response
Frequency
percentage
%
Valid
%
Cumulative
%
Valid Worst 13 13.0 13.0 13.0
Bad 17 17.0 17.0 30.0
Neutral 24 24.0 24.0 54.0
Good 24 24.0 24.0 78.0
excellent 22 22.0 22.0 100.0
Total 100 100.0 100.0
GRAPH NO.18: Opinion about RACPC of SBI: Executive Response
INTERPRETATION:
 As above chart shows that Executive response of SBI is 24 % builders finds it good.

70
TABLE NO.19: Opinion about new centralize unit of SBI name as RACPC
Frequency
percentage
%
Valid
%
Cumulative
%
Valid Good 84 84.0 84.0 84.0
Neutral 13 13.0 13.0 97.0
Bad 3 3.0 3.0 100.0
Total 100 100.0 100.0
GRAPH NO.19: Opinion about new centralize unit of SBI name as RACPC
INTERPRETATION:
 As above chart shows Opinion about new centralize unit RACPC.
 84 % builders are satisfied with new centralize unit RACPC of SBI.
 13 % builders are neutral (not good not bad) behaviour about new centralize unit RACPC of
SBI
 3 % builders unhappy with centralize unit RACPC of SBI.

71
TABLE NO.20: Either fully satisfied or dissatisfied with documentation process by RACPC
Frequency
Percentage
%
Valid
%
Cumulative
%
Valid yes 60 60.0 60.0 60.0
No 40 40.0 40.0 100.0
Total 100 100.0 100.0
GRAPH NO.20: Either fully satisfied or dissatisfied with documentation process by RACPC
INTERPRETATION:
 As above chart shows that 60 % builders are satisfied with documentation process of
RACPC.
 And 40 % builders are dissatisfied with documentation process of RACPC.

72
TABLE NO. 21: Either fully satisfied or dissatisfied with disbursement process by RACPC
Frequency
Percentage
%
Valid
%
Cumulative
%
Valid yes 63 63.0 63.0 63.0
No 37 37.0 37.0 100.0
Total 100 100.0 100.0
GRAPH NO. 21: Either fully satisfied or dissatisfied with disbursement process by RACPC
INTERPRETATION:
 As above chart shows that 63 % builders are satisfied with disbursement process of
RACPC.
 And 37 % builders are dissatisfied with disbursement process of RACPC.

73
ANAYLSIS
ONE WAY ANNOVA
1.
H0: There is no relationship between documentation processes by RACPC & RACPC
department services in SBI.
H1: There is a relationship between documentation processes by RACPC & RACPC
department services in SBI.
ANOVA
Sum of Squares DF. Mean Square F Sig.
RACPC of SBI Services:
Physical services
Between Groups 20.167 1 20.167 36.043 .000
Within Groups 54.833 98 .560
Total 75.000 99
internal Environment
Between Groups 35.042 1 35.042 42.948 .000
Total 115.000 99
Document Verification Time
Between Groups 50.460 1 50.460 81.267 .000
Total 111.310 99
Registration process
Between Groups 66.667 1 66.667 74.172 .000
Total 154.750 99
RACPC of SBI Services: Fast
Cash generation
Between Groups 36.015 1 36.015 59.796 .000
Total 95.040 99
RACPC of SBI Services: Brand
Name
Between Groups 5.607 1 5.607 6.465 .013
Total 90.590 99
Updates of Document
Between Groups 28.602 1 28.602 35.077 .000
Total 108.510 99
RACPC of SBI Services: Offer
Available for you
Between Groups 36.015 1 36.015 40.744 .000
Total 122.640 99
Executive Response
Between Groups 63.375 1 63.375 55.764 .000
Within Groups 111.375 98 1.136
Total 174.750 99
Interpretation:
 As shown in table (1) there are nine variables where the ANOVA value is less than 0.05.
Hence for all these nine variables the null hypothesis is not accepted at 5% level of
significance. Hence for these nine variables we can conclude that there is a relationship
between documentation processes by RACPC & RACPC department services in SBI.

74
2.
H0: There is no relationship between satisfaction with services of SBI & constrain face
while getting loan from SBI.
H1: There is a relationship between satisfaction with services of SBI & constrain face while
getting loan from SBI.
ANOVA
Sum of
Squares
DF Mean
Square
F Sig.
Constrain face in SBI :
Services is not good
Between Groups 2.730 1 2.730 16.205 .000
Total 19.240 99
Constrain face in SBI
:Approval timing is
more
Between Groups 4.610 1 4.610 23.075 .000
Total 24.190 99
:Interest is high
Between Groups .000 1 .000 . .
Within Groups .000 98 .000
Total .000 99
Executive Availability
problem
Between Groups 1.212 1 1.212 10.293 .002
Total 12.750 99
:Documentation More
Between Groups 7.436 1 7.436 41.488 .000
Total 25.000 99
:Approval Amount is
less
Between Groups 1.279 1 1.279 8.518 .004
Total 16.000 99
Office amenities is not
good
Between Groups .030 1 .030 1.532 .219
Total 1.960 99
Interpretation:
 As shown in table (2) there are seven variables where the ANOVA value is less than 0.05
except last one. Hence for all these six variables the null hypothesis is not accepted at 5%
level of significance. Hence for these six variables we can conclude that there is a
relationship between satisfaction with services of SBI & constrain face while getting loan
from SBI.

75
3.
H0: There is no relationship between fully satisfaction with services of SBI & queries or
problems in SBI.
H1: There is a relationship between fully satisfaction with services of SBI & queries or
problems in SBI.
ANOVA
Sum of
Squares
DF Mean
Square
F Sig.
If no, then what
problem :Physical
services is not good
Between
Groups
.667 1 .667 7.840 .006
Total 9.000 99
If no, then what
problem : Approval
document more
Between
Groups
12.327 1 12.327 99.153 .000
Total 24.510 99
If no, then what
problem : Online
services not available
Between
Groups
.327 1 .327 5.177 .025
Total 6.510 99
If no, then what
problem : Mortgage of
house
Between
Groups
.107 1 .107 2.800 .097
Total 3.840 99
If no, then what
problem :Approval time
is long
Between
Groups
13.500 1 13.500 117.600 .000
Total 24.750 99
If no, then what
problem :Legal process
is too much
Between
Groups
6.827 1 6.827 44.800 .000
Total 21.760 99
If no, then what
problem :internal
environment not good
Between
Groups
.027 1 .027 1.352 .248
Total 1.960 99
Interpretation:
 As shown in table (3) there are seven variables where the ANOVA value is less than 0.05
except one. Hence for all these six variables the null hypothesis is not accepted at 5% level
of significance. Hence for these six variables we can conclude that there is a relationship
between fully satisfaction with services of SBI & queries or problems in SBI.

76
4.
H0: There is no relationship between fully satisfaction with services of SBI & reason for
satisfaction with SBI.
H1: There is a relationship between fully satisfaction with services of SBI & reason for
satisfaction with SBI.
ANOVA
Sum of
Squares
DF Mean
Square
F Sig.
If yes, What is good
:Physical services is
good
Between
Groups
2.535 1 2.535 28.311 .000
Total 11.310 99
:Approval document is
enough
Between
Groups
7.260 1 7.260 71.867 .000
Total 17.160 99
:Legal process is
good
Between
Groups
12.615 1 12.615 155.018 .000
Total 20.590 99
:Mortgage of house
process is good
Between
Groups
1.500 1 1.500 19.600 .000
Total 9.000 99
:internal environment
is good
Between
Groups
.375 1 .375 8.400 .005
Total 4.750 99
:Approval time
justified
Between
Groups
4.860 1 4.860 48.109 .000
Total 14.760 99
Interpretation:
 As shown in table (4) there are six variables where the ANOVA value is less than 0.05.
Hence for all these six variables the null hypothesis is not accepted at 5% level of
significance. Hence for these six variables we can conclude that there is a relationship
between fully satisfaction with services of SBI & reason for satisfaction with SBI (RACPC).

77
CHI-SQUARE
1.
H0: There is no relationship between fully satisfactions with services of SBI & Approval
document is more.
H1: There is a relationship between fully satisfactions with services of SBI & Approval
document is more.
Chi-Square Tests
Value DF
Asymp. Sig.
(2-sided)
Exact
Sig. (2-sided)
Exact Sig.
(1-sided)
Pearson Chi-Square 50.292a
1 .000
Continuity Correctionb
47.411 1 .000
Likelihood Ratio 65.134 1 .000
Fisher's Exact Test .000 .000
Linear-by-Linear
Association
49.789 1 .000
N of Valid Cases 100
a. 0 cells (0.0%) have expected count less than 5. The minimum expected count is
17.20.
b. Computed only for a 2x2 table
Interpretation:
 As shown in table (1) there are two variables where the CHI-SQUARE value is less than
0.05 and cells are 0%.Hence for these two variables the null hypothesis is not accepted at
5% level of significance. Hence for these two variables we can conclude that there is a
relationship between fully satisfactions with services of SBI & Approval document is more.

78
2.
H0: There is no relationship between fully satisfaction with services of SBI & legal process
is too much.
H1: There is a relationship between fully satisfaction with services of SBI & legal process is
too much.
Chi-Square Tests
Value DF
Asymp. Sig.
(2-sided)
Exact Sig.
(2-sided)
Exact Sig.
(1-sided)
1 .000
Continuity Correctionb
28.969 1 .000
Fisher's Exact Test .000 .000
Linear-by-Linear
Association
31.059 1 .000
a. 0 cells (0.0%) have expected count less than 5. The minimum expected count is
12.80.
Interpretation:
relationship between fully satisfaction with services of SBI & legal process is too much.

79
3.
H0: There is no relationship between fully satisfaction with services of SBI & Reason for
Satisfaction: physical service is good.
H1: There is a relationship between fully satisfaction with services of SBI & Reason for
satisfaction: physical service is good.
Chi-Square Tests
Value DF
Asymp. Sig.
(2-sided)
Exact Sig.
(2-sided)
Exact Sig.
(1-sided)
Pearson Chi-
Square
22.414a
1 .000
Continuity
Correctionb
19.632 1 .000
Fisher's Exact
Test
.000 .000
Linear-by-Linear
Association
22.190 1 .000
N of Valid
Cases
100
a. 0 cells (0.0%) have expected count less than 5. The minimum expected
Count is 5.20.
Interpretation:
relationship between fully satisfaction with services of SBI & Reason for satisfaction:
physical service is good.

80
4.
H0: There is no relationship between APF and MOU with SBI & RACPC of SBI Services:
Executive Response.
H1: There is a relationship between APF and MOU with SBI & RACPC of SBI Services:
Executive Response.
Chi-Square Tests
Value DF Asymp. Sig. (2-
sided)
4 .002
Linear-by-Linear
Association
14.292 1 .000
a. 1 cells (10.0%) have expected count less than 5. The minimum
expected count is 4.81.
Interpretation:
relationship between fully satisfaction APF and MOU with SBI & RACPC of SBI Services:
Executive Response.

81
5.
H0: There is no relationship between Satisfaction with disbursement process of RACPC &
RACPC of SBI Services: Executive Response.
H1: There is a relationship between Satisfaction with disbursement process of RACPC &
RACPC of SBI Services: Executive Response.
Chi-Square Tests
Value DF
Asymp. Sig.
(2-sided)
4 .000
Linear-by-Linear
Association
37.442 1 .000
a. 1 cells (10.0%) have expected count less than 5. The
minimum expected count is 4.81.
Interpretation:
relationship between Satisfaction with disbursement process of RACPC & RACPC of SBI
Services: Executive Response.

82
CHAPTER 7: RESULTS AND FINDINGS
1. As per the data obtained it is evident that 63 % projects are approval certificate and MOU.
And 37 % projects do not approval certificate and even they do not want to do business with
State Bank of India. [Ref.: Que.1].
2. As per the data obtained it is evident that 54 % builders are satisfied with tie up process of
SBI. 46 %s of builders are not satisfied with tie up process of State Bank of India. [Ref.:
Que.2].
3. As per the data obtained it is evident that 32 % approved first given by State Bank of India.
HDFC had given 34 % first approvals given on projects. 12% & 20% are the first approval
given by Axis and ICICI banks respectively. And 1% for both Punjab national bank and India
bulls. So maximum HDFC give first and fast approvals of projects. [Ref.: Que.3].
4. As per the data obtained it is evident that in Vadodara only 3 projects have CRISIL STAR
rating. Other 97 projects do not have CRISIAL STAR rating on their projects. [Ref.: Que.4].
5. As per the data obtained it is evident that 38 % builders suggest HDFC bank for home
loan.27 % builders suggest SBI bank loan.19% & 14% builders suggest ICICI Bank and axis
bank for home loan.1% suggests for both Punjab national bank and India bulls. [Ref.:
Que.5].
6. As per the data obtained it is evident that 43 % builders are satisfied with services of SBI.
57 % builders are not satisfied with services of SBI. [Ref.: Que.6].
7. As per the data obtained it is evident that 14.53 % builders have problem with services in
SBI. 26.82 % builders have problem of Approval timing in SBI. 8.36 % builders have
problem towards executive availability in SBI. 10.06 % builders have problem of any other
problems in SBI. 27.92 % builders have problem towards documentation is more in SBI.
11.17 % builders have problem towards approval amount is less than required in SBI. 1.12
% builders have problem of office amenities in SBI. [Ref.: Que.7].

83
8. As per the data obtained it is evident that reasons for referring customer to go for other
bank by builders.1.36 % reasons are office amenities of other banks 9.09 % reasons is
required amount is approved of other banks. 21.36 % reasons are document is less of other
banks. 0.91 %s any other reason for referring other banks. 11.82 % reasons are executive
available at a time of other banks. 1.36 % reasons are interest is lower than SBI of other
banks. 25.00 % reasons are approval timing is less of other banks. 29.09 % reasons are
services are too good of other banks. [Ref.: Que. 8].
9. As per the data obtained it is evident that 60 % builders are partially satisfied with SBI. And
40 % builders are fully satisfied with SBI. [Ref.: Que.9].
10.As per the data obtained it is evident that 1.32 % builders have problem toward internal
environment of RACPC (SBI). 21.05 % builders have problem towards legal process is time
taking in SBI. 29.61 % builders have problem with approval timing. They said that SBI takes
too much time for approval of loan and APF. 5.92 % builders have problem of any other
reasons 2.63 % builders have problem with mortgage process of SBI. 4.60 % builders have
problem with technology of online services in SBI. 28.29 % builders have problem with
documentation is more in SBI. 6.58 % builders have problem with physical services of
RACPC (SBI) executive who visit sites in all over Vadodara. [Ref.: Que. 9_1].
11.As per the data obtained it is evident that 5 % builders are fully satisfied with internal
environment of RACPC (SBI). 30 % builders are fully satisfied with legal process of RACPC
(SBI). 18 % builders are fully satisfied with approval timing of RACPC (SBI) is less than
other banks. 1 % builders are fully satisfied with other reasons of RACPC. 10 % builders are
fully satisfied with mortgage of house process of RACPC (SBI). 22 % builders are fully
satisfied with documentation process of RACPC (SBI). 13 % builders are fully satisfied with
physical services of RACPC (SBI). [Ref.: Que. 9_2].
12.As per the data obtained it is evident that Physical service of RACPC in SBI is 56 %
builders say find it good. 5 % builders find it excellent 27 % builders find it neutral (not good
not bad).8 & 4 % builders find it bad and worst. [Ref.: Que.10].
13.As per the data obtained it is evident that Internal Environment of RACPC in SBI is 29 %
builders say that it is good. 28 % builders say that it is excellent.32 % builders say that it is
neutral (not good not bad) 7 & 4 % builders say that it is bad and worst. [Ref.: Que.11].

84
14.As per the data obtained it is evident that Document verification time of RACPC in SBI is 27
% builders say that it is good.6 % builders say that it is excellent. 20 % builders say that it is
neutral (not good not bad). 42 & 5 % builders say that it is bad and worst. [Ref.: Que.12].
15.As per the data obtained it is evident that Registration process of RACPC in SBI is 19 %
builders say that it is good. 18 % builders say that it is excellent. 20 % builders say that it is
16.As per the data obtained it is evident that Fast Cash generation of RACPC in SBI is 36 %
17.As per the data obtained it is evident that Brand Name of RACPC in SBI is 32 % builders
say that it is good. 53 % builders say that it is excellent.8 % builders say that it is neutral
(not good not bad). 5 & 2 % builders say that it is bad and worst. [Ref.: Que.15].
18.As per the data obtained it is evident that Updates of Documents of RACPC in SBI is 39 %
19.As per the data obtained it is evident that Offers availability for builders at RACPC in SBI is
38 % builders say that it is good. 21 % builders say that it is excellent.21 % builders say that
it is neutral (not good not bad).16 & 4 % builders say that it is bad and worst. [Ref.: Que.17].
20.As per the data obtained it is evident that Executive response of SBI is 24 % builders say
that it is good. 22 % builders say that it is excellent. 24 % builders say that it is neutral (not
good not bad). 17 & 13 % builders say that it is bad and worst. [Ref.: Que.18].
21.As per the data obtained it is evident that Opinion about new centralize unit RACPC.84 %
builders are satisfied with new centralize unit RACPC of SBI.13 % builders are neutral (not
good not bad) behaviour about new centralize unit RACPC of SBI3 % builders are not
happy with centralize unit RACPC of SBI. [Ref.: Que.19].

85
22.As per the data obtained it is evident that 60 % builders are satisfied with documentation
process of RACPC. And 40 % builders are not satisfied with documentation process of
RACPC. [Ref.: Que.20].
23.As per the data obtained it is evident that 63 % builders are satisfied with disbursement
process of RACPC. And 37 % builders are not satisfied with disbursement process of
RACPC. [Ref.: Que.21].
24.As per Annova analysis shows that there is a relationship between documentation process
by RACPC & home loan department services in SBI. So problem arise in any services like
Physical services, internal Environment, Document Verification Time, Registration process,
Fast Cash generation, Brand Name, Updates of Document, Offer Available for you,
Executive Response than check and change documentation process in RACPC branch at
Vadodara. [Ref.: Analysis (ANOVA TABLE) -1].
25.As per Annova analysis shows that there is a relationship between satisfied with services of
SBI & constrain face in SBI. So this analysis show that builders are not satisfied with SBI
and they face difficulties like Services is not good, Approval timing is more, Interest is high,
Executive Availability problem, Documentation More, Approval Amount is less, Office
amenities is not good. So take care about this factor in RACPC at Vadodara. [Ref.: Analysis
(ANOVA TABLE) -2].
26.As per Annova analysis shows that there is a relationship between satisfied with services of
SBI & problems in SBI. So this analysis show that builders are not satisfied with SBI and
they face difficulties like physical Services is not good, Approval timing is more, internal
environment is not good , online services is not available, Documentation More, Approval
Amount is less, mortgage of house, legal process is too much. So take care about this
factor in RACPC at Vadodara. [Ref.: Analysis (ANOVA TABLE) -3].
27.As per analysis of chi square tests show that, there is a relationship between fully satisfy
with services of SBI & Approval document is more. [Ref.: Analysis (CHI SQUARE TESTS) -
1].
28.As per analysis of chi square tests show that, there is a relationship between fully satisfy
with services of SBI & legal process is too much. [Ref.: Analysis (CHI SQUARE TESTS) -2].

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