I Tried to give a detail on this ppt which will make u clear all about SBI. Many things i mentioned like the competitors ... its ATM ... do have a look and download if u need it
I Tried to give a detail on this ppt which will make u clear all about SBI. Many things i mentioned like the competitors ... its ATM ... do have a look and download if u need it
A MS PowerPoint presentation that contains an idea about what Indian banking structure looks like and what role ICICI has played in the development of market infrastructure. It also contains Grievance Redressal system and controversies in which ICICI bank's name was highlighted
CHAPTER:-1
INTRODUCTION OF THE STUDY
The report contains the brief description of the state bank of India. It contains the finding and analysis of the survey conducted to gather primary data to judge the importance of various attributes that influence the satisfaction of customer in different manner and to the different extent. These attributes are classified as initial experience, service delivery experience, relationship experience and grievance handling. Further an attempt has been made to know the overall satisfaction of the customer.
Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals. Customer service proves to be one of the most important factors governing business.
OBJECTIVE OF THE STUDY:-
• TO find out the customer feedback i.e. improvement required or suggestion.
• To find out the relationship between bank and the customer.
• To study the Satisfaction of customers towards the ― state bank of India.
• To Identify the factors that influences the customer behavior of ―state bank of India.
• To identify the factors those influence the selection of SBI banking services in MUMBAI DISTRICT.
SCOPE OF THE STUDY:-
The present study was undertaken to know the preference of the customer towards state bank of India (SBI). The problem of the customer is they are not aware of the services provided by their bank. The study also force on the customer perception that how the banking services can be improved. In my study I have used both primary sources of data as well as secondary sources of data.
• The study has been conducted on behalf of ―STATE BANK OF INDIA.
• The study is confined to the Mumbai region.
• The study covers the service providers and users of ―STATE BANK OF INDIA.
• The study has put forward the Customers as well as acceptability behavior for the services.
• The scope of the study is to find out the ―Customer Satisfaction
Limitations of the Study:-
The study report consists of few limitations:-
• The report has been conducted within a limited time frame.
• The study is self financed.
• The study is limited to the customer of Mumbai only.
• Only selected Branches and Banks have been considered for the study.
• Samples were selected conveniently.
• The sample size does not represent the total population.
• The sample of size is limited to 30 only and the sample size may not represent whole market.
LITERATURE REVIEW:-
A MS PowerPoint presentation that contains an idea about what Indian banking structure looks like and what role ICICI has played in the development of market infrastructure. It also contains Grievance Redressal system and controversies in which ICICI bank's name was highlighted
CHAPTER:-1
INTRODUCTION OF THE STUDY
The report contains the brief description of the state bank of India. It contains the finding and analysis of the survey conducted to gather primary data to judge the importance of various attributes that influence the satisfaction of customer in different manner and to the different extent. These attributes are classified as initial experience, service delivery experience, relationship experience and grievance handling. Further an attempt has been made to know the overall satisfaction of the customer.
Customer satisfaction, a term frequently used in marketing, is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals. Customer service proves to be one of the most important factors governing business.
OBJECTIVE OF THE STUDY:-
• TO find out the customer feedback i.e. improvement required or suggestion.
• To find out the relationship between bank and the customer.
• To study the Satisfaction of customers towards the ― state bank of India.
• To Identify the factors that influences the customer behavior of ―state bank of India.
• To identify the factors those influence the selection of SBI banking services in MUMBAI DISTRICT.
SCOPE OF THE STUDY:-
The present study was undertaken to know the preference of the customer towards state bank of India (SBI). The problem of the customer is they are not aware of the services provided by their bank. The study also force on the customer perception that how the banking services can be improved. In my study I have used both primary sources of data as well as secondary sources of data.
• The study has been conducted on behalf of ―STATE BANK OF INDIA.
• The study is confined to the Mumbai region.
• The study covers the service providers and users of ―STATE BANK OF INDIA.
• The study has put forward the Customers as well as acceptability behavior for the services.
• The scope of the study is to find out the ―Customer Satisfaction
Limitations of the Study:-
The study report consists of few limitations:-
• The report has been conducted within a limited time frame.
• The study is self financed.
• The study is limited to the customer of Mumbai only.
• Only selected Branches and Banks have been considered for the study.
• Samples were selected conveniently.
• The sample size does not represent the total population.
• The sample of size is limited to 30 only and the sample size may not represent whole market.
LITERATURE REVIEW:-
This is about strategies of ICICI bank in Indian and global banking industry, which made ICICI bank one of the best private sector bank in India with significant presence in global cities.
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2. History:
Started as Bank of Calcutta in Calcutta on 2 June 1806.
Re-designed as the Bank of Bengal on 2 January 1809.
Later Bank of Bengal, bank of Madras and Bank of Bombay were
amalgamated to form Imperial Bank of India on 27 January 1921.
It was nationalized on 1955 and was renamed as State Bank of India.
3. Headquarters
: Mumbai, India.
Local head offices : 14
Zonal offices
: 85
No of Branches
: 14,816 (Domestic branches)
186(Foreign branches)
No of employees : 2,28,296
4. Vision:
Attain high standards of efficiency and professionalism and core institutional
values comparable to the best in the field.
To be a committed, caring and responsible corporate citizen.
To provide a satisfying work environment with opportunities for learning, selfdevelopment and self-actualization.
Mission:
Develop into a top rate, nimble footed banking institution committed to
excellence in services to its customers, enhancing stakeholder’s value though care
and competence.
5. SBI group
structure:
Domestic Banking Subsidiaries:
State Bank of
Bikaner & Jaipur
State Bank of
Travancore
State Bank of
Patiala
State Bank of
Hyderabad
State Bank of
Mysore
6. Non Banking Subsidiaries
1.
SBI Capital Markets Ltd.
2.
SBICAP Securities Ltd.
3.
SBICAP Ventures Ltd.
4.
SBICAP (UK) Ltd.
5.
SBICAP Trustees Co. Ltd.
6.
BICAP (Singapore Ltd.)
7.
SBI DFHI Ltd.
8.
SBI Payment Services Pvt. Ltd.
9.
SBI Mutual Fund Trustee Company Pvt Ltd.
10. SBI Global Factors Ltd.
11. SBI Pension Funds Pvt. Ltd.
12. SBI Funds Management Pvt. Ltd.
13. SBI Funds Mgt. (International) Pvt. Ltd.
14. SBI Cards & Payment Services Pvt. Ltd.
15. SBI Life Insurance Company Ltd.
16. SBI-SG Global Securities Services Pvt. Ltd.
17. SBI General Insurance Company Ltd.
7. Joint Ventures:
1.
C-Edge Technologies Ltd.
2.
GE Capital Business Process M gt. Services Pvt. Ltd.
3.
Macquarie SBI Infrastructure M gt. Pte. Ltd.
4.
Macquarie SBI Infrastructure Trustee Ltd.
5.
SBI Macquarie SBI Infrastructure M gt. Pvt. Ltd.
6.
SBI Macquarie SBI Infrastructure Trustee Pvt. Ltd.
7.
Oman India Joint Investment Fund-Mgt. Co Pvt. Ltd.
8.
Oman India Joint Investment Fund-Trustee Co Pvt. Ltd.
Foreign Banking Subsidiaries :
1.
State Bank of India(California)
2.
State Bank of India (Canada)
3.
Commercial Bank of India LLC, Moscow
4.
SBI (Mauritius) Ltd.
5.
PT Bank SBI Indonesia
6.
Nepal SBI Bank Ltd.
8. Central board of directors:
Directors:
1. Shri S. Venkatachalam
2. Shri D. Sundaram
3. Shri Parthasarathy Iyengar
4. Shri Thomas Mathew
5. Shri Jyoti Bhushan Mohapatra
6. Shri S. K. Mukherjee
7. Dr. Rajiv Kumar
8. Shri Deepak Ishwarbhai Amin
9. Shri Harichandra Bahadur Singh
10. Shri Rajiv TakruShri Rajiv Takru
11. Dr. Urjit R. Patel
Shri Pratip Chaudhuri
Chairman
Managing directors:
1. Shri Hemant G. Contractor
2. Shri Diwakar Gupta
3. Shri A. Krishna Kumar
4. Shri S. Vishvanathan
9.
10. SWOT Analysis
1. The biggest bank in the country.
2. Has a separate act for itself. Thus, a special privilege.
3. Biggest branch network in the country
STRENGTH
4. First public sector to move to CBS.
1.
Expected to experience high level of attrition due to retirement of its top
management.
WEAKNESS
2.
Still carries the image of the old Govt. sector bank.
1. Pool in talent to replace the going top management to serve the next
generation.
2. Make better use of its CRM.
OPPORTUNITY
3. Expansion into rural areas.
1. Private banks.
2. New bank licenses by RBI.
THREATS
3. Foreign banks that have sophisticated products.
11. Competitors:
S. No
Name of Bank
Turnover
As of 31st March 2013
(Million)
1
State bank of India
INR 1,196,570
2
ICICI Bank
INR 400750
3
PNB Bank
INR 418930
4
Bank of Baroda
INR 351960
9
HDFC Bank
INR 350640
5
Canara Bank
INR 340770
6
Bank of India
INR 319080
7
Union Bank of India
INR 251240
8
Central bank of India
INR 218600
10
Indian Overseas Bank
INR 206760
12. Financial Status:
Mar '13
Mar '12
Mar '11
Mar '10
Mar '09
1,35,691.94 1,20,872.90
96,329.45
85,962.07
76,479.78
1,21,586.96 1,09,186.89
88,959.12
76,796.02
67,358.55
7,370.35
9,166.05
9,121.23
Total income
Total expenses
Net profit of the
year
14,104.98
11,686.01
20. Net Interest Income
2010-2011
2012-2013
32,526
net intrest
income
2011-2012
43,291
44,331
net intrest income
50,000
45,000
40,000
35,000
30,000
25,000
net intrest income
20,000
15,000
10,000
5,000
0
2010-2011
2011-2012
2012-2013
22. Share Price
1,614.50 -26.20 [1.6]%
NSE
Sep 30,12:03
Day's High | Low
Open Price
1,617.00
1,619.95 | 1,596.65
1,613.80
-24.70 [1.5]%
BSE
Day's High | Low
Open Price
Sep 30,12:09
1,625.00 | 1,597.10
1,614.60
23. PEST analysis
Political
• Regulatory bodies.
• Government policies.
• International legislations.
Economic
• Economic trends( Indian/Global)
• Interest and exchange rates
Social
• Lifestyle trends
• Customer attitude and opinion
• Media news and brand image
• Advertising and publicity
Technology
• Information technology
• Competent technology
• Global communication
Environmental
• Green banking
Reduction in electricity and fuel
consumption, Solar ATMs
25. Eligibility criteria:
For Clerks: Selection of clerks has various restrictions based on educational
qualifications and age.
Educational qualification:
The candidate must have achieved 60% in 10+2 (For General).
The candidate must have achieved 55% in 10+2 (For SC/ST).
A degree from any recognized institute is welcomed.
In terms of age the following criteria must be met:
The minimum required age for this post is 18 years as on 01/12/2011
(Applicable for all).Maximum age should not exceed 28 years (For general).
Adjustment of 3.5 years is available for SC/ST.
Adjustment of 4.3 years is available for BC candidates
If all the basic criteria in terms of age and educational qualification are
fulfilled, the candidate chooses to appear for SBI clerk recruitment program.
26. Probationary Officers: Probationary Officers resembles a higher post which
has greater share of authority and responsibility as a result of which it
requires better knowledge of the candidate.
Educational qualification in such respect is in form of:
The candidate must have achieved 60% in 10+2 (For General).
The candidate must have achieved 55% in 10+2 (For SC/ST).
A degree from any recognized institute is welcomed.
Basic Knowledge in computer such as MS Office, etc.,
Fluency in English and local language.
As far the age criteria goes, following conditions must be satisfies:
The minimum required age for this post is 21 years as on 01/12/2011
(Applicable for all).
Maximum age should not exceed 30 years (For general).
Adjustment of 5 years is available for SC/ST
Adjustment of 3 years is available for BC candidates.
29. Staff strength
officers
assistants Subordina total
te staff
80,404
95,715
39,362
2,15,481
Less:retirements/ 3,059
attrition
Add/less(-) due to 2,604(+)
promotion
4,107
2,412
9,578
2,604(-)
….
….
Add : new
addition
847
20,682
864
22,393
As on 31.3.2013
80,796
1,09,686
37,814
2,28,296
As on 31.3.2012
30. Strategic Training Unit
Apex Training Institutes:
State Bank Staff College- Hyderabad
State Bank Academy- Gurgoan
State Bank Foundation Institute- Indore
State Bank Institute Of Rural Development- Hyderabad
State Bank Institute Of Information And Communication
Management- Hyderabad
State Bank Learning Institutes:
47 Leading Institutes Across 19 States In The Country.
32. Corporate Social Responsibility
1.
The Bank keeps aside 1% of its net profit for corporate social
responsibility.
2.
The Bank CSR policy involves donation under the following major
categories:
a.
National donations to Prime Minister’s and Chief Minister’s Relief
Funds for natural and other calamities.
b.
Contribution to organizations having exemption under 80G of the
Income Tax Act largely for equipment and vehicles.
c.
Distribution of fans and water purifiers to neighbourhood schools.
33. CSR spend. (in crores)
3. Other Flagship programs:
The Bank donated 1,40,000 fans to 14,000 schools. The
methodology was that every branch of the Bank adopted a
school in its neighbour hood attended by students from
modest background and installed 10 fans and one water
purifier.
Bank has donated 313 ambulances and medical vans.
34.
To help children especially the physically handicapped children, Bank
has distributed 51 school buses/vans.
Some of the notable beneficiaries of Bank’s support have been the
following institutions like
Aravind Eye Hospital, Chennai,
Tata Medical Centre, Kolkata,
N.Swain Memorial Trust, Hyderabad,
Sankara Nethralaya, Chennai,
St. Xavier’s College, Mumbai etc.
The Bank has also supported several initiatives in installing solar
lamps in many places largely in the rural areas not having dependable
electricity supply.
35.
36. Honours and Awards
The Bank has won the following awards for its CSR activities.
• Golden Peacock Award for Corporate Social Responsibility.
• Asia’s Best CSR Practice Award-2012
• Asian CSR leadership Award -2012.
• IPE Best CSR Award -2012.
• Most Caring Company Award – 2012.
Other awards and honours include:
FE Best Banks Award-Award for Initiatives”.
National Award- 2011-12 Best Bank for “Excellence in the field of Khadi &
Village Industries (PMEGP)”
37.
“Agriculture Leadership Award 2012” from Agriculture Today under Development
Leadership category.
“Best IT driven Innovation Award in Banking” in the Country from NASSCOM was
awarded to APGVB, RRB sponsored by SBI.
Ministry of Rural Development, GOI, awarded “Certificate of Excellence” for Bank’s
proactive role in establishing Rural Self Employment Training Institutes across the
country during the year 2011-12.