Professional Documents
Culture Documents
Introduction 1
Introduction 1
current preference . thus, customer satisfaction has been given top priority in
todays competitive world.
The reasons which are given below are responsible to take up
CUSTOMER SATISFACTION as the subject of the study .
To understand the importance and significance of S.B.I.
By analyzing various factors, customer satisfaction level can be
understood.
To assert the management of SBI with some suggestion.
METHODOLOGY
1. RESEARCH METHODOLOGY:
Research methodology is a systematic way of collecting and analyzing
data in a specific topic.
2. SAMPLING SIZE:
Sample size of customers in housing loan is 86.
Sample size of customers in education loan is 44.
3. RESEARCH DESIGN:
A research is a specification of methods and procedures for acquiring the information needed to
structure to solve the problem.
4. SAMPLING PLAN:
The first thing that a sample plan includes is the sample size to be investigated. The number of
customers in Anantapur town is taken as 86 customers in housing loan and 44 customers in education
loan for sample size.
5. SAMPLING UNIT:
Sampling unit is a combination of middle and upper middle class segments.
6. SAMPLING TYPE:
Type of sampling chosen is Stratified sampling as the population is divided into difference
segments on the basis of certain common characters and then selection of items randomly from then to
constitute a sample.
7. RESEARCH TOOL:
Direct method of research is followed for the purpose of the study. All the customers are approach
personally and individually with a structured questionnaire.
8. CONTACT METHOD:
Each unit number of sample respondent to questionnaire they have been individually is requested to
give the information and other suggestions by filling up the questionnaire personally.
9. RESEARCH ANALYSIS:
Various statistical tools like percentages, average pie charts, bar charts etc. are used. The information
gathered is pictured into tabular forms so that interpretation would be precise.
10. DATA COLLECTION:
Data is primary and secondary.
a. Primary Interviews:
The data collected through interview of customers through questionnaire method
b. Secondary Data:
The information that already exists is secondary data. It is collected from company records
such as journals, books and other profiles.
LIMITATIONS OF THE STUDY:
BANKING INDUSTRY
ECONOMIC BACKDROP AND BANKING
ENVIRONMENT
The Indian economy experienced mixed trend during the year 20012002. Overall GDP growth has been placed at 5.4% against the raise of 4.0%
in 2000-01, driven largely by good performance of the agricultural sector.
Growth in the services sector at 6.2% was also higher than 5.0% in 2000-01,
mainly on account of increase in trade and transport, finance and business
services. Foreign exchange reserves a recorded a robust growth of us $ 11.8
billion-the highest increase in a single year from us $ 42.3 billion in end
march 2001 to us $ 54.1 billion by end march 2002 , due to moderation in
trade deficit and strong capital inflows.
On the monetary front , liquidity conditions remained easy. During
2001-2002, the year on year growth in money supply at 14.0% was in line with
the growth projected by RBI, as against 16.8% in 2000-01, when growth was
boosted by India millennium deposit inflows. For the same reason growth in
aggregate deposits of all scheduled commercials banks at 14.3% was lower than
18.4% during 2000-01. During same period , the increase in total flow of
funds from banks including banks investment in bonds , debentures, shares,
CPS, at 11.87% was also lower than the increase of 15.7% during 2000-01.
In the scenario, the overall stance of RBIs monetary policy during
2001-02 was provision of adequate liquidity to support credit growth with a
bias towards soft interest a rate regime .Reduction in the bank rate and cash
reserve ratio was announced in October 2001 and measures to increase
flexibility in deposit and lending rates were also introduced . During the year,
banking sector reforms continued to emphasize steps to secure the soundness
and stability of banks including improving asset quality, strengthening
prudential norms , streamlining credit delivery and in general, making the
Indian banking system comparable to international standards.
Liberalization and deregulation have heightened competition among
banks , which will only intensify with financial liberalization under the WTO
regime , and banks in India will have to bench mark themselves against world
calss banks . In this context, the way to boost profitability and stay ahead is by
developing sophisticated and customized product, increasing volumes,
monitoring risks and reaching out to customer in diversified and distant
markets by leveraging technology. In line with this, the banks are also making
all out Efforts to adopt safe of the art technology with afar reaching
consequences for efficiency and profitability.
BANKING SYSTEM IN INDIA
Sec 5(1)(b) of the banking regulation act defines banking as the
accepting of money of the purpose of lending or investment from the public
repayable on demand or otherwise and withdrawal by cheques ,drafts order or
otherwise.
Sec 5(1)(b) of banking Regulation act , specifies other forms of
business which banking company may carry on in addition to banking . They
are:
Borrowing and lending .
Drawing, collecting & dealing with negotiable instruments.
Issuing letter of credit .
Dealing in foreign exchange .
Contracting, issuing, underwriting an otherwise dealing in government,
public and private loans shares, stock, debentures and
other securities and investments.
Providing safe custody of articles and safe deposit vaults.
Doing agency business.
Giving indemnities and guarantees.
The all India rural credit survey committee had recommended the setting up of
a bank with state partnership to promote economic development and in
particular rural development. The recommendation was implemented by an act
of parliament in 1955 when the state bank of India was formed. It took over the
imperial bank, which was formed in 1921 by merger of three presidency bank
of Bombay, bank of Bengal and bank of madras. The state bank of India act
stipulated that the RBI should have a minimum share holding of 55% in SBI.
RBI, the majority share holder has considerable authority for supervision and
operational control. The 98% equity holding of RBI was diluted to 60% in
November 93 when SBI raised Rs20.3bn by a public and rights offering of its
equity shares. The management of the bank vests in the central government and
other directors. The SBI has done considerable decentralization of the
operational activities in 13 regions (regions are organized under zonal offices)
and with local head offices.
The objectives of the act of state bank of India are the extension of
banking facilities in large scale, more particularly in the rural and semi- urban
areas and for diverse other purpose. In 1955, another state bank of India
(subsidiary bank ) act was passed and the following bank s were made
subsidiaries of the state bank of India.
ORGANIGATIONAL PROFILE
The state bank of India is the largest commercial bank in India in terms of
profits, assets, deposits, branches and employees.
BUSINESS
SBI, a public sector bank, is the dominant leader of the banking sector. its
network of 8,998 branches of its own and 4446 branches of its subsidiaries is the
largest in the world. STAT has always been the leader in providing working
capital loans to trade and industry. Interest income accounts for more than 86%
of SBI total income.
In the personal finance the bank covers a broad spectrum including auto,
computer, personal and educational loans. The personal financing portfolio
registered and impressive growth of 30% during FY01.
The bank forayed into the insurance business in FY01 with its subsidiary SBI
life insurance. It is a joint venture with SBI holding 74% and balance 26% by
card if S.A; the joint venture partner. SBI is the only bank that has been
permitted a 74% stake in the insurance business.
DEPOSITS
SBI is the largest deposit-taking bank in India, holding approximately onefifth of all domestic deposits. Approximately three-fourth of the bank's deposits
is from its retail customers, reflecting its large customer base. about 14% of its
domestic deposits are in the form of interest free current accounts and about
25%are in the form of low interest savings accounts.
SBI has been facing increasing competition in mobilizing deposits from
financial institutions and private sector banks.
ADVANCES
The bank's retail banking activities are wide spread and cover, among others,
housing finance, consumer finance and education loan. Approximately 52% of
its loans are made to borrowers in the commercial and institutional sector, many
of which are considered India's "blue chip" companies.
Priority sector advances as a percentage to total advances stood at 26%,
however the advances to the agricultural sector as a percentage of net banking
credit (NBC) stood at of its advances are secured by tangible assets and
government guarantees.
CREDIT INFORMATION BUREAU
The bank has entered into a MOU with HDFC bank, the dun and Bradstreet
and the trans union for setting up a world class credit information bureau in
India. The main objective of the bureau will be to institute an effective
mechanism for mitigating credit risks and enhance the quality of credit decisions
in the banking industry.
NON FUND BASED ACTIVITIES
Commission, exchange, brokerage income constitute a major chunk of SBI
total income. SBI client include PSU and large corporate from whom it
generates significant fee income. SBI also handles the treasury operations of the
govt. For which it gets commissions. Other sources of non-fund income include
commissions on money transfers from retail customers, capital gains on
securities and commission on foreign exchange activities.
FUTURE PLANS
For the forth coming financial year, SBI is expected to give an increased
thrust on its traditional businesses especially, its retail business. SBI will also bib
to realize its group synergy by cross-selling its range of products through its
various subsidiaries. It is also planning to tie up with NBFC for truck finance.
Housing finance, insurance and infrastructure will be the primary area of
importance to the bank for the coming financial year.
Our products are designed with flexibility to suit your personal requirements. Enjoy 24 hour
facility through our ATMs - growing speedily to touch the 1000 mark by March 2002. Watch this
space for more details.
Experience a whole new world of banking at our newly opened Personal Banking Branches
(PBBs)- often dubbed boutique branches by others. Customer friendly knowledgeable staff will
cater to your financial requirements with speed and efficiency. Do visit one and find out for
yourself.
Always compare the Equated Monthly Instalments (EMI), Processing Charges, Annual
administrative charges prepayment penalties and the total repayments you would be required to
make rather than rates of interest.
The Scheme
Purpose
You can take a loan for:
* Purchase or construction of a new house/ flat.
* Purchase an existing (old) house/ flat.
* Extend, repair, renovate or alter a house/ flat.
* Purchase a plot of land meant for construction of a dwelling unit.
Eligibility
Anyone who is over 21 years of age and has a steady source of income is eligible.
Salient Features
Loan amount
The actual loan amount is determined on the basis of repayment capacity taking into account
your income, age, assets and liabilities. As a rule of thumb - Upto 60 times the net monthly
income will be sanctioned depending upon your age. Usually, spouse's income and the expected
rental would also be taken into account.
Documents Required
You will need to furnish the following documents along with the completed application form:
Passport size photograph
Proof of residence
(This applies only to new or non-bank customers, and could be either a PAN identity
card, voter identification card or passport)
Sale Deed/ Agreement of Sale
Bank account Statement or passbook, for the last six months
For employees or people in service, you also need to provide:
Salary certificate and other information, if any, about your repayment capacity
Form 16 or a copy of the Income Tax Returns for the last 2 years
For self employed and other IT assessees:
IT returns for the last 3 years Receipts of advance tax paid
Any other information about your repayment capacity
In addition to the above mandatory documents, you are also required to furnish one or
more of the following documents wherever applicable:
Letter of allotment from the housing board or society
Copy of the approved plan
Permission for construction
Copy of the relative order in the case of conversion of agricultural land. (not
required where the house/flat has been constructed by an approved builder)
Additional documents required for an old house/flat :
In the case of an old existing house, you will need to get a valuation certificate from approved
valuers as well as a certificate from a government approved architect /structural engineer
regarding the condition of the flat/house as well as its remaining life.
Repayment
Our repayment terms are amongst the most flexible in the market. Depending on your age and
capacity to repay, you could pay back the loan in easy installments spread over 20 years. You
may prepay at will without attracting any penalty, or pay more than your stipulated monthly
installment at any time, depending upon availability of funds with you. This would enable you to
pay off your loan faster and reduce your interest burden. However, in case of takeover of loan by
other banks/finance companies, prepayment penalty of 2% may be levied.
In-principle approval
We also give in-principle approvals based on your income and capacity to repay, to enable you
to identify a house/ flat with full confidence.
All loans are at the sole discretion of the Bank.
Education is the most powerful weapon, which you can use to change the world." ~ Nelson
Mandela Considering an Ivy League University in the United States for your daughter or a
prestigious Indian Institute for your son but plagued by the monetary implications? Well, worry
no more: 4000 branches of our bank, spread across the country, (including Personal Banking
Branches) are geared to offer you our extremely flexible Education Loan Scheme, which allows
long term loans for all kinds of courses (including part-time and correspondence), offered by
recognized schools, colleges and institutions, the world over! Enjoy the SBI advantage :
The lowest interest rates - currently between 10.5% p.a. and 11.5% p.a. - Simple
Interest, during the moratorium period
No processing charges
Long repayment periods of 5-7 years, commencing a year after the course period or six
months after obtaining a job, whichever happens earlier
No hidden costs or administrative charges
No prepayment penalties
The Scheme
These loans are specifically offered for the pursuit of academics in recognized schools, colleges
and various other educational institutions, both in India and abroad. You may avail of this loan
facility to meet:
Fees payable to college/school/hostel
Examination/Library/Laboratory fees
Purchase of Books/Equipment/Instruments/Uniforms
Caution Deposit/Building Fund/Refundable Deposit
Travel Expenses/Passage money for studies abroad
Purchase of computers considered necessary for completion of course
Purpose
You can take a loan for pursuing studies in recognised schools/colleges/ institutions to meet:
* Tuition and other fees
* Maintenance costs, books & equipments,etc.
* Cost of passage (for studies abroad)
* Caution fund/building fund/refundable deposit
Eligibility
Any student who is an Indian national and
Has secured admission to a professional or a technical course through an Entrance Test
or any other Selection process or
Has secured admission to a foreign University or Institution
is eligible for this scheme.
Salient Features
Loan Amount
The loan amounts financed are need-based and subject to the conceerned parents and/ or
students repaying capacity and the following ceilings:
Education in India : A Maximum of Rs.7.50 lacs
Education Abroad : A Maximum of Rs.15.0 lacs
Documents Required
Please refer to the comprehensive list below, to ensure that you don't leave anything out at the
time of submitting your completed Education Loan Application Form.
The mark sheets of your last qualifying examinations for school and graduate studies in
India
The proof of admission scholarship, freeship, studentship etc.
The Schedule of expenses for the specified course
The copies of letters confirming scholarships, etc.
The copies of foreign exchange permits, if applicable
2 passport size photographs
The borrower's Bank account statement for the last six months
Income tax assessment order, not more than 2 years old
A brief statement of assets and liabilities, of the borrower
Margin
For loans up to Rs.4.0 lacs : No Margin
For loans above Rs.4.0 lacs: The Margins are as under:
In the case of Education in India, the margin is 5%
In the case of Education Abroad, the margin is 15%
Repayment of loan
Our Bank offers a Repayment Holiday for the duration of the course period PLUS one year or six
months after getting a job - whichever is earlier.
The loan then needs to be repaid in 5-7 years after the commencement of repayment.
Security
As per bank's extant instructions. Simple Interest during moratium
period.Concessions in interest rate during moratorium for servicing of
interest.
respectively. After factoring out the VRS related expenses in both the years, the
staff cost of 2001-02 as still recorded as decline of 6.98% from the 2000-01.
PROVISIONS AND CONTINGENCIES
The total assets of the bank increased by 10.03% from Rs.3,15,644 crore
at the end of march 2001 to Rs. 3,48,228 crore as at the end of march 2002.
During the period, the loan portfolio increased by 6.33% from Rs.1,13,590 crore
to Rs.1,20,806 crores increased by 18.1% from Rs.1,22,876 crore to Rs.1,45,145
crore. A major portion of the investment was in the domestic market in
government and other approved securities. The banks market share in domestic
advances was 19%.
LIABILITIES
The bank's aggregate liabilities (excluding capital and results) rose by
10.2% from Rs.3,02,183 crore as at march 2001 to Rs.3,33,004 crore at march
2002. The in liabilities was mainly contributed by increase in deposits.
TREASURY OPERATIONS
Treasury operations in the bank have emerged as a major source of
income. During the year, the bank's domestic investment grew by Rs.21,557
crore to Rs.1,40,473 crore. The income from treasury operations was Rs.16,895
crore, registrating a growth of 32%.
FINANCIAL ANALYSIS OF SBI LTD
Large commercial banks like SBI are a microcosm of the entire economy.
Under the VRS, nearly 21,000 employs, almost 10% of the work force, were
retrenched that result in an outgo of Rs.8,532 mm. The rest Rs.14,180 mm is to
be amortized over a period of 4 years. Further Rs. 4,432 mm was charged to the
P&L account due to write-off the entire IMD issue cost. Thus operating expenses
grew by 31.8% in FY01as opposed to the growth rate of 7% in FY00, in turn
affecting net profit which was lower by 22%.
Net intrest income registered a growth of 19.04%, from Rs. 69,283.5mm
in FY00 to Rs.82,477.9 mm in FY01. This was due to a substantial growth in
both intrest income on advances as well as on resources operation.
---
---
Customer retention .
---
---
---
---
---
---
---
---
Profit Orientation.
---
---
---
---
Team-playing.
---
---
Integrity.
---
Chairman
Commercial networking
branches (CNB)
Foreign Banks
Associate Banks
Circles
Modules
Region 1
region 2
region 3
region 4
Branches
Corporate
Office
Business
Chief credit
officer
Corporate
Chief financial
officer
intonation
Corporate
level
Officer
associate
Chief
vigilance
officer
national
Groups
banks
banking
Circles
No.of
Percentage of
Respondent
Respondents
s
78
08
86
90%
10%
100
Choice
Satisfied customers
Dissatisfied customers
Total
Pie Diagram.1
Percentage of Respondents
10%
90%
Interpretation:
From the above table it is observed that among 86
customers 90% were satisfied and only 10% dissatisfied.
table 1 & graph 1 reveals that
The
maximum number of
No. of Respondents
Fluctuation
s in rates
Burden for
middle
class
No use
Total
Percentage of
Respondent only
50%
25%
2
8
25%
100%
Table1(a)
25%
50%
25%
Fluctuations in rates
No use
Table .2
Choice
Satisfied customers
Dissatisfied customers
Total
No.of
Percentage of
Respondent
Respondents
s
75
13
88
87%
13%
100%
Pie Diagram :2
Percentage of Respondents
13%
87%
Interpretation:
From the above table 2 it is observed that among 86
customers 87% were satisfied and 13% dissatisfied. The table 2
and pie-diagram 2 reveals that maximum number of customers
are satisfied and minimum number of customers are dissatisfied.
.
The analysis says that maximum number of customers are
satisfied, because of there is no restriction on loan repayment
until the witness comes to an end.
Reasons for dissatisfaction:
The above analysis shows that dissatisfied customers are
only 13%. Some of them feel that repayment period is very short.
So, extra repayment period may create the prompt repayments.
The remaining dissatisfied customers expressed that interest
rates are high to early repayment. So, if interest rates reduced to
some extent possible, that will facilitate early & easy repayment.
3.Statement showing satisfaction with time period of
granting house
loan:
Choice
Yes
No
Total
No.of
Percentage of
Respondent
Respondents
s
52
34
86
60%
40%
100%
Pie Diagram .3
40%
60%
Table: 4
Choice
No. of
Percentage of
Respondents
Respondents
convenience
53
inconvenien
62%
33
38%
86
100%
ce
Total
Pie Diagram .4
Rules of Housing Loan
38%
62%
the
analysis
says
that
maximum
number
of
Table: 5
Choice
High risk
Low risk
Total
No.of
Percentage of
Respondent
Respondents
s
42
44
86
49%
51%
100%
Pie Diagram .5
Percentage of Respondents
49%
51%
officials
services
of
them
expressed
that
the
process
is
Table: 6
Choice
No.of
Percentage of
PROBLEMS
IN HOUSING LOANRespondents
Respondent
Satisfied customers
Dissatisfied
s
52
34
60%
40%
customers
Total
86
100%
40%
Pie Diagram .6
60%
No
Yes
very
Percentage of
Respondents
20
10
4
34
Respondents
59%
29%
12%
100%
Choice
Lack of Information
PBD is overloaded
Delay in process
Total
12%
29%
59%
Lack of Information
PBD is overloaded
Delay in process
Table: 7
Choice
No.of
Percentage of
Respondent
Respondents
s
46
40
86
54%
46%
100%
SBF
Other Banks
Total
Pie Diagram: 7
46%
54%
SBF
Other Banks
Choice
SBI
Andhra Bank
Canara Bank
Indian Bank
Total
No.of
Percentage of
Respondents
46
30
6
4
86
Respondents
54%
35%
7%
4%
100%
60%
54%
50%
40%
35%
30%
20%
7%
10%
4%
0%
SBI
Andhra Bank
Canara Bank
Indian Bank
Table - 8
Choice
No.of
Percentage of
Respondent
Respondents
s
54
32
86
62%
38%
100%
Yes
No
Total
Pie Diagram .8
Process of Housing Loan
38%
62%
Yes
No
Table .9
Choice
0 2 Years
3 5 Years
Above 5 Years
Total
Pie Diagram : 9
No.of
Percentage of
Respondents
23
50
15
86
Respondents
25%
58%
17%
100%
Customers Loyalty
58%
60%
50%
40%
30%
25%
17%
20%
10%
0%
0 2 Years
3 5 Years
Above 5 Years
So, it is a
Choice
Yes
No
Total
No.of
Percentage of
Respondent
Respondents
s
33
11
44
75%
25%
100%
Pie Diagram:10
EDUCATION LOAN IN INTEREST
25%
75%
Yes
No
No.of
Percentage of
Respondents
5
Respondents
46%
car loans
Burdens for middle
54%
class
Total
11
100%
Choice
46%
54%
Percentage of
Respondents
38
6
44
Respondents
86%
14%
100%
Choice
Satisfied customers
Dissatisfied customers
Total
Pie Diagram:11
EDUCATION LOAN REPAYMENT PERIOD
14%
86%
Yes
No
Table-12
Choice
No.of
Percentage of
Respondent
Respondents
s
27
17
44
61%
39%
100%
Yes
No
Total
Pie Diagra.12
Yes
No
SBI is a public sector bank so, it is concentrations only on merit students and
it is not at all considering the average students and below average students and
below average students.
Table .13
Choice
No.of
Percentage of
Respondent
Respondents
s
15
29
44
34%
66%
100%
Yes
No
Total
Pie Diagram: 13
RULES OF EDUCATION LOAN SECTION
34%
66%
Yes
No
Table-14
No.of
Percentage of
Respondent
Respondents
s
31
13
44
70%
30%
100%
Choice
Yes
No
Total
Pie Diagram:14
Risk in taking Education Loan
30%
70%
Yes
No
Percentage of
Respondent
Respondents
s
25
19
44
57%
43%
100%
Choice
SBI
Other Banks
Total
Table: 15
43%
57%
SBI
Other Banks
Table 15
Choice
SBI
Andhra Bank
Canara Bank
Total
No.of
Percentage of
Respondents
25
15
4
44
Respondents
57%
34%
9%
100%
Pie Diagram: 15
9%
34%
57%
SBI
Andhra Bank
Canara Bank
16.Statement
showing
problems
in
Education
loan
section:
The main purpose of the study is to know what
are
Choice
Yes
No
Total
No.of
Percentage of
Respondent
Respondents
s
24
20
44
54%
46%
100%
Pie Diagram:16
PROBLEMS IN EDUCATION LOAN SECTION
46%
54%
Yes
No
the
Table .17
Choice
Yes
No
Total
Table. 17
No.of
Percentage of
Respondent
Respondents
s
36
8
44
82%
18%
100%
18%
82%
Yes
No
Choice
Highly satisfied customers
Satisfied Customers
Dissatisfied Customers
Total
No.of
Percentage of
Respondents
42
33
11
86
Respondents
49%
38%
13%
100%
Bar Diagram: 18
38%
40%
35%
30%
25%
13%
20%
15%
10%
5%
0%
Highly satisfied
Choice
Highly satisfied customers
Satisfied Customers
Dissatisfied Customers
Total
No.of
Percentage of
Respondents
22
12
10
44
Respondents
50%
27%
23%
100%
Bar Diagram:19
OVERALL SATISFACTION IN EDUCATION LOAN
50%
50%
45%
40%
35%
27%
23%
30%
25%
20%
15%
10%
5%
0%
Highly satisfied
customers
Satisfied Customers
Dissatisfied
Customers
satisfied
and
minimum
dissatisfied.
Reasons for dissatisfaction:
number
of
customers
are
of
satisfaction
in
housing
loan
with
Education loan:
The purpose of the analysis is to compare satisfaction in
housing loan with education loan.
Table 20
No.of
Choice
% of Respondents
Respondents
Highly
satisfied
customers
Satisfied Customers
Dissatisfied Customers
Total
22
50%
12
10
44
27%
23%
100%
Pie Diagram: 20
23%
50%
27%
Satisfied Customers
Dissatisfied Customers
SUMMARY
The project gives the basic idea regarding specialisation of the study,
the topic of the study and about the organisation opted to carry on the study. It
also includes the need and importance of the study, objectives of the study,
methodology and limitations of the study.
Customer estimates which offer deliver the most value. Customers are
value maximisers, within the bounds of search cost unlimited balance, mobility
and income. They form an expectations of value and act on it. Whether or not
the offer lies up to the value expectation affects both satisfaction and purchase
profitability.
Whether the buyer is satisfied after purchase depends on offer's
performance in relation to the buyers expectation. In general, "satisfaction" is a
persons feelings of pleasure or disappointment resulting from comparing a
products perceived performance in relation to customer expectation. If the
performance falls short of expectations, the customer dissatisfied. If the
performance matches the expectations, the customer satisfied. If the
performance exceeds expectations, the customer is highly satisfied or delighted.
After the independence the imperial bank of India was nationalised
with a new name STATE BANK OF INDIA in 1955. At present there are 7
associate banks. Present number of share holders are 7.11 lacks and the
dividend recomended is 8.5 per share. The hierarchy structure of state bank of
india is symmetrically arranged both vertically and horizontally.
The state bank of india is the largest commercial bank in india in
terms of profits, assets, deposits, branches and employees. The financial
performance of SBI in terms of profit, dividend, net interst income,non- intrest
income has been gradually increasing. State bank of india provide different
types of loans such as car loans, housing loans, educational loans, personal
loans, property loans, loans against shares and debentures and other types of
loans.
SUGGESTIONS
Basing on customers
To be
BIBLIOGRAPHY
1. Marketing Management -
Philip Kotler
2. Research Methodology -
Kothari C.R.
3. Consumer Behaviour
Schiffman
4. Marketing Management -
5. Advertising Management-
6. Advertising Management -
P.K. Agarwal
7. www.sbi.net