Summer Internship Project Report (SIP) On A Study On Customer Satisfaction

“A STUDY ON CUSTOMER SATISFACTION WITH REFERANCE TO SBI”
Summer internship project report (SIP) on

A STUDY ON CUSTOMER SATISFACTION
With
“REFERENCE TO SBI YONO”
Submitted to:-
Institute Code: - 738
Institute Name: Noble group of institutions
Under the Guidance of
DR. Riddhi Sanghvi
In partial fulfillment of the requirement of the award of the degree of
Master of business Administration (MBA)
Offered By:-
Gujarat Technological University
Ahmedabad
Prepared by:-
Nishtha C. Solanki
Er.No: 197380592058
MBA sem-3
0
PREFACE
 Today we are at door the step of 21th century. The world is widening without having to new and
development new technology which are coming these days in all the fields all over India to make the
people life more comfortable and easy.. The industries are to developing so fast in India. People the
needs satisfice. The practical experience is one of the best type of learning that can start thought-out the
life.
 The main objective of practical knowledge and awerness….it increase the skills, ability and able to
perform specific job in any filed…
 For this I have selected customer satisfaction, one of the best leading service provide that customer and
a big sector in corporate…
 During this training I have collected all the information related to customer satisfaction that opinions of
customer satisfaction….
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ACKNOWLADGEMENT
 I have prepared my summer intership training on customer satisfaction.. I am thankfully for their
ambitious and our guidance and to friendly advice during the work.. I am sincerely thankful to them for
sharing their truthful views on our any issues to that project..
 I really would like to thankfully my guide PROF RIDDHI SANGHVI MA’AM who gaved as guidance
and amazing support with every difficult details of the working to increase our real understanding on its
various aspects…
 Her invaluable and significant guidelines are improved our outlooks to contribute in that making our
project report a real learning experience…..
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DECLARATION
 I am NISHTHA SOLANKI, hereby declare that the report for (summer intership project) till the
“CUSTOMER SATISFACTION” is that a result of my personal work and my debt to other work
publications…
 I am found if that work for blameful of copying from any other reports or punished information and to
showing that as my own work, or extending plagiarism limits, I can understand that I will be responsible
and punished by the GTU or UNIVERCITY…which was may include to FAILL in examination or any
other conditions I will accept them that university may to decide them…..
ENROLLMENT NO. : NAME : SIGNATURE
197380592058 : SOLANKI NISHTHA C. : NISHTHA.S.C
Place: Junagadh……
Date: July 2020
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EXECUTIVE SUMMARY
 This is an attempt to know that how the classroom theories can be applied to the practical life…as per
the students of NOBLE GROUP OF INSTITUTION , FOR MBA.. It is a part of our study for every
students to undergo to the SUMMER INTERSHIP PROJECT (SIP)..
 So mainly this purpose I have got an chance to do my SUMMER INTERSHIP PROJECT at

CUSTOMER SATISFACTION in basis of analysis…. in this report I have discuses about the major aspect
of the company in which I have observed and perceived that during my internship …..
 It helps in that growth my personality in which gives me a motivation to step into the corporate world as
a smart and confident person….
 This report covers many important aspects in which are to related with banking system…. in the end
learning and observations in which I have under gone during my report are mainly as how to deal with the
customer…
 How to work in the market according to customer preference to reach their satisfaction level….
INDEX
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TITLE PAGE NO.
1. Preface 1
2. Acknowledgement 2
3. Declaration 3
4. Executive summary 4
5. Index 5 to 6
6. Introduction to industry 7 to 8
7. Scenario of the industry 9
8. Growth of industry 10
9. Top 10 industry 11 to 18
10. Introduction of company 19 to 21
11. Product profile 22 to 25
12. SWOT analysis 26 to 27
13. Introduction of customer satisfaction 28 to 29
14. Literature review 30 to 31
15. Background of the study 32
16. Problem statement 33
17. Objective of the study 34
18. Research methodology 35 to 38
19. Source of data 39
20. Data collection method 40
21. Population 41
22. Questionnaire 42 to 57
23. Result and finding 58
24. Limitations 59
25. Suggestions 60
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26. Reference 61
27. SIP contribution 62
28. Conclusion 63
INTRODUCTION OF BANKING INDUSTRY
As per the RBI Indian banking sector is sufficiently capitalized and well regulated…the financial and the
economic condition in the country are far superior to any other country in the world…
Now a days, banking has changed because banking service are no more based on brick and the mortar
structure….
due to continues growth of the new technology , increasing customer base, evolution of alternate banking
channels has to changed the way of banking services, in hence the customer satisfaction….
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Banking is a customer oriented service industry and the customer satisfaction has to become the most
important aspect of any banking business due to immense competition…
Banks are more determined to retain their existing customers by providing quality services leading to
customer satisfaction..
The concepts and determine of a customer satisfaction has to changed significantly as transition has to take
place from traditional to modern banking….
DEFINITION
A bank is financial institution licensed to received deposit and make loans…banks may also provide
financial services such as wealth management and currency exchange and safe boxes deposit…..
 Traditional banking
 Modern banking
FOUNDED OF WORK BANK

Banks play an important role in economic development of the country… banking in India originated in the
18th century…
Commercial banks: these banks play the most important role in modern economic org….
Exchange bank: these bank finance mostly the foreign trade of country…
TYPES
 Industrial bank
 Agricultural
 Saving
 Central
 Utility
 Commercial
 exchange
HISTORY OF BANKING IN INDIA
The first bank established in India was bank of Hindustan, in which started in 1770..
Second was the general bank of India which started in 1786..
It was originated in the bank of Calcutta in June 1806…
GUJARAT
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Gujarat has one of the best banking network in the country and the banking the business in the state is well
support by the thriving trade and till commercial and industrial….
 State bank of India [ 1st July 1955]
 Bob [20th July 1908]
 Dena bank [26 may 1938]
 Hdfc [ august 1994]
 Icici [ June 1994]
SCENARIO OF BANKING IN INDIA
The general banking scenario of India has to become very dynamic now a days…
The Indian banking industry had become an important tools and facilities the speed of development of the
Indian economy…
The Indian banking system consist of 20 public sector banks, 44 regional banks and 94384 rural banks in
there addition to cooperative credit institution….
Thus, as per how in the modern era and of all the banks in the Gujarat used auto med technologies and
adopt modernization in the bank is the part of scenario….
 FOLLOWING ACHIVEMENT:
As on 31th march 2019 the no. Of debit card issued 925 million……
Credit card issued 47 million…...
India ranks among the top 7 economic with GDP of us $ 2.73trillion on 2018…
GUJARAT
In Gujarat bank advances grow 25% than deposits 14% in according to report of the meeting of SLBC the
gross advances of the banks in the state of Gujarat….
 GROSS - RS. 298737 CRORE…

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 GROSS NPA - 14161.84 CRORES…..
 IN % - 4.74….
 AS ON SEPTEMBER- 30, 2013….
GROWTH OF BANKING INDUSTRY IN INDIA AND GUJARAT…
As per year 8.5%….
Growth of financial sector in India.. The growth of sector in presently near by 8.5% per year…
The rise in the growth rate suggest the growth of economy…the financial sector in India had an overall
growth of 15% …
Last few years although several others market across the Asian region were that going through a
turmoil…
 Customer experience talent….
 Risk management….
This committee is came to existence under lead bank schemes under the guideline of RBI…
 28 public sector….
 56 regional banks…..
 1562 urban banks…
 Grow - 25.77%….
 Deposit for year on year development…
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TOP 10 BANKS IN INDIA
 State bank of India
The oldest of the Indian banking sectors state bank of India also the largest bank in India and now a days a
fortune 500 up company.. Its origin dates back to 2 June 1806…
The head office of the bank id located in Mumbai.. The bank has 14 local head office and 57 zonal offices
located as at important city throughout the countries…
The bank has 85356 branches and atm 59291 across in India with more than 36 countries…
Founded - 1st July 1955
Headquarters -Mumbai
Total assets - 3046499.14 crore
No. Of branch - 85356
No. Of atm - 59291
Exams to get a job - sbi po, clerk, so
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 Hdfc bank
One of the first to receive in an principle approval from the reserve bank of India to set up the bank private
sector and the housing development finance corporation ltd… hdfc was in corporation ltd august 1994 as
hdfc as per the banking industry..
The bank has its to register office and headquters in Mumbai with more than 4963 branches and 14160 atms
that 2727 cities in India…
The largest pvt sector lenders in India the marketing capitaztion on this bank was RS 625666.08 CRORE on
2nd April 2019…
Founded - august 1994
Headquarters - Mumbai
Total assets -RS 1058910.81 crore
No. Of employees - 98061
No. Of branches - 4963
No. Of atm - 13160
Exams to get the job - pvt bank it related vacancies from time to time
 Icici bank pvt
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Icici bank was instituted at initiative of World Bank they are government of India and respectively of Indian
industry in 1955…
The principle of objective was the design a financial institution to provide them sort term and long term
financing to an Indian businesses…
Origin - 1994
Headquarters - Vadodara
Total assets - 693096.59 crore
No. Of employee - 82724
No. Of atm - 14367
 Punjab national bank
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The Punjab national bank was instituted on 19 may 1894 and they started operations on 12th April 1895 with
Mr. Dayal Singh majithia as the first chairman. The first secretary board shri bulaki ram shastri at Lahore…
The bank boast of having served freedom fighters of India. Punjab bank was nationalized in July 1969..
Origin - 19th may 1894
Headquarters - New Delhi
Total assets - RS 651795.99 crore
No. Of atm - 9255
 Axis bank
The bank was founded in 1993 specified undertaking of unit’s trust of India that life insurance cooperative
of India (LIC) general Insurance Corporation of India (GIC) the new India assurance com. Ltd
The oriental insurance com. Ltd and limited India insurance com. Ltd…
Founded - 1993
Headquarters - Mumbai
Total assets - RS 640730.77 crore
No. Of atm - 11801
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 Bank of baroda
One of the first banks in the 20th century the bank of Baroda was founded by maharaja of Baroda.. Maharaja
sayajirao on 20th July 1908.. The bank was nationalized in July 1969 along with that 13 others bank..
Bob was officially merged with Dena bank and Vijay bank 1st April 2019 making it the banking in the first
ever bank in India.
Origin - 20th July 1908
Total assets - RS 63993.82crore
No.of employees - 48807
No.of ATMs - 13400
 Canara bank
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Founded in 1906 by late that the shree suba Roy as carana bank Hindu permanent bank found
Carna bank has become a limited company 1910 and came to be known as the Canada bank is after
nationalism in July 1969.
Origin -1906
Headquarters - Bengaluru
Total assets -RS 570558.91 core
No.of employee -58350
No. Of ATMs -8851
 Bank of India
Founded on 7th Sep 1906 by a group of businessman from Mumbai the bank of India was under private
ownership and the control until that July 1969.
Origin -7th Sep 1906
Total assets--RS483764.84 crore
Market capitulation -28464.06 crore
No. Of employee -48807
No.of ATMs -7717
No.of branches -5100

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 Kotak Mahindra
Founded kotak capital management finance ltd. By Mr. Uday kotak on as 28th nov1985 the company
commenced it’s as operation on 11th Feb 1986 and it was the officially changed its name to kotak Mahindra
finance ltd. On 8th April 1986. Kotak Mahindra bank ltd. was the founded in Feb 2003.
Origin -1985
No.of ATMs -2163
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 Indusland bank
The bank was founded by the induslnd enterprises and finance ltd. And 5 maturity based company &
induslnd international holding ltd.
The bank was formally stared by DR.manmohan Singh the finance minister of India and he started
commercial operation on April 1994 with operational capital was RS 1 million…….
Origin - 1994
Headquarter -Mumbai
No.of ATMs -2453
INTRODUCTION OF THE STATE BANK OF INDIA
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The state bank of India was the established in 1806… in Kolkata.
Three year after that the it acquired its charter and was redesigned as bank of Bengal in 1809..
It was the very first joint stock bank of India in which Bengal government sponsored….
A SBI bank in a financial entity to provide facilities to their customers of the bank and sharing common
interest of the public shareholders with common goal…..
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PROFILE
NAME STATE BANK OF INDIA
Founder, chairman RAJNISH KUMAR
Establish date 1ST JULY 1955
Tel. No. 022-22029456
commercial branch AHMADABAD
Phone no. 18004253800
Fax 022 22742431
Mail id Ind.cind@sbi.co.in
Website https://www.sbi.co.in
Head quarter MUMBAI
STATE BANK OF INDIA (SBI) PROVIDES SERVICES
 Credit card
 Debit card
 Forex services
 Health insurance
 Home insurance
 Life insurance
 Loans
 Motor insurance
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 Prepaid and travel card
 Public provident fund
 Saving account
 Stock trading
 Travel insurance
 Money transfer
 Car loans
SBI ATMS IN GUJARAT

IFSC code of sbi branch is necessary for a NEFT and a RTGS money transaction…
MISSION
To make the company the financial partner of choice…
Customers through our innovative product offering and world class servicing standard to make them to
informed choices that provide trusted market access…
VISION
The vision is the broad description of the value of market and org. Provide…
It is visual image of what the org. Is trying to produce or become…
FACILITIES FOR CUSTOMERS

 Sms banking
 Mobile banking
 Letter of credit
 Atm services
 Deposited services
 Fixed deposits
 Pay order
 Payment
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FACILITIES FOR SHARE HOLDERS
 Price distribution
 Insurance
 Traveling allowances
 Dividend
YONO USERS IN INDIA
Yono is an integrated digital banking platform offered by STATE BANK OF INDIA to an enable users to
access a variety of that financial and other services such as flights, train, bus and taxi booking, online
shopping like amazon flipchart and medical bill payment…
FEATURES FOR YONO

 Instant alc opening…
 Fund transfer via UPL…
 Smart spending….
 Compete paperless transactions….
USERS IN INDIA
 Registered users - 53.66 lakhs….
 Value of transactions - 5745.96 lakhs….
 Digital & insta account - 19.62 lakhs…

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 Online marketplace - 88 partners live on YONO in 21 categories’…
 Pre-approved personal loan book size of more than RS 1100 crore with that approximately 1, 18,000
customers…..
HISTORY OF YONO
 YONO was launched on FRIDAY 24 NOVEMBER 2017 by ARUN JAITELY, the

FINANCE MINISTER OF INDIA…..
DEVELOPER : STATE BANK OF INDIA (SBI)
INITIAL RELEASE : 24 NOVEMBER 2017
PLATFORM : GOOGLE PLAYSTORE AVAILBLE : ENGLISH
TYPE : PAYMENT
WEB SITE : https://www.sbiyono.sbi
 It originated and started working as the bank in Calcutta in near about June 1806…in 1809 it was
renamed as the bank of Bengal.. For the many years the presidency banks had acted as branch central
banks as did the their successors and established in 1935 under the reserve bank of India (RBI) ACT,
1934…
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PRODUCT PROFIE
SBI CREDIT CARD ON YONO SBI
 The user’s needs to log on to YONO application or portal with your SBI internet banking credentials
after that which they will to get that exclusive offers for the customers applying through YONO…
 If customers has to IRCTC card then they will be get 250 rewards points on payment of annual fee….
 State bank of India introduce various measures for customers from time to time its business. Now the
bank has introduced a new facility for YONO internet banking users…
 The user’s needs to log on that yono app or portals with sbi internet banking…if the customers has sbi
card elite, to that will be offered RS 1000 PIZZA HUT e.g. post payment of annual fee….
 If a customer has SBI card prime & doctors SBI card then will get RS 500 PIZZA HUT EGV TO
PAYMENT of annual fee…
HOW TO ACTIVATE YOUR DEBIT CARD???
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The easiest and simple way to active SBI DEBIT CARD is through SMS..(TAX
MESSAGE)
STEP: 1 first of all, open your message box and type a message…
STEP: 2 type pin code < space > for last digits of debit card < space. Last digit of bank account number…
STEP: 3 now send this SMS to 56767 form your register mobile number….
STEP: 4 you will be received 4 digit code on your registered mobile number. This code will be valid for the
next 24 hours….
STEP: 5 go to the nearest SBI ATM……
STEP: 6 insert your card you will be asked to enter the PIN CODE NO…. then enter the PIN you have
received in your registered mobile number….
STEP: 7 now change your PIN CODE NO….
STEP: 8 your SBI debit card will be active for that future use….
We have seen easy method’s on how to activate SBI debit card. All the methods’ are online and you too can
complete them sitting at that home…. you can easily activate your debit card.. Follow each of the steps are
carefully to avoid errors…
SWOT ANALYSIS
 The SWOT ANALSIS is a proved the management to frame work which that enable a brand like
state bank of India to that beach mark it’s to business and performed as compared to the
competitors and that industry…
 Below the strengths in the SWOT ANAYSIS OF THE STATE BANK OF INDIA..
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STRENGTHS
 SBI is the biggest bank in India with them more than 14000 branches available in India…
 In bank most of the staff members are young and have requisites capabilities to flexible with a new
technology upgrade at any cost in the bank..
 SBI has a spate act of that for itself…
 The biggest branch network in the country that good research…
 All the sbi branches are easily to provide accessible customers services from all outsider in Gujarat with
the computer mainframe…..
 SBI has close to the 300,000 people employed with it…
 SBI has its to presently in more than 35 countries with them close to 200 offices…
WEAKNESSES
 Immense competition means to limited market shares to growth for STATE BANK OF INDIA…
 International presence is that less as to compare to global banking…
 Weakness are used to refer to the areas where the business or that the brand needs improvement…
OPPORTUNITIES
 OPPORTUNITIES available in banking sector are financial managers, bill and the accounts collectors,
bank loan officers and financial services represented book keeping and audit clerks…
THREATS
 Fraud
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 Loss of intellectual property
 Disruption to critical infrastructure
 Monetary loss
 Regulatory
INTRODUCTION OF CUSTOMER SATISFACTION
“CUSTOMER IS THE KING OF THE ANY FILED MARKET….”
“A SATISFIED CUSTOER IS THE BEST BUSINESS SARATEGY OF ALL”

Customer satisfaction is the individual perfection of the performance of the product or services. In relations
to customer expectations…
As we know that the customer expectations from state bank of India and other public sectors banks are the
different although they both are part of the banking industry….
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Customer satisfaction survey the customer’s questions templates consists of the multiple questions that the
evaluate the level of that a customer received which interacting with system and branch….
Customer satisfaction is a measure of how an organization total services or system to use in relation to set of
customers’ expectations… customer satisfaction depends on the service and behavior with customer it
performance relative to a customer’s expectations….
A CUSTOMER RELATIONSHIP MANAGEMENT

Bank has realized that CRM is that the only solution to help them to maintain a long term relationship with
their customers..
On the other hand maintain relationship with the customers also have require strong coordination between
different departments…
CRM PRINCIPLES:
 Customer focus
 Leadership
 System approaches
 Involvement of people
 Mutually benefits
Customer satisfaction is the best indicator of how likely a customers will to a make a purchase our company
share in the future…. asking customers to rate of interest their satisfaction on a scale of 1-20 is a good way
to see if they will become repeat customers or even advocates….
In banking sector customer’s oriented services industry and the customer’s satisfactions has to become the
most important aspects of any banking business due to that to competition….
Banks are more determined to retained their existing customers by providing quality services to customer
satisfaction….
IF YOU WORK BANK OR CREDIT UNION ARE LOOKING FOR WAYS TO

IMPROVE YOUR CUSTOMER SERVICE
 Empower your employee
 Allow consumers to self-services

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 Stay consist across all touch points
 Educate your customer on financial literacy
 Embrace financial technology
 Become advisor not just a lender
 Segment your clients base
 Test and then test again
LITERATUR REVIEW
 A literature review or narrative review is a type of the review for an article… a literature review is a
scholarly paper that present the current knowledge including the substantive finding as well theoretical
and methodological contributions to a particular topic…..
 As a literature review is a search and then evaluation of the availed literature in your given subject or
that choice for topic area…
 Guenka Petrova et al (2013), the goal of the current study is to develop a Markov model for assessing
the influence of the customer satisfaction on long term sales of leading OTC international
nonproprietary names (INNs) of analgesics on the national market. For this purpose, two first-order
stationary Markov models based on marketing data for OTC analgesics sales and customer satisfaction
inquiry, particularly from metamizole (MET), paracetamol (PAR), acetysal (ASA), and ibuprofen (IBU)
were created and manipulated. The first model considered the very satisfied customers and the second
the very satisfied and the somewhat satisfied customers.
 Sinhala and Shekhawat (2014) had conducted their study on customer satisfaction after purchasing
any tourism product or services online. It is analyzed that online purchase is easier but there are many
factors which influences customers to purchase.
 Afzal and Noah (2015) investigation research on financial and accounting information suggests that the
success of the users satisfaction is mainly based on the service quality and loyalty which is flown out of
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the information system made available by the information and communication technology. The web-
based systems are the success of any Information System. The end users are mostly befitted from the
private organizations in comparison the public organization that is because of the poor management and
infrastructure availability with the public enterprises.
 R Subashini ( 2016 )
The customers satisfied with the quality of staff dimension, whereas, maintaining accounts and handling …
my knowledge; it has never been attempted in the Indian banking sector … The influence of service quality
on customer satisfaction: Customers of Boucher …
 D Pattanayak ( 2015 )
this study is to investigate the relationship between TQM practices and customer satisfaction (CS)
in Indian banking sector … Keyword: total quality management; TQM; customer satisfaction; service
culture; services cape; technology-based banking services; customer focus; …
 SK Roy, C Padmavathy, MS Balaji ( 2012 )

Bettencourt, LA (1997), “Customer voluntary performance: customers as partners … Bloomers, Jade
Royster, K. and Pieter’s, K. (1998), “Investigating drivers of bank loyalty: the complex relationship between
image, service quality and satisfaction”…..
 R Kant, D Jaiswal, S Mishra ( 2017 )

The Investigation of Service Quality Dimensions, Customer Satisfaction and Corporate
Image in Indian Public Sector Banks …
 SV Anand, M Selvaraj ( 2012 )

i am satisfied with the personal contact with a staff of my state bank of India … pp. 21-38 [5] Monica Bedi,
“An Integrated Framework for service quality, Customer Satisfaction and Behavioral …
 M Sridhar, P Ganesan ( 2015 )

Barriers/facilitators and their effect in satisfying the customers and improving … Keyword: bank services,
service innovation, innovation facilitators, customer satisfaction, and relationship
improvement; … innovation barriers; customer relationship; India, banking industry……
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BACKGROUND OF THE STUDY
Customer Satisfaction plays a pivotal role in the success of every business organization..
Whether it is means for a product or service…..
Customers should be managed as assets, which customers vary in their needs, preferences,
And buying behavior….
Customer Satisfaction is said to act directed at satisfying human wants through the exchange of
Products and services…...
Satisfying customers occupy the most important position in business management. The major task of the
organization is to satisfy customers by meeting their needs and wants….
The essence of an organization is the customer and the product shall not be the heart of the entire business
system. It emphasizes on customer-oriented business….
Along with that I was taking other product knowledge with its expiry dates and also observe how to
manage stock in the warehouse with a cool atmosphere. Customers’ perception is another element that
Applying for a significant role in the determination of customer satisfaction……
Satisfaction will influence by the perception of the service quality, price, and other personal
expectations regard to service. It is a judgment that a product or service feature, or the merchandise or service
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Itself, provides an enjoyable level of consumption-related fulfillment….
Customer satisfaction measurement allows a corporation to know the key drivers that make
satisfaction or dissatisfaction; and what’s really driving their satisfaction during a service experience.
Customer satisfaction is that the state of mind that customers have a few companies when their
Expectations are met or exceeded over the lifetime of the merchandise or service…..
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PROBLEM STATEMENT
This study is to know about the “Customers Satisfaction on yono sbi”.
IMPORTANCE OF THE STUDY
The stud can be used to improved quality of the services in the future….the aim of this work it to an analysis
customer satisfaction concerning with banking sectors services provide by sbi bank…..the thesis purpose is
to unveiled customer expectations by that approaching them with the study on questionnaire….
Empower your employee…
Allow consumer to self-service….
Stay consistent across all touch point…
Educate your customers on financial industry…
Largest competitive advantages:
Interpersonal services….
Consistent channel experiences…
Treating a call center like a cost center….
Effective problem solving…

It is observed that mostly customers are satisfied with the banking services but that some low
Satisfaction regarding the responsiveness and individual attention of customers by the bank employee
Customers are dissatisfaction because of nature and behavior of the banking employee…
 There is weak consideration of that individual attention to customers and their specific needs to in rural
areas….
 There are significant difference among the level of satisfaction of employee and students and others…
 In rural area banking office hours are not convenient and the customers have to so much wait long to get
things done…
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OBJECTIVES OF THE STUDY
 To define level of the customers satisfaction in bank..
 To get reasons of responsible for low customer’s satisfaction level…
 Provide suggestions to improve customer’s satisfaction level….
 Increased market share….
 Loyalty of customers…
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RESEARCH METHODOLOGY
Definition:
“A Research may be a careful investigation or inquiry, especially through look for new facts in any
branch of better knowledge”.
Meaning:
This research is a based upon the secondary data obtained from the Indian banking system for customers….
Questionnaire contains five factors namely tangible, reliability, empathy, assurance and responsiveness..
Research Methodology may be a systematic method of finding new facts or verifying old facts, inter-
relationship, causal explanation, their sequence, and therefore the natural laws which govern them…..
“Research creates new knowledge.”
Research Methodology is an original contribution to the existing stock of knowledge making for its
advancement…..
It is the purest of truth with the assistance of study, observation, comparison, and experiment. In short, it
also covers the systematic method of finding a solution to a problem is research….
It also covers the systematic approach concerning generalization and the formulation of the theory….
Different stages involved in research consists of enacting the matter, formulating a hypothesis, collecting the
facts or data, analyzing the facts and reaching certain conclusion an either within the sort of the solution
towards the concerned problem or in generalization for some theoretical formulation…..
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RESERCH DESIGN
Research design is that the framework of research methods and techniques chosen by a researcher….
The design allows researchers to hone in on research methods that are suitable
For the subject matter and set up their studies for success.
Exploratory Research:
Exploratory research is defined as research used to investigate a problem that is not clearly defined….
It is conducted to possess a for better understanding of the prevailing problem, but won’t provide conclusive
results….
For such research, a researcher starts with a general idea and uses this research as a medium to identify
issues that can be the focus for future research….
Exploratory research design is a referred to as gathering information in an informal and unstructured

manner….
The exploratory research design is proper when the researchers know small at about the opportunity or
issue…
35
Exploratory research design isn’t limited to at least one specific paradigm but may use either qualitative or
quantitative approaches. It is often referred to as a grounded theory approach or interpretive research as it
used to answer questions like what, why, and how!!!!!!!
CONCUSIVE RESERCH:
Conclusive research is supposed to supply information that’s useful in reaching conclusions or decision-making….
It tends to be quantitative in nature that is a to say in the form of numbers that can be quantified and summarized….
It relies on both secondary data, particularly existing databases that are re analyzed to shed light on a special problem
than the first one that they were constituted, and primary research or data and specifically gathered for the present
study…
The purpose of conclusive research is to supply a reliable or representative picture of the population through the

utilization of a legitimate research instrument. In the case of formal research, it will also test the hypothesis….
Conclusive research is often sub-divided into two major categories::
Descriptive or statistical research…….
1. Causal research…
Conclusive research design usually involves the appliance of quantitative methods of knowledge collection
and data analysis. Moreover, conclusive studies tend to be the deductive in nature and research objectives in these types
of studies are achieved via testing hypothesis….
36
SOURCES OF DATA
1. Primary :
Using methods such as surveys, interviews, or experiments, primary information is being collected by the
researcher from first-hand sources. It is collected with scientific research in mind, directly from primary
sources….
The sources of primary data are usually choose and tailored specifically to meet the demands or
requirements of particular research. Also, before choosing a knowledge collection source, things just like the
aim of the research and target population got to be identified….
For example, when doing a market survey, the goal of the survey and the sample of population need to be
identified first.
This is what will determine what data collection source will be most suitable - a survey will be more suitable
for a population living in remote areas without internet connection compared to online surveys.
2. Secondary :
The term is employed in contrast with the term secondary data. Secondary data is data gathered from
studies, surveys, or experiments that are travel by people or for other research.
Typically, a researcher will be working with secondary data to begin the project. This allows time to
formulate questions and gain an understanding of the problems being addressed before the more costly and
time-consuming operation of collecting primary data….
Sources of secondary data include books, personal sources, journals, newspapers, websites, government
records, etc….
Data classified as secondary for particular research may be said to be primary for another research. This is
the case when a data is being reused, making it a primary data for the first research and secondary data for
the second research it is being used for.
37
DATA COLLECTION MATHOD:
Data collection is that the tactic of collecting and measuring information on different variables, during a
long-term, which includes stated research questions, test hypotheses, and evaluate outcomes.
1. Primary Data :
Primary data collection methods are often divided into two groups: quantitative and qualitative.
Quantitative data collection methods are based on mathematical calculations in various formats. Methods of
quantitative data collection and analysis include closed-end questions, methods of correlation and
regression, questionnaires with averages, modes, and median, et al.
Qualitative research methods, on the contrary, don’t involve numbers or mathematical calculations.
Qualitative research is closely related to words, sounds, feeling, emotions, colors, and other elements that
are non-quantifiable.
2. Secondary Data :
Secondary data may be a sort of data that has already been published in books, newspapers, magazines,
journals, online portals, etc...
There is an abundance of knowledge available in these sources about your research area in business studies,
almost no matter the character of the research area…
Therefore, the appliance of an appropriate set of criteria to pick secondary data to be utilized in the study
plays a crucial role in terms of accelerating the amount of research validity and reliability….
Research Design: Descriptive Sampling Design
Sample size: 204
Sampling Method: Convenient Sampling
Primary Data: Structured Questionnaire
Secondary Data: Companies websites, Journals, Books, Literature Review
Data Collection Instrument: Structured Questionnaire with close-ended question….
38
POPULATION:
The all banking services users of India were considered as population for the study and 202 random sample
are that obtains from different parts of country all though questionnaire filling by difference means….
SAMPLING MATHOD:
Sampling is a method that allow researchers in to information’s about a population based on results from a
subset of the population…
Without having investigate every individual…
Probability sampling method tends to be more time consuming and that expensive than non-probability
sampling…
Probability sample…
Non probability sample…
SAMPLING FRAME:
The sampling frame is a list of the things that you draw a sample from..
For example,
You have might a sampling frame of the name of people in a certain town for a survey you going to be
conducting on family size…
The sample space is all the possible outcomes from your study of survey…
DATA COLLECTION INSTRUMENT:

Questionnaire method is one which can be used to ask question to use a questionnaires….
Interviewing is one of the commonest method of collection information from individual….
Focus group…
Observation method…
Document analysis…
Charges…
39
QUESTIONNAIRE:
Q – 1. Age:
Age
Cumulative
Frequency Percent Valid Percent Percent
Valid 18 - 25 161 78.9 78.9 78.9
25 - 35 15 7.4 7.4 86.3
25 - 45 21 10.3 10.3 96.6
46 - 55 5 2.5 2.5 99.0
Above 55 2 1.0 1.0 100.0
Total 204 100.0 100.0
Table 1
Figure 1
INTERPRETATION:
40
From the above chart highest age group using SBI BANK SERVICES are with ratio near about
78.92%.......they are age group of young generation......as well as lowest age group ratio was to be oldest
people there are ratio 0.98%....
Q – 2. Gender:
Gender
Cumulative
Table 2 Frequency Percent Valid Percent Percent
Valid Male 88 43.1 43.1 43.1
Female 116 56.9 56.9 100.0
Total 204 100.0 100.0
Figure 2
INTERPRETATIONS:
In above chart male responded is 88 and female responded is 116….
Q – 3. Education qualification:
41
Educational qualification
Cumulative
Valid School 26 12.7 12.7 12.7
UG 54 26.5 26.5 39.2
PG 56 27.5 27.5 66.7
Professional course 27 13.2 13.2 79.9
Other 41 20.1 20.1 100.0
Total 204 100.0 100.0
Table 3
Figure 3
INTERPRETATIONS:
We can observe from the above chart that education qualifications of customers are PG
which is high amongst all with 27.45 % AND all about lowest amongst with 12.75%...
Q – 4. Occupations:
Occupation
42
Cumulative
Valid House wife 9 4.4 4.4 4.4
Student 133 65.2 65.2 69.6
Business man 23 11.3 11.3 80.9
Employee 20 9.8 9.8 90.7
Professional 11 5.4 5.4 96.1
Other 8 3.9 3.9 100.0
Total 204 100.0 100.0
Table 3
Figure 4
INTERPRETATION:
From the above chart we can see that 65.20% of students prefer the most in sbi bank and then lowest is also
that other bank a/c people that was 3.92 % in state bank of India…
Q – 5. Income level (monthly) :
Income level (monthly)

Cumulative
Valid Below RS. 5000 - RS. 15000 119 58.3 58.3 58.3
43
RS. 15001 - RS. 25000 46 22.5 22.5 80.9
RS. 25001 - RS. 35000 15 7.4 7.4 88.2
Above RS. 35000 24 11.8 11.8 100.0
Total 204 100.0 100.0
Table 4
Figure 5
INTERPRETATION:
We can observe from above chart that the income level of the people highest level was 58.33% as well as
lowest income level was 7.35% in above chart….
Q – 6. In SBI BANK do you have an account?
particula
r count percentage
Yes 152 74.50%
No 58 28.40%
44
160 15200.00%
140
120
100
80
5800.00%
60
40
20
74.50% 28.40%
0
1 2
yes No
Table 5
Figure 6
INTERPRETATIONS:
We can see that above chart most of the people can use sbi a/c that ratio 74.50% and
others are 28.40% that is no a/c of sbi bank…
Q – 7 What kind of account do you have maintain in SBI BANK?
What kind of account do you maintain in SBI BANK

Cumulative
Valid Current alc 29 14.2 14.2 14.2
Loan alc 5 2.5 2.5 16.7
Saving alc 155 76.0 76.0 92.6
45
Credit card 15 7.4 7.4 100.0
Total 204 100.0 100.0
Table 6
Figure 7
INTERPRETATION:
From above chart we can see that most of the people do that saving alc in sbi bank that’s ratio was 75.98%
as lowest a/c was ratio 2.45% in sbi bank….
Q – 8. Which product of SBI you have used?
Cumulative
Valid Fixed deposit 68 33.3 33.3 33.3
Insurance 13 6.4 6.4 39.7
Mutual fund 13 6.4 6.4 46.1
46
Other 110 53.9 53.9 100.0
Total 204 100.0 100.0

Table 7
Figure 8
INTERPRETATIONS:
From above chart we can observe that most of the people invest money that fixed deposit ratio was
53.92% and equal ratio was insurance and mutual fund that was 6.37% in sbi bank…
47
Q – 9. Which type of services do you prefer the most in SBI BANK?
Cumulative
Valid ATM service 87 42.6 42.6 42.6
Internet banking 38 18.6 18.6 61.3
Mobile banking 38 18.6 18.6 79.9
Core banking system 5 2.5 2.5 82.4
Other 36 17.6 17.6 100.0
Total 204 100.0 100.0

Table 9
Figure 9
INTERPRETATIONS:
From above chart we can see that highest ratio is 42.65% in atm services and in sbi bank lowest ratio was to
core banking system in 2.45%....
48
Q – 10. Does SBI BANK offers competitive interest rate?
Cumulative
Valid Yes 80 39.2 39.2 39.2
No 21 10.3 10.3 49.5
Maybe 103 50.5 50.5 100.0
Total 204 100.0 100.0

Table 8
Figure 10
INTERPRETATIONS:
From above chart we can see that most of that responded deserve interest rate that ratio is 50.49% and then
lowest ratio is 10.29% in sbi bank…
Q – 11. Does SBI BANK have core banking facility for the customer?
49
Table 9
Cumulative
Valid Yes 102 50.0 50.0 50.0
No 18 8.8 8.8 58.8
Maybe 84 41.2 41.2 100.0
Total 204 100.0 100.0
Figure 11
INTERPRETATION:
From above chart we can see that most of responded was satisfied core banking system in sbi bank that ratio
50% and other than confuse that core banking system ratio was 8.82% in banking system….
Q – 12. Which of the following facilities is given more important in SBI BANK?
50
particular count Percentage
loan facilities 62 30.40%
O/D facilities 20 9.80%
ATM facilities 108 52.90%
cash transaction facilities 99 48.50%
Table 10
48.50%
cash transaction facilities
99
52.90%
ATM facilities
108
9.80%
O/D facilities
20
30.40%
loan facilities
62
0 20 40 60 80 100 120
Figure 12
INTERPRETATIONS:
From above chart we can see that many responded is satisfied with atm services which was ratio 52.90 %
and then otherwise lowest responded is o/d facilities in 9.80% in sbi bank services….
Q – 13. For the past how many years are you using the SBI BANK’S services?
Cumulative
Valid 1 - 5 year 133 65.2 65.2 65.2
6 - 10 year 41 20.1 20.1 85.3
11 - 15 year 10 4.9 4.9 90.2
Above 15 year 20 9.8 9.8 100.0
Total 204 100.0 100.0

Table 11
51
Figure 13
INTERPRETATIONS:
We can see that above chart many responded got answer was 1 to 5 year deserve that was a/c in sbi bank
near about ratio 65.20%...and that others was 11 to 15 years in alc for sbi bank….
Q – 14. Would you recommend SBI BANK to your friends, relatives, associates, others…
Cumulative
Valid Yes 184 90.2 90.2 90.2
No 20 9.8 9.8 100.0
Total 204 100.0 100.0

Table 12
52
Figure 14
INTERPRETATIONS:
From above chart we can see that in 90 up % people was highest satisfied with sbi banking system and other
facilities….minor people was dissatisfied with system and services….
Q – 15. How do you feel about the services provided by SBI BANK?
Particular count percentage

Highly
satisfactory 50 24.50%
Satisfied 116 56.90%
Average 43 21.10%
Dissatisfied 9 4.40%
Highly dissatisfied 5 2.50%
Table 13
53
140
120
100
80
60
40
20
0
1 2 3 4 5
Figure 15
INTERPRETATIONS:
From above chart we can see that sbi bank services with satisfied level of people was 50 % up that means
they have good services from achieve that bank….minor people are not satisfied in that system…..
Q – 16. Why did you choose one particular bank?
Cumulative
Valid Efficient customer service 83 40.7 40.7 40.7
More ATMS 36 17.6 17.6 58.3
transaction costs 25 12.3 12.3 70.6
Other 60 29.4 29.4 100.0
Total 204 100.0 100.0

Table 14
54
Figure 16
INTERPRETATIONS:
From above chart we can observe that most of the people choose efficient customer services which was
ratio is 40.69% and otherwise more atms ratio is lowest that chart 17.65% in banking sector…
55
Results and finding
 We can analyze that most of the respondents are female (56.9%), 18 to 25 age respondents (78.9% ),
and most of the respondent are post graduate and are graduate (50% up)….
 We can analyze that most of the respondents are known about the state bank of India have an
account…..(74.5% )
 We can analyze that most of the respondents are invest money on state bank of India in current alc
and fixed deposit (53.9% )
 We can analyze that most of the respondents are agree for the core banking system (50% ) in state
bank of India…
 We can analyze that most of the respondents are most of the respondent use mobile banking and
internet banking in state bank of India (50.5%)…..
 We can analyze that most of the respondents are satisfied for the services of state bank of India
(63.6%)….
 We can analyze that most of the respondents are most of the respondent use to credit card, atms,
debit card in state bank of India (52.9%)…
 We can analyze that most of the respondents are recommend friends, relatives, associates (90.2%)
became positive result….
Limitations:
56
It is easy to seek out and collect secondary data, however, you would like to remember the restrictions the
info may have and therefore the problems that would arise if these limitations are ignored…..
 Secondary data are often general and should not really help companies with deciding……
 The information and data might not be accurate….. The source of the info should be checked……
 The data could also be old and out of date…..
 The sample wont to generate the secondary data could also be small…….
SUGGESTION:
Most of the customers have saving accounts and many of them have also invested in fixed
deposits…..Among all the routine services offered by SBI and ICICI, ATMS and credit card is the
57
most commonly widely used services…. It is derived after analyzing that most of the customers have
rated facilities means sitting, safe water drinking, atms, passbook machine and other….It ambience
as the most essential parameters which should have in bank…
Conclusion:
As per my objective I have getting many analytical data regarding customer

satisfaction and there for also getting positive results…I have fulfill my objectives customer
satisfaction with respect to products and services of state bank of India…
58
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“A STUDY ON CUSTOMER SATISFACTION WITH REFERANCE TO SBI”

Summer internship project report (SIP) on

“REFERENCE TO SBI YONO”

Institute Code: - 738

Institute Name: Noble group of institutions

Under the Guidance of

DR. Riddhi Sanghvi

In partial fulfillment of the requirement of the award of the degree of

Master of business Administration (MBA)

Gujarat Technological University

ENROLLMENT NO. : NAME : SIGNATURE

197380592058 : SOLANKI NISHTHA C. : NISHTHA.S.C

Date: July 2020

 So mainly this purpose I have got an chance to do my SUMMER INTERSHIP PROJECT at

INTRODUCTION OF BANKING INDUSTRY

FOUNDED OF WORK BANK

Second was the general bank of India which started in 1786..

It was originated in the bank of Calcutta in June 1806…

 State bank of India [ 1st July 1955]

 Bob [20th July 1908]

 Dena bank [26 may 1938]

 Hdfc [ august 1994]

 Icici [ June 1994]

SCENARIO OF BANKING IN INDIA

Credit card issued 47 million…...

 GROSS - RS. 298737 CRORE…

 AS ON SEPTEMBER- 30, 2013….

GROWTH OF BANKING INDUSTRY IN INDIA AND GUJARAT…

As per year 8.5%….

 Customer experience talent….

 1562 urban banks…

 Deposit for year on year development…

TOP 10 BANKS IN INDIA

 State bank of India

Founded - 1st July 1955

Total assets - 3046499.14 crore

No. Of branch - 85356

No. Of atm - 59291

Exams to get a job - sbi po, clerk, so

Founded - august 1994

Total assets -RS 1058910.81 crore

No. Of employees - 98061

No. Of branches - 4963

No. Of atm - 13160

 Icici bank pvt

Total assets - 693096.59 crore

No. Of employee - 82724

No. Of branches - 4867

No. Of atm - 14367

 Punjab national bank

Origin - 19th may 1894

Headquarters - New Delhi

Total assets - RS 651795.99 crore

No. Of employee - 70801

No. Of branches - 7000

No. Of atm - 9255

Total assets - RS 640730.77 crore