A STUDY OF THE CUTOMER SATISFACTION AT STATE BANK OF

INDIA, GALGALIA,BIHAR

PROJECT REPORT

Submitted to the
SRM SCHOOL OF MANAGEMENT

In partial fulfillment of the requirements for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION

By
ROHIT KUMAR JHA
(Reg.No: 3511210675)

Under the guidance of

R.VIJAY RAJA, Asst. Professor

SRM SCHOOL OF MANAGEMENT

SRM UNIVERSITY
KATTANKULATHUR 603 203

MAY 2014
Certificate from the Company
(Take color Photocopy of your “project report completion certificate” which given by the
company and put it here before binding the report; Retain original copy with you)
ROHIT KUMAR JHA
Reg.No: 3511210675
SRM School of Management
SRM University
SRM Nagar, Kattankulathur - 603 203,
Kancheepuram District, Tamil Nadu.

DECLARATION

I hereby declare that the project report entitled “A STUDY OF THE CUSTOMER
SATISFACTION AT STATE BANK OF INDIA,GALGALIA,BIHAR ” submitted to
SRM School of Management in partial fulfillment for the requirement of award of the
Degree of Master of Business Administration, is a record of the original research work
done under the supervision and guidance of MR.VIJAY RAJA, Asst. Professor, SRM
School of Management, SRM University, Kattankulathur and that it has not formed the basis
for the award of any Degree / Diploma / Fellowship of other similar title to any candidate of
any university.

Place: Kattankulathur (Student’s Signature)

Date: ROHIT KUMAR JHA
SRM School of Management
SRM University
SRM Nagar, Kattankulathur - 603 203,
Kancheepuram District, Tamil Nadu.

BONAFIDE CERTIFICATE

Certified that this project report titled A STUDY OF THE CUSTOMER SATISFACTION
AT STATE BANK OF INDIA,GALGALIA,BIHAR” is the Bonafide work of
MR.ROHIT KUMAR JHA, Reg. No: 3511210675 who carried out the research under my
supervision. Certified further, that to the best of my knowledge the work reported herein does
not from part of any other project report or dissertation on the basis of which a degree or
award was conferred on an earlier occasion on this or any other candidate.

Submitted for the viva-voce examination held on -----------------------

MR. VIJAY RAJA Dr. JAYSHREE SURESH

Asst. Professor (Dean, MBA)
(Project Guide)

External Examiner
 ACKNOWLEDGEMENT

My deepest gratitude goes first and foremost to the Dean, School of Management, Dr.
Jayshree Suresh for her commitment to ensuring that students in the MBA program are given
the opportunity to experience practically what is taught in the lecture rooms. Indeed her
encouragement has been a strong motivation for me.

Thanks to the Company Guide, Mr.Jay praksh,(state bank of india)who helped me doing my
project successfully. And also ensured that I will do work properly without any problem.

Thanks to Project guide, Mr. Vijay raja, asst. professor of SRM School of Management who
helped me in correcting all my faults in the project and also guide me to present it in a better
way. I have learnt a lot from him at the time of doing my project.

Finally my thanks goes to all the workers and the employees and customers of the company ,
who helped me in doing my project successfully. And also my thanks to my friends and
seniors who made valuable inputs along the line.
 SUMMARY OF THE REPORT
This report is about the customer satisfaction process of the state bank of india. As an
intern, I noticed an issue that was prevailing inside the company when I joined.
Customers are not satisfied with banking services. Customers view was to improve
internet services within the bank which will result in highly progress in work. Nearly 28%
of the respondents views that the internet facilities is satisfactory and 10% of customer
has not satisfied with it and also 62% customer having no response about it. According to
the survey that the 54% of the respondents are happy with SBI services and 46%of the
respondents are not satisfied. The respondents demand for more ATM’S and 06% of the
respondents are satisfied with the present numbers of ATM’S.It is inferred that, only 22%
of the respondents are friendly with the staffs and 78% of the respondents not so friendly.
the chart that 74% of the respondents are satisfied with the single.
According to the chart that 50% of the respondents are happy with the interest rate but
also 50% customer are not satisfied to interest rate. SBI Should takes up more marketing
activities and Increase field work done by the branches. Should increase the number of
new accounts. The branches should bring more offers on the loan.SBI should increase the
number of new ATM’S in rural area. Therefore it is very essential to see the satisfaction
level of customers. Which make the organisation to work effectively and to reach their
goal easily.
 CONTENTS
CHAPTERS CONTENTS PAGE NO.

CHAPTER- 1 INTRODUCTION

1.1 Introduction about the topic 1

1.2 Objective of the study 2

1.3 Importance of the study 2

1.4 Scope of the study 3

1.5 Limitations of the study 4

1.6 Industry profile 5-11

1.7 Company profile 11-28

CHAPTER – 2 Review of Literature 29

CHAPTER- 3 Research methodology 30-33

CHAPTER- 4 DATA ANALYSIS AND INTERPRETATION 34-56

CHAPTER- 5 Findings 57

Suggestions 58
Conclusion 59

Bibliography 60

Questionnaire 61-62
 LIST OF TABLES
SL NO. LIST OF TABLES PAGE NO.

Occupation of the 35
1 Respondents
The response of customers towards SBI
2 37
The demand of SBI ATM’S
3 39
The nature of the bank’s staffs towards
4 Customer 41
The satisfaction level of single window
5 system 43
The loan rate facilities given by SBI.
6 45
The response of customer on SBI
7 investment schemes. 47
The view of increase the number of
8 Safety lockers. 49
The overall view of internet banking
9 facilities by the customer. 51
Interest rate view by the customer.
10 53
The customer view about interest rate of
11 SBI.
 LIST OF CHARTS
SL NO. LIST OF CHARTS PAGE NO.

Occupation of the 36
1 Respondents
The response of customers towards SBI
2 38
The demand of SBI ATM’S
3 40
The nature of the bank’s staffs towards
4 Customer 42
The satisfaction level of single window
5 system 44

The loan rate facilities given by SBI.

6 46
The response of customer on SBI
7 investment schemes. 48
The view of increase the number of
8 Safety lockers. 50
The overall view of internet banking
9 facilities by the customer. 52
Interest rate view by the customer.
10 54
The customer view about interest rate of
11 SBI.
 Customer satisfaction of STATE BANK OF INDIA
CHAPTER-1

INTRODUCTION

1.1 Introduction about the topic

Customer satisfaction, a business term, is a measure of how products and services supplied
by a company meet, or percentage of total customers, whose reported experience with a firm,
its products, or its services (ratings) exceeds specified satisfaction goals.”

• It is seen as a key performance indicator within business and part of the four of a
Balanced Scorecard. In a competitive marketplace, where businesses compete for
customers, customer satisfaction is seen as a key differentiator and increasingly has
become a key element of business strategy. ( Kotler, 1990)

Within organizations, customer satisfaction ratings can have powerful effects. They focus
employees on the importance of fulfilling customers’ expectations. Furthermore, when these
ratings dip, they warn of problems that can affect sales and profitability. These metrics
quantify an important dynamic. When a brand has loyal customers, it gains positive word-of-
mouth marketing, which is both free and highly effective.In researching satisfaction, firms
generally ask customers whether their product or service has met or exceeded expectations.
Thus expectations are a key factor behind satisfaction. When customer high expectations and
reality falls short, they will be disappointed and will likely rate their experience as less then
satisfying. The importance of customer satisfaction diminishes when a firm has increased
bargaining power. The empirical literature that establishes the benefits of customer
satisfaction for firms. ( Kotler, 1990)

1
1.2 OBJECTIVES OF THE STUDY
PRIMARY OBJECTIVES
 To study the customers satisfaction of STATE BANK OF INDIA ( galgalia branch,
kishanganj ), Bihar .

SECONDARY OBJECTIVES

 To study the awareness of the services offered by SBI, among the customers.
 To enlighten the problem faced by the customers.
 To obtain the ways of increasing the service of the organization.
 To attain maximum benefits by customer service.
 To impart quality for the customer service.
 To give the suitable suggestions to improve the customers satisfaction level.
 To give the suitable suggestion to improve the customer satisfaction.

1.3 IMPORTANCEOF THE STUDY

The importance of doing this project is to understand, how customer satisfaction needs
changes the customer’s life and with references to the others factors. Some of the factors
which are derived in term of

o Customers safety
o Services to the customers
o Quality of work
o Fulfilment of required customers need
o Organizational climate
o Personal growth of each individual’s in the organization.

2
1.4 SCOPE OF THE STUDY

Scope refers to the future utility of the study conducted. Though the major coverage is
about the customer satisfaction of STATE BANK OF INDIA, under the study, it is seen how
services are done and what factors influence in its services. Another aspect covered under
the study is the organization’s strength, weakness, opportunity, and threat and also the
mode of distribution is covered in this. This study also shows the factors by which the
organization’s services might be affected and it suggest the way and mean of overcoming
such issue.

The study also reveals the present economic condition prevailing among the STATE BANK
OF INDIA and also lends a hand in seeing the future outlook of the organization as well as
the organization is concerned.

1. To implement the finding of the market research conducted as to for increasing the
services awareness and to formulate the better marketing strategies.

2. To ascertain how many of these customer needs the product and why they need the
product.

3
1.5 LIMITATIONS OF THE STUDY

1. Maximum number of public to prefer only SBI saving account, so it leads are to
create delay of services at a time. It is not possible to provide better services to a/c
holders.
2. Heavy formalities and documentation methods followed by SBI compare to other
nationalise bank.
3. There is no proper response from the highly officially for sanctioning the loan.
4. The business man and salary people are enjoying more benefit from SBI compare to
village farmer.
5. Problem to collect information from all over in India.

4
1.6 INDUSTRY PROFILE:

In banking, most jobs relate in some way to convincing people to part with their money
(checking, savings, investing) or to take yours (credit, loans) and pay you surcharges for the
privilege of doing either. Financial skills are only part of the job. To excel, you need some
serious interpersonal skills as well. (http//:www.statebankofindia.com)
Bankers' hours ain't what they used to be. Increasingly, banks are looking for talented,
competitive individuals with the desire to work hard to beat the competition. Expect an
extensive interview process. At banks, you have to talk to lots and lots of people before you
get hired. And then you have to talk to some more just so they can all be in complete
agreement about what a wonderful addition you'll be to the bank and its customers.
Commercial banking remains a relatively conservative industry. To make a positive
impression on your interviewer: Wear a suit. Don't wear patterned stockings. Address no one
by his or her first name, not even in California, not even on casual Friday. And smile. No
matter how much your brand-new dress shoes are pinching your feet, smile and have a warm
handshake at the ready. (http//:www.statebankof india.com)

Especially for corporate jobs, you'll be expected to have some knowledge of the changes
going on in the financial services sector-and an opinion about them. Also, you'll want to keep
an eye on the business section of the newspaper-at least while you're interviewing-to make
sure that you catch the headline about your potential employer merging with another firm.
(http//:www.statebankof india.com)

5
THE GREAT BANKING-SERVICES ROBBERY
Brokerages, corporations, and insurance firms have snatched bank products and successfully
made off with them. Fidelity, AT&T, Ford, and the rock group Kiss have all marketed credit
cards. Some mutual fund companies allow customers to write checks and take out loans
against their accounts. Banks no longer have payment processing, mortgages, or ATMs to
themselves either. No matter what area of banking you're interested in, remember that
brokerages and virtually every other type of financial institution are embarking upon an
unstated mission-to make the banking job you want obsolete. (http//:www.statebankof
india.com)

BANK ON LONGER HOURS

Once upon a time, banking was a 9-to-5 job. But, increasingly, bankers' hours are coming to
resemble those of brokers and consumer product marketers. What's more, as brokerages,
securities firms, and insurance companies move into banking, their take-no-prisoners culture
could mean even longer work hours for folks in the industry. Banking may still be better than
a lot of jobs for semi-fast-track moms and as-yet-undiscovered Broadway stars, but your seat
on the 5:04 commuter train now belongs to someone else.
In fact, many banks are actively preparing for the retirement of the baby boom generation by
launching talent management programs designed to look at training, performance
management, and workforce planning as related parts of a bigger whole. The emphasis on
retail banking and the repeal of Glass-Steagall have created opportunities for people in
banking to become providers of a suite of financial products, rather than just bank tellers. In
coming years, look for more opportunities for financial services sales reps and fewer
opportunities for loan officers and others with only a limited knowledge of the full array of
financial products banks can now sell.

6
In the most basic terms, commercial banks take deposits from individual and institutional
customers, which they then use to extend credit to other customers. They make money by
earning more in interest from borrowers than they pay in interest to those whose deposits they
accept. They're different from investment banks and brokerages in that those kinds of
institutions focus on underwriting, selling, and trading corporate and municipal securities.
Most of us maintain checking accounts at commercial banks and use their ATMs. The money
we deposit in our neighborhood bank branch or credit union supports economic activity
through business loans, mortgages, auto loans, and home repair loans. Banks also provide
loans in the form of credit card charges, and render local services including safe deposit,
notary, and merchant banking. The bank branch or credit union office remains the
cornerstone of Main Street economic life. (http//:www.statebankof india.com)

TRENDS
The 2008 recession brought about further consolidation as ailing financial institutions sought
out stable partnerships. Perhaps the best example is Bank of America, a traditionally
commercial bank that purchased struggling mortgage giant Countrywide Financial early in
2008 and later in the year completed a $50 billion acquisition of Merrill Lynch & Co., Inc.
The consolidation will make Bank of America the largest financial services company in the
world.
The jobs available at different commercial banks vary significantly according to the scope of
their operations. Mega-banks offer a huge variety of positions, from hard-core programming
spots to investment banking and trading. Small and regional banks tend to have a smaller
range of more traditional positions (loan officer, teller, credit analyst, etc.).

7
CONSUMER OR RETAIL BANKING
This is what most people think of when they think of banking: A small to mid-sized branch
with tellers and platform officers-the men and women in suits sitting at the nice wooden
desks with pen sets-to handle customers' day-to-day needs. Although thousands of small
community banks, credit unions, and savings institutions still exist, employment
opportunities in this sector are increasingly coming from a few mega-players such as Bank of
America and J.P. Morgan, which have built national-and even international-banking
operations. (http//:www.statebankof india.com)
In addition to extending their consumer-banking operations, many of the larger banks have
added to their investment banking and asset management capabilities. Make sure you're
applying to the right part of a large diversified organization. (http//:www.statebankof
india.com)

BUSINESS OR CORPORATE BANKING

Many of the players in this group are the same ones in the consumer banking business; others
you'll find on Wall Street rather than Main Street. At the highest level, the larger players
provide a wide range of advisory and transaction management services to corporate clients.
Depending on which institution and activity area you join, the work can resemble branch
banking or investment banking. (http//:www.statebankof india.com)

SECURITIES AND INVESTMENTS

Traditionally, this field has been the domain of a few Wall Street firms. However, as federal
regulations have eased, many of the biggest commercial banks, including Bank of America
and JPMorgan, have aggressively added investment banking and asset management activities
to their portfolios. For anyone interested in corporate finance, securities underwriting, and
asset management, many of these firms offer an attractive option. Be aware, though, that
hiring for these positions is frequently done separately from that for corporate and consumer
banking and experts predict the recession will have continue to have a much stronger
negative impact on the job outlook in these areas as opposed to commercial
banking. (http//:www.statebankof india.com)

8
NONTRADITIONAL OPTIONS
Increasingly, a number of nonbank entities are offering opportunities to people interested in
financial services. Players include credit card companies such as American Express,
MasterCard, and Visa; credit card issuers like Capital One; and credit reporting agencies such
as Experian. Although people at these firms are still in the money business, the specific jobs
vary greatly, perhaps more widely than jobs at traditional banks. In particular, given the
volume of transactions that many of these organizations handle, opportunities for people with
strong technical skills are excellent. (http//:www.statebankof india.com)

JOB PROSPECTS:
The three Ps in banking are pay, portability, and promotions. As the line between investment
and commercial banking continues to blur, commercial banks increasingly have to match
Wall Street salaries. And, regardless of whether you join the commercial or investment
banking ranks, you'll pick up skills that you can easily take with you to other jobs in
finance. (http//:www.statebankof india.com)

PRIMA DONNAS NEED NOT APPLY

If you're just not the I-banking type and your selling style is less in-your-face than what most
brokerages seem to be seeking, banking may be where you belong instead-unless, of course,
you want to join the I-banking operations of one of these players. An MBA is helpful but not
a prerequisite to future success. Your degree, graduate or undergraduate, doesn't have to be a
highly prestigious one. You still need to be smart, detail-oriented, good with numbers and
people, and resilient in the face of fairly constant change, but otherwise, most banks aren't
high-stress, difficult places to work. And it's not against the rules to be nice to your
colleagues. (http//:www.statebankof india.com)

9
WHAT'S TO HATE:
Throughout 2008 and 2009, however, economists questioned the value of Titanic-sized
banking. The government ended up bailing out several financial institutions such as Citigroup
and AIG, claiming that they were too big to fail and thus needed government intervention.
Now, however, some policy-makers are questioning the value of holding up these behemoth
institutions, as the government proposes new legislation to regulate
them. (http//:www.statebankof india.com)

RISK
Record levels of consumer debt and personal bankruptcies, along with the real estate bubble
pop and the recession, have dampened prospects for commercial banks. Many fear that the
dueling budget and trade deficits in the United States aren't sustainable. Protecting customer
information and transaction data from cyber threats is another area banks are concerned with,
and many are working to upgrade their enterprise protections. Because problems in the
market inevitably affect banks, many are putting new emphasis on upgrading risk
management capabilities in case something goes awry.
Two of the major trends in banking in the past decade have been consolidation (e.g., the
acquisition of Wachovia by Wells Fargo, or the takeover of FleetBoston by Bank of America)
and the increasing use of technology (e.g., online banking). Both of these trends have had and
will continue to have a negative effect on job growth in the industry. Indeed, the U.S. Bureau
of Labor Statistics has reported that the number of jobs in the banking industry is likely to
decline by 2 percent between 2004 and 2014, as compared to an expected overall growth in
the number of jobs in the U.S. of 14 percent during that time.
But it's not all bad news in banking; the U.S. population is growing, and new population
centers are emerging all the time, so there will be new jobs available in new locations. And
while opportunities for bank tellers and back-office clerical workers stagnate, financial
analysts, financial advisors, trust officers, marketing pros, and techies will enjoy growing
opportunities as the baby boom generation ages and bank operations become increasingly
automated.

10
Up until 1999, the Glass-Steagall Act, passed by Congress in 1933, served as the backbone of
banking regulation. During the late '90s, however, banks and other financial institutions
found ways around the restrictions placed on them by Glass-Steagall and related legislation
leading to a repeal of the act in 1999. President Bill Clinton signed into law the Financial
Services Modernization Act of 1999, or the Gramm-Leach-Bliley Act, which allowed
commercial banks to own investment banks. This gave financial services giants fuel to grow
without limitation. (http//:www.statebankof india.com)

1.7 COMPANY PROFILE

History

The roots of the State Bank of India lie in the first decade of 19th century, when
the Bank of Calcutta, later renamed the Bank of Bengal, was established on June 2, 1806. The
Bank of Bengal was one of three Presidency banks, the other two being the Bank of
Bombay (incorporated on April 15, 1840) and the Bank of Madras(incorporated on July 1,
1843). All three Presidency banks were incorporated as joint stock companies and were the
result of the royal charters. These three banks received the exclusive right to issue paper
currency in 1861 with the Paper Currency Act, a right they retained until the formation of
the Reserve Bank of India. The Presidency banks amalgamated on January 27, 1921, and the
re-organized banking entity took as its name Imperial Bank of India. The Imperial Bank of
India remained a joint stock company.
Pursuant to the provisions of the State Bank of India Act of 1955, the Reserve Bank of India,
which is India's central bank, acquired a controlling interest in the Imperial Bank of India. On
April 30, 1955, the Imperial Bank of India became the State Bank of India. The government
of India recently acquired the Reserve Bank of India's stake in SBI so as to remove any
conflict of interest because the RBI is the country's banking regulatory authority.

11
In 1959, the government passed the State Bank of India (Subsidiary Banks) Act, enabling the
State Bank of India to take over eight former state-associated banks as its subsidiaries. On
September 13, 2008, the State Bank of Saurashtra, one of its associate banks, merged with the
State Bank of India.
SBI has acquired local banks in rescues. For instance, in 1985, it acquired the Bank of Cochin
in Kerala, which had 120 branches. SBI was the acquirer as its affiliate, the State Bank of
Travancore, already had an extensive network in Kerala.
(SBI ANNUAL BOOK 2008)
Origin

• The Imperial Bank of India came into existence on 27 January 1921 when the three
Presidency Banks of colonial India, were reorganized and amalgamated to form a
single banking entity. The three Presidency banks were the Bank of Bengal,
established on 2 June 1806, the Bank of Bombay (incorporated on 15 April 1840) and
the Bank of Madras (incorporated on 1 July 1843).( http://www.sbiorigin.com)

Activities

• Imperial Bank of India performed all the normal functions which a commercial
bank was expected to perform. In the absence of any central banking institution in
India until 1935, the Imperial Bank of India also performed a number of functions
which are normally carried out by a central bank. (http://www.sbiorigin.com)

12
Milestones

In 1924, at Apollo Street, currently called Mumbai SamacharMarg, Mumbai, a magnificent

stone structure with fretted windows, was constructed to house a branch of the imperial bank
of india.
• In (1933),According to, Sir Badridas Goenka, an important public figure and business
tycoon of his time, and a prominent member of Marwari community of Calcutta,
became the first Indian to be appointed as the chairman of the Imperial Bank of India.
(http://www.sbiorigin.com)

Epilogue

The Reserve Bank of India, which is the central banking organization of India, in the year
1955, acquired a controlling interest in the Imperial Bank of India, and the Imperial Bank of
India was christened on 30 April 1955 as the State Bank of India, and this transformation
from the Imperial Bank of India to the State Bank of India was given legal recognition in
terms off an Act of the Parliament of India, which came into force from 1 July 1955. The day
on which the Imperial Bank of India (IBI) became the State Bank of India, IBI had 480
branches, sub-offices, and three local head offices; and had under its control and command
slightly more than a quarter of the resources of the Indian banking industry. The branch
network of State Bank of India has since grown to 9093 branches as on 31 March 2004. In
2007 Reserve Bank of India transferred its stake in State Bank of India to Government of
India.
International presence

As of December 31, 2009, the bank had 157 overseas offices spread over 32 countries. It has
branches of the parent in Colombo, Dhaka, Frankfurt, Hong Kong, Tehran, Johannesburg,
London, Los Angeles, Male in the Maldives, Muscat, Dubai, New York, Osaka, Sydney, and
Tokyo. It has offshore bankingunits in the Bahamas, Bahrain, and Singapore, and
representative offices in Bhutan and Cape Town. It also has an ADB in BUSTON,USA.
SBI operates several foreign subsidiaries or affiliates. In 1990, it established an offshore
bank; state bank of India (Mauritius).

13
In 1982, the bank established a subsidiary, State Bank of India (California), which now has
ten branches – nine branches in the state of California and one in Washington, D.C. The 10th
branch was opened in Fremont, California on 28 March 2011. The other eight branches in
California are located in Los Angeles, Artesia, San Jose, Canoga Park, Fresno, san diego,
Tustin and bakesfield.
The Canadian subsidiary, State Bank of India (Canada) also dates to 1982. It has seven
branches, four in the Toronto area and three in BRITISH COLUMBIA.
In Nepal, SBI owns 55% of Nepal SBI Bank, which has branches throughout the country. In
Moscow, SBI owns 60% of Commercial Bank of India, with Canara Bank owning the rest.
In Indonesia, it owns 76% of PT BANK INDO MONEX.
The State Bank of India already has a branch in Shanghai and plans to open one in TIANJIN.
In Kenya, State Bank of India owns 76% of Giro Commercial Bank, which it acquired for
US$ 8 MILLION in October 2005.(ANNUAL REPORTOF SBI, 2010)

14
STATE BANK OF INDIA

State Bank of India (SBI) (NSE: SBIN, BSE: 500112, LSE: SBID) is the largest banking and
financial services company in India by revenue, assets and market capitalization. It is a state-
owned corporation with its headquarters in Mumbai, Maharashtra. As of March 2011, it had
assets of US$ 370 billion with over 13,000 outlets including 150 overseas branches and
agents globally. The bank traces its ancestry to British India, through the Imperial Bank of
India, to the founding in 1806 of the Bank of Calcutta, making it the oldest commercial bank
in the Indian Subcontinent. Bank of Madras merged into the other two presidency banks,
Bank of Calcutta and Bank of Bombay to form Imperial Bank of India, which in turn became
State Bank of India. The government of India nationalized the Imperial Bank of India in
1955, with the Reserve Bank of India taking a 60% stake, and renamed it the State Bank of
India.

SBI provides a range of banking products through its vast network of branches in India and
overseas, including products aimed at non-resident Indians (NRIs). The State Bank Group,
with over 16,000 branches, has the largest banking branch network in India. SBI has 14 Local
Head Offices situated at Chandigarh, Delhi, Lucknow, Patna, Kolkata, Guwahati (North East
Circle), Bhuwaneshwar, Hyderabad, Chennai, Trivandram, Banglore, Mumbai, Bhopal &
Ahmedabad and 57 Zonal Offices that are located at important cities throughout the country.
It also has around 130 branches overseas.

SBI is a regional banking behemoth and is one of the largest financial institutions in the
world. It has a market share among Indian commercial banks of about 20% in deposits and
loans.The State Bank of India is the 29th most reputed company in the world according to
Forbes. Also SBI is the only bank featured in the coveted "top 10 brands of India" list in an
annual survey conducted by Brand Finance and The Economic Times in 2010.

(SBI PATRIKA2011)

15
 Associate bank
SBI has five associate banks; all use the same logo of a blue circle and all the associates use
the "State Bank of" name, followed by the regional headquarters' name;

State Bank of Bikaner & Jaipur

State Bank of Hyderabad

State Bank of Mysore

State Bank of Patiala

State Bank of Travancore

Earlier SBI had only seven associate banks that constituted the State Bank Group.
Originally, the then seven banks that became the associate banks belonged to princely states
until the government nationalised them between October 1959 and May 1960. In tune with
the first Five Year Plan, emphasising the development of rural India, the government
integrated these banks into the State Bank of India system to expand its rural outreach. There
has been a proposal to merge all the associate banks into SBI to create a "mega bank" and
streamline operations.

The first step towards unification occurred on 13 August 2008 when State Bank of
Saurashtra merged with SBI, reducing the number of state banks from seven to six. Then on
19 June 2009 the SBI board approved the merger of its subsidiary, State Bank of Indore, with
itself. SBI holds 98.3% in State Bank of Indore. (Individuals who held the shares prior to its
takeover by the government hold the balance of 1.77%.)The acquisition of State Bank of
Indore added 470 branches to SBI's existing network of 12,448 and over 21,000 ATMs. Also,
following the acquisition, SBI's total assets will inch very close to the Rs 10-lakh crore mark.
Total assets of SBI and the State Bank of Indore stood at Rs 998,119 crore as on March 2009.
The process of merging of State Bank of Indore was completed by April 2010, and the SBI
Indore Branches started functioning as SBI branches on 26 August 2010.

16
Non-banking subsidiaries

Apart from its five associate banks, SBI also has the following non-banking subsidiaries:

1. SBI Capital Markets Ltd

2. SBI Funds Management Pvt Ltd

3. SBI Factors & Commercial Services Pvt Ltd

4. SBI Cards & Payments Services Pvt. Ltd. (SBICPSL)

5. SBI DFHI Ltd

6. SBI Life Insurance Company Ltd.

7. SBI General Insurance

(SBI PATRIKA2012)

17
Current Board of Directors

After the end of O. P. Bhatt's reign as SBI Chairman on 31st March, 2011, the post
was taken over by Pratip Chaudhuri, who is the former Deputy Managing Director of the
International Division of SBI. As on 4th August, 2011, there are twelve members in the SBI
Board of Directors, including Subir Gokarn, who is also one of the four Deputy Governors of
the Reserve Bank of India.

The complete list of the Board members are:

 PratipChaudhuri (Chairman)
 Hemant G. Contractor (Managing Director)
 Diwakar Gupta (Managing Director)
 A Krishna Kumar (Managing Director)
 Dileep C Choksi (Director)
 S. Venkatachalam (Director)
 D. Sundaram (Director)
 ParthasarathyIyengar (Director)
 G. D. Nadaf (Officer Employee Director)
 RashpalMalhotra (Director)
 D. K. Mittal (Director)
 Subir V. Gokarn (Director)

(SBI PATRIKA2011)

18
Branches of SBI
State Bank of India has 172 foreign offices in 37 countries across the globe.

SBI has about 25,000 ATMs (25,000th ATM was inaugurated by the then Chairman of State
Bank Shri O.P. Bhatt on 31 March 2011, the day of his retirement); and SBI group(including
associate banks) has about 45,000 ATMs.

SBI has 21,500 branches, including branches that belong to its associate banks.

SBI includes 99345 offices in India.India's number one ADB is in bellaryi e State bank of
India bellary ADB.

19
LOA NTO NTPC
On july 8,2011,sbi agreed to give a loan of rs.100 billion of NTPC ( National Thermal
Power Corporatio ),n making it the largest loan SBI had ever given to any single cust mer
o in its entire 200 year
accom anied by a drawdown period of four years.n NTPC press release said at the time of the declaration of
expenditure of ongoing and new projects." d o
p A

NTPC chairman at the time, rup A Roy Choudhury clarified tha used
t thetoloan
adda128,000
mount would
MW capacity
be by the end o
This loan was offered amidst declining finance for power projePC'c capac ity at the time of
direct result of the lending constraints pl ced by the

ea
and the increased
a a
risk awareness of power projects. It will also help around 4.51 trillion that the Power Ministry of India expect
(SBI ANNUAL REPORT,2012)

20
Symbol and slogan
The symbol of the State Bank of India is a circle and not key hole and a small man at the
centre of the circle. A circle depicts perfection and the common man being the cent e of the
bank's business.

Slogans : "Pure banking nothing else"

also includes : "With you - all the way" and : "a bank of common man.
State Bank of India is an India-based bank. In addition to banking, the Company, through its
subsidiaries, provides a range of financial services, which include life insurance, merchant
banking, mutual funds, credit card, factoring, security trading, pension fund management and
primary dealership in the money market. It operates in four business segments: the treasury
segment includes the entire investment portfolio and trading in foreign exchange contracts
and derivative contracts; the corporate / wholesale banking segment comprises the lending
activities of corporate accounts group, mid corporate accounts group and stressed assets
management group; the retail banking segment comprises of branches in National Banking
Group, which primarily includes personal banking activities, and other banking business. As
of March 31, 2011, the Bank had a network of 18,266 branches including 4,724 branches of
its five Associate Banks

21
Recent awards and recognitions
Best Online Banking Award, Best Customer Initiative Award & Best Risk Management
Award (Runner Up) by IBA Banking Technology Awards 2010

The Bank of the year 2009, India (won the second year in a row) by The Banker Magazine

Best Bank – Large and Most Socially Responsible Bank by the Business Bank Awards 2009

Best Bank 2009 by Business India

The Most Trusted Brand 2009 by The Economic Times

Most Preferred Bank & Most preferred Home loan provider by CNBC

Visionaries of Financial Inclusion by FINO

Technology Bank of the Year by IBA Banking Technology Awards

SKOCH Award 2010 for Virtual Corporation Category for its e-payment solution

The Brand Trust Report 11th most trusted brand in India.

(SBI PATRIKA2012)

22
CUSTOMER SATISFACTION ON STATE BANK OF INDIA

State Bank of India has initiated the implementation of a major customer satisfaction drive in
the country.

Apart from rolling out 12-hour banking and seven day banking in some of its branches in the
country, the bank also appoints `GrahakMitras' and `ATM Dosts' in its branches as part of its
aim to provide better services.

"In the next few months, the bank will have `GrahakMitras' in many branches in the country.
A `GrahakMitra' will be a bank employee who will remain present at branches and help
customers with inquiries and the like, even suggesting them what products will be best for
them," reports State Bank of India circle.

The bank will also soon introduce `ATM Dosts' in branches. These bank employees will have
specific tasks of assisting customers and educating them on how to use the ATM facilities.

"Although ATM cards are being issued, not many customers use the ATM network, mainly
because of lower levels of awareness. We intent to change that," SBI

Admitting that only a miniscule percentage of bank customers used internet banking for
transactions, reports say that concerted efforts are being made to migrate people to the ATM
and internet banking network.

"As of date, only a miniscule percentage of customers use internet banking. In fact, it is only
being used by some professionals, a few corporates and youth. Our aim is to migrate to as
many customers in the internet banking and ATM network as possible," says SBI reports.
The bank added that across the country, SBI ATMs are the leading business transacts in the
the country.

"The perception that internet banking is not secure has to be removed. Professional hackers
have not been able to hack into the SBI website so far and we are sure they will not be able to
in the future too," says SBI circles. He added that for instance, GAIL is using the SBI internet
banking network for all its payments. (WWW.SBI.COM)

23
 State Bank of India

Typ e Public

Tra ed as NSE: SBIN

d
BSE: 500112
LSE: SBI D
BSE SEN SEX Constituent

Industry Banking, inancial

F services

Fou ded 1 July 1955

n

Headquarter Mumbai, Maharashtr , India

s
a

Are served Worldwide

a

Key people PratipCha udhuri

(Chairman)

Products Credit car ds, Consumer banking, corporate banking,finance and

insurance,investment banking, mortgage loans, private banking, wealth
management

Rev nue US$ 32.44 billion (2011)

e

Profit US$ 2.34 billion (2011)

Total assets US$ 369.56 billion (2011)

24
 Total equity US$ 18.71 billion (2011)

Owner(s) Government of India

Employees 222,933 (2011)

Website www.statebankofindia.com

( WWW.SBI. OM)

What's new in state bank of india

MOBILE BANKING

State Bank Freedom – Your Mobile Your Bank

Away from home, balance enquiries can be made a d/or mone sent to th loved ones or bills can be paid anytim
1. Mobile Banking Service over Application/ Wirelessn Application
y Protocol
e (WAP)
The se vice is av ilable on java enabled /Android mobile phones (with or without GPRS) where the user is req
The following functionalities are available:
e

r a
h e
d

 Funds transfer (within and outside the bank)

 Interbank Mobile Payment Services (IMPS):
 Enquiry services ance enquiry/ Mini statement)
(Bal
 Cheque book request
 Demat Enquiry Service
 Bill Pay ent (Utility bills, credit cards, Insurance pre ium), Donations,
m m
Subscriptions

 Mobile Top up

 M Comm rce (Top up of Tatasky, BigTV, SunDirect, DishTV, DigitalTV and

e
Videocon 2h connections, SBI life insurance premium)
d
25
Business Rules

• All Current/ Savings Bank Account holders in P segment are eligible.

• Transaction limit per customer per day is Rs.50,000/- with a calendar month limit of
Rs.2,50,000/-

• All customers can avail the Service irrespective of their telecom service provider.

• The Service is free of charge. SMS/GPRS cost will be borne by the customer.

2. Mobile Banking Service over SMS:

The service is available on all phones (java/non java) with/without GPRS connection. No
need to download the application. Ordinary SMS charges are applicable.

The following functionalities are available:

• Enquiry Services (Balance Enquiry/Mini Statement)

• Mobile Top up

• DTH Top up/ recharge

• IMPS- Mobile to Mobile Transfer

• Change MPIN

Business Rules

• All Current/ Savings Bank Account holders in P segment are eligible.

• Transaction limit per customer per day is Rs.1,000/- with a calendar month limit of
Rs.5,000/-

• All customers can avail the Service irrespective of telecom service provider.

• The Service is free of charge. SMS cost will be borne by the customer.

26
 • As a matter of abundant precaution, Customers are requested to delete all the
messages sent to the number 9223440000, once the response for their request has
been received.

3. Mobile Banking Service over USSD (Unstructured Supplementary Service Data)

The service is available on all phones (java/non java) with/without GPRS connection. No
need to download the application.

The following functionalities are available:

• Enquiry Services (Balance Enquiry/Mini Statement)

• Mobile Top up

• Funds Transfer (within Bank)

Business Rules

• All Current/ Savings Bank Account holders in P segment are eligible.

• Transaction limit per customer per day is Rs.1,000/- with a calendar month limit of
Rs.5,000/-

• The Service is available for subscribers of select telecom operators only.

• The Service is free of charge. USSD session charges will be borne by the customer.

• The service is session based and requires a response from the user within a
reasonable time.

(SBI ANNUAL BOOK 2011)

27
STATEMENT OF PROBLEM:

As an intern, I noticed an issue that was prevailing inside the bank when I joined. Due
to the work load and the presence to complete the assigned jobs on time; the workers are
faced with lot of stress from the work. The various measures taken by the management in
tackling the satisfaction of the customers were not found to achieve the desired result.
Therefore the problem of stress persists in the work place resulting in trouble to both the
employees and customers. The casual workers quality of work is not up to the standards
because of the lack of the employee and development programmes. Management facing lots
of problem in cutomer satisfaction. Customer satisfaction makes the employees to work very
systematic. Bank can not able to provide the loan to the customer in particular time period. Its
affect the image of the bank and for this problem customers are take interest upon the other
private and govt bank.

28
 CHAPTER‐2

2.1 Review of Literature

 Customer Satisfaction
Quantification of customer satisfaction which typically involves a score on a
multipoint scale ostensibly reflects a summary of the extent to which the customer’s
expectations are being met.
 Customer
A customer is an individual or organization that actually makes a purchase decision.
He is the person who buys a product either for him or another person. A customer is a
person who brings his needs/wants to the marketer.
 Research Design
Research Design is purposeful scheme of action proposed to be carried out in a
sequence during the process of research focusing on management problem to be
talked. It must be schemes for problems solving through proper analysis.

RESEARCH QUESTIONS:

1. Is Poor interpersonal relation causes customer satisfaction ?

2. Due to heavy work load and pressure in job causes customer satisfaction?

29
 CHAPTER-3

RESEARCH METHODOLOGY

3.1 Introduction of Research

• Research is defined as human activity based on intellectual application in the
investigation of matter. The primary purpose for applied research is discovering,
interpreting, and the development of methods and systems for the advancement of
human knowledge on a wide variety of scientific matters of our world and the
universe. Research can use the scientific method, but need not do so.

( Research methodology by c.kothari)

Definition of Research
Research could be understood as an organized activity with specific focus on a problem or
issue supported by compilation of related data and facts, involving application of relevant
tools of analysis and deriving logically sound inferences based on originality.

( Research methodology by c.kothari)

Definition of Research Methodology:

Research methodology is a way of systematically solve the research problem. It may
be understood as a science of studying how research done scientifically. It gives the
steps that are generally adopted by a researcher in studying his research problem
along with the logic behind them. ( Research methodology by c.kothari)

Research Design:
Research Design is purposeful scheme of action proposed to be carried out in a
sequence during the process of research focusing on management problem to be
talked. It must be schemes for problems solving through proper analysis.

( Research methodology by c.kothari)

In this study we have used descriptive research design.

30
DESCRIPTIVE RESEARCH DESIGN:

A Descriptive Research is the one that describes the demographic characteristics of

consumers who use the product or the employees of the company.

Area of study

 The study is conducted at STATE BANK OF INDIA ( galgalia branch, kishanganj ),

Bihar .

Method of Data Collection (PHILIP KOTHLER 5TH EDITION)

Data could be broadly classified as:

• Primary Data

• Secondary Data

Primary Data: Primary data is known as the data collected for the first time through field
survey. Such data are collected with specific set of objective to assess the current status of
any variable studied. Primary data always reveal the cross section picture of anything studied.
This is needed research to study the effect or impact of any policy. This is possible only by
collecting information from people residing around the tannery at periodically intervals. Data
collected at one point of time will reflect only the status of pollution at that time. It is not
relevant at a different point of time. So such data collected are collected primary data.

 Telephone Surveys: A successful international customer satisfaction programs

that employs a telephone data collection methodology must rely on an accurate
database of customer phone numbers. Even though services exist that can provide
telephone numbers based on address information. The penetration of telephones in
consumer households should be considered for national data collection method.
Telephone data collection although expensive clearly enjoys significant
advantages over alternatives. It is flexible permitting changes to survey structure
during the fielding process.
 Mail Surveys: Mail surveys are attractive from cost standpoint. The mail packet
can include a monetary incentive to increase response rates. Mail programs are

31
  quite predictable in terms of delivery and return times, but international studies are
more vexing. The mail
systems of many countries are not so efficient and the result can be delivery delays
that may exceed several weeks. As in case of telephone data collection a regional
approach may be appropriate. For international tracking programs that rely on a
quarterly reporting cycle mail surveys may be problematic. Long delays in data
collection cycle can result in situation in which too few surveys are returned.
 Personal Interviews: In some cultures personal interview are requisite. This may
be due to a lack of reliable telecommunication infrastructure or cultural norms. In
Asia interviews in business-to-business context must be conducted face to face. In
some countries the relatively low incidence of home telephone attractive labour
rates and high population density makes personal interviews a logical choice. Its
primary advantage is that the interviewer can probe and facilitate during the
survey process. When personal interviews are used it is not necessary to
completely concede national projections.

Secondary Data: Secondary data refers to the information or facts already collected. Such
data are collected with the objective of understanding the past status of any variable. Or the
data collected and reported by some source is accessed and used for the objective of a study.
Normally, in research, the scholars collect published data, analyses them, to explain the
relationship between variables, which may not have been studied or the relationship might be
explained in new way. Such a source is used to save time and cost in compiling the data
relating to the past. Further, there is no possibility of collecting any data of the past for the
first time. So, this source is used for collecting the historical data. Reference)

32
Research instruments:

Structured questionnaire

SAMPLING:

A sampling is a part of target population sampling is the process of carefully

selecting a small part which represents a large population.

SAMPLE SIZE: 50

POPULATION SIZE: 500

SAMPLING TECHNIQUE:

Simple Random Sampling Technique

The researcher has used simple random probability sampling technique. In a simple random
sampling every possible sample has known equal chance of selection. A simple random is a
sample generated by a process that grantees in the long run that every possible size will be
selected with known and equal probability.

REASONS FOR USING SIMPLE RANDOM SAMPLING

• It is easiest probability method to understand.

• It may serve as a good approximation to some for the more complex methods used
in practice.

ANALYTICAL TOOLS:

Percentage analysis

Percentage refers to a special kind of ratio ,percentage is used in making comparisons

between two or more series of data, percentage is used to describe the relationship .

Percentage=no. of respondents/total no. of sample *100

33
 CHAPTER-4
4.1 DATA ANALYSIS AND INTERPRETATION

ANALYSIS

Analysis is the process of placing the data in an ordered form, combining

them with the existing information and extracting the meaning from them. In other
words analysis is an answer to the question “what message is conveyed by each
group of data”.

Which are otherwise raw facts and are unable to give a meaningful
information. The raw data become information only when they are analyzed and put
in meaning full form.

INTERPRETATION

Interpretation is the process of relating various bits of information to other existing

information. Interpretation attempts to answer, “what relationship exists between the findings to
the research for the study in the beginning

34
 DATA ANALYSIS AND INTERPRETATION

Table No -1
Table showing occupation of the Respondents

S. No Occupation No. of Respondents % of Respondents

1 Private Employee 07 14

2 Govt. Employee 30 60

3 Professional 7 14

4 Business 06 12

Total 50 100

Interpretation
From the above table, it is inferred that 14% of the respondents are Private employee, 60% of
the respondents are Govt. employee, 14% of the respondents are Professional and 12% of the
respondents are from Business concern.

35
Chart No-1
Chart showing the occupation of the Respondents

12% 14%

14%

Private Emp.
Govt. Emp
Prof ssional Busi ess
e
n

60%

36
 Table No-2
Table showing the response of customers towards SBI

S. No. option No. of Respondents % of Respondents

1 Yes 27 54

2 No 23 46

Total 50 100

Interpretation

From the above table, it is inferred that the 54% of the respondents are happy with SBI
services and 46%of the respondents are not satisfied.

37
Chart No-2
Chart showing the response of customers towards SBI

46%

yes
no
54%

38
 Table No-3
Table showing the demand of SBI ATM’S

S. No option No. of Respondents % of Respondents

1 Yes 47 94

2 No 03 06

Total 50 100

Interpretation
From the above table, it is inferred that 94% of the respondents demand for more ATM’S and
06% of the respondents are satisfied with the present numbers of ATM’S.

39
 Chart No-3
Chart showing the demand of the new ATM’S

6%

y
e
s
n
o

94%

40
 Table No-4
Table showing the nature of the bank’s staffs towards customer.

S. No Source No. of Respondents % of Respondents

1 Yes 11 22

2 No 39 78

Total 50 100

Interpretation
From the above table it is inferred that, only 22% of the respondents are friendly with the
staffs and 78% of the respondents not so friendly.

Chart No-4
Chart showing the nature of the staffs towards customers.

41
 22%

yes
no

78%

42
 Table No-5
Table showing the satisfaction level of single window system

S. No options No. of Respondents % of Respondents

1 Yes 37 74

2 No 03 06

No response 10 20

TOTAL 50 100

Interpretation
From the above table it is inferred that 74% of the respondents are satisfied with the single
window system and 06% of the respondent are not satisfied and also 20% had no option
about it.

43
 Chart No-5
Table showing the satisfaction level of single window system

Single window system satisfaction level

20%

yes
6%
no
no response

74%

44
Table No-6
Table showing the loan rate facilities given by SBI.

S.No option No. of Respondent % of Respondents

1 Excellent 03 06

2 Good 07 14

3 Average 31 62

4 Bad 09 18

Total 50 100

Interpretation
From the above table it is inferred that 06% of the respondents are saying excellent loan
facilities, 14% of the respondents are saying good loan facilities,62% of the respondents are
saying average facilities given by bank and 18% of the respondents are saying bad facilities
given by bank.

45
 Chart No-6
Chart showing the sales satisfaction level of the loan facilities.

6%

18%

14%

Excelle
ntoG
od
Averag
e Bad

62%

46
Table No-7
Table showing the response of customer on SBI investment schemes.

S.NO Option No. of Respondents % of Respondents

1 Yes 08 16

2 No 18 36

3 No response 24 48

Total 50 100

Interpretation
From the above table it is inferred that only 16% of the respondents have given good
response on SBI investment and 36% of the respondents has not agreed on it and 48% has not
respondents.

47
Chart No-7
Chart showing response of customer on SBI investment schemes.

16%

Yes
48%
No
No response

36%

48
 Table No-8
Table showing the view of increase the number of safety lockers.

S.No Particular No. of Respondents % of Respondents

1 Yes 04 08

2 No 06 12

3 May or may not 12 24

6 No response 28 56

Total 50 100

Interpretation
From the above table it is inferred that 08% of the respondents has agreed with the increase
the number of safety lockers and 12% of the respondents saying no about this but 24% of
respondent saying that may or may not and 56% of the respondents has no response about
this.

49
 Chart No-8
Chart showing the response of customer about increase the number of safety lockers.

8%

12%

YES
NO
MAY OR MAY NOT

56% NO RESPONSE

24%

50
 Table No-9
Table showing the overall view of internet banking facilities by the customer.

S.No Particular No. of Respondents % of Respondents

1 Yes 14 28

2 No 05 10

3 No Response 31 62

Total 50 100

Interpretation
The table showing that the overall view of the customer regarding the internet services.
Nearly 28% of the respondents views that the internet facilities is satisfactory and 10% of
customer has no satisfied with it and also 62% customer havindno response about it.

51
 Chart No-9
Chart showing the overall view of internet facilities by the customer.

28%

YES
NO
NO RESPONSE

62%
10%

52
 Table No-10
Table showing interest rate view by the customer.

S.No OPTIONS No. of Respondents % of Respondents

1 Yes 25 50

2 No 25 50

Total 50 100

Interpretation
From the table it is inferred that 50% of the respondents are happy with the interest rate but
also 50% customer are not satisfied to interest rate.

53
 Chart No-10

Chart showing the customer view about interest rate of SBI.

Yes
50% 50% No

54
 Table No-11
Table showing the demand of new SBI branches.

S.No OPTIONS No. of Respondents % of Respondents

1 Yes 44 88

2 No 02 04

3 May or may not 04 08

Total 50 100

Interpretation

From the table it is inferred that 88% of the respondents demand for new branches and 04%
happy with the present number of branches but 08% of the respondent has no response about
it.

55
Chart No-11

Chart showing the demand of new SBI branches.

Demand of branches

8%

4%

yes
no
may or maybe

88%

56
FINDINGS

 It is inferred that 14% of the respondents are Private employee, 60% of the

respondents are Govt. employee, 14% of the respondents areProfessional and 12% of
the respondents are from Business concern.
 According to the ch art that the 54% of the respondents arehappy with SBI services
and 46%of the respondents are not satisfied
 The table shows that 94% of the respondents demand for more ATM’S and 06% of
the respondents are satisfied with the present numbers of ATM’S.
 It is inferred that, only 22% of the respondents are friendly with the staffs and 78% of
the respondents not so friendly.
 According to the chart that 74% of the respondents are satisfied with the single
window system and 06% of the respondent are not satisfied and also 20% had no
option about it
 It is inferred that 06% of the respondents are saying excellent loan facilities, 14% of
the respondents are saying good loan facilities,62% of the respondents are saying
average facilities given by bank and 18% of the respondents are saying bad facilities
given by bank
 According to the chart that only 16% of the respondents have given good response on
SBI investment and 36% of the respondents has not agreed on it and 48% has not
respondents
 It is inferred that 08% of the respondents has agreed with the increase the number of
safety lockers and 12% of the respondents saying no about this but 24% of respondent
saying that may or may not and 56% of the respondents has no response about this

 overall view of the customer regarding the internet services. Nearly 28% of the
respondents views that the internet facilities is satisfactory and 10% of customer has
no satisfied with it and also 62% customer having no response about it.
 According to the chart that 50% of the respondents are happy with the interest rate
but also 50% customer are not satisfied to interest rate

57
SUGGESTIONS

1. The branches should advertise more and should take part in trade fairs.
2. The branches should increase the stock.
3. SBI Should asked to all types of suggestion by the customer.
4. Should take up more marketing activities. Increase field work done by the branches.
5. Should increase the number of new accounts.
6. The branches should bring about more offers on the loan.
7. SBI should increase the number of new ATM’S in rural area.
8. Should increase the number of new branches.
9. SBI branches must have a individual window about internet banking.
10. SBI must increase the ATM services in rural area.

58
 CONCLUSION

From the above study, it can be seen that state Bank of India has a good opportunity in the
banking area. The bank should try to overcome the hurdles of internal weakness and try to
increase customer satisfaction and brand loyalty of the customers. At the present scenario the
bank has a good future and can maintain the current levels of outcome with better internal
administration.

If the suggestions given by this study are taken care by the bank, then it can see a difference
in satisfaction level.

59
 BIBLIOGRAPHY

Aswathappa,K (2002), “Human Resource Management”, 2nd Edition,.

Cleveland, J.N., Murphy, K.R. & Williams, R.E. (1989),”Multiple Uses of customer satisfaction:

Eckes, G. (1994),”Practical Alternatives to ” customer satisfaction, Quality Progress.

Jay, C., "Help to map career path", The Australian Financial Review.

Kramar, R., McGraw, P. & Schuler, R. S. (1997),” Human resource management

Aswathappa .k (2002) Human resource management”,2nd edition

Robbins.p Organizational Behaviour,1st edition

Newstrom.j Customer Behaviour

Kothari.c Research methodology 3rd edition

Monappa.A, Personnel Management 4th edition

Kothler.P,(1990)Marketing ,2nd edition

Sbi patrika by state bank of india.2010-2012.

Sbi annual report by state bank of india.2010-2012.

Websites:

• http://www.sbi.com

• http://www.sbiorigin.com

• http://www.statebankofindia.com

60
QUESTIONNAIRE

1. Name of the Respondent :

…………………………………………………………………….

2. Occupation : Private Employee

Govt. Employee
Professional
Business

3. Age : Below 20 year

21-30 year
31-40 year
Above 40 year

4. Monthly Income : Below Rs 20,000

Rs. 20,000-30,000
Rs. 30, 000-40,000
Rs. 40,000-50,000
Rs. 50,000 & above
5. Please mention number of member in your family?

61
 Below 3 member 3-5 member 5 & above

6. Are you happy with state bank of India customer services?

YES NO
7. Do you think sbi needs more ATM’S
YES NO

9. Are the banking staffs friendly?

YES NO

10.Are you satisfied with sbi single window system?

YES NO

11.How do you rate their loan facilities?

POOR GOOD EXCELLENT

12. Are the sbi investment schemes attractive?

POOR GOOD EXCELLENT

13.Do you think sbi needs to increase the number of safety lockers?

YES NO MAYBE

14.Issbi internet banking facilities helpful?

YES NO DON’T KNOW

15. Are the interest rate satisfactory?

YES NO DON’T KNOW

16. Do you think that more branches of sbi should be open?

YES NO MAYBE
62
Place: ……………… Signature…………

Date: ……………

63