SANJEEV AGARWAL GLOBAL EDUCATION (SAGE) UNIVERSITY BHOPAL

“Work Life Balance of Working Women in Service Sector"

Is submitted to the
SAGE University Bhopal, MP
In partial fulfilment of the requirements for the award of the degree of
BBA
Human Resource
. (MANAGEMENT)
By
. Chhavi Kulshrestha - 230742
Shalini Tripathi - 232438
. Sarvagya Shrivastava - 231819
Abhi Gupta - 231136

UNDER THE GUIDANCE OF

School of Management and Commerce

 SANJEEV AGARWAL GLOBAL EDUCATION (SAGE) UNIVERSITY BHOPAL

DEPARTMENT OF MANAGEMENT AND COMMERCE

CERTIFICATE

This is to certify that the work embodies in the dissertation entitled "Work life

balance of women in working sector" being submitted by Mudita Chaura

(230742), Shivani Choudary (231018), Shejal Vishwakarma (230465), for fulfilment

of the requirement for the award of “BBA (banking and finance) in management” discipline

to SAGE University , Bhopal (M.P.) during the academic year 2020-24 is a record of

bonafide piece of work , undertaken by them under the supervision of the undersigned.

Supervisor MR. Manoj Bhatia

MR. Uday Gupta HOS

School of Management and School of Management and

Commerce Commerce
 SANJEEV AGARWAL GLOBAL EDUCATION (SAGE) UNIVERSITY BHOPAL

DEPARTMENT OF MANAGEMENT AND COMMERCE

CERTIFICATION OF APPROVAL

The dissertation entitled “SBI: An In-depth examination of its history, significance and

services” being submitted by Mudita Chaurasia, Shivani Choudhary, Shejal Vishwakarma

has been examined by us and is hereby approved for the award of “BBA (banking and

finance) in management” for which it has been submitted. It is understood by this approval

the undersigned do not necessarily endorse or approved any statement made, opinion expressed

or conclusion drawn therein, but approved the dissertation only for purpose for which it has

been submitted.

(INTERNAL EXAMINER) (EXTERNAL EXAMINOR)

 SANJEEV AGARWAL GLOBAL EDUCATION (SAGE) UNIVERSITY BHOPAL

DEPARTMENT OF MANAGEMENT AND COMMERCE

DECLARATION

I hereby declare that the work, which is being presented in this dissertation entitled “SBI: An

in-depth examination of its history, significance and services” for fulfillment of the

requirements for the award of degree of “BBA (banking and finance)” submitted in the

department of management, sage university Bhopal, M.P. is an authentic record of our own

work carried under the guidance of MR. Uday Gupta. I have not submitted the matter

embodied in this report for the award of any other degree. I also declare that “A check for

Plagiarism has been carried out on this dissertation and is found within the acceptable limit and

report of which is enclosed herewith.”

MUDITA CHAURSIA
(230305)
SHIVANI CHOUDHARY
(231018)
SHEJAL VISHVAKARMA
(230468)
 SANJEEV AGARWAL GLOBAL EDUCATION (SAGE) UNIVERSITY BHOPAL

DEPARTMENT OF MANAGEMENT AND COMMERCE

ACKNOWLEGEMENT

We would like to express our heartfelt gratitude to may supervisor MR. Uday Gupta,

Department of management, Sage University Bhopal, who encouraged us all throughout the

course of the project. Their careful support and motivation were the prime factors contributing

to the timely and successful completion of this project. We owe an enormous debt of gratitude

to our thesis guide. Prof Uday Gupta, for guiding and inspiring us from the beginning through

the end of this thesis with his intellectual advices and insightful suggestions. We truly

appreciate and value his consistent feedback on our progress, which was always constructive

and encouraging, and ultimately drove us to the right decision. We also owe a great deal of

thanks to several people who have helped and motivated us throughout our thesis work as well

as throughout our postgraduate course at SAGE, Bhopal, in particular all teaching and non-

teaching staff of management department for their valuable assistances they offered us

generously during the year.

MUDITA CHAURSIA
(230305)
SHIVANI CHOUDHARY
(231018)
SHEJAL VISHVAKARMA
(230468)
 SANJEEV AGARWAL GLOBAL EDUCATION (SAGE) UNIVERSITY BHOPAL

INDEX

S.NO TABLE OF CONTENT

1. Front page

2. Certificate

3. Certification of Approval

4. Declaration

5. Acknowledgement

6. Abstract

7. Introduction

8. Review of literature

9. Research Methodology

10. Result and discussion

11. Conclusion and outcome

12. References
 SANJEEV AGARWAL GLOBAL EDUCATION (SAGE) UNIVERSITY BHOPAL

TITLE

SBI: AN IN-DEPTH EXAMINATION OF ITS HISTORY,

SIGNIFICANCE AND SERVICES

ABSTRACT –
This report provides a detailed analysis of the State Bank of India (SBI), tracing its roots to
1806 as the Bank of Calcutta during British rule. It explores SBI's organizational structure,
highlighting its vast network of branches and subsidiaries. The report also examines SBI's
functioning, emphasizing its role as a public sector bank and its efforts in digitalization and
customer service enhancement. Furthermore, it outlines the diverse range of services offered
by SBI, focusing on its commitment to financial inclusion. Overall, this report offers a concise
overview of SBI's origin, history, structure, functioning, and services, illustrating its
significance in India's banking sector.
 SANJEEV AGARWAL GLOBAL EDUCATION (SAGE) UNIVERSITY BHOPAL

INTRODUCTION –

The State Bank of India (SBI) holds the distinction of being one of India's oldest and largest
banks, tracing its roots back to 1806 as the Bank of Calcutta. Through mergers with other banks
over time, it has evolved into its current form. While SBI's main office is located in Mumbai,
it boasts branches across India and even in other countries. As a public bank, it is government-
owned and plays a significant role in facilitating financial services for individuals and
businesses. SBI offers a wide array of banking services, ranging from savings accounts to loans,
and is recognized for its innovative use of technology to streamline banking processes. This
report aims to delve into SBI's history, operational framework, and service offerings,
underscoring its pivotal role in India's banking landscape.

The State Bank of India (SBI) holds a crucial position in India's economy. With 22,000
branches and 58,000 ATMs, it provides banking accessibility to millions. In the fiscal year
2022-2023, SBI extended loans amounting to over Rs. 18 trillion, bolstering sectors such as
agriculture and small businesses. Its low bad loan rate of 2.34% demonstrates its financial
stability. Handling a quarter of government transactions, SBI plays a significant role in
financial management. Internationally, it operates in 30 countries, facilitating global trade.
SBI's decisions profoundly influence India's banking sector and economy, establishing it as a
key player in the country's economic growth.

OBJECTIVE OF THE STUDY –

1. Examination of the origin and history of SBI.

2. Detailed analysis of the services provided by SBI.

3. Understanding the structure and functioning of the SBI.

4. Analysing the services provided by SBI mobile banking.

 SANJEEV AGARWAL GLOBAL EDUCATION (SAGE) UNIVERSITY BHOPAL

REVIEW OF LITERATURE –

 Sunith C K (2019) conducted an empirical study of customer satisfaction in E-Banking

Services. This study stated that electronic banking incorporates systems that enable
individual customers to access their accounts, transact with speed, and obtain current
and updated information on the latest financial products and services through public or
private networks.
 Singh B A and Tandon P (2012) affirmed that the banking sector plays an important
role in the economic development of a country. The banking system of India is
characterized by a large network of bank branches, serving many kinds of financial
services to the people. This research topic, "A Study on Customer Services Provided
by State Bank of India," differs from those that have already been studied. This research
topic offers a detailed analysis of the customer services provided by the State Bank of
India.

RESEARCH METHODOLGY –

This report on the State Bank of India (SBI) will primarily rely on secondary research
methods, including:

1. Literature Review: Reviewing academic journals, books, articles, and credible online
sources to gather background information on SBI's history, structure, functioning, and services.

2. Data Collection: Collecting data from official reports, annual statements, regulatory filings,
and reputable financial databases to analyze SBI's financial performance, market position, and
customer base.

3. Online Sources: Utilizing information from SBI's official website, press releases, and news
articles to understand recent developments and strategic directions.
 SANJEEV AGARWAL GLOBAL EDUCATION (SAGE) UNIVERSITY BHOPAL

RESULT AND DISCUSSION –

STATE BANK OF INDIA (SBI) –

The State Bank of India (SBI) stands as a notable Indian multinational public sector bank and
financial services statutory body with its headquarters situated in Mumbai, Maharashtra.
Renowned on the global stage, SBI holds the distinction of being the 45th largest bank in the
world based on total assets. In 2020, it secured the 221st position in the prestigious Fortune
Global 500 list, marking it as the sole Indian bank to achieve this recognition. As a public sector
entity, SBI dominates the Indian banking sector, boasting a commanding 23% market share by
assets and a significant 25% share of the total loan and deposits market. Furthermore, SBI
stands out as a major employer in India, ranking as the tenth largest employer with a workforce
of nearly 250,000 employees. Its noteworthy presence in global financial rankings is further
highlighted by its seat in the Forbes Global 2000 list, where it secured the impressive 77th
position in 2023.

HISTORY OF SBI –

The history of the State Bank of India (SBI) is a testament to its evolution from humble
beginnings to its current stature as a banking giant.

1. Early Origins: The roots of SBI trace back to the early 19th century during the British
colonial era. It began as the Bank of Calcutta in 1806, later rechristened as the Bank of Bengal.
Subsequently, in 1840, it merged with the Bank of Bombay and the Bank of Madras to form
the Imperial Bank of India.

2. Imperial Bank of India: The Imperial Bank of India served as a principal financial
institution, managing the financial affairs of the British government in India. It played a pivotal
role in facilitating trade and commerce during this period.

3. Nationalization and Transformation: In 1955, the Imperial Bank of India underwent a

significant transformation with its nationalization, leading to the birth of the State Bank of
India. This move marked a turning point in India's banking history, as SBI emerged as the
flagship institution of the Indian banking sector.

4. Expansion and Growth: Following its establishment, SBI embarked on a journey of

expansion and growth, establishing a vast network of branches across India and overseas.
 SANJEEV AGARWAL GLOBAL EDUCATION (SAGE) UNIVERSITY BHOPAL

Through mergers with several other banks, SBI further solidified its position as the largest
commercial bank in India.

5. Modernization and Innovation: In the subsequent decades, SBI focused on modernization

and innovation, embracing technological advancements to enhance its services and improve
efficiency. It introduced online banking, mobile banking, and other digital platforms to cater
to the evolving needs of its customers.

6. Global Recognition: Over the years, SBI has garnered global recognition for its financial
prowess and operational excellence. It consistently ranks among the top banks globally in terms
of assets and market capitalization, cementing its status as a banking powerhouse.

OBJECTIVES OF SBI -

1. Prioritize customer satisfaction through innovative and customer-centric banking products

and services.

2. Maintain financial stability and achieve sustainable growth by managing assets and liabilities
prudently.

3. Full-fill corporate social responsibility through initiatives in education, healthcare,

environmental sustainability, and community development.

4. Embrace innovation and technology to enhance operational efficiency and service delivery.

5. Uphold high standards of corporate governance, compliance, transparency, and integrity.

6. Promote financial inclusion by providing banking services to underserved communities.

SIGNIFICANCE OF SBI –

The significance of the State Bank of India (SBI) lies in its pivotal role in India's banking
sector and broader economy. Here are some key points highlighting its significance:

1. Largest Public Sector Bank: SBI is the largest public sector bank in India, with a vast
network of branches and ATMs across the country. Its extensive reach ensures financial
inclusion and accessibility to banking services for millions of people, including those in remote
and rural areas.
 SANJEEV AGARWAL GLOBAL EDUCATION (SAGE) UNIVERSITY BHOPAL

2. Systemic Importance: As a major player in India's banking landscape, SBI holds systemic
importance, contributing to the stability and functioning of the financial system. Its sound
financial health and robust infrastructure help maintain confidence in the banking sector.

3. Government Ownership: Being a government-owned bank, SBI plays a crucial role in

implementing government policies and initiatives aimed at promoting economic growth,
financial inclusion, and social welfare. It serves as a key instrument for channeling credit to
priority sectors such as agriculture, small-scale industries, and micro-enterprises.

4. Support for Economic Development: SBI's lending activities play a significant role in
fueling economic development by providing credit to various sectors, including infrastructure,
manufacturing, trade, and services. Its loans contribute to job creation, entrepreneurship, and
overall economic growth.

5. International Presence: SBI's presence extends beyond India, with operations in multiple
countries across the globe. Its international banking services facilitate trade, investment, and
remittances, supporting India's integration into the global economy and fostering bilateral
relations with other nations.

6. Financial Inclusion: SBI has been at the forefront of initiatives aimed at promoting financial
inclusion by providing banking services to underserved and marginalized segments of society.
Through schemes like Jan Dhan Yojana and PMJDY, SBI has helped millions of people open
bank accounts and access formal financial services for the first time.

7. Employment Generation: SBI is one of the largest employers in the country, providing
livelihoods to a vast workforce of employees across its branches and offices. Its employment
opportunities contribute to socio-economic development and prosperity.

8. Brand Recognition and Trust: SBI enjoys widespread brand recognition and trust among
customers due to its long-standing presence, reliability, and commitment to serving the public
interest. Its reputation as a trusted financial institution enhances confidence in the banking
system as a whole.
 SANJEEV AGARWAL GLOBAL EDUCATION (SAGE) UNIVERSITY BHOPAL

STRUCTURE OF SBI –

The structure of the State Bank of India (SBI) can be outlined as follows:

1. Board of Directors: At the apex of the organizational hierarchy is the Board of Directors.
Comprising executive and non-executive members, the board is responsible for setting strategic
objectives, overseeing operations, and ensuring compliance with regulatory standards.

2. Chairman: The Chairman leads the Board of Directors and provides strategic direction to
the bank. The Chairman's role also involves representing SBI in various forums and
engagements.

3. Managing Director & CEO: The Managing Director (MD) & Chief Executive Officer
(CEO) is responsible for the overall management and administration of the bank. The MD &
CEO oversees the implementation of strategic plans, business operations, and performance
evaluation.

4. Central Management Committee (CMC): The Central Management Committee is

composed of senior executives and heads of key departments within SBI. It assists the MD &
CEO in decision-making and policy formulation.

5. Regional Heads: SBI's operations are organized into regions, each headed by a Regional
Head. Regional Heads are responsible for coordinating branch activities, implementing
strategies, and achieving business targets within their respective regions.

6. Branch Managers: Branch Managers oversee the day-to-day operations of SBI branches.
They manage branch staff, customer service, sales activities, and branch profitability.

7. Functional Departments: SBI has various functional departments responsible for specific
areas of operation, such as retail banking, corporate banking, treasury, risk management,
compliance, human resources, technology, and marketing.

8. Support Staff: Apart from frontline banking personnel, SBI employs support staff in areas
such as administration, finance, legal, and customer service to ensure smooth functioning
across all departments.

9. Subsidiaries and Associates: SBI has several subsidiaries and associate companies
operating in diverse sectors, including insurance, asset management, credit cards, and
investment banking. These entities operate semi-autonomously under the umbrella of SBI
Group.
 SANJEEV AGARWAL GLOBAL EDUCATION (SAGE) UNIVERSITY BHOPAL

SERVICES PROVIDED BY SBI –

1. Savings Accounts: SBI offers various types of savings accounts tailored to meet the diverse
needs of its customers, including regular savings accounts, salary accounts, and specialized
accounts for specific demographics like youth and senior citizens.

2. Current Accounts: SBI provides current accounts for businesses, professionals, and
organizations to manage their day-to-day banking transactions efficiently.

3. Loans: SBI offers a comprehensive range of loan products, including home loans, personal
loans, car loans, education loans, and loans against property, catering to the various financial
needs of individuals and businesses.

4. Investment Products: SBI provides investment opportunities such as fixed deposits,

recurring deposits, mutual funds, insurance products, and retirement planning schemes to help
customers grow their wealth and achieve their financial goals.

5. Digital Banking: SBI has embraced digital banking technology, offering services such as
internet banking, mobile banking, and SMS banking, enabling customers to access their
accounts, make transactions, pay bills, and manage their finances conveniently from anywhere,
anytime.

6. Credit Cards: SBI issues a range of credit cards with various features and benefits,
including cashback, rewards, travel perks, and discounts on shopping and dining, catering to
different lifestyles and spending habits of its customers.

7. International Banking: SBI provides a range of international banking services, including

foreign currency exchange, remittance services, NRI banking, and international trade
financing, facilitating global transactions and cross-border business activities.

8. Government Schemes: SBI participates in various government-backed financial inclusion

schemes and initiatives aimed at providing banking services to underserved and marginalized
communities, such as Jan Dhan Yojana, Pradhan Mantri Mudra Yojana, and Stand-Up India.

9. Wealth Management: SBI offers wealth management services to high-net-worth

individuals (HNIs) and affluent customers, including portfolio management, investment
advisory, estate planning, and wealth preservation solutions.
 SANJEEV AGARWAL GLOBAL EDUCATION (SAGE) UNIVERSITY BHOPAL

SBI BANKING APP YONO –

YONO, short for "You Only Need One," is a revolutionary digital banking platform introduced
by the State Bank of India (SBI). It aims to provide a comprehensive range of banking and
financial services to customers through a single unified platform.

1. Features and Services:

- YONO offers a wide array of banking services, including account management, fund
transfers, bill payments, loan applications, investment options, and insurance products.

- Users can open new savings accounts, apply for loans, purchase insurance policies, and
invest in mutual funds and other financial products directly through the app.

- YONO also provides features like mobile and DTH recharge, online shopping, booking
train tickets, and accessing exclusive deals and offers from partner merchants.

2. Digital Convenience:

- YONO provides a seamless and user-friendly interface, allowing customers to perform

banking transactions conveniently from their mobile devices anytime, anywhere.

- With YONO, users can access their account balances, view transaction history, and manage
their finances on-the-go, eliminating the need to visit physical bank branches.

3. Personalization and Customization:

- YONO offers personalized recommendations and financial insights based on the user's
transaction history and preferences.

- Users can customize their dashboard, set financial goals, and receive alerts and notifications
for important banking activities and reminders.

4. Security and Privacy:

- YONO prioritizes the security and privacy of user data and transactions. It employs robust
security measures such as multi-factor authentication, encryption, and biometric authentication
(fingerprint or facial recognition) to safeguard user information.

- Users can set transaction limits, enable/disable card usage, and report suspicious activities
directly through the app for enhanced security.
 SANJEEV AGARWAL GLOBAL EDUCATION (SAGE) UNIVERSITY BHOPAL

5. Integration and Partnerships:

- YONO integrates seamlessly with other digital platforms and services, allowing users to
access a wide range of third-party services and utilities within the app.

- SBI has collaborated with various merchants and service providers to offer exclusive
discounts, cashback offers, and rewards to YONO users for transactions made through the app.

6. Continuous Improvement and Updates:

- SBI regularly updates the YONO app with new features, enhancements, and bug fixes to
provide an optimal user experience and address evolving customer needs and preferences.

CONCLUSION –

In conclusion, the State Bank of India (SBI) stands as a cornerstone of India's banking sector,
embodying a rich legacy of service, innovation, and commitment to customer satisfaction.
Through its extensive branch network, diverse range of financial products and services, and
embrace of digital technology, SBI has emerged as a leading force in driving financial
inclusion, economic growth, and social development across the nation. From its humble
beginnings in the early 19th century to its current stature as a global banking powerhouse, SBI's
journey is a testament to resilience, adaptability, and unwavering dedication to serving the
needs of its customers and the broader community. As SBI continues to evolve and innovate
in response to changing market dynamics and customer expectations, its role as a trusted
partner in the financial well-being of millions remains unwavering. With a strong foundation
built on principles of integrity, transparency, and excellence, SBI is poised to shape the future
of banking in India and beyond, driving progress and prosperity for generations to come.
SANJEEV AGARWAL GLOBAL EDUCATION (SAGE) UNIVERSITY BHOPAL