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Summer Internship Project Topic-: "Customer Acquisition in Captive Locations (Hnis) "
Summer Internship Project Topic-: "Customer Acquisition in Captive Locations (Hnis) "
Introduction
Objectives
Research Methodology
Limitations
About the Company
Products of SBI
Analysis and Interpretations of the Customer’s Perception Survey
Findings
Recommendations
References
Customer Acquisition in Captive Locations
Age No.
25-40 35 Male 62
40-60 32
60 above 6 Female 38
Occupation
Salaried Person 51
Business Person 10
Professional 6
Student 19
Homemaker 11
Pensioner 3
2. How long have you been the
1. Are you a customer of customer of the Bank? No.
State Bank of India? No. <3 Years 8
3-6 Years 19
Yes 83 6-9 Years 12
9-12 Years
19
No 17
Above 12 Years
25
4. Which product(s) have you availed from the Bank? No.
3. Are you aware about the
products and services provided Deposit(s) 83
by the Bank? No. Loan(s) 42
Car Loan 12
Home Loan 17
Education Loan 3
Property Loan 1
Gold Loan 4
Not taken any Loan 41
7. Which Service(s) do you
use? 8. Are you aware of the
No. Digital Products of the Bank? No.
ATM Service 76
Internet Banking 14 Yes 47
Mobile Banking 31
Phone Banking 10 No 36
10. Which App(s) do you use? No.
9. Do you use any of the Digital
Product? 83 SBI Anywhere 19
YONO 10
Yes 33 SBI Quick 7
SBI Buddy 1
No 6
SBI Bhim 1
No Response 44 Not using any App 50
11. Do you get prompt service at the branches? 83
Always 19
Often 22
Sometimes 24
Rarely 9
Never 9
13. What kind of problem(s) do you
12. Have you faced any kind of face in the Bank? No.
problem in the Bank? No. Technical Problem 20
Excessive/Hidden Charges 14
Yes 53
Bad Customer Service 16
No 30 Delay in Delivery 29
14. How quickly are your banking problem(s) addressed by the Bank? No.- 53
Immediately 1
Within 24 Hours 12
Within 2-5 Days 23
More than A week 15
Very Satisfied 17
Satisfied 36
Less Satisfied 19
Dissatisfied 11
16. What is the reason(s) of choosing SBI? No.
Brand Image 38
Highly Secured 25
Better Products and Services 40
Customer- Friendly 15
Widely available 29
Salary Account 13
17. Would you like to switch if better products and services will be
provided by another Bank? No.
Yes 53
No 30
19. Which other Bank(s) are you associated
with? No.
Allahabad Bank 13
Canara Bank 19
Andhra Bank 11
HDFC Bank 10
ICICI Bank 2
20. Why did you choose other bank(s) over SBI? No.
Prompt Service 35
Customer- Friendly 29
Less Fees and Charges 14
Less Documentation 13
Good Communication 18
No Technical Problem 4
Better Products and Services 11
FINDINGS
Most of the customers have faced problems in the bank and
complaint about delay in delivery, bad customer service and
technical problems, which are addressed late by the bank due to
which they are switching to other banks providing better products
and services.
Most of the customers are unaware of the products and services of
the bank.
Most of the customers are switching to other banks for loans due to
its complex procedures.
Cross-selling products are less availed by customers.
PSB’s like Canara Bank, Andhra Bank and Allahabad Bank are the
major competitors of the bank in that area as they provide prompt
and customer- friendly services.
RECOMMENDATIONS
More branches should be established in neglected areas to get more helping
hands for the customers.
Awareness about the digital products should increase to decrease the hassle
of customers visiting the branch for a minor work.
Pensioners, Senior Citizens and Women should have separate counter in the
branches.
Customers should be suggested/ guided for investing the surplus money in
Mutual Funds.
Loan procedure should be made simpler for the convenience of the
customers.
A convenient help desk in every branch is required for helping the
customers in solving their problems quickly.
Proper marketing of the products and services should be done to compete
with the new generation banks.
Customer service of the bank needs to improve. Employees should be
trained to deal nicely with the customers.
REFERENCES
www.sbi.co.in
https://www.onlinesbi.com
http://bfsi.eletsonline.com/sbi-unleashing-the-digital-journey-in-banking/
https://www.ndtv.com/business/state-bank-of-india-yono-app-open-sbi-digital-
account-in-less-than-five-minutes-1784143
https://bonnevie.news/state-bank-indias-digital-transformation-taking-
digitisation-flame-digital-2-0-digital-3-0/
https://www.bloomberg.com/research/stocks/private/snapshot.asp?privcapId=8
74487
https://business.mapsofindia.com/banks-in-india/state-bank-of-india.html
https://www.ndtv.com/business/stock/state-bank-of-india_sbin/reports
http://www.referenceforbusiness.com/history2/22/State-Bank-of-India.html
https://www.sbicard.com/en/personal/credit-cards/shopping/simplysave-
advantage-card.page