A RESEARCH REPORT ON INDIAN BANKING SECTOR

SUBMITTED IN PARTIAL FULFILLMENT OF THE AWARD OF THE DEGREE OF MASTER OF BUSINESS ADMINISTRATION OF SURESH GYAN VIHAR UNIVERSITY, JAIPUR

SUBMITTED TO: MRS. PARUL BHARGAV MAM

SUBMITTED BY: CHANDRA MOHAN KUSHWHA (MBA-IV SEM)

ACKNOWLEDGEMENT

I take this opportunity to express my gratitude to all the people who are instrumental in the successful completion of this project. I would like to express my sincere gratitude to my project guide Mrs. Parul Bhargav Arora mam for her continues support and guidance towards making this project successful.

PREFACE

The project on Indian banking sector is an attempt to study an overall banking structure of India. This report brings you a sample of key details from the banking sector and some macro economic variables that are related to it. This report primarily focused on the detail study of the Indian banking sector with understanding the credit card facility provided by the state bank of India (SBI) A study has been done to find out the features and benefits of the SBI credit card that has been offered to its customers. I learnt a lot from this project and it would help me a lot in making my career.

INDEX

CHAPTER 1. 2. 3. Objective Research methodology Introduction of banking sector in india i. History ii. Structure of banking sector iii. Service provided by banks iv. Types of bank

PG NO. 5 6 7 8-10 11-15 16-18 19-22

4.

Introduction of SBI i. Sbi card ii. Signature card iii. Platinum card iv. Gold card Conclusion Bibliography

23-25 26-27 28-34 35-40 41-43 44 45

5. 6.

OBJECTIVES OF THE STUDY

To understand the importance of banking sector. To study the Indian bank scenario and its problem To study the role of bank in Indian Market. To study different types of services provided by the banks. To study the features and benefits of credit card provided by state bank of india.

RESEARCH METHODOLOGY

Research design:- descriptive research Data collected:- secondary Data collected through o voucher o pamplets o Internet

INTRODUCTION OF BANKING SECTOR IN INDIA

Banking in India originated in the first decade of 18th century with The General Bank of India coming into existence in 1786. This was followed by Bank of Hindustan. Both these banks are now defunct. The oldest bank in existence in India is The State Bank of India being established as "The Bank of Bengal" in Calcutta in June 1 8 0 6 . A couple of decades later, foreign banks like Credit Lyonnais started their Calcutta operations in the 1850s. At that point of time, Calcutta was the most active trading port, mainly due to the trade of the British Empire, and due to which banking activity took roots there and prospered. The first fully Indian owned bank was the Allahabad Bank , which was established in 1865.By the 1900s, the market expanded with the establishment of banks such as Punjab National Bank, in 1895 in Lahore and Bank of India, i n 1 9 0 6 , i n Mumbai both of which were founded under private ownership. The Reserve Bank of India formally took on the responsibility of regulating the Indian banking sector from 1935.After India's independence in 1947, the Reserve Bank was nationalized and given broader powers.

History of Banking in India The first bank in India, though conservative, was established in 1786. From 1786 till today, the journey of Indian Banking System can be segregated into three distinct phases:

Early phase of Indian banks, from 1786 to 1969 Nationalization of banks and the banking sector reforms, from 1969 to 1991 New phase of Indian banking system, with the reforms after 1991

Phase1 The first bank in India, the General Bank of India, was set up in 1786. Bank of Hindustan and Bengal Bank followed. The East India Company established Bank of Bengal (1809), Bank of Bombay (1840), and Bank of Madras (1843) as independent units and called them Presidency banks. These three banks were amalgamated in 1920 and the Imperial Bank of India, a bank of private shareholders, mostly Europeans, was established. Allahabad Bank was established, exclusively by Indians, in 1865. Punjab National Bank was set up in 1894 with headquarters in Lahore. Between 1906 and 1913, Bank of India, Central Bank of India, Bank of Baroda, Canara Bank, Indian Bank, and Bank of Mysore were set up. The Reserve Bank of India came in 1935. During the first phase, the growth was very slow and banks also experienced periodic failures between 1913 and 1948. There were approximately 1,100 banks, mostly small. To streamline the functioning and activities of commercial banks, the Government of India came up with the Banking Companies Act, 1949, which was later changed to the Banking Regulation Act, 1949 as per amending Act of 1965 (Act No. 23 of 1965).
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The Reserve Bank of India (RBI) was vested with extensive powers for the supervision of banking in India as the Central banking authority. During those days, the general public had lesser confidence in banks. As an aftermath, deposit mobilization was slow. Moreover, the savings bank facility provided by the Postal department was comparatively safer, and funds were largely given to traders. Phase2 The government took major initiatives in banking sector reforms after Independence. In 1955, it nationalized the Imperial Bank of India and started offering extensive banking facilities, especially in rural and semi-urban areas. The government constituted the State Bank of India to act as the principal agent of the RBI and to handle banking transactions of the Union government and state governments all over the country. Seven banks owned by the Princely states were nationalized in 1959 and they became subsidiaries of the State Bank of India. In 1969, 14 commercial banks in the country were nationalized. In the second phase of banking sector reforms, seven more banks were nationalized in 1980. With this, 80 percent of the banking sector in India came under the government ownership.

Phase3 This phase has introduced many more products and facilities in the banking sector as part of the reforms process. In 1991, under the chairmanship of Mr. Narasimham, a committee was set up, which worked for the liberalization of banking practices. Now, the country is flooded with foreign banks and their ATM stations. Efforts are being put to give a satisfactory service to customers. Phone banking and net banking are introduced. The entire system became more convenient and swift. Time is given importance in all money transactions. The financial system of India has shown a great deal of resilience. It is sheltered from crises triggered by external macroeconomic shocks, which other East Asian countries often suffered. This is all due to a flexible exchange rate regime, the high foreign exchange reserve, the not-yet fully convertible capital account, and the limited foreign exchange exposure of bank.

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BANKING STRUCTURE IN INDIA

The commercial banking structure in India consists of scheduled commercial banks and unscheduled banks. Scheduled banks constitute those banks that are included in the Second Schedule of Reserve Bank of India (RBI) Act, 1934. As on June 30, 1999, there were 300 scheduled banks in India having a total network of 64,918 branches. The scheduled commercial banks in India comprise State Bank of India and its associates (8), nationalized banks (19), foreign banks (45), private sector banks (32), co-operative banks, and regional rural banks. Before the nationalization of Indian banks, the State Bank of India (SBI) was the only nationalized bank, which was nationalized on July 1, 1955, under the SBI Act of 1955. The nationalization of seven State Bank subsidiaries took place in 1959. After the nationalization of banks in India, the branches of the public sector banks rose to approximately 800 percent in deposits and advances took a huge jump by 11,000 percent. Nationalization Process

1955: Nationalization of State Bank of India 1959: Nationalization of SBI subsidiaries 1969: Nationalization of 14 major banks 1980: Nationalization of seven banks with deposits over Rs 200 crore

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RESERVE BANK OF INDIA (RBI) The central bank of the country is the Reserve Bank of India (RBI). It was established in April 1935 with a share capital of Rs 5 crore on the basis of the recommendations of the Hilton Young Commission. The share capital was divided into fully paid shares of Rs 100 each, which was entirely owned by private shareholders in the beginning. The government held shares of nominal value of Rs 220,000. The RBI commenced operation on April 1, 1935, under the Reserve Bank of India Act, 1934. The Act (II of 1934) provides the statutory basis of the functioning of the Bank. The Bank was constituted to meet the following requirements:

Regulate the issue of currency notes Maintain reserves with a view to securing monetary stability Operate the credit and currency system of the country to its advantage

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FUNCTIONS OF RBI The Reserve Bank of India Act of 1934 entrusts all the important functions of a central bank with the Reserve Bank of India. Bank of Issue: Under Section 22 of the Act, the Bank has the sole right to issue currency notes of all denominations. The distribution of one-rupee notes and coins and small coins all over the country is undertaken by the Reserve Bank as an agent of the government. Banker to the Government: The second important function of the RBI is to act as the governments banker, agent, and adviser. Bankers' Bank and Lender of the Last Resort: The RBI acts as the bankers' bank. Since commercial banks can always expect the RBI to come to their help in times of banking crisis, the RBI becomes not only the banker's bank but also the lender of the last resort. Controller of Credit: The RBI is the controller of credit, i.e., it has the power to influence the volume of credit created by banks in India. It can do so through changing the Bank rate or through open market operations. Custodian of Foreign Reserves: The RBI has the responsibility to maintain the official rate of exchange. Besides maintaining the rate of exchange of the rupee, the RBI has to act as the custodian of India's reserve of international currencies.

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Definition of the Bank :Banks are financial institution whose primary activity is to act as a payment agent for customers and to borrow and lend money. Banks are important players of the market and offer services as loans and funds. A bank is a financial institution and a financial intermediary that accepts deposits and channels those deposits into lending activities, either directly by loaning or indirectly through capital markets. A bank is the connection between customers that have capital deficits and customers with capital surpluses. Banks borrow money by accepting funds deposited on current accounts, by accepting term deposits, and by issuing debt securities such as banknotes and bonds. Banks lend money by making advances to customers on current accounts, by making installment loans, and by investing in marketable debt securities and other forms of money lending.

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Channels Banks offer many different channels to access their banking and other services:

Automated Teller Machines A branch Call center Mobile banking Online banking Relationship Managers Telephone banking Video banking

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SERVICES PROVIDED BY BANKS

service provided by banks

fund/fee based services

non fund based services

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A. FEE BASED SERVICES Working Capital Finance Working Capital facilities are provided to finance the day-to-day business requirements. Funding requirements are structured to finance procurement of raw materials/stores and payment towards manufacturing costs and other overheads. Sales are financed against sundry debtors/ receivables. Cash Credit This facility is given by the banker to the customer by way of a certain amount of credit facility. Its limit is fixed on the basis of security of the company`s current assets. Overdraft Banks allow selected customers to write cheque in excess of the balance in their current account, i . e . t o overdraw. Bills Discounting This is the most important form in w h i c h a b a n k l e n d s without any collateral security.

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 Short Term Finance The Bank offers short-term loans for a period ranging from 3 months to 12 months to sound corporate for meeting their specific short-term working capital requirements. Export Finance Export finance is providing to the exporter

NON FUND BASED SERVICES Letter of credit: it facilitates purchase of goods in trading operations, both domestic and international. Bank guarantee: it is a guarantee issued by a banker that, in case of an occurrence or non-occurrence of a particular event, the bank guarantees to make good the loss of money as stipulated in the contract.

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TYPES OF BANKS

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 Scheduled Bank All banks which are included in the Second Schedule to the Reserve Bank of India Act, 1934 are scheduled banks. These banks comprise Scheduled Commercial Banks and Scheduled Cooperative Banks. The type of banks comes under these Scheduled Commercial Banks and Scheduled Cooperative Banks can be seen in the above figure. All most all banks are Scheduled banks in India. Commercial Banks Commercial banks may be defined as, any banking organization that deals with the deposits and loans of business organizations. Commercial banks issue bank checks and drafts, as well as accept money on term deposits. Commercial banks also act as moneylenders, by way of installment loans and overdrafts. Commercial banks also allow for a variety of deposit accounts, such as checking, savings, and time deposit. These institutions are run to make a profit and owned by a group of individuals. It includes

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 Public Sector Banks These are banks where majority stake is held by the Government of India. Examples of public sector banks are: SBI, Bank of India, Canara Bank, etc. Private Sector Banks These are banks majority of share capital of the bank is held by private individuals. These banks are registered as companies with limited liability. Examples of private sector banks are: ICICI Bank, Axis bank, HDFC, etc. Foreign Banks These banks are registered and have their headquarters in a foreign country but operate their branches in our country. Examples of foreign banks in India are: HSBC, Citibank, Standard Chartered Bank, etc.

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 Regional Rural Banks Regional Rural Banks were established under the provisions of an Ordinance promulgated on the 26th September 1975 and the RRB Act, 1976 with an objective to ensure sufficient institutional credit for agriculture and other rural sectors. Cooperative Banks A co-operative bank is a financial entity which belongs to its members, who are at the same time the owners and the customers of their bank. Co-operative banks are often created by persons belonging to the same local or professional community or sharing a common interest. Co-operative banks generally provide their members with a wide range of banking and financial services (loans, deposits, banking accounts, etc). They provide limited banking products and are specialists in agriculture-related products. Cooperative banks are the primary financiers of agricultural activities, some small-scale industries and self-employed workers. Co-operative banks function on the basis of "no-profit noloss". Anyonya Co-operative Bank Limited (ACBL) is the first cooperative bank in India located in the city of Vadodara in Gujarat.

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STATE BANK OF INDIA

INTRODUCTION SBI is the largest bank in India. It is also, measured by the number of branch offices and employees, the largest bank in the world. Established in 1806 a s B a n k o f Bengal, it remains the oldest commercial bank in the Indian Subcontinent and also the most successful one providing various domestic, international and NRI products and services, through hits vast network in India and overseas. With an asset base of $126 billion and its reach, it is a regional banking behemoth. The bank was nationalized in 1955 with the Reserve Bank of India h a v i n g a 6 0 % s t a k e . I t h a s laid emphasis on reducing the huge manpower t h r o u g h G o l d e n handshake schemes and computerizing its operations .State Bank of India has often acted as guarantor to the Indian Government, most notably during Chandra Shekhar 's t e n u r e a s Prime Minister of India. W i t h m o r e t h a n 9 4 0 0 b r a n c h e s a n d a further 4000+ associate bank branches, the SBI has extensive coverage. State Bank of India has electronically networked most of its metropolitan, urban and semi-urban branches under Core Banking System (CBS). The bank has the largest ATM network in the country having more than5600 in number.

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The State Bank of India has had steady growth over its history, though It was marred by the Harshad Mehta scam in 1992.Following its arch-rival ICICI Bank , the bank has started Core banking process by which more than 4400+ branched have been completed so far. In recent years, the bank has sought to expand its overseas operations by buying foreign banks. It is the only Indian bank to feature in the top 100 world banks in the Fortune Global 500 r a t i n g a n d v a r i o u s o t h e r r a n k i n g s . A c c o r d i n g t o t h e Forbes 2000 l i s t i n g i t t o p s a l l I n d i a n companies.

CURRENT BOARD OF DIRECTORS As on 14 January 2013, there are fifteen members in the SBI board of directors:

Pratip Chaudhuri (Chairman) Hemant G. Contractor (Managing Director) Diwakar Gupta (Managing Director) A. Krishna Kumar (Managing Director) S. Visvanathan (Managing Director) S. Venkatachalam (Director) D. Sundaram (Director) Parthasarathy Iyengar (Director) Thomas Mathew (Director) S.K. Mukherjee (Officer Employee Director) Rajiv Kumar (Director) Jyoti Bhushan Mohapatra (Workmen Employee Director) Deepak Amin (Director) Harichandra Bahadur Singh (Director) D. K. Mittal (Director
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Group companies
SBI Capital Markets Ltd SBI Mutual Fund SBI Factors and Commercial Services Ltd SBI DFHI Ltd SBI Cards and Payment Services Pvt. Ltd SBI Life Insurance Co. ltd

Associate banks SBI has five associate banks; all use the State Bank of India logo, which is a blue circle, and all 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

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SBI CREDIT CARDS

SBI card offers various credit cards according to customer suite Sbi credit card features Simply accepted Accepted in over 24 million outlets worldwide and 3 million outlets in india . Simply manage It allows you to manage your card online Instant card account summary Analyze card spends through the spends analyzer Hotlist stolen/lost cards Request for duplicate card statement Simply slice Sbi card gives the freedom to convert big purchase into simple easy to pay EMIs with flexi pay. Simply pay bills Simplify life with easy bill pay and pay insurance, electricity and mobile bills on time.

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AVAILABLE SBI CREDIT CARD PRODUCTS

Sbi signature card Sbi platinum card Sbi gold card

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SBI SIGNATURE CARD

FEATURES Cash Access Across the World With SBI Card we have instant access at 1 million Visa ATMs worldwide including over 18,000 Visa ATMs in India and more than 10,000 State Bank ATMs spread across more than 100 cities in India.

E-statements No postal delays or lost statements. Get monthly statement directly in e-mail inbox. This gives global access 24 by 7.

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 Balance Transfer at Low Interest Rates Transfer the balances from other Bank Credit Card to SBI Card at low interest rate to avail this facility, the amount transferred should be a minimum of Rs. 5,000 or upto a maximum of 75% of available credit limit on the SBI Card, whichever is higher. Processing Fee would be charged as applicable. SBI Card Online now we can manage sbi card a/c online and can paid all the bills online and check monthly statement online.

Fuel Freedom No Surcharge in any city on any pump on purchase of fuel for amounts between Rs. 500/- and Rs. 4,000/- each time.

Easy Bill Pay Facility A FREE service that ensures utility bills (electricity, mobile, insurance and telephone) are paid on time. Flexipay On purchase of anything repayments in easy monthly installments.

Easy Money Facility This service is useful for payments of various bills, taxes, fees and a lot else.

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 Online Railway Tickets Booking Now booking your railway tickets online and getting them delivered at doorstep.

Global Card Honored in 2 million Visa outlets worldwide and 2, 85,000 Visa outlets in India.

Add On Cards Now can share the power of your SBI Card with your family, by applying for add-on cards for your spouse, children, siblings over 18 years and parents.

Emergency Card Replacement Platinum Card replaced anywhere in the world

SMS Alerts we can get credit card status, mini statements, payment confirmations, credit and cash limit updates on sms.

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SIGNATURE CARD BENEFITS Signature Rewards - By using Signature 2 Reward Points For Every Rs 100 Spent - 5x Reward Points On Dining, Departmental stores, Grocery & International Spends - Freedom From Paying 2.5% Fuel Surcharge Across All Petrol Pumps Signature Entertainment By Swiping Signature 2 complimentary movie tickets on Boo k My Show every month. The Ticket Voucher Value is Rs. 250/Ticket. Show Timings only till 4 PM on any day. Tickets to be booked minimum 2 days in advance. Annual Spends Rs. 2 Lakh Rs. 3 Lakh Rs. 4 Lakh Rs. 5 Lakh Bonus Reward Point 10,000 10,000 10,000 20,000

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Signature Lounges International Airport Luxury Lounge Access To Over 600 airport lounges in over 300 cities worldwide at a nominal fee through the complimentary Priority Pass.

Signature Book of Rewards Redeem your Signature Reward Points across categories:

Travel Indigo Kingfisher

Holidays Taj Make My Tri p

Lifestyle

Gadgets

Louis Philipp Fossil/Armani e/Lifestyle Shoppers Sto Sony p/Raymond's

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Signature Offers Discounted stay upto 75% off at more than 55, 000 Hotels & Villas across the world. Best credit card offers across 900 Luxury Hotels worldwide. Savings of upto 10% on Hertz Car Rental Program Travel accident Insurance cover of $ 500,000. 30% discounted green fees at 300 golf clubs worldwide. 24X7 Concierge service across the world

Fraud Liabilty Cover Credit Card Fraud cover of Rs 1, 00,000* with loss cover period of: 48 hours prior to reporting of loss. 7 days post reporting of loss.

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FEE & CHARGES Fees Joining Fee (One time) Annual Fee (p.a.) + Add-on Fee (p.a.) Extended Credit Interest Free Credit Period 20-50 days (applicable only on retail purchases and if previous months outstanding balance is paid in full) Upto 3.35% p.m. (40.2% p.a.) from the transaction date 5% of Total Outstanding (Min Rs. 200) + Govt. Service Tax Rs. 4,999 Rs. 4,999 Nil(only one card)

Finance charges Minimum Amount Due

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SBI PLATINUM CARD

Platinum card features Cash Access Across the World With SBI Card we have instant access at 1 million Visa ATMs worldwide including over 18,000 Visa ATMs in India and more than 10,000 State Bank ATMs spread across more than 100 cities in India. E-statements No postal delays or lost statements. Get monthly statement directly in e-mail inbox. This gives global access 24 by 7. SMS Alerts we can get credit card status, mini statements, payment confirmations, credit and cash limit updates on sms. SBI Card Online now we can manage sbi card a/c online and can paid all the bills online and check monthly statement online. Fuel Freedom No Surcharge in any city on any pump on purchase of fuel for amounts between Rs. 500/- and Rs. 4,000/- each time.
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 Easy Bill Pay Facility A FREE service that ensures utility bills (electricity, mobile, insurance and telephone) are paid on time. Flexipay On purchase of anything repayments in easy monthly installments. Online Railway Tickets Booking Now booking your railway tickets online and getting them delivered at doorstep. Global Card Honored in 2 million Visa outlets worldwide and 2, 85,000 Visa outlets in India. Add On Cards Now can share the power of your SBI Card with your family, by applying for add-on cards for your spouse, children, siblings over 18 years and parents.

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Sbi platinum card benefits

True Lifestyle: 5X Cash Points on Dining, Departmental Store and International Spends. 10 Cash Points for every Rs.100 spent on Dining, Departmental Store & International Spends. Access to over 200 Golf Courses across the world

True Lounge Access: Priority Pass Program: Complimentary membership to the Elite Priority Pass program. Get access to over 600 Super Luxury Airport Lounges across 300 cities worldwide. - Visa Airport Lounge Access Program get access to Airport Lounges in India & Abroad under the Visa Airport Lounge Access Program.

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True Value: Get rewarded at every stage of your relationship with your SBI Platinum Credit Card. Welcome Gift: Choice of Base Fare Free Domestic Return Air Ticket Or apparel voucher worth upto Rs.3,000. Spend Rewards 1: Spend Rs.4 Lakhs in a year and earn a Full Fare Free One Way Domestic Air Ticket or Apparel Vouchers worth Rs.3,000. Spend Rewards 2: Spend Rs.5 Lakhs in a year and earn a Full Fare Free One Way Domestic Air Ticket or Apparel Vouchers worth Rs.3,000. Anniversary Gift: Choice of Base Fare Free Domestic Return Air Ticket Or apparel voucher worth upto Rs.3,000 on Renewal (annual spends>Rs.2 Lakh).

Car Rental and Limousine Referral and Reservation Assistance To take care of transportation needs.

Hotel Referral and Reservation Assistance Take care of your hospitality requirements, by referring or reserving hotel rooms anywhere in India.

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 True Lifestyle: 5X Cash Points on Dining, Departmental Store and International Spends

Movie Tickets While in Delhi, Mumbai, Bangalore & Chennai simply call for the contact details of the best theatres to watch the latest movies.

Add On Cards Share the power of SBI Card with family, by applying for add on cards for spouse, children, siblings over 18 years and parents.

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SBI PLATINUM CARD FEES & CHARGES

Joining Fee (One time) Annual Fee (p.a.) Add-on Fee (p.a.)

Rs. 2,999 Rs. 2,999 Nil

Extended Credit Interest Free Credit Period 20-50 days (applicable only on retail purchases and if previous months outstanding balance is paid in full) Upto 3.35% p.m. (40.2% p.a.) from the transaction date 5% of Total Outstanding (Min Rs. 200) + Govt. Service Tax

Finance charges Minimum Amount Due

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SBI GOLD CARD

features Worldwide Acceptance SBI Gold Credit Card can be used in over 24 million outlets across the globe, including 3, 25,000 outlets in India. Credit Facility SBI Gold Credit Card now offers great flexibility of payment. Now can pay any amount from the minimum amount due to the total outstanding amount due as shown in Monthly Statement and carry forward the unpaid balance at one of the lowest finance charges available. Cash on the Now can withdraw cash from over 1 million VISA/MasterCard across the globe, including 18,000 ATMs in India..

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 Book your railway tickets online Now can book railway tickets online and getting them delivered at doorstep

Add-on cards - Enhanced Power to your family SBI Gold Credit Card now lets you apply for add-on cards for your spouse, parents, children or siblings above the age of 18.

Utility Bill Payment Facility All the utility bills like electricity, insurance, telephone will get paid before the due date with this facility from SBI Gold Card.

Balance Transfer on low interest rates SBI brings you a fast and convenient way to transfer the outstanding amount with balance transfer facility from other card to SBI Card at the lowest rates of Interest.

SBI Card Online Manage SBI Card account & online bill payments at the click of a mouse.

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 Fuel Freedom No Surcharge in any city on any pump. (fuel diesel and lubricants condition is 400 to 5000)

Fee charges

Fees Joining Fee (one time) Annual Fee(p.a.)+ Add on Fee(p.a.) Rs. 299 Rs. 299 NIL

Extended Credit Interest Free Credit Period 20-50 days (applicable only on retail purchases and if previous months outstanding balance is paid in full) Upto 3.35% p.m. (40.2% p.a.) from the transaction date 5% of Total Outstanding (Min Rs. 200) + Govt. Service Tax

Finance Charges Minimum Amount Due

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CONCLUSION

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BIBLIOGRAPHY

www.google.com www.sbicard.com Pamplets of sbi card Research methodology R.C. Kothari Indian banking sector- preeti sharma

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