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Documenti di Professioni
Documenti di Cultura
Research Report
on
A Comparative study of satisfaction level of Home Loan borrowers of
State Bank of India and ICICI Bank with special reference to Agra"
SESSION 2016-17
This research report is made by me during the 4th semester in partial fulfillment
ACKNOWLEDGEMENT
It is my pleasure to be indebted to various people, most of which were experts in their respective
fields, who influenced my thinking, behaviour, and acts during the course of study.
As a fresher for the corporate, I was not having any idea about corporate culture. But I would
like to give special thanks to my project guide Dr. Sandeep Verma, who on behalf of his opulent
experience, told me about the basic of corporate and guided me which helped me to complete the
project efficiently and showed me the right path to reach the final destination with minimum
hicups and was always there with a helping hand in times of need throughout my project.
I am thankful to him for his support, cooperation, and motivation provided to me during the
completion of project.
Lastly, I would like to be thankful my father for their moral and financial support and my friend
with whom I shared my day-to-day experience and received lots of suggestions that improved
my work quality.
SHUBHAM GUPTA
MBA IV Sem.
Roll No.1500570096
DECLARATION
I Shubham Gupta do hereby declare that the project report titled A comparative
SHUBHAM GUPTA
MBA IV Sem.
Roll No.1500570096
CONTENTS
Introduction
Objective
Research methodology
Findings
Suggestions
Conclusion
Appendix
Bibliography
CHAPTER 1:
INTRODUCTION
Bank is a Latin word BANCO which is derived from Italy. The word bank means to
and establish for custody of money received from or on behalf of the customers.
customers. Its essential duty is to pay their drafts on it .Its profits arise from the of the money left
unemployed by them.
The bank believes in environment of staff in all cadres of success in every aspect of work.
This involvement is sought to be brought about in such a way where by every staff member
derives satisfaction from his work and fulfils his desire to grow the institution.
Law of banking
Banking law is based on a contractual analysis of the relationship between the bank and
the customer. The definition of bank is given above, and the definition of customer is any person
The law implies rights and obligations into this relationship as follows:
The bank account balance is the financial position between the bank and the customer,
when the account is in credit, the bank owes the balance to the customer, when the
The bank engages to pay the customer's cheques up to the amount standing to the credit
The bank may not pay from the customer's account without a mandate from the customer,
the customer's agent, and to credit the proceeds to the customer's account.
The bank has a right to combine the customer's accounts, since each account is just an
The bank has a lien on cheques deposited to the customer's account, to the extent that the
The bank must not disclose the details of the transactions going through the customer's
account unless the customer consents, there is a public duty to disclose, the bank's
The bank must not close a customer's account without reasonable notice to the customer,
because cheques are outstanding in the ordinary course of business for several days.
Entry regulation
The requirements for the issue of a bank licence vary between jurisdictions but typically
incude:
Minimum capital
'Fit and Proper' requirements for the bank's controllers, owners, directors, and/or senior
officers
Approval of the bank's business plan as being sufficiently prudent and plausible.
History
Banks have influenced economies and politics for centuries. Historically, the primary
purpose of a bank was to provide loans to trading companies. Banks provided funds to allow
businesses to purchase inventory, and collected those funds back with interest when the goods
were sold. For centuries, the banking industry only dealt with businesses, not consumers.
Commercial lending today is a very intense activity, with banks carefully analysing the financial
condition of their business clients to determine the level of risk in each loan transaction. Banking
services have expanded to include services directed at individuals, and risk in these much smaller
INDUSTRY PROFILE
ORIGIN & DEVELOPMENT OF BANKING INDUSTRY
Many factor have influenced the banking structure in India. Among then are economic
crisis Constitutional authority &fiscal issue, during the colonial period very little money
circulated. The opening of English agency house which carried on banking business in addition
to their commercial &trading activities at Calcutta &Bombay in 18th & early 19th century marked
The first joint stock established in India was in the bank of Hindustan, founded in 1770
by the famous English agency house of Messer Alexander& company. The need of the
organized banking system was felt very early in the 19 th century Bank of Bengal in Calcutta was
established in1806. After this two more banks were established, Bank of Bombay & Bank of
madras soon these three bank were amalgamated in 1921 & formed the Imperial bank of India
The Imperial bank of India functioned as a bankers bank & as well as bankers to Government
upto 1935 when, its function were transferred to Reserve Bank of India, which came in to
existence in the same year. There were so many banks at that time without moving any control.
The first fully Indian owned bank was the Allahabad Bank, which was established in
1865. The nationalization of Imperial bank of India took place &it was renamed as the State
Bank of India 19 July 1969. By the 1900s, the market expanded with the establishment of banks
such as Punjab National Bank, in 1895 in Lahore and Bank of India, in 1906, in Mumbai -
Nationalization
By the 1960s, the Indian banking industry has become an important tool to facilitate the
development of the Indian economy. At the same time, it has emerged as a large employer, and a
debate has ensued about the possibility to nationalize the banking industry. Indira Gandhi, the
Prime Minister of India expressed the intention of the GOI in the annual conference of the All
India Congress Meeting in a paper entitled "Stray thoughts on Bank Nationalisation." She
nationalised the 14 largest commercial banks with effect from the midnight of July 19, 1969. A
nationalisation until the 1990s, the nationalised banks grew at a pace of around 4%, closer to the
Liberalisation
In the early 1990s,government introduced a policy of liberalisation and gave licences to a
small number of private banks, which included banks such as Global Trust Bank which later
amalgamated with Oriental Bank of Commerce, UTI Bank (now re-named as Axis Bank), ICICI
Bank and HDFC Bank. This move, along with the rapid growth in the economy of India,
Currently, India has 88 scheduled commercial banks (SCBs) - 28 public sector banks , 29 private
banks and 31 foreign banks. They have a combined network of over 66,000 branches and 32,000
ATMs. The public sector banks hold over 75 percent of total assets of the banking industry, with
the private and foreign banks holding 18.2% and 6.5% respectively.
Year-on-year growth in bank credit was robust at 28% on top of 31.8% in the previous
year, while year-on-year deposit growth of scheduled commercial banks rose to 23% as against
the private sector and in commercial paper (CP) registered an increase of Rs. 4,002 crores during
Aggregate deposits of SCBs increased by 22.2 per cent (Rs.5,80,208 crore) during 2007-
08 as compared with 23.8 per cent (Rs.5,02,885 crore) in the previous year.
The total assets in the banking sector today is estimated to be at Rs 17 trillion and total
and have a CRAR of 12% that is considerably higher than the 9% level stipulated by RBI. The
rapid growth prevailing in bank credit would necessitate further capitalization of banks.
The high degree of business optimism and continuing investment demand are pointers to
prospects of substantial growth in bank credit. The beyond performance of businesses has led to
significant increase in incomes of individuals and more employment avenues. Thus, the growth
As per the schedule for implementation of Basel II provisions, foreign banks operating in
In terms of ownership, debit cards are more in number than credit cards but in terms of
transactions, credit cards are used more than debit cards. Rural and semi-urban centres
2011.
In future the retail banking industry in India is likely to reach a value of $300 billion by
2010.
Industry Insurance
which the Government of India is the biggest shareholder. It is the largest bank in India and is
ranked at 380 in 2008 Fortune Global 500 list, and ranked 219 in 2008 Forbes Global 2000.
Measured by the number of branch offices, SBI is the second largest bank in the world. SBI
traces its ancestry back to the Bank of Calcutta, which was established in 1806; this makes SBI
the oldest commercial bank in the Indian subcontinent. SBI provides various domestic,
international and NRI products and services, through its vast network in India and overseas. With
an asset base of $126 billion and its reach, it is a regional banking behemoth.
In recent years the bank has focused on four priorities, first, reducing its huge staff through the
Golden handshake scheme known as the Voluntary Retirement Scheme, second, computerizing
trying to change the rude attitude of its staff through a program aptly named 'Parivartan' or
'change'. On the whole, the Bank has been successful in the first three initiatives but has failed in
Parivartan.
After a 20 year hiatus, the Bank is recruiting 20000 clerks and 3500 officers. The pick of the
universities aspire to join the Bank and more than 2.5 million applications have been received.
History
1809: On January 2, the Bank of Calcutta changed its name to the Bank of Bengal.
These three banks Bank of Bengal, Bank of Bombay, and Bank of Madras were known as
Presidency banks, were the result of royal charters, and were incorporated as joint stock
companies.
1861: The government passed the Paper Currency Act, limiting the right to issue paper
1921: On January 27, the government amalgamated the three Presidency banks to form
the Imperial Bank of India. The Imperial Bank of India continued as a joint stock
company. Until the establishment of a central bank in India, the Imperial Bank and its
early predecessors served as India's central bank, at least with respect to the issuing of
currency.
1955: On 30 April, the Parliament of India enacted the State Bank of India Act
authorizing the Reserve Bank of India (RBI), which is the central bank, to acquire a
controlling interest in the Imperial Bank of India. The RBI then took a 60% ownership
1959: the Government of India passed the State Bank of India (Subsidiary Banks) Act,
which enabled SBI to take over eight former State-associated banks as its subsidiaries.
1980s When Bank of Cochin in Kerala faced a financial crisis, the government merged it
2007: On June 29, the Government of India acquired the entire Reserve Bank of India
(RBI) shareholding in State Bank of India (SBI), consisting of over 314 million equity
2008: 9 March 2008 State Bank of India on Sunday became the second bank in the world
to have 10,000 branches when Union Finance Minister P Chidambaram inaugurated its
State Bank of India has often acted as guarantor to the Indian Government, most notably during
Chandra Shekhar's tenure as Prime Minister of India. With 10,000 branches[1] and a further
4000+ associate bank branches, the SBI has extensive coverage. Following its arch-rival ICICI
Bank, State Bank of India has electronically networked all of its metropolitan, urban and semi-
urban branches under its Core Banking System(CBS), with over 10800+ branches being
incorporated. With this, 'SBI has become the largest bank in the world, covering 10800+ offices
on a single core banking platform. The bank has the largest ATM network in the country having
more than 8000+ ATMs[2]. The State Bank of India has had steady growth over its history, though
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 rating
and various other rankings. According to the Forbes 2000 listing it tops all Indian companies.
In 2008 SBI was ranked 380 from a rank of 495 in 2007. As per fortune 500-2008 following are
Revenues: 22,402.2
Profits: 2,225.0
Assets: 255,854.9
SBI Canada
IT Initiatives
According to PM Network (December 2006, Vol. 20, No. 12), State Bank of India launched a
project in 2002 to network more than 14,000 domestic and 70 foreign offices and branches. The
first and the second phases of the project have already been completed and the third phase is still
The new infrastructure serves as the bank's backbone, carrying all applications, such as the IP
telephone network, ATM network, Internet banking and internal e-mail. The new infrastructure
has enabled the bank to further grow its ATM network with plans to add another 3,000 by the
end of 2007 raising the total number to 8,600. As of September 20, 2007 SBI has 7236 ATMs. sbi
kanpur
number of branches, market capitalization and profits is today going through a momentous phase
of Change and Transformation the two hundred year old Public sector behemoth is today
stirring out of its Public Sector legacy and moving with an agility to give the Private and Foreign
The bank is entering into many new businesses with strategic tie ups Pension Funds, General
Insurance, Custodial Services, Private Equity, Mobile Banking, Point of Sale Merchant
Acquisition, Advisory Services, structured products etc each one of these initiatives having a
The Bank is forging ahead with cutting edge technology and innovative new banking models, to
expand its Rural Banking base, looking at the vast untapped potential in the hinterland and
It is also focusing at the top end of the market, on whole sale banking capabilities to provide
Indias growing mid / large Corporate with a complete array of products and services. It is
consolidating its global treasury operations and entering into structured products and derivative
instruments. Today, the Bank is the largest provider of infrastructure debt and the largest arranger
of external commercial borrowings in the country. It is the only Indian bank to feature in the
The Bank is changing outdated front and back end processes to modern customer friendly
processes to help improve the total customer experience. With about 8500 of its own 10000
branches and another 5100 branches of its Associate Banks already networked, today it offers the
largest banking network to the Indian customer. The Bank is also in the process of providing
complete payment solution to its clientele with its over 8500 ATMs, and other electronic
With four national level Apex Training Colleges and 54 learning Centres spread all over the
country the Bank is continuously engaged in skill enhancement of its employees. Some of the
The bank is also looking at opportunities to grow in size in India as well as Internationally. It
presently has 82 foreign offices in 32 countries across the globe. It has also 7 Subsidiaries in
India SBI Capital Markets, SBICAP Securities, SBI DFHI, SBI Factors, SBI Life and SBI
Cards - forming a formidable group in the Indian Banking scenario. It is in the process of raising
capital for its growth and also consolidating its various holdings.
Throughout all this change, the Bank is also attempting to change old mindsets, attitudes and
take all employees together on this exciting road to Transformation. In a recently concluded mass
internal communication programme termed Parivartan the Bank rolled out over 3300 two day
workshops across the country and covered over 130,000 employees in a period of 100 days using
about 400 Trainers, to drive home the message of Change and inclusiveness. The workshops
fired the imagination of the employees with some other banks in India as well as other Public
The CNN IBN, Network 18 recognized this momentous transformation journey, the State Bank
of India is undertaking, and has awarded the prestigious Indian of the Year Business, to its
Associate banks
There are seven other associate banks that fall under SBI. They all use the "State Bank of" name
followed by the regional headquarters' name. These were originally banks belonging to princely
states before the government nationalized them in 1959. In tune with the first Five Year Plan,
emphasizing the development of rural India, the government integrated these banks with the
State Bank of India to expand its rural outreach. The State Bank group refers to the seven
associates and the parent bank. All the banks use the same logo of a blue keyhole. Currently, the
group is merging all the associate banks into SBI, which will create a "mega bank", and one
State Bank of India is present in 32 countries, where it has 84 offices serving the international
needs of the bank's foreign customers, and in some cases conducts retail operations. The focus of
Foreign Branches
Australia
Bahrain
Bangladesh
Belgium
Canada
France
Germany
Hong Kong
Israel
Japan
Republic of Maldives
Singapore
South Africa
Sri Lanka
Sultanate of Oman
The Bahamas
U.K.
U.S.A
In addition to the foreign branches above, SBI has these wholly owned subsidiaries and joint
ventures:
Nepal State Bank Limited is an Indo-Nepalese joint venture between State Bank of India,
the Employees Provident Fund, and the Agricultural Development Bank of Nepal. It
commenced operations on July 7, 1993, and now has 21 branches throughout Nepal.
Indian Ocean International Bank (Mauritius) has been operating in Mauritius since 1978.
SBI acquired a majority stake in the bank in April 2005. The bank is is a commercial
State Bank of India established SBI California in 1982. The bank has six branches within
the state.
Retail Banking
Vehicle Finance
Wholesale Banking
Investment Banking
Asset Management
Information Technology
Retail Banking
Retail Banking Segment has shown substantial growth during the current financial year.
This has been achieved by adopting customer segmentation and mapping the products and
On-line General Insurance policies and On-line Investment options in mutual funds are
Vehicle Finance
Vehicle Finance Division (VFD) of Bank extends asset-backed financing for a wide range
of vehicles spanning across heavy commercial Vehicles, three wheelers, cars, two wheelers, etc.
Besides, specialty construction equipments like tippers, cranes, excavators, and loaders are also
financed.
The focus during the year was to optimize the product mix to maximize yields and at the
retrieval facility at Karapakkam unit that handles loan document processing and record
maintenance.
VFDs data centre, also located at Karappakam, has state-of-the-art facilities in terms of
data / equipment protection mechanisms and access rights with sensors to monitor movement
advances. Under Priority Sector division bank mainly focuses on agriculturists, Small Road
Wholesale Banking
With the twin objectives of meeting growing market competition as well as improving
customer profitability, Bank has structured its wholesale banking operations into four vertical
business lines, consisting of four Strategic Business Units (SBUs), viz., Corporate Banking
Division, Capital & Commodities Market Division, Treasury & Investments Division and
International Division.
The objective of the division is to service the full value chain of customer requirements.
The division offers a wide range of banking and finance solutions to derive the maximum value
and earnings from each customer. The aim is to build a holistic, long-term and mutually
beneficial relationship with its customers through cost-effective and efficient services, utilising
technology solutions.
Bank has a fully integrated Dealing Room that redefined its focus from market segment-
based to function-based. This measure has started yielding results as functional expertise across
Capital Markets
Balance Sheet Desk, managing the liquidity, ALM functions and resources to meet
Banks Fort (Mumbai) Branch focuses on serving Capital and Commodities market
players, and is the nodal branch for this business line. Bank has the Clearing and Settlement
Bank status with five principal stock and commodity exchanges of the country viz. NSE, BSE,
NCDEX, MCX and NMCE. Besides, Bank is an empanelled Depository Participant for NSDL
and CDSL and is also empanelled with NCDEX and MCX, thereby offering DP services to both
securities and commodities segments, a distinction shared by only a few select banks in the
country.
Bank is offering e-broking through Payment Gateway technology with select brokers to
facilitate provision of three-in-one account facility to the retail investors and to enable them to
Bank has also concluded arrangement with ten leading mutual funds offering direct
Bank is also registered as a Debenture Trustee for providing this service to corporate
customers.
Bank. Your Bank has correspondent relationships with 332 banks spread across the globe.
There are tie-up arrangements with 16 Exchange Houses under Rupee Drawing
Arrangement and with two Money Transfer companies as principal agents under Money Transfer
Service Scheme. The Bank is in the process of appointing sub-agents to increase the volumes
To enhance overseas business and leverage NRI relationships, the Bank has adopted the
Regional Alliance model of partnering with strong regional overseas banks that do not have
branch presence in India. During the year, alliances were established with two banks having
coverage in United Arab Emirates and Qatar. Bank proposes to establish similar alliances in
other geographical regions like South East Asia, United Kingdom, the United States, etc.
Investment Banking
During the year, the Investment Banking Division worked on a number of assignments in
the areas of financial and corporate advisory services, equity placements, cross border
transactions, debt restructuring, equity syndication, etc. Among the various assignments
completed by this Division was the advising of Hinduja TMT Ltd. on divesting its stake in
In the years to come, the Investment Banking Division would leverage on its alliances
with European and US-based investment banks in the execution of cross border deals.
Asset Management
Bank has continued its past trend of recoveries. During the year, recoveries / upgrading
of written off / non-performing assets (NPA) amounted to Rs.158.89 crores. Besides, NPAs
worth Rs.49.17 crores (Net Book Value) were sold off during the year to an Asset Reconstruction
Company.
Due to these efforts, Net NPAs were restricted to 2.47% of Net Bank Credit as compared
to 2.09% in the previous year. But for classification as NPA of one major account, which is not
an NPA with other Banks, the percentage of net NPAs would have been still lower at 1.46%.
banking. It facilitates management of various risks while supporting rapid business growth, helps
Bank, with the assistance of KPMG, a leading international consultant, has established
covering credit risk, market risk and operational risk, independent of the business segments.
Bank has been progressively adopting the best international practices so as to continually
Bank has designed an escalation process for all customer complaints received at
Branches and Corporate office. A quarterly report is placed to the Board of Directors on the
complaints handled. Bank maintains a dedicated page for lodging of complaints and complaint
redressal mechanism on its website www.SBI.com where information on the escalation process
and the details of the nodal officer to receive complaints has been furnished. These details are
Banks ALM system supports effective management of liquidity risk and interest rate
risk, covering 100% of its assets and liabilities. Liquidity Risk is monitored through Structural
Liquidity Gaps, Dynamic Liquidity position, Liquidity Ratios Analysis and Behavioral Analysis,
The Human Resources (HR) functions focus was on ensuring employee satisfaction and
retention by creating a performance enabling work culture within the organization. With this goal
in mind, your Bank has made substantial progress in all facets of HR.
Manpower strength increased during the year from 2365 to 2613. Manpower was added
in an efficient and time-bound manner with a keen eye on candidate quality. Bank broad-based
its recruitment sources with a view to reducing hiring costs and bringing down turnaround time.
A judicious mix of placement consultants, job portals, employee referrals and campus
recruitments ensured hiring costs were kept to a minimum. The employee referral scheme Indus
Parichay in particular deserves mention. Not only has this scheme given us quality employees
who fit in perfectly with the work ethos but it has also contributed in substantially bringing down
recruitment costs.
through its training and development activities. Bank is continuously assessing the learning gaps
amongst its employees and is trying to bridge the learning gaps by organizing training programs
Information Technology
The Banks technology infrastructure has been among the best in the Indian Banking
Industry. This recognition has been endorsed by the industry peers with State Bank of India
being conferred with the Runner-Up Award for Best Implementation of Straight Through
Processing, an Award sponsored by Indian Banks Association (IBA) jointly with Trade Fair
Conferences International (TFCI) and Finacle (Infosys). This is the second consecutive year
The Banks successful Mock Disaster Drills to test the DR preparedness of core banking
application exhibits the robustness of the systems and services provided to its customers. A
notable achievement during these mock drills was that the branches with MPLS and VSAT links
were switched to DR site without routing through Mumbai. This is significant in a centralized
environment, as even in a scenario of site disaster at Mumbai, branches can operate without any
disruption. The DR infrastructure for Base24 Switch has been commissioned and the Production
Several other IT initiatives for facilitating customer convenience have been undertaken
during the year. For example, Mobile Banking initiatives help a customer track balances and
transactions The Bank is now ready to offer a new convenient channel for its customer contact
center with Computer Telephony Interface (CTI) with Operational CRM Application (Talisma)
Bank has enabled online remittances from correspondent banks abroad, which facilitates
online movement of funds across banks. Several products and services like Mobile Banking, Visa
Gold Debit card, Gift Card, On-line issuance of insurance policies, Sunday Banking, 8-to-8
banking, etc. have all been deployed with the help of technology.
CHART
SBI offers working capital finance to meet the entire range of short-term fund requirements that
internal cash flows, supporting supply chains, funding production and marketing operations,
SBIs working finance products comprise a spectrum of funded and non-funded facilities ranging
from cash credit to structured loans, to meet the different demands from all segments of industry,
trade and the services sector. Funded facilities include cash credit, demand loan and bill
discounting. Demand loans are considered also under the FCNR (B) scheme. Non-funded
instruments comprise letters of credit (inland and overseas) as well as bank guarantees
Project Finance
The SBI has formed a dedicated Project Finance Strategic Business Unit to assess credit
proposals from and extend term loans for large industrial and infrastructure projects. Apart from
this, project term loans for medium sized projects and smaller clients are delivered through the
In general, project finance covers greenfield industrial projects, capacity expansion at existing
Project finance is quite often channeled through special purpose vehicles and arranged against
SBI can extend deferred payment guarantees to industrial projects for obtaining imported
equipment. The DPG is a standby credit guaranteeing deferred payments, usually for payments
The SBI corporate term loans can support your company in funding ongoing business expansion,
repaying high cost debt, technology upgradation, R&D expenditure, leveraging specific cash
streams that accrue into your company, implementing early retirement schemes and
Corporate term loans can be structured under the FCNR (B) scheme as well, with the option of
switching the currency denomination at the end of interest periods. This will help you take
advantage of global interest rate trends vis--vis domestic rates to minimize your debt cost.
The banks corporate term loans are generally available for tenors from three to five years,
client and the risk context. Again, these rates will be linked to the banks prime lending rate.
SBI corporate term loans can have a bullet or periodic repayment schedule, as required by the
client. The repayment mode may be linked to the cash accruals of the company.
The Banks expert credit crew gauges the applicants particular fund requirements and evaluates
the companys credit worthiness, factoring in the cash flows generated by it.
Structured Finance
SBI structured finance involves assembling unique credit configurations to meet the complex
fund requirements of large industrial and infrastructure projects. Structured finance can be a
combination of funded and non-funded facilities as well as other credit enhancement tools, lease
contracts for instance, to fit the multi-layer financial requirements of large and long-gestation
projects.
Being Indias largest bank and with the rich experience that it brings with it, SBI commands
formidable expertise in engineering financial packages that address complex requirements with
minimum risk.
Further, SBI has firm relationships across the financial map of the world, which can be leveraged
to structure solutions that may necessitate the participation of several credit agencies.
Dealer Financing
SBI extends financial support to the corporate distribution networks, by providing both working
capital finance and term loans to select dealers of identified companies. This gives dealers to
leverage their business relationship with major corporates to avail low cost credit. Also, this type
of financial solutions allows the corporate negotiate a better price with dealers. Dealer financing
Channel Financing
Channel financing is an innovative finance mechanism by which the bank meets the various fund
necessities along your supply chain at the suppliers end itself, thus helping you sustain a
Channel finance ensures the immediate realization of sales proceeds for the SBI clients supplier,
making it practically a cash sale. On the other hand, the corporate gets credit for a duration
SBI has the worlds largest banking network of over 9,000 branches and this enables it to deliver
the financial solution at your suppliers doorsteps, across the span of the country.
Equipment Leasing
The SBIs has deployed a dedicated Strategic Business Unit for lease financing that is richly
experienced in arranging lease contracts for procuring expensive equipment for your project or
plant. At SBI, we arrange lease agreements as stand alone contracts or as part of a structured
package.
Loan Syndication
The SBI leverages its vast network of relationships to arrange syndicated credit products for
With its rich experience and strong reputation, SBIs syndication desk can assemble large loan
packages involving a ring of reputed financial entities, domestic and international, that match the
Transport Plus
Purpose
Eligibility
Quantum of finance
Repayment
Repayment will be in Equated Monthly Installments (EMI), starting two months after
EMI Calculator
Margin
20%
Term Loan: 100 % of the cost of the chassis, inclusive of excise duty. Other expenses are to be
borne by the borrower. Where body building is not required, 80 % of the cost of the vehicle will
be financed. An additional Term Loan limit, subject to a maximum of 20% of the original limit
may be sanctioned for repair of the vehicle, on or after the 3rd year if the loan account is regular.
Cash Credit : 80% of receivables.
Prepayment
Term Loan: Maximum 1% p.a. on the pre-paid amount, for the residual period.
Rate of Interest
For Term loans, 8.50% p.a. with monthly rests and for Cash Credit, 11.75% p.a. with monthly
rests.
Security
Insurance
Applicability
Metro/urban/semi-urban centers
Bill Finance
The banks bill finance product helps you bridge the fund gap between the date of sale of
The bank purchases the bill of exchange your company receives against a product sale, at a
discount, thus doing away with the delay in realizing the receivables.
The extent of discounting would amount to the interest calculated till the payments for the
original sale are realized, and will be determined on the basis of market interest rates as well as
SBI cash credit can be in the form of a running account, similar to an overdraft secured by a
charge on current assets, that meets the frequent cash requirements of your trading cycle.
The specialized product has been designed to help you purchase plant, machinery, land or other
physical assets required during the growth and expansion of the your company.
Letters of Credit
The SBI offers Letters of Credit to facilitates your purchases of goods in trading operations, both
domestic and international. Backed by the SBIs strong reputation, you will be able to build
The banks vast network of branches and correspondent banks enables your enterprise to sustain
Further, the banks informed trade finance crew can provide you with sophisticated credit and
trade information and market knowledge, helping you extract more value from business.
Bank Gaurantees
The SBI guarantees the creditworthiness or the business capacity of its clients through its
The bank offers a totally technology-driven cash management product, based on the satellite-
linked SBI FAST (for Funds Available in the Shortest Time) platform that connects 120 centers
spread across the country. Your cash collections can be pooled at these centers at competitive
rates.
Further, your cost centers at various locations can have a daily limit with the SBIs local branch
which can be swept automatically into your main account located at your corporate center.
The SBI is planning to raise the number of its cash management centers to 500, which then
would cover 90 per cent the banks corporate clients financial transactions.
The cash management solution ensures a comfortable liquidity position within your corporation
always and will significantly bring down transaction time and cost. Further, the quicker, more
efficient and better-controlled cash circulation can actually create profit opportunities for the
company.
The company will be better placed to forecast its cash positions and schedule related financial
transactions accordingly.
Channel Financing
Channel financing is an innovative finance mechanism by which the bank meets the various fund
necessities along your supply chain at the suppliers end itself, thus helping you sustain a
making it practically a cash sale. On the other hand, the corporate gets credit for a duration
SBI has the worlds largest banking network of over 9,000 branches and this enables it to deliver
the financial solution at your suppliers doorsteps, across the span of the country.
The fact that the top 8 banks account for barely 54 per cent of the market share suggests
It is here that the foreign players see the 'opportunity'. Although the smaller players
together account for a reasonable share, most of them are undercapitalized, on a standalone basis.
The need to cater to the burgeoning credit demand also calls for additional capital
requirement, for which their foreign counterparts can come to the rescue of the smaller Indian
banks.
Also, since the new foreign players will not be allowed to expand freely, the ones taking
the subsidiary route for expansion will not be subjected to rural branch norms (24 per cent of
branches to be set up in rural areas) as well as priority sector lending requirement (35 per cent).
They can thus concentrate their focus on the lucrative urban markets.
COMPANY PROFILE OF ICICI
ICICI limited was founded by government of India, World Bank and representatives of
private industry on January 5,1955. ICICl's principal business activities includes medium term
and long term project financing for the infrastructure and manufacturing sectors' corporate
finance to meet the treasury requirements of Indian companies, lease finance as well as a
comprehensive range of financial services. For regulatory and strategic reasons, ICICI set up
specialized subsidiaries in the areas of commercial banking, investment banking non banking
finance investor services brooking venture capital financing and state level infrastructure
financing.
ICICI provides finance in form of rupee and foreign currency loans, underwriting and
direct and subscription to issues of shares and debentures and guarantees to suppliers of
equipment and foreign lenders. It provides financial assistance to a large no of industrial sectors
including cement, chemicals electronics, fertilizers, food processing, iron and steel, man-made
fibbers, metal products, textiles and transport equipment. ICICI subsidiaries and group
companies includes:
DEVELOPMENT ACTIVITIES
financing, science parks, rural development, vocational training/skill development for the
handicapped, education of the under privileged and health care for the weaker sections of the
FINANCIAL RESOURCES
ICICI meets its financial requirements through borrowings, equity and equity linked offering in
the domestic and internal markets, from loan repayments and interest payments and through
RUPEES RESOURCES ICICI raises rupees funds through issues of bonds, convertible
debentures and other borrowing from a range of investors, including banks, investment
institutions, public sector units, port trust, quasi-government provident funds (employees
resources from multilateral institutions, official bilateral sources (including export credit)
foreign currency borrowings have been from multilateral institutions and guaranteed by
the government of India. ICICI has obtained lines of credit from world bank directly or
government of India and from Japan Bank for international Co-operation, Japan.
of Euro credits and loans, floating and fixed rate bond issues, private placement and
Dollars, Deutsche Marks, Swiss Francs, Japanese Yen, Pounds Sterling and ECUs.
which requires a minimum total capital adequacy ratio 90/0 of which at least 4.5% must
be Tier 1 capital. Tierl capital comprises paid-up capital and free reserves.
SHARE HOLDING PATTERN ICICl's major share holders are financial institutions,
such as the life insurance corporation of India (LIC) General Insurance corporation (GIC)
and its subsidiaries, Unit Trust of India and other financial Institutions.
STRATEGIC INITIATIVES
ICICl's objective is to enhance its position as India's premier financial services provider. The key
Perceive wants of financial product through the advertising or any other sources.
Information search about competitive institution, returns service and after sales.
Sources of information
ICICI
POST OFFICES
BANKS
U. T.I.
KARVY
SDLC
Satisfaction after investing in ICICI product and then purchase and further suggest to buy the
Buying Behaviour:
Consume decision making varies with the types of the buying decision. The decision to
buy any financial product is quit different from buying any other product. There are four types of
buying behavior.
Consumer engages in complex buying behavior when they are highly involved in
purchase and aware of significant difference among brands. This usually the case when
the product is expensive bought infrequently, risky and highly self expressive. For
example, a person buying a personal computer may not know what attributes to look for
many of the product features carry no meaning unless the buyer has done some research
Sometimes the consumer is highly involved in a purchase but sees little difference in the
brands. The high involvement based on the fact that purchase is expensive, infrequent and risky-
In this case, the buyer will shop around to learn what is available but will buy fairly quickly. For
example carpet.
Many products are bought under condition of low consumer involvement and the absence
of significant brand differences. Like salt. Consumer have little involvement in this product
category. They go to the store and reach for the brand. If they keep reaching for the same brand,
It is out of habit, not strong brand loyalty. There is good evidence that consumer have low
Some buying situations are characterized by low consumer involvement but significant
Market segmentation:
Market segmentation is defined as " the process of taking the total heterogeneous market
for a product and dividing it into several sub markets or segments, each of which tends to be
Substantiality refers to the size of segmented markets. Segments must be large enough to
Measurability of the segment means that it must be capable of measuring the changing
Accessibility means the segments must permit the firm to direct successfully different
Responses rates means that the segments must shoiw differences in responses to the
marketing variables.
Benefits of Segmentation:
The manufacturer is in the better position to find out and compare the marketing
The result obtained from market segmentation is an indicator to adjust the production,
Changes required may be studied and implemented without losing market. As such as
soon as the product becomes obsolete, or even earlier, the product line could be
It helps in determining the kinds of promotional dives that are effective and also helps to
Appropriate timing for the introduction of new products, advertising, etc., could be easily
determined.
The segments fall between two extremes of total homogeneity and heterogeneity. The various
Geographic Segmentation
Age group
Demographic Segmentation Family
Life cycle
Sex
Product Segmentation
Benefit Segmentation
Volume Segmentation
Under the customer based segmentation again the two classification there are there that is
customers are divided in three categories that is :Rural location, Urban location, Semi-Urban
location.
In demographic characteristics the factor are age, sex, income, occupation education and
Age: Under the age groups, ICICI do not have any concern to infant market and it have
totally concern for youth market (20-35 years), middle aged market (36-50 years) & elder
female.
Income: ICICI is concerned only for middle Income, upper middle income and higher income.
level management in private concern. Upper middle income involves the person who luxuries
product like air travel holidays special places and etc. Higher income group involves
Occupation: Occupation involve the category through the person earns i.e. a self employed,
Education: Education part is much important here. The more the customer is educated the more
will be his awareness for new technology or would like to get aware of new things.
Family size & structure: The family size also effects the investment planning of the investor It
have a iverse relation mwith the investment i.e. the large will be the family the less will be the
Now the another factor is Product related segment, which involves the various products of ICICI.
The products are Bonds, Fixed Deposits, Demat A/C, RBI Relief Bonds and Mutual Fund. These
The last factor is competition based segment which involves the classification on the basis of
Hard core loyals: These are customer who are completely devote to a single brand.
Soft core loyals: These are the customer who are loyal to more than two brands.
Switcher overs: These are the customers who easily switch oveer to the next brand by
Download or obtain Account Opening Form from the nearest branch, fill it up properly and
deposit the same with the branch of your choice along with the following :-
Furnish proof of Residence (In the form of a copy of Ration Card/ Passport/ Driving
Licence/ Electricity Bill/ Telephone Bill/ Identity Card issued by any reputed institution.
Introduction about you from a person known to the bank preferably by an Account
Holder of the Branch, whose account has run satisfactorily at least for the past six
months.
Minimum deposits.
Resident Indians are permitted to open, hold and maintain Resident Foreign Currency
(Domestic) Account out of foreign exchange acquired in the form of currency notes, bank
notes, travelers cheques and out of, foreign exchange earned and/or gifts received from close
relatives (as defined in the Companies Act) and repatriated to India through normal banking
channels by resident individuals. Foreign exchange earnings could be through export of goods
Resident Foreign Currency (Domestic) Account can be opened with designated ICICI
banking channels. The earnings could be out of export of goods and/or services, royalty,
honorarium etc.
Account holder can credit Resident Foreign Currency Account (Domestic) with foreign
currency :
received from a person on a visit to India for services rendered to him in India.
US Dollar (USD)
EURO (EUR)
Please note:
Account holders will be issued the following instruments for transacting in the account:
b. Cash withdrawal slip for Rupee withdrawals across the counter. During a day accountholder
cannot withdraw more that USD 2000 or equivalent in permissible foreign currency, from RFC
Other benefits
A Resident Indian, can buy foreign exchange without permission from the Reserve Bank of India
for:
Private Travel
Resident Indian can avail of foreign exchange upto US$ 10,000 in any calendar year for
tourism or private travel to any country other than Nepal and Bhutan on the basis of self-
certification.
Study Abroad
Resident Indian can buy foreign exchange upto US$ 30,000 or upto the estimate from the
institution abroad, whichever is higher, per academic year on the basis of simple
Medical Treatment
Resident Indian can buy foreign exchange on the basis of self-certification, upto US$
50,000 to meet the expenses for medical treatment outside India. Banks are also
permitted to release exchange required in excess of US$ 50,000, on the basis of estimate
Resident Indian can also buy foreign exchange upto US$ 25,000 per person for meeting
self-certification.
Employment Abroad
Resident Indian can buy foreign exchange upto US$ 5,000 on production of letter of
employment.
Emigration
Resident Indian can buy foreign exchange upto US$ 5,000, or amount prescribed by
Resident Indian can remit foreign exchange outside India upto US$ 500, for
Resident Indian can gift/donate upto US$ 5,000 every year on self-certification.
From all designated branches of ICICI Bank. If the rupee equivalent exceeds Rs.50,
000/-, the entire payment has to be made by way of a crossed cheque/banker's cheque/pay
Submit duly filled application form with any designated branch of ICICI Bank.
SALES PROMOTION
Sales promotion is one of the four aspects of promotional mix. (The other three parts of the
promotional mix are advertising, personal selling, and publicity/public relations.) Media and non-media
marketing communication are employed for a pre-determined, limited time to increase consumer
contests
rebates
Sales promotions can be directed at either the customer, sales staff, or distribution channel
members (such as retailers). Sales promotions targeted at the consumer are called consumer sales
promotions. Sales promotions targeted at retailers and wholesale are called trade sales
promotions. Some sale promotions, particularly ones with unusual methods, are considered
gimmick by many.
Loyal Reward Program: Consumers collect points, miles, or credits for purchases and
redeem them for rewards. Two famous examples are Pepsi Stuff and Advantage.
Cents-off deal: Offers a brand at a lower price. Price reduction may be a percentage
Price-pack deal: The packaging offers a consumer a certain percentage more of the
loss leader: the price of a popular product is temporarily reduced in order to stimulate
On-shelf couponing: Coupons are present at the shelf where the product is available.
purchased.
On-line couponing: Coupons are available on line. Consumers print them out and take
Mobile couponing: Coupons are available on a mobile phone. Consumers show the offer
Online interactive promotion game: Consumers play an interactive game associated with
the promoted product. See an example of the Interactive Internet Ad for tomato ketchup.
Rebates: Consumers are offered money back if the receipt and barcode are mailed to the
producer.
Point-of-sale displays:
Aisle interrupter: A sign the juts into the aisle from the shelf.
product.
Dealer loader: An incentive given to induce a retailer to purchase and display a product.
Trade contest: A contest to reward retailers that sell the most product.
Push money: also known as "spiffs". An extra commission paid to retail employees to
push products.
Trade discounts (also called functional discounts): These are payments to distribution
Political issues
Sales promotions have traditionally been heavily regulated in many advanced industrial nations,
with the notable exception of the United States. For example, the United Kingdom formerly operated
under a resale price maintenance regime in which manufacturers could legally dictate the minimum
resale price for virtually all goods; this practice was abolished in 1964.[1]
Most European countries also have controls on the scheduling and permissible types of sales
promotions. Germany is notorious for having the most strict regulations. Famous examples include
the car wash that was barred from giving free car washes to regular customers and a baker who
could not give a free cloth bag to customers who bought more than ten rolls.
MARKETING MIX FOR ICICI
Product:
ICICI LTD. Have 5 types of product in financial world. Bonds are the products, which
create a safety guard towards taxes. Fixed deposits could either be used as a source of regular
income for a specified period or could be a source of cumulative income after a specified period
of time.
Mutual Funds are the most suitable investment for the common man as it offers an
cost.
Price:
ICICI products are not highly trust worthy for the middle class families because of less
awareness but nowadays these products are highly demand because of goodwill. As per the
competition ICICI charges are also similar to the other organizations for ego Interest on F.D. are
according to the government regulation, Demat charges are according to the competitive
organizations, and etc. the charges of various products varies from time to time i.e. according to
Place
Agra is a place where I did my survey. Agra is a big city and total population of Agra is about 40
lakhs.
There are so many agents of ICICI working in Agra market, the main one under whom I had
Agra
Promotion:
There are some promoting tools that has been adopted by company.
Television:
ICICI product's advertisements can be find on approximately every channel ego DD 1, Metro,
News Paper:
Hoarding:
PRODUCTS OF ICICI
A product occupies a dominant position among the four element of marketing mix. In fact
planning & development of the marketing mix normally begins with a dear idea of the firms
product or service.
In the words of Philip Kotler," a product is anything that can be offered to a market for
1. BONDS: ICICI is offering for public subscription unsecured redeemable bonds in the nature
Tax Saving Bonds: Investors can avail of rebate under section 88 of the income tax act,1961
Regular Income Bonds: This bond has been designed keeping in view the need for a
regular income to meet expenses that are incurred on a regular basis. The product also helps
provide a source of income to individuals who have either a variable income (self employed
Money Multiplier Bond( in the nature of Deep Discount bond): Events such as a child's
wedding, education, purchase of a house, car etc, require a lumpsum at a particular point of
time. This product has been designed to meet these and similar such requirements. Each
money multiplier bond is the nature of Deep Discount bond will have a different face value
Children Growth Bond (in the nature of Deep discount bond): This bond has been
designed to provide for lump sum expenditure requirements once the child has growth up for
events
Pension bond: This bond has been designed to meet the needs of those who wish to plan
for their requirement. A monthly pension can be received by the investor after a selected wait
period. the wait period can be chosen on the basis of the age of the investor and the likely age of
requirement, after which pension bond would provide a monthly source of pension. The
monthly pension would comprise interest and principal repayments in the form of Annuity.
There shall be no re-payment of lumpsum principal at the time of maturity of the bonds.
2. FIXED DEPOSIT: Fixed deposits as the name suggests are investments yielding a fixed rate
of return. Fixed deposits are a good way to add stability to and investors portfolio. Their returns,
being fixed are not dependent on market conditions. It is well known to investor that how he is
going to earn and when his principal will be returned. There are several factors, which have to be
Returns: Returns are the chief deciding factor in case of any investment. These are of two
types, regular and cumulative. In case of regular returns, returns are paid on principal amount at
the end of specified period. While in case of cumulative returns, returns are calculated on
principal amount but are paid only at the time of mat6urity of the deposit.
Credit Rating: Some of the credit rating agencies like ICRA, CRISIL, and CARE which
rate the companies considering the factors like, profit, liquidity position, the assets, quality,
financial and managerial policies, available for absorbing the provisions etc.
Servicing: The kind of service that the company or the bank offers also plays a major role
Other services: The other services provided by different institution for different kind of
deposits are also considered for ego Loan against deposit, premature withdrawal facility and
12 15,000 9.75
24 15,000 10.75
36 15,000 10.50
3. RBI Relief Bonds: These are not the own product of ICICI but ICICI act as a broker of
government to the customers for providing these bonds. These are the bond having 8.50/0 rate
of interest and fully tax free bonds. The interest is received by the investor in any of the two
options i.e. half-yearly interest option (interest paid after six months) and cumulative interest
option ( interest is paid after the maturity period) . The investor may option any of the way to
1 :Bond Ledger account option: In this option the investor can open account through any of the
designated organization of his city for e.g. In Aurangabad the organizations are take SBI, SHCI
etc.
2. Direct Investment method: In the second option the investor directly send the amount to
Kanpur office through Demand Draft and as a response get their account opened.
Demat account can be opened with a registered depository participant which includes financial
v To identify major strengths & weakness of home loan segment of SBI and ICICI Bank.
v To measure the level of satisfaction with regard to services, interpersonal behavior &
work time schedule among the customers of SBI and ICICI Bank.
v To find out the customers views towards home loan schemes of SBI and ICICI Bank.
v To know the preferences of the customers between SBI and ICICI Bank in relation to
home loans.
CHAPTER 3 :
RESEARCH METHODOLOGY
(PETER EICH)
Research methodology is the way to systematically solve the research problem. In it we study the
various steps that are generally adopted by researcher in studying in his research problem along with the logic
behind them.
It is necessary for the researcher to know research method, technique & the methodology, researcher
also need to understand the assumption underlying various technique & they can decide that certain
techniques & procedures will be applicable to certain problem & other will not be.
To conduct a research in any field. It is necessary that is study method & a way to approach certain
things should be correct & is systematic way. Thus to start a survey of project, its methodology should be to the
point. It is correct methodology is the key to any survey
The success of any desertion work largely depends upon correct selection & the application of the
nature of the proposed study, nature of information to be covered in desertion.
For the exploratory research undertaken to study the satisfaction level & related issues among the
management trainees of State Bank of India, mainly collected two kinds of data, i.e. Primary data &
Secondary data.
SAMPLING DESIGN
Population Or Universe All the existing customers of State Bank of India &
ICICI bank.
Sampling Unit Customers of State Bank of India & ICICI Bank living
at AGRA city specially.
Sampling Size The sampling size of the study is 100 people from the
selected population.
COLLECTION OF DATA
Personal unstructured interview of the account holders and borrowers of the banks.
- 50 borrowers of SBI
- 50 borrowers of ICICI
Secondary data collection:-
Secondary data which has already been collected & analyzed by some one else-
CHAPTER 5 :
ANALYSIS OF DATA
SBI c) ICICI
HDFC d) Axis
3. How you introduce with this bank?
a) Newspaper c) Television
b)Public d) Employee
Yes b) No
5. What is the level of the behaviour of the bank employees towards the customers?
Best c) Good
6. Are the employees present on the counter when you visit the bank?
Yes b) No
7. What is the level of the services of enquiry, sitting facility and drinking water etc?
Best c) Good
Yes b) No
9. To improve ATM services what should do by bank ?
Both d) None
Yes b) No
High c) Medium
a) Yes b) No
CHAPTER 6 :
FINDINGS
Customer give preference to 70% Nationalized bank and 30% Private Bank.
Customer give preference to 40% State Bank of India, 15% ICICI Bank, 20% HDFC
Customer 75% satisfied with the services of the bank and 25% not satisfied with the
customers 30% Best, 15% Good, 25% Average and 30% Below average.
The employees present on the counter when 60% customers visit the bank and 40%
The level of the services of enquiry, sitting facility and drinking water etc i.e. 45% Best,
In which areas you face problem in bank services i.e. 10% Cash transaction, 15%
Customer service, 20% Issuing & payments of drafts, 35% Payments of out station
Customer have ATM card or want to 90% use this facility and 10% not used this facility.
The bank improved ATM services should be 30% More ATMs, 40% Free of charge, 20%
40% Customer have knowledge about the credit card and 30% not know about credit card
Customers give preference 10% to Private bank, 30% to Nationalised, 20% both and 40%
none of these.
customer have or wish to a 40% Personal Loan, 10% Home Loan, 25% Education loan
Customer have or wish to a fixed deposit policy i.e. 75% Yes and 25% No.
The level of trust and reliability on the bank 50% High, 30% Medium, 15% Low and 5%
Dont know.
CHAPTER 7 :
LIMITATIONS
Though every effort was made to make the report authentic in every sense, yet there are
few factors which might have their influence on the final report.
1. There was time shortage. Time provided to us was very short which make it
difficult for us to conduct survey at wider range.
2. Sometimes respondents did not respond well to all the questions in the
questionnaire.
3. Low cooperation from the bank executives make to struggle more, due to which
we were forced to restrict our sample size to 80.
4. Some biasness might have occurred in analysis. Because of lack of expert
knowledge.
5. Best efforts were made to incorporate all-important variables in study, yet chances
of some of variables not appearing in study are not ruled out.
6. Frequent developments in this sector can be a major reason of limitation in the
study
7. Biasness in views of respondents cant be ruled out 8.
Resistance to change sometimes affects view of respondents
CHAPTER 8:
SUMMARY AND CONCLUSIONS
Under training, Bank assign me to visit the various markets in Agra and formulate the
data regarding customer exists Bank & the services provided by that Bank. This learned me to
communicate & interact with different customers. My responsibility to tell the customers about
the various products and services of the Bank like saving account, current account , FDs and
other investment policies of Banks corporate agent AVIVA LIFE INSURANCE CO. This
gave me an opportunity to know that how can sale banking & insurance products. Sometimes
Bank provide me the basic knowledge of Bank operations. This made me aware about the
The exploratory study of customers perception and satisfaction of State Bank of India
and ICICI Bank, Agra branch helped me in understanding the basics of communication while
interacting with customer to know their views on bank performance. For collecting views of
to formulate Questions in order to get right type of specific information. I learned about open
ended questions, close ended questions, direct questions, indirect questions. The process of
designing Questionnaire helped me to learn about and understand different types of scales and
scaling techniques.
CHAPTER 9 :
SUGGESTIONS AND RECOMMENDATIONS
SUGGESTIONS
Banking business in the Modern banking scenario is very helpful to both Banks and
their customers. In the Modern scenario services like ATM, Phone Banking, Online Banking
and Debit/Credit Card are very useful to banks and their customers. All these components of
In older days, though not many people were directly involved with the banks but still the
whole process of the bank's day-to-day work was very tire-some and very time consuming. All
the works like maintaining of accounts, Ledger entries, complex calculations of each and every
customer was done manually which many a times resulted in mistakes & errors and getting
But now since the introduction of computers in today's concept of modern banking, all
the maintenance of accounts etc. have become a matter of just a few keys strokes with almost
So the whole banking business has become so very fast and easy to operate that even a
child of minor age can maintain his account by himself and all do kinds of interactions with the
bank.
So to conclude we can say that the concept of modern banking has contributed a lot in
the banking business and has helped to increase the customers of the bank as well as the quality
RECOMMENDATIONS
65% of the people run their own account in some or the other bank but 35% person does
not have any account in any bank. So this is the opportunity for the banks to increase
70% person have knowledge about ATM but 30%person have no knowledge about ATM
so if the bank grants knowledge to the persons about ATM. then bank can increase their
ATM service.
60% persons are aware with, the Debit Card/Credit Card.40% persons are not aware. So
this is the opportunity for the banks to increase their business of Debit Card and Credit
Card.
60% people have knowledge about online banking 40% people have not knowledge about
online banking. So the Banks should take step to aware to person about online banking.
20% people have Demat account, 80% person have no Demat account so this is also an
Bank Should go for expansion of both branchs and ATMs in all over the city & rural area
also.
QUESTIONNAIRE
a) Yes b) No
5. What is the level of the behaviour of the bank employees towards the customers?
6. Are the employees present on the counter when you visit the bank?
Yes b) No
7. What is the level of the services of enquiry, sitting facility and drinking water etc?
Best b) Good
a) Yes b) No
c) Both d) None
Yes b) No
High b) Medium
BIBLIOGRAPHY
Through Internet
www.sbi.co.in
www.icicibank.co.in