A PROJECT REPORT ON

HOW TO IMPROVE EFFICEINCY PARAMETER

STATE BANK OF INDIA

SUBMITTED BY:
NAMRATAH. RAVAL
MANSI C. MODY
SHWETA R. MANDORE

COLLEGE: ATHARVA INSTITUTE OF MANAGEMENT

STUDIES
COURSE: MMS (FINANCE)
BATCH: 2015-2017

ATHARVA INSTITUTE OF MANAGEMENT STUDIES

UNIVERSITY OF MUMBAI

PROJECT TOPIC: HOW TO IMPROVE EFFICEINCY

PARAMETER
Internship Report submitted to SBI in completion of the requirement of
Summer Internship at State Bank of India

Namrata H Raval
Mansi C. Mody
Shweta R. Mandore
Mrs. ShamparekhBagchi
(AGM, ORM)

INDEX
SR NO.
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16

PERTICULARS
Acknowledgement
Executive summary
About State Bank Of India
About Operational Risk management
Research methodology
Objective of the study
Main content- How to improve Efficiency
Parameters
What is Efficiency Parameters and Types of
parameters
CASA
Expenses to income ratio
Interest spread
Other income to income ratio
Transaction cost
Data analysis and Interpretation of 30 Branches
of Region 4
Suggestion and Recommendation
Conclusion

ACKNOWLEDGEMENT

PAGE NO.

I would like to thank STATE BANK OF INDIA for giving me the opportunity to intern in their esteemed
organization. These two months have been very enriching and have added immense value to my existing
knowledge.

It is not possible to prepare a project report without the assistance and encouragement of other people.
This is certainly no exception. I take this opportunity to express my gratitude to the people who have been
instrumental in the successful completion of this project.
Bearing in mind previous I am using this opportunity to express my deepest gratitude and special thanks
to the Mr. SophyMethew, GENERAL MANAGER of STATE BANK OF INDIA, MUMBAI LHO who in
spite of being extraordinarily busy with her duties, took time out to hear, guide and keep me on the correct
path and allowing me to carry out my project at their esteemed organization during my training.
I am thankful to Mrs. ShamparekhBagchi (AGM, Operational Risk Management) my mentor at
STATE BANK OF INDIA, MUMBAI LHO for her aspiring guidance, invaluably constructive
criticism and friendly advice during the project work. I am sincerely grateful to her for sharing
truthful and illuminating views on a number of issues related to the project.
I would also like to extend my sincere gratitude to the entire staff of the Operational Risk
Management Department, STATE BANK OF INDIA, MUMBAI, LHO for their warm welcome,
valuable inputs, assistance and support throughout the duration of the project.

EXECUTIVE SUMMURY
This project is prepared as a part of summer internship programme at State Bank of India. This report
deals with How to Improve Efficiency Parameter in State Bank of India.
The content which we have covered is as follows:
Firstly we have explain what is Efficiency Parameter and the meaning of those parameter which we
have covered in this project. Also we have explained which component comes under those parameter
and their formulas.

Next chapter is about analysis of branch data. We have visited various branches to know
how branches are doing business and to study which marketing strategy currently SBI
branches are using, which medium SBI is using to promote their product etc. I have
analyzed the efficiency parameter data of 1 year (march2015 to march2016) and to
understand what is the percentage, which branch has higher number of accounts, which
branch has lower number of accounts, what are the reasons behind high / low business. It is
noticed while doing the analysis of available data and the feedback that I received from
branches the areas where branches are lacking, factors which are affecting marketing of the
products of bank.
In the concluding part, based on my study, the available data and feedback received from
the branches, I have submitted my observations along with few suggestions and
recommendations to improve the business of branch, I have also suggested the extra efforts
that can be taken by the branches to boost the business.

ABOUT STATE BANK OF INDIA

The roots of the State Bank Of India rest in the first decade of 19 th century, when the Bank Of
Calcutta, later renamed the Bank Of Bengal, was established on 2 nd June 1806. The Bank of Bengal
and two other Presidency bank, namely the Bank of Bombay (incorporated on 15 th April 1840) and
the Bank of Madras (incorporated on 1 st July 1843). All three Presidency banks were incorporated as
joint stock companies, and were the result of the royal charters. These three banks received the
exclusive right to issue paper currency in 1861 with the Paper Currency Act, a right they retained
until the formation of the Reserve Bank of India. The Presidency bank amalgamated on 27 th January
1921, and the recognized banking equity took as its name Imperial Bank of India. The Imperial Bank
of India continued to remain a joint stock company.
Pursuant to the provision of State Bank of India Act (1955), the Reserve Bank of India, which is
Indias central bank, acquired a controlling interest in the Imperial Bank of India. On 30th April 1955
the Imperial Bank of India became the State Bank of India.
In 1959 the Government passed the State of India (Subsidiary Bank) Act, enabling the State Bank of
India to take over eight former State associated banks as its subsidiary. On Sept.13,2008, State Bank
of Saurashtra, one of its Associate Banks, merged with State Bank of India.

Associate banks
SBI now has one associate bank, down from the eight that it originally acquired in 1959. 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 Patiala (founded 1917)
State Bank of Mysore (founded 1913)
State Bank of Bikaner & Jaipur (founded 1963)
State Bank of Hyderabad (founded 1941)
State Bank of Travancore (founded 1945)
BharatiyaMahila Bank (founded 2013)

The banks which are merged are:

State Bank of Saurashtra (merged 2008)

State Bank of Indore (merged 2010)

State Bank of India is a banking behemoth and has 20% market share in deposits and
loans among Indian commercial banks.
SBI provides a range of banking products through its network of branches in India and
overseas, including products aimed at non-resident Indians (NRIs). SBI has 14 regional
hubs and 57 Zonal Offices that are located at important cities throughout India.
As of 2015-16, the bank had 198 overseas offices spread over 37 countries having the largest
presence in foreign markets among Indian banks. It has branches in Singapore, Moscow,
Colombo, Dhaka, Frankfurt, Hong Kong, Tehran, Johannesburg, London, Los Angeles, Male
in the Maldives, Muscat, Dubai, New York, Osaka, Sydney, and Tokyo. It has offshorebanking
units in the Bahamas and Bahrain, and representative offices in Myanmar, Bhutan and Cape
Town.
Further, State Bank of India (SBI) are an Indian multinational, public sector banking and
financial services company. It is a government-owned corporation with its headquarters in
Mumbai, Maharashtra. As of 2015-16, State Bank of India is one of the Big Four banks of
India, along with ICICI Bank, Bank of Baroda and Punjab National Bank.

The logo of the State Bank of India is a blue circle with a small cut in the bottom that depicts
perfection and the small man the common man - being the center of the bank's business. The logo
came from National Institute of Design(NID), Ahmadabad and it was inspired by Kankaria lake,[21]
Slogans: "PURE BANKING, NOTHING ELSE", "WITH YOU - ALL THE WAY", "A BANK OF
THE COMMON MAN", "THE BANKER TO EVERY INDIAN", "THE NATION BANKS ON
US"

ABOUT OPERATIONAL RISK MANAGEMENT

WHAT IS OPERATIONAL RISK?
Operational Risk is the risk of loss resulting from inadequate or failed internal process, people and
system or from external events. The continuously review system and control mechanisms, create
awareness of operational risk throughout your Bank, assignment risk ownership, align risk
management activities with business strategy, to ensure better capital management, to improve
quality of Banks Service/Product/Processes and ensure compliance with regulatory requirements,
which are the key element of your Banks Operational Risk Management Policy.

OPRATIONAL RISK MANAGEMENT

The term Operational Risk Management (ORM) is defined as a continual cyclic process
which includes risk assessment, risk decision making, and implementation of risk controls,
which results in acceptance, mitigation, or avoidance of risk. ORM is the oversight
of operational risk, including the risk of loss resulting from inadequate or failed internal
processes and systems; human factors; or external events.

RESEARCH METHODOLOGY
Research methodology is a methodology for collecting all sorts if information and data
pertaining to the subject in questions. The objective is to examine all the issue involved and
conduct situational analysis. The methodology includes the overall research design,
sampling procedure and fieldwork done and finally the analysis procedure. The
methodology used in the study consistent of sample survey using both primary and
secondary data.

DATA COLLECTION
The data can be collected from primary and secondary sources.
1. PRIMARY DATA: Following techniques are used for collection of primary data.
Asking questions to branch manager and other respective persons working
in the branch.
Interact with customers.
Observation.
2. SECONDARY DATA: Following techniques are used for collection of secondary
data.
Business silhouette site.
State bank of India site.
Annual report of SBI.

OBJECTIVE OF THE STUDY

Objective of this study are as follows:
To collect and analyze the efficiency parameters of the 10
branches of region 4 of SBI for the year 2015 and 2016.
To know the views of branch manager towards boosting the
business.
To know the organizational structure, working culture and
business segment of the branches.
To know the business environment in which the branch is
working.
To find out relationship between banks and customers.
To study the satisfaction of customers towards SBI.
Toidentify the factors that influence efficiency parameters.
To find out new techniques of marketing to increase the business
of the branch.

HOW TO IMPROVE EFFICEINCY PARAMETER BY 25%

What is Efficiency Parameter Ratio?

The efficiency parameter ratio, a ratio that typically applies to banks, in simple terms is defined as
expenses as a percentage of revenue (expenses / revenue), with a few variations. A lower
percentage is better since that means expenses are low and earnings are high. It relates to operating
leverage, which measures the ratio between fixed costs and variable costs.
Types of efficiency parameters:
Business per Employee
CASA (Current Account Saving Account)
Cost of Deposit
Expenses to Income Ratio
Gross Rate of Return
Interest Spread
Other Income to Income Ratio
Profit per Employee
Transaction Cost
Yield on Advances
In our report study we covered the 5 parameters of STATE BANK INDIA that is:
CASA (Current Account Saving Account)(%)
Expenses to Income Ratio (%)
Interest Spread (%)
Other Income to Income Ratio (%)
Transaction Cost (%)

CASA (%) (Current Account Saving Account)

Casa is basically the current and savings account deposits. The CASA ratio shows how much
deposit a bank has in the form of current and saving account deposits in the total deposit.
If the CASA ratio is higher than it means that a higher portion of the deposits have come from
current and savings deposit.
This means that the bank is getting money at low cost, since no interest is paid on the current accounts
and the interest paid on savings account is usually low.
Current and Saving Accounts are demand deposits and therefore pay lower interest rates compared to
term deposits where the rates are higher.
In India, interest rates paid on current and savings account deposits is administered by banking regulator the Reserve Bank of India.
Interest rate paid on Casa is much lower compared to other deposits like term deposits or recurring
deposits. While banks do not pay any interest on current account, interest paid on savings account deposit
is 4%.
Banks therefore make maximum effort to increase the share of Casa on their books to reduce their overall
cost of deposits. HDFC Bank has the highest share of Casa to total deposits at 52%, followed by the State
Bank of India at 48% and ICICI Bank at 45%.
What does CASA mean for customers?
Recently interest paid on savings account deposits is 4%. Banks pay interest on savings deposits on a
daily basis rather than paying on the minimum balance maintained by them in six months. As a result,
savings account customers earn better returns compared to what they earned a year ago.

FORMULA FOR CASA DEPOSITS:

CASA Ratio= (CASA Deposits / Total Deposits)

EXPENSES TO INCOME RATIO:

The expense to income ratio is calculated by dividing operating expenses by operating income. This ratio
measures the efficiency of our operations. It demonstrates the amount of expenses we incur in generating
our income. A lower ratio means we are more efficient.
Be it a bank or a manufacturing firm, controlling overheads costs is a critical part of any organization. In
case of banks, keeping a close watch on overheads would enable it to enhance its return on equity.
Salaries, branch rationalization and technology up gradation account for a major part of operating
expenses for new generation banks. Even though these expenses result in higher cost to income ratio, in
long term they help the bank in improving its return on equity. The ratio is calculated as a proportion of
operating profit including non-interest income (fee based income).

FORMULA FOR EXPENSES TO INCOME RATIO:

Expenses to income Ratio= Income / Expenses

INTEREST SPREAD (%)

In banking, the net interest rate spread is the difference between interest earned on loans, securities, and
other interest-earning assets and the interest paid on deposits and other interest-bearing liabilities.
Interest rate spread is the interest rate charged by banks on loans to customers minus the interest
rate paid by banks for demand, time, or savings deposits. The terms and conditions attached to
these rates differ by country, however, limiting their comparability.
HOW IT WORKS (EXAMPLE):
For example, let's assume XYZ Bank earned a weighted-average interest rate of 5% on its assets and paid
a weighted-average interest rate of 3% on its liabilities. XYZ Bank's net interest rate spread would equal
5% - 3% = 2%. Publicly traded banks typically report their interest rate spreads in their regular
disclosures.

FORMULA FOR INTEREST SPREAD:

Interest spread= Lending Rate (%) Deposit Rate (%)

OTHER INCOME TO INCOEME RATIO

Fee based income accounts for a major portion of a bank's other income. A bank generates higher fee
income through innovative products and adapting the technology for sustained service levels. This stream
of revenue is not depended on the bank's capital adequacy and consequently, the potential to generate the
income is immense. The higher ratio indicates increasing proportion of fee-based income. The ratio is also
influenced by gains on government securities, which fluctuates depending on interest rate movement in
the economy.
Other income largely constitutes of fee income such as commission, exchanges and brokerage fees. Banks
in developed countries derive nearly 50% of revenues from this stream. For Indian banks, such fees
contribute only about 15% -25% of the overall revenues.

FORMULA FOR OTHER INCOME TO INCOME RATIO:

OTHER INCOME TO INCOME RATIO=

OTHERINCOME/ TOTAL INCOME

TRANSACTION COST (%)

The banks to reduce expenditure through rationalization of branch and staff and adopt technological tools
to bring down the intermediation cost.
Transaction cost is represented by staff costs. The high transaction cost mainly includes un-remunerative
branches, considerable over manning and archaic method of operation.
The bank transaction cost in India is very high which in turn is reflected in the cost of the product. The
high level of transaction costs in our financial system is putting Indian industry and trade at a competitive
disadvantage. Apart from the high cost of finance in terms of interest rates, the nationalized banks are
charging various add on a cost which needs to be reviewed in the light of global competition and facilities
available in the market.
If bank has to provide the system of quick collection of outstation funds with most of the branches is still
not operational. As a result not only the collection of funds is delayed but the bank charges enormous
amount in the form of Outstation Cheque Collection Charges. A mechanism may be devised so that
immediate collection of funds on outside locations without any additional cost is made available by
banks. Alternately, the borrower is allowed to open a Current Collection account with Bank for speedy
and cheaper collection of its outstation funds.

DATA ANALYSIS AND DATA INTERPRETATION

In order to ascertain the various aspects, reasons and difficulties faced by the SBI branches in
performance of business and efficiency parameter, we had decided to visit the branches of
region 4 which are not doing that well to get feedback from Branch Managers, Banking staff
and also we interact with customers to know their views about particular branch services.
In our observation we analyse the efficiency parameters of each branch and also analyse
weather branch provide proper service to their customers or not, and also we recommended
some strategy for the banks to improve their business.
We have prepared and standardized the questionnaire which will help me in getting the
detailed and correct feedback from them. The same is furnished below. Based on the feedback
and the interaction that we had with Branch Managers and customers a detailed analysis is
made and the outcome of the same is furnished somewhere in my project report.

DATA OF EFFICEINCY PARAMERS OF THE 30 BRANCHES

OF SBI:
1. Vasai Road West (60384)
OBSERVATION OF BRANCH
Particulars
Parameters selected for

Observations
CASA

the Study

Expense to Income Ratio

Interest Spread
Other income to income ratio

Footfall in the Branch

Transaction Cost
Approx 200 per day mainly pensioners, housewives,

Purpose of visit

semi-skilled labour and non-home customers

Pass Book Printing, Loan enquiry, SBI Life enquiry,

Scope of business in the

Cash Transactions
Car loans, home loans, education loans

Branch
Constraints

This branch was changed from Bank Of Saurashtra to

at

the

Branch

SBI, so many customers are not aware about these

Opportunities to increase

SBI branch. Branch manager was easy-going

The branch has to do more marketing

efficiency
Solutions

advertisement to aware more customers.

Need to do door to door marketing to aware about

Strengths

the branch and various schemes.

There is good scope for business. Branch has very

and

good infrastructure. All the machines are available in

the branch.

2.Navghar Bassien Road (2184)

Particulars

Observations

Parameters selected for

CASA

the Study

Expense to Income Ratio

Interest Spread
Other income to income ratio

Footfall in the Branch

Transaction Cost
Approx 400 per day mainly pensioners, housewives,

Purpose of visit

semi-skilled labour and non-home customers

Pass Book Printing, Loan enquiry, SBI Life enquiry,

Scope of business in the

Cash Transactions, enquiry for lockers.

Car loans, home loans, education loans, gold loan.

Branch
Constraints

The branch is located near railway station and the

at

the

Branch

customer coming to this branch has pensioners and

Opportunities to increase

housewife, branch has to give them proper guidance.

This branch is in a large premise. Branch was doing it

efficiency

really well, there was no pending work. Branch

Solutions

should continue it in the same way.

Since branch is located near railway

station,

therefore by putting a banner over there bank has to

Strengths

get more other customers and doing more business.

There is good scope for business. Proper security,
good infrastructure, grahakmitra, CDM, swayam is
there. A watchman is there to help customers, who
are not aware about to use machines. Separate
counter for different work.

3.Vasai East (12939)

Particulars
Parameters selected for

Observations
CASA

the Study

Expense to Income Ratio

Interest Spread
Other income to income ratio
Footfall in the Branch

Transaction Cost
Approx 200 per day mainly pensioners, housewives,

Purpose of visit

semi-skilled labour and non-home customers

Pass Book Printing, Loan enquiry, SBI Life enquiry,

Scope of business in the

Cash Transactions
Car loans, home loans.

Branch
Constraints

The branch is located in residential area and a lot of

at

the

Branch

non-home customers came to this branch. The

customers coming to this branch have good banking

Opportunities to increase

knowledge, but branch does not have swayam.

Since branch is located in residential area therefore

efficiency

branch has to do more marketing and advertising in

Solutions

different other area also for more business.

Branch has to do door to door marketing to get more
customers by follow ups.This can increase our CASA

Strengths

as well as other parameter.

There is huge scope for business. Because of good
employee attitude and smooth working.

4.Bassien Vasai (326)

Particulars
Parameters selected for

Observations
CASA

the Study

Expense to Income Ratio

Interest Spread
Other income to income ratio

Footfall in the Branch

Transaction Cost
Approx 200 per day mainly pensioners, housewives,

Purpose of visit

semi-skilled labour and non-home customers

Pass Book Printing, Loan enquiry, SBI Life enquiry,

Scope of business in the

Cash Transactions, enquiry for lockers.

Car loans, home loans, education loans, gold loan.

Branch
Constraints

The branch is located near market area and there are

at

the

Branch

so many non-home customers who

Came here but branch does not have CDM and

Opportunities to increase

swayam.
Branch has to do more marketing in outside area and

efficiency

also put a banner of different schemes which helps to

Solutions

catch up business from different areas.

Since non-home customers mostly

came

here

therefore branch has to install CDM because most of

Strengths

customers are aware about the banking technology.

There is good scope for business. Branch has good
infrastructure and also branch manager is helpful in
nature.

5.Nallasopara West (10414)

Particulars

Observations

Parameters selected for

CASA

the Study

Expense to Income Ratio

Interest Spread
Other income to income ratio
Transaction Cost

Footfall in the Branch

Approx 200 per day mainly pensioners, housewives,

semi-skilled labour and non-home customers

Purpose of visit

Pass Book Printing, Loan enquiry, SBI Life enquiry,

Cash Transactions

Scope of business in the

Car loans, home loans, education loans

Branch
Constraints

The problem was connectivity issues, due to poor

at

the

Branch

connectivity branch cannot provide proper service to

their

Opportunities

to

increase efficiency

customers.

Branch

also

does

not

have

grahakmitra.
Since the branch is located in residential area, 50%
of the house wife and senior citizens came to this
branch at their convenience for some work or

Solutions

enquiry, so grahakmitra is must.

We can have private connectivity for such areas.

Strengths

There is scope for business. Because employees are

good,

smooth

working

branch,

facility, a lot of transactions.

6.Nallasopra East (12940)

Particulars
Parameters selected for

Observations
CASA

the Study

Expense to Income Ratio

Interest Spread
Other income to income ratio
Transaction Cost

proper

seating

Footfall in the Branch

Approx 200 per day mainly pensioners, housewives,

Purpose of visit

semi-skilled labour and non-home customers

Pass Book Printing, Loan enquiry, SBI Life enquiry,

Scope of business in the

Cash Transactions
Home loans, education loans.

Branch
Constraints

Postal service was not up-to-date, as in the postman

at

the

Branch

did not prefer going to the nearby slum areas. 70% of

the customers are illiterate; therefore the scope of
other income is very less. Also they dont prefer to

Opportunities to increase

use the current technology.

Employees in this branch must be little calm, so that

efficiency

they can deal with illiterate customers, and make

Solutions

them understand ways.

There are lot of unauthorized buildings nearby
branch; bank does not give loan since they dont
have development agreement, and so they need to
market outside the area.
There is good scope for business. Service manager is

Strengths

very good and helpful. Good working condition.

7.Naigaon West (17295)

Particular

Observations

s
Parameter

CASA

s selected Expense to Income Ratio

for
Study

the Interest Spread

Other income to income ratio
Transaction Cost

Footfall in Approx 5 to 8 per day mainly pensioners, housewives, semi-skilled

the

labour and non-home customers

Branch
Purpose

Pass Book Printing, Loan enquiry, Cash Transactions

of visit
Scope

of

Home loan,

business
in

the

Branch
Constraint
s

at

This is new branch, and not much developed area.

the

Branch
Opportuni
ties

By doing marketing, we can increase business or we can aware them

to about the agriculture loans or about schemes like sukanya.

increase
efficiency
Solutions

Since it is a new branch and undeveloped area, branch has to do

Strengths

outside marketing.
There is scope for business. By doing marketing, we van increase
business or we can aware them about agriculture loan or small loans
or about the schemes like sukanya.

8.Virar East (11756)

Particular

Observations

s
Parameter

CASA

s selected

Expense to Income Ratio

for

the

Interest Spread

Study

Other income to income ratio

Footfall in

Transaction Cost
Approx 100 per day mainly pensioners, housewives, semi-skilled

the

labour and non-home customers

Branch
Purpose

Pass Book Printing, Loan enquiry, Cash Transactions, SBI life enquiry.

of visit
Scope of

Home loan, education loan.

business
in

the

Branch
Constraint

There were a lot of connectivity issues here. Due to connectivity

problem branch does not provide proper service to their customers.

at

the

Branch

50% of the customers came here is illiterate, so they dont prefer to

Opportuni

use machines.
The employees in this branch were behaving in very polite manner, so

ties

they can handle their customers by givethem proper help and

to

increase

guidance. Also to increase the business branch has to do outside

efficiency
Solutions

marketing by going door to door or putting banner near area.

Since non-home customers frequent this branch, they could be

Strengths

migrated to nearby branch where CDM is installed.

There is scope for business. By doing marketing, we van increase
business. Very good employee attitude here, smooth working.

9.Dahisar West (13040)

Particula

Observations

rs
Paramet

CASA

ers

Expense to Income Ratio

selected

Interest Spread

for

Other income to income ratio

the

Study
Footfall

Transaction Cost
Approx 100 per day mainly pensioners, housewives, semi-

in

skilled labour and non-home customers

the

Branch
Purpose

Pass Book Printing, Loan enquiry, SBI Life enquiry, Cash

of visit
Scope of

Transactions
Car loans, home loans, education loans.

business
in

the

Branch
Constrai

Big problem is some of the employees are not having good attitude

nts

towards customers and we too experienced the same. Branch

at

the

manager is not having a clear picture about the flow of the branch.

Branch
Opportu

Attitude of the staff in this branch is very bad. If this got

nities to

improved problem can be solved. As this is the residential area

increase

they can bring business on the large scale by doing marketing.

efficienc

Here the crowd is less. So 1 employee can achieve the target.

y
Solution

By doing marketing in different area branch catch up more business

s
Strength

by follow ups.
There is good scope for business. Infrastructure is good.

Business can be done in huge.

10.Dahisar East (4664)

Particu

Observations

lars
Param

CASA

eters

Expense to Income Ratio

selecte

Interest Spread

Other income to income ratio

for

the

Transaction Cost

Study
Footfal

Approx 200 per day mainly pensioners, housewives, semi-skilled

l in the

labour and non-home customers

Branch
Purpos

Pass Book Printing, Loan enquiry, SBI Life enquiry, Cash

Transactions

of

visit
Scope

Car loans, home loans, education loans

of
busine
ss

in

the
Branch
Constr

Employee attitude problem. This is very crowded branch. All the

aints

documents and papers were not placed properly. Very messy branch.

at

the

Branch
Opport

Here employee can migrate 40% of the crowd towardsswayam CDM

unities

so that the crowd in the branch can be minimized. Employee attitude

to

can be changed towards customers for improving these things.

increas

Branch manager can take meeting with the employee.

e
efficien
cy
Solutio

If employees behaviour is polite, then customers get happy with

ns

the service.

Streng

There is good scope for business. Business is voluminous.

ths

Different counters which improved efficiency. So this was the good

Sign of the branch.

11. Mira Bhayender East (17030)

Particulars
Parameters selected for

Observations
CASA

the Study

Expense to Income Ratio

Interest Spread
Other income to income ratio

Footfall in the Branch

Transaction Cost
Approx 60 per day mainly pensioners, housewives,

Purpose of visit

semi-skilled labour and non-home customers

Pass Book Printing, Loan enquiry, SBI Life enquiry,

Scope of business in the

Cash Transactions
Car loans, home loans, education loans

Branch
Constraints

This

at

the

Branch

Branch

does

not

encourage

non-home

customers. The Branch is located near posh area and

the customers coming to this branch have banking

Opportunities to increase

awareness, but still does not have CDM.

This Branch is in a large premises. The other Branch

efficiency

in Mira Road which is near Mira Road Station if

merged with this Branch, non-home customers can

Solutions

make use of the CDM machine installed there.

Since non-home customers frequent this branch, they
could be migrated to nearby branch where CDM is

Strengths

installed.
There is good scope for business.
Maxis Mall is situated in front of the Branch. The

footfall in the mall can be

targeted for marketing

Banks products. The footfall in the Branch being

less, the manpower could be better mobilised to
source business.

12. Mira Bhayender (11695)

Particula

Observations

rs
Paramet

CASA

ers

Expense to Income Ratio

selected

Interest Spread

for

Other income to income ratio

the

Study
Footfall

Transaction Cost
Approx 120 per day mainly pensioners, housewives, semi-skilled labour

in

and non-home customers

the

Branch
Purpose

Pass Book Printing, Loan enquiry, SBI Life enquiry, Cash Transactions

of visit
Scope of

Car loans, home loans, education loans

business
in

the

Branch
Constrai
nts

Branch manager is very easy-going and customers cannot

understand whatever he is speaking.

at

the

So if any customers want to talk regarding the scheme they

Branch

couldn't understand what the branch manager was saying.

.

Opportu
nities to

crowd is more. Business can be brought

at large extent.

increase

home loan, car loan customers

efficienc

are more so we can brought business

by this.

Solution

If the branch manager is changed, possibilities is like we can

increase our business to the greater extent.

s
Strengths

.
There is a good scope of business

13. Mira road(11755)

Particula

Observations

rs
Paramet

CASA

ers

Expense to Income Ratio

selected

Interest Spread

for

Other income to income ratio

the

Study
Footfall

Transaction Cost
Approx 120 per day mainly pensioners, housewives, semi-skilled labour

in

and non-home customers

the

Branch
Purpose

Pass Book Printing, Loan enquiry, SBI Life enquiry, Cash Transactions

of visit
Scope of

Car loans, home loans, education loans

business
in

the

Branch
Constrai
nts

D'mart is in front of the branch. But no marketing isheldd in this

branch.

at

the
Branch
Opportu
nities to
increase

.
by doing marketing or we can put hoardings and banners
about the schemes so that we can improve the bank in all

efficienc
y
Solution

.
This can increase our CASA as well as other parameter.

s
Strength

There is huge scope for business.

14.BHAYENDER (5318)
Particula

Observations

rs
Paramet

CASA

ers

Expense to Income Ratio

selected

Interest Spread

for

Other income to income ratio

the

Study
Footfall

Transaction Cost
Approx 60 per day mainly pensioners, housewives, semi-skilled labour

in

and non-home customers

the

Branch
Purpose

Pass Book Printing, Loan enquiry, SBI Life enquiry, Cash Transactions

of visit
Scope of

Car loans, home loans, education loans

business
in

the

Branch
Constrai
nts
the
Branch

at

Employee attitude was not good.

CASA was going down because of BMC fund.
CDM is there but not updated and pass book printer is not
available so far, hence the branch was getting crowded.

Opportu
nities to

There should be job rotation, so that the employees are not

bored of the same work.

increase

They have maxus mall opposite to the branch and can keep

efficienc
y
Solution
s
Strength
s

their stall in that mall.

We can migrate people towards CDM and swayam, this way branch will
get less crowded and employee can focus on other work.
There is good scope for business.
NEFT, RTGS takes place in this branch
branch is very big .

15. Phathak RoadBhayander(west)(17031)

Particula

Observations

rs
Paramet

CASA

ers

Expense to Income Ratio

selected

Interest Spread

for

Other income to income ratio

the

Study
Footfall

Transaction Cost
Approx 60 per day mainly pensioners, housewives, semi-skilled labour

in

and non-home customers

the

Branch
Purpose

Pass Book Printing, Loan enquiry, SBI Life enquiry, Cash Transactions

of visit
Scope of

Car loans, home loans, education loans

business
in

the

Branch
Constrai
nts
the
Branch

at

Branch premise was huge, but was not utilized properly

Also the rent was too much and due to which branch cannot make
profit.

Opportu
nities to

There is a hospital just opp to branch, where they can keep the
stall and get the account opening from there itself.

increase

Also there is MTNL office in the same compound, so they can tie

efficienc
y
Solution
s
Strength
s

up with the MTNL group.

This can increase CASA by. 25%.

Infrastructure is best. This is the New branch.

Beside this branch there is a MTNL office by which we
can make great business

16.BHAYENDER EAST (15740)

Particula

Observations

rs
Paramet

CASA

ers

Expense to Income Ratio

selected

Interest Spread

for

Other income to income ratio

the

Study
Footfall

Transaction Cost
Approx 60 per day mainly pensioners, housewives, semi-skilled labour

in

and non-home customers

the

Branch
Purpose

Pass Book Printing, Loan enquiry, SBI Life enquiry, Cash Transactions

of visit
Scope of

Car loans, home loans, education loans

business
in

the

Branch
Constrai
nts
the
Branch

at

Branch premise was huge, but was not utilized properly

Also the rent was too much and due to which branch cannot make
profit.

Opportu
nities to

There is a hospital just opp to branch, where they can keep the
stall and get the account opening from there itself.

increase

Also there is MTNL office in the same compound, so they can tie

efficienc
y
Solution
s
Strength
s

up with the MTNL group.

This can increase CASA by. 25%.

Infrastructure is best. This is the New branch.

Beside this branch there is a MTNL office by which we
can make great business

17. MIRA INDUSTRIAL ESTATE(6967)

Particula

Observations

rs
Paramet

CASA

ers

Expense to Income Ratio

selected

Interest Spread

for

Other income to income ratio

the

Study
Footfall

Transaction Cost
Approx 60 per day mainly pensioners, housewives, semi-skilled labour

in

and non-home customers

the

Branch
Purpose

Pass Book Printing, Loan enquiry, SBI Life enquiry, Cash Transactions

of visit
Scope of

Car loans, home loans, education loans

business
in

the

Branch
Constrai
nts
the
Branch

at

Branch premise was huge, but was not utilized properly

Also the rent was too much and due to which branch cannot make
profit.

Opportu
nities to

There is a hospital just opp to branch, where they can keep the
stall and get the account opening from there itself.

increase

Also there is MTNL office in the same compound, so they can tie

efficienc

up with the MTNL group.

y
Solution

This can increase CASA by. 25%.

s
Strength
s

Infrastructure is best. This is the New branch.

Beside this branch there is a MTNL office by which we
can make great business

18. BOLINGE NAKA (17567)

Particula

Observations

rs
Paramet

CASA

ers

Expense to Income Ratio

selected

Interest Spread

for

the Other income to income ratio

Study
Footfall
in

Transaction Cost
Approx30 per day mainly pensioners, housewives, semi-skilled labour

the and non-home customers

Branch
Purpose

Pass Book Printing, Loan enquiry, SBI Life enquiry, Cash Transactions

of visit
Scope of Car loans, home loans, education loans
business
in

the

Branch
Constrai
nts
the
Branch

at

Branch premise was huge, but was not utilized properly

Also the rent was too much and due to which branch cannot make
profit. This branch is new and people are not aware of this branch.

Opportu
nities to

There are newly constructed buildings in that area so we can bring business
from there.

increase
efficienc
y
Solution
s
Strength
s

This can increase the overall business by 25%.

Infrastructure is best. This is the New branch.

19. VARTAK ROAD VIRAR BRANCH (60381)

Partic
ulars
Para
meter
s
select
ed for
the
Study
Footf
all in
the
Branc
h
Purpo
se of
visit
Scope
of
busin
ess in
the
Branc
h

Observations
CASA
Expense to Income Ratio
Interest Spread
Other income to income ratio
Transaction Cost
Approx60 per day mainly pensioners, housewives, semi-skilled
labour and non-home customers

Pass Book Printing, Loan enquiry, SBI Life enquiry, Cash

Transactions
Car loans, home loans, education loans

Const
raints
at the
Branc
h

Oppo
rtunit
ies to
incre
ase
efficie
ncy
Soluti
ons

Server is always low. There is a stortage of staff. Token

system is not there.grahakmitra is not there.There is only
one cash counter for cash withdraw and deposit. No
constant branch manager it changes within 6 months.1
employee is blind and service manager is having a health
issue so most of the times she do not come so all load
comes on branch manager
Staff are not aware of HUF.
Branch is good but if some of the issues are solved then this branch
can bring good business as it is situated near railway station.

Appreciation to the employees in this branch is needed, so that they wrok

on behalf of other staff, when they are on leave.

Stren
gths

This is near railway station so this the strength of the branch

20. Virar west (4880)

Particulars
Parameters
selected

Observations
CASA

for Expense to Income Ratio

the Study

Interest Spread
Other income to income ratio

Footfall

Transaction Cost
in Approx 60 per day mainly pensioners, housewives, semi-skilled

the Branch
labour and non-home customers
Purpose
of Pass Book Printing, Loan enquiry,
visit
Scope

Transactions
of Car loans, home loans, education loans

business

in

the Branch
Constraints
at

SBI

Life

enquiry,

Infrastructure is very bad.

the

Branch
Opportunitie

This is situated in market yard so this can bring business uptp an

s to increase extent.
efficiency
Solutions
Strengths

Cash

This can increase CASA by. 25%.

This is very old branch so people are aware of this branch.
Beside this branch there is a MTNL office by which we
can make great business

21. Borivali west (551)

Particulars
Parameters

Observations
CASA

selected for

Expense to Income Ratio

the Study

Interest Spread
Other income to income ratio
in

Transaction Cost
Approx 300 per day mainly pensioners, housewives, semi-

the Branch
Purpose
of

skilled labour and non-home customers

Pass Book Printing, Loan enquiry, SBI Life enquiry, Cash

visit
Scope

of

Transactions
Car loans, home loans, education loans, SBI Life products,

business

in

Mutual Fund products.

Footfall

the Branch
Constraints

The branch staff expressed that although they got

at

Mr.KishoreBiyanis account to branch books they were not

the

Branch

adequately appreciated and hence they are upset. The staff

Opportunitie

requires to be motivated.
There are 5-7 commercial offices housed in the same building

s to increase

of the branch premises. There is scope for opening Savings

efficiency

Bank , Recurring Deposit, and marketing SBI Life products.

Good scope for CASA deposits.
There is a

huge Exhibition ground opposite the branch

premises which offers an excellent opportunity. Marketing of

Bank products could be done thereat when the exhibition is
open; by either taking up a stall / sponsorship/ putting up
appropriate banners etc. The footfall at the exhibition could be
a source from where the Banks products could be marketed.
There is good scope for getting HNI business as expressed by
the Staff.

Solutions

Monetary or non-monetary incentives can be of great help to

the employees in form of motivation. Giving good customer

Strengths

service will attract business for the branch.

There is good scope for business. Branch has a good
reputation among customers. Also the branch manager is
energetic and is working for the growth of the Branch.

22. Borivali IC Colony (13041)

Particulars
Observations
Parameters selected for the Study
CASA
Expense to Income Ratio
Interest Spread
Other income to income ratio
Transaction Cost
Footfall in the Branch
Approx 100 per day mainly pensioners, housewives, semi-skilled labour and nonhome customers.
Purpose of visit
Pass Book Printing, Loan enquiry, SBI Life enquiry, Cash Transactions.
Scope of business in the Branch
Car loans, home loans, education loans.
Constraints at the Branch
There were no young employees.
Opportunities to increase efficiency
This branch is located near catholic area so during Christmas they can have stalls.
Solutions

Customers in this branch

were more of NRIs so good
amount of money was
deposited.
If the young employees are put in this branch, it will
Employees
really
work morewere
efficiently.
good.
Strengths

23. Vazira, Borivali, Mumbai (6441)

Particulars
Parameters

Observations
CASA

selected for

Expense to Income Ratio

the Study

Interest Spread
Other income to income ratio

Transaction Cost
Footfall
in Approx 250 per day mainly pensioners, housewives, semiskilled labour and non-home customers; of which more than
the Branch
50-60% of the customers visit for cash transactions.
Purpose
of Pass Book Printing, Loan enquiry, SBI Life enquiry, Cash
visit
Scope

Transactions.
of Car loans, home loans, education loans, SBI Life products

business

in

the Branch
Constraints
Service manager is not customers-friendly. Many of the
at
the customers of the branch do their transaction from non-home
Branch
branch. The staff attitude is not positive which is a big hurdle
for business and customer service at the branch.
Opportunitie The location of the branch is an asset to the branch. The
s to increase branch is situated in residential locality with approx. 40
efficiency
buildings. The Branch should cultivate good relationship with
the Housing Societies. When there is an opportunity, the
branch can participate in their cultural events by
sponsorship. There are many food joints nearby. By putting
up attractive
banners at strategic locations, the Bank
products could be marketed.
Solutions
With a change in attitude of the Branch manager and the
Service manager, the customers will transact from the
home branch. Many of the customers prefer to go nearby
branches.
Strengths
Location of the branch is excellent.
With better customer service and
customer-friendly
attitude,
the
branch can increase its business with
very little effort.

24. Chandavarkar Lane Borivali (West) (11691)

Particula

Observations

rs
Paramete CASA
rs

Expense to Income Ratio

selected

Interest Spread

for the

Other income to income ratio

Study
Footfall

Transaction Cost
Approx 150 per day mainly pensioners,
housewives, semi-skilled labour and nonhome customers; of which 75% of the
customers visit for cash transactions.
Pass Book Printing, Loan enquiry, SBI Life

in the
Branch
Purpose
of visit
Scope of
business
in the
Branch

enquiry, Cash Transactions.

Car loans, home loans, education loans, SBI
Life products

More than 50% of the customers are nonConstrain home customers who come for depositing
ts at the
cash. There is only one cash counter. There is
Branch
no CDM and therefore the branch becomes
crowded. Due to this the branch customers do
not get best customer service.
Opportun
ities to
increase
efficiency

Solutions

This branch is located near residential area;

with about 20 buildings where the Banks
products can be marketed. There are 50-60
shops nearby to whom the Banks products
can be marketed. Both these sources needs to
be targeted.
If CDM is installed, there would be less crowd in the
branch.

Strength
s

Customers of other branches eg.Vazira,

visit this branch as this branch is giving
good customer service. This good feeling
of the customer can be converted to
business if better opportunity is given to
the staff to mobilize business as they are
at present completely involved in day-today work.

25. Gorai Br. Borivali (West) (11754)

Particulars
Observations
Parameters selected for the Study
CASA
Expense to Income Ratio
Interest Spread
Other income to income ratio
Transaction Cost
Footfall in the Branch
Approx 200 per day mainly pensioners, housewives, semi-skilled labour and nonhome customers. 75-80% of the customers are non-home customers for cash
transactions.
Purpose of visit
Pass Book Printing, Loan enquiry, SBI Life enquiry, Cash Transactions.
Scope of business in the Branch
Car loans, home loans, education loans, SBI Life products
Constraints at the Branch
Many of the customers are not aware of the Banks deposit and loan products.
There are no posters and/or banners to advertise Banks products. There is 1 cash
counter and no CDM and Swayam. The branch therefore becomes over crowded.
There is no exclusive person to market Cross selling products even though there is
opportunity.
Opportunities to increase efficiency
This branch is located near residential area with around 40 buildings. There are 3040 shops in the locality. Extensive marketing efforts targeted to Housing societies
and shops will bring business to branch books.

Staff are customer-friendly. The branch has

a good ambience. Cross selling has pickedup in the branch.

Solutions
Extensive marketing by advertising through posters and
banners is urgently to be done so that the customers
know about the Banks products. Queries that are raised
should be recorded and with systematic follow-up can be
converted to business.

Strengths

26. Yoginagar (13872)

Particulars
Parameters

Observations
CASA

selected for

Expense to Income Ratio

the Study

Interest Spread
Other income to income ratio

Footfall

in

the Branch
Purpose

of

visit
Scope
of
business
in
the Branch
Constraints
at
the
Branch
Opportunitie
s to increase
efficiency

Solutions

Transaction Cost
Approx 200 per day mainly pensioners, housewives, semiskilled labour and non-home customers; of which more than
50% customers visit for cash transactions.
Pass Book Printing, Loan enquiry, SBI Life enquiry, Cash
Transactions
Car loans, home loans, education loans

There was no Grahakmitra. The Branch Manager herself

does the marketing and also attends the customers who
visit the branch.
The branch is located near the residential area with about 70
buildings. There are about 30 shops in the locality.
Opposite the branch there is a huge ground where exhibition
is held. The Branch can think of keeping their stall at the time
of the exhibition to market Banks deposit and loan products
and also cross-selling products.
If Grahak Mitra is posted in this branch, the Branch Manager
can concentrate more on business growth.

Strengths

There is good scope for business from the residential area and
from the business community. There is demand for lockers,
which can give the branch source of other income. Don
Bosco School is nearby. Banks products can be marketed to
the teaching and non-teaching staff of the school.
The staff in this branch are customer-friendly. Many customers
visit the branch for doing NEFT and RTGS transaction.

27.Borivali Mandpeshwar Rd SBS(60227)

Particulars
Parameters

Observations
CASA

selected for

Expense to Income Ratio

the Study

Interest Spread
Other income to income ratio

Footfall

in

the Branch

Transaction Cost
Approx 300 per day mainly pensioners, housewives, semiskilled labour and non-home customers; of which more than

Purpose

of

two-third of the customers visit for cash transactions.

Pass Book Printing, Loan enquiry, SBI Life enquiry, Cash

visit
Scope

of

Transactions
Car loans, home loans, education loans, gold loans.

business

in

the Branch
Constraints
at

the

Branch

Opportunitie
s to increase
efficiency
Solutions

Branch Manager is very easy-going and Service Manager

behaves rudely and not customer-friendly.
If there is some problem in the Branch regarding pass-book
printing or similar situation, the matter does not reach to the
Branch Manager or the Service Manager for finding a
solution.
There are about 20 grocery shops, about 10 jewellery shops
and few travel agencies. Current accounts with suitable
facilities can be offered to these shop-owners.

Some change in the attitude of the Service Manager and the

Branch Manager would be beneficial for the Branch and
retention of its customers.
Strengths
Service Manager is hard working but her responses are
not customer-friendly. There is good scope for developing
business in the area.

28. M.G.RoadBorivali (East)(16682)

Particulars
Parameters

Observations
CASA

selected for

Expense to Income Ratio

the Study

Interest Spread
Other income to income ratio

Footfall

in

the Branch
Purpose

skilled labour and non-home customers. The majority of the

of

visit
Scope
of
business
in
the Branch
Constraints
at
Branch

Transaction Cost
Approx 60 per day mainly pensioners, housewives, semi-

the

customers come for cash transactions

Pass Book Printing, Loan enquiry, SBI Life enquiry, Cash
Transactions
Car loans, home loans, education loans.

This branch is located near slum area.

The premises is large but only 2 counters are functioning
and approx. 10 counters are not functioning. A large part of
the premises can be put to alternate productive use. The
rent of the premises is very high which has an impact on the
expense to income ratio.

Opportunitie
s to increase
efficiency

Solutions

There is a big exhibition ground near the branch premises.

Whenever exhibitions are open, the Branch could take up their
own stalls or do other innovative methods of advertising and
publicity about the Banks deposit and loan products to attract
customers and bring business to the branch. As the Branch is
close to the highway the branch can take the location to its
advantage by putting up attractive banners, increase the
visibility and encourage queries which can be converted to
business by further follow up.
The premises of Nancy Colony Branch is also very big where
half of the premises is vacant. If there is a possibility of
merging these two branches, there could be savings in rent.
If the attitude of the branch manager is changed then the
branch can retain its home customers.

Strengths

The infrastructure in the branch is very good. The staff are

customer friendly

29. Borivali East (4666)

Particulars
Parameters

Observations
CASA

selected for

Expense to Income Ratio

the Study

Interest Spread
Other income to income ratio

Footfall
in
the Branch

Transaction Cost
Approx. 300 per day mainly pensioners, housewives, semiskilled labour and non-home customers of which more than
50% of the customers visit for cash transactions.

Purpose

Pass Book Printing, Loan enquiry, SBI Life enquiry, Cash

of

visit
Scope
of
business
in
the Branch

Transactions
Car loans, home loans, education loans, gold loans.

Constraints
at
the
Branch

Opportunitie
s to increase
efficiency

Solutions

Strengths

Since the footfall in the branch is mostly for Cash

transaction, efforts need to be made to decrease the rush in
the branch by installing CDM and migrating the customers
to the machine.
The Grahakmitra is blind.
The majority of the footfall in the branch is of non-home
customers. The branch customers therefore do not get
service properly due to over-crowd.
Customers are happy with the employees due to their good
service. There is large number of queries about Banks
products which can be converted to business if followed up
systematically.
This way they can increase their customer base.
The Branch is situated in a big residential area of approx. 500
flats.
If at least 50% of the non-home cash transactions can be
migrated to CDM one employee can be spared for other
productive work.
It is important that the branch retains and markets Banks
products to the Branch customers to increase business for
the Branch.
The staff are motivated and are giving good customer service.
Extremely good infrastructure and employees are too good.

30. Nancy Colony Borivali (E) (16719)

Particulars
Parameters

Observations
CASA

selected for

Expense to Income Ratio

the Study

Interest Spread
Other income to income ratio

Footfall

in

the Branch
Purpose
visit

Transaction Cost
Approx. 80 per day mainly pensioners, housewives, semiskilled labour and non-home customers; of this, more than

of

50% of the customers visit for cash transactions.

Pass Book Printing, Loan enquiry, SBI Life enquiry, Cash
Transactions

Scope
of
business
in
the Branch
Constraints
at
the
Branch
Opportunitie

Car loans, home loans, education loans.

s to increase

may be put up at some strategic location to attract the

efficiency

interest of the visitors. Branch can examine the feasibility of

There is not much awareness of this branch.

There is a National Park near this branch. Attractive banners

putting up stalls in a nearby place of the Park around festival

season etc.
The Branch is located near the Bus station. The location
advantage can be made use of by putting up attractive
banners and encourage queries which can be gradually
Solutions

converted to business for the Branch by follow up.

By putting up attractive banners about the Banks deposit
and loan products, queries can be expected from the public
which may give an opportunity to market Banks products.

Strengths

35-40%

of

the

branch

customers

NetBanking. The customers have a

have

migrated

to

good rapport with the

branch staff.

SUGGESTION AND RECOMMENDATION:

Customer awareness programme is required so that more people should attract towards SBI
products and services

SBI should adopt specific strategies and medium to reach out to its targeted

customers.
Dedicated staff or special marketing team is required for each who can do the
marketing of the product by visiting various profit making corporate and

institutes.
If there are any kind of hidden charges than that must disclose to customers before
giving them services or product.

SBI must take some steps so that customers can get their service or product on
time. Like verification by customers care that one customer is got their product or

not. It must be before a certain date so necessary steps can be taken.

SBI should more concern about physical verification rather than phone

verifications so it will avoid fraud or cheating.

Attractive posters and banners stating silent features are required to make targeted

customers aware about the scheme.

For the better services new offer would be required.
Personal mail or text message regarding Scheme should be sent to every eligible

customer to make him/her aware about the schemes.

Before deducting or charging any monetary charge SBI must consult with

customers.
Employee should polite towards customers so they are able to get their service

proper.
Employee should be trained to convince the people about different schemes and to

deposit in SBI.
It is the duty of the bank to disclose all the material facts regarding product and

schemes. Like interest charge, repayment period and other types of charges etc.
Special schemes should be implemented to encourage customers.
SBI should go for large scale area specific marketing campaign through Local

Media, Local News Papers, displaying Hoardings etc.

Recruitment of more staff and organizing training programs for staff will help in

enhancing Business.
Special cash incentives or rewards should be given to the staff for achieving

targets to encourage the staff in boosting the business.

SBI must focus on segmentation based on customers knowledge product offering

based on customer demand.

SBI must take feedback of customers regarding features and services.

CONCLUSION
From the analysis part it can be conclude that some branches not doing well so they has
to do more and using different strategy for marketing to increase their business and also
improvement in efficiency parameters.
The bank has a wide customer base; also customers have a good respond towards SBI
product and services, so the bank should concentrate on this to retain these customers.
It is observed that branches are putting up some efforts in this regards. However, are not
enough to reach expected and budgeted growth. Further it is noticed that there are
certain factors which we feel due to which branches are not in position to market their
product and in turn resulted into low growth and penetration. We furnish some of them
below:
Non availability of machines.

Staff shortage.
No dedicated marketing teams
Illiterate customers.
Lack of knowledge to staff
Non availability of publicity material e.g. poster, pamphlets, broacher etc.
Use of incorrect marketing strategy
Non usage of appropriate medium to promote the product.
Connectivity issues in some areas.

In present scenario SBI is the largest product issuer in India. Within a very short period of time
the achievement made by SBI is excellent. What a normal bank cannot expect. But it is being
done by SBI. It happens due to employee dedication toward the SBI, fastest growing Indian
economy and brand image.
I am sure SBI will adopt suitable strategies for marketing of their product and also SBI
believe in providing proper service to their customers which is a key factor for success
in future and also improve the efficiency parameter of bank.