Awareness of mobile banking and its various facilities

Exit this survey

1.

1. Age Group:
Age Group: 18-25

26-30

31-45

46 and above

2. Occupation:
Occupation: Salaried

Self Employed

Student

Homemaker

3. Do you have savings account with State Bank of India?

Do you have savings account with State Bank of India?

Yes
No

4. How do you prefer to do banking transactions? Please rank

1 2 3
Over internet

Over mobile internet

 1 2 3
Over mobile banking

Visiting bank
5. Have you heard of mobile banking?
Have you heard of mobile banking?

Yes
No

6. Have you used mobile banking in the recent past?

Have you used mobile banking in the recent past? Yes

No

7. How frequently do you use mobile banking for banking transactions?

How frequently do you use mobile banking for banking transactions? Never

Sometimes

Most times

Always

8. Do you feel that doing transactions on mobile banking is complicated?

Do you feel that doing transactions on mobile banking is complicated? You bet, its difficult to understand.

Its not that difficult

It's easy to use

It can't get easier

9. How did you come to know of mobile banking?

 How did you come to know of mobile banking? Friends

Colleagues at work

Through internet

Bank promotions

Accidentally

10. What do you use the mobile banking for?

What do you use the mobile banking for? Check Bank Balance

Do Funds Transfer

Bill Payments

Trading

Mobile Recharge

Other

11. Do you use the mobile banking service of:

Do you use the mobile banking service of: Public Banks (SBI and SBI Group Banks)

Private Banks

Public and Private Banks

I do not use mobile banking

Next

Awareness of mobile banking and its various facilities

Exit this survey

2. Page 2: State Bank or/ as well other banks

1. Please check the bank(s) whose mobile banking service you use
Please check the bank(s) whose mobile banking service you use State Bank of India

ICICI Bank

HDFC Bank

CITI Bank

Others

2. In your knowledge, how would you rank the mobile banking service of the following banks
1 2 3 4
State Bank of India

ICICI Bank

HDFC Bank

Citi Bank

Others
3. I would rate the my overall experience with mobile banking as:
I would rate the my overall experience with mobile banking as: Very good

Good

Neutral

Poor

Very Poor

4. I have no experience of using mobile banking. What makes it difficult to use is:
 I have no experience of using mobile banking. What makes it difficult to use is: Not available through my bank

Concerned about security

My Phone does not support it

I don't know if it can be supported on my phone

Too new. I would like to see how it works first

Haven't taken time to follow/ download

Too technical type

Other reasons

5. If an SBI customer, have you heard of SBI Freedom?

If an SBI customer, have you heard of SBI Freedom? Yes

No

Not applicable

6. If a user of SBI Freedom, would you say mobile banking is easy to use?
If a user of SBI Freedom, would you say mobile banking is easy to use? Strongly Agree

Agree

Disagree

Strongly Disagree

Not Applicable

Prev Done

Mobile Banking: Issues & Challenges

 Mobile phone ownership significantly exceeds bank account usage, suggesting that many mobile phone users have very limited or no
access to basic financial services.
The number of mobile phone connections in India is estimated to be about 440 million, reaching roughly 38% of the countrys
population.
The services can be accessed 24 hours a day from anywhere, meaning savings in travel costs and time.
Security of financial transactions, being executed from some remote location and transmission of financial information over the air,
are the most complicated challenges that need to be addressed jointly by mobile application developers, wireless network service
providers and the banks' IT departments.
But, undoubtedly, the technology to perform secure transactions is available. So technology is not an issue. It is how we link the
processes together. The RBI has already published guidelines for mobile banking operations.
No banking-related mobile viruses or malware yet.
While the first level of mobile-based banking service - in the nature of information like balance enquiry, SMS alert for credit or debit,
status of last five transactions, and other information providing servicesis operational, the second or standard level in the nature of
financial transactions such as payments, transfers and stop payments is yet to take off.
The move has major implications for telecom companies as well as banks since it will throw open opportunities for launching new
financial services to suit the mobile banking medium and customers who are not affluent. As of now, mobile banking is available only
to customers who have a bank account.
To meet the long term objective of a nation-wide mobile payment framework, there is a need for a robust clearing and settlement
infrastructure operating on a 24x7 basis. Banks are yet to enter in to suitable multilateral arrangements to create mobile switches /
inter-bank payment gateways as allowed by the Reserve Bank of India.
RBI has limited mobile banking services to existing customers of banks and insists on document based registration with mandatory
physical presence of customers, before commencing mobile banking service.
Issues of classification of transactions at point of sale terminals being treated as mobile sales implies daily transaction limit needs to
be hiked.
In addition to enabling small transactions and small balances to be handled through mobile without the need for opening a
conventional bank account we are also able to link it to establishing the identity with absolute certainty and definitive mode many of
the unnamed fears would also evaporate because a mobile device then can become not only a device on which financial transactions
can take place but also identity can be established and that is exactly the direction in fact in which the UID Authority under Nandan
Nilekani is working. A lot of these services will be available even on the mobile phone including a Yes or No type of answer and if these
services can be linked to the mobile device, then it clearly becomes a tool of empowerment for the people in the villages for identity
and for financial purposes.

Telecom Station -- express yourself

Mobile banking in India - Perception and Statistics

Team, Vital Analytics

Over the last few years, the mobile and wireless market has been one of the fastest growing markets in the world and it is still growing at a rapid
pace. Mobile phones have become an essential communication tool for almost every individual. Advent of mCommerce has managed to take mobile
VAS to next level, adding tremendous value to telecommunication industry. Mobile banking which is an integral part of mCommerce has become very
popular among mobile users ever since its existence in 2007. It creates new, convenient communication and fast financial transactional channel for
mobile users which is accessible from anywhere, anytime.

Checking account information, balance available, credit/debit card information, cheque status, setting alerts , payment reminders, locating ATMs and
bank branches, accessing mini statement, accessing loan and equity statements, insurance policy management, placing orders for cheque books etc
via mobile phones are some of the services offered in mobile banking. With multiple access channels such as SMS, downloadable client, mobile
Internet (WAP) mobile banking is encouraging mobile users more to explore the service.

Mobile banking services - insights and reports

Based on data gathered in April 2009 for Feb/March mobile banking urban Indian customers checking account balance is the most frequently cited
reason for using mobile banking. 40 million Urban Indians used their mobile phones to check their bank account balances followed by viewing last
three transactions. ICICI bank continues to maintain its leadership extending in mobile space, 42% of all mobile banking users bank with ICICI,
followed by HDFC (25.3%).

Mobile banking report: Most popular services and income profile (Two month ended March 2009, Urban Indian Mobile Phone Users).

Figure -1 Statistics on most popular mobile banking services

Filtering the data further to understand which income groups in urban India use mobile banking more. As depicted in the chart below, mobile banking
is most used by subscribers falling in Rs. 1 Lakh to Rs. 2.99 Lakhs income bracket followed by less than Rs 1 Lakh income bracket.Therefore it is
observed, mobile banking is more popular among low income group of mobile users than higher income group of mobile users.
 Figure - 2 Mobile banking users Income profile

Many believe that mobile users have just started to fully utilize data capabilities in their mobile phones. Service providers are every day coming up
with new services, providing methods to make the solution more easy to use, implementing techniques to improve security, launch of 3G is providing
higher data transfer rate and invention of new phones more frequently is driving mobile users towards subscribing to mobile banking services. In
India, where mobile subscribers far exceed fixed line subscribers because of better mobile infrastructure in comparison to fixed line infrastructure has
made mobile banking much more appealing in India today. Various players involved in providing mobile banking services (banks, financial institutions,
service providers, operators etc) are therefore expecting a potential growth in mobile banking industry in India.

By Vital Anaytics Team

About Vital Analytics

Vital Analytics a pioneer in measuring mobile space in India and a reliable source of mobile marketing intelligence.

State Bank of India recently launched a service called SBI Freedom. With SBI Freedom, customers can use facilities like
balance inquiry, mini statement, fund transfer, cheque book issuance, mobile recharge and bill payment at any time and place
through the use of their cellphones. SBI will soon be adding rail and air ticket booking and shopping to
this service.

A customer is registered when he or she sends an SMS to 567676 prefixed with the area code. The service is activated either
after the password is verified at an ATM or by the bank branch when the customer appears in person. This makes the system
foolproof. People living in remote areas and students would benefit the most from this service.

With SBI Freedom, your bills can be paid or money sent to the loved ones or balance inquiries done anytime 247. SBI
Freedom offers convenience, simple, secure, anytime and anywhere banking.
 The limit for daily fund transfers and bill payments is Rs 5,000 and Rs 10,000 respectively. Currently the facility will be
available only on Java-enabled mobile phones with GPRS connections. Customers can get the software for the service installed
at any of the banks branches for free through Bluetooth technology.

The service is presently available on java enabled mobile phones over SMS/ GPRS/ WAP as also non java phones with GPRS
connection. The service can be availed over the free GPRS facilities offered by various mobile service providers. The services for
other non-Java mobile phones is offered using Unstructured Supplementary Services Data (USSD).

With SBI Freedom, you can do:

Funds transfer (within and outside the bank using NEFT)

Enquiry services (Balance enquiry/ Mini statement)
Request services (cheque book request)
Bill Payment (Utility bills, credit cards)
M-Commerce (Mobile Top Up, Merchant payment, SBI life insurance premium)

The Mobile Banking Service will be available to all the customers having a satisfactory running account (Current/ Savings). The
customers will have to register for the services.

Daily transaction limits for fund transfer and bill/ merchant payment will be Rs.5000 and Rs.10,000 respectively per customer
with an overall calendar month limit of Rs.30,000.

The service will be carrier-agnostic i.e. all customers can avail the mobile banking service with the Bank irrespective of the
service provider for their mobiles.

The service is free of charge. However, the cost of SMS / GPRS connectivity will have to be borne by the customer.

You can download the Mobile App to your mobile phone or PC.

How to Download SBI Mobile Banking Application to your Mobile Handset

The Mobile Banking Application can be downloaded using (i) Bluetooth (ii) Datacable

Using Bluetooth
 STEP I: Downloading the Mobile Banking Application from website
1. On the website www.sbi.co.in click on Mobile Banking under Services. Click on Download Mobile Banking Application.
You will be directed to a site for downloading the application.
2. Choose your mobile make from the drop down options on the left side and then select your mobile model from the list
displayed.
3. You will get two options (i) Download application to PC (ii) Download application to mobile.
4. If you have GPRS connectivity, choose the second option. You will receive a WAP link over SMS. You can download the
application by clicking on the link.
5. If you do not have GPRS connectivity, choose the first option to download the application to PC/laptop.
6. The mobile banking application which is compatible with the model chosen by you will be saved on your PC.
STEP II: Download the Application from PC to mobile handset using Bluetooth
1. Install the Bluetooth on the PC/ laptop, if not already available, using the CD provided by the manufacturer.
2. Insert the Bluetooth dongle in the CPU. This works like a pendrive.
3. Click on the Icon of Bluetooth on Desktop. A screen will open up.
4. Please ensure the Bluetooth in your mobile is on and it is visible for other mobile devices.
5. Click on My Bluetooth and choose Bluetooth Device Discovery.
6. The mobiles which are in the vicinity of the computer having Bluetooth which is ON will be shown on the screen.
7. Right click on the icon of the concerned mobile and choose Pair Device.
8. A screen will open up asking for a Passkey. Enter any key of your choice.
9. The message will be sent to the concerned mobile and the same key has to be entered there for pairing it with the
computer.
10. Right click on the mobile icon and choose Refresh Services. The service available for the mobile will be highlighted on
the top of the screen.
11. Choose Bluetooth Object Push Services and click the right button of the mouse and choose Send Object.
12. In the window displayed under files of types at the bottom choose All Files.
13. In the screen under Desktop you will find the file that was downloaded from website. It will be labeled SBIFreedom.
Choose the same.
14. The file will be sent to the chosen mobile. It has to be accepted by the recipient mobile and the file will be downloaded.
Another method of using Bluetooth is explained below
1. Locate the SBIFreedom file on the computer and right-click the file icon. Select Send To -> Bluetooth and the mobile
phone if it is displayed in the list.
2. If the phone is not displayed in the list, select Other -> a window titled Select Device appears.
3. Select the phone in the list and click OK.
4. Bluetooth file transfer begins.
5. Note: If the computer has not been previously paired as a trusted device with the phone, this needs to be done by
setting an arbitrary passkey on the phone and re-typing it on the computer to authenticate the file transfer.
6. On the phone, a prompt may appear requiring authorization of the file transfer. Click Yes to receive the file. (This step
is skipped if you have set you computer as a trusted device in the phones Bluetooth settings)
7. A New Message Received indicates the file transfer is complete. Open the message to begin the installation process.
8. Switch of the Bluetooth function in the mobile when it is not used as phones are susceptible to virus attacks.

Using Data Cable

If your computer is not equipped with Bluetooth, it is possible to transfer the SBI Mobile Application you downloaded
from www.sbi.co.in/mobilebanking to your phone over USB using the mobile manufacturer software which came with the
mobile. For e.g. use Nokia PC Suite software if you are using a Nokia mobile to transfer the SBI mobile application to your
phone.

How to Register for SBI Freedom Mobile Banking Service

The registration process for Mobile Banking Service consists of two processes : (i) Over mobile handset (ii) At SBI ATM or at
branch

Process over mobile handset

Step I

Send a SMS to 567676 (e.g.MBSREG Nokia 6600). You will get a User ID, default MPIN and a link by SMS which can be used to
download the application if you have GPRS connectivity. If you have a non-java mobile phone with GPRS connection, you can
use the Mobile Banking Service over WAP (explained under WAP based Mobile Banking Service). If you have a non java
mobile phone without GPRS connection, you can use Mobile Banking Service over USSD which will be introduced by the Bank
shortly.

Step II

If GPRS connectivity is not available, please do the following. Download the application on your PC by going to the website.
After downloading, transfer application to your mobile using the data cable that was received along with the phone. If the phone
and the PC have Bluetooth facility you can transfer the application from the PC to the handset via the Bluetooth. If these are not
feasible you may get assistance from the branch for installing the application on your handset.

Step III

After installation of the application, please login using the User ID received in the SMS. The User ID is case sensitive and has to
be entered as received over SMS.

After opening the mobile banking application, you will be prompted to change the MPIN. If not prompted, please select
Settings from Main Menu and choose Change MPIN. The default MPIN has to be entered in the old MPIN and a new
MPIN of your choice (6 digits) in the new MPIN which has to be confirmed by entering the new MPIN once again in
Confirm new MPIN. Send the request. You will receive the confirmation of change in MPIN over SMS. THE MPIN SHOULD
HAVE SIX CHARACTERS ONLY.

Process at branch or SBI ATM

After completing the above process, you can complete the registration at the Home Branch of your account or at the nearest SBI
ATM.

At the branch, fill up the required form which will be entered into the system and your account will be activated next day.

At the ATM, after swiping the Debit Card, please choose the opt ion Services and then select Mobile Banking. Under
Mobile Banking, choose the option to Register, enter your mobile number and re-enter the number to confirm registration.
You will receive a SMS regarding activation of your account. You can then use all the services offered under the Mobile Banking
Services.

For using WAP based Mobile Banking Service

The service will be available over all mobile phones (java / non java) which have GPRS connectivity for GSM users or data
connectivity for CDMA users.

The registration process will be the same as for application based service i.e. in two phases over mobile phone followed by
process at ATM or branch.
 The process over mobile phone, though essentially same as detailed above, will be done through the Browser of the mobile
phone. The procedure is described below:

1. Send a SMS to 567676 (e.g.MBSREG Nokia 6600).

2. User ID and default MPIN will be received over SMS
3. Open the browser of the mobile phone
4. Enter the following address - http://mobile.prepaidsbi.com/sbiwap/
5. A screen will be displayed asking for Login id and Pin.
6. Enter the User ID and the default MPIN in the respective fields and select Login.
7. The next screen will ask for WAP login id which will be received over SMS.
8. Enter this WAP login id in the browser screen. If the mobile phone does not facilitate accessing the Inbox while using
another screen, the user will have to exit the browser and then open the inbox to access the SMS having the WAP login id. The
user will open the browser again and follow the procedure detailed above to enter the Login id and default MPIN. The next
screen will ask for WAP Login id. Enter the number received over SMS and select Send.
9. If details entered are correct, the next screen with the Main Menu of the Mobile Banking Service will be displayed.
10. Change the default MPIN by selecting Settings from Main Menu and choosing Change MPIN. The default MPIN
has to be entered in the old MPIN and a new MPIN of your choice (6 digits) in the new MPIN which has to be confirmed by
entering the new MPIN once again in Confirm new MPIN and submit.
11. Confirmation regarding successful change in MPIN and validation will be received over SMS and also displayed on the
screen.
12. Complete the registration process by registering at Home branch of your account or at SBI ATM as described above
under Process at branch or SBI ATM

Usage of Facilities under Mobile Banking Service

For using any of the facilities of Mobile Banking Service, the user has to follow steps from (3) to (8) as described above.
However, under step (6), the user has to enter the User ID and MPIN which has been changed to one of his choice. The Main
Menu will be displayed after the WAP login id is entered and submitted. The usage of the facilities would be same as in
application based Mobile Banking Service.

RESEARCH METHODOLOGY

Statement of Problem:-
 Why the market share of SBI in SME advances is not improving?

Explanation of the Problem:-

SBI being the largest lender to the business community is losing its market share to private banks and
other nationalized banks. SMEs have always been a crucial part of its large advances portfolio. But
since last few years we are losing our customers because of dissatisfaction of customers or
inefficiency in services. So the bank has decided to dig in the root causes for reduced market share
and device mechanism to improve the market share through improved customer services.

Research Objective:-

To find out the market share of SBI in SME advances in our locality
To find out the reasons for low market share.
Examine how effective customer service can lead to improved market share.

Research Design:-
Descriptive Research.

Research Methodology

Coverage
Location: Naroda Road, Ahmedabad
Population: SME units in the Naroda Road area.

Data Collection
Sources
 Primary:-
Primary data was collected from the SMEs in Naroda Road area through questionnaire.
Secondary: - E-circulars, internet, handbook on SME products.
Sample Unit:- An SME unit in the Naroda Road area
Sample Size:- 50
Sampling Method:- Simple Random Sampling
Tools
Questionnaire administered personally.

Expected Contribution of the Study

This project report will be helpful the bank to know the ground reasons for low market share and ways
to improve the market share through efficient customer services.

Beneficiaries

State Bank of India

Limitations

The analysis is based on the responses collected from 50 sample SME units; hence the inferences
cannot be applied to all the SMEs.
Respondents may be biased towards their responses. So the analysis and findings may not be
accurate.

SWOT ANALYSIS
Strengths Weaknesses

Brand Name Inability to market our products

Trustworthiness of the Bank Inefficiency of frontline staff in

services
Largest Branch Network, highest
ATMs Lack of co-ordination between
branch and SMECCC / RACPC
Most competitive Products

Dedicated and committed

employees

Effective technology
implementation

Opportunities Threats

Industrial and economic

growth Personalized services from co-
leads to increased finance needs operative banks

Largely untapped market, willing to Dissatisfied customers leads to
avail finance from bank negative word of mouth publicity

SMEs can provide low cost deposits Unsafe lending by Pvt. And Co-op.
easily Banks.

High commitment for the business in Lack of confidence in SBI services

SME segment Unfriendly attitude of our staff
towards customers
Most effective alternate channel
products at a lower cost to customers

FINDINGS OF THE PROJECT

SBI is losing its market share in SME advances due to poor customer services. Following are
the difficulties which a customer faces at an SBI branch. It also includes why a customer is
not ready to bank with SBI?

Plethora of products/ schemes is confusing the users as well as the staff.

Our processes are cumbersome, delaying the credit decision making.

Inability to provide efficient services at the counters in the areas such as clearing, collection, cash
management, etc.

In traditional businesses, the trader is an entrepreneur by lineage, the business having been passed on
for generations and he learns the trade from childhood in a family environment. The Bank has failed to
recognize this and asks for high collateral.

Their credit requirements are less sophisticated and not as many products are needed, as those for
industry.

Trade customers seek trust and long-term relationship with the Bank and not a technical and narrow
interpretation of rules.

ONE STOP SHOP concept is not implemented well in SBI. The unit has to co-ordinate with multiple
branches of SBI.

Lack of co-ordination between Branches and SMECCC / RACPC

 Attitude of staff of SBI is not friendly with the customers

Prompt information for the customers query is not provided by SBI staff

The units wants personalized services like cheque collection by bank, cash delivery by bank etc., which
SBI is not providing

Proximity of our Branch to units business place is very far

Terms of conditions are relatively easy in co-operative banks as compare to SBI

Long queue is created for Cash deposit, cash withdrawal and passbook printing in the branch.

The customers are not getting statements of their account as and when requested from them

Pay-in-slips are not acknowledged by our bank, when the customer drops cheque in drop box.

As the pay-in-slips are not provided to the customer in advance, he/she has to take it from branch and fill
the details there only. So it creates crowd in the branch and waste customers time.

The customer complains that the staff is reluctant to issue Demand Drafts to non-account holder in SBI

Customers feel that our staff is not fully acquainted with the technology and computer functions, which
creates delay in transactions

RTGS / NEFT facility is not efficient as compared to Pvt. Sector banks.

Currency exchange rates are not displayed in the branch.

Even though we advertise facility for currency exchange through Western Union Money Transfer, most
of the times the service is not available at the branch or the staff is not fully acquainted with the
procedure.
 At SBI there is unnecessary delay in transaction due to duplication of work.

Customer perceives that too many documents are required in taking a loan from SBI

Value of customers time is not understood by the bank personnel

The customer is asked to submit the stock statements to SMECCC every month which creates hurdles for
smooth services

Our major competitor nationalized bank Bank of Baroda provides Mediclaim facility with Savings Banks
Account, which attracts customer to bank with Bank of Baroda

The co-operative banks in the locality gives personalized services to the units

Co-operative banks intimate the units if the balance is running against the cheque drawn, so that the
incident of return of cheque can be avoided. Such cheque protection facility provided by SBI.

Once the cheque is returned , the customer is not informed immediately

CONCLUSION

Market share of SBI in SME advances is not significant. We are losing our valued customers to
competitors.
Failure to deliver prompt services to customer is the major reason behind reducing market share.
Too many schemes are confusing our staff as well as our customers. There needs to be clarity of schemes
in our staff.
The frontline services like cheque collection, cash management and clearing are not efficient and are
major cause of dissatisfaction among customers.
Most of the customers feel that the documentation and processing procedure are more stringent and
time consuming in SBI.
SUGGESTIONS & RECOMMENDATION TO ENHANCE THE MARKET SHARE THROUGH IMPROVING
CUSTOMER SERVICES

Bank can think of establishment or tie up with some collection agency for collecting cheques from
customers unit

For premium customers, the bank should provide cash pick up facility

We should provide pay in slips in advance to our current account holders to facilitate day to day
transactions smoothly

Queue Management System should be installed in the branch as soon as possible

We should encourage our employees to reduce transaction time in cash department and do not let the
queue to be created

A statement request box in the customer visibility should be provided

Passbook printing function should be assigned to efficient and fast employee

Exhaustive list of all the documents should be made available and known to our employees, so that they
can help the customer with the required information at one go.

A telephone connection should be provided to the person who handles clearing transactions. This will
enable him to intimate the customer immediately, if the funds are not sufficient in the account or a
cheque is returned

Cash department employees should be acquainted with SMS alert facility, so that they can encourage the
customer to use SMS alert facility. They can also encourage the use of ATM cards for withdrawal by
customer.
 Bank can come up with a product like Mediclaim with Savings Bank A/C to attract low cost saving bank
deposits

For customer satisfaction we should acknowledge the counter foil of pay in slips before dropping a
cheque in drop box

We should make sure that RTGS / NEFT facilities are efficiently performed at branch

The use of alternate channels like Mobile Banking, Internet Banking and ATM should be encouraged
among the customers, to reduce footfalls in the branch.

Front line staff should aggressively talk our SME advance facility
Existing customers should be incentivized to recommend our SME advance facility to other traders
Product and document related information should be made available online. Customer should be able to
download the form online.
There should be some mechanism for rewarding the referrals
Further simplify our schemes, reduce their number, and provide further simplified application/ appraisal
forms to quicken the lending procedures
Improve upon the pricing of other related banking services
Provide efficient handling of cash and collections
REFERENCES
C. Sankarnarayananan, Handbook of SME Products for Marketing, State Bank Staff College, page no. 1
www.sbi.co.in [cited September 10, 2010]
www.rbi.gov.in [ cited September 10, 2010]
www.statebanktimes.com
APPENDICES
QUESTIONARE
Company Name: ______________________________________________________________________

Name / Designation of the Respondent: ___________________________________________________

Location: ____________________________________________________________________________

Contact Details: ______________________________________________________________________

1. What is the product/service that your company offers?

__________________________________________________________________________

2. What would be the approximate annual turnover of the company?

Less than 25 lacs
25-50 lacs
50-100 lacs
Above 1 Crore
3. With which bank do you have banking relations?
State Bank of India
Bank of Baroda
The Navnirman Co-operative Bank Ltd.
The Vijay Co-operative Bank Ltd.
Other ( Please Specify ) ___________________
4. What kind of banking facilities you are availing from your bank?
Deposit Accounts
Credit Facilities
Alternate Products
None
5. What kind of credit facilities do you avail / would like to avail from your bank?
Cash Credit
Over Draft
 Demand Loan
Term Loan
LC / Bank Guarantee

6. The exposure of the credit facility availied or to be availed is :

Upto 5 lacs
5 - 20 lacs
20 - 50 lacs
Above 50 lacs
7. What are the parameters you consider while availing a credit facility from a bank?
Customer Service
Trustworthiness of bank
Competitive Rate of Interest
Easy Processing and Sanction
Others ( Please Specify ) _____________________
8. Would you like to avail credit facility from SBI?
Yes
No
(If No, then please answer question 8, If Yes, then please answer question 9)

9. If you do not want to avail credit facility from SBI, it is because of :

Bitter past experience Y / N
Lack of knowledge about SBI products Y / N
Lack of confidence in service Y / N
Stringent documentation and Processing time Y / N
Satisfied from current bank Y / N
10. If you want to avail credit facility from SBI, it is because of :
 Trust and transparency
Low Rate of Interest
Long Banking relations with SBI
Largest Public Sector Bank
Others (please specify)______________________
11. Describe the qualitative services provided by your bank.
_______________________________________________________________________________________________________________________
__________________________________________________________________________________________________________

12. Any suggestion you would like to give to improve Customer service of SBI?
_______________________________________________________________________________________________________________________
________________________________________________________________________________________________________________________
_____________________________________________________________