PROJECT REPORT

ON
“A STUDY ON CUSTOMER SATISFACTION TOWARDS
BANKING SERVICES OF STATE BANK OF INDIA IN
KOLKATA REGION”

IN FULFILMENT OF
BACHELOR IN BUSSINESS ADMINSTRATION (BBA)
SESSION (2014 - 2017)

Maulana Abdul Kalam Azad University of Technology

SEMESTER – BBA (6TH SEMESTER)

INSTITUTE OF MANAGEMENT STUDY

93,Mukundapur Main Road, KOLKATA – 700099

Submitted by:
Name: Vishal Jaiswal
University Registration No: 141942010038 of 2014-2015
University Roll No: 19405014038

Under the Guidance of

Prof.SnigdhaBasu

1
 DECLARATION

I do hereby declare that this project work entitled “A STUDY ON

CUSTOMER SATISFACTION TOWARDS BANKING SERVICES

OF STATE BANK OF INDIA IN KOLKATA REGION” submitted by

me for the partialfulfilmentoftherequirement for the award of Bachelor in

Business Administration (BBA) is a record of my own research work.

The report embodies the finding based on my study and observation and

has notbeen submitted earlier for the award of any degree or diploma to

any Institute or University.

PLACE: Kolkata SIGNATURE:

DATE:29-05-17 NAME:Vishal Jaisawal

ADDRESS: Howrah

2
 CERTIFICATE

This is to certify that the project report entitled “A STUDY ON

CUSTOMER SATISFACTION TOWARDS BANKING SERVICES

OF STATE BANK OF INDIA IN KOLKATA REGION” has been

prepared by MrVishal Jaiswalunder my supervision and guidance, for the

fulfilment of Bachelor in Business Administration. Hisfieldworkis

satisfactory.

Signature of Guide

Guide’s Name: Prof.SnigdhaBasu

3
 “A STUDY ON CUSTOMER
SATISFACTION TOWARDS
BANKING SERVICES OF STATE
BANK OF INDIA IN KOLKATA
REGION”

4
 TABLE OF CONTENT

SR.NO. CONTENTS PAGE NO.

1. CHAPTER -1 7-27
Introduction of BankingServices

2. CHAPTER -2 29-52
Introduction of the company
 Objective
 Scope
 Limitation

3. CHAPTER -3 54-80
Data analysis and interpretation
4. CHAPTER -4 82-86

 Findings
 Suggestion of the study
 Conclusion
5. Reference 87

Questionnaire 88-91
Chapter-1
 INTRODUCTION OF BANKING

DEFINITION OF BANK:-
Banking Means "Accepting Deposits for the purpose of lending or Investment of

deposits of money from the public, repayable on demand or otherwise and withdraw by

cheque, draft or otherwise."

- BankingCompanies (Regulation) Act,1949

ORIGIN OF THE WORD “BANK”:

The origin of the word bank is shrouded in mystery. According to one view point the

Italian business house carrying on crude from of banking were called“bancheri"

According to another viewpoint banking is derived from German word "Branck" which

mean heap or mound. In England, the issue of paper money by the government was

referred to as a raising a bank.

ORIGIN OF BANKING:
Its origin in the simplest form can be traced to the origin of authentic history. After

recognizing the benefit of money as a medium. The origin of the word bank is shrouded

in mystery. According to one view point the Italian business house carrying on crude

from of banking were called “bancheri" According to viewpoint banking is derived from

German word "Branck" which mean heap or mound. In England, the issue of paper

money by the government was referred to as a raising a bank.

Its origin in the simplest form can be traced to the origin of authentic history. After

recognizing the benefit of money as a medium of exchange, the importance of banking

developed as it provides the safer place to store the money. This safe place ultimately

evolved in to financial institutions that accepts deposits and make loans i.e., modern

commercial banks of exchange, the importance of banking was developed as it provides

the safer place to store the money. This safe place ultimately evolved in to financial

institutions that accepts deposits and make loans i.e., modern commercial banks.

BANKING SYSTEM IN INDIA:

Without a sound and effective banking system in India it cannot have a healthy economy.

The banking system of India should not only be hassle free but it should be able to meet

new challenges posed by the technology and any other external and internal factors.

For the past three decades India's banking system has several outstanding achievements to

its credit. The most striking is its extensive reach. It is no longer confined to only

metropolitans or cosmopolitans in India. In fact, Indian banking system has reached even

to the remote corners of the country. This is one of the main reasons of India's growth

process.

HISTORY OF BANKING IN INDIA

Banking in India has its origin as early or Vedic period. It is believed that the transitions

from many lending to banking must have occurred even before Manu, the great Hindu

furriest, who has devoted a section of his work to deposit and advances and laid down

rules relating to the rate of interest. During the mogul period, the indigenous banker

played a very important role in lending money and financing foreign trade and commerce.
During the days of the East India Company it was the turn of agency house to carry on the

banking business. The General Bank of India was the first joint stock bank to be

established in the year 1786. The other which followed was the Bank of Hindustan and

Bengal Bank. The Bank of Hindustan is reported to have continued till 1906. While other

two failed in the meantime. In the first half of the 19th century the East India Company

established there banks, the bank of Bengal in 1809, the Bank of Bombay in 1840 and the

Bank of Bombay in1843. These three banks also known as the Presidency banks were the

independent units and functioned well. These three banks were amalgamated in 1920 and

new bank, the Imperial Bank of India was established on 27th January, 1921.

With the passing of the State Bank of India Act in 1955 the undertaking of the Imperial

Bank of India was taken over by the newly constituted SBI. The Reserve Bank of India

(RBI) which is the Central bank was established in April, 1935 by passing Reserve bank

of India act 1935. The Central office of RBI is in Mumbai and it controls all the other

banks in the country.

In the wake of Swadeshi Movement, number of banks with the Indian management were

established in the country namely, Punjab National Bank Ltd., Bank of India Ltd., Bank

of Baroda Ltd., Canara Bank. Ltd. on 19th July 1969, 14 major banks of the country were

nationalized and on 15th April 1980, 6 more commercial private sector banks were taken

over by the government.

The first bank in India, though conservative, was established in 1786. From 1786 till

today, the journey of Indian Banking System can be segregated into three distinct phases.

They areas mentioned below:

 Early phase from 1786 to 1969 of Indian Banks

 Nationalization of Indian Banks and up to 1991 prior to Indian banking sector

Reforms.

 New phase of Indian Banking System with the advent of Indian Financial &

Banking Sector Reforms after 1991.

1) Phase I

The General Bank of India was set up in the year 1786. Next came Bank of Hindustan

and Bengal Bank. The East India Company established Bank of Bengal (1809), Bank of

Bombay (1840) and Bank of Madras (1843) as independent units and called it Presidency

Banks.

These three banks were amalgamated in 1920 and Imperial Bank of India was established

which started as private shareholders banks, mostly Europeans shareholders.

In 1865 Allahabad Bank was established and first time exclusively by Indians, Punjab

National Bank Ltd. was set up in 1894 with headquarters at Lahore. Between 1906 and

1913, Bank of India, Central Bank of India, Bank of Baroda, Canara Bank, Indian Bank,

and Bank of Mysore were set up. Reserve Bank of India came in 1935.

During the first phase the growth was very slow and banks also experienced periodic

failures between 1913 and 1948. There were approximately 1100 banks, mostly small. To

streamline the functioning and activities of commercial banks, the Government of India

came up with The Banking Companies Act, 1949 which was later changed to Banking

Regulation Act 1949 as per amending Act of 1965 (Act No. 23 of 1965). Reserve Bank of

India was vested with extensive powers for the supervision of banking in India as the

Central Banking Authority.

During those day’s public has lesser confidence in the banks. As an aftermath deposit

mobilization was slow. Abreast of it the savings bank facility provided by the Postal

department was comparatively safer. Moreover, funds were largely given to traders.

2) Phase II

Government took major steps in this Indian Banking Sector Reform after independence.

In1955, it nationalized Imperial Bank of India with extensive banking facilities on a large

scale especially in rural and semi-urban areas. It formed State Bank of India to act as the

principal agent of RBI and to handle banking transactions of the Union and State

Governments all over the country.

Seven banks forming subsidiary of State Bank of India was nationalized in 1960 on 19th

July, 1969, major process of nationalization was carried out. It was the effort of the then

Prime Minister of India, Mrs. Indira Gandhi. 14 major commercial banks in the country

was nationalized.

Second phase of nationalization Indian Banking Sector Reform was carried out in 1980

with seven more banks. This step brought 80% of the banking segment in India under

Government ownership.

The following are the steps taken by the Government of India to

Regulate Banking Institutions in the Country:

 1949: Enactment of Banking Regulation Act.

 1955: Nationalization of State Bank of India.

 1959: Nationalization of SBI subsidiaries.

 1961: Insurance cover extended to deposits.

 1969: Nationalization of 14 major banks.

 1971: Creation of credit guarantee corporation.

 1975: Creation of regional rural banks.

 1980: Nationalization of seven banks with deposits over 200 crore.

After the nationalization of banks, the branches of the public sector bank India rose to

approximately 800% in deposits and advances took a huge jump by 11,000%.

Banking in the sunshine of Government ownership gave the public implicit faith and

immense confidence about the sustainability of these institutions.

3) Phase III

This phase has introduced many more products and facilities in the banking sector in its

reforms measure. In 1991, under the chairmanship of M Narasimhama, a committee was

set up by his name which worked for the liberalization of banking practices. The country

is flooded with foreign banks and their ATM stations. Efforts are being put to give a

satisfactory service to customers. Phone banking and net banking is introduced. The

entire system became more convenient and swift. Time is given more importance than

money. The financial system of India has shown a great deal of resilience. It is sheltered

from any crisis triggered by any external macroeconomics shock as other East Asian

Countries suffered. This is all due to a flexible exchange rate regime, the foreign reserves

are high, the capital account is not yet fully convertible, and banks and their customers

have limited foreign exchange exposure.

 BANKS IN INDIA:-

In India the banks are being segregated in different groups. Each group has their own

benefits and limitations in operating in India. Each has their own dedicated target market.

Few of them only work in rural sector while others in both rural as well as urban. Many

even are only catering in cities. Some are of Indian origin and some are foreign players.

All these details and many more is discussed over here. The banks and its relation with

the customers, their mode of operation, the names of banks under different groups and

other such useful information’s are talked about.

One more section has been taken note of is the upcoming foreign banks in India. The RBI

has shown certain interest to involve more of foreign banks than the existing one recently.

This step has paved a way for few more foreign banks to start business in India.

BANKING STRUCTURE IN INDIA:-

SCHEDULED BANKS IN INDIA

(1) Scheduled Commercial Banks

Public Sector Banks Private Sector Foreign Banks Regional Rural

Banks In India Banks
 (26) (25) (29) (95)

 Nationalized  Old Private

Bank Banks
 Other Public  New
Sector Banks Private
(IDBI) Banks
 SBI And Its
Associates

(2) Scheduled Cooperative Banks

Scheduled Urban Cooperative Scheduled State Cooperative Banks

Banks

Public Sector Banks

Public sector banks are those banks which are owned by the Government. The Govt. runs

these Banks. In India 14 banks were nationalized in 1969 & in 1980 another 6 banks were

also nationalized. Therefore in 1980 the number of nationalized bank 20. At present there

are total 26 Public Sector Banks in India (As on 26-09-2009). Of these 19 are nationalised

banks, 6(STATE BANK OF INDORE ALSO MERGED RECENTLY) belong to SBI

&associates group and 1 bank (IDBI Bank) is classified as other public sector bank.

Welfare is their primary objective.

Nationalized banks Other SBI & its Associates
Public
Sector
 Allahabad Bank Banks  State Bank of India
 Andhra Bank
 Bank Of Baroda
 Bank Of India  State Bank of Hyderabad
IDBI
 Bank Of (Industrial
Maharashtra  State Bank of Mysore
Development
 Canara Bank
Bank Of
 Central Bank Of
India)Ltd.
India  State Bank of Patiala
 Corporation Bank
 Dena Bank
 Indian Bank  State Bank of Travancore
 Indian Overseas
Bank
 State Bank of Bikaner
 Oriental Bank Of
And Jaipur
Commerce
 Punjab & Sind
Bank
 Punjab National
Bank
 Syndicate Bank
(State Bank of Saurastra merged
 UCO Bank
 Union Bank Of with SBI in the year 2008 and
India State Bank of Indore In 2010)
 United Bank Of
India
 Vijay Bank
Private Sector Banks

These banks are owned and run by the private sector. Various banks in the country such

as ICICI Bank, HDFC Bank etc. An individual has control over there banks in preparation

to the share of the banks held by him.

Private banking in India was practiced since the beginning of banking system in India.

The first private bank in India to be set up in Private Sector Banks in India was IndusInd

Bank. It is one of the fastest growing Bank Private Sector Banks in India. IDBI ranks the

tenth largest development bank in the world as Private Banks in India and has promoted

world class institutions in India. The first Private Bank in India to receive an in principle

approval from the Reserve Bank of India was Housing Development Finance Corporation

Limited, to set up a bank in the private sector banks in India as part of the RBI's

liberalization of the Indian Banking Industry. It was incorporated in August 1994 as

HDFC Bank Limited with registered office in Mumbai and commenced operations as

Scheduled Commercial Bank in January 1995. ING Vysya, yet another Private Bank of

India was incorporated in the year 1930

Private sector banks have been subdivided into following 2 categories:-
Old Private Sector Banks
 Bank of Rajasthan Ltd.
 Catholic Syrian Bank Ltd.
 City Union Bank Ltd.
 Dhanalakshmi Bank Ltd.
 Federal Bank Ltd.
 ING Vysya Bank Ltd.
 Jammu and Kashmir Bank
Ltd.
 Karnataka Bank Ltd.
 KarurVysya Bank Ltd.
 Lakshmi Vilas Bank Ltd.
 Nainital Bank Ltd.
 Ratnakar Bank Ltd.
 SBI Commercial and
International Bank Ltd.
 South Indian Bank Ltd.
 Tamilnadu Mercantile Bank
Ltd.
 United Western Bank Ltd.
New Private Sector Banks
 Bank of Punjab Ltd. (since
merged with Centurian Bank)
 Centurian Bank of Punjab
(since merged with HDFC
Bank)
 Development Credit Bank Ltd.
 HDFC Bank Ltd.
 ICICI Bank Ltd.
 IndusInd Bank Ltd.
 Kotak Mahindra Bank Ltd.
 Axis Bank (earlier UTI Bank)
 Yes Bank Ltd.
Foreign Banks In India

 ABN AMRO Bank N.V.  HSBC (Hongkong&

 Abu Dhabi Commercial Shanghai Banking
Bank Ltd Corporation)
 American Express Bank  JPMorgan Chase Bank
 Antwerp Diamond Bank  Krung Thai Bank
 Arab Bangladesh Bank  Mashreq Bank
 Bank International  Mizuho Corporate Bank
Indonesia  Oman International Bank
 Bank of America  Shinhan Bank
 Bank of Bahrain & Kuwait  SociétéGénérale
 Bank of Ceylon  Sonali Bank
 Bank of Nova Scotia  Standard Chartered Bank
 Bank of Tokyo Mitsubishi  State Bank of Mauritius
UFJ
 Barclays Bank
 BNP Paribas
 Calyon Bank
 ChinaTrust Commercial
Bank
 Citibank
 DBS Bank
 Deutsche Bank

Cooperative banks in India

The Cooperative bank is an important constituent of the Indian Financial System, judging

by the role assigned to cooperative, the expectations the cooperative is supposed to fulfil,

their number, and the number of offices the cooperative bank operate. Though the

cooperative movement originated in the West, but the importance of such banks have

assumed in India is rarelyparalleled anywhere else in the world. The cooperative banks in

India plays an important role even today in rural financing. The businesses of cooperative
bank in the urban areas also has increased phenomenally in recent years due to the sharp

increase in the number of primary co-operative banks.

Cooperative Banks in India are registered under the Co-operative Societies Act. The

cooperative bank is also regulated by the RBI. They are governed by the Banking

Regulations Act 1949 and Banking Laws (Co-operative Societies) Act, 1965.

Rural banks in India

Rural banking in India started since the establishment of banking sector in India. Rural

Banks in those days mainly focussed upon the agro sector. Regional rural banks in India

penetrated every corner of the country and extended a helping hand in the growth process

of the country.

SBI has 30 Regional Rural Banks in India known as RRBs. The rural banks of SBI is

spread in 13 states extending from Kashmir to Karnataka and Himachal Pradesh to North

East. The total number of SBIs Regional Rural Banks in India branches is 2349 (16%).

Till date in rural banking in India, there are 14,475 rural banks in the country of which

2126 (91%) are located in remote rural areas.

Apart from SBI, there are other few banks which functions for the development of the

rural areas in India.

Few of them are as follows:-

 Haryana State Cooperative Apex Bank Limited

The Haryana State Cooperative Apex Bank Ltd. commonly called as HARCOBANK

plays a vital role in rural banking in the economy of Haryana State and has been
providing aids and financing farmers, rural artisans, agricultural labourers,

entrepreneurs, etc. in the state and giving service to its depositors.

 NABARD

National Bank for Agriculture and Rural Development (NABARD) is a

development bank in the sector of Regional Rural Banks in India. It provides and

regulates credit and gives service for the promotion and development of rural

sectors mainly agriculture, small scale industries, cottage and village industries,

handicrafts. It also finance rural crafts and other allied rural economic activities to

promote integrated rural development. It helps in securing rural prosperity and its

connected matters.

 Sindhanur Urban Souharda Co-operative Bank

Sindhanur Urban Souharda Co-operative Bank, popularly known as SUCO BANK

is the first of its kind in rural banks of India. The impressive story of its inception

is interesting and inspiring for all the youth of this country.

 United Bank of India

United Bank of India (UBI) also plays an important role in regional rural banks. It

has expanded its branch network in a big way to actively participate in the

developmental of the rural and semi-urban areas in conformity with the objectives

of nationalization.

 Syndicate Bank

Syndicate Bank was firmly rooted in rural India as rural banking and have a clear

vision of future India by understanding the grassroot realities. Its progress has

been abreast of the phase of progressive banking in India especially in rural banks.
 Fact Files of Banks in India

The first Bank in India to be given an ISO certification. Canara Bank

The first Bank in Northern India to get ISO 9002 certification Punjab and

Sind Bank
for their selected branches.

The first Indian Bank to have been started solely with Indian capital. Punjab

National Bank

The first among the Private Sector Banks in Kerala to become Scheduled Bank in South Indian

1946 under the RBI act. Bank

India’s oldest, largest and the most successful commercial bank offering the widest State Bank of

possible range of domestic, international and NRI products and services, through its India

vast network in India and overseas.

India’s second largest Private Sector Bank and is now the largest scheduled The Federal

commercial bank in India. Bank Limited

Bank which started as Private Shareholders Banks, mostly European shareholders. Imperial Bank

of India

The first Indian Bank to open a branch outside India in London in 1946 and the first

to open a branch in continental Europe at Paris in 1974

Bank of India,

Founded in

1906 in

Mumbai.

The oldest Public Sector Bank in India having branches all over India and serving Allahabad

the customers for the last 132 years. Bank

The first Indian Commercial Bank which was wholly owned and managed by Central Bank

Indians. of India

INDIAN BANKING INDUSTRY

The Indian banking market is growing at an astonishing rate, with Assets expected to

reach US$1 trillion by 2010. An expanding economy, middleclass, and technological

innovations are all contributing to this growth.

The country’s middle class accounts for over 320 million People. In correlation with the

growth of the economy, rising income levels, increased standard of living, and

affordability of banking products are promising factors for continued expansion.

The Indian banking Industry is in the middle of an IT revolution, focusing on the

expansion of retail and rural banking. Players are becoming increasingly customer -

centric in their approach, which has resulted in innovative methods of offering new

banking products and services. Banks are now realizing the importance of being a big

player and are beginning to focus their attention on mergers and acquisitions to take

advantage of economies of scale and/or comply with Basel II regulation. “Indian banking

industry assets are expected to reach US$1 trillion by 2010 and are poised to receive a

greater infusion of foreign capital,” says PrathimaRajan, analyst in Celent's banking

group and author of the report. “The banking industry should focus on having a small

number of large players that can compete globally rather than having a large number of

fragmented players.
 CUSTOMER SATISFACTION:-

The report contains the brief description of the state bank of India. It contains the finding

and analysis of the survey conducted to gather primary data to judge the importance of

various attributes that influence the satisfaction of customer in different manner and to the

different extent. These attributes are classified as initial experience, service delivery

experience, relationship experience and grievance handling. Further an attempt has been

made to know the overall satisfaction of the customer. Customer satisfaction, a term

frequently used in marketing, is a measure of how products and services supplied by a

company meet or surpass customer expectation.

Customer satisfaction is defined as "the number of customers, or percentage of total

customers, whose reported experience with a firm, its products, or its services (ratings)

exceeds specified satisfaction goals”. Customer service proves to be one of the most

important factors governing business. Customer service is the provision of service to

customers before, during and after a purchase.

According to Turban et al (2002), "Customer service is a series of activities designed to

enhance the level of customer satisfaction – that is, the feeling that a product or service
has met the customer expectation."

Customer satisfaction in the banking industry play a vital role to create a healthy business

status being services based industry. In any services based industry customer service is at

highest priority. Customer service can be provided by well-planned self-service. In

banking industry customer are more directly linked with the bank’s personnel for any

kind of services or product. Therefore, banks should always focus on training its front

desk staff to provide quality service knowing their expectation and wants.

Customer satisfaction is an ambiguous and abstract concept and the actual manifestation

of the state of satisfaction will vary from person to person and product/service to

product/service. The state of satisfaction depends on a number of both psychological and

physical variables which correlate with satisfaction behaviors such as return and

recommend rate. The level of satisfaction can also vary depending on other options the

customer may have and other products against which the customer can compare the

organization's services.
At the same time, several banking institutions are experiencing increasing level of retail

customer dissatisfaction.

Research suggests that customer dissatisfaction is still the major reason of bank customers

for which they switch to other banks. This dissatisfaction could be because of a variety of

reasons. Excellent service quality is not an optional competitive strategy which may, or

may not, be adopted to differentiate one bank from another: today it is essential to

corporate profitability and survival. The connection between service quality and corporate

profitability is now seen to depend on high levels of customer satisfaction, the successful

targeting of “quality” customers and the retention of those customer.

OBJECTIVE OF THE STUDY:-

 To examine the customer feedback based on services rendered by the bank.

 To find out the types of banking services are availed by the customers.

 To study the customer satisfaction regarding the services provided by the bank.
SCOPE OF THE STUDY:-
The present study was undertaken to know the preference of the customer towards state

bank of India (SBI). The problem of the customer is they are not aware of the services

provided by their bank. The study also force on the customer perception that how the

banking services can be improved.

In my study I have used both primary sources of data as well as secondary sources of

data.

 The study has been conducted on behalf of ―STATE BANK OF INDIA.

 The study is confined to the Delhi region.

 The study covers the service providers and users of ―STATE BANK OF INDIA.

 The study has put forward the Customers as well as acceptability behavior for the
services.

 The scope of the study is to find out the ―Customer Satisfaction

LIMITATIONS OF THE STUDY:-

The study report consists of few limitations:-

 The report has been conducted within a limited time frame.

 The study is limited to the customer of Delhi only.

 Only selected Branches and Banks have been considered for the study.

 Samples were selected conveniently.

 The sample of size is limited to 30 only and the sample size may not represent whole

market.
Chapter-3
DATA ANALYSIS AND INTERPRETATION:-
RESEARCH METHODOLOGY:-
Research methodology is a methodology for collecting all sorts of information & data

pertaining to the subject in question. The objective is to examine all the issues involved &

conduct situational analysis. The methodology includes the overall research design,

sampling procedure & fieldwork done & finally the analysis procedure. The

methodology used in the study consistent of sample survey using both primary &

secondary data.

COLLECTION OF DATA:-
The data can be collected from primary and secondary sources. The basic premises of my

study are primary data. Convenient sample that was representative of the target market

was chosen, the respondents were contacted personally and the instrument used for

collecting data is questionnaire.

STATISTICAL DATA CAN BE CLASSIFIED INTO TWO

CATEGORIES:-
1) Primary Sources

2) Secondary Sources

PRIMARY DATA:-
Primary data is collected by using the structured questionnaire.

SECONDARY DATA:-
The Main sources of Secondary data are combination of information from the internet and

books of the related topic.

SAMPLE SIZE:-

Sample of 30 people was taken into study, and their data was collected.

SAMPLING TECHNIQUE:-

To study the Project, a Simple Random Sampling technique is used.

DATA ANALYSIS:-

After data collection, it is analyzed according to customer’s views, ideas and opinions

related to services of the state bank of India and SBI will come to know the customer

requirements.

DATA INTERPRETATION: -

Interpretation of data is done by using statistical tools like Pie diagrams, Bar graphs, and
also using quantitative techniques (by using these techniques) accurate information is
obtained.

1. DISTRIBUTION OF MALE AND FEMALE CUSTOMER DEALING WITH

SBI.

Table no.1

PARTICULARS RESPONDENTS

MALE 17

FEMALE 13
Figure no.1

GENDER

13, 43% MALE

17, 57% FEMALE

As per the graph, in the group of below 18 there were more no. of female who’s SBI bank

account more than male. I also came to know in mature male above age of 18 and age

between 25-40 uses SBI account more than female. According to my survey 64% male

uses SBI account while female use only 36%.

2. AGE GROUP DISTRIBUTION OF CUSTOMER DEALING WITH SBI.

Table no.2

PARTICULARS RESPONDENTS

<18 0

18-25 13

25-40 7

40-60 8

>60 2
 Figure no.2

AGE

7%0%
<18 18-25

27% 43%
25-40 40-60

>60
23%

When I did survey of 30 people I came to know in the group of below 18 there were no

people who was SBI bank account. I also came to know that in the group of 18-25 there

are 43% people followed by 23% in 25-40, 27% in 7% in 40-60 and 7% are of above age

60.

3. OCCUPATION OF THE CUSTOMER.

Table no.3

PARTICULARS RESPONDENTS

SALARIED 7
BUSINESSMAN 4
PROFESSIONAL 5
HOUSEWIFE 2
OTHERS 12
 Figure no.3

OCCUPATION
14
12
12

10

8 7

6 5
4
4
2
2

0
1

SALARIED BUSINESSMAN PROFESSIONAL HOUSEWIFE OTHERS

According to my survey 23% salaried respondent uses sbi bank account. 13%

businessman/women respondent uses sbi bank account. 17%professional person uses sbi

bank account. 7% respondents are housewife/husband. 40% respondents are others.

4. DISTRIBUTION OF THE CUSTOMER AS PER THEIR INCOME.

Table no.4

PARTICULARS RESPONDENTS

<100000 12

100000-250000 13

250000-400000 4

>400000 1
Figure no.4

DISTRIBUTION OF THE CUSTOMER

AS PER THEIR INCOME
14
12
10
8
6
4
2
0
<100000 100000-250000 250000-400000 >400000

According to my survey 40% of the respondent uses SBI bank account whose income was

below Rs.1, 00,000. 44% of the respondent uses SBI bank account whose income was

between Rs.1, 00,000 –Rs.2, 50,000. 13% of the respondent uses SBI bank account whose

income was between Rs.2, 50,000-Rs.4, 00,000 and 3% are the people whose income is

above 400000.

5. MOST IMPORTANT REASON FOR CHOOSING SBI BANK.

Table no.5

PARTICULARS RESPONDENTS

Traditional bank account with same bank 4

The brand name of the bank 10

The excellent service provided by this bank 4

Atm service 3

Net banking facility 2

Location advantage 6

Any other 1
 Figure no.5

Reason to choose SBI bank

Traditional bank account
with same bank
The brand name of the bank
3% 13%
20% The excellent service
provided by this bank
Atm service
7%
34%
10% Net banking facility
13%
Location advantage

Any other

When question was asked what are the most important reason for choosing SBI bank then

20% said because of it is near by their location, 13% said because of its service, 13%

choose because they have traditional account, 34% choose because of its brand name.

10% choose because of Atm. 7% for net banking, 3% for any other reason.

6. SERVICES TAKING FROM BANK.

Table no.6

PARTICULARS RESPONDENTS

Saving account 13
current account 2
NRI account 0
fixed deposit 4
other 1
Figure no.6

SERVICES TAKING FROM SBI

13

2 0 1

Saving account current account NRI account fixed deposit other

According to my survey 65% of respondent uses sbi bank for saving account, 10% uses

for the current account, 20% uses for fixed deposit and 5% for any other services.

7. YEARS DEALING WITH SBI BANK

Table no.7

PARTICULARS RESPONDENTS

<1 year 4

1 to 2 year 4

2 to 3 year 8

3 to 4 year 1

4 to 5 year 3

more than 5 year 10

Figure no.7

YEARS DEALING WITH SBI

BANK

<1 year
13%
1 to 2 year
34%
13% 2 to 3 year
3 to 4 year
10% 27% 4 to 5 year
3%
more than 5 year

According to my survey 13% of respondent are using SBI bank account for less than

1year, 1 to 2 years,and 27% for 2 to 3 years, 3% for 3 to 4 years, 10% for 4 to 5 years and

34% for more than 5 years.

8. DOES BANK PROVIDE CORE BANKING FACILITY TO CUSTOMER?

Table no.8

PARTICULARS RESPONDENTS

Yes 20

No 6

Not Aware 4
Figure no.8

CORE BANKING FACILITY

1 6

20

0 5 10 15 20 25

Not Aware No Yes

When question was asked whether your bank provide core banking facility to the

customer than 67% people agree to that, 20% disagreed and the rest 13% were not aware.

9. SERVICES SATISFIED THE MOST

Table no.9

PARTICULARS RESPONDENTS

ATM 17

Loan 5

Early cheque clearance 1

Net banking 4

Phone banking 2

Mobile banking 8

Interest package 2

Any other 5
Figure no.9

service satisfy you most

ATM

11% Loan
5% Early cheque clearance
39%
Net banking
18%
Phone banking
5% Mobile banking
9% 2% 11%
Interest package
Any other

When question was asked which service satisfies you most then 39% said its ATM

because it is easy to use and nearby their location.9% Think that is net banking is quite

better. 5% are satisfied with about interest rate which is offered by the bank. 2%think

cheque get clear very early and 11% think it is quite easy to take loan from SBI bank .5 %

think its phone banking service is really good and rest of the 11 % satisfied with its other

services.

10. REASON FOR TYPICALLY VISITING THE BRANCH.

Table no.10

PARTICULARS RESPONDENTS

To make deposit 17

To get advice for investment 3

To enquiry about balance 15

To withdraw cash 0

Any other reason 0

 REASON FOR TYPICALLY
VISITING THE BRANCH

27% 28%

5%

24% 16%

TO MAKE DEPOSIT TO GET ADVICE FOR INVESTMENT

TO ENQUIRY ABOUT BALANCE TO WITHDRAW CASH
ANY OTHER REASON
Figure no.10

According to my survey 28% respondent visits the branch for making deposit. 5% visit to

get device for investment.16% visits for to the enquiry about balance. 24% to withdraw

cash and rest of 27% for any other reason.

11.If you are provided with better service by optional bank. Would you like to move
to other bank.
Table no.11
PARTICULARS RESPONDENTS

Yes 18

No 12

Figure no.11

IF GIVEN CHANCE TO SHIFT TO

ANOTHER BANK

12

18

0 2 4 6 8 10 12 14 16 18 20

No Yes

When question was asked would you like to move other bank if you are provided with

good services then 60% wants to move in another bank while remaining 40% want to stay

with the bank.

12.Are you satisfied with your financial transactions with the bank?

Table no.12

PARTICULARS RESPONDENTS

VERY 18

SATISFIED

SATISFIED 6

SOMEWHAT 4

SATISFIED

DISSATISFIED 2

Figure no.12

SATIFACTION WITH FINANCIAL

TRANSACTIONN

7%
13%
VERY SATISFIED
SATISFIED
SOMEWHAT SATISFIED
20% 60%
DISSATISFIED

According to my survey 60% of respondent said that they are very satisfied with

the financial transactions of the bank while 20% said that they are happy with its

services. 13% think its services are quite satisfied while remaining 7% are not

satisfied with its services.

13. DO YOU USE THE SERVICE OF ALTERNATIVE BANK.
Table no.13

PARTICULARS RESPONDENTS

Yes 19

No 11

Figure no.13

USE OF SERVICE OF ALTERNATIVE

BANK

37%
Yes
No
63%

When the question was asked whether the customer uses the services of alternative

bank than it was found that 63% use the service 0f other bank and 37% do not use any

other bank’s services.

14.Would you recommend this bank to your friends, relatives, associates?
Table no.14

PARTICULARS RESPONDENTS

Yes 25

No 5

Figure no.14

RECCOMENDATION TO FRIENDS
Yes No
25

When the question was asked whether the SBI customers are comfortable to

recommend their bank to others than 83% people agreed to that and 17% people

did not agree.

15. When you think of your bank what comes first in your mind.

Table no.15

PARTICULARS RESPONDENTS

PERSONALIZED 3

SERVICE

WIDE BRANCH 16

NETWORK

CUSTOMER 7

SERVICE

COMPUTERIZED 2

BANKING

Core Banking 2

Figure no.15

WHEN YOU THINK OF YOUR

BANK WHAT COMES FIRST IN
YOUR MIND.
PERSONALIZED SERVICE
7% 10%
7% WIDE BRANCH
NETWORK
CUSTOMER SERVICE
23%

COMPUTERIZED
53% BANKING
Core Banking
When the question was asked what comes first in your mind about SBI bank 53% said it

has wide branch network. 23% thinks its customer services. 10% said its personalized

services. 7% think its computerized banking and 7% think of its core banking.

16. Do you always get prompt services when you visit the branch.
Table no.16

PARTICULARS RESPONDENTS

Always 9

Often 9

Sometimes 6

Rarely 4

Never 2

Figure no.16

RECEIVE PROMPT SERVICES WHEN

VISIT THE BRANCH.

7%
13% 30% Always
Often
20% Sometimes
30% Rarely
Never
According to my survey it was found that 30% always get the prompt services. 30% often

get the prompt services. 20% sometimes get the prompt services. 13% rarely get the

prompt services and 7% never get the prompt services.

17.How quickly were your banking problems and issues addressed by the bank
staff?

Table no.17

PARTICULARS RESPONDENTS

Immediately 4

Within 24 hours 14

Within 48 hours 7

Within 3-5 business days 3

More than a week 2

Figure no.17

HOW QUICKLY BANKING PROBLEMS

AND ISSUES ADDRESSED BY THE BANK
STAFF
Immediately
7%13%
10% Within 24 hours

23% Within 48 hours

47% Within 3-5 business days
More than a week

When the question was asked that how quickly their banking problems got solved

than it was that 13% people problem got solved immediately 47% within 24

hours. 23% in within 48 hours. 10%in within 3-5 days and 7% in more than a

week.
18. Are you able to use banking services online?

Table no.18

PARTICULARS RESPONDENTS

Yes 19

No 11

Figure no.18

ABLE TO USE BANKING

SERVICES ONLINE
20
18
16
14
12
10
19 Series1
8
6 11
4
2
0
YES NO

From the above table 63% respondentof its customer are able to use internet

banking service while 37% of respondent are not able to use

.
19.What is the major purpose for which you use the online banking?

Table no.19

PARTICULARS RESPONDENTS

ONLINE TICKET BOOKING 5

ONLINE BILL PAYMENT 18

BALANCE CHECK 3

Request for acheque book 2

Others 5

Figure no.19

MAJOR PURPOSE TO USE THE ONLINE

BANKING

15% 15%
ONLINE TICKET BOOKING
6% ONLINE BILL PAYMENT

9% BALANCE CHECK
Request for a cheque book
Others
55%

According to my survey 15% use online banking to book tickets, 6% use for

request for cheque book,55% use for to make bill payment,9% use for checking

balance only rest 15% use for other services like mobile recharge.
20. Are you satisfied with online banking?

Table no.20

PARTICULARS RESPONDENTS

Yes 19

No 6

Cannot say 5

Figure no.20

SATISFACTION WITH ONLINE

BANKING

CANNNOT SAY 5

NO 6
Series1

YES 19

0 5 10 15 20

According to survey 63% people are satisfied with its services while 20% are not

satisfied and remaining 17% are not sure.

21.What is your feedback regarding the bank’s Customer Service Representatives?

Table no.21

PARTICULARS RESPONDENTS

ANSWER CALLS QUICKLY 3

KNOWLEDGE ABOUT BANKING 5

PRODUCT

KNOWLEDGE ABOUT BANKING 6

SERVICES

BANKING ISSUES HANDLED QUICKLY 16

GOOD COMMUNICATION 4

Figure no.21

FEEDBACK REGARDING THE BANK’S

CUSTOMER SERVICE REPRESENTATIVES
8
6 7 7
6
4 5 5
2
0
1

ANSWER CALLS QUICKLY

KNOWLEDGE ABOUT BANKING PRODUCT
KNOWLEDGE ABOUT BANKING SERVICES
BANKING ISSUES HANDLED QUICKLY
GOOD COMMUNICATION

When question was asked feedback of its customer services representative 17% people

think they are answer call quickly, 23% think they have good knowledge about banking

product, 23% people think its customer service representative are well aware about its
banking services, 20% people think they handle customers query very nicely and rest

17% thinks there communication skill is good.

22. OVERALL SATISFACTION OF THE CUSTOMER.

Table no.22

PARTICULARS RESPONDENTS

Excellent 2

Very 15

Good

Good 7

Average 3

Poor 3

Figure no.22

OVERALL SATISFACTION OF THE

CUSTOMER

10% 7% Excellent
10%
Very Good
Good
23% 50% Average
Poor

When the question was asked about the overall satisfaction of SBI than it was found that

more 50% of people rated it as very good.

Chapter-4
 PROJECT FINDINGS:-

 From this project it is found that most of the people are satisfied with the services of
the SBI bank.

 It has been observed that maximum no of people are using the savings bank account
of SBI bank.

 More number of people recommended that they often, always and sometimes get
prompt service whenever they visit the branch

 Majority of the respondents said that their banking problems and issues are addressed
by the bank staff within 24 and 48 hours a day.

 Major numbers of respondents among 30 are ready to move from SBI to other banks,
if better services are provided with the optional bank.

 Maximum people said that customer service and wide branch network are the two
things that come in their mind when they think of their bank.

 Maximum people will recommend their bank to other people.

 Majority of the respondents are male when compared to female in dealing with SBI
bank

 Maximum people are from 18 – 25 age group in dealing with SBI bank among 30
respondents

 Maximum said that the most important reason for choosing SBI bank is for the brand
name of the bank, location, service and traditional system of maintaining account with
the same bank.

 Majority of the people are dealing with SBI bank for more than 5 years or 2 – 3 years
 Customers are very much satisfied with the core banking facilities, ATM, mobile
banking, loan services along with their financial transactions with the bank.

 Major number of people typically visit the branch to make deposit and to enquiry
about the balance in their accounts.

 Maximum among 30 gave a feedback that banking issues are handled quickly by the
customer service representatives of the bank.

 Maximum respondents among 30 use online banking services for online bill payments
 SUGGESTION OF THE STUDY:-

Though this study can’t provide conclusive evidence to determine particular courses of

action and further research will be required to provide evidence. But the management of

SBI (DELHI) should consider the findings and take all necessary steps for further

research and if they think that the customers of SBI are homogeneous in their

choice and preferences, they may consider the following recommendations to

gain more customer based and achieve more customer satisfaction along with

maintaining existing customer’s delights.

 The management of SBI should conduct more product and services awareness
campaign.

 They should increase the level of providing personal attention to individual

customers.

 In delivery of quality service in banks, what matter are speed, accuracy,

promptness, reliability, individualized attention, etc. Better results can be

achieved through proper use of relevant banking technology.

 The SBI Management should critically evaluate the deviation in means in

order to create balance in all dimensions of customer satisfaction

measurement tools.
Banks should continually assess and reassess how customers perceive bank

services s o a s t o k no w whether the bank meets or exceeds o r is below the

expectations of their customers. Such an appraisal, however, is a tedious task

because customer service is complex in nature and dynamic in action.

 CONCLUSION:-

The banking sector in India is undergoing major changes due to competition and the

advent of technology. The customer is looking for better quality services which enhance

his/her satisfaction. From the above analyses, it is evident that SBI has many positive

features and the customers are mostly satisfied with the services offered. In spite of this

fact, it has been observed that many customers are not aware of all sort facilities provided

by SBI.
 REFERENCE
Internet:-

 www.google.co.in

 www.sbi.com

 www.slideshare.net

 www.wikipedia.com

Books:-

 Research Methodology

 Marketing research
ANNEXURE:-
NAME:-……………………………………………………………

GENDER: -

 MALE  FEMALE

AGE: -

<18  18 – 25  25 – 40  40 – 60  60 ABOVE

OCCUPATION: -

salaried businessman  professional  housewife  others

INCOME: -

<100000  100000 – 250000  250000 – 400000  400000 Above

1. What was the single most important reason that you choose SBI bank.

 I have traditional bank account with same bank

 The brand name of the bank

 The excellent service provided by this bank

ATM service

 Net banking facility

 Location advantage

 Any other
………………………………………………………………………………
……………..

2. Which type of services you are taking from the SBI bank?

 Saving account  current account  NRI account  fixed deposit

other ( ....................... )
3. Since how many years you are dealing with SBI bank.

<1year  1 to 2 year  2 to 3 year  3 to 4 year  4 to 5 year  more

than 5 year

4. Does your bank have core banking facility for the customers.

 Yes  No  Not Aware

5. Which service satisfies you most?

 ATM  loan  early cheque clearance  net banking phone banking 

mobile banking  interest package  any other
( .......................................................... )

6. What is the main reason that you typically visit your Branch?
(Please choose the single most important reason).

 To make deposit

 To get advice for investment option

 To enquiry about balance

 To withdraw cash

Any other please specify(… .......................................................................)

7. If you are provided with better service by optional bank. Would you like
to move to other bank?

 Yes  No

Why??
……………………………………………………………………………………………………………………
………………………………

8. Are you satisfied with your financial transactions with the bank?

 Very satisfied Satisfied Somewhat satisfied

 Dissatisfied
9. Do you use the service of alternative bank?

 Yes  No

10. What do you feel about overall service quality of your bank.

 Excellent  very good good average  poor

11.Would you recommend this bank to your friends, relatives, associates?

12. Yes  No

Why??
………………………………………………………………………………
…………………………………………

13. When do you think of your bank what comes first in your mind.
 Personalized service  Wide branch network  Customer service
 computerized banking  Core banking

13. Do you always get prompt service whenever you visit the branch?

 Always  Often  Sometimes  Rarely  Never

14. How quickly were your banking problems and issues addressed by the
bank staff?

 Immediately  Within 24 hours Within 48 hours  Within 3-5

business days More than a week

15. Are you able to use banking services online?

 Yes  No

16. What is the major purpose for which you use the online banking?

 Online Ticket Booking  Online Bill Payments  Balance Check 

Request for a cheque book
Others…………………………………………………………………

17. Are you satisfied with online banking?

 Yes  No  cannot say

18. What is your feedback regarding the bank’s Customer Service
Representatives?

 Answer calls quickly  Knowledge about banking products 

Knowledge about banking services Banking issues handled quickly 
Good communication skills

Suggestion if any
………………………………………………………………………………
………………………………………

Thank you very much for your valuable time and cooperation.