INTRODUCTION

Definition of banks

According to Prof. Kinley defines, “A bank is an establishment which

makes to individuals such advances of money as may be required and safely

made, and to which individual entrust money when not required by them for

use.”

The Indian companies act, 1949 define a bank as follows; “The

acception for the purpose of lending or investing of deposit of money from

the public repayable on demand or otherwise and withdrawal by cheque,

order or otherwise.”(Sec 5)

Origins of banks

The first banks were probably the religious temples of the ancient

world, and were probably established sometime during the 3rd millennium

B.C. Banks probably predated the invention of money. Deposits initially

consisted of grain and later other goods including cattle, agricultural

implements, and eventually precious metals such as gold, in the form of

easy-to-carry compressed plates. Temples and palaces were the safest places

to store gold as they were constantly attended and well built. As sacred
places, temples presented an extra deterrent to would-be thieves. There are

extant records of loans from the 18th century BC in Babylon that were made

by temple priests to merchants.

By the time of Hammurabi’s Code, banking was well enough

developed to justify the promulgation of laws governing banking operations.

Ancient Greece holds further evidence of banking. Greek temples, as

well as private and civic entities, conducted financial transactions such as

loans, deposits, currency exchange, and validation of coinage. There is

evidence too of credit, whereby in return for a payment from a client, a

moneylender in one Greek port would write a credit note for the client who

would “cash” the note in another city, saving the client the danger of carting

coinage with him on his journey. Pythius, who operated as a merchant

banker throughout Asia Minor at the beginning of the 5th century B.C., is the

first individual banker of whom we have records. Many of the early bankers

in Greek city-states were “metics” or foreign residents. Around 371 B.C.,

Passion, a slave, became the wealthiest and most famous Greek banker,

gaining his freedom and Athenian citizenship in the process.

The fourth century B.C. saw increased use of credit-based banking in

the Mediterranean world. In Egypt, from early times, grain had been used as
a form of money in addition to precious metals, and state granaries

functioned as banks. When Egypt fell under the rule of a Greek dynasty, the

Ptolemies (330-323 B.C.), the numerous scattered government granaries

were transformed into a network of grain banks, centralized in Alexandria

where the main accounts from all the state granary banks were recorded.

This banking network functioned as a trade credit system in which payments

were effected by transfer from one account without money passing.

In the late third century B.C., the barren Aegean island of Delos,

known for its magnificent harbor and famous temple of Apollo, became a

prominent banking centre. As in Egypt, cash transactions were replaced by

real credit receipts and payments were made based on simple instructions

with accounts kept for each client. With the defeat of its main rivals,

Carthage and Corinth, by the Romans, the importance of Delos increased.

Consequently it was natural that the bank of Delos should become the model

most closely by the banks of Rome.

Ancient Rome perfected the administrative aspect of banking and saw

greater regulation of financial institutions and financial practices. Charging

interest on loans and paying interest on deposits became more highly

developed and competitive. The development of Roman banks was limited,

however, by the Roman preference for cash transactions. During the reign

of the Roman emperor Gallienus (260-268 CE), there was a temporary

breakdown of the Roman banking system after the banks rejected the flakes

of copper produced by his mints. With the ascent of Christianity, banking

became subject to additional restrictions, as the charging of interest was seen

as immoral. After the fall of Rome, banking was abandoned in western

Europe and did not revive until the time of the crusades.

Major events in banking history

• Florentine banking – The Medicis and Pittis among others

• Knights Templar – earliest Euro wide / Middleast banking 1100-1300

• Banknotes – Introduction of paper money.

• 1602 – First joint-stock company, the Dutch East India Company

founded

• 1720 – The South Sea Bubble and John Law’s Mississippi Scheme,

which caused a European financial crisis and forced many bankers out

of business.

• 1781 – The Bank of North America was found by the Continental

Congress

• 1800 – Rothschild family founds Euro wide banking.

 • 1803 – The Louisiana Purchase was the largest land deal in history

• 1929 – Stock market crash

• 1989 – junk bond scandal and charges against Michael Milken

resulted in new legislation for investment banks

• 2001 – Enron bankruptcy, causing new legislation for annual

reporting.

History of Banking 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 reason of India's growth process.

The government's regular policy for Indian bank since 1969 has paid rich

dividends with the nationalisation of 14 major private banks of India.

Not long ago, an account holder had to wait for hours at the bank counters

for getting a draft or for withdrawing his own money. Today, he has a

choice. Gone are days when the most efficient bank transferred money from

one branch to other in two days. Now it is simple as instant messaging or

dial a pizza. Money have become the order of the day.

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 are as mentioned below:

• Early phase from 1786 to 1969 of Indian Banks

• Nationalisation 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.

To make this write-up more explanatory, I prefix the scenario as Phase I,

Phase II and Phase III.

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 days public has lesser confidence in the banks. As an aftermath

deposit mobilisation was slow. Abreast of it the savings bank facility

provided by the Postal department was comparatively safer. Moreover, funds

were largely given to traders.

Phase II

Government took major steps in this Indian Banking Sector Reform after

independence. In 1955, it nationalised Imperial Bank of India with extensive

banking facilities on a large scale specially 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 nationalised in

1960 on 19th July, 1969, major process of nationalisation 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 nationalised.

Second phase of nationalisation 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: Nationalisation of State Bank of India.

• 1959: Nationalisation of SBI subsidiaries.

• 1961: Insurance cover extended to deposits.

• 1969: Nationalisation of 14 major banks.

• 1971: Creation of credit guarantee corporation.

• 1975: Creation of regional rural banks.

• 1980: Nationalisation of seven banks with deposits over 200 crores.

After the nationalisation 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.

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

Narasimham, a committee was set up by his name which worked for the

liberalisation 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.

SELECTION OF TOPIC

As a part of curriculum, every student studying MBA has to undertake a

project on a particular subject assigned to him/her. Accordingly I have been

assigned the project work on the RATAIL BANKING in Banking Sector.

Why I chose the topic is to understand about how the e-banking activity is

carried out and how it is easy to use.

OBJECTIVE

The main objective of this project is to study the awareness of the

satisfaction of customers regarding the SBI Retail Banking .During this

summer internship program period I have to achieve some thing, which is

helpful for my career, and some value addition to the Banking Company. It

gives me good opportunity to expose and creating good impression of

corporate mind.

1) To find out what type of problem customer are facing related to service

delivered by SBI.

2) To find out the level of customer satisfaction from the product marketing

of SBI retail banking.

LIMITATIONS

Target customers and respondents were too busy persons, so it was difficult

to get their time and view for specific questions.

Area covered for the project while doing job also was very large and it was

very difficult to correlate two different customers / respondents’ views in a

one.
Every financial customer has his / her own need and according to the

requirements of the customer product customization was not possible.

METHODLOGY

Determining sources of Data:

There are two main sources of data

1. Primary data

2. Secondary data

Primary Data:

It consists of original information’s collected for specific Purpose. Primary

data for this research, data are collected through a direct source like survey

to obtain the first hand information is others resources are written below.

Secondary Data:
 It consists of information that already exists somewhere and has been

collected for some specific purpose in the study. The secondary data for this

study is collected from various sources like,

• Books.

• Website.

• Newspaper.

• Financial Magazine. ( weekly , business world etc)

 PROFILE OF THE COMPANY

The evolution of State Bank of India can be traced back to the first decade of

the 19th century. It began with the establishment of the Bank of Calcutta in

Calcutta, on 2 June 1806. The bank was redesigned as the Bank of Bengal,

three years later, on 2 January 1809. It was the first ever joint-stock bank of

the British India, established under the sponsorship of the Government of

Bengal. Subsequently, the Bank of Bombay (established on 15 April 1840)

and the Bank of Madras (established on 1 July 1843) followed the Bank of

Bengal. These three banks dominated the modern banking scenario in India,

until when they were amalgamated to form the Imperial Bank of India, on 27

January 1921.

State Bank of India is an India-based commercial bank. In addition to

banking, through its various subsidiaries, it also provides a whole range of

financial services, which include life insurance, merchant banking, mutual

funds, security trading, pension fund management and primary dealership in

the money market. It operates in four business segments: Treasury,

Corporate/ Wholesale Banking, Retail Banking and Other Banking Business.

The Treasury segment includes the entire investment portfolio and trading in

foreign exchange contracts and derivative contracts. The Corporate/

Wholesale Banking segment comprises the lending activities of Corporate

Accounts Group, Mid Corporate Accounts Group and Stressed Assets

Management Group. The Retail Banking segment consists of branches in

National Banking Group, which primarily includes personal banking

activities, including lending activities to corporate customers having banking

relations with branches in the National Banking Group.

State Bank of India (SBI) is that country's largest commercial bank. The

government-controlled bank--the Indian government maintains a stake of

nearly 60 percent in SBI through the central Reserve Bank of India--also

operates the world's largest branch network, with more than 13,500 branch

offices throughout India, staffed by nearly 220,000 employees. SBI is also

present worldwide, with seven international subsidiaries in the United

States, Canada, Nepal, Bhutan, Nigeria, Mauritius, and the United Kingdom,

and more than 50 branch offices in 30 countries. Long an arm of the Indian

government's infrastructure, agricultural, and industrial development

policies, SBI has been forced to revamp its operations since competition was

introduced into the country's commercial banking system. As part of that

effort, SBI has been rolling out its own network of automated teller

machines, as well as developing anytime-anywhere banking services through

Internet and other technologies. SBI also has taken advantage of the
deregulation of the Indian banking sector to enter the banc assurance, assets

management, and securities brokering sectors. In addition, SBI has been

working on reigning in its branch network, reducing its payroll, and

strengthening its loan portfolio. In 2003, SBI reported revenue of $10.36

billion and total assets of $104.81 billion.

BRANCHES

The corporate center of SBI is located in Mumbai. In order to cater to

different functions, there are several other establishments in and outside

Mumbai, apart from the corporate center. The bank boasts of having as

many as 14 local head offices and 57 Zonal Offices, located at major cities

throughout India. It is recorded that SBI has about 10000 branches, well

networked to cater to its customers throughout India.

ATM SERVICES

SBI provides easy access to money to its customers through more than 8500

ATMs in India. The Bank also facilitates the free transaction of money at the

ATMs of State Bank Group, which includes the ATMs of State Bank of

India as well as the Associate Banks – State Bank of Bikaner & Jaipur, State

Bank of Hyderabad, State Bank of Indore, etc. You may also transact money

through SBI Commercial and International Bank Ltd by using the State

Bank ATM-cum-Debit (Cash Plus) card.

SUBSIDIARIES

The State Bank Group includes a network of eight banking subsidiaries and

several non-banking subsidiaries. Through the establishments, it offers

various services including merchant banking services, fund management,

factoring services, primary dealership in government securities, credit cards

and insurance.

State Bank of India is the nation's largest and oldest bank. Tracing its roots

back some 200 years to the British East India Company (and initially

established as the Bank of Calcutta in 1806), the bank operates more than

15,000 branches within India, where it also owns majority stakes in six

associate banks. State Bank of India (SBI) has more than 80 offices in nearly

35 other countries, including multiple locations in the US, Canada, and

Nigeria. The bank has other units devoted to capital markets, fund

management, factoring and commercial services, credit cards, and brokerage

services. The Reserve Bank of India owns about 60% of State Bank of India.

SBI provides a range of banking products through its vast network in India

and overseas, including products aimed at NRIs. The State Bank Group,

with over 16000 branches, has the largest branch network in India. With an

asset base of $260 billion and $195 billion in deposits, it is a regional

banking behemoth. It has a market share among Indian commercial banks of

about 20% in deposits and advances, and SBI accounts for almost one-fifth

of the nation's loans.SBI has tried to reduce over-staffing by computerizing

operations and “Golden handshake" schemes that led to a flight of its best

and brightest managers. These managers took the retirement allowances and

then went on to become senior managers in new private sector banks.

VISION , MISSION AND VALUES OF SBI

Importance Of Vision, Mission, and Values:

Vision, Mission and Values are the beacon lights by which organizations

world over set their strategies and then align their everyday priorities.

Together these statements define the essential Organization: its purpose, its

philosophy and its form..

Why Vision, Mission & Values?

• The destination we want to reach is our vision.

• We normally have a reason for embarking on a journey. This is our

mission.

• The underlying values that guide the way in which we travel towards

our destination.
What is Vision?

• The Vision acts as a source of constant inspiration, a guiding light for

the future.

• The Vision statement presents a picture of the desirable future.

What is Mission?

• The mission puts the vision in action.

• It is what you do to actualize your vision: your plans, your strategies,

your targets, your numbers, and your activities.

• It concentrates on the present; it gives us an insight into the effort and

direction required to achieve the desired future.

Why Mission Statement?

• .Mission statement helps we-

– Prioritize what is important to the organization.

– Provides an inspiring statement of our ideals.

– a shared and compelling picture of the future that everyone can

believe in and work towards achieving as a team.

What are Values?

• Values are the basis on which you shape your actions so that your

vision can be reached.

OUR VISION:

MY SBI

MY CUSTOMER FIRST

MY SBI: FIRST IN CUSTOMER SATISFACTION

MISSION:

• We will be prompt, polite and proactive with our customers.

• We will speak the language of young India.

• We will create products and services that help our customers achieve

their goals.

• We will go beyond the call of duty to make our customers feel valued.

• We will be of service even in the remotest part of our country.

 • We will offer excellence in services to those abroad as much as we do

to those in India.

• We will imbibe state of the art technology to drive excellence.

VALUES :

• We will always be honest, transparent and ethical.

• We will respect our customers and fellow associates.

• We will be knowledge driven.

• We will learn and we will share our learning.

• We will never take the easy way out.

• We will do everything we can to contribute to the community we

work in.

• We will nurture pride in India.

RETAIL BANKING

Retail banking refers to banking in which banking institutions execute

transactions directly with consumers, rather than corporations or other

banks. Services offered include: savings and checking accounts, mortgages,

personal loans, debit cards, credit cards, and so forth or it is a typical

mass-market banking where individual customers use

local branches of larger commercial banks.

Retail Banking has wider connotation and is not the same as that of retail

lending. Retail Banking refers to the efforts of the bankers to reach up to the

customers on both fronts of the balance sheet i.e., Liabilities side as well as

Assets side. Under the liabilities side, we have deposits. Under the assets

side, we have credit schemes of the various banks. The job of the banker has

become very difficult in this segment too. Bankers today are offering various

sops to attract the potential customers.

Defining retail banking activity :

Retail banking activity is commonly understood to comprise:

• banking services for consumers (individuals/private households) and

• banking services for small- and medium-sized enterprises (SMEs).

 The delineation of each of these two segments, however, is not

standardized by, for instance a nomenclature for central banks’ statistics or

other official databases. The inclusion or exclusion of customer categories

from these segments depends, to a large extent, on cultural habits, market

developments or the individual business strategies of banks. In some

countries or specialized banks, for example, services for wealthy individuals

and households fall under the so-called segment of private banking.

Moreover, whether a certain size category of SMEs belongs to the segment

of retail banking or the segment of corporate banking varies from bank to

bank.

In order to reduce this complexity, the Authority has used the following

definitions for the purposes of the sector inquiry:

• Personal banking, i.e. banking products and services for consumers

including current accounts (and related services such as ATM, direct debit

and credit transfers), sight deposits and other savings accounts, credit

lines/overdrafts (no limits on individual asset size) and consumer loans;

• business banking, i.e. banking services for enterprises up to a maximum

turnover of EUR 10 million annually and including services such as current

accounts, term loans and credit lines. This report, following industry and
literary usage, will also use the term ‘SME banking’ or ‘SME customers’ for

this sub-segment.

In carrying out the inquiry and, for instance, addressing comprehensive

questionnaires to banks in the EFTA States, the Authority has not applied a

rigid definition within these general parameters. This approach has allowed

for individually flexible definitions, for example by accepting the banks’

own definition of SME business even where they may be narrower in scope.

Retail banking products and services :

Within the two segments mentioned above, the Authority has focused on the

following main products:

• Within the segment of banking services for consumers, three sets of retail

banking products form the core of the sector inquiry:

i)Current accounts – the bank account which individuals use for

most of their household transactions such as receiving wages or

paying bills.

ii) Deposit accounts – an account which individuals use for saving.

The accounts provide instant (‘sight deposits’) or time-limited (‘time

deposits’) access to funds.

 iii) Consumer term loans – a loan account operating for a

specified time period, which is used to fund personal or household

consumption.

In addition to these three sets of products, the sector inquiry has also taken

some account of other retail banking products for individuals such as

payment cards, mortgages and investment funds.

• The analysis of banking services for small enterprises (SMEs) focuses on:

i) Current accounts – the bank account which SMEs use for the

bulk of the payments they make and receive.

ii) Term loans - a loan account operating for a specified time period,

which an SME uses to finance its business expenditure.

iii)Credit lines – an open-ended facility which incorporates the

credit element of a loan – enabling SMEs to draw down finance –

and the flexibility of a current account for making and receiving

payments.

In addition to these three sets of products, the sector inquiry has also taken

some account of other products for SMEs such as leasing (which involves a

bank’s paying for part or all of the cost of a capital asset for an SME and the

bank then leases this asset to the SME).

Together with the retail banking products specified above, the sector inquiry

also analyses payments systems, since they form the core of money

transmission services in personal and SME banking, and are significant

structures within the retail banking sector as a whole.

General characteristics of retail banking markets :

The supply side of retail banking markets shows common features that are

typical for banking markets in general. The main difference between retail

banking and other banking fields is the fragmented demand side of the first,

comprising individual consumers and small enterprises. In the following, the

characteristics of the supply and demand sides of the market will thus be

discussed separately.

The demand-side of retail banking markets is, as would be expected,

fragmented. Bank customers are often faced with information asymmetry,

i.e. lack of full information about the products and services on offer and

hence cannot make meaningful comparisons. Moreover, there are numerous

barriers to customer mobility (e.g. tying and bundling of products, switching

costs such as closure charges, etc.) that result in a certain reluctance to

switch suppliers, hence making price competition less efficient.

Regulation of retail banking :

Across the EEA, competition authorities are increasingly turning their

attention to banking markets. Competition authorities in both Iceland and

Norway have dealt with several cases involving retail banking markets over

the years.14 It is by now firmly established that EEA competition law

applies to the banking sector.

One tool of prudential regulation is entry regulation by means of bank

license requirements. This is explainable by the rules on own funds

adequacy. However, the promotion of stability and the avoidance of a

systemic crisis cannot justify all occurring entry restrictions. Such

restrictions may also be used by governments to prevent foreign entries or

takeovers and thus impede effective competition. Another regulatory issue

that also affects market entry concerns specific rules on the ownership and

activity of certain types of banks such as savings banks and co-operative

banks.

The Authority scrutinizes advantages provided to certain financial

Institutions by means of State aid control in order to ensure a level playing

field for all market participants and to enhance undistorted competition. In

particular, the Authority ensures that public and private institutions operate

under similar conditions by removing unlimited state guarantees or fiscal

advantages favoring particular banks and by applying the so-called Market

Economy Investor Principle (MEIP).

Drivers Of Retail Growth:

CHANGING CONSUMER DEMOGRAPHICS

 Growing disposable incomes

 Youngest population in the world

 Increasing literacy levels

 Higher adaptability to technology

 Growing consumerism

 Fiscal incentives for home loans

 Changing mindsets-willingness to borrow/lend

 Desire to improve lifestyles

 Banks vying for higher market share

Future Of Retail Banking:

 The accelerated retail growth has been on a historically low base

 Penetration continues to be significantly low compared to global

bench marks

 Share of retail credit expected to grow from 22% to 36%

  Retail credit expected to grow to Rs.575,000 crs by 2010 at an annual

growth rate of 25%

 Dramatic changes expected in the credit portfolio of Banks in the

next 5 years

 Housing will continue to be the biggest growth segment, followed by

Auto loans

 Banks need to expand and diversify by focussing on non urban

segment as well as varied income and demographic groups

 Rural areas offer tremendous potential too which needs to be

exploited

Challenges:

 Sustaining Customer loyalty

 NPA reduction & Fraud prevention

 Avoiding Debt Trap for customers

 Bringing Rural masses into mainstream banking

SBI Provides following services :-

Deposit

-Demand Deposit
  Current Deposit

 Saving Deposit

-Time Deposit

 Fixed Deposit

 Akshaya Deposit

 Cumulative Deposit

 Pragati Deposit

Loan :-

Housing finance for individuals

Car finance

Finance for consumer disables

Finance for Scooter/Motorcycles

 Finance against future lease Rentals

 Personal loan to pensioness

Personal loan to serving Army officers, Govt. & other

Employees

 Education loan scheme

 Advance against life policy

 Advance against bank deposits

- ATM’s

SBI PRODUCT RANGE

Deposit

Deposits accepted by bank may be categorised as demand deposit and

time deposit.

Demand Deposit
 Demand deposits are those deposits that can be withdrawn without

notice. Bank undertake to repay such deposits as demand. The following types

of deposit accounts are classified under Demand Deposits.

(a) Current Account

(b) Saving Account

Current Account :

Under this accounts, a person can deposit and with draw money as many

times in a day as he wants. Money can be withdrawn by issuing cheques.

Current acount are remunerative type of deposit accounts as no interest its

payable on the credit balances outstanding in these accounts.

Saving Accounts :

This account is opened for the purpose of savings. Any purpose of

savings. Any person including a minor can open this account by depositing a

small sum of money. Saving Bank Account is subject to the restriction as to the

number of withdrawal as also the amount of withdraw as also the amount of

withdrawal permitted by banks during any specified period. However there is

no restriction on the number and amount of deposits that can be made on any
day. Balances in the Saving Bank Account cans interest at rates as determined

by RBI from time to time.

Time Deposit

Any deposit, which is repayable after a period of notice rather than

repayable after a fixed date or period, is a time deposit or popularly called as

term deposits. The following type of account in both banks are classified under

Retail Time Deposits.

 Fixed Deposit

 Apshaya Deposit

 Cumulative Deposit

 Pragati Deposit

Fixed Deposit :-

Fixed Deposit where the depositor makes a lumpsum deposit where the

depositors makes a lumpsum deposit at one time for a fixed period and receive

payment there of on Maturity with interest.

Apshaya Deposit :-

Apshaya Deposit is a reinvestment deposit Scheme where the depositors

makes a lump sum deposit at one time for a fixed period and receive payment

there of on Maturity with interest

FINDINGS

1) Customers were satisfied from the quick response and good customer

relationship.

2) Customer found employees of SBI very helpful and cooperative.

3) Customer are more influenced for taking loan from SBI because of

trust, customers have on SBI.

4) Customer found the procedure of availing loan simple and hassle

free.

5) Customers are came to know about the procedure how to deposit in

the bank and various types of deposit.

6) Being sbi is the famous in this country, so the influencing factor for

loan from this bank is influenced to the all types of people.

 CONCLUSION

SBI is providing good services to the clients during sanctioning the loan.

They cooperate with the clients to given maximum benefits. Different banks

offer same product but services only aspect, which differentiate banks

products. Services through corporate banking, personal banking SBI reaches

among the maximum number of customers across the country and More than

average number of customers were found satisfied by the offered services of

SBI.

RECOMMENDATION

 There should be a separate section to deal with the customer

queries and other responses.
 When a customer comes to know about the product one should
say more about its value and benefits.