CHAPTERI INTRODUCTION TO PROJECT REPORT

INTRODUCTION TO PROJECT REPORT

Banking system occupies an important place in our national Economy. Banking Institutions is indispensable, Banking has come to pay a pivotal role in the economic development of country. With a start in the Govt policies towards start ownership, banks with share holdings of public from corporate bodies have been converted in to National Institutions. Today as many as 27 Banks constitute the strong public sector. This project report entitled Project Report on credit facilities to personal segment with special reference to State Bank of Mysore (Shimoga Main Branch) has been brought out to know performance of Bank and customer opinion about credit facilities by bank.

OBJECTIVES OF THE STUDY

To make detailed study of Credit facilities to P.S provided by Bank. To know utilization of credit facilities of bank by customer. To study of problems connected with granting credit to customers. To study establishment, growth and progress of customer service provided by Bank.

 To know opinion of customer regarding loans provided by Bank. To know general opinion about Bank. To express our own opinion about Banks developing service attract new customers and hold existing customer. To go into depth about Credit facilities provided by Bank. To suggest solution to their problems. To know about performance of Bank. To make brief study of customer behavior. To give recommendations to solve the problem faced by P.S. Branch in providing financial assistance to Individual persons.

AREA OF STUDY
The State Bank of Mysore PERSONAL SEGMENT Branch located at B.H. Road Shimoga is selected and their informations about Banks function. This project report aimed at giving analysis in credit facilities in general and analysis of credit facility towards customers from customers point. The respondents were selected on Random basis.

BENEFITS OF STUDY
1. We can set clear idea about bank and its development 2. Study gives us to know the performance growth of bank.

3. By preparing this Project Report, the study helps us incoming to our own suggestion for its improvements. 4. It increases our own knowledge regarding Banking operations and activities.

LIMITS OF PROJECT REPORT

1. Here we cannot contact all types of customers 2. Customers will not give correct opinion about the survey 3. Accuracy of this report is limited because of factors like limitation of time.

METHODOLOGY
The manager of branch was personally interviewed to elicit information about the banking. Survey on sample basis was conducted to ascertain the information about banking system. For this purpose, 50 customers are selected as sample and were interviewed with the help of questionnaires. Personal interviewed to elicit the information for them. Various secondary data were also collected from various published sources like magazines, Newspapers and from Internet facility and handbook on personal segment advances and annual report.

CHAPTER II INTRODUCTION TO BANKING

INTRODUCTION
Banking system has occupied an important position in our commercial world. Banking institution is indispensable. Banking systems playing a very important role in the economical development of our country. Commercial banks are having lions share in the total banking operations in our nation commercial banks are oldest institution having a wide network of business. Banks render very valuable service to the communicates to the trade and industry. They keep the wheels of trade, commerce and Industry always revolving. Banks providing financial assistance to small scale and large scale industries.

Banks today are backbone of modern industry. They are essential part of the community.

ORIGIN OF BANK
There are different opinions regarding the origin of the term bank. According to some it is derived from Italian word BANCO Latin word BANCUS French word BANQUE, which means a bench. In olden days European bankers using bench to transact there banking activities. However, according to others the word BANK is derived from German word BANK which means Common fund raised from a large number of public.

HISTORY OF BANK IN INDIA

The development of modern banking in India begin with banking activities undertaken by English Agency House at Calcutta and Bombay which combined banking with trading. It appears that the earliest bank on western line was established at Madras as early as 1683. The first joint stock bank was the bank of Hindustan established at Calcutta in 1770. At that time another banks were established bank of Bombay in 1840. Bank of madras in 1843 and Bank of Bengal. All these 3 banks were amalgamated in 1921 and were names as The Imperial Bank of India and again in 1955 this bank was taken over by govt. and was renamed as State Bank of India. In 1889, other commercial banks were established. It was the first pure India joint stock Bank it was followed by Punjab National Bank in 1894 and so on.

Growth of banks was very slow in the beginning in 1913 and 1922. 108 banks were failed. In addition, in 1922 and 1936, 373 banks failed. Only after independence banking system made rapid progress how India Banking system is one of the developed banking systems of the world.

INDIAN BANKING REGULATION ACT 1949

Section 5(1) (1) of the Banking Regulation Act of 1949 defines the term Banking Co as any company which transacts the B/s of Banking in India. Section 5(1) (b) of the Banking regulation Act of 1949 defines the term Banking as accepting from the purpose of lending or investment of deposits money from the public repayable on demand or otherwise and with draws by cheque, draft, order or otherwise.

CUSTOMER AND BANKING REGULATION AS PER ACT

BANKER
Banker is one who does the business of Banking. He is a dealer in money. Since he accepts deposits and lends it to needy people or units. Banker act as an agent bin borrower of bets and a purveyor of credit. According to American definition an Banker a dealer in credit. When a person uses funds of others for giving credit he is known as a Banker. According to Harbet Hart a banker is one who in the ordinary course of his Business honors cheque drawn upon him by person from and for whom he receives money on current A/c.

Features of Bankers
1. Acceptance of deposit from public. 2. Profitable employment of fund so collected. 3. Obligation to repay deposits in demand. 4. Lending of money. 5. Banking as a main Business.

Functions of Banker
1. Primary functions 2. Secondary functions

1. Primary Function a) Acceptance of Deposits b) Granting or sanction of advances c) Discounting Bill of Exchange 2. Secondary Functions A. Agency Services 1. Collection of income on behalf of customer 2. Making payment on behalf of customer

3. Purchasing and sale of securities on behalf of customer 4. Acting as a trustee and executor B. General Utility Service 1. Provision of deposit arrangement. 2. Issue of letter of credit, travelers cheque etc. 3. Under writing of loans received by government. 4. Remittance of funds.

CUSTOMER
In common sense customer refers to a person who has an A/c with a Bank Account holder can be regarded as customer according to H.L.Hart. A customer is a person who has an A/c with a Banker or for whom a Banker habitually under taken to act such.

ACCORDING TO KERAL HIGH COURT

A customer is a person who has the habit of resorting to the same place or person to do B/s. So for as Banking transactions are concerned. He is a person whose money has been accepting on the footing that the banker will honors up to the and standing to his credit irrespective of his connection being of short or long standing

SPECIAL TYPES OF CUSTOMERS

These customers are those who are distinguished from other types of ordinary customers by some special features, Hence they are called special type of customers. They are as follows Minors. Lunatics Drunker Clubs Hindu undivided family Co-operative society Purdha woman Illiterate person Trustee Executors. 11.Joint stock company. 12.Married women.

BANKER CUSTOMER RELATIONSHIPS

We can classify the Banker Customer relationship into 2 main objectives (1) Primary relationship. (2) Debtor creditor relationship. (3) Trustee in respect of safe lockers. (4) Agent principal relation ship. (5) Right to combine. (6) Special features of relation ships

(7) Bankers is required to pay (8) Presentation of cheque within reasonable time. (9) Banker has to honor cheque drawn upon him subject to above condition.

DEVELOPMENT OF MODERN BANKING

For the history of modern Banking in India a reference to the English Agency is the days of Just India to, would by necessary the bank of Hindustan was the first Joint stock Bank to be established in India under European management. But soon of failed in the first half of the 19th century. The East India to established 3 Banks. Banks of Bengal in 1809, Bank of Bombay in 1840 and Bank of Madras in 1843. These banks were known as presidency banks. These 3 banks were amalgamated in 27th Jan 1921 to form Imperial Bank of India. The aid commercial bank was perhaps the first purely joint stock bank to be established in 1889. Walter the Punjab National Bank. The peoples Bank were established. The Bank of India was started in 1906 Indian Bank was started in 1906 the Indian Bank in 1907. The bank of Baroda in 1908 and the central Bank of India in 1911. The SBI was established and following seven banks were made subsidiaries of SBI. 1. State Bank of Beckoner and Jaipur. 2. State Bank of Indore. 3. State Bank of Mysore.

4. State Bank of Hyderabad. 5. State Bank of Saurastra. 6. State Bank of Travancore. 7. State Bank of Patiala.

CLASSIFICATION OF BANK
On the Basis of functions Banks can be classified in to 6types. 1. COMMERCIAL BANKS Commercial Banks usually requires deposit for a short period and suppliers short term for a short period and suppliers short-term credit of facilities to trade and commerce. Commercial Banks are oldest institution having wide Network of Branches. One of the commercial Bank in our county SBI having 12000 Branches all over India.

2. INDUTRIAL BANK Industrial Bank is to meet long-term credit facilities to needs of industries. Which provide credit to industrial under takings.

3. AGRICLUTURAL BANK Credit needs of Agriculture are of 3 types. They are short, medium and long term. Short-term credit is required for the purchasing manure, seeds etc., medium term is provided for purchases of agriculture implements and cattle long term for makings permanent improvement of land.

4. CENTRAL BANK It is the top of banking institution operating in the country. It does not complete with other banks for profits but acts as a Bankers Bank and lenders of last resort.

5. SAVING BANK It encourages the habit of saving among the people of community under such type of banking deposits recovered or not with drawls on demand. Beyond a certain limit. Any with draw all beyond a certain unit requires a prior notice.

6. EXCHANGE BANK These bank finance mainly the foreign exchange Business that is the export and import trade of a country as they mainly finance foreign exchange B/S. They are called Exchange Banks.

CHAPTER III P SEG ADVANCES

PERSONAL SEGMENT ADVANCES

INTRODUCTION The human body is an perpetual wanting animal if one want is satisfied by him at the same time another want will be created by him. In day-by-day Banking activities are developed and change according to the needs and requirements of the customer. The Bank has introduced new schemes. In recent years that new scheme was introduced by the Banks FINANCIAL ASSISTANCE TO PERSONAL SEGMENT.

PERSONAL SEGMENT
Under this segment the S.B.M. lent money against personal as well as other securities, such as ornaments, goods and immovable property for every day. The banker knowledge of individuals and their financial position on A/c of the narrow circle in which these transactions had to be carried out, rendered by him, more useful than even the modern commercial banks which are practically impersonal in their character and are ledged round with many formalities mere by some times annihilating. Their utility at the cordial moment the personal relations B/W the Banker and his customers were of a cordial nature.

Meaning
Under this segment the bank has provide loans and advances to private purposes. Under this segment the borrower borrows the money for fulfillment of his own need for Ex:- Housing loan, education loan, medical loan. These types of loans main object are to fulfillment of his own needs not earning of profit. The bank has provided the loans to personal segment on the basic of the requirement funds by the customer.

Ex:- In case of education loan, the bank has provided loan for studies. In India Rs. 7.5 lacks In abroad Rs.15 lacks

Definitions
The Indian Companies Act defines the term personal segment as The lending for the purpose of personal element to the public on demand.

SCOPE OF THE SEGMENT

The scope may be divided into 5 categories namely1. Happy Home Scheme. 2. Loans for purchase of consumers durables. 3. Help age scheme. 4. Gold loan. 5. Advances against securities. 1. Happy Home Scheme Under this category the bank has provide loan to salaried persons, selfemployed, professionals/ Businessmen. For the purchase of car, two wheelers, solar water heaters, purchase of computers etc.,

2. Loan for purchase of consumer durables/ two wheelers

Under this category the bank has provide the loans to customers for the purchase of TV, washing machine, refrigerators, furniture, computers, scooters, motor cycle (new only) etc.,

3. Other advances Under this category the bank has provide the loans for CONSTRUCTION/ BUYING NEW FLATS/ HOUSE, EXTENSION OF EXISTING HOUSE/ TAKE OVER OF EXISTING HOUSING LOAN FROM OTHER FINANCIAL INSTITUTIONS. Attractive features of Mysore Banks Housing Finance Scheme: 1. Loans from banks are cheaper than housing finance agencies/ companies. 2. Nominal processing charges. 3. No administration charges. 4. No commitment charges. 5. No charges for Repayment of loan/ installments. 6. Interest charged on reducing balances. And also the bank has provided loans for school and village education in India and abroad.

4. Help AGE SCHEME/ PERSIONER LOAN Under this head the bank has provide loans to pensioners aged less than 70 years and medical treatment etc., and the bank also provide loans to personal expenses, marriage function, travel, medical treatment and education and general

purpose loan against mortgage of immovable property and credit cum subsidiary scheme of GOI for Rural Housing.

5. Gold Loan Banks generally do not prefer gold ornaments and jewelry as security for advance for various reasons. However Reserve Bank has permitted them to accept urgent medical expenses and other unforeseen liabilities. In August 1993 a ceiling on such advances was fixed at Rs. 25000. But in February 1995 banks were permitted to fix their own ceiling. Under this head the bank has provided advances against gold ornaments and O.D against gold ornaments.

6. Advances Against Securities The term stock exchange security refers to those securities, which are dealt with on the stock exchanges. The securities dealt with on the stock exchanges are as follows:I. Securities issued by the central and state governments. II. Securities issued by semi-Govt. institutions like The Port Trust, Improvement Trust etc., III. Shares of Joint stock company. IV. Debentures of Joint stock company. Under this head the bank has lent advances against deposits, SBIMAGNUM, shares and debentures, Demut shares and debentures, gold bonds, Gold securities NSL, Indira Vikas Patra, Kisan Vikas Patra, Life policies, UTI etc.

While granting the loans and advances against different security, The Banker should bear in mind the following 3 principles.

1) Liquidity 2) Safety 3) Profitability 1. Liquidity Liquidity means the ability of a Bank to produce cash on demand liquid asset may be convertible into cash quickly. In normal times certain assets can be coasty sold to the public for cash but in time when all the publics needs of money these assets can not be sold others for cash so while granting the loans and advances against securities the that security is convertible into cash without loss of time and without loss of value are the most imp attribute of a liquid assets.

2. Safety The 2nd imp consideration that a Bank should be an in mind while investing its funds his safety A Bank is a dealer in other peoples and money so it should look to the safety of the funds belonging to the depositors in order to safe guard the funds of the depositors a Bank should invest its funds on safe assets.

3. Profitability The 3rd imp consideration is profitability or return on the funds invested. A co Bank is a B/S or institution so it must earn sufficient profits to meet its expenses and pay good dividend to its shareholders.

CHAPTER IV PERSONAL SEGMENT ADVANCES

LIST OF PSEG ADVANCES
CONTENTS PERSONAL SEGMENT HAPPY HOME SCHEME 1] Car Loan 2] Two Wheelers (Scooters) 3] Solar Water Heaters 4] Purchase of Computers

LOAN FOR PURCHASE 5] Loan for Purchase of consumer durables

OTHER ADVANCES 6] Direct Housing Finance 7] Loan for Purchase of Residential Site/Plat 8] Home Loan AlC of WHB 9] Education Loan Granamitra Scheme

HELPAGE SCHEME 10] Loans for pensioners for medical treatment 11] General-purpose loan against mortgage of immovable property 12] Personal Loan-Any purpose 13] Personal Loans my Bank UTSAU 14] Credit cum subsidy scheme of GOC for Rural Housing 15] Golden Jubilee Rural Housing Finance of National Housing Bank 16] EUCATIONAL Loan Scheme (Supreme Court) for students in private and professional colleges.

GOLD LOAN 17] Advances against Gold ornaments. 18] O.D. against Gold ornaments.

ADVANCES AGAINST SECURITIES 19] Cash key scheme 20] Advances against Deposits 21] Advances against SBI-Magnum

22] Advance to employees to Buy share of their cos 23] Stock support schemeAdvances against shares & debentures. 24] Advances against demat shares & debentures. 25] Advances against Gold bonds 26] Advances against Gold securities 27] Advances against NSC 28] Advances against Indira Vikas Patra 29] Advances against Kisan Vikas Patra 30] Advances against Life Policies 31] Advances against UTI 32] PUSTAKA MITRA

POLICY GUIDELINES RELATING TO PERSONAL SEGMENT ADVANCES FOR 2003-2004

SEGMENTAL ADVANCES GROWTH BUDJET

(Rs. In crores) DESCRIPTION March 2002 ACTUALS PERSONAL TOTAL PERSONAL (STAFF) TOTAL 147 200 600 44 0 0 103 March 2003 Estimates 200 March 2004 Projections 600

 30% of the total advances growth is budgeted under the personal segment. Rs 480 crs out of 600 crs allotted to Bangalore, Mysore and Hubli zones covering 477 out of 608 Branch Growth in cost two years only under Housing Loans and Educational Loans, growth to be segment Loans viz., consumer loans vehicle loans personal loans mortgage loans, etc New products will be introduced during the year regularly. Cross-selling of other loans to existing borrowers to be intensified. Person availing Housing loan should be encouraged to avail consumer loans, vehicle loans etc., Retail marketing will receive greater attention and a team of marketing officers will be detailed and trained for this purpose. The details of sub-allocation of pseg advances are indicated below.

Personal Segment advances Budget For 2003-2004

(In crores)
HOUSIN G 370 EDUCATIO N 43 CONSUME R 90 VEHICL E 32 MORTGAG E 27 10 28 600 SHARES OTHERS Total

Growth percentage envisaged for 2003-04 is very high at 82%. This will call for allocation of budgets to all the branches under PERSONAL SEGMENT. Metro and urban branches should achieve 100% growth, while semi urban branches should achieve 80% growth and rural branches at 75%.

A strategy for achieving advances growth personal segment. Tie-up with corporate, PSUs for a summer loans, vehicle loans, housing loans to their employees. Opening of specialized Housing finance branches at major centers to begin with in Bangalore, Mysore, Hubli, Shimoga, Mumbai, Delhi, Chennai etc., Tie-up with colleges/universities for group educational loans. Tie-up with major dealers of reputed brands for consumer durables financing. Organization of exhibitions during festivals and events. Tie-up with real estate developers and reputed builders for increasing housing finance. Bring-out updated small book-lets Lisnlighting various schemes of bank. Introducing novelties like flexible EMIS, free insurance etc, Tie-up with departmental stores for financing their customers for purchase of major consumer durables. Cross selling of products to all our customers. Opening of specialized branches for advances under retail segment at Bangalore, Mysore, Shimoga, Chennai, etc.

STRATEGIES FOR ACHIEVING DEPOSIT GROWTH

The focus should be laid on increasing the market share at major centers like, Bang lore, Mumbai, Kolkota, Chennai, New Delhi, Hyderabad, Mysore, Hubli, Davangere, Mangalore, Belguam, Shimoga, Hassan, Chikmagalore, Madikere etc,. Focus should be laid on increasing the number of Loans from traders. Share of flow cost deposits to be increased to aim at 15% under current A/c and 25% under savings Bank A/c. Increased emphasis should be laid on a. Excellent customer service b. Overall customer orientation c. Offering innovative products and increased use of technology. d. Offering new delivery channels. e. Expanding the branch network in new potential areas.

STRATIGIES FOR ACHIEVING DEPOSIT GROWTH RELATING TO PERSONAL SEGMENT

Mainly by extending very good customer service and also provide all value added services. To secure accounts in the age group of 18-35 years, preferably in the wish earning income (who are employed in private companies/multinational companies/export oriented companies)

Focus on skilled professionals like doctors chartered accountants Engineers. Advocates, processors, software engineers, MBAs and Finance managers etc.

INTEREST EXPENCES
Interest on Deposits The interest expenses are projected to increase from 700 crores to Rs 1500 crores under PER segment advances.

DEPOSITS
PERSONAL SEGMENT GROWTH ALLOCATION SEGMENT 31-3-2002 ACTUAL GROWTH PERSONAL SEG Since the opportunities under PER segment are available uniformly in all the population groups, viz, rural, semi urban, urban and metro, we have proposed a uniform rate of 29% growth among all the modules. However depending on the potential, the following growth budget targets are stipulated with have to be ensured by the controllers. Viz, metro branches 50% urban branches 40% semi urban branches 30% rural branches 20%. For achieving the budgeted growth of 770 (In crores) 31-03-2003 31-03-2004 ESTIMATED GROWTH 550 PROJECTED GROWTH 1500

Rs.1500 crores under PER segment advances. It is essential that each and every branch of the bank contribute to the growth throughout the year. Increasing the number of customers serviced is the key in achieving this talk. Hence increasing the efficiency of operations and level of customers service should be the fundamental task at all the branches.

CHAPTER V

STATE BANK OF MYSORE

HISTORY
The origin of STATE BANK OF MYSORE is to be traced to the resolution adopted at my sore economic conference held in June 1912. At the instance of banking committee leaded by Late Sir. M.Visveshwariaha as its chairman Sir, M.V. as it chairman. That is state aided bank called the Bank of Mysore should be established under the patronage of govt. of his highness. The in charge of a Mysore. Under the gracecious patronage of his highnesss govt. the Bank was registered on the 19th may 1913 and after completion of the necessary preliminary formalities. The Bank opened its B/S on 2nd Oct 1913. In 1953 the SBM was appointed as on agent of RBI for the purpose of conducting govt business on 1st march 1960. The bank become a subsidiary of the SBI under SBI (subsidiary banks) Act 1959. The bank with its historical linkages with the people of Karnataka has continued its commitment with more vigor towards the exciting advantage of transforming. The economic structure of the country by reaching out to the trodden and helpless. It has successfully emerged as an effective instrument for bringing about significant solid economic changes in Karnataka particularly in the rural areas. SBM has 54 authorized branches to deal in foreign exchange, transactions spread throughout India. This branch not only covers the metropolitan center.

Besides these authorized branches are other branches undertake certain selected transactions of foreign exchange. SBM has correspondent relationship with over 100 overseas bank covering every IMP trade and financial center all over World. The dealing a round at Blore and Mumbai are well known for professional excellence in the currency markets. A deals in 18 foreign currencies and has fully computerized telecommunication and information process systems with instant access total international and financial and currency markets. The bank provides finance to its customers fertilizing telecommunication systems. Correspondent network and professional competence of official. The establishments of SWIFT connection enables instant transfer of funds to international banks are over World. The SBM is one of the subsidiary banks of SBI. It was established in the year 1913, with a depositing 2.25 crores and the loans and advances of 2 crores. The SBM has head office at Ban galore and has more than 560 branches all over the country. SBM has classified into the main zones namely: 1. Ban galore Zone 2. Mysore Zone 3. Hubli Zone 4. Central Zone The Bangalore zone includes branches in district of Bangalore and Tumkur. Central zone includes all the branches outside Karnataka and Kolar district. Mysore zone includes are branches Mysore, Mandya, Kodgu, Chickmangalore and Hassan district. Hubli zone includes Shimoga, Uttara Kannada, Chitradurga,

Dharwad, Belguam, Bellary, Raichur, Bijapur, Gulbarga and Bidar district and also Goa state. Deputy General Manger and assistant general manager head all the zones. Each zone is further divided under regions. Each zone has got four regions. And Regional manager heads regions. After this last stage of management that is branches which are headed by branch manager. Bangalore zone, mysore zone and also Hubli zone are contained 360 branches in which each zone contains 120 branches and central zone contained other 203 branches in all over the country. Central zone contains these banks in metropolitan cities like Mumbai, Chennai, Delhi, and Calcutta and other main cities of the country. The SBM has given an opportunity to work in banks for more than 12000 in all over the country. Boards of directors are managing SBM. They are managing directors of bank, under sectary Govt of India, Deputy managing director. Associates in subsidiaries. SBI central office. General manager associates and subsidiaries chairman of SBI and representatives from employees and officers association. In India being one of the fastest growing countries in Asia offers unique opportunities to non-resident Indian and over seas corporate bodies predominantly owned by non-residents for investment as deposit with banks. The Mysore Banks has maintained tradition of extending excellent and continuous customers service and has evolved schemes both under deposits and advance to suit to the needs of the clients. The banks has gained vast experience in securing non resident accounts and has in its books, a large number of non resident account.

As a non-resident are properly aware of present progressive policies of the Government of India. The honorable finance minister in his budget presentation has offered the following benefits to NRIs. Remittance in foreign exchange is individual residents includes are totally exempted from the preview of gift tax. NRIs are allowed to invest in housing and real estate and the only condition is that repartrialction benefits out of the income generated from rent/sale proceeds of the assets are available. The ceiling on equity contribution by the NRIs has been enhanced up to 51%. SBM offers the following deposits schemes specially designed for nonresidents Non-residents deposits Account Foreign currency deposit Account Non-resident non-reportable deposit account Resident foreign currency deposit account. SBM has designed a special scheme for loans to persons going abroad an employment to meet the Cos of on ward passage face. Housing finance is available to NRI up to 75% of the cost of the flat or house to maximum limit of Rs.1000000. the facilities of safe deposit lockers. Safe custody of shares or securities is available to non-resident customers.

SBM provides an extensive range of specialized service under one roof merchant banking bureaus at Bangalore, Mumbai, Chennai, New Delhi, Calcutta.

Branches and Offices

The administer of this Bank is of three tiers systems. The head office is situated at Bangalore. The Bank has a network of 623 Branches and an extension counters spread all over India, which includes 6 specialized SSI Branches, 4 Industrial Finance Branches, 3 Specialized personal Banking Branches offering wide range of financial services.

DEVELOPMENT
The Bank has many pioneering achievements. It has pioneered in financing Coffee and Silk industries and has taken lead in financing agriculture and smallscale industrial activities. The Bank has played a very proactive and dynamic role in the economic of Karnataka state it enjoys exceller branch equity and a household name in state.

TECHNOLOGICAL DEVELOPMENT The Banks is constantly upgrading technology to improve the efficiency of operations and to provide efficient customer service.

COMPUTER SECTION

Out of 623 branches, 480 branches have been computerized covering 89% of the Business and 69% of Branch network. Plans are a govt. to achieve 100% computerization by Dec 2003.

ATM NETWORK The Bank has installed 42 ATMs of which 37 are networked with State Bank ATM Network with more than 2000 ATMs spread over 486 centers across the country.

OTHER DEVELOPMENTS 1) Value added services like DD printing through floppies, tale-banking facility, and customer enquiry terminal are being provided to the customers. 2) It is proposed to provide single window operation facility at is fully computerized branches. 3) The Banks is participating in the core Banking solution project of the State Bank group which will provide any where and any time Banking facility to the customers. 4) Bank has entered into strategy alliances with all major tractor manufactures for tractor finance, M/s.Maruthi Udyog Limited for car finance. M/S TVS Company for two wheeler finance etc Which has enabled to after loans on attractive terms. 5) The Bank has entered into corporate Agency with SBI life Insurance company for distribution of insurance products.

SBIMF and SBI caps for providing investments, SBI cards for marketing credit cards. 6) Banks dominate presence in the rural and semi-urban areas of Karnataka have significant implication for strategic initiative for penetration of banking and other financial services including insurance products.

PERFORMANCE HIGHLIGHTS AND WORKING RESULTS As on 31st march 2003.

Paid up capital
The paid up capital of the Bank is Rs.36 crores and the Net worth of the bank is Rs. 430.96 crores as on 31/03/2003.

Adequacy ratio
The Bank had achieved a capital Adequacy Ratio of 11.62% as at the end of March 2003.

Dividend The Bank has declared a dividend of 40%.

Asset The size of the Asset of the Bank arouse 10,000,00 Crores.

Credit Expansion

The gross advances of the Bank increased from Rs. 5173. 97 crores to 5549.83 crores in march 2003.

Investments
The total investments in Government, approved and other securities increased to Rs. 4771.68 crores as at the end of March 2003 from Rs. 4170.34 crores at the end of March 2002.

International Banking
During the year Foreign Exchange turnover recorded an increase of 11.06% and amounted to Rs. 7561.52 crores as compared to Rs. 6807.68 crores during the previous year. The Banks advances by ware of Export credit stood at Rs. 446.21 crores as at the end of March 2003 and considered 9.62% of the Banks Net Bank Credit.

Merchant Banking The primary market continued to be swiggish during 2002-03 and consequently. The Banks merchant banking activities were at low throughout the year.

HUMAN RESOURCES
Training

During the year 2002-03, 168 training programmes were organized at the Banks staff training centers at Bangalore and Mysore, imparting training to 3184 employees of all adders. 586 Officials were deputed to out side training institutions like SBSC Hyderabad /Gurgaon, SBIRD Hyderabad, NIBM Pune, 13TC Mumbai etc. With a view to motivate Human resources of the Bank, we conducted an on site Organizational Development Programmed on motivation and Group Dynamics where in My Bank Awareness programmes along with change were covered.

Man power profile

As at the end of March 2003, the total staff strength of the Bank stood at 9743 as against 9872 at the end of previous year. The staff strength comprised of 2348 officers 5447 clerks/cashiers and 1948 subordinate staff. Of These 930 are ex defense personnel, 103 belong to the physically handicapped category and 528 employees seniority communities.

Womens representation
At the end of March 2003, there were 2035 women employees in the Bank compared to 2049 at the end of March 2002. The Bank continued to provide equal opportunity to women in their career progression.

The Following pie chart shows the Break up of Income of the Bank

BREAK-UP INCOME OF THE BANK

2% 22% 40%

36%

interest on advances

interest on investments

non interest income

other interest

From the above diagram we know that the operating profit increased to Rs. 352.74 crores in 2002-2003 from Rs. 234.79 crores in 2001-2002 (50.24%). The net profit also increased to Rs. 115.92 crores from Rs. 65.90 crores (75.90%) the Return on Assets increased to 1.02% from 0.64% and Return on Equity to 26.90% from 18.74%. The Following diagram shows the Deposits of the Bank. Deposits (Rs in crores)

GRAPH SHOWING THE PROFIT OF THE BANK

400

350 234.79

300

Rs. in crores

250 137.94

200

352.75

150 65.9

100 25.72

50

0 2000-01 2001-02 2002-03

YEAR

operating profit

net profit

115.92

Following graph shows the deposits of the bank

GRAPH SHOWS DEPOSIT OF BANK

8207.24 8792.71 2002-03 5120.01

8000

7000 4595.18 2000-01 3825.41 2001-02

6000

Rs. IN crores

5000

4000

3000

2000

1000

7334.69

9000

YEAR

personal segment

agricultural department

From the above diagram we known that the Aggregate deposits of the Bank stood at Rs. 8792.71 crores as at the end of March 2003 recorded a growth of Rs. 585.47 (crs.) (7.13%). Deposits under personal segment increased by Rs. 526.82 crores (11.46%) in 2002 2003.

The Following diagram shows the Advances and Investments of the Bank.

GRAPH SHOWS ADVANCES AND INVESTMENTS OF THE BANK

5549.83 4158.84 2002-03

5173.97

6000

4529.63

5000

Rs. In crores

4000

3000

2000

1000

0 2000-01 2001-02

3550.32

YEAR

advances

investments

From the above diagram we know that The total investments in Government, approved and other securities increased to Rs. 4771.68 crores as at

4760.57

the end of March 2003 from Rs. 4170.34 crores at the end of March 2002, recording growth rate of 14.42% (Rs. 601.34 crores).

The Following table shows the statistical profile of S.B.M.

Statistical Profile

As on 31st march 2003. (Rs. In Crores) Capital Net worth Return on Assets (%) Return on Equity (%) Aggregate Deposits Market share in ASCB (%) Advances Market share in ASCB (%) Credit Deposit Ratio Priority Sector Advances Bank Credit (% NET) Credit investment Deposit Rate FOREX TURNOUER Number of branches Fully computerized Branches Branches with ALPMS % Of Business covered under computers 36.00 430.96 1.02 26.90 8792.71 0.67 5549.83 0.75 63.12 2017.57 43.49 117.39 7561.52 609 173 167 82%

Number of staff Average B/s Per employee Business Per Branch Operating profit Net profit Interest Spread (%) Expenses Ratio (%) Staff expenses Ratio Capital advance Ratio (%) Net NPA Ratio % Excluding service Branches

9743 146.49 2382.48 352.74 115.92 342 48.16 18.65 11.62 5.19

Position as at the end of June 2003

Aggregate deposit Advances Priority sector advances % Of PSA to wet bank credit Forex turnover Operating profit 9,020.76 5522.60 2032.74 43.85 1808.89 101.86

CATEGORY-WISE DISTRIBUTION OF AGG DEPOSITS JUNE03 Category Current A/c. Savings Bank Term and others Bulk deposits Total 757.14 2468.16 5318.04 477.42 9020.76 Amount % Of Total 8.89 27.36 58.95 5.30 100.00

AREAWISE DESTRIBUTION OF BRANCHES AND BUSINESS JUNE 2003 AREA RURAL SEMI URBAN No Branches Agg. Dept Advances 948.53 890.82 1895.67 1059.81 1893.02 893.44 4283.54 2678.54 9020.76 5522.61 of 213 147 113 138 611 URBAN METRO Total

The following tables show the performance of the S.B.M. at top 3 Branches area wise

ACCLAIM MARCH 2003

TOP 3 BRANCHES AREA WISE Net Result

METRO Mayabazar Delhi Bangalore Mumbai (Rs. In Lacks) 1,468.54 1,205.75 1,068.66

Forex business
METRO Mayabazar Delhi Mumbai Cheni 91312.40 51805.71 113921.49

URBAN Mysore Shimoga Davangere 551.46 289.62 235.44 URBAN Mysore Tirupur Visakapatnam SEMI URBAN Chickmagalur Avinashi Chitradurga 392.60 200.30 189.44 SEMI-URBAN Aviinashi BDVT Chikmagalur RURAL Jvsh, Torangalu Mudigere Chickmagalur ADB Abbur 159.94 149.05 241.31 RURAL Hirehalli Undustrial estate Harita I.I.M.campus bilekaahalli 317.48 5694.63 3736.73 11435.14 3376.82 724.57 13556.00 9100.982 5355.82

BALANCE SHEET AS AT 31ST MARCH 2003 OF S.B.M:

Particulars CAPITAL AND LIABILITIES Capital Reserves & Surplus Deposits Barrowing Other Liabilities and Provisions

Sl. No

As on 31-3-03

As on 31-32002

1 2 3 4 5

360000 3949580 90131158 3354081 155626.81

360000 3155734 85248494 795107 3977336

Total ASSETS Cash and Balance with RBI Balances with banks and money at call & short notice Investments Advances Fixed Assets Other Assets Total Contingent Liabilities Bill for collection 12 8 9 10 11 6 7

113357500

103536671

4652384 4906232

5734477 3457325

47605683 52606673 382934 3203394 113357500 49212444 2751564

41588344 49145005 361797 3249713 103536671 33192444 1802027

STATE BANK OF MYSORE IN SHIMOGA DISTRICT

PROFILE OF THE BRANCH BRANCH OPENED ON NAME OF THE BRANCH MANAGER M.R.JAYESHA (Chief Manager) NAMES OF OTHER OFFICERS: 1. SHANTHAMURTHY. K.L. 2. KULIMUTHU.A.K. 3. CHIDAMBARA.S.H. 4. SUBBURAO.S.N. Manager [Advances] Manager [Accounts] Manager [Cash] Manager [A.B.D.] 2-9-1914

THE FOLLOWING TABLE SHOWS THE PERFORMANCE OF THE BRANCH

BUSINESS HEAD

MARCH 2001 ACTUALS

MARCH 2002 ACTUALS 497203 417079 914282 914282

MARCH 2003 ACTUALS 540894 481029 1021923 1021923

AUGUST 2003

BUDG ET 2004

BUDGET 580777 513279 104056 104056

ACTUALS 551664 498310 1237972 1049974 676943 561029

DEPOSITS ADVANCES Total T/O Total T/o

412976 341746 84702 84702

From the above table it is clear that the performance of the Branch up to August 2003 and Budget for 2004. The following table shows deposits and advances of the branch during the 13 preceding previous years Year Deposits Advances Total turn over 31.3.1990 31.3.1991 31.3.1992 31.3.1993 31.3.1994 31.3.1995 31.3.1996 31.3.1997 31.3.1998 31.3.1999 31.3.2000 31.3.2001 9.27 10.29 11.27 14.58 14.87 18.64 25.87 30.10 25.78 31.66 29.99 40.10 19.53 24.58 33.55 31.35 27.83 32.80 24.79 28.65 27.82 29.82 30.50 34.17 28.80 34.87 44.62 45.93 42.70 51.44 50.66 58.75 53.60 61.03 60.49 74.27

31.3.2002 31.3.2003 29.8.2003

44.82 52.70 55.17

41.70 48.10 49.83

86.52 100.80 105.00

From the above table it is clear that the total turn over of the branch and it shows the rate of turn over is increased from year to year. The following shows the Agregate Deposits advances and Deposits of Diff Segmenetal advances its allocation is clearly with the help of the following tables we may know about the different segmental advances deposits of the Branch.

STATE BANK OF MYSTORE MAIN BRANCH, SHIMOGA Particulars Aggregate Deposits Advances Profit N.P.A 31.3.01 40.10 34.17 1.07 9.21 31.03.02 44.82 41.70 1.75 8.85 31.3.03 52.70 48.10 2.90 7.35

P SEGMENT Deposits Advances Excluding staff loan 51.83 7.93 2.41 18.91 7.92 5.82 24.52 12.88 9.14

AGR SEGMENT Deposits Advances 3.57 11.67 4.15 12.96 3.19 11.18

C & I SEGMENT Deposits Advances 13.38 11.67 14.70 12.96 18.35 11.18

SIB (SEGMENT) Deposits Advances 7.30 8.95 7.05 11.05 115.37 6.64 11.90 130

Productivity (in Lacks) 74.36

STAFF STRENGTH Officers Award Staff Sub Staff Total 20 50 21 91 17 40 16 73 16 41 17 74

The following table shows the performance of the Branch relating to personnel segment advances.

PERSONNEL SEGMENT ADVANCES NAME OF OFFICER IN CHARGE BUSINESS: PERFORMANCE

Particulars MARCH 2001 MARCH 2002 MARCH 2003 AUGUST 2003 MARCH 2004

: ASHA LATHA

Actual Deposits Advances NPA ( PB) NON PB 11440 51708

Actual 143248 60195

Actual 232818 122843 60 4171

Actual 250527 144883

Budget 274929 148800 42 3563

Budget

POSITION OF RETURNS: SUBMITTED UP TO 31.8.2003 AS ON 31ST AUGUST 2003 UNDER DIFFERENT HEADS
POSITION AS 31-3-2003 PARTICULARS BUDGET FOR 8-2004 ACHIVEMENT UPTO 31.8.2003

555.54

DIRECT HOUSING LOANS

775.64

604.78

59.95

EDUCATIION LOANS

79.95

65.12

CONSUMER 129.7 169.26 1288.43 MORTGAGE OTHERS TOTAL

10.10 129.73 324.04 1528.43

2.30 144.95 349.3 1488.00

Other facilities are available in this Branch they are 1) Currency system available 2) Locker system are available 3) ATM facility are available NAS opened on 4-sep-03 4) Fully computerized in 19.10.02 5) Package master: the Bank acts like a package master that means the other Banks are opened A current A/c. in this branch because this Branch is a currency chest branch and clearing is conducted here. 6) Clearing conduct: Clearing of local inter Bank cheques 7) On behalf Govt. the Bank is collecting the receipts and making payment to Govt. depts. 8) Issue of stamp paper.

Working Hours of the Branch Monday to Friday 10 A.M to 2.30 P.M Extended B/s. Hours 3 P.M to 4 P.M Saturday -- 10.30 A.M to 12.30 P.M Extended Business hours 12.30 P.M to 1.00 P.M

Extended B/s hours let applicable to Govt treasury transactions. Sunday Holiday TIME NORMS FOR DIFF WORK 1) PAYMENT OF CHEQUE 5-10 MINUTES 2) ISSUING CHEQUES BOOKS 8-10 MINUTES 3) OPENING OF ACCOUNT 10-15 MINUTES 4) ISSUE OF DD 10-15 MINUTES 5) PAYMENT OF DD 10-15 MINUTES 6) RECEIPT OF CASH FOR 100 PIECES OF VARIOUS DOMINATION 3-10 MINUTS 7) TRANSACTION AT TELLER COUNTER UPTO 8000/IMMEDIATELY

DD/Pay order commission

Cash Transfer

1-50 per Rs. 1000/- Rs. 1 per Rs.1000/Min Rs 25/Max Rs.5000/Min Balance S.B. A/c. - 1000/Min Rs.20/Max Rs.5000/-

C/A/c

- 5000/The following table shows the Achievement of the branch in the last 3 year.

From 31.3.00 to march 03.

31.3.00 31.3.2001 31.3.2002 Up to Feb03 Estimated Upto Mar03 Budget 0304

Commerc e & Institution al Small Industry & B/s AGR PSEG Total

5.78

13.38

14.70

19.78

21.50

25.00

5.89

7.30

7.05

7.60

8.00

10.00

4.00 14.32 29.99

3.59 15.83 40.10

4.16 18.91 44.82

3.58 23.90 54.96

4.00 24.50 57.00

5.00 30.00 70.00

The following table shows the Achievement of the branch in last 4 years from 31/3/00 to 03-04 ADVANCES Crores)
31/3/00 31/3/01 31/3/02 Upto Feb03 Estimated up to March03 Budget 0304

(In

SSI SBF

8.13

8.95

11.05

11.13

11.25

12.00

AGR C&I P Total PROFIT

4.33 11.98 6.06 30.50 3.13

5.60 11.69 7.93 34.17 1.07

9.77 12.96 7.92 41.70 1.75

15.30 5.47 12.44 44.34 2.91

15.50 5.75 12.75 45.25 3.20

17.00 7.00 15.00 51.00 4.00

From the above tables we may know that the achievement of the branch in Deposits and advances and profit from 31-3-00 to Feb03.

CHAPTER-VI ANALYSIS OF SURVEY FINDINGS

INTRODUCTION
SURVEY means in depth study of any subject and collecting inner expressions of respondents for the purpose of knowing their attitude about which survey is conducted.

Customers are faced with problems while dealing with banks therefore to study their problems questionnaire was prepared and given to selected customers. For an in depth study of the problems faced by the public while dealing with the bank a questionnaire was given to the customer. The entire area covered by survey is classified into different parts are their customers are selected on random sample basis and are given a format of questionnaire and are requested to fill it and return to us. The survey has been successfully carried out and survey is covered over some customers of the bank, respondents were distributed and their relationship. The data collected during survey has been analyzed using statistical tools like averaging percentages etc. The test survey covered over 75 customers covering a range with different standards on the basis of education and their occupation was selected for an examination. In all 50 desirable replies have been taken for analysis to serve objectives of the survey. Data is collected form 2 sources they are 1. Primary data 2. Secondary data.

Primary data is that data which is. Collected for the first time. It is the first hand data. It is collected directors from bankers and through customers.

Secondary data is the data, which is already, collected by some body, which we get from newspapers, Internet facility, magazines, annual reports booklets.

ANALYSIS OF SURVEY FINDINGS

1. The following table shows the distribution of respondent on the basis of their age TABLE-1 AGE NO OF RESPONDENTS 18-25 25-50 50 & above 09 35 06 18% 70% 12% PERCNETAGE

From the above table, it is clear that more number of customers belong to the age group of between 25-50. Thus, there is need to extend the credit facility to the persons belonging to the age group of between 18-25. 2. The following table shows the distribution of respondent on the basis of their sex and marital status. Table 2
No of respondents Male married Male unmarred Total Female married Female unmarried Total

50 %

32 86%

5 14%

37 74%

10 76%

3 24%

15 26%

From the above table, it is clear that more number of customers belong to male and married. Thus there is need to extend credit facility to the persons belonging to the female category. From the above table, it is clear that, more number of customers belong to the male married category. Thus there is need to extend the credit facility to female and male unmarried category.

3. The followings table shows the occupation of the respondents received there in. TABLE-3 Sl.No Occupation No of Respondents 1 2 3 4 5 6 Student Professionals PSEG Employees B/s House wife Total 1 2 29 5 11 2 50 2% 4% 58% 10% 22% 4% 100% Percentage

Above analysis relating to the occupation of the respondents. It is clear that majority account holders are PSEG advances holders when compared to professional and business peoples. Since they deal with day-to-day transactions and more benefited.

4. The following table shows the distribution of respondents on the basis of their education.

Table 4 Sl.No Respondents Qualification 1 2 3 4 SSLC PUC Degree Others Total No of respondents 13 15 18 4 50 26% 30% 36% 8% 100% Percentage

Above analysis relating to account holders education, it is clear that majority of A/c holder are degree holders compared to other group and have been operating their account efficiencies and without any difficulty.

5. Customer Service: The following table shows CUSTOMER SERVICE IN PSEG BRANCH (S.B.M) Table 5

Sl.No 1

Particular Prompt in putting

Yes 46

No 4

Total 50

through transaction Percentage 2 Prompt decision by authorities Percentage 90% 10% 100% 92 45 8 5 100% 50

From the above table it shows that 92% of the customers are receiving Prompt Service at the counter. From the above table, it is revealed that majority of the respondents are satisfied with the Bank Service.

6. Following table shows the general attitude of clients towards the Bank Table 6
Particulars Courteous % Co operative % In different %

General attitude of 25 client towards the Bank

50% 203

46%

4%

Regarding general attitude of the clients towards the PSEG Branch. Survey revealed that 50% respondents expressed as courteous, where as 46% of respondents expressed as co operative, where as 46% of respondents expressed as indifferent. It can be clearly under stood that majority of the respondents said that the general attitude of the clients towards the Bank are courteous.

SUMMARY OF OBSERVATION
From the above survey we can observe the following points regarding the customer survey, Bank charges towards PSEG loan provided by STATE BANK OF MYSORE P SEG BRANCH) 1. It is providing good financial assistance to build houses, purchase of vehicle and education and loan for medical treatment to pensioners, and they also grant loans against diff securities. 2. It is providing very good customer service. 3. This branch is taking prompt and proper division at timing division making. 4. This branch employee strictly follows the rules and regulation of the bank. 5. Customers are satisfied with the service rendered by the PSEG Branch. 6. PSEG Branch charges considerable rate of interest for PSEG loan overall it is charging a considerable rate of interest. 7. Through advertisement media and friends PSEG is came to be know to people. -

CHAPTER VII PROBLEMS

SPECIFIC PROBLEMS IN CUSTOMERS SERVICE
1.Delay and inaccuracy in putting through transaction. 2.In adequate and delay in correspondence 3.Dealer facility and UN healthy decision-making. 4.Absence of the mentally Discipline. 5.Fact of uniformity Bank charges. 6.No satisfaction with loan amount. The customers were satisfied with the service rendered by bank in general. The customer were not very clear about their demand, nor they had clear ideas of their problems and definite in their suggestion for solving their problems. The problems faced by them were listed and the same was posted to the Bank.

PROBLEMS
1.Introduction increase a new a/c Many of the people who do not have accounts or who have opened accounts find difficulty in providing proper instruction at the time of O/s and running their accounts

2. Pass book and statements It is general feelings that the passbooks rendered are not returned immediately and are retraction some pre texts to be the returned center on.

3. Standings instructions Standings instructions in some cases are not carried out in the time. Nor such instruction carried out in time. Nor such instruction carried out informed to the depositor

4. Delay in Accepting Instrument There is delay in accepting cheques rendered at the counter and acknowledgement receipts delayed.

5.Claims settlement It is also felt that claims settlement at the bank is not mutual.

CHAPTER VII

SUGGESTIONS
RECOMMENDATIONS SUGGETIONS RECOMMENDATIONS FOR THE PROBLEM

SOLUTION TO THE PROBLEMS The problem founded by and as revealed by the questionnaire survey was posed to the Bank and manager and staff was kind enough to replay and offer solutions to the problems. 1. Introduction in case of new accounts A proper instruction is required at the time of opening of an A/c at the Bank undesirable accounts. An undesirable a/c is one, which posses risk and lower scope, through fundamental deal with the Banker by customer, any risk and danger, which can be avoided, has to be fore seen and taken care off. The proper introduction takes care off otherwise problems enquiry. Which the banker may reason to and may not be linked by all. Banks generally accounts proofs if produced as valid introduction for opening an A/c.

2. Pass Book and Statement

The delay is normally due to improper timings in tendering. The same for recording certain transaction like recording cheque for cash payments and releasing credits for issue of drafts, clearings cheques presented little times for pass books writing during business hours. And the customers normally find it convenient to visit the bank to carry out these transactions during the business hours.

3. Standings Instructions The Standing instructions are carried out usually in time, expect under abnormal conditions like shortage of staff when such delay takes place.

4. Delay in Accepting Instruments Till the bank evolves a better method of stamping the instruments and the acknowledgements voucher the delaying put to be there. One officer is exclusively entrusted with the no of accepting the instrument.

5. Claim Settlement With the amendments in banking laws the customer can choose the nominate any person to receive the money on his behalf after his death.

In order to improve the customer service in banks

Service rendered has to be properly defined. This requires staff training and customer education.

 Analyzing individual customer behavior and needs. Customer service match with the marketing effort. Analyzing the feed back from customer with a view to rendering service stakes of evolving new strategies with element competitiveness. Creating proper working atmosphere. Having official in important centers to guide the customer handling at various branches.

CHAPTER IX APPENDIX
CONSUMER QUESTIONNAIRE

FROM: P.MAHESH SHIMOGA Dear Sir, Sub: Request to fill the questionnaires. I am student of final year B.B.M in Dr.AMBEDKAR B.B.M COLLEGE SHIMOGA, for the partial fulfillment of PROJECT REPORT, which is compulsory subject prescribed in the syllabus of our university. In my case it is CREDIT FACILITIES TOWARDS PERSONAL SEGMENT For the above purpose I am doing a project title CREDIT FACILITIES TOWARDS PSEG with APECIAL REFERENCE TO STATE BANK OF MYSORE PSEG BRANCH, SHIMOGA. I am also taking up the customer survey to elicit information and opinions regarding financial assistance to PSEG by S.B.M. PSEG BRANCH. So I request your co-operation in filing the questionnaire, which, I have given to you. Please take few minutes to file the appropriate answer. I will be grateful to you for the above help. The data collected will be used for academic purpose only.

Thanking you.

Yours faithfully P.MAHESH

BENEFICIARY QUESTIONNAIRE 1. PERSONAL DETAILS (Tick right mark where ever applicable)

A. NAME: B. AGE: 18-25 ( ) C. Marital Status Married ( ) Unmarried ( ) 25-50 ( ) 50 & Above ( )

D. Occupation: Student ( ) Professional ( ) PSEG ( ) Employee ( )

Business () E. Income (P.M)

House wife ()

1000 5000 ( ) Above 10000 ( )

5000 10000 (

F. Education: SSLC DEGREE ( ) ( ) PUC OTHERS ( ( ) )

II Knowledge about subject:

A. Have you heard about the S.B.M PSEG branch P.SEG Branch Yes ( ) No ( )

B. From whom you have heard about the PSEG branch? Yes ( ) No ( )

C. Do you have your bank A/c? Yes ( ) No ( )

D. In which bank you have bank A/c. S.B.M ( S.B.I ( ) ) CANARA BANK ( OTHERS ( ) )

III CUSTOMER SERVICE A. Prompt in putting through transactions? Yes ( ) No ( )

B. Prompt decision by authorities Yes ( ) No ( )

C. General attitude of concern to client Courteous ( Indifferent ( ) ) Co-operative ( )

D. Lack of counseling Yes ( ) No ( )

E. Rate of interest of PSEG loan Considerable ( ) High ( ) Low ( )

F. Do you think service provided by S.B.M PSEG branch in comparison with other bank? Excellent Cannot be compared ( ( ) ) Good Bad ( ( ) )

G. Are you satisfied with the loan amount? Yes ( ) No ( )

BIBLIOGRAPHY

1. THEORY OF BANKING B.S.RAMAN 2. BANKING THEORY AND PRACTIVE B.S.RAMAN

3. PSEG ADVANCES POLICY GUIDE LINE BOOK, ANNUAL BOOK PUBLISHED BY S.B.M 4. VARIOUS PAMPLETS 5. NEWS PAPERS THE HINDU, DECCAN HERALD 6. INTERNET

CHAPTER-I

INTRODUCTION TO PROJECT REPORT

INTRODUCTION OBJECTIVES AREA OF STUDY METHODOLOGY BENEFITS OF STUDY LIMITS OF PROJECT REPORT

CHAPTER-II

INTRODUCTION TO BANKING
INTRODUCTION ORIGIN OF BANK HISTORY OF BANK INDIAN BANKING REGULATION ACT

1949
DEVELOPMENT OF BANKING CLASSIFICATION OF BANKS

CHAPTER-III PSEG ADVANCE

MEANING INTRODUCTION IMPORTANCE OBJECTIVES ADVANTAGES

CHAPTER-IV

LIST OF PSEG ADVANCES

DIFF TYPES OF LOANS AND ADVANCES UNDER

THE

PSEG

ADVANCES

AND

EXPLANATION
POLICY GUIDELINES

CHAPTER-V

A PROFILE, SBM PSEG BRANCH

HISTORY DEVELOPMENT BANK PERFORMANCE A REGIONAL BRANCH IN SHIMOGA DISTRICT PSEG BRANCH ORGANIZATION OF SBM REGIONAL OFFICE

CHAPTER-VI

FINDING OF SURVEY

INTRODUCTION ANALYSIS OF SURVEY MAJOR FINDING OF SURVEY

CHAPTER-VII
PROBLEMS SPECIFIC PROBLEMS IN CUSTOMER SERVICE

PROBLEMS IN CUSTOMER SERVICE PROBLEMS FACED BY PSEG BRANCH

CHAPTER-VIII

SUGGESTIONS

RECOMMENDATIONS AND

CONCLUSION

CHAPTER-IX

APPENDIX

ANNEXURE

QUESTIONNAIRE

BIBLIOGRAPHY