You are on page 1of 49

CONTENT

Page no.
Certificate from the Organization / Corporate Guide
Certificate from the Faculty Guide
Acknowledgement...02
Executive Summary..........................................................03
Chapter 1..04
Company Profile
Overview...05
History...07
Competitors.......09
Strength/Opportunity & weakness/Threats...10
Different Products.....11
Awards & Recognitions by SBI........12

Chapter 2..14
Introduction to Advance Product....15
SBI Advance Product.....16
Statement the Problem...25
Research objectives....26
Significance and scope...27
Chapter 3.28
Research methodology
Chapter 4 ...31
Analysis of data
Chapter 5....39
Findings40
Suggestion & Recommendation..... 41
Conclusion43
Annexure (Questionnaire).44
Bibliography....47

Acknowledgement
It is my proud privilege to release the feelings of my gratitude to several
persons who helped me directly or indirectly to conduct this project work. I express my
heart full indebtness and owe a deep sense of gratitude to my teacher Mrs Hena Arora, La
Blossoms School, Jalandhar for her sincere guidance and inspiration in completing this
project.
I am also extremely thankful to all those persons who have positively helped me
and customers who responded my questionnaire, around whom the whole project cycle
revolves.
I also thank all my friends who have more or less contributed to the preparation
of this project report. I will be always indebted to them.

Thanking You

Executive Summary
In the growing global competition, the productivity of any business concern depends upon
the behavioral aspect of consumers. This topic deals with the customers perception
towards other Advance Product from SBI credit cards at Bhubaneswar. This project report
contains 5 different chapters. The report begins with the introduction to company, its area of
operation, its organization structure, its achievements, etc.
The second chapter is the introduction to the Advance Product which gives a brief idea
regarding ADVANCE PRODUCT of SBI MAIN BRANCH, BBSR where the project is
undertaken. It also contains the objectives and limitations of the project.
The third chapter, methodology adopted in preparing this report is mentioned. It covers the
sample procedure, types of data used and the data collection method.
The fourth chapter comprehensive coverage of forecasting concepts and techniques which
shows the analysis of data through tabulation, computation and graphical representation
of data collected from survey.
The fifth chapter deals with the findings, suggestion & conclusion part which is very much
important after analysis is made.
As we know that only analysis and conclusion is not the end of a research, so in the sixth
chapter the recommendation part is covered which are made after a depth study of the
analysis part of thesis.
In each of the five chapters as described above, every chapter has been scheduled in a
manner so as to enable the reader to appreciate the contents easily. The report is
supported by figures and data wherever necessary with a view to assist the reader in
developing a clear cut understanding of the topic.

Company Profile
Overview
History
Competitors
Strength/Opportunity & Weakness/Threats
Different Products
Awards & Recognitions by SBI

OVERVIEW
State Bank of India is the largest and one of the oldest commercial bank in India, in existence
for more than 200 years. The bank provides a full range of corporate, commercial and retail
banking services in India. Indian central bank namely Reserve Bank of India (RBI) is the major
share holder of the bank with 59.7% stake. The bank is capitalized to the extent of Rs.646bn
with the public holding (other than promoters) at 40.3%. SBI has the largest branch and ATM
network spread across every corner of India. The bank has a branch network of over 14,000
branches (including subsidiaries). Apart from Indian network it also has a network of 73
overseas offices in 30 countries in all time zones, correspondent relationship with 520
International banks in 123 countries. In recent past, SBI has acquired banks in Mauritius, Kenya
and Indonesia. The bank had total staff strength of 198,774 as on 31st March, 2006. Of this,
29.51% are officers, 45.19% clerical staff and the remaining 25.30% were sub-staff. The bank is
listed on the Bombay Stock Exchange, National Stock Exchange, Kolkata Stock Exchange,
Chennai Stock Exchange and Ahmedabad Stock Exchange while its GDRs are listed on the
London Stock Exchange. SBI group accounts for around 25% of the total business of the
banking industry while it accounts for 35% of the total foreign exchange in India. With this type
of strong base, SBI has displayed a continued performance in the last few years in scaling up
its efficiency levels. Net Interest Income of the bank has witnessed a CAGR of 13.3% during the
last five years. During the same period, net interest margin (NIM) of the bank has gone up from
as low as 2.9% in FY02 to 3.40% in FY06 and currently is at 3.32%.

Management
The bank has 14 directors on the Board and is responsible for the management of the
Banks business. The board in addition to monitoring corporate performance also carries out
functions such as approving the business plan, reviewing and approving the annual budgets
and borrowing limits and fixing exposure limits. Mr. O. P. Bhatt is the Chairman of the bank. The
five-year term of Mr. Bhatt will expire in March 2011. Prior to this appointment, Mr. Bhatt was
Managing Director at State Bank of Travancore. Mr. Bhatt has more than 30 years of
experience in the Indian banking industry and is seen as futuristic leader in his approach
towards technology and customer service. Mr. Bhatt has had the best of foreign exposure in
SBI. We believe that the appointment of Mr. Bhatt would be a key to SBIs future growth
momentum. Mr. T S Bhattacharya is the Managing Director of the bank and known for his vast
experience in the banking industry. Recently, the senior management of the bank has been
broadened considerably. The positions of CFO and the head of treasury have been segregated,
and new heads for rural banking and for corporate development and new business banking
have been appointed. The managements thrust on growth of the bank in terms of network and
size would also ensure encouraging prospects in time to come.

Shareholding & Liquidity (Till 30th Sept. 2007)


Reserve Bank of India is the largest shareholder in the bank with 59.7% stake followed by
overseas investors including GDRs with 19.78% stake as on September 06. Indian financial
institutions held 12.3% while Indian public held just 8.2% of the stock. RBI is the monetary
authority and having majority shareholding reflects conflict of interest. Now the government is
rectifying the above error by transferring RBIs holding to itself. Post this, SBI will have a further
headroom to dilute the GOIs stake from 59.7% to 51.0%, which will further improve its CAR
and Tier I ratio.

Key Areas of Operations


The business operations of SBI can be broadly classified into the key income generating areas
such as National Banking, International Banking, Corporate Banking, & Treasury operations.

HISTORY
The origin of the State Bank of India goes back to the first decade of the nineteenth century
with the establishment of the Bank of Calcutta in Calcutta on 2 June 1806. Three years later
the bank received its charter and was re-designed as the Bank of Bengal (2 January 1809). A
unique institution, it was the first joint-stock bank of British India sponsored by the
Government of Bengal. The Bank of Bombay (15 April 1840) and the Bank of Madras (1 July
1843) followed the Bank of Bengal. These three banks remained at the apex of modern
banking in India till their amalgamation as the Imperial Bank of India on 27 January 1921.
Primarily Anglo-Indian creations, the three presidency banks came into existence either as a
result of the compulsions of imperial finance or by the felt needs of local European commerce
and were not imposed from outside in an arbitrary manner to modernise India's economy.
Their evolution was, however, shaped by ideas culled from similar developments in Europe
and England, and was influenced by changes occurring in the structure of both the local
trading environment and those in the relations of the Indian economy to the economy of
Europe and the global economic framework.

The three banks were governed by royal charters, which were revised from time to time. Each
charter provided for a share capital, four-fifth of which were privately subscribed and the rest
owned by the provincial government. The members of the board of directors, which managed
the affairs of each bank, were mostly proprietary directors representing the large European
managing agency houses in India. The rest were government nominees, invariably civil
servants, one of whom was elected as the president of the board.

Group Photograph of Central Board (1921)

Business

The business of the banks was initially confined to discounting of bills of exchange or other
negotiable private securities, keeping cash accounts and receiving deposits and issuing and
circulating cash notes. Loans were restricted to Rs.one Lakh and the period of
accommodation confined to three months only. The security for such loans was public
8
securities, commonly called Company's Paper, bullion, treasure, plate, jewels, or goods 'not of
a perishable nature' and no interest could be charged beyond a rate of twelve per cent. Loans
against goods like opium, indigo, salt woollens, cotton, cotton piece goods, mule twist and silk
goods were also granted but such finance by way of cash credits gained momentum only from

COMPETITORS

Competitors and other players in the field:Top Performing Public Sector Banks
Andhra

Bank

Allahabad

Bank

Punjab

National

Bank

Dena Bank
Vijaya Bank

Top Performing Private Sector Banks


HDFC Bank
ICICI

Bank

AXIS

Bank

Kotak

Mahindra

Bank

Centurion Bank of Punjab

Top Performing Foreign Banks


Citibank
Standard

Chartered

HSBC
ABN

Bank
AMRO

Bank

American Express

Strength/ Opportunities:
The growth for SBI in the coming years is likely to be fueled by the following factors:
Continued effort to increase low cost deposit would ensure improvement in NIMs and
hence earnings.
Growing retail & SMEs thrust would lead to higher business growth.
Strong economic growth would generate higher demand for funds pursuant to higher
corporate demand for credit on account of capacity expansion.

Weakness/ Threats:
The risks that could ensue to SBI in time to come are as under:
SBI is currently operating at a lowest CAR. Insufficient capital may restrict the growth
prospects of the bank going forward.
Stiff competition, especially in the retail segment, could impact retail growth of SBI and
hence slowdown in earnings growth.
Contribution of retail credit to total bank credit stood at 26%. Significant thrust on growing
retail book poses higher credit risk to the bank.
Delay in technology upgradation could result in loss of market shares.
Management indicated a likely pension shortfall on account of AS-15 to be close to
Rs50bn.
Slow down in domestic economy would pose a concern over credit off-take thereby
impacting earnings growth.

10

DIFFERENT PRODUCTS OF SBI:


DEPOSIT

LOANS

CARDS

DIFFERENT
CARDS

CREDIT

Savings
Account

Home
Loans

Consumer
Cards

SBI International
cards

Life
Plus
Senior
Citizens
Savings
Account

Loan
Against
Property

Credit Card

SBI Gold cards

Personal
Loans

Travel Card

SBI Gold Master


cards

Car Loan

Debit Cards

Your City
Cards

Recurring
Deposits

Loans
against
Securities

Commercial
Cards

Tax-Saver
Fixed Deposit

Two
Wheeler

Corporate
Cards

Partnership Cards

Salary
Account

Preapproved
Loans

Prepaid Card

Advantage
Woman
Savings
Account

Retail
Asset

Purchase
Card

SBI
Employee
Cards

Rural Savings
Account

Farmer
Finance

Distribution
Cards

People's
Savings
Account

Business
Installment
Loans

Business
Card

SBI
Advantage
Cards

Freedom
Savings
Account

Flexi Cash

Merchant
Services

Fixed
Deposits

Security

Your

Deposits

11

12

13

Introduction to Advance Product


SBI Advance Product
Statement the Problem
Research objectives
Significance and scope

14

Introduction to Advance Product:


Now a day not all the people have the capacity to fulfill their requirement by their own earning,
thats why they need help from others. For this so many government & private sector bank
provide them money to fulfill their requirement, thats call the Advance Product (loan product) of
the bank. All the banks have so many different types of advance product as per the requirement
of the people or customers. In Bhubaneswar also there are so many banks those provide loan
to the people for different causes.

Types of Advance Product

Home Loan
Educational Loan
Car Loan
Personal Loan
Property Loan
Loan Against Shares\Debentures
Etc.

Now a day a large no. of people are taking loan form different banks. It helps people to fulfill
their need and it really easy to repayment the loan amount with a longer repayment period.

15

SBI Advance Product


SBI Home Loans:
Purpose
Purchase/

Construction

Purchase

of

Extension/

repair/

plot
renovation/

of
of

land
alteration

House/
for

Flat

construction

of

an

existing

of

House

House/

Flat

Purchase of Furnishings and Consumer Durables as a part of the project cost.


Takeover of an existing loan from other Banks/ Housing Finance Companies.
Eligibility
Minimum

age 18

years

as

on

the

date

of

sanction

Maximum age limit for a Home Loan borrower is fixed at 70 years, i.e. the age by which the
loan
should
be
fully
repaid.
Availability of sufficient, regular and continuous source of income for servicing the loan
repayment.
Loan Amount
40 to 60 times of NMI, depending on repayment capacity as % of NMI as under
Net Annual Income

EMI/NMI Ratio

Upto Rs.2 lacs

40%

Above Rs.2 lac to Rs. 5 lacs

50%

Above Rs. 5 lacs

55%

To

enhance

loan

eligibility

you

have

option

to

add:

1. Income of your spouse/ your son/ daughter living with you, provided they have a steady
income
and
his/
her
salary
account
is
maintained
with
SBI.
2. Expected rent accruals (less taxes, cess, etc.) if the house/ flat being purchased is
proposed
to
be
rented
out.
3.
Depreciation,
subject
to
some
conditions.
4. Regular income from all sources

16

Margin (Special Festival Season Offer)

Purchase/ Construction of a new House/ Flat/ Plot of land: 15% for loans up to Rs. 1 cr.,
20% for loans above Rs. 1 cr.
Repairs/ Renovation of an existing House/ Flat: 15%

Interest Rates w.e.f 27.2.2008


Floating
interest
(linked to State Bank Advance Rate - SBAR)

rates
(SBAR: 12.25% p.a.)

Loan
->

Tenor

Above
5
years
and upto 15 years

Upto
Lacs

Rs.30 2.25%
below 2.00%
below 1.75%
below
SBAR, 10.00% p.a.
SBAR, 10.25% p.a.
SBAR, 10.50% p.a.

Upto 5 years

Above 15 years and


upto 25 years

Above Rs.30 2.00%


below 1.75%
below 1.50%
below
Lacs
SBAR, 10.25% p.a.
SBAR, 10.50% p.a.
SBAR, 10.75% p.a.
Fixed interest rates
Tenure
(p.a.)*Upto 10 years

Rate of Interest
12.75%

* Fixed rate loans will be subject to: 'force maejure' clause and interest reset at the end of
every two years on the basis of fixed interest rates prevailing then.

CAR LOAN:
Purpose
You can take finance for:
A
A

new
used car

car,
/

jeep

jeep
(not

or
more

than 5

Multi
years

Utility
old).

Vehicles
(Any

make

(MUVs)
or

model).

Take over of existing loan from other Bank/Financial institution (Conditions apply)

17

Eligibility
To avail an SBI Car Loan, you should be :

Individual between the age of 21-65 years of age.

A Permanent employee of State / Central Government, Public Sector Undertaking,


Private company or a reputed establishment or

A Professionals or self-employed individual who is an income tax assessee or

A Person engaged in agriculture and allied activities.

Net Annual Income Rs. 100,000/- and above.

Salient

Features

Loan

Amount

There is no upper limit for the amount of a car loan. A maximum loan amount of 2.5 times the
net annual income can be sanctioned. If married, your spouse's income could also be
considered provided the spouse becomes a co-borrower in the loan. The loan amount includes
finance for one-time road tax, registration and insurance!
No

ceiling

Loan

amount

Type
1.
2.
Documents

on
for

used

the
car

is

loan
subject

amount
to

for

maximum

limit

of
Term
Overdraft a)
For
b) Minimum loan amount: Rs. 3 lacs.

New

new
of Rs.

cars.
15

lacs.

Loan
Loan
vehicles only
required

you would need to submit the following documents along with the completed application form if
you are an existing SBI account holder:
1.
2.
3.
4.
5.
6.
7.

Statement of Bank account of the borrower for last 12 months.


2 passport size photographs of borrower(s).
Signature identification from bankers of borrower(s).
A copy of passport /voters ID card/PAN card.
Proof of residence.
Latest salary-slip showing all deductions
I.T. Returns/Form 16: 2 years for salaried employees and 3 years for professional/selfemployed/businessmen duly accepted by the ITO wherever applicable to be submitted.
8. Proof of official address for non-salaried individuals.

18

If you are not an account holder with SBI you would also need to furnish documents that
establish your identity and give proof of residence.
Margin
New

Used

vehicles:

15%

of

the

on

the

road

price.

with

us.
period:
months
months

Repayment
You
enjoy
the
longest
repayment
period
Repayment
For
Salaried:
Maximum
For
Self-employed
&
Professionals:

in

the

industry

of
Maximum

84
60

Repayment period for used vehicles :Up to 84 months from the date of original purchase of the
vehicle (subject to maximum tenure as above).
Prepayment

Penalty:

Prepayment fee of 2% of the amount of the loan prepaid will be levied subject to certain
conditions
FLOATING
A.

for

RATES:
Term

Loans

1. New Vehicles (Term Loan) Floating only W.E.F. February 27, 2008
Repayment Period

All Centers (SBAR - 12.25%)

Upto 3 years (for loans Rs. 7.5 lac & 0.75% below SBAR i.e. 11.50% p.a.
above)
Upto 3 years (for loans below Rs. 7.5 lac)

0.50% below SBAR i.e. 11.75%p.a.

Above 3 yrs up to 5 yrs (for all loans)

0.50% below SBAR i.e. 11.75% p.a.

Above 5 yrs up to 7 yrs (for all loans)

0.25% below SBAR i.e. 12.00% p.a.

2. Used Vehicles: Floating only W.E.F. February 27, 2008

Repayment Period

All Centers (SBAR-12.25%)

Upto 3 years

3.00% above SBAR i.e. 15.25% p.a.

Above 3 yrs up to 7 yrs

3.25% above SBAR i.e. 15.50% p.a.

B. For Overdrafts: For New Vehicles only W.E.F. February 27, 2008
Repayment Period

All Centres (SBAR 12.25%)

19

Upto 3 years (for loans Rs. 7.5 lac & 0.25% below SBAR i.e. 12.00% p.a.
above)
Upto 3 years (for loans below Rs. 7.5 lac)

At SBAR i.e. 12.25% p.a.

Above 3 yrs up to 5 yrs (for all loans)

At SBAR i.e. 12.25% p.a.

Above 5 yrs up to 7 yrs (for all loans)

0.25% above SBAR i.e. 12.50% p.a.

EDUCATION LOAN:
A term loan granted to Indian Nationals for pursuing higher education in India or abroad where
admission
has
been
secured.
Eligible

Courses

All courses having employment prospects are eligible.

Graduation courses/ Post graduation courses/ Professional courses

Other courses approved by UGC/Government/AICTE etc.

Expenses considered for loan

Fees payable to college/school/hostel

Examination/Library/Laboratory fees

Purchase of Books/Equipment/Instruments/Uniforms

Caution Deposit/Building Fund/Refundable Deposit (maximum 10% tution fees for the
entire course)

Travel Expenses/Passage money for studies abroad

Purchase of computers considered necessary for completion of course

Cost of a Two-wheeler upto Rs. 50,000/-

Any other expenses required to complete the course like study tours, project work etc.
Amount of Loan

For studies in India, maximum Rs. 10 lacs

20

Studies abroad, maximum Rs. 20 lacs

Interest
(with

Rates
effect

from

For
loans
up
to
For loans above Rs. 4
For
loans
above
Processing Fees

Rs.4
lacs and
Rs.7.50

1st

June

lacs
- 11.75
%
p.a.
upto Rs.7.50 lacs - 13.25 %
lacs
- 12.25%
p.a.

2008)
Floating
Floating
Floating

No processing fee/ upfront charges

Deposit of Rs. 5000/- for education loan for studies abroad which will be adjusted in the
margin money

Repayment Tenure
Repayment will commence one year after completion of course or 6 months after securing a
job, whichever is earlier.

Place of Study
Studies in India
Studies Abroad

Loan Amount
Rs. 10.0 lacs

Repayment in Period
Years
5-7

Rs. 20.0 lacs

5-7

Security
Amount
Upto Rs. 4 lacs
7.50 lacs

For loans upto Rs. 10.00 lacs for Studies in


India and upto Rs. 20.00 lacs for studies abroad
No Security
Collateral security in the form of suitable third party
Guarantee. The bank may, at its discretion, in
exceptional cases, weive third party guarantee if
satisfied with the net-worth/means of parent/s who
would be executing the documents as "joint
borrower"
Tangible collateral security of suitable value, along
with the assignment of future income of the student
For payment of installments.

21

All loans should be secured by parent(s)/guardian of the student borrower. In case of


married person, co-obligator can be either spouse or the parent(s)/ parents-in-law
Margin

For loans up to Rs.4.0 lacs : No Margin

For loans above Rs.4.0 lacs:


o Studies in India: 5%
o Studies Abroad: 15%

Documentation Required

Completed Education Loan Application Form.

Mark sheets of last qualifying examination

Proof of admission scholarship, studentship etc

Schedule of expenses for the specified course

2 passport size photographs

Borrower's Bank account statement for the last six months

Income tax assessment order, of last 2 years

Brief statement of assets and liabilities, of the Co-borrower

Proof of Income (i.e. Salary slips/ Form 16 etc)

SBI SARAL PERSONAL LOAN:


Purpose
The loan will be granted for any legitimate purpose whatsoever (e.g. expenses for domestic or
foreign travel, medical treatment of self or a family member, meeting any financial liability, such
as marriage of son/daughter, defraying educational expenses of wards, meeting margins for
purchase
of
assets
etc.)
Eligibility
You are eligible if you are a Salaried individual of good quality corporate, self employed
engineer, doctor, architect, chartered accountant, MBA with minimum 2 years standing.
Salient Features

22

Loan
Amount
Your personal loan limit would be determined by your income and repayment capacity.
Minimum: Rs.24,000/- in metro and urban centres
Rs.10, 000/- in rural/semi-urban centres
Maximum: 12 times Net Monthly Income for salaried individuals and pensioners subject to a
ceiling of Rs.10 lacs in all centres
Documents
Important documents

to

be

furnished

while

opening

For
existing
Passport size photograph
From
Latest
Margin
We
Interest
3.25%

salaried

not
above

Personal

Loan

bank

salary
do

SBAR

customers

individuals
slip

insist

Required
Account:

and
on

Form

any

Rates
floating

margin
i.e.

16
amount.

15.50%

p.a.

Repayment
The loan is repayable in 48 EMI. You are allowed to pay more than the EMI if you wish to,
without
attracting
any
prepayment
penalty.
Security
NIL
Processing
Fee
Processing charges are 1-2% of the loan amount. This is amongst the lowest fees in the
industry. Processing fees have to be paid upfront. There are no hidden costs or other
administrative charges.

PROPERTY LOAN:
Purpose
This is an all purpose loan, i.e., the loan can be obtained for any purpose whatsoever. If amount
of loan is Rs.25.00 lacs and above then purpose of loan will have to be specified along with an
undertaking that loan will not be used for any speculative purpose whatever including
speculation on real estate and equity shares.
Eligibility
You are eligible if you are:
A.
a.

An
An

individual
Employee

who

is;
or

23

b.
c.

Professional,
self-employed
or
Engaged
in
agricultural

an
income
tax
and
allied

assesse
or
activities.

B. Your Net Monthly Income (salaried) is in excess of Rs.12,000/- or Net Annual Income
(others)
is
in
excess
of
Rs.1,50,000/-.
The income of the spouse may be added if he/she is a co-borrower or a guarantor.
C. Maximum age limit: 60 years.
Salient Features
Loan Amount
Minimum:
Rs.25,
000/Maximum: Rs.1 crore. The amount is decided by the following calculation:

24 times the net monthly income of salaried persons (Net of all deductions including
TDS) OR

2 times the net annual income of others (income as per latest IT return less taxes
payable)

Margin
We will finance upto 75% of the market value of your property.
Interest
Term

Loan

0.75%

above

SBAR.

i.e.13.00%

p.a.

Floating

Repayment
Maximum of 60 equated monthly installments, upto 120 months for salaried individuals with
check-off facility. You could opt to divert any surplus funds towards prepayment of the loan
without attracting any penalty.
Security
As per banks extant instructions.

LOAN AGAINST SHARES \ DEBENTURES:


Eligibility
This facility is available to our existing individual customers enjoying a strong relationship with
SBI. This loan could be availed either singly or as a joint account with spouse in 'Either or
Survivor'/ 'Former or Survivor' mode. It is offered as an Overdraft or Demand Loan.
The facility is available at 50 select centers.

24

Salient
Purpose

Features:

For meeting contingencies and needs of personal nature. Loan will be permitted for subscribing
to rights or new issue of shares / debentures against the security of existing shares /
debentures. Loan will not be sanctioned for (i) speculative purposes (ii) inter-corporate
investments or (iii) acquiring controlling interest in company / companies.
Loan
Amount
You can avail of loans up to Rs 20.00 lacs against your shares/debentures.
Documents
Required
You will be required to submit a declaration indicating:

Details of loans availed from other banks/ branches for acquiring shares/ debentures.
Details of loans availed from other banks/ branches against security of shares/
debentures

Margin
You will need to provide a margin amount of 50% of the prevailing market prices of the shares/
non-convertible debentures being offered as security. (The market prices refer to the prices in
the Stock Exchanges as reported in the Economic Times.)
Interest
At SBAR Floating i.e. 12.25% p.a.
Repayment
Schedule
To be liquidated in maximum period of 30 months through a suitable reducing DP programme.
In case of a default or if the outstanding is over Rs.20.00 lacs, the shares/debentures will be
transferred in the name of the Bank.
Security:
Pledge of the demat shares/debentures against which overdraft is granted.

25

Statement of problem
SBI Main Branch, Bhubaneswar want to know about the customer perception about the
advance product provide by them to the people.
To find out what kind of service provide by the competitors in advance product.
To find out the need of the customer and hence formulate the strategy to level the
economy in the society.
How the products are helping the customer.
To know the utility of the product.
To find out the need of the customer in Bhubaneswar region and introduce new product
or facilitate new service in existing product.

Research objectives
26

Summer Internship Project gives a practical exposure and helps in acquiring the on road skills.
First and foremost objective is to find out the reasons for using of Advance Product from
SBI.
To find out the services that other bank given to their customer.
To generate the leads through the survey.
To sort out the prospective leads from the data I have collected through the survey.
To build the relation ship with the customers and to follow up them, make sure that they
are satisfied with the product.
To maintain good relationship with the corporate employees.
To get more references from the customers and generate new leads by following a chain
process.
To place SBI Advance Product ahead of the competitors.
To find out the customer awareness on booming Advance Product market and to find out
the using patterns of the people
To make the customer aware of the benefits of the product and convince him to go for
SBI Advance Product.

27

Significance and scope

The geographical scope of the study is restricted to Bhubaneswar only with sample size of 2000
people.
All the analysis and suggestions are based on the analysis of the both primary and secondary
data.
There fore the scope of the study revolves around the following aspects:

Consumer perception towards Advance Product


Consumer awareness about Advance Product scheme and its benefit.
Aware the Bank about the customer problems, especially in case of automobile sector.

28

Research methodology

Research methodology
29

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. The primary data has been
collected with the help of questionnaire as well as personal observation book, magazine;
journals have been referred for secondary data. The questionnaire has been drafted &
presented by the researcher himself.

Sample Size:
Sample of 2000 people was taken into study, and their data was collected
Sampling Technique:
To study the Project, a Simple Random Sampling technique is used.
Data Collection:
Collection of data is done by
Secondary Data & through
Questionnaire
i.e., Primary data was collected through Questionnaire.

Data Analysis:
After data collection, Im able to analyze customers views, ideas and opinions
related to Advance Product and about SBI Advance Product and from this, SBI will
come to know the customer requirements.

30

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.

Classification & tabulation of data:

The data thus collected were classified according to the categories,


counting sheets & the summary tables were prepared. The resultant
tables were one dimensional, two dimensional.

Statistical tools used for analysis:

Out of the total respondents, the respondents who responded logically


were taken into account while going into statistical details & analysis of
data. The tools that have been used for analyzing data & inference
drawing are mainly statistical tools like percentage, ranking, averages, etc.

As per questionnaire and market surveys I have find out different responses from different
people. According to their responses I analyze the findings and draw certain remarks.

31

Analysis of data

GRAPHICAL REPRESENTATION OF DATA

32

Q1. On which bank you depend for your regular transaction?


( )

No. of People
SBI

60 % (1200)

ICICI

33 % (660)

HDFC
OTHER

5% (100)
2% (40)

TOTAL NO. OF PEOPLE

2000

RESPONSES OF PEOPLE IN %
5% 2%
SBI

33%

ICICI

HDFC

60%

OTHER

It has been observed that approximately 60% correspondents are using the service of SBI for
their daily transaction, around 33% of people are using ICICI Bank for their transaction and only
5% & 2% of people are using HDFC & other Bank service respectively in Bhubaneswar. It also
shows that SBI have the highest market position in Bhubaneswar as per my sample.

Q2. Are you aware of products & services provided by SBI?


33

YES

85% (1700)

NO
Total No. of People

15% (300)
2000

NO; 15%

YES; 85%

From the above data it is clear that most of the customers (around 85%) of Bhubaneswar have
the idea about the product & services of SBI, the rest 15% have the idea about the product
they are using. In this 15% most of the people are from typical rural area (Farmers).

Q3. If yes are you aware of the advance products (Loan segments) of SBI?

34

YES

95%(1900)

NO

5% (100)

TOTAL NO. OF PEOPLE

2000

% OF PEOPLE
5%
YES
NO
95%

It is clear that most of the people have the idea about the advance product of SBI. Almost all the
95% people who have the idea about the advance product are the user of SBI product &
service.

Q4. Which bank you prefer for taking loans?

35

85% (1800)
SBI
ICICI

7% (140)

HDFC

2% (40)

OTHER

1% (20)

TOTAL NO. OF PEOPLE

2000

Sales
12% 2% 1%

85%

SBI
ICICI
HDFC
OTHER

According to my sample size 85% of people prefer SBI for loan product, but some people prefer
ICICI, HDFC or OTHER Bank for loan because they are working with that bank & it is easier for
them to get loan from their bank & it easier for them to pay the interest because it is less as
compare to other bank because they are the employee of that bank.

Q5. If you prefer SBI for taking loan than what influence you to take Loan from SBI?
36

Most of the people said that they prefer SBI for taking loan because of the transparency and the
lowest interest rate for any kind of loan product. And it is easy to get loan from SBI as compare
to other bank because less paper work is require and as it is the largest govt. bank in India and
having partnership with RBI (Reserve Bank of India) and other association, it is easier for SBI to
give loan to people with a longer repayment period.

Q.6 Which loan product of SBI you have used?


HOME LOAN
EDUCATIONAL LOAN
CAR LOAN
PERSONAL LOAN
OTHER
TOTAL NO. OF PEOPLE

47% (846)
20% (360)
15% (270)
10% (180)
8% (144)
1800

Sales

10%

8%
47%

15%
20%

HOME LOAN
EDUCATIONAL
LOAN
CAR LOAN
PERSONAL LOAN
OTHER

From the sample size 85% of people are using the SBI loan product. From the 1800 people
47% of people took home loan from SBI. 20% of people took education loan for their children,
15% of people took car loan from SBI. Some of the customer took 2 type of loan from SBI like
both car & educational loan and home & car loan. 10% of people took personal loan.

37

Q7. What do you feel about the services providing by SBI in advance product?

Bad

0% (0)

Satisfactory

2% (40)

Good

55% (1100)

Excellent

43% (860)

TOTAL NO. OF PEOPLE

2000

CUSTOMER PERCEPTION TOWARDS THE SERVICE PROVIDE BY SBI IN ADVANCE PRODUCT

2%
43%
55%

BAD
SATISFACTORY
GOOD
EXCELLENT

From this it is clear that the service provide by SBI in its advance product is good in between
the customer. All of them satisfy with the product provide by SBI. 55% of people said that the
service provide by SBI is good & 43% said it is excellent & just 2% of people said that it is
satisfactory.

38

Q8. Which features you like most in Loan segments of SBI?

LESS PAPER WORK

3% (60)

ATTRACTIVE INTEREST RATE

35% (700)

TRANSPARENCY

20% (400)

SIMPLE AND FAST PROCESSING

2% (40)

LONGER REPAYMENT PERIOD

40% (800)

TOTAL NO. OF PEOPLE

2000

FEATURES LIKE BY CUSTOMER


45%
40%
35%
30%
25%
20%
15%
10%
5%
0%

Most of the people like the attractive interest rate & longer repayment period. Its easier for
people to repay the whole loan amount with its interest with low interest rate and with longer
repayment period.

39

Findings
Suggestion & Recommendation
Conclusion

40

PROJECT Findings:
From this project it is found that SBI advance product having the 1 st place in the market
at Bhubaneswar, there is a great opportunity to compete with ICICI Bank & to retain its
customer by fulfilling the requirement of customer in SBI advance product.
It has been observed that approximately 85% correspondents are using advance
product of SBI and 15% are not using any type of advance product of SBI in
Bhubaneswar.
All of SBI customers are satisfied with the services provided by the bank.
Many of these customers satisfied with the low interest rate and longer repayment period
of the advance product.
Most of the customers at Bhubaneswar prefer to take loan from SBI.
Approximately 43% of advance product users said that the service of SBI in advance
product is excellent.
A response from customer care is so clear & good.
Many customers have no time to call customer care so that they are not able to know
about the service & features of SBI advance product.
Most customers are shifted from other banks advance product to SBI because of hidden
charges, high interest rate, less repayment period.
Government employees are more concern than private employees for advance product.

REASONS FOR HIGHLY USE OF SBI ADVANCE PRODUCT:

LESS PAPER WORK


ATTRACTIVE INTEREST RATES
TRANSPARENCY
SIMPLE & FAST PROCESSING
LONGER REPAYMENT PERIOD
QUICK PROCESSING

Suggestion & Recommendation


41

Recommendation:
Customer awareness programme is required so that more people should attract towards
advance product.
If there are any kind of hidden charges than that must disclose to customer before giving
loan to them.
SBI must take some steps so that customers can get their loan in time. Like phone
verification by customer care that one customer is got their loan on time or not .It must
be before a certain date so necessary steps can be taken.
SBI should more concern about physical verification rather than phone verification so it
will avoid fraud or cheating.
Advance product selling agents must not give any type of wrong information regarding
advance product.
For the better service new offers would be require.
SBI customer care should more concern about the fastest settlement of customer
problems.
Before deducting or charging any monetary charge SBI must consult with customer.
Agents should be trained, well educated & proper trained to convince the people about
different advance product.
It is the duty of the bank to disclose all the material facts regarding advance product, like
interest charged, repayment period, other types of charges, etc.
Special scheme should be implemented to encourage both customer and agents.
The bank should increase the period for repayment of loan.
SBI should more focus on Retaining existing customers.
SBI must focus on Segmentation based on customer knowledge Product offering based
on customer demand.
SBI must take feedbacks of customers regarding features & services .

42

Suggestions given by the consumers at the time of survey:


There is more time period for repayment of education loan.
( Namrata Das )
Education loan should be providing to private college also which is not under AICTE or
any kind of University.
( Pinaki Bal )
SBI should take steps to solve customer problems immediately.
( Gopinath Mahapatra )
Agents should be trained, well educated & proper trained to convince the people about
different advance product.
(P.Anish Nath)
Loan sanction date should be according to customer convenient.
(Joytirmaya Behera)
A customer awareness programme should be taking place in rural area.

43

Conclusion
From the analysis part it can be conclude that customers have a good respond towards SBI
advance products in Bhubaneswar. SBI is in 1st position having large number of customers &
providing good services to them. The bank has a wide customer base, so the bank should
concentrate on this to retain these customers.
In present scenario SBI is the largest advance product issuer in India. Within a very short period
of time the achievement made by SBI is excellent, what a normal bank cannot expect, but it is
being done by SBI. It happens due to employee dedication towards the organization, fastest
growing Indian economy, & brand image.
To be the largest advance product issuer, SBI should focus on

Launch Innovative product


Customized advance products
Better customer services
Fastest customers problem solving techniques
Customer retention

Apart from all the above, SBI believe in providing good customer services to their customers
which is a key factor for success in future.

44

Questionnaire
Name - _____________________________________

45

Occupation-__________________________________
Contact Detail -_______________________________
Q. On which bank you depend for your regular transaction?
a) SBI
b) ICICI Bank
c) HDFC Bank
d) Other Bank, Specify (_____________)

Q. Are you aware of products & services provided by SBI?


a) YES
b) NO

Q. If yes are you aware of the advance products (Loan segments) of


SBI?
a) YES
b) NO

Q. Which bank you prefer for taking loans?


a) SBI
b) ICICI Bank
c) HDFC Bank
d) Other Bank, Specify (_____________)
Q. If you prefer SBI for taking loan than what influence you to take
Loan from SBI?
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
__________________________________________________.

Q. Which loan product of SBI you have used?


a) Home Loan
b) Education Loan
c) Car Loan
d) Personal Loan
46

e) Other Loans, Specify ( ______________ )


Q. What do you feel about the services providing by SBI in advance product?
a) Bad
b) Satisfactory
c) Good
d) Excellent
Q. Which features you like most in Loan segments of SBI?
a) Less paper work
b) Attractive interest rate
c) Transparency
d) Simple & fast processing
e) Flexibility to choose an EMI base loan or an overdraft
f) Longer tenure lone for ease of repayment
g) Specially design product for self employed
h) Any other feature, specify ( _____________ )
Q. Any suggestion you want to give for the betterment of SBI advance
product.
_________________________________________________________________________________
_________________________________________________________________________________
_________________________________________________________________________________
________________________________________________________.

47

Bibliography:
Text Books:
48

Solomon, Michael R. (2002), Consumer Behavior: Buying, Having, Being. 5th Ed.
New Jersey: Prentice Hall
Wilson A. (2003), Marketing Research: An Integrated Approach
Naresh Ku. Malhotra, Marketing Research: An Applied Orientation, Fifth Edition

Internet:

www.google.co.in
www.sbi.com
www.sbi.co.in
www.bnet.com

49