Академический Документы
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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.
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.
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
Bank
AXIS
Bank
Kotak
Mahindra
Bank
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
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
Personal
Loans
Travel Card
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
14
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
Construction
Purchase
of
Extension/
repair/
plot
renovation/
of
of
land
alteration
House/
for
Flat
construction
of
an
existing
of
House
House/
Flat
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
40%
50%
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
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%
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
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 :
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.
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
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)
Repayment Period
Upto 3 years
B. For Overdrafts: For New Vehicles only W.E.F. February 27, 2008
Repayment Period
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)
EDUCATION LOAN:
A term loan granted to Indian Nationals for pursuing higher education in India or abroad where
admission
has
been
secured.
Eligible
Courses
Examination/Library/Laboratory fees
Purchase of Books/Equipment/Instruments/Uniforms
Caution Deposit/Building Fund/Refundable Deposit (maximum 10% tution fees for the
entire course)
Any other expenses required to complete the course like study tours, project work etc.
Amount of Loan
20
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
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
5-7
Security
Amount
Upto Rs. 4 lacs
7.50 lacs
21
Documentation Required
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.
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
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:
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.
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:
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
32
No. of People
SBI
60 % (1200)
ICICI
33 % (660)
HDFC
OTHER
5% (100)
2% (40)
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.
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)
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.
35
85% (1800)
SBI
ICICI
7% (140)
HDFC
2% (40)
OTHER
1% (20)
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.
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)
2000
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
3% (60)
35% (700)
TRANSPARENCY
20% (400)
2% (40)
40% (800)
2000
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.
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 .
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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
Apart from all the above, SBI believe in providing good customer services to their customers
which is a key factor for success in future.
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Questionnaire
Name - _____________________________________
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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 (_____________)
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Bibliography:
Text Books:
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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
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