Submitted By:ANUJ KR.

SINGH HARSHA MAYA MONICA SINGH NISHANT SINHA RAVI SHANKER

State Bank of India

Largest nationalized commercial bank in India
In terms of assets, number of branches, deposits,

profits and workforce. Headquarters in Mumbai, India and employs about 205,896 people.

Mobile banking Credit Cards Internet Banking

LOANS

SERVICES

ATM facility

FUND TRANSFER LOCKER DEMAT SERVICES

FACILITY

Mobile Banking
Mobile banking (also known as M-Banking, SMS Banking) is a term used for performing balance checks, account transactions, payments, credit applications and other banking transactions through a mobile device such as a mobile phone or Personal Digital Assistant (PDA).

Internet Banking
Online banking (or Internet banking) allows

customers to conduct financial transactions on a secure website operated by their retail or virtual bank, credit union or building society.

ATM facility
Acronym for automated teller machine, a machine at a bank branch or other location which enables a customer to perform basic banking activities (checking one's balance, withdrawing or transferring funds) even when the bank is closed.

Demat services
Demat account is a safe and convenient means of

holding securities just like a bank account is for funds. Today, practically 99.9% settlement (of shares) takes place on demat mode only. Thus, it is advisable to have a Beneficiary Owner (BO) account to trade at the exchanges.

Locker facility
Bankers are in the business of providing security to

the money and valuables of the general public. While security of money is taken care of through offering various type of deposit schemes, security of valuables is provided through making secured space available to general public for keeping these valuables. These spaces are available in the shape of LOCKERS.

Fund transfer
Electronic Funds Transfer (EFT) is a system of

transferring money from one bank account directly to another without any paper money changing hands. One of the most widely-used EFT programs is Direct Deposit, in which payroll is deposited straight into an employee's bank account.

Loans
An arrangement in which

a lender gives money or property to a borrower, and the borrower agrees to return the property or repay the money, usually along with interest, at some future point in time. Usually, there is a predetermined time for repaying a loan.

Credit cards
A credit card is a small plastic card issued to users as a

system of payment. It allows its holder to buy goods and services based on the holder's promise to pay for these goods and services.

COMPETITORS

Communication

SBI
Advertisement Personal Communicati on Sales Promotion Publicity & Public Relations Instructional Material

STRENGTH

WEAKNESS

Brand Name Wide Distribution Network Market Leader Diversified Portfolio Low Transition Cost Highest market Capitalization & Profits

Hierarchical management structure Highest non performing assets (NPAs)

OPPORTUNITIES
Financial Inclusion Rural India Merger of associate banks with SBI Global expansion Micro Finance Branch Expansion Strong economic growth Corporate demand for credit

THREATS
Advent of MNC banks Changing interest rates and the changing policies of RBI Competition in the retail segment Private banks in the rural and semi-urban sector Change in government policies

Target Markets
Two Types: Current users Proposed users 1. Rural population 2. Markets of tier II and tier III cities with MFs 3. Working Class(High Net Individuals) 4. Increasing Middle Class

SBI communication Objectives can be:

Increasing AWARENESS and KNOWLEDGE about the new

and existing products To grab ATTENTION of consumers To Enhance purchase actions. REINFORCEMENT Increase in Market Share and sales

OBJECTIVE OF THE STUDY

To know the services provided by the bank
To find the satisfaction level of the customer To find the gap between bank and customer

1. Do you think that your bank caters all your banking needs?

10%
YES

90%

NO

2.What kind of account do you maintain in . this bank?

5% 15% 20% CURRENT

SAVINGS
LOAN DEMAT 60%

3.When do you think of your bank what comes first in your mind
10% 10% 20% 60%

PERSONALISED SERVICE WIDE BRANCH NETWORK CUSTOMER SERVICE CORE BANKING

4.What are the services used by you from your bank?

10%

20%
30%

40%

deposits loans

internet banking
others

5.What problems do you face by your banking services?

20% 40%
delay in process improper feedback

20%
20%

unfriendly behaviour
others

6.Are you satisfied by the services provided by your bank?

Column1

10% 10%
yes no somewhat can't say

10%
70%

FINDINGS
Poor CRM with common people.
Lack of awareness about services. Customers are not updated with technology. Long processing time. (draft, loan, etc)

REFRENCES
WWW.STATEBANKOFINDIA.COM
http://en.wikipedia.org/wiki/Special:Search?search QUESTIONNAIRE

THANK YOU