CHAPTER 1

INTRODUCTION
With years, banks are also adding services to their customers. The Indian banking
industry is passing through a phase of customer’s market. The customers have more
choices in choosing their banks. A competition has been established within the banks
operating in India. With stiff competition and advancement of technology, the
services provided by banks have become more easy and convenient.

A decade before it was tough to believe that banking sector

will be at a fingertip. Now it’s possible. A mobile hand set with a connection is the
only instrument needed to make a gateway to your banking transaction, the latest
innovation of technology. With the advancement of technology, banking sector has
become easier, fast, accurate and also time saving. Different types of accounts and
loans, facilitating with plastic money and money transfer across the globe, ATMs,
Mobile Banking, SMS Banking and Net Banking is only the tip of an ice-berg.

The various services provided by the banks should attract

and should be planned in a way according to the customer’s perception and
expectations towards the bank. The perception of the customers differs from one to
another. It is essential for the bank to understand the perception of the customers
and customise the services. In the current scenario the customer expectations
towards the banking services keep on increasing enormously. Based on the living
standards of the people and life style of the customers they started enjoying more
facilities in which the banking services have no exemptions.

Understanding the perception of the customer and meeting

the expectations of the customer will result in customer satisfaction. The customer
satisfaction is of a crucial concern to all the organisations which provide services to
the customers like the banking services to attract the customers and to retain them
they have to facilitate more value added services and augmented services which will
result in high satisfaction of customers.

Customer Relationship Management plays a vital role which

helps the bank to understand them in a better way and maintain them in the
organisation for a longer period. Creating a loyal customer is the most important
factor which will ensure the business development of the organisation.

Considering the importance of the above said five dimensions in this

research it has been emphasized that empirically evaluating the five dimensions like
Customer satisfaction, Customer Perception, Customer Expectation, Customer

1
Relationship Management and Customer Loyalty will give better inputs in
formulating better strategies for the banking sector.

1.1 OBJECTIVES OF THE STUDY

 To study the awareness and unawareness of customers towards the

service charges collected by the bank.
 To study the different service charges of SBI.
 To analyse the customer’s attitude towards service charges collected by
the bank.
 To study whether the customer is getting benefited from the service
charges collected by the bank.

1.2 SCOPE OF THE STUDY

The study aims at examining the awareness and unawareness of the

customers towards the service charges. The study is confined to Thiruvalla
Taluk and the study covers the SBI customers.

1.3 METHODOLOGY

This study is based on both primary and secondary data. Primary data is collected
through questionnaire method distributed among 60 SBI customers from Thiruvalla
Taluk. Branches are selected by sampling method and from the branches 60
customers are selected by using stratified random sampling.

1.4 LIMITATIONS

 The sample size is 60 hence findings cannot be generalised.

 The study confined within the Thiruvalla Taluk only.
 It is difficult to know whether the respondents are merely giving the exact
information.
 The report has been conducted within a limited time frame.

1.5 CHAPTERISATION

1. Introduction

This chapter gives a general introduction to the study.

2
 2. Theoretical Overview

Theoretical review describes the aspects of the topic under study.

3. Analysis of Data
This chapter represents the design of the study including procedure, tools
and analysis and interpretation of data.
4. Findings
This chapter deals with findings, suggestions for improvement and
conclusion.

3
 CHAPTER 2
THEORETICAL OVERVIEW

4
2.1 HISTORY

The evolution of State Bank of India can be traced back to the first decade of the 19
century. It began with the establishment of the Bank of Calcutta in Calcutta on 2 June
1806. The bank was redesigned as the Bank of Bengal three years later, on 21
January
1809. It was the first ever joint-stock bank of British India, established under the
sponsorship of the Government of Bengal. Subsequently the Bank of Bombay
(established on 15 April 1840) and the Bank of Madras (established on 1 July 1843)
followed the Bank of Bengal. These three banks dominated the modern banking
scenario in India, until when they were amalgamated to form the Imperial Bank of
India, on 27 January 1921.

5
2.2 CURRENT SCENARIO

2.1.1 BRANCHES
The corporate center of SBI is located in Mumbai. In order to cater to different
functions there are several other establishments in and outside Mumbai, apart from
the corporate center. The bank boasts of having as many as 14 local head offices and
57 zonal offices, located at major cities throughout India. customers throughout
India.

2.1.2 SUBSIDIARIES

The state bank group includes a network of eight banking subsidiaries and several
non-banking subsidiaries. Through the establishments it offers various services
including merchant banking services, fund management factoring services primary
dealership in government securities, credit cards and insurance.

2.3 PRODUCT AND SERVICES

2.3.1 PERSONAL BANKING

 SBI term deposit SBI loan for pensioners

 SBI recurring deposit SBI loan against mortgage of property
 SBI housing loan SBI
 Loan against shares & debentures
 SBI car loan SBI
 Rent plus scheme
 SBI educational loan
 Medi plus scheme

2.3.2 OTHER SERVICES

● Agriculture/Rural banking
● NRI Services
● ATM Service

6
 ● DE mat Service
● Corporate Banking
● Internet Banking
● Mobile Banking
● International banking
● Safe Deposit Locker
● BRIEF
● E-Pay
● E-Rail
● SBI Vishwa Yatra Foreign Travel card
● Broking Service
● Gilt cheques

2.3.1.1 SBI TERM DEPOSIT

Park the lump sum amount in SBI term deposit and avail features like
guaranteed returns. Choice of interest payout, liquidity through OD or
premature withdrawal.

Minimum deposit -Rs 1000/-

Maximum deposit -No limit

 Payment of interest
Payment of interest at monthly /quarterly/ calendar quarter basis as per your
requirement Payment of monthly interest will be at discounted rate. Interest will be
paid at the contracted rate irrespective of change in the rates thereafter
Senior citizen get 0.25% extra interest rate for amount above Rs 10,000/.
 Tenure
7 days to 10 years

 Premature payment
Available subject to penalty: For retail term deposits up to Rs 5.00 lacs, the
prepayment penalty will be 'NIL' provided the deposits have remained with the bank

7
for at least 7 days. For term deposits above Rs 5.00 lacs but less than Rs 1 crore, the
prepayment penalty will 1% for all tenors.

 Loan facility
Loans/OF up to 90% of the principal deposit

 Nomination facility
Available

 TDS
TDS at prevalent rate is deducted at source if Form 15G/15H not submitted

 Others
Flexibility to convert term deposit (regular interest payout) to STD (Cumulative
interest payout) and vice versa Automatic renewals will take place only where there
is no maturity instructions recorded at the time of opening the term deposit account
or any time before the maturity of deposit.

 Most important terms and conditions

Premature penalty for retail Term Deposit up to Rs 5.00 lacs will be NIL provided the
deposits have remained with the bank for at least 7 days for term deposit above Rs
5.00 lacs but less than Rs 1 crore, the prepayment penalties will 1% for all tenors
(0.05% at present).

 SBI LOANS TO PENSIONERS

Retired individuals might face financial requirements which compel them to avail a
loan to meet this purpose. SBI provides loans to pensioners. Central or State
Government or defense pensioners who are below 76 years old can avail this loan.
They need to draw their pension from one of the SBI branches.
 FEATURES AND BENEFITS OF SBI PENSIONER LOANS

8
  The processing fee is nominal Defense pensioners need not pay any
processing fee
 Fast loan processing
 The loan is devoid of interest costs.

2.3.1.2 RECURRING DEPOSIT

The recurring deposit accounts combine the characteristics of both savings accounts
and fixed deposit accounts, In the case of recurring deposit account the depositor
deposits a fixed sum of money every month for an agreed period. At the end of the
specified period the depositor gets back the amount deposited together with the
interest accrued there on These deposits encourage thrift among low and middle
income groups and help them to save a fixed sum every month.
.

 KEY FEATURES OF SBI RECURRING DEPOSIT

 Monthly deposits of Minimum Rs.100/- and in multiples of Rs 10/- No

maximum.
 Minimum period 12 months’ maximum 120 months
 Rate of interest as applicable to Bank's TDR/STDR for the period of the RD.
 Loan/Overdraft up to 90% available against the balance in RD account.
 TDS is applicable. Premature withdrawal allowed and for this, rules for
TDR/STDR are applicable.
 Nomination facility available and it is advised to avail of the facility.
 Passbooks are issued.

 LOAN AGAINST MORTGAGE OF PROPERTY

A personal purpose loan against mortgage of residential and/or select commercial

property.

ADVANTAGE
Complete transparency in operations. Access this loan from our wide
network of branches Interest rates are levied on a daily reducing balance method
Lowest processing charges Rental income in select cases also considered for loan

9
eligibility No prepayment penalties. You can have surplus funds at any time thereby
conveniently reducing your loan liability and interest burden
PURPOSE
Any personal purpose such as meeting expenditure on education,
marriage, healthcare etc other than speculative purpose. An undertaking to this
effect will be obtained from the customer in the application itself and no
documentary evidence for end use of the fund to be insisted upon.

ELIGIBILITY
Employees, professionals and Self-employed individuals who are IT
assesses and NRIs who own residential property or commercial property in his/her
own name or in the name of spouse/children/parent/sibling.

2.3.1.3 SBI HOUSING LOAN

SBI offers housing loan for the construction or purchase or for the
maintenance of houses to individuals and institutions involved in housing projects for
general public.

SBI HOUSING LOAN UNIQUE ADVANTAGES

 Low processing cost.
 Package of exclusive benefits.
 Low interest rate. Further they charge interest on a daily reducing balance.
 No hidden cost or administration charges.
 No prepayment penalties. Reduce our interest burden and optimally utilize
your surplus funds by prepaying the loan.
 Over 15,969 branches nationwide, we can get our home loan account parked
at a branch nearest to your present or proposed residence.

2.3.1.4 LOAN AGAINST SHARES/DEBENTURES

State Bank of India offers loan against shares/debentures lowest interest
rates. Avail of loans up to Rs 20.00 lacs against the shares or debentures to enable to
meet contingencies. personal needs or even for subscribing to rights or new issue of
shares.

ELIGIBILITY

10
  This facility is available to 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.

2.3.1.5 SBI CAR LOAN

SBI offers best deal for financing for purchase a new car, used car or
takeover of existing car loan from other banks or financial institution.

SALIENT FEATURES
 Lowest interest rate and EMI
 Longest payment tenure (7 years)
 Financing on road price'(On road price include registration, insurance and
extended warranty/total service package/annual maintenance contract cost of
accessories).
 Interest calculated on daily reducing balance.
 No prepayment penalty or foreclosure charges
 No advance EMI
 They also reimburse finance for the car purchased out of our funds at rate of
interest applicable to new car financing (car should not be more than 3
months old)
 Optional SB life insurance cover applicable.
 Overdraft facility available

2.3.1.6 RENT PLUS SCHEME

Rent Plus scheme provides loans against assignment of future rentals to
the residential or commercial property owners to meet their liquidity mismatch.

 ELIGIBILITY
Owners of residential buildings and commercial properties which are to be rented
or already rented to MNCS/Banks/large medium size Corporate.

 LOAN AMOUNT
Lowest of:
 75% of realizable value of the property mortgage (as per latest valuation
report of the Bank's approved value).

11
  Maximum permissible under the Scheme.
 75% of total rent receivable for the residual lease period or loan period
whichever is lower minus total of advance deposit, estimated amount of
property tax, service tax, TDS and other statutory dues for the period].

THE MINIMUM AND MAXIMUM PERMISSIBLE UNDER THE SCHEME

Min: Rs 50,000/-.
Max: In Metros Rs7.50 crores.
In Non-Metro Rs 5.00 Crores.

2.3.1.7 SBI EDUCATION LOAN

SBI education loan is to provide better education opportunities to bright
and financially backward students and brings within their reach all types of education
SBI Student Loan scheme is offered to Indian nations for pursuing higher studies in
India or at a foreign institution. SBI Scholar Loan scheme is offered to students who
have secured admissions in premier Indian institutions. A separate loan scheme is
offered for pursuing vocational education and training in India.

EXPENSES CONSIDERED FOR SBI EDUCATION LOAN

 Tuition and course fee.
 Examination, library and laboratory fees.
 Caution deposit. Cost of books, equipment and other instruments.
 The following expenses are considered only for the student loan scheme and
not for the vocational training loan.
 Cost of a two wheeler up to Rs. 50,000.
 Travel expenses and passage money for abroad studies.
 Caution deposit, building fund and other refundable deposit which amounts
up to 10% of the tuition fees for the entire semester.
 Any other expenses required to complete the coursework like study tours,
thesis project etc.

2.3.1.7 MEDIPLUS SCHEME

The Specialized Medical Treatments, not only do the cost implications run
into several lakhs of rupees, but more often than not, these liquid funds also need to
be generated at a very short notice, in order to be able to make prompt hospital bill
payments... With this in mind, Media Plus is specially designed to make life simpler
for persons under what could well be trying circumstances.

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PURPOSE
Loan for individuals to avail specialized expensive medical treatment coronary
bypass. Hip and Knee replacement surgery, cochlear implants (surgical) for the
hearing impaired etc.

ELIGIBILITY: qualification to avail loans under this scheme

1.An employee of the Government a reputed PSU/ a profit making public limited
company and if he has a minimum, 10 years of service
2. A self-employed professional.
3. A pensioner, who has taken voluntary retirement and is not yet 60 years’ old
4. An agent of Insurance/ KVP/ Mutual Funds etc. with a minimum annual income of
Rs 3 lakhs.
5 An employee/ a pensioner with minimum income of Rs. 10,000 per month or if you
are a neither, a minimum income of Rs. 3 lakhs per annum. Note: If the person being
treated is a minor, the loan may be granted to a parent.
2.3.2.1 OTHER SERVICES

 RURAL BANKING
The term rural banking" covers a lot of ground. In the united states,
rural banking is an informal description of the activities of community banks in rural
areas. Rural banking outside the United States refers to banking services in
communities that are beyond the reach of formal banking systems. Internationally
rural banking is part of development efforts that serve the poor On the international
level rural banking means bringing financial services to far flung Poverty stricken
areas in all likelihood for the first time in their histories The Grameen bank of
Bangladesh was in the forefront of the trend It began providing Microloans in the
1970s to rural women wanting to start small business The bank and its Founder
Muhammad Yunus, received the noble peace price in 2006 for his work Microloans
of the Grameen variety however are not designed to provide broader banking
Services For one things some 96 percent Grameen loans still go to women.

 NRI SERVICES
They believe every NRIs the right to stay mooted to the land in the
provide a number of Services and facilities for NRIs. The acronym NRI just means

13
nonresident Indian for most but for NRI has an inherent appeal in itself which means
NURTURE your ROOTS in INDIA.

 ATM SERVICES
SBI provide easy access to money to its customers through more than
8500 ATMs in India. The bank also facilitates the free transactions of money at the
ATMs of State bank of India as well as the associate Banks-State bank of Bikaner
Jaipur state bank of Hyderabad, state bank of Indore etc. You may also transfer
money through SBI.

 DEMAT (DEMATERIALIZATION) SERVICES

Dematerialization means elimination of paper certificates and
maintaining records in the form of electronic entries only. Securities can be
dematerialized at the time of issue or subsequently in the depository the
dematerialized shares are identified with reference to the ISIN (International
Securities Identification Number) and the number of shares.

 CORPORATE BANKING
Corporate banking is also known as business banking, refers to the
aspects of banking that deals with corporate customers. The term was originally used
in the US. To distinguish it from investment banking, after the Glass-seagull act of
1933 separated the two activities.

 INTERNET BANKING
Internet Banking is a convenient way to do banking from the comfort of our
home or office. Avoid the queue or delays and try our simple and secure Internet
Banking facility for an unmatched online banking experience.

FEATURES OF INTERNET BANKING

 Check Account Statement
 Transfer Funds
 Open a Fixed Deposit
 Pay Utility Bills
 Open Deposits

14
  Recharge prepaid mobile/DTH and a lot more
 Buy General Insurance
 Pay Taxes
 And many more financial and non-financial services

 MOBILE BANKING
Mobile banking is a service provided by a bank or other financial institution
that allow its customers to conduct financial transactions remotely using a mobile
device such as
a mobile phone or tablet. It uses software, usually called an app, provided by the
financial
institution for the purpose. Mobile banking is usually available on a 24-hour basis.
Some financial institutions have restrictions on which accounts may be accessed
through mobile
banking, as well as a limit on the amount that can be transacted .

 INTERNATIONAL BANKING
An international bank is a financial entity that offers financial services, such
as payment accounts and lending opportunities, to foreign clients. These foreign
clients can be individuals and companies, though every international bank has its
own policies outlining with whom they do business Companies do business with
international banks to help facilitate international business, the complexities of
which can be quite costly.

 SAFE DEPOSIT LOCKER

Safe Deposit Locker facility is one of the value added services provided
by the Bank to its customers. Bank provides specially designed lockers purchased
from reputed manufactures which are kept at specially built strong rooms at
branches for keeping the valuable of hirers. Safe Deposit Locker facility is available at
our various branches across India. Lockers of different sizes to suit the needs of
customers are available.

 RBIEFT (RBI ELECTRONIC FUND TRANSFER)

15
 RBIEFT is a scheme introduced by reserve bank of India (RBI) to help those
who are offering their customers money transfer service from account to account of
any branch to any other bank branch in places where EFT services are offered fund
transfer is possible.

 E PAY
Today, many users make payments electronically rather than in person.
Hundreds of electronic payment systems have been developed to provide secure
Internet transactions Electronic payment systems are generally classified into four
categories: credit card and debit cards, electronic cash; micropayment systems; and
session-level protocols for secure communications.

A secure electronic financial transaction has to meet the following four

requirements: ensure that communications are private; verify that the
communications have not been changed in transmission; ensure that the client and
server are who each claims to be; and ensure that the data to be transferred was, in
fact, generated by the signed author.

 E-RAIL
The facility has been launched in 1" September 2003 in association with
IRCTC. The scheme facilitates booking of railway tickets online. The salient features
of this scheme are as under;
 All internet banking customers can use this facility.
 All are required to register on www.irctc.co.in. We can select our train
depending on our journey and book our ticket online.
 On giving payment option as SBI, the user will be redirected to onlinesbi.com.
After logging on to the site you will be displayed payment amount, TID No.
and Railway reference no.
 On selecting the payment amount your account will be debited. We will
return to www.irctc.co.in. The ticket with PNR No. will be displayed. We can
print the ticket.
 BROKING SERVICES
A broker is an individual person who arranges transactions between a
buyer and seller for a commission when the deal is executed A Broker who also acts
as a seller as a buyer becomes a principal party to the deal. Neither role should be
confused with that of an agent one who acts on behalf of a principal party in a deal A
broker is an independent party, whose services are used extensively in some
industries. A broker's prime responsibility is to bring sellers and buyers together and

16
thus a broker is e third-person facilitator between a buyer and a seller. An example
would be a real estate broker who facilitates the sale of a property.

 GILT CHEQUE
Gilts are bonds that are issued by the British government, and they are
generally considered low-risk investments Gilts are the UK equivalent of U.S Treasury
securities, and the name originates from the original certificates, issued by the British
government, which had gilded edges.

 STATE BANK FOREIGN TRAVEL CARD

State Bank Foreign Travel Card is a prepaid Foreign Currency card that makes your
foreign trip trouble-free and convenient. It is a Chip based Card which stores
encrypted and confidential information. It offers you a convenient and secure way to
carry cash anywhere in the world (valid worldwide except in India, Nepal and
Bhutan).
The Card:
 Issued in association with VISA International.
 Accepted at 1.80 Million VISA ATMs and at over 28 Million Merchant
Establishments (MES) approximately, all over the world except in India, Nepal
and Bhutan.
 Available at over 1,100+ Branches.
 Available for retail (students, tourists, pilgrims, medical needs, etc) and
corporate Customers (Companies, Government Departments, Public Sector
Undertakings, etc.)

 MOBILE BANKING SERVICE OVER APPLICATION/WIRELESS APPLICATION

PROTOCOL(WAP)
The service is available on java enabled mobile phones over SMS/ GPRS
where the user is required to download the application on to the mobile handset.
The service can also be availed via WAP on both java and non-java phones with GPRS
connection.

The following functionalities are available in the application based service/ WAP:
 Funds transfer (within and outside the bank-using NEFT)
 Enquiry services (Balance enquiry/ Mini statement)
 Cheque book request.
 DE mat Enquiry Service Portfolio value, Request for DIS booklet. Value of
holdings, statement of charges, Transaction status etc.)

17
  Bill Payment (Utility bills, credit cards, Insurance premium payments)
 Donations, Subscriptions M Commerce (Mobile Top Up. Top up of Tata sky,
Big TV. Sun Direct, Dish TV connections and receive recharge pins for
Digital TV/Videocon d2h, Merchant payment, SBI life insurance premium).

 BUSINESS RULES GOVERNING MOBILE BANKING SERVICE OVER

APPLICATION/WAP.
The Mobile Banking Service will be available to all the customers
having Current Savings Bank Account (Personal segment). The customers will
have to register for the services. Daily transaction limits for fund transfer/bill
merchant payment is Rs 50,000/ per customer with an overall calendar month
limit of Rs.2.50,000.00 The service will be carrier-agnostic i.e. all customers can
avail the mobile banking service with the Bank
irrespective of the service provider for their mobiles. The service is free of charge
However, the cost of SMS / GPRS connectivity will have to be borne by the
customer.
Mobile Banking Service over USSD. (Unstructured Supplementary Service Data)

Mobile Banking Service is now available on non-java mobiles without GPRS

connection also. The service is currently available with Ariel, Idea, MTNL (Delhi)
Vodafone and Tata DoCoMo connections. The service is session based and
requires a response from the user within a reasonable time. The Daily Transaction
limit is Rs1000/- per customer with an overall calendar monthly limit of Rs 5000/-.

2.3.3 SERVICE CHARGES OF SBI

 ATM charges
All cash withdrawals through ATM—by customers of its mobile wallet
State Bank Buddy—will now be charged at Rs 25 per transaction.
Beyond four withdrawals in a month— for basic savings banks
deposit account—the service charges applicable will be Rs 50 plus
service tax per transaction; Rs 20 plus service tax at other bank
ATMs; and Rs 10 plus service tax for SBI's own ATMs. All normal
savings bank accounts will continue to get eight free ATM
transactions in metros and 10 free transactions in non-metros.
 Online transfer

18
IMPS fund transfer charges through internet banking/UPI/IUSSD will
be Rs 5 plus service tax for amounts of up to Rs 1 lakh; Rs 15 plus
service tax for above Rs 1 lakh and up to Rs 2 lakh; and Rs 25 plus
service tax for above Rs 2 lakh and up to Rs 5 lakh.
 Deposits through banking correspondents
Cash deposit through banking correspondent of up to Rs 10,000 will
be charged at 0.25 per cent of the value with a minimum of Rs 2 and
maximum of Rs 8 plus service tax. Cash withdrawal through banking
correspondent of up to Rs 2,000 will be charged at 2.50 per cent of
the transaction value (minimum of Rs 6) plus service tax.
Cards
Only RuPay classic card will be issued for free.
 Cheque book charges
Issue of a 10-leaf cheque book will now cost Rs 30 plus service tax;
25-leaf book, Rs 75 plus service tax and 50-leaf book at Rs 150 plus
service tax.
 Exchange of bad currency notes
Service charges for exchange of soiled/imperfect notes, up
to 20 pieces and value of Rs 5,000 will attract no charge. More than
20 pieces will invite Rs 2 per piece plus service tax. For value above
Rs 5,000, Rs 2 per piece or Rs 5 per 1,000 plus service tax,
whichever is higher on the entire order will be charged.

 Charges per months for non-maintenance of average balance

Charges for non-maintenance in current account is Rs 500/-+GST.

 Statement of account
Statement for monthly is free. For taking duplicate statement
Rs100/-+GST per page. Duplicate statement of accounts for Diamond and
Platinum variant of all salary package account free.
 Issue of duplicate passbook
The service charge for issue of duplicate passbook is Rs100/-+GST, first
passbook is free.
 RTGS/NEFT Charges
Net banking/mobile banking usage charges up to Rs10000-RS1/-.
Above 10000 and up to Rs 1.00 lakh Rs2/-.
Above 1.00 lakh and up to Rs 2.00 lakh Rs3/-.

19
 National Automated Clearing House Mandate
One-time mandate Authorisation Charges per mandate RS50/- +GST Failed
Mandate Rs250/-+GST.

20
CHAPTER 3
ANALYSIS OF DATA

21
 AGE WISE CLASSIFICATION
TABLE 3.1

AGE GROUP RESPONDENTS PERCENTAGE

18-25 27 45
26-30 3 5
31-40 6 10
41-50 15 25
51-60 7 11.67
ABOVE 60 2 3.33
SOURCE: PRIMARY DATA
Interpretation
Table no: 3.1 shows that out of 60 respondents, 45% of respondents are
below 18-25 age group, 5% of respondents are 26-30 age group category, 10%
are 31-40 group category and 25% of respondents are 41-50 age group category,
11.67% of respondents are 51-60 age group category, and the balance 3.33% of
respondents are ABOVE 60 age group.
Chart no 3.1

22
 GENDER WISE CLASSIFICATION
Table 3.2
GENDER WISE CLASSIFICATION OF THE RESPONDENTS
GENDER RESPONDENTS PERCENTAGE
MALE 29 48.33
FEMALE 31 51.66
SOURCE: PRIMARY DATA
Interpretation
Table 3.2 shows that out of 60 respondents 29 (48.33%) are male and 31
(51.66%) are female.
Chart no.3.2

23
 EDUCATIONAL QUALIFICATION
Table 3.3
EDUCATION QUALIFICATION WISE QUALIFICATION OF RESPODENTS
QUALIFICATION RESPONDENTS PERCENTAGE
High School 2 3.33
Degree 29 48.33
Master Degree 6 10
Others 23 38.33
SOURCE: PRIMARY DATA
Interpretation
Table 3.3 shows that out of 60 respondents only 3.33% are qualified up to
High School, 48.33% of the respondents passed Degree, 10% of the respondents
passed Master Degree and Others include 38.33%.
Chart no 3.3

24
 OCCUPATION
Table 3.4
OCCUPATION WISE CLASIFICATION OF THE RESPONDENTS
OCCUPATION RESPONDENTS PERCENTAGE
Govt. employee 8 12.9
Private employee 12 19.35
Business 9 14.52
Student 25 40.32
Others 8 12.9
SOURCE: PRIMARY DATA
Interpretation
Table no 3.4 shows that 12.9% of the respondents are Government Employees,
19.35% of the respondents are Private Employees, 14.52% of the respondents are
Business persons, 40.32% of the respondents are Students and the balance 12. 9%
are Others.
Chart no 3.4

25
 MONTHLY INCOME
Table 3.5
MONTHLY INCOME WISE CLASSIFATION OF THE RESPONDENTS
INCOME LEVEL RESPODENTS PERCENTAGE
Up to 10000 14 29.79
10000-20000 4 8.51
20000-30000 9 19.15
30000-40000 11 23.4
40000-50000 2 4.26
Above 50000 9 14.89
SOURCE: PRIMARY DATA
Interpretation
Table no: 3.5 shows that 29.79% of respondents have monthly income
below 10000, 8.51%of respondents have monthly income between 10000 and
20000, 19.15% of respondents have monthly income between 20000 and 30000,
23.4% of respondents have income between 30000 and 40000, 4.26% of
respondents have income between 40000 and 50000 and 14.89% of respondents
have income Above 50000.
Chart no 3.5

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 MOST VALUED ATTRIBUTE OF THE BANK
Table 3.6
CLASSIFACTION ON THE BASIS OF ATTRIBUTES WHICH VALUE CUSTOMERS MOST.

CHOISE RESPONDENTS PERCENTAGE

Quality of service 24 39.34
Technology 9 14.75
Trust 15 24.59
Location 5 8.2
Type of bank 8 13.11
SOURCE: PRIMARY DATA
Interpretation
Table no: 3.6 shows that majority of the customers value the Quality of
Service of the bank (39.34%), Technology (14.75%), Trust (24.59%), Location
(8.2%) and Type of bank (13.11%).
Chart no 3.6

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 FEMILARITY WITH COMPUTER OF MOBILE USAGE LEVEL
Table 3.7
FEMILARITY WITH COMPUTER OR MOBILE USAGE LEVEL OF THE RESPONDENTS
CHOISE RESPONDENTS PERCENTAGE
No Knowledge 5 8.47
Beginner 9 15.25
Average Knowledge 31 52.54
Advance knowledge 14 23.73
Technology Savvy 0 0
SOURCE: PRIMARY DATA
Interpretation
Table no: 3.6 shows that only 8.47% of the respondents have No knowledge,
15.25% of the respondents are Beginner, majority of the respondents i.e.;
52.54% have Average knowledge, 23.73% of the respondents have Advance
knowledge and there are no respondents who are Technology Savvy.
Chart no 3.7

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 SERVICES KNOWN BY THE CUSTOMERS THAT ARE LEVIED BY THE BANK FROM
THEIR ACCOUNT
Table 3.8
OPINION OF THE RESPONDENTS THAT THE SERVICES KNOWN BY THEM THAT ARE
LEVIED FROM THEIR BANK.
CHOISE RESPONDENTS PERCENTAGE
Minimum Balance Charges 23 38.33
Debit Card Charges 10 16.66
Annual Maintenance 4 6.66
Charges
Deposit Charges 3 5
RTGS or NEFT Charges 3 5
ATM Charges 17 28.33
Others 0 0
SOURCE: PRIMARY DATA
Interpretation
Table no: 3.6 shows that majority of the respondents know
Minimum Balance charges (38.33%), Debit Card Charges (16.66%), Annual
Maintenance Charges (6.66%), Deposit Charges (5%), RTGS or NEFT Charges (5%),
ATM Charges (28.33%) and there are no respondents who knows service charges
other than these.

Chart no 3. 8

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30
 CHAPTER 4
FINDINGS, SUGGESTION AND
CONCLUSIONS

31
4.1 SUMMARY AND FINDINGS
In order to have an assessment of awareness of the service charges levied from
the account of the customers, 60 customers were interviewed for the study. The
findings of the study are summarized as under:

1. Findings
2. Suggestions
3. Conclusion

 FINDINGS

 The study shows that majority of respondents are between age group of 18
to 25.
 The study shows that majority of the customers of the bank are female
51.66 %.
 The study reveals that most of the respondents are Degree Graduates.
 It was noticed that majority of the respondents are Students.
 The study reveals that the majority of respondents have monthly income
between 30000-40000.
 The study shows that the most valued attribute of the bank is the quality of
the service.
 The study shows that the majority of the customers are having an average
computer and mobile knowledge of using banking services i.e. 52.54%.
 The study shows that the most known service charge amoung the
customers is Minimum Balance Charges.

 SUGGETIONS

 This study shows that the services use by the customers above 60 age is
low. To provide more friendly services to these age groups.
 To make awareness to the school students about the services of the bank.
 In the attributes the most valued attribute is the Quality of the service,
trust and technology is comparatively low. To make sufficient changes in
these services.
 The study shows that the service charges mostly known by the customers
is Minimum Balance Charges. Most of the customers are unaware about
32
other charges. To provide awareness to these different charges to the
customers.

 CONCLUSION

This research shows that more than half of the customers collected
from survey of 60 respondents is aware about the services of the SBI
bank in Thiruvalla Taluk. But the awareness about the service charges
levied by the bank from the customer’s account is limited.

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BIBLIOGRAPHY

34
 www.wikipedia/sbi.com

 www.paisabazar.com

 www.paisabazar/sbi service charges.com

 www.ndtvprofit/sbi charges.com

 www.sbi.co.in

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 APPENDIX

Questionnaire for customers

1. NAME:

2. GENDER:
□MALE □FEMALE

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 3. AGE:
A. 18-25 B.26-30 C.31-40 D.41-50

E.51-60 F. ABOVE 60

4. EDUCATIONS
A. HIGH SCHOOL B. PLUS-TWO/PRE-DEGREE C. DEGREE D. MASTER DEGREE

5. PROFESSION
A. GOVERNMENT EMPLOYEE B. PRIVATE EMPLOYEE C. BUSINESS
D.STUDENT E. OTHERS (SPECIFY)

6. MONTHLY INCOME
A. UPTO 10000 B.10000-20000 C.20000-30000

D.30000-40000 E.40000-50000 F.50000-60000 G. ABOVE 60000

7. WHICH ATTRIBUTE OF THE BANK DO YOU VALUE THE MOST?

A. QUALITY SERVICE B. TECHNOLOGY C. TRUST D. LOCATION
E. TYPE OF BANK

8. HOW FREQUENTLY DO YOU USE THE FOLLOWING BANKING SERVICE PER MONTH?

Nil 1-3 times 3-8 times 8-12 times Over 12

A. Branch banking

B. internet banking

C.ATM
D. telephone banking
E. Mobile banking
8. HOW FAMILIAR ARE YOUR COMPUTER OR MOBILE USAGE LEVEL OF YOUR BANK?

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□NO KNOWLEDGE □BEGINNER □AVERAGE KNOWLEDGE □ADVANCE □TECHNOLOGY SAVY

9. WHAT ARE THE SERVICES KNOWN BY THE CUSTOMERS, THAT ARE LEVIED BY THE BANKS
FROM YOUR ACCOUNT?

MINIMUM BALANCE CHARGE

o DEBIT CARD CHARGES

o ANNUAL MAINTENACE CHARGES
o DEPOSIT CHARGES
o RTGS/NEFT CHARGES
o ATM CHARGES
o OTHER CHARGES (PLEASE SPECIFY).

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