INDEX

PAGE NO.(FROM-TO)
CHAPTER NO. NAME OF CHAPTER
I 1 TO 9
INTRODUCTION
II 10 TO 17
COMPANY PROFILE
III 18 TO 23
LITERATURE REVIEW
24 TO 31
RESEARCH METHODOLOGY
IV
PROBLEM STATEMENT
NEED OF THE STUDY
OBJECTIVES OF STUDY
HYPOTHESES OF STUDY
LIMITATIONS OF STUDY

V 32 TO 40
DATA ANALYSIS & INTERPRETATION
VI 41 TO 43
FINDINGS & SUGGESTIONS
VII 44 TO 45
CONCLUSION
VIII 46 TO 47
BIBLIOGRAPHY
-- 48 TO 50
ANNEXURE
CHAPTER NO I

INTRODUCTION

1
In India the banking is originated in 18th century. The oldest bank in India is the
“State Bank of India”, it is the largest commercial bank in India. Its
responsibilities taken by Reserve Bank of India. The Imperial Bank of India was
took over these responsibilities in 1935 relating to the functioning of commercial
Banks. After the Independence the RBI was become nationalized and it got the
all powers. And 14 largest commercial backsaws nationalized in 1961.

In 1786 the first General Bank was established in the country. And the Indian
banking system was classified into 3 phases. Indian Banks from 1786 to
1969.Nationalization Banks of India and up to 1991 reforms of Indian Banking
sector after 1991.

Bank an institution that deals in money and its substitutes and provides other
money-related services. In its role as a financial intermediary, a bank accepts
deposits and makes loans. It derives a profit from the difference between the

2
costs (including interest payments) of attracting and servicing deposits and the
income it receives through interest charged to borrowers or earned through
securities. Many banks provide related services such as financial management
and products such as mutual funds and credit cards. Some bank liabilities also
serve as money that is, as generally accepted means of payment and exchange.

Functions of Banks
Banks in India offer a wide range of banking services, such as savings and
checking accounts, loans (personal, business, and mortgages), credit cards,
investment services, and electronic banking options like online and mobile
banking.

Some of the major functions of banks are mentioned below:

Accepting Deposits: Banks provide a safe place for individuals and businesses
to deposit their money, which can be withdrawn when needed.

Providing Loans: Banks lend money to individuals and businesses for various
purposes, such as home mortgages, business expansion, or personal loans.
Payments and Settlements: Banks enable transactions through various
payment methods, like checks, debit/credit cards, and electronic transfers.

Currency Exchange: Many banks offer foreign exchange services, allowing

customers to buy, sell, or exchange foreign currencies.

Safekeeping of Valuables: Some banks offer safe deposit boxes for customers
to securely store valuable items and documents.

3
Investment Services: Banks also provide investment products like mutual
funds, stocks, and bonds, helping customers grow their wealth

Internet Banking Services: Banks offer online and mobile banking services,
making it convenient for customers to access their accounts, pay bills, and
transfer funds.

Types of Banks in India:

The Banking System in India is divided into several types, each serving specific
functions and purposes. The table below represents the different types of banks
in India and how it is further divided:

1) Central Bank
The Reserve Bank of India (RBI) serves as the Central Bank of India and is
responsible for regulating and controlling the monetary and banking system in
the country.

2) Commercial Banks
These are the most common types of banks and include public sector banks,
private sector banks, and foreign banks. They provide various services like
savings and current accounts, loans, and investments.
These are the most common types of banks and include public sector banks,
private sector banks, and foreign banks. They provide various services like
savings and current accounts, loans, and investments.

4
Public Sector Banks: Owned and operated by the government, examples
include State Bank of India (SBI), Punjab National Bank (PNB), and Bank of
Baroda (BOB).
Private Sector Banks: These are privately owned and managed banks, such as
HDFC Bank, ICICI Bank, and Axis Bank.
Foreign Banks: These banks have branches in India and are headquartered in
foreign countries. Some examples are Citibank, Standard Chartered, and HSBC.
Regional Rural Banks (RRBs): These banks cater to rural and semi-urban
areas and are owned by the government, commercial banks, and state
governments.

3) Cooperative Banks
A Co-operative Bank is registered under the Co-operative Societies Act of 1912
and is run by an elected managing committee. It works on a non-profit, no-loss
basis and mainly serves entrepreneurs, small businesses, self-employment, and
more in urban areas.

4) Payment Banks
The payment banks are a relatively new banking model in the country that has
been conceptualized by the RBI. This bank is allowed to accept a restricted
deposit. This amount is limited to Rs. 1 lakh for a customer. The bank also offers
services such as ATM cards, net banking and more.

5) Small Finance Banks

These banks primarily serve the unserved and underserved sections of the
population, including small businesses and low-income individuals.
This type of bank is licensed under Section 22 of the Banking Regulation Act
1949, and it is governed by the Provisions Act of 1934.

5
Classification of Banks in India

Banks, forming part of the Banking System in India, can be divided into two
categories – Scheduled Banks and Non-Scheduled Banks.

Scheduled Banks

Scheduled Banks under the Banking System in India refer to those financial
institutions that are listed in the 2nd Schedule of the Reserve Bank of India Act,
1934. This inclusion signifies that they meet specific criteria set by the RBI and
are subject to its stricter regulations.

Non-Scheduled Banks

Non-Scheduled Banks under the Banking System in India refer to those financial
institutions that don’t meet the criteria to be included in the 2nd Schedule of the
Reserve Bank of India Act, 1934. Being excluded from the schedule means they
operate under a different set of regulations as compared to Scheduled Banks.

Structure of Banking System in India

The Reserve Bank of India (RBI) sits at the top of the structure of the Banking
System in India and acts as the central bank of India. Beneath the central bank
operates various types of banks as discussed in the sections that follow.

6
Reserve Bank of India (RBI)

 The Reserve Bank of India (RBI) is the Central Bank of India,

meaning that it is the apex body in the Banking System in India.
 It is owned by the Union Ministry of Finance.
 It acts as a regulatory body, responsible for the regulation of the
Indian banking system as well as the control, issuing, and
maintaining money supply in the Indian economy.
Its Objectives, History, Structure, Functions, and Other Related Concepts can be
studied in our detailed article on the Reserve Bank of India (RBI).

Commercial Banks

 Commercial Banks refer to those banks under the Banking System

in India that run on a commercial basis. It means that they operate
and offer services to earn a profit.
 They are regulated under the Banking Regulation Act, 1949.
Their Structure, Types, Importance, and Other Related Concepts can be studied
in our detailed article on Commercial Banks in India.

7
Cooperative Banks

 Cooperative Banks refer to those financial institutions under the Banking

System in India that operate on the principles of cooperation and mutual
benefit for their members.

 They belong to their members who are both the owners and customers of
the bank.

 Thus, it can be said that the customers are the owners of these banks.
 Cooperative Banks are named so because these have the cooperation of
stakeholders as the motive.
Their Features, Regulations, Structure, Significance, and Other Related
Concepts related to Cooperative Banks can be studied in our detailed article
on Cooperative Banks in India.

Development Banks

 Development Banks are also known as Term-Lending Institutions

(TLIs) or Development Finance Institutions (DFIs).

 They are specialized financial institutions under the Banking System in

India that provide long-term finance and support to the sectors of the
Indian economy which possess higher risks and cannot have access to
adequate loans from Commercial Banks.

Their Types, Roles, and Other Related Concepts can be studied in our detailed
article on Development Banks in India.

8
Differentiated Banks

 Differentiated Banks under the Indian Banking System refer to those

banks that cater to a specific segment of customers.

 The concept of Differentiated Banks was introduced in the Banking

System in India by the RBI based on the recommendations of the
Nachiket Mor Committee in 2013 in order to offer specialized services
or unique products designed specifically to suit a particular sector.

9
CHAPTER NO II

COMPANY PROFILE

10
SBI BANK

State Bank of India (SBI) is a major Indian public sector bank headquartered in
Mumbai, Maharashtra. It holds the position of the 48th largest bank globally by
total assets and was the sole Indian bank listed in the Fortune Global 500 for
2020. SBI dominates the Indian banking sector with a 23% market share by
assets and is the largest employer in the country with nearly 250,000 employees.
Notably, in 2023, it ranked 77th in the Forbes Global 2000 list.

SBI achieved significant milestones in market capitalization, crossing ₹5 trillion

in September 2022 and ₹6 lakh crore in February 2024, making it the second
PSU to do so after Life Insurance Corporation. Recognized by the Reserve Bank
of India as a Domestic Systemically Important Bank (D-SIB), SBI is considered
crucial to India's financial stability.

The bank's roots trace back to the Bank of Calcutta in 1806, evolving through
mergers and acquisitions to become the State Bank of India in 1955. It has
absorbed over twenty banks throughout its history.
In August 2022, SBI launched its first dedicated branch for start-ups in
Bengaluru, aiming to support and foster India's burgeoning start-up ecosystem.

11
Products and Services Offered SBI offers a plethora of products and services
such as savings account, credit cards, fixed deposits, personal loan, home loan,
business loan, debit card, loan against property, car loan, gold loan, mudra loan
and more.

Business of SBI

Mainly the SBI business was initially, discounting bills of exchange, other
negotiable private Security, and maintaining cash notes, loan in restricted to Rs.1
lakh and accommodation Period for 3 months only. The security is for these
loans was public security treasures, Jewelries, plate or goods „not of a perishable
nature‟ and for these no interest charged above 12%. Loans against goods like
indigo, salt, wooliness, cotton silk goods and opium were also Granted but these
are only by the way of cash credits gained momentum. Only from 19 Century
and all commodities including tea, jute and sugar which began to be financed
later were either pledged or hypothetical to the bank. Promissory notes were
singed by the Borrower in the favor of guarantor. Which was in turn endorsed to
the bank. Some landings are prohibited i.e. lending against shares, mortgage of
house or land or other real property.

First Five Year Plan

In 1951, when the First Five Year Plan was launched, the development of rural
India was given the highest priority.
The commercial banks of the country including the Imperial Bank
Of India had till then confined their operations to the urban sector and were not
equipped to respond to the emergent needs of economic regeneration of the rural
areas. In order, therefore, to serve the economy in general and the rural sector in

12
particular, the All India Rural Credit Survey Committee recommended the
creationof a state-partnered and state-sponsored bank by taking over the Imperial
Bank of India, and integrating with it, the former state-owned or state-associate
banks. An act was accordingly passed in Parliament in May 1955 and the State
Bank of India was constituted on 1 July 1955. More than a quarter of the
resources of the Indian banking system thus passed under the direct control of
the State. Later, the State Bank of India (Subsidiary Banks) Act was passed in
1959, enabling the State Bank of India to take over eight former State-associated
banks as its subsidiaries (later named Associates).

The State Bank of India was thus born with a new sense of social purpose aided
by the 480 offices comprising branches, sub offices and three Local Head
Offices inherited from the Imperial Bank. The concept of banking as mere
repositories of the community's savings and lenders to creditworthy parties was
soon to give way to the concept of purposeful banking sub-serving the growing
and diversified financial needs of planned economic development. The State
Bank of India was destined to act as the pacesetter in this respect and lead the
Indian banking system into the exciting field of national Develop me.

Services of SBI

ATM Services:
SBI offers the convenience of 43,000+ ATMs in the country. This means that
one can transact free of cost at the ATM of State Bank Group using any State
Bank ATM-cum-debit card. This includes the ATMs of State Bank of India as
well as the associate banks - namely, State Bank of Bikaner and Jaipur, State
Bank of Hyderabad, State Bank of Mysore, State Bank of Patiala and State Bank
of Travancore, said SBI.

13
Cards:
SBI offers a host of debit cards, ranging from classic debit cards to RuPay debit
cards, silver international debit cards to global international debit cards, from
gold international debit cards to platinum international debit cards, among
others.

Internet Banking:
The Internet banking portal of the bank- onlinesbi.com, enables its retail banking
customers to operate their accounts from anywhere anytime, removing the
restrictions imposed by geography and time. It's a platform that enables the
customers to carry out their banking activities from their desktop, aided by the
power and convenience of the internet, noted SBI.

Online Trading:
SBI in alliance with SBI Cap Securities Limited offers an online trading account
which allows trading from the comfort of home or office through the internet.
This service provides a 3-in-1 account which is an integrated platform of savings
bank account, demat account and an online trading account.

Loan:

The State Bank of India (SBI) offers different types of loans such as SBI
Personal Loan, SBI Home Loan, SBI Auto Loan, SBI Business Loan, SBI
Education Loan, SBI Gold Loan, SBI Loan Against Property, and others.
The SBI is known to offer loans at lower interest rates as compared to other
banks and financing companies.

14
SBI Auto Loan:
The individuals can also take auto loans from SBI to purchase a new vehicle such
as - car, bike etc.

SBI Personal Loan:

The Bank also offers a personal loan to individuals for a various purpose. The
individuals can apply for a personal loan to bear the extra expenses that he/she
cannot afford with his/her current income. The loan amount sanctioned depends
upon the eligibility and loan re-payment capability of individuals.

SBI Home Loan:

SBI allows customers to take housing loans to buy a house and also to renovate
the house property. The home loan interest rate offered by SBI is considered to be
lower as compared to other banks.

Education Loan:
State Bank of India charges no processing fees when the student pursues higher
education in India or when the loan amount sought is below ₹ 20.00 Lakh for
foreign education. State Bank of India also doesn’t charge any hidden fees on
the loan amount sought.

Saving Account:
State Bank of India provides an array of savings accounts for minors and adults.
This range includes SBI Basic Savings Account, Small Savings Account,
Savings plus Accounts and more. On this page, you can check and compare the
latest SBI savings account interest rate applicable in 2024 and also learn how to
open SBI savings account online or offline, documents required and other details

15
Safe Deposit Locker:

Most of the banks in India, irrespective of their size, tend to offer locker facilities
to customers. An account holder can securely store their valuables with a locker
facility. State Bank of India (SBI) offers locker facilities as a value-added service
to keep your important things such as documents, jeweler and other valuable
items safe from any threat. In exchange for the service, SBI charges a certain fee
every year from its customers.

For the safety of valuables, SBI offers safe deposit locker facility at a large
number of branches. There is a nominal annual rent, which depends on the size
of the locker and the center at which the branch is located. The rent is payable
in advance for the financial year. A copy of the locker agreement regarding
operation of the locker is provided to the locker hirer at the time of allotment of
the locker, noted SBI. The major advantage of availing these facilities is that in
the event of unfortunate death of one of the joint locker-hirer, the right to the
contents of the locker does not automatically devolve on the surviving joint
locker-hirer/ nominee (s), unless there is a survivorship clause/ nomination.

16
MERGING WITH OTHER BANKS

In 1st April 2017 the State Bank of India has merged with the six Banks, that is
the State of Bikaner & Jaipur, State Bank of Hyderabad, State Bank of Mysore,
State Bank of Patiala,
State Bank of Travancore and Bharatiya Mahila Bank.

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

 Associates and Subsidiaries

17
CHAPTER NO III
LITERATURE REVIEW

18
1 “Emerging Financial Services Offered by Bank (SBI)”
Author Name: Shabd Braham
Year: 17 June 2018
CONCLUSION: The State Bank of India is India's largest commercial bank
which have 16,000 branches. SBI provides a huge range of banking products
through its network of branches in India and overseas, including NRI’s product.
SBI has 14 regional hubs and 57 Zonal Offices. SBI provide easy to
approachable internet banking services. Here www.onlinesbi.com, is the Internet
banking portal of bank. SBI provided online booking facilities. SBI provide a
easy facility to pay bill of Telephone, Mobile, Electricity, Insurance and Credit
Card bills electronically over Online SBI website https://www.onlinesbi.com.
Telegraphic or wire transfers can be made through branches abroad or
correspondents to branches of SBI, having SWIFT/TT drawing arrangements.
SBI starts NO queue Mobile App. SBI provide 3 in 1 facilities- Saving account,
D-mat and online trading account.

2. “Customer Satisfaction on E-Banking Services (With Special Reference

to State Bank of India (Sbi)”.
Author Name: G. Kolanchinathan
Year: 28/2/2021

CONCLUSION: E-Banking is your personal banking service on the Internet,

protected with bank identifiers. It is available anywhere, anytime. E-Banking
allows you to pay invoices to Finnish and foreign recipients easily and securely.
You can also check your account balances and transactions. You can order a new
card, withdraw a loan granted to you and make mutual fund subscriptions. You
access e-Banking services by obtaining bank identifiers. E-Banking as such is

19
free of charge but commissions and fees in accordance with the service tariff
will be levied on orders and other transactions carried out through e-Banking. E-
Banking allows you to pay invoices to Finnish and foreign recipients easily and
securely. You can also check your account balances and transactions. You can
order a new card, withdraw a loan granted to you and make mutual fund
subscriptions. You access e-Banking services by obtaining bank identifiers.

3 “A Study on Customer Satisfaction towards Banking Services Provided

by SBI”
Author name: P. Satheesh Kumar
Year: I Jan 2022-

Conclusion: The banking sector is undergoing major changes due to

competition and the advent of technology. The customers are looking for better
and quality services which would enhance their satisfaction. From the above
analysis, it is clear that the SBI bank caters most of the customer needs and it’s
has satisfied majority of its customers. SBI bank has many positive features and
satisfies most of the customer needs by the services offered. In spite of this fact,
it has been observed that many customers are not aware of all sorts of facilities
provided by SBI
4. “Customer Preference Towards E-banking Services Offered by State
Bank of India”
Author name: Dr. Arti Gaur
Year: July-December 2009

Conclusion: The objectives of this research is to raise customer insights and

ascertain which bank’s E-banking services they prefer. Following data
collection, the researcher determined which commercial bank provides superior

20
E-banking services to consumers. The customer age, education, occupation and
income everything plays very important contribution towards the preference of
the E-banking services. The data analysis takes into account the customers’ age,
educational level, occupation, and income level.

5 “Studied the level of customer satisfaction and marketing strategies in

both private and public sector banks in India”
Author Name: Aurora and Malhotra
Year: (2010)

CONCLSION: It revealed six factors of customer satisfaction in public sector

banks viz, routine operations, price, situational environmental technology and
interaction. But in private banking sector, they found seven factors in total,
having staff factors as the top ranked and situational factors as the lowest
ranked items. Instead of price factor

6.” Comparative Service Quality Assessment of Sbi & Hdfc Using Serval
Model.”
Author Name: Mohd Imran Siddiquei
Year: (June, 2015)
Conclusion: The banking sector in India has been an ever evolving time to time
measures have been introduced to evolve new dimensions of the banking sector.
It has been right from the year 1969 when the first reforms were introduced with
the nationalization of the 14 Indian banks. Even the introduction of the new
economic policy of 1991 has also affected the Indian banking system. India is
witnessing robust growth in both public and private sector banking. In urban
areas where penetration of banking is much better than rural areas, customer
service has become the important marketing tool to attract and retain new

21
customers. This study derives various conclusions from the research with respect
to gap between customer perception & expectation of both HDFC & SBI in
Aligarh region. Both banks have got Negative Scores in all the dimension of
SERVQUAL model, only difference is of magnitude. It has been proved in the
study that HDFC provides better customer service in comparison to SBI.

7. Rural Customers Awareness on Sbi Atm Services

Author: Dr R Gopi1 A. Karthikeyani
Year: 9, September 2015
CONCLSION: Nowadays ATM acts as a Personal Bank‖ to the ATM card
holders which provide the various facilities to the customers anywhere and at
any time. It is found that card holders are well aware on the basic services. SBI
must frame programs and strategies to enhance the awareness level on all its
Innovative Services.

8. Customer Satisfaction Regarding Home Loans– A Comparative Study Of

Icici Bank and Sbi Bank
Author Name: Dr. Arti Gaur
Year: July-December 2009
CONCLSION: ICICI Bank has excellent staff members in terms of behavior in
comparison to the staff members of SBI. Services of ICICI Bank are much better
than SBI. The main reasons for satisfaction are competitive rates and true
commitment. The reasons for dissatisfaction are hidden charges.

22
9. Impact on service quality of SBI
Author name: Azhagar Saza
Year: 10 November 2019

CONCLUSION: service Quality is the degree of excellence in the service

performance. Quality in customer service is the only way a business can
differentiate itself from its competitors. It is regarded as a strategic
organizational weapon. This study aims to find out the most important attributes
of service quality in commercial banks which can be used to evaluate the
characteristics of banking service quality as perceived by customers and it
attempts to measure and compare service quality among private, public and
foreign banks in Chennai city on the basis of customer’s expectations and
perceptions of quality of services.

10. Assessing the Issues of SBI Online Banking at Chennai

Author Name: N. Premavathy
CONCLSION: The cut throat competition and increasing expectation of
customers had resulted in increased awareness on information technology
among the commercial banks in India. The arrival of foreign and new private
sector banks with their superior technology based services has also forced the
commercial banks in India to switch over to the new technology in their day to
day operations. Thus providing Internet banking is increasingly becoming a
“need to have” than a “nice to have” service

23
 CHAPTER NO IV
RESEARCH METHODOLOGY

24
Basically there are three approach in collection of primary data

 Survey
 Questionnaires
 Observation

The Research has a choice of to main research instrument in collection primary

data: questionnaires and mechanical devise. In my marketing survey I have used
questionnaires for collection primary data.
Questionnaire constitutes the most prevailing method of information method
among the communication method used. Both structure and unstructured
questionnaire used in marketing research. Different scale of measurement can
be conducted and used to capture appropriately the strength of audience
response.
Secondary was collected through various research journals & websites.

Sample Design
A sample design is a definite plan for obtaining a sample from a given
population. It refers to the technique or the procedure adopted in selecting items
for the sample. The main constituents of the sampling design below-

Sampling unit
A sampling framework, i.e. developed roe the target population that will be
sampled. I.e. who is to be surveyed?
Sample unit taken by me – Survey, Questionnaires & Observation

25
Sample size
It is the substantial portions of the largest population that are sampled achieve
reliable results.
Sample size - The Survey was conducted to 100 respondents of the study.

DATA COLLECTION

Primary data refers to original data collected first hand by the researcher for a
specific research purpose. This data is gathered through methods such as:
Surveys,
Observations
Questionnaires
The study was conducted to assess the services provided by SBI to its Customer.

 The Survey was conducted to 100 respondents of the study.

 The data collection for the project is secondary data. The data is collected
from the SBI website.

26
PROBLEM STATEMEN

This Study Endeavors To Delve Into The Intricacies Of The Service Landscape
Of State Bank Of India, With A Specific Focus On Identifying The Underlying
Factors That Influence Customer Perceptions, Satisfaction Levels, And Loyalty
Towards Its Services. By Elucidating The Key Determinants Of Service Quality,
Responsiveness, Accessibility, And Reliability, This Research Aims To Furnish
Actionable Insights That Can Empower SBI To Enhance Its Service Delivery
Mechanisms, Fortify Customer Relationships, And Fortify Its Position In The
Competitive Banking Sector.

Through A Comprehensive Examination Of Customer Feedback, Employee

Perspectives, Operational Processes, And Industry Benchmarks, This Study
Seeks To Delineate The Areas Of Strength And Areas For Improvement Within
SBI's Service Ecosystem. By Addressing the Identified Gaps and Leveraging
Strategic Interventions, SBI Can Not Only Augment Its Service Offerings but
Also Cultivate a Culture of Continuous Improvement and Customer-Centricity,
Thereby Fostering Sustainable Growth and Enduring Success in the Dynamic
Banking Landscape.

27
NEED OF THE STUDY

 To analyze customer feedback and satisfaction level.

 To know the idea of customers about products and services.

 To know the problem faced by customers

 To know the benefits provided by SBI

28
 OBJECTIVES OF THE STUDY

 To study the overview of SBI and its services.

 To analyses the relationship among service quality dimensions.

 To offer valuable suggestions and recommendation for the improvement of

service of SBI.

 To determine the feedback on services provided by a State Bank of India.

 To study the types of benefits provided by bank services

29
HYPOTHESIS

Null Hypothesis (H0):"Customers are not satisfied with the services offered by

SBI Banks.

Alternate Hypothesis (H1):"Customers are satisfied with the services offered

by SBI Banks."

30
LIMITATIONS OF STUDY

 The survey has been conducted only on 100 respondents.

 The investigation depends on the information of past 5 years only.

 The timespan of the research was limited.

 Unwillingness of some respondent to provide information

31
 CHAPTER V

DATA ANALYSIS AND INTERPRETATION

32
Q.1 Are you aware of products and services provided by SBI?

Particular No.of Respondents Percentage %

Yes 95 95%
No 5 5%
Total 100

Response from people

NO
5%

YES
NO

YES
95%

INTERPRETATION:

From the above data it is clear that is 95% of the people of the Nagpur have the
idea about the products and services of SBI. And the remaining 5% ofthe people
have the idea about the product they are using. These people are typically from
rural areas.

33
Q 2 On which bank you depend for your regular transactions?

Particular No.of Respondents Percentage %

HDFC 20 20%
BOI 35 35%

ICICI 10 10%
SBI 35 35%
Total 100

Respone from people

HDFC
20%
SBI
35%

HDFC
BOI
ICICI
SBI

BOI
ICICI 35%
10%

INTERPRETATION:
It’s been discovered that approximately 60% correspondents are using the carrier
of SBI for Their daily transaction, round 15% of humans are using ICICI
financial institution for his or her transaction and best 20% of humans are using
HDFC & 5% other bank provider Respectively in Nagpur.

34
Q 3 Is the rate of charges on services are very low of SBI compared to other

Banks?

Particular No.of respondents Percentage (%)

Yes 85 85%

No 15 15%

Total 100

Response from people

NO
20%

YES
NO

YES
80%

INTERPRETATION
From the above we can understand that the 85% of the people are think that the
charges rates on services of the SBI is low comparing to other banks. But only
15% of the people is think negative through this sample.

35
Q4 what do you feel about the services provided by the SBI?

Particular No.of Respondents Percentage (%)

Excellent 80 80

Good 15 15%

Bad 5 5%

Total

Response from people

Bad
5%
Good
15%

Excellent
Good
Bad

Excellent
80%

INTERPRETATION:

The people are using different products and services of the SBI, and the sample

of 100 people the 80% people are giving excellent feedback , 15% of the people

are gave good, In this there is 5% giving bad feedback about SBI products and

services.

36
Q5 The most frequently used services by you is
Particular No.of respondent Percentage
Banking in bank 5 5%
Mobile 60 60%
Internet banking 15 15%
ATM 20 20%
Total 100

Response from people

Banking in Bank
5%
ATM
20%

Banking in Bank
Moile

Internet banking Internet banking

15% ATM

Moile
60%

INTERPRETATION:

The people are using different products and services of the SBI, and the sample
of 100 people the 5% people are giving using banking in bank, 60% of the people
are using mobile services and 15% and 20% are using Internet banking and
ATM...

37
Q6 which feature do you like in SBI?

particular No.of Respondents Percentage

Less paper work 50 505
Attractive interest rates 5 5%
Simple and Fast process 40 40%
Longer repayment 5 5%
Total 100

RESPONSE FROM PEOPLE

Longer repayment
5%

Simple and Fast

Less paper work
process
50%
40%

Attractive interest
rates
5%

INTERPRETATION:

From the above we can understand that the features that like customers in SBI. In
that 50% are like the less paper work, 5% are like the attractive interest rates given
by SBI, 40% are for the simple and fast process and 5% people are like the longer
repayment given by the SBI.

38
Q7 Have you ever visited bank branches after using our online Banking?

Particular No.of Respondent Percentage

Yes 55 55%
No 45 45%
Total 100

Response from people

45%
55%
Yes
No

INTERPRETATION:

Here we can see that 55% the SBI holders have visited after using online banking
which is high in term of visit the bank branches.

39
Q8 How do you rate the documentation procedure of SBI Bank?

Sr.no Category No.of respondent Percentage

1 Highly satisfied 24 24%
2 Satisfied 50 50%
3 Averagely satisfied 20 20%
4 Dissatisfied 4 4%
5 Highly dissatisfied 2 2%
Total 100

Response from people

Highly dissatisfied
10%
Highly satisfied
Dissatisfied 24%
11%

Highly satisfied
Satisfied
Averagely satisfied
Averagely satisfied Dissatisfied
20%
Highly dissatisfied

Satisfied
35%

INTERPRETATION:
From the above chart we find that 50% of customers are satisfied with
documentation procedure of SBI bank.

40
 CHAPTER VI

FINDINGS & SUGGESTIONS

41
FINDINGS

 Majority of the people are extremely satisfied with the ATM services
provided by SBI bank.
 Most of the respondents are extremely satisfied on the responsiveness and
the convenient banking provided by SBI bank.
 Maximum number of respondents is neutral about the ATM, internet
banking, mobile banking and other customer care services provided by SBI
bank.
 From this project it is found that most of the people are satisfied
with the services of the SBI bank.
 It has been observed that maximum number of people are using savings
account of SBI bank.
 Majority of the respondents are female compared to male dealing with SBI
bank.

42
SUGGESTIONS:

 The management of the SBI should conduct more product and services
awareness campaign.
 Since majority of the customer using savings account deposits in every
bank. So the bank management should think of introducing new schemes
regarding savings account and marketing those to the customers.
 The SBI should increase the level of providing personal attention to
individual customer.
 Advertisements of the SBI bank are very less compared to other
competitors. It may lead to switching on other banks. So the SBI
management should promote more advertisement through various
advertisement channels.

43
CHAPTER VII
CONCLUSION

44
  The banking sector is undergoing major changes due to competition
and the advent of technology. The customers are looking for better and
quality services which would enhance their satisfaction.
 From the above analysis, it is clear that the SBI bank caters most of the
customer needs and it’s has satisfied majority of its customers.
 SBI bank has many positive features and satisfies most of the customer needs
by the services offered.
 In spite of this fact, it has been observed that many customers are not aware
of all sorts of facilities provided by SBI. Thus the SBI bank should make
better awareness campaigns

After the analysis of the following data it can be concluded that Null Hypothesis
(Ho) i.e. Customers are not satisfied with the services offered by SBI Banks is
rejected. Hence, Alternative Hypothesis (H1) i.e. Customers are satisfied with the
services offered by SBI Banks is accepted.

45
CHAPTER VIII
BIBLIOGRAPHY

46
https://en.wikipedia.org/wiki/State_Bank_of_India

https://www.fincover.com/banking/loan/companies/state-bank-of-
india/#:~:text=History,the%20State%20Bank%20of%20India.

https://sbi.co.in/web/about-us/about-us

https://www.britannica.com/topic/State-Bank-of-India

https://scholar.google.com/

47
ANNEXURE

48
Q1 Are you aware of products and services provided by SBI

 Yes [ ]

 No [ ]

Q2 On which bank you depend for your regular transactions?

 ICICI [ ]

 HDFC [ ]

 SBI [ ]

 BOI [ ]

Q3 what do you feel about the services provided by the SBI?

 Excellent [ ]

 Good [ ]

 Bad [ ]

Q4 Is the rate of charges on services are very low of SBI compared to other banks?

 Yes [ ]

 No [ ]

Q 5 Which feature do you like in SBI?

 Less paper work [ ]

 Attractive interest rates [ ]

 Simple and fast process [ ]

49
 Longer repayment [ ]

Q6 Is the rate of charges on services are very low of SBI compared to other banks?

 Yes [ ]

 No [ ]

Q7 The most frequently used services by you is

 Banking in bank
 Mobile
 Internet banking
 ATM

Q8 How do you rate the documentation procedure of SBI bank?

 Highly satisfied
 Satisfied
 Averagely satisfied
 Dissatisfied
 Highly dissatisfied

50