AMAN SRIVASTAVA BRP REPORT.pdf

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Research Project Report
On
FINANCIAL SERVICES OFFERD BY SBI BANK
Submitted for the partial fulfillment of the Award
Of
Master of Business Administration
DEGREE
(Session :2022- 2023)
SUBMITTED BY
AMAN SRIVASTAVA
2102720700016
UNDER THE GUIDANCE OF
DR. ARUNIMA
Department of Master of Business Administration
GNIOT-MBA Institute, Greater Noida
AFFILIATED TO
DR. A.P.J. ABDUL KALAM TECHNICAL UNIVERSITY (FORMERLY
UTTARPRADESH TECHNICAL UNIVERSITY), LUCKNOW

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STUDENT DECLARATION
I “AMAN SRIVASTAVA” hereby declare that the work which is being presented in
this report entitled “FINANCIAL SERVICES OFFERD BY SBI BANK ” is an
authentic record of my own work carried out underthe supervision of “ Dr.Arunima”.
The matter embodied in this report has not been submitted by me for the award of
any otherdegree/ Diploma/ Certificate.
Department of MBA Name of Student: - AMAN SRIVASTAVA
Date:-26-05-2023

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DIRECTOR CERTIFICATE
This is to certify that the work which is being presented in this research report entitled
“FINANCIAL SERVICES OFFERD BY SBI BANK” is an authentic record of the “AMAN
SRIVASTAVA” carried out under supervision of Dr. Arunima The statements made by the
candidate are correct to the best of my knowledge.
Dr. Anshul Sharma
(Director)
GNIOT MBA Institute
Date: 26-05-2023
(Seal of the Department/ College)

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ACKNOWLEDGEMENT
It is my pleasure to be indebted to various people, who directly or indirectlycontributed
in the development of this work and who influenced my thinking,behavior, and acts
during the course of study.
I am thankful to Dr. Arunima for his support, cooperation, and motivation provided
to me during the training for constant inspiration, presence and blessings.
I also extend my sincere appreciation to Dr. Arunima who provided his valuable
suggestions and precious time inaccomplishing my project report.
Lastly, I would like to thank the almighty, parents, Director and HOD of the institute
for their moral support and my friends with whom I shared my day- to-day experience
and received lots of suggestions that improved my quality of work.
.
AMAN SRIVASTAVA

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TABLE OF CONTENTS
(1) INTRODUCTION (7-10)
(2) COMPANY PROFILE (11-24)
(3) PRODUCT RANGE (25-49)
 SALARY ACCOUNT
 SAVING ACCOUNT
 CURRENT ACCOUNT
 FIXED ACCOUNT
 DEMAT ACCOUNT
 SAFE DEPOSIT LOCKER’S
(4 ) MANAGEMENT (50-60)
(5) OBJECTIVE OF THE RESEARCH (61-62)
(6) RESEARCH METHODOLOGY (63-64)
(7) SOURCE OF INFORMATION (65-74)
(8) SERVICES STRATEGY OF THE SBI BANK BANK (75-78)
(9) SWOT ANALYSIS (79-80)
(10) DATAANALYSIS (79-80)
(11) CONCLUSION (93)
(12) FINDINGS (94-97)
(13) SUGGESTIONS AND RECOMMENDATIONS (98-101)
(14) BIBLIOGRAPHY (102-103)

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INTRODUCTION
OVERVIEW OF BANKING SYSTEM IN INDIA
The banking system is an integral sub-system of the financial system. It represents an
important channel of collecting small saving from the household and leading it to the
corporate sector.
The Indian Banking system has the Reserve Bank of Indian (RBI) as the apex body for all
matters relating to the banking system. It is the "central bank " of India. It is the banker to
all other banks.
FUNCTION S OF RBI.
1. Currently issuing authority.
2. Banker to the Government.
3. Banker to other banks.
4. Framing of Monetary Policy.
5. Exchange control
6. Custodian to Foreign Exchange and Gold Reserves
7. Developmental activities
8. Research and Developing in the banking sector.
Following is the classification of banks:
 NON SCHEDULED BANKS:
These are banks which are not included in the second schedule of the banking Regulation
Act, 1965. It means they do not satisfy the conditions lay down by that schedule. They are
further classified as follows:
1. Central Co-operative Banks and Primary Credit Societies.

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2. Commercial Banks.
 SCHEDULED BANKS
Scheduled Banks and banks which are included in the second schedule of the Banking
Regulation Act, 1965. According to this schedule a scheduled bank:
a. Must have paid - up capital and reserve of not less than Rs. 500,000;
b. Must also satisfy the RBI tat its affairs are not conducted in a manner detrimental
to the interest of its depositors.
Scheduled banks are sub-divided as;
1. State Co-operative Banks;
2. These are Co-operatives owned and managed by the state.
3. Commercial Banks;
4. These are business entities whose main business is accepting deposits and extending
loans. Their main objective is profit maximization and adding shareholder value.
These are further sub-divided as;
1. Indian Banks;
These banks are companies registered in India under the Companies Act. Their place of
origin is in India.
These are also sub-divided as;
1. State Bank of India and its Subsidiaries.
2. This group comprises of the state Bank of India (SBI) and kits seven subsidiaries viz.
State Bank of Patiala, State Bank Hyderabad, State Bank of Travancore, State Bank
of Bikaner and Jaipur, State Bank of Mysore, State Bank of Saurashtra, State Bank of
Indore.

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3. Other Nationalized Banks;
4. This group consists of private sector banks that were Nationalized the Government of
India Nationalized 14 private banks in 1969 and another 6 in the year 1980
5. Regional Rural Banks;
6. These were established by the RBI in the year1975 of Banking Commission. It was
established to operate exclusively in rural areas to provides credit and other facilities
to small and marginal farmer, agricultural laborers, artisans and small entrepreneurs.
7. Old Private Sector Banks.
8. This group consists of banks that were established by the privy states, community
organisations or by a group of professionals for the cause of economic betterment in
their area of operations. Initially their operations were concentrated in a few regional
areas. However, their spread through the nation as they grew.
9. New private Sector banks;
These bank were started as profit oriented companies after the RBI opened the banking
sector to the private sector. These banks are mostly technology driven and better managed
than other banks.
 Foreign Banks
These are banks that were registered outside and had originated in a foreign country.

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COMPANY PROFILE
The roots of the State Bank of India lie in the first decade of the 19th century, when
the Bank of Calcutta, later renamed the Bank of Bengal, was established on2 June
1806. The Bank of Bengal was one of three Presidency banks, the other twobeing
the Bank of Bombay (incorporated on 15 April 1840) and the Bank of Madras
(incorporated on 1 July 1843). All three Presidency banks were incorporated as joint
stock companies and were the result of royal charters. These three banks received
the exclusive right to issue paper currency till 1861 when, with the Paper Currency
Act, the right was taken over by the Government of India.The Presidency banks
amalgamated on 27 January 1921, and the re-organised banking entity took as its
name Imperial Bank of India. The Imperial Bank of India remained a joint stock
company but without Government participation.
Pursuant to the provisions of the State Bank of India Act of 1955, the Reserve Bank
of India, which is India's central bank, acquired a controlling interest in the Imperial
Bank of India. On 1 July 1955, the Imperial Bank of India became the
.

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State Bank of India. In 2008, the government of India acquired the Reserve Bank of
India's stake in SBI so as to remove any conflict of interest because the RBI is the
country's banking regulatory authority.
In 1959, the government passed the State Bank of India (Subsidiary Banks) Act,
which made eight state banks associates of SBI. A process of consolidation began
on 13 September 2008, when the State Bank of Saurashtra merged with SBI.
SBI has acquired local banks in rescues. The first was the Bank of Bihar (est. 1911),
which SBI acquired in 1969, together with its 28 branches. The next year SBI
acquired National Bank of Lahore (est. 1942), which had 24 branches. Five years
later, in 1975, SBI acquired Krishnaram Baldeo Bank, which had been established
in 1916 in Gwalior State, under the patronage of Maharaja Madho RaoScindia. The
bank had been the Dukan Pichadi, a small moneylender, owned by the Maharaja.
The new bank's first manager was Jall N. Broacha, a Parsi. In 1985, SBI acquired
the Bank of Cochin in Kerala, which had 120 branches. SBI was the acquirer as its
affiliate, the State Bank of Travancore, already had an extensive network in Kerala.

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The State Bank of India and all its associate banks are identified by the same
blue keyhole logo. The State Bank of Indiawordmark usually has one standard
typeface, but also utilises other typefaces.
On October 7, 2013, Arundhati Bhattacharya became the first woman to be
appointed Chairperson of the bank.[6]
Operations
SBI provides a range of banking products through its network of branches in India
and overseas, including products aimed at non-resident Indians (NRIs). SBI has 14
regional hubs and 57 Zonal Offices that are located at important cities throughout
India.
Domestic presence
SBI has 14,816 branches in India, as on 31 March 2013, of which 9,851 (66%) were
in Rural and Semi-urban areas.[1]
In the financial year 2012-13, its revenue was INR
200,560 Crores (US$36.9 billion), out of which domestic operations contributed to
95.35% of revenue. Similarly, domestic operations contributed to 88.37% of total
profits for the same financial year.[1]
Under the Pradhan Mantri Jan Dhan Yojana of financial inclusion launched by
Government in August 2014, SBI held 11,300 camps and opened over 30 lakhs

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accounts by September, which included 21.16 lakh accounts in rural areas and 8.8
lakh accounts in urban areas.
International presence
As of 28 June 2013, the bank had 180 overseas offices spread over 34 countries. It
has branches of the parent in Moscow, Colombo, Dhaka, Frankfurt, Hong
Kong,Tehran, Johannesburg, London, Los Angeles, Male in the Maldives, Muscat,
Dubai, New York, Osaka, Sydney, and Tokyo. It has offshore banking units in the
Bahamas, Bahrain, and Singapore, and representative officesin
Bhutan and Cape Town. It also has an ADB in Boston, USA.
The Canadian subsidiary, State Bank of India (Canada) also dates to 1982. It has
seven branches, four in the Toronto area and three in the Vancouver area.
SBI operates several foreign subsidiaries or affiliates. In 1990, it established an
offshore bank: State Bank of India (Mauritius). SBI (Mauritius) has 15 branches in
major cities/towns of the country including Rodrigues.
The Israeli branch of the State Bank of India located in Ramat Gan.

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SBI Sri Lanka now has three branches located in Colombo, Kandy and Jaffna. The
Jaffna branch was opened on 9 September 2013. SBI Sri Lanka, the oldest bank
inSri Lanka, celebrated its 150th year in Sri Lanka on 1 July 2014.
In 1982, the bank established a subsidiary, State Bank of India (California), which
now has ten branches – nine branches in the state of California and one in
Washington, D.C. The 10th branch was opened in Fremont, California on 28 March
2011. The other eight branches in California are located in Los Angeles, Artesia,
San Jose, Canoga Park, Fresno, San Diego, Tustin and Bakersfield.
State Bank of India Branch at Jaffna,Sri Lanka
State Bank of India (S.B.I.) Branch at Tsim Sha Tsui, Hong Kong

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In Nigeria, SBI operates as INMB Bank. This bank began in 1981 as the Indo-
Nigerian Merchant Bank and received permission in 2002 to commence retail
banking. It now has five branches in Nigeria.
In Nepal, SBI owns 55% of Nepal SBI Bank, which has branches throughout the
country. In Moscow, SBI owns 60% of Commercial Bank of India, with Canara
Bankowning the rest. In Indonesia, it owns 76% of PT Bank Indo Monex.
The State Bank of India already has a branch in Shanghai and plans to open one
inTianjin.[8]
In Kenya, State Bank of India owns 76% of Giro Commercial Bank, which it
acquired for US$8 million in October 2005.[9]
Associate banks[edit]
SBI has five associate banks; all use the State Bank of India logo, which is a blue
circle, and all use the "State Bank of" name, followed by the regional headquarters'
name:
Main Branch of SBI in Mumbai.

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 State Bank of Bikaner & Jaipur
 State Bank of Hyderabad
 State Bank of Mysore
 State Bank of Patiala
 State Bank of Travancore
Earlier SBI had seven associate banks, all of which had belonged to princely
statesuntil the government nationalised them between October 1959 and May 1960.
In tune with the first Five Year Plan, which prioritised the development of rural
India, the government integrated these banks into State Bank of India system to
expand its rural outreach. There has been a proposal to merge all the associate banks
into SBI to create a "mega bank" and streamline the group's operations.[10]
The first step towards unification occurred on 13 August 2008 when State Bank of
Saurashtra merged with SBI, reducing the number of associate state banks from
seven to six. Then on 19 June 2009 the SBI board approved the absorption of State
Bank of Indore. SBI holds 98.3% in State Bank of Indore. (Individuals who held the
shares prior to its takeover by the government hold the balance of 1.77%.)[11]
The acquisition of State Bank of Indore added 470 branches to SBI's existing
network of branches. Also, following the acquisition, SBI's total assets will inch

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very close to the 10 trillion mark (10 billion long scale). The total assets of SBI and
the State Bank of Indore stood at 9,981,190 million as of March 2009. The process
of merging of State Bank of Indore was completed by April 2010, and the
SBI Indore branches started functioning as SBI branches on 26 August 2010.[12]
Non-banking subsidiaries[edit]
Apart from its five associate banks, SBI also has the following non-banking
subsidiaries:
 SBI Capital Markets Ltd
 SBI Funds Management Pvt Ltd
 SBI Factors & Commercial Services Pvt Ltd
 SBI Cards & Payments Services Pvt. Ltd. (SBICPSL)
 SBI DFHI Ltd
 SBI Life Insurance Company Limited
 SBI General Insurance
State Bank of India Mumbai LHO.

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In March 2001, SBI (with 74% of the total capital), joined with BNP Paribas (with
26% of the remaining capital), to form a joint venture life insurance company named
SBI Life Insurance company Ltd. In 2004, SBI DFHI (Discount and
Finance House of India) was founded with its headquarters in Mumbai.
Other SBI service points
As of 31 March 2014: SBI has 43,515 ATMs and SBI group (including associate
banks) has 51,491 ATMs. SBI has become the first bank to install an ATM at Drass
in the Jammu & Kashmir Kargil region. This was the Bank's 27,032nd ATM on 27
July 2012.
Logo and slogan
 The logo of the State Bank of India is a blue circle with a small cut in the
bottom that depicts perfection and the small man the common man - being the
center of the bank's business. The logo came from National Institute of
Design(NID), Ahmedabad and it was inspired by Kankaria Lake, Ahmedabad.
 Slogans: "PURE BANKING, NOTHING ELSE", "WITH YOU - ALL THE
WAY", "A BANK OF THE COMMON MAN", "THE BANKER TO EVERY
INDIAN", "THE NATION BANKS ON US"

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Listings and shareholding[edit]
As on 31 March 2014, Government of India held around 58.60% equity shares in
SBI. Life Insurance Corporation of India is the largest non-promoter shareholder in
the company with 14.99% shareholding.
Shareholders Shareholding[14]
Promoters: Government of India 58.60%
Banks & Insurance Companies 16.79%
FIIs/GDRs/OCBs/NRIs 12.04%
Mutual Funds & UTI 03.78%
Private Corporate Bodies 02.87%
Others 5.92%
Total 100.0%

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The equity shares of SBI are listed on the Bombay Stock Exchange,[15]
where it is a
constituent of the BSE SENSEX index,[16]
and the National Stock Exchange of
India,[17]
where it is a constituent of the S&P CNX Nifty.[18]
Its
Global Depository Receipts (GDRs) are listed on the London Stock Exchange.
[19]
Employees[edit]
SBI is one of the largest employers in the country having 222,033 employees as on
31 March 2014, out of which there were 45,132 female employees (20%) and 2,610
(1%) employees with disabilities. On the same date, SBI had 42,744 Schedule Caste
(19%) and 17,243 Schedule Tribe (8%) employees. The percentage of Officers,
Assistants and Sub-staff was 36%, 46% and 18% respectively on the same date
Hiring drive: 1,776 Assistants and 1,394 Officers joined the Bank in FY 2013-14,
for expansion of the branch network and to mitigate staff shortage, particularly at
rural and semi-urban branches. Staff productivity: As per its Annual Report for FY
2013-14, each employee contributednet profit of INR 4.85 lakhs.

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Recent awards and recognitions[edit]
 SBI won the Best Bank award in the 'ASiAMONEY FX POLL OF POLLS
2014’ for best overall performance as domestic provider of Forex services over
the last 10 years.[20]

 SBI was ranked as the top bank in India based on tier 1 capital by The Banker
magazine in a 2014 ranking.[21]

 SBI was ranked 298th in the Fortune Global 500 rankings of the world's
biggest corporations for the year 2012.[2]

 SBI won "Best Public Sector Bank" award in the D&B India's study on
'India's Top Banks 2013'.[22][23]

 State Bank of India won three IDRBT Banking Technology Excellence
Awards 2013 for “Electronic Payment Systems”, “Best use of technology for
Financial Inclusion”, and “Customer Management & Business Intelligence” in
the large bank category.[24]

 SBI won National Award for its performance in the implementation of Prime
Minister’s Employment Generation Programme (PMEGP) scheme for the year
2012.[25]

 Best Online Banking Award, Best Customer Initiative Award & Best Risk
Management Award (Runner Up) by IBA Banking Technology Awards 2010

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 SKOCH Award 2010 for Virtual corporation Category for its e-payment
solution
 SBI was the only bank featured in the "top 10 brands of India" list in an
annual survey conducted by Brand Finance andThe Economic Times in 2010.
[26]
 The Bank of the year 2009, India (won the second year in a row) by The
Banker Magazine
 Best Bank – Large and Most Socially Responsible Bank by the Business
Bank Awards 2009
 Best Bank 2009 by Business India
 The Most Trusted Brand 2009 by The Economic Times.
 SBI was named the 29th most reputed company in the world according
to Forbes 2009 rankings[27]

 Most Preferred Bank & Most preferred Home loan provider by CNBC
 Visionaries of Financial Inclusion By FINO
 Technology Bank of the Year by IBA Banking Technology Awards

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PRODUCT RANGE
 SALARY ACCOUNT
 SAVING ACCOUNT
 CURRENT ACCOUNT
 FIXED DEPOSIT
 DEMAT ACCOUNT
 SAFE DEPOSIT ACCOUNT

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SALARY A/C
There are three type of product code in salary account .product code 105 is basically
employees of the regular organization, they are not provided with instant kit and those how
are provided with instant kit there product code is 154, for the premium customer the
product code is 114 and those how are provided with instant kit they have the product code
of116, product code 120 is only defense person organization/department. If product code
120 account holders want to a debit card then they have to pay Rs.100 per annum. Branch
code for Lucknow Hazratganj Branch is 078
With SBI BANK Bank’s Salary Account, costumer receives an array of rewards with their
monthly pay. All at no extra cost to customer.
Their employees get privileged services that help them achieve even more
 Direct Salary Credits – Their employee need not go to the band ,deposit their cheques
and wait for it to be cleared .Their salary is automatically credited to their accounts
 Interbranch/Intercity Banking at 142 branches and over 360 ATMs
 No minimum Balance to be maintained in the account to avail of these benefits
Interbranch/Intercity Banking: - Costumer can use any of SBI BANK BANK
branches/ ATMs across 111 cities in India, no matter where their
Account is held e.g. costumer may open their account in Pune and can operate this account
the next time costumer travel to Bangalore or for that matter from any other city.

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Also no need to open a new account when costumer gets transferred to another city where
SBI BANK BANK has a branch.
ATM 24-hour Banking: - Over 675 ATMs across 111 cities enable costumer to withdraw
up to Rs.15, 000 a day.
Free International Debit Card: - It’s like an ATM Card that costumer can shop with and
make payments at 25,000 outlets in India and 10 million worldwide. Costumer can also
withdraw money from over 5.6 lakhs Maestro/visa/Plus/cirrus ATMs, in 140 countries.
SBI BANK BANK also waives the annual fee for one additional card per account for the
first year.
Free Demand Drafts: Customers can avail of free demand drafts up to Rs.25, 000/- per
instrument payable at any city where SBI BANK BANK have branches.
Free Phone Banking: - This 24- hour’s facility enables customer to conduct a range of
banking transactions with just a call on to the no. 0522-4003333
Free net Banking: - Customer can now bank at the click of a mouse, backed by the highest
level 128-bit security.

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Free Mobile Banking: - Customer can even conduct a range of banking transactions over
a mobile phone, using SMS facility or a WAP activated phone.
Free Personalized Cheque Book: - Their employees get personalized Cheque book with
the name of the account holder printed on the cheque leaves.
Free Payable At Par Cheque Book:- Employees of the premium organization will get
cheque books which are localized all over INDIA.
Sweep-in Account: - This facility is a fixed deposit linked to savings account. So even if
funds are short in the savings account that entire customers have to do is just issue a
Cheque. The money is automatically
Swept in from the fixed deposit into the savings account. The balance amount continues
to earn high interest rate.
Super Saver Account: - This account gives customer an overdraft facility of unto 75%
of the Fixed Deposit in times of emergency. Customer can access their funds either through
an ATM or by issuing a Cheque, while the Fixed Deposit continues to earn high interest
rate.

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Free Collection of Outstation Cheques: This account entitles customer to free collection
of outstation cheques drawn on all cities where SBI BANK BANK have branches.
(2) How else do customer benefit from SBI BANK Bank’s Salary Account?
With SBI BANK BANK Salary Account, customer enjoys a number of privileged value
added services such as:
Direct Salary Credits: - Customer salary is automatically credited to their account. All
customer have to do is inform their payroll department of their SBI BANK Bank Salary
Account number.
Demat Account: Customer can enjoy paperless trading, by opening a Demat account.
Joint Account facility: - Customer can open a joint account by opening a Demat account
Personalized Cheque Book: Customer get a personalized cheque boom with the name of
all the account holder (S) printed on the cheque leaves.
At Par Cheque Book: Customer get at par cheque books which are treated local all over
India.

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SAVING ACCOUNT
The e-Age Saving Account from SBI BANK Bank brings customer a comprehensive
range of products and services. Each one is designed to minimize their effort,making
it much simpler for you to do their banking. SBI BANK BANK now have 211
branches in 110 cities and over 650 ATMs across the country. Add to this an
international network of over 6.5 lakhs ATMs which customer can access with their
international Debit Card. That’s world class banking for customer.
Free 24 hour ATM:- Customer can withdraw up to Rs. 10,000 per day from any of
SBI BANK BANK extensive network of over 650 ATMs across 110 cities all over the
country. Customer can also deposit cash/cheques, get an account balance, request for a
cheque book and transfer funds, all at the push of a few buttons. This amazing facility is
available 24 hours a day 365 days a year.
Rs. 15,000 per day with their Debit Card.
Free Net Banking: - SBI BANK BANK convenient Net banking facility will open up
a whole amount of services for customer at just the click of a mouse. Customer can:
 Check their upto the minute account balance etc.
 Open a Fixed Deposit.
 Get a Demand Draft
 Make a TDS inquiry
 Request a stop payment on a cheque
 Request for a new cheque boom
 Transfer funds within their own accounts
 Carry out third party transfer of funds

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International Debit Card: The SBI BANK Bank international Debit Card lets
customer shop and also withdraws money from SBI BANK BANK ATM network. With
SBI BANK BANK’S international Debit Card, customer can shop at 18,000
establishments in India and over 100 Lakhs establishments in 140 countries. Customer can
also withdraw cash from over 1600 VISA/Plus ATMs in India and 605 Lakhs ATMs in
140 countries. The amount customer spend on their card will be automatically debited from
their Savings Account. So when customer go shopping customer don’t have to carrycash!
Interbranch/intercity Banking:- Customer can access their account from any of the
211 branches in 110 cities and over 650 ATMs across the country. So customer can
withdraw cash from another branch, through a self-cheque or an ATM. Customer could
also transfer funds between two accounts, or deposit a local cheque in one branch and get
is credited to their account in another city.
NOTE: - On receiving Costumer instruction to pay their bill, the bill amount will be
deducted form customer account.
Free Phone Banking: - SBI BANK Bank’s 24 hour Phone Banking service lets
customer conduct a wide range of banking transactions from the comfort or their home of
office.

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Phone No. 0522-4003333
Customer can:-
 Get their account details
 Ask for a cheque book or a statement
 Open a Fixed Deposit
 Transfer money within their own accounts
 Order a Demand Draft
 Stop cheque payment, etc.
Now customer can do all their banking activities through the phone.
All this for an average quarterly balance of just Rs. 5000.

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CURRENT ACCOUNT
At SBI BANK Bank, SBI BANK BANK understand that running a business requires
time and money, also that their business needs are constantly evolving. That’s where SBI
BANK BANK comes in. SBI BANK BANK provides customer with a choice of Current
Account options to exclusively suit their business whatever the size scope.
Take Costumer pick!
Customer can choose the Current Account that works best for their specific business needs.
1. Regular Current Account
The regular Current Account requires an average quarterly balance of Rs.10, 000 only.
Besides the free ATM card and easy accessibility, their first 50 cheque leaves are offered
free.
2. Premium Current Account
Their account can be operated from any of the branches for depositing of withdrawing
money. A Premium Current Account requires an average balance of only Rs. 25.000 per
quarter. Moreover, for premium Current Account holders cheque leaves are free.

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Free Services offered to Regular and premium current Account holders:
 One ATM card per account (only for individuals/Sole Proprietorships).
 Replacement in case of damaged cards.
 Monthly statement.
 Online, real-time Net Banking.
 24 hours Phone Banking access (please check for availability in their city,).
3. SBI BANK Bank Trade
It is a Current Account ideal for small funds transfer across various cities in the country.
Trade Account is suitable for small businessmen and traders.
Features offered to SBI BANK Bank Trade Account holders:-
 At par payable cheques.
 Free inter-city Funds Transfers up to Rs. 25 lacs.
 Free Pay Orders
 Free Demand Drafts Payable on SBI BANK Bank locations upto 30 per quarter.
(Check with branch for value limits).
ATM card for individuals/Sole Proprietorships. Free online, real time Net Banking.
24-hour Phone Banking access (please check for availability in their city).
A Trade Current Account requires an average quarterly balance of only Rs. 40,000.

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4. SBI BANK Bank Plus
Single Account, Multi-city Banking
If their business regularly requires customer to receive and send funds to various cities in
the country, SBI BANK Bank Plus provides customer with the means to facilitate such
transactions efficiently.
With just one account, customer have access to more that 111 cities in the country. In other
words, the power of a single account and multi-city banking. This results in huge savings
on inter-city movement of funds and other service charges.
Furthermore, SBI BANK BANK strategic alliance with Chase Manhattan Bank gives
customer the advantage of competitive rats for trade finance
And faster inward/outward remittances. The average balance requirement for the SBI
BANK Bank Plus account is Rs. 100,000 per quarter.

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FIXED DEPOSIT
Super save account
(A temporary overdraft against their fixed Deposit)
Would not it be great to earn a high interest on their Fixed Deposit and at the same time
enjoy the liquidity associated with a Saving account/ Get their self the SBI BANK Bank
Super Save Account and that’s exactly what customer will have.
How do I benefit from the Super Save Account?
Maximum Liquidity
Their Super Saver Account allows customer to issue cheques and use and ATM card for
withdrawals, just like Savings Account. Customer can access their account from any of
SBI BANK BANK 211 branches or over 650 ATMs spread across India. Even in an
emergency, customer need not break their fixed Deposit to withdraw money. So customer
get their money whenever customer need it.

37
Easy operation
Customer can open a supersaver Account with nominal sum of just Rs. 25,000 and enjoy
a temporary withdrawal limit of upto 75% of their deposit Even after customer withdraw
a part of their limit; their entire deposit continues to earn a high rate of interest, i.e. their
deposit in not broken. Customer are required to pay an overdraft interest that is 2% more
than the interest earned by their Fixed Deposit for the amount of overdraft, and only for
the period for which customer use the money. Besides, customer can take an overdraft by
simply using a cheque of through an ATM. Isn’t that great?
 For overdraft limits greater than Rs. 2 Lakhs, overdraft interest will be charged at
the Bank’s Prime Lending Rate (PLR).
High yield
Customer can choose any account plan between 6 months and 5 years for their Super Saver
Account. SBI BANK BANK personal Bankers will give customer expert advice onthe best
possible account plan yielding the most attractive interest, depending on their needs.

38
Better Returns that a Savings Account
Even if customer withdraw unto 70% of their Supersaver Account on day one and do not
put it back for a year, customer still earn more than customer would through a Saving
Account. Incredible isn’t it?
For example, let us assume that the interest on a 3-year deposit is 10% p.a. and customers
have a Fixed Deposit of Rs. 50,000 with the bank. If customer withdraw Rs.10, 000 from
their Super Saver Account, their earnings in a year will be:
Customers earn Rs. 5000@ 10% p.a.on Rs.50, 000.
Customers are charged Rs. 1,200@ 12% for the year.
Therefore, the net interest customer earn is Rs. 3, 8000
Thus, customer earns Rs. 3,800 on a balance of Rs. 40,000 in their Super Saver Account.
On the other hand, customer would earn only Rs. 1,600 (@ 4% p.a.) with the same balance
in an ordinary Savings Account. A comparison of interest earned in a year from aRs. 50,000
Super Saver Account (3year plan) and a Savings Account, at different levels of
withdrawal, is shown below:

39
Amount
withdrawn on day
one (Rs)
Interest earned in 1Year
Super Saver
Account @ 10%
P.A. (Rs.)
Savings account @
4% p.a. (Rs.)
Net Gain (Rs.)
0 5000 2000 3000
10000 3800 1600 2200
20000 2600 1200 1400
25000 2000 1000 1000
30000 1400 800 600
35000 800 600 200
In fact, the higher the balance in their Super Saver Account, the higher their returns.
Moreover, the shorter the period for which customer use the money, the higher their
earnings.
Free ATM Card
With every Super saver Account customer get a free ATM Card. This allows customer to
enjoy 24 hour banking 365 days a year, including Sundays sand bank holidays. Their
convenience is all the matters.
 Available in select cities only
Personalized Cheque Book
Customer also gets a cheque book with every Super Saver Account, with their name printed
on it.

40
Overdraft on Current Account against their fixed Deposits
Customer can also get an overdraft on their Current Account against their own fixed
Deposits with the bank. Please contact their Personal Banker for details on documentation
required.
SWEEP IN ACCOUNT
(A Flexible Fixed Deposit cum Savings Account)

41
Imagine having an account that changes to suit their needs. When customer want their
money to earn high interest it worked like a Fixed Deposit, when customer want to
withdrew money in a hurry, it works like a savings Account. Customers win both ways
So what is a Sweep-in Account?
It is a Fixed Deposit that comes automatically linked to a savings Account. So whenever
customers’ are short of funds in their Saving account and their money is “blocked” in a
fixed Deposit, customer just have to issue a cheque (or use the ATM.) their money
automatically gets transferred, i.e. swept-in from their fixed Deposit into their Saving
Account. It’s as easy as it sounds. To open a sweep in Account, all customer need is to
open a Fixed Deposit as per the norms of the bank and a Savings Account with no minimum
balance requirement.
Customer need to maintain a minimum fixed Deposit of Rs, 50.000 at all times to avoid
service charges. In case of non maintenance of Rs.50.000 in fixed deposits, customer
savings Account will be subject to service charges as applicable. The saving account needs
to be opened with an initial amount of Rs.5000.
How does it work?
Since the Sweep in Account holds their money in a Fixed Deposit in units of Re.1 every
time money is swept from their fixed deposit to their Savings account, interest loss in
minimized. Further, the amount swept in earns interest for the tenure that it has

42
completed without any penalty. The rest of their deposit continues to earn the original
interest rate till maturity.
There’s more! Customer can, if customer like always open an add on deposit for just Rs.
5,000. Further, customer link as many deposits as customer like to their Savings account.
And the Sweep in automatically chooses the oldest deposit first before sweeping money
into their Savings Account.
Enjoy the benefits of a truly flexible fixed Deposit. Just open a Sweep in Account. The
Savings accounts comes with it.
Call us and SBI BANK BANK representative will come over to their home of office and
open an account for customer. Well take care of details and formalities including their
photograph.
DEMAT ACCOUNT

43
Now customer can avoid mutilation, duplication and pilferage of share certificates. Open
a Demat Account with SBI BANK Bank and protect their securities from damage. loss and
theft. And remember, SBI BANK Bank is the largest depository participant amongst all
banks.
Why do I need Demat Account?
With SEBI making trading mandatory in the Demat form and the advent of Rolling
Settlements it is imperative that all investors have a Demat Account with a depository
participant. When customer place a buy order, a seller can deliver the securities in Demat
form, which can only be credited to a Demat Account.
What benefits do I get from an SBI BANK Bank Demat Account
 No Account Opening Charges.
 Nominal Annual Maintenance Charges.
 Competitive fees for transactions.
 Demat Account Status on the internet.
 Option to open a Demat Account with NSDL, CDSL or both.
 Personalized instruction Book.

44
What other benefits do I get?
 Paperless trading which will help prevent mutilation. Loss and misplacement of
certificates and eliminate the problems of bad delivery.
 Safety of their securities with SBI BANK Bank.
 Problems of bad delivery, theft or mutilation eliminated.
 Zero stamp duty.
 Faster settlements of buy and sell orders, direct credit of allotment from public/
rights/bonus issues.
How do I open an SBI BANK Bank Demat Account?
 Fill up the application form and the Agreement and get it singed by all the applicant.
 Attach one photograph of each applicant.
 Provide proof of identity/Residence (copy of ration card/ driving license/voters
ID/passport or PAN
 card). Please bring the original to the bank along with a photocopy.
 Annual charges of Demat account Rs.499 per annum
Once their Demat account is active, customer will receive periodic account statements
from SBI BANK Bank. SBI BANK bank’s Demat Account is
also accessible on the internet, allowing customer to check balances, transaction status,
Demat status etc. online.

45
SAFE DEPOSIT LOCKERS
Safeguard their valuables with SBI BANK Bank lockers.
Their jewellery, share certificates and important documents are far too important for
customer to risk keeping them at home. As an SBI BANK Bank customer, SBI BANK
BANK offer customer a safe and secure place to guard their valuables from theft, fire or
any unforeseen circumstances.
Various locker Sizes: SBI BANK BANK lockers are available in various convenient
sizes. Customer can choose the locker of their choice depending on customer requirement.
Complete privacy: The spacious design and special mobile screens of SBI BANK
BANK locker rooms provide complete Privacy. Besides, SBI BANK BANK allow usage
of only one locker per row, at a time.
Water – Proof Fire Proof and Secure: the lockers are housed in a special area of
the branch which is secured by strong room doors and tamper-proof locks. Besides, the
walls of SBI BANK BANK locker rooms are specially treated to protect them from water
seepage and fire.

46
Convenient hours of operations: Their can operate the lockers during the branch
timings, and even on Sundays at select braches.
How to get a locker at SBI BANK Bank?
When customer open an account with us customer can ask about SBI BANK BANK
locker facilities.
Rating
SBI BANK Bank's programme for Certificates of Deposits has been rated by the Indian
rating agency Credit Analysis & Research Ltd. (CARE). The CDs are rated PR 1+ is the
highest rating for short term instruments indicating superior capacity for repayment.
Business Focus
SBI BANK Bank's mission is to be a World Class Indian Bank. The Bank's aim is to
build a sound customer franchise across distinct businesses so as to be the preferred
provider of banking services in the niche segments that the bank operates in and to achieve
healthy growth in profitability, consistent with the bank's risk appetite. The bank aims to
ensure the highest level of ethical standards, professional integrity and regulatory
compliance. SBI BANK Bank's business philosophy is based on four core values:
Operational Excellence, Customer Focus, Product Leadership and

47
People. The Bank signed a strategic business collaboration agreement with Chase
Manhattan Bank in February 1999.
Capital Structure
The authorized capital of SBI BANK Bank is Rs.450 crores. The paid-up capital is
Rs.281.2 crores. The SBI BANK Group holds 24.5% of the bank's equity while about
13.3% of the equity is held by the depository in respect of the bank's issue of American
Depository Shares (ADS/ADR Issue). The Indian Private Equity Fund, Mauritius (IPEF)
and Indocean Financial Holdings Ltd., Mauritius (IFHL) (both funds advised by J P
Morgan Partners, formerly Chase Capital Partners) together hold about 11.6% of the bank's
equity. Roughly 18% of the equity is held by FIIs, NRIs/OCBs while the balanceis widely
held by about 300,000 shareholders. The shares are listed on the The Stock Exchange,
Mumbai and the National Stock Exchange. The bank's American Depository Shares are
listed on the New York Stock Exchange under the symbol "HDB".
Times Bank Amalgamation
In a milestone transaction in the Indian banking industry, Times Bank Limited (another
new private sector bank promoted by Bennett, Coleman & Co. /Times Group) was
merged with SBI BANK Bank Ltd., effective February 26, 2000. As per the scheme of

48
amalgamation approved by the shareholders of both banks and the Reserve Bank of India,
shareholders of Times Bank received 1 share of SBI BANK Bank for every 5.75 shares of
Times Bank. The amalgamation added significant value to SBI BANK Bank in terms of
increased branch network, expanded geographic reach, enhanced customer base, skilled
manpower and the opportunity to cross-sell and leverage alternative delivery channels.
Distribution Network
SBI BANK Bank is headquartered in Mumbai. The Bank at present has an enviable
network of over branches spread over cities all across the country. All branches are linked
on an online real-time basis. Customers in 39 locations are also serviced through Phone
Banking. The Bank's expansion plans take into account the need to have a presence in all
major industrial and commercial centers where its corporate customers are located as well
as the need to build a strong retail customer base. Being a clearing/settlement bank to
various leading stock exchanges, the
Bank has branches in the centers where the NSE/BSE has a strong and active member base.
The Bank also has a network of almost over networked ATMs across these cities.
Moreover, SBI BANK Bank's ATM network can be accessed by all domestic and
international Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American Express
Credit/Charge cardholders. It is the only bank in India which provides access to all the 3
major International Card Networks on its ATM network.

49
Management
Mr. Jagdish Kapoor took over as the bank's Chairman in July 2001. Prior to this, Mr.Capoor
was a Deputy Governor of the Reserve Bank of India.
The Managing Director, Mr. Adyta Puri, has been a professional banker for over 20 years
and before joining SBI BANK Bank in 1994 was heading Citibank's operations in
Malaysia.
The Bank's Board of Directors is composed of eminent individuals with a wealth of
experience in public policy & administration and commercial banking. Senior executives
representing SBI BANK and J P Morgan Partners (formerly Chase Capital Partners) are
also on the Board.
Senior banking professionals with substantial experience in India and abroad head various
businesses and functions and report to the Managing Director. Given the professional
expertise of the management team and the overall focus on recruiting and retaining the best
talent in the industry, the bank believes that its people are a significant competitive
strength.

50
BOARD OF DIRECTOR
Chairman : Jagdesh Capoor
Managing director : Aditya puri
Director : Venkat Rao Gadwal
Director : Anil Ahuja
Additional Director : Vineet Jain

51
Additional Director : Arvind Pande
Additional Director : Renu S Kamad
Additional Director : K.M.Mistry
Vice President & CS : Sanjay Domgre

52
Technology
SBI BANK Bank operates in a highly automated environment in terms of information
technology and communication systems. All the bank's branches have connectivity which
enables the bank to offer speedy funds transfer facilities to its customers. Multi-branch
access is also provided to retail customers through the branch network and Automated
Teller Machines (ATMs).
The Bank has made substantial efforts and investments in acquiring the best technology
available internationally, to build the infrastructure for a world class bank. In terms of
software the Corporate Banking business is supported by Flexcube, while the Retail
Banking business by Finware, both from I-flex Solutions Ltd. (formerly Citicorp
Information Technology India Ltd.). The systems are open, scaleable and web-enabled.
The Bank has prioritized its engagement in technology and the internet as one of its key
goals and has already made significant progress in web-enabling its core businesses. In
each of its businesses, the Bank has succeeded in leveraging its market position, expertise
and technology to create a competitive advantage and build market share.

53
AWARDS AND ACCOLADES
SBI BANK Bank was selected as the "Best Bank - India 1999" and "Best Domestic Bank
- India 2000", "Best Bank - India 2001" by Euro money, and "Best Domestic Commercial
Bank - India 1999" and "Best Domestic Commercial Bank - India 2000", "Best Domestic
Commercial Bank - India 2001" by Finance Asia. In the October 2000 issue, Forbes Global
selected SBI BANK Bank amongst the top 20 in the Forbes listing of the world's best small
companies. Closer home, SBI BANK Bank was selected for The Economic Times Award
- Corporate Excellence for Emerging Company of the Year 2000-01 and asBusiness India's
Best Bank for the year 2000.
In the year 2000, leading financial magazine Forbes Global named us in its list of "The 300
Best Small Companies" in the world and as one of the "20 for 2001" best small companies
in the world.
There have been some other proud moments as well:
London-based Euro money magazine gave us the award for "Best Bank India" in 1999,
"Best Domestic Bank" in India in 2000, and "Best Bank in India" in 2001 and 2002.
Hong Kong-based Finance Asia magazine rated us "Best Domestic Commercial Bank in
India" in 1999, 2000 and 2001 respectively and "Best Local Bank in India " in 2002.

54
Asia money magazine has named us "Best Commercial Bank in India 2002".
The Economic Times has conferred on us The Economic Times Awards for Corporate
Excellence as the Emerging Company of the Year 2000-01.
Leading Indian business magazine Business India named us "India's Best Bank” in 2000.
Another leading Indian business magazine Business Today in a survey rated us "Best
Private Sector Bank” in India in 1999.
For our use of information technology we have been recognized as a "Computerworld
Honors Laureate” and awarded the 21st Century Achievement Award in 2002 for Finance,
Insurance & Real Estate category by Computerworld, Inc., USA. Our technology initiative
has been included as a case study in their online global archives.
NASSCOM and economictimes.com have named us the ‘Best IT User in Banking’ at the
IT Users Awards 2003.
We are aware that all these awards are mere milestones in the continuing, never-ending
journey of providing excellent service to our customers. We are confident, however, that
with your feedback and support, we will be able to maintain and improve our services.

55
Product Range
Savings, Fixed Deposits, Current and Demat Accounts Savings Account, Investment
& Insurance : Apart from the usual facilities, you get a free ATM Card, Interbranch
banking, Net Banking, Bill Pay, Phone Banking, Debit Card and Mobile Banking,
among others.
SBI BANK Bank Preferred: A preferential Savings Account where you are assigned a
dedicated Relationship Manager, who is your one-point contact. You also get privileges
like fee waivers, enhanced ATM withdrawal limit, priority locker allotment, free Demat
Account and lower interest rates on loans, to name a few.
Sweep-In Account: A fixed deposit linked to your Savings Account. So, even if your
Savings Account runs a bit short, you can issue a cheque (or use your ATM Card). The
money is automatically swept in from your fixed deposit into your Savings Account.
Super Saver Account: Gives you an overdraft facility up to 75% of your Fixed Deposit.
In an emergency, you can access your funds while your Fixed Deposit continues to earn
high interest.
SBI BANK Bank Plus: Apart from Regular and Premium Current accounts we also have
SBI BANK Bank Plus, a Current Account and then some more.
You can transfer up to Rs. 50 lakhs per month at no extra charge, between the four metros.
You can also avail of cheque clearing between the four metros, get cash

56
delivery/pickup up to Rs. 25,000/-, home delivery of Demand Drafts, at-par cheques,
outstation cheque clearance facility, etc.
Demat Account: Conduct hassle-free transactions on your shares. You can also access
your Demat Account on the Internet.
Innovative services for your convenience...
Phone Banking: 24-hour automated banking services with 39 Phone Banking numbers
available. You can just call 4003333 for any type of query regarding the accounts.
ATM 24-hour banking: Apart from routine transactions, you can also pay your utility
bills and transfer funds, at any of our ATMs across the country all year round.
Intercity/Interbranch Banking: Access your account from any of our branches in cities.
Net Banking: Access your bank account from anywhere in the world, at anytime, at your
own convenience. You can also view your Demat Account through Net Banking.
International Debit Card: An ATM card you can shop with all over the country and in
over 140 countries with. You can spend in any currency, and pay in Rupees.

57
Mobile Banking: Access your account on your mobile phone screen at no airtime cost.
Use SMS technology to conduct your banking transactions from your cell phone.
Bill Pay: Pay your telephone, electricity and mobile phone bills through our ATMs,
Internet, phone or mobile phone. No more standing in long queues or writing cheques.
Although this is not fully activated in Lucknow.
Loans for every need
Now, our loans** come to you in easy-to-pay monthly installments, and are available with
easy documentation and quick delivery.
Personal Loans: Take a loan of up to Rs. 3 lakh for a wedding, education, purchase of a
computer or an exciting holiday.
New Car Loans and Used Car Loans: Finance up to 90% of the cost of a car, new or
used! And the loans come to you with easy documentation and speedy processing at
attractive interest rates.
Loans against Shares: Get an overdraft up to Rs. 10 lakhs at an attractive interest rate
against physical shares, up to 50% of the market value of your shares. In case of Demat
Shares, you can get a Loans against Shares of up to 65% of the market value of your shares,
till Rs. 20 lakhs.
Two Wheeler & Consumer Loans: To help you buy the best durables for your home.

58
Investment & Insurance: Investment is provided through mutual fund.
Mutual funds are funds that pool the money of several investors to invest in equity or
debt markets. Mutual Funds could be Equity funds, Debt funds or balanced funds.
Insurance in SBI BANK Bank has plan for every segment of life, for child there is Young
star Plan, for pension there is Unit Link Pension plan, SBI BANK Standard Life’s Unit
Link Endowment Plan. For both mutual fund & Insurance Young Star Plan.

60
OBJECTIVE OF THE RESEARCH
 To know the various financial products provided by a Bank in the current scenario
with reference to SBI BANK Ltd. GHAZIABAD
 To know the various facilities provided by the SBI BANK Ltd GHAZIABAD with an
aim to retain their customers.
 To Check Segment Wise Penetration and Use of Direct Banking Channels.
NEED OF THE STUDY
As the banking sector is the fastest growing sectors in current Business World. So it is
necessary to have In-depth Knowledge of BANK Products provided by them. And to check
Segment Wise Penetration and use of Direct Banking Channels in GHAZIABAD.

62
RESEARCH METHODOLOGY
• A questionnaire was prepared to gauge the awareness of SBI BANK Bank in
Retail banking sector.
• Survey has been done in and out of the bank covering a wide cross-section of the
society.
• The question was presented in one to one interview with each of the respondents.
• Responses of the question had been thoroughly analyzed.
• Conclusions had been arrived at using the response of the questionnaire.

63
SOURCE OF INFORMATION
 Collection of data has been done through secondary sources like. Brochures,
Company profile
 Primary sources are Personal interviews, face to face contact to 140 persons
(approximate).

64
SEGMENT WISE PENETRATION AND USE OF DIRECT
BANKING CHANNELS
SBI BANK Bank in Lucknow has corporate tie up with various companies. Another part
of my project was to increase the Product Holding Ratio of these corporate. Product
Holding Ratio is the number of products an employee in the organization holds.
Employees of the organization are divided into various Bands like 1, 2,3,4,5. I have to
convert Band 1 customers to Band 2 or Band 2 customers to Band 3 and so on. Band 5
customers are the customers how hold maximum products and they are customers who
are most profitable customers to the bank. The most effective manner to increase the PHR
is to see that whether the customers are using Direct Banking Channel .DBC are the
products like Net banking, Phone Banking, Mobile Banking .If the customers are using
these products then they must not be coming to the bank there by the bank doesnot
have to spend time and man power in attending that customers. If the customers are having
direct banking channels and are using it then they are of some profit the bank. Other than
DBC there is another product which is the effective way of increasing the PHR that is
Insta Alert, which shows balance of your account on your mobile phone, although DBC
are free of cost services but for Insta Alert the customer have to pay25 Rs quarterly
if they are regular customers and for
the Premium customers these are free of cost .Seeing that the customers are using all the
DBC and Insta Alert than it is to be seen that whether customers are not requiring any

65
other products of the Bank like Credit Cards :-For the premium corporate credit cards are
free, for rest there are some charges that have to be paid by the customers.
Mutual Funds:-Are another way to increase PHR .Having investment in mutual funds is
same for all the customers in the corporate.
Insurance: - This Product is provided to the customers how want some type of insurance
which is provided by SBI BANK Standard Life Insurance. There various product in the
insurance.
Auto Loan: - To provide auto loan to the customers how are interested in taking loan for
there vehicles whether it is old or new vehicle.
Personal Loan: - To provide personal loan to the customers how want loan for some
personal purpose. The rate of interest for premium customers would be different from the
regular customers.
Fixed Deposit :- For the customers how want to have there money save and earn interest
on it , for them there is fixed deposit scheme either they can have sweep-in FD or super
saver account which is explained earlier.
Housing loan: - Customer how wants Loan for the construction of there house or to buy
a new house, loan is to be provided to them; again the rate of interest are different for
different organization.
Having corporate tie up with various organization and employees having salary account
with SBI BANK Bank , Bank does not want its customers to switch to other banks so in
order maintain it customer base bank provides one stop shop, which fulfill there

66
requirements. And that is why bank emphasizes on corporate selling. There are
approximately 120 corporate in Lucknow where SBI BANK Bank has its tie up with
Companies meaning those many salary account with bank , out of this 20 corporate are the
premium corporate where the maximum selling can be done. In the table given below will
indicate the corporate that had being contacted and products being sold.
PENETRATION OF DIRECT BANKING CHANNEL IN INDIA:
NET BANKING: -
Almost all leading bank in India are hoping that just as ATMs saw a period of in action
before they were accepted by Indian masses, Internet banking too would be adopted once.
Customers are comfortable with the technology for instance in 1998 India had just 500
ATMs. To day it has close to 7500 ATMs.
While Internet banking in potential and powerful delivery channels. It has failed to make
significant impact due to variety or reasons. RBI in its report trend and progress of banking
in India 2001 - 2002, says Internet
Banking has failed to take of due to a combination of psychological, Technological and
socio-economic factors. Further the report states that additional hurdles relating to legal
and infrastructural problems have also affected growth.
There are three clear reasons why Internet taken of the India.
1- Slowness in adoption of the Internet by the 40 + AGE group.

67
2- Lacks of a strong trust environment prevent rapid more of corporates in to adopting
Internet.
3- Lack of a critical man of early adopters of security and trust technology among
bankers operating in India to drive the transition from bricks and mortar to e -
banking"
Although the Govt as made considerable progress in initiating a trust environment, with
some public certification authorities (PCA). Already licensed to operate the adoption of
trust technology is till a douting factor for many users. What needs to be level adopted in
a simple way of integrating trust into online banking se services.

68
ATM:-
In this competitive edge of time banking based on customer satisfaction. After
liberalization, the banking sectors empharises on retail banking during 1996 privatesector
banks comes into action to compete with RBI and SBI. War for fast service give birth to
E-age banking.
Now in India E-age banking are adopted by all the banks.
Most excepted channel of direct banking is ATM 90% of cash with drawal done by ATMs.
Approximately 7500 ATMs are present in India today. The growth rate of 60 - 7 0% per
years an averagely.
ICICI take capture a good number of customer by adopting the e - banking. It has
approximately 1200 ATMs today. A branch stand of ICICI with 8 ATMs.
SBI BANK, UTI, ABNAMRO are also competitive to ICICI - ATM has given life to
private sectors banks.

69
MOBILE BANKING: -
It is used by customer in Hyderabad, Ghaziabad, Banglooro, Kolkota, Bombay and so on
high tech city. It is cost effective channel but not used by branch in the entire city where
ever bank branch stand.
PHONE BANKING: -
Very cost effective channel of e-banking by which are can banking from any where, any
time. In India ICICI banks customers are using phone banking in large scale. They do
balance enquiry of their account.

70
EVALUATION OF SBI BANK BANK AND ITS COMPETITORS IN
DELIVERY CHANNELS: -
When new private banks started installing ATMs across the length and breath of the
country. Customers started flocking in droves. A care in point is ICICI bank. During the
liberalization of the banking sectors ICICI bank, which did not have a huge national
network, realized that it could use it to enhance its value added offerings.
Say O.P.Srivastava, head of the retail channel infrastructure group at ICICI bank when
the banking sector was liberalized. We knew that to get a lead over the well-entrenched
PSU bank we had to take the help of delivery channels like ATM. There a was the only
way to counter the reach of national player. ICICI bank is the most aggressive player of
ATMs and has seen its base surge from 125 ATMs in January 200 to 1200 today such as
been the impact of ATMs that ICICI banks is customer base has grown from two million
to five million in the last two years, Srivastava attributes this increase to the increase in
ATMs outlets.
Player from the bank is the other big try which has in the banking industry which has
aggressively. Though SBI BANK bank has armada half the number of ATMs as compared
to ICICI bank, its ATMs are among the higher transaction in the world says Mudit Saxena,
Vice President for

71
retail marketing and head of net banking at SBI BANK bank, "The average per day
transactions at SBI BANK bank ATMs is 350 - 400, with same ATMs recording as many
as 700 transaction per day. " After tech survey banks take UTI bank and ABX Amro have
also become extremely aggressive in installing ATMs.
In the case of UTI bank the ATMs have added a fillip to the banks customer base. Says
V.K. Ramani, president for IT at UTI bank, " from the first year of ATMs installation, we
have seen a surge in our customer base currently we have 647 ATMs servicing a has of
1.3 million customer. Over 90% of cash withdrawal of cash withdrawals are done through
ATMs. The number of ATMs transaction have also increased from are million in
September 2001 to 2.5 million in September 2002 with growth figures like this its no
wonder that every branch manager wants an ATMs installed in his area of operation.
ABN Amro bank too has a similar story to tell. Like UTI bank this bank also saw a 90%
increase in its cash withdrawals once it increased its ATM outlets. We are restricted with
respect to the timings, but an ATM gives a customer access to our bank 24 hours, 365
day, 7 day a week. ABN Amro bank has added close imitative.
Summaries the evaluations of the Indian banking industry perfectly. Bank followed to
broad approaches when adopting technologies. The first approach was evolution any
banking play who has large brick and mortar legacy, particularly the public sector banks,
kept the banking channels intact and automated the bottleneck points. This approach was

72
adopted by around 80% of the industry. However, some back adopted a revolutionary
approach and changed the banking scenario altogether. State bank of India is a good
example of the evolutionary approach, whereas SBI BANK bank and ICICI bank, are good
examples of the revolutionary approach. Some banks have gone a step ahead and share
their ATMs with other banks. For instance, ABNAMRO bank has a private ATM sharing
agreement with UTI bank.
Banks are also developing new strategies to leverage their ATM outlets. For instance,
rather than set upon branch in every suburb, ICICI bank has hit upon a ratio of 8 ATMs to
one branch office, thus effectively reaching out to a large customer base, at a substantially
lower cost. ABN Amro launched Royalties, India's first banking rewards programme. The
customer gets rewarded every time he uses any of the bank's electronic access channels.
If the customer bites the bait, it not only reduces the work load, but also translates into huge
cost savings.
PSU banks, which are witnessing their customer base dwindling, are now looking at
playing the same game. Market analysts believe that the
installed base of ATMs which was so far primarily driven by private sector banks, will be
driven by PSU banks in the near future.

73
SERVICE STRATEGY OF
THE SBI BANK BANK

74
SERVICE STRATEGY OF THE SBI BANK BANK
SBI BANK bank aims at full customer satisfaction its customers range from ordinary
household to high profile business houses. It has wide range of type of account and several
other payment and deposition facilities to cater to the need of these customers for speedy
transaction to match the demand of e-commerce .It has several model facilities like internet
banking, telebanking etc. all the cheques presented to SBI BANK bank are accounted
within a day where drawee branch is in the same city for out station cheques it takes
maximum three days only. It has a team of dedicated motivated & trend professionals who
listen to and sort out the problems of customers. To avoid long queue and waiting lines it
has avoid network of reliable ATMs through out the country .It has ATMs are joined to the
main server who satellite link which helps it to maintain data of every transaction ,after
each transaction customer is served with the bank statement the customer may also access
transfer his account via internet in addition all these services the bank also provides
customers with debit and credit cards which allows them to make transaction any where in
the world which has visa compatibility in this way SBI BANK bank epitomizes.
The merits of both orthodox and electronic banking. Thus SBI BANK Bank not only tries
to satisfy its customers but also make all attempts to delight them.
SBI BANK Bank has three pronged services strategy :
1. People management
2. physical Environment Management
3. process Management

75
1. People Management
SBI BANK Bank has well qualified team of professional team of professionals
who are experts in customer relationship management. They have achieved. Thus
level of expertise through training and motivation program taken up at regular
interval because of this high levels of competence SBI BANK Bank is often of
called as Indian Foreign Bank.
2. Physical Environment Management
Every Branch and ATM’s of SBI BANK Bank is located in the posh area of the
locality it helps the bank to create a good image among customer.
Further it helps customers access the bank facilities in leisure time that is while
marketing or on way to some important destination.
Further all ATMs and branches are fully air conditioned with relaxing
environment which puts visitors at ease and peaceful relax the tension and stores
of customers.
3. Process Management
SBI BANK Bank has simplified procedures for transaction and opening accounts
it has done away with Hassle of Going centers which are mandatory in many in
many banks similarly it has done a way with many lumbers one and non essential
procedures which helps customers reduce stress and under tension.

76
ODPEC ANALYSIS
The opening and closing of A/c pass through several stage which is abbreviated as
ODPEC. The details of which as follows
ODPEC
O-Opening A/c are opened at local level immediately.
D/p-Developing A/c are developed in Mumbai where date entry is done and computed
within 12 to 15 days working days.
C-closing A/c are closed afters a notive from the holds at local level.

78
SWOT ANALYSIS
Strength
The keys strength areas of SBI BANK Bank are its motivated and highly competent
staff who are aggressive in their pursuit for excellence in terms of employee
competence it rivals the highly rated foreign banks.
Weakness
Though SBI BANK Bank has wide coverage of ATM Network through out the
country it is not considered adequate keeping in view is wide customer base.
Opportunity
SBI BANK Bank has good opportunity in Rural area and offices etc. which are still
untouched by banks of such repute are considered virgin markets.
Threat
Other banks like ICICI, SBI, UTI, IDBI etc are expanding at a very fast rate and are
perceived as threat to SBI BANK Bank.

80
DATA - ANALYSIS
BANKWISE DISTRIBUTION OFACOUNT HOLDERS
Based on the response of 250 people following table has been made :
NAME OF THE BANK NO. OFACCOUNTS %age
SBI BANK 70 28%
ICICI 110 44%
UTI 20 8%
IDBI 50 20%
RANK IN ORDER OF BANKS WITH RESPECT TO NUMBER OF
CUSTOMERS HELD
1. ICICI
2. SBI BANK
3. IDBI
4. UTI

81
POPULARITY OF THE TYPES OF ACOUNTS
Based on the response of 250 people following table has been made
Name of Account Used by people % age
SAVINGS 80 32%
CURRENT 70 28%
FIXED 40 16%
SALARY 60 24%

82
Types of accounts held by people ranked in order
1. Savings
2. Current
3 Salaries
4. Fixed
HENCE IT IS EVIDENT FROM THE DATA THAT SAVINGS ACCOUNTS ARE THE
MOST POPULAR ONES AMONG ALL TYPES OF ACCOUNTS. WHERE AS FIXED
DEPOSITS ARE LESS POPULAR AND SALARY ACCOUNTS COMES THIRD IN
RANKING>

83
MOST SOUGHT AFTER ATTRIBUTES OFA BANK
People ranked different attributes as 1,2 ,3 etc.,
Based on these responses mean rank has been calculated.
ATTRIBUTES MEAN RANK
ATM 2.6
FACILITIES 3.88
LOCATION 2.72
SERVICE 4.24
ATMOSPHERE 5.276
EMPLOYEE BEHAVIOUR 3.388

84
NOW ARRANGING THE MEAN RANKS IN ASCENDING ORDER WE GET THE
OVERALL RANK WHICH IS AS FOLLOWS:
1. ATM
2. LOCATION
3. EMPLOYEE BEHAVIOUR
4. FACILITIES
5. SERVICE
6. ATMOSPHERE
BEHAVIOUR

86
SATISFACTION LEVEL OF CUSTOMERS
FROM THE RESPONSES OF CUSTOMERS OF DIFFERENT TYPES OF
ACCOUNTS CUSTOMER SATISFACTION LEVEL HAS BEEN GAUGED.
SAVINGS 70%
CURRENT 60%
SALARY 55%
FIXED 70%

87
POSSIBILITY OF EXPANSION CONSIDERING PRESENT CUSTOMER BASE
From the responses of question whether people would like to open another account
following table has been made
YES 45%
NO 55%
CUSTOMER IN GHAZIABAD USED ATMs FOR WHAT PURPOSE IN
PERCENTAGE

88
Cash withdrawal
Cash deposit
Balance Inquiry
change of pin no.

89
COMFORT LEVEL OF USERS: -
Users of e-banking are comfortable with ATM. But not used, not aware and also not
comfortable with other channel in Ghaziabad.
% OF PEOPLE FILLS COMFORT IN USING ATMs
AGE WISE
% OF PEOPLE FILL COMFORT IN USING ATMs
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
82%
57%
34%
12%

90
OCCUPATION WISE
44%
27%
68%
87%
Student Service Man Business Man Govt. Employee

91
CONCLUSION
A call from one of the direct marketers open the saving account, being termed by them
as "saving accounts", where in SBI bank databases of retail chains, there are some of
the aggressive selling strategies applied by some of the government sector today.
In the many years saving account was opened up, the new players have grabbed
nearly 25 per cent of the total banking sector, in terms of the total market, In terms of
interest rate high potential growth of market. SBI bank having 300 accounts in a month.
The numbers of the dozen private bank together, and a new saving account market to
previous year. There is a clear shift from the one - size - fits - all strategy ofyore to a
more flexible, customer - centric one that has been adopted. Until the new players came
along, what passed in the name of saving account was a safety of money.
But a true banking product, experts say, must offer an optimal balance between
protection & saving. And that's the formula, like SBI bank, the new customers have
cottoned on to, On offer from them is an array of products ranging from traditional
term endowments and safety and security to contemporary whole accounts. SBI e.g.
has 11 products and 9 riders that can be customized to make more than 250 different

92
combinations and National oriental has 8 products with 6 riders. The idea behind
product flexibility is to cover as many customers as possible.
FINDINGS

93
FINDINGS
1. From the response of the Questionnaire gathered and findings the experience during
the survey from of people around, about the SBI BANK Bank, a lot of conclusion
and findings have been arrived at which are sufficient to unravel the mysteries and
connotations of customer behavior and their satisfaction.
2. Since SBI BANK Bank is number two in terms of number of account holders, and
has a positive image and enormous goodwill among masses elevates its position
from niches to runner in retail banking sector. It can very well take on thechallenge
posed by ICICI Bank and try to improve its position by focusing on keystrength
areas and strategically eliminating its weak points.
3. For expansion SBI BANK Banks should make forays into semi-urban and smaller
cities and also rural areas .In fact these days, rural income is increasing at a much
faster rate then. Urban income and also the market are considered virgin which
makes the launching and expansion prospects very good one. In this way the Bank
can

94
4. Gain foothold over these territories and reap rich harvest in terms of booming
account numbers.
5. However it was felt during the survey that major constraint which may laggard
the growth of SBI BANK Bank is the inadequate number of ATMs across the
country. The Bank need to improve upon this front because in terms of customers
consideration of attributes in choosing a bank ATMs and location of it are of
paramount importance.
6. Since saving account ate the most popular among masses, innovative ideas has to
be framed to inveigle new prospects into this venture. Possible targets could be
school and college going students, housewives and small businessmen who could
easily put their money from irregular source of income into this account.
7. Now-a-days Banking is no more the way of only providing interest for the
deposited money, but they are the ways of accessing and transacting with them
from anywhere and anytime at any part of the world. Hence, flawless and effortless
access of bank accounts from mobile phones and Internet has to be made available.

95
8. It is also felt that in the era of e-banking where transaction is more on the IT
highway the success of bank will depend more on building information networks
rather then anything else. In the near future all existing banks including SBI BANK
Bank may have to rival Airtel and hutch network, which too might become Banks
very soon rather then competing among themselves. Hence vision for success in
near future is building up of information gathering and dissemination network base

96
SUGGESTIONS AND
RECOMMENDATIONS

97
SUGGESTIONS AND RECOMMENDATIONS
 Try to improve after sales services.
 To be some quality conscious.
 Try to install ATM’s at more convenient places for their customers.
 Try to provide Complete/Actual information to the customers.
 Customers must have all the information regarding charges & fees.
 SBI BANK must issue at par cheques to all their customers.
MAKE STRONG PUBLIC RELATIONS:
The bank has to provide better services to satisfy the needs and wants of customers
specially on the occasion of deepawali and dashahara like festivals so that the customer has
to satisfied with their services of banks the bank is to provide loans, specially housingloans
to the customer at very low interest rates so that the every middle class family is to avail
loans without any problem.

98
CONTINUOUS MARKET FEED BACK:
To make the good relation with the customers, it is very important to take feed back time
to time to know about the problems and difficulties which are faced by the customers.
PROVID RECENT INFORMATION TO THE CUSTOMERs:
The bank is able to give as many as possible information’s to our customers so that the
customer is able to understand which type of information is to be used in a particular sector.

99
TRY TO INPROVE ON LINE TRADING:
Due to on line trading the customers are given way of opening and depositing their
money on the basis of on line services and make trading. Of shares and mutual funds
TRY TO INSTALLATM’s AT MORE CONVENIENT PLACES:
This financial year bank also try to increase the ATMs so customers can avail their banks
as well as ATM’s as many as possible places specially in commercial places like petrol
pumps, in market , in the hospital . So that the customer has convenience to Deposit and
withdraw their money without problems.
TRY TO OPEN EXTENTION COUNTER AT VARIOUS PLACES:
The bank has to open their extension counter in various places of their city so that the
deposit of bank is also increase and the turnover of bank during facilities which is provided
by bank cheaper rate.

101
BIBLIOGRAPHY
BOOKS:-
1. MARKETING CHANNELS (fifth edition)
-By Stern-ELAnasary
2. MANAGEMENT INFORMATION SYSTEM (6th
edition)
-by Lordon& Lordon
WEBSITE -
1. www.yahoo.com
2. www.SBI BANKbank.com
6. www.economictimes.com
NEWS PAPER-
1. THE FINANCIAL EXPRESS
1. BUSINESS STANDERED
MAGAZINE-
1-CAPITAL MARKET
2-EXPRESS COMPUTER
3-E-COMMERCE
4-BUSINESS INDIA
SBI BANK BANK CATALOUG

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