Sbi Cedit Card Sumesh

8/9/2019 Sbi Cedit Card Sumesh

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A STUDY

ON

CUSTOMER SATISFACTION LEVEL OF SBI CREDIT CARD

AT

SBI BANK (KATARGAM BRANCH)

[From 15Th May, 2008 to 15th March, 2008]

Submitted in partial fulfillment of the requirements

For the awards of the degree of

MASTER OF BUSINESS ADMINISTRATION

TO

VEER NARMAD SOUTH GUJARAT UNIVERSITY, SURAT

Submitted By:

M.B.A (SEM III)

Under the guidance of

DR.MANISH SIDHPURIA

Submitted To:

JULY 2008


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CERTIFICATE OF THE FACULTY GUIDE

This is to certify that the Project Report entitled CUSTOMER

SATISFACTION LEVEL OF SBI CREDIT CARD (Conducted on behalf of

SBI(katargam branch),Surat) submitted in partial fulfillment of the

requirements for the awards of the degree of MASTER OF BUSINESS

ADMINISTRATION to SOUTH GUJARAT UNIVERSITY, SURAT is a record of

bonafide research work carried out by under my supervision and

guidance.

Signature Signature

Dr. manish sidhpuria dr. renuka garg

(Project Guide) Co-ordinator


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DECLARATION

I here by declare that the project report entitled Customer

Satisfaction Level Of SBI CREDIT CARD under the guidance of

submitted in partial fulfillment of the requirements for the award of the

degree of Master of Business Administration to South Gujarat

University, Surat is my original work research study carried outduring 15th May, 2008 to 15th July, 2008 and not submitted for the

award of any other degree/diploma/fellowship of other similar titles of

prizes to any other institute/organization of university by any other

person.

Signature

Place:

Date: M.B.A. (Sem-III)


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JULY 16, 2008.

TO WHOM SO EVER IT MAY CONCERN

This is to certify that, Mr. Of department of businessand industrial management (Veer Narmad south Gujarat

University), Surat, has successfully completed the summertraining namely customer satisfaction of the state bank of India

credit card with state bank of India (katargamI.E) branch, Surat from 15th may, 2008 to 15th July, 2008.

During this period, we find him sincere, hardworking and professional; we earnestly wish him all the success

in all his future endeavors.

FOR STATE BANK OF INDIA

(RAJIV RANJAN)

BRANCH MANAGER


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PREFACE

This project report is written in accordance with the Master of Business

Administration (M.B.A) program prescribed

The main objective of the project work is to develop among the

student a feel that about industrial environment & business practice in

order to develop a practical basis in them as a supplement to theoretical

study of the management.

The report is based on my elective subject of A STUDY ON

CONSUMER SATISFACTION OF SBI CREDIT CARD As a part of my

project work, I had been departed to SBI (Katargam branch) Surat.

I have mentioned all the information which is true and useful in

some time in business.

ACKNOWLEDGEMENT


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I would like to start by thanking Veer Narmad south Gujarat university for

providing me with an opportunity to undergo training at this firm. I would

like to thank head of department (Industrial and business management)

in particular for making available all necessary facilities for the fulfillment

of my research work

The success of any task lies in effective input. But this cannot be obtained

without the co-operation of others. I wish to acknowledge all the help of

all those people who have spent their valuable time and given me their

kind co-operation, there by enabling me to complete my survey and study

to satisfactory levels.

I would also like to express my heartfelt gratitude towards Mr.Rajiv ranjan

of SBI (katargam branch) manager for allowing me to work under his

direct supervision.

I am also greatful to Dr. Manish sidhpuria, my academic guide and lecturefor his invaluable inputs and continuous guidance at every stage of my

project. It is only due to his encouragement and practical suggestions that

I could achieve my target.

Finally I wish to thank all my friends staff members at SBI, who directly

or indirectly aided me in my project.

JETHVA KETAN J.

EXECUTIVE SUMMERY


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The basic need for student to undergo their program is to learn

and know the practical application of the theory learned in their study

course. This will help them to know the dispersion between what is

thought and its application.

The topic that I have undergone in my training project is

consumer satisfaction level of SBI credit card in surat.

I have selected the above topic because consumer satisfaction

according to me is very important for any business.

Today the entire market scenario has changed buyer i.e.

Consumer is a sole king. In this keen competition each and every

business reorganization has realized the importance of satisfying

customer with their products. If the customer is satisfied with the

products. It will definitely enhance the organization profit and reputation.

Thus I feel that satisfying customers with quality product has

become basic necessity for only business organization. As a result, I have

undertaken the above topic to know the satisfaction level of the SBI creditcardholder.

The most important aspect of a training report is research

methodology and data collection technique i have used questionnaire as a

research total in order to collect primary data. The questionnaire that i

have prepared is close ended type. According to my research as it helped

me covering a larger the sample size I have taken is 200. I have used

random sample method.


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Sr.

No

Chapter Pages

1 Introduction 1-12

1.1 About state bank of India(SBI)

1.2 About katargam branch

2. Customer Satisfaction 13-15

2.1 Brief view on Topic

2.2 Method of Tracking and measuring customer

satisfaction

3. Problem Definition 14-17

3.1 Problem identification

3.2 Objective of study

3.3 Limitation of study

3.4 Significance of study

4. Research Methodology 18-24

4.1 General introduction

4.2 Sampling

4.3 Sampling Design

4.4 Research Tools

4.5 Primary Data

4.6 Secondary Data

5. Data Analysis 25-405.1 Table

5.2 Graph

6. Hypothesis Testing 41

7. Findings 42

8. Suggestions 43

9. Bibliography 44


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CHAPTER 1


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(A) INTRODUCTION OF STATE BANK OF INDIA

I) HISTORY

II) MISSION

III) VISION

IV) VALUES

V) PRODUCT DISCRIPTION

I) HISTORY

BOARD OF DIRECTORS

Central Board Of State Bank Of India (As on 1st April 2008)

Sl.No. Name of DirectorSec. of SBI Act,1955

1.Shri O.P. BhattChairman

19(a)

2.Shri S.K. BhattacharyyaMD & CC&RO 19(b)

3. Shri Suman Kumar Bery 19(c)

4. Dr. Ashok Jhunjhunwala 19(c)


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5. Dr. Deva Nand Balodhi 19(d)

6.Prof. Mohd. SalahuddinAnsari

19(d)

7.Dr.(Mrs.) VasanthaBharucha

19(d)

8. Shri Arun Ramanathan 19(e)

9.Smt. ShyamalaGopinath

19(f)

Evolution of SBI

The origin of the State Bank of India goes back to the first decade ofthe nineteenth century with the establishment of the Bank of Calcutta inCalcutta on 2 June 1806. Three years later the bank received its charterand was re-designed as the Bank of Bengal (2 January 1809). A uniqueinstitution, it was the first joint-stock bank of British India sponsored bythe Government of Bengal. The Bank of Bombay (15 April 1840) and theBank of Madras (1 July 1843) followed the Bank of Bengal. These threebanks remained at the apex of modern banking in India till theiramalgamation as the Imperial Bank of India on 27 January 1921.

Primarily Anglo-Indian creations, the three presidency banks came into

existence either as a result of the compulsions of imperial finance or bythe felt needs of local European commerce and were not imposed fromoutside in an arbitrary manner to modernise India's economy. Theirevolution was, however, shaped by ideas culled from similardevelopments in Europe and England, and was influenced by changesoccurring in the structure of both the local trading environment and thosein the relations of the Indian economy to the economy of Europe and theglobal economic framework.

Bank of Bengal H.O.


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Business

The business of the banks was initially confined to discounting of bills ofexchange or other negotiable private securities, keeping cash accountsand receiving deposits and issuing and circulating cash notes. Loans were

restricted to Rs.one lakh and the period of accommodation confined tothree months only. The security for such loans was public securities,commonly called Company's Paper, bullion, treasure, plate, jewels, orgoods 'not of a perishable nature' and no interest could be chargedbeyond a rate of twelve per cent. Loans against goods like opium, indigo,salt woollens, cotton, cotton piece goods, mule twist and silk goods werealso granted but such finance by way of cash credits gained momentumonly from the third decade of the nineteenth century. All commodities,including tea, sugar and jute, which began to be financed later, were

either pledged or hypothecated to the bank. Demand promissory noteswere signed by the borrower in favour of the guarantor, which was in turnendorsed to the bank. Lending against shares of the banks or on themortgage of houses, land or other real property was, however, forbidden.

Indians were the principal borrowers against deposit of Company's paper,while the business of discounts on private as well as salary bills wasalmost the exclusive monopoly of individuals Europeans and theirpartnership firms. But the main function of the three banks, as far as thegovernment was concerned, was to help the latter raise loans from timeto time and also provide a degree of stability to the prices of governmentsecurities.


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Old Bank of Bengal

Major change in the conditions

A major change in the conditions of operation of the Banks of Bengal,

Bombay and Madras occurred after 1860. With the passing of the PaperCurrency Act of 1861, the right of note issue of the presidency bankswas abolished and the Government of India assumed from 1 March 1862the sole power of issuing paper currency within British India. The task ofmanagement and circulation of the new currency notes was conferred onthe presidency banks and the Government undertook to transfer theTreasury balances to the banks at places where the banks would openbranches. None of the three banks had till then any branches (exceptthe sole attempt and that too a short-lived one by the Bank of Bengal atMirzapore in 1839) although the charters had given them such authority.But as soon as the three presidency bands were assured of the free useof government Treasury balances at places where they would openbranches, they embarked on branch expansion at a rapid pace. By 1876,the branches, agencies and sub agencies of the three presidency bankscovered most of the major parts and many of the inland trade centres inIndia. While the Bank of Bengal had eighteen branches including its headoffice, seasonal branches and sub agencies, the Banks of Bombay and

Madras had fifteen each.

Bank of Madras Note Dated 1861 for Rs.10

Presidency Banks Act

The presidency Banks Act, which came into operation on 1 May 1876,brought the three presidency banks under a common statute with similarrestrictions on business. The proprietary connection of the Governmentwas, however, terminated, though the banks continued to hold charge of

the public debt offices in the three presidency towns, and the custody ofa part of the government balances. The Act also stipulated the creationof Reserve Treasuries at Calcutta, Bombay and Madras into which sumsabove the specified minimum balances promised to the presidency banksat only their head offices were to be lodged. The Government could lend


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Foreign Branches

SBI has branches in these countries:

The Israeli branch

Australia Bahrain Bangladesh Belgium Canada France Germany Hong Kong Israel Japan

People's Republic of China Republic of Maldives Singapore South Africa Sri Lanka Sultanate of Oman The Bahamas United Arab Emirates U.K.

U.S.A

Growth

Mumbai, India location.

State Bank of India has often acted as guarantor to the Indian
http://en.wikipedia.org/wiki/Australiahttp://en.wikipedia.org/wiki/Bahrainhttp://en.wikipedia.org/wiki/Bangladeshhttp://en.wikipedia.org/wiki/Belgiumhttp://en.wikipedia.org/wiki/Canadahttp://en.wikipedia.org/wiki/Francehttp://en.wikipedia.org/wiki/Germanyhttp://en.wikipedia.org/wiki/Hong_Konghttp://en.wikipedia.org/wiki/Israelhttp://en.wikipedia.org/wiki/Israelhttp://en.wikipedia.org/wiki/Japanhttp://en.wikipedia.org/wiki/People's_Republic_of_Chinahttp://en.wikipedia.org/wiki/Republic_of_Maldiveshttp://en.wikipedia.org/wiki/Singaporehttp://en.wikipedia.org/wiki/South_Africahttp://en.wikipedia.org/wiki/Sri_Lankahttp://en.wikipedia.org/wiki/Sultanate_of_Omanhttp://en.wikipedia.org/wiki/The_Bahamashttp://en.wikipedia.org/wiki/United_Arab_Emirateshttp://en.wikipedia.org/wiki/U.K.http://en.wikipedia.org/wiki/U.S.Ahttp://en.wikipedia.org/wiki/Government_of_Indiahttp://en.wikipedia.org/wiki/Image:100_0209.jpghttp://en.wikipedia.org/wiki/Image:100_0209.jpghttp://en.wikipedia.org/wiki/Image:State_Bank_of_India_in_Israel.JPGhttp://en.wikipedia.org/wiki/Image:State_Bank_of_India_in_Israel.JPGhttp://en.wikipedia.org/wiki/Australiahttp://en.wikipedia.org/wiki/Bahrainhttp://en.wikipedia.org/wiki/Bangladeshhttp://en.wikipedia.org/wiki/Belgiumhttp://en.wikipedia.org/wiki/Canadahttp://en.wikipedia.org/wiki/Francehttp://en.wikipedia.org/wiki/Germanyhttp://en.wikipedia.org/wiki/Hong_Konghttp://en.wikipedia.org/wiki/Israelhttp://en.wikipedia.org/wiki/Japanhttp://en.wikipedia.org/wiki/People's_Republic_of_Chinahttp://en.wikipedia.org/wiki/Republic_of_Maldiveshttp://en.wikipedia.org/wiki/Singaporehttp://en.wikipedia.org/wiki/South_Africahttp://en.wikipedia.org/wiki/Sri_Lankahttp://en.wikipedia.org/wiki/Sultanate_of_Omanhttp://en.wikipedia.org/wiki/The_Bahamashttp://en.wikipedia.org/wiki/United_Arab_Emirateshttp://en.wikipedia.org/wiki/U.K.http://en.wikipedia.org/wiki/U.S.Ahttp://en.wikipedia.org/wiki/Government_of_Indiahttp://en.wikipedia.org/wiki/Government_of_Indiahttp://en.wikipedia.org/wiki/Chandra_Shekharhttp://en.wikipedia.org/wiki/Prime_Minister_of_Indiahttp://en.wikipedia.org/wiki/Prime_Minister_of_Indiahttp://g/State_Bank_of_India.htm#cite_note-econtimes10000-0#cite_note-econtimes10000-0http://en.wikipedia.org/wiki/ICICI_Bankhttp://en.wikipedia.org/wiki/Automatic_Teller_Machinehttp://g/State_Bank_of_India.htm#cite_note-1#cite_note-1http://en.wikipedia.org/wiki/Harshad_Mehtahttp://en.wikipedia.org/wiki/1992


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II)MISSION:

To retain the banks position as the premier indian financialservices group, with world class standards and significant globalbusiness commited to excellent in customer, shareholder and employee

satisfaction and to play a leading role in the expanding and diversifyingfinancial services sector while continuing emphasis on its developmentbanking role.

III) VISION:

1. premier indian financial services group wiyh global perpective,

world class standards of efficiency and professionalism and coreinstitutional values.

2. retain its position in the country as a pioneer in developmentbanking.

3. maximisation shareholder value thriugh high sustaining earningper share.

4. as institution with a culture of mutual care and commitment, asatisfying and existing work environment and continuouslearning opputunities.

IV) VALUES:

1. excellence in customer services.2. profit orientation.3. belonging and commitment to the bank.4. fairness in all dealings and relation.5. risk taking and innovation.6. team playing.7. lerning and renewal.8. integrity.9. transparency and discipline in policies and systems.
http://g/State_Bank_of_India.htm#cite_note-1#cite_note-1http://en.wikipedia.org/wiki/Harshad_Mehtahttp://en.wikipedia.org/wiki/Harshad_Mehtahttp://en.wikipedia.org/wiki/1992http://en.wikipedia.org/wiki/Forbes_2000http://en.wikipedia.org/wiki/Fortune_Global_500http://en.wikipedia.org/wiki/Forbes_2000http://en.wikipedia.org/wiki/Fortune_Global_500http://en.wikipedia.org/wiki/Forbes_2000http://en.wikipedia.org/wiki/Fortune_Global_500http://en.wikipedia.org/wiki/Forbes_2000http://en.wikipedia.org/wiki/Fortune_Global_500http://en.wikipedia.org/wiki/ICICI_Bankhttp://en.wikipedia.org/wiki/Automatic_Teller_Machinehttp://g/State_Bank_of_India.htm#cite_note-1#cite_note-1http://en.wikipedia.org/wiki/Harshad_Mehtahttp://en.wikipedia.org/wiki/1992http://en.wikipedia.org/wiki/Fortune_Global_500http://en.wikipedia.org/wiki/Forbes_2000


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V)PRODUCT DESCRIPTION:

1. BUSINESS CURRENT ACCOUNTS

Powerful Business Current Accounts to suit Powerful SME Business

Accounts Quarterly AverageBalance

Sahaj Rs. 1,000

Standard Rs. 10,000 *

Power Gain Rs. 1,00,000

Power Pack Rs. 5,00,000* daily minimum balance

SME Sahaj Current Accounts

A business current account to provide basic banking facilityATM cum Debit Card facility Limit Rs. 15000Transfer of funds through internet banking facility free upto Rs.

20,000

No cheque book facilityCollection of outstation chequesHandling of bills

Standard Current Accounts

Inter-core transaction facility (across over 4500 branches)Internet Banking facility

Remittance through DD/TT/electronic transferUnlimited cash deposits (cash handling charges applicable)Collection of outstation chequesHandling of bills

SME Power Gain Current Accounts

Unlimited free cash deposit

Free domestic ATM cum Debit CardFreeInternet Banking facilityCheque Return Protection facility upto Rs.25,000


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Multicity cheque facility at nominal ratesInter-core transaction facility (roaming account across over 4500

branches)Remittance through drafts/TTs/Electrnoic transfer -at nominal chargesFreeBankers Cheques

Free local cheque booksFree duplicate statement of accountsPre-approved car loansPart waiver of processing charges for loans.

SME Power Pack Current Accounts

Unlimited free cash deposit

Free International ATM cum Debit CardFreeInternet Banking facilityCheque Return Protection facility upto Rs.1,00,000Free Multicity cheque facilityFree Inter-core transaction facility (roaming account across over 4500

branches)Free Remittance through drafts/TTs/Electrnoic transferFreeBankers ChequesFree cheque books

Free duplicate statement of accountsPre-approved car loansPart waiver of processing charges for loans.


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2. TERM LOAN

The types of term assistance extended by the Bank can be broadlyclassified into

(i) Term Loans (including foreign currency loans),

(ii) Deferred Payment Guarantees (DPGs),

(iii) Underwriting of Shares/ Debentures.

The salient features of term loans are given below:

(a) A term loan is an advance, usually against security of the borrowers

fixed assets, for a fixed period to a business or an industrial undertaking

whether a firm, company or co-operative society and may be drawn by

the borrower either in a lump sum or in installments. A term loan may be

granted for any period in excess of three years but normally not

exceeding seven years for the purpose of acquisition of fixed assets, viz.,

land, buildings and plant and machinery for setting up new industrial

units or expansion or modernization of existing undertakings.

(b) While loans with deferred payment period up to three years will be

termed as short-term loans (STLs), loans with maturity exceeding three

years but up to seven years will be termed as medium term loans (MTLs)

and those with longer maturity will be known as long term loans or simply

term loans (TLs).


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3. CASH CREDIT

Cash credit may be given against

(a) Pledge of goods or produce or documents of title thereto,

(b) Pledge of goods or produce or documents of title thereto, with theadditional security of demand promissory notes bearing two or morenames,

(c) Demand promissory notes bearing two or more names,

(d) Demand promissory notes bearing two or more names, collaterallysecured by:

Hypothecation of stocks of goods or produce (sometimes supported byhypothecation of other assets), debentures or fully paid shares oflimited liability companies, or immovable property or documents oftitle thereto;

(e) Hypothecation of book debts and other assets.

A cash credit account is a drawing account against credit grantedby the Bank and is operated in exactly the same manner as a currentaccount on which an overdraft has been sanctioned. The distinctionbetween an overdraft and a cash credit advance is that the nature of thesecurity against which the latter is granted necessitates certaindocuments being taken in evidence of an agreement between theborrowers (and guarantors, if any) and the Bank.

When the advance is secured by the pledge or hypothecation ofgoods or produce, the security may change from time to time accordingto the borrowers business requirements. However, branches shouldensure that the balance outstanding in the account is always fullycovered by the value of security, with the stipulated margin.


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Where loans are given for seasonal operations, those must be

repaid on completion of the purpose for which they were given;

borrowings on cash credit accounts must ordinarily be cleared at the end

of the season for which they were allowed and the accounts should not

be overdrawn again until the next season begins. Branches must take

the utmost care that cash credit accounts do not run block, i.e., remain

permanently overdrawn to their limit regardless of the season and

current market conditions.


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4. COMMODITY BACKED WAREHOUSE RECEIPT FINANCING

Purpose:

To finance traders/owners of goods against warehouse receipts of

warehouses managed by Central Warehousing Corporations/ State

Warehousing Corporation and warehouse accredited by MCX by way of

Demand Loan/Cash Credit

Eligibility:

Any trader dealing in commodities

Eligible Amount of Finance:

Demand Loan: 75 % of the value of the warehouse receipt, valued at the

market value OR

80% of the minimum support price declared by State/Central Government

Whichever is lower.

Cash Credit: 70 % of the value of the warehouse receipt, valued at the

market value OR 75% of the minimum support price declared by

State/Central Government, whichever islower

Processingcharges:

CashCredit:

Rs.300/-per lac for the facility sanctioned

Demand Loan: Nil where loan is sanctioned and disbursed Rs. 300 per

lac in case the loan is sanctioned but the borrower does not avail.

Margin:Demand Loan: 25% (minimum) of the value of the warehouse receipt,valued at the market valueOR20% (minimum) of the minimum support price declared by State/CentralGovernment, whichever is higher


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5. SME FUNDING

State Bank of India provides several financing options for SSIs.

GENERAL PURPOSE TERM LOANS

State Bank of India grants term loans to small scale industries formeeting general commercial purposes like substitution of high costdebt,research and development, shoring up net worth and fundingbusiness expansion.

The tenor of the loan is normally is 3 years, and the pricing is fine-tuned to suit the risk profile of the borrower. The repayment is

structured in monthly or quarterly installments, according to the cashgeneration cycle.

What are the eligibility criteria for these term loans?The SSI unit that takes the loan should not have any history of defaults inpayment of interest or installments of the principal. The unit should havea strong performance record and a respectable credit rating as per thebanks own credit assessment scales ( In case of loan above Rs. 25lakhs ) .

What is the type of security/guarantee required for the loan?Extension of hypothecation charge over the current assets and fixedassets is required as primary security. Further, the borrower whoseaggregate loans with the Bank exceed Rs 5 lakh may explore thepossibility of collateralizing tangible security such as immovable propertyand third party guarantee. In all cases, personal guarantees ofproprietors/partners/promoters have to be furnished.

What are the margins applicable?A minimum margin of 25 per cent is applicable for acquisition of land andbuilding, building construction, renovation of offices, showrooms,godowns, purchase of equipment, vehicles etc. In other words, thequantum of the loan will be restricted to 75 per cent of the totalexpenditure.


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6. OPEN TERM LOAN

SBI OPEN TERM LOAN - the easy and hassle-free way to get finance

Hassle free pre-approved line of credit

Max Loan Amount: Rs. 250 lacs (for Manufacturing), Rs.100 lacs (for

Trade and Services)

Validity of sanction - 12 months

Freedom to avail the facility at your own convenience, within the

validity of sanction.

Multiple disbursements allowed.

No penalty on the unutilized amount (even if completely unutilized)

The loan can be utilized for any genuine commercial purposes in

line with the regular business activity of the customer. These

would include term loans for:

a. Expansion and modernization.

b. Substitution of high cost debts / high cost term debts of other

banks/FIs.

c. Design and introduction of new layouts in the factory to enhance

productivity.

d. Up gradation of technology& energy conservation schemes/

machinery.

e. Acquisition of software, hardware, consumable tools, jigs, fixtures

etc.

f. Acquisitions of ISO & other similar certifications.


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7. RETAIL TRADE

Business activities that can be started with relatively lower investmentand with no special skills on the part of the entrepreneurs.

In this category, the SBI extends loans to retail traders who act as a vitallink between the manufacturers of goods or commodities and theconsumer.

The bank offers working capital products as well as loans for purchase,renovation and repairing of equipment.

Retail trade finance is normally capped at Rs 5 lakh. Any individual or afirm (partnership or proprietorship) engaged primarily in buying and

selling mercantile goods is eligible for this mode of finance.

For requirements up to Rs 25,000, no margins are involved. For needsranging from Rs 25,000 to Rs 50,000, the margin is set at 20 per cent. Inother words, the quantum of the loan will be restricted to 80 per cent ofthe unit's expenditure. For fund needs above Rs 50,000, a 25 per centmargin may be applied.

Security

Primary Collateral

Loan uptoRs.25000/-

Charge over the assetspurchased out of Banksfinance.

Nil

AboveRs.25,000/-

Charge overthe assets purchased out

of Banks finance.

Charge Over theimmovable/movable

assets/third partyguarantee as per RBIguidelines.


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8. DOCTOR PLUS

Purpose

To finance qualified medical practitioners of any discipline

For buying medical equipments (For dentists, the loan also coversdental implants besides equipments; for orthopaedists, the loan alsocovers various replacements/ implants for hip/knee/shoulder/spineetc)

Setting up clinic, X-ray lab, nursing home, pathological lab, drugstores etc

For purchase of vehicles, ambulance, computers, etc

Expansion/renovation/modernisation of existing premises For marketing exercises, business trips Any other activities related to medical profession

Eligibility

Individuals/ partnerships / Corporate /Trusts (with powers toborrow)

Promoters should be registered practitioners and possess minimumqualification such as MBBS / BAMS / GAMS / BDS / BHMS

Key promoters should be qualified doctors.

Loan Amount

Maximum of Rs 5 crores of which a sub ceiling for Working Capital limitsat

10% of total loan amount for up to Rs 1 crore5% of total loan amount for above Rs 1 crore

Repayment

Maximum period up to 7 yearsMaximum moratorium 12 months, except for construction purpose, for

which moratorium can be upto 24 months


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Primary Security

Hypothecation of Assets financed by the Bank

Collateral Security

No need for tangible collateral security for loan amounts up to Rs 15 lacsfor Allopathic professionals and up to Rs 10 lacs for other professionals(Homeopathic, Ayurvedic, Unani etc)

Above Rs 10/15 lacs: Tangible collateral security of at least 25% andPersonal guarantee of promoters

*There is provision for concession on collateral security

Margin

Upto Rs 5 lacs: 10%Above Rs 5 lacs: 15%

* There is provision for concession on margin

Interest rates

Based on score obtained on simplified credit scoring model

*There is provision for concession on interest rates


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9. SME CREDIT PLUS

Eligibility

The unit should be enjoying a good track record (standard assets for atleast two years)

Units with CRA rating of SB4 and above

Purpose

For meeting bulk ordersRepairs to machineryTax paymentsAny other contingency

The idea behind the product designed is to meet the unforeseen andsudden expenditure of SMEs.

Nature of facility

Clean Cash credit

MarginNIL

Tenure of Loan

Each amount with drawn should be repaid within 2 monthsThere should be a gap of 15 days between the last date of repayment ofoutstanding and for the next withdrawal

Primary securityNIL

Collateral security

Existing collateral to be extended to cover this limit and additionalcollateral to be obtained only if considered necessary by the sanctioningauthority


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10. SMALL BUSINESS CREDIT CARD

A hassle free, convenient and novel Small Business Credit Card Schemelaunched for easy credit delivery to SSI and SBF segments.

Eligibility

SSIUnits with satisfactory track record of 2 years.New units with excellent credentials.

SBFRetail TradeProfessional and Self-Employed

Small Business Enterprises.

Quantum

Up to Rs.5 lacs.

Assessment

SSI - Limit @ 20% of projected annual turnover (Nayak Committee)

Small Business Enterprises (Retail Traders) - Credit limit @ 20% of annualturnover declared for tax purpose or @ 20% of last 12 months turnover inthe operation account, whichever is higher.

Professional and Self Employed persons - Limit based on 50% of theirgross annual income as per IT Return.

Interest

As applicable [For details Contact your nearest Branch].

Validity

3 years subject to satisfactory conduct of the account. Annual reviewbased on conduct / operation of the account.

Margin


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Upto Rs.25,000- NILRs.25,000/- to Rs.5 lacs

Collateral Security

SSINo Collateral Security

SBFCharge over movable / immovable property / third party guarantee, iflimit is over Rs.25, 000/-.

Attractive Features

Less paper work. Stock Statement waived. Submission of audited Balance-Sheet waived. Borrower to be issued a small plastic card. Half-yearly inspection. Simplified application. Simplified scoring model for appraisal.

Annual review based on the conduct of the account. Repayment of term loan component upto 5 years.


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11. LETTER OF CREDIT

A country rarely, if ever, produces everything it needs. This means thatcountries are dependent upon one another for those products that theyneed but which they themselves do not produce. The various stepscovering the movement of goods between countries the payment for such

goods and the relationship between the parties involved form the basis ofinternational trade.

Following are the recognized methods of effecting payments underinternational trade.

Advance Payment

When the buyers credit is doubtful or the political or economicenvironment in the buyers country is unstable seller may demandadvance payment, which will be to his advantage.

Without any assurance for supply of goods, blocking his capital priorto receipt of goods or services the buyer will be at a disadvantageousposition.

Open Account

By an arrangement between the buyer and the seller manufacturedgoods will be delivered to the buyer directly or to his order and thebuyer will pay at the end of the agreed period.

This type of trading requires a high degree of trust between buyerand seller and it will be more advantageous to the buyer.

Bills On Collection Basis

It is an arrangement by which the seller after shipping the goodssubmits the documents to his bank as agent for collection.

Documents are presented to the buyer through the correspondentbank of the sellers bank, which will be released upon buyerspayment of the amount specified.

Documentary Credits (Letters Of Credit)

It is one of the most convenient methods of settling payments ininternational trade.


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It provides complete financial security to the seller of goods.

The seller may not know the credit worthiness of the buyer and theprevailing regulations in the country of the buyer.

But once a Letter of Credit is established by the buyers bank onbehalf of the buyer in favour of the seller and the seller submits theset of required documents to the opening bank or the nominatedbank, seller is assured of payment.

Buyer also gets the advantage of his bankers assistance in closely

scrutinizing the documents and only after receiving the relevantdocumentary evidence from the seller by the banker nominated inthe credit the nominated banker releases payment.

Operation Of Letter Of Credit

Based on the agreement entered into between buyer and seller,buyer approaches his bank to open a letter of credit in favor of the

seller of the goods in the other country.

As per the terms of the contract and the application given by theapplicant to the opening bank establishes the Letter of Credit andforwards the same to its correspondent in the sellers country whichadvises the Letter if Credit to the beneficiary.

At times at the insistence of the seller the buyer requests his bank tomake available the confirmation of a bank in the sellers country.

In such a case, the bank, which adds its confirmation, becomes aconfirming bank.

The bills received under the Letter of Credit will be negotiated by thisbank which will claim reimbursement from the bank mentioned in theLetter of Credit for this purpose.

The documents will then be sent to the opening bank which will hankover the documents to the opener after recovering the value fromhim.


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TYPES OF LETTER OF CREDIT

Revocable Irrevocable Credit

A letter of credit may be revocable or irrevocable. If there is no

indication of this reference the credit will be deemed as irrevocable.

A Revocable Credit may be amended or cancelled at any momentwithout prior notice to the beneficiary. However, the issuing bank isbound to reimburse the negotiating bank for the negotiations madeprior to receipt of such notice.

The Irrevocable Credit is a definite undertaking of the issuing bank

an dcannot be amended or cancelled without the agreement of theissuing bank, the confirming bank and the beneficiary.

Confirmed Credit

When another bank adds its confirmation on the irrevocable letter ofcredit at the specific request of the issuing bank, it becomes aconfirmed credit and it constitutes a definite undertaking of the

confirming bank in addition to the issuing bank.

All credits need not be confirmed credits.

Transferable Credit

A letter of credit is transferable only if the issuing bank expresslydesignates it.

The beneficiary in such credit has the right to request the nominatedbank to transfer the credit in full or parts in favor of one or moresecond beneficiaries into another party or more than one party ifpartial shipment is permitted.

The transferable credit can be transferred once unless otherwisestated.


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Red Clause Credit

This credit bears a clause in red color authorizing the nominatedbank to allow advance to the beneficiary/seller prior to shipment tomeet his pre-shipment credit requirements.

GREEN clause credits in addition to permitting pre-shipment advancealso provides expenses relating to storage charges before shipment.

Back To Back Credit

In case it the exporter is not the actual manufacture and he gets hiswork done by the sub-suppliers and if the sub-suppliers demandletter of credits in their favour, the exporter who has received a

letter of credit for export, approaches his banker to establish secondset of letters of credit on the basis of the export letter of creditreceived by him.

The second set of credit opened by a bank at the request of theexporter is known as back to back credit.

The beneficiary of the original letter of credit will become theapplicant for the second set of credit.

Revolving Credit

In a revolving credit the amount of drawing is re-instated and madeavailable to the beneficiary again up to the agreed period of time onnotification of payment by the applicant or merely on submission ofdocuments.

The maximum value and period up to which the credit can berevolved will be specified in the revolving credit.

The re-instatement clause and the maximum amount of drawingsunder the credit should always be incorporated in revolving credit.

Deferred Payment Credits And Acceptance Credits

Under deferred payment credit the amount is payable in installments

for a stipulated longer period.


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Usually a part is paid in advance and the balance is payable inagreed installments in terms of conditions of the letter of credit

FINANCING EXPORTS

Commercial banks, the major source of export finance in India, providefinance before shipment of goods as well as after shipment of goods.

Pre-Shipment Finance

The pre-shipment finance typically is in the form of packing creditfacility.

Packing credit is bank advance provided to an exporter for thepurpose of buying/manufacturing/packing/shipping goods to foreignbuyers.

Packing credit, a short-term credit, is normally required to beliquidated within 180 days by negotiation of export bills or receipt ofproceeds for exports.

There are three broad types of packing credit

Clean Packing Credit

This represents an advance made to the exporter on the basis of afirm export order or a letter of credit, without any control over rawmaterials or goods.

Each proposal is decided on the basis of particular requirement of thetrade and the creditworthiness of the exporter.

Packing Credit Against Hypothecation Of Goods

Under this arrangement, the goods meant for export arehypothecated to the bank as security.

When the bank advance is to be utilized, the exporter is required tofurnish stock statements and continue to do so whenever there isstock movement.


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Packing Credit Against Pledge Of Goods

Under this arrangement, the goods meant for export are pledged tothe bank with an approved clearing agent who ships the same on theadvice of the exporter.

Post-Shipment Finance

The finance provided after the shipment may be in the following forms

Purchase/Discounting Of Documentary Export Bills

A commercial bank may purchase export bills drawn payable at sightor discount usance export bills covering confirmed sales and

supported by relevant documents like the bill of lading, post parcelreceipts etc.

Advance Against Export Bills Sent For Collection

A commercial bank may provide finance by way of advance againstexport bills forwarded through it for collection after taking intoaccount appropriate margin.

Advance Against Duty Drawbacks, Cash Subsidy, Etc.

To help exporter banks advance against duty drawbacks, cashsubsidy, etc., receivable by them against their exports.

EXIM BANK FINANCE

The export import bank of India (EXIM bank) was set up in 1982 toprovide export and import finance, to coordinate with othersproviding such finance, and to promote the countrys foreign trade.

The authorized capital of the EXIM bank is Rs 200 crores and thepaid-up capital is Rs 76 crores.

The EXIM bank has some borrowings from the central government ata concessional rate of interest.

To augment its resources, it may also issue bonds and debentures


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(B) ABOUT KATARGAM BRANCH

I) HISTORY

II) CURRENT SCENARIO

III) PERFORMANCE

IV) MARKET SHARE


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HISTORY

The SBI bank katargam was established in the year 19XX. At that time

this branch was developed as a rural branch. So the branch started

working in rural area of katargam and at that time the population was

also not that much. At that time branch was at sumul dairy road inside.

it was really a good place for such type of bank for development in rural

area. After few years the branch is shifted to business area GIDC

katargam. So to provide service to businessmen and also employee.

Because of good location of bank and also good services of bank provide

good reputation in katargam area as nationalized government bank.

Currently the branch manager of SBI KATARGAM BRANCH is Mr. Rajiv

ranajan and because of his good effort the bank has good business in

this area.

CURRENT SCENARIO

Strategies of katargam bank are to generate income from this main from

low cost deposit and non fund base working.

For the advertisement in katargam area the branch believes in providing

good services to customer because according to them the customer

always do advertisement if they are happy with services of the bank.

The branch also many times uses hoarding for advertisement.

Advances port folio of this branch is the industrial finance, because

currently area has good develop industries like textile, diamond and

other. And also the more loyal customer of katargam branch is the

businessman only.


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SERVICES BY SBI KATARGAM BRANCH ARE

* All products of bank

* ATM facility

* Locker

Approximate no. of account and amounts with branch are:

Saving bank a/c more than 17000

Current a/c more than 15000

Loan more than 250(in lacks)

Term deposit more than 4000(in lacks)

The performance of bank in last two years is as shown below:

31/3/2007 31/3/2008

Deposit 501759 cr. 522375 cr.

advances 50909 cr. 82374 cr.

Net profit 7635000 13357000

Net NPA 172 172


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CHAPTER 2

THEORETICAL BACKGROUND

2.1 CUSTOMERSATISFACTION THEORY


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2.1 CUSTOMER SATISFACTION THEORY :

Whether the buyer is satisfied after purchase depends on the offers

performance in relation to the buyers expectations.

Satisfaction is a persons fallings of pleasure or disappointment

resulting from comparing a products perceived performance (outcome) in

relation to his or her expectations.

As this definition makes clear, satisfaction is a function ofperceived

performance and expectation. If the performance falls short of

expectations, the customers, the customer is dissatisfied. If the

performance matches the expectations, the customers are satisfied. If the

performance exceeds expectations, the customers are highly satisfied or

delighted.

Many companies are aiming for high satisfaction because customers

who are just satisfied still find it easy to switch when a better comes

along. Those who are highly satisfied are much less ready to switch. High

satisfaction or delight creates an emotional bond with the brand, not just

a rational performance. The result is high customer loyalty. Xeroxs senior

management believes that a very satisfied or delighted customer is worth

10 times as much to the company as a satisfied customer. A very

customer is likely to stay with Xerox many more years and buy more than

a satisfied customer will.


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There are five major factors, which affected satisfaction of the card

namely: -

1. Problems Experienced:

Contributing to 35% of the CSI score, this factor measures the

quality of the card in terms of the number of problems that cropped up

and how often it was returned for re-service.

2. Service Advisor:

This related to ability of the services advisor to ability of the service

advisor to understand the problem and his promptness in attending to

the customer, contributing to 28% of the CSI Score.

3. Service Performance:

Measures the quality of the service performed as well as the ability

to fix a problem on the first visit. It has a weightage of 26% in the CSI

score and also considers how easily services are available whenrequired.

4. Service Timing:

Affecting the score by just 6%, this time taken for a service job was

responsible and if the card was ready at the time promised.

5. Facility Appearance: -

Deals with the appearance of the customer lounge and the look

cleanliness of the service area. This factors has the least impact CSI

score at Just 5%


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CHAPTER 3

INTRODUCTION OF THE PROBLEM

3.1 PROBLEM INDENTIFICATION

3.2 OBJECTIVE OF THE STUDY

3.3 SCOPE OF THE STUDY

3.4 LIMITATION OF THE STUDY


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3.1 PROBLEM IDENTIFICATION.

I have conducted the research study at SBI( Katargam branch).

Now, State bank of India wants to know the customer satisfaction

level of credit cardholder with respect of the customer performance and

expectation and to know the improvement under taken by close

competition.

PROBLEM DEFINATION

To measure the satisfaction level of credit cardholder of SBI after

sales, service provided by SBI with special concentration in Surat citywithin two-month special research study.

3.2 OBJECTIVEOFTHE STUDY :

To find out customer performance and expectation.

To know customer bahavior, habit.attiudes

To understand the position of the competitors

To determine customer satisfaction level

To know the purchasing criteria of customers

3.3 SCOPEOFTHE STUDY.:

In today, we have to make each and every step with full care

because competition hit the market at anytime.

So for future growth and surviving in competition. this study is useful

to know satisfaction level..

Customer satisfaction level can be known from this study

and find out barriers.

Market potentiality can also be judge from this study

Company can improve the market share through

satisfaction of customer.


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3.4 LIMITATIONOFTHE STUDY.:

A good report describes and explains the results derived at through the

study. As a result, whatever limitation occurs in the study, also creep into

the report and become the limitations of the report. In Short, it can be

said that a study is as accurate as the limitations of its study. Every

project has its own limitations and so did mine. I have listed a few of the

limitation of my studies below:

1. The survey was limited only to the physical boundaries of the city of

Surat and there by limited in the population studied.2. The time period of the survey being only two months, it was not

possible to conduct a highly in-depth and detailed study, which in

turn might affect the findings.

3. Different people have different thought process and different

attitudes. As a result, their manner of answering the questions of the

study differs. Therefore, the answers received were sometimes good

while sometimes they were negative.

4. Due to unavoidable circumstances, the study had to be stopped mid-

way for some time.


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CHAPTER 4

RESEARCH METHODOLOGY

4.1 THEORY OF RESEARCH METHODOLOGY

4.2 RESEARCH DESIGN

4.3 METHOD OF DATA COLLECTION

4.4 SAMPLING PLAN


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4.1 THEORY OF RESEARCH METHODOLOGY:

This is chapter explain various methods & techniques used in this

research study with their suitability. This part of the research report is

very much important because it explain the methods; concept procedures

followed by the researcher study the problem. It is helping to the reader

to understand whole the easily.

As marketing research does not address itself to basic or

fundamental question. It does not quality as basic research on the

country, It tackles problem, which seem to have immediate commercial

potential. In view of this major consideration. Marketing research shouldbe regarded as applied research. We may also say that marketing

research is of both types-problem solving and problem oriented.

Marketing research is a systematic and objective study of problem

pertaining to the marketing of goods and service.It may be emphasized

that is it not restricted to any particular area of marketing but is

applicable to all its phases and aspects

The American Marketing Association (AMA) has defined Marketing

research follows Marketing research is the function which the consumer,

Identify and define marketing opportunities &problems; generate, refine

and Evaluate marketing actions; monitor marketing performance; and

improve Understanding of a market as a process.

Marketing Research specified the information required to Address

these issues; designs the method for collecting information. Managers and

Implements the data collection process; analyses the results; the

Communications the findings and their implications.


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4.2 RESEARCH DESIGN:

A research design in the specification of methods and procedures

for acquiring the needed information it is the over all operational pattern

of frame work of the project that stipulates what information is to be

collected from which sources by what procedures

To achieve objectives of my project study I have selected the

exploratory research & also the causal research.

4.3 METHOD Of DATA COLLECTION :

There are two types of data

Primary data: -

Primary data is the data which is collected by the research at first hand.

Sources

To collect primary data the questionnaire system is uses through

market survey.Structured non disgusisd questionnaire is applied in which

question question are listing in prearranged on paper and where the

object of inquiry is revealed to the respondent I have contected the

customer and interviwed them by personally & by telephones.The analysis

of the collected data through questionnaire is given in the later part of the

project.

Secondary data

Secondary data whether internal or external is the data already

collected by others for propose other then solution of the problem at

hand

Secondary sources are


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Internal sources:

Internal guide

(Dr. Manish sidhpuria)

Prof. of DBIM.

External sources

Various marketing books

www.Statebankofindia.com

PRE-TESTING

A pre- testing is small-scale replica of the main study. It dresses a

rehearsal and provides guidance on the following matter.1. The adequacy of the sampling frame to be followed for the survey.

2. It helps the researcher in selecting the data collection method.

3. It gives prior knowledge about the population to be sampled.

4. The pre0testing helps the researcher in checking the validity of the

questionnaire and in redesigning of the same.

5. It also provides training to the researcher for interviewing.

4.4 SAMPLING PLAN:

A number of decision & task are include in sampling and it is the

procedure required right from defining a population selection of sample

element.

Define the population: -The population id defined in terms of Element, Sampling units, Extent

,Time

Element: - accountholder

Sampling unit: -credit cardholder

Extent: -Surat city

Time: -15th

MAY to 15th

JULY,2008


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Sampling Frame

I have taken whole Surat city as sample frame for conducting

research.

Sampling Method

I have used proportionate random sampling to select the respondent

from the entire population

I have conducted a pilot survey by interviewing 20 respondents.

Select randomly, it is helpful in finalization of the questionnaire and

also in knowing standard error or core element. How this survey has

became useful to me in deciding the sample size

Sample size decision

As the study is related to satisfaction level with reference to surat city.I

have taken the formula as follow:

Where:

p=probability of success

q= probability of failure

z= confidence level

e=Tolerable error

To decide the value of above-mentioned variable. I have analysis the pilot

survey and result emerged is as

ResultNo of

respondentPercentage

Satisfy 20 80%

Dissatisfy 5 20%

Total 25 100%


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100% confidence level is not possible because of large size of population.

So I have taken 95% confidence to overcome this limit maintain accuracy.

I have decided to accept 5% error in my sample from the true population

mean, as it is also tolerable by the company. I get the following sample

size through the equation

Sample Size = Z2 (p) (1-p) / C2

Where: Z= Z Value (e.g. 1.96 for 95 % confidence level)

p= Percentage picking a choice, expressed as decimal

(.5 used for sample size needed)

C= Confidence interval, expressed as decimal

(e.g. 04= 4)

= (1.96)2 (0.5) (1-0.5)/ (0.8)2

= 150.0625

= 150


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CHAPTER 5

DATA ANALYSIS & INTERPRETATION

5.1 Gender wise analysis

5.2 Age wise analysis

5.3 Occupation wise analysis

5.4 Income wise analysis

5.5 Type of credit card

5.6 Monthly billing

5.7 Purpose for use

5.8 Monthly frequency

5.9 Easy in obtaining the card

5.10 Payment criteria

5.11 Cash withdrawal criteria5.12 Acceptable at most of the petrol pump

5.13 Easy to obtain loan

5.14 Cost effective

5.15 Interest rate for outstanding balance

5.16 Mode of repayment

5.17 About promotional scheme

5.18 Recommended to other

5.19 Services in case of card lost

5.20 suggestions


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[5.1] GENDER WISE ANALYSIS

Inference:

From the above graph, we say that there is more male customer of the

credit card compare to female.

Gender Respondent %

Male 105 70.00%

Female 45 30.00%

Total 150 100%

0

20

40

60

80

PERCENTAGE


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[5.2] AGE WISE ANALYSIS

Age Respondent %

Below 18 0 018-25 17 11.33

26-35 24 16.00

36-45 38 25.33

46-55 45 30.00

above 56 26 17.33

TOTAL 150 100

0

5

10

15

20

25

30

below

18

18-25 26-35 36-45 46-55 above

55

PERCNTAGE

Inference:

Above graph shows that there is large no. of cardholder is in the range of

age 46-55, then next age group is 36-45, in third position above55.

[5.3] OCCUPATION WISE ANALYSIS


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Occupation Respondent %

Student 06 4.00

House wife 22 14.67

Professional 24 16Employee 43 28.67

Businessman 55 36.67

TOTAL 150 100

0

5

10

15

20

25

30

35

40

STUD

ENT

HOUSEW

IFE

PROFES

SIONAL

EMPL

OYEE

BUSINE

SSMEN

PERCENTAGE

Inference:

The graph indicates that businessmen, employee and professionals are

the respectively the large numbers of credit cardholder.

[5.4] INCOME WISE ANALYSIS

Income Respondent %Up to 10000 3 2.00

10001-15000 7 4.67


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15001-20000 18 12.00

20001-30000 22 14.67

30001-40000 43 28.67

ABOVE 40000 57 38.00

TOTAL 150 100

UPTO 10000

10001-15000

15001-20000

20001-30000

30001-40000

ABOVE 40000

Inference:

Above 40000, there is 38% cardholder: 30001-40000, there is 28.67% of

the cardholder like wise 20001-30000, 15001-20000; 10001-15000 will

come respectively.

[5.5] TYPE OF CREDIT CARD

TYPES OF

CARDS Respondent %

PLATINUM 34 22.67

RAILWAY 41 27.33DOCTOR 15 10.00

SILVER & MORE 30 20.00


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GOLDEN& MORE 16 10.67

EMPLOYEE 14 9.33

Total 150 100

PLATINUM

RAILWAY

DOCTOR

SILVER&MORE

G

OLDEN&MORE

EMPLOYEE

0

5

10

15

20

25

30

PERCENTAGE

Inference:

Railway (27.33%), platinum (22.67), silver &more (20%) are most in use.

. [5.6] MONTHLY BILLING

BILLING Respondent %

Up to 500 6 4.00

501-1000 57 38.00

1001-1500 18 12.00

1501-2000 22 14.672001-3000 40 26.67

ABOVE 3000 7 4.67

TOTAL 150 100


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0

5

10

15

20

25

30

35

40

UPTO

500

501-

1000

1001-

1500

1501-

2000

2001-

3000

ABOVE

3000

BILLING

Inference:

38% of the customer billing was Rs. 501-1000 category then 26.67% of

customer has their monthly billing as 2001-3000 RS.

[5.7] PURPOSE OF USE

PURPOSE Respondent %

Durable shopping 19 12.66

Grocery shopping 08 5.33

Petrol purchasing 16 10.67

Buying e-ticket 34 22.67

Cash withdrawal 25 16.67

Utility bill 16 10.67


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payment

During travel 30 20.00

other 02 1.33

Total 150 100

PERCENTAGE

Durable shopping

grocery shopping

petrol purchasing

buying e-ticketcash withdrawal

utility bil payment

Inference:Buying e-ticket, during travel, Cash withdrawal, durable shopping, Petrolpurchasing & utility bill payment,Grocery shopping and other purposes foruse contain 22.67%,20%,16.67%,12.67%,10.67%,5.33% and1.33% userespectively.

[5.8] USAGE FREQUENCY (IN MONTHS)

FREQUENCY RESPODENTS %

ONCE 59 39.33TWICE 31 20.66

THRICE 47 31.33

MORE THAN

THRICE 13 8.67

TOTAL 150 100


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ONCE

TWICE

THRICE

MORETH

ANTHRICE

0

5

10

15

20

25

30

35

40

PERCENTAGE

Inference:

In the above graph, we show that there is large nos. of cardholder usagefrequency is once i.e.39.33% then there is also good nos. of cardholder,whose usage rate is trice in the month.

[5.9] ABOUT PROCEDURE TO OBTAINIG CARD

Response Frequency Percent

Strongly agree 80 53.33

Somewhat agree 40 26.67

Neither agreenor disagree

10 6.67

Somewhat

disagree

12 8.00

Stronglydisagree

08 5.33

Total 150 100.0


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PERCENTAGE

strongly agree

somewhat disagree

neither agree nor

disagree

somewhat disagree

strongly disagree

Inference:

Above graph shows that out of 150 more than 50% are strongly agree

that there is easy procedure to obtaining credit card, and there is only

5.33% of the customer, who feels there is not ease to obtain the credit

card with ease procedure.

[5.10] PAYMENT CRITERIA





9 6.00

Somewhatdisagree

19 12.70

Stronglydisagree 14 9.33

Total 150 100.0


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PERCENTAGE

strongly agree

somewhat agree

neother agree nor

disagree

somewhat disagree

strongly disagree

Inference:

There is more options are provided by bank for payment of outstandingbalance. So, there is large nos. of customer are satisfied with thepayment criteria.

[5.11] CASH WITHDRAWAL CRITERIA





4 2.7

Somewhatdisagree

23 15.3

Strongly

disagree 13 8.7Total 150 100.0


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0

0.2

0.40.6

0.8

1

1.2

Stronglyagree

somewhatagree

neitheragreenor

disagree

somewhatdisagree

stronglydisagree

PERCENTAGE

Inference:

There are 48.70% cardholder are find ease for cash withdrawal through

card, 24.7% are somewhat agree, 15.3% are somewhat disagree and

only 8.7% are strongly disagree.


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[5.12] ACCEPTABLE AT MOST OF PETROL PUMP

0 10 20 30 40

strongly agree

somewhat

agree

neither agreenor disagree

somewhat

disagree

strongly

disagree

Food

Inference:

In the above graph, we show that there is 36.7% respondents are

strongly satisfy, somewhat agree is about 20%, But, there is also good

number of respondents i.e. 20% and 17.3%, who are strongly disagreeand somewhat disagree respectively.




Neither agree nordisagree

09 6.00

Somewhat disagree 26 17.3

Strongly disagree 30 20.00

Total 150 100.0


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[5.13] EASY TO OBTAIN LOAN

0

0.2

0.4

0.6

0.8

1

1.2

strongly

agree

neither

agreenor

strongly

disagree

PERCENTAGE

Inference:

There is 36% of respondents, who are somewhat disagree and 27.3%who are strongly agree that through the card it is easy to obtain

loan.16.7% respondents are somewhat agree and 15.3% are stronglydisagree.





07 4.7

Somewhatdisagree

54 36.00

Stronglydisagree

23 15.3

Total 150 100.0


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[5.14] COST EFFECTIVE

Stronglyagree

somewhatagree

neithe

ragreenor

disagree

somewha

tdisagree

strongly

disagree

0

5

10

15

20

25

30

PERCENTAGE

Inference:Thereis largest number of respondents who are strongly disagree (26%) andSomewhat disagree (24%) i.e. according to them the credit card is not costeffective.





19 12.7

Somewhatdisagree

40 26.00

Stronglydisagree

36 24.00

Total 150 100.0


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[5.15] INTEREST RATE LOW ON OUTSTANDING BALANCE.





13 8.7

Somewhatdisagree

73 48.7

Stronglydisagree

37 24.70

Total 150 100.0


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PERCENTAGE

Strongly agree

somewhat agree

neither agree nordisagree

somewhat disagree

strongly disagree

Inference:

According above graph, we can say that the interest rate on the

outstanding balance is very high, because there is 48.7% of respondents,

who are somewhat agree and 24.70% of respondents who are strongly

disagree to given criteria.

[5.16] MODE OF PAYMENT\ REPAYMENT OF OUTSTANDINGAMOUNT


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Neither agree

nor disagree 3 2.00Somewhatdisagree

19 12.67

Stronglydisagree

07 4.67

Total 150 100.0


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PERCENTAGE

Strongly agree

somewhat agree


somewhat disagree

strongly disagree

Inference:According to response in the above graph, we can say that customer is

highly satisfied with the various payment option provided by the bank.

[5.17] ABOUT PROMOTIONAL SCHEME


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0

10

20

30

40

50

60

Stronglyagree

somewhatagree

neither

agree

nordisa

gree

somewhatdisagree

Strongly

disagree

PERCENTAGE

Inference:

From the above graph the customer is satisfied with the promotional

scheme information given by bank time to time by means of

advertisement.

[5.18] RECCOMENDED TO OTHER




Neither agree


10 6.67

Stronglydisagree

04 2.67

Total 150 100.0


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0

10

20

30

40

50

60

Stronglyagree

somewhatagree

neithera

greenordisagree

so

mewhatdisagree

stronglydisagree

PERCENTAGE

Inference: 51.33% are respondents, who recommended to others. So it isadvantage to the bank.

[5.19] SERVICE IN THE CASE OF CARD LOST




Neither agree


7 4.67

Stronglydisagree

4 2.67

Total 150 100.0


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11.3

25.3

1

2.7

26

24

0 5 10 15 20 25 30

Strongly agree

somewhat agree


somewhat

disagree

strongly disagree

PERCENTAGE

Inference:There is 26% of respondents, who are somewhat disagree and 24% areStrongly disagree that the services after credit card is lost is not proper.

So, there is need to improve the services by the bank in case of customerLoose his credit card.





19 12.7

Somewhatdisagree

40 26.00

Stronglydisagree

36 24.00

Total 150 100.0


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CHAPTER 6

HYPOTHESIS TESTING


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HYPOTHESES TESTING:

I have taken 25 sample before survey for pilot study in which 21

respondents are satisfied about pizza of pizza hut and 4 respondents does

not satisfied about credit card.

P = 0.8Q = 0.2

I have taken 250 sample sizes for survey; I have found 200respondents are satisfied. And 50 respondents do not satisfy.

n = 150p = x/n

= 120/150

= 0.8

Z cal. = | p-P |

PQ/n= |0.83 0.80 |

0.83 x 0.16/150= 0.04

0.025Z cal.= 8.4Z cal.> 1.96 so, we reject null hypothesis


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CHAPTER 7

FINDINGS


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FINDINGS:

In Surat district there is number of Banks, which provides the credit

card services to the customer. Which include public sector bank and

private sector bank? Those banks undertaken by government and run

by government are known as public sector bank i.e. State Bank of

India (SBI), Bank of Baroda (BOB), and Central Bank of India (CBOI).

On other hand those banks that run by other than government body

known as private sector bank i.e. HDFC, ICICI, and KOTAK

MAHINDRA.

As par research conducted at katargam region in which public sectorbank have a good number preferred by the customers.

Due to following reasons customers are prefer to public sectorbank.

They have trust on nationalized bank. Lower interest rates compare to other bank. Nationalized banks strictly follow RBI guidelines.

There is ease procedure to obtaining credit card.

The bank also provides various promotional schemes time to time. There is also better sale after service facility provided by bank.

Bank is customer oriented.

Due to following reasons corporate client prefer to public sectorbank credit card.

They provide faster and better services than public sector banks Easy paperwork and less formality.

Maintain good customer relationship.

Understand the customers needs and try to solve personally.


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GENERAL PERCEPTION ABOUT SBI

In banking sector SBI is having top position among all the banks.Even though there prevails some negative impression in the minds ofcustomers. Following are some of the perception given by the customers

about the SBI.

In SBI employees are lazy and do not take responsibilities for their

work.

Services are not up to the satisfaction of the customers.

Bank does not pay attention towards small units.

There are too much formalities compare to other banks.

SBI just follow the new facilities but they have not its own innovative

idea.

Employees of SBI are not doing business on the basis of customer

requirement but they are seeing self-security.

When customer come to the branch there is no such hoarding about

the departments.


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CHAPTER 8

SUGGESTIONS

Need for more employees for smooth working of bank.

Need for one inquiry counter in branch.

Need for good computers and printers for good computerized

services. Need for speedy services in bank.


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SWOT ANALYSIS OF SBI KATARGAM BRANCH

Strengths:

o

Better location in katargam area compared to other banks inkatargam area.

o Easy availability of customer because of nationalized

government bank.

o A good market for business is available.

o The past history of bank is good.

o More loyal customers are add to benefits to the branch.

Weakness:

o Weak infrastructure facility and office interiors.

o Marketing and advertisement of bank is poor in this area.

o Not availability of required staff in the branch.

o The attitude of an employee is not good.

Opportunity:

o Good industrial area like GIDC from which bank can able to take

good business.

o Good development of diamond business and other small scale

industries which can able to became source of income for the

bank.

o Most of people believe in government bank so good market for

get business from general publics.

o Good opportunities for third party products like mutual funds

because no other banks are currently doing this type of business

mostly.


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Threat:

o Most people want services like private banks.

o Recently the cooperative and other private banks are develop in

the fast rate particular in katargam area.

o Foreign and private banks are biggest threats towards this bank.

o Technological changes have become must to survive in this

competitive world.

o People are moving very fast to the private banks.


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CONCLUSION

SBI is a renowned bank all over India and Abroad also. The bank

has taken a very wise step to survey the different target customer, which

required the credit card for the multifunctional usage for the individual as

well as for business people.

There are so many private sector banks as well as multinational

banks, which provide credit card facility that is up to the expectations of

the customer. So, there is very healthy competition among the public as

well as the private banks.

The findings and recommendations of the survey clearly reveal that

there is a large number of customer, who are satisfy with the card and

facility provided by the bank. But, there is also need of proper structure to

find out target customer through which bank get more business. Thiseffort on the part of SBIto keep customers at the centre and understand

their needs will surely prove as a bulls-eye in the progress of the bank

as well the banking sector as a whole.

With proper referencing, monitoring and examination of the weak

areas of katargam zone, the bank can pitch into the prospective sectors of

each region and slowly and gradually capture the major market share.

This positive note concludes the report. This may prove to be useful

to the bank for achieving new heights. Wishing all the very best to the

bank and its extremely dedicated staff.


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CHAPTER 9

BIBLIOGRAPHY AND WEBLIOGRAPHY


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BIBLIOGRAPHY

1. Reference books:

Marketing management - Kotler, Keller, Koshy, Jha.

Business research methods cooper, shindler

Consumer behavior schiffman and kaunk

Services of marketing lovelock and wirtz

2. reference report:

SBI annual report

RBI report

WEBLOGRAPHY

www.statebankofindia.com

www.sbi.co.in

www.wikipedia.org.in

www.suratmunicipal.gov.in
http://www.statebankofindia.com/http://www.sbi.co.in/http://www.wikipedia.org.in/http://www.suratmunicipal.gov.in/http://www.statebankofindia.com/http://www.sbi.co.in/http://www.wikipedia.org.in/http://www.suratmunicipal.gov.in/


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Questionnaire

Customer satisfaction about SBI credit card holder

Name: -

____________________________________________________Address:-______________________________________________________________________________________________________________Contact no.(R)_____________ (O) ___________________ (M) _______________________

Gender:-

Male Female

Age:-

Below 18 18-25 26-35

36-45 46-55 above 56

Occupation:-

Students House Wife Professional

Employee Unemployed Businessmen

Family income (Monthly)

Up to 10000 10001-15000 15001-20000

20001-30000 30001-40000 Above 40001

1. Which type of credit card you have?

SBI platinum card SBI railway card SBI doctor card

SBI silver & more SBI gold & more SBI employee card

2. What is your monthly billing? (In Rs.)

Up to 500 501 - 1000 1001 - 1500

1501 - 2000 2001 - 3000 Above 3000


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3. For which purpose do you use credit card mostly?

Durable shopping Grocery shopping Petrol purchasing

Buying e-ticket Cash withdrawal Utility bill payment

During travel Others.................................

4. What is the monthly frequency usage of card?

Once Twice

Thrice more than thrice

STRONGLYAGREE

SOMEWHATAGREE

NEITHERAGREENORDISAGREE

SOMEWHATDISAGREE

STRONLYDISAGREE

5. It is easy to get card within short time with minimumprocedure?

6. It is easy to make payment through card?

7. It is easy to withdrawal of cash through card?

8. It is acceptable at most of the petrol pump?

9. It is easy to obtain loan by using SBI credit card?

10. It is very cost effective to using SBI credit card?

11. Interest rate is low on the balance outstanding?

12. Repayment of out standing amount is easy?

13. Banks provide regular information about promotionalschemes?

14. I recommended this SBI credit card to others?


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15. In case of card missed, are you satisfy with the serviceprovide by bank to obtain new card?

16. Suggestion, If

any...................................................................................................