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RETAIL BANKING IN STATE BANK OF INDIA SHIMLA (H.P.)

SUMMER TRAINING REPORT

SUBMITTED IN PARTIAL FULLFILMENT OF THE COURSE OF MASTER IN BUSINESS ADMINISTRATION

SUBMITTED TO: HEAD TRAINING AND PLACEMENT DEPARTMENT

SUBMITTED BY: NIKITA DHILLON ROLL NO. 30/09 MBA 2ND YEAR

Institute of Engineering&EmergingTechnologies, Baddi (H.P)

TABLE OF CONTENTSS.No. 1. 2. 3. 4. CONTENTS Page No.

Declaration Acknowledgement PrefaceCHAPTER-1

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y CHAPTER-2 STATE BANK OF INDIA

Objectives, scope and limitations of the study Research methodology Introduction to SBI SBI Group Financial performance Vision, mission, and values

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y CHAPTER-3 RETAIL BANKING

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Characteristics Regulation Growth Future Challenges Segments A. Deposit schemes: 1) Current account 2) Basic banking no frills account 3) Premium saving account 4) Saving bank account 5) Term deposits B. Personal finance: 1) Home loan 2) Car loan 3) Education loan 4) Property loan 5) Personal loan C. Services: 1) Mobile banking services 2) ATM 3) ATM + Debit card 4) Internet banking 5) Demat services 6) Public provident fund

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CHAPTER-4 DATA ANALYSIS AND INTERPRETATION CONCLUSION SUGGESTIONS QUESTIONNAIRE BIBLIOGRAPHY

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DECLARATIONI hereby declare that this project work entitled Impact of SBI Retail Banking on customer Satisfaction is my original work, carried out under the guidance of my company guide Mr. Vishal Mahajan and has not been submitted to any other institute/ university or any organization apart from SBI, Shimla and IEET Baddi (INSTITUTE OF ENGINEERING AND EMERGING TECHNOLOGIES BADDI (H.P.)

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ACKNOWLEDGEMENTPreservation, inspiration and motivation have always played a key role in the success of any venture. In the present world of competition and success, project is like a bridge between the theoretical and practical working, willingly I prepared this project. First of all I would like to thank the supreme power, the almighty GOD who is obviously the one who has always guided me to work on the right path of my life. I would at the outset to thank. Mr. Vishal Mahajan for granting me permission to undertake the project in SBI, Shimla. I also thank to the staff of SBI who spent their valuable time in completion of my project. At last but not the least I am heartily thankful of all those person who helped me directly or indirectly in completion of my project.

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PREFACEOne may SWOT but practice only makes man perfect. It is definitely necessary to have a command on the conceptual aspects of management practices but it is more necessary to acquire the art of management, as well management knowledge goes in vain if is application does not fetch desired results. The present project is an output of my expose to banking operations as occurring in the STATE BANK OF INDIA, Shimla. The present work was confined to the study of RETAIL BANKING IN SBI. At the starting of the project the objectives, scope and limitations and research methodology is mentioned. The whole study is confined in three sections. Section one contains introduction and the profile of the company. Section two deals with retail banking and its three segments- deposits, loan and services. Section three includes the analysis and interpretation of data. At the end conclusion, suggestions and a questionnaire is prepared.

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OBJECTIVE OF THE STUDYThe main objective of this project is to study the awareness of the satisfaction of customers regarding the SBI Retail Banking .During this summer internship program period I have to achieve something, which is helpful for my career, and some value addition to the Banking Company. It gives me good opportunity to expose and creating good impression of corporate mind. 1) To find out what type of problem customer are facing related to service delivered by SBI. 2) To find out the level of customer satisfaction from the product marketing of SBI retail banking.

SCOPE OF THE STUDYMoney is the centre of world economy and Bank works as a central point for money. Banking industry is a very growing industry and among all the banks, particularly SBI is doing very well. In this time of global recession where the other companies are laying off their staffs but SBI has recruited more than 20000 employees in the year 2008.So there is a huge potential for getting jobs in SBI.

LIMITATIONS OF THE STUDY1) The survey was conducted in the Shimla. 2) Target customers and respondents were too busy persons, so it was difficult to get their time and view for specific questions 3) Area covered for the project while doing job also was very large and it was very difficult to correlate two different customers / respondents views in a one.

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RESEARCH METHODOLOGYRESEARCH OBJECTIVES:

To study the aspect of RETAIL BANKING in SBI Shimla. . To study the various Deposit schemes offered by SBI Bank. To study and analyse the various Personal Loan Schemes offered by SBI Bank. To study the Satisfaction Level of SBI Bank customers. To study the different Services offered by the SBI Bank. To analyse the general strengths & weaknesses relating to the banking Activities of SBI Shimla

TYPES OF REASEARCH: Descriptive research Analytical research Qualitative research Quantitative research 1. Descriptive research or EX-Post fact research:To conduct the research work accurately, we conduct the descriptive research. It includes surveys and fact finding inquiry of different kinds.

2. Analytical research:In it we have to use the fact and information already available and analyses of these to make an evaluation of project.

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3. Qualitative research:In selecting the appropriate research design of the study and the type of data needed, the choice of data collection techniques is four grouped. It is done for: Consumer needs. Consumers preferences for band. In depth understanding of consumers. Availability for consumer. 4. Quantitative research: Quantitative research is obtained to rate the different aspect on parameter. Image of brands. Brand equity Expectation of customers Awareness among customer for schemes. Switch ability of customer. Trial etc.

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METHODOLOGYThe project includes both primary and secondary sources of data. The data collected through these sources has organization analyzed and interpret so as to draw conclusion and arrive at appropriate recommendations. a) Primary sources of data include the personal interview from various accounts officer in the enterprise. b) The secondary sources of data includes the annual report, web site of HMT Limited Company which contain the detail which is helpful for making my project report.

STEPS IN RESEARCH METHODOLOGY:

****Collection of data. ****Organization of data ***Presentation of data ***Analysis of data ***Interpretation of data

Collection of data:Both the primary and secondary data has been collected from the market and company respectively. The secondary data was provided company and the primary data was collected through the modicum of face to face interaction / interview with the business person in the market.

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Organization of data: Data once collected for further processing. Data collected by me carefully gone through then the relevant and useful matter was assorted and properly organized. Presentation of data:The data collected is of no use unless and unstill it is given in the presentable form. Thus after proper organization, the data is given in presentable form with the complete details, with the help of diagram, pie chart etc. Analysis of data :The data is carefully analyzed keeping in consideration both the pros and cons for the purpose of arriving at concrete conclusion. Interpretation of data:After carefully analyzed the data, it has been aptly interpreted in order to give concrete conclusion and proper recommendation.

SAMPLINGSampling is the act, process, or technique of selecting a suitable sample, or a representative part of a population for the purpose of determining parameters or characteristics of the whole population. In my survey, I have taken convenience sampling. My sampling is probability sampling as probability sampling that has been selected using simple random selection each unit in the population has a known chance of being selected. Moreover, my sampling technique is simple random technique as in simple Random sampling; each unit of the population has an equal probability of inclusion in the sample. In my survey, each respondent have equal opportunity to be selected and the data, which I collected, was from customers of SBI.11

INTRODUCTION TO STATE BANK OF INDIA

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INTRODUCTION TO STATE BANK OF INDIA:

Offices of the Bank of Bengal

Evolution of SBI: y Born as Bank of Calcutta (2 June 1806). y Renamed Bank of Bengal (2 January 1809). y Bank of Bombay (15 April 1840). y Bank of Madras (1 July 1843). y All three were called Presidency Banks. y Amalgamated as Imperial Bank of India on 27 January 1921.Type Industry Founded Headquarters Key people Products Public (BSE: 500112, LSE: SBID) Banking Financial services July 1, 1955 Mumbai, Maharashtra, India O. P. Bhatt(Chairman)

Revenue Profit Total assets Total equity Owner(s) Government of India Employees

Investment Banking Consumer Banking Commercial Banking Retail Banking Private Banking Asset Management Pensions Mortgages Credit Cards $28.212 billion (2010) $2.473 billion (2010) $323.043 billion (2010) $18.519 billion (2010) 205,896 (2010)

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Birth of SBI: y An Act was passed in Parliament in May 1955 and the State Bank of India was cons