Final Sip Report.pdf

Summer Internship Report On “Customer Acquisition in Captive Locations (HNIs) & Scanning of Geographical Areas (Geo Mapping)” AT

STATE BANK OF INDIA Jajpur Road, Jajpur

Prepared and Submitted By Pratikshya Parida ROLL NO. - 17DM026

Institute of Management and Information Science Bhubaneswar PGDM 2017-19 Submitted To Prof. Divya Gupta Dean, Academics 1|Page

DECLARATION I, Pratikshya Parida, a student of PGDM (Finance) of Institute of Management and Information Science, Bhubaneswar, hereby declare that this project work entitled “Customer Acquisition in captive locations (HNIs) and scanning of geographical areas (Geo Mapping)” is an original piece of work, carried out under the guidance of my faculty guide, Prof. Divya Gupta and my guide, Shri Bisweswar Majhi, Chief Manager, RBO-IV, State Bank of India, Jajpur Road, Jajpur. It has not been submitted previously to any other institute/ university or any organization other than SBI, Jajpur road, Jajpur and Institute of Management and Information Science, Bhubaneswar.

Pratikshya Parida PGDM-(Finance) IMIS, Bhubaneswar

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ACKNOWLEDGEMENT I am highly indebted to STATE BANK OF INDIA for giving me the opportunity to be a part of this organization as an intern. At the outset, I express my heartfelt thanks & gratitude to those who sincerely helped and supported me throughout the project & without whose active support & help, it would not have been possible for me to complete the venture. To this effect, at first I take the opportunity to express my profound gratitude and deep regards to my guide, Shri Bisweswar Majhi, Chief Manager, RBO-IV, Jajpur Road, Jajpur for his active guidance and constant supervision in completion of the project. I also take the opportunity to express my heartfelt gratitude to my faculty guide, Prof. Divya Gupta of Institute of Management and Information Science, Bhubaneswar, for extending her cordial support by providing valuable information and guidance at correct time which helped me a lot in completing the task at various stages. Moreover, I would also like to express my heartfelt gratitude to Shri Sanat Jee, Chief Manager, RBO-IV and Shri Diwakar Nandi, Branch Manager of PBB, State Bank of India, Jajpur Road, Jajpur for their kind co-operation and necessary encouragement which also helped me a lot in completing the project. Finally, I would also like to express my earnest gratitude to my friends and family members for their constant support & encouragement without which the assignment would not have been completed, besides the constant blessings of Almighty.

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CERTIFICATE This is to certify that the project work entitled “Customer Acquisition in captive locations (HNIs) and scanning of geographical areas (Geo Mapping)” submitted to State Bank of India under the Summer Internship Programme, 2018 has been successfully completed by Ms. Pratikshya Parida, a student of PGDM-Finance of Institute of Management and Information Science, Bhubaneswar, Odisha, under my guidance and supervision.

Shri Bisweswar Majhi Chief Manager RBO-IV State Bank of India Jajpur Road, Jajpur

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EXECUTIVE SUMMARY The project is about acquisition of non- customers especially HNI customers for selling of SBI products and scanning of geographical areas (Geo Mapping). The main objective in customer acquisition is contacting 100 customers for crossselling of various products of SBI and acquisition of 100 non-customers. The main objective in Geo mapping is creation of a database which could be mapped geographically and used for sourcing and development of business by various verticals in a structured manner. Through customer acquisition project, knowledge about the products and services were gained which became useful in up-selling and cross-selling of various products to non-customers and customers respectively. The study involved primary research. The prospects were contacted directly or through telephone for knowing their requirements and convincing them to buy the cross-selling products or to become the customer of State Bank of India. For this purpose, Personal Selling Process was used to know the requirements of the customers/prospects and to provide them with the required product/service. In this process, in total 130 customers and non-customers were acquired for crossselling and up-selling of SBI products. Also, 100 customers/prospects view point about SBI and its products and services were collected by a survey with the help of a questionnaire. Most of the customers are found be less satisfied/ dissatisfied with SBI due to various problems such as bad customer service, delay in delivery, technical problems and excessive fees and charges, due to which they are switching to other banks. Also, most of the customer complaint about the loan procedure of the bank as it requires lots of documents. For geo mapping, 12 government and private organizations were surveyed with the help of a questionnaire to know their perception about SBI and to collect data about their banking relationship with SBI. It was found that most of the organizations as well as customers are not aware of the digital products so the bank should promote its products and services. For both the topics, data were analyzed using software, MS-excel. 5|Page

CONTENTS CHAPTER 1

2

TOPIC 1.1. 1.2. 1.3. 1.4.

Introduction Objectives Research Methodology Limitations Company Profile 2.1. About SBI 2.2. History 2.3. Products and Services 2.4. Digital Products 2.5. Listings and Shareholdings 2.6. Awards and Recognition

3

4

5

6

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PAGE NO. 7 8 9 10 11 12 13 14-16 17 17

SBI Products 3.1. Deposits 3.2. Loans 3.3. Credit Card

18-22 23-24 25

Customer Acquisition in Captive Locations 4.1. Analysis and Interpretations of the Customer’s Perception Survey 4.2. Findings 4.3. Recommendations

26 27-34

Geo Mapping 5.1. List of Organizations Surveyed 5.2. Details of Organizations 5.3. Analysis and Interpretations 5.4. Findings 5.5. Recommendations Conclusion

35 36 37 38-41 42-47 48 49 50

Chapter 1: 1.1 INTRODUCTION In the project entitled “Customer Acquisition in captive locations (HNIs)”, 100 non- customers especially HNI customers are to be acquired by using personal selling process and 100 existing customers should be contacted for cross-selling of SBI products such as Life Insurance, Mutual Funds and Credit Cards. The opinions (feedback) of the customers as well as non-customers are also to be taken to gain knowledge about the bank’s image, to have a comparative analysis of the products and services of SBI and those of competitors, to know the problem faced by the customers and their suggestions regarding betterment of the products and services of the bank. In the project entitled “Geo Mapping”, scanning of geographical areas has to be done to prepare a comprehensive dossier on all Institutions (Government and Private), Government organizations and Autonomous bodies in a particular area with specific reference to their nature of activity, staff strength along with their present bankers for creation of a database which could be mapped geographically and used for sourcing and development of business by various verticals in a structured manner.

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1.2 OBJECTIVES OF THE STUDY The main objective of the study is “Customer Acquisition in captive location (HNIs) and scanning of geographical areas (Geo Mapping).  To learn about the Products and Services of State Bank of India.  To acquire non-customers and customers for up-selling and crossselling of products, respectively.  To study the customer’s perception towards products and services of State Bank of India in Jajpur Road, Jajpur.  To prepare a comprehensive dossier on all Institutions (Government and Private), Government organizations and Autonomous bodies in a particular area with specific reference to their nature of activity, staff strength along with their present bankers.

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1.3 RESEARCH METHODOLOGY The methods adopted for the project entitled “Customer Acquisition in captive location (HNIs)” involved interactive method, descriptive method and survey method. For this project, 100 non-customers and 100 customers were contacted directly or through telephone for up-selling and cross-selling of SBI products respectively and were acquired using personal selling process. Also, 100 customers/non-customers were surveyed personally with the help of a structured questionnaire (Annexure-I) to know about bank’s image in the market. For the project entitled “Geo Mapping”, survey and interactive methods were used. In this project, 12 organizations were surveyed by contacting the key person(s), with the help of a questionnaire (AnnexureII) to know about the organizations banking relationship with SBI. Also, one Mobile Application named, “GPS Map Camera” is used for taking the photographs of the organizations visited, to calculate the coordinates i.e. Longitudes and Latitudes (Annexure-III). These methods helped me to bring out important data which was analyzed using software, MS-excel, to get the required information. I have tried my best to present the report as simple as possible and easy to understand and present the findings in clear and usable format. The report consists of both Primary data as well as Secondary data.  Primary data- the data was collected through the structured questionnaire with personal interviews.  Secondary data- the data was collected from research articles and journals using internet.

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1.4 LIMITATIONS  The main difficulty faced in the project entitled “Customer Acquisition in captive locations (HNIs)” is the unwillingness of the customers to spare their time in their busy schedule to listen about the products and services. Even if they are willing to listen about the product and purchase it, they don’t feel the need of the product at that time. Some customers are hard to convince as they feel other banks are providing better products and services as compared to SBI. Therefore, it became difficult to complete the target within the stipulated time period.  Also, most of the customers are not aware about the products and services provided by the bank, which became an obstacle during the survey.  For the project entitled “Geo Mapping”, the major limitations were finding the organizations present at different locations and the unavailability of the key person(s) in the organizations at the time of visit, due to which multiple visits were done for the same organizations.  In some organizations, the key person(s) were not able to provide the relevant answers to the questions in the questionnaire.

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Chapter 2: COMPANY PROFILE OF STATE BANK OF INDIA 2.1. About SBI The State Bank of India, popularly known as SBI, is one of the leading banks in India. It is the largest public sector bank in India. The company was founded in 1806 and is headquartered in Mumbai, India with its present Chairman, Rajnish Kumar. The bank has played a pivotal role in establishing the organized banking sector in India by offering a wide range of services to individuals as well as businesses. The company is ranked 217th on the Fortune Global 500 list of the world's biggest corporations as of 2017. After its merger with five of its associate banks ( State Bank of Bikaner & Jaipur, State Bank of Hyderabad, State Bank of Mysore, State Bank of Patiala and State Bank of Travancore, and Bharatiya Mahila Bank), with effect from 1 April 2017, it now operates through a network of more than 24,000 branches and 59,000 ATMs with 209,567 employees as on 31 March 2017, across the country. The State Bank of India has 20 percent market share in deposits and loans in the Indian commercial banks arena. The Indian government maintains a stake of nearly 60 percent in SBI through the central Reserve Bank of India. SBI is also present worldwide, with seven international subsidiaries in the United States, Canada, Nepal, Bhutan, Nigeria, Mauritius, and the United Kingdom, and more than 50 branch offices in 30 countries.

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2.2 History The origin of the State Bank of India goes back to the first decade of the nineteenth century with the establishment of the Bank of Calcutta in 1806 in Calcutta. The Bank of Bengal was one of three Presidency banks, the other two being 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 reorganized banking entity took as its name Imperial Bank of India, which in turn became the State Bank of India in 1955. 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. On 7 October 2013, Arundhati Bhattacharya became the first woman to be appointed Chairperson of the bank. In April 2014 State Bank of India launched three digital banking facilities for the convenience of SBI customers. One for customers opening Savings Bank accounts and another for Housing Loan applicants and third is e–KYC (Know your Customer). 12 | P a g e

2.3. Products and Services State Bank of India provides various banking products and services to individuals, commercial enterprises, corporates, public bodies, and institutional customers in India and internationally. It offers personal banking services, including current accounts, savings accounts, term deposits, recurring deposits; loans such as home, auto, education, and personal loans, as well as loans against property and securities; mobile and Internet banking, demat accounts, ATM, foreign inward remittance, safe deposit locker, public provident fund, money transfer, pension policy, and mobile wallet services, as well as cards. The company also offers corporate banking services comprising corporate accounts, working capital and project finance, term loans, deferred payment guarantees, corporate loans, structured finance, dealer and channel financing, equipment leasing, loan syndication, construction equipment loans, and cash management products, as well as export and cash and letters of credit products. The company operates through Treasury, Corporate/Wholesale Banking, Retail Banking, Insurance Business, and Other Banking Business segments. In addition, it offers NRI services, including accounts and deposits, remittances, investments, and loans; agricultural banking and micro credit to agriculturists and farmers; loans, supply chain finance, and deposits and transaction banking services for SME customers; and international banking services. Further, the company provides treasury, broking, bill payment, and MICR services; and credit cards, insurance, mutual funds, merchant banking, trustee business, factoring, security trading, pension fund management, 13 | P a g e

and custodial services, as well as primary dealership services in the money market.

2.4. Digital Products For the country’s hyper-connected, highly informed, value-driven young customers expecting immediate services and real-time responses, queuing at bank branches for teller-controlled transactions seemed archaic. To entice and attract this demanding target segment, SBI created a digital banking program to remake the branch environment and remodel customer engagement. For transforming the customer experience, SBI has launched various apps. Such asa) SBI Anywhere Personal- It is State Bank’s mobile banking application for retail users. It offers single sign-on credentials with Internet Banking for undertaking financial transactions across desktop/laptop/tablet on Internet Banking and the Mobile App on smartphones. It is an Omni-channel mobile application from India’s largest bank. It offers mVisa based innovative payment engine for QR code enabled transactions. It is a safe, convenient and easy to use application with a host of features to help users manage their banking on the move. b) State Bank Digi Voucher- This mobile application is created so that customers could fill up virtual vouchers in the comfort of their home/office on the mobile app before coming to the branch. Alternatively, if customers don’t have smartphone, they can use the kiosk in the branch to fill up the virtual vouchers. This app would be available on Android/ iOS smartphones, and kiosks in branches. This application promotes green banking. 14 | P a g e

c) State Bank mCASH – It is a P2P Funds Transfer application, and a quick way to claim funds sent by SBI customers through OnlineSBI or State Bank Anywhere. Any SBI customer having the Internet banking facility can transfer funds to a third party without beneficiary registration, either through mobile number or email ID of the beneficiary. d) State Bank No Queue- This is a unique app to enable customers to book a Virtual Queue Ticket (e-Token) for select services at select SBI branches. Customers can generate an e-Token before reaching the branch, thus avoiding waiting in the queue at the branch and saving valuable time. The app also conveys the estimated waiting time, number of customers ahead and a map showing the direction to the branch. Customers will be updated about their position in the queue through instant alerts. e) SBI Quick- Missed call banking is a new service from State Bank of India that involves banking by giving a missed call or sending an SMS with pre-defined keywords to pre-defined mobile numbers. This service can only be activated for the mobile number that is registered for a particular account with the bank. Services include Balance enquiry, Mini statement, Blocking of ATM card, Car and Home Loan enquiry etc. f) State Bank Buddy- It is the first Indian Mobile wallet Application available in 13 languages. It comes with several features like ability to send money to registered and new users, ask for money and send reminders to settle dues, transfer additional cash into an account free of cost, recharge and pay bills instantly, book movie tickets, book flights and hotels, and shop for your favorite merchandise.

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Also, to increase its digital footprints from 40 million Internet banking and 30 million Mobile banking customers in the country, SBI has launched its Digital Bank (YONO App) which allow people to perform regular banking operations from customer acquisition to fulfilment without visiting the physical branches. State Bank of India (SBI)'s YONO App is a one-stop shop for availing services like banking, insurance, investments and daily shopping. New customers can open an instant account (within 5 minutes) if they have Aadhaar and PAN (permanent account number) cards. However, if customer already have an SBI account, he can use his internet banking credentials to register on the YONO app. Other Facilities Personalized platinum debit card.  Pre-approved personal loans without any documentation up to Rs. one lakh.  Overdraft facility against a fixed deposit (FD).  Concession on bank service charges  Avail discounts and several offers across a large number of ecommerce merchants.

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2.5. Listings and Shareholding Shareholders

Shareholding

Promoters: Government of India

61.23%

FIIs/GDRs/OCBs/NRIs

11.17%

Banks & Insurance Companies

10.00%

Mutual Funds & UTI

8.29%

Others

9.31%

Total

100.0%

The equity shares of SBI are listed on the “Bombay Stock Exchange”, where it is a constituent of the “BSE SENSEX” index, and the “National Stock Exchange of India” where it is a constituent of the CNX Nifty. Its Global Depository Receipts (GDRs) are listed on the London Stock Exchange.

2.6. Awards and Recognition 







SBI was ranked 217th in the Fortune Global 500 rankings of the world's biggest corporations for the year 2017. SBI was named as the Best Nationalized Bank at the 201516 Financial Express Best Bank Awards. SBI was ranked as the top bank in India based on tier 1 capital by The Banker magazine in a 2014 ranking. SBI was named the 29th most reputed company in the world according to Forbes 2009 rankings.

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Chapter 3: PRODUCTS 3.1. DEPOSITS 3.1.1 SAVING ACCOUNT: FEATURES GENERAL

Interest Rate on Savings Bank Deposits w. e. f. 31/07/2017 S. Particulars Rate of No. Interest i) Savings Deposits 3.50% Balance up to Rs. 1 p.a. crore ii) Savings Deposits 4.00% Balance above Rs. 1 p.a. crore  Safe Deposit Lockers as per availability.  Nomination facility is available.  SMS Alerts and e-Statement facility.

AUTO SWEEP FACILITY

Savings Bank account can be linked to Multi Option Deposit (MOD) account for earning higher term deposit interest on surplus money.

SPECIAL SALARY ACCOUNTS

SBI offers special Salary Accounts for employees of Corporates, Schools, Colleges, Universities, Government establishments/ organizations, Railways, Police establishments, Defense Personnel etc.

CHILDRENS ACCOUNTS

Pehla Kadam and Pehli Udaan are savings bank accounts specially for children that will not only help them learn the importance of saving money but will also allow them to experiment with the 'buying power' of money.

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ATM-CUM DEBIT CARD

SBI Card comes in multiple variants like Silver, Gold, Platinum Cards, International ATM-cum-Debit Card, etc. as per your eligibility.

MOBILE BANKING

Away from home, balance enquiries can be made and/or money sent to the loved ones or bills can be paid anytime 24x7 with State Bank Freedom App which offers - convenient, simple, secure, anytime and anywhere banking.

INTERNET BANKING





SBI No Queue

State Bank No queue is a unique App to enable customer to book a Virtual Queue Ticket (e-Token) for selected services at selected SBI branches.

MISSED CALL BANKING

With SBI Quick, customer can get their Account Balance, Mini Statement and more just by sending an SMS or giving a Missed Call.

REWARDZ PROGRAM

SBI Rewardz allows the customer to collect points which can be redeemed for full or partial payments to get products & services online as well as from partner outlets.

3 IN 1 DEMAT AND ONLINE TRADING

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www.onlinesbi.com, the Internet banking portal of SBI, enables the customer to operate accounts from anywhere anytime, removing the restrictions imposed by geography and time. State Bank Anywhere is the Internet Banking App available for all the major operating systems: Android, Windows, Blackberry and iOS.



With the 3 in 1 Demat and Online Trading account, customer can access the financial markets through bank’s tie-up with SBI Cap Securities Ltd.



PERSONAL ACCIDENT AND HEALTH INSURANCE

Savings bank account will be held with SBI while Demat and Online Trading account will be held in the books of SBI Cap Securities Ltd. As a State Bank savings bank account holder, customer would get Personal Accident and Health Insurance at discounted rates from SBI General Insurance Company Ltd.

3.1.2 CURRENT ACCOUNT: FEATURES Eligibility Monthly Average Balance (MAB) requirement

All individuals documents

who

have

valid

KYC

As applicable to the location of the branch : Personal NonBanking Branch Rural MAB Rs. 10,000/Rs. 5,000/-

Rural Rs. 2,500/-

Mode of Operation

Singly, jointly, or with Either or Survivor, Former or Survivor, anyone or Survivor etc. facility.

Rate of Interest

Nil

Maximum Balance

No Limit

Nomination Facility Other Facilities

Available      

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First 50 cheque leaves will be free. Mobile banking and Internet banking facility available. Free ATM card during first year. Free cash deposit up to Rs. 25000/ per day. Free Transfer of account from one branch to another. Statement of account is issued as per requirement at

 

monthly/quarterly/half yearly/annual intervals. Facility of getting statement by email is present. Personal accident insurance available (Optional).

3.1.3 TERM DEPOSIT: FEATURES Min Minimum Deposit um Deposit

Rs. 1000/-

Maximum Deposit

No Limit

Payment of Interest

 

Payment of interest at Monthly/Quarterly/Calendar quarter basis as per customer’s requirement. Senior Citizens get 0.25% extra interest rate for amount above Rs 10,000/-

Tenure Premature Withdrawal

Loan Facility

7 Days to 10 Years  

Available Retail Term Deposit up to Rs 5.00 lacs - Penalty is 0.50% (all tenors).  Retail Term Deposits above Rs 5.00 lacs but below Rs 1 crore - Penalty is 1% (all tenors).  No interest will be paid on Deposits which remain for a period of less than 7 days. Loans / OD up to 90% of the Principal deposit.

Nomination Facility

Available

TDS

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

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

Flexibility to convert Term Deposit (regular interest payout) to STDR



(cumulative interest payout) and vice versa. Automatic renewals will take place only where there is no maturity instructions recorded at the time of opening the Term Deposit account or any time before maturity of deposit.

3.1.4. RECURRING DEPOSITS: FEATURES Monthly Deposit

 Min- Rs.100/ Max- No Limit

Tenure

12 Months- 120 Months

Rate of Interest

As applicable to Bank's TDR / STDR for the period of the RD.

Loan/Overdraft

Upto 90% available against the balance in RD account.

TDS

Applicable

Premature Withdrawal

Available

Nomination Facility

Available

Passbook

Issued

Penalty Charges (For non-Deposit of monthly instalments)

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 For a/c of period 5 years and less -Rs. 1.50 per Rs. 100/per month  For a/c of period above 5 years- Rs. 2.00 per Rs. 100/per month

3.2. LOANS 3.2.1. PERSONAL LOAN (XPRESS CREDIT): FEATURES Purpose

To provide personal loans to the employees of undernoted entities maintaining salary account at the bank at zero margin, and very competitive interest rates with fast and easy processing.

Interest

11.75% to 14.75% (According to CIBIL Score)

Minimum NMI Loan Amount

Rs. 5000/(i) Term Loan:  Min: Rs.25,000/ Maximum: 24 times NMI subject to maximum of Rs 15.00 lacs. (ii) Overdraft:  Minimum: Rs.5.00 lacs  Maximum: 24 times NMI subject to maximum of Rs 15.00 lacs.

Repayment Period

Maximum 60 months or residual service period whichever is less

Provision for Second Loan





Processing Fess Penal Interest 23 | P a g e

Second Loan can be taken after 1 year of disbursement of the 1st loan provided the 1st loan has been satisfactorily conducted and is regular at the time of sanction of 2nd Loan. There cannot be more than 2 Xpress Credit Loans standing in the name of a borrower.

1% of the Loan Amount + applicable Service Tax 2% p.a.

3.2.2. SBI NEW CAR LOAN SCHEME: FEATURES Purpose Interest Repayment Tenure Eligibility

For purchase of new passenger cars, Multi Utility Vehicles (MUVs) and SUVs. 9.20% to 9.70% 7 Years An individual aged 21 to 65 years

Minimum Annual Income/ Profit

Salaried Person: Rs.2,50,000 Business Person : Rs. 4,00,000

Facility

 Optional SBI Life Insurance cover available  Overdraft facility available

Documents RequiredSalaried Person

Non-Salaried/ Professional/Businessmen

Statement of bank account for last 6 months.

Statement of bank account for last 6 months.

2 Passport size Photographs

2 Passport size Photographs

Proof of Identity

Proof of Identity

Address Proof

Address Proof

Income Proof: Latest Salary Slip, Form 16

Income Proof: ITR for last 2 years

I.T. Returns or Form 16 for the last 2 years I.T. Returns or Form 16 for the last 2 years. Audited Balance sheet, P&L statement for 2 years, Shop & establishment act certificate / sales tax certificate / SSI registered certificate / copy of partnership. 24 | P a g e

3.3. CREDIT CARD (SIMPLE SAVE):

FEATURES Annual Fees ( one time)-

Rs.499/-

Renewal Fees ( per annum)-

Rs.499/-

Reward Point



1 Reward Point on every Rs. 100 that is spend using the Simply SAVE Advantage SBI Card

Welcome Offer



Rs. 100 cash back on first ATM cash withdrawal, if done within 30 days of receiving your card

Worldwide Acceptance



This card can be used in over 24 million outlets across the globe, including 3,25,000 outlets in India

Add-on Cards

Cash on the Go

Utility Bill Payment Facility

Flexi-Pay Easy Money

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Available for parents, spouse, children or siblings above the age of 18 

Cash can be withdrawn from over 1 million Visa or MasterCard ATMs across the globe Electricity, telephone, mobile and other utility bills can be paid using the Easy Bill Pay facility Convert transactions monthly installments.

in

easy

Get a draft or cheque against your cash limit

Chapter-4: CUSTOMER ACQUISITION ESPECIALLY IN CAPTIVE LOCATIONS AND HNIs The project is all about acquisition of non- customers especially HNI customers for selling of SBI products. The main objective is up-selling and cross-selling of SBI products to non-customers and customers respectively. In this project, I learned about the basic features about the products like personal loan, car loan, SBI card, SBI mutual fund and deposits. After that, I contacted the customers for cross- selling of products and tried to convince the customers to buy products as per their requirement. I also contacted some non- customers in the captive locations to convince them to buy the SBI products. I used the Personal Selling Process to acquire the customers. I got the name, contact number and address of the prospects from the bank, after that I approached customers directly by going to their office or home and some I contacted over telephone. After knowing the need of the customers, I proposed them the right product by describing its features, advantages and benefits. The customers asked me about their doubts regarding the products which was cleared and then some customers were ready to take the products at that point and some customers denied as they didn’t need the product at that time but promised to purchase the product at the later stage. In this process, I also got to know about their opinions about SBI and its product and services and how it is different from other competitive bank’s products.

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With all the limitations, I was successful in acquiring total of 130 customers as well non-customers for cross-selling and up-selling of SBI products. (Annexure-IV)

4.1. ANALYSIS AND INTERPRETATION AGE

GENDER 6%

1% 26%

38%

32%

62%

35% <18

18-25

25-40

40-60

60 above

Male

Female

OCCUPATION 11%

3%

19% 51% 6% 10% Salaried Person

Business Person

Professional

Student

Homemaker

Pensioner

Interpretation  

The survey was conducted for 100 customers. Most of the respondent are of the age group of 25-40, followed by respondent of age group, 40-60 and 18-25. In the survey, 62% of the respondents were male and only 38% of respondents are female. More than half of the respondents were salaried persons i.e. 51%, which is followed by 19% of business persons.

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1. Are you a customer of SBI? 17%

2. How long have you been the customer of the bank? 10%

30%

23%

14%

23% 83% Yes

No

3. Are you aware about the products and services provided by the bank?

<3 Years

3-6 Years

9-12 Years

Above 12 Years

4. Which product(s) have you availed from the bank? 10% 4% 43%

16%

33% 47%

6-9 Years

6% 21%

20% Yes

No

Not much

Deposit(s)

Loan(s)

Mutual Funds

Life Insurance

General Insurance

Credit Card

Interpretations 

 

Out of 100 respondents, only 83 are the customers of the bank and rest 17 are having banking relationships with other banks. Out of 83 respondents who are the customers of SBI, only 33% are aware about the products and services of the bank, 47% are aware about some of the products and services and rest 20% don’t know anything about the products and services of the bank. 30% of the respondents are banking with SBI for more than 12 years. Deposit products are availed by most of the customers i.e. 43%, which is followed by Loans i.e. 21%. Other products like mutual funds. General insurance, life insurance and credit cards are availed by very small number of the customers.

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5. Which kind of deposit account(s) do you have in the bank? 1% 3% 10% 11% 52% 16% 7% Savings Account

Current Account

Fixed Deposit

Recurring Deposit

Public Provident Fund

Atal Pension Yojana

Senior Citizen Savings Scheme

6. Which type of loan(s) have you availed from the bank? 17%

44%

13%

4%

Personal Loan

Car Loan

Home Loan

1% 3% Education Loan Property Loan

7. Which service(s) do you use? 7%

18% Gold Loan

Not taken any Loan

8. Are you aware of the Digital Products of the Bank?

24% 43% 11%

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58%

ATM Service

Internet Banking

Mobile Banking

Phone Banking

57%

Yes

No

Interpretations Majority of the respondents are having Savings Account in the bank i.e. 52% which is followed by Fixed Deposit (16%) and Recurring Deposit (11%).  In Loan segment, 44% of the respondents have not availed any loan from the bank. Only 18% have taken Home Loan, followed by 17% of Personal Loan and 13% Car Loan.  58% of the respondents use ATM service, followed by Mobile Banking (24%).  57% of the respondents are aware of the digital products of the bank but still 43% are unaware of it. 9. Do you use any of the digital products of the bank?

40%

10. Which App(s) do you use? 22%

11%

57%

53%

8% 1% 1% 7% Yes

No

No Response

SBI Anywhere

YONO

SBI Quick

SBI Buddy

SBI Bhim

Not using any App

Interpretations 53% of the respondents gave positive response towards the question whether they use digital product(s) of the bank, whereas 40% responded negatively and 7% didn’t respond to the question at all.  Out of the given responses, it was found that 57% of the respondents don’t use any digital Apps. Only 22% use SBI Anywhere, which has got highest positive response among other Apps, followed by YONO which is only 11%. 30 | P a g e

11. Do you get prompt service at the branches? 11%

23%

11%

29%

Always

26%

Often

Sometimes

Rarely

Never

13.What kind of problem(s) do you face in the bank?

12. Have you faced any kind of problem in the bank?

25% 37%

36%

18% 64%

Yes

20%

No

Technical Problem

Excessive/Hidden Charges

Bad Customer Service

Delay in Delivery

14. How quickly are your banking problem(s) addressed by the bank? 4% 2% 23% 28%

43% Immediately

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Within 24 Hours

Within 2-5 Days

More than A week

Not Addressed at all

Interpretations 29% of the respondent said they “sometimes” get prompt service at the branches, 26% said “often” which is followed by 23% of respondents who said they “always” get prompt service.  64% respondent said they have faced problems in the bank. Only 36% responded negatively.  Delay in Delivery is the most common problem faced by the respondents (37%), followed by technical problem (25%), bad customer service (20%) and hidden fees and charges (18%).  43% of the respondents said that their banking problems are addressed within 2-5 days, whereas 28% said, it takes more than a week to solve the problem. 15. How much are you satisfied with the products and services of the bank? 13%

21%

23%

43% Very Satisfied

Satisfied

Less Satisfied

Dissatisfied

Interpretations Out of 83 respondents, 21% are very satisfied, 43% are satisfied, 23% are less satisfied and 13% are dissatisfied with the products and services of the bank. 32 | P a g e

16. What is the reason(s) of choosing SBI? 8% 24% 18%

9%

16%

25% Brand Image

Highly Secred

Better Products and Services

Customer- Friendly

Widely available

Salary Account

17. Would you like to switch if better products and services will be provided by another bank?

36%

64%

Yes

No

Interpretations Out of 83 respondents, 25% said the reason of choosing SBI is it’s better products and services, whereas 24% said it’s because of the brand image, 18% said it’s because of its wide availability, 16% felt SBI is highly secured but only 9 % said the bank is customerfriendly and 8% said it’s because of the salary account they have with the bank, they are the customer of the bank. 33 | P a g e

 Most of the respondents (64%) said they will switch to other banks if better products and services are offered to them whereas 36% replied negatively to the question. 19. Which other bank are you associated with? 4% 24%

18%

20% 34% Allahabad Bank

Canara Bank

Andhra Bank

HDFC Bank

ICICI Bank

20. Why did you choose other bank(s) over SBI? 3%

9% 28%

15%

11% 11%

23%

Prompt Service

Customer- Friendly

Less Fees and Charges

Less Documentation

Good Communication

No Technical Problem

Better Products and Services

Interpretations 34% of the respondents are associated with Canara Bank, 24% with Allahabad bank and 20% with Andhra bank.  28% of the respondent said they chose other bank(s) over SBI due to its prompt service whereas 23% said it’s because of the customer- friendliness of the employees of the bank. 34 | P a g e

4.2. FINDINGS 1. Most of the customers are unaware of the products and services of the bank. 2. Deposit Products are the most availed products followed by Loan Products. 3. Savings Account is the most availed product in deposit category, followed by Fixed Deposit and Recurring Deposit. Other deposits such as Public Provident Fund, Senior Citizen Savings Scheme, Atal Pension Yojana etc. are hardly availed by customers. 4. In Loan Segment, more than one-third of the customers have not availed any loan due to requirement of more documents whereas Personal Loan and Home Loans are most availed products. 5. Awareness about the digital products of the bank is less among the customers. 6. Most of the respondents don’t use any mobile Apps. Some of the customers use SBI Anywhere and newly- launched YONO App. 7. Most of the customers have faced problems in the bank and complain about delay in delivery, bad customer service and technical problems, which are addressed late by the bank. 8. Most of the customers are satisfied with the products and services but are not loyal to the bank as they will switch to other banks if better products and services are provided to them. 9. It was found out that most of the customers chose SBI because of its better products and services, brand image and wide availability. 10. PSB’s like Canara Bank, Andhra Bank and Allahabad Bank are the major competitors of the bank in that area as they provide prompt and customer- friendly services.

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4.3. RECOMMENDATIONS 1. More branches should be established in neglected areas to get more helping hands for the customers. 2. Awareness about the digital products should increase to decrease the hassle of customers visiting the branch for a minor work. 3. Pensioners, Senior Citizens and women should have separate counter in the branches. 4. Customers should be suggested/ guided for investing the surplus money in Mutual Funds. 5. Loan procedure should be made simpler for the convenience of the customers. 6. A convenient help desk in every branch is required for helping the customers in solving their problems quickly. 7. Proper marketing of the products and services should be done to compete with the new generation banks. 8. Bank should operate in organized way so that prompt service can be given to each and every individual. 9. Technical Problems (ATM Service) should be handled properly and quickly. 10. Customer service of the bank needs to improve. Employees should be trained to deal nicely with the customers. 11. Customers should be informed through SMS about the debited or credited amount from their account.

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Chapter-5: GEO MAPPING (JAJPUR ROAD, JAJPUR) In the project entitled “Geo Mapping”, scanning of geographical areas has to be done to prepare a comprehensive dossier on all Institutions (Government and Private), Government organizations and Autonomous bodies in a particular area with specific reference to their nature of activity, staff strength along with their present bankers for creation of a database which could be mapped geographically and used for sourcing and development of business by various verticals in a structured manner.

5.1. List of Organizations Visited for Survey: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12.

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Vyasanagar Autonomous College Hotel Brahmani Odisha Forest Development Corporation Ltd. Vyasanagar Municipality Mount Litera Zee School Sri Gayatri Jewellers Tahasil Office The Gold Jewellers Hotel Suryansh Tez Honda Automobiles Om Sai Suzuki Automobiles Hotel Mirabel

5.2. DETAILS OF THE ORGANISATIONS Name of the Organization Address Number of Employees Current Bank Latitude Longitude Key Person Contact Number

Name of the Organization Address Number of Employees Current Bank Latitude Longitude Key Person Contact Number

Name of the Organization Address Number of Employees Current Bank Latitude Longitude Key Person Contact Number

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Vyasanagar Autonomous College Kanheipur, Jajpur Road, Jajpur-755019 160 State Bank of India 20.960986 86.116462 Ramesh Chandra Samal 9338546202

Hotel Brahmani Chorda By Pass, Jajpur Road, Jajpur755019 130 State Bank of India and Axis Bank 20.955414 86.134363 Sashikant Nayak 8457828900

Odisha Forest Development Corporation Ltd. Byasanagar, Jajpur Road, Jajpur755019 40 Canara Bank 20.945518 86.127193 06726-220443

Name of the Organization Address Number of Employees Current Bank Latitude Longitude Key Person Contact Number

Name of the Organization Address Number of Employees Current Bank Latitude Longitude Key Person Contact Number

Name of the Organization Address Number of Employees Current Bank Latitude Longitude Key Person Contact Number

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Vyasanagar Municipality Byasanagar, Jajpur Road, Jajpur755019 120 State Bank of India 20.945326 86.128661 Debananda Rout 9124294459

Mount Litera Zee School Kusunpur,Kalinganagar, Jajpur Road, Jajpur-755026 130 State Bank of India and Axis Bank 20.965319 86.092898 Prakash Kumar Behera 9776533588

Sri Gayatri Jewellers Chorda By-Pass Road, Jajpur Road, Jajpur-755019 8 State Bank of India 20.952780 86.131887 Sudhir Kumar Bhukta 9439087563

Name of the Organization Address Number of Employees Current Bank Latitude Longitude Key Person Contact Number

Name of the Organization Address

Tahasil Office Byasanagar, Jajpur Road, Jajpur755019 50 State Bank of India 20.945819 86.128475 Lokanath Mohapatra 7381140955

Latitude Longitude Key Person Contact Number

The Gold Jewellers Chorda By-Pass Road, Jajpur Road, Jajpur-755019 10 State Bank of India and Allahabad Bank 20.948571 86.135757 Basanta Kumar Bihari 9658887551

Name of the Organization Address Number of Employees Current Bank Latitude Longitude Key Person Contact Number

Hotel Suryansh Jajpur Road, Jajpur-755019 120 HDFC Bank 20.951130 86.133534 Tapan Kumar Rout 9338016600

Number of Employees Current Bank

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Name of the Organization Address Number of Employees Current Bank Latitude Longitude Key Person Contact Number

Tez Honda Automobiles Byasanagar, Jajpur Road, Jajpur755019 26 State Bank of India 20.946236 86.138552 Raj Kishor Rath 7504991301

Name of the Organization Address Number of Employees Current Bank Latitude Longitude Key Person Contact Number

Om Sai Suzuki Automobiles Santara, Dala, Jajpur-755019 33 Corporation Bank 20.942147 86.153550 Prashant Mishra 9439383540

Name of the Organization Address Number of Employees Current Bank Latitude Longitude Key Person Contact Number

Hotel Mirabel Jajpur Road, Jajpur-755019 35 State Bank of India 20.949404 86.132158 M.K.Bal 8114370739

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5.3. ANALYSIS AND INTERPRETATIONS Does the organisation bank with SBI?

1. Which Product(s) have you availed from the bank?

3

3

9

9 Yes

No

Deposit Products

2. What kind of account(s) does the organisation have with SBI?

Loan Products

3. Which kind of advance(s) have you taken from the bank? 2

2

1

1 6

9 Loan Account

Current Account

Working Capital Finance Savings Account

Term Loan

Not taken any advance

Interpretations   

Out of 12 Organizations which are survey, 9 are the customers of SBI and 3 are not. Out of 9 organizations who are the customers of SBI, all have availed Deposit Products and 3 have availed Loan Products from the bank. Out of 9 Organizations, all of them have Current Account in the bank, 2 have Savings Account and only 1 Organization have availed Loan from the bank. Most of the organizations (6) have not taken any advance from the bank. Only 2 Organizations have taken Working Capital Finance and 1 has taken Term Loan from the bank.

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5. Which service(s) do you avail from the bank?

4. Are you satisfied with the advance procedure of SBI?

1

4

3

8

4

2

Yes

No

RTGS

Don't Know

7 NEFT

Internet Banking

Remittance

6. Have you availed non-fund based products from SBI? 1

8 Yes

No

Interpretations  

4 Organizations replied positively that they are satisfied with advance procedure of the bank, 3 said they don’t know about it and 2 replied negatively. 8 Organizations use RTGS, followed by NEFT which is used by 7 Organizations. Internet Banking and Remittances are used by 4 and 1 Organization respectively. Out of 9 Organizations, 8 replied that they have not taken any non-fund based products from SBI.

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7. Which non-fund based product have you availed?

8. Do you have Demat Account with the Bank?

1

1

8

8

Bank Guarantee

Not taken any product

9. How do you make/ receive payment(s) to/ from the vendors?

Yes

No

10. Do the employees having salary account avail loan from the bank?

3

2

6 7 Single

Bulk

Yes

No

Interpretations Only 1 Organization have availed non-fund based product of the bank i.e. Bank Guarantee.  Only 1 Organization have demat account with the bank, rest all replied negatively to the question.  Out of 9 Organizations, 6 make payment(s) to the vendors singly through cheques and rest 3 make bulk payments.  Most of the organization (7) said their employees don’t avail loan from the bank and only 2 replied positively.

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11. Do the employees have any kind of deposit account with the bank?

12. Which kind of deposit(s) the employees have with the bank? 2

2

4 7 Yes

Savings Account

No

7

Fixed Deposit

Not taken any product

13. Have the employees availed any crossselling product(s) from the bank?

3

6

Yes

No

Interpretations 7 Organizations said their employees have availed Deposit Products of the bank and 2 replied negatively.  Most of the employees have Savings Account in the Bank followed by Fixed Deposit.  Out of 9 Organizations, 6 said that their employees have availed cross-selling products from the bank and 3 replied negatively.

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14. Which cross-selling product(s) is availed by the employees from the bank? 3 5

2

3 Life Insurance

General Insurance

15. Does the organisation use any of the digital products of the bank?

Credit Card

Not taken any product

16. Which digital product(s) does the organisation use? 3

4 5

5

1 Yes

No

CINB

SBI Collect

Not using any product

Interpretations Most availed cross-selling product is Life Insurance, followed by General Insurance and Credit Card.  Only 4 Organizations said they use digital products of the bank, rest 5 denied.  Most of the organizations i.e. 3 use Corporate Internet Banking, 1 uses SBI Collect but rest 5 Organizations don’t use any digital products of the bank. 46 | P a g e

17. Are you satisfied with the products and services of SBI?

18. What is the reason(s) for choosing SBI? 1 5 4

4 5

5 Geographical Proximity Personalized Service Brand Image

Yes

No

Government rule to have deposit account with SBI

20. Which other bank(s) are you associated with?

21. What benefits/ service do you get from other bank(s)?

1

3

3 2

5

1

2

Axis Bank

HDFC Bank

Corporation Bank

Allahabad Bank

Canara Bank

1 2 Prompt Service

Less Documentation

Less fees and Charges

Good Customer Service

Interpretations   

5 Organizations are satisfied with the products and services of the bank, rest 4 are dissatisfied with the bank. Most of the Organizations chose SBI due to geographical proximity, personalized services and brand image. 3 Organizations are associated with Axis Bank and 2 with HDFC Bank and Allahabad bank, which are the major competitors. Most of the Organizations said the reason of choosing other bank(s) is prompt and good customer service.

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5.4. FINDINGS 1. Most of the organizations have Deposit Account(s) with the bank and some of them have Loan Account(s) as well. 2. In deposit segment, most of the organizations have Current Account. 3. Most of the organizations have not taken any advances from the bank as they are not satisfied with the advance procedure. 4. RTGS and NEFT are the most used services. Internet Banking and Remittances are used only by few organizations. 5. Almost all of the organizations have not taken any non-fund based products as well as Demat Account from the bank. 6. Most of the employees of the organizations have not taken any loan from the bank but they have Deposit Account with the bank like Savings Account and Fixed Deposit. 7. Most of the employees in the organizations have availed crossselling products from the bank such as Life Insurance, General Insurance and Credit Cards but Mutual Fund is not availed by any of the employees of the organization. 8. Most of the organizations don’t use digital products of the bank. Some of them use Corporate Internet Banking and SBI Collect only. 9. Half of the organizations are satisfied with the products and services of the bank. 10. The reason(s) of choosing SBI by most of the organizations is geographical proximity, personalized services and brand image. 11. Major competitors of the bank are the new- generation private banks such as Axis Bank and HDFC Bank as they provide prompt and good customer service.

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5.5. RECOMMENDATIONS 1. The bank needs to reduce documentations for the Loan segment so that the organizations and its employees don’t have to switch to other banks. 2. The bank should promote its new digital products in social media like Facebook, Instagram, and Twitter where youth population is more. 3. Customers as well as organizations should be guided for investing the surplus money in mutual funds. 4. The bank needs to provide prompt and good customer service to retain its customer base. 5. Monthly transaction statement should be given to the organizations.

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Chapter-6: CONCLUSION From the Project entitled “Customer Acquisition in captive locations (HNIs) and scanning of geographical areas (Geo Mapping)”, it can be concluded that SBI has a huge customer base and most of the customers as well as organizations are banking with SBI since many years due to its brand image, wide availability and better products and services. But now-a-days, SBI customer base is starting to decline as the customers are switching to other banks which provide customer-friendly and prompt services. Most of the customers as well as organizations are dissatisfied with SBI due to its bad customer service and delay in delivery, which needs to be taken care of soon, to avoid decline in Bank’s image. Awareness among the customers and organizations, about the products and services as well as digital products is very less which should be increased by the bank by promoting the products in different platforms by appointing employees in different areas, to compete with the new generation banks. Also, the loan procedure should be made simpler for the convenience of the organizations as well as customer. If all these things are taken care of at the correct time, State Bank of India will remain the big brother of all the banks forever.

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ANNEXURE-I CUSTOMERS PERCEPTION TOWARDS STATE BANK OF INDIA IN JAJPUR ROAD, JAJPUR

{This survey is carried out purely for academic purpose. The information provided by you will remain strictly confidential. Kindly cooperate us by proving relevant information.} Name of Respondent- Mrs./Ms./Mr.______________________________________ Age- (a) <18 ( ) 18-25 ( ) 25-40 ( ) 40-60 ( ) 60 above ( ) Gender- a) Male (

)

(b) Female (

)

Occupation- (Salaried Person/ Business Person/ Professional/ Student/ Homemaker/Pensioner) 1. Are you a customer of State Bank of India? (Yes/No) 2. How long have you been the customer of the bank? (Less than 3 Years/ 3 - 6 Years/ 6 - 9 Years / 9 – 12 Years/ 12 Years above) 3. Are you aware about the Products and Services provided by the bank? (Yes /No /Not much) 4. Which Product(s) have you availed from the Bank? (Loan(s)/ Deposit(s)/ Mutual fund/ Life Insurance/ General Insurance /Credit Cards) 5. Which kind of deposit account(s) do you have in the bank? (Saving Account/ Current Account/ Fixed Deposits/ Recurring Deposits/ Public Provident Fund/ Senior Citizen Savings Scheme/ Atal Pension Yojana)

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6. Which type of loan(s) have you availed from the bank? (Personal Loan/ Car Loan/ Home Loan/ Gold Loan/ Education Loan/ Property Loans/ Not taken any Loan) 7. Which Service(s) do you use? (ATM service/ Internet Banking/ Mobile Banking/ Phone Banking) 8. Are you aware of the Digital Products of the Bank? (Yes/No) 9. Do you use any Digital Product of SBI? (Yes/No) 10.Which App(s) do you use? (SBI Anywhere/ YONO/ SBI Quick/ SBI Buddy/ SBI Bhim/ Not using any App) 11.Do you get prompt services at the branch? (Always/ Often/ Sometimes/ Rarely/ Never) 12. Have you faced any kind of problem in the Bank? (Yes/No) 13.What kind of problem(s) do you face in the Bank? (Technical Problem/ Excessive/ Hidden Charges/ Bad Customer Service/ Delay in delivery) 14.How quickly are your banking problems addressed by the Bank? (Immediately/ within 24 Hours/ within 2-5 business days/ More than a week / Not addressed at all) 15.How much are you satisfied with the Products and Services of SBI? (Very Satisfied / Satisfied / Less Satisfied/ Dissatisfied) 16.What is the reason of choosing SBI? (Brand Image/ Highly Secured/ Better Products and Services/ Customer –Friendly/ Widely Available/ Salary Account) 17. Would you like to switch if better products and services will be provided by another Bank? (Yes/No)

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18.Suggestion for betterment of Products and Services of SBI _____________________________________________________________ _____________________________________________________________ _____________________________________________________________ 19. Which other bank are you associated with? (Allahabad Bank/ Canara Bank/ Andhra Bank/ ICICI Bank/ HDFC Bank) 20. Why did you choose other bank over SBI? (Prompt Service/Customer Friendly/Less Fees and Charges/Less Documentation/Good Communication/ No Technical Problem/ Better Products and Services)

Thank You!!!

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ANNEXURE-II Questionnaire on Geo Mapping (SBI Jajpur Road) This survey is taken for academic purpose. The information provided by you will remain strictly confidential. Please cooperate with us by providing the relevant information. __________________________________________________________________ Name of the Organization: Address: Number of Employees: Key Person(s): Does the organization bank with SBI? (YES / NO)  If YES: 1. Which Product(s) have you availed from the Bank? (Deposit Products/ Loan Products/ Others) 2. What kind of account(s) does the organization have with SBI? (Loan Account/ Current Account/ Others) 3. Which kind of advance(s) have you taken from the bank? (Working Capital Finance /Term Loans / Others) 4. Are you satisfied with the advance procedure of SBI? (Yes / No / Don’t Know ) If Not: In which Area? 5. Which service(s) do you avail from the bank? (RTGS/ NEFT/ Internet Banking/ Remittances /Others) 6. Have you availed non-fund based products from SBI? (Yes/ No) If yes: Which Product have you availed? a. Letter of Credit b. Bank Guarantees c. Deferred Payment Guarantee d. Others 7. Do you have Demat Account with the bank? (Yes / No) 8. How do you make/ receive payment(s) to/from the vendors? ( Bulk / Single) 9. Do the employees having salary account, avail loan from the bank?(Yes / No) If yes, what are they? Please elaborate.

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10.Do the employees have any other kind of deposit account with SBI? (Yes / No) If Yes: Which kind of deposit they have? 11.Do the employees avail any cross-selling product(s) from the bank? (Yes /No) If Yes: Which product(s) is/are availed by them? a. SBI Life Insurance b. SBI General Insurance c. SBI Mutual Fund d. SBI Card e. Others 12. Does the organization use any of the digital products of the bank? (Yes/ No) If Yes: Which digital product(s) does the organization use? a. RINB, CINB, SBI Buddy, YONO, SBI e Pay, SBI Aadhar Pay b. SBI Collect c. POS d. Bharat QR e. Others 13.Are you satisfied with the products and services of SBI? (Yes / No) 14.What is the reason(s) for choosing SBI? (Geographical Proximity/Personalized Service/ Brand Image/ Government rule to have deposit account with SBI/Others) 15.What can SBI offer you more? _____________________________________________________________ _____________________________________________________________  If NO: a) Which bank(s) are you associated with? b) What benefits/Service do you get from other bank(s)? _____________________________________________________________ _____________________________________________________________ _____________________________________________________________ c) How can SBI help you? _____________________________________________________________ _____________________________________________________________ _____________________________________________________________ Thank You!!!

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ANNEXURE-III

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REFERENCES 1. www.sbi.co.in 2. https://www.onlinesbi.com 3. http://bfsi.eletsonline.com/sbi-unleashing-the-digital-journey-inbanking/ 4. https://www.ndtv.com/business/state-bank-of-india-yono-appopen-sbi-digital-account-in-less-than-five-minutes-1784143 5. https://bonnevie.news/state-bank-indias-digital-transformationtaking-digitisation-flame-digital-2-0-digital-3-0/ 6. https://www.bloomberg.com/research/stocks/private/snapshot.asp? privcapId=874487 7. https://business.mapsofindia.com/banks-in-india/state-bank-ofindia.html 8. https://www.ndtv.com/business/stock/state-bank-ofindia_sbin/reports 9. http://www.referenceforbusiness.com/history2/22/State-Bank-ofIndia.html 10. https://www.sbicard.com/en/personal/creditcards/shopping/simplysave-advantage-card.page

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