PROJECT WITH SPECIAL REFERENCE TO STATE BANK OF INDIA

SUBMITTED TO, MR. KAILAS.K.P ASST. PROFESSOR

CHAPTER-1 INTRODUCTION

The new millennium will be the most challenging era for most of the companies delivering goods and services to the customers directly through their network. The increasing competition in the global market will be making the existence of companies difficult as the customers enjoy kingpin of their business. The increasing competition in the market for the goods and services will provide the best options to the consumer towards the customer value, satisfaction and the delight chain. Hence it becomes the prime importance to the company to analyze the consumer behaviour in the right perspective and develop customer care and relationship with a view to build the long term relationship in the business. Managing customer relationship is a method of those companies used to interact with customers. The method includes employee training and special purpose CRM (Customer Relationship Management) software. There is an emphasis on handling incoming customer phone calls, e-mail and information collected by CRM software may also be used for promotion and surveys.

Jagdish Seth and Parvatyar also defines Relationship Management as an Ongoing process of engaging in cooperative and collaborative activities and programmes with immediate and end user customer to create or enhance mutual economic at reduced cost.

Customers interacting with a company perceive the business to provide real time customer services by developing a relationship with each valued customers through the effective use of individual account information. Customers Relationship holds the major driver of company profitability is the aggregate value of the companys customer base.

Objectives of the study The primary objective is to study or access the relationship of customers with the company, which is very essential in the Modern Business World. Other objectives are: To analyze whether the organization is having good customer relations.

To identify the factors this mostly influences the customer relationship with the company.

To identify whether the customer relationship influences the customers to be loyal to the organization.

To identify whether loyal customer serve as advertisement by word of mouth communication.

Scope of the study Customer relation is concerned with the development and maintenance of mutually beneficial relationship with strategically significant partners. Its focus is the creation of long term values and not just short term profits, for the company and its entire works with. The scope of customer relation of company thus be defined according to its constituencies, how long term value can be created for and with them and benefits of doing so.

Significance of the study The major significance of this project is to collect information about customer needs and behaviour which are very much essential to develop a strong relationship with the company. This study always helps them to know about different types of customers and the methods to serve them in most suitable way and great satisfaction. This study may be helpful to access the

different techniques to identify the behaviour and needs of customers thereby the study helps to acquire more knowledge on customers relationship.

Methodology of the study Methodology refers to various methods used by the researcher right from the date of collection and various techniques and for inference. The required data for the study are collected from the Primary data and Secondary data. Primary Data These data are those which are collected fresh and for the first time and thus happen to be original in character. Methods of collecting Primary Data (i) (ii)
(iii)

Observation method Interview method Questionnaire method.

Secondary Data These data are those which have been already been collected by someone and this data has already been passed through a statistical process. Methods of collecting Secondary Data
(i) (ii)

Technical and Trade Journals, Books, Diaries, Magazines. Reports prepared by research scholars, economists etc in different fields.

(iii)

Company websites.

Sampling Sampling is the process of selecting certain number of items from the given population. From this project study, Convenience Sampling is taken, because the study can be conducted as per the convenience of the respondents. Sampling Size Sample size selected for the study is 30. Tools used for the study The mathematical tool used in the study is simple percentage analysis and for graphical representation, bar diagram is used.

Limitations of the study

(i)

If the managers are busy with their official programmes, so it was difficult to spare their time for a detailed discussion.

(ii)

In order to get a detailed knowledge about an organization, the researcher must visit all its branches, which is dispersed in several areas, so traveling and lack of time were major problems faced by the researcher.

(iii)

Lack of experience of the researcher.

CHAPTER-2 PROFILES

INDUSTRY PROFILE Financial services refer to services provided by the financial industry. The financial industry encompasses a broad range of organizations that deals with Management of Money. Among these organizations are Banks, Credit Card Companies, Insurance Companies, Consumer Finance Companies, Stock brokerages, Investment funds and some Government sponsored enterprises.

Banks A Commercial Bank is what commonly referred to as simply a Bank. The term Commercial is used to distinguish it from an Investment Bank, a type of financial services entity which, instead of Money directly to a business, helps to raise money from other firms in the form of bonds (debts) or stock (equity). Banking in India originated in the last decades of the 18th Century. The oldest bank existing in India is the State Bank of India, a

government owned bank that traces its origins back to June 1806 and that is the largest commercial bank in the country. Central banking is the responsibility of the RBI, which in 1935 formally look over these

responsibilities from the, then Imperial bank of India regarding it to Commercial Banking Functions. After Indias independence in 1947, Reserve Bank was nationalized the 14 largest Commercial Banks, the Government Nationalized the six next largest in 1980. Currently India has 88 Scheduled Commercial Banks (SCBs) 27 Public Sector Banks (that is with the Government of India holding a state) 31 Private Sector Banks (there do not have Government Stakes, they may be publicity listed and traded on stock exchanges) and 38 foreign banks. They have a combined network of over 53000 branches and 17000 ATMs. During the initial phase, the Growth was very slow and the banks also experienced periodic failures between 1913 and 1948. There were approximately 1100 banks, mostly small. Reserve Bank of India was vested with extensive powers for the supervision of banking in India as the Central Banking Authority. Global slow has continued to affect the International Markets. But the Domestic Markets have already seen a reversal especially in the Banking

and Financial sectors. An obvious parameter is that the large scale expansion plans are going a head full speed in manufacturing firms in these sectors. Banking Services The primary operations of banks include. o Keeping money safe which is also allowing withdrawals when needed. o Insurance of cheque books so that bills can be paid and other kinds of payments can be delivered by post. o Provide personal loans, commercial loans and mortgage loans (typically loans to purchase homes, property or business) o Issuance of Credit Cards and processing of credit card transactions and billing. o Issuance of Debit Cards for using as a substitute for cheques. o Allows financial transactions at branches or by using anytime, Automatic Teller Machine (ATMs) o Provides Wire Transfers of Funds and Electronic Fund Transfer between banks. o Facilitation of standing orders and direct debts, so payments for bills can be made automatically.

o Provide overdraft agreement for the temporary advancement of the banks own money to meet monthly spending commitments of a customer in their current account. o Provide charge card advances of the banks own money for customers wishing to settle credit advances monthly.
o Provide a cheque guarantee by the bank itself and prepaid by

the customer, such as a cashier cheque or certified cheque. o Notary Services for financial and other documents.

Other Type of Bank Services

o Private Banking Private Banks provides banking services

exclusively to high net worth individuals. Many financial service firms require a person or family to have a certain minimum net worth to qualify for private banking services. Private Banks often provides more personal services, such as wealth management and tax planning, than normal retail banks.
o Capital Market Banks Banks that underwrite debt and equity

assist company deals (advisory services, underwriting and

advisory fees) and restructure debts into structured finance products.

o Bank Card - Include both Credit Cards and Debit Cards.(Bank

of America is the largest issued of bank cards)

o Credit Card Machine Services and Networks Companies

which provide Credit Card Machine and Payment Networks call themselves Merchant Card Providers.

COMPANY PROFILE The evolution of State Bank of India can be traced back to the first decade of 19th century. It began with the establishment of the Bank of Calcutta in Calcutta, on 2 June 1806. The bank was redesigned as the Bank of Bengal, three years later on 2 January 1809. It was the first ever joint stock bank of the British India, established under the sponsorship of the Government of Bengal. Subsequently, the Bank of Bombay (established on 15 April 1840) and the Bank of Madras (established on 1 July 1843) followed the Bank of Bengal. These three banks dominated the modern banking scenario in India, until when they were amalgamated to form the Imperial Bank of India, on 27 January 1921.

An important turning point in the history of the State Bank of India is the launch of the Five Year Plan of Independent India in 1951. The plan

aimed at serving the Indian economy in general and the rural sector of the country, in particular. Until the plan, the commercial banks of the country, including the Imperial Bank of India, confined their services to the urban sector. Moreover, they were not equipped to respond to the growing needs of the economic revival taking shape in the rural areas of the country. Therefore, in order to serve the economy as a whole and rural sector in particular, the All India Rural Credit Survey Committee recommended the formation of a state partnered and state sponsored bank.

State Bank of India (SBI) is that countrys largest commercial bank. The government controlled bank. The Indian government maintains a stake of nearly 60 percent in SBI through the Central Reserve Bank of India, also operates the worlds largest branch network, with more than 13,500 branch offices throughout India staffed by nearly 2,20,000 employees. SBI is also present world wide, 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. Long an arm of the Indian policies. SBI has been forced to revamp its operations since competition was

introduced into the countrys commercial banking system. As part of that effort, SBI has been rolling out its own network of automated teller machines, as well as developing anytime anywhere banking services through internet and other technologies. SBI has also taken advantage of deregulation of the Indian banking sector to enter the banc assurance, asset management, and securities brokering sectors. In addition, SBI has been working on reigning in its branch network, reducing its payroll, and strengthening its loan portfolio. In 2003, SBI reported revenue of $104.81 billion.

Every year millions of people make wise investment decisions, provide them with stress free loan options and aid them in their varied

financial needs and are happy to be a part of customers live and continue to offer fast, efficient, and reliable services and always offer customer personalized services and upgrade the packages offered and facilities to suit and satisfy customer needs.

Board of Directors State Bank of India is headed and managed by Chairman Managing Director Branch Manager Shri. O. P. Bhatt. Shri.R. Sridharan. Shri.K. Sreenivasan. [State Bank of IndiaCivil Station Alappuzha branch]

Executive Managers Shri. Ashok Jhunjhunwala. Shri. Dileep Choksi Shri. S.Venkatachalam. Shri.D. Sundaram. Shri .G.D. Natat. Shri. Dr. Mrs. Vasantha Bharucha.

Shri. Rajiv Kumar Shri. Ashok Chawla Smt. Shyamala Gopinath.

Principal Competitors ICICI Bank; Bank of Baroda; Canara Bank; Punjab National Bank; Bank of India; Union Bank of India; Central Bank of India; HDFC Bank; Oriental Bank of commerce.

Administrative Set up of State Bank of India The corporate centre of SBI is located in Mumbai. In order to cater to different functions, there are several other establishments in and outside Mumbai apart from the corporate center. The bank is having 14 local head offices and 57 zonal offices, located at major cities throughout India. It is recorded that SBI has about 1000 branches, well networked to cater to its customers throughout India.

Principal Subsidiaries. Bank of Bhutan (Bhutan); Indo Nigerian Merchant Bank Ltd(Nigeria); Nepal SBI Bank Ltd(Nepal); SBI(U.S.A); SBI(Canada); SBI Capital Market

Ltd; SBI Cards & Payments Services Ltd; SBI Commercial and International Bank Ltd; SBI European Bank(U.K); SBI Factors & Commercial Services Ltd; SBI Funds Management Ltd; SBI Gilts Ltd; SBI Home Finance Ltd; SBI Securities Ltd; State bank International Ltd (Mauritius); State Bank of Bikaner & Jaipur; State Bank of Hyderabad; State Bank of Indore; State Bank of My sore; State Bank of Patiala; State Bank of Saurastra; State Bank of Travancore.

DEPARTMENT PROFILE

Customer Service Department State Bank of India customer service enables a large number of customers of the largest bank in India to get assistance for various problems that they face while getting a product or service from the bank. State Bank of India Customer Care Representatives provides answers to the commonly asked questions and queries of the customers thereby making them fully aware of the services they are looking for. As a customer, any one can check the various products/services offered by the bank and find convenience answers for a number of questions. Moreover customers can meet the senior executives of State Bank of India on the 15th of every month within 3.00 p.m

to 5.00 p.m without getting prior appointment in order to discuss various issues relating with banking accounts or transactions asked questions and queries of customers thereby making them fully aware of the services they are looking for.

Marketing Department In State Bank of India, the marketing departments, which are managed by group of experts who have great experience in the field, were target mainly to increase investments in the organizations adopting various measures to attract the customers. Marketing involves all the activities which ensure profitable market for a product. That is through better advertisements about the interest rates for loans and other offer made by the organization. The marketing departments always maintain a profitable relationship with customers. And it also makes efforts to identify the disputes and complaints of customers and make possible measures to send it to customer service department. The main aim of this department is to increase profitability of the organization through attracting and capturing new customers into the business.

Administrative Department Administrative department is the top most departments of the organizations. In State Bank of India, the organization is managed and controlled by the administrative department, which consists of Board of Directors: it includes Chairman, Managing Director, and Assistant managing directors. Board of Directors

CHAIRMAN

MANAGING DIRECTOR

ASSISTANT MANAGING DIRECTOR

This department is engaged in planning the various activities of the bank and getting the plans implemented. The main function of this department is the collection, analysis and dissemination of information that would help in planning and implementation of activities. The responsibilities of this department include office administrated activities like data entry, filing, documentation and legal matters.

The objectives of this department are: It acts as an information centre. It coordinates the functions of all other departments. Under takes safe custody and maintenance of assets. Preparation of legal documents and conveying legal matters to other departments.

Finance & Accounting Department Finance is the life blood of every business. So there must be finance department for each and every organization. Finance is inevitable for the efficient conduct of the organization. Finance department has the responsibility to raise the adequate finance and ensure its proper utilization. A separate section of finance is set up to deal with the overall records relating to receipts and payments of cash in the bank, where the volume of transaction is fairly large. It maintains the cash book and petty cash book, prepares and maintains cash vouchers and other cash records. In State Bank of India Finance department is classified into finance sections and account sections.

Finance section usually deals with

Raising of funds: Funds are raised considering the financial requirement of various departments.

Allocation and Utilization of funds: Allocation of finance in different departments is done after considering their requirements through Cost Benefit Analysis. The relative significance of these activities that consume finance also deserves consideration.

FINANCE

RAISING OF FUNDS

ALLOCATION & UTILISATION FUND

FUNDS

Account section usually deals with

 Finalization of accounts. Payment of salary or wages Purchase payment or other related activities The operating results of a business as well as its financial [position can be ascertained only through the systematic record of transactions.

Personnel department This department is an important department, performing a number of functions like recruitment training, placement etc that s wage or salary payments, promotion, transfers, provide welfare measures, enter into contact for handles labour problems, disputes, keep employment record and so on . It has also deals with lots of paper works and maintains large number of records to perform their functions.

Personnel departments includes the following functions 1. Manpower Planning It is the process of ensuring the right number and kind of employees at the right place, at the right time, capable of effectively completing those

tasks that helps the organization to achieve its goal,. It comprises three key elements.

Manpower assessment Work force forecast Staffing programme 2. Advisory role It provides advices to the management to require Human Resource Management (HRM). It allocates responsibilities based on hierarchy can influence how strongly individuals can be motivated to seek advancement. This hierarchy encourages individuals to listen to people because they are in the position of powers rather than because they have greater expertise. 3. Training and Development Any employees coming under the organization must trained efficiently and developed. Performance has to be evaluated i.e, if there is any insufficiency is provided.

Department of Information Technology (DIT) (i). Computerization in SBI (Regional Offices and Central Office Departments) (ii). Design and development of projects for use of banks and financial institutions and (iii). Monitoring progress of technology in banks.

(i)

Computerization in SBI DIT has been concentrating on computerization of all activities

undertaken in the Banking Department (Deposit Accounts Department, Public Accounts Department, Public Debt Office, Establishment Section and Central Accounts Section) and the Issue Department (Currency Chest Management and Accounting) which have impact on the balance sheet of the Reserve Bank. These departments also extend customer service.

Computerization of these departments, therefore, aims at ensuring better house keeping and efficient customer service. The tasks undertaken involve acquisition of hardware, development of software, its audit and up gradation. This task has been completed more or less and the process of further up gradation is on hand. Support is extended to specialized departments in preparation of systems requirement specifications (SRS) and request for

proposal (RFP) and developing or outsourcing the software for successful implementation of projects.

(ii)

Design and Development of Projects for use of Banks and Financial Institution The projects developed so far and those listed for developments

are in the process of development which directly helps systemic efficiency are as under:

1. Projects already developed MICR cheque processing at four metros (Mumbai, New Delhi, Calcutta and Chennai) with image technology (July - October 1999) Electronic Clearing Services (debit and credit) at 15 centers where RBI has its offices and 30 centres managed by SBI.

Electronic Funds Transfer at four metros and its extension to Hyderabad, Ahmadabad and Bangalore.

2. Project in the process of development Indian Financial Network (INFINET) Securities Settlement System (SSS) and Negotiated Dealing System (NDS) Centralized Funds Management System (CFMS) Structured Financial Messaging Solution (SFMS) Real Time Gross Settlement (RTGS)

(iii)

Monitoring Progress in computerization and networking to achieve targets set by the Central Vigilance Commission of coverage of 70% of their business by computerization. Setting up MICR Cheque Processing centers at non-metros Adoption of standardization in the area of hardware, operating system and communication platforms Development of generic architecture (tree or star topology for domestic and cross border connectivity)

PRODUCT PROFILE

Gold Savings Schemes Gold Savings Scheme (GSS) is in the nature of fixed deposit in gold. The customers can deposit their idle gold under GSS which will provide them safety, interest earnings, tax benefits and a lot more. Features of GSS PURPOSE: To mobilize the idle gold in the country and put it into productive use. To provide the customers an opportunity to earn interest income on their idle gold holding. ELIGIBILITY: Any resident Indian of the following categories: i. ii. iii. iv. Individual singly or jointly (as Former or Survivor) Hindu Undivided Family (HUFS) Companies Trusts

MINIMUM QUANTITY: 500 grams (Gross) PERIOD OF DEPOSITS: 3 years, 4 years, 5 years ACCEPTANCE OF GOLD: Gold bars, Gold coins, Jewelers etc will be accepted in scrap form only. Customers must submit an application form,

identification proof, address proof, inventory form and provisional receipt issued at the time of acceptance of gold. NOMINATION FACILITY: Available for deposits in single names in individual capacity. TRANSFERABILITY: Transferable endorsement and delivery transfer to be noted with nodal branch. REPAYMENT: Option to take repayment of principal either in gold or equivalent rupees as on the date of maturity. LOAN FACILITY: Rupee loans available at any branch of SBI up to 75 % of the notional value of gold. TAX BENEFITS: Exemptions from Income tax, Wealth tax and Capital Gains Tax Available

Money Transfer SBI money transfer allows real time Money Transfer. It is the easiest way to send money back home. This facilitates the customers to send money to family members and friends at low cost and with very high exchange access to value. money The money transfer facility enables sent from abroad to relatives or

Instantaneous

friends in India. Infact the disbursal of money takes less than 10 minutes.

This money transfer ensures customers funds

fast and

secures transfer

from anywhere in the world to India in time and

backs by our unique system that is designed to transfer money in the fastest and the most secured way.

Investments SBI offers to customers an attractive investment opportunities in fully secured bonds which carry attractive interest rates as per the details given in enclosed offer document and are backed by traditions over 120 years old and value based management of the group. SBI have the top time rating from Fitch ensuring adequate safety to their investments made with the organization. Needless to say all bounds are backed by adequate deposits of gold in the personal lockers. The unmatched security for all investments made with them, its very unique in the world of finance.

Personal banking State bank of India offers a wide range of services in the Personal Banking Segment .their products are designed with flexibility to suit the

requirements of customers. And they can enjoy 24 hour facility through ATM- growing speedily it has crossed the 5000 mark. One can experience a whole new world of banking at their newly opened Personal Banking Branches (PBBs) often dubbed boutique branches by other. Customer friendly knowledgeable staff will cater to customers financial requirement with speed and efficiency. Personal Banking includes: SBI Term Deposits. SBI Loan for Pensioners. SBI Recurring Deposits. Loan against Mortgage Property. SBI Housing Loan. SBI Loan against Shares and Debentures. SBI Car Loan. Rent plus Scheme. SBI Educational Loan. Medi-plus Scheme. SBI Personal Loan. Rate of Interest.

 e-Invest (ASBA)-IPO. Deposit Schemes Whatever customer needs an investment of customers surplus funds for customers childrens education and marriage. They will find a product from SBI that suits the customers requirements, delivered at a branch close to customers. Open an account with any procedure of SBI branches, all of them are fully computerized, and realize the advantage of SBI vast network. Place funds in Multi Option Deposits Scheme, a term deposit which is not fixed at all and comes with a unique break-up facility which provides customer full liquidity as benefits of higher rates of returns, through customers saving bank account. Alternatively, keep that deposit intact by availing an overdraft facility, to meet customers occasional temporary funds requirements. Deposits Schemes includes: Current Account. Savings Bank Account. Term Deposits. Special Term Deposits. Multi Option Deposits. Premium Savings Account.

 SBI Tax Savings Scheme. Rate of Interest on Domestic Term Deposits. Recurring Deposits Account. Basic Banking. No Frills Accounts Savings plus Account.

Personal Finance State Bank of India has a variety of schemes under Personal Finance to satisfy varying needs of the banking public. The bank offers the following schemes with attractive rates of interest: Housing Loan Property Loan Car Loan Educational Loan Personal Loan Loan to Pensioners Credit Khazana Loan against Shares/ Debentures

 Loan for ESOPS Festival Loans Tribal-plus Scheme EMI Calculator

Products offered by SBI to Industrial sectors are as follows: Working Capital Finance. Project Finance. Deferred Payments. Guarantees. Corporate Term Loans. Structured Finance. Dealer Financing. Channel Financing. Equipment Financing. Loan Syndication.

Financing Indian Firms Overseas Subsidiaries.

 Construction Equipment.

ORGANISATIONAL CHART OF STATE BANK OF INDIA CHAIR MAN MANAGING DIRECTOR CHIEF GENERAL MANAGER GENERAL MANAGER DEPUTY GENERAL MANAGER ASSISTANT GENERAL MANAGER CHIEF MANAGER MANAGER DEPUTY MANAGER ASSISTANT MANAGER CLERICAL STAFF

SUBORDINATE SENIOR HEAD MESSENGER

HEAD MESSENGER

MESSENGER RECORD KEEPER CUM CASHIER

FINDINGS

Majority of the customers know about the bank through friends/ relatives. Customers are with the bank for more than 5 years. Bank always informs new services and facilities to customers. Bank is consistent in providing quality services Customers had to wait only for 5-10 minutes for their services, except in case of loan sanctions. Employee of the bank deals customers very well. Bank always give importance to customer complaints and takes only one day to solve the problem. Bank makes the customers to achieve the personal values, life goals and social values. Most of the customers interact with the bank directly and they are satisfied with the existing communication system.

 In an immediate situation, customers of SBI bank depends this

bank itself and recommend it to others which proves that the customers of the bank are loyal.

SUGGESTIONS

There should be direct interaction between the employees/ managers with the customers which helps them to communicate their problems easily. The employees should have proper knowledge about the product/ services of the bank and it should be properly communicated to the customers. The bank should improve the frequent follow-ups. Proper training should be provided for the employees revealing the importance of Customer Relationship and its Impact on Loyalty. Develop a separate Customer Complaint Cell, so that employees can easily understand the customer complaints and find a better solution.

 Keep a Suggestion Record, so that the customers can record their suggestions and satisfaction acquired by them from Banking services. Bank should take efforts to familiarize the customers about Internet & Mobile banking facilities provided by the bank through conducting seminars, work shops, and even through audio- visual aids.

CONCLUSION

Todays companies are facing toughest competition ever. The companies can outperform the competition if they can move from a product and sales philosophy to a marketing philosophy. John

Chambers, CEO of Cisco Systems, put it well: Make your customer center of your culture. They showed that companies need to move rapidly into the new economy and employ Internet, wireless, and other technologies to achieve a competitive advantage. Too many companies

think that it is the marketing or sales departments job to acquire and manage customers, but, in fact, marketing is only one factor in attracting and keeping customers. The marketing department can be effective only in the companies whose employees have implemented a competitively superior customer value delivery system.

SBI is the oldest and largest government owned commercial bank of India. The major activity of this organization to provide gold loans and other activities like insurance, vehicle and asset finance, money transfer, personal loans, foreign exchange and investments. The study of

relationship management was very helpful in learning how to manage and maintain customers in the organization and medias or methods which are very helpful to interact with the customers. The study also helped to know the challenges faced such as competitor base; And this study also helped to gain practical knowledge about this topic.

APPENDIX
Questionnaire

Dear Sir/ Madam,

I am a management student of Institute of Management and Technology, Punnapra. Conducting a organizational study . I would be grateful if you spare some time to answer this questionnaire. This information given by you will be used truly for academic purpose and will be kept confidential.

1. bank? Yes 2.

Are you a regular customer of this

No How do you come to know about this bank? Advertisement Others (Specify) How long have you been customer of this

Internet Friends/ Relatives 3. bank? 1-3 years More than 5 years 4. How do they interact with you?

3-5 years

Direct interaction E-mail 5. facilities? Always Never 6. Yes 7. Direct E- Mail 8. services. Strongly Agree Strongly Disagree No opinion 9. service? 5 minutes 10-15 minutes

Phone calls Others Do they inform any new services or

Sometimes

Do they make festival wishes? No If yes, which method do they select? Phone calls Greeting cards Bank is consistent in providing quality

Agree Disagree

How much time do they have to wait for

5-10 minutes More than 15 minutes

10.

Employees of the bank deals you in a Always

caring fashion. Your opinion. Sometimes Never

11.

Do they give importance to your

complaints? Always Never

12.

Sometimes

How do you place complaints? Phone calls Postal How long will it take to clear

Direct E- Mail
13.

complaints? Within one day One month 14. solving your problems? Always Never Sometimes Does the bank show a sincere interest in One week

15.

Are you satisfied with the banks

service? Highly Satisfied Moderately Satisfied Highly Satisfied Satisfied Dissatisfied

16.

Does the bank is flexible in serving your

needs? Yes
17.

No Does the operating hours of the bank is

convenient to you? Yes

18.

No Services of the bank are in line with

your Social Values Life Goals

19.

Personal values All of the above On an immediate situation, do you

depend another bank for financial services? Yes Sometimes No

20.

Are you satisfied with the existing

communication system? Yes 21. comes in your mind first? State Bank of India HDFC Banks Others Muthoot Finance IDBI No When financial need arise, which bank

22. Strongly Agree Strongly Disagree No opinion

23.

I am a loyal customer to my bank. Agree Disagree

Do you recommend this bank to

someone who seeks your advice? Yes

24.

No In your opinion which of the following

is more suitable and better to maintain your relation with bank? Direct Interaction E-mail Phone calls Postal

BIBLIOGRAPHY

Rustom.S.Devar, Modern Marketing Management, New Delhi, Universal Book Stall, 1998, 7th Edition. Sherlekar.S.A., Marketing Management, New Delhi, Himalaya Publishing House, 2000, 12th Edition.

Kristin Anderson and Carol Kerr, Customer Relationship Management, United States of America, Mc Graw-Hill, 2002. Federico Rajola, Customer Relationship Management, Germany, SpringlerVerlag Berlin-Heidelberg, 2003. Philip Kotler, Marketing Management, New Delhi, Pearson Education Asia, 2003,11th Edition. Philip Kotler, A Frame work for Marketing Management, New Delhi, Pearson Education Asia, 2008, 3rd Edition. Naresh.K. Malhotra, Marketing Research on Applied Orientation, New Delhi, Pearson Education Asia, 2010, 6th Edition. Website Referred www.sbi.co.in