CHAPTER NO:1

INTRODUCTION

EVOLUTION
The evolution of State Bank of India can be traced back to the first decade of the 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 State Bank of India is the launch of the first 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 statepartnered and state-sponsored bank.
The All India Rural Credit Survey Committee proposed the takeover of the Imperial Bank of India, and integrating
with it, the former state-owned or state-associate banks. Subsequently, an Act was passed in the Parliament of India
in May 1955. As a result, the State Bank of India (SBI) was established on 1 July 1955. This resulted in making the

State Bank of India more powerful, because as much as a quarter of the resources of the Indian banking system were
controlled directly by the State. Later on, the State Bank of India (Subsidiary Banks) Act was passed in 1959.
SBI ASSOCIATE BANK HEADQUARTERS AND SLOGANS
SBI have five associated banks in India all these are using the same logo of a blue circle and all the associates use the
"State Bank of India" name followed by the regional headquarters name.Earlier SBI had only seven associate banks
that forms the club of the State Bank Group.
So originally the then 7 banks that belongs to princely states until the government of India nationalised them between
October 1959 and May 1960.In connection with the first five year plan which emphasising the development of rural
India,the government then integrated these banks into the State Bank of India to expand its rural out reach.There has
been a proposal to merge all the associate banks into SBI to create a "Mega Bank" and streamline operations.
The first step towards unification accured on August 13,2008 when State Bank of Saurashtra merged with SBI
reducing the number of State Banks from 7 to 6.Then on June 19,2009 the SBI board approved the merger of its
subsidiary,State Bank of Indore with itself,finally reducing the number to 5,with the acquisition of State Bank of
Indore added 470 branches to SBI's.
The process of merging of State Bank of Indore was completed by April 2010 and SBI Indore branches started
functioning as SBI branches on August 26,2010.
Name of Bank -- Head office -- Slogan
State Bank of India -- Mumbai -- With you all the way
State Bank of Bikaner and Jaipur -- Jaipur -- The Bank with a vision
State Bank of Hyderabad -- Hyderabad -- Modern,Innovative,Dependable
State Bank of Mysore -- Bengalooru -- Working for a better tomorrow
State Bank of Patiala -- Patiala -- Blending modernity with tradition
State Bank of Travancore -- Thiruvananthapuram -- A learning tradition of trust

CHAPTER NO: 2
CONCEPTUAL DATA

MISSION, VISION & VALUES

VISION
My SBI.
My Customer first.
My SBI: First in customer satisfaction

MISSION
We will be prompt, polite and proactive with our customers.
We will speak the language of young India.
We will create products and services that help our customers achieve their goals.
We will go beyond the call of duty to make our customers feel valued.
We will be of service even in the remotest part of our country.
We will offer excellence in services to those abroad as much as we do to those in India.
We will imbibe state of the art technology to drive excellence.

VALUES
We will always be honest, transparent and ethical.
We will respect our customers and fellow associates.
We will be knowledge driven.
We will learn and we will share our learning.

We will never take the easy way out.

We will do everything we can to contribute to the community we work in.
We will nurture pride in India

SCOPE
The company's strengths and weaknesses and areas of development ordecline are analyzed. Financial,
strategic and operational factors areconsidered.
The opportunities open to the company are considered and its growthpotential assessed. Competitive or
technological threats are highlighted.
The report contains critical company information - business structure andoperations, the company history,
major products and services, keycompetitors, key employees and executive biographies, different
locationsand important subsidiaries.
It provides detailed financial ratios for the past five years as well as interimratios for the last four quarters.
Financial ratios include profitability, margins and returns, liquidity andleverage, financial position and
efficiency ratios.

PRODUCTS AND SERVICES

Personal Banking

SBI Term Deposits SBI Loan For Pensioners

SBI Recurring Deposits Loan Against Mortgage Of Property
SBI Housing Loan Loan Against Shares & Debentures
SBI Car Loan Rent Plus Scheme
SBI Educational Loan Medi-Plus Scheme

Other Services

Agriculture/Rural Banking
NRI Services
ATM Services
Demat Services
Corporate Banking
Internet Banking
Mobile Banking
International Banking
Safe Deposit Locker
RBIEFT
E-Pay
E-Rail
SBI VishwaYatra Foreign Travel Card
Broking Services
Gift Cheques

The State Bank of India provides a wide range of accounts which are easy to openand use. The bank also allows
online operation of the accounts. Anybody whodesires to have SBI account can easily open an account. SBI accounts
are nowavailable for all like senior citizens, employed people, students, in short for eachand every citizen of India.

OPENING AN SBI ACCOUNT REQUIRES FOLLOWING THE BELOW MENTIONED SIMPLE STEPS:
For Indian Residents:
If opening in person then collection of an application form and properly fillingthe form is required.
If opening online downloading the form, filling the form and sending it back tothe bank authorities is
required.
Identity proofs like photocopies of passport, pan card, driving license, voterID card.
As residence proofs photocopies of the above mentioned documents.
Two photographs of the customer.

For Non-Resident Indians:

The application form properly filled and signed by the SBI official or theconsulate of the Indian embassy.
Photocopies of passport, visa and work permit of the country.
Details of other bank accounts if any.
Photographs of the person himself / herself.

SBI allows different types of bank account each with their respective features,some are given below:

SBI savings account Safe deposits of savings, earning interest on thedeposits.

SBI salary account Managing the salary, quick and easy credit of the amount.
SBI NRI account Transactions and savings, transfer of currencies.
SBI business account Easy transfer of money, outstation usable chequefacilities.
SBI internet banking Fast and easiest method of money transfer andtransaction.
SBI no frills account Zero balance account, low service charges.
SBI current account easy transfer of money among different branches,availability of ATM cum debit card.
State Bank of India (SBI) is the largest bank in India.

ANALYSIS OF PERFORMANCE WITH REFERENCE TO NPAS

Non-performing assets are one of the important parameters of analyzing financial performance of banks.
This part of the paper focuses on trend analysis of NPAs and evaluates the financial health of commercial banks.

STATE BANK OF INDIA

The proportion of NPAs in Priority Sector to the total NPAs of the SBI has significantly increased from 44.44 percent
to 50.87 percent and the total amount of NPAs in Public sector decreased from Rs. 1090.40 crores in 2000-01 to
Rs.235 crores in 2009-10.
At the end of March 2010, the percentage of Priority sector NPAs in Total NPAs was 50.87 per cent for State Bank of
India The sharp rise in NPAs of non priority sector was reflective of the slowdown in the economy and stressed
financial conditions of corporates.
The NPAs in the priority sector increased during 2007- 08, mainly due to increase in NPAs of the agriculture sector.

SECTOR WISE NPAS OF SBI

The total NPAs of banks are classified into three categories viz. Priority Sector, Public Sector and Non priority
Sector. The Sectoral distribution of NPAs showed a growing proportion of priority sector NPAs between 2009 and
2010.

COMPARISON BETWEEN ICICI BANK AND SBI

SBI v/s ICICI
SBI stands for State Bank of India. It is a public sector institution (government owned), with a huge customer base
all over India. It has seven associate banks operating under its SBI name. It has over thirteen thousand branches
across India and in some selected international countries and a 56,000 ATM network across India. The Standard
Bank of India inherited the Bank of Calcutta, which was founded in 1806, and has been in existence for over two
hundred years.

On the other hand, the ICICI is a private sector bank (privately owned), with a relatively smaller clientele base. It is
one of the major banks in India (precisely the second largest), but much smaller than the SBI. It has 950 branches,
with 3,500 branches across India.

The bank has deposits of Rs 1.65 lakh crore compared to SBIs Rs 3.8 lakh crore (accumulated in a period of twelve
years), racking up a net worth of Rs 22,000 against Rs 27,000 for the State Bank of India.

This represents Rs 9 crore business generated by each ICICI employee per year, compared to Rs 3 crore worth of
business per employee of the ICICI.

While the State Bank pays 4.7 percent on deposits, and earns less on advances, the ICICI pays 0.7 less (4 percent),
while earning more on advances, and thus earns 0.4 percent more on assets than the SBI. This is no surprise, as
theres seemingly limitless access to funds from the government for the state owned SBI.

On money transfers from overseas accounts, with the SBI, once a transfer transaction is completed, you will be able
to know the exchange rate used, and there are no restrictions on the amounts you can transfer a day.
However, the ICICI transfer is somewhat different. After completion of a money transfer transaction, the exchange
rate can only be known after five days, and there is a daily limit of $5000 that can be transferred a day.

Although the SBI has generally performed well in the past, in recent years, the ICICI has seen very good
performance, almost edging out the SBI in every aspect, especially financially.
The financial years between 2001-2002 and 2005, and 2006, saw very strong gains for the ICICI bank. Its deposits
grew by 200 percent, five times more than the SBIs, and while SBIs revenue grew by 30 percent and the ICICI
banks revenue grew by seven times that percentage.
This trend means that ICICIs growth will eventually overtake SBIs in the future, in terms of deposits.
The SBI is a government owned bank (public sector), while ICICI is a privately owned bank (private sector).
The SBI is much older (more than 200 years old) and more established than the ICICI, which is less than 25
years old.

The SBI does not limit daily international transfer amounts, while the ICICI limits daily transfers to $5000 a
day.
The SBI bank pays a higher percentage on deposits than the ICICI bank.

SWOT ANALYSIS OF SBI

CHAPTER NO: 3
DATA AND ITS ANALYSIS

1. You are a customer of which bank?

SBI

ICICI
Bank
SBI
ICICI
HDFC
OTHER

HDFC

OTHER

Number of Respondents
20%
15%
0%
65%

BANK
20%
SBI

ICICI

HDFC

OTHER

15%
65%

CONCLUSION:From the above table and chart, this can be seen that out of the total respondents every respondent having account in
the OTHER bank but SBI has more customers than ICICI and HDFC. The ICICI is also has more customers than
HDFC.

2. What is your occupation?

Self-Employed

Employee

Employer

Corporate Business

Others

Occupation

Number of respondents

Self-Employed

45%

Employee

40%

Employer

0%

Corporate Business

0%

Others

15%

OCCUPATION
number of respondents

45%

40%

15%

0%
self-employed

employee

employer

0%
corporate business

others

CONCLUSION:So it is concluded that the self-employed occupation is more than others and it is 45%. The next occupation is
employee is of 40% is also more than other three and others occupation is of 15% are also more than other two.

3. Which type of account holder you are?

Individual

Partnership

Joint A/C

Type of account holder

Individual
Partnership
Joint A/C
Other

Other

Number of respondents
70%
0%
25%
5%

TYPE OF ACCOUNT HOLDER

80%
70%

70%

60%
50%
number of respondents

40%
30%
25%

20%
10%
0%

0%
individual

partnership

joint a/c

5%
other

CONCLUSION:As per the survey is concerned the individual account holder is of 70% and it is more than the others. The joint
account holder is of 25% and the other type of account holder is of 5%.

4. Which type of account do you have with bank?

Saving

Recurring

Current

Fixed

Type of account

Number of respondents

Saving

85%

Recurring

0%

Current

0%

Fixed

15%

type of account

fixe d; 15%
saving

recurring

current
saving; 85%

fixed

CONCLUSION:From the total number of respondentsis of 20 people the number of respondents in the saving account is of 85% and
it is more than the other type of account. The fixed account is of 15% and is more than the other two account type.

5. Do you feel that the procedure to open an account with the bank was difficult?
Yes, to a certain extent

No, it was easy

Open an account

Number of respondents

Yes

15%

No

85%

90%
80%
70%
60%
50%

number of respondents

40%
30%
20%
10%
0%
yes

no

CONCLUSION:The procedure to open an account with the bank is easy, it was not difficult the number of respondents feel. The 85%
of number of respondent answered that the procedure is easy.

6. Do you agree that minimum account limit is not high and easy to maintain?
Strongly Agree

Agree

Somewhat Agree

Minimum account limit

Strongly Agree
Agree
Somewhat Agree
Disagree

Disagree

Number of respondents
5%
80%
10%
5%

number of respondents
5% 5%
10%
strongly agree
agree
somewhat agree
disagree

80%

CONCLUSION:The total number of respondents answered that the minimum account balance is easy to maintain. From the total
number of respondents is of 20 people and 80% number of respondents said that it is not difficult to maintain the
minimum account balance.

7. How satisfied are you with the services provided by the bank?
Very satisfied

Satisfied

Somewhat satisfied

Services
Very Satisfied
Satisfied
Somewhat Satisfied
Dissatisfied

Dissatisfied
Number of respondents
15%
70%
15%
0%

15%

15%

70%

very satisfied

satisfied

somewhat satisfied

dissatisfied

CONCLUSION:From the above table and chart, this can be seen that out of total respondents 70% respondents have satisfied with
services provided by bank. The 15% respondents have very satisfied and 15% of respondents have somewhat
satisfied.

8. Describe the overall relationship between you and bank?

Poor

Very poor

Good

Relationship
Poor
Very Poor
Good
Excellent

Excellent
Number of respondents
5%
0%
90%
5%

90%
80%
70%
60%
90%

50%
40%
30%
20%
10%
0%

5%
poor

5%

0%
very poor

good

excellent

number of respondents

CONCLUSION:The number of respondents answered that their relationship with bank is good. The 5% respondents answered that
their relationship is excellent and 5% respondents answered that their relationship is poor.

9. How many times have you faced a problem related to your banking account in the last 1 year?
Once

1-5 times

More than 10 times

Never

Problems

Number of respondents

Once

40%

1-5 Times

5%

More Than 10 Times

5%

Never

50%

number of respondents
60%
50%
40%

50%
40%

number of respondents

30%
20%
10%
0%

once

5%
5%
1-5 times more than 10 times

never

CONCLUSION:The 50% respondents never faced a problem related to a banking account in the last one year. The 40% respondents
faced a problem at once in the last one year.
The remaining 5% respondents faced a problem one to five times and 5% respondents faced a problem more than 10
times in the last one year.

10. Is your business handled by banking executives in a timely and efficient manner?
Always

Sometimes

Rarely

Never

Business handled

Number of respondents

Always

25%

Sometimes

50%

Rarely

15%

Never

10%

50%
45%
40%
35%
30%

50%

25%
20%
15%

25%

10%

15%

5%
0%

always

sometimes

rarely

10%

never

number of respondents

CONCLUSION:The 50% respondents answered that their business handled by banking executives in a timely and efficient manner.
The remaining respondents answered that 25%, 15% and 10% respondents business handled by banking executives
is always, rarely and never in a timely manner.

11. How long have you had these accounts in the bank?
Less than a year

1-3 years

3-8 years

More than 8 years

Long accounts

Number of respondents

Less Than A Year

15%

1-3 Years

20%

3-8 Years

35%

More Than 8 Years

30%

number of respondents
40%
35%

35%

30%

30%

25%
20%
15%
10%

20%
15%

number of respondents

5%
0%

CONCLUSION:The 35% of the total number of respondents has account with the bank for 3-8 years. The 30% number of
respondents has more than 8 years with the bank. The 20% respondents have 1-3 years account with the bank. The
remaining 15% respondents have account with the bank for less than a year.

12. How would you rate your bank on a scale of 4?

Excellent

Good

Neutral

Bank rated
Excellent
Good
Neutral
Poor

Poor
Number of respondents
15%
75%
10%
0%

number of respondents
excellent

good

10%

neutral

poor

15%

75%

CONCLUSION:From the survey concluded that 75% total number of respondents rated that bank is good. The 15% respondents rated
excellent and remaining 10% rated the bank is neutral.

13. Would you recommend to your acquaintances, to open an account with your bank?
Yes

No
Recommend to acquaintances

Number of respondents

Yes

80%

No

20%

number of respondents

20%
yes
no

80%

CONCLUSION:From the above chart and table, the 80% number of respondents answered yes they will recommend to their
acquaintances to open an account with their bank. The remaining 20% respondents answered no.

14. Which of the following associations do you have with the bank?
Banking

80%

Credit cards

Loans

Investing

Others

Associations

Number of respondents

Banking

75%

Credit Cards

5%

Loans

10%

Investing

5%

Others

5%

75%

70%
60%
50%
40%
30%
20%

10%
5%

10%
0%

banking

credit cards

5%

loans

investing

5%

others

number of respondents

CONCLUSION:The 75% numbers of respondents have their banking associations with their bank. The 10% respondents have their
loan associations. The remaining 5% each is of investing, credit cards and others associations with their bank.

15. Would you like suggest any changes or improvement in any service or any feature of the bank

Changes or improvement

Number of respondents

Yes

45%

No

55%

number of respondents

45%
55%

yes
no

CONCLUSION:From the above table and chart we can see that the 45% of the respondents answered yes and the remaining 55%
answered no for suggestion related to the changes or improvement in any service or any feature of the bank.

DATA COLLECTION
Sample of study:-

The sample for this study consisted of 20 respondents. The selected respondents in the age group of 20-60 years
belonged to varied employment, gender and income groups. Convenient sampling technique was applied in selecting
respondents as sample.
Data source:The study is based on primary and secondary data.
1) Primary data:A self-designed questionnaire consists of first and second part, which deals with the respondents perception, was
used for the purpose of primary data collection.
2) Secondary data:Secondary data have been collected from the journals, different books and websites.
3) Data analysis:The data collected from various sources have been analyzed by using the techniques of simple percentages, averages
etc.

CHAPTER NO: 4
FINDINGS

The most of the respondents has an account in the SBI bank

Most of the respondents is self employed
70% of the respondents are individual account holder
From the total number of respondents 85% have saving accounts
The procedure of the bank to open an account is easy to certain extent an account is easy to certain extent

answered by the 85% of respondents

The 80% number of respondents said that it is not difficult to maintain the minimum account balance
70% are satisfied with services provided by the bank and 90% respondents answered that their relationship

with bank is good

Some of them faces problem in bank account
50% respondents said that sometimes the banking staff provide timely and efficient services
75% of the respondents rated the bank as good and 75% of the respondents have their banking association
with the bank.

CHAPTER NO: 5
CONCLUSION
From the analysis part it can be conclude that customers have a good respond towards SBI. SBI is in 1 st position
having large number of customers & providing good services to them. The bank has a wide customer base, so the
bank should concentrate on this to retain these customers.
In present scenario SBI is the largest advance product issuer in India. Within a very short period of time the
achievement made by SBI is excellent, what a normal bank cannot expect, but it is being done by SBI. It happens
due to employee dedication towards the organization, fastest growing Indian economy, & brand image.
To be the largest advance product issuer, SBI should focus on

Launch Innovative product

Customized advance products
Better customer services
Fastest customers problem solving techniques
Customer retention

Apart from all the above, SBI believe in providing good customer services to their customers which is a key factor
for success in future.

CHAPTER NO: 6
APPENDIX
ANNEXURE-QUESTIONNAIRE
NM COLLEGE OF COMMERCE & ECONOMICS
Name: ______________________________
Address: _____________________________
Email Id: _____________________________

1. You are a customer of which bank?

A) SBI
C) HDFC

Mobile Number: _________________

B) ICICI
D) OTHER

2. What is your occupation?

A) Self-Employed

B) Employee

C) Employer

D) Corporate Business

3. Which type of account holder you are?

A) Individual

B) Partnership

C) Joint A/C

D) Other

4. Which type of account do you have with bank?

A) Saving

B) Recurring

C) Current

D) Fixed

5. Do you feel that the procedure to open an account with the bank was difficult?
A) Yes, to a certain extent

B) No, it was easy

6. Do you agree that minimum account limit is not high and easy to maintain?

A) Strongly Agree

B) Agree

C) Somewhat Agree

D) Disagree

7. How satisfied are you with the services provided by the bank?
A) Very satisfied

B) Satisfied

C) Somewhat satisfied

D) Dissatisfied

8.Describe the overall relationship between you and bank?

A) Poor

B) Very poor

C) Good

D) Excellent

9. How many times have you faced a problem related to your banking account in the last 1 year?
A) Once

B) 1-5 times

C) More than 10 times

D) Never

10. Is your business handled by banking executives in a timely and efficient manner?
A) Always

B) Sometimes

C) Rarely

D) Never

11. How long have you had these accounts in the bank?
A) Less than a year

B) 1-3 years

C) 3-8 years

D) More than 8 years

12. How would you rate your bank on a scale of 4?

A) Excellent

B) Good

C) Neutral

D) Poor

13. Would you recommend to your acquaintances to open an account with your bank?
A) Yes

B) No

14. Which of the following associations do you have with the bank?
A) Banking

B) Credit cards

C) Loans

D) Investing

E) Others
15.Would you like suggest any changes or improvement in any service or any feature of the bank

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