A STUDY ON SERVICE’S PROVIDED BY SBI

ACADEMIC YEAR: 2019-2020

A PROJECT SUBMITTED TO

UNIVERSITY OF MUMBAI FOR PARTIAL COMPLETION OF THE DEGREE

OF

BACHELOR IN COMMERCE ( FINANCIAL MARKETS )

UNDER THE FACULTY OF COMMERCE.

BY:

RAVI VAITY

ROLL NO: 48

UNDER THE GUIDANCE OF:

MS.REEMA CASTELINO

SIES COLLEGE OF COMMERCE AND ECONOMICS,

PLOT NO. 71/72, SION MATUNGA ESTATE

T.V. CHIDAMBARAM MARG,

SION (EAST), MUMBAI – 400041

SIES COLLEGE OF COMMERCE AND ECONOMICS,

PLOT NO. 71/72, SION MATUNGA ESTATE

 T. V. CHIDAMBARAM MARG,

SION (EAST), MUMBAI – 400022

CERTIFICATE
This is to certify that Mr.Ravi Vaity has worked and duly completed her/his project
work for the degree of Bachelor in Commerce ( Financial Markets ) under the Faculty
of Commerce and her/his project is titled, “A STUDY ON SERVICES PROVIDED
BY SBI” under my supervision.

I further certify that the entire work has been done by the learner under my guidance
and that no part of it has been submitted previously for any Degree or Diploma of any
University.

It is her/ his own work and facts reported by her/his personal findings and
investigations.

_______________________
(Ms. )

(REEMA CASTELINO)

Date of submission: ________________

DECLARATION

I the undersigned Mr.RAVI VAITY here by, declare that the work embodied in this
project work titled “A STUDY ON SERVICES PROVIDED BY SBI” forms my
own contribution to the research work carried out under the guidance of MS.

REEMA CASTELINO As a result of my own research work and has not

been previously submitted to any other University for any other Degree/ Diploma to
this or any other University.
Wherever reference has been made to previous works of others, it has been clearly
indicated as such and included in the bibliography.

I, here by further declare that all information of this document has been obtained and
presented in accordance with academic rules and ethical conduct.

___________________

Mr.Ravi Vaity

Roll No. 48

Certified by

___________________

Ms.

(REEMA CASTELINO)

ACKNOWLEDGEMENT
I would like to acknowledge the following as being idealistic channels and fresh
dimensions in the completion of this project.

I take this opportunity to thank the University of Mumbai for giving me a chance to
do this project.

I would like to thank our Principal Dr. Nina Roy Choudhury for providing the
necessary facilities required for completion of this project.

I take this opportunity to thank our coordinator Ms. Reema Castelino for her moral
support and guidance.

I would like to express my sincere gratitude towards my project guide Ms. Reema
Castelino for her constant support and guidance.
I would also like to thank my College Library, for having provided various reference
books and magazines related to my project.

Lastly, I would like to thank each and every person who directly or indirectly helped
me in the completion of the project especially my Parents and Peers who supported
me throughout my project.

Mr.Ravi Vaity

Roll No: 48

SR.NO CONTENT PAGENO

1 INTRODUCTION TO SBI 1

2 SERVICES PROVIDED BY SBI 7

3 RESEARCH METHODOLOGY 62

4 RESEARCH OBJECTIVE 63

5 LIMITATIONS TO THE STUDY 64

6 LITERATURE REVIEW 65

7 DATA ANALYSIS & INTERPRETATION 67

8 CONCLUSION 77

FINDINGS & SUGGESTION

9 78

10 WEBLIOGRAPHY 80

11 ANNEXURE 81
INTRODUCTION TO SBI:

The State Bank of India (SBI) is an Indian multinational public sector

banking and financial services statutory body. It is a governments corporation

statutory body headquartered in Mumbai, Maharashtra. SBI is ranked as 236th
in the Fortune Global 500 list of the world's biggest corporations of 2019. It is the
largest bank in India with a 23% market share in assets, besides a share of one-
fourth of the total loan and deposits market.

The bank descends from the Bank of Calcutta, founded in 1806, via the Imperial
Bank of India, making it the oldest commercial bank in the Indian subcontinent.
The Bank of Madras merged into the other two "presidency banks" in British
India, the Bank of Calcutta and the Bank of Bombay, to form the Imperial Bank
of India, which in turn became the State Bank of India in 1955. The Government
of India took control of the Imperial Bank of India in 1955, with Reserve Bank of
India (India's central bank) taking a 60% stake, renaming it the State Bank of
India.

HISTORY OF SBI:

The roots of the State Bank of India lie in the first decade of the 19th century when
the Bank of Calcutta later renamed the Bank of Bengal, was established on 2 June
1806. 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

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Presidency banks amalgamated on 27 January 1921, and the reorganised banking
entity took as its name Imperial Bank of India. The Imperial Bank of India
remained a joint stock company but without Government
participation.

Pursuant to the provisions of the State Bank of India Act of 1955, the Reserve
Bank of India, which is India's central bank, acquired a controlling interest in the
Imperial Bank of India. On 1 July 1955, the Imperial Bank of India became the
State Bank of India. 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.

In 1959, the government passed the State Bank of India (Subsidiary Banks) Act.
This made eight banks that had belonged to princely states into subsidiaries of
SBI. This was at the time of the first Five Year Plan, which prioritised the
development of rural India. The government integrated these banks into the State
Bank of India system to expand its rural outreach. In 1963 SBI merged State Bank
of Jaipur (est. 1943) and State Bank of Bikaner (est.1944).

SBI has acquired local banks in rescues. The first was the Bank of Bihar (est.
1911), which SBI acquired in 1969, together with its 28 branches. The next year
SBI acquired National Bank of Lahore (est. 1942), which had 24 branches. Five
years later, in 1975, SBI acquired Krishnaram Baldeo Bank, which had been
established in 1916 in Gwalior State, under the patronage of Maharaja Madho
Rao Scindia. The bank had been the Dukan Pichadi, a small moneylender, owned
by the Maharaja. The new bank's first manager was Jall N. Broacha, a Parsi. In
1985, SBI acquired the Bank of Cochin in Kerala, which had 120 branches. SBI
was the acquirer as its affiliate, the State Bank of Travancore, already had an
extensive network in Kerala.

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There was, even before it actually happened, a proposal to merge all the associate
banks into SBI to create a single very large bank and streamline operations.

The first step towards unification occurred on 13 August 2008 when State Bank of
Saurashtra merged with SBI, reducing the number of associate state banks from
seven to six. On 19 June 2009, the SBI board approved the absorption of State
Bank of Indore, in which SBI held 98.3%. (Individuals who held the shares prior
to its takeover by the government held the balance of 1.7%.)

The acquisition of State Bank of Indore added 470 branches to SBI's existing
network of branches. Also, following the acquisition, SBI's total assets approached
₹10 trillion. The total assets of SBI and the State Bank of Indore were ₹9,981,190
million as of March 2009. The process of merging of State Bank of Indore was
completed by April 2010, and the SBIndore branches started functioning as SBI
branches on 26 August 2010.

On 7 October 2013, Arundhati Bhattacharya became the first woman to be

appointed Chairperson of the bank. Mrs. Bhattacharya received an extension of
two years of service to merge into SBI the five remaining associate banks.

OPERATIONS OF SBI:

SBI provides a range of banking products through its network of branches in India
and overseas, including products aimed at non-resident Indians (NRIs). SBI has
16 regional hubs and 57 zonal offices that are located at important cities
throughout India.

Domestic presence:

Samriddhi Bhavan, Kolkata

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SBI has over 24000 branches in India. In the financial year 2012–13, its revenue
was ₹2.005 trillion (US$28 billion), out of which domestic operations contributed
to 95.35% of revenue. Similarly, domestic operations contributed to 88.37% of
total profits for the same financial year.

Under the Pradhan Mantri Jan Dhan Yojana of financial inclusion launched by
Government in August 2014, SBI held 11,300 camps and opened over 3 million
accounts by September, which included 2.1 million accounts in rural areas and
1.57 million accounts in urban areas.

International presence:

The State Bank of India branch located in Ramat Gan, Israel

As of 2014–15, the bank had 191 overseas offices spread over 36 countries having
the largest presence in foreign markets among Indian banks.

SBI operates several foreign subsidiaries or affiliates.

In 1989, SBI established an offshore bank, State Bank of India International

(Mauritius) Ltd. This then amalgamated with The Indian Ocean International
Bank (which had been doing retail banking in Mauritius since 1979) to form SBI
(Mauritius) Ltd. Today, SBI (Mauritius) Ltd has 14 branches – 13 retail branches
and 1 global business branch at Ebene in Mauritius. [15] SBI Sri Lanka now has
three branches located in Colombo, Kandy and Jaffna. The Jaffna branch was
opened on 9 September 2013. SBI Sri Lanka is the oldest bank in Sri Lanka; it was
founded in 1864.

State Bank of India branch at Southall, United Kingdom

In 1982, the bank established a subsidiary, State Bank of India, which now has ten
branches—nine branches in the state of California and one in Washington, D.C.

4
The 10th branch was opened in Fremont, California on 28 March 2011. The other
eight branches in California are located in Los Angeles, Artesia, San Jose, Canoga
Park, Fresno, San Diego, Tustin and Bakersfield.

In Nigeria, SBI operates as INMB Bank. This bank began in 1981 as the Indo–
Nigerian Merchant Bank and received permission in 2002 to commence
retail banking. It now has five branches in Nigeria.

In Nepal, SBI owns 55% of "Nepal SBI Bank Limited". (The state-owned
Employees Provident Fund of Nepal owns 15% and the general public owns the
remaining 30%.) Nepal SBI Bank Limited has branches throughout the country.

In Moscow, SBI owns 60% of Commercial Bank of India, with Canara Bank
owning the rest.

In Indonesia, it owns 76% of PT Bank Indo Monex.

The State Bank of India already has a branch in Shanghai and plans to open one
in Tianji.

In Kenya, State Bank of India owns 76% of Giro Commercial Bank, which it
acquired for US$8 million in October 2005.

In January 2016, SBI opened its first branch in Seoul, South Korea.

Former Associate Banks:

SBI acquired the control of seven banks in 1960. They were the seven regional
banks of former Indian princely states. They were renamed, prefixing them with
'State Bank of'. These seven banks were State Bank of Bikaner and Jaipur
(SBBJ), State Bank of Hyderabad (SBH), State Bank of Indore (SBN), State Bank
of Mysore (SBM), State Bank of Patiala (SBP), State Bank of Saurashtra (SBS)
and State Bank of Travancore (SBT). All these banks were given the same logo as
the parent bank, SBI. The State Bank of India and all its associate banks used the
same blue Keyhole logo. The State Bank of India wordmark usually had one

5
standard typeface, but also utilized other typefaces. The wordmark now has the
keyhole logo followed by "SBI".

The plans for making SBI a single very large bank by merging the associate banks
started in 2008, and in September the same year, SBS merged with SBI.
The very next year, State Bank of Indore (SBN) also merged.

Following a merger process,the merger of the 5 remaining associate banks, (viz.

State Bank of Bikaner and Jaipur, State Bank of Hyderabad, State Bank of
Mysore, State Bank of Patiala, State Bank of Travancore); and the Bharatiya
Mahila Bank) with the SBI was given an in-principle approval by the Union
Cabinet on 15 June 2016. This came a month after the SBI board had, on 17 May
2016, cleared a proposal to merge its five associate banks and Bharatiya Mahila
Bank with itself.

On 15 February 2017, the Union Cabinet approved the merger of five associate
banks with SBI. An analyst foresaw an initial negative impact as a result of
different pension liability provisions and accounting policies for bad loans.

The merger went into effect from 1 April 2017.

Non-banking subsidiaries:

Apart from five of its associate banks (merged with SBI since 1 April 2017), SBI's
non-banking subsidiaries include:

In March 2001, SBI (with 74% of the total capital), joined with BNP Paribas (with
26% of the remaining capital), to form a joint venture life insurance company
named SBI Life Insurance company Ltd.

SERVICES PROVIDED BY SBI:

6
LOANS:

SBI Home Loan:

SBI Home Loans 2020

Interest Rate 7.90% onwards

Loan Tenure Up to 30 years

Loan-to-Value Ratio Up to 90% of property value

Processing Fees 0.35% – 0.50% of loan amount

SBI home loan interest rate today is 7.90% p.a., with women borrowers getting
interest concession of 0.05%. The housing loan from SBI, available for both
salaried and self-employed professionals, comes with a range of benefits like
longer loan tenure of up to 30 years and low processing fees i.e. 0.35% of the loan
amount subject to a minimum of Rs. 2,000 and a maximum of Rs. 10,000 plus
applicable taxes.

SBI Home Loan Features & Benefits:

• Lowest home loan interest rate starting from 7.90%

• Concession of 5 basis points on SBI home loan rates for women

borrowers

• No prepayment penalty on floating rate home loans

• Longer loan tenure extending up to 30 years

• Both salaried and self-employed are eligible for SBI Home Loan

• Top up, overdraft and balance transfer facilities are available SBI

Home Loan Interest Rate:

7
From October 1, 2019, State Bank of India (SBI) adopted repo rate as its external
benchmark for all floating rate home loan schemes. Currently, SBI’s External
Benchmark Rate (EBR) is 7.80%. The SBI repo rate linked home

loan interest rate is 7.90% onwards.

For existing SBI borrowers who are servicing home loan under Marginal Cost of
funds based Lending Rate (MCLR) lending regime, the current MCLR is
7.75%, effective from 10 March 2020.

SBI Home Loan Interest Rates for Various Schemes (RLLR linked)

SBI Home Loan Schemes Interest Rates for Interest Rates for Self
Salaried Employed

SBI Home Loan (Term Loan) 7.90% – 8.35% 8.10% – 8.50%

SBI Home Loan (MaxGain) 8.20% – 8.60% 8.35% – 8.75%

SBI Realty Home Loan 8.65% onwards 8.65% onwards

SBI Home Loan Top Up (Term 8.35% – 10.40% 8.50% – 10.55%

Loan)

SBI Home Loan Top Up (Overdraft) 9.25% – 9.50% 9.40% – 9.65%

SBI Bridge Home Loan 1st Year: 10.35% –

2nd Year: 11.35%

SBI Smart Home Top Up Loan 8.90% 9.40%

(Term Loan)

SBI Smart Home Top Up Loan 9.40% 9.90%

(Overdraft)

Insta Home Top Up Loan 9.05% 9.05%

1. SBI Home Loan

8
SBI Regular Home Loan can be availed for multiple purposes, including the
purchase of ready built property, under-construction property or pre-owned
homes, construction of a house, extension of a house, repair and renovation. The
interest rate for this scheme is linked to repo rate. The details of the product are:

Borrower Type Resident Indians

Loan Amount As per the applicant’s credit profile

Interest Rate Term Loan Maxgain

For Salaried: 7.90% – 8.35% For Salaried: 8.45% – 8.80%

For Self Employed: 8.20% – For Self Employed: 8.60% –
8.50% 8.95%

Loan Tenure Up to 30 years

Processing Fee 0.35% of the loan amount (Min. of Rs. 2,000 & Max. of Rs.
10,000)

Age Limit 18 – 70 years

NOTE:

• A premium of 10 bps will be added to the card rate for a loan up to Rs. 30
lakh, if LTV ratio is >80% & <=90%

• A premium of 10 bps will be added to the card rate for customers falls
under RG (4 to 6)

2.SBI NRI Home Loans:

SBI NRI Home Loan allows Non-Resident Indians (NRIs) to get financial support
when investing in properties.

Borrower Type Non-Resident Indians (NRIs) or Persons of

Indian Origin (PIOs)

9
Loan Amount As per the applicant’s credit profile

Interest Rate Varies from one case to another

Loan Tenure Up to 30 years

Processing Fee 0.35% of the loan amount (Min. of Rs. 2,000

& Max. of Rs. 10,000)

Age Limit 18 – 60 years

3.SBI Flexipay Home Loan:

SBI Flexipay Home Loan offers the option to pay the interest amount during the
moratorium (pre-EMI) period, and thereafter, pay moderated EMIs. In the
subsequent years, the monthly instalments increase under the step-up EMI plan.
This home loan variant is quite useful for young earners.

Borrower Type Resident Indians

Employment Type Salaried and Self Employed Professionals

Loan Amount As per the applicant’s credit profile

Interest Rate Varies from one case to another

Loan Tenure Up to 30 years

Processing Fee 0.35% of the loan amount (Min. of Rs. 2,000 &
Max. of Rs. 10,000)

Age Limit 21– 45 years (to apply for a loan) & 70 years
(for loan repayment)

4. SBI Privilege Home Loan:

10
SBI has launched SBI Privilege Home Loan exclusively for government employees.

Borrower Type Resident Indians

Employment Type Employees of Central & State Government,

which includes PSBs, PSUs of Central
Government & other individuals with
pensionable service

Loan Amount As per the applicant’s credit profile

Interest Rate Varies from one case to another

Loan Tenure Up to 30 years

5.SBI Shaurya Home Loan:

SBI Shaurya Home Loan scheme is dedicated to Army and other Indian Defense
personnel. The scheme, available at an attractive interest rate, comes with other
benefits, such as zero processing fees, zero prepayment penalty, concession for
women borrowers, interest concession in case of Check-Off, etc.

Borrower Type Resident Indians

Employment Type Defense personnel

Loan Amount As per the applicant’s credit profile

Interest Rate Varies from one case to another

Loan Tenure Up to 30 years

Processing Fee Nil

Age Limit 18 – 75 years

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6. SBI Realty Home Loan:

Customers who want to purchase a plot for the construction of a house can avail
SBI Realty Home Loan or SBI plot loan. To avail the benefits of this loan scheme,
customers must ensure that the house construction starts within 5 years from the
date of loan sanction. Under this loan scheme, customers can also avail another
Home Loan for the construction of the house.

Borrower Type Resident Indians

Employment Type Salaried and Non-Salaried Individuals

Loan Amount Up to Rs. 15 crore

Interest Rate Up to Rs. 30 lakh: 8.90%

Above Rs 30 lakh to Rs 75 lakh: 9.00%
Above Rs 75 lakh: 9.10%

Loan Tenure Up to 10 years

Processing Fee 0.35% of the loan amount (Min. of Rs. 2,000 &
Max. of Rs. 10,000)

Age Limit 18 – 65 years

Note:

• A premium of 10 bps will be added to the card rate for customers falling
under Risk Grade 04 to 06

• 05 bps interest rate concession for women borrowers

• A premium of 5 bps will be added for customers who do not have a salary
account with SBI

• An additional premium of 395 bps will be added to the final rate in case the
construction of the house is not completed and a completion certificate is
not submitted by borrowers within the stipulated period of 5 years.

7. Bridge Home Loan

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Many times, the gap between the sale of the existing property and the purchase of
the new property can pose a problem of short-term liquidity issue. To mitigate this
shortage of funds, you can opt for bridge loans. Check SBI Bridge Home
Loan details:

Borrower Type Resident Indians

Loan Amount Rs. 20 lakh to Rs. 2 crore

For 1st Year: 10.35% p.a.

Interest Rate
For 2nd Year: 11.60% p.a.

Loan Tenure Up to 2 years

0.35% of the loan amount (Min. of Rs. 2,000 &

Processing Fee
Max. of Rs. 10,000)

Age Limit 18–70 years

8. SBI Smart Home Top-Up Loan

The SBI Smart Home Top-Up Loan is a general-purpose loan. Customers can get
it from the nearest SBI branch/RACPC within minutes, without furnishing any
document. However, to avail the benefits of this loan, neither Home Top-Up nor
Insta Home Top Up Loan must be active. Also, the applicant must have a
satisfactory repayment track record of 1 year or more after the completion of the
moratorium.

Borrower Type Resident Indians & NRI

Employment Type Salaried and Non-Salaried Individuals

Loan Amount Up to Rs. 5 lakh

Credit Score Preferably 750 or above

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Interest Rate Salaried (term loan): 9.15%
Salaried (overdraft): 9.65%
Non-Salaried (term loan): 9.65%
Non-Salaried (overdraft): 10.15%

Loan Tenure Up to 20 years

Processing Fee Rs. 2,000 + GST

Age Limit 18 – 70 years

9. SBI Insta Home Top-Up Loan

This loan facility is available to all pre-selected SBI home loan customers at the
bank’s internet banking platform. This loan is processed and sanctioned without
any manual intervention. Be it the selection of customers, processing of their loan
request, disbursement of the loan or setting the standard instructions for loan
repayment, everything is performed by the system automatically. To avail the
loan, the existing home loan customers must have the minimum home loan limit
of Rs. 20 lakh with INB facility and a satisfactory track record of 3 years or more.
Also, no other top-up loan should be active at the time of loan application.
Borrower Type Resident Indians & NRI

Employment Type Salaried and Non-Salaried Individuals

Loan Amount Rs. 1 lakh to Rs. 5 lakh

Credit Score Preferably 750 or above

Interest Rate 9.30%, (regardless of risk grades, gender

& occupation)

Loan Tenure Min residual tenure of home loan of 5 years

Processing Fee Rs. 2,000 + GST

Age Limit 18 – 70 years

10. SBI Corporate Home Loan

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This loan scheme is for both Public and Private Limited Corporate Entities. They
can avail this loan to fund the construction/acquisition of Residential Units. The
loan must be availed in the name of the Company for use by their
Directors/Promoters and Employees. Under the scheme, the home loan transfer
facility is also available.

Borrower Type Public and Pvt. Ltd. Corporate Entities

Interest Rate Varies from one case to another

Processing Fee 0.50% of the loan amount (Min. of Rs. 50,000 &
Max. of Rs. 10 lakh)

11. SBI Home Loan to Non-Salaried

SBI offers home loan to non-salaried persons. Non-Salaried Individuals can avail
it for the purpose of construction/acquisition/repair/renovation of a residential
house/flat. Under the scheme, the bank also offers home loan transfer facility.

Borrower Type Resident Indians

Employment Type Non-Salaried Individuals

Loan Amount Rs. 50,000 to Rs. 50 crore

Interest Rate As per the applicant’s credit profile

Loan Tenure Up to 30 years

Processing Fee 0.35% of the loan amount (Min. of Rs.

2,000 & Max. of Rs. 10,000)

12. SBI Tribal Plus

Designed especially for hilly/tribal areas, SBI Tribal Plus home loan can be availed
for purchase or construction of a new house/flat (without mortgage of land),
purchase of an existing (old) house/flat which is not more than 10 years old, and
repair /renovation/extension of an existing house or flat.

15
Borrower Type Resident Indians

Loan Amount Up to Rs. 10 lakh

Interest Rate 8.65% onwards

Loan Tenure Up to 15 years

Processing Fee 0.35% of the loan amount (Min. of Rs. 2,000 &
Max. of Rs. 10,000)

Age Limit 21 – 60 years

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13. SBI CRE (Commercial Real Estate) Home Loan:

CRE Home Loans are perfect for all those who own two houses or more and
require funding to purchase the next house. Under this loan scheme, the maximum
number of houses/flats/residential plots is restricted to three. Also, the maximum
number of home loans in the name of an individual (including the existing &
proposed loan) is five.

Borrower Type Resident Indian

Loan Amount As per the applicant’s credit profile

Interest Rate 9.05% onwards

Loan Tenure Up to 30 years

Processing Fee 0.35% of the loan amount (Min. Rs. 5,000)

Age Limit 18 – 70 years

Other SBI Home Loan Schemes

• SBI Maxgain:Under ‘SBI – Maxgain’, home loans are sanctioned as an

overdraft wherein the drawing power on the overdraft will reduce monthly
to the extent of the principal component of the SBI home loan EMI so that
the overdraft is liquidated at the end of the loan tenure.

• SBI Green Home Loans: To contribute to the fight against adverse

climate change, SBI adopted a Green Banking Policy. And for this purpose,
one of the initiatives SBI has taken is to incentivize borrowers who go in
for Green Projects, i.e. projects which reduce Carbon Emissions and
promote Renewable Energy.

• Pre-EMI Interest by Builders Scheme: In this scheme, the builder agrees

to service full or part of the Pre-EMI interest (during the moratorium
period) as an incentive to homebuyers to generate maximum sales. The

17
 scheme is restricted to the approved projects under our Builder Tie Up
arrangement, subject to fulfilment of the bank’s guidelines.

• SBI Suraksha: SBI offers life insurance linked to the housing loan. The
premium of RinN Raksha is funded by SBI and the repayment is spread
over the entire tenor of the loan in EMIs. This facility will be available to
new home loan accounts and to an existing home loan in case the customer
now opts to avail SBI Life cover.

SBI Home Loan Eligibility Criteria:

SBI offers several home loan schemes, each having its own eligibility criteria.
Customers planning to apply for SBI Home Loan must check the home loan
eligibility criteria to avoid loan rejection. The common SBI home loan eligibility
Criteria is given as below:

Borrower Profile Indian Residents/NRIs/PIOs

Employment Type Salaried/Self Employed

Age 18 to 75 years

Credit Score Preferably 750 and above

Income Varies from case to case

SBI Home Loan EMI Calculator:

The table below shows SBI home loan EMI calculation for different
loan amounts, loan tenure and interest rate:
Loan Amount Interest Rate EMIs as per Different Loan Tenures

15 years 20 years 30 years

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Rs. 40 lakh 8.00% Rs. 39,155 Rs. 33,832 Rs. 29,770

Rs. 60 lakh 8.75% Rs. 57,860 Rs. 50,748 Rs. 44,655

Rs. 80 lakh 8.50% Rs. 77,147 Rs. 67,664 Rs. 59,540

Rs. 1 crore 8.25% Rs. 96,433 Rs. 84,580 Rs. 74,425

SBI Home Loan Documents Required for Salaried & Self Employeed
:

• Completed SBI home loan application form

• Three passport size photographs

• Employer Identity Card (for salaried applicants)

• Proof of Identity (Any one): PAN/ Passport/ Driver’s License/ Voter ID

card

• Proof of Residence/ Address (Any one): Recent copy of Telephone

Bill/ Electricity Bill/Water Bill/ Piped Gas Bill or copy of Passport/ Driving
License/ Aadhaar Card

• Property Documents: Permission for construction, occupancy

certificate, approved plan copy, payment receipts, etc.

• Account Statement: Last 6 months’ bank account statements and loan

account statement of last one year (if applicable)

• Proof of Income (For Salaried): Salary Slip/ Salary Certificate of last

3 months and a copy of Form 16 for last 2 years/ copy of IT Returns for last
2 financial years, acknowledged by IT Dept.

• Proof of Income (For Non-Salaried): Business address proof, IT

returns for last 3 years, Balance Sheet & Profit & Loss A/c for last 3 years,

19
 Business License Details(or equivalent), TDS Certificate (Form 16A, if
applicable) and Certificate of qualification (for C.A./ Doctor and other
professionals).

SBI GOLD LOAN:

The State Bank of India offers Gold Loans of up to Rs.20 lakhs to its existing
customers against their gold valuables. So anyone having gold assets which are
laying idle can pledge these assets to avail ready cash for meeting any kind of
business or personal needs for which the individual is facing a cash shortage. SBI
Gold Loan is a multi-purpose loan which can be used for several of
requirements. The only prohibitive use of the loan is in speculative purposes or
illegal acts. The loan amount can also be used for personal expenses like marriage,
education of child, building a property, going on a leisurely vacation, etc.

Features Of SBI Gold Loan:

o The existing customers of the SBI bank can avail this loan and it is not
sold to anybody else.

o Loan can be availed for a maximum amount of Rs.20 lakhs. The minimum
amount of loan which can be availed is Rs.10,000 in rural and semi-urban
areas and Rs.20,000 for metros and urban areas. So the applicant can
borrow any amount of the loan as per his requirement as long he stays
within the specified minimum and the maximum limits of the loan

o Gold ornaments or jewelry are to be pledged to the bank for availing the
loan. Gold coins issued by SBI can also be pledged to avail a loan under
this scheme

o The process of sanctioning the loan and disbursing of the amount is fast
and simple. Very simple documents which are easily available with the
individual are asked to be submitted and once submitted, the loan is issued
instantly

20
 o The rate of interest charged on the loan is low which can suit the pockets
of the borrowers when they are making the payment of the loan
instalment.

o The bank maintains a margin of 25% of the value of the gold. Thus, the
applicant ends up receiving 75% of the value of his gold pledged with the
bank while the remaining 25% is retained by the bank as margin.

o The maximum tenure for repaying the loan instalments is 30 months for
demand loan and 36 months for overdraft. The instalment payment would
commence one month post the date the disbursement of the loan is made
and would be required to be paid off within the stipulated tenure. The
individual may choose a lower tenure of repayment like 1 or 2 years but
the period or repayment cannot exceed 2.5 years and the loan has to be
repaid within 30 months or 36 months depending on loan type.

o The security required for availing the loan is the gold ornaments including
gold coins which are issued by the bank.
SBI Gold Loan Interest Rate:
Interest Rate 2% + 1yr. MCLR = 11.05%

Minimum Loan Amount Rs. 20,000

Max. Loan Amount Rs. 20 Lakhs

Gold Loan Margin 25%

Maximum Repayment Tenure 30 months (36 months for

overdraft)

Processing Fees Hallmarked 0.50% of loan sanctioned + ST

Jewellery/Special Bank Gold Coins

21
 For Loan amounts not
exceeding Rs. 25000 – Rs. 250 +
ST
Processing Fees of non-hallmarked
For Loans amounts > Rs. 25000
ornaments
– higher among 0.5% of loan
amount sanctioned + ST or Rs.
500 + ST

*The above table is indicative and subject to periodic revision.

Currently the bank charges a rate of interest on gold loan which is 2.00% above
the 12 months MCLR. The MCLR is currently 9.15% per annum making the
interest rate chargeable on gold loan equal to 11.15% per annum.

Document And Eligibility Criteria For SBI Gold Loan:

Following documents are required while applying for a Gold Loan.

o Application Form for Gold Loans which should be duly filled up by the

applicant o Two copies of Photographs of the borrower o Proof of Identity

of the borrower PAN Card or Aadhaar Card Copy.

o Proof of Address of the Borrower Eligibility Criteria:

o The applicant must be above 21 years of age at the time of applying for the
loan. So anyone who is aged 21 years and above can easily avail the loan if
he or she matches the other mandated criterion.

o Anyone with a steady source of income can avail the loan which also
includes bank employees and Pensioners.

Gold Loan EMI Calculator:

Using the Gold Loan EMI calculator facility, an individual, if he desires, can check
the tentative amount he is required to pay as installment for his gold loan.

22
The calculator calculates the corresponding EMI against the value of the loan
sought and the repayment term chosen by the customer. This makes the borrower
aware of his instalment outgo which he can adjust as per his affordability. Below
are some instances of the instalments calculated using the calculator

o Mr. A has a business financing requirement equaling Rs.2.5 lakhs for

which he seeks a loan. He decides to utilize the idle gold jewelry of his wife
as a pledge for availing a gold loan from the bank.He chooses a repayment
period of 12 months for which the bank charges his an interest

of 12.50% per annum on the outstanding balance of the loan.

Hiscorresponding EMI amounts to Rs.22,270 approximately with a total
interest amount payable equaling Rs.17,249 for the entire tenure.

o Mr. B, a small time businesswoman working out of her home, faces a cash
requirement of Rs.5 lakhs for meeting a large order received by her. She
decides on a gold loan pledging her gold ornaments in the process. She
chooses the repayment tenure of 18 months for the amount of loan she
requires and the bank charges her an EMI of Rs.30,608. Within these 18
months, she completes the loan repayment paying a total of Rs.50,931 in
interest.

o Mr. C requires working capital for his paper mill business. His
requirement is Rs.10 lakhs and he has sufficient gold assets which can be
pledged for availing the loan. He chooses the term of 20 months for
repayment as he feels he would be able to afford the EMI relevant to such
a long tenure. The bank accepts his application and grants him the
required loan charging him an EMI of Rs.55648 in the process. Mr. C
chose the maximum allowable tenure beyond which repayment is not
allowed. For his total loan, he paid a total interest of Rs.112,962 to the
bank.

The following table tabulates the above instances for a clearer understanding:

Applicant Loan Interest Term EMI Total Interest

Amount Rate Payable

23
 Mr. A 2.5 lakhs 12.5% 12 22, 270 17,249
months

Mr. B 5 lakhs 12.5% 18 30, 608 50,931

months

Mr. C 10 lakhs 12.5% 20 55, 648 112,962

months

CARD’s:

SBI Credit Card:

Best SBI Credit Cards in India 2020

Best SBI Credit Cards in India 2020

SBI Credit Card Key Feature Annual Fee

SBI Simply Save Card 10X Reward Points on Rs.499

Dining, Movies,
Departmental Stores
and Grocery Spends

SBI Simply Click 10X Reward Points on Rs.499

Card shopping with
exclusive partners like
Amazon and Book My
Show

Air India SBI Complimentary Rs.1,499

Platinum Card membership to Air
India’s Frequent Flyer
Program-Flying
Returns

Air India SBI Access to over 600 Rs.4,999

Signature Card international luxury
airport lounges
through Priority Pass
Program

24
SBI Style Up Flat 10% discount Rs.499
Contactless Card round the year when
shopping at FBB and
Big Bazaar stores

IRCTC SBI Platinum 10% value back as Rs.500

Card Reward points when
booking AC1, AC2 and
AC CC tickets on
irctc.co.in

SBI Card Elite Complimentary movie Rs.4,999

tickets worth Rs.6,000
every year

Mumbai Metro SBI Auto top-up of Rs.200 Rs.499

Card on the smart card
when balance comes
down to Rs.50

Yatra SBI Card 20% off on domestic Rs.499

hotel booking for a
minimum transaction
of Rs.3,000

SBI Card Prime Complimentary Rs.2,999

Trident Privilege Red
Tier Membership

BPCL SBI Card Up to 4.25% value Rs.499

back at BPCL petrol
pumps

25
Best SBI Credit Card’s:

Some of the SBI credit cards are specially curated to provide huge benefits on
shopping such as cash back, rewards, discounts, etc. The following SBI Credit
Cards are best-suited for shopping:

1. Simply Save SBI Credit Card:

Best suited for: Shopping

Key Highlights:

Bonus Rewards- 2000 bonus reward points on spending Rs. 2,000 in first 60 days
of card issuance.

Annual Fee Reversal- Spend Rs. 1 lakh or more in a year to avail annual fee
reversal in the next year.

Rewards- 1 Reward Point on every Rs. 100 spent,10X more reward points on
Dining, Movies, Departmental Stores and Grocery Spends (4 Reward Points = Re.
1).

Fuel Surcharge Waiver- 1% fuel surcharge waiver capped at maximum Rs. 100
per statement cycle.

Other SBI Card Benefits- Flexipay, Easy Bill Pay, Balance Transfer and other
additional benefits.

2. Simply Click SBI Credit Card:

Best suited for: Shopping

26
Key Highlights:

Welcome Gift- Rs. 500 worth e-gift card from Amazon

Reward Points- 1 Reward Point on every Rs. 100 spent

Extra Rewards on Online Shopping- 10X Reward Points when shopping online
with exclusive partners

Milestone Benefits- Spend Rs. 1 lakh and Rs. 2 lakh in a year to get e-voucher
worth Rs. 2,000 each

Annual Fee Reversal- Spend Rs. 1 lakh in a year to get annual fee reversed in the
subsequent year

Contactless Payment- Simply wave the card at a secured reader to make payment
of up to Rs. 2,000.

3. SBI Style Up Contactless Credit Card:

Best suited for: Shopping

Key Highlights

Welcome Gift- Voucher from FBB worth Rs. 500

Bonus Rewards- 2,000 bonus reward points every year

27
Discount at Big Bazaar Stores- Flat 10% discount when shopping at FBB and Big
Bazaar stores.

Accelerated Rewards- 10X reward points when shopping at Big Bazaar, FBB,
standalone Food Bazaar outlets, etc.

Pay Utility Bills Easily- Set standing instructions to pay your utility bills

Contactless Payment– Simply wave the card at a secured reader to make

payments up to Rs. 2,000.

Convert Purchases into EMIs- Convert high-value purchases into easy EMIs with
Flexipay.

SBI Travel Credit Cards:

Frequent travellers should always choose a travel credit card that offers rewards
in the form of free air miles, airport lounge accesses, hotel vouchers etc. Here are
the top 4 travel credit cards from SBI Card:

1. Air India SBI Platinum Credit Card:

Best suited for: Travel

Key Highlights

Welcome Gift- 5000 Reward Points on payment of joining fee.

Travel Benefit– Complimentary Air India’s Frequent Flyer Program-Flying

Returns.

Reward Points– 5X reward points on every Rs. 100 spent on Air India flight
bookings, up to 15,000 bonus points annually.

28
Air Mile Conversion- Convert Reward Points into Air Miles (1 RP is equal to 1
Air India Air mile).

Lounge Access- Complimentary VISA lounge access at all domestic airports.

29
2. Air India SBI Signature Credit Card:

Best suited for: Travel

Key Highlights:

Welcome Gift- 20,000 reward points.

Travel Privilege- Complimentary membership to Air India Frequent Flyer

Program- Flying Returns.

Reward Earnings- Up to 30 Reward Points on every Rs. 100 spent on Air India
tickets bookings through airindia.com or Air India mobile app.

Lounge Access- Access to over 600 international luxury airport lounges through
the Priority Pass Program and VISA Lounge Access at domestic airports..

Anniversary Gift- 5,000 Bonus Reward Points every year.

3. IRCTC SBI Platinum Credit Card:

Best suited for: Train Tickets

Key Highlights:

Welcome Bonus- 350 activation bonus reward points on spending Rs.500 within
45 days of card issuance.

Value-back on IRCTC- Up to 10% value back as Reward points on buying AC1,

AC2 and AC CC tickets on irctc.co.in

30
Fuel Surcharge Waiver- 1% fuel surcharge waiver across all petrol pumps capped
at Rs. 100 per statement cycle.

Cash back on ATM Withdrawal– Rs.100 cash back on first ATM cash
withdrawal within 30 days of receiving the card.

Travel Privileges- Tailor-made travel packages for leisure tours to various places
in India.

SBI Card Benefits- Transfer outstanding balances from other cards and convert
high-value purchases into EMIs with Flexipay.

4. SBI Mumbai Metro Credit Card

Best suited for: Travel

Key Highlights:

Preloaded Value- Preloaded Rs. 50 or Auto top-up of Rs. 200 on Mumbai Metro
card when balances come down to Rs. 50.

Reward Earning- 10 reward points on Rs. 100 spent on auto top-up of the card.

Extra Rewards- 10X reward points when shopping at grocery and departmental
stores.

Annual Fee Reversal- Spend Rs. 1 Lakh or more in a year to get annual fee
reversed.

Bonus Rewards- Spend Rs. 2,000 in the first 60 days to get 2,000 Reward Points..

Mumbai Metro Benefits- Up to 20% discount on Mumbai Metro travel.

SBI Fuel Card:

31
Fuel cards provide fuel surcharge waiver on fuel spends at petrol pumps. Details
of one of the best SBI Credit Card for fuel spends is mentioned below:

BPCL SBI Credit Card:

Best suited for: Fuel

Key Highlights:

Welcome Gift- 2,000 activation bonus points worth Rs. 500.

Fuel Privileges- 13X reward points + 1% fuel surcharge waiver at BPCL petrol
pumps on every transaction up to Rs. 4,000.

Rewards- 5 reward points on spending Rs. 100 at departmental stores, groceries,

dining and movies.

Utility Bill Payments- Pay your utility bills using the easy bill pay facility.

Balance Transfer- Transfer outstanding from other cards and get a lower rate of
interest and payback in EMIs.

How To Get SBI Credit Card Reward Point?

With SBI credit card, you do not only get the power of spending more, you can
also earn while spending with its exciting rewards program. The number of
reward points that one can earn differs from card to card and can be redeemed
for gift vouchers, accessories, shopping and more. These are the number of points
you can earn for different SBI cards-

32
Card General Spend Based
Type

Platinum 2 Reward Points 10 Reward Points for every Rs.100 spent

for every Rs.100 on Dining, Departmental Store &
spent International Spends

Signature 2 Reward Points 10 Reward Points for every Rs.100 spent

for every Rs. 100 on Dining, Departmental Store &
spent
International Spends

Simply 1 Reward Point 10 Reward Points for every Rs.100 spent

Save for every Rs. 100 on Dining, Movies, Departmental Stores
spent
&
Grocery spends

Simply 1 Reward Point 1. 5 Reward Points for every Rs.100

Click for every Rs. 100 spent on online spends
spent
2. 10 Reward Points for every Rs.100
spent for online spends with
exclusive SBI partners

SBI Debit Cards:

State Bank of India offers a wide array of debit cards suitable for lifestyle needs
of all and sundry. SBI debit cards can be used to transact at more than 1 lakh
ATMs and POS terminals worldwide. Customers are entitled to 5 free ATM
transactions every month along with special benefits and signature privileges such
as insurance, discount vouchers, reward points on every transaction and much
more. SBI debit cards can be used for booking train or flight tickets, movie tickets,
making online purchases and dinner reservations, travelling, retail expenditures
and more. In order to ensure safety of online transactions, SBI debit cards are

33
secured with 2 factor authentication using Verified by Visa/MasterCard Secure
Code.

Types of SBI Debit Cards:

1. State Bank of India Classic Debit Card:

The following are some of the key features of the State Bank of India Classic Debit
Card:

• Earn 50 Freedom Rewards points on first purchase within one month

from the date of card issuance.

• Earn 100 Freedom Rewards points on making third transaction within

one month from the date of card issuance.

• Earn 1 Freedom Rewards point on every Rs.200 spent on dining,

travelling, online shopping etc.

• Use your State Bank Classic Debit Card to make at least 3 transactions
every quarter and double your reward points.

• Get instant SMS alerts for every ATM withdrawal and transaction you
make.

2. State Bank Silver International Debit Card:

34
The following are the key features of the State Bank of India Silver International
Debit Card:

• Use your debit card for shopping at more than 5 lakh merchant outlets
established within India and over 30 million outlets worldwide.

• Use your State Bank Silver International Debit Card for at least 3
transactions per quarter and get double reward points on your all spends.

• Earn bonus reward points on first three transactions you make using your
State Bank of India Silver International Debit Card within one month of
card issuance.

• Redeem your accumulated reward points for exciting gifts and vouchers

3. State Bank Global International Debit Card:

The following are the key features of the State Bank of India Global International
debit card, a top choice among international travellers:

35
 • Enjoy shopping at over 6 lakh merchant outlets in India and over 30
million across the globe.

• Swipe your card for at least 3 times in a quarter and earn double reward
points for your transactions.

• Use your card for online shopping, booking movie tickets, travelling,
paying bills and much more.

• Ensure secure online transactions with MasterCard Secure Code or

Verified by VISA.

• Avail 100 bonus Freedom Reward points on your third transaction within
one month of card issuance.

4. State Bank Gold International Debit Card:

The following are the key features of the State Bank of India Gold International
debit card:

• Earn State Bank Rewards bonus points while making first three
transactions within first month of card issuance

• Earn 1 State Bank Rewards point for every Rs.200 spent on dining,
shopping, fuel spends, travelling and much more.

• Avail higher cash withdrawal and transaction limits with your State Bank
Gold International Debit Card.

36
4. State Bank Platinum International Debit Card:

The following are the key features of the State Bank of India Platinum
International debit card.

• Get higher transaction and withdrawal limits.

• Triple your reward points by making at least 3 transactions within a

quarter. Redeem your accumulated reward points for exciting gifts and
offers.

• Get complimentary personal death insurance worth Rs.5 lakhs and

purchase protection insurance of up to Rs.50000.

• Earn 50 points on your first and second transaction within 1 calander

month of card issuance. Also earn 100 bonus reward points on your third
card transaction made within one month of card issuance.

• Earn 1 State Bank Rewards point for every Rs.200 spent on dining,
shopping, travelling, booking train tickets an more

INVESTMENTS:

Fixed Deposits:

SBI fixed deposits are some of the safest investment avenues available in the
market. The bank provides its customers with an option to invest their savings in
as many as 5 types of fixed deposit schemes. These schemes carry competitive SBI
FD interest rates thus extending significant returns to the investors.

Read further to know the updated SBI FD rates along with features & benefits of
FD schemes like SBI loan against FD and SBI premature withdrawal.

37
SBI Fixed Deposits Interest Rate:

Domestic deposits below Rs. 2 crore

SBI FD Interest Rates (p.a.)

Tenure Regular Citizens Senior Citizens

7 days to 45 days 3.50% 4.00%

46 days to 179 days 4.50% 5.00%

180 days to 210 days 5.00% 5.50%

211 days to less than 1 year 5.00% 5.50%

1 year to less than 2 years 5.70% 6.20%

2 years to less than 3 years 5.70% 6.20%

3 years to less than 5 years 5.70% 6.20%

5 years and up to 10 years 5.70% 6.20%

Note: The above mentioned SBI FD rates in effect from 28th March 2020 and are
subject to change anytime without prior notice. SBI staff members and SBI
pensioners get an additional 1% interest rate. SBI staff members and SBI
pensioners get the extra benefit of 1% in the fixed deposit interest rates. SBI
pensioners get 0.50% (senior citizen benefit) + 1.00% (staff benefit), i.e. 1.50%
extra FD interest rate.

38
SBI Fixed Deposit Interest Rates for Domestic Bulk Deposits (Rs. 2 crore and
above):

SBI FD Interest Rates (p.a.)

Tenure Regular Citizens Senior Citizens

7 days to 45 days 3.50% 4.00%

46 days to 179 days 3.50% 4.00%

180 days to 210 days 3.70% 4.20%

211 days to less than 1 year 3.70% 4.20%

1 year to less than 2 years 3.70% 4.20%

2 years to less than 3 years 3.70% 4.20%

3 years to less than 5 years 3.70% 4.20%

5 years and up to 10 years 3.70% 4.20%

Note: The Interest rates are applicable on deposits of Rs. 2 crore and above with
effect from 28th March 2020.

SBI Tax Saving FD Rates

Tenure Regular Citizens Senior Citizens

5 – 10 years 5.70% 6.20%

39
Term wise SBI FD Interest Rates:

• SBI FD interest rates range from 3.50% to 5.70% for regular residents. For
senior citizens, this range starts from 4.00% and sets at 6.20%’

• For deposits maturing in 180 days to less than 1 year, depositors can gain
returns @ 5.00% while senior citizens get these returns at 0.50% higher
rate of 5.50%.

• For tenure ranging from 1 year to 10 years, investors can expect returns @
5.70% (6.20% for senior citizens).

Note: These rates are updated from time to time.

SBI Fixed Deposit’s Rate for NRI’S:

For Non-Resident Indians (NRIs), SBI has put forth 4 different types of accounts
where they can book an FD. These are:

• NRE (Non-Resident External) FD Account

• NRO (Non-Resident Ordinary) FD Account

• FCNR (Foreign Currency Non-Repatriable ) FD Account

• RFC (Resident Foreign Currency) FD Account

Below are the current rates for the SBI NRI fixed deposit accounts:

1. SBI Interest Rates for Non-Residential External (NRE) FD Account:

SBI provides NRE FD account for NRIs so that they can invest their savings and
earn interest on the same without having to bear market-related risks. The money
can be deposited in any foreign currency which is converted into Indian currency
(INR) at the time of deposit. Thus, withdrawals are made in Indian Rupee.

40
NRE Term Deposit Interest Rates by SBI

Tenure Below Rs. 2 Crore Rs. 2 Crore & above

1 year to less than 2 5.70% 3.70%

years

2 years to less than 3 5.70% 3.70%

years

3 years to less than 5 5.70% 3.70%

years

5 years and up to 10 5.70% 3.70%

years

Note: The above mentioned SBI NRE FD rates are subject to change without
prior notice.

2.SBI Interest Rates for Non-Residential Ordinary (NRO) FD Account:

NRO FD accounts are for NRIs (Non-Resident Indians). NRIs can deposit their
savings in this type of account in Indian Currency (INR). The principal, as well as
interest earned, is taxable in India. The account can be opened jointly with an
Indian resident.

NRO Term Deposit Interest Rates by SBI

Tenure Deposits below Rs. 2 Deposits of Rs. 2

crore crore
& above

7 days to 45 days 3.50% 3.50%

41
46 days to 179 days 4.50% 3.50%

180 days to 210 days 5.00% 3.70%

211 days to less than 1 5.00% 3.70%

year

1 year to less than 2 5.70% 3.70%

years

2 year to less than 3 5.70% 3.70%

years

3 years and up to 5 5.70% 3.70%

years

5 years and up to 10 5.70% 3.70%

years

Note: The above mentioned SBI FD rates are subject to change without prior
notice.

3.SBI Interest Rates for Foreign Currency Non-Repatriable (FCNR) FD Rates:

FCNR account is a type of fixed deposit which is designed to benefit NRIs. Deposits
can be made in any of the stated foreign currencies, i.e. USD, GBP, CAD, AUD or
JPY. Tax, as well as principal, is not taxable in India but in the respective foreign
country. This account can be opened by individuals or with two or more NRI
account holders.

SBI FCNR Term Deposit Interest Rates

Tenure/Currency USD GBP EURO CAD AUD JPY

42
1 year 1.65 1.07 0.01 1.94 0.55 0.02

Above 1 year to less than 2 1.65 1.07 0.01 1.94 0.55 0.02
years

2 years to less than 3 years 1.51 1.07 0.01 1.5 0.51 0.05

3 years to less than 4 years 1.48 1.06 0.01 1.41 0.5 0.05

4 years to less than 5 years 1.47 1.06 0.1 1.4 0.61 0.05

5 years 1.51 1.07 0.15 1.39 0.66 0.05

4.SBI Interest Rates for Resident Foreign Currency Account (RFC):

RFC FD or Resident Foreign Currency Fixed Deposit is an account which is

available for Indian residents who have returned from a foreign country having
savings in any of the stated foreign currency of USD, GBP or EURO. Interest and
deposit amount are paid in foreign currency, i.e. in the currency it was deposited
in the first place.

SBI RFC Interest Rates

Tenure USD GBP EURO

1 year to less 2.51% 1.25% 0.01%

than 2 years

2 years to less 2.41% 1.32% 0.01%

than 3 years

3 years 2.40% 1.35% 0.01%

43
Note: The above-mentioned RFC rates are applicable to w.e.f. 28th March 2020
and are subject to change any time without notice. For 1 year deposits, simple
interest is applicable. For the remaining tenure, compounding of interest is done
on a half-yearly basis.

Before investing in SBI fixed deposit schemes, it is quite imperative to know the
important features it offers:

• Tenure starts from 7 days and goes till 10 years

• Special FD scheme to benefit the taxpayers as per Section 80C (Income

Tax Act, 1961)

• Minimum deposit amount starts from Rs. 1000 with no upper limit

• Facility to deposit in bulk available (i.e. deposit above Rs. 2 crore)

• Extra 0.5% interest rates for senior citizens (individuals aged 60 years or
more)

Investing in SBI FD scheme shall benefit investors in the following ways:

• Guaranteed returns at a fixed interest rate at the time of booking

• Insurance cover of Rs. 1 lakh to all investors

• Choice of interest payout (monthly/quarterly)

• Loan/Overdraft facility to cope with financial setbacks

• Automatic renewals available

• Option to withdraw prematurely available

44
RECURRING DEPOSITS:

The State Bank of India or SBI offers a wide range of safe deposit schemes such
as recurring deposits that offer assured returns to its customers along with the
affordability factor. Investing in a recurring deposit is a good choice for those who
do not have a regular income but they want to increase their saving. With the
guarantee of assured returns based on the prevailing SBI RD interest rates,
recurring deposits prove a logical choice for the risk-averse investors with an
irregular income.

SBI RD Interest Rates 2020

The rates provided by State Bank of India for recurring deposits are the same as
the other term deposit schemes offered by the bank. The prevailing rates on the
SBI recurring deposits have been tabulated here:
Tenure RD Rates in SBI (p.a.)

Regular Citizens Senior Citizens

7 days to 45 days 4.50% 5.00%

46 days to 179 days 5.50% 6.00%

180 days to 210 days 5.80% 6.30%

211 days to less than 5.80% 6.30%

1 year

1 year to less than 2 6.25% 6.75%

year

2 years to less than 3 6.25% 6.75%

years

45
3 years to less than 5 6.25% 6.75%
years

5 years and up to 10 6.25% 6.75%

years

Note: The above-mentioned SBI RD interest rates are applicable with affect from
November 10th, 2019. Additional 1% rate of interest to SBI staff and SBI
pensioners.

Types of SBI Bank Recurring Deposit Schemes:

SBI provides 2 types of recurring deposit schemes to its account holders. All these
offer higher returns with constant interest payout or at maturity. RD schemes
offered by SBI are:

1. Regular Recurring Deposit Scheme:

The SBI RD scheme is targeted towards investors who want to build a wealth
corpus by investing fixed installments every month over a specified period of time.
Since the minimum deposit amount is as low as Rs. 100, students and people from
the low-income group can also take advantage of this investment scheme. The
account can be opened by individuals, HUFs, partnership firms, trusts,
associations, companies, etc.

Further information about the scheme is detailed in the table below:

Particulars Details

Tenure 12 months – 120 months

Min. Deposit Amount Rs. 100

46
 Rates for Senior Citizens Additional 0.50% rate of interest

Premature Withdrawal Available

Loan against RD Available; up to 90% of deposit

Features • Nomination facility

available

• Penalty levied on
nonpayment of monthly
installments

• TDA applicable as per

the tax laws

2. SBI Flexi Deposit Scheme:

SBI Flexi Deposit scheme is a type of recurring deposit scheme wherein the deposit
installments are variable. Deposits in this scheme can be made any time in a month
and for any number of times. Further features of the scheme are as follows:

SBI Flexi Deposit Scheme Key Points

Tenure 5 – 7 years

Minimum Deposit Amount Rs. 5,000; every financial year

Premature Withdrawal Allowed (Interest rate offered is

0.5% lesser than the applicable rate)

47
 Loan Facility Available; up to 90% of deposit
amount

1. Deposits can be made

2. monthly

Interest compounded
quarterly
Features
3.
Affordable in terms of min.
installment worth Rs. 500

4. Nomination facility available

• Deposits can be made any time during a month for any number of times

• The maximum amount of deposit in a financial year is Rs. 50, 000

• Interest is compounded quarterly on the balance outstanding at the

month-end

• Premature withdrawal is allowed and the applicable SBI fixed deposit rates
will be 0.50% lower than the rate applicable for the period the deposit has
remained in the bank

SBI Premature Withdrawal Facility:

SBI facilitates its customers to make premature withdrawal from their recurring
deposit account in time of need. The following points are important w.r.t. SBI
RD:

• 05% penalty levied for deposits up to Rs. 5 lakh.

• 1% penalty levied for deposits above Rs. 5 lakh but below Rs. 1 crore.

• No interest shall be paid on deposits withdrawn before 7 days from

opening of account.

48
SBI Loan against RD:

Apart from attractive SBI RD interest rates another point worth notice is the
facility to avail loan against the recurring deposit. The bank has made it possible
for its RD customers to take loan for a maximum of 90% of the deposit amount in
the account. Such loans are given keeping the RD as collateral.

Banking Services:

1 .Balance Enquiry:

Customers having a bank account with the State Bank of India (SBI) can check
their account balance through numerous methods. SBI Balance Enquiry is offered
through its toll-free number, mini statement, mobile banking, net banking, ATM,
branch visit, SMS banking (SBI Quick), etc. One can opt for any one of the
following methods for SBI balance check:

SBI Balance Enquiry Toll Free Number:

SBI customers can use the SMS banking services provided by the bank to check
their SBI account balance or receive a mini-statement. All they need to do is give
a missed call or send a SMS from their registered mobile number on the SBI
balance enquiry toll-free number. In a few seconds, they will receive their balance
details on their phone.

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 • To check the account balance, customers can give a missed call on the SBI
balance enquiry toll-free number mentioned below:

09223766666 Or SMS “BAL” to 09223766666

• The toll-free (missed call service) SBI number for mini statement is
mentioned below:

09223866666 or SMS “MSTMT” to 09223866666 Different

Options for SBI Balance Enquiry:

Here are a few alternate ways through which customers can do SBI account
balance check:

• ATM

• Net Banking

• SMS Banking

• SBI Card Balance Enquiry

• Passbook

• Mobile Banking using the State Bank of India (SBI) Mobile Apps

• SBI Anywhere

• SBI Quick

• SBI Online

• SBI Anywhere Saral (SBI mPassbook)

• Missed Call Banking

These SBI balance enquiry options have been discussed in detail here:

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SBI ATM

Customers having an SBI account can also use the ATM-cum-debit card issued to
them for SBI account balance. They need to visit a State Bank of India ATM and
follow the steps mentioned here:

• Swipe the SBI ATM-cum-debit card

• Use the 4-digit ATM PIN

• Choose the “Balance Enquiry” option

• Finish the transaction

Customers also have the option to check their last 10 transactions by choosing the
“Mini Statement” option at the ATM. The SBI ATM will print a receipt containing
the details of the last 10 account transactions. SBI account holders can also visit
non-SBI or third-party ATM service to check their account balance.

It is important to note here that RBI has limited the number of free transactions
per ATM card. Balance enquiry is also counted as a transaction. Once you exhaust
your free transactions, you will have to pay transaction charges for every
transaction you carry out in the month. Remember, the number of transactions
includes both carried out at SBI and non-SBI ATMs.

This is one of the primary reasons why account holders should opt for SBI Balance
Enquiry online. Hence, it is advised that ATMs should be used for cash
withdrawals or other services only. SBI Balance enquiry or any other bank
account balance check should be done through mobile or online methods, which
are convenient and both time and cost effective.

SBI Net Banking:

SBI account holders who have registered for the net banking facility can use their
SBI net banking login id and password to log into their net banking account. They
can choose a range of banking facilities provided by SBI to its customers including
balance enquiry, home loans, mortgage loans, funds transfer, personal loans, etc.

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SBI SMS Service:

SBI customers can use their mobile numbers to register for the SMS service and
then use it to check their account balance. They can follow the steps mentioned
below to register for the same. The format of the SMS is as given below:

“REG<space>Account Number” to 09223488888

SBI will send a registration confirmation message. Customers can now use this
service to check the SBI account balance, mini statement, cheque book request, e-
statement, education loan interest certificate and home loan interest certificate.

SBI Card Balance Enquiry:

SBI credit card users can check their balance and other details using the SMS
service. One can get various details by sending an SMS to the number 5676791 in
the format mentioned below:

Service/Information SMS Format

Balance enquiry BAL XXXX

Available credit and cash limit AVAIL XXXX

Block your lost or stolen card BLOCK XXXX

Last payment status PAYMENT XXXX

Reward point summary REWARD XXXX

Subscribe to e-statement ESTMT XXXX

Request for duplicate statement DSTMT XXXX MM

(Statement Month in MM)

SBI Passbook:

52
 • State Bank of India issues passbook to its customers when they open a
bank account.

• Customers need to keep their passbooks updated at all times to make sure
that it contains the information about all carried out transactions.

• Customers can open their updated passbooks to check the current

balance and also see the record of both the debit and credit transactions
carried out by them.

• Customers need to visit the bank branch for each passbook update.

• This method of balance enquiry is still available since a lot of people are
still not keen on using net banking or mobile banking services provided by
the bank.

SBI Mobile Banking:

SBI offers mobile banking services to its customers through a range of mobile apps
including SBI Anywhere, SBI Online, and SBI Anywhere Saral. Here are the ways
in which account holders can check SBI account balance using smartphones:

1. SBI Anywhere:

• SBI customers can download the SBI Anywhere app on their Android or
iOS devices to avail the mobile banking facilities

• One can log in using the mobile banking credentials

• Customers can avail plenty of banking services such as balance enquiry,

account statement check, funds transfer, etc.

2. SBI Online:

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 • State Bank of India account holders can use the SBI online portal easily on
their smartphones for SBI banking services such as funds transfer, balance
check, account statement, NEFT, IMPS, etc.

• This app provides the interface similar to that of the SBI desktop website

• Just by entering the net banking credentials, customers get access to all
these banking services instantly

3. SBI Anywhere Saral:

• SBI corporate internet banking customers can use this app to carry out
banking transactions

• They can do a funds transfer, mobile recharge, balance enquiry, check

last 10 transactions, get a mini account statement, etc.

• Retail SBI customers cannot use this app for balance enquiry

MOBILE BANKING:

State Bank of India (SBI) offers mobile banking facility to its users through the
SBI Anywhere Personal Banking App. It enables the customers to enjoy banking
services anytime and anywhere using their smartphone device. It is important to
note that SBI mobile banking services can be used either through the application,
WAP (Wireless Application Protocol), USSD (Unstructured Supplementary
Service Data) or through SMS.

54
Services Offered By SBI Mobile Banking:

Account Summary Mini Statement mPassbook

Statement Download e-Statement Bank Account Details

Subscription

Fund Transfer Quick Transfer & Send m Cash

Donations

Schedule Transactions Add/Manage Open Fixed Deposits

Beneficiary

Open Recurring Open Multi-Option E Deposit Enquiry

Deposits Deposits

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Mobile Recharge DTH Recharge State Bank Wallet Top
up

Bill Payment Manage/Schedule Bills UPI Payment

Get/Cancel MMID LPG Subsidy TDS Enquiry

Registration

Cheque Book Debit Card Hotlisting Online Nomination

Submit Form 15G/15H State Bank Virtual Standing Instructions

Card

SBI Mobile Banking Apps:

There are a number of apps provided by the State Bank of India. Some of the apps
are mentioned below:

1 .SBI Anywhere Personal APP:

Features of SBI Anywhere Personal App

SBI Mobile Banking app for smartphone users

Carry out voice assisted transactions for balance enquiry, mini

statement, recharge, transfer, etc.

Get detailed account information and mPassbook on the go

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Fund transfer through various methods – IMPS, NEFT, RTGS, m
Cash and QR code

UPI Transactions through VPA, Aadhaar and account number and

IFSC

Top up and recharges for postpaid mobile, DTH, SBI

wallets, prepaid cards, etc.

Safe and secure app as no data is stored in the smartphone

Features of SBI YONO App

All banking transactions can be performed through the app

Get all your bank account details on the SBI YONO app

Select from various options and apply for SBI Credit Card online
through the app

3.Bhim SBI Pay App:

Features of BHIM SBI Pay App

Send/receive money using UPI to and from any bank’s account

through the BHIM SBI Pay app

Pay for services such as mobile recharge, food orders, bill payments
and other deals

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Any bank’s account can be added to the app for carrying out the UPI
transactions

The only requirement is that your mobile number should be linked

with your bank account

The maximum transaction amount is capped at ₹ 1 Lakh

Both merchants and users can use the same app. A merchant can use
the app as a user as well

Fund Transfer Options with SBI Mobile Banking:

Under SBI mobile banking, the different fund transfer modes include:

NEFT:

National Electronic Fund Transfer or NEFT system is available for all SBI users.
This is an electronic fund transfer method that functions on Deferred Net
Settlement (DNS) basis managed at specific intervals during the day. Under this
fund transfer system, the transactions are carried out among banks on halfhourly
batches.

IMPS:

IMPS or Immediate Payment Service is a quick electronic fund transfer scheme

associated with interbank transactions. SBI mobile banking offers this service to
aid the customers with a swift fund transfer facility. IMPS facility can be utilized
by only those customers who are registered with the online SBI services.

RTGS:

58
Real Time Gross Settlement or RTGS is a fund transfer system under which
money is transferred on real-time basis. It is termed as gross settlement since the
funds are transferred individually based on the instruction and is used for large
fund transfers. The minimum amount for RTGS is ₹ 2 Lakh.

Benefits of SBI Mobile Banking:

• With the help of State Bank Anywhere app, customers can carry out
transactions anytime during the day.

• All SBI customers holding an operating savings or current account can

use this service.

• This SBI mobile banking facility is absolutely free, except SMS charges.

There is no specification regarding registration with a particular service.

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RESEARCH METHODOLGY:

SOURCE OF DATA:

PRIMARY DATA:

The primary data has been collected in the form of questionnaires. The

primary data was required to know the perception of the customers

towards the services provided by ‘State Bank of India’. Though the primary data
was not enough for the study but it did give some accurate conclusions.

The questions were really helpful in the conclusion part of the study.

Some customers were really very cooperative but some didn’t even bother to give
a look. Overall the study was a success as far as primary source was concerned.

SECONDARY DATA:

In the present study, an attempt has been made to measure, evaluate and study
Services Provided by State Bank of India(SBI).

The secondary data has been collected from Internet based reports of the
respective bank and various other websites.

RESEARCH OBJECTIVE:

This study has the following specific objectives that would be significant in order
to come up with a credible set of data that would be the bases for analysis and
drawings of the conclusion:

1. To understand various services provided by the ‘State Bank of India’.

2. To identify the factors leading to customer satisfaction in service provided by

‘State Bank of India’.

3. To study the services provided by ‘State Bank of India’ by assessing and

questioning the customers.

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4. To identify and pin point the strong and weak points of the SBI services that
would be needed to sustained and those that need to be developed or improved.

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LIMITATIONS OF THE STUDY:

• This study is subjected to the bias and prejudices of the respondents

hence 100% accuracy cannot be assumed.

• The research was carried out in a short span of time, where in the
research could not widen the study.

• The period of study was too short so it was not possible to collect the
relevant information within that period.

• Incidents happening at the time of survey have affected it.

• Responses to the questions were not given as the respondents were
reluctant in giving responses due to which I could not decipher the exact
opinion for most of the questions.

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LITERATURE REVIEW:

It is relevant to refer briefly to the previous studies and research in the

related areas of the subject to find out and to fill the research gaps. The
following are some of the studies conducted by the eminent authors and
practitioners on the areas of service quality of banks.

Dhandabani,2010 Examined the nature of linkage between service

quality in banking. Study used confirmatory factor analysis to identify the
services quality dimensions. The resulted dimensions are reliability,
responsiveness, knowledge and recovery; and tangibles. The service quality
dimension lead to customer satisfaction and customer satisfaction leads to
customer loyalty. The structural equation model reveals that there is no
significant direct linkage between service quality and customer loyalty. At
the same time, the service quality has a significant indirect impact on
customers loyalty in banking sectors.

Maya Basant Lohani,2012 Examined on services quality in banks and

measured in five dimensions by using SERVQUAL scale developed by
Parasuraman 1998 and revealed that there exist a small perceptual
difference regarding overall service quality with the respective banks. The
study found that banks have more concentration on the tangible factor
services to attract customers.

Jain,2012 In their study Customers Perception on Service Quality in

Banks tried to learn and understand the customer perception regarding
service quality and to learn and understand different dimensions in service
quality in banks.

Thakur,2011 Has presented that how service quality is related to

customers loyalty in Banking sectors perspective. He found out that
customer satisfaction Is significantly and positively related with customer

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loyalty and is an important mediator between service quality and customer
loyalty. In the last part of the study he has discussed that SBI service
providers should follow right course of action to win customers by
providing better services to the customers.

Desta,2011 Studied by assessing and measuring the banking service

quality perception of the SBI customers and examining the relationship
between service quality, customer satisfaction and positive word of mouth
and found that the expectations of bank customers were not met. The
dimensions also had the largest influence on customer satisfaction and
overall satisfaction of bank customer and had a positive effect on their
word of mouth. The study also suggested that input from employees on
what constitutes ‘service excellence’ will be beneficial. The bank need to
invest on employee training programs that will provide employees with an
understanding of service culture and service excellence particularly in the
front line level.

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 DATA ANALYSIS AND INTERPRETATION:

1.OCCUPATION

In the above Pie Diagram as it is seen out of 95 respondents 40% users were
students,32.6% users related to service sector,15.8% users were
professionals,8.4% users relating to business and 3.2% were retired people.

2.WHAT IS THE REASON FOR CHOOSING THIS BANK AS

YOUR BANK?

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As it is seen 36.9% people have choose SBI bank just by chance without any
familiarity,30% people choose SBI as it is their family tradition,23% people
choose SBI due to nearness of their office or work place and 6% people choose it
for incentive business.
3.WHAT KIND OF ACCOUNT DO YOU MAINTAIN WITH THE
BANK?

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As per the above Pie Diagram,90.5% customers use savings account,6.3%
customer’s choose current account,2.1% people choose loan account and 1.05%
customer use de-mat account.

4.WHAT IS THE REASON FOR CONTINUED PATRONAGE

GIVEN TO THID BANK?

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As per the above diagram,43.2% people have other unknown reasons,30.5%
people have familiarity,17.9% use it because of good efficiency and 8.4% people
use it because of good service at the counter.

5.HOW DO YOU KNOW ABOUT THE EXISTING AND NEW

SERVICES OFFERED BY THE BANK?

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As per the above diagram
51.6% people know about the services through advertisements,29.5% know
through staff,29.5% come to know through other means and 3.2% people know
through branch manager.
6.IS THERE ANY A.T.M SERVICES IN THE BRANCH?

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As per the above diagram, 84.2% of the customers have the ATM service at their
branch,13.7% their might be ATM service or may not be and 2.1% customers say
they don’t have ATM service at their branch.
7.MOST FREQUENTLY USED SERVICE BY YOURS?

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As it is seen, 50.6% customers use Internet banking,32.6% customers use ATM
services,10.5% customers use banking in bank services and 6.3% customer use
other banking servics.
8.ARE YOU SATISFIED WITH THE E-BANKING SERVICES?

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As seen in the above Piechart, it shows 83.16% are satisfies with the E-Banking
services of the bank and 16.84% percent of people are dissatisfied with the
EBanking services of the bank.
9.WHAT WOULD ENCOURAGE YOU TO USE MORE OF THE
ONLINE BANKING SERVICES?

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As per the above Pie chart 41.1% customers would be encourage to
use E-Banking services if the bank provides good online
security,27.4% customers are encouraged to use E-Banking due to
simpler services, 20% customers are encouraged to use E-Banking for
good rewards and 11.6% are encouraged in using E-Banking services
if the bank provides free E-Banking transactions.
10.HOW MUCH ARE YOU SATISFIED WITH THE SERVICES OF
STATE BANK OF INDIA?

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As per the above Pie chart,48.4% customers are satisfied with the services of
SBI,38.4% customers are neither satisfied nor dissatisfied,9.5% customers are
very satisfied with the services they get,7.4% customers are dissatisfied with the
services of SBI and 6.3% customers are very dissatisfied with the services provided
by State Bank of India.
Conclusion:

The banking sector in India is undergoing major changes due to competition and
the invention of technology. The customers are looking for better quality services
which ensure his/her satisfaction. From the above analysis, it is evident that SBI
has many positive features and customers are mostly satisfied with the services
offered by them. In spite if this fact, it is evident that many customers are not
aware of all sorts of facilities and services provided by SBI.

Though this study can’t provide conclusive evidence to determine particular

course of action and further research will be required to provide evidence.

74
FINDINGS AND SSUGGESTIONS :

As per the analysis it is seen that most of the customers are aware of the services
provided by State Bank of India and most people make use of most of the services.
There are many services which are not known to the customers and the State Bank
of India must take measures so that their customers can make use of most of the
services provided by them.

The customer satisfaction in terms of service quality is a relational marketing

paradigm. The relationships are mostly viewed from the perspective of the firm
providing services. For services firm in this case the SBI bank, building strong
relationship is important for improving customer satisfaction through service
quality.

I would suggest the management of SBI to consider the findings and take necessary
steps for further research and if they think that the customers of SBI are
homogeneous in their choice and preference they may consider the following
recommendations to improve their services and gain more customers and also
maintain the existing customers delights:

• The management of SBI should conduct more product’s and services

awareness campaigns.

• They should increase the level of providing personal attention to

individual customers.

• To deliver quality services in banks, what matters are speed, accuracy,

promptness, reliability, individualized attention, etc. Better results can be
achieved through proper use of relevant services .

• As per the data received it is seen that most the people have choose SBI as
their bank just by chance, so awareness should made via different means
of communication so that people select this bank for the quality of the
services they provide.

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• Also as per the data most of the people come to know about new and
existing services through advertisements , therefore banking staff and
other means should also be used so that the word spreads much faster.

• As per the data almost 90% of the customers use the Savings Account
services and hardly some use Current Account Services, less than 2%
customers use De-Mat Account or Loan Account. The customers must
know about the features of this services awareness about it must be made.

• The SBI Management should critically evaluate the deviation in means in

order to create balance in all dimensions of customer satisfaction
measurement tools.

Banks should continuously assess and reassess how customers perceive bank’s
services so as to know whether the bank meets or exceeds or is below the
expectations of their customers. Such an appraisal, however is a tedious task
because customer service is complexion nature and dynamic in action.

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WEBLIOGRAPHY:

http://en.m.wikipedia.org/wiki/state_bank_of_India.

http://www.paisabazaar.com/sbi-bank/savings-account/

http://www.paisabazaar.com/sbi-bank/gold-loan/

http://www.paisabazaar.com/sbi-bank/fixed-deposit/sbi-fd-rates/

http://www.paisabazaar.com/sbi-bank/credit-card/

http://www.paisabazaar.com/sbi-bank/debit-card/

http://gradefixers.com/banking-services/

http://www.sbi.co.in/web/personal-banking/services

http://onlinesbi.com

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 ANNEXURE :

NAME*

EMAIL-ID*

AGE*

OCCUPATION*

☐Student ☐Professional ☐ Business ☐Service ☐Housewife

1-What is the reason for choosing this bank as your bank?*

☐Family Tradition ☐Incentive Business ☐Nearness to office/work

☐Just by chance

2-Reason for continiued patronage given to the bank?*

☐Courteous service at counter ☐Efficiency ☐Familiarity ☐Other

3-How do you know the existing and new services by the bank?*

☐Staff at bank ☐Advertisements ☐Message ☐Other

4-Is there any ATM services in the bank?*

☐Yes ☐No ☐ Maybe

5-What kind of account do you maintain with the bank?*

☐Current account ☐Savings account ☐ Loan account ☐ De-mat account

7-Are you satisfied with the E-banking services?

☐Yes ☐ No

8-What would encourage you to use more of the online banking services?*

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☐ Rewards ☐Simpler/clearer service ☐ Higher security ☐Free transaction 9-
How much are you satisfied with the services of SBI?

☐Very satisfied ☐ Satisfied ☐Neutral ☐ Dissatisfied ☐ Very Dissatisfied

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