CUSTOMER SATISFACTION TOWARDS
FINANCIAL PRODUCTS OF SBI
A Project Report Submitted in Partial fulfilment of
the requirements for the Award of Degree of
Master of Business Administration (MBA)
By
D. SRINIVAS (22924050086)
Under Esteemed Guidance of
Prof. Dr. M. S. Narayana
CENTER FOR DISTANCE AND ONLINE EDUCATION (CDOE)
Green Fields, VADDESWARAM, Guntur, AndhraPradesh-
522302
2023-2025
CENTER FOR DISTANCE AND ONLINE EDUCATION
KONERU LAKSHMAIAH EDUCATION FOUNDATION
KLEF Deemed to be University,
Green Fields, VADDESWARAM,
Guntur District, A.P., INDIA.
PIN CODE : 522 302
BONAFIDE CERTIFICATE
Certified that this project report titled "Customer Satisfaction Towards
Financial Products of SBI” is the authentic work of D. SRINIVAS
(Register No: 22924050086), who conducted the project under my
supervision. I further certify that, to the best of my knowledge, the
work presented here is original and has not been submitted as part of
any other project report or dissertation for any degree or award
previously conferred on this or any other candidate.
Research Supervisor Director
DECLARATION
I hereby declare that the project report titled "Customer Satisfaction
Towards Financial Products of SBI” submitted in partial fulfilment of
the requirements for the degree of Master of Business Administration,
is my original work. It has not previously been submitted for the
award of any other degree, diploma, fellowship, or similar title. The
facts presented herein are true to the best of my knowledge
Place: VADDESWARAM
D.
Date: 10th August
SRINIVAS
2024
ACKNOWLEDGMENT
• Gratitude is the memory of the heart," as the saying goes;
expressing gratitude is always a pleasant duty.
• I convey my sincere gratitude to our beloved President, Er. Koneru
Satyanarayana garu, Chancellor of Koneru Lakshmaiah Education
Foundation (Deemed to be University), for his contributions
towards nation-building and creating opportunities for working
individuals through online education.
• I am also grateful to Shri Shanath Kumar, Director of the Centre for
Distance and Online Education (CDOE), for giving me this great
opportunity to undertake my project.
• My heartfelt thanks go to Prof. Dr. M. S. Narayana, my faculty
guide, for his moral support throughout my project work.
• Lastly, I extend my gratitude to my beloved parents and friends
for their continuous encouragement at every moment
INTRODUCTION
SBI is an institution that has been at the forefront of India’s banking
and financial sector for over 200 years. With a rich legacy, steadfast
commitment to its customers, and a vision for the future, SBI is a
cornerstone of India’s economic progress. Offering a comprehensive
suite of products and services and maintaining a strong focus on
Corporate Social Responsibility (CSR), SBI aims to be the bank of
choice for all. It remains the largest Indian bank, with a market share
of one-fourth, serving over 48 crore customers through its extensive
network of over 22,405 branches, 65,627 ATMs/ADWMs, and 76,089
BC outlets.
SBI’s journey began in 1806 with the establishment of the Bank of
Calcutta. In 1921, it merged with the Bank of Bombay and Bank of
Madras to form the Imperial Bank of India. In 1955, the Imperial Bank
was nationalized and became the State Bank of India, marking the
birth of the nation’s largest and most influential bank.
SBI’s history is a testament to its enduring commitment to the
economic and social development of India. Over the years, it has
played a pivotal role in supporting various sectors, including
agriculture, small and medium-sized enterprises, and retail banking.
SBI’s wide network of branches, ATMs, and digital banking services
ensures that it remains deeply ingrained in the lives of millions of
Indians
HISTORY
On 2nd June 1806 the Bank of Calcutta was established.
Bank of Calcutta is renamed as the Bank of Bengal
On 27th January, 1921
Bank of Bengal Imperial Bank of
Bank of Bombay India
Bank of Madras
On 1st July, 1955, the Imperial Bank of India was nationalized
and became the State Bank of India
In 1959, the government passed the State Bank of India Act
This act attached 8 State associated banks to State Bank of
India
FOUNDER AND DIRECTORS
List of Chairpersons of
the
State Bank of India
Chairman of State Bank of India
Constituting The State Bank of India Act,
instrument 1955
Inaugural
John Matthai (1955–1956)
holder
Formation 01-Jul-55
4 Managing Directors and 8
Deputy
Directors
FOUNDER AND DIRECTORS
List of Chairpersons of
the
State Bank of India
Sl.No Name Designation
1 Shri Dinesh Kumar Khara Chairman
2 Shri C.S. Setty Managing Director
3 Shri Ashwini Kumar Tewari Managing Director
4 Shri Vinay M Tonse Managing Director
5 CA Ketan S Vikamsey Director
6 Shri Mrugank M Paranjape Director
7 Shri Rajesh Kumar Dubey Director
8 CA Dharmendra Singh Shekhawat Director
9 CA Prafulla P Chhajed Director
10 Smt. Swati Gupta Director
11 Dr Vivek Joshi Director
12 Shri Ajay Kumar Director
VISION, MISSION, MILESTONE & VALUES
Vision: "My SBI: First in Customer Satisfaction.".
Mission: To elevate people’s quality of life through tailored financial
solutions and impactful social initiatives.
SBI’s vision and mission are all about making a real difference. As the
top choice for banking, SBI is dedicated to delivering cutting-edge
solutions that make a positive impact. With a focus on personalized
service and meaningful social contributions, SBI empowers
individuals and businesses alike. This commitment to innovation and
responsibility keeps SBI at the heart of India’s economic and social
progress.
Milestones: In 1921, a major shift occurred when three banks joined
forces to form the Imperial Bank of India. Fast forward to 1955, post-
independence, the Imperial Bank was nationalized and rebranded as
the State Bank of India. This game-changing move made banking
services accessible to everyone and kicked off SBI’s new era as a
public sector powerhouse.
Values: Values: "We will always be honest, transparent and ethical."
FINANCIAL PRODUCTS
SBI offers a comprehensive range of financial products and services
that cater to the diverse needs of its customers. These include
SAVING & CURRENT ACCOUNTS
Savings Account: SBI has a savings account for everyone! Whether
you’re looking for a basic account, a specialized option for students,
or one designed for senior citizens, SBI has got you covered. Enjoy a
secure spot for your savings and watch your money grow with our
attractive interest rates. With a range of options to fit your lifestyle,
managing your finances has never been easier..
Current Account: SBI’s current accounts are tailor-made for
businesses to streamline their financial operations. Enjoy perks like
overdraft facilities, seamless online banking, and custom account
options designed to fit businesses of all sizes and needs. With SBI,
managing your business finances is efficient, flexible, and
straightforward.
FINANCIAL PRODUCTS
PERSONAL BANKING
Personal Loans: Need a financial boost? SBI’s got you covered with a
range of personal loan options for weddings, education, medical
emergencies, or any personal goal. Enjoy competitive interest rates
and flexible repayment plans tailored to your needs.
Home Loans: Dreaming of a new home or a renovation? SBI’s home
loans are known for their affordability and flexibility, covering
everything from buying and building to renovating and transferring
balances.
Car Loans: Ready to drive off in your dream car? SBI offers car loans
with attractive interest rates and easy repayment options to make
your vehicle purchase smooth and hassle-free.
Education Loans: Chase your academic dreams with SBI’s education
loans! Covering tuition, living expenses, and more, these loans
support your studies both in India and abroad.
Gold Loans: Need quick cash? SBI’s gold loans let you unlock funds by
pledging your gold ornaments. Get fast, hassle-free financing for
whatever you need, with your gold as collateral.
FINANCIAL PRODUCTS
CORPORATE and SME (Small & Medium Enterprises) BANKING
Working Capital Loans: Keep your business running smoothly with
SBI’s working capital loans. Perfect for short-term financing needs,
these loans ensure you have the cash flow to keep operations on
track.
Term Loans: Planning for expansion or major investments? SBI’s term
loans are designed for capital expenditure and long-term financial
goals, helping your business grow and thrive.
Trade Finance: Go global with ease! SBI’s trade finance services
streamline your international and domestic trade, offering tools like
letters of credit and bank guarantees for smooth import and export
transactions.
Merchant Services: Boost your business transactions with SBI’s
merchant services. From Point of Sale (PoS) terminals to payment
gateways and e-commerce solutions, manage payments effortlessly
and efficiently.
Business Accounts: Tailored for corporate and SME clients, SBI’s
business accounts come with features like overdraft facilities, online
banking, and custom options to meet the unique needs of your
business.
FINANCIAL PRODUCTS
WEALTH MANAGEMENT
Private Banking: For those who demand personalized service, SBI’s private
banking offers tailored investment solutions, estate planning, and expert
financial advice.
Wealth Management Services: Elevate your financial game with SBI’s wealth
management services. From investment advisory and portfolio management
to a diverse range of wealth products, we help you grow and safeguard your
assets.
DIGITAL BANKING
Online Banking: Experience banking at your fingertips with SBI’s online
platform. From fund transfers and bill payments to complete account
management, handle all your transactions from the comfort of home.
Mobile Banking: Stay in control with SBI’s mobile banking app. Whether
you're on the move or relaxing at home, easily manage your accounts and
make transactions anytime, anywhere.
Credit Cards
Credit Cards: Level up your lifestyle with SBI’s diverse range of credit cards!
Whether you're into travel, shopping, fuel, or dining, we’ve got a card that
fits your vibe. Enjoy fantastic offers, rewards, and cashback benefits tailored
just for you.
FINANCIAL PRODUCTS
International Banking
Go global with ease using SBI’s international banking services! From
foreign exchange and remittances to international investments,
we’ve got all your global financial needs covered. For non-resident
Indians, our specialized NRI banking solutions keep you connected
and manage your finances effortlessly, no matter where you are.
Agri and Rural Banking
SBI’s got your back with a range of financial products designed for
the agricultural and rural sectors. From agricultural loans and Kisan
Credit Cards to rural savings accounts, we cater to the unique needs
of farmers and rural communities.
But that’s just the beginning—SBI’s extensive offerings cover
everyone, from individuals to large corporations. Whether you’re
managing a simple savings account or tackling complex international
transactions, our innovative and reliable solutions are here for you.
With SBI, you get a trusted partner committed to top-notch financial
services every step of the way.
CORPORATE SOCIAL RESPONSIBILITY
SBI knows that making a difference matters. Through our CSR
initiatives, we actively invest in community and environmental
welfare. From education and healthcare to sanitation, skill
development, and rural growth, we’ve touched the lives of over 1
lakh beneficiaries. At SBI, our commitment to CSR goes beyond
financial aid—it's about creating lasting, positive change and building
a sustainable future for all.
CONCLUSION
A Legacy of Progress: State Bank of India (SBI) isn’t just a bank; it’s a
symbol of India’s journey through economic and social evolution.
From its historic roots to cutting-edge innovations, SBI reflects the
nation’s growth. As India’s financial landscape evolves, SBI stays
ahead, dedicated to being the bank for every Indian and driving
progress every step of the way.
