Internet Banking of Sbi Amr

Internet Banking Of
State Bank Of India
IMPACT OF TRAINING ON MARKETING AND

SERVICES ON INTERNET BANKING
Objectives
The main objectives of the research are:
To understand the concept of Marketing, Service and
Training on Internet banking and importance, to bank.
To build up SWOT analysis of Internet banking of SBI
To build up various solutions for drawbacks in net
banking
Need of the Study
This study is needed to find out the impact of training,
marketing and services of Internet Banking of SBI and its
importance to bank.
Data Collection
The data is collected from the official website of State Bank Of
India and other Banks websites.

Internet Banking Of
State Bank Of India
INTERNET BANKING
Services offered by Internet Banking in SBI

RETAIL BANKING:The Retail banking application is an integration of several
functional areas, and enables customers to:
E-Ticketing
SBI E-Tax
Bill Payment
Eztrade@sbi
RTGS/NEFT
E-Payment
Fund Transfer
Third Party Transfer
Demand Draft
Cheque Book Request
Account Opening Request
Account Statement
Transaction Enquiry
2

Internet Banking Of
State Bank Of India
Demat Account Statement
Donation
State Bank Virtual Card
CORPORATE BANKING:The OnlineSBI corporate banking application provides features

to administer and manage corporate accounts online.
The products offered under Corporate Internet Banking:
Advantage (Khata)
Advantage Plus (KhataPlus)
CINB (Saral)
Privilege (Vyapaar)
Freedom (Vistaar)
Electronic Vendor Finance
Electronic Dealer Finance
Direct Debit
E-Collection
The services offered under Corporate Internet Banking:
Access to multiple users

3

Internet Banking Of
State Bank Of India
Account view / Statement
Funds Transfer
Third party funds transfer (RTGS/NEFT)
Demand Draft request
Utility Bill Payment
Bulk transaction through file upload
Direct and indirect tax payment
SMS/Email alerts
User hierarchy with discretionary access/rights to accounts
MIS reports
Host to Host integration
Demat View facility
The services offered by other banks are not greatly different

from the ones offered in State Bank. Also State Bank has a
robust and tailor made products in Corporate Internet Banking
covering right from a proprietorship firm to Large Public Sector
undertaking and Government offices.
Industry Majors like ONGC, IOC, etc.
It is being used by

Internet Banking Of
State Bank Of India
The products and services in Internet Banking are being

customized
by
the
Global
Information
Technology
Centre(GITC), Belapur, Navi Mumbai.

The value added services introduced by the bank in the last
couple of years are listed in Annexure 1
Marketing in the Bank
The marketing in the bank is driven through mainly various
Campaigns launched from time to time. The latest of such
campaigns being SANKALP campaign providing incentives to
the staff members viz., Branch Manager/Controllers etc. The
bank has been able to achieve all the targeted goals set under the
campaign. In the earlier years we have conducted campaigns
viz., PRAYAS and CHAITANYA.
However we could only
achieve about 35% of the target in Campaign CHAITANYA.

The bank had also launched Re.1 campaign to popularize the
usage amongst staff members. However all the campaigns were
restricted to only Retail Internet Banking.

Internet Banking Of
State Bank Of India
The other means of marketing adopted being Banners placed at

the branches headed by Chief Managers and above.
The branches are also incentivized with Transfer Price
Mechanism
for
mobilization
of
Internet
banking
accounts/transactions.
eZ cards are also being provided to the customers who are
opening new accounts with the bank.
The bank is contemplating to
launch Media Campaigns in
visual and audio media during the current FY.

The figures during the Financial Year 2011-2012 is provided
below:

Internet Banking Of
State Bank Of India
INTERNET BANKING STATISTICS (IN LACs)

Growth %Growt
As on As on
Mar1 Mar1
1
2
Head
Registered
Users
Retail
Registered
Users
Corporate
Upto
h During
Mar1
2012
2
44%
58.65
84.65
26.0
0
3.94
4.98
1.04
Retail
Txns
980.6
9
1812.1
9
831.
5
84%
Corporate
Txns
456.7
7
798.13
341.
36
74%
No. of
Online Bill
Payments
174.4
5
374.63
200.
18
115%
26%
The %age growth under all the parameters is encouraging. This

has been mainly driven by campaigns as also the training
provided across the bank.

Internet Banking Of
State Bank Of India
The % of Internet Banking transactions as to Core transactions

is at a healthy_____ %.
TRAINING
The training with regard to Internet Banking at the Basic,
Intermediate and Advanced level is being mainly provided at the
Apex Institute SBIICM.
Basic level programmes / workshops are conducted at the
various SBLCs of the Bank. Branch Managers and Trainers
attending programmes at State Bank Staff College are given
basic/intermediate inputs in Internet Banking by the faculty
from SBIICM.
During the period April 2011 to March 2012, SBIICM
conducted 282 programmes covering 6736 officials. SBIICM
also covered 19 specialized or advanced Internet Banking
8

Internet Banking Of
State Bank Of India
programmes to cover both Retail as well as Corporate Internet

Banking.
The above specialized programmes covered in
training 418 staff members (officers) during the period. In all

the other programmes, basic and intermediate inputs on Internet
Banking was provided to all the trainees.
To study the impact of training in Marketing and Services of
Internet Banking, we analysed the pattern of various parameters
as listed below, before and after the training programme for a
couple of programmes.
Participants from
following branches attended advanced
Internet Banking programme:
COMMERCIAL
BRANCH,
BANGALORE
COMMERCIAL
BRANCH,
BANGALORE
COM BRANCH,
MADURAI
COM BRANCH,
MADURAI
CAG, CHENNAI
CAG, CHENNAI
CAG, AHMEDABAD
CAG, AHMEDABAD

Internet Banking Of
State Bank Of India
IND FINANCE
BRANCH, PUNE
IND FINANCE
BRANCH, PUNE
CAG HYDERABAD
CAG HYDERABAD
IND FINANCE
BRANCH,
HYDERABAD
IND FINANCE
BRANCH,
HYDERABAD
BACKBAY
RECLAMATION
BACKBAY
RECLAMATION
OVERSEAS
BRANCH,
BANGALORE
OVERSEAS
BRANCH,
BANGALORE
IND FINANCE
BRANCH,
BANGALORE
IND FINANCE
BRANCH,
BANGALORE
COMMERCIAL
BRANCH LUCKNOW
COMMERCIAL
BRANCH LUCKNOW
CAG, DELHI
CAG, DELHI
OVERSEAS
BRANCH, DELHI
OVERSEAS
BRANCH, DELHI
COMMERCIAL
BRANCH,
COIMBATORE
COMMERCIAL
BRANCH,
COIMBATORE
10

Internet Banking Of
State Bank Of India
COMM BR
BHUBANESWAR
COMM BR
BHUBANESWAR
COMMERCIAL
BRANCH, INDORE
COMMERCIAL
BRANCH, INDORE
INDUSTRIAL
FINANCE BRANCH,
BARODA
INDUSTRIAL
FINANCE BRANCH,
BARODA
Internet Banking Statistcs of the Branches covered under

training during Nov,2011
As on
As on
October
December
%age
2011(Befor 2011(After
Increa
Users
e Training)
Training)
Difference
se
1 Retail Users
2 Khata Users
12
2
11
0
-1
-2
-8
-100
3 Vyaapaar
4 Vistaar
5 Retail Txns
Retail Amt
6 Txns
7 Khata Plus
8 Saral
Corporate
9 Debits Count
Corporate
10 Credits Count
2
5
6993
8
19
7706
6
14
713
300
280
10
35956428.12
1
1
61441383.12
4
2
25484955
3
1
71
300
100
54450
57203
2753
125041
121810
-3231
-3
11

Internet Banking Of
State Bank Of India
Corporate
11 Amount
21326675839
7.86
297613718600.
60
8434696020
2.74
40
The impact is seen in corporate internet banking registrations, esp

Vyapaar and Vistaar regn.s
The internet banking programme mainly addresses both Corporate as
well as Retail
Internet Banking. However the knowledge level of Corporate
Internet banking at
the operational level is not as much as it is in Retail INB. And hence
the jump or spurt
Also the people identified for pure Internet Banking programmes
from the Circles are mainly from Mid corporate or SME intensive
branches.
12

Internet Banking Of
State Bank Of India
From this we could infer on the following:
The following were the main points

Market Share of the various banks is not available with the
Bank or with any other agency, as available in Mobile Banking.
The bank in the absence of such a data, is handicapped to make
directed/focussed efforts to garner / migrate customers to
alternate channels or market Internet Banking.
This is an
essential first step.

While campaigns have been the main marketing strategy
currently
13
employed, the same has not enabled our staff to

Internet Banking Of
State Bank Of India
clarify many of the doubts / security apprehension that our

customers have on Internet Banking.
The knowledge in addressing routine customer problems /
issues at the operating branch level is found to be low. Many of
these problems get escalated to Corporate Centre (GITC),
especially in Corporate Internet Banking. This could result in
Customer dissatisfaction as also the customer getting back to
normal banking instead of alternate channel.
Customer meets should be organized at frequent intervals to
educate them on the features available in Internet Banking. The
advantages of alternate channels must be impressed upon. A
helpline to cater to customer queries on Internet Banking should
be established, that would go a long way.
In Corporate Internet Banking, currently GITC officials go over
to the various Circles to impress upon the features of CINB to
Government Offices, Public Sector Undertakings etc. However
thereafter we do not have resource at the Circle Level to carry
this further and book business.
There have also been aberrations in achieving targets stipulated
under various campaigns, as some customers are provided
without their knowledge, RINB with just enquiry rights.
14

Internet Banking Of
State Bank Of India
Saral was launched in CINB because of the limitations of the

earlier versions for a large number of proprietary firms. Also
the knowledge gaps were high in handling the other CINB
products like Vyapaar and Vistaar.
More than 40% of the staff are not using internet banking which
could seriously impair the promotion of Internet Banking. On a
survey of the officers alone we found that 4686 officers out of
5957 officers surveyed alone used Internet Banking.
The
remaining 1271 did not have even user id.

While budgets are settled for Internet Banking, it is also found
that followup of the targets is not as desired in Internet Banking
esp, CINB.
The controllers visits should cover Internet
Banking.
There is acute shortage of resourceful personnel to immediately
resolve the issues of the customers at the operating end. Lack of
timely resolution demotivates the customers to use Internet
Banking. There is only one identified person in each circle who
knows to resolve. At times, there have been customers, who are
unable to put through transactions in CINB ever after 1 year of
availing the CINB facility. This has resulted in not escalating
15

Internet Banking Of
State Bank Of India
the problems of the customers in time resulting in non-usage by

the customers.
There is also shortage of literature / writeup on INB at the
Branch level other than eZ cards which is also not very popular.
This can be overcome by displays and literature made available
at the branches as also the ATMs. Visibility, Advertisement,
Displays at the Banking halls should be promoted, Literature to
customers on Security / Phishing attacks and educating
customers on Internet Banking will go a long way in promoting
Internet Banking.
There is only one DGM with a small team who is driving the
Internet Banking at the whole bank level for marketing.
We also find that there is no consultant for marketing strategy.
This is evidenced by not having the Market Share at the whole
bank level.
A new contemporary homepage is available today which has
decluttered the login page.
In the government sector, the egovernance initiative that has
been made in Madhya Pradesh and Chattisgarh can be exploited
in other States.
16

Internet Banking Of
State Bank Of India
When a customer is unable to login, many a time it takes about

15 days to resolve the issue resulting in lack of confidence at the
customer end.
The following may be looked in the short terms
The following may be our strategy in the long term.
17

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Internet Banking Of

State Bank Of India

IMPACT OF TRAINING ON MARKETING AND

Services offered by Internet Banking in SBI

Third Party Transfer

Cheque Book Request

Account Opening Request

Demat Account Statement

State Bank Virtual Card

CORPORATE BANKING:The OnlineSBI corporate banking application provides features

Advantage Plus (KhataPlus)

Electronic Vendor Finance

Electronic Dealer Finance

The services offered under Corporate Internet Banking:

Access to multiple users

Account view / Statement

Third party funds transfer (RTGS/NEFT)

Demand Draft request

Utility Bill Payment

Bulk transaction through file upload

Direct and indirect tax payment

User hierarchy with discretionary access/rights to accounts

Host to Host integration

Demat View facility

The services offered by other banks are not greatly different

The products and services in Internet Banking are being

Centre(GITC), Belapur, Navi Mumbai.

However we could only

achieve about 35% of the target in Campaign CHAITANYA.

The other means of marketing adopted being Banners placed at

launch Media Campaigns in

visual and audio media during the current FY.

INTERNET BANKING STATISTICS (IN LACs)

The %age growth under all the parameters is encouraging. This

The % of Internet Banking transactions as to Core transactions

programmes to cover both Retail as well as Corporate Internet

The above specialized programmes covered in

training 418 staff members (officers) during the period. In all

following branches attended advanced

Internet Banking programme:

Internet Banking Statistcs of the Branches covered under

The impact is seen in corporate internet banking registrations, esp

From this we could infer on the following:

The following were the main points

essential first step.

employed, the same has not enabled our staff to

clarify many of the doubts / security apprehension that our

Saral was launched in CINB because of the limitations of the

remaining 1271 did not have even user id.

The controllers visits should cover Internet

the problems of the customers in time resulting in non-usage by

When a customer is unable to login, many a time it takes about

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