A STUDY ON CUSTOMER PERCEPTION TOWARDS SBI

LOAN AT ERAL.

SUBMITTED BY

NAMES REGISTER NO.

R.MUTHUKUMAR 20212021201125

S.SAHUL HAMEED 20212021201134

Under the supervision of

DR. A. ANTHONY SAGAYA CHITHRA, M.Com, M. Phil., Ph. D, B. Ed.

ASSISTANT PROFESSOR AND HEAD

DEPARTMENT OF BUSINESS ADMINISTRATION

ADITANAR COLLEGE OF ARTS AND SCIENCE

THIRUCHENDUR

DEPARTMENT OF BUSINESS ADMINISTRATION

ADITANAR COLLEGE OF ARTS AND SCIENCE

THIRUCHENDUR -628215

APRIL- 2024
Dr. A. ANTHONY SAGAYA CHITHRA, M.com, M. Phil., Ph. D., B.Ed.,

Department of Business Administration.

Aditanar College of Arts and Science,

Thiruchendur-628215.

CERTIFICATE
Certified that this project report entitled “A STUDY ON CUSTOMER
PERCEPTION TOWARDS SBI LOAN AT ERAL” is a bonafide record of the
work done by

NAMES REGISTER NO.

R.MUTHUKUMAR 20212021201125
S.SAHUL HAMEED 20212021201134

Place: Thiruchendur

Date:22.04.2024

The project report is prepared by these students under my guidance

and supervision during the year 2023 - 2024.

Dr. A. ANTHONY SAGAYA CHITHRA

(EXTERNAL EXAMINER) PROJECT GUIDE

 DECLARATION BY THE CANDIDATES

We do hereby declare that this project report entitled “A STUDY ON

CUSTOMER PERCEPTION TOWARDS SBI LOAN AT ERAL”submitted in
partial fulfillment of the requirement for the award of the degree of Bachelor of
Business Administration, is our original work and no part of this report has been
submitted for the award of any degree or diploma what so ever.

NAMES REGISTER NO.

R.MUTHUKUMAR 20212021201125

S.SAHUL HAMEED 20212021201134

(Signature of the candidates)

Place:Thiruchendur
Date: 22.04.2024

Dr. A. ANTHONY SAGAYA CHITHRA

Project guide
Head of the Department
Of Business Administration
 ACKNOWLEDGEMENT
First of all, we areextremely thankful toAlmighty for having
blessed all endeavors in submitting this Project.

We wish to express our deep sense of gratitude to,

Dr. A. Anthony Sagaya Chithra, M.Com, M. Phil, Ph.D., B. Ed, our
Head of the Department, Department of Business Administration for her
encouragement and guidance in constructing this report.

We are thankful to Dr. D.S. Mahendran M.Sc., M.Phil., Ph.D.,

P.B.D.C.S.A, Principal of our college, forencouraging us to do this
project.

We are grateful to our Department staff

Dr. M.R. Karthikeyan MHM, M.B.A, Ph.D., Mr. A. Dharma
Perumal, M.B.A., M.Phil.Mrs. MALARKODI M.B.A., We heartily
thank our librarian Mr. S. Muthukumar for his kind help.

We especially thank Our Parents for encouraging and helping us

in all aspects. We also thankevery one of those who extended their
support to make this project successful.
 CONTENTS
Chapter Title Page No.
1 Introduction & Research Design
1.1 Introduction 1
1.2 Review of Literature 2
1.3 Statement of The Problem 2
1.4 Need for Study 3
1.5 Scope and Significance of Study 3
1.6 Objectives of The Study 4
1.7 Research Methodology 4
1.7.1 Research Design 4
1.7.2 Sample Design 4
1.7.3 Sample Size 5
1.7.4 Area of Study 5
1.7.5 Data Collection 5
1.7.6 Primary Data 5
1.7.8 Secondary Data 5
1.8 Tools of Analysis 5
1.9 Limitations of The Study 6
1.10 Presentation of this Chapter 6
II Overview Of the Research
2.1 Profile of The Study 7
2.1.1History 7
2.1.2 About SBI 8
2.2 Goals 9
2.3 Vision 9
2.4 Mission 9
III Data Analysis and Interpretation 10-53
IV 4.1 Findings 54
4.2 Suggestions 55
4.3 Conclusion 56
Bibliography
Questionnaire
 LIST OF TABLES
S.NO Title PAGENO.
3.1 Gender Wise Classification 10
3.2 Age Wise Classification 12
3.3 Educational Qualification 14
3.4 Marital Status 16
3.5 Occupation – wise classification 18
3.6 Monthly Income 20
3.7 Size of Family 22
3.8 Nature of account 24
3.9 Years of experience in SBI 26
3.10 The Number of Account 28
3.11 Other Account holders of your Family in SBI 30
3.12 Frequency of visit to the bank 32
3.13 Services of the bank 34
3.14 Types of loan avail from the bank 36
3.15 Through whom you become the customer of this bank 38
3.16 Amount of Loan availed 40
3.17 Document – Wise Classification 42
3.18 Reason for Choosing the Bank 44
3.19 Source of Information 46
3.20 Time to sanction the loan 48
3.21 Comparison Between SBI and Other Banks 50
3.22 Recommend – Wise Classification 52
 LIST OF FIGURES
S.NO Title PAGENO.
3.1 Gender Wise Classification 11
3.2 Age Wise Classification 13
3.3 Educational Qualification 15
3.4 Marital Status 17
3.5 Occupation – wise classification 19
3.6 Monthly Income 21
3.7 Size of Family 23
3.8 Nature of account 25
3.9 Years of experience in SBI 27
3.10 The Number of Account 29
3.11 Other Account holders of your Family in SBI 31
3.12 Frequency of visit to the bank 33
3.13 Services of the bank 35
3.14 Types of loan avail from the bank 37
3.15 Through whom you become the customer of this bank 39
3.16 Amount of Loan availed 41
3.17 Document – Wise Classification 43
3.18 Reason for Choosing the Bank 45
3.19 Source of Information 47
3.20 Time to sanction the loan 49
3.21 Comparison Between SBI and Other Banks 51
3.22 Recommend – Wise Classification 53
 CHAPTER -1

INTRODUCTION
1.1INTRODUCTION

The State Bank of India (SBI) is an Indian multinational public sector bank
and financial services statutory body headquartered in Mumbai, Maharashtra. SBI is the 48th
largest bank in the world by total assets and ranked 221st in the Fortune Global 500 list of
the world‟s biggest corporations of 2020, being the only Indian bank on the list. It is a public-
sector bank and the largest bank in India. With a 23% market share of assets and a 25% share
of the total loan and deposit market. It is also the tenth-largest employer in India, with nearly
250,000 employees. In 2023, the company‟s seat in Forbes Global 2000 was 77.

On September 14, 2022, the State Bank of India became the third lender (after HDFC
Bank and ICICI Bank) and seventh Indian company to cross the ₹ 5-trillion market
capitalization on the Indian stock exchanges for the first time. The largest public lender in the
country reached a milestone on February 7, 2024, when its market capitalization surpassed
₹6 lakh crore, making it the second public sector undertaking (PSU) to do so after Life
Insurance Corporation. The Reserve Bank of India (RBI) has identified the SBI, HDFC Bank,
and ICICI Bank as Domestic Systemically Important Banks (D-SIBs), which are often
referred to as banks that are “too big to fail.”.

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
[22]
Bank of India in 1955. Overall, the bank has been formed through the merger and
acquisition of more than twenty banks over the course of its 200-year history. [23]
[24]
The Government of India took control of the Imperial Bank of India in 1955, with the
Reserve Bank of India (India‟s central bank) taking a 60% stake and renaming it the State
Bank of India.

1
1.2 REVIEW OF LITERATURE

1. Murugan and Jansi Rani (2017)

carried out a study in Chennai to understand customer perception towards home loan
by selecting the 500 customers on a random basis.

Their study made an attempt to evaluate in depth the performance and operational
problems faced by the banking sector Sangwan and Bhan (2012) the study focused on the
satisfaction level of customers and problems faced by them in while obtaining home loans.
For this purpose, they have taken four commercial Banks in Chandigarh city

2. “A conceptualization of a customer – Bank bond in the context of the twenty first century
U.K retail banking industry”- Rizal Ahmad (2005)

It studied the conceptualization of a customer- bank bond. The primary bond consists
of utility, reliability and overall value of the services. The secondary bonds are friendliness,
empathy, helpfulness, and convenience and user friendliness of banking infrastructure.

1.3 STATEMENT OF THE PROBLEM

Hince the team would like to find out the customer perception in obtaining loan from
SBI at Eral SBI Branch, ERAL

1.The main objective of the present study is to know the customers‟ perception towards
availing loans from different banks;

2. To identify the problems faced by the customers‟ while borrowing loans from the banks;

3. To analyse and evaluate the important factors or reasons that influenced the customers‟
while availing loans;

4. To offer recommendations for the effective marketing of consumer loans by the banks by
developing appropriate promotional strategies.

2
1.4 NEED FOR STUDY

Studying SBI (State Bank of India) loans is essential for several reasons:

SBI offers a wide range of loan products catering to diverse needs such as education,
housing, business, and personal expenses. Studying SBI loans helps individuals understand
the various options available to them based on their requirements.

Each loan product comes with its own set of interest rates, repayment terms, and
eligibility criteria. Studying SBI loans allows borrowers to compare these factors and choose
the option that best suits their financial situation.

Understanding the application process for SBI loans, including documentation

requirements, eligibility criteria, and approval timelines, helps individuals prepare and
navigate through the loan application process smoothly.

By studying SBI loans, borrowers can analyze the overall cost of borrowing,
including interest payments, fees, and other charges, to make informed decisions about their
financial commitment

Regulatory Compliance: Studying SBI loans also involves understanding regulatory

requirements and compliance standards set by regulatory bodies, ensuring that borrowers are
aware of their rights and responsibilities as loan recipients.

Overall, studying SBI loans is crucial for individuals seeking financial assistance to
make informed decisions, manage their finances effectively, and achieve their goals
responsibly.

1.5 SCOPE AND SIGNIFICANCE OF STUDY

The geographical scope of the study to the customers only with sample size of 50
people.

All the analysis and suggestions are based on the analysis of both primary and
secondary data.
3
Therefore the scope of the study revolves around the following aspects: -

1. Consumer perception towards loan Product

2. Consumer awareness about loan Product scheme and its benefit.

Aware the Bank about the customer problems, especially in case of automobile sector.

1.6 OBJECTIVES OF THE STUDY

1. To conduct an exploratory study on loan disbursement.

2. To find the impact of loan purpose on probability of loan default
3. To find the impact of reasons for loan delinquency on probability of loan default.
4. To study the impact of demographic variables of probability of loan default.
5. To study legal loan collection tools impact on loan repayment performance.
6. To study the role of loan sanction process on the loan repayment performance.
7. Consumer „s perception of the organic product is how consumers engage with the
organic products and what will be their thoughts towards the organic products.
8. To study consumer satisfaction on using the organic food products.

1.7 RESEARCH METHODOLOGY

Research methodology is a way to systematically solve research problems. It may be

understood as the science of studying how research is done scientifically. It includes the
overall research design, the sampling procedure, the data collection method, and the analysis
procedure.

1.7.1 RESEARCH DESIGN

A research design is considered the framework or plan for a study that guides and
helps with the data collection and analysis.

1.7.2 SAMPLE DESIGN

The method used to collect the sample from the total population is random sampling.

4
1.7.3 SAMPLE SIZE

The sample size is 50 respondents around Eral Town.

1.7.4 AREA OF STUDY

The survey for the research was conducted in Eral Town.

1.7.5 DATA COLLECTION

Data collection is the process of collecting and analyzing information on relevant

variables in a predetermined, methodical way so that one can respond to specific research
questions and assess the results.

➢ Primary Data

➢ Secondary Data

1.7.6 PRIMARY DATA

Primary data is the data that has been collected from the respondents who were
getting loan from the SBI. The research is focused on consumer perception of getting loan
from the SBI.

1.7.7 SECONDARY DATA

Secondary data is the data that has been collected from the books and records and web
sites.

1.8 TOOLS OF ANALYSIS

Questionnaires were created in order to receive the necessary response required from
the sample to achieve the study objective. Therefore, sampling method is used in order to
collect data. The main statistical tools used for analyzing.

5
1.9 LIMITATIONS OF THE STUDY

➢ The analysis of the present study has been carried out based on the information has
collected directly from the respondents

➢ Due to time constrict only 50 numbers of respondents were considered.

➢ The result fully depends on the information given by the respondents which may be
based.

1.10 PRESENTATION OF THE STUDY:

The thesis is divided into 4 chapters.

CHAPTER-1
This chapter is introduction where the Customer perception is briefly discussed. In
addition to these the review of literature, statement of the problem, need and significance of
the study, objectives of the study, research methodology and limitations of the study are
presented.

CHAPTER-2
This chapter is “Profile of the study– An Overview” this chapter a thorough
discussion on company history, company profile, business profile. This Chapter also deals
with the company mission, vision and their goals from consumer point of view.

CHAPTER-3
This chapter the data analysis and interpretation of the data is presented.

CHAPTER-4
This chapter is “Summary, Findings, Suggestions and Conclusion” where the final
judgment of the thesis is presented

6
 CHAPTER – II

2.1 PROFILE OF THE STUDY

The ERAL branch of STATE BANK OF INDIA is located in the THOOTHUKUDI
district of the TAMIL NADU State at BHARATHIAR ROADERAL TUTICORIN DIST
TAMIL NADU628801. The IFSC Code of the branch is SBIN0010483 and its MICR Code is
MICR not provided.

The working hours of the ERAL branch of STATE BANK OF INDIA are Monday to
Saturday from 10am to 4pm* while the 2nd and the 4th Saturdays generally remain non-
working days.

2.1.1 HISTORY

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

Under 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 to remove any
conflict of interest because the RBI is the country‟s banking regulatory authority.

7
 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 the 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 the
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. 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.

2.1.2 ABOUT SBI

State Bank of India (SBI) a Fortune 500 company, is an Indian Multinational, Public
Sector Banking and Financial services statutory body headquartered in Mumbai. The rich
heritage and legacy of over 200 years, accredits SBI as the most trusted Bank by Indians
through generations.

SBI, the largest Indian Bank with 1/4th market share, serves over 48 crore customers
through its vast network of over 22,405 branches, 65,627 ATMs/ADWMs, 76,089 BC outlets,
with an undeterred focus on innovation, and customer centricity, which stems from the core
values of the Bank – Service, Transparency, Ethics, Politeness and Sustainability.

The Bank has successfully diversified businesses through its various subsidiaries i.e.
SBI General Insurance, SBI Life Insurance, SBI Mutual Fund, SBI Card, etc. It has spread its
presence globally and operates across time zones through 235 offices in 29 foreign countries.

8
 Growing with times, SBI continues to redefine banking in India, as it aims to offer
responsible and sustainable Banking solutions.

2.2 Goals

One of the most common uses of loans is debt consolidation. If you have multiple
high-interest debts, such as credit card balances, personal loans can help you consolidate
them into a single, manageable loan. This simplifies your finances and reduces the total
interest you pay, making it easier to pay off your debts faster.

By using loans strategically, you can consolidate and pay off high-interest debts,
ultimately working toward a debt-free future. This can free up your finances for saving,
investing, and achieving long-term financial goals.

2.3 Vision

The vision of a loan typically revolves around providing financial assistance to

individuals or businesses to help them achieve their goals, whether it‟s buying a home,
starting a business, or investing in education. It‟s about enabling progress and fulfilling
aspirations by offering access to capital with favorable terms and conditions.

2.4 Mission
The mission of a loan is to facilitate access to financial resources for individuals and
businesses to empower them to achieve their objectives. This involves providing tailored
financial solutions, managing risk effectively, and fostering responsible lending practices to
support economic growth and development.

9
 CHAPTER – III
A STUDY ON CUSTOMER PREFERENCES TOWARDS SBI LOAN AT
ERAL
ANALYSIS OF DATA
In this chapter, the research team has analysed the primary data collected from the
respondents by applying percentage and ranking tools.

3.1 GENDER WISE CLASSIFICATION

The gender wise classification of the respondents give an outline about which
Category of customers highly prefer the SBI bank loan

3.1 GENDER WISE CLASSIFICATION

TABLE 3.1

S. NO Gender No. Of Respondents Percentage

1 Male 33 66
2 Female 17 34

Total 50 100
Source: Primary Data
The table shows that out of the total respondents, a majority (66%) of respondents
were males, and the remaining 34% were females take loan from the SBI

Therefore, it is concluded that a majority of the male customers prefer take loan from
the SBI loan to their female counterparts as males are generally head of their family.

10
 Figure 3.1
GENDER WISE CLASSIFICATION

GENDER

Male Female

11
 3.2 AGE WISE CLASSIFICATION
Age is an important demographic variable that not only determines an individual‟s
physical and mental maturity but also depicts life experiences. As the age increases, the
learned experience changes the behaviours of individuals. The following table exhibits the
classification on the basis of age.

AGE WISE CLASSIFICATION

TABLE 3.2

AGE No. Of Respondents Percentage

Below 30 years 29 58
31-40 years 16 32
41-50 years 2 4
51-60 years 3 6
Above 60 years 0 0

Total 50
100

Source: primary data

Table 3.2 depicts that out of the total respondents, 58% of the respondents
belonged to the age group between Below 30 years, 32% of respondents belonged to the age
group between 31-40 years, 4% of respondents belonged to the age group between 41-50
years and6% of respondents belonged to the age group between 51-60 years, Thus, the
majority of the respondents belonged to the age group of Below 30 years, take SBI bank loan,
as they are in the stage of earing and would like to live a comfort.

12
 Figure 3.2
AGE WISE CLASSIFICATION

AGE

Illiterate School Diploma Degree Others

13
3.3 EDUCATIONAL QUALIFICATION WISE CLASSCIFICATON
Education is one of the most important traits of the respondent because the
Perception, awareness and behaviour of the customers depend largely on his/her educational
qualifications. Education plays a vital role for having SBI bank loan. The level of education
of the respondents is portrayed in the table.

EDUCATIONAL QUALIFICATION
TABLE 3.3

S. NO Qualification No. Of Respondents Percentage

1 Illiterate 9 18
2 School 17 34
3 Diploma 7 14
4 Degree 17 34
5 Others - -

TOTAL 50 100

Source – Primary Data

Table 3.4 reveals that out of the total respondents,18% of the respondents were
Illiterate, 34% of the respondents were completed School, 14% of the respondents were
completed Diploma, 14% of the respondents were completed Degree. Hence, it is clear that a
majority of the respondents are completed their school and degree.

14
 Figure 3.3
EDUCATION QUALIFICATION WISE CLASSIFICATION

QUALIFICATION

Illiterate School Diploma Degree Others

15
3.4 MARITAL STATUS
In Indian society, marriage is supposed to be a religious obligation. In the social
Context, it is the prelude to the family formation, expansion or even bifurcation. After
Marriage, there is a transition in the status of men and women by change in rights and
Obligations. More than the conventional roles of parents, today‟s parents play a crucial Role
in building up a family; inculcate values for life and so on. Hence, the marital status of the
respondents is given in the table.

MARITAL STATUS
TABLE 3.4

S. NO Marital Status No. Of Respondents Percentage

1 Married 33 66
2 Unmarried 17 34

TOTAL 50 100
Source: Primary Data
Table 3.3 shows that out of the total respondents, a majority (66%) of Respondents
was married and the remaining 34% of respondents were unmarried.

So, it is identified that most of the respondents are married. It is clear from the Table
married people highly prefer SBI bank loan for their comfort life.

16
 Figure 3.4
MARITAL STATUS

Chart Title

Married Unmarried

17
3.5 OCCUPATION WISE CLASSIFICATION
Income is a major determining factor and is usually a measure of potential demand.
Income level of the respondent are analysed in the following table.

Table 3.5

Occupation No. Of. Respondent Percentage

Unemployment 13 26
Agriculturist 10 20
Industrial Worker 4 8
Govt. Employee 1 2
Entrepreneur 0 0
Others 22 44

Total 50 100

Source – Primary Data

From the table 3.5 it is observed that 44% of the respondent are other, 26% of the
respondents are unemployment, 20% of the respondent are agriculturist, 8% of the respondent
are industrial worker and 2% of the respondent are govt employee.

18
 Figure 3.5
OCCUPATION WISE CLASSIFICATION

44%
45%

40%

35%

30% 26%

25%
20%
20%

15%
8%
10%

5% 2%
0%
0%

Percentage

19
3.6 MONTHLY INCOME
Your income is the steering wheel that keeps the family vehicle in motion. The
following table showing the income level of the family.

Table 3.6

Monthly Income No. Of. Respondents Percentage

Below Rs.10,000 19 28
Rs.10,001-Rs.20,000 21 42
Rs.20,001-RS.30,000 7 14
Above Rs.30,000 3 6
Total 50 100

Source – Primary Data

From Table 3.6, it is observed that 42% of the respondents earn a monthly income of
Rs. 10,001–Rs. 20,000, and 28% of the respondents earn a monthly income below Rs.
10,000. 14% of the respondents earn a monthly income of Rs. 20,001–Rs. 30,000, and 6%
earn a monthly income of above Rs. 30,000. Mostly, Rs. 10,000 to Rs. 30,000 in monthly
income is enough to appeal for a SBI bank loan.

20
 Figure 3.6
MONTHLY INCOME

Percentage
Percentage

42%

28%

14%

6%

Below Rs.10000 Rs.10001-Rs.20000 Rs.20001-Rs.30000 Above Rs.30000

21
3.7 SIZE OF THE FAMILY

The below table shows the size of the respondents family.

Table 3.7

Size of the Family No. Of. Respondent Percentage

Joint Family 28 56

Nuclear Family 22 44

Total 50 100

Source – Primary Data

From the table 3.7 it is observed that 56% of the respondents are joint family and 44%

of the respondent are nuclear family.

22
 Figure 3.7
SIZE OF FAMILY

Chart Title

Joint Family Nuclear Family

23
3.8 NATURE OF ACCOUNT
The following table show the type of account maintained by users in SBI Bank.

Table 3.8

S.no Nature Of Account No. Of. Respondent Percentage

1 Saving Account 43 86
2 Current Account 5 10
3 Salary Account 2 4
4 Pension Account 0 0
5 Recurring Account 0 0
Total 50 100

Source – Primary Data

From Table 3.9, it is observed that 86% of the respondents have savings accounts in
the SBI bank, 10% of the respondents have current accounts in the SBI bank, and 4% of the
respondents have salary accounts in the SBI bank. Mostly, these accounts are enough for the
SBI loan.

24
 Figure 3.8
NATURE OF ACCOUNT

86%
90%
80%
70%
60%
50%
40%
30%
20% 10%
4%
10% 0% 0%
0%
Saving account Current Salary account Pension Recurring
account account account

Percentage

25
3.9 YEARS OF EXPERIENCE IN SBI
The following table shows that the number of years the respondents are maintain their
account in SBI.

Table 3.9

Years of Experience in SBI No. Of. Respondent Percentage

Less than 3 Years 24 48
4-6 Years 18 36
7-9 Years 3 6
10-12 Years 5 10
Above 13 Years 0 0
Total 50 100

Source – Primary Data

From table 3.10, it is observed that 48% of the respondents have experience of less

than 3 years, 36% of the respondents have experience of 4-6 years, and 10% of the

respondents have experience of 10–12 years. 6% of the respondents had experience of 7-9

years.

26
 Figure 3.9
YEAR OF EXPERIENCE IN SBI

Chart Title
Percentage

48%

36%

10%

6%

Less than 3 years 4-6 Years 7-9 Years 10-12 Years

27
3.10 THE NUMBER OF ACCOUNT IN SBI
The following table show the number of accounts maintained by the respondents in
SBI
Table 3.10

Description No. Of. Respondent percentage

Only one account 47 94

Two accounts 3 6
Three accounts - -
More than 3 accounts - -
Total 50 100

Source – Primary Data

From the table 3.11 it is observed that 94% of the respondents are having one account
and 6% of the respondent are having multiple account.

28
 Figure 3.10
THE NUMBER OF ACCOUNT IN SBI

Chart Title
Percentage

94%

6%
0% 0%

Only one account Two accounts Three accounts More than 3

accounts

29
3.11 OTHER ACCOUNT HOLDERS OF YOUR FAMILY IN SBI
The following table shows the other account holders of their family.

Table 3.11

DESCRIPTION No. Of. Respondent Percentage

Parents 29 58
Children 10 20
Wife 7 14
Husband 4 8
Total 50 100

Source – Primary Data

From Table 3.12, it is observed that 58% of the respondents are parents, 20% of the
respondents are children, 14% of the respondents are wives, and 8% of the respondents are
husbands.

30
 Figure 3.11
OTHER ACCOUNT HOLDERS OF YOUR FAMILY IN SBI

Percentage

4th Qtr
3rd Qtr 9%
10%

2nd Qtr 1st Qtr

23% 58%

31
3.12 FREQUENCY OF VISIT TO THE BANK
The following table shows the respondent frequency of visit of the bank.

Table 3.12

S.no Description No. Of. Respondent Percentage

1 Every day 7 14
2 Once in a week 17 34
3 Once in a month 14 28
4 Once in two months 12 24
Total 50 100

Source – Primary Data

From table 3.13, it is observed that 34% of the respondents are going to visit the bank
once a week, 28% of the respondents are going to visit the bank once a month, 24% of the
respondents are going to visit the bank once every two months, and 14% of the respondents
are going to visit the bank every day.

32
 Figure 3.12
FREQUENTLY VISIT THE BANK

Percentage
Percentage

34%

28%

24%

14%

Every day Once in a week Once in a month Once in two months

33
3.13 SERVICES OF THE BANK USED.
The following table shows the services of SBI used by respondents.

Table 3.13

Services of the bank used by you No. Of. Respondent Percentage

Saving Fund 13 26
Investment facilities 3 6
Loan facilities 32 64
All the above 2 4
Total 50 100

Source – Primary Data

From Table 3.14, it is observed that 64% of the respondents are using banks for loan
facilities, 26% of the respondents are using banks for savings funds, 6% of the respondents
are using banks for investment facilities, and 4% of the respondents are using banks for all
the above.

34
 Figure 3.13
OTHER ACCOUNT HOLDERS OF YOUR FAMILY IN SBI

Percentage
Percentage

64%

26%

6%
4%

Saving fund Investment facilities Loan facilities All the above

35
3.14 THE TYPE OF LOANS AVILED FROM THE BANK
The following table shows what type of loan respondents availed from the bank.

Table 3.14

What type of the loans availed from the No. Of. Respondent Percentage
bank

Personal loan 27 54
Business loan 9 18
Housing loan 4 8
Vehicle loan 10 20
None of the above 0 0
Total 50 100

SOURCE – PRIMARY DATA:

From table 3.15, it is observed that 54% of the respondents are getting personal loans
from the SBI bank, 20% of the respondents are getting vehicle loans from the SBI bank, 18%
of the respondents are getting business loans from the SBI bank, and 8% of the respondents
are getting housing loans from the SBI bank and using the bank for all the above.

36
 Figure 3.14
TYPE OF LOAN AVAILED FROM THE BANK

Percentage
Percentage

54%

18%
20%

8%

Personal loan 0%
Business loan
Housing loan
Vehicle loan
None of the
above

37
3.15 THROUGH WHOM YOU BECOME THE CUSTOMER OF THIS
BANK

The following table shows that how the respondents become the customer of this
bank.

Table 3.15

THROUGH WHOM YOU No. Of. Respondents Percentage

BECOME THE CUSTOMER OF
THIS BANK
Employer 20 40
Business Partners 5 10
Colleagues 19 38
Existing customers 6 12
Total 50 100

Source – Primary Data

From Table 3.16, it is observed that 40% of the respondents have become customers
of this bank by their employer, 38% of the respondents have become customers of this bank
by their colleagues, 12% of the respondents have become customers of this bank by their
existing customers, and 10% of the respondents have become customers of this bank by their
business partners.

38
 Figure 3.15
THROUGH WHOM YOU BECOME THE CUSTOMER OF THIS BANK

40%
38%
40%

35%

30%

25%

20%

15% 12%
10%

10%

5%

0%
Employer Business partners Colleagues Existing customers

Percentage

39
3.16 AMOUNT OF LOAN AVALIED.
Table 3.16

S.no HOW MUCH LOAN AMOUNT No. Of. Percentage

DID YOU GET FROM THE BANK Respondents
1 Below Rs.100000 20 40
2 Rs.100000 24 48
3 Rs.200000 2 4
4 Above Rs.200000 4 8
Total 50 100

Source – Primary Data

From table 3.17, it is observed that 48% of the respondents get Rs. 100,000 as loan.
From the SBI bank, 40% of the respondents get below Rs. 100,000, 8% of the respondents
get above Rs. 200,000, and 4% of the respondents get Rs. 200,000 from SBI.

40
 Figure 3.16
AMOUNT OF LOAN AVAILED

Percentage

Above Rs.200000
Rs.200000
8%
4%

below Rs.100000
40%

Rs.100000
48%

41
3.17 DOCUMENT WISE CLASSIFICATION

The below table shows that what are the documents required to borrow loan from
bank.

Table 3.17

WHAT ARE THE DOCUMENTS No. Of. Respondents Percentage

REQUIRED BY THE BANK TO
PROVIDE THE LOAN

Aadhar card 24 48
Pan card 19 38
Driving Licence 0 0
Smart card 7 14
Total 50 100

Source – Primary Data

From table 3.17, it is observed that 48% of the respondents are using the Aadhar card
to get loans from the SBI bank, 38% of the respondents are using the PAN card and 14% of
the respondents are using the smart card to get loans from the SBI bank.

42
 Figure 3.17
DOCUMENT WISE CLASSIFICATION

Percentage
Percentage

48%

38%

14%

0%

Aadhar card Pancard Driving licence Smart card

43
3.18 REASON FOR CHOOSING THE BANK

The following table shows the reason why the respondents select SBI to avail the
loan.

Table 3.18

Reason for selection No. Of. Respondents Percentage

Easy process 25 50
Quick responses 22 44
Quick credit 3 6
Total 50 100

Source – Primary Data

From Table 3.19, it is observed that 50% of the respondents choose for easy process,
44% of the respondents for quick responses of the SBI bank, and 6% of the respondents for
quick credit.

44
 Figure 3.18
REASON FOR CHOOSING BANK

Chart Title
Percentage

50%

44%

6%

Easy process Quick responses Quick credit

45
3.19 SOURCE OF INFORMATION

The following table shows who referred the SBI for the respondents.

Table 3.19

S.no WHO REFERS YOU TO THE SBI No. Of. Percentage

FOR LOAN Respondents
1 Relative 20 40
2 Friends 25 50
3 Society 5 10
Total 50 100

Source – Primary Data

From Table 3.20, it is observed that 50% of the respondents are from their friends,
40% of the respondents are from their relatives, and 10% of the respondents are got the
information from the society.

46
 Figure 3.19
SOURCE OF INFORMATION

Percentage

Society
10%

Relative
40%

Friends
50%

47
3.20 TIME TO SANCTION THE LOAN.

The following table shows that the time has taken by the bank to sanction the loan for

the respondents.

Table 3.20

S.no Approval process of the loan No. Of. Respondent Percentage

1 Short time period 27 54

2 Long time period 23 46

Total 50 100

Source – Primary Data :

From table 3.21, it is observed that 54% of the respondents said they have sanctioned

loan with in a short period and 46% of the respondents said they have sanctioned loan with in

a long period.

48
 Figure 3.20
TIME TO SANCTION THE LOAN

Percentage

Short time priod

Long time period

49
3.21 COMPARISON BETWEEN SBI AND OTHER BANKS.

The following table shows that advantages of SBI when compare to other banks.

Table 3.21

What are the difference between SBI and No. Of. Percentage
other bank loan Respondents

Interest rate is less than other banks 28 56

Easy approval in SBI 8 16

Minimum documents are required in SBI 14 28

Other 0 0
Total 50 100

Source – Primary Data

From Table 3.22, it is observed that 56% of the respondents are said an interest rate is
lower than that of other banks, 28% of the respondents are said the minimum document
required in SBI, and 16% of the respondents are said easy approval of loan in SBI.

50
 Figure 3.21
COMPARISON BETWEEN SBI AND OTHER BANKS

Chart Title
Percentage

56%

28%

16%

0%

Interest rate is less Easy approval in SBI Minimum Other

than other banks documents are
required in SBI

51
3.22 RECOMMEND WISE CLASSIFICATION

The following table shows that will the respondents refer SBI loan for others.

RECOMMEND WISE CLASSIFICATION

Table 3.22

Recommend wise No. Of. Respondents Percentage

classification
Yes 47 94

NO 3 6

Total 50 100

Source – Primary Data:

The above table shows that 94% of the respondents are said “YES” to recommend
SBI Loan for others, and 6% of the respondents are said “NO” to recommend SBI Loan for
others.

52
 Figure 3.21
RECOMMEND WISE CLASSIFICATION

Percentage

No
6%

Yes
94%

53
 CHAPTER IV

FINDINGS, SUGGESTION, CONCLUSION

4.1 FINDINGS:

 A majority (66%) of respondents were males, and the remaining 34% were females

take loan from the SBI.

 58% of the respondents belonged to the age group between Below 30 years.

 42% of the respondents earn a monthly income between Rs. 10,001–Rs. 20,000.

 86% of the respondents have savings accounts in the SBI bank.

 94% of the respondents are having only one account.

 64% of the respondents are using banks for loan facilities.

 54% of the respondents are getting personal loans from the SBI bank.

 40% of the respondents have become customers of this bank by their employer.

 48% of the respondents get maximum of Rs. 100,000 as loan. From the SBI bank.

 54% of the respondents said they have sanctioned loan with in a short span of time.

 56% of the respondents said an interest rate is lower when compare to other banks.

 94% of the respondents are ready to recommend SBI to others for getting loan.

54
4.2 SUGGESTIONS
 Customer awareness Programme is required so that more people should attract
towards Loan product.
 If there are any kind of hidden charges than that must disclose to customer before
giving loan to them.
 SBI must take some steps so that customers can get their loan in time. Like phone
verification by customer care that one customer is got their loan on time or not It must
be before a certain date so necessary steps can be taken.
 SBI should more concern about physical verification rather than phone verification so
it will avoid fraud or cheating.
 Loan product selling agents must not give any type of wrong information regarding
Loan product.
 For the better service new offers would be require.
 SBI customer care should more concern about the fastest settlement of customer
problems.
 Before deducting or charging any monetary charge SBI must consult with customer.
 Agents should be trained, well educated & proper trained to convince the people
about different advance product.
 It is the duty of the bank to disclose all the material facts regarding Loan product, like
interest charged, repayment period, other types of charges, etc.
 Special scheme should be implemented to encourage both customer and agents

55
4.3 CONCLUSION

In present scenario SBI is the largest Loan product issuer in India. Within a very short

period of time the achievement made by SBI is excellent at ERAL, what a normal bank

cannot expect, but it is being done by SBI. It happens due to employee dedication towards the

organization, fastest growing Indian economy, & brand image.

To be the largest Loan product issuer, SBI should focus on-

 Launch Innovative product

 Customized Loan products
 Better customer services
 Fastest customers problem solving techniques
 Customer retention.

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

56
 BIBLIOGRAPHY
BOOKS

 BELL.B and (2012) business research method Delhi Oxford Universities.

 COOPER S and (2013) business research method Delhi Tata MCG RA rawhill.

 JAGROOP SINGH (2015) Indian banking system New Delhi.

 SUESH PS PAUL J (2012) Management of banking and Financial service, New Delhi

India , Pearson

INTERNET

 http://www.scribd.com

 http://www.chatgpt.com

 http://www.sodhganga.com
 ADITANAR COLLEGE OF ARTS& SCIENCE
DEPARTMENT OF BUSINESS ADMINISTRATION QUESTIONNAIRE
1. Name of the respondent:

2. Gender

a. Male b. Female c. Transgender

3. Age :

a. Below 30 years b. 31 -40 years c. 41-50 years

d. 51 -60 years e. Above 60 years

4. Address:

5. Educational status:

a. illiterate b. School c. Diploma d. Degree e. other

6. Marital status :

a. Married b. Unmarried

7. Occupation :

a. Unemployment b. Agriculturis c. Industrial worker

t

d. Govt. Employee e. Entrepreneu f. Others

r

8. Monthly income

a. Below Rs, 10,000 b. Rs. 10,001- 20,000

c. Rs.20,001- 30,000 d. Above Rs.30,000

9. Size of the family:

a. Joint family b. Nuclear family

10. Do You have account in SBI
a.Yes b.No
11. Nature of the Account:

a. Savings b. Current c. Salary Account

Bank Account

d. Pension Account e. Recurring Deposit

12. Years of Experience in SBI:

a. less than 3 years b. 4-6 years c. 7-9 years

d. 10-12 years e. above 13 years

13. How many accounts you have opened in SBI ?

a. Only one account b. two accounts

c. three accounts d. More than 3 accounts

14. Other account holders of your family in SBI :

a. Parents b. Childre c. Wife d. Husband

n

15. Frequency of visit to the bank

a. Every Day b. Once in a week

c. Once in a month d. Once in two month

16. Services of the bank used by you

a. Saving Funds b. Investment facilities

c. Loan facilities d. All the above

17. What type of Loans availed from the bank ?

a. Personal b. Business c. Housing loans

Loans Loans

d. Vehicle Loans e. None of the above

18. Through whom you become the customer of this bank ?

a. Employer b. Business Partners

c. Colleagues D. Existing customers

19. How much loan amount did you Get from the bank ?

a. Below 1,00000 b. 1,00000 c. 2,00000 d. above 2,00000

20. What are the documents required by the bank to provide the loan ?

a. Aadhar b. Pan c.Driving d.Smart card

card card licence

21. Why did you choose the SBI for loan?

a.Easy process b.Quick response c. Quick credit

22. Who refers you to the SBI for loan?

a.relatives b.friends c.society

23. Approval process of the loan:

a.short time period b.long time period

24. What are the difference between SBI and other bank loans process ?

a.intrest rate is less than other banks b.easy approval in SBI

c.minimum documents are required in SBI d. others

 Rate The Following
1.Strongly Agree 2.Agree 3.Neutral 4.Disagree 5.Stronly Disagree

No Questions 1 2 3 4 5

1 Bank's operating hours are convenient to customer.

2 Bank offers comprehensive range of investment products.

3 Bank offers me with innovative loan services.

4 Bank understands individual customer's needs and circumstances

5 Bank provides quality service and prompt delivery.

6 Employee of the bank give prompt service.

7 Employees are responding without delay.

8 Front office staff render proper guidance.

9 Bank has enough space for customer's usage

10 Employees have good knowledge for answering queries

11 Bank provides enough value added service.

12 Satisfied with the automatic communication system.

13 Employees help customers to handle the paper work at bank.

14 Infrastructure is up to the level of satisfaction.

15 Bank does not misuse its customer's knowledge.

16 The terms and conditions of bank are better than other bank.

17 ATM machines are available at convenient places.

18 Every bank transactions are computerization.

19 Bank adapted new technologies to improve communication with

customer.
20 Banks ensure proper security system to protect customer's
transaction.

1.will you refer SBI for others ?

a.YES b.NO
Thank you