Customer Satisfaction Towards Services Provided by State Bank of India

Executive Summary

Customer satisfaction is an important because it provides marketers and

business owners with a metric that they can use to manage and improve their
businesses. The main objective of the study is to study the level of customer
satisfaction towards services provided by SBI and to estimate the performance
of SBI based on the service provided. For this purpose a sample of 160 was
collected were convenience sampling was used to analyse the data with
percentage analysis and chi-square as tools. The conclusion is that there is a
need for SBI staff to have training in the areas of technology and interactive
skills.
Keywords: Customer Satisfaction, Service & Convenience Sampling

The study undertaken involves leverage ratios and profitability ratios which are
the key determinants of the financial health of any company. These ratios have
been of great assistance in determining the financial status of the bank under
review.

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CHAPTER I

Introduction

BACKGROUND OF THE STUDY

The rationale behind ratio analysis lies in the fact that it makes data comparable.
It is a systematic use of ratio to interpret the financial statements so that the
strengths and weaknesses of a firm as well as its historical performance and
current financial condition can be determined. When we observed the financial
statement comprising the balance sheet and profit or loss account is that they do
not give all the information related to financial operations of firm, they can
provide some extremely useful information to the extent that the balance sheet
shows the financial position on a particular date in terms of structure of assets,
liabilities and owner„s equity and profit or loss account shows the results of
operation during the year. Thus the financial statements will provide a
summarized view of the firm.

INTRODUCTION
“Customer satisfaction, business term of how the products and the services
supplied by the company meet or surpass the customer expectation. It is the key
performance indicator within the business.” Customer satisfaction can greatly
achieved by imparting Customer Relationship Management (CRM) in the
company. Satisfaction is a person‟s feeling of pleasure or disappointment
resulting from comparing a product perceived performance in relation to his or
her expectations; the customer is highly satisfied. The key to generating high
customer value customer loyalty is to delivery high customer value for customer

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– companies, customer satisfaction by lowering its price or increasing its

service, the result may not reach high profits. The will experience some level of
satisfaction or dissatisfaction after purchasing the product. The marketer‟s job
does not end when the product is bought but continues into post purchasing
period.

Objectives of the Study

 To study the level of customer satisfaction towards services provided by
SBI.
 To estimate the performance of SBI based on the service provided.
 To suggest the strategies for the bank to improve the level of customer
satisfaction.
 To study the level of customer satisfaction towards the services provided
by the SBI banks in Sultan playa City.
 To identify the factors those influence the selection of SBI banking
services in Sultan playa City.
 To examine the expectations level and the satisfaction level of the
customers to wards the service rendered by SBI.

Need of the Study

The study was conducted to know the customer satisfaction regarding service
provided by SBI for the customers. The study totally revolves around the
opinions and feedback from the users. An opinion survey with the help of
questionnaire was conducted to know the users view on the services provided
by SBI in Sultan playa city.
 Customer Satisfaction is very essential for every Service to survive in the
market.

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 Customer Satisfaction could help the business by placing future demand

to the company.
 Customer Satisfaction gives passing the words of mouth to other potential
customers.

Limitations of the Study

 There may be a bias in collecting the primary data from the customers.
 The study is limited to 160 respondents.
 The study is conducted only in Sultan playa city.

Purpose
Their principal use is twofold:"
1 "Within organizations, the collection, analysis and dissemination of these data
send a message about the importance of tending to customers and ensuring that
they have a positive experience with the company‟s goods and services."

2 "Although sales or market share can indicate how well a firm is performing
currently, satisfaction is perhaps the best indicator of how likely it is that the
firm‟s customers will make further purchases in the future.

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Scope of the Study

 The study has been conducted on behalf of ―STATE BANK OF INDIA.
 The study covers the service providers and users of ―STATE BANK OF
INDIA.
 The study has put forward the Customers as well as acceptability
behavior for the services.
 The scope of the study is to find out the ―Customer Satisfaction

PERIOD OF STUDY
The study is conducted for 28 day‟s in Sultan playa among the people who use
the services of SBI in the selected area.

Review of Literature
It is seen as a key performance indicator within business and is often part of a
Balanced Scorecard. In a competitive marketplace where businesses compete
for customers, customer satisfaction is seen as a key differentiator and
increasingly has become a key element of business strategy.
"Within organizations, customer satisfaction ratings can have powerful effects.
They focus employees on the importance of fulfilling customers‟ expectations.
Furthermore, when these ratings dip, they warn of problems that can affect sales
and profitability. . . . These metrics quantify an important dynamic. When a
brand has loyal customers, it gains positive word-of-mouth marketing, which is
both free and highly effective." Therefore, it is essential for businesses to
effectively manage customer satisfaction. To be able do this, firms need reliable
and representative measures of satisfaction.

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CHAPTER II

Description of the Organization

THE BANK
The word bank means an organization where people and business can invest or
borrow money, change it to foreign currency etc. According to Halsbury - A
banker is an individual, Partnership or Corporation whose sole pre-dominant
business is banking that is the receipt of money on current or deposit account,
and the payment of cheque drawn and the collection paid in by customer.

STATE BANK OF INDIA AN OVERVIEW

“Customer satisfaction” is measured at the individual level, but it is almost

always reported at an aggregate level. It can be, and often is, measured along
various dimensions. A hotel, for example, might ask customers to rate their
experience with its front desk and check-in service, with the room, with the
amenities in the room, with the restaurants, and so on. Customer satisfaction, a

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term frequently used in marketing, is a measure of how products and services

supplied by a company meet or surpass customer expectation. Customer
satisfaction is defined as "the number of customers, or percentage of total
customers, whose reported experience with a firm, its products, or its services
(ratings) exceeds specified satisfaction goals." In a survey of nearly 200 senior
marketing managers, 71 percent responded that they found a customer
satisfaction metric very useful in managing and monitoring their businesses.

"Customer satisfaction provides a leading indicator of consumer purchase

intentions and loyalty.‖ "Customer satisfaction data are among the most
frequently collected indicators of market perceptions.
Customer service is the provision of service to customers before, during and
after a purchase. According to Turban et al. (2002), "Customer service is a
series of activities designed to enhance the level of customer satisfaction – that
is, the feeling that a product or service has met the customer expectation."
Customer satisfaction is an ambiguous and abstract concept and the actual
manifestation of the state of satisfaction will vary from person to person and
product/service to product/service. The state of satisfaction depends on a
number of both psychological and physical variables which correlate with
satisfaction behaviors such as return and recommend rate. The level of
satisfaction can also vary depending on other options the customer may have
and other products against which the customer can compare the organization's
services.

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Banking in India
Banking in India originated in the last decades of the 18th century. The first
banks were The General Bank of India, NOW which started in 1786, and Bank
of Hindustan, which started in 1790; both are now defunct. The oldest bank in
existence in India is the State Bank of India, which originated in the Bank of
Calcutta in June 1806, which almost immediately became the Bank of Bengal.
This was one of the three presidency banks, the other two being the Bank of
Bombay and the Bank of Madras, all three of which were established under
charters from the British East India Company. For many years the Presidency
banks acted as quasi-central banks, as did their successors. The three banks
merged in 1921 to form the Imperial Bank of India, which, upon India's
independence, became the State Bank of India in 1955.

History
Indian merchants in Calcutta established the Union Bank in 1839, but it failed in
1848 as a consequence of the economic crisis of 1848-49. The Allahabad Bank,
established in 1865 and still functioning today, is the oldest Joint Stock bank in
India.(Joint Stock Bank) A company that issues stock and requires shareholders
to be held liable for the company's debt) It was not the first though. That honor
belongs to the Bank of Upper India, which was established in 1863, and which
survived until 1913, when it failed, with some of its assets and liabilities being
transferred to the Alliance Bank of Simla.
When the American Civil War stopped the supply of cotton to Lancashire from
the Confederate States, promoters opened banks to finance trading in Indian
cotton. With large exposure to speculative ventures, most of the banks opened
in India during that period fey and lost interest in keeping deposits with banks.
Subsequently, banking in India remained the exclusive domain of Europeans for
next several decades until the beginning of the 20th century.
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Foreign banks too started to arrive, particularly in Calcutta, in the 1860s. The
Comptoired' Escompte de Paris opened a branch in Calcutta in 1860, and
another in Bombay in 1862; branches in Madras and Pondicherry, then a French
colony, followed. HSBC established itself in Bengal in 1869. Calcutta was the
most active trading port in India, mainly due to the trade of the British Empire,
and so became a banking center.
The first entirely Indian joint stock bank was the Oudh Commercial Bank,
established in 1881 in Faizabad. It failed in 1958. The next was the Punjab
National Bank, established in Lahore in 1895, which has survived to the present
and is now one of the largest banks in India. Around the turn of the 20th
Century, the Indian economy was passing through a relative period of stability.
Around five decades had elapsed since the Indian Mutiny, and the social,
industrial and other infrastructure had improved. Indians had established small
banks, most of which served particular ethnic and religious communities.
“The period between 1906 and 1911, saw the establishment of banks inspired
by the Swadeshi movement. The Swadeshi movement inspired local
businessmen and political figures to found banks of and for the Indian
community. A number of banks established then have survived to the present
such as Bank of India, Corporation Bank, Indian Bank, Bank of Baroda, Canara
Bank and Central Bank of India. The fervour of Swadeshi movement lead to
establishing of many private banks in Dakshina Kannada and Udupi district
which were unified earlier and known by the name South Canara ( South
Kanara ) district. Four nationalised banks started in this district and also a
leading private sector bank. Hence undivided Dakshina Kannada district is
known as "Cradle of Indian Banking".

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Nationalization
Despite the provisions, control and regulations of Reserve Bank of India, banks
in India except the State Bank of India or SBI, continued to be owned and
operated by private persons. By the 1960s, the Indian banking industry had
become an important tool to facilitate the development of the Indian economy.
At the same time, it had emerged as a large employer, and a debate had ensued
about the nationalization of the banking industry. Indira Gandhi, then Prime
Minister of India, expressed the intention of the Government of India in the
annual conference of the All India Congress Meeting in a paper entitled "Stray
thoughts on Bank Nationalisation."[The meeting received the paper with
enthusiasm.
Thereafter, her move was swift and sudden. The Government of India issued an
ordinance ('Banking Companies (Acquisition and Transfer of Undertakings)
Ordinance, 1969')) and nationalised the 14 largest commercial banks with effect
from the midnight of July 19, 1969. These banks contained 85 percent of bank
deposits in the country. Jayaprakash Narayan, a national leader of India,
described the step as a "masterstroke of political sagacity." Within two weeks
of the issue of the ordinance, the Parliament passed the Banking Companies
(Acquisition and Transfer of Undertaking) Bill, and it received the presidential
approval on 9 August 1969.
A second dose of nationalization of 6 more commercial banks followed in 1980.
The stated reason for the nationalization was to give the government more
control of credit delivery. With the second dose of nationalization, the
Government of India controlled around 91% of the banking business of India.
Later on, in the year 1993, the government merged New Bank of India with
Punjab National Bank. It was the only merger between nationalized banks and
resulted in the reduction of the number of nationalised banks from 20 to 19.
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After this, until the 1990s, the nationalised banks grew at a pace of around 4%,
closer to the average growth rate of the Indian economy.

Adoption of Technology in Banking System

The IT revolution had a great impact in the Indian banking system. The use of
computers had led to introduction of online banking in India. The use of the
modern innovation and computerization of the banking sector of India has
increased many fold after the economic liberalization of 1991 as the country's
banking sector has been exposed to the world's market. The Indian banks were
finding it difficult to compete with the international banks in terms of the
customer service without the use of the information technology and computers
The RBI in 1984 formed Committee on Mechanisation in the Banking Industry
(1984) whose chairman was Dr C Rangarajan, Deputy Governor, Reserve Bank
of India. The major recommendations of this committee was introducing MICR
Technology in all the banks in the metropolis in India. This provided use of
standardized cheque forms and encoders.

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Company Profile
In India the banks and banking have been divided in different groups. Each
group has their own benefits and limitations in their operations. They have their
own dedicated target market. Some are concentrated their work in rural sector
while others in both rural as well as urban. Most of them are only catering in
cities and major towns. Modern banking in India originated in the last decade of
the 18th century. Among the first banks were the Bank of Hindustan, which was
established in 1770 and liquidated in 1829–32; and the General Bank of India,
established in 1786 but failed in 1791. The largest and the oldest bank which is
still in existence is the State Bank of India (S.B.I). It originated and started
working as the Bank of Calcutta in mid-June 1806. In 1809, it was renamed as
the Bank of Bengal. This was one of the three banks founded by a presidency
government; the other two were the Bank of Bombay in 1840 and the Bank of
Madras in 1843. The three banks were merged in 1921 to form the Imperial
Bank of India, which upon India's independence, became the State Bank of
India in 1955. For many years the presidency banks had acted as quasi- central
banks, as did their successors, until the Reserve Bank of India was established
in 1935, under the Reserve Bank of India Act, 1934. In 1960, the State Banks of
India was given control of eight state-associated banks under the State Bank of
India (Subsidiary Banks) Act, 1959. These are now called its associate banks. In
1969 the Indian government nationalized 14 major private banks; one of the big
banks was Bank of India. In 1980, 6 more private banks were nationalized.
These nationalized banks are the majority of lenders in the Indian economy.
They dominate the banking sector because of their large size and widespread
networks.

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Banking services by SBI

State Bank of India (SBI) is the largest public sector banks in India. It was the
first bank established in India as Bank of Calcutta in 1806. Headquartered in
Mumbai, the bank has over 24,000 branches, 59,000+ ATMs and 195 foreign
offices across 36 countries after the merger of its 5 associate banks and
Bhartiaya Mahila Bank (as on 1st April, 2017). SBI offers a plethora of
products and services such as savings account, credit cards, fixed deposits,
home loan, personal loan, debit card, loan against property, car loan, gold loan
and more.
There are different types of accounts are maintained,
 Savings Account
 Fixed Account
 Current Account
Loans provided by SBI are,
 Home loan
 Educational loan
 Property against loan
 Two Wheeler loan

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CHAPTER III

Experiential Learning

DATA COLLECTION
Data collection is a process of collecting information from all the relevant
sources to find answers to the research problem, test the hypothesis and evaluate
the outcomes. Here during this research, both primary and secondary method of
data collection is used to analysis the consumers‟ behavior and knowledge on
the banking services in the selected area. For analysis and interpretation the tool
used was Chi – Square test.

Data collection is a term used to describe a process of preparing and collecting

data, for example, as part of a process improvement or similar project. The
purpose of data collection is to obtain information to keep on record, to make
decisions about important issues, to pass information on to others. Primarily,
data are collected to provide information regarding a specific topic.

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Primary Data
In primary data collection, you collect the data yourself using methods such as
questionnaires. The key point here is that the data you collect is unique to you
and your research and, until you publish, no one else has access to it. There is
methods of collecting primary data and the main methods include:
 Questionnaires.

Secondary Data
All methods of data collection can supply quantitative data (numbers, statistics
or financial) or qualitative data (usually words or text). Quantitative data may
often be presented in tabular or graphical form. Secondary data is data that has
already been collected by someone else for a different purpose to yours. For
example, this could mean using:
 Annual company reports
 Government statistics.

Research Design
Research design is considered as a "blueprint" for research, dealing with at least
four problems: which questions to study, which data are relevant, what data to
collect, and how to analyze the results. The best design depends on the research
question as well as the orientation of the researcher.

Type of Research
Explanatory research is research conducted in order to explain any behaviour in
the market. It could be done through using questionnaires, group discussions,
interviews, random sampling, etc.

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Type of survey
Simple random sample technique tools.

Sample size
Samples of 120 customers for collecting the data

 What I Learn ?

Customer service system

Customer service is the provision of service to customers before, during and
after a purchase. According to Turban et al. (2024), "Customer service is a
series of activities designed to enhance the level of customer satisfaction – that
is, the feeling that a product or service has met the customer expectation." Its
importance varies by products, industry and customer; defective or broken
merchandise can be exchanged, often only with a receipt and within a specified
time frame.
Retail stores often have a desk or counter devoted to dealing with returns,
exchanges and complaints, or will perform related functions at the point of sale;
the perceived success of such interactions being dependent on employees "who

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can adjust themselves to the personality of the guest," according to Micah

Solomon quoted in Inc. Magazine. From the point of view of an overall sales
process engineering effort, customer service plays an important role in an
organization's ability to generate income and revenue. From that perspective,
customer service should be included as part of an overall approach to systematic
improvement. A customer service experience can change the entire perception a
customer has of the organization.

SBI Bank Ltd (Banking Subsidiary, fully owned by SBI)

SBI Bank Ltd has two branches, fully computerised, operating in Mumbai. The
Bank recorded a net profit of Rs.0.27 crore during quarter ended April 17.
Deposits, Loans and Investments were at Rs.416.89 crore, Rs.233.95 crore and
Rs.304.40 crore, respectively, as at 1 April 202424. Return on Assets was at
0.17% while Capital Adequacy Ratio stood at 29.67% as on 1 April, 2024.

SERVICES:
ONLINE TRADING
State Bank of India (SBI) now introduces you to a State-Of-Art broking
predominantly to cater to every broking need and offers a truly world class
experience of online investing –anyplace, anytime. Buying and selling of shares
is now just a click away.
Our value proposition is based on Unmatched Expertise, State-Of-Art
Technology And Operational Ease that will redefine the way India trades. With
us you have the power of research expertise to aid you in making the right
decisions, operational ease allowing you to seamlessly execute your
transactions, timely advice that helps you pick the right opportunities and a
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customized trading experience to suit your needs and demands. So go ahead and
enjoy your fast, easy and hassle-free trading experience with the india‟s largest
bank.

State Bank of India in alliance with SBI Cap Securities Limited and
Motilaloswal Securities Limited now offers you an online trading account
which will let you trade from the comfort of your home or office either through
the internet. This service provides you with a 3-in1 account which is an
integrated platform of savings bank a/c, demat a/c and an online trading a/c to
give you a convenient and paper free trading experience under one roof.

ATM SERVICES
STATE BANK NETWORKED ATM SERVICES
State Bank offers you the convenience of over 59000 ATMs in India, the largest
network in the country and continuing to expand fast! This means that you can
transact free of cost at the ATMs of State Bank Group (This includes the ATMs
of State Bank of India as well as the Associate Banks - namely, State Bank of
Bikaner & Jaipur, State Bank of Hyderabad, State Bank of Mysore, State Bank
of Patiala, and State Bank of Travancore) and wholly owned subsidiary viz. SBI
Commercial and International Bank Ltd., using the State Bank ATM-cum-Debit
(Cash Plus) card.
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KINDS OF CARDS ACCEPTED AT STATE BANK ATMs

Besides all cards of State Bank of India, State Bank ATM-Cum-Debit Card and
State Bank International ATM-Cum-Debit Cards following cards are also
accepted at State Bank ATMs: - 1) State Bank Credit Card 2) Cards issued by
other banks displaying Maestro, Master Card, Cirrus, VISA and VISA Electron
logos 3) All Debit/ Credit Cards issued by any bank outside India displaying
Maestro, Master Card, Cirrus, VISA and VISA Electron logos.

State Bank ATM-cum-Debit (State Bank Cash plus) Card

India's largest bank is proud to offer you unparalleled convenience viz. State
Bank ATM-cum-Debit (Cash Plus) card. With this card, there is no need to
carry cash in your wallet. You can now withdraw cash and make purchases
anytime you wish to with your ATM-cum-Debit Card.

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SAFE DEPOSIT LOCKER:

For the safety of your valuables, we offer safe deposit locker facility at a large
number of our branches. There is a nominal annual rent, which depends on the
size of the locker and the centre at which the branch is located. The rent is
payable in advance for the Financial Year. A copy of the locker agreement
regarding operation of the locker can be provided to the locker hirer at the time
of allotment of the locker.

It is always beneficial to avail the benefits of nomination facility/ survivorship

clause provided to locker-hirers. The major advantage of availing these facilities
is that in the event of unfortunate death of one of the joint locker-hirer, the right
to the contents of the locker does not automatically devolve on the surviving
joint locker-hirer/ nominee (s), unless there is a survivorship clause/
nomination.

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CHAPTER IV

Internship Outcomes and Conclusion

KEY HIGHLIGHTS

 Day 1: How to Introduce Yourself?

 Day 2: CV Building
 Day 3: LinkedIn Profile Development
 Day 4: Personal Interview Training 1
 Day 5: Personal Interview Training 2
 Day 6: Time Management
 Day 7: Got Talent
 Day 8: How to ace Public Speaking?
 Day 9: How to approach a Group Discussion?
 Day 10: Group Discussion Training
 Day 11: Panel Discussion Training
 Day 12: Importance of Body Language & Posture
 Day 14: Indiscipline in Discipline
 Day 15: Relationships: A strength or a Distraction for the Gen-Z

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EXPERIENCES AND RESPONSES

An internship is a professional learning experience that offers meaningful,

practical work related to a student's field of study or career interest. An
internship gives a student the opportunity for career exploration and
development, and to learn new skills.
My experience of working with SBI is amazing, this is my first internship. I
got many life lessons which will be helping me to grow further in my life. It
gain skills that will enhance your resume and increase your career options.
Explore a business or agency and observe or participate in the tasks and
responsibilities preformed daily by professionals. Experience workplace culture,
politics, and business etiquette. Discover a career or new interest.
Understanding sales and how it works is very important for many careers, but
doing high ticket sales would not benefit a student because of the pressure time
and inadequate experiences we have. Also we don't get many opportunities
either. The various internship opportunity at SBI helps us understand how
various aspects of a career is or will look in reality. We can then make better
decision on career choices. Working at SBI is an opportunity up for grab.
I gained my 1st time ever real experience by taking to people and pitching
them the courses. I learnt at what stage my communication skills at and how
should I improve it for my benefit. The B2C corner really gave me a insight
about people and myself and I learnt client based service is a task which helped
me to understand my area which I should focus more on. My journey as a
Employee at SBI far has been amazing. The mentors focus on teaching new
skillsets which helps one understand how the real corporate world works.

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FINDINGS:
1. 92% of the Respondents were believed that S.B.I. Bank provides all Banking
needs.
2. Majority of the Respondents were preferred savings account when compared
with all the remaining mode of accounts, i.e., 67%.
3. 42% of the Respondents were believed in S.B.I. Bank provides loan Facilities
to the customers in an easy manner.
4. Recreation Facility given by the S.B.I. Bank was believed by 44% of the
Respondents.
5. Only 38% the Respondents will aware of the list of shares in stock exchange
provided by S.B.I. Bank.
6. 65% of the Respondents were believed that S.B.I. Bank gave Core banking
facility to the customers.
7. Majority of the Respondents were felt that the S.B.I. Bank will not charge
unnecessarily for not maintaining of minimum balance.
8. Majority 57%of the Respondents felt that the S.B.I. Bank provides a
competitive interest rate.
9. It is observed that 76% of the respondents felt difficulty while opening an
account in the S.B.I. Bank.
10. 93% of the Respondents were recommended to their friends, relatives about
the S.B.I. Bank.
11. Most of the Respondents were not preferred an alternate Bank instead of the
S.B.I. Bank.
12. 72% of the Respondents were felt that the S.B.I. Bank will not take any
service charge without any cause.

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13. While asking the feedback about the S.B.I. Bank services 45% of the
Respondents were felt very well on service.

SUGGESTIONS
1. From the above findings it was found that one of the S.B.I. Bank provided
services is Online transactions. That is not much known to the customers,
therefore the Bank management should take efforts to make awareness among
the general public about online facilities.
2. Since 73% of the customers using savings account deposits in every Bank. So
the Bank management should think of introducing new schemes regarding
savings accounts and marketing those to the customers.
3. While discussing with the customers about suggestions they want more
information on loans with interest rates provided by the Bank. So the Bank
should employ some contact persons through a toll free number.
4. Since 23% of the Respondents were dis-satisfy on transactions at Bank and
time consumed too. To avoid this problem the Bank management should recruit
more employees.
5. Majority of the customers will prefer online bill payment facility provide by
S.B.I. Bank so the management should give low service charges and offering
prices on Online Bill Payments.
6. Advertisement of S.B.I. Bank is very less when compared with the
competitors. It may leads to switching on other Banks. To overcome the Bank
management should promote more advertisements through various
advertisement vehicles.
7. Most of the customers felt that opening of an account is very difficult in the
Bank. So the management should take care on new customers as well as old
customers

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8. Only24% of the customers will aware of the availability of shares in stock

exchange. So the management should display their types of securities like
equity shares, bonds, debentures etc in their branches.

CONCLUSION
Some light was shed on some negative factors also like creating an awareness
on online transactions, interest rates on loans, A.T.M. facilities etc., That‟s why
Some suggestion were provided to the management like concentrating on
Online services, solving banking problem with a quick time and promote loan
facilities like industrial, business, agriculture, individual loans etc, with an
attracting advertisements.
At present banking sectors provide different services through E-banking
systems. The customer is looking for quality services which can provides
satisfaction. From the study it is understood that the customers are highly
satisfied with the E-banking services in Mysore city. The suitable services
available may be improved to give better customer satisfaction leading to
retention of existing customers and attracting new customers. In recent years
many changes have been taken place in the banking sectors. These changes do
not reduce the errors and mistakes in terms of operational activities. The
customers are still facing various problems while using banking transactions.
Therefore, the banks need to focus more on service sector and operational
activities, which makes the customer more comfort and satisfied in dealing with
banking activities.

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Bibliography

 Url: SBI www.sbibank.com

 SBH www.sbhyd.com
 SBM www.mysorebank.com
 SBI www.sbi.co.in

 SBTwww.statebankoftravancore.com
 www.google.com
 www.researchgate.com

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Customer Satisfaction Towards Services Provided by State Bank of India

Annexures
Name of Respondents: …………………………………………

1. Gender of Respondents:
I. Male ( )
II. Female ( )
2. Age Group of Respondents:
I. 18 – 25 ( )
II. 25 – 35 ( )
III. 35 – 45 ( )
IV. Above 45 ( )
3. Education Level of Respondents:
I. S S L C ( )
II. P U C ( )
III. Under-Graduation ( )
IV. Post-Graduation ( )
4. Respondents Have Type of Account in SBI Bank:
I. Savings Account ( )
II. Current Account ( )
III. F D Account ( )
IV. R D Account ( )
5. Respondents know about E-Banking service:
I. Yes ( )
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Customer Satisfaction Towards Services Provided by State Bank of India

II. No ( )

6. Do you think that your sbi bank caters all your banking needs?
(a) Yes (b) No (c)cannot say
7. Which of the following facilities is given more importance in your S.B.I.
Bank
(a)Loan facilities (b) O/D facilities (c) ATM facilities.
Does your bank conduct any recreation facilities for the customers -
(a) Yes (b) No (c) cannot say
08. Does your bank have listed its share in stock exchange
(a) Yes (b) No (c) Not Aware
09. Does your bank have core banking facility for the customers
(a) Yes (b) No (c) Not Aware
10. Do they charge unnecessarily for not maintain minimum balance in your
account
(a) Yes (b) No (c) Not Aware
11. Do you use the service of alternative bank
(a) Yes (b) No (c) Not Aware
12. What do you feel about overall service quality of your bank.
(a) Excellent (b) very good (c)good (d)average (e)poor
13. Would you recommend this bank to your friends, relatives, associates
(a) Yes (b) No (c) Not Aware
14. Your over all opinion about this survey
(a)Satisfactory (b)Will yield result (c)looking forward for result
15. How satisfied are you with the services provided by the bank?
a) Very satisfied b) Satisfied c) Somewhat satisfied d) Dissatisfied

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16. Do you always get prompt service whenever you visit the branch?
a) Always b) Often c) Sometimes d) Rarely e) Never
17. Are you satisfied with your financial transactions with the bank?
a) Very satisfied b) Satisfied c) Somewhat satisfied d) Dissatisfied

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