SCHOOL OF MANAGEMENT SCIENCES BENGAL ENGINEERING AND SCIENCE
UNIVERSITY
MIGRATING CUSTOMER IN ALTERNATE CHANNEL STRATEGIES TO POPULARISE
THE TECH PRODUCT OF SBI Internship report submitted to SBI In
completion of the requirement of summer internship at State bank of
India NAME:PROJECT MENTOR AVISHEK NANDIPRADYOT N.BANERJEE CHIEF
MANAGER (SYSTEMS) Roll No-181321022 Registration No-265113022
JUNE 19, 2014 to August 23, 2014
2 CERTIFICATE OF COMPLETION
ThisiscertifythatMrAVISHEKNANDIstudentofSCHOOLOF
MANAGEMENTSCIENCES,BENGALENGINEERINGANDSCIENCE
UNIVERSITY,SHIBPURhascompletedhisfieldworkreportonthetopicof
MIGRATINGCUSTOMERINALTERNATECHANNEL-STRATEGIESTO POPULARISE THE
TECH PRODUCT OF SBI and has submitted the field work report in
partial fulfilment of MBA of the college for the academic year
2014-2015.He has worked under our guidance and direction. The said
report is based on bonafide information.
Signature of the Guide:
___________________________
3 ACKNOWLEDGEMENT A formal statement of acknowledgement will
hardly meet the ends of the justice in the matter of expression of
my deeply felt sincere and allegiant gratitude to all those who
encouraged me and helped me during my project. It is extremely
difficult to thank individually the numerous
fellowpersonswhopatronizedthisprojectreport.IndeedIcannotcompletelydescribetheir
support to me but it is only a very small attempt to show my
gratification to them. I feel pleasure
forpayingcompletelyheartygratitudetothem.Itisagreatprivilege&honourtohavean
opportunity to undertake training at SBI, Kolkata. I pay my sincere
thanks to S.S CHAKRAVARTY (HR Manager) for giving me an opportunity
for training with this organization. I feel indebted to Mr. Pradyot
N. Banerjee (Chief Manager,
System,SBI)Mr.RupenBasuMallik(Director),&AsstProf.SumantaDeb(Faculty)for
valuable suggestions for bringing out this report. . Throughout my
internship, I tried to put in practice, the theories & cases
taught during the class room studies. Hence, I would also extend
thanks to all the teachers who have taught me during my MBA Program
so far. To a great extent I am very thankful to all my faculties
& colleagues. Last but not the least my sincere thanks to the
almighty for all he has given me. Thank You.
4 CONTENTS Executive Summary Student Profile Organization
Profile Overview Revolution of SBI Strength/Opportunity &
weakness/Threats Different Products Awards & Recognitions by
SBI Frame work of studies Introduction Alternate Channel Banking
Product Objective of the Project Scope of the Study Limitation of
the Study Methodology and Analysis Research Methodology Data
Analysis and Data Interpretation Findings Recommendation Conclusion
Annexure (Questionnaire) Bibliography
5 Executive Summary Today the productivity of any business
concern with the behavioural aspect of consumers. This project
deals with the consumers approach towards the advance product of
SBI. This project report contains different chapters. The report
begins with the introduction to company, its area of operation, its
organization structure, its achievements, etc. Project overview and
Framework of Study deals with the objective of the project, scope
of the project and also limitation of the project. Methodology
adopted in preparing this report ismentioned. It covers the sample
procedure, types of data used and the data collection method. Next
part deals with the findings, recommendation, conclusion after
analyzing and interpretation of data collected through survey. In
each of the chapters as described above, every chapter has been
scheduled in a manner so as to enable the reader to appreciate the
contents easily. The report is supported byfigures and data
wherever necessary with a view to assist the reader in developing a
clear cut understanding of the topic.
Ihopethisreportwillbeextremelyusefulforthoseitismeant.Constructiveandhealthy
suggestions for improvements of the report will be appreciated. At
the end I conclude that this project offer knowledge of advance
product offered by SBI and also every details of the product.
6 Student Profile My nameisAvishek Nandi currently
pursuingMBA(Master in Business Administration) from IITEST,Shibpur
( formerly Bengal Engineering and Science University,Shibpur). I
donemygraduationonBsc(InformationTechonology)fromKuvempuUniversity.Apart
from that I have 2 month experience as a NIIT faculty.
7 Organization Profile Overview State Bank of India State Bank
of India (SBI) is a multinational banking and financial services
companybasedinIndia.Itisagovernment-ownedcorporationwithitsheadquartersin
Mumbai,Maharashtra.AsofDecember2013,ithadassetsofUS$388billionand17,000
branches,including190foreignoffices, makingitthelargestbankingand
financialservicescompanyinIndiaby assets. State Bank of India is
one of the Big Four banksofIndia,alongwithICICIBank,
PunjabNationalBankandHDFCBank .ThebanktracesitsancestrytoBritish
India,throughtheImperialBankof India,tothefounding,in1806,ofthe
BankofCalcutta,makingittheoldest commercialbankintheIndian
Subcontinent.BankofMadrasmerged into the other two "presidency
banks" in British India, Bank of Calcutta and Bank of Bombay, to
form the Imperial Bank of India,whichinturnbecametheState
BankofIndia.GovernmentofIndia ownedtheImperialBankofIndiain 1955,
with Reserve Bank of India (India's CentralBank)takinga60%stake,and
renamedittheStateBankofIndia.In 2008, the government took over the
stake held by the Reserve Bank of India. State Bank of India is a
regional banking behemoth and has 20% market share in deposits and
loans among Indian commercial banks.
SBIprovidesarangeofbankingproductsthroughitsnetworkofbranchesinIndiaand
overseas, including products aimed at non-resident Indians (NRIs).
SBI has 14 regional hubs and 57 Zonal Offices that are located at
important cities throughout India. Type Public Traded asNSE: SBIN
BSE: 500112 LSE: SBID BSE SENSEX Constituent CNX Nifty Constituent
Industry Banking, Financial Services Founded1 July 1955
Headquarters Mumbai, Maharashtra, India Area servedWorldwide Key
people Arundhati Bhattacharya (Chairman Products
consumerbanking,corporatebanking, finance and insurance, investment
banking, mortgageloans,privatebanking,private
equity,savings,Securities,asset management,wealthmanagement,Credit
cards, General Insurance Revenue 200560 crore (US$34 billion) (2012
17916 crore (US$3.0 billion) (2012) 1566261 crore (US$260 billion)
(2012) 98884 crore (US$17 billion) (2012) Owner(s) Government of
India Employees295,696 (2012) Website www.sbi.co.in
8 EVOLUTION OF SBI The origin of the State Bank of India goes
back to the first decade of the nineteenth century with the
establishment of the Bank of Calcutta in Calcutta on 2 June 1806.
Threeyearslater the bank received its charter and was re-designed
as the Bank of Bengal (2 January 1809). A
uniqueinstitution,itwasthefirstjoint-stockbankofBritishIndiasponsoredbythe
Government of Bengal. The Bank of Bombay (15 April 1840) and the
Bank of Madras (1 July 1843) followed the Bank of Bengal. These
three banks remained at the apex of modern banking in India till
their amalgamation as the Imperial Bank of India on 27 January
1921. PrimarilyAnglo-Indian creations, the three presidencybanks
cameinto existence either as a result of the compulsions of
imperial finance or by the felt needs of local European commerce
and were not imposed from outside in an arbitrary manner to
modernise India's economy. Their
evolutionwas,however,shapedbyideasculledfromsimilardevelopmentsinEuropeand
England,andwasinfluencedbychangesoccurringinthestructure
ofboththelocaltrading environment and those in the relations of the
Indian economy to the economy of Europe and the global economic
framework. Establishment
TheestablishmentoftheBankofBengalmarkedtheadventoflimitedliability,joint-stock
bankinginIndia. So was the associated innovationin banking, viz.
the decision to allow the Bank of Bengal to issue notes, which
would be accepted for payment of public revenues within a
restricted geographical area. This right of note issue was very
valuable not only for the Bank of Bengal but also its two siblings,
the Banks of Bombay and Madras. It meant an accretion to the
capital of the banks, a capital on which the proprietors did not
have to pay any interest. The concept of deposit banking was also
an innovation because the practice of accepting money for
safekeeping (andin some cases, eveninvestment on behalf of the
clients) by theindigenous
bankershadnotspreadasageneralhabitinmostpartsofIndia.But,foralongtime,and
especially upto the time that the three presidencybanks had a right
of note issue, bank notes and government balances made up the bulk
of the investible resources of the banks. The three banks were
governed by royal charters, which were revised from time to time.
Each charter provided for a share capital, four-fifth of which were
privately subscribed and the rest owned by the provincial
government. The members of the board of directors, which managed
theaffairsofeachbank,weremostlyproprietarydirectorsrepresentingthelargeEuropean
managingagencyhousesinIndia.Therestweregovernmentnominees,invariablycivil
servants, one of whom was elected as the president of the
board.
9 Business The business of the banks wasinitiallyconfined to
discounting of bills ofexchange or other
negotiableprivatesecurities,keepingcashaccountsandreceivingdepositsandissuingand
circulating cash notes. Loans were restricted to Rs.one lakh and
the period of accommodation confinedto
threemonthsonly.Thesecurityforsuchloanswaspublicsecurities,commonly
called Company's Paper, bullion, treasure, plate, jewels, or goods
'not of a perishable nature' andnointerestcouldbechargedbeyondarate
of twelvepercent.Loansagainstgoodslike opium, indigo, salt
woollens, cotton, cotton piece goods, mule twist and silk goods
were also granted but such finance by way of cash credits gained
momentum only from the third decade of the nineteenth century. All
commodities,including tea, sugar andjute, whichbegan to be
financedlater,wereeitherpledgedorhypothecatedtothebank.Demandpromissorynotes
were signed by the borrower in favour of the guarantor, which was
in turn endorsed to the bank. Lending against shares of the banks
or on the mortgage of houses, land or other real property was,
however, forbidden. Indians were the principal borrowers against
deposit of Company's paper, while the business of discounts on
private as well as salary bills was almost the exclusive monopoly
of individuals Europeans and their partnership firms. But the main
function of the three banks, as far as the government was
concerned, was to help the latter raise loans from time to time and
also provide a degree of stability to the prices of government
securities. Old Bank of Bengal Major change in the conditions
Amajor changein the conditions of operation ofthe Banks of Bengal,
Bombay and Madras occurred after 1860. With the passing of the
Paper Currency Act of 1861, the right of note issue of the
presidencybanks was abolished and theGovernment of India
assumedfrom 1 March 1862 the sole power of issuing paper currency
within British India. The task ofmanagement
andcirculationofthenewcurrencynoteswasconferredonthepresidencybanksandthe
Government undertook to transfer the Treasury balances to the banks
at places where the banks
wouldopenbranches.Noneofthethreebankshadtillthenanybranches(exceptthesole
attempt and that too a short-lived one by the Bank of Bengal at
Mirzapore in 1839) although
thechartershadgiventhemsuchauthority.Butassoonasthethreepresidencybandswere
10
assuredofthefreeuseofgovernmentTreasurybalancesatplaceswheretheywouldopen
branches, they embarked on branch expansion at a rapid pace. By
1876, the branches, agencies and sub agencies of the three
presidency banks covered most of the major parts and many of the
inland trade centres in India. While the Bank of Bengal had
eighteen branches including its head office, seasonal branches and
sub agencies, the Banks of Bombay and Madras had fifteen each. Bank
of Madras Note Dated 1861 for Rs.10 Presidency Banks Act
ThepresidencyBanksAct,whichcameintooperationon1May1876,broughtthethree
presidency banks under a common statute with similar restrictions
on business. The proprietary connection of the Government was,
however, terminated, though the banks continued to hold charge of
the public debt offices in the three presidency towns, and the
custody of a part of the government balances. The Act also
stipulated the creation of Reserve Treasuries at Calcutta, Bombay
and Madras into which sums above the specified minimum balances
promised to the presidency banks at only their head offices were to
be lodged. The Government could lend to the presidency banks from
such Reserve Treasuries but the latter could look upon them more as
a favour than as a right. Bank of Madras Bank of Madras The
decision of the Government to keep the surplus balances in Reserve
Treasuries outside the normal control of the presidency banks and
the connected decision not to guarantee minimum government balances
at new places where branches were to be opened effectively checked
the growth of new branches after 1876. The pace of expansion
witnessed in the previous decade
11 fell sharply although, in the case of the Bank of Madras, it
continued on a modest scale as the profits of that bank were mainly
derived fromtrade dispersed among a number of port towns and inland
centres of the presidency.
Indiawitnessedrapidcommercialisationinthelastquarterofthenineteenthcenturyasits
railwaynetworkexpandedtocoverallthemajorregionsofthecountry.Newirrigation
networksinMadras,PunjabandSindacceleratedtheprocessofconversionofsubsistence
crops into cash crops, a portion of which found its way into the
foreign markets. Tea and coffee plantationstransformedlargeareas
oftheeastern Terais, thehillsofAssamand theNilgiris into regions of
estate agriculture par excellence. All these resulted in the
expansion of India's international trade more than six-fold. The
three presidency banks were both beneficiaries and
promotersofthiscommercialisationprocessastheybecameinvolvedinthefinancingof
practicallyeverytrading,manufacturingandminingactivityinthesub-continent.Whilethe
Banks of Bengal and Bombay were engaged in the financing of large
modern manufacturing
industries,theBankofMadraswentintothefinancingoflargemodernmanufacturing
industries, the Bank of Madras went into the financing of
small-scale industries in a way which
hadnoparallelelsewhere.Butthethreebankswererigorouslyexcludedfromanybusiness
involvingforeignexchange.Notonlywassuchbusinessconsideredriskyforthesebanks,
whichheldgovernmentdeposits,itwasalsofearedthatthesebanksenjoyinggovernment
patronage would offer unfair competition to the exchange banks
which had by then arrived in India. This exclusion continued till
the creation of the Reserve Bank of India in 1935. Bank of Bombay
Presidency Banks of Bengal The presidency Banks of Bengal, Bombay
and Madras with their 70 branches were merged in 1921 to form the
Imperial Bank of India. The triad had been transformed into a
monolith and a giant among Indian commercial banks had emerged. The
new bank took on the triple role of a commercial bank, a banker's
bank and a banker to the government. But this creation was preceded
by years of deliberations on the need for a 'State Bank of India'.
Whateventuallyemergedwasa'half-wayhouse'combiningthefunctionsofacommercial
bank and a quasi-central bank.
TheestablishmentoftheReserveBankofIndiaasthecentralbankofthecountryin1935
ended the quasi-central banking role of the Imperial Bank. The
latter ceased to be bankers to the Government of India and instead
became agent of the Reserve Bank for the transaction of government
business at centres at which the central bank was not established.
But it continued to maintain currency chests and small coin depots
and operate the remittance facilities scheme
forotherbanksandthepublicontermsstipulatedbytheReserveBank.Italsoactedasa
12
bankers'bankbyholdingtheirsurpluscashandgrantingthemadvancesagainstauthorised
securities. The management of the bank clearing houses also
continued with it at many places
wheretheReserveBankdidnothaveoffices.Thebankwasalsothebiggest
tendererat the Treasury bill auctions conducted by the Reserve Bank
on behalf of the Government. The establishment of the Reserve Bank
simultaneously saw important amendments being made to the
constitution of the Imperial Bank converting it into a purely
commercial bank. The earlier
restrictionsonitsbusinesswereremovedandthebankwaspermittedtoundertakeforeign
exchange business and executor and trustee business for the first
time. Imperial Bank The Imperial Bank during the three and a half
decades of its existence recorded an impressive growth in terms of
offices, reserves, deposits, investments and advances, the
increases in some
casesamountingtomorethansix-fold.Thefinancialstatusandsecurityinheritedfromits
forerunners no doubt provided a firm and durable platform. But the
lofty traditions of banking which the Imperial Bank consistently
maintained and the high standard of integrity it observed in its
operations inspired confidence in its depositors that no other bank
in India could perhaps then equal. All these enabled the Imperial
Bank to acquire a pre-eminent position in the Indian banking
industry and also secure a vital place in the country's economic
life. Stamp of Imperial Bank of India
WhenIndiaattainedfreedom,theImperialBankhadacapitalbase(includingreserves)of
Rs.11.85 crores, deposits and advances of Rs.275.14 crores and
Rs.72.94 crores respectively and a network of 172 branches and more
than 200 sub offices extending all over the country. First Five
Year Plan In 1951, when the First Five Year Plan was launched, the
development of rural India was given the highest priority. The
commercial banks of the country including the Imperial Bank of
India had till then confined their operations to the urban sector
and were not equipped to respond to the emergent needs of economic
regeneration of the rural areas. In order, therefore, to serve the
economyingeneralandtheruralsectorinparticular,theAllIndiaRuralCreditSurvey
Committee recommended the creation of a state-partnered and
state-sponsored bank by taking
overtheImperialBankofIndia,andintegratingwithit,theformerstate-ownedorstate-
13 associate banks. An act was accordingly passed in Parliament
in May 1955 and the State Bank ofIndiawasconstituted
on1July1955.MorethanaquarteroftheresourcesoftheIndian banking
system thus passed under the direct control of the State. Later,
the State Bank of India (Subsidiary Banks) Act was passed in 1959,
enabling the State Bank of India to take over eight former
State-associated banks as its subsidiaries (later named
Associates). The State Bank of India was thusborn witha new sense
of social purpose aidedby the 480
officescomprisingbranches,subofficesandthreeLocalHeadOfficesinheritedfromthe
Imperial Bank. The concept of banking asmere repositories of the
community's savings and lenders to creditworthy parties was soon to
give way to the concept of purposeful banking sub
servingthegrowinganddiversifiedfinancialneedsofplannedeconomicdevelopment.The
StateBankofIndiawasdestinedtoactasthepacesetterinthisrespectandleadtheIndian
banking system into the exciting field of national development.
BOARD OF DIRECTORS List of Directors on the Central Board of State
Bank of India (As on 26th June, 2014) Sl.NoNameDesignationUnder
Section of SBI Act 1955 1.Smt. Arundhati BhattacharyaChairman19(a)
2.Shri A. Krishna KumarManaging Director19 (b) 3.Shri P. Pradeep
KumarManaging Director19 (b) 4.Shri Sanjiv MalhotraDirector19 (c)
5.Shri Sunil MehtaDirector19 (c) 6.Shri M.D. MallyaDirector19 (c)
7.Shri Deepak I. AminDirector19 (c) 8.Shri Jyoti Bhushan
MohapatraWorkmen Employee Director19 (ca) 9.Shri S.K.
MukherjeeOfficer Employee Director19 (cb) 10.Dr. Rajiv
KumarDirector19 (d) 11.Shri Harichandra Bahadur SinghDirector19 (d)
12.Shri Tribhuwan Nath ChaturvediDirector19(d) 13.Shri Gurdial
Singh SandhuDirector19 (e) 14.Dr. Urjit R. PatelDirector19 (f)
14 State Bank of India (SBI) CategoryBanking Services
SectorBanking Tagline/ SloganBanker to Every Indian USPA bank which
you can trust STP SegmentPeople who want to use their money for
banking Target GroupPeople from all walks of life PositioningA bank
for every Indian SWOT Analysis Strength1.The biggest bank in the
country 2. Has a separate act for itself. Thus, a special
privilege. 3.Biggest branch network in the country 4.First public
sector to move to CBS Weakness1.Huge amount of staff 2.Expected to
experience high level of attrition due to retirement of its top
management 3.Still carries the image of the old Govt. sector bank
Opportunity1.Pool in talent to replace the going top management to
serve the next generation 2.Make better use of its CRM 3.Expansion
into rural areas Threats1.Consolidation among private banks 2.New
bank licenses by RBI 3.Foreign banks that have sophisticated
products
15 Different Products
DEPOSIT LOANSCARDS DIFFERENT CREDIT CARDS Savings AccountHome
Loans Consumer Cards SBI International cards Life Plus Senior
Citizens Savings Account Loan Against Property Credit CardSBI Gold
cards Fixed Deposits Personal LoansTravel Card SBI Gold Master
cards Security DepositsCar LoanDebit CardsYour City Your Cards
Recurring DepositsLoans against SecuritiesCommercial Cards
Tax-Saver Fixed Deposit Two WheelerCorporate CardsPartnership Cards
Salary Account Pre-approved LoansPrepaid CardAdvantage Woman
Savings Account Retail AssetPurchase Card SBI Employee Cards Rural
Savings AccountFarmer FinanceDistribution Cards People's Savings
Account Business Instalment Loans Business Card SBI Advantage Cards
Freedom Savings Account Flexi CashMerchant Services
16
17 Frame work of Study Technology in the banks is presently
catching up with a high level of development around the
world.ThegapsbetweentheIndianbanksandtheircounterpartsinthetechnologically
advanced countries are gradually narrowing down. Since two decades,
due to an increasingly
competitive,saturatedanddynamicbusinessenvironment,banksinmanycountrieshave
adoptedcustomer-drivenphilosophiestoaddresstherapidandchangingneedsoftheir
customers (Walker et al., 2008). Technological advanceshave
changedthe world radically, altering the manner in which
individuals conduct their personal and business affairs. Over the
pasttwodecadesinparticular,thebankingindustryhasinvestedsubstantialresourcesin
bringing alternate channel banking product to customers. The
banking industry is undergoing through the significant
technological changes; it has several impacts on customer
satisfaction and loyalty. It has revolutionised every industry
including banking in the world by rendering
fasterandcosteffectivedeliveryofproductsandservicestothecustomers.Accordingto
Chakrabarty, (2007) core banking solution enables banks to extend
the full benefits of ATM,
tele-banking,mobilebanking,internetbanking,cardbankingandothermultipledelivery
channels to all customers allowing banks to offer a multitude of
customer-centric services on a 24x7 basis from a single location,
supporting retail as well as corporate banking activities. Now,
Indian banks areinvesting heavilyin the technologies such as branch
automation and computerization, core banking, tele-banking, mobile
banking (M-banking), internet banking, automated teller machine
(ATMs). Today public sector and private sector banks are offering
online banking services. Various alternative channels to provide
easy and anywhere banking are properly thought of. The process of
bank computerization was started since 1985 in public sector banks
in India. However, some private sector banks have started
computerization prior to the public sector banks in India. The
banks in India are using ICT not only to improve their
owninternalprocessesbutalsotoincreasefacilitiesandservicestotheircustomers.The
process of bank computerization was started since 1985 in public
sector banks in India.
Acustomersatisfactionisanambiguousandabstractconcept.Actual
manifestation of the state of satisfaction will vary from person to
person, product to product and service to service. The quality of
service is one of the major determinants of the customer
satisfaction. The banksin India are using Information Technology
(IT) not only to improve
18 their own internal processes but also to increasefacilities
and services to their customers. It brings connivance, customer
centricity, enhance service quality and cost effectiveness in the
bankingservices.Evennow,customersareevaluatingtheirbanksbasedonavailabilityof
high-techservices.Therefore,implementationofICTinthebankingbusinesscontinuesto
improve the banking service. Alternate Channel Banking Product
Customers are now looking for multiple delivery channels and
flexible as well as convenient
workinghoursneithertheclocknorthegeographicallocationsareconstraints.Therefore,
almost all Indian commercial banks are providing services through
the various alternative e-channels, it is called as Alternative
Banking (Shrotriya, 2007 and Kumbhar, 2009). There are various
means of alternative banking i.e. ATM, Mobile Banking, and Internet
Banking.
19 AUTOMATED TELLER MACHINE (ATM) Automated Teller Machineis
amechanism which enables the customer to withdrawmoney from his
account without visiting the bank branch. An ATM card is issued to
the customer by
thebankinordertomakecashwithdrawalsatcashmachine.ThisservicehelpstheATM
customer to withdraw money even when the banks are closed. This can
be done by inserting
thecardintheATMandenteringthePersonalIdentificationNumber&secretpassword.
ATMs act as off-site branches of banks and provide almost all
services that are available from
amanuallyoperatedbranch.Thecustomercan,notonlywithdrawcash,butalsodeposit
money,getaccountstatements,enabletransferoffundsetc.Thecustomerwhowantsto
deposit cash should put the notes in the pouch available at the ATM
counter close it, seal it by signing& put it in theslot
providedfor thispurpose. The bankstaff will collect the packet when
they come for loading cash in the machine & credit the amount
to the account. However,
20 the customer has to sign an undertaking with the bank that he
would not dispute on the amount
credited.ATMhasgained20prominenceasadeliverychannelforbankingtransactionsin
India.NowcustomerswillnotbeleviedanyfeeoncashwithdrawalsusingATM&debit
cards issued by other banks. This will in turn increase usage of
ATMs in India. ATM allows
customers:AutomatedTellerMachineisamechanismwhichenablesthecustomerto
withdraw money from his account without visiting the bank branch.
An ATM card isissued to the customer by the bank in order to make
cash withdrawals at cash machine. This service
helpstheATMcustomertowithdrawmoneyevenwhenthebanksareclosed.Thiscanbe
donebyinsertingthecardintheATMandenteringthePersonalIdentificationNumber&
secret password. ATMs act as off-site branches of banks and provide
almost all services that
areavailablefromamanuallyoperatedbranch.Thecustomercan,not
onlywithdrawcash,
butalsodepositmoney,getaccountstatements,enabletransferoffundsetc.
Thecustomer whowants todepositcashshouldput
thenotesinthepouchavailableat theATMcounter closeit, sealit by
signing & put it in the slot providedfor thispurpose. The bank
staff will collect the packet when they come for loading cash in
the machine & credit the amount to the account. However, the
customer has to sign an undertaking with the bank that he would not
disputeontheamountcredited.ATMhasgained20prominenceasadeliverychannelfor
banking transactions in India. Now customers will not be levied any
fee on cash withdrawals using ATM & debit cards issued by other
banks. This will in turn increase usage of ATMs in India. ATM
allows customers: To view account information To deposit cheques or
cash To order cheques and receive cash.
21 Benefits of ATM: INTERNET BANKING Internet banking or
E-banking means any user with a personal computer and a browser can
get connected to hisbank-s website to perform anyof the virtual
bankingfunctions. Ininternet banking system the bank has a
centralized database that isweb enabled. All the services that the
bank has permitted on the internet are displayed in menu. Any
service can be selected and further interaction is dictated by the
nature of service. The traditional branch model of bank is
nowgivingplacetoanalternativedeliverychannelswithATMnetwork.Oncethebranch
officesofbankareinterconnectedthroughterrestrialorsatellitelinks,therewouldbeno
physical identity for any branch. It would a borderless entity
permitting anytime, anywhere and any how banking To the ATM
Customer To the BankATM customer can utilize any possible facility
availed from the ATM e.g. balance enquiry, withdrawal, deposits,
etc. Anytime banking, 24 hours a day, 7 days a week. Cash
withdrawal from any branch through ATM Innovative, secure,
competitive and presents the bank as technology driven in the
banking sector market Reduces customer visits to the branch &
thereby human intervention. It acts as a value added product to the
bank so that the banks can attract more new generation
customers.
22 BillPaymentService:Youcanfacilitatepayment
ofelectricityandtelephonebills,mobile
phone,creditcardandinsurancepremiumbillsaseachbankhastie-upswithvariousutilitycompanies,
service providers and insurance companies, across the country. To
pay your bills, all you need to do is complete a simple one-time
registration for each biller. You can also set up standing
instructions online to pay your recurring bills, automatically.
Generally, the bank does not charge customer for online bill
payment. Fund Transfer: You can transfer any amount from one
account to another of the same or any another bank. Customers can
send money anywhere in India. Once you login to your account, you
need to mention the payees account number, his bankand the branch.
The transfer will take place in a day or so, whereas in a
traditional method, it takes about three working days.
CreditCardCustomers:WithInternetbanking,customerscannot
onlypaytheircreditcard bills online but also get a loan on their
cards. If you lose your credit card, you can report lost card
online.
Investment:YoucannowopenanFDonlinethroughfundstransfer.Nowinvestorswith
interlinked demat account and bank account can easily trade in the
stock market and the amount
willbeautomaticallydebitedfromtheirrespectiveBankaccountsandtheshareswillbe
credited in their demat account. Moreover, some banks even give you
the facility to purchase mutual funds directly from the online
banking system.INTERNET BANKING SERVICESBill Payment ServiceFund
TransferCredit Card Customers:Recharging your Prepaid
PhoneInvestmentShopping
23 Recharging your Prepaid Phone: Now just top-up your prepaid
mobile cards bylogging in to Internet banking. By just selecting
your operator's name, entering your mobile number and the amount
for recharge, your phone is in action within no time.Shopping: With
a range of all kind of products, you can shop online and the
payment is also
madeconvenientlythroughyouraccount.Youcanalsobuyrailwayandairticketsthrough
Internet banking. MOBILE BANKING "Mobile Banking refers to
provision and ailment of banking- andfinancialservices with the
help of mobile telecommunication devices. The scope of offered
services may include facilities to conduct bank and stock market
transactions, to administer accounts and to access customized
information.Mobile Banking: A Wallet for all Pockets Mobile Banking
(also known as M-Banking,
M-banking,SMSBanking,etc.)isatermusedforperformingbalancechecks,account
transactions, payments, etc., via a mobile device such as a mobile
phone. The main reason that Mobile Banking scores over Internet
Banking is that it enables 'Anywhere Anytime Banking'. According to
Cellular Operators Association of India (COAI), the mobile
subscribers' base in India hit 40.6 Million in August 2004, and it
will be almost80 Million in 2008, i.e., and now its nearly
double.Fourbanks-SBI,HDFC,ICICIandCorporationBank-havepartneredwithIndia'slargest
operator - Bharti Airtel - to offer m-banking. RCOM has tied up
with ICICI Bank, HDFC Bank, Axis Bank and IDBI Bank. Bharti Airtel
has launched its mobile banking and plans to rope in about 100
major banks in India by end 2008. But despite the addition of
around seven million
mobileuserseverymonth,bankofficialsfeelitistooearlytogaugethesuccessofmobile
bankinginIndia."Mobilebankingisstillinitsnascentstage,andwewillhavetowaitand
watch if it really changes the way we bank," officials from various
banks echo. Mobile banking has been at the threshold of a
revolution for some time. While many operators, as well as banks,
had introduced mobile banking applications, it never became popular
due to security concerns. The number of people using mobile banking
services has jumped from under
24 10,000 to120, 000 in two years. While the trend is growing,
lack of awareness of services, apart from perceived security
issues, are inhibiting faster take-off. There is yet another reason
why the service will not spread like wild fire - the credit
environment. RBI has been tightening the
banks,whichhavebeenofferingunsecuredandsecuredloanswithminimalornocustomer
verification. With RBI tightening liquidity, personal loan defaults
have reached 9% and banks will be very wary of giving you a credit
card on the mobile. Though RBI has specified norms for the banks to
provide securetechnology and ensure 'confidentiality,integrity,
authenticity and non-reputability, security remains a major concern
as well as a hurdle. However, with a
fewprecautionsandsafetymeasures,userscanhaveasaferm-bankingexperience.Them-PIN,whichisissuedbythebank,shouldbememorizedandthePIN-mailerdestroyed
immediately. Change your m-PIN regularly and do not share it with
anyone. The PIN is valid only for the
correspondingphonenumber,whichmeansuserscannotaccesstheiraccountsusingother
hand-sets. Thus, in case of a loss/theft of mobile phone, inform
the mobile phone operator as well as the bank to block the banking
application. Similarly, you should also inform the bank, if you
change your hand-set or SIM card.Reserve Bank of India has set-up
the Mobile Payments Forum of India (MPFI), a Working Group on
Mobile Banking' to examine different aspects of Mobile
Banking(M-banking). The Group had focused on three major areas of
M-banking, i.e. Technology and security issues. Business issues.
Regulatory and supervisory issues.
Despitelotsofsecurityissuesrelatedtomobilebankingandlackofawarenessonpartof
consumers, the technology has taken off on slow pace, still it will
be a big hit in coming years.
Duetolargenumberofadvantages,andtheseadvantageshaveoverpoweredallthe
disadvantagesofthetechnology.AlltheseadvantagescreateaWINWINsituationforthe
technology: - End-users benefit from greater control of their
personal finances, as well as time saved
bynothavingtoaccessaccountdetailsviaotherchannels(Internet,phone,ATM,
among others).
Bankersareoftheopinionthatmobilebankinggivesthebanksanopportunityto
expand their customer base without incurring additional
infrastructure costs. It would also help in financial inclusion as
it would provide a large number of unbanked people access to
banking services. Banks would save a huge amount of money on card
issuance and merchant acquiring with zero point of sale cost.
Mobile banking could be used to make remittances from person to
person, banking purposes and to makepaymentsfor purchases or
services provided.
Mobileoperatorsbenefitfromincreasedcustomerstickiness,datausageand,potentially,
customerexperimentationwithotherformsofmobilecontent.Giventhiswin-win-win
situation, we expect uptake of mobile banking services to be robust
among mobile subscribers,
usersandthebanks.Overthenextfiveyears,mobilebankingdeploymentswilldevelop
25 significantly-from"onlinebankingapplications to
onewithricherinterfacesandmultiple mobile payment capabilities.
Thesuccessfulevolution ofmobilebanking and payments will be on the
basis of the ability of financial institutions and mobile operators
to balance ease of
usewithsecurity.AccordingtothismodelMobileBankingcanbesaidtoconsistofthree
interrelated concepts: Most services in the categories designated
Accounting and Brokerage are
transaction-based.Thenon-transaction-basedservicesofaninformationalnaturearehowever
essential for conducting transactions - for instance, balance
inquiries might be needed before committing a money remittance. The
accounting and brokerage services are
thereforeofferedinvariablyincombinationwithinformationservices.Information
services, on the other hand, may be offered as an independent
module. Mobile phone banking may also be used to help in business
situations Present growth trend of mobile banking over the last few
years, the mobile and wireless market has been one of the
fastestgrowingmarketsintheworldanditisstillgrowingatarapidpace.Mobile
phoneshavebecomeanessentialcommunicationtoolforalmosteveryindividual.
AdventofmCommercehasmanagedtotakemobileVAStonextlevel,adding
tremendous value to telecommunication industry. Mobile banking
which is an integral
partofmCommercehasbecomeverypopularamongmobileuserseversinceits
existencein2007.Itcreatesnew,convenientcommunicationandfastfinancial
transactional channel for mobile users which is accessible from
anywhere, anytime.
Checkingaccountinformation,balanceavailable,credit/debitcardinformation,
cheque status, setting alerts, payment reminders, locating ATMs and
bank branches,
accessingministatement,accessingloanandequitystatements,insurancepolicy
management, placing orders for cheque books etc via mobile phones
are some of the
servicesofferedinmobilebanking.Withmultipleaccesschannelssuchas
SMS,downloadableclient,mobileInternet(WAP)mobilebankingisencouraging
mobile users more to explore the service. Banking has been
improvised with the invent of mobile banking.
26 Mobile Banking Services: For the purpose of these Guidelines,
mobile banking transactions is undertaking banking transactions
using mobile phones by bank customers that involve credit/debit to
their accounts. It also covers accessing the bank accounts by
customers for non-monetary transactions like balance enquiry
etc.Account InformationPayments, Deposits, Withdrawals and
TransfersMini-statement and checking of account history. Alerts on
account activity Monitoring of term deposits Access to loan
statements Access to card statements Mutual fund/ equity statements
Pension plan management Insurance policy management Status on
cheque, stop payment on cheque Ordering cheque books Balance
checking in the account Recent transactions Due date of payment PIN
provision Blocking of cards Domestics and international fund
transfers Micro-payment handling Mobile recharging Commercial
payment processing Bill payment processing Peer to Peer payments
Withdrawal at banking agent Deposit at banking agent
27 Regulatory & Supervisory Issues: Only banks which are
licensed and supervised in India and have a physical presence in
India will be permitted to offer mobile banking services.
Debit/credit cards issued as per the extant Reserve Bank of India
guidelines. Only Indian Rupee based domestic services shall be
provided. Use of mobile banking services for cross border transfers
is strictly prohibited. Banks may also use the services of Business
Correspondent appointed in compliance with RBI guidelines, for
extending this facility to their customers. The guidelines issued
by Reserve Bank on Know Your Customer (KYC),Anti Money Laundering
(AML) and Combating the Financing of Terrorism(CFT) from time to
time would be applicable to mobile based banking services also.
Only banks who have implemented core banking solutions would be
permitted to provide mobile banking services. Banks shall file
Suspected Transaction Report (STR) to Financial Intelligence Unit
India (FID-IND) for mobile banking transactions as in the case of
normal banking transactions. Registration of customers for mobile
service
Banksshallputinplaceasystemofdocumentbasedregistrationwithmandatory
physical presence of their customers, before commencing mobile
banking service. On registration of the customer, the full details
of the Terms and Conditions of The service offered shall be
communicated to the customer. Technology and Security Standards:
Information Security is most critical to the business of mobile
banking services and its underlying operations. Therefore,
technology used for mobile banking must be secure and should ensure
confidentiality, integrity, authenticity and non-reputability.
Banksofferingmobilebankingservicemustensurethatcustomershavingmobile
phones of anynetwork operator isin a position to avail of the
service. Restriction,if
any,tothecustomersofparticularmobileoperator(s)ispermissibleonlyduringthe
initial stages of offering the service, up to a maximum period of
six months subject to review.
28 Nature of the Project
Themainpurposeofthisprojectistogetanoverviewoftheuseofalternatechannelsof
banking like internet banking, mobile banking, ATM service and how
these product helps to change the banking habits of various
individuals in the country in current economic condition.
Thisprojecthelpstoidentifygapsbetweenadvanceproductprovidedthroughalternate
channel of banking and consumer. Project deals with what consumer
want from SBI alternate channel ofbanking and their participation
towards alternate channel ofbanking. This study
alsoshownthatConsumerawarenessaboutadvanceProductschemeanditsbenefit.The
technical product of SBI how much they popular and what steps need
to be taken to popularize this product this study provide some
hints.
ObjectiveofProject:Objectivesofaprojecttelluswhyprojecthasbeentakenunder
study. It helps us to know more about the topic that is being
undertaken and helps us to explore future prospects of the topic.
Basicallyit tells what allhavebeenstudied whilemakingthe
project.Thenecessityofproperidentificationofmarketingproblemcannotbeover
emphasized. It is therefore rightly said that the problem properly
defined is half solved. .The main purpose of this study to get an
overview of the use of alternate channels of banking and
intheIndianeconomyandstudyastohowithashelpedtochangethebankinghabitsof
various individuals in the country. The various research objectives
of the study are: Find out the consumer awareness about alternate
channel of banking. To study as to how much alternate channel of
banking has penetrated in the minds of the customers Find out which
alternate channel consumer prefer. Find out their satisfaction
level after using alternate channel of banking.To study the
benefits that are provided to the individual under alternate
channel of banking. To analyse the current market potential for
alternate channel of banking. To explore the future prospects of
alternate channel of banking.
29 Specific Scope of the Project:The geographical scope of the
study is restricted to West Bengal only with sample size of 300
people.Alltheanalysisandsuggestionsarebasedontheanalysisofthebothprimaryand
secondary data. Therefore the scope of the study revolves around
the following aspects:- Consumer perception towards Advance Product
Consumer awareness about Advance Product scheme and its benefit
Limitation of Study: The study restricted within North 24 parganas
and South 24 parganas and Howrah area. Many occasions consumer
didnt response correctly. Consumer has lack of knowledge regarding
alternate channel banking product. Respondents can be biased. Time
was the major constraint. To gather the data from the various
sources is difficult task.
30 Research Methodology
Researchmethodologyisamethodologyforcollectingallsortsofinformation&data
pertainingtothesubjectinquestion.Theobjectiveistoexaminealltheissuesinvolved&
conduct situational analysis. The methodology includes the overall
research design, sampling
procedure&fieldworkdone&finallytheanalysisprocedure.
Themethodologyusedinthe study consistent of sample survey using
both primary & secondary data. The primary data has been
collected with the help of questionnaire as well as personal
observation book, magazine, journals have been referred for
secondary data. The questionnaire has been drafted &presented
by the researcher himself. Sample Size: Sample of 300 people was
taken into study, and their data was collected Sampling Technique:
To study the Project, a Simple Random Sampling technique is used.
Each unit of the population has an equal probability of inclusion
in the sample. In my survey, each respondent have equal opportunity
to be selected Data Collection:
PrimaryData:ItconsistsoforiginalinformationscollectedforspecificPurpose.Primary
data for this research, data are collected through a direct source
like survey to obtain the first hand information is others
resources are written below. Survey. Face to face interaction.
SecondaryData:Itconsistsofinformationthatalreadyexistssomewhereandhasbeen
collected for some specific purpose in the study. The secondary
data for this study is collected from various sources like, Books.
Website. Newspaper. Financial Magazine. (Weekly, business world
etc.) Data Analysis: After data collection, Im able to analyse
customers views, ideas and opinions related to Advance Product and
about SBI Advance Product and from this, SBI will come to know the
customer requirements. Data Interpretation: Interpretation of data
is done by using statistical tools like Pie diagrams,
Bargraphs,andalsousingquantitativetechniques(byusingthesetechniques)accurate
information is obtained.
31 DATA ANALYSIS AND INTERPRETATION
From consumers Table 1Are you aware of the alternate channels of
SBI?
YesNoMaybe 30000 Interpretation Survey was conducted upon 300
respondents, who were availing services of SBI in
themodesavingaccountorcurrentaccount.AlltherespondentsadmittedthatSBI
providing service through alternate channel. 050100150200250300Yes
No Maybe
32 Table 2Which alternate channels do you use frequently?
ATMInternet BankingMobile Banking 2938831 Interpretation: Survey
was conducted upon 300 respondents, who were availing services of
SBI in
themodesavingaccountorcurrentaccount.AlltherespondentsadmittedthatSBI
providing service through alternate channel.
From the response it is find out that
97.67% people using ATM frequently as alternative channel of
Banking29.33% people using Internet Banking frequently as
alternative channel of Banking 10.33% people using Mobile Banking
frequently as alternative channel of Banking. 050100150200250300ATM
Internet Banking Mobile BankingWhich alternate channels do you
use
33
Table 3 Please rates your satisfaction for the following? ATM
Rating Scale12345 User Friendly0012110079 Interpretation: Survey
was conducted upon 300 respondents, who were availing services of
SBI in
themodesavingaccountorcurrentaccount.AlltherespondentsadmittedthatSBI
providing service through alternate channel. User
Friendly0204060801001201401 2 3 4 5User Friendly
34 Table 4 ATM Rating Scale12345 Reliability0161898510
Interpretation: Survey was conducted upon 300 respondents, who were
availing services of SBI in the mode saving account or current
account. All the respondents admitted that SBI providing service
through alternate channel. Reliability0204060801001201401601802001
2 3 4 5Reliability
35 Table 5 ATM Rating Scale12345 High Speed
Functioning01111314234 Interpretation: Survey was conducted upon
300 respondents, who were availing services of SBI in the mode
savingaccountorcurrentaccount.AlltherespondentsadmittedthatSBIprovidingservice
through alternate channel. 0204060801001201401601 2 3 4 5High Speed
Functioning
36 Table 6 Please rates your satisfaction for the following?
Internet Banking Rating Scale12345 User Friendly2631547011
Interpretation: Survey was conducted upon 300 respondents, who were
availing services of SBI in the mode
savingaccountorcurrentaccount.AlltherespondentsadmittedthatSBIprovidingservice
through alternate channel. 0204060801001201401601 2 3 4 5User
Friendly
37 Table 7 Internet Banking Rating Scale12345
Reliability379164540 Interpretation: Survey was conducted upon 300
respondents, who were availing services of SBI in
themodesavingaccountorcurrentaccount.AlltherespondentsadmittedthatSBI
providing service through alternate channel.
0204060801001201401601801 2 3 4 5Reliability
38 Table 8 Internet Banking Rating Scale12345 High Speed
Functioning17479911720 Interpretation: Survey was conducted upon
300 respondents, who were availing services of SBI in the mode
saving account or current account. All the respondents admitted
that SBI providing service through alternate channel.
0204060801001201 2 3 4 5High Speed Functioning
39 Table 9 Please rates your satisfaction for the following?
Mobile Banking
Rating Scale12345 User Friendly2439187437 Interpretation: Survey
was conducted upon 300 respondents, who were availing services of
SBI in the mode
savingaccountorcurrentaccount.AlltherespondentsadmittedthatSBIprovidingservice
through alternate channel. 0204060801001201401601802001 2 3 4 5User
Friendly
40 Table 10 Mobile Banking Rating Scale12345
Reliability597899595 Interpretation: Survey was conducted upon 300
respondents, who were availing services of SBI in
themodesavingaccountorcurrentaccount.AlltherespondentsadmittedthatSBI
providing service through alternate channel.
01020304050607080901001 2 3 4 5Reliability
41 Table 11 Mobile Banking Rating Scale12345 High Speed
Functioning3351734841 Interpretation: Survey was conducted upon 300
respondents, who were availing services of SBI in
themodesavingaccountorcurrentaccount.AlltherespondentsadmittedthatSBI
providing service through alternate channel.
0204060801001201401601801 2 3 4 5High Speed Functioning
42 Table 12 How far do you think these channels have matched
your expectation? ATM Alternate ChannelCompletely Partially
AverageDidn't fulfil ATM596215623
Interpretation: Survey was conducted upon 300 respondents, who
were availing services of SBI in the mode
savingaccountorcurrentaccount.AlltherespondentsadmittedthatSBIprovidingservice
through alternate channel. 020406080100120140160Completely
Partially Average Didn't FulfillATM
43 Table 13 Internet Banking Alternate ChannelCompletely
Partially AverageDidn't Fulfill Internet Banking194121525
Interpretation: Survey was conducted upon 300 respondents, who were
availing services of SBI in the mode saving account or current
account. All the respondents admitted that SBI providing service
through alternate channel. 050100150200250Completely Partially
Average Didn't FulfillInternet Banking
44 Table 14 Mobile Banking Alternate ChannelCompletely Partially
AverageDidn't Fulfil Mobile Banking276915747 Interpretation: Survey
was conducted upon 300 respondents, who were availing services of
SBI in
themodesavingaccountorcurrentaccount.AlltherespondentsadmittedthatSBI
providing service through alternate channel.
020406080100120140160Completely Partially Average Didn't
FulfillMobile Banking
45 Table 15 Will you recommend other to go for this bank? Yes NO
Maybe 2211366 Interpretation: Survey was conducted upon 300
respondents, who were availing services of SBI in
themodesavingaccountorcurrentaccount.AlltherespondentsadmittedthatSBI
providing service through alternate channel. 050100150200250Yes NO
Maybe
46 Project Findings Alternate channel of banking provide
consumer all the banking service without visit the branch. This
study based on a survey which placed at 24 parganas North and South
andHowrahdistrict.300consumerviewaretakenregardingalternatechannelof
banking and the project findings
areAllthe300consumerareawareaboutalternatechannelbankingfacility
provided by SBI. Facility like ATM, Internet Banking or Mobile
Banking. Among 300 consumer 293 using ATM for alternate channel of
banking. Among300consumer88usingInternetBankingasalternatechannelof
banking. Among 300 consumer using mobile banking as alternate
channel of banking.
ConsumerratedATMasuserfriendlymostlyaverage,goodand
satisfactory.40.33% mention ATM as average,33.33% mention as good
andConsumerratedATMasreliabilitymostlyaverageandgood.Among300
consumer 63% mention ATM reliability as average and 28.33% mention
as good. Consumer rated ATM as high speed functioning good and
average.37.66% consumer rated as average and 47.33% rated as good.
According to consumer Internet banking rated as user friendly below
average by 21%, average by 51.33% and good by 23.33%.
AccordingtoconsumerInternetbankingreliabilityrated26.33%asbelow
average, 54.67% as average, and 18% as good. According to survey
Internet banking high speed functioning rated 15.67% as below
average, 33% as average and 39% as good. From the study its find
out that mobile banking as user friendly rated poor by 8%.Rated
below average 13%,62.33% as average and 14.33% as good. According
to survey its find out that Mobile Banking reliability rated 19.66%
as poor,26% as below average,33% as average,19.67% as good. From
the study its find out that Mobile Banking high speed functioning
rated below average by 11.67%,57.67% rated as average,16% rated as
good and 13% rated as satisfied.
ItisfindoutthatconsumerexpectationmetfromtheATMcompletelyby
19.66%.partially by13.66%, average by 52% and didnt fulfil by
7.67%. ConsumerexpectationmetfromInternetBankingcompletelyby6.33%,
partially by 13.67%, average by 71.67%, didnt fulfil by 47%.
Consumer expectation met from Mobile banking completely by 9%,
partially by 23%, average by 52.33% and didnt fulfil by 15.67%. It
is find out that 73.67% people suggested for SBI alternate for
banking. Other than this numerical part some important issue is
find out that though
consumerhavegoodideaaboutATMbutsomecasestheyarelackof knowledge
regarding Internet Banking and Mobile Banking.
47 It is also find out that consumer are so much security
concern about Internet Banking as well as Mobile Banking. They feel
less secure when they banking with this two channel. It is also
find out that some cases ATM maintenance not up to the mark.
Recommendation: Special campaigns for imparting awareness regarding
usage and benefits of the alternate channel of banking. Technical
defects should be removed so that cases of wrong deductions may not
occur. More and more advertisements should be made by the banks.
SBI need to provide more knowledge regarding security of internet
banking and mobile banking to their customer to won their trust.
SBI need more responding to complaints regarding alternate channel
of Banking. At the time of opening accounts, consumers should be
aware about the alternate channel of banking.
Conclusion: While analysing the various aspects of the alternate
channel of banking, it could be concluded that the alternate
channel of banking is, however, getting popular, but the pace of
popularity is not as such, as it required to be. There are various
reasons underlying this issue. Most common reason, which has been
observed in the study, is people's bugbear to adapt with the advent
of new technology. Some of the fields are yet to be improved and
rethink due to which the organization could improve the performance
of its services.
48 Annexure Name: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _Gander:
Occupation
Other _________________________ Age group
Q1. Are you aware of the alternate channels of SBI? Q2. Which
alternate channels do you use? (You can click more than one)
Q3Please rates your satisfaction for the following? ATM Factor
Rating User Friendly Reliability High speed functioning
Internet Banking Factor Rating User Friendly Reliability High
speed functioning
49 Mobile Banking Factor Rating User Friendly Reliability High
speed functioning Q6 How far do you think these channels have
matched your expectation? Alternate
ChannelCompletelyPartiallyAverageDidnt Fulfill ATM Internet Banking
Mobile Banking Q7 Will you recommend other to go for this bank? Any
Suggestion: _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ __ _ __ __ _ _ _ ___ _ _ _ _
__ _ _ _ _ __ _ _ _ __ _ _ ___ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
50 Bibliography Text Books: Philip Kotler, Kevin Lane: Buying,
Having, Being. 12th Ed. New Delhi: Prentice Hall of India Wilson A.
(2003), Marketing Research: An Integrated Approach Internet:
www.google.co.in www.wikipidea.comwww.sbi.com www.sbi.co.in