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Section-1 DESCRIPTION OF THE COMPANY

1.1 Location and Spread of the Company

1.2 Number of employees
1.3 Division of the company
1.4 Main function of the Company
1.5 Customer Profile and Market Share
1.6 Administrative Structure

Section 2: Business Model and SWOC Analysis

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1.1 Location and Spread of the Company

The State Bank of India traces its roots back to the early 19th century when the Bank of
Calcutta was established in Calcutta on June 2, 1806. Three years later, it was renamed the
Bank of Bengal on January 2, 1809. This bank, established by British India, became the first-
ever joint stock bank under the Government of
Bengal. Subsequently, the Bank of Bombay and the
Bank of Madras were founded on July 1, 1840, and
July 1, 1843, respectively. These three banks
dominated India's banking landscape until their
merger on January 27, 1921, forming the Imperial
Bank of India. The Presidency Banks Act,
effective from May 1, 1876, unified the three Main Branch of SBI in Mumbai
Presidency Banks under a single law, enabling
them to finance a wide range of commercial, manufacturing, and mining ventures across the
subcontinent. Initially, these banks held the exclusive right to issue paper currency until the
Paper Currency Act of 1861 shifted this authority to the Government of India by March 1,
1862. On January 27, 1921, the Presidency Banks of Bengal, Bombay, and Madras merged to
establish the Imperial Bank of India. Initially designed to serve commercial, interbank, and
governmental banking needs, the Imperial Bank transitioned into a purely commercial entity
after the establishment of the Reserve Bank of India in 1935. This shift marked a significant
change in its role, transforming it into a conventional commercial bank. When India gained
independence, the Imperial Bank had significant assets, including reserves totaling Rs 11.85
crore, with deposits and advances amounting to Rs 275.14 crore and Rs 72.94 crore,
respectively. It operated through a network of 172 branches domestically and over 200
branches globally. The launch of the first Five Year Plan marked a pivotal moment for the
State Bank of India, as it shifted its focus towards rural development. Before this, commercial
banks like the Imperial Bank primarily served urban areas. To address this limitation and
cater to the rural economy, the All India Rural Credit Survey Committee proposed
establishing a state-supported bank by converting the Imperial Bank and merging it with
existing state-affiliated banks. In May 1955, an Act was passed leading to the establishment
of the State Bank of India on July 1, 1955. The bank directly controlled over 25% of

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available resources and played a significant role in shaping India's banking system alongside
Information Technology. Subsequently, in 1959, the State Bank of India (Subsidiary Bank)
Act was enacted, empowering the bank to absorb eight former state-owned associate banks as
its subsidiaries, later named associate banks of the State Bank of India.

Domestic
The State Bank of India, the country's largest bank, holds a significant quarter of the market
share and serves over 48 million customers through a vast network spanning 22,405
branches, 65,627 ATMs/ADWMs, and 76,089 BC branches. The bank's core values of
service, transparency, ethics, courtesy, and sustainability drive its commitment to innovation
and customer satisfaction.

International
The State Bank of India (SBI) has a vast global presence with 191 offices in 36 countries,
making it the leading Indian bank in foreign markets. It has a strong foothold in various
regions:

 SBI Australia
 SBI Bangladesh
 SBI Bahrain
 SBI Botswana (Formerly operated, now closed)
 SBI Canada
 SBI China
 SBI Mauritius
 Nepal SBI Bank Limited
 State Bank of India Sri Lanka
 INMB Bank in Nigeria
 Commercial Bank of India in Moscow
 PT Bank Indo Monex in Indonesia
 Giro Commercial Bank in Kenya
 SBI branch in Seoul, South Korea
 SBI USA, with branches in California and Washington, D.C.

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Each location serves its respective market, contributing to SBI's global network.

1.2 Number of Employees

As of March 31, 2021, SBI, one of the largest employers globally, had a workforce of
245,652 personnel. Women constituted nearly 26% of this workforce. Among the employees,
officers comprised 44.28%, Associates 41.03%, and Subordinate staff 14.69%. Each
employee contributed a net earning of ₹828,350 (US$10,000) during the fiscal year 2020-21.

SBI Board of Directors

The State Bank of India (SBI) is led by a Chairman, Mr. Dinesh Kumar Khara, who heads the
Board of Directors. Assisting him are four Managing Directors: Mr. Ashwani Bhatia, Mr.
Swaminathan J., and Mr. C.S. Setty.

1.3 Division of the Company

State Bank of India is divided into various divisions based on geographical location and
business segments. Here's a breakdown of the different departments:

Geographical Divisions:
 17 local Head Office (LHOs):

These LHOs are located in major cities across India and oversee the functioning of all
SBI branches within their respective regions. Some of the LHOs include Mumbai,
Delhi, Chennai, Kolkata, Bengaluru, Hyderabad, Ahmedabad, etc.

 57 Administrative Offices (AOs):

These AOs come under the LHOs and manage a group of branches within a smaller
geographical area.

 Regional Business Offices (RBOs):

RBOs function under the AOs and directly control 40-50 branches each.

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Business Segments Divisions:

 Retail Banking:

This division caters to the needs of individual customers, offering saving accounts,
current accounts, loans, credit cards, and other financial products.

 Corporate Banking:

This division focuses on providing financial services to corporate clients, project

finance, trade finance, and treasury services.

 International Banking:

This department manages SBI's activities abroad, providing various products and
services to clients worldwide.

 Agricultural Banking:

This division caters to the specific needs of farmers and the agricultural sector,
providing loans, insurance, and other financial products.

 Other Specialized Divisions:

SBI also has specialized divisions for investment banking, treasury, risk management,
and compliance.

The bank has grown its operations by setting up various subsidiaries like SBI General
Insurance, SBI Life Insurance, SBI Mutual Fund, and SBI Card. It has also gone global,
with 235 offices in 29 countries, operating across different time zones.

1.4 Main Function of the Company

 SBI facilitates bill transactions including accepting, selling, and buying bills of
exchange.
 SBI accepts deposits from both the public and institutions.

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 SBI offers a wide range of banking products and services.

 It has the authority to purchase buildings for official use.
 SBI participates in board memberships and state property administration.
 Additionally, SBI engages in the buying and selling of gold.

1.5 Customer Profile and Market Share

SBI, India's leading bank, holds a significant market share, serving more than 480
million customers through its extensive network comprising over 22,405 branches,
65,627 ATMs/ADWM, and 76,089 BC outlets. The bank prioritizes innovation and
customer satisfaction, driven by its core values: Service, Transparency, Ethics,
Politeness, and Sustainability.

1.6 Administrative Structure

SBI, known as the State Bank of India, stands as the oldest and biggest commercial
bank in India. Offering a broad spectrum of financial solutions, it caters to diverse
banking needs. Its administrative structure is designed to support its vast operations
and ensure efficient decision-making.

Board of Directors:

 The Board of Directors is the highest governing body of SBI, tasked with establishing
the bank's overarching direction and strategy.
 The Board of Directors is the highest governing body of SBI, tasked with establishing
the bank's overarching direction and strategy.
 Other members of the board include government nominees, independent directors, and
employee representatives.

Managing Directors:

 The Managing Directors (MDs) oversee the daily functions of the bank and report
directly to the Chief Managing Director (CMD).

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 The bank has five managing directors, each responsible for different areas like retail
banking, corporate banking, international banking, and risk management.

Circles:
 SBI's operations are divided into 17 circles, each headed by a Chief General Manager
(CGM).
 Circles are further divided into zones and branches.

Zones:
 Zones are headed by General Managers (GMs) and are responsible for overseeing a
group of branches within a circle.
Branches:
 Branches are the front-line units of SBI, where customers interact with the bank.
 Each branch is headed by a branch manager.

Other important units:

 SBI also has a number of other important units, such as the Corporate Centre, which
provides centralized support services; the Subsidiaries Group, which oversees SBI's
subsidiaries; and the Risk Management Group, which manages the bank's risk exposure.

COMPANY PROFILE

State Bank of India, Branch Bhatambra:

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MANAGER MR. KIRAN KUNDE

IFSC SBIN0021401

ADDRESS BHATAMBRA, TQ BHALKI, KARNATAKA

SBI, a globally operating public sector bank, is known for its multinational presence.
Established on 20th November 2011, this bank mainly focuses on agricultural business. It
serves around 300 to 400 customers daily.

The Bhatambra Bhalki Tq. branch, situated in Bidar District, Karnataka State, has both IFSC
and MICR codes necessary for online fund transfers and cheque clearances through State
Bank of India

The corporate banking sector has evolved significantly due to competition and growing
customer demands. As a result, consumers now often hold multiple accounts in different
banks, such as at the State Bank of India Bhatambra Bhalki Tq branch, thanks to the
convenience of internet banking.

Vision:

 Revolutionizing India through preferred banking institutions.

 "My SBI" initiative.

 Pioneering customer satisfaction in the banking sector.

Mission:
 Simplifying financial solutions through responsiveness and innovation.

 Helping customers achieve their goals with a range of products and services.

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 Utilizing state-of-the-art technology for exceptional service delivery.

 Enhancing services for international Indian customers.

Values:
 Uphold ethics, transparency, and honesty in all services.
 Show respect towards customers and colleagues.
 Be knowledge-driven.
 Practice politeness in interactions.
 Embrace sustainability in all endeavors.

Section 2: Business Model and SWOC Analysis

2.1 Business Model

The SBI operates under a traditional banking business model. Its core activity includes retail
banking, corporate banking, international banking and various other financial services. The
main sources of revenue for SBI come from the interest earned on loans and advances, fees
charged for banking services, and income generated from investments. It also offers
insurance products and operates a network of branches and ATMs to serve its customers.

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Additionally, SBI has been expanding its digital banking offerings to adapt to changing
customer preferences and technological advancements.

1. Customer Segments
State Bank of India caters to a diverse customer base that can be segmented into retail
customers, corporate clients, & government entities.

1.1 Retail Customers: -

"SBI serves a diverse range of retail customers, encompassing individuals from various
backgrounds such as salaried employees, self-employed professionals, entrepreneurs,
students, and senior citizens." The bank provides various products and services designed
to suit the unique requirements of its customers. These offerings include savings
accounts, personal loans, home loans, car loans, education loans, credit cards, and
insurance products.

1.2 Corporate Clients: -

SBI caters to diverse clientele, from small businesses to multinational corporations,
providing tailored financial services to support their growth. These services include
working capital loans, term loans, trade finance, and cash management solutions.

1.3 Government Entities:-

As a stateowned bank, SBI also provides services to various government institutions such
as central and state governments, public sector organizations and government agencies.
The bank provides customized financial services to these entities, including treasury
management, pension & payroll processing & tax collection services.

2. Channels
State Bank of India uses a multi-channel approach to reach its customers, enabling them to
access the bank’s products & services through the following channels:

2.1 Branch Network: -

With its extensive branch network, SBI serves a wide range of customers, from small
businesses to multinational corporations; offering customized financial services to help them
expand. These services cover various needs such as working capital loans, term loans, trade

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finance, and cash management solutions. Customers can visit branches to open accounts,
apply for loans, make deposits & withdrawals & seek financial advice from the bank’s
relationship managers.

2.2 ATMs: -

State Bank of India’s vast network of ATMs enables customers to withdraw cash, check
account balances & deposit cash or cheques at their convenience, 24/7.

2.3 Digital Platforms: -

The State Bank of India has modernized its services with digital advancements; ensuring
customers enjoy hassle-free banking. Using platforms like YONO, SBI customers can
conveniently handle various banking tasks like managing accounts, transferring money,
paying bills, and shopping online, all within a single app.

3. Customer Relationships

The State Bank of India prioritizes establishing lasting connections with its customers
through customized services, financial guidance, and tailor-made products designed to suit
individual needs. The bank invests in customer relationship management (CRM) systems to
better understand customer preferences and behavior, enabling it to offer targeted products &
services.

4. Key Activities

SBI’s key activities include:

4.1 Managing the Bank’s Assets and Liabilities: -

This involves managing the bank’s loan portfolio, including credit risk assessment, loan
origination and recovery. SBI also manages its deposit base to ensure that it has sufficient
funds to meet its customers' withdrawal needs and regulatory requirements.

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4.2 Product Development and Innovation: -

SBI is always creating fresh financial offerings to meet changing customer needs. They're
also putting effort into digital advancements to enhance customer service and streamline
operations.

4.3 Marketing and Branding: -

SBI engages in various marketing and commercial activities to build brand awareness and
attract new customers. These activities include advertising campaigns, public relations
efforts, & sponsorship of events.

4.4 Regulatory Compliance: -

SBI, as a financial institution, must adhere to regulations set forth by the Reserve Bank of
India and other governing bodies. The bank has invested in strong systems and processes to
ensure compliance and maintain its credibility in the market.

5. Key Resources

SBI’s key resources include:

5.1 Financial Capital: -

State Bank of India’s financial capital, comprising its deposits, borrowings & equity capital is
crucial for funding its lending activities & meeting regulatory capital requirements.

5.2 Human Capital: -

The success of State Bank of India relies heavily on its workforce, from management to
relationship managers and all other employees. The bank prioritizes investing in talent
recruitment, training, and development to ensure their staffs possess the necessary skills and
motivation to deliver top-notch products and services to customers.

5.3 Physical Infrastructure: -

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State Bank of India’s extensive branch and ATM network and digital platform, form the
backbone of its service delivery services. The bank also relies on its data centers & IT
systems to support its operations.

5.4 Brand and Reputation: -

State Bank of India’s strong brand & reputation as a government-backed institution provides
it with a competitive advantage in the market & helps attract customers & builds trust.

6. Key Partners

State Bank of India collaborates with various partners to enhance its product offerings &
deliver value to its customers. Some of the bank's important partners are:

6.1 Insurance and Asset Management Companies: -

The State Bank of India has teamed up with insurance and asset management firms to provide
an extensive selection of investment and insurance options to its clients. These partnerships
help banks diversify their revenue streams and provide added value to their customers.

6.2 Payment Service Providers: -

The State Bank of India partners with payment service providers to ensure smooth and
efficient transactions for its customers. These partnerships enable the bank to offer a wide
range of payment options & improve the overall customer experience.

6.3 Government and Regulatory Bodies: -

As a government institution, The State Bank of India maintains crucial connections with the
government and regulatory bodies. These connections are vital for the bank to navigate the
intricate regulatory landscape and ensure adherence to all relevant laws and regulations.

7. Cost Structure

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State Bank of India’s cost structure can be broadly categorized into the following
components:

7.1 Interest Expenses: -

Interest expenses, including interest paid on customer deposits and loan interest,
constitute the majority of bank costs. SBI must carefully manage its interest expenses to
maintain profitability & meet regulatory capital requirements.

7.2 Operational Expenses: -

Operating costs include costs associated with operating the banking and ATM network, such
as staff salaries, rent, utilities and maintenance. SBI also incurs costs for its digital platforms,
data centers & IT systems.

7.3 Marketing and Advertising Expenses: -

SBI invests in marketing & advertising campaigns to build brand awareness & attract new
customers. These expenses may include press releases, promotional materials and event
sponsorships.

7.4 Regulatory Compliance and Risk Management Expenses: -

The bank spends money to follow rules and handle different risks like credit, market, and
operational risks. These expenses cover executive pay and investments in strong systems and
processes.

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2.2 SWOC Analysis of SBI

A SWOC analysis is commonly used to evaluate both internal and external factors affecting a
company. It helps decision-making by highlighting opportunities and guiding future
development strategies.

Strengths:

 Market dominance: SBI holds the largest market share and branch network in India.

 Extensive presence: With over 25,000 outlets nationwide, it has a wide geographical
reach.

 Government backing: Being supported by the Indian government provides stability and
trust.

 First-mover advantage: SBI was among the pioneers in commercial banking services.

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Weaknesses:

 Employee morale: High job security sometimes leads to lower motivation and
performance.

 Perceived as traditional: Despite modernization efforts, SBI is still seen as a traditional

bank by some customers.

Opportunities:

 Rural expansion: SBI can tap into untapped rural markets for growth.

 Cashless transactions: With its wide network, SBI could lead in promoting cashless
transactions.

 Technological advancements: Embracing new technologies can enhance services and

customer experience.

Challenges:

 Competition from rivals like ICICI Bank.

 Difficulty attracting new customers, especially amid the preference for private banks.

 Government regulations may pose challenges.

 Threat from foreign banks entering the market.

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INTRODUCTION
2.1 Meaning and Definition
2.2 E-Banking Products and Services Provided By SBI
2.3 Advantages of E-Banking

2.1 Meaning and Definition:-

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o Marketing:

Marketing is the organized process through which businesses strategize, advertise, and
deliver desirable products and services to their intended audience. It involves planning,
pricing, promoting, and distributing goods and services to meet consumer needs and
preferences, fostering exchanges that benefit both industries and consumers.

o Customer Satisfaction:

Customer satisfaction is how happy or unhappy a customer feels after using a product or
service, based on how well it meets their expectations. If the product or service doesn't
meet expectations, the customer is unhappy.

o E-banking:

E-banking, also known as online banking or internet banking refers to a modern banking
system where customers can perform financial transactions through a bank's website. It
allows users to access their accounts, transfer funds, pay bills, and view balances
conveniently from their computers or mobile devices. In essence, internet banking brings the
bank directly to the user, offering flexibility in managing finances anytime, anywhere.

Electronic banking, also referred to as electronic funds transfer (EFT), involves using
electronic methods to move money from one account to another, bypassing the need for paper
checks or physical cash.

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2.2 E-Banking Products And Services Provided By SBI:

Internet Banking:

Internet banking enables you to handle various banking tasks using your personal computer.
This includes checking your account balance, transferring funds between accounts, and
paying bills electronically.

Internet banking systems allow customers to handle their banking needs directly through
their personal computers via the internet, without needing assistance from bank staff. This
system distinguishes between requests that can be automated and those that need human
intervention. It's connected to the main bank system, so even rural customers can access
various banking services. Here's how it works: Customers make requests for banking
services through a remote terminal. These requests are sent through a network to a central
server, where they're categorized. Based on this categorization and a database of service
types, each marked for automated or manual handling, requests are either sent to a queue for
manual handling by a service representative or for automated processing

Automated Teller Machines (ATM):

An Automated Teller Machine (ATM) is situated in a public area, linked to data and various
devices. It's used by bank customers to withdraw cash and access other services
conveniently. ATMs are also referred to as cash machines or money machines.

An ATM, short for Automated Teller Machine, is a computerized device provided by a bank
that lets customers access their accounts, withdraw cash, check balances, and more without
needing assistance from a human teller. It also allows for secure transactions like deposits,
mobile transfers, and even buying stamps.

In modern ATMs, customers use either a traditional plastic card with a magnetic stripe or a
smart card embedded with a chip to access their accounts.

To access their account, the customer will input a unique four-digit PIN (Personal
Identification Number). Once the PIN is entered, the customer can proceed with their
transaction.

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When a PIN is entered incorrectly multiple times, some ATMs may temporarily block the
card to prevent unauthorized access. This security measure is to protect the cardholder's
account. Seized cards are usually destroyed as non-customers cannot be verified.

Telebanking:

The introduction of online telebanking has transformed banking, allowing customers to easily
manage their finances from anywhere, anytime. With just a phone call to the provided
telebanking number, customers can instantly access their accounts using either a landline or
mobile phone. Utilizing an intuitive interactive voice response (IVR) system, customers can
navigate through a user-friendly menu to carry out a wide range of banking activities. With
an ample number of hunting lines in place, customer calls are reliably answered. The system
is bilingual and offers the following features:

• Default account automatically equals audio output.

• Balance inquiries and all transaction inquiries.

• All term deposit inquiries.

• Receive account statements via fax, email, or regular mail.

• Easily request a cheque book.

• Instantly stop payments online.

• Automatically renew term deposits.

• Quickly check your last five transactions.

Smart Card:

Smart cards contain an 8-bit microprocessor embedded beneath a contact pad, replacing the
magnetic stripe seen on traditional credit or debit cards.

The microprocessor in a smart card enhances security by facilitating communication between

the host computer and card reader. Accidental data entry can occur on the card due to the
microprocessor's actions. These chips enable various types of transactions on the cards.

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Debit Card:

Debit cards, also referred to as check cards, resemble credit or ATM cards but function
differently. Unlike credit cards where you pay later, debit cards operate on a "pay now" basis.
When you make a purchase with a debit card, the money is immediately deducted from your
checking or savings account.

Debit cards are widely accepted at various places like grocery stores, supermarkets, retail
outlets, gas stations, and restaurants. You can use your card wherever you see the logo or
name of your card's brand. They provide a convenient alternative to carrying cash or a
checkbook.

Mobile Banking:

In traditional banking, customers have to go to physical branches for transactions. With

mobile banking, they can do banking activities on their phones without visiting branches. It
can even extend to mobile banking vans equipped with or without computerized systems,
which traverse designated routes at scheduled times. This allows customers to conveniently
carry out banking tasks such as deposits, withdrawals, cheque processing, draft issuances, and
passbook updates. Mobile banking streamlines account management electronically, a
function previously confined to Internet banking. The service is usually divided into two
main segments.

(i) SMS Based:

You can use the service from any mobile phone with SMS capability. Just type in the
keywords and your PIN, then send the message to the designated number.

(ii) Menu Based:

Customers can download and install our mobile application. When they need information,
they can simply select the request from the menu and send it to the designated number within
the app. This request is then sent internally as an SMS text. The bank's central computer
processes the request and sends the results back to the customer.

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Features of E-banking:

Electronic banking services offered by various financial institutions have many similar
functions but also some unique features. These services can be broadly categorized into
different types, allowing customers to carry out tasks beyond just transactions. These non-
transactional activities can be easily performed through online banking.

 E-Banking offers competitive interest rates for savings, CDs, and IRAs.
 No monthly fees for checking accounts and free payments.
 Low-rate credit cards available.
 Easy online application for accounts, personal loans, and mortgages.
 24-hour access to accounts.
 Excellent customer service and personalized attention.
 Quick services provided to customers.
 Facilitates fund movement between different banks.
 Exchange of statistical information among banks.
 Enables foreign exchange operations.
 Interbank applications for fund settlement.
 Provides facilities like demat operation, ATM operation, and Internet banking.
 Features include viewing account balances, recent transactions, and downloading bank
statements.
 Options for ordering chequebooks and downloading applications for mobile and
electronic banking.
 Fund transfers between linked accounts and payments to third parties.
 Investment purchases or sales can be made.
 Streamlines loan application processes and manages transactions, including repayments.
 Simplifies credit card applications and utility bill payments.
 Handles financial institution administration tasks.
 Administers user accounts with various levels of authorization.
 E-banking processes are faster and more efficient.

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2.3 ADVANTAGES OF E-BANKING

Convenience:
E-banking offers great convenience to customers for conducting various financial
transactions. People can easily access their bank accounts from the comfort of their
homes without having to visit the bank.

Faster Service:
Fast service is ensured as there's no need to wait in line to pay bills or transfer money.
With an online payment system, money moves instantly between accounts, reducing
transaction time significantly.

Higher interest rates:

Online banks provide customers with higher interest rates, thanks to reduced operating
costs. This allows them to offer better rates on deposits.

Service quality:
The use of online banking has greatly improved customer service. It offers efficiency,
security, and convenience for making payments. Through an e-banking app, customers
can easily track all their account transactions.

24×7 facility:
Customers have access to online banking services round the clock, seven days a week.
For instance, Ally Bank offers 24/7 phone support with live customer service agents,
which can be especially useful for those without internet or who prefer human assistance
over automated systems.

Liquidity:
It broadens customers' liquidity choices by providing convenient access to cash from ATMs
whenever and wherever needed.

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Discounts:
Online banking offers another significant benefit by enabling customers to access various
discounts. When using credit or debit cards, individuals can enjoy discounts at retail
stores, enhancing their overall savings.

SBI offers a range of digital products for convenient banking:

 SBI Buddy: A digital wallet for easy transactions.

 SBI Digital Village: Bringing digital banking to rural areas.
 SBI Digit Voucher: Digital vouchers for various services.
 SBI Mingle: A social banking app for seamless interactions.
 SBI Scribe: A digital tool for document management.
 SBI Smart Watch: Banking at your wrist's reach.
 SBI Video Statement: Visual banking statements for better understanding.
 SBI YONO: Your one-stop digital banking platform for all financial needs.

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CHAPTER-3 PROBLEM STATEMENT AND RESEARCH

METHODOLOGY

3.1 Statement of the Problem

1.2 Objectives of the Study
1.3 Research Methodology
1.4 Limitations
1.5 Chapter Scheme

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3.1 STATEMENT OF THE PROBLEM:

Today, banks offer a wide range of electronic banking services to their customers. However,
it's important to understand if all bank users are familiar with these services. For customers to
have the best experience with e-banking, they need to be fully aware of the available products
and services. Similarly, bankers should be able to recognize the specific services customers
require and deliver them to their satisfaction. This study aims to assess customer satisfaction
with E-banking services, focusing specifically on SBI customers.

India, known for its technological advancements, has witnessed significant strides in its
banking sector. Both governmental and non-governmental banks leverage their technological
capabilities to enhance productivity and service delivery. The State Bank of India exemplifies
this trend, conducting studies aimed at optimizing customer satisfaction and service
standards.

3.2 Objectives of Study:

1. To study the level of customer satisfaction towards the services provided by the SBI
banks.

2. To know the customer perception regarding E-banking services provided by SBI.

3. To know the satisfaction level of customers towards E-banking services.

4. To study the problems faced by the customer in using E-banking services.

3.3. RESEARCH METHODOLOGY:

TYPES OF DATA

Primary Data:

Primary data refers to freshly gathered information that is unique and original in nature. This
data is obtained through a detailed and organized questionnaire designed for descriptive
purposes. The survey was designed together to include questions that were appropriate and
useful for the study.

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Secondary Data:

Secondary data refers to information gathered by someone else and has already undergone
statistical analysis. The study's content is sourced from diverse outlets such as books,
journals, magazines, websites, and other references.

DATA COLLECTION:

 PRIMARY DATA COLLECTION

To gather primary data, the following methods were employed:

Questionnaire:
A questionnaire is a set of surveys designed by researchers to gather opinions and
suggestions from participants.

 SECONDARY DATA COLLECTION

The collection secondary data, the following sources were employed:

Websites:

 https://www.onlinesbi.com

 https://www.wikipedia.org

 https://www.ijtmr.com

 http://www.managejournal.com

3.4 LIMITATIONS
 Time was the constraint.
 The data is limited to only the respondents to the questionnaire and information
provided by the company.
 75 people participated in the study.
 The study lasted for 4 weeks.

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3.5 Chapter Scheme

Chapter 1: Description of the company

This chapter offers the Location and spread of the Company, Number of employees, Division
of the company, the main function of the Company, Customer Profile and market share, and
Administrative Structure. Business model and SWOC analysis.

Chapter 2: Introduction

This chapter offers the meaning, E-banking products and services provided by SBI and the
Advantages of E-banking.

Chapter 3: Problem Statement & Research Methodology

Statement of the problem, objectives of the study, research methodology, limitations and
chapter scheme.

Chapter 4: Outcome of the Initial Internship Project

This section deals with the Analysis and Interpretation of the information gathered. Findings,
suggestions.

Chapter 5: Experiential learning and conclusion of the Initial Internship

Project and intellectual benefits

Experiential learning, conclusion of the initial internship project and intellectual benefits.

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CHAPTER-4: OUTCOMES OF THE IIP

 Analysis of data Interpretation

 Findings
 Suggestions

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TABLE NO: 4.1

TABLE DISPLAYS RESPONDENTS OF GENDER FACTOR

GENDER NO OF RESPONDENTS PERCENTAGE

Male 53 70.7

Female 22 29.3

TOTAL 75 100

FIGURE NO 4.1

FIGURE SHOWING RESPONDENTS OF GENDER FACTOR

80
70.7%
70

60

50

40
PERCENTAGE
29.3%
30

20

10

0
Male Female

Interpretation

Based on the data presented, it is clear that most of the respondents are male, accounting for
70.7% of the total, while 29.3% are female.

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TABLE NO 4.2

TABLE DISPLAYS OF RESPONDENTS CATEGORIZED BY THEIR MARITAL

STATUS.

MARITAL STATUS NO OF RESPONDENTS PERCENTAGE

Married 12 16

Unmarried 63 84

TOTAL 75 100

FIGURE NO 4.2

FIGURE SHOWING RESPONDENTS OF MARITAL STATUS

90 84%
80

70

60

50

40 PERCENTAGE

30

20 16%

10

0
Married Unmarried

Interpretation

Based on the data presented, we understand that the majority of the respondents are
Unmarried at 84% followed by 16% of the respondents are Married.

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TABLE NO 4.3

TABLE SHOWING RESPONDENTS AGE GROUP

AGE GROUP NO OF RESPONDENTS PERCENTAGE

Below 25 years 64 85.3

Between 25-35 10 13.3

Between 35-45 0 0
Above 45 1 1.3

TOTAL 75 100

FIGURE NO 4.3

FIGURE SHOWING RESPONDENTS AGE GROUP

90 85.3%
80

70

60

50

40 PERCENTAGE
30

20
13.3%
10
0% 1.3%
0
Below 25 years Between 25-35 Between 35-45 Above 45

Interpretation

From the above table and graph, most of the respondents, about 85.3%, are under 25 years
old. The next largest group, comprising 13.3% of respondents, falls between 25 and 35 years

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old. Only 1.3% of respondents are over 45 years old, with no respondents falling between 35
and 45 years old.

TABLE NO 4.4

A TABLE DISPLAYING RESPONDENTS' OF EDUCATIONAL QUALIFICATIONS

EDUCAION NO OF RESPONDENS PERCENTAGE

Matriculation 5 6.7

Graduation 47 62.7

Post Graduation 19 25.3

Others 4 5.3

TOTAL 75 100

FIGURE NO 4.4

FIGURE SHOWING RESPONDENTS EDUCATIONAL QUALIFICATION

70
62.7%
60

50

40
PERCENTAGE
30 25.3%

20

10 6.7% 5.3%

0
Matriculation Graduation Post Graduation Others

Interpretation
From the above table and graph 62.5% of the respondent’s educational qualifications are
Graduation, followed by 25.3% of the respondent’s educational qualifications are Post
Graduation, and followed by 6.7% of the respondent’s educational qualifications are
Matriculation and 5.3% of the respondent’s educational qualifications are others.

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TABLE NO 4.5

OCCUPATION NO OF RESPONDENS PERCENTAGE

Professional 11 14.7

Businessmen 6 8

Government 2 2.7

Student and Others 56 74.7

TOTAL 75 100
TABLE SHOWING RESPONDENTS OCCUPATION

FIGURE NO 4.5

FIGURE SHOWING RESPONDENTS OCCUPATION

80 74.7%
70

60

50

40
PERCENTAGE
30

20 14.7%
10 8%
2.7%
0
Professional Businessmen Government Student and Others

Interpretation

According to the data presented, the majority of respondents, accounting for 74.7%, fall
under the categories of Students and other occupations. Professionals represent 14.7% of the

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respondents, while Businessmen account for 8%, and Government respondents make up 2.7%
of the total.

TABLE NO 4.6

TABLE SHOWING RESPONDENT’S MONTHLY INCOMES

MONTHLY INCOME NO OF RESPONDENS PERCENTAGE

Less than 10000 38 50.7

10000-15000 13 17.3

15000-20000 16 21.3

Above 20000 8 10.7

TOTAL 75 100

FIGURE NO 4.6

FIGURE SHOWING RESPONDENTS MONTHLY INCOME

60

50.7%
50

40

30
PERCENTAGE
21.3%
20 17.3%
10.7%
10

0
Less than 10000 10000-15000 15000-20000 Above 20000

Interpretation

From the above table and graph 50.7% of the respondents have a monthly income below
10,000, followed by 21.3% of respondents reported that they allocate between 15,000 to

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20,000 units of their monthly income, followed by 17.3% of the respondents earn a monthly
income between 10,000 and 15,000, and 10.7% in the respondent’s monthly income is above
20000.

TABLE NO 4.7

THE TABLE DISPLAYS THE TYPES OF BANK ACCOUNTS HELD BY

RESPONDENTS

PARTICULARS NO: OF RESPONDENTS PERCENTAGE

Savings account 67 89.3
Current account 6 8
Fixed deposit 0 0
Recurring deposit 2 2.7
TOTAL 75 100

FIGURE NO 4.7

THE FIGURE ILLUSTRATES THE TYPES OF BANK ACCOUNTS HELD BY

RESPONDENTS
100
89.3%
90
80
70
60
50
PERCENTAGE
40
30
20
10 8%
0% 2.7%
0
Savings account Current account Fixed deposit Recurring deposit

Interpretation

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From the above table and graph 89.3% of the respondents having a savings account at a bank,
followed by 8% of the respondents are Current A/c, followed by 2.7% of the respondents are
Recurring deposit (RD) A/c and 0% on the respondents are Fixed deposit (FD) A/c.

TABLE NO 4.8

THE TABLE DISPLAYS INFORMATION ABOUT RESPONDENTS' AWARENESS

OF E-BANKING OR INTERNET BANKING SERVICES

PARTICULARS NO: OF RESPONDENTS PERCENTAGE

YES 68 90.7
NO 7 9.3
TOTAL 75 100

FIGURE NO 4.8

FIGURE SHOWING RESPONDENTS AWARENESS OF E-BANKING/INTERNET

BANKING SERVICE

100
90.7%
90
80
70
60
50
PERCENTAGE
40
30
20
9.3%
10
0
YES NO

Interpretation

Based on the data provided, it is clear that most of the respondents, totaling 90.7%, are
aware of E-banking Services, while 9.3% are not familiar with them.

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TABLE NO 4.9

A TABLE DISPLAYING HOW RESPONDENTS LEARNED ABOUT E-BANKING

PARTICULARS NO: OF RESPONDENTS PERCENTAGE

Friends 47 62.7
Relatives 7 9.3
Bankers 11 14.7
Advertisement 10 13.3
TOTAL 75 100

FIGURE NO 4.9

A FIGURE DISPLAYING HOW RESPONDENTS LEARNED ABOUT E-BANKING

70
62.7%
60

50

40
PERCENTAGE
30

20 14.7% 13.3%
9.3%
10

0
Friends Relatives Bankers Advertisement

Interpretation

In the survey, the majority of respondents (62.7%) learned about E-banking services from
friends. This was followed by 14.7% who learned from bankers, 13.3% from advertisements,
and 9.3% from relatives.

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TABLE NO 4.10

THE TABLE DISPLAYS HOW MANY PEOPLE USE E-BANKING SERVICES

PARTICULARS NO: OF RESPONDENTS PERCENTAGE

Yes 66 88

No 9 12

TOTAL 75 100

FIGURE NO 4.10

FIGURE SHOWING RESPONDENTS USE E-BANKING SERVICES

100

90 88%

80

70

60

50
PERCENTAGE
40

30

20
12%
10

0
YES NO

Interpretation

Based on the data presented, it is clear that most respondents, accounting for 88%, utilize E-
banking Services, with the remaining 12% indicating that they do not use these services.

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TABLE NO 4.11

THE TABLE DISPLAYS THE PERCENTAGE OF ACCOUNT HOLDERS WHO

WERE INFORMED ABOUT E-BANKING SERVICES WHEN THEY OPENED
THEIR ACCOUNTS

PARTICULARS NO: OF RESPONDENTS PERCENTAGE

Yes 65 86.7

No 10 13.3

TOTAL 75 100

FIGURE NO 4.11

THE FIGURE DISPLAYS THE PERCENTAGE OF ACCOUNT HOLDERS WHO

WERE INFORMED ABOUT E-BANKING SERVICES WHEN THEY OPENED
THEIR ACCOUNTS

PERCENTAGE

13.3%
YES
NO

86.7%

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Interpretation

According to the data presented in the table and graph, most respondents, totaling 86.7%,
were aware of E-Banking services when they opened their accounts. The remaining 13.3%
were not aware of E-Banking services at that time.

TABLE NO 4.12

THIS TABLE PRESENTS RESPONDENTS' OPINIONS ON THEIR AWARENESS

OF E-BANKING SERVICES OFFERED BY THE BANK

PARTICULARS NO: OF RESPONDENTS PERCENTAGE

Personal Visit 23 30.7
Executive From The Bank 10 13.3
Advertisements 10 13.3
Friends/Relatives 32 42.7
TOTAL 75 100

FIGURE NO 4.12

THIS FIGURE PRESENTS RESPONDENTS' OPINIONS ON THEIR AWARENESS

OF E-BANKING SERVICES OFFERED BY THE BANK

PERCENTAGE

30.7% Personal Visit

Executive From The Bank
42.7%
Advertisements
Friends/Relatives

13.3%

13.3%

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Interpretation

According to the data provided, 42.7% of respondents learned about e-banking services
through recommendations from friends or relatives, followed by 30.7% of the respondents
from personal visits, followed by 13.3% of the respondents are from executives from the
bank and 13.3% in the respondents are from advertisements.

TABLE NO 4.13

THE TABLE DISPLAYS THE LEVEL OF AWARENESS AMONG RESPONDENTS

REGARDING E-BANKING SERVICES

PARTICULARS NO: OF RESPONDENTS PERCENTAGE

ATM 32 42.7
Debit Card/Credit Card 12 16
Mobile Banking 20 26.7
Internet Banking 11 14.7
TOTAL 75 100

FIGURE NO 4.13

THE TABLE DISPLAYS THE LEVEL OF AWARENESS AMONG RESPONDENTS

REGARDING E-BANKING SERVICES

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PERCENTAGE

14.7%
ATM
Debit Card/Credit Card
Mobile Banking
42.7%
Internet Banking
26.7%

16%

Interpretation

Based on the data presented, the majority of respondents (42.7%) are aware of ATM Card
Banking Services, followed by Mobile Banking Services, which 26.7% of respondents are
aware of. Additionally, 16% of respondents are aware of Debit Card / Credit Card Banking
Services, and 14.7% are aware of Internet Banking Services.

TABLE NO 4.14

THE TABLE DISPLAYS THE NUMBER OF RESPONDENTS USING E-BANKING

SERVICES

PARTICULARS NO: OF RESPONDENTS PERCENTAGE

Less than 1 month 17 22.7

1 to 6 months 14 18.7
6 to 12 months 9 12
More than 1 year 35 46.7
TOTAL 75 100

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FIGURE NO 4.14

THE FIGURE DISPLAYS THE NUMBER OF RESPONDENTS USING E-BANKING

SERVICES

PERCENTAGE

22.7% Less than 1 month

1 to 6 month
46.7% 6 to 12 month
More than 1 year
18.7%

12%

Interpretation

Based on the table and graph, the majority of respondents (46.7%) have been using E-
banking services for over a year. Following this, 22.7% have used these services for less than
a month, 18.7% for 1 to 6 months, and 12% for 6 to 12 months.

TABLE NO 4.15

THE TABLE DISPLAYS HOW RESPONDENTS UTILIZE E-BANKING SERVICES

PARTICULARS NO: OF RESPONDENTS PERCENTAGE

Computer 6 8
Mobile 63 84
Laptop 2 2.7
Other Source 4 5.3
TOTAL 75 100

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FIGURE NO 4.15

THE FIGURE DISPLAYS HOW RESPONDENTS UTILIZE E-BANKING SERVICES

PERCENTAGE
5.3%
2.7%
8%

Computer
Mobile
Laptop
Other Source

84%

Interpretation

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According to the table and graph, the majority of respondents (84%) prefer using E-Banking
on their mobile devices. Following this, 8% of respondents use computers for E-Banking,
5.3% opt for other modes and 2.7% use laptops for E-Banking.

TABLE NO 4.16

THE TABLE DISPLAYING HOW OFTEN RESPONDENTS USE ATM MACHINES

EACH MONTH

PARTICULARS NO: OF RESPONDENTS PERCENTAGE

Less than 1 time 22 29.3
1 to 5 times 36 48
5 to 8 times 8 10.7
8 to 12 times 9 12
TOTAL 75 100

FIGURE NO 4.16

FIGURE SHOWING RESPONDENTS FREQUENTLY USE ATM MACHINE PER

MONTH

PERCENTAGE

12% Less than 1 time

1 to 5 times
29.3%
10.7% 5 to 8 times
8 to 12 times

48%

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Interpretation

According to the data, most respondents (48%) visit an ATM machine between 1 to 5 times
per month. Following this, 29.3% visit less than once a month, 12% visit between 8 to 12
times monthly, and 10.7% visit from 5 to 8 times monthly.

TABLE NO 4.17

THE TABLE DISPLAYING THE PRIMARY REASONS RESPONDENTS VISIT

THE BANK

PARTICULARS NO: OF RESPONDENTS PERCENTAGE

To Make A Deposit 39 52
To Get Advice For Investment 8 10.7
Options
To Inquire About A Balance 10 13.3
To Withdraw Cash 18 24
TOTAL 75 100

FIGURE NO 4.17

THE FIGURE DISPLAYING THE PRIMARY REASONS RESPONDENTS VISIT

THE BANK

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PERCENTAGE

24% To Make A Deposit

To Get Advice For In-
vestment Options
52% To Inquire About A Balance
13.3% To Withdraw Cash

10.7%

Interpretation

According to the data presented, the majority (52%) of respondents visit the bank primarily
to make deposits. Following this, 24% visit to withdraw cash, 13.3% to inquire about their
balance, and 10.7% for investment advice.

TABLE NO 4.18

THE TABLE SUMMARIZING RESPONDENTS' OPINIONS ON THE

ADVANTAGES OF USING E-BANKING SERVICES

PARTICULARS NO: OF RESPONDENTS PERCENTAGE

Time-saving 48 64
Inexpensive 3 4
Easy processing 15 20

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Easy fund transfer 9 12

TOTAL 75 100

FIGURE NO 4.18

THE FIGURE SUMMARIZING RESPONDENTS' OPINIONS ON THE

ADVANTAGES OF USING E-BANKING SERVICES

PERCENTAGE

12% Time saving

Inexpensive
Easy processing
20% Easy fund transfer

64%
4%

Interpretation

In the survey results, it was found that most respondents (64%) appreciate the time-saving
benefits of E-banking services. Following this, 20% of respondents value the easy processing
features, while 12% prefer the convenience of fund transfers. Only 4% of respondents
highlighted the cost-effectiveness of E-banking services.

TABLE NO 4.19

THE TABLE INDICATING THE LEVEL OF SATISFACTION AMONG

RESPONDENTS WITH THE E-BANKING SERVICES PROVIDED BY BANKS

PARTICULARS NO: OF RESPONDENTS PERCENTAGE

Highly Satisfied 20 26.7
Satisfied 46 61.3
Neutral 9 12

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Dissatisfied 0 0
TOTAL 75 100

FIGURE NO 4.19

THE FIGURE INDICATING THE LEVEL OF SATISFACTION AMONG

RESPONDENTS WITH THE E-BANKING SERVICES PROVIDED BY BANKS

PERCENTAGE

12%
Highly Satisfied
26.7% Satisfied
Neutral
Dissatisfied

61.3%

Interpretation

According to the table and graph, most respondents (61.3%) are satisfied with E-Banking
services, while 26.7% are highly satisfied. Additionally, 12% have a neutral opinion about E-
Banking services, and none are dissatisfied.

TABLE NO 4.20

THE TABLE DISPLAYS WHAT RESPONDENTS ANTICIPATE FROM THE

BANK

PARTICULARS NO: OF RESPONDENTS PERCENTAGE

Trust and Care 39 52

professional quality service 18 24

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Immediate response 17 22.7

Others/All the Above 1 1.3

TOTAL 75 100

FIGURE NO 4.20

THE FIGURE DISPLAYS WHAT RESPONDENTS ANTICIPATE FROM THE

BANK

PERCENTAGE
1.3%

Trust and Care

22.7% professional quality service
Immediate response
Others/All the Above
52%

24%

Interpretation

According to the data presented, the majority of respondents (52%) value Trust & Care from
their bank. Following this, 24% of respondents prioritize Professional Quality Service, while
22.7% emphasize Immediate Response. Only a small percentage (1.3%) mentioned other
expectations or all of the above.

FINDINGS
 Most of those surveyed are men who are unmarried and are aged 25 years and above.
 The majority of respondents hold Saving A/c and most of the respondents know about
E-Banking Services through their friends.
 It’s found that the majority of the respondents use E-Banking services and are aware
of these services during the opening A/c itself.
 The other method used by the respondents is ATM and Mobile mode of E-Banking.

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 These respondents visit ATM machines 1 to 5 times and they visit banks to make only
deposits.
 It was found that E-Banking services saved a lot of Time for the respondents they
were satisfied with the E-Banking services provided by the SBI bank.
 The bank provides more trust and care for its depositors.

SUGGESTIONS
 The bank can provide awareness about E-Banking services to Women’s depositors also.
 The bank can encourage the utilization of other scheme of deposits like Recurring
Deposit, Fixed Deposit etc.
 The bank can through its E-Banking services initiate providing time-to-time upgradation
in the keeping with the customer satisfaction level.
 The bank should create confidence in the minds of depositors in using E-Banking
services.
 E-banking services as a system of money transactions and other services has saved a lot
of time for depositors and hence have improved customer satisfaction levels.

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5.1 Experiential Learning

5.2 Intellectual Benefits
5.3 Conclusion

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5.1 Experiential Learning:

1. Hands-on Interaction:

Experiencing E-Banking services firsthand allows customers to interact with the platform,
conduct transactions, and navigate through various features. This practical engagement
enhances their understanding of the services.

2. Problem-Solving Skills:

Encountering challenges within the E-Banking system provides customers with opportunities
to develop problem-solving skills. Overcoming technical issues or understanding complex
processes fosters a learning-by-doing approach.

3. User-Focused Insights:

Engaging with E-Banking services enables users to provide feedback based on real
experiences. This firsthand information is invaluable for SBI to enhance its services, making
it a reciprocal learning process.

4. Adaptability:

Regular use of E-Banking services allows customers to adapt to technological changes and
updates. This adaptability is crucial in the rapidly evolving landscape of digital banking.

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5.2 Intellectual Benefits:

1. Understanding Technological Systems:

Experiencing E-Banking services helps customers comprehend the underlying technological

systems. This understanding contributes to their overall technological literacy.

2. Financial Literacy:

Engaging with online banking services often involves managing finances, tracking
transactions, and understanding digital security. This contributes to customers' financial
literacy as they become more aware of financial practices.

3. Data Analysis and Decision-Making:

E-banking platforms generate vast amounts of data. Analyzing transaction patterns and
financial activities can empower customers to make informed decisions regarding their
spending, savings, and investments.

4. Risk Management:

Assessing the security features and understanding the risks associated with online
transactions promotes a heightened sense of security awareness and risk management among
customers.

5. Digital Citizenship:

Using E-Banking services fosters responsible digital citizenship. Customers learn to navigate
the online world securely and ethically, contributing to a safer digital environment.

6. Economic Awareness:

Tracking transactions and monitoring account balances through E-Banking services enhances
customers' awareness of their economic activities, encouraging responsible financial
behavior.

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5.3 CONCLUSION
In today's market, prioritizing customer satisfaction has evolved from a mere slogan to a
fundamental reality. With customers becoming increasingly informed, their preferences have
also heightened. Basic courtesy is no longer sufficient; customers now seek genuine concern
and dedication. In this fiercely competitive landscape, survival is not determined by age,
strength, or even being the first in the market, but by delivering the best service. Hence,
leveraging modern technology is essential for providing superior service. This study
investigates customer satisfaction with SBI's Internet banking services through a survey of 75
respondents. The findings indicate that customers generally view SBI's Internet banking
services favorably.

The majority of customers are content with E-banking services, while others have moderate
satisfaction levels due to varying preferences. SBI can enhance customer satisfaction by
expanding service offerings and promoting digital literacy to encourage more customers to
embrace Internet banking.

BIBLIOGRAPHY

REFERENCE

Web Resources:

 https://www.onlinesbi.com

 https://www.wikipedia.org

 https://www.ijtmr.com

 http://www.managejournal.com

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