Professional Documents
Culture Documents
INSTITUTE OF
MANAGEMENT
LUCKNOW
BY
SHWETANK SETU
(CFT08_140)
COMPANY GUIDE
Mr.Ch Durga Prasad
AGM, RACPC
Ahmedabad
State Bank of India
SUBMITTED BY
Shwetank Setu
(CFT08_140)
Jaipuria Institute of Management
Lucknow
Acknowledgements
If words are considered to be signs of gratitude then let these words convey the
very same. My sincere gratitude to State Bank of India for providing me with an
opportunity to work with State Bank of India and giving necessary directions on
doing this project to the best of my abilities.
The State Bank of India is the oldest and largest bank in India, with more than
$250 billion (USD) in assets. It is the second-largest bank in the world in number
of branches; it opened its 10,000th branch in 2008. The bank has 84 international
branches located in 32 countries and approximately 8,500 ATMs. Additionally,
SBI has controlling or complete interest in a number of affiliate banks, resulting in
the availability of banking services at more than 14,600 branches and nearly
10,000 ATMs. SBI traces its heritage to the 1806 formation of the Bank of
Calcutta. The bank was renamed the Bank of Bengal in 1809 and operated as
one of the three premier "presidency" banks (the presidency banks had the
exclusive rights to manage and circulate currency and were provided capital to
establish branch networks). In 1921, the government consolidated the three
presidency banks into the Imperial Bank of India. The Imperial Bank of India
continued until 1955, when India's central bank, the Reserve Bank of India,
acquired the majority interest in the bank and changed its name to the State
Bank of India (SBI).In 1959, the Indian government passed the State Bank of
India Act, resulting in the acquisition (majority shareholding) of eight state-
affiliated banks and the creation of the State Bank of India Group (SBI Group).
The SBI itself is now majority owned by the Indian government, which purchased
the shares held by the Reserve Bank of India.
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. Three years later the bank received its charter and was
re-designed as the Bank of Bengal (2 January 1809). A unique institution, it was
the first joint-stock bank of British India sponsored by the 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.
Primarily Anglo-Indian creations, the three presidency banks came into 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 modernize India's economy. Their evolution was, however, shaped by
ideas culled from similar developments in Europe and England, and was
influenced by changes occurring in the structure of both the local trading
environment and those in the relations of the Indian economy to the economy of
Europe and the global economic framework.
Establishment
The establishment of the Bank of Bengal marked the advent of limited liability,
joint-stock banking in India. So was the associated innovation in 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 (and in some cases, even investment on behalf
of the clients) by the indigenous bankers had not spread as a general habit in
most parts of India. But, for a long time, and especially up to the time that the
three presidency banks had a right of note issue, bank notes and government
balances made up the bulk of the ingestible 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 the affairs of each bank, were
mostly proprietary directors representing the large European managing agency
houses in India. The rest were government nominees, invariably civil servants,
one of whom was elected as the president of the board.
Business
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.
Briefly describing , the first customer interface is the Marketing division of the
loans these people are there to convince as well as attract customers they
provide the first hand information about the loan and the various requirements for
pursuing that loan. Then there is the Sanctioning Department which verifies the
potentiality of the customer to repay the loan, and the various documents are
verified here. There is an advocate and an in house property valuator who
assists these people in getting a clear view about the customer. If everything is
found to be up to the requirements set by the Bank, the loan is sanctioned to the
customer. A Sanction letter is issued, and then the process of getting all things
notarized. After all the documents and legal formalities of the loan is complete a
loan account is being opened and the margin money is transferred to that
account. When all these process gets over the disbursement cheque is issued to
the customer. And if the customer is having his/her salary account in a different
bank post dated cheques are collected from the customers for the collection of
the equated monthly installments (EMI). This is the whole process which is
carried in order to avail a loan.
SBI HOME LOANS now offers Interest Rates concessions on GREEN HOMES in
accordance with SBI's commitment to Environment protection.
SBI Home Loans come to you on the solid foundation of trust and transparency
built in the tradition of State Bank of India.
Best Practices followed in SBI mentioned below will tell you why it makes sense
to do business with State Bank of India
Unique features
• Provision for on the spot "In principle" approval.
• Loan sanctioned within 6 days of submission of required documents.
• Option to avail Home Loan as a Term Loan or as an Overdraft facility to
save on interest and maximise gains (see SBI MaxGain in the following
sections)
• Option to club income of your spouse and children to compute eligible
loan amount
• Provision to finance cost of furnishing and consumer durables as part of
project cost
• Repayment permitted upto 70 years of age
• Free personal accident insurance cover upto Rs.40 Lac.
• Optional Group Insurance from SBI Life at concessional premium (Upfront
premium financed as part of project cost)
• Interest calculated on daily reducing balance basis, and starts from the
date of disbursement.
• ‘Plus’ schemes which offer attractive packages with concessional interest
rates to Govt. Employees, Teachers, Employees in Public Sector Oil
Companies.
• Special scheme to grant loans to finance Earnest Money Deposits to be
paid to Urban Development Authority/ Housing Board, etc. in respect of
allotment of sites/ house/ flat
• Option to avail loan at the place of employment or at the place of
construction
• Complimentary international ATM-Debit card
• Complimentary SBI Classic/ International Credit Card
• Option for internet-banking
• Concessional package under ‘Credit Khazana’ for prospective Auto
Loan, Student Loan, Personal Loan borrowers whose accounts are
conducted satisfactorily
• 50% concession in charges in respect of all personal remittances/
collection of outstation cheques
• Personal loan at attractive rates under SBI Home Plus scheme tailored
exclusively for SBI Home Loan customers
Purpose
Eligibility
Loan Amount
1. Income of your spouse/ your son/ daughter living with you, provided they have
a steady income and his/ her salary account is maintained with SBI.
2. Expected rent accruals (less taxes, cess, etc.) if the house/ flat being
purchased is proposed to be rented out.
Note:
NMI – Net Monthly Income
EMI – Equated Monthly Installment
Margin
20% for loans up to Rs.30 Lacs, 20% for loans above Rs.30 lacs and upto Rs.75
lacs. 25% for loans above Rs.75 lacs. (w.e.f. 01.01.2009).
Processing Fee
Pre-closure Penalty
No penalty if the loan is preclosed from own savings/windfall gains for which
documentary evidence is produced by the customer.
In case, such proof is not produced by the borrower, penalty @2% on the amount
prepaid in excess of normal EMI dues shall be levied if the loan is pre-closed
within 3 years from the date of commencement of repayment.
Security
Other tangible security of adequate value like NSCs, Life Insurance policies etc.,
if the property cannot be mortgaged.
Moratorium
Documents
The loan is granted as an Overdraft facility with the added flexibility for you to
operate your Home Loan Account like your SB or Current Account.
The product serves to minimize your interest cost by enabling you to park your
surplus funds in ‘SBI-Maxgain’ (with the benefit to withdraw the surplus funds
whenever you require), specially in the wake of low yields from other deposit/
investment avenues. Minimum Loan Amount: Rs.5 lacs
(Other terms and conditions – as applicable to regular Home Loans).
‘SBI-Realty’ Home Loans
A unique product if you are on the look out for a loan to purchase a plot of land
for house construction. The loan is available for a maximum amount of Rs.1
crore* and with a comfortable repayment period of upto 25 years.
You are also eligible to avail another Housing Loan for construction of house on
the plot financed above with the benefit of running both the loans concurrently.
(House construction should commence within 2 years from the date of availment
of ‘SBI-Realty’ Housing Loan)
(Other terms and conditions – as applicable to regular Home Loans)
(* relaxation considered on case to case basis)
A revolutionary product designed for customers who are on the look out for a
source of finance for a property they want to invest in without mortgaging the
same. All you have to do is pledge any financial security that you have and you
will get a Home Loan for your dream home.
A must-take for those who do not want to pay stamp duty for mortgage of their
property or go through the hassles of creation of mortgage.
You also have an option to take the loan by way of mortgage of the property and
pledge financial securities in lieu of margin money.
Repayment is highly customized, giving you the option to repay through regular
EMIs or through maturity proceeds of the securities pledged. (Other terms and
conditions – as applicable to regular Home Loans).
Innovative and value added products extended to existing Home loan borrowers
with a satisfactory repayment record of 3 years and whose loan is Standard
Asset, with a view to reinforce the customer loyalty and to maintain long term
relationship with the borrowers. In case of take-over of Home Loans from other
Banks/HFCs, the borrower should have fulfilled the above conditions with the
present Bank/HFC.
Purpose
‘SBI-Optima’ Additional Home to meet expenditure towards major repair,
Loans renovation, addition to their house/flat,
purchase of furniture, fixtures and consumer
durables
‘SBI-Homeline’ Special Personal General purpose loan to meet expenditure
Loans to meet forseen/unforeseen contingencies
Eligibility
Inbuilt provision for availment of the loans on the expiry of each bloc of 5 years,
the first bloc commencing on the expiry of 5 years from the date of sanction of
original Home Loan.
Original Home Loan and all ‘SBI-Optima’ Home Loans/’SBI-HomeLine’ Personal
Loans can run concurrently
Comfortable repayment obligations – Tenure of the loans equal to the residual
maturity of the original Home Loans -
Credit Khazana
The "SBI Credit Khazana" Scheme offers Housing Loan customers, concessions
in interest rates and margins when they subsequently avail of any of the following
loans:
Eligibility
Housing Loan customers who have serviced the loan regularly for at least one
year and where Equitable Mortgage has been created.
Concession in Interest
There will be a concession of 0.25% in interest when any of the above mentioned
loans are availed.
Concession in Margin
There will be a concession of 10% in case of Car Loan and 5% in case of Tractor
Loan. Under the SCOOM Scheme, the margin has been maintained at 5%.
Security
The security required to be taken under the individual schemes would be taken
and additionally, the Equitable Mortgage taken for the Housing Loan would be
extended to cover the new loan(s).
Insurance
Free accident insurance cover (to cover death only) is available in case of Car
Loan.
Other terms & conditions like Amount of Loan, Repayment, Documentation will
be the same as those laid down for the individual schemes.
Project Report
Problem Statement
To study the consumer perception regarding the State Bank of India’s Housing
Loan product.
Customer satisfaction is one such element of the service industry which cannot
be taken lightly by any organization. While initial days with the State Bank of
India I found many customers who were approaching the marketing department
people for the takeover of their existing loan. This fact led me to study the
consumer perception regarding this SBI’s Housing Loan product, actually
presently the rate of interest offered by SBI is comparatively lower than other
private banks, so it can analyzed that is it only the rate of interest or other factors
also involved in this transition. Further more this study will help the senior officers
of the State Bank of India to look into the lacking and could implement the same.
Customer Satisfaction
More than a decade ago, Parasuraman, Zeithaml and Berry (1988, 1991)
conducted extensive studies in different industries and developed the
SERVQUAL instrument: a 22-item scale with a set of service quality dimensions
to quantify a customer’s assessment of a company’s service quality. Five key
dimensions of service quality — reliability, responsiveness, assurance, empathy
and tangibles — have been identified and form the foundation on which a lot of
other studies on service quality have been built. SERVQUAL is widely
recognized and used, and it is regarded as applicable to a number of industries,
including the banking industry (Yavas, Bilgin, Shemuell, 1997). However,
SERVQUAL has been subject to certain criticisms, including vagueness in the
definition of expectations, its dubious applicability in some industries (Teas,
1993), the need for expectation measurement (Cronin and Tayer, 1992, 1994),
and SERVQUAL’s dimensionality (Carman, 1990). Moreover, the traditional
service quality dimensions cannot directly apply to Internet banking, because it
represents a different and unique service delivery process.
SERVQUAL
The SERVQUAL instrument has been the predominant method used to measure
consumers’ perceptions of service quality. It has five generic dimensions or
factors that are stated as follows (van Iwaarden et al., 2003):
(2) Reliability: Ability to perform the promised service dependably and accurately;
SERVQUAL Findings
Tangibles
Reliability
* Excellent banks will perform the service right the first time.
* Excellent banks will provide their services at the time they promise to do so.
Responsiveness
* Employees of excellent banks will tell customers exactly when service will be
performed.
* Employees of excellent banks will give prompt service to customers.
* Employees of excellent banks are always willing to help customers.
Assurance
Empathy
* Excellent banks will have operating hours convenient to all their customers.
* Excellent banks will have employees who give customers personal attention.
Research Design
Exploratory Design
The survey research method will be the basic research design. The respondents
will be classified into three types namely the SBI customer, Non SBI customer
and the Managers. We will be conducting an experience survey in which we are
going to have Expert Interview that will be conducted with the experts who are
qualified and have good knowledge in the field and the interview will last around
30- 40 minutes. We will also be conducting a Non- disguised, qualitative
analysis called In-depth Interview of the consumers that is expected to last
between 15-20 minutes. By this we came to know about their perception
regarding the procurement of the Housing Loan and after sales services.
Target Population
The target population was the people who avail Housing Loan from different
banks. The research was conducted under a sampling frame of people living in
and around Ahmedabad who were already availing the housing loan from
different banks and specially State Bank of India.
Sampling Design
The sampling design adopted was convenience and quota of non probabilistic in
which we got filled questionnaire from 56 respondents 50 were from State Bank
of India’s customer and the rest 6 from the customer’s of other banks. So my
sample size would be 56. Eligible respondents will be adults over the age of 18.
The quota that we had taken was on the basis of the Net Monthly Income of the
household and the Amount Sanctioned for the Loan dividing it equally on both
the ranges.
Questionnaire Formulation
Reliability
For the complete study, 62 responses were generated using the pilot tested
questionnaire, but only 56 completely filled questionnaires were retrieved. The
reliability of the completely filled questionnaires was tested using the correlation
technique used by the OATBRAN and it came out to be 0.39.
Data Collection
For the complete survey respondents were chosen in such a way that the
responses can be analyzed on each other. I chose respondents mainly from
State Bank of India keeping in mind about the Quota of the Net Monthly Income
of the house hold and the Loan amount to be sanctioned. I conducted a personal
interview for the customers who visited the bank and the maximum number of my
responses was taken on an interview over telephone. For the responses of the
other bank’s customer I visited other banks and interviewed through laddering
questions about not being a customer of the State Bank of India.
Classification and Tabulation of the Data
The raw data obtained from questionnaire must undergo preliminary preparation
before it can be analyzed using statistical techniques. The quality of results
obtained from statistical techniques and there subsequent integration depends to
a greater degree on how well the data were prepared and converted into a form
suitable for analysis.
The data after collection has to be processed and analyzed in accordance with
the outline laid down for the purpose at the time of developing the research plan.
The processing operation includes:
Findings
Dimension-wise Analysis
Tangibility: The data in Table-1 brings to light the perception of the State Bank of
India with its respective customers on tangibles. The data reveals that the
modern scenario of SBI is changing. These days the bank is concentrating on the
ambience and other facilities which all make customers feel more friendly and
find it a comfortable place. All the customers interviewed has on an average
awarded 91.2% weight age to tangibles.
Assurance: The perceptual difference between SBI and other banks customer is
very low. The respondents of SBI have given appreciable rating the assurance
dimension to the bank. The element wise analysis shows that SBI is exceeding
the perceptions of their customers as far as trust worthiness and feeling safe in
transacting with the bank is concerned.
Empathy: The data analysis of Table-5 discloses the fact that banks such as SBI
stand away from their customers regarding delivery of quality services. There
exists a wide gap between the perceptions of banks such as SBI and their
customers as is evident from the high mean difference (1.05).
Table 1
S No. SERVQUAL Dimension Mean
1 Proper lighting, ambience and seating arrangements available 4.6
Proper arrangements for heat, ventilation and air conditioning
2 made 4.6
The bank along with loan provides additional facilities of
3 having a saving account, ATM, credit card facility 4.5
Tangibility (1+2+3) 13.7
Maximum 15
Table 2
S No. SERVQUAL Dimension Mean
1 The name of the bank is reliable 4.6
2 The loan is worth to avail 4.4
3 The product (Housing Loan) is tested by users 4.4
The bank is updating the web sites about the housing loan for
4 the knowledge of the customers 3.9
5 Proper ethic advertisements 4
6 Briefed about all the various types of housing loan schemes 4.2
How satisfied are you with how your telephone enquiries were
7 dealt with 4.1
8 The rate of interest which is charged is suitable 3.7
9 How easy was it to find information on the Scheme 3.7
How satisfied are you with the availability of the Complaint
10 Register 3.7
Reliability (1+2+3+4+5+6+7+8+9+10) 40.7
Maximum 45
Table 3
S No. SERVQUAL Dimension Mean
1 The feed back of the customer is taken care of 4.1
2 The bank has taken a proper survey about the product 4.2
3 Followed the policy of “Customer is King” 4.2
4 The time taken for getting the loan is proper 3.8
How satisfied are you with the ease of contacting the person
5 you needed 4.1
How satisfied are you with the time taken to respond to
6 telephone enquiries 4.1
How satisfied are you with the time taken to respond to written
7 /postal enquiries 3.7
Responsiveness (1+2+3+4+5+6+7) 28.2
Maximum 35
Table 4
S No. SERVQUAL Dimension Mean
1 The financial institutions (Bank) is legal 4.4
2 Proper assistance in filling the form and other formalities 4.6
The marketing executive is properly trained for the purpose to
3 help the customers 4.3
4 Properly welcomed by the employee 4.5
The customer is treated in the same way after getting the loan
5 sanctioned and disbursed 3.6
6 Assistants have proper product knowledge 4.2
7 You will recommend other people about this loan scheme 4.4
8 Proper assistance is provided also after the loan is availed 3.7
How satisfied are you with the clarity of information or advice
9 provided 4
How easy was it to understand and complete the application
10 form 4.4
How satisfied are you with the relevant knowledge of the staff
11 you dealt directly with 3.9
12 How satisfied are you with the way problems were resolved 3.9
How satisfied are you with the speed in which the
13 service/product was delivered 3.9
Assurance (1+2+3+4+5+6+7+8+9+10+11+12+13) 53.8
Maximum 65
Table 5
S No. SERVQUAL Dimension Mean
1 You will be a loyal customer of this bank life time 4.5
You feel that you are cheated and would like to shift to other
2 bank 4.5
3 How satisfied are you with the courtesy of the staff 4.3
4 How satisfied are you with the help fullness of the staff 4.2
How satisfied are you that the staff showed interest in you as
5 an individual / treated you as a valued customer 4
6 How satisfied are you with the way problems were resolved 4.2
How satisfied are you with the general behavior of the staff
7 members 4.2
Empathy (1+2+3+4+5+6+7) 29.9
Maximum 35
4.6
4.5
4.4
4.3
4.2
4.1
4
3.9
3.8
3.7
Tangibles Reliability Responsiveness Assurance Empathy
Mean
Other Banks
Factors Mean
Tangibles 4.42
Reliability 4.08
Responsiveness 4.63
Assurance 4.02
Empathy 4.86
Aggregate 4.40
The banking sector in India is undergoing major changes due to competition and
the advent of technology. The customer is looking for better quality services
which enhance his/her satisfaction.
From the above analyses, it is evident that SBI has many positive features and
the customers are mostly satisfied with the services offered. In spite of this fact, it
has been observed that many customers are not aware of all sort facilities
provided by SBI.
Banks should continually assess and reassess how customers perceive bank
services so as to know whether the bank meets or exceeds or is below the
expectations of their customers. Such an appraisal, however, is a tedious task
because customer service is complex in nature and dynamic in action. Moreover,
it can vary greatly from one branch to another. Also, what is 'good service' today
may become 'indifferent service' tomorrow and 'bad service' the next day.
Frequent customer surveys, therefore, throw light on ratification and refinement
which will go a long way to improve the service quality in banks.
Income Group
Valid Cumulative
Frequency Percent Percent Percent
Valid <20000 13 26.0 26.0 26.0
20000 – 30000 14 28.0 28.0 54.0
30000 – 40000 11 22.0 22.0 76.0
40000 – 50000 7 14.0 14.0 90.0
Above 50000 5 10.0 10.0 100.0
Total 50 100.0 100.0
Age Group
Valid Cumulative
Frequency Percent Percent Percent
Valid Below 20 0 0 0 0
20 – 30 14 28.0 28.0 28.0
30 – 40 15 30.0 30.0 58.0
40 – 50 18 36.0 36.0 94.0
Above 50 3 6.0 6.0 100.0
Total 50 100.0 100.0
Occupation
Valid Cumulative
Frequency Percent Percent Percent
Valid Govt. 16 32.0 32.0 32.0
Ltd. Co 6 12.0 12.0 44.0
Private 15 30.0 30.0 74.0
Own Business 13 26.0 26.0 100.0
Total
50 100.0 100.0
Loan Sanctioned
Valid Cumulative
Frequency Percent Percent Percent
Valid <10 Lacks 32 64.0 64.0 64.0
10 – 20 Lacks 12 24.0 24.0 88.0
20 – 50 Lacks 6 12.0 12.0 100.0
> 50 Lacks 0 0 0 100.0
Total
50 100.0 100.0
Educational Qualification
Valid Cumulative
Frequency Percent Percent Percent
Valid High School 3 6.0 6.0 6.0
Intermediate 7 14.0 14.0 20.0
Graduation 30 60.0 60.0 80.0
PG & Above 10 20.0 20.0 100.0
Total
50 100.0 100.0
Customer’s Feedback
Table 1
S No. SERVQUAL Dimension Mean
1 Proper lighting, ambience and seating arrangements available 4.6
Proper arrangements for heat, ventilation and air conditioning
2 made 4.6
The bank along with loan provides additional facilities of
3 having a saving account, ATM, credit card facility 4.5
Tangibility (1+2+3) 13.7
Maximum 15
Customer’s Feedback:
The common customer’s feedback was that the ambience and other facilities of
SBI have changed a lot, with the due passage of time. No problem with these
facilities and one have to keep all these update to be in competition too.
Table 2
S No. SERVQUAL Dimension Mean
1 The name of the bank is reliable 4.6
2 The loan is worth to avail 4.4
3 The product (Housing Loan) is tested by users 4.4
The bank is updating the web sites about the housing loan for
4 the knowledge of the customers 3.9
5 Proper ethic advertisements 4
6 Briefed about all the various types of housing loan schemes 4.2
How satisfied are you with how your telephone enquiries were
7 dealt with 4.1
8 The rate of interest which is charged is suitable 3.7
9 How easy was it to find information on the Scheme 3.7
How satisfied are you with the availability of the Complaint
10 Register 3.7
Reliability (1+2+3+4+5+6+7+8+9+10) 40.7
Maximum 45
Customer’s Feedback:
About the reliability quotient almost all the customer’s gave a feedback that as
SBI is a government body, and has been functioning for such a long time there is
no question on its being reliable.
Updating of websites (3.9) many of the customers were not accessing internet for
the procedure of loans and all so many gave a Neutral feedback.
When it is about the interest rate (3.7) no body wishes to pay that interest also
and many were having a problem that when RBI reduces rates there is no
automatic change in their existing interest rates. And when enquired also many
officials were not able to clarify all the doubts.
Finding information on scheme is easy but when some body personally assists
and explains everything it becomes very easy to understand.
About complaint register (3.7) many responses were that it is not visible as it
should be in and around customer area only. Some told that there was an open
feedback box so if one writes any thing bad the officials will tear it and no actions
will be taken.
Table 3
S No. SERVQUAL Dimension Mean
1 The feed back of the customer is taken care of 4.1
2 The bank has taken a proper survey about the product 4.2
3 Followed the policy of “Customer is King” 4.2
4 The time taken for getting the loan is proper 3.8
How satisfied are you with the ease of contacting the person
5 you needed 4.1
How satisfied are you with the time taken to respond to
6 telephone enquiries 4.1
How satisfied are you with the time taken to respond to written
7 /postal enquiries 3.7
Responsiveness (1+2+3+4+5+6+7) 28.2
Maximum 35
Customer’s Feedback:
The responsiveness earned on average same marks. The time taken to avail the
loan (3.8) was an issue the customers gave a response that taking long time is
not an issue but give correct information about the time that has to be taken.
Many employees are giving false information regarding the time.
About postal enquires again many customers had never tried it so awarded it a
neutral mark.
Table 4
S No. SERVQUAL Dimension Mean
1 The financial institutions (Bank) is legal 4.4
2 Proper assistance in filling the form and other formalities 4.6
The marketing executive is properly trained for the purpose to
3 help the customers 4.3
4 Properly welcomed by the employee 4.5
The customer is treated in the same way after getting the loan
5 sanctioned and disbursed 3.6
6 Assistants have proper product knowledge 4.2
7 You will recommend other people about this loan scheme 4.4
8 Proper assistance is provided also after the loan is availed 3.7
How satisfied are you with the clarity of information or advice
9 provided 4
How easy was it to understand and complete the application
10 form 4.4
How satisfied are you with the relevant knowledge of the staff
11 you dealt directly with 3.9
12 How satisfied are you with the way problems were resolved 3.9
How satisfied are you with the speed in which the
13 service/product was delivered 3.9
Assurance (1+2+3+4+5+6+7+8+9+10+11+12+13) 53.8
Maximum 65
Customer’s Feedback:
In this section the major problem is regarding the treatment of the customer after
the loan has been availed (3.6) & (3.7). Most of the customers were complaining
about the unavailability of the loan statement on time for the IT returns
procedure. It is not the fault of RACPC but the branches are very bad in
responding to these queries. This should be strictly taken care of, many
customers suggested to charge some annual fee and to deliver the statement at
home as other private banks are doing.
About the knowledge of the staff a few customers were complaining that the bank
officials on one go are not explaining all the requirements which causes wastage
of time and money.
Table 5
S No. SERVQUAL Dimension Mean
1 You will be a loyal customer of this bank life time 4.5
You feel that you are cheated and would like to shift to other
2 bank 4.5
3 How satisfied are you with the courtesy of the staff 4.3
4 How satisfied are you with the help fullness of the staff 4.2
How satisfied are you that the staff showed interest in you as
5 an individual / treated you as a valued customer 4
6 How satisfied are you with the way problems were resolved 4.2
How satisfied are you with the general behavior of the staff
7 members 4.2
Empathy (1+2+3+4+5+6+7) 29.9
Maximum 35
Customer Feedback:
When it is regarding the loyalty, being a word of mouth, and good traits of personality of
the staff almost all of the customers awarded good marks to the survey of SBI.
Reference
SBI Group, Personal Segment Loan Products 6th Edition (December 2008),
A brief History, available at www.sbi.co.in , www.statebankofindia.com
QUESTIONNAIRE
This questionnaire is designed only for an academic project survey; information being
provided by you will be kept confidential and will be used only for the project purpose.
3. Indicate the level of satisfaction based on your expectations for the housing loan
product
1=Totally Dissatisfied-------3=Neutral-------5=Totally Satisfied 1 2 3 4 5
How satisfied are you with the ease of contacting the person you 1 2 3 4 5
needed
How satisfied are you with the clarity of information or advice 1 2 3 4 5
provided
How satisfied are you with the time taken to respond to 1 2 3 4 5
telephone enquiries
How satisfied are you with how your telephone enquiries were 1 2 3 4 5
dealt with
How satisfied are you with the time taken to respond to written 1 2 3 4 5
/postal enquiries
How easy was it to find information on the Scheme 1 2 3 4 5
How easy was it to understand and complete the application form 1 2 3 4 5
How satisfied are you with the relevant knowledge of the staff 1 2 3 4 5
you dealt directly with
How satisfied are you with the courtesy of the staff 1 2 3 4 5
How satisfied are you with the help fullness of the staff 1 2 3 4 5
How satisfied are you that the staff showed interest in you as an 1 2 3 4 5
individual / treated you as a valued customer
How satisfied are you with the way problems were resolved 1 2 3 4 5
How satisfied are you overall with the service you received 1 2 3 4 5
How satisfied are you with the speed in which the service/product 1 2 3 4 5
was delivered
How satisfied are you with the availability of the Complaint 1 2 3 4 5
Register
How satisfied are you with the general behavior of the staff 1 2 3 4 5
members
4. Do you visited any other bank for housing loan before availing it from the bank
you are availing right now?
Yes No
Personal banking
ATM facility
Credit Card facility
Car Loan
Personal Loan
Education Loan
Housing Loan
Mortgaged Loan
Small Medium Enterprises Credit
Insurance Products