A STUDY

ON
“CUSTOMER SATISFACTION LEVEL OF SBI CREDIT CARD”
AT
SBI BANK (KATARGAM BRANCH)
[From 15Th May, 2008 to 15th March, 2008]

Submitted in partial fulfillment of the requirements

For the awards of the degree of

MASTER OF BUSINESS ADMINISTRATION

TO
VEER NARMAD SOUTH GUJARAT UNIVERSITY, SURAT

Submitted By:

M.B.A (SEM –III)

Under the guidance of

DR.MANISH SIDHPURIA

Submitted To:

JULY 2008
 CERTIFICATE OF THE FACULTY GUIDE

This is to certify that the Project Report entitled “CUSTOMER

SATISFACTION LEVEL OF SBI CREDIT CARD” (Conducted on behalf of
SBI(katargam branch),Surat) submitted in partial fulfillment of the
requirements for the awards of the degree of MASTER OF BUSINESS
ADMINISTRATION to SOUTH GUJARAT UNIVERSITY, SURAT is a record of
bonafide research work carried out by under my supervision and
guidance.

Signature Signature

Dr. manish sidhpuria dr. renuka garg

(Project Guide) Co-ordinator
 DECLARATION

I here by declare that the project report entitled “Customer

Satisfaction Level Of SBI CREDIT CARD” under the guidance of
submitted in partial fulfillment of the requirements for the award of the
degree of Master of Business Administration to South Gujarat
University, Surat is my original work – research study – carried out
during 15th May, 2008 to 15th July, 2008 and not submitted for the
award of any other degree/diploma/fellowship of other similar titles of
prizes to any other institute/organization of university by any other
person.

Signature

Place:
Date: M.B.A. (Sem-III)
JULY 16, 2008.

TO WHOM SO EVER IT MAY CONCERN

This is to certify that, Mr. Of department of business

and industrial management (Veer Narmad south Gujarat
University), Surat, has successfully completed the summer
training namely “customer satisfaction of the state bank of India
credit card” with state bank of India (katargam
th th
I.E) branch, Surat from 15 may, 2008 to 15 July, 2008.

During this period, we find him sincere, hard

working and professional; we earnestly wish him all the success
in all his future endeavors.

FOR STATE BANK OF INDIA

(RAJIV RANJAN)
BRANCH MANAGER
 PREFACE

This project report is written in accordance with the ‘Master of Business

Administration’ (M.B.A) program prescribed
The main objective of the project work is to develop among the
student a feel that about industrial environment & business practice in
order to develop a practical basis in them as a supplement to theoretical
study of the management.
The report is based on my elective subject of “A STUDY ON
CONSUMER SATISFACTION OF SBI CREDIT CARD” As a part of my
project work, I had been departed to “SBI (Katargam branch) Surat.”
I have mentioned all the information which is true and useful in
some time in business.

ACKNOWLEDGEMENT
I would like to start by thanking Veer Narmad south Gujarat university for
providing me with an opportunity to undergo training at this firm. I would
like to thank head of department (Industrial and business management)
in particular for making available all necessary facilities for the fulfillment
of my research work
The success of any task lies in effective input. But this cannot be obtained
without the co-operation of others. I wish to acknowledge all the help of
all those people who have spent their valuable time and given me their
kind co-operation, there by enabling me to complete my survey and study
to satisfactory levels.
I would also like to express my heartfelt gratitude towards Mr.Rajiv ranjan
of SBI (katargam branch) manager for allowing me to work under his
direct supervision.
I am also greatful to Dr. Manish sidhpuria, my academic guide and lecture
for his invaluable inputs and continuous guidance at every stage of my
project. It is only due to his encouragement and practical suggestions that
I could achieve my target.
Finally I wish to thank all my friends staff members at SBI, who directly
or indirectly aided me in my project.

JETHVA KETAN J.

EXECUTIVE SUMMERY
 The basic need for student to undergo their program is to learn
and know the practical application of the theory learned in their study
course. This will help them to know the dispersion between what is
thought and its application.
The topic that I have undergone in my training project is
‘consumer satisfaction level of SBI credit card in surat.’
I have selected the above topic because “consumer satisfaction’
according to me is very important for any business.
Today the entire market scenario has changed buyer i.e.
Consumer is a sole king. In this keen competition each and every
business reorganization has realized the importance of satisfying
customer with their products. If the customer is satisfied with the
products. It will definitely enhance the organization profit and reputation.
Thus I feel that satisfying customers with quality product has
become basic necessity for only business organization. As a result, I have
undertaken the above topic to know the satisfaction level of the SBI credit
cardholder.
The most important aspect of a training report is research
methodology and data collection technique i have used questionnaire as a
research total in order to collect primary data. The questionnaire that i
have prepared is close ended type. According to my research as it helped
me covering a larger the sample size I have taken is 200. I have used
random sample method.
Sr. Chapter Pages
No
1 Introduction 1-12
1.1 About state bank of India(SBI)
1.2 About katargam branch

2. Customer Satisfaction 13-15

2.1 Brief view on Topic
2.2 Method of Tracking and measuring customer
satisfaction

3. Problem Definition 14-17

3.1 Problem identification
3.2 Objective of study
3.3 Limitation of study
3.4 Significance of study
4. Research Methodology 18-24
4.1 General introduction
4.2 Sampling
4.3 Sampling Design
4.4 Research Tools
4.5 Primary Data
4.6 Secondary Data
5. Data Analysis 25-40
5.1 Table
5.2 Graph
6. Hypothesis Testing 41
7. Findings 42
8. Suggestions 43
9. Bibliography 44
CHAPTER 1
 (A) INTRODUCTION OF STATE BANK OF INDIA

I) HISTORY
II) MISSION
III) VISION
IV) VALUES
V) PRODUCT DISCRIPTION

I) HISTORY

BOARD OF DIRECTORS

Central Board Of State Bank Of India (As on 1st April 2008)

Sec. of SBI Act,

Sl.No. Name of Director
1955
Shri O.P. Bhatt
1. 19(a)
Chairman
Shri S.K. Bhattacharyya
2. 19(b)
MD & CC&RO
3. Shri Suman Kumar Bery 19(c)
4. Dr. Ashok Jhunjhunwala 19(c)
 5. Dr. Deva Nand Balodhi 19(d)
Prof. Mohd. Salahuddin
6. 19(d)
Ansari
Dr.(Mrs.) Vasantha
7. 19(d)
Bharucha
8. Shri Arun Ramanathan 19(e)
Smt. Shyamala
9. 19(f)
Gopinath

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 modernise 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.

Bank of Bengal H.O.

Business

The business of the banks was initially confined to discounting of bills of

exchange or other negotiable private securities, keeping cash accounts
and receiving deposits and issuing and circulating cash notes. Loans were
restricted to Rs.one lakh and the period of accommodation confined to
three months only. The security for such loans was public securities,
commonly called Company's Paper, bullion, treasure, plate, jewels, or
goods 'not of a perishable nature' and no interest could be charged
beyond a rate of twelve per cent. Loans against goods like 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 and jute, which began to be financed later, were
either pledged or hypothecated to the bank. Demand promissory notes
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

A major change in the conditions of operation of the 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 presidency banks
was abolished and the Government of India assumed from 1 March 1862
the sole power of issuing paper currency within British India. The task of
management and circulation of the new currency notes was conferred on
the presidency banks and the Government undertook to transfer the
Treasury balances to the banks at places where the banks would open
branches. None of the three banks had till then any branches (except
the sole attempt and that too a short-lived one by the Bank of Bengal at
Mirzapore in 1839) although the charters had given them such authority.
But as soon as the three presidency bands were assured of the free use
of government Treasury balances at places where they would open
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

The presidency Banks Act, which came into operation on 1 May 1876,
brought the three 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
Foreign Branches

SBI has branches in these countries:

The Israeli branch

• Australia
• Bahrain
• Bangladesh
• Belgium
• Canada
• France
• Germany
• Hong Kong
• Israel
• Japan
• People's Republic of China
• Republic of Maldives
• Singapore
• South Africa
• Sri Lanka
• Sultanate of Oman
• The Bahamas
• United Arab Emirates
• U.K.
• U.S.A

Growth

Mumbai, India location.

State Bank of India has often acted as guarantor to the Indian

II) MISSION:
To retain the bank’s position as the premier indian financial
services group, with world class standards and significant global
business commited to excellent in customer, shareholder and employee
satisfaction and to play a leading role in the expanding and diversifying
financial services sector while continuing emphasis on its development
banking role.

III) VISION:
1. premier indian financial services group wiyh global perpective,
world class standards of efficiency and professionalism and core
institutional values.
2. retain its position in the country as a pioneer in development
banking.
3. maximisation shareholder value thriugh high sustaining earning
per share.
4. as institution with a culture of mutual care and commitment, a
satisfying and existing work environment and continuous
learning opputunities.

IV) VALUES:
1. excellence in customer services.
2. profit orientation.
3. belonging and commitment to the bank.
4. fairness in all dealings and relation.
5. risk taking and innovation.
6. team playing.
7. lerning and renewal.
8. integrity.
9. transparency and discipline in policies and systems.
 V) PRODUCT DESCRIPTION:

1. BUSINESS CURRENT ACCOUNTS

Powerful Business Current Accounts to suit Powerful SME Business

Accounts Quarterly Average

Balance
Sahaj Rs. 1,000
Standard Rs. 10,000 *
Power Gain Rs. 1,00,000
Power Pack Rs. 5,00,000
* daily minimum balance

 SME Sahaj Current Accounts

A business current account to provide basic banking facility

 TM cum Debit Card facility – Limit Rs. 15000
A
Transfer of funds through internet banking facility – free upto Rs.
20,000
No cheque book facility
Collection of outstation cheques
Handling of bills

Standard Current Accounts

Inter-core transaction facility (across over 4500 branches)

Internet Banking facility
Remittance through DD/TT/electronic transfer
Unlimited cash deposits (cash handling charges applicable)
Collection of outstation cheques
Handling of bills

 SME Power Gain Current Accounts

Unlimited free cash deposit

Free domestic ATM cum Debit Card
FreeInternet Banking facility
Cheque Return Protection facility – upto Rs.25,000
Multicity cheque facility at nominal rates
Inter-core transaction facility (roaming account across over 4500
branches)
Remittance through drafts/TTs/Electrnoic transfer -at nominal charges
FreeBankers Cheques
Free local cheque books
Free duplicate statement of accounts
Pre-approved car loans
Part waiver of processing charges for loans.

 SME Power Pack Current Accounts

Unlimited free cash deposit

Free International ATM cum Debit Card
FreeInternet Banking facility
Cheque Return Protection facility – upto Rs.1,00,000
Free Multicity cheque facility
Free Inter-core transaction facility (roaming account across over 4500
branches)
Free Remittance through drafts/TTs/Electrnoic transfer
FreeBankers Cheques
Free cheque books
Free duplicate statement of accounts
Pre-approved car loans
Part waiver of processing charges for loans.
2. TERM LOAN

The types of term assistance extended by the Bank can be broadly

classified into
(i) Term Loans (including foreign currency loans),
(ii) Deferred Payment Guarantees (DPGs),
(iii) Underwriting of Shares/ Debentures.

The salient features of term loans are given below:

(a) A term loan is an advance, usually against security of the borrowers’

fixed assets, for a fixed period to a business or an industrial undertaking
whether a firm, company or co-operative society and may be drawn by
the borrower either in a lump sum or in installments. A term loan may be
granted for any period in excess of three years but normally not
exceeding seven years for the purpose of acquisition of fixed assets, viz.,
land, buildings and plant and machinery for setting up new industrial
units or expansion or modernization of existing undertakings.

(b) While loans with deferred payment period up to three years will be
termed as short-term loans (STLs), loans with maturity exceeding three
years but up to seven years will be termed as medium term loans (MTLs)
and those with longer maturity will be known as long term loans or simply
term loans (TLs).
3. CASH CREDIT

Cash credit may be given against

(a) Pledge of goods or produce or documents of title thereto,

(b) Pledge of goods or produce or documents of title thereto, with the

additional security of demand promissory notes bearing two or more
names,

(c) Demand promissory notes bearing two or more names,

(d) Demand promissory notes bearing two or more names, collaterally

secured by:

Hypothecation of stocks of goods or produce (sometimes supported by

hypothecation of other assets), debentures or fully paid shares of
limited liability companies, or immovable property or documents of
title thereto;

(e) Hypothecation of book debts and other assets.

A cash credit account is a drawing account against credit granted

by the Bank and is operated in exactly the same manner as a current
account on which an overdraft has been sanctioned. The distinction
between an overdraft and a cash credit advance is that the nature of the
security against which the latter is granted necessitates certain
documents being taken in evidence of an agreement between the
borrowers (and guarantors, if any) and the Bank.

When the advance is secured by the pledge or hypothecation of

goods or produce, the security may change from time to time according
to the borrower’s business requirements. However, branches should
ensure that the balance outstanding in the account is always fully
covered by the value of security, with the stipulated margin.
 Where loans are given for seasonal operations, those must be
repaid on completion of the purpose for which they were given;
borrowings on cash credit accounts must ordinarily be cleared at the end
of the season for which they were allowed and the accounts should not
be overdrawn again until the next season begins. Branches must take
the utmost care that cash credit accounts do not run block, i.e., remain
permanently overdrawn to their limit regardless of the season and
current market conditions.
4. COMMODITY BACKED WAREHOUSE RECEIPT FINANCING

Purpose:
To finance traders/owners of goods against warehouse receipts of
warehouses managed by Central Warehousing Corporations/ State
Warehousing Corporation and warehouse accredited by MCX by way of
Demand Loan/Cash Credit
Eligibility:
Any trader dealing in commodities
Eligible Amount of Finance:

Demand Loan: 75 % of the value of the warehouse receipt, valued at the

market value OR

80% of the minimum support price declared by State/Central Government

Whichever is lower.
Cash Credit: 70 % of the value of the warehouse receipt, valued at the
market value OR 75% of the minimum support price declared by
State/Central Government, whichever islower

Processingcharges:
CashCredit:

Rs.300/-per lac for the facility sanctioned

Demand Loan: Nil where loan is sanctioned and disbursed Rs. 300 per
lac in case the loan is sanctioned but the borrower does not avail.

Margin:
Demand Loan: 25% (minimum) of the value of the warehouse receipt,
valued at the market value
OR
20% (minimum) of the minimum support price declared by State/Central
Government, whichever is higher
5. SME FUNDING

State Bank of India provides several financing options for SSIs.

GENERAL PURPOSE TERM LOANS

State Bank of India grants term loans to small scale industries for
meeting general commercial purposes like substitution of high cost
debt,research and development, shoring up net worth and funding
business expansion.

The tenor of the loan is normally is 3 years, and the pricing is fine-
tuned to suit the risk profile of the borrower. The repayment is
structured in monthly or quarterly installments, according to the cash
generation cycle.

What are the eligibility criteria for these term loans?

The SSI unit that takes the loan should not have any history of defaults in
payment of interest or installments of the principal. The unit should have
a strong performance record and a respectable credit rating as per the
bank’s own credit assessment scales ( In case of loan above Rs. 25
lakhs ) .

What is the type of security/guarantee required for the loan?

Extension of hypothecation charge over the current assets and fixed
assets is required as primary security. Further, the borrower whose
aggregate loans with the Bank exceed Rs 5 lakh may explore the
possibility of collateralizing tangible security such as immovable property
and third party guarantee. In all cases, personal guarantees of
proprietors/partners/promoters have to be furnished.

What are the margins applicable?

A minimum margin of 25 per cent is applicable for acquisition of land and
building, building construction, renovation of offices, showrooms,
godowns, purchase of equipment, vehicles etc. In other words, the
quantum of the loan will be restricted to 75 per cent of the total
expenditure.
6. OPEN TERM LOAN

SBI OPEN TERM LOAN - the easy and hassle-free way to get finance

• Hassle free pre-approved line of credit

• Max Loan Amount: Rs. 250 lacs (for Manufacturing), Rs.100 lacs (for
Trade and Services)
• Validity of sanction - 12 months

• Freedom to avail the facility at your own convenience, within the

validity of sanction.
• Multiple disbursements allowed.
• No penalty on the unutilized amount (even if completely unutilized)

The loan can be utilized for any genuine commercial purposes in

line with the regular business activity of the customer. These
would include term loans for:

a. Expansion and modernization.

b. Substitution of high cost debts / high cost term debts of other

banks/FIs.

c. Design and introduction of new layouts in the factory to enhance

productivity.

d. Up gradation of technology& energy conservation schemes/

machinery.

e. Acquisition of software, hardware, consumable tools, jigs, fixtures

etc.

f. Acquisitions of ISO & other similar certifications.

7. RETAIL TRADE

Business activities that can be started with relatively lower investment

and with no special skills on the part of the entrepreneurs.

In this category, the SBI extends loans to retail traders who act as a vital
link between the manufacturers of goods or commodities and the
consumer.

The bank offers working capital products as well as loans for purchase,
renovation and repairing of equipment.

Retail trade finance is normally capped at Rs 5 lakh. Any individual or a

firm (partnership or proprietorship) engaged primarily in buying and
selling mercantile goods is eligible for this mode of finance.

For requirements up to Rs 25,000, no margins are involved. For needs

ranging from Rs 25,000 to Rs 50,000, the margin is set at 20 per cent. In
other words, the quantum of the loan will be restricted to 80 per cent of
the unit's expenditure. For fund needs above Rs 50,000, a 25 per cent
margin may be applied.

Security

Primary Collateral
Loan upto Charge over the assets Nil
Rs.25000/- purchased out of Banks
finance.
Above Charge over Charge Over the
Rs.25,000/- the assets purchased out immovable/movable
of Banks finance. assets/third party
guarantee as per RBI
guidelines.
8. DOCTOR PLUS

Purpose

To finance qualified medical practitioners of any discipline

• For buying medical equipments (For dentists, the loan also covers
dental implants besides equipments; for orthopaedists, the loan also
covers various replacements/ implants for hip/knee/shoulder/spine
etc)
• Setting up clinic, X-ray lab, nursing home, pathological lab, drug
stores etc
• For purchase of vehicles, ambulance, computers, etc
• Expansion/renovation/modernisation of existing premises
• For marketing exercises, business trips
• Any other activities related to medical profession

Eligibility

• Individuals/ partnerships / Corporate /Trusts (with powers to

borrow)
• Promoters should be registered practitioners and possess minimum
qualification such as MBBS / BAMS / GAMS / BDS / BHMS
• Key promoters should be qualified doctors.

Loan Amount

Maximum of Rs 5 crores of which a sub ceiling for Working Capital limits

at
10% of total loan amount for up to Rs 1 crore
5% of total loan amount for above Rs 1 crore

Repayment

Maximum period up to 7 years

Maximum moratorium 12 months, except for construction purpose, for
which moratorium can be upto 24 months
Primary Security
Hypothecation of Assets financed by the Bank

Collateral Security

No need for tangible collateral security for loan amounts up to Rs 15 lacs

for Allopathic professionals and up to Rs 10 lacs for other professionals
(Homeopathic, Ayurvedic, Unani etc)

Above Rs 10/15 lacs: Tangible collateral security of at least 25% and

Personal guarantee of promoters

*There is provision for concession on collateral security

Margin

Upto Rs 5 lacs: 10%

Above Rs 5 lacs: 15%

* There is provision for concession on margin

Interest rates

Based on score obtained on simplified credit scoring model

*There is provision for concession on interest rates

9. SME CREDIT PLUS

Eligibility

The unit should be enjoying a good track record (standard assets for at
least two years)
Units with CRA rating of SB4 and above

Purpose

For meeting bulk orders

Repairs to machinery
Tax payments
Any other contingency

The idea behind the product designed is to meet the unforeseen and
sudden expenditure of SMEs.

Nature of facility

Clean Cash credit

Margin
NIL

Tenure of Loan

Each amount with drawn should be repaid within 2 months

There should be a gap of 15 days between the last date of repayment of
outstanding and for the next withdrawal

Primary security
NIL

Collateral security

Existing collateral to be extended to cover this limit and additional

collateral to be obtained only if considered necessary by the sanctioning
authority
10. SMALL BUSINESS CREDIT CARD

A hassle free, convenient and novel Small Business Credit Card Scheme
launched for easy credit delivery to SSI and SBF segments.

Eligibility

SSI
Units with satisfactory track record of 2 years.
New units with excellent credentials.

SBF
Retail Trade
Professional and Self-Employed
Small Business Enterprises.

Quantum

Up to Rs.5 lacs.

Assessment

SSI - Limit @ 20% of projected annual turnover (Nayak Committee)

Small Business Enterprises (Retail Traders) - Credit limit @ 20% of annual

turnover declared for tax purpose or @ 20% of last 12 months turnover in
the operation account, whichever is higher.

Professional and Self Employed persons - Limit based on 50% of their

gross annual income as per IT Return.

Interest

As applicable [For details Contact your nearest Branch].

Validity

3 years subject to satisfactory conduct of the account. Annual review

based on conduct / operation of the account.

Margin
Upto Rs.25,000- NIL
Rs.25,000/- to Rs.5 lacs

Collateral Security

SSI
No Collateral Security

SBF
Charge over movable / immovable property / third party guarantee, if
limit is over Rs.25, 000/-.

Attractive Features

• Less paper work.

• Stock Statement waived.
• Submission of audited Balance-Sheet waived.
• Borrower to be issued a small plastic card.
• Half-yearly inspection.
• Simplified application.
• Simplified scoring model for appraisal.
• Annual review based on the conduct of the account.
• Repayment of term loan component upto 5 years.
11. LETTER OF CREDIT
A country rarely, if ever, produces everything it needs. This means that
countries are dependent upon one another for those products that they
need but which they themselves do not produce. The various steps
covering the movement of goods between countries the payment for such
goods and the relationship between the parties involved form the basis of
international trade.

Following are the recognized methods of effecting payments under

international trade.

Advance Payment

 When the buyer’s credit is doubtful or the political or economic

environment in the buyer’s country is unstable seller may demand
advance payment, which will be to his advantage.

 Without any assurance for supply of goods, blocking his capital prior
to receipt of goods or services the buyer will be at a disadvantageous
position.

Open Account

 By an arrangement between the buyer and the seller manufactured

goods will be delivered to the buyer directly or to his order and the
buyer will pay at the end of the agreed period.

 This type of trading requires a high degree of trust between buyer

and seller and it will be more advantageous to the buyer.

Bills On Collection Basis

 It is an arrangement by which the seller after shipping the goods

submits the documents to his bank as agent for collection.

 Documents are presented to the buyer through the correspondent

bank of the seller’s bank, which will be released upon buyer’s
payment of the amount specified.

Documentary Credits (Letters Of Credit)

 It is one of the most convenient methods of settling payments in

international trade.
  It provides complete financial security to the seller of goods.

 The seller may not know the credit worthiness of the buyer and the
prevailing regulations in the country of the buyer.

 But once a Letter of Credit is established by the buyer’s bank on

behalf of the buyer in favour of the seller and the seller submits the
set of required documents to the opening bank or the nominated
bank, seller is assured of payment.

 Buyer also gets the advantage of his banker’s assistance in closely

scrutinizing the documents and only after receiving the relevant
documentary evidence from the seller by the banker nominated in
the credit the nominated banker releases payment.

Operation Of Letter Of Credit

 Based on the agreement entered into between buyer and seller,

buyer approaches his bank to open a letter of credit in favor of the
seller of the goods in the other country.

 As per the terms of the contract and the application given by the
applicant to the opening bank establishes the Letter of Credit and
forwards the same to its correspondent in the seller’s country which
advises the Letter if Credit to the beneficiary.

 At times at the insistence of the seller the buyer requests his bank to
make available the confirmation of a bank in the seller’s country.

 In such a case, the bank, which adds its confirmation, becomes a

confirming bank.

 The bills received under the Letter of Credit will be negotiated by this
bank which will claim reimbursement from the bank mentioned in the
Letter of Credit for this purpose.

 The documents will then be sent to the opening bank which will hank
over the documents to the opener after recovering the value from
him.
TYPES OF LETTER OF CREDIT

Revocable – Irrevocable Credit

 A letter of credit may be revocable or irrevocable. If there is no

indication of this reference the credit will be deemed as irrevocable.

 A Revocable Credit may be amended or cancelled at any moment

without prior notice to the beneficiary. However, the issuing bank is
bound to reimburse the negotiating bank for the negotiations made
prior to receipt of such notice.

 The Irrevocable Credit is a definite undertaking of the issuing bank

an dcannot be amended or cancelled without the agreement of the
issuing bank, the confirming bank and the beneficiary.

Confirmed Credit

 When another bank adds its confirmation on the irrevocable letter of

credit at the specific request of the issuing bank, it becomes a
confirmed credit and it constitutes a definite undertaking of the
confirming bank in addition to the issuing bank.

 All credits need not be confirmed credits.

Transferable Credit

 A letter of credit is transferable only if the issuing bank expressly

designates it.

 The beneficiary in such credit has the right to request the nominated
bank to transfer the credit in full or parts in favor of one or more
second beneficiaries into another party or more than one party if
partial shipment is permitted.

 The transferable credit can be transferred once unless otherwise

stated.
Red Clause Credit

 This credit bears a clause in red color authorizing the nominated

bank to allow advance to the beneficiary/seller prior to shipment to
meet his pre-shipment credit requirements.

 GREEN clause credits in addition to permitting pre-shipment advance

also provides expenses relating to storage charges before shipment.

Back To Back Credit

 In case it the exporter is not the actual manufacture and he gets his
work done by the sub-suppliers and if the sub-suppliers demand
letter of credits in their favour, the exporter who has received a
letter of credit for export, approaches his banker to establish second
set of letters of credit on the basis of the export letter of credit
received by him.

 The second set of credit opened by a bank at the request of the

exporter is known as back to back credit.

 The beneficiary of the original letter of credit will become the

applicant for the second set of credit.

Revolving Credit

 In a revolving credit the amount of drawing is re-instated and made

available to the beneficiary again up to the agreed period of time on
notification of payment by the applicant or merely on submission of
documents.

 The maximum value and period up to which the credit can be

revolved will be specified in the revolving credit.

 The re-instatement clause and the maximum amount of drawings

under the credit should always be incorporated in revolving credit.

Deferred Payment Credits And Acceptance Credits

 Under deferred payment credit the amount is payable in installments

for a stipulated longer period.
  Usually a part is paid in advance and the balance is payable in
agreed installments in terms of conditions of the letter of credit

FINANCING EXPORTS
Commercial banks, the major source of export finance in India, provide
finance before shipment of goods as well as after shipment of goods.

Pre-Shipment Finance

 The pre-shipment finance typically is in the form of packing credit

facility.

 Packing credit is bank advance provided to an exporter for the

purpose of buying/manufacturing/packing/shipping goods to foreign
buyers.

 Packing credit, a short-term credit, is normally required to be

liquidated within 180 days by negotiation of export bills or receipt of
proceeds for exports.

There are three broad types of packing credit

Clean Packing Credit

 This represents an advance made to the exporter on the basis of a

firm export order or a letter of credit, without any control over raw
materials or goods.

 Each proposal is decided on the basis of particular requirement of the

trade and the creditworthiness of the exporter.

Packing Credit Against Hypothecation Of Goods

 Under this arrangement, the goods meant for export are

hypothecated to the bank as security.

 When the bank advance is to be utilized, the exporter is required to

furnish stock statements and continue to do so whenever there is
stock movement.
Packing Credit Against Pledge Of Goods

 Under this arrangement, the goods meant for export are pledged to
the bank with an approved clearing agent who ships the same on the
advice of the exporter.

Post-Shipment Finance

The finance provided after the shipment may be in the following forms

Purchase/Discounting Of Documentary Export Bills

 A commercial bank may purchase export bills drawn payable at sight

or discount usance export bills covering confirmed sales and
supported by relevant documents like the bill of lading, post parcel
receipts etc.

Advance Against Export Bills Sent For Collection

 A commercial bank may provide finance by way of advance against

export bills forwarded through it for collection after taking into
account appropriate margin.

Advance Against Duty Drawbacks, Cash Subsidy, Etc.

 To help exporter banks advance against duty drawbacks, cash

subsidy, etc., receivable by them against their exports.

EXIM BANK FINANCE

 The export import bank of India (EXIM bank) was set up in 1982 to
provide export and import finance, to coordinate with others
providing such finance, and to promote the country’s foreign trade.

 The authorized capital of the EXIM bank is Rs 200 crores and the
paid-up capital is Rs 76 crores.

 The EXIM bank has some borrowings from the central government at
a concessional rate of interest.

 To augment its resources, it may also issue bonds and debentures

 (B) ABOUT KATARGAM BRANCH

I) HISTORY
II) CURRENT SCENARIO
III) PERFORMANCE
IV) MARKET SHARE
HISTORY

The SBI bank katargam was established in the year 19XX. At that time
this branch was developed as a rural branch. So the branch started
working in rural area of katargam and at that time the population was
also not that much. At that time branch was at sumul dairy road inside.
it was really a good place for such type of bank for development in rural
area. After few years the branch is shifted to business area GIDC
katargam. So to provide service to businessmen and also employee.
Because of good location of bank and also good services of bank provide
good reputation in katargam area as nationalized government bank.
Currently the branch manager of SBI KATARGAM BRANCH is Mr. Rajiv
ranajan and because of his good effort the bank has good business in
this area.

CURRENT SCENARIO

Strategies of katargam bank are to generate income from this main from
low cost deposit and non fund base working.
For the advertisement in katargam area the branch believes in providing
good services to customer because according to them the customer
always do advertisement if they are happy with services of the bank.
The branch also many times uses hoarding for advertisement.
Advances port folio of this branch is the industrial finance, because
currently area has good develop industries like textile, diamond and
other. And also the more loyal customer of katargam branch is the
businessman only.
 SERVICES BY SBI KATARGAM BRANCH ARE

* All products of bank

* ATM facility
* Locker

Approximate no. of account and amounts with branch are:

Saving bank a/c more than 17000

Current a/c more than 15000

Loan more than 250(in lacks)
Term deposit more than 4000(in lacks)

The performance of bank in last two years is as shown below:

31/3/2007 31/3/2008
Deposit 501759 cr. 522375 cr.
advances 50909 cr. 82374 cr.
Net profit 7635000 13357000
Net NPA 172 172
 CHAPTER 2

THEORETICAL BACKGROUND

2.1 CUSTOMER SATISFACTION THEORY

2.1 CUSTOMER SATISFACTION THEORY :
Whether the buyer is satisfied after purchase depends on the offer’s
performance in relation to the buyer’s expectations.

Satisfaction is a person’s fallings of pleasure or disappointment

resulting from comparing a product’s perceived performance (outcome) in
relation to his or her expectations.

As this definition makes clear, satisfaction is a function of perceived

performance and expectation. If the performance falls short of
expectations, the customers, the customer is dissatisfied. If the
performance matches the expectations, the customers are satisfied. If the
performance exceeds expectations, the customers are highly satisfied or
delighted.

Many companies are aiming for high satisfaction because customers

who are just satisfied still find it easy to switch when a better comes
along. Those who are highly satisfied are much less ready to switch. High
satisfaction or delight creates an emotional bond with the brand, not just
a rational performance. The result is high customer loyalty. Xerox’s senior
management believes that a very satisfied or delighted customer is worth
10 times as much to the company as a satisfied customer. A very
customer is likely to stay with Xerox many more years and buy more than
a satisfied customer will.
 There are five major factors, which affected satisfaction of the card
namely: -
1. Problems Experienced:
Contributing to 35% of the CSI score, this factor measures the
quality of the card in terms of the number of problems that cropped up
and how often it was returned for re-service.

2. Service Advisor:
This related to ability of the services advisor to ability of the service
advisor to understand the problem and his promptness in attending to
the customer, contributing to 28% of the CSI Score.

3. Service Performance:
Measures the quality of the service performed as well as the ability
to fix a problem on the first visit. It has a weightage of 26% in the CSI
score and also considers how easily services are available when
required.

4. Service Timing:
Affecting the score by just 6%, this time taken for a service job was
responsible and if the card was ready at the time promised.

5. Facility Appearance: -
Deals with the appearance of the customer lounge and the look
cleanliness of the service area. This factors has the least impact CSI
score at Just 5%
 CHAPTER 3

INTRODUCTION OF THE PROBLEM

3.1 PROBLEM INDENTIFICATION

3.2 OBJECTIVE OF THE STUDY
3.3 SCOPE OF THE STUDY
3.4 LIMITATION OF THE STUDY
3.1 PROBLEM IDENTIFICATION.
I have conducted the research study at SBI( Katargam branch).
Now, State bank of India wants to know the customer satisfaction
level of credit cardholder with respect of the customer performance and
expectation and to know the improvement under taken by close
competition.

PROBLEM DEFINATION
To measure the satisfaction level of credit cardholder of SBI after
sales, service provided by SBI with special concentration in Surat city
within two-month special research study.

3.2 OBJECTIVE OF THE STUDY :

 To find out customer performance and expectation.
 To know customer bahavior, habit.attiudes

 To understand the position of the competitors

 To determine customer satisfaction level
 To know the purchasing criteria of customers

3.3 SCOPE OF THE STUDY.:

In today, we have to make each and every step with full care
because competition hit the market at anytime.
So for future growth and surviving in competition. this study is useful
to know satisfaction level..
 Customer satisfaction level can be known from this study
and find out barriers.
 Market potentiality can also be judge from this study
 Company can improve the market share through
satisfaction of customer.
3.4 LIMITATION OF THE STUDY.:
A good report describes and explains the results derived at through the
study. As a result, whatever limitation occurs in the study, also creep into
the report and become the limitations of the report. In Short, it can be
said that a study is as accurate as the limitations of its study. Every
project has its own limitations and so did mine. I have listed a few of the
limitation of my studies below:

1. The survey was limited only to the physical boundaries of the city of
Surat and there by limited in the population studied.
2. The time period of the survey being only two months, it was not
possible to conduct a highly in-depth and detailed study, which in
turn might affect the findings.
3. Different people have different thought process and different
attitudes. As a result, their manner of answering the questions of the
study differs. Therefore, the answers received were sometimes good
while sometimes they were negative.
4. Due to unavoidable circumstances, the study had to be stopped mid-
way for some time.
 CHAPTER 4

RESEARCH METHODOLOGY

4.1 THEORY OF RESEARCH METHODOLOGY

4.2 RESEARCH DESIGN
4.3 METHOD OF DATA COLLECTION
4.4 SAMPLING PLAN
4.1 THEORY OF RESEARCH METHODOLOGY:
This is chapter explain various methods & techniques used in this
research study with their suitability. This part of the research report is
very much important because it explain the methods; concept procedures
followed by the researcher study the problem. It is helping to the reader
to understand whole the easily.
As marketing research does not address itself to basic or
fundamental question. It does not quality as basic research on the
country, It tackles problem, which seem to have immediate commercial
potential. In view of this major consideration. Marketing research should
be regarded as applied research. We may also say that marketing
research is of both types-problem solving and problem oriented.
Marketing research is a systematic and objective study of problem
pertaining to the marketing of goods and service.It may be emphasized
that is it not restricted to any particular area of marketing but is
applicable to all its phases and aspects
The American Marketing Association (AMA) has defined Marketing
research follows Marketing research is the function which the consumer,
Identify and define marketing opportunities &problems; generate, refine
and Evaluate marketing actions; monitor marketing performance; and
improve Understanding of a market as a process.
Marketing Research specified the information required to Address
these issues; designs the method for collecting information. Managers and
Implements the data collection process; analyses the results; the
Communications the findings and their implications.
4.2 RESEARCH DESIGN:
“A research design in the specification of methods and procedures
for acquiring the needed information it is the over all operational pattern
of frame work of the project that stipulates what information is to be
collected from which sources by what procedures”
To achieve objectives of my project study I have selected the
exploratory research & also the causal research.

4.3 METHOD Of DATA COLLECTION :

There are two types of data
 Primary data: -
“Primary data is the data which is collected by the research at first hand.”

Sources
To collect primary data the questionnaire system is uses through
market survey.Structured non disgusisd questionnaire is applied in which
question question are listing in prearranged on paper and where the
object of inquiry is revealed to the respondent I have contected the
customer and interviwed them by personally & by telephones.The analysis
of the collected data through questionnaire is given in the later part of the
project.
 Secondary data
“Secondary data whether internal or external is the data already
collected by others for propose other then solution of the problem at
hand”
Secondary sources are
  Internal sources:
Internal guide
(Dr. Manish sidhpuria)
Prof. of DBIM.
 External sources
Various marketing books
www.Statebankofindia.com
 PRE-TESTING
A pre- testing is small-scale replica of the main study. It dresses a
rehearsal and provides guidance on the following matter.
1. The adequacy of the sampling frame to be followed for the survey.
2. It helps the researcher in selecting the data collection method.
3. It gives prior knowledge about the population to be sampled.
4. The pre0testing helps the researcher in checking the validity of the
questionnaire and in redesigning of the same.
5. It also provides training to the researcher for interviewing.

4.4 SAMPLING PLAN:

A number of decision & task are include in sampling and it is the
procedure required right from defining a population selection of sample
element.
Define the population: -
The population id defined in terms of Element, Sampling units, Extent
,Time
• Element: - accountholder
• Sampling unit: -credit cardholder
• Extent: -Surat city
• Time: -15th MAY to 15th JULY,2008
  Sampling Frame
I have taken whole Surat city as sample frame for conducting
research.
Sampling Method
I have used proportionate random sampling to select the respondent
from the entire population
I have conducted a pilot survey by interviewing 20 respondents.
Select randomly, it is helpful in finalization of the questionnaire and
also in knowing standard error or core element. How this survey has
became useful to me in deciding the sample size
Sample size decision
As the study is related to satisfaction level with reference to surat city.I
have taken the formula as follow:
Where:
p=probability of success
q= probability of failure
z= confidence level
e=Tolerable error

To decide the value of above-mentioned variable. I have analysis the pilot

survey and result emerged is as
No of
Result Percentage
respondent
Satisfy 20 80%
Dissatisfy 5 20%
Total 25 100%
100% confidence level is not possible because of large size of population.
So I have taken 95% confidence to overcome this limit maintain accuracy.
I have decided to accept 5% error in my sample from the true population
mean, as it is also tolerable by the company. I get the following sample
size through the equation

Sample Size = Z2 × (p) × (1-p) / C2

Where: Z= Z Value (e.g. 1.96 for 95 % confidence level)
p= Percentage picking a choice, expressed as decimal
(.5 used for sample size needed)
C= Confidence interval, expressed as decimal
(e.g. 04= ±4)
= (1.96)2 × (0.5) × (1-0.5)/ (0.8)2
= 150.0625
= 150
 CHAPTER 5

DATA ANALYSIS & INTERPRETATION

5.1 Gender wise analysis

5.2 Age wise analysis
5.3 Occupation wise analysis
5.4 Income wise analysis
5.5 Type of credit card
5.6 Monthly billing
5.7 Purpose for use
5.8 Monthly frequency
5.9 Easy in obtaining the card
5.10 Payment criteria
5.11 Cash withdrawal criteria
5.12 Acceptable at most of the petrol pump
5.13 Easy to obtain loan
5.14 Cost effective
5.15 Interest rate for outstanding balance
5.16 Mode of repayment
5.17 About promotional scheme
5.18 Recommended to other
5.19 Services in case of card lost
5.20 suggestions
[5.1] GENDER WISE ANALYSIS

Gender Respondent %
Male 105 70.00%
Female 45 30.00%
Total 150 100%

80

60
PERCENTAGE
40

20

Inference:
From the above graph, we say that there is more male customer of the
credit card compare to female.
[5.2] AGE WISE ANALYSIS

Age Respondent %
Below 18 0 0
18-25 17 11.33
26-35 24 16.00
36-45 38 25.33
46-55 45 30.00
above 56 26 17.33
TOTAL 150 100

30

25

20

15
PERCNTAGE
10

0
below 18-25 26-35 36-45 46-55 above
18 55

Inference:
Above graph shows that there is large no. of cardholder is in the range of
age 46-55, then next age group is 36-45, in third position above55.

[5.3] OCCUPATION WISE ANALYSIS

 Occupation Respondent %
Student 06 4.00
House wife 22 14.67
Professional 24 16
Employee 43 28.67
Businessman 55 36.67
TOTAL 150 100

40

35

30

25

20 PERCENTAGE
15

10

0
T

AL
E

EN
E
EN

IF

YE
N

SM
W

O
D

O
SE

SI
U

PL

ES
ST

S
U

EM

N
FE
O

SI
H

BU
PR

Inference:
The graph indicates that businessmen, employee and professionals are
the respectively the large numbers of credit cardholder.

[5.4] INCOME WISE ANALYSIS

Income Respondent %
Up to 10000 3 2.00
10001-15000 7 4.67
 15001-20000 18 12.00
20001-30000 22 14.67
30001-40000 43 28.67
ABOVE 40000 57 38.00
TOTAL 150 100

UPTO 10000
10001-15000
15001-20000
20001-30000
30001-40000
ABOVE 40000

Inference:
Above 40000, there is 38% cardholder: 30001-40000, there is 28.67% of
the cardholder like wise 20001-30000, 15001-20000; 10001-15000 will
come respectively.

[5.5] TYPE OF CREDIT CARD

TYPES OF
CARDS Respondent %
PLATINUM 34 22.67
RAILWAY 41 27.33
DOCTOR 15 10.00
SILVER & MORE 30 20.00
 GOLDEN& MORE 16 10.67
EMPLOYEE 14 9.33
Total 150 100

30

25

20

15

10 PERCENTAGE

0
PLATINUM

RAILWAY

DOCTOR

SILVER & MORE

GOLDEN & MORE

EMPLOYEE

Inference:
Railway (27.33%), platinum (22.67), silver &more (20%) are most in use.

. [5.6] MONTHLY BILLING

BILLING Respondent %
Up to 500 6 4.00
501-1000 57 38.00
1001-1500 18 12.00
1501-2000 22 14.67
2001-3000 40 26.67
ABOVE 3000 7 4.67
TOTAL 150 100
 40

35

30

25

20 BILLING

15

10

0
UPTO 501- 1001- 1501- 2001- ABOVE
500 1000 1500 2000 3000 3000

Inference:
38% of the customer billing was Rs. 501-1000 category then 26.67% of
customer has their monthly billing as 2001-3000 RS.

[5.7] PURPOSE OF USE

PURPOSE Respondent %
Durable shopping 19 12.66
Grocery shopping 08 5.33
Petrol purchasing 16 10.67
Buying e-ticket 34 22.67
Cash withdrawal 25 16.67
Utility bill 16 10.67
 payment
During travel 30 20.00
other 02 1.33
Total 150 100

PERCENTAGE

Durable shopping
grocery shopping
petrol purchasing
buying e-ticket
cash withdrawal
utility bil payment

Inference:
Buying e-ticket, during travel, Cash withdrawal, durable shopping, Petrol
purchasing & utility bill payment, Grocery shopping and other purposes for
use contain 22.67%,20%,16.67%,12.67%,10.67%,5.33% and1.33% use
respectively.
[5.8] USAGE FREQUENCY (IN MONTHS)

FREQUENCY RESPODENTS %
ONCE 59 39.33
TWICE 31 20.66
THRICE 47 31.33
MORE THAN
THRICE 13 8.67
TOTAL 150 100
 40
35
30
25
20
15
10
5 PERCENTAGE
0
ONCE

TWICE

THRICE

MORE THAN THRICE

Inference:

In the above graph, we show that there is large nos. of cardholder usage
frequency is once i.e.39.33% then there is also good nos. of cardholder,
whose usage rate is trice in the month.

[5.9] ABOUT PROCEDURE TO OBTAINIG CARD

Response Frequency Percent

Strongly agree 80 53.33
Somewhat agree 40 26.67
Neither agree
10 6.67
nor disagree
Somewhat
12 8.00
disagree
Strongly
08 5.33
disagree
Total 150 100.0
 PERCENTAGE

strongly agree

somewhat disagree

neither agree nor

disagree
somewhat disagree

strongly disagree

Inference:
Above graph shows that out of 150 more than 50% are strongly agree
that there is easy procedure to obtaining credit card, and there is only
5.33% of the customer, who feels there is not ease to obtain the credit
card with ease procedure.

[5.10] PAYMENT CRITERIA

Response Frequency Percent

Strongly agree 69 46.00
Somewhat agree 39 26.00
Neither agree
9 6.00
nor disagree
Somewhat
19 12.70
disagree
Strongly
14 9.33
disagree
Total 150 100.0
 PERCENTAGE

strongly agree

somewhat agree

neother agree nor

disagree
somewhat disagree

strongly disagree

Inference:

There is more options are provided by bank for payment of outstanding

balance. So, there is large nos. of customer are satisfied with the
payment criteria.

[5.11] CASH WITHDRAWAL CRITERIA

Response Frequency Percent

Strongly agree 73 48.70
Somewhat agree 37 24.7
Neither agree
4 2.7
nor disagree
Somewhat
23 15.3
disagree
Strongly
13 8.7
disagree
Total 150 100.0
 1.2
1
0.8
0.6 PERCENTAGE
0.4
0.2
0

neither agree nor

strongly disagree
Strongly agree

somewhat disagree
somewhat agree

disagree

Inference:
There are 48.70% cardholder are find ease for cash withdrawal through
card, 24.7% are somewhat agree, 15.3% are somewhat disagree and
only 8.7% are strongly disagree.
 [5.12] ACCEPTABLE AT MOST OF PETROL PUMP

Response Frequency Percent

Strongly agree 55 36.7
Somewhat agree 30 20.00
Neither agree nor
09 6.00
disagree
Somewhat disagree 26 17.3
Strongly disagree 30 20.00
Total 150 100.0

strongly
disagree
somewhat
disagree
neither agree Food
nor disagree
somewhat
agree

strongly agree

0 10 20 30 40

Inference:
In the above graph, we show that there is 36.7% respondents are
strongly satisfy, somewhat agree is about 20%, But, there is also good
number of respondents i.e. 20% and 17.3%, who are strongly disagree
and somewhat disagree respectively.
[5.13] EASY TO OBTAIN LOAN

Response Frequency Percent

Strongly agree 41 27.3
Somewhat agree 25 16.7
Neither agree
07 4.7
nor disagree
Somewhat
54 36.00
disagree
Strongly
23 15.3
disagree
Total 150 100.0

1.2

0.8
PERCENTAGE
0.6

0.4

0.2

0
agree nor
strongly

disagree
strongly
agree

neither

Inference:

There is 36% of respondents, who are somewhat disagree and 27.3%

who are strongly agree that through the card it is easy to obtain
loan.16.7% respondents are somewhat agree and 15.3% are strongly
disagree.
[5.14] COST EFFECTIVE

Response Frequency Percent

Strongly agree 17 11.3
Somewhat agree 38 25.3
Neither agree
19 12.7
nor disagree
Somewhat
40 26.00
disagree
Strongly
36 24.00
disagree
Total 150 100.0

30

25

20

15

10

PERCENTAGE
5

0
Strongly agree

somewhat agree

neither agree nor

somewhat disagree

strongly disagree
disagree

Inference:
There is largest number of respondents who are strongly disagree (26%) and
Somewhat disagree (24%) i.e. according to them the credit card is not cost
effective.
[5.15] INTEREST RATE LOW ON OUTSTANDING BALANCE
.

Response Frequency Percent

Strongly agree 4 2.7
Somewhat agree 23 15.3
Neither agree
13 8.7
nor disagree
Somewhat
73 48.7
disagree
Strongly
37 24.70
disagree
Total 150 100.0
 PERCENTAGE

Strongly agree

somewhat agree

neither agree nor

disagree
somewhat disagree

strongly disagree

Inference:
According above graph, we can say that the interest rate on the
outstanding balance is very high, because there is 48.7% of respondents,
who are somewhat agree and 24.70% of respondents who are strongly
disagree to given criteria.
[5.16] MODE OF PAYMENT\ REPAYMENT OF OUTSTANDING
AMOUNT
 Response Frequency Percent
Strongly agree 75 50.00
Somewhat agree 46 30.67
Neither agree
3 2.00
nor disagree
Somewhat
19 12.67
disagree
Strongly
07 4.67
disagree
Total 150 100.0
 PERCENTAGE

Strongly agree

somewhat agree

neither agree nor

disagree
somewhat disagree

strongly disagree

Inference:
According to response in the above graph, we can say that customer is
highly satisfied with the various payment option provided by the bank.
[5.17] ABOUT PROMOTIONAL SCHEME
 Response Frequency Percent
Strongly agree 80 53.33
Somewhat agree 48 32.00
Neither agree
08 5.33
nor disagree
Somewhat
10 6.67
disagree
Strongly
04 2.67
disagree
Total 150 100.0

60

50

40

30 PERCENTAGE

20

10

0
e

ee
e

ee

re

re
re

gr
gr

ag

ag
ag

sa
ta

is

is
ly

di
a

rd

td
ng

ly
ew

ha
no
ro

ng
ew
m
St

ro
re
so

St
ag

so
er
ith
ne

Inference:
From the above graph the customer is satisfied with the promotional
scheme information given by bank time to time by means of
advertisement.
[5.18] RECCOMENDED TO OTHER
 Response Frequency Percent
Strongly agree 77 51.33
Somewhat agree 57 38.00
Neither agree
5 3.33
nor disagree
Somewhat
7 4.67
disagree
Strongly
4 2.67
disagree
Total 150 100.0

60

50

40

30 PERCENTAGE

20

10

0
neither agree nor disagree

somewhat disagree
somewhat agree
Strongly agree

strongly disagree

Inference: 51.33% are respondents, who recommended to others. So it is

advantage to the bank.
[5.19] SERVICE IN THE CASE OF CARD LOST
 Response Frequency Percent
Strongly agree 17 11.3
Somewhat agree 38 25.3
Neither agree
19 12.7
nor disagree
Somewhat
40 26.00
disagree
Strongly
36 24.00
disagree
Total 150 100.0
24

strongly disagree

somewhat
26

disagree

neither agree nor

12.7

disagree
25.3

somewhat agree
11.3

Strongly agree

0 5 10 15 20 25 30

PERCENTAGE

Inference:
There is 26% of respondents, who are somewhat disagree and 24% are
Strongly disagree that the services after credit card is lost is not proper.
So, there is need to improve the services by the bank in case of customer
Loose his credit card.
 CHAPTER 6
HYPOTHESIS TESTING
HYPOTHESES TESTING:
I have taken 25 sample before survey for pilot study in which 21
respondents are satisfied about pizza of pizza hut and 4 respondents does
not satisfied about credit card.
P = 0.8
Q = 0.2

I have taken 250 sample sizes for survey; I have found 200
respondents are satisfied. And 50 respondents do not satisfy.
n = 150
p = x/n
= 120/150
= 0.8

Z cal. = | p-P |
√ PQ/n
= |0.83 – 0.80 |
√0.83 x 0.16/150
= 0.04
√0.025
Z cal.= 8.4
Z cal.> 1.96 so, we reject null hypothesis
CHAPTER 7

FINDINGS
 FINDINGS:

In Surat district there is number of Banks, which provides the credit

card services to the customer. Which include public sector bank and
private sector bank? Those banks undertaken by government and run
by government are known as public sector bank i.e. State Bank of
India (SBI), Bank of Baroda (BOB), and Central Bank of India (CBOI).
On other hand those banks that run by other than government body
known as private sector bank i.e. HDFC, ICICI, and KOTAK
MAHINDRA.

 As par research conducted at katargam region in which public sector

bank have a good number preferred by the customers.
Due to following reasons customers are prefer to public sector
bank.

• They have trust on nationalized bank.

• Lower interest rates compare to other bank.
• Nationalized banks strictly follow RBI guidelines.
• There is ease procedure to obtaining credit card.
• The bank also provides various promotional schemes time to time.
• There is also better sale after service facility provided by bank.
• Bank is customer oriented.

Due to following reasons corporate client prefer to public sector

bank credit card.

• They provide faster and better services than public sector banks
• Easy paperwork and less formality.
• Maintain good customer relationship.
• Understand the customer’s needs and try to solve personally.
 GENERAL PERCEPTION ABOUT SBI

In banking sector SBI is having top position among all the banks.
Even though there prevails some negative impression in the minds of
customers. Following are some of the perception given by the customers
about the SBI.

 In SBI employees are lazy and do not take responsibilities for their

work.
 Services are not up to the satisfaction of the customers.
 Bank does not pay attention towards small units.
 There are too much formalities compare to other banks.
 SBI just follow the new facilities but they have not its own innovative
idea.
 Employees of SBI are not doing business on the basis of customer
requirement but they are seeing self-security.
 When customer come to the branch there is no such hoarding about
the departments.
 CHAPTER 8

SUGGESTIONS

 Need for more employees for smooth working of bank.

 Need for one inquiry counter in branch.
 Need for good computers and printers for good computerized
services.
 Need for speedy services in bank.
 SWOT ANALYSIS OF SBI KATARGAM BRANCH

Strengths:
o Better location in katargam area compared to other banks in
katargam area.
o Easy availability of customer because of nationalized
government bank.
o A good market for business is available.
o The past history of bank is good.
o More loyal customers are add to benefits to the branch.
Weakness:
o Weak infrastructure facility and office interiors.
o Marketing and advertisement of bank is poor in this area.
o Not availability of required staff in the branch.
o The attitude of an employee is not good.
Opportunity:
o Good industrial area like GIDC from which bank can able to take

good business.
o Good development of diamond business and other small scale
industries which can able to became source of income for the
bank.
o Most of people believe in government bank so good market for
get business from general publics.
o Good opportunities for third party products like mutual funds
because no other banks are currently doing this type of business
mostly.
Threat:
o Most people want services like private banks.
o Recently the cooperative and other private banks are develop in
the fast rate particular in katargam area.
o Foreign and private banks are biggest threats towards this bank.
o Technological changes have become must to survive in this
competitive world.
o People are moving very fast to the private banks.
 CONCLUSION

SBI is a renowned bank all over India and Abroad also. The bank
has taken a very wise step to survey the different target customer, which
required the credit card for the multifunctional usage for the individual as
well as for business people.

There are so many private sector banks as well as multinational

banks, which provide credit card facility that is up to the expectations of
the customer. So, there is very healthy competition among the public as
well as the private banks.
The findings and recommendations of the survey clearly reveal that
there is a large number of customer, who are satisfy with the card and
facility provided by the bank. But, there is also need of proper structure to
find out target customer through which bank get more business. This
effort on the part of SBI to keep customers at the centre and understand
their needs will surely prove as a bull’s-eye in the progress of the bank
as well the banking sector as a whole.

With proper referencing, monitoring and examination of the weak

areas of katargam zone, the bank can pitch into the prospective sectors of
each region and slowly and gradually capture the major market share.

This positive note concludes the report. This may prove to be useful
to the bank for achieving new heights. Wishing all the very best to the
bank and its extremely dedicated staff.
 CHAPTER 9

BIBLIOGRAPHY AND WEBLIOGRAPHY

BIBLIOGRAPHY

1. Reference books:
• Marketing management - Kotler, Keller, Koshy, Jha.
• Business research methods – cooper, shindler
• Consumer behavior – schiffman and kaunk
• Services of marketing – lovelock and wirtz

2. reference report:
• SBI annual report
• RBI report

WEBLOGRAPHY

 www.statebankofindia.com
 www.sbi.co.in

 www.wikipedia.org.in

 www.suratmunicipal.gov.in
 Questionnaire

Customer satisfaction about SBI credit card holder

Name: -
____________________________________________________
Address:-
___________________________________________________
___________________________________________________________
Contact no. (R)_____________ (O) ___________________
(M) _______________________

Gender:-

Male Female

Age:-

Below 18 18-25 26-35

36-45 46-55 above 56

Occupation:-

Students House Wife Professional

Employee Unemployed Businessmen

Family income (Monthly)

Up to 10000 10001-15000 15001-20000

20001-30000 30001-40000 Above 40001

1. Which type of credit card you have?

SBI platinum card SBI railway card SBI doctor card

SBI silver & more SBI gold & more SBI employee card

2. What is your monthly billing? (In Rs.)

Up to 500 501 - 1000 1001 - 1500

1501 - 2000 2001 - 3000 Above 3000

3. For which purpose do you use credit card mostly?

Durable shopping Grocery shopping Petrol purchasing

Buying e-ticket Cash withdrawal Utility bill payment

During travel Others.................................

4. What is the monthly frequency usage of card?

Once Twice

Thrice more than thrice

STRONGLY SOME NEITHER SOME STRONLY

AGREE WHAT AGREE WHAT DISAGREE
AGREE NOR DISAGREE
DISAGREE

5. It is easy to get card within short time with minimum

procedure?

6. It is easy to make payment through card?

7. It is easy to withdrawal of cash through card?

8. It is acceptable at most of the petrol pump?

9. It is easy to obtain loan by using SBI credit card?

10. It is very cost effective to using SBI credit card?

11. Interest rate is low on the balance outstanding?

12. Repayment of out standing amount is easy?

13. Banks provide regular information about promotional

schemes?

14. I recommended this SBI credit card to others?

15. In case of card missed, are you satisfy with the service
provide by bank to obtain new card?

16. Suggestion, If
any..................................................................................................
.