A STUDY ON SERVICE MARKETING

With reference to STATE BANK OF INDIA BALLARPUR Project report submitted to Andhra University, Visakhapatnam in partial Fulfillment for the Award of the Degree in MASTER OF BUSINESS ADMINISTRATION By B.GEETAVANI (Regd.No. 2085 !0000"# Under the esteemed guidance of Mr.K.BALA KRISHNA, MBA Assistant professor Master of Business Administration epartment

DEPARTMENT OF MASTER OF BUSINESS ADMINISTRATION ADIT$A INSTITUTE OF P.G STUDIES (A%%&'&()ed *+ A,d-.( U,&/e.0&)+# ADB ROAD1 SURAMPALEM1 E.G.DIST

ADIT$A INSTITUTE OF P.G.STUDIES (A%%&'&()ed )o A,d-.( U,&/e.0&)+# ADB ROAD1 SURAMPALEM1 E.G. DIST

!"R#I$I!A#"

This is to certify that project report entitled A STUD$ ON SERVI2E MARKETING with reference to STATE BANK OF INDIA is a bona fide work done by B.GEETAVANI with Regd. No.2085 !0000" under my guidance and supervision during May to une !""#. This project is submitted to AND3RA UNIVERSIT$ in partial fulfillment of the award of degree in MASTER OF BUSINESS ADMINISTRATION.

P.o4e5) g6&de Mr.$.%ala $rishna 'ssistant &rofessor

3e(d o% )-e De7(.)8e,) &rof. .Nagendra $umar (epartment of M%'

(epartment of M%'

"!LARA#I%N

) do hereby declare that the project report entitled A STUD$ ON SERVI2E MARKETING with reference to *STATE BANK OF INDIA B(''(.76. B.(,5-1 2-(,d.(76. d&0)1 M(-(.(0-).( comprises of my own work. )t has not been submitted fully or partly to this university or any other university earlier for the award of degree of *Master of %usiness 'dministration+ or any other degree.

( B.GEETAVANI#

A!KN%&L" '"M"N#S
) take this opportunity to e-press my immense gratitude to all the people who rendered their valuable advice in bringing the project to function. ) would like to e-tend my sincere thanks to M..9.N(ge,d.( K68(. &rincipal1 .ead of the (epartment MBA1 '()T/' )N0T)T1T2 34 &.5. 0T1()20 permitting me to take up this project in 0T'T2 %'N$ 34 )N()'6 %allarpur ) e-press my gratitude to my guide M..K.B('( :.&0-,(6 4aculty6 (epartment of M%'6 for her valuable support throughout my project work. ) respectfully e-press my gratitude to M..U.R.S3ENDE6 %ranch Manager 0T'T2 %'N$ 34 )N()'6 %allarpur for giving me an opportunity to undertake this project work and M..$.Ve,:()e0- 'sst Manager6 my project guide for his guidance and encouragement during my entire summer training program

B.GEETAVANI

Inde(
!hapter)*
1. )ntroduction !. 3bjectives to study ,. Methodology 7. Need for study 8. 9imitations

+)**

!hapter),
:. )ndustry profile 1,;!8

!hapter)<. =ompany profile !<;,:

!hapter).
>. Theoretical framework ,>;<8

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#. 'nalysis and interpretation <<;#"

!hapter )0
1". 4indings 11. 0uggestions #! #,

Bi12iography

3.

4uestionnaire

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INTRODUCTION OBJECTIVES OF THE STUDY NEED FOR THE STUDY METHODOLOGY LIMITATIONS OF THE STUDY

INTRODU2TION
S"R5I!" MARK"#IN'
0ervice marketing is the marketing based on relationship and value. )t may be used to market a service or a product. The service sector accounts for more than 8"? of )ndia@s 5(&. Marketing a service base business is different from marketing a good based business. There are several major differences including the buyer purchase are intangible the services may be based on reputation of a single person )t is more difficult to compare the Auality of a similar service The major differences in the education of service marketing verses regular marketing is that instead of the traditional 7 &@s product price place promotion there are additional &@ s consisting of people physical evidence and process. 0ervice marketing also includes the services cape referring to but not limited to the aesthetic appearance of the business from the outside6 inside and general appearance of the employees themselves. 0ervice marketing has been relatively gaining ground in the overall spectrum of educational marketing as developed economies move farther away from industrial importance to service orient economies. (eveloping a marketing strategy is much the same

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for product and services. %oth involve selecting target market and formulating a marketing mi-.

OB9E2TIVES OF STUD$
To know about various banking services provided by 0%) at %allarpur %ranch. To know about the loan deposit and insurance services provided by 0%) at %allarpur %ranch only To get an idea about the special schemes laid down by 0%) for special purposes To identify the categoriBation of services based upon the purpose To study about various services provided to businessman or trade people and Non;Resident )ndians To know about special deposit schemes and other services available for poor people

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NEED FOR T3E STUD$

Marketing initially dealt with tangible goods and products. 9ater the importance of services was identified. ' physical entity or product provided along with an efficient service ensured a greater customer satisfaction. 0ince then service sector emerged as an industry growing at a much faster rate than the other two sectors namely manufacturing and agriculture. )n a highly competitive6 rapidly globaliBing environment6 the task of designing and managing services has turned out challenging. 's mentioned earlier service sector accounts for more than 8"? of )ndia 5(&. 0ervice business increasingly fuels the world economy. The primary aim of any marketing process is to ensured customer satisfaction. %ut recent trend has changed. Now companies seed to develop a reputation for superior performance in delivery6 a better and faster response to Aueries and a Auicker resolution of complaints. .ence a separate study to know about services their features to process of designing and managing services is very much essential.

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MET3ODOLOG$
*Methodology is a systematic procedure of collecting information in order to analyBe and verify a phenomenon+. The collection of information is done through principal source like primary source and secondary source.

PRIMAR$ SOUR2E;
&rimary source are those from which information is collected for the first time or directly. The source from which provide data collected areC &ersonal interaction with officials and bank employees )nformation provided by e-ternal guide. %y personal observation. 0urvey through Auestionnaire

SE2ONDAR$ SOUR2E;
0econdary data are second hand information collected from different source like =ompany circulars to gather information about the new schemes =ompany websites %ank reports and various other documents

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LIMITATIONS OF T3E STUD$

The study is purely based on primary data which may have an error term 's the time span was limited 7" days the entire sample customer could not be covered in the course of the study 's the survey is conducted for 1"" people which is considerably small sample the findings may not be accurate 1se of traditional analytical method may lead to certain deviations (ifficulty in collection of accurate data as there is possibility of biased answers from the respondents

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INDUSTRY PROFILE

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INDUSTR$ PROFILE
The )ndian %anking industry6 which is governed by the %anking Regulation 'ct of )ndia6 1#7# can be broadly classified into two major categories6 non;scheduled banks and scheduled banks. 0cheduled banks comprise commercial banks and the co;operative banks. )n terms of ownership6 commercial banks can be further grouped into nationaliBed banks6 the 0tate %ank of )ndia and its group banks6 regional rural banks and private sector banks Dthe oldE new domestic and foreignF. These banks have over :<6""" branches spread across the country. The first phase of financial reforms resulted in the nationaliBation of 17 major banks in 1#:# and resulted in a shift from =lass banking to Mass banking. This in turn resulted in a significant growth in the geographical coverage of banks. 2very bank had to earmark a minimum percentage of their loan portfolio to sectors identified as *priority sectors+. The manufacturing sector also grew during the 1#<"s in protected environs and the banking sector was a critical source. The ne-t wave of reforms saw the nationaliBation of : more commercial banks in 1#>". 0ince then the number of scheduled commercial banks increased four;fold and the number of bank branches increased eight;fold. 'fter the second phase of financial sector reforms and liberaliBation of the sector in the early nineties6 the &ublic 0ector %anks D&0%F s found it e-tremely difficult to compete with the new private sector banks and the foreign banks. The new private sector banks first

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made their appearance after the guidelines permitting them were issued in anuary 1##,. 2ight new private sector banks are presently in operation. These banks due to their late start have access to state;of;the;art technology6 which in turn helps them to save on manpower costs and provide better services. (uring the year !"""6 the 0tate %ank 3f )ndia D0%)F and its < associates accounted for a !8 percent share in deposits and !>.1 percent share in credit. The !" nationaliBed banks accounted for 8,.! percent of the deposits and 7<.8 percent of credit during the same period. The share of foreign banks Dnumbering 7!F6 regional rural banks and other scheduled commercial banks accounted for 8.< percent6 ,.# percent and 1!.! percent respectively in deposits and >.71 percent6 ,.17 percent and 1!.>8 percent respectively in credit during the year !""".

2URRENT S2ENARIO
The industry is currently in a transition phase. 3n the one hand6 the &0%s6 which are the mainstay of the )ndian %anking system are in the process of shedding their flab in terms of e-cessive manpower6 e-cessive non &erforming 'ssets DNpasF and e-cessive governmental eAuity6 while on the other hand the private sector banks are consolidating themselves through mergers and acAuisitions. &0%s6 which currently account for more than <> percent of total banking industry assets are saddled with N&'s Da mind;boggling Rs >," billion in !"""F6 falling revenues from traditional sources6 lack of modern technology and a massive workforce while the new private sector banks are forging ahead and rewriting the traditional banking business model by way of their sheer innovation and service. The &0%s are of course currently working out challenging strategies even as !" percent of their

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massive employee strength has dwindled in the wake of the successful Goluntary Retirement 0chemes DGR0F schemes. The private players however cannot match the &0%@s great reach6 great siBe and access to low cost deposits. Therefore one of the means for them to combat the &0%s has been through the merger and acAuisition DMH 'F route. 3ver the last two years6 the industry has witnessed several such instances. 4or instance6 .dfc %ank@s merger with Times %ank )cici %ank@s acAuisition of )T= =lassic6 'nagram 4inance and %ank of Madura. =enturion %ank6 )ndusind %ank6 %ank of &unjab6 Gysya %ank are said to be on the lookout. The 1T) bank; 5lobal Trust %ank merger however opened a &andora@s boand brought about the realiBation that all was not well in the functioning of many of the private sector banks. &rivate sector %anks have pioneered internet banking6 phone banking6 anywhere banking6 and mobile banking6 debit cards6 'utomatic Teller Machines D'TMsF and combined various other services and integrated them into the mainstream banking arena6 while the &0%s are still grappling with disgruntled employees in the aftermath of successful GR0 schemes. 'lso6 following )ndia@s commitment to the W To agreement in respect of the services sector6 foreign banks6 including both new and the e-isting ones6 have been permitted to open up to 1! branches a year with effect from 1##>;## as against the earlier stipulation of > branches. Talks of government diluting their eAuity from 81 percent to ,, percent in November !""" have also opened up a new opportunity for the takeover of even the &0%s. The 4() rules being more rationaliBed in I14/"! may also pave the way for foreign banks taking the MH ' route to acAuire willing )ndian partners.

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Meanwhile the economic and corporate sector slowdown has led to an increasing number of banks focusing on the retail segment. Many of them are also entering the new vistas of )nsurance. %anks with their phenomenal reach and a regular interface with the retail investor are the best placed to enter into the insurance sector. %anks in )ndia have been allowed to provide fee;based insurance services without risk participation invest in an insurance company for providing infrastructure and services support and set up of a separate joint;venture insurance company with risk participation.

AGGREGATE PERFORMAN2E OF T3E BANKING INDUSTR$

'ggregate deposits of scheduled commercial banks increased at a compounded annual average growth rate D=agrF of 1<.> percent during 1#:#;##6 while bank credit e-panded at a =agr of 1:., percent per annum. %anks@ investments in government and other approved securities recorded a =agr of 1>.> percent per annum during the same period. )n 4/"1 the economic slowdown resulted in a 5ross (omestic &roduct D5(&F growth of only :." percent as against the previous year@s :.7 percent. The W&) )nde- Da measure of inflationF increased by <.1 percent as against ,., percent in 4/"". 0imilarly6 money supply DM,F grew by around 1:.! percent as against 17.: percent a year ago. The growth in aggregate deposits of the scheduled commercial banks at 18.7 percent in 4/"1 percent was lower than that of 1#., percent in the previous year6 while the growth in credit by 0=%s slowed down to 18.: percent in 4/"1 against !, percent a year ago. The industrial slowdown also affected the earnings of listed banks. The net profits of !" listed banks dropped by ,7.7, percent in the Auarter ended March !""1. Net profits

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grew by 7".<8 percent in the first Auarter of !""";!""16 but dropped to 7.8: percent in the fourth Auarter of !""";!""1. 3n the =apital 'deAuacy Ratio D='RF front while most banks managed to fulfill the norms6 it was a feat achieved with its own share of difficulties. The ='R6 which at present is #." percent6 is likely to be hiked to 1!." percent by the year !""7 based on the %asle =ommittee recommendations. 'ny bank that wishes to grow its assets needs to also shore up its capital at the same time so that its capital as a percentage of the risk;weighted assets is maintained at the stipulated rate. While the )&3 route was a much;fancied one in the early J#"s6 the current scenario doesn@t look too attractive for bank majors. =onseAuently6 banks have been forced to e-plore other avenues to shore up their capital base. While some are wooing foreign partners to add to the capital others are employing the MH ' route. Many are also going in for right issues at prices considerably lower than the market prices to woo the investors.

INTEREST RATE S2ENE

The two years6 post the 2ast 'sian crises in 1##<;#> saw a climb in the global interest rates. )t was only in the latter half of 4/"1 that the 10 4ed cut interest rates. )ndia has however remained more or less insulated. The past ! years in our country was characteriBed by a mounting intention of the Reserve %ank 3f )ndia DR%)F to steadily reduce interest rates resulting in a narrowing differential between global and domestic rates. The R%) has been affecting bank rate and =RR cuts at regular intervals to improve liAuidity and reduce rates. The only e-ception was in uly !""" when the R%) increased

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the =ash Reserve Ratio D=RRF to stem the fall in the rupee against the dollar. The steady fall in the interest rates resulted in sAueeBed margins for the banks in general.

GOVERNMENTAL POLI2$
'fter the first phase and second phase of financial reforms6 in the 1#>"s commercial banks began to function in a highly regulated environment6 with administered interest rate structure6 Auantitative restrictions on credit flows6 high reserve reAuirements and reservation of a significant proportion of lendable resources for the priority and the government sectors. The restrictive regulatory norms led to the credit rationing for the private sector and the interest rate controls led to the unproductive use of credit and low levels of investment and growth. The resultant Jfinancial repression@ led to decline in productivity and efficiency and erosion of profitability of the banking sector in general. This was when the need to develop a sound commercial banking system was felt. This was worked out mainly with the help of the recommendations of the =ommittee on the 4inancial 0ystem D=hairmanC 0hri M. NarasimhamF6 1##1. The resultant financial sector reforms called for interest rate fle-ibility for banks6 reduction in reserve reAuirements6 and a number of structural measures. )nterest rates have thus been steadily deregulated in the past few years with banks being free to fi- their &rime 9ending Rates D&9RsF and deposit rates for most banking products. =redit market reforms included introduction of new instruments of credit6 changes in the credit delivery system and integration of functional roles of diverse players6 such as6 banks6 financial institutions and non;banking financial companies DNbfcsF. (omestic &rivate 0ector %anks were allowed to be set up6 &0%s were allowed to access the markets to shore up their =ars.

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IMPLI2ATIONS OF SOME RE2ENT POLI2$ MEASURES

The allowing of &0%s to shed manpower and dilution of eAuity are moves that will lend greater autonomy to the industry. )n order to lend more depth to the capital markets the R%) had in November !""" also changed the capital market e-posure norms from 8 percent of bank@s incremental deposits of the previous year to 8 percent of the bank@s total domestic credit in the previous year. %ut this move did not have the desired effect6 as in6 while most banks kept away almost completely from the capital markets6 a few private sector banks went overboard and e-ceeded limits and indulged in dubious stock market deals. The chances of seeing banks making a comeback to the stock markets are therefore Auite unlikely in the near future. The move to increase 4oreign (irect )nvestment 4() limits to 7# percent from !" percent during the first Auarter of this fiscal came as a welcome announcement to foreign players wanting to get a foot hold in the )ndian Markets by investing in willing )ndian partners who are starved of net worth to meet ='R norms. =eiling for 4)) investment in companies was also increased from !7." percent to 7#." percent and have been included within the ambit of 4() investment. The abolishment of interest ta- of !." percent in budget !""1;"! will help banks pass on the benefit to the borrowers on new loans leading to reduced costs and easier lending rates. %anks will also benefit on the e-isting loans wherever the interest ta- cost element has already been built into the terms of the loan. The reduction of interest rates on various small savings schemes from 11 percent to #.8 percent in %udget !""1;"! was a much awaited move for the banking industry and in keeping with the reducing interest rate scenarioK however the small investor is not very happy with the move.

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0ome of the not so good measures however like reducing the limit for ta- deducted at source DT(0F on interest income from deposits to Rs !68"" from the earlier level of Rs 1"6"""6 in %udget !""1;"!6 had met with disapproval from the banking fraternity who feared that the move would prove counterproductive and lead to increased fragmentation of deposits6 increased volumes and transaction costs. The limit was thankfully partially restored to Rs 8""" at the time of passing the 4inance %ill in the &arliament.

APRIL 200!<2REDIT POLI2$ IMPLI2ATIONS

The rationaliBation of e-port credit norms in will bestow greater operational fle-ibility on banks6 and also reduce the borrowing costs for e-porters. Thus this move could trigger e-ports growth in the future. %anks can also hope to earn increased revenue with the interest paid by R%) on =RR balances being increased from 7." percent to :." percent. The stock market scam brought out the unholy ne-us between the =ooperative banks and stockbrokers. )n order to usher in greater prudence in their operations6 the R%) has barred 1rban =ooperative %anks from financing the stock market operations and is also in the process of setting up of a new ape- supervisory body for them. Meanwhile the foreign banks have a bone to pick with the R%). The R%) had announced that fore- loans are not to be calculated as a part of Tier;1 =apital for drawing up e-posure limits to companies effective 1 'pril !""!. This will force foreign banks either to infuse fresh capital to maintain the capital adeAuacy ratio D='RF or pare their asset base. 4urther6 the R%) has also sought to keep foreign competition away from the nascent net banking segment in )ndia by allowing only )ndian banks with a local physical presence6 to offer )nternet banking

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2R$STAL GA=ING
3n the macro economic front6 5(& is e-pected to grow by :." to :.8 percent while the projected e-pansion in broad money DM,F for !""1;"! is about 17.8 percent. =redit and deposits are both e-pected to grow by 18;1: percent in 4/"!. )ndiaLs foreign e-change reserves should reach 10M8"." billion in 4/"! and the )ndian rupee should hold steady. The interest rates are likely to remain stable this fiscal based on an e-pected downward trend in inflation rate6 sluggish pace of non;oil imports and likelihood of declining global interest rates. The domestic banking industry is forecasted to witness a higher degree of mergers and acAuisitions in the future. %anks are likely to opt for the universal banking approach with a stronger retail approach. Technology and superior customer service will continue to be the imperatives for success in this industry. &ublic 0ector banks that imbibe new concepts in banking6 turn tech savvy6 leaner and meaner post GR0 and obtain more autonomy by keeping governmental stake to the minimum can succeed in effectively taking on the private sector banks by virtue of their sheer siBe. Weaker &01 banks are unlikely to survive in the long run. =onseAuently6 they are likely to be either acAuired by stronger players or will be forced to look out for other strategies to infuse greater capital and optimiBe their operations. 4oreign banks are likely to succeed in their niche markets and be the innovators in terms of technology introduction in the domestic scenario. The outlook for the private sector banks indeed looks to be more promising vis;N;vis other banks. While their focused operations lower but more productive employee force etc will stand them good6 possible acAuisitions of &01 banks will definitely give them the much needed scale of operations

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and access to lower cost of funds. These banks will continue to be the early technology adopters in the industry6 thus increasing their efficiencies. 'lso6 they have been amongst the first movers in the lucrative insurance segment. 'lready6 banks such as )cici %ank and .dfc %ank have forged alliances with &rudential 9ife and 0tandard 9ife respectively. This is one segment that is likely to witness a greater deal of action in the future. )n the near term6 the low interest rate scenario is likely to affect the spreads of majors. This is likely to result in a greater focus on better asset;liability management procedures. =onseAuently6 only banks that strive hard to increase their share of fee;based revenues are likely to do better in the future.

VISION OF BANKS IN INDIA

The banking scenario in )ndia has already gained all the momentum6 with the domestic and international banks gathering pace. The focus of all banks in )ndia has shifted their approach to LcostL6 determined by revenue minus profit. This means that all the resources should be used efficiently to better the productivity and ensure a win;win situation. To survive in the long run6 it is essential to focus on cost saving. &reviously6 banks focused on the LrevenueL model which is eAual to cost plus profit. &ost the banking reforms6 banks shifted their approach to the LprofitL model6 which meant that banks aimed at higher profit ma-imiBation.

FO2US OF BANKS IN INDIA

The banking industry is slated for growth in future with a more Aualitative rather than Auantitative approach. The total assets of all scheduled commercial banks by end; March !"1" is projected to touch Rs 7"6 #"6""" crore. This is going to comprise around

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:8? of 5(& at current market prices as compared to :<? in !""!;",. The bankLs assets are estimated to grow at an annual composite rate of growth of 1,.7? during the rest of the decade as against 1:.<? between 1##7;#8 and !""!;",. %arring the asset side6 on the liability perspective6 there will be huge additions to the capital base and reserves. &eople will rely more on borrowed funds6 pace of deposit growth slowing down side by side. .owever6 advances and investments would not see a healthy growth rate.

2ONSOLIDATION OF BANKS IN INDIA

Would the banking industry in )ndia get opened up for more international competitionO )ndia would see a large number of global banks controlling huge stakes of the banking entities in the country. The overseas banking units would bring along with it capital6 technology6 and management skills. This would lead to higher competition in the banking frontier and ensure greater efficiency. The 4() norms in the banking sector would give more leverage to the )ndian banks. Thus6 a consolidation phase in the banking industry in )ndia is e-pected in the near future with mergers and acAuisitions gathering more pace. 3ne might also see mergers between public sector banks or public sector banks and private banks. =redit cards6 insurance are the ne-t best strategic places where alliances can be formed.

FUTURE 23ALLENGES OF BANKS IN INDIA

The )ndian banks are hopeful of becoming a global brand as they are the major source of financial sector revenue and profit growth. The financial services penetration in )ndia continues to be healthy6 thus the banking industry is also not far behind. 's a result of this6 the profit for the )ndian banking industry will surely surge ahead. The profit pool of

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the )ndian banking industry is probable to augment from 10M 7.> billion in !""8 to 10M !" billion in !"1" and further to 10M 7" billion by !"18. This growth and e-pansion pace would be driven by the chunk of middle class population. The increase in the number of private banks6 the domestic credit market of )ndia is estimated to grow from 10M ".7 trillion in !""7 to 10M !, trillion by !"8". Third largest banking hub of the globe by !"7" ; is that vision too far awayO %anks in )ndia '-is %ank 'llahabad %ank 'merican 2-press %ank 9td 'ndhra %ank '%N 'MR3 %ank %ank Muscat D0 ' 3 5F %ank of 'merica %ank of )ndia %ank of %aroda )ndia %arclays %ank &9= =anara %ank )ndia =enturion %ank 9td =itibank =orporation %ank =eylon %ank =atholic 0yrian %ank (%0 %ank 9td. (ena %ank (hanlakshmi %ank 9td (eutsche %ank )ndia 2-port;)mport %ank 3f )ndia 4ederal %ank )ndia 5lobal Trust %ank 9td

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.(4= %ank )ndia .ongkong 0hanghai %anking =orporation 9td )=)=) %ank 9td )(%) %ank 9td )ndian 3verseas %ank )ndus)nd %ank 9td )ndustrial (evelopment %ank 3f )ndia )N5 Gysya %ank 9td ammu and $ashmir %ank & Morgan =hase %ank $arnataka %ank $arur vysya %ank 9imited $otak Mahindra %ank 9akshmi Gilas %ank MiBuho =orporate %ank 3riental %ank of =ommerce &unjab and 0ind %ank &unjab National %ank Reserve %ank 3f )ndia Ratnakar %ank 0tandard =hartered %ank 0tate %ank 3f )ndia 0tate %ank 3f )ndore 0tate %ank of .yderabad 0tate %ank of &atiala 0tate %ank of Mysore 0tate %ank of Travancore 0tate %ank 3f %ikaner 'nd aipur 0yndicate %ank )ndia 0%) =ommercial and )nternational Tamilnadu Mercantile %ank The Nainital %ank 9td.

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1nion %ank 3f )ndia 1nited %ank of )ndia 1=3 %ank Gijaya %ank /20 %'N$ )ndia

GRO>T3 The growth in the )ndian %anking )ndustry has been more Aualitative than Auantitative and it is e-pected to remain the same in the coming years. %ased on the projections made in the P)ndia Gision !"!"P prepared by the &lanning =ommission and the (raft 1"th &lan6 the report forecasts that the pace of e-pansion in the balance;sheets of banks is likely to decelerate. The total assets of all scheduled commercial banks by end; March !"1" are estimated at Rs 7"6 #"6""" crores. That will comprise about :8 per cent of 5(& at current market prices as compared to :< per cent in !""!;",. %ank assets are e-pected to grow at an annual composite rate of 1,.7 per cent during the rest of the decade as against the growth rate of 1:.< per cent that e-isted between 1##7;#8 and !""!;",. )t is e-pected that there will be large additions to the capital base and reserves on the liability side. The )ndian %anking )ndustry can be categoriBed into non;scheduled banks and scheduled banks. 0cheduled banks constitute of commercial banks and co;operative banks. There are about :<6""" branches of 0cheduled banks spread across )ndia. 's far as the

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present scenario is concerned the %anking )ndustry in )ndia is going through a transitional phase. The &ublic 0ector %anks D&0%sF6 which are the base of the %anking sector in )ndia account for more than <> per cent of the total banking industry assets. 1nfortunately they are burdened with e-cessive Non &erforming assets DN&'sF6 massive manpower and lack of modern technology. 3n the other hand the &rivate 0ector %anks are making tremendous progress. They are leaders in )nternet banking6 mobile banking6 phone banking6 'TMs. 's far as foreign banks are concerned they are likely to succeed in the )ndian %anking )ndustry. )n the )ndian %anking )ndustry some of the &rivate 0ector %anks operating are )(%) %ank6 )N5 Gyasa %ank6 0%) =ommercial and )nternational %ank 9td6 %ank of Rajasthan 9td. and banks from the &ublic 0ector include &unjab National bank6 Gijaya %ank6 1=3 %ank6 3riental %ank6 'llahabad %ank among others. 'NQ 5rindlays %ank6 '%N;'MR3 %ank6 'merican 2-press %ank 9td6 =itibank are some of the foreign banks operating in the )ndian %anking )ndustry.

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 COMPANY PROFILE

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2OMPAN$ PROFILE

2OMPAN$ PROFILE SBI T$PE ; &ublic D%026N02C0%)F H D902C0%)(F FOUNDED; =alcutta6 1>":Das bank of =alcuttaF =orporate centre 3EAD?UARTERS; Madam =ama Road6 Mumbai 7"" "!1 ) KE$<PEOPLE; 0hri. 3m &rakash %hatt6 chairman INDUSTR$; %anking6 )nsurance6 capital markets and allied industries PRODU2TS; 9oans6 credit cards6 savings6 investment6 vehicles6 0%) life DinsuranceF etc. REVENUE; 10M 1!billion D!""#F NET<IN2OME; 10M !.!8 billion D!""#F TOTAL<ASSETS; 10M !",billion D!""#F

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PROFILE
0T'T2 %'N$ 34 )N()' is the largest and oldest bank in )ndia. 0%) provides a wide range of %anking products and services through its vast network in )ndia and 3verseas6 including products aimed at NR)@s. With an asset base of 1!: %illion and its reach6 it is a Regional %anking behemoth. 0%) has laid emphasis on reducing the huge manpower through golden handshake schemes 6 which led to a flight of its best and brightest managers 6 which took to retirement allowances and then went on to become senior managers at new private sector banks and computeriBing its operations. The state bank group with over 1:""" branches has the largest branch network in )ndia. )t has a market share among )ndian commercial bank of about !"? in deposits and advance and 0%) accounts for 1E8th of Nations loans. The state bank of )ndia is !#th most reputable company in the world according to 4orbes.

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NET BANKING IN2OME

The above graph shows the total net banking income of 0%) and other banks like )=)=)6 =anara6 &N%6 %ank of )ndia6 %ank of %aroda6 .(4=6 0td =ht6 =iti bank etc The graph clearly depicts the total income generated through banking services on individual basis The income generated by 0%) is high when compared to others and that of =)T) bank being the lowest

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3ISTOR$
The roots of the state bank of )ndia rest in the first decade of 1#th century6 !"" years back during the %ritish 2ast )ndia =ompany. Wherein the %ank of =alcutta was established on !nd une 1>":. )t was redesigned and renamed as %ank of %engal three years later on !nd anuary 1>"#. )t was 1st joint stock %ank of %ritish )ndia established under the sponsorship of 5overnment of %engal. There were two other 0ubsidiary %anks namely %ank of %ombay established on 1st 'pril 1>7" and %ank of Madras established on 1st uly 1>7,.

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 'll three &residency %anks that dominated the %anking scenario amalgamated as joint stock companies and were the result of the royal characters. These three banks received the e-clusive right to issue paper currency in 1>:1 with the paper currency 'ct6 a right they retained until the formation of Reserve %ank of )ndia. The &residency banks that amalgamated on !<th anuary 1#!1 and the reorganiBed banking entity took as its name )mperial %ank of )ndia. The )mperial %ank of )ndia6 =ontinued to remain a joint stock company. The launch of 1st five year plan of )ndia which aimed at serving )ndian economy in general and rural sector served as turning point in increasing the influence of )mperial %ank of )ndia as )%9 was earlier confined to urban sector only. &ursuant to the provisions of the 0tate %ank of )ndia 'ct D1#88F 6 the Reserve %ank of )ndia6 which is )ndia@s =entral %ank acAuired a controlling interest in the )mperial %ank of )ndia. 'fter the 'ct was passed in the &arliament of )ndia in 1#88 an all )ndia rural credit survey committee kept forth the need for state owned and state sponsored %ank. That led to the establishment of 0tate %ank of )ndia on uly 1#88. )n 1#8# the 5overnment passed the 0%) 'ct enabling it to take over > former state associated banks and its subsidiaries.

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 3n 1,th 0eptember !""> 0tate %ank of 0aurashtra one of its associated banks merged with 0%). 0%) has acAuired local %anks in rescues6 for instance in 1#>8 it acAuired %ank of =ochin in $erala which had 1!" branches. 0%) was the acAuirer has its affiliate 0tate %ank of Travancore already had an e-tensive network in $erala.

ASSO2IATED BANKS
There are : associated banks that fall under 0%) and together these : banks constitute the 0tate %ank group. 'll use the same logo of a blue key hole and all the associates use the 0tate %ank of name followed by the Regional .ead Iuarter name 3riginally the then < banks that became the associated banks belonged to princely states until the 5overnment nationaliBed them in 1#:#. )n tune with first 8 year plan emphasiBing the development of rural )ndia6 the 5overnment integrated these %anks into 0%) to e-pand its rural outreach. There has been a proposal to merge all the associate %anks in 0%) to create a Mega %ank and a streamline its 3perations.

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The first step along these lines occurred in 0eptember !"">.when the state bank of 0aurashtra merged with 0%)6 which reduced the number of state banks from seven to si-. 1. 0tate bank of )ndore !. 0tate bank of %ikaner and aipur ,. 0tate bank of .yderabad 7. 0tate bank of Mysore 8. 0tate bank of &atiala :. 0tate bank of Travancore

GRO>T3
0%) of )ndia has often acted as guarantor to the )ndian government notably during =handhra shekhar@s tenure as &rime minister of )ndia. With more than 11111 branches and a further :8""R associate bank branches6 the 0%) has e-tensive coverage. 0%) has electronically networked all of its branches under core banking system =%0. The bank has one of the largest 'TM network in the region. More than >8"" 'TM@s across )ndia the 0%) has had steady growth over its historyK through it was marred by the .arshad Mehta scam. )n recent years the bank has sought to e-pand its overseas operations

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by buying foreign banks. )t is the only )ndian bank to feature in the top 1"" world banks in the fortune global 8"" rating and other various ranking

STATE BANK OF INDIA () BSE 0e,0e@ o, 8(.5-<200A

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GROUP 2OMPANIES
1. 0%) =apital markets ltd !. 0%) Mutual 4und Da trustF ,. 0%) 4actors and =ommercial 0ervices ltd 7. 0%) (4.) ltd 8. 0%) life insurance company ltd %anc assurance :. 0%) funds management &vt. 9td6 0%) =anada <. 0%) =ards and &ayment 0ervices &vt. ltd

INTERNATIONAL PRESEN2E
Regional office of the 0%) is )ndia@s largest bank. The 5overnment of )ndia is the largest shareholder in 0%). The bank has 8! branches6 agencies or offices in ,! countries. )t has branches of the parent in =olombo6 (haka6 4rankfurt6 .ong $ong6 ohannesburg6 9ondon and 2nvirons6 9os 'ngeles6 Male in the Maldives6 Muscat6 New /ork6 3saka6 0ydney and Tokyo.

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 )t has offshore banking units in the %ahamas %ahrain and 0ingapore with representative offices in %hutan and =ape Town. 0%) operates several foreign subsidiaries or affiliates in 1##" its established an offshore bank 0%) DMauritiusF it has two subsidiaries in North 'merica 0%) =alifornia and 0%) =anada. )n 1#>! the bank established its =alifornia subsidiary which now has < branches6 four in 5reater Toronto area and three in %ritish =olumbia. )n Nigeria it operates as )NM% this bank was established in 1#>1 as the )ndo; Nigerian merged bank and received permission in !""! to commence retail banking. )t now has 8 branches in Nigeria. )n Nepal6 0%) owns 8"? of Nepal 0%) bank which has its branches throughout the country. )n Moscow 0%) owns :"? of commercial bank of )ndia with =anara bank owing the rest. )n )ndonesia it owns <:? of &T bank. The 0%)@s powerful corporate banking formation deploys multiple channels to deliver integrated solutions for all financial challenges faced by the corporate universe.

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 The corporate banking group and the national banking group are the primary delivery channels for corporate banking products. The corporate banking group consists of dedicated strategic business units that cater e-clusively to specific client groups or specialiBe in particular product clusters. 4oremost among these specialiBed groups is the corporate accounts groups focusing on the prime corporate and institutional clients of the country@s biggest business centers. The others are the project finance unit and the leasing unit.

2OMPLETE RANGE OF PRODU2TS AND SERVI2ES

The 0%) offers an e-haustive range of financial products and services that answers any business or market circumstance backed by an assublack e-pertise in customiBing the product to meet the most sensitive specificities of each client and each business conte-t. )t is committed to understanding the finest of their business objectives and engineering solutions to suit them. )ts team of highly skilled and e-perienced product specialists helps to forecast the patters and structures of comple- transaction reAuirements

SBI EDGE
=ommanding unsurpassed respect and legacy in the )ndian financial e-panse the 0%) is committed to offering you financial solutions that e-tract ma-imum value from business and market situations. While the bank is strongly positioned to structure financial packages that anticipate the changing business environment6 its vast network as the world@s largest bank ensures delivery channels of unmatched reach6 both in )ndia and abroad

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71

 THEORETICAL FRAME WORK

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T3EORETI2AL FRAME>ORK
SERVI2E
0ervices marketing is marketing based on relationship and value. )t may be used to market a service or a product. Marketing a service;base business is different from marketing a goods;base business. There are several major differences6 includingC

The buyer purchases are intangible

The service may be based on the reputation of a single person

)tLs more difficult to compare the Auality of similar services

The buyer cannot return the service

The major difference in the education of services marketing versus regular marketing is that apart from the traditional P7 &Ls6P &roduct6 &rice6 &lace6 &romotion6 there are three additional P&LsP consisting of &eople6 &hysical evidence6 and &rocess. 0ervice marketing also includes the servicewomen referring to but not limited to the aesthetic appearance of the business from the outside6 the inside6 and the general appearance of the

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employees themselves. 0ervice Marketing has been relatively gaining ground in the overall spectrum of educational marketing as developed economies move farther away from industrial importance to service oriented economies. What is marketingO Marketing is the flow of goods and services from the producer to consumer. )t is based on relationship and value. )n common parlance it is the distribution and sale of goods and services. Marketing can be differentiated asC

MARKETING OF PRODU2TS MARK"#IN' %$ S"R5I!"S

Marketing includes the services of all those indulged may it be then the wholesaler retailer6 Warehouse keeper6 transport etc. )n this modern age of competition marketing of a product or service plays a key role. )t is estimated that almost 8"? of the price paid for a commodity goes to the marketing of the product in 10. Marketing is now said to be a term which has no particular definition as the definitions change every day. PManaging the evidenceP refers to the act of informing customers that the service encounter has been performed successfully. )t is best done in subtle ways like providing e-amples or descriptions of good and poor service that can be used as a basis of comparison. The underlying rationale is that a customer might not appreciate the full worth of the service if they do not have a good benchmark for comparisons. .owever6 it is worth remembering that many of the concepts6 as well as many of the specific techniAues6 will work eAually well whether they are directed at products or

77

services. )n particular6 developing a marketing strategy is much the same for products and services6 in that it involves selecting target markets and formulating a marketing mi-. Theodore 9evitt suggested that Pinstead of talking of LgoodsL and of LservicesL6 it is better to talk of LtangiblesL and Lintangibles@ *9evitt also went on to suggest that marketing a physical product is often more concerned with intangible aspects DfreAuently the Sproduct serviceL elements of the total packageF than with its physical . sales after service is very important in service sector. properties. =harles Revson made a famous comment regarding the business of Revlon )nc.C S)n the factory we make cosmetics. )n the store we sell hope.L 'rguably6 service industry marketing merely approaches the problems from the opposite end of the same spectrumT,U. ' service is the diametrically opposed non;material counter piece of physical good. ' service provision comprises a seAuence of activities that does not result in ownership of the outcome6 and this is what fundamentally differentiates it from furnishing someone with physical goods. The generic clear;cut complete and concise definition of the service term reads as follows ' service is a set of singular and perishable benefits delivered from the accountable service provider6 mostly in close co;action with his service suppliers 5enerated by functions of technical systems and by distinct activities of individuals resp

23ARA2TERISTI2S OF SERVI2ES
Theodore 9evitt suggested that instead of talking of goods and services it is better to talk of tangible and intangible a service has following characteristics

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LA2K OF O>NERS3IP
/ou cannot own and store a service like you can store a product. 0ervices are used or hired for a period of time.

INTANGIBILIT$
/ou cannot hold or touch a service unlike a product. 0ervice are intangible and insubstantial. They cannot be touched6 gripped6 handled6 smelled6 tasted or heard. Thus6 there is neither potential nor need for transport6 storage or stocking of services

INSEPARABILIT$
0ervices cannot be separated from the service providers. 0ervice is produced at or near the point of purchased. The service provider is indispensable for service delivery as he must promptly generate and render the service to the reAuesting service service customer. )n many cases the service delivery is e-ecuted automatically but the service provider must preparatory assign resources and systems and actively keeps up appropriate service delivery readiness and capabilities.

PERIS3IBILIT$
0ervices last a specific time and cannot be stored like product. 0ervices are perishable in two regards. The service relevant resources6 processes and systems are assigned for service delivery during a definite period in time. )f the designated or

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scheduled service customer does not reAuest and consume the service during this period6 the service cannot be performed for him.

3ETEROGENEIT$
)t is very difficult to make each service e-perience identical. 0ame kind of service provided at different time6 place and people are heterogeneous. 2ach service is uniAue. )t is one time generated rendered and consumed and can never be e-actly repeated as the point in time =harles Revson made of famous comment regarding the business of Revlon *in the factory we make cosmetics in store we sell hope. 0ervice industry marketing merely approaches the problems from the opposite end of the same spectrum. 0ervice sector is tremendously growing in )ndia accounting to large amounts of revenue service sector includes banking services6 insurance services6 hospitality6 medical services6 tourism and transport etc.

SERVI2E MARKETING
0ervice marketing is marketing based on relationship and value )t may be used to market a service or a product Marketing a service base business is different from marketing a goods;base business. There are several major differences including 1. The buyer purchases are intangible !. The service may be based on the reputation of the single person ,. )t@s more difficult to compare the Auality of similar services

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SERVI2E MARKETING MIBCEBTENDED MARKETING MIB

.aving discussed the characteristics of a service6 let us now look at the marketing mi- of a service. The service marketing mi- comprises off the <@p@s. These includeC V &roduct V &rice V &lace V &romotion V &eople V &rocess V &hysical evidence.

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PRODU2T
' tangible object or an intangible service that is mass produced or manufactured on a large scale with a specific volume of units. )ntangible products are often service based like the tourism industry H the hotel industry or codes;based products like cellphone load and credits. Typical e-amples of a mass produced tangible object are the motor car and the disposable raBor. ' less obvious but ubiAuitous mass produced service is a computer operating system.

PRI2E
The price is the amount a customer pays for the product. )t is determined by a number of factors including market share6 competition6 material costs6 product identity and the customerLs perceived value of the product. The business may increase or decrease the price of product if other stores have the same product.

PLA2E
&lace represents the location where a product can be purchased. )t is often referred to as the distribution channel. )t can include any physical store as well as virtual stores on the )nternet.

PROMOTION
)t represents all of the communications that a marketer may use in the marketplace. &romotion has four distinct elements ; advertising6 public relations6 word of mouth and point of sale. ' certain amount of crossover occurs when promotion uses the four principal elements together6 which is common in film promotion. 'dvertising covers any

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communication that is paid for6 from cinema commercials6 radio and )nternet adverts through print media and billboards. &ublic relations are where the communication is not directly paid for and includes press releases6 sponsorship deals6 e-hibitions6 conferences6 seminars or trade fairs and events. Word of mouth is any apparently informal communication about the product by ordinary individuals6 satisfied customers or people specifically engaged to create word of mouth momentum. 0ales staff often plays an important role in word of mouth and &ublic Relations Dsee &roduct aboveF. &ackaging also needs to be taken into consideration. %roadly defined6 optimiBing the marketing mi- is the primary responsibility of marketing. %y offering the product with the right combination of the four &s marketers can improve their results and marketing effectiveness. Making small changes in the marketing mi- is typically considered to be a tactical change. arm %ains says Making large changes in any of the four &s can be considered strategic. 4or e-ample6 a large change in the price6 say from M1#."" to M,#."" would be considered a strategic change in the position of the product. .owever a change of M1," to M1!#.## would be considered a tactical change6 potentially related to a promotional offer. The term Lmarketing mi-L however6 does not imply that the 7& elements represent options. They are not trade;offs but are fundamental marketing issues that always need to be addressed. They are the fundamental actions that marketing reAuires whether determined e-plicitly or by default.

PEOPLE

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'n essential ingredient to any service provision is the use of appropriate staff and people. Recruiting the right staff and training them appropriately in the delivery of their service is essential if the organisation wants to obtain a form of competitive advantage. =onsumers make judgments and deliver perceptions of the service based on the employees they interact with. 0taff should have the appropriate interpersonal skills6 aptititude6 and service knowledge to provide the service that consumers are paying for. Many %ritish organisations aim to apply for the )nvestors )n &eople accreditation6 which tells consumers that staff are taken care off by the company and they are trained to certain standards.

PRO2ESS
Refers to the systems used to assist the organisation in delivering the service. )magine you walk into %urger $ing and you order a Whopper Meal and you get it delivered within ! minutes. What was the process that allowed you to obtain an efficient service deliveryO %anks that send out =redit =ards automatically when their customers old one has e-pired again reAuire an efficient process to identify e-piry dates and renewal. 'n efficient service that replaces old credit cards will foster consumer loyalty and confidence in the company.

P3$SI2AL EVIDEN2E
Where is the service being deliveredO &hysical 2vidence is the element of the service mi- which allows the consumer again to make judgments on the organisation. )f you walk into a restaurant your e-pectations are of a clean6 friendly environment. 3n an aircraft if you travel first class you e-pect enough room to be able to lay downW &hysical evidence is an essential ingredient of the service mi-6 consumers will make

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perceptions based on their sight of the service provision which will have an impact on the organiBations perceptual plan of the service.

TO SUMMARI=E SERVI2E MARKETING LOOKS AT;

The =haracteristics of a service that areC D1F 9ack of ownership D!F )ntangibility D,F )nseparability D7F &erishability D8F .eterogeneity. The 0ervice marketing mi- involves analyBing the <@p of marketing involving6 &roduct6 &rice6 &lace6 &romotion6 &hysical 2vidence6 &rocess and &eople.

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To certain e-tent managing services are more complicated then managing products6 products can be standardised6 to standardise a service is far more difficult as there are more input factors i.e. people6 physical evidence6 process to manage then with a product. 4our =s The 4our &s is also being replaced by the 4our =s model6 consisting of =onsumer6 =ost6 =onvenience6 =ommunication. The 4our =s model is more consumer;oriented and fits better in the movement from mass marketing to niche marketing.T1UT!U The product part of the 4our &s model is replaced by consumer or consumer models6 shifting the focus to satisfying the consumer. 'nother = replacement for &roduct is =apability. %y defining offerings as individual capabilities that when combined and focused to a specific industry6 creates a custom solution rather than pigeon;holing a customer into a product. &ricing is replaced by cost6 reflecting the reality of the total cost of ownership. Many factors affect cost6 including but not limited to the customers cost to change or implement the new product or service and the customers cost for not selecting a competitors capability. &lacement is replaced by the convenience function. With the rise of internet and hybrid models of purchasing6 place is no longer relevant. =onvenience takes into account the ease to buy a product6 find a product6 find information about a product6 and several other considerations. 4inally6 the promotions feature is replaced by communication. =ommunications represents a broader focus than simply promotions. =ommunications can include advertising6 public relations6 personal selling6 viral advertising6 and any form of communication between the firm and the consumer.

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MARKET SEGMENTATION SERVI2ES

Market 0egmentation 0ervices is a full service research firm specialiBing in Market 0egmentation 0tudies for consumer6 business6 and health care markets. Market 0egmentation 0ervices provides fresh6 perspectives for increased customer identification6 selection6 profitability6 and retention. 3ur integrated approach to brand intelligence combines the best of Aualitative methods6 and advanced Auantitative analytics to provide you with actionable real world results that can be used to add customer value across your entire enterprise.

1. !. ,.

WeLll help you find answers to the tough AuestionsC What are your customersL needs6 wants6 and motivationsO Who are your most and least profitable customersO

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7. 8. :. <. >. #. 1". 11.

Where are the best opportunitiesO What are your customersL hidden or untapped needsO What Market 0egmentation 0ervices can do for your companyC We help you respond to competitive challenges in the marketplace We can help you identify your most profitable and least profitable customers. We can help you position your brand to leverage your strengths. WeLll help you identify the ways to differentiate your products. Why 0egment your MarketO =onsumer diversity is rapidly increasing and firms are seeking to differentiate their

products relative to competitors. When the focus is specifically on the desires and needs of a niche group6 there is a greater probability that the companyLs marketing can match the needs of that group. Target marketing and market segmentation allows firms to focus their resources more effectively6 and with a greater chance of success. The purpose of market segmentation is to focus on the subset of prospects that have the greatest potential of becoming customers. When segmentation is done correctly6 it helps you realiBe the highest return for your marketing e-penditures. Market segmentation is a proven way of improving profitability. %y focusing your offerings to different groups6 you are better able more precisely to meet their needs and gain higher market share and profits. =ompanies who segment their markets match their strengths and offerings to the groups of customers most likely to respond to them6 %y selecting and focusing on some segments to the e-clusion of others6 marketing can be specifically created to fit those

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customers. The 0egmentation &rocess )mplementing a segmentation strategy has three componentsC )dentifying the market segments Targeting desirable segments to focus on6 and &ositioning your organiBation to take advantage of those choices.

SERVI2ES OFFERED B$ SBI L%AN S"R5I!"S !. 3OUSING LOANS

0%) provides e-traordinary housing loan facilities for individuals who dream to own a house 0%) has many varied housing loan services characteriBed according to market segmentation 9oans up to Rs. !" lacs e-c 0taff .96 Repairing Rs 1 lakh in RE01 and Rs ! lakhs in 1rban areas come under &riority 0ector %ulk %usinessC more than !8 applicants with check off.

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 &re;2M) )nterest addressed suitably so that actual outstanding will always remain within for this .9 is granted obtaining suitable security 2ligibility =riteria )ndividuals 1> to <" yrs of age with steady income6 including 'griculturists. ! loans can be given to an individual if he has the capacity to repay 4or purchase of landE repairs6 etc.6 ma- loan is Rs.1" lakhs. 'ge criteria since withdrawn. 'mount of loan now decided on 2M)E NM) R'T)3 1p to Rs ! lacs X 7"?6 Rs !;8 lakhs; 8"? Rs 'bove Rs 8 lacs X 88?

SBI S3OPPE PLUS

4irst T9 for construction of residential house. 0econd T9 for purchase of 4urniture6 =omputers6 %ooks6 2Auipment for (octorDsF etc are provided under this scheme. 2ligibility criteria6 amt of loan6 R3)6 margin6 documentation etc are as applicable to &ublic .ousing 9oan and other loan services

LOAN FOR NRI

)f loan is for purchase of land or for repairs6 etc.6 ma-. 9oan is Rs.!" lakhs. Ma-. 'mt for consumer durablesC 1"? of &roject cost. Margin ; 0ame as in .ousing 9oan e-cept purchase of land 18?

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 Repayment Y 78 yrs ma- !" yrs6 Z 78 yrs ma- 18 yrs D0ubject to liAuidation of loan by :" yrs or retirementF. Moratorium !7 mE ! m after completion which is early. Repayment by abroad fundE NR2 aEcs in )ndiaE or by aEc of relatives. &(= obtained. 's in .ousing 9oan =omprehensive insurance for the full value in joint names of %ank and %orrower. Take 3ver from other banks allowed.

RURAL 3OUSING S23EME

=overs rural areas H towns where population does not e-ceed 8"""" E'&g&*&'&)+; 'ny individual to construct new house or for repairs or addl. =onstruction in rural area. 'mountC Ma- amount of Rs.1" lacs for house Rs.1 lac for repairs is provided under this scheme. MarginC 1F!"?;Y!"""" !F!8?;Z!"""" to 8"""" ,F,"? ; Z8"""" H up to Rs.1 lac 7F,8? ; Z Rs.1 lac The amount provided is not valid for buying an e-isting old house RepaymentC 18 years

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SBI<FREEDOMD 3OME LOANS

)ntroduced to e-tend value added option to meet the latent needs of the niche customer group comprising .N)s6 'ffluent6 NR)s6 .ighly paid e-ecutives6 leading pro %ackgroundC )n wake of enhanced )T incentives S7e5&(' Fe()6.e0; 1. Waiver of mortgage of the property financed. !.9oan amount to the e-tent of #"? of the security incl accrued interest6 subject to ma- 1""? ofN) H Mass 'ffluent borrowers are keen to avail .9 to the ma- e-tent to draw optimal )T %enefit. ,.To meet the latent needs and tap the business potential emanating from high societies with bright prospects to tap their deposits and opportunity to cross sell other products6 margin. Re7(+8e,); Normal repayment as in regular .96 subject to renewal of the securities Repayment of the loan out of the proceeds of the securities offered6 as and when they mature. %orrowers need to pay monthly interest. ,. 'greement to mortgage to be obtained to further strengthens the securities.

2.VE3I2LE<LOANS
0%) ='R 93'N 0=.2M2 Dfor New GehicleF P6.7o0e; T9s for purchase of new passenger cars6 Multi 1tility Gehicle DM1GsF and 01Gs.%asic aim to introduce this scheme is to accelerate the demand of cars and improve weak consumer sentiments )nterest rate C interest rates are freeBed at 1"? E'&g&*&'&)+; 1. 'ge !1 X :8 years Dfor sanction of loanF6 may be e-tended Z :8 yrs if sufficient regular income6 repayment within <" yrs of age6 &ermanent 2mployee6

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&rofessionals H 0elf 2mployees D)T Return reAuiredF6 'griculturists DNo )T ReturnF6 Multinational 2-ecutives !. 0alariedC N') Rs 1""""" H 'bove. )f NM) is Z Rs 1" lacs Lo(, A8o6,); ma- amount is 18 lakhs No ceiling in loan amount ma- ," NM) or !.8 N')6 2M)ENM) ? should not e-ceed 8"? D:"? in case of tie;ups with reputed institutesF. Wherever6 the income of the spouse6 father6 mother6 brother6 sister is included and the person joins as co;borrower instead of 5uarantor. M(.g&,; 1niform margin 18? on road price Dmay be reduced to 1"? where check off from reputed employer Re7(+8e,); Within < years D0alariedF6 8 yrs D0elf;emp or &rofessionalsF in suitable monthlyE Auarterly eAuated installments. Repayment of loan can be done through aEc of person in whose name vehicle is registered or through aEc with joint names of borrowers P'(5e o% Lo(,; 9oan can be availed at place of permanent residence or work. Gerification of asset by the office at the center at Rs ,8" as an inspection fee. Se&E6.e o% /e-&5'e; Whenever cheAue is dishonored or an installment due remains unpaid for the first time6 it should be immediately brought to the notice of the %orrower. I,)e.e0); )t depends upon the periodicity and 'mount of loan;wise.. =oncession in )ntC ".!8? in case of &lus scheme and also to loan under =heck;off. (5M may reduce upto ".8? to 0r 2-ecutives H on 4estival occasions R'=&= onlyF De-cept vehicles financed to staffF X Rs <8"E loan upto Rs , lacs6 Rs 1"""E loan Z Rs , lacs . &ayment at %ranches X 1? to 1.8? on amt

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Repayment within < years from original purchase. Reimbursement of costs of unencumbered vehicle can also be considered. 0taff =ar 9oanC )t includes IuantumC Ma- Rs. 7.8" lacs D=lerkF6 Rs. < lacs

D3fficers M50;1 to T250;!F6 Rs. 1" lacs DM(F6 Rs. 18 lacs D=hairmanF. )nterestC <? p.a.. 0imple. MarginC 1"?. RepaymentC 1>" months D1,! for &rincipal6 7> for )nterestF

NRI F 2AR LOAN S23EME@

&urposeCTo enhance product offerings to NR) =ustomers and result in improving 'uto 9oans portfolio. 1nder this scheme6 NR) will be 5uarantor and NR)@s nominee will be principal applicant. E'&g&*&'&)+; 4or %orrowers H 5uarantor X 'ge !1 X :8 yrs6 9oan to paid before 5uarantor turns :8. Fo. Bo..oGe.0; Resident )ndian related to NR) X )ndividual6 'gl6 &rofessional6 0elf 2mployed6 &arent of NR) receiving pension or inward remittance from NR)6 &hysically fit with driving license or capable to engage driver. 4or 5uarantor DNR)F X .aving valid )ndian &assport6 0teady source of )ncome6 2mployed abroad for ! yrs6 with valid job contract6 NR) aEc with us for 1! months with avg balance of Rs 8"""" or new aEc with Z 10( 8"""6 &ower of 'ttorney 9oan 'mountC 4or %orrower X Ma- 1> times DNo ceilingF6 4or 5uarantor X. 4or New vehicle6 no ceiling in loan. 2M)E NM) ratio Y 8"?. MarginC 7"?.

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RepaymentC Within 8 yrs from original sale. )nterestC applicable amount H period wise

S2OOM (T>O >3EELERS LOAN#

E'&g&*&'&)+; 'ge !1;:" yrs6 min NM) Rs.:!8" or N') <8""" for normal bikes6 NM) 8"""E N') :"""" for battery ! wheelers H Mopeds Lo(, (8o6,); Ma- : times NM) for salaried6 .alf of N') for others. 4or Teacher 1" NM) Ma-. of 1! months@ pension with a ceiling of Rs.1""6""".4or 4amily &ensioners; Ma-. # times of pension or 8""""E;

". SPE2IAL LOAN S23EMES

SBI LOANS TO PENSIONERS P6.7o0e; to meet personal e-penses 'll 5ovt.E0%) &ensioners whose pension aEcs are maintained E'&g&*&'&)+; &ensioners@ age not to be over <!. 4or 4amily &ensioner ma- age :8 yrs Repayment :" 2Ms) for age Y <" yrs6 7> 2M)s for age <";<! yrs. 4or 4amily pensioner X 2M) !8?Y net pension drawn. Repayment X ,: months

9AI 9A>AN PENSION LOAN( Fo. $o6,g De%e,5e Pe.0o,,e'#

P6.7o0e; 1FTo meet personal e-penses of young (efense pensioners6 who do not have any means of livelihood other than pension6 they find it difficult to meet their emergent financial needs or spend on setting up a small venture to supplement their

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income. !F To meet the personal e-penses of young defence pensioners beyond the e-isting &ersonal loan ceiling of Rs 1."" lac. E'&g&*&'&)+; 1pto 8" yrs of age Lo(, A8o6,); 7> times of net monthly pensions6 subject to ma- Rs ! lacs H 2M)ENM) not to e-ceed 7"?. MARGIN; NIL 5uaranteesC T&5 of spouse eligible for family pension or of any family member or third party good for amount. No guarantee if loan Y Rs !8""". RepaymentC Ma- >7 months. i. )nclusion of a wider target group6

MA3ILA S3AKTI S23EME

RationaleC i. To broaden our customer base6 ii. &ursuant to the recommendations of National =om for Women DNW=F to assist women of lesser economic strata. 2ligibilityC 2arning women and .ousewives incl single mothers6 widows6 deserted women with family income upto Rs !"""" p.m. &urposeC 5eneral X medical6 travel6 family functions6 home renovations6 children@s e-penses etc. 9oan 'mountC 4or 2arning Women X Min Rs 1"""" Ma- 1> NM)s or Rs 1 lac6 4or .ousewives X 1pto Rs 8"""" depending upon repayment capacity of borrowerE guarantor with 2M)ENM) upto 88?6

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RepaymentC :" months. MarginC N)9

FESTIVAL LOAN S23EME

43R &1 2mployees with min. ! yrs serviceK 0elf employed with min. , yrs standingK &ersons with regular source of income 9oan upto Rs.1 lac to individuals who are either employees and provide check off facility or are well established self;employed (isbursement is by credit to account. RepaymentC 1! 2M)sK No penalty for prepayment

SBI EAS$ TRAVEL LOAN

M&, I,5o8e; 2mpE&ensioner Rs :"""6 0elf 2mp N') :""""E Lo(,; Min !7""" Ma- 1! NM) for 0alE&ensioners others 1 N') ma- Rs. 8 lacs for : Metros6 Rs !.8 lacs for other centres 9oan to any legitimate traveler to travel in )ndia H 'broad to cover travel cost6 hotel stay6 other e-penses 9oan amount depends upon the income of customer and the place of travel )nterest rates are same as valid for other schemes Repayment is within 7> months

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. EDU2ATION LOANS
SBI " U!A#I%N 6LUS &ersonal loan for distance education H part;time courses R()&o,('e0C O*4e5)&/e0; &rovision of financial assistance to employed persons for pursuing part timeE (istance 2ducation courses for career development. E'&g&*'e 5o6.0e0; (istance 2ducation H &art Time =ourses D2veningF for (iplomaE(egreeE&5 conducted by 15=E 5ovtE')=T2E')%M0E)=MRE)5N31 etc. E'&g&*&'&)+; &ermanent employee of 0tateE =entralE&01sEReputed )nstitutes with min ! yrs service and has secured seat. =onsent letter from the employer for pursuing proposed course. 'geC %elow 78 yrs. 'mount of 9oanC 18 NM)s6 ma- Rs 1 lac min Rs !8""". MarginC 1"? )nterest; ".!8? above 0%'R. RepaymentC :" 2M)s. No penalty on early repayment.

2AREER PLANNER LOAN;

P6.7o0e; 'ny educational purpose.

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Lo(, A8o6,); 4or earning women; Min Rs 1"""" Ma- ,"NM)s or Rs , lacs6 2M)ENM) upto 88?6 .ousewives; Rs 1 lac6 2M)ENM) 88?6 &eriodical disbursement on progress of the course Re7(+8e,); ,:;:" m. MarginC Y Rs 1 lac N)96 Z Rs 1 lac 8?.. SBI 2AREER LOAN R()&o,('e; ' fully collaterallised scheme to finance individuals who opt for training to acAuire skills needed to join a jobE profession. DNot covered under 2ducation loan schemeF. E'&g&*&'&)+; )ndividuals who undertake a (5=' approved course for trainingE skill development for joining as =ommercial &ilotE 'irhostess. Age; Min 1> yrs D'pplicantF6 Ma- :" yrs D=o;borrowerF 9oan 'mountC Ma- Rs !" lacs. Re7(+8e,); ,: 2M)s from one year after completion. MarginC 1"? D9)=6 $G&6 N0=6 4(6 %ondsF6 !"? D2MF.

SBI S23OLAR EDU2ATION LOAN<

9oans to deserving meritorious students for full time courses in )ndia at select premier H reputed institutes

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0tudents should be an )ndian national H have secured admission to full time professionalEtechnical courses through 2ntrance TestE 0election process 2-penses covered X 4ees D.ostel6 e-am6 lab6 tution etc.F6 cost of books6 eAuipments6 uniforms6 computersK caution money6 travel e-p for abroad. 9oan 'mount ; Need based6 Ma-imum Rs.18 lacs sanctioned as T9. Margin ; Y Rs 7 lacs Nil6 Z 7 lacs 8?K year to year basisK incl 0+ship.

NURSING PLUS
0pecial loan scheme for students pursuing nursing 0tudents undertaking graduateE &5 course in nursing approved by )ndian Nursing =ouncil 'ppro-imate fee C Rs. !.8"; , lacs Dincl board. H lodgingF for 7 yrs %.0c. =ourse6 Rs. 1.!8 lacs for ! yrs M.0c deg. 3ther criteria are as applicable in normal education loan mentioned above

SBI VIS3ES3
' product for Mass 'ffluent gives variety of value added services H special privileges in order to ensure proper recognition of the underlying relationship. 2ligibility X 1. (epositors having deposit of Rs 8 lacs H above *3r+ !. .ome 9oan %orrowers with a minimum limit of Rs. 1" lacs and above and having a deposit of Rs. !

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lacs and more *3r+ ,. =ar 9oan borrower with a limit of Rs. 8 lacs and above and having deposit of Rs ! lacs and more *3r+ 7. 0alary Z Rs 1."" lac under =orporate 0alary 'Ec 0pecial 3ffersC 1. 4ree remittance and collection of cheAues Y Rs !8""" per instance H , times per month !. )mmediate credit of cheAues within an overall limit of Rs 8""""E; ,. Waiver of processing charge on fresh & seg loans 7. &re;approved & 0eg .ome loans linked to repayment capacity 8. 2-tended %usiness .ours by additional [ hr e-cept at > to > %ranches :. &riority allotment of 9ockers and !8? rebate on rentals6 <. 8"? rebate on demats account charges >. 0pecial 'TM;cum;(ebit &hoto card with higher withdrawal limit #. 4ree subscription of Iuarterly News letter to keep them abreast of various developments in bank incl new schemesE other offers 1". 4ree (oor step banking for delivery of (raftsE =heAue %ooksE 0tatement of 'Ecs 11. %enefits in 0%) M46 0%) 9ife and 0%) =ards6 1!. 4aster processing of loan through R'=&=

H. AGRI2ULTURAL LOAN SERVI2ES KISAN !R" I# !AR

Introduced for A'L credit ;To provide adeAuate and timely support to the farmers for their consumption H term production credit needs for cultivation of crops6 purchase of inputs etc.6 in a fle-ible and cost effective manner.

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2ligibilityC 2-isting borrower;farmers having good track record for the last ! yrs and who reAuire production credit limit of Rs. ,"""E; H above. )f satisfied6 %M may e-tend the facility to new credit;worthy borrower also. 9imit is fi-ed on the basis of the operational land holding6 cropping pattern H scale of finance. . The credit card;cum;passbook issued for , years subject to an annual review. =ash (isbursal allowed to the full e-tent of credit limit. Repayment coincides with the harvest and sale of crops and is fi-ed while fi-ing ( &. =heAue %ook facility for Z Rs !8"""E; 'TM facility now available.

KISAN GOLD 2ARD

4acility X 'gl. Term 9oan. )t is general purpose loan Dpurchase of agl implements6 land development6 bullock carts6 repairing etcF incl. =onsumption needs. 2ligibilityC 4armers irrespective of land holding with e-cellent repayment record for last ! yrsE closed aEcs without defaultE New with siBeable deposits in last ! yrsE 5ood credit;worthy borrowers. Margin and interestC 4arm reAuirement; 1"? =onsumption reA. Xrestricted to ,"? of overall limit. >"? of limit can be utiliBed for purchase of Tractor and accessories. R3) X 's applicable to 'T9 (isbursal in installment as H when needed.

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GENERAL 2REDIT 2ARD

O*4e5)&/e; To provide hassle;free credit based on cash flow assessment without insistence on security6 purpose and end;use of the funds. E'&g&*&'&)+; Z , years banking with siBeable deposit or 0' loan aEc N()6.e o% %(5&'&)+; Revolving =redit6 draw cash from specified br upto limit. A8o6,); %ased on )ncome H cash flow of entire household ma- !"? of eligible production loan limitE or !"? of annual income or Rs !8""" whichever is less. I,)e.e0); !? above 0%'R with monthly rest in case of applicant with monthly source of income. !? penalty on delayed payment Re7(+8e,); =ash =redit nature6 however outstanding may be paid in full or min !"? in monthlyE AuarterlyE half yearlyE yearly interval.

S2ORING MODEL FOR TRA2TOR LOAN

4eatures of 0coring ModelC 1. 0imple H timesaving6 removing the subjectivity in the appraisal. !. &rovision for different margin6 security6 interest etc based on marks secured. ,. Risks D1"" marksF grouped under two X %orrower Risk D8:F and Transaction Risk D77F. 7. %ranch N&' ? in tractor loans is to be factored for arriving at the final score. 8. .urdle rate is 7". :. Tractor financing done only under 0coring model and not under $5=.

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E'&g&*&'&)+; 'griculturists D)ndividual or jointF6 &ersons offerings N0=6 $G&6 9)=6 T(s to cover Z :"? of loan6 are treated as JGery 9ow Risk and .ighly 0ecure@. 5old may also be obtained as 0ecurity with =ontrollers@ permission. ?6(,)68 o% Lo(,; )nvoice value of Tractor less margin stipulated as per scoring model. 4or Repair X 1? of &roject =ost. Registration H )nsurance ma- Rs 18"""E;. M(.g&,; 0core of > under item no 1 of Transaction risk X 8?6 :" and above X 8?6 %etween 8" to 8# X (0=R D1.<8F6 Margin D1"?F6 %elow 7# X (0=R D!.""F6 Margin X !"?. D&0*6.0e8e,); 9oan amount R Margin money to be paid to dealers against the invoice. I,06.(,5e; =omprehensive insurance of assets purchased6 may be waived o reAuest of the borrower on prescribed format. Third &arty )nsurance is must.

FINAN2ING PO>ER TILLERS

E'&g&*&'&)+; 4armers or a group of not more than , farmers owning ! acres of perennially irrigated land. 4armers with lesser land may also be obtained if X (0=R Z 1.<86 )ncome from =ustom hiring adeAuate6 farmers adopting intensive cultivation practices. Lo(, A8o6,); 's per )nvoice less margin. Re7(+8e,); # years with 1 yr as gestation period.

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I,06.(,5e; 5eneral insurance of machinery financed. =omprehensive insurance where registration of trailer with RT' is necessary. )nsurance may be waived on reAuest of borrower on specific format.

S23EME FOR FINAN2ING SEED PRO2ESSORS

E'&g&*&'&)+; 1nit with good reputation H credit worthiness. .olding valid license from concerned 0tate (ept of )ndustries for installation of seed processing plants. Galid certificate from 0eed =ertification (ept. (oing business for last , yrs. .aving receivables from the farmers and posted profit in last ! years of operation. Lo(, A8o6,); Need based '== limit min Rs ! lacs6 without upper ceiling. )nterestC 1? Y 0%'R for limit Rs ! X !8 lacs6 'bove Rs !8 lacs M(.g&,; 7"? of value of receivables. Re7(+8e,); Within ma-imum period of : months for each crop season i.e. Rabi H $harif.

GRAMIN B3ANDARAN $O9ANA <

To =reate scientific storage capacity in rural areas for storing farm produce6 prevent distress sale6 promote pledge financing H marketing credit6 introduce a national system of warehouse receipts in agl commodities. &roprietary H &artnership firms =o;operatives6 =ompanies6 '&M=6 'gro )ndustrial =orpn. N53s6 5roup of farmers6 0.5 )ndividuals6 Market %oard etc. N'%'R( e-tended this scheme up to end of 1"th 8 yr plan;

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9oan available on capital cost of godown only6 %ank may finance to consumer shops6 agri;clinics6 packaging6 ware;housing etc6 but no subsidyK Repayment depending upon =ash flow6 ordinarily 11 yrs incl. 1 yr grace period.

I. LAND PUR23ASE S23EME FOR SMALL AND MARGINAL FARMERS.

P6.7o0e; To enable smallE marginal farmers to consolidate their viability in their operations H development of waste H fallow land holdings to attain economic consolidations. 4armers6 tenants and sharecroppers having !;hect unirrig. 3r 1 hect. )rrigated land in own name H landless labourers provided they are e-isting borrower of atleast ! yrs good record. M(@; Rs. 8 lacs as 'T9 e-cl dev charges )nvestment on land devE irrg facility X ma-. 8"? of cost. =rop loans by '==E $== to be sanctioned to meet crop cultivation e-penses. Min. 18? of total investment cost. Re7(+8e,) &, M(@. #;1" yrs after e-piry of gestation period. )nstallments fi-ed on harvestingE marketing of crops

8. SPE2IAL SERVI2ES FOR POVERT$ ERADI2ATION

050/ X 0W'RN '/'NT) 5R'M 0W'R3 5'R /3 N'. 9aunched on "1."7.##6 )t helped eradication of &overty .77? poverty came down to !:.1"? in !$;"1.

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&urpose CTo bring the poor family above poverty line by ensuring sustained level of income over a period of time.D)n , yrsZRs!""" pm To organiBe rural people into 0.5s by the process of social mobiliBation. To train income generating assets. Rural poor incl. 046 9andless la;bourer6 Rural 'rtisan6 (isabled 4amilies in %&9 list prepared by 5ram 0abha with %lock6 %ank H 0arpanch and approved by (ist. 050/ committee. TargetsC 0=E0T 8"?6 Women 7"?6 (isabled ,? 0294 .29& 5R31&0

S23EME FOR SELF 3ELP GROUPS

&rof Md. /unusD1#<:F e-perimented the concept in %angladesh. $allia =ommittee recommended6 N53 adopted in 1#><;>>6 N'%'R( H 0%) implemented in #1;#! H #:;#< respectively =oncept based on T.R)4T6 =R2()T H 0294 .29&. Rural poor have the potential to save small amounts and inherent Auality of helping thru mutual trust H active (efinition;0.5 is a small6 homogenous affinity group of rural poor comprising 'gl lab.6 small H marginal farmers H micro;enterprises6 which is voluntarily formed. )t can be formal or informal. Members save H contribute to a comm.;on fund from which small loans are met to the needy members as per group decision

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'gency involved in 0.5 Movement X a. N'%'R(; &olicy support6 refinance and training6 b. %anks; =redit support6 c. N53s.; &romotion6 nurturing and linkage of groups with banks6 financial intermediation6 training to 0.5 members H functionaries d. TR')N)N5 )N0T)T1T2 X =onducting training prog for their staff H undertaking studies. 'mount of 9oan; Ma-. 7 times of 0.5 4und. 4und incl. 0avings6 penalty6

donations6 interest6 loan6 and other income.2-emption of collaterals; Rs 8 lacs DindustryF H 1 lac D0erviceH%usF )nterest; 's applicable in '59 segment6 R3) 1? less when financed to N53 Dwho may charge ma-. 1.8?RF

A. SERVI2ES FOR DO2TORS

(3=T3R DRF &910 0=.2M2 &urposeCWith a view to meet the growing e-pectations of the medical practitioners for buying eAuipments ;&romoters should min. M%%0E %'M0E 5'M0E %(0E %.M0 H registered practitioners Ma- repayment < yrs with moratorium 1! months (isbursementC Multiple within !7 months from the date of sanction as per schedule.

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Rate of )nterestC %ased on scoring model

SBI SIEMENS MEDI2AL E?UIPMENT PLUS

P6.7o0e;To purchase medical eAuipment. &ros;pective buyers identified by 0iemens from doctors in private practice6 nursing homes6 hospitals6 diagnostic centres preferably banking with 0%) Type of facility X Term 9oan 'mount of 9oan X 0iemens 2Auipment ranges between 1" lacs ;1" crs. 1nder the tie;up arrangement6 all loans upto Rs !8 lacs will be covered under (octor R 0cheme. &rovision of 8? contingencies. 1nder 0%4 C 9oans to non;medical practitioner upto Rs. !" lacsK 9oans to medical practitioners with borrowings Y 1" lacs in urban or metro and Rs. 18 lacs in Rural or 0emi; urban .1nder = H ) C 9oans Z Rs. !8 lacs. M'R5)N C !"? R3) C 's per (octorR 0cheme. Repayment C 8 to > years including moratorium period not e-ceeding 1 year.

STREE S3AKTI PA2KAGE S23EME (SME BUSINESS# F

)ntroduced in 1#>> to promote entrepreneurship among women Women enterprise X 81? of capital of women and business managed by women. )t is obligatory for entrepreneurs to undergo 2ntrepreneur (evelopment &rogramme D2(&F conducted by %ankE 5ovt. D)t may be waived to those who have reAuired e-perienceE Aualifications in the field of activity. 1nder the package X =oncessions in margin 8? lower than usual in case

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of Retail Traders6 %usiness 2nterprises6 &rofessionals H 00). ".8"? concession in interest on loan above Rs 8"""" to Rs !lacs for %usiness enterprises6 &rivate Retail Traders H Rs !8 lacs to others women entrepreneurs. )nterest =oncessions may be e-tended to Working =apitalE T9 limits and =omposite T9.

DEPOSIT SERVI2ES MUL#I)%6#I%NS "6%SI#) M%

=ompetitive &roduct for deposit MobiliBation To meet challenges of 4%sE New &0%sE Non;%kg 4)s. 0ingleE oint names incl. Minor above 1"6 NR)s Don repatriable basisF etc. )ntroduced in all %ranches from "1."7.1##>. T(E0T( Type R 0% or =' 1 year to 8 years No Restrictions6 Min Rs.1"""" \ Rs 1""" D0ubseAuent 8""" \ 1"""F

SAVING PLUS
Ma-imiBation of )nterest on 0% to combat competition effectively 2arn interest while you sleep 2ligibility H 'uthoriBed %rs as 0%) M3(0. T/&2C 0aving %ank R 0%) M3(0 9ike 0%) M3(0 min 1 year. Minimum 0% 'Ec %alance Rs. 8""" and 'uto;sweep to M3( Min. Rs1"""" in \ Rs 1""". 'uto sweep weekly on Monday to be done by 5lobal =entre.

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KISAN MITRA 9AMA $O9NA F

&urpose CTo provide unitiBed break;up of T( to )ndividuals with partial withdrawal 0ingle H oint names incl minor of 'gl H Rural 'reas &eriodC1! to 1!" months Minimum Rs 18"" in \ 1""

SENIOR 2ITI=EN DEPOSIT S23 F

To provide 4( at differential rate to senior citiBen De;=ir 77>E !>.11.":F Residents with age :" yrs and above 'll %ranches Residents with age :" yrs and above &eriodC Minimum 1 year6 Ma-imum 1" years. Min Rs.1"""" in \ 1""" DR( min Mv 1""""F

SBI SME PO>ER GAIND J SBI SME PO>ER PA2KD

DNew =E' %undled products for 0M2F R()&o,('e0; 1. To retain e-isting customers6 bring in new customers and rapidly increase market share. !. Novel liability products for providing value addition to customers by giving incenti;ves for keeping high balances in aEcs. S7e5&(' Fe()6.e0; 0M2 &3W2R 5')N D(etails of 0M2 &3W2R &'=$ scheme under %racketsF X 1. I'% X Iuarterly 'verage %alance ; Rs 1 lac DRs 8 lacsF. !. &enalty

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for non;maintenance of I'% X Rs !""" per Auarter DRs 8"""F6 ,. (rafts X !8 paise per 1""" min Rs. !8 ma- Rs.,"""E; D4reeF. &ay 3rderE %ankers@ cheAue X 4ree D4reeF6 =heAue collection X)nstruments drawn on 0%) %r X 4ree D3ut of pocket e-penses not e-ceeding Rs !8F. 3ther )nstruments Rs 1E 1""" Min Rs !86 Ma- Rs 18" D'll same e-cept other instruments Re ".8 E Rs 1"""F =R&; =heAue Return &rotection 4acility; 3( limit Rs !8""" DRs 1"""""F maperiod of 1" days at time. 3( )nterest X 0%'R R !? D0%'R R !?F6 'TM;cum;debit card X (omestic card with withdrawal limit of Rs !8""" per day D)nternational card with limit of Rs 78""" per dayF. =orporate )nternet %anking ; 'vailable in both. Multicity =hA X )ssue =harge; %oth 4ree6 Transaction charges Rs !8 E per chA Y Rs 8 lacs6 Rs 8"E chA Z Rs 8 lacs D'll 4reeF )nter;core transactions X a. (eposit of cash6 ma- Rs 1 lac per transaction X Rs 1""6 2ncashment of chA6 ma- Rs 1 lac per chA6 permitted from credit balance X Rs 1""6 (eposit of chA at any =%0 %r6 drawn on any =%0 %r6 for credit of aEc at .ome %r X )ntracityC 4ree6 )ntercityC Rs 1E 1"""6 Min !8 ma- 1!8"6 (eposit of clg chA at Non;home br6 drawn on that clg center for credit of aEc at home branch X )ntracity X 4ree6 )ntercity X Rs 1E 1"""6 Min Rs !86 ma- Rs 1!8"6

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 Remittance of funds from .ome %r to other =%0 %r X Re 1E 1""" min !8 ma- 1!8" D)n all cases X 4R22F. )ssue of duplicate statements6 cheAue books6 folio charges H &re approved car loan X 4ree in both schemes. &rocessing 4eeC Ma- waiver Rs 1""" DRs 8"""F for =E= 'Ecs. &enalty for closing aEc within 1! months X Rs !8"" DRs 8"""F. 'dditional 4reebiesC 1. 4ree =ash &ick;up from doorstep Dat =entres where door pick;up facility availableF X 1" D!"F. !. 4ree =heAue pick;up facility Dwhere availableF X Thrice D(ailyF a week. (emat services and eQ tradeC 4ree in name of firm

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NO<FRILL A22OUNT
RationaleC To cater the needs of vast sections of populations not fulfilling 0% 'Ec opening norm. &urposeC )n order to enable the common man to openE maintain bank aEc at nominal cost. 0egmentC &ersonal %anking. 2ligibilityC )ndividual of 1> yrs earning Rs 8""" p.m. or less as per self; declaration. Mode of 3perationC 03E ointlyE 2 or 0E 4 or 0E 'nyone or 0urvivor.

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%ranchesC 'll e-cept 0&%6 &%%6 M=56='5 %ranches. )nitial (epositC Rs 8"E;. Min balance to maintain X N)9. Ma- balanceE'mt X Rs 1"""" in all liability aEcs with us6 afterwards normal 0% 'Ec.

)nterestC 's applicable to 0avings %ank 'ccounts 3peration of 'EcC Withdrawal by slips and cheAue book6 'TM;cum;debit card for operational convenience free of charges

3ther charges6 'Ec opening procedure6 terms H conditions6 Nomination facility as applicable in 0% 'Ec.

3( upto Rs !8"""E; treated as )ndirect 'gl 4inance under &riority 0ector

SBI TAB SAVINGS S23EME1 200H

ReasonC To cater the needs of )ncome Ta- assesses. 2ligibilityC Resident 'sessee as an individual or as $arta of .4 having income ta- &'N. &urposeC To enable our customers to place long;term deposits to earn higher interest and also to avail ta- benefits uEs >" = of )T 'ct6 1#:1. 0egmentC &ersonal. Mode of operationE holdingC 0ingle or joint. No deposit in name of minor only6 joint holding with an adult allowed.

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Type of 'EcC T( or 0T( X normal aEc opening process. &eriodC min 8 yrs6 ma- 1" yrs. %ranchesC 'll. (eposit 'mountC Min Rs 1""" or multiples6 ma- Rs 1 lac p.a. )nterestC as applied to other schemes . NominationC 0ingle of joint holders can nominate any person6 No nomination on T( held by or on behalf of minor. )n case of death of holder6 nominee may encash any time before or after maturity.

9oanC Not available. 'Ec may be transferred to other branches. ".8? penalty if aEc closed after 8 years.

INSURAN2E
'cross )ndia6 when it comes to money and finance6 0tate bank of )ndia is synonymous to trust6 strength and security. ' part of the 0%) 5roup6 0%) 9ife )nsurance has also incorporated the same into its insurance business covering ! million highly satisfied customers. 0%) 9ife is the No. 1 player amongst the new life insurance companies in the country. =apital )ncreased to Rs ,8" crs 0%) 9ife )nsurance is the result of a <7C!: joint venture between 0%) and =ardif 0.'. of 4rance. )ncorporated on !#th March !""16 it is registered as 0%) 9ife )nsurance =ompany 9imited with the )nsurance Regulatory and (evelopment 'uthority D)R('F. =ardif 0' is leading life insurance company in 4rance. )t sells insurance products through commercial bank in !# countries and is wholly owned subsidiary of %N& &aribas6

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one of the top 1" %anks in the world. 0%) 9ife has designed the life insurance products according to the need of each and every customers6 as such X

M( H =23 C 0ri 1 0 Roy 0%) 9ife became first among new life insurers to report net profit of Rs !"! lacs as on ,1st March !"":. 3lder than 0%) 9ife )=)=) &rudential H .(4= 0tandard 9ife )nsurance =o yet to book profit. 0%) 9ife collected a total premium of Rs 1"<8 crs in !""8;":6 a <>? year;on;year growth. The new business premium generated was Rs >!> crs6 which placed the company 7th among &rivate 9ife )nsurance at very low cost through simple process over the counter of all 0% 5roup %ranches. The 0um 'ssured depends on age at entry H 'nnual )ncome. No Medical e-am needed. 'ge at 2ntryC 1> X ,# yrs DMa- 0um 'ss Rs 8 lacsF6 7" X 78 DRs , lacsF. =over available upto :" yrs. No &roof of )ncome for covers Rs 8""""6 1 lac H , lacs e-cept Rs 8 lacs. ModeC 'nnual prem by 0) in %ank 'Ec6 No direct remittance6 ," days grace in renewal. &remium Rates D)ncl 0TF 'ge 1>;,#C Rs !"! D=overage Rs 8""""F6 Rs7"7 DRs 1 lacF6 Rs 11#1 DRs , lacsF6 Rs 1#>7DRs 8 lacsF. 'ge 7";8#C Rs ,,<6 :<76 1#>76 ,,": respectively. No e-tra death benefit for accidental death. Ta- %enefitsC 1Es >" = H 1" D1"(F. =laim to be submitted within , months of deathET&( DTotal &ermanent 9iabilityF. =ommission for age gr 1>;,# D!"? of premF6 age 7";8# D1:?F. Nomination is compulsory. 2-clusion (eath 1st 78 days of coverage e-cept accidental and 0uicide within 1st year not covered .ome 9oan )nsurance D=omplete protection for .9 %orrowersF 1nmatched security to all 0tate %ank 5r %orrowers. )t insures the borrower@s life during loan repayment period to the e-tent of entire outstanding to make his family free of loan liability. 0%) 9ife settles loan as per 3riginal 2M) schedule directly with bank. 'ny .9

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borrowers of 0% group within age group 1> to :" 1pto 3utstandg Min Rs !8""" Dmin &rem 1"""F Ma-. No limit 0)N592 &R2M)1M Galid for entire period of loan Dma- age <1 or last date of repayment which;ever earlierF 9oan;8to!"yrs No burden on family in

case of unfortunate death of the borrower6 0implified claim settlement process. ;3ption to avail of an additional loan to cover insurance premium amount. Ta%enefit uEs >" = of )T act.;)n case of joint borrowers6 8"? discount available for the youngest.;3nly good health declaration6 up to Rs. <.8 lakh loan.DNow )nsurance proposal of fresh .9 within : months of 1st disbursal acceptable Xe;=ir ='R )N0 1pto 3utstandg loan amount. Min X Rs. 1 lac Ma- X <.8 lacs 4or entire period of loan. Ma- age :< or last date of repayment6 whichever 1st. 9oan duration; 1 to < yrs No burden on family in case of unfortunate death of the borrower6 0implified claim settlement process.;3ption to avail of an additional loan to cover insurance premium amount. Ta- %enefit uEs >> of )T act. ;9ife cover is available on the basis of a simple good health declaration6 without any medical e-amination 9)42 93N5 &2N0)3N0 ' participating H comprehensive personal pension plan that offers everything for comfortable retirement by enough savings to meet post;retirement needs. H fetch =ontribution kept intact reasonable returns until wish to convert into 'nnuity when chooses to retire 1> :8 /2'R0 'dditional featuresC ]9ifelong pensions guarantees a min return of 7? p.a. up to ,1st March !"1". &ost which6 a fresh rate will be declared. ;Right to convert accumulated balance in &er &ension 'ccount at any vesting age between 8";<" yrs. Withdraw Y ,,? sum for e-igency.;Withdraw the remaining amt for getting annuity payment benefit as followsC 4i-ed annuity amt in life timeE )ncreasing life

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annuity to keep up with increasing cost of livingE 4i-ed annuity amt for guaranteed term of 861" or 18 yrs H thereafter as long you are aliveE oint &ension &lan which means payment of annuities during the lifetime of the person H thereafter as long as the spouse is alive. Ta- rebate uEs >"===D1F of )T 'ct6 up to 1""""E; 3ptional Top;up facilityC &ay an additional amt to increase retirement kitty6 irrespective of contribution payment mode. ;'fter , yrs6 automatic cover Maintenance ensures cover in force even for missed premium. ,";day free look period 2(10.)29( 2du0hield is an insurance plan that provides life insurance protect ion to educational loan borrowers. 3n death of the insured borrower6 0%) 9ife pays the 0um 'ssured directly to the %ank. The %ank refunds surplus amt over the outstanding to legal heirs 'ny 0% 5r %orrower of 1> to ," age. &arents of ,:; :" yrs of age can avail cover. , 8" 9'$.0. 2du0hield comes with , 9ife =over 3ptions as in table ; 1. 'utomatic assignment of policy to the %ank !. No burden on family in case of death of borrower. ,. 0implified claim settlement process 8.18;day free look &d :.'ttractive rebates for high 0um 'ss <. 4emale;8 ? rebate 0W'(.'N 0wadhan is a non;participating term

insurance policy with a difference. )t offers pure protection i.e. in case of death of the policyholderK the nominees are entitled to the 0um 'ssured. %ut on surviving the term6 all premiums are repaid to the holder depending on the term of policy.]] 'ny one of 1> to 88 yrs of age is eligible for cover6 with a ma- coverage up to :8 yrs of age. , 9'$.0 T3 1 =R3R2 8 1" yrs

AUTOMATED<TELLER MA23INE

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'TM@s have made money withdrawal easy. 'TM@s are at !7 hrs service and customers could withdraw money at any time according to their convenience. There are , 'TM@s in %allarpur area one at the 0%) bank %allarpur branch6 second in %)9T industries ltd6 third in the %allarpur railway station 'bout 1<;!" lakhs rupees transactions take place per day 3ne can get details about the avail balance6 previous transactions done i.e deposits made and withdrawals done in a certain period. ' proposal for transfer of money from one account to other account through 'TM in under process ' separate official is assigned to look after 'TM related transactions and take necessary actions in case of any problem

INTERNET BANKING
&rivate banks were the first to introduce internet banking 3n account of the tough competition faced by private banks60%) too introduced the internet banking facility for customer convenience There is very less awareness about the facility among various 0%) customers mostly in backward areas. 0%) internet banking transactions are very secured ones

>>

 )nitially one has to register at the concerned branch for using the facility. The bank would provide password through which the customer can log in and change the password and create hisEher own password for further use There is a visual key;board displayed on the screen for entering the password as a measure of security from internet hackers at net caf^@s The customers can change their passwords depending upon their convenience The customer can pay bills6 transfer money6 make donations to charities etc )nternet banking facility is at !7;hrs at customer service ATM<2ARDS 'TM cards have become a tool facilitating easy access to money )t eliminated the need to stand in long waiting lines to draw money 'TM cards have a withdrawal limit on a day basis The withdrawal limit depends upon the type of 'TM that an individual possess (omestic card has a withdrawal limit of 7"6""" per day )nternational card has a withdrawal limit of 78;8"6""" 0ilver card and gold card are the other type of 'TM@s with their own withdrawal limits

2REDIT<2ARDS
=redit cards of 0%) come with the facility of income ta- returns of upto 7"? The limit of credit depends upon the type of account a person has and the amount of deposits ' monthly bill is generated for the credit card transactions done The bill is send to the

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customer informing him to pay the amount before the due date as mentioned in the bill )f the person fails to pay the amount before due date6he has to pay an additional interest..

DATA ANALYSIS AND INTERPRETATION

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DATA ANAL$SIS AND INTERPRETATION

DO $OU 3AVE AN A22OUNT IN SBI 0.no 1. !. ,. Response /20 N3 T3T'9 Respondents <7 !: 1"" &ercentage <7? !:? 1""?

INTERPRETATION

#1

3ut of every 1"" individuals <7 members are 0%) account holders 'bout more than 8"? of the individuals have a single account whereas others have more than two accounts oint account facility is also provided for married individuals and joint account holders are between 1";!"? 2very day about 18;," accounts are being opened in the bank. 0%) has a %ulk;'ccounting system which can open up to 8"" accounts but only !8;," accounts are opened per day

T3E KIND OF DEPOSIT S23EME $OU 3AVE IN SBI 0.N3 1 ! , 7 8 Response Recurring 4i-ed 0avings 4i-ed and savings Total Respondents 1! !1 ," 11 <7 &ercentage 1:.!!? !>.,<? 7".88? 17.>:? 1""?

INTERPRETATION;

#!

3ut of 1"" individuals <7 are 0%) account holders Taking the <7 individuals as 1""? the percentage of the individuals possessing various deposit schemes is identified. Most people opt savings account and very less opt for recurring deposit 4i-ed deposits are more than recurring and less than savings account 0pecial deposit schemes are available for senior citiBens6 poor people6 but they are less due to lack of awareness Ma-imum population of %allarpur have their deposits in 0%)

T3E BANK $OU >OULD 23OOSE FOR LOANS 0.N3 1. !. ,. 7. Response 0%) NationaliBed banks &rivate banks and co;operative banks Total Respondents <: 18 # 1"" &ercentage <:? 18? #? 1""

INTERPRETATION

#,

0%) is leader in loan services in %allarpur area. )t provides various attractive schemes in loan services. Many individuals favor 0%) for loans. ' very less percent opt for loans in other nationaliBed banks like %ank of %aroda6 %ank of )ndia6 and %ank of Maharashtra. ' negligible amount opts for loans in other private banks.

A22ORDING TO $OUR POINT OF VIE> INTEREST RATES IN SBI ARE 0.N3 1. !. ,. 7. Response .igh Medium 9ow Total Respondents , !# :> 1"" &ercentage ,? !#? :>? 1""?

INTERPRETATION

#7

)nterest rates in 0%) are controlled and regulated by Reserve %ank of )ndia. )nterest rates are almost eAual when compared to other banks and in some cases a bit higher. (espite the interest rates other hidden charges and processing fees are low when compared to other banks. )t is there a customer is benefited.'ccording to survey more than 8"? of people feel 0%) offers low interest rates and !#? feel 0%) interest rates are medium and as less as ,? feel 0%) rates are high when compared to other banks

DO $OU KNO> ABOUT T3E NO<FRILL A22OUNT IN SBI 0.N3 1. !. ,. Response /es No Total Respondents !! <> 1"" &ercentage !!? <>? 1""?

INTERPRETATION No;frill account is a special deposit facility specially designed for poor people ' person can open account without any minimum balance. The initial deposit amount is 8"rs

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'bout <>? are unaware of the no;frill account !!? of individuals knew about it out of which some have just heard about it and are unaware of its details and purpose

DO $OU 3AVE AN$ INSURAN2E PLAN IN SBI 0.N3 1. !. ,. Response /es No Total Respondents ,> :! 1"" &ercentage ,>? :!? 1""?

INTERPRETATION 0%) introduced its insurance schemes in the name of 0%); life which has become popular in recent days. 0%) provides insurance to loan applicants to reduce the burden of

#:

amount on his family in case of applicant@s death.The percent of individuals having an insurance plan in 0%) is less than 7"?.

$OU GET TO KNO> ABOUT SBI S23EMES AND SERVI2ES FROM 0.N3 1. !. ,. 7. Response 'dvertisements &ublic 0%) branch Total Respondents 1# !# 8! 1"" &ercentage 1#? !#? 8!? 1""?

INTERPRETATION 0%) uses less advertising to market its services which is evident from above data which indicates that very less percent of about 1#? people said that they come across 0%) schemes through advertisements 'bout 8!? of individuals said they get to know about 0%) schemes from the concerned branch through various banners6 brochures and outlets at

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bank premises 'bout !#? individuals said they get to know about 0%) schemes from friends6 relatives and others.

DO $OU USE T3E INTERNET BANKING FA2ILIT$ PROVIDED B$ SBI 0.N3 1. !. ,. Response /es No Total Respondents 7: 87 1"" &ercentage 7:? 87? 1""?

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INTERNET BANKING FA2ILIT$ OF SBI IS 0.N3 1. !. ,. 7. Response 2-cellent 5ood &oor Total Respondents ,< # " 7: &ercentage >".7,? 1#.8<? "? 1""?

INTERPRETATION )nternet banking facility is gaining tremendous significance owing to developing technology. 3ut of 7: individuals using internet banking facility >"? find 0%) internet banking facility is e-cellent. Remaining 1#;!" percent feel it good.There is no complaint from customers regarding poor internet banking facility.The users are satisfied with the internet banking which facilitates Auick money transactions.Moreover customers find 0%) internet banking transactions very secured.

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>3I23 FA2ILIT$ OR SERVI2E $OU USE FROM SBI 0.N3 1. !. ,. 7. 8. Response Respondents 'TM cum (ebit card and <" cheAue =redit card 'TM and =redit card =heAue Total # ! 1# 1"" &ercentage <"? #? !? 1#? 1""?

$OU PREFER SBI BE2AUSE

1""

0.N3 1. !. ,. 7. 8.

Response 9ow interest rates 'ttractive schemes 0ecurity 2fficient customer service Total

Respondents : !1 87 1# 1""

&ercentage :? !1? 87? 1#? 1""?

INTERPRETATION )ndividuals prefer 0%) firstly for security6 as the bank is controlled and regulated by R%) and works under strict govt regulations 0econdly for the attractive schemes and various services provided by it. Thirdly for its low and reasonable interest rates 4ourthly for its customer service as the bank is always at peak rush with people which leads to poor customer service

DO $OU USE SBI LO2KER FA2ILIT$ 0.N3 Response Respondents &ercentage

1"1

1. !. ,.

/es No Total

!< <, 1""

!<? <,? 1""?

INTERPRETATION (emand for lockers is more but the number of lockers is limited restricting the number of locker users

>3I23 FINAN2IAL INSTITUTION $OU 2ONSIDER BEST FOR INSURAN2E PLANS 0.N3 1 ! , Response 9)= 0%) &rivate firms Respondents 7> 71 11 &ercentage 7>? 71? 11?

1"!

Total

1""

1""?

$OUR SATISFA2TION LEVEL TO>ARDS SBI SERVI2ES IS 0.N3 1. !. ,. 7. Response .igh Medium 9ow Total Respondents 1< <> 8 1"" &ercentage 1< <> 8 1""

1",

1"7

 FINDINGS SUGGESTIONS

FINDINGS

(espite banking it also provides other financial services like underwriting6 factoring6 mutual funds etc through its various associated institutions.

1"8

0%) provides a wide range of products and services when compared to other banks The services are designed based upon their focus target segment. 0%) internet banking facility introduced has gained popularity 0%) also planning to introduce mobile banking facility. 0%) customer service is not up to customer e-pectations due to high demand for 0%) services

0%) introduced certain products for agricultural6 rural development6 poverty eradication etc

)nsurance service of 0%) is not as popular as 9)= and 5)= but insurance is a must for loan holders to reduce the risk of burden to family members

0%) has the greatest number of account holders than any other banks )t provides over !"" plus products and services across )ndia

SUGGESTIONS

The service time should be reduced by opening e-tra counters so as to minimiBe long waiting lines

1":

 2asy access to bank services should be provided through implementing new technological facilities &roviding e-tra lockers6 as the demand is more than their number )mproving advertising and other promotional activities to make people know about their new products and services Taking up the formulation and implementation of new strategies to enhance customer satisfaction =reating awareness among people regarding the use of internet and mobile banking facility by giving demo if reAuired More concentration on poor and senior citiBens by providing them services Auickly

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QUESTIONNAIRE

?UESTIONARRIE
N'M2C '52C &9'=2C 1. (o you have an account in 0%) O 'F /20 %F N3 3==1&'T)3NC

1">

!.

The kind of deposit scheme you prefer in 0%) O 'FRecurring deposit %F 4i-ed deposit =F 0avings deposit

,F

The bank you would choose for loansO 'F 0%) %F&rivate bank Dmention nameF

7F

'ccording to your point of view interest rates in 0%) are O 'F .igh %FMedium =F9ow

8F

(o you know about N3 4R)99 deposit scheme in 0%)O 'F/20 %FN3

:F

(o you have any insurance plan in 0%)O 'F/20 %FN3

<F

/ou get to know about 0%) schemes fromO 'F 'dvertisements %F&ublic =F=oncerned branch

>F

(o you use internet banking facility of 0%)O 'F/20 %FN3

#F

)nternet banking service of 0%) isO 'F2-cellent %F5ood =F&oor

1"F

Which of the 0%) facility you useO 'F 'TM card %F=R2()T card =F %oth

11F

/ou prefer 0%) becauseO 'F 9ow interests %F 0ecurity =F %oth

1!F

(o you use 0%) locker facilityO 'F /20 %F N3

1,F

The group you consider best regarding insurance plansO 'F 9)= %F 0%) =F &rivate firms

1"#

17F

's a customer your satisfaction level towards 0%) services isO 'F .igh %F Medium =F 9ow

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BIBLIOGRAPHY

111

BIBLIOGRAP3$
&.)9)& $3T92R X Marketing management www.google.com 5oogle images www.sbitimes.com 0ervice marketing Wikipedia Marketing journals %usiness line

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BIO<DATA
N'M2 4'T.2R@0 N'M2 02\ '52 (.3.%. R29)5)3N N'T)3N'9)T/ 9'N51'520 $N3WN M'R)T'9 0T'T10 C B. GEETA VANI C %.(.G.53&'9'R'3 C 42M'92 C !! /ears C 18th 'ugust 1#>< C .)N(1 C )N()'N C 2N59)0.6 T291516 .)N() 'N( M'R'T.) C 0)N592

EDU2ATIONAL ?UALIFI2ATIONS; NAME OF T3E 2OURSE M%' D4)N'N=2 and 'R$2T)N5F %.0c. D0ienceF )NT2RM2()'T2 00= NAME OF T3E INSTITUTION 'ditya &.5. =ollege %ullayya (egree =ollege6 GiBag Narayana r. =ollege6 GiBag (ilasgram .igh 0chool6 %allarpur $EAR OF PASSING !"">;1" !""8;"> !"",;"8 !"",

S.NO 1 ! , 7

PER2ENTAGE > 5rade >1.,, >#.1 <!

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