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TRANSCRIPT
CHAPTER–I
INTRODUCTION TO PROJECT REPORT
INTRODUCTION TO PROJECT REPORT
Banking system occupies an important place in our national Economy. Banking Institutions is indispensable, Banking has come to pay a pivotal role in the economic development of country.
With a start in the Govt policies towards start ownership, banks with share holdings of public from corporate bodies have been converted in to National Institutions. Today as many as 27 Banks constitute the strong public sector.
This project report entitled “Project Report on credit facilities to personal segment with special reference to State Bank of Mysore (Shimoga Main Branch) has been brought out to know performance of Bank and customer opinion about credit facilities by bank.
OBJECTIVES OF THE STUDY
To make detailed study of “Credit facilities to P.S” provided by Bank.
To know utilization of credit facilities of bank by customer.
To study of problems connected with granting credit to customers.
To study establishment, growth and progress of customer service provided by Bank.
To know opinion of customer regarding loans provided by Bank.
To know general opinion about Bank.
To express our own opinion about Bank’s developing service attract new customers and hold existing customer.
To go into depth about Credit facilities provided by Bank.
To suggest solution to their problems.
To know about performance of Bank.
To make brief study of customer behavior.
To give recommendations to solve the problem faced by P.S. Branch in providing financial assistance to Individual persons.
AREA OF STUDY
The State Bank of Mysore PERSONAL SEGMENT Branch located at B.H. Road Shimoga is selected and their information’s about Bank’s function.
This project report aimed at giving analysis in credit facilities in general and analysis of credit facility towards customers from customers point.
The respondents were selected on Random basis.
BENEFITS OF STUDY
1. We can set clear idea about bank and its development2. Study gives us to know the performance growth of bank.3. By preparing this Project Report, the study helps us
incoming to our own suggestion for its improvements.4. It increases our own knowledge regarding Banking
operations and activities.
LIMITS OF PROJECT REPORT
1. Here we cannot contact all types of customers2. Customers will not give correct opinion about the survey3. Accuracy of this report is limited because of factors like
limitation of time.
METHODOLOGY
The manager of branch was personally interviewed to elicit information about the banking. Survey on sample basis was conducted to ascertain the information about banking system. For this purpose, 50 customers are selected as sample and were interviewed with the help of questionnaires.
Personal interviewed to elicit the information for them. Various secondary data were also collected from various published sources like magazines, Newspapers and from Internet facility and handbook on personal segment advances and annual report.
CHAPTER – II
INTRODUCTION TO BANKING
INTRODUCTION
Banking system has occupied an important position in our commercial world. Banking institution is indispensable. Banking systems playing a very important role in the economical development of our country. Commercial banks are having lions share in the total banking operations in our nation commercial banks are oldest institution having a wide network of business.
Banks render very valuable service to the communicates to the trade and industry. They keep the wheels of trade, commerce and Industry always revolving. Banks providing financial assistance to small scale and large scale industries. Banks today are backbone of modern industry. They are essential part of the community. ORIGIN OF BANK
There are different opinions regarding the origin of the term bank. According to some it is derived from Italian word “BANCO” Latin word “BANCUS” French word “BANQUE”, which means “a
bench”. In olden days European bankers using bench to transact there banking activities. However, according to others the word “BANK” is derived from German word “BANK” which means “Common fund raised from a large number of public”.
HISTORY OF BANK IN INDIA
The development of modern banking in India begin with banking activities undertaken by English Agency House at Calcutta and Bombay which combined banking with trading. It appears that the earliest bank on western line was established at Madras as early as 1683. The first joint stock bank was the bank of Hindustan established at Calcutta in 1770. At that time another banks were established bank of Bombay in 1840. Bank of madras in 1843 and Bank of Bengal.
All these 3 banks were amalgamated in 1921 and were names as “The Imperial Bank of India” and again in 1955 this bank was taken over by govt. and was renamed as State Bank of India.
In 1889, other commercial banks were established. It was the first pure India joint stock Bank it was followed by Punjab National Bank in 1894 and so on.
Growth of banks was very slow in the beginning in 1913 and 1922. 108 banks were failed. In addition, in 1922 and 1936, 373 banks failed. Only after independence banking system made
rapid progress how India Banking system is one of the developed banking systems of the world.
INDIAN BANKING REGULATION ACT 1949
Section 5(1) (1) of the Banking Regulation Act of 1949 defines the term “Banking Co” as “any company which transacts the B/s of Banking in India”.
Section 5(1) (b) of the Banking regulation Act of 1949 defines the term “Banking” as accepting from the purpose of lending or investment of deposits money from the public repayable on demand or otherwise and with draws by cheque, draft, order or otherwise.
CUSTOMER AND BANKING REGULATION AS PER ACT
BANKER
Banker is one who does the business of Banking. He is a dealer in money. Since he accepts deposits and lends it to needy people or units. Banker act as an agent bin borrower of bets and a purveyor of credit. According to American definition an Banker a dealer in credit. When a person uses funds of others for giving credit he is known as a Banker.
According to Harbet Hart a banker is one who in the ordinary course of his Business honors cheque drawn upon him by person from and for whom he receives money on current A/c.
Features of Bankers
1. Acceptance of deposit from public.
2. Profitable employment of fund so collected.
3. Obligation to repay deposits in demand.
4. Lending of money.
5. Banking as a main Business.
Functions of Banker
1. Primary functions2. Secondary functions
1. Primary Function
a) Acceptance of Depositsb) Granting or sanction of advancesc) Discounting Bill of Exchange
2. Secondary Functions
A. Agency Services
1. Collection of income on behalf of customer2. Making payment on behalf of customer3. Purchasing and sale of securities on behalf of customer4. Acting as a trustee and executor
B. General Utility Service
1. Provision of deposit arrangement.2. Issue of letter of credit, travelers cheque etc.3. Under writing of loans received by government.4. Remittance of funds.
CUSTOMER
In common sense ‘customer’ refers to a person who has an A/c with a Bank Account holder can be regarded as customer according to H.L.Hart.
“A customer is a person who has an A/c with a Banker or for whom a Banker habitually under taken to act such”.
ACCORDING TO KERAL HIGH COURT
“A customer is a person who has the habit of resorting to the same place or person to do B/s. So for as Banking transactions are concerned. He is a person whose money has been accepting on the footing that the banker will honors up to
the and standing to his credit irrespective of his connection being of short or long standing”
SPECIAL TYPES OF CUSTOMERS
These customers are those who are distinguished from other types of ordinary customers by some special features, Hence they are called special type of customers.
They are as follows
Minors. Lunatics Drunker Clubs Hindu undivided family Co-operative society Purdha woman Illiterate person Trustee Executors. 11.Joint stock company. 12.Married women.
BANKER CUSTOMER RELATIONSHIPS
We can classify the Banker Customer relationship into 2 main objectives
(1) Primary relationship.(2) Debtor creditor relationship.(3) Trustee in respect of safe lockers.(4) Agent principal relation ship.(5) Right to combine.(6) Special features of relation ships(7) Bankers is required to pay(8) Presentation of cheque within reasonable time.(9) Banker has to honor cheque drawn upon him
subject to above condition.
DEVELOPMENT OF MODERN BANKING
For the history of modern Banking in India a reference to the English Agency is the days of Just India to, would by necessary the bank of Hindustan was the first Joint stock Bank to be established in India under European management. But soon of failed in the first half of the 19th century. The East India to established 3 Banks. Banks of Bengal in 1809, Bank of Bombay in 1840 and Bank of Madras in 1843. These banks were known as presidency banks. These 3 banks were amalgamated in 27 th Jan 1921 to form Imperial Bank of India.
The aid commercial bank was perhaps the first purely joint stock bank to be established in 1889. Walter the Punjab National Bank. The peoples Bank were established.
The Bank of India was started in 1906 Indian Bank was started in 1906 the Indian Bank in 1907. The bank of Baroda in 1908 and the central Bank of India in 1911.
The SBI was established and following seven banks were made subsidiaries of SBI.
1. State Bank of Beckoner and Jaipur.2. State Bank of Indore.3. State Bank of Mysore.4. State Bank of Hyderabad.5. State Bank of Saurastra.6. State Bank of Travancore.7. State Bank of Patiala.
CLASSIFICATION OF BANK
On the Basis of functions Banks can be classified in to 6types.
1. COMMERCIAL BANKS
Commercial Banks usually requires deposit for a short period and suppliers short term for a short period and suppliers short-term credit of facilities to trade and commerce. Commercial Banks are oldest institution having wide Network of Branches. One of the commercial Bank in our county SBI having 12000 Branches all over India.
2. INDUTRIAL BANK
Industrial Bank is to meet long-term credit facilities to needs of industries. Which provide credit to industrial under takings.
3. AGRICLUTURAL BANK
Credit needs of Agriculture are of 3 types. They are short, medium and long term. Short-term credit is required for the purchasing manure, seeds etc., medium term is provided for purchases of agriculture implements and cattle long term for makings permanent improvement of land.
4. CENTRAL BANK
It is the top of banking institution operating in the country. It does not complete with other banks for profits but acts as a Bankers Bank and lenders of last resort.
5. SAVING BANK
It encourages the habit of saving among the people of community under such type of banking deposits recovered or not with drawls on demand. Beyond a certain limit. Any with draw all beyond a certain unit requires a prior notice.
6. EXCHANGE BANK
These bank finance mainly the foreign exchange Business that is the export and import trade of a country as they mainly finance foreign exchange B/S. They are called “Exchange Banks”.
CHAPTER – IIIP’ SEG ADVANCES
PERSONAL SEGMENT ADVANCES
INTRODUCTION
The human body is an perpetual wanting animal if one want is satisfied by him at the same time another want will be created by him.
In day-by-day Banking activities are developed and change according to the needs and requirements of the customer. The Bank has introduced new schemes. In recent years that new scheme was introduced by the Bank’s FINANCIAL ASSISTANCE TO PERSONAL SEGMENT.
PERSONAL SEGMENT
Under this segment the S.B.M. lent money against personal as well as other securities, such as ornaments, goods and immovable property for every day. The banker knowledge of individuals and their financial position on A/c of the narrow circle in which these transactions had to be carried out, rendered by him, more useful than even the modern commercial banks which are practically impersonal in their character and are ledged round with many formalities mere by some times annihilating. Their utility at the cordial moment the personal relations B/W the Banker and his customers were of a cordial nature.Meaning
Under this segment the bank has provide loans and advances to private purposes. Under this segment the borrower borrows the money for fulfillment of his own need for Ex:- Housing loan, education loan, medical loan. These types of loans main object are to fulfillment of his own needs not earning of profit.
The bank has provided the loans to personal segment on the basic of the requirement funds by the customer.Ex:- In case of education loan, the bank has provided loan for studies.
In India – Rs. 7.5 lacksIn abroad – Rs.15 lacks
Definitions
The Indian Companies Act defines the term personal segment as “The lending for the purpose of personal element to the public on demand”.
SCOPE OF THE SEGMENT
The scope may be divided into 5 categories namely-
1. Happy Home Scheme.2. Loans for purchase of consumer’s durables.3. Help age scheme.4. Gold loan.5. Advances against securities.
1. Happy Home Scheme
Under this category the bank has provide loan to salaried persons, self-employed, professionals/ Businessmen. For the purchase of car, two wheelers, solar water heaters, purchase of computers etc.,
2. Loan for purchase of consumer durables/ two wheelers
Under this category the bank has provide the loans to customers for the purchase of TV, washing machine,
refrigerators, furniture, computers, scooters, motor cycle (new only) etc.,
3. Other advances
Under this category the bank has provide the loans for CONSTRUCTION/ BUYING NEW FLATS/ HOUSE, EXTENSION OF EXISTING HOUSE/ TAKE OVER OF EXISTING HOUSING LOAN FROM OTHER FINANCIAL INSTITUTIONS.
Attractive features of Mysore Bank’s Housing Finance Scheme: -
1. Loans from banks are cheaper than housing finance agencies/ companies.
2. Nominal processing charges.3. No administration charges.4. No commitment charges.5. No charges for Repayment of loan/ installments.6. Interest charged on reducing balances.
And also the bank has provided loans for school and village education in India and abroad.
4. Help AGE SCHEME/ PERSIONER LOAN
Under this head the bank has provide loans to pensioners aged less than 70 years and medical treatment etc., and the
bank also provide loans to personal expenses, marriage function, travel, medical treatment and education and general purpose loan against mortgage of immovable property and credit cum subsidiary scheme of GOI for Rural Housing.
5. Gold Loan
Banks generally do not prefer gold ornaments and jewelry as security for advance for various reasons. However Reserve Bank has permitted them to accept urgent medical expenses and other unforeseen liabilities. In August 1993 a ceiling on such advances was fixed at Rs. 25000. But in February 1995 banks were permitted to fix their own ceiling.
Under this head the bank has provided advances against gold ornaments and O.D against gold ornaments.
6. Advances Against Securities
The term stock exchange security refers to those securities, which are dealt with on the stock exchanges. The securities dealt with on the stock exchanges are as follows:-
I. Securities issued by the central and state governments.
II. Securities issued by semi-Govt. institutions like The Port Trust, Improvement Trust etc.,
III. Shares of Joint stock company.
IV. Debentures of Joint stock company.
Under this head the bank has lent advances against deposits, SBI-MAGNUM, shares and debentures, Demut shares and debentures, gold bonds, Gold securities NSL, Indira Vikas Patra, Kisan Vikas Patra, Life policies, UTI etc.
While granting the loans and advances against different security, The Banker should bear in mind the following 3 principles.
1) Liquidity2) Safety3) Profitability
1. Liquidity
Liquidity means the ability of a Bank to produce cash on demand liquid asset may be convertible into cash quickly. In normal times certain assets can be coasty sold to the public for cash but in time when all the publics needs of money these assets can not be sold others for cash so while granting the loans and advances against securities the that security is convertible into cash without loss of time and without loss of value are the most imp attribute of a liquid assets.
2. Safety
The 2nd imp consideration that a Bank should be an in mind while investing its funds his safety A Bank is a dealer in other peoples and money so it should look to the safety of the funds belonging to the depositors in order to safe guard the funds of the depositors a Bank should invest its funds on safe assets.
3. Profitability
The 3rd imp consideration is profitability or return on the funds invested. A co Bank is a B/S or institution so it must earn sufficient profits to meet its expenses and pay good dividend to its shareholders.
CHAPTER – IV
PERSONAL SEGMENT ADVANCES
LIST OF P’SEG ADVANCES
CONTENTS
PERSONAL SEGMENT
HAPPY HOME SCHEME
1] Car Loan2] Two Wheelers (Scooters)3] Solar Water Heaters4] Purchase of Computers
LOAN FOR PURCHASE
5] Loan for Purchase of consumer durables
OTHER ADVANCES
6] Direct Housing Finance7] Loan for Purchase of Residential Site/Plat8] Home Loan AlC of WHB9] Education Loan – Granamitra Scheme
HELPAGE SCHEME
10] Loans for pensioners for medical treatment11] General-purpose loan against mortgage of immovable property12] Personal Loan-Any purpose13] Personal Loans my Bank UTSAU14] Credit cum subsidy scheme of GOC for Rural Housing
15] Golden Jubilee Rural Housing Finance of National Housing Bank16] EUCATIONAL Loan Scheme (Supreme Court) for students in private and professional colleges.
GOLD LOAN
17] Advances against Gold ornaments.18] O.D. against Gold ornaments.
ADVANCES AGAINST SECURITIES
19] Cash key scheme20] Advances against Deposits21] Advances against SBI-Magnum22] Advance to employees to Buy share of their co’s23] Stock support scheme- Advances against shares & debentures.24] Advances against demat shares & debentures. 25] Advances against Gold bonds26] Advances against Gold securities27] Advances against NSC28] Advances against Indira Vikas Patra29] Advances against Kisan Vikas Patra30] Advances against Life Policies31] Advances against UTI32] PUSTAKA MITRA
POLICY GUIDELINES RELATING TO PERSONAL SEGMENT ADVANCES FOR 2003-2004
SEGMENTAL ADVANCES GROWTH BUDJET
(Rs. In crores)DESCRIPTION March 2002
ACTUALSMarch 2003Estimates
March 2004Projections
PERSONAL TOTAL
103 200 600
PERSONAL (STAFF)
44 0 0
TOTAL 147 200 600
30% of the total advances growth is budgeted under the personal segment.
Rs 480 crs out of 600 crs allotted to Bangalore, Mysore and Hubli zones covering 477 out of 608 Branch
Growth in cost two years only under Housing Loans and Educational Loans, growth to be segment Loans viz., consumer loans vehicle loans personal loans mortgage loans, etc
New products will be introduced during the year regularly.
Cross-selling of other loans to existing borrowers to be intensified. Person availing Housing loan should be encouraged to avail consumer loans, vehicle loans etc.,
Retail marketing will receive greater attention and a team of marketing officers will be detailed and trained for this purpose.
The details of sub-allocation of p’seg advances are indicated below.
Personal Segment advances Budget For 2003-2004
(In crores)HOUSING
EDUCATION
CONSUMER
VEHICLE
MORTGAGE
SHARES
OTHERS
Total
370 43 90 32 27 10 28 600
Growth percentage envisaged for 2003-04 is very high at 82%. This will call for allocation of budgets to all the branches under PERSONAL SEGMENT. Metro and urban branches should achieve 100% growth, while semi urban branches should achieve 80% growth and rural branches at 75%.
A strategy for achieving advances growth personal segment.
Tie-up with corporate, PSUs for a summer loans, vehicle loans, housing loans to their employees.
Opening of specialized Housing finance branches at major centers to begin with in Bangalore, Mysore, Hubli, Shimoga, Mumbai, Delhi, Chennai etc.,
Tie-up with colleges/universities for group educational loans.
Tie-up with major dealers of reputed brands for consumer durables financing.
Organization of exhibitions during festivals and events.
Tie-up with real estate developers and reputed builders for increasing housing finance.
Bring-out updated small book-lets Lisnlighting various schemes of bank.
Introducing novelties like flexible EMIS, free insurance etc,
Tie-up with departmental stores for financing their customers for purchase of major consumer durables.
Cross selling of products to all our customers.
Opening of specialized branches for advances under retail segment at Bangalore, Mysore, Shimoga, Chennai, etc.
STRATEGIES FOR ACHIEVING DEPOSIT GROWTH
The focus should be laid on increasing the market share at major centers like, Bang lore, Mumbai, Kolkota, Chennai, New Delhi, Hyderabad, Mysore, Hubli, Davangere, Mangalore, Belguam, Shimoga, Hassan, Chikmagalore, Madikere etc,.
Focus should be laid on increasing the number of Loans from traders. Share of flow cost deposits to be increased to aim at 15% under current A/c and 25% under savings Bank A/c.
Increased emphasis should be laid on
a. Excellent customer serviceb. Overall customer orientationc. Offering innovative products and increased use of
technology.d. Offering new delivery channels.e. Expanding the branch network in new potential areas.
STRATIGIES FOR ACHIEVING DEPOSIT GROWTH RELATING TO PERSONAL SEGMENT
Mainly by extending very good customer service and also provide all value added services.
To secure accounts in the age group of 18-35 years, preferably in the wish earning income (who are employed in private companies/multinational companies/export oriented companies)
Focus on skilled professionals like doctors chartered accountants Engineers. Advocates, processors, software engineers, MBAs and Finance managers etc.
INTEREST EXPENCES
Interest on Deposits
The interest expenses are projected to increase from 700 crores to Rs 1500 crores under ‘PER’ segment advances.
DEPOSITS
PERSONAL SEGMENT GROWTH ALLOCATION (In crores)SEGMENT 31-3-2002
ACTUAL GROWTH
31-03-2003 ESTIMATED GROWTH
31-03-2004 PROJECTED GROWTH
PERSONAL ‘SEG’
770 550 1500
Since the opportunities under ‘PER’ segment are available uniformly in all the population groups, viz, rural, semi urban, urban and metro, we have proposed a uniform rate of 29% growth among all the modules. However depending on the potential, the following growth budget targets are stipulated with have to be ensured by the controllers. Viz, metro branches 50% urban branches 40% semi urban branches 30% rural branches
20%. For achieving the budgeted growth of Rs.1500 crores under PER segment advances. It is essential that each and every branch of the bank contribute to the growth throughout the year.Increasing the number of customers serviced is the key in achieving this talk. Hence increasing the efficiency of operations and level of customer’s service should be the fundamental task at all the branches.
CHAPTER – V
STATE BANK OF MYSORE
HISTORY
The origin of STATE BANK OF MYSORE is to be traced to the resolution adopted at my sore economic conference held in June 1912. At the instance of banking committee leaded by Late Sir. M.Visveshwariaha as its chairman Sir, M.V. as it chairman. That is state aided bank called the “Bank of Mysore” should be established under the patronage of govt. of his highness. The in charge of a Mysore.
Under the gracecious patronage of his highness’s govt. the Bank was registered on the 19th may 1913 and after completion of the necessary preliminary formalities. The Bank opened its B/S on 2nd Oct 1913.
In 1953 the SBM was appointed as on agent of RBI for the purpose of conducting govt business on 1st march 1960. The bank become a subsidiary of the SBI under “SBI (subsidiary banks) Act 1959”.
The bank with its historical linkages with the people of Karnataka has continued its commitment with more vigor towards the exciting advantage of transforming. The economic
structure of the country by reaching out to the trodden and helpless. It has successfully emerged as an effective instrument for bringing about significant solid economic changes in Karnataka particularly in the rural areas.
SBM has 54 authorized branches to deal in foreign exchange, transactions spread throughout India. This branch not only covers the metropolitan center. Besides these authorized branches are other branches undertake certain selected transactions of foreign exchange. SBM has correspondent relationship with over 100 overseas bank covering every IMP trade and financial center all over World.
The dealing a round at B’lore and Mumbai are well known for professional excellence in the currency markets. A deals in 18 foreign currencies and has fully computerized telecommunication and information process systems with instant access total international and financial and currency markets. The bank provides finance to its customers fertilizing telecommunication systems. Correspondent network and professional competence of official. The establishments of SWIFT connection enables instant transfer of funds to international banks are over World.
The SBM is one of the subsidiary banks of SBI. It was established in the year 1913, with a depositing 2.25 crores and the loans and advances of 2 crores. The SBM has head office at Ban galore and has more than 560 branches all over the country.
SBM has classified into the main zones namely:
1. Ban galore Zone2. Mysore Zone3. Hubli Zone4. Central Zone
The Bangalore zone includes branches in district of Bangalore and Tumkur. Central zone includes all the branches outside Karnataka and Kolar district. Mysore zone includes are branches Mysore, Mandya, Kodgu, Chickmangalore and Hassan district. Hubli zone includes Shimoga, Uttara Kannada, Chitradurga, Dharwad, Belguam, Bellary, Raichur, Bijapur, Gulbarga and Bidar district and also Goa state.
Deputy General Manger and assistant general manager head all the zones. Each zone is further divided under regions. Each zone has got four regions. And Regional manager heads regions. After this last stage of management that is branches which are headed by branch manager.
Bangalore zone, mysore zone and also Hubli zone are contained 360 branches in which each zone contains 120 branches and central zone contained other 203 branches in all over the country. Central zone contains these banks in metropolitan cities like Mumbai, Chennai, Delhi, and Calcutta and other main cities of the country.
The SBM has given an opportunity to work in banks for more than 12000 in all over the country.
Boards of directors are managing SBM. They are managing directors of bank, under sectary Govt of India, Deputy managing director. Associates in subsidiaries. SBI central office. General manager associates and subsidiaries chairman of SBI and representatives from employees and officers association.
In India being one of the fastest growing countries in Asia offers unique opportunities to non-resident Indian and over seas corporate bodies predominantly owned by non-residents for investment as deposit with banks. The Mysore Banks has maintained tradition of extending excellent and continuous customers service and has evolved schemes both under deposits and advance to suit to the needs of the clients. The banks has gained vast experience in securing non resident accounts and has in its books, a large number of non resident account.
As a non-resident are properly aware of present progressive policies of the Government of India. The honorable finance minister in his budget presentation has offered the following benefits to NRIs.
Remittance in foreign exchange is individual residents includes are totally exempted from the preview of gift tax.
NRIs are allowed to invest in housing and real estate and the only condition is that repartrialction benefits out of the income generated from rent/sale proceeds of the assets are available.
The ceiling on equity contribution by the NRIs has been enhanced up to 51%.
SBM offers the following deposits schemes specially designed for non-residents
1. Non-residents deposits Account2. Foreign currency deposit Account3. Non-resident non-reportable deposit account4. Resident foreign currency deposit account.
SBM has designed a special scheme for loans to persons going abroad an employment to meet the Co’s of on ward passage face. Housing finance is available to NRI up to 75% of the cost of the flat or house to maximum limit of Rs.1000000. the facilities of safe deposit lockers. Safe custody of shares or securities is available to non-resident customers.
SBM provides an extensive range of specialized service under one roof merchant banking bureaus at Bangalore, Mumbai, Chennai, New Delhi, Calcutta.
Branches and Offices
The administer of this Bank is of three tiers systems. The head office is situated at Bangalore.
The Bank has a network of 623 Branches and an extension counters spread all over India, which includes 6 specialized SSI Branches, 4 Industrial Finance Branches, 3 Specialized personal Banking Branches offering wide range of financial services.
DEVELOPMENT
The Bank has many pioneering achievements. It has pioneered in financing Coffee and Silk industries and has taken lead in financing agriculture and small-scale industrial activities. The Bank has played a very proactive and dynamic role in the economic of Karnataka state it enjoys exceller branch equity and a household name in state.
TECHNOLOGICAL DEVELOPMENT
The Banks is constantly upgrading technology to improve the efficiency of operations and to provide efficient customer service.
COMPUTER SECTION
Out of 623 branches, 480 branches have been computerized covering 89% of the Business and 69% of Branch network. Plans are a govt. to achieve 100% computerization by Dec 2003.
ATM NETWORK
The Bank has installed 42 ATMs of which 37 are networked with State Bank ATM Network with more than 2000 ATMs spread over 486 centers across the country.
OTHER DEVELOPMENTS
1) Value added services like DD printing through floppies, tale-banking facility, and customer enquiry terminal are being provided to the customers.
2) It is proposed to provide single window operation facility at is fully computerized branches.
3) The Banks is participating in the core Banking solution project of the State Bank group which will provide any –where and any time Banking facility to the customers.
4) Bank has entered into strategy alliances with all major tractor manufactures for tractor finance, M/s.Maruthi Udyog Limited for car finance.
M/S TVS Company for two wheeler finance etcWhich has enabled to after loans on attractive terms.
5) The Bank has entered into corporate Agency with SBI life Insurance company for distribution of insurance products.SBIMF and SBI caps for providing investments, SBI cards for marketing credit cards.
6) Banks dominate presence in the rural and semi-urban areas of Karnataka have significant implication for strategic initiative for penetration of banking and other financial services including insurance products.
PERFORMANCE HIGHLIGHTS AND WORKING RESULTS
As on 31st march 2003.
Paid up capital
The paid up capital of the Bank is Rs.36 crores and the Net worth of the bank is Rs. 430.96 crores as on 31/03/2003.Adequacy ratio
The Bank had achieved a capital Adequacy Ratio of 11.62% as at the end of March 2003.
Dividend The Bank has declared a dividend of 40%.
Asset
The size of the Asset of the Bank arouse 10,000,00 Crores.
Credit Expansion
The gross advances of the Bank increased from Rs. 5173. 97 crores to 5549.83 crores in march 2003.
Investments
The total investments in Government, approved and other securities increased to Rs. 4771.68 crores as at the end of March 2003 from Rs. 4170.34 crores at the end of March 2002.
International BankingDuring the year Foreign Exchange turnover recorded an
increase of 11.06% and amounted to Rs. 7561.52 crores as compared to Rs. 6807.68 crores during the previous year.
The Bank’s advances by ware of Export credit stood at Rs. 446.21 crores as at the end of March 2003 and considered 9.62% of the Bank’s Net Bank Credit.
Merchant Banking
The primary market continued to be swiggish during 2002-03 and consequently. The Bank’s merchant banking activities were at low throughout the year.
HUMAN RESOURCES Training
During the year 2002-03, 168 training programmes were organized at the Bank’s staff training centers at Bangalore and Mysore, imparting training to 3184 employees of all adders.
586 Officials were deputed to out side training institutions like SBSC Hyderabad /Gurgaon, SBIRD Hyderabad, NIBM Pune, 13TC Mumbai etc.
With a view to motivate Human resources of the Bank, we conducted an “ on – site” “Organizational Development Programmed on motivation and Group Dynamics” where in “My Bank Awareness programmes “ along with “change” were covered.
Man power profile
As at the end of March 2003, the total staff strength of the Bank stood at 9743 as against 9872 at the end of previous year. The staff strength comprised of 2348 officers 5447 clerks/cashiers and 1948 subordinate staff. Of These 930 are ex – defense personnel, 103 belong to the physically handicapped category and 528 employees seniority communities.
Women’s representation
At the end of March 2003, there were 2035 women employees in the Bank compared to 2049 at the end of March 2002. The Bank continued to provide equal opportunity to women in their career progression.
The Following pie chart shows the Break up of Income of the Bank
From the above diagram we know that the operating profit increased to Rs. 352.74 crores in 2002-2003 from Rs. 234.79 crores in 2001-2002 (50.24%).
The net profit also increased to Rs. 115.92 crores from Rs. 65.90 crores (75.90%) the Return on Assets increased to 1.02% from 0.64% and Return on Equity to 26.90% from 18.74%.
The Following diagram shows the Deposits of the Bank.
40%
36%
22%
2%
BREAK-UP INCOME OF THE BANK
interest on advances interest on investments non interest income other interest
Deposits (Rs in crores)
2000-01 2001-02 2002-030
50
100
150
200
250
300
350
400
137.
94
234.
79
352.
75
25.7
2
65.9
115.
92
GRAPH SHOWING THE PROFIT OF THE BANK
operating profit net profit
YEAR
Rs. i
n cr
ores
Following graph shows the deposits of the bank
From the above diagram we known that the Aggregate deposits of the Bank stood at Rs. 8792.71 crores as at the end of March 2003 recorded a growth of Rs. 585.47 (crs.) (7.13%). Deposits under personal segment increased by Rs. 526.82 crores (11.46%) in 2002 –2003.
2000-01 2001-02 2002-030
1000
2000
3000
4000
5000
6000
7000
8000
9000
3825
.41
4595
.18
5120
.01
7334
.69
8207
.24
8792
.71
GRAPH SHOWS DEPOSIT OF BANK
personal segment agricultural department
YEAR
Rs. IN
cror
es
The Following diagram shows the Advances and Investments of the Bank.
From the above diagram we know that The total investments in Government, approved and other securities increased to Rs. 4771.68 crores as at the end of March 2003 from
2000-01 2001-02 2002-030
1000
2000
3000
4000
5000
6000
4529
.63
5173
.97
5549
.83
3550
.32
4158
.84
4760
.57
GRAPH SHOWS ADVANCES AND IN-VESTMENTS OF THE BANK
advances investments
YEAR
Rs. In
cro
res
Rs. 4170.34 crores at the end of March 2002, recording growth rate of 14.42% (Rs. 601.34 crores).
The Following table shows the statistical profile of
S.B.M.
Statistical Profile
As on 31st march 2003. (Rs. In Crores)
Capital 36.00Net worth 430.96Return on Assets (%) 1.02Return on Equity (%) 26.90Aggregate Deposits 8792.71Market share in ASCB (%) 0.67Advances 5549.83Market share in ASCB (%) 0.75Credit Deposit Ratio 63.12Priority Sector Advances 2017.57 Bank Credit (% NET) 43.49Credit investment Deposit Rate
117.39
FOREX TURNOUER 7561.52Number of branches 609Fully computerized Branches
173
Branches with ALPMS 167
% Of Business covered under computers
82%
Number of staff 9743Average B/s Per employee 146.49Business Per Branch 2382.48Operating profit 352.74Net profit 115.92Interest Spread (%) 342Expenses Ratio (%) 48.16Staff expenses Ratio 18.65Capital advance Ratio (%) 11.62Net NPA Ratio % 5.19
Excluding service Branches
Position as at the end of June 2003
Aggregate deposit 9,020.76Advances 5522.60Priority sector advances 2032.74% Of PSA to wet bank credit 43.85Forex turnover 1808.89Operating profit 101.86
CATEGORY-WISE DISTRIBUTION OF AGG DEPOSITS – JUNE’03
Category Amount % Of Total
Current A/c. 757.14 8.89Savings Bank 2468.16 27.36Term and others 5318.04 58.95Bulk deposits 477.42 5.30Total 9020.76 100.00
AREAWISE DESTRIBUTION OF BRANCHES AND BUSINESS – JUNE 2003
AREA RURAL SEMI URBAN
URBAN METRO Total
No of Branches
213 147 113 138 611
Agg. Dept
948.53 1895.67 1893.02 4283.54 9020.76
Advances
890.82 1059.81 893.44 2678.54 5522.61
The following tables show the performance of the S.B.M. at top 3 Branches area wise
ACCLAIM – MARCH 2003TOP 3 BRANCHES AREA WISE
Net Result Forex businessMETRO (Rs. In Lacks)Mayabazar Delhi 1,468.54Bangalore 1,205.75Mumbai 1,068.66
URBANMysore 551.46Shimoga 289.62Davangere 235.44
SEMI URBANChickmagalur 392.60Avinashi 200.30Chitradurga 189.44
METROMayabazar 113921.49Delhi Mumbai 91312.40Cheni 51805.71
URBANMysore 13556.00Tirupur 9100.982Visakapatnam 5355.82
SEMI-URBANAviinashi 11435.14BDVT 3376.82Chikmagalur 724.57
RURALHirehalli
RURALJvsh, Torangalu 241.31MudigereChickmagalur 159.94ADB Abbur 149.05
Undustrial estate 5694.63Harita 3736.73I.I.M.campusbilekaahalli 317.48
BALANCE SHEET AS AT 31 ST MARCH 2003 OF S.B.M:
Particulars Sl.No
As on 31-3-03 As on 31-3-2002
CAPITAL AND LIABILITIESCapitalReserves & Surplus DepositsBarrowingOther Liabilities andProvisions
12345
3600003949580
901311583354081
155626.81
3600003155734
85248494795107
3977336
Total 113357500 103536671
ASSETSCash and Balance with RBI
Balances with banks and money at
call & short notice
Investments
Advances
Fixed Assets
Other Assets
67
891011
46523844906232
4760568352606673
3829343203394
57344773457325
4158834449145005
3617973249713
Total 113357500 103536671
Contingent LiabilitiesBill for collection
12 492124442751564
331924441802027
STATE BANK OF MYSORE IN SHIMOGA DISTRICT
PROFILE OF THE BRANCHBRANCH OPENED ON 2-9-1914NAME OF THE BRANCH MANAGERM.R.JAYESHA
(Chief Manager)NAMES OF OTHER OFFICERS:1. SHANTHAMURTHY. K.L. Manager [Advances] 2. KULIMUTHU.A.K. Manager [Accounts]3. CHIDAMBARA.S.H. Manager [Cash]4. SUBBURAO.S.N. Manager
[A.B.D.]
THE FOLLOWING TABLE SHOWS THE PERFORMANCE OF THE BRANCH
BUSINESS HEAD
MARCH 2001
MARCH 2002
MARCH 2003
AUGUST 2003 BUDGET
2004ACTUALS ACTUALS ACTUALS BUDGET ACTUALS
DEPOSITS 412976 497203 540894 580777 551664 676943
ADVANCES 341746 417079 481029 513279 498310 561029
Total T/O 84702 914282 1021923 104056 1237972Total T/o 84702 914282 1021923 104056 1049974
From the above table it is clear that the performance of the Branch up to August 2003 and Budget for 2004.
The following table shows deposits and advances of the branch during the 13 preceding previous years
Year Deposits Advances Total turn over
31.3.1990
9.27 19.53 28.80
31.3.1991
10.29 24.58 34.87
31.3.1992
11.27 33.55 44.62
31.3.1993
14.58 31.35 45.93
31.3.1994
14.87 27.83 42.70
31.3.1995
18.64 32.80 51.44
31.3.1996
25.87 24.79 50.66
31.3.1997
30.10 28.65 58.75
31.3.1998
25.78 27.82 53.60
31.3.1999
31.66 29.82 61.03
31.3.2000
29.99 30.50 60.49
31.3.2001
40.10 34.17 74.27
31.3.2002
44.82 41.70 86.52
31.3.2003
52.70 48.10 100.80
29.8.2003
55.17 49.83 105.00
From the above table it is clear that the total turn over of the branch and it shows the rate of turn over is increased from year to year.
The following shows the Agregate Deposits advances and Deposits of Diff Segmenetal advances its allocation is clearly with the help of the following tables we may know about the different segmental advances deposits of the Branch.
STATE BANK OF MYSTOREMAIN BRANCH, SHIMOGA
Particulars 31.3.01 31.03.02 31.3.03Aggregate Deposits
40.10 44.82 52.70
Advances 34.17 41.70 48.10Profit 1.07 1.75 2.90N.P.A 9.21 8.85 7.35
“P” SEGMENT
Deposits 51.83 18.91 24.52Advances 7.93 7.92 12.88Excluding staff loan
2.41 5.82 9.14
AGR SEGMENT
Deposits 3.57 4.15 3.19
Advances 11.67 12.96 11.18
C & I SEGMENT
Deposits 13.38 14.70 18.35Advances 11.67 12.96 11.18
SIB (SEGMENT)
Deposits 7.30 7.05 6.64Advances 8.95 11.05 11.90Productivity (in Lacks)
74.36 115.37 130
STAFF STRENGTH
Officers 20 17 16Award Staff 50 40 41Sub Staff 21 16 17Total 91 73 74
The following table shows the performance of the Branch relating to personnel segment advances.
PERSONNEL SEGMENT ADVANCES
NAME OF OFFICER IN CHARGE : ASHA LATHA
BUSINESS: PERFORMANCE
Particulars
MARCH 2001
MARCH 2002
MARCH 2003
AUGUST 2003 MARCH 2004
Actual Actual Actual Actual Budget
Budget
Deposits 11440 143248
232818
250527
274929
Advances
51708 60195 122843
144883
148800
NPA ( PB)
60 42
NON PB 4171 3563
POSITION OF RETURNS:SUBMITTED UP TO 31.8.2003
AS ON 31ST AUGUST 2003UNDER DIFFERENT HEADS
POSITION AS31-3-2003
PARTICULARS BUDGET FOR 8-2004
ACHIVEMENT UPTO
31.8.2003555.54 DIRECT HOUSING
LOANS775.64 604.78
59.95 EDUCATIION 79.95 65.12
LOANSCONSUMER 10.10 2.30
129.7 MORTGAGE 129.73 144.95169.26 OTHERS 324.04 349.31288.43 TOTAL 1528.43 1488.00
Other facilities are available in this Branch they are
1) Currency system available2) Locker system are available3) ATM facility are available NAS opened on 4-sep-034) Fully computerized in 19.10.025) Package master: the Bank acts like a package master that
means the other Banks are opened A current A/c. in this branch because this Branch is a currency chest branch and clearing is conducted here.
6) Clearing conduct: Clearing of local inter Bank cheques7) On behalf Govt. the Bank is collecting the receipts and
making payment to Govt. depts.8) Issue of stamp paper.
Working Hours of the Branch
Monday to Friday – 10 A.M to 2.30 P.MExtended B/s. Hours
3 P.M to 4 P.M
Saturday -- 10.30 A.M to 12.30 P.M
Extended Business hours12.30 P.M to 1.00 P.M
Extended B/s hours let applicable to Govt treasury transactions.Sunday – Holiday
TIME NORMS FOR DIFF WORK
1) PAYMENT OF CHEQUE – 5-10 MINUTES2) ISSUING CHEQUES BOOKS – 8-10 MINUTES3) OPENING OF ACCOUNT – 10-15 MINUTES4) ISSUE OF DD – 10-15 MINUTES5) PAYMENT OF DD –10-15 MINUTES6) RECEIPT OF CASH – FOR 100 PIECES OF VARIOUS
DOMINATION – 3-10 MINUTS7) TRANSACTION AT TELLER COUNTER – UPTO 8000/-
IMMEDIATELY
DD/Pay order commission
Cash Transfer1-50 per Rs. 1000/- Rs. 1 per Rs.1000/-Min Rs 25/- Min Rs.20/-Max Rs.5000/- Max Rs.5000/-
Min BalanceS.B. A/c. - 1000/-C/A/c - 5000/-
The following table shows the Achievement of the branch in the last 3 year. From 31.3.00 to march 03.
31.3.00
31.3.2001
31.3.2002
Up to Feb’03
Estimated Upto
Mar’03
Budget 03-04
Commerce & Institutional
5.78 13.38 14.70 19.78 21.50 25.00
Small Industry & B/s
5.89 7.30 7.05 7.60 8.00 10.00
AGR 4.00 3.59 4.16 3.58 4.00 5.00P’SEG 14.32 15.83 18.91 23.90 24.50 30.00Total 29.99 40.10 44.82 54.96 57.00 70.00
The following table shows the Achievement of the branch in last 4 years from 31/3/00 to 03-04
ADVANCES (In Crores)
31/3/0 31/3/01 31/3/ Upto Estimated Budget
0 02 Feb’03 up to March’03
03-04
SSISBF
8.13 8.95 11.05 11.13 11.25 12.00
AGR 4.33 5.60 9.77 15.30 15.50 17.00C & I 11.98 11.69 12.96 5.47 5.75 7.00“P” 6.06 7.93 7.92 12.44 12.75 15.00Total 30.50 34.17 41.70 44.34 45.25 51.00PROFIT 3.13 1.07 1.75 2.91 3.20 4.00
From the above tables we may know that the achievement of the branch in Deposits and advances and profit from 31-3-00 to Feb’03.
CHAPTER-VIANALYSIS OF SURVEY FINDINGS
INTRODUCTION
‘SURVEY’ means in depth study of any subject and collecting inner expressions of respondents for the purpose of knowing their attitude about which survey is conducted.
Customers are faced with problems while dealing with banks therefore to study their problems questionnaire was prepared and given to selected customers. For an in depth study of the problems faced by the public while dealing with the bank a questionnaire was given to the customer.
The entire area covered by survey is classified into different parts are their customers are selected on random sample basis and are given a format of questionnaire and are requested to fill it and return to us. The survey has been successfully carried out and survey is covered over some customers of the bank, respondents were distributed and their relationship.
The data collected during survey has been analyzed using statistical tools like averaging percentages etc.
The test survey covered over 75 customers covering a range with different standards on the basis of education and their occupation was selected for an examination. In all 50 desirable replies have been taken for analysis to serve objectives of the survey.
Data is collected form 2 sources they are
1. Primary data2. Secondary data.
Primary data is that data which is. Collected for the first time. It is the first hand data. It is collected directors from bankers and through customers.
Secondary data is the data, which is already, collected by some body, which we get from newspapers, Internet facility, magazines, annual reports booklets.
ANALYSIS OF SURVEY FINDINGS
1. The following table shows the distribution of respondent on the basis of their age
TABLE-1AGE NO OF
RESPONDENTSPERCNETAGE
18-2525-5050 & above
093506
18%70%12%
From the above table, it is clear that more number of customers belong to the age group of between 25-50. Thus, there is need to extend the credit facility to the persons belonging to the age group of between 18-25.
2. The following table shows the distribution of respondent on the basis of their sex and marital status.
Table – 2
No of responde
nts
Male married
Male unmarre
d
Total Female married
Female unmarrie
d
Total
50 32 5 37 10 3 15% 86% 14% 74% 76% 24% 26
%
From the above table, it is clear that more number of customers belong to male and married. Thus there is need to extend credit facility to the persons belonging to the female category.
From the above table, it is clear that, more number of customers belong to the male married category. Thus there is need to extend the credit facility to female and male unmarried category.
3. The followings table shows the occupation of the respondents received there in.
TABLE-3
Sl.No Occupation No of Respondents
Percentage
123456
StudentProfessionalsP’SEGEmployeesB/sHouse wifeTotal
1229511250
2%4%
58%10%22%4%
100%
Above analysis relating to the occupation of the respondents. It is clear that majority account holders are P’SEG advances holders when compared to professional and business peoples. Since they deal with day-to-day transactions and more benefited.
4. The following table shows the distribution of respondents on the basis of their education.
Table – 4
Sl.No Respondents No of Percentage
Qualification respondents1234
SSLCPUCDegreeOthersTotal
131518450
26%30%36%8%
100%
Above analysis relating to account holders education, it is clear that majority of A/c holder are degree holders compared to other group and have been operating their account efficiencies and without any difficulty.
5. Customer Service:
The following table shows CUSTOMER SERVICE IN P’SEG BRANCH (S.B.M)
Table – 5
Sl.No Particular Yes No Total1 Prompt in putting
through transaction
46 4 50
Percentage 92 8 100%2 Prompt decision
by authorities45 5 50
Percentage 90% 10% 100%From the above table it shows that 92% of the customers
are receiving Prompt Service at the counter.
From the above table, it is revealed that majority of the respondents are satisfied with the Bank Service.
6. Following table shows the general attitude of clients towards the Bank
Table – 6
Particulars Courteous
% Co operati
ve
% In differe
nt
%
General attitude of client towards the Bank
25 50%
203 46% 2 4%
Regarding general attitude of the clients towards the P’SEG Branch. Survey revealed that 50% respondents expressed as courteous, where as 46% of respondents expressed as co operative, where as 46% of respondents expressed as indifferent. It can be clearly under stood that majority of the respondents said that the general attitude of the clients towards the Bank are courteous.
SUMMARY OF OBSERVATION
From the above survey we can observe the following points regarding the customer survey, Bank charges towards P’SEG loan provided by STATE BANK OF MYSORE P’ SEG BRANCH)
1. It is providing good financial assistance to build houses, purchase of vehicle and education and loan for medical treatment to pensioners, and they also grant loans against diff securities.
2. It is providing very good customer service.3. This branch is taking prompt and proper division at timing
division making.4. This branch employee strictly follows the rules and
regulation of the bank.5. Customers are satisfied with the service rendered by the
P’SEG Branch.6. P’SEG Branch charges considerable rate of interest for
P’SEG loan overall it is charging a considerable rate of interest.
7. Through advertisement media and friends P’SEG is came to be know to people.
-
CHAPTER –VII
PROBLEMS
SPECIFIC PROBLEMS IN CUSTOMERS SERVICE
1.Delay and inaccuracy in putting through transaction.2.In adequate and delay in correspondence 3.Dealer facility and UN healthy decision-making.4.Absence of the mentally Discipline.5.Fact of uniformity Bank charges.6.No satisfaction with loan amount.
The customers were satisfied with the service rendered by bank in general. The customer were not very clear about their demand, nor they had clear ideas of their problems and definite in their suggestion for solving their problems. The problems faced by them were listed and the same was posted to the Bank.
PROBLEMS
1.Introduction increase a new a/c
Many of the people who do not have accounts or who have opened accounts find difficulty in providing proper instruction at the time of O/s and running their accounts
2. Pass book and statements
It is general feelings that the passbooks rendered are not returned immediately and are retraction some pre texts to be the returned center on.
3. Standings instructions
Standings instructions in some cases are not carried out in the time. Nor such instruction carried out in time. Nor such instruction carried out informed to the depositor
4. Delay in Accepting Instrument
There is delay in accepting cheques rendered at the counter and acknowledgement receipts delayed.
5.Claims settlement
It is also felt that claims settlement at the bank is not mutual.
CHAPTER –VII
SUGGESTIONS
RECOMMENDATIONS
SUGGETIONS RECOMMENDATIONS FOR THE PROBLEM
SOLUTION TO THE PROBLEMS
The problem founded by and as revealed by the questionnaire survey was posed to the Bank and manager and staff was kind enough to replay and offer solutions to the problems.
1. Introduction in case of new accounts
A proper instruction is required at the time of opening of an A/c at the Bank undesirable accounts. An undesirable a/c is one, which posses risk and lower scope, through fundamental deal with the Banker by customer, any risk and danger, which can be avoided, has to be fore seen and taken care off. The proper introduction takes care off otherwise problems enquiry. Which
the banker may reason to and may not be linked by all. Banks generally accounts proofs if produced as valid introduction for opening an A/c.
2. Pass Book and Statement
The delay is normally due to improper timings in tendering. The same for recording certain transaction like recording cheque for cash payments and releasing credits for issue of drafts, clearings cheques presented little times for pass books writing during business hours. And the customers normally find it convenient to visit the bank to carry out these transactions during the business hours.
3. Standings Instructions
The Standing instructions are carried out usually in time, expect under abnormal conditions like shortage of staff when such delay takes place.
4. Delay in Accepting Instruments
Till the bank evolves a better method of stamping the instruments and the acknowledgements voucher the delaying put
to be there. One officer is exclusively entrusted with the no of accepting the instrument.
5. Claim Settlement
With the amendments in banking laws the customer can choose the nominate any person to receive the money on his behalf after his death.
In order to improve the customer service in banks
Service rendered has to be properly defined. This requires staff training and customer education.
Analyzing individual customer behavior and needs. Customer service match with the marketing effort. Analyzing the feed back from customer with a view to
rendering service stakes of evolving new strategies with element competitiveness.
Creating proper working atmosphere. Having official in important centers to guide the
customer handling at various branches.
CHAPTER – IX
APPENDIX
CONSUMER QUESTIONNAIRE
FROM:P.MAHESHSHIMOGA
Dear Sir,
Sub: Request to fill the questionnaires.
I am student of final year B.B.M in Dr.AMBEDKAR B.B.M COLLEGE SHIMOGA, for the partial fulfillment of “PROJECT REPORT”, which is compulsory subject prescribed in the syllabus of our university. In my case it is “CREDIT FACILITIES TOWARDS PERSONAL SEGMENT”
For the above purpose I am doing a project title “CREDIT FACILITIES TOWARDS P’SEG” – with APECIAL REFERENCE TO STATE BANK OF MYSORE P’SEG BRANCH”, SHIMOGA. I am also taking up the customer survey to elicit information and opinions regarding financial assistance to P”SEG by S.B.M. P’SEG BRANCH.
So I request your co-operation in filing the questionnaire, which, I have given to you. Please take few minutes to file the appropriate answer. I will be grateful to you for the above help. The data collected will be used for academic purpose only.
Thanking you.
Yours faithfullyP.MAHESH
BENEFICIARY QUESTIONNAIRE
1. PERSONAL DETAILS(Tick right mark where ever applicable)
A. NAME:
B. AGE:
18-25 ( ) 25-50 ( ) 50 & Above ( )
C. Marital Status
Married ( ) Unmarried ( )
D. Occupation:
Student ( ) Professional ( )P’SEG ( ) Employee ( )Business ()House wife ()
E. Income (P.M)
1000 – 5000 ( ) 5000 – 10000 ( )Above 10000 ( )
F. Education:
SSLC ( ) PUC ( )DEGREE ( ) OTHERS ( )
II Knowledge about subject:
A. Have you heard about the S.B.M P’SEG branchP.SEG Branch
Yes ( ) No ( )
B. From whom you have heard about the P’SEG branch?Yes ( ) No ( )
C. Do you have your bank A/c?
Yes ( ) No ( )
D. In which bank you have bank A/c.S.B.M ( ) CANARA BANK ( )S.B.I ( ) OTHERS ( )
III CUSTOMER SERVICE
A. Prompt in putting through transactions?Yes ( ) No ( )
B. Prompt decision by authorities Yes ( ) No ( )
C. General attitude of concern to clientCourteous ( ) Co-operative ( )Indifferent ( )
D. Lack of counseling Yes ( ) No ( )
E. Rate of interest of P’SEG loanConsiderable ( ) High ( ) Low ( )
F. Do you think service provided by S.B.M P’SEG branch in comparison with other bank?
Excellent ( ) Good ( )Cannot be compared ( ) Bad ( )
G. Are you satisfied with the loan amount?Yes ( ) No ( )
BIBLIOGRAPHY
1. THEORY OF BANKING – B.S.RAMAN
2. BANKING THEORY AND PRACTIVE – B.S.RAMAN
3. P’SEG ADVANCES POLICY GUIDE LINE BOOK,
ANNUAL BOOK – PUBLISHED BY S.B.M
4. VARIOUS PAMPLETS
5. NEWS PAPERS – THE HINDU, DECCAN HERALD
6. INTERNET
INTRODUCTION TO PROJECT REPORT
INTRODUCTION
OBJECTIVES
AREA OF STUDY
METHODOLOGY
BENEFITS OF STUDY
LIMITS OF PROJECT REPORT
CHAPTER-I
INTRODUCTION TO BANKING
INTRODUCTION
ORIGIN OF BANK
HISTORY OF BANK
INDIAN BANKING REGULATION ACT
1949
DEVELOPMENT OF BANKING
CLASSIFICATION OF BANKS
CHAPTER-II
P’SEG ADVANCE
MEANING
INTRODUCTION
IMPORTANCE
OBJECTIVES
ADVANTAGES
CHAPTER-III
LIST OF P’SEG ADVANCES
DIFF TYPES OF LOANS AND ADVANCES
UNDER THE PSEG ADVANCES AND
EXPLANATION
POLICY GUIDELINES
CHAPTER-IV
A PROFILE, SBM P’SEG BRANCH
HISTORY
DEVELOPMENT
BANK PERFORMANCE
A REGIONAL BRANCH IN SHIMOGA DISTRICT
P’SEG BRANCH
ORGANIZATION OF SBM REGIONAL OFFICE
CHAPTER-V
FINDING OF SURVEY
INTRODUCTION
ANALYSIS OF SURVEY
MAJOR FINDING OF SURVEY
CHAPTER-VI
PROBLEMS – SPECIFIC PROBLEMS IN CUSTOMER
SERVICE
PROBLEMS IN CUSTOMER SERVICE
PROBLEMS FACED BY P’SEG BRANCH
CHAPTER-VII
SUGGESTIONS
RECOMMENDATIONS AND
CONCLUSION
CHAPTER-VIII
APPENDIX
ANNEXURE
QUESTIONNAIRE
BIBLIOGRAPHY
CHAPTER-IX