SBM Project

SBM-WORKING FOR A BETTER TOMORROW
CHAPTERI 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. oday as many as !" Banks constitute the strong public sector. his pro#ect report entitled $%ro#ect &eport on credit facilities to personal segment with special reference to 'tate Bank of (ysore )'himoga (ain Branch* has been brought out to know performance of Bank and customer opinion about credit facilities by bank.
OBJECTIVES OF THE STUDY

o make detailed study of $+redit facilities to %.', provided by Bank. o know utili-ation of credit facilities of bank by customer. o study of problems connected with granting credit to customers. o study establishment, growth and progress of customer service provided by Bank.
o know opinion of customer regarding loans provided by Bank. o know general opinion about Bank. o e.press our own opinion about Bank/s developing service attract new customers and hold e.isting customer. o go into depth about +redit facilities provided by Bank. o suggest solution to their problems. o know about performance of Bank. o make brief study of customer behavior. o give recommendations to solve the problem faced by %.'. Branch in providing financial assistance to Individual persons.
AREA OF STUDY
The State Bank of Mysore PERSONAL SEGMENT Branch located at B.H. Road Shimo a is selected and their information/s about Bank/s function. his pro#ect report aimed at giving analysis in credit facilities in general and analysis of credit facility towards customers from customers point. he respondents were selected on &andom basis.
BENEFITS OF STUDY
0. We can set clear idea about bank and its development

!. 'tudy gives us to know the performance growth of bank. 1. By preparing this %ro#ect &eport, the study helps us incoming to our own suggestion for its improvements. 2. It increases our own knowledge regarding Banking operations and activities.
LIMITS OF PROJECT REPORT

0. 3ere we cannot contact all types of customers !. +ustomers will not give correct opinion about the survey 1. 4ccuracy of this report is limited because of factors like limitation of time.
METHODOLOGY
he manager of branch was personally interviewed to elicit information about the banking. 'urvey on sample basis was conducted to ascertain the information about banking system. 5or this purpose, 67 customers are selected as sample and were interviewed with the help of 8uestionnaires. %ersonal interviewed to elicit the information for them. 9arious secondary data were also collected from various published sources like maga-ines, 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. +ommercial 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. hey 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. community. hey are essential part of the
ORIGIN OF BANK
here are different opinions regarding the origin of the term bank. 4ccording to some it is derived from Italian word $B4N+:, ;atin word $B4N+<', 5rench word $B4N=<E,, which means $a bench,. In olden days European bankers using bench to transact there banking activities. 3owever, according to others the word $B4N>, is derived from German word $B4N>, which means $+ommon fund raised from a large number of public,.
HISTORY OF BANK IN INDIA

he development of modern banking in India begin with banking activities undertaken by English 4gency 3ouse at +alcutta and Bombay which combined banking with trading. It appears that the earliest bank on western line was established at (adras as early as 0?@1. he first #oint stock bank was the bank of 3industan established at +alcutta in 0""7. 4t that time another banks were established bank of Bombay in 0@27. Bank of madras in 0@21 and Bank of Bengal. 4ll these 1 banks were amalgamated in 0A!0 and were names as $ he Imperial Bank of India, and again in 0A66 this bank was taken over by govt. and was renamed as 'tate Bank of India. In 0@@A, other commercial banks were established. It was the first pure India #oint stock Bank it was followed by %un#ab National Bank in 0@A2 and so on.

Growth of banks was very slow in the beginning in 0A01 and 0A!!. 07@ banks were failed. In addition, in 0A!! and 0A1?, 1"1 banks failed. :nly 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

'ection 6)0* )0* of the Banking &egulation 4ct of 0A2A defines the term $Banking +o, as $any company which transacts the BBs of Banking in India,. 'ection 6)0* )b* of the Banking regulation 4ct of 0A2A 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 che8ue, draft, order or otherwise.
CUSTOMER AND BANKING REGULATION AS PER ACT

BAN!ER
Banker is one who does the business of Banking. 3e is a dealer in money. 'ince 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. 4ccording to 4merican definition an Banker a dealer in credit. When a person uses funds of others for giving credit he is known as a Banker. 4ccording to 3arbet 3art a banker is one who in the ordinary course of his Business honors che8ue drawn upon him by person from and for whom he receives money on current 4Bc.
"eat#res of Bankers
0. 4cceptance of deposit from public. !. %rofitable employment of fund so collected. 1. :bligation to repay deposits in demand. 2. ;ending of money. 6. Banking as a main Business.
"#nctions of Banker
0. %rimary functions !. 'econdary functions $. Primary "#nction a* 4cceptance of Ceposits b* Granting or sanction of advances c* Ciscounting Bill of E.change %. Secondary "#nctions A. A ency Ser&ices 0. +ollection of income on behalf of customer !. (aking payment on behalf of customer

1. %urchasing and sale of securities on behalf of customer 2. 4cting as a trustee and e.ecutor B. General 'tility Ser&ice 0. %rovision of deposit arrangement. !. Issue of letter of credit, travelers che8ue etc. 1. <nder writing of loans received by government. 2. &emittance of funds.
('STOMER
In common sense Dcustomer/ refers to a person who has an 4Bc with a Bank 4ccount holder can be regarded as customer according to 3.;.3art. $4 customer is a person who has an 4Bc with a Banker or for whom a Banker habitually under taken to act such,.
ACCORDING TO KERAL HIGH COURT

$4 customer is a person who has the habit of resorting to the same place or person to do BBs. 'o for as Banking transactions are concerned. 3e 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

hese customers are those who are distinguished from other types of ordinary customers by some special features, 3ence they are called special type of customers. hey are as follows (inors. ;unatics Crunker +lubs 3indu undivided family +oEoperative society %urdha woman Illiterate person rustee
E.ecutors. 00.Foint stock company. 0!.(arried women.
BANKER CUSTOMER RELATIONSHIPS

We can classify the Banker +ustomer relationship into ! main ob#ectives (1) Primar r!"a#i$%&'i(.
)!* Cebtor creditor relationship. )1* rustee in respect of safe lockers. )2* 4gent principal relation ship. )6* &ight to combine.

)*+ S,ecial feat#res of relation shi,s )"* Bankers is re8uired to pay )@* %resentation of che8ue within reasonable time. )A* Banker has to honor che8ue drawn upon him sub#ect to above condition.
DEVELOPMENT OF MODERN BANKING

5or the history of modern Banking in India a reference to the English 4gency is the days of Fust India to, would by necessary the bank of 3industan was the first Foint stock Bank to be established in India under European management. But soon of failed in the first half of the 0A th century. in 0@21. he East India to established hese 1 banks were 1 Banks. Banks of Bengal in 0@7A, Bank of Bombay in 0@27 and Bank of (adras hese banks were known as presidency banks. amalgamated in !"th Fan 0A!0 to form Imperial Bank of India. he aid commercial bank was perhaps the first purely #oint stock bank to be established in 0@@A. Walter the %un#ab National Bank. established. he Bank of India was started in 0A7? Indian Bank was started in 0A7? the Indian Bank in 0A7". 0A00. he 'BI was established and following seven banks were made subsidiaries of 'BI. 0. 'tate Bank of Beckoner and Faipur. !. 'tate Bank of Indore. 1. 'tate Bank of (ysore. he bank of Baroda in 0A7@ and the central Bank of India in he peoples Bank were

2. 'tate Bank of 3yderabad. 6. 'tate Bank of 'aurastra. ?. 'tate Bank of ravancore. ". 'tate Bank of %atiala.
CLASSIFICATION OF BANK
:n the Basis of functions Banks can be classified in to ?types. $. (OMMER(-AL BAN!S +ommercial Banks usually re8uires deposit for a short period and suppliers short term for a short period and suppliers shortEterm credit of facilities to trade and commerce. +ommercial Banks are oldest institution having wide Network of Branches. :ne of the commercial Bank in our county 'BI having 0!777 Branches all over India. %. -N.'TR-AL BAN! Industrial Bank is to meet longEterm credit facilities to needs of industries. Which provide credit to industrial under takings. /. AGR-(L'T'RAL BAN! +redit needs of 4griculture are of 1 types. hey are short, medium and long term. 'hortEterm credit is re8uired 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.

0. (ENTRAL BAN! 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. 1. SA2-NG BAN! 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. 4ny with draw all beyond a certain unit re8uires a prior notice. *. E3(HANGE BAN! hese bank finance mainly the foreign e.change Business that is the e.port and import trade of a country as they mainly finance foreign e.change BB'. hey are called $E.change Banks,.
CHAPTER III P) SEG ADVANCES

PERSONAL SEGMENT ADVANCES

-NTRO.'(T-ON he 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 dayEbyEday Banking activities are developed and change according to the needs and re8uirements of the customer. he Bank has introduced new schemes. In recent years that new scheme was introduced by the Bank/s "-NAN(-AL ASS-STAN(E TO PERSONAL SEGMENT.
PERSONAL SEGMENT
<nder this segment the '.B.(. lent money against personal as well as other securities, such as ornaments, goods and immovable property for every day. he banker knowledge of individuals and their financial position on 4Bc 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. heir utility at the cordial moment the personal relations BBW the Banker and his customers were of a cordial nature.
Meanin
<nder this segment the bank has provide loans and advances to private purposes. <nder this segment the borrower borrows the money for fulfillment of his own need for E.GE 3ousing loan, education loan, medical loan. hese types of loans main ob#ect are to fulfillment of his own needs not earning of profit. he bank has provided the loans to personal segment on the basic of the re8uirement funds by the customer.

E.GE In case of education loan, the bank has provided loan for studies. In India H &s. ".6 lacks In abroad H &s.06 lacks
.efinitions
he Indian +ompanies 4ct defines the term personal segment as $ he lending for the purpose of personal element to the public on demand,.
SCOPE OF THE SEGMENT

he scope may be divided into 6 categories namelyE 0. 3appy 3ome 'cheme. !. ;oans for purchase of consumer/s durables. 1. 3elp age scheme. 2. Gold loan. 6. 4dvances against securities. $. Ha,,y Home Scheme <nder this category the bank has provide loan to salaried persons, selfE employed, professionalsB Businessmen. 5or the purchase of car, two wheelers, solar water heaters, purchase of computers etc., !. Loan for ,#rchase of cons#mer d#ra4les5 t6o 6heelers

<nder this category the bank has provide the loans to customers for the purchase of 9, washing machine, refrigerators, furniture, computers, scooters, motor cycle )new only* etc., /. Other ad&ances <nder this category the bank has provide the loans for +:N' &<+ I:NB B<IING NEW 5;4 'B 3:<'E, EJ EN'I:N :5 EJI' ING 3:<'EB 4>E :9E& :5 EJI' ING 3:<'ING ;:4N 5&:( : 3E& 5IN4N+I4; IN' I < I:N'. 4ttractive features of (ysore Bank/s 3ousing 5inance 'chemeG E 0. ;oans from banks are cheaper than housing finance agenciesB companies. !. Nominal processing charges. 1. No administration charges. 2. No commitment charges. 6. No charges for &epayment of loanB installments. ?. Interest charged on reducing balances. 4nd also the bank has provided loans for school and village education in India and abroad. 0. Hel, AGE S(HEME5 PERS-ONER LOAN <nder this head the bank has provide loans to pensioners aged less than "7 years and medical treatment etc., and the bank also provide loans to personal e.penses, marriage function, travel, medical treatment and education and general

purpose loan against mortgage of immovable property and credit cum subsidiary scheme of G:I for &ural 3ousing. 1. Gold Loan Banks generally do not prefer gold ornaments and #ewelry as security for advance for various reasons. 3owever &eserve Bank has permitted them to accept urgent medical e.penses and other unforeseen liabilities. In 4ugust 0AA1 a ceiling on such advances was fi.ed at &s. !6777. But in 5ebruary 0AA6 banks were permitted to fi. their own ceiling. <nder this head the bank has provided advances against gold ornaments and :.C against gold ornaments. ?. Ad&ances A ainst Sec#rities he term stock e.change security refers to those securities, which are dealt with on the stock e.changes. he securities dealt with on the stock e.changes are as followsGE I. 'ecurities issued by the central and state governments. II. 'ecurities issued by semiEGovt. institutions like Improvement rust etc., III. 'hares of Foint stock company. I9. Cebentures of Foint stock company. <nder this head the bank has lent advances against deposits, 'BIE (4GN<(, shares and debentures, Cemut shares and debentures, gold bonds, Gold securities N';, Indira 9ikas %atra, >isan 9ikas %atra, ;ife policies, < I etc. he %ort rust,
While granting the loans and advances against different security, Banker should bear in mind the following 1 principles. 0* ;i8uidity !* 'afety 1* %rofitability $. Li7#idity
he
;i8uidity means the ability of a Bank to produce cash on demand li8uid asset may be convertible into cash 8uickly. 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 li8uid assets. %. Safety he !nd imp consideration that a Bank should be an in mind while investing its funds his safety 4 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. /. Profita4ility he 1rd imp consideration is profitability or return on the funds invested. 4 co Bank is a BB' or institution so it must earn sufficient profits to meet its e.penses and pay good dividend to its shareholders.
CHAPTER IV PERSONAL SEGMENT ADVANCES

LIST OF P)SEG ADVANCES
(ONTENTS PERSONAL SEGMENT HAPP8 HOME S(HEME 0K +ar ;oan !K wo Wheelers )'cooters* 1K 'olar Water 3eaters 2K %urchase of +omputers LOAN "OR P'R(HASE 6K ;oan for %urchase of consumer durables

OTHER A.2AN(ES ?K Cirect 3ousing 5inance "K ;oan for %urchase of &esidential 'iteB%lat @K 3ome ;oan 4l+ of W3B AK Education ;oan H Granamitra 'cheme HELPAGE S(HEME 07K ;oans for pensioners for medical treatment 00K GeneralEpurpose loan against mortgage of immovable property 0!K %ersonal ;oanE4ny purpose 01K %ersonal ;oans my Bank < '4< 02K +redit cum subsidy scheme of G:+ for &ural 3ousing 06K Golden Fubilee &ural 3ousing 5inance of National 3ousing Bank 0?K E<+4 I:N4; ;oan 'cheme )'upreme +ourt* for students in private and professional colleges. GOL. LOAN 0"K 4dvances against Gold ornaments. 0@K :.C. against Gold ornaments. A.2AN(ES AGA-NST SE('R-T-ES 0AK +ash key scheme !7K 4dvances against Ceposits !0K 4dvances against 'BIE(agnum !!K 4dvance to employees to Buy share of their co/s

!1K 'tock support schemeE 4dvances against shares L debentures. !2K 4dvances against demat shares L debentures. !6K 4dvances against Gold bonds !?K 4dvances against Gold securities !"K 4dvances against N'+ !@K 4dvances against Indira 9ikas %atra !AK 4dvances against >isan 9ikas %atra 17K 4dvances against ;ife %olicies 10K 4dvances against < I 1!K %<' 4>4 (I &4 POL-(8 G'-.EL-NES RELAT-NG TO PERSONAL SEGMENT A.2AN(ES "OR %99/:%990
SEGMENTAL ADVANCES GRO*TH BUDJET

)&s. In crores* .ES(R-PT-ON %E&':N4; : 4; %E&':N4; )' 455* : 4; March %99% A(T'ALS 071 22 02" March %99/ Estimates !77 7 !77 March %990 Pro;ections ?77 7 ?77
17M of the total advances growth is budgeted under the personal segment.
&s 2@7 crs out of ?77 crs allotted to Bangalore, (ysore and 3ubli -ones covering 2"" out of ?7@ Branch Growth in cost two years only under 3ousing ;oans and Educational ;oans, growth to be segment ;oans vi-., consumer loans vehicle loans personal loans mortgage loans, etc New products will be introduced during the year regularly. +rossEselling of other loans to e.isting borrowers to be intensified. %erson availing 3ousing loan should be encouraged to avail consumer loans, vehicle loans etc., &etail marketing will receive greater attention and a team of marketing officers will be detailed and trained for this purpose. he details of subEallocation of p/seg advances are indicated below.
Personal Se ment ad&ances B#d et "or %99/:%990

)In crores*
3:<'IN G 1"7 EC<+4 I: N 21 +:N'<(E & A7 9E3I+; E 1! (:& G4G E !" '34&E' 07 : 3E&' !@ otal ?77
Growth percentage envisaged for !771E72 is very high at @!M. his will call for allocation of budgets to all the branches under %E&':N4; 'EG(EN . (etro and urban branches should achieve 077M growth, while semi urban branches should achieve @7M growth and rural branches at "6M.

A strate y for achie&in ad&ances ro6th ,ersonal se ment. ieEup with corporate, %'<s for a summer loans, vehicle loans, housing loans to their employees. :pening of speciali-ed 3ousing finance branches at ma#or centers to begin with in Bangalore, (ysore, 3ubli, 'himoga, (umbai, Celhi, +hennai etc., ieEup with collegesBuniversities for group educational loans. ieEup with ma#or dealers of reputed brands for consumer durables financing.
:rgani-ation of e.hibitions during festivals and events. ieEup with real estate developers and reputed builders for increasing housing finance. BringEout updated small bookElets ;isnlighting various schemes of bank. Introducing novelties like fle.ible E(I', free insurance etc, ieEup with departmental stores for financing their customers for purchase of ma#or consumer durables. +ross selling of products to all our customers. :pening of speciali-ed branches for advances under retail segment at Bangalore, (ysore, 'himoga, +hennai, etc.
STRATEGIES FOR ACHIEVING DEPOSIT GRO*TH

he focus should be laid on increasing the market share at ma#or centers like, Bang lore, (umbai, >olkota, +hennai, New Celhi, 3yderabad, (ysore, 3ubli, Cavangere, (angalore, Belguam, 'himoga, 3assan, +hikmagalore, (adikere etc,. 5ocus should be laid on increasing the number of ;oans from traders. 'hare of flow cost deposits to be increased to aim at 06M under current 4Bc and !6M under savings Bank 4Bc. Increased emphasis should be laid on a. E.cellent customer service b. :verall customer orientation c. :ffering innovative products and increased use of technology. d. :ffering new delivery channels. e. E.panding the branch network in new potential areas.
STRATIGIES FOR ACHIEVING DEPOSIT GRO*TH RELATING TO PERSONAL SEGMENT

(ainly by e.tending very good customer service and also provide all value added services. o secure accounts in the age group of 0@E16 years, preferably in the wish earning income )who are employed in private companiesBmultinational companiesBe.port oriented companies* 5ocus on skilled professionals like doctors chartered accountants Engineers. 4dvocates, processors, software engineers, (B4s and 5inance managers etc.
INTEREST E+PENCES
-nterest on .e,osits he interest e.penses are pro#ected to increase from "77 crores to &s 0677 crores under D%E&/ segment advances.
DEPOSITS
%E&':N4; 'EG(EN G&:W 3 4;;:+4 I:N 'EG(EN 10E1E!77! 4+ <4; %E&':N4; D'EG/ 'ince the opportunities under D%E&/ segment are available uniformly in all the population groups, vi-, rural, semi urban, urban and metro, we have proposed a uniform rate of !AM growth among all the modules. 3owever depending on the potential, the following growth budget targets are stipulated with have to be ensured by the controllers. 9i-, metro branches 67M urban branches 27M semi urban branches 17M rural branches !7M. 5or achieving the budgeted growth of &s.0677 crores under %E& 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. 3ence increasing the efficiency of operations and level of customer/s service should be the fundamental task at all the branches. G&:W 3 ""7 )In crores* 10E71E!771 10E71E!772 E' I(4 EC G&:W 3 667 %&:FE+ EC G&:W 3 0677
CHAPTER V STATE BANK OF MYSORE

HISTORY
he origin of ' 4 E B4N> :5 (I':&E is to be traced to the resolution adopted at my sore economic conference held in Fune 0A0!. 4t the instance of banking committee leaded by ;ate 'ir. (.9isveshwariaha as its chairman 'ir, (.9.

as it chairman. hat is state aided bank called the $Bank of (ysore, should be
established under the patronage of govt. of his highness. he in charge of a (ysore. <nder the gracecious patronage of his highness/s govt. the Bank was registered on the 0Ath may 0A01 and after completion of the necessary preliminary formalities. he Bank opened its BB' on !nd :ct 0A01. In 0A61 the 'B( was appointed as on agent of &BI for the purpose of conducting govt business on 0st march 0A?7. he bank become a subsidiary of the 'BI under $'BI )subsidiary banks* 4ct 0A6A,. he bank with its historical linkages with the people of >arnataka has continued its commitment with more vigor towards the e.citing advantage of transforming. he 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 >arnataka particularly in the rural areas. 'B( has 62 authori-ed branches to deal in foreign e.change, transactions spread throughout India. his branch not only covers the metropolitan center. Besides these authori-ed branches are other branches undertake certain selected transactions of foreign e.change. 'B( has correspondent relationship with over 077 overseas bank covering every I(% trade and financial center all over World. he dealing a round at B/lore and (umbai are well known for professional e.cellence in the currency markets. 4 deals in 0@ foreign currencies and has fully computeri-ed telecommunication and information process systems with instant access total international and financial and currency markets. he bank provides finance to its customers fertili-ing telecommunication systems. +orrespondent

network and professional competence of official. he establishments of 'WI5
connection enables instant transfer of funds to international banks are over World. he 'B( is one of the subsidiary banks of 'BI. It was established in the year 0A01, with a depositing !.!6 crores and the loans and advances of ! crores. he 'B( has head office at Ban galore and has more than 6?7 branches all over the country. 'B( has classified into the main -ones namelyG 0. Ban galore None !. (ysore None 1. 3ubli None 2. +entral None he Bangalore -one includes branches in district of Bangalore and umkur. +entral -one includes all the branches outside >arnataka and >olar district. (ysore -one includes are branches (ysore, (andya, >odgu, +hickmangalore and 3assan district. 3ubli -one includes 'himoga, <ttara >annada, +hitradurga, Charwad, Belguam, Bellary, &aichur, Bi#apur, Gulbarga and Bidar district and also Goa state. Ceputy General (anger and assistant general manager head all the -ones. Each -one is further divided under regions. Each -one has got four regions. 4nd &egional manager heads regions. 4fter this last stage of management that is branches which are headed by branch manager. Bangalore -one, mysore -one and also 3ubli -one are contained 1?7 branches in which each -one contains 0!7 branches and central -one contained other !71 branches in all over the country. +entral -one contains these banks in

metropolitan cities like (umbai, +hennai, Celhi, and +alcutta and other main cities of the country. he 'B( has given an opportunity to work in banks for more than 0!777 in all over the country. Boards of directors are managing 'B(. hey are managing directors of
bank, under sectary Govt of India, Ceputy managing director. 4ssociates in subsidiaries. 'BI central office. General manager associates and subsidiaries chairman of 'BI and representatives from employees and officers association. In India being one of the fastest growing countries in 4sia offers uni8ue opportunities to nonEresident Indian and over seas corporate bodies predominantly owned by nonEresidents for investment as deposit with banks. he (ysore Banks has maintained tradition of e.tending e.cellent and continuous customers service and has evolved schemes both under deposits and advance to suit to the needs of the clients. he banks has gained vast e.perience in securing non resident accounts and has in its books, a large number of non resident account. 4s a nonEresident are properly aware of present progressive policies of the Government of India. he honorable finance minister in his budget presentation has offered the following benefits to N&Is. &emittance in foreign e.change is individual residents includes are totally e.empted from the preview of gift ta.. N&Is are allowed to invest in housing and real estate and the only condition is that repartrialction benefits out of the income generated from rentBsale proceeds of the assets are available.
he ceiling on e8uity contribution by the N&Is has been enhanced up to 60M. SBM offers the follo6in de,osits schemes s,ecially desi ned for non:
residents 0. NonEresidents deposits 4ccount !. 5oreign currency deposit 4ccount 1. NonEresident nonEreportable deposit account 2. &esident foreign currency deposit account. 'B( has designed a special scheme for loans to persons going abroad an employment to meet the +o/s of on ward passage face. 3ousing finance is available to N&I up to "6M of the cost of the flat or house to ma.imum limit of &s.0777777. the facilities of safe deposit lockers. 'afe custody of shares or securities is available to nonEresident customers. 'B( provides an e.tensive range of speciali-ed service under one roof merchant banking bureaus at Bangalore, (umbai, +hennai, New Celhi, +alcutta.
Branches and Offices

he administer of this Bank is of three tiers systems. situated at Bangalore. he Bank has a network of ?!1 Branches and an e.tension counters spread all over India, which includes ? speciali-ed ''I Branches, 2 Industrial 5inance Branches, 1 'peciali-ed personal Banking Branches offering wide range of financial services. he head office is
DEVELOPMENT
he Bank has many pioneering achievements. It has pioneered in financing +offee and 'ilk industries and has taken lead in financing agriculture and smallE scale industrial activities. he Bank has played a very proactive and dynamic role in the economic of >arnataka state it en#oys e.celler branch e8uity and a household name in state. TE(HNOLOG-(AL .E2ELOPMENT he Banks is constantly upgrading technology to improve the efficiency of operations and to provide efficient customer service. (OMP'TER SE(T-ON :ut of ?!1 branches, 2@7 branches have been computeri-ed covering @AM of the Business and ?AM of Branch network. %lans are a govt. to achieve 077M computeri-ation by Cec !771. ATM NET<OR! he Bank has installed 2! 4 (s of which 1" are networked with 'tate Bank 4 ( Network with more than !777 4 (s spread over 2@? centers across the country. OTHER .E2ELOPMENTS

0* 9alue added services like CC printing through floppies, taleEbanking facility, and customer en8uiry terminal are being provided to the customers. !* It is proposed to provide single window operation facility at is fully computeri-ed branches. 1* he Banks is participating in the core Banking solution pro#ect of the 'tate Bank group which will provide any Hwhere and any time Banking facility to the customers. 2* Bank has entered into strategy alliances with all ma#or tractor manufactures for tractor finance, (Bs.(aruthi <dyog ;imited for car finance. (B' 9' +ompany for two wheeler finance etc Which has enabled to after loans on attractive terms. 6* he Bank has entered into corporate 4gency with 'BI life Insurance company for distribution of insurance products. 'BI(5 and 'BI caps for providing investments, 'BI cards for marketing credit cards. ?* Banks dominate presence in the rural and semiEurban areas of >arnataka have significant implication for strategic initiative for penetration of banking and other financial services including insurance products.
PERFORMANCE HIGHLIGHTS AND *ORKING RESULTS A& $% ,1&# mar-' .//,0

Paid #, ca,ital

he paid up capital of the Bank is &s.1? crores and the Net worth of the bank is &s. 217.A? crores as on 10B71B!771.
Ade7#acy ratio
he Bank had achieved a capital 4de8uacy &atio of 00.?!M as at the end of (arch !771. .i&idend he Bank has declared a dividend of 27M. Asset he si-e of the 4sset of the Bank arouse 07,777,77 +rores.
(redit E=,ansion
he gross advances of the Bank increased from &s. 60"1. A" crores to 662A.@1 crores in march !771.
-n&estments
he total investments in Government, approved and other securities increased to &s. 2""0.?@ crores as at the end of (arch !771 from &s. 20"7.12 crores at the end of (arch !77!.

-nternational Bankin
Curing the year 5oreign E.change turnover recorded an increase of 00.7?M and amounted to &s. "6?0.6! crores as compared to &s. ?@7".?@ crores during the previous year. he Bank/s advances by ware of E.port credit stood at &s. 22?.!0 crores as at the end of (arch !771 and considered A.?!M of the Bank/s Net Bank +redit. Merchant Bankin he primary market continued to be swiggish during !77!E71 and conse8uently. year. he Bank/s merchant banking activities were at low throughout the
HUMAN RESOURCES
Trainin
Curing the year !77!E71, 0?@ training programmes were organi-ed at the Bank/s staff training centers at Bangalore and (ysore, imparting training to 10@2 employees of all adders. 6@? :fficials were deputed to out side training institutions like 'B'+ 3yderabad BGurgaon, 'BI&C 3yderabad, NIB( %une, 01 + (umbai etc. With a view to motivate 3uman resources of the Bank, we conducted an $ on H site, $:rgani-ational Cevelopment %rogrammed on motivation and Group Cynamics, where in $(y Bank 4wareness programmes $ along with $change, were covered.
Man ,o6er ,rofile

4s at the end of (arch !771, the total staff strength of the Bank stood at A"21 as against A@"! at the end of previous year. he staff strength comprised of !12@ officers 622" clerksBcashiers and 0A2@ subordinate staff. :f hese A17 are e. H defense personnel, 071 belong to the physically handicapped category and 6!@ employees seniority communities.
<omen>s re,resentation
4t the end of (arch !771, there were !716 women employees in the Bank compared to !72A at the end of (arch !77!. he Bank continued to provide e8ual opportunity to women in their career progression.
The "ollo6in ,ie chart sho6s the Break #, of -ncome of the Bank
BREA K-UP IN COME OF THE BA N K

2% 22% 40%
36%
interest o n advances
interest o n investments
no n interest inco me
o ther interest
5rom the above diagram we know that the operating profit increased to &s. 16!."2 crores in !77!E!771 from &s. !12."A crores in !770E!77! )67.!2M*. he net profit also increased to &s. 006.A! crores from &s. ?6.A7 crores )"6.A7M* the &eturn on 4ssets increased to 0.7!M from 7.?2M and &eturn on E8uity to !?.A7M from 0@."2M. The "ollo6in dia ram sho6s the .e,osits of the Bank. .e,osits )Rs in crores+
GRA PH SHOWIN G THE PROFIT OF THE BA N K

400 350 300 250 200 150 100 50 0 2000-01 2001-02 2002-03
YEAR
operating profit
net profit

"ollo6in ra,h sho6s the de,osits of the 4ank
GRA PH SHOWS DEPOSIT OF BA N K

9000
8000
7000
Rs. IN crores
6000
5000
4000
3000
2000
1000
0 2000-01 2001-02 2002-03
YEAR
personal segment
agricultural department
5rom the above diagram we known that the 4ggregate deposits of the Bank stood at &s. @"A!."0 crores as at the end of (arch !771 recorded a growth of &s. 6@6.2" )crs.* )".01M*. Ceposits under personal segment increased by &s. 6!?.@! crores )00.2?M* in !77! H!771. he 5ollowing diagram shows the 4dvances and Investments of the Bank.
GRA PH SHOWS A DV A N CES A N D IN V ESTMEN TS OF THE BA N K
6000
5000
4000
3000
2000
1000
0 2000-01 2001-02 2002-03
YEAR
advances
investments
5rom the above diagram we know that he total investments in Government, approved and other securities increased to &s. 2""0.?@ crores as at the end of (arch !771 from &s. 20"7.12 crores at the end of (arch !77!, recording growth rate of 02.2!M )&s. ?70.12 crores*. The "ollo6in ta4le sho6s the statistical ,rofile of S.B.M.

Statistical Profile As on /$st march %99/. )Rs. -n (rores+ +apital Net worth &eturn on 4ssets )M* &eturn on E8uity )M* 4ggregate Ceposits (arket share in 4'+B )M* 4dvances (arket share in 4'+B )M* +redit Ceposit &atio %riority 'ector 4dvances Bank +redit )M NE * +redit investment Ceposit &ate 5:&EJ <&N:<E& Number of branches 5ully computeri-ed Branches Branches with 4;%(' M :f Business covered under computers Number of staff 4verage BBs %er employee Business %er Branch :perating profit Net profit Interest 'pread )M* E.penses &atio )M* 'taff e.penses &atio +apital advance &atio )M* Net N%4 &atio M 1?.77 217.A? 0.7! !?.A7 @"A!."0 7.?" 662A.@1 7."6 ?1.0! !70".6" 21.2A 00".1A "6?0.6! ?7A 0"1 0?" @!M A"21 02?.2A !1@!.2@ 16!."2 006.A! 12! 2@.0? 0@.?6 00.?! 6.0A
E.cluding service Branches
Position as at the end of ?#ne %99/
4ggregate deposit 4dvances %riority sector advances M :f %'4 to wet bank credit 5ore. turnover :perating profit
A,7!7."? 66!!.?7 !71!."2 21.@6 0@7@.@A 070.@?
(ATEGOR8:<-SE .-STR-B'T-ON O" AGG .EPOS-TS @ ?'NE>9/ (ate ory +urrent 4Bc. 'avings Bank erm and others Bulk deposits otal Amo#nt "6".02 !2?@.0? 610@.72 2"".2! A7!7."? A Of Total @.@A !".1? 6@.A6 6.17 077.77
AREA<-SE .ESTR-B'T-ON O" BRAN(HES AN. B'S-NESS @ ?'NE %99/ AREA No R'RAL of !01 A2@.61 @A7.@! SEM'RBAN 02" 0@A6.?" 076A.@0 'RBAN 001 0@A1.7! @A1.22 METRO 01@ 2!@1.62 !?"@.62 Total ?00 A7!7."? 66!!.?0
Branches 4gg. Cept 4dvances

he following tables show the performance of the '.B.(. at top 1 Branches area wise
A((LA-M @ MAR(H %99/ TOP / BRAN(HES AREA <-SE Net &esult

METRO (ayaba-ar Celhi Bangalore (umbai 'RBAN (ysore 'himoga Cavangere SEM- 'RBAN +hickmagalur 4vinashi +hitradurga R'RAL Fvsh, orangalu (udigere +hickmagalur 4CB 4bbur 06A.A2 02A.76 !20.10 R'RAL 3irehalli <ndustrial estate 3arita I.I.(.campus 6?A2.?1 1"1?."1 1A!.?7 !77.17 0@A.22 SEM-:'RBAN 4viinashi BC9 +hikmagalur 00216.02 11"?.@! "!2.6" 660.2? !@A.?! !16.22 'RBAN (ysore irupur 9isakapatnam 0166?.77 A077.A@! 6166.@! )&s. In ;acks* 0,2?@.62 0,!76."6 0,7?@.??
5ore. business
METRO (ayaba-ar Celhi (umbai +heni A010!.27 60@76."0 001A!0.2A

bilekaahalli 10".2@
BALANCE SHEET AS AT 31ST MARCH 2003 OF S.B.M:

Particulars CAP!TAL AN" L!AB!L!T!ES Capital Reserves & Surplus Deposits Barrowing Other Liabilities and Provisions Total ASSETS Cash and Balan'e with RB( & short noti'e (nvest*ents ,dvan'es -i.ed ,ssets Other ,ssets Total Contin#$nt Lia%iliti$s Bill /or 'olle'tion $ # 1" 11 12 4&!" !$3 2!"!!&3 3$2#34 32"33#4 1133 & "" 4#212444 2& 1 !4 41 $$344 4#14 "" 3!1&#& 324#&13 1"3 3!!&1 331#2444 1$"2"2& ! Balan'es with ban)s and *one+ at 'all & 1 2 3 4 1 3!"""" 3#4# $" #"1311 $ 33 4"$1 !2!%$1 3!"""" 31 &34 $ 24$4#4 &# 1"& 3#&&33! 1"3 3!!&1 &344&& 34 &32 Sl. No As on 31 3 03 As on 31 3 2002
1133 & "" 4! 23$4 4#"!232
STATE BANK OF MYSORE IN SHIMOGA DISTRICT

PRO"-LE O" THE BRAN(H B&4N+3 :%ENEC :N N4(E :5 3E B&4N+3 (4N4GE& (.&.F4IE'34 )+hief (anager* N4(E' :5 : 3E& :55I+E&'G 0. '34N 34(<& 3I. >.;. !. ><;I(< 3<.4.>. 1. +3IC4(B4&4.'.3. 2. '<BB<&4:.'.N. (anager O4dvancesK (anager O4ccountsK (anager O+ashK (anager O4.B.C.K !EAE0A02
THE FOLLO&!N' TABLE SHO&S THE PERFORMANCE OF THE BRANCH

B(S!NESS HEA" D3POS(0S ,D4,5C3S 0otal 06O 0otal 06o MARCH 2001 ,C01,LS 412#&! 341&4! $4&"2 $4&"2 MARCH 2002 ,C01,LS 4#&2"3 41&"&# #142$2 #142$2 MARCH 2003 ,C01,LS 4"$#4 4$1"2# 1"21#23 1"21#23 A('(ST 2003 B1D230 $"&&& 132&# 1"4" ! 1"4" ! ,C01,LS 1!!4 4#$31" 123&#&2 1"4##&4 B("'E T 200) !&!#43 !1"2#
5rom the above table it is clear that the performance of the Branch up to 4ugust !771 and Budget for !772. he following table shows deposits and advances of the branch during the 01 preceding previous years 8ear 10.1.0AA7 10.1.0AA0 10.1.0AA! 10.1.0AA1 10.1.0AA2 10.1.0AA6 10.1.0AA? 10.1.0AA" 10.1.0AA@ 10.1.0AAA 10.1.!777 10.1.!770 10.1.!77! 10.1.!771 !A.@.!771 .e,osits A.!" 07.!A 00.!" 02.6@ 02.@" 0@.?2 !6.@" 17.07 !6."@ 10.?? !A.AA 27.07 22.@! 6!."7 66.0" Ad&ances 0A.61 !2.6@ 11.66 10.16 !".@1 1!.@7 !2."A !@.?6 !".@! !A.@! 17.67 12.0" 20."7 2@.07 2A.@1 Total t#rn o&er !@.@7 12.@" 22.?! 26.A1 2!."7 60.22 67.?? 6@."6 61.?7 ?0.71 ?7.2A "2.!" @?.6! 077.@7 076.77

5rom 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. he following shows the 4gregate Ceposits advances and Ceposits of Ciff 'egmenetal 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 BAN! O" M8STORE MA-N BRAN(HB SH-MOGA Partic#lars 4ggregate Ceposits 4dvances %rofit N.%.4 /$./.9$ 27.07 12.0" 0.7" A.!0 /$.9/.9% 22.@! 20."7 0."6 @.@6 /$./.9/ 6!."7 2@.07 !.A7 ".16
CPD SEGMENT Ceposits 4dvances E.cluding staff loan 60.@1 ".A1 !.20 0@.A0 ".A! 6.@! !2.6! 0!.@@ A.02
AGR SEGMENT Ceposits 4dvances 1.6" 00.?" 2.06 0!.A? 1.0A 00.0@
( E - SEGMENT
Ceposits 4dvances
01.1@ 00.?"
02."7 0!.A? S-B )SEGMENT+
0@.16 00.0@
Ceposits ".17 4dvances @.A6 %roductivity )in ;acks* "2.1?
".76 00.76 006.1"
?.?2 00.A7 017
STA"" STRENGTH :fficers 4ward 'taff 'ub 'taff Total !7 67 !0 A0 0" 27 0? "1 0? 20 0" "2
he following table shows the performance of the Branch relating to personnel segment advances. PERSONNEL SEGMENT A.2AN(ES NAME O" O""-(ER -N (HARGE B<'INE''G %E&5:&(4N+E
Partic#lars MAR(H %99$ MAR(H %99% MAR(H %99/ A'G'ST %99/ MAR(H %990
F ASHA LATHA
Ceposits 4dvances N%4 ) %B* N:N %B
Act#al 00227 60"7@
Act#al 021!2@ ?70A6
Act#al !1!@0@ 0!!@21 ?7 20"0
Act#al !676!" 022@@1
B#d et !"2A!A 02@@77 2! 16?1
B#d et
%:'I I:N :5 &E <&N'G '<B(I EC <% : 10.@.!771
4' :N 10' 4<G<' !771 'N.ER .-""ERENT HEA.S

POS-T-ON AS /$:/:%99/ PART-('LARS B'.GET "OR G:%990 A(H-2EMENT 'PTO /$.G.%99/
666.62 6A.A6
CI&E+ 3:<'ING ;:4N' EC<+4 II:N ;:4N' +:N'<(E& (:& G4GE : 3E&' : 4;
""6.?2 "A.A6 07.07 0!A."1 1!2.72 06!@.21
?72."@ ?6.0! !.17 022.A6 12A.1 02@@.77
0!A." 0?A.!? 0!@@.21
:ther facilities are available in this Branch they are 0* +urrency system available !* ;ocker system are available 1* 4 ( facility are available N4' opened on 2EsepE71 2* 5ully computeri-ed in 0A.07.7! 6* %ackage masterG the Bank acts like a package master that means the other Banks are opened 4 current 4Bc. in this branch because this Branch is a currency chest branch and clearing is conducted here. ?* +learing conductG +learing of local inter Bank che8ues "* :n behalf Govt. the Bank is collecting the receipts and making payment to Govt. depts. @* Issue of stamp paper.
<orkin Ho#rs of the Branch (onday to 5riday H 07 4.( to !.17 %.( E.tended BBs. 3ours 1 %.( to 2 %.( 'aturday EE 07.17 4.( to 0!.17 %.( E.tended Business hours 0!.17 %.( to 0.77 %.( E.tended BBs hours let applicable to Govt treasury transactions. 'unday H 3oliday T-ME NORMS "OR .-"" <OR! 0* %4I(EN :5 +3E=<E H 6E07 (IN< E' !* I''<ING +3E=<E' B::>' H @E07 (IN< E' 1* :%ENING :5 4++:<N H 07E06 (IN< E' 2* I''<E :5 CC H 07E06 (IN< E' 6* %4I(EN :5 CC H07E06 (IN< E' ?* &E+EI% :5 +4'3 H 5:& 077 %IE+E' :5 94&I:<' C:(IN4 I:N H 1E07 (IN< ' "* &4N'4+ I:N 4 I((ECI4 E;I E;;E& +:<N E& H <% : @777BE
..5Pay order commission

+ash (in &s !6BE (a. &s.6777BE (in Balance '.B. 4Bc. +B4Bc E 0777BE E 6777BE he following table shows the 4chievement of the branch in the last 1 year. 5rom 10.1.77 to march 71.
/$./.99 /$./.%99$ /$./.%99% ', to "e4>9/ Estimated ',to Mar>9/ B#d et 9/: 90
ransfer (in &s.!7BE (a. &s.6777BE
0E67 per &s. 0777BE &s. 0 per &s.0777BE
+ommerc e L Institution al 'mall Industry L BBs 4G& %/'EG otal
6."@
01.1@
02."7
0A."@
!0.67
!6.77
6.@A
".17
".76
".?7
@.77
07.77
2.77 02.1! !A.AA
1.6A 06.@1 27.07
2.0? 0@.A0 22.@!
1.6@ !1.A7 62.A?
2.77 !2.67 6".77
6.77 17.77 "7.77
he following table shows the 4chievement of the branch in last 2 years from 10B1B77 to 71E72

A.2AN(ES (rores+
/$5/599 /$5/59$ /$5/59% ',to "e4>9/ Estimated #, to March>9/ B#d et 9/: 90
)-n
''I 'B5 4G& +LI $%, otal %&:5I
@.01 2.11 00.A@ ?.7? 17.67 1.01
@.A6 6.?7 00.?A ".A1 12.0" 0.7"
00.76 A."" 0!.A? ".A! 20."7 0."6
00.01 06.17 6.2" 0!.22 22.12 !.A0
00.!6 06.67 6."6 0!."6 26.!6 1.!7
0!.77 0".77 ".77 06.77 60.77 2.77
5rom the above tables we may know that the achievement of the branch in Ceposits and advances and profit from 10E1E77 to 5eb/71.
CHAPTER1VI ANALYSIS OF SURVEY FINDINGS

INTRODUCTION
D'<&9EI/ means in depth study of any sub#ect and collecting inner e.pressions of respondents for the purpose of knowing their attitude about which survey is conducted. +ustomers are faced with problems while dealing with banks therefore to study their problems 8uestionnaire was prepared and given to selected customers. 5or an in depth study of the problems faced by the public while dealing with the bank a 8uestionnaire was given to the customer. he 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 8uestionnaire and are re8uested to fill it and return to us. he survey has been successfully carried out and survey is covered over some customers of the bank, respondents were distributed and their relationship. he data collected during survey has been analy-ed using statistical tools like averaging percentages etc. he test survey covered over "6 customers covering a range with different standards on the basis of education and their occupation was selected for an e.amination. In all 67 desirable replies have been taken for analysis to serve ob#ectives of the survey. .ata is collected form % so#rces they are 0. %rimary data !. 'econdary data.

%rimary data is that data which is. +ollected for the first time. It is the first hand data. It is collected directors from bankers and through customers. 'econdary data is the data, which is already, collected by some body, which we get from newspapers, Internet facility, maga-ines, annual reports booklets.
ANALYSIS OF SURVEY FINDINGS

0. he following table shows the distribution of respondent on the basis of their age TABLE:$ AGE 0@E!6 !6E67 7A 16 NO O" RESPON.ENTS 0@M "7M PER(NETAGE
67 L above 7? 0!M 5rom the above table, it is clear that more number of customers belong to the age group of between !6E67. hus, there is need to e.tend the credit facility to the persons belonging to the age group of between 0@E!6. !. he following table shows the distribution of respondent on the basis of their se. and marital status. Ta4le @ %
No of res,ondents Male married Male #nmarred Total "emale married "emale #nmarried Total
67 M
1! @?M
6 02M
1" "2M
07 "?M
1 !2M
06 !?M

5rom the above table, it is clear that more number of customers belong to male and married. hus there is need to e.tend credit facility to the persons belonging to the female category. 5rom the above table, it is clear that, more number of customers belong to the male married category. hus there is need to e.tend the credit facility to female and male unmarried category.
1. he followings table shows the occupation of the respondents received there in. TABLE:/ Sl.No 0 ! 1 2 6 ? Occ#,ation 'tudent %rofessionals %/'EG Employees BBs 3ouse wife otal No of Res,ondents 0 ! !A 6 00 ! 67 Percenta e !M 2M 6@M 07M !!M 2M 077M
4bove analysis relating to the occupation of the respondents. It is clear that ma#ority account holders are %/'EG advances holders when compared to professional and business peoples. 'ince they deal with dayEtoEday transactions and more benefited.

2. he following table shows the distribution of respondents on the basis of their education.
Ta4le @ 0 Sl.No 0 ! 1 2 Res,ondents H#alification '';+ %<+ Cegree :thers otal No of res,ondents 01 06 0@ 2 67 Percenta e !?M 17M 1?M @M 077M
4bove analysis relating to account holders education, it is clear that ma#ority of 4Bc holder are degree holders compared to other group and have been operating their account efficiencies and without any difficulty. 6. +ustomer 'erviceG he following table shows +<' :(E& 'E&9I+E IN %/'EG B&4N+3 )'.B.(* Ta4le @ 1 Sl.No 0 Partic#lar %rompt in putting 8es 2? No 2 Total 67

through transaction %ercentage %rompt decision by
A! 26
@ 6
077M 67
authorities %ercentage A7M 07M 077M 5rom the above table it shows that A!M of the customers are receiving %rompt 'ervice at the counter. 5rom the above table, it is revealed that ma#ority of the respondents are satisfied with the Bank 'ervice. ?. 5ollowing table shows the general attitude of clients towards the Bank Ta4le @ *
Partic#lars (o#rteo#s A (o o,erati&e A -n different A
General attitude of !6 client towards the Bank
67M !71
2?M
2M
&egarding general attitude of the clients towards the %/'EG Branch. 'urvey revealed that 67M respondents e.pressed as courteous, where as 2?M of respondents e.pressed as co operative, where as 2?M of respondents e.pressed as indifferent. It can be clearly under stood that ma#ority of the respondents said that the general attitude of the clients towards the Bank are courteous.
SUMMARY OF OBSERVATION

5rom the above survey we can observe the following points regarding the customer survey, Bank charges towards %/'EG loan provided by ' 4 E B4N> :5 (I':&E %/ 'EG B&4N+3* 0. 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. !. It is providing very good customer service. 1. 2. his branch is taking prompt and proper division at timing division making. his branch employee strictly follows the rules and regulation of the bank.
6. +ustomers are satisfied with the service rendered by the %/'EG Branch. ?. %/'EG Branch charges considerable rate of interest for %/'EG loan overall it is charging a considerable rate of interest. ". : hrough advertisement media and friends %/'EG is came to be know to people.
CHAPTER VII
PROBLEMS
SPECIFIC PROBLEMS IN CUSTOMERS SERVICE
0.Celay and inaccuracy in putting through transaction. !.In ade8uate and delay in correspondence 1.Cealer facility and <N healthy decisionEmaking. 2.4bsence of the mentally Ciscipline. 6.5act of uniformity Bank charges. ?.No satisfaction with loan amount. he customers were satisfied with the service rendered by bank in general. he 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. problems faced by them were listed and the same was posted to the Bank. he
PROBLEMS
0.-ntrod#ction increase a ne6 a5c (any of the people who do not have accounts or who have opened accounts find difficulty in providing proper instruction at the time of :Bs and running their accounts !. Pass 4ook and statements It is general feelings that the passbooks rendered are not returned immediately and are retraction some pre te.ts to be the returned center on.
/. Standin s instr#ctions 'tandings 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 2. Celay in 4ccepting Instrument here is delay in accepting che8ues rendered at the counter and acknowledgement receipts delayed. 1.(laims settlement It is also felt that claims settlement at the bank is not mutual.
CHAPTER VII SUGGESTIONS

RE(OMMEN.AT-ONS

S'GGET-ONS RE(OMMEN.AT-ONS "OR THE PROBLEM SOL'T-ON TO THE PROBLEMS he problem founded by and as revealed by the 8uestionnaire survey was posed to the Bank and manager and staff was kind enough to replay and offer solutions to the problems. $. -ntrod#ction in case of ne6 acco#nts 4 proper instruction is re8uired at the time of opening of an 4Bc at the Bank undesirable accounts. 4n undesirable aBc 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. he proper introduction takes care off otherwise problems en8uiry. 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 4Bc.
%. Pass Book and Statement he delay is normally due to improper timings in tendering. he same for recording certain transaction like recording che8ue for cash payments and releasing credits for issue of drafts, clearings che8ues presented little times for pass books writing during business hours. 4nd the customers normally find it convenient to visit the bank to carry out these transactions during the business hours.

/. Standin s -nstr#ctions he 'tanding instructions are carried out usually in time, e.pect under abnormal conditions like shortage of staff when such delay takes place. 0. .elay in Acce,tin -nstr#ments ill the bank evolves a better method of stamping the instruments and the acknowledgements voucher the delaying put to be there. :ne officer is e.clusively entrusted with the no of accepting the instrument. 1. (laim 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.
-n order to im,ro&e the c#stomer ser&ice in 4anks

'ervice rendered has to be properly defined. his re8uires staff training and customer education. 4naly-ing individual customer behavior and needs. +ustomer service match with the marketing effort. 4naly-ing the feed back from customer with a view to rendering service stakes of evolving new strategies with element competitiveness. +reating proper working atmosphere. 3aving official in important centers to guide the customer handling at various branches.
CHAPTER I+ APPENDI+
(ONS'MER H'EST-ONNA-RE "ROMF P.MAHESH SH-MOGA Cear 'ir, 'ubG &e8uest to fill the 8uestionnaires.

I am student of final year B.B.( in Cr.4(BEC>4& B.B.( +:;;EGE '3I(:G4, for the partial fulfillment of $%&:FE+ &E%:& ,, which is compulsory sub#ect prescribed in the syllabus of our university. In my case it is $+&ECI 54+I;I IE' :W4&C' PERSONAL SEGMENTD 5or the above purpose I am doing a pro#ect title $+&ECI :W4&C' %/'EG, H with 4%E+I4; &E5E&EN+E 54+I;I IE'
: ' 4 E B4N> :5
(I':&E %/'EG B&4N+3,, '3I(:G4. I am also taking up the customer survey to elicit information and opinions regarding financial assistance to %,'EG by '.B.(. %/'EG B&4N+3. 'o I re8uest your coEoperation in filing the 8uestionnaire, which, I have given to you. %lease take few minutes to file the appropriate answer. I will be grateful to you for the above help. he data collected will be used for academic purpose only. hanking you. Iours faithfully %.(43E'3 BENE"-(-AR8 H'EST-ONNA-RE $. PERSONAL .ETA-LS )Tick ri ht mark 6here e&er a,,lica4le+ 4. N4(EG B. 4GEG
0@E!6 ) * +. (arital 'tatus
!6E67 ) *
67 L 4bove ) *
(arried ) * <nmarried ) * C. :ccupationG 'tudent ) * %rofessional ) * %/'EG ) * Employee ) * Business )* E. Income )%.(* 0777 H 6777 ) * 4bove 07777 ) * 5. EducationG '';+ CEG&EE ) * ) * %<+ : 3E&' ) * ) * 6777 H 07777 ) * 3ouse wife )*
-- !no6led e a4o#t s#4;ectF

4. 3ave you heard about the '.B.( %/'EG branch %.'EG Branch Ies ) * No ) *
B. 5rom whom you have heard about the %/'EG branchP Ies ) * No ) *
+. Co you have your bank 4BcP Ies ) * No ) *
C. In which bank you have bank 4Bc. '.B.( ) * '.B.I ) * +4N4&4 B4N> ) : 3E&' ) * *
--- ('STOMER SER2-(E 4. %rompt in putting through transactionsP Ies ) * No ) *
B. %rompt decision by authorities Ies ) * No ) *
+. General attitude of concern to client +ourteous ) * Indifferent ) * C. ;ack of counseling Ies ) * No ) * +oEoperative ) *
E. &ate of interest of %/'EG loan +onsiderable ) * 3igh ) * ;ow ) *

5. Co you think service provided by '.B.( %/'EG branch in comparison with other bankP E.cellent +annot be compared ) * ) * Good Bad ) * ) *
G. 4re you satisfied with the loan amountP Ies ) * No ) *
B-BL-OGRAPH8
1. THEORY OF BANKING B.S.RAMAN 2. BANKING THEORY AND PRACTIVE B.S.RAMAN 3. PSEG ADVANCES POLICY GUIDE LINE BOOK, ANNUAL BOOK PUBLISHED BY S.B.M 4. VARIOUS PAMPLETS

5. NEWS PAPERS THE HINDU, DECCAN HERALD 6. INTERNET
CHAPTER CHAPTER !!
-NTRO.'(T-ON TO PRO?E(T REPORT

IN &:C<+ I:N :BFE+ I9E' 4&E4 :5 ' <CI (E 3:C:;:GI BENE5I ' :5 ' <CI ;I(I ' :5 %&:FE+
&E%:&
CHAPTER CHAPTER !! !!
-NTRO.'(T-ON TO BAN!-NG
IN &:C<+ I:N :&IGIN :5 B4N> 3I' :&I :5 B4N> INCI4N
B4N>ING &EG<;4 I:N 4+
0A2A
CE9E;:%(EN
:5 B4N>ING
+;4''I5I+4 I:N :5 B4N>'
CHAPTER CHAPTER !!! !!! P>SEG A.2AN(E

(E4NING IN &:C<+ I:N I(%:& 4N+E :BFE+ I9E' 4C94N 4GE'
CHAPTER CHAPTER !* !*
L-ST O" P>SEG A.2AN(ES

CI55 I%E' :5 ;:4N' 4NC 4C94N+E' <NCE&
3E
%'EG
4C94N+E'
4NC
EJ%;4N4 I:N
%:;I+I G<ICE;INE'
CHAPTER CHAPTER * *
A PRO"-LEB SBM P>SEG BRAN(H

3I' :&I CE9E;:%(EN B4N> %E&5:&(4N+E 4 &EGI:N4; B&4N+3 IN '3I(:G4 CI' &I+ %/'EG B&4N+3 :&G4NIN4 I:N :5 'B( &EGI:N4; :55I+E
CHAPTER CHAPTER *! *!
"-N.-NG O" S'R2E8

IN &:C<+ I:N 4N4;I'I' :5 '<&9EI (4F:& 5INCING :5 '<&9EI
CHAPTER CHAPTER *!! *!!

PROBLEMS @ SPE(-"-( PROBLEMS -N ('STOMER SER2-(E
%&:B;E(' IN +<' :(E& 'E&9I+E %&:B;E(' 54+EC BI %/'EG B&4N+3
CHAPTER CHAPTER *!!! *!!!
S'GGEST-ONS
&E+:((ENC4 I:N' 4NC
+:N+;<'I:N
CHAPTER CHAPTER !+ !+
APPEN.-3
4NNEJ<&E
=<E' I:NN4I&E
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SBM-WORKING FOR A BETTER TOMORROW

CHAPTERI INTRODUCTION TO PROJECT REPORT

OBJECTIVES OF THE STUDY

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SBM-WORKING FOR A BETTER TOMORROW

LIMITS OF PROJECT REPORT

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CHAPTER II INTRODUCTION TO BANKING

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HISTORY OF BANK IN INDIA

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INDIAN BANKING REGULATION ACT 1949

CUSTOMER AND BANKING REGULATION AS PER ACT

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SBM-WORKING FOR A BETTER TOMORROW

ACCORDING TO KERAL HIGH COURT

SPECIAL TYPES OF CUSTOMERS

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E.ecutors. 00.Foint stock company. 0!.(arried women.

BANKER CUSTOMER RELATIONSHIPS

SBM-WORKING FOR A BETTER TOMORROW

DEVELOPMENT OF MODERN BANKING

SBM-WORKING FOR A BETTER TOMORROW

SBM-WORKING FOR A BETTER TOMORROW

CHAPTER III P) SEG ADVANCES

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SBM-WORKING FOR A BETTER TOMORROW

SCOPE OF THE SEGMENT

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SBM-WORKING FOR A BETTER TOMORROW

SBM-WORKING FOR A BETTER TOMORROW

SBM-WORKING FOR A BETTER TOMORROW

CHAPTER IV PERSONAL SEGMENT ADVANCES

SBM-WORKING FOR A BETTER TOMORROW

SBM-WORKING FOR A BETTER TOMORROW

SEGMENTAL ADVANCES GRO*TH BUDJET

SBM-WORKING FOR A BETTER TOMORROW

Personal Se ment ad&ances B#d et "or %99/:%990

SBM-WORKING FOR A BETTER TOMORROW

STRATEGIES FOR ACHIEVING DEPOSIT GRO*TH

SBM-WORKING FOR A BETTER TOMORROW

STRATIGIES FOR ACHIEVING DEPOSIT GRO*TH RELATING TO PERSONAL SEGMENT

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SBM-WORKING FOR A BETTER TOMORROW

CHAPTER V STATE BANK OF MYSORE

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SBM-WORKING FOR A BETTER TOMORROW

SBM-WORKING FOR A BETTER TOMORROW

SBM-WORKING FOR A BETTER TOMORROW

Branches and Offices

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SBM-WORKING FOR A BETTER TOMORROW

PERFORMANCE HIGHLIGHTS AND *ORKING RESULTS A& $% ,1&# mar-' .//,0

SBM-WORKING FOR A BETTER TOMORROW

SBM-WORKING FOR A BETTER TOMORROW

SBM-WORKING FOR A BETTER TOMORROW

Man ,o6er ,rofile

SBM-WORKING FOR A BETTER TOMORROW

BREA K-UP IN COME OF THE BA N K

SBM-WORKING FOR A BETTER TOMORROW

GRA PH SHOWIN G THE PROFIT OF THE BA N K

SBM-WORKING FOR A BETTER TOMORROW

GRA PH SHOWS DEPOSIT OF BA N K

0 2000-01 2001-02 2002-03