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Company Profile State Bank of India is the largest and one of the oldest commercial bank in India, in existence

for more than 200 years. The bank provides a full range of corporate, commercial and retail banking services in India. Indian central bank namely eserve Bank of India ! BI" is the ma#or share holder of the bank $ith %&.'( stake. The bank is capitali)ed to the extent of s.*+*bn $ith the public holding !other than promoters" at +0.,(. SBI has the largest branch and -T. net$ork spread across every corner of India. The bank has a branch net$ork of over /+,000 branches !including subsidiaries". -part from Indian net$ork it also has a net$ork of ', overseas offices in ,0 countries in all time )ones, correspondent relationship $ith %20 International banks in /2, countries. In recent past, SBI has ac0uired banks in .auritius, 1enya and Indonesia. The bank had total staff strength of /&2,''+ as on ,/st .arch, 200*. 3f this, 2&.%/( are officers, +%./&( clerical staff and the remaining 2%.,0( $ere sub4staff. The bank is listed on the Bombay Stock 5xchange, 6ational Stock 5xchange, 1olkata Stock 5xchange, 7hennai Stock 5xchange and -hmedabad Stock 5xchange $hile its 89 s are listed on the :ondon Stock 5xchange. SBI group accounts for around 2%( of the total business of the banking industry $hile it accounts for ,%( of the total foreign exchange in India. ;ith this type of strong base, SBI has displayed a continued performance in the last fe$ years in scaling up its efficiency levels. 6et Interest Income of the bank has $itnessed a 7-8 of /,.,( during the last five years. 9uring the same period, net interest margin !6I." of the bank has gone up from as lo$ as 2.&( in <=02 to ,.+0( in <=0* and currently is at ,.,2(.

HISTORY

The origin of the State Bank of India goes back to the first decade of the nineteenth century $ith the establishment of the Bank of 7alcutta in 7alcutta on 2 1 >une /20*. Three years later the bank received its charter and $as re4designed as the Bank of Bengal !2 >anuary /20&". - uni0ue institution, it $as the first #oint4 stock bank of British India sponsored by the 8overnment of Bengal. The Bank of

Business The business of the banks $as initially confined to discounting of bills of exchange or other negotiable private securities, keeping cash accounts and receiving deposits and issuing and circulating cash notes. :oans $ere restricted to s.one :akh and the period of accommodation confined to three months only. The security for such loans $as public securities, commonly called 7ompany?s @aper, bullion, treasure, plate, #e$els, or goods ?not of a perishable nature? and no interest could be charged beyond a rate of t$elve per cent. :oans against goods like opium, indigo, salt $oollens, cotton, cotton piece goods, mule t$ist and silk goods $ere also granted but such finance by $ay of cash credits gained momentum only from the third decade of the nineteenth century. -ll commodities, including tea, sugar and #ute, $hich began to be financed later, $ere either pledged or hypothecated to the bank. 9emand promissory notes $ere signed by the borro$er in favour of the guarantor, $hich $as in turn endorsed to the bank. :ending against shares of the banks or on the mortgage of houses, land or other real property $as, ho$ever, forbidden. Indians $ere the principal borro$ers against deposit of 7ompany?s paper, $hile the business of discounts on private as $ell as salary bills $as almost the exclusive monopoly of individuals 5uropeans and their partnership firms. But the main function of the three banks, as far as the government $as concerned, $as to help the latter raise loans from time to time and also provide a degree of stability to the prices of government securities.

First Five Year Plan In /&%/, $hen the <irst <ive =ear @lan $as launched, the development of rural India $as given the highest priority. The commercial banks of the country including the Imperial Bank of India had till then confined their operations to the urban sector and $ere not e0uipped to respond to the emergent needs of economic regeneration of the rural areas. In order, therefore, to serve the economy in general and the rural sector in particular, the -ll India ural 7redit Survey 7ommittee
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recommended the creation of a state4partnered and state4sponsored bank by taking over the Imperial Bank of India, and integrating $ith it, the former state4o$ned or state4associate banks. -n act $as accordingly passed in @arliament in .ay /&%% and the State Bank of India $as constituted on / >uly /&%%. .ore than a 0uarter of the resources of the Indian banking system thus passed under the direct control of the State. :ater, the State Bank of India !Subsidiary Banks" -ct $as passed in /&%&, enabling the State Bank of India to take over eight former State4associated banks as its subsidiaries !later named -ssociates". The State Bank of India $as thus born $ith a ne$ sense of social purpose aided by the +20 offices comprising branches, sub offices and three :ocal Bead 3ffices inherited from the Imperial Bank. The concept of banking as mere repositories of the community?s savings and lenders to credit$orthy parties $as soon to give $ay to the concept of purposeful banking subserving the gro$ing and diversified financial needs of planned economic development. The State Bank of India $as destined to act as the pacesetter in this respect and lead the Indian banking system into the exciting field of national development. Management The bank has /+ directors on the Board and is responsible for the management of the BankAs business. The board in addition to monitoring corporate performance also carries out functions such as approving the business plan, revie$ing and approving the annual budgets and borro$ing limits and fixing exposure limits. .r. 3. @. Bhatt is the 7hairman of the bank. The five4year term of .r. Bhatt $ill expire in .arch 20//. @rior to this appointment, .r. Bhatt $as .anaging 9irector at State Bank of Travancore. .r. Bhatt has more than ,0 years of experience in the Indian banking industry and is seen as futuristic leader in his approach to$ards technology and customer service. .r. Bhatt has had the best of foreign exposure in SBI. ;e believe that the appointment of .r. Bhatt $ould be a key to SBIAs future gro$th momentum. .r. T S Bhattacharya is the .anaging 9irector of the bank and kno$n for his vast experience in the banking industry. ecently, the senior management of the bank has been broadened considerably. The positions of 7<3 and the head of treasury have been segregated, and ne$ heads for rural banking
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COMP TITORS

Competitors and ot!er players in t!e field"# Top Performing Pu$li% Se%tor Banks

-ndhra Bank -llahabad Bank @un#ab 6ational Bank 9ena Bank Ci#aya Bank Top Performing Private Se%tor Banks B9<7 Bank

I7I7I Bank -DIS Bank 1otak .ahindra Bank 7enturion Bank of @un#ab Top Performing Foreign Banks 7itibank Standard 7hartered
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BSB7 Bank -B6 -. 3 Bank -merican 5xpress Strengt!& Opportunities"

The gro$th for SBI in the coming years is likely to be fueled by the follo$ing factorsE 7ontinued effort to increase lo$ cost deposit $ould ensure improvement in 6I.s and hence earnings. 8ro$ing retail F S.5s thrust $ould lead to higher business gro$th. Strong economic gro$th $ould generate higher demand for funds pursuant to higher corporate demand for credit on account of capacity expansion. 'eakness& T!reats" The risks that could ensue to SBI in time to come are as underE SBI is currently operating at a lo$est 7- . Insufficient capital may restrict the gro$th prospects of the bank going for$ard. Stiff competition, especially in the retail segment, could impact retail gro$th of SBI and hence slo$do$n in earnings gro$th. 7ontribution of retail credit to total bank credit stood at 2*(. Significant thrust on gro$ing retail book poses higher credit risk to the bank. 9elay in technology upgradation could result in loss of market shares.
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.anagement indicated a likely pension shortfall on account of -S4/% to be close to s%0bn. (IFF R )T PRO(*CTS OF SBI" ( POSIT

+O,)S

C,R(S 7onsumer 7ards

(IFF R )T CR (IT C,R(S SBI International cards SBI cards 8old

Savings -ccount :ife @lus Senior 7iti)ens Savings -ccount

Bome :oans :oan -gainst @roperty

7redit 7ard

<ixed 9eposits Security 9eposits

@ersonal :oans 7ar :oan :oans against Securities T$o ;heeler @re4 approved :oans etail -sset

Travel 7ard 9ebit 7ards

SBI 8old .aster cards Your City Your Cards

ecurring 9eposits Tax4Saver <ixed 9eposit Salary -ccount -dvantage ;oman Savings -ccount

7ommercial 7ards

7orporate 7ards @repaid 7ard

Partnership Cards

@urchase 7ard

SBI Employee Cards

ural Savings -ccount

<armer <inance

9istribution 7ards

Introdu%tion to ,dvan%e Produ%t"

6o$ a day not all the people have the capacity to fulfill their re0uirement by their o$n earning, thatAs $hy they need help from others. <or this so many government F private sector bank provide them money to fulfill their re0uirement, thatAs call the -dvance @roduct !loan product" of the bank. -ll the banks have so many different types of advance product as per the re0uirement of the people or customers. In 9elhi also there are so many banks those provide loan to the people for different causes.

Types of ,dvan%e Produ%t

Bome :oan 5ducational :oan 7ar :oan @ersonal :oan @roperty :oan :oan -gainst SharesG9ebentures 5tc.

6o$ a day a large no. of people are taking loan form different banks. It helps people to fulfill their need and it really easy to repayment the loan amount $ith a longer repayment period.

SBI ,dvan%e Produ%t

SBI Home +oans" Purpose @urchaseH 7onstruction of BouseH <lat @urchase of a plot of land for construction of Bouse 5xtensionH repairH renovationH alteration of an existing BouseH <lat @urchase of <urnishings and 7onsumer 9urables as a part of the pro#ect cost. Takeover of an existing loan from other BanksH Bousing <inance 7ompanies. ligi$ility Minimum age /2 years as on the date of sanction Ma-imum age limit for a Bome :oan borro$er is fixed at '0 years, i.e. the age by $hich the loan should be fully repaid. -vailability of sufficient, regular and continuous source of income for servicing the loan repayment.

+oan ,mount +0 to *0 times of 6.I, depending on repayment capacity as ( of 6.I as under I

6et -nnual Income Jpto s.2 lacs

5.IH6.I atio +0(

-bove s.2 lac to s. % lacs %0( -bove s. % lacs %%(

To en!an%e loan eligi$ility you !ave option to add" ./ In%ome of your spouse& your sonH daughter living $ith you, provided they have a steady income and hisH her salary account is maintained $ith SBI. 0/ -pe%ted rent a%%ruals !less taxes, cess, etc." if the houseH flat being purchased is proposed to be rented out. 1/ (epre%iation, sub#ect to some conditions. 2/ Regular in%ome from all sources Margin !Special <estival Season 3ffer"

@urchaseH 7onstruction of a ne$ BouseH <latH @lot of landE /%( for loans up to s. / cr., 20( for loans above s. / cr. epairsH enovation of an existing BouseH <latE /%(

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Floating interest rates 3linked to State Bank ,dvan%e Rate # SB,3SB,R" .0/045 p/a/6

:oan Tenor Jpto % years 4K Jpto s.,0 2.2%( belo$ :acs SB- , /0.00( p.a. -bove 2.00( belo$ s.,0 :acs SB- , /0.2%( p.a.

-bove % years and upto /% years 2.00( belo$ SB- , /0.2%( p.a. /.'%( belo$ SB- , /0.%0( p.a.

-bove /% years and upto 2% years /.'%( belo$ SB- , /0.%0( p.a. /.%0( belo$ SB- , /0.'%( p.a.

Fi-ed interest rates

Tenure 3p/a/67Jpto /0 years

Rate of Interest /2.'%(

L <ixed rate loans $ill be sub#ect toE ?force mae#ure? clause and interest reset at the end of every t8o years on the basis of fixed interest rates prevailing then.

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C,R +O,)" Purpose =ou can take finance forE - ne$ car, #eep or .ulti Jtility Cehicles !.JCs" - used car H #eep !not more than % years old". !-ny make or model". Take over of existing loan from other BankH<inancial institution !7onditions apply" ligi$ility To avail an SBI 7ar :oan, you should be E

Individual bet$een the age of 2/4*% years of age. - @ermanent employee of State H 7entral 8overnment, @ublic Sector Jndertaking, @rivate company or a reputed establishment or - @rofessionals or self4employed individual $ho is an income tax assessee or - @erson engaged in agriculture and allied activities. 6et -nnual Income s. /00,000H4 and above.

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Salient Features +oan ,mount There is no upper limit for the amount of a car loan. - maximum loan amount of 2.% times the net annual income can be sanctioned. If married, your spouse?s income could also be considered provided the spouse becomes a co4borro$er in the loan. The loan amount includes finance for one4time road tax, registration and insuranceM 6o ceiling on the loan amount for ne$ cars. :oan amount for used car is sub#ect to a maximum limit of s. /% lacs. Type of +oan /. Term :oan 2. 3verdraft 4 a" <or 6e$ vehicles only b" .inimum loan amountE s. , lacs. (o%uments re9uired you $ould need to submit the follo$ing documents along $ith the completed application form if you are an existing SBI account holderE Statement of Bank account of the borro$er for last /2 months. 2 passport si)e photographs of borro$er!s". Signature identification from bankers of borro$er!s". - copy of passport Hvoters I9 cardH@-6 card. @roof of residence. :atest salary4slip sho$ing all deductions I.T. eturnsH<orm /*E 2 years for salaried employees and , years for professionalHself4employedHbusinessmen duly accepted by the IT3 $herever applicable to be submitted. 2. @roof of official address for non4salaried individuals. If you are not an account holder $ith SBI you $ould also need to furnish documents that establish your identity and give proof of residence. /. 2. ,. +. %. *. '.

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Margin 6e$ H Jsed vehiclesE /%( of the on the road price. Repayment =ou en#oy the longest repayment period in the industry $ith us. epayment periodE <or SalariedE .aximum of 2+ months <or Self4employed F @rofessionalsE .aximum *0 months epayment period for used vehicles EJp to 2+ months from the date of original purchase of the vehicle !sub#ect to maximum tenure as above". Prepayment Penalty" @repayment fee of 2( of the amount of the loan prepaid $ill be levied sub#ect to certain conditions

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F+O,TI): R,T S" ,/ for Term +oans

Repayment Period

,ll Centers 3SB,R # .0/0456

Jpto , years !for loans s. '.% lac F above" 0.'%( belo$ SB- i.e. //.%0( p.a. Jpto , years !for loans belo$ s. '.% lac" -bove , yrs up to % yrs !for all loans" -bove % yrs up to ' yrs !for all loans" 0.%0( belo$ SB- i.e. //.'%(p.a. 0.%0( belo$ SB- i.e. //.'%( p.a. 0.2%( belo$ SB- i.e. /2.00( p.a.

Repayment Period Jpto , years -bove , yrs up to ' yrs

,ll Centers 3SB,R#.0/0456 ,.00( above SB- i.e. /%.2%( p.a. ,.2%( above SB- i.e. /%.%0( p.a.

(*C,TIO) +O,)"
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- term loan granted to Indian 6ationals for pursuing higher education in India or abroad $here admission has been secured. ligi$le Courses -ll courses having employment prospects are eligible.

8raduation coursesH @ost graduation coursesH @rofessional courses 3ther courses approved by J87H8overnmentH-I7T5 etc.

-penses %onsidered for loan


<ees payable to collegeHschoolHhostel 5xaminationH:ibraryH:aboratory fees @urchase of BooksH50uipmentHInstrumentsHJniforms 7aution 9epositHBuilding <undH efundable 9eposit !maximum /0( tution fees for the entire course" Travel 5xpensesH@assage money for studies abroad @urchase of computers considered necessary for completion of course 7ost of a T$o4$heeler upto s. %0,000H4

-ny other expenses re0uired to complete the course like study tours, pro#ect $ork etc. ,mount of +oan

<or studies in India, maximum s. /0 lacs Studies abroad, maximum s. 20 lacs

Interest Rates <or loans up to s.+ lacs 4 //.'% ( p.a. <loating <or loans above s. + lacs and upto s.'.%0 lacs 4 /,.2% ( <loating <or loans above s.'.%0 lacs 4 /2.2%( p.a. <loating

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Pro%essing Fees

6o processing feeH upfront charges 9eposit of s. %000H4 for education loan for studies abroad $hich $ill be ad#usted in the margin money

Repayment Tenure epayment $ill commence one year after completion of course or * months after securing a #ob, $hichever is earlier. Pla%e of Study +oan ,mount Repayment in Period Years

Studies in India Studies -broad

s. /0.0 lacs s. 20.0 lacs

%4' %4'

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Se%urity

,mount

For loans upto Rs/ .;/;; la%s for Studies in India and upto Rs/ 0;/;; la%s for studies a$road

Jpto s. + lacs

6o Security

to s. '.%0 lacs

7ollateral security in the form of suitable third party 8uarantee. The bank may, at its discretion, in exceptional cases, $eive third party guarantee if satisfied $ith the net4$orthHmeans of parentHs $ho $ould be executing the documents as N#oint borro$erN
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Tangible collateral security of suitable value, along $ith the assignment of future income of the student <or payment of installments.

,ll loans s!ould $e se%ured $y parent3s6&guardian of t!e student $orro8er/ In %ase of married person< %o#o$ligator %an $e eit!er spouse or t!e parent3s6& parents#in#la8 Margin

<or loans up to s.+.0 lacs E 6o .argin <or loans above s.+.0 lacsE
o o

Studies in IndiaE %( Studies -broadE /%(

(o%umentation Re9uired

7ompleted 5ducation :oan -pplication <orm. .ark sheets of last 0ualifying examination @roof of admission scholarship, studentship etc Schedule of expenses for the specified course 2 passport si)e photographs Borro$er?s Bank account statement for the last six months Income tax assessment order, of last 2 years Brief statement of assets and liabilities, of the 7o4borro$er @roof of Income !i.e. Salary slipsH <orm /* etc"
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SBI S,R,+ P RSO),+ +O,)" Purpose The loan $ill be granted for any legitimate purpose $hatsoever !e.g. expenses for domestic or foreign travel, medical treatment of self or a family member, meeting any financial liability, such as marriage of sonHdaughter, defraying educational expenses of $ards, meeting margins for purchase of assets etc." ligi$ility =ou are eligible if you are a Salaried individual of good 0uality corporate, self employed engineer, doctor, architect, chartered accountant, .B- $ith minimum 2 years standing. Salient Features +oan ,mount =our personal loan limit $ould be determined by your income and repayment capacity. .inimumE s.2+,000H4 in metro and urban centres s./0, 000H4 in ruralHsemi4urban centres .aximumE /2 times 6et .onthly Income for salaried individuals and pensioners sub#ect to a ceiling of s./0 lacs in all centres (o%uments Re9uired Important documents to be furnished $hile opening a @ersonal :oan -ccountE For e-isting $ank %ustomers @assport si)e photograph

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From salaried individuals :atest salary slip and <orm /* Margin ;e do not insist on any margin amount. Interest Rates ,.2%( above SB- floating i.e. /%.%0( p.a. Repayment The loan is repayable in +2 5.I. =ou are allo$ed to pay more than the 5.I if you $ish to, $ithout attracting any prepayment penalty.

Se%urity )I+ Pro%essing Fee @rocessing charges are /42( of the loan amount. This is amongst the lo$est fees in the industry. @rocessing fees have to be paid upfront. There are no hidden costs or other administrative charges. PROP RTY +O,)" Purpose This is an all purpose loan, i.e., the loan can be obtained for any purpose $hatsoever. If amount of loan is s.2%.00 lacs and above then purpose of loan $ill have to be specified along $ith an undertaking that loan $ill not be used for any speculative purpose $hatever including speculation on real estate and e0uity shares.

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ligi$ility =ou are eligible if you areE ,. -n individual $ho isO a. -n 5mployee or b. - @rofessional, self4employed or an income tax assesse or c. 5ngaged in agricultural and allied activities. B. =our 6et .onthly Income !salaried" is in excess of s./2,000H4 or 6et -nnual Income !others" is in excess of s./,%0,000H4. The income of the spouse may be added if heHshe is a co4borro$er or a guarantor. C. .aximum age limitE *0 years.

Salient Features +oan ,mount MinimumE s.2%, 000H4 Ma-imumE s./ crore. The amount is decided by the follo$ing calculationE

2+ times the net monthly income of salaried persons !6et of all deductions including T9S" 3 2 times the net annual income of others !income as per latest IT return less taxes payable"

Margin ;e $ill finance upto '%( of the market value of your property.

Interest Term :oan 0.'%( above SB- . i.e./,.00( p.a. <loating


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Repayment .aximum of *0 e0uated monthly installments, upto /20 months for salaried individuals $ith check4off facility. =ou could opt to divert any surplus funds to$ards prepayment of the loan $ithout attracting any penalty. Se%urity -s per banks extant instructions.

+O,) ,:,I)ST SH,R S = ( B )T*R S"

ligi$ility This facility is available to our existing individual customers en#oying a strong relationship $ith SBI. This loan could be availed either singly or as a #oint account $ith spouse in ?5ither or Survivor?H ?<ormer or Survivor? mode. It is offered as an 3verdraft or 9emand :oan. The facility is available at %0 select centers. Salient Features" Purpose <or meeting contingencies and needs of personal nature. :oan $ill be permitted for subscribing to rights or ne$ issue of shares H debentures against the security of
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existing shares H debentures. :oan $ill not be sanctioned for !i" speculative purposes !ii" inter4corporate investments or !iii" ac0uiring controlling interest in company H companies. +oan ,mount =ou can avail of loans up to s 20.00 lacs against your sharesHdebentures. (o%uments Re9uired =ou $ill be re0uired to submit a declaration indicatingE 9etails of loans availed from other banksH branches for ac0uiring sharesH debentures. 9etails of loans availed from other banksH branches against security of sharesH debentures Margin =ou $ill need to provide a margin amount of %0( of the prevailing market prices of the sharesH non4convertible debentures being offered as security. !The market prices refer to the prices in the Stock 5xchanges as reported in the 5conomic Times." Interest -t SB- <loating i.e. /2.2%( p.a. Repayment S%!edule To be li0uidated in maximum period of ,0 months through a suitable reducing 9@ programme. Statement of pro$lem SBI .ain Branch $ant to kno$ about the customer perception about the advance product provide by them to the people. To find out $hat kind of service provide by the competitors in advance product.

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To find out the need of the customer and hence formulate the strategy to level the economy in the society. Bo$ the products are helping the customer. To kno$ the utility of the product. To find out the need of the customer in 9elhi region and introduce ne$ product or facilitate ne$ service in existing product.

Revie8 of +iterature In dec 2002 Melissa B/ >a%o$y had studied about the @roduct F Services offered bySBI Beyond a Subprime 7risisE The ole of 9elin0uency .anagement. They studied that @ublic investment in and promotion of o$nership and the mortgage market often relies on three #ustifications to supplement shelter goalsE to build hold $ealth and economic self4sufficiency, to generate positive social4 psychological states, and to develop stable neighborhoods and communities. o$nership and mortgage obligations do not inherently further these ob#ectives, ho$ever, and sometimes undermine them. The most visible triggers of the recent surge in subprime delin0uency have produced calls for emergency foreclosure avoidance interventions !as $ell as front4end regulatory fixes". ;hatever their merit, I contend that a system of mortgage delin0uency management should be an enduring component of housing policy. <urtherance of housing and hold policy ob#ectives hinges in part on the conditions under $hich o$nership is obtained, maintained, leveraged, and 4 in some situations 4 exited. 8iven that high leverage or trigger events such as #ob loss and medical problems play significant roles in mortgage delin0uency independent of loan terms, better origination practices cannot eliminate the need for delin0uency management.
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3ne function of this brief essay is to identify an existing rough frame$ork for managing delin0uency. :egal scholarship should no longer discuss mortgage enforcement primarily in terms of foreclosure la$ and instead should include other debtor4creditor la$s such as bankruptcy, industry loss mitigation efforts, and third4party interventions such as delin0uency counseling. In terms of analy)ing this frame$ork, it is tempting to focus on its impact on mortgage credit cost and access or on the absolute number of homes temporarily saved, but my proposed analysis is based on $hether the system honors and furthers the goals of $ealth building, positive social psychological states, and community development. Because those ends are not inexorably linked to o$nership generally or o$ning a particular home, a system of delin0uency management that honors these ob#ectives should strive to provide fair, transparent, humane, and predictable strategies for home exit as $ell as for home retention. -lthough more empirical research is needed, this essay starts the process of analy)ing mortgage delin0uency management tools in the proposed fashion.

O$?e%tives Summer Internship @ro#ect gives a practical exposure and helps in ac0uiring the on road skills.

To find out the reasons for using of -dvance @roduct from SBI. To find out the services that other bank given to their customer. To generate the leads through the survey. To sort out the prospective leads from the data I have collected through the survey.

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To build the relationship $ith the customers and to follo$ up them, make sure that they are satisfied $ith the product. To maintain good relationship $ith the corporate employees. To get more references from the customers and generate ne$ leads by follo$ing a chain process. To place SBI -dvance @roduct ahead of the competitors. To find out the customer a$areness on booming -dvance @roduct market and to find out the using patterns of the people To make the customer a$are of the benefits of the product and convince him to go for SBI -dvance @roduct.

S%ope of Study The geographical scope of the study is restricted to 9elhi only $ith sample si)e of 200people.

-ll the analysis and suggestions are based on the analysis of the both primary and secondary data.

Therefore the scope of the study revolves around the follo$ing aspectsE4

7onsumer perception to$ards -dvance @roduct


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7onsumer a$areness about -dvance @roduct scheme and its benefit. -$are the Bank about the customer problems, especially in case of automobile sector.

Resear%! met!odology esearch methodology is a methodology for collecting all sorts of information F data pertaining to the sub#ect in 0uestion. The ob#ective is to examine all the issues involved F conduct situational analysis. The methodology includes the overall research design, sampling procedure F field$ork done F finally the analysis procedure. The methodology used in the study consistent of sample survey using both primary F secondary data. The primary data has been collected $ith the help of 0uestionnaire as $ell as personal observation book, maga)ineO #ournals have

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been referred for secondary data. The 0uestionnaire has been drafted F presented by the researcher himself. Sample Si@e" Sample of 200 people $as taken into study, and their data $as collected. 9elhi egion Sampling Te%!ni9ue" To study the @ro#ect, a Simple andom Sampling techni0ue is used. (ata Colle%tion"

7ollection of data is done by Secondary 9ata F through Puestionnaire i.e., @rimary data $as collected through Puestionnaire.

(ata ,nalysis" -fter data collection, IAm able to analy)e customerAs vie$s, ideas and opinions related to -dvance @roduct and about SBI -dvance @roduct and from this, SBI $ill come to kno$ the customer re0uirements. (ata Interpretation" Interpretation of data is done by using statistical tools like @ie diagrams, Bar graphs, and also using 0uantitative techni0ues !by using these techni0ues" accurate information is obtained.
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Classifi%ation A ta$ulation of data" The data thus collected $ere classified according to the categories, counting sheets F the summary tables $ere prepared. The resultant tables $ere one dimensional, t$o dimensional. Statisti%al tools used for analysis" 3ut of the total respondents, the respondents $ho responded logically $ere taken into account $hile going into statistical details F analysis of data. The tools that have been used for analy)ing data F inference dra$ing are mainly statistical tools like percentage, ranking, averages, etc. -s per 0uestionnaire and market surveys I have find out different responses from different people. -ccording to their responses I analy)e the findings and dra$ certain remarks.

+imitation" This study also includes some limitations $hich have been discussed as follo$sE

Though everyone used to be very co4operative but every detail $as unable to be disclosed to me as the officials has to maintain secrets of the company.
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It is difficult to cover all the function of the company. Because of the limited time period, the survey $ork $as conducted in the 9elhi region and the sample si)e $as taken as 200 respondents only. Some of the persons $ere not so responsive. Some respondents $ere reluctant to divulge personal information $hich can affect the validity of all responses. @ossibility of error in data collection because many of investors may have not given actual ans$ers of my 0uestionnaire.

:R,PHIC,+ R PR S )T,TIO) OF (,T, B./ On 8!i%! $ank you depend for your regular transa%tionC

SBI ICICI HDFC OTHER TOTAL NO. OF PEOPLE

60 % (120) 33 % (66) 5% (10) 2% (4) 200

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5%

RES PONS ES OF PE OPLE IN %


2%

33% 60%

SBI

Interpretation It has been observed that approximately *0( correspondents are using the service of SBI for their daily transaction, around ,,( of people are using I7I7I Bank for their transaction and only %( F 2( of people are using B9<7 F other Bank service respectively in 9elhi. It also sho$s that SBI have the highest market position in 9elhi as per my sample.

B0/ ,re you a8are of produ%ts A servi%es provided $y SBIC

YES NO

85% (170) 15% (30)

To !" No. o# P$o%"$

200

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Interpretation <rom the above data it is clear that most of the customers !around 2%(" of 9elhi have the idea about the produ%t A servi%es of SBI< the rest /%( have the idea about the product they are using. In this /%( most of the people are from typical rural area !<armers".

B1/ If yes are you a8are of t!e advan%e produ%ts 3+oan segments6 of SBIC

YES

&5%(1&0)

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NO TOTAL NO. OF PEOPLE

5% (10) 200

Interpretation It is clear that most of the people have the idea about the advance product of SBI. -lmost all the &%( people $ho have the idea about the advance product are the user of SBI product F service.

B2/ '!i%! $ank you prefer for taking loansC

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85% (180) SBI ICICI HDFC 7% (14) 2% (4)

OTHER TOTAL NO. OF PEOPLE

1% (2) 200

2% 12% 1%

S !"$'
SBI 85% IC IC I

Interpretation -ccording to my sample si)e 2%( of people prefer SBI for loan product, but some people prefer I7I7I, B9<7 or 3TB5 Bank for loan because they are $orking
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$ith that bank F it is easier for them to get loan from their bank F it easier for them to pay the interest because it is less as compare to other bank because they are the employee of that bank.

B4/ If you prefer SBI for taking loan t!an 8!at influen%e you to take +oan from SBIC .ost of the people said that they prefer SBI for taking loan because of the transparency and the lo$est interest rate for any kind of loan product. -nd it is easy to get loan from SBI as compare to other bank because less paper $ork is re0uire and as it is the largest govt. bank in India and having partnership $ith BI ! eserve Bank of India" and other association, it is easier for SBI to give loan to people $ith a longer repayment period. B/D '!i%! loan produ%t of SBI you !ave usedC
HO(E LOAN ED)CATIONAL LOAN CAR LOAN PERSONAL LOAN OTHER TOTAL NO. OF PEOPLE 47% (84) 20% (36) 15% (27) 10% (18) 8% (14) 180

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Interpretation <rom the sample si)e 2%( of people are using the SBI loan product. <rom the /200 people +'( of people took home loan from SBI. 20( of people took education loan for their children, /%( of people took car loan from SBI. BE/ '!at do you feel a$out t!e servi%es providing $y SBI in advan%e produ%tC

B!* S! +'#!, o-. /oo* E0,$""$1 TOTAL NO. OF PEOPLE

0% (0) 2% (4) 55% (110) 43% (86) 200

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Interpretation <rom this it is clear that the service provide by SBI in its advance product is good in bet$een the customer. -ll of them satisfy $ith the product provide by SBI. %%( of people said that the service provide by SBI is good F +,( said it is excellent F #ust 2( of people said that it is satisfactory.

BF/ '!i%! features you like most in +oan segments of SBIC

LESS PAPER 2OR3 ATTRACTI4E INTEREST RATE TRANSPARENCY SI(PLE AND FAST PROCESSIN/ LON/ER REPAY(ENT PERIOD

3% (6) 35% (70) 20% (40) 2% (4) 40% (80)

TOTAL NO. OF PEOPLE

200

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FEA T)RESLI3E B YC )STO(ER


50% 40% 30% 20% 10% 0% LESSPAPER WOR K ATTRACTIVE TRANSPARENCY SIMPLE& FAST INTE RES T RATE PROCES SING LONGER REPAYMENT PERIO

Interpretation .ost of the people like the attractive interest rate F longer repayment period. ItAs easier for people to repay the $hole loan amount $ith its interest $ith lo$ interest rate and $ith longer repayment period.

Re%ommendation

7ustomer a$areness programme is re0uired so that more people should attract to$ards advance product. If there are any kind of hidden charges than that must disclose to customer before giving loan to them. SBI must take some steps so that customers can get their loan in time. :ike phone verification by customer care that one customer is got their loan on time or not .It must be before a certain date so necessary steps can be taken. SBI should more concern about physical verification rather than phone verification so it $ill avoid fraud or cheating. -dvance product selling agents must not give any type of $rong information regarding advance product.
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<or the better service ne$ offers $ould be re0uire. SBI customer care should more concern about the fastest settlement of customer problems. Before deducting or charging any monetary charge SBI must consult $ith customer. -gents should be trained, $ell educated F proper trained to convince the people about different advance product. It is the duty of the bank to disclose all the material facts regarding advance product, like interest charged, repayment period, other types of charges, etc. Special scheme should be implemented to encourage both customer and agents. The bank should increase the period for repayment of loan. SBI should more focus on etaining existing customers. Findings"

<rom this pro#ect it is found that SBI advance product having the / st place in the market at 9elhi, there is a great opportunity to compete $ith I7I7I Bank F to retain its customer by fulfilling the re0uirement of customer in SBI advance product. It has been observed that approximately 2%( correspondents are using advance product of SBI and /%( are not using any type of advance product of SBI in 9elhi. -ll of SBI customers are satisfied $ith the services provided by the bank. .any of these customers satisfied $ith the lo$ interest rate and longer repayment period of the advance product.
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.ost of the customers at 9elhi prefer to take loan from SBI. -pproximately +,( of advance product users said that the service of SBI in advance product is excellent. - response from customer care is so clear F good. .any customers have no time to call customer care so that they are not able to kno$ about the service F features of SBI advance product. .ost customers are shifted from other bankAs advance product to SBI because of hidden charges, high interest rate, less repayment period. 8overnment employees are more concern than private employees for advance product.

Con%lusion

<rom the analysis part it can be conclude that customers have a good respond to$ards SBI advance products in 9elhi. SBI is in / st position having large number of customers F providing good services to them. The bank has a $ide customer base, so the bank should concentrate on this to retain these customers.

In present scenario SBI is the largest advance product issuer in India. ;ithin a very short period of time the achievement made by SBI is excellent, $hat a normal bank cannot expect, but it is being done by SBI. It happens due to employee dedication to$ards the organi)ation, fastest gro$ing Indian economy, F brand image.
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To be the largest advance product issuer, SBI should focus on4

:aunch Innovative product 7ustomi)ed advance products Better customer services <astest customers problem solving techni0ues 7ustomer retention -part from all the above, SBI believe in providing good customer services to their customers $hich is a key factor for success in future.

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