Anda di halaman 1dari 78

INTRODUCTION

BRIEF INTRODUCTION OF TOPIC

The Internet banking portal of sbi, enables its retail banking customers
to operate their accounts from anywhere anytime, removing the restrictions
imposed by geography and time. It's a platform that enables the customers to
carry out their banking activities from their desktop, aided by the power and
convenience of the Internet.
Using Internet banking services, we can do the following normal banking
transactions online:

Funds transfer between own accounts.


Third party transfers to accounts maintained at any branch of SBI
Group Transfers to accounts in State Bank Group
Inter Bank Transfers to accounts with other Banks
Online standing instructions for periodical transfer for the above
Credit PPF accounts across branches
Request for Issue of Demand Draft
Request for opening of new accounts
Request for closure of Loan Accounts
Request for Issue of Cheque Book

Apart from these, the other salient value-added features available are:

Utility bill payments


Online Ticket Booking for travel by Road, Rail and Air
SBILIFE, LIC and other insurance premium payments
SBI and other Mutual funds Investments
SBI and other Credit Card dues payments

Tax Payment Income, Service, State Govt.


Customs Duty Payment
Online Share Trading (eZ-trade@SBI)
Online Application for IPO
Fee Payment to select educational institutions including IITs and
NITs

\
Organization profile

EVOLUTION OF SBI
The origin of the State Bank of India goes back to the first decade of
the nineteenth century with the establishment of the Bank of Calcutta in
Calcutta on 2 June 1806. Three years later the bank received its charter and
was re-designed as the Bank of Bengal (2 January 1809). A unique institution,

it was the first joint-stock bank of British India sponsored by the Government
of Bengal. The Bank of Bombay (15 April 1840) and the Bank of Madras (1
July 1843) followed the Bank of Bengal. These three banks remained at the
apex of modern banking in India till their amalgamation as the Imperial Bank
of India on 27 January 1921.
Primarily Anglo-Indian creations, the three presidency banks came into
existence either as a result of the compulsions of imperial finance or by the felt
needs of local European commerce and were not imposed from outside in an
arbitrary manner to modernise India's economy. Their evolution was, however,
shaped by ideas culled from similar developments in Europe and England, and
was influenced by changes occurring in the structure of both the local trading
environment and those in the relations of the Indian economy to the economy
of Europe and the global economic framework.

Bank of Bengal H.O.

Establishment
The establishment of the Bank of Bengal marked the advent of
limited liability, joint-stock banking in India. So was the associated innovation
in banking, viz. the decision to allow the Bank of Bengal to issue notes, which
would be accepted for payment of public revenues within a restricted

geographical area. This right of note issue was very valuable not only for the
Bank of Bengal but also its two siblings, the Banks of Bombay and Madras. It
meant an accretion to the capital of the banks, a capital on which the
proprietors did not have to pay any interest. The concept of deposit banking
was also an innovation because the practice of accepting money for
safekeeping (and in some cases, even investment on behalf of the clients) by
the indigenous bankers had not spread as a general habit in most parts of India.
But, for a long time, and especially upto the time that the three presidency
banks had a right of note issue, bank notes and government balances made up
the bulk of the investible resources of the banks.
The three banks were governed by royal charters, which were revised
from time to time. Each charter provided for a share capital, four-fifth of
which were privately subscribed and the rest owned by the provincial
government. The members of the board of directors, which managed the
affairs of each bank, were mostly proprietary directors representing the large
European managing agency houses in India. The rest were government
nominees, invariably civil servants, one of whom was elected as the president
of the board.

Group Photograph of Central Board (1921)

Business
The business of the banks was initially confined to discounting of bills
of exchange or other negotiable private securities, keeping cash accounts and
receiving deposits and issuing and circulating cash notes. Loans were
restricted to Rs.one lakh and the period of accommodation confined to three
months only. The security for such loans was public securities, commonly
called Company's Paper, bullion, treasure, plate, jewels, or goods 'not of a
perishable nature' and no interest could be charged beyond a rate of twelve per
cent. Loans against goods like opium, indigo, salt woollens, cotton, cotton
piece goods, mule twist and silk goods were also granted but such finance by
way of cash credits gained momentum only from the third decade of the
nineteenth century. All commodities, including tea, sugar and jute, which
began to be financed later, were either pledged or hypothecated to the bank.
Demand promissory notes were signed by the borrower in favour of the
guarantor, which was in turn endorsed to the bank. Lending against shares of
the banks or on the mortgage of houses, land or other real property was,
however, forbidden.
Indians were the principal borrowers against deposit of Company's paper,
while the business of discounts on private as well as salary bills was almost
the exclusive monopoly of individuals Europeans and their partnership firms.
But the main function of the three banks, as far as the government was
concerned, was to help the latter raise loans from time to time and also provide
a degree of stability to the prices of government securities.

Old Bank of Bengal

Major change in the conditions


A major change in the conditions of operation of the Banks of Bengal,
Bombay and Madras occurred after 1860. With the passing of the Paper
Currency Act of 1861, the right of note issue of the presidency banks was
abolished and the Government of India assumed from 1 March 1862 the sole
power of issuing paper currency within British India. The task of management
and circulation of the new currency notes was conferred on the presidency
banks and the Government undertook to transfer the Treasury balances to the
banks at places where the banks would open branches. None of the three banks
had till then any branches (except the sole attempt and that too a short-lived
one by the Bank of Bengal at Mirzapore in 1839) although the charters had
given them such authority. But as soon as the three presidency bands were
assured of the free use of government Treasury balances at places where they
would open branches, they embarked on branch expansion at a rapid pace. By
1876, the branches, agencies and sub agencies of the three presidency banks
covered most of the major parts and many of the inland trade centres in India.

While the Bank of Bengal had eighteen branches including its head office,
seasonal branches and sub agencies, the Banks of Bombay and Madras had
fifteen each.

Bank of Madras Note Dated 1861 for Rs.10

Presidency Banks Act


The presidency Banks Act, which came into operation on 1 May 1876,
brought the three presidency banks under a common statute with similar
restrictions on business. The proprietary connection of the Government was,
however, terminated, though the banks continued to hold charge of the public
debt offices in the three presidency towns, and the custody of a part of the
government balances. The Act also stipulated the creation of Reserve
Treasuries at Calcutta, Bombay and Madras into which sums above the
specified minimum balances promised to the presidency banks at only their
head offices were to be lodged. The Government could lend to the presidency
banks from such Reserve Treasuries but the latter could look upon them more
as a favour than as a right.

10

Bank of Madras
The decision of the Government to keep the surplus balances in Reserve
Treasuries outside the normal control of the presidency banks and the
connected decision not to guarantee minimum government balances at new
places where branches were to be opened effectively checked the growth of
new branches after 1876. The pace of expansion witnessed in the previous
decade fell sharply although, in the case of the Bank of Madras, it continued
on a modest scale as the profits of that bank were mainly derived from trade
dispersed among a number of port towns and inland centres of the presidency.
India witnessed rapid commercialization in the last quarter of the nineteenth
century as its railway network expanded to cover all the major regions of the
country. New irrigation networks in Madras, Punjab and Sind accelerated the
process of conversion of subsistence crops into cash crops, a portion of which
found its way into the foreign markets. Tea and coffee plantations transformed
large areas of the eastern Terais, the hills of Assam and the Nilgiris into
regions of estate agriculture par excellence. All these resulted in the expansion
of India's international trade more than six-fold. The three presidency banks
were both beneficiaries and promoters of this commercialization process as
they became involved in the financing of practically every trading,
manufacturing and mining activity in the sub-continent. While the Banks of
Bengal and Bombay were engaged in the financing of large modern
manufacturing industries, the Bank of Madras went into the financing of large

11

modern manufacturing industries; the Bank of Madras went into the financing
of small-scale industries in a way which had no parallel elsewhere. But the
three banks were rigorously excluded from any business involving foreign
exchange. Not only was such business considered risky for these banks, which
held government deposits, it was also feared that these banks enjoying
government patronage would offer unfair competition to the exchange banks
which had by then arrived in India. This exclusion continued till the creation
of the Reserve Bank of India in 1935.

Bank of Bombay

Presidency Banks of Bengal


The presidency Banks of Bengal, Bombay and Madras with their 70 branches
were merged in 1921 to form the Imperial Bank of India. The triad had been

12

transformed into a monolith and a giant among Indian commercial banks had
emerged. The new bank took on the triple role of a commercial bank, a
banker's bank and a banker to the government.
But this creation was preceded by years of deliberations on the need for a
'State Bank of India'. What eventually emerged was a 'half-way house'
combining the functions of a commercial bank and a quasi-central bank.
The establishment of the Reserve Bank of India as the central bank of the
country in 1935 ended the quasi-central banking role of the Imperial Bank.
The latter ceased to be bankers to the Government of India and instead became
agent of the Reserve Bank for the transaction of government business at
centres at which the central bank was not established. But it continued to
maintain currency chests and small coin depots and operate the remittance
facilities scheme for other banks and the public on terms stipulated by the
Reserve Bank. It also acted as a bankers' bank by holding their surplus cash
and granting them advances against authorised securities. The management of
the bank clearing houses also continued with it at many places where the
Reserve Bank did not have offices. The bank was also the biggest tenderer at
the Treasury bill auctions conducted by the Reserve Bank on behalf of the
Government.

The establishment of the Reserve Bank simultaneously saw important


amendments being made to the constitution of the Imperial Bank converting it
into a purely commercial bank. The earlier restrictions on its business were
removed and the bank was permitted to undertake foreign exchange business
and executor and trustee business for the first time.

13

Imperial Bank
The Imperial Bank during the three and a half decades of its existence
recorded an impressive growth in terms of offices, reserves, deposits,
investments and advances, the increases in some cases amounting to more than
six-fold. The financial status and security inherited from its forerunners no
doubt provided a firm and durable platform. But the lofty traditions of banking
which the Imperial Bank consistently maintained and the high standard of
integrity it observed in its operations inspired confidence in its depositors that
no other bank in India could perhaps then equal. All these enabled the Imperial
Bank to acquire a pre-eminent position in the Indian banking industry and also
secure a vital place in the country's economic life.

Stamp of Imperial Bank of India


When India attained freedom, the Imperial Bank had a capital base (including
reserves) of Rs.11.85 crores, deposits and advances of Rs.275.14 crores and
Rs.72.94 crores respectively and a network of 172 branches and more than 200
sub offices extending all over the country.

14

First Five Year Plan


In 1951, when the First Five Year Plan was launched, the development of rural
India was 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 were not equipped 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 All India Rural
Credit Survey Committee recommended the creation of a state-partnered and
state-sponsored bank by taking over the Imperial Bank of India, and
integrating with it, the former state-owned or state-associate banks. An act was
accordingly passed in Parliament in May 1955 and the State Bank of India was
constituted on 1 July 1955. More than a quarter of the resources of the Indian
banking system thus passed under the direct control of the State. Later, the
State Bank of India (Subsidiary Banks) Act was passed in 1959, enabling the
State Bank of India to take over eight former State-associated banks as its
subsidiaries (later named Associates).
The State Bank of India was thus born with a new sense of social purpose
aided by the 480 offices comprising branches, sub offices and three Local
Head Offices inherited from the Imperial Bank. The concept of banking as
mere repositories of the community's savings and lenders to creditworthy
parties was soon to give way to the concept of purposeful banking subserving
the growing and diversified financial needs of planned economic development.
The State Bank of India was destined to act as the pacesetter in this respect
and lead the Indian banking system into the exciting field of national
development.

15

THE ORGANISATION SET UP OF SBI


Type of the Bank
Number of SBI Branches all over

Public Sector Bank


21,500

India
Number of Associate Banks
The Corporate Centre
Local Head Offices
Zonal Offices
Number of ATM centers all over India
Number of Foreign Branches
Chairman of SBI
MD of SBI

7
Mumbai
14
57
25,000
137 in 32 countries
Mr. Pratip chaudhuri
Mr. Hemant G.
Contractor

7 ASSOCIATE BANKS OF SBI


State Bank of Bikaner & Jaipur
State Bank of Hyderabad
State Bank of Mysore
State Bank of Indore
State Bank of Patiala

16

State Bank of Saurashtra


State Bank of Tranvancore

BOARD OF DIRECTORS
List of Directors on the Central Board of
State Bank of India
(As on 14TH JANUARY 2013)

Sr.

Name

Designation

Under Section of SBI

No.

Act 1955

Shri Pratip Chaudhuri

Chairman

19 (a)

Shri Hemant G. Contractor

Managing Director

19 (b)

Shri Diwakar Gupta

Managing Director

19 (b)

Shri A. Krishna Kumar

Managing Director

19 (b)

Shri Dileep C. Choksi

Director

19 (c)

Shri S. Venkatachalam

Director

19 (c)

Shri D. Sundaram

Director

19 (c)

Shri Parthasarathy Iyengar

Director

19 (c)

Workmen Employee Director

19 (ca)

Shri Jyoti Bhushan Mohapatra


9

17

10

Shri G. D. Nadaf

Officer Employee Director

19 (cb)

11

Shri Rashpal Malhotra

Director

19 (d)

12

Shri Deepak Ishwarbhai Amin

Director

19 (d)

13

Shri D. K. Mittal

Director

19 (e)

14

Dr. Subir V. Gokarn

Director

19 (f)

18

OBJECTIVE
OF
STUDY

OBJECTIVE OF STUDY

1. Everything in this world has a specific objective behind it and it is


based on the certain objective which it has to fulfill. The truth lies with
project report. Also about the question is why we have selected this
topic; in fact the following objective we behind to decide this report.

19

2. A project report is compulsory to each and every student in final year


of bachelor and business administration (BBA) i.e. the main reason for
which undertaken this report. Hear our objectives is to know how the
financial proceedings of the bank are control and the principles behind
their implementations.
3. Ho the sbi bank serves and the services are operated and what force the
customer them to have their relation with the bank?
4. To find out and understand what kind and quality of services that
modern customer and what are the quality of services that modern
customer are excepting from the bank.
5. To study the competition effect of the banking sector.
6. To find out what policies and strategies has SBI bank prepared and
adopt to encountered to serve competition in banking industries.
7. The main objectives of the SBI are to mobilize saving, particularly
from the middle income group; to channelize these savings in to
productive investment and to provide as assured income to the required
savers.
8. The SBI provides expert management of their funds, steady
incomliquidity for their investment through facilities.
9. The SBI mobilizes the savings through the sales and its unit and
operate the number scheme with varied characteristics to suit the
requirement of the savers and investors. These characteristics income
appreciation, liquidity through purchase on elements and insurance etc.
10. The last to have an idea about different banking industries.

20

21

SCOPE OF THE
STUDY

SCOPE OF THE STUDY

We have created applets and application that store data in the file we have
also learnt that when compared to files a (DBMS) offers several useful feature
to store data and maintains the integrity of data. In this application we have
use that data in a database.

22

Imagine that we have given the task of developing an application for a


store to enable a storeowner to maintain a record of daily transaction.
In the constantly changing world of financial services abstract is an
indisputable and up to date reference sources providing easy access to all key
information which is of practical interest to bankers strategic planner
marketers accountants and trainers.
The term internet banking etc banking and online banking are used
interchangeably in this report as this are in industry. Any or all of these refer to
remote banking by personal computer or after other remote device using
software installed on the servers. Transactional web-sites are those that allow
users to perform any or all of the functions online.
1.
2.
3.
4.
5.

Open an account
Check account balance
Download statement
View or pay bills online
Transfer funds between account

METHODOLOGY
23

OF
THE STUDY

Methodology of the study:


Sources of collection of primary data
The method adopted to collect the data was simply a direct personal contact
which we have used to collect the information personally from the sources as a
primary data and the secondary data we have used numerous books related to
the banks including the personal observation method.
Questionnaire method

24

We have formed simple questionnaire which we have directed towards


management of SBI bank and its customers. For the purpose to find out what
quality of services the bank has prepared to offer its customers and also what
quality of level of services the customers are expecting from the bank. How do
they feel the quality of present service level of the bank. And what they except
it should be in future.
Which part of services of customer get satisfied and which they did not and so
on. Basically the questionnaires are of two types:
1) Open end questionnaire
2) Close end questionnaire

Open End Questionnaire:


Under this type of Questions the respondent is given free to express its opinion
or idea on the question.

Frequently Asked Question:


1) Why you have selected to be a customer of this bank?
2) How do you except the bank services should be?
The main advantage of this question is that the answer is given most probably
very close to the real view of the interviewee.

25

The disadvantage of this type of questioner is that, it is difficult to interpret the


answer given because sometimes they may not come to the point.

Close End Questionnaire:


This type of questioner comprises different of questions like
multiple choice questions
1) Why do you have selected to be a customer of this bank because
2) It provides high rate of interest
3) Its terms and conditions are suitable to your business etc
Thus close end questioner is that type of questions where the alternative
answer is given below:
The question and the respondent has to choose any one of such alternative.

Observation method
Observation method is one of the method of collecting the relevant data we
have used this method during the field study. In order to find out how
employees are executing their duties, how long the customers are getting the
service to be done and so on.
To collect the relevant information in order to complete the project
successfully.

PART: - I

26

Interacting with manager of the bank


During our field study of the bank we have interact with the manager of the
bank so as to get the information about what kind of services the bank is
providing to the customer what steps the bank has taken to improve customer
service. We have also asked some question to the manager; they are as fallows
1) Sir, Do your bank has taken any steps during last 5 years to
improve the customer service?
Ans: yes.
2) What steps have been taken to improve the same?
Ans: We have computerized the services of all our branches and offices so
as to provide quick, accuracy and satisfactory services to our customer. We
have also taken some steps to create some customer awareness among our
employees like employees training.

3) Do you have any feature plans to improve your customer service?


Ans: Yes, we have several programs to modernize the services for the
customers etc. For are going to launch Tele-banking.
4) Does your bank adopted any services form other to differentiate
other banks to attract more customer?
Ans: Off course yes, we have adopted a lot of techniques and services of
banking to attract more customer.

Our bank offers percentage less interest as compared to other

banks.
Bank provides services to uneducated customer with great care.

27

Our bank provides loans facilities to all types of business

communications like hawkers.


Provision of high rates of interest for deposits specially foe senior
citizen of the society.

5) Can you tell me something about the working condition that avails
here?
Ans: Well gentleman as you can absorbs from here only that every
segment of the bank is well organized and defined. We are allotted to work
for 8 hrs. in an cool condition. So as to handle and satisfy the needs of the
customers.

Interaction with the consumer

PART II
1) Why did you choose to be a customer of this bank?
Located in a remote area
Better services
Suitable to my business
No other reason
2) Are you satisfied with service of the bank?
Satisfy
Happy
Fair
Unsatisfied
3) How did you come to know about the bank?

28

Advertisement
Friends and Relatives
Any other
4) You have been a customer of this bank since when?
1-3 years
3-6 years
6-9 years
More than 10 years

5) What category of customer are you?


Depositor
Borrower
Or both
6) What is the nature of your account?
Saving account
Fixed account
Current account
Non-residential account
7) Do you ever been a complaint about the bank and services?
The main which have is the gap between submission of cheque and
collection of money.
8) What are the other common problems have you ever faced?
Parking is a major problem.
9) Do you think any improvement in the customer service have been
taken since you have been customer to the bank?
Yes.
10) The problems are solved at the managerial level or the counter
level?
Obviously at the counter level.

29

Source of collection of secondary data


1) Books
For more information we have referred the books of banking sectors. Mr.
RAM Sir the (employee) really using giving information about SBI bank. He
also gave us the books of banking. And from that book we understood what
are the banking process. How the bank employees works in SBI bank. We
have also known about the banking procedure such as deposition of cash,
removal of cash and transfer of money etc.
From that books we found that what are the new products launched and what
are their criteria.
The books provided by Mr.RAM Sir really helped us to gather information
about the new products that are going to be launched very soon.
We also known about different loans schemes such as education loan that are
provided to students at graduate and master degrees level. Housing loans to
the lower and higher classes and vehicles loans.

30

2) Website
It was not much enough to just collect the information from the books and the
personal talk with the manager and the employees of the bank; so we also took
the information form the Internet. As our project was on the Internet Financial
Transaction so it was compulsory to collect the information for the websites.

1) www.statebankofindia.com
2) www.google.com
3) www.wikipedia.org
These are the two sites we accommodated us to complete our project by
helping us in collecting the information needed.
From these sites we collect a lot of information about the SBI bank like history
of SBI bank, history of banking in India and all online transaction information.

31

STUDY OF LITRATURE

32

What is online banking?

If youre like most people, youve heard a lot about online banking but
probably havent tried it yourself. You still pay your bills by males and deposit
checks at your bank branch, much the way your parents did. You might stop
online for a loan, life insurance or a home mortgage ,but when it comes time
to commit, you fill more comfortable working with your banker or an agent
you know n trust.
Online banking isnt out to change your money habit. Instead, it uses
todays computer technology to give you the option of bypassing the timeconsuming, paper-based aspects of traditional banking in order to manage your
finance more quickly and efficiently.

33

Origin of online banking:


The advent of the Internet and the popularity of personal computers presented
both an opportunity and a challenge for the banking industry.
For years, financial institutions have used powerful computer network to
automate millions of daily transactions; today, often the only paper record is
the customers receipt at the point of sale. Now that its customer are connected
to the Internet via personal computer, banks envision similar economic
advantages by adapting those same internal electronic process to home use.
Bank view online banking as a powerful value added tool to attract and
retain new customers while helping to eliminate costly paper handling and
teller interactions in an increasingly competitive banking environment.

34

DATA ANALYSIS
INTERPRETATION
&
FINDINGS

35

Customer Data

7000
6000
2600

5000

2200

2500
4000
3000

off-line
3000

2000
1000

online
3500

2800

3800

1500

0
2009

2010

2011

36

2012

VIRTUAL BANKS
If you dont mind forgoing the teller window, lobby cookie and kindly bank
president, a virtual or e-bank, such as Virtual Bank or Giant Bank, may save
you very real money virtual banks are banks without bricks ; from the
customers prospective they exist entirely on the internet, where they offer
pretty much the same range of service and adhere to the same federal
regulation as your corner bank.
Virtual banks pass the money they save on overhead like buildings and tellers
along to you in the form of higher yields, lower fees and generous account
thresholds.
The major advantage of virtual bank revolves around ATMs. Because they
have no ATM machines, virtual banks typically charge the same surcharge that
your brick-and-mortar bank would if you use another banks automated teller.
Likewise, many virtual banks want accept deposit via ATM; youll have to
either deposit the check by mail or transfer money from another account.

37

Advantages of Online Banking:

CONVENIENCE:
Unlike your corner bank, online banking sites never close; theyre available 24
hours a day, seven days a week, and theyre only a mouse click away.

UBIQUITY:
If youre out of state or even out of the country when a money problem arises,
you can log on instantly to your online bank and take care of business, 24/7.

38

TRANSACTION SPEED:
Online bank sites generally execute and confirm transactions at or quicker
than ATM processing speed.

EFFICIENCY:
You can access and manage all of your bank accounts, including IRAs, CDs,
even securities, from one sector site.

EFFECTIVNESS:
Many online banking sites now offer sophisticated tools, including account
aggregation, stock quotes, rate alerts and portfolio managing programs to help
you manage all of your assets more effectively. Most are also compatible with
money managing programs such as Quicken and Microsoft Money.

39

Disadvantage of online banking:


Start-up may take time:
In order to register for your banks online program, you will probably have to
provide ID and sign a form at a bank branch. If you and your spouse wish to
view and manage your assets together online, one of you may have to sign a
durable power of attorney before the bank will display all of your holdings
together.

Learning curve:
Banking sites can be difficult to navigate at first. Plan to invest some time
and/or read the tutorials in order to become comfortable in your virtual lobby.
Bank site changes: even the largest bank periodically upgrade their online
programs, adding new features in unfamiliar place. In some case, you may
have to re-enter account information.

The trust thing:


For many people, the biggest hurdle to online banking is learning to trust it.
Did my transaction go through? Did I push the transfer button once or twice?
Best bet: always print the transaction receipt and keep it with your bank
records until it shows up on your personal site and/or your bank statement.

40

CHAPTER 4.2
Services of SBI

DOMESTIC TREASURY
SBI VISHWA YATRA FOREIGN TRAVEL CARD
BROKING SERVICES
REVISED SERVICE CHARGES
ATM SERVICES
INTERNET BANKING
E-PAY
E-RAIL
REBIEFT
SAFE DEPOSIT LOCKER
GIFT CHEQUES
MICR CODES
FOREIGN INWARD REMITTANCES

41

SERVICES OF SBI

8%
35%

20%
ATM services

E-Pay

Broking services

Interner services

15%
22%

42

safety deepository locker

ATM SERVICES

STATE BANK NETWORKED ATM SERVICES


State Bank offers you the convenience of over 26,000 ATMs in India,
the largest network in the country and continuing to expand fast! This means

43

that you can transact free of cost at the ATMs of State Bank Group (This
includes the ATMs of State Bank of India as well as the Associate Banks namely, State Bank of Bikaner & Jaipur, State Bank of Hyderabad, State Bank
of Mysore, State Bank of Patiala, and State Bank of Travancore) and wholly
owned subsidiary viz. SBI Commercial and International Bank Ltd., using the
State Bank ATM-cum-Debit (Cash Plus) card.

KINDS OF CARDS ACCEPTED AT STATE BANK ATMs


Besides all cards of State Bank of India, State Bank ATM-Cum-Debit
Card and State Bank International ATM-Cum-Debit Cards following cards are
also accepted at State Bank ATMs: 1) State Bank Credit Card
2) Cards issued by other banks displaying Maestro, Master Card, Cirrus,
VISA and VISA Electron logos

44

3) All Debit/ Credit Cards issued by any bank outside India displaying
Maestro, Master Card, Cirrus, VISA and VISA Electron logos
State Bank ATM-cum-Debit (State Bank Cash plus) Card:
India's largest bank is proud to offer you unparalleled convenience viz.
State Bank ATM-cum-Debit (Cash Plus) card. With this card, there is no need
to carry cash in your wallet. You can now withdraw cash and make purchases
anytime you wish to with your ATM-cum-Debit Card.
Get an ATM-cum-Debit card with which you can transact for FREE at
any of over 26,000 ATMs of State Bank Group within our country.

Features:

Withdraw cash from over 26,000 ATMs of our group FREE and about
40000 ATMs of other banks under multi-lateral sharing viz. Andhra
Bank, Axis Bank, Bank of India, The Bank of Rajasthan Ltd. Canara
Bank, Corporation Bank, Dena Bank, HDFC Bank, ICICI Bank, Indian
Bank, IndusInd Bank, Punjab National Bank, UCO Bank and Union
Bank of India apart from ATMs displaying Master Card/
Maestro/Cirrus logo for FREE upto first 5 transactions (Financial and
Non-Financial) in a calendar month (for SB account holders).

45

Make payments for purchases by using the debit card at more than 4
lakh shops, restaurants, shopping malls, hotels, petrol pumps and many
other outlets which display Maestro logo.

Recharge pre-paid mobile phones of Vodafone, IDEA, Reliance and


BPL without any charges at any State Bank ATM.

Recharge pre-paid mobile phones of AIRTEL of 11 Circles viz.


Mumbai, Delhi, Gujarat, M.P., U.P. (East), U.P. (West), Karnataka,
Kerala, Andhra Pradesh, Tamilnadu, and Chennai, through ATM/ SMS
anywhere in India.

Recharge mobile phones of AIRTEL, Vodafone, Uninor, Virgin,


Reliance IDEA and BPL without any charges at all ATMs as well as by
sending SMS (after registration at State Bank ATM).The text of SMS
will be as under: -

Service Provider

SMS Text

Airtel

RC (AMOUNT) PIN

535

BPL

RC SBI (AMOUNT) PIN

140

Vodafone

RC SBI (AMOUNT) PIN

147

IDEA

RC SBI (AMOUNT) PIN

575

46

Send SMS to

Pay MTNL, Mumbai bills through State Bank ATMs

Payment of Electricity Bills (Bescom), Bengaluru

Payment of SBI Credit Card bills

Payment of SBI Life insurance premium

Pay fees of select colleges

Registration of SBI Mobile Banking and SMS Alerts

Donate to Temple Trusts: - (a) Vaishno Devi (b) Shirdi Saibaba (c)
Gurudwara Takht Saheb, Nanded (d) Tirupati and (e) Sri Jagannath
Temple, Puri (f) Palani, Tamil Nadu (g) Kanchi Kamakoti Petam,
Tamil Nadu (h) Ramakrishna Mission, Kolkatta (i) Mantralaya, Andhra

47

Pradesh (j) Kashi Vishwanath, Banaras (k) Tulja Bhavani, Mumbai (l)
Mahalakshmi, Mumbai

Donate to Relief Funds: (a) CM Relief Fund, Orissa (b) CM Relief


Fund, Bihar (c) Rajiv Gandhi Aarogyasri Fund

Transaction Limits:
Daily limit of Rs 40,000/- at the ATM
Daily limit of Rs 50,000/- at Point of Sale (POS) terminal for debit
transactions
Combined daily limit of Rs 90,000/The breakup of Multi Option Deposit Scheme units is available
through the Saving Bank / Current Account linked with the ATM-Cum-Debit
Card, if attached with the MODS.The withdrawals can be made in units of Rs
1000/- from the deposit

Fees:
There is no joining fee for State Bank ATM-cum-Debit (Cash Plus)
card. Annual maintenance fee of Rs. 100/- p.a. will be recovered from the
second year of issue.

Apply for your card


If you already have a Savings Bank or Current Account with us, apply
for State Bank ATM-cum-Debit (Cash Plus) card at your branch.
If you are not banking with us, start doing so

48

State Bank Cash Plus International Card:


This is an International ATM-cum-Debit Card with which you can
enjoy shopping at over 4 lakh establishments in India and over 10.5 Million
establishments worldwide displaying Maestro logo, wherein the amount you
spend on your card is automatically debited to your account. Withdraw cash
from over 26,000 ATMs of our group FREE of other banks from ATMs
displaying Master Card/ Maestro / Cirrus logo in India and more than 8,20,000
ATMs across the globe for a nominal fee. In India, it would function as the
State Bank ATM-cum-Debit (Cash Plus) card.

WITHDRAWAL LIMIT: i) Cash Withdrawals (per day) :

Minimum

India

Abroad

Rs. 100

Depends on the Bank whose


ATM is being used
ii) Transaction at

Maximu

Rs. 45000

US$1000 or equivalent

Maximum

India

Abroad

Rs. 1,00,000

US$1000 or equivalent

49

POS (per day):

Maximum permitted aggregate utilization in a day is Rs. 145000 in


India and equivalent to US$ 2000 abroad (subject to compliance with the RBI
and Exchange Control/ FEMA Regulations)

TRANSACTION COSTS: Fees:


The State Bank Cash Plus International Card is available for one time
joining fee of Rs 200/-. Annual maintenance fee of Rs. 100/- p.a. will be
recovered from the second year of issue.
Apply for your card :
If you already have a Savings Bank or Current Account with us, apply
for State Bank Cash Plus card at your branch.
If you are not banking with us, start doing so
Experience Anytime Anywhere Banking with STATE BANK. Call us
at our toll free 1800-112211, 1800-4253800 from any phone.

50

Enhanced Convenience:
State Bank accepts Debit/ Credit Cards issued by banks in India and
abroad affiliated to both VISA and Master Card International at its over 26,000
ATMs.

STATE BANK INTERNATIONAL ATM-CUM-DEBIT


CARD

Eligibility:
All Saving Bank and Current Account holders having accounts with
networked branches and are:

18 years of age & above

51

Account type: Sole or Joint with "Either or Survivor" / "Anyone or


Survivor"

NRE account holders are also eligible but NRO account holders are
not.

Benefits:

Convenience to the customers traveling overseas

Can be used as Domestic ATM-cum-Debit Card

Available at a nominal joining fee of Rs. 200/-

Daily limit of US $ 1000 or equivalent at the ATM and US $ 1000 or


equivalent at Point of Sale (POS) terminal for debit transaction

Purchase Protection*up to Rs. 5000/- and Personal Accident cover*up


to Rs. 2,00,000/-

Charges for usage abroad: Rs. 150+ Service Tax per cash withdrawal
Rs. 15 + Service Tax per enquiry.

Conditions apply :

52

Acceptability:
Card can be used at:

More than 8,20,000 ATMs and 7 million POS, worldwide, displaying


Cirrus logo

All State Bank Group and tie-up bank's ATMs, and ATMs & POS in
India displaying Master Card/ Maestro / Cirrus log

Safe deposit lockers


For the safety of your valuable we offer our customer safe deposit vault or
locker facilities at a large number of our branch . there is a nominal annual
charge, which depends on the size of the locker and the centre in which the
branch is located.

53

E-PAY
Bill payment@onlineSBI(e-Pay) will let you to pay your Telephone, Mobile,
Electricity, Insurance and Credit Card bills electronically over our online SBI
website http://www.onlinesbi.com .
Say good-bye to cheques: Check & Pay your bills online, 24 hours a day, overPay. You even get a cyber receipt for your payments done online or scheduled
over online SBI!
If your biller present your bill online, you can also give us Auto Pay
instructing and we will pay the bills as and when it falls due.
The service is available for select local billers at Ahmedabad, Bangalore,
Bhopal, Bhuvaneshwar, Chandigarh, Chennai, Delhi, Guwahati, Hyderabad,
Kolkata, Lucknow, Mumbai, Patna, Thiruvanathpuram. The national biller like
LIC, SBI Cards, SBI Life Insurance etc. can be paid at any center across the
country.

54

You can add billers online using the Add biller like on
http://www.onlinesbi.com site or you can fill up the SBI e-pay Registration
Form (SeRF) which available at the branch and submit thereat. Branch will
add your Billers for payment over
e-pay.

Internet banking
www.onlinesbi.com, the Internet banking portal of our bank, enables its retail
banking customers to operate their accounts from anywhere anytime,
removing the restrictions imposed by geography and time. It's a platform that
enables the customers to carry out their banking activities from their desktop,
aided by the power and convenience of the Internet.
Using Internet banking services, you can do the following normal banking
transactions online:

Funds transfer between own accounts.


Third party transfers to accounts maintained at any branch of SBI
Group Transfers to accounts in State Bank Group
Inter Bank Transfers to accounts with other Banks
Online standing instructions for periodical transfer for the above
Credit PPF accounts across branches
Request for Issue of Demand Draft

55

Request for opening of new accounts


Request for closure of Loan Accounts
Request for Issue of Cheque Book

Apart from these, the other salient value-added features


available are:

Utility bill payments


Online Ticket Booking for travel by Road, Rail and Air
SBILIFE, LIC and other insurance premia payments
SBI and other Mutual funds Investments
SBI and other Credit Card dues payments
Tax Payment Income, Service, State Govt
Customs Duty Payment
Online Share Trading (eZ-trade@SBI)
Online Application for IPO
Fee Payment to select educational institutions including IITs and
NITs

Truly smart services to cover most of your banking transactions. All this and
much more, from your desktop.
All our branches are enabled for Internet Banking.Contact your branch for
availing this service. You can visit www.onlinesbi.com for downloading the
registration

form.

On security front, the site is 'VeriSign' certified - indicating that it's

56

absolutely safe and secure for you to transact online. Additional layers of
security are available for doing transactions.

TERMS OF SERVICE
General Information
1) The www.onlinesbi.com registration form should be addressed
and sent directly to the Branches where the applicant maintain
his/her/their account.
2) Separate registration is required in case the accounts are
maintained at different branches. Separate registration is
allowed for single and joint accounts at the option of the user.
3) Normally the account holders can access his accounts through
the www.onlinesbi.com only after he/she acknowledges to the
respective Branches the receipt of the User-Id and Password
sent to him/her.
4) Each account holder in a joint account with Either or
Survivor type mode of operation may register himself/herself
as a USER of the www.onlinesbi.com facility.
5) All other accounts not listed in the registration form will be
available on the www.onlinesbi.com for the purpose of enquiry
only. The customers may approach Branch for enabling
transaction rights on such accounts any time.
6) The www.onlinesbi.com services cannot be claimed as a right.
The Bank may also convert the Service into a discretionary
service anytime, if so warranted, after it has been made
availability to the USER.

57

Terms of Banks:
1) All request received from the USERs are logged and
transmitted to the Users Branch for their fulfillment. The
request become effective from the time these are
recorded/registered at the respective branch. While registering
the request, the USER is informed about the time normally
taken by the bank for fulfillment such request.
2) The rule and regulation applicable to the banking transaction
done in the traditional way in India will be applicable mutatis
mutandis for the transactions done through the
www.onlinesbi.com services.
3) Disputes between the registered USER of this service and the
Bank with regard to the transactions done through
www.onlinesbi.com will be subject to the jurisdiction of the
competent courts where the branch maintaining the relative
accounts of the user is located and will be governed by Indian
Laws in force from time to time.
4) The bank will take reasonable care to make use of the available
technology for ensuring security and preventing unauthorized
access to any of the services offered through the
www.onlinesbi.com
5) The www.onlinesbi.com service is a VeriSign certified secure
site. It assures that during the session user is dealing with website of SBI. The two-way communication is secured with 128bit SSL encryption technology. Which ensure the
confidentiality of the data during transmission. The access-

58

control methods designed on the site afford a high level of


securities to the transaction conducted on www.onlinesbi.com .
6) It is proposed to implement, in due course, the PKI (Public Key
Infrastructure) /Digital Signature technology for the
www.onlinesbi.com service.
7) The bank reserves the right to modify, add or cancel any of the
services offered through www.onlinesbi.com or the terms of
service listed in this document without prior notice to the users.
The changes will be notified to the users/customers through a
notification on the site

USERs Obligations:
1) The User-Id and the password given by the bank must be
replaced by User Name and Password of the USER if free to
2)

choose at the time of FIRST log-in. This is Mandatory.


The registered USER is free to choose a User Name and
Password of his choice as per the guideline on the site.
However he/she is advised to avoid choosing a password that is
generic in nature, guessable/inferable from the personal data
such as name, date of birth, address, telephone, number, driving

licence/car number etc.


3) The USER is welcome to access www.onlinesbi.com from
anywhere anytime. However, as a matter of precaution and
safety, he should avoid using PCs with public access.
4) There is no way to retrieve Password from the system. In case
the USER forgets his/her Password, he/she will have to
approach the branch for re-registration.
5) The USER must keep the user name and password strictly
confidential and known only the himself/herself. It is a good
practice to commit the password to memory rather than write it

59

down somewhere. Bank will not be responsible for any loss


sustained by the USER due to breach of this condition.
6) The bank presuppose that log-in using valid user name and
password is valid session initiated by none other than the USER
to whom the said user name and password belongs.
7) All transaction executed through a valid session as defined
above will be construed to have been emanated from the
registered USER and will be legally binding on him/her. The
USER is cautioned against leaving the computer unattended
during a valid session.
8) Should the USER notice that any information relating to his/her
accounts is incorrect or discrepant the same should be
immediately brought to the notice of the branches by e-mail or
letter.
9) The USER will not attempt or permit other to attempt accessing
www.onlinesbi.com through any unlawful means.

Online Account opening

60

Online SBI is the Internet Banking service provided by State Bank of


India, Indias largest and premier commercial bank Internet banking is the
most convenient way to bank-anytime, any place, at your convenience.
SBI is available 24 X 7 and remains just a click away.
1) You can access Online SBI from any computer that has
connectivity to the Internet.
2) Access Online SBI
You need to have an account at an Internet banking enabled
branch. You also need to register for the Internet banking
service with the branch. SBI will send a user name and
password to your registered address. Logon to
www.onlinesbi.com using this user name and password. At the
first login, you will to need to go through a simple initialization
process. Our Net banking assistant will guide you step by step
through this process on the site.
You are welcome to open it now. It is very easy to open an
account with SBI. Just walk in to any of our branches nearby.
Our staff would be pleased to assist you.

Opening an account?
Follow these four simple steps:

61

1) Collect an account opening form from a branch or download it from


the Online SBI site.
2) Complete the form and visit an SBI branch of your choice with two
passport size photographs and your passport if available.
3) Get an introduction letter from a respectable person or a customer of
the branch who is known to you.
4) Make an initial deposit and your account is opened.

DEMAT SERVICE

62

Opening linked 3-in-1 account viz. a SB a/c, Demat a/c or DP a/c and Trading
a/c. The linked account offers 24 X 7 investing, security, no paper work, easy
transfer of funds, instant order confirmation, speed and transparency.
The product offering envisages opening of 3-in-1 account viz. Savings
Bank/Current account with a core branch of SBI, Demat account on
centralized DP of SBI and Trading account with MOSL.

Procedure to open 3-in-1 account:


1) Visit your nearest branch for obtaining the 3-in-1 a/c opening
form.
2) List of document required:
a) Proof of identity - Copy of PAN card- Three self
attested copies.
b) Proof of address - Passport, Ration card, Voters ID,
Electricity bill (not more than 2 months old) or Landline
Telephone bill(not more than 2 months old)
c) 3 recent passport size photographs.
d) An
e) A
f) Client
3) After the 3-in-1 account form is duly filled and submitted, you
would get your trading password which would be generated by
the system and supplied to you in pin mailer within 10 working
days.

MUTUAL FUNDS
Start here to use a wide array of information about mutual funds. Start with
this mutual fund tutorial, then use mutual fund calculators, our glossary, books

63

and sample mutual funds to look at. Use our message boards for mutual fund
questions.
A mutual fund is an investment vehicle where a person or group of persons,
called mutual funds managers, choose a group of stocks and sell them in one
package. Mutual funds are generally lower risk investment for a beginner or
intermediate investor because:

The managers are experts.


Having a large number and variety of stock is less risky than one stock.
If the prices per share of some stocks go down, others can go up,
possibly keeping the price (Net Asset Value), of the mutual fund stable
or going up.

Mutual funds are also recommended for those who do not have time, energy or
desire to research their own stocks. Every mutual fund and fund family comes
with a prospectus READ the prospectus before investing. The prospectus not
help you to understand what you are investing in, but it helps you to
understand mutual fund and stock in general.

Some of the various mutual funds offered by SBI


mutual fund are discussed below
SBI Arbitrage Opportunities Fund: Open-ended Equity Fund with growth
and dividend option. With no entry load, the minimum investment required is
Rs. 25000.
SBI Magnum Balanced Fund: Open-ended Equity & Debt Fund with

64

growth and dividend option. The minimum investment is Rs. 1000 but there is
an entry load of 2.25% for investments below 5 crores.
SBI Magnum Blue Chip Fund: Open-ended Equity Scheme along with
dividend and growth option. The minimum required investment is Rs. 5000
and has an entry load of 2.25% for investments below 5 crores.
SBI Magnum Children's Benefit Plan: Open-ended Income Scheme with a
face value of Rs.10 and the minimum investment required is Rs. 1500. The
entry load is 1.5%.
SBI Magnum COMMA Fund: Open-ended Equity Scheme having a
dividend and growth option. The minimum investment needed is Rs. 5000 and
the entry load of 2.25% for investments below 5 crores is applicable.
SBI Magnum Contra Fund: Open-ended Equity Scheme having a dividend
and growth option. The minimum investment needed is Rs. 2000 and the entry
load of 2.25% for investments below 5 crores is applicable.
SBI Magnum Emerging Businesses Fund: Open-ended Equity Scheme
having a dividend and growth option. The minimum investment needed is Rs.
2000 and the entry load of 2.25% for investments below 5 crores is applicable.
SBI Magnum Equity Fund: Open-ended Diversified Equity Fundhaving a
dividend and growth option. The minimum investment needed is Rs. 1000 and
the entry load of 2.25% for investments below 5 crores is applicable.
SBI Magnum FMCG Fund: Open-ended Equity Schemewith a face value
of Rs.10. The minimum investment needed is Rs. 1000 and the entry load of
2.25% for investments below 5 crores is applicable.
SBI Magnum Gilt Fund Long Term Plan: Open-ended Gilt Scheme with
quarterly dividend option and growth option. As far as minimum investment is
concerned, it is Rs. 25000/- and in multiples of Rs. 5000/- thereafter for the
Growth option. Rs. 1,00,000/- and in multiples of Rs. 5000/- thereafter for
dividend option.
SBI Magnum Gilt Fund Short Term Plan: Open-ended Gilt Scheme with
monthly dividend option and growth optionwith minimum investmentRs.

65

25000/- and in multiples of Rs. 5000/- thereafter for the Growth option. Rs.
1,00,000/- and in multiples of Rs. 5000/- thereafter for dividend option.
SBI Magnum Global Fund: Open-ended Equity Scheme with Growth &
Dividend Option

CUSTOMER CARE SBI


Customers of the Bank can meet senior executives of the Bank on 15th of
every month (between 3.00 p.m. and 5.00 p.m.) without any prior appointment
and discuss issues relating to their accounts/banking transactions. In case 15th
of month is a holiday, customer can meet on the next working day.

66

In case, excessive delay in resolving their problems is experienced, customers


can contact the helpline of the Local Head Office, under whose control the
branch functions.

Task Alloted by SBI Bank Abide of having the banking facility in


our range. We were not knowing about the SBI bank how it works but thanks
to this project because of which we are now aware of the how the bank works
and can proufly participate for any type of banking transactions.

67

The Chief Manager really helped me and my team-mates by proving his 100%
assistance at every step where every required and that too to at the required
time.

1) ATM Services :
We visit an ATM center and we enquired more than 20 people as the
task was laid on us. As we were asked what are the requirements and
how does this function works???
This we ask to the people and they really assisted us by providing us
the right information which was necessary for the completion of the
project.
Requirement of the ATM cards are as follows :
1) PAN card
2) Light bill
3) Address proof
4) Phone bill
5) Identity card of any belonging inst.
After a large survey it came to be clear out that there are more than 15 ATM
center for the welfare of the people providing service for almost 24 Hrs. The
process is quite simple as to enter the card and type the correct password and
the required amount we need we can get it.

Benefit :
1) There is no line or crowd of que for the withdrawl of cash.
2) It provides service in all season (24 X 7)

68

3) ATMs provide convenience to the customers. Now-a-days, ATMs are


located at convenient places, such as at the air ports, railway stations,
etc. and not necessarily at the Bank's premises. It is to be noted that
ATMs are installed off-site. (away from bank premises) as well as on
site (installed within bank's premises). ATMs provide mobility in
banking services for withdrawal.
4) ATMs reduce the work pressure on bank's staff and avoids queues in bank
premises.

5) ATMs provide service without error. The customer can obtain exact
amount. There is no human error as far as ATMs are concerned.
6) ATMs are of great help to travellers. They need not carry large amount
of cash with them. They can withdraw cash from any city or state,
across the country and even from outside the country with the help of
ATM.
7) The customer also gets brand new currency notes from ATMs. In other
words, customers do not get soiled notes from ATMs.

69

LIMITATIONS OF THE STUDY

1) We visited the bank number of times to gain a deep inside into a little
gritty of the banking sector, but the subject was so vast that
encapsulating it into a project was next to impossible.

70

2) This project takes up a lot of time and we cannot fully commit out time
to this project and the best we can do is just visit there for a month and
gather the required information.
3) There has been some limitation and obstacles opposed while making
this project.
4) Although we were not aware of banking function before making this
project. But gradually we understood the functioning of the bank and
the transactions processing of the bank.
5) Illiteracy and unawareness of the banking facilities within the citizen
was focused during the survey and working of the project.
There were many limitations arise from time to time while making this
project but we overcome from this limitations.

71

SWOT
ANAYLSIS

Strengths:

Greater reach to customers


Quicker time to market
Ability to introduce new products and services quickly and
successfully
Ability to understand its customers needs
Customers are given access to information easily across any location
Greater customer loyalty
Easy online application for all accounts, including personal loans and
mortgage

72

24 hours account access


Quality customer service with personal attention

Weaknesses:-

Lack of awareness among the existing customers regarding internet


banking
Obsolesce of technology take place very soon specially in terms of
security on internet.
Procedure for applying for id and password for using services related
to internet banking takes time.
Lack of knowledge is found regarding internet banking in employees

of SBI
Implementation of newer technology is little bit
complicated
Employees needs training to obtain knowledge
regarding I-banking

Opportunities:-

Approximately 95% of customers are not using internet banking.


Core competency can be achieved in terms of banking if focus is made
on awareness of internet banking
Can become 1st virtual bank of India.

73

Concentration of various services should be made using internet


banking

Threats:-

Maintaining Business Edge over competitors in the context of


sameness in IT infrastructure
Multiple vendor support is necessary for working of highly complex
technology
Maintaining secured IT infrastructure for business operations
Alternative must be there in case of failure of system

74

CONCLUSION

Due to the hard work by our team we come to know the functioning of the
bank. The study done by us has revealed that the SBI is the best
nationalize bank in India. Which provides the varied services to its
customer.

75

The study also revealed that the SBI is the Indias largest bank which has
variety of services and it has largest number of satisfied customers.
While working on a project we come to know the various loan schemes
provided by the bank for its recurring & new customers. We also come
to know about the schemes of pensioners and for the recurring
customers of the bank.
We also studied about the customer care system of the bank which
provides the customer full support for all the queries and always
provides the best of customer care service for its customers.
Lastly, we concluded that State Bank of India(SBI) is the oldest bank with
modern amenities.

76

BIBLIOGRAPHY

77

Internet Websites:-

1. www.statebankofindia.com
2. www.google.co.in
3. www.wikipedia.org
4. www.nabard.org

BOOKS
1 -Research methodology.
2 -Banking and you.
3 -Banking & financial system Dr. Nirmala Prasad.

4 -Research Methodology- C.R. Kothari.


5 - Financial Management I.M. Pandey.

78