summer internship report submitted to state bank of india on the topic - “youth and sbi -...

Report on the study based on the topic:

“Youth and SBI à Connected or Disconnected”

NIT SILCHAR

Summer Internship Report submitted to SBI in completion of the requirement of Summer Internship at State Bank of India

Department of Management Studies

NATIONAL INSTITUTE OF TECHNOLOGY SILCHAR

(2012-2014)

Name of the student: Project Mentor/Reporting

Deepanjan Das Officer at the bank:

MBA-12-122 Mr. Khairul Anam

Siddhartha Das

May 15th 2013 to July 15th 2013

2. CERTIFICATE OF COMPLETION

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3. ACKNOWLEDGEMENT

At the outset, I express my heartfelt thanks & gratitude to those who sincerely helped and supported me

throughout the project I have undertaken to do & without whose active support & help it would not have

been possible for me to complete the venture. As such, I once again extend my sincere thanks & gratitude to

all of them.

To this effect, at first I take the opportunity to express my profound gratitude and deep regards to my guide

Mr. Khairul Anam for his active guidance and constant supervision together with time to time providing

with necessary information connected with the project following active support in completing the project.

I also take the opportunity to express my heartfelt gratitude to my college mentor Mr. Shahid Laskar,

assistant professor of Management Studies, National Institute of Technology, Silchar, for extending his

cordial support, providing valuable information and guidance, which helped me a lot in completing the task

at various stages.

Moreover, I would also like to express my heartfelt gratitude to the Chief Managers Of State Bank Of India ,

Silchar and Hailakandi branches for their kind co-operation and necessary encouragement which also helped

me a lot in completing the project.

Finally, I would also like to express my earnest gratitude to my friends and family members for their

constant support & encouragement without which the assignment would not have been completed, besides

the constant blessings of Almighty.

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4. TABLE OF CONTENTS

Topics Page number

INTRODUCTION 5

FRAMEWORK OF STUDES

LIST OF CHARTS

LIST OF TABLES

9

4

4

METHODOLOGY AND ANALYSIS 13

RECOMMENDATION 37

CONCLUSION 37

BIBLIOGRAPHY 40

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5. LIST OF CHARTS

a) Age group of the respondents

b) Gender among the age groups

c) Savings a/c in SBI

d) Desire to open an a/c in SBI

e) Regular transactions of the youth

f) Awareness of SBI among youths

g) Preference of banks in taking loans

h) Choice of banks for internet or mobile banking

i) The experience of services among the youths in SBI

k) Satisfaction of the Youth

l) Feelings of youth about the services provided by SBI

6. LIST OF TABLES

a) Tabulations for the List of Directors on the Central Board of State Bank of India (As on 06th February,

2013)

b) Tabulation for Gender of the respondents.

c) Tabulation as per responses to the question "Do you have a savings account in SBI" in the questionnaire

together with the tabulation of the chi square test of the relative question.

d) Tabulation as per responses to the question "On which bank you depend for your regular transactions." in

the questionnaire together with the tabulation of the chi square test of the relative question.

e) Tabulation as per responses to the question "Are you aware of the products and services provided by SBI"

in the questionnaire together with the tabulation of the chi square test of the relative question.

f) Tabulation as per responses to the question "If you desire to open a savings bank a/c then which bank will

you prefer" in the questionnaire together with the tabulation of the chi square test of the relative question.

g) Tabulation as per responses to the question "Which bank would you prefer for taking loans" in the

questionnaire together with the tabulation of the chi square test of the relative question.

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h) Tabulation as per responses to the question "Which bank would you prefer for Internet banking/Mobile

Banking” in the questionnaire together with the tabulation of the chi square test of the relative question.

i) Tabulation as per responses to the question "Have you ever experienced any services from SBI' in the


j) Tabulation as per responses to the question "Are you satisfied with the services provided by SBI" in the


k) Tabulation as per responses to the question "What do you feel about the services provided by SBI" in the


7. INTRODUCTION

Brief profile of student.

I , Sri Deepanjan Das , undertook the project of “Youth and SBI à Connected or disconnected”.I am a

native of Assam. In regard to my education, I did my schooling and secondary education in Assam, and

B.Tech in Chennai. Currently I am pursuing my MBA degree from NIT ,Silchar .I have maintained 6..43

CPI in aggregate. Previously I did my 10th class with 71% aggregate and 12th with 72% aggregate in SEBA

and AHSEC board respectively and did my B.Tech from SRM University ,Chennai..Coming to my family

background..I am the one and only son of my parents....My father is a retired Manager, State Bank Of India,

and my mother , a perfect home-maker.. My strengths are I am very honest,optimistic and punctual..I can

adapt myself to any environment and circumstances and for that reason I can work with very ease .I am also

quite good in team work . My hobbies are listening to music,bike riding and travelling.My weakness are

believing in others very easily coupled with a bit absent mindedness. But, If I concentrate on anything I

become so absorbed in that matter that I can’t listen even if somebody calls me at that time.And thats all

about myself in brief.

Brief profile of project mentor at the bank.

My project mentor at the bank is Mr. Khairul Anam , Manager, State Bank Of India, Narsingpur

Agricultural Development Branch. He is the son of Lt. Hasan Ali, R.K.Pur, Udaipur, South Tripura. He took

graduation in commerce and joined SBI On 13 th july, 1981. After accomplishing several assignments in

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various branches he joined at this branch as manager on 14 th December, 2010 and has been working till

date.

Brief profile of organisation

State Bank of India (SBI) is a multinational banking and financial services company based mainly in India.

It is a government-owned corporation with its headquarters in Mumbai, Maharashtra.The State Bank of

India’s root lies in the first decade of 19th century, when the Bank of Calcutta, later renamed the Bank of

Bengal, was established on 2 June 1806. The Bank of Bengal was one of three Presidency banks, the other

two being the Bank of Bombay (incorporated on 15 April 1840) and the Bank of Madras (incorporated on 1

July 1843). All three Presidency banks were incorporated as joint stock companies and were the result of the

royal charters. These three banks received the exclusive right to issue paper currency till 1861 when with the

Paper Currency Act; the right was taken over by the Government of India. The Presidency banks

amalgamated on 27 January 1921, and the re-organised banking entity took as its name Imperial Bank of

India. The Imperial Bank of India remained a joint stock company but without Government participation.

Pursuant to the provisions of the State Bank of India Act of 1955, the Reserve Bank of India, which is

India's central bank, acquired a controlling interest in the Imperial Bank of India. On 30 April 1955, the

Imperial Bank of India became the State Bank of India. The government of India recently acquired the

Reserve Bank of India's stake in SBI so as to remove any conflict of interest because the RBI is the country's

banking regulatory authority.

In 1959, the government passed the State Bank of India (Subsidiary Banks) Act, which made eight state

banks associates of SBI. A process of consolidation began on 13 September 2008, when the State Bank of

Saurashtra merged with SBI.

SBI has acquired local banks in rescues. The first was the Bank of Behar (est. 1911), which SBI acquired in

1969, together with its 28 branches. The next year SBI acquired National Bank of Lahore (est. 1942), which

had 24 branches. Five years later, in 1975, SBI acquired Krishnaram Baldeo Bank, which had been

established in 1916 in Gwalior State, under the patronage of Maharaja Madho Rao Scindia. The bank had

been the Dukan Pichadi, a small moneylender, owned by the Maharaja. The new banks first manager was

Jall N. Broacha, a Parsi. In 1985, SBI acquired the Bank of Cochin in Kerala, which had 120 branches. SBI

was the acquirer as its affiliate, the State Bank of Travancore, already had an extensive network in Kerala.

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List of Directors on the Central Board of State Bank of India (As on 06th February, 2013)

Sr. No. Name Designation

1 Shri Pratip Chaudhuri Chairman

2 Shri Hemant G. ContractorManaging Director

3 Shri Diwakar Gupta Managing Director

4 Shri A. Krishna Kumar Managing Director

5 Shri S.Vishvanathan Managing Director

6 Shri S. Venkatachalam Director

7 Shri D. Sundaram Director

8 Shri Parthasarathy Iyengar Director

9 Shri Thomas Mathew Director

10 Shri Jyoti Bhushan Mohapatra Workmen Employee Director

11 Shri S.K. Mukherjee Officer Employee Director

12 Dr. Rajiv Kumar Director

13 Shri Deepak Amin Director

14 Shri Harichandra Bahadur Singh Director

15 Shri Rajiv Takru Director

16 Dr. Urjit R. Patel Director

Table 1

SBG’s Net Profit for Q4FY13 3818 Crore and for FY13 is 17916 Crore.Source: www.sbi.co.in .

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http://www.sbi.co.in/

Nature of the project

The project assigned to me is mainly to find out whether the youths now-a-days are connected or

disconnected to SBI. The project is to study the banking habits of the youths and to find out the likes and

dislikes of the youths in regards to banking with SBI. And to know whether they are really satisfied with the

products and services provided by the SBI or not i.e. to know the feedback from the existing as well as non-

existing youth customers of SBI and to analyze the opportunities and threats of SBI so that more and more

youth customers can be attracted to bank with SBI. So the nature of the project is to understand the youths’

behavior in banking with SBI so that SBI can adapt the same language spoken by the youths now-a-days.

The youth’s consumer behavior should also be studied with the adaptation of new and new technologies and

services by SBI and to know about their feedback in order to find out the reasons behind their likings and

dislikings among the youth customers of the SBI and finally after identifying the reasons find out the

solution to those threats or opportunities so that it can benefit the company and fetch more and more profits

by increasing its products and services to its youth customers.

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Brief objectives / responsibilities assigned by the project mentor.

The research which I am asked to conduct is about to find out whether youths are connected or disconnected

to SBI.To know that first of all we will have to know about the banking habits of the youth culture. Its a

myth that youths are not interested in banking, they should be properly asked and listened about their

interests in banking i.e. the services which are provided by SBI so that youths can be absorbed to bank with

SBI.What the youth’s actually want, need, demand etc should be properly analysed, so that more and more

youth customers can be attracted. The research is also to know about what extra services should be offered

to them so that they gets attracted to it and becomes loyal to SBI . Thus, the main objective of my research

would be of knowing about the banking habits of the youth. It will include the youth’s choices and

preferences in banking industry.

Apart from that, the research will also try to find out the likes and dislikes of the youth about banking. Now-

a-days youths have very less time to spend in huge queues inside banks, youths want prompt services from

the employees including opening an account and availing services form them. Unprofessional attitudes also

disappoint the youths a lot. So, what really satisfies the youth, what youths hate, what youth’s love etc etc

should be properly found out and analysed in order to serve the youth better and for this proper feedback

should be taken from the youth time to time so that SBI can adapt new and new technologies for rendering

its products and services to its youth customers and speak the youth’s language and attract new youths to

bank with SBI.

And finally the research will also try to discover the youth’s perception about SBI i.e. what actually the

youth thinks about SBI. Does the name SBI comes first to the mind of the youths when they think about

banking, brand recognition of SBI among the youths and also the SBI’s advantages over other banks etc etc

will be found out and analysed. This will be done by taking feedbacks from the youth specially the existing

youth customers of SBI and the advantages or disadvantages be brought to light and actions be taken

accordingly so that SBI can go on flourishing than other leading banks.

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8. FRAMEWORK OF STUDY

Theoretical framework.

With the development of Science & Technology the life style has become so fast that all of us, particularly

the youths, have almost lost our patience even to wait for an extra single moment in any office to get our

works done, particularly in financial institutions like public sector banks, where works are done more

speedily than other institutions & as such , the demands / expectations are also more from them. Despite

that, we want some more facilities also from banks so that we can avail all the banking facilities without an

iota of harassment i.e with more ease.

To this effect, we want first & foremost from the bank that all the customers as well as other visitors who

attend the bank on behalf of theirs friends, relatives etc to avail banking services on behalf of them, or selves

to open accounts should get proper reception as well as attention at the bank. The staffs deployed to attend

the customers should invariably have positive attitude to serve them with a smile.

Then we want banks to make account openings as easy as possible so that we are not unnecessarily detained

at the branch for long. To do so , the formalities to open savings account should be made as easy as possible

so that accounts can be opened very easily & in no time . This will attract most of the people to the bank to

open their accounts. Similar steps should also be taken in sanctioning various loans by accepting as

minimum documents as possible so that customers are not harassed in any way. Moreover, there should also

be specific time limits for sanctioning all types of bank loans & the time schedule to sanction those loans

should be strictly adhered to without fail.

Moreover, the cash receipts & cash payments should be done as fast as possible so that we are not to wait in

a long ‘Q’ to avail of the facility. This can be done by deploying more staffs & opening more counters if

required. In case of transfer services, utmost care should be taken so that customers cheques are collected as

promptly as possible without giving them an iota of scope to lodge complaints on this score. Similar

promptness should also been shown while carrying out customers standing instructions without fail. In

addition to that, all the customers should also be intimated after carrying out their standing instructions in

addition to intimating the customers the maturity of their term deposit a/c’s , recurring deposit a/c’s etc on

maturity dates without fail.

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Lastly, as this is the age of internet, all the relative facilities such as internet banking, mobile banking etc

should be made available to the customers who are willing to avail of the said facility besides educating

other customers the benefit of internet banking so as to attract & bring them under the purview of mobile/

internet banking .

While we like & demand above facilities from bank, we also dislike some of the undernoted things which

we come across / experience while taking banking services in some of the branches.

Lack of proper sitting arrangement for all the customers in bank branches , inadequate power supply, non

availability of high powered inverter facility in times of load shedding, absence of proper toilet facility, pure

drinking water facility etc which are crying need for excellent customer services. Moreover, unprofessional

service attitude of the bank staffs following their lacdiasical attitude towards the customers. They don’t give

a patient hearing to the customer’s needs & are sometimes seen irked to provide customer services as if the

customers are the burdens to them & they are doing favour to the customers by attending them. Such types

of unhealthy practice should be stopped & customers should be served with a smile always.

Furthermore, as told earlier, long ‘Q’s irritate customers very much. So, topmost priority should be given on

this score so as to prevent forming such a long ‘Q’ in any counter either by equal distribution of works or by

opening additional counters at the branch.

Specific objectives of the project.

1) To know about the banking habits of the youth.

2) To know about the likes and dislikes of the youth about banking.

3) To know about the youth’s perception about SBI.

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Scope of study.

This study focuses on the youth’s connection / disconnection with SBI. It is mainly focused on the youths

banking habits, likes and dislikes in banking and also their perception about SBI

Market analysis has been carried out mostly in Silchar and also in places like Karimganj and Hailakandi i.e.

the major towns in Barak Valley .Youths ranging from 16 to 30 years are selected for the research specially

those between 20 to 25 age grabs the lion’s share of the research. More than 50 youth’s responses are taken

into account and then analysed. They were asked to fill up a questionnaire which includes 23 questions

overall. Out of the 23 questions 3 questions are about themselves, 10 questions exclusively to know about

their satisfactions / dissatisfactions regarding banking and the final 10 questions to know about their

perceptions about SBI. These 23 questions will help in finding out the youths banking habits, likes and

dislikes in banking and also their perception about SBI.

Limitations of study.

The constraints faced to complete the Project are as under:-

1. Due to academic study there is time constraint to complete such a project. Moreover, the cost to complete

the Project is considered meagre considering its importance.

2. The customers are almost reluctant to share their views. However, after active insistence, those who

shared their views had also not done it properly. Some returned the questionnaires as it were i.e blank and

some submitted the questionnaires incomplete i.e. not answering all the questionnaires.

3. Due to reluctance of the customers in participating the survey, a sample size of survey consisting of only

75 persons could be done which is very small a size considering the vast customer base size of State Bank of

India.

4. It may also be noted that the captioned survey has been conducted only in Barak Valley which may not

necessarily reflect the views of the people residing other places e.g. cosmopolitan cities, big towns or

villages of our country in toto.

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Period of study.

The data collection process of my study followed an action research spiral that involved four phases. During

each phase a theory and questions were first diagnosed then followed by planned projects and initiatives.

Each project or initiative was then evaluated. These evaluations then served as the basis for more specific

exploration in the next spiral.

Each phase of research adopted a different strategy in order to observe and analyse creative policy in

action. During the first fifteen days of my two months research an in-depth review of the youth’s banking

habits was studied. This review allowed for an initial theory to be established through observation and

participation with the youths. It involved a strategic analysis of the banking habits likes and dislikes of the

youth’s in banking and the perception of the youths about SBI of the youths. The theory that emerged from

this first experience was then formulated and documented into a preliminary exploratory theoretical

framework.

For the next five days a proper questionnaire was framed in order to get the responses from the youth.

During the next phase of research the questionnaire was fed into the qualtrics.com and then for fifteen days

the questionnaires were made to fill up by the youth.

My findings, analyses, conclusions and recommendations sections are the outcomes of the remaining twenty

five days of my research. This method permitted an in-depth analysis of a real world situation and gave rise

to recommendations which helped in writing the conclusion.

Total research Period à 15th May 2013 to 15th July 2013

Theoretical framework à 16th May to 30th May

Framing of questionnaire à 1st June to 5th June

Getting responses from Youth à 6th June to 20th June

Analysing and completing à 21st June 14th July

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9. METHODOLOGY AND ANALYSIS

Methodology.

My research methodology requires gathering relevant data from the youths and compiling databases in order

to analyze the material and arrive at a significant conclusion. I hope to shed light on the following questions

through my research: a) To know about the banking habits of the youth. b) To know about the likes and

dislikes of the youth about banking. c) To know about the youth’s perception about SBI.A structured

questionnaire were handed over though internet and were asked to fill up the questionnaires. The survey was

done exclusively with the youths.

Data collection was done only with the help of Qualtrics survey software, where the questionnaire was fed

and was made available in the internet so that youths can get hold of the questionnaire and fill it up taking

his/her own time. The goal is to take more and more responses from the participants who embody a range of

age group and gender and who come from different parts of Barak Valley.

Sources of data were totally from primary resources. A primary source can include a) Interviews, diaries,

letters, journals, speeches, autobiographies, and witness statements b) Articles containing original research,

data, or findings never before shared c) Original hand-written manuscripts d) Government documents and

public records e) Art, photographs, films, maps, fiction, and music f) Newspaper and magazine clippings g)

Artefacts, buildings, furniture, and clothing. But it only includes the data collected through survey from the

respondents i.e. the youths.

Regarding sampling technique, a sample has been chosen randomly from whom the responses are recorded

and carried out for analysis purpose. In reality, it is almost impossible to take responses from the whole

population, there is simply not enough; time, energy, money, man power, equipment, access to take

response from every single item within the parent population or whole sampling frame. So, an appropriate

sampling strategy is adopted to obtain a representative, and statistically valid sample of the whole.

Therefore, the random sampling technique is taken into consideration since it is Least biased of all sampling

techniques and there is no subjectivity i.e. each member of the total population has an equal chance of

getting selected.

The research tool used includes a structured questionnaire which consists of a set of questions logically

related to carry out the research activities so that the responses from the respondents can be taken. The

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questionnaire that is famed to be distributed to the respondents includes, verbal or open handed questions ,

list questions and also ranking type questions.

The questionnaire which was distributed among the respondents is shown below à

Dear Sir/Madam

This is a survey by State Bank of India (SBI) to know whether Youth and SBI are Connected or

Disconnected, so that they can improve their products and services. So kindly give your 5 minutes to fill up

the questionnaire.

Name _________________________________________________

Age à 16 – 18_____19 - 21 _____22 - 24 _____25 - 27_____ 28 – 30 _____

Gender à Male _____ Female _____

Q.1 Do you have a savings account in SBI...???

Yes_____ No_____

Q2. On which bank you depend for your regular transactions...???

SBI_____ICICI Bank_____HDFC Bank_____United Bank_____Others_____

Q.3 Are you aware of the products and services provided by SBI...???

Yes_____No_____

Q4.If you desire to open a savings bank a/c then which bank will you prefer...???


Q5.Which bank would you prefer for taking loans....???


Q6.Which bank would you prefer for Internet banking/Mobile Banking...???


Q.7 Have you ever experienced any services from SBI...???

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Yes_____No_____

Q.8 Are you satisfied with the services provided by SBI...???

Yes_____No_____

Q.9 What do you feel about the services provided by SBI...???

Very Good _____ Good _____ Fair _____ Poor _____ Very Poor _____

Q.10 Any suggestions you would like to give for the betterment of SBI

product/service__________________________________________________________________________

_______________________________________________________________________________________

_______________________________________________________________________________________

Please evaluate your perception on brand of SBI

1. Symbol of SBI can build recognition to me

Strongly agree _____ Agree _____ Neither agree nor disagree _____ Disagree _____ Strongly disagree

_____

2. SBI comes to my mind at first when mentions banking industry.


_____

3. The values SBI give me confidence to its products/services.


_____

4. I can specifically point out SBI’s advantages over other banks.


_____

5. Use of SBI can express my personality.


_____

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6. SBI provides a variety of products.


_____

7. SBI is the leading brand in the market.


_____

8. SBI is my first choice.


_____

9. I will bank with SBI even no advertisement.


_____

10. I will insist on banking with SBI even other banks provide better product/services.


_____.

Regarding the sample size i.e. the number of observations used to make population estimates is very

important in research. Without an appropriate sample size, data is generally unreliable, and conclusions may

be based on incorrect information. The sample being observed needs to accurately represent the population.

As sample sizes increase the possibility of errors decrease and the analysis becomes more accurate.

Research, which is based on larger sample sizes, is healthier in terms of its accuracy and reliability.

However, costs and availability restrictions can often reduce sample sizes in spite of the benefits larger

sample sizes provide. So, after many considerations, the sample size is chosen includes 75 respondents.

Finally, regarding the analysis technique, the analysis is done with the help of MS Excel and depicted

through table, bar diagrams.

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Observations.

Age groups of the respondents

16-1811% 19-21

15%

22-2453%

25-2716%

28-305%

Age group of the respondents

Analysis àThe above pie-chart depicts that maximum among the 75 respondents chosen for the

observations belong to the age group of 22-24 which comprises of 53% of the total respondents. The other

respondents are from 25-27 age i.e. 16% of the total respondents. The other minority respondents belongs to

the age group of 19-21 –> 15%, 16-18 à 11% and 28-30 à 5%

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Gender of the respondents

16-18 19-21 22-24 25-27 28-30

67

30

10

42

4

10

20

Gender among the age groupsmale female

Analysisà Regarding gender among different age groups of the respondents, it shows that from 16-18 age

group 6 males & 2 females , from 19-21 age group 7 males & 4 females , 22-24 age group 30 males & 10

females , 25-27 age group 10 males & 2 females , 28-30 age group 4 males and no females.

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The responses that were recorded from all the youth respondents irrespective of gender and age groups are

as shown à

Name à

Age à 16 – 18 19 - 21 22 - 24 25 – 27 28 – 30

Gender à Male Female

Q.1 Do you have a savings account in SBI...???

Yes No

Q2. On which bank you depend for your regular transactions...???

SBI ICICI Bank HDFC United Bank Others

Q.3 Are you aware of the products and services provided by SBI...???

Yes No

Q4.If you desire to open a savings bank a/c then which bank will you prefer...???


Q5.Which bank would you prefer for taking loans....???


Q6.Which bank would you prefer for Internet banking/Mobile Banking...???


Q.7 Have you ever experienced any services from SBI...???

Yes No

Q.8 Are you satisfied with the services provided by SBI...???

Yes No

Q.9 What do you feel about the services provided by SBI...???20 P a g e

54 21

50 7647

437950

55750

4271150

2051

53

1514

53

22

36

18

5

6 4

57

8 11 41240

18

Anonymous

Very Good Good Fair Poor Very Poor

Q.10 Any suggestions you would like to give for the betterment of SBI

product/service__________________________________________________________________________

_______________________________________________________________________________________

_______________________________________________________________________________________

Please evaluate your perception on brand of SBI

1. Symbol of SBI can build recognition to me

Strongly agree Agree Neither agree nor disagree Disagree Strongly

disagree

2. SBI comes to my mind at first when mentions banking industry.


disagree

3. The values SBI give me confidence to its products/services.


disagree

4. I can specifically point out SBI’s advantages over other banks.


disagree

5. Use of SBI can express my personality.


disagree

6. SBI provides a variety of products.


disagree

7. SBI is the leading brand in the market.

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15 39 14 5

1

27 36

19 35 16 4

1

8 3

0

15

20 36 9 7

2

14 39 414

12

4

43517

22

3

531


disagree

8. SBI is my first choice.


disagree

9. I will bank with SBI even no advertisement.


disagree

10. I will insist on banking with SBI even other banks provide better product/services.


disagree

Analysis à Out of the 75 respondents, 54 of them already have savings a/c in SBI and the rest 21 doesn’t

have any a/c in SBI.

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30 15 11

1

17

25 14 8

4

24

2

7

17122116

Yes72%

No28%

Savings a/c in SBI

The above diagrams shows that72% of them had a savings a/c in SBI and the rest 28% did not have any

a/c in SBI . A chi square test is also conducted and it is seen that with 4 degrees of freedom and with p-

value 0.63 the chi square is 2.57 which is a positive sign.

This chi square test is done by using the Qualtrics survey software.

Some important explanations:

What exactly is the chi square test?

A measurement of how expectations compare to results. The data used in calculating a chi square

statistic must be random, raw, mutually exclusive, drawn from independent variables and be drawn from

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a large enough sample. In simple words it is a test statistic that is calculated as the sum of the squares of

observed values minus expected values divided by the expected values.

What are degrees of freedom?

In statistics, the number of values in a study that are free to vary. For example, if you have to take ten

different courses to graduate, and only ten different courses are offered, then you have nine degrees of

freedom. Nine semesters you will be able to choose which class to take; the tenth semester, there will

only be one class left to take - there is no choice, if you want to graduate.

Degrees of freedom are commonly discussed in relation to chi-square and other forms of hypothesis

testing statistics. It is important to calculate the degree(s) of freedom when determining the significance

of a chi square statistic and the validity of the null hypothesis

What is p-value?

The level of marginal significance within a statistical hypothesis test, representing the probability of the

occurrence of a given event. The p-value is used as an alternative to rejection points to provide the

smallest level of significance at which the null hypothesis would be rejected. The smaller the p-value,

the stronger the evidence is in favor of the alternative hypothesis.

P-values are calculated using p-value tables, or spreadsheet/statistical software.

Also when they were asked for their desireness to open a savings bank a/c 50 out of 75 of them showed

interest in SBI which is a positive sign for SBI that youths are really interested in banking with SBI. The

result is shown below à

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SBI68%

ICICI12%

HDFC10% UBI

4%

OTHERS5%

Desire to open an a/c in SBI

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The above diagrams shows that Out of 75 respondents 2 of them did show answer this question 73 of

them answered and out of that 50 has marked SBI as their first preference , 9 of them marked ICICI

Bank , 7 of them HDFC , 4 of them UBI and 4 preferred other banks. This shows that a total of 69 %

respondents are interested in SBI, 12 % showed in ICICI Bank, 10% in HDFC Bank, 4% UBI and 5 % in

other Banks. A chi square test is also conducted and it is seen that with 16 degrees of freedom and with

p-value 0.46 the chi square is 15.88 taking which is a positive sign.

Regarding the regular transactions of the youth’s.The result is shown below à

Very Good19%

Good48%

Fair20%

Poor8%

Very Poor5%

Regular transactions of the youth

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p-value 0.46 the chi square is 15.88 taking which is a positive sign.That means SBI ia having the higest

share in regards to regular transactions of the youth.

Regarding awareness of the products and services of SBI among the youths .The result is shown below

à

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Very Good28%

Good72%

Awareness of SBI among youths

The above diagrams shows that Out of 75 respondents 4 of them did not answer this question 71 of them

answered and out of that 51 is awared about the products and services in SBI whereas 21 of them did not

know about the products and services of SBI.So, 72% of them know about theproducts and services of

SBI and 28% didn’t. A chi square test is also conducted and it is seen that with 4 degrees of freedom and

with p-value 0.52 the chi square is 3.24 which is a positive sign. But still this awareness program about

the products and services of SBI should be increased in order to reach more and more youths and to

attract them to bank with SBI and increase its market share.

Regarding preference of banks in taking loans among the youths .The result is shown belowà

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Very Good19%

Good48%

Fair20%

Poor8%

Very Poor5%

Preference of banks in taking loans






p-value 0.66 the chi square is 13.21 taking which is a positive sign.That means SBI is the first choice

among the youths while taking loans.

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Regarding the choice of banks for internet or mobile banking. This is shown belowà

Very Good19%

Good48%

Fair20%

Poor8%

Very Poor5%

Choice of banks for internet or mobile banking

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p-value 0.01 the chi square is 31.86 taking which is a positive sign.Thus,in choice of banks for internet

or mobile banking SBI is the first preference among the youths and well ahead of the private banks like

ICICI Bank and HDFC Banks.

Regarding the experience of services among the youths in SBI.this is shown belowà

Very Good28%

Good72%

The experience of services among the youths in SBI

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The above diagrams shows that Out of 75 respondents all of them did answerd this question and out of

that 53 of them have experienced services from SBI whereas 22 of them did not experience any services

from SBI.So, 71% of them know about theproducts and services of SBI and 29% didn’t. A chi square

test is also conducted and it is seen that with 4 degrees of freedom and with p-value 0.02 the chi square

is 11.69 which is a positive sign.

Regarding satisfaction of the youth after experiencing services from SBI.This is shown belowà

Very Good28%

Good72%

Satisfaction of the Youth

The above diagrams shows that Out of 75 respondents 4 of them did not answer this question 71 of them

answered and out of that 53 is satisfied after experiencing the products and services of SBI whereas 18

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of them are dissatisfied after experiencing the products and services of SBI.So, 75% of them are satisfied

of SBI and 25% are not satisfied. A chi square test is also conducted and it is seen that with 4 degrees of

freedom and with p-value 0.17 the chi square is 6.48 which is a positive sign. Now, althouth 75% of

them are satisfied but still morer and more of them satisfied or else the dissatisfied youth customers may

defame about SBI among his friends and other relatives and this might hamper the business profit

margins of the SBI .

Regarding the feelings of youth about the services provided by SBI.This is shown belowà

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Very Good19%

Good48%

Fair20%

Poor8%

Very Poor5%

Feelings of youth about the services provided by SBI

The above diagrams shows that Out of 75 respondents all of them answered this question and out of that

14 of them answered very good i.e. 19% , 36 of them said it is good ie.e 48% , 15 of them said its fair i.e.

20% , 6 of them marked poor ie.e 8% and 4 of them very poor i.e. 5% . A chi square test is also

conducted and it is seen that with 16 degrees of freedom and with p-value 0.84 the chi square is 10.48

which is a positive sign. Now, in this part 48% answered that it is good and only 19% said its very good

also 20% said its fair , so the services provided by SBI should be improved.

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Regarding perception of SBI among the youths à

Age

16-

18

19-

21

22-

24

25-

27

28-

30Total

Symbol of SBI can build recognition to me

Strongly Agree 2 1 10 5 1 19

Agree 3 4 22 3 3 35

Neither Agree nor

Disagree1 5 6 4 0 16

Disagree 1 1 2 0 0 4

Strongly Disagree 1 0 0 0 0 1

Total 8 11 40 12 4 75

SBI comes to my mind at first when mentions

banking industry.


Agree 6 5 19 4 2 36

Neither Agree nor

Disagree0 2 4 2 0 8



Total 8 11 40 11 4 74

The values SBI give me confidence to its

products/services.


Agree 2 5 23 5 4 39

Neither Agree nor




Total 8 11 39 12 4 74

I can specifically point out SBI’s advantages

over other banks.


Agree 3 4 20 4 4 35

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Age

16-

18

19-

21

22-

24

25-

27

28-

30Total

Neither Agree nor




Total 8 11 40 12 4 75

Use of SBI can express my personality.


Agree 3 1 13 3 2 22

Neither Agree nor

Disagree1 8 16 4 2 31



Total 7 11 39 12 4 73

Total 71

139

1

24 73

SBI provides a variety of products. Strongly Agree 2 1 7 4 0 14

Agree 4 7 22 4 2 39

Neither Agree nor



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Total 81

138

1

24 73

SBI is the leading brand in the market.


Agree 4 5 21 3 3 36

Neither Agree nor

Disagree2 3 2 1 1 9



Total 81

139

1

24 74

SBI is my first choice.


Agree 2 3 15 3 2 25

Neither Agree nor




Total 81

140

1

24 75

I will bank with SBI even no advertisement.


Agree 2 6 17 3 2 30

Neither Agree nor


Disagree 2 1 5 2 1 11


Total 81

139

1

24 74

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I will insist on banking with SBI even other banks provide

better product/services.


Agree 3 2 12 2 2 21

Neither Agree nor


Disagree 2 3 10 2 0 17


Total 81

139

1

14 73

The above diagrams shows all the filled by questions by the respondents. This questions were asked in order

to know about the perseption of SBI when it comes to banking.By answering these questions the youths

expressed their views about SBI. Though all the questions were not answered by the youths but the number

is not less since the lowest number of respondents in a particular question is 73 i.e. it may be conlcluded that

moew than 95% responds are recorded in each questions of the entire questionnaire. In majority of the

questions the youth respondents agreed to and strongly agreed to the provided questions expect one question

“Use of SBI can enhance my personality” where majority answered “neither agree nor disagree” but still 22

of them agreed and 12 of the, strongly agreed. This shows that the overall perception of the youths regarding

SBI is good which is a positive sigh for Sbi toh grow among youths and to expand its business.

Conclusion.

Youth and State Bank of India are closely connected as the banking habits matches with that of SBI and the

perception of youth about SBI is also good .The SBI’s business is growing day by day among the youths .

Recommendations.

The recommendations from the respondents are given below :-

Table Options

Text Response

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Suggestion 1 àOpen few more counters for cash deposits.

Suggestion 2 àTry to follow the footsteps of private bank.

Suggestion 3 àMake the products flexible.

Suggestion 4 àATM services are quite poor. Need to improve that.

Suggestion 5 à Employees at bank should respond properly to any queries of customers.

They should not show their temper to the customers and should behave properly.

Suggestion 6 àReplacement of old outdated and slow working staffs with young ones.

Suggestion 7 àSBI employee don't treat customers well.

Suggestion 8 àShould improve ATM services.

Suggestion 9 àSBI ATM should be kept under regular maintanance otherwse it harrasses customers a lot

Suggestion 10 àNo

Suggestion 1 1àNo

Suggestion 12àKindly put hell lot of coin vending machines in India.

Suggestion 13àMake online baking little simplified.

Suggestion 14 àEvery bank provides the 3 digit cvv number behind the debit card but SBI doesnt.

I will appreciate if SBI also starts doing that.

Suggestion 15 à Try to install AC’s in all the SBI branches in India.

Suggestion 16 àProducts are competitive but employees are not customer-friendly.

Moreover, Customer Care over Phone is useless.

Suggestion 17 àServices should be made faster.

Suggestion 18 àPlease make your employee corruptionless and more sincere towards customers.

Suggestion 19 àIncrease your branches.

Suggestion 20àOur local branches should have more of young and energetic workers, in that way,

the bank would be able to help the customers to save their valuable time.

Suggestion 21àRequire a lot of professionalism

Suggestion 22àI want more ATM in village areas.

Suggestion 23 àMoney should always be available in the ATM’s specially 100 rupee notes.

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Suggestion 24 àATM service in every rural area.

Suggestion 25 àmake more branches and more atm machine wit money inside the machine.

Suggestion 26àN/A

Suggestion 27 àThey should increase their number of service so that a queque does not need to wait for

a longer.

Suggestion 28 àShould not ask for unnecessary douments for opening an account.

Suggestion 29àSBI should open some Rural Branches across the North-Eastern states becoause the

modes of communication there is very poor & the people from Rural areas who have their accounts

with the bank's branches located in Urban areas have to travel a long way from their home to city/town.

So, if SBI opens some rural branches in these states, it will be very beneficial for those customers.

Suggestion 30àCRO must be polite and responsible should understand the posstion and reputation of

the bank just because of one individual name and trust from the bank is spoiled.

Suggestion 31àThey should be customer friendly.

As per the study the recommendations are given as under :-

1) Faster receipts & payments in cash counters should invariably be made available to the customers.

If required more staff to be deployed and more counters should be opened.

2) The formalities relating to opening of savings bank a/c should be made as easy as possible so that

customers don’t face any difficulty & can open a/c very easily.

3) Timely sanction of all the loans should be done. There should be scheduled time limits to sanction

various types of loans.

4) Prompt collections of outstation cheques should be done.

5) The staff should have Positive attitude to serve the customers.

6) More and more customers should be brought under the purview of Mobile Banking and Internet

Banking Network.

7) Proper reception of customers inside the banking hall.

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8) Standing instructions of the customers should be carried out meticulously.

9) Customers should be intimated as regards to completion of their specific service without fail.

10) Seeking only minimum required documents for sanctioning any specific loan i.e. Sanction of loan

should be made as easy as possible so that customers are interested to rush to the bank to meet their financial requirements.

Bibliography.

www.google.com

www.investopedia.com

www.slideshare.com

www.sbi.co.in

www.qualtrics.com

www.wikipedia.com

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http://www.wikipedia.com/

http://www.qualtrics.com/

http://www.sbi.co.in/

http://www.slideshare.com/

http://www.investopedia.com/

http://www.google.com/

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summer internship report submitted to state bank of india on the topic - “youth and sbi -...

Leadership & Management