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Sub: Service Sector Management

Class: Tybms Div: B

Presented by: Group No: 5

Topic: Banking Service of SBI Bank

Incharge Professor: Sakshi Mam

Date: 23rd Sept 2012embers

Acknowledgement

Well to say this is my project would be totally untrue. At best this was my effort. There are people in this world, some of them so wonderful that made this effort become a project. I would like to thank all of them, and in particular:

Prof: Sakshi who gave her guidance very conveniently in the completion of our project.

And also my Parents who always encouraged and motivated me for every issues relating to my studies.

As well as Our Librarian who helped us by providing books according to our topics.

My Team Mates Priya, Maya and Pooja, without whose support I would not be able to complete this project alone.

Last but not the least it is only when one writes and realizes the true power of MS word 2007, from grammar checks to replace-all’s. It is simple. And the power of Windows XP the OS where MS Office is …. Thank you Mr. Bill Gates and Microsoft Corp!

Table of Contents

Acknowledgement3
Introduction:-5
In the 21st Century SBI provided services:-6
SBI in the past-9
CHANGES BROUGHT IN INFORMATION TECHNOLOGY BY SBI in 21th century:-9 Services provided by SBI Bank:10
Principal Subsidiaries13
Principal Competitors13

Introduction:-

Customer service is an integral part of any organization. It is necessary to identify the key success factors in terms of customer satisfaction so as to survive in intense competition and increase the market share. Today, the concept of core

banking has made ‘Anywhere and anytime’ banking a reality. Along with technology, banking services have also evolved and the delivery of various banking products are carried out through the medium of high technology at a fraction of the cost to the customer. In this scenario the present study was conducted to evaluate the service quality of State Bank of India by identifying the major factors responsible for customer satisfaction. To support the objective of the study, SERVQUAL technique based on the model developed by A. Parasuraman et al (1988) was

adopted.
State Bank of India (SBI) is that country's largest commercial bank. The government controlled bank the government maintains a stake of nearly 60 percent in SBI through the central Reserve Bank of India also operates the world's largest branch network, with more than 13,500 branch offices throughout India, staffed by nearly 220,000 employees. SBI is also present worldwide, with seven international subsidiaries in the United States, Canada, Nepal, Bhutan, Nigeria, Mauritius, and the United Kingdom, and more than 50 branch offices in 30 countries. SBI has been forced to revamp its operations since competition was introduced into the country's commercial banking system. As part of that effort, SBI has been rolling out its own network of automated teller machines (ATM), as well as developing anytime-anywhere banking services through Internet and other technologies. SBI also has taken advantage of the deregulation of the Indian banking sector to enter the bancassurance, assets management, and securities brokering sectors. In addition, SBI has been working on reigning in its branch network, reducing its payroll, and strengthening its loan portfolio. In 2003, SBI reported revenue of $10.36 billion and total assets of $104.81 billion.

In the 21st Century SBI provided services:-

SBI was allowed to dominate the Indian banking sector for more than two decades. In the early 1990s, the Indian government kicked off a series of reforms aimed at deregulating the banking and financial industries. SBI was now forced to brace itself for the arrival of a new wave of competitors eager to enter the fast-growing Indian economy's commercial banking sector. Yet years as a government-run institution had left...
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