TITLE OF THE PROJECT
A STUDY ON RETAIL BANKING OPERATIONS AND CUSTOMER
SATISFACTION AT STATE BANK OF INDIA
SUBMITTED IN PARTIAL FULFILMENT OF THE REQUIREMENTS FOR
THE AWARD OF
THE DEGREE OF
BACHELOR DEGREE OF COMMERCE
([Link] 6 th sem )
OF
GLOCAL UNIVERSITY, SAHARANPUR
( SESSION – 2023 -26 )
SUBMITTED BY:
Manisha Sharma
[Link] 6 th sem
Roll No. – GU23RO226 SUBMITTED TO:
Ms. Aishwarya Mam
(Assistant professor )
AVVIARE EDUCATIONAL HUB, NOIDA
(GLOCAL UNIVERSITY,SAHARANPUR, UTTAR PRADESH
ABSTRACT
This project titled “A Study on Retail Banking Operations and Customer Satisfaction at State
Bank of India” focuses on analyzing the functioning of retail banking services and evaluating
the level of customer satisfaction.
Retail banking plays a vital role in the modern financial system by providing essential banking
services such as savings accounts, loans, ATM facilities, and digital banking to individual
customers. With the rapid advancement of technology, banking services have become more
convenient, accessible, and customer-oriented. In this context, customer satisfaction has
emerged as a key factor for the success and growth of banks.
The main objective of this study is to understand the retail banking operations of SBI and to
examine how effectively these services meet customer expectations. The study also aims to
identify the factors that influence customer satisfaction, such as service quality, staff behavior,
digital banking facilities, and grievance handling systems.
The research is based on both primary and secondary data. Primary data has been collected
through questionnaires and surveys conducted among customers, while secondary data has been
gathered from books, journals, and official sources. Various tools such as tables, charts, and
percentage analysis have been used to interpret the data.
The findings of the study reveal that most customers are satisfied with the services provided by
SBI, especially its digital banking facilities. However, certain issues such as long waiting time
in branches and delays in complaint resolution were also identified.
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ACKNOWLEDGEMENT
I am Manisha WE are highly grateful to the Ms. Kanika Singh, Director of Operations, Avviare
educational Hub, Noida for providing this opportunity to carry out the major project
work.
The constant guidance and encouragement received from Mr. Ashutosh Rathore H.O.D. IT
Department, Avviare Educational Hub, Noida has been of great help in carrying out the
project work and is acknowledged with reverential thanks.
I am Manisha WE would like to express a deep sense of gratitude and thanks profusely to
Ms. Nisha Chaudhary, without her wise counsel and able guidance, it would have been
impossible to complete the project in this manner.
I am Manisha WE express gratitude to other faculty members of IT department of
Avviare Educational Hub, Noida for their intellectual support throughout the course of
this work.
Finally, I am Manisha are indebted to all whosoever have contributed in this report work.
Names Manisha
Date
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TABLE OF CONTENTS
1. INTRODUCTION ............................................. 1 – 2
2. OBJECTIVES OF THE PROJECT .................... 3 – 4
3. REVIEW OF LITERATURE ............................ 4 – 9
4. RESEARCH METHODOLOGY .................... 10-11
5. DATA INTERPRETATION ............................ 11-12
6. CONCLUSION ............................................... 12-13
7. REFERENCES / BIBLIOGRAPHY .............13-14