reshearch report of sbi for mba

7/25/2019 reshearch report of SBI for MBA

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RESEARCH REPORT

ON

JOB SATISFACTION IN S.B.I

IN

STATE BANK OF INDIA

IN THE PARTIAL FULFILLMENT OF REQUIREMENT FOR THE DEGREE OF

MASTER OF BUSINERSS ADMINISTRATION.

Session-!"#-!"$

SUBMITTED TO%- SUBMITTED B&%-

P'o(.K.K.A)'*+*, De*nDi'e/0o'1 Moni2* P*n3e4

F*/5,04 O( Co66e'/e M*n*)e6en0 S053ies MBA I708Se6es0e'

EN.NO.- KAK"9:"!!"#";

Ins0i050e o( M*ne)e6en0 S053ies< F*/5,04 o( Co66e'/e *n3 M*n*)e6en0 s053ies

M*8*06* G*n38i K*s8i 7i34*=i08 Uni>e'si04 7*'*n*si

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DECLARATION

I, here by declare that the research report on JOB SATISFACTION IN S.B.I.

I further declare that this project is my original work and no part of this

Project report has been published or submitted to anybody or university

Award of any other degree or diploma.

Moni2* P*n3e4

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ACKNO?LEDGEMENT

I epress my sincere thanks to M'.A@8is8e2 Mis8'* (*/5,04 o( 856*n 'eso5'/e!,who

always advised me during entire of my report."e encouraged me time to time.

I epress my gratitude to who encourage me conducting this study.

#ritici$ed me on my mista%ke and hence I could come up with a good research report. &o

I am grateful to him also. Iwould like family members who provide me the re%uired help

when I needed.

I couldn't forget the contribution of all the people who spent their valuable time me in

order to give me re%uired information.

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CONTENT PAGE NO.

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#)+#/&I)+ 7

5I5/I);-AP" 9

B0&3I)++AI-0 7

Cen# &ankingD&ud J er#%on#Etc.

All branches headed by A;*'s

%%CS III Konal)ffice

#omputer #entre

%anager %IS /irect &ranchesF

S%CS I>*dvances, ;ehab#'um +* %gt#'ell

%%CS III*dv# 'ell

%%CS III +*%C*D;E'#'E==

B%CS %edical-fficer

%%CS IIremises

'% &anking-perations

S%CS I> -ffice *dministration

%%CS III interoffice

reconciliation;overnment accounts

department.

'hief %anager

=ead &ank 'ell in a fe$ nodules!

B%CS I *sst# %anager =a$F

S0'5/05'e o( on*, O((i/e


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The &ank posted a net profit of ;s !222#0 cr for H! of 2))()A, recording a

gro$th of !(#(51 compared to ;s# !)(0#5) cr in H! of 2))5)(#

-perating profit for the 8uarter stood at ;s#5"#50 cr# as against ;s# 2)7!#5) cr

in H! of 2))5)( a gro$th of AA#)(1# -perating rofit excl# profit on sale of

investment, /ividend and one time item increased by 55#)71# Increase in net

interest income coupled $ith marginal decline in -perating Expenses led to

higher -perating rofit#

;atio *nalysis:

2012-13 14-15

Selected Ratios FY Q1 Q1

Earnings per share in Rs on Face Value of Rs 10 81.79 80.44 92.94

Return on shareholers e!uit" 18.10 19.89 19.38

#et interest $argin %#et &nt &nco$e'()g &nt Earning (ssets* 3.39 2.99 3.77

#&+ %E,cl. one ti$e ite$s* 3.20 2.99 3.14

ther inco$e to otal net operating inco$e 33.80 34.25 27.04

/apital (e!uac" Ratio %* 12.45 13.82 11.3

ier & 8.04 9.01 7.88

ier && 4.41 4.81 3.75

#et #( Ratio 2.5 3.45 2.44

C;- E;.-;%*+'E ?IC?=IC?TS:

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The aggregate deposits and advances of the State &ank Croup as at the

end of first 8uarter of 2))()A $ere ;s# (, 20,!2( crores and;s# , )),!22 crores respectively#

The -perating rofit and the +et profit of the Croup for the H!.


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roducts and services

&eing the largest bank in India, S&I aims at attracting customers from all sectors

of the society# In order to facilitate this, the bank has set up various strategic

business units called S&4s to cater to different needs#

Some of them are as follo$s:

Strategic business units SB,-s"

!# 'orporate &anking Croup#

2# +ational banking group

# International banking

5# *ssociates and subsidiaries

(# ro@ect finance#

+ational bankingis further divided into:

!# personal banking

2# agricultural &anking

# small and medium enterprises

5# development banking

Personal banking

State &ank of India offers a $ide range of services in the Personal Banking

Segment#

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Some of them are as follo$s:

S&I Term /eposits

Savings &ank

S&I ;ecurring /eposits

=oan against %ortgage of property

S&I =oan for ensioners

S&I ?ousing =oan

=oan against Shares J /ebentures

S&I 'ar =oan ;ent plus Scheme

S&I Educational =oan %edilus Scheme

S&I ersonal =oan ;ates of Interest

* no# of personal banking branches are opened throughout, e8uipped $ith

customer friendly kno$ledgeable staff to cater to an individual4s financial

re8uirements State &ank of India offers a $ide range of services in the ersonal

&anking Segment# ?ere4s a brief look at one of the ersonal &anking roduct:

SBI HO,SI$G O/$S0

?ome is $here the heart isL

The ?ousing loan schemes are designed to make it simple to make a choice at

least as far as financing goes#

Some of the advantages are:

Excellent service and lo$er costs#

=o$ E8uated %onthly Instalments E%IF

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=o$ interest rates, currently bet$een 01 p#a# and "#2(1 p#a# on daily reducing

balances

+o hidden costs or administrative costs

+o prepayment penalties#

he loan could be taken for0

urchase or construction of a ne$ houseD flat#

urchase an existing oldF houseD flat#

Extend, repair, renovate or alter a houseD flat#

urchase a plot of land meant for construction of a d$elling unit#

ligibilit+

*nyone $ho is over 2! years of age and has a steady source of income is

eligible#

oan /*ountThe actual loan amount is determined on the basis of repayment capacity taking

into account the income, age, assets and liabilities# *s a rule of thumb pto A)

times the net monthly income $ill be sanctioned depending upon the age#

sually, spouseGs income and the expected rental $ould also be taken into

account#

(epa+*ent

The repayment terms are amongst the most flexible in the market# /epending on

the age and capacity to repay, the loan could be paid back the loan in easy

instalments spread over 2) years#

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/gricultural Banking0

State Bank of India 'aters to the needs of agriculturists and landless

agricultural labourers through a net$ork of AA)) rural and semiurban branches#There are "72 speciali3ed branches $hich have been set up in different parts of

the country exclusively for the development of agriculture through credit

deployment# These branches include 527 *gricultural /evelopment &ranches

*/&sF and (57 branches $ith /evelopment &anking /epartment /&/sF $hich

cater to agriculturists and 2 *gricultural &usiness &ranches at 'hennai and

?yderabad catering to the needs of hitech commercial agricultural pro@ects#

The branches have covered a $hole gamut of agricultural activities like crop

production , horticulture , plantation crops, farm mechani3ation, land

development and reclamation, digging of $ells, tube $ells and irrigation pro@ects,

forestry, construction of cold storages and godo$ns, processing of agriproducts,

finance to agriinput dealers, allied activities like dairy , fisheries, poultry, sheep

goat, piggery and rearing of silk $orms#

S&I is the leader in agriculture finance in the country $ith a portfolio of ;s#

!0,)))

Corporate Banking

S&I provides financial products and services of $ide range for large, medium and

small customers both domestic and international# The corporate banking unit is a

step to$ards providing services to corporates#

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Some of its products are:

3orking capital financing

It is extended both as fund based and nonfund based facilities to corporates,

partnership firms, and proprietary concerns#

It also extends $orking capital finance to all segments of industries and services

sector such as IT#

er* oans

The bank provides term loans to support capital expenditures for setting up ne$

ventures and also for expansion, renovation etc#

%eferred Pa+*ent Guarantees

This is given to provide support purchase of capital e8uipments#

Corporate loans.

This is provided to corporates for a variety of business related corporates#Some of the loans are

Pro4ect financeand ease 5inance, $hich is a dedicated set up specialised in

financing of infrastructure and other large pro@ects

Pro4ect 6port 5inance

State Bank of India is an active participant in the area of finance of ro@ect

export activities# These activities $ill mainly involve financing the fund based and

non fund based re8uirements of the pro@ect exporters#

M Export of engineering goods on deferred payment terms

M Execution of turnkey pro@ects abroad

M Execution of overseas civil construction contracts abroad

M Exports of services are the contracts for export of consultancy, technical and

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other services#

ro@ect export contracts are generally of high value and exporters undertaking

them are re8uired to offer competitive terms to be able to secure orders from

foreign buyers in the face of stiff international competition#

>arious types of credit facilities, both non fund and fund based, that the pro@ect

exporters may need at the time of bidding andD or for execution of the pro@ect are

extended by the &ank#

$on 5und Based 5acilities

etter of Credit facility on behalf of the customer enabling him to import ra$

material re8uired for manufacturing goods for pro@ect export is provided by the

bank and also all other types of guarantees re8uired for pro@ect export contract

are issued by the bank:

Bid Bond Guarantee.

/dvance Pa+*ent Guarantee

Perfor*ance Guarantee %o7n

Pa+*ent Guarantee

(etention #one+ Guarantee

#aintenance Guarantee 8 Overseas Borro7ing Guarantee

The fund basedfacilities are:

reshipment credit

;upeeD .oreign currency supplierGs credit

&uyer4s credit

%erchant banking0

SBI-s%erchant &anking Croup is strongly positioned to offer perfect financial

solutions to your business# 9e speciali3e in the arrangement of various forms of

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.oreign 'urrency 'redits for 'orporates#

It provides resources, convenience and services to meet customer4s needs by

arranging .oreign 'urrency credits through:

M 'ommercial loans

M Syndicated loans

M =ines of 'redit from .oreign &anks and .inancial Institutions

M .'+;& loans

M =oans from Export 'redit *gencies

M .inancing of Imports#

International &anking:

International banking services of State &ank of Indiaare delivered for the benefit

of its Indian customers, nonresident Indians, foreign entities and banks through

a net$ork of (2 officesDbranches in ! countries, spread over all time 3ones# The

net$ork is augmented by a cluster of -verseas and +;I branches $ithin India

and correspondent links $ith over 7)) banks, the $orld over# &ankGs Boint

>entures and Subsidiaries abroad further underline the &ankGs international

presence#

The &ank has carved a niche for itself in the Euro land $ith branches located in

*nt$erp, aris and .rankfurt# Indian banks and corporates are able to avail

single$indo$ Euro services from the &ankGs .rankfurt branch#

Some of the other services of the State &ank of India are:

S&I =ife Insurance

S&I 'ards 'redit and /ebit cards

S&I %utual .unds

Some of the Internet Bankingservices include:

Selfaccount funds transfer across India#

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Third party transfers in the same branch

+e$ account opening

/emand /raft re8uests

Standing instructions

+e$ 'he8uebook re8uest and much more#

*part from these, the other salient valueadded features available are:

;ail$ay tickets booking,

tility bill payments

=I' and other insurance premium payments,

S&I %utual funds Investments

;emit Subscription to . account,

'redit card dues payments,

/eposit your taxes,

/onations to your religious inspirations

/onations to ;ed 'ross and such other organisations

Setting up S%S alerts for transaction information#

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ST;'T;E -. K-+*= -..I'E, &*+C*=-;E

* %odule in State &ank -f India, 'omprises !))2)) branches# The ?H of a

%odule is called as Konal -ffice and is headed by a /eputy Ceneral %anager

$ho is responsible for the business gro$th6 smooth functioning of the branches,

8uality of assets, customer service and personnel %anagement# The /C% is

assisted in this by a set of officers, *ssistant Ceneral %anagers *C%sF of

;egions and *C%s of /irect branches# The -rganisational structure of a %odule

is depicted in the schematic diagram#

/G#Operations" 0 Stationed at the Konal -ffice is in charge of all

&anking -perations like , budgeting, erformance monitoring, remises ,

.ixed *ssets, all &anking activities other than *dvances etc## In the ;egion#

'hief %anagers C&F of the regions $ill report to him# ?e $ill report to the

%odule /C%##

/G#(etail /ssets Processing Cell(/CPC""0In order to reduce turn

around time in the processing of ersonal segment advances like ?ousing

loans, Educational loans and 'ar loans, the &ank has setup ;*''s

under its &usiness rocess ;eengineering&;F ro@ect# 9hile the

branches $ill source the applications and ensure


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/G#S*all nterprises Credit CellSCC""0 In order to reduce turn

around time in the processing of small business and SSI advances the

&ank has setup SE''s under its &usiness rocess ;eengineering&;F

ro@ect# 9hile the branches $ill source the applications and ensure


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#anager #ulti Sales ask 5orce"?e is in charge of a mobile marketing

$ing of the &ank staffed $ith sales executives, $ho $ill contact prospective

customers in Small J %edium enterprise segment and direct them to the

nearest branches# -ne such $ing is functioning at &angalore

Chief #anager /dvances9 (ehabilitation

cu* $P/ *anage*entcell"0 Stationed atKonal office and $ill monitor the

credit portfolio pertaining to direct branches J module and is in charge of

*dvances, ;ehabilitation J +* management cell# ?e is also the secretary

of Konal -ffice 'redit 'ell# ?e is assisted by

o #anager $P/" 0 Stationed at Konal office and $ill monitor the

+*s in respect of direct branches J module

o #anager /dvances cell 0 Stationed at Konal office and $ill

monitor the credit portfolio pertaining to direct branches and is in

charge of *dvances, ;ehabilitation

Chief #anagerGeneral Banking"0 Stationed

at theKonal -ffice is in charge of all &anking -perations like , budgeting,

erformance monitoring, remises , .ixed *ssets, all &anking activities

other than *dvances in respect of direct branches# 'ompliance of Inspection

reports# ?e $ill also look after the issues relating to branch premises, fixed

assets# ?e $ill functionally report to *C%-perations of the %oduleF

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Chief #anagerPersonnel 8 H(%" Stationed

at Konal office and is in charge of staff matters including Staff budgeting

,transfers, training , leave, %edical &ills ,Staff ?ousing loans and

placements in the module# ?e $ill assess the training needs of the staff and

arrange for such training# ?e $ill also manage the service files and leave

records of the officers in the module# ?e is also staff in charge in respect of

staff $orking in direct branches#

Chief #anager Banking Operations"0 ?e is in charge of Inter -ffice

;econciliation, Konal -ffice 'omputer 'entreK-''F, Covt *ccounts %IS

depts in the %odule# ?e is responsible for collection of various returns, data,

and analysis and follo$up $ith branches for attending to I-; memos,

;econciliation, submission of data etc# ?e is responsible for preparation of

and submission of *nnual returns# 'ompletion of statutory *udit of the

returns and compliance of the *udit reports# ?e is assisted by 6

o #anager :OCC0 ?e is in charge of K-'', $hich $ill collect data

like $eekly reports, %onthly .orms, 'redit Information System

'ISF data, analy3e them and prepare report to /C%#

o #anager IO( Cell"0?e is in charge of Inter -ffice ;econciliation,

and $ill ensure timely reconciliation by the branches in the 3one,

Submission of daily statements to the ;econciliation dept at

&elapur#

o #anager #IS"0 ?e is responsible for collection of data and various

returns from the branches in the module# *nalysis of these data and

providing information to the %anagement /C%F and submission of

consolidated returns to =ocal ?ead office#

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#anager %isciplinar+ Proceedings Cell %PC"0 ?e is in charge of

/isciplinary J >igilance matters in the module# ?e $ill arrange for

Investigation, calling of explanations, charge sheeting the errant staff,

arranging for En8uiry and follo$up of the pending cases $ith the

disciplinary authorities in the module# ?e $ill also appraise the management

from time to time progress in each case and the details of pending cases#

?e $ill also ensure timely completion of Investigation and en8uiry# ?e is

assisted by the Investigation officers, resenting -fficers and En8uiry

officers appointed in each case#

#anager Securit+0 ?e is responsible for ensuring proper security for the

branch premises and offices# ?e $ill visit branches and ensure re8uired

security precautions are taken by the branches# ?e $ill recommend for

installation of '' T>s at branches# ?e $ill arrange for training to armed

guards# Ensure that Cun licences are rene$ed and up to date and Cuns are

serviced regularly# ?e $ill also ensure that locking system is properly

managed#

%+. #anager a709ith a vie$ to provide advises on legal matters to the

branches in the module, a la$ dept has been setup in each module# The

=a$ officer is a specialist officer $ith legal background# ?e $ill provide

expert opinion on legal matters, empanel the advocates and follo$up cases

$ith the advocates and branches# ?e $ill scrutinise agreements and study

the legal implications relating to various banking decisions# *t times he $ill

oversee the cases relating to the &ank in 'ourts, /ebt ;ecovery tribunals,

-mbudsman and 'onsumer forums#

%+. #anager ngineering: In order to enable the branches and the

operating staff totake decisions regarding 'ivil J Electrical $orksa section

headed by engineer is functional at the Konal -ffice# The Engineer $ho $ill

be reporting to the /C% $ill evaluate the estimates and plans #?e $ill also

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supervise the constructions and $ill also monitor the $orks subcontracted

to contractors# ?e $ill also scrutinise the &ills submitted by the contractors

and countersign the &ills#

Sr. #edical Officer0 9ith a vie$ to provide %edical assistance to the

Staff, &ank has setup a %edical section headed by a senior medical officer

is set up at the Konal -ffice# The %edical -fficer $ill provide ?ealth care

service to the staff# ?e $ill also scrutinise the medical bills of staff# ?e $ill

also undertake medical examination of ne$ recruits#

#anager Official anguages0 ?e is responsible for the implementation of

the -fficial language policy of Covt of India, in the branches and module# ?e

has to ensure progressive use of ?indi and ;egional language annada in

&angalore %oduleF, in day to day operations $ithin and $ith the customers#

?e $ill receive 8uarterly returns from the branches and take steps to

achieve the targets# ?e $ill also arrange for training the staff in ?indi J

annada# Translate 'irculars, letters etc from English to ?indiD annada#

Ensure usage of &iD Tri lingual stamps, letter heads and computer

application packages#

#anager Co*puter8 Co**unications0 *s the &ank is totally

computerised6 there is a need to provide ongoing soft$are J hard$are

support to the branches# 9ith the above in vie$ a specialised section under

the %anager 'omputerJ 'ommunications is functional at the Konal office#

?e is assisted by ro@ect officers $ho $ill help in computerising thebranches and soft$are updates# * 'ommunication Engineer in the section

$ill help manage the communication net$ork J e8uipments

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Chief #anager Office /d*inistration0*ll payments including Salary and

allo$ances to the staff made in the Konal office are made by the -ffice

*dministration /ept in the Konal -ffice# *ll the 'lerical and Subordinate

staff $orking in the Konal office are under the 'hief %anager -ffice

*dministration#

/G#s of (egions0 * %odule in S&I comprises of A regions

$hich are headed by *C%s# Each region is a mini module controlling 2((

branches and is responsible for the business gro$th6 smooth functioning of

the branches, 8uality of assets, customer service and personnel

%anagement# There are ( ;egions in &angalore %odule #The *C% of the

region is assisted by the follo$ing officials :

o Branch #anagers: The ?eads of branches $ho $ill ensure smooth

functioning of the branches and are responsible for branch

operations#

o Chief #anager Credit Support cell"0 Stationed at;egional office

and $ill monitor the credit portfolio in the region#

o Chief #anagerGeneral Banking"0 Stationed at the ;egional

-ffice is in charge of all &anking -perations like , budgeting,

erformance monitoring, remises , .ixed *ssets, all &anking

activities other than *dvances etc## In the ;egion# ?e $ill

functionally report to *C%-perations of the %oduleF

o #anager $P/"0 Stationed at;egional office and $ill monitor the

+*s in the region#o #anagerStaff in charge"Stationed at ;egional office and is in

charge of staff matters including transfers, training and disciplinary

matters

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o %+. #anager I8/"0 Stationed at;egional office and $ill oversee

the 'ompliance of Inspection reports, ensuring the health of

branches#

/G# (egional Business Office"09ith a vie$ to take the controllers

nearer to place of operations some of the *C%s of regions $ill be stationed

out side the module ?H# Their functions are same as that of *C%s of

regions# ;&- of ;egion III in &angalore module is located at %angalore#

/G#s of Branches0 *ll &ranches $ith more than ;s#!)))million

business are headed by *C%s, $ho in turn manage these branches through

/ivisional %anagers heading various business segments in the branch# and

$ill ensure smooth functioning of the branches and are responsible for

branch operations# ?e $ill directly report to the /C% of the module# There

are !0 direct branches in &angalore %odule

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S9-T*+*=ast branch net$ork spread all over the country#

*dvancement in technology upgradation#

=o$ +* ratio

S&I J *ssociates is the largest bank in India

&ranch net$ork has also spread overseas#

9ell trained personnel to handle specialised products#

rovides innovative products and services#

3/;$SS0

?igh cost of funds#

Insufficient banking hours#

Inability to make good use of advertising to attract customers#

-ld fashioned ambience#

Some of the branches not being fully computerised#

+on availability of a centralised customer database#

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OPPO(,$I


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B-& S*TIS.*'TI-+ *+ ->E;>IE9

Bob satisfaction refers to one4s feeling to$ards one4s @ob# It can only be inferred

but not seen#

Bob satisfaction is often determined by ho$ $ell outcomes meet or exceed expectations#

Satisfaction in one4s @ob means increased commitment in the fulfilment of formal re8uiremen

There is greater $illingness to invest personal energy and time in @ob performance#

The terms @ob satisfaction and @ob attitudes are typically used interchangeably# &oth refer to

effective orientation on the part of individuals to$ards their $ork roles $hich they are presen

occupying# ositive attitudes to$ards the @ob are conceptually e8uivalent to @ob satisfaction

negative attitudes to$ards the @ob indicate @ob dissatisfaction#

Conse=uences of >ob Satisfaction0

?igh @obsatisfaction may lead to improved productivity, increased turnover, improved attend

reduced accidents, less @ob stress and lo$er unionisation#

Productivit+

The relationship bet$een satisfaction and productivity is not definitely established# The

consensus, ho$ever, is that in the long run @obsatisfaction leads to increased productivity# &

four decades of research into this issue, unfortunately does not support to this belief#

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Satisfaction and absences0

'orrelation of satisfaction to absenteeism is also improved conclusively# *bsenteeism is hig

$hen satisfaction id lo$# The degree to $hich people feel that their @obs are important has a

moderating influence on their absences# 9hile high @obsatisfaction $ill not necessarily resu

lo$ absenteeism, lo$ satisfaction is likely to bring about high absenteeism#

Satisfaction and 4ob stress0

'hronic @obdissatisfaction is a po$erful source of @ob stress# The employee may see no

satisfactory shortterm solution to escaping this type of stress# *n employee trapped in a

dissatisfying @ob may $ithdra$ by such means as high absenteeism and tardiness, or the

employee may 8uit#

#easure*ent of >ob satisfaction

This provides an index of organisational effectiveness# The three primary methods of measu

@ob satisfaction are:

o

o *ttitude Surveys

o -bserving actual behaviour

o 'onducting executive rapport sessions

Sources of >ob Satisfaction0

o 9age structure

o

+ature of $orko romotions

o 9ork group

o 9orking conditions

o Supervision

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;ESE*;'? %ET?-/-=-Cery good Excellent

o 7hat e6tent0

2F/o your superiors give attention to your training needsP

!25

25F ?as the training you received helped you to do your @ob betterP

!25

2(F *re you satisfied $ith the amount of time you have spent on training in thepast ! yearP

!25

2AF /o your superiors focus on team building and team$orkP

!25

27F /o your superiors pay attention to your grievancesP

!25

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20F /o your superiors motivate youP

!25

2"F *re you satisfied and proud of $orking for the organisationP

!25

)F 9hat is the culture of your organisationP

*uthoritarian articipative %echanistic -rganic

!F 'onsidering everything ho$ satisfied are you $ith your @obP

>ery dissatisfied some$hat dissatisfied

Some$hat satisfied >ery satisfied

2F %ention in brief $hat you feel could be done to improve the overall $orkingconditions

reshearch report of sbi for mba

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