A STUDY ON THE IMPACT OF MOBILE BANKING ON THE BANKING
SERVICES WITH REFERENCE TO SBI
GUIDE BY
Prof. UK SHUKLA P
ANKALAMMA
22924050031
INTRODUCTION
• Mobile banking is transforming the way individuals manage their finances by ding easy, secure,
and convenient
access to banking services through smartphones and mobile devices. This project aims to design
and develop a comprehensive mobile banking solution that caters to the evolving needs of modern
customers.
• The system will offer a range of functionalities such as account management, fund transfers, bill
payments, loan applications, and transaction history, all accessible through a user-friendly
interface. The project will prioritize security by incorporating encryption, multi-factor authentication,
and real-time fraud detection.
OBJECTIVES OF THE STUDY
• To understand the current state of SBI's
mobile banking services.
• To identify customer needs and pain points
in mobile banking.
• To propose improvements and innovative
features based on the analysis.
S C O P E OF TH E STUDY
• Customer Behavior and Adoption
• Operational Efficiency in Banks
• Technological and Security Challenges
• Financial Inclusion
• Regulatory Framework and
Compliance
L I MI TAT I O N S OF TH E S T U DY
• SBI Mobile Banking requires a stable internet connection for optimal
functionality.
• Older or less powerful devices may not be fully compatible with the mobile
banking APP. Larger transactions might require visiting a branch or using
alternative methods.
• Relying solely on mobile banking can limit access to physical branches and
ATMs.
• Customer support response times might vary, especially during peak hours.
• Some of the date of sbi are confidential in nature,so there is constraint to
get data.
• Time of the study is very less due to which the study analysis is completed
within the available time framework.
H IS T O RY OF SBI
• Early Foundations and Growth (1806-1860s)
• Formation and Evolution (1860s-1955)
• Nationalization and Expansion (1955-1970s)
• Technological Advancements and Global
Expansion (1980s-1990s)
• Merger and Growth (2000s-Present)
G LO B A L PRESENCE
Major International Branches
and Subsidiaries:
• United States
• United Kingdom
• Canada
• Australia
• Singapore
• Hong Kong
• South Africa
• Dubai
• Abu Dhabi
• Frankfurt
• Paris
V I S IO N A N D M I SS I O N Vision:
• To become synonymous with an
inclusive idea of wealth creation with
benefits having a far-reaching
impact.
Mission:
• To provide unmatched products,
incisive expertise, and premium
privileges with focus on client
experience and quality in service
delivery
C O R E VALU E S
• Customer Focus
• Integrity
• Excellence
• Innovation
• Respect for people
• Sustainability
• Responsibility
F I N A N C I A L I N F O R M AT I O N
o Asset Composition:
[Link] and Advances
[Link]
[Link] and Balances with Central Banks
o Income Breakdown:
[Link] Income
[Link]-Based Income
[Link] Income
o Expenditure Breakdown:
[Link] Expenses
[Link] Expenses
[Link] and Write-Offs
F I N A N C I A L I N F O R M AT I O N o Capital and Reserves:
[Link] Capital
[Link] and Surplus
o Recent Strategic
Developments:
[Link] Transformation
[Link] Expansion
[Link] Initiatives
o Key Financial
Indicators:
[Link]-To-Income Ratio
[Link]-To-Deposit
Ratio
[Link] Coverage
Ratio
M A R K E T I N G STRATEGIES
o Brand Positioning and Awareness o Customer Experience
o Digital Marketing and Technology Management
Integration o Branding and Corporate Identity
o Customer Segmentation and o Digital Transformation and
Personalization Innovation
o Product and Service Innovation o Product Differentiation and
o Customer Relationship Management Innovation
o Strategic Partnerships and Alliances o Market Segmentation and
o Market Research and Analytics Targeting
o Community Engagement o Customer Acquisition and
o Global Marketing Efforts Retention
o Advertising and Media Strategy o Crisis Management and
Reputation
Management
o Financial Literacy and
Education
o Partnership and Sponsorship
SERVICE DETAILS
Banking Services:
• Retail Banking Wealth Management and Financial
• Corporate Banking Advisory:
• Investment Banking • Investment Advisory
• Digital Banking • Mutual Funds and Insurance
• Retirement Planning
International Services:
• Global Presence Payment Services:
• Cross-Border • Electronic Fund Transfers
Transactions • Debit and Credit Cards
NRI
Security and Compliance: Banking:
• Fraud Prevention • NRI Accounts
• Regulatory • Foreign Exchange Services
Compliance
O R G A N I Z AT I O N POLICIES
Risk Management Policies:
Human Resources Policies: • Risk Identification and
• Recruitment and Selection Assessment
• Employee Conduct and • Compliance and Regulatory
Discipline • Fraud Prevention and Detection
• Training and Development
• Compensation and Benefits Corporate Governance Policies:
• Work-Life Balance • Board Governance
• Ethical Standards
Financial Policies: • Transparency and
• Financial Reporting and Accountability
Control
• Investment Policies Customer Service Policies:
• Credit and Lending Policies • Customer Rights and
Responsibilities
• Privacy and Data Protection
C O R P O R AT E S O C I A L
RESPONSIBILITIES
Education and Skill Community Development:
Development: • Rural Development
• Educational Support • Disaster Relief
• Skill Development
Support for Marginalized
Healthcare and Sanitation: Groups:
• Health Programs • Women Empowerment
• Sanitation Initiatives • Support for Differently
ArtAbled
and
Environment Sustainability: Culture:
• Green Initiatives
• Energy Conservation • Cultural Preservation
• Heritage Conservation
C O M PE T I T O R S
Public Sector Banks: International
• Bank of Baroda •
Banks:
Citibank
• Punjab National • HSBC
Bank • Standard Chartered
• Canara Bank Bank
• Union Bank of • Deutsche Bank
India
• Indian Bank
Private Sector
Banks:
• HDFC Bank
• ICICI Bank
• Axis Bank
• Kotak Mahindra
Bank
LITERATIVE R E V IE W
o Olga Vershinina (2017): This thesis was carried in order to measure the level
of customer satisfaction for PAO “Sberbank” at Russian bank
o Aborampah Amoah-Mensah (2010): This study compares the perceptions of
customers regarding the quality of bank’s services in Ghana and Spain.
o G. Mihelis E. and Grigoroudis etal. (2001) : Their study
states the customer satisfaction measurement in the private sector banks.
o Pasha, Mohd Afroz; Razashah. Dr. M. (2018): Research
the impact of service quality on customer satisfaction. An
empirical study in selected public and private sector banks.
LITERATIVE R E V IE W
o [Link] (2017): The study was carried to find the customer
satisfaction of Public Sector Commercial Banks particularly in rural area.
o Hussein Mohamed Mkoma (2014): This study was
undertaken to analyzethe customers’
satisfaction with banking services with specific focus of Standard Chartered Bank in
Tanzania.
o M.E. Doddaraju (2013): This research paper aims to study the impact of internet
banking services on customer satisfaction at public and private sector banks.
o [Link] and Meghna Tiwari (2010): The study was carried to identify
customer preference among PSB’s, private banks and foreign banks.
LITERATIVE R E V IE W
o Suma U(2020): Study on customer perception and satisfaction with the products
and services provided by commercial banks
o Mittal, 2014: Study on the customers of SBI and ICICI bank discussed about the
demographic profile of the customers and their choice of a particular type of bank .
S W O T A N A LY S I S
Strengths: Opportunitie
• Market Leadership •
s: Growing Digital Adoption
• Extensive Network • Financial Inclusion Initiatives
• Strong Brand Reputation • Economic Growth
• Government Support • Innovative Products and
• Diversified Services Services
• Technological Advancement • Strategic Partnership
Threats
Weaknesses: :
• Legacy Systems • Intense Competition
• Customer Service Challenges • Regulatory Changes
• Complex Organizational • Economic Volatility
Structures • Cybersecurity Threats
• Risk Management Issues • Customer Expectations
C O N C LU S I O N
The State Bank of India (SBI) is a major player in the Indian banking sector,
recognized for its
extensive network, significant market share, and long-standing reputation.
Through its extensive range of services, including retail, corporate, and
investment banking, SBI has established itself as a cornerstone of the
Indian financial system.
QUESTIONAIRE
o Name o How did you get to know about mobile
o Gender banking?
o Age o What would motivate you to adopt and use
o Marital Status mobile banking?
o What is your Nationality? o Would you like to be aware and use mobile
o Do you use a mobile phone? banking
o What is your highest-level of services?
education?
o What is your occupation?
o Are you aware of mobile banking?
o Do you use mobile banking?
o What are the mobile banking services
you use?
o Have you recommended mobile
banking to others?
BIBLIOGRAPHY
References:
1. Parul Deshwal, A study on Mobile Banking in 9. Jiang, K., Lepak, D. P., Hu, J., & Baer, J. C.
India, International Journal of Advance Research in (2012).
IT & Engineering, (2015) [Link], P. M., & McMahan, G. C. (1992).
2. Bakker, A. B., & Demerouti, E. (2007). 11.O'Reilly, C. A., Chatman, J. A., &
3. Guest, D. E. (2002 Caldwell, D. F. (1991).
4. Bersin, J. (2015). [Link], B. E., & Huselid, M. A. (1998).
5. Schneider, B., Ehrhart, M. G., & Macey, W. H. [Link], B. (2008).
(2013).
[Link], W. H., & Schneider, B. (2008).
6. Hofstede, G. (1983).
[Link], D. E. (2017).
7. Denison, D. R., & Mishra, A. K. (1995).
8. Tsui, A. S., Nifadkar, S. S., & Ou, A. Y. (2007).
BIBLIOGRAPHY
Books:
[Link] and Finance on the internet,Mary [Link].
2. Money, Banking and international Trade, T. N. Hajela.
[Link] and Services and Information Technology, R K Uppal.
[Link] Performance Challenges &Prospects For Development, Janice P. Simmons.
[Link] Banking, MACMILLAN.
BIBLIOGRAPHY
Online Sources:
1. [Link]
[Link]
[Link]
THANK YOU
