Internet Banking of Sbi Amr

“ Internet Banking Of State Bank Of India

IMPACT OF TRAINING ON MARKETING AND

SERVICES ON INTERNET BANKING

Objectives

The main objectives of the research are:

To understand the concept of Marketing, Service and

Training on Internet banking and importance, to bank.

To build up SWOT analysis of Internet banking of SBI

To build up various solutions for drawbacks in net

banking

Need of the Study

This study is needed to find out the impact of training,

marketing and services of Internet Banking of SBI and its

importance to bank.

Data Collection

The data is collected from the official website of State Bank Of

India and other Banks websites.

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INTERNET BANKING

Services offered by Internet Banking in SBI

RETAIL BANKING:-

The Retail banking application is an integration of several

functional areas, and enables customers to:

E-Ticketing

SBI E-Tax

Bill Payment

Eztrade@sbi

RTGS/NEFT

E-Payment

Fund Transfer

Third Party Transfer

Demand Draft

Cheque Book Request

Account Opening Request

Account Statement

Transaction Enquiry

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https://www.onlinesbi.com/personal/productandservices.html














Demat Account Statement

Donation

State Bank Virtual Card

CORPORATE BANKING:-

The OnlineSBI corporate banking application provides features

to administer and manage corporate accounts online.

The products offered under Corporate Internet Banking:

Advantage (Khata)

Advantage Plus (KhataPlus)

CINB (Saral)

Privilege (Vyapaar)

Freedom (Vistaar)

Electronic Vendor Finance

Electronic Dealer Finance

Direct Debit

E-Collection

The services offered under Corporate Internet Banking:

Access to multiple users

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https://www.onlinesbi.com/corporate/corp_productandservices.html












Account view / Statement

Funds Transfer

Third party funds transfer (RTGS/NEFT)

Demand Draft request

Utility Bill Payment

Bulk transaction through file upload

Direct and indirect tax payment

SMS/Email alerts

User hierarchy with discretionary access/rights to accounts

MIS reports

Host to Host integration

Demat View facility

The services offered by other banks are not greatly different

from the ones offered in State Bank. Also State Bank has a

robust and tailor made products in Corporate Internet Banking

covering right from a proprietorship firm to Large Public Sector

undertaking and Government offices. It is being used by

Industry Majors like ONGC, IOC, etc.

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The products and services in Internet Banking are being

customized by the Global Information Technology

Centre(GITC), Belapur, Navi Mumbai.

The value added services introduced by the bank in the last

couple of years are listed in Annexure 1

Marketing in the Bank

The marketing in the bank is driven through mainly various

Campaigns launched from time to time. The latest of such

campaigns being SANKALP campaign providing incentives to

the staff members viz., Branch Manager/Controllers etc. The

bank has been able to achieve all the targeted goals set under the

campaign. In the earlier years we have conducted campaigns

viz., PRAYAS and CHAITANYA. However we could only

achieve about 35% of the target in Campaign CHAITANYA.

The bank had also launched Re.1 campaign to popularize the

usage amongst staff members. However all the campaigns were

restricted to only Retail Internet Banking.

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The other means of marketing adopted being Banners placed at

the branches headed by Chief Managers and above.

The branches are also incentivized with Transfer Price

Mechanism for mobilization of Internet banking

accounts/transactions.

eZ cards are also being provided to the customers who are

opening new accounts with the bank.

The bank is contemplating to launch Media Campaigns in

visual and audio media during the current FY.

The figures during the Financial Year 2011-2012 is provided

below:

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INTERNET BANKING STATISTICS (IN LACs)

Head As on Mar’11

As on Mar’12

Growth

Upto

Mar’12

%Growth

During

2012

Registered Users Retail

58.65 84.65 26.0044%

Registered Users Corporate

3.94 4.98 1.0426%

Retail Txns 980.69 1812.19 831.5 84%

Corporate Txns 456.77 798.13 341.36 74%

No. of Online Bill Payments

174.45 374.63 200.18115%

The %age growth under all the parameters is encouraging. This

has been mainly driven by campaigns as also the training

provided across the bank.

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The % of Internet Banking transactions as to Core transactions

is at a healthy_____ %.

TRAINING

The training with regard to Internet Banking at the Basic,

Intermediate and Advanced level is being mainly provided at

the Apex Institute SBIICM.

Basic level programmes / workshops are conducted at the

various SBLCs of the Bank. Branch Managers and Trainers

attending programmes at State Bank Staff College are given

basic/intermediate inputs in Internet Banking by the faculty

from SBIICM.

During the period April 2011 to March 2012, SBIICM

conducted 282 programmes covering 6736 officials. SBIICM

also covered 19 specialized or advanced Internet Banking

programmes to cover both Retail as well as Corporate Internet

Banking. The above specialized programmes covered in

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training 418 staff members (officers) during the period. In all

the other programmes, basic and intermediate inputs on Internet

Banking was provided to all the trainees.

To study the impact of training in Marketing and Services of

Internet Banking, we analysed the pattern of various parameters

as listed below, before and after the training programme for a

couple of programmes.

Participants from following branches attended advanced

Internet Banking programme:

COMMERCIAL BRANCH, BANGALORECOMMERCIAL BRANCH, BANGALORECOM BRANCH, MADURAICOM BRANCH, MADURAICAG, CHENNAICAG, CHENNAICAG, AHMEDABADCAG, AHMEDABADIND FINANCE BRANCH, PUNEIND FINANCE BRANCH, PUNECAG HYDERABAD

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CAG HYDERABADIND FINANCE BRANCH, HYDERABADIND FINANCE BRANCH, HYDERABADBACKBAY RECLAMATIONBACKBAY RECLAMATIONOVERSEAS BRANCH, BANGALOREOVERSEAS BRANCH, BANGALOREIND FINANCE BRANCH, BANGALOREIND FINANCE BRANCH, BANGALORECOMMERCIAL BRANCH LUCKNOWCOMMERCIAL BRANCH LUCKNOWCAG, DELHICAG, DELHIOVERSEAS BRANCH, DELHIOVERSEAS BRANCH, DELHICOMMERCIAL BRANCH, COIMBATORECOMMERCIAL BRANCH, COIMBATORECOMM BR BHUBANESWARCOMM BR BHUBANESWARCOMMERCIAL BRANCH, INDORE

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COMMERCIAL BRANCH, INDOREINDUSTRIAL FINANCE BRANCH, BARODAINDUSTRIAL FINANCE BRANCH, BARODA

Internet Banking Statistcs of the Branches covered under training during Nov,2011

Users

As on October2011(Before

Training)

As on December2011(After Training) Difference

%age Increase

1 Retail Users 12 11 -1 -82 Khata Users 2 0 -2 -100

3 Vyaapaar 2 8 6 3004 Vistaar 5 19 14 2805 Retail Txns 6993 7706 713 106 Retail Amt Txns 35956428.12 61441383.12 25484955 717 Khata Plus 1 4 3 3008 Saral 1 2 1 100

9Corporate Debits Count 54450 57203 2753 5

10Corporate Credits Count 125041 121810 -3231 -3

11Corporate Amount 213266758397.86 297613718600.60

84346960202.74 40

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The impact is seen in corporate internet banking registrations, esp Vyapaar and Vistaar regn.sThe internet banking programme mainly addresses both Corporate as well as RetailInternet Banking. However the knowledge level of Corporate Internet banking atthe operational level is not as much as it is in Retail INB. And hence the jump or spurt Also the people identified for pure Internet Banking programmes from the Circles are mainly from Mid corporate or SME intensive branches.

From this we could infer on the following:

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The following were the main points

Market Share of the various banks is not available with the

Bank or with any other agency, as available in Mobile Banking.

The bank in the absence of such a data, is handicapped to make

directed/focussed efforts to garner / migrate customers to

alternate channels or market Internet Banking. This is an

essential first step.

While campaigns have been the main marketing strategy

currently employed, the same has not enabled our staff to

clarify many of the doubts / security apprehension that our

customers have on Internet Banking.

The knowledge in addressing routine customer problems /

issues at the operating branch level is found to be low. Many of

these problems get escalated to Corporate Centre (GITC),

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especially in Corporate Internet Banking. This could result in

Customer dissatisfaction as also the customer getting back to

normal banking instead of alternate channel.

Customer meets should be organized at frequent intervals to

educate them on the features available in Internet Banking. The

advantages of alternate channels must be impressed upon. A

helpline to cater to customer queries on Internet Banking should

be established, that would go a long way.

In Corporate Internet Banking, currently GITC officials go over

to the various Circles to impress upon the features of CINB to

Government Offices, Public Sector Undertakings etc. However

thereafter we do not have resource at the Circle Level to carry

this further and book business.

There have also been aberrations in achieving targets stipulated

under various campaigns, as some customers are provided

without their knowledge, RINB with just enquiry rights.

Saral was launched in CINB because of the limitations of the

earlier versions for a large number of proprietary firms. Also

the knowledge gaps were high in handling the other CINB

products like Vyapaar and Vistaar.

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More than 40% of the staff are not using internet banking which

could seriously impair the promotion of Internet Banking. On a

survey of the officers alone we found that 4686 officers out of

5957 officers surveyed alone used Internet Banking. The

remaining 1271 did not have even user id.

While budgets are settled for Internet Banking, it is also found

that followup of the targets is not as desired in Internet Banking

esp, CINB. The controllers visits should cover Internet

Banking.

There is acute shortage of resourceful personnel to immediately

resolve the issues of the customers at the operating end. Lack of

timely resolution demotivates the customers to use Internet

Banking. There is only one identified person in each circle who

knows to resolve. At times, there have been customers, who are

unable to put through transactions in CINB ever after 1 year of

availing the CINB facility. This has resulted in not escalating

the problems of the customers in time resulting in non-usage by

the customers.

There is also shortage of literature / writeup on INB at the

Branch level other than eZ cards which is also not very popular.

This can be overcome by displays and literature made available

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at the branches as also the ATMs. Visibility, Advertisement,

Displays at the Banking halls should be promoted, Literature to

customers on Security / Phishing attacks and educating

customers on Internet Banking will go a long way in promoting

Internet Banking.

There is only one DGM with a small team who is driving the

Internet Banking at the whole bank level for marketing.

We also find that there is no consultant for marketing strategy.

This is evidenced by not having the Market Share at the whole

bank level.

A new contemporary homepage is available today which has

decluttered the login page.

In the government sector, the egovernance initiative that has

been made in Madhya Pradesh and Chattisgarh can be exploited

in other States.

When a customer is unable to login, many a time it takes about

15 days to resolve the issue resulting in lack of confidence at the

customer end.

The following may be looked in the short terms

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The following may be our strategy in the long term.

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Documents

Internet Banking of Sbi Amr