MKSSS’S

SMT. HIRABEN NANAVATI INSTITUTE OF MANAGEMENT AND

RESEARCH FOR WOMEN, PUNE

“PLASTIC MONEY OF SBI BANK”

A PROJECT REPORT

SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR

THE AWARD OF THE DEGREE OF

MASTER IN BUSINESS ADMINISTRATION

SUBMITTED TO

SAVITRIBAI PHULE PUNE UNIVERSITY

SUBMITTED BY

BHAGYASHREE GAIKWAD

(2K191139)

UNDER THE GUIDANCE OF

PROF. RANJANA GOGATE

2020- 2021
 MKSSS’S

SMT. HIRABEN NANAVATI INSTITUTE OF MANAGEMENT AND

RESEARCH FOR WOMEN, PUNE

“PLASTIC MONEY OF SBI BANK”

A PROJECT REPORT

SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR

THE AWARD OF THE DEGREE OF

MASTER IN BUSINESS ADMINISTRATION

SUBMITTED TO

SAVITRIBAI PHULE PUNE UNIVERSITY

SUBMITTED BY

BHAGYASHREE GAIKWAD

(2K191139)

UNDER THE GUIDANCE OF

PROF. RANJANA GOGATE

2020-2021
 CERTIFICATE

This is to certify that, Ms. BHAGYASHREE MANGESH GAIKWAD. has successfully completed
her summer internship project titled “PLASTIC MONEY OF SBI BANK” in the partial fulfilment
of MBA programme.

Director In-charge Project Guide

Dr. Mihika Kulkarni Prof. Ranjana Gogate

 ACKNOWLEDGEMENT

I would like to place on record my deep sense of gratitude To Prof. Ranjana Gogate for her exemplary
guidance, monitoring and constant feedback throughout the course of the desk research project.

I am extremely thankful to Dr. Mihika Kulkarni, Director In-charge, HNMIR, Pune, for continuously
motivated me, without which this work would not have been possible.

BHAGYASHREE MANGESH GAIKWAD.

i
 TABLE OF CONSTENTS

SR NO. DETAILS PAGE NO.

1 LIST OF TABLES III

2 LIST OF FIGURES IV

3 EXECUTIVE SUMMARY 1

4 INTRODUCTION 4

5 LITERATURE REVIEW 25

6 ORGANISATIONAL PROFILE 28

7 RESERCH METHODOLOGY 32

8 DATA ANALYSIS 34

9 FINDINGS AND OBSERVATIONS 52

10 LEARNING OUTCOMES 54

11 LIMITATIONS 56

12 CONCLUSION AND SUGGESTIONS 58

13 BIBLOGRAPHY 61

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 LIST OF TABLES

TABLE TITLE PAGE NO.

NO.
1 Difference Debit Card & Credit Card 17
2 Bhim Pay Basic reward, Super reward and Services 20
3 SBI Mobile Banking Services 21
4 SBI Yono App Services 22
5 All Card Daily Transaction Limit 23
6 SBI Group Structure 30
7 Internet Banking Performance 43
8 Performance on Debit Card & Credit Card 44
9 Profit &Loss Account Statement 46
10 Balance Sheet Statement 47
11 Key Factors of Balance sheet 48
12 Card Force 48
13 Profitability 50

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 LIST OF FIGURES

SR NO. TITTLE PAGE NO

1 Visa and Master Card 8

2 Types of Debit Card & Credit Card 10
3 E-commerce Transactions Process to Card 11
4 Types of Business Card 12
5 Types of Prepaid Card 13
6 Digital Services Logo Of SBI 20
7 Marchant Card Transaction Process 24
8 Organization profile 31
9 Performance of ATM 44
10 Performance of Yono SBI App 45
11 Card Force Graph 49
12 Profitability Graph 50

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 CHAPTER 1

EXECUTIVE SUMMARY

1
 INTRODUCTION OF THE TOPIC

Money is regarded as a medium of exchange and payment tool. Initially barter system was used as
the significant mode of payment. Over the years, money has changed its form from coins to paper
cash and today it is available in formless form as electronic money or plastic card. The major change
in banks which has been brought in by the technology is through introduction of products which are
alternative to cash or paper money. Plastic cards are one of those types of innovations through which
the customers can make use of banking services just by owning the card issued by bank and that too
without restricting himself in the official banking hours. Plastic cards as the component of e - banking
have been in use in the country for many years now. The vast majority of retailers accept both credit
and debit cards, and customers pay the same price irrespective of the payment method they choose.
But merchants pay a fee called interchange fees to payment processors like Visa and MasterCard for
every credit or debit card transaction. The study assessed the types of card payment and charges,
digital services and their last three-year performance on state bank of India balance sheet and profit
& loss a/c as per card force and profitability ratio.

OBJECTIVES OF THE PROJECT

1. To know the understand the concept of plastic money.

2. To analysis the statistical data of card and digital services provided by SBI Bank.
3. To understand the card payment process.
4. To study of financial performance of card force and profitability ratio.
5. To Identify used card of digital services to the satisfaction level of customers.

SCOPE

1. Plastic Money is an essential form of money which reduces the risk of handling huge amount
of cash. It includes Debit Cards, ATMs, Smart Cards etc. Plastic Money offers free use of
fund and provides a convenient payment method for purchases made on the internet and over
phone.

2. SBI growth in card force, spending, transaction, increases market share in plastic card market
and smart technology of payment process of SBI.
3. Individual & different level of awareness of about plastic money and such a use of senior
citizen and student so automatically increment the profitability and growth of SBI BANK.
4. To save the time and quickly, secure payment on mobile banking and easy to handle this SBI
yono app so financial activities by cards and digital payment services very useful.

2
 RESEARCH METHODOLOGY

Area of study: The study is conducted to understand the customer’s awareness on various Plastic –
money services and consumer behavior towards it.

Method of sample collection: Random i.e., this study will be carried out by collecting the responses

of Bank account holders of State Bank of India.

Source of data: The use of both primary and secondary data is being made here. Primary data is
collected from consumers by the close ended questionnaire method.

Tools for analysis: Microsoft excel

FINDINGS OF STUDY:

Based on the secondary and primary data collected we found out that customers are satisfied for the
Plastic Money services of SBI. Profit ratio is also increased as performance and valuations of Plastic
money services are increased.

DATA ANALYSIS AND INTERPRETATION:

The data analyzed on the basis of use of services and satisfaction level and E-banking services like
Internet, mobile banking and plastic money etc. Data is analyzed as per which type of card and digital
services are used mostly by which category of customers and their satisfaction level for the same.

CONCLUSION AND SUGGESTIONS:

It is found that Plastic money services has indeed has a positive effect on the ratio of profitability of
SBI since it was introduced to the use of all customers. It has also improved the relationship between
banks and customers.

3
 CHAPTER 2

INTRODUCTION

4
 INTRODUCTION

State Bank of India (SBI) With a legacy of over 200 years, State Bank of India is an Indian
multinational, public sector banking and financial services statutory body. For SBI, the interests of
the common man have always remained at the core of its business. The Bank has a strong portfolio
of distinctive products & services, and leverages technology to deliver and manage them in a
personalized and customer centric way. Headquartered in Mumbai, SBI provides a wide range of
products and services to individuals, commercial enterprises, large corporates, public bodies, and
institutional customers through its various branches and outlets, joint ventures, subsidiaries, and
associate companies. It has always been in the forefront to embrace changes without losing sight of
its values such as Service, Transparency, Ethics, Politeness and Sustainability. Plastic money are
debit cards and credit cards. They can be used for online banking, wire transfers and paying bills
online. Some advantages of plastic money are reduction in currency printing costs, minimizing the
use of paper and saving trees, anytime-anywhere banking, and account tracking.
PLASTIC MONEY -Plastic money is the alternative of cash or the standard ‘money ‘Plastic money
is used to refer to the credit cards, debit cards that we used to make purchases in our everyday life.
Plastic money is much more convenient to carry around as you do not have to carry a huge sum of
money with you, it is also much safer to carry it along or to travel with it as if is stolen one can consult
the bank whose services you are using and get it blocked hence saving your money from getting
stolen or even lost.
Plastic money or polymer money, made out of plastic, is new and easier way
of paying for goods and services. Plastic money was introduced in the 1950s and is now an essential
from of ready money which reduces the risk of handling a huge amount of cash. It includes debit
cards, ATMs, smart cards etc. Plastic money types of plastic cards, and online banking they’re the
growth and market share, spend, any card force.
Plastic notes are similar to paper but the only difference is that they are made of plastic and are more
secured. But in travelling and shopping people used to carry huge cash which was very unsecured
and also increased the crime rate. Hence cards were introduced in the world to resolve the issue of
carrying huge cash. These cards are known as plastic money. The usage of plastic money (card) has
increased in the mode of payment of huge amount and hence broth there are lots of different types of
plastic money that can be used anywhere in the world. Credit cards, debit cards, kissan credit cards
etc., are a new innovation in financial services introduced by the financial institutions in extending
easy availability of money.
India's largest public sector bank State Bank of India (SBI) started its own payment gateway SBIe
Pay provides complete, simple and secure online Payment Gateway Services, with a real-time Credit
Card, Debit Card, Net Banking and Mobile Payment transaction validation process SBI, the largest
Bank of the country, provides Merchant Acquiring Services through its large branch network of more
than 15000 branches. Any existing customer or even the non-customer may avail the benefit of SBI
Merchant Acquiring Services.
All businesses aim at generating the most income out of their funds. Merchant
bankers help these companies to utilize their funds properly and grow. They can invest a company's
funds in the stock market. Manage funds to decide later whether to sell them and book profits. Using
a debit card is always a positive approach that prevents from the trap call of credit cards. Using a card
directly connected to your account is a better decision financially. Plastic money is a term used to
represent the hard plastic cards used in day-to-day life in place of actual banknotes. They come in
several forms such as debit cards, credit cards, store cards and pre-paid cash cards.
“Merchant” is a term used by payment processors to refer to their customers. Customers, or
merchants, are businesses that accept credit card payments from their clients in-person, online, or
over the phone. According to laws the merchant has to verify the identity of the card holder and the
rightful user by obtaining proper identification through PIN (Personal Identification No) or any
5
other valid Govt. issued document. Payments by Credit Card are easily accepted by the merchants
as the payments are received at the same time despite the seller has to pay the card processing fee
for every transaction made. Plastic money is a term used to represent the hard plastic cards used in
day-to-day life in place of actual banknotes. They come in several forms such as debit cards, credit
cards, store cards and pre-paid cash cards. When we use any type of ATM card for the transaction at
the place of hard cash, this card is known as plastic money and the transaction resulting from it is
called cashless payment. It can be done via any ATM, Visa Card, MasterCard or RuPay Card. Visa
Card and MasterCard are a foreign payment gateway that provides payment facility to most of the
banks in the world. There is no special difference in MasterCard and Visa Card. Both of these are
ATM cards and their work is similar. They are international cards; payment can easily be done
everywhere.

DEFINATION

A slang phrase for credit cards, especially when such cards used to make purchases. The “Plastic”
portion of this term refers to the plastic construction of credit cards, as opposed to paper and metal of
currency. The “Money” portion is an erroneous reference to credit cards as a form of money. Which
they are not. Although credit cards do facilities transaction, because they are a liability rather than an
asset, they are not money and not part of economy’s money supply.
E-Service or 'electronic service' constitutes the online services available on the Internet, whereby a
valid transaction of buying and selling (procurement) is possible, as opposed to the traditional
websites, whereby only descriptive information is available, and no online transaction is made
possible.
E-commerce is a popular term for (electronic commerce) or even internet
commerce. The name is Self-explanatory, it is the meeting of buyers and sellers on the internet. This
involves the transaction of goods and services, the transfer of funds and the exchange of data.
A merchant account is a bank account specifically established for business purposes where
companies can make and accept payments. Merchant services accounts allow businesses to accept
credit and debit card transactions or other forms of electronic payment from customers, with the aid
of a payment gateway.
When we use any type of ATM card for the transaction at the place of hard cash, this card is known
as plastic money and the transaction resulting from it is called cashless payment. It can be done via
any ATM, Visa Card, MasterCard or RuPay Card. Visa Card and MasterCard are a foreign payment
gateway that provides payment facility to most of the banks in the world. There is no special
difference in MasterCard and Visa Card. Both of these are ATM cards and their work is similar.
They are international cards; payment can easily be done everywhere.

However, neither Visa nor MasterCard actually provides any credit card to anyone. These are both
payment methods. They rely on banks of different countries to issue credit cards using the payment
methods. Therefore, interest rates, rewards, annual fees and all other charges are issued by the bank
and so, when you pay your bill, you are paying it to the bank or institution issuing your card, Visa
or MasterCard.

6
 OVERVIEW OF PLASTIC MONEY OF SBI

Plastic Money of E- services and Marchant provided by SBI BANK.

• Plastic Money of services – Card, Digital.

• Marchant- Transitions process.
PLASTIC MONEY CARD TYPES

❖ Debit Cards: -A debit card (also known as a bank card, plastic card or check card) is a plastic
payment card that can be used instead of cash when making purchases. It is similar to a credit
card, but unlike a credit card, the money is immediately transferred directly from the cardholder's
bank account when performing any transaction.
❖ Credit Card: -A credit card is a payment card issued to users (cardholders) to enable the
cardholder to pay a merchant for goods and services based on the cardholder's promise to the
cardholder, from which the cardholder can borrow money for payment to a merchant or as a cash
advance.
❖ Business Debit Card: -SBI Business Debit Card! This Card has been specially designed keeping
in mind business requirements of the Bank's Commercial Segment customers. The Card helps
you to track and monitor business expenses, offering customers greater control over expenses.
Business Benefits
SBI Business Debit Card can be used to make payments online (with 3D-Secure), pay business utility
bills and purchase business essentials over the counter without the need for petty cash, withdraw cash
at ATMs and deposit cash at Cash Deposit Machines.
❖ Prepaid Cards: -The State Bank Achiever Card, a prepaid card issued in Indian Rupees in
association with VISA international, is an ideal product for making periodical payments of non-
cash nature like incentives etc. Cards can be loaded from a single point/ account and funds are
available to number of beneficiaries immediately.

ADVANTAGES OF PLASTIC MONEY

❖ Convenience: Plastic money provides an easy way to make financial transactions without
carrying cash. It also provides the benefits of anywhere and anytime banking.

❖ Check Counterfeiting: The proposed plastic currency notes will reduce the chances of
counterfeiting.

❖ Long life of Plastic Currency Notes: The proposed plastic currency notes will have the life of
five years as against one-year life of paper currency notes.

❖ Check on Black Money: It is possible to trace the financial transactions done through cards.
Developing a culture of plastic money will make it easy for the government to trace black
suspected black money sources.

❖ Supports Growth of E-commerce: The use of cards has supported the growth of e-commerce.
Growth of e-commerce enhances cost-effectiveness and alternative channels to improve
economic growth.

7
❖ Power of Purchasing: Debit or Credit cards made it easier to buy things. Now we do not have
any need to carry money in a large amount. Plastic money is accepted at any time and everywhere.

❖ Time-Saving: one can purchase anything from any place through a credit card or debit card
without spending money on fare or cash transaction. You have to provide your card details to
seller store or corporations and settle your order. It saves time in the transaction by debit and
credit card.

❖ Safety: In case, if an individual loses the cards, then he/she may contact the bank or financial
institution, which provide the cards. The financial institution or bank will block the account and
no-one can draw a single penny without your permission.

DIFFERENTE VISA & MASTER CARD

VISA: - It’s often up to the issuer whether a particular card will carry a network benefit.
In other words, Visa might offer a rental car coverage benefit, but that doesn’t mean every Visa
card will have it.

MASTER CARD: - Issuers may offer benefits that the network does not.
For example, Mastercard doesn’t provide rental car coverage itself, but some Mastercard cards have
such coverage because it’s provided by the issuer.

Figure No.1

BENEFITS VISA: TRADITIONAL, SIGNATURE, INFINITE

Visa offers three levels of benefits: Traditional, Signature and Infinite:

• Traditional benefits include auto rental collision damage coverage; zero fraud liability;
emergency card replacement; and emergency roadside assistance.
• Signature benefits include all the Traditional benefits, as well as extended warranty
protection and worldwide travel and emergency assistance.
• Infinite status provides all Signature benefits plus return protection; purchase protection;
travel accident insurance; trip cancellation and interruption insurance; and lost luggage
reimbursement.

MASTERCARD: STANDARD, WORLD, WORLD ELITE

Mastercard’s three levels of benefits are Standard, World and World Elite:

• Standard benefits include emergency card replacement; identify theft protection and zero
fraud liability. Prior to July 2019, you also got extended warranty protection and price
protection, but those two perks have been eliminated.
8
 • World benefits include the Standard-level offerings as well as cellphone insurance; access
to trip planning and travel benefits through Mastercard Travel & Lifestyle Services; access
to a concierge; and discounts and promotions with select retailers.
• World Elite benefits include the World benefits, plus golf benefits and additional discounts
and promotions.
TYPES OF DEBIT CARD & CREDIT CARD

1. State Bank Classic Debit Card - cashless Shopping -The convenience of cashless shopping
with State Bank Classic Debit Card and earn Freedom Rewardz points on your purchases.
With your State Bank Classic Debit Card, you get access to your account whenever and
wherever you want. You can use it to purchase goods at merchant establishments, for making
payment online and withdraw cash in India.
Features

➢ For shopping at over 5 lakh merchant outlets in India.

➢ For booking movie tickets, bill payments, travel and other online purchases and payments
over the internet using secure Master Secure Code / verified by Visa.
➢ For withdrawing cash from State Bank Group ATMs or other ATMs in India.

2. SBI Global International Debit Card - Shopping across 30 million outlets - The
convenience of cashless shopping with SBI Global International Debit Card and earn Freedom
Rewardz points on your purchases. With your SBI Global International Debit Card you get
access to your account whenever and wherever you want. You can use it to purchase goods at
merchant establishments, for making payment online and withdraw cash in India as well as
across the globe. SBI Global Debit Card comes with an EMV Chip which provides additional
security.
Features

➢ For shopping at over 6 Lakh merchant outlets in India, and over 30 million worldwide.
➢ For booking movie tickets, bill payments, travel and other online purchases and payments
over the internet using secure ‘Master Secure Code'/‘Verified by Visa'.
➢ For withdrawing cash from SBI Group ATMs or other ATMs in India and worldwide (ATMs
with MasterCard/Maestro/Visa logo).

3. SBI Gold International Debit Card - Complimentary Insurance – The convenience of

cashless shopping with SBI Gold International Debit Card and earn SBI Rewardz points on
your purchases. With your SBI Gold International Debit Card you get access to your account
whenever and wherever you want.
You can use it to purchase goods at merchant establishments, for making payment online and
withdraw cash in India as well as across the globe.
4. SBI Platinum International Debit Card - Airport Lounge Access - The convenience of
cashless shopping with SBI Platinum International Debit Card and earn SBI Rewardz points
on your purchases. With your SBI Platinum International Debit Card you get access to your
account whenever and wherever you want. You can use it to purchase goods at merchant

9
 establishments, for making payment online and withdraw cash in India as well as across the
globe.

Figure No.2
5. sbiINTOUCH Tap and Go Debit Card - Contactless payment-sbiINTOUCH Tap & Go
Debit Card is a multi-purpose International Debit Card which comes with contactless
technology. This means that wherever a Customer sees the contactless symbol sbiINTOUCH
Tap & Go Debit Card at any merchant location, he/she can pay for items through Contactless
debit Card. A customer can make electronic payments by just waving the contactless card
near the PoS terminal without any need for dipping or swiping the Card on PoS, thereby the
Debit card will always be in the customer’s custody.

Features

• These cards work on the Near Field Communication (NFC) technology. Contactless cards
have an embedded antenna in the plastic so that when they are used at a contactless reader,
they securely transmit purchase information to and from the contactless reader.
• Contactless Debit Card is secured with a Contact & Contactless Chip along with Magstripe
and NFC antenna. The NFC antenna is used for Contactless transactions. The Chip and the
magstripe portion is used for purchases at POS and transactions at ATM and where
Contactless payments are not accepted.
• sbiINTOUCH Tap & Go cards are secured with EMV contactless standard. As contactless
transactions require significantly less time compared to traditional card-based transactions,
these cards enhance the customer convenience, while at the same time enabling the merchants
to process payments faster.
• This card can be used at merchant locations where contactless payment is accepted. It can also
be used at millions of Merchant locations where standard Card payments are accepted.
Use of sbiINTOUCH Tap & Go Debit Card

• Faster day to day payments at merchant locations accepting Contactless Payments.

• Shopping at 10 lakh merchant outlets in India and over 30 million worldwide, accepting Card
Payments.
• For booking movie tickets, utility bill payments, travel, other online purchases and payments
over the internet.
• For withdrawing cash from SBI Group ATMs or other ATMs in India and worldwide

10
 • Safe online shopping and e-commerce transactions.

STEP-2 STEP-3
STEP-1 Look
Merchant Green light
for the
enters the confirms the
contactless
amount, tap completion
logo at the
your card at of the
POS terminal
POS terminal transaction
Figure No.3

6. SBI Mumbai Metro Combo Card - Priority ticketing - The convenience of hassle-free
travel on Mumbai Metro and shop at more than 10 lakh merchant outlets in India with SBI
Mumbai Metro Combo Card and earn SBI Rewardz points on your purchases. With your SBI
Mumbai Metro Combo Card you get access to your account whenever and wherever you want.
You can use it to purchase goods at merchant establishments, for travel on Mumbai Metro
trains, for making payments online and withdraw cash in India as well as across the globe.SBI
Mumbai Metro Combo Card offers a host of benefits to metro riders. The card acts as a
payment-cum-access card at Mumbai Metro stations and also standard shopping-cum-ATM
debit card. The card eliminates the need to wait in queues at ticket windows/vending machines
to purchase tokens at Mumbai Metro Stations.
Use of SBI Mumbai Metro Combo Card

• For travel in Mumbai Metro Trains conveniently

• For shopping at over 10 lakh merchant outlets in India, and over 30 million worldwide.
• For booking movie tickets, bill payments, travel, other online purchases and payments over
the internet using Master Secure Code.
• For withdrawing cash from SBI Group ATMs or other ATMs in India and worldwide (ATMs
with MasterCard/Maestro/Visa logo).
Travel Benefits of the Mumbai Metro Combo Card are

• Freedom from queues at Metro Ticket counters.

• Straight access to the entry gate for travel on Mumbai Metro by just tapping the combo card.
• Frequent offers from Mumbai Metro.

7. SBI My Card International Debit Card - International Debit Card you get access to your
account whenever and wherever you want. - SBI My Card International Debit Card gives
you the freedom to reflect your unique personality and style. Simply choose from wide range
of vibrant and captivating images from our Gallery to customize your contactless Debit Card
& enjoy the convenience of cashless shopping with SBI My Card International Debit Card
and earn Freedom Rewardz points on your purchases. With your SBI My Card International
Debit Card you get access to your account whenever and wherever you want. You can use it
to purchase goods at merchant establishments, for making payment online and withdraw cash
in India as well as across the globe. SBI My Card International Debit Card comes with an
EMV Chip which provides additional security. To apply for your SBI My Card International
Debit Card, please Login to Internet Banking >> e-Services >> ATM Card Services >>
Request ATM/Debit Card >> My Card, and follow the instructions.
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Use of SBI My Card International Debit Card

• For shopping at over 6 Lakh merchant outlets in India, and over 30 million worldwide.
• For booking movie tickets, bill payments, travel and other online purchases and payments
over the internet.
• For withdrawing cash from SBI ATMs or other ATMs in India and worldwide (ATMs with
MasterCard/Maestro/Visa logo).

8. Magstripe Debit Cardholders - Replacing Magstripe Debit Card to EMV Chip Card.

BENEFITS OF THE EMV CHIP CARD

• Designed to prevent fraud

• Difficult to clone
• Chip and Pin Credit Cards Have sophisticated encryption
As per RBI guidelines, all Magstripe cards need to be replaced with EMV chip cards by 31st Dec
2018.
TYPES OF BUSINESS CARD

1. State Bank Premium-

SBI Premium Debit Cards are one of the select variants of the Cards having complimentary airport
lounge access. The terms & conditions of these facilities are governed by the respective Card
networks (Visa/MasterCard). For further details, please visit respective Card network’s website

Figure No.4
2. State Bank Pride- SBI Debit Card Loyalty Program: Freedom Rewards SBI Pride earns 1
Freedom Rewards point (Reward point) for every Rs. 200/- you shop, dine out, fill fuel, book
travel or spend online. Earn Bonus points on the first three purchase transactions using your
SBI Pride.

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 TYPES OF PRIPAID CARD

1. State Bank Gift Card – Gifting Convenience - Presenting Gifts to Employees and also to
near and dear ones during festive season or on special occasions is an integral and unique
culture in India. Traditionally, gifts have been given in the form of cash or kind. With the
advancement of Banking, Gift Cheques were introduced, allowing the beneficiary to use the
money according to their wishes. These cheques, however, are accepted at the issuing bank
branches only. The State Bank Gift Card, issued in association with VISA International, is
one such product which gives the comfort of convenience and wide acceptability
State Bank Gift Card is a Pre-paid Plastic Card supported by Magnetic-
strip based technology. It is usable at all VISA enabled Merchant Establishments at Point of
Sale by signature and over Internet for e-Commerce transactions by using secure Verified by
Visa. It is a perfect substitute for Gift Vouchers sold by many retail houses as its use is not
restricted to any particular Merchant.

Figure No.5

Features

✓ All State Bank of India Branches: Normal Gift Card for all purposes.
✓ Online through SBI Internet Banking website www.onlinesbi.com for all SBI customers
availing Internet Banking facility: Purpose Specific personalized image-based Gift cards
such as Anniversary gift card, Birthday gift card, Christmas gift card, Congratulation gift
card, Diwali gift card, Durga Pooja gift card, EID Mubarak gift card, Jubilee Wishes gift
card, New Year gift card besides Gift Card for all purposes.”
✓ State Bank Gift Card is not re-loadable
✓ Minimum Amount of Issue Rs. 500 and thereafter in multiples of Re. 1/-
✓ Maximum Amount of Issue: Rs. 10,000/-
✓ State Bank Gift Cards can only be used at VISA enabled Merchant Establishments at Point
of sale and over Internet for e-Commerce transactions by using secure Verified by Visa.
Facility of cash withdrawal is not available on this Card.
✓ Cardholder can view the balance in the State Bank Gift Card and also obtain a transaction
receipt indicating the balance from any State Bank Group ATM in India free of cost and
also online at https://prepaid.onlinesbi.com
✓ The validity of the card is for 3 years from the date of issue.
✓ Daily Transaction Limit No Limit; up to the available balance in the Card.
✓ The Card can also be personalized, upon request by the Corporates for Bulk Issue.
✓ Issuance fee for personalized gift card Rs. 105/- + GST
✓ Issuance fee for non-personalized gift card Rs. 100/- + GST
✓ Gift cards to be issued only by debit to full KYC compliant accounts with SBI.
13
 2. State Bank EZ-Pay Card - Periodic payments made easy –
The State Bank eZ-Pay Card, a Prepaid plastic Card issued in Indian Rupees in association with
VISA International, is an ideal product for making periodical payments. Payment of salaries to
employees, who are required to work at different locations, is generally a difficult proposition for
employers. Cards can be loaded from a single point and the funds are available to the employees
immediately. It is suitable for:
• Disbursement of wages to blue collar workers,
• Bonus to employees/ reimbursement of expenses to staff,
• Periodical payment of incentives to agents/ commission to distributors.
One need not be SBI account holder for purchasing State Bank eZ-Pay Card. Any person, in
individual capacity also, can obtain eZ-Pay Card. The SBI eZ-Pay Card is usable at all State Bank
ATMs through PIN, at Merchant Establishments through by signature and over Internet for e-
Commerce transactions by using secure Verified by Visa. The cardholder need not visit any Branch
to withdraw his money. Balance enquiry can be made free of charge either through State Bank ATMs
or through Internet.
Features

• All State Bank of India Branches

• State Bank eZ-Pay Card is reloadable
• Minimum Amount is Rs. 500 and thereafter in multiples of Re. 1/-, however the balance in
the Card should not exceed Rs. 1,00,000/- at any point of time.
• Maximum Amount: Rs. 1,00,000/-
• State Bank eZ-Pay Card is usable at all State Bank ATMs through PIN, at VISA enabled
Merchant Establishments at Point of Sale and over Internet for e-Commerce transactions by
using secure Verified by Visa.
Eligibility
• Individuals - Can be issued to individuals after taking full KYC documents. These individual
Cards can be loaded/ reloaded by debit to third party accounts of Corporates/customers.
• Corporates - Corporate Cards (cards both personalised & non-personalised, which can be
issued in bulk to corporate clients for onward issuance to their employees at their end) can be
issued to employees/beneficiaries of listed company only. Corporates have to submit KYC
documents of beneficiaries before loading/activating the Cards for use.

3. State Bank Foreign Travel Card- Convenient & Safe foreign travel -State Bank Foreign
Travel Card, is a prepaid Foreign Currency card that makes your foreign trip trouble-free
and convenient. It is a Chip based EMV compliant Card which stores encrypted and
confidential information. It offers you a convenient and secure way to carry cash anywhere in
the world (valid worldwide except in India, Nepal and Bhutan). SBFTC is available in nine
Foreign Currencies viz. US Dollars (USD), Pound Sterling (GBP), Euro (EUR), Canadian
Dollar (CAD), Australian Dollar (AUD), Japanese Yen (YEN), Saudi Riyal (SAR), Singapore
Dollar (SGD) and United Arab Emirates Dirham (AED).
Features

• Issued in association with VISA International and MasterCard Asia/Pacific Pte. Ltd.
• Accepted all over the world except in India, Nepal and Bhutan.

14
 • Available for retail (students, tourists, pilgrims, medical needs, etc) and corporate customers
(Companies, Government Departments, Public Sector Undertakings, etc.).
• Minimum amount of load/Re-load: USD 200/ GBP 120/ Euros 150/ CAD 200/ AUD 200 /
YEN 15,800 / SAR 750 / SGD 250 / AED 750.
• A 24 x 7 call centre to provide information and hot-listing (block) the card in case of loss /
misplacement. Additionally, VISA SBFTC holder may block (temporary / permanent) online
at https://prepaid.onlinesbi.com.
• Card can be used for online transaction (e-commerce) POS payment, ATM Cash withdrawal
beside balance enquiry at ATM. Validation through VBV and use of CVV2 has been made
mandatory in our system for performing e-commerce transaction for ensuring safety of the
money of the cardholder. Ecommerce sites allowing transaction without validating VBV and
CCV2 will be rejected by the bank.
Variants:

• On VISA platform, SBFTC is available as single currency card in eight foreign currencies
viz. US Dollars (USD), Pound Sterling (GBP), Euro (EUR), Canadian Dollar (CAD),
Australian Dollar (AUD), Japanese Yen (JPY), Saudi Riyal (SAR) and Singapore Dollar
(SGD).
• On MasterCard platform, SBFTC is available as Multi Currency card in seven foreign
currencies viz. US Dollars (USD), Pound Sterling (GBP), Euro (EUR), Canadian Dollar
(CAD), Australian Dollar (AUD), Singapore Dollar (SGD) and UAE Dirham (AED).
Eligibility

• Any resident individual {as per definition of FEMA, 1999 Section 2 (V)}, who plans to travel
abroad except Nepal and Bhutan.
• Corporates for their employees whom they plan to send abroad for official purpose subject to
completion of KYC norms.
• Parents/sponsors of the students going abroad for higher studies, in student’s name and can
be subsequently reloaded up to the statutory ceiling, prescribed from time to time under
FEMA guidelines 1999 and subsequent amendments.
• Foreign Nationals residing in India, subject to completion of KYC/FEMA norms.

4. State Bank Achiever Card- Instant Gratification - The State Bank Achiever Card is a
reloadable Prepaid Card usable at Merchant establishments/ Point of Sale through or for online
transactions in India only, Cash withdrawal is not allowed. It is an ideal product for
disbursement of various periodical non cash incentive/payment to employees, agents,
distributors etc. State Bank Achiever Card can be purchased by customers/ non customers; no
prior Banking Relationship is required.
Features

• All State Bank of India Branches

• Minimum & maximum amount of issue: Rs 500 and thereafter in multiples of Re 1/-, however
the balance in the card should not exceed Rs 1,00,000/-.
• Usage: State Bank Achiever Card is usable at all merchant establishments at point of sale and
over internet for e-commerce transactions by using secure verified by VISA.

15
 • Balance enquiry: Cardholder can view the balance in the State Bank Achiever Card and also
obtain a transaction receipt indicating the balance from any State Bank ATM in India free of
cost and also online at https://prepaid.onlinesbi.com
• The validity of the card is for 10 years from the date of issue.
• Daily transaction limit: Cash withdrawal not allowed.
• Daily transaction limit: POS transaction and e-commerce limit are up to the balance available
in the card.
• The card can also be personalized upon request by the Corporates for Bulk issue.
Eligibility

The customer/corporate needs to provide the following documents for purchasing a State Bank
Achiever Card
✓ Dully Filled in Application.
✓ Proof of Identity such as passport, voter ID card, PAN Card etc.
✓ Proof of Residence such as Pass port, driving license etc.

5. SBI NMRC City1 Card- contactless dual interface (EMV chip based) prepaid card
Cashless travels in Noida-Greater Noida Metro - State Bank of India and Noida Metro Rail
Corporation (NMRC) Ltd. introduces to you CITY1 Card. State Bank NMRC CITY1 Card,
is a contactless dual interface (EMV chip based) prepaid card with stored value functionality
for providing a safe, secure and seamless way of payment. Apart from a simple way to pay
fares in the Noida – Greater Noida Metro, this card offers extended usage in Noida Metro
buses as well. Compartmentalization of amount for different utilities such as transit amongst
others is a unique feature of this State Bank NMRC CITY1 Card, which can be used for
purchase of tickets or loading of passes for metro as well as buses, using the store value of the
card.
Features

State Bank NMRC CITY1 Card offers many exciting features and a host of benefits for all your
payment needs within Noida
• Cashless travels in Noida-Greater Noida Metro
• Purchase tickets and store passes for your Metro travel needs.
• Purchase tickets for the Noida buses using the same card
• Chip-protection to ensure better security for your card
• Easy to use Tap-and-Pay functionality.

16
 DIFFRENTE DEDIT CARD & CREDIT CARD

Parameters Debit Card Credit Card

Definition Deducts money directly from Allows you to borrow funds to pay
your saving’s account or your for goods and services.
current account.

Source of funds Your savings bank account or Credit extended to you by your card
current account. issuer. It gives you access to money
you otherwise do not have (like a
very short-term loan).

Spending You can only spend how much Can spend more than what you have.
advantages you have.

Bill There is no bill or statement You get a bill or statement each

month with details of the transaction
you have made.

Payment There is no payment that needs to A bill needs to be paid each month
be made since you are using your since it is being borrowed.
own money.

Fees and Annual fees and PIN regeneration Credit cards have multiple fees
charges fees are applicable. applicable. These include joining
fees, annual fees, late payment fees,
and bounced cheque fees among
others.

Interest There is no interest that is Interest is charged on the outstanding

charged. amount if it hasn’t been paid by the
due date.

Limit to funds You can access any amount up to You can use the only up to the per-set
that can be what is currently credit limit on your card.
accessed

Rewards Typically, the rewards you get are Get to enjoy cashback, air miles, and
minimal reward points which can be redeemed

Privileges Doesn’t come with many Come with numerous dining, retail,
privileges. entertainment, and travel privileges
(depending on the type of card you
have.)

Lost card Protection from theft or loss of Most cards offer 100% lost liability
liability the card is minimal. protection. So, you are not liable for
any unauthorized transactions made.

Table No.1

17
 DIGITAL SERVICES

❖ Internet Banking: - Secure & Fast

www.onlinesbi.com, the Internet banking portal of our bank, enables its retail banking customers to
operate their accounts from anywhere anytime, removing the restrictions imposed by geography and
time. It's a platform that enables the customers to carry out their banking activities from their desktop,
aided by the power and convenience of the Internet.
Features
Using Internet banking services, you can do the following normal banking transactions online:
• Funds transfer between own accounts.
• Third party transfers to accounts maintained at any branch of SBI
• Inter Bank Transfers to accounts with other Banks
• Online standing instructions for periodical transfer for the above
• Credit PPF accounts across branches
• Request for Issue of Demand Draft
• Request for opening of new accounts
• Request for closure of Loan Accounts
• Request for Issue of Cheque Book
• Earn reward points for transactions through Internet Banking
Internet Banking Security Tips
8 Golden Rules to make your Internet Banking experience safe and secure
➢ Change your Password at regular intervals
➢ Access portal by typing www.onlinesbi.com
➢ Do not click on any shortcuts/links
➢ Avoid accessing your account from public places like cyber cafes
➢ Use virtual keyboard to enter user ID and Password
➢ Avoid entering sensitive info in pop-ups
➢ Track your transactions and usage history regularly
➢ Use latest and genuine software on your system with secure settings.

❖ Phone Banking: -

It is a functionality through which customers can execute many of the banking transactional services
through Contact Centre over phone. Registration of Mobile number in account is one of the basic
perquisites to avail Phone Banking.
Services Available Under Phone Banking
Post registration (password generation) of Phone Banking, customer can avail following services over
phone through Contact Centre

• Account related information

o Balance and transaction related details.
o Issue of statement of account for maximum 6 months through post or e-mail.
• Cheque Book issue request
• Stop payment of Cheque
18
 o Single Cheque
o Multi Cheques
• Transfer of funds within SBI accounts between 8.00 AM to 8 PM
o Funds transfer to own accounts within certain limits.
o Funds transfer to third party accounts within certain limits
• Opening of Fixed deposit
o Term deposit
o Special Term deposit
• Interest Certificate by Post or e-mail:
o Home Loan
o Education Loan
o Deposit Interest Certificate
• Mobile Number Updating.
• Tax deducted at source (TDS) information.

❖ Bhim SBI Pay: - Convenient Payments

The bank claims that the BHIM SBI Pay or the UPI App of SBI provides the users, flexibility of
making payments at their convenience 24X7 on all 365 days of the year. The user can transfer funds
using his BHIM SBI Pay app to his friend/relative by knowing only their Virtual Payment Address
(VPA). The receiver of the money need not disclose his account number, IFSC code or any other such
Banking details. One can also do online bill payments, recharges and shopping, etc. using their
smartphones.
MERCHANT QR

• With BHIM SBI Pay – QR code, now accept payments from your customers instantly without
any worries.
• Go digital and grow your business without incurring any additional costs. Provide your
customers the convenience of making payments using their smartphones by simply scanning
the BHIM SBI Pay – QR code. Customers can use any UPI app to make payments for purchase
of goods or services from you.
• Merchants having existing SB/CC/CA account with SBI can approach their Home Branch or
any nearest Branch of SBI to get their BHIM SBI Pay - QR code instantly.
All of the above benefits at ZERO additional costs, without even you having a smartphone.
Get rewarded for getting your BHIM SBI Pay – QR and accepting payments from customers. Earn
up to Rs. 8000 cashbacks for accepting payments on BHIM SBI Pay QR –

Basic reward:

Incentive Condition
Rs. 40 Accept payments of Rs. 100 or more from at least 2 unique
customers through BHIM SBI Pay – QR

19
 Figure No.6
Superstar rewards:
Incentive Condition

Rs. 1000 Accept payments from at least 300 unique customers using the
BHIM SBI Pay – QR
Rs. 5000 Accept payments from at least 500 unique customers using the
BHIM SBI Pay – QR
Rs. 8000 Accept payments from at least 1000 unique customers using the
BHIM SBI Pay – QR
SERVICES

Particulars Details

Availability Android and iOS devices

Transfers or Payments via VPA, QR Code, Account No./IFSC, Aadhaar Number
Timings 24×7
Transaction Limit Rs. 1 lakh/day
or
10 transactions/day

Payment Types Mobile recharge, post-paid bills, DTH recharge, Utility bills, etc.
Other Services ▪ Offers on Food Ordering (with apps like Swiggy, Fresh
Menu, etc.
▪ Bus Bookings
▪ Flight Bookings
▪ Hotel Bookings
▪ Option to Donate

Table No.2

20
 SBlepay: - Quick & Easy Payment
SBI is the only bank to have its own payment aggregation solution – SBIe Pay.
▪ Quick & Easy payment facility to customers on Merchant site.
▪ Diversified and cost-effective payment’s options to Merchants.
▪ Various value-added services such as detailed MIS, user-controlled merchant panel.
Our clientele ranges from Central and State Govt bodies, Govt. and Autonomous department,
educational institutes like colleges, private coaching classes, etc. We provide electronic connectivity
between merchants and customers through various payment channels such as:
➢ Internet Banking
➢ Debit Card
➢ Credit Card
➢ UPI
➢ NEFT
➢ CSCs
➢ Branch Payment

❖ SBI Yono: - Yono- Launched on 16-03-2019, YONO Cash is a unique feature available in the
YONO platform (both on the App as well as the online portal). It enables an account holder to
withdraw money instantly from any of the SBI ATMs and most of SBIs Merchant POS terminals
or Customer Service Points (CSPs) within India without using any physical card or filling up any
physical withdrawal slip. SBI Yono This app can be accessed using your debit card details or
internet banking login details. After creating an account on it, you can
create an mPIN for quick login. Follow the steps stated further to register yourself on
SBI YONO: Services Available in SBI YONO. SBI YONO or You Only Need One app is an all-
in-one mobile application that eliminates the need to have any other app to carry most of the
banking activities.
The YONO user simply needs to login to the YONO platform and use the YONO Cash feature to
generate a reference number and create a dynamic PIN for the cash withdrawal. Customer can then
use the same to complete the transaction and withdraw/obtain the cash from any of the channels i.e.,
ATM, POS terminal or CSP.
SBI MOBILE BANKING SERVICES AVAILBLE

Account Summary Mini Statement mPassbook

E-Statement Download E-Statement Subscription View Bank Account Details

Fund Transfer Quick Transfer & Donations Send mCash via mobile or e-mail
(NEFT/RTGS/IMPS/UPI) ID
Schedule Transaction Add/Manage Beneficiary Open E-Deposits
Mobile Recharge DTH Recharge TDS Enquiry
Bill Payment Manage/ Schedule Bills Submit From 15G/15H

Get/Cancel MMID Cheque Book Request/stop Online Nomination

cheque
Table No.3

21
 SERVICES AVALIBLE

Particulars Details
Account View account balance anytime

YONO Pay ▪ 24×7 fund transfers

▪ Quick bank to bank transfers up to Rs. 10,000
▪ YONO Cash (Withdraw cash up to Rs. 20,000/day at any SBI
ATM without ATM Card)
▪ BHIM UPI (up to Rs. 1 lakh/day using UPI ID or QR Code)
▪ Bill Payments (SBI Credit Card Bill/ Prepaid Bill/ DTH
Recharge/Other Bill Payments)

E-Deposits Create new FD/RD (FD of minimum Rs. 1,000)

Cards ▪ View and manage credit/debit cards

▪ Pay credit card bill
▪ Request a new credit card
▪ Block or Activate Debit Card
▪ Manage PIN
Loans Check loans available (car loan, personal loan, home loan, etc.

Insurance ▪ Link existing policy

▪ Buy new policy
▪ Retrieve Quote/Application

Investments ▪ Create a folio

▪ Invest in Mutual Funds
▪ Check New Fund Offers
▪ Invest through SBICAP Securities.

Table No.4

22
 DAILY TRANSATION LIMIT

Variants Domestic
(in Rs.)

Minimum Maximum

Classic Daily Cash Limit at ATMs 100/- 40,000/-International (Classic

Debit Card can be used only in
India.)

Daily PoS e-commerce No such 50,000/-

Limit limit

Global Daily Cash Limit at ATMs 100/- 40,000/-International (Varies

from country to country, subject to
a maximum of the foreign
currency equivalent of the
Domestic limit.)

Daily PoS e-commerce No such 75,000/-

Limit limit

Gold Daily Cash Limit at ATMs 100/- 50,000

Daily PoS e-commerce No such 2,00,00

Limit limit

Pride Daily Cash Limit at ATMs 100/- 1,00,000

Daily PoS e-commerce No such 2,00,000

Limit limit

Premium Daily Cash Limit at ATMs 100/- 2,00,000

Daily PoS e-commerce No such 5,00,000

Limit limit

Platinum Daily Cash Limit at ATMs 100/- 1,00,000

Daily PoS e-commerce No such 2,00,000

Limit limit

Contactless Daily Cash Limit at ATMs 100/- 40,000

Daily PoS e-commerce No such 75,000

Limit limit

Signature Daily Cash Limit at ATMs 100/- 1,00,000

Daily PoS e-commerce No such 3,00,000

Limit limit

Table No. 5

23
 MARCHANT PROCESS ON CARD PAYMENT

The merchant sends a request for payment authorization to their payment processor.
The payment processor submits transactions to the appropriate card association, eventually
reaching the issuing bank. Authorization requests are made to the issuing bank, including
parameters like CVV, AVS validation and expiration date.

ENTITITIES INVOLVED IN THE

TRANSACTION:
Merchant location: Entity selling goods
and services.
Acquiring Bank: The bank which with
POS terminal at the merchant location.
Card network:RuPay/Visa
/MasterCard, etc.(transaction
routing/settling agency)
Customer / Consumer: Cardholder
Issuing Bank: The bank which has
issued the card to the customer.

Figure No.7

TYPES OF TRANSACTIONS

• ON-US Transaction: issuing bank and the acquiring bank are the same entity
• OFF-US Transaction: issuing bank and acquiring bank are different entities.
PROCESS OF CARD PAYMENT & DIGITAL
TRANSACTION PROCESS:

• A consumer purchases some goods / services and uses a debit / credit card to pay the merchant.
• The merchant (terminal) sends the encrypted transaction data to the acquiring bank system /
switch for authorization.
• The acquiring bank sends the transaction data to the consumer’s (card issuing) bank over the
card payment network
• The issuing bank authenticates the card / cardholder details; based on successful
authentication and after checking availability of balance (for debit card) or credit limit (for
credit card) authorizes the amount and issues an authorization code or declines the transaction.
• The acquiring bank notifies the merchant that the transaction either has been authorized or
declined; the merchant then completes the transaction (if successful, then print receipt and
hand over the goods, etc.

24
 CHAPTER 3

LITERATURE REVIEW

25
 LITERATURE REVIEW

NeeruMundrai, Kamni Tandon, Nidhi Malhotra (2011) excel books found that there is significant
impact on the SBI’s performance due to entry of new private sector banks as the new banks are
profit oriented institutions while traditional banks are operating with the shackles of social
responsibility towards the society. The other reasons that can be attributed are slow technological up
gradation, poor staffing and employment practices which affect long term profitability of public
sector banks. The study revealed that profitability of SBI is lower than that of private sector banks
even predicting of private sector banks (business per employee) is higher than state banks.
MS. Foiza (2013): The development of electronic commerce is growing at a fast pace because of
advancing global infrastructure. To meet these demands businesses, need innovative ways to create
value such as different IT infrastructure, different enterprise architectures and different ways of
thinking about doing business. By adopting technology in banks, it has established the use of different
technology tools in banking. Which enables bank to reduce transaction cost, saving money and also
saving time’s E-Banking refers to deploying banking services over electronic and communication
networks directly to customers. Internet banking provides benefits such as cost saving reaches new
segment of population, efficiency, enhancement of the bank’s reputation and better customer service.
Miss. R. Elavarasi Dr. S. T. Surulivel April (2014) pointed out Customer Awareness and
Preference towards E-Banking Services of Banks (A Study of SBI) . The purpose of this study is
to create customer awareness & to find out what they most preferred e-banking services of banks.
The study has been done in Kumbakonam City comprising a sample size of 200.After the data
collection, researcher has identified which commercial bank provide better service with regards to e-
banking services to customers and also identified satisfaction level of customer view about internet
banking website of banks. The data analysis shows that age, educational qualification, occupation,
income level of customer is significant factor that decide usage of e-banking services of various banks
in the study area.
Subhani in (2008) conducted a study on ‘Plastic Money/Credit Cards Charisma for Now and
Then’. The study was based to find out the charisma of plastic money, its usability and affordability
and its impact on its preference to use. The research found that the preference to use of plastic money/
credit card has its pros and cons with its usability and affordability. According to the consumer
behavior, plastic money is a form of conditioning and acts as a stimulus which qualifies a consumer
to spend. The study shows that the preference to go for plastic money has a positive attitude that it is
easy to use. The perception of credit card usability is associated with a psychological phenomenon
that people are likely to spend less with credit card and spend more with the same amount of cash on
hand in the same budget and this precept also linked with the consumer self-convenience.
JiaLokeYiing (2007) Review of network Economics, December, 6 (4). In his study
“Determinants of merchant participation in credit card payment scheme “aimed at establishment
of the determinants of merchant participation in credit card payment schemes. It is also found that a
merchant’s personal background, type of business and total value of sale plays an important role in
determining a merchant’s acceptance of cards in making payments and it is also found that customer’s
usage of credit cards and other merchants’ acceptance of credit cards in payments have influenced a
merchant’s choice significantly. Findings suggest that non-pecuniary strategic factors are the strong
drivers and barriers to a merchant’s involvement in credit card payments services as compared to the
monetary factors.
DR. ROSHAN LAL, DR. RAJNI SALUJA, December (2012) E-BANKING: THE INDIAN
SCENARIO Electronic banking has emerged from such an innovative development. The objective
of the present paper is to study and analyze the progress made by Indian banking industry in adoption
26
of technology. The progress in e-banking in Indian banking industry is measured through various
parameters such as Computerization of branches, Automated Teller Machines, Transactions through
Retail Electronic Payment Methods etc. Statistical and mathematical tools such as simple growth rate,
percentages and averages etc. are used. The paper concludes that in years to come e-banking will not
only be acceptable mode of banking but preferred mode of banking.
Dr. LekshmiBhai.P.S (2018) E-BANKING IN INDIA - PROBLEMS AND PROSPECTS The E-
Banking services are executed only upon the customer, and these e-banking services would fully
integrate with the core banking solution that is already in usage. The objective of the present paper is
to examine and analyze the problems and prospects of Electronic Banking in India. Keywords: E-
Banking, Information Technology, Internet Banking, India.
Nirmala. R. Sonu (2015): ANALYSIS OF THE USE OF PLASTIC MONEY; highlighted the
advantage of instant transaction as one of the major factors favoring the use of plastic money over
real money by the population today. It has already been highlighted by the study that convenience of
not carrying cash and ease of transaction is one of the major psychologically influencing factors that
encourage the use of plastic money instead of real money. Additionally, the results of the study have
also stressed upon the convenience and ease of use while paying or shopping by plastic money. The
saving of time and the fact that the plastic money seems to be more portable also seems to further the
cause of a possible change in the scenario of money usage in the economy. On the other hand, Security
comes forward as a major cause for concern for the population using plastic money. Therefore, it is
easy to conclude that the population is ready as ever to use plastic money at a greater level due to its
high levels of ease and convenience.
Rupesh Roshan Singh, Navneet Kaur (sept 2019), interaction between Online banking and its
Impact on financial Performance of Banking Sector, Evidence from Indian Public sector banks.
The paper focuses on the effects of online banking based on the performance bank. There are many
industries set up to provide technological assistance to the banks so that this facility easily provides
to the urban as well rural areas of the nation. This paper focus on the effects of online banking based
on the performance of top ten public sector banks in India according to the report of RBI, market
capitalization, total assets of the Indian bank enterprises. For this the financial ratios of the banks
analyzed and this research paper is based on secondary banking data in nature.
Subhani in 2011 conducted a study on the "plastic money / credit cards for prestige between
now and then. “The study was based on knowledge of the charisma of plastic and its impact on the
choice for the use of money. The research found that the preference for the use of plastic money /
credit card has several pros and cons although it is easy to use and affordable. According to the
consumer behavior it is stated that plastic money is a form of motivation for a consumer to spend.
The study suggests that the preference to use plastic money to have a positive relationship with the
easiness of use because the principle of a credit card has been linked to usage with psychological
phenomena that people tend to spend less with a credit card and spend more with the same amount
of cash in hand.
Mandeep Kaur and Kamal Preet Kaur(2008),in their article, “Development of Plastic Cards
Market: Past, Present and Future Scenario in Indian Banks” conclude that Indian banking sector
technology as all the groups of bankers have now recognized it as essential requirement for their
survival and growth in future Despite the strong advances in e-payments, an estimated 90 percent of
personal consumption expenditure in India is still made with cash which indicates the tremendous
growth potential of this business. So, this can be considered as mere beginning which indicates the
bright future prospects of plastic card market in India.

27
 CHAPTER 4

ORGANIZATIONAL PROFILE

28
 ORGANISATIONAL PROFILE

COMPANY PROFILE

SBI Card was launched in October 1998 by the State Bank of India and GE Capital. Incorporated as
SBI Cards and Payment Services Private Limited (SBICPSL), SBI Card is headquartered in Gurgaon,
Haryana. In December 2017, State Bank of India and The Carlyle Group acquired GE Capital`s stake
in SBI Card, post which SBI held 74% while Carlyle held 26% in the Company. Plastic money was
introduced in the 1950s and is now an essential from of ready money which reduces the risk of
handling a huge amount of cash.
The legal name of SBI Card was changed on 20 August ’19, from SBI Cards and Payment
Services Private Limited to SBI Cards and Payment Services Limited, on account of its conversion
from a “Private Limited” company to a “Public Limited” company. In March 2020, SBI Card
became the first pure play credit card company to list on the stock exchanges in India. The aim of
SBI Card is to offer Indian consumers access to a wide range of world-class, value-added payment
products and services. Our endeavor is to simplify the lives of our customers, employees and other
important stakeholders. 1972 - A merchant banking division was set up in the central office to cater
to promotional needs of the corporate sector. As your strategic partner, we provide a broad and
complimentary range of services to address your business needs. Our expertise, insight and
competitive rates in Foreign Currency loans give an edge to your business. We invite you to use our
comprehensive array of strategic and financial advisory services including mergers and acquisitions,
Bilateral Foreign Currency Loans, Syndicated Loans.
Vision
Be the Bank of Choice for a Transforming India
Mission
Committed to providing Simple, Responsive and Innovative Financial Solutions
Values
✓ Service
✓ Transparency
✓ Ethics
✓ Politeness
✓ Sustainability

LOUNCHED CARD

• 2002: First partnership with a public sector bank.

• 2003: SBI Card launches 8 Cities Affinity Cards with special tie-ups and offers.
• 2006: SBI Card launches SBI Railway Card for Indian Railway travellers.
• 2006: The launch of co-brand cards, SBI SpiceJet Card and TATA Cards, India’s first loyalty
cum credit card
29
 • 2010: SBI Platinum Card launched.
• 2011: Launches chip-based EMV Cards.
• 2012: Launches SBI Signature Card for HNIs.
• 2013: SBI Card launches the Air India SBI Signature Card and the Air India SBI Platinum
Card.
• 2014: Launch of fbb SBI STYLEUP Card.
• 2015: Launch of Simply SAVE and Simply CLICK SBI Card.
• 2016: Launch of SBI Card ELITE.
• 2017: Launch of Central SBI Card. SBI Card Unnati, Tata Star Card and BPCL SBI Card.
• 2018: Launch of Doctor’s SBI Card and Apollo SBI Card.
• 2019: Launch of SME Business Card, OLA Money SBI Credit Card, Etihad Guest SBI Card
and Allahabad Bank SBI Card.
• 2020: In February 2020, SBI card offered the biggest Initial public offering of 2020.
• 2020: SBI Card launches Lifestyle HC SBI Card, Max SBI Card and Spar SBI Card with
Landmark Group.
AWARDS
1. Awarded “VISA Global Service Quality Award for Pursuit of Excellence Global Fraud Rates
2018” by VISA.
2. Awarded “Gold Winner: Customer Service Team of the Year” as part of Golden Bridge
Awards, 2019.
3. Awarded “Best Loyalty Program in Financial Sector: Non-Banking – 2019” under Customer
Loyalty Awards.
4. Awarded VISA Recognition “Champion Security Award”, South East Asia for Excellence in
Fraud Risk Management, 2019 as part of VISA Security Summit Awarded “Gold Winner:
Customer Service Department of the Year” as part of Golden Bridge Awards, 2019.
5. Awarded ‘Iconic Brand of India 2020’ at the Economic Times Best Iconic Brands digital
event, 2020.
6. Awarded in the category of “Analytics/Big Data” as part of the DELL Technologies BFSI
Technology Conclave, 2020.
SBI GROUP STRUCTURE
NON-BANKING SUBSIDEARIES/JOINT VENTURE

Name of the subsidiary Ownership % Of PAT

company
(SBI Interest) Ownership FY2020

SBI Cards and Payment 652.63 69.51% 1,245 (EX COVID

Services Limited (2020) 1,662)

SBI Cards and Payment 619.54 74% 788 .00

Services Limited (2019)

SBI Cards and Payment 581 74% 363

Services Limited (2018)

Table No.6

30
ORGANIZATIONAL STRUCTURE OF SBI: -

The organizational structure of SBI is functional type. The organizational is department on the basis
of function profile as shown in figures department like Finance, Securities, Operations, and Planning
& Development. SBI being a public sector bank has a well-defined hierarchy of authority and clearly
defined responsibilities. The Bank follows the predefined rules and procedures in decision-making.
ORANGISATION PROFILE

Figure No.8
The following is the SBI Organizational structure.

• Chairman,
• Managing Directors,
• Deputy Managing Directors,
• Chief General Managers,
• General Managers,
• Deputy General Managers,
• Assistant General Managers,
• Chief Managers,
• Managers,
• Deputy Managers,
• Assistant Managers,
• Probationary Officers,
• Clerical Staff, Sub Staff.
Chairman and Managing Directors is only applicable for SBI. The Org Structure of its associate
banks ends in Deputy Managing Directors. The head of the associate banks will be Deputy
Managing Directors.

31
 CHAPTER 7

RESEARCH METHODOLOGY

32
 RESERCH METHODLOGY

METHODOLOGY
TYPE OF RESEARCH
Quantitative Research: This quantitative study gathered information from the Financial Statements
of the bank. The years that were considered were 2018 to 2020. Profitability ratio is defined as per
the values added on the basis of the annual report of SBI bank. In addition, uses computational and
statistical process to collect and analyzed data. This method uses close ended question because
researchers are typically looking to gather statistical data. Online survey, questionnaires, and polls
are preferable data collection tools.
PURPOSE OF RESEARCH
Descriptive Research: A Descriptive research focuses on expanding knowledge on current issues
through a process of data collection. Due to changing technology, there is two main purpose of study
assessed the PLASTIC MONEY of electronic banking on the profitability. In addition, to find out
customer opinion regarding e- services of SBI. The data does not answer the questions about how/
when/ why the characteristics occurred.
PRIMARY DATA: A questionnaire is used as a tool the systematic collection of relevant
information. A questionnaire consisting of simple question has been prepared. The questionnaire
prepared consists of close-ended questionnaire. The questionnaire collected in terms of related only
of SBI bank Cards and Digital services.
➢ Multiple choice
SECONDARY DATA: the major source of secondary data is research paper, annual report published
by bank & company website.
SAMPLING METHOD: the sampling method adopted for study is convenience sampling.
SAMPLE SIZE: the response of 40 SBI customer account holder was collected
TOOL USED: MS-Excel & In this study we will use both the ROE and the ROA for measuring
profitability as we are working in the same sector.

• ROA = Net Income / Total Assets

• ROE = Net Income / Total Equity
• Margin = Net interest revenue / Total Assets

33
 CHAPTER 8

DATA ANALYSIS

34
 DATA ANALYSIS AND INTERPRITATION

1. Would you use your mobile phone to do your banking?

Percentage No of response
YES 75% 30
NO 20% 10
Total 100 40

80%

75%
70%

60%

50%

40%

25%
30%

20%

10%

0%
NO YES

INTERPRITATION

From the above diagram it is found that majority of the respondents are yes when compare
To that yes and no for Phone-Banking. This diagram yes responses 75% and No responses 25% so,
phone-banking majority responses yes.

35
2. Which card services do you like, SBI Bank?

Percentage No of response
Debit Card 50% 20
Credit Card 17.5% 7
Business Card 15% 6
Prepaid Card 17.5% 7
Total 100 40

17.5%

Debit Card
Credit Card
15% 50%
Business Card
Prepaid Card

17.5%

INTERPRITATION

This diagram found the any types card which type like card services this people majority of Debit
card show the 50% and second majority in Prepaid card same of the Business card show the 17.5%
and Third like this card services Business card only business man using this card so few people
business card services like this 15%.

36
3. Do you give any application of E-Commerce like...?

Percentage No of response
Bhim Pay 12.5% 5
Internet Banking 30% 12
Yono App 37.5% 15
SBle Pay 20% 8
Total 100 40

40.00% 37.5%

35.00%
30%
30.00%

25.00%

20.00%
20%
15.00%

10.00% 12.5%

5.00%

0.00%
Bhim Pay Internet Banking Yono App SBle Pay

INTERPRITATION

This line graph shows in E-Commerce banking like... this people Majority response of Yono App
37.5% second response of internet banking like people 30%, next like use SBle Pay 20% and Bhim
pay 12.5%.

37
4. Opinion of E-Commerce services of SBI Bank.

Percentage No of response
Good 50% 20
Average 47.5% 19
Bad 2.5% 1
Total 100 40

50%
47.5%
50%
45%
40%
35%
30% Good

25% Average

20% Bad

15%
10% 2.5%
5%
0%
Good Average Bad

INTERPRITATION

The show in graph find to opinion E-Commerce services of majority of response 50%, Average 47.5%
and Bad response 2.5% All response’s shows in table format.

38
5. Which bank your preference online services?

Percentage No of response
ICICI Bank 10% 4
SBI Bank 55% 22
HDFC Bank 10% 4
Others 25% 10
Total 100 40

25% 10%

ICICI BANK
SBI BANK
HDFC BANK
OTHERS

10%
55%,

INTERPRITATION

This pie chart shows in preference of online services people responses highly majority of SBI BANK
55% and second others bank 25%, HDFC and ICICI BANK 10%. So, like to services of highly
preference of SBI BANK.

39
6. What bank you feel about like services quality of your bank?

Percentage No of response
Highly Satisfied 27.5% 11
Satisfied 57.5% 23
Dissatisfied 2.5% 1
Moderate 12.5% 5
Total 100 40

70.00%

57.5%
60.00%

50.00%

40.00% Highly Satisfied

27.5% Satisfied
30.00%
Moderate
20.00% Dissatisfied
12.5%
10.00%
2.5%
0.00%
Highly Satisfied Moderate Dissatisfied
Satisfied

INTERPRITATION

This graph shows in the above response majority of satisfied 57.5%, in SBI bank feel about like
services quality of bank second majority Highly satisfied 25.5% and moderate response 12.5%,
lowest response 2.5%

40
7. Please selected the reason application which online banking?

Percentage No of response
Convenience 17.5% 7
To save time 40% 16
24 hours access to accounts 17.5% 7
Others 25% 10
Total 100 40

45.00%
40%
40.00%

35.00%

30.00%
25%
25.00%
17.5%
20.00%

15.00% 17.5%
10.00%

5.00%

0.00%
Convenience To save time 24 hours access to Others
accounts

INTERPRITATION

This line graph shows in the highly response 40% To save time of reason application online banking
second shown in the others 25%, and 17.5% of Convenience same as 24 hours to access to accounts
responses.

41
8. Are you aware of products and services provided by SBI.

Percentage No of response
Yes 75% 30
No 10% 4
Maybe 15% 6
Total 100 40

80%

70%

60%

50%
Yes
40% No
May be
30%

20%

10%

0%
Yes No May be

INTERPRITATION

This above graph shows in the SBI bank provided products and services use and like people find the
responses like to services aware the products majority of yes 75% and No responses 10% and may
be responses 15%.

42
THE PERFORMANCE OF INTERNET SERVICES

Key Performance Indicators 2017-18 2018-19 2019-2020

New user registration 94.63 129.23 735 lakhs

Transaction Volume 156.56 162.06 158 crores

Transaction Value 95,07,340 127,77,976 1,33,62,855

Table No.7

• Transaction volume records the number of transactions taking place during a period of time.
• Transaction value means price actually paid.

State Bank of India continues to grow and lead the digital banking space propelled by the enhanced
outreach of ‘Online SBI’ across all customer segments. The channel has expanded its footprint with
over 94.63 ,129.23 and 735 lakhs in march, 2020 is now available in 8 regional languages, apart from
English and Hindi. With introduction of new features and several add-ons provided in ‘Online SBI’
to enhance cost comfort and experience, the platform handled transaction volume exceeding 156.56
at 2018, 162.06 at 2019 crore, and 158 crores in march 2020 with transaction value of nearly 95.07
lakh at 2018, 127.78 lakh at 2019, 1,33,62,855 crore at march 2020. This channel is being
continuously upgraded with state-of-art security feature and functionalities to bring bank and shop
both at your fingertips.

43
THE PERFORMANCE OF PLASTIC MONEY
ATMs

2020 •59541
2019 •58415
2018 •58555
Figure No.9
State bank of India has one of the largest ATM networks in the world with total 59541, 58415, 58555
ATMs including Automated Deposit at the end of year 2018,2019 & 2020 respectively. To provide
24x7 cash deposit and withdrawal facilities. Nearly, 36% of the financial transactions of SBI Bank
are routed through ATMs/ ADWMs. With a market share of 28.73% (as per RBI Data) in ATM
network in India, it transacts 50.81% of the country’s total ATM transactions.

PLASTIC CARD OF DEBIT CARD AND CREDIT CARD

NAME OF CARDS 2020 2019 2018

Credit card 105.48 82.71 62.58

Debit card 2,781.34 3,162.63 2,784.68

Table No.8

From the above table total number of debit and credit card of state bank of India during 2018 to 2020.
The credit card 62.58 lakh,82.71 lakh and 105.48 lakh in the year 2018,2019 and 2020 respectively.
debit card 2,781.34 lakh, 3,162.63 lakh, 2,784.68 lakh in 2018,2019 and 2020 respectively.

44
PERFORMANCE OF YONO SBI APP

2020
• 45+ million (Total Downlods of Yono aap)
• 21+ million (Total Yono aap Registration)
• 29.42% (Market Shares in debit card spends)

2019
• 2 Crore (Total Downlods of yono Aap)
• 73.49 Lakh (Total Yono aap Registration)
• 29.89% (Market Shares in debit card spends)

2018
• 4.37 million (Total Downlods of yono Aap)
• 1.49 million (Total Yono aap Registration)
• 30.40% (Market Shares in debit card spends)

Figure No.10
✓ In 2020, There has been an increase in the daily registrations from an average of 15,000 per
day to 70,000 per day towards the end of FY2020. The total numbers of registered users grew
from 7.75 million to 21.2 million by March, 2020. YONO has achieved~46.4 million downloads
as on 31st March, 2020 The daily active user base on YONO peaked to 6 million logins per day,
with an average of 3 million (average 1 million in FY2019). The App’s rating on Android is at
4.09 and 2.8 on iOS.

✓ In 2019,2 crores + application downloads, 73.49 lakh Registrations. App rating on Android is
at 3.7 and 2.8 on iOS. 10 lakhs + daily logins

✓ In 2018,4.37 million downloads and 1.49 million registration of mobile banking as YONO SBI.

45
STATE BANK OF INDIA P&L A/C
As on 31st 2018 TO 2020

-- in Rs. Cr.
Particulars Mar '20 Mar '19 Mar '18

Income

Interest Earned 257,323.59 242,868.65 220,499.32

Other Income 45,221.48 36,774.89 44,600.69

Total Income 302,545.07 279,643.54 265,100.01

Total Expenditure 288,056,96 278,781.31 271,647.46

Interest expended 159,238.77 154,519.78 145,645.60

Operating Expenses 118,504.07 69,823.86 59,818.51

Provisions & Contingencies 53,644.50 54,573.80 66,058.41

Total Expenses 331,387.34 278,917.44 271,522.52

Net Profit for the Year 14488,11,06 862,22,98 6547,45,37

Table No.9

46
BALANCE SHEET
As on 31st 2018 TO 2020
-- in Rs. Cr.
Particulars Mar '20 Mar '19 Mar '18

Capital and Liabilities:

Total Share Capital 892.46 892.46 892.46

Equity Share Capital 892.46 892.46 892.46

Total Shareholder Fund 232,007.43 220,913.82 219,128.56

Reserves 207,352.30 195,367.42 193,388.12

Deposits 3,241,620.73 2,911,386.01 2,706,343.29

Borrowings 314,655.65 403,017.12 362,142.07

Total Debt 3,556,276.38 3,314,403.13 3,068,485.36

Other Liabilities & Provisions 163,110.10 145,597.30 167,138.08

Total Liabilities 3,927,631.24 3,656,260.31 3,429,904.02

Assets

Cash & Balances with RBI 166,735.78 176,932.42 150,397.18

Balance with Banks, Money at Call 84,361.23 45,557.69 41,501.46

Advances 2,325,289.56 2,185,876.92 1,934,880.19

Investments 1,046,954.52 967,021.95 1,060,986.72

Other Assets 289,613.55 266,327.70 226,994.20

Total Assets 3,927,631.25 3,656,260.31 3,429,904.01

Table No.10

47
KEY FACTORS OF BALANCE SHEET

Particulars Mar '20 Mar '19 Mar '18

Total Share Capital 892.46 892.46 892.46

Total Liabilities 3,927,631.24 3,656,260.31 3,429,904.02

Total Assets 3,927,631.25 3,656,260.31 3,429,904.01

Investments 1,046,954.52 967,021.95 1,060,986.72
Total Card payment (Cr.) 211.95 191.69 135.83
Table No.11

INTERPRITATION

To study the after-analysis State bank of India balance sheet & profit and loss ac. Show the above
key factors using the card force& profitability ratio finding how many Total number of card force in
lakhs, number of Transaction in crore, Total spending, Market share and Total all over plastic money
services profit on SBI bank. Card force increase the growth that basis profitability including ROE,
ROA, and net margin growth increase on that basis State Bank of India profit also incredible.

CARD FORCE DATA ANALYSIS

SBI Cards Data FY18 FY19 FY20

Total Profit (Cr.) 135.83 191.69 211.95

Number of Total cards in Force (in lakhs) 63 83 1(cr)

Number of Transactions (in crore) 21.2 28 36

Total Spend (in crore) 77023.2 103835.3 2000942

Market Share 16.7% 17.6% 18.2%

Table No.12

48
 250

211.95

200 191.69

150 135.83

100

50

0
2018 2019 2020

Figure No.11

INTERPRITATION

This above line graph shows in last three years 2018-2020 so, 2018 profit 135.83, 2019 profit 191.69
and 2020 profit 211.95 and others card force show in table Number of Total cards in Force (in
lakhs)2018 show in 63 (lakhs) 2019 show in 83 (lakhs) and 2020 1 (crore). Number of Transactions
(in crore)2018 show this table 21.2 (Cr), 2019 - 28 (Cr), and 2020 – 36 (Cr). Total Spend (in crore)
2018 – 2020 show in 77023.2 (Cr), 103835.3(Cr), 2000942(Cr). Market Share increase growth 2018-
2020. Show in 2018 - 16.7%, 2019 – 17.6%, 2020 – 18.2%.

PROFITABILITY RATIO

This research is the assessment the PLACTIC MOANY Profitability, a study of state bank of India.
To determine how E-banking yearly growth of SBI card the profit of the bank, the researchers needed
to calculate the Return on Assets, Return on Equity and Net Profit Margin, for 2018, 2019 & 2020.

• Return on Assets = Net Income / Total Assets

• Return on Equity = Net Income / Total Equity
• Margin = Net Interest Revenue / Total Assets

49
 Total assets of your Bank have increased by 7.35% from `36,80,914.25 crore at the end of March
2019 to `39,51,393.92 crore as at the end of March 2020. Cost to income ratio has improved by 324
bps i.e., from 55.70% in FY19 to 52.46% in FY20. Return on Assets too increased by 36 bps YoY to
0.38% in FY20 from 0.02% in FY19.

Year 2028 2019 2020

ROA -0.18% 0.02% 0.38%

ROE -2.33% 0.76% 7.74%

Net Profit Margin -2.96% 0.35% 5.63%

Table No.13

10.00%

7.74%
8.00%

5.63%
6.00%

4.00%
0.38%
2.00%
0.76%
0.35%
0.02%
0.00%
-0.18%
-2.23%
-2.00% -2.96%

-4.00%
ROA ROE NET PROFIT MARGIN
2018 -0.18% -2.23% -2.96%
2019 0.02% 0.76% 0.35%
2020 0.38% 7.74% 5.63%

Figure No.12

50
INTERPRITATION

From the table above it can be observed that from 2018 &2019 the two years before the introduction
of electronic banking, there was a fall in return on assets from -0.18% to 0.02% and then it increased
to 0.38%. In the same period return on equity also fell from –2.33% to 0.76% and also increased in
7.74% in 31st March 2020. Net profit margin fell by -2.96%, which further reduced again the
following year by 0.35%. In 2020 when electronic banking was introduced, net profit margin
increased sharply from 5.63%. The same down-up trend happened to return on equity, falling from -
2.33% to 0.76% and went up to 7.74%.

51
 CHAPTER 9

FINDINGS AND OBSERVATIONS

52
 FINDINGS

➢ Plastic money services affect the card force &profitability of the state bank of India. There
was a significant increase in the net profit margin of the bank in the year (2020).
➢ After data analysis find out the types card and digital services find the charges and daily
limitation of card transaction.
➢ To study the understand Plastic money transaction process, Card payment and digital
services in going through merchant. This profit show in merchant State Bank of India.
➢ To analysis the collect the Coinvent responses of SBI customer. Primary data the customer
uses mostly plastic money, card, digital services, mobile banking is above75%, find out the
customer. The customer using majority of debit card is 50% it is greatest than the other card
and the average of YONO SBI is the application of mode being very satisfied the percentage
is 37.5%.
➢ Find the Primary data customers responses Over all opinion of the service provide by the
bank. Customer responses average 47.5%. showing the data highly preferences 55% is best
service provider is SBI bank.
➢ The satisfaction level of uses of service 57.5%.the use of service because of the save of
time. In the stage of satisfaction usage of plastic money services are purely satisfied
customers. It is more than the other services user like ATM, internet banking, mobile
banking the satisfaction.
➢ Find out the analysis of card force data an increasing profit ability of ROE, ROA, net
margin and positives affect to the SBI BANK.

53
 CHAPTER 10

LEARNING OUTCOMES

54
 LEARNING OUTCOMES

• Plastic money services Facility and Plastic money product to Card and Digital Services
customer like the other bank compare to most of rewardz and best features very different
most of services online provided to customer for State Bank of India.
• Increasing technology has attracted customers towards Plastic money services facilities.
Customers now being aware of technology are more satisfied facilities provided by bank.
• Besides this banking services are available 24/7 with more security & privacy for customers
& banks as well along with the convenience to operate.
Plastic money services have also affected on the financial performance positively as it
avoids waste of time & provided advantages like ease of access.
• This change has led banking sector to maximize profitability by improving performance &
utilizing its sources in better ways.
• In comparison of traditional banking services &Plastic money it has been seen that adopting
new technologies can impact on all the factors positively by allowing easier ways to
perform.

55
CHAPTER 11

LIMITATIONS

56
 LIMITATION

✓ The present study on PLASTIC MONEY OF SBI BANK only focuses on the extend of
plastic money services of SBI and their performance towards the only SBI customer.
✓ The study was done in SBI bank sample size of 40, the credibility of the project is not
assured.
✓ Only certain statistical test could be applied to validate the result of the study.
✓ The study is based on quality and originality of secondary data taken through the official
website of SBI is considered as another limitation of study.

57
 CHAPTER 12

CONCULSION AND SUGGESTIONS

58
 SUGGESTIONS & RECOMMENDATION

• The use of Plastic Money more and moraine raising for online payment. The bank should
provide more ATM facilities these should be placed at vantage locations within the city to
reduce distance and time use in access the facility.
• The main reason for the increases in plastic money is that the customers using the online
facilities for the save the time. Marketing and education of E-banking services and products
should be intensified to attract more customers.
• The bank should conduct further research to find new plastic money products to attract and
to retain their current customers.
• Awareness about Plastic money services of SBI is moderate the bank must take necessary
steps to make customers more aware about the provisions of Plastic money services.
• In order to increase the knowledge about plastic money services of SBI among customers
bank can conduct more promotion techniques. To ensure customer loyalty the bank can
provide better facility according to the needs and convenience of customers.
• Though the Plastic money services is an effective tool but many of the customers are not
using it due to the awareness of the particular direct banking services Now the responsibility
lies with the bank to make them aware about various plastic money services through
publicity and advertisements.
• It has been observed that even the customers who know about Plastic money services are not
using this facility due to misconception and lack of information. These customers should be
targeted by the bank and must be convinced to use the same. The bank may improve
existing facilities to spread awareness about computer and net banking.
• The best way to motivate the customer to use the plastic money services is the most efficient
customers care services with customer satisfaction.

59
 CONCULSTION

• The state bank of India provided the Plastic money services provided the products to
customers using the facilities for plastic money. customer using plastic card services like
the products so, increases the SBI growth.
• The introduction of plastic money had a positive effect on the profitability of the bank
since it was introduced. It has also improved the banks customer relationship by
rendering effects services.
• The services of mobile banking provided by SBI bank. Awareness among for internet
banking.
• Banks began to use earing technology to provide better qualities services to the
customers at less cost and greater speed.

60
 CHAPTER 13

BIBLOIGRAPHY

61
 BIBLOGRAPHY

➢ SBI_ANNUAL REPORT 2018, 2019 & 2020

➢ NeeruMundrai, Kamni Tandon, Nidhi Malhotra (2011)
➢ MS. Foiza (2013): The development of electronic commerce
➢ Miss. R. ElavarasiDr.S.T.Surulivel April (2014) pointed out Customer Awareness and
Preference towards E-Banking Services of Banks (A Study of SBI) .
➢ Huang, Haibo (2005) reveals that the successful introduction electronic money and e-
banking services depend mainly on people acceptance.
➢ Subhani in 2008 conducted a study on ‘Plastic Money/Credit Cards Charisma for Now and
Then’.
➢ JiaLokeYiing (2007) Review of network Economics, December, 6 (4). In his study
“Determinants of merchant participation in credit card payment scheme"
➢ DR. ROSHAN LAL, DR. RAJNI SALUJA, December (2012) E-BANKING: THE INDIAN
SCENARIO
➢ Dr.LekshmiBhai.P.S (2018) E-BANKING IN INDIA - PROBLEMS AND PROSPECTS
➢ Nirmala. R. Sonu (2015): ANALYSIS OF THE USE OF PLASTIC MONEY
➢ Rupesh Roshan singh, Navneet kaur (sept 2019), interaction between Online banking and its
Impact on financial Performance of Banking Sector,
➢ Subhani in 2011 conducted a study on the "plastic money / credit cards for prestige between
now and then."
➢ Anupama Sharma (2012) in her research paper “Plastic card frauds and the
countermeasures.

Website

www.sbi.co.in/web/business/corporate-banking/profile - 10/9/2020
www.sbicard.com/en/who-we-are/annual-reports.page - 10/9/2020
www.sbi.co.in/corporate/AR1819/download-annual-report.html - 25/9/2020
www.sbi.co.in/web/personal-banking/digital/internet-banking - 29/9/2020
https://www.sbi.co.in/web/personal-banking/digital/internet-banking - 2/10/2020
https://www.sbi.co.in/web/personal-banking/cards/debit-card/sbi-classic-debit-card - 5/10/2020
https://www.business-standard.com/article/finance/sbi-to-promote-plastic-money -12/10/2020

62
 ANNEXURE

1. Would you use your mobile phone to do your banking?

• Yes
• No
2. Which card services do you like, SBI Bank?
• Debit Card
• Credit Card
• Business Card
• Prepaid Card
3. Do you give any application of E-Commerce like...?
• Bhim Pay
• Internet Banking
• Yono App
• SBle Pay
4. Are you aware of products and services provided by SBI?
• Yes
• No
• May be
5. Opinion of E-Commerce services of SBI Bank.
• Good
• Average
• Bad
6. Which bank you preference online services?
• ICICI BANK
• SBI BANK
• HDFC BANK
• Other
7. What bank you feel about like services quality of your bank?
• Highly Satisfied
• Satisfied
• Dissatisfied
• Moderate
8. Please selected the reason application which online banking?
• Convenience
• To save time
• 24 hours access to accounts
• Others

63