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MBA Final year Project - Customer satisfaction

Submitted in the partial fulfi...
(Established under Section 3 of UGC Act, 1956)
I “VIJENDRA KUMAR” hereby declare that the project report entitled

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MBA Final year Project - Customer satisfaction

  2. 2. [2] SATHYABAMA UNIVERSITY (Established under Section 3 of UGC Act, 1956) JEPPIAAR NAGAR, RAJIV GANDHI SALAI, 600 119 DEPARTMENT OF MANAGEMENT STUDIES BONAFIDE CERTIFICATE This is to certify that this Project Report is the bonafide work of Mr. VIJENDRA KUMAR Reg.No 2941603 who carried out the project entitled “CUSTOMER SATISFACTION TOWARDS THE PRODUCTS AND SERVICES OF AXIS BANK” under our supervision from DECEMBER 2010 to FEBRUARY 2011. Internal Guide External Guide MRS. KRISHNA PRIYA Head of the Department DR.VAISHALI.C.MAHAJAN Submitted for Viva Voce Examination held on_________________ Internal Examiner External Examiner
  3. 3. [3] DEPARTMENT OF MANAGEMENT STUDIES DECLARATION I “VIJENDRA KUMAR” hereby declare that the project report entitled “CUSTOMER SATISFACTION TOWARDS THE PRODUCTS AND SERVICES OF AXIS BANK” is done by me under the guidance of MRS.KRISHNA PRIYA at is submitted in partial fulfillment of requirements for the award of the degree in MASTER OF BUSINESS ADMINISTRATION. DATE; PLACE: SIGNATURE OF THE CANDIDATE
  4. 4. [4] ACKNOWLEDGEMENT First and foremost, I express my sincere gratitude to our beloved Chancellor Thiru. Dr. JEPPIAAR, MA, B.L PhD, and also heartfelt thanks to our Directors Thiru Marie Johnson, B.E, MBA and Mrs. Mariazeena Johnson, B.E, MBA for providing the necessary facilities for the completion of my project. I am indebted to the head of department, Dr. Vaishali.C.Mahajan,M.B.A,PhD for have been a constant source of support and encouragement for the completion of the project. I also express my sincere thanks to my internal guide. MRS.KRISHNA PRIYA MBA., MFC., M.phil., (PhD) her constant guidance and supervision during the period of my project work. MY words of acknowledgement will never convey my sense of appreciation to all the DM and ADM of the store for their support and cooperative in various ways and providing ideas.
  5. 5. [5] CONTENTS CHAPTER NO. TITLE PAGE NO. List of tables List of charts 1. INTRODUCTION 1.1 Objectives of the study 1.2 Need for the study 1.3 Limitations of the study 2. PROFILE OF THE COMPANY Industry profile Company profile 3. REVIEW OF LITERATURE 4. RESEARCH METHODOLOGY 5. DATA ANALYSIS AND INTERPRETATION 6. FINDINGS,SUGGESTIONS & CONCLUSION 6.1Findings of the study 6.2 Suggestion for the study 6.3 conclusion for the study 6.4 Bibliography
  6. 6. [6] LIST OF TABLE S.NO PARTICULARS PAGE NO 1 Gender of the respondents 54 2 Age of the respondents 56 3 Educational qualification of the respondents 58 4 Occupation of the respondents 60 5 Monthly income of the respondents 62 6 No. of respondents having bank accounts 64 7 Reason for choosing axis bank 66 8 Time associated with the bank 68 9 Respondents relationship with the bank 70 10 Respondents using products and services of axis bank 72 11 Satisfaction of the using respondents 74 12 Comparison of axis bank with other banks 76 13 Respondents satisfied with employee’s attention 78 14 Respondents satisfied with working schedule of bank 80 15 Respondents opinion towards the services 82
  7. 7. [7] LIST OF FIGURE S.NO PARTICULARS PAGE NO 1 Gender of the respondents 55 2 Age of the respondents 57 3 Educational qualification of the respondents 59 4 Occupation of the respondents 61 5 Monthly income of the respondents 63 6 No. of respondents having bank accounts 65 7 Reason for choosing axis bank 67 8 Time associated with the bank 69 9 Respondents relationship with the bank 71 10 Respondents using products and services of axis bank 73 11 Satisfaction of the using respondents 75 12 Comparison of axis bank with other banks 77 13 Respondents satisfied with employee’s attention 79 14 Respondents satisfied with working schedule of bank 81 15 Respondents opinion towards the services 83
  9. 9. [9] INTRODUCTION Consumer banking plays an important role in banks’ profitability. Although the growing economy and further improvements in the level of household income have created many opportunities for consumer banking, there is also increasingly strong competition amongst the financial institutions due to the liberalization and globalization of the banking industry. In order to remain competitive, banks have to take steps to introduce new consumer banking products and services that will make banking more convenient and accessible to the public.
  10. 10. [10] 1.1OBJECTIVES OF THE STUDY The main objectives of this study are: To study on customer satisfaction. To study on products they delivered to the customers and how are the services, while delivering the product and maintaining the customers. To analysis with competitor’s bank by comparing with product and services provided to the customers. To study on maintenance of products and services effective manner by this customer will be satisfied. To study on how much faster services provided by bank if any mistake happened.
  11. 11. [11] 1.2NEED FOR THE STUDY This study is needed to find out the customer satisfaction towards the products and services of Axis Bank and its importance to customer as well as to bank. The study of this topic will help to get the knowledge of product and services of Axis bank and also measure the satisfaction level of customer from that products and services. As the study contains the 360 degree information regarding Axis bank and also a comparative analysis from the other private bank, Hence the study will lead to new way to tackle the problems and SWOT of Axis bank in respect of product and services.
  13. 13. [13] HISTORY OF BANKING INDUSTRY Banking in India originated in the first decade of 18th century with The General Bank of India coming into existence in 1786. This was followed by Bank of Hindustan. Both these banks are now defunct. The oldest bank in existence in India is the State Bank of India being established as “The Bank of Bengal" in Calcutta in June 1806. A couple of decades later, foreign banks like Credit Lyonnais started their Calcutta operations in the 1850s. At that point of time, Calcutta was the most active trading port, mainly due to the trade of the British Empire, and due to which banking activity took roots there and prospered. The first fully Indian owned bank was the Allahabad Bank, which was established in 1865. By the 1900s, the market expanded with the establishment of banks such as Punjab National Bank, in 1895 in Lahore and Bank of India, in1906, in Mumbai - both of which were founded under private ownership. The Reserve Bank of India formally took on the responsibility of regulating the Indian banking sector from 1935.After India's independence in 1947; the Reserve Bank was nationalized and given broader powers. EARLY HISTORY At the end of late-18th century, there were hardly any banks in India in the modern sense of the term. At the time of the American Civil War, a void was created as the supply of cotton to Lancashire stopped from the Americas. Some banks were opened at that time which functioned as entities to finance industry, including speculative trades in cotton. With large exposure to speculative ventures, most of the banks opened in India during that period could not survive and failed. The depositors lost money and lost interest in keeping deposits with banks. Subsequently, banking in India remained the exclusive domain of Europeans for next several decades until the beginning of the 20th century.
  14. 14. [14] The Bank of Bengal, which later became the State Bank of India. At the beginning of the 20th century, Indian economy was passing through a relative period of stability. Around five decades have elapsed since the India's First war of Independence, and the social, industrial and other infrastructure have developed. At that time there were very small banks operated by Indians, and most of them were owned and operated by particular communities. The banking in India was controlled and dominated by the presidency banks, namely, the Bank of Bombay, the Bank of Bengal, and the Bank of Madras - which later on merged to form the Imperial Bank of India, and Imperial Bank of India, upon India’s independence, was renamed the State Bank of India. There were also some exchange banks, as also a number of Indian joint stock banks. All these banks operated in different segments of the economy. The presidency banks were like the central banks and discharged most of the functions of central banks. They were established under charters from the British East India Company. The exchange banks, mostly owned by the Europeans, concentrated on financing of foreign trade. Indian joint stock banks were generally undercapitalized and lacked the experience and maturity to compete with the presidency banks, and the exchange banks. There was potential for many new banks as the economy was growing. Lord Curzon had observed then in the context of Indian banking: "In respect of banking it seems we are behind the times. We are like some old fashioned sailing ship, divided by solid wooden bulkheads into separate and cumbersome compartments." Under these circumstances, many Indians came forward to set up banks, and many banks were set up at that time, a number of which have survived to the present such as Bank of India and Corporation Bank, Indian Bank, Bank of Baroda, and Canara Bank.
  15. 15. [15] POST-INDEPENDENCE The partition of India in 1947 had adversely impacted the economies of Punjab and West Bengal, and banking activities had remained paralyzed for months. India's independence marked the end of a regime of the Laissez-faire for the Indian banking. The Government of India initiated measures to play an active role in the economic life of the nation, and the Industrial Policy Resolution adopted by the government in 1948 envisaged a mixed economy. This resulted into greater involvement of the state in different segments of the economy including banking and finance. The major steps to regulate banking included: In 1948, the Reserve Bank of India, India's central banking authority, was nationalized, and it became an institution owned by the Government of India. In 1949, the Banking Regulation Act was enacted which empowered the Reserve Bank of India (RBI) "to regulate, control, and inspect the banks in India." The Banking Regulation Act also provided that no new bank or branch of an existing bank may be opened without a licensed from the RBI, and no two banks could have common directors. However, despite these provisions, control and regulations, banks in India except the State Bank of India, continued to be owned and operated by private persons. This changed with the nationalization of major banks in India on 19th July, 1969. NATIONALIZATION By the 1960s, the Indian banking industry has become an important tool to facilitate the development of the Indian economy. At the same time, it has emerged as a large employer, and a debate has ensued about the possibility to nationalize the banking industry. Indira Gandhi, the-then Prime Minister of India expressed the intention of the GOI in the annual conference of the All In dia Congress Meeting in a paper entitled "Stray thoughts on Bank Nationalization." The paper was received with positive enthusiasm. Thereafter, her move was swift
  16. 16. [16] and sudden, and the GOI issued an ordinance and nationalized the 14 largest commercial banks with effect from the midnight of July 19, 1969. Jayaprakash Narayan, a national leader of India, described the step as a "masterstroke of political sagacity." Within two weeks of the issue of the ordinance, the Parliament passed the Banking Companies (Acquition and Transfer of Undertaking) Bill and it received the presidential approval on 9th August 1969. A second dose of nationalization of 6more commercial banks followed in 1980. The stated reason for the nationalization was to give the government more control of credit delivery. With the second dose of nationalization, the GO controlled around 91% of the banking business of India. After this, until the 1990s, the nationalized banks grew at a pace of around 4%, closer to the average growth rate of the Indian economy. LIBERALIZATION In the early 1990s the then Narasimha Rao government embarked on a policy of liberalization and gave licenses to a small number of private banks, which came to be known as New Generation tech-savvy banks, which included banks such as UTI Bank (now re-named as Axis Bank) (the first of such new generation banks to be set up), ICICI Bank and HDFC Bank. This move, along with the rapid growth in the economy of India, kick started the banking sector in India, which has seen rapid growth with strong contribution from all the three sectors of banks, namel y, government banks, private banks and foreign banks. The next stage for the Indian banking has been setup with the proposed relaxation in the norms for Foreign Direct Investment, where all Foreign Investors in banks may be given voting rights, which could exceed the present cap of 10%, at present it has gone up to 49% with some restrictions. The new policy shook the Banking sector in India completely. Bankers, till this time, were used to the 4 -6-4 method (Borrow at 4%, Lend at 6%, Go home at 4) of functioning.
  17. 17. [17] The new wave ushered in a modern outlook and tech-savvy methods of working for traditional banks. All this led to the retail boom in India. People not just demanded more from their banks but also received more. CURRENT SITUATION Currently (2007-08), banking in India is generally fairly mature in terms of supply, product range and reach-even though reach in rural India still remains a challenge for the private sector and foreign banks. In terms of quality of assets and capital adequacy, Indian banks are considered to have clean, strong and transparent balance sheets relative to other banks in comparable economies in its region. The Reserve Bank of India is an autonomous body, with minimal pressure from the government. The stated policy of the Bank on the Indian Rupee is to manage volatility but without any fixed exchange rate-and this has mostly been true. With the growth in the Indian economy expected to be strong for quite some time-especially in its services sector-the demand for banking services, especially retail banking, mortgages and investment services are expected to be strong. One may also expect M& as, takeovers, and asset sales. In March 2006,the Reserve Bank of India allowed Warburg Pincus to increase its stake in Kotak Mahindra Bank (a private sector bank) to 10%. This is the first time an investor has been allowed to hold more than 5% in a private sector bank since the RBI announced norms in 2005 that any stake exceeding 5% in the private sector banks would need to be vetted by them. Currently, India has88 scheduled commercial banks (SCBs) - 28 public sector banks (that is with the Government of India holding a stake), 29 private banks (these do not have government stake; they may be publicly listed and traded on stock exchanges) and 31 foreign banks. They have a combined network of over 53,000 branches and 17,000 ATMs
  19. 19. [19] EMERGENCE OF PRIVATE BANKS  Private banking in India was practiced since the beginning of banking system in India.  The first private bank in India to receive an in principal approval from the reverse bank of India was housing development finance corporation limited  It was incorporate in august 199 as HDFC bank limited with registered office in Mumbai and commenced operation as scheduled commercial bank in January 1995 LIST OF PRIVATE BANKS IN INDIA  Bank of Punjab  Bank of Rajasthan  Catholic Syrian Bank  Centurion Bank  City union Bank  Dhanalakshmi Bank  Development credit Bank  Federal Bank  HDFC Bank  ICICI Bank  IDBI Bank  Induslnd Bank  ING Vysya Bank  Jammu & Kashmir Bank  Karnataka Bank  Karur vysya Bank  Laxmi vilas Bank  South Indian Bank  United western Bank  UTI Bank
  21. 21. [21] AXIS BANK –COMPANY PROFILE SNAPSHOT AXIS BANK Type Public(BSE:532215) Industry Banking Financial services Founded 1994 Headquarters Mumbai, India Key people Adarsh Kishore (Chairman) Shikha Sharma (MD&CEO) Products Investment Banking Commercial Banking Retail Banking Private Banking Asset Management Mortgages Credit Cards Revenue ▲ 13,745.04 crore (US$3.12 billion)(2009)
  22. 22. [22] Net income ▲ 1,812.93 crore (US$411.54 million)(2009) Employees 13,389 (2010) Website INTRODUCTION TO AXIS BANK AXIS bank completed the 5th year of its operation at the end of March 99.The bank witnessed good growth in its business and profit and also came out with a public issue of its quality for the 1st time during the year, which evoked excellent retail response. The bank made significant progress during the year in line with its committed business target’s, despite difficult market condition the bank spread over different states, there by enlarging its client based substantially. The bank continue to introduce new products, upgrade the technology support system to improve operational efficiencies and strengthen its human resource based on the whole, 2002-2003 has been a productive years for the bank in terms of both growth and consolidation of business as well as strengthening of its infrastructure. The bank ended the year 2002-2003 conducting business in 80 cities and towns, with 192branches and extension counters and 822 ATMs. The AXIS bank will spread out across the country with operation in 23 states and 1 union territory. ABOUT US Axis Bank was the first of the new private banks to have begun operations in 1994, after the Government of India allowed new private banks to be established. AXIS, the largest mutual fund in India, Life Insurance Corporation of India (LIC) and General Insurance Corporation Ltd. and its four subsidiaries viz. Promoted the Bank jointly National Insurance
  23. 23. [23] Company Ltd., The New India Assurance Company, The Oriental Insurance Corporation and United Insurance Company Ltd. The Bank today is capitalized to the extent of Rs. 230.88 Crore with the public holding (other than promoters) at 45.63%. The Bank's Registered Office is at Ahmadabad and its Central Office is located at Mumbai. Presently the Bank has a very wide network of more than 200 branch offices and Extension Counters. The Bank has a network of over 2010 ATMs providing 24hrs a day banking convenience to its customers. This is one of the largest ATM networks in the country. The Bank has strengths in both retail and corporate banking and is committed to adopting the best industry practices internationally in order to achieve excellence HISTORY OF AXIS INDUSTRY Axis Bank, previously called UTI Bank, was the first of the new private banks to have begun operations in 1994, after the Government of India allowed new private banks to be established. The Bank was promoted jointly by the Administrator of the Specified Undertaking of the Unit Trust of India (UTI-I), Life Insurance Corporation of India (LIC), General Insurance Corporation Ltd., National Insurance Company Ltd., The New India Assurance Company, The Oriental Insurance Corporation and United Insurance Company Ltd. UTI-I holds a special position in the Indian capital markets and has promoted many leading financial institutions in the country. As on the year ended March 31, 2006 the Bank had a net worth of Rs. 2872.19 crores with the public holding (other than promoters) at 56.65%. Net Profit for the year was up 44.98% to Rs485.08 cores. Axis Bank stands apart from its private sector competitors — ICICI Bank and HDFC Bank — in one crucial respect. While the other two banks have envisaged retail banking as a key area of strategic emphasis — with the share of the retail business (both on the funding and asset sides)growing strongly year after year— the share of retail business, particularly retail assets, has actually come down quite sharply in the case of Axis Bank. The numbers here are quite interesting. For ICICI Bank, retail loans now (as of June 2007) account for as much as 70 per cent of the bank’s total loan book of Rs 2,00,000 crore. For HDFC Bank,
  24. 24. [24] retail assets are around57 per cent (Rs 28,000 crore) of the total loans as of March 2007. In the case of Axis Bank, retail loans have declined from 30 per cent of the total loan book of Rs 25,800 crore in June 2006 to around 23 per cent of loan book of Rs.41,280 crore (as of June 2007). Even over a longer period, while the overall asset growth for Axis Bank has been quite high and has matched that of the other banks, retail exposures grew at a slower pace. If the sharp decline in the retail asset book in the past year in the case of Axis Bank is part of a deliberate business strategy, this could have significant implications (not necessarily negative) for the overall future profitability of the business. Despite the relatively slower growth of the retail book over a period of time and the outright decline seen in the past year, the bank’s fundamentals are quite resilient. With the high-level of mid-corporate and wholesale corporate lending the bank has been doing, one would have expected the net interest margins to have been under greater pressure. The bank, though, appears to have insulated such pressures. Interest margins, while they have declined from the 3.15 per cent seen in 2003-04, are still hovering close to the 3 per cent mark. (The comparable margins for ICICI Bank and HDFC Bank are around 2.60 per cent and 4 per cent respectively. The margins for ICICI Bank are lower despite its much larger share of the higher margin retail business, since funding costs also are higher). Such strong emphasis and focus on lending also does not appear to have had any deleterious impact on the overall asset quality. The bank’s non-performing loans are even now, after five years of extremely rapid asset build-up, below 1 per cent of its total loans. From a medium- term perspective, it appears that Axis Bank could be charting out a niche for itself in the private bank space. It appears to be following a business strategy quite different from the high-volume and commodity-style approach of ICICI Bank and HDFC Bank. That strategy also has its pluses in terms of the relatively higher margins in some segments of the retail business and the in-built credit risk diversification (and mitigation) achieved through a widely dispersed retail credit portfolio. But, as indicated above, Axis Bank has been to able to maintain the quality of its loan portfolio despite the concentrated nature of wholesale corporate lending. The Bank today is capitalized to the extent of Rs. 357.48 crore with the public holding (other than promoters) at 57.03%. The Bank's Registered Office is at
  25. 25. [25] Ahmadabad and its Central Office is located at Mumbai. Presently, the Bank has a very wide network of more than 608 branch offices and Extension Counters. The Bank has a network of over 2595 ATMs providing 24 hrs a day banking convenience to its customers. This is one of the largest ATM networks in the country. The Bank has strengths in both retail and corporate banking and is committed to adopting the best industry practices internationally in order to achieve excellence. Axis Bank continued its robust growth in the December 2007 quarter and has once again beaten analysts’ expectations on all parameters. However, the difference this quarter is that the growth in profitability has been driven more by a significant jump in the net interest income (core business) rather than non-interest income unlike in last several quarters. Net interest income leaped by 91 per cent y-o-y to Rs 747 crore—the highest in the past four quarters—as advances and deposits grew by 50 per cent and 35 per cent respectively and also there was an increase in net interest margin (NIM). Its NIM went up by 63 basis points q-o-q and 91 basis points y-o-y to3.91 per cent. This was because of a jump in yield on advances while CASA (current and savings account) was maintained at 45 per cent sequentially. Though other income went up 74 per cent y-o-y to Rs 488 crore, it was still lower than the 87 per cent growth reported in the September 2007 quarter. The bank’s fee income increased by 81 per cent to Rs 348 crore and trading profits were up 65 per cent to Rs 131 crore in Q3. All these factors led to doubling of operating profit to Rs 672 crore while operating expenses went up 67 per cent. However, its net profit grew relatively slower at 66 per cent to Rs 307 crore as provisions and contingencies went up 290 per cent and a 68 per cent jump was recorded in tax provisioning. However, growth in net profit is still higher than previous three quarters and has been higher than expectations. Axis Bank is relatively immune to the slowdown in the retail credit and high cost of funding. This is because retail credit’s share of 25 per cent has gone down from 28 per cent last year and other advances like corporate, SME (small and medium enterprises) and agriculture loans have grown faster than retail-advances.
  26. 26. [26] REASONS FOR CHANGES IN UTI BANK Few banks have gone in for a brand makeover; UTI Bank is one of them that have changed its name to Axis Bank. It seems to be quite clear from the strategic decision about the way forward, the change in identity, the positioning of the bank, the pros and cons of pursuing organic growth, etc . One of the reasons for bringing changes in the corporate identity is to enhance the image of the bank because now they want to become an MNC bank. Why did the bank decide to change its brand name? Bank has done this partly because there are shareholder-unrelated entities that carry the UTI brand, which was becoming increasingly untenable. If there are no shareholder relations between the two organizations, how can they actually share a common name? When UTI was split into two vehicles, the brand was given to UTI Mutual Fund and others were permitted to use the brand only till January 2008. When it became clear to the bank that it was no longer tenable, they decided to have a brand of our own. The name Axis was chosen as it means a line of reference, around which everything is measured. Their feeling is that with time, people will think of the bank brand as Axis Bank. The tough test was whether in the next six months people would forget old name or not. Otherwise, nothing has really changed in the bank. They raised capital worth Rs 4,500 crore, which helped Axis Bank to start off on a strong footing. They feel that this capital would last at least for three years in the case of pure organic growth. The UTI brand had a quasi-government sovereign ring to it, especially when it goes outside metros. It was an advantage, then why bank have taken this decision on cost of losing it? Bank’s customer base is very different from the customer base of a mutual fund. So they have never really able to ride on the brand. The pace at which customer base have grown indicates the level of customer service bank provide. Also, the UTI brand was seen as a
  27. 27. [27] public sector brand. They were board-managed private sector entity. By changing the name, Bank has reinforced this image. Where Axis Bank positioned from the business point of view? Axis Bank has taken first step towards seeing themselves as becoming an MNC bank from India. They have presence in four overseas locations — Singapore, Hong Kong, China and Dubai. This is part of a journey for becoming a pan-Asian bank and then, eventually, a bank that is more multinational. They are foraying into smaller towns and entering district headquarters in a big way. In the next thirty months, they want to be present in 450 district headquarters. They have received licenses to open 150 branches and 500 ATMs. Also they are planning to open 125branches by July 2008, half of which would be in large cities. They are also setting up a large agriculture financing business, for which they need to be close to farmers; hence the bank is going to open branches in villages. Besides, the bank has set up priority banking branches for customers with deposits of over Rs 5 lakh. It is one of the fastest growing customer bases of our bank, growing at 4% each year. They have three such specialized branches now, and planning to have one each in all the major metros. Would it have been very tempting for the bank to stay on the existing brand by paying a higher royalty, given the cost and time involved in this exercise? In recent years, the Bank has contributed more than their fair share on restoration of the UTI brand. But when it was clear to them that there was no other option, they decided to bite the bullet. Bank decided to assume their very own identity. The UTI identity came to the bank from the undivided Unit Trust of India (UTI). The split of UTI was the starting point for what was eventually a search for a new identity. When Axis Bank looks at private sector peers, there are missing links, since most of them have a mutual fund and insurance business?
  28. 28. [28] Axis Bank has tried to focus on Commercial banking since their inception. As the first step towards diversion, bank has set up an AMC to manage a private equity venture. They would be in a position to launch the first trenched of the fund by end of September 2008.The AMC will provide equity support for infrastructure projects. There are not many private equity funds here, focusing on infrastructure projects JOURNEY FROM UTI TO AXIS 1994 -1997  Incorporated as UTI Bank, headquartered in Mumbai  First Branch inaugurated at Ahmadabad  Completes first profitable year in operation in 1995  Deposit crosses Rs.10bn mark in 1996 1998-2000  Successfully completes its IPO in 1998 and gets itself listed on NSE and BSE  Cash management services as well as credit card launched  Profit crosses Rs.500m in 2000  Launches Internet banking module, iConnect retail loans introduced  Financial advisory services and e-commerce introduced  Second largest ATM network in the country with 200 ATMs
  29. 29. [29] 2001-2005  Private placement of 26% stake to CDC Capital Partners  Deposit crosses Rs.100bn mark in 2001, advances crosses Rs.50bn  First commercial bank to open an ATM at a post office  Crosses the 1,000 ATM mark in 2003  Gets listed on the London Stock Exchange, raises $239.3m 2006-2008  Opens its first international branch in Singapore  Opens Representative Office in Shanghai  Crosses the 2,000 ATM mark in 2006  Opens a Full Licence Bank Branch in Hong Kong  Re-brands itself as Axis Bank  Mumbai, Jul 30 2007 : UTI Bank on Monday UTI Bank on Monday
  30. 30. [30] PRODUCT AND SERVICES PROVIDED BY THE BANK BANKING ACCOUNTS • Investment Banking • Easy Access Savings Account • Krishi Savings Account • Corporate Salary Account • Smart Privilege Account • Pension Savings Account • Commercial Banking • Retail Banking • Private Banking • Asset Management • Mortgages • Credit cards.
  31. 31. [31] AXIS BANK PRODUCT AND SERVICES BANKING ACCOUNTS Easy Access Savings Account Banking made easy Want a savings account that transcends geographical boundaries? Presenting, Axis Bank's Easy Access Savings Account. The account is an endeavor by the Bank to understand the consumers' needs and redefine banking to suit your requirements for a truly comfortable banking experience. Easy Access Savings Account gives you instant access to your money anywhere, anytime. Possessing a range of unmatched features, it has been devised to better suit the convenience of our eclectic client base. Krishi Savings Account Kheti Ho Khushhali Ki Axis Bank offers a unique savings account which is easy to operate and allows you to transact immediately. This product has been specially designed keeping in mind the unique requirements of a farmer and true to its nature has been called the Krishi Savings Account. Some of the features of our new product are: Average Balance Requirement This account is offered with the requirement of maintaining the half-yearly average balance of Rs 1000only.International Master Debit Card The Krishi Savings Account entitles you to an International Master Debit Card with which you can access your account anytime through the Axis Bank ATM network free of cost.
  32. 32. [32] This card comes with:  A cash withdrawal limit of Rs 25,000 per day  Free Accident Insurance cover of Rs 2 lacs Corporate Salary Account Our Corporate Salary Power Offering is designed to offer payroll solutions through in a 24 X 7 environment. We leverage on our extensive network of distribution channels spread across 586 centers through a network of more than 1000 branches and 4055 ATMs (as on 31stMarch, 2010) besides our superior service delivery model and product features, as a strong differentiator, to provide value to the end user. Benefit to Employers  Efficient salary disbursal.  Web Upload- Transfer salaries/reimbursements directly from your current account with Axis Bank to your employee's accounts using I Connect from your office.  Single-instruction salary credit - Same day salary credits for all companies having Corporate Account with Axis Bank  Dedicated Relationship Manager at metro locations to understand the financial requirements of your employees.
  33. 33. [33] Benefit to Employees  No minimum balance criteria.  Unparalleled Access - Anywhere banking facility through our network of Branches, Atm and Internet banking facility.  AT Par cheque books payable locally at all Axis Bank locations.  International Debit cum ATM cards with enhanced Cash withdrawal facility and other value add on s.  Online Banking with funds transfer, online shopping and bill payment options.  Depository services with free online trading accounts.  Meal Cards on a master card platform.  Employee Reimbursement accounts as a savings account variant.  Preferential pricing on loan products and credit cards and other banking products & services* Smart Privilege Account For the woman of today In today's busy world it's tough being a working woman. Right from shuttling between a job and family to taking care of her finances she has to be on her toes all the time. Keeping this in mind, we at Axis Bank have designed a savings account best suited for the woman of today. With the Smart Privilege Account, you can manage your money and your life and as
  34. 34. [34] well as enjoy a host of lifestyle privileges. Furthermore Axis Bank's Smart Privilege Account ensures that you have enough time for all the important things in life.  Jewellery Insurance on Debit Card  Zero Balance Minor Account  Round-the-Clock access through ATMs: There could be an instance when at 3 am you could require cash. With our round-the-clock access you can withdraw cash up to Rs. 40,000 per day, deposit cash/cheques, transfer funds, print a mini statement and pay insurance premiums (LIC), all through our ATM channel which is one of the largest ATM networks in the country.  Anywhere Banking: Imagine being in an unknown city and still having complete access to all your transaction needs. As a customer of the bank, you are in control and not restricted to the branch. So even if you are travelling, you can access your account easily from any of the 700 plus Axis Bank offices spread over 400 cities across the country.  At-par cheque facility: Your cheque will be treated as a local cheque within the vast Axis Bank network of over 700 offices across 400 cities in India. Now no more running around to get a Demand Draft issued.  Quarterly Paper Statement  Free monthly e-statement  Additional discounts on loans  iconnect: The Complete online banking experience: Its the age of Wi-Fi. All your banking needs should be on your fingertips, with our i-connect you can check your
  35. 35. [35] account status, transfer funds, place online request for a new cheque book and many more features without even having to visit an Axis Bank branch.  Financial Advisory Services: Our Financial Advisor will assist you with your financial planning and help you to earn maximum returns on your savings Pension Savings Account Are you a Pensioner seeking banking solutions tailored to your needs? Pension Savings Bank Account, from Axis Bank is specifically, designed for Pensioner's (Existing &Prospective) of Central Govt. Civil Ministries/Departments & Deffence ministry keeping in mind the fact that a Pensioner's banking requirements are wholly different and requires special consideration. Benefits  Timely communication to the customer on receipt of the PPO  No delays in commencement of pension disbursals -The Bank is handling the disbursement of Pension under a Centralized Pension Disbursement Module wherein the Pensioner records are credited centrally through its Centralized Pension Payment Hub (CCPH) at Mumbai.  Timely issue of Form- 16A for tax deducted at source in the immediately previous financial year  Timely revisions based on changes in rates of Pension or Dearness Allowance, done centrally from the CCPH
  36. 36. [36] Note  The Bank is authorized by RBI and Central Pension Accounting Office (CPAO) for disbursement of Central Civil Pension through its 218 authorized branches across the country.  The Bank is authorized by EPFO for disbursement of pension under the Employees Pension Scheme, 1995in all the branches DEPOSITS Fixed Deposits Safety, Security and Growth Axis Bank offers you simple reinvestment Fixed Deposits (at very competitive interest rates), which can be opened with a minimum investment of Rs 10,000. You can make additions to your deposit in multiples of Rs 1,000 each. The tenure of your deposit must be a minimum of 6months. Deposit Schemes Reinvestment Deposits: In a reinvestment deposit, the interest accrued to your deposit at the end of each quarter is invested along with the principal. The tenure of your deposit must be a minimum of 6 months. At the end of the quarter, the interest and the principal are both rolled over, and the interest is calculated on the total sum. Income tax is deducted at source. Automatic Rollover: As a Fixed Deposit holder, you can avail of the facility for automatic rollovers on maturity (for both the principal and interest). You can select this option in the Account Opening Document (AOD). The options available are:
  37. 37. [37]  Rollover only Principal: Only the principal amount will be rolled over. The interest will be either credited to your designated account or paid out.  Rollover Principal and Interest accrued in Reinvestment Deposit: This wills rollover both the deposit and the interest accrued for the same tenure at the interest rate applicable on the maturity date. On or before the maturity date, you can make the following changes in the rollover instructions of the deposit:  Change in tenure  Change in maturity instructions  Change in payment instructions  Change in principal (only reduced amount)  Change rollover of Principal to rollover of Principal+ Interest, or vice versa. Withdrawals  All encashment or withdrawals of Fixed Deposits can only be made at the branch where the deposit was booked. Method of calculation of interest  For deposits with tenure of 6 months & above, interest is calculated on a quarterly basis.  Interest earned during the previous quarter is added to the Principal for calculation of interest. Interest on this amount is calculated every quarter.
  38. 38. [38]  For deposits with tenure of below 6 months, interest is calculated at Simple Interest. Please note that the period of Fixed Deposit is considered in number of days.  In the event the depositor chooses to receive the periodic interest payments on a quarterly basis, interested is calculated and paid on quarterly rests.  On premature withdrawal of the deposit, interest shall be paid only for the period for which the deposit is maintained with the Bank and at the rate applicable for such period.  Tax at source is deducted as per the Income Tax regulations prevalent from time to time Recurring D epos its Power of compounding Are you considering saving money a bit at a time? Axis Bank's Recurring Deposit scheme will allow you with an opportunity to build up your savings through regular monthly deposits of fixed sum over a fixed period of time. Features  Recurring deposits are accepted in equal monthly installments of minimum Rs 1,000 and above in multiples of Rs 500 thereafter.  Recurring Deposit accounts can be opened for a minimum period of 12 months and in multiples of 12months thereafter, up to a maximum of 120 months.  The amount of installment once fixed, cannot be changed .
  39. 39. [39]  Installment for any calendar month is to be paid on or before the last working day of the month. Where there is delay in payment of installment, one can regularize the account by paying the defaulted installment together with a penalty (at present it is @PLR plus 4 % for the period of delay).Fraction of a month will be treated as full month for the purpose of calculating the penalty.  The total amount repayable to a depositor, inclusive of interest, depends on the amount of monthly installments and the period of deposit. Encash24 The Encash 24 (Flexi Deposit) gives you the liquidity of a Savings Account coupled with high earnings of a Fixed Deposit. This is achieved by creating a Fixed Deposit linked to your Savings Account providing you the following unique facilities: Ma xi m u m Returns: Your money is no longer idle. As soon as the balance in your Savings Account crosses over Rs 25,000, the excess, in multiples of Rs 10,000 will be transferred automatically to a higher interest earning Fixed Deposit Account. The maturity of fixed or term deposits formed as a result of transfer of money from the Savings Bank account will be for a maximum period of 181 days and the interest will be calculate don simple interest rate basis. Ma xi m u m Liquidity: The money parked in Fixed Deposits as a result of the above mentioned sweep out from your Savings account can be easily accessed by issuing a cheque, withdrawing through ATM etc. This amount is automatically reverse swept from the most recently formed Fixed Deposit in units of Rs 5,000 to the Savings account whenever the balance in your Savings account falls below Rs 25,000. The amount broken form your Fixed Deposit will earn interest rates at the
  40. 40. [40] applicable rate for the period that the deposit was held with the Bank. The remaining amount of Fixed Deposit will continue to earn the contracted rate of interest. Auto Renewal: On maturity of your linked Fixed Deposit, the Bank will automatically renew it for a maximum period of 181 days. PAYMENTS Bill P ay Free yourself Axis Bank's Bill Pay service enables you to make secure payments from the comfort of your home or office. So its time to say goodbye to late payment fines, long queues, lost bills, and commissions paid to local errand boys. Features  Pay bills without stepping out of your home or office  Link multiple bills to your account  View and Pay bills anytime, anywhere  Fast, convenience and hassle-free  Access to all major utility billers  Get updates for pending bills
  41. 41. [41] Payment Channels Bill payment is currently enabled through the Internet and the ATM. ELECTRONIC CLEARING SERVICE ECS is an electronic clearing system that facilitates paperless credit / debit transaction directly linked to your account and also provides for a faster method of effecting periodic and repetitive payments. Benefits of ECS (Debit) Through ECS (Debit), you can pay all your Utility bills(electricity/telephone/Mobile bills, credit cards, etc),Mutual Fund (SIP), Insurance Premium, Loan Installments, credit card payments, payments of donations and other bill payments. How will you gain from ECS?  Non-issuance of multiple cheques  Timely payment of bills /installments /premium without remembering the due dates  No late payment charges For your convenience, Axis Bank has tied up with various service providers across the country. All you need to do is to register for bill payments with your service provider, banks and financial institutions by providing details such as name, account number, name of the bank /branch, MICR code, etc.
  42. 42. [42] Security & Safety of your money To protect your account from excess debits, you can select the top-limit for your account. If your bill amount exceeds the limit, the payment will be cleared by the Bank, only after obtaining your approval. TA X E-PAYMENTS Axis Bank is authorized by Reserve Bank of India (RBI)and Govt. of India for collecting Income/ other Direct Taxes and Central Excise & Service Tax since August2003 through its authorized Braches and through e-Payments. You can pay your Income / Other Direct Taxes, as well as Central Excise & Service Tax* through iConnect from your account online and get on-line acknowledgement of the payment by way of a Cyber Receipt, including Challan Identification Number (CIN) immediately after making the payment DirectTax Payment The Bank is authorized for Collection of Income or Other Direct Taxes on behalf of Central Board of Direct Taxes (CBDT) w.e.f 1October, 2003. The assesses or taxpayers can pay Income or Other Direct Taxes as listed below at 214 authorized branches of Axis Bank across the country and also by online mode through 'e-Payment 'Facility' in case they maintain Accounts with Axis Bank.  Corporation Tax- Tax on Companies and Tax Deducted at Source from Companies  Income Tax  Interest Tax and Expenditure Tax  Gift Tax
  43. 43. [43]  Wealth Tax  Fringe Benefit Tax (FBT)  Securities Transaction Tax (STT)  Banking Cash Transaction Tax (BCTT)  Other Tax Deducted or collected at source (TDS or TCS) on salaries of employees, income from Fixed Deposits, Vendor Payments, Rent, Income from Game Shows or Lottery, etc.  Any other Direct Tax including Advance Tax Pension Disbursement Central Civil Pension Disbursement The Bank is authorized by RBI and Central Pension Accounting Office (CPAO) for disbursement of Central Civil Pension through its 218 authorized branches across the country. The details towards availing Pension Disbursement Facility from Axis Bank is as under:  For existing Pensioners of Central Govt. Departments and Ministries - This facility can be availed by opening a Pension Payment Savings Bank Account with any authorized Axis Bank Branch and thereafter following the necessary procedures prescribed by CPAO for change of Bank for Pension Account for receiving or drawing pension.
  44. 44. [44]  For prospective Pensioners of Central Govt. Departments and Ministries - This facility can be availed by opening a Pension Payment Savings Bank Account with any authorized Axis Bank Branch and providing the Account details to the Pay and Accounts Office (PAO) of the concerned Department or Ministry prior to retirement. In case of existing Axis Bank customers, the details of the Saving Bank Account with the Bank need to be provided to the Pay and Accounts Office of the concerned Department or Ministry prior to retirement. Debt Solutions Axis Bank is a leading provider of debt solutions in the form of bond or debenture issuances and loan syndication. The Bank has successfully managed various debt issuances of mid and large size which includes plain vanilla loans or bonds, and structured term loans to meet the specific requirements of the clients and the projects. The Bank is the largest bond house in the country and has been ranked first in respect of various domestic and international league tables in respect of domestic debt issuances. Axis Bank's clientele in respect of debt placements includes leading public as well as private sector corporate in India. Service Offerings  Corporate debt placement  Project debt syndication  Syndication of structured debt obligations  External commercial borrowings
  45. 45. [45] Products  Subscription to rated debenture or bonds issuances  Bank's International Operations also participates in credit linked note (issuances) Placement Capabilities  The Bank has focused Syndication Teams for Term Loans as well as Bonds segments  The Bank also strong relationships with Commercial Banks(PSU Banks, Private or MNC Banks) and Financial Institutions (PFs, Mutual Funds, Insurance Companies, NBFCs ) Value Addition  Debt origination at competitive levels  Advising on credit enhancement or Instrument structuring through intensive interaction with Credit Rating Agency  Preparation of information memoranda  Advising issuers on legal or regulatory matters  Advise on interest rate or currency swaps to reduce economize the cost of borrowing for the clients
  46. 46. [46] Equity Solutions We are SEBI registered Category I Merchant Banker. The Bank's Capital Markets Department has developed significant expertise in the area of public or rights issue management, private placement of equity, overseas fund raising through FCCB and GDR and debt syndication. The Bank has acted as Lead Book Running Managers, co-arrangers and advisors to a number of equity issuances or offers. SERVICE OFFERINGS  Advising the clients on  Designing an optimal Capital Structure  Instrument to be offered to investors  Legal or regulatory matters and obtain approvals from SEBI or ROC or Stock Exchanges  Pricing of the instrument  Assisting the client in marketing of the issue Instrument Coverage  Public or Rights Issues  Advisory for Convertibles (FCCB or GDR or ADR)  Preferential Placements /Qualified Institutional Placements
  47. 47. [47]  Open Offer/ Buy-back of Shares  Valuations Execution Capabilities  Drafting of Offer Documents/Offering Memorandum/Circular after thorough due diligence as per the regulatory guidelines  Compliance at various stages to meet Regulators' or Stock Exchanges' requirements and other statutory authorities Placement Capabilities  Strong placement capabilities with institutions viz. MFs, Banks, Insurance Companies, FIs and FIIs in European and Asia-Pacific Financial Hubs  Wide Geographical Reach with more than 376 branches or offices spread across 150 locations in India
  49. 49. [49] RESEARCH & METHODOLOGY Data Source - Primary Data & Secondary data Target - Customers Statistical tools - Bar graph, pie-chart, Percentage analysis Tools for data collection - Questionnaire Population size - 1000 Sample Size - 100 RESEARCH METHODOLOGY Research Methodology may be understood as a science of studying how research is done scientifically. In it we study the various steps that are generally adopted by a researcher in studying the research problem along with the logic behind them. Research Meaning Research in common parlance refer to a search for knowledge. In fact research is art of scientific investigation. Research can be defined as , “A scientific and systematic search for pertinent information on a specific topic”.
  50. 50. [50] Research Definition: Research comprises defining and redefining problems , formulating hypothesis on suggested solution , collection ,and at last carefully listing the conclusion to determine whether they fit the formatting hypothesis. Objectives of Research: a) To gain familiarity with a phenomenon or to achieve new insists into it b) To portray accurately the characteristics of a particular individuals situation or a group. c) To determine the frequency with which something occurs or with which it is associated with something else. d) To test a hypothesis of a casual relationship between variables. Research Methods: A research method refer to the behaviour and instruments used in selecting and constructing research techniques. Research methods may be understood that which method or technique that are used for conduction of research. Regarding this research/project observational method has been following the observation. Research Methodology: Research methodology is a way to systematically solve the research problem. It may be understood as a science of study in how research is done scientifically. In it we study the various steps that are generally adopted by a researcher in studying his research problem
  51. 51. [51] along with the logic behind them. It is necessary for the researcher to know not only the research methods/techniques but also methodology. Researcher need to know which method /techniques, are relevant and which are not, and what would they mean and indicate it and why. Research Design: A research design is the arrangement of conditions for collection and analysis of data in a manner that aims to combine relevance to the research purpose with economic in procedure. Regarding this project, exploratory research design is applied. Here, exploratory research designs concern with describing the performance of the business loan. The design helps in understand the characteristics in a given situation, think systematically about aspects in a given situation, offer idea for probe and research helps to make certain simple decision. Sampling Method: Sampling method indicates how the sample units are selected. There are various types of sample designs which can be covered under the two board groups random or probability or non- random sample. SOURCE OF DATA: Data is collected in two types: 1) Primary data 2) Secondary data
  52. 52. [52] Primary data: The primary data are those data, which are collected afresh and for the first time. And happen to be original in character. The primary data to be collected for the study are-  Questionnaire – A set of questionnaire is prepared for the cause of collecting different information related to the pre-determined objectives. The questionnaire prepared is in two forms & targeted towards the doctors and chemists differently. The format of questionnaire is structured and non-disguised.  Direct Personal Interview – Under this method of collecting data there is face-to-face context with the person from whom the information is obtained. The data collected are from the respective selected doctors and chemists visited regularly. The pattern used is Structured and Indirect Interview. Secondary data: Secondary data means data that are already available i.e., they refer the data, which have already been collected and analyzed by someone else. When the researcher utilizes secondary data, then he has to look into various sources from where he can obtain them, IN this case he is certainly not confronted with the problems that are usually associated with the collection of original data. Secondary data may either be published data or unpublished data. Usually published data are available in:  Books, magazines and newspapers.  Data provided by the company.  Internet.
  55. 55. [55] CHART-1 GENDER OF RESPONDENTS INTERPRETATION The total respondents are 100. Out of which 59 are male and 41are female. Male respondent constitute 59% of the sample while females are 41%. 59% 41% GENDER OF RESPONDENTS MALE FEMALE
  56. 56. [56] TABLE- 2 AGE OF THE RESPONDENTS AGE FREQUENCY PERCENTAGE BELOW 25 32 32 26-30 26 26 31-35 14 14 36-40 12 12 ABOVE40 16 16
  57. 57. [57] CHART-2 AGE OF THE RESPONDENTS INTERPRETATION The highest age group of the respondents is below 25 with 32% and the least total number of respondents are between 36-40 with 12%. The respondents under the age group of 26- 30,31-35 and more than 40 are 26%, 14% and 16%respectively. 0 5 10 15 20 25 30 35 BELOW 25 26-30 31-35 36-40 ABOVE40 FREQUENCY PERCENTAGE
  59. 59. [59] CHART-3 EDUCATIONAL QUALIFICATION OF RESPONDENTS INTERPRETATION The educational qualification of the respondents are shared majority by the under graduates and the post graduates with 37% and 23% and respondents with educational qualification of secondary, higher secondary and the professional are 11%, 12% and 17% respectively. 0 5 10 15 20 25 30 35 40 SECONDARY HIGHER SECONDARY UNDER GRADUATE POST GRADUATE PROFESSIONAL FREQUENCY PERCENTAGE
  61. 61. [61] CHART-4 OCCUPATION OF RESPONDENTS INTERPETATION The majority of the occupation of the respondents are shared by the private sector people with 28% , the government sector with 27% , 19% of the respondents from the self-employed category, 15% of the respondents are from the unemployed category and finally 11% of the respondents are from the others category. 0 5 10 15 20 25 30 FREQUENCY PERCENTAGE
  62. 62. [62] TABLE-5 MONTHLY INCOME OF THE RESPONDENTS INCOME LEVEL FREQUENCY PERCENTAGE BELOW 10000 22 22 10001-15000 27 27 15001-20000 21 21 20001-25000 17 17 ABOVE25000 13 13
  63. 63. [63] CHART-5 MONTHLY INCOME OF THE RESPONDENTS INTERPETATION The monthly income of the respondents below 10,000 is 22% of the respondents. The respondents with income 10,000-15,000 is 27% the respondents with income 15,000-20,000 is 21% the respondents with income 20,000-25000 is 21%, the respondents with more than 25,000 is 13%. 0 5 10 15 20 25 30 BELOW 10000 10001-15000 15001-20000 20001-25000 ABOVE25000 FREQUENCY PERCENTAGE
  65. 65. [65] CHART-6 NUMBER OF RESPONDENTS USING BANK INTERPRETATION The number of respondents using bank is 87% and the remaining 13% of the respondents have not using account in any bank. 87% 13% YES NO
  66. 66. [66] TABLE-7 RESON FOR CHOOSING CHOOSING AXIS BANK RESONS FREQUENCY PERCENTAGE Traditional bank account with the same bank 23 36 The brand name of the bank 18 28 The excellent service offered by this bank 15 23 Others 8 13
  67. 67. [67] CHART-7 RESON FOR CHOOSING CHOOSING AXIS BANK INTERPRETATION The major part of the respondents has the reason for choosing this bank is maintaining the bank account traditionally with the bank which is 27%, the brand name insists for about 21% , the service insists for about 17% and the others insists about 9%. 0 5 10 15 20 25 30 35 40 TRADITIONAL BANK ACCOUNT BRAND NAME OF THE BANK EXCELLENT SERVICE OFFERED OTHERS FREQUENCY PERCENTAGE
  69. 69. [69] CHART-8 TIME ASSOCIATED WITH THE BANK BY THE RESPONDENTS INTERPRETATION About 20% of the respondents are associated with the bank for below 1 year, 36% of the respondents are associated with the bank between 1-3 years, 27% of the respondents are associated between 3-5 years and 17% of the respondents are associated more than 5 years with the bank. 0 5 10 15 20 25 30 35 40 NO.OF YEARS BELOW 1 YEARS 1-3 YEARS 3-5 YEARS MORE THAN 5 YEARS FREQUENCY PERCENTAGE
  71. 71. [71] CHART-9 RESPONDENTS RELATIONSHIP WITH THE BANK INTERPRETATION The respondents maintaining saving account is 41%, salary account is 24%, the current account is 17%, the de-mate account is 11% and others are with 7%. 0 5 10 15 20 25 30 35 40 45 NATURE OF ACCOUNT SAVING (S/B) A/C SALARY A/C CURRENT A/C DE-MATE A/C OTHERS FREQUENCY PERCENTAGE
  73. 73. [73] CHART-10 USING PRODUCTS AND SERVICES OF AXIS BANK INTERPRETATION The respondents who are using the products and services of axis bank is 64% and rest of 36% are not using services of axis bank. 64% 36% USING AXIS BANK YES NO
  75. 75. [75] CHART-11 SATISFACTION OF THE USING RESPONDENTS INTERPRETATON The number of respondents who responded yes for the question of using the products and services of axis bank were 64%.out this 11% of the respondents were highly satisfied 45%were satisfied with the products and services of axis bank and the remaining 36% were dissatisfied and 8% were highly dissatisfied with the products and services of axis bank. 0 5 10 15 20 25 30 35 40 45 HIGHLY SATISFIED SATISFIED DISSATISFIED HIGHLY DISSATISFIED FREQUENCY PERCENTAGE
  77. 77. [77] CHART-12 COMPARISON OF AXIS BANK FACILITY WITH OTHER BANKS INTERPRETATION The respondents using the facility of other banks have been asked to compare the service of both the banks. Only 17 respondents say that the service in axis bank is excellent.23 of respondents prefers axis bank is good than others.13 respondents says that the facility in axis bank average on others banks,8 respondents says that it is poor in the comparison of facility and services with other banks. 0 5 10 15 20 25 30 35 40 EXCELLENT GOOD AVERAGE POOR FREQUENCY PERCENTAGE
  79. 79. [79] CHART-13 RESPONDENTS SATISFIED WITH EMPLOYEE’S ATTENTION INTERPRETATION Respondents who are satisfied with the employee’s attention towards the problem are 67% and rest 33% of respondents are not satisfied with employee’s attention towards his /her problems. 67% 33% YES NO
  81. 81. [81] CHART-14 RESPONDENTS SATISFIED WITH WORKING SCHEDULE INTERPRETATION Respondents who are satisfied with the working schedule of the bank are 83% and rest of 17 % are not satisfied with the working schedule of the bank. 83% 17% YES NO
  82. 82. [82] TABLE-15 RESPONDENTS OPINION TOWARDS THE SERVICES Feature Quick access Slowly access Not access (a) Check a/c balance 33 27 4 (b) Download a/c statement 28 17 19 (c ) Request for stop payment of a cheque 9 31 14 (d) Payment of axis bank credit card bills 11 24 29 (e) Request for a new cheque book or ATM card 25 20 19 (f) Access de-mat a/c 6 51 7 (g) Transfer funds 34 16 14 (h) Facilitate bill payment 27 22 15
  83. 83. [83] CHART-15 RESPONDENTS OPINION TOWARDS THE SERVICES INTERPRETATION The majority of the respondents felt that all the services in the banking is quick access. But there are some negative responses too on some factors for the people in some of the services. But the majority of the respondents gave the positive replies. 0 10 20 30 40 50 60 Check a/c balance Download a/c statement Request for stop payment of a cheque Payment of axis bank credit card bills Request for a new cheque book or ATM card Access de- mat a/c Transfer funds Facilitate bill payment QUICKACCESS SLOWLYACCESS NOT ACCESS
  85. 85. [85] FINDINGS OF THE STUDY  From the table 1 it was found that 59% of the respondents were male and the remaining was female.  The age group was clearly mentioned through the table 2.  It was clear that 83% of the respondents were literate. Out of these 83%, 37% were under graduates, 23% were post graduates. Finally it has been cleared that 17% of the respondents were illiterate.  It was found that the respondent who maintains more number of accounts is from the private sector which is of 28% of the whole percentage.  The highest number of the respondents on the basis of their salary structure is between 10000-15000 with an aggregate of 27%.  Most number of the respondents of maintaining the relationship with the bank is between 1-3 years with an average of 36%.  Savings account is the major account in which more number of respondents tied up with.  The main part of the project which is products and services has been used by 64% of people in axis bank.  The foremost reason for using axis bank is net banking which is 60% of the overall percentage of 64 among the respondents who uses services of axis bank.  The inter account transfers are made in higher level through axis bank.  The online bill payment is the next main purpose for which the net banking has been used by the respondents.
  86. 86. [86]  The banking has been used and account have been maintained in this particular branch because of their habit of maintaining the account traditionally with this bank.  It was a great thing that 36% of the respondents are satisfied and highly satisfied with the services of axis bank.  It was clearly stated that most of the services rendered by axis bank were good for the respondents. This has been derived from their responses.
  87. 87. [87] SUGGESTIONS FOR THE STUDY  From the brief study about the project the suggestion to renew the service of net banking is to update the methods & techniques with proper guidance.  To give proper attention towards the customer’s problems.  To enhance speed in accessing the transactional activity. Because it play a vital role in acquiring the customers.  It was suggested that the management should functioning of the service.  Another important suggestion is that for the management to make brand advertisements regarding the products & services.  To arrange some training programs for the customers regarding the products & services and can taught about the usage.  The organization should retain the existing performance and should increase if possible to do so.  These are all the suggestions for the study on the customer satisfaction towards the products and services of axis bank.
  88. 88. [88] CONCLUSION FOR THE STUDY The study was started so as to know whether the customers are satisfied with products and services of axis bank. The project has been done on the customer’s satisfaction towards the products and services. The analysis was done based on the information collected in the form of questionnaire from the customers of the bank. This has been done in Axis Bank ,madipakkam branch, Chennai. The major part of the analysis is based upon the percentage analysis. After a brief analysis few findings were derived. Based on findings the suggestions and the conclusion were made. Thus the report says that the product and services by the axis bank was very useful and it was satisfying the majority of the customers using it. Moreover many people are interested in doing transaction with axis bank in the future. The report was very helpful for the bank to know how and the suggestions of the customer in the services of axis bank.
  89. 89. [89] BIBILOGRAPHY Books:-  
  90. 90. [90] CUSTOMER SATISFACTION TOWARDS THE PRODUCTS AND SERVICES OF AXIS BANK QUESTIONNAIRE:- 1. Name of optional:- ______________________________ 2. Gender:- a) Male [ ] b) Female [ ] 3. Age:- a) Below 25 [ ] b) 26-30 [ ] c) 31-35 [ ] d) 36-40 [ ] e) Above 40 [ ] 4. Educational Qualification:- a) SC [ ] b) HSC [ ] c) UG [ ] d) PG [ ] e) Professional [ ] 5. Occupation:- a) Self Employment [ ] b) Private Sector [ ]
  91. 91. [91] c) Govt. [ ] d) Unemployment [ ] e) Other ______________ 6. Monthly Income:- a) Below 1000 [ ] b) 1001-15000 [ ] c) 15001-20000 [ ] d) 20001-25000 [ ] e) Above 25000 [ ] 7. Do you have any account in any bank? a) Yes[ ] d) No [ ] 8. If yes, in which bank? ____________________________ 9. What was the single most important reason that you chose this particular bank? a) Traditional bank account with the same bank [ ] b) The brand name of the bank [ ] c) The excellent service offered by this bank [ ] d) Others _______________________________
  92. 92. [92] 10. For how long you make transaction a) Below 1 year [ ] b) 1-3 year [ ] c) 3-5 year [ ] d) More than 5 year [ ] 11. Nature of account a) SB a/c [ ] b) Salary a/c [ ] d) Current a/c [ ] d) Demat a/c [ ] e) Others _________________________________ 12. Are you using any product and services of axis bank? a) Yes [ ] b) No [ ] 12. 1) If yes, what type of product and services? __________________________________ 2) If No, why? __________________________________ 13. How much you satisfied with that product? a) Highly satisfied [ ] b) Satisfied [ ] c) Dissatisfied [ ] d) highly dissatisfied [ ]
  93. 93. [93] 14. How do you compare the facility of axis bank with other bank? a) Excellent [ ] b) Good [ ] c) Average [ ] d) Poor [ ] 15. Are you satisfied with working schedule of axis bank? a) Yes [ ] b) No [ ] 16. Will you prefer axis bank to your family member and friends? a) Yes [ ] b) No [ ] 17.If No, why? _________________________________________________ 18. Are you satisfied with employee’s attention towards your problem? a) Highly satisfied [ ] b) Satisfied [ ] c) Dissatisfied [ ] d) highly dissatisfied [ ]
  94. 94. [94] 19. Please use a tick mark in the appropriate column to give your responses for following statement. Feature Quick access Slowly access Not access (a) Check a/c balance (b) Download a/c statement (c ) Request for stop payment of a cheque (d) Payment of axis bank credit card bills (e) Request for a new cheque book or ATM card (f) Access demat a/c (g) Transfer funds (h) Facilitate bill payment 20. Your suggestion to improve services of Axis bank. ------------------------------------------------------------------------------------------------------------------ ------------------------------------------------------------------------------------------------------------------
  95. 95. [95]