Dipangshu Final project work

SUMMER INTERNSHIP PROJECT REPORT
“A study on the operational activities with special reference to saving and
investment pattern of retail customers at Axis bank”
(Nagpur Branch, Maharashtra)
In partial fulfilment for the course of
“Post Graduate Diploma in Management”
JAIPURIA INSTITUTE OF MANAGEMENT, NOIDA
A-32 A, Sector 62, Institutional Area, Noida- 201309 (U.P.)
Submitted by:
Dipangshu Sarkar
PGFB1415
Submitted to
Dr. Deepak Singh

iii
DECLARATION
I hereby declare that the Summer Training Report entitled “A study on the
operational activities with special reference to saving and investment pattern
of retail customers at Axis bank” is an authentic record of my own work as a
requirement of 8 weeks Summer Training during the period from 04th May 2015 to
08th July 2015 for the award of degree of PGDM (Post Graduate Diploma in
Management), Jaipuria Institute of Management, Noida under the guidance of Mr.
Satyanarayan Goyal , Manager (Operation-CSO), Axis Bank Ltd (Nagpur Branch),
Maharashtra.
Dipangshu Sarkar
Jaipuria Institute of Management

iv
ACKNOWLEDGEMENT
Every project is successful largely due to the efforts of the number of people who
have always given their valuable advice or lent a helping hand. I sincerely appreciate
the support and guidance of all those who have been instrumental in making this
project a success.
I am highly indebted and take this opportunity to express gratitude to my Faculty
Mentor, Dr. Deepak Singh for suggesting and valuable guidance for the present
work of project and also like to thank Dr. Rajesh Sharma & Prof. Nidhi Singh.
I express my great thanks to my Industrial Mentor Mr. Satyanarayan Goyal,
Manager (Operation-CSO) Axis Bank Limited for giving all the opportunity with all
possible exposure in learning things and in execution of this project. I would also like
to thank Mr. Asish More (Clearing Department), Mr. Virag kale (Government
Nodal Officer), Mr. Aditya Sharma (Senior Manager, Forex Department), Mr.
Rupesh Rathi (Sr. Manager, SME’s), Mr. Sujoy Deshmukh (DM, SME’s).
I am thankful to entire workforce of Axis Bank (Civil line branch), Nagpur for the
time to time help extended by them.
I owe with great regards to my parents for encouraging me.
Dipangshu Sarkar
(Jaipuria Institute of Management)

v
Contents
EXECUTIVE SUMMARY ............................................................................................................... viii
PART A ......................................................................................................................................1
ON THE JOB TRAINING ...........................................................................................................1
CHAPTER – 1(A) ....................................................................................................................... 2
INTRODUCTION........................................................................................................................ 2
1.1 BRIEF ABOUT INDIAN ECONOMY:............................................................................... 3
1.2 HISTORY OF BANKING..................................................................................................5
1.2 (I) History of banking sector in India............................................................................. 5
1.2 (II) Structure of Indian banking industry.......................................................................7
1.2(III) Current economic trends of banking in India.......................................................... 7
1.3 COMPANY PROFILE .................................................................................................... 11
1.3(I) Promoters................................................................................................................ 11
1.3 (II) Vision Statements and Core Value....................................................................... 12
1.3(III) Organizational Structure ....................................................................................... 12
1.3(IV) Overview of different business segments ............................................................ 13
1.3(V) Product and Services offered to the customers.................................................... 14
1.3(V) Financial performance........................................................................................... 15
1.3(VI) SWOT Analysis..................................................................................................... 16
1.3 (VII) Market capitalization of banks in Indian banking industry ................................. 16
CHAPTER: - 2(A).......................................................................................................................... 17
JOB DESCRIPTION....................................................................................................................... 17
2.1 Job Description .............................................................................................................. 18
1. Clearing Department................................................................................................. 18
2. Government Business Department........................................................................... 20
3. Front desk Department ............................................................................................. 21
4. Small and Medium Enterprises................................................................................. 23
CHAPTER: - 3(A).......................................................................................................................... 25
ANALYSIS AND FINDINGS ............................................................................................................ 25
3.1 Clearing Department: -................................................................................................... 26
3.2 Government Business Department: -....................................................................... 26
CHAPTER: - 4(A).......................................................................................................................... 28
CONCLUSION AND SUGGESTION.................................................................................................. 28
CHAPTER: - 5(A).......................................................................................................................... 31

vi
KEY LEARNINGS.......................................................................................................................... 31
5.1 Clearing Department................................................................................................. 32
5.2 Government Business Department........................................................................... 32
5.3 Front desk Department ............................................................................................. 32
5.4 Small and Medium Enterprises................................................................................. 32
PART B .................................................................................................................................... 33
RESEARCH............................................................................................................................. 33
CHAPTER: -1(B)...................................................................................................................... 34
INTRODUCTION...................................................................................................................... 34
1.1 Introduction to the topic.................................................................................................. 35
1.2 Objectives of the study................................................................................................... 36
1.3 Scope of the study ......................................................................................................... 36
1.4 Limitation of the study .................................................................................................... 36
CHAPTER: - 2(B).......................................................................................................................... 37
REVIEW OF LITERATURE AND RESEARCH METHODOLOGY............................................................. 37
2.1 Review of Literature ....................................................................................................... 38
2.2 Research Methodology .................................................................................................. 40
2.2(I) Research Topic ....................................................................................................... 40
2.2(II) Sampling Procedure............................................................................................... 40
CHAPTER: - 3(B).......................................................................................................................... 41
HYPOTHESIS OF THE STUDY......................................................................................................... 41
CHAPTER: - 4(B).......................................................................................................................... 46
ANALYSIS AND FINDINGS ............................................................................................................ 46
CHAPTER: - 5(B).......................................................................................................................... 77
SUGGESTION, RECOMMENDATION AND CONCLUSION ................................................................. 77
5.1 Suggestion and Recommendation ................................................................................ 78
5.2 Conclusion...................................................................................................................... 78
CHAPTER: - 6(B).......................................................................................................................... 79
BIBLOGRAPHY AND ANNEXTURE ................................................................................................. 79
6.2 Annexure ........................................................................................................................ 81

vii
Table of Contents
Table 1:- Gender.....................................................................................................................477
Table 2:- Marital status ............................................................................................................ 48
Table 3:- Age............................................................................................................................ 49
Table 4:- Education.................................................................................................................500
Table 5:- Occupation...............................................................................................................511
Table 6:- Family structure.......................................................................................................522
Table 7:- Number of family members.....................................................................................533
Table 8:- Income group............................................................................................................ 54
Table 9:- Yearly income........................................................................................................... 55
Table 10:- Yearly tax paid........................................................................................................ 56
Table 11:- Monthly household expenditure ............................................................................. 57
Table 12:- Types of account.................................................................................................... 58
Table 13:- Common tenure of investment............................................................................... 59
Table 14:- Amount of investment............................................................................................. 60
Table 15:- Yearly saving .......................................................................................................... 61
Table 16:- Purpose of investment............................................................................................ 62
Table 17:- Awareness of investment option ............................................................................ 63
Table 18:- Decided to invest.................................................................................................... 64
Table 19:- Factors considered in investment .......................................................................... 65
Table 20:- Consult before Investment ..................................................................................... 66
Table 21:- After receiving maturity amount ............................................................................. 67
Table 22: -Reinvestment......................................................................................................68-70
Table 23:- Satisfaction from return .........................................................................................711
Table 24:- Satisfaction from current service...........................................................................722
Table 25:- Satisfaction on investment charge...................................................................733-74
Table 26:- Satisfaction from knowledge of staff ...................................................................... 75
Table 27:- Satisfaction from settlement process..................................................................... 76

viii
EXECUTIVE SUMMARY
Banking industry is one the fastest growing sector after 1991 because entry of
private player was allowed by Government of India. Earlier Indian banking industry
was run by public sector banks. Some of the player was State bank of India, Punjab
National Bank, IDBI bank, Canara bank and many more.
Axis bank Ltd came into existence in the year 1994 with advent of liberalization,
privatization and globalization. It was promoted by some top know company such as
LIC, GIC, NIC, The New India Assurance Company etc.
This report covers the topic “A study on the operational activities of departments
within Axis bank with special reference to saving and investment pattern of retail
customers.” Here in this topic it involves the working pattern of four departments –
Clearing department, Government business department, Small and medium
enterprises, and front desk department along with understanding the saving and
investment of retail customer.
In Cleaning department my task was bring the cheques from the collection
department to cleaning department and putting the data into excel and after that
process it into the service branch for scan purpose and also gave suggestion how
they can reduce maximum time to get cheque credited.
The Government business department deals with all the works related to the
government activities or business such as payment of IT return, service tax, PMSBY
etc. My task was to collect the form and verify the document. After that online
process of the document has to be done. Suggestion to the department was to make
customer educate how to us online gate way for payment so that mistake can be
reduce and work can be process fast.
The Front desk department is basically the first customer touch point where first
service encounter take place. Here the task was to help the front desk employee to
solve the customer enquiry, reviewing the day to day works of the front desk dept
such KYC. Some the challenge the department faces is less number of the
employee to address to customer enquiry. The suggestion was given to front desk
department was to strengthen the online customer enquiry so that number of visit of
customer can be decreased.
At the last the small and medium department which deals in deciding CC limit,
overdraft and term loan and provided limit to the customer on the basis of their
financial statement, the bank statement, firm registration. The information of financial
statement is put into CMA to find the Current ratio and adjusted ratio (Total outside
liability/Total net worth). Some other checking back criteria is churning method from
bank statement, Drawing power method. The suggestion was to introduce the online
document upload facility fast so that process becomes fast.
Some of the suggestion for the departments was:-

ix
 The clearing department should establish the scan facility which will reduce
the time period for customer cheque credit.
 The appointment of more Government nodal officers to manage the
department effectively.
The second part of my SIP topic was to analysis the saving and investment pattern
of retail customers in axis bank. Here to analysis the pattern I have used both
primary and secondary data. The primary data was collected through structured
questionnaire which was filled by the customer who visited in the bank and what they
expect from the bank on their investment in the bank , through personnel interaction
with the employees what they thinking about the various investment option
advantages and loop holes exists. While analysing the factors that influence the
customer’s investment pattern I have used some of the statistical test such as Chi-
square and anova to identify the relation between the factors. The secondary data
was collected from website, research paper on saving and investment, journals etc.
Hence the conclusion was drawn on customer response on questionnaire and
suggestion was made on conclusion. Some of suggestions are:-
 Most of the customers invest for the time period for less than 1 year. Hence
the bank must try to increase the tenure period of customer by offering high
interest rate. Bank provided rate of interest fixed deposit between 1 year but
less than 13 month is 8.20% where as interest rate between 14 month and
less than 15 month is 8.10%.
 Bank has to work upon their settlement process at the time of maturity.
The suggestion can help the company to attract new customers and retain them for
longer period of time.
 The bank has to increase interest rate on the basis of time period. If the bank
is providing 8.20 % between 1 year less than 13 month then the bank should
provide more than 8.20% when exceed 1 year less than 13 month
 Bank should introduce notification system of maturity date so that they can
process the maturity amount timely.

2
CHAPTER – 1(A)
INTRODUCTION

3
1.1 BRIEF ABOUT INDIAN ECONOMY:-
Indian economy is considered as one of the world fastest developing economy and
has position itself as the seventh largest economy in terms of Nominal GDP and third
largest economy in Purchasing Power Parity (PPP). India’s Economy had been
lining-up with more than 7% average growth rate for last two decades and with this
average growth rate it has replaced China in the last quarter of FY 2014 as world‘s
fastest growing major economy. With this growth rate of 7.3% the Gross Domestic
Production of the country has increased from $1708.46 billion (Nominal) & $5845.36
billion (PPP) in 2011 to $2308.02 billion (Nominal) & $7996.62 billion (PPP) in 2015.
As the per Goldman Sachs report India will be world 3rd largest economy by 2035
after United State and China and its GDP will be close t0 $ 30 trillion. The major
contribution in India’s GDP is from service sector which is 57% followed by
Manufacturing sector which is about 26% and Agriculture sector which is around
17% of total GDP. In 2013-14 the total export was Rs 189,973,019.25 lacs which Rs
163431883.47 lacs and Rs 146,595,939.96 lacs in 2012-13 and 2011-12. The major
export item in 2013-14 was meat and edible meat offal which around Rs 2721177.75
lacs, mineral fuels which was around Rs 39113537.96 lacs, Cereal Rs 6345211.92
lacs. The total import in 2013-14 was Rs 271735961.02 lacs followed by Rs
266916915.69 lacs in 2012-13 and Rs 234546324.5 lacs in 2011-12. The major
import items in2013-14 was Iron and steel Rs 5490585.66 lacs, cotton – Rs
431006.27 lacs.
ANNUAL GROWTH OF INDIA’S GDP FROM 1999-2014
8%
4.10%
5.40%
3.90%
8%
7.10%
9.50%
9.60%
9.30%
6.70%
8.60%8.90%
6.70%
4.50%
4.70%
0%
2%
4%
6%
8%
10%
12%
GROWTHPERCENTAGE
Source:-Www. tradingeconomics.com

4
In 2014, Maharashtra became the largest contributor in gross domestic production
which is about Rs 1476233 crores followed by Uttar Pradesh with Rs 886410 crores
while Andaman & Nicobar Island contribute least among other state with Rs 5351
crores.
GROWTH IN PER-CAPITA INCOME OF INDIA
(Source: www.tradingeconomics.com)
In 2013-14, Goa has highest per capita income among 33 Indian states and
territories with INR 224138 followed by Delhi with per capita income around INR
219979 and that is followed by Sikkim in third, Chandigarh at forth and Pondicherry
in fifth are the richest state in Indian economy. The top 5 states/UT with highest per
capita income has less than 3 crores population. Bihar, Uttar Pradesh, Jharkhand,
Assam, Manipur has least per capita income with less than Rs 50000.
HOUSEHOLD CONSUMPTION AND SAVING OF INDIA
3262.04
3513.9
3805.69 3901.38
4177.17
4546.59
4786.74
4966.81
5243.95
5565.05
0
1000
2000
3000
4000
5000
6000
2005-06 2006-07 2007-08 2008-09 2009-10 2010-11 2011-12 2012-13 2013-14 2014-15
USDOLLAR
599 646 673 706 747
0
200
400
600
800
2010-11 2011-12 2012-13 2013-14 2014-15
Consumption (Amount in US
dollar)
13308
16390
18329
20547 22124
0
5000
10000
15000
20000
25000
Saving (Amount in INR)
Source: - Www.tradingeconomics.com

5
1.2 HISTORY OF BANKING
Banking industry is considered as a backbone for all type of economy whether it is
developed, developing or under- develop economy. The concept of banking was
originated in 4th century where the temple was considered as the safest place and
most healthy people build temple for keeping their property safe. In Egypt, Greece,
Rome Babylon temples was involved lending money in form loan to the public of
their cities and has become the reason for many wars. In 1557 under the leadership
of Philips II of Spain has managed to burden his kingdom with debt which has
caused the world’s first bankruptcy. The reason behind was around 40% of Gross
National Production (GDP) was used to finance the debt.
Adam Smith and Modern Banking
The concept of banking has become more standardized when Adam Smith coined
the concept “Invisible hand theory” in his book “The Wealth of Nation” in the year
1776. According to the theory the individual try to maximize their wealth through
trade and entrepreneurship which help the society to grow. With this money lender
and the banker have restricted the government involvement in Banking sector and
economy.
1.2 (I) History of banking sectorin India
In India the concept of banking came into picture in the early period of 18 century
with the establishment of Bank of Hindustan in the year 1770 but it was liquidated in
the year between 1829 to1832. In June 1906, British government have opened
another bank in Calcutta which they named as Bank of Calcutta along with other two
bank: - Bank of Bombay & Bank of Madras. These three banks merged themselves
in 1926 to from Imperial Bank of India and after independence it changed it’s named
to State Bank of India in 1955. After independent the Government of India
nationalised Reserve bank of India in 1949 and passed Banking Regulation Act
under which each bank have to follow the rules prescribed by RBI. In the year 1969
14 banks were nationalised and other six banks were nationalised thereafter.
Basically before 1991 there was restriction from Indian government that no private
player will be allowed to open any bank or no other foreign bank will allowed
operating in India. But after Liberalization, Privatization and Globalization (LPG) most
of private player and foreign player were given licensed to open bank in
India. Banking industry in India can be classified to following types:-
1. Retail Banks: - The retail banks most focus on provided the service to the
individual customer. Services offered by such bank include saving, providing
personal loan, Home loan, term deposit etc.
2. Commercial Banks: - The main purpose of the bank is to accept the deposit
from the public and lending of money to the public both individual and
corporate. The commercial banks act as the financial intermediaries between

6
the depositors of the money and borrowers of the money. The commercial
bank can be divided into two types:-
 Public sector banks: - Public sector banks are those banks where
major stake is owned by govt and rest is owned by the public. Some of
such banks are Punjab National Bank, Canara Bank, Bank of India etc.
 Private Sector banks: - Private bank are those bank which are owned,
controlled and managed by private promoters. Some of private banks
are HDFC, ICICI, Axis, Kotak Mahindra etc.
 Foreign Banks: - Foreign banks are those banks which are operating
outside out the country it have been formed. For example HSBC,
Standard Chartered bank.
 Regional Rural Banks: - Regional rural bank was formed under RRB
act in the year 1975. The purpose behind the formation was to provide
credit facilities to rural and agriculture region. These banks are allowed
to operate on that area which is specified by the government of India.
3. Investment Banks: - It is the financial institute that help the individual,
corporate and government to raise funds by acting as agents in issuance of
the securities. Whenever there is any merger, acquisition, or liquidation of the
companies it help its customer with support such as sale of equity, foreign
exchange .For example JPMorgan, Goldman Sachs, Barclays etc.
4. Cooperative Banks: - These banks are those bank which are controlled,
owned, managed by the cooperative society under the Cooperative society
Act 1912. There are three types of Cooperative Banks:-
 Primary credit societies: - These banks operate on small villages/town
and provide credit to public staying in that society.
 Central cooperative banks:- These banks operate on district town and
their function are similar to other banks.
 State cooperative banks: - These banks operate in all the state of the
country.
5. Specialized Banks: - These banks provide special service to their customer by
providing huge financial support to business who are involved in export-import
business, foreign exchange business etc. For example EXIM bank.
6. Central Banks: - These banks are known as “Banker of banks”. The central
bank in India is “Reserve bank of India” and United State it is “Federal Bank”.
They frame monetary policy, decide interest rate, control other banks, and
manage foreign exchange.

7
1.2 (II) Structureof Indian banking industry
(Source: - www.ibef.com,Banking March 2015)
1.2(III) Currenteconomictrends ofbankingin India
The banking plays a vital role in development of Indian economy. The total assets
size of Indian banking industry has increased from US $ 250 billion in 2000 to US $
1.8 trillion in 2013-14. The banking business to GDP has almost double it from 68 %
to 135 % during the last decade. Even though the banking industry has been
growing at faster rate but it has been facing challenges like deteriorating assets
quality, government deficit, huge non-performing assets, and implementation of
Basel III.
RESERVE BANKOF
INDIA
Banks
Scheduled Commercial
Bank
Public Sector Banks (26)
PrivateSector Banks
(20)
Foreign Banks(43)
Urban Cooperative
Banks (1606)
Rural CooperativeCredit
institution (93550)
Cooperative Credit
Institution
FinancialInstitution
All India financial
Institution
State -Level Institution
Other Institution

8
Some of the key performance of the Indian banking industry:-
1. Credit growth: - As Indian economy is growing in faster rate there is also rise
in credit growth from 17 %( approx) in 2013 to 18 %( approx) in 2014.
2. Growth in deposit: - Growth in deposit remained subdued in spite of having
high interest rate offered in saving account with the bank. Growth increased
from 14% in 2013 to 17% in 2014.
3. Growth in net interest rate: - the most of bank has said that there was
increase in net interest rate which has increased from 17% in 2013 to 19% in
the financial year 2013-14.
4. Growth in PAT: - Growth in PAT for most of the bank has increased
sustainably. The average growth in PAT for Indian bank has increased from
14 % in 2013 to 21% in 2014.
5. Return on equity: - The return on equity has increased to 17% in FY 2013-14
from 16% in 2012-13.
(Source: CII survey on health of Indian Banking sector in current regulatory environment)
Projection on growth in credit sector wise: -
1. Corporate Loan: - the corporate loan segment has grown 19% in FY 2013-14
which was 17% in FY 2012-13 and expected to grow more in FY 2014-15.
2. Retail Loan: -The retail loan segment has declined to 23% in FY 2013-14
which was 24% in the FY 2012-13.
3. SME Loan: - Small and medium enterprise has been facing a economic
slowdown. Hence growth in SME remains same for the FY 2012-13 and FY
2013-14 which was 20%.
0%
5%
10%
15%
20%
25%
Credit Growth Growth in
deposit
Growth in net
interest rate
Growth in PAT Return on
equity
17%
14%
17%
14%
16%
18%
17%
19%
21%
17%
2012-13
2013-14

9
4. Agriculture Loan: - Agriculture loan has declined to 21 % in the FY 2013-14
from 23 % in the FY 2012-13.
(Source: - CII survey on health of Indian Banking sector in current regulatory environment)
Growth in money supply from FY 2008 – 2014: -
(Source: - IBA statistic, RBI)
0%
5%
10%
15%
20%
25%
Corporate Loan Retail Loan SME Loan Agriculture
Loan
17%
24%
20%
23%
19%
23%
20%
21%
2012-13
2013-14
134 150
190
269 282 283
290
212 223
262
306 356 359 370
660 678
736
859
905 907
920
0
100
200
300
400
500
600
700
800
900
1000
AMountinUSDbilion
Currency with public
Deposit money of public
Time deposite

10
1.2(IV) FUTURE GROWTH OF BANKING INDUSTRY
With Make in India concept the banking sector is going to play important role in
development in Indian economic. It is expected that the Indian banking industry will
be 3rd position in the world by 2025.According to the RBI around Rs 5 lakhs crore will
be required by Indian banking sector under BASEL III.
The total banking credit is expected to increase to US $ 2.4 trillion in 2017. The
disposable income of Indian household is expected to grow at CAGR 3.6 % over the
next 15 years.
(Source: - IBA Statistic, Reserve Bank of India)
With development in infrastructure and technology base in India there has been a
shift from traditional branch banking to online banking. ATM machine are not only to
withdraw of money but now a days it also provide multiple facilities such as bill
payment, fund transfer etc with has reduced the pressure of branches. In 2013-14
the total number of ATM has increased to 173697 and it is expected to increase
twice by 2020. The total number of users in ATM in 2012 was 114 million which
expected increase by 300 million user in 2020.
17 23 27
35
44
60
75
105
142
174
0
20
40
60
80
100
120
140
160
180
200
2004-05 2005-06 2006-07 2007-08 2008-09 2009-10 2010-11 2011-12 2012-13 2013-14
Growth in ATM (000 units)

11
1.3 COMPANY PROFILE
Axis bank was the first private bank in India to start its operation in 1994, after
Government of India allowed private players to start banking business. The bank
was promoted in 1993 jointly by United Trust of India, Life Insurance Company,
General Insurance Company, National Insurance Company, The New India
Assurance Company, The Oriental Insurance Corporation and United India
Insurance Company.
Axis Bank has registered office in Ahmedabad and corporate
office is located at Mumbai. Bank has wide range of network of 2589 branches and
more than 12355 ATMs as on 31 March 2015. With wide ATMs network it became
the first private bank in India to operate ATMs at one the highest sites at Thegu,
Sikkim at the height of 4020 meter from sea level. The bank also operates outside
India with eight international offices in Singapore, Shanghai, Hong Kong, Dubai,
Colombo. The total assets of bank outside India were US $7.86 billion as on 31
March 2015.
1.3(I) Promoters
The bank was set up with paid up capital of Rs 115 crore with UTI contribution of Rs
100 crore, LIC with Rs 7.5 crore and GIC and its other promoters with Rs 1.5 crore
each. The shareholding of Unit trust of India was transferred to SUTTI which was
established in 2003 with shareholding of 11.66%.
United Trust of India was set up under
UTI act 1963 with a motive to encourage for saving and investment. In December
2002, the Parliament of India has replaced the UTI act 1963 with UTI act 2002 in
which two new entity UTI – I and UTI – II. The government of India has appointed
Mr. K.N.Prithviraj as a administrator of UTI look after UTI – I where government has
continuing obligation and commitment to investor.
Board of Directors
 Mr. Sanjiv Misra (Chairman)
 Mrs. Shikha Sharma ( Managing Director and CEO)
 Mr. K.N. Prithviraj (Director)
 Mr. V.R. Kaundinya (Director)
 Mr. Prasad R. Menon (Director)
 Mr. Samir K Barua (Director)
 Mr. Som Mittal (Director)
 Mrs. Ireena Vittal (Director)
 Mr. Rohit Bhagat (Director)
 Mrs. Usha Sangwan (Director)

12
 Mr. S. Vishvanathan ( Executive Director & Head, Corporate banking)
 Mr. Sanjeev K Gupta (Executive Director & CFO)
 Mr. Sanjeev Kapoor (Company Secretary)
1.3 (II) Vision Statements and Core Value
Vision 2015: -
 “To be the preferred financial solutions provider excelling in customer delivery
through insight, empowered employees and smart use of technology”
Core Value: -
 Customer Centricity
 Ethics
 Transparency
 Teamwork
 Ownership
1.3(III) OrganizationalStructure
Officer
Asst. Mang
Deputy Mang
Manager
Senior Mang
AVP
DVP
VP
SVP
President

13
1.3(IV) Overviewof different businesssegments
 Retail Banking: - The bank aims to increase its market share through wide
retail franchise. The segment has become a key driver for bank’s growth
strategy. The bank offer wide range of product across deposits, loans,
investment solution etc in order to create a strong relation with the customers
by providing a better high quality service.
The bank provide retail loan to its
customer with standardised appraisal and oversight mechanism. The bank is
one of largest debit card issuer in the country which has increase from 142.99
lacs in 2013 to 147.89 lacs in 2014. The bank is 6th largest credit card issuers
in the country. In order to provide better service to NRI, bank has launch 24X7
helpdesk for NRI customer with free number.
 Business Banking: - The Business banking focus on offering a range of
current account product and cash management solution covering corporate,
central and state government as well as small and medium business.
In cash management service (CMS) business bank provided
integration for both collection and payment between bank and corporate for
endless transaction and information flow. The bank also provide MIS report to
corporate for proper accounting and reporting the bank is also collect taxes on
behalf of Government with its 406 authorised branches in 226 location across
the country.
 Corporate Credit: - The bank introduced various products for the corporate.
The fee based business through loan syndication, trade finance and treasury
business has grown. The internal and external rating of the credit facilities for
the customer is done on continuous basis. The bank infrastructure business
included project lending, project structuring etc.
 Treasury: - Bank has a treasury which help to cover both domestic and
international market. It participates in primary action of the RBI. With increase
in export and import business the bank has emerged as one of the leading
bank for foreign exchange and trade financial service. The GFID (Global
Financial Institution Division) is responsible for business relation with financial
institution across the geography.
 Informational technology: - Technology is one the key resource to sustain in
this modern competitive market. The bank is working continuously in
improving in its information technology. The bank has received certification
ISO 27001:2005 for keeping a standard of Information security management
system. In 2011 the RBI working group has recommend the bank to look upon
electronic banking, cyber fraud etc. Hence the bank has implemented many
information security solution to protect customer data, external threat etc.
 Agriculture: - The bank is playing an important role in the development in the
agriculture sector. In order to provide a strategic agriculture lending where
bank believe that agriculture is intensive and potential market exist. To grab
the market where banking service is not developed the bank has formed 3

14
new ABC’s in Guwahati(Assam), Bhubaneswar (Odisha) and Patna (Bihar).
The agriculture business in axis bank was operated through 759 branches.
Apart from lending bank also participate in awareness campaigns which help
the farmer in developing their skill in farming with the help of National Bank for
Agriculture and Rural Development (NABARD). As on 31 march 2013 the
bank provide Rs 14845 crore as credit to farmer to agriculture land.
 Human Resource Management: - The bank is working hard to provide a
better skilled employee along with better working condition. The bank has
arranged a training and education institute for the employee so that they can
maintain a strong employer brand in the industry. It also arrange a regular
feedback session for employees on policies and practices followed in the
organization. Axis Leadership Practice (ALPs) which are introduced for
different level of employees in order to understand the pattern in employee
behaviour.
 Corporate Social Responsibility: - the bank is aware about the Corporate
Social responsibility which is engaged in uplifting the society. For this purpose
the bank has setup- the Axis Bank Foundation which focuses on livelihood,
poverty alleviation program, educations for the society. Presently the
foundation is running 40 programs in 163 cities which targeted 7, 27,059
beneficiary.
.
1.3(V) Productand Servicesoffered to the customers
Account
 Saving Bank Accounts: - Following are the types saving bank account.
1. Easy Access Saving Account.
2. Prime Saving Account.
3. Future Stars Saving Account.
4. Prime Plus Saving Account.
5. Women Saving Account.
6. Pension Saving Account.
 Current Bank Accounts: - Types of current bank account.
1. Regular Current Account
2. Exclusive Current Account
3. Current Account By Industry
4. Tailor Made Current Account
Deposit
Following are the few products which Axis bank offers to its customer for deposit:-
Fixed Deposits, Tax Saver Tax Deposits, Fixed Deposit Plus, Recurring Deposit,
Encash 24

15
Loan
Types of loan offer by the bank to its Customers. Some of them are: - Home loan,
Car loan, Personnel loan, Goal loan, Loan against the property etc.
Foreign Exchange
Some of foreign exchange are:- Multi-currency Forex Trade, Travel Currency Card,
Foreign currency cash.
Insurance Business:-
Insurance products are: - Life Insurance, Health Insurance, Home Insurance etc.
1.3(V) Financialperformance
1. Total Deposit: - In the year 2014-15 the total deposit in saving and current
account has increased to 14.77% from 11.21% in the year 2013-14.
2. Total Advance: - The total advance to both the retail and non retail has
increased from 16.81% in FY 2013-14 to 22.17% in FY 2014-15.
3. Total Assets/Liabilities: - The total assets/liabilities have increased to
20.53% in the FY 2013-14 from 12.53 % in the FY 2013-14.
4. Other Income: - the other income which included fee income, trading profit,
Misc.income has declined from 13.04% in the financial year 2013-14 to
12.96% in the year 2014-15.
5. Net Interest Margin: - the net income of the bank has grown to 3.91% in FY
2014-15 from 3.81% in the FY 2013-14.
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
11.21%
16.81%
12.53% 13.04%
3.81%
14.77%
22.17%
20.53%
12.96%
3.91% 2013-14
2014-15

16
1.3(VI) SWOT Analysis
STRENGTH
1. Axis bank has largest ATM
network among the private bank.
2. It become the first bank to
introduced Ping Pay and Fixed
deposited plus.
3. A large number of portfolios in
product and service.
4. One largest bank to provide
loans for agriculture purpose.
WEAKNESS
1. Less number of branches (2402) as
compared to its competitors.
2. Lack in using updated technology as
compared to its competitors like ICICI .
3. The shares of axis bank continuously
fluctuate which de-motivate
shareholder.
OPPORTUNITY
1. Have the opportunity to expand
in the rural areas.
2. Have opportunities to open more
branches and become one of
top 100 banks in world.
THREAT
1. Entry of new banks in the Indian
market.
2. Changes in repo rate and reverse repo
rate by RBI.
3. Most of the government schemes are
offered by PSU banks.
1.3 (VII) Marketcapitalizationof banks in Indian banking industry
(Source: - www.moneycontrol.com)
250623
170277
149690
111464 110857
49715 38634 27046
9895
0
50000
100000
150000
200000
250000
300000
AmountinCroresRupees
Banks
Market capitalization

17
CHAPTER: - 2(A)
JOB DESCRIPTION

18
2.1 Job Description
It was my privilege to be a trainee at Axis bank limited (Civil line branch), Nagpur
which is 10 largest branch of Axis bank in PAN India. I have been trained on various
departments such as clearing, SME’s, front desk. Mentors from various departments
helped to understand the various type of the work they carried on daily basis. They
started to allocate the task for better understanding of the work.
Title of the job: - Summer intern
Division: - Operation & Finance
Sub Division: - Clearing, SME’s, Front desk, Govt Business
Working hour: - 9.30 am to 7.00 pm
Summary: -
Axis bank internship program gave me an excellent opportunity in understanding the
various banking operation and receiving the valuable on- the- job- training.
KRA’s: -
1. Clearing Department
The department basically deals with the process of collecting the customer
cheques specially the outgoing cheques (other bank cheques) from the drop
box. After that dividing the cheques on the basis of: - a) CTS cheques and b)
non CTS cheques. Again CTS cheques are divided on two criteria: - a)
cheques amount below Rs 25000/- and cheques amount above Rs 25000/-
and then putting all the information related to cheques into excel such as
MICR number, cheque number and amount and all the cheques are stamped
with axis bank stamp and its is process to service branch account for
scanning purpose and the scanned cheques sent to the Mumbai office from
where its send to respective branches for verification and if there any issues it
is revered back to the bank and the message is sent to the customer for not
clearing of cheques and ask to collect back to the cheques or sometimes
bank courier the return cheques to the respective customer on their address if
the cheques remain uncollected for long time. Non CTS cheques are process
once a week i.e. on Saturday as per RBI guideline.
 Objectives of training: -
 To understand day to day operation of clearing department.
 To understand different customer enquiry and problem.
 Job Responsibility:-
 Collecting cheques from cheque drop box.

19
 Dividing the cheques on CTS and non CTS cheques with respective
amount.
 Excel sheet entry of cheques details.
 Stamping and process it to the service branch “Wardi
 Flow chart of Clearing department:-
Customer Cheques
Cheques are put into
drop box
Collecting of cheques by
clearing dept. from drop
box
CTS(Cheque Transaction
system) cheques
Cheques Below Rs
25000/-
Data of cheques in Excel
such as MICR,Cheque
number,Amount
Sent to service branch
(Wardi branch) for
scaning.
Scanned Cheques are
sent to mumbai branch(
HO )
Scanned are sent to
respective branch based
on MICR code for
approving of cheques
Amount Credited to the
party
Not clear cheque
Cheques Above Rs
25000/-
Non CTS Cheques ( Only
sent to serive branch on
saturday
Return back to
respective Customer
via tele-calling,
message, courier
Returnback to
respective
branches

20
2. Government Business Department
This department basically deals all the works related to the government
works. It accepts the fill up form of such as MHARD, IT return, PMBSY etc.
After accepting the offer it verify all the document that customer have
submitted to him, the document may be PAN card, ADHAR card, bank details,
pay slip etc. If there is any mistake or rectification is required the he sent it
back to the customer to make it correct so that it can be processed and if
there is no such mistake or ratification required with the form then he process
the document to next step. The next step involve two step:- (A) Filling the
document in online about the detail of the customer. It may in the case of
payment of taxes such as IT return, VAT tax etc. in GBM (Government
business nodal) or in finacle or in easy pay. (B) Processing the document or
form to the Head Office such as Public provident fund scheme etc and if there
is any issues or mistake it is sent back to the officer for rectification. Once it is
returned from head office to the nodal officer then he directly sent back the
document to the customer for rectification.
 Objective of training: -
Objective behind training with the Government business department was:-
 To know more about various Governments earning and which tax are paid
to which department and how bank help customers to make payment.
 To understand various problems and enquiry of the customers.
 Job Responsibility: -
 In the department the responsibility was to collected form such as form
281, IT returns, form 15G & 15H from customers.
 After collecting the form all the details of the form has to be verified such
whether the name of the customers matches with the identify proof/
address proof provided by the customers.
 After verifying the details of the form have to filled online and then process
it to the nodal officer for online payment.

21
 Flow chart of Government Business Department:
3. Front desk Department
Like other department front desk department plays a vital role in solving the
enquiry and the problem faced by customer in the banking transaction. It is
only department where direct service encounter take place between the bank
customers and bank employee take place. Front desk department are further
divided into sub department such as DD, NEFT/RTGS, Customer Care, and
Cash Counter.
Customer
Filled up form
(MHADA,IT return,
PMBSY etc)
Submitted to
Government nodal
officer for vertification
Verification of
document by
government nodal
officer
If retifiaction Required
If no retifaction
Required
Data are feed up into
into the finacle or
Government module
alongwith the cheques
Sent to HO for the
apporav in caseof
Public providentFund
If any retification
required or document
required
Return back
to the
customer
Return back
to the
customer
Return to the
bank / GNO

22
 Flow Chart of Front desk Department:-
 Objectives of training: -
 To understand working environment of the department.
 To understand various investment option with the Axis bank.
 Job responsibility:-
 Understanding the process followed in the banks related to RTGS/NEFT
and DD/PO
 Verifying all the passed customer cheques from various departments such
as DD/PO department, RTGS/NEFT and cash counter department in term
Customer
Front desk department
DD/PO department
Customer cheques
Verfication of cheques in
terms of balance in customer
account,signature, UV
Debitinng the customer
account and crediting the
DD/PO account of axis bank on
behalf of beficary name
Provide customer with
printed DD/PO
RTGS/NEFT department
Customer Cheques
Verfication of cheques in
terms of balance in
customer
account,signature, UV
Filling a details in
finacle of customer and
beificary account
Debited the customer
accounts and crediting
the benificary account
Customer care
department
customer enquiry
ATM/Debit card/Credit
card problem/ Saving
account issue etc
Enquiry related to
various investment
option
Upto date balance
enquiry/ Inward
cheques
Claim related to the
maturity amount from
investment avenues
Cash Counter
Major issues/ problem
faced by department in
relation to customer are
transferred to Assistant
Vice President/ Vice
President

23
of Ultra Violet stamp and signature verified stamp and signature of
authorised employee.
 Verifying the number of kit (all the types of card) available in the stock with
the update information in finacle
4. Small and Medium Enterprises
As per Axis Bank guidelines Small and Medium Enterprises are those with
turnover up to Rs 150 crores. The segment with SME’s are: - 1. Small
Enterprise Group (SEG) with exposure size up to 5 crores including funding to
micro/tiny enterprises 2. Medium Enterprise Group (MEG) with exposure size
greater than 5 crores. This department is generally involved to provide limit to
the customer so that they can run their business smoothly. This limit can be
fund base limit and non fund base limit. In case of fund base limit it included:-
Cash credit limit, over draft limit, Overdraft limit, term loan limit and in case of
non fund base limit it include:- Letter of credit and Bank guarantee. Some of
the products of SME’s are:-
a. MSE Power: -
 Eligibility: - Only manufacturing unit and it should be micro or small
enterprises as defined by MSMED act.
 Amount of loan: - Minimum Rs 10 lacs and Maximum Rs 500 lacs.
b. Services Power:-
 Eligibility: - Only service enterprises and it should be micro or small
enterprises as defined by MSMED act.
c. Business MPower Overdraft:-
 Eligibility: - Proprietor concern/ Partnership firms/ companies/ Trust.
 Objectives of the study:-
 To understand the various task related to the department.
 Understand how to solve the customer enquiry and problems.
 Job Responsibility: -
 Preparing the check list of documents for the customer and get back to
the customer in case of deficiency documents.
 Preparing CMA (credit monitoring appraisal) and reviewing the CMA
reports.
 Visit to the customer business place for inspection.

24
 SMALL AND MEDIUM ENTERPRISES DEPARTMENT FLOWCHART
Customer Request
Know yourclient
Ask to fill up
application form
and list of
document
Checking of
documents
CIBIL,RBI defaulter
risk, ECGC
defaulter risk
If all checking
shows poitive
Credit
Monitoring
Assessment
Rating
Template Non Template
Sanction
Committee
Property
Valuation
Documentatio
n
Payment of
stamp Duty
Issue of limit
If name appears
Reason for
such default

25
CHAPTER: - 3(A)
ANALYSIS AND FINDINGS

26
3.1 Clearing Department:-
Clearing department is one of the important departments not only for Axis
bank but for any bank because its working has direct impact on satisfaction
level of customers. In order to perform the job in clearing department the
employees should have knowledge of Microsoft excel and words. Since all the
works such as data entry are made in MS excel and words. And this MS excel
sheet are used to tally with the number of the cheques and with their details in
the service branches.
The employees should have the knowledge about the different types of
cheques and rules prescribed by the Reserve Bank of India on it. For example
the outward CTS cheques can processed every day where as outward non
CTS cheques are processed only in the Saturday. Before the cheques are
sent to the service department the cheques are verified properly from the
bank end. Generally verification is done with respect to authenticity of cheque.
In spite of doing all the works with sincerity the employees face the lot of
challenges in terms of partially completed cheques which is difficult to
process. Another challenges that the bank faced was return back cheques
without any issues and hence it have to process again as per the procedure
prescribed by the Axis bank norms. The procedure of followed by the bank is
too lengthy and it required time to get customer account credit minimum 2
days.
3.2 Government Business Department: -
The Government Business Department help the customers in solving their
enquiries related to Government of India and state Government such as
payment IT returns, service tax, Form 281, Form 15G & 15H. The department
is managed by Government nodal officer. In order to run the department the
nodal officer should have sound knowledge about finance, law, taxation,
finacle software. Nodal officer working style is mostly same throughout the
India and hence if there is any issue or problem he reports to AVP (operation).
Form 281 is generally payment of TDS; Form 15G (non senior citizen) & 15H
(senior citizen) is declaration from customer that their income is not taxable.
Apart from having better working environment conditions the government
nodal officer face certain challenges. These challenges are:-
1. The customer don’t have document prescribed by RBI such as PAN card,
Adhar card, Driving licence that are to be submitted with form 281, form
15G or 15H.
2. The hand written form submitted by the customer to the officer has lots of
errors.
3. Entire department is run by single nodal officer so it becomes difficult to
handle large customer at single point of time.
4. In the era of advance technology the bank do most of the work manually
hence the work process is too lengthy.

27
3.3 Front desk Department:-
It is only the department where first service encounter take place between the
customers and the service provider. There satisfaction level of customer total
dependent upon the service provided to them. To perform the job in front desk
department the employee should know how to handle customer enquiry,
should have sound knowledge in usage of finacle software, MS excel &
words, knowledge of various investment option etc. All the departments such
as DD, NEFT/RTGS, Customer care and Cash counter are interrelated to
each other. All unsolved enquiry are directly transferred to the AVP
(operational head)/ branch head so that they can solved it from their end. In
spite of having smooth systemic work flow they face lots of problem or
challenges such as:-
1. Since front desk department is place where first service encounter take
place so this leads to overcrowding in single desk. Hence it is very difficult
to control large number of customers in single desk.
2. Most of customers who want their enquiry or problem to solve first. So it
create barrier for the employees to perform their jobs.
3.4 Small and Medium Enterprises:-
This department is involve in providing loan to the customer in form of Cash
credit limit, overdraft limit, term loan to the customer so that they can run their
business effectively and efficiently. Before providing loan to the customer it
required lot of analysis with the help of following:-
1. Preparing of Credit Monitoring Assessment in order to calculate Current
ratio and total outside liability/owner net worth.
2. Analysis of drawing power of the individual.
3. Analysis of document such as partnership deed, current account, IT
returns.
Hence in order to perform the job in small and medium enterprises the
employees should have the knowledge on accountancy, law, ratios, good
command in MS excel and words. Hence the qualification it required is
Chartered Accountant, MBA (Finance). Some of the challenges the employee
faces are:-
1. Lacks of documents:- The customer don’t submitted most of document for
verification. Hence it is very difficult to evaluate the performance of the
customer business.
2. Most of the customer CIBIL score is less 720. If the CIBIL score is less
than 720 it means that customer is not repaying the loan instalment in
time.

28
CHAPTER: - 4(A)
CONCLUSION AND SUGGESTION

29
4.1 Clearing Department
The department follows a lengthy process hence time requirement also
increase in order to get the cheque credited. At least 2 days to get cheque
credited. In order to reduce the time and cost it is important that the scan
facility should be established in the bank only rather sending to the service
branch.
Q. How establishment of a scan facility within bank will help in reducing the
cost and reduced the time to credit the cheque?
(A) Costing for employee:-
- Distance between civil line branch and wardi service branch= 6 km (approx)
- Travelling expenditure for every km= Rs 5/- km.
- Every time up and down expenditure= Rs (6 * 5)* 2 = Rs 60.
- Number of time visit on an average is 3 times = Rs (60*3) =Rs 180/- per day.
- In a month 26 days = Rs (180*26) = Rs 4680/- (approx).
- Salary paid to the employee = Rs 13000/- (approx).
- Monthly expenditure = Rs 13000 + Rs 4680 = Rs 17680/-(approx).
- Yearly expenditure = Rs (17680*12) = Rs 212160/-(approx).
(B) Costing for scanner facility: -
- Purchase of scanner machine – Rs 70000/-(assume life time 3 years.)
Cost for 1st year – Rs 24000/-.
Yearly employees salary- Rs (10000* 12) = Rs 120000/-.
Yearly electricity cost – Rs (2500*12) = Rs 30000/-.
- Total expenditure = Rs (24000+120000+30000) =Rs 174000/-
(C) Total saving per year: - Rs 212160- Rs 174000 = Rs 38160.
Secondly, like the ATM machine which provide immediate cash to the
customers in the same introducing the cheque accept machine which
immediately could credit the account of the customer without taking time.
4.2 Government Business Department
The rules for the Government business department are made by the Reserve
bank of India and Government of India. Hence the nodal officer has to follow
the prescribed rules and regulation. Most of the customer has insufficient
knowledge about various benefits that they can avail from the government for
the investment made. For example as per the rule of the Government any
interest income above Rs10000 is taxable so individual whose individual
income don’t fall under the income tax slab can get rebate by making
declaration through form 15 G. Hence it is important for nodal officer to make

30
customer aware of various benefits and how to use online for payment of
various taxes without visiting to the bank.
4.3 Front desk Department
Since the customers is not familiar with online service of bank hence they
have to totally depend on the bank or even though the customers know how
to use the online facilities they will not use the online rather they feel it is more
convenient to go bank to solve their enquiries and problems.
Therefore whenever the customers come to bank with their enquiry or
problems the bank employee should help the customers to solve their
enquiries or problem by their own through online. For example if customer
want to change his mobile number then bank may help them with word format
how without going to bank they can change their mobile number in bank.
4.4 Small and Medium Enterprises
The department involve more manual work hence it generally required lot of
time to provide credit facilities. They must try to shift online so that they easily
find out whether the customer is eligible to get credit.
Go to any Axis bank
ATM
Insert your
Debit/credit cardand
put the pin when
asked
Go to Special menu
Click on Phone
number/ Apply
passbook onlineetc
Put earlier mobile
number and Dateof
Birth and request for
change
Type the new mobile
number and press
confirm

31
CHAPTER: - 5(A)
KEY LEARNINGS

32
5.1Clearing Department
1. What were the stages are involve in collecting outward cheques of
customers from collection department till credit.
2. The RBI rules and regulation established for the cheques.
3. How to solve the customer enquiry related to cheques?
5.2 Government Business Department
1. Learn about various different type of form related to government such as
form 281, 15 G, 15 H etc.
2. How to use finacle software and Government business module for online
form fill up
3. Helping the customer on in solving the enquiry related to Government
business model.
5.3Front desk Department
1. Learned about various investment options such as PMBSY, Hybrid mutual
fund etc with the Axis bank and criteria’s such as tax benefits, interest rate
included in each of the investment.
2. Since it is only the department where customers and employees meet
each other first. Here my learning was what are the enquiries and
problems customers bring with them and how to solve their enquiries and
problems so that their satisfaction level is always high.
5.4Small and Medium Enterprises
1. My learning in SME’s department was how to prepared CMA (Credit
Monitoring Appraisal) sheet through profit and loss account and balance.
From CMA sheet how to prepared CMA report and analysing the CMA
report for approving CC limit or Overdraft limit or term loan. And other
method such drawing power method and maximum banking power.
2. What are the documents required before approving the limit such as
collateral, registration certificate of company or partnership deed.
3. Learned the various criteria should be followed during physical inspection
of the customers business.

34
CHAPTER: -1(B)
INTRODUCTION

35
1.1 Introductionto the topic
Banking is the one of the sector which reflects the country’s economy. This
sector helps in the development of economy through funding. Now the question
arise how banks arrange the fund that it distributed to the public? The answer of
the question is from the customer saving and investment in their banks.
Researches says that over the period of time a customer can make money
through saving but it is always better to invest in portfolio for long run financial
goals. Investment means taking risk and the success in the investment depends
upon the ability to diversify the risk. Investment is the current commitment of
money for a period that will reimburse for future inflation, uncertainty. In country
like India which face the enormous task of sufficient capital in their development
effort. Having high capital output ratio in India it requires high interest on saving
and investment in order to attain high level of growth. In 1980 Mr. P.V. Narsimha
Rao said that “increase in saving will be use for increased in capital formation
and that increase in capital formation will lead to economic growth”
In an investment there are three dimensions.
Some of the investment avenues of the Axis bank are:-
1. Fixed Deposit 2. Recurring Deposit 3. Public Provident Fund 4. Insurance
5. Pension scheme. 6. Share & stock.
Today’
Scarifies
Prospective gain
in future
Investment
Time

36
1.2 Objectives of the study
Some of the objectives of the study are as follows:-
1. To study the whether there is any impact of income into the amount of
investment in the axis bank.
2. To identify what are the factors that influences the retail customer while
investment
3. To identify what are the other sources the investor would prefer to invest apart
from Axis bank and the reason of such investment.
1.3 Scope of the study
The project is aimed to how to attract more number of customers and motivating
them to investment in the bank for long period. With respect to that the project
also tries to identify the satisfaction level of the customer who have already
invest and how it can improve on those elements where it is lacking behind.
Although the study was conducted on real time data, but the study is limited only
Civil line branch, Nagpur. The analysis and recommendation was for only Axis
bank Civil line branch, Nagpur.
1.4 Limitation of the study
(i) The study was conducted in only one branch (Civil line branch, Nagpur).
(ii) The customers were not cooperative.
(iii) Number of respondents for the study was 52.

37
CHAPTER: - 2(B)
REVIEW OF LITERATURE AND RESEARCH
METHODOLOGY

38
2.1 Review of Literature
Retail banking aims to provide many financial services under one roof for
their customer. Some of the financial services are opening of accounts
(saving, current, corporate), forex service, providing loan facilities, mutual
fund etc
Review of literature helps the researcher to proceed in their research in the
right direction. There are various research conducted in retail banking.
1. Prof. Ujwala Bairagi and Prof. Charu Rastogi of MIT School of
Management, Pune, Maharashtra conducted research on “The Saving
Pattern and investment preference of Individual household with the
special references to Pune city”. The objectives of the study are as follow:-
a. To study how social, economical, educational and occupation factors
determined the preference of individual saving and investment.
b. To suggest the investor about various investment option available with
financial institute.
Researcher has concluded that: -a) investor like professionals, businessman
pays less attention in evaluating the pros and cons in investment.
b) There has been increase in number of working women hence they must be
made aware about various investment option.
2. Another research was conducted by Prof. CA Yogesh P Patel and Prof CS
Charul Y Patel of S.K Somaiya college of Arts, Science and Arts on
“Investment perspective of the salaried people with special reference to
the private sector”. The aim of the study was:-
a. To study the behaviour of salaried person working in private sector
and their perception towards investment alternatives.
b. Also to provide the factor to be considered while investment.
Research has conducted that the salaries people are more concerned with
following factor while making investment: - 1. Risk and Return 2. Tax
factors.
3. Prof. Amruth Raj Nippatlapalli of V.R. College, Vikrama Simhapuri
University, India conducted a research on “The Customer satisfaction level
of commercial banks with the special reference to State Bank of India”.
Customer satisfaction is one of major indictor which leads to purchase and
loyalty. The objective of the study was:-
a. To study satisfaction level of customer towards the State Bank of India
b. To evaluate the merits and demerits of State Bank of India.

39
The researchers came with conclusion that the satisfaction level on the
awareness related to online transaction, interest rate on loan, ATM facilities is
negative.
4. Dr. Ananthapadhmanabha Achar conducted a research on “Saving and
Investment behaviour of teacher” in August 2012. The objectives of the
research were as follows:-
a. What are the major saving and investment avenues currently used by
the teacher community?
b. What are the perceptions of teaching community on their investment?
c. Factors that are responsible varying saving and investment patterns
across different region.
Researcher involved lots of factors while doing his research on saving and
investment on teacher community. Some of them are factor infusing
investment decision, Purpose of investment etc
5. A study was done on “ Gold and Investor’s perception in different market
condition” by Purav Parikh and Anurika Vaish of MBA department, Indian
Institute of Information Technology, Allahabad (U.P). The study mostly
focuses on the inflation, deflation of the country which has direct impact on
return from the gold. The study finds that due to high inflation in the country it
has positive impact on the gold. The researcher concluded that at any point
the performance of gold remain stable during different market condition.
6. A research was conducted on “Investment attitudes of the women towards
the different sources of securities” by Dr. R.Sellappan, Ms. S. Jamuna,
Ms. TNR. Kavitha and its published Global Research Analysis on Feb’2013.
The purpose of the study to know about the marital status and age factor
influencing the women behaviour towards financial institution. The research
concluded that married women are curious to invest then unmarried women
and it was also founded that younger are more interested to invested in
mutual fund, insurance then older.

40
2.2 ResearchMethodology
2.2(I) Research Topic: -“A study on saving and investment pattern of retail
customer in Axis bank”
2.2(II) Sampling Procedure
1. Data collection: - Data collection is a process of collecting data using various
type of methods and instrument. The purpose of data collection is to gather
information which will help to researcher to take decisions on the research
problem. There are two methods of data collection:- 1) Primary Data and 2)
Secondary Data
A) Primary Data: - In primary data collection, the data are collected using
techniques such as interview and questionnaire.
B) Secondary Data: - In secondary data collection, the data can be collected
using the research paper, journals, newspaper, magazines.
2. Research Design: -The research design that will be used in this research will
be descriptive because it is pre-planned and structure design which gives us
the prefect result.
3. Sampling Method: -
Sampling Method: - Convenience sampling method.
Survey Method: - Questionnaire and interview.
Sample Size: - 52

41
CHAPTER: - 3(B)
HYPOTHESIS OF THE STUDY

42
1. H1: - There is a significant relation between marital status and yearly investment
in Axis bank.
Marital and Investment Amount Cross tabulation
Count
Investment Amount Total
Below Rs
1,00,000
1,00,001-
Rs2,00,000
Rs 2,00,001-Rs
3,00,000
Above Rs
4,00,000
Marital
Married 19 5 2 1 27
Unmarried 19 1 3 0 23
Widow 1 1 0 0 2
Total 39 7 5 1 52
Chi-Square Tests
Value df Asymp. Sig. (2-sided)
Pearson Chi-Square 5.873a
6 .438
Likelihood Ratio 6.090 6 .413
Linear-by-Linear
Association
.097 1 .756
N of Valid Cases 52
a. 10 cells (83.3%) have expected count less than 5. The minimum expected countis .04.
Result: - Since p- value is .438 which is more than .05. Hence we reject the
alternative hypothesis (H1) and accept the null hypothesis.
Conclusion: -There is no significant difference between marital status and yearly
investment in Axis bank.

43
2. H1: - There is a significant relationship between the family income and monthly
consumption expenditure.
Family Income and Monthly consumption Cross tabulation
Count
Consumption Total
Below Rs
10000/-
Between Rs
10001/- to Rs
20000/-
Between Rs
20001/- to Rs
30000/-
Above Rs
30000/-
Family Income
Rs1,00,001- Rs
3,00,000
4 7 0 1 12
Rs 300001- Rs 600000 2 2 9 5 18
Rs 600001-
Rs1200000
0 3 3 15 21
Above Rs1200000 0 0 0 1 1
Total 6 12 12 22 52
Chi-Square Tests
Value Df Asymp. Sig. (2-sided)
9 .000
Linear-by-Linear Association 20.515 1 .000
N of Valid Cases 52
Result: - Since p- value is .000 which is less than .05. Hence we accept the
alternative hypothesis (H1) and reject the null hypothesis (Ho).
Conclusion: - There is a significant relationship between the family income and
monthly house hold consumption of individual.

44
3. H1: - There is a relationship between the amount of investment and period of
investment.
Investment Amount and Period of Investment Cross tabulation
Count
Period of investment Total
Less than 1
year
1 year - 3
years
3 years-
5years
More than 5
years
Investment Amt
Below Rs 1,00,000 24 6 5 4 39
1,00,001- Rs2,00,000 2 3 1 1 7
Rs 2,00,001-Rs
3,00,000
0 3 1 1 5
Above Rs 4,00,000 0 0 0 1 1
Total 26 12 7 7 52
Chi-Square Tests
Value Df Asymp. Sig. (2-sided)
9 .059
Linear-by-Linear Association 6.630 1 .010
N of Valid Cases 52
Result: - Since p- value is 0.059 which is more than 0.05. Hence we accept the null
hypothesis (Ho) and reject the alternative hypothesis (H1).
Conclusion: - There is no relationship between the amount of investment and
period of investment.

45
4. H1: - There is a significant relationship between returned offered and amount of
investment in axis bank.
Investment Amount
Duncan
Return Offer N Subset for alpha = 0.05
1
Neutral 3 1.33
Satisfied 25 1.36
Dissatisfied 13 1.38
Highly Satisfied. 7 1.43
Highly Dissatisfied 4 1.50
Sig. .746
Means for groups in homogeneous subsets are displayed.
a. Uses Harmonic Mean Sample Size = 5.930.
b. The group sizes are unequal.The harmonic mean ofthe group sizes is used.Type I error levels are not
guaranteed.
ANOVA
Investment Amount
Sum of Squares df Mean Square F Sig.
Between Groups .090 4 .022 .037 .997
Within Groups 28.218 47 .600
Total 28.308 51
Result: - Since p- value is 0.997 which is more than 0.05. Hence we rejected
alternative hypothesis and accept the null hypothesis.
Conclusion: - There is no significant difference between returned offered and
amount of investment.

46
CHAPTER: - 4(B)
ANALYSIS AND FINDINGS

47
TOPIC: - “A study on saving and investment pattern of retail customer in Axis bank,
Nagpur Branch”
Q1. Gender:
Table 1
Sl No Gender Number of respondents Percentage
1 Male 38 73
2 Female 14 27
Total 52 100
Chart 1
Interpretation: -
The table along with the pie chart shows that 73 % of the respondents who are bank
are male and 27% of the respondents are female.
73%
27%
Pie chart showing percentage of male
and female
Male
Female

48
Q 2: -Marital Status:-
Table 2
Sl. No Status Number of respondents Percentage
1 Married 27 52
2 Unmarried 23 44
3 Divorced 0 0
4 Widow 2 4
Total 52 100
Chart 2
Interpretation: -
From the table and chart of marital status it can be concluded that 52% of the
respondent are married where as 44% of the respondent are unmarried and 4% of
the respondent are widow.
52%44%
0%
4%
Marital status of respondents
Married
Unmarried
Divorced
Widow

49
Q 3:- Age of the respondents:-
Table 3
Sl no. Age
Number of
respondents Percentage
1 Below 30 years 27 52
2
31 years-40
years 18 34
3
41 years - 50
years 3 6
4 Above 50 4 8
Total 52 100
Chart 3
Interpretation: -
Out of the total 52 respondents, who are the customer of axis bank 52% of the
respondents are below 30 years, 34% of the respondents are between 31 years to
40 years, 6% of the respondents are between 41 years and 50years, and remaining
8% of the respondents are above 50 years.
52%
34%
6%
8%
Age of respondents
Below 30 years
31 years-40 years
41 years - 50 years
Above 50

50
Q 4:- Educations background of the respondents: -
Table 4
Sl no. Education
Number of
1 Under Graduate 1 2
2 Graduate 17 33
3 Post Graduate 30 57
4 Professional 4 8
Total 52 100
Chart 4
Interpretation: -
Out of the total respondents 57% of them are post graduate, 33% of them are only
graduates, 8% of the respondents have professional degree and the remaining 2%
of them are under graduate.
2%
33%
57%
8%
Educational background of respondents
Under Graduate
Graduate
Post Graduate
Professional

51
Q 5:- Occupation:-
Table 5
Chart 5
Interpretation: -
Out of 52 respondents, 37 respondents are in private sector, 3 respondents are from
public sector, 10 respondent are working with government and remaining 1
respondent have business and 1respondent is retired.
0
5
10
15
20
25
30
35
40
Public Private Government Business Retired
3
37
10
1 1
Numberofrespondents
Occupation
Occupation of respondents
Sl no. Occupation
Number of
1 Public 3 6
2 Private 37 71
3 Government 10 19
4 Business 1 2
5 Retired 1 2
Total 52 100

52
Q6: - Family structure: -
Table 6
Sl no. Family Structure
Number of
1 Nuclear family 35 67
2 Joint Family 17 33
Total 52 100
Chart 6
Interpretation: -
Out of total respondent, 67% of respondents have said that they have nuclear family
and 33% of the respondent said that they have joint family.
67%
33%
Family Structure of respondents
Nuclear family
Joint Family

53
Q 7: - Numbers of members in a family: -
Table 7
Sl no.
Numbers of family
members
Number of
customers Percentage
1 1 to 2 5 10
2 3 to 5 28 54
3 More than 5 19 36
Total 52 100
Chart 7
Interpretation:-
10% of the respondent said that in their family only 1-2 member are there, 54% of
the respondent said that they have 3 to 5 members in their family and remaining
36% said that they have more than 5 members in their family.
5
28
19
Number of familymembers of the
respondents
1 to 2
3 to 5
More than 5

54
Q 8: - Income group:-
Table 8
Sl no. Income group
Number of
1 Single Income 26 50
2 Multiple Income 26 50
Total 52 100
Chart 8
Interpretation: -
50 % of the respondent said they belong from single income group where as 50% of
other respondent said that they belong from multiple income groups.
0
5
10
15
20
25
30
Single Income Multiple Income
26 26
No.ofrespondnts
Income group of the respondents

55
Q 9:- Yearly Income of the respondents: -
Table 9
Sl
no. Yearly Income
Number of
1 Below Rs 1 lacs 0 0
2 Rs 1 lacs - Rs 3 lacs 12 23
5 Above Rs 12 lacs 1 02
Total 52 100
Chart 9
Interpretation:-
Out of 52 respondents, 12 said that their yearly income is between 1 lacs and 3 lacs,
18 respondents said between Rs 3 lacs and Rs 6 lacs, 21 respondents said between
Rs 6 lacs and 12 lacs, and remaining 1 respondent said above Rs 12 lacs.
0
5
10
15
20
25
Below Rs 1
lacs
Rs 1 lacs - Rs
3 lacs
Rs 3 lacs - Rs
6 lacs
Rs 6 lacs - Rs
12 lacs
Above Rs 12
lacs
0
12
18
21
1
No.ofrespondents
Yearly Income of respondents

56
Q 10:- How much tax return filled for last financial year?
Table 10
Sl
no. Tax Return Filled
Number of
1 Below Rs 20000/- 13 25
2
Between Rs 20001/- and Rs
40000/- 6 12
3
60001/- 8 15
4 Above Rs 60001/- 25 48
Total 52 100
Chart 10
Interpretation: -
Out of 52 respondents, 13 respondents said that their last year tax return filling was
below Rs 20000/- , 6 respondents they paid between Rs 20001/- and Rs 40000/- as
tax from their income, 8 respondents pays between Rs 40001/- and remaining 25
respondents pay above Rs 60001/-.
13
6 8
25
0
5
10
15
20
25
30
Below Rs 20000/- Between Rs 20001/-
and Rs 40000/-
Between Rs 40001/-
and Rs 60001/-
Above Rs 60001/-
No.ofrespondents
Tax return filled by respondents

57
Q 11: - What is your monthly household expenditure?
Table 11
Sl
no. Monthly Household Expenditure
Number of
1 Below Rs 10000/- 6 12
2
20000/- 12 23
3
30001/- 12 23
4 Above Rs 30001/- 22 42
Total 52 100
Chart 11
Interpretation: -
6 respondents out of 52 respondents said that their monthly household expenditure
is below Rs 10000/- where as each 12 respondents said that their monthly
household expenditure is between Rs 10001/- to Rs 20001/- and between Rs
20001/- to Rs 30000/- and remaining 22 said above Rs 30001/-.
6
12 12
22
0
5
10
15
20
25
Below Rs 10000/- Between Rs 10001/-
and Rs 20000/-
Between Rs 20001/-
and Rs 30001/-
Above Rs 30001/-
No.ofrespondents
Average Monthly Household consumption

58
Q 12: -Types of account owned by respondents in Axis Bank:-
Table 12
SL
no. Type of Account
Number of
1 Saving 23 44
2 Loan 3 6
3
Retail Exchange foreign
a/c 6 12
4 CC A/c 6 12
5 Joint A/c 5 10
6 Demat A/c 1 2
7 Current A/c 0 0
8 More than 1 8 16
Total 52 100
Chart 12
Interpretation: -
44% of customers have said that they saving bank account, 6 %( app.) said that they
have loan a/c with the bank, each 11% of respondent said that they have retail
exchange foreign a/c and cc a/c, 1% said demat a/c and 15% said that they have
more than one account with axis bank.
0
5
10
15
20
25
23
3
6 6 5
1 0
8
No.ofrespondents
Types of accounts hold by respondents

59
Q 13: - Common tenure of investment in axis:
Table 13
Sl no. Common Tenure
Number of
1 Less Than 1 year 26 50
2 1 year - 3 years 12 24
3 3 year - 5 years 7 13
4 More than 5 years 7 13
Total 52 100
: -
Graph 13
Interpretation: -
About 50% of customers invest their money less than 1 year, 24% of customers
invest their money for 1year–3 years, and each 13% of customers invested money
for 3 years – 5years and above 5 years.
:
0
5
10
15
20
25
30
Less Than 1
year
1 year - 3
years
3 year - 5
years
More than 5
years
26
12
7 7
Numberofcustomers
Number of years

60
Q 14: - Yearly investment in axis bank products:
Table 14
Sl
no.
Yearly
Investment
Number of
2
Rs 1 lacs - Rs 2
lacs 7 13
3
Rs 2 lacs - Rs 3
lacs 5 10
4
Rs 3 lacs &
Above 1 2
Total 52 100
Chart Number: -14
Interpretation: -
Out of the total 52 responded, 39 said that they invested less than Rs1 lakh in
various investment avenues, 7 respondent said that they invested between Rs 1 lakh
and Rs 2 lakh, 5 respondents said that they invest between Rs 2 lakh and Rs 3 Lakh
and remaining 1 respondent said he/she invested more than Rs 3 lakh.
0
10
20
30
40
Below Rs 1 lacs Rs 1 lacs - Rs 2
lacs
Rs 2 lacs - Rs 3
lacs
Rs 3 lacs &
Above
39
7 5
1
No.ofrespondents
Total amount invested by respondents
yearly in axis bank products.

61
Q 15:- Yearly saving in the Axis bank: -
Table 15
Sl
no. Yearly Investment
Number of
2
Rs 1 lacs - Rs 2
lacs 13 25
3
Rs 2 lacs - Rs 3
lacs 13 25
4 Rs 3 lacs & Above 1 2
Total 52 100
Chart 15
Interpretation: -
Out of the total 52 respondents, 25 respondents said that they save less than Rs1
lakh in various investment avenues, 13 respondents said that they save between Rs
1 lakh and Rs 2 lakh, 13 respondents said that they save between Rs 2 lakh and Rs
3 Lakh and remaining 1 respondent said he/she save more than Rs 3 lakh.
0
5
10
15
20
25
Below Rs 1 lacs Rs 1 lacs - Rs 2
lacs
Rs 2 lacs - Rs 3
lacs
Rs 3 lacs &
Above
25
13 13
1
No.ofrespondents
Yearly saving by respondentsin axis
bank

62
Q 16: - Purpose of investment.
Table 16
Sl
no. Purpose of investment
Number of
customers
Percentag
e
1 To arrange for the inflation in the future 3 6
2
To maintain same standard of living in
old age 8 16
3 Tax Saving 20 38
4 For money growth 4 8
5 Good rate of return 4 8
6 Safety of money 6 12
7 More than 1 7 13
Total 52 100
Chart 16
Interpretation: -
Out of 52 respondents, 20 respondent said that the main purpose of the investment
is tax saving, 8 respondent said that they invest to maintain the same standard of
living, 3 respondents said that the main reason to arrange for the inflation in the
future, each of 4 respondent told about money growth and good rate of return, 6
respondents said safety of money and remaining 7 respondents gave more than 1
reasons.
0
2
4
6
8
10
12
14
16
18
20
To arrange
for the
inflation in
the future
To
maintain
same
standard
of living in
old age
Tax Saving For money
growth
Good rate
of return
Safety of
money
More than
1
3
8
20
4 4
6 7
Numberofrespondents
Purpose of investment

63
Q 17: - Various investment option customer aware of axis bank.
Table 17
Sl
no.
Aware of various investment
options
Number of
1 Fixed Deposit 4 8
2 Recurring Deposit 0 0
3 Public Provident Fund 3 6
4 Insurance 6 11
5 Mutual Fund 6 11
6 National Pension Scheme 1 2
7 Shares ans Stock 1 2
8 More than 1 30 60
Total 52 100
Chart 17
Interpretation: -
Out of 52 respondents, 4 respondents said they are about fixed deposit, 0
respondent said they are aware about recurring deposit in axis bank, 3 respondents
said that they are aware about PPF, 6 respondent about insurance, 6 respondents in
mutual fund, 1 in national pension scheme, 1 in shares and stock and 31 respondent
said that they are aware about more than 1 investment options.
0
5
10
15
20
25
30
35
4
0
3
6 6
1 1
31
No.ofrespondents
Aware about various investment options

64
Q 18:- Investment option where customer have invested or decided to invest in
future?
Table 18
Sl
no.
Invested/Decided to Invest on
option
Number of
1 Fixed Deposit 9 17
2 Recurring Deposit 1 2
3 Public Provident Fund 4 8
4 Insurance 11 21
5 Mutual Fund 9 17
6 National Pension Scheme 3 6
7 Shares ans Stock 2 4
8 More than 1 13 25
Total 52 100
Chart 18
Interpretation: -
Out of total investment, 9 respondents said they have invested or likely to invested in
fixed deposit, 1 respondent said they have invested or likely to invested in recurring
deposit, 4 respondents said in favour of PPF, 11 respondent in insurance, 9
respondents in mutual fund, 3 in national pension scheme, 2 in shares and stock and
13 respondent said that they have invested more than 1 investment options.
0
2
4
6
8
10
12
14
9
1
4
11
9
3 2
13
No.ofrespondents
Investment/Decided to invest on various
investment

65
Q 19: - Factor considered most while investing in various avenues:-
Table 19
Sl No Factors
Number of
1 Good Return 7 13
2 Safety 9 17
3 Both 36 69
Total 52 100
Chart 19
Interpretation: -
Out of 52 respondents, 7 respondents said that the most important factor that they
considered while investing in various investment avenue is good return, 9
respondents said that they considered safety as an important factor, and remaining
36 respondents said that they included both good return and safety.
0
5
10
15
20
25
30
35
40
Good Return Safety Both
7
9
36
No.ofrespondents
Factors that are consideredwhile
investment by the customers

66
Q 20: - People whom customer consult before investment in Axis bank?
Table 20
Sl
no. Consulting
Number of
1 Use my own Knowledge 10 19
2 Spouse 5 10
3 Parents 3 6
4 Relatives 4 8
5 Bank Staff 6 12
6 Expert View 7 13
7 Rating (by CRISIL, CARE, ICRA) 4 8
8 More Than 1 13 25
Total 52 100
Chart 20
Interpretation: -
10 respondents said that while investing they use their own knowledge, 5 respondent
said that they ask their spouse before investment, 3 respondent consult their
parents, 4 of them consult their relatives, 6 respondents consult bank staff, 7
respondent consult with expert, 4 respondents see rating and remaining 13
respondent use more than one factors.
0
2
4
6
8
10
12
14
10
5
3
4
6
7
4
13
No.ofrespondents
People whom customer consult before
making investment

67
Q 21: - After receiving maturity amount from investment.
Table 21
Sl
no. Use of maturity amount
Number of
1 Reinvest in same option 12 23
2 Investment in another option 9 17
3 Use for other purpose 31 60
Total 52 100
Chart 21
Interpretation:-
Chart represent that 12 respondent are ready to reinvest their maturity amount from
earlier investment to same investment option, 9 respondent said they are likely to
invest in other investment option of bank, remaining 31 respondents said that they
will use their maturity amount for other purpose.
12
9
31
0
5
10
15
20
25
30
35
Reinvest in same option Investment in another
option
Use for other purpose
No.ofrespondents
Use of maturity amount from investment
option

68
Q 22:-
a. Do you want to reinvest your maturity amount in Axis bank product?
Table 22 (A)
Sl
no.
Reinvest of maturity
Amount
Number of
1 Yes 32 61
2 No 20 39
Total 52 100
Graph 22 (A)
Interpretation: -
The pie chart shows the total number of respondents who want to reinvested their
maturity amount again in Axis bank products. 61% respondent said they are more
interested to invest again to axis bank product and 39% respondent said they are not
interested at all.
61%
39%
Respondentswho want to reinvest their
maturity amount in Axis bank
Yes
No

69
b. If no, which investment you want to invested your maturity amount?
Table Number: - 22 (B)
Sl
no. Investment of maturity Amount
Number of
1 Real Estate 10 50
2 Commodity market 5 25
3 Other Banks or Financial Institution 2 10
4 Government Stock 2 10
5 Personnel Use 1 5
Total 20 100
Chart Number: - 22 (B)
Interpretation: -
The pie chart along with the table represent those respondent who said “no” to axis
bank products and would like to invested in other investment option. 50% of the
respondents said that they are likely to invested in real estate, 25% respondent said
they would likely to invest in commodity market, 10% said in other banks and
financial institute, 10% said government stock or security and 5% said they want to
use for personal purpose
50
25
10
10
5
Percentage
Real Estate
Commodity market
Other Banks or Financial
Insitution
Government Stock
Personnel Use

70
c. Reasons for investment in other company or industry:-
Table Number: 22 (c)
Sl
no. Reason for investment
Number of
1 High Return 9 45
2 More Safety 5 25
3 Can’t Say 6 30
Total 20 100
Chart Number: - 22(c)
Interpretation:-
The graph representing that out of 20 respondents who “no” gave the reason, 9
respondents said that the reason they want to invested in other options apart from
axis bank because they feel that the other investment gives more return than axis
bank product give on investment, 5 respondents said that it is more safety in other
investment then investing in Axis bank investment and 6 respondent didn’t said
anything.
9
5
6
0
2
4
6
8
10
High Return More Safety Cant Say
No.ofrespondents
Reason for investing in other company
or industry

71
Q 23:- Are you satisfied with the return offered by the bank on the investment that
you made?
Table 23
Sl
no.
Satisfaction level from
returned
Number of
1 Highly Dissatisfied 4 8
2 Dissatisfied 13 25
3 Neutral 3 6
4 Satisfied 25 48
5 Highly Satisfied 7 13
Total 52 100
Chart 23
Interpretation: -
Out of 52 respondents, 4 respondents said that he is highly dissatisfied with the
return from investment , 13 respondents said that they are dissatisfied with the return
they are expected to get from bank, 3 respondents are in neutral, where as
respondents said that satisfied with the return and remaining 7 respondents said
that they are highly satisfied.
0
5
10
15
20
25
Highly
Dissatified
Dissatisfied Neutral Satified Highly
Satified
4
13
3
25
7
No.ofrespondents
Satification level of respondentsfrom
return

72
Q 24:- Are you satisfied with the current service by the bank on the investment?
Table 24
Sl
no.
Satisfaction level from current
service
Number of
2 Dissatisfied 4 8
3 Neutral 16 31
4 Satisfied 26 50
Total 52 100
Chart 24
Interpretation: -
Out of 52 respondents, 1 respondent said that he is highly dissatisfied with the
current service related to investment from bank, 4 respondents said that they are
dissatisfied with the service, 16 respondents are in neutral, whereas 26 respondent
said that satisfied with the service and remaining 5 respondents said that they are
highly satisfied.
0
5
10
15
20
25
30
Highly
Dissatified
Dissatisfied Neutral Satified Highly Satified
1
4
16
26
5
No.ofrespondents
Satisfaction level of respondents from
current service

73
Q 25 (A) : Are you aware with about the various charge that bank deducted from
your investment?
Table 25 (A)
Sl no. Awareness of charges
Number of
1 Yes 47 90
2 No 5 10
Total 52 100
Chart 25(A)
Interpretation: -
Both table and chart shows that 90% of the respondents are aware about various
charge such as processing fee that bank deducted on various investment option and
10% respondents are not aware about the charges.
90%
10%
Pie Chart Showing customer awarnessrelated
to charges
Yes
No

74
Q 25 (B):- If “yes” are you convinced with charges of the bank:-
Table 25 (B)
Sl
no.
Satisfaction level for
charges
Number of
2 Dissatisfied 9 19
3 Neutral 2 4
4 Satisfied 27 57
Total 47 100
Chart 25 (B)
Interpretation:-
Out of 52 respondents, 5 respondents said that they are highly dissatisfied with the
charges bank implemented on the investment, 9 respondents said that they are
dissatisfied with the charges, 2 respondents are in neutral, 27 respondents are
satisfied with the charges and remaining 4 are highly satisfied.
5
9
2
27
4
0
5
10
15
20
25
30
Highly
Dissatisfied
Dissatisfied Neutral Satisfied Highly Satisfied
No.ofrespondents
Satisfaction level of customer related to
charges

75
Q 26: - Are you satisfied with the knowledge of staff and customer inquiry on the
product where customers want to invest?
Table 26
Sl
no.
Satisfaction level for staff Knowledge
and customer inquiry
Number of
2 Dissatisfied 1 2
3 Neutral 6 12
4 Satisfied 37 71
Total 52 100
Chart 26
Interpretation: -
Out of 52 respondents, 1 respondent said that he/she highly dissatisfied with the
staff knowledge and solving customer enquiry,1 respondent said that he/she
dissatisfied with the staff knowledge and solving customer enquiry, 6 respondents
are neutral i.e they are neither satisfied nor dissatisfied, 37 respondents said that
they are satisfied with the staff knowledge and solving customer enquiry, and
remaining 7 respondents said that they are highly satisfied with staff knowledge and
solving customer enquiry.
1 1
6
37
7
0
5
10
15
20
25
30
35
40
Highly Dissatisfied Dissatisfied Neutral Satisfied Highly Satisfied
No.ofrespondents
Satisfaction level of staff knowledge and
solving customer enquiry

76
Q 27: - Are you satisfied with the settlement process of bank at the time of maturity
of investment?
Table 27
Sl
no.
Satisfaction level of settlement
process
Number of
2 Dissatisfied 2 4
3 Neutral 24 46
4 Satisfied 21 40
Total 52 100
Chart 27
Interpretation:-
Out of 52 respondents, 2 respondent said that they dissatisfied with the settlement
process of investment avenues, 24 respondents are neutral i. They are neither
satisfied nor dissatisfied, 21 respondents said that they are satisfied with settlement
procedure of axis bank with their investment at the time of maturity, and remaining
said that they are highly satisfied.
0
2
24
21
5
0
5
10
15
20
25
30
Highly
Dissatisfied
Dissatisfied Neutral Satisfied Highly Satisfied
No.ofrespondents
Satisfaction level of respondents with
settlement process

77
CHAPTER: - 5(B)
SUGGESTION, RECOMMENDATION AND
CONCLUSION

78
5.1 Suggestion and Recommendation
Analysis was done to find out the saving and investment pattern of the retail
customers. One the basis analysis following suggestion can be provided to the
company
1. Most of the customers hold is mostly saving account specially salary
accounts. So bank can provided free credit card while issuing debit card.
2. Most of the customers invest for the time period for less than 1 year. Hence
the bank must try to increase the tenure period of customer by offering high
interest rate. Bank provided rate of interest fixed deposit between 1 yrs but
less than 13 month is 8.20% where as interest rate between 14 month and
less than 15 month is 8.10%. So they should increase the interest rate of the
basis of time period.
3. Most of the customers invested for less than Rs 1 lacs. In order to make
customers spent more that should give more interest rate on high investment.
Bank gives same rate of interest to customer who have invested between 15
lacs and 1 crore in fixed deposit as same to the customer who have fixed
deposit between Rs 1 crore and less than 5 crores which is 8.10% for
13month less than 14 month.
4. From the graph of the occupation most of the respondents have a private job
so the facilities provided to them by their organization is much lower than
central government provided so the bank can do lots of cross selling such as
with life insurance coverage providing medical insurance.
5. Most of the customers prefer to use their maturity amount for other purpose
because they feels that if they invested on other invested they can gain more
return what bank offer to them in return. Hence bank should to communicate
with the customers that the investments they are making are safer than any
other type of investment.
6. Out of 52 customers it has been seen that most of the married customer
invest on various product than unmarried customer. Research says that
unmarried customer specially youth between the ages 17-24 like to spend
more. So bank can target with lot of bringing new offer such as youth credit
cards with low interest rate.
7. Bank should have workup on their settlement process at the time of maturity.
5.2 Conclusion
Axis bank is one of the largest banks with large number of customers and has a
wide portfolio base. But the amount of saving and investment made is too small
which range below Rs 100000/-. Hence it is necessary for the bank to see that what
the other option is available with the customers and why they are attract to invest in
that option. If possible they should work on that factor which attracts customers
most. The bank should work upon cross selling rather focus in single product selling
at a point of time i.e. portfolio selling.

79
CHAPTER: - 6(B)
BIBLOGRAPHY AND ANNEXTURE

80
6. 1 Bibliography:-
Books: -
Deepak Chawla, N. S. Research methodology. Vikas.
Fred R. David, F. R. Strategic Management. (15th, Ed.) Pearson.
H.L.Ahuja, D. Modern Macroeconomics. S.Chand.
IIBF. Legal and Regulatory Aspect of Banking. (3rd, Ed.) Macmillan education.
IIBf. (September 2013). Small and Medium Enterprises in India. Taxmann.
Philip Kotler, G. A. Principal of Marketing. (13th, Ed.) Pearson.
Research paper: -
“Investment attitude of women towards the difference sources” by Dr. R.Sellepa, Feb
2013.
“Investment perspective of salary people with special reference to private sector” by
Prof. CA Yogesh P Patel & CS Charul Y Patel, Asia Pacific Journal, Oct-2012.
“The saving pattern and investment preference of individual household with special
reference to pune city” by Dr. Ujalla Bairangi & Prof. Charu Rastogi
Website: -
www. ibef.com
www. investopedia.com
www. axisbank.com
www. rbi.com
www. tradingeconomics.com
www. statistictimes.com
www. moneycontrol.com

81
6.2 Annexure: -
Questionnaire
PART A
1. Name& Customer: __________________________________
2. Gender: a) Male b)Female
3. Marital Status: a) Married b) Unmarried c)Divorced
4. Age: a) Below 30 b) 31-40 c) 41-50 d) Above 50
5. Education: a) Under-Graduate b)Graduate c)Post Graduate
d)Professional Degree
6. Occupation: a) Public b) Private c) Government d) Business
7. Family Structure: a) Nuclear Family b) Joint Family
8. How many members are there in your family?
a. 1-2 b.3-5 c. More than 5
9. Are you in:- a) Single Income Group b) Multiple Income
10.Income(In Rs): a) Below 100000 b) 100001- 300000 c) 300001-600000
d) 600001- 1200000 e) Above 1200000
11.How much tax you pay? ________________________________
12.Monthly household expenditure? ___________________________________
PART B
1. What type of banking account is owned by you in Axis Bank?
a) Saving A/c b) Loan A/c c) Retail Exchange Foreign A/c d) CC A/c
e) Joint A/c f) Demat A/c
2. What is your common tenure of Investment in Axis Bank?
a) Less than 1 year b) 1 year – 2 years c) 3 years – 5 years 4) More
than 5 years
3. What is the amount that you investment yearly in Axis Bank Products?
a) Below Rs 100000 b) Rs 100001- Rs200000 c) Rs 200001-Rs 300000
d) Above Rs 400000.
4. What is your yearly saving in Axis Bank?

Dipangshu Final project work

Recommended

Recommended

More Related Content

What's hot

What's hot (20)

Viewers also liked

Viewers also liked (8)

Similar to Dipangshu Final project work

Similar to Dipangshu Final project work (20)

Dipangshu Final project work