CUSTOMER SATISFACTION TOWARDS THE PRODUCT AND SERVICES OF AXIS

BANK

A project work submitted to Sathyabama University in partial fulfillment of the requirement for
the award of the post-graduation degree of

MASTER OF BUSINESS ADMINISTRATION

(Marketing& Finance)
BY
VIJENDRA KUMAR
REGISTER NO: 2941603
Under the valuable guidance of
Mrs.KRISHNA PRIYA
Faculty, Department of Management Studies

DEPARTMENT OF MANAGEMENT STUDIES

SATHYABAMA UNIVERSITY
(Established under Section 3 of UGC Act, 1956)
JEPPIAAR NAGAR, RAJIV GANDHI ROAD
CHENNAI-600 119

MARCH -2011

SATHYABAMA UNIVERSITY
(Established Under section 3 of the UGC Act, 1956)

Accredited with B++ Grade by NAAC

JEPPIAAR NAGAR, CHENNAI - 600 119

Accredited with B++ Grade by NAAC

JEPPIAAR NAGAR, CHENNAI - 600 119

DEPARTMENT OF MANAGEMENT STUDIES

BONAFIDE CERTIFICATE
This is to certify that this project report is the bonafide work of Mr. VIJENDRA KUMAR
Reg . No . 2941603 who carried out the project entitled CUSTOMER SATISFACTION
TOWARDS THE PRODUCT AND SERVICES OF AXIS BANK under our supervision from
MARCH-APRIL2011

Internal Guide

External Guide

Head of the Department

Ms.Vaishali C Mahajan MBA,(Ph.D)

Submitted for Viva Voce Examination held on_________________

Internal Examiner

External
Examiner

DECLARATION

I VIJENDRA KUMAR hereby declare that the Project Report entitled CUSTOMER
SATISFACTION TOWARDS THE PRODUCT AND SERVICES OF AXIS BANK is done by
me under the guidance of Mrs. KRISHNA PRIYA Lecturer, Sathyabama University,
Chennai is submitted in partial fulfillment of the requirements for the award of the degree in
MANAGEMENT OF BUSINESS ADMINISTRATION.

DATE:

PLACE:

SIGNATURE OF THE CANDIDATE

ACKNOWLEDGEMENT

I would like to whole heartedly thank and express my sincere gratitude to the
Chancellor, Thiru. Dr JEPPIAAR, M.A.B.L., Ph.D., for his constant encouragement in the
development of this Project.

I also sincerely thank our Directors Thiru. Marie Johnson, B.E., M.B.A.,(Ph.D) Tmt.
Mariazeena Johnson, B.E., M.B.A.,(Ph.D) for the constant encouragement and stimulating
atmosphere provided to me.

I also wish to thank the Vice Chancellor Dr. N.Manoharan M.E, Ph.D., and
Ms.Vaishali C Mahajan MBA,(Ph.D) Head of the Department, for their valuable advice and
support.

Most of all, I extent my sincere thanks to, Mrs. KRISHNA PRIYA Lecturer, Department of
Management Studies Sathyabama University, Chennai for his continuous encouragement ,
guidance and support throughout the development of this Project.

I also extend my sincere thanks to my family for their encouragement and support.

CHAPTER-I

INTRODUCTION

INTRODUCTION
Consumer banking plays an important role in banks profitability. Although the growing
economy and further improvements in the level of household income have created many
opportunities for consumer banking, there is also increasingly strong competition amongst
the financial institutions due to the liberalization and globalization of the banking industry.

In order to remain competitive, banks have to take steps to introduce new consumer banking
products and services that will make banking more convenient and accessible to the public.

1.1OBJECTIVES OF THE STUDY

The main objectives of this study are:

To study on customer satisfaction.

To study on products they delivered to the customers and how are the services, while
delivering the product and maintaining the customers.
To analysis with competitors bank by comparing with product and services provided to
the customers.
To study on maintenance of products and services effective manner by this customer
will be satisfied.
To study on how much faster services provided by bank if any mistake happened.

1.2NEED FOR THE STUDY

This study is needed to find out the customer satisfaction towards the products and
services of Axis Bank and its importance to customer as well as to bank.

The study of this topic will help to get the knowledge of product and services of Axis bank
and also measure the satisfaction level of customer from that products and services.

As the study contains the 360 degree information regarding Axis bank and also a
comparative analysis from the other private bank, Hence the study will lead to new way to
tackle the problems and SWOT of Axis bank in respect of product and services.

CHAPTER-II

INDUSTRY PROFILE

HISTORY OF BANKING INDUSTRY

Banking in India originated in the first decade of 18th century with The
General Bank of India coming into existence in 1786. This was followed by Bank
of Hindustan. Both these banks are now defunct. The oldest bank in existence in
India is the State Bank of India being established as The Bank of Bengal" in
Calcutta in June 1806. A couple of decades later, foreign banks like Credit
Lyonnais started their Calcutta operations in the 1850s. At that point of time,
Calcutta was the most active trading port, mainly due to the trade of the British
Empire, and due to which banking activity took roots there and prospered.

The first fully Indian owned bank was the Allahabad Bank, which was established
in 1865. By the 1900s, the market expanded with the establishment of banks such
as Punjab National Bank, in 1895 in Lahore and Bank of India, in1906, in Mumbai
- both of which were founded under private ownership.

The Reserve Bank of India formally took on the responsibility of regulating the
Indian banking sector from 1935.After India's independence in 1947; the Reserve
Bank was nationalized and given broader powers.

EARLY HISTORY

At the end of late-18th century, there were hardly any banks in India in the
modern sense of the term. At the time of the American Civil War, a void was
created as the supply of cotton to Lancashire stopped from the Americas. Some
banks were opened at that time which functioned as entities to finance industry,
including speculative trades in cotton. With large exposure to speculative
ventures, most of the banks opened in India during that period could not survive
and failed. The depositors lost mone y and lost interest in keeping deposits with

banks. Subsequently, banking in India remained the exclusive domain of

Europeans for next several decades until the beginning of the 20th century.

The Bank of Bengal, which later became the State Bank of India. At the
beginning of the 20th century, Indian economy was passing through a relative
period of stability. Around five decades have elapsed since the India's First war
of Independence, and the social, industrial and other infrastructure have
developed. At that time there were very small banks operated by Indians, and
most of them were owned and operated by particular communities. The banking in
India was controlled and dominated by the presidency banks, namely, the Bank of
Bombay, the Bank of Bengal, and the Bank of Madras - which later on merged to
form the Imperial Bank of India, and Imperial Bank of India, upon Indias
independence, was renamed the State Bank of India.

There were also some exchange banks, as also a number of Indian joint
stock banks. All these banks operated in different segments of the economy. The
presidency banks were like the central banks and discharged most of the
functions of central banks. They were established under c harters from the British
East India Company. The exchange banks, mostly owned by the Europeans,
concentrated on financing of foreign trade. Indian joint stock banks were
generally undercapitalized and lacked the experience and maturity to compete
with the presidency banks, and the exchange banks. There was potential for
many new banks as the economy was growing. Lord Curzon had observed then in
the context of Indian banking:

"In respect of banking it seems we are behind the times. We are like some old
fashioned sailing ship, divided by solid wooden bulkheads into separate and
cumbersome compartments."

Under these circumstances, many Indians came forward to set up banks, and
many banks were set up at that time, a number of which have survived to the

present such as Bank of India and Corporation Bank, Indian Bank, Bank of
Baroda, and Canara Bank.
POST-INDEPENDENCE

The partition of India in 1947 had adversely impacted the economies of Punjab
and West Bengal, and banking activities had remained paralyzed for months.
India's independence marked the end of a regime of the Laissez -faire for the
Indian banking. The Government of India initiated measures to play an active role
in the economic life of the nation, and the Industrial Policy Resolution adopted by
the government in 1948 envisaged a mixed economy. This resulted into greater
involvement of the state in different segments of the economy including banking
and finance.

The major steps to regulate banking included: In 1948, the Reserve Bank
of India, India's central banking authority, was nationalized, and it became an
institution owned by the Government of India. In 1949, the Banking Regulation
Act was enacted which empowered the Reserve Bank of India (RBI) "to regulate,
control, and inspect the banks in In dia." The Banking Regulation Act also
provided that no new bank or branch of an existing bank may be opened without a
licensed from the RBI, and no two banks could have common directors. However,
despite these provisions, control and regulations, banks in India except the State
Bank of India, continued to be owned and operated by private persons. This
changed with the nationalization of major banks in India on 19th July, 1969.

N AT I O N AL I Z AT I O N

By the 1960s, the Indian banking industry has become an importa nt tool to
facilitate the development of the Indian economy. At the same time, it has
emerged as a large employer, and a debate has ensued about the possibility to
nationalize the banking industry. Indira Gandhi, the -then Prime Minister of India
expressed the intention of the GOI in the annual conference of the All India

Congress Meeting in a paper entitled "Stray thoughts on Bank Nationalization."

The paper was received with positive enthusiasm. Thereafter, her move was swift
and sudden, and the GOI issued an ordinance and nationalized the 14 largest
commercial banks with effect from the midnight of July 19, 1969.

Jayaprakash Narayan, a national leader of India, described the step as a

"masterstroke of political sagacity." Within two weeks of the issue of the
ordinance, the Parliament passed the Banking Companies (Acquition and
Transfer of Undertaking) Bill and it received the presidential approval on 9th
August 1969. A second dose of nationalization of 6more commercial banks
followed in 1980. The stated reason for the nationalization was to give the
government

more

control

of

credit

delivery.

W ith

the

second

dose

of

nationalization, the GO controlled around 91% of the banking business of India.

After this, until the 1990s, the nationalized banks grew at a pace of around 4%,
closer to the average growth rate of the Indian economy.

L I B E R AL I Z AT I O N

In the early 1990s the then Narasimha Rao government embarked on a policy of
liberalization and gave licenses to a small number of private banks, which came
to be known as New Generation tech-savvy banks, which included banks such as
UTI Bank (now re-named as Axis Bank) (the first of such new generation banks to
be set up), ICICI Bank and HDFC Bank. This move, along with the rapid growth in
the economy of India, kick started the banking sector in India, which has seen
rapid growth with strong contribution f rom all the three sectors of banks, namely,
government banks, private banks and foreign banks.

The next stage for the Indian banking has been setup with the proposed
relaxation in the norms for Foreign Direct Investment, where all Foreign Investors
in banks may be given voting rights, which could exceed the present cap of 10%,
at present it has gone up to 49% with some restrictions. The new policy shook the

Banking sector in India completely. Bankers, till this time, were used to the 4 -6-4
method (Borrow at 4%, Lend at 6%, Go home at 4) of functioning.

The new wave ushered in a modern outlook and tech -savvy methods of
working for traditional banks. All this led to the retail boom in India. People not
just demanded more from their banks but also received more.

CURRENT SITUATION

Currently (2007-08), banking in India is generally fairly mature in terms of supply,

product range and reach-even though reach in rural India still remains a
challenge for the private sector and foreign banks. In terms of quality of assets
and capital adequacy, Indian banks are considered to have clean, strong and
transparent balance sheets relative to other banks in comparable economies in its
region. The Reserve Bank of India is an autonomous body, with minimal pressure
from the government. The stated policy of the Bank on the Indian Rupee is to
manage volatility but without any fixed exchange rate -and this has mostly been
true. W ith the growth in the Indian economy expected to be strong for quite some
time-especially in its services sector-the demand for banking services, especially
retail banking, mortgages and investment services are expected to be strong.
One may also expect M& as, takeovers, and asset sales. In March 2006,the
Reserve Bank of India allowed Warburg Pincus to inc rease its stake in Kotak
Mahindra Bank (a private sector bank) to 10%.

This is the first time an investor has been allowed to hold more than 5% in
a private sector bank since the RBI announced norms in 2005 that any stake
exceeding 5% in the private sector banks would need to be vetted by them.
Currently, India has88 scheduled commercial banks (SCBs) - 28 public sector
banks (that is with the Government of India holding a stake), 29 private banks
(these do not have government stake; they may be publicly l isted and traded on

stock exchanges) and 31 foreign banks. They have a combined network of over
53,000 branches and 17,000 ATMs

I NDI AN B AN K I N G S Y S TE M

EMERGENCE OF PRIVATE BANKS

Private banking in India was practiced since the beginning of banking system in India.

The first private bank in India to receive an in principal approval from the reverse bank
of India was housing development finance corporation limited

It was incorporate in august 199

as HDFC bank limited with registered office in

Mumbai and commenced operation as scheduled commercial bank in January 1995

LIST OF PRIVATE BANKS IN INDIA

Bank of Punjab

IDBI Bank

Bank of Rajasthan

Induslnd Bank

Catholic Syrian Bank

ING Vysya Bank

Centurion Bank

Jammu & Kashmir Bank

City union Bank

Karnataka Bank

Dhanalakshmi Bank

Karur vysya Bank

Development credit Bank

Laxmi vilas Bank

Federal Bank

South Indian Bank

HDFC Bank

United western Bank

ICICI Bank

UTI Bank

CHAPTER-III

PROFILE OF COMPANY

AXIS BANK COMPANY PROFILE SNAPSHOT

AXIS BANK

Type

Public(BSE:532215)

Industry

Banking Financial services

Founded

1994

Headquarters

Mumbai, India

Key people

Adarsh Kishore (Chairman)

Shikha Sharma (MD&CEO)

Products

Investment Banking

Commercial Banking

Retail Banking

Private Banking

Asset Management

Mortgages

Credit Cards

Revenue

13,745.04 crore (US$3.12 billion) (2009)

Net income

1,812.93 crore (US$411.54 million) (2009)

Employees

13,389 (2010)

Website

Axisbank.com

INTRODUCTION TO AXIS BANK

AXIS bank completed the 5th year of its operation at the end of March 99.The bank witnessed
good growth in its business and profit and also came out with a public issue of its quality for
the 1st time during the year, which evoked excellent retail response. The bank made
significant progress during the year in line with its committed business targets, despite
difficult market condition the bank spread over different states, there by enlarging its client
based substantially.

The bank continue to introduce new products, upgrade the technology support system
to improve operational efficiencies and strengthen its human resource based on the whole,
2002-2003 has been a productive years for the bank in terms of both growth and
consolidation of business as well as strengthening of its infrastructure.

The bank ended the year 2002-2003 conducting business in 80 cities and towns, with
192branches and extension counters and 822 ATMs. The AXIS bank will spread out across
the country with operation in 23 states and 1 union territory.

ABOUT US

Axis Bank was the first of the new private banks to have begun operations in 1994, after the
Government of India allowed new private banks to be established. AXIS, the largest
mutual fund in India, Life Insurance Corporation of India (LIC) and General Insurance
Corporation Ltd. and its four subsidiaries viz. Promoted the Bank jointly National Insurance

Company Ltd., The New India Assurance Company, The Oriental Insurance Corporation and
United Insurance Company Ltd. The Bank today is capitalized to the extent of Rs. 230.88
Crore with the public holding (other than promoters) at 45.63%.

The Bank's Registered Office is at Ahmadabad and its Central Office is located at
Mumbai. Presently the Bank has a very wide network of more than 200 branch offices and
Extension Counters. The Bank has a network of over 2010 ATMs providing 24hrs a day
banking convenience to its customers. This is one of the largest ATM networks in the
country. The Bank has strengths in both retail and corporate banking and is committed to
adopting the best industry practices internationally in order to achieve excellence

HISTORY OF AXIS INDUSTRY

Axis Bank, previously called UTI Bank, was the first of the new private banks to have
begun operations in 1994, after the Government of India allowed new private banks to be
established. The Bank was promoted jointly by the Administrator of the Specified
Undertaking of the Unit Trust of India (UTI-I), Life Insurance Corporation of India (LIC),
General Insurance Corporation Ltd., National Insurance Company Ltd., The New India
Assurance Company, The Oriental Insurance Corporation and United Insurance Company
Ltd. UTI-I holds a special position in the Indian capital markets and has promoted many
leading financial institutions in the country. As on the year ended March 31, 2006 the Bank
had a net worth of Rs. 2872.19 crores with the public holding (other than promoters) at
56.65%. Net Profit for the year was up 44.98% to Rs485.08 cores.
Axis Bank stands apart from its private sector competitors ICICI Bank and HDFC
Bank in one crucial respect. While the other two banks have envisaged retail banking as a
key area of strategic emphasis with the share of the retail business (both on the funding
and asset sides)growing strongly year after year the share of retail business, particularly
retail assets, has actually come down quite sharply in the case of Axis Bank. The numbers
here are quite interesting. For ICICI Bank, retail loans now (as of June 2007) account for as
much as 70 per cent of the banks total loan book of Rs 2,00,000 crore. For HDFC Bank,

retail assets are around57 per cent (Rs 28,000 crore) of the total loans as of March 2007. In
the case of Axis Bank, retail loans have declined from 30 per cent of the total loan book of Rs
25,800 crore in June 2006 to around 23 per cent of loan book of Rs.41,280 crore (as of June
2007). Even over a longer period, while the overall asset growth for Axis Bank has been quite
high and has matched that of the other banks, retail exposures grew at a slower pace. If the
sharp decline in the retail asset book in the past year in the case of Axis Bank is part of a
deliberate business strategy, this could have significant implications (not necessarily
negative) for the overall future profitability of the business. Despite the relatively slower
growth of the retail book over a period of time and the outright decline seen in the past year,
the banks fundamentals are quite resilient. With the high-level of mid-corporate and
wholesale corporate lending the bank has been doing, one would have expected the net
interest margins to have been under greater pressure.

The bank, though, appears to have insulated such pressures. Interest margins, while
they have declined from the 3.15 per cent seen in 2003-04, are still hovering close to the 3
per cent mark. (The comparable margins for ICICI Bank and HDFC Bank are around 2.60 per
cent and 4 per cent respectively. The margins for ICICI Bank are lower despite its much
larger share of the higher margin retail business, since funding costs also are higher). Such
strong emphasis and focus on lending also does not appear to have had any deleterious
impact on the overall asset quality. The banks non-performing loans are even now, after five
years of extremely rapid asset build-up, below 1 per cent of its total loans. From a mediumterm perspective, it appears that Axis Bank could be charting out a niche for itself in the
private bank space. It appears to be following a business strategy quite different from the
high-volume and commodity-style approach of ICICI Bank and HDFC Bank. That strategy
also has its pluses in terms of the relatively higher margins in some segments of the retail
business and the in-built credit risk diversification (and mitigation) achieved through a widely
dispersed retail credit portfolio. But, as indicated above, Axis Bank has been to able to
maintain the quality of its loan portfolio despite the concentrated nature of wholesale
corporate lending. The Bank today is capitalized to the extent of Rs. 357.48 crore with the
public holding (other than promoters) at 57.03%. The Bank's Registered Office is at

Ahmadabad and its Central Office is located at Mumbai. Presently, the Bank has a very wide
network of more than 608 branch offices and Extension Counters.

The Bank has a network of over 2595 ATMs providing 24 hrs a day banking
convenience to its customers. This is one of the largest ATM networks in the country. The
Bank has strengths in both retail and corporate banking and is committed to adopting the
best industry practices internationally in order to achieve excellence. Axis Bank continued its
robust growth in the December 2007 quarter and has once again beaten analysts
expectations on all parameters. However, the difference this quarter is that the growth in
profitability has been driven more by a significant jump in the net interest income (core
business) rather than non-interest income unlike in last several quarters. Net interest income
leaped by 91 per cent y-o-y to Rs 747 crorethe highest in the past four quartersas
advances and deposits grew by 50 per cent and 35 per cent respectively and also there was
an increase in net interest margin (NIM). Its NIM went up by 63 basis points q-o-q and 91
basis points y-o-y to3.91 per cent. This was because of a jump in yield on advances while
CASA (current and savings account) was maintained at 45 per cent sequentially. Though
other income went up 74 per cent y-o-y to Rs 488 crore, it was still lower than the 87 per cent
growth reported in the September 2007 quarter. The banks fee income increased by 81 per
cent to Rs 348 crore and trading profits were up 65 per cent to Rs 131 crore in Q3. All these
factors led to doubling of operating profit to Rs 672 crore while operating expenses went up
67 per cent. However, its net profit grew relatively slower at 66 per cent to Rs 307 crore as
provisions and contingencies went up 290 per cent and a 68 per cent jump was recorded in
tax provisioning. However, growth in net profit is still higher than previous three quarters and
has been higher than expectations.

Axis Bank is relatively immune to the slowdown in the retail credit and high cost of
funding. This is because retail credits share of 25 per cent has gone down from 28 per cent
last year and other advances like corporate, SME (small and medium enterprises) and
agriculture loans have grown faster than retail-advances.

REASONS FOR CHANGES IN UTI BANK

Few banks have gone in for a brand makeover; UTI Bank is one of them that have changed
its name to Axis Bank. It seems to be quite clear from the strategic decision about the way
forward, the change in identity, the positioning of the bank, the pros and cons of pursuing
organic growth, etc
.
One of the reasons for bringing changes in the corporate identity is to enhance the image
of the bank because now they want to become an MNC bank.

Why did the bank decide to change its brand name?

Bank has done this partly because there are shareholder-unrelated entities that carry the UTI
brand, which was becoming increasingly untenable. If there are no shareholder relations
between the two organizations, how can they actually share a common name? When UTI
was split into two vehicles, the brand was given to UTI Mutual Fund and others were
permitted to use the brand only till January 2008. When it became clear to the bank that it
was no longer tenable, they decided to have a brand of our own. The name Axis was chosen
as it means a line of reference, around which everything is measured. Their feeling is that
with time, people will think of the bank brand as Axis Bank. The tough test was whether in the
next six months people would forget old name or not. Otherwise, nothing has really changed
in the bank. They raised capital worth Rs 4,500 crore, which helped Axis Bank to start off on
a strong footing. They feel that this capital would last at least for three years in the case of
pure organic growth.
The UTI brand had a quasi-government sovereign ring to it, especially when it goes outside
metros. It was an advantage, then why bank have taken this decision on cost of losing it?
Banks customer base is very different from the customer base of a mutual fund. So they
have never really able to ride on the brand. The pace at which customer base have grown
indicates the level of customer service bank provide. Also, the UTI brand was seen as a

public sector brand. They were board-managed private sector entity. By changing the name,
Bank has reinforced this image.

Where Axis Bank positioned from the business point of view?

Axis Bank has taken first step towards seeing themselves as becoming an MNC bank from
India. They have presence in four overseas locations Singapore, Hong Kong, China and
Dubai. This is part of a journey for becoming a pan-Asian bank and then, eventually, a bank
that is more multinational. They are foraying into smaller towns and entering district
headquarters in a big way. In the next thirty months, they want to be present in 450 district
headquarters. They have received licenses to open 150 branches and 500 ATMs. Also they
are planning to open 125branches by July 2008, half of which would be in large cities. They
are also setting up a large agriculture financing business, for which they need to be close to
farmers; hence the bank is going to open branches in villages. Besides, the bank has set up
priority banking branches for customers with deposits of over Rs 5 lakh. It is one of the
fastest growing customer bases of our bank, growing at 4% each year. They have three such
specialized branches now, and planning to have one each in all the major metros.

Would it have been very tempting for the bank to stay on the existing brand
by paying a higher royalty, given the cost and time involved in this
exercise?

In recent years, the Bank has contributed more than their fair share on restoration of the UTI
brand. But when it was clear to them that there was no other option, they decided to bite the
bullet. Bank decided to assume their very own identity. The UTI identity came to the bank
from the undivided Unit Trust of India (UTI). The split of UTI was the starting point for what
was eventually a search for a new identity.

When Axis Bank looks at private sector peers, there are missing links, since
most of them have a mutual fund and insurance business?

Axis Bank has tried to focus on Commercial banking since their inception. As the first step
towards diversion, bank has set up an AMC to manage a private equity venture.
They would be in a position to launch the first trenched of the fund by end of September
2008.The AMC will provide equity support for infrastructure projects. There are not many
private equity funds here, focusing on infrastructure projects

JOURNEY FROM UTI TO AXIS

1994 -1997
Incorporated as UTI Bank, headquartered in Mumbai
First Branch inaugurated at Ahmadabad
Completes first profitable year in operation in 1995
Deposit crosses Rs.10bn mark in 1996

1998-2000
Successfully completes its IPO in 1998 and gets itself listed on NSE and BSE
Cash management services as well as credit card launched
Profit crosses Rs.500m in 2000
Launches Internet banking module, iConnect retail loans introduced
Financial advisory services and e-commerce introduced
Second largest ATM network in the country with 200 ATMs

2001-2005
Private placement of 26% stake to CDC Capital Partners
Deposit crosses Rs.100bn mark in 2001, advances crosses Rs.50bn
First commercial bank to open an ATM at a post office
Crosses the 1,000 ATM mark in 2003
Gets listed on the London Stock Exchange, raises $239.3m

2006-2008
Opens its first international branch in Singapore
Opens Representative Office in Shanghai
Crosses the 2,000 ATM mark in 2006
Opens a Full Licence Bank Branch in Hong Kong
Re-brands itself as Axis Bank
Mumbai, Jul 30 2007 : UTI Bank on Monday UTI Bank on Monday

PRODUCT AND SERVICES PROVIDED BY THE BANK

BANKING ACCOUNTS

Investment Banking

Commercial Banking

Easy Access Savings Account

Retail Banking

Krishi Savings Account

Private Banking

Corporate Salary Account

Asset Management

Smart Privilege Account

Mortgages

Pension Savings Account

Credit cards.

AXIS BANK PRODUCT AND SERVICES

BANKING ACCOUNTS

Easy Access Savings Account

Banking made easy

Want a savings account that transcends geographical boundaries? Presenting, Axis Bank's
Easy Access Savings Account. The account is an endeavor by the Bank to understand the
consumers' needs and redefine banking to suit your requirements for a truly comfortable
banking experience. Easy Access Savings Account gives you instant access to your money
anywhere, anytime. Possessing a range of unmatched features, it has been devised to better
suit the convenience of our eclectic client base.

Krishi Savings Account

Kheti Ho Khushhali Ki

Axis Bank offers a unique savings account which is easy to operate and allows you to
transact immediately. This product has been specially designed keeping in mind the unique
requirements of a farmer and true to its nature has been called the Krishi Savings Account.

Some of the features of our new product are:

Average Balance Requirement This account is offered with the requirement of maintaining
the half-yearly average balance of Rs 1000only.International Master Debit Card The Krishi
Savings Account entitles you to an International Master Debit Card with which you can
access your account anytime through the Axis Bank ATM network free of cost.

This card comes with:

A cash withdrawal limit of Rs 25,000 per day

Free Accident Insurance cover of Rs 2 lacs

Corporate Salary Account

Our Corporate Salary Power Offering is designed to offer payroll solutions through in a 24 X
7 environment.
We leverage on our extensive network of distribution channels spread across 586 centers
through a network of more than 1000 branches and 4055 ATMs (as on 31stMarch, 2010)
besides our superior service delivery model and product features, as a strong differentiator,
to provide value to the end user.

Benefit to Employers

Efficient salary disbursal.

Web Upload- Transfer salaries/reimbursements directly from your current account with
Axis Bank to your employee's accounts using I Connect from your office.

Single-instruction salary credit - Same day salary credits for all companies having
Corporate Account with Axis Bank

Dedicated Relationship Manager at metro locations to understand the financial

requirements of your employees.

Benefit to Employees

No minimum balance criteria.

Unparalleled Access - Anywhere banking facility through our network of Branches,

Atm and Internet banking facility.

AT Par cheque books payable locally at all Axis Bank locations.

International Debit cum ATM cards with enhanced Cash withdrawal facility and other
value add on s.

Online Banking with funds transfer, online shopping and bill payment options.

Depository services with free online trading accounts.

Meal Cards on a master card platform.

Employee Reimbursement accounts as a savings account variant.

Preferential pricing on loan products and credit cards and other banking products &
services*

Smart Privilege Account

For the woman of today

In today's busy world it's tough being a working woman. Right from shuttling between a job
and family to taking care of her finances she has to be on her toes all the time. Keeping this
in mind, we at Axis Bank have designed a savings account best suited for the woman of
today. With the Smart Privilege Account, you can manage your money and your life and as

well as enjoy a host of lifestyle privileges. Furthermore Axis Bank's Smart Privilege Account
ensures that you have enough time for all the important things in life.

Jewellery Insurance on Debit Card

Zero Balance Minor Account

Round-the-Clock access through ATMs: There could be an instance when at 3 am you

could require cash. With our round-the-clock access you can withdraw cash up to Rs.
40,000 per day, deposit cash/cheques, transfer funds, print a mini statement and pay
insurance premiums (LIC), all through our ATM channel which is one of the largest
ATM networks in the country.

Anywhere Banking: Imagine being in an unknown city and still having complete
access to all your transaction needs. As a customer of the bank, you are in control and
not restricted to the branch. So even if you are travelling, you can access your account
easily from any of the 700 plus Axis Bank offices spread over 400 cities across the
country.

At-par cheque facility: Your cheque will be treated as a local cheque within the vast
Axis Bank network of over 700 offices across 400 cities in India. Now no more running
around to get a Demand Draft issued.

Quarterly Paper Statement

Free monthly e-statement

Additional discounts on loans

iconnect: The Complete online banking experience: Its the age of Wi-Fi. All your
banking needs should be on your fingertips, with our i-connect you can check your

account status, transfer funds, place online request for a new cheque book and many
more features without even having to visit an Axis Bank branch.

Financial Advisory Services: Our Financial Advisor will assist you with your financial
planning and help you to earn maximum returns on your savings

Pension Savings Account

Are you a Pensioner seeking banking solutions tailored to your needs?

Pension Savings Bank Account, from Axis Bank is specifically, designed for Pensioner's
(Existing &Prospective) of Central Govt. Civil Ministries/Departments & Deffence ministry
keeping in mind the fact that a Pensioner's banking requirements are wholly different and
requires special consideration.

Benefits

Timely communication to the customer on receipt of the PPO

No delays in commencement of pension disbursals -The Bank is handling the

disbursement of Pension under a Centralized Pension Disbursement Module wherein
the Pensioner records are credited centrally through its Centralized Pension Payment
Hub (CCPH) at Mumbai.

Timely issue of Form- 16A for tax deducted at source in the immediately previous
financial year

Timely revisions based on changes in rates of Pension or Dearness Allowance, done

centrally from the CCPH

Note

The Bank is authorized by RBI and Central Pension Accounting Office (CPAO) for
disbursement of Central Civil Pension through its 218 authorized branches across the
country.

The Bank is authorized by EPFO for disbursement of pension under the Employees
Pension Scheme, 1995in all the branches

DEPOSITS

Fixed Deposits

Safety, Security and Growth Axis Bank offers you simple reinvestment Fixed Deposits (at
very competitive interest rates), which can be opened with a minimum investment of Rs
10,000. You can make additions to your deposit in multiples of Rs 1,000 each. The tenure of
your deposit must be a minimum of 6months.

Deposit Schemes

Reinvestment Deposits:
In a reinvestment deposit, the interest accrued to your deposit at the end of each
quarter is invested along with the principal. The tenure of your deposit must be a minimum of
6 months. At the end of the quarter, the interest and the principal are both rolled over, and
the interest is calculated on the total sum. Income tax is deducted at source.

Automatic Rollover:
As a Fixed Deposit holder, you can avail of the facility for automatic rollovers on maturity
(for both the principal and interest). You can select this option in the Account Opening
Document (AOD). The options available are:

Rollover only Principal:

Only the principal amount will be rolled over. The interest will be either credited
to your designated account or paid out.

Rollover Principal and Interest accrued in Reinvestment Deposit:

This wills rollover both the deposit and the interest accrued for the same tenure at the
interest rate applicable on the maturity date.

On or before the maturity date, you can make the following changes in the rollover
instructions of the deposit:

Change in tenure

Change in maturity instructions

Change in payment instructions

Change in principal (only reduced amount)

Change rollover of Principal to rollover of Principal+ Interest, or vice versa.

Withdrawals

All encashment or withdrawals of Fixed Deposits can only be made at the branch
where the deposit was booked. Method of calculation of interest

For deposits with tenure of 6 months & above, interest is calculated on a quarterly
basis.

Interest earned during the previous quarter is added to the Principal for calculation of
interest. Interest on this amount is calculated every quarter.

For deposits with tenure of below 6 months, interest is calculated at Simple Interest.
Please note that the period of Fixed Deposit is considered in number of days.

In the event the depositor chooses to receive the periodic interest payments on a
quarterly basis, interested is calculated and paid on quarterly rests.

On premature withdrawal of the deposit, interest shall be paid only for the period for
which the deposit is maintained with the Bank and at the rate applicable for such
period.

Tax at source is deducted as per the Income Tax regulations prevalent from time to
time

Recurring D epos its

Power of compounding

Are you considering saving money a bit at a time?

Axis Bank's Recurring Deposit scheme will allow you with an opportunity to build up your
savings through regular monthly deposits of fixed sum over a fixed period of time.

Features

Recurring deposits are accepted in equal monthly installments of minimum Rs 1,000

and above in multiples of Rs 500 thereafter.

Recurring Deposit accounts can be opened for a minimum period of 12 months and in
multiples of 12months thereafter, up to a maximum of 120 months.

The amount of installment once fixed, cannot be changed .

Installment for any calendar month is to be paid on or before the last working day of
the month. Where there is delay in payment of installment, one can regularize the
account by paying the defaulted installment together with a penalty (at present it is
@PLR plus 4 % for the period of delay).Fraction of a month will be treated as full
month for the purpose of calculating the penalty.

The total amount repayable to a depositor, inclusive of interest, depends on the

amount of monthly installments and the period of deposit.

Encash24

The Encash 24 (Flexi Deposit) gives you the liquidity of a Savings Account coupled with high
earnings of a Fixed Deposit. This is achieved by creating a Fixed Deposit linked to your
Savings Account providing you the following unique facilities:

Ma xi m u m Returns:

Your money is no longer idle. As soon as the balance in your Savings Account crosses over
Rs 25,000, the excess, in multiples of Rs 10,000 will be transferred automatically to a higher
interest earning Fixed Deposit Account. The maturity of fixed or term deposits formed as a
result of transfer of money from the Savings Bank account will be for a maximum period of
181 days and the interest will be calculate don simple interest rate basis.

Ma xi m u m Liquidity:

The money parked in Fixed Deposits as a result of the above mentioned sweep
out from your Savings account can be easily accessed by issuing a cheque,
withdrawing through ATM etc. This amount is automatically reverse swept from
the most recently formed Fixed Deposit in units of Rs 5,000 to the Savings

account whenever the balance in your Savings account falls below Rs 25,000 .
The amount broken form your Fixed Deposit will earn interest rates at the
applicable rate for the period that the deposit was held with the Bank. The
remaining amount of Fixed Deposit will continue to earn the contracted rate of
interest.

Auto Renewal:

On maturity of your linked Fixed Deposit, the Bank will automatically renew it for a maximum
period of 181 days.

PAYMENTS

Bill P ay

Free yourself

Axis Bank's Bill Pay service enables you to make secure payments from the comfort of your
home or office. So its time to say goodbye to late payment fines, long queues, lost bills, and
commissions paid to local errand boys.

Features

Pay bills without stepping out of your home or office

Link multiple bills to your account

View and Pay bills anytime, anywhere

Fast, convenience and hassle-free

Access to all major utility billers

Get updates for pending bills

Payment Channels

Bill payment is currently enabled through the Internet and the ATM.

ELECTRONIC CLEARING SERVICE

ECS is an electronic clearing system that facilitates paperless credit / debit transaction
directly linked to your account and also provides for a faster method of effecting periodic and
repetitive payments.

Benefits of ECS (Debit)

Through ECS (Debit), you can pay all your Utility bills(electricity/telephone/Mobile bills, credit
cards, etc),Mutual Fund (SIP), Insurance Premium, Loan Installments, credit card payments,
payments of donations and other bill payments.

How will you gain from ECS?

Non-issuance of multiple cheques

Timely payment of bills /installments /premium without remembering the due dates

No late payment charges

For your convenience, Axis Bank has tied up with various service providers across the
country.

All you need to do is to register for bill payments with your service provider, banks and
financial institutions by providing details such as name, account number, name of the bank
/branch, MICR code, etc.

Security & Safety of your money

To protect your account from excess debits, you can select the top-limit for your account. If
your bill amount exceeds the limit, the payment will be cleared by the Bank, only after
obtaining your approval.

TA X E-PAYMENTS

Axis Bank is authorized by Reserve Bank of India (RBI)and Govt. of India for collecting
Income/ other Direct Taxes and Central Excise & Service Tax since August2003 through its
authorized Braches and through e-Payments. You can pay your Income / Other Direct Taxes,
as well as Central Excise & Service Tax* through iConnect from your account online and get
on-line acknowledgement of the payment by way of a Cyber Receipt, including Challan
Identification Number (CIN) immediately after making the payment

Direct Tax Payment

The Bank is authorized for Collection of Income or Other Direct Taxes on behalf of Central
Board of Direct Taxes (CBDT) w.e.f 1October, 2003. The assesses or taxpayers can pay
Income or Other Direct Taxes as listed below at 214 authorized branches of Axis Bank
across the country and also by online mode through 'e-Payment 'Facility' in case they
maintain Accounts with Axis Bank.

Corporation Tax- Tax on Companies and Tax Deducted at Source from Companies

Income Tax

Interest Tax and Expenditure Tax

Gift Tax

Wealth Tax

Fringe Benefit Tax (FBT)

Securities Transaction Tax (STT)

Banking Cash Transaction Tax (BCTT)

Other Tax Deducted or collected at source (TDS or TCS) on salaries of employees,

income from Fixed Deposits, Vendor Payments, Rent, Income from Game Shows or
Lottery, etc.

Any other Direct Tax including Advance Tax

Pension Disbursement

Central Civil Pension Disbursement

The Bank is authorized by RBI and Central Pension Accounting Office (CPAO) for
disbursement of Central Civil Pension through its 218 authorized branches across the
country.

The details towards availing Pension Disbursement

Facility from Axis Bank is as under:

For existing Pensioners of Central Govt. Departments and Ministries - This facility can
be availed by opening a Pension Payment Savings Bank Account with any authorized
Axis Bank Branch and thereafter following the necessary procedures prescribed by
CPAO for change of Bank for Pension Account for receiving or drawing pension.

For prospective Pensioners of Central Govt. Departments and Ministries - This facility
can be availed by opening a Pension Payment Savings Bank Account with any
authorized Axis Bank Branch and providing the Account details to the Pay and
Accounts Office (PAO) of the concerned Department or Ministry prior to retirement. In
case of existing Axis Bank customers, the details of the Saving Bank Account with the
Bank need to be provided to the Pay and Accounts Office of the concerned
Department or Ministry prior to retirement.

Debt Solutions

Axis Bank is a leading provider of debt solutions in the form of bond or debenture issuances
and loan syndication. The Bank has successfully managed various debt issuances of mid
and large size which includes plain vanilla loans or bonds, and structured term loans to meet
the specific requirements of the clients and the projects.
The Bank is the largest bond house in the country and has been ranked first in respect of
various domestic and international league tables in respect of domestic debt issuances. Axis
Bank's clientele in respect of debt placements includes leading public as well as private
sector corporate in India.

Service Offerings

Corporate debt placement

Project debt syndication

Syndication of structured debt obligations

External commercial borrowings

Products

Subscription to rated debenture or bonds issuances

Bank's International Operations also participates in credit linked note (issuances)

Placement Capabilities

The Bank has focused Syndication Teams for Term Loans as well as Bonds
segments

The Bank also strong relationships with Commercial Banks(PSU Banks, Private or
MNC Banks) and Financial Institutions (PFs, Mutual Funds, Insurance Companies,
NBFCs )

Value Addition

Debt origination at competitive levels

Advising on credit enhancement or Instrument structuring through intensive interaction

with Credit Rating Agency

Preparation of information memoranda

Advising issuers on legal or regulatory matters

Advise on interest rate or currency swaps to reduce economize the cost of borrowing
for the clients

Equity Solutions

We are SEBI registered Category I Merchant Banker. The Bank's Capital Markets
Department has developed significant expertise in the area of public or rights issue
management, private placement of equity, overseas fund raising through FCCB and GDR
and debt syndication.

The Bank has acted as Lead Book Running Managers, co-arrangers and advisors to a
number of equity issuances or offers.

SERVICE OFFERINGS
Advising the clients on

Designing an optimal Capital Structure

Instrument to be offered to investors

Legal or regulatory matters and obtain approvals from SEBI or ROC or Stock
Exchanges

Pricing of the instrument

Assisting the client in marketing of the issue Instrument Coverage

Public or Rights Issues

Advisory for Convertibles (FCCB or GDR or ADR)

Preferential Placements /Qualified Institutional Placements

Open Offer/ Buy-back of Shares

Valuations Execution Capabilities

Drafting of Offer Documents/Offering Memorandum/Circular after thorough due

diligence as per the regulatory guidelines

Compliance at various stages to meet Regulators' or Stock Exchanges' requirements

and other statutory authorities Placement Capabilities

Strong placement capabilities with institutions viz. MFs, Banks, Insurance Companies,
FIs and FIIs in European and Asia-Pacific Financial Hubs

Wide Geographical Reach with more than 376 branches or offices spread across 150
locations in India

CHAPTER IV

RESEARCH & METHODOLOGY

RESEARCH & METHODOLOGY

Data Source

- Primary Data

Research design

- Exploratory Research

Contact method

- Observation

Researcher Type

- Participant-Observer

Observational Studies Type

- Unsaturated Observational Studies

Sampling method

- Non- probability sampling

Sampling technique

- Judgment sampling

Sample Size

- 100

RESEARCH METHODOLOGY
Research Methodology may be understood as a science

of

studying

how research is

done scientifically. In it we study the various steps that are generally adopted by a
researcher in studying the research problem along with the logic behind them.

Research Meaning

Research in common parlance refer to a search for knowledge. In fact research is art
of scientific investigation.
Research can be defined as , A scientific and systematic search for pertinent
information on a specific topic.

Research Definition:

Research comprises defining and redefining problems , formulating hypothesis on

suggested solution , collection ,and at last carefully listing the conclusion to determine
whether they fit the formatting hypothesis.

Objectives of Research:

a) To gain familiarity with a phenomenon or to achieve new insists into it

b) To portray accurately the characteristics of a particular individuals situation or a

group.

c) To determine the frequency with which something occurs or with which it is

associated with something else.

d) To test a hypothesis of a casual relationship between variables.

Research Methods:

A research method refer to the behaviour and instruments used in selecting and
constructing research techniques. Research methods may be understood that which method
or technique that are used for conduction of research.

Regarding this research/project

observational method has been following the observation.

Research Methodology:
Research methodology is a way to systematically solve the research problem. It may
be understood as a science of study in how research is done scientifically. In it we study the

various steps that are generally adopted by a researcher in studying his research problem
along with the logic behind them. It is necessary for the researcher to know not only the
research methods/techniques but also methodology. Researcher need to know which
method /techniques, are relevant and which are not, and what would they mean and indicate
it and why.

Research Design:

A research design is the arrangement of conditions for collection and analysis of data
in a manner that aims to combine relevance to the research purpose with economic in
procedure.

Regarding this project, exploratory research design is applied. Here, exploratory

research designs concern with describing the performance of the business loan. The design
helps in understand the characteristics in a given situation, think systematically about
aspects in a given situation, offer idea for probe and research helps to make certain simple
decision.

Sampling Method:

Sampling method indicates how the sample units are selected. There are various
types of sample designs which can be covered under the two board groups random or
probability or non- random sample.

SOURCE OF DATA:

Data is collected in two types:

1) Primary data

2) Secondary data

Primary data:
The primary data are those data, which are collected afresh and for the first
time. And happen to be original in character. The primary data to be collected for the study
are-

Questionnaire A set of questionnaire is prepared for the cause of collecting

different information related to the pre-determined objectives. The questionnaire
prepared is in two forms & targeted towards the doctors and chemists differently. The
format of questionnaire is structured and non-disguised.

Direct Personal Interview Under this method of collecting data there is face-to-face
context with the person from whom the information is obtained. The data collected are
from the respective selected doctors and chemists visited regularly. The pattern used
is Structured and Indirect Interview.

Secondary data:

Secondary data means data that are already available i.e., they refer the data, which
have already been collected and analyzed by someone else. When the researcher utilizes
secondary data, then he has to look into various sources from where he can obtain them, IN
this case he is certainly not confronted with the problems that are usually associated with the
collection of original data. Secondary data may either be published data or unpublished data.
Usually published data are available in:

Books, magazines and newspapers.

Data provided by the company.

Internet.

CHAPTER V

DATA ANALYSIS & INTERPETATION

TABLE-1

GENDER OF RESPONDENTS

GENDER

FREQUENCY

PERCENTAGE

MALE

59

59

FEMALE

41

41

CHART-1

GENDER OF RESPONDENTS

GENDER OF RESPONDENTS
41%

59%
MALE

FEMALE

INTERPRETATION

The total respondents are 100. Out of which 59 are male and 41are female.

Male respondent constitute 59% of the sample while females are 41%.

TABLE- 2

AGE OF THE RESPONDENTS

AGE

FREQUENCY

PERCENTAGE

BELOW 25

32

32

26-30

26

26

31-35

14

14

36-40

12

12

ABOVE40

16

16

CHART-2

AGE OF THE RESPONDENTS

35
30
25

20

FREQUENCY

15

PERCENTAGE

10
5
0
BELOW 25

26-30

31-35

36-40

ABOVE40

INTERPRETATION

The highest age group of the respondents is below 25 with 32% and the least total number of
respondents are between 36-40 with 12%. The respondents under the age group of 2630,31-35 and more than 40 are 26%, 14% and 16%respectively.

TABLE -3

EDUCATIONAL QUALIFICATION OF RESPONDENTS

EDUCATIONAL

FREQUENCY

PERCENTAGE

SC

11

11

HSC

12

12

UNDER GRADUATE

37

37

POST GRADUATE

23

23

PROFESSIONAL

17

17

QUALIFICATION

CHART-3

EDUCATIONAL QUALIFICATION OF RESPONDENTS

40
35
30
25
20

FREQUENCY

15

PERCENTAGE

10
5
0
SECONDARY

HIGHER
SECONDARY

UNDER
GRADUATE

POST
GRADUATE

PROFESSIONAL

INTERPRETATION

The educational qualification of the respondents are shared majority by the under graduates
and the post graduates with 37% and 23% and respondents with educational qualification of
secondary, higher secondary and the professional are 11%, 12% and 17% respectively.

TABLE-4

OCCUPATION OF RESPONDENTS

OCCUPATION

FREQUENCY

PERCENTAGE

SELF-EMPLOYED

19

19

PRIVATE SECTOR

28

28

GOVERNMENT

27

27

UNEMPLOYED

15

15

OTHERS

11

11

CHART-4

OCCUPATION OF RESPONDENTS

30
25
20
15
FREQUENCY
10

PERCENTAGE

5
0

INTERPETATION

The majority of the occupation of the respondents are shared by the private sector people
with 25% , the government sector with 27% , 19% of the respondents from the self-employed
category, 15% of the respondents are from the unemployed category and finally 11% of the
respondents are from the others category.

TABLE-5

MONTHLY INCOME OF THE RESPONDENTS

INCOME LEVEL

FREQUENCY

PERCENTAGE

BELOW 10000

22

22

10001-15000

27

27

15001-20000

21

21

20001-25000

17

17

ABOVE25000

13

13

CHART-5

MONTHLY INCOME OF THE RESPONDENTS

30
25
20
FREQUENCY

15

PERCENTAGE
10
5
0
BELOW
10000

10001-15000 15001-20000 20001-25000 ABOVE25000

INTERPETATION

The monthly income of the respondents below 10,000 is 22% of the respondents. The
respondents with income 10,000-15,000 is 27% the respondents with income 15,000-20,000
is 21% the respondents with income 20,000-25000 is 21%, the respondents with more than
25,000 is 13%.

TABLE -6

NUMBER OF RESPONDENTS HAVING BANK ACCOUNT

HAVING BANK ACCOUNT

FREQUENCY

PERCENTAGE

YES

87

87

NO

13

13

CHART-6

NUMBER OF RESPONDENTS USING BANK

13%

YES
NO
87%

INTERPRETATION

The number of respondents using bank is 87% and the remaining 13% of the respondents
have not using account in any bank.

TABLE-7

RESON FOR CHOOSING CHOOSING AXIS BANK

RESONS

FREQUENCY

PERCENTAGE

Traditional bank account with the same bank

23

36

The brand name of the bank

18

28

The excellent service offered by this bank

15

23

Others

13

CHART-7

RESON FOR CHOOSING CHOOSING AXIS BANK

70
60
50
40

YES

30

NO

20
10
0
FREQUENCY

PERCENTAGE

INTERPRETATION

The major part of the respondents has the reason for choosing this bank is
maintaining the bank account traditionally with the bank which is 27%, the brand name insists
for about 21% , the service insists for about 17% and the others insists about 9%.

Table-8
TIME ASSOCIATED WITH THE BANK BY THE RESPONDENTS

NO.OF YEARS

FREQUENCY

PERCENTAGE

BELOW 1 YEAR

20

20

1-3 YEARS

36

36

3-5 YEARS

27

27

MORE THAN 5 YEARS

17

17

CHART-8
TIME ASSOCIATED WITH THE BANK BY THE RESPONDENTS

40
35
30
25
20

FREQUENCY

15

PERCENTAGE

10
5
0
NO.OF
YEARS

BELOW 1
YEARS

1-3 YEARS

3-5 YEARS

MORE
THAN 5
YEARS

INTERPRETATION
About 20% of the respondents are associated with the bank for below 1 year, 36% of
the respondents are associated with the bank between 1-3 years, 27% of the respondents
are associated between 3-5 years and 17% of the respondents are associated more than 5
years with the bank.

TABLE-9
RESPONDENTS RELATIONSHIP WITH THE BANK

NATURE OF ACCOUNT

FREQUENCY

PERCENTAGE

SAVING (S/B) A/C

41

41

SALARY A/C

24

24

CURRENT A/C

17

17

DE-MATE A/C

11

11

OTHERS

CHART-9
RESPONDENTS RELATIONSHIP WITH THE BANK

45
40
35
30
25

FREQUENCY

20

PERCENTAGE

15

10
5
0
NATURE OF
ACCOUNT

SAVING
(S/B) A/C

SALARY A/C

CURRENT
A/C

DE-MATE
A/C

OTHERS

INTERPRETATION
The respondents maintaining saving account is 41%, salary account is 24%, the current
account is 17%, the de-mate account is 11% and others are with 7%.

TABLE -10
USING PRODUCT AND SERVICES OF AXIS BANK

USING AXIS BANK SERVICES

FREQUENCY

PERCENTAGE

YES

64

64

NO

36

36

CHART-10
USING PRODUCT AND SERVICES OF AXIS BANK

USING AXIS BANK

36%
YES
64%

NO

INTERPRETATION
The respondents who are using the products and services of axis bank is 64% and rest of
36% are not using services of axis bank.

TABLE-11
SERTIFICATION OF THE USING RESPONDENTS

INTREST OF CUSTOMER

FREQUENCY

PERCENTAGE

HIGHLY SATISFIED

11

SATISFIED

29

45

DISSATISFIED

23

36

HIGHLY DISSATISFIED

CHART-11
SERTIFICATION OF THE USING RESPONDENTS

70
60
50
40

YES

30

NO

20

10
0
FREQUENCY

PERCENTAGE

INTERPRETATON
The number of respondents who responded yes for the question of using the products
and services of axis bank were 64%.out this 7% of the respondents were highly satisfied
29%were satisfied with the products and services of axis bank and the remaining 23% were
dissatisfied and 5% were highly dissatisfied with the products and services of axis bank.

TABLE-12
COMPARISON OF AXIS BANK FACILITY WITH OTHER BANKS

RESPONDENTS COMPARITIVE OPTION

FREQUENCY

PERCENTAGE

EXCELLENT

17

13

GOOD

23

38

AVERAGE

13

21

POOR

13

CHART-12
COMPARISON OF AXIS BANK FACILITY WITH OTHER BANKS

70
60
50
40

YES

30

NO

20
10
0
FREQUENCY

PERCENTAGE

INTERPRETATION
The respondents using the facility of other banks have been asked to compare the
service of both the banks. Only 17 respondents say that the service in axis bank is
excellent.23 of respondents prefers axis bank is good than others.13 respondents says that
the facility in axis bank average on others banks,8 respondents says that it is poor in the
comparison of facility and services with other banks.

TABLE -13
RESPONDENTS SATISFIED WITH EMPLOYEE ATTENTION

RESPONDENTS SATISFIED

FREQUENCY

PERCENTAGE

YES

43

43

NO

21

21

WITH EMPLOYEES
ATTENTION

CHART-13
RESPONDENTS SATISFIED WITH EMPLOYEE ATTENTION

33%

YES
67%

NO

TABLE-14
RESPONDENTS SATISFIED WITH WORKING SCHEDULE

RESPONDENTS SATISFIED

FREQUENCY

PERCENTAGE

YES

83

17

NO

17

17

WITH WORKING SCHEDULE

CHAPTER-VI

FINDINGS SUGGESTIONS & CONCLUSIONS

FINDINGS OF THE STUDY

From the table 1 it was found that 59% of the respondents were male and the
remaining was female.
The age group was clearly mentioned through the table 2.
It was clear that 83% of the respondents were literate. Out of these 83%, 37% were
under graduates, 23% were post graduates. Finally it has been cleared that 17% of
the respondents were illiterate.
It was found that the respondent who maintains more number of accounts is from the
private sector which is of 28% of the whole percentage.
The highest number of the respondents on the basis of their salary structure is
between 10000-15000 with an aggregate of 27%.
Most number of the respondents of maintaining the relationship with the bank is
between 1-3 years with an average of 36%.
Savings account is the major account in which more number of respondents tied up
with.
The main part of the project which is products and services has been used by 64% of
people in axis bank.
The foremost reason for using axis bank is net banking which is 60% of the overall
percentage of 64 among the respondents who uses services of axis bank.
The inter account transfers are made in higher level through axis bank.
The online bill payment is the next main purpose for which the net banking has been
used by the respondents.

 The banking has been used and account have been maintained in this particular
branch because of their habit of maintaining the account traditionally with this bank.
It was a great thing that 36% of the respondents are satisfied and highly satisfied with
the services of axis bank.
It was clearly stated that most of the services rendered by axis bank were good for the
respondents. This has been derived from their responses.

SUGGESTIONS FOR THE STUDY

From the brief study about the project the suggestion to renew the service of net
banking is to update the methods & techniques with proper guidance.
To give proper attention towards the customers problems.
To enhance speed in accessing the transactional activity. Because it play a vital role in
acquiring the customers.
It was suggested that the management should functioning of the service.
Another important suggestion is that for the management to make brand
advertisements regarding the products & services.
To arrange some training programs for the customers regarding the products &
services and can taught about the usage.
The organization should retain the existing performance and should increase if
possible to do so.
These are all the suggestions for the study on the customer satisfaction towards the
products and services of axis bank.

CONCLUSION FOR THE STUDY

The study was started so as to know whether the customers are satisfied with products and
services of axis bank.
The project has been done on the customers satisfaction towards the products and
services. The analysis was done based on the information collected in the form of
questionnaire from the customers of the bank. This has been done in Axis Bank
,madipakkam branch, Chennai.
The major part of the analysis is based upon the percentage analysis.
After a brief analysis few findings were derived. Based on findings the suggestions
and the conclusion were made.
Thus the report says that the product and services by the axis bank was very useful and it
was satisfying the majority of the customers using it. Moreover many people are interested in
doing transaction with axis bank in the future. The report was very helpful for the bank to
know how and the suggestions of the customer in the services of axis bank.

BIBILOGRAPHY

Books: www.wekipedia.com

QUESTIONNAIRE:-

1. Name of optional:- ______________________________

2. Gender:-

a) Male [ ]

b) Female [ ]

a) Below 25 [ ]

b) 26-30 [ ]

c) 31-35

d) 36-40 [ ]

3. Age:-

[ ]

e) Above 40 [ ]

4. Educational Qualification:-

a) SC

[ ]

b) HSC [ ]

c) UG

[ ]

d) PG [ ]

e) Professional [ ]

5. Occupation:-

a) Self Employment [ ]

c) Govt.

[ ]

e) Other ______________

b) Private Sector [ ]

d) Unemployment [ ]

6. Monthly Income:-

a) Below 1000 [ ]

b) 1001-15000 [ ]

c) 15001-20000 [ ]

d) 20001-25000 [ ]

e) Above 25000 [ ]

7. Do you have any account in any bank?

a) Yes [ ]

d) No [ ]

8. If yes, in which bank?

____________________________

9. What was the single most important reason that you chose this particular bank?

a) Traditional bank account with the same bank [ ]

b) The brand name of the bank

[ ]

c) The excellent service offered by this bank

[ ]

d) Others _______________________________

10. For how long you make transaction

a) Below 1 year [ ]

b) 1-3 year [ ]

c) 3-5 year

d) More than 5 year [ ]

[ ]

11. Nature of account

a) SB a/c

[ ]

d) Current a/c

b) Salary a/c [ ]

[ ]

d) Demat a/c [ ]

e) Others _________________________________

12. Are you using any product and services of axis bank?

a) Yes

[ ]

b) No

[ ]

12. 1) If yes, what type of product and services?

__________________________________

2) If No, why?

__________________________________

13. How much you satisfied with that product?

a) Highly satisfied [ ]

b) Satisfied [ ]

c) Dissatisfied

d) highly dissatisfied [ ]

[ ]

14. How do you compare the facility of axis bank with other bank?

a) Excellent [ ]

b) Good [ ]

c) Average [ ]

d) Poor [ ]

15. Are you satisfied with working schedule of axis bank?

a) Yes

[ ]

b) No [ ]

16. Will you prefer axis bank to your family member and friends?

a) Yes

[ ]

b) No [ ]

17.If No, why?

_________________________________________________
18. Are you satisfied with employees attention towards your problem?

a) Highly satisfied [ ]

c) Dissatisfied

b) Satisfied [ ]

[ ]

d) highly dissatisfied [ ]

19. Please use a tick mark in the appropriate column to give your responses for following
statement.

S.no Feature

(a)

Check a/c balance

(b)

Download a/c statement

(c )

Request for stop payment of a

Quick

Slowly

access

access

Not access

cheque

(d)

Payment of axis bank credit card

bills

(e)

Request for a new cheque book or

ATM card

(f)

Access demat a/c

(g)

Transfer funds

(h)

Facilitate bill payment

20. Your suggestion to improve services of Axis bank.

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