A

Project Study Report

On
Training Undertaken at

"To Know Customers

Perception and Satisfaction Level about Demat Accounts
range of AXIS Bank."

Submitted in partial fulfillment for the

Award of degree of
Bachelor of Business Administration

Submitted by: Submitted to:

Manish Harshwal Dr. Sonal Jain
BBA IV SEM

(2015-2016)
DEEPSHIKHA COLLEGE OF TECHNICAL
EDUCATION, JAIPUR

1
2
 PREFACE

Theoretical knowledge particularly in professional field is having little significance or

value without its application in real life situation. So the summer training is really
helpful in bringing the MBA students familiar with the professional setup.

Industrial training is helpful in making students familiar with the industrial culture and
during this process the students get the real experience with the ups and downs of
the particular job.

It also provides the students the opportunity and the platform where the student can
apply their theoretical knowledge into practical aspects. Moreover it helps the
students in sharpening their skills acquired in the functional areas of their choice, be
it Marketing, Finance, Human resource management etc, they are required to put
their conceptual analytical and perceptual skills to test.

In the pursuance of the said requirement, I had my training in AXIS Bank Ltd., Jaipur.

For all intents and purpose, the project undertaken during the training duration would
stand the trainees in good stead when they embark upon a career as Managers in
similar organization.

Manish Harshwal

BBA IV SEM

3
 ACKNOWLEDGEMENT

I would like to thank AXIS Bank Ltd., Jaipur for providing me with an opportunity to
work on my Summer Project.

I would like to thank my project Ms. PRERNA NIRMAN AXIS Bank Ltd., for
providing me continuous guidance & support and for his valuable inputs during the
course of my project. The staffs at AXIS Bank Ltd. were very co-operative and
helped me a lot by providing required information whenever I needed it.

I would like to thank the supporting my college faculty Prof. Sai Gunaranjan Bose
for his help and cooperation throughout our project.

Manish Harshwal

BBA IV SEM

4
 EXECUTIVE SUMMARY

The project entitled to the researcher is the study of TO KNOW CUSTOMERS

PERCEPTION AND SATISFACTION LEVEL ABOUT DEMAT RANGE OF AXIS
BANK. This project has been done with the permission of AXIS BANK. The project
has been carried out in JAIPUR.

The objective of the project is to Analyses customer/s expectations and customer

satisfaction level mapping. Finding potential customers for bank was also a major
objective of the project.

The research had existing customer survey. Simple Random sampling was used for
this purpose.

The sample size for the consumer survey was 60 and random sampling was used for
this purpose.

Based on this study different suggestions and recommendation were made to AXIS.

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 TABLE OF CONTENTS

S. Descriptions Page no.

NO.
1. Introduction to the industry

2. Introduction to the Organization

3. Research Methodology
1. Title of the Study
2. Duration of the Project
3. Objective of the Study
4. Types of Research
5. Collection Method and Sample Size
6. Scope of Study
7. Limitation of Study
4. Facts and Findings

5. Data Analysis and Interpretation

6. Swot Analysis

7. Conclusion

8. Recommendation and Suggestion

9. Appendix

10. BIBLIOGRAPHY

6
 INTRODUCTION OF AXIS BANK:
Commercial banking services which includes merchant banking, direct finance
infrastructure finance, venture capital fund, advisory, trusteeship, forex, treasury and
other related financial services. As on 31-Mar-2009, the Group has 827 branches,
extension counters and 3,595 automated teller machines (ATMs).

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. 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) and General
Insurance Corporation of India (GIC) and other four PSU insurance companies, i.e.
National Insurance Company Ltd., The New India Assurance Company Ltd., The
Oriental Insurance Company Ltd. and United India Insurance Company Ltd. The
Bank today is capitalized to the extent of Rs. 359.76 crores with the public holding
(other than promoters) at 57.79%.The Bank's Registered Office is at Ahmedabad
and its Central Office is located at Mumbai. The Bank has a very wide network of
more than 853 branches and Extension Counters (as on 30th June 2009). The Bank
has a network of over 3723 ATMs (as on 30th June 2009) 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.

1.2 History of Axis bank:

1993: The Bank was incorporated on 3rd December and Certificate of business on
14th December. The Bank transacts banking business of all description. UTI Bank
Ltd. was promoted by Unit Trust of India, Life Insurance Corporation of India,
General Insurance Corporation of India and its four subsidiaries. The bank was the
first private sector bank to get a license under the new guidelines issued by the RBI.
1997: The Bank obtained license to act as Depository Participant with NSDL and
applied for registration with SEBI to act as `Trustee to Debenture Holders'. Rupees
100 crores was contributed by UTI, the rest from LIC Rs 7.5 crores, GIC and its four
subsidiaries Rs 1.5 crores each.

7
1998: The Bank has 28 branches in urban and semi urban areas as on 31 st July. All
the branches are fully computerized and networked through VSAT. ATM services are
available in 27 branches. The Bank came out with a public issue of 1,50,00,000 No.
of equity shares of Rs 10 each at a premium of Rs 11 per share aggregating to Rs
31.50 crores and Offer for sale of 2,00,00,000 No. of equity shares for cash at a
price of Rs 21 per share. Out of the public issue 2,20,000 shares were reserved for
allotment on preferential basis to employees of UTI Bank. Balance of 3,47,80,000
shares were offered to the public. The company offers ATM cards, using which
account-holders can withdraw money from any of the bank's ATMs across the
country which is inter-connected by VSAT. UTI Bank has launched a new retail
product with operational flexibility for its customers. UTI Bank will sign a co-brand
agreement with the market, leader, Citibank NA for entering into the highly promising
credit card business. UTI Bank promoted by India's pioneer mutual fund Unit Trust of
India along with LIC, GIC and its four subsidiaries.
1999: UTI Bank and Citibank have launched an international co-branded Credit card.
UTI Bank and Citibank have come together to launch an international co-branded
credit card under the MasterCard umbrella. UTI Bank Ltd has inaugurated an off site
ATM at Ashok Nagar here, taking the total number of its off site ATMs to 13.m
2000: The Bank has announced the launch of Tele-Depository Services for Its
depository clients. UTI Bank has launch of `iConnect', its Internet banking Product.
UTI Bank has signed a memorandum of understanding with equitymaster.com for e-
broking activities of the site. Infinity.com financial Securities Ltd., an e-broking outfit
is Typing up with UTI Bank for a banking interface. Geojit Securities Ltd, the first
company to start online trading services, has signed a MoU with UTI Bank to enable
investors to buy\sell demat stocks through the company's website. India bulls have
signed a memorandum of understanding with UTI Bank. UTI Bank has entered into
an agreement with Stock Holding Corporation of India for providing loans against
shares to SCHCIL's customers and funding investors in public and rights issues.
ICRA has upgraded the rating UTI Bank's Rs 500 crore certificate of deposit
programmed to A1+. UTI Bank has tied up with L&T Trade.com for providing
customized online trading solution for brokers.
2001: UTI Bank launched a private placement of non-convertible debentures to rise
up to Rs 75 crores. UTI Bank has opened two offsite ATMs and one extension
counter with an ATM in Mangalore, taking its total number of ATMs across the

8
country to 355. UTI Bank has recorded a 62 per cent rise in net profit for the quarter
ended September 30, 2001, at Rs 30.95 crore. For the second quarter ended
September 30, 2000, the net profit was Rs 19.08 crore. The total income of the bank
during the quarter was up 53 per cent at Rs 366.25 crore.
Management of Axis bank
Promoters: Axis Bank Ltd. has been promoted by the largest and the best Financial
Institution of the country, UTI. The Bank was set up with a capital of Rs. 115 crore,
with UTI contributing Rs. 100 Crore, LIC - Rs. 7.5 Crore and GIC and its four
subsidiaries contributing Rs. 1.5 Crore each SUUTI - Shareholding 27.02%Erstwhile
Unit Trust of India was set up as a body corporate under the UTI Act, 1963, with a
view to encourage savings and investment. In December 2002, the UTI Act, 1963
was repealed with the passage of Unit Trust of India (Transfer of Undertaking and
Repeal) Act, 2002 by the Parliament, paving the way for the bifurcation of UTI into 2
entities, UTI-I and UTI-II with effect from 1st February 2003. In accordance with the
Act, the Undertaking specified as UTI I has been transferred and vested in the
Administrator of the Specified Undertaking of the Unit Trust of India (SUUTI), who
manages assured return schemes along with 6.75% US-64 Bonds, 6.60% ARS
Bonds with a Unit Capital of over Rs. 14167.59 crores. The Government of India has
currently appointed Shri K. N. Prithviraj as the Administrator of the Specified
undertaking of UTI, to look after and administer the schemes under UTI where
Government has continuing obligations and commitments to the investors, which it
will uphold.
Axis will swap 5.7 shares for each one of closely held Enam, the Mumbai-based
companies said in a joint statement yesterday. Enam shareholders will get a 3.3
percent stake in Axis following the transaction, and Enams Manish Chokhani, 44,
will be chief executive officer of the entity to be created by the combination,
according to the release.

Axiss first financial-services acquisition will combine capital at Indias fourth-largest

bank with the clients and distribution network managed by Enam, said Deven
Choksey, CEO of K.R. Choksey Shares & Securities Pvt. Shikha Sharma, 51, named
CEO of Axis in April 2009, aims to expand its advisory unit after share sales in India
climbed to a record this year.

9
The deal is a shot in the arm for Axis, which was looking to expand: when you are
becoming a global player, you need to have a bank at the front-end and distribution
for the back- end, said Choksey, whose Mumbai-based firm manages $125 million
in assets. Its a win-win deal for both, as even Enam needs funds from a bank
base.

Shares of Axis rose 1.6 percent to 1,492 rupees as of 9:15 a.m. in Mumbai trading,
extending their gains for the year to 50 percent. That compares with a 14 percent
advance in Indias benchmark Sensitive Index. Stock markets in India were closed
yesterday.

Underwriter Rankings

Enam is ranked third among equity-underwriters in India, where share sales climbed
to 1.02 trillion rupees this year, surpassing 2007s 782 billion rupees, according to
data compiled by Bloomberg. Axis is at No. 16, the data show. In mergers and
acquisitions, Enam is ranked No. 9 among advisers, while Axis isnt in the top 20.

Yet Axis has beaten local and overseas rivals including HSBC Holdings Plc and ICICI
Bank Ltd. in managing debt sales in the nation this year, according to data compiled
by Bloomberg.

Axis Bank is a powerhouse in several businesses like the bond market, debt
syndication market, Vallabh Bhansali, co- founder and chairman of Enam, told
reporters yesterday. For us to build a balance-sheet, we thought that combining
forces would be an extraordinary opportunity.

Combining Businesses

Bhansali, 58, will be a director on Axiss board, the companies said. The transaction
would combine Axiss investment bank with Enams advisory service, as well as its
institutional and retail equities units and its non-banking finance company, according
to the statement. It wont include Enams portfolio management service and asset
management units.

10
Macquarie Group Ltd. advised Axis on the transaction, while Anil Singhvi, vice
chairman of Reliance Natural Resources Ltd., advised Enam.

Enam wont compete with Axis in the businesses that will be merged for five years,
and will also license its brand to Axis for two years, Sharma said yesterday.

Enam complements the strong corporate banking and debt capital market franchise
of Axis Bank, Sharma said. Indian banking is in a sweet spot as Indias economy is
in a sweet spot: Enam was a perfect fit and was too tempting not to consider.

Axis is likely to merge with Enams investment banking and securities unit in an all-
stock transaction that may be valued at about 21 billion rupees, ET Now reported
yesterday before the announcement, citing people that it didnt identify.

Second-Largest Deal

The transaction may be the second-largest involving Indias investment banks and
securities firms, according to data compiled by Bloomberg.

Merrill Lynch & Co. spent $500 million in December 2005 to buy control of its Indian
venture DSP Merrill Lynch Ltd. from its local partners, valuing that business at $1
billion.

Morgan Stanley paid $445 million in February 2007 for Mumbai-based JM Financial
Ltd.s stake in a business that traded in stocks for local and foreign institutions. At the
same time, JM Financial paid $20 million to buy out Morgan Stanleys share of that
ventures investment-bank, fixed-income and retail units.

We are seeing a lot of small brokerages getting consolidated as the business has
come under pressure given the competition from new entrants, said Gaurav Gupta,
managing director and head of Macquarie Capital Advisers India. Competition is
driving down realizations.

Axiss larger rivals have made acquisitions in recent years to add clients and outlets.
ICICI Bank Ltd., ranked No. 2 among the nations lenders, bought smaller rival Bank

11
of Rajasthan Ltd., based in northwest India, in August through a share swap in a
transaction worth as much as 23 billion rupees.

Biggest Banking Acquisition

HDFC Bank Ltd., ranked third in India by capitalization, bought regional lender
Centurion Bank of Punjab Ltd. in July 2008 for 71.2 billion rupees in Indias biggest
banking acquisition, according to data compiled by Bloomberg.

Axis, which had previously sought to buy Global Trust Bank Ltd. in January 2001 to
create the nations largest non-state lender, scrapped that transaction in April of that
year after allegations of manipulation in Global Trust shares.

Enam Securities, based in Mumbai, was founded in 1984 by Manek Bhanshali,

Nemish Shah,Bhanshali and Jagdish Master, according to the companys website.

1.4 MILESTONE

Nov-14 Zero Balance Account for Youth Group

Mar-14 Axis Bank launches Platinum Credit Card, India's first EMV chip based card
Dec-13 Axis Bank gets AAA National Long-Term Rating from Fitch Ratings
Sept-11 Axis Bank ties up with Banque Prive Edmond de Rothschild Europe for
Wealth Management
July-11 UTI Bank re-brands itself as Axis Bank
July-11 UTI Bank successfully raises USD 1050 million
July-10 UTI Bank ties up with Tata Motors Ltd. for Car Loans
June-10 UTI Bank's expansion into Asia supported by FRS
May-10 UTI Bank launches 'Spice Rewards' on the bankcards - India's first-ever
merchant-supported rewards program
April-09 UTI Bank opens a Financial Services Category I Branch in the DIFC in
Dubai
Mar-09 UTI Bank ties up with Hyundai Motor India Ltd. for Car Loans
Mar-09 UTI Bank ties up with IIFCL to provide finance for infrastructural projects in
the country

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Mar-09 UTI Bank launches Car Loans in association with Maruti Udyog Ltd
Mar-09 UTI Bank opens a Full License Bank Branch in Hong Kong
Feb-09 Finance Minister Shri P. Chidambaram Launches Shriram - UTI Bank Co -
Branded Credit Card Exclusively For Small Road Transport Operators
(SRTOS)
Feb-08 UTI Bank announces the launch of its Meal Card
Feb-08 UTI Bank announces the launch of its Gift Card
Feb-08 LIC Premium payment now through UTI Bank Branches
Jan-08 UTI bank opens Priority Banking branch in Mumbai and Kolkata
Nov-08 UTI Bank opens Priority Banking Lounge in Pune
Sep-07 UTI Bank launches operations of UBL Sales, its Sales Subsidiary -
Inaugurates its first office in Bangalore
Aug-07 UTI Bank announces the launch of its Credit Card Business
Aug-07 UTI Bank becomes the first Indian Bank to successfully issue Foreign
Currency Hybrid Capital in the International Market
Aug-07 UTI Bank Business Gold Debit Card MasterCard Launched - Designed for
business related spending by SMEs and self employed professionals
Aug-07 UTI Bank announces the scheme of issuance of "Senior Citizen ID Card" in
association with Dignity Foundation
Aug-06 UTI Bank rolls out its 2000th ATM
July-06 UTI Bank opens Representative Office in Shanghai
May-06 UTI Bank and LIC join hands to launch an Annuity Card for group
pensioners of LIC
May-06 UTI Bank ties up with Geojit Financial Services to offer Online Trading
service to its customers
Apr-06 UTI Bank opens its first international branch in Singapore
Jan-06 UTI Bank and UTI Mutual Fund to launch a new service for sale and
redemption of mutual fund schemes through the Bank's ATMs across the
country
Dec-05 UTI Bank wins International Financing Review (IFR) Asia 'India Bond House'
award for the year 2005
Oct-05 UTI Bank extends banking services to the rural milk producers in Anand and

13
 Kheda districts in Gujarat
July-05 UTI Bank and Visa International launch Mobile Refill facility - Anytime,
Anywhere Pre-Paid Mobile Refill for all Visa Cardholders in India
May-05 UTI Bank and Bajaj Allianz join hands to distribute general insurance
products
Apr-05 UTI Bank launches Smart Privilege - a special bank account designed for
women
Mar-05 MTNL ties up with UTI Bank for payment of telephone bills through the
Bank's ATM network
Mar-05 UTI Bank gets listed on the London Stock Exchange, raises US$ 239.30
million through Global
Mar-05 Depositary Receipts (GDRs)
Feb-05 UTI Bank appointed by Government of Karnataka as the sole banker for the
Bangalore One (B1) project
Feb-05 UTI Bank launches a powerful version of Kisan Credit Card
Jan-05 UTI Bank ties up with Remit2India to launch the Remittance Card
Mar-04 UTI Bank enables premium payment of LIC policies through its ATMs.
Feb-04 Bilateral arrangement between State Bank of India (and its 7 associate
member banks) and UTI Bank. comes into force with the commencement of
operations (as on 3rd February '04) of the combined network of over 4000
ATMs
Feb-04 UTI Bank (by pursuing a proactive strategy of forging bilateral agreements
and being a progressive player in the multi-lateral consortiums for shared
ATM network) offers its customers access to over 7000 ATMs across the
country - the largest to be offered by any bank in India so far.
Dec-03 Bank inaugurated its ATM at Thegu near the Nathula Pass in Sikkim. This
ATM is at the highest altitude in India.
Sep-03 The Bank's ATMs across the country crosses the thousand mark
Sep-03 Bank launches the Travel Currency Card.
Aug-03 The Bank's Debit Card crosses the one million mark.
Aug-03 Total Advances cross Rs 7,000 Crore.
May-03 Bank declares a net profit of Rs 192.18 crores for FY03, a growth of 43%

14
 over the previous year
Mar-03 Bank signs Agreement with Employees Provident Fund Organization
(EPFO) for disbursement of Pension
Mar-03 Bank crosses the 800 ATM mark
Mar-03 The Bank issues 3,83,62,834 fully paid up equity shares totaling to Rs.
164.00 crores, through a
Mar-03 Preferential offer to Life Insurance Corporation of India (now constituting
13.54% of
Mar-03 the Bank's expanded equity), Citicorp Banking Corporation, Bahrain
(holding 3.84%), Chris Capital I,
Mar-03 LLC, Mauritius (holding 3.84%) and Karur Vysya Bank Ltd.(constituting
1.00%) The Bank also
Mar-03 Increases the authorized share capital of the Bank from Rs. 230 crores to
Rs. 300 crores.
Feb-03 Bank, in a pioneering move, launches the AT PAR Cheque facility, free of
cost, for all its Savings Bank customers.
Feb-03 Bank wins mandate to set up 14 ATMs at the Western Railway stations
along the Mumbai division.
Oct-02 Bank launches Corporate iConnect? - the Internet Banking facility for
Corporate
Aug-02 Bank signs MoU with BSNL regarding bill collection services across the
country through both online and offline channels.
Apr-02 Bank opens its 500th ATM
Mar-02 Deposits Cross Rs.12, 000 Crore
Jan-02 The Bank's 100th branch opens at Tuticorin, Tamilnadu
Jan-02 The Bank opens an ATM at the Gol Dak-Khana, i.e. the New Delhi GPO,
making it the first instance of a commercial bank setting up an ATM at any
post-office in the country.
Dec-01 Total Advances cross Rs 5,000 Crore
Nov-01 The deposit base for the Bank crosses Rs. 10,000 Crore
Sep-01 Private placement of 26% stake in the Bank to CDC Capital Partners. UTI
holding reduces to 44.88%

15
Aug-01 Bank signs MoU with India Post for introducing value added financial
products and services to customers of both organizations, including setting
up of UTI Bank ATMs in post offices.
July-01 Bank ties up with Govt of Andhra Pradesh for collection of commercial tax
Dec-00 Bank opens its 200th ATM. It becomes the 2nd largest ATM network in the
country, a position held even today.
Oct-00 Bank becomes fully networked
July-00 E-commerce initiatives announced
July-00 Financial Advisory Services offered beginning with marketing of US 64
Apr-00 UTI Bank calls off its proposed merger with Global Trust Bank and surges
ahead on its own.
Apr-00 Bank launches its Internet banking module, iConnect Retail loans
introduced for the first time by the Bank
Mar-00 Profits cross Rs 50 crore mark for the first time.
Feb-00 Bank adopts Finacle software from Infosys for core banking
Jan-00 Dr.P.J Nayak takes over as Chairman and Managing Director from Shri
Supriya Gupta.
Sep-99 Cash management services (CMS) launched, Co branded credit card
launched
Mar-99 Deposits cross Rs.3000 crores
Sep-98 UTI Bank goes public with a Rs. 71 crore public issue; Issue over-
subscribed 1.2 times, over 1 lakh retail investors. UTI holding reduces to
60.85%
Jun-96 Crosses Rs.1000 crore deposit mark
Mar-95 Completes first profitable year in operation
Apr-94 First branch of UTI Bank inaugurated at Ahmedabad by Dr. Manmohan
Singh, Hon'ble Finance Minister, Government of India.
Dec-93 UTI Bank comes into being

INTRODUCTION TO THE ORGANIZATIONS

EARLY HISTORY

16
Banking in India originated in the last decades of the 18 th century. The first banks

were The General Bank of India which started in 1786, and The Bank of

Hindustan , both of which are now defunct. The oldest bank in existence in India is

the The State Bank of India, which originated in Calcutta in JUNE 1806, which

almost immediately became the Bank of Bengal. This was one of the three

presidency bank, the other two being the Bank of Bombay and the Bank of

Madras, all three of which were established under charters from the British East

India Company. For many years the Presidency banks acted as quasi-central banks,

as did their successors.

The three bank merged in 1925 to form the Imperial Bank of India , which upon

Indias independence , became the State Bank of India.

Indian merchants in Calcutta established the Union Bank in 1839, but it failed in

1848 as a consequence of the economic crisis of 1848-49. The Allahabad Bank,

established in 1865 and still functioning today, is the oldest Joint Stock bank in India.

It was not the first though. That honor belongs to the Bank of Upper India, which was

established in 1863, and which survived until 1913, when it failed, with some of its

assets and liabilities being transferred to the Alliance Bank of Shimla

Foreign banks too started to arrive, particularly in Calcutta, in the 1860s. The

Comptoire d'Escompte de Paris opened a branch in Calcutta in 1860, and

another in Bombay in 1862; branches in Madras and Pondicherry, then a French

colony, followed. HSBC established itself in Bengal in 1869. Calcutta was the most

active trading port in India, mainly due to the trade of the British Empire, and so

became a banking center.

The first entirely Indian joint stock bank was the Oudh Commercial Bank,

17
established in 1881 in Faizabad. It failed in 1958. The next was the Punjab National

Bank, established in Lahore in 1895, which has survived to the present and is now

one of the largest banks in India.

round the turn of the 20th Century, the Indian economy was passing through a

relative period of stability. Around five decades had elapsed since the Indian Mutiny,

and the social, industrial and other infrastructure had improved. Indians had

established small banks, most of which served particular ethnic and religious

communities.

NATIONALISATION

The next significant milestone in Indian Banking happened in the late 1960s when

the Indira Gandhi government nationalized, on 19th July, 1969, 14 major commercial

Indian banks, followed by nationalization of 6 more commercial Indian banks in 1980.

The stated reason for the nationalization was more control of credit delivery. After

this, until the 1990s, the nationalized banks grew at a leisurely pace of around 4%-

also called as the Hindu growth of the Indian economy.

To understand the Indian banking sector more easily a diagram is shown regarding

the name of the bank, its numbers shown in the bracket and also the category of

bank under which it falls.

18
STRUCTURE OF THE ORGANIZED BANKING SECTOR IN INDIA.

19
BACKGROUND

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. 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) and General

Insurance Corporation of India (GIC) and other four PSU insurance companies, i.e.

National Insurance Company Ltd., The New India Assurance Company Ltd., The

Oriental Insurance Company Ltd. and United India Insurance Company Ltd.

The Bank today is capitalized to the extent of Rs. 359.44 crores with the public

holding (other than promoters) at 57.74%.

The Bank's Registered Office is at Ahmedabad and its Central Office is located at

Mumbai. The Bank has a very wide network of more than 838 branches and

Extension Counters (as on 31st May 2009). The Bank has a network of over 3674

ATMs (as on 31st May 2009) providing 24 hrs a day banking convenience to its

20
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.

MISSION AND VALUES

Mission of Axis Bank

Customer Service and Product Innovation tuned to diverse needs of

individual and corporate clientele.

Continuous technology upgradation while maintaining human values.
Progressive globalization and achieving international standards.
Efficiency and effectiveness built on ethical practices.
Core Values of Axis Bank
Customer Satisfaction through
Providing quality service effectively and efficiently
"Smile, it enhances your face value" is a service quality stressed on
Periodic Customer Service Audits
Maximisation of Stakeholder value

Success through Teamwork, Integrity and People.

21
BOARD OF DIRECTORS
The members of board are :

Smt. Shikha Sharma Managing Director & CEO

Shri N.C. Singhal Director

Shri. J.R. Varma Director

Dr. R.H. Patil Director

Smt. Rama Bijapurkar Director

Shri R.B.L. Vaish Director

Shri M.V. Subbiah Director

Shri Ramesh Ramanathan Director

Shri K. N. Prithviraj Director

ACHEIVEMENTS/AWARDS

22
8-Mar Axis Bank launches Platinum Credit Card, India's first EMV chip
based card

7-Sep Axis Bank ties up with Banque Prive Edmond de Rothschild

Europe for Wealth Management

7-Jul UTI Bank re-brands itself as Axis Bank

7-Jul UTI Bank ties up with Tata Motors Ltd. for Car Loans

7-Jun UTI Bank's expansion into Asia supported by FRS

7-Apr UTI Bank opens a Financial Services Category I Branch in the

DIFC in Dubai

7-Mar UTI Bank ties up with Hyundai Motor India Ltd. for Car Loans

7-Mar UTI Bank ties up with IIFCL to provide finance for

infrastructural projects in the country

7-Mar UTI Bank launches Car Loans in association with Maruti Udyog
Ltd
6-Aug UTI Bank becomes the first Indian Bank to successfully issue
Foreign Currency Hybrid Capital in the International Market

6-Jul UTI Bank opens Representative Office in Shanghai

6-May UTI Bank and LIC join hands to launch an Annuity Card for group
pensioners of LIC

6-May UTI Bank ties up with Geojit Financial Services to offer Online
Trading service to its customers

6-Apr UTI Bank opens its first international branch in Singapore

5-Dec UTI Bank wins International Financing Review (IFR) Asia 'India
Bond House' award for the year 2005
5-May UTI Bank and Bajaj Allianz join hands to distribute general
insurance products

5-Mar UTI Bank gets listed on the London Stock Exchange, raises US$
239.30 million through Global

5-Feb UTI Bank appointed by Government of Karnataka as the sole

banker for the Bangalore One (B1) project

23
4-Feb UTI Bank (by pursuing a proactive strategy of forging bilateral
agreements and being a progressive player in the multi-lateral
consortiums for shared ATM network) offers its customers access to
over 7000 ATMs across the country - the largest to be offered by any
bank in India so far.

3-Dec Bank inaugurated its ATM at Thegu near the Nathula Pass in
Sikkim. This ATM is at the highest altitude in India.

3-Aug The Bank's Debit Card crosses the one million mark.

3-Aug Total Advances cross Rs 7,000 Crore.

3-May Bank declares a net profit of Rs 192.18 crores for FY03, a growth
of 43% over the previous year

3-Feb Bank, in a pioneering move, launches the AT PAR Cheque

facility, free of cost, for all its Savings Bank customers.

3-Feb Bank wins mandate to set up 14 ATMs at the Western Railway

stations along the Mumbai division.

2-Aug Bank signs MoU with BSNL regarding bill collection services
across the country through both online and offline channels.

2-Mar Deposits Cross Rs.12, 000 Crore

2-Jan The Bank's 100th branch opens at Tuticorin,Tamilnadu

2-Jan The Bank opens an ATM at the Gol Dak-Khana, i.e. the New
Delhi GPO, making it the first instance of a commercial bank setting
up an ATM at any post-office in the country.

1-Jul Bank ties up with Govt of Andhra Pradesh for collection of

commercial tax

Dec-00 Bank opens its 200th ATM. It becomes the 2nd largest ATM
network in the country, a position held even today.

Oct-00 Bank becomes fully networked

Apr-00 UTI Bank calls off its proposed merger with Global Trust Bank
and surges ahead on its own.

24
Mar-95 Completes first profitable year in operation

Apr-94 First branch of UTI Bank inaugurated at Ahmedabad by Dr.

Manmohan Singh, Hon'ble Finance Minister, Government of
India.
Dec-93 Registered office at Ahmedabad; Head office at Mumbai

25
PROMOTERS

Axis Bank Ltd. has been promoted by the largest and the best Financial Institution of

the country, UTI. The Bank was set up with a capital of Rs. 115 crore, with UTI

contributing Rs. 100 crore, LIC - Rs. 7.5 crore and GIC and its four subsidiaries

contributing Rs. 1.5 crore each.

THE COMPANY AND ITS PRODUCT LINE

Axis Bank Limited (Axis Bank) offers a broad range of retail & corporate banking
products and services in India. The bank was earlier known as UTI Bank Limited.
The company offers several products including accounts, deposits, cards,
credits, advisory services, treasury, mutual funds, cash management, international
banking and transaction services. The bank operates 827 branches and extension
counters, as on 31 March 2009. Axis Bank has operations in 29 States and 3 Union
Territories in India. The bank has a network of 3595 ATM machines. Axis Bank is the
third largest ATM network provider in India. It also has branches in China, Hong
Kong, Singapore and UAE. The bank is headquartered at Mumbai in India.

The company reported revenues of (Rupee) INR 108,291.13 million during the
fiscal year ended March 2009, an increase of 54.59% over 2008. The operating
profit of the company was INR 36,801.90 million during the fiscal year 2009, an
increase of 42.35% over 2008. The net profit of the company was INR 18,129.32
million during the fiscal year 2009, an increase of 71.17% over 2008.

Axis bank offers banking and financial services in India. The companys services and
Brands include the following:

Services:

Personal Banking:

Accounts

Deposits

26
Loans

Cards

Investments

Insurance

Payments

Other Services

Corporate Banking:

Accounts

Credit

Capital Market

Treasury

Cash Management Services

Govt Business

NRI services:

Accounts

Deposits

Remittances

COMPETITORS OF AXIS BANK LIMITED

Central bank of India

Corporation bank
HDFC bank limited
ICICI bank limited
State bank of India
Union bank of India
Bank of Baroda

AXIS BANK LIMITED

(FORMERLY UTI BANK LIMITED)

27
 GROUP - BALANCE SHEET

CONSOLIDATED BALANCE SHEET AS ON 31 MARCH 2008

CAPITAL AND LIBILTIES

SCHEDULE AS ON AS ON
NO. 31-03-2008 31-03-2008
(RS in Thousands) (RS in Thousands)
CAPITAL 1 3,577,097 2,816,308
RESERVE & 2 83,941,262 31,068,175
SURPLUS

EMPLOYEES STOCK
OPTION
OUTSTANDING(NET) 17(4.16) 21868 89783
DEPOSITE 3 876,193,450 587,850,227
BORROWING 4 56,240,405 51,956,030
OTHER LIABILTIES & 5 75,689,729 58,779,259
PROVISIONS

TOTAL 1,095,663,811 732,559,782

ASSETS
Cash and Balances with 6 73,056,584 46,610303
Reserve Bank of India

7 51,998,614 22,572,748
Balances with banks and
money at call and short
notice

Investments 8 338,651,008 268,871,605

ADVANCE 9 594,759,888 368,764,606

FIXED ASSET 10 9,324,663 6,778,359

OTHER ASSET 11 27,873,054 18,962,161

TOTAL 1,095,663,811 732,559,782

Contingent liabilities 12 2,588,956,615 1,841,653,501

Bills for collection 17 83,233,927 62,746,332

28
Significant Accounting Policies and

Notes to Accounts

Schedules referred to above form an integral part of the Consolidated Balance Sheet

As per our report of even date For Axis Bank Ltd.

For S. R. Batliboi & Co.

Chartered Accountants

MR. P. J. Nayak

Chairman & CEO

per Viren H. Mehta N. C. Singhal R. H. Patil R. B. L. Vaish

Partner Director Director Director
Membership No.: 048749

P. J. OJA DATE : 21 APRIL 2008

COMPANY SECRETARY PLACE: MUMBAI

RESEARCH METHODOLOGY

Demat refers to a dematerialised account.

Just as you have to open an account with a bank if you want to save your money,
make cheque payments etc, you need to open a demat account if you want to buy or
sell stocks.

So it is just like a bank account where actual money is replaced by shares.

You have to approach the DPs (remember, they are like bank branches), to open
your demat account.

Let's say your portfolio of shares looks like this: 40 of Infosys, 25 of Wipro, 45 of HLL
and 100 of ACC.

29
All these will show in your demat account.

So you don't have to possess any physical certificates showing that you own these
shares. They are all held electronically in your account.

As you buy and sell the shares, they are adjusted in your account.

Just like a bank passbook or statement, the DP will provide you with periodic
statements of holdings and transactions.

Is a demat account a must?

3.1 Titled of the Study

"To Know Customers Perception and Satisfaction Level about Demat Range of
AXIS Bank."

Nowadays, practically all trades have to be settled in dematerialised form.

Although the market regulator, the Securities and Exchange Board of India (SEBI),
has allowed trades of upto 500 shares to be settled in physical form, nobody wants
physical shares any more.

3.1 Duration of the Study

Duration of the study is 45 Days.

3.3 OBJECTIVE OF THE STUDY

To analyse Saving A/c Holder's expectation from the Bank.

To know Customer's satisfaction level.
To decrease the football of saving A/C customers in the Bank.

30
 Transfer of shares and settlements
Receipt of Corporate Benefits
Dematerialisation of shares
Rematerilialisation
Pledge-Hypothecation
Freezing or Locking of Accounts
Speed-e facility
i-Connect Depository Services
Tele Depository Services - Dial-Your-Demat
Auto E-mailer Services
Email id for our DP service related investor grievances

Type of Research
First Stage:

In this introductory stage secondary data was collected from AXIS Bank. Then we
decided that which customer needs to be targeted for interview. Primary data was
collected from existing customers through schedules. It helped us in knowing the
perception of these customers toward AXIS Bank.

Second Stage:

To conduct interviews Jaipur City was divided in clusters on the geographical basis.
For this 4 markets namely Johri Bazar, CScheme, VKI and Sanganer were
covered.

Third Stage:

To reach at designed objectives interview of customers conducted through

schedules. It signified the study by providing problems they are facing, types of
accounts they are maintaining and what facilities they are receiving froDl ICIeI Bank,
Jaipur.

Fourth Stage:

31
Analysis of conducted interviews was done to analyse the existing situations and
potential of saving accounts was judged. At this stage we came at conclusion and
provided the Suggestions and Recommendations to the organization.

3.5Collection Method and Sample Size

Data- Source

Primary Data: Primary data was colleted through schedules by personal

interviews of Existing customers.

Secondary Data: Secondary data was collected from AXIS Bank and Internet.

Research Approach

Survey approach was opted to do this research.

Research Instrument

Schedules.

Sampling Plan

1. Population Definition.

Element Existing SA Customers.

Sample Unit One Customer.

Extent Jaipur City.

II. Sampling Methods- Simple Random Sampling.

III. Sample Size-60. (1 % of the total SA holders)

Tools used for data analysis

Simple Percentage Method

Main focus was to know the perception of existing saving account holders of AXIS

32
Bank in Jaipur. So AXIS need to expand its operations or to continue with the
existing operations with more promotion activities.

3.6 SCOPE OF THE STUDY

AXIS Bank is offering saving account and other services to a very large base of
corporate sector in Jaipur City. Although AXIS Bank is ruling the market but
increasing competition and changing preferences of saving account generated an
opportunity for a project to analyze the customer behaviour of these account holders.

For any company to be a leader it's very necessary to be well informed about the
changes taking place in market, consumers' mind and taste and formulates
strategies to counter these changes. AXIS want to know the perception of its existing
current account customers regarding the current facilities provided to them. Hence
this study was carried out.

Salient Features of Speed-e

Speed-e displays the date and time when the user had last accessed his account
through Speed-e and thus you can keep track of the access to your account.

Password Users can give debit instructions only in favour of three pre-notified
settlement (pool) accounts of brokers. The details of the pre-notified accounts can be
given at the time of registration. This reduces risk as credits can be effected only to
these accounts. Only alphanumeric combination is allowed as password. Further, as
an additional safety measure, User is required to change the Password after every
60 days to avoid prolonged use of same password.

e-Token with Digital Signature - Instruction submitted by e-Token user is digitally

signed by the user, which ensures the integrity of the instruction and authenticity of
the user's authentication.

Benefits Of Speed-e

Convenience of executing instructions directly through Internet, from wherever

access to Internet is available.

33
For NRI investors, it eliminates geographical barriers or any requirement to appoint a
power of attorney (POA) to operate the account.

Saving in time and efforts in obtaining delivery instructions slips and submitting them
to Depository Participants (This would be useful specially as the time available
between the trade day and pay-in day has since been reduced due to rolling
settlements on T + 2 basis).

Speed-e also provides details of the balances available in your Demat Account on
real time basis. It also provides statement of transaction for your account for
previous month.

Nominal Charges

Charges for usage of Speed-e service are nominal as compared to the benefits
accruing with the service. The charges applicable for this service are as follows:

3.7 LIMITATIONS OF THE STUDY

Though the study was data based, the researcher believes that studying
perception of the customers within a time span is difficult.

Respondents were hesitating in disclosing their financial details.

As a student, the two researchers didn't have enough experience in research

area otherwise the study would have been more extensive.

This research work was conducted at 4 main places of Jaipur namely Johri Bazar, C-
Scheme, VKI and Sanganer. Customers were randomly selected to carry out the
research.

FACTS AND FINDINGS

ATM Facility is more widely used by customers belonging to Private/Foreign Banks

as compared to Government Banks.

34
2. Customers value Efficient Service over every other aspect, this is far more
important than the number of ATM machines, Staff, Dcor of Bank.

3. Reputation of Bank is most important when it comes to choosing especially a

Private Bank.

4. The general perception is that Private Banks provides better services as

compared to a Government Bank.

5. People realize that Private Banks are as safe as compared to Government Banks.
1. Advertisements and Freebies can be used to attract more customers.
2. DURATION WITH BANK

The study of 50 Axis Bank respondents consisted of a majority of customers

who had been with the Bank for a reasonable amount of time. This is good as these
customers have had the opportunity to properly access the service level of the Bank,
and can compare their experiences of Axis Bank with banks they have previously
and are currently dealing with Out of the total respondents only 3% have been with
the Bank for less than 6 months, the rest 97% have had the opportunity to know
about the strengths and weaknesses of the Bank.

Another inference that we can draw from this study is that couple of years the Bank
has been actively acquiring new customers as from the survey we can see that
about 80% of the customers have opened their accounts during the past two years.
The reason for this could be that during the past two years the Bank has been able
to convince many prospective customers about the superior service it is able to offer
in comparison to competing Banks.
Another reason could be that the customer base of the Bank has increased due to
sheer word of mouth of the Banks millions of satisfied customers.

ANALYSIS & FINDING

3.1 PERCENTAGE SHARE OF DIFFERENT ACCOUNTS IN

AXIS BANK

35
 Figure 3.1

The above pie-chart shows that most of the customers prefer the Standard account
due to low balance of the QAB i.e., Rs 10,000. Next to the Standard a\c the Gold
account has the major share. Lastly, the Platinun1 account has less share due to its
high maintenance of the QAB i.e., Rs 5, 00,000. These types of accounts are mainly
n1aintained by the big business firms.

36
3.2 FACILITIES FOR WHICH THE CUSTOMERS OPEN AN
ACCOUNT.

Figure 3.2

The pie-chart shows that the customers show high preference for cheque clearing
facilities followed by good network of branches and ATMs. So higher customers
service and satisfaction level can be attained by focusing on the above two factors.

37
3.3 OVERALL LEVEL OF CUSTOMER SATISFACTION
PERTAINING TO SERVICES OFFERED BY ICCI

Figure 3.3

The above pie-chart indicates that high portion of the respondents i.e. 78% is
satisfied with the services that are currently being provided by AXIS to them.
However, efforts are to be taken to convert the 12% dis-satisfied customers into
satisfied one. The fact that 10% of the respondents are even unable to judge the
services indicates the need to provide more transparency in the services.

38
3.4 AWARNESS ABOUT THE NEW FACILITIES BEING
PROVIDED BY BANK.

Figure 3.4

The above chart shows that 60% of the total respondents were aware of the new
facilities provided by the Bank. These new facilities were like Phone Banking,
Internet Banking, SMS Facilities, Door Step Banking, etc. The other part of this
finding shows that there are remaining 40% respondents who are not even aware of
these facilities. Therefore proper steps are to be taken as this will lead to lesser
football.

39
3.5 ADDITIONAL FACILITIES OTHER THEN EXISTING
ONE WHICH A CUSTOMER WANTS TO HAVE.

Figure 3.5

When asked that apart from existing facilities what extra facilities do they want?
Maximum of the respondent, that is, 37% replied that they need proper statement.
Here proper statement refers to statement being sent by internet or fax whereas
most of the respondents still uses the traditional way of getting statement, queuing
for hours, overall resulting in increased footfalls. Therefore they should be facilitated
with the new method of sending statements. Another chunk of chart shows that 23%
of the respondents were not happy with the hidden charges and they need
transparency in charging such hidden costs to them. 18% of them who were in the
areas like VKI, Sanganer, etc. They requested for opening up of new extension
counter of ate least ATM. Other demands were for CC limit (10%) and Post Account
Services (12%).

40
3.6 CUSTOMERS CONNECTED WITH THE OTHER
FACILITIES OF SAVING ACCOUNT SEGMENTATION

Figure 3.6

When asked to them that were they using any other saving account related
accounts, 67% of them replied in negative, that is, they maintaining only saving
account. Whereas 15% of them are also using import facility and remaining 10% are
using for Export facilities and 8% uses both facilities. This shows that 67% do not
use such accounts which if converted can become a good source of heavy
transactions.

41
3.7 CUSTOMER PREFERENCE ABOUT THE SELECTATION OF
BANK FOR THEIR SAVING ACCOUNT.

AXIS bank
7%
10%
National bank

53% Foreign banks

30%
Private banks other than
ICICI

Figure 3.7

Though that fact that many private players are into the market and many more
planning to come, still the choice of customers are Nationalized bank with major
chunk of 10% followed by 30% who voted for Private Banks other than AXIS, 53%
said they would prefer Foreign Banks as they have business all over the globe and
remaining 7% voted for AXIS.

42
 SWOT ANALYSIS

STRENGTHS:

Market Leader in non-nationalized bank.

Aggressive against competition.

Established brand.

Flexible time limit for the customer (8 am to 8 pm).

Expertise marketing team under qualified leader.

Fastest service.

Doorstep banking.

Have a global network in more than 18 countries.

Free investment advisory services to assist customer in the range of Mutual

Funds and other investment services.

WEAKNESSES:

Low branch penetration.

Inefficient to serve high customer base.

Lack of coordination between different departments..

Post sales service is not up to standard.

Network failure in ATM's is more.

Mims commitment by Sales team may put a stigma on the bank reputation

43
OPPORTUNITIES:

Growth rate in untapped market is lucrative.

Response to promotional schemes is encouraging.

Socio economic scenario showing upturn.

Opportunity is their to grow into market because of its brand name which is an
unbeatable and the service which is no one providing.

It can increase customer base by marketing their products on popular

channels and print media, the local new paper like Rajasthan Patrika, Dainik
Bhaskar, the local cable channels etc.

THREATS:

New competition is coming from foreign countries.

Biggest threats from HDFC & AXIS Bank because these banks having a large
network & they open Accounts at very nominal formalities with somewhat
similar services. Moreover they have also established brand name.

Nationalized banks like SBI, BOB are also biggest threat because Indian
people are still very much conservative and they have very much faith on
nationalized banks.

Lots of hidden charges may lead to fall in customer base because customers
are not charged anything in nationalized bank.

Mis commitment by Sales team can bring down customer faith.

44
 SUGGESTIONS AND RECOMMENDATIONS

Customer care services should be improve-d. The staff should be given

regular training of the different products once in three months.

More extension counters or ATM's should be opened in areas like VKI and
Sanganer where there are still more potential customers are available.

The bank should maintain proper transparency in the hidden charges, which
are put upon the customers.

There should be proper follow - up to the preferred customers because they

will give more revenue to the bank.

All the petrol pumps owner should be tapped, and some special schen1es
should be introduced for them.

The bank should provide free pick-up vans in places like mandis/prominent
markets to tap more customers like other banks are doing, exp; IDBI.

A Proper feedback should be designed to take care of dissatisfied customers

and solving their problems since bad word of mouth publicity results il1to loss
of potential good customers.

Free monthly account statement should be provided when asked by the

customers.

The customer should be consistently informed and updates about the new
facilities, services and hidden charges.

Some research work should be done with the help of management trainees.

Existing customer should always be in form about new product.

Business manager should weekly held a meet of all business development

executives and should try to know the problem they are facing market.

45
 CONCLUSION

The non maintenance charges are very high compared to other banks. Other
charges are also too very high. These charges should be reduced.

All the complain of customer should be dealed in proper manner by sales

executives other then operating department because these are the customer
who will give good or bad mouth about bank services.

Customer should be contacted time to time by sales executives to know about

the customer satisfaction and if he is having any problem then sort it out.

The list of problem faced by business development executives and sales

executive. during opening the account should be forwarded to regional
manager by business manager. This will help to sort out an the problen1s.

Proper training of business development executives to give impressive

presentation of AXIS bank and its products so that it leaves and impact on the
minds of people.

Proper co-ordination between-marketing and operation need to be developed.

Advertising awareness can be made more effectively by creating ads on

popular channels and print media, the local new paper like Rajasthan Patrika,
Dainik Bhaskar, the local cable channels etc.

Timely payment of salary and prol110tion of employees will, boost their

morale.

46
 ANNEXURE

QUESTIONNAIRE

NAME:

AGE:...

OCCUPATION:

1. If given an option, which bank will you prefer to deal with as a customer?

a) Axis Bank Ltd. b) HDFC Bank

c) SBI d) Other_____

2. In terms of Savings bank account opening, which bank would you prefer?

a) Axis Bank Ltd. b) HDFC Bank

c) SBI d) Other_____

3. What are the services you use of a bank, in Savings account?

a) ATM/Debit Card b) Internet Banking

c) Cheque book at par d) Mobile banking

e) Door step banking f) Relationship manager

4. Which Bank as per your experience provides the best customer service when you

personally visit the Bank?

a) Axis Bank Ltd. b) HDFC Bank

c) SBI d) Other_____

5. What average balance account services you usually avail from your existing

bank?

a) < = Rs. 1000 b) = > Rs. 5000

c) = > Rs.10000 d) = > Rs. 25000

47
e) = > Rs. 100000

6. Which Banks ATM you use the most, for cash withdrawal?

a) Axis Bank Ltd. b) HDFC Bank

c) SBI d) Other____

7. If you are using Net Banking, then what are the services you use?

a) Fund Transfer same Bank b) Fund Transfer Other Bank

c) Bill payments ` d) Cheque book request

e) DD/ Pay Order request f) Portfolio Mgmt. or

Investment Services

8. Which is the most customer friendly Bank, in terms of charges, as per you?

a) Axis Bank Ltd. b) HDFC Bank

c) SBI d) Others_____

9. Are all the Bank charges informed to you at the time of Savings Bank Account

opening.

a) Yes b) No

10. If you have to do an investment, which Bank would you consult for Portfolio

Management?

a) Axis Bank Ltd. b) HDFC Bank

c) SBI d) Other_____

11. According to you Which Bank provides, zero balance account facility to low

income level group of customers? [annual earning < Rs. 50000]

a) Axis Bank Ltd. b) HDFC Bank

c) SBI d) Other_____

48
12. Kindly rate the below mentioned banks as per the ambience and infrastructure

facilities provided to the customers?

NOTE: In Ranking 1 being the Best and 5 being the last preference.

a) Axis Bank Ltd. [ ]

b) HDFC Bank [ ]

c) SB I [ ]

d) ICICI [ ]

e) PNB [ ]

49
 BIBLIOGRAPHY

Internet:

o www.axisbank.com
o www.rbi.org.in
o www.indiainfoline.com

Magazines:

o Business Today (Various issues)

o Business World (Various issues)

o Business India (Various issues)

News Papers:

o Economic times

o Business standard

o Business line

Text Books:

o "Research Methodology" By C.R. Kothari.

o "Marketing IDanagen1ent" Philip Kottler.

50