KLE Societys INSTITUTE OF MANAGEMENT STUDIES AND RESEARCH Vidyanagar, HUBLI-580 031, E-mail: klesimsr@yahoo.com Website: www.klesimsr.

org

(Approved by AICTE, New Delhi & Affiliated to Karnatak University Dharwad) A Project Report on CUSTOMER SATISFACTION OF iCONNECT CUSTOMERS Undertaken at

Hubli Submitted in fulfillment of the requirement for the award of MASTERS DEGREE IN BUSINESS ADMINISTRATION of Karnataka University, Dharwad. During the academic year 2006-2008 *SUBMITTED BY* Ms Archana. Wali MBA II Semester Exam no. MBA0702009 Institute Guide Prof-Prashant C Faculty KLESs IMSR Company Guide Mr. Aslam Ahmed Manager Operations Axis Bank - Hubli

KLESs Institute of Management Studies and Research, Hubli

Executive Summary
The report goes on to describe the satisfaction level of iConnect Customers. It also captures the important key issues which tells why customers prefer internet banking, how frequently they use internet banking, and which banks internet banking account they use more frequently compared to axis banks iConnect. Internet banking has been gaining ground in our country with more and more people accessing the internet facility. Internet provides unlimited access to information, products and services. The internet also enables people to undertake several banking transactions online right on the desktop. For banks it provides a powerful medium to widen the reach at lower cost.
TITLE OF THE PROJECT

Study on Customer Satisfaction of iConnect customers at Axis Bank ORGANISATION: AXIS BANK, HUBLI OBJECTIVES To find the Customer Satisfaction Level of internet banking customers. SUB OBJECTIVES:

To understand the operations in Axis bank. To understand the online services and products of Axis Bank. different facilities provided by iConnect.

To calculate the satisfaction level of the customers towards KLESs Institute of Management Studies and Research, Hubli
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To know where Axis Bank stands when compared to its competitors.

NEED FOR THE STUDY

The Indian Banking industry comprises segments that provide comprehensive banking services to individuals, corporate and small business. Industry segments are Public Sector Banks, Private Sector Bank and Foreign Banks. In this Project the report is mainly focused to know where axis stands in terms of the overall performance and customer satisfaction levels. METHODOLOGY OF DATA COLLECTION SOURCES OF DATA PRIMARY DATA
Interaction with the Branch manager and employees.

Questionnaire
SAMPLE SIZE- 100 SAMPLING METHOD- Stratified Random Sampling. ANALYSIS - SPSS Package

SECONDARY DATA Secondary information is to collect through websites and magazines and company documents.
Websites 1. www.axisbank.com 2. www.economywatch.com 3. www.investopedia.com 4. Online Banking - wikipedia

KLESs Institute of Management Studies and Research, Hubli

LIMITATION

As the research was carried out in Hubli city, so all the information sought is restricted to this city only. The study is based on the sampling method hence limitation of sampling method are applicable.

BANKING INDUSTRY OVERVIEW

Introduction:
Banking Industry has revolutionized the transaction and financial services system worldwide. Through the development in technology banking services has been availed to the customers at all times, even after the normal banking hours, on a 24x7 basis. Banking Industry services is nothing but the access of most of the banking related services (such as verification of account details, going with the transactions, etc.). In todays world, progress of online services is available to all customers of the concerned bank and can be accessed at any point of time and from anywhere provided the place is equipped with the Internet facility. Nowa-days, almost all the banks all over the world, especially the multinational ones, provide their customers with online-banking. History: KLESs Institute of Management Studies and Research, Hubli
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Banking in India has its origin as carry as the Vedic period. It is believed that the transition from money lending to banking must have occurred even before Manu, the great Hindu jurist, who has devoted a section of his work to deposits and advances and laid down rules relating to the interest. During the mogul period, the indigenous bankers played a very important role in lending money and financing foreign trade and commerce. During the days of East India Company, it was to turn of the agency houses top carry on the banking business. The general bank of India was the first joint stock bank to be established in the year 1786.The others which followed were the Bank of Hindustan and the Bengal Bank. The Bank of Hindustan is reported to have continued till 1906, while the other two failed in the meantime. In the first half of the 19th Century the East India Company established three banks; The Bank of Bengal in 1809, The Bank of Bombay in 1840 and The Bank of Madras in 1843.These three banks also known as presidency banks and were independent units and functioned well. These three banks were amalgamated in 1920 and The Imperial Bank of India was established on the 27th Jan 1921, with the passing of the SBI Act in 1955, the undertaking of The Imperial Bank of India was taken over by the newly constituted SBI. The Reserve Bank which is the Central Bank was created in 1935 by passing of RBI Act 1934, in the wake of swadeshi movement, a number of banks with Indian Management were established in the country namely Punjab National Bank Ltd, Bank of India Ltd, Canara Bank Ltd, Indian Bank Ltd, The Bank of Baroda Ltd, The Central Bank of India Ltd .On July 19th 1969, 14 Major Banks of the country were nationalized and in 15th April 1980 six more commercial private sector banks were also taken over by the government. The Indian Banking industry, which is governed by the Banking Regulation Act of India 1949, can be broadly classified into two major categories, non-scheduled banks KLESs Institute of Management Studies and Research, Hubli
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and scheduled banks. Scheduled Banks comprise commercial banks and the co-operative banks.

The first phase of financial reforms resulted in the nationalization of 14 major banks in 1969 and resulted in a shift from class banking to mass banking. This in turn resulted in the significant growth in the geographical coverage of banks. Every bank had to earmark a min percentage of their loan portfolio to sectors identified as priority sectors the manufacturing sector also grew during the 1970s in protected environments and the banking sector was a critical source. The next wave of reforms saw the nationalization of 6 more commercial banks in 1980 since then the number of scheduled commercial banks increased fourfold and the number of bank branches increased to eight fold. After the second phase of financial sector reforms and liberalization of the sector in the early nineties. The PSBs found it extremely difficult to complete with the new private sector banks and the foreign banks. The new private sector first made their appearance after the guidelines permitting them were issued in January 1993. This is how the Banking Industry grew. The Indian Banking System: Banking in our country is already witnessing the sea changes as the banking sector seeks new technology and its applications. The best port is that the benefits are beginning to reach the masses. Earlier this domain was the preserve of very few organizations. Foreign banks with heavy KLESs Institute of Management Studies and Research, Hubli
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investments in technology started giving some Out of the world customer services. But, such services were available only to selected fewthe very large account holders. Then came the liberalization and with it a multitude of private banks, a large segment of the urban population now requires minimal time and space for its banking needs. Automated teller machines or popularly known as ATM are the three alphabets that have changed the concept of banking like nothing before. Instead of tellers handling your own cash, today there are efficient machines that dont talk but just dispense cash. Under the Reserve Bank of India Act 1934, banks are classified as scheduled banks and non-scheduled banks. The scheduled banks are those, which are entered in the Second Schedule of RBI Act, 1934. Such banks are those, which have paid- up capital and reserves of an aggregate value of not less then Rs.5 lacs and which satisfy RBI that their affairs are carried out in the interest of their depositors. All commercial banks Indian and Foreign, regional rural banks and state cooperative banks are Scheduled banks. Non Scheduled banks are those, which have not been included in the Second Schedule of the RBI Act, 1934. The organized banking system in India can be broadly classified into three categories: (i) Commercial Banks (ii) Regional Rural Banks and (iii) Co-operative banks. The Reserve Bank of India is the supreme monetary and banking authority in the country and has the responsibility to control the banking system in the country. It keeps the reserves of all commercial banks and hence is known as the Reserve Bank. KLESs Institute of Management Studies and Research, Hubli
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Current scenario:The growth in the Indian Banking Industry has been more qualitative than quantitative and it is expected to remain the same in the coming years. Based on the projections made in the "India Vision 2020" prepared by the Planning Commission and the Draft 10th Plan, the report forecasts that the pace of expansion in the balance-sheets of banks is likely to decelerate. The total assets of all scheduled commercial banks by endMarch 2010 is estimated at Rs 40,90,000 crores. That will comprise about 65 per cent of GDP at current market prices as compared to 67 per cent in 2002-03. Bank assets are expected to grow at an annual composite rate of 13.4 per cent during the rest of the decade as against the growth rate of 16.7 per cent that existed between 1994-95 and 2002-03. It is expected that there will be large additions to the capital base and reserves on the liability side.

Bank is a financial institution that borrows money from the public and lends money to the public for productive purposes. The Indian Banking Regulation Act of 1949 defines the term Banking Company as "Any company which transacts banking business in India" and the term banking as "Accepting for the purpose of lending all investment of deposits, of money from the public, repayable on demand or otherwise and withdrawal by cheque, draft or otherwise". Banks play important role in economic development of a country, like: o Bank mobilise the small savings of the people and make them available for productive purposes. KLESs Institute of Management Studies and Research, Hubli
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Promotes the habit of savings among the people thereby offering attractive rates of interest on their deposits o Provides safety and security to the surplus money of the depositors and as well provides a convenient and economical method of payment. Banks provide convenient means of transfer of fund from one place to another. Helps the movement of capital from regions where it is not very useful to regions where it can be more useful. Banks advances exposure in trade and commerce, industry and agriculture by knowing their financial requirements and prospects. Bank acts as an intermediary between the depositors and the investors. Bank also acts as mediator between exporter and importer who does foreign trades.

Thus Indian banking has come from a long way from being a sleepy business institution to a highly pro-active and dynamic entity. This transformation has been largely brought about by the large dose of liberalization and economic reforms that allowed banks to explore new KLESs Institute of Management Studies and Research, Hubli
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business opportunities rather than generating revenues from conventional streams (i.e. borrowing and lending). The banking in India is highly fragmented with 30 banking units contributing to almost 50% of deposits and 60% of advances.

KLESs Institute of Management Studies and Research, 10 Hubli

Company Profile

Company Profile Introduction:

KLESs Institute of Management Studies and Research, 11 Hubli

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. 358.56 crores with the public holding (other than promoters) at 57.60%. The Bank's Registered Office is at Ahmedabad and its Central Office is located at Mumbai. Presently, the Bank has a very wide network of more than 701 branch offices and Extension Counters. The Bank has a network of over 2854 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 The latest offerings of the bank along with Dollar variant is the Euro and Pound Sterling variants of the International Travel Currency Card. The Travel Currency Card is a signature based pre-paid travel card which enables travelers global access to their money in local currency of the visiting country in a safe and convenient way. Mission Customer Service and Product Innovation tuned to diverse needs of individual and corporate clientele. KLESs Institute of Management Studies and Research, 12 Hubli

Continuous technology up gradation while maintaining human values. Progressive globalization and achieving international standards. Efficiency and effectiveness built on ethical practices. Core Values 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 Maximization of Stakeholder value Success through Teamwork, Integrity and People

Organization Basically an organization is a group of people intentionally organized to accomplish an overall, common goal or set of goals. Business organizations can range in size from two people to tens of thousands. There are several important aspects to consider about the goal of the business organization. These features are explicit (deliberate and KLESs Institute of Management Studies and Research, 13 Hubli

recognized) or implicit (operating unrecognized, "behind the scenes"). Ideally, these features are carefully considered and established, usually during the strategic planning process. (Later, we'll consider dimensions and concepts that are common to organizations.) Types of organization a. Formal organization. b. Informal organization. a. Formal organization: The formal organization or group exist in all organization .it is a group of the people working together in all co-operation under the authority towards common goal, objectives for the mutual benefit of the participants. The formal groups are created to carry out some specific work to meet some goals of the organization b. Informal Organization: The informal organization refers to relationship between peoples in the organization based not on procedure and regulation laid down in the organization but on the personal attitude friendship or some common interest which may or may not be work related informal organization. Departmentation: Departmentation is the process of dividing and grouping the activities of an enterprise in the various units for the purpose of administration .the units for the purpose of administration .the units are designated as departments division sector or branches. KLESs Institute of Management Studies and Research, 14 Hubli

Departmentation

facilitates

the

benefits

of

specialization .it aims at achieving units of directing, co-operation, coordination, control and effective communication .it leads to effective performance of activities of the enterprise
ORGANIZATION CHART OF UTI BANK
CHAIRMAN /CMD DIRECTOR CORPORATE BANKING CORPORATE RETAIL BANKING CORPORATE OPERATION BANKING CORPORATE PROJECT AND PLANNING BANKING CORPORATE FINANCE AND ACCOUNT BANKING CORPORATE INSPECTION AND AUDIT BANKING CORPORATE SUPPORT SERVICE BANKING CORPORATE INFORMATION TECHNOLOGY BANKING CORPORATE MARKETING BANKING

NORTH ZONE

SOUTH ZONE

EAST ZONE

WEST ZONE

SENIOR VICE
PRESIDENT

SENIOR VICE PRESIDENT

SENIOR VICE PRESIDENT

SENIOR VICE PRESIDENT

VICE - PRESIDENT

VICE PRESIDENT

VICE PRESIDENT

VICE PRESIDENT

ASSISTANT VICE PRESIDENT

ASSISTANT VICE - PRESIDENT

ASSISTANT VICE - PRESIDENT

ASSISTANT VICE - PRESIDENT

KLESs Institute of Management Studies and Research, 15 Hubli

OPERATIONS, SALES MANAGERS AND CREDIT MANAGERS

OPERATIONS, SALES MANAGERS AND CREDIT MANAGERS

OPERATIONS, SALES MANAGERS AND CREDIT MANAGERS

OPERATIONS, SALES MANAGERS AND CREDIT MANAGERS

OPERATIONS, SALES & CREDIT DEPUTY MANAGERS

OPERATIONS, SALES MANAGERS AND CREDIT DEPUTY MANAGERS

OPERATIONS, SALES MANAGERS AND CREDIT DEPUTY MANAGERS

OPERATIONS, SALES MANAGERS AND CREDIT DEPUTY MANAGERS

EXECUTIVES

EXECUTIVES

EXECUTIVES

EXECUTIVES

JUNIOR EXECUTIVES

JUNIOR EXECUTIVES

JUNIOR EXECUTIVES

JUNIOR EXECUTIVES

SALES EXECUTIVES

SALES EXECUTIVES

SALES OFFICERS

SALES OFFICERS

SALES EXECUTIVES

SALES EXECUTIVES

KLESs Institute of Management Studies and Research, 16 Hubli

Axis bank has 5 departments

1. Cash department 2. Credit department 3. Marketing department 4. Clearing department 5. Operation department

CASH DEPARTMENT:
It is mainly concerned with cash transactions of day to day activities these dept have playing very much important role because more number of people are coming to this dept. this dept has 50% to 80% decision making power this dept has fully co-operate with other dept performance of this dept will be appraised by the way of branch performance based. This dept would have any plans for reaching its targets. FUNCTIONS OF CASH DEPARTMENT: 1. Handling daily cash transactions. 2. balancing figure at the end of the day 3. maintaining cash levels of the branch

MARKETING DEPARTMENT:
It is concerned with achieving branch targets through creating new customers and provides better service to these customers these dept has 50% to 100% decision making power this dept has fully co-operate with other dept this dept performance can be appraised through branch performance this is having following plans for reaching its targets by a) By obtaining some new customers b) By generating new business through existing customers.

FUNCTIONS OF MARKETING DEPARTMENT

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1. Achieving branch targets. 2. co-operating with sales executives 3. customer service 4. Opening of new accounts. 5. building new relations

OPERATION DEPARTMENT:
It is heart of the Axis bank this department has control the overall operations of the Axis bank .This department has handling customer queries and giving proper information to needy customers this department having 30% to 80% decision making power. This dept is fully co-operate with other dept this dept performance can be appraised branch performance and self appraised based .this dept also having plans to achieve its targets They are gross selling plan, marketing and contribution to the branch target plans to reach its objectives. FUNCTIONS OF OPERATION DEPARTMENT 1. DD drafting 2. Out station cheques realigning 3. Attending customers query regarding day to day transactions. 4. Handling government business. 5. Handling RTGS (Real time gross settlements system). 6. Transfers 7. Remittances.

CREDIT DEPARTMENT:
Credit department has mainly concern with credit transactions of the bank like giving loans, recovers loans etc are included in these department this department performance can be appraised through giving targets. This department having 50% to 80% decision making power and this department has co-operated with other

KLESs Institute of Management Studies and Research, 18 Hubli

department whenever other departments needed. This department different plans for reaching its targets they are, credit appraised of balance sheet, financial strength and ratio analysis. FUNCTIONS OF CREDIT DEPARTMENT 1. Screening of proposals. 2. Documentations. 3. Disbursements of loans.

CLEARING DEPARTMENT:
Clearing has mainly concerned with clearing cheques of the customers this department having 20% to 30% decision making power this department performance can be appraised through branch performance ,this department does not have any plans for reaching targets

FUNCTIONS OF CLEARING DEPARTMENT 1. Out stations of cheques. 2. Locals cheques. 3. CBSS (software name used for giving information to the current account holders).

1. Basic services: basic services include

a) saving account b) term deposit c) recurring deposits d) demat account e) ATMs f) En cash - 24 g) Special savings account h) Residence and foreign currency account i) Easy access through channels j) I connect

KLESs Institute of Management Studies and Research, 19 Hubli

k) corporate I connect l) 24 - hr tele banking

AXIS Bank Products

KLESs Institute of Management Studies and Research, 20 Hubli

D estic om Sav ings BankR etail Priority A/c

D estic om Sav ings Ban kInstitu tional Trust A/c

N R enton esid Sav ings Bank N I Priority R A/c

C rrent u A ccounts (C ) A N al orm C urrent A/c B usiness Advantage A/c B usiness C lassic A/c B usiness Privilege A/c C hannel O ne A/c B usiness G lobal A/c C for B A uilder and R eal E state C C 50 A lub A/c C urrent C apital A/c B usiness K rishi A/c S hipping and M aritim A/c e Inland R oad Transport A/c

F ixed D osits (F ) ep D Short Term D eposits

O er th A ssociated Prod ucts G C old oins

Person al In estm v ent Prod ucts G eneral Insurance: Fam ily H ealth G eneral Insurance: S ilver H ealth L ife Insurance M utual Fund

Prim A/c e

Salary R elationship

N I Prim A/c R e

R einvestm ent C ertificate M onthly Incom e C ertificate Q uarterly Incom e C ertificate R ecurring D eposit S enior C en itiz D eposit E ncash 24 Flex 2-in-1 i A/c

V G isa old Internantional D ebit C ard M aster C ard B usiness International D ebit C ard D at A/c em C redit C ard M obile B anking

Senior Privilege A/c S art Privilege m A/c E Access asy A/c

N I N al R orm A/c

N I PISA/c R N I Salary R A/c M ariners International A/c

TC CA/c D O nline Trading A/c

TYPES OF SAVINGS ACCOUNTS:

1. Easy access account. 2. Salary account 3. Womens savings account 4. Senior privilege account 5. Defense Salary account 6. Trust/NGO savings account 7. Azadi-no frills 8. RFC(D)

LOANS:
KLESs Institute of Management Studies and Research, 21 Hubli

A loan is a kind of advances made by a bank to its customer with or without security .in the case of loan the bank makes a lump sum payment to the borrower under a separate account or credits his existing account with the amount of loan sanctioned. Such a loan is given for fixed period at an agreed rate if interest .the loan is required to be repaid either in a lump sum at the end of the period or installment as per agreement. SRAC (SETLITE RETAIL ASSET CENTER) Axis BANK newly launched this center 8th June 2006, in this center bank is providing different kind of loans to the customers like;

Retail Loans OF UTI BANK: Power Drive Power Home Asset power Personal Power Study Power But in Hubli branch they are providing mainly three kinds of loans they are a) Personal power b) Power home c) Mortgage loan. This center located in PIZZA HUT near Desai cross, in this center six member are working one is for personal loan another one is for housing loan and mortgage loan. Another two members are working for document verification. This branch outsourced one work that is generating leads for SRAC and it is also having recovery agency. In

KLESs Institute of Management Studies and Research, 22 Hubli

this bank they are all using modern technology like internet, Xerox machine, printer etc which is helpful for their work.

Current Accounts- Products

Normal Current Account Business Advantage Account Business Classic Account Business Privilege Account Channel One Account Business Global Account Current Account for Builder and Real Estate Current Account Club 50 Account Current Capital Account Krishi Current Account Current Account-Ship and Maritime Account Current Account Inland Road Transport Account Current Account- Travel, Tourism and Hospitality Current Account-Documentation

Present
The Bank has set up a Call Centre, available 24/7, providing assistance in 11 languages. The Call Centre as of March 2007 handled over 20,000 calls per day.

KLESs Institute of Management Studies and Research, 23 Hubli

With 508 branches, 53 extension counters, 2,341 ATMs, 3.35 million internet banking customers and 1.10 million mobile registered customers, the Bank provides one of the best networks in the country with real time on-line access to it customers.

NRI Services
Dedicated NRI Relationship Managers Physical Relationship Manager Select branches eRelationship Manager (nricell@axisbank.com) - All branches

FREE International VISA debit card (Only for NRI Prime & NRI Priority) Free Domestic Savings account (Only for NRI Prime & NRI Priority) AT PAR cheque book (unlimited FREE for NRI Prime & NRI Priority) Financial Advisory Services* Tax Advisory Services from our empanelled consultants* Assistance to obtain Income Tax PAN Cards* SMS alerts facility on Indian & Overseas mobile numbers Portfolio Investment Services For NRIs to invest in Indian Stock Markets

KLESs Institute of Management Studies and Research, 24 Hubli

Project Background

KLESs Institute of Management Studies and Research, 25 Hubli

A Brief History of Internet Banking

The main purpose that banks have been serving since their inception is keeping our money safe for us. While keeping our money safe, they also let us earn a certain amount of interest on the money deposited with them. Traditional banks have been doing this, and internet banks continue the same function. The only difference is in the way the transactions are made. Online banking has been around for quite a few years. In fact, it was introduced in the 1980s and has come a long way since then. The last decade has seen a profuse growth in internet banking transactions. Several pieces of legislation have also been introduced in this area. Though it began in the 1980s, it was only in the mid nineties that internet banking really caught on. What attracts customers to internet banking is the round the clock availability and ease of transactions. Studies estimate that internet banking still has a long way to go. There are several banks that have customers who prefer banking in the traditional ways. Statistics released by the FDIC show that only 40% of the banks in the U.S. offer internet banking facilities worth mentioning. All the others may have an online presence but do not have enough online transactions to justify their presence on the internet. Some customers have been known to turn to internet banking due to dissatisfaction with standard procedures and practices. The total absence of human interaction appeals to some people. Some customers turn to internet

KLESs Institute of Management Studies and Research, 26 Hubli

banking facilities for security reasons. This is mainly because of customers being assured of banks' ability to keep transactions safe and secured. Most online transactions are made using the Internet Explorer interface. The Internet Explorer has been around for more than ten years now

Features of internet Banking

Online banking solutions have many features and capabilities in common, but traditionally also have some that are application specific. The common features fall broadly into several categories

Transactional (e.g., performing a financial transaction such as an account to account transfer, paying a bill, wire transfer... and applications... apply for a loan, new account, etc.)
o o

Electronic bill presentment and payment - EBPP Funds transfer between a customer's own checking and savings accounts, or to another customer's account Investment purchase or sale Loan applications and transactions, such as repayments s

o o

Non-transactional (e.g., online statements, check links, cobrowsing, chat)

o

Bank statements

Financial Institution Administration - features allowing the financial institution to manage the online experience of their end users ASP/Hosting Administration - features allowing the hosting company to administer the solution across financial institutions

KLESs Institute of Management Studies and Research, 27 Hubli

Online Banking Products of Axis Bank

KLESs Institute of Management Studies and Research, 28 Hubli

1.Online Tax Payment: CBDT

e-Payment Facility for Online Payment of Income/ Other Direct Taxes (CBDT) Axis Bank offers the e-Payment Facility for online payment of Income/ Other Direct Taxes on the Internet by its Retail/ Corporate customers. The Assessees/ Taxpayers maintaining Accounts with the Bank can now have the convenience of paying their Income/ Other Direct Taxes from the Desktop.

For Retail Customers The Retail Customers of the Bank can pay their Income/ Other Direct Taxes through TIN-NSDL website using iConnect (Net Banking) facility provided by the Bank. The customer will get online acknowledgement of the tax payment by way of a Cyber Receipt in form of Challan including Challan Identification Number (CIN) immediately after making the payment. For Retail Customers The Retail Customers of the Bank can pay their Income/ Other Direct Taxes through TIN-NSDL website using iConnect (Net Banking) facility provided by the Bank. The customer will get online acknowledgement of the tax payment by way of a Cyber Receipt in form of Challan including KLESs Institute of Management Studies and Research, 29 Hubli

Challan Identification Number (CIN) immediately after making the payment.

2.Online Shopping: Safe and Secure Internet Payment

Axis Bank offers you the convenience of shopping at many major Online stores from the comfort of your home or office. All you need is an internet enabled PC. You can choose & then get the items delivered at your doorstep. You can also avail of numerous online services, get to know about the current special offers/discounts and get a preview of the new items added on to the shelves by these online retailers/service providers. You can shop as much as you like and conveniently make instant payments by debiting your account through the secured payment channel, iConnect - Our internet banking platform. To avail of the Online Shopping facility, you have to be a registered iConnect customer of Axis Bank.

3.e-Broking

KLESs Institute of Management Studies and Research, 30 Hubli

Gone are the days when you left orders with your broker, received conformations on the price and quantity of the shares at the end of the day and the payment made upfront or received after delays. Your securities settlement took days to reflect in your account. Internet has changed the way you do trading. The entire process is speedy with limited to zero paper work. The process of Payment Gateway has become seamless. All that you need is a PC, a modem, subscription to an Internet Service Provider (ISP), a saving and a depository account with Axis Bank. You have a wide choice of Payment Gateway brokers to choose from. Log on to the brokers site of your choice where you get live real time quotes, place a buy or sell order on the spot, and direct the site to debit the requisite amount. In just a few seconds you get your conformation and after the trade settlement your bank and Depository accounts will reflect the changes which you can view anywhere anytime. Axis Bank offers you the best in technology and service bringing payment and settlements online - just a few clicks away.

4.Internet Payment
You can register for Axis Bank Secure Internet Payment in 3 simple steps > Accept the Terms and Conditions for using the service. > Enter details of your Debit/Travel Currency Card, for confirming your identity. > Fill in your personal details and create a login and password.

KLESs Institute of Management Studies and Research, 31 Hubli

iConnect Internet banking facility of Axis Bank

Introduction:
Internet banking has been gaining ground in our country with more and more people accessing the internet facility. Internet provides unlimited access to information, products and services. The internet also enables KLESs Institute of Management Studies and Research, 32 Hubli

people to undertake several banking transactions online right on the desktop. For banks it provides a powerful medium to widen the reach at lower cost.

About iConnect:
Axis Bank provides internet banking facility under the brand name iConnect. The customers desirous of availing the iConnect facility can visit website www.axisbank.com for details. They can also directly get connected using URL https://www.axisbank.co. To use the iConnect services, the customers should have a PC with minimum 32 MB RAM Internet Explorer 4.0 or above or Netscape Navigator, 56.6 KBPS Modem and Internet connection. Eligibility IConnect facility is available to accounts of Individuals (p segment) customers single or joint accounts Partnership firms Corporate clients The facility is not available to the accounts of Clubs, Associations, Institutions and Trusts. Any specific request from such customers should be referred Central office for approval on case-to-case basis

iConnect Facilities Provided by Axis Bank

General Facilities: Deposit and Cash Credit Accounts KLESs Institute of Management Studies and Research, 33 Hubli

IConnect offers following general services or facilities to the customers for their savings accounts, current accounts, Term Deposit Accounts, Cash Credit Accounts and Depository Accounts. i)Account Enquiry Interest Rates Clear/Unclear balance Drawing Power Sanctioned Limit ii)Transaction Enquiry Transaction particulars Amount Date i) Deposit Enquiry Date of Deposit Interest rate Due date Maturity date

iv) Mail Facility Mail base to receive, send and store messages to and from the bank. v) Request for cheque book issue. KLESs Institute of Management Studies and Research, 34 Hubli

Note: No charges are levied for the facilities offered for general services.

Menus/ options Deposit and Cash Credit Accounts: The Menus/Options available for Savings, Current, Term Deposit and Cash credit accounts for general services are as follows. 1. Quick view: Synopsis of last six transactions. 2. Query: To view the transactions of accounts, based on the parameter to be selected by the customer. 3. Details: To view personal account information. 4. Request for cheque book (The request received in the Banks mail box from the customer will b sent by the internet banking cell, central office to the respective branches for necessary action).

Depository Accounts The menus/ options available to customers for depository accounts are as follows 1. Statement of Holding 2. Transaction Statement 3. Status of Instruction Display 4. Facility to download all the query outputs KLESs Institute of Management Studies and Research, 35 Hubli

Other Options The other options available are as follows: 1. Update: e-mail address, favourites, password(for signon/transaction) 2. Mail: Mailbox view/ delete/ archive the mail received, compose Facility to send a message to the branch, View Trash view/ empty/ retrieve a message, View Message view message received, mail sent items.
3. Hyperlink: At the end of browising on iconnect, a customer can

visit our website by clicking on www.axisbank.com

Funds Transfer Facility (FTF)

All the customers registered under iConnect are eligible to avail the facility of fund transfer. The existing customers who have registered under the old form and not availed the facility can avail it by making a specific request in the FTF through the concerned branch. FTF provides for: 1. Transfer of funds between ones own savings bank or current accounts (Domestic accounts), both at the same branch or at different branches. 2. Transfer of funds between ones own savings bank or current accounts (Domestic accounts)account and Third party savings bank or current accounts (Domestic accounts), at the same branch or at different branches. KLESs Institute of Management Studies and Research, 36 Hubli

3. Transfer of funds as follows in respect of NRE Savings Bank Accounts Debit From Savings Bank (NRE) Savings Bank (NRE) Credit To Savings Bank (NRE) Savings Bank (NRO/NRSR/Domestic)

(NRE Account holders are permitted to debit their accounts for local disbursements as permitted under the prevailing Exchange Control Regulations. Transfer of funds from SB NRO/NRSR/Domestic accounts to SB NRE is not permitted). Transaction at centers Savings other than where the account is maintained Bank Current Account Ordinary Current Account Business Classic Maximum Limit (Per day)at RBI Center* Maximum Limit (Per day) at non RBI Centers** Out of this i) Free remittance per Day ii) Remittance KLESs Institute of Management Studies and Research, 37 Hubli 50,000 50,000 No Charges No Charges No Maximum Limit 10,00,000 No Maximum Limit 10,00,000 No Maximum Limit 10,00,000 Current Account Business Premium No Maximum Limit 10,00,000

Subject to charges @ applicable DD Charges

Above 50,000

Above 50,000

Not

Not

Applicable Applicable

* RBI Center to RBI Center ** Non- RBI Centre where one or both the centers are Non RBI Centres (RBI Centres: Ahmedabad, Banglore, Bhopal, Bhubaneshwar, Calcutta, Chandigarh, Chennai, Hyderabad, Jaipur, Mumbai, New Delhi, Nagpur )

Procedure for Registration

1. All customers desirous of availing iConnect facility would have to

fill up the registration from and submit it to any of our branches. These can also be downloaded from the website www.axisbank.com . 2. For Registration the customer will fill in the registration form duly undertaking to abide by the terms and condition set out under the scheme including any future changes made solely at the banks discretion and hand it over any of the branches. 3. In case of joint accounts of individuals and partnership firms a declaration on the lines of specimen given in the appendix: XI I should be obtained. In case of corporate, a Board Resolution should be obtained and it should be ascertained that the resolution is not contrary to the Memorandum & Articles of Association of the company. 4. Where the customer requests for linking of his/her accounts maintained at other branches also, the branch which receives the KLESs Institute of Management Studies and Research, 38 Hubli

forms will arrange to send the copies to the respective branches. These branches after verifying the the details of account maintained at their end, will send the request through Lotus Notes to the internet banking cell at Central Office. 5. In case of existing customer desiring to avail FTF, FTF Form should be obtained. It may be noted that all accounts linked to the customer number current, as well as future will get automatically linked, when FTF is activated. FTF is not allowed to Trust/Associations/Clubs. The branch should ensure before forwarding FTF request and subsequently also that the customer should not inadvertently become authorized for FTF Facility in another account in which he/she is not authorized. 6. It is the responsibility of the branch to ensure that all relevant forms have been taken correctly, filled in and signatures verified before sending the information to internet banking cell at central office for allotment of PIN and ID. 7. The information for registration should be sent on daily basis by the Branch Head by Lotus Notes at the ID of Internet Banking Relationship Manager (IBRM) at Central Office. 8. On receipt of the information, the IBRM at the central office will create iconnect IDs and generate PINs. these shall be sent to the respective branches. 9. Branches will deliver the envelope containing the User ID and PINs to the customers against acknowledgement. The undelivered envelopes should be kept in the safe custody of an authorized official. 10. The customers should be advised to keep the user ID and PIN strictly confidential. System provides for the customer to change KLESs Institute of Management Studies and Research, 39 Hubli

the password immediately on accessing the account for the first time.

Electronic Bill Presentment and Payment (EBPP) Facility

Electronic Bill Presentment and Payment (EBPP) Facility is an extension of iConnect and Fund Transfer Facility(FTF), Using this customers can pay their utility bills to Bombay Suburban Electric Supply co. (BSES), Life Insurance Corporation (LIC), iConnect. The existing i-connect clients with FTF facility can start using this immediately. Existing iConnect clients without FTF facility will have to apply for FTF on the required format to avail of this service. New clients will have to fill up registration-cum-declaration form and branches will forward the required information as usual on Lotus Notes to IBRM who will arrange for issue of PINs etc. As per present system, on receipt of request from customers through branches, for activating one or more specified shopping Mall facilities, are activated through UBPS Admin-Sign-on menu. BPL Mobile, Command (mobile phone service company) etc. with which the bank has tied up through

KLESs Institute of Management Studies and Research, 40 Hubli

Analysis

KLESs Institute of Management Studies and Research, 41 Hubli

Age Frequency Percent Valid Cumulative Percent Percent 4 4.0 4.0 4.0 52 52.0 52.0 56.0 20 20.0 20.0 76.0 22 22.0 22.0 98.0 2 2.0 2.0 100.0 100 100.0 100.0

Valid L.T 20 years 20-30 years 30-40 years 40-50years 50 and above Total

Age
50 and above 2.0% 40-50years 22.0% L.T 20 years 4.0%

20-30 years 30-40 years 20.0% 52.0%

Among 100 Respondents 4% Respondents were below the age of 20, 52% Respondents are between 20 30years, 20% Respondents are between 30 40, 22% Respondents are between the age of 40 50, and 2% Respondents are of the age above 50.

KLESs Institute of Management Studies and Research, 42 Hubli

Educational qualification Frequency Percent Valid Percent Valid Upto SSLC 2 2.0 2.0 PUC 12 12.0 12.0 Degree 52 52.0 52.0 Master Degree & 34 34.0 34.0 Above Total 100 100.0 100.0 Cumulative Percent 2.0 14.0 66.0 100.0

Educational qualification
Master Degree & Abov 34.0% Upto SSLC 2.0% PUC 12.0%

Degree 52.0%

Among 100 customers 2% of the respondents were up to SSLC, 12% PUC, 52% of the respondents were Degree passed and 34% of the customers education qualification is Master Degree and above.

KLESs Institute of Management Studies and Research, 43 Hubli

Occupation Frequency Valid Student Business Salaried Self Employed Professional Retired Total 10 36 26 26 2 100 Percent 10.0 36.0 26.0 26.0 2.0 100.0 Valid Percent 10.0 36.0 26.0 26.0 2.0 100.0 Cumulative Percent 10.0 46.0 72.0 98.0 100.0

Occupation
Retired 2.0% Self Employed Prof es 26.0% Student 10.0%

Business 36.0%

Salaried 26.0%

Among 100 respondents 10% of the respondents are students, 36% of the respondents are salaried,26% of the respondents are self employed professionals,26% of the respondents are businessman, and only 2% of the respondents are retried

Monthly Income KLESs Institute of Management Studies and Research, 44 Hubli

Frequency Percent Valid Cumulative Percent Percent Valid Below 10,000 4 4.0 4.0 4.0 10,000-20,000 28 28.0 28.0 32.0 20,000- 30,000 22 22.0 22.0 54.0 30,000- 40,000 22 22.0 22.0 76.0 40,000 and above 24 24.0 24.0 100.0 Total 100 100.0 100.0

Monthly Income
Below 10,000 40,000 and above 24.0% 10,000-20,000 28.0% 4.0%

30,000- 40,000 22.0% 20,000- 30,000 22.0%

Among 100 Respondents the gross monthly income of 4% of the respondents was below 10,000, 28% of the respondents between 10,000 20,0000, 22% of the respondents between 20,000 30,000, 22% of the respondents between 30,000 40,000, and 24% of the respondents had their gross monthly income 40,000 and above

Are you having more than one internet banking account, if so which banks? Frequency Percent Valid Cumulativ Percent e Percent 62 62.0 62.0 62.0 2 2.0 2.0 64.0

Valid

axis axis idbi

KLESs Institute of Management Studies and Research, 45 Hubli

axis, hdfc axis, icici axis,hdfc Axis,hdfc,idbi axis,hsbc axis,icici axis,icici,sbi axis,idbi axis,sbi Axis,sbi Icici,hdfc,axis sbi,axis Total
axis,sbi 8.0% axis,idbi 2.0% axis,icici,sbi 2.0% axis,icici 6.0% axis,hsbc 2.0% axis,hdfc,idbi 2.0% axis,hdfc 4.0% axis, icici 2.0% axis, hdfc

2 2 4 2 2 6 2 2 8 2 2 2 100

2.0 2.0 4.0 2.0 2.0 6.0 2.0 2.0 8.0 2.0 2.0 2.0 100.0

2.0 2.0 4.0 2.0 2.0 6.0 2.0 2.0 8.0 2.0 2.0 2.0 100.0

66.0 68.0 72.0 74.0 76.0 82.0 84.0 86.0 94.0 96.0 98.0 100.0

banks names

axis 62.0%

If you are having more than one internet banking account, which banks account do you use more frequently? Frequency Percent Valid Cumulative Percent Percent Valid SBI & allies 8 8.0 21.1 21.1 Axis Bank 8 8.0 21.1 42.1 ICICI 10 10.0 26.3 68.4 HDFC 8 8.0 21.1 89.5 IDBI 4 4.0 10.5 100.0 KLESs Institute of Management Studies and Research, 46 Hubli

Missing Total

Total System

38 62 100

38.0 62.0 100.0

100.0

more frequently used internet bank a/c

SBI & allies 8.0% Axis Bank 8.0% ICICI 10.0%

Missing 62.0%

HDFC 8.0% IDBI 4.0%

Among the respondents having more than one internet banking account. 8% of the respondents frequently use SBI & allies,8% of the respondents prefer Axis,10% of the respondents prefer ICICI, 8% of the respondents prefer HDFC, and 4% of the respondents prefer IDBI

Reason for using this internet banking account more frequently Ease of use (Y/N) Frequency Percent Valid Cumulative Percent Percent Yes 16 16.0 16.0 16.0 No 84 84.0 84.0 100.0 Total 100 100.0 100.0

Valid

KLESs Institute of Management Studies and Research, 47 Hubli

ease of use (Y/N)

Yes 16.0%

No 84.0%

Among the respondents who have more than one internet banking account and who use particular bank account more frequently, 16% of the customers say its because of the ease of using that internet banking service.

Faster transaction (Y/N) Frequency Percent Valid Cumulative Percent Percent 16 16.0 16.0 16.0 84 84.0 84.0 100.0 100 100.0 100.0

Valid

Yes No Total

KLESs Institute of Management Studies and Research, 48 Hubli

faster transaction (Y/N)

Yes 16.0%

No 84.0%

Among the respondents who have more than one internet banking account and who use particular bank account more frequently, 16% of the customers say its because of the Faster transaction of that banks internet banking service.

Secured transaction (Y/N) Frequency Percent Valid Yes No Total 4 96 100 4.0 96.0 100.0 Valid Percent 4.0 96.0 100.0 Cumulative Percent 4.0 100.0

KLESs Institute of Management Studies and Research, 49 Hubli

secured transaction (Y/N)

Yes 4.0%

No 96.0%

Among the respondents who have more than one internet banking account and who use particular bank account more frequently, 4% of the customers say its because of the security of the transaction of that banks internet banking service.

Reliable transaction (Y/N) Frequency Valid Yes No Total 20 80 100 Percent 20.0 80.0 100.0 Valid Percent 20.0 80.0 100.0 Cumulative Percent 20.0 100.0

KLESs Institute of Management Studies and Research, 50 Hubli

reliable transaction (Y/N)

Yes 20.0%

No 80.0%

Among the respondents who have more than one internet banking account and who use particular bank account more frequently, 20% of the customers say its because of the reliable transaction that banks internet banking service offers.

Any other reason Frequency Percent Valid Cumulative Percent Percent 100 100.0 100.0 100.0

Valid

KLESs Institute of Management Studies and Research, 51 Hubli

any other reason

No respondents gave any other reason for using the particular banks internet banking service more frequently.

Since how long you have been using internet banking? Frequency Percent Valid Cumulative Percent Percent 6 6.0 6.0 6.0 34 24 20 34.0 24.0 20.0 34.0 24.0 20.0 40.0 64.0 84.0

Valid

less than 1 month 1-6 months more than 6 LT 1 year more than 1 yr LT 2 years

KLESs Institute of Management Studies and Research, 52 Hubli

more than 2 years Total

16 100

16.0 100.0

16.0 100.0

100.0

since how long

less than 1 month more than 2 years 16.0% 6.0%

1-6 months more than 1 yr LT 2 20.0% 34.0%

more than 6 LT 1 yea 24.0%

Among 100 respondents, 6% of the respondents less than one month, 34% of the respondents between 1- 6 month, 24% of the respondents between more than 6months less than 1year, 20% of the respondents between more than 1year and less than 2 years and 16% of the respondents use internet banking service from more than 2 years. How often you transact using internet banking? Frequency Percent Valid Cumulative Percent Percent Valid almost daily 8 8.0 8.0 8.0 few times a week 28 28.0 28.0 36.0 once in 15 days 38 38.0 38.0 74.0 once in a month 16 16.0 16.0 90.0 rarely (not specific) 10 10.0 10.0 100.0 Total 100 100.0 100.0

KLESs Institute of Management Studies and Research, 53 Hubli

how often internet banking?

rarely (not specific 10.0% almost daily 8.0%

once in a month 16.0% few times a w eek 28.0%

once in 15 days 38.0%

Among 100 respondents, 8% of the respondents transact almost daily, 28% of the respondents transact few times in a week, 38% of the respondents transact ones in 15 days, 16% of the respondents transact ones in a month and 10% of the respondents transact very rarely using internet banking.

What made you to go for online Banking? Every where access (Y/N) Frequency Percent Valid Yes No Total 24 76 100 24.0 76.0 100.0 Valid Cumulative Percent Percent 24.0 24.0 76.0 100.0 100.0

KLESs Institute of Management Studies and Research, 54 Hubli

every where access (Y/N)

Yes 24.0%

No 76.0%

Among 100 respondents 24% of the respondents said yes they went for Online Banking because of every where access and 76% of the respondents said no.

Any time access (Y/N) Frequency Percent Valid Percent Cumulative Percent 38 38.0 38.0 38.0 62 62.0 62.0 100.0 100 100.0 100.0

Valid

Yes No Total

KLESs Institute of Management Studies and Research, 55 Hubli

any time access (Y/N)

Yes 38.0%

No 62.0%

Among 100 respondents 38% of the respondents said Yes they went for Online Banking because of any time access and 62% of the respondents said No.

Faster transaction(Y/N) Frequency Percent Valid Yes No Total 36 64 100 36.0 64.0 100.0 Valid Percent 36.0 64.0 100.0 Cumulative Percent 36.0 100.0

KLESs Institute of Management Studies and Research, 56 Hubli

faster transaction(Y/N)

Yes 36.0%

No 64.0%

Among 100 respondents 36% of the respondents said Yes they went for Online Banking because of Faster Transaction and 64% of the respondents said No.

No human interaction(Y/N) Frequency Percent Valid Cumulative Percent Percent 28 28.0 28.0 28.0 72 72.0 72.0 100.0 100 100.0 100.0

Valid

Yes No Total

KLESs Institute of Management Studies and Research, 57 Hubli

No human interaction(Y/N)
Yes 28.0%

No 72.0%

Among 100 respondents 28% of the respondents said Yes they went for Online Banking because of no bank personnel interaction and 72% of the respondents said No.

KLESs Institute of Management Studies and Research, 58 Hubli

Which of the following you have done using internet Banking Balance enquiry & statements (YorN) Frequency Percent Valid Yes No Total 54 46 100 54.0 46.0 100.0 Valid Percent 54.0 46.0 100.0 Cumulative Percent 54.0 100.0

bal enquiry & stmts (YorN)

No 46.0%

Yes 54.0%

Among 100 respondents 54% of the respondents said Yes they went for Online Banking for Balance enquiry & statements and 46% of the respondents said No.

Rail/Air ticket booking ( Yor N) KLESs Institute of Management Studies and Research, 59 Hubli

Frequency Percent Valid Yes No Total 34 66 100 34.0 66.0 100.0

Valid Cumulative Percent Percent 34.0 34.0 66.0 100.0 100.0

rail/air ticket booking ( Yor N)

Yes 34.0%

No 66.0%

Among 100 respondents 34% of the respondents said that they have done Rail/Air ticket booking through Online Banking and 66% of the respondents said No.

Mobile recharge (Y or N) Frequency Percent Valid Cumulative Percent Percent KLESs Institute of Management Studies and Research, 60 Hubli

Valid

Yes No Total

16 84 100

16.0 84.0 100.0

16.0 84.0 100.0

16.0 100.0

mobile recharge ( Y or N)
Yes 16.0%

No 84.0%

Among 100 respondents 16% of the respondents said that they have done Mobile recharge online and 84% of the respondents said No.

Transfer funds (Y or N) Frequency Percent Valid Yes No Total 56 44 100 56.0 44.0 100.0 Valid Percent 56.0 44.0 100.0 Cumulative Percent 56.0 100.0

KLESs Institute of Management Studies and Research, 61 Hubli

transfer funds ( Y or N)
No 44.0%

Yes 56.0%

Among 100 respondents 56% of the respondents said that they have transferred funds between accounts through Online Banking and 44% of the respondents said No.

Payments (Y or N) Frequency Percent Valid Cumulative Percent Percent 44 44.0 44.0 44.0 56 56.0 56.0 100.0 100 100.0 100.0

Valid

Yes No Total

KLESs Institute of Management Studies and Research, 62 Hubli

Payments ( Y or N)

Yes 44.0%

No 56.0%

Among 100 respondents 44% of the respondents said that they have done Payments through Online Banking and 56% of the respondents said No.

Any other activity done Frequency Percent Valid e-broking fd deposit net account payment online purchase Total 92 2 2 2 2 100 92.0 2.0 2.0 2.0 2.0 100.0 Valid Cumulative Percent Percent 92.0 92.0 2.0 94.0 2.0 96.0 2.0 98.0 2.0 100.0 100.0

KLESs Institute of Management Studies and Research, 63 Hubli

any other activity done

online puchase 2.0% net account payment 2.0% fd deposit 2.0% e-broking 2.0%

92.0%

Any other activity done by the respondents through internet banking are 2% of the respondents online puchase,2% of the customers net account payments.2% of the respondents FD Deposits and 2% of the respondents e-broking. Customer Satisfaction on Ease of using iConnect Frequency Percent Valid Highly satisfied satisfied neutral Neither satisfied nor dissatisfied dissatisfied Total 28 64 6 2 100 28.0 64.0 6.0 2.0 100.0 Valid Percent 28.0 64.0 6.0 2.0 100.0 Cumulative Percent 28.0 92.0 98.0 100.0

KLESs Institute of Management Studies and Research, 64 Hubli

CustSat on Ease of using iConnect

dis satisfied 2.0% neutal Neither satis 6.0% Highly satisfied 28.0%

satisfied 64.0%

Among 100 respondents, 28% of the respondents are highly satisfied, 64% of the respondents just satisfied, 6% of the respondents neither satisfied nor dissatisfied and 2% of the respondents are dissatisfied and no one is highly dissatisfied by the Ease of using iConnect.

Customer Satisfaction on all the time accessibility Frequency Percent Valid Cumulative Percent Percent Valid highly satisfied 28 28.0 28.0 28.0 satisfied 40 40.0 40.0 68.0 neutral Neither 30 30.0 30.0 98.0 satisfied nor dissatisfied Highly 2 2.0 2.0 100.0 dissatisfied Total 100 100.0 100.0

KLESs Institute of Management Studies and Research, 65 Hubli

CustSat on all the time accessibility

Highly dis satisfied 2.0% neutal Neither satis 30.0%

highly satisfied 28.0%

satisfied 40.0%

Among 100 respondents, 28% of the respondents are highly satisfied, 40% of the respondents just satisfied, 30% of the respondents neither satisfied nor dissatisfied, no one is dissatisfied but 2% of the respondents are highly dissatisfied by all time accessibility of iConnect.

Customer Satisfaction on speed of transaction Frequency Percent Valid Cumulative Percent Percent Valid Highly satisfied 14 14.0 14.0 14.0 satisfied 56 56.0 56.0 70.0 neutral Neither 24 24.0 24.0 94.0 satisfied nor dissatisfied dissatisfied 4 4.0 4.0 98.0 Highly dis satisfied 2 2.0 2.0 100.0 Total 100 100.0 100.0

KLESs Institute of Management Studies and Research, 66 Hubli

CustSat on speed of transaction

Highly dis satisfied 2.0% dis satisfied 4.0% neutal Neither satis 24.0% Highly satisfied 14.0%

satisfied 56.0%

Among 100 respondents, 14% of the respondents are highly satisfied, 56% of the respondents just satisfied, 24% of the respondents neither satisfied nor dissatisfied, 4% of the respondents are dissatisfied and 2%of the respondents are highly dissatisfied by the Speed of the transaction.

Customer Satisfaction on charges for services

Frequency Percent Valid Cumulative Percent Percent Valid Highly satisfied 6 6.0 6.0 6.0 satisfied 58 58.0 58.0 64.0 neutral Neither 28 28.0 28.0 92.0 satisfied nor dissatisfied dissatisfied 4 4.0 4.0 96.0 Highly dissatisfied 4 4.0 4.0 100.0 Total 100 100.0 100.0

KLESs Institute of Management Studies and Research, 67 Hubli

CustSat on charges for services

Highly dissatisfied 4.0% dissatisfied 4.0% neutal Neither satis 28.0% Highly satisfied 6.0%

satisfied 58.0%

Among 100 respondents, 6% of the respondents are highly satisfied, 58% of the respondents just satisfied, 28% of the respondents neither satisfied nor dissatisfied, 4% of the respondents are dissatisfied and 4%of the respondents are highly dissatisfied by the charges for iConnect services. Customer satisfaction on security measures taken by axis bank

Valid

Highly satisfied satisfied neutral Neither satisfied nor dissatisfied dissatisfied Highly dissatisfied Total

Frequency Percent Valid Cumulative Percent Percent 15 15.0 15.0 15.0 49 49.0 49.0 64.0 22 22.0 22.0 86.0 8 6 100 8.0 6.0 100.0 8.0 6.0 100.0 94.0 100.0

KLESs Institute of Management Studies and Research, 68 Hubli

CustSat on security measures taken by axis bank

Highly dis satisfied 6.0% dis satisfied 8.0% Highly satisfied 15.0%

neutal Neither satis 22.0%

satisfied 49.0%

Among 100 respondents, 15% of the respondents are highly satisfied, 49% of the respondents just satisfied, 22% of the respondents neither satisfied nor dissatisfied, 8% of the respondents are dissatisfied and 6% of the respondent is highly dissatisfied by the Security measures taken by Axis Bank.

Customer Satisfaction on overall iConnect services Frequency Percent Valid Highly satisfied satisfied neutral Neither satisfied nor dissatisfied dissatisfied Total 16 76 4 4 100 16.0 76.0 4.0 4.0 100.0 Valid Cumulative Percent Percent 16.0 16.0 76.0 92.0 4.0 96.0 4.0 100.0 100.0

KLESs Institute of Management Studies and Research, 69 Hubli

CustSat on overall - iconnect

dissatisfied 4.0% neutal Neither satis 4.0% Highly satisfied 16.0%

satisfied 76.0%

Among 100 respondents, 16% of the respondents are highly satisfied, 76% of the respondents just satisfied, 4% of the respondents neither satisfied nor dissatisfied, 4% of the respondents are dissatisfied and none of the respondents are highly dissatisfied by the Overall iConnect services.

KLESs Institute of Management Studies and Research, 70 Hubli

Findings

Among the respondents having more than one internet banking account. 8% of the respondents frequently use SBI & allies,8% of the respondents prefer Axis,10% of the respondents prefer ICICI, 8% of the respondents prefer HDFC, and 4% of the respondents prefer IDBI.

Among the respondents who have more than one internet banking account and who use particular bank account more frequently, 20% of the customers say its because of the reliable transaction that banks internet banking service offers.

Ease of using iConnect: Among 100 respondents, 28% of the respondents are highly satisfied, 64% of the respondents just satisfied, 6% of the respondents neither satisfied nor dissatisfied and 2% of the respondents are dissatisfied and no one is highly dissatisfied by the Ease of using iConnect. All time accessibility: Among 100 respondents, 28% of the respondents are highly satisfied, 40% of the respondents just satisfied, 30% of the respondents neither satisfied nor dissatisfied, no one is dissatisfied but 2% of the respondents are highly dissatisfied by all time accessibility of iConnect.

KLESs Institute of Management Studies and Research, 71 Hubli

 Charges for iConnect Services Among 100 respondents, 6% of the respondents are highly satisfied, 58% of the respondents just satisfied, 28% of the respondents neither satisfied nor dissatisfied, 4% of the respondents are dissatisfied and 4%of the respondents are highly dissatisfied by the charges for iConnect services. Speed of the transaction. Among 100 respondents, 14% of the respondents are highly satisfied, 56% of the respondents just satisfied, 24% of the respondents neither satisfied nor dissatisfied, 4% of the respondents are dissatisfied and 2%of the respondents are highly dissatisfied by the Speed of the transaction.

Security measures taken by axis bank Among 100 respondents, 15% of the respondents are highly

satisfied, 49% of the respondents just satisfied, 22% of the respondents neither satisfied nor dissatisfied, 8% of the respondents are dissatisfied and 6% of the respondent is highly dissatisfied by the Security measures taken by Axis Bank.

Few of the customers have faced some problem in operating iConnect, according to them axis IPIN password expires very often.

KLESs Institute of Management Studies and Research, 72 Hubli

Few of the customers have faced problem because of the slow processing of the transaction.

According to some respondents, the company does not attend to the queries quickly.

Some of the respondents were relatively less satisfied with banks pricing. Many complained about the high fees charged and expensive account maintenance costs.

Customer Satisfaction on overall iConnect services Among 100 respondents, 16% of the respondents are highly

satisfied, 76% of the respondents just satisfied, 4% of the respondents neither satisfied nor dissatisfied, 4% of the respondents are dissatisfied and none of the respondents are highly dissatisfied by the Overall iConnect services.

Suggestions

KLESs Institute of Management Studies and Research, 73 Hubli

 As few of the customers have faced problem due to the frequent expiry of password, the company should make changes and should see that the password does not expires often.

The survey revealed that few of the customers are facing problem due to the not in time delivery of IPIN. So, company should also improve on fast delivery of IPIN.

According to some respondents, the company does not maintain good contact with account holders. So the company should improve the contact with account holders. Some of the customers are not satisfied by the speed of the transaction i.e. 24% of the respondents are neither satisfied nor dissatisfied, and 4% & 2% of the respondents are dissatisfied and highly dissatisfied by the speed of the transaction. So the company should improve on the speed of the transaction.

The research also revealed that company does not attend to the customer queries quickly hence the customers are not satisfied. So the company should see to that the customers queries are answered quickly.

Among 100 respondents, 15% of the respondents are highly satisfied, 49% of the respondents just satisfied, 22% of the respondents neither satisfied nor dissatisfied, 8% of the respondents are dissatisfied and 6% of the respondent is highly dissatisfied by the Security measures taken by Axis Bank. Hence the company should take some measures to completely secure the transactions of the customers.

Conclusion
KLESs Institute of Management Studies and Research, 74 Hubli

Online banking has been around for quite a few years. In fact, it was introduced in the 1980s and has come a long way since then. The last decade has seen a profuse growth in internet banking transactions. Several pieces of legislation have also been introduced in this area. Some customers have been known to turn to internet banking due to dissatisfaction with standard procedures and practices. The total absence of human interaction appeals to some people. Some customers turn to internet banking facilities for security reasons. This is mainly because of customers being assured of banks' ability to keep transactions safe and secured. In the prevailing highly competitive environment the cutting edge will ofcourse be Customer Service, it should be the endeavors of each bank employee to not only provide good customer service but also to move towards Customer Delights by offering services of highest order, by providing some thing extra which is generally intangible and value added to a customer. The research reveals that 16% of the customers are highly satisfied and 76% of the customers are satisfied by the overall iConnect services

Questionnaire
I Archana G. Wali, Student of KLESs IMSR conducting research work to know Customers Satisfaction level of the online services of Axis Bank. Kindly co-

KLESs Institute of Management Studies and Research, 75 Hubli

operate to let me know your frank opinion for improvement in services at Axis bank, your opinion will be valuable for my project work. 1. Name 2. Age : ___________________________________ : a) Less than 20 yrs b)20 30 yrs c)30 40yrs d) 40 50 yrs 3. Education 4. Occupation : a) Up to SSLC c) Degree : a) Student c) Salaried e)Retired e) 50 above b) PUC d) Master Degree & above b)Business d) Self Employed Professional f) Others

5 Gross Monthly Income: (Rs) a) Below 10,000 b) 10,000 20,000 c) 20,000 30,0000 d) 30,000 40,000 e) 40,000 & above 6. Are you having more than one internet banking account, if so which banks? a)_________________ b)________________ c)__________________ Answer question 7 & 8 if you are having more than one internet banking account, else go to question 9 7. If you are having more than one internet banking account, which banks account, do you use more frequently _____________________ 8.Reason for using this internet banking account more frequently a) Ease of use b) Faster transaction c)Security of transactions

d)Reliable Transaction

e) Any other___________

9. Since how long you have been using internet banking ? a) Less than one month b) 1- 6 months c) More than 6 months 1 yr d) More than 1year 2 year e)More than 2 yrs

10. How often you transact using internet banking? a) Almost daily b) Few times in a week c)Once in 15 days d) Once in a Month

e)Rarely (Not Specific)

KLESs Institute of Management Studies and Research, 76 Hubli

11. What made you to go for online banking? a) Every were access b)Any Time access c) Faster transaction d) No bank personnel interaction. 12. Which of the following transactions you have done using internet banking? a) Balance enquiry & statements b)Rail ticket booking c)Mobile Recharge d) transfer funds between accounts. e) Payments e) Any other , Please Specify ___________ 13. Have you faced any problem while using internet banking?

For question 14 19 indicate your level of satisfaction by choosing 1,2,3,4,5 where 1) Highly satisfied 2) Satisfied 3) Neither satisfied nor dissatisfied 4)Dissatisfied 5) Highly Dissatisfied 1 14. Ease of using iConnect _______________ 15. All time accessibility _________________ 16. Speed of the transaction _______________ 17. Security Measures taken by Axis bank _______ 18. Charges for services offered using iConnect ____ 19.Overall Satisfaction about iConnect ___________ 20.Any Suggestions ? 2 3 4 5

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: THANK YOU:

Bibliography
KLESs Institute of Management Studies and Research, 77 Hubli

1. Websites
www.axisbank.com www.economywatch.com www.cnetnews.com www.acadjournal.com 2. Company manuals

3. Marketing Research TULL and HAWKINS

KLESs Institute of Management Studies and Research, 78 Hubli