Sei sulla pagina 1di 50

A Project Study Report On

Training Undertaken at

A Project Study Report On Training Undertaken at "To Know Customers Perception and Satisfaction Level about

"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:

Manish Harshwal BBA IV SEM

A Project Study Report On Training Undertaken at "To Know Customers Perception and Satisfaction Level about

Submitted to:

Dr. Sonal Jain

(2015-2016)

DEEPSHIKHA COLLEGE OF TECHNICAL EDUCATION, JAIPUR

1

2
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.

5

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 Enam’s Manish Chokhani, 44, will be chief executive officer of the entity to be created by the combination, according to the release.

Axis’s first financial-services acquisition will combine capital at India’s 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. “It’s 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 India’s 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 2007’s 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 isn’t 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 Axis’s board, the companies said. The transaction would combine Axis’s investment bank with Enam’s advisory service, as well as its institutional and retail equities units and its non-banking finance company, according to the statement. It won’t include Enam’s 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 won’t 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 India’s economy is in a sweet spot: Enam was a perfect fit and was too tempting not to consider.”

Axis is likely to merge with Enam’s 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 didn’t identify.

Second-Largest Deal

The transaction may be the second-largest involving India’s 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 Stanley’s share of that venture’s 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.”

Axis’s larger rivals have made acquisitions in recent years to add clients and outlets. ICICI Bank Ltd., ranked No. 2 among the nation’s 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 India’s 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 nation’s 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 company’s 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 Privée 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 Dubai

a Financial Services

Category I

Branch in

the DIFC

in

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

12

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

hands to

join

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

new service for sale and

a

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 introduced for the first time by the Bank

module,

iConnect

Retail

loans

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

public issue; Issue over-

crore

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 India’s 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

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

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 31 st 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 :

BOARD OF DIRECTORS The members of board are : Smt. Shikha Sharma Shri N.C. Singhal Shri.

Smt. Shikha Sharma Shri N.C. Singhal Shri. J.R. Varma Dr. R.H. Patil Smt. Rama Bijapurkar Shri R.B.L. Vaish Shri M.V. Subbiah Shri Ramesh Ramanathan Shri K. N. Prithviraj

Managing Director & CEO Director Director Director Director Director Director Director Director

BOARD OF DIRECTORS The members of board are : Smt. Shikha Sharma Shri N.C. Singhal Shri.

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 Privée 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

provide finance for

to

 

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 company’s 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
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

NO.

CAPITAL

1

RESERVE &

2

SURPLUS

EMPLOYEES STOCK OPTION

OUTSTANDING(NET)

17(4.16)

DEPOSITE

3

BORROWING

4

OTHER LIABILTIES & PROVISIONS

5

TOTAL

ASSETS

Cash and Balances with Reserve Bank of India

6

7

Balances with banks and money at call and short notice

Investments

8

ADVANCE

9

FIXED ASSET

10

OTHER ASSET

11

TOTAL

Contingent liabilities

12

Bills for collection

17

AS ON

31-03-2008

(RS in Thousands)

3,577,097

AS ON

31-03-2008

(RS in Thousands)

2,816,308

83,941,262

31,068,175

21868

89783

876,193,450

587,850,227

56,240,405

51,956,030

75,689,729

58,779,259

1,095,663,811

732,559,782

73,056,584

46,610303

51,998,614

22,572,748

338,651,008

268,871,605

594,759,888

368,764,606

9,324,663

6,778,359

27,873,054

18,962,161

1,095,663,811

732,559,782

2,588,956,615

1,841,653,501

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 Partner Membership No.: 048749

N. C. Singhal Director

R. H. Patil Director

R. B. L. Vaish Director

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, Décor 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

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.

3.2 FACILITIES FOR WHICH THE CUSTOMERS OPEN AN ACCOUNT. Figure 3.2 The pie-chart shows that the

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

3.3 OVERALL LEVEL OF CUSTOMER SATISFACTION PERTAINING TO SERVICES OFFERED BY ICCI Figure 3.3 The above

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.

3.4 AWARNESS ABOUT THE NEW FACILITIES BEING PROVIDED BY BANK. Figure 3.4 The above chart shows

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.

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

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

3.6 CUSTOMERS CONNECTED WITH THE OTHER FACILITIES OF SAVING ACCOUNT SEGMENTATION Figure 3.6 When asked to

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.

53% 30% 10% 7% Private banks other than ICICI AXIS bank National bank Foreign banks
53%
30%
10%
7%
Private banks other than
ICICI
AXIS bank
National bank
Foreign banks

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 _____

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

2.

  • 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

    • c) Cheque book at par

    • e) Door step banking

b) Internet Banking

d) Mobile 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 Bank’s 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 `

    • e) DD/ Pay Order request

d) Cheque book 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

o

o

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