Methodology

The methodology used in my project included the following:

Face to Face Interaction A short interaction was done by me with an employee of the Axis Bank, PAltan Bazar branch, where I gathered information regarding the service offered by the bank to its valued customers and discussed on how to make my project more informative and accurate. Questionnaire - A Questionnaire me to get the feedback of some customers of the same branch whether how much they were services provided by the bank. was prepared by of the Axis bank so as to know satisfied by the

Referring to publications and other related sources Internet was a great support to me to find out some of the information regarding the project and also the news paper as well as it updated me by the recent happenings in the banking sector during the course of my project. Personal Observation - As my family members are also the customers of the same bank so it was easy to personally observe the quality of service provided by the bank as I also occasionally visited the bank with them.

Preface
This project aims to get an idea about the efficiency in the working of the local branch of the Axis Bank. It aims to find out the quality of services provided by the bank to its customers.

Primarily, this project is conducted to know how satisfied the customers are with the services provided by the Axis Bank and weather this bank to the other private bank is their preference or not.

PART I

HISTORY OF INDIAN BANKING

BANKS

TYPES OF BANKS

HISTORY OF INDIAN BANKING

Without a sound and effective banking system in India it cannot have a healthy economy. The banking system of India should not only be hassle free but it should be able to meet new challenges posed by the technology and any other external and internal factors. For the past three decades India's banking system has several outstanding achievements to its credit. The most striking is its extensive reach. It is no longer confined to only metropolitans or cosmopolitans in India. In fact, Indian banking system has reached even to the remote corners of the country. This is one of the main reason of India's growth process. The government's regular policy for Indian bank since 1969 has paid rich dividends with the nationalisation of 14 major private banks of India. Not long ago, an account holder had to wait for hours at the bank counters for getting a draft or for withdrawing his own money. Today, he has a choice. Gone are days when the most efficient bank transferred money from one branch to other in two days. Now it is simple as instant messaging or dial a pizza. Money have become the order of the day. The first bank in India, though conservative, was established in 1786. From 1786 till today, the journey of Indian Banking System can be segregated into three distinct phases. They are as mentioned below: Early phase from 1786 to 1969 of Indian Banks Nationalisation of Indian Banks and up to 1991 prior to Indian banking sector Reforms. New phase of Indian Banking System with the advent of Indian Financial & Banking Sector Reforms after 1991. To make this write-up more explanatory, I prefix the scenario as Phase I, Phase II and Phase III.

Phase - I

The General Bank of India was set up in the year 1786. Next came Bank of Hindustan and Bengal Bank. The East India Company established Bank of Bengal (1809), Bank of Bombay (1840) and Bank of Madras (1843) as independent units and called it Presidency Banks. These three banks were amalgamated in 1920 and Imperial Bank of India was established which started as private shareholders banks, mostly Europeans shareholders. In 1865 Allahabad Bank was established and first time exclusively by Indians, Punjab National Bank Ltd. was set up in 1894 with headquarters at Lahore. Between 1906 and 1913, Bank of India, Central Bank of India, Bank of Baroda, Canara Bank, Indian Bank, and Bank of Mysore were set up. Reserve Bank of India came in 1935. During the first phase the growth was very slow and banks also experienced periodic failures between 1913 and 1948. There were approximately 1100 banks, mostly small. To streamline the functioning and activities of commercial banks, the Government of India came up with The Banking Companies Act, 1949 which was later changed to Banking Regulation Act 1949 as per amending Act of 1965 (Act No. 23 of 1965). Reserve Bank of India was vested with extensive powers for the supervision of banking in india as the Central Banking Authority. During those days public has lesser confidence in the banks. As an aftermath deposit mobilisation was slow. Abreast of it the savings bank facility provided by the Postal department was comparatively safer. Moreover, funds were largely given to traders.

Phase - II
Government took major steps in this Indian Banking Sector Reform after independence. In 1955, it nationalised Imperial Bank of India with extensive banking facilities on a large scale specially in rural and semi-urban areas. It formed State Bank of india to act as the principal agent of RBI and to handle banking transactions of the Union and State Governments all over the country. Seven banks forming subsidiary of State Bank of India was nationalised in 1960 on 19th July, 1969, major process of nationalisation was carried out. It was the effort of the then Prime Minister of India, Mrs. Indira Gandhi. 14 major commercial banks in the country was nationalised. Second phase of nationalisation Indian Banking Sector Reform was carried out in 1980 with seven more banks. This step brought 80% of the banking segment in India under Government ownership. The following are the steps taken by the Government of India to Regulate Banking Institutions in the Country: 1949 : Enactment of Banking Regulation Act. 1955 : Nationalisation of State Bank of India. 1959 : Nationalisation of SBI subsidiaries. 1961 : Insurance cover extended to deposits. 1969 : Nationalisation of 14 major banks. 1971 : Creation of credit guarantee corporation. 1975 : Creation of regional rural banks. 1980 : Nationalisation of seven banks with deposits over 200 crore. After the nationalisation of banks, the branches of the public sector bank India rose to approximately 800% in deposits and advances took a huge jump by 11,000%.

Banking in the sunshine of Government ownership gave the public implicit faith and immense confidence about the sustainability of these institutions.

Phase - III

This phase has introduced many more products and facilities in the banking sector in its reforms measure. In 1991, under the chairmanship of M Narasimham, a committee was set up by his name which worked for the liberalisation of banking practices. The country is flooded with foreign banks and their ATM stations. Efforts are being put to give a satisfactory service to customers. Phone banking and net banking is introduced. The entire system became more convenient and swift. Time is given more importance than money. The financial system of India has shown a great deal of resilience. It is sheltered from any crisis triggered by any external macroeconomics shock as other East Asian Countries suffered. This is all due to a flexible exchange rate regime, the foreign reserves are high, the capital account is not yet fully convertible, and banks and their customers have limited foreign exchange exposure.

BANK
A bank is a financial intermediary that accepts deposits and channels those deposits into lending activities, either directly or through capital markets. A bank connects customers with capital deficits to customers with capital surpluses. Banking is generally a highly regulated industry, and government restrictions on financial activities by banks have varied over time and location. The current set of global bank capital standards are called Basel II. In some countries such as Germany, banks have historically owned major stakes in industrial corporations while in other countries such as the United States banks are prohibited from owning nonfinancial companies. In Japan, banks are usually the nexus of a cross-share holding entity known as the keiretsu. In Iceland banks had very light regulation prior to the 2008 collapse. The oldest bank still in existence is Monte dei Paschi di Siena, headquartered in Siena, Italy, and has been operating continuously since 1472.

TYPES OF BANKS
Banks can be classified into the following:
1. Commercial banks Commercial banks are institutions

dealing in money. These are governed by Indian Banking Regulation Act 1949.

2. Cooperative banks Cooperative Banks are governed by the

provisions of State Cooperative Societies Act and meant essentially for providing cheap credit to their members. It is an important source of rural credit.

3. Specialised banks Specialised Banks are foreign exchange

banks, industrial banks, development banks, export-import banks catering to specific needs of these unique activities. These banks provide financial aid to industries, heavy turnkey projects and foreign trade.

4. Central bank The central bank of any country supervises

controls and regulates the activities of all the commercial banks of that country. It also acts as a government banker. It controls and coordinates currency and credit policies of any country. The RESERVE BANK OF INDIA is the central bank of India.

TYPES OF COMMERCIAL BANKS IN INDIA

Commercial Banks in India are broadly categorized into Scheduled Commercial Banks and Unscheduled Commercial Banks. The Scheduled Commercial Banks have been listed under the Second Schedule of the Reserve Bank of India Act, 1934. The selection measure for listing a bank under the Second Schedule was provided in section 42 (60 of the Reserve Bank of India Act, 1934. Activities of Commercial Banks The modern Commercial Banks in India cater to the financial needs of different sectors. The main functions of the commercial banks comprise: Transfer of funds Acceptance of deposits Offering those deposits as loans for the establishment of industries Purchase of houses, equipments, capital investment purposes etc. The banks are allowed to act as trustees. On account of the knowledge of the financial market of India the financial companies are attracted towards them to act as trustees to take the responsibility of the security for the financial instrument like a debenture. The Indian Government presently hires the commercial banks for various purposes like tax collection and refunds, payment of pensions etc. "Scheduled banks in India" means the State Bank of India constituted under the State Bank of India Act, 1955 (23 of 1955), a subsidiary bank as defined in the State Bank of India (Subsidiary Banks) Act,

1959 (38 of 1959), a corresponding new bank constituted under section 3 of the Banking Companies (Acquisition and Transfer of Undertakings) Act, 1970 (5 of 1970), or under section 3 of the Banking Companies (Acquisition and Transfer of Undertakings) Act, 1980 (40 of 1980), or any other bank being a bank included in the Second Schedule to the Reserve Bank of India Act, 1934 (2 of 1934), but does not include a co-operative bank". "Non-scheduled bank in India" means a banking company as defined in clause (c) of section 5 of the Banking Regulation Act, 1949 (10 of 1949), which is not a scheduled bank".
The following are the Scheduled Banks in India (Public

Sector): 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 State Bank of India State Bank of Bikaner and Jaipur State Bank of Hyderabad State Bank of Indore State Bank of Mysore State Bank of Saurashtra State Bank of Travancore Andhra Bank Allahabad Bank Bank of Baroda Bank of India Bank of Maharashtra Canara Bank Central Bank of India Corporation Bank Dena Bank Indian Overseas Bank Indian Bank Oriental Bank of Commerce Punjab National Bank Punjab and Sind Bank Syndicate Bank

23 24 25 26

Union Bank of India United Bank of India UCO Bank Vijaya Bank The following are the Scheduled Banks in India (Private Sector): 1 2 3 4 5 6 7 8 9 10 ING Vysya Bank Ltd Axis Bank Ltd Indusind Bank Ltd ICICI Bank Ltd South Indian Bank HDFC Bank Ltd Centurion Bank Ltd Bank of Punjab Ltd IDBI Bank Ltd Jammu & Kashmir Bank Ltd.

The following are the Scheduled Foreign Banks in India:

1 2 3 4 5 6 7 8 9 10 11 12

American Express Bank Ltd. ANZ Gridlays Bank Plc. Bank of America NT & SA Bank of Tokyo Ltd. Banquc Nationale de Paris Barclays Bank Plc Citi Bank N.C. Deutsche Bank A.G. Hongkong and Shanghai Banking Corporation Standard Chartered Bank. The Chase Manhattan Bank Ltd. Dresdner Bank AG.

PART II
ABOUT AXIS BANK SERVICES PROVIDED BY THE BANK TYPES OF ACCOUNTS AXISDIRECT - AN ONLINE TRADING PLATFORM

ABOUT AXIS BANK

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 as on 31st December, 2010 is capitalized to the extent of Rs. 409.90 crores with the public holding (other than promoters and GDRs) at 53.62%. 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 1281 branches (including 169 Service Branches/CPCs as on 31st December, 2010). The Bank has a network of over 5303 ATMs (as on 31st December, 2010) 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. Vision 2015 and Core Values To be the preferred financial solutions provider excelling in customer delivery through insight, empowered employees and smart use of technology Core Values:

Customer Centricity Ethics Transparency Teamwork Ownership

SERVICES PROVIDED BY THE BANK

Savings Accounts o Domestic Account o Priority Account o Non Resident Current Accounts o Current Deposit Account o Cash Credit Account Lockers Drafts Pay orders TT EFT Outstation cheque collection NEFT money transfer RTGS money transfer ECS Loans o Loan against property o Loan against shares o Loan against security o Education Loan o Personal Loan and Car Loan (The above two mentioned Loan service is withdrawn for the time being. The Bank plans to re-introduce the

above two mentioned Loan in the next financial year.) Credit Cards Debit cards Foreign Exchange AxisDirect, an online trading platform

Types of Accounts in the Axis Bank

Current Accounts :
Normal Current Account : gives its customers the optimum value for their money. At Monthly Average Balance (MAB) of Rs. 10,000*, this account takes them into an all-new world of banking. Business Advantage Account : As business growth gains momentum, banking requirements begin to diversify increasingly. To cater to diversified banking needs, Business Advantage Account which comes with a host of privileges while requiring you to maintain Rs. 25,000 as Monthly Average Balance. Business Select Account : This unique current account is the first of its kind which has both flexibility and fungibility of free limits as its core feature. The Monthly Average Balance requirement shall be Rs 50,000. Business Classic Account : Business Classic Account from Axis Bank helps you co-ordinate your finances perfectly with total control on your funds. So enjoy the power. All at a Monthly Average Balance of Rs 1 Lac.

Business Privilege Account : Enjoy the host of privileges with Business Privilege Account by maintain Rs 5 Lacs monthly average balance, opt for the great facilities on offer with this account.

Features of Current Accounts

Home Branch Cash Deposit Facility Inter Branch Cash Deposit Facility Deposit cash at a remote branch for instant credit into your account. Non-Cash Services Anywhere Banking, DD & PO transactions Intercity Cash Withdrawal Facility Cash withdrawal at a remote branch. Fund Transfer Completely free Funds Transfer & local cheque collection and payments across Axis Bank locations all over the country. Other ancillary services Mobile Alerts

 ATM cum International Business Debit Card Phone Banking Corporate iConnect Daily free account statements through e-mail

SAVINGS ACCOUNTS Easy Access Savings Account

The account is an endeavor by the Bank to understand the consumers' needs and redefine banking to suit their requirements for a truly comfortable banking experience. Easy Access Savings Account gives its customers instant access to their money anywhere, anytime. Possessing a range of unmatched features, it has been devised to better suit the convenience of their eclectic client base. Its customers can avail of all these services with a minimum quarterly average balance of Rs. 5,000 in metro or urban centers, Rs. 2,500 in semi urban centers and Rs. 1,000 in rural centers. At-par cheque ATM Network Anywhere Banking Telebanking IConnect SMS Banking Quarterly account statement Quarterly interest @ 3.5 % per annum

 Free monthly e-statement.

Prime Savings Account

Axis Bank has always strived to pace their products with the growing needs of the customers. The Prime Savings account has therefore been created with the customers specific financial requirements in mind. Wider accessibility As a Prime Savings account holder, one enjoy access to a wide network of over 1000 branches and one of the largest ATM networks (4055 ATMs as on 31st March 2009) in India giving you easy access to your account from almost any corner of the country.

Greater convenience - To simplify daily banking, Prime Savings account comes with an international photo-signature Debit Card. This unique card comes with withdrawal limit of Rs. 40,000 per day, facilitating transfer of funds, deposits of cash/cheques and payment of insurance premium (LIC). The Debit Card also comes with a comprehensive insurance cover inclusive of zero lost card liability, purchase protection and personal accident insurance up to Rs. 2 Lacs. [To keep your personal accident insurance cover activated, you should have made a purchase transaction in 365 days prior to the day of the incident & should have maintained an average quarterly balance of Rs 5,000 (urban & metropolitan branches) or Rs 2,500 (rural & semi-urban branches) as the case may be in the two quarters before the date of the incident.] More comfort - Through our 24 hr Internet Banking and Tele Banking services, you can enjoy the ease of banking from home or office. Through these comprehensive services, you can access a range of facilities including online funds transfer, requests for a new cheque book, Financial Advisory Services (FAS), online shopping and information on mutual funds. Enhanced privileges - The Prime Savings Account eases your banking experience by providing you a passbook and monthly statement of account to keep you updated on all your transactions and assist you better in managing your finances.

Added Speed - Through the 'At Par' cheque facility, you have the unique advantage to EnCash your cheques as a local cheque at more than 330 centres where the bank has a presence at no extra cost. In addition the account enables you to issue cheques without any limit, which will be treated as 'At Par' across these locations. You can avail of all these services with a minimum average balance of Rs 25,000 in metro/urban/semi-urban centers and Rs 10,000 in rural centers.

Pension Savings Account

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

Timely communication to the customer on receipt of the PPO No delays in commencement of pension disbursals The Bank is handling the disbursement of Pension under a Centralised Pension Disbursement Module wherein the Pensioner records are credited centrally through its Centralised Pension Payment Hub (CCPH) at Mumbai. Timely issue of Form- 16A for tax deducted at source in the immediately previous financial year

Timely revisions based on changes in rates of Pension or Dearness Allowance, done centrally from the CCPH

Note The Bank is authorised by RBI and Central Pension Accounting Office (CPAO) for disbursement of Central Civil Pension through its 218 authorised branches across the country. The Bank is authorized by EPFO for disbursement of pension under the Employees Pension Scheme, 1995 in all the branches.

Priority Account - Resident

We present to you Axis Bank - Priority. A service that would ensure not only the highest level of Priority but also preferential treatment to selected customers like you.

Personalised Services
Relationship Team You will enjoy access to Relationship Team who will be your point of contact at branch for all your banking transactions thus ensuring that you would neither have to move from one counter to the other nor stand in queues to await your turn. Preferred recognition across branches Complimentary three Zero Balance Priority accounts in family relationship Personalized cheque book with unlimited at-par facilities* Access to exclusive Premium Space , Premium Branches & Lounges * Invitation to events Annual Gifts

Priority Platinum Debit Card

Complimentary Exclusive Platinum Debit Card Enhanced ATM Withdrawal limit of Rs. 1 Lac Higher Transaction limit (POS) limit of Rs.1.5 Lacs Enhanced Personal Accident Insurance Cover of Rs. 5 Lacs Exclusive benefits on Dining, Health, Personal Care ,Apparels, Jewellery ,Services & Travel Enhanced Lost Card liability Protection Accelerated Reward Points Zero Fuel Surcharge Complimentary access to Airport Lounges at select Domestic & International Airports in India

Convenience
Complimentary Anywhere Banking Priority Processing of all requests Free Mobile Banking Free Internet Banking Monthly Mutual Fund Navigator and Market Reports Monthly e-statements Consolidated physical quarterly statements In house Quarterly lifestyle Magazine Priority Pages

Preferential Pricing
Complimentary Demat Account Preferential lending solutions

 Discounts On Travel Cards Preferential rates on Forex services Gold Bars at preferential rates

Services on Priority
Virtual Relationship Manger Preferred recognition across all Axis Bank branches Separate queue at CPU for account opening Priority at Call centre

Flexible Eligibility Criteria

Eligibility Criteria (Individual) Minimum Average Quarterly Balance in Savings Client with Term deposit Relationship Client with Weighted deposits (Savings Account,Current Account,Term Deposit) (AND/OR) Rs. 5 lakhs & above Rs. 2 lakhs Rs. 10 lakhs & above

Investment in Mutal Fund & Life Insurance (with minimum Rs.50,000 in Savings)

Eligibility Criteria (Family) Family of 4 with Total Weighted Deposits (Savings Account,Current Account,Term Deposit) Rs.10 lakhs Investment in Mutal Fund & Life Insurance (with & above minimum Rs. 1 lakh in Savings)

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

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

Automatic Rollover - As a Fixed Deposit holder, you can avail of the facility for automatic rollovers on maturity (for both the principal and interest). You can select this option in the Account Opening Document (AOD). The options available are: Only the principal amount will be rolled over. The interest will be either credited to your designated account or paid out.

Rollover Principal and Interest accrued in Reinvestment Deposit : These will rollover both the deposit and the interest accrued for the same tenure at the interest rate applicable on the maturity date. On or before the maturity date, you can make the following changes in the rollover instructions of the deposit.

Change in tenure Change in maturity instructions Change in payment instructions Change in principal (only reduced amount) Change rollover of Principal to rollover of Principal + Interest, or vice versa. Withdrawals - All encasements or withdrawals of Fixed Deposits can only be made at the branch where the deposit was booked. Method of calculation of interest - For deposits with tenure of 6 months & above, interest is calculated on a

quarterly basis. Interest earned during the previous quarter is added to the Principal for calculation of interest. Interest on this amount is calculated every quarter. For deposits with tenure of below 6 months, interest is calculated at Simple Interest. Please note that the period of Fixed Deposit is considered in number of days. In the event the depositor chooses to receive the periodic interest payments on a quarterly basis, interested is calculated and paid on quarterly rests. On premature withdrawal of the deposit, interest shall be paid only for the period for which the deposit is maintained with the Bank and at the rate applicable for such period. Tax at source is deducted as per the Income Tax regulations prevalent from time to time.

AxisDirect, an online trading platform

Axis Bank the third largest private sector lender bank launched Axis Direct, an online trading platform, marking its foray into retail broking business. Axis Direct, a product of Axis Securities and Sales, which is a 100 per cent subsidiary of the bank, and offers multiple options to the customers for trading in cash, derivatives, IPO segments on both the NSE and BSE,. The Axis Bank have partnered with TCS to develop this platform." to bring together the collective knowledge of TCS and Axis Bank in the capital markets space as well as latest technologies to give a very unique experience to customers. "Axis Direct aims to simplify a customer's trading experience. The platform is designed to appeal to both

experienced traders and beginners/new traders alike by offering them investment strategies in an integrated environment."

Axis Direct - Online Trading Simplified

Axis Direct brings an easy-to-use trading portal, www.axisdirect.in . Its intelligent and intuitive features keep all necessary information handy so that the customers don't have to painstakingly browse multiple windows. Its sharp research and analysis tools help customers take wellinformed and timely decisions. The Axis Direct provides solutions to suit different investment needs and approaches. So whether the customer is a beginner, an avid investor or trader they get customised solutions, which match their specific needs.

Beginners
If a customer is new to the online trading or don't understand all the stock market jargon, then Axis Direct is 'the destination' for him. Its unique & intuitive features and simplified content helps the customers to understand the basics of the stock market, the research products and helps them confidently trade online, even with as little as Rs. 1,000.

Investors
As an independent investor, its customers have access to all the research and trading facilities to execute trades at the click of a button. Customers could be anywhere, anytime and still manage to place their trades through the internet or by using 'Trade on Phone facility'.

Traders

Trading is an art that is mastered with experience and a lot of discipline. As a trader, one cannot afford to miss out on real time opportunities that present themselves in the market hours. Customers can simplify as well as customise their trading experience using any of two unique Online Trading Platforms viz ? EXE and Applet based, depending on their trading needs.

Key Features:
Single platform for multiple exchanges BSE & NSE (Cash & F&O) Market Watch available on Single Screen Multiple Charts with Tick by Tick Intraday and charting powered with various Studies User can save his own defined screen as well as graph template User-defined alert settings for Stock Price trigger Shortcut key for swift access to order placements & reports

The Axis Direct Advantage

Trade from Anywhere With Axis Direct, research, analyse, and trade anywhere through the website all from a single integrated window. Alternatively one can detach the unique order entry panel TradePassport and use it to trade securely from any website that customers are researching from. They save both time and effort by being only a single-Click away from trade. Independent Research The customers are benefitted with investment ideas & tips and access to in-house as well as best-in-class third party

research from leading names in the industry including Recognia, The Screener, Reuters and more. Trade on Phone Customers can take advantage of market opportunities when on the move or cannot access internet by just calling the bank and then the bank will execute the trade basis on their instructions. Powerful Tools Customers can research stocks based on either pre-defined or customised parameters, both at the same time. They can even set intelligent alerts, enabling them to take timely action on their portfolio even when they are not online. Subsidiary of Axis Bank Axis Direct is a brand from Axis Securities And Sales Limited, a 100% subsidiary of Axis Bank Ltd., India's Best Bank - the choice of more than 10 million customers. Axis Direct has its foundations in the same philosophy and is completely committed to providing you the same high levels of service and trust.

AxisDirect Products
It is a full service broking house and distributor of primary issues, offering end-to-end trading solutions to their customers. With them, one can trade in the Cash and Derivative segments through NSE and BSE. The bank offers its customers a product for every investment need of theirs
Cash - transact for delivery Inter Settlement - You can sell shares out of your previous buy

transactions, pending delivery

 EnCash - Get funds the same day by selling stocks to meet

your emergency cash requirements

Intraday - Buy and Sell equities on the same day with low

margin
Cover - Place Buy and Sell orders simultaneously with a stop

loss and get better leverage and limit your probable losses
Emargin - Buy on margin and square off the same day or

within the next couple of days

Futures - Buy and Sell Futures Derivative contracts expiring in

different months by paying a margin

Futures Intraday - Same day square off of Futures Derivative

contracts with low margins

Options - Buy Options Derivative contracts by just paying a

premium or sell Options Derivative contracts by paying a margin

Collateral management - Deposit shares with us towards

collaterals and get additional margin trading limits

Subscribe for IPOs or FPOs - Easier way to apply in the

primary market issues

PART III

 QUESTIONNARIE CONCLUSION PERSONAL OBSERVATION BIBLIOGRAPHY

Conclusion
Conclusion of the questionnaire :
Age of the Respondent 01. A: Below 25 B: 25-35 C: 35-45 D: Above 45 Working Status of the Respondent A: Businessman B: Professional C: Employee 8 2 1 3 3 3

02.

03.

D: Others (please specify) Since when you have been the customer of this Bank? A: Below 3years 5 B: 3-5 Years 5 C: 5-10 Years D: Above 10 years Is the staff helpful and prompt? A: Yes B: No What type of account do you have in the Bank? A: Current Account B: Savings Account C: Demat Account D: CC Account Are the required transactions quick enough? A: Yes B: No Does the bank have provisions for e-banking? A: Yes B: No Does the bank provide core banking services? 10 08 06 10 09 01

04.

05.

06.

07.

08.

09.

A: Yes 10 B: No Are the service charges (Draft commission, Pay order commission etc.) charged by them reasonable? A: Yes 10 B: No Do you prefer this bank over government banks? 08 02

10.

A: Yes B: No

11.

How would you rate the services provided by the bank? A: Satisfactory 02 B: Good 04 C: Excellent 04

In the above table the result of the questionnaire was summarized which was asked to ten random customers of the Axis Bank, Paltan Bazar Branch, Guwahati.

The conclusion that can be drawn is that almost all the customers of Axis Bank are well satisfied with the services provided by the Paltan Bazar branch as we can see from the above table that cent percent customers agree to the points that the transactions are quick enough and the staff of the Branch is helpful and prompt and responds politely to even their smallest query and treat them as they are their most important personal guest which lets them feel that they have a personal touch with every staff of the Bank. Moreover we can see that the bank is liked because of all the services included in the commercial banking sector is provided to its customers under one roof and customer do not have to visit the bank frequently for their banking transactions as the bank provides services such as tele-banking, e-banking and mobile alerts regarding their Account balances and cheque clearance etc. Also the customers are also happy with the rates which the Bank charges them for providing supreme quality of service

Personal observation
According to me when I personally visited the bank I was very impressed by seeing the working environment of the Bank. Everything there was well organized and every instruction was very clear regarding the different segments of the Bank. I was amazed to see the working staff that was so much committed to their work and

moreover the way they handled each and every customer as their own private guest and tried their level best to satisfy the needs and demands of the customers. When I went there to collect the information regarding my project, the entire staff was very helpful in providing the best information they could. From the information collected from the Bank authority, Banks Internet site and by interviewing the bank employees and customers, I thought it is important to mention here that the Bank provides a bunch of services and facilities with their highly qualified Bank executives and other staffs who are really committed towards their duties and services to their customers that one can sit back home and do his day to day Bank transactions easily without visiting the branch. When we see the accolades earned by the bank during the years 2008-09 and 2009-10 when it was praised for The Best Bank, Fastest Growing Large Bank, Indias Most Consistent Bank, Best New Private Sector Bank, The Best of Asia Pacifics Biggest Company and Customers Appreciation Award by some of the highly

reputed and leading organizations such as Business Today, Business World, ET Intelligence Group, Forbes, Talisma and NDTV Profit, it is clear that the bank truly fulfill its promises and succeeds in maintaining its high level of standards towards its customers and work and stands up to its values, principles and commitments towards its various stake holders. The Bank was also ranked One by the Hindustan TimesMaRS Survey for Overall Experience with Bank Staff, Overall Branch Facilities and Experience with Bank Statements.

BIBLIOGRAPHY

STAFF AND EXECUTIVES OF AXIS BANK, PALTAN BAZAR BRANCH, GUWAHATI www.axisbank.com

http://finance.indiamart.com/investment_in_in dia/scheduled_commercial_banks.html www.asixdirect.com www.managementparadise.com www.googlesearch.com