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Coustmer Sat-Axis-Bank Ok
Coustmer Sat-Axis-Bank Ok
Let us begin this preface with a confession of a few of our own biases. First, we
Believe that theory, and the models that flow from it, should provide us with the tools to
Understand and solve problems. The test of a model or theory then should not be
Based upon its elegance but upon its usefulness in customer satisfaction. Second, there is
little
Objectives and methodology, in our view, that is new and revolutionary. The core
Principles of methodology are common sense ones, and have changed little over
Time. Thirdly we discussed about the conceptual discussion through the theoretical backdrop
and the literature review.
Many banks have been running businesses for hundreds of years, and it would be exceedingly
Presumptuous of us to believe that they were in the dark until the customers told them about
Their satisfaction needs, and told them what to do. Fourthly we have represented the data
Analysis graphically with the reference of customer satisfaction survey method. And at last
We get some findings, problems, recommendations and their conclusions.
ACKNOWLEDGEMENT
We present this project report on Customer Satisfaction of Axis Bank with a sense of great
pleasure and satisfaction. We, undersigned, with pleasure take this opportunity to thank all
those related directly or indirectly in preparation of this project report.
We all started working on this project under the invaluable guidance of Honourable Miss.
Vandana Sehgal for which we are very much thankful for her valued time given for the
purpose. Without her co-operation our project work would have been difficult to complete.
We express our sincere thanks to Mr. Jagtap (Branch Manager) in Axis Bank Ltd., Wardha
and staff in that organization. We are also thankful to Mr. [Director of our college] and Miss.
Vandana [Project In charge] to allow us to carry out this project.
Date:
Place:
INDEX
SR. NO.
CHAPTER 1
CHAPTER 2
TOPIC
Introduction
1.1 overview of industry as a whole
1.2 profile of the organization
1.3 problems of the organization
1.4 competition information
1.5 s.w.o.t analysis of the organization
OBJECTIVE AND METHODOLOGY
2.1 significance
2.2 managerial usefulness of the study
2.3 objectives
2.4 scope of the study
2.5 methodology
CHAPTER 3
CONCEPTUAL DISCUSSION
3.1 customer services in banking operations
3.2 customer satisfaction in relate to axis
bank
3.3 offerings
3.4 products of the axis bank
CHAPTER 4
DATA ANALYSIS
4.1 graphs representations
CHAPTER 5
ANNEXURES
BIBLIOGRAPHY
PAGE NO.
CHAPTER 1 - INTRODUCTION
WHAT IS BANKING
Basic Definition: A system of trading money which: , provides a safe place to save
excess cash, known as deposits , supplies liquidity to the economy by loaning this
money out to help businesses grow and to allow consumers to purchase consumer
products, homes, cars etc.
Central Bank: The Reserve Bank of India is the central Bank that is fully owned
by the Government
Private Sector Banks: Foreign Banks, Scheduled and Non- Scheduled Banks
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 interconnected 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 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.
2002: UTI Bank Ltd has informed BSE that Shri B R Barwale has resigned as a
Director of the Bank w.e.f. January 02, 2002. A C Shah, formerchairman of Bank of
Baroda, also retired from the banks board in the third quarter of last year. His place
continues to be vacant. M Damodaran took over as the director of the board after
taking in the reins of UTI. B S Pandit has also joined the banks board subsequent to
the retirement of K G Vassal. UTI Bank Ltd has informed that Shri Paul Fletcher has
been appointed as an Additional Director Nominee of CDC Financial Service
(Mauritius) Ltd of the Bank.And Shri Donald Peck has been appointed as an Additional
Director (nominee of South Asia Regional Fund) of the Bank. UTI Bank Ltd has
informed that on laying down the office of Chairman of LIC on being appointed as
junction (MJ)- the online trading and procurement joint venture of Tata Steel and Steel
Authority of India (SAIL)- has roped in UTI Bank to start off own equipment for Tata
Steel. -DIEBOLD Systems Private Ltd, a wholly owned subsidiary of Diebold
Incorporated, has secured a major contract for the supply of ATMs an services to UTI
Bank -HSBC completes acquisition of 14.6% stake in UTI Bank for .6 m -UTI Bank
installs ATM in Thiruvananthapuram -Launches Remittance Card' in association with
Remit2India, a Web site offering money transfer services
2005: - UTI Bank enters into a banc assurance partnership with Bajaj Allianz General
for selling general insurance products through its branch network. -UTI Bank launches
its first Satellite Retail Assets Centre (SRAC) in Karnataka at Mangalore.
2006: -UBL sets up branch in Jaipur -UTI Bank unveils priority banking lounge
MILESTONE
Mar-08
Axis Bank launches Platinum Credit Card, India's first EMV chip based card
Dec-07
Axis Bank gets AAA National Long-Term Rating from Fitch Ratings
Sept-07
Axis Bank ties up with Banque Prive Edmond de Rothschild Europe for
Wealth Management
July-07
July-07
July-07
UTI Bank ties up with Tata Motors Ltd. for Car Loans
June-07
May-07
April-07
UTI Bank opens a Financial Services Category I Branch in the DIFC in Dubai
Mar-07
UTI Bank ties up with Hyundai Motor India Ltd. for Car Loans
Mar-07
UTI Bank ties up with IIFCL to provide finance for infrastructural projects in
the country
Mar-07
UTI Bank launches Car Loans in association with Maruti Udyog Ltd
Mar-07
Feb-07
Finance Minister Shri P. Chidambaram Launches Shriram - UTI Bank Co Branded Credit Card Exclusively For Small Road Transport Operators
(SRTOS)
Feb-07
Feb-07
Feb-07
Jan-07
Nov-06
Sep-06
UTI Bank launches operations of UBL Sales, its Sales Subsidiary Inaugurates its first office in Bangalore
Aug-06
Aug-06
UTI Bank becomes the first Indian Bank to successfully issue Foreign
Currency Hybrid Capital in the International Market
Aug-06
UTI Bank Business Gold Debit Card MasterCard Launched - Designed for
business related spending by SMEs and self employed professionals
Aug-06
Aug-06
July-06
May-06
UTI Bank and LIC join hands to launch an Annuity Card for group pensioners
of LIC
May-06
UTI Bank ties up with Geojit Financial Services to offer Online Trading
service to its customers
Apr-06
Jan-06
UTI Bank and UTI Mutual Fund to launch a new service for sale and
redemption of mutual fund schemes through the Bank's ATMs across the
country
Dec-05
UTI Bank wins International Financing Review (IFR) Asia 'India Bond
House' award for the year 2005
Oct-05
UTI Bank extends banking services to the rural milk producers in Anand and
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
Feb-05
UTI Bank appointed by Government of Karnataka as the sole banker for the
Bangalore One (B1) project
Feb-05
Jan-05
Mar-04
UTI Bank enables premium payment of LIC policies through its ATMs.
Feb-04
Feb-04
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
Aug-03
Aug-03
May-03
Bank declares a net profit of Rs 192.18 crores for FY03, a growth of 43%
over the previous year
Mar-03
Mar-03
Mar-03
The Bank issues 3,83,62,834 fully paid up equity shares totaling to Rs. 164.00
crores, through a
Mar-03
Mar-03
Mar-03
Mar-03
Increases the authorized share capital of the Bank from Rs. 230 crores to Rs.
300 crores.
Feb-03
Feb-03
Bank wins mandate to set up 14 ATMs at the Western Railway stations along
the Mumbai division.
Oct-02
Aug-02
Bank signs MoU with BSNL regarding bill collection services across the
country through both online and offline channels.
Apr-02
Mar-02
Jan-02
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
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%
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
July-00
July-00
Apr-00
UTI Bank calls off its proposed merger with Global Trust Bank and surges
ahead on its own.
Apr-00
Bank launches its Internet banking module, iConnect Retail loans introduced
for the first time by the Bank
Mar-00
Feb-00
Jan-00
Dr.P.J Nayak takes over as Chairman and Managing Director from Shri
Supriya Gupta.
Sep-99
Mar-99
Sep-98
UTI Bank goes public with a Rs. 71 crore public issue; Issue over-subscribed
1.2 times, over 1 lakh retail investors. UTI holding reduces to 60.85%
Jun-96
Mar-95
Apr-94
Dec-93
Location/working time
Unresponsive
Reluctant response
Cut-throat competition
Business obligations
COMPETETIORS
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
YES BANK
Canara Bank
Andhra Bank
IDBI bank
Bank of India
Punjab National Bank
ING VYSYA BANK
JK Bank
KARUR Vysya
ICICI Bank:ICICI was founded by the World Bank, Government of India and representatives of the
private sector in 1955 to encourage and assist industrial development and investment in
India. ICICI Bank is Indias second-largest bank with total assets of about Rs.112, 024 Crore
and a network of about 450 branches and offices and about 1750 ATMs. It offers a wide range
of banking products and financial services to corporate and retail customers through a variety
of delivery channels and through its specialized subsidiaries and affiliates in the areas of
investment banking, life and non-life insurance, venture capital, asset management and
information technology. ICICI Bank posted a net profit of Rs.1637 Crore for the year ended
March 31, 2004. ICICI Banks equity shares are listed in India on stock exchanges at
Chennai, Delhi, Kolkata and Vadodara, the Stock Exchange, Mumbai and the National Stock
Exchange of India Limited and its American Depositary Receipts (ADRs) are listed on the
New York Stock Exchange (NYSE).
HDFC BANK:-
Hdfc slik is one of the leading private company. It is the first private sectors life insurance
company to be granted a certificate of registration on 23rd oct. from IRDA.
Kotak Mahindra group is one of the Indians leading financial org. offerings a wide range of
financial services that encoposs every sphare of life from commercial banking to stock
broking, to mutual funds to life insurance ,investment banking the group caters to the diverse
financial needs of individuals and corporate.
Yes bank:Yes bank was in corporated in November 2003. It started its financial operations in started its
financial operations in September 2004 & it was promoted by mr. Rana kapoor.
ANDHRA BANK:-
Andhra bank was registered on 20th nov 1923 . it was entered into ATM sharings
arrangements with state bank of india , HDFC bank ,AXIS bank. It has 664 branches all over
india.
IDBI BANK
The birth of IDBI bank took place after RBI issued guidelines for entery of new private
sector bank in jan 93 it was in corporate at Gwalior under companies act on 15th sep. 1994
BANK OF INDIA
Bank of india was founded on 7th September 1906.It was natonalised with 13 other banks.It
has 3021 branches in india spread all over the states.
J&K BANK
J&K bank is the only bank in the country with the majority ownership vested with a state
government of J&K.It is a sole banker to the government of J&K.
Competition
Last Price
Market
(Rs. cr.)
Cap.Net
Income
ICICI Bank
837.95
93,418.46
25,706.93
HDFC Bank
1,855.10
84,915.95
16,172.91
Axis Bank
1,181.70
48,088.22
11,638.02
26,305.57
3,255.62
Yes Bank
278.95
9,475.02
2,369.71
IndusInd Bank
187.00
7,675.50
2,706.99
Federal Bank
333.45
5,700.14
3,673.23
3,680.57
2,232.90
JK Bank
751.00
3,640.68
3,056.88
Karur Vysya
499.35
2,718.24
1,757.94
STRENGTH
SUPPORT OF VARIOUS PROMOTERS
Interest
WEAKNESS
NOT HAVING GOOD IMAGE
MARKET CAPITALIZATION IS VERY LOW
NOT BEEN FULLY ABLE TO POSITION ITSELF CORRECTELY
OPPORTUNITIES
GROWING INDIAN BANKING SECTORS
PEOPLE ARE BECOMING MORE SERVICE SECTOR
IN THE GLOBAL MARKET
THREATS
FOREIGN BANK
GOVT. BANKS
The project report helps to know the views of customers with Axis bank.
The bank would get to know its underlying areas and the ways to improve. The bank comes to know
about their weaknesses and strengths, also in which departments they need to improve their
services towards customers through the survey method conducted in different regions as their
feedback.
The survey conducted also advertised the services provided by the Axis Bank. It also enhances the
satisfaction level of their customers that the bank is conscious of their opinion.
The project helps the bank to know about strategies of the rival banks and helps to compete with
them and also helps to know about its public image.
2.2
The SWOT analysis done helps to know the strengths, weaknesses, opportunities and threats of the
organization which would help in managerial work.
The authentic data collected from the survey help the managers to judge their public image. The
judgments could be easily made by the managers from the secondary data collected which
clearly shows the progress and regress of the bank with the help of graphs, diagrams and
tables etc.
This project can be useful to bank to improve the satisfaction level of customers and
motivating them by fulfilling some of their suggestion. In return the bank can get improved
result.
2.3 OBJECTIVE
The first objective of this project is to know the satisfaction level of the customers with Axis
bank.
The other objective is to provide Axis bank the suggestion and opinions given by its
customers to improve the facilities for customers.
The next objective is to analyze from which policies the customers are getting more
satisfaction and which policy is not very significant from a customers point of view.
The last objective is to know that what are the changes that a customer would like to do in the
existing policies.
This project also suggests the ways to improve the status of the bank, to know the problems faced by
the organization, competition faced by the organization and to know its market position.
2.4 SCOPE
The main aim of the study is the customer satisfaction with reference of bank.
Each and every project study along with its certain objectives also has scope for future. And
this scope in future gives to new researches a new need to research a new project with a new
scope. Scope of the study not only consist one or two future business plan but sometime it
also gives idea about a new business which becomes much more profitable for the researches
then the older one.
Scope of the study could give the projected scenario for a new successful strategy with a proper
implementation plan.
The other scope the project gives to the bank are-
2.5 METHODOLOGY
There are various methods from where the data can be collected. Data can be collected from:
-
Primary source: Data for which the researcher designs the survey instrument
(questionnaire), administers the survey, collects the data, and enters the data into a
database are considered primary data.
Secondary source: Data that are used by someone other than the person who
collected them are referred to as secondary data.
SAMPLING TECHNIQUES:
Population - total group of respondents that the researcher wants to study. Populations are
too costly and time consuming to study in entirely.
Sample - selecting and surveying respondents (research participants) from the population.
Probability sample: a probability sample is one that gives every member of the population a
known chance of being selected
-Simple random sample: anyone
- Stratified sample: different group (ages)
- Cluster sample: different areas (cities)
In this project, sample size, sample unit, type of sampling and type of scaling technique taken
are as follows:-
Sample Size-100
Type of Sampling- Random Sampling
Data Sources are:-
Description of questionnaire is as follows:The questionnaire in this project contains 24 questions. All the 24 questions are closed ended
questions, which are divided into 6 parts-accounts, deposits, loan, investment, policies and
others.
These closed ended questions helps to maintain the interest of the customers in filling the
questionnaire.
Closed ended questions are meant to know the satisfaction level of customers and to let the
customers suggest the changes they like in the existing insurance policies. Also to express
what are the new policies they like to introduce in the bank.
CUSTOMERS SATISFACTION
Customer satisfaction, a business term, is a measure of how products and services supplied
by a company meet or surpass customer expectation. It is seen as a key performance indicator
within business and is part of the four of a Balanced Scorecard.
In a competitive marketplace where businesses compete for customers, customer satisfaction
is seen as a key differentiator and increasingly has become a key element of business strategy.
There is a substantial body of empirical literature that establishes the benefits of customer
satisfaction for firms.
Measuring customer satisfaction provides an indication of how successful the organization is
at providing products and/or services to the marketplace.
Customer satisfaction is an abstract concept and the actual manifestation of the state of
satisfaction will vary from person to person and product/service to product/service. The state
of satisfaction depends on a number of both psychological and physical variables which
correlate with satisfaction behaviors such as return and recommend rate. The level of
satisfaction can also vary depending on other factors the customer, such as other products
against which the customer can compare the organization's products.
Axis Bank has its registered office at Ahmadabad, while its central office is located at
Mumbai. Currently it has an extensive network of over 905 branches across the nation. It
also has a network of more than 3894 ATMs.
Statement of Accounts / Pass Books: The Committee has noted that banks invariably show
the entries in depositors passbooks / statement of accounts as "By Clearing" or "By Cheque".
Further, in the case of Electronic Clearing System (ECS) and RBI Electronic Funds Transfer
(RBIEFTR) banks invariably do not provide any details even though brief particulars of the
remittance are provided to the receiving bank. In some cases computerized entries use
sophisticated codes which just cannot be deciphered. With a view to avoiding inconvenience
to depositors, banks are advised to avoid such inscrutable entries in passbooks statements of
account and ensure that brief, intelligible particulars are invariably entered in passbooks /
statements of account. Banks may also ensure that they adhere to the monthly periodicity
prescribed
by
us
while
sending
statement
of
accounts.
OFFERINGS
Axis Bank offers a range of financial products and services to its clients throughout the
country. It also has special strength in retail and corporate banking. Axis Bank offers
following services:
Personal Banking
Corporate Banking
NRI
Priority Banking
PERSONAL BANKING
The
Personal
Accounts
Banking
of
Axis
Deposits
Bank
includes
following
services:
o Fixed Deposits
o Recurring Deposits
o Encash 24
o Tax Saver Fixed Deposit
Loans
o Home Loan
o Car Loan
o Personal Loan
o Loan Against Shares
o Loan Against Property
o Loan Against Security
o Study Loan
o Consumer Loan
Cards
o Credit Cards
o Debit Cards
o Prepaid Cards
Investments
o Mohur Gold
o Online Trading
o Mutual Funds
o Demat Account
o A Smile Solution
o Kal Bhi, Aaj Bhi
Insurance
o Life Insurance
5 For Life
o Health Insurance
Family Health
Silver Health
o Motor Insurance
o Jewellery Insurance
o Personal Accident
Safe Guard
o Home
Safe Home
o Travel Companion
o Critical Illness
o Business advantage
Payments
o Bill Pay
o Electronic Clearing Service
o Tax Payments
Tax e-Payments
Pension Disbursement
Other Services
o Mobile Refill
o Locker
o Online Shopping
o IPOSmart
o E-Statement
CORPORATE BANKING
Accounts
o Normal Current Account
o Business Advantage Account
o Business Select Account
o Business Classic Account
o Business Privilege Account
o Channel One Account
o Current Account for Govt. Organizations
o Current Account for Banks
o Current Account for Builders & Real Estate
o Capital Market Current Account
o Krishi Current Account
o Business Global Current Account
o Club 50 Current Account
Credit
o Large Corporates
Term Loans
Trade Services
Structured Finance
Overseas Transactions
o Agri Business
Kisan Power
Powertrac
Commodity Power
Contract Farming
Arthia Power
o SME Standard
o SME Fast Track
o Microfinance
Capital Market
o Debt Solutions
o Equity Solutions
o Private Equity, Mergers & Acquisitions
o Advisory Services
o Trusteeship Services
o Depository Services
o eDepository Services
o Capital Market Funding
o Custodial Services
o e-Broking
Treasury
o Forex
o International Business
o Money Market
o Constituent SGL Facilities
o Retailing of Government Securities
Govt. Business
o Authorisation
o Direct Tax Payment
o Indirect Tax Payment
NRI
Accounts
o NRE Savings Account
o NRO Savings Account
o NRI Prime Account
o NRI Priority
o PIS Account
o NRE Salary Account
o RFC Account
Deposits
o NRE Rupee Deposit
o NRO Rupee Deposit
o FCNR Deposit
o RFC Term Deposit
Remittances
o AxisRemit
o SWIFT
o Partner Banks
o Exchange House Tie-ups
o NRI Connect
Services
o PAN Assistance
o Locker
o NRI Local Post Box
PRIORITY BANKING
Accounts
o Resident
o NRI
Deposits
o Fixed Deposits
o Recurring Deposits
o Encash 24
Loans
o Home Loan
o Personal Loan
Cards
o Priority Debit Card
o Credit Cards
eShop Card
Investments
o Resident Indians
Mohur Gold
Online Trading
Mutual Funds
Depository Services
eDepository Services
o NRI
PIS Account
PAN Assistance
Payments
o Bill Pay
o Electronic Clearing Service
o Tax Payments
Pension Disbursement
Remittances
o SWIFT
o Partner Banks
Other Services
o Mobile Refill
o Locker
o Online Shopping
24 X 7 BANKING
Internet Banking
Mobile Banking
o Savings Account
o NRI Account
o Current Account
Phone Banking
Power Transfer
ATM
40%
40%
40%
35%
%
30%
B
A
S
I
S
25%
Series 1
20%
15%
10%
10%
5%
0%
EXEC
GOOD
AVERAGE
NEED IMP.
40%
40%
35%
%
B
A
S
I
S
30%
Series 1
25%
20%
15%
10%
10%
10%
5%
0%
EXEC
GOOD
AVERAGE
NEED IMP.
As a Prime Savings account holder, you 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.
10% customers are feeling excellent.
40% are feeling good.
40% are not sure or stand average.
SALARY ACCOUNT
60%
50%
%
B
A
S
I
S
40%
Series 1
30%
50%
20%
10%
0%
25%
20%
5%
EXEC
GOOD
AVERAGE
NEED IMP.
40%
35%
30%
30%
25%
Series 1
20%
15%
15%
10%
5%
0%
5%
EXEC
GOOD
AVERAGE
NEED IMP.
In today's busy world it's tough being a working woman. Right from shuttling
between a job and family to taking care of her finances she has to be on her toes
all the time. Keeping this in mind, Axis Bank has designed a savings account
best suited for the woman of today. With the Smart Privilege Account, you can
manage your money and your life and as well as enjoy a host of lifestyle
privileges. Furthermore Axis Bank's Smart Privilege Account ensures that you
have enough time for all the important things in life.
5% feels excellent,
40% feels good,
30% feels average and 15% are not satisfied.
50%
40%
%
B
A
S
I
S
Series 1
30%
30%
20%
10%
0%
10%
EXEC
10%
GOOD
AVERAGE
NEED IMP.
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 requires special consideration.
10% are very much satisfied,
30% are feeling good,
50% are quite ok and 10% say that it needs improvement.
FIXED DEPOSIT
40%
35%
30%
25%
%
BASIS
20%
15%
10%
5%
0%
EXEC
GOOD
AVERAGE
NEED IMP.
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.
20%are feeling excellent,
40% are at sticking to good,
30% feel ok ok and 10% say that it needs improvement.
BASIS
25%
20%
15%
10%
5%
0%
EXEC
GOOD
AVERAGE
NEED IMP.
In the Finance Bill of 2006, the government had announced Tax benefits to
Bank Term Deposits which are of over 5 year tenure. The salient points of the
scheme notification are; (a) Fixed tenure without premature withdrawal. (b)
Year is defined as a financial year. (c) Amount limited to Rs. 100 minimum and
Rs. 100,000 maximum. (d) Bank will issue a Fixed Deposit Receipt that shall be
the basis of claiming tax benefit. (e) Term deposit under this scheme cannot be
pledged to secure a loan.
5% are feeling excellent,
40% are satisfied,
45% are average and 10% say that it needs improvement.
CASH DEPOSIT
40%
35%
30%
25%
%
BA SIS
20%
15%
10%
5%
0%
EXEC
GOOD
AVERAGE
NEED IMP.
You can deposit cash at your nearest AXIS Bank branch. Just put your cash in a
cash deposit envelope provided by bank. Put our account information and
submit it to the cash deposit counter.
20% feels great,
30% are satisfied,
40% are feeling average and 10% are still not satisfied.
ON LINE TRADING
40%
40%
35%
30%
30%
25%
25%
20%
%
BASIS
15%
10%
5%
5%
0%
EXEC
GOOD
AVERAGE
NEED IMP.
Axis Bank in alliance with Geojit Financial Services now offers you an Online
Trading Account. Trade from the comfort of your home or office either through
the Internet or the Phone. This service provides you with an integrated Savings
Bank Account, Demat Account and an Online Trading Account to give you a
convenient and paper free trading experience.
5% are feeling excellent,
40% are feeling good,
30% are just satisfied and 25% says that it needs improvement.
FIXED INCOME
40%
35%
30%
25%
%
BASIS
20%
15%
10%
5%
0%
EXEC
GOOD
AVERAGE
NEED IMP.
8.5% Relief Bonds, 1999: Issued by Reserve Bank of India (RBI) are available
for sale at Axis Bank counters.
20% are feeling excellent,
30% are feeling good,
40% have not tried and 10% say it needs improvement.
MUTUAL FUND
40%
35%
30%
25%
%
BASIS
20%
15%
10%
5%
0%
EXEC
GOOD
AVERAGE
NEED IMP.
A Mutual Fund is a trust that pools the savings of a number of investors who
share a common financial goal. The money thus collected is then invested in
capital market instruments such as shares, debentures and other securities. The
income earned through these investments and the capital appreciation realized is
shared by its unit holders in proportion to the number of units owned by them.
20% say that its excellent,
30% are feeling good,
40% are standing at average and 10% are not happy.
E- DEPOSITING SERVICES
40%
35%
30%
25%
%
BASIS
20%
15%
10%
5%
0%
EXEC
GOOD
AVERAGE
NEED IMP.
HOME LOAN
10%
20%
40%
30%
EXEC
GOOD
AVERAGE
NEED IMP.
Axis Bank's Power Home puts an end to your Real Estate troubles. Augment
your reach and buy the house that you've set your heart on.
20% feels excellent,
30% feels good,
40% are feeling average and 10% says it needs improvement.
PERSONAL LOAN
10%
EXEC
GOOD
20%
AVERAGE
NEED IMP.
40%
30%
Presenting Axis Bank's personal Loans. Go on your dream holiday, buy the
latest lifestyle gizmo, gift your wife a lovely diamond ring, renovate your house
or just squash a temporary cash crunch. Let us give you a helping hand. Our
personal loans will meet all your personal requirements.
20% says excellent,
30% says well,
40% feels average and 10% says it needs improvement.
CAR LOAN
20%
10%
EXEC
GOOD
AVERAGE
NEED IMP.
40%
30%
Axis Bank's Power Drive will help realize your dream. With some of the world's
finest cars now available in India don't let the price tags discourage you. Power
Drive will bridge that distance by financing a major part of the cost of your new
car. So, you don't have to put the brakes on your ambition.
20% feels excellent,
30% says well,
40% feels average and 10% say that it needs improvement.
STUDY LOAN
20%
10%
EXEC
GOOD
AVERAGE
NEED IMP.
40%
30%
TAXATION POLICY
45%
40%
35%
%
30%
B
A
S
I
S
25%
Series 1
20%
40%
15%
10%
30%
20%
5%
10%
0%
EXEC
GOOD
AVERAGE
People are not much aware of tax collection policies by axis bank.
20% feels excellent,
30% feels well,
40% dont know and 10% term it bad.
NEED IMP.
40%
Series 1
30%
50%
20%
30%
10%
10%
10%
0%
EXEC
GOOD
AVERAGE
NEED IMP.
30%
B
A
S
I
S
25%
Series 1
20%
40%
15%
10%
30%
20%
5%
10%
0%
EXEC
GOOD
AVERAGE
NEED IMP.
BENEFITS OFFERED
45%
40%
35%
%
30%
B
A
S
I
S
25%
Series 1
20%
40%
40%
15%
10%
5%
0%
15%
5%
EXEC
GOOD
AVERAGE
NEED IMP.
40%
Series 1
30%
50%
20%
30%
10%
15%
10%
0%
EXEC
GOOD
AVERAGE
NEED IMP.
There are not much people who feel that the branches and ATMs are
easily accessible in comparison to other banks.
10% are with excellent,
30% says well,
50% dont feel anything and 15% are dissatisfied.
35%
30%
Series 1
25%
45%
20%
15%
10%
5%
30%
15%
10%
0%
EXEC
GOOD
AVERAGE
NEED IMP.
35%
30%
Series 1
25%
20%
40%
45%
15%
10%
5%
10%
5%
0%
EXEC
GOOD
AVERAGE
NEED IMP.
The overall impression of the bank is average. This means that the
customers do not like the Axis bank fully and could shift to other banks too.
10%calls it excellent,
40% feels good,
45% calls it average and 5% says that it needs improvement.
CHAPTER 5
Conclusion
With the emerge trend of globalization and privatization the look of Indian economy has taken
new dimensions. There are more possibilities of inward and outward souring at capital, labor
and technology. Indian export and job opportunity has tremendously increased. This new look
of economy has raised the demand for better banking facilities for corporate and there staff
member.
There is great opportunity to established long-term relationship with bulk of people. AXIS
bank is one of these finical institutes, which has given new vision to these offers.
To undergo this study our main objective was to study the level of satisfaction of the
customers with Axis bank. It was found that the most of customer appreciate the service
provided by the bank and more keen to know about other offering of the bank.
At last we concluded the study on the basis of finding and analysis of the survey.
Most of the existing customers of account holder were satisfied with the facilities provided by
the bank.
Beside it account holders are also interested to know more about the other products like
demat, credit card, home lone etc. But the lack of qualified marketing executive sales
persons, the proper presentation is not going.
To the potential customer, so the other banks, who having qualified marketing executives,
grab the opportunity of market so some more effort should be done to grab the opportunity.
This survey states that the organization has provide a wide range of product service and
investment plans. Banking that is flexible, innovative and prompt in meeting the customer
requirement. Over all it was observed that the customer were satisfied being as a member of
AXIS bank family. They think this one provides better services, product and facilities at
one place in comparison of other competitor banks.
due to that transactions are done fast. Charges at Axis Bank are on lower side when we
compare it with other Banks.
FINDINGS: --The project is based on the topic Axis bank and level of satisfaction with its
customers.
In contrast with the topic, to check the satisfaction level of its customers; a
questionnaire about the different services provided by the Axis bank was prepared. The
account holders of Axis bank were requested to fill the questionnaire by 10 members of the
group who randomly selected them from different areas across Delhi.
This survey conducted in different regions is truly authentic and justified. The
suggestions of the customers are very valuable for the success of an organisation. Especially
for a bank, its customers play a significant role in its progress. There is a lot of scope in the
banking sector as each and every individual must have his/her account at some or the other
bank. So a bank has to value its customers suggestions, if it wants to progress.
This shows the importance of the survey conducted from the customers of Axis bank
for the Axis bank.
OVERALL ANALYSIS
Accounts
The overall impression of the accounts department of the Axis bank is average. Most
of the people lie under the average category. They are not fully satisfied with the accounts of
the Axis bank. Some people believed that its not easy task to access ones account. The
services under the accounts department need improvement.
Deposits
The impression of the deposits department of the Axis bank is not good.
People feel that the procedure is very lengthy and the proper care is not taken of
the customers who had come to deposit the money with the axis bank.
More departments are required to take care of the customers who had
come to deposit their money.
Investment
The impression of the people for the investment department of the Axis bank is very
good.
The feel the online trading is quite easily accessible and very reliable.
E-depositing services are also quite reliable but are not experienced by many
customers.
Loan
The impression of the customers for the loan department of the Axis bank is average.
They are not satisfied with the acquaintance of loan at easy terms to them.
They feel that the home loans should be given on flexible terms and for long period.
Policies
The impression of the customers for the policies department of the Axis bank is
average.
More of them are satisfied with the cheque collection policy.
Others
Customers feel that the other department needs the improvement.
Benefits offered are not satisfactory; quality of alternate channels is average.
But the ATMs and the BRANCHES are easily available.
The overall impression of the bank is average. This means that the customers do not
like the Axis bank fully and could shift to other banks too.
Recommendations
Response given by some customers should be taken care of and steps should
be taken on the same.
More branch in state should be opened so that more people can have the
service
There is need to recruit the more qualified persons on the post of field officer
who are made more liable and responsible commitment and clearly defined the
product offer. On this post competitor banks recruit the management trainee and pay a
good scale and incentive, so for the qualitative services AXIS bank also follow the
same
As early as possible bank should start overdraft and CC limits to expend the
market.
Any organization that wants to prosper should invite the suggestions of its customers
and to some extent, introduce the changes which are necessary from the customers
point of view.
In short;
1. Number of Branches should be increased covering a wider
area in various states.
2. A wide publicity to be given about the organization and its products through various means
of communications to keep growth moments.
3. More number of training and educational programmes
Should be included in Banks schedule.
4. Developing a learning culture through continuous
Learning process.
ANNEXURE
Balance sheet
Mar ' 10
Mar ' 09
Mar ' 08
Mar ' 07
Mar ' 06
405.17
359.01
357.71
281.63
278.69
0.17
1.21
2.19
13.44
15,639.27
9,854.58
8,410.79
3,120.58
2,593.50
Secured loans
Unsecured loans
1,41,300.22
1,17,374.11
87,626.22
58,785.60
40,113.53
Total
1,57,344.8
4
1,27,588.9
0
96,396.9
1
62,187.8
1
42,999.1
6
Gross block
2,107.98
1,741.86
1,384.70
1,098.93
898.68
942.79
726.45
590.33
450.55
345.33
Net block
1,165.18
1,015.40
794.37
648.38
553.34
Sources of funds
Owner's fund
Loan funds
Uses of funds
Fixed assets
Mar ' 10
Mar ' 09
Mar ' 08
Mar ' 07
Mar ' 06
Capital work-in-progress
57.24
57.48
128.48
24.82
14.37
Investments
55,974.82
46,330.35
33,705.10
26,897.16
21,527.35
3,901.06
3,745.15
2,784.51
1,892.07
1,679.98
6,133.46
9,947.67
7,556.90
5,873.80
4,051.03
-2,232.40
-6,202.52
-4,772.38
-3,981.73
-2,371.05
Total
54,964.83
41,200.72
29,855.5
7
23,588.6
2
19,724.0
2
Contingent liabilities
3,31,881.90
1,34,334.43
94,598.40
67,744.86
45,043.14
4051.74
3590.05
3577.10
2816.31
2786.91
Notes:
Number
(Lacs)
of
equity
shares
outstanding
Questionnaire
I am a student of JAGANATH INSTITUTE OF MANAGEMENT
SCIENCES. I am undergoing for summer training project titled
AXIS BANK AND ITS SATISFACTION TO CUSTOMERS. The
questionnaire is an attempt to judge the satisfaction level
provided by Axis Bank. The information provided by you will be
used for this project only. Please spare few moments to fill this
questionnaire.
NAME .........
ADDRESS
.
PH.NO.
Bibliography
Books
Dr. Pandey I.M.
Financial Management,
Vikas Publication Delhi
Khan M.Y. Jain P.K.
Financial Management,
Tata Mc Graw Hill
Websites
http://en.wikipedia.org/wiki/Customer_satisfaction
www.axisbank.com
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