TOPIC :- ”CUSTOMER SATISFACTION TOWARDS PRODUCT AND

SERVICES”
AT
AXIS BANK
“(Ch. Charan singh University, Meerut)”
FOR THE PARTIALFULFILLMENT OF THE DEGREE
OF
BACHELOR OF BUSINESS ADMINISTRATION

INSTITUTE OF PROFESSIONAL EXCELLENCE & MANAGEMENT

SUBMITTED TO: SUBMITTED BY:
MR.SHASHANK CHAUDHARY SHOBHA
1709101398
INTRODUCTION:-

 Consumer banking play an important role in banks’ profitability. Although the

growing economy and further improvements in the level of household income
have created many opportunity for consumer banking, there is also increasingly
strong competition amongst the financial institution due to the liberalization and
globalization of the banking industry.
 In order to remain competitive, banks have to take steps to introduce new
consumer banking products and services that will make banking more convenient
and accessible to the public.
 INTRODUCTION OF AXIS BANK:-

 Axis bank is the third largest private sector bank in India. The bank offers the entire spectrum of
financial service to customer segments covering large and mid-corporates, MSME, Agriculture and
retail businesses.
 The bank has a large footprint of 3,964 domestic branches (including extension countries) with 12,705
ATMs & cash recycle spread across the country as on 31st December 2018.The overseas operation of
the bank are spread over ten international offices with branches at Singapore, Hong Kong, Dubai,
Colombo and Shanghai; representative offices at Dhaka, Dubai, a step down subsidiary in the US-Axis
Capital USA, LLC and an overseas subsidiary in London, UK.
 Axis bank is one of the first new generation private sector bank to have began operation in 1994. the
bank was promoted in 1993 jointly by specified undertaking of unit trust of India (SUUT)
life insurance corporation of India (LIC), General insurance corporation of India (GIC) National
insurance company Ltd.
 PRODUCTS AND SERVICES PROVIDED BY
BANK :
 Axis bank business loan
 Axis bank car loan
 Axis bank credit card
 Axis bank debit card
 Axis bank education loan
 Axis bank fixed deposit
 Axis bank gold loan
 Axis bank home loan
 Axis bank personal loan
 Axis bank saving account
 OBJECTIVE:-
 To study on consumer satisfaction.
 To study on products they delivered to the customers and how are the services, while delivering
the product and maintaining the customers.
 To analysis with competitor’s bank by comparing with product and services provided to the
customers.
 To study on maintenance of products and services effective manner by this customer will be
satisfied.
 To study on how much faster services provided by bank if any mistake happened.
RESEARCH METHODOLOGY:-

 Research methodology is a way to systematically solve the research problem. It

may be understood as a science of study in how research is done scientifically.
 In it we study the various step that are generally adopted by a researcher in
studying his research problem along with the logic behind them. It is necessary for
the researcher to know not only the research method but also methodology.
researcher need to know which method are relevant and which are not and what
would they mean and indicate it and why.
 DATA COLLECTION:-
 PRIMARY DATA
 SECONDARY DATA

PRIMARY DATA:-
The primary data are those data which are collected a fresh and for and the first
time and happened to be original in character. The primary data to be collected for the study are:-
 Questionnaire
 Direct personal interview
 SECONDARY DATA:-
Secondary data means data that are already available i.e. they refers the data which
have already been collected and analyzed by someone else. When the researcher utilizes secondary
data then he has to look into various sources from where he can obtain them, in this case he is
certainly not confronted with the problems that are usually associated with the with the collection of
original data.
secondary data may either be published data or unpublished data. Usually published data
are available in:-
 Books, magazine and newspaper
 Internet
 Data provided by the company
 FINDING:-
 The main part of the project which is products and services has been used by 64% of people in
axis bank.
 Saving account is the major account in which more number of respondents tied up with.
 The inter account transfer are made in higher level through axis bank.
 The banking has been used and account have been maintained in this particular branch because
of their habit of maintaining the account traditionally with this bank.
 The online bill payment is the next main purpose for which the net banking has been used by the
respondents.
 SUGGESTION AND
RECOMMENDATION:-
 From the brief study about the project the suggestion to renew the service of net banking is to
update the methods and techniques will proper guidance.
 To give proper attention towards the customer’s project.
 It was suggested that the management should functioning of the services
 To arrange some training programs for the customers regarding the product and services and can
taught about usage.
 The organization should retain the existing performance and should increase if possible to do so.
 LIMITATION:-
 The sample size is 80 which may not reflect a true picture of the consumer’s mind.
 It is also pretty hard to pursue a customer to share his feeling as they are in a hurry so possibility
of biases of the respondents may be precluded.
 Every customer was not ready to fill the questionnaire.
 The study is based on the information gathered from customer’s of Axis bank therefore in such
case it is possible that the information supplied might be biased.
REFERENCE:-

 www.wekipedia.com
 www.axisbank.com
THANK
YOU