MBA Final year Project - Customer satisfaction

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A STUDY ON CUSTOMER SATISFACTION TOWARDS THE PRODUCTS
AND SERVICES OF AXIS BANK CHENNAI
Submitted in the partial fulfilment of the requirements
For the award of the degree in
MASTER OF BUSINESS ADMINISTRATION
By
VIJENDRA KUMAR
Reg. No.: 2941603
Under the guidance of
MRS. KRISHNA PRIYA
DEPARTMENT OF MANAGEMENT STUDIES
SATHYABAMAUNIVERSITY
(Established under Section 3 of UGC Act 1956)
JEPPIAAR NAGAR, OMR ROAD
CHENNAI-600119
MARCH-2011

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SATHYABAMA UNIVERSITY
(Established under Section 3 of UGC Act, 1956)
JEPPIAAR NAGAR, RAJIV GANDHI SALAI, 600 119
www.sathyabamauniversity.ac.in
BONAFIDE CERTIFICATE
This is to certify that this Project Report is the bonafide work of Mr. VIJENDRA KUMAR
Reg.No 2941603 who carried out the project entitled “CUSTOMER SATISFACTION
TOWARDS THE PRODUCTS AND SERVICES OF AXIS BANK” under our supervision
from DECEMBER 2010 to FEBRUARY 2011.
Internal Guide External Guide
MRS. KRISHNA PRIYA
Head of the Department
DR.VAISHALI.C.MAHAJAN
Submitted for Viva Voce Examination held on_________________
Internal Examiner External Examiner

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DECLARATION
I “VIJENDRA KUMAR” hereby declare that the project report entitled
“CUSTOMER SATISFACTION TOWARDS THE PRODUCTS AND SERVICES
OF AXIS BANK” is done by me under the guidance of MRS.KRISHNA PRIYA at is
submitted in partial fulfillment of requirements for the award of the degree in
MASTER OF BUSINESS ADMINISTRATION.
DATE;
PLACE: SIGNATURE OF THE CANDIDATE

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ACKNOWLEDGEMENT
First and foremost, I express my sincere gratitude to our beloved
Chancellor Thiru. Dr. JEPPIAAR, MA, B.L PhD, and also heartfelt thanks to our Directors
Thiru Marie Johnson, B.E, MBA and Mrs. Mariazeena Johnson, B.E, MBA for providing
the necessary facilities for the completion of my project.
I am indebted to the head of department, Dr.
Vaishali.C.Mahajan,M.B.A,PhD for have been a constant source of support and
encouragement for the completion of the project.
I also express my sincere thanks to my internal guide. MRS.KRISHNA PRIYA MBA., MFC.,
M.phil., (PhD) her constant guidance and supervision during the period of my project work.
MY words of acknowledgement will never convey my sense of appreciation
to all the DM and ADM of the store for their support and cooperative in various ways and
providing ideas.

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CONTENTS
CHAPTER NO. TITLE PAGE NO.
List of tables
List of charts
1. INTRODUCTION
1.1 Objectives of the study
1.2 Need for the study
1.3 Limitations of the study
2. PROFILE OF THE COMPANY
Industry profile
Company profile
3. REVIEW OF LITERATURE
4. RESEARCH METHODOLOGY
5. DATA ANALYSIS AND INTERPRETATION
6. FINDINGS,SUGGESTIONS & CONCLUSION
6.1Findings of the study
6.2 Suggestion for the study
6.3 conclusion for the study
6.4 Bibliography

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LIST OF TABLE
S.NO PARTICULARS PAGE NO
1 Gender of the respondents 54
2 Age of the respondents 56
3 Educational qualification of the respondents 58
4 Occupation of the respondents 60
5 Monthly income of the respondents 62
6 No. of respondents having bank accounts 64
7 Reason for choosing axis bank 66
8 Time associated with the bank 68
9 Respondents relationship with the bank 70
10 Respondents using products and services of axis bank 72
11 Satisfaction of the using respondents 74
12 Comparison of axis bank with other banks 76
13 Respondents satisfied with employee’s attention 78
14 Respondents satisfied with working schedule of bank 80
15 Respondents opinion towards the services 82

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LIST OF FIGURE
S.NO PARTICULARS PAGE NO
1 Gender of the respondents 55
2 Age of the respondents 57
3 Educational qualification of the respondents 59
4 Occupation of the respondents 61
5 Monthly income of the respondents 63
6 No. of respondents having bank accounts 65
7 Reason for choosing axis bank 67
8 Time associated with the bank 69
9 Respondents relationship with the bank 71
10 Respondents using products and services of axis bank 73
11 Satisfaction of the using respondents 75
12 Comparison of axis bank with other banks 77
13 Respondents satisfied with employee’s attention 79
14 Respondents satisfied with working schedule of bank 81
15 Respondents opinion towards the services 83

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INTRODUCTION
Consumer banking plays an important role in banks’ profitability. Although the growing
economy and further improvements in the level of household income have created many
opportunities for consumer banking, there is also increasingly strong competition amongst
the financial institutions 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.

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1.1OBJECTIVES OF THE STUDY
The main objectives of this study are:
To study on customer 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.

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1.2NEED FOR THE STUDY
This study is needed to find out the customer satisfaction towards the products and
services of Axis Bank and its importance to customer as well as to bank.
The study of this topic will help to get the knowledge of product and services of Axis bank
and also measure the satisfaction level of customer from that products and services.
As the study contains the 360 degree information regarding Axis bank and also a
comparative analysis from the other private bank, Hence the study will lead to new way to
tackle the problems and SWOT of Axis bank in respect of product and services.

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CHAPTER-II
INDUSTRY PROFILE

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HISTORY OF BANKING INDUSTRY
Banking in India originated in the first decade of 18th century with The
General Bank of India coming into existence in 1786. This was followed by Bank
of Hindustan. Both these banks are now defunct. The oldest bank in existence in
India is the State Bank of India being established as “The Bank of Bengal" in
Calcutta in June 1806. A couple of decades later, foreign banks like Credit
Lyonnais started their Calcutta operations in the 1850s. At that point of time,
Calcutta was the most active trading port, mainly due to the trade of the British
Empire, and due to which banking activity took roots there and prospered.
The first fully Indian owned bank was the Allahabad Bank, which was established
in 1865. By the 1900s, the market expanded with the establishment of banks such
as Punjab National Bank, in 1895 in Lahore and Bank of India, in1906, in Mumbai
- both of which were founded under private ownership.
The Reserve Bank of India formally took on the responsibility of regulating the
Indian banking sector from 1935.After India's independence in 1947; the Reserve
Bank was nationalized and given broader powers.
EARLY HISTORY
At the end of late-18th century, there were hardly any banks in India in the
modern sense of the term. At the time of the American Civil War, a void was
created as the supply of cotton to Lancashire stopped from the Americas. Some
banks were opened at that time which functioned as entities to finance industry,
including speculative trades in cotton. With large exposure to speculative
ventures, most of the banks opened in India during that period could not survive
and failed. The depositors lost money and lost interest in keeping deposits with
banks. Subsequently, banking in India remained the exclusive domain of
Europeans for next several decades until the beginning of the 20th century.

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The Bank of Bengal, which later became the State Bank of India. At the
beginning of the 20th century, Indian economy was passing through a relative
period of stability. Around five decades have elapsed since the India's First war
of Independence, and the social, industrial and other infrastructure have
developed. At that time there were very small banks operated by Indians, and
most of them were owned and operated by particular communities. The banking in
India was controlled and dominated by the presidency banks, namely, the Bank of
Bombay, the Bank of Bengal, and the Bank of Madras - which later on merged to
form the Imperial Bank of India, and Imperial Bank of India, upon India’s
independence, was renamed the State Bank of India.
There were also some exchange banks, as also a number of Indian joint
stock banks. All these banks operated in different segments of the economy. The
presidency banks were like the central banks and discharged most of the
functions of central banks. They were established under charters from the British
East India Company. The exchange banks, mostly owned by the Europeans,
concentrated on financing of foreign trade. Indian joint stock banks were
generally undercapitalized and lacked the experience and maturity to compete
with the presidency banks, and the exchange banks. There was potential for
many new banks as the economy was growing. Lord Curzon had observed then in
the context of Indian banking:
"In respect of banking it seems we are behind the times. We are like some old
fashioned sailing ship, divided by solid wooden bulkheads into separate and
cumbersome compartments."
Under these circumstances, many Indians came forward to set up banks, and
many banks were set up at that time, a number of which have survived to the
present such as Bank of India and Corporation Bank, Indian Bank, Bank of
Baroda, and Canara Bank.

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POST-INDEPENDENCE
The partition of India in 1947 had adversely impacted the economies of Punjab
and West Bengal, and banking activities had remained paralyzed for months.
India's independence marked the end of a regime of the Laissez-faire for the
Indian banking. The Government of India initiated measures to play an active role
in the economic life of the nation, and the Industrial Policy Resolution adopted by
the government in 1948 envisaged a mixed economy. This resulted into greater
involvement of the state in different segments of the economy including banking
and finance.
The major steps to regulate banking included: In 1948, the Reserve Bank
of India, India's central banking authority, was nationalized, and it became an
institution owned by the Government of India. In 1949, the Banking Regulation
Act was enacted which empowered the Reserve Bank of India (RBI) "to regulate,
control, and inspect the banks in India." The Banking Regulation Act also
provided that no new bank or branch of an existing bank may be opened without a
licensed from the RBI, and no two banks could have common directors. However,
despite these provisions, control and regulations, banks in India except the State
Bank of India, continued to be owned and operated by private persons. This
changed with the nationalization of major banks in India on 19th July, 1969.
NATIONALIZATION
By the 1960s, the Indian banking industry has become an important tool to
facilitate the development of the Indian economy. At the same time, it has
emerged as a large employer, and a debate has ensued about the possibility to
nationalize the banking industry. Indira Gandhi, the-then Prime Minister of India
expressed the intention of the GOI in the annual conference of the All In dia
Congress Meeting in a paper entitled "Stray thoughts on Bank Nationalization."
The paper was received with positive enthusiasm. Thereafter, her move was swift

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and sudden, and the GOI issued an ordinance and nationalized the 14 largest
commercial banks with effect from the midnight of July 19, 1969.
Jayaprakash Narayan, a national leader of India, described the step as a
"masterstroke of political sagacity." Within two weeks of the issue of the
ordinance, the Parliament passed the Banking Companies (Acquition and
Transfer of Undertaking) Bill and it received the presidential approval on 9th
August 1969. A second dose of nationalization of 6more commercial banks
followed in 1980. The stated reason for the nationalization was to give the
government more control of credit delivery. With the second dose of
nationalization, the GO controlled around 91% of the banking business of India.
After this, until the 1990s, the nationalized banks grew at a pace of around 4%,
closer to the average growth rate of the Indian economy.
LIBERALIZATION
In the early 1990s the then Narasimha Rao government embarked on a policy of
liberalization and gave licenses to a small number of private banks, which came
to be known as New Generation tech-savvy banks, which included banks such as
UTI Bank (now re-named as Axis Bank) (the first of such new generation banks to
be set up), ICICI Bank and HDFC Bank. This move, along with the rapid growth in
the economy of India, kick started the banking sector in India, which has seen
rapid growth with strong contribution from all the three sectors of banks, namel y,
government banks, private banks and foreign banks.
The next stage for the Indian banking has been setup with the proposed
relaxation in the norms for Foreign Direct Investment, where all Foreign Investors
in banks may be given voting rights, which could exceed the present cap of 10%,
at present it has gone up to 49% with some restrictions. The new policy shook the
Banking sector in India completely. Bankers, till this time, were used to the 4 -6-4
method (Borrow at 4%, Lend at 6%, Go home at 4) of functioning.

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The new wave ushered in a modern outlook and tech-savvy methods of
working for traditional banks. All this led to the retail boom in India. People not
just demanded more from their banks but also received more.
CURRENT SITUATION
Currently (2007-08), banking in India is generally fairly mature in terms of supply,
product range and reach-even though reach in rural India still remains a
challenge for the private sector and foreign banks. In terms of quality of assets
and capital adequacy, Indian banks are considered to have clean, strong and
transparent balance sheets relative to other banks in comparable economies in its
region. The Reserve Bank of India is an autonomous body, with minimal pressure
from the government. The stated policy of the Bank on the Indian Rupee is to
manage volatility but without any fixed exchange rate-and this has mostly been
true. With the growth in the Indian economy expected to be strong for quite some
time-especially in its services sector-the demand for banking services, especially
retail banking, mortgages and investment services are expected to be strong.
One may also expect M& as, takeovers, and asset sales. In March 2006,the
Reserve Bank of India allowed Warburg Pincus to increase its stake in Kotak
Mahindra Bank (a private sector bank) to 10%.
This is the first time an investor has been allowed to hold more than 5% in
a private sector bank since the RBI announced norms in 2005 that any stake
exceeding 5% in the private sector banks would need to be vetted by them.
Currently, India has88 scheduled commercial banks (SCBs) - 28 public sector
banks (that is with the Government of India holding a stake), 29 private banks
(these do not have government stake; they may be publicly listed and traded on
stock exchanges) and 31 foreign banks. They have a combined network of over
53,000 branches and 17,000 ATMs

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EMERGENCE OF PRIVATE BANKS
 Private banking in India was practiced since the beginning of banking system in India.
 The first private bank in India to receive an in principal approval from the reverse bank
of India was housing development finance corporation limited
 It was incorporate in august 199 as HDFC bank limited with registered office in
Mumbai and commenced operation as scheduled commercial bank in January 1995
LIST OF PRIVATE BANKS IN INDIA
 Bank of Punjab
 Bank of Rajasthan
 Catholic Syrian Bank
 Centurion Bank
 City union Bank
 Dhanalakshmi Bank
 Development credit Bank
 Federal Bank
 HDFC Bank
 ICICI Bank
 IDBI Bank
 Induslnd Bank
 ING Vysya Bank
 Jammu & Kashmir Bank
 Karnataka Bank
 Karur vysya Bank
 Laxmi vilas Bank
 South Indian Bank
 United western Bank
 UTI Bank

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CHAPTER-III
COMPANY PROFILE

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AXIS BANK –COMPANY PROFILE SNAPSHOT
AXIS BANK
Type Public(BSE:532215)
Industry Banking Financial services
Founded 1994
Headquarters Mumbai, India
Key people Adarsh Kishore (Chairman)
Shikha Sharma (MD&CEO)
Products Investment Banking
Commercial Banking
Retail Banking
Private Banking
Asset Management
Mortgages
Credit Cards
Revenue ▲ 13,745.04 crore (US$3.12 billion)(2009)

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Net income ▲ 1,812.93 crore (US$411.54 million)(2009)
Employees 13,389 (2010)
Website Axisbank.com
INTRODUCTION TO AXIS BANK
AXIS bank completed the 5th year of its operation at the end of March 99.The bank witnessed
good growth in its business and profit and also came out with a public issue of its quality for
the 1st time during the year, which evoked excellent retail response. The bank made
significant progress during the year in line with its committed business target’s, despite
difficult market condition the bank spread over different states, there by enlarging its client
based substantially.
The bank continue to introduce new products, upgrade the technology support system
to improve operational efficiencies and strengthen its human resource based on the whole,
2002-2003 has been a productive years for the bank in terms of both growth and
consolidation of business as well as strengthening of its infrastructure.
The bank ended the year 2002-2003 conducting business in 80 cities and towns, with
192branches and extension counters and 822 ATMs. The AXIS bank will spread out across
the country with operation in 23 states and 1 union territory.
ABOUT US
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. AXIS, the largest
mutual fund in India, Life Insurance Corporation of India (LIC) and General Insurance
Corporation Ltd. and its four subsidiaries viz. Promoted the Bank jointly National Insurance

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Company Ltd., The New India Assurance Company, The Oriental Insurance Corporation and
United Insurance Company Ltd. The Bank today is capitalized to the extent of Rs. 230.88
Crore with the public holding (other than promoters) at 45.63%.
The Bank's Registered Office is at Ahmadabad and its Central Office is located at
Mumbai. Presently the Bank has a very wide network of more than 200 branch offices and
Extension Counters. The Bank has a network of over 2010 ATMs providing 24hrs 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
HISTORY OF AXIS INDUSTRY
Axis Bank, previously called UTI 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),
General Insurance Corporation Ltd., National Insurance Company Ltd., The New India
Assurance Company, The Oriental Insurance Corporation and United Insurance Company
Ltd. UTI-I holds a special position in the Indian capital markets and has promoted many
leading financial institutions in the country. As on the year ended March 31, 2006 the Bank
had a net worth of Rs. 2872.19 crores with the public holding (other than promoters) at
56.65%. Net Profit for the year was up 44.98% to Rs485.08 cores.
Axis Bank stands apart from its private sector competitors — ICICI Bank and HDFC
Bank — in one crucial respect. While the other two banks have envisaged retail banking as a
key area of strategic emphasis — with the share of the retail business (both on the funding
and asset sides)growing strongly year after year— the share of retail business, particularly
retail assets, has actually come down quite sharply in the case of Axis Bank. The numbers
here are quite interesting. For ICICI Bank, retail loans now (as of June 2007) account for as
much as 70 per cent of the bank’s total loan book of Rs 2,00,000 crore. For HDFC Bank,

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retail assets are around57 per cent (Rs 28,000 crore) of the total loans as of March 2007. In
the case of Axis Bank, retail loans have declined from 30 per cent of the total loan book of Rs
25,800 crore in June 2006 to around 23 per cent of loan book of Rs.41,280 crore (as of June
2007). Even over a longer period, while the overall asset growth for Axis Bank has been quite
high and has matched that of the other banks, retail exposures grew at a slower pace. If the
sharp decline in the retail asset book in the past year in the case of Axis Bank is part of a
deliberate business strategy, this could have significant implications (not necessarily
negative) for the overall future profitability of the business. Despite the relatively slower
growth of the retail book over a period of time and the outright decline seen in the past year,
the bank’s fundamentals are quite resilient. With the high-level of mid-corporate and
wholesale corporate lending the bank has been doing, one would have expected the net
interest margins to have been under greater pressure.
The bank, though, appears to have insulated such pressures. Interest margins, while
they have declined from the 3.15 per cent seen in 2003-04, are still hovering close to the 3
per cent mark. (The comparable margins for ICICI Bank and HDFC Bank are around 2.60 per
cent and 4 per cent respectively. The margins for ICICI Bank are lower despite its much
larger share of the higher margin retail business, since funding costs also are higher). Such
strong emphasis and focus on lending also does not appear to have had any deleterious
impact on the overall asset quality. The bank’s non-performing loans are even now, after five
years of extremely rapid asset build-up, below 1 per cent of its total loans. From a medium-
term perspective, it appears that Axis Bank could be charting out a niche for itself in the
private bank space. It appears to be following a business strategy quite different from the
high-volume and commodity-style approach of ICICI Bank and HDFC Bank. That strategy
also has its pluses in terms of the relatively higher margins in some segments of the retail
business and the in-built credit risk diversification (and mitigation) achieved through a widely
dispersed retail credit portfolio. But, as indicated above, Axis Bank has been to able to
maintain the quality of its loan portfolio despite the concentrated nature of wholesale
corporate lending. The Bank today is capitalized to the extent of Rs. 357.48 crore with the
public holding (other than promoters) at 57.03%. The Bank's Registered Office is at

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Ahmadabad and its Central Office is located at Mumbai. Presently, the Bank has a very wide
network of more than 608 branch offices and Extension Counters.
The Bank has a network of over 2595 ATMs providing 24 hrs a day banking
convenience to its customers. This is one of the largest ATM networks in the country. The
Bank has strengths in both retail and corporate banking and is committed to adopting the
best industry practices internationally in order to achieve excellence. Axis Bank continued its
robust growth in the December 2007 quarter and has once again beaten analysts’
expectations on all parameters. However, the difference this quarter is that the growth in
profitability has been driven more by a significant jump in the net interest income (core
business) rather than non-interest income unlike in last several quarters. Net interest income
leaped by 91 per cent y-o-y to Rs 747 crore—the highest in the past four quarters—as
advances and deposits grew by 50 per cent and 35 per cent respectively and also there was
an increase in net interest margin (NIM). Its NIM went up by 63 basis points q-o-q and 91
basis points y-o-y to3.91 per cent. This was because of a jump in yield on advances while
CASA (current and savings account) was maintained at 45 per cent sequentially. Though
other income went up 74 per cent y-o-y to Rs 488 crore, it was still lower than the 87 per cent
growth reported in the September 2007 quarter. The bank’s fee income increased by 81 per
cent to Rs 348 crore and trading profits were up 65 per cent to Rs 131 crore in Q3. All these
factors led to doubling of operating profit to Rs 672 crore while operating expenses went up
67 per cent. However, its net profit grew relatively slower at 66 per cent to Rs 307 crore as
provisions and contingencies went up 290 per cent and a 68 per cent jump was recorded in
tax provisioning. However, growth in net profit is still higher than previous three quarters and
has been higher than expectations.
Axis Bank is relatively immune to the slowdown in the retail credit and high cost of
funding. This is because retail credit’s share of 25 per cent has gone down from 28 per cent
last year and other advances like corporate, SME (small and medium enterprises) and
agriculture loans have grown faster than retail-advances.

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REASONS FOR CHANGES IN UTI BANK
Few banks have gone in for a brand makeover; UTI Bank is one of them that have changed
its name to Axis Bank. It seems to be quite clear from the strategic decision about the way
forward, the change in identity, the positioning of the bank, the pros and cons of pursuing
organic growth, etc
.
One of the reasons for bringing changes in the corporate identity is to enhance the image
of the bank because now they want to become an MNC bank.
Why did the bank decide to change its brand name?
Bank has done this partly because there are shareholder-unrelated entities that carry the UTI
brand, which was becoming increasingly untenable. If there are no shareholder relations
between the two organizations, how can they actually share a common name? When UTI
was split into two vehicles, the brand was given to UTI Mutual Fund and others were
permitted to use the brand only till January 2008. When it became clear to the bank that it
was no longer tenable, they decided to have a brand of our own. The name Axis was chosen
as it means a line of reference, around which everything is measured. Their feeling is that
with time, people will think of the bank brand as Axis Bank. The tough test was whether in the
next six months people would forget old name or not. Otherwise, nothing has really changed
in the bank. They raised capital worth Rs 4,500 crore, which helped Axis Bank to start off on
a strong footing. They feel that this capital would last at least for three years in the case of
pure organic growth.
The UTI brand had a quasi-government sovereign ring to it, especially when it goes outside
metros. It was an advantage, then why bank have taken this decision on cost of losing it?
Bank’s customer base is very different from the customer base of a mutual fund. So they
have never really able to ride on the brand. The pace at which customer base have grown
indicates the level of customer service bank provide. Also, the UTI brand was seen as a

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public sector brand. They were board-managed private sector entity. By changing the name,
Bank has reinforced this image.
Where Axis Bank positioned from the business point of view?
Axis Bank has taken first step towards seeing themselves as becoming an MNC bank from
India. They have presence in four overseas locations — Singapore, Hong Kong, China and
Dubai. This is part of a journey for becoming a pan-Asian bank and then, eventually, a bank
that is more multinational. They are foraying into smaller towns and entering district
headquarters in a big way. In the next thirty months, they want to be present in 450 district
headquarters. They have received licenses to open 150 branches and 500 ATMs. Also they
are planning to open 125branches by July 2008, half of which would be in large cities. They
are also setting up a large agriculture financing business, for which they need to be close to
farmers; hence the bank is going to open branches in villages. Besides, the bank has set up
priority banking branches for customers with deposits of over Rs 5 lakh. It is one of the
fastest growing customer bases of our bank, growing at 4% each year. They have three such
specialized branches now, and planning to have one each in all the major metros.
Would it have been very tempting for the bank to stay on the existing brand
by paying a higher royalty, given the cost and time involved in this
exercise?
In recent years, the Bank has contributed more than their fair share on restoration of the UTI
brand. But when it was clear to them that there was no other option, they decided to bite the
bullet. Bank decided to assume their very own identity. The UTI identity came to the bank
from the undivided Unit Trust of India (UTI). The split of UTI was the starting point for what
was eventually a search for a new identity.
When Axis Bank looks at private sector peers, there are missing links, since
most of them have a mutual fund and insurance business?

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Axis Bank has tried to focus on Commercial banking since their inception. As the first step
towards diversion, bank has set up an AMC to manage a private equity venture.
They would be in a position to launch the first trenched of the fund by end of September
2008.The AMC will provide equity support for infrastructure projects. There are not many
private equity funds here, focusing on infrastructure projects
JOURNEY FROM UTI TO AXIS
1994 -1997
 Incorporated as UTI Bank, headquartered in Mumbai
 First Branch inaugurated at Ahmadabad
 Completes first profitable year in operation in 1995
 Deposit crosses Rs.10bn mark in 1996
1998-2000
 Successfully completes its IPO in 1998 and gets itself listed on NSE and BSE
 Cash management services as well as credit card launched
 Profit crosses Rs.500m in 2000
 Launches Internet banking module, iConnect retail loans introduced
 Financial advisory services and e-commerce introduced
 Second largest ATM network in the country with 200 ATMs

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2001-2005
 Private placement of 26% stake to CDC Capital Partners
 Deposit crosses Rs.100bn mark in 2001, advances crosses Rs.50bn
 First commercial bank to open an ATM at a post office
 Crosses the 1,000 ATM mark in 2003
 Gets listed on the London Stock Exchange, raises $239.3m
2006-2008
 Opens its first international branch in Singapore
 Opens Representative Office in Shanghai
 Crosses the 2,000 ATM mark in 2006
 Opens a Full Licence Bank Branch in Hong Kong
 Re-brands itself as Axis Bank
 Mumbai, Jul 30 2007 : UTI Bank on Monday UTI Bank on Monday

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PRODUCT AND SERVICES PROVIDED BY THE BANK
BANKING ACCOUNTS
• Investment Banking
• Easy Access Savings Account
• Krishi Savings Account
• Corporate Salary Account
• Smart Privilege Account
• Pension Savings Account
• Commercial Banking
• Retail Banking
• Private Banking
• Asset Management
• Mortgages
• Credit cards.

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AXIS BANK PRODUCT AND SERVICES
BANKING ACCOUNTS
Easy Access Savings Account
Banking made easy
Want a savings account that transcends geographical boundaries? Presenting, Axis Bank's
Easy Access Savings Account. The account is an endeavor by the Bank to understand the
consumers' needs and redefine banking to suit your requirements for a truly comfortable
banking experience. Easy Access Savings Account gives you instant access to your money
anywhere, anytime. Possessing a range of unmatched features, it has been devised to better
suit the convenience of our eclectic client base.
Krishi Savings Account
Kheti Ho Khushhali Ki
Axis Bank offers a unique savings account which is easy to operate and allows you to
transact immediately. This product has been specially designed keeping in mind the unique
requirements of a farmer and true to its nature has been called the Krishi Savings Account.
Some of the features of our new product are:
Average Balance Requirement This account is offered with the requirement of maintaining
the half-yearly average balance of Rs 1000only.International Master Debit Card The Krishi
Savings Account entitles you to an International Master Debit Card with which you can
access your account anytime through the Axis Bank ATM network free of cost.

[32]
This card comes with:
 A cash withdrawal limit of Rs 25,000 per day
 Free Accident Insurance cover of Rs 2 lacs
Corporate Salary Account
Our Corporate Salary Power Offering is designed to offer payroll solutions through in a 24 X
7 environment.
We leverage on our extensive network of distribution channels spread across 586 centers
through a network of more than 1000 branches and 4055 ATMs (as on 31stMarch, 2010)
besides our superior service delivery model and product features, as a strong differentiator,
to provide value to the end user.
Benefit to Employers
 Efficient salary disbursal.
 Web Upload- Transfer salaries/reimbursements directly from your current account with
Axis Bank to your employee's accounts using I Connect from your office.
 Single-instruction salary credit - Same day salary credits for all companies having
Corporate Account with Axis Bank
 Dedicated Relationship Manager at metro locations to understand the financial
requirements of your employees.

[33]
Benefit to Employees
 No minimum balance criteria.
 Unparalleled Access - Anywhere banking facility through our network of Branches,
Atm and Internet banking facility.
 AT Par cheque books payable locally at all Axis Bank locations.
 International Debit cum ATM cards with enhanced Cash withdrawal facility and other
value add on s.
 Online Banking with funds transfer, online shopping and bill payment options.
 Depository services with free online trading accounts.
 Meal Cards on a master card platform.
 Employee Reimbursement accounts as a savings account variant.
 Preferential pricing on loan products and credit cards and other banking products &
services*
Smart Privilege Account
For the woman of today
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, we at Axis Bank have 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

[34]
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.
 Jewellery Insurance on Debit Card
 Zero Balance Minor Account
 Round-the-Clock access through ATMs: There could be an instance when at 3 am you
could require cash. With our round-the-clock access you can withdraw cash up to Rs.
40,000 per day, deposit cash/cheques, transfer funds, print a mini statement and pay
insurance premiums (LIC), all through our ATM channel which is one of the largest
ATM networks in the country.
 Anywhere Banking: Imagine being in an unknown city and still having complete
access to all your transaction needs. As a customer of the bank, you are in control and
not restricted to the branch. So even if you are travelling, you can access your account
easily from any of the 700 plus Axis Bank offices spread over 400 cities across the
country.
 At-par cheque facility: Your cheque will be treated as a local cheque within the vast
Axis Bank network of over 700 offices across 400 cities in India. Now no more running
around to get a Demand Draft issued.
 Quarterly Paper Statement
 Free monthly e-statement
 Additional discounts on loans
 iconnect: The Complete online banking experience: Its the age of Wi-Fi. All your
banking needs should be on your fingertips, with our i-connect you can check your

[35]
account status, transfer funds, place online request for a new cheque book and many
more features without even having to visit an Axis Bank branch.
 Financial Advisory Services: Our Financial Advisor will assist you with your financial
planning and help you to earn maximum returns on your savings
Pension Savings Account
Are you a Pensioner seeking banking solutions tailored to your needs?
Pension Savings Bank Account, from Axis Bank is specifically, designed for Pensioner's
(Existing &Prospective) of Central Govt. Civil Ministries/Departments & Deffence ministry
keeping in mind the fact that a Pensioner's banking requirements are wholly different and
requires 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 Centralized Pension Disbursement Module wherein
the Pensioner records are credited centrally through its Centralized 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

[36]
Note
 The Bank is authorized by RBI and Central Pension Accounting Office (CPAO) for
disbursement of Central Civil Pension through its 218 authorized branches across the
country.
 The Bank is authorized by EPFO for disbursement of pension under the Employees
Pension Scheme, 1995in all the branches
DEPOSITS
Fixed Deposits
Safety, Security and Growth 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 6months.
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:

[37]
 Rollover only Principal:
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:
This wills 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 encashment 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.

[38]
 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
Recurring D epos its
Power of compounding
Are you considering saving money a bit at a time?
Axis Bank's Recurring Deposit scheme will allow you with an opportunity to build up your
savings through regular monthly deposits of fixed sum over a fixed period of time.
Features
 Recurring deposits are accepted in equal monthly installments of minimum Rs 1,000
and above in multiples of Rs 500 thereafter.
 Recurring Deposit accounts can be opened for a minimum period of 12 months and in
multiples of 12months thereafter, up to a maximum of 120 months.
 The amount of installment once fixed, cannot be changed .

[39]
 Installment for any calendar month is to be paid on or before the last working day of
the month. Where there is delay in payment of installment, one can regularize the
account by paying the defaulted installment together with a penalty (at present it is
@PLR plus 4 % for the period of delay).Fraction of a month will be treated as full
month for the purpose of calculating the penalty.
 The total amount repayable to a depositor, inclusive of interest, depends on the
amount of monthly installments and the period of deposit.
Encash24
The Encash 24 (Flexi Deposit) gives you the liquidity of a Savings Account coupled with high
earnings of a Fixed Deposit. This is achieved by creating a Fixed Deposit linked to your
Savings Account providing you the following unique facilities:
Ma xi m u m Returns:
Your money is no longer idle. As soon as the balance in your Savings Account crosses over
Rs 25,000, the excess, in multiples of Rs 10,000 will be transferred automatically to a higher
interest earning Fixed Deposit Account. The maturity of fixed or term deposits formed as a
result of transfer of money from the Savings Bank account will be for a maximum period of
181 days and the interest will be calculate don simple interest rate basis.
Ma xi m u m Liquidity:
The money parked in Fixed Deposits as a result of the above mentioned sweep
out from your Savings account can be easily accessed by issuing a cheque,
withdrawing through ATM etc. This amount is automatically reverse swept from
the most recently formed Fixed Deposit in units of Rs 5,000 to the Savings
account whenever the balance in your Savings account falls below Rs 25,000.
The amount broken form your Fixed Deposit will earn interest rates at the

[40]
applicable rate for the period that the deposit was held with the Bank. The
remaining amount of Fixed Deposit will continue to earn the contracted rate of
interest.
Auto Renewal:
On maturity of your linked Fixed Deposit, the Bank will automatically renew it for a maximum
period of 181 days.
PAYMENTS
Bill P ay
Free yourself
Axis Bank's Bill Pay service enables you to make secure payments from the comfort of your
home or office. So its time to say goodbye to late payment fines, long queues, lost bills, and
commissions paid to local errand boys.
Features
 Pay bills without stepping out of your home or office
 Link multiple bills to your account
 View and Pay bills anytime, anywhere
 Fast, convenience and hassle-free
 Access to all major utility billers
 Get updates for pending bills

[41]
Payment Channels
Bill payment is currently enabled through the Internet and the ATM.
ELECTRONIC CLEARING SERVICE
ECS is an electronic clearing system that facilitates paperless credit / debit transaction
directly linked to your account and also provides for a faster method of effecting periodic and
repetitive payments.
Benefits of ECS (Debit)
Through ECS (Debit), you can pay all your Utility bills(electricity/telephone/Mobile bills, credit
cards, etc),Mutual Fund (SIP), Insurance Premium, Loan Installments, credit card payments,
payments of donations and other bill payments.
How will you gain from ECS?
 Non-issuance of multiple cheques
 Timely payment of bills /installments /premium without remembering the due dates
 No late payment charges
For your convenience, Axis Bank has tied up with various service providers across the
country.
All you need to do is to register for bill payments with your service provider, banks and
financial institutions by providing details such as name, account number, name of the bank
/branch, MICR code, etc.

[42]
Security & Safety of your money
To protect your account from excess debits, you can select the top-limit for your account. If
your bill amount exceeds the limit, the payment will be cleared by the Bank, only after
obtaining your approval.
TA X E-PAYMENTS
Axis Bank is authorized by Reserve Bank of India (RBI)and Govt. of India for collecting
Income/ other Direct Taxes and Central Excise & Service Tax since August2003 through its
authorized Braches and through e-Payments. You can pay your Income / Other Direct Taxes,
as well as Central Excise & Service Tax* through iConnect from your account online and get
on-line acknowledgement of the payment by way of a Cyber Receipt, including Challan
Identification Number (CIN) immediately after making the payment
DirectTax Payment
The Bank is authorized for Collection of Income or Other Direct Taxes on behalf of Central
Board of Direct Taxes (CBDT) w.e.f 1October, 2003. The assesses or taxpayers can pay
Income or Other Direct Taxes as listed below at 214 authorized branches of Axis Bank
across the country and also by online mode through 'e-Payment 'Facility' in case they
maintain Accounts with Axis Bank.
 Corporation Tax- Tax on Companies and Tax Deducted at Source from Companies
 Income Tax
 Interest Tax and Expenditure Tax
 Gift Tax

[43]
 Wealth Tax
 Fringe Benefit Tax (FBT)
 Securities Transaction Tax (STT)
 Banking Cash Transaction Tax (BCTT)
 Other Tax Deducted or collected at source (TDS or TCS) on salaries of employees,
income from Fixed Deposits, Vendor Payments, Rent, Income from Game Shows or
Lottery, etc.
 Any other Direct Tax including Advance Tax
Pension Disbursement
Central Civil Pension Disbursement
The Bank is authorized by RBI and Central Pension Accounting Office (CPAO) for
disbursement of Central Civil Pension through its 218 authorized branches across the
country.
The details towards availing Pension Disbursement
Facility from Axis Bank is as under:
 For existing Pensioners of Central Govt. Departments and Ministries - This facility can
be availed by opening a Pension Payment Savings Bank Account with any authorized
Axis Bank Branch and thereafter following the necessary procedures prescribed by
CPAO for change of Bank for Pension Account for receiving or drawing pension.

[44]
 For prospective Pensioners of Central Govt. Departments and Ministries - This facility
can be availed by opening a Pension Payment Savings Bank Account with any
authorized Axis Bank Branch and providing the Account details to the Pay and
Accounts Office (PAO) of the concerned Department or Ministry prior to retirement. In
case of existing Axis Bank customers, the details of the Saving Bank Account with the
Bank need to be provided to the Pay and Accounts Office of the concerned
Department or Ministry prior to retirement.
Debt Solutions
Axis Bank is a leading provider of debt solutions in the form of bond or debenture issuances
and loan syndication. The Bank has successfully managed various debt issuances of mid
and large size which includes plain vanilla loans or bonds, and structured term loans to meet
the specific requirements of the clients and the projects.
The Bank is the largest bond house in the country and has been ranked first in respect of
various domestic and international league tables in respect of domestic debt issuances. Axis
Bank's clientele in respect of debt placements includes leading public as well as private
sector corporate in India.
Service Offerings
 Corporate debt placement
 Project debt syndication
 Syndication of structured debt obligations
 External commercial borrowings

[45]
Products
 Subscription to rated debenture or bonds issuances
 Bank's International Operations also participates in credit linked note (issuances)
Placement Capabilities
 The Bank has focused Syndication Teams for Term Loans as well as Bonds
segments
 The Bank also strong relationships with Commercial Banks(PSU Banks, Private or
MNC Banks) and Financial Institutions (PFs, Mutual Funds, Insurance Companies,
NBFCs )
Value Addition
 Debt origination at competitive levels
 Advising on credit enhancement or Instrument structuring through intensive interaction
with Credit Rating Agency
 Preparation of information memoranda
 Advising issuers on legal or regulatory matters
 Advise on interest rate or currency swaps to reduce economize the cost of borrowing
for the clients

[46]
Equity Solutions
We are SEBI registered Category I Merchant Banker. The Bank's Capital Markets
Department has developed significant expertise in the area of public or rights issue
management, private placement of equity, overseas fund raising through FCCB and GDR
and debt syndication.
The Bank has acted as Lead Book Running Managers, co-arrangers and advisors to a
number of equity issuances or offers.
SERVICE OFFERINGS
 Advising the clients on
 Designing an optimal Capital Structure
 Instrument to be offered to investors
 Legal or regulatory matters and obtain approvals from SEBI or ROC or Stock
Exchanges
 Pricing of the instrument
 Assisting the client in marketing of the issue Instrument Coverage
 Public or Rights Issues
 Advisory for Convertibles (FCCB or GDR or ADR)
 Preferential Placements /Qualified Institutional Placements

[47]
 Open Offer/ Buy-back of Shares
 Valuations Execution Capabilities
 Drafting of Offer Documents/Offering Memorandum/Circular after thorough due
diligence as per the regulatory guidelines
 Compliance at various stages to meet Regulators' or Stock Exchanges' requirements
and other statutory authorities Placement Capabilities
 Strong placement capabilities with institutions viz. MFs, Banks, Insurance Companies,
FIs and FIIs in European and Asia-Pacific Financial Hubs
 Wide Geographical Reach with more than 376 branches or offices spread across 150
locations in India

[48]
CHAPTER –IV
RESEARCH & METHODOLOGY

[49]
RESEARCH & METHODOLOGY
Data Source - Primary Data & Secondary data
Target - Customers
Statistical tools - Bar graph, pie-chart, Percentage analysis
Tools for data collection - Questionnaire
Population size - 1000
Sample Size - 100
RESEARCH METHODOLOGY
Research Methodology may be understood as a science of studying how research is
done scientifically. In it we study the various steps that are generally adopted by a
researcher in studying the research problem along with the logic behind them.
Research Meaning
Research in common parlance refer to a search for knowledge. In fact research is art
of scientific investigation.
Research can be defined as , “A scientific and systematic search for pertinent
information on a specific topic”.

[50]
Research Definition:
Research comprises defining and redefining problems , formulating hypothesis on
suggested solution , collection ,and at last carefully listing the conclusion to determine
whether they fit the formatting hypothesis.
Objectives of Research:
a) To gain familiarity with a phenomenon or to achieve new insists into it
b) To portray accurately the characteristics of a particular individuals situation or a
group.
c) To determine the frequency with which something occurs or with which it is
associated with something else.
d) To test a hypothesis of a casual relationship between variables.
Research Methods:
A research method refer to the behaviour and instruments used in selecting and
constructing research techniques. Research methods may be understood that which method
or technique that are used for conduction of research. Regarding this research/project
observational method has been following the observation.
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 steps that are generally adopted by a researcher in studying his research problem

[51]
along with the logic behind them. It is necessary for the researcher to know not only the
research methods/techniques but also methodology. Researcher need to know which
method /techniques, are relevant and which are not, and what would they mean and indicate
it and why.
Research Design:
A research design is the arrangement of conditions for collection and analysis of data
in a manner that aims to combine relevance to the research purpose with economic in
procedure.
Regarding this project, exploratory research design is applied. Here, exploratory
research designs concern with describing the performance of the business loan. The design
helps in understand the characteristics in a given situation, think systematically about
aspects in a given situation, offer idea for probe and research helps to make certain simple
decision.
Sampling Method:
Sampling method indicates how the sample units are selected. There are various
types of sample designs which can be covered under the two board groups random or
probability or non- random sample.
SOURCE OF DATA:
Data is collected in two types:
1) Primary data
2) Secondary data

[52]
Primary data:
The primary data are those data, which are collected afresh and for the first
time. And happen to be original in character. The primary data to be collected for the study
are-
 Questionnaire – A set of questionnaire is prepared for the cause of collecting
different information related to the pre-determined objectives. The questionnaire
prepared is in two forms & targeted towards the doctors and chemists differently. The
format of questionnaire is structured and non-disguised.
 Direct Personal Interview – Under this method of collecting data there is face-to-face
context with the person from whom the information is obtained. The data collected are
from the respective selected doctors and chemists visited regularly. The pattern used
is Structured and Indirect Interview.
Secondary data:
Secondary data means data that are already available i.e., they refer 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
collection of original data. Secondary data may either be published data or unpublished data.
Usually published data are available in:
 Books, magazines and newspapers.
 Data provided by the company.
 Internet.

[53]
CHAPTER –V
DATA ANALYSIS & INTERPETATION

[54]
TABLE-1
GENDER OF RESPONDENTS
GENDER FREQUENCY PERCENTAGE
MALE 59 59
FEMALE 41 41

[55]
CHART-1
INTERPRETATION
The total respondents are 100. Out of which 59 are male and 41are female.
Male respondent constitute 59% of the sample while females are 41%.
59%
41%
MALE
FEMALE

[56]
TABLE- 2
AGE OF THE RESPONDENTS
AGE FREQUENCY PERCENTAGE
BELOW 25 32 32
26-30 26 26
31-35 14 14
36-40 12 12
ABOVE40 16 16

[57]
CHART-2
AGE OF THE RESPONDENTS
INTERPRETATION
The highest age group of the respondents is below 25 with 32% and the least total number of
respondents are between 36-40 with 12%. The respondents under the age group of 26-
30,31-35 and more than 40 are 26%, 14% and 16%respectively.
0
5
10
15
20
25
30
35
BELOW 25 26-30 31-35 36-40 ABOVE40
FREQUENCY
PERCENTAGE

[58]
TABLE -3
EDUCATIONAL QUALIFICATION OF RESPONDENTS
EDUCATIONAL
QUALIFICATION
FREQUENCY PERCENTAGE
SC 11 11
HSC 12 12
UNDER GRADUATE 37 37
POST GRADUATE 23 23
PROFESSIONAL 17 17

[59]
CHART-3
EDUCATIONAL QUALIFICATION OF RESPONDENTS
INTERPRETATION
The educational qualification of the respondents are shared majority by the under graduates
and the post graduates with 37% and 23% and respondents with educational qualification of
secondary, higher secondary and the professional are 11%, 12% and 17% respectively.
0
5
10
15
20
25
30
35
40
SECONDARY HIGHER
SECONDARY
UNDER
GRADUATE
POST
GRADUATE
PROFESSIONAL
FREQUENCY
PERCENTAGE

[60]
TABLE-4
OCCUPATION OF RESPONDENTS
OCCUPATION FREQUENCY PERCENTAGE
SELF-EMPLOYED 19 19
PRIVATE SECTOR 28 28
GOVERNMENT 27 27
UNEMPLOYED 15 15
OTHERS 11 11

[61]
CHART-4
OCCUPATION OF RESPONDENTS
INTERPETATION
The majority of the occupation of the respondents are shared by the private sector people
with 28% , the government sector with 27% , 19% of the respondents from the self-employed
category, 15% of the respondents are from the unemployed category and finally 11% of the
respondents are from the others category.
0
5
10
15
20
25
30
FREQUENCY
PERCENTAGE

[62]
TABLE-5
MONTHLY INCOME OF THE RESPONDENTS
INCOME LEVEL FREQUENCY PERCENTAGE
BELOW 10000 22 22
10001-15000 27 27
15001-20000 21 21
20001-25000 17 17
ABOVE25000 13 13

[63]
CHART-5
MONTHLY INCOME OF THE RESPONDENTS
INTERPETATION
The monthly income of the respondents below 10,000 is 22% of the respondents. The
respondents with income 10,000-15,000 is 27% the respondents with income 15,000-20,000
is 21% the respondents with income 20,000-25000 is 21%, the respondents with more than
25,000 is 13%.
0
5
10
15
20
25
30
BELOW
10000
10001-15000 15001-20000 20001-25000 ABOVE25000
FREQUENCY
PERCENTAGE

[64]
TABLE -6
NUMBER OF RESPONDENTS HAVING BANK ACCOUNT
HAVING BANK ACCOUNT FREQUENCY PERCENTAGE
YES 87 87
NO 13 13

[65]
CHART-6
NUMBER OF RESPONDENTS USING BANK
INTERPRETATION
The number of respondents using bank is 87% and the remaining 13% of the respondents
have not using account in any bank.
87%
13%
YES
NO

[66]
TABLE-7
RESON FOR CHOOSING CHOOSING AXIS BANK
RESONS FREQUENCY PERCENTAGE
Traditional bank account with the same bank 23 36
The brand name of the bank 18 28
The excellent service offered by this bank 15 23
Others 8 13

[67]
CHART-7
RESON FOR CHOOSING CHOOSING AXIS BANK
INTERPRETATION
The major part of the respondents has the reason for choosing this bank is
maintaining the bank account traditionally with the bank which is 27%, the brand name insists
for about 21% , the service insists for about 17% and the others insists about 9%.
0
5
10
15
20
25
30
35
40
TRADITIONAL
BANK ACCOUNT
BRAND NAME OF
THE BANK
EXCELLENT
SERVICE OFFERED
OTHERS
FREQUENCY
PERCENTAGE

[68]
TABLE-8
TIME ASSOCIATED WITH THE BANK BY THE RESPONDENTS
NO.OF YEARS FREQUENCY PERCENTAGE
BELOW 1 YEAR 20 20
1-3 YEARS 36 36
3-5 YEARS 27 27
MORE THAN 5 YEARS 17 17

[69]
CHART-8
TIME ASSOCIATED WITH THE BANK BY THE RESPONDENTS
INTERPRETATION
About 20% of the respondents are associated with the bank for below 1 year, 36% of
the respondents are associated with the bank between 1-3 years, 27% of the respondents
are associated between 3-5 years and 17% of the respondents are associated more than 5
years with the bank.
0
5
10
15
20
25
30
35
40
NO.OF
YEARS
BELOW 1
YEARS
1-3 YEARS 3-5 YEARS MORE
THAN 5
YEARS
FREQUENCY
PERCENTAGE

[70]
TABLE-9
RESPONDENTS RELATIONSHIP WITH THE BANK
NATURE OF ACCOUNT FREQUENCY PERCENTAGE
SAVING (S/B) A/C 41 41
SALARY A/C 24 24
CURRENT A/C 17 17
DE-MATE A/C 11 11
OTHERS 7 7

[71]
CHART-9
RESPONDENTS RELATIONSHIP WITH THE BANK
INTERPRETATION
The respondents maintaining saving account is 41%, salary account is 24%, the current
account is 17%, the de-mate account is 11% and others are with 7%.
0
5
10
15
20
25
30
35
40
45
NATURE OF
ACCOUNT
SAVING
(S/B) A/C
SALARY A/C CURRENT
A/C
DE-MATE
A/C
OTHERS
FREQUENCY
PERCENTAGE

[72]
TABLE -10
USING PRODUCTS AND SERVICES OF AXIS BANK
USING AXIS BANK SERVICES FREQUENCY PERCENTAGE
YES 64 64
NO 36 36

[73]
CHART-10
USING PRODUCTS AND SERVICES OF AXIS BANK
INTERPRETATION
The respondents who are using the products and services of axis bank is 64% and rest of
36% are not using services of axis bank.
64%
36%
USING AXIS BANK
YES
NO

[74]
TABLE-11
SATISFACTION OF THE USING RESPONDENTS
INTEREST OF CUSTOMER FREQUENCY PERCENTAGE
HIGHLY SATISFIED 7 11
SATISFIED 29 45
DISSATISFIED 23 36
HIGHLY DISSATISFIED 5 8

[75]
CHART-11
SATISFACTION OF THE USING RESPONDENTS
INTERPRETATON
The number of respondents who responded yes for the question of using the products
and services of axis bank were 64%.out this 11% of the respondents were highly satisfied
45%were satisfied with the products and services of axis bank and the remaining 36% were
dissatisfied and 8% were highly dissatisfied with the products and services of axis bank.
0
5
10
15
20
25
30
35
40
45
HIGHLY SATISFIED SATISFIED DISSATISFIED HIGHLY
DISSATISFIED
FREQUENCY
PERCENTAGE

[76]
TABLE-12
COMPARISON OF AXIS BANK FACILITY WITH OTHER BANKS
RESPONDENTS COMPARITIVE OPTION FREQUENCY PERCENTAGE
EXCELLENT 17 13
GOOD 23 38
AVERAGE 13 21
POOR 8 13

[77]
CHART-12
COMPARISON OF AXIS BANK FACILITY WITH OTHER BANKS
INTERPRETATION
The respondents using the facility of other banks have been asked to compare the
service of both the banks. Only 17 respondents say that the service in axis bank is
excellent.23 of respondents prefers axis bank is good than others.13 respondents says that
the facility in axis bank average on others banks,8 respondents says that it is poor in the
comparison of facility and services with other banks.
0
5
10
15
20
25
30
35
40
EXCELLENT GOOD AVERAGE POOR
FREQUENCY
PERCENTAGE

[78]
TABLE -13
RESPONDENTS SATISFIED WITH EMPLOYEE’S ATTENTION
RESPONDENTS SATISFIED
WITH EMPLOYEE’S
ATTENTION
YES 43 67
NO 21 33

[79]
CHART-13
RESPONDENTS SATISFIED WITH EMPLOYEE’S ATTENTION
INTERPRETATION
Respondents who are satisfied with the employee’s attention towards the problem are
67% and rest 33% of respondents are not satisfied with employee’s attention towards
his /her problems.
67%
33%
YES
NO

[80]
TABLE-14
RESPONDENTS SATISFIED WITH WORKING SCHEDULE
RESPONDENTS SATISFIED
WITH WORKING SCHEDULE
YES 83 83
NO 17 17

[81]
CHART-14
RESPONDENTS SATISFIED WITH WORKING SCHEDULE
INTERPRETATION
Respondents who are satisfied with the working schedule of the bank are 83% and
rest of 17 % are not satisfied with the working schedule of the bank.
83%
17%
YES
NO

[82]
TABLE-15
RESPONDENTS OPINION TOWARDS THE SERVICES
S.no Feature Quick access Slowly access Not access
(a) Check a/c balance 33 27 4
(b) Download a/c statement 28 17 19
(c ) Request for stop payment of a cheque 9 31 14
(d) Payment of axis bank credit card bills 11 24 29
(e) Request for a new cheque book or ATM
card
25 20 19
(f) Access de-mat a/c 6 51 7
(g) Transfer funds 34 16 14
(h) Facilitate bill payment 27 22 15

[83]
CHART-15
RESPONDENTS OPINION TOWARDS THE SERVICES
INTERPRETATION
The majority of the respondents felt that all the services in the banking is quick access. But
there are some negative responses too on some factors for the people in some of the
services. But the majority of the respondents gave the positive replies.
0
10
20
30
40
50
60
Check a/c
balance
Download
a/c
statement
Request
for stop
payment
of a
cheque
Payment
of axis
bank
credit
card bills
Request
for a new
cheque
book or
ATM card
Access de-
mat a/c
Transfer
funds
Facilitate
bill
payment
QUICKACCESS SLOWLYACCESS NOT ACCESS

[84]
CHAPTER-VI
FINDINGS SUGGESTIONS & CONCLUSIONS

[85]
FINDINGS OF THE STUDY
 From the table 1 it was found that 59% of the respondents were male and the
remaining was female.
 The age group was clearly mentioned through the table 2.
 It was clear that 83% of the respondents were literate. Out of these 83%, 37% were
under graduates, 23% were post graduates. Finally it has been cleared that 17% of
the respondents were illiterate.
 It was found that the respondent who maintains more number of accounts is from the
private sector which is of 28% of the whole percentage.
 The highest number of the respondents on the basis of their salary structure is
between 10000-15000 with an aggregate of 27%.
 Most number of the respondents of maintaining the relationship with the bank is
between 1-3 years with an average of 36%.
 Savings account is the major account in which more number of respondents tied up
with.
 The main part of the project which is products and services has been used by 64% of
people in axis bank.
 The foremost reason for using axis bank is net banking which is 60% of the overall
percentage of 64 among the respondents who uses services of axis bank.
 The inter account transfers are made in higher level through axis bank.
 The online bill payment is the next main purpose for which the net banking has been
used by the respondents.

[86]
 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.
 It was a great thing that 36% of the respondents are satisfied and highly satisfied with
the services of axis bank.
 It was clearly stated that most of the services rendered by axis bank were good for the
respondents. This has been derived from their responses.

[87]
SUGGESTIONS FOR THE STUDY
 From the brief study about the project the suggestion to renew the service of net
banking is to update the methods & techniques with proper guidance.
 To give proper attention towards the customer’s problems.
 To enhance speed in accessing the transactional activity. Because it play a vital role in
acquiring the customers.
 It was suggested that the management should functioning of the service.
 Another important suggestion is that for the management to make brand
advertisements regarding the products & services.
 To arrange some training programs for the customers regarding the products &
services and can taught about the usage.
 The organization should retain the existing performance and should increase if
possible to do so.
 These are all the suggestions for the study on the customer satisfaction towards the
products and services of axis bank.

[88]
CONCLUSION FOR THE STUDY
The study was started so as to know whether the customers are satisfied with products and
services of axis bank.
The project has been done on the customer’s satisfaction towards the products and
services. The analysis was done based on the information collected in the form of
questionnaire from the customers of the bank. This has been done in Axis Bank
,madipakkam branch, Chennai.
The major part of the analysis is based upon the percentage analysis.
After a brief analysis few findings were derived. Based on findings the suggestions
and the conclusion were made.
Thus the report says that the product and services by the axis bank was very useful and it
was satisfying the majority of the customers using it. Moreover many people are interested in
doing transaction with axis bank in the future. The report was very helpful for the bank to
know how and the suggestions of the customer in the services of axis bank.

[89]
BIBILOGRAPHY
Books:-
 www.wekipedia.com


[90]
CUSTOMER SATISFACTION TOWARDS THE PRODUCTS AND SERVICES
OF AXIS BANK
QUESTIONNAIRE:-
1. Name of optional:- ______________________________
2. Gender:-
a) Male [ ] b) Female [ ]
3. Age:-
a) Below 25 [ ] b) 26-30 [ ]
c) 31-35 [ ] d) 36-40 [ ]
e) Above 40 [ ]
4. Educational Qualification:-
a) SC [ ] b) HSC [ ]
c) UG [ ] d) PG [ ]
e) Professional [ ]
5. Occupation:-
a) Self Employment [ ] b) Private Sector [ ]

[91]
c) Govt. [ ] d) Unemployment [ ]
e) Other ______________
6. Monthly Income:-
a) Below 1000 [ ] b) 1001-15000 [ ]
c) 15001-20000 [ ] d) 20001-25000 [ ]
e) Above 25000 [ ]
7. Do you have any account in any bank?
a) Yes[ ] d) No [ ]
8. If yes, in which bank?
____________________________
9. What was the single most important reason that you chose this particular bank?
a) Traditional bank account with the same bank [ ]
b) The brand name of the bank [ ]
c) The excellent service offered by this bank [ ]
d) Others _______________________________

[92]
10. For how long you make transaction
a) Below 1 year [ ] b) 1-3 year [ ]
c) 3-5 year [ ] d) More than 5 year [ ]
11. Nature of account
a) SB a/c [ ] b) Salary a/c [ ]
d) Current a/c [ ] d) Demat a/c [ ]
e) Others _________________________________
12. Are you using any product and services of axis bank?
a) Yes [ ] b) No [ ]
12. 1) If yes, what type of product and services?
__________________________________
2) If No, why?
__________________________________
13. How much you satisfied with that product?
a) Highly satisfied [ ] b) Satisfied [ ]
c) Dissatisfied [ ] d) highly dissatisfied [ ]

[93]
14. How do you compare the facility of axis bank with other bank?
a) Excellent [ ] b) Good [ ]
c) Average [ ] d) Poor [ ]
15. Are you satisfied with working schedule of axis bank?
a) Yes [ ] b) No [ ]
16. Will you prefer axis bank to your family member and friends?
a) Yes [ ] b) No [ ]
17.If No, why?
_________________________________________________
18. Are you satisfied with employee’s attention towards your problem?
a) Highly satisfied [ ] b) Satisfied [ ]
c) Dissatisfied [ ] d) highly dissatisfied [ ]

[94]
19. Please use a tick mark in the appropriate column to give your responses for following
statement.
S.no Feature Quick
access
Slowly
access
Not access
(a) Check a/c balance
(b) Download a/c statement
(c ) Request for stop payment of a
cheque
(d) Payment of axis bank credit card
bills
(e) Request for a new cheque book or
ATM card
(f) Access demat a/c
(g) Transfer funds
(h) Facilitate bill payment
20. Your suggestion to improve services of Axis bank.
------------------------------------------------------------------------------------------------------------------
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MBA Final year Project - Customer satisfaction

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