Preface

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

FINDINGS AND recommendations

5.1 conclusion
5.2 Findings
5.3 recommendation

ANNEXURES
BIBLIOGRAPHY

PAGE NO.

CHAPTER 1 - INTRODUCTION

1.1 OVERVIEW OF INDUSTRY AS A WHOLE

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.

WHAT ARE BANKS

Institutions which deals in money and credit. & an intermediary, which handles
other peoples money both for their advantage and to its own profits. A financial
institution that links the flow of funds from savers to the users. & as to Plays an
important role in the economy of any country as they hold the saving of the public.

Types of banks in India

Central Bank: The Reserve Bank of India is the central Bank that is fully owned
by the Government

Public Sector Banks: State Bank

Private Sector Banks: Foreign Banks, Scheduled and Non- Scheduled Banks

Co-operative Sector: State Co-operative Banks, Central Co-operative Banks,

Primary Agriculture Credit Societies

Group, Regional rural banks

Development Banks/Financial Institutions: IDBI, ICICI, NABARD

1.2 PROFILE OF THE ORGANIZATION : AXIS BANK

Commercial banking services which includes merchant banking, direct finance

infrastructure finance, venture capital fund, advisory, trusteeship, forex, treasury and
other related financial services. As on 31-Mar-2009, the Group has 827 branches,
extension counters and 3,595 automated teller machines (ATMs).
Axis Bank was the first of the new private banks to have begun operations in 1994, after
the Government of India allowed new private banks to be established. The Bank was
promoted jointly by the Administrator of the specified undertaking of the Unit Trust of
India (UTI - I), Life Insurance Corporation of India (LIC) and General Insurance
Corporation of India (GIC) and other four PSU insurance companies, i.e. National
Insurance Company Ltd., The New India Assurance Company Ltd., The Oriental
Insurance Company Ltd. and United India Insurance Company Ltd. The Bank today is
capitalized to the extent of Rs. 359.76 crores with the public holding (other than
promoters) at 57.79%.The Bank's Registered Office is at Ahmedabad and its Central
Office is located at Mumbai. The Bank has a very wide network of more than 853
branches and Extension Counters (as on 30th June 2009). The Bank has a network of
over 3723 ATMs (as on 30th June 2009) providing 24 hrs a day banking convenience to
its customers. This is one of the largest ATM networks in the country. The Bank has
strengths in both retail and corporate banking and is committed to adopting the best
industry practices internationally in order to achieve excellence.

History of Axis bank:

1993: The Bank was incorporated on 3rd December and Certificate of business on 14th
December. The Bank transacts banking business of all description. UTI Bank Ltd. was
promoted by Unit Trust of India, Life Insurance Corporation of India, General
Insurance Corporation of India and its four subsidiaries. The bank was the first private
sector bank to get a license under the new guidelines issued by the RBI.
1997: The Bank obtained license to act as Depository Participant with NSDL and
applied for registration with SEBI to act as `Trustee to Debenture Holders'. Rupees 100
crores was contributed by UTI, the rest from LIC Rs 7.5 crores, GIC and its four
subsidiaries Rs 1.5 crores each.

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

Chairman of SEBI, Shri G N Bajpai, Nominee Director of LIC has resigned as a

Director of the Bank.
2002: B Paranjpe & Abid Hussain cease to be the Directors of UTI Bank.UTI Bank Ltd
has informed that in the meeting of the Board of Directors following decisions were
taken: Mr Yash Mahajan, Vice Chairman and Managing Director of Punjab Tractors
Ltd were appointed as an Additional Director with immediate effect. Mr N C Singhal
former Vice Chairman and Managing Director of SCICI was appointed as an
Additional Director with immediate effect. ABN Amro, UTI Bank in pact to share ATM.
UTI Bank Ltd has informed BSE that a meeting of the Board of Directors of the Bank is
scheduled to be held on October 24, 2002 to consider and take on record the unaudited
half yearly/quarterly financial results of the Bank for the half year/Quarter ended
September 30, 2002. UTI Bank Ltd has informed that Shri J M Trivedi has been
appointed as an alternate director to Shri Donald Peck with effect from November 2,
2002.
2003: UTI Bank Ltd has informed BSE that at the meeting of the Board of Directors of
the company held on January 16, 2003, Shri R N Bharadwaj, Managing Director of LIC
has been appointed as an Additional Director of the Bank with immediate effect.- UTI
Bank, the private sector bank has opened a branch at Nellore. The bank's Chairman
and Managing Director, Dr P.J. Nayak, inaugurating the bank branch at GT Road on
May 26. Speaking on the occasion, Dr Nayak said. This marks another step towards the
extensive customer banking focus that we are providing across the country and
reinforces our commitment to bring superior banking services, marked by convenience
and closeness to customers. -UTI Bank Ltd. has informed the Exchange that at its
meeting held on June 25, 2003 the BOD have decided the following: 1) To appoint Mr. A
T Pannir Selvam, former CMD of Union Bank of India and Prof. Jayanth Varma of the
Indian Institute of Management, Ahmedabad as additional directors of the Bank with
immediate effect. Further, Mr. Pannir Selvam will be the nominee director of the
Administrator of the specified undertaking of the Unit Trust of India (UTI-I) and Mr.
Jayanth Varma will be an Independent Director. 2) To issue Non-Convertible Unsecured
Redeemable Debentures up to Rs.100 crs, in one or more tranches as the Bank's Tier II capital. -UTI has been authorized to launch 16 ATMs on the Western Railway
Stations of Mumbai Division. -UTI filed suit against financial institutions IFCI Ltd in
the debt recovery tribunal at Mumbai to recover Rs.85cr in dues. -UTI bank made an
entry to the Food Credit Programme; it has made an entry into the 59 cluster which
includes private sector, public sector, old private sector and co-operative banks. -Shri
Ajeet Prasad, Nominee of UTI has resigned as the director of the bank. -Banks
Chairman and MD Dr. P. J. Nayak inaugurated a new branch at Nellore.-UTI bank
allots shares under Employee Stock Option Scheme to its employees. -Unveils pre-paid
travel card 'Visa Electron Travel Currency Card' -Allotment of 58923 equity shares of
Rs 10 each under ESOP. -UTI Bank ties up with UK govt fund for contract farm in
-Shri B S Pandit, nominee of the Administrator of the Specified Undertaking of the Unit
Trust of India (UTI-I) has resigned as a director from the Bank wef November 12, 2003.
-UTI Bank unveils new ATM in Sikkim.
2004: Comes out with Rs. 500 mn Unsecured Redeemable Non-Convertible Debenture
Issue, issue fully subscribed -UTI Bank Ltd has informed that Shri Ajeet Prasad,
Nominee of the Administrator of the Specified Undertaking of the Unit Trust of India
(UTI - I) has been appointed as an Additional Director of the Bank w. e. f. January 20,
2004.-UTI Bank opens new branch in Udupi-UTI Bank, Geojit in pact for trading
platform in Qatar -UTI Bank ties up with Shriram Group Cos -Unveils premium
payment facility through ATMs applicable to LIC UTI Bank customers Metal

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

UTI Bank re-brands itself as Axis Bank

July-07

UTI Bank successfully raises USD 1050 million

July-07

UTI Bank ties up with Tata Motors Ltd. for Car Loans

June-07

UTI Bank's expansion into Asia supported by FRS

May-07

UTI Bank launches 'Spice Rewards' on the bankcards - India's first-ever

merchant-supported rewards program

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

UTI Bank opens a Full License Bank Branch in Hong Kong

Feb-07

Finance Minister Shri P. Chidambaram Launches Shriram - UTI Bank Co Branded Credit Card Exclusively For Small Road Transport Operators
(SRTOS)

Feb-07

UTI Bank announces the launch of its Meal Card

Feb-07

UTI Bank announces the launch of its Gift Card

Feb-07

LIC Premium payment now through UTI Bank Branches

Jan-07

UTI bank opens Priority Banking branch in Mumbai and Kolkata

Nov-06

UTI Bank opens Priority Banking Lounge in Pune

Sep-06

UTI Bank launches operations of UBL Sales, its Sales Subsidiary Inaugurates its first office in Bangalore

Aug-06

UTI Bank announces the launch of its Credit Card Business

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

UTI Bank announces the scheme of issuance of "Senior Citizen ID Card" in

association with Dignity Foundation

Aug-06

UTI Bank rolls out its 2000th ATM

July-06

UTI Bank opens Representative Office in Shanghai

May-06

UTI Bank and LIC 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

UTI Bank opens its first international branch in Singapore

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

Depositary Receipts (GDRs)

Feb-05

UTI Bank appointed by Government of Karnataka as the sole banker for the
Bangalore One (B1) project

Feb-05

UTI Bank launches a powerful version of Kisan Credit Card

Jan-05

UTI Bank ties up with Remit2India to launch the Remittance Card

Mar-04

UTI Bank enables premium payment of LIC policies through its ATMs.

Feb-04

Bilateral arrangement between State Bank of India (and its 7 associate

member banks) and UTI Bank. comes into force with the commencement of
operations (as on 3rd February '04) of the combined network of over 4000
ATMs

Feb-04

UTI Bank (by pursuing a proactive strategy of forging bilateral agreements

and being a progressive player in the multi-lateral consortiums for shared
ATM network) offers its customers access to over 7000 ATMs across the
country - the largest to be offered by any bank in India so far.

Dec-03

Bank inaugurated its ATM at Thegu near the Nathula Pass in Sikkim. This
ATM is at the highest altitude in India.

Sep-03

The Bank's ATMs across the country crosses the thousand mark

Sep-03

Bank launches the Travel Currency Card.

Aug-03

The Bank's Debit Card crosses the one million mark.

Aug-03

Total Advances cross Rs 7,000 Crore.

May-03

Bank declares a net profit of Rs 192.18 crores for FY03, a growth of 43%
over the previous year

Mar-03

Bank signs Agreement with Employees Provident Fund Organization (EPFO)

for disbursement of Pension

Mar-03

Bank crosses the 800 ATM mark

Mar-03

The Bank issues 3,83,62,834 fully paid up equity shares totaling to Rs. 164.00
crores, through a

Mar-03

Preferential offer to Life Insurance Corporation of India (now constituting

13.54% of

Mar-03

the Bank's expanded equity), Citicorp Banking Corporation, Bahrain (holding

3.84%), Chris Capital I,

Mar-03

LLC, Mauritius (holding 3.84%) and Karur Vysya Bank Ltd.(constituting

1.00%) The Bank also

Mar-03

Increases the authorized share capital of the Bank from Rs. 230 crores to Rs.
300 crores.

Feb-03

Bank, in a pioneering move, launches the AT PAR Cheque facility, free of

cost, for all its Savings Bank customers.

Feb-03

Bank wins mandate to set up 14 ATMs at the Western Railway stations along
the Mumbai division.

Oct-02

Bank launches Corporate iConnect? - the Internet Banking facility for

Corporate

Aug-02

Bank signs MoU with BSNL regarding bill collection services across the
country through both online and offline channels.

Apr-02

Bank opens its 500th ATM

Mar-02

Deposits Cross Rs.12, 000 Crore

Jan-02

The Bank's 100th branch opens at Tuticorin, Tamilnadu

Jan-02

The Bank opens an ATM at the Gol Dak-Khana, i.e. the New Delhi GPO,
making it the first instance of a commercial bank setting up an ATM at any
post-office in the country.

Dec-01

Total Advances cross Rs 5,000 Crore

Nov-01

The deposit base for the Bank crosses Rs. 10,000 Crore

Sep-01

Private placement of 26% stake in the Bank to CDC Capital Partners. UTI
holding reduces to 44.88%

Aug-01

Bank signs MoU with India Post for introducing value added financial
products and services to customers of both organizations, including setting up
of UTI Bank ATMs in post offices.

July-01

Bank ties up with Govt of Andhra Pradesh for collection of commercial tax

Dec-00

Bank opens its 200th ATM. It becomes the 2nd largest ATM network in the
country, a position held even today.

Oct-00

Bank becomes fully networked

July-00

E-commerce initiatives announced

July-00

Financial Advisory Services offered beginning with marketing of US 64

Apr-00

UTI Bank calls off its proposed merger with Global Trust Bank and surges
ahead on its own.

Apr-00

Bank launches its Internet banking module, iConnect Retail loans introduced
for the first time by the Bank

Mar-00

Profits cross Rs 50 crore mark for the first time.

Feb-00

Bank adopts Finacle software from Infosys for core banking

Jan-00

Dr.P.J Nayak takes over as Chairman and Managing Director from Shri
Supriya Gupta.

Sep-99

Cash management services (CMS) launched, Co branded credit card launched

Mar-99

Deposits cross Rs.3000 crores

Sep-98

UTI Bank goes public with a Rs. 71 crore public issue; Issue over-subscribed
1.2 times, over 1 lakh retail investors. UTI holding reduces to 60.85%

Jun-96

Crosses Rs.1000 crore deposit mark

Mar-95

Completes first profitable year in operation

Apr-94

First branch of UTI Bank inaugurated at Ahmedabad by Dr. Manmohan

Singh, Hon'ble Finance Minister, Government of India.

Dec-93

UTI Bank comes into being

Dec-93

Registered office at Ahmedabad; Head office at Mumbai

1.3 PROBLEMS OF THE ORGANIZATION

These are some of the problems resulting in customers
switching to other banks

Location/working time

Wait for service

Unresponsive

Reluctant response

Cut-throat competition

Business obligations

Lack of knowledge among customers about various banking concepts.

Lack of knowledge among customers about various benefits

Less branches and ATMs

Not providing service at promised time

1.4 COMPETITION INFORMATION

COMPETETIORS
1.
2.
3.
4.

ICICI Bank Ltd.

HDFC Bank Ltd.
AXIS BANK
KOTAK MAHINDRA

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:-

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.

PUNJAB NATIONAL BANK

The oldest bank in existing in india is the Punjab National bank,a government owned banktha
traces its origins back to june 1806 & that is the second largest commercial bank in the
country.

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

Kotak Mahindra 755.60

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

ING Vysya Bank 306.80

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

1.5 S.W.O.T ANALYSIS OF THE ORGANIZATION

STRENGTH
SUPPORT OF VARIOUS PROMOTERS

Interest

 HIGH LEVEL OF SERVICES

KNOWLEDGE OF INDIAN MARKET

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

FROM VARIOUS COMPETITORS

FOREIGN BANK

GOVT. BANKS

FUTURE MARKET TRENDS

CHAPTER 2 - OBJECTIVE AND METHODOLOGY

2.1 SIGNIFICANCE OF THE PROJECT

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

MANAGERIAL USEFULNESS OF THE STUDY

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-

It enhances the satisfaction level of the customers.

Helps in capturing more market and customers with better services.
Lower the cost without compromising with quality.
Increased level of growth.
All these benefits are offered to the bank at no cost and pain to its managers.

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)

All are selected randomly.

Non-probability sample: a non-probability sample is an arbitrary grouping that limits the use
of some statistical tests. It is not selected randomly.
-convenience sample: readily available
-quota sample: maintain representation

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:-

Primary Sources: Questionnaire

Secondary sources: books, journals, internet sites.

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.

CHAPTER 3 - CON CEPTUAL DISCUSSION

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.

Customer satisfaction in relation to axis bank

Online Fund Transfer

Facility available of cash deposit for inter or intra branch Banking and cash
withdrawal
Free cheque book
Payable at par cheque book facility
Phone banking facility
Instant alert facility

 Free pay orders/ demand draft

Monthly statement
Availability of loan
Working timing of the bank

Customer service in Banking Operations

Cheque Drop Box Facility
RBI's Committee on Procedures and Performance Audit on Public Services have
recommended that both the drop box facility and the facility for acknowledgement of the
cheques at the regular collection counters should be available to customers and no branch
should refuse to give an acknowledgement if the customer tenders the cheques at the
counters.
Issue of Cheque Books: The Committee has observed that some banks do not allow
depositors to collect their cheque book at the branch but insist on dispatching the cheque
book by courier to the depositor. Further, it is stated by the Committee that the depositor is
forced to sign a declaration that a dispatch by the courier is at the depositor's risk and
consequence and that the depositor shall not hold the bank liable in any manner whatsoever
in respect of such dispatch of cheque book. Committee has observed this as an unfair practice
and advised banks to refrain from obtaining such undertakings from depositors. Banks should
also ensure that cheque books are delivered over the counters on request to the depositors or
his
authorized
representative.

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.

Traditional banking activities: Banks act as payment agents by conducting checking or

current accounts for customers, paying cheques drawn by customers on the bank, and
collecting cheques deposited to customers' current accounts. Banks also enable customer
payments via other payment methods such as telegraphic transfer, EFTPOS, and ATM. Banks
borrow money by accepting funds deposited on current accounts, by accepting term deposits,
and by issuing debt securities such as banknotes and bonds. Banks lend money by making
advances to customers on current accounts, by making installment loans, and by investing in
marketable debt securities and other forms of money lending. Banks provide almost all
payment services, and a bank account is considered indispensable by most businesses,
individuals and governments. Non-banks that provide payment services such as remittance
companies are not normally considered an adequate substitute for having a bank account.
Banks borrow most funds from households and non-financial businesses, and lend most funds
to households and non-financial businesses, but non-bank lenders provide a significant and in
many cases adequate substitute for bank loans, and money market funds, cash management
trusts and other non-bank financial institutions in many cases provide an adequate substitute
to banks for lending savings to
Accounting for bank accounts
Bank statements are accounting records produced by banks under the various accounting
standards of the world. Under GAAP and IFRS there are two kinds of accounts: debit and
credit. Credit accounts are Revenue, Equity and Liabilities. Debit Accounts are Assets and
Expenses. This means you credit a credit account to increase its balance, and you debit a
debit account to increase its balance.[7]This also means you debit your savings account every
time you deposit money into it (and the account is normally in deficit), while you credit your
credit card account every time you spend money from it (and the account is normally in
credit).However, if you read your bank statement, it will say the oppositethat you credit
your account when you deposit money, and you debit it when you withdraw funds. If you
have cash in your account, you have a positive (or credit) balance; if you are overdrawn, you
have a negative (or deficit) balance. The reason for this is that the bank, and not you, has
produced the bank statement. Your savings might be your assets, but the bank's liability, so
they are credit accounts (which should have a positive balance). Conversely, your loans are
your liabilities but the bank's assets, so they are debit accounts (which should have a also
have a positive balance).Where bank transactions, balances, credits and debits are discussed
below, they are done so from the viewpoint of the account holderwhich is traditionally
what most people are used to seeing.

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

o Zero Balance Savings Account

o Krishi Savings Account
o EasyAccess Savings Account
o Prime Savings Account
o Corporate Salary Account
o Women's Savings Account
o Demat Account
o Senior Citizen's Account
o Defence salary Account
o Trust/NGO Savings Account
o RFC(D) Account
o Azzadi - No Frills
o Pension Savings Account

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

Life Insurance Products

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

Safe Home Plus

o Travel Companion
o Critical Illness
o Business advantage

Payments
o Bill Pay
o Electronic Clearing Service
o Tax Payments

Tax e-Payments

Direct Tax Payments

Pension Disbursement

Other Services
o Mobile Refill
o Locker
o Online Shopping
o IPOSmart
o E-Statement

CORPORATE BANKING

Following services are offered by Axis Bank under 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

o Shipping and Maritime Current Account

o Inland Road Transport Current Account
o Travel, Tourism and Hospitality Current Account
o Local Current Account
o Current Account for Pharma
o Cash Management Current Account
o Current Account for Chartered Accountants

Credit
o Large Corporates

Working Capital Finance

Term Loans

Trade Services

Structured Finance

Supply Chain Management

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

Cash Management Services

o Payment Solutions
o Collection Solutions

Govt. Business
o Authorisation
o Direct Tax Payment
o Indirect Tax Payment

o State Tax Payment

o Pension Disbursement
o Other Services
o e-Payments
o e-Governance Tie-ups
o Online Tax Payment
o New Pension System (NPS)

NRI

Axis Bank offers following services for the NRIs

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

Following services are offered under this category:

Accounts
o Resident
o NRI

Deposits
o Fixed Deposits
o Recurring Deposits
o Encash 24

Loans
o Home Loan
o Personal Loan

o Loan Against Property

o Loan Against Security
o Car Loan
o Study Power
o Consumer Power

Cards
o Priority Debit Card
o Credit Cards

Platinum Credit Card

Gold Plus Credit Card

Gold Credit Card

Silver Credit Card

Secured Credit Card

eShop Card

o Travel Currency Card

o Remittance Card
o Gift 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

Direct Tax Payments

Pension Disbursement

Remittances
o SWIFT
o Partner Banks

Other Services
o Mobile Refill
o Locker
o Online Shopping

24 X 7 BANKING

Following services are offered under 24 x 7 Banking:

Internet Banking

Mobile Banking

o Savings Account
o NRI Account
o Current Account

Phone Banking

Visa Money Transfer

Power Transfer

ATM

CHAPTER 4 - DATA ANALYSIS

EASY TO ACCESS ACCOUNT

45%

40%

40%

40%

35%
%

30%

B
A
S
I
S

25%

Series 1

20%
15%

10%

10%
5%
0%

EXEC

GOOD

AVERAGE

NEED IMP.

The Account Is An Endeavour 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.

MOST OF THE CUSTOMERS FEEL THAT ITS EASY TO ACCESS ONES

ACCOUNT AT THE AXIS BANK.
10% Customers Are More Than Satisfied With Ease Of Accessibility Of
Account.
40% Customers Are Saying That Its good.
40% Say that its Average and10% Customers Are Not Satisfied.

PRIMARY SAVING ACCOUNT

45%

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.

Rest 10% are not satisfied.

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.

Its Corporate Salary Power Offering is designed to offer payroll solutions

through in a 24 X 7 environment
MOST OF THE CUSTOMERS ARE HAPPY WITH SALARY ACCOUNT.
20% CUSTOMERS ARE MORE THAN SATISFIED WITH SALARY
ACCOUNT.
50% CUSTOMERS ARE FEELING GOOD.
25% CUSTOMERS ARE FEELING AVERAGE.
5%CUSTOMERS ARE NOT FEELING GOOD.

WOMEN'S SAVING ACCOUNT

45%
40%

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.

PENSION SAVING ACCOUNT

60%
50%

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.

TAX SAVING FIXED DEPOSIT

45%
40%
35%
30%
%

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.

Axis Bank now permits submission of delivery instructions in electronic form

using Internet based service called Speed-e. Physical delivery instructions need
not be submitted in case you are submitting the instructions on Speed-e.
20% are feeling excellent,
30% are feeling good,
40% has average liking and 10% feel that its poor.

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%

Axis Bank's Study Power aims to provide financial support to deserving

students for pursuing higher professional or technical education in India and
abroad. The loan would be provided to students who have obtained admission to
career-oriented courses eg, medicine, engineering, management etc., either at
the graduate or post-graduate level.
20% feel excellent,
30% feels good,
40% feels average and 10% says that it needs improvement.

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.

MAX LIFE POLICY

60%
50%
%
B
A
S
I
S

40%
Series 1
30%
50%
20%
30%
10%
10%

10%

0%
EXEC

GOOD

AVERAGE

10% calls it excellent,

30% say it well,
50% are not aware and 10% are felling not satisfied.

NEED IMP.

CHEQUE COLLECTION 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

NEED IMP.

Cheque collection policies are satisfactory for customers.

20% find it excellent,
40% are satisfied,
30% are fine and 10% are unhappy.

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

Customers always want more, they are not completely satisfied.

5% feel excellent,
40% feel well,
40% are with average and rest 15% are unhappy zone.

NEED IMP.

FEEL OF THE BRANCHES & ATM'S

60%
50%
%
B
A
S
I
S

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.

QUALITY OF ALTERNATE CHANNELS

50%
45%
40%
%
B
A
S
I
S

35%
30%

Series 1

25%

45%

20%
15%
10%
5%

30%
15%

10%

0%
EXEC

GOOD

AVERAGE

NEED IMP.

Alternate channels of the banks are ATM channel, Internet banking

channel, Mobile banking channel.
The quality is not too good according to the customers.
15% are feeling excellent,
30% calls it good,
45% are fine and 10% calls it poor.

OVER ALL IMPRESSION OF THE BANK

50%
45%
40%
%
B
A
S
I
S

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

FINDING AND RECOMMENDATIONS

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.

And finally we could say that:

Axis bank has developed manifold in short period of time due to facilities and services
provided to their customer and this growth rate can be keep it up if they start to go in semiurban areas. In last couple of years they have opened new many branches and they should
open many more. The working staff is very co-operative in nature and due to that the bank
will also get good benefit. Axis Bank has provided their customer Net-banking facilities and

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

On the basis of finding and analyzing the research recommended

Following suggestion:
New and different product should be launched to attract more customers

Response given by some customers should be taken care of and steps should
be taken on the same.

More interactive meeting at top level or events should be arranged so more

customers could come in contact.

More branch in state should be opened so that more people can have the
service

Customer service should be improved.

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

To eliminate the dissatisfaction of customer community and product demand

are send to the customer in proper time period.

To eliminate the dissatisfaction proper workshop and awareness programs like

campaigning are helpful and held on the client.

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

Equity share capital

405.17

359.01

357.71

281.63

278.69

Share application money

0.17

1.21

2.19

13.44

Preference share capital

Reserves & surplus

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

Less : revaluation reserve

Less : accumulated depreciation

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

Current assets, loans & advances

3,901.06

3,745.15

2,784.51

1,892.07

1,679.98

Less : current liabilities & provisions

6,133.46

9,947.67

7,556.90

5,873.80

4,051.03

Total net current assets

-2,232.40

-6,202.52

-4,772.38

-3,981.73

-2,371.05

Miscellaneous expenses not written

Total

54,964.83

41,200.72

29,855.5
7

23,588.6
2

19,724.0
2

Book value of unquoted investments

Market value of quoted investments

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

Net current assets

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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