Draft Project

8/3/2019 Draft Project

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Methodology

The methodology used in my project included thefollowing:-

Face to Face Interaction – A short interaction wasdone by me with an employee of the Axis Bank,PAltan Bazar branch, where I gathered informationregarding the service offered by the bank to its

valued customers and discussed on how to makemy project more informative and accurate.

Questionnaire - A Questionnaire was prepared byme to get the feedback of some of the Axis bankcustomers of the same branch so as to knowwhether how much they were satisfied by theservices provided by the bank.

Referring to publications and other relatedsources – Internet was a great support to me to findout some of the information regarding the projectand also the news paper as well as it updated meby the recent happenings in the banking sector during the course of my project.

Personal Observation - As my family members arealso the customers of the same bank so it was easyto personally observe the quality of service providedby the bank as I also occasionally visited the bankwith them.



Preface

This project aims to get an idea about the

efficiency in the working of the local branch of

the Axis Bank. It aims to find out the quality of

services provided by the bank to its customers.

Primarily, this project is conducted to know how

satisfied the customers are with the services

provided by the Axis Bank and weather this

bank to the other private bank is their preference

or not.



PART – I

HISTORY OF INDIAN BANKING

BANKS

TYPES OF BANKS





Phase - I

The General Bank of India was set up in the year 1786. Next cameBank of Hindustan and Bengal Bank. The East India Companyestablished Bank of Bengal (1809), Bank of Bombay (1840) andBank of Madras (1843) as independent units and called it PresidencyBanks. These three banks were amalgamated in 1920 and ImperialBank of India was established which started as private shareholdersbanks, mostly Europeans shareholders.

In 1865 Allahabad Bank was established and first time exclusively byIndians, Punjab National Bank Ltd. was set up in 1894 withheadquarters at Lahore. Between 1906 and 1913, Bank of India,Central Bank of India, Bank of Baroda, Canara Bank, Indian Bank,and Bank of Mysore were set up. Reserve Bank of India came in1935.

During the first phase the growth was very slow and banks alsoexperienced periodic failures between 1913 and 1948. There wereapproximately 1100 banks, mostly small. To streamline thefunctioning and activities of commercial banks, the Government of India came up with The Banking Companies Act, 1949 which waslater changed to Banking Regulation Act 1949 as per amending Actof 1965 (Act No. 23 of 1965). Reserve Bank of India was vested with

extensive powers for the supervision of banking in india as theCentral Banking Authority.

During those days public has lesser confidence in the banks. As anaftermath deposit mobilisation was slow. Abreast of it the savingsbank facility provided by the Postal department was comparativelysafer. Moreover, funds were largely given to traders.





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

Phase - III

This phase has introduced many more products and facilitiesin the banking sector in its reforms measure. In 1991, under

the chairmanship of M Narasimham, a committee was set upby his name which worked for the liberalisation of bankingpractices.

The country is flooded with foreign banks and their ATMstations. Efforts are being put to give a satisfactory serviceto customers. Phone banking and net banking is introduced.

The entire system became more convenient and swift. Timeis given more importance than money.

The financial system of India has shown a great deal of resilience. It is sheltered from any crisis triggered by anyexternal macroeconomics shock as other East AsianCountries suffered. This is all due to a flexible exchange rate

regime, the foreign reserves are high, the capital account isnot yet fully convertible, and banks and their customers havelimited foreign exchange exposure.



BANK

A bank is a financial intermediary that accepts deposits and

channels those deposits into lending activities, either directlyor through capital markets. A bank connects customers withcapital deficits to customers with capital surpluses.

Banking is generally a highly regulated industry, andgovernment restrictions on financial activities by banks havevaried over time and location. The current set of global bank

capital standards are called Basel II. In some countries suchas Germany, banks have historically owned major stakes inindustrial corporations while in other countries such as theUnited States banks are prohibited from owning non-financial companies. In Japan, banks are usually the nexusof a cross-share holding entity known as the keiretsu. InIceland banks had very light regulation prior to the 2008collapse.

The oldest bank still in existence is Monte dei Paschi diSiena, headquartered in Siena, Italy, and has beenoperating continuously since 1472.



TYPES OF BANKS

Banks can be classified into the following:

1. Commercial banks – Commercial banks are institutionsdealing in money. These are governed by Indian BankingRegulation Act 1949.

2. Cooperative banks – Cooperative Banks are governed by theprovisions of State Cooperative Societies Act and meantessentially for providing cheap credit to their members. It is animportant source of rural credit.

3. Specialised banks – Specialised Banks are foreign exchangebanks, industrial banks, development banks, export-importbanks catering to specific needs of these unique activities.These banks provide financial aid to industries, heavy turnkeyprojects and foreign trade.

4. Central bank – The central bank of any country supervisescontrols and regulates the activities of all the commercial banksof that country. It also acts as a government banker. It controlsand coordinates currency and credit policies of any country.The RESERVE BANK OF INDIA is the central bank of India.



TYPES OF COMMERCIAL BANKS IN INDIA

Commercial Banks in India are broadly categorized into ScheduledCommercial Banks and Unscheduled Commercial Banks. TheScheduled Commercial Banks have been listed under the SecondSchedule of the Reserve Bank of India Act, 1934. The selectionmeasure for listing a bank under the Second Schedule was providedin section 42 (60 of the Reserve Bank of India Act, 1934.

Activities of Commercial Banks

The modern Commercial Banks in India cater to the financial needsof different sectors. The main functions of the commercial bankscomprise:

Transfer of funds

Acceptance of deposits

Offering those deposits as loans for the establishment of industries

Purchase of houses, equipments, capital investment purposes

etc.

The banks are allowed to act as trustees. On account of theknowledge of the financial market of India the financialcompanies are attracted towards them to act as trustees to takethe responsibility of the security for the financial instrument likea debenture.

The Indian Government presently hires the commercial banks for various purposes like tax collection and refunds, payment of pensions etc.

"Scheduled banks in India" means the State Bank of India constitutedunder the State Bank of India Act, 1955 (23 of 1955), a subsidiarybank as defined in the State Bank of India (Subsidiary Banks) Act,



1959 (38 of 1959), a corresponding new bank constituted under section 3 of the Banking Companies (Acquisition and Transfer of Undertakings) Act, 1970 (5 of 1970), or under section 3 of theBanking Companies (Acquisition and Transfer of Undertakings) Act,

1980 (40 of 1980), or any other bank being a bank included in theSecond Schedule to the Reserve Bank of India Act, 1934 (2 of 1934),but does not include a co-operative bank".

"Non-scheduled bank in India" means a banking company as definedin clause (c) of section 5 of the Banking Regulation Act, 1949 (10 of 1949), which is not a scheduled bank".

The following are the Scheduled Banks in India (PublicSector):

1 State Bank of India

2 State Bank of Bikaner and Jaipur

3 State Bank of Hyderabad

4 State Bank of Indore

5 State Bank of Mysore

6 State Bank of Saurashtra

7 State Bank of Travancore

8 Andhra Bank

9 Allahabad Bank

10 Bank of Baroda

11 Bank of India

12 Bank of Maharashtra

13 Canara Bank

14 Central Bank of India

15 Corporation Bank

16 Dena Bank

17 Indian Overseas Bank

18 Indian Bank

19 Oriental Bank of Commerce

20 Punjab National Bank

21 Punjab and Sind Bank

22 Syndicate Bank



23 Union Bank of India

24 United Bank of India

25 UCO Bank

26 Vijaya Bank

The following are the Scheduled Banks in India (PrivateSector):

1 ING Vysya Bank Ltd

2 Axis Bank Ltd

3 Indusind Bank Ltd

4 ICICI Bank Ltd

5 South Indian Bank

6 HDFC Bank Ltd

7 Centurion Bank Ltd

8 Bank of Punjab Ltd

9 IDBI Bank Ltd

10 Jammu & Kashmir Bank Ltd.

The following are the Scheduled Foreign Banks in India:

1 American Express Bank Ltd.

2 ANZ Gridlays Bank Plc.

3 Bank of America NT & SA

4 Bank of Tokyo Ltd.

5 Banquc Nationale de Paris

6 Barclays Bank Plc7 Citi Bank N.C.

8 Deutsche Bank A.G.

9 Hongkong and Shanghai Banking Corporation

10 Standard Chartered Bank.

11 The Chase Manhattan Bank Ltd.

12 Dresdner Bank AG.



PART – II

ABOUT AXIS BANK

SERVICES PROVIDED BY THE BANK

TYPES OF ACCOUNTS

AXISDIRECT - AN ONLINE TRADING PLATFORM



ABOUT AXIS BANK

Axis Bank was the first of the new private banks to have begunoperations in 1994, after the Government of India allowed newprivate banks to be established. The Bank was promoted jointly bythe Administrator of the specified undertaking of the Unit Trust of India (UTI - I), Life Insurance Corporation of India (LIC) and GeneralInsurance Corporation of India (GIC) and other four PSU insurance

companies, i.e. National Insurance Company Ltd., The New IndiaAssurance Company Ltd., The Oriental Insurance Company Ltd. andUnited India Insurance Company Ltd.

The Bank as on 31st December, 2010 is capitalized to the extent of Rs. 409.90 crores with the public holding (other than promoters andGDRs) at 53.62%.

The Bank's Registered Office is at Ahmedabad and its Central Office

is located at Mumbai. The Bank has a very wide network of morethan 1281 branches (including 169 Service Branches/CPCs as on31st December, 2010). The Bank has a network of over 5303 ATMs(as on 31st December, 2010) providing 24 hrs a day bankingconvenience to its customers. This is one of the largest ATMnetworks in the country.

The Bank has strengths in both retail and corporate banking and iscommitted to adopting the best industry practices internationally inorder to achieve excellence.

Vision 2015 and Core Values

To be the preferred financial solutions provider excelling in customer delivery through insight, empowered employees and smart use of technology

Core Values:



Customer Centricity

Ethics

Transparency

Teamwork

Ownership

SERVICES PROVIDED BY THE BANK

Savings Accountso Domestic Account

o Priority Account

o Non Resident

Current Accountso Current Deposit Account

o Cash Credit Account

Lockers

Drafts

Pay orders

TT

EFT

Outstation cheque collection

NEFT money transfer

RTGS money transfer

ECS

Loanso Loan against propertyo Loan against shares

o Loan against security

o Education Loan

o Personal Loan and Car Loan (The above twomentioned Loan service is withdrawn for thetime being. The Bank plans to re-introduce the



above two mentioned Loan in the nextfinancial year.)

Credit Cards

Debit cards

Foreign Exchange

AxisDirect, an online trading platform

Types of Accounts in the Axis Bank

Current Accounts :

Normal Current Account : gives its customers the optimumvalue for their money. At Monthly Average Balance (MAB) of Rs. 10,000*, this account takes them into an all-new world of banking.

Business Advantage Account : As business growth gainsmomentum, banking requirements begin to diversifyincreasingly. To cater to diversified banking needs, BusinessAdvantage Account which comes with a host of privilegeswhile requiring you to maintain Rs. 25,000 as MonthlyAverage Balance.

Business Select Account : This unique current account isthe first of its kind which has both flexibility and fungibility of free limits as its core feature. The Monthly Average Balancerequirement shall be Rs 50,000.

Business Classic Account : Business Classic Accountfrom Axis Bank helps you co-ordinate your finances perfectlywith total control on your funds. So enjoy the power. All at aMonthly Average Balance of Rs 1 Lac.



Business Privilege Account : Enjoy the host of privilegeswith Business Privilege Account by maintain Rs 5 Lacsmonthly average balance, opt for the great facilities on offer

with this account.

Features of Current Accounts

Home Branch Cash Deposit Facility

Inter Branch Cash Deposit Facility

Deposit cash at a remote branch for instant credit intoyour account.

Non-Cash Services

Anywhere Banking, DD & PO transactions

Intercity Cash Withdrawal Facility

Cash withdrawal at a remote branch.

Fund Transfer Completely free Funds Transfer & local

cheque collection and payments across Axis Banklocations all over the country.

Other ancillary services

Mobile Alerts



ATM cum International Business Debit Card

Phone Banking

Corporate iConnect

Daily free account statements through e-mail

SAVINGS ACCOUNTS

Easy Access Savings Account

The account is an endeavor by the Bank to understand theconsumers' needs and redefine banking to suit their requirements for a truly comfortable banking experience. Easy Access SavingsAccount gives its customers instant access to their money anywhere,anytime. Possessing a range of unmatched features, it has beendevised to better suit the convenience of their eclectic client base.

It’s customers can avail of all these services with a minimumquarterly average balance of Rs. 5,000 in metro or urban centers, Rs.2,500 in semi urban centers and Rs. 1,000 in rural centers.

At-par cheque

ATM Network

Anywhere Banking

Telebanking

IConnect

SMS Banking

Quarterly account statement

Quarterly interest @ 3.5 % per annum



Free monthly e-statement.

Prime Savings Account

Axis Bank has always strived to pace their products with the growingneeds of the customers. The Prime Savings account has thereforebeen created with the customer’s specific financial requirements inmind. Wider accessibility

As a Prime Savings account holder, one enjoy access to a widenetwork of over 1000 branches and one of the largest ATM networks(4055 ATMs as on 31st March 2009) in India giving you easy accessto your account from almost any corner of the country.

Greater convenience - To simplify daily banking, Prime Savingsaccount comes with an international photo-signature Debit Card.This unique card comes with withdrawal limit of Rs. 40,000 per day, facilitating transfer of funds, deposits of cash/cheques andpayment of insurance premium (LIC).

The Debit Card also comes with a comprehensive insurancecover inclusive of zero lost card liability, purchase protection andpersonal accident insurance up to Rs. 2 Lacs. [To keep your

personal accident insurance cover activated, you should havemade a purchase transaction in 365 days prior to the day of theincident & should have maintained an average quarterly balanceof Rs 5,000 (urban & metropolitan branches) or Rs 2,500 (rural& semi-urban branches) as the case may be in the two quartersbefore the date of the incident.]

More comfort - Through our 24 hr Internet Banking and TeleBanking services, you can enjoy the ease of banking from home

or office. Through these comprehensive services, you canaccess a range of facilities including online funds transfer,requests for a new cheque book, Financial Advisory Services(FAS), online shopping and information on mutual funds.

Enhanced privileges - The Prime Savings Account eases your banking experience by providing you a passbook and monthlystatement of account to keep you updated on all your transactions and assist you better in managing your finances.



Added Speed - Through the 'At Par' cheque facility, you havethe unique advantage to EnCash your cheques as a localcheque at more than 330 centres where the bank has a

presence at no extra cost. In addition the account enables you toissue cheques without any limit, which will be treated as 'At Par'across these locations.

You can avail of all these services with a minimum averagebalance of Rs 25,000 in metro/urban/semi-urban centers and Rs10,000 in rural centers.

Pension Savings Account

Pension Savings Bank Account, from Axis Bank isspecifically, designed for Pensioner's (Existing &Prospective) of Central Govt. Civil Ministries/ Departments &

Defence Ministry keeping in mind the fact that a Pensioner'sbanking requirements are wholly different and requirespecial consideration.

Benefits

Timely communication to the customer on receipt of thePPO

No delays in commencement of pension disbursals -

The Bank is handling the disbursement of Pensionunder a Centralised Pension Disbursement Modulewherein the Pensioner records are credited centrallythrough its Centralised Pension Payment Hub (CCPH)at Mumbai.

Timely issue of Form- 16A for tax deducted at source inthe immediately previous financial year



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

Note

The Bank is authorised by RBI and Central PensionAccounting Office (CPAO) for disbursement of Central Civil Pension through its 218 authorisedbranches across the country.

The Bank is authorized by EPFO for disbursement of pension under the Employees Pension Scheme,1995 in all the branches.

Priority Account - Resident

We present to you Axis Bank - Priority. A service that would ensurenot only the highest level of Priority but also preferential treatment toselected customers like you.

Personalised Services

Relationship Team

You will enjoy access to Relationship Team who will beyour point of contact at branch for all your bankingtransactions thus ensuring that you would neither have tomove from one counter to the other nor stand in queues toawait your turn.

Preferred recognition across branches

Complimentary three Zero Balance Priority accounts in familyrelationship

Personalized cheque book with unlimited at-par facilities*

Access to exclusive Premium Space , Premium Branches &Lounges *

Invitation to events

Annual Gifts



Priority Platinum Debit Card

Complimentary Exclusive Platinum Debit Card Enhanced ATM Withdrawal limit of Rs. 1 Lac Higher Transaction limit (POS) limit of Rs.1.5 Lacs Enhanced Personal Accident Insurance Cover of Rs. 5 Lacs

Exclusive benefits on Dining, Health, Personal Care ,Apparels,Jewellery ,Services & Travel

Enhanced Lost Card liability Protection

Accelerated Reward Points

Zero Fuel Surcharge

Complimentary access to Airport Lounges at select Domestic &

International Airports in India

Convenience

Complimentary Anywhere Banking

Priority Processing of all requests

Free Mobile Banking

Free Internet Banking

Monthly Mutual Fund Navigator and Market Reports

Monthly e-statements

Consolidated physical quarterly statements

In house Quarterly lifestyle Magazine Priority Pages

Preferential Pricing

Complimentary Demat Account

Preferential lending solutions



Discounts On Travel Cards

Preferential rates on Forex services

Gold Bars at preferential rates

Services on Priority

Virtual Relationship Manger

Preferred recognition across all Axis Bank branches

Separate queue at CPU for account opening

Priority at Call centre

Flexible Eligibility Criteria

Eligibility Criteria (Individual)

Minimum Average Quarterly Balance in

SavingsRs. 2 lakhs

Client with Term deposit Relationship

Rs. 10 lakhs

& above

Client with Weighted deposits (Savings

Account,Current Account,Term Deposit)

(AND/OR)

Rs. 5 lakhs &

above



Investment in Mutal Fund & Life Insurance (with

minimum Rs.50,000 in Savings)

Eligibility Criteria (Family)

Family of 4 with Total Weighted Deposits

(Savings Account,Current Account,Term

Deposit)

Investment in Mutal Fund & Life Insurance (withminimum Rs. 1 lakh in Savings)

Rs.10 lakhs

& above

Fixed Deposits

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

Deposit Schemes

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



Automatic Rollover - As a Fixed Deposit holder, you canavail of the facility for automatic rollovers on maturity (for both the principal and interest). You can select this option inthe Account Opening Document (AOD). The options

available are:

Only the principal amount will be rolled over. Theinterest will be either credited to your designatedaccount or paid out.

Rollover Principal and Interest accrued in ReinvestmentDeposit :

These will rollover both the deposit and the interestaccrued for the same tenure at the interest rateapplicable on the maturity date.

On or before the maturity date, you can make thefollowing changes in the rollover instructions of thedeposit.

Change in tenure

Change in maturity instructions

Change in payment instructions

Change in principal (only reduced amount)

Change rollover of Principal to rollover of Principal +

Interest, or vice versa.

Withdrawals - All encasements or withdrawals of FixedDeposits can only be made at the branch where the depositwas booked.

Method of calculation of interest - For deposits withtenure 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. Intereston this amount is calculated every quarter. For deposits withtenure of below 6 months, interest is calculated at Simple

Interest. Please note that the period of Fixed Deposit isconsidered in number of days.

In the event the depositor chooses to receive the periodicinterest payments on a quarterly basis, interested iscalculated and paid on quarterly rests.

On premature withdrawal of the deposit, interest shall be

paid only for the period for which the deposit is maintainedwith the Bank and at the rate applicable for such period.

Tax at source is deducted as per the Income Tax regulationsprevalent from time to time.

AxisDirect, an online trading platform

Axis Bank the third largest private sector lender banklaunched Axis Direct, an online trading platform, marking itsforay into retail broking business. Axis Direct, a product of Axis Securities and Sales, which is a 100 per cent subsidiaryof the bank, and offers multiple options to the customers for trading in cash, derivatives, IPO segments on both the NSE

and BSE,.

The Axis Bank have partnered with TCS to develop thisplatform." to bring together the collective knowledge of TCSand Axis Bank in the capital markets space as well as latesttechnologies to give a very unique experience to customers."Axis Direct aims to simplify a customer's tradingexperience. The platform is designed to appeal to both



experienced traders and beginners/new traders alike byoffering them investment strategies in an integratedenvironment."

Axis Direct - Online Trading Simplified

Axis Direct brings an easy-to-use trading portal,www.axisdirect.in . Its intelligent and intuitive features keepall necessary information handy so that the customers don'thave to painstakingly browse multiple windows. Its sharp

research and analysis tools help customers take well-informed and timely decisions. The Axis Direct providessolutions to suit different investment needs and approaches.So whether the customer is a beginner, an avid investor or trader they get customised solutions, which match their specific needs.

Beginners

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

Investors

As an independent investor, its customers have access to all theresearch and trading facilities to execute trades at the click of abutton. Customers could be anywhere, anytime and still manage toplace their trades through the internet or by using 'Trade on Phonefacility'.

Traders

http://www.axisdirect.in/

http://www.axisdirect.in/



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

Key Features:

Single platform for multiple exchanges BSE & NSE (Cash &F&O)

Market Watch available on Single Screen

Multiple Charts with Tick by Tick Intraday and charting poweredwith various Studies

User can save his own defined screen as well as graphtemplate

User-defined alert settings for Stock Price trigger

Shortcut key for swift access to order placements & reports

The Axis Direct Advantage

Trade from Anywhere

With Axis Direct, research, analyse, and trade anywherethrough the website all from a single integrated window.Alternatively one can detach the unique order entry panel‘TradePassport’ and use it to trade securely from any

website that customers are researching from. They saveboth time and effort by being only a single-Click away fromtrade.

Independent Research

The customers are benefitted with investment ideas & tipsand access to in-house as well as best-in-class third party



research from leading names in the industry includingRecognia, The Screener, Reuters and more.

Trade on Phone

Customers can take advantage of market opportunitieswhen on the move or cannot access internet by just callingthe bank and then the bank will execute the trade basis ontheir instructions.

Powerful Tools

Customers can research stocks based on either pre-definedor customised parameters, both at the same time. They can

even set intelligent alerts, enabling them to take timelyaction on their portfolio even when they are not online.

Subsidiary of Axis Bank

Axis Direct is a brand from Axis Securities And SalesLimited, a 100% subsidiary of Axis Bank Ltd., India's BestBank - the choice of more than 10 million customers. AxisDirect has its foundations in the same philosophy and is

completely committed to providing you the same high levelsof service and trust.

AxisDirect Products

It is a full service broking house and distributor of primary issues,offering end-to-end trading solutions to their customers. With them,

one can trade in the Cash and Derivative segments through NSE andBSE. The bank offers its customers a product for every investmentneed of theirs

Cash - transact for delivery

Inter Settlement - You can sell shares out of your previous buytransactions, pending delivery



EnCash - Get funds the same day by selling stocks to meetyour emergency cash requirements

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

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

loss and get better leverage and limit your probable losses

Emargin - Buy on margin and square off the same day or within the next couple of days

Futures - Buy and Sell Futures Derivative contracts expiring indifferent months by paying a margin

Futures Intraday - Same day square off of Futures Derivativecontracts with low margins

Options - Buy Options Derivative contracts by just paying apremium or sell Options Derivative contracts by paying amargin

Collateral management - Deposit shares with us towardscollaterals and get additional margin trading limits

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

primary market issues

PART – III



• QUESTIONNARIE

• CONCLUSION

• PERSONAL OBSERVATION

• BIBLIOGRAPHY

Conclusion

Conclusion of the questionnaire :

01.

Age of the Respondent

A: Below 25 1

B: 25-35 3

C: 35-45 3

D: Above 45 3

02. Working Status of the Respondent

A: Businessman 8

B: Professional -

C: Employee 2



D: Others (please specify) -

03.

Since when you have been the customer of this Bank?

A: Below 3years 5

B: 3-5 Years 5

C: 5-10 Years -

D: Above 10 years -

04.

Is the staff helpful and prompt?

A: Yes 10

B: No -

05.

What type of account do you have in the Bank?

A: Current Account 08

B: Savings Account 06

C: Demat Account -

D: CC Account -

06.

Are the required transactions quick enough?

A: Yes 10

B: No -

07.

Does the bank have provisions for e-banking?

A: Yes 09

B: No 01

08.

Does the bank provide core banking services?

A: Yes 10

B: No -

09.

Are the service charges (Draft commission, Pay order commissionetc.) charged by them reasonable?

A: Yes 10

B: No -

10.

Do you prefer this bank over government banks?

A: Yes 08

B: No 02

11.

How would you rate the services provided by the bank?

A: Satisfactory 02

B: Good 04C: Excellent 04

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



The conclusion that can be drawn is that almost all thecustomers of Axis Bank are well satisfied with theservices provided by the Paltan Bazar branch as we cansee from the above table that cent percent customers

agree to the points that the transactions are quickenough and the staff of the Branch is helpful andprompt and responds politely to even their smallestquery and treat them as they are their most importantpersonal guest which lets them feel that they have apersonal touch with every staff of the Bank.

Moreover we can see that the bank is liked because of

all the services included in the commercial bankingsector is provided to its customers under one roof andcustomer do not have to visit the bank frequently for their banking transactions as the bank providesservices such as tele-banking, e-banking and mobilealerts regarding their Account balances and chequeclearance etc. Also the customers are also happy withthe rates which the Bank charges them for providing

supreme quality of service

Personal observation

According to me when I personally visited the bank Iwas very impressed by seeing the working environment

of the Bank. Everything there was well organized and

every instruction was very clear regarding the different

segments of the Bank. I was amazed to see the working

staff that was so much committed to their work and



moreover the way they handled each and every

customer as their own private guest and tried their level

best to satisfy the needs and demands of the

customers.

When I went there to collect the information regarding

my project, the entire staff was very helpful in providing

the best information they could.

From the information collected from the Bank authority,

Bank’s Internet site and by interviewing the bank

employees and customers, I thought it is important to

mention here that the Bank provides a bunch of

services and facilities with their highly qualified Bank

executives and other staffs who are really committed

towards their duties and services to their customers

that one can sit back home and do his day to day Bank

transactions easily without visiting the branch.

When we see the accolades earned by the bank duringthe years 2008-09 and 2009-10 when it was praised for

The Best Bank, Fastest Growing Large Bank, India’s

Most Consistent Bank, Best New Private Sector Bank,

The Best of Asia Pacific’s Biggest Company and

Customer’s Appreciation Award by some of the highly



reputed and leading organizations such as Business

Today, Business World, ET Intelligence Group, Forbes,

Talisma and NDTV Profit, it is clear that the bank truly

fulfill its promises and succeeds in maintaining its high

level of standards towards its customers and work and

stands up to its values, principles and commitments

towards its various stake holders.

The Bank was also ranked One by the Hindustan Times-

MaRS Survey for Overall Experience with Bank Staff,

Overall Branch Facilities and Experience with Bank

Statements.

BIBLIOGRAPHY

• STAFF AND EXECUTIVES OF AXIS BANK,PALTAN BAZAR BRANCH, GUWAHATI

• www.axisbank.com

http://www.axisbank.com/

http://www.axisbank.com/



• http://finance.indiamart.com/investment_in_in

dia/scheduled_commercial_banks.html

• www.asixdirect.com

• www.managementparadise.com

• www.googlesearch.com

http://finance.indiamart.com/investment_in_india/scheduled_commercial_banks.html


http://www.asixdirect.com/

http://www.managementparadise.com/

http://www.googlesearch.com/



http://www.asixdirect.com/

http://www.managementparadise.com/

http://www.googlesearch.com/

Documents

Draft Project