AXIS Final

ACKNOWLEDGEMENT
Behind every successful venture, there are some hands. I pay my all regards to all those people who were directly or indirectly with me for the encouragement and because of their immense help I could complete my project successfully. In my prior list, I would like to express my profound sense of the authorities of AXIS BANK Varanasi especially Mr. Ujjwal Kumar (Branch Head) and Mr Dhirendra Pratap Singh (Sale Manager) for providing me the platform and track for the purpose. In my prior list, I would like to express my profound sense of the authorities of Shri Ram Murti Smarak International B-School epically to Mr. Shyamal Gupta (Director), who is give me better efforts, Prof. Vandana Mishra for providing me better guidance. I would also thank all staff members for their valuable advice and guidance, which helped me to make this report purposeful.
ABHISHEK DAS MBA (PGDM) SRMS IBS
Shri Ram Murti Smarak International B-School
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DECLARATION
I hereby declare that the Project work entitled A comparative analysis of services of Axis Bank to Other Bank submitted by me for the Summer Internship during the Post Graduate Diploma in Management Program to Shri Ram Murti Smarak International Business School is my own original work and has not been submitted earlier either to SRMS IBS or to any other institution for the fulfillment of the requirement for any course of study. I also declare that no chapter of this manuscript in whole or in part is lifted and incorporated in this report from any earlier /other work done by me or other.
Place: Date:
Abhishek Das signature of student
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Contents
COMPANY PROFILE MISSION AND CORE VALUES SYSTEM OVERVIEW AT AXIS BANK MARKETING OVERVIEW AT AXIS BANK FINANCIAL OVERVIEW SWOT ANALYSIS OF AXIS BANK PRODUCT AND SERVICES METHODOLOGY ANALYSIS FINDINGS CONCLUSION SUGGESTIONS BIBLIOGRAPHY QUESTIONNAIRE
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COMPANY PROFILE
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Introduction of 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. The Bank has a very wide network of more than had a network of 1600 domestic branches and extension counters and at end of March 2012 there were 10,000 ATMs situated in 971 cities and town. Axis Bank was the first of the new private banks to have begun operations in 1994, after the Government of India allowed new private bank 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. As on the year ended 31 March 2011 the Bank had a total income of 198.26 billion (US$3.96 billion ) and a net profit of 33.44 billion (US$ 667.13 million).The Banks Registered Office is at Ahmedabad and its Central Office is located at Mumbai. The Bank has strengths in both retail and corporate
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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 Holder. 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 July. All the branches are fully computerized and networked through VAST. 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
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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 share 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 Indias pioneer mutual fund Unit Trust of India along with LIC, GIC and its four subsidiaries.
1999:
UTI Bank and Citi Bank have launched an international cobranded Credit card. UTI Bank and Citi Bank 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 `I Connect', its Internet banking Product. UTI Bank has signed a memorandum of understanding with equity master.com for e-broking activities of the
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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 companys website. Indian 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 SCHCILs customers and funding investors in public and rights issues. ICRA has upgraded the rating UTI Banks 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 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 percent at Rs366.25 crore.
2002:
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UTI Bank Ltd has informed BSE that shri BR Barwale has resigned as a Director of the Bank w.e.f January 2, 2002. A.C Shah, former chairman 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 bank 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 been appointed as an Additional Director (nominee of south As i a 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 GN Bajpai, Nominee Director of LIC has resigned as a Director of the Bank.
2002:
B Paranjpe & Abid Hussain ceases 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. NC Singhal former Vice chairman and Managing Director of SCICI were appointed as an Additional Director with immediate effect. ABN Amro, UTI Bank in pact to share ATM. UTI Bank Ltd has informed BSE
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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\Quater 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 banks 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: To appoint Mr. A T Pannir Selvam, former CMD of Union bank of Indian and prof. Jaynath Verma of the Indian Institute of
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Management, Ahmedabad as additional directors of the Bank with immediate effect. Further, Mr. Pannir Selvam 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. 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 dept recovery tribunal at Mumbai to recover Rs. 85cr in dues. UTI bank made an entry to the Food Credit Programmed; it has made an entry into the 59 cluster which in cludes private sector, public sector, old private sector and co-operative banks. Shri Ajeet Prassed, 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 Employees 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 BS Pandit, Nominee of the Administrator of the specified undertaking of the Unit Trust
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of India(UTI-I) has resigned as a director from the bank November 12,2003. UTI Bank unveils new ATM in Sikkim.
2004:
Comes out with Rs.500 mn Unsecured redeemable No n Convertible Debenture Issue, issue fully subscribed -UTI Bank Ltd has informed that Shri Ajeet Prasad, Nominee of the Administrator of the Specified Under taking 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 Shri ram 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 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
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branch network. UTI Bank launches its first satellite Retail Assets Centre (SRAC) in Kamataka at Mangalore.
2006:
UBL sets up branch in Jaipur. UTI Bank unveils priority banking lounge. Education is a powerful tool to break the relentless cycle of poverty and sets the foundation for a great future. Hence, when Axis Bank Foundation was founded in 2006, we decided to focus on providing education support to underprivileged children.
2007:
AXIS Bank Ltd has informed that consequent upon handing over charge as Administrator of the Specified Undertaking of the Unit Trust of India (SUUTI), Shri. S B Mathur, the Nominee Director of SUUTI has resigned as a Director of the Bank w.e.f. December 06, 2007. AXIS Bank Ltd has informed that Fitch Ratings on December 14, 2007, has upgraded the Bank's National Long-term rating to 'AAA (ind)' from' AA+(ind)'. AXIS Bank Ltd has appointed Shri K N Prithviraj as an Additional Director on the Board at Directors of the Bank. Company name has been changed from UTI Bank Ltd to Axis Bank Ltd.
2008:
Axis Bank launches Platinum Credit Card, India's first EMV chip based card. Axis Bank set up its branch at Ilanji at Meenakshi Nagar on the Coutralam-Madurai road on April 16.
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2009:
Axis Bank today said its board has recommended the appointment of Shikha Sharma, currently chief of ICICI group's life insurance business, as its next managing director and CEO. Axis Bank, on Wednesday entered into a strategic alliance with Motilal Oswal, the financial services firm, in order to facilitate the online trading for the bank's customers. Axis Bank Ltd has informed that the Board of Directors of the Bank at its meeting held on June 01, 2009, inducted Smt. Shikha Sharma as an Additional Director of the Bank. Axis bank has received final clearance from the Securities and Exchange Board of India (SEBI) to begin its mutual fund operations and will launch debt and equity schemes soon whereas IDBI Bank is awaiting the regulator's permit for an entry.
2010:
Axis Bank announced the launch of 'AXIS CALL & PAY on atom', a unique mobile payments solution using Axis Bank debit cards. Axis Bank is the first bank in the country to provide a secure debit card-based payment service over IVR.
Management of Axis Bank Promoters:

Axis Bank Ltd. has been promoted by the largest and the best Financial Institution of the country, UTI. The Bank was set up with a capital of Rs. 115 crore, \with UTI contributing Rs. 100 Crore, LIC -
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Rs.7.5 Crore and GIC and its four subsidiaries contributing Rs.1.5 Crore each SUUTI- Shareholding 27.02% Erstwhile Unit Trust of India was setup as a body corporate under the UTI Act, 1963, with a view to encourage savings and investment . In December 2002, the UTI Act, 1963 was repealed with the passage of Unit Trust of India (Transfer of Undertaking and Repeal) Act, 2002 by the Parliament, paving the way for the bifurcation of UTI into 2 entities, UTI-I and UTI-II with effect from 1st February 2003. In accordance with the Act, the Under taking specified as UTI I has been transferred and vested in the Administrator of the specified Undertaking of the Unit Trust of India (SUUTI), who manages assured return schemes along with 6.75% US-64 Bonds, 6.60% ARS Bonds with a Unit Capital of over Rs. 14167.5crores. The Government of India has currently appointed shri K.N. Prithviraj as the Administrator of the specified undertaking of UTI,to look after and administer the schemes under UTI where Government has continuing obligations and commitments to the investors, which it will uphold.
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Mission
Customer Service and Product Innovation tuned to diverse needs of individual and corporate clientele. Continuous technology up gradation while maintaining human values. Progressive globalization and achieving international standards. Efficiency and effectiveness built on ethical practices.
Core Values of Axis

Customer satisfaction through Providing quality service effectively smile, it enhances your face value is a service quality stressed on Periodic Customer Service Audits Maximizations of Stakeholder value Success through Teamwork, Integrity and People
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SYSTEM OVERVIEW AT AXIS BANK:

Axis Bank has implemented a new derivatives system-Summit FT by global financial applications provider -- Misys. The system will provide the bank with the ability to structure derivative products in real time, reduce time to market, and give a single view of the entire transaction to the customer. According to Prabhakar Saxena, general manager (India) of Misys, "A lot of banks are providing derivative products on a back to back basis. But these are plain vanilla products, which are uniform in nature. Summit FT will help Axis to structure its derivative products differently and offer its customers products that are different from the run-of-the-mill derivatives. Thus, it can charge a premium for its dynamic services. "The bank hopes to leverage the ability to rationalize its currently dispersed functions to provide a single view of every transaction to customers. Derivative transactions can expose the bank to three broad categories of risks: counterparty credit risk, market risk, and operational risk. With derivatives and structured products operations currently served by a range of third party vendor solutions, spreadsheets, and customer built platforms, the bank is predicting that rationalizing systems across front, middle, and back office operations will provide significant competitive advantage. "Apart from helping the bank to create new derivative products without having to resort to developers each time, it also helps
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from a regulatory compliance standpoint," said Saxena. The RBI favors transparent online systems that can track every transaction and report it exactly as it is Currently spreadsheets are being used to record information, which leaves room for misreporting, errors etc. An automated system will remove this anomaly and improve compliance to a great extent. The Summit FT product was evaluated against products by competitors Murex and Calypso before it was finally adopted by Axis Bank.
Axis Bank- The Right Phone Banking CRM Software:

A state-of-the-art call Centre, with volumes of up to 40,000 calls a day, was set up by Axis Bank for centralized services and support of the organizations products and processes. The aim was to take away routine jobs from branches so that they could focus on sales and services. These operations were to be shifted to the call Centre, which would follow standard and focused processes. Based on the success of the first call Centre, the services were to be extended to panIndia branches where enterprise-wide services and support were standardized. It was required to track trailing businesses from point of origination to consumption/culmination. With growth of the
organization, there was also a need for a complete automated human resources management system in place to cater to employees requirements in an automated manner. The main objectives of the
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project were to select an operating system that had to be scalable, robust, secured, virus free and easily available. This was especially relevant from the point of the banks credit card business so as to cater to 24x7 authorizations. Also, certified versions from respective vendors were of prime importance as this project was a large-scale enterprisewide initiative.
PROCESS:
The design and implementation of the banks phone banking CRM software was carried out on an open architecture using Linux as the operating system. With RHEL cluster service, the database was clustered and achieved 99.9 per cent uptime. The remaining balance, 0.01 per cent was down for scheduled maintenance only. The project was implemented in a record time of three months. With a shared global file system, care was taken to ensure that load balanced applications were on active clusters.
IMPACT:
Based on the success of the initial implementation in 2004 and the smooth running of the operating system -the services were up almost 99.9 per cent the bank decided to go in for the large-scale enterprisewide project. The solution has helped achieve the highest return on investment on the lowest total cost of ownership. The project served to
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enrich the banking experience for customers, made available a payment gateway for secured transactions and enabled extension customer services across the country India. In the next phase, it seeks to automate HR management.
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MARKETING OVERVIEW
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Marketing objectives
Axis Banks wants to achieve following marketing objectives: To get the market capitalization of 500 Crore. To get the 200 Crore of retail investment. To get 125 Crore of Corporate investments. To get the 175 Crore of Capital investments. At present Axis bank is ranked at the 6th position (overall) by its market share and capitalization and 3rd in the private banks category. Axis Bank wants to get the 3rd position in overall Indian banking market.
BANK MARKETING:
We define bank marketing as follows: Bank marketing is the aggregate of functions, directed at providing services to satisfy customers financial (and other related) needs and wants, more effectively and efficiently that the competitors keeping in view the organizational objectives of the bank. This aggregate of functions is the sum total of all individual activities consisting of an integrated effort to discover, create, arouse and satisfy customer needs. This means, without exception, that each individual working in the bank is a marketing person who contributes to the total satisfaction to customers and the bank should ultimately develop customer orientation
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among all the personnel of the bank. Different banks offer different benefits by offering various schemes which can take care of the wants of the customers. Marketing helps in achieving the organizational objectives of the bank. Indian banks have duel organizational objective commercial objective to make profit and social objective which is a developmental role, particularly in the rural area. Marketing concept is essentially about the following few thing which contribute towards banks success: The bank cannot exist without the customers. The purpose of the bank is to create, win, and make more customers. The customer should be the central focus of everything the banks does. It is also a way of organizing the bank. The starting point for organizational design should be the customer, and the bank should ensure that the services are performed and delivered in the most effective way. Service facilities should be designed according to customers convenience. Ultimate aim of a bank is to deliver total satisfaction to the customer. To satisfy the customers handle their grievances personally.
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All the techniques and strategies of marketing are used so that ultimately they induce the people to do business with a particular bank. Marketing is an organizational philosophy. This philosophy demands the satisfaction of customers needs as the pre-requisite for the existence and survival of the bank. The first and most important step in applying the marketing concept is to have a whole hearted
commitment to customer orientation by all the employees. Marketing is an attitude of mind. This means that the central focus of all the activities of a bank is customer. Marketing is not a separate function for banks. The marketing function in Indian Bank is required to be integrated with operation. Marketing is much more than just advertising and promotion; it is a basic part of total business operation. What is required for the bank is the market orientation and customer consciousness among all the personal of the bank. For developing marketing philosophy and marketing culture, a bank may require a marketing coordinator or integrator at the head office reporting directly to the Chief Executive for effective coordination of different functions, such as marketed research, training, public relations, advertising, and business development, to ensure customer satisfaction. The
Executive Director is the most suitable person to do this coordination work effectively in the Indian public sector banks, though ultimately the Chief Executive is responsible for the total marketing function.
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FINANCIAL OVERVIEW
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Financial overviews
Axis Bank got Best Risk Master award - (private sector category) - 'FIBAC 2011 Banking Awards'. These banks are selected on the basis of growth, profitability, credit quality and strength over the past fiscal year. New Private Sector Bank - Axis Bank and HDFC Bank (HDB). Last month, Dun & Bradstreet, the worlds leading provider of global business information announced the top banks in India in a publication titled Indias Top Banks 2012.
Financial/Ratio Analysis: Total Savings Deposits:

2006-07 2007-08 2008-09 2009-10 2010-11 12,125 19,982 25,822 33,861 40,850 (Rs in crs) 50.33% 64.9% 29.22% 31.13% 20.64%
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Interpretations: The Savings deposits of the banks are growing at considerable

high rate. Only in 2010-11 it could not achieve a robust growth in SB A/c compare to earlier years. Compounded Annual Growth Rate of 58%.
Total Current A/c Deposits:

Rs in crs 2006-07 2007-08 2008-09 2009-10 2010-11 11,304 20,044 24,821 32,167 36,917 41.8% 77.33% 23.83% 29.59% 14.77%
Interpretations: The Current A/c growth is showing significant growth in last

five years. This is actually increasing the banks strength. Both Saving Bank deposits and current bank deposits is increasing year by year which is a good sign for the bank and it
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shows that the image of bank is becoming more good in the eyes of customers and public, and the customers are satisfied with the services of bank. So, the result is that they are keeping more faith on bank and thats why they are depositing more money in the bank.
45,000 40,000 35,000 30,000 25,000 20,000 15,000 10,000 5,000 0 2006-07 2007-08 2008-09 2009-10 2010-11 Saving A/C Current A/C
Shareholders' Funds:
2006-07 2007-08 2008-09 2009-10 2010-11 3,393 8,768 10,213 16,044 18,998 27.31% 74% 16.48% 57.09% 18.48%
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Interpretations:
Growing at a CAGR of 45.92%
Net Interest Income:

(Rs.in Crs.) 2006-07 2007-08 2008-09 2009-10 2010-11 1468 2,585 3,686 5,004 6,562 36.18% 76.08% 42.59% 35.76% 31.14%
Interpretations:
Net Interest Income of the bank is increasing in every year and in the year 2007-08 is 2,585; it has growth of 76.08 % from the year 2006-07 its shows that bank deposits are increasing and also bank is earning more income from the interest of that deposit. Growing at a CAGR of 43.51%
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Return on Assets:
2006-07 2007-08 2008-09 2009-10 2010-11 1.10% 1.24% 1.44% 1.67% 1.68%
Interpretations:
Return on assets (ROA) is an indicator of how profitable a company is relative to its total assets. ROA gives an idea as to how efficient management is at using its assets to generate earnings. We could see that the Return on Assets has been volatile, which is not a good sign.
Total Advances against Deposits:
Year 2006-07
Total Deposits 58,785.60
Total Advances 36,876.48
Percentage 62.73%
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2007-08 2008-09 2009-10 2010-11
87,626.22 117,374 141,300.22 189,237.80
59,661.14 81,556.77 104,340.95 142,407.83
68.08% 69.5% 73.84% 75.25%
Interpretations:
We could see earlier in 2006-07 the percentage of advances against deposits were low as 62.73%, where as it has increased to 75.25% in 2010-11. Therefore we can say that bank has become efficient in utilizing its resources apart from meeting its capital adequacy ratio and meeting the CRR and SLR norms with RBI.
Earnings per share:

2006-07 2007-08 2008-09 2009-10 2010-11 23.50 32.15 50.61 65.78 82.95
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Interpretations:
Earnings per share is increasing year by year which is a good sign for an investors of axis bank it shows that an investor can invest in AXIS Bank to get good profits.
HIGHLIGHTS:
Profit after tax up 34.76% to 3,388.49 crores. Net Interest Income up 31.14% to 6,562.99 crores. Fee & Other Income up 32.39% to 4,135.16 crores Deposits up 33.93% to 189,237.80 crores Demand Deposits up 17.78% to 77,767.40 crores Advances up 36.48% to 142,407.83 crores Retail Assets up 33.32% to `27,759.23 crores Network of branches and extension counters increased from 983 to 1,390 Total number of ATMs went up from 4,293 to 6,270 Earnings per share (Basic) increased from 65.78 to 82.95 Proposed Dividend up from 120% to 140% Capital Adequacy Ratio stood at 12.65% as against the minimum regulatory norm of 9%
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Net Profit:
Net Profit
4000 3500 3000 2500 2000 1500 1000 500 0 2006-07 2007-08 2008-09 Net Profit 2009-10 2010-11
Operating Revenue:
Operating Revenue
12000 10000 8000 6000 4000 2000 0 2006-07 2007-08 2008-09 2009-10 20010-11 Operating Revenue
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In 2010-11 both business and earnings grew strongly with the Bank reporting a net profit of 3,388.49 crores for the year ended 31 March, 2011, rising 34.76% over the net profit of 2,514.53 crores in the previous year. The solid growth of business across segments has been reflected in a set of robust financial indicators. The Banks total income increased 26.97% to reach 19,786.94 crores during 2010-11, compared to 15,583.80 crores last year. Operating revenue during this period increased 25.08% to 11,195.12 crores while operating profit increased by 22.42% to 6,415.69 crores. The growth in revenues may be attributed to the performance of the Banks core income streams: net interest income (NII), fee and other income. NII increased by 31.14% to 6,562.99 crores from 5,004.49 crores last year, while fee and other income increased by 17.39% to 4,632.13 crores from 3,945.78 crores last year. NII increased by 31.14% as a result of healthy growth of both assets and low-cost Current Account and Savings Bank (CASA) deposits, on a daily average basis. During the year, total earning assets, on a daily average basis, rose 34.70% to 179,573 crores from 133,309 crores last year. A 32.81% growth of low-cost CASA deposits, on a daily average basis, from 44,839 crores last year to 59,551 crores, helped the Bank contain funding costs, which had risen in the last quarter of the year due to the hardening of interest rates on term deposits.
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Swot Analysis
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Swot Analysis of Axis Bank

SWOT analysis is done for a company, to find out its overall Strengths, Weaknesses, Threats and opportunities leading to
gauging the competitive potential of the company. The SWOT Analysis enables a company to recognize its market standing and adopt strategies accordingly . Here SWOT analysis of Axis bank is made to understand the positioning of the bank better:
STRENGTHS:
BRAND NAME: Axis Bank has earned a reputation in the market for extending quality services to the market vis--vis its competitors. It has earned a strong Brand name in banking sector.
MARKET SHARE:
Axis Bank has the largest market share of 34% in the IT & ITES industry in India according to our survey. DIVERSIFIED PORTFOLIO: Axis Bank has all the products under its belt, which help it to extend the relationship with existing customer. Axis Bank has umbrella of products to offer their customers, if once customer has
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relationship with the bank. Some Products, which Axis Bank is offering are: Retail Banking Business Banking Merchant Establishment Services (EDC Machine) Personal loans & Car loans Demat Services with E- Broking Mutual Fund Insurance Housing loans TREASURY DEPARTMENT: So customers can get the best rates for foreign exchange. AGGRESSIVE MARKETING: Axis Bank is known for its aggressive marketing of its products. This gives Axis an edge over other banks.
TECHNOLOGY:
From its inception, Axis Bank has adopted a policy of selecting internationally proven and specialized Packaged Systems for its technology. Axis bank technology platform has been acknowledged globally as one of the best in terms of robustness, flexibility and cost efficiency. Axis Bank is in a
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position to leverage this platform to further build cost and service advantage.
WEAKNESS:
TRANSACTION COST:
Axis Bank charges high cost for its transactions. Through our data analysis we have find out that most of the small companies prefer nationalized banks only because of this cost facto. Also the group has found that there are companies which are going for multi bank system. i.e. They are using only those facilities of Axis Bank which are provided at cheaper rates(read Salary Account) and for other services they are going to nationalize banks and MNCs (read Forex). So there exists a huge potential for Axis Bank if they are ready to make their transaction cost flexible.
DEFENSIVE APPROACH IN LENDING:

Axis Bank has a defensive approach in lending. Mainly to IT & ITES companies Bank do not provide loan as these companies are not having collaterals so bank hesitate in giving loans to them. Because of this policy companies prefer nationalized banks and Axis bank in turn sometimes loose potential customers.
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LITTLE PRESENCE OUTSIDE INDIA:

Axis Bank is having little presence Outside India, because of which companies prefer MNC Bank, mainly Citibank. So if Axis Bank tries to emerge outside India then it has a huge potential of customers.
POOR CUSTOMER CARE/SERVICE:

With its aggressive marketing Axis Bank is rapidly increasing its customer base. They are not however, increasing the number of employees accordingly. This is leading to deterioration of the standard of customer service.
OPPORTUNITIES:
NEW IT & ITES COMPANIES:
IT & ITES sector is on a boom in the Indian market context, with new companies mushrooming in the market; it opens the door for Axis bank to capture the huge untapped market.
Dissatisfied Customers of Other Banks:

The group from its survey and analysis of IT companies has found that there are many companies which are not satisfied with
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its current bank, so Axis with its superior service quality and long working hours can capture those customers.
Remittances:
From the analysis group has also found out that Axis bank has very little presence as far as the EEFC account (Exchange Earner's Foreign Currency) is concerned. Companies prefer to bank with MNCs (which have greater presence in the foreign countries) and
nationalized banks (which according to the companies provide lower transaction rates) to get their inward remittances in spite of Axis being providing one of the most competitive rates. So the bank can promote its EEFC account better and get the key to the door of huge potential market.
Business advising for smaller Players:

The concept of business advising is very popular with the higher end players which are virtually nonexistent in the lower end of the market. Axis Bank should take this opportunity to provide business advising to the smaller companies at competitive rates and try to take the first mover advantage.
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THREATS:
Advent of MNC banks:
Large numbers of MNC banks are mushrooming in the Indian market due to the friendly policies adopted by the government. This can increase the level of competition and prove a potential threat for the market share of Axis bank.
Dissatisfied Customers:
Most of the companies are satisfied with the products offered by Axis bank but the poor customer support/ service is creating a lot of dissatisfaction among the customers, this can prove to be a serious problem as far as the market reputation of the bank is concerned and can be a major threat in future business acquisition.
Ever improving nationalized banks:

With PSU banks like SBI going all out to compete with the private banks and government giving them a free hand to do so; it can prove to be serious threat for banks like Axis .
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Product and Services
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Product and Services

Accounts 1. Saving Account 2. Current Account 3. Salary Account Deposits 1. Fixed Deposit 2. Tax Saver Fixed Deposit 3. Recurring Deposit 4. Encash 24 5. Interest Rate Safe Deposit Lockers Loans 1. Home Loans 2. Car Loans 3. Personal Loans 4. Loan Against Property 5. Loan Against Shares Cards 1. Credit Cards 2. Debit Cards 3. Prepaid Cards
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Accounts
Saving Accounts:
Savings accounts are account maintained by retail financial institutions that pay interest but cannot be used directly as money in the narrow sense of a medium of exchange (for example, by writing a check). These accounts let customers set aside a portion of their liquid assets while earning a monetary return. For the bank, money in a savings account may not be callable immediately and therefore often does not incur a reserve requirement freeing up cash from the bank's vault to be lent out with interest
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In Axis Bank: I. EasyAccess Savings Account:

Presenting, Axis Bank's EasyAccess Savings Account. The account is an endeavor by the Bank to understand the consumers' needs and redefine banking to suit your requirements for a truly comfortable banking experience. EasyAccess Savings Account gives you instant access to your money anywhere, anytime. Possessing a range of unmatched features, it has been devised to better suit the convenience of our eclectic client base. Customer can avail of all these services with a minimum quarterly average balance of Rs.10,000 in metro or urban centers, Rs.5,000 in semi urban centers and Rs.2,500 in rural centers.
Features:
At par cheque Book: 9000+ ATM Network Anywhere Banking International Visa Debit Card-Rs. 40,000/- cash withdrawal limit Tele Banking Net Banking
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Mobile Banking Free Quarterly Account Statement
Competition Analysis:
Details
Product Name
Minimum AQB
Easy Access Rs.10,000 in Metro and Urban centers.5,000 in Semiurban centers.2,500 in Rural centers
Savings Plus
10,000 in Metro & Urban.Rs.5,000 in Semi urban and rural
Reduced AQB with FD
N.A
Zero AQB requirement with Rs.50,000 FD
Payable At-Par cheques Debit Card Type/Name
Upto Rs.50000
Upto Rs.50,000
Classic International Debit Card
Visa/master International Debit
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Card(Photodebit card) Debit Card Withdrawal Limit per day Debit Card POS limit per day Insurance on Debit Card Accidental death Insurance worth Rs.2,00,000 Purchase Protection worth Rs.50,000 Fund Transfer(VISA) NEFT ( Per Transaction) N.A Rs.40,000 Rs.25,000 Rs.40,000 Rs.15,000
Free Free
Rs.20 per transaction Inward Free Outward -Upto Rs.1 las-Rs.5 More than Rs.1lac-Rs.25
Bill Pay
Free
Rs. 25 per qtr
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II.
Senior Citizens Account:

The account is an endeavor by the Bank to understand the
consumers' needs and redefine banking to suit your requirements for a truly comfortable banking experience. Senior citizen Savings Account gives you instant access to your money anywhere, anytime. Axis Bank's Senior Citizen Savings Account has been designed keeping in mind the fact that a Senior citizen's banking requirements are wholly different and require special consideration.
Features:
Discounted Preventive Health Check Up Plan ost of FREE Services: 1. International debit card upto 2 cards per account- Issuance and Annual Charges. 2. At Par Cheque book (No Limit on usages, Every Cheque Leaf limit Rs 1 Lakh) 3. 4. Outward remittance (once a year- Swift Transfer) Inward remittance (No Limit, Only service charge of Rs 100 is applicable)
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5. 6. 7.
Demand Draft/PO at Axis Bank Locations Passbook & Monthly statement of accounts Outstation clearance at Axis Bank locations (only out of pocket expenses)
8. 9.
Home Banking Privileges (Only Cash delivery @ Rs.50/). Mobile Banking
10. Faster collection of foreign cheques. 11. Customized Loan Offerings - NSCs/KVPs/LIC Policy - the rate of interest 1% less than other customers and no
processing fees and no pre-payment penalty. 12. Silver Health Insurance for Senior Citizens. Entry years of age 70 years. The Medical Test required for Silver Health, irrespective of policy being excepted or not comes Free of cost only for Senior Privilege Customers. 13. Financial Advisory Services
Free Senior Privilege ID card:
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Benefits to the Customers:

Serve as information medium and would include Date of Birth, Blood group, and Illness, allergies emergency contact details of family members. Serve as a medium for faster diagnoses by doctor in case of EMERGENCY. Will soon serve as senior citizen recognition at various authorities. Card will be loaded with different discounts related with Sr Citizen. (Quarterly)
Competition Analysis
Details
Product
Senior Privilege
Life Plus Senior Citizen ServicesGold(Available in Silver,Gold and Titanium variants)
DD/PO
Free
Nil for D.D. up to
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Rs.50,000 per day above that Rs 3 per thousand; maximum of Rs 15000 Other Offers/Tie ups linked to Account Special Senior Citizens ID card Free Home Banking Free medical health checkup for Silver Health Insurance policy Money Multiplier Facility
Debit Card Withdrawal Limit per day Debit Card POS limit per day
40000
25000
40000
25000
III.
Prime Savings Account:

Axis Bank has always strived to pace its products with the growing needs of our customers. The Prime Savings account has
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therefore been created with your specific financial requirements in mind.
Features:
An intermediary product targeted towards the mid-income segment customer base helping to bridge the gap between the base product and priority offering. A Value based savings product with customized features enhancing the customer value. Average Quarterly Balance-Rs. 25000/- for metro/urban/semi urban branches and Rs. 10,000/- for rural branches At PAR cheque book Enhanced Limit of Rs. 1,00,000/- instead of Rs.50,000/ Free Issuance of International Visa Debit Card Free Pass Book Free monthly statement of account No charges on intercity clearing cheques Free DD/ PO , drawn on Axis Bank Centers Higher cash deposit/withdrawal limits Free withdrawal from any Visa ATM in India (five transactions per month up to Rs. 10,000/- per transaction) Free Mobile Banking
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Details
Product AQB Requirement
Prime Savings Rs. 25,000/- in Metro/Urban/Semi Urban & Rs. 10,000/in Rural centres
Silver Rs. 25,000/- in all centres
Mobile Banking Debit Card Inter-City Clearing
Free Issuance Free Free, no limit on no. of transactions
Free Chargeable Nil up to Rs 1,00,000 per month above that Rs 3 per thousand on full amount
Cash withdrawal (Non-Home)
No charges
Nil for the first cash withdrawal of a calendar month; Thereafter in the month, Rs.5 per thousand rupees or part thereof, subject
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to a minimum of Rs.150 (Maximum withdrawal limit Self: Rs.50,000 per day, Third party: Rs.15,000 per day) DD/PO(Bank Locations) Free Free up to Rs.50,000 per day above that Rs 3 per thousand or part thereof Debit Card Withdrawal Limit per day Debit Card POS limit per day Account Statement Free Monthly Free Quarterly Rs.40,000 Rs. 25,000 Rs.40,000 Rs. 25,000
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IV.
Womans Savings Account:

The account is an endeavor by the Bank to understand the consumers' needs and redefine banking to suit your requirements for a truly comfortable banking experience. Women's Savings Account gives you instant access to your money anywhere, anytime. With the Women's Savings Account, you can manage your money and your life and Furthermore Axis Bank's Women's Savings Account ensures that you have enough time for all the important things in life.
Features:
Debit Card Features 1. ree in built Jewellery Insurance cover upto Rs.50,000/2. ree Non-Axis Bank ATM
transactions (5 per quarter) 3. igher Accidental Insurance of Rs.3 Lakhs
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4. Waiver on Petro Surcharge Other Features: 1. Free Zero Balance Minor Account 2. Discounted Prevent Health Check Up Plan 3. Additional Discounts on loan 4. Differentiated Welcome Kit 5. Free Monthly Statement of Account 6. Smart Advantage Exclusive critical insurance for Women 7. Free AT Par Cheque Book(once in a quarter) 8. Financial Advisory Services
Details
Products Insurance on Debit Card
Smart Privilege Jewelry Insurance cover of Rs. 50,000/overall insurance cover inclusive of zero lost card liability, purchase
NO Only a Women's Special Debit card is available-Easy Shop Women's Special Debit Card
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protection (up to Rs. 50,000) and personal accident death insurance (up to Rs. 2 lacs) Free Minor Account Yes N.A
V.
Pension Savings Account:

Pension Savings Bank
Account from Axis Bank is specifically, Pensioner's designed (Existing for &
Prospective) of Central Govt. Civil Ministries/ Departments & Defence Ministry keeping in mind the fact that a Pensioner's banking requirements are wholly different and require special consideration.
Benefits:
Timely communication to the customer on receipt of the PPO
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No delays in commencement of pension disbursals - The Bank is handling the disbursement of Pension under a Centralised Pension Disbursement Module wherein the Pensioner records are credited centrally through its Centralised Pension Payment Hub (CCPH) at Mumbai.
Timely issue of Form- 16A for tax deducted at source in the immediately previous financial year.
Timely revisions based on changes in rates of Pension or Dearness Allowance, done centrally from the CCPH
Features:

Zero Balance Savings Account Anywhere Banking - Available at all centers Free Multi-city At Par Cheque Books Free monthly e-statement Free International Debit-cum-ATM Card for the primary & joint holder. The account can be opened jointly only with spouse.
Personal Accident Insurance Cover of Rs. 2 lakhs [To keep your personal accident insurance cover activated, you should have made a purchase transaction in 365 days prior to the day of the incident & should have maintained an average quarterly balance of Rs 5,000 (urban & metropolitan branches) or Rs 2,500 (rural
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& semi-urban branches) as the case may be in the two quarters before the date of the incident.]

Free Payorder & Demand Draft Internet Banking - Available through "iConnect" Tele-banking - Free, Available 24 hours at select centers
Mobile Banking
Facility
Demat Account opening
Account charges waived
Safe
Deposit
Lockers - Preferential allotment
VI.
Future Stars
Savings Account :
The Future Stars Savings
Account is an exclusive account being offered for children inculcate the discipline of savings in children. This account will act like a piggy bank for the child where their money will be kept safe and earn interest as well. The child of age 12 years and above can also make smart purchases by way of an exclusive debit card. They will also learn to
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bank at an early age in a better and convenient way. This scheme of savings account has certain unique features specifically needed and used by this target group in order to have better and long term relation with the bank.
Features:
This Product can be offered to the children in the category of less than 18 years of age. The account has an average quarterly balance of Rs. 2500/- for branches in Urban / Metro / Semi Urban areas and average quarterly balance will be Rs. 1000/- for branches in Rural areas. The Average Quarterly Balance shall be NIL if a Fixed Deposit of Rs 25,000/- or Recurring Deposit of Rs. 2000/- per month is maintained. The fixed deposit should be for a minimum period of 6 months and the recurring deposit should be for a minimum period of 12 months. Free personalized cheque book. Free ATM card with daily withdrawal limit of Rs. 1500/- for children below the age of 12 years. Visa Classic Debit Card for children above the age of 12 years will be offered at Issuance Fee of Rs. 95/- and with annual fee of Rs. 100/-.
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The child of age 12 years and above can also opt for an Image debit card with his / her own attractive picture or any other photo they choose. Automated Facility for transferring funds to the childs account from the parents account on a monthly basis. Free Internet banking facility: The idea is to make the child internet savvy and expose them to the online banking environment. Online forums with interactive tutorials and games about money. Free SMS Banking. Free monthly e-statements / Quarterly Physical Statements.
VII.
Prime Plus Savings Account:

At Axis Bank, we design our financial products and
services keeping in mind your tastes and preferences. The Prime Plus account is specially designed for you and is loaded with host of powerful features.
Features:
Free Titanium Debit Card
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1. Zero issuance fees and waiver of annual charge of Rs 200 offered on POS transaction of Rs. 50,000 p.a./ 10 POS transactions of any value in year 2. Enhanced ATM withdrawal limit of Rs 50,000 and POS limits of Rs.75,000 3. 10 Free transactions at other bank ATMs 4. International Debit card with an Accidental Insurance cover upto Rs. 3 lakhs 5. Lounge Access at airports 6. Attractive reward points. 1 point for every Rs 200 spent
Channels: 1. Free quaterly statement of account 2. Free SMS Banking Facility 3. 24*7 Phone Banking, Internet Banking and Mobile Banking Facility 4. Free monthly e-statement / free passbook facility. Other Features: 1. Two Demand Drafts/Pay Orders free per month at Axis Bank locations 2. Two free Payable At-par? cheque books per quarter 3. 25 % waiver on first year locker rent (subject to availability) 4. Attractive discounts on Demat account and bullion
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5. Increased cash deposit/withdrawal limits at non home branches 6. Option of automatic movement of excess funds in the savings account to higher earning fixed deposits.
Trust/NGO Savings Account:

Axis Bank's Trust Account is an effort to offer thoughtful banking for people who spend their lives thinking of others. It is a complete banking solution for Trusts, Associations, Societies, Government Bodies, Section 25 companies and NGOs, so that the organization can devote all of their time to their noble motivations.
Features:
1. A Savings Account for your Trust with Average Quarterly Balance (AQB) of Rs. 25,000 2. A multi-city at-par cheque facility with no limit on clearing payments at centers across the country wherever we are present. 3. Free Anywhere Banking across all our Branches and Extension Counters and over all our ATMs. 4. Free Demand Drafts or Pay Orders as and when required by you to remit funds. 5. Free collection of cheques at outstation locations.
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6. Free monthly e-statement 7. Monthly Statement of Account delivered at your doorstep. 8. Facility for collecting donations in your account through our network of Branches and Extension Counters across the country, as well as through iConnect - our Internet Banking facility. a. Also, Axis Bank can offer the facility to donate funds to your Trust through our Internet Banking facility iConnect to its customers. An Axis Bank customer can donate any amount to your Trust through the Internet. b. In such cases, the savings account of the customer gets debited and the savings account of your Trust gets credited with the amount of donation at the same time. At the end of every month, the Bank will provide an MIS giving details of the amount of donations and the name of donor. This will enable the Trust to issue receipts to the donors. 9. Free Internet Banking facility that enables you to view the status of your account, transfer funds and carry out a number of banking activities from the comfort of your home or office. 10. Investment Advice: Our Financial Advisory Desk will provide portfolio
management advice as well as help you undertake investments. 11. Free Demat:
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To facilitate your investments, we offer a free Demat Account (charges due to NSDL must still be levied) to our esteemed account holders in the Trust or Society segment. 12. Constituent Subsidiary General Ledger (SGL) account: a. The Constituent Subsidiary General Ledger (SGL) account through which investments in Govt. securities are carried out comes with a host of value-added services: b. Investment advice related to the customer's g-sec portfolio c. Offer of better rates on sale of government securities from the Bank's stock of securities d. Concessions in transaction and service charges. (However charges that have to be directly passed on to the Clearing Corporation of India as part of the Negotiated Dealing System for trading in g-secs cannot be waved - a fact, which will be communicated up front.) 13. Foreign Contribution (Regulation) Act [FCRA] accounts: The FCRA account enables approved organizations to receive foreign contributions for utilization in their activities in India. The Bank will provide assistance in the process of
documentation and obtaining necessary approvals from Ministry of Home Affairs at New Delhi.
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Corporate Salary Account:
Product Objective:
To provide modern state of the art Banking services to the employees ensuring disbursement of salaries on the same day across the country. Benefit to Employers: Efficient salary disbursal Web Upload - Transfer salaries/reimbursements directly from your current account with Axis Bank to your employees accounts using I Connect from your office Single-instruction salary credit - Same day salary credits for all companies having Corporate Account with Axis Bank.
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Dedicated Relationship Manager at metro locations to understand the financial requirements of your employees
Variants under Salary Account:

1. Easy Access Salary Account 2. Prime Salary Account 3. Priority Salary Account 4. Wealth Salary Account 5. Defense Salary Account
Product Features:
No Minimum Balance Criteria. Anywhere banking across 643 locations through a network of 1035 Branch Offices and 4293 ATMs. Free Quarterly Statements Free Monthly e-statement on subscription One cheque book free per quarter Meal Cards on a Master Card platform that can be accessed at over 40000 merchant establishments pan India. Travel Currency Cards in 7 different currencies that offer you the best rates and also hedging against cross currency fluctuation. Free On Line Trading Account*
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Preferential Rates on Retail Loans Joint Account Facility available No charges on collection of outstation cheques. Only out of pocket expenses recovered Inter Net Banking with Free NEFT transfer and Online shopping along with bill payment option. Instant Welcome Kits available. Credit Cards Platinum / Gold Plus / Gold and Silver as per eligibility criteria. Free Financial Advisory Services. Investments Direct Equity, Insurance, Mutual Funds, Term Deposits available
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Current account:
In economics, the current account is one of the of the two primary
components
balance of
payments, the other being capital account. It is the sum of the balance of trade (net earnings on exports minus payments for imports), factor income (earnings on foreign
investments minus payments made to foreign investors) and cash transfers. Axis Bank offers a wide range of current products to its customers to suit their business requirements. Each current account is customized to ensure efficient account management, quick transfer of funds across the Axis Bank network coupled with modern day electronic methods to stay in touch with the account on a real time basis. Following are the various Current Accounts offered by Axis Bank:
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Local Current Accounts:

Small businesses rising on the growth graph need the right kind of nurturing and appropriate solution for their growing banking requirements. Recognizing these needs, we, at Axis Bank present you the Local Current Account geared to answer all kinds of local business requirements.
Features:
Zero Balance facility:
Enjoy banking without any constraint on balance maintenance.
75 free transactions every month:
Grab the opportunity of using 75 free transactions per month on a combination of services.
Rebate on Annual Charges:
Get a rebate of 15% every quarter on your annual charges if average balances maintained in a quarter exceed Rs. 50,000.
Upfront Annual Fee:
A nominal annual charge of just Rs. 1,999 + Service Tax allows you all the above benefits. You can renew your account every
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year with nominal fee and continue to enjoy the benefits of the product. Other ancillary services:

Mobile Banking Phone Banking Corporate iConnect Daily account statements through e-mail
Competition Analysis: Salient Features

Local Prepaid Free upto 75 Free upto transactions p.m. transactions p.m
Total transactions
Home branch Cash deposit Home branch Cash Withdrawal Non-home branch Cash Withdrawal Cheque Collection and Payment at Home Branch DD at Axis Bank Locations PO at Axis Bank Locations
60
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Fund Transfer within Axis Bank Home branch cash Free upto Rs. 3 lacs deposit p.m. (Within or beyond 75 transactions p.m.)
Free upto Rs. 1 lac per day (within or beyond 60 transactions p.m.)
Normal Current Account:

Our Normal Current Account gives you the optimum value for your money. At Monthly Average Balance (MAB) of Rs. 10,000, this account takes you into an all-new world of banking.
Features:
Home Branch Cash Deposit Facility
Free upto Rs. 1.2 Lacs per month
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Inter Branch Cash Deposit Facility
Deposit cash up to Rs. 2 Lacs per day at a remote branch for instant credit into your account.
Non-Cash Services
Free Anywhere Banking, DD & PO transactions up to Rs. 12 Lacs per month.
Intercity Cash Withdrawal Facility
Cash withdrawal upto Rs. 5 Lacs per day at a remote branch.
Fund Transfer
Completely free Funds Transfer & local cheque collection and payments across Axis Bank locations all over the country.
Free Transactional Package
Free upto 25 transactions (Cash / Clearing / Transfer) per month.
Other ancillary services

Mobile Alerts ATM cum International Business Debit Card Phone Banking Corporate iConnect Daily free account statements through e-mail
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Business Advantage Account:

As your business your begin To to growth gains
momentum, requirements increasingly.
banking diversify to your
cater
diversified banking needs, we offer you our Business Advantage Account which comes with a host of privileges while requiring you to maintain Rs. 25,000* as Monthly Average Balance.
Features:
Home Branch Cash Deposit Facility
Free upto Rs. 3 Lacs per month
Non-Cash Services
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Free Cheque Leaves
Free upto 50 cheque leaves per month
Intercity Cash Withdrawal Facility
Cash withdrawal upto Rs. 5 Lacs per day at a remote branch.
Fund Transfer
Free Transactional Package
Free upto 50 transactions (Cash / Clearing / Transfer) per month.

Advantage
Premium
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Rs. 25,000 (MAB) Home Branch Cash Deposit Free upto Rs. 3 lacs p.m.
Rs. 25,000 (AQB) Free upto Rs. 3 lacs p.m. or 25 transactions p.m. whichever is lower No free limit Free upto Rs. 25,000/- per day Free upto Rs. 25 lacs p.m. (AWB) (DD No free limit) 100
Non-home branch cash deposit Non-home branch cash withdrawal Non-cash transactions (AWB + DD) No. free cheque leaves p.m.
No free limit No free limit Free upto Rs. 30 lacs p.m. 50
Business Select Account:

This unique current account is the first of its kind which has both flexibility and fungibility of free limits as its core feature. The Monthly Average Balance requirement shall be Rs 50,000.
Features:
Flexible Cash deposit
Enjoy free cash deposit upto 12 times the monthly average balance maintained in the
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same cycle with minimum free limit of Rs. 6 Lacs per month. Fungible Free limits
For the first time enjoy fungibility of free limits between Home branch and Non Home branch cash deposit.
Non-Cash Services
Free Cheque Leaves
Doorstep Banking
Avail services like cheque and DD pick up, PO delivery and cash pick up or delivery at nominal cost.
Fund Transfer

Mobile Alerts ATM cum International Business Debit Card Phone Banking Corporate iConnect
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Daily free account statements through e-mail
Business Classic Account:

Business Classic Account from Axis Bank helps you coordinate your finances perfectly with total control on your funds. So enjoy the power. All at a Monthly Average Balance of Rs 1 lac. Home Branch Cash Deposit Facility
Free upto Rs. 12 Lacs per month
Non-Cash Services
Free Anywhere Banking, DD & PO transactions up to Rs. 1.20 Crores per month.
Free Cheque Leaves Free upto 200 cheque leaves per month Intercity Cash Withdrawal Facility Cash withdrawal upto Rs. 5 Lacs per day at a remote branch.
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Fund Transfer Completely free Funds Transfer & local cheque collection and payments across Axis Bank locations all over the country. Other ancillary services

Salient Features
Business Classic Rs. 1 lac (MAB)
Gold Rs. 1 lac (MAB)
Home Branch Cash Free upto Rs. 12 lacs Free upto Rs. 10 lacs Deposit Non-home cash deposit Non-home branch No free limit p.m branch No free limit p.m. Free upto Rs. 1 lac p.m Free 50,000/(Allowed upto per Rs. day
cash withdrawal
only for
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self cheques) Non-cash Free upto Rs. 1.2 cr. Free upto Rs. 1 cr. p.m
transactions (AWB + p.m DD) No. free cheque 200
200
leaves p.m.
Business Privilege Account:

Enjoy the host of privileges with our Business Privilege Account. If you can maintain Rs 5 lacs monthly average balance, opt for the great facilities on offer with this account. Home Branch Cash Deposit
Free Home branch Cash Deposit upto Rs. 60 Lacs per month.
Inter Branch Cash Deposit Facility Free Inter Branch Cash Deposit upto Rs. 12.50 Lacs per month. Non-Cash Services
Free Anywhere Banking, DD & PO transactions up to Rs. 6 Crores per month.
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Intercity Cash Withdrawal
Upto Rs. 5 Lacs per day at remote branch with upto Rs. 1 Lac free per day
Free Cheque Leaves
Fund Transfer

Salient Features
Business Privilege Rs. 5 lacs (MAB)
Max Rs. 5 lacs (AQB)
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Home Branch Cash Deposit
Free upto Rs. 60 lacs p.m
Free upto Rs. 50 lacs p.m. or 50 Transactions p.m., whichever is lower
Non-home branch cash deposit
Free upto Rs. 12.5 lacs p.m. (subject to MAB being maintained)
No free limit
Non-home branch cash withdrawal Non-cash transactions (AWB + DD) No. free cheque leaves p.m.
Free upto Rs. 1 lac per day Free upto Rs. 6 cr. p.m.
Free upto Rs. 1 lac per day Free upto Rs. 5 cr. p.m. (AWB) (DD Free)
500
500
Channel One Account:

Channel one is Axis Bank's high end Current Account with Minimum Monthly Average Balance requirement of Rs. 10 lacs (Rs. 5 lacs at Semi - Urban / Rural branches).
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Features:
Doorstep Banking
Doorstep Banking and designated relationship manager are the salient features which include services like free cheque and DD pick up, PO delivery and cash pick up or delivery at nominal cost.
Dedicated Relationship Manager
To make your day to day banking hassle free, a Relationship Manager will be available to attend your banking requirements at the branch.
Free Non - Home Branch Cash Deposit Facility
Maintain the required monthly average balance and enjoy free non - home branch cash deposit upto Rs. 25 lacs per month.
Free Home Branch Cash Deposit
Upto Rs. 1.2 cr. per month at Home branch.
Free Non cash transactions every month
Enjoy free multi city cheque facilities which are payable At Par across all our locations. You can deposit your local cheques at any of our branches / service outlets across the country and get the credit as if these transactions were done at your own home branch absolutely free.
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Enjoy local clearing transactions and free fund transfers without any limit between Axis Bank accounts. Free DDs and POs payable at Axis Bank locations
Free RTGS / NEFT Facility
Maintain your required monthly average balance and enjoy the benefits of free RTGS / NEFT facility all through.
Free Transactions and Cheque Leaves
As high as 1000 transactions and 1000 cheque leaves can be availed absolutely free every month.
Cheque Protection Facility
Cheque protection upto Rs. 50,000/- per day.
Channel One Rs. 10 lacs (MAB) Home Branch Cash Deposit Free upto Rs. 1.2 cr. p.m.
Elite Rs. 10 lacs (MAB) Free upto Rs. 1 cr. p.m.
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Non-home branch cash deposit
Free upto Rs. 25 lacs p.m. (subject to MAB being maintained)
Free upto Rs. 10 lacs p.m.
RTGS / NEFT facility
Free (for accounts maintaining required MAB)
Free
Non-home branch cash withdrawal
Free
Free upto Rs. 50,000/- per day (Allowed only for self cheques)
Non-cash transactions (AWB + DD) No. free cheque leaves p.m.
Free
Free upto Rs. 10 cr. p.m.
1000
2000
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Club 50 Current Account:

At a half yearly average balance of Rs. 50 lacs (Rs. 25 lacs at Semi - Urban / Rural branches), this premium current account smoothly fulfills your daily banking requirement. It gives you the freedom to concentrate on what you do best - growing your business and attaining new heights of success.
Features:
Customized Cheque stationary with hologram for added security Lifestyle benefits and privileges* Free DDs upto Rs. 5 Lacs per month on Non-Axis Bank locations Free RTGS / NEFT facility for accounts maintaining requisite HAB Free Home Branch cash deposit upto Rs. 2 cr. per month Unlimited free home branch cash withdrawal Unlimited free funds transfer between Axis Bank accounts
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Unlimited free non-cash transactions every month Total of 2000 free transactions per month Free Cash Management Services Free Doorstep Banking. Free cheque book cheque protection facility upto Rs.1 lac per day Free cheque booksCheque protection facility upto Rs. 1 lac per day
Business Global Current Account:

A current account for Exporters / Importers that satisfies their banking domestic transactions. needs & for both foreign
Features:
Zero Balance Account
Current
To
facilitate
your
domestic transactions, Business Global brings
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you a zero balance current account. Rebates
Enjoy rebates upto 60% on current account charges.
Specialized Forex services at concessional rates

Export / Import Bill Collection Foreign Inward / Outward Remittance Foreign DD Issue Foreign Cheque Collection
Inland Demand Drafts / Pay Orders
Enjoy 10 free DDs per day and 5 free POs per day of unlimited amount.
Enhanced transaction limits
Avail the facility of higher free limits for funds transfer and Anywhere Banking.
Travel Currency Debit Card
Available off the shelf at your nearest Axis Bank Branch and select FFMCs (Full Fledged Moneychangers), the Travel Currency Card is a secure, convenient and hassle free way to carry money and make payments when in foreign shores.
Mobile Alerts
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ATM cum International Debit Card Phone Banking Corporate iConnect Daily free account statements through e-mail
Capital Market Current Account:

The current account product for brokers comes with wider choice of variants and you may choose the variant, which suits you the best.
Features:

CAP Normal: MAB - Rs. 10,000 CAP Advantage: MAB - Rs. 25,000 CAP Business Classic: MAB - Rs. 1,00,000 CAP Business Privilege: MAB - Rs. 5,00,000 CAP Channel One: MAB - Rs. 10,00,000
Free Anywhere Banking
Irrespective
of
variant
you choose you can pay / deposit cheques at any of our branches / outlets absolutely free of cost and you will get the
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credit as if these transactions were done at your home branch. Free Funds Transfer
Instant Funds Transfer across all locations absolutely free.
Customized Cheque Printing
Customized Cheque printing at nominal cost. You may also avail the benefits of our robust technology for bulk printing of your payment instruments with least turnaround time. Top of all a customized solution for MIS and reconciliation is also available.
Credit Facilities for clients
Fund based and Non-fund based credit facilities available subject to satisfying the Bank's lending norms.

Mobile Alerts ATM cum International Debit Card Phone Banking Corporate iConnect Daily free account statements through e-mail
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Current Account for Chartered Accountants:

Tailor made for Chartered Accountants cost Accountants, Company Secretaries & Tax Consultants. There is no minimum Balance requirement.
Features:
Free At Par cheque book of 50 leaves every month 50% concession on transaction charges of the previous quarter, if 5 funded accounts are generated through customers references in a quarter Free Anywhere Banking credits Free 10 DDs per day payable at Axis Bank locations
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Travel, Tourism & Hospitality Current Account:

Specially designed for Travel, Tourism & hospitality Industry
Features:
There are Half Yearly Average Balances (HABs) Rs.1 Lac (50% relaxation for semi-urban/rural location) Higher Free limit on Anywhere Banking Transactions upto Rs. 75 Lacs per month Enhanced home branch cash deposit limit of Rs. 20 Lacs per month Free cash deposit at Non-Home branch location upto Rs. 1 Lac per month Free Funds Transfer between Axis Bank accounts Travel Currency debit cards to customers to make payments when offshore Bank guarantee to travel agents subject to conditions being fulfilled
Page 92
Inland Road Transport Current Account:

Current Account for Transporters
Features:
There are Monthly Average Balances (MABs) Rs.1 Lac (50% relaxation for semi-urban/rural location) Cluster Facility: Maintain the required balance in multiple accounts in totality, without the compulsion of maintaining in individual accounts Free Home Branch Cash Deposit upto Rs. 20 Lacs per month Free Non-Home branch cash withdrawal upto Rs. 3 Lacs per day Free Non-Home branch cash deposit upto Rs. 1 Lac per month Free Business Gold Debit card 20% excess Free Home Branch cash deposit limit in the subsequent quarter, if 2 accounts are generated through customers reference in the previous quarter
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Krishi Current Account:

The product with half yearly average balance requirements captures the seasonality nature of agriculture based
businesses and is packed with host of powerful features and incentives for higher balances.
Features:
Half Yearly Average Balance
There are different Half Yearly Average Balances (HABs) for different category of locations. (Urban - Rs. 10,000, Semi Urban - Rs. 5,000, Rural - Rs. 2,500)
Anywhere Banking Enjoy Anywhere Banking with Axis Bank from more than 800 branches / service outlets where you can :
Issue multi-city cheques payable "At-Par" at any Axis Bank branch.
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Deposit cheques drawn on any location in the country for local clearing.
Upto 50% rebate on charges for maintaining higher balances
You deserve to be treated differently if you maintain higher balances. The product comes with reward in the form of rebate on transaction charges, if you maintain higher balances. Higher the balances you maintain higher is the scale of rebate.
Fund transfer
Opening accounts of wholesaler / retailer and farmer at any location would also help you for instant funds transfer.

Mobile Alerts ATM cum International Debit Card Phone Banking Corporate iConnect Daily free account statements through e-mail
Current Account for Builders & Real Estate

Exclusively for Builders & Realtors
Page 95
Features:
Free Home Branch Cash Deposit upto Rs. 1.3 cr. per month Completely free Anywhere Banking facility Free Non Home Branch cash withdrawal upto Rs. 5 Lacs per day Free Doorstep Banking for local cash / cheque pickup and delivery of cash upto Rs. 2 Lacs per day Cluster Facility: Maintain the required balance in multiple accounts in totality, without the compulsion of maintaining in individual accounts Referred Vendors & Suppliers are offered Zero Balance Current Account for seamless funds transfer
Current Account for Pharma

With a combination of high quality medicine production & competitive costs, the Indian pharmaceutical
industry continues to clock record growth levels among its peer markets. In order to service the banking needs
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of the key players of this unique industry Axis Bank brings you the current account For Pharma -- a one of its kind banking product for the following entities in Indian Pharmaceutical Industry :

Retail Chemists C & F agent, Wholesalers, Stockists / Retailers in the Pharma segment
Pharmacists
Features:
The following features with Current Account For Pharma:
Zero Balance facility
Enjoy banking without any constraint on balance maintenance.
60 free transactions every month
Enjoy 60 free transactions per month on a combination of services.
Waiver of EDC installation charges
We offer EDC machines with free installation for our Pharma current account customers.
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Anywhere Banking
Enjoy Anywhere Banking with Axis Bank from more than 800 branches / service outlets where you can :
o
Issue multi-city cheques payable "At-Par" at any Axis Bank branch
Deposit cheques drawn on any location in the country and much more for local clearing.
Upfront Annual Fee
A nominal annual charge of just Rs. 1,500 + Service Tax allows you a host of benefits. Renew your account every year with the nominal annual charge & continue to enjoy the product privileges seamlessly.

Mobile Alerts Phone Banking Corporate iConnect Daily free account statements through e-mail ATM cum International Debit Card
Page 98
Axis bank cards

Travel Currency Card:
Only Bank to provide Nine Currency options:USD, GBP, AUD, CAD, EURO, SGD, CHF, SEK, JPY Can be used to make payments at 24 million VISA enabled merchant establishment in the world in any currency. Access to Cash through more than 1 million VISA ATMs worldwide- 4 Digit PIN Security. Lost Card Liability up to Rs. 2,00,000/- . Access to card balance and transaction details through Internet Banking. Online shopping on VBV enabled websites Immediate replacement within two working days in case of card being lost. On return from the trip the balance on the card can remain (up to $2,000 as per RBI Regulations). Comprehensive Travel Insurance worth Rs 12.5 lacs. Card valid for 5 years.
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Prepaid Cards:
Payroll Card
Rewards Card
I.
Payroll Card:
Reloadable VISA prepaid card with a 5 year validity usable only in India Usage at all Axis Bank ATMs and POS machines Offered in Personalized and Insta-kits variants Insurance Benefits Lost Card liability and Purchase Protection a combined limit up to Rs. 50,000/ Personal Accidental cover of Rs. 2 Lacs (Optional)
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Internet Banking & Tele Banking facility for viewing online balances
II.
Rewards Card:
Corporate payment instrument Stored-value card (Prepaid Domestic Card) that can be reloaded Personalized for individual cardholder Used for cash withdrawal at VISA ATMs & making purchases at merchant outlets supported by VISA Insurance Benefits Statement facility through ATM & Internet Tele Banking facility to the Card Holder Validity period of 5 years
Axis Bank Debit Card Offerings

Base Offering Debit Cards for Specific
Smart Privilege Debit
Paid Premium Cards
Normal Visa
Visa Gold
Normal Master Card
Power Salute Debit NRI Debit
MasterCard Gold Plus Business Gold Page 101
Priority Debit Wealth Debit Privee Debit
Priority Platinum
Visa Gold Debit Card:

It is available for Premium Salary Account Holders. Features Petrol Surcharge Waiver Transaction charges at other banks ATM in India Insurance Particulars Yes ( with a limit of Rs 200 per month) Free Personal Accident insurance covers of Rs 5 lacs. Combined Purchase Protection & Lost Card Liability of Rs. 1,75000/1 reward point for every Rs. 100 spent on direct purchases Numerous offers from Axis Bank& Visa
Reward Points Offers and Discounts
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Segment Daily Cash Withdrawal Limits Daily POS usage limits
3 salary segments and 2 NRI segment only Rs.50,000/Rs. 1,75,000/-
Master Card Gold Plus Debit Card:

Target Customers Small and medium business enterprises Directors of Pvt. Ltd. Cos.
Features
Petrol Surcharge Waiver Transaction charges at other banks ATM in India Insurance
Particular
Yes ( with a limit of Rs 200 per month) Free Personal Accident insurance covers of Rs 5 lacs. Combined Purchase Protection & Lost Card Liability of Rs. 1,75000/1 reward point for every Rs. 100 spent on POS Redemption, after accumulation of 200 rewards points. Rs. 50,000/Rs. 1,75,000/-
Reward Points
Daily Cash Withdrawal Limits Daily POS usage limits
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Priority Platinum Debit Card:

Available only to Priority Account Holders.
Features
Petrol Surcharge Waiver Transaction charges at other banks ATM in India
Particular
Yes ( with a limit of Rs 200 per month) Free transactions at other bank ATM in india Free withdrawal at overseas ATMs Personal Accident insurance covers of Rs 10 lacs. Purchase Protection & Lost Card Liability of Rs. 6 lacs. 3 reward point for every Rs. 100 spent on POS Redemption, after accumulation of 200 rewards points. 5year 1lacs. 6 lacs.
Insurance
Reward Points
Validity Daily Cash Withdrawal Limits Daily POS usage limits
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Axis Bank Credit Card:

Standard Variants
Platinum Advantage
Easy Variants
Easy Platinum Advantage
Commercial & Co-brands

CCCL Platinum
Platinum Gold
Easy Platinum Easy Gold
CCCL Gold STFC
Charge Card
Platinum Credit Card:

EMV certified Chip card for unmatched safety 2.5% Savings on Fuel
(For transactions between Rs. 400 & Rs. 4000)
Complimentary Insurance cover of Rs. 44 lacs Attractive Rewards Program
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Joining Fee Nil Annual Fee Nil One time Joining Fee of Rs. 100 on Add-on Credit Card BT and EMI benefits available Also available as Easy variant. Minimum FD requirement of Rs. 1 Lac
Gold Credit Card:

Fuel surcharge refund 2.5% All transactions between Rs 400 to Rs 4000. Insurance Cover - Rs 26.4 Lacs
1. Air Accident Cover - Rs 25 Lacs 2. Lost card Liability - Rs 1 Lacs 3. Credit Shield - Rs 0.4 Lacs
Reward points
1 Pluspoint for Rs 100 spent on domestic transactions 2 Pluspoints for Rs 100 spent on international transactions
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Joining Fee Nil Annual Fee Nil One time Joining Fee of Rs. 100 on Add-on Credit Card BT and EMI benefits available Easy Variant
Minimum FD requirement of Rs. 25,000
Easy Credit Card

Product Features:
Guaranteed Approval
Insurance cover of Rs. 4.5 Lacs Annual Fee of Rs. 100 from 2nd year onwards
Available across all Axis Bank Branches Can be offered to anybody having Axis Bank Fixed Deposit FD continues to earn normal interest Available in 3 variants o o o Easy Platinum Advantage Easy Platinum Easy Gold
Substantially Lower Interest rate of 1.95%

Minimum Documentation No Income Proof/KYC required
Free Credit Period of 20-50 days Flexible Credit Limit Up to 80% of the FD amount
Other benefits include o Complimentary insurance cover Attractive Rewards
Page 107
Methodology
Planning of the survey:

Preplanning is sine-guenon for any kind of survey. There must be some preliminary preparation. First and foremost I decided the topic to work on and then prepared some question related to the topic, considering every possible point of view. Finally, I framed a questionnaire which is made simple word and easy sentences to be fairly understood.
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Aim of the survey:

For every survey first basic requirement is to determine the aim of the survey. In this direction my aim is A comparative analysis of services of Axis Bank to Other Bank. In this survey, I tried to study the following matter: To check the efficiency of existing customer services provided by Axis bank. To study customer perception regarding services of Axis bank to other To check the quality of customer services providing by Axis bank. To offer maximum constructive suggestion for betterment of customer services in future
Technique of Data collection:

The main part of the survey is to prepare the tools of the data collection. Data has been collected by filling up the questionnaire after interviewing the persons. This interview was direct and the questions were asked in face to face situations. Here I had used direct method of interviewing because of the following reasons:
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It was impossible to use the indirect method of data collection. The personal interview method is probably the most accurate and flexible. In this way all the data were collected.
Sample Size:
The sample size is 150.
Statistical tools & techniques:

I have used Bar & Pie chart, Percentage & Sampling Method.
Page 110
Analysis
I have done analysis to compare the services of axis bank with other banks and to know exactly where the axis bank stands in the banking sector. I have done this analysis with the help of questionnaire.
Where do you have your account in?

Particulars Nationalized bank Private bank Particulars 80 70 Percentage 53% 47%
where do you have your account in ?
47% 53%
Private bank Nationalized bank
Interpretation:
53% of people open their account in nationalized bank and 47% of people open their account in private bank.
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Look & feel of Branch:

In present era, the globalization and competitiveness of banking industry increases day by day. To liquefy such types of challenges, industry introduces new business pattern by facilitating new facilities to its customers. In this dimension branches are front end for their business which enforces management to decorate their branches more attractive.
TABLE 1 ICICI Nationalized Axis HDFC Total Neatness & 80 50 68 80 278 Cleanliness (28.74%) (17.96%) (24.55%) (28.74%) clarity of 75 57 71 75 278 directions (27.01%) (20.48%) (25.51%) (27.01%) and signage Availability 58 53 72 75 258 of amenities (22.50%) (20.61%) (27.28%) (29.09%) Quality of 60 65 69 68 263 basic (22.86%) (24.76%) (26.35%) (26.03%) information on notice board Overall 74 63 73 70 279 ambience of (26.49%) (22%) (26%) (25.06%) the branch Total 347 288 353 368 1356
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Interpretation:
In this table, it shows 28.74% of people are satisfied with ICICI and HDFC bank for cleanness and neatness. After that 24.55% of people are satisfied with Axis bank and 17.96% of people satisfied with nationalized bank. From the above table, it shows that clarity of directions and signage are better in ICICI and HDFC bank. Even 25.51% of people agree with Axis bank. Over all, most of the people satisfied with HDFC bank in look & feel of branch.
300 250 200 150 100 50 0 1) Neatness 2) clarity of 3) 4) Quality of 5) Overall & diraections Availability basic ambience of Cleanliness and signage of amenities information the branch on notice board HDFC Axis Nationlized ICICI
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Waiting Time during the working period:

Time is very important for everyone. Most of the bank tries to reduce their operational time for their customer. Some of bank provides door to door services. On the basis, people give different view for different banks. TABLE: 2 ICICI 73 (27.08%) Nationalized 59 (21.91%) Axis 68 (25.04%) HDFC 70 (25.97%) Total 270
Normal Waiting time at the branch Time taken to Address your queries Necessary assistance Rendered Single desk catering To your need Comfort level during Waiting time
72 (26.39%)
60 (22%)
73 (26.57%)
68 (25.05%)
273
73 (25.16%) 67 (25.17%)
67 (23.15%) 61 (22.79%)
75 (25.85%) 70 (26.32%)
75 (25.85%) 68 (25.69%)
290
266
65 (24.98%)
59 (22.82%)
63 (24.02%)
73 (28.18%)
260
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Total
350
306
348
355
1359
Interpretation:
In this sample 27.08% of people satisfied with ICICI bank for normal waiting time. Because it takes very less time to provide services to customer. 25.85% of people agree with HDFC bank and Axis bank in rendering necessary assistance. 26.57% of people agree with Axis bank. If any queries regarding to banking, Axis bank takes less time to fulfill their queries. In this table, it shows that private bank is providing necessary assistance easily as compared to nationalized bank. All banks are having good comfort level but HDFC is better than other banks.
4 ICICI 3 Nationlized Axis 2 HDFC
1 0 50 100 150 200 250 300 350
Page 115
Products:
Products are the main module of the business. It helps to generated high volume of profit. So banks chalk out attractive product for customer. Even it is successful or unsuccessful based on customer response. On the basic of that customers give different view for different bank. TABLE: 3 Quality of information In product literature Explanation of product Features by staff Ease of applying for The product /service Overall impression of Product features Product features via-via Other ICICI 61 (24%) Nationalized 55 (21.46%) Axis 66 (26%) HDFC 73 (28.77%) Total 255
72 (27.05%)
55 (20.66%)
69 (26%)
70 (26.30%)
266
72 (26.06%)
56 (20.25%)
73 75 (26.54%) (27.15%)
276
67 (23.65%)
65 (22.83%)
75 77 (26.47%) (27.06%)
283
67 (25.78%)
56 (21.64%)
70 (27%)
67 (25.65%)
260
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bank Total
339
287
353
362
1341
Interpretation:
Quality of information in product literature, HDFC bank is more relevant than other bank. Customers are more satisfied by ICICI bank staff in delivering the services as compared to other banks. Even most of the customers are satisfied with Axis bank because their staff provides better services and created trust among the customer. Product is very important for any banks. It generates business. Most of the bank creates such a product to attract the customers. In this table it is clear that HDFC bank provide more services then other banks.
80 70 60 50 40 30 20 10 0 1 2 3 4 5 ICICI Nationlized Axis HDFC
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Staff Attitude:
Services depend upon employees .An employees play an important role to propel them. When employees are doing work in proper way the services reach to customers very well. So on this basis; people give their different view for different bank. TABLE: 4 ICICI Acknowledgement 65 And greetings 24.24%. Appearance and 73 Grooming 26.46% Attentiveness and Responsiveness Friendliness and Helpfulness Knowledge level 75 27.42% 79 27.44% 75 25.46% Total 367 Nationalized 61 22.61% 56 20.39% 54 20% 62 21.60% 71 24.19% 305 Axis HDFC Total 268 276
71 72 26.42%. 26.73%. 72 75 25.97% 71 26% 72 24.90% 73 24.89% 358 27.18% 73 26.81% 75 26.05% 75 25.46% 370
274
288
295
1400
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Interpretation:
In HDFC Bank about 26.73% of people are in favor of acknowledgement and greetings by their staff. Only 20.39% of people agreed with nationalized bank for staffs appearance and grooming. Even 27.18% of people satisfied with HDFC and 25.97% in Axis bank for good staffs appearance and grooming. ICICI bank and Axis banks staffs are also friendliness and helpful to their customer. If we are talking about overall staff attitude than it is good in ICICI bank.
300 250 200 150 100 50 0 1 2 3 4 5 HDFC Axis Nationlized ICICI
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Product:
Product
26%
25% ICICI Nationlized
25%
24%
Axis HDFC
Interpretation:
26% of people agree with HDFC products are better then other bank. Overall all banks products are similar and attractive.
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ATM Services:
ICICI 62
Nationalized 75
Axis 68.33
HDFC 66.67
ATM
ICICI Nationlized 24% Axis 23% HDFC
25%
28%
Interpretation:
Cash withdrawal from bank is very easy from ATM. In earlier days it was difficult for customers. So ATM services are very important for bank. 28% of people like ATM services of nationalized bank. Other banks also try to provide better ATM services as soon as possible.
Shri Ram Murti Smarak International B-School Page 121
Location of the branch:

Particulars ICICI Bank Nationalized Bank Axis Bank HDFC Bank Particulars 66 78 70 75 Percentage 23% 27% 24% 26%
Location of the branch

26% 23% ICICI Nationlized 24% 27% Axis HDFC
Interpretation:
27% of people satisfied that nationalized banks are good in location of branch. Private Banks also try to increase their branch.
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FindingS
Axis Bank provides services in less time. It takes only 3 minute for making Demand Draft. Axis Banks employees are very friendly and helpful in nature and they also provide door to door services. Customer are not happy with heavy penalty charges imposed by bank for Not maintaining minimum balance Bouncing of cheques. Most of the customers are not aware of the services provided by the bank due to lack of Advertisement. They should increase their branches in urban as well as rural areas.
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Suggestions
Bank should rationalize their changes and bring it at par with nationalized bank. Axis bank should send report to the board members of the RBI to reduce the penalty charges. For this reason Axis bank gives more benefits in its customer. Axis Bank is providing a lot of facilities to its customers, but these consumers are not aware about all the facilities provided by the bank. So it must seriously look into the existing customer service department. Axis Bank should decrease the AQB of Rs.10, 000(it may be Rs 5,000 which is good enough for bank and consumer) that increases the number of its consumer in the country in the middle class. Easy Loan systems should be planned. Most of the customers are not aware of the services so the bank has to inform about new schemes and facilities to the customers.
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Conclusion
Banking all over the world is undergoing through significant changes. Digitization of the banking services and operations has become inevitable. It would not be incorrect to say that the Indian banking system will rise up to occasion and enter the 21 st century with more refinements and excellent customer services. The Axis bank is on verge of great leap forward in terms reaching out to aid a common man. It is adding new facilities per months to attract the new domain of customers. In present scenario Axis bank providing facilities based on high definition technologies, tail point reachability and more user friendly environment. The basic business frame of Axis bank is adaptable by all types of customers and business houses. After analyzing the finding of the research, I can conclude that Axis lagged behind its competitors as far as customer services and availability is concerned. Axis bank gives service within stipulated time frame and using the best technology and it is the first bank provides service door to door. But the main drawback is that the heavy penalty charges imposed by the bank and less effort on advertising effect.
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So it is known Axis bank is well functioning and provide best services among the private and public sector. So we can say that in spite of so many competitors in market Axis bank is having a good position just because every time it tries its best to understand the need of its important customers.
Page 126
Bibliography
Newspaper: Economics Times Times of India Financial Times Books Research Methodology, by C.R Kothari Banking Services and Consumer, by Methuen & Co. Ltd Magazines Business world Business India Web Resources www.axisbank.com www.hdfc.com www.icici.com www.google.co.in
Page 127
QUESTIONAIRE
CUSTOMER NAME:MOBILE NUMBER:EAMIL ID:BANK NAME:-
A. Look & feel of Branch

Excellent Good Average Need Impotent
1) Neatness & Cleanliness 2) Clarity of directions And signage 3) Availability of amenities 4) Quality of basic information on notice board 5) Overall ambience Of the branch
B. Wait Time
1) Normal Waiting time At the branch
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2) Time taken to address your queries 3) Necessary assistance rendered 4) Single desk catering to your need 5) Comfort level during Waiting time
C) Products:
1) Quality of information in product literature 2) Explanation of product features by staff 3) Ease of applying for the product /service 4) Overall impression of product features 5) Product features via--via Other bank
D. Staff attitude
1) Acknowledgement And greetings 2) Appearance and grooming 3) Attentiveness and Responsiveness 4) Friendliness and
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Helpfulness 5) Knowledge level
E) Other
1) Location of the branch 2) Banking business hours 3) Security level 4) Onsite ATM
Page 130

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ACKNOWLEDGEMENT

ABHISHEK DAS MBA (PGDM) SRMS IBS

Shri Ram Murti Smarak International B-School

Abhishek Das signature of student

Shri Ram Murti Smarak International B-School

Shri Ram Murti Smarak International B-School

Shri Ram Murti Smarak International B-School

Introduction of axis bank:

Shri Ram Murti Smarak International B-School

History of Axis bank:

Shri Ram Murti Smarak International B-School

Shri Ram Murti Smarak International B-School

Shri Ram Murti Smarak International B-School

Shri Ram Murti Smarak International B-School

Shri Ram Murti Smarak International B-School

Shri Ram Murti Smarak International B-School

Shri Ram Murti Smarak International B-School

Shri Ram Murti Smarak International B-School

Management of Axis Bank Promoters:

Shri Ram Murti Smarak International B-School

Shri Ram Murti Smarak International B-School

Core Values of Axis

Shri Ram Murti Smarak International B-School

SYSTEM OVERVIEW AT AXIS BANK:

Shri Ram Murti Smarak International B-School

Axis Bank- The Right Phone Banking CRM Software:

Shri Ram Murti Smarak International B-School

Shri Ram Murti Smarak International B-School

Shri Ram Murti Smarak International B-School

Shri Ram Murti Smarak International B-School

Shri Ram Murti Smarak International B-School

Shri Ram Murti Smarak International B-School

Shri Ram Murti Smarak International B-School

Shri Ram Murti Smarak International B-School

Financial/Ratio Analysis: Total Savings Deposits:

Shri Ram Murti Smarak International B-School

Interpretations: The Savings deposits of the banks are growing at considerable

Total Current A/c Deposits:

Interpretations: The Current A/c growth is showing significant growth in last

Shri Ram Murti Smarak International B-School

Shri Ram Murti Smarak International B-School

Net Interest Income:

Shri Ram Murti Smarak International B-School

Total Advances against Deposits:

Total Deposits 58,785.60

Total Advances 36,876.48

Shri Ram Murti Smarak International B-School

2007-08 2008-09 2009-10 2010-11

87,626.22 117,374 141,300.22 189,237.80

59,661.14 81,556.77 104,340.95 142,407.83

68.08% 69.5% 73.84% 75.25%

Earnings per share:

Shri Ram Murti Smarak International B-School

Shri Ram Murti Smarak International B-School

Shri Ram Murti Smarak International B-School

Shri Ram Murti Smarak International B-School

Shri Ram Murti Smarak International B-School

Swot Analysis of Axis Bank

Shri Ram Murti Smarak International B-School

Shri Ram Murti Smarak International B-School

DEFENSIVE APPROACH IN LENDING:

Shri Ram Murti Smarak International B-School

LITTLE PRESENCE OUTSIDE INDIA: