A

PROJECT REPORT
ON

AXIS BANK- SMART BANKING

Submitted in fulfilment of requirement of

Master of Business Administration (MBA)
Amity University, Gurgaon(Manesar)

Under the guidance of:

Submitted By:

Name : Rajit Singla

Branch Head
AXIS BANK-KARNAL

Dinkar Tuli
MBA: 3rd Semester
ENROLL NO.A50050213016

Amity Business School

Amity University, Haryana
Gurgaon
SESSION 2013-2015
1

CERTIFICATE
TO WHOMSOEVER IT MAY CONCERN

This is to certify that Mr. Dinkar Tuli of Master of Business Administration Final Year has
successfully completed eight weeks Summer Training on the topic Axis Bank Smart Banking in
Axis Bank Limited Karnal Branch from 6 th june 2014 to 6 th August 2014

As per our assessment and reporting structure , we found him hard working and excellent
performer during the training programme.
We wish him all the success for his future.

PREFACE
The project is about the study of Smart Banking and marketing and sales of Bank Accounts and also
the efforts done to make improvements in the customers acquisition process for better results.
In this report I have included, introduction of account, its advantages, its opening procedure, and
various facilities provided by the reliance to its customers and also a survey done to know customers
perception.
To open an account with a bank if somebody want to save our money, make cheque payments etc, we
need to open a demat account if we want to buy or sell stocks.
The research provides an opportunity to the student to devote his/her skills knowledge and
competencies required during the technical session.

ACKNOWLEDGEMENT

I would like to pay gratitude to the following people for guiding me throughout my association with
them.

I would like to extend my respect and thank to Mr. RAJIT SINGLA BRANCH HEAD IN AXIS
BANK KARNAL BRANCH for giving me an opportunity to work in AXIS BANK. This report could
not have been possible without their support that not only served as my Company Guide but also
encouraged and challenged me throughout my Summer Internship Program, never accepting less than
my best efforts. I would also like to extend my gratitude towards the staff specially Mr Varun
Kumar ,Mr. Puneet Batra and Mr.Bahadur Mehla in the bank for providing me work and valuable
insights on the organizational culture.

I remain grateful and express my gratitude to MS. RANJANA KOTHARI for her help, guidance and
cooperating nature and for most of all, having faith in me. The project shaped very differently and
fruitfully under her watchful direction.

I shall remain grateful to all people mentioned above for maturing the business person in me apart
from extending their persistent support throughout the internship.
DINKAR TULI
MBA (B&f)
ENROLL NO. A50050213016

DECLARATION

I hereby to declare that the project based on the AXIS BANK-SMART BANKING is completely done
by me, based on my work conducted in AXIS BANK, I also declare that this project work has not been
submitted to any other university or Institution for the award of any degree, diploma, fellowship or
other similar title.
The project report is submitted towards the partial fulfillment of two year, degree in Masters of
Business Administration.
.

DINKAR TULI
MBA {B&F}
ENROLL NO. A50050213016

TABLE OF CONTENTS

Copy of Cover page

Summer Training Certificate
Preface
Acknowledgment

Chapters 1.

1
2
4
5

INTRODUCTION

Overview of Axis Bank

07

Profile of Axis Bank

10

Problems of Bank

23

Competition Information

25

Chapters 2

OBJECTIVE & METHODOLOGY

Significance of Study

30

Objective of Project

31

Scope of Study

32

Research Methodology

33

Chapters III CONCEPTUAL DISCUSSION

36

ATM
SMS BANKING
INTERNET BANKING
CREDIT CARD
SALARY ACCOUNT
SAVING ACCOUNT
7

Chapters IV Data Analysis & Interpretation

61

Chapters V

73

Findings & Recommendation

Chapters VIII Conclusion

74

Chapters XI

Questionnaire

76

Chapters XI

Bibliography

79

OVERVIEW

Chapter 1:- Overview

Introduction to the banking sector
The reserve bank of India, as the central bank of the country, closely monitors developments in the
whole financial sector. The banking sector is dominated by scheduled commercial bank (SCBs), As at
end march 2002 there were 296 commercial banks operating in India this included 27 topic sector
banks (PBS), 31 private sector, 42

foreign banks and 196 regional rural bank. Also there are 67

schedule cooperative banks consisting of 51 scheduled urban cooperative banks and 16 schedule state
cooperative banks. Schedule commercial banks touched on the growth was 14.5 % against 17.3 % of
the earlier year.
State bank of India is still the largest bank in India with the market share of 20 %. AXIS bank having
good position with the net profit 192.18 crore in the banking sector of the country. Higher provisioning
norms, tighter assets classification norms dispensing with the concept of the past due for recognition
of NPAs lowering of ceiling on exposure to a single borrower and group exposure etc, are among
important measure in order to improve the banking sector. A minimum stipulated capital adequacy
ratio (CAR) was introduce to strengthen the ability of banks to absorb laws and the ratio as
subsequently been raised from 8%-9%. It is proposed to like CAR to 12 % by 2004 based on the basic
committee recommendation.
Retail banking is the new mantra in the banking sectors the home loan alone account for nearly twothird of the total retail portfolio of the bank. According to the 1 estimate the retail segment is expected
to grow at 30 % to 40 % in coming year. Net banking, phone banking, mobile banking, ATMs and bill
payments are the new buzz words that banks are using to lure customers. With a view to provide an
institAXISonal
Mechanism for sharing of information on borrowers/potential borrowers by the bank and financial
institAXISons the credit information bureau India ltd. (cibil) was set up in august 2000. The bureau
provide the framework for collecting, processing and sharing credit information on borrowers of credit
institAXISons. SBI and HDFC is the promoter of the CIBIL.
10

The RBI is now planning to transfer of its strkes in the SBI, NBH and national bank for agriculture
And rural development to the private players. Also, the government has thought to lower its holding in
PSBs to a minimum of 33% of total capital by following them to raise capital from market
Bank are free to acquire shares, convertible debentures of corporate and unite of equity oriented
mutual finds, subject to a ceiling of 5% of the total outstanding advance (including commercial
papers) as on march 31st of the previous year. The finance ministry split out structure of the
government sponsored ARC called the assets reconstruction company (India) LTD (ARCIL), this pilot
project of the ministry would have way for smoother functioning of the credit market in the country.
The government will hold 49% stake and player will hold the rest 51%. The AXIS bank holds around
10%

11

Company Profile

12

COMPANY PROFILE

Axis Bank is the third largest private sector bank in India. Axis Bank offers the entire spectrum of
financial services to customer segments covering Large and Mid-Corporates, MSME, Agriculture and
Retail Businesses.
The Bank has a large footprint of 2402 domestic branches (including extension counters) and 12,922
ATMs spread across the country as on 31st March 2014. The overseas operations of the Bank are
spread over its seven international offices with branches at Singapore, Hong Kong, DIFC (Dubai
International Financial Centre), Colombo and Shanghai and representative offices at Dubai and Abu
Dhabi. During the year, the Bank has upgraded its representative office in Shanghai, China to a branch
to become the first Indian private sector bank to set up a branch in China. During the year, the Banks
overseas subsidiary namely Axis Bank UK Ltd. commenced banking operations.
Axis Bank is one of the first new generation private sector banks to have begun operations in 1994.
The Bank was promoted in 1993, jointly by Specified Undertaking of Unit Trust of India (SUUTI)
(then known as Unit Trust of India),Life Insurance Corporation of India (LIC), General Insurance
Corporation of India (GIC), National Insurance Company Ltd., The New India Assurance Company
Ltd., The Oriental Insurance Company Ltd. and United India Insurance Company Ltd. The
shareholding of Unit Trust of India was subsequently transferred to SUUTI, an entity established in
2003.

13

With a balance sheet size of Rs.3,83,245 crores as on 31st March 2014, Axis Bank has achieved
consistent growth and stable asset quality with a 5 year CAGR (2010-14) of 21% in Total Assets, 19%
in Total Deposits, 23% in Total Advances and 28% in Net Profit.

AXIS bank completed the 14TH year of its operation at the end of March 08. The bank witnessed good
growth in its business and profit and also came out with a public issue of its quality for the 1st time
during the year, which evoked excellent retail response. The bank made significant progress during the
year in line with its committed business targets, despite difficult market condition the bank spread
over different states, there by enlarging its client based substantially. The bank continue to introduce
new products, upgrade the technology support system to improve operational efficiencies and
strengthen its human resource based on the whole, 2002-2003 has been a productive years for the bank
in terms of both growth and consolidation of business as well as strengthening of its infrastructure.
The bank ended the year 2002-2003 conducting business in 80 cities and towns, with 192 branches and
extension counters and 822 ATMs. The AXIS bank will spread out across the country with operation in
23 states and 1 union territory.

14

AXIS Bank was the first of the new private banks to have begun operations in 1994, after the
Government of India allowed new private banks to be established. AXIS, the largest mutual fund in
India, Life Insurance Corporation of India (LIC) and General Insurance Corporation Ltd. and its four
subsidiaries viz. promoted the Bank jointly National Insurance Company Ltd., The New India
Assurance Company, The Oriental Insurance Corporation and United Insurance Company Ltd.
The Bank today is capitalized to the extent of Rs. 230.88 Crore with the public holding (other than
promoters) at 45.63%.
The Bank's Registered Office is at Ahamdabad and its Central Office is located at Mumbai. Presently
the Bank has a very wide network of more than 200 branch offices and Extension Counters. The Bank
has a network of over 2010 ATMs providing 24hrs a day banking convenience to its customers. This is
one of the largest ATM networks in the country.
The Bank has strengths in both retail and corporate banking and is committed to adopting the best
industry practices internationally in order to achieve excellence.

Retail banking
Retail liabilities: AXIS banks retail strategy is focused on advertising of all financial needs of its customers like
transactions, loans, FDs etc.
AXIS bank has decided to develop its competency to meet each of this need either by itself or through
strategic alliances with other financial service providers.
Non-residential Indians are another important target market segment for AXIS bank given there
relative influence and strong link to family members in India.

15

Retail liability products: A.

Retail deposit
AXIS bank retail deposit products include the following
#

Saving account

Current account

in addition to the conventional deposit products, AXIS bank offers a variety of special value-added
products and services, which enable the customer to maximize returns as well as convenience

salary account

FD

Private banking

B. Internet banking service

AXISbank.com

Online bill payment

An online information service

Share trading on the internet

C. Other retail products

debit cards

saving products

D. Retail asset products

personal loans

home loans
16

credit cards

Distribution channels
AXIS bank deliver retail products and services through a variety of distribAXISon outlets, ranging,
from traditional bank branches to ATMs and the internet, the key components of AXIS banks
distribAXISon network are described below.
A. branches: At the end of July 2003 AXIS bank had a network of 192 branches and extension counters across
the 80 cities of the country.
B. phone banking: The phone banking centers functions 24 hours a day and offer self service to customers for
automated phone banking. The 24-hour phone banking centers currently hand over 1 lac contact a
day, and this no is constantly on the upswing.

C. automate teller machines(ATMs): AXIS bank has a good network of ATMs in the country of the 822 ATMs at the end of july
2003
Were located at branches and extension counters.

Vision
To be the preferred brand for total financial banking solAXISons for both corporate and
individuals
17

Mission

To identify and support initiative, which are designed to improve the capacity of the poorest of
the poor to participate in the larger economy.

These initiatives much be east effective, capital of large scale replications and should have the
potential for both near and long term impact.

To leverage technology in orders to overcome constraints and enhanced the effectiveness of

various social initiatives.

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.

Focus areas
Lower middle class
Primary education

Financial profile of the company : 1. Balance sheet

2. Profit and loss account

18

History about Axis - Bank

Mar-13

AXIS Bank ties up with IIFCL to provide finance for infrastructural projects in the
country

Mar-12

AXIS Bank launches Car Loans in association with Mar AXIS Udyog Ltd

Mar-08

AXIS Bank opens a Full Licence Bank Branch in Hong Kong

Feb-07

Finance Minister Shri P. Chidambaram Launches Shriram - AXIS Bank Co - Branded

Credit Card Exclusively For Small Road Transport Operators (SRTOS)

Feb-07

AXIS Bank announces the launch of its Meal Card

Feb-07

AXIS Bank announces the launch of its Gift Card

Feb-07

LIC Premium payment now through AXIS Bank Branches

Jan-07

AXIS bank opens Priority Banking branch in Mumbai and Kolkata

Nov-06

AXIS Bank opens Priority Banking Lounge in Pune

Sep-06

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

Aug-06

AXIS Bank announces the launch of its Credit Card Business

Aug-06

AXIS Bank becomes the first Indian Bank to successfully issue Foreign Currency
Hybrid Capital in the International Market

Aug-06

AXIS Bank Business Gold Debit Card MasterCard Launched - Designed for business
related spending by SMEs and self employed professionals

Aug-06

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

association with Dignity Foundation

Aug-06

AXIS Bank rolls out its 2000th ATM

Jul-06

AXIS Bank opens Representative Office in Shanghai

May-06

AXIS Bank and LIC join hands to launch an Annuity Card for group pensioners of
LIC

May-06

AXIS Bank ties up with Geojit Financial Services to offer Online Trading service to
its customers

Apr-06

AXIS Bank opens its first international branch in Singapore

Jan-06

AXIS Bank and AXIS Mutual Fund to launch a new service for sale and redemption
of mutual fund schemes through the Bank's ATMs across the country

Dec-05

AXIS Bank wins International Financing Review (IFR) Asia 'India Bond House'
award for the year 2005
19

Oct-05

AXIS Bank extends banking services to the rural milk producers in Anand and Kheda
districts in Gujarat

Jul-05

AXIS Bank and Visa International launch Mobile Refill facility - Anytime, Anywhere
Pre-Paid Mobile Refill for all Visa Cardholders in India

May-05

AXIS Bank and Bajaj Allianz join hands to distribute general insurance products

Apr-05

AXIS Bank launches Smart Privilege - a special bank account designed for women

Mar-05

MTNL ties up with AXIS Bank for payment of telephone bills through the Bank's
ATM network

Mar-05

AXIS Bank gets listed on the London Stock Exchange, raises US$ 239.30 million
through Global

Mar-05

Depositary Receipts (GDRs)

Feb-05

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

Feb-05

AXIS Bank launches a powerful version of Kisan Credit Card

Jan-05

AXIS Bank ties up with Remit2India to launch the Remittance Card

Mar-04

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

Feb-04

Bilateral arrangement between State Bank of India (and its 7 associate member banks)
and AXIS Bank. comes into force with the commencement of operations (as on 3rd
February '04) of the combined network of over 4000 ATMs

Feb-04

AXIS Bank (by pursuing a proactive strategy of forging bilateral agreements and
being a progressive player in the multi-lateral consortiums for shared ATM network)
offers its customers access to over 7000 ATMs across the country - the largest to be
offered by any bank in India so far.

Dec-03

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

Sep-03

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

Sep-03

Bank launches the Travel Currency Card.

Aug-03

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

Aug-03

Total Advances cross Rs 7,000 Crore.

May-03

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

Mar-03

Bank signs Agreement with Employees Provident Fund Organization (EPFO) for
20

disbursement of Pension
Mar-03

Bank crosses the 800 ATM mark

Mar-03

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

Mar-03

Preferential offer to Life Insurance Corporation of India (now constitAXISng 13.54%

of

Mar-03

the Bank's expanded equity), Citicorp Banking Corporation, Bahrain (holding 3.84%),
ChrysCapital I,

Mar-03

LLC, Mauritius (holding 3.84%) and Karur Vysya Bank Ltd.(constitAXISng 1.00%)
The Bank also

Mar-03

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

Feb-03

Bank, in a pioneering move, launches the AT PAR Cheque facility, free of cost, for all
its Savings Bank customers.

Feb-03

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

Oct-02

Bank launches Corporate iConnect? - the Internet Banking facility for Corporates

Aug-02

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

Apr-02

Bank opens its 500th ATM

Mar-02

Deposits Cross Rs.12, 000 Crore

Jan-02

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

Jan-02

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

Dec-01

Total Advances cross Rs 5,000 Crore

Nov-01

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

Sep-01

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

Aug-01

Bank signs MoU with India Post for introducing value added financial products and
services to customers of both organizations, including setting up of AXIS Bank ATMs
in post offices.
21

Jul-01

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

Dec-00

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

Oct-00

Bank becomes fully networked

Jul-00

E-commerce initiatives announced

Jul-00

Financial Advisory Services offered beginning with marketing of US 64

Apr-00

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

Apr-00

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

Mar-00

Profits cross Rs 50 crore mark for the first time.

Feb-00

Bank adopts Finacle software from Infosys for core banking

Jan-00

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

Sep-99

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

Mar-99

Deposits cross Rs.3000 crores

Sep-98

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

Jun-96

Crosses Rs.1000 crore deposit mark

Mar-95

Completes first profitable year in operation

Apr-94

First branch of AXIS Bank inaugurated at Ahmedabad by Dr. Manmohan Singh,

Hon'ble Finance Minister, Government of India.

Dec-93

AXIS Bank comes into being

Dec-93

Registered office at Ahmedabad; Head office at Mumbai

22

Board of Directors
The Bank has 12 members on the Board. Dr. P. J. Nayak is the Chairman and Managing Director of the
Bank.

The

members

of

Dr. P. J. Nayak
Shri K. Narasimha Murthy
Shri Surendra Singh
Shri M. Raghavendra
Shri Paul Fletcher
Shri Donald Peck
Shri N.C. Singhal
Shri Yash Mahajan
Shri R. N. Bhardwaj
Shri A.T. Pannir Selvam
Shri J.R. Varma

the

Board

are

Chairman & Managing Director

Director
Director
Director
Director
Director
Director
Director
Director
Director
Director

Our Mission

Customer Service and Product Innovation tuned to diverse needs of individual and corporate
clientele.

Continuous technology upgradation while maintaining human values.

Progressive globalization and achieving international standards.

Efficiency and effectiveness built on ethical practices.

More Values

Customer Satisfaction through

Providing quality service effectively and efficiently
Smile, it enhances your face value" is a service quality stressed on
Periodic Customer Service Audits

23

PROBLEM ABOUT BANK

Low interest rates present a substantial problem for bank earnings. The Fed Funds rate historically
averaged a little over five percent. A checking account with $1,000 on deposit earned the bank $50,
which allowed it to process checks, mail statements and pay FDIC insurance, perhaps with a little left
over. Profits were boosted by overdraft and ATM fees. Now, however, one-fourth percent interest is
what banks earn on deposited money, or just $2.50 a year on a $1,000 account. That wont cover
processing checks or mailing statements every month. New regulations have made banking a
challenge, but the low interest rate environment has been even worse for profits.
The outlook is for no improvement. The Federal Reserve has stated its commitment to keep short-term
interest rates low for a long time. In October 2012 the policy-making committee anticipated low rates
on Federal Funds at least through 2015. More recently they have tied easy money policy to
economic conditions, telling us to expect low interest rates so long as unemployment remains above
6.5 percent and inflation is low. Unemployment is currently 7.8 percent, down from 8.6 percent a year
ago. We probably have all of this year and most of next before the Fed is tempted to raise interest
rates. (What to do about continued low interest rates will be discussed below.)
The second problem is slow growth of loan volumes. It might sound like a patient banker
would eventually see her problems solved by slow loan growth. Unfortunately, deposits are growing
faster than loans. Over the past 12 months, total bank loans have risen by less than four percent, while
deposits have increased over eight percent. The overall loan-deposit ratio for the banking industry is
the lowest it has been since 1984. The Feds easy money policy will keep deposits flowing in faster
than loan demand increases.
Business loans are the fastest growing segment, with real estate and consumer loans just barely
expanding. There should be more opportunity in 2013 for real estate loans related to residential
construction, and a little opportunity for more consumer lending.
The third banking problem for 2013 will be new regulations. Dodd-Frank requires 200 to 400
new federal rules to be enactedestimates vary, suggesting the magnitude of confusion about the law.
By any measure, a huge amount of rule-making remains to be completed. Just understanding the rules
is a major challenge, possibly even greater than altering practices to comply with the rules.
24

This is the environment bankers will face in 2013. How can they make the best of a not-so-great
situation? First, address the low interest rate environment by looking carefully at fee opportunities. It
certainly seems that consumers are tired of bank fees, but it is totally unrealistic to expect banks to
provide deposit products at a loss. Bankers need to do a better job explaining the economics of
checking accountshow high interest rates allowed banks to provide free checking, but todays low
interest rates necessitate higher fees.
Low interest rates and weak loan growth mean that deposits are not very valuable. Banks should make
sure that they are offering very low interest rates on time deposits. Just when you think you are as low
as you can possibly go, you will see a competitor go lower. Follow him down. If you lose a few
depositors, know that you didnt have a good use for the funds anyway.
Loan growth could be stronger at virtually every bank in America. Strategies for growing loan
volumes have been poorly developed. Banks will try to poach competitors lenders, will engage in
half-thought-out loan promotions, and often fail to develop a total plan for loan growth. Bankers
should evaluate market areas, develop a plan, and then execute the plan. The bad news is that quick
results are unlikely. The good news is that a well-developed loan strategy will enable superior earnings
for years to come.
Third, banks have little choice but to live with the new regulations. Belly-aching doesnt seem to work
very well. The rule-making process rewards active participants, so the industry associations play a
vital role in preventing the worst regulatory excesses. Within the bank, every institution needs a wellrun compliance function. This is difficult for smaller institutions, but its just as vital as opening the
doors in the morning.
Finally, recession is a risk for banks and the entire economy. Bankers, along with all other business
leaders, should do contingency planning for a possible downturn. For advice on that process, see the
links below.

25

COMPETITION ANALYSIS
There

are twp areas of competitions which banking industry is facing internationally and nationally. In

the pre-liberalization era, Indian banks could grow in a closed economy but the banking sector opened
up for private competition. It is possible that private banks could become dominant players even
within India. It has been recorded a rapid rise of the new private sector banks and it has tracked the
transformation of the public sector banks as they grapple with the changes of financial deregulation.

Use of ATM cards, Internet Banking, Phone Banking, Mobile Banking are the new innovative
channels of banking which are being widely used as they result in saving both time and money which
are two essential things that every one is short of and is running to catch hold of them. Moreover
private sector banks are aligning its infrastructures, marketing quality and technology to build deep
commitment in building consumer and retail banking. The main focus of these banks is on innovative
range of services or products
Major Competitor list are below :-

26

COMPETITORS List
1. ICICI BANK
2. HDFC BANK
3. HSBC BANK[INTERNET BANKING]
4. SBI BANK
5. CANARA BANK
6. INDIAN OVERSEAS BANK
7. PUNJAB NATIONAL BANK
8. BANK OF BARODA
9. CITY BANK
10. IDBI BANK
11. VYSYA BANK
12. STANDARD CHARTERED BANK
13. ABN AMRO BANK
14. AMERICAN EXPRESS
15. INDUSIND BANK
16. SBBJ BANK

27

Strategy
The liberalization and growth of the Indian economy provides AXIS bank with significance
opportunities to proceed superior financial products and service to the corporate and the retail sector
AXIS banks objective is to enhance its position an Indias premier financial services provider. The key
element of AXIS bank business strategy is: 1. focus on quality growth opportunities by
a) Building a strong retail franchisee.
b) Maintaining and enhancing strength in corporate banking.

Comprise conservative risk management practices and enhanced assets qualities.

Used technology for comparative advantage.

Attract and retain talented professionals.

28

SWOT ANALYSIS

29

SWOT ANALYSIS
The objectives of a SWOT analysis are to build on your strengths and minimize your weaknesses. Find
comparable companies to develop your own SWOT analysis. This sample SWOT analysis for Smart
Card Marketing Systems Inc company in United States can provide a competitive advantage.
1. STRENGTH
1. Experienced management.
2. Strong and well spread network of qualified intermediaries and sales person.
3. Strong capital and reserve base.
4. The company provides customer service of the highest order.
5. Huge basket of product range which are suitable to all age and income groups.
6. Large pool of technically skilled manpower with in depth knowledge and understanding of the
market.
7. The company also provides innovative products to cater to different needs of different customers.
2. WEAKNESS
1. No brands
2. Low debt rating
3. Low productivity
4. Low profitability
5. Too many taxes
6. Heavy management expenses and administrative costs.
7. Low customer confidence on the private players.
8. Poor retention percentage of tied up agents.
3. OPPORTUNITIES
1. Global reach of business
2.New products and services
3. New acquisitions
4. New markets
5. Income level is at a constant increase
30

6. There will be inflow of managerial and financial expertise from the worlds leading insurance
markets. Further the burden of educating consumers will also be shared among many players.
7. International companies will help in building world class expertise in local market by introducing
the best global practices.
4. THREATS
1. Rising cost of raw materials
2. Increase in labour costs
3. Price changes
4. Increasing costs
5. Tax changes
6. Government regulations
7.Other Private Bank Companies Also vying For The Same non bank customer Population.
8 .Big Public Secter insurance Companies Like HDFC, ICICI, YES BANK, STANDARD CHARTAR
And many Government Bank .
9.Poaching of Customer by other companies.
10.Most People do not understand the need or are not willing to open account in general.

31

Significance of Report
The research is significant for me and the bank thus significant as follow to the trainee as follow : a. To the trainee

The research has provided the trainee practical knowledge regarding the organization working,
survey and other aspect of marketing.

This research is also essential for me in fulfillment of MBA curriculum

b. To the bank

Research would help the bank to get the lead of potential customer and current satisfaction
level among existing relationship companies

To study the opportunity of cross sailing of oher product and services

The suggestion provide the researcher will be helpful to improvement of class and quality of
service to new and current customers and also help to enhance the activities

c. to the customer

The research will become a medium to convey the dissatisfaction factor to the appropriate
person in the management

The researcher would help the manager and other executives of bank to the valuable
information of potential customer.

32

Advantages Of Smart Card

More Secure
This simple technology has revolutionized the payment card industry and increased the level of card
security. These cards use encryption and authentication technology which is more secure than previous
methods associated with payment cards. The microprocessor chip embedded at the heart of the smart
card requires contact to the card reader and certain areas of the chip can be programmed for specific
industries.
Safe to Transport
Another advantage to having a smart card is their use in the banking industry (and many other sectors).
These cards give the holder freedom to carry large sums of money around without feeling anxious
about having the money stolen. In this regard, they are also safe because the cards can be easily
replaced, and the person would have to know the pin number to access its stored value. This takes care
of the problem with cash; once it is stolen it is nearly impossible to trace and recover it.
Double as an ID Card
A third advantage of using a smart card is that they can provide complete identification in certain
industries. There are numerous benefits of using smart cards for identification. A driver's license that
has been created using smart card technology can give the police the ability to quickly identify
someone whose been stopped for speeding or reckless driving. These cards can be used by health
professionals to identify someone who is brought in by an ambulance but unconscious or unable to
speak.
Prevents Fraud
Other benefits of using smart cards for identification can be used by governments to prevent benefits
and social welfare fraud to ensure the right person is receiving the welfare benefit. Some countries are
using the smart cards to identify temporary workers who have been given work permits. This has the
potential to reduce immigration fraud.
Smart cards are just as easy to use as a credit or debit card, but considerable more secure. They are
lightweight and easy to carry. This makes it easy to have one card to pay for parking, access to the
office, and for buying lunch at the office cafeteria.

33

Disadvantages
Easily Lost
Like a credit card, smart cards are small, lightweight and can be easily lost if the person is
irresponsible. Unlike credit cards, smart cards can have multiple uses and so the loss may be much
more inconvenient. If you lose a card that doubles as a debit card, bus pass and key to the office, you
could be severely inconvenienced for a number of days.
Security
A second disadvantage of the using smart cards is their level of security. They are more secure than
swipe cards. However, they are not as secure as some in the general public would believe. This creates
a false sense of security and someone might not be as diligent as protecting their card and the details it
holds.
Slow Adoption
If used as a payment card, not every store or restaurant will have the hardware necessary to use these
cards. One of the reasons for this is since the technology is more secure, it is also more expensive to
produce and use. Therefore, some stores may charge a basic minimum fee for using smart cards for
payment, rather than cash.
Possible Risk of Identify Theft
When used correctly for identification purposes, they make the jobs of law enforcement and healthcare
professionals easier. However, for criminals seeking a new identity, they are like gold, based on the
amount of information it can contain on an individual. Some advantages that smart cards bring:
It provides reduction in costs
It has technical specification standards
It gives security of information
It has more organized information
It has emergency information
The process doesn't require paper
One card can access multiple transactions
It can do transactions off and on-line
It is more convenient, since people don't have to carry cash or multiple cards
34

 It reduces fraud
It has high memory capabilities
It has the ability for on-site approval
End-user only accessibility

Besides advantages, smart cards also have some disadvantages, such as:
Fees applied with the use of a card
It gives liability issues if stolen or lost
The accuracy of information is small
Lack of technology to support users
It is potential for too much data on one card if lost or stolen
It is a potential area for computer hackers and computer viruses

35

OBJECTIVE OF RESERACH
A study on working and practice of banking with the view to understand the various expects of
banking I undergo as a management trainee in AXIS bank karnal.
The main aim was to learn in detail the various aspect of operation management and marketing of
bank products and services
The main object of research work as follow
To check the awareness of Smart Banking among the customers.
Maintain relationship between Customer and CRM.
To study the factors influencing the choice of a Bank for availing services.
To get suggestions for improvement or change in the smart banking of public and private sector
banks.
To attract customer and to make profit for the bank
To get knowledge of day to day work done in AXIS bank
To identify the reasons for not using Smart Banking.

36

Scope of research
The research was conducted for AXIS bank limited in karnal city 5 Sep 2014. The research was
conducted in operational and marketing aspect of the Account and bank products .
The research collected to detail information by personal interview and data collection sheet.

Limitation of research
Every research has its own constraints which keep limitation to work similarly this research has
also limitation due to which the researcher could not get detailed information regarding project.
These are:

Though full efforts have been made but due to the lack of past experience in the marketing
field I failed some areas have been left from including in the study

Due to the limitation of time I was unable to cover more sample (data collection sheet) and
to fridge the lead granted.

37

Chatper-4- Research Methodology

Type of Research
The study at Smart Banking is a combination of analytical and practical study. It is based on data
collected from records of the Axis Bank and is administered to various departmental heads connected
with Banking Industry.

1. Descriptive

2. Correlation

3.Explanatory

4. Exploratory

1. Descriptive research - attempts to describe systematically a situation, problem, phenomenon,

service or programme, or provides information about , say, living condition of a community, or
describes attitudes towards an issue.
2. Correlational research - attempts to discover or establish the existence of a relationship/
interdependence between two or more aspects of a situation.
3. Explanatory research- attempts to clarify why and how there is a relationship between two or
more aspects of a situation or phenomenon.
4 Exploratory research- is undertaken to explore an area where little is known or to investigate the
possibilities of undertaking a particular research study (feasibility study
/ pilot study).

38

Type of Data collected:

Primary data - When the data is collected for the first time for the study by the researchers is
called primary data. Face to face interaction with customers of investment with
structured questionnaire.

Secondary data - These are those data which have already been collected by some one else &
which have been passed through statistical process. Secondary data used to this report is
obtained from websites, news papers, and magazines as well as brochure.

SAMPLING PLAN:
Since it is not possible to study whole universe, it becomes necessary to take sample from the universe
to know about its characteristics.
Sample Technique: Random Sampling.
Research Instrument: Structured Questionnaire.
Contact Method:Personal Interview
Sample Size
Samples of 100 individual were selected on the basis of convenient sampling technique. The
individuals were selected in the random manner form sample and were collected from them for the
research study

Types of Sample Design

1. Probability

Simple Random

Systematic

Stratified

Cluster

39

2. Non Probability

Convenience

Judgmental

Snowball

Quota

Opt-in

Panel

RESEARCH PROCESS

40

Target group
The target segment for the general data were mainly advice from the external source. Groups tapped
for the data collection sheet and personal interview work from industrial directories, personal
reference and the data from Internet
Target segment for the phone calling were derived from the confirmed assorted gets from phone
directories, industrial directories etc. call was made to the selected organization or customer in the
directly and ask for the personal meet and also other information which is helpful to create data base
was collected.
Data collection from the sheet, personal interview, and other channel work organized as under: Data sheet for salary account
Particular

Call made

Call converted

Lead granted

Automobile industry
Garment
export
house
Education institute
Architect
Hospital
Government
department

4
30

4
20

2
17

20
5
5
5

15
3
2
3

12
2
1
2

From the above table we found out that maximum of the customer are from the category of garment
and export business and our shopkeepers
Data sheet for saving accounts
Particular

Call made

Call converted

Lead granted

Doctors

15

10

C.A.S

20

10

Jewelers

10

Shopkeepers

30

25

10

Conceptual
Discussion

41

42

SMART BANKING
This section is fully dedicated to the Tech Banking. A decade before, it was tough to belief that banking sector
will be at a finger tip. Now its possible. A mobile hand set with a connection is the only instrument needed to
make

gateway

to

your

banking

transaction,

the

latest

innovation

of

technology.

Apart from the Mobile Banking, including of SMS Banking, Net Banking and ATMs are the major steps taken
by the banks in India towards modernisation. With all these devises and systems, there is a complete freedom to
experience.
Check your account, transfer your fund, make payments and what more, do anything of everything what has
been followed in physical banking since ages. But this time no standing for hours in front of cash counter and
no time boundation in withdrawing your own money.

Automated Teller Machine (ATM)

The first bank to introduce the ATM concept in

India

the

Corporation

Hongkong

and

Shanghai

Banking

was

(HSBC). It was in the year 1987. Now, almost

every

commercial banks gives ATM facilities to its

customers.

The first bank to cross 1,000 marks in installing

ATMs

in

India is ICICI. SBI is following the concept of

'ATMs

in

Quantity'. But Private Sector Banks have taken

the

lead.

ICICI, AXIS, HDFC and IDBI counts more than 50% of the total ATMs in India.
Public Sector Banks are also taking the installation of ATMs seriously for Indian market. They are either setting
up their own ATM centres or entering into tie-ups with other banks. The Corporation Bank has the second
largest

network

of

ATMs

amongst

the

Public

Sector

Banks

in

India.

The Indian banks have also come up with a 'Swadhan' scheme. Under this scheme, the banks can use each
other's ATM at a cost, usually Rs. 35 extra from their customers. The main feature of 'Swadhan Card' are as
follows:

No exchange fee charged to change an old ATM card for a Swadhan card.

Rs. 3,000 fixed as the ceiling on withdrawal.

Exception made for select customers who can withdraw up to Rs10,000. Still, this is lower than the
average withdrawal of Rs15,000 by regular ATMs.

IBA gives banks the discretion to decide a higher maximum amount for withdrawal.

43

Transactions conducted through any of the member banks appear on a bank statement, which is given
only by your own bank.

All transactions conducted in any of the member banks appear on the bank statement, but only your
own bank will provide this.

Cost of setting ATM center

Approximately Rs.1mn it takes for the setting of an ATM center. Rs.1.2-1.4mn per annum is needed for its
maintenance. To keep the cost in equilibrium position, there should be around 250-300 transactions per day per
ATM.
To overcome or to reach the break-even point, the banks are always encouraging its customers to use the ATMs.
Banks like HDFC and Citibank even charge penalty if a customer visits the branch.
NCR India and HMA Die bold are the main two players in this market to set up ATMs in India. The market,
according to them is whopping 100% and they are very optimistic to see 30,000 ATMs in India very soon

Mobile Banking In India

"The account that travels with you". This is needed in t oday's fast

business

environment with unending deadlines for fulfillment and loads of

appointments to meed and meetings to attend. With mobile

banking

facilities, one can bank from anywhere, at anytime and in any

condition or anyhow. The system is either through SMS or through

WAP.

(Check out for SMS Banking under different head)

Mobile Banking is the hottest area of development in the banking

sector

and is expected to replace the credit/debit card system in future. In

past two

years, mobile banking users has increased three times if we compare the use of either debit card or credit card.
Moveover 85-90% mobile users do not own credit cards.
Mobile banking uses the same infrastructure like the ATM solution. But it is extremely easy and inexpensive to
implement. It reduces the cost of operation for bankers in comparison to the use of ATMs.
Using compact HTML and WAP technologies, the following operations can be conducted through advanced
mobile phones which can is further viewed on channels such as the Internet via the Channel Manager.

Bill payments

Fund transfers

Check balances

Any many more which is also available in SMS Banking

44

In countries like Korea, two SIM Card is used in mobile phones. One for the telephonic purpose and the other
for banking. Bank account data is encrypted on a smart-card chip. About 3.3 million transactions were reported
by Bank of Korea in 2004.

45

SMS Banking
Businesses are in move. So is to be your money. You may have to thank the banks which are providing banking
at the send- of-your-sms. The technology is at its highest level to move your money while you are on the move.
If you are having non-WAP enabled mobile handset, you can use the facility of SMS services. The following
operations can be easily used by the service provider:

Balance enquiry

Last three transactions

Cheque payment status

Cheque book request

Statement request

Demat - Free Balance Holding

Demat - Last two Transactions

Bill Payment

The SMS facility brings peace of mind to customers and opens doors to many more technological possibilities
and innovative services. It is very similar to how an ATM works.
To use ATM, a card is necessary and to use SMS service, a mobile phone is needed. In both the cases, secret
number

is

necessary

to

access.

SMS banking is also very much safe. First, one authenticates the mobile number with the authentications key.
Second, the customer uses secret Mobile Personal Iddentification Number (MPIN).
A new concept has been developed by Bank of Punjab Ltd. They call it "Mobile Wallet". With the support of
this technology, a customer can make payment and receive payment of account of buy/sell (merchants) through
SMS.
In this system, a buyer sends a message for buying and the bank in return sends a message confirming the
purchase both to the merchant as well as to the buyer. Debit card number is the key field which is used for the
authenticity of the customer.
The processes of the service are simplified as under:

Customer has to send "REG(one space)(Account Number)(one space)(Debit Card Number)" as an SMS
to

bank's

mobile

number

9810999992

for

registration.

For

e.g.

"REG

06SB11052122

5047531105000109109" Bank will confirm the registration with the return message.

After that customer will visit nearest branch to collect the service brochure and get it filled.

Registration will be a one time process.Once registered, customer would be able to buy things from any
of the registered merchant of the bank.

46

INTERNET BANKING
In India, the regulatory body has not yet sanctioned virtual bank, in abroad there are banks like EGG Bank or
NET Bank, which only have a virtual presence without any physical branches.
Net Banking has three basic features. They are as follows:

The banks offer only relevant informations about their products and services to the mass.

Few banks provide interaction facility between the banks and its customers.

Banks are coming up with arrangements of utility payments, like telephone bills, electricity bills, etc.

The current statistics show that hardly 10 per cent of Indian customers uses the internet for banking. Among all
the facilities provided, the maximum of them uses only for checking balance or requesting for a cheque book.
Very

few

customers

uses

the

advance

interactive

services

provided

by

the

banks.

According to HDFC and ICICI Bank, 17 per cent of ICICI customers use the Internet for banking and 10 per
cent

of

HDFC

customers

prefer

it.

Cost of installation of services

For basic features, the cost for providing such services to the banks come around Rs 40 lakh to Rs 50 lakh. For
the third level service or sophisticated services, the investments mount to the tune of Rs 4 crore to Rs 5 crore.
These investments is just a fraction if compared to the operations of the bank using physical infrastructure.
Services provided by Net Banking
Queries

Check Balance

See Statement

Inquire about cheque status

Ask for a Statement

Ask for a Cheque Book

Inquire about Fixed Deposit

Inquire about TDS details

See Demat Account

Update profile

Transactions

Stop a Cheque

Pay Bills
47

Ask for a Demand Draft

Transfer funds between your accounts

Transfer funds to a third party

Request for a new Fixed Deposit

Shop Online

Pay Bank Credit Card Dues

Advantages of Net Banking

It removes the traditional geographical barriers as it could reach out to customers of different
countries/legal jurisdiction. This has raised the question of jurisdiction of law/supervisory system to
which such transactions should be subjected.

It has added a new dimension to different kinds of risks traditionally associated with banking,
heightening some of them and throwing new risk control challenges.

Security of banking transactions, validity of electronic contract, customers' privacy, etc., which have all
along been concerns of both bankers and supervisors have assumed different dimensions given that
Internet is a public domain, not subject to control by any single authority or group of users.

It poses a strategic risk of loss of business to those banks who do not respond in time to this new
technology, being the efficient and cost effective delivery.

48

PLASTIC MONEY
Credit Card
Credit cards in India is gaining ground. A number of banks in India are encouraging people to use credit card.
The concept of credit card was used in 1950 with the launch of charge cards in USA by Diners Club and
American Express. Credit card however became more popular with use of magnetic strip in 1970.
Credit card in India became popular with the introduction of foreign banks in the country. Credit cards are
financial instruments, which can be used more than once to borrow money or buy products and services on
credit. Basically banks, retail stores and other businesses issue these.
Major Banks issuing Credit Card in India

State Bank of India credit card (SBI credit card)

Bank of Baroda credit card or BoB credit card

ICICI credit card

HDFC credit card

IDBI credit card

HSBC credit card

Citibank Credit Card

49

Precautions taken after receiving credit card

To Avoid:

Bending the Card.

Exposure to electronic devices and gadgets.

Direct exposure to sunlight.

Be cautious about disclosing your account number over the phone unless you know you're dealing with
a reputable company.

Never put your account number on the outside of an envelope or on a postcard.

Draw a line through blank spaces on charge or debit slips above the total so the amount cannot be
changed.

Don't sign a blank charge or debit slip.

Tear up carbons and save your receipts to check against your monthly statements.

Cut up old cards - cutting through the account number - before disposing of them.

Open monthly statements promptly and compare them with your receipts. Report mistakes or
discrepancies as soon as possible to the special address listed on your statement for inquiries. Under the
FCBA (credit cards) and the EFTA (ATM or debit cards), the card issuer must investigate errors
reported to them within 60 days of the date your statement was mailed to you.

Keep a record - in a safe place separate from your cards - of your account numbers, expiration dates,
and the telephone numbers of each card issuer so you can report a loss quickly.

Carry only those cards that you anticipate you'll need.

50

To Do:

Please sign on the signature panel on the reverse of the Card immediately with a non-erasable ball-point
pen (preferably in black ink). This will ensure that the benefits of membership are yours and yours
alone.

Keep the Card in a prominent place in your wallet. You will notice if it is missing.

Resons credit card being rejected at retail outlet:

One may have exceeded the borrowing limit or defaulted (constantly) on minimum payment due.

The Card is hotlisted.

The card has crossed its expiration date.

Non-receipt of dues of one-card blocks future transactions on any other card(s) held of the same cardissuing bank.

The magnetic stripe on the reverse of the card is damaged i.e. has been scratched or exposed to
continuous heat/direct sunlight or magnetic field-like card kept near a TV set / other electronic
appliances.

Systems or technology failures have in rare instances also led to non acceptance of cards when swiped
through an Electronic Terminal.

SALARY ACCOUNT
With this mind it is our continuos endveour to facilitate our corporate client in doing business
effectively by helping them keep there employs happy traditionally organizations distribute
salaries in any of the following ways: 1.cheque
2.demand draft
3.cash
4.crediting in the bank account of employs
We fell these methods of distribAXISon can lead to
1.adminstrative lassies [like printing to cheque/DD`s, handling cheque etc
2.extra cost u in use on such activities
51

3.risk of the late payment leading to unhappiness with employees

4.in case of outstation employs, risk of cheque getting lost in transit.

Salary account offering from AXIS bank addresses the critical issue of distribAXISng salary to
employs on the time. We feel a salary account offering like ours can help u overcome this problem and
u can disburse salary a smoother and efficient manner from a centralized location.
Basics about the products
An organization can operate for the salary account product offered by AXIS bank an advise in form of
cheque for the total salary amount along with the salary details of the designated employs in a solo
copy format, AXIS bank will credit the respective employs accounts with the amount as given.

BENEFITS
Since the bank handles the salary distribAXISon process the corporate enjoys numerous benefits like:
1.salary distribAXISon for all yours employs though a single cheque
2.to account would remain open even if the bank balance become zero
3.multi location salary disbursal possible with AXIS bank network
We hope that these salary accounts would help u to disbursal salary in a cost effective and efficient
manner and would keep Ur employs happy and satisfied.
d. benefit to the company:1.salary disbursement for all Ur employs though a single cheque
2.mAXISlocation commission disbursal possible with in AXIS bank network

b. Benefit for the staff: (Free benefits)

1.

Debit cum ATM card

-debit card free of cost to the account holder and] optimal all

international debit cards free benefits

2.insurance account holder get accidental insurance of 2 lac (with premium free of cost).
2. free anywhere banking national wide exist to account[with in our network]
52

4.free cheque book personalized cheque book to Ur requirement

5.a net facility account holder operate bank account through the Internet free of cost
6.free phone banking information about products of bank, balance inquiry, cheque status, detail
of group company products available on phone
(Optional features)
1.demat facility- unique integration of bank account with the demat and broking account.
2.attractive recovering deposit attractive interest rate, regular saving and FD
3.quantum optima- premium `twin benefit, account liquidity and high return [balance over
Rs10000 shall be move to FD automatically multiples of Rs 5000
(Other feature)
1.balance requirement quarterly avg. balance specially reduced to zero.
Detail of product offers salary account
A. benefit to the company
-- Salary disbursement for all Ur employs through a single cheque.
--Multi location commission disbursal possible wit in AXIS bank network
B. benefit for the employs

Combining the acceptation of a credit card

Accepted over 822 ATM all over India

Direct online debit to Ur saving a/c.

Zero lost card liability after responding / reporting

International debit card annually

24 hrs for time independent banking

Good spread of ATMs network over the country

No transaction cost, no restriction on no. of transaction

Accidental insurance of 2 Lac without any cost

Online banking facility free of cost

53

---Network of ATMs all over of India

Following transaction is possible on ATMs

Mini statements

Balance inquiry

Cheque books request

Highest daily withdrawal of Rs 40,000

Cheque drop box at ATM centers

Cash deposit at each ATM centers

1. Free infinity Internet banking

24 hrs access for salary a/c.

Summary of all Ur a/c.

Funds transfer from one a/c to another a/c within AXIS bank.

Transfer of funds to fixed deposit.

Electronic request for cheque book and stop payment.

Statement of A/c.

2. Free anywhere banking national wide access for salary A/c

3. Free checkbook as per Ur requirement
4. Free phone banking detailed of Ur A/c, product information, and request for a new
checkbook, an
A/c Statement, report loss of care and many more services.
5. Credit card added insurance of 2 lac

OPTIONAL FEATURES

Demat facility unique integration of bank A/c wit h demat and broking A/c.

Attractive recurring deposits attractive interest rate, no tax deduction at source.

54

Quantum optima earn fixed deposits returns on Ur saving A/c, liquidity of saving A/c and
high return of fixed deposit.

Auto sweep automatic daily transfer of surplus balance above Rs 10,000 from your saving
account to fixed deposit in multiple of Rs5000 which earn FD interest annually

Auto-reverse

Auto-renewal

MIS
Criteria for new potential salary account

All the organizations that beliefs in long term relationship with the customer are providing class and
quality of service to the customer for that they having some criteria for new relation. AXIS bank also
beliefs on this policy and having criteria for new salary accounts relationship
1. average no of employees in the organization should be more than 10
2. if employees are less then 10 then total monthly salary distribAXISon to the employees
should be more then 1 lac

55

Saving account
With this in mind it is our continuos endeavor to facilitated our corporate clients in doing businesses
effectively by helping them keep them their employees happy. Saving accounts offer by AXIS bank
address the criteria to comfort the client by providing efficient and effective service.
Basic about the product
An organization can operate for the saving account product offered by AXIS bank for the convenience
of the customer and can enjoy numerous other befits, the customer have to fill a form to become client
Benefits
1. the client could enjoy the zero balance facility
2. the client can enjoy the facility of accidental insurance without any cost
3. the client can enjoy the facility of FD in multiple of Rs 5000
we hope that the benefit of saving account would keep our client happy and satisfied.
Detailed of the product saving accounts
1. average quarterly balance: - client have to maintain average quarterly
balance of Rs 5000
2. zero balance facility: - even if the balance zero the account would not
close
3. debit cards and ATM cards: - client would get the debit card for the
withdrawal money through ATMs
4. insurance facility: - on the debit card client would get the facility of
accidental insurance of Rs 2 lac and premium would me filled by bank
itself
5. online facility: - client could operate his account through the internet
free of cost
6. demat facility:- client could also handle the share trading
56

7. anywhere banking: - client could do banking anywhere in the country

without extra charge
8. check book: - client can use the check book according to its convenience
9. ATM facility: - client could withdrawal the money even he could deposit
the money from ATM
10. Telephone bills: - client could deposit the BSNL land line phone bill
through the ATM
11. Free phone banking: - information about the product, balance inquiry,
check status, detail are available on phone
12. Alternative recurring deposits attractive interest rates and regular
savings
13. Quantum facility:- premium twin benefit amount liquidity and high
return(balance over Rs 10000 would move to FD automatically in
multiple of Rs 5000)
Network of ATMs all over India

Following transaction is possible on ATMs

mini statement

balance inquiry

check book request

highest daily withdrawal of Rs 40000

check drop box at each ATM center

the cash deposited at each ATM center

57

Free infinity

internet banking

24 hours access for saving account

similarly of all our accounts

fund transfer from 1 account to another account

transfer of fund to fixed deposit

electronic request for check book and stop payment

statement of accounts

Criteria for new potential and saving account: All the organization that believe in long term relationship with the customer are providing class and
quality of services to the customer that hey having same criteria of new relation. AXIS banks also
believing on this policy and having these criteria for knew saving account relationship

transaction of money should be regular

clients should be attractive towards his facilities and account

58

BENEFIT OF SAVINGS ACCOUNT

From these facilities employers can benefitted in the following ways: Easy salary transfer from your current AXIS bank account to salary account
Salary disbursed efficiently
Instant salary credit for the companies who have Corporate Account in Axis bank
Easy payroll solutions in a 7x24 environment
Easy transaction facilities across the 3595 ATMs and above 827branches of AXIS bank
Easy understanding for the financial requirements specially in metro city

From these facilities employees can benefitted in the following ways:

Zero balance facility
Anywhere anytime banking facility through the network of 3595 ATMs and above 827 branches
International ATM cum Debit cards with easy cash withdrawal system
Funds transfer through online banking
Bill payment through online banking
Online shopping
Free of cost online trading with depository services
Meal card on the basis of Master card

59

DATA ANALYSIS AND

INTERPERTATION

60

DATA ANALYSIS AND INTERPETATION

Q CAN YOU OPERATE ATM?

YES
NO

81%
19%

Interpretation
The survey shows that maximum no. of customers know about the benefits of using ATM Facility.
The figure shows that 81% respondents are aware about the benefits of using ATM and only 19%
respondents are not aware about ATM-cum-Debit Card. The reason may be that they might be
having account other than saving account or they may be using some other product like FD, RD
etc.

61

Q DO YOU KNOW ABOUT THE PHONE BANKING FACILITY ?

YES
NO

55%
45%

Interpretation
The survey shows that out of 100 persons, 55% persons are aware about Phone Banking Facility and
45% persons are not aware about this.

62

DO YOU KNOW ABOUT THE INTERNET BANKING FACILITY PROVIDED

BY THE EXISTING BANK ?

YES
NO

36%
64%

Interpretation
The survey shows that most of the persons dont know about this facility as shown in the above figure
only 36% persons out of 100 are aware about Internet Banking Facility. Because the majority of the
respondents are do not know that how to operate Internet. So the majority of the respondents are not
aware of Internet Facility provided by their existing bank.

63

TRADING PROFITS
Year
Profit

2005-06
69

2006-07
314

2007-08
263

INCREASING REACH
Month
Centers
Covered
Branches+
Extn.
Counters
ATMs

March06
48

March07
63

March08
80

101

139

192

303

491

822

64

RISING PROFITABILITY
Year
Net Profit

2010-11
86

2011-12
134

2012-13
192

Operating
Revanues

261

615

733

65

ATM CHANNEL MIGRATION

Month
Cardbase
(Lakhs)

2010-11
2.9

2011-12
5.6

2012-13
12.2

Card withdrawls
(Crore)
No.of Transactions
(Lakhs)

70

177

419

15.9

35.3

66

INTELLECTUAL CAPITAL
Years
Profit
Below 30 years
28%
30-40 Years
11%
40-50 Years
2%
Above 50 Years
59%

Intellectual Capital

Below 30 years

28%

30-40 Years
59%
2%

40-50 Years

11%

Above 50 Years

INTELLECTUAL PROFILE
Qualification
CAICWA/CS/CFAS
MBAs
ENGINEERS/TECHNICAL
BANKING PROF.
OTHERS

Percentage
6%
25%
10%
34%
25%

Intellectual Profile

CAICWA/CS/CFAS
MBAs

25%

6%
25%

ENGINEERS/TECHNI
CAL
BANKING PROF.

34%

10%
OTHERS

67

Saving
HDFC

20%

25%

ICICI
UTI
15%

15%

INDUSIND
OTHERS

25%

SHAREHOLDING
Companies
AXIS-I
LIC
CDA
CitiCorp
Chrys Capital
Others

Percentage
33.56
13.54
20.12
3.83
3.83
25.12

Shareholding
Others
25%

UTI-I
LIC
CDA
CitiCorp
Chrys Capital
Others

UTI-I
33%

Chrys Capital
4%
CitiCorp
4% CDA
20%

FEATURES

LIC
14%

NATINALISE

PRIVATE BANK

FOREIGN BANK
68

Name of banks

BANK
SBI

SBBJ

ICICI

AXIS

HSBC

CITY

No of branch in Raj. 167

No of branch in 22

536
56

5
3

4
2

1
1

BANK
1
1

Kota
No of ATM in Kota
No of ATM in Raj.

5
27

24
50

16
32

1
1

2
2

6
22

Response of telemarketing
This response of phone call made our recorded as under

40% not interested

10% interested but not eligible

35% already account opened

15% will open an account

The analyses of already existing salary account of AXIS and another bank are

HDFC bank 23%

AXIS bank 13%
ICICI bank 28%
INDUSIND bank 4%
And other banks 32%
BANKS
HDFC
ICICI
AXIS
INDUSIND
OTHERS

PERCENTAGE
23%
28%
13%
4%
32%
Salary

23%

32%

HDFC
ICICI
UTI

4%

13%

28%

INDUSIND
OTHERS

69

The analyses of already existing saving account of AXIS bank and other banks are

HDFC bank

AXIS bank

ICICI bank

INDUSIND bank

Other banks

BANKS
HDFC
ICICI
AXIS
INDUSIND
OTHERS

PERCENTAGE
20%
15%
25%
15%
25%
Saving
HDFC

20%

25%

ICICI
UTI
15%

15%
25%

INDUSIND
OTHERS

Interpretation

Phone calls and personal interview gives a platform through which I get the basic idea about
potential customer.

Phone call are 1st interfaces between the customers and me, the percentage to success through
phone call is almost 20% during my training periods

Approximately only 18% of the corporate interviewed were seem to be interested in opening
there account in the bank
70

The main reason for this lower figure is that the employees of these organization and people for
saving account reside in different area so they may not have accessibility and inconvenience
difficulties

Some organization and there owner are having good relationship with their old bank whom
they have taken CC limit, loan etc.

Some bank establish their extension with in these organization so they enjoy the facility and
not interested to other offer

FINDING &
RECOMMENDATIONS
71

72

FINDINGS & RECOMMENDATIONS

Findings:
Customers are not aware of Smart Banking.
Relation between Customer and CRM is not good.
Customers queries are not resolved.
Customers are not happy with Bank services and their employees.
Recommendations:
On the basis of finding and analyzing the research recommended following suggestion: Customers need to be given education about Smart Banking.
New and different product should be launched to attract more customer
Untapped customer should be contacted in order to increase database though more channels
Response given by some customers should be taken care of and steps should be taken on the
same.
Calls were made to head office of big organization which having branch office in Kota city
and contacted at top level to establishing new relationship.
More interactive meeting at top level or events should be arranged so more customers could
come in contact.
More branch in state should be opened so that more people can have the service
Customer service should be improved.
There is need to recruit the more qualified persons on the post of field officer who are made
more liable and responsible commitment and clearly defined the product offer.
To eliminate the dissatisfaction of customer community and product demand are send to the
customer in proper time period.
To eliminate the dissatisfaction proper workshop and awareness programs like campaigning
are helpful and held on the client origination.

73

CONCLUSION

74

Chapter-8 :- Conclusion
With the emerge trend of globalization and privatization the look of Indian economy has taken new
dimensions. There are more possibilities of inward and outward souring at capital, labor and
technology. Indian export and job opportunity has tremendously increased. This new look of economy
has raised the demand for better banking facilities for corporate and there staff member.
There is great opportunity to established long-term relationship bulk of people. AXIS bank is one of
these finical institutes, which has given new vision to these offers. While going through the project I
have come across with this offer and made a study on the account services offered in Karnal City by
AXIS bank.
To undergo this study my prior job is to collects the data, which will provide me a base to interact with
the organization (task, public, private companies, education in Karnal City. It was found that the most
of customer appreciate the service provided by the bank and more keen to know about other offering
of the bank.
At last I concluded the study on the basis of finding and analysis of the survey. Most of the
existing customers of account holder were satisfied with the facilities provided by the bank.
Beside it account holders are also interested to know more about the other products like demat, credit
card, home lone etc. But the lack of qualified marketing execAXISves sales persons, the proper
presentation is not going to the potential customer, so the other banks, who having qualified marketing
execAXISve grab the opportunity of market so some more effort should be done to grab the
opportunity.
Thai the survey several that the organization has provide a wide range of product service and
investment plans. Banking that is flexible, innovative and prompt in meeting the customer
requirement. Over all it was observed that the customer were satisfied being as a member of
AXIS bank pariwar. They think one provide better services product and facility at one place in
comparison of other competitor banks customer.

75

QUESTIONNAIRE

76

To achieve the objectives,the questionnaire used was quite helful . The questionnaire used was in the
following form:
QUESTIONNAIRE
1.

WHICH TYPE OF ACCOUNTS DO YOU HAVE IN DIFFERENT BANKS?

Saving Current Demat Fixed Deposit
Salary
ICICI Bank
HDFC Bank
Canara bank
State Bank of India
Punjab National Bank

2.

CAN YOU OPERATE ATM?

YES
NO

3.

ARE YOU KNOW ABOUT ATM CHARGES?

YES
NO

4.

ARE YOU SATISFIED WITH THE INFRASTRUCTURE OF YOUR EXISTING BANK ?

YES
NO

5.

ARE YOU AWARE ABOUT THE PHONE BANKING FACILITY ?

YES
NO

6.

ARE YOU AWARE ABOUT THE INTERNET BANKING FACILITY PROVIDED BY THE
EXISTING BANK ?
YES
NO

7.

ARE YOU AWARE ABOUT SALARY A/C WITH ZERO BALANCE?

YES
NO

8.

ARE YOY AWARE ABOUT INSURANCE FACILITY IS PROVIDED BY YOUR

EXISTING BANK ?
YES
NO

.
77

9.

ARE YOU SATISFIED WITH THE CUSTOMER CARE SERVIVES PROVIDED BY YOUR
BANK?
YES
NO

10.

WHAT TYPE OF FACILITIES THE BANK IS AVAILING TO THE CUSTOMRS :

Phone banking

11.

ATM

Insurance

FD

Customer care

statement

pan card
cheque book
cash deposit

WOULD YOU LIKE TO AVAIL OF ANY OF OUR PRODUCTS AND SERVICES?

YES

NO

78

BIBILOGRAPHY

79

Bibliography
BOOKS :-

First Bank Account and First Investments Smarts

How to Increase a Bank's Deposits

Internet links

WWW.AXISBANK.COM

WWW.GOOGLE.COM

www.axisbank.com/careers/careers.asp

www.traderji.com

80