SUMMER TRAINING REPORT ON LEVEL OF CUSTOMERS SATISFACTION IN AXIS BANK

Submitted in Partial Fulfillment of the Requirements For The Award of the Degree of Bachelor of Business Administration (BBA) (Banking & Insurance) To Guru Gobind Singh Indraprastha University, Delhi Submitted To: Dr. AJAY KUMAR Project Guide Submitted By: DHIRAJ GOYAL Enrollment No.: 01420501809
BBA (B&I) 5th SEM

BLS INSTITUTE OF TECHNOLOGY MANAGEMENT

Delhi-Rohtak Road, NH-10, Jakhoda, Bahadurgarh-124507 Batch (2009-2012)

CERTIFICATE

Im Mr. DHIRAJ GOYAL Roll No. 01420501809 certify that the Summer Training Report (Paper Code BBA {B&I} 315) entitled LEVEL OF CUSTOMERS SATISFACTION IN AXIS BANK is done by me and it is an authentic work carried out by me at AXIS BANK. To the best of my knowledge and belief, the material embodied in this Report has not been submitted earlier for the award of any Degree or Diploma by any University or Institution.

Signature of the Student Date:

Certify that Summer Training Report (Paper Code BBA {B&I}-315) entitled LEVEL OF CUSTOMERS SATISFACTION IN AXIS BANK is done by Mr. DHIRAJ GOYAL, Roll No. 01420501809, has completed under my guidance and supervision.

Signature of the Guide Name: Designation

ACKNOWLEDGMENT

With profound sense of gratitude and regard, I convey my sincere thanks to my guide and mentor, for their valuable guidance and the confidence they instilled in that helped me in successful completion of the project report. I wish to express my sincere gratitude to my summer training guide Mr. Sachin Diwan, under whose guidance the study was undertaken. Without his guidance, the task could not have been accomplished. This acknowledgment would be incomplete without thanking my mentor, Dr. Ajay Kumar (Director) who helped me in all possible ways with her wholehearted cooperation. It is my pleasure to present this project work assigned to us. It is my sincere endeavor to express my gratitude towards all those who directly or indirectly contributed to this project work.

DHIRAJ GOYAL

CONTENTS
S. No. 1. 2. 3. 4. 5. 6. Introduction Acknowledgment List of Tables List of Figures List of Symbols Chapter- 1 Introduction 1.1 Industry Profile 1.2 Profile of Axis Bank 1.3 Company Mission and Vision 1.4 Product Range of Axis Bank 1.5 Problems of the Organization 1.6 Competition Information 1.7 Organization Chart of Axis Bank 1.8 Market Share of Axis Bank 1.9 Board of Directors of Axis Bank Chapter -2 Objective of Study 2.1 Objective of Study Chapter-3 SWOT Analysis of the Company 3.1 Strength 3.2 Weakness 3.3 Opportunity 3.4 Threats 30 30 31 31 27 2 7 9 10 19 20 23 24 25 Topic Page no.

9.

Chapter -4 Research Methodology 4.1 Research Methodology 33

10.

Chapter -5 Data Analysis and Interpretation 5.1 Anal ysis and Interpretation of Data 36

11.

Chapter -6 Finding and Recommendations 6.1 Finding 6.2 Recommendations 6.3 Conclusion 47 49 50

12.

Chapter 7 Lesson Learnt 7.1 Learning 52 53 59

13. 14.

Questionnaire Bibliography

LIST OF TABELS
S. No. 1. Topic Market Share of the Company Customers Satisfaction towards Easy Access of Ones 2. Account at AXIS BANK. 3. Customers Desire towards AXIS BANKs Smart Privilege Account. 4. Customers feelings towards SALARY ACCOUNT at AXIS BANK. 5. Customers Satisfaction towards PENSION SAVING ACCOUNT at AXIS Bank. 6. AXIS BANKs PERSONAL LOAN service meets requirements of customers or not. 7. Cheque collection policies are satisfactory for customers of AXIS BANK or not. 8. Customer satisfaction level and feelings with deposits, schemes investment schemes, mutual funds and other financial support provided by AXIS BANK. 9. People are not much aware of tax collection policies by axis bank. 10. Customers always want more, they are not completely satisfied. 11. Overall Impression of AXIS BANK on its existing customers. 45 44 43 42 41 40 39 38 37 36 Page no. 24

LIST OF FIGURES
S. No. 1. 2. 3. Topic Scheduled Commercial Bank in India Organization Chart of Axis Bank SWOT Analysis Customers Satisfaction towards Easy Access of Ones 4. Account at AXIS BANK. 5. Customers Desire towards AXIS BANKs Smart Privilege Account. 6. Customers feelings towards SALARY ACCOUNT at AXIS BANK. 7. Customers Satisfaction towards PENSION SAVING ACCOUNT at AXIS Bank. 8. AXIS BANKs PERSONAL LOAN service meets requirements of customers or not. 9. Cheque collection policies are satisfactory for customers of AXIS BANK or not. 10. Customer satisfaction level and feelings with deposits, schemes investment schemes, mutual funds and other financial support provided by AXIS BANK. 11. People are not much aware of tax collection policies by axis bank. 12. Customers always want more, they are not completely satisfied. 13. Overall Impression of AXIS BANK on its customers. 45 44 43 42 41 40 39 38 37 36 Page no. 3 23 29

CHAPTER 1
INTRODUCTION

1.1 INDUSTRY PROFILE Prospects of the BANKING Industry

The Indian Banking industry, which is governed by the Banking Regulation Act of India, 1949 can be broadly classified into two major categories, non-scheduled banks and scheduled banks. Scheduled banks comprise commercial banks and the cooperative banks. In terms of ownership, commercial banks can be further grouped into nationalized banks, the State Bank of India and its group banks, regional rural banks and private sector banks (the old/ new domestic and foreign). These banks have over 67,000 branches spread across the country.

The first phase of financial reforms resulted in the nationalization of 14 major banks in 1969 and resulted in a shift from Class banking to Mass banking. Every bank had to earmark a minimum percentage of their loan portfolio to sectors identified as "priority sectors". The manufacturing sector also grew during the 1970s in protected environments and the banking sector was a critical source. The next wave of reforms saw the nationalization of 6 more commercial banks in 1980. Since then the number of scheduled commercial banks increased four-fold and the number of bank branches increased eight- fold. After the second phase of financial sector reforms and liberalization of the sector in the early nineties, the Public Sector Banks (PSB) found it extremely difficult to compete with the new private sector banks and the foreign banks. The new private sector banks first made their appearance after the guidelines permitting them were issued in January 1993.

Eight new private sector banks are presently in operation. These banks due to their late start have access to state-of-the-art technology, which in turn helps them to save on manpower costs and provide better services. During the year 2000, the State Bank of India (SBI) and its 7 associates accounted for a 25 percent share in deposits and 28.1 shares in credit. The 20 nationalized banks accounted for 53.2 percent of the deposits and 47.5 percent of credit during the same period. The share of foreign banks (numbering 42), regional rural banks and other scheduled commercial banks accounted for 5.7 percent, 3.9 percent and 12.2 percent respectively in deposits and 8.41 percent, 3.14 percent and 12.85 percent respectively in credit during the year 2000. FIGURE: SCHEDULED COMMERCIAL BANK IN INDIA

Nationalized Banks in India Banking System in India is dominated by nationalized banks. The nationalization of banks in India took place in 1969 by Mrs. Indira Gandhi the then prime minister. The major objective behind nationalization was to spread banking infrastructure in rural areas and make available cheap finance to Indian farmers. Fourteen banks were nationalized in 1969. Before 1969, State Bank of India (SBI) was the only public sector bank in India. SBI was nationalized in 1955 under the SBI Act of1955. The second phase of nationalization of Indian banks took place in the year 1980. Seven more banks were nationalized with deposits over 200 Crores. List of Public Sector Banks in India is as follows: State Bank of India (SBI) State Bank of Mysore State Bank of Hyderabad State Bank of Bikaner and Jaipur Bank of Maharashtra Punjab National Bank State Bank of Travancore Syndicate Bank Allahabad Bank Union Bank of India United Bank of India UCO Bank Vijaya Bank Andhra Bank State Bank of Patiala

Bank of Baroda State Bank of Saurastha Canara Bank Corporation Bank Andhra Bank Dena Bank Indian Bank Indian Overseas Bank Central Bank of India Oriental Bank of Commerce Punjab and Sind Bank

Private Banks in India All the banks in India were earlier private banks. They were founded in the preindependence era to cater to the banking needs of the people. After nationalization of banks in 1969 public sector banks came to occupy dominant role in the banking structure. Private sector banking in India received a fillip in 1994 when Reserve Bank of India encouraged setting up of private banks as part of its policy of liberalization of the Indian Banking Industry. Housing Development Finance Corporation Limited (HDFC) was the first to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector. Private Banks have played a major role in the development of Indian banking industry. They have made banking more efficient and customer friendly. In the process they have jolted public sector banks out of complacency and forced them to become more competitive.

List of Private Sector Banks in India is as follows: Bank of Rajasthan Bharat Overseas Bank Axis Bank Catholic Syrian Bank Centurion Bank of Punjab Dhanalakshmi Bank Federal Bank HDFC Bank ICICI Bank IDBI Bank IndusInd Bank ING Vysya Bank Jammu & Kashmir Bank Karnataka Bank Karur Vysya Bank Kotak Mahindra Bank SBI Commercial and International Bank South Indian Bank United Western Bank YES Bank

1.2 PROFILE
A Brief Profile of the AXIS BANK
AXIS Bank was the first of the new private banks to have begun operations in 1994, after the Government of India allowed new private banks to be established. The Bank was promoted jointly by the Administrator of the specified undertaking of the Unit Trust of India (UTI - I), Life Insurance Corporation of India (LIC) and General Insurance Corporation of India (GIC) and other four PSU insurance companies, i.e. National Insurance Company Ltd., The New India Assurance Company Ltd. The Bank as on 30th September, 2011 is capitalized to the extent of Rs. 412.32 Crores with the public holding (other than promoters and GDRs) at 52.07%. The Bank's Registered Office is at Ahmadabad and its Central Office is located at Mumbai. The Bank has a very wide network of more than 1281 branches (including 169 Service Branches/CPCs as on 31st March, 2011). The Bank has a network of over 6270 ATMs (as on 31st March, 2011) providing 24 hrs a day banking convenience to its customers. This is one of the largest ATM networks in the country. Bank has strengths in both retail and corporate banking and is committed to adopting the best industry practices internationally in order to achieve excellence.

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 Crores, with UTI contributing Rs. 100 Crores, LIC - Rs. 7.5 Crores and GIC and its four subsidiaries contributing Rs. 1.5 Crores each.

SUUTI - Shareholding 23.58%

Erstwhile Unit Trust of India was set up 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 Undertaking 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. 14167.59 Crores. The Government of India has appointed Shri K. N. Prithviraj as the Administrator of the Specified undertaking of UTI, to look after and administer the schemes under UTI - I, where Government has continuing obligations and commitments to the investors, which it will uphold.

1.3 COMPANYs MISSION and VISION

Our Vision 2015
To be the preferred financial solutions provider excelling in customer delivery through insight, empowered employees and smart use of technology.

Our Mission
1. Customer Service and Product Innovation tuned to diverse needs of individual and corporate clientele. 2. Continuous technology up-gradation while maintaining human values. 3. Progressive globalization and achieving international standards. 4. Efficiency and effectiveness built on ethical practices. 5. Customer Centricity.

Core Values
1. 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

2. Maximization of Stakeholder value. 3. Success through Teamwork, Integrity and People.

1.4 PRODUCT RANGE OF AXIS BANK Axis Bank offers a range of financial products and services to its clients throughout the country. It also has special strength in retail and corporate banking. Axis Bank offers following services: 1. Personal Banking 2. Corporate Banking 3. NRI 4. Priority Banking PERSONAL BANKING The Personal Banking of Axis Bank includes following services: Accounts o Zero Balance Savings Account o Krishi Savings Account o Easy Access Savings Account o Prime Savings Account o Corporate Salary Account o Women's Savings Account o Demat Account o Senior Citizen's Account o Trust/NGO Savings Account o Azzadi - No Frills o Pension Savings Account

Deposits Fixed Deposits

o Recurring Deposits o En-cash 24 o Tax Saver Fixed Deposit Loans o Home Loan o Car Loan o Personal Loan o Loan Against Shares o Loan Against Property o Loan Against Security o Study Loan o Consumer Loan Cards o Credit Cards o Debit Cards o Prepaid Cards Investments o Gold Mohurs o Online Trading o Mutual Funds o Demat Account

Insurance o Silver Health o Family Health o Motor Insurance o Jewellery Insurance o Safe Guard o Safe Home o Safe Home Plus o Critical Illness o Business advantage

Payments o Bill Pay o Electronic Clearing Service o Tax Payments o Tax e-Payments o Direct Tax Payments o Pension Disbursement o Visa Money Transfer

Other Services o Mobile Refill o Locker o Online Shopping o IPO Smart o E-Statement

CORPORATE BANKING Following services are offered by Axis Bank under Corporate Banking Accounts o Normal Current Account o Business Advantage Account o Business Select Account o Business Classic Account o Business Privilege Account o Channel One Account o Current Account for Govt. Organizations o Current Account for Banks o Current Account for Builders & Real Estate o Capital Market Current Account o Krishi Current Account o Business Global Current Account o Club 50 Current Account o Shipping and Maritime Current Account o Inland Road Transport Current Account o Travel, Tourism and Hospitality Current Account o Local Current Account o Cash Management Current Account o Current Account for Chartered Accountants o Current Account for Pharma

Credit o Working Capital Finance o Term Loans o Supply Chain Management o Overseas Transactions o SME Standard o SME Fast Track o Structured Finance

Capital Market o Debt Solutions o Equity Solutions o Private Equity, Mergers & Acquisitions o Advisory Services o Trusteeship Services o Depository Services o E-Depository Services o Capital Market Funding o Custodial Services o E-Broking

Treasury o Forex o International Business o Money Market o Constituent SGL Facilities o Retailing of Government Securities

Cash Management Services o Payment Solutions o Collection Solutions

Govt. Business o Authorization o Direct Tax Payment o Indirect Tax Payment o State Tax Payment o Pension Disbursement o Other Services o E-Payments o E-Governance Tie-ups o Online Tax Payment o New Pension System (NPS)

NRI Axis Bank offers following services for the NRIs Accounts o NRE Savings Account o NRO Savings Account o NRI Prime Account o NRI Priority o PIS Account o NRE Salary Account o RFC Account

Deposits o NRE Rupee Deposit o NRO Rupee Deposit o FCNR Deposit o RFC Term Deposit

Remittances o AXIS Remit o SWIFT o Partner Banks o Exchange House Tie-ups o NRI Connect

Services o PAN Assistance o Locker o NRI Local Post Box

PRIORITY BANKING Following services are offered under this category: Accounts o Resident o NRI Deposits o Fixed Deposits o Recurring Deposits o En-cash 24

Loans o Home Loan o Personal Loan o Loan Against Property o Loan Against Security o Car Loan o Study Power o Consumer Power

Cards o Priority Debit Card o Credit Cards o Platinum Credit Card o Gold Plus Credit Card o Gold Credit Card o Silver Credit Card o E-Shop Card o Travel Currency Card o Remittance Card o Gift Card

Investments o Resident Indians o Gold Mohurs o Online Trading o Mutual Funds o Depository Services

NRI o PIS Account o PAN Assistance

Payments o Bill Pay o Electronic Clearing Service o Tax Payments o Direct Tax Payments o Pension Disbursement

Other Services o Mobile Refill o Locker o Online Shopping

24 X 7 BANKING Following services are offered Under 24 x 7 Banking: Internet Banking Mobile Banking o NRI Account o Current Account o Savings Account Visa Money Transfer Power Transfer ATM

1.5 PROBLEMS OF THE ORGANISATION

These are some of the problems resulting in customers switching to other banks Location/working time. Wait for service. Unresponsive. Reluctant response Cut-throat competition. Business obligations. Lack of knowledge among customers about various banking concepts. Lack of knowledge among customers about various benefits Less branches and ATMs. Not providing service at promised time

1.6 COMPETITION INFORMATION

COMPETITORS ICICI Bank Ltd. HDFC Bank Ltd. KOTAK MAHINDRA YES BANK Canara Bank Andhra Bank IDBI bank Bank of India. Punjab National Bank ING VYSYA BANK J&K Bank Karur Vysya Bank

ICICI BANK ICICI was founded by the World Bank, Government of India and representatives of the private sector in 1955 to encourage and assist industrial development and investment in India. ICICI Bank is Indias second-largest bank with total assets of about Rs.112, 024 Crores and a network of about 450 branches and offices and about 1750 ATMs. It offers a wide range of banking products and financial services to corporate and retail customers through a variety of delivery channels and through its specialized subsidiaries and affiliates in the areas of investment banking, life and nonlife insurance, venture capital, asset management and information technology.

HDFC BANK HDFC is one of the leading private company. It is the first private sectors life insurance company to be granted a certificate of registration on 23rd October from IRDA. KOTAK MAHINDRA GROUP KOTAK Mahindra group is one of the Indians leading financial org. offerings a wide range of financial services that encompass every sphere of life from commercial banking to stock broking, to mutual funds to life insurance ,investment banking the group caters to the diverse financial needs of individuals and corporate. YES BANK Yes bank was in corporate in November 2003. It started its financial operations in start edits financial operations in September 2004 & it was promoted by Mr. Rana kapoor. CANARA BANK CANARA Bank was founded by Shri Ammembal Subba Rao Pai, a great visionary and philanthropist, in July 1906, at Mangalore, then a small port in Karnataka. The Bank has gone through the various phases of its growth trajectory over hundred years of its existence. Growth of Canara Bank was phenomenal, especially after nationalization in the year 1969, attaining the status of a national level player in terms of geographical reach and clientele segments. Eighties was characterized by business diversification for the Bank. In June 2006, the Bank completed a century of operation in the Indian banking industry. The eventful journey of the Bank has been characterized by several memorable milestones.

ANDHRA BANK Andhra bank was registered on 20th November 1923. It was entered into ATM sharings arrangements with state bank of India, HDFC bank, AXIS bank. It has 664 branches all over India. IDBI BANK The birth of IDBI bank took place after RBI issued guidelines for entry of new private sector bank in January 93 but it was in corporate at Gwalior under companies act on 15th sep. 1994. BANK OF INDIA Bank of India was founded on 7th September 1906.It was nationalized with 13 other banks. It has 3021 branches in India spread all over the states. PUNJAB NATIONAL BANK The oldest bank in existing in India is the Punjab National bank, a government owned bank that traces its origins back to June 1806 & that is the second largest commercial bank in the country. J&K BANK J&K bank is the only bank in the country with the majority ownership vested with a state government of J&K. It is a sole banker to the government of J&K. KARUR VYSYA BANK KARUR Vysya Bank the bank that carries with it a tradition of 95 years and yet is young enough to adapt itself to the rapidly changing scenario in the banking industry.

1.7 ORGANISTAION CHART OF THE AXIS BANK

1.8 MARKET SHARE OF THE COMPANY

Serial No.

Name of Shareholders

Paid up capital in (%)

1.

Administrator of the specified undertaking of the 33.56% United trust of India (AXIS 1).

2. 3.

Life insurance Corporation of India. General Insurance Corporation and its subsidiaries

13.54% 7.64%

4. 5.

Overseas investors/OCBs/NRIs Other Indian financial institutions or mutual Funds Or banks.

28.12% 5.01%

6.

Others Total

12.12% 100%

1.9 BOARD OF DIRECTORS

The Bank has 12 members on the Board. Dr. Adarsh Kishore is the Chairman and Smt. Shikha Sharma is the Managing Director & CEO of the Bank. The members of the Board are:Dr. Adarsh Kishore Smt. Shikha Sharma Dr. R.H. Patil Smt. Rama Bijapurkar Shri M.V. Subbiah Shri K. N. Prithviraj Shri V. R. Kaundinya Shri S. B. Mathur Shri Prasad R. Menon Shri R. N. Bhattacharyya Shri Samir K Barua Shri A K Dasgupta Chairman Managing Director and CEO Director Director Director Director Director Director Director Director Director Director

CHAPTER 2
OBJECTIVE OF THE STUDY

OBJECTIVE OF THE STUDY

Objectives define a Road map to the research project. The objectives for this study are: To Understand how banking activities actually takes place. To gain an insight and in depth knowledge about banking products. To know how the other services provided by bank to its customer. To know the satisfaction level of the customers with Axis Bank. To study what are the changes that a customer would like in existing policies.

CHAPTER 3
SWOT ANALYSIS

SWOT ANALYSIS
SWOT analysis is a strategic planning method used to evaluate the Strengths, Weaknesses Opportunities, and Threats involved in a project or in a business venture. It involves specifying the objective of the business venture or project and identifying the internal and external factors that are favorable and unfavorable to achieve that objective. A SWOT analysis must start with defining a desired end state or objective. A SWOT analysis may be incorporated into the strategic planning model. Strengths: characteristics of the business or team that give it an advantage over others in the industry. Weaknesses (or Limitations): are characteristics that place the firm at a disadvantage relative to others. Opportunities: external chances to make greater sales or profits in the environment. Threats: external elements in the environment that could cause trouble for the business.

SWOT ANALYSIS: AXIS BANK Ltd.

3.1 STRENGTHS The bank focuses on the customers primarily and serves them best by responding to them quickly by which the customers are attracted. The employees of the bank move with customers personally. By this, the bankers create a good impression in the minds of the customers. While compared to other banks, AXIS Bank provides higher interest rates on deposits and low rates for loans. All the employees of the bank are young and they complete the tasks quickly and do not drag customers for a long time like other banks. Customers of the bank are highly satisfied since the bank provides services like mutual funds and online trading apart from the usual banking services. Through the availability of priority banking services customers feel banking very easy and comfortable. 3.2 WEAKNESS Time consumption for sanctioning commercial loans as the bank has no powers to grant commercial loans and has to wait till the a project is being accepted for sanction from the zonal office. The volume of the business carried on is very less because of the area selection. Market capitalization is very low.

3.3 OPPORTUNITIES Since there are very few banks at Sathyamangalam, the bank can take it as an opportunity to serve well and capture customers effectively. Tie up with growing insurance companies namely Bajaj Allianz insurance and Met Life Insurance helps them to increase their revenue. People are becoming more service oriented and growing Indian banking sector. 3.4 THREATS Sathymangalam is a rural area so the scope of growth is limited. Threat from various competitors.
Foreign banks. Govt. banks e.g. State Bank of India (SBI), Punjab National Bank (PNB) etc.

Most of the people in the area are illiterate so that they hesitate to acquaint with modern banking; customers are resisting switching over from their traditional ones. Advent of MNC banks.

CHAPTER 4
RESEARCH METHODOLOGY

4.1 RESEARCH METHODOLOGY

The methodology adopted for the present study was focused on discussion, interview and close observation. Through the project is based upon study research, it was necessary to collect maximum information from the organization. The information regarding to the products and services of an organization can be get through the employees and the customers. There are two types of data through which we collect the information and execute the results after wards. They are as follows:1. Primary Data 2. Secondary Data PRIMARY DATA It is the information which has never been discovered or found out or available in the written format. This data or information is totally new and helps very effectively and efficiently to solve the unanswered questions. There are two methods to get primary data: The questionnaire method The observation method

SECONDARY DATA It is that information or data which has been already found out by someone or available in the written format. As the data is already published and known in the general, we can get this type of data from: Newspapers Internet Radio Books

Magazines And many more

METHOD USED: - Questionnaire SAMPLE SIZE: - 100 DURATION OF STUDY: - 50 days TYPE OF SAMPLING: - Random Sampling DESCRIPTION OF THE QUESTIONNARIE: The questionnaire in this project contains 10 questions. All the 10 questions are closed ended questions, which are divided into parts-accounts, deposits, loan, investment, policies and others. These closed ended questions helps to maintain the interest of the customers in filling the questionnaire. Closed ended questions are meant to know the satisfaction level of customers and to let the customers suggest the changes they like in the existing insurance policies. Also to express what are the new policies they like to introduce in the bank.

CHAPTER 5
DATA ANALYSIS AND INTERPRETATION

1. Customers Satisfaction towards Easy Access of Ones Account at AXIS BANK.

Option No. of Customers Percentage (%) 10 10 Highly Satisfied 40 40 Satisfied 40 40 Neutral 8 8 Dissatisfied 2 2 Highly Dissatisfied Table 1: -Represent customers satisfaction towards easy access of Ones Account at AXIS BANK.

Customer Satisfaction towards Ones Account(%)

10 Highly Satisfied Satisfied

40

40

Neutral Dissatisfied Highly Dissatisfied

Chart 1: -Represent customer satisfaction towards easy access of Ones Account at AXIS BANK. Interpretation: 10% Customers are more than satisfied with ease of accessibility of Ones Account. 40% Customers are saying that its good and 40% say that its average and they are satisfied with easy accessibility to Ones Account at AXIS BANK. On the other hand 8% costumers are not dissatisfied and 2% are highly dissatisfied with easy accessibility to Ones Account at AXIS BANK. According to them they do not get the support as and when required.

2. Customers Desire towards AXIS BANKs Smart Privilege Account.

Option No. of Customers Percentage (%) 5 5 Highly Desired 40 40 Desired 30 30 Neutral 15 15 Both Desired and Not 10 10 Highly Not Desired Table 2: -Represent customers desire towards AXIS BANKs Smart Privilege Account.

Custumer's Desire towards AXIS Bank's Smart Previlige Account (%)

10 15

5 Highly Desired 40 Desired Neutral

30

Both Desired and Not Highly Not Desired

Chart 2: -Represent customers desire towards AXIS BANKs Smart Privilege Account. Interpretation: 5% Customers have more desire of towards AXIS BANKs Smart Privilege Account. 40% Customers are saying that its good and 30% say that its average and feels goods towards AXIS BANKs Smart Privilege Account. On the other hand 15% costumers have nature of both desired and not desired but 10% are highly not desired of AXIS BANKs Smart Privilege Account. According to them they do not feels safe in opening any other account.

3. Customers feelings towards SALARY ACCOUNT at AXIS BANK.

Option No. of Customers Percentage (%) 15 15 Feeling Excellent 50 50 Feeling Good 20 20 Feeling Average 10 10 Not Feeling Good 5 5 Not Have Any feeling Table 3:- Customers feelings towards SALARY ACCOUNT at AXIS BANK.

Customers feelings towads AXIS BANK's Salary Account(%)

10 20

15 Feeling Excellent Feeling Good Feeling Average 50 Not Feeling Good Not Have Any feeling

Chart 3:- Customers feelings towards SALARY ACCOUNT at AXIS BANK. Interpretation: 15% Customers feels excellent towards SALARY ACCOUNT. 50% Customers are saying that its good and 20% feels goods towards AXIS BANKs Salary Account. On the other hand 10% costumers are not feeling good. But 5% are not having feeling towards AXIS BANKs Salary Account. According to them they do not require any other account.

4. Customers Satisfaction towards PENSION SAVING ACCOUNT at AXIS Bank.

Option No. of Customers Percentage (%) 12 12 Highly Satisfied 40 40 Satisfied 33 33 Quite Satisfied 10 10 Dissatisfied 5 5 Highly Not Satisfied Table 4: -Represent customers satisfaction towards PENSION SAVING ACCOUNT at AXIS Bank.

Customers Satisfaction towards AXIS BANK's Pension Saving Account(%)

5

10

12 Highly Satisfied Satisfied

33

40

Quite Satisfied Dissatisfied Highly Not Satisfied

Chart 4: -Represent customers satisfaction towards PENSION SAVING ACCOUNT at AXIS Bank. Interpretation: 12% Customers are more than satisfied towards PENSION SAVING ACCOUNT at AXIS Bank. 40% Customers are saying that its good and 33% say that its average and they are satisfied with PENSION SAVING ACCOUNT at AXIS Bank. On the other hand 10% costumers are not dissatisfied and 5% are highly not satisfied PENSION SAVING ACCOUNT at AXIS Bank. According to them they do not get the support as and when required.

5. AXIS BANKs PERSONAL LOAN service meets requirements of customers or not.

Option No. of Customers Percentage (%) 20 20 Excellent 25 25 Well 30 30 Average 15 15 Need improvement 10 10 Prefer Other Banks Table 5: - Represent AXIS BANKs PERSONAL LOAN service meets requirements of customers or not.

AXIS BANK's Personal loan meets customer requirements(%)

10 15 Excellent Well 25 30 Average Need improvement Prefer other Banks

20

Chart 5: - Represent AXIS BANKs PERSONAL LOAN service meets requirements of customers or not. Interpretation: 20% Customers feels excellent towards AXIS BANKs PERSONAL LOAN service. 25% Customers are saying that its well and 30% feels average and says that AXIS BANKs PERSONAL LOAN service meets their requirements of daily life. On the other hand 15% costumers are not feeling good and say that AXIS BANK need improvement. But 10% Customers prefers other banks. According to many people, there is need of improvement.

6. Cheque collection policies are satisfactory for customers of AXIS BANK or not. Option No. of Customers Percentage (%) 20 20 Excellent 40 40 Satisfied 30 30 Fine 8 8 Unhappy 2 2 Other Banks Table 6: -Represent cheque collection policies are satisfactory for customers of AXIS BANK or not.

Cheque collection policies are satisfactory for customers of AXIS BANK (%)
8 2 20 Excellent Satisfied Fair 40 Unhappy Other Banks

30

Chart 6: -Represent cheque collection policies are satisfactory for customers of AXIS BANK or not. Interpretation: 20% Customers feels that the cheque collection policy of AXIS BANK is excellent. 40% Customers are satisfied and impressed with cheque collection policy of AXIS BANK and 30% Customers says its just fine not so bad, no so good but On the other hand 8% costumers are not feeling good unhappy with cheque collection policy of AXIS BANK. But 2% Customers prefers other banks.

7. Customer satisfaction level and feelings with deposits, schemes investment schemes, mutual funds and other financial support provided by AXIS BANK. Option No. of Customers Percentage (%) 15 15 Great 35 35 Satisfied 40 40 Neutral 9 9 Not Satisfied 1 1 Not Interested Table 7: - Customer satisfaction level and feelings with deposits, schemes investment schemes, mutual funds and other financial support provided by AXIS BANK.

Customer satisfaction level towads various services provided by AXIS Bank(%)

1 9 15 Great Satisfied 40 35 Neutral Not Satisfied Not Interested

Table 7: - Customer satisfaction level and feelings with deposits schemes investment schemes, mutual funds and other financial support provided by AXIS BANK. Interpretation: 15% Customers feels excellent with deposits schemes investment schemes, mutual funds and other financial support provided by AXIS BANK. 35% Customers are saying that its well and satisfied and always come in front to invest their money in shares and debentures and mutuals funds of AXIS banks.40% calls it average On the other hand 9% costumers are not feeling good and not satisfied same as 1% are really not interested in investing any money with AXIS BANK.

8. People are not much aware of tax collection policies by axis bank. Option No. of Customers Percentage (%) 20 20 Excellent 30 30 Well 40 40 Dont Know 7 7 Bad 3 3 Very Bad Table 8: -People are not much aware of tax collection policies by axis bank.

Aware of tax collection policies of AXIS BANK to customers(%)

7 3 20 Excellent Well 40 30 Dont know Bad Very Bad

Chart 8:- People are not much aware of tax collection policies by axis bank. Interpretation: 20% Customers feels that the cheque tax policy of AXIS BANK is excellent. 30% Customers are well satisfied and fully aware of tax policy of AXIS BANK and 40% Customers says that they are not aware of tax policy of AXIS BANK and even dont know that there is any tax policy launched by AXIS BANK or not. On the other hand 7% costumers are feeling bad, unhappy and dont aware of tax policy of AXIS BANK. But 2% Customers feels that tax policy of AXIS BANK is very bad as compared to other banks.

9. Customers always want more, they are not completely satisfied. Option No. of Customers Percentage (%) 5 5 Excellent 50 50 Well 35 35 Average 9 9 Unhappy Zone 1 1 Other Banks Table 9: -Customers always want more, they are not completely satisfied.

Customer always want more(%)

1 9 5

Excellent 35 50 Well Average Unhappy Zone Other Banks

Chart 9: -Customers always want more, they are not completely satisfied. Interpretation: 5% Customers feels excellent with the services of AXIS BANK. 50% Customers are well-satisfied and 35% Customers says its just fine but they also want some more from the bank and new innovative services from the banks. On the other hand 9% costumers are in unhappy zone they are not satisfied with AXIS BANK services and policy they want more and big change in its policies. But 1% Customers prefers other banks like SBI HDFC etc.

10. Overall Impression of AXIS BANK on its existing customers. Option No. of Customers Percentage (%) 10 10 Excellent 40 40 Good 30 30 Average 12 12 Needs Improvement 8 8 Poor Table 10: -Overall Impression of AXIS BANK on its existing customers.

Overall Impression of AXIS BANK on existing customers(%)

8 12 Excellent Good 40 30 Average Needs Improvement Poor

10

Chart 10: -Overall Impression of AXIS BANK on its existing customers Interpretation: 10% Customers feels excellent and think that the AXIS BANK serves at its best with the all service. 40% Customers feels good and well-satisfied and 30% Customers says calls its average. On the other hand 12% costumers are in unhappy zone they are not satisfied with AXIS BANK services and feels that there is need of improvement. But 8% Customers think that image of AXIS BANK is poor. This means that customers dont like AXIS BANK fully and they can shift to other bank.

CHAPTER 6
FINDINGS & RECOMMENDATIONS

6.1 FINDINGS
The project is based on the topic level of customers satisfaction in AXIS BANK. In contrast with the topic, To check the satisfaction level of its customers. A questionnaire about the different services provided by the Axis bank was prepared. The account holders of Axis bank were requested to fill the questionnaire by 10 members of the group who randomly selected them from different areas across Delhi. This survey conducted in different regions is truly authentic and justified. The suggestions of the customers are very valuable for the success of an organization. Especially for a bank, its customers play a significant role in its progress. There is a lot of scope in the banking sector as each and every individual must have his/her account at some or the other bank. So a bank has to value its customers suggestions, if it wants to progress. This shows the importance of the survey conducted from the customers of Axis bank for the Axis bank.

OVERALL ANALYSIS
Accounts:-The overall impression of the accounts department of the Axis bank is average. Most of the people lie under the average category. They are not fully satisfied with the accounts of the Axis bank. Some people believed that its not easy task to access ones account. The services under the accounts department need improvement. Deposits:-The impression of the deposits department of the Axis bank is not good. People feel that the procedure is very lengthy and the proper care is not taken of the customers who had come to deposit the money with the axis bank. More departments are required to take care of the customers who had come to deposit their money.

Investment:-The impression of the people for the investment department of the Axis bank is very good. The feel the online trading is quite easily accessible and very reliable. E-depositing services are also quite reliable but are not experienced by many customers.

Loan:-The impression of the customers for the loan department of the Axis bank is average. They are not satisfied with the acquaintance of loan at easy terms to them. They feel that the home loans should be given on flexible terms and for long period.

Policies:-The impression of the customers for the policies department of the Axis bank is average. More of them are satisfied with the cheque collection policy.

Others:-Customers feel that the other department needs the improvement. Benefits offered are not satisfactory; quality of alternate channels is average. The overall impression of the bank is average. This means that the customers do not like the Axis bank fully and could shift to other banks too.

6.2 RECOMMENDATIONS
On the basis of analyzing the research recommended following suggestion: 1. New and different product should be launched to attract more customers 2. Response given by some customers should be taken care of and steps should be taken on the same. 3. More interactive meeting at top level or events should be arranged so more customers could come in contact. 4. More branches in state should be opened so that more people can have the service 5. Customer service should be improved. 6. 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. 7. To eliminate the dissatisfaction of customer community and product demand are send to the customer in proper time period. 8. To eliminate the dissatisfaction proper workshop and awareness programs like campaigning are helpful and held on the client. 9. As early as possible bank should start overdraft and CC limits to expend the market. 10. Number of Branches should be increased covering a wider area in various states. 11. More number of training and educational programs should be included in Banks schedule. Any organization that wants to prosper should invite the suggestions of its customers and to some extent, introduce the changes which are necessary from the customers point of view.

6.3 CONCLUSION
With the emerge trend of globalization and privatization the look of Indian economy has take new dimensions. There are more possibilities of inward and outward souring at capital, labor and technology. Indian export and job opportunity has tremendously increased. This new look of economy has raised the demand for better banking facilities for corporate and there staff member. There is great opportunity to established long-term relationship with bulk of people. AXIS bank is one of these finical institutes, which has given new vision to these offers. Our main objective is to study the level of satisfaction of the customers with Axis bank. It was found that the most of customer appreciate the service provided by the bank and keen to know about other offering of the bank. 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 credit card, home lone etc. But the lack of qualified marketing executive sales persons, the proper presentation is not going. This survey states that the organization has provide a wide range of product service and investment plans. Over all it was observed that the customer were satisfied being as a member of AXIS bank family. They think this one provides better services, product and facilities a tone place in comparison of other competitor banks. And finally we could say that: Axis bank has developed manifold in short period of time due to facilities and services provided to their customer and this growth rate can be keep it up if they start to go in semi-urban areas. Axis Bank has provided their customer Net-banking facilities and due to that transactions are done fast. Charges at Axis Bank are on lower side when we compare it with other Banks.

CHAPTER 7
LESSON LEARNT

7.1 LEARNINGS
Experiences about Working Environment The training was a very beneficial experience. It was an insight to the corporate world. The only limitations were the time constraint and busy schedule of the management and employees. AXIS BANK believes in prosperity of the individual, the groups, making public image, satisfaction of existing customers and making innovations or new products and polices for making more and more customers. Every employee in the AXIS BANK tries to maintain good relation, personal touch and a better understanding within the organizations and with its customers too. Practical knowledge Gained AXIS BANK follows different practices and strategy in various fields like retail banking and corporate banking The AXIS BANK company share its internal information with the employees so they have up-to-date knowledge about new rules and regulations provided by RBI. The AXIS BANK also focuses on the level of satisfaction of customers and launches programs for performance appraisal of employees and provides incentive, bonus and other luxury services to the best employees. It performs all the best possible practices to satisfy their customer like providing up to date information about the companys product and aware them about new launch practices and tax policy so as to gain consumer trust.

QUESTIONNAIRE
Q.1. Which bank/s are you banking with? AXIS BANK Other Pvt. Banks Nationalized Banks

Q.2 Which occupational groups do you belong to?

Business Service Self employed Other, please specify

Q.3 Under which income groups do you fall?

Rs.5000 to Rs.10000 p.m. Rs. 10,000 to Rs. 20,000 p.m. Rs. 20,000 and above

Q.4. How you come to know about your bank? AXIS Bank Hoardings and paintings Newspapers Literature TV and Radio Other Pvt. Banks Nationalized Banks

Mouth Publicity(friends/relatives)

Gift Schemes Door to Door Service Other, please specify

Q.5. From how long are you having the banking relationship with your bank? AXIS Bank Less than 1 year 1-3 years 3-5 years More than 5 years Other Pvt. Banks Nationalized Banks

Q.6. Does your bank provide following facilities? AXIS Bank 8 to 8 banking Anywhere cash deposit facility 3 in 1 Demat account facility Other Pvt. Banks Nationalized Banks

Fixed deposit facility with savings account Insurance services under one roof Efficient portfolio/ Investment management Cash management services

Q.7. How would you rate the advertising efforts of your bank? AXIS Bank Excellent Good Average Poor Other Pvt. Banks Nationalized Banks

Q.8. Best method for promotion of banks products as per your opinion AXIS Bank Hoardings and paintings Newspapers Literature TV and Radio Mouth Publicity(friends/relatives) Gift Schemes Door to Door Service Other, please specify Other Pvt. Banks Nationalized Banks

Q 9.Upto what limit can you withdraw from your banks ATM in a day? AXIS Bank Rs.10,000 Rs.15,000 Rs.20,000 Rs.25,000 Other Pvt. Banks Nationalized Banks

Q.10. How would you rate the services of your bank in the following segments? AXIS Bank Simple Account opening Statements issued Loan services Other Pvt. Banks Nationalized Banks Complex

Complex Simple

Complex Simple

Q.11. Please mentions the reason for your choice of the bank? AXIS Bank Easy access Value for money Customer satisfaction Brand name Other Pvt. Banks Nationalized Banks

Q.12. Are you satisfied with the services provided under following segments? AXIS Bank Other Pvt. Banks Nationalized Banks Direct visits Internet banking

Phone banking ATM services Action on customer complaints/requests Other services

Q.13. If dissatisfied, why? Name: Age: .. Gender: .

BIBLIOGRAPHY

BOOKS AND JOURNALS BANKING DEVELOPMENT IN INDIA: M.K Tannnan. ECONOMIC TIMES BUSINESS WORLD BANK MARKETING published under Himalaya publications: M.S GARG.

WEBSITES www.banknetindia.com www.irdaindia.com www.axisbank.com www.moneycontrol.com