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INTRODUCTION:

Bank may be defined as a financial institution which is engaged in the business

of keeping money for savings and checking accounts or for exchange or for
issuing loans and credit etc. A set of services intended for private customers and
characterized by a higher quality than the services offered to retail customers.
Based on the notion of the tailor-made services, it aims to offer advice on
investment, inheritance plans and provide active support for general transactions
and the resolution of asset-related problems.
The essential function of a bank is to provide services related to the storing of
deposits and the extending of credit. Basic function may include Credit collection,
Issuer of banking notes, Depositor of money and lending loans.
Now a days banking is not in its traditional way, with the advancement of
technology its focusing on more comfort of customer providing services such as:
 Online Banking
 Investment Banking
 Electronic Banking
 Internet Banking
 Pc Banking /Mobile Banking
 E-Banking
A banking facility is a formal financial assistance program offered by a lending
institution to help a company that requires operating capital. Types of facilities
include a lots of benefits to the persons. Facility is essentially another name for a
loan taken out by a company or person. Banking facilities are very much useful
for the person who is connected to bank. Banking facility is an agreement between
a corporation and a public or private lender used for short-term borrowing. The
loan is for a set amount and does not require collateral. The borrower makes
monthly or quarterly payments, with interest, until the debt is paid in full. A

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banking facilities is especially important for companies that avoid things that are
not suitable for their company.

The banking sector is the lifeline of any modern economy. It is one of the
important financial pillars of the financial sector, which plays a vital role in the
functioning of an economy. It is very important for economic development of a
country that its financing requirements of trade, industry and agriculture are met
with higher degree of commitment and responsibility. Thus, the development of
a country is integrally linked with the development of banking. In a modern
economy, banks are to be considered not as dealers in money but as the leaders of
development. They play an important role in the mobilization of deposits and
disbursement of credit to various sectors of the economy. The banking system
reflects the economic health of the country. The strength of an economy depends
on the strength and efficiency of the financial system, which in turn depends on a
sound and solvent banking system. A sound banking system efficiently mobilized
savings in productive sectors and a solvent banking system ensures that the bank
is capable of meeting its obligation to the depositors. In India, banks are playing
a crucial role in socio-economic progress of the country after independence. The
banking sector is dominant in India as it accounts for more than half the assets of
the financial sector. Indian banks have been going through a fascinating phase
through rapid changes brought about by financial sector reforms, which are being
implemented in a phased manner. The current process of transformation should
be viewed as an opportunity to convert Indian banking into a sound, strong and
vibrant system capable of playing its role efficiently and effectively on their own
without imposing any burden on government. After the liberalization of the Indian
economy, the Government has announced a number of reform measures on the
basis of the recommendation of the Narasimhan Committee to make the banking
sector economically viable and competitively strong.

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 The current global crisis that hit every country raised various issue regarding
efficiency and solvency of banking system in front of policy makers. Now, crisis
has been almost over, Government of India (GOI) and Reserve Bank of India
(RBI) are trying to draw some lessons. RBI is making necessary changes in his
policy to ensure price stability in the economy. The main objective of these
changes is to increase the efficiency of banking system as a whole as well as of
individual institutions. So, it is necessary to measure the efficiency of Indian
Banks so that corrective steps can be taken to improve the health of banking
system.

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5
COMPANY PROFILE
Axis bank is the third largest private sector bank in India. Axis entire spectrum
of financial services to customer segments covering large and Mid-Corporate,
MSME, Agriculture and Retail Businesses.

INTERNATIONAL BUSINESS
The Bank has a large footprint of 2402 domestic branches (including extension
counters) and 12,922 ATM’s 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
Shanghais, China to a branch to become the first Indian private sector bank set up
a branch in China. During the year, the Bank’s overseas subsidiary namely Axis
Bank UK Ltd. commenced banking operations

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 BSE: 532215
Traded as LSE: AXBC
NSE: AXISBANK

Industry Banking, Financial services

Founded 1994 (as UTI Bank)

Headquarters Mumbai, Maharashtra, India

Dr. Sandip Mishra (Chairman)

Key people
Sheikh Sharma (MD & CEO)

Credit cards, consumer banking, corporate

banking, finance and insurance, investment
Products
banking, mortgage loans, private banking,
private equity, wealth management

Revenue 340 billion (US$5.3 billion) (2012)[2][3]

Operating
94 billion (US$1.5 billion) (2012)
income

Net income 52 billion (US$820 million) (2012)

Total assets 3.4 trillion (US$53 billion) (2012)

Employees 42,420 (on 31-March-2014)

Website www.axisbank.com

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HISTORY
Axis Bank is one of the first new generation private sector banks to have begun
operations in1994. 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.
With a balance sheet size of Rs.3,83,245 Corers a on 31st March 2014, Axis
Bank has archived consistent growth and stable asset quality with a 5 year CAGR
(2010-2014) of 21% in Total Asset, 19% in Total Deposits, 23% in Total
Advances and 28% in Net Profit.

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M ISSION AND VALUES

Mission of Axis Bank

 Customer Service and Product Innovation tuned to diverse needs of

individual and corporate clientele.
 Continuous technology up gradation while maintaining human values.
 Progressive globalization and achieving international standards.
 Efficiency and effectiveness built on ethical practices.

Core Values of Axis Bank

 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
 Maximisation of Stakeholder value
 Success through Teamwork, Integrity and People.

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BOARD OF DIRECTORS

The members of board are:-

Name Designation

Smt. Shikha Sharma M.D. and CEO

Dr.Sanjiv Mishra Chairman

Smt. UshaSangwan Director

Smt. IreenaVittal Director

Shri. K. N. Prithviraj Director

Shri. V. R. Kaundinya Director

Shri. PrashadMenon Director

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Registered Office

The registered office of Axis Bank is located at:-

‘Main Raod,
Gondia, Maharashtra -441614

Axis Bank Limited (Axis Bank) offers a broad range of retail & corporate
banking products and services in India. The bank was earlier known as UTI Bank
Limited. Axis bank offers banking and financial services in India. The company’s
services and Brands include the following:

Services:
 Personal Banking:  Accounts
 Accounts  Credit
 Deposits  Capital Market
 Loans  Cash Management Services
 Cards  Govt Business
 Investments  NRI services:
 Insurance  Accounts
 Payments  Deposits
 Other Services  Remittances
 Corporate Banking:

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Scope

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SCOPE
 The Scope Of The Study Is Confined To Gondia City.
 This project is carried out for academic purpose and partial fulfilment of BBA.

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OBJECTIVE
 To study the Banking System of Axis Bank.
 To make policy recommendations to improve the service quality of Axis
Bank.
 To identify the key services provided by the bank to their customer.

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Hypothesis

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HYPOTHESIS
 To study fairly & reasonably in all dealings with the customers by
operating secure & reliable banking & payment system.
 To study deal quickly & sympathetically with things that goes wrong by
handling their complaints promptly.

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18
RESEARCH METHODOLOGY
The methodology that was adopted for the study includes both primary source
data as well as the secondary source of data. The data has been collected from
40 consumer in gondia city by applying convenient sampling technique
.secondary data for the study have been collected from various publications in
journals , magazines , website and books stastical tool such as percentage analysis
Chi - square analysis and weighted score analysis have been used to analyzed the
data.
DATA COLLECTION
Data collection refers to a purpose gathering of information relevant to the
subject matter under study and methods depend mainly on nature, purpose and
scope of the enquiry to be undertaken on the available resources and time.
Data collection is one of the methods of research. There are mainly two
methods of the data collection.

 PRIMARY DATA COLLECTION

 SECONDARY DATA COLLECTION

PRIMARY DATA:
The primary data are those which are collected afresh and for the first time,
and thus happens to be original in character. We can obtain primary data either
through observation or through direct communication with respondents in one
form or another or through personal interview.

SECONDARY DATA:
Secondary data means data that are already available i.e. they refer to the data
which have been already been collected and analyzed by someone else. When the

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researcher utilizes secondary data, then he has to look into various sources from
where he can obtain them.
 Internet
 Company manuals and booklets
 Books etc.

The source of information is generally classified as primary and

secondary .
According to pay line V. young the source of information can be
classified into documentary sources and field sources.

a) Primary data :-

The information given/ collected by individual or groups constitute

primary source.
Methods of generating primary data
i. Survey
ii. Personal interview
iii. Observation
iv. Questionnaire
b) Secondary data :-
Books, diary, manuscript, letter, magazine, internet etc. are the secondary or
documentary source. The researcher for this dissertation has decided to use
primary source as questionnaire and secondary sources as books and internet for
data collection.
Tools Of Data Collection:
a) Questionnaire and observation was used as tool for primary source of data
collection.
b) Books and internet was used as tool for secondary source of data collection.

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 Pre-study:
After careful study of literature and expert consultation the researcher still may
have only a rather vague idea about the critical element in his problem. As pilot
study sometimes may be launched as a step preliminary to the form scale before
original study are carried out in order to gain some preliminary information of the
main project.
Pretesting:-
Pretesting is the process of an advance testing of study design after the
interview schedule has been prepared. The researcher referred books and internet
to get prepared literature for this project and report.
Processing:-
Once the collection of data is over the main step top arranged for processing
and analysis of data.
Editing:-
The preparation of the data forms for the tabulations must include on
operational procedure for accepting, modifying or resection individual
questionnaire.
Tabulation:-
Tabulation is a process of summarizing raw and display it in compact forms
for further analysis. Analysis of data is made possible through tables. These tables
sre made for different variables and to show relationship with each other.

Interpretation of data:-
Analysis and interpretation are central step in research process. The goal of
analysis is to summarize collected data in such a way that they provide answer to
the and triggered the researcher. Interpretation is the research for the broader
meaning of research finding.

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SAMPLE TECNIQUES: Non probability sampling
SAMLE UNIT: Axis Bank, Gondia.
SAMPLE SIZE: 10 customers
METHOD: Direct interview through questionnaire
DATA ANALYIS METOD: Charts and graphics
AREA OF SURVEY: Gondia

Sampling Method
The sampling method used for this research is random sampling method.

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Data Analysis and
Interpretation

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 Occupation of the customers

Response % of Respondents

Student 16%

Service Holder 35%

Businessmen 39%

other 10%

Total 100%

9 Student
Service Holder
Businessmen
other

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Interpretation:-

From the above the graph it is interpreted that most of the customers having business as
occupation preferred brand of the products. 35% of the customers are service holders.

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For how long you are part of Axis Bank?

Response % of Respondents

Less than 6 Months 20%

Less than 1 Year 36.67%
Less than 2 Years 13.33%
More than 2 Years 30%
Total 100%

20%
30%

Less than 6 Months

Less than 1 Year
Less than 2 Years
More than 2 Years

13.33% 36.67%

Interpretation:
From the above graph it is clear that majority of the respondents are part of Axis Bank from last
one year i.e. 37%; 29% of the respondents are part of Axis Bank from last more than 2 years; 20%
respondents from 6 months and remaining 14% respondents are part of Axis Bank for last two years.

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What are reasons that attract you to be a customer of the
bank?
Response %age of Respondents
Image 26.67%
Extra Services 23.33%
Services 43.33%
All of above 6.67%
Total 100%

6.67%

26.67%

Image
Extra Services
Services
43.33%
All of above

23.33%

Interpretation:
From the above graph it is clear that majority of the respondents i.e. 45% are become part of Axis
Bank because of its services; 25% because of its image; 25% because of its extra services and rest
because of all the three factors.

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Are you aware of the different Banking services offered by Axis
Bank?
Response %age of Respondents

Yes 90%
No 10%
Total 100%

10%

Yes
No

90%

Interpretation:

From the above graph it is clear that majority of the respondents are aware of products and services
offered by Axis Bank i.e. 91% and 9% respondents are not aware of services offered by Axis Bank.

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Which of these services are you further interested in?

Response % of Respondents

Saving a/c 20%

Fixed deposits 23.33%
Current a/c 10%
Demat a/c 10%
Credit cards 3.33%
Mutual funds 13.33%
Loans 20%
Total 100%

20% 20%
Saving a/c
Fixed deposits
Current a/c
Demat a/c
13.33%
Credit cards
23.33%
Mutual funds
Loans
3.33%
10%
10%

Interpretation:

From the above graph it is clear that majority of the respondents are interesting in FD’s i.e.
24%,20% are interesting in saving a/c, 40% current a/c, 23% mutual fund, 19% in loans and no body is
interesting in credit cards and demat a/c’s.

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Do you know about the Extra services being provided by the
bank?

Response %age of Respondents

Yes 70%
No 30%
Total 100%

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Yes
No

70

Interpretation:

From the above graph it is clear that 69% of the respondents are known about the innovative
services and the rest is unknown about it.

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What is your perception about the service of the bank?

Response %age of Respondents

Good 33.33%
Average 53.33%
Poor 13.33%
Total 100

13.33%

33.33%
Good
Average
Poor

53.33%

Interpretation:

From the above graph it is clear that 35% of the respondents found the service of HDFC Bank good,
55% found it average and 10% found it poor.

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Are you satisfied with the dealing of the bank officials?

Response %age of Respondents

Yes 30%
No 23.33%
To some extent 46.67%
Total 100%

30%

Yes
46.67%
No
To some extent

23.33%

Interpretation:

From the above graph it is clear that 30% of the respondents are satisfied with the dealing of the
bank officials, 45% are not fully satisfied and 25% are dissatisfied.

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Which problem are you facing regarding the bank from the
following?

Response %age of Respondents

Timeliness 76.67%
Customer relationship 13.33%
Infrastructure 10%
Others 0%

0%

10%

13.33%
Timeliness
Customer relationship
Infrastructure
Others

76.67%

Interpretation:
From the above graph it is clear that 48% of the respondents are very satisfied with the bank, 20%
are somewhat satisfied, 21% are neither satisfied nor dissatisfied, 9% are somewhat dissatisfied and 2%
are very much dissatisfied with the bank.

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Limitation

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LIMITATION
 The Study Is Limited Due To Time Constraints.
 The Study Is Limited Due To Sample Size In 30.

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Findings

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FINDINGS

 People prefer to deal with AXIS the most than other banks, the reason
being it is a public bank and it is located in every nook and corner of the
city.
 Majority of the customers are satisfied with AXIS Bank.
 Majority of the customers are aware of services and extra services offered
by AXIS Bank. But not all the services.
 Majority of the respondents are found the bank is average in maintaining
the good customer relationship.
 Majority of the respondent said that they are facing the problem of
timeliness and rest are facing problem of customer relationship and
infrastructure.
 The majority of the customers are satisfied with the dealing of the officials
up to some extent.

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37
CONCLUSION

 The customer is looking for better quality and services which can provide
him/her with satisfaction.
 The customer is looking for better quality and services which can provide
him/her with satisfaction. This study reveals the different levels of
satisfaction that customer had with their banks and helps identify the
factors (or relationship dimensions) responsible for satisfying the
customer.
 Many service firms, including retail banks have been measuring customer
satisfaction and quality to determine how well they are meeting customer
needs.

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39
SUGGESTIONS

 The Bank should make some efforts to improving good relationship with
customer.
 More stress should give on the advertisement and promotional activities.
 The bank should enhance their services according to the needs of the
customer.
 The bank makes its procedures less time consuming.
 The bank should make effort to aware the customers about their all the
extra services.

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Annexure

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 ANNEXURE
Name of the respondent:_______________________________________

1) What is your Occupation?

Student [ ] Service Holder[ ]
Businessmen [ ] Other [ ]

2) For how long you are part of Axis Bank?

Less than 6 [ ] less than 1 year [ ]
Less than 2 year [ ] more than 2 year [ ]

3) What are reasons that attract you to be a customer of

the bank?

Image [ ] extra service [ ]

Service [ ] all of above [ ]

4) Are you aware of the different services offered by Axis Bank?

Yes [ ] No [ ]

5) Which of these services are you further interested in?

Saving account [ ] Fixed account [ ]
Current account [ ] Demat account [ ]
Credit card [ ] Mutual fund [ ]
Loan [ ]

6) Do you know about the Extra services being provided by the bank?

Yes [ ] No [ ]

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7) Are you satisfied with the dealing of the bank officials?

Yes [ ] No [ ]

8) Which problem are you facing regarding the bank from the following?

Timeliness [ ] Customer Relationship [ ]

Infrastructure [ ] Others [ ]

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Bibliography

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BIBLIOGRAPHY
BOOKS:

i.) Khan, M.Y.: Financial services, (Third Edition)

i). Beri, G.C.:- Marketing research, (Fourth Edition), New Delhi, Tata
McGraw-Hill Publishing Company Limited, 2008.

WEBSITES:

I. www.axisbank.com
II. www.google.com, Axis Bank: Explore Axis Bank’s Profile
III. www.wikipedia.com, Axis Bank – Wikipedia the free encyclopaedia

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