A Project Report on Analysisof Savingaccountsinaxisbanklimitedandits Comparison Withother Banks [Sbiand Hdfc]

A PROJECT REPORT ON ANALYSISOF SAVINGACCOUNTSINAXISBANKLIMITEDANDITS COMPARISON WITHOTHER BANKS [SBIAND HDFC]

A Project undertaken in partial fulfillment for the requirement of Post Graduate Diploma in Management (Session 2009-2011)

SUBMITTED BY- Prabhakar Rahul PGDM 2009 ± 2011 Enrollment No- 2009PGDM031 ABES IT Group of Institution, Ghaziabad

UNDER GUIDENCE OF: SUBMITTED TO: Mr. Dheeraj Bakshi DIN Management Branch Head ABES IT Group of Institution Axis Bank Ltd. Ghaziabad

TABLE OF CONTENT

Chapter ±I INTRODUCTION OF THE PROJECT Introduction Theoretical Representation of the Topic

Chapter ±II COMPANY PROFILE Organizational profile of company Introduction Background Promoters Company & its product line Balance sheet SWOT analysis Board of directors Achievements/Awards

Chapter ± III RESEARCH DESIGN Presentation of data & analysis Source of data Sample size Method of data collection Research instrument & tools used

Chapter ± IV ANALYSIS AND DATA INTERPRETATION

Chapter ± V FINDING AND CONCLUSION

Chapter ± VI RECOMMENDATION AND SUGGESTION

Chapter VII Bibliography

Chapter VIII Annexure

DECLARATION

I Prabhakar Rahul student of PGDM 4Thsem from ABES IT Group of Institution affiliated to AICTE, hereby declare that all the information, facts and finding furnished in this report are based on my indigenous work and are original in nature. This information is used for academic only. Any resemblance for existing work is purely coincidental.

DATE:

PLACE: (Prabhakar Rahul)

ACKNOWLEDGEMENT

I whole heartedly acknowledge the help and support that I have received from my entire faculty who guided me and motivated me during the course of internship.

I would also like to thank my industry guide Mr. DheerajBakshi under whose guidance I successfully completed my internship. I also want to give my special thanks to Mr. Dheeraj Bakshi, branch head of Axis Bank Limited. His valuable suggestions have always been an eye -opener for me in my endeavour.At last but not the least, I would also like to thank all my family members, my dearfriends who constantly kept on motivating me by giving me valuable suggestions.

THANK YOU

. CHAPTER 1INTRODUCTION OF PROJECT

THEORITICAL REPRESENTATION OF THE TOPIC

The topic ³A DETAILED ANALYSIS OF SAVING ACCOUNT IN AXIS BANK LTD. AND IT¶S COMPARISION WITH OTHER BANKS [SBI AND HDFC BANK].´ Is basically concerned about the saving product offered by AXIS BANK. Bank provides various kinds of saving account for different segments of people, according to the current requirements and demand of the customers. Every savingproduct is designed so well that it contains all the important features and services according to the current scenario for the people, which obviously very easily attracting customers to deal at least once with the ban. Apart from this, my area of work also includes to compare these saving accounts provided by AXIS BANK with other private banks and government banks i.e. HDFC BANK and STATE BANK OF INDIA.

This comparison includes some common basis of differentiation through which evolution is to be done. I have also used QUESTIONNAIRE for comparative analysis, which has been filled by the customers just to know what they think about the bank¶s services and facil ities given to them. My Questionnaire includes 12questions and sample size is 50(x2).

CHAPTER2 ORGANIZATIONAL PROFILE OF THE COMPANY

INTRODUCTION

Banking in India originated in thelast decade of the 18 th century. The oldest bank in existence in India is theState Bank of India , a government ± owned bank that traces its origins back to June 1806 and that is the largest commercial bank in the country. Central banking is the responsibility of the Reserve Bank of India, which in 1935 formally took over these responsibilities from the Imperial Bank of India, relegating it to commercial banking functions. After India¶s independence in 1947 the Reserve Bank of India was nationalized and given broader powers. In 1969 the government nationalized the 14 largest commercial banks, and again 6 next in 1980.

EARLY HISTORY

Banking in India originated in the last decades of the 18th century. The first banks wereThe General Bank of India which started in 1786, and The Bank of Hindustan,both of which are now defunct. The oldest bank in existence in India is the State Bank of India, which originated in Calcutta in JUNE 1806, which almost immediately became the Bank of Bengal. This was one of the three presidency bank, the other two being the Bank of Bombay and the Bank of Madras, all three of which were established under charters from the British East India Company. For many years the Presidency banks acted as quasi - central banks, as did their successors. The three banksmerged in 1925 to form theImperial Bank of India,which upon India¶s independence, became the State Bank of India.

Indian merchants in Calcutta established the Union Bank in 1839, but it failed in 1848 as a consequence of the economic crisis of 1848 -49. The Allahabad Bank, established in 1865 and still functioning today, is the oldest Joint Stock bank in India. It was not the first though. That honour belongs to the Bank of Upper India, which was established in 1863, and which survived until 1913, when it failed, with some of its assets and liabilities being transferred to the Alliance Bank of Shimla. Foreign banks too started to arrive, particularly in Calcutta, in the 1860s. The Comptoire d'Escompte de Paris opened a branch in Calcutta in 1860, and another in Bombay in 1862; branches in Madras and Pondicherry, then a French colony, followed. HSBC established itself in Bengal in 1869. Calcutta was the most active trading port in India, mainly due to the trade of the British Empire, and so became a banking centre. The first entirely Indian joint stock bank was the Oudh Commercial Bank, established in 1881 in Faizabad. It failed in 1958. The next was the Punjab National Bank, established in Lahore in 1895, which has survived to the present and is now one of the largest banks in India.

Around the turn of the 20th Century, the Indian economy was passing through a relative period of stability. Around five decades had elapsed since the Indian Mutiny, and the social, industrial and other infrastructure had improved. Indians had established small banks, most of which served particular ethnic and religious communities.

NATIONALISATION

The next significant milestone in Indian Banking happened in the late 1960s when the Indira Gandhi government nationalized, on 19th July, 1969, 14 major commercial Indian banks, followed by nationalization of 6 more commercial Indian banks in 1980. The stated reason for the nationalization was more control of credit delivery. After this, until the 1990s, the nationalized banks grew at a leisurely pace of around 4%-also called as the Hindu growth of the Indian economy.

To understand the Indian banking sector more easily a diagram is shown regarding the name of the bank, its numbers shown in the bracket and also the category of bank under which it falls.

STRUCTURE OF THE ORGANIZED BANKING SECTOR IN INDIA.

BACKGROUND

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 Oriental Insurance Company Ltd. and United India Insurance Company Ltd.

The Bank today is capitalized to the extent of Rs. 359.44 crores with the public holding (other than promoters) at 57.74%. The Bank's Registered Office is at Ahmedabad and its Central Office is located atMumbai. The Bank has a very wide network of more than 838 branches and Extension Counters (as on 31st May 2009). The Bank has a network of over 3674 ATMs (as on 31st May 2009) providing 24 hrs 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 adoptingthe best industry practices internationally in order to achieve excellence.

MISSION AND VALUES

Mission of Axis Bank

Customer Service and Product Innovation tuned to diverse needs of individualand 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 onPeriodic Customer Service Audits Maximisation of Stakeholder value Success through Teamwork, Integrity and People.

THE COMPANY AND ITS PRODUCT LINE

Axis Bank Limited (Axis Bank) offers a broad range of retail & corporate bankingproducts and services in India. The bank was earlier known as UTI Bank Limited.The company offers several products including accounts, deposits, cards,credits,advisory services, treasury, mutual funds, cash management, international bankingand transaction services. The bank operates 827 branches and extension counters, as on 31 March 2009. Axis Bank has operations in 29 States and 3 Union Territories in India. The bank has a network of 3595 ATM machines. Axis Bank is the thirdlargest ATM network provider in India. It also has branches in China, Hong Kong,Singapore and UAE. The bank is headquartered at Mumbai in India. The company reported revenues of (Rupee) INR 108,291.13 million during the fiscal year ended March 2009, an increase of 54.59% over 2008. The operating profit of the company was INR 36,801.90 million during the fiscal year 2009, anincrease of 42.35% over 2008. The net profit of the company was INR 18,129.32million during the fiscal year 2009, an increase of 71.17% over 2008.

Axis bank offers banking and financial services in India. The company¶s servicesand Brands include the following:

Services: Personal Banking: Accounts Deposits Loans Cards Investments Insurance Payments Other Services

Corporate Banking: Accounts Credit Capital Market Treasury Cash Management Services Govt Business

NRI services: Accounts Deposits Remittances

COMPETITORS OF AXIS BANK LIMITED

Central bank of India Corporation bank HDFC bank limited ICICI bank limited State bank of India Union bank of India Bank of Baroda

AXIS BANK LIMITED (FORMERLY UTI BANK LIMITED)

GROUP - BALANCE SHEET

CONSOLIDATED BALANCE SHEET AS ON 31 MARCH 2008 CAPITAL AND LIBILTIES

SCHEDULE AS ON AS ON NO. 31-03-2008 31-03-2008 (RS in (RS in Thousands) Thousands) CAPITAL 1 3,577,097 2,816,308 RESERVE & 2 83,941,262 31,068,175 SURPLUS

EMPLOYEES STOCK OPTION OUTSTANDING(NET) 17(4.16) 21868 89783 DEPOSITE 3 876,193,450 587,850,227 BORROWING 4 56,240,405 51,956,030 OTHER LIABILTIES 5 75,689,729 58,779,259 & PROVISIONS

TOTAL 1,095,663,811 732,559,782

ASSETS

Cash and Balances 6 73,056,584 46,610303 with Reserve Bank of India

7 51,998,614 22,572,748

Balances with banks and money at call and short notice

Investments 8 338,651,008 268,871,605 ADVANCE 9 594,759,888 368,764,606

FIXED ASSET 10 9,324,663 6,778,359

OTHER ASSET 11 27,873,054 18,962,161

TOTAL 1,095,663,811 732,559,782

Contingent liabilities 12 2,588,956,615 1,841,653,501 Bills for collection 17 83,233,927 62,746,332

SWOT ANALYSIS OF AXIS BANK LTD.

STRENGTH Support of various promoters High level of services Knowledge of Indian markets

WEAKNESSES Not having good image Market capitalization is very low Not been fully able toposition itself correctly

OPPORTUNITIES Growing Indian banking sectors People are becoming more service oriented In the global markets

THREATS From different competitors Foreign banks Governments banks Future market trends

BOARD OF DIRECTORS The members of board are:

Smt. Shikha Sharma Managing Director & CEO

Shri N.C. Singhal Director

Shri. J.R. Varma Director

Dr. R.H. Patil Director

Smt. Rama Bijapurkar Director

Shri R.B.L. Vaish Director

Shri M.V. Subbiah Director

Shri Ramesh Ramanathan Director

Shri K. N. Prithviraj Director

CHAPTER 3 RESEARCH DESIGN

PRESENTATIONOFDATA AND ANALYSIS

SOURCE OF DATA

Primary source

Secondary source

SAMPLE SIZE

The sample size I took for this research is 50(x2).

METHOD OF DATA COLLECTION

Primary data: The data which are collected at first hand either by the researcheror by someone else especially for the purpose of the study are known as primarydata. Thus for the research I have collected the data from: Questionnaire Observation Personal interviews Survey

Secondary data: Any data which have been gathered earlier for some otherpurpose are secondary data. Most of the data in this research is primary since myreport was of exploratory type although some secondary data have been also usethrough: Websites Accounting records Miscellaneous reports Internal experts

RESEARCH INSTRUMENTS AND TOOL USED:

Research instrument used for collection of information is interviews, survey & observation. As this research is exploratory so it includes the study of subject through the interviews, observation, & surveys. Although miscellaneous reports, internal experts advices are also used.

PRESENTATION OF DATA

ABOUT SAVING ACCOUNT Saving Bank Accounts are meant to promote the habit of saving among the citizenswhile allowing them to use their funds when required. The main advantage ofSaving Bank Account is its high liquidity and safety. On top of that saving BankAccount earns moderate interest too. The rate of interest is decided and periodicallyreviewed by the Government of India. Presently, the rate of interest is 3.5%on daily product basis.

Saving Bank Account can be opened in the name of an individual or in joint namesof the depositors. Saving Bank Accounts can also be opened and operated by theminors provided they have completed ten years of age. Accounts by HinduUndivided Families (HUF) not engaged in any trading or business activity can beopened in the name of the Karta of the HUF.

The minimum balance to be maintained in an ordinary saving bank account variesfrom bank to bank. It is less in case of public sector banks and comparatively higherin case of private banks. In most of the public sector banks, minimum balance to bemaintained is Rs. 100. In accounts where cheque books are issued, a minimumbalance of R s. 500/- has to be maintained.

For Pension Saving Accounts, minimumbalance to be maintained is Rs. 5/- without cheque facility and Rs. 250/- withcheque facility.

Things to Consider While Opening a Saving Account

It is advisable to seek the following information from bank before opening the account: Minimum Balance Requirement.

Penal provisions in case the balance falls below the minimum stipulated Amount

Penalty incaseofreturnofchequesissuedor instruments sent on collection.

Collectionfacilities etc. offered and charges applicable.

Detailsofcharges,ifanyforissueofchequebooksandlimitsfixedon number of withdrawals, cash drawings, etc.

DocumentRequiredFor Opening a Saving Account

Two passport size photograph

Proof of residence i.e. Passport / Driving license / Gas/ Telephone/ Electricity Bill / Ration card/ Voter Identity card

An introduction of the person from an existing account holder

PAN number / Declaration in form no. 60 or 61 as per the Income Tax Act 1961

SAVING PRODUCTS OF AXIS BANK

PRIORIT B ING - RE IDENT

PresentingAxisBank'sPri rit BankingServi e.Aservi ethatw l ensureno t onl the highest level ofpriorit but also preferential treat ent to customers.

B NKINGPRIVILEGE TO CUSTOMERS

Pri ri B i L

APriorit banking customer will have access to an exclusive 'Priorit Banking Lounge'at branches. This will allow themto conduct their financial transactions in utmost comfort and confidentialit through an exclusive RelationshipManager.

Dedi ed Rel i i Manager: CustomerswillenjoyaccesstoadedicatedRelationshipManagerwhowillbeon 25

e pointcontactat branchforallbankingtransactionsthusensuringthatcustomers wouldneitherhavetomovefromonecountertotheothernorstandinqueuesto wa itfor theturn.

HOME BANKING: Experience the convenience of home banking facilities provided by Axis Bank. Avail of free cash and cheque pick-up and delivery at your office or residence.

Exclusive Priority Banking International Debit card:

This card allows customers free access to all VISA ATMs in India. The card alsocomes with higher ATM withdrawal limits, higher POS transaction limits atmerchant establishments, enhanced insurance cover and a host of special discounts and offers.

Other Banking Privileges: Enjoyahostofbankingprivilegeslikefreeat-parcheques,demanddraftsandpay orders, freepassbookupdatesandmonthlystatements.As a Priority Banking customer,therewouldbe no issuancechargesonAxisBank'sTravelCurrency Card.

Investment Privileges

Availofassistanceinfinancialplanning.Investmentadvice,marketinformatio n reports, and invitations to investor meets are offered complimentary to customers.

LifestylePrivileges However,it'snotallaboutjustfinancialservices.Bank¶saimtoprovideadifferen t LifestyleexperiencethroughLifestyleprivilegeslikeexclusiveinvitationsto m oviescreenings,plays,musicconcertsandotherspecialeventssponsoredbyAxi sBank, especially for the Priority Banking Customers.

GoldCreditCard Asanaddedprivilege,PriorityBankingcustomersmayalsoapplyforaGold Standard Credit Card andGoldStandardSecuredCreditCardwithoutany additional fee, subject to the applicable terms and conditions.

Prioritybankingcustomerswouldalsobeeligiblefora50%reductiononthe IssuanceFeeofGoldPlusCreditCardandGoldPlusSecuredCreditCard.Rs.500 willbechargedastheannualmaintenancechargeforPriorityBankingcustomers , subject to the applicable terms and conditions.

EligibilityCriteria Youcan sign up for Priority Banking service by agreeing to any one of the

following criteria :

Averagequarterlybalance(AQB)ofRs.1Lakhinyoursavingaccount(th is requirement is Rs. 75,000 if in case you have a salary account with Axis Bank) AveragequarterlybalanceofRs.5lakhsincombinationof yoursavingan dterm deposits (Minimum AQB of Rs. 50,000 in the saving account) MinimumAveragequarterlyrelationshipofRs.10lakhsacrossmembers ofthe samefamily- subjecttoaminimumAverageQuarterlyBalanceofRs.80,000 Beingmaintainedinthesavingaccountofeachmemberandtheremainingamo untin Term Deposits. Minimum average quarterly relationship of Rs. 5 Lakhs in Encash 24 (Flexi Deposits) account.

PRIORITY BANKING - NRI Presenting Axis Bank's Priority Banking - NRI Services, especially for NRI Clients. Apart from a specialized Relationship Manager to take care of banking needs, Axis Bank provides Investment and Lifestyle Privileges as well t5o their priority customers.

BANKING PRIVILEGES TO CUSTOMERS Priority Banking Lounge: A Priority Banking customer will have access to an exclusive 'Priority BankingLounge' at Axis Bank branches. This would allow them to conduct their financial transactions in utmost comfort and confidentiality through an exclusiveRelationship Manager.

Dedicated Relationship Manager: customers will enjoy access to a dedicated Relationship Manager who will be one point contact at the branch for all the banking transactions, who will be in regular touch with the customers to take care of their Banking needs.

Exclusive Priority Banking International Debit Card: This card allows customers free access to all Visa ATMs in India. Especially forPriority Banking- NRI clients, this card also comes with one Free Transaction per Quarter, at any Visa ATM across the world. The exclusive card also comes with higher ATM transaction limits; higher Point-of-Sale transaction limits at merchant establishments, enhanced insurance cover, Rewards Points scheme and many other facilities. 29

A Priority Banking - NRI client, get lowered processing fees on Home Loans.Enjoy preferential pricing on foreign exchange rates.Axis bank offers discounted rate of 25% on annual fees for availing our lockerfacilities.

RemittanceFacilities: Customers would also be entitled to exciting benefits on remittances. Axis Bank's commission charges on all inward remittances would also be minimal.Mobile banking facilities are available, which would provide regular updates ontransactions into the accoun t.One Free Saving Bank Account would be available to customers¶ relative/nominee resident in India.Enjoy a host of banking privileges like free at par Cheques, Free Demand Drafts and Pay Orders across India, free passbook updates and monthly statements of account.

INVESTMENT PRIVILEGES Portfolio Investment Scheme: A Priority Banking - NRI client enjoy a 50% rebate on the Annual Fees on opening PIS (Portfolio Investment Scheme) Accounts with the Bank. Avail of assistance in financial planning. Investment advice, market informationreports, and invitations to investor meets are offered complimentary to them. Check a sample market information report. Complimentary Tax Advisory Services would also be available.

LIFESTYLE PRIVILEGES However, it's not all about just financial services. Axis bank¶s aim to provide adifferent Lifestyle experience through Lifestyle Privileges. 30

Customers can enjoyexclusive invitations to movie screenings, plays, music concerts and other special events sponsored by Axis Bank from time to time.

ELIGIBILITY CRITERIA You can sign up for Priority Banking service by agreeing to any one of the following criteria: Average quarterly balance (AQB) of Rs. 1 Lakh in your saving account Average quarterly balance of Rs. 5 Lakhs in combination of your saving and term deposits (Minimum AQB of Rs. 50,000 in the saving account)

PRIME SAVING ACCOUNT Axis Bank has always strived to pace their products with the growing needs of the customers. The Prime Saving account has therefore been created with the customer¶s specific financial requirements in mind.

Wider accessibility

As a Prime Saving account holder, customers enjoy access to a wide network of over 825 branches and one of the largest ATM networks (3595 ATMs) in India giving them easy access to their account from almost any corner of the country.

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

More comfort Through 24 hr Internet Banking and Tele Banking services, customers can enjoy the ease of banking from home or office. Through these comprehensive services, they can access a range of facilities including online funds transfer, requests for a new chequebook, Financial Advisory Services (FAS), online shopping and information on mutual funds. Enhanced privileges The Prime Saving Account eases the banking experience by providing a passbook and monthly statements of account to keep the customers updated on all their transactions and assist them better in managing their finances.

Added speed Through the 'At Par' cheque facility, bank provides the unique advantage to encash the cheques as a local cheque at more than 330 centres where the bank has a presence at no extra cost. In addition the account enables the customers to issue cheques up to Rs. 1 lakh, which will be treated as 'At Par' across these locations. 32

The customers can avail of all these services with a minimum average balance of Rs 25,000 in metro/urban/semi-urban centres and Rs 10,000 in rural centres.

PRIME SAVINGACCOUNT: FEATURES

At Par Cheque Facility with an enhanced limit up to Rs. 1,00,000

Free 6 cash withdrawal transactions per quarter at other bank ATM's

Free monthly statement of account

Free DD/PO (drawn on Axis Bank Centres)

Free Passbook 33

International Debit card with an Accidental Insurance cover up to Rs. 2 lacs (Issuance charge waived)[To keep your personal accident insurance cover activated, you should have made a purchase transaction in 365 days prior to the day of the incident & should have maintained an average quarterly balance of Rs 5,000 (urban & metropolitan branches) or Rs 2,500 (rural & semi-urban branches) as the case may be in the two quarters before the date of the incident.]*

Increased cash deposit/withdrawal limits at non home branches

Option of automatic movement of excess funds in the saving account to higherearning fixed deposits

Access through more than 671 offices & 2764 ATMs

24*7 Telebanking, Internet banking and Mobile Banking .

PRIME SAVINGACCOUNT: DOCUMENTATION

To open Prime Saving Account with Axis Bank, you just need to provide:

An account opening form duly filled.

2 Latest passport size colour photographs .

Photo proof of identity PAN card, passport, Driving License or A letter from the Bank Manager verifying identity, signature and address along with a self signed cheque . Proof of residence like recent electricity bills or telephone bills or credit card statements . The account opening form can be collected from the branch or can be down loaded. The duly filled account opening form along with the relevant documents can be submitted at the branch.

SENIOR PRIVILEGE ACCOUNT

Because life begins at sixty

Axis Bank's Senior Citizen Saving Account has been designed keeping in mind the fact that a senior citizen's banking requirements are wholly different And require special consideration.

SENIOR PRIVILEGE: FEATURES

BANKING PRIVILEGES

Dedicated Relationship Managers :AXIS BANK dedicated relationship Managers are only a phone call away. They can help the customers withall of their banking needs. Be it a simple query or helping customers to manage theirfinances. Free At-par Cheque book Axis Bank "Senior Privilege" Saving Account holder will receive free "At-par" cheque book, which empowers customer¶s toencash their cheques as local cheques at any of the Axis Bank branch center.

Free International Visa Debit cards for the primary and the jointaccount holders A "Senior Privilege" Saving Account with Axis Bankentitles customer to a free International Debit card, which enables them toaccess their account anytime at more than 2764 ATMs across the country. Customers can withdraw and deposit money and cheques with their debitcard. The daily withdrawal limit in an Axis bank is a high Rs 40,000. Customers can use their debit card to make purchases at merchant 36

establishment. A unique security feature to help safeguard customers hard earned moneyis the photograph and signature on the face of the debit card. This feature is notfollowed by all banks.

Free Monthly Statement of Accounts/Free Passbook: Axis Bank privileged customer would be entitled to a monthly statement of account. Thestatement would give the detailed information on daily transactions with theclosing balances. Customers can also opt for passbook facility, at no additionalcost.

Free Issuance of Pay Orders or Demand Drafts drawn on Axis Bank Branches:Get commission-free Demand Drafts and Pay Orders from our branches drawn on Axis Bank branch.

Free Inward Remittances Funds remitted by the near and dear ones in abroadnow get to the customers through Axis Bank correspondent banks for free . Free Outward Remittances once a year Remitting your money out of Indiais possible for free once a year through Axis Bank correspondent banks.

Faster Credits to Foreign Cheques Funds remitted by your near and dearones abroad now get to the customers faster than ever.

Free Cheque pickup and Cash pick up services Extended cash and chequepickup services are provided by Axis Bank free of cost. Customers can also have cash delivered at your residence at a nominal charge of Rs 50 per delivery.

Anywhere Banking Make transactions like cash deposits, cash withdrawal,transfers and clearing deposits from any of the Axis bank branches, all of whichare interconnected for customers banking convenience.

Telebanking Axis Bank Telebanking service provides instant access to theaccounts. A wide range of services such as Account Information, Balanceenquiry, Transaction Details, Status of your Cheques (Available only duringbranch business hours) and Statement of Account on Fax can be availed over the phone.

Free Mobile Banking Mobile banking enables customers to bank with theAxis Bank through their mobile phone irrespective of where they are. Avail thefacility of balance enquiry, debit or credit alerts, last three transaction detailsand cheque status

iConnect: The concept of "your Bank on your Desktop" is now a reality withiConnect. Customers can look-up the status of their account, request a newcheque book, undertake a range of financial transactions, avail financial advisory services, get information on mutual funds and shop online by just clicking the mouse .

Customized Loan Offerings: Fixed Deposits - up to 95% of the FD amt at aninterest rate of 2% over the rate of interest of the FD. NSCs/KVPs/LIC Policy -Discounted rate of interest, no processing fees and no pre payment penalty.

Complimentary Financial Planning: Everyone has diverse needs based ontheir situations, therefore requiring customized solutions. With the help of AxisBank¶s complimentary investment planning, customers will know exactly whatto do with their money to realize their financial objectives.

Silver Health - Medical Insurance for Senior Citizens: Entry age is 70Years. The medical test (mandatory) is carried out Free of cost only for SeniorPrivilege.

SENIOR PRIVILEGE: ELIGIBILITY You can avail of a Senior Citizen Saving Account subject to the following criteria Average Quarterly Balance (AQB) TYPE Average Quarterly With FD of 2 Lakh Balance (AQB) METRO/URBAN Rs. 10000 Rs. 5000 SEMI- Rs. 5000 Rs. 2500 URBAN/RURAL

No penal charges will be levied for non-maintenance of Average Quarterly Balance in the first quarter of account opening.

Person should be a Indian Resident

Age as on date of account opening should be greater than or equal to 60 years.

EASYACCESS SAVING ACCOUNT Banking made easy Presenting, Axis Bank's Easy Access Saving Account. The account is an endeavour bythe Bank to understand the consumers' needs and redefine banking to suit therequirements for a truly comfortable banking experience. Easy AccessSaving Accountgives customers instant access to their money

anywhere, anytime. Possessing a range ofunmatched features, it has been devised to better suit the convenience of bank¶s eclecticclient base. Customers can avail of all these services with a minimum quarterly average balance ofRs. 5,000 in metro or urban centres, Rs. 2,500 in semi urban centres and Rs. 1,000 inrural centres.

EASY ACCESS SAVINGACCOUNT: FEATURES At Par Cheque Book ATM Network Anywhere Banking Telebanking I Connect Mobile Banking Account Statement Quarterly Interest

EASY ACCESS SAVINGACCOUNT: DOCUMENTATION

To open Easy Access Saving Account with Axis Bank, you just need to provide: Two passport size colour photographs (latest) for each applicant Introduction related documents: Introduction by an existing Axis Bank customer, whose account is at least 6 months old with a suitable proof of address, or a letter from the manager of your existing bank, verifying identity and signature, or a copy of your passport along with a self-signed cheque, and any one document from each of the following groups: 41

Group I Voter ID card* or Defence or Police or Govt. Dept. ID Card, or Pan Card or Driving Licence or Photo Credit Card (*along with self-signed cheque).

Group II Latest copy of electricity bill or telephone bill or bank account statement or credit card statement or insurance premium receipt or letter from employer certifying address or NSC giving current address or existing house lease agreement Senior citizens also need to provide a proof of age Foreign residents in India additionally require submitting a photocopy of their passport with valid visa or permitting.

ZERO BALANCE SAVING ACCOUNT Save at Zero Presenting, Axis Bank's Zero Balance Saving Account. At Axis Bank it has been their constant endeavour to create products specifically catering to customers¶ needs. The account while offering a whole range of services also addresses customers¶ latent need of having an account without the hassle of maintaining an average quarterly balance.

FEATURES: No Average Quarterly Balance requirement

Free International Debit Card with an Accidental Insurance cover up to Rs 2 lakhs* (charges for the primary holder are waived)

Free mobile banking facility

Access through more than 825 branches and more than 3595 ATMs

At-Par cheque facility with the clearing limit of Rs 50,000

24x7 Telebanking & Internet banking

Free quarterly statements *Conditions Apply

1). Initial funding of Rs. 5,500.

2). Account maintenance fee of Rs. 500 per annum

ZERO BALANCE SAVINGACCOUNT: DOCUMENTATIONS

An Account Opening Form duly filled

One latest passport size photograph

Initial cheque of Rs 5,500

Photo identity proof like PAN card, Passport, Driving License or Voters 43

card

Proof of residence like recent utility bill or bank account/credit card statement, and-

Any two of the following documents: Latest Post paid mobile bill with a minimum bill payment of Rs.1,000 Minimum Net Salary Rs. 20,000 or other bank account statement with minimum day end balance of Rs 25,000 Frequent Flyer Card or Customer Loyalty Card (any of the renowned retail chain) Proof of owing Gold/Platinum Credit Card Proof of owning a house Proof of owning a four-wheeler Latest paid landline phone bill of Rs. 1,500/- or higher Latest Income tax return with Income tax paid of Rs. 1.5 lac andabove Professionals (Doctors, CA/CS/Cost Accountant, and Architect)need to submit any one of the above document along with proof ofprofession.

SALARY ACCOUNT Power Salute Defence Salary Account from Axis Bank is a product designed keeping in mind how tough a life in the Defence Forces is. With the complete gamut of banking services (including overdrafts, loans and zero balance requirements) customers can now rest assured about their family and all their financial needs. It's Bank¶s way of showing appreciation to their work.

BANKING PRIVILEGES:

At-par Cheque Facility One¶s job involves constant transfers across the country. With the at-par cheque facility it will no longer be necessary to set up new bank accounts with each transfer.

Additional Debit Card Along with a free International Debit Card, customers also get a free card for the joint account holder. This means that their child or spo use also enjoy the same benefits of banking with Axis Bank.

Financial Advisory Services Bank¶s solutions answer to the twin goals of meeting customers¶ requirements and to diversify and spread the risk of the investment portfolio, so customers can look forward to a comfortable and worry-free life.

POWER SALUTE: PRODUCT FEATURES

1 BalanceRequirement Nominimum balance

2 AnywhereBanking Availableacross the country

3 ChequeBooks Freemulti-city at-par Cheque Book

4 InternationalDebitcumAT Free,even to the joint holder Personal M Card (Photo-signature Accident Insurance Cover of up to Rs 2 card) lacs per cardholder [To keep your personal accident insurance cover activated, you should have made a purchase transactionin365dayspriortothe dayoftheincident &shouldhavemaintained anAQBofRs5,000(urban&metropolitanbr anches)orRs2,500(rural& semi- urbanbranches)asthecasemaybeinthe two quarters before the date of the incident.]* Cash withdrawal of up to Rs 40,000 daily Purchase protection andZeroCardLiability InternationalAcceptedat 5 Computerized Statements Freeon a quarterly basis Freemonthlystatementsone- mail(Customer has to register for Internet

6 JointAccount Facility BAanking)vailable

7 Flexi(2-in-1) Encash Availablesubject toterms and conditions Deposits* 8 Demand Drafts Free Demand Drafts drawn on Axis Bank

9 OverdraftFacility Up to50% of net salaryat Personal Loan rates* 10 OutstationCheques Freecollection,onlyout-of- pocketexpensesto be recovered 11 Demat Account Available

12 FinancialAdvisory Freewith daily electronic updates Services 13 PowerLoans* Power Homes ± Housing Loans Personal Power ± Personal Loans Study Power ± Educational Loans Consumer Power ± Consumer Loans Power Drive ± Vehicle Loans 14 OptionalGold Debit Card Accessto any Bank ATM

15 CreditCards Available

16 OnlineTrading Available

17 Built-In Insurance UniquefacilityofavailingInsuranceoptioni (Medical and n built in the account available B 18 Burglary)uilt-in S IsPc heschemem e Uniquefacilityof availingSIPoptioninbuiltin the account 19 PriorityBanking ReducedbalancecriteriaforavailingPriorit y Bankingthatentitlesyoutoexclusivebankin 20 Internet Banking AvailableasiConnectwithenhancedfeature s likefreebillpayments(e.g.,electricitybills) and electronic paymentofpremiums (LIC- Insurance Premium) at 21 Telebanking Free(available for 24 hours at select centers) 22 MobileBanking Available

23 NominationFacility Available

24 Fundtransfer facility TransferfundsfromyourSalaryPoweracco unt to any bank account in India free of

25 Cash deposits in 6frchargee e.int er-city cash deposit per quarter other branches 26 MealCard The best substitute for the traditional 27 GiftCard Prepaid,RupeeDenominated,NonReloada ble card - Ideal for Gifting.

Note: Power Salute is a special account offered to customers with regular direct salary credits coming into this account. In case, the monthly salary is not credited into the account for more than 3 consecutive months, the special features offered under Power Salute account shall stand withdrawn and the account shall be treated as Normal Saving Account under our standard charge structure and all charges shall be levied and applied as applicable to normal saving accounts. POWER SALUTE: ELIGIBILITY

Personnel from the following forces are eligible for this account. Retired personnel can also avail of the mentioned benefits as long as the account has been opened when in active service.

Personnel of Army, Navy, Air Force and the Coast Guard.

Paramilitary Services (BSF, CRPF, NSG, NCC, Territorial Army)

Retired and Short Service Commission officers would also be eligible - 49

provided the accounts are opened while they are in active service.

Civilians posted at Defence establishments like training schools, canteens, etc. on a permanent basis.

CORPORATE SALARY ACCOUNT Axis Bank Corporate Salary Power Offering is designed to offer payroll solutions through in a 24 X 7 environment.

BENEFIT TO EMPLOYERS Efficient salary disbursal.

Web Upload - Transfer salaries/reimbursements directly from customers¶ current account with Axis Bank to their employee's accounts using I Connect. 50

Single-instruction salary credit - Same day salary credits for all companies having Corporate Account with Axis Bank.

Dedicated Relationship Manager at metro locations to understand the financial requirements of the employees.

BENEFIT TO EMPLOYEES

No minimum balance criteria.

Unparalleled Access - Anywhere banking facility through bank¶s network of Branches, Atm and Internet banking facility.

AT Par chequebooks payable locally at all Axis Bank locations.

International Debit cum ATM cards with enhanced Cash withdrawal facility and other value add on.

Online Banking with funds transfer, online shopping and bill payment options.

Depository services with free online trading accounts. 51

Meal Cards on a master card platform.

Employee Reimbursement accounts as a saving account variant.

Preferential pricing on loan products and credit cards and other banking products & services*.

CORPORATE SALARY ACCOUNT: ELIGIBILITY

Axis Bank Salary Power Offering is made for companies/ corporate/ government departments/defence establishments wherein the minimum number of employees is 10. Axis Bank has three Product offerings, depending on the payout commitments made by the concerned company and a single product offering for all defence establishments.

Salary Power Plus - Average Payout / Employee is between Rs 7500/ - Rs 9999/-

Salary Power Privilege - Average Payout / Employee is between Rs.10000/ - Rs.24999/-

Salary Power Premium - Average Payout / Employee is Rs.25000/- & above.

Power Salute - Only for Defence Establishments

PENSION SAVINGACCOUNT: ELIGIBILITY

All employees of central government and civil ministries who are covered under the Central Government Civil Pension Scheme operated by Central Pension Accounting Office, Department of Expenditure and Ministry of Finance.

All employees of Armed Force (Army, Navy & Air Force) under Ministry of Defence who are covered under the Defence Pension Scheme operated by Pension Sanctioning Authority/Defence Unit.

All the employees of an establishment with workforce strength of more than 20 (including contract employees) and who have opted to be members of the EPS 95 scheme.

Existing members of "Member of Employees" Family Pension Scheme.

The identity of the Pensioner is to be established through Pension Payment Order (PPO) issued by the concerned Pension Paying Authority

PENSION SAVINGACCOUNT: PROCEDURE & OPERATION

The Pension Saving Accounts can be Single or Joint Bank Accounts. Pension is not permitted to be paid by cash, however, Standing Instructions may be accepted and chequebook may be issued.

For prospective Pensioner's

This facility can be availed by opening a Pension Saving Bank Account with any authorised Axis Bank Branch and providing the Account details to the Pay & Accounts Office (PAO) of the concerned Central Govt. Civil

Ministry/ Departments or Pension Sanctioning Authorities (PSA's) in case of Defence Units prior to retirement. In case of existing Axis Bank customers, the details of the Saving Bank Account with the Bank need to be provided to the Pay & Accounts Office of the concerned Central Govt. Civil Ministry/ Department or Pension Sanctioning Authorities (PSA's) in case of Defence Units prior to retirement.

For existing Pensioner's

This facility can be availed by opening a Pension Saving Bank Account with anyauthorized Axis Bank Branch and thereafter following the necessary procedures prescribedby CPAO (in case of Central Govt. Civil Ministries/ Departments) or Ministry of Defencefor change of Bank for Pension Account for receiving/ drawing pension. DATA ANALYSIS COMPARATIVEANALYSIS OFSAVINGPRODUCTS

BASISOF DIFFERENCE AXIS HDFC SBI BANK BANK

WELCOMEKIT Compul Compulso On demand sory ry issue

MINIMUMBALANCE Rs. 5000 Rs. 5000 Rs. 1000 55

PASSBOOK

a) On On Compulsor ISSUEOFPASS demand demand y issue BOOK No Nocharges b) Charge No PASSBOOKCHAR s Charges GES Rs. 75 No Rs.120

c) IFDUPLICATE charges

CHEQUE BOOK

a) ISSUEOFLOCAL X X CHEQUE BOOK Rs. 20 b) NO.OFFREELEAF X X Rs. 2 per c) CHARGES X X leaf

CHEQUE BOOKAT PAR a) ISSUEOF CHEQUE BOOK AT PAR

X 20perqua 100 perf.y b) NO.OFFREELEAF rter

Rs. 5 Per c) CHARGES Rs.10P/Le Rs. Leaf af 10P/Leaf

DEPOSITS/WITHDRAWL CHARGES

1) For home branch X X X a) CASH DEPOSIT X X X CHARGES

b) Rs.100 CASHWITHDRAWLCHA p/transac Rs.100 Rs. 25 RGES tion. p/transact per ion transa 2) For other branch ction X

a) CASH DEPOSIT Rs.100 Rs. 25 SERVICES CHARGES Rs. 107 p/a Rs. 260 p/a Rs. 50 p/a a) ATM/DEBITCARD

b) NET BANKING Free Free Free

c) SMS BANKING Rs.150/- Rs. 4.5 Rs. 3 per p/sms per/sms annum d) TELE BANKING

X X

Ifmoretha ADDITIONAL INFORMATION

a) NO.OFBRANCHES < <2000 11,580 838 b) NO. OF ATM 5000 15000 4 367

MY ANALYSIS FROM THE QUESTIONNAIRE CAN BE SUMMED UP AS FOLLOWS: Total number of customers who filled the questionnaire is 100. 34 of them belongs to SBI, 34 OF Axis bank and rest of 32 customers from HDFC bank.

1) If given an option, which bank will you prefer to deal with as a customer?

PREFER TO DEAL 40%

35% 36% 30% 31% 25%

20% 22% 15% DEALING

10%

5% 4% 4% 3% 0% bank of standard a bank axis bank hdfc bank sbi baroda charted

Among the total customers, 36% customers arein favor of SBI. These customers prefer to deal with SBI, the reason being it isa public bank and it is located in every nook and corner of the city. Thesecond preference of the customers is Axis bank, 31% custo mers favor this bank for banking activity. Thus, giving tough competitionto SBI. 22% customers are in favor of HDFC Bank. Bank of Baroda, Standard chartered and Karnataka bank are also preferred bysome customers. 2) In terms of saving bank account opening, which bank would you

prefer?

Preference in terms Saving Bank Accuont 40% 34% 35% 30% 30% 25% 25%

20%

15% Saving Bank Accuont 10% 4% 5% 2% 3% 2% 0%

Among the total customers, 34% customers arein favour of SBI. The customers prefer this bank because its charges are lessthan the other banks. 30% customers prefer Axis bank due to the efficient level of services providedby this bank which attracts customers.25% customers are totally loyal to the HDFC bank. BOB, Standard Chartered, ICICIand Allahabad bank are alsopreferred by some customers.

3) What are the services you use of bank, in saving account?

Preference of use of service in saving A/C 50% 45% 40% 45% 35% 30% 32% 25% 20% 15% 10% service in saving accuont 5% 10% 8% 1% 4% 0%

ATM/debit card is most preferred by the customers.45% customers are in favour of this service. Thus, ATM maintenance charges should be kept optimum and cash withdrawal/deposits also be made more convenient to the customers. The second preference of the customers is cheque book at par.32% customers prefer to use this service provided by the bank in saving account. The next preference is internet banking. Thus more and more facilities and services should be inculcate by the bank in internet banking for making it more attractive to the customers.8% customers use mobile banking. Relationship manager and door step banking are also preferred by few customers.

4) Which bank as per your experience provides the best customer service when you personally visit the bank?

Providing Best Customer Service

35% 32% 30% 30% 28%

25%

20%

15% Best Customer Service 10% 6% 5% 2% 2%

0% Axis bank HDFC SBI BOB Karnataka ICICI bank

Majority of customers agreed that Axis bank provides the best customer services whenthey personally visit the bank. Thus, 32% customers are in favour of Axis bank and thesecond preference is SBI, close competitor of Axis bank in this case because 30%customers said that SBI provides the best customer services when they personally visit the bank. The third and giving close competitor to SBI is HDFC Bank. 28% customers feel like this bank provides best customer services. 6% customers are in favour of ICICIbank. BOB and Karnataka bank are also preferred by some customers.

5) What average balance accoun t services you usually avail from your existing bank?

Average balance account service

45% 42% 40%

35% 30%

25% 22% 20% 20% Average balance account 14% 15% service

10%

5% 2% 0% greaterthan Equal to Equal to Equal to or Equal to or or equal less than Rs. less than Rs.less than Rs. less than Rs. to1000 5000 10000 25000 100000

y Equal to or less than 5000 ---- 42% y Greater than or equal to Rs. 1000 ---- 22% y Equal to less than Rs. 25000 ---- 20% y Equal to or less than Rs. 10000 ---- 14% y Equal to or less than Rs. 100000 ---- 02%

6) Which bank¶s ATM you use the most, for cash withdrawal?

Usi g TM 40% 36% 35%

30% 26% 25% 22%

20% ATM 15%

10% 6% 5% 4% 4% 2%

0% Axis Bank HDFC SBI BOB Standard ICICI PNB charted

Among the total no. of customers, 36% customers said that they use Axis bank¶s ATM the most for cash withdrawal because its location covers almost all the areas of the city. The next preference is HDFC Bank and 26% customers said that they use HDFC bank¶s ATM because they are convenient with it. The third preference is SBI and 22% people are in favour of this bank. The reason being it is a public bank. 6% are totally loyal to their existing ICICI bank. PNB, BOB and Standard chartered are also preferred by some customers.

7) If you are using Net Banking, then what are the services you use?

Usi g Net a ki g Services

45 41¡ 40

35¡

30¡

25¡

15 12

10 7 7

£ ¤ ¤ ¢ et a ki g Services 5

0¡

Majority of customers said that they use internet banking mostly for making billpayments. Thus 41% customers use this service in internet banking. The second and third preferences of the customers are cheque book request and fund transfer-other bank. Fund transfer-same bank, DD/Pay order request and portfolio management/investment services are also used by some customers.

8) Which is the most customer friendly bank, in terms of charges, as per you?

Customer Friendly bank,in terms of charges 40% 34% 35% 30% 30% 26% 25%

20%

15% Customer Friendly bank,in terms of charges 10% 4% 5% 3% 3%

Among the total customers, 34% customers are in favour of SBI. They think that in comparison of other banks, SBI charges are less. Thus they prefer to deal with this bank. The second preference of the customers is HDFC Bank and 30% customers think that their charges are less. Thus they are satisfied with the charges charged by the bank. The third preference is Axis bank. 26% customers are in favour of this Bank. Thus bank should adopt flexible approach in charges and the charges should be charged according to the customers¶ reputation, competition and other factors so that they do not lose anygenuine customer due to these unfair charges.

9) Are all the bank charges informed to you at the time of saving bank accountopening?

Inf r ati n f ank c arges

46% YES NO 54%

Among the total customers, 54% customers said that they are being informed by the bank about all the charges at the time of saving bank account opening, while rest of 46% customers disagree about this.

10) If you have to do an investment, which bank would you consult for portfolio management?

Cons lt for ortfolio Manage ent 40% 36% 35%

30%

25% 22% 20%

20%

Portfolio a age e t 15% 10% 10% 7% 5% 5%

¥ ¥

§ ¨ © ¦ ¦ ¦

xis ¦a k F S I I I I lla a a § a k

Among the total no. of customers, 36% said that they prefer Axis Bank for portfolio management which shows their firm belief in this bank. The second and third preferences are SBI and HDFC Bank. 22% customers are in favour of SBI and 20% are in favour of Axis Bank. 10% customers said that ICICI is also providing attractive schemes, so they would like to go with this bank.BOB and Allahabad bank is also preferred by few customers.

11) According to you which bank provides, zero balance account facility to lowincome level group of customers (annual earning < Rs. 50000)

Zero alance account facility 60% 55%

50%

40%

30% 23% Zero balance account facility

20%

10% 10% 4% 4% 4%

0% Axis bank HDFC SBI BOB Standard ICICI charted

Majority of customers said that SBI provides this facility to low income level group of people. 23% customers felt that Axis bank also provide s this facility to customers.10% customers is in favour of HDFC Bank. Rests of the customers are in favour of ICICI Bank, BOB and Standard Chartered

12) Kindly rate the below mentioned banks as per the ambience and infrastructurefacilities provided to the customers?

Rating of banks on the basis of ambience & infrastructure

45% 42% 40%

35%

30%

25% 23%

Rati g of a ks on t e asis of

20%

16% a ience & infrastr ct re 15% 13%

10% 7% 5%

xis a k F S I I I I PNB

42% people said that AXIS BANK is the best 23% people said that SBI is the best 16% people said that HDFC is the best 13% people said that ICICI is the best 6% people said that PNB is the best

CHAPTER 4FINDINGS, CONCLUSIONSANDSUGGESTIONS

FINDINGS

People prefer to deal with SBI 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.

According to analysis that majority of people are in favour of public banks in terms ofcharges, the reason is their blind faith upon these banks regarding charges.

According to analysis, majority of people agreed that only public banksprovide the zero balance account facility to low income level group of customers and in private ban ks one has to maintain an average quarterly balance.

Majority of customers use net banking only for making bill payments. Thus, theydo not avail other services offered in net banking.

Most of the customers believe, Private Banks provide better customer servicesthan public banks just to attract more and more customers.

Public banks do mass banking and private banks do class banking.

CONCLUSION

The topic ³A DETAILED ANALYSIS OF SAVING ACCOUNT IN AXIS BANK LTD. AND ITS COMPARISON WITH OTHER BANKS [SBI AND HDFC]´isbasically concerned about the saving products offered by AXIS BANK. I have gonethrough this entire saving product, their features and services during my research. Ihave also compared these saving products of Axis Banks with HDFC Bank ANDSTATE BANK OF INDIA. This comparison includes some common basis ofdifferentiation through which evaluation has been done. I have also used aQUESTIONNAIRE for comparative analysis, which has been filled by the customers justto know what they think about the bank¶s services and facilities given to them. I havefound very interesting results from the research.

SUGGESTIONS

The most important threat which appears in Axis Bank Lucknow are thecompetitors in which the major competitor is State Bank of India, having manybranches in Lucknow itself and that¶s why it is more convenient for the people toapproach that bank. Thus Axis Bank should expand the number of branches.

In terms of charges also, majority of customers are in favour of SBI. Thus AxisBank should adopt flexible approach in charges and the charges should becharged according to the customers¶ income, competition and other factors so thatthey do not loose any genuine customer due to these unfair charges.

According to my analysis, majority of customers said that they use AXISBANK¶S ATM the most for cash withdrawal because its location covers almostall the areas of the city. Thus, Axis bank can use this feature as a major tool foradvertising and promotion purposes.

Providing best customer service is also one of the advantages for the bank whichcan be used for promotion purposes so that more and more people attracts towardsthe bank.

ANNEXURES QUESTIONNAIRE NAME:««««««««««««««« AGE:«««««««««««««««... OCCUPATION:««««««««««« 1. If given an option, which bank will you prefer to deal with as a customer? a) Axis Bank Ltd. b) HDFC Bank c) SBI d) Other_____ 2. In terms of saving bank account opening, which bank would you prefer? a) Axis Bank Ltd. b) HDFC Bank c) SBI d) Other_____ 3. What are the services you use of a bank, in saving account? a) ATM/Debit Card b) Internet Banking c) Cheque book at par d) Mobile banking e) Door step banking f) Relationship manager 4. Which Bank as per your experience provides the best customer service when you personally visit the Bank? a) Axis Bank Ltd. b) HDFC Bank c) SBI d) Other_____ 5. What average balance account services you usually avail from your existingbank? a) < = Rs. 1000 b) = > Rs. 5000 c) = > Rs.10000 d) = > Rs. 25000 e) = > Rs. 100000

6. Which Bank¶s ATM you use the most, for cash withdrawal? a) Axis Bank Ltd. b) HDFC Bank c) SBI d) Other____

7. If you are using Net Banking, then what are the services you use? a) Fund Transfer ± same Bank b) Fund Transfer ± Other Bank c) Bill payments ` d) Cheque book request e) DD/ Pay Order request f) Portfolio Mgmt. or Investment Services 8. Which is the most customer friendly Bank, in terms of charges, as per you? a) Axis Bank Ltd. b) HDFC Bank c) SBI d) Others_____ 9. Are all the Bank charges informed to you at the time of Saving Bank Accountopening. a) Yes b) No 10. If you have to do an investment, which Bank would you consult for PortfolioManagement? a) Axis Bank Ltd. b) HDFC Bank c) SBI d) Other_____ 11. According to you Which Bank provides, zero balance account facility to lowincome level group of customers? [Annual earning < Rs. 50000] a) Axis Bank Ltd. b) HDFC Bank c) SBI d) Other_____

12. Kindly rate the below mentioned banks as per the ambience and infrastructurefacilities provided to the customers? NOTE: In Ranking 1 being the Best and 5 being the last preference. a) Axis Bank Ltd. [ ] b) HDFC Bank [ ] c) SBI [ ] d) ICICI [ ] e) PNB [ ]

BIBLIOGRAPHY

BOOKS: i.) Kothari, C.R.: Research Methodology methods and techniques, (second revised edition), New Delhi, new age international (P) Limited publishers, 2008. ii.) Khan, M.Y.: Financial services, (Third Edition) iii). 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