A Study On Consumer'S Perception Towards Net Banking Services of Axis Bank

PROJECT REPORT
ON
“A STUDY ON CONSUMER’S PERCEPTION TOWARDS NET

BANKING SERVICES OF AXIS BANK ”
Submitted in partial fulfilment of the requirement of
“MASTERS OF BUSINESS ADMINISTRATION IN

LEADERSHIP DEVELOPMENT”
(SESSION 2021-2023)
SUBMITEED BY:-
SUBMITTED TO
AARSHPREET KAUR
PROF.
UNI ROLL NO- 9825
CLASS ROLL NO-7626
SCHOOL OF COMMERCE AND MANAGEMENT
G.S.S.D.G.S. KHALSA COLLEGE, PATIALA

Comparative analysis of products & services of axis bank
CERTIFICATE
This is certified that the project “A Study On Consumer’s Perception Towards

Net Banking Services Of Axis Bank ” is abonified work done by Aarshpreet
kaur Roll no. 9825. A student of G.S.S.D.G.S. Khalsa College in a partial
fulfilment of requirement for the award of Master’s in Business
Administration by Punjabi University Patiala during the academic 2022-
2023.
Aarshpreet kaur
G.S.S.D.G.S KHALSA COLLEGE Page 2

DECLARATION
The undersigned hereby declare that project report entitled “A study on

Consumer’s Perception towards Net Banking services of Axis bank ” written
and submitted by me to G.S.S.D.G.S. Khalsa College in partial fulfilment of
the requirement for the reward of Master in Business Administration
under the guidance of my mentor Prof. Puneetpal kaur is original work and
the conclusion drawn therein is based on the material collector by my own
efforts. I also hereby declare that this study has not permitted by me to
publish anywhere.
Aarshpreet kaur

ACKNOWLEDGEMENT
It is a matter of great pleasure to present this Project report on the entitled

“A STUDY ON CONSUMER’S PERCEPTION TOWARDS NET BANKING SERVICES
OF AXIS BANK ” undertaken by me as part of my MBA curriculum.
I am thankful to Punjabi university Patiala for offering me such a wonderful

challenging opportunity and I express my deepest thanks to faculties of the
college and Prof. Puneetpal kaur whose guidance and support was
available to me all the time. I find inadequate words to express my sincere
gratitude towards her.
It is my pleasure to pen down these lines to express sincere thanks to my

parents who had complete faith in my capabilities and also giving me the
opportunity to step in masters for flourishing my personality. I also express
my gratitude towards my mother for placing complete faith and confidence
in my ability to carry this project and for providing me her time inspiration,
encouragement, help, valuable guidance, constructive criticism and
constant interest. She took personal interest in spite of numerous
commitments and busy schedule to help us complete this project. I am also
thankful to my guide for training me on the subject of ”CONSUMER’S
PERCEPTION TOWARDS NET BANKING SERVICES OF AXIS BANK ” I express
my deep sense of gratitude to my dear friends for their support and
encouragement during my presentation.
Aarshpreet kaur

EXECUTIVE SUMMARY
MBA is a stepping-stone to the management carrier and to develop good

manager it is necessary that the theoretical must be supplemented with
exposure to the real environment. Theoretical knowledge just provides the
base and it's not sufficient to produce a good manager that' s why practical
knowledge is needed.
The report gives an overview of the banking Sector and Axis Bank. And awa
reness of customer’s satisfaction in public & private sector banks. The
methodology adopted for the study was through a structured questionnaire,
which is targeted to the different persons in Patiala. For this purposes
sample size of 108 was taken. The data collected from the different persons
was analyzed thoroughly and presented in the form of charts and tables.
Axis Bank must advertise regularly and create brand value for its products
and services. Most of its competitors like HDFC, ICICI and natonalized
banks use television advertisements to promote their products.
The Indian consumer has a false perce-ption about private banks – they feel
that it would not safe. Safety and returns are the two main reasons people
invest in banks. On the whole Axis bank is a good place to work at. Every
new recruit is provided with extensive training on the products of Axis bank.
This training enables an advisor/sales manager to market the policies
better. The company should try to create awareness about itself in India.
With an improvement in the sales techniques used, a fair bit of advertising
and modifications to the existing product portfolio, Axis Bank would be all
set to capture the banking market in India as it has around the globe.

INDEX
Sr.no Chapter PAGE NO.
CHAPTER-1 INTRODUCTION TO INDUSTRY 6-21
CHAPTER-2 INTRODUCTION TO THE ORGANISATION 22-44
CHAPTER-3 INTRODUCTION TO THE STUDY
CHAPTER-4 LITERATURE REVIEW 45-51
CHAPTER-5 ANALYSIS OF THE RESEARCH UNDERTAKE 52-55
CHAPTER-6 DATA ANALYSIS AND INTREPRETATION 56-80
CHAPTER-7 FINDINGS 81-82
CHAPTER-8 SUGGESTIONS 83-84
CHAPTER-9 CONCLUSION 85-86
CHAPTER- BIBLOGRAPGHY 87
10

CHAPTER:-1
INTRODUCTION TO
INDUSTRY

1.1INTRODUCTION: -
A bank is a financial organization and a financial intermediary that takes
deposits and uses those deposits for loaning to borrower, either giving loan
directly or indirectly through capital markets. A bank can be defined as an
organization that takes deposits, give loans, pays checks, and also provides
different financial services. A bank is a financial intermediary for the
safeguarding, square transferring of funds, exchanging, or lending of money.
A primary role of banks is channelizing those with funds, like investors and
depositors, to those seeking funds, like individuals or businesses needing
loans. A bank is the network between customers that have capital deficits
and customers with capital surpluses.
Banks distribute the medium of exchange. Banking is a business. Banks

sell their services to earn money, and they must market and manage those
services in a competitive field. Banks are financial intermediaries that
safeguard, square transferring of funds, exchange, and lend money and like
other businesses that must earn a profit to survive. Understanding this
fundamental idea helps you to understand how banking systems work, and
helps you understand many modern trends in banking and finance.
1.2HISTORY:-
The first bank in India, through conservative, was established in the year of
1786. From 1786 till today, the journey of Indian banking system can be
segregated into three segregated into three distinct phases. They are as
mention bellow ANK
 Phase 1-Early phase from 1786 to 1969 of Indian bank

 Phase 2- Nationalization of Indian banking sector and up to 1991
 Phase 3- Indian financial and banking sector reforms after 1991
1.2.1 PHASE 1
The general bank of India was set up in the year 1786. Next come back of
Hindustan and Bengal bank.
 BANK OF BENGAL (1809)

 BANK OF BOBBAY (1840)
 BANK OF MADRAS (1843) as independent units and called it
presidency banks.
These three banks were amalgamated in 1920 and IMPERIAL BANK OF

INDIA was established which started as private shareholder banks, mostly
Europeans shareholders.

1.2.2PHASE
Second phase of nationalization Indian banking sector reforms was carried

out in 1980 with seven more banks. This step brought 80% of banking
segment India under government ownership. The following are the steps
taken by government of India to regulate banking institution in the country.
1949: Enactment of Banking Regulation Act
1955: Nationalization of State Bank of India
1959: Nationalization of SBI subsidiaries
1961: Insurance cover extended to deposits
1969: Nationalization of 14 major banks
1971: Creation of Guarantee Corporation
1975: Creation of regional rural banks
1980: Nationalization of seven banks with deposits over 200 crocs
1.2.3PHASE 3
This phase has introduced many more products and facilities in the banking
sector in its reforms measure. In 1991, under the chairmanship of M.
Narasimhan, a committee was setup by his name which worked for the
liberalization of banking practice. The country is flooded with foreign bank
and their ATM sections. Efforts are being put to give satisfactory service to
customers. Mobile banking and net banking are introduced. The entire
system becomes more convenient and swifter. The financial system of India
has shown a great deal of resilience. It is sheltered from any crisis triggered
by an external micro economic stock as other East Asian countries suffered.
This is all due to flexible exchange rate regime, the foreign reserves are high,
the capital amount are not yet fully convertible, banks and their customers
have limited foreign exchange exposure.
1.3GROWTH OF BANKING SECTOR
In the cutting-edge sense, began in the most recent many years of the
eighteenth century. Among the principal banks were the Bank of Hindustan,
which was set up in 1770 and sold in 1829-32; and the General Bank of
India, set up in 1786 however flopped in 1791?

The biggest bank, and the most established still in presence, is the State
Bank of India (S.B.I). It began as the Bank of Calcutta in June 1806. 1809,
it was renamed as the Bank of Bengal. This was one of the three banks
established by an administration government; the other two were the Bank
of Bombay in 1840 and the Bank of Madras in 1843. The three banks were
converged in 1921 to frame the Imperial Bank of India, which upon India's
autonomy, turned into the State Bank of India in 1955. For a long time, the
administration banks had gone about as semi national banks, as did their
successors, until the point when the Reserve Bank of India was built up in
1935, under the Reserve Bank of India Act, 1934.
In 1960, the State Banks of India was given control of eight state-related
banks under the State Bank of India (Subsidiary Banks) Act, 1959. These
are presently called its partner banks. In 1969 the Indian government
nationalized 14 noteworthy private banks; one of the huge banks was Bank
of India. In 1980, 6 more private banks were nationalized. These
nationalized banks are the lion's share of moneylenders in the Indian
economy. They rule the saving money division due to their substantial size
and across the board organizes.
1.4INDIAN BANKING SECTOR
Without a sound of effective system in India it cannot be a healthy economy.

The banking system of India should not only be hassle free but it should be
able to meet new challenges posed by the technology and other external and
internal factor. For the past three decades India's banking system has
several outstanding achievements to its credit. The most striking is its
extensive reach. It is no longer confined to only metropolitans or
cosmopolitans in India. In fact, Indian banking system has reached even to
the remote comers of the country. This is one of the main reasons of India's
growth process.
As indicated by the Reserve Bank of India (RBI), the managing an account

division in India is sound satisfactorily capitalized and all around controlled.
India is one of the main 10 economies globally, with huge potential for the
managing an account segment to develop.
1.5INDIAN BANKING SYSTEM

1.5.1 CENTRAL BANK
A national bank works as the pinnacle controlling establishment in the

managing an account and money related arrangement of the nation. It
works as the controller of credit, broker's bank and ado appreciates the
restraining infrastructure of issuing money for the benefit of the
administration. A national bank is typically control and frequently claimed,
by the administration of a nation. The Reserve Bank of India (RBI) is such a
bank inside India.
1.5.2 SCHEDULE COMMERCIAL BANK
It operates for profit. It accepts deposits from the public and extends loans
to the households, the firms and the government. The essential
characteristics of commercial banking are as follows:
1. Acceptance of deposits from public.

2. For lending or investment
3. Repayable on demand or lending or investment
4. Withdrawal by means of an instrument, whether a cheque or
otherwise

PUBLIC SECTOR BANKS - Public Sector Banks (PSBs) are those banks
where majority of stakes fi with the Government. All these PSBs are listed on
stock exchanges. Central Government entered banking industry with the
nationalization of Imperial Bank of India in 1955, then in 1969 14 major
banks were nationalized and in 1980 4 more bank were nationalized.
To Name a few PSBs: State Bank of India and is subsidiaries, Bank of India,
Bank of Baroda, Bhartiya Mahila Bank, Central Bank of India, etc.
The objectives behind nationalization where:
1. To break the ownership and control of banks by a few business

2. To prevent the concentration of wealth and economic power
3. To mobilize savings from masses from all parts of the country
4. To cater to the needs of the priority sectors
PRIVATE SECTOR BANKS- Private Sector Banks in India is made up of

private and public banks. But the greater part of stake is in the hand of
private shareholders and not with the Government. Private Banks are
categorized as Old and New Private bank.
Old Private banks: These are those banks which were not nationalized
during the process in 1969 and 1980 due to the smaller scale or regional
reach only.
Example: thalami Bank, Federal Bank, ING Vysya Bank, Karur Vysya Bank,
etc.
New Private Banks: These are the banks which came into operations afire
the liberalization in 1990s. Banking Regulation were amended in 1993 so
that new private banks can enter the Indian Banking industry.
Example: ICICI Bank, AXIS Bank, HDFC Bank, Yes Bank, Development
Credit Bank, Kotak Mahindra Bank, RBL Bank, etc. But there were certain
criteria for the establishment of new private banks which are as follow:-
 Bank should have minimum net worth of Rs 200 Cr.

 Proprietors should hold an minimum of 25% of paid-up capital
 Within 3 years of the starting of the operations, the bank should offer
shares to public and their net worth rust increase to 300 Cr.
FOREIGN BANKS- With the globalization hitting the world, the concept of
banking has changed substantially. The concept of Foreign Banks has
changed the prevailing banking scenario in India. Banking is now crore of
crore customer-friendly, modern technology have been implemented like

mobile banking, mobile application of banks, etc. Example: HSBC Bank, JP
Morgan Chase Bank, Deutsche bank, Standard Charter Bank, etc.
1.5.3 SCHEDULE CO-OPERATIVE BANK

Larger visit unions are often called cooperative banks. Like credit unions,
cooperative banks are owned by their customers and follow the cooperative
principle of one person, one vote.
Unlike credit unions, however, cooperative banks are often regulated under
both banking and cooperative legislation. They provide services such as
savings and loans to non-refers as well as to refers, and some participate in
the wholesale market for hands, Money and even equities.
URBAN CO-OPERATIVE BANKS
Urban Co-operative Banks are giving banking facility y to grass root

persons. As Urban Cooperative Banks are mostly working in the rural and
semi-urban areas, they understand the genuine commercial needs of the
local population in their area of operation Urban Cooperative Banks help
small and medium sized traders, entrepreneurs, artisans and farmers who
are deprived of banking facility as private sector and commercial banks tap
only high profile and successful entrepreneurs Example: Ahmedabad
Mercantile Co-Op Bank, Kakapo Curreri 1 Coop. Bank, Burrata Mercantile
Co-operative Bank, Saraswat Co-operative Bank, etc.
RURAL CO-OPTATIVE BANKS
The rural cooperatives are further divided into short-term and long-term
structure. The short-term cooperative banks are three tired operating in
different states.
 State Cooperative Banks

 Cooperative Banks
 Primary Agricultural Credit Societies
The long-term structures are further divided into
 State Cooperative Agricultural and Rural Development Banks

(SCARDS)
 Primary Cooperative Agricultural and Rural Development Banks
(PCARDBS)
1.5.4 DIFFERENT BANKING ACTIVITIES
1. Retail banking

2. Business banking
3. Corporate banking
4. Private banking
5. Remittance
6. Investment banking
1.6 GOVERNMENT INITIATIVES

PRADHAN MANTRI JAN DHAM YOJNA: The scheme has been started with
a target to provide 'universal access to banking facility starting with 'Basic
Banking Accounts" with overdraft facility of 15000 after six months and
Rupay Debit card with inbuilt accident insurance cover of 1 lakh and Kisan
Card.
PRADHAN MANTRI SURAKSHA BEMA YOJNA: Accident Insurance

Scheme offering accidental death and disability cover for death or disability
because of an accident. A 112/- per annum premium will be deducted from
the account holder's savings bank account through 'auto debit' facility in
one instalment. In case of accidental death or full disability, payment of
2,00,000/- will be given to the nominee and in case of partial disability
payment of 1,00,000/- will be given.
PRADHAN MANTRI JEEVAN JYOTI BIND YOJNA: is a government-backed

life insurance scheme in India. This scheme will be linked to the bank
accounts opened under the Pradhan Mantri Jan Dham Yojna scheme.
 A premium of Rs 330/- per annum will be deducted from the account

holder's savings bank account through 'auto-debit' facility in one
instalment.
 In case of death of policy holder in any case, nominee will receive
2,00,000/-.
Banking is working specifically on the guidelines of the Reserve Bank of

India. Out of all the acts Negotiable Instrument Act is one of the most
important act for running of the banking activities.
1.7 NEGOTIABLE INSTRUMENT ACT

This is an act to define and lay down the law relating to Promissory Notes,
Bills of Exchange or Cheques payable either to bearer or to order. This act
operates subject to the provisions of Sections 31 and 32 of the Reserve Bank
of India Act, 1934. Section 31 of the Reserve Bank of India Act provides that
no person in India other than the RBI or as expressly authorized by this Act,
the Central Govemment shell draw, accept, make or issue any bill of

exchange, hundi, promissory note or engagement for the payment of Money
payable to bearer on demand.
1.7.1 TYPES OF NEGOTIABLE INSTRUMENT ARE

PROMISSORY NOTE: It is an instrument in writing (not being a bank-note
or a currency note) containing an unconditional undertaking, signed by the
maker, to pay a certain sum of Money only to, or to the order of, a certain
person or to the bearer of the instrument.
BILL OF EXCHANGE: A bill of exchange" is an instrument in writing

containing an unconditional order, signed by the maker, directing a certain
person to pay a certain sum of Money only to, or to the order of, a certain
person or to the bearer of the instrument.
CHEQUE: is bill of exchange drawn on a specified banker and not expressed

to be payable otherwise than on demand and it includes the electronic
image of a truncated cheque and a cheque in the electronic form.
1.8 MAJOR PLAYERS

The Indian banking sector is an exciting and dynamic one. Here is a list of
the top 10 banking companies in the country, going by market
capitalization.
1.8.1 PUBLIC SECTOR BANKS

State Bank of India -SBI is the second most-valued bank in India, With a
market capitalization of about INR 216,128.73 crore and is perhaps the
most trusted one, being a state-owned bank. The bank has established a
strong network of over 13,000 branches spread across the nation and has
about 190 foreign offices in 36 countries. Along with HDFC Bank, SBI also
features among the top 50 global banks (going by market capitalization). It is
also one of the largest employers in the country and it provides employment
to over 220,000 personnel. SBI manages assets worth about USD 390 billion
in all. (to be converted into INR---- otherwise inconsistent)
Bank of Baroda- Bank of Baroda is another large PSU bank in India with a
market capitalization of about INR 38601.08 crore. The bank is estimated to
have over 38,737 employees and 5193 branches. The Bank of Baroda
balances out NRI services with rural and agricultural finance, With a
significant presence in about 25 countries. The Bank of Baroda is one of the
major banking operators in India's rural sectors.
Punjab National Bank-Founded in the year of 1894, Punjab National bank

is one of the oldest banks in India and has a market capitalization of about

INR 30312.73 crore. Where the most Indian banks that have their
headquarters in Mumbai or Gujarat, the Punjab National Bank has its
headquarters in Delhi. Same as other PSU banks, the bank has a major
focus on agricultural and rural financing but also has a widespread
international presence. The bank has 6081 branches, 8.9 crore customers
in India and abroad and a network of 6940 ATMs spread across the country.
Canara Bank-Canara Bank is one of the PSU that has made its mark in the
Indian banking sector. The bank has a market capitalization of about INR
18630.10 crore. Nationalised in the year of 1976, the bank has established a
network of about 3600 branches spread across the country. With the 7599
ATMs, the bank is among the first PSUs in the country to emphasise on e-
banking and online services. Except commercial banking, Canara Bank has
also become a strong provider of corporate banking services in India.
1.8.2 PRIVATE SECTOR BANKS

HDFC Bank- By considering market capitalization, HDFC Bank is the
largest bank in India. The market cap of HDFC Bank is pegged at about INR
261,226.94 crore. As of end 2014, the bank established of a strong network
of 3,659 branches in 2,287 cities. To provide NRI banking, the bank also has
overseas branches in Bahrain, Hong Kong, Abu Dhabi,Kenya and Dubai.
HDFC Bank has a customer base of over 28 million and over 11,633 ATMs.
It's ranked 45th among the top 50 banks of the world. Employing over
69,065 employees, HDFC Bank is one of the strongest contenders in the
private banking space.
ICICI Bank Limited- ICICI Bank is the third largest entity in the Indian
banking sector, with a market capitalization of INR 184,547.26 crore. ICICI
Bank has a customer base of over 2.5 million and established of an
extensive network of 4050 branches across the country. The bank is
currently celebrating 60 years of existence, With 12,475 ATMs and assets
worth USD 99 billion. ICICI Bank was formed as a World Bank initiative in
1955. The headquarter of the bank in Vadodara, Gujarat and has an
international presence in 19 countries. The strength of the bank's employee
was estimated at over 72,000 last year when it overtook HDFC Bank in
terms of people employed.
Axis Bank- Axis Bank takes its place at the fourth position among Indian
banks, With a market capitalization of about INR 134,685.68 crore.
Founded in the year of 1994 as UTI Bank, Axis Bank now established a
network of 2402 domestic branches and 12922 ATMs spread across the
nation. The bank also established seven international offices including the
ones in Hong Kong, Singapore, Colombo, Dubai, Abu Dhabi, and Shanghai.

Axis Bank employs over 37,901 employees and is reported to have net assets
worth about USD 53 billion. Except retail banking, Axis Bank also operates
in NRI Services, Investment banking and treasury operations and corporate
banking.
Kotak Mahindra Bank- Kotak Mahindra Bank, headed by Mr. Uday S

Kotak. The bank has a market capitalisation of INR 109,631.60 crore comes
next. Kotak Mahindra Bank is currently poised for a spectacular growth due
to an all-stock merger with ING Vysya Bank. Kotak ,MMahindra shall now
become the fourth largest private bank in the country in terms of the
business done. The combined banking company will now established a
network of 1,214 branches across the country. The bank have an employee
strength of about 30,000 after the merger. The combined market
capitalisation is estimated to be about INR 1.25 lakh crore.
IndusInd Bank-Founded in the year of 1994, Hinduja Group owned

IndusInd Bank has a market capitalisation of about INR 50,100.41 crore.
The bank employs over 15,500 employees and has established a network of
638 branches and 1238 ATMs across the country. IndusInd Bank is known
for its strong remittances business, with international offices in London and
Dubai. The bank has an exceptionally strong business base in Mumbai,
Delhi, and Chennai.
Yes Bank-Yes Bank was incorporated in the year of 2004 by Mr. Rana
Kapoor and Mr. Ashok Kapoor. The bank currently has a market
capitalisation of about INR 35,169.20 crore. With establishment of a strong
network of about over 630 branches in 375 cities, and with over 1150 ATMs
spread across the country, Yes Bank is among the fastest growing banks of
India. The bank employs about 12000 employees and has high ambitions for
the years to come.

CHAPTER:2
INTRODUCTION TO
THE
ORGANIZATION

2.1 INTRODUCTION
Axis Bank is India's third largest private sector bank, with establishment of
retail footprint of over 10,990 ATMs and 4,758 branches across the country.
We speared our foreign transaction operations all over the nine international
offices with the branches at Singapore, Hong Kong, DIFC (Dubai
International Financial Centre), Colombo and Shanghai and representative
offices at Dubai and Abu Dhabi. AXIS Bank recently upgraded their
representative office in Shanghai, China to a branch to become the first
Indian private sector bank to set up a branch in China. The overseas
subsidiary of the bank, namely Axis Bank UK Ltd. also commenced banking
operations recently. Axis Bank also adjudged the 'Most trusted private
sector bank' by The Brand Equity, Economic Times, Most Trusted Brands
survey for the second consecutive year.
Axis Bank Ltd., is the first bank who begin operations as new private banks
in 1994 afire the Indian Government allowed new private banks to be
established. Axis Bank was jointly promoted by the Administrator of the
specified undertaking of the Unit Trust of India (UTI-1)
 Life Insurance Corporation of India(LIC)

 General Insurance Corporation Ltd.
Additionally, with associates National Insurance Company Ltd., The New

India Assurance Company, The Oriental Insurance Corporation and United
Insurance Company Ltd.
2.2 EVOLUTION
UTI was established in 1964 by an Act of parliament, neither did the
government of India own it nor contributes any capital. The Reserve
Bank of India was asked to contribute one-half of its initial capital of Rs.
5crores and given the mandate of running the UTI in the interest of the unit-
holders. The SBI and the LIC contributed 15 percent of the capital each and
the rest was contributed by scheduled commercial bank which were not
nationalized then. This kind of structure for a unit trust is not found
anywhere else in the globe. Again, unlike other mutual funds and unit
trusts, the UTI was not created to earn profits. Later on, in 2002 the UTI
was renamed as AXIS Bank.
2.3 BUSINESS DESCRIPTION

Axis Bank Limited provides a suite of corporate banking and retail banking
products. The Bank's segments include Retail Banking,
Corporate/Wholesale Banking, Treasury, and Other Banking Business. Its
Treasury operations include many things like trading operations, equity and
mutual funds, investments in sovereign and corporate debt, derivative
trading and foreign exchange operations on the proprietary account and for
customers. Its Retail Banking constitutes in many things like lending to
individuals/small businesses and activities include liability products, card
services, Internet banking, mobile banking and financial advisory services,
among others. Its Corporate/Wholesale Banking also include many things
like corporate relationships not included under Retail Banking, corporate
advisory services, placements and syndication, project appraisals, capital
market related services and cash management services. The Other Banking
Business of Axis Bank includes para banking activities, such as third-party
product distribution and other banking transactions.
2.4 CORPORATE PROFILE

Axis Bank has achieved the rank of the third largest private sector bank in
India. Axis Bank provides the total package of financial services to customer
segments that cover the Large and Median-Corporates, Retail Businesses,
MSME and Agriculture. The Bank has established a big steep of 4,050
domestic branches (including extension counters) with 11,801 ATMs &
4,917 cash recyclers spread across the country as on 31st March, 2019. The
Bank are spread the foreign transactions operations o over nine
international offices with branches at Singapore, Hong Kong, Dubai (at the
DIFC), Colombo and Shanghai; representative offices at Dhaka, Abu Dhabi,
Dubai and an overseas subsidiary at London, UK. The international offices
focus on investment banking, corporate lending, syndication, trade finance
and liability businesses. Axis Bank is known as one of the first new
generation private sector banks to have begun operations in 1994. The Bank
was promoted in the year of 1993, jointly by Life Insurance Corporation of
India (LIC), General Insurance Corporation of India (GIC), National
Insurance Company Ltd., Specified Undertaking of Unit Trust of India
(SUUTI) (then known as Unit Trust of India),, 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 the year of
2003. With a balance sheet size of Rs. 8,00,997 crores as on 31st March
2019, Axis Bank has achieved consistent growth and with a 5-year CAGR
(2013-14 to 2018-19) of 16% in Total Assets, 14% in Total Deposits, 17% in
Total Advances.
2.5 SUBSIDIARIES
 Axis Bank has set up 11 subsidiaries mainly:
 Axis Capital Ltd. (Formerly Axis Securities and Sales Ltd.) (ACL)
 Axis Securities Ltd (Formerly Enam Securities Direct Pvt Ltd.) (ASL)
 Axis Private Equity Ltd. (APE)
 Axis Trustee Service Limited (ATSL)
 Axis Asset Management Company Ltd. (AAMC)
 Axis Mutual Fund Trustee Ltd (AMTF)
 Axis Finance Ltd.
 Trades Ltd. (ATL)
 Axis Bank UK Ltd. (ABUK)
 Freecharge Payment Technology Private Limited (Freecharge)
 Accelyst Solution Private Limited (Accelyst)
2.6 PROMOTERS
Axis Bank is one of the first new generation private sector banks to have
begun operation in the year of 1994. The bank was promoted in the year of
1993, jointly by specified undertaking of Unit Trust of India (SUUIT) (Then
known as Unit Trust of India), Life Insurance Corporation of India (LIC),
General Insurance Corporation of India (GIC), National Insurance Company
Ltd., The Oriental Insurance Company Ltd. The shareholding of Unit Trust
of India was subsequently transferred to SUUTI, an entity established in the
year of 2003.
2.7 CAPITAL STRUCTURE

The bank has authorized share capital of Rs. 850 crores comprising
4,250,000,000 equity shares of Rs. 2/- each. As on 31st March 2018, the
bank has issued, subscribed and paid up equity capital of Rs. 513.31
crores, constructing 2,56,65,38,936 equity share of Rs. 2/- each. The bank
share are listed on the National Stock Exchange of India Limited and BSE
Limited. The GDR issued by the bank are listed on London Stock Exchange
(LSE). The bonds issue by the bank under the MTN programme listed on the
Singapore Stock Exchange.
2.8 DISTRIBUTION NETWORK

The bank has large footprint of 4050 domestic branches (Including
extension counters) and 11,801 ATMs spread across the country as on 31st
March 2019. The bank has spread the foreign transaction operation of over
the nine international offices with branches at Hong Kong, Dubai (DIFC),
Colombo and Songhai; representative office at Dhaka, Abu Dhabi, Dubai
and an overseas subsidiary at London, UK. The international offices focus

on corporate leading, trade finance, syndication, investment banking and
liability business.
2.9 MISSION
 Customer service and product innovation tuned to diverse needs of
individual and corporate clientele.
 Continues technology upgrading while maintaining human values.
 Progressive globalization and achieving international standards.
 Efficiency and effectiveness built on ethical practices.
 Customer satisfaction through providing quality service effectively and
efficiently
2.10 VISION AND VALUES

To be the preferred financial solutions provider exceling in customer delivery
through insight, empowered enrobes and snort use of technology.
CORE VALUES
 Customer centricity
 Ethics
 Transparency
 Teamwork
 Ownership
2.11BUSINESS OVERVIEW
An overview of various business segments.
2.11.1RETAIL MARKETING
The Retail Banking segment is continues to be a key driver of the Bank's
overall growth strategy. It provides a wide array of products and services
across deposits, loans, investments and payment solutions which are
delivered through the multiple channels to the Bank's customers. Over the
years the Bank has developed long-term relationships with its customers by
being their preferred financial solutions partner on account of its excellent
customer delivery through insights and superior services. The Bank has also
succeeded in making banking simple for masses with smart use of
technology. The Bank has always concentrate on meeting the financial
needs of its customers by providing high quality products and services
through regular customer engagement in convenient manner.
2.11.2 CORPORATE BANKING

The corporate banking segment in India is recovering from its own set of
challenges. The issues of the corporate side range from excess capacities in
many sectors to increase in leverage on corporate balance sheets. Resolving
the asset quality issues remain a top priority for the Government and the
Regulator to get back to a sustainable economic growth path. Asset quality
recovery is linked to how the economy tums around and it will happen
gradually but the silver lining stems from the fact that, while the high debt
is concentrated in only a few sectors, the balance sheets of the other
segments and sectors remain relatively robust. However, despite these
challenges the private sector banks have continued to gain market share by
delivering above industry growth rates. This trend is likely to continue in the
near future; however, the preference is for a much healthier and well
capitalized banking sector for overall swifter revival in the country's
economic growth.
2.11.3 TREASURY
Treasury business of The Bank are Asset Liability Management (ALM),
Foreign exchange, Correspondent banking activity and derivatives trading,
bullion business, Investments in Statutory Liquid Ratio and Non-SLR
securities, and arranger ship business.
The Asset Liability Management group manages the regulatory requirements

of Cash Reserve Ratio, Statutory Liquid Ratio and Liquidity Coverage Ratio
(LCR). Also The group manages the interest rate, liquidity and currency
risks in the Bank's portfolio, under the guidance of the Asset Liability
Committee (ALCO) of the Bank. Asset Liability Management is responsible
for overall liquidity management of the domestic book and longer term
liquidity management of the overseas branches across geographies.
The Global Financial Institutions Division (GFID) within Treasury

concentrate on developing and maintaining business relationships with
Financial Institutions across the world and holds the primary responsibility
for developing various business opportunities emanating from such
relationship. The Group facilitates institutional fund raising and cross-
border trade finance business with specific focus on inbound trade and
payments flows into India. GFID forges long term strategic ties with
identified Banks/ Financial Institutions in areas ranging from corporate
referrals, payments, trade finance to lending solutions. The Bank has taken
steps to enhance the overall FI Proposition including Vostro and ACU
Accounts, and Client Experience through initiatives like transaction
automation, dedicated operations support and customer service support.

Forex Trading Group - Global Markets, is a major participant in the Foreign
Exchange and Derivatives market. The Bank has established itself as one of
the leading banks providing foreign exchange and derivative solutions to its
clients. The Bank has been awarded the First Rank Amongst Asian
Corporate Respondents" in eleven categories by Euromoney in their FX
Survey 2015. The Bank is amongst the leading bullion banks in India and
has been awarded the "Best Bank for Gold Dealings" by Indian Bullion and
Jewellers Association Limited. Customer Derivative Business of the Bank
has emerged as a key business group providing risk management and
hedging solutions to the Bank's wide range of Corporate Customers and
Financial Institutions. The Bank is a key market player in providing
Currency Options, Swaps and Interest Rate Derivative Products to
corporates.
Investment, Asset Liability Management & Capital Market (IAC) group within
Treasury plays an important role of participating in primary auctions of
Reserve Bank of India, proprietary trading in Govt. securities, Corporate
bonds, Money market instruments and Equity.
2.11.4 INTERNATIONAL BANKING

The International Banking strategy of the Bank continues to revolve around
leveraging its relations with corporates in India and Non-resident Indians,
while providing banking solutions at overseas centres. The Bank, through
its international operations, leverages the skills and strengths built in its
domestic operations. It also widens the horizon of the product offerings
covering a varied spectrum of corporate and retail banking solutions across
client segments in various geographies. The Bank has established its
presence at strategic international financial hubs in seven countries. The
global landscape of the Bank consists of five branches at Singapore, Hong
Kong, Dubai International Financial Centre (DIFC) - UAE, Colombo (Sri
Lanka) and Shanghai (China); three representative offices at Dubai, Abu
Dhabi (both in UAE) and Dhaka (Bangladesh); and an overseas banking
subsidiary in the United Kingdom. The representative office at Dhaka was
inaugurated during the current financial year.
The Bank continues to offer corporate banking, trade finance, treasury and
risk management solutions through the branches at Singapore, Hong Kong,
DIFC, Shanghai and Colombo, and also retail liability products from its
branches at Hong Kong and Colombo. Further, the Bank's Gulf Co-operation
Council (GCC) initiatives in the form of representative offices in Dubai and
Abu Dhabi, and alliances with banks and exchange houses in the Middle
East provide support for leveraging the business opportunities emanating
from the large NRI diaspora present in these countries. Through the

Representative Office at Dhaka, the Bank aims to promote its trade finance
business arising between Bangladesh and India & other Asian financial
markets where Bank has presence. Secondary market risk participations,
pertaining to Bangladeshi banks, being presently done by the foreign
branches of the Bank, will also be captured at the primary level itself
enabling the Bank to move up the value chain and enhance its risk return.
2.11.5 INFORMATION TECHNOLOGY

The IT team of the Bank in partnership with its trusted and experienced
vendors has been instrumental in making the innovations and aspirations of
high-quality digital products and services from the various businesses and
other operations teams a reality. The sheer quality and quantity of awards
received by the Bank in this space substantiates the consistent
improvement in performance. The Bank has launched some unique
products and processes this year like LIME, 24X7 instant Personal Loan,
new tablet-based Loan Origination System, various branch automation
projects, Fx Connect Mobile for its corporate customers.
Harnessing the technology wave in Banking, Axis Bank has undertaken

various technology driven business initiatives that reinforce the Bank's
commitment to making banking simple and hassle-free for its customers.
The Bank has focused on providing customers a seamless digital payment
and banking experience. LIME's digital platform has been at the forefront of
the digital innovation initiatives from Axis Bank. The inception phase of
LIME focuses on easy peer-to-peer payments, seamless shopping and
payments experience, end-to-end digital banking platform and simple
personal finance management tools with tailored insights. LIME has helped
the bank to capture a huge customer base outside its existing customer
base.
A new tablet-based Loan Origination system has been developed to digitize

the entire lending process of Microfinance business. The application
includes different modules for on-boarding of villages by conducting village
surveys, on-boarding of applicants, conducting group trainings and tests,
and complete the disbursement. The tablet application is integrated with the
bank's underwriting hub for real time approvals/rejections based on bureau
checks and underwriting rules. Tablet and desktop based new workflow has
been designed as a part of the mobility initiatives for Rural Lending.
Various branch automation projects have helped the Bank maximize

utilization of the branch footprint with improved staff productivity, reduced
errors, and improved customer experience. The Bank has centralized its
account opening process to achieve economies of scale and reduce logistics

costs and time taken in shipping documents to a central location. Single
uniform imaging based workflow solution for CASA account opening was
implemented.
The Bank launched FxConnect Mobile to provide constant connectivity to

forex market to its corporate customers enabling them to track the market
and cover transactions on the go. The app consumes Reuters API to provide
seamless live rate streaming and instant deal booking. The Bank has also
implemented Credit Processing System (CPS), a complete Loan Management
System designed to assist the Bank in automating its lending process from
loan origination, verification, sanctioning to pre & post-disbursement
activities. CPS provides immense operational advantages of automating a
high-volume credit origination and appraisal segment such as retail and
small and medium enterprises (SME) as well as the corporate segment. The
web-based platform allows Axis Bank users to keep a close watch on the
overall quality of the portfolio.
The Bank has implemented all the recommendations of the RBI Working
Group issued on 29 April, 2011 as applicable, related to Information
Security, Electronic Banking, Technology Risk Management and Cyber
Frauds. The Bank is committed to implementing the recommendations in
letter and spirit to strengthen the security posture of the Bank and to
provide safe and secure banking services to its customers. As a part of this,
various security solutions have been deployed to protect customer data and
prevent external and internal attacks. In addition to compliance with the
ISO 27001 standards of information security management, the Bank has
also complied with the Payment Card industry Data Security Standards
(PCIDSS) for card acquiring infrastructure to protect card related data.
2.11.6 CORPORATE SOCAL RESPONSIBILITY (CSR)

The Bank's primary CSR philosophy rests on a purpose-driven approach to
create a meaningful and measurable positive impact on the lives of
economically, physically and socially challenged communities of the country
by supporting initiatives aimed at creating conditions suitable for
sustainable livelihood in these communities. A multi-pronged approach is
adopted by the Bank for its CSR agenda, which is also intertwined with the
Bank's sustainability agenda of creating enduring value for all its
stakeholders. The Bank, through Axis Bank Foundation, supports the
sustainable livelihoods program. Financial Inclusion and Literacy is one of
the key national priorities and the Bank leverages its pan India presence to
reduce inequalities faced by socially and economically backward groups. The
Bank supports MSME sector development through knowledge sharing
programs and undertakes skill development programs for youth to equip

them with employable skills for better opportunities. Environmental
sustainability is another key focus area for the Bank's CSR agenda and the
Bank undertakes various environmental sustainability projects and
community engagement programs.
2.11.7 TRANSACTION BANKING

A new business unit 'Transaction Banking' was formed in April 2015 to
focus on the flow businesses within Corporate Banking, i.e. current
accounts, collection & payments solutions, forex, trade services and capital
market solutions. This restructuring was done to enable the Bank to offer a
seamless experience to its customers, for all their requirements through a
dedicated relationship manager supported by a customer service team. The
key financial deliverables of the business are current account float balances
and fee income.
The key themes that the business has been focusing on are deepening share
of wallet for existing clients, offer digital solutions to customers and enhance
customer service. The relationship managers and branches are continuously
equipped with analytical tools and learning interventions to help cross-sell
the large suite of transaction banking products to customers. The Bank also
launched mobile apps for the entire gamut of transaction banking
requirements, including payments, forex rate bookings and trade finance
transactions. A comprehensive capability enhancement programme was
undertaken to enable the Bank to enhance the footprint of B Category
branches (branches authorized to handle forex business) from 214 at the
beginning of the year to 475 as at the end of the year. The Bank has also
taken various steps to strengthen internal controls and adhere to emerging
regulatory requirements.
2.11.8 LENDING TO SMALL AND MEDIUN ENTERPRISES

Axis Bank plays an important role in supporting the Small and Medium
Enterprise (SME) businesses across the nation. The SME business of the
Bank comprises of three business groups: Medium Enterprises (MEG), Small
Enterprises (SEG) and Supply Chain Finance (SCF) which as on 31 March,
2016 comprised 40%, 46% and 14% of total SME advances respectively. The
Bank extends working capital, term loan, trade finance and project finance
facilities to SMEs for their various financing needs. The wide range of fast-
track and customized products available in the Bank's product suite ensure
that customers get adequate finance best suited for their businesses. During
FY16, various products and process changes were implemented. "SME
Dealer Power" launched during FY16 offers comprehensive financing facility
to the dealers of various companies in the country for efficient management

of working capital and other business requirements. Another newly
launched product "Exim Power" offers financing facilities to SMEs engaged
in export/import activities and showcase Bank's commitment towards
"Make in India" initiative. The Bank has also adopted an industrial cluster-
based financing as an important strategy towards ensuring manufacturing
credit flow in SME sector.
2.12MARKETING DEPARTMENT
The exercises of an organization related with purchasing and offering an
item or administration. It incorporates promoting, offering and conveying
items to individuals. Individuals who work in showcasing bureaus of
organizations attempt to get the consideration of target groups of onlookers
by utilizing trademarks, bundling outline, big name supports and general
media presentation.
Marketing Initiatives Taking by The Bank
Axis Bank is perhaps the main bank in India, and one of the plain few in
Asia, to have set out on an information drove promoting examination
crusades activity, utilizing showcasing robotization innovation gave by
Uncia. Uncia has been perceived by Gartner as the main player in this field.
Through this instrument, we have possessed the capacity to brilliantly
utilize the 4-5 terabytes of client information accessible in its stockroom. We
have set up a group to direct showcasing efforts in a logical way utilizing
client information, use designs, inclinations, lifecycle, and so on., the bank
likewise leads occasion-based promoting.
Media Vehicles Used for Send Message to Reach Target Audience
Axis Bank has been overwhelmingly utilizing direct mailers, messages, and
SMS for conveying our message to our intended interest group as they are
the most practical courses of tending to our center target gatherings of
people with greatest level of customization conceivable.
2.13HUMAN RESOURCE DEPARTMENT

"Human Resource Management work that enables administrators to enroll,
select, prepare and create individuals for an association. Clearly, HRM is
worried about the general population's measurement in associations. Work
power of an Organization is a standout amongst the most imperative
contributions of segments. It is said that individuals are our single most
critical resources. Because of the interesting significance of HUMAN
RESOURCE and its multifaceted nature because of consistently evolving
brain science, conduct and demeanors of people at work, in all business

censures, there is one regular component. I.e. Human staff work, i.e., labor
administration work is winding up progressively specific. The staff capacity
or framework can be extensively characterized as the administration of
individuals at work administration of administrators and administration of
specialists. Work force work is especially inspired by faculty relationship
and communication of representatives human relations.
2.14FINANCE DEPARTMENT
In this cutting-edge period, it is anything but difficult to know how much
vital the back is in the business. As present position of the market is
entirely unexpected from old where it was anything but difficult to get the
back. In any case, now daily it isn't in this way, it is exceptionally
troublesome undertaking to raise reserves from showcase. As today
individuals are confronting parcel of issue and have less certainty available,
so it is hard to raise subsidize without appropriate arranging.
For the bank as it is a Financial Institution we can think about back as

backbone of this business. The organization should figure out how to get
adequate back. The organization should use to keep legitimate making
arrangements for the back of its own and of the vast no. of contributors who
are there with the bank. We can characterize financial administration as an
errand of procurement and use of assets required in the business in a way,
so associations objective can be accomplished. In AXIS Bank, its CFO and
Treasurer deal with the fund. Because of legitimate approaches and
separate administration, the organization can have appropriate activity of
back.
2.15 COMPITATORS
Table: 2.15.1 Comparison between the top competitors in the banking sector
in the year 2023
RANK COMPANY LEADERSHIP CEO EMPLOYEES TOTAL REVENUE

SCORE FUNDING
AXIS AMITABH 81/100 85500 $1.9B $2.3B

BANK CHAUDHRY (CEO)
1 HDFC SASHIDHAR 82/100 88,253 $3.1B $8.7B
JAGDISHAN(CEO)
2 ICICI SANDEEP 80/100 77321 $2.4B $3.5B
BAKSHI (MD AND
CEO)
3 YES PRASHANT 75/100 52360 $0.8B $1.5B
BANK KUMAR (MD AND
CEO)

2.16 BOARD OF DIRECTORS

Rakesh Makhija Independent Director & Part-Time Chairman
Amitabh Chaudhry Managing Director & CEO
Rajiv Anand Deputy Managing Director
S. Vishvanathan Independent Director
Girish Paranjpe Independent Director
S. Mahendra Dev Independent Director
T.C. Suseel Kumar Non-Executive (Nominee) Director
Vasantha Non-Executive (Nominee) Director
Govindan
Ashish Kotecha Non-Executive (Nominee) Director
Meena Ganesh Independent Director
Ketaki Bhagwati Independent Director
2.17AXIS BANK PRODUCT AND SERVICES

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
2.17.1 PERSONAL BANKING

ACCOUNTS:- the following accounts are offered by the axis bank:-
 Easy access saving a/c

 Liberty saving a/c
 Prestige saving a/c
 Priority saving a/c
 Burgundy saving a/c
 ULTIMA burgundy salary a/c
 ULTIMA Easy access salary a/c
 ULTIMA Liberty salary a/c
 ULTIMA Priority salary a/c

DEPOSITS:- the deposits offered by axis bank:-
 Digital fixed deposit

 Fixed deposits
 Recurring deposits
 Tax saver fixed deposits
 Fixed deposit plus
 Auto fixed deposit
LOANS:- the loans offered by axis bank are
 home loan
 car loan
 personal loan
 education loan
 business loan
 loan against securities
 loan against gold
 loan against FD
CREDIT CARDS:- credit cards offered by bank are:-
 samsung axis bank signature credit card

 samsung axis bank infinite credit card
 my zone credit card
 atlas credit card
 airtel axis bank credit card
 flipkart axis bank credit card
 indionoil axis bank credit card
DEBIT CARDS :- offered by axis bank are
 e-debit card
 liberty debit card
 burgundy debit card
 priority debit card
 prestige debit card
 value plus debit card
FOREX CARDS:- offered by axis bank are
 multi-currency forex card

 world traveller forex card
 axis bank club vistara forex card

OTHER PRODUCT & SERVICES: - Other product and services of Axis
Bank are
 Mobile Banking ( Mobile App)

 Internet Banking
 Online Shopping
 Locker
 IPO Smart
 E-Statement
2.17.2 CORPORATE BANKING
current account:- offered by axis bank are:-
 liberty digital current a/c for sole proprietership

 Digi current a/c
 global economy business current a/c
 privilege current a/c
TRADE AND FOREX: - Different types of trade and forex provided by

axis bank are
 Import & Export

 Remittance
 Hedging services
 Bullions
 Trade advisory services
 TF Connects
CREDIT SERVICES: - Different types of credits service provided by Axis

Bank are
 To Large Corporate
 To Agri Business
OTHER SERVICES: - Beside these services Axis bank provides services

in the area like
 Capita Market
 Treasury Service
 Cash Management System
2.17.3 NON-RESIDENT (EXTERNAL) NRE SEVINGS ACCOUNT

This account is designed in a manner to serve more than just a manner to
serve more than just a ordinary regular savings account for NRIs. Which
means you can look forward to exciting and truly exclusive.
BENEFITS: -
1. NRIs having NRE account in India are permitted to hold and maintain
foreign currency earnings in Indian rupees.
2. All the funds, along with the accrued interest, are freely repatriable,
moreover the interest earned is not taxable in India.
3. An NRE account can be easily converted in to a regular resident
account with the relocation of the NRI back to India.
4. This account is structed in a manner that is suitable for most of the
people living abroad; be they a student studying abroad, a
professional deputed oversees or an entrepreneur trotting around the
globe doing business.
5. Submitting a few couple of documents at best is all you need to get
started.
6. With features that include low minimum balance requirement, tax
advisory services, multi-city chequebooks and online transaction
capabilities you can be rest assured that the NRE savings account will
take care of all your banking needs.
2.17.4PRIORITY BANKING-RESIDENT: - Axis Bank Priority Savings

Account members can enjoy annual benefits worth Rs 50,000 in addition to
exclusive complimentary services. Simply click on the button below and
your phone number with us to get a call back.
FEATURES
 Discount on movie tickets

 25% discount on locker rent
 Dedicated relationship manager
 2X Axis EDGE reward points
 Minimum 15% discount across partner restaurants.
 Exclusive Priority Banking International Debit Card
OTHER SERVICES
 ATM
 Internet Banking
 Mobile Banking
SERVICE ADDED TO GAIN COMPERETETIVE ADVANTAGE

 Business continuity centre
 Centralised phone banking centre
 Centralised collection and payment hub
 Retail assets management group
 ATM backend cell
 Services branches
 Data centre
 Centralised processing unit
2.18RECENT DEVELOPMENT IN PRODUCT DIGITALIZATIO
N
Axis Mobile
Axis Bank has launched Axis Mobile, a mobile app that allows users to
instantly transfer money to any contact in their phonebook 24 hours a day,
seven days a week.

One of the active features related to Axis Bank Mobile Banking is SMS
alerts. Every credit or debit transaction from your account is confirmed to
you through an SMS sent on your registered mobile number. It serves as a
best measure to detect any sort of unauthorized entry to your account.
 Security:I n f o r m a t i o n a b o u t d e b i t a n d c r e d i t a c t i o n b e y o n d
a certain value is informedimmediately to the customer.
Therefore, stay aware of account transactions happening
anywhere across the globe.

 Time Saving: No need to stand in queues for checking your account
status.
 Updates:R e c e i v e a u t o m a t i c u p d a t e s c o n n e c t e d t o b i l l p a y m
e n t s a s w e l l a s s c h e d u l e d payments directly on your mobile
phone.
 Accessibility: Access this facility from anywhere in the world.
Fund Transfer Modes by Axis Bank Mobile Banking

At present, there are various modes to transfer funds using Axis
Bank mobile banking service. These are:
NEFT: National Electronic Fund Transferor NEFT system is accessible to all
Axis Bank account holders. This particular mode of electronic fund
transferred functions on the
DNS basis managed at specific times during the day. Under this system, th
e transactions are processed between banks via payment instructions.
RTGS: Real Time Gross Settlement, popular called RTGS is a special
system where funds can be transferred in real-time basis. It is also
regarded as a gross settlement since the funds are processed discretely as
per requested instructions. At present, RTGS is seen as the fastest medium
for interbank fund transfer in the nation.
IMPS: Immediate Payment Service is a famous electronic money transfer
scheme. It is used for handling interbank transactions. You can avail this
service using your Axis Bank
mobile banking app. Moreover, this service is also accessible via ATM, inter
net banking etc. AxisBank offers IMPS facility to those customers who are
already registered for handling online Axis Bank services.
Axis Bank Mobile Banking Advantages
1. The mobile banking service offered by Axis Bank gives
y o u t h e b e n e f i t o f c o n t r o l l i n g banking activities anytime using
your smart phone.
2. This service is available to all Axis Bank customers who have an
operating savings or current bank account.
3. This mobile banking service is completely free of charges.
4. One need not register with a specific telecommunication provider for a
ccessing mobile banking; this service is accessible across all
providers.
5. In the near future, there are plans that Axis Bank might add new
services such as train tickets, movie tickets and even air tickets
through the mobile banking service.
Security Dealings with Axis Bank Mobile Banking

There are certain security measures which should be taken into
consideration when operating the mobile banking service handled by Axis
Bank:
If your phone is stolen, you need not panic as your account is safe. This is
because no information is saved either on your phone or SIM. Do not forget
to call the customer service and report about the event. Also, ask them to
deactivate your IPIN.
Suppose you have entered a wrong IPIN several times; in this case, Axis
Bank would block the pin.
Axis Bank Mobile Banking: Methods & Regulations
Below mentioned are the important methods and regulations associated
with the use of Axis Bank mobile banking service:
Methods:
1. For customers, it is advisable that your mobile phone should be
secured with the help of a unique password, which is only preserved
by you.
2. Try to select a strong password with a perfect combination of special c
haracters and alphanumeric.
3. Make sure to change your password on a timely basis; this is a
preferred security method.
4. If your phone is misplaced or stolen, do not forget to report the
event to the bank.
Regulations:
1. Make sure to enter the correct details while making transactions
using mobile banking.
2. Furthermore, try to keep all the confidential information private. Do
not entertain websites that ask you to enter your credentials. Only
feed this data on the bank’s official app.
3. Avoid sharing banking information on your mobile phone.
4. If you have changed your mobile number, directly pass on this
information to the bank for making necessary changes.
MISSED CALL BANKING
AXIS Bank’s missed call service offers instant access to Account
Information with just a miss call. With toll-free AXIS dial feature, you
can know your account balance, mini statement and you can recharge
your mobile number with just a missed call from your registered Indian
mobile number. Missed call service with Axis is easy, secure, rapid, hassle-
free and completely toll-free. The missed call service works without an
Internet connection and is available in both languages-Hindi and English.
You must be registered for SMS banking services.
Few benefits of the service are:

Service works without internet and independent of Mobile HandsetService is
available to you without any charges
How to Use Missed call service
 Dial 1800 419 5959 to get your Account Balance
 Dial 1800 419 6969 to get your Mini Statement
 Dial 1800 419 5858 to get your Account Balance in hindi
 Dial 1800 419 6868 to get your Mini Statement in hindi
 Dial 08049336262 to recharge your mobile instantly
In order to activate mobile recharge service through miss call (one time
activity), type ACT and send to 5676782, e.g. ACT 123456 Airtel.
After activation, you can give missed call from registered mobile no.
and you phone will be recharged.
2.19 SWOT ANALYSIS
STRENGTH WEEKNESS
 Axis bank has been given the  Lesser no. of branches compared
rating as one of best three to its competitors.
positions as far as speediest  Image of the bank still under the
development in private division shadow of the UTI debacle
bank.
 The bank has its presence in
1139 cities and towns.
 The banks financial positions
grow at a rate of 20% every year
which a is, major positive sign for
any bank
OPPORTUNITY THREATS
 Expansion in rural areas.  New banking licenses issued by

 Going to foreign markets and the Reserve Bank of India.
exploring the new economies  Foreign banks.
 Competitors.

CHAPTER:- 3
INTRODUCTION TO THE STUDY

Consumer behavior
Consumer behavior is referred to the behavior that is displayed by the
individual while they are buying, consuming or disposing any particular
product or services. These behaviors can be affected by multiple factors.
Moreover, it also invoices search for a service, evaluation of service where
the consumer evaluates different features & benefits.
IMPORTANCE OF CONSUMER BEHAVIOR

 To design the best possible product or service that fully satisfies
consumer’s needs &demands
 To decide where the service or product would be made available for
easy access of consumers.
 To decide the price at which the consumers would be ready to buy
that product or service.
 To find out the best method of promotion that will prove to be
effective to attract customers to buy a product or service.
MULTIPLE FACTORS INFLUNCE ON CONSUMER BEHAVIOUR
1.Cultural factors

Cultural factors exert the deepest influence on consumer behavior. Culture
is the most fundamental determinant of a person’s wants & behavior.
Sub culture includes nationalities, religions, etc
2.Social factors
Social factors such as reference groups, families, role& statues, etc. are
influencing on consumer behavior. A person’s reference groups consist of
all the groups that have a direct or indirect influence on the person’s
attitudes or behavior. The family members constitute the mostinfluential
primary reference group.
3. Personal factors
Personal factors include age & stage in the life cycle, occupation,
personality, etc. are influencing on behavior of consumers.
4.Psychological factors
A consumer behavior influenced by four major psychological factors such as

motivations, perceptions, learning, beliefs& attitudes.
ELEMENTS OF CONSUMER BEHAVIOR:
• Consumer motivation
• Consumer perception
• Consumer attitudes
• Consumer personality
• Reference groups
INTERNET BANKING
“Internet banking is the provision of banking & related service through

extensive use of information technology without direct users to the bank by
the consumers.”Internet banking system allows individuals to perform
banking at home via internet. Internet banking transaction states that
customers use the internet to get their personal or business bank accounts
online anytime & to undertake banking transactions through the use of
bank’ website without inconvenience. Internet banking allows customers to
do their banking transactions anytime & providing continuous control over
their accounts.

TYPES OF INTERNET BANKING
1.Transactional internet banking

It is the most popular type & it includes full control over customer accounts
such as deposits, withdrawals, transfers, online payments & updates.
2.Communicative internet banking
It allows interaction between the bank system &customers. The
communication is restricted toe-mail account, inquiry loan application
& static file updates name &address. However, fund transfer is not included
in this type of internet banking.
3.Informational internet banking

It means that the bank provides main information about bank’s products &
services.
ADVANTAGE OF INTERNET BANKING FOR CUSTOMERS
 Speed of banking transaction.

 Minimize the use of traditional branch banking.
 Reduce cost of physical branch banking.
 Raised attainability & time saving banking processing can be made all
hours a day.
CONSUMER BEHAVIOR WITH INTERNET BANKING
The ultimate goal of any organization is generation of profits with

customer satisfaction. A sa t is fi e d c u s t o m e r w i ll c om e ba ck
& r ef er t he i nt er ne t b a n ki ng s er vi c e s t o ot he r a s w e ll , generating
more sales& more profits. Consumer behavior, perception& satisfaction is
considered as necessary condition for customer retention& loyalty.
But adopting internet banking doesn’t ensure a bank competitive ed
ge over itscompetitors. They have to understand consumer behavior
of internet banking in deciding the right marketing strategies &
developing new marketing strategies. Thus the study concentrates on
finding out who the users of internet banking, how they use it &
which type of services they preferred on internet banking.

CHAPTER-4
LITERATURE REVIEW

 Abou-Robich, Moutaz (2005) has observed that there is a correlation

between attitude towards internet banking & feeling of security with
regard to their demographic variables.
 Vardhman (2007) has examined that internet banking services makes
the regular transactions for a client speedy & time efficient with little
or no paperwork involved. There is no need for standing in long
waiting line any more for making a deposit or withdrawing
money. Banking has turned into a 24/7 service with the bank always
available to their client.
 Kesseven (2007) has observed that the mostly used internet
banking services are intra account transfer, payment to other
personal account, transfer to credit cash account, recharge
mobile phones among others. Comparing demographic variables of the
internet banking users to the non-internet banking users, the analysis
reveals that there is no significant difference between the two group of
users with respect to age group & the education level of the
respondents.
 Harris (2007) has observed that Internet banking is one of the most
recent technologies innovations, which is becoming a need for every
common man. It uses internet as a medium for delivery banking
services. Today, banking is not limited to branches, where a person
goes to bank for withdrawal of cash or request a statements of
accounts. An inquiry or transaction can be handled online without
any reference to the branch any time through internet banking.
Benefits of internet banking include fast speed, convenient, cost
effective & flexible.
 Ubadineke, Franasics.N (2009) has examined that advances information
technology &telecommunications are resulting in new delivery
channels for bank products & services in the developing countries.
 Prema C (2013) has examined the process of internet banking services
& states that marketing experts should emphasize these benefits & its
adoption provides & awareness can also be improved to attract
consumer attention to internet banking services.
 R. Elavarasi (2014) has identified that satisfaction level of customer
view about internet banking website of banks. The data analysis
shows that age, educational qualification, occupation, income level
of customers is significant factor that decide usage of internet banking
services.
 S. Amsunisa (2015) has identified that different age group of customers
have different perception toward the internet banking services & the
usage level of these banks. Customers are different so bank should
concentrate on all the age group of customers have different
perception towards internet banking services. It has also seen that
different occupation group of customers have different perception
toward the internet banking services. These are good number of
customer in every group like student, service class &professionals, it
shows that they all are keen interesting in using the internet banking
services.
 Dr. M. Abdul Hakeem& Y. Moydheen Sha (2015) have observed that
particular age group have used the services of internet, the
satisfaction of the customer majorly influenced the convenience,
awareness & responsiveness. In the present technology society, most
of the banking customer prefer & switch to internet banking facilities.
So the banker may improve their services, loyalty to customers & their
retention by increasing awareness of other age groups &concentrating
on the factors contributing customer satisfaction.

CHAPTER:- 5
RESEARCH METHODOLOGY

4.1THE TITLE OF STUDY

“A study on Consumer’s Perception towards Net Banking services of Axis bank ”
4.2BACKGROUND OF THE STUDY

In this study, I got information about bank, consumers’ behavior,
perception& attitude towards internet banking services of Axis bank. I
got information through structured questionnaire & got responses from the
respondents.
On the basis of this information I will conclude about perception of
consumers & finding factors like safety &security, convenience, easy
accessibility, time& cost saving etc. which affecting decision regarding
internet services of Axis bank. The study will also help to the bank to take
necessary steps for understand the behavior of consumers & improving their
services of internet.
4.3 RESERACH METHODOLOGY

Research is an art of scientific and systematic investigation. Thus research
comprises defining and redefining problems, suggested solutions, collecting,
organizing and evaluating data,
makingdeductions and reaching conclusions. It is a game plan for conducti
ng research. Researchmethodology is a framework for the study and is used
as a guide in collecting and analyzing the data. It is a strategy specifying
which approach will be used for gathering and analyzing the data. The
research methodology includes overall research design, the sampling
procedure, the data collection method and analysis procedure.
Research Methodology is a way to solve the

research problem systematically. It involves the various steps to find out the
solution of an identified problem. Research Methodology is not only researc
h method but the logic behind the methodused in context of research study
and explains why we are using a particular method or techniques so the res
ults are capable of being evaluated. Research methodology may beunderstoo
d as a science of studying how research is done in a scientific manner. In
short research methodology is the underlying theory of how research is
conducted. The research may be qualitative or quantitative.
4.4 RESEARCH OBJECTIVE

This research objective shows about what are the objectives of this research
process. This study helps to analyze the customer’s preference on public &
private sector bank and their products &services, to find out the
perception of customer’s about products of the bank, to know the
risk tolerance level of customers and to analyze the factors considered for
opening the accounts.
4.5 RESEARCH DESIGN
In the study descriptive research design has been used. A research

design is a framework or blueprint for conducting the research. A
descriptive study tries to discover answers to the questions who,
when, what, where, how. the research attempts to describe or
definite a subject, often by creating a profile and group of problems,
people or events. this descriptive study is popular in business
research because of its versatility across disciplines. In descriptive
and diagnostic study of the researcher must be able to define clearly
what he wants to measure and must find adequate method for
measuring.
4.5.1 Statement of the problem

In this study the main problems are identifying that,
 Why consumers are not using internet services of Axis bank?

 What kind of behaviour, perception, attitudes & beliefs of consumers
towards internet banking services of Axis bank?
4.5.2 OBJECTIVE OF THE STUDY
 To study various factors affecting consumer behaviour towards

internet banking services.
 To study consumer’s perception towards internet banking services
provided by Axis Bank.
 To analyze attitude and beliefs of consumers towards the choice of
internet banking services.
 To study the most preferred internet banking service offered by Axis
Bank.
 To study the role of internet banking as compared to traditional
banking.
4.5.3METHODOLOGY
This study tells us about what are methods of data collection that is primary
and secondary data.
Primary Data

The primary data are those, which are collected afresh and for the first time,
and thus happened to be original in character. We can obtain primary
data either through observation or through direct communication
with respondent in one form or another or through personal
interview. T h i s s t u d y i s e x p e r i m e n t a l i n n a t u r e . T h e d a t a o f
experimental study will be collected for analyzing the
information from employees of bank and customers of banks.
T h e r e s e a r c h e r collected primary data by preparing questionnaire
and get it filled by the customers of bank.
Questionnaire:
This method of data collection is quite popular, particular in case of big
enquiries. Here in our research we set 16 simple questions and request the
respondents to answer these questions with correct information.
Respondents:
Respondents helps in creation of more accurate idea about our research.
We personally meet the respondents inside and outside the banks.
Secondary Data
Data collection was done through published and unpublished sources. The
secondary data on the other hand, are those which have already been
collected by someone else and which have already been passed through the
statistical processes. When the researcher utilizes secondary data then he
has to look into various sources from where he can obtain them. In this
study data have been taken from various secondary sources like:
Banks Annual Reports
Banks issues their annual reports to get the people informed with
the profitability and growth of the bank. These annual reports help us a lot
to get the latest data and other related information for our research. It tells
us about the increase or decrease in profits and other facilities.
Journals and Publications of Different Banks:
We also take into consideration the journals and publications issued by the
bank at different times. we come to know about the Branches, ATM,
locations and other useful information.
Manuals and Broachers of Different Banks:
We take the help of bank staff and other people who gives us deep
information and data which may not be available at anywhere. They give us
their full co-operation.
Internet:
We also take into consideration the internet facility with which we collect lot
of the latest information.
SAMPLE PLAN

Sample Size:
Keeping in mind all the constraints the size of the sample of the study was
selected as 108.
Sampling Unit:
Axis Bank of Punjab Branch in Patiala city.
Sample Area:
The area taken for the sample is market of anardana chownk patiala,
Punjab 147001.
Sampling Technique:
Stratified convenient sampling. All the saving account holders were taken
into consideration. Research was conducted on clear assumptions
that the respondents would give frank and fair answers in a pragmatic
way and without any bias.
Sampling Description:
In order to understand the nature and characteristics of variousrespondent
s in this study, the information was collected and analyzed according to
their socioeconomic background which included the characteristic of their
respondents like gender, age and monthly income. This description shows
that respondents included in this survey belong to different backgrounds
and this turn increase the scope of the study.
CHART USED FOR DATA ANALYSIS

The charts used for data analysis is pie chart from which the data is
analyzed diagrammatically to check the results.
Types of research Descriptive research
Sampling area Customer of axis bank , anardana

chownk
Sampling unit Account holders of axis bank

customers
Sample size 108
Sampling technique Stratified Convenience sampling
Sources of data Primary data - questionnaire

Secondary data - online website and

journals
Tool for collection of data Questionnaire
4.3.6 LIMITATIONS OF THE STUDY
 The research is restricted to Patiala

 Limited sample size
 The environmental changes are vital to be considered in order to
assimilate the findings
 The conclusion arrived are based on a very less experience of the
researcher in this field.

CHAPTER: - 6
DATA ANALYSIS AND INTERPRETATION

The data collection has done in Axis bank, Patiala . It gives idea about
consumer behavior about internet banking services of bank. It gives factors
which can affecting the decision of using internet banking.
6.1AGE OF THE REPONDENTS

TABLE 1 : DEMOSTRATING AGE OF THE REPONDENTS
AGE(YEARS) FREQUENCY PERCENTAGE (%)

18-25 40 37%
26-33 25 23%
34-45 20 19.04%
46-55 15 13.88%
ABOVE 55 8 7.40%
TOTAL 108 100
CHART 1:- BAR GRAPGH REPRESENTING THE AGE FACTOR OF

SAMPLE POPULATION
45 AGE GROUP
40
40
35
30
25
25
20
20
15
15
10
5 8
0
18-25 26-33 34-45 45-55 ABOVE55
AGE
INTERPRETATION- Above graph shows that 37%, that is 40 participants,

are within the smallest age group of 18 to25 years old. The percentage of 26
to 35 years of age group with a 23%, or 25 respondents. The other three age

groups of 36 to 45 years, 46 to 55 years, and 55 years and over have a
proportion of 19.04%, 13.88% and 7.40% respectively. The result of this
question shows that responses from the younger generation would have
been higher as they are major users of internet.
6.2 GENDER OF THE RESPONDENTS

TABLE 2:- DEMOSTRATING GENDER OF THE RESPONDENTS
GENDER FREQUENCY PERCENTAGE (%)
MALE 85 71%
FEMALE 23 29%
TOTAL 108 100
CHART 2:- PIE CHART REPRESENTING THE GENDER OF SAMPLE

POPULATION
GENDER
23
85
MALE FEMALE
INTERPRETATION-Out of 108 respondents, 85 are male while the

remaining 23 are female. It means majorly male respondents are giving
responses rather than the female respondents because male respondents
are involved more in banking transactions.
6.3 QUALIFICATION O THE RESPONDENTS
TABLE 3:- Educational level of respondents

EDUCATION LEVEL FREQUENCY PERCENTAGE (%)
Primary level 5 5%
Secondary level 30 28%
Bachelors degree 45 41%
Masters degree 21 19%
Doctoral degree 7 7%
TOTAL 108 100
CHART3:- PIE CHART REPRESENTING THE QUALIFICATION OF

SAMPLE DATA
QUALIFICATION
7 5
21
30
45
PRIMARY LEVEL SECONDARY LEVEL BACHELORS DEGREE

MASTERS DEGREE DOCTORAL DEGREE
INTERPRETATION- Above graph shows that highest number of

respondents 45 individuals i.e. 41% have up
tograduate level of education followed by the 5(5%) respondents with a prim
ary education,30(28%) respondents with a secondary education, 21(19%)
respondents with a master level, while 7(7%) individuals have a doctoral
level of education.
It means out of all the respondents majority have education up to graduate

level while very few of them having primary & doctoral level of education.
6.4 OCCUPATION OF THE RESPONDENTS

TABLE 4- DEMOSTRATING QUALIFICATION OF THE RESPONDENTS
OCCUPATION FREQUENCY PERCENTAGE (%)
Self-employed 42 38.89%
Private job 12 11.11%
Government job 18 16.67%
Housewife 8 7.41%
Student 28 25.92%
TOTAL 108 100
CHART 4- PIE CHART REPRESENTNG THE OCCUPATION OF SAMPLE

POPULATION
OCCUPATION
28
42
18 12
self employed private job government job housewife student
INTERPRETATION- Above graph shows that occupation of respondents

divided into 28% students, 12% Private Job,42% self-employed, 8%
housewife& 18% government Job. It means most of the self-employed&
student respondents are giving responses because they are having
frequent requirement of bank transactions than others.
6.5ANNUAL INCOME LEVEL OF THE RESPONDENTS
TABLE 5- DEMONSTRATING ANNUAL INCOME LEVEL OF THE

RESPONDENTS
ANNUAL INCOME FREQUENCY PERCENTAGE(%)

Less than Rs. 2,50,000 19 17.59%
RS 2,50,000-RS 5,00,,000 40 37.04%
RS5,00,000-RS7,50,000 22 20.37%
RS7,50,000-RS10,00,000 20 18.52%
ABOVE RS10,00,000 7 6.48%
TOTAL 108 100
CHART 5- BAR GRAPH REPRESENTING THE INCOME PER MONTH OF THE

RESPONDENTS
MONTHLY INCOME LEVEL
ABOVE RS. 10,00,000 7
RS.7,50,000-RS.10,00,000 20
RS.5,00,000-RS.7,50,000 22
RS.2,50,000-RS.5,00,000 40
LESS THAN RS.2,50,000 19
0 5 10 15 20 25 30 35 40 45
INTERPRETATION- From above graph, it can be concluded that Annual

income ranged of people divided into17.59%, 37.04%, 20.37%, 18.52% and
6.48% respectively.
Highest of the people fall in the category of Rs. 250,000 to 5,00,000 annual
income. Some of the people fall in the category of Rs.5,00,000 to 7,50,000
annual income. Very few people fall in the category of Above Rs.10,00,000
annual income.
6.6 IN WHICH BANK DO YOU HAVE BANK ACCOUNT?

TABLE 6- DEMONSTRATING WHICH BANK ACCOUNT RESPONDENTS
HAVE?

BANK NO.OF RESPONDENTS PERCENTAGE
Axis bank 30 27.78%
HDFC bank 35 32.41%
ICICI bank 10 9.26%
SBI bank 17 15.74%
Punjab national bank 12 11.11%
Other 4 3.70%
TOTAL 108 100
CHART 6- BAR GRAPH REPRESENTING THE TYPE OF BANK ACCOUNT

RESPONDENTS HAVE
NO.OF RESPONDENTS
other 4
Punjab
national 12
bank
SBI bank 17
ICICI bank 10
HDFC bank 35
Axis bank 30
0 5 10 15 20 25 30 35 40
INTERPRETATION- From above graph, first highest group with

32.41% respondents have their account in
HDFC bank, then second highest group with 27.78% respondents have thei
r account in Axis bank,while remaining 9.26%, 15.74%, 11.11% &
3.70% respondents have their account in ICICI bank, SBI, Punjab
National bank & others respectively.
It shows that many of the respondents are having their accounts in HDFC

& Axis bank.
6.7WHICH BANK’S INTERNET SERVICES ARE YOU CURRENT
LY USING OTHER THAN AXIS BANK?
TABLE 7- DEMOSTRATING WHICH BANKS INTERNET SERVICES

RESPONDENTS ARE USING CURRENTLY

BANK FREQUNCY PERCENTAGE (%)

HDFC bank
35 32.40%
ICICI bank
30 27.78%
SBI bank
20 18.52%
Punjab national bank
15 13.89%
Other
8 7.41%
TOTAL
108 100
CHART 7- BAR GRAPH REPRESENTING THE BANKS INTERNET

SERVICES RESPONDENTS ARE USING CURRENTLY
40
35
35
30
30
25
20
20
15
15
10
8
5
0
HDFC BANK ICICI BANK SBI BANK PNB OTHERS
FREQUENCY
INTERPRETATION- Above figure shows that 32.40% people are

using internet service of HDFC bank then second highest group
with 27.78% people are using internet service of ICICI bank while
remaining18.52%, 13.89% & 7.41% respondents
are using internet service of SBI, Punjab National bank & other
bank respectively.
As the result shows that most of the respondents are using

internet services of HDFC bank &ICICI bank as they are having
accounts in the same while some respondents are using
other banks’ internet service.

6.8 DO YOU FEEL SAFE IN DISCLOSING YOUR DETAILS ON
INTERNET?
TABLE 8- DEMOSTRATING THE RESPONDENTS USE TO FEEL SAFE IN

DISCLOSING YOUR DETAILS ON INTERNET
RESPONSE NO. OF RESPONDENTS PERCENTAGE (%)
YES 65 60%
NO 43 40%
TOTAL 108 100
CHART 8- BAR GRAPGH REPRESENTING THE RESPONDENTS USE TO

FEEL SAFE IN DISCLOSING YOUR DETAILS ON INTERNET
70
65
60
50
40 43
30
20
10
0
YES NO
NO. OF RESPONDENTS
INTERPRETATION- Above graph shows that out of 108 respondents

65(60%) are feeling safe while 43(40%) are not feeling safe in disclosing their
details on internet with having the fear of its disclosure.
6.9WHAT ARE YOUR MAIN TRANSACTIONS YOU WOULD PRE
FER TO DO BY INTERNET? (TICK ONE OR MORE)
TABLE 9- DEMOSTRATING RESPONDENTS PREFER TRANSACTIONS

TO USE
TRANSACTIONS NO. OF RESPONDENTS PERCENTAGE (%)

MONEY TRANSFER 41 34.48%
PAY BILLS 50 28.67%
ORDER A CHEQUE BOOK 22 15.17%
REQUEST A DEMAND DRAFT 12 13.79%
SHOCK TRANSACTION 20 8.27%
TOTAL 108 100
CHART9- BAR GRAPGH REPRESENTING THE RESPONDENTS USE TO

FEEL SAFE IN DISCLOSING YOUR DETAILS ON INTERNET
60
50
50
40
41
30
20 22 20
10 12
0
ER S K T NS
SF ILL O AF IO
A N Y B
E BO DR
CT
TR PA U D SA
EY EQ AN A N
H M
ON A
C DE TR
M A K
DE
R
ST HOC
R E S
O QU
RE
INTERPRETATIONAbove graph shows that 34.48% respondents’ main tran
saction is paying bills,28.27%respondents’ mainly transfer their money whil
e remaining 15.17%,13.79% & 8.27%respondents’ main transactions are
order a cheque book, stock transaction & request a demand draft
respectively.
It means most of the people using internet for paying bills & transfer of
money as they are the basic requirements in day to day affairs.
6.10 RESPONDENTS SATISFIED WITH THE BANK SERVICES

TABLE 10- DEMOSTRATING RESPONDENTS RESPONSE ABOUT
SATISFACTION WITH BANK SERVICES
RESPONSE NO. OF STUDENTS PERCENTAGE (%)
HIGHLY SATISFIED 10 9.25%
SATISFIED 30 27.77%
NEUTRAL 25 23.14%
SLIGTLY DISSATISFIED 21 19.44%
DISSATISFIED 22 20.37%
TOTAL 108 100
CHART 10- BAR GRAPGH REPRESENTING THE RESPONDENTS

RESPONSE ABOUT ABOUT SATISFACTION WITH BANK SERVICES
35
30
30
25
25
20 22
21
15
10
10
0
HIGHLY SATISFIED SATISFIED NEUTRAL SLIGHTLY DISSATISFIED DISSATISFIED
BANK NAME
INTERPRETATION- Out of the 108 respondents, 27%respondents

were satisfied while 20.37% respondents were not satisfied while remaining
23.14% respondents were neutral & 9.25%respondents were highly satisfied
with their bank services. It means majority of respondents are satisfied with
their respective bank services.
6.11 RESPONDENTS USING INTERNEST SERVICES OFFERED

BY AXIS BANK

TABLE 11- DEMOSTRATING RESPONDENTS RESPONSE ABOUT USING
INTERNET SERVICES OFFERED BY AXIS BANK
RESPONSE NO OF RESPONDENTS PERCENTAGE(%)
YES 68 62.96%
NO 40 37.03%
TOTAL 108 100
CHART 11- BAR GRAPGH REPRESENTING THE RESPONDENTS

RESPONSE ABOUT USING INTERNET SERVICES OFFERED BY AXIS
BANK
NO OF RESPONDENTS
40
68
YES NO
INTERPRETATION- Out of 108 respondents, 68 respondents are using

while 40 respondents are not using internet banking services offered by Axis
bank due to lack of awareness.
6.12 RESPONDENTS RESPONSE ABOUT THE REASON OF

USING INTERNET BANKING
TABLE 11- DEMOSTRATING RESPONDENTS RESPONSE ABOUT THE

REASON OF USING INTERET BANKING

REASONS NO. OF RESPONDENTS PERCENTAGE(%)
BETTER INFORMATION 15 13.88%
EASY TO USE 27 25%
CONVENIENT 22 20.37%
SAFETY & SECURITY 17 15.74%
SAVE TIME 33 30.55%
COST EFFECTIVE 10 9.25%
OTHER 6 5.55%
TOTAL 108 100
CHART 11- BAR GRAPH REPRESENTING RESPONDENTS RESPONSE

ABOUT THE REASON OF USING INTERET BANKING
SERVICE REGARDING TRANSACTION

35
30 33
25 27
20 22
15 17
15
10
10
5 6
0
N E T TY E E R
IO US IEN RI IM TIV HE
AT O EN CU
VE
T
FE
C O T
M YT NV SE SA EF
FOR EA
S
CO & ST
IN ETY CO
ER SA
F
ETT
B
NAME OF THE BANK
INTERPRETATION- As per graph, it can be seen that the main reason for
using internet services is the saving time, which accounts for 30.55%of the
whole sample. Moreover, there are 25% respondents who have stated the
reason of user friendly. The convenience, safety & security, getting better

information& other reasons are followed with respondents of 20.37%,
15.74%, 13.88% &5.55%respectively. Because in today’s scenario, time is
one of the most important factor which lead to access of internet services
over physical one.
5.13 RESPONDENTS RESPONSE ABOUT HOW OFTEN THEY

USE INTERNET BANKING SERVICES
TABLE 12- DEMOSTRATING RESPONDENTS RESPONSE HOW OFTEN

THEY USE INTERNET BANKING SERVICES
RESPONSES FREQUENCIES PERCENTAGE(%)
DAILY 11 16.17%
WEEKLY 27 39.70%
MONTHLY 15 22.05%
YEARLY 9 13.23%
RARELY 6 8.82%
TOTAL 108 100
CHART 12- BAR GRAPH REPRESENTING RESPONDENTS RESPONSE

HOW OFTEN THEY USE INTERNET BANKING SERVICES

30
27
25
20
15
15
10 11
9
5 6
0
DAILY WEEKLY MONTHLY YEARLY RARELY
INTERPRETATION- From the above graph, it can be said that

27 respondents are using internet services weekly followed by monthly,
daily, yearly & rarely respectively. So they are performing to have access for
status of banking information through weekly use of internet banking
services.
5.14 RESPONDENTS RESPONSE FROM HOW MANY YEARS

THEY ARE USING INTERNET BANKI
TABLE 13- DEMOSTRATING RESPONDENTS AGREE AND DISAGREE

ABOUT FOLLOWING STATEMENT
I PREFER AXIS STRONGLY AGREE NEUTRAL DISAGREE STRONGLY TOTAL

BECAUSE OF AGREE DISAGTREE
EASY BANKING 17 10 13 7 3 50
PRODUCT 15 12 13 7 3 50

VARITY
HIGHER 10 17 13 7 3 50
INTEREST
RATE
SERVICE 12 13 15 3 7 50
QUALITY
OFFERS 13 15 12 6 4 50
LOW CHARGES 8 7 5 17 13 50
TIMELINESS 7 13 22 5 3 50
UPDATED 18 12 10 8 2 50
TECHNONLOGY
CHART 13- SUBDIVIDED BAR GRAPGH REPRESENTING RESPONDENTS

AGREE AND DISAGREE ABOUT FOLLOWING STATEMENT
AGREE AND DISAGREE ABOUT THE

STATEMENT
40
13 13 13 15 12 10
30 22
10 12
20 12 17 13 15
5
7 13
10 17 15 18
10 12 13 8 7
0
E Y RS S S Y
IN
G
RITY AT LIT FE GE ES OG
NK A T R UA F A R IL N NL
TV ES O E
BA EQ CH NO
Y UC ER C TIM H
S T VI W C
EA ROD R
IN
SER LO TE
P E D
GH A TE
HI D
UP
STRONGLY AGREE AGREE NEUTRAL

INTERPRETATION- From the above graph it is clear that
 34% of respondents strongly agreed, 20% of respondents agreed and

14% of respondents disagreed, 6% of respondents strongly disagreed
for easy banking as a factor of preference while 26% are neutral.
for product verity & flexibility as a factor of preference while 26% are
neutral.
for higher interest rate as a factor of preference while 26% are neutral.
for service quality as a factor of preference while 30% are neutral.
for offers as a factor of preference while 24% are neutral.
for low charges as a factor of preference while 10% are neutral.
for timeliness as a factor of preference while 44% are neutral.
for updated technology as a factor of preference while 20% are
neutral.
INFERENCE- From the interpretation it is clear that
 Majority of the people strongly agree with easy banking, product verity
& flexibility, updated technology.
 Majority of the people agree with higher interest rate & offers.
 Majority of the people natural with service quality & timeliness.
 Majority of the people disagree with low charges.
5.14 FEATURES /ATTRIBUTES RESPONDENTS EXPECT WHILE OPENING

AN ACCOUNT
TABLE 14- DEMOSTRATING FEATURES /ATTRIBUTES RESPONDENTS

EXPECT WHILE OPENING AN ACCOUNT

ATTRIBUTES AGREE NETURAL DISAGREE TOTAL
QUICK 35 10 5 50
SERVICES
PRPER 40 8 2 50
INFORMATION
WORKING 30 16 4 50
HOUR
LESS 32 18 2 50
FORMALITIES
VARIETY OF 45 4 1 50
PRODUCTS
CHART14- MULTIPLE BAR GRAPH REPRESENTING FEATURES

/ATTRIBUTES RESPONDENTS EXPECT WHILE OPENING AN ACCOUNT
EXPECTED ATTRIBUTES
45
45 40
40 35
35 32
30
30
25
18
20 16
15 10
8
10 5 4 4
5 2 2 1
0
QUICK SERVICES PRPER INFORMATION WORKING HOUR LESS FORMALITIES VARIETY OF PRODUCTS
AGREE NETURAL DISAGREE
INTERPRETATION- From the above graph it is clear
 70% agreed and 10% disagreed that they expect quick service while
opening an account, 20% are neutral.
 80% agreed and 4% disagreed that they expect proper information
while opening an account, 16% are neutral.
 60% agreed and 4% disagreed that they expect working hours while
 64% agreed and 16% disagreed that they expect less formalities while
 90% agreed and 2% disagreed that they expect verity of products
while opening an account, 8% are neutral.
INFERENCE- From the interpretation it is clear that majority of the people

expecting quick service, proper information, working hours, less formalities,
verity of products while opening an account.
5.15 OVERALL SATISFACTION OF THE RESPONDENTS REGARDING BANK

PRODUCT AND SERVICES PROVIDED BY AXIS BANK
TABLE 15- DEMOSTRATING OVERALL SATISFACTION OF THE

RESPONDENTS REGARDING BANK PRODUCT AND SERVICES PROVIDED
BY AXIS BANK
FACTORS VERY DISSATISFIE NEUTRA SATISFIE VERY TOTA

DISSATISFIE D L D SATISFIE L
D D
ACCOUNT 10 8 32 50
OPENING
ATM 2 3 12 10 20 50
SERVICE
INTERNET 3 5 10 08 24 50
BANKING
PASSBOOK 1 4 5 15 25 50
UPDATE

FUND 1 3 9 17 20 50
TRANSFER
INVESTMEN 10 15 5 10 10 50
T BANKING
LOAN 2 3 10 20 15 50
CREDIT 10 15 12 7 6 50
CARD
INSURANCE 2 3 10 20 15 50
FOREIGN 3 5 10 08 24 50
TRANSACTI
ON
CHART 15- SUBDIVIDED BAR GRAPH REPRESENTING OVERALL

SATISFACTION OF THE RESPONDENTS REGARDING BANK PRODUCT
AND SERVICES PROVIDED BY AXIS BANK

OVERALL SATISFACTION
60
50
6
10
15 15
40 20 7
20 24 25 24
32 10
30 12
5
20 20
10 8 17 8
20
15 15 15
8 10 10
10 12 10 10
5 9
10 5 10 10 5
3 4 3 3 3
0 2 3 1 1 2 2 3
IN
G CE G TE FE
R G N RD NC
E N
N RVI K IN DA S K IN
LO
A A A TIO
PE SE N UP RA
N N ITC R
SA
C
O M BA K T BA ED SU N
NT AT NE
T
OO ND EN
T
CR IN A
U
ER SB TR
O FU T M N
CC IN
T
PA
S S IG
A VE RE
IN FO
VERY DISSATISFIED DISSATISFIED NEUTRAL SATISFIED VERY SATISFIED
INTERPRETATION- From the above graph it is clear that
 64% of respondents vary satisfied, 16% of respondents satisfied for

account opening while 20% are neutral.
 40% of respondents very satisfied, 20% of respondents satisfied and
6% of respondents dissatisfied, 4% of respondents very dissatisfied for
ATM services while 24% are neutral.
10% of respondents dissatisfied, 6% of respondents very dissatisfied
for internet banking while 20% are neutral.
passbook update while 10% are neutral.
fund transfer while 18% are neutral.
for investment banking while 10% are neutral.

loan while 20% are neutral.
for credit card while 24% are neutral.
insurance while 20% are neutral.
for ATM services while 20% are neutral.
INFERENCE- From the interpretation it is clear that
 Majority of the people very satisfied about account opening.

 Majority of the people very satisfied about ATM services.
 Majority of the people very satisfied about internet banking.
 Majority of the people very satisfied about passbook update.
 Majority of the people very satisfied about fund transfer.
 Majority of the people dissatisfied about investment banking.
 Majority of the people satisfied about loan.
 Majority of the people dissatisfied about credit card.
 Majority of the people satisfied about insurance.
 Majority of the people very satisfied about foreign transaction.

CHAPTER:- 6
FINDINGS
THE FOLLOWING ARE THE FINDINGS -

 The bank has good relationship with its customers.
 Majority of the customer have current account.
 Majority of the customer directly visit to branch to access their
account.
 Less number of customers use mobile banking & internet banking.
 Majority of the customer having another bank's account except Axis
Bank.
 Majority of the customers feel Axis Bank has easy access of branch
and ATM.
 Majority of the customers feel Axis Bank has flexibility in it's product.
 Majority of the customers feel HDFC Bank provide better service
regarding transaction.
 Axis Bank has easy banking, product verity & flexibility, updated
technology.

 Axis Bank provide higher interest rate & better offers.
 Axis Bank has good record in service quality & timeliness.
 Axis Bank has high maintenance charges.
 Majority of the customers expecting quick service, proper information,
working hours, less formalities, verity of products while opening an
account with Axis Bank.
 Many of the Axis Bank customer dissatisfied about investment
banking and credit card.
 Customers are overall satisfied about the product and services
provided by Axis Bank.
CHAPTER:- 7
SUGGESTION
 AXIS Bank needs to promote and encourage people to use

internet banking and mobile banking. number
 In terms of ease of access AXIS Bank needs to increase the
number of ATM's
 The Bank should be more flexible to compete with its competitors
like HDFC, ICICI, SBI etc.
 Axis bank needs to focus and increase on credit card offers for
attract more customers.

 Axis bank need to promote investment banking line mutual
funds, stocks etc.
 Axis Bank needs to decrease the maintenance charge for savings
account.
 Mostly benefit class people lean toward the Axis bank in the
correlation of business and understudies and different class
people along these lines it needs to advance its item and
administrations that are offered predominantly for the business
class individuals and understudies. Since these two class frame
significant clients of the keeping money administrations.
CHAPTER:- 8
CONCLUSION

 The study was mainly on the customer orientation that how they
think, what they want from their banks and how they take decision
going to any bank.
 In this study, I found that bond of the customers with Axis Bank is
very strong, because Axis Bank mainly focus on their customers.
 This study found that however Axis Bank is not leading private sector
bank but its vast range of products & services, high interest rate,
offers makes it's one of the better banks in India.
 The bank should focus on semi urban and rural market because these
markets has very good opportunity. Without expanding this market,
Axis Bank can not be a leading bank.
 The bank should attempt to expand the utilization of innovation like
versatile and net managing an account among its clients.
 The bank should try to increase the use of technology like mobile
banking, internet banking among it's customer.
 The bank should give careful consideration on giving updates and
should expand the level of administration giving because the
contenders of Axis are better around there.
CHAPTER:- 9
BIBLOGRAPGHY

Consulting various reference points on the aforementioned topics

became pertinent. A list of such references is provided as follows:
Books:
1Dr. Vasant Desai(2010)" Banking and Institutional Management",
Himalaya Publication House, Mumbai, 2nd Edition
2 Dr. K C Shekar (2011) "Banking Theory and Practice", Vikas
Publication House, New Delhi, 20th Edition
References:
1.Direct interactions with bank customers, employees and investors.
2. Brochures of product offerings of SBI MUTUAL FUNDS.
1 https://www.axisbank.com/
2https://www.moneycontrol.com/competition/axisbank/
comparison/AB16
3
https://m.economictimes.com/axis-bank-ltd/stocksupdate/companyi
d-9175.cms
4 https://www.axisbank.com/about-us/corporate-profile
5 https://www.hdfcbank.com/
6 https://www.icicibank.com/
7 https://m.economictimes.com/axis-bank-ltd/stocks/companyid-
9175.cms
8
https://www.ndtv.com/business/stock/axis-bank-ltd_axisbank/repo
rts
9
https://www.ndtv.com/business/stock/axis-bank-ltd_axisbank/repo
rts
10 https://www.axisbankfoundation.org/about-us/overview.html
CHAPTER:- 10
ANNEXURE
Being a student of G.S.S.D.G.S. Khalsa College I am pursuing MBA (LD-2)

and currently doing my Internship in Axis Bank Ltd, PATIALA. The aim of
the questionnaire is to survey comparative analysis of products and services
of axis bank with its competitors. I assure you that the information given by
you will be kept confidential and will only be used for this purpose. Thank
you for taking out your valuable time to fill up this questionnaire.
Questionnaire
NAME: AGE:
GENDER: QUALIFICATION:
1 age distribution:
A) Below 18
B) 19 to 35
C) 36 to 50
D) Above 50 YEARS
2 GENDER :
A) MALE
B) FEMALE
3 EDUCATIONAL QUALIFICATION :
a) School

b) UG
c) PG
d) Professional course
e) Others, specify
5. Occupation:
a) Student
b) Salaried person
c) Self employed
d) Pensioner
e) Others, specify
6. Monthly income Level:
a) Bellow Rs 10,000
b) Rs 10,000- Rs 25,000
c) Rs 25,001-Rs 50,000
d) Rs 50,001- Rs 75,000
e) Above Rs 75,000
7. Do you have any bank account?
a) Yes
b) No
8. Do you have any account in Axis Bank?
a) Yes
b) No
9. What kind of account do you have in Axis bank?
a) Saving account

b) Current account
c) Fixed deposits
d) Recurring deposit
e) Others, specify
10. Which channel you use to access your account?
a) Direct branch
b) Mobile banking
c) Net banking
d) All of this above
11. Do you have any others bank account except Axis bank?
a) Yes
b) No
c) Three
d) More than three
12. If Yes then how many others bank account you have except Axis bank?
a) One
b) Two
13. Which bank has easy of access (branch and ATM)?
a) Axis bank
b) HDFC bank
c) ICICI bank
d) SBI
e) Others, specify
14. Which bank offers you flexibility in its products?
a) Axis bank

b) HDFC bank
c) ICICI bank
d) SBI
e) Others, specify
a) Axis bank
b) HDFC bank
c) ICICI bank
15. Which bank is better in providing services regarding transition?
d) SBI
e) Others, specify
16. Which is the area of improvement in axis bank?
a) Product
b) Services
c) Availability of information
d) Technology
e) Others, specify_
17. To what extent do you agree or disagree with the following statements
indicates (indicate with a tick mark)
I prefer axis Strongly agree neutral disagree Strongly

because of agree disagree
Easy banking
Product varity &

flexibility
Higher interest
rate
Service quality
Offers

Low charges
Timeliness
Updated
technology
18. what features/attributes, while opening an account do you except from

a bank?
(indicate with a tick)
Agree Neutral Disagree
Quick service
Proper infomation
Working hours
Less formalities
Varity of products
19. on a scale of 1 to 5, where 1= very dissatisfied and 5= very satisfied,

please indicate your overall satisfaction regarding bank products & services
provided by bank. (indicate with tick)
Factors 1 2 3 4 5
Account opening
ATM service
Internet banking
Passbook update
Fund transfer
Investment banking
Loan
Credit card

Insurance
Foreign transaction
20. suggestions to improve banking service provided by axis bank:


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PROJECT REPORT

“A STUDY ON CONSUMER’S PERCEPTION TOWARDS NET

“MASTERS OF BUSINESS ADMINISTRATION IN

CLASS ROLL NO-7626

SCHOOL OF COMMERCE AND MANAGEMENT

G.S.S.D.G.S. KHALSA COLLEGE, PATIALA

This is certified that the project “A Study On Consumer’s Perception Towards

G.S.S.D.G.S KHALSA COLLEGE Page 2

The undersigned hereby declare that project report entitled “A study on

G.S.S.D.G.S KHALSA COLLEGE Page 3

It is a matter of great pleasure to present this Project report on the entitled

I am thankful to Punjabi university Patiala for offering me such a wonderful

It is my pleasure to pen down these lines to express sincere thanks to my

G.S.S.D.G.S KHALSA COLLEGE Page 4

MBA is a stepping-stone to the management carrier and to develop good

G.S.S.D.G.S KHALSA COLLEGE Page 5

CHAPTER-1 INTRODUCTION TO INDUSTRY 6-21

CHAPTER-2 INTRODUCTION TO THE ORGANISATION 22-44

CHAPTER-3 INTRODUCTION TO THE STUDY

CHAPTER-4 LITERATURE REVIEW 45-51

CHAPTER-5 ANALYSIS OF THE RESEARCH UNDERTAKE 52-55

CHAPTER-6 DATA ANALYSIS AND INTREPRETATION 56-80

CHAPTER-7 FINDINGS 81-82

CHAPTER-8 SUGGESTIONS 83-84

CHAPTER-9 CONCLUSION 85-86

G.S.S.D.G.S KHALSA COLLEGE Page 6

G.S.S.D.G.S KHALSA COLLEGE Page 7

Banks distribute the medium of exchange. Banking is a business. Banks

 Phase 1-Early phase from 1786 to 1969 of Indian bank

 BANK OF BENGAL (1809)

These three banks were amalgamated in 1920 and IMPERIAL BANK OF

G.S.S.D.G.S KHALSA COLLEGE Page 8

Second phase of nationalization Indian banking sector reforms was carried

1949: Enactment of Banking Regulation Act

1955: Nationalization of State Bank of India

1959: Nationalization of SBI subsidiaries

1961: Insurance cover extended to deposits

1969: Nationalization of 14 major banks

1971: Creation of Guarantee Corporation

1975: Creation of regional rural banks

1980: Nationalization of seven banks with deposits over 200 crocs

1.3GROWTH OF BANKING SECTOR

G.S.S.D.G.S KHALSA COLLEGE Page 9

1.4INDIAN BANKING SECTOR

Without a sound of effective system in India it cannot be a healthy economy.

As indicated by the Reserve Bank of India (RBI), the managing an account

1.5INDIAN BANKING SYSTEM

G.S.S.D.G.S KHALSA COLLEGE Page 10

1.5.1 CENTRAL BANK

A national bank works as the pinnacle controlling establishment in the

1.5.2 SCHEDULE COMMERCIAL BANK

1. Acceptance of deposits from public.

G.S.S.D.G.S KHALSA COLLEGE Page 11

The objectives behind nationalization where:

1. To break the ownership and control of banks by a few business

PRIVATE SECTOR BANKS- Private Sector Banks in India is made up of

 Bank should have minimum net worth of Rs 200 Cr.

G.S.S.D.G.S KHALSA COLLEGE Page 12

1.5.3 SCHEDULE CO-OPERATIVE BANK