EXECAXISVE SUMMARY

The banking sector in India has become very much competitive in last few
years with the increasing growth of private and public sector banks. Day by
day the competition is most stringent and crucial.
I undertook training in AXIS bank limited Kota for profiling to
understanding the banking operation and marketing its product.
AXIS bank was established in and is working with larger assets side in
private sector banks. The quality of service is best among competitor.
I concluded the survey to get the information regarding the new potential
salary accounts and saving accounts relations and satisfactions level of
existing salary accounts and saving accounts for cross sale of other products.
The satisfaction amount the existing salary accounts holders and the saving
account holders of AXIS bank was revealed most of the aspects were at the
satisfactory level. A majority was satisfied with the facility provided,
services, products, working hours, communication process and technology.
Regarding some factor, customer wants some modification in the provided
facilities so they can give suggestions to make them according to their
expectations.
I would help the bank to identify the satisfaction level of existing relations
and try to cross sale the other products and services because a satisfy 0
 CONTENTS
Chapters Topics
I Overview

Introduction To Banking Sector

Introduction To AXIS Bank

II Introduction Of Project
III Research Profile
IV Comparison Analyses
V Recommendation And Suggestion
VI Conclusion
VII Annexxure
VIII Bibliography
OVERVIEW
 Chapter 1:- Overview

Introduction to the banking sector

The reserve bank of India, as the central bank of the country, closely
monitors developments in the whole financial sector. The banking sector is
dominated by scheduled commercial bank (SCBs), As at end march 2002
there were 296 commercial banks operating in India this included 27 topic
sector banks (PBS), 31 private sector, 42 foreign banks and 196 regional
rural bank. Also there are 67 schedule cooperative banks consisting of 51
scheduled urban cooperative banks and 16 schedule state cooperative banks.
Schedule commercial banks touched on the growth was 14.5 % against 17.3
% of the earlier year.

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

The RBI is now planning to transfer of its strkes in the SBI, NBH and
national bank for agriculture
And rural development to the private players. Also, the government has
thought to lower its holding in PSBs to a minimum of 33% of total capital
by following them to raise capital from market

Bank are free to acquire shares, convertible debentures of corporate and

unite of equity oriented mutual finds, subject to a ceiling of 5% of the total
outstanding advance (including commercial papers) as on march 31st of the
previous year. The finance ministry split out structure of the government
sponsored ARC called the assets reconstruction company (India) LTD
(ARCIL), this pilot project of the ministry would have way for smoother
functioning of the credit market in the country. The government will hold
49% stake and player will hold the rest 51%. The AXIS bank holds around
10%

Introduction to AXIS bank

AXIS bank completed the 5th year of its operation at the end of March 99.
The bank witnessed good growth in its business and profit and also came out
with a public issue of its quality for the 1st time during the year, which
evoked excellent retail response. The bank made significant progress during
the year in line with its committed business target’s, despite difficult market
condition the bank spread over different states, there by enlarging its client
based substantially. The bank continue to introduce new products, upgrade
the technology support system to improve operational efficiencies and
strengthen its human resource based on the whole, 2002-2003 has been a
productive years for the bank in terms of both growth and consolidation of
business as well as strengthening of its infrastructure. The bank ended the
year 2002-2003 conducting business in 80 cities and towns, with 192
branches and extension counters and 822 ATMs. The AXIS bank will spread
out across the country with operation in 23 states and 1 union territory.
 About Us
AXIS Bank was the first of the new private banks to have begun operations
in 1994, after the Government of India allowed new private banks to be
established. AXIS, the largest mutual fund in India, Life Insurance
Corporation of India (LIC) and General Insurance Corporation Ltd. and its
four subsidiaries viz. promoted the Bank jointly National Insurance
Company Ltd., The New India Assurance Company, The Oriental Insurance
Corporation and United Insurance Company Ltd.
The Bank today is capitalized to the extent of Rs. 230.88 Crore with the
public holding (other than promoters) at 45.63%.
The Bank's Registered Office is at Ahamdabad and its Central Office is
located at Mumbai. Presently the Bank has a very wide network of more
than 200 branch offices and Extension Counters. The Bank has a network of
over 2010 ATMs providing 24hrs a day banking convenience to its
customers. This is one of the largest ATM networks in the country.
The Bank has strengths in both retail and corporate banking and is
committed to adopting the best industry practices internationally in order to
achieve excellence.
Promoters
The largest and the best Financial InstitAXISon of the country, Unit Trust of
India have promoted AXIS Bank Ltd.. The Bank was set up with a capital of
Rs. 115 crore, with AXIS contribAXISng Rs. 100 crore, LIC - Rs. 7.5 crore
and GIC and its four subsidiaries contribAXISng Rs. 1.5 crore each.
Unit Trust of India - Shareholding 33.46%
Unit Trust of India is the largest mutual fund in India. AXIS presently
occupies a special position in Indian capital market. With a servicing and
distribAXISon network of more than 53 branch offices, 320 Chief
Representatives and about 90,000 agents, AXIS provides the complete range
of services to its investors.
Shareholding Patterns
Shareholding Pattern as on 30th September 2003

Sr. No. of Equity

Category % To Total
No. Shares
A Promoter's Holding 77245070 33.46
1 Promoters 77245070 33.46
Indian Promoters (including Co-
Promoters)
Administrator of the specified
(i) undertaking of the Unit Trust of 77245070 33.46
India
Co-promoters
Life Insurance Corporation of
(i) 31162260 13.50
India
General Insurance Corporation
(ii) 17062045 7.39
of India & GIC Susidiaries
Foreign Promoters 0 0.00
Sub Total 48224305 20.89
Total 125469375 54.36

B Non- Promoter's Holding

2 InstitAXISonal Investors
a Mututal Funds 5821986 2.52
b Banks, Financial InstitAXISons, 3703799 1.60
 Insurance Companies
(Central/State Govt.
InstitAXISons/ Non-Govt.
InstitAXISons)
c FIIs 27597692 11.96
Sub Total 37123477 16.08

3 Others
a Private Corporate Bodies 6100556 2.64
b Indian Public 24542510 10.63
c NRIs/OCBs 208145 0.09
Any Other (please specify)-
d 37380540 16.19
Foreign Direct Investment
Sub Total 68231751 29.56

Total ( 2 + 3 ) 105355228 45.64

Grand Total (A + B) 230824603 100.00

Note 1:
Details of shareholders holding more than 1% of the paid-up capital in the
Bank.
No. of Equity
Sr. No. Name of Shareholder % To Total
Shares
A Promoter's Holding
1 Administrator of the specified 77245070 33.46
undertaking of the Unit Trust of
 India
Co-promoter's Holding
Life Insurance Corporation of
2 31162260 13.50
India
3 GIC & its subsidiaries 17062045 7.39
Total 125469375 54.36

B Non- Promoter's Holding

1 South Asia regional Fund 17800000 7.71
CDC Financial Services
2 28550000 12.37
(Mauritius) Ltd.
3 Citicorp Banking Corporation 8830540 3.83
4 Chryscapital I, LLC 8830540 3.83
Templeton Mutual Fund Account
5 2608170 1.13
Franklin India Prima Fund
6 The Karur Vysya Bank Limited 2301754 1.00
Total 68921004 29.86
Note 2:
Total foreign shareholding in number of shares and % shareholding is as
under:
1. FIIs holding - 2,75,97,692 shares -11.96% (including SARF, Citicorp
Banking Corporation) and Foreign shareholding including NRI and
shareholding through FDI Route is 3,75,78,685 shares -16.28%
(including 2,85,50,000 shares by CDCFS and 88,30,540 shares of
Chryscapital I, LLC)
2. As per License issued by RBI only Administrator of the specified
undertaking of the Unit Trust of India is considered as the promoter of
the Bank.
Board of Directors
The Bank has 12 members on the Board. Dr. P. J. Nayak is the Chairman and
Managing Director of the Bank. The members of the Board are :

Dr. P. J. Nayak Chairman & Managing Director

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

Our Mission
• Customer Service and Product Innovation tuned to diverse needs of
individual and corporate clientele.
• Continuous technology upgradation while maintaining human values.
• Progressive globalization and achieving international standards.
• Efficiency and effectiveness built on ethical practices.
More Values

• Customer Satisfaction through

 Providing quality service effectively and efficiently
 Smile, it enhances your face value" is a service quality stressed
on
 Periodic Customer Service Audits
• Maximization of Stakeholder value
• Success through Teamwork, Integrity and People
Milestones
Mar-07 AXIS Bank ties up with IIFCL to provide finance for
infrastructural projects in the country
Mar-07 AXIS Bank launches Car Loans in association with MarAXIS
Udyog Ltd
Mar-07 AXIS Bank opens a Full Licence Bank Branch in Hong Kong
Feb-07 Finance Minister Shri P. Chidambaram Launches Shriram -
AXIS Bank Co - Branded Credit Card Exclusively For Small
Road Transport Operators (SRTOS)
Feb-07 AXIS Bank announces the launch of its Meal Card
Feb-07 AXIS Bank announces the launch of its Gift Card
Feb-07 LIC Premium payment now through AXIS Bank Branches
Jan-07 AXIS bank opens Priority Banking branch in Mumbai and
Kolkata
Nov-06 AXIS Bank opens Priority Banking Lounge in Pune
Sep-06 AXIS Bank launches operations of UBL Sales, its Sales
Subsidiary - Inaugurates its first office in Bangalore
Aug-06 AXIS Bank announces the launch of its Credit Card Business
Aug-06 AXIS Bank becomes the first Indian Bank to successfully issue
Foreign Currency Hybrid Capital in the International Market
Aug-06 AXIS Bank Business Gold Debit Card MasterCard Launched -
Designed for business related spending by SMEs and self
employed professionals
Aug-06 AXIS Bank announces the scheme of issuance of "Senior
Citizen ID Card" in association with Dignity Foundation
Aug-06 AXIS Bank rolls out its 2000th ATM
Jul-06 AXIS Bank opens Representative Office in Shanghai
May-06 AXIS Bank and LIC join hands to launch an Annuity Card for
group pensioners of LIC
May-06 AXIS Bank ties up with Geojit Financial Services to offer
Online Trading service to its customers
Apr-06 AXIS Bank opens its first international branch in Singapore
Jan-06 AXIS Bank and AXIS Mutual Fund to launch a new service for
sale and redemption of mutual fund schemes through the Bank's
ATMs across the country
Dec-05 AXIS Bank wins International Financing Review (IFR) Asia
'India Bond House' award for the year 2005
Oct-05 AXIS Bank extends banking services to the rural milk producers
in Anand and Kheda districts in Gujarat
Jul-05 AXIS Bank and Visa International launch Mobile Refill facility
- Anytime, Anywhere Pre-Paid Mobile Refill for all Visa
Cardholders in India
May-05 AXIS Bank and Bajaj Allianz join hands to distribute general
insurance products
Apr-05 AXIS Bank launches Smart Privilege - a special bank account
designed for women
Mar-05 MTNL ties up with AXIS Bank for payment of telephone bills
through the Bank's ATM network
Mar-05 AXIS Bank gets listed on the London Stock Exchange, raises
US$ 239.30 million through Global
Mar-05 Depositary Receipts (GDRs)
Feb-05 AXIS Bank appointed by Government of Karnataka as the sole
banker for the Bangalore One (B1) project
Feb-05 AXIS Bank launches a powerful version of Kisan Credit Card
Jan-05 AXIS Bank ties up with Remit2India to launch the Remittance
Card
Mar-04 AXIS Bank enables premium payment of LIC policies through
its ATMs.
Feb-04 Bilateral arrangement between State Bank of India (and its 7
associate member banks) and AXIS Bank. comes into force with
the commencement of operations (as on 3rd February '04) of the
combined network of over 4000 ATMs
Feb-04 AXIS Bank (by pursuing a proactive strategy of forging
bilateral agreements and being a progressive player in the multi-
lateral consortiums for shared ATM network) offers its
customers access to over 7000 ATMs across the country - the
largest to be offered by any bank in India so far.
Dec-03 Bank inaugurated its ATM at Thegu near the Nathula Pass in
Sikkim. This ATM is at the highest altitude in India.
Sep-03 The Bank's ATMs across the country crosses the thousand mark
Sep-03 Bank launches the Travel Currency Card.
Aug-03 The Bank's Debit Card crosses the one million mark.
Aug-03 Total Advances cross Rs 7,000 Crore.
May-03 Bank declares a net profit of Rs 192.18 crores for FY03, a
growth of 43% over the previous year
Mar-03 Bank signs Agreement with Employees Provident Fund
Organization (EPFO) for disbursement of Pension
Mar-03 Bank crosses the 800 ATM mark
Mar-03 The Bank issues 3,83,62,834 fully paid up equity shares totaling
 to Rs. 164.00 crores, through a
Mar-03 Preferential offer to Life Insurance Corporation of India (now
constitAXISng 13.54% of
Mar-03 the Bank's expanded equity), Citicorp Banking Corporation,
Bahrain (holding 3.84%), ChrysCapital I,
Mar-03 LLC, Mauritius (holding 3.84%) and Karur Vysya Bank
Ltd.(constitAXISng 1.00%) The Bank also
Mar-03 Increases the authorised share capital of the Bank from Rs. 230
crores to Rs. 300 crores.
Feb-03 Bank, in a pioneering move, launches the AT PAR Cheque
facility, free of cost, for all its Savings Bank customers.
Feb-03 Bank wins mandate to set up 14 ATMs at the Western Railway
stations along the Mumbai division.
Oct-02 Bank launches Corporate iConnect? - the Internet Banking
facility for Corporates
Aug-02 Bank signs MoU with BSNL regarding bill collection services
across the country through both online and offline channels.
Apr-02 Bank opens its 500th ATM
Mar-02 Deposits Cross Rs.12, 000 Crore
Jan-02 The Bank's 100th branch opens at TAXIScorin,Tamilnadu
Jan-02 The Bank opens an ATM at the Gol Dak-Khana, i.e. the New
Delhi GPO, making it the first instance of a commercial bank
setting up an ATM at any post-office in the country.
Dec-01 Total Advances cross Rs 5,000 Crore
Nov-01 The deposit base for the Bank crosses Rs. 10,000 Crore
Sep-01 Private placement of 26% stake in the Bank to CDC Capital
Partners. AXIS holding reduces to 44.88%
Aug-01 Bank signs MoU with India Post for introducing value added
financial products and services to customers of both
organizations, including setting up of AXIS Bank ATMs in post
offices.
Jul-01 Bank ties up with Govt of Andhra Pradesh for collection of
commercial tax
Dec-00 Bank opens its 200th ATM. It becomes the 2nd largest ATM
network in the country, a position held even today.
Oct-00 Bank becomes fully networked
Jul-00 E-commerce initiatives announced
Jul-00 Financial Advisory Services offered beginning with marketing
of US 64
Apr-00 AXIS Bank calls off its proposed merger with Global Trust
Bank and surges ahead on its own.
Apr-00 Bank launches its Internet banking module, iConnect Retail
loans introduced for the first time by the Bank
Mar-00 Profits cross Rs 50 crore mark for the first time.
Feb-00 Bank adopts Finacle software from Infosys for core banking
Jan-00 Dr.P.J Nayak takes over as Chairman and Managing Director
from Shri Supriya Gupta.
Sep-99 Cash management services (CMS) launched, Co branded credit
card launched
Mar-99 Deposits cross Rs.3000 crores
Sep-98 AXIS Bank goes public with a Rs. 71 crore public issue; Issue
over-subscribed 1.2 times, over 1 lakh retail investors. AXIS
holding reduces to 60.85%
Jun-96 Crosses Rs.1000 crore deposit mark
Mar-95 Completes first profitable year in operation
Apr-94 First branch of AXIS Bank inaugurated at Ahmedabad by Dr.
Manmohan Singh, Hon'ble Finance Minister, Government of
India.
Dec-93 AXIS Bank comes into being
Dec-93 Registered office at Ahmedabad; Head office at Mumbai
 Banking and financial environment
All though the estimated growth in gross domestic produce (GDP) in the
year 98-99 is not as per the expectation’s, but it was higher then the growth
rate of 5% for 97-98 and it is at 5.8% the growth rate improves largely due
to the good performance of the agricultural and services sectors even as the
industrial production failed to pick up. Exports also fell marginally in dollar
terms during the year. Till the end of the year the inflation was under control
at 5% but since then it has continuously been declining. Interest rates
remained fairly stable, despite large scale gross borrowing by the
government. In addition to adverse international developments like the east
Asian crises, turmoil in Russia and Brazil as also uncertain economic
outlook in Japan and Europe, the year also witnessed major problems in the
external environments the country has faced a host of problems in the form
of economic sanctions imposed by several industrial countries such as
suspension of loans by international financial agencies, reduction in the flow
of foreign direct investment (FDI) as well as investments by foreign
institAXISonal investors and the down grading by the international rating
agencies. However, the economy remains generally resilient and succeeded
in largely absorbing these talks. In fact, the foreign exchange reserves went
up significantly and the exchange rate of the Indian rupee remained quite
stable during the year.

The capital market remained depressed during the measure part of the year
and resultant resource crunch as a telling effect on the much-needed
investment in the infrastructure sector. The over all slow down in the
industrial sector has adversely effected corporate performance in the general
and margins remain under pressure. Certain industries like steel, automobile,
textile, engineering, machine tools and petrochemical continue to face severe
demand recession. All this made it quite tough for the banking system in
general to manage the credit risks during the year. All though the national
budget and some of the policy initiative taken by the government to
encourage the exports and inflow of foreign investments have raised hope
for a study turn around of the economy, the political uncertainty continues to
be a major worry. While the financial market remained fairly stable so far
and the reforms process is being carried forward despite the political
turmoil, the performances of the industrial sector in the coming months will
no doubt have an impact on the health of the banking system.
 Principal activities in business review
Compare to RS 16.02 crore for 97-98, the profit available for appropriation for the
year in 98-98, after making all the adjustments, stood at rupees 31.08 crore. The
net profit could have been much but for full provisions have been made, as a
measure of abundant caAXISon’s, for certain weeks loan assets and investments.
What however, stand out is the remarkable growth of 25.09% achieved in the
profit before provisions and 94.01% achieved in the net profit despite a higher
level of depreciation charges during the year. While the operation’s expenses have
been kept under tight control, the margins have improved substantially across the
board in spite of difficult market conditions. However, the bank committed as in
the past, to improve profitability of its operation’s among others, by increasing
staff productivity, augmenting fee based income and expending the forex/treasury
operation’s, besides launching new financial products and there by achieve a much
higher level of profit in current year.

Future outlook
All though the economy has been passing through a difficult phase for
sometime past and political uncertainties continue, the financial market have
remain quite stable so far. RBI has projected the GDP growth in the current
year in the range of 6-7 %. The inflation is also expected to be content
around the present level of about 5% per annum. In RBI reckoning, the
growth of deposits during the current year is projected at a reasonably
healthy level 16.5% and 18 % respectively and the banks are advised that
sufficient liquidity would be available to finance additional production as
per usual banking norms. The growth targets for the banks business during
the current year are being set in the light of this scenario. The bank continues
to explore all possibilities to maximize the synergy of its activities with the
business operation of the promoting institAXISons especially AXIS. Infact,
apart from managing AXIS collection centers and collaborating in the
activities relating to the money market mutual fund, the bank is associated
with almost all the major schemes of AXIS and the feasibility of extending
the scope and contents of the synergistic approach to all other business area
of AXIS is being actively pursued all the time. All these new activities,
coupled with the traditional credit, merchant banking, trading and dealing
room operations as also expending business volumes are, expected to boost
the bank bottom line significantly.

Strategy
The liberalization and growth of the Indian economy provides AXIS bank
with significance opportunities to proceed superior financial products and
service to the corporate and the retail sector AXIS banks objective is to
enhance its position an India’s premier financial services provider. The key
element of AXIS bank business strategy is: -

1. focus on quality growth opportunities by

a) Building a strong retail franchisee.
b) Maintaining and enhancing strength in corporate banking.
2. Comprise conservative risk management practices and enhanced
assets qualities.
3. Used technology for comparative advantage.
4. Attract and retain talented professionals.
 BUSINESS : HIGHLIGHTS

1. Profit after tax up 43% to Rs 192.18 crore

2. Net interest income up 62% to Rs 322.40 crore.
3. Net interest margin increased from 1.68% to 2.09 %
4. Fee income up 47% to Rs 143.77 crore
5. Return on average assets up from 1.13% to 1.17 %
6. Deposits up 38% to Rs 16, 964.72 crores
7. Demand deposits up 93% to Rs 3,908.78 crores
8. Share of demand deposits up from 16.50 % to 23.04%
9. Advance up 34% to Rs 7,179.92 crore
10.Retail assets up 354% to Rs 1,099.94 crore
11.Network of branches and extension counters increase from 139
to 192
12.Total No. of ATMs went up from 491 to 822
13.No. of account up 48 % to 16,48,223
 14.Net NPA ratio as percentage of customer assets down to 1.92%
from 2.67%
15.Earning per share(diluted) increased from Rs 9.31 to Rs 9.97
16.Dividend up from 20%to 22%
17.Capital adequacy ratio increased from 10.65% to 10.90%

TRADING PROFITS

Year 200-01 2001-02 2002-03

Profit 69 314 263

Trading Profit

400 314
263
200 Profit
69

0
200-01 2001-02 2002-03
Profit 69 314 263

INCREASING REACH
Month March01 March02 March03
Centers 48 63 80
Covered
Branches+ 101 139 192
Extn.
Counters
 ATM’s 303 491 822

Increasing Reach

1000 822
491
192 303 Month
0 48 63 80 0 101139 0 0
0 1-Mar
1 2 3 4 5
2-Mar
Month 0 0 0 0
3-Mar
1-Mar 48 101 303
2-Mar 63 139 491

RISING PROFITABILITY
Year 200-01 2001-02 2002-03
Net Profit 86 134 192

Operating 261 615 733

Revanues

Rising Profitability
733
800 615 Net Profit
600
400 261
134 192
200 86
0 Operating
Revanues
200-01 2001-02 2002-03

FEE INCOMES
Year 200-01 2001-02 2002-03
Fee 86 98 144
Incomes(Cr.)
 Fee Incomes

200
144
150
86 98
100 Fee Incomes(Cr.)
50
0
200-01 2001-02 2002-03

ATM CHANNEL MIGRATION

Month March01 March02 March03
Cardbase 2.9 5.6 12.2
(Lakhs)

Card withdrawls 70 177 419

(Crore)
No.of 8 15.9 35.3
Transactions
(Lakhs)
 ATM CHANNEL MIGRATION

450 419 Cardbase

400
(Lakhs)
350
300
250
177 Card withdrawls
200
150 (Crore)
100 70
35.3 No.of
50 8 5.6 15.912.2
2.9 Transactions
0 (Lakhs)
3/1/04 3/2/04 3/3/04

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

28% Below 30 years

30-40 Years
59% 40-50 Years
11%
2% Above 50 Years

INTELLECTUAL PROFILE

Qualification Percentage
CA’ICWA/CS/CFAS 6%
MBA’s 25%
ENGINEERS/TECHNICAL 10%
BANKING PROF. 34%
OTHERS 25%

CA’ICWA/CS/CFAS
Intellectual Profile
MBA’s
6%
25%
25% ENGINEERS/TECHNI
CAL
BANKING PROF.

34% 10%
OTHERS

Shareholders

Serial no. Name of shareholders % of paid up capital

1. Administrator of the specified undertaking of the

 United trust of India (AXIS – 1)
33.56%

2. Life insurance Corporation of India 13.54%

3. General insurance corporation and its subsidiaries 7.64%

4. Overseas investors/OCBs/NRIs 28.12%

5. Other Indian financial institAXISons/mutual funds/banks5.01%

6. Others 12.12%

Total 100%

SHAREHOLDING
Companies Percentage
AXIS-I 33.56
LIC 13.54
CDA 20.12
 CitiCorp 3.83
Chrys Capital 3.83
Others 25.12

Shareholding
Others
25% UTI-I UTI-I
33% LIC
CDA
Chrys Capital
4% CitiCorp
Chrys Capital
CitiCorp
4% CDA LIC Others

20% 14%

Corporate Philosophy
AXIS bank as an organization has been built on the principles of
professionalism, ethics and financial expertise. It is AXIS bank’s firm belief
that its existence and development are closely interlinked with its ability to
serve both retail and corporate clients well. Over the years, this belief has
evolved into its corporate philosophy of growth, innovation and stability.

Profitable growth is a key aspect of AXIS bank’s philosophy. AXIS bank has
diversified into a wide range of financial services and affiliated, aims to
provide the benefits of universal banking to its corporate and retail clients
and its investors.

AXIS banks constantly endeavor to create products that best most the
specific needs of its clients and investors. In addition, AXIS bank also seeks
to deliver these products effectively and efficiently. It is therefore, sets for
itself high standards of services and constantly strives to improve upon
them. The goal is to insure that dealing with AXIS bank is safe, simple and
efficient.

AXIS bank values the trust that has been reposed in its financial expertise,
both by its clients and its investors. In all of AXIS bank’s investment
offering, safety of investment is of paramount importance. Therefore, AXIS
bank attempts to pursue growth and innovations without compromising on
its stability.

Retail banking
Retail liabilities: -
AXIS bank’s retail strategy is focused on advertising of all financial needs of
its customers like transactions, loans, FDs etc.

AXIS bank has decided to develop its competency to meet each of this need
either by itself or through strategic alliances with other financial service
providers.

Non-residential Indians are another important target market segment for

AXIS bank given there relative influence and strong link to family members
in India.

Retail liability products: -

A. Retail deposit
AXIS bank retail deposit products include the following
# Saving account
# Current account
in addition to the conventional deposit products, AXIS bank offers a variety
of special value-added products and services, which enable the customer to
maximize returns as well as convenience

• salary account
• FD
• Private banking

B. Internet banking service

 • AXISbank.com
• Online bill payment
• An online information service
• Share trading on the internet

C. Other retail products

• debit cards
• saving products

D. Retail asset products

• personal loans
• home loans
• credit cards
• automobile loans

DistribAXISon channels

AXIS bank deliver retail products and services through a variety of

distribAXISon outlets, ranging, from traditional bank branches to ATMs
and the internet, the key components of AXIS bank’s distribAXISon
network are described below.

A. branches: -

At the end of July 2003 AXIS bank had a network of 192 branches and
extension counters across the 80 cities of the country.

B. phone banking: -

The phone banking centers functions 24 hours a day and offer self service
to customers for automated phone banking. The 24-hour phone banking
centers currently hand over 1 lac contact a day, and this no is constantly
on the upswing.

C. automate teller machines(ATMs): -

AXIS bank has a good network of ATMs in the country of the 822
ATMs at the end of july 2003
Were located at branches and extension counters.

Vision

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

• To identify and support initiative, which are designed to improve the

capacity of the poorest of the poor to participate in the larger
economy.
• These initiatives much be east effective, capital of large scale
replications and should have the potential for both near and long term
impact.
• To leverage technology in orders to overcome constraints and
enhanced the effectiveness of various social initiatives.

• Customer Service and Product Innovation tuned to diverse needs of

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

Lower middle class

Primary education

Financial profile of the company : -

1. Balance sheet
2. Profit and loss account

COMPETITORS

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

Chapter 2:- Introduction To Project

SALARY ACCOUNT

With this mind it is our continuos endveour to facilitate our corporate

client in doing business effectively by helping them keep there
employs happy traditionally organizations distribute salaries in any of
the following ways: -
1.cheque
2.demand draft
3.cash
4.crediting in the bank account of employs

We fell these methods of distribAXISon can lead to

1.adminstrative lassies [like printing to cheque/DD`s, handling cheque
etc
2.extra cost u in use on such activities
3.risk of the late payment leading to unhappiness with employees
4.in case of outstation employs, risk of cheque getting lost in transit.

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

BENEFITS
Since the bank handles the salary distribAXISon process the corporate
enjoys numerous benefits like: -
1.salary distribAXISon for all yours employs though a single cheque
2.to account would remain open even if the bank balance become zero
3.multi location salary disbursal possible with AXIS bank network
We hope that these salary accounts would help u to disbursal salary in a cost
effective and efficient manner and would keep Ur employs happy and
satisfied.
a. benefit to the company:-
1.salary disbursement for all Ur employs though a single cheque
2.mAXISlocation commission disbursal possible with in AXIS bank
network
b. Benefit for the staff: -
(Free benefits)
1. Debit cum ATM card -debit card free of cost to the account holder
and] optimal all international debit cards free benefits
2.insurance – account holder get accidental insurance of 2 lac (with
premium free of cost).
3. free anywhere banking – national wide exist to account[with in our
network]
4.free cheque book – personalized cheque book to Ur requirement
5.a net facility –account holder operate bank account through the Internet
free of cost
6.free phone banking – information about products of bank, balance
inquiry, cheque status, detail of group company products available on
phone

(Optional features)

1.demat facility- unique integration of bank account with the demat and
broking account.
2.attractive recovering deposit –attractive interest rate, regular saving and
FD
3.quantum optima- premium `twin benefit, account liquidity and high
return [balance over Rs10000 shall be move to FD automatically
multiples of Rs 5000

(Other feature)
1.balance requirement – quarterly avg. balance specially reduced to zero.

Detail of product offers salary account

A. benefit to the company
-- Salary disbursement for all Ur employs through a single cheque.
--Multi location commission disbursal possible wit in AXIS bank
network

B. benefit for the employs

• Combining the acceptation of a credit card
• Accepted over 822 ATM all over India
• Direct online debit to Ur saving a/c.
• Zero lost card liability after responding / reporting
• International debit card annually
• 24 hrs for time independent banking
• Good spread of ATMs network over the country
• No transaction cost, no restriction on no. of transaction
• Accidental insurance of 2 Lac without any cost
• Online banking facility free of cost

---Network of ATMs all over of India

Following transaction is possible on ATMs
• Mini statements
• Balance inquiry
• Cheque books request
• Highest daily withdrawal of Rs 40,000
• Cheque drop box at ATM centers
• Cash deposit at each ATM centers
 1. Free infinity – Internet banking

• 24 hrs access for salary a/c.

• Summary of all Ur a/c.
• Funds transfer from one a/c to another a/c within AXIS bank.
• Transfer of funds to fixed deposit.
• Electronic request for cheque book and stop payment.
• Statement of A/c.
2. Free anywhere banking – national wide access for salary A/c
3. Free checkbook – as per Ur requirement
4. Free phone banking – detailed of Ur A/c, product information, and
request for a new checkbook, an
A/c Statement, report loss of care and many more
services.
5. Credit card – added insurance of 2 lac

OPTIONAL FEATURES
• Demat facility – unique integration of bank A/c wit h demat and
broking A/c.
• Attractive recurring deposits – attractive interest rate, no tax deduction
at source.
• Quantum optima – earn fixed deposits returns on Ur saving A/c,
liquidity of saving A/c and high return of fixed deposit.
 • Auto sweep – automatic daily transfer of surplus balance above Rs
10,000 from your saving account to fixed deposit in multiple of
Rs5000 which earn FD interest annually
• Auto-reverse
• Auto-renewal
• MIS

Criteria for new potential salary account

All the organizations that beliefs in long term relationship with the customer
are providing class and quality of service to the customer for that they
having some criteria for new relation. AXIS bank also beliefs on this policy
and having criteria for new salary accounts relationship

1. average no of employees in the organization should be more

than 10
2. if employees are less then 10 then total monthly salary
distribAXISon to the employees should be more then 1 lac

Saving account

With this in mind it is our continuos endeavor to facilitated our corporate

clients in doing businesses effectively by helping them keep them their
employees happy. Saving accounts offer by AXIS bank address the criteria
to comfort the client by providing efficient and effective service.
Basic about the product
An organization can operate for the saving account product offered by AXIS
bank for the convenience of the customer and can enjoy numerous other
befits, the customer have to fill a form to become client

Benefits
1. the client could enjoy the zero balance facility
2. the client can enjoy the facility of accidental insurance
without any cost
3. the client can enjoy the facility of FD in multiple of Rs
5000

we hope that the benefit of saving account would keep our client happy
and satisfied.

Detailed of the product saving accounts

1. average quarterly balance: - client have to maintain

average quarterly balance of Rs 5000
2. zero balance facility: - even if the balance zero the
account would not close
3. debit cards and ATM cards: - client would get the
debit card for the withdrawal money through
ATMs
 4. insurance facility: - on the debit card client would
get the facility of accidental insurance of Rs 2 lac
and premium would me filled by bank itself
5. online facility: - client could operate his account
through the internet free of cost
6. demat facility:- client could also handle the share
trading
7. anywhere banking: - client could do banking
anywhere in the country without extra charge
8. check book: - client can use the check book
according to its convenience
9. ATM facility: - client could withdrawal the money
even he could deposit the money from ATM
10.Telephone bills: - client could deposit the BSNL
land line phone bill through the ATM
11.Free phone banking: - information about the
product, balance inquiry, check status, detail are
available on phone
12.Alternative recurring deposits attractive interest
rates and regular savings
13.Quantum facility:- premium twin benefit amount
liquidity and high return(balance over Rs 10000
would move to FD automatically in multiple of Rs
5000)

Network of ATMs all over India

Following transaction is possible on ATMs
• mini statement
• balance inquiry
• check book request
• highest daily withdrawal of Rs 40000
• check drop box at each ATM center
• the cash deposited at each ATM center

Free infinity

• internet banking
• 24 hours access for saving account
• similarly of all our accounts
• fund transfer from 1 account to another account
• transfer of fund to fixed deposit
• electronic request for check book and stop payment
• statement of accounts

Criteria for new potential and saving account: -

All the organization that believe in long term relationship with the customer
are providing class and quality of services to the customer that hey having
same criteria of new relation. AXIS banks also believing on this policy and
having these criteria for knew saving account relationship
• transaction of money should be regular
• clients should be attractive towards his facilities and account

RESEARCH PROFILE
 Chatper-3:- Research Profile
Title of the Research
Main title of Project assigned to the “comparative studies of different bank
account” is divided into two-sub project.
• comparatively study of salary account of different banks
• comparative study of saving account of different banks

Objective of research
A study on working and practice of banking with the view to understand the
various expects of banking I undergo as a management trainee in AXIS bank
tilak nagar, Kota.
The main aim was to learn in detail the various aspect of operation
management and marketing of bank products and services
The main object of research work as follow
• to get knowledge of day to day work done in AXIS bank
• search of new potential salary and saving account for the bank
• to study the satisfaction level of existing customer and find the
opportunity of cross sailing of other product
• to provide suggestion after evaluation survey results

Significance of research
The research is significant for me and the bank thus significant as follow to
the trainee as follow : -
a. To the trainee
• The research has provided the trainee practical knowledge regarding
the organization working, survey and other aspect of marketing.
• This research is also essential for me in fulfillment of MBA
curriculum

b. To the bank
• Research would help the bank to get the lead of potential customer
and current satisfaction level among existing relationship companies
• To study the opportunity of cross sailing of other product and services
• The suggestion provide the researcher will be helpful to improvement
of class and quality of service to new and current customers and also
help to enhance the activities

c. to the customer
 • The research will become a medium to convey the dissatisfaction
factor to the appropriate person in the management
• The researcher would help the manager and other execAXISves of
bank to the valuable information of potential customer.

Research methodology

a. Methodology for operation is day to day working and operation. there are
section in tilak nagar branch
• marketing section
• retail section

b. Methodology for study of comparison of different bank accounts relation

and satisfaction of existing for grab the other oppAXISnities either cross
studying of the products
• phase 1st :- after understanding the process and procedure I started the
work on the project and mapping the target area and find out the
comparison of products in the different banks by doing the survey
• phase 2nd :- for the project survey I prepared the data collection sheet
• phase 3rd :- personal interaction with new and existing account
customer
1. making phone calls to the target organization and the customer and
getting some basic information and seeking an appointment to the
responsible person
2. after getting the appointment I personally interact with that person,
often the proposal and the feature of the products and filling the data
 collection sheet and try to make the conclusion for the comparison
study and also try to convince for stabilizing the relation
3. after the analyzing the person and his response if it seem to be a
potential the I called back to him and offered the final proposal and
getting the appointment to offering and signing the proposal
4. if the proposal not final at the taken time and person want to interact
with the sales execAXISve or the branch manager then I passed that
fellow to them
5. if person seems to be iterated in the other products then I offered and
explained the feature of that product and pass the lead to the
corresponding officer

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

organized as under: -

Data sheet for salary account

Particular Call made Call converted Lead granted
Automobile 4 4 2
industry
Garment export 30 20 17
house
Education 20 15 12
institute
Architect 5 3 2
Hospital 5 2 1
Government 5 3 2
department

From the above table we found out that maximum of the customer are from
the category of garment and export business and our shopkeepers

Data sheet for saving accounts

Particular Call made Call converted Lead granted

Doctors 15 10 8

C.A.S 20 10 5

Jewelers 10 8 4

Shopkeepers 30 25 10

Scope of research
The research was conducted for AXIS bank limited in Kota City 21st June
2003. The research was conducted in operational and marketing aspect of
the bank products and survey.
The research collected to detail information by personal interview and data
collection sheet.

Limitation of research

Every research has its own constraints which keep limitation to work
similarly this research has also limitation due to which the researcher
could not get detailed information regarding project. These are: -
• Though full efforts have been made but due to the lack of past
experience in the marketing field I failed some areas have been left
from including in the study
• Due to the limitation of time I was unable to cover more sample (data
collection sheet) and to fridge the lead granted.
COMPARISON OF PRODUCT
 Chapter 4:-Comparison of product

According to the survey for the data collection and the call made through
the phone we found that other bank also having good hold on the market.
The customers who are the members of other banks are satisfied by their
bank facilities. The products of the other banks are full filling the
requirement of the customer.
For the analyses of the survey comparison of the other banks had to be
done. For this the detailed of the products of ICICI bank HDFC bank are
given below

Analyzing and finding

Analyzing done on the above finding is that out of the calls made and
meeting 40% data was collected from the Garment export business who
basically from marwari community and have maximum of the foreign
relation. This was due to their product demand and relation abroad. 20%
of leads were collected through educational institAXISon that of the
40%. Leads were collected from other sources, which do not for a
specific lead. Around 95% calls were made and only 25% of calls were
found to be productive

These sources helped us to form a detail of new salary account and

saving account in Kota City. Seemed job was to form a link with them.
These leads were conducted through phone call and personal meeting. By
the conducting, it was found that organization and lead and people were
aware of the products and service effort by AXIS bank. Few of them
having account with the bank and rest who are not aware of and don’t
have account are interested in the same.

They are also interested to know more about the AXIS bank account
services and other product offered by the bank like demat services, credit
cards, home loan etc.

The study of competitors bank was a hard meet to reach as other bank did
not reveal the facts and figure so easily. the main competitor of AXIS
bank in Kota and as whole in Rajasthan are
• SBI BANK
• SBBJ BANK
• RAJASTHAN BANK
• HSBC BANK
• ICICI BANK
 • CITY BANK
• PUNJAB NATIONAL BANK

These were banks were studied as different reads like no of bank, no of ATM
centers in Kota city as well as Rajasthan

COMPETITOR BANKS DATA TABLE

FEATURES NATINALISE PRIVATE BANK FOREIGN
BANK BANK
Name of banks SBI SBBJ ICICI AXIS HSBC CITY
BANK
No of branch in 167 536 5 4 1 1
Raj.
No of branch in 22 56 3 2 1 1
Kota
No of ATM in 6 5 24 16 1 2
Kota
No of ATM in 22 27 50 32 1 2
Raj.
Response of telemarketing
This response of phone call made our recorded as under
• 40% not interested
• 10% interested but not eligible
• 35% already account opened
• 15% will open an account
The analyses of already existing salary account of AXIS and another bank
are
• HDFC bank 23%
• AXIS bank 13%
• ICICI bank 28%
• INDUSIND bank 4%
• And other bank’s 32%
BANKS PERCENTAGE
HDFC 23%
ICICI 28%
AXIS 13%
INDUSIND 4%
OTHERS 32%

Salary

23% HDFC
32% ICICI
UTI

4% INDUSIND
13% 28%
OTHERS

The analyses of already existing saving account of AXIS bank and other
banks are
 • HDFC bank
• AXIS bank
• ICICI bank
• INDUSIND bank
• Other banks

BANKS PERCENTAGE
HDFC 20%
ICICI 15%
AXIS 25%
INDUSIND 15%
OTHERS 25%

Saving

25% 20% HDFC

ICICI
UTI
15% INDUSIND
15%
25% OTHERS

Customer satisfaction
Phone calls made and personal interviews of existing account holders and
the satisfactions level are recorded are
• satisfied 30%
• unsatisfied 12%

Problem of unsatisfied customers is

1. statement delay
2. wrong debit
3. not as per commitment
4. inconvenience of ATMs
5. others

As over all response of phone calls an personal interviews question asked

“would u like to be a member of AXIS bank family”
• discuss later
• not interested
• assume to be

Analyses of non-interested customer, the reason given by them are

• salary service in cash
• inconvenience of ATM
• lack of branches
• others
Interpretation
• Phone calls and personal interview gives a platform through which I
get the basic idea about potential customer.
• Phone call are 1st interfaces between the customers and me, the
percentage to success through phone call is almost 20% during my
training periods
• Approximately only 18% of the corporate interviewed were seem to
be interested in opening there account in the bank
• The main reason for this lower figure is that the employees of these
organization and people for saving account reside in different area so
they may not have accessibility and inconvenience difficulties
• Some organization and there owner are having good relationship with
their old bank whom they have taken CC limit, loan etc.
• Some bank establish their extension with in these organization so they
enjoy the facility and not interested to other offer

RECOMMENDATIONS
&
SUGGESTIONS
 Chapter 5:-Recommendations and Suggestions
On the basis of finding and analyzing the research recommended
following suggestion: -
• New and different product should be launched to attract more
customer
• Untapped customer should be contacted in order to increase database
though more channels
• Response given by some customers should be taken care of and steps
should be taken on the same.
• Calls were made to head office of big organization which having
branch office in Kota city and contacted at top level to establishing
new relationship.
• More interactive meeting at top level or events should be arranged so
more customers could come in contact.
• More branch in state should be opened so that more people can have
the service
• Customer service should be improved.
• There is need to recruit the more qualified persons on the post of field
officer who are made more liable and responsible commitment and
clearly defined the product offer. On this post competitor banks recruit
the management trainee and pay a good scale and incentive, so for the
qualitative services AXIS bank also follow the same
• To eliminate the dissatisfaction of customer community and product
demand are send to the customer in proper time period.
• To eliminate the dissatisfaction proper workshop and awareness
programs like campaigning are helpful and held on the client
origination.
• As early as possible bank should start overdraft and CC limits to
expend the market.
• The larger the ATM network of AXIS bank in Kota city but still AXIS
bank have no ATM center in the major industrial area of Kota city like
RIICO, etc.
CONCLUSION
 Chapter-6 :- Conclusion
With the emerge trend of globalization and privatization the look of Indian
economy has taken new dimensions. There are more possibilities of inward
and outward souring at capital, labor and technology. Indian export and job
opportunity has tremendously increased. This new look of economy has
raised the demand for better banking facilities for corporate and there staff
member.

There is great opportunity to established long-term relationship bulk of

people. AXIS bank is one of these finical institutes, which has given new
vision to these offers. While going through the project I have come across
with this offer and made a study on the account services offered in Kota City
by AXIS bank.

To undergo this study my prior job is to collects the data, which will provide
me a base to interact with the organization (task, public, private companies,
education institAXISon etc) in Kota city. It was found that the most of
customer appreciate the service provided by the bank and more keen to
know about other offering of the bank.
At last I concluded the study on the basis of finding and analysis of
the survey. Most of the existing customers of account holder were satisfied
with the facilities provided by the bank.

Beside it account holders are also interested to know more about the other
products like demat, credit card, home lone etc. But the lack of qualified
marketing execAXISves sales persons, the proper presentation is not going
to the potential customer, so the other banks, who having qualified
marketing execAXISve grab the opportunity of market so some more effort
should be done to grab the opportunity.

Thai the survey several that the organization has provide a wide range of
product service and investment plans. Banking that is flexible, innovative
and prompt in meeting the customer requirement. Over all it was
observed that the customer were satisfied being as a member of “ AXIS
bank pariwar”. They think one provide better services product and
facility at one place in comparison of other competitor banks customer.
ANNEXXURE
 Annexxure
To achieve the objectives,the questionnaire used was quite helful . The
questionnaire used was in the following form:

Questionnaire
1. Name ________________________________________________
2. Add.__________________________________________________
3. Contact no.____________________________________________
4. In which bank you are o1perating the salary account:
AXIS _____ HDFC_____ SBI_____ ANY OTHER______

ICICI _____ HSBC_____ SBBJ_____

5. What type of facilities the bank is availingto the customers :

Phone banking ATM pan card

Insurance FD cheque book
Customer care statement cash deposit

6. If No , what is the reason for not having the account in AXIS bank :
________________________________________________________
________________________________________________________

7. Would you like to avail of any of our products and services from
AXIS bank:

Yes No

8. What extra facilities do you want from AXIS bank:

________________________________________________________

9. Any Suggestions for AXIS bank:

_________________________________________________________
BIBLIOGRAPHY
 Bibliography

1. Marketing Research - Thomas Kinnear

(An applied approach) & James R Taylor

2. Research Methodology - C.K.Kothari

3. Marketing Management - Philip Kotlar

4. Marketing Research - Harper W. Boyd, Jr.

Ralph West Fall

Stanley F. Stasch

5. Service Marketing - Rampal

6. Marketing of Services - Lovelook

7. Dark file of AXIS Bank Project

8. Internet links

ж www.AXISbank.com