Final Girish

“A study on customer perception and satisfaction Towards of Services Provided
by AXIS BANK (with special References To Shivamogga City) ”
CHAPTER - 1
INTRODUCTION
1. Introduction
1.1 Objectives of the study
1.2 Scope of the Study
1.3 Statement of the problem
1.4 Limitations of the Study
1.5 Research methodology
1.6 Research gap
1.7 Review of Literature
1.8 Chapter scheme
Akshara Institute of Management Studies, Shivamogga Page 1

1. Introduction
Banks are considered as the prime source of formal finance and it is an indispensable
part of economy of a country. Bankers are considered as the curators of public money who
have the responsibility of channelizing this money towards viable projects conceived by
entrepreneurs. The spread retained as margin acts as income for the banking sector. Though,
keeping safe detention of public money is the primary responsibility of banks however
ensuring ample money supply in the system for credit creation leading to economic growth is
also their area of concern. Finance is akin to life blood in a human body which is required in
adequate quantity for human survival and growth. Likewise, the existence of any firm is
threatened if it does not have sufficient money supply at the time of need. Activities of the
commercial banks in India are expanding at a rapid space during the period after
Independence. There is territorial as well as functional. Expansion of the activities of the
bank. Banks which are conservative and conventional in their approach have come out from
their shell and face the challenges of planned economic growth. In recent years’ non-
conventional sectors are receiving the attention of commercial banks in India.
A better understanding of the implications of financing non-conventional sector by
commercial banks is possible only if one looks back the position of commercial banks during
the per-nationalization era banking in India before nationalization. Commercial Banks are
the institutions that ordinarily accept deposits from the people and advances loans. The
banking sector in India comprises of banks big and small, public, private, old and new, viable
and nonviable. There are wide diversities’ in their sizes, organizational patterns geographical
presence and functional specialization. India commercial banks operate both in urban and
rural areas and foreign banks function in cities and ports. Banking system plays a very
important role in the economic development of a country. Commercial banks are having
loans shares in total banking operation in our nation. Commercial banks are the oldest
institution having wide network of business. They keep the wheels of economy moving
progressively by supplying money for trade commerce industry and home banks provide
financial assistance to small scale and large industries. Banks today are the back bone of
modern industry. They are assistance part of the society. Just part of our lives, but have a
significant role in our daily lives. Banks always try to adopt latest technologies to enhance
customer experience. Digitization is not an option for banking industry, rather it is inevitable.
The buzzword in India now a day is creating a cashless economy. The successful

implementation of demonetization, leads the government to implement digital transactions.

Digitization is the process of converting data into digital format. Digitization means the
adoption of technology. The main objective of the government of India is make 25 billion
digital transactions through multiple facilities. Digitization of banking requires platforms like
Unified Payment Interface (UPI), Adhara Pay, Debit Cards and Immediate Payment Service
(IMPS). With the surge in transaction volumes in the global and local markets the customers
have also started adapting and preferring non-conventional ways of banking (Digital
Banking) over traditional banking. An automated delivery of various banking service
products without any direct participation of banks’ employees using either electronic
machines or technology or internet at anytime and anywhere is called Digital Banking.
The new innovative digital technologies and futuristic thought processes have given
birth to whole new businesses and social dimensions. Make in India and Digital India is now
the buzzwords to a bright and sustainable industrial and financial progress of our nation.
Digital banking provides solutions to bankers for their short term and long term business and
technological requirements. The digital India is the Indian government’s flagship program
with a vision to convert India into a digitally empowered country. Faceless, paperless,
cashless is requirement of India government. Registration, Invoicing, Payment selection,
Payment confirmation are the important phases of digital payment system. This generally
includes three electronic payment instruments like, cash, cheque and card. Digital banking is
a new concept in the area of electronic banking. Before the emergence of the concept of
digital banking, electronic banking was being referred to as internet banking or e-banking.
There were a few more indirect banking channels like ATM's, phone-banking, mobile
banking etc. However, their aim was to cover only basic banking service through electronic
banking.
However, digital banking is very wide concept and it covers all possible banking
service and all alternate banking channels like Automated Teller Machines (ATM), Point of
Sale (POS), Internet Banking, Mobile Banking, Banking through Application, Phone
Banking etc. except branch banking. Digital Banking can also be termed as “Direct Banking
Channel”.
Digital banking that is done through the digital platform without any paperwork is referred to
as digital banking Digital banking means the availability of banking services online With the
Indian Government’s vision of a cashless economy and rapid development in improving

internet availability throughout the nation, the country recorded over 25.5 billion real-time
payment transactions in 2020 (highest in the world) exceeded china by 60 %.
Objective of the study to study on level of awareness towards customers in Digital
banking. To identify the level of customer satisfaction by the usage of Digital Banking
Services. To identify the problems are faced by the customers in Digital Banking Services.
Scope of the study A Study on customer’s opinion towards Digital Banking Services. The
Axis Banks Provide various utility Service of Digital Banking facilities to their Customers
The purpose of this study is to analyze the satisfaction level of customers towards digital
banking services. The research will cover the customer opinion on digital banking services
which will be helpful for further development and growth of Axis bank. The study will be
able to reveal the preferences, needs, satisfaction of the customers regarding the banking
services, It also help banks to know whether the existing products or services they are
offering are really satisfying the customers’ needs.
Benefits of digital Banking Advancing to a more technologically sophisticated way
of doing things, it goes without saying that the benefits long outweigh the costs. Similarly,
digital banking as a technological by-product aims to make life easier for the customers of a
bank. Digital banking has the following benefits, Digital banking enables consumers to
perform banking functions from the comfort of their homes, be it an elderly person who is
tired of waiting in lines or a working-class professional who is caught up with work, or a
regular person who does not want to visit the bank’s branch to run a single errand. It also
offers convenience. Elaborating on the convenience offered, digital banking lets a user carry
out banking work around the clock, with 24*7 availability of access to banking functions.
One of the biggest drawbacks of traditional banking was the overly placed importance on
paper. Banking has become paperless with the development of digital banking as a service. A
user can log into their account at any point in time to monitor records. Digital banking
allows a user to set up automatic payments for regular utility bills such as electricity, gas,
phone, and credit cards. The customer no longer has to make a conscious effort of
remembering the due dates. The customer can opt for alerts on upcoming payments and
outstanding dues.
Online shopping has become a cakewalk with payment channels becoming well-
integrated with the online shopping portals. Internet banking has significantly contributed to
online payments. Digital banking extending services to remote areas is seemingly a step
toward holistic development. With smartphones at affordable prices and internet access in
remote areas, the rural population can make the most out of digital banking services. Digital
banking-enabled fund transfers reduce the risk of counterfeit currency. With the help of
digital banking, a user can report and block misplaced credit cards at the click of a button.
This benefit greatly strengthens the privacy and security available to a bank’s customer. By
promoting a cashless society, digital banking restricts the circulation of black money as the
Government can keep a track of fund movements. In the long run, digital banking is
expected to lower the minting demands of a currency.
1.1 Objectives of the study

a) To know about the AXIS BANK.
b) To analyze the satisfaction level of the Customer of varies services provided by the
axis bank.
c) To analyze the Financial Position and Performance of the Axis Bank.
d) To study the factors influencing the customer choice of Axis Bank serves.
e) To study the customer perception towards Axis bank housing loan.
1.2 Scope of the Study

The present study covers “the perception analysis of customer’s satisfaction
towards Axis Bank in the Shivamogga City” And to analyze the Banking system and also
find out the problems encountered while using. various Methods.
1.3 Statement of the problem
This study has been conduct to understand the difficulties faced by the customer
satisfaction during the Axis bank serves. Even though people are many problems faced by
them even after availing the serves. The study only focuses axis bank customers and the
study very small and congested sample space it covers only shivamogga city.
1.4 Limitations of the Study

1) This study only focuses on a very small and congested sample space.
2) The study only covers Shivamogga city Axis bank customers.
3) The Present Study Covers Customer Level of satisfaction in using Axis Banking
services.

4) This study is done in a very short timeline hence the complexity of getting
and collecting maximum reviews and answers will be a hurdle.
1.5 Research methodology

a) Sources of Data
 Primary data
The primary data was collected by the mean of a survey. Questionnaires were prepared
and customers of the bank were approached to fill up the questionnaires. The questionnaires
contain 30 questions which reflect the customer satisfaction provided by the bank to the
customers. The filled up information was later analyzed to obtain the required interpretation
and findings.
 Secondary data
In order to have a proper understanding of the service quality of bank a depth study was
done from the various sources such as books, a lot of data is also collected from the official
websites of the bank and the articles from the various search engines like Google.
b) Research gap
Many more studies have been undertaken and complete by the various researcher in
the past However, Various studies have been conducted to understand the awareness and
perception towards mobile banking and various forms of electronic banking
1.6 Sampling techniques
a) Sample design
Self- administrated questionnaire was used to collect data The elements in the
questionnaire were selected after detailed review of literature & in discussions with experts
in the area of study.
b) Statistical tools
I. Simple random technique

II. Data analysis tools
III. Ratio Analysis
c) Sample size
The representative size can be 50 respondents to the questionnaire.
1.7 Review of Literature
Kiran Hiremath The study analyses Banking industry occupies strategically key position in
as economy bank are bank done of modern industry the study only focus on account holders
in the axis bank major finding of this study is to know about facilities of axis bank.
Research Scholar and Venu Madhav The study analyze elements that are upsetting the
credit risk management practices in few Ethiopian private banks. Author evaluated the result
of credit measurement, observing process and the effects of market risk, operational risk, and
legal risk in management procedures of banks. The study examines the effect of creating
Credit risk environments on credit risk management in accomplishment of the small letter
Banks and to evaluate credit granting procedures of the banks and its outcome on credit risk
management of the banks the major finding of the study prove banks internal rating.
Inspection from banks is to be done accordingly. To advise the customers or the businesses
who took loan when needed.
Jyotsana Sharma the Study on Focuses on Employee of satisfaction has been considered as
a key element in ensuring the success of any organization. Employee satisfactions are the
predictors of economic growth and higher standard of living; therefore, organizations must
constantly strive for achieving higher employee's satisfaction level. in his study opinion that
higher efficiency and productivity in an organization can be attained by adopting a holistic
approach of not just satisfying employees but also by being sensitive to both their sociolect
emotional and physiological needs.
Ridam varma and Rishi Marai the study analyse the demonetization and impact on digital
payment and the study of identify the factor which will lead to acceptance and use of mobile
banking in context with digital payment in India.The study focused on the perception of

working professionals and students and other individual working in private sector. The major
finding still India is a developing country there is no awareness of rural back lock city
people.
Sumathi and Vipin The study focus on overview regarding growth in digital transaction in
India. and the awareness level of digital payment system among the respondents. and
satisfaction level towards safety on digital payments, the researcher use of a sample of 100
urban people of Malappuram district has been taken for the study. and both primary and
secondary data were used. for analysis purpose percentage one-way ANOVA ‘Independent
sample t-test and ranking method were used.
Suma Vally and Hema Divya The studied examined consumer adoption of digital payments
in India. The results indicate that the development of technology for digital payments have
improved the performance of banking sector and able achieve the motive cash less country.
The study gives emphasis to the percentage of awareness on maximum utilization of
technology. Banks should take effective measures in creating awareness towards the effective
usage of technology and Security.
Kishore Meghani The objective of this study is to “Analyze the Financial Position and
Performance of the Axis bank in India” based on their financial characteristics we have
chosen the CAMEL model and t-test which measures the performance of bank from each of
the important parameter like capital adequacy, asset quality, management efficiency.
Sharma “Moving towards cashless economy: Challenges and Opportunities for India”
explores that the major issues in India are corruption and Terrorism and the root cause of
these issues is black money, which is playing a havoc role in deprivation of the country. The
government has implemented a major change in the economic environment by demonetizing
the high value currency notes and replacing them with new. The aim of the action was to
curb corruption, counterfeiting, terrorist funding and accumulation of black money.
Deloof Retaining the board of directors (which implies current resources and liabilities
managers) plays a vital part in the effective managing of the business also validates future
developments. The location of the company's reserves is about the extent to which it can
arrange cash. Retaining the board is important to all organizations, whether small or medium

or big by the way, this is not a simple task, as directors must ensure that the company
operates in a proficient and productive manner. and most of the time there are high potential
consequences in this process that confuse current resources and current liabilities. If this
happens and the head of the association ignores proper supervision, it will affect the
development and productivity of the association. which will further motivate the final
problem of the currency problem.
Manjunath Service quality is considered a multi-attribute put up-the product of the

comparison between the customers’ expectations and their perceptions of the company’s
actions. Perceived service quality has been defined as the consumer’s universal attitude or
judgment of the overall superiority of the service. Perceived service quality results from
comparisons by consumers of expectations with their perceptions of service delivered by
suppliers. Customers expectation are idea about a service that serve as values against which
service performance is judged what customers think a service provider should offer rather
than what strength be on offer Prospect are formed from a variety of sources such as the
customer’s personal needs and wishes.
Manish Mittal and Arunna Dhademade They found that higher profitability is the only
major parameter for evaluating banking sector performance from the shareholder’s point of
view. It is for the banks to strike a balance between commercial and social objectives. They
found that public sector banks are less profitable than private sector banks. Foreign banks top
the list in terms of net profitability. Private sector banks earn higher non-interest income than
public sector banks, because these banks offer more and more fee based services to business
houses or corporate sector. Thus there is urgent need for public sector banks to provide such
services to stand in competition with private sector banks.
Santoshi Gande the Study focuses on customer satisfaction in Mutual fund the Axis Direct
app and understand the concept of mutual funds and its schemes. The study is based on
secondary data which has been collected from daily mutual fund Bigest of Axis bank, books.
journals and websites. The study is analytical in nature and data was analyzed logically &
meaningfully to arrive at meaningful conclusions.
Venu Madhav and Sunitha The study analyses the elements that are upsetting the credit
risk management practices in few Ethiopian private banks. Author evaluated the result of

credit measurement, observing process and the effects of market risk, operational risk, and
legal risk in credit risk management procedures of banks. The study examines the effect of
creating credit risk environments on credit risk management in accomplishment of the Banks
and to evaluate credit granting procedures of the banks and its outcome on credit risk
management of the banks.
Deepa NandhiniThe study analyses a study on customer satisfaction towards e- banking

services with special reference to axis bank and they found that higher profitability is the
only major parameter for evaluating banking sector performance from the shareholder’s
point of view. It is for the banks to strike a balance between commercial and social
objectives. They found that public sector banks are less profitable than private sector banks.
Foreign banks top the list in terms of net profitability. Private sector banks earn higher non-
interest income than public sector banks, because these banks offer more and more fee based
services to business houses or corporate sector. Thus there is urgent need for public sector
banks to provide such services to stand in competition with private sector banks.
Aluregowda The Study focuses on impact of Service Quality on Customer Satisfaction at

AXIS Bank and it all so covers tangibility aspects of the service The researcher has been
collected through structured questionnaire from the customers of AXIS bank, Mysore.
Ranjit Singh the Study focuses on acquisition of Shares in Max New York Life Insurance by
Axis Bank and find out contribution of Bancassurance on financial performance of Axis
bank after it acquires shares in the Max New York Life Insurance Company. The objective of
the study is to analyze the pre and post deal performance of Axis bank and examine the
factors that lead to changes in the performance.
Benjamin and Kamalavali In their survey, the proportion of autonomy factors used, rapid
proportion, stock turnover ratio, working capital turnover ratio, turnover ratio of debt
personnel, current resource ratio of all resources, current salary payment ratio,
comprehensive storage record, net flow Parity size and impact and development, while
dependent variables (productivity) estimate quantifiable profit ROI establishes the
relationship between ROI and current ratio, currency turnover ratio, current job wages and
impact resources. Then, they again established a positive correlation between the return on

investment and the active ratio, the turnover ratio of the debtor, the total resources of the
current resource, and the speed of development.
Kishore Meghanithe Study focuses on Financial Performance Of Axis Bank And Kotak
Mahindra Bank In The Post Reform Era: Analysis On CAMEL Model To Analyze the
Financial Position and Performance of the Axis and Kotak Mahindra Bank by Applying
CAMEL Modal and the data were collected from the official directory, Indian Banking
Association, RBI Bulletins, Dion Global Solutions Limited and data base of Centre for
Monitoring Indian Economy (CMIE) namely PROWESS
Rama Mohana and Lakew, Tekeste Berhanu the Study examines the service quality
perceptions of customers of public sector and private sector banks in the city of
Visakhapatnam, India. The study reveals that the Reliability and Assurance dimensions of
service quality scored the highest ratings while the Tangibles dimension got the lowest score.
Moreover, the study found a strong dissimilarity in service quality perceptions between
customers of private sector and public sector banks.
Suresh The study analyses Comparative study on role and Contribution of commercial banks
in Financing the rural entrepreneurs in Ranga reddy district of telangana State SBI and Axis
bank perspective The Study basically conclude that though there is no difference in risk
perception of Public Sector Bank and Non Public Sector Bank however there is significant
difference in lending pattern of both category of banks in the Ranga Reddy District of
Telangana State
Swati Mahajan the Study examin Financial performance of axis bank and kotak mahindra
bank in The post reform era: Analysis on camel model The objective of this study is to
Analyze the Financial Position and Performance of the Axis and Kotak Mahindra Bank in
India based on their financial characteristics. We have chosen the CAMEL model and t-test
which measures the performance of bank from each of the important parameter like
capitaladequacy, asset quality, management efficiency, earning quality, liquidity and
Sensitivity. The present study is conducted analyze the consistency of the profitability of the
Axis and Kotak Mahindra banks. It is analyses that the ratio of credit deposit is maximum of
Kotak Mahindra Bank Ltd and it shows efficient management of the bank. The ratio of
earning per share is maximum for Axis Bank Ltd i.e. 50.28 and the ratio of return on Assets

is minimum for Axis Bank Ltd. The CAMELS’ analysis and t-test concludes that there is no
significance difference between the Axis and Kotak Mahindra bank’s financial performance
but the Kotak Mahindra bank performance is slightly less compared with Axis Bank.
Sendhil kumar The study analyses financial analysis at axis bank ltd This study has been
conducted to analyze the financial positions of the company, whether its growing according
to its need and to analyze the impact what the bank has on the profitability and financial
position in the banking sector. Major Finding of this study in The asset turnover range must
be combined beside the bank's financing portfolio and its net income for major inspections.
The lower turnover indicates that the bank is not using its point of interest in a perfect world.
Hard and fast asset turnover is a key driver of respect, and this drive is stable.
Roli pradhanThe Study focuses on Application of Artificial Neural Network in the Ratio
Prediction of Axis Bank corporate bankruptcies is an important and widely studied topic
since it can have significant impact on bank lending decisions and profitability. This work
presents two contributions. First we review the topic of bankruptcy prediction, with emphasis
on different models. Second, inspired by the traditional credit risk models developed, we
propose novel indicators for the NN system
Roopika gupta the Study examines “Credit Appraisal for an SME” studies the credit
appraisal methodology at Axis Bank for a proposal received either for term loan or working
capital financing. Credit appraisal is the process of evaluating the worthiness of a proposal
and decides whether to provide the type of credit facility the borrower has asked for. The
process includes evaluating the current financial status, appraisal of projected cash flows,
fund flows, P & L .and Balance sheets, along with evaluating the purpose. for which the
facility has been availed for. The technical and financial feasibility of the project, credit
history of the applicant and borrower managerial competence .and past experience, etc. is
also studied to make an accurate decision.
Johannes Partogi the Study focuses on determines the level of customers' satisfactions
towards Communities line service. This is a descriptive quantitative research. The data
collection was done by literature study, field study, observation and questionnaires
distribution. The data came from questionnaires which were given to 99 respondents who use
commuter line service, especially Bekasi- Jakarta Kota route. For the data analysis, the

important performance analysis is used and there are 25 items of questions included. All
types of questions were given to respondents. There were some questions considered as very
important to be increased due to the unsatisfactory level of service according to the
respondents, such as, temperature of the carriages, the punctuality of departure schedule, the
readiness and fast response skills of commuter line officers in response to requests or
complaints from users of commuter line services.
Krishna Reddy the Study examines customer’s perception one Banking services of axis
bank the main objective of this study is study the perception level of customers towards E-
banking services of AXIS bank and identify the problems faced customers towards E-
banking services of AXIS bank major finding of this study survival of banking industries.
The major theme of the research was to study consumer perception on E-banking services
towards AXIS bank in the Hyderabad city. There are four major objective and data collected
with through questionnaire. It was an analyzed by the percentages and ANOVAs. As per the
results 35% respondents from the 31-40
Nandhini The Study focuses on Customer satisfaction towards E- banking services with
special reference to axis Bank the goal of this study is to find out how satisfied customers are
with Axis Bank's e-banking services. Through the distribution of a structured questionnaire
to a sample of Axis Bank's e-banking customers, the study employed a quantitative research
approach. Descriptive statistics, reliability analysis, and regression analysis were used in the
study to examine the data. The outcomes showed that the general degree of consumer loyalty
towards e-banking administrations given by Hub Bank was modestly high. The ease of use
of the e banking system was rated highest, followed by the privacy and security of the
system, and the system's speed was rated lowest. System reliability, ease of use, security and
privacy, and customer satisfaction were also found to have a positive impact on customer
satisfaction. Axis Bank can use the findings of this study to improve their e-banking services
and increase customer satisfaction.
Sagadevan The Study Focuses ‘Customer Relationship Management The approaches in

marketing functions are constantly changing in tune with the changing challenges that are
faced at the market fronts. Today, marketers consider retaining of customers as a much more
challenging job than acquiring customers in the context of growing competitive forces. Thus,
the traditional transnational approach of marketing became insufficient to achieve the
marketing goals. This scenario necessitated the emergence of new approach namely
Relationship Marketing. The relationship marketing approach considers customers as
insiders to the business and aims to build a long-term and never-ending relationship with
them. The relationship marketing approach has gradually taken the shape of Customer
Relationship Management.
Deepak Kumar Adhana the Study focuses on Study on Customer Perception and
Satisfaction towards housing loan with special reference to Axis bank Shivamogga and major
finding of the study is improving the customer satisfaction and providing satisfiable specialty
more than 73% says the serves is satisfiable
Kranias and Bourlessa the Study focuses on Study on found that adequate proximity to a
bank significantly affects customer loyalty. Consequently, Greek banks have redesigned their
services to increase customer loyalty. Kheng et al. (2010) evaluated the banking sector in
Malaysia. They asserted that banks should improve service quality to promote customer
loyalty. Leninkumar (2016) revealed that various dimensions of service quality (i.e.
Tangibility, reliability and empathy) significantly affect customer loyalty in the Sri Lankan
banks. Likewise, Onditi et al. (2012) found that the quality of service greatly affects
customer loyalty, given that the quality of service determines customer loyalty. Liu and
Wang (2017) concluded that organizations that work to improve service quality through the
influence customer loyalty could enhance their performance effectively.

1.8 Chapter scheme
Chapter Number Chapter Name
I
Introduction
II Profile of the Axis Bank
III Data analysis and Interpretation
Major finding Suggestion and

IV
conclusion

CHAPTER - 2
PROFILE OF THE AXIS BANK
2.1 Meaning of bank
2.2 Definition Bank
2.3 Features of bank
2.4 Bank Classification in India
2.5 Reserve Bank of India RBI
2.6 Objectives of RBI
2.7 Functions of RBI
2.8 Banking Regulation
2.9 History of Axis Bank
2.10 Role of Axis Bank
2.11 Objectives of Axis Bank
2.12 organization structure of axis bank
2.13 Axis Bank - Products Offered & Banking Services
2.14 Roles of Axis bank (in all India banks)

2.1 Meaning of bank
Bank is a finical institution which deals with Money and its substitutes and provides
other money- Related services in its role as a financial intermediary. A bank accepts the
deposits and lends loans to the customer it derives a profit for the difference between the cost
attracting and services though interest charged to Lone or earned services such as financial
management and product such as Mesalands and credit card. A bank is a financial institution
that accepts the deposit from the public and credits a demand deposit while systematically
through capital market
2.2 Definition Bank
Oxford dictionary defines a “Bank as” an establishment for custody of money, which it
pays out on customer’s order”
According to H L Hart a Bank is “one who in the ordinary course of his business
honourscheques drawn upon his by persons from and for whom he receives money on
current account banking regulation act 1949 defines banking as “accepting for the purpose of
lending or investment of deposit of money from the public re payable on demand or
otherwise with raw able by cheque draft, order or otherwise”.
2.3 Features of bank
1) Deals with money
The Main Features of a bank is that it deals with all the money-related transactions.
For example, you can deposit your money in a bank account to save it securely, and you will
also get interested in the money that you will save in the account Therefore, it is the easiest
way to increase your money without putting it at any risk. Moreover, if you need the money,
then you can borrow it from the bank at a certain interest. For example, you can borrow
money from the bank to pay your tuition fees as well as you can also borrow money from the
bank you want to buy a car. However, you are supposed to pay the money back to the bank
with interest.

2) Provide loans
Banks make extra money by providing loans for different products to the loan. The
bank makes the extra money by lending money to the eligible person at certain rates.
Nowadays, banks provide loans for various requirements such as study loan, car loan, home
loan, personal loans, etc. Different banks provide different loans at different interest rates.
You can compare the interest rates of different banks to get a loan at minimum interest rates.
3) Identity
As I told you, there are various banks which provide loans at different interest rates.
Therefore, each bank has a different name which helps the people to identify it easily and to
differentiate with other banks. Even though the basic services provided by all banks are the
same, but each bank tries to provide different interest rates and better services to attract more
and more customers. Therefore, each bank uses a unique bank name and unique tag line to
sell their services.
4) Withdrawal and payment facilities

A Bank provides various payment and withdrawal services to customers so that they
can receive their money hassle-free. Customers can withdraw money using cheques and
drafts and also from the ATMs installed by the banks at different locations in the city. They
can withdraw money using the debit cards provided by the bank the card is directly linked
with the bank and customers can withdraw money anywhere in the world without going to
the bank and even without carrying their passbook.
5) Internet services
Another feature of a Bank is that modern banks are also providing internet services.
The development of the internet and its inclusion in the banking sector has made it even
more easy for people to carry out various transactions. Banks are providing online services
through their apps. You can pay bills, buy food, go shopping without having cash with you.
With the help of banking apps, you can pay for everything online nowadays; more and more
banks are taking their business online. It helps in making safe and risks free transactions, and
there are fewer chances of stealing taxes. There are specific terms for these types of
transactions, such as internet banking and mobile banking.

6) Business
The only work of banking is not to provide banking services to customers. All banks
are involved in the subsidiary businesses to make more money. Their sole responsibility to
provide maximum satisfaction to their customers and to provide them maximum interest
rates so that more customers do banking with them. The money is passed from one hand to
another to make a profit.
7) Increasing functionality
Like other industries banking sector is also focused on enhancing their functionality.
Banks have developed from just providing money lending and cash deposit and withdrawal
services to providing loans and credit to cashless bank services to internet and mobile
banking. It is one of the fields which are growing fastest. It will not be wrong to assume that
banks will be providing more services in the future in addition to internet banking and
mobile banking and people’s dependency on the cash will reduce to almost zero percent.
8) Branches at different locations

Also, the features of a bank include services to its customers wherever they live in the
whole world. Most banks are opening their branches the rural part of the country to connect
people with the banks and to gain more profit. People are not required to travel miles like
the old times to do banking. They can visit the nearest branch to them. Each bank is opening
more and more branches with the increase in the population so that they can satisfy their
customers properly by being near to them.
9) Bank can be a company or an individual providing banking services

Usually, when you hear about the word bank, you think about a large place where
many people are working and dealing with the money transactions. But it is not wrong to say
that a bank can be large organization consists of hundreds of people or it can be a unit
managed by a single person.

10) Commercialized
All the banking services are taking place with a single AIM to make money. You
might feel perplexed how bank money by managing others money. But this is the key. We
hand over our money for a small interest on the money deposited by us.
2.4 Bank Classification in India
1. Commercial Banks
Commercial Banks are regulated under the Banking Regulation Act, 1949 and
their business model is designed to make profit. Their primary function is to accept
deposits and grant loans to the general public, corporate and government. Commercial
banks can be divided into-
a) Public Sector Banks
b) Foreign Banks
c) Private Sector Banks
d) Regional Rural Banks
a) Public sector bank

These are the nationalized banks and account for more than 75 per cent of the total
banking business in the country. Majority of stakes in these banks are held by the

government. In terms of volume, SBI is the largest public sector bank in India and after its
merger with its 5 associate banks (as on 1 st April 2017) it has got a position among the top 50
banks of the world.
 Bank of Maharashtra
 Bank of Baroda
 Bank of India
 Canara Bank
 Central Bank of India
 Indian Overseas Bank
 Indian Bank
 Bank of Maharashtra
The bank was founded by V.G. Kale and D. K. Sathe in Pune. The bank was
registered on 16 September 1935 with an authorized capital of US$1 million and became
operational on 8 February 1936. It provided financial assistance to small business and gave
birth to many industrial houses. The bank was nationalized in 1969.A. S Rajeev assumed
charge as Managing Director & CEO of the bank on 2 December 2018. [3]A.B. Vijayakumar
joined as executive director on 10 March 2021. Asheesh Pandey joined as executive director
on 31 December 2021.Allen C Pereira, Former Chairman of Bank of Maharashtra was
responsible for having opened several branches of the branch in the North East Zones of
India where the bank had no presence and helped scalingup.
 Bank of Baroda
Bank of Baroda is an Indian State-owned International banking and financial Services

Company headquartered in Vadodara (earlier known as Baroda) in Gujarat, India. The bank
was founded by the Maharaja of Baroda, Maharaja Sayajirao Gaekwad III on20 July 1908.
The bank, along with 13 other major commercial banks of India, was nationalized on 19 July
1969, by the Government of India and has been designated as a profit-making public sector
undertaking (PSU).
 Bank of India

Bank of India was founded on 7th September, 1906 by a group of eminent

businessmen from Mumbai. The Bank was under private ownership and control till July
1969 when it was nationalized along with 13 other banks. Beginning with one office in
Mumbai, with a paid-up capital of Rs.50 lakhs and 50 employees, the Bank has made a rapid
growth over the years and blossomed into a mighty institution with a strong national
presence and sizable international operations. In business volume, the Bank occupies a
premier position among the nationalized banks. The Bank has over 5100+ branches in India
spread over all states/ union territories including specialized branches. These branches are
controlled through 69 Zonal Offices and 13 NBG Offices. There are 45 branches/ offices
abroad which includes 23 own branches, 1 representative office and 4 Subsidiaries (20
branches) and 1 joint venture.
 Canara Bank
Canara Bank's first acquisition took place in 1961 when it acquired Bank of Kerala.
This had been founded in September 1944 and at the time of its acquisition on 20 May 1961
had three branches. The second bank that Canara Bank acquired was Seasia Midland Bank
(Alleppey), which had been established on 26 July 1930 and had seven branches at the time
of its takeover. In 1958, the Reserve Bank of India had ordered Canara Bank to acquire G.
Raghumathmul Bank, in Hyderabad. This bank had been established in 1870, and had
converted to a limited company in 1925. At the time of the acquisition G. Raghumathmul
Bank had five branches. The merger took effect in 1961.Later in 1961, Canara Bank acquired
Trivandrum Permanent Bank. This had been founded on 7 February 1899 and had 14
branches at the time of the merger.
b) Foreign bank
A foreign bank is one that has its headquarters in a foreign country but operates in
India as a private entity. These banks are under the obligation to follow the regulations of its
home country as well as the country in which they are operating. Given below is the list of
foreign banks operating in India –
 Bank

AB Bank (formerly Arab Bangladesh Bank) is a leading private sector bank

in Bangladesh. AB Bank Limited was incorporated on 31 December 1981 and it’s the first
commercial private bank in Bangladesh.
 Bank of America
The Bank of America Corporation is an American multinational investment
bank and financial services holding company headquartered at the Bank of America Corporate
Center in Charlotte, North Carolina, with investment banking and auxiliary headquarters
in Manhattan.
The bank was founded in San Francisco, California. It is the second-largest banking
institution in the United States, after JPMorgan Chase, and the second-largest bank in the world
by market capitalization. Bank of America is one of the Big Four banking institutions of the
United States. It serves approximately 10.73% of all American bank deposits, in direct
competition with JPMorgan Chase, Citigroup, and Wells Fargo. Its primary financial services
revolve around commercial banking, wealth management, and investment banking.
 Bank of China
The Bank of China was founded in 1912 by the Republican government as China's
central bank, replacing the Qing Dynasty's Ta-Ching Government Bank. It has been the second
oldest bank in China still in existence after the Bank of Communications, founded in 1908. From
its establishment until 1942, it issued banknotes on behalf of the Government along with the "Big
Four" banks of the period: the Farmers Bank of China, Bank of Communications and Central
Bank of the Republic of China. After the People's Republic was established in 1949, it has
become a national commercial and foreign exchange professional bank. Its original central bank
designation was carried on by the newly formed People's Bank of China.
 HSBC Bank (China)
The Hongkong and Shanghai Banking Corporation established its Shanghai branch office
on 3 April 1865, previous to other upstarts of HSBC, and indeed, as part of the historic English
investment of Eastern Asian nations in the 19th century. Apart from the period 1941–1945,
during which Japan forced HSBC and other foreign-invested banks to leave the local market, it
has had a continuous presence in the city. HSBC was historically housed in one of the largest and
most impressive buildings on The Bund, Shanghai's boulevard formerly known as the "Wall
Street of the Orient".

 Industrial Bank of Korea

Industrial Bank of Korea (Jungso Gieop Eunhaeng) is a state-owned bank headquartered
in Jung-gu, Seoul, South Korea. Under the Industrial Bank of Korea Act, IBK was established to
promote small and medium-sized businesses and improve their economic status by providing an
efficient credit system.
c) Private sector bank
 HDFC Bank –
 ICICI Bank
 Axis Bank Ltd
 Kotak Mahindra Bank Ltd
 IndusInd Bank Ltd

 Yes Bank Ltd
These include banks in which major stake or equity is held by private

shareholders. All the banking rules and regulations laid down by the RBI will be
applicable on private sector banks as well.
 HDFC Bank – Largest Private bank in India
HDFC Bank is the Largest Private Banks in India by Total sales during the Year.
It was amongst the first to receive an ‘in principle’ approval from the Reserve Bank of
India (RBI) to set up a bank in the private sector, as part of RBI’s liberalization of the
Indian Banking Industry in 1994. HDFC bank is the top Constituents in Bank Nifty.
 Revenue: ₹ 148365 Cr
 Employees: 98,061
 NIM: 4.3%
 CASA: 48%
 ATMs: 13,160
 Branches: 5,103
 Gross NPA: 1.36%

 Customer Base: Over 49 Million.
The bank was incorporated in August 1994in the name of ‘HDFC Bank Limited’, with
its registered office in Mumbai, India. HDFC Bank commenced operations as a Scheduled
Commercial Bank in January 1995 and also top private banks in India. HDFC Bank is the
largest private bank in India by Revenue and Market cap.
 ICICI Bank
ICICI Bank is a leading private Bank in India was originally promoted in 1994 by
ICICI Limited, an Indian financial institution, and was its wholly-owned subsidiary. It is
one of the best private banks in India
 Revenue: ₹ 104322 Cr
 NIM: 3.61%
 CASA: 45.2%
 ATMs: 14,987
 Branches: 4,874
 Gross NPA: 6.7%
 Customer Base
ICICI Bank offers a wide range of banking products and financial services to
corporate and retail customers through a variety of delivery channels and through its
group companies. ICICI is 2nd in the list of Top 5 private banks in India.
 Axis Bank Ltd
Axis Bank is the third-largest Private Banks in India and also the best private bank
in India. The Bank offers the entire spectrum of financial services to customer segments
covering Large and Mid- Corporate, MSME, Agriculture, and Retail Businesses. The
Bank has a large footprint 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.

Axis Bank is one of the first new generation private sector banks to have begun
operations in1994.
 Revenue: Rs 80,847 Cr
 NIM: 3.56%
 CASA: 43.2%
 ATMs: 11,801
 Branches: 4,094
The overseas operations of the Bank are spread over nine international offices
with branches at Singapore, Hong Kong, Dubai (at the DIFC), Colombo and Shanghai;
representative offices at Dhaka, Dubai, Abu Dhabi and an overseas subsidiary at London,
UK. The international offices focus on corporate lending, trade finance, syndication,
investment banking, and liability businesses.
 Kotak Mahindra Bank Ltd
In February 2003, Kotak Mahindra Finance Ltd. (KMFL), the Group’s flagship
company, received a banking license from the Reserve Bank of India (RBI), becoming the
first non-banking companying India to convert into a bank –Kotak Mahindra BankLtd.
Kotak is the Fourth-Largest Private Banks in India. It is Among the Top 5 private bank in
India.
 NIM: 4.3%
 CASA: 52.5%
 ATMs: 2,352
 Branches: 1,500
 Gross NPA: 1.9%

 Customer Base: 17 million+
Effective April 1, 2015, ING Vysya Bank Ltd. merged with Kotak Mahindra Bank
Ltd. The Bank has four Strategic Business Units – Consumer Banking, Corporate
Banking, Commercial Banking, and Treasury, which cater to retail and corporate
customers across urban and rural India. Kotak is one of the Best private banks in India.
 IndusInd Bank Ltd
IndusInd Bank is ranked 19th amongst the Top 50 Most Valuable Indian Brands
2014 as per the BrandZ Top 50 rankings powered by the WPP and Millward Brown. Also,
the Bank has bagged the 39th rank in The Economic Times and Interbrand Best Indian
Brands Study – 2014. IndusInd is the Fifth Largest Private Banks in India.
 NIM: 4.05%
 CASA: 43.1%
 ATMs: 2,605
 Branches: 1,938
 Customer Base: 9 million+
IndusInd Bank stands tall today as one of the reputed banking brands in the country.
The Bank has combined responsiveness with innovation to launch a wide range of
banking products and services which are unique, convenient and very relevant to the
Indian consumer. In the recent past, the Bank has launched a host of innovative services
like My Account My Number, Choice Money ATMs, Check-on-Cheque, Cash-on-Mobile,
Direct Connect, Quick Redeem Service and 365 Days Banking. All these unique services
have been widely publicized and have been well appreciated by the customers and also
the best private bank in India.

 Yes Bank Ltd
YES BANK, India’s sixth-largest private sector bank is a high quality, customer
centric and service-driven Bank. Since its inception in 2004, YES BANK has grown into
a ‘Full-Service Commercial Bank’ providing a complete range of products, services, and
technology-driven digital offerings, catering to corporate, MSME & retail customers.
d) Regional rural bank

These are also scheduled commercial banks but they are established with the main
objective of providing credit to weaker sections of the society like agricultural laborers,
marginal farmers and small enterprises. They usually operate at regional levels in
different states of India and may have branches in selected urban areas as well. Other
important functions carried out by RRBs include- Providing banking and financial
services to rural and semi-urban are Government operations like disbursement of wages
of MGNREGA workers, Distribution of pensions, etc
 Jana Small Finance Bank Ltd.

 North East Small Finance Bank Ltd.
 Suryoday Small Finance Bank Ltd.
 Utkarsh Small Finance Bank Ltd.
 Ujjivan Small Finance Bank Ltd.
 Jana Small Finance Bank Ltd.

Jana Small Finance Bank Limited (Jana Small Finance Bank) is one of the leading
Small Finance Banks of India in terms of assets under management and deposit size as at
March 31, 2020. Jana Small Finance Bank has the second most geographically diversified
portfolio with a pan-India presence among all Small Finance Banks in India as at March
31, 2020 (Source: IRR Report). As at February 28, 2021, Jana Small Finance Bank had
611 Branches, including 166 Branches in Unbanked Rural Centers, and 134 ATMs located
in 229 districts in 19 states and three union territories. Jana Small Finance Bank has
served over 8.00 million customers since 2008, including approximately 3.05 million
active customers.
 North East Small Finance Bank Ltd.

North East Small Finance Bank Limited is the wholly owned subsidiary of RGVN
(North East) Microfinance Limited. The only institution from North-Eastern state of India
to receive “In-principle approval” to set up Small Finance Bank from Reserve Bank of
India on September 16, 2015. NESFB primarily focuses in North East India, creating &
facilitating better livelihood opportunities and banking services at their doorsteps, thus
making North East, a financially included region. The bank has more than 155 Branch
Network spread across nine states including eight states from the Northeast and West
Bengal (North Bengal) with a portfolio outstanding of INR 1089 crore, touching &
improving lives of over 5.21 Lakh clients.
North East Small Finance Bank Limited came into existence in 17th Oct 2017.
Some of the most reputed organizations in India and abroad viz. SIDBI Venture Capital
Limited (Samirdhi Fund), M/s RNT Associates Private Limited, M/s PI Venture LLC,
Norwegian Micro Finance Initiative, M/s DiaVikas Capital and IDBI Bank have
expressed their confidence and invested in the bank. In June 2018, Tata Trust’s Chairman
Ratan Tata and Assam's Finance Minister HimantaBiswaSarma formally launched the
retail banking business. The company intends to extend its services and products to the
doorstep of the customer in rural areas.
 Suryoday Small Finance Bank Ltd.
The Bank was originally incorporated as Suryoday Micro Finance Private Limited
at Chennai, Tamil Nadu, as a private limited company under the Companies Act, 1956
pursuant to the certificate of incorporation dated November 10, 2008 issued by the
Assistant Registrar of Companies, Tamil Nadu, Andaman and Nicobar Islands at Chennai.
Subsequently, the Bank was converted into a public limited company and the name of the
Bank was changed to Suryoday Micro Finance Limited, and a fresh certificate of
incorporation dated June 16, 2015 was issued by the RoC. the Bank was granted the in-
principle and final approval to establish an SFB by the RBI, pursuant to its letters dated
October 7, 2015 and August 26, 2016, respectively. Pursuant to the Bank being
established as an SFB, the name of the Bank was changed to Suryoday Small Finance
Bank Limited and a fresh certificate of incorporation was issued by the RoC on January
13, 2017. the Bank commenced its business with effect from January 23, 2017 and was
included in the second schedule to the RBI Act pursuant to a notification dated July 24,
2017 issued by the RBI and published in the Gazette of India on September 2, 2017.

 Utkarsh Small Finance Bank

Utkarsh Small Finance Bank Ltd. Incorporated in 2009 as a microfinance
institution, the Bank is headquartered at Varanasi, Uttar Pradesh The full banking services
of the Bank were launched by the Honourable Prime Minister of India on September 22,
2017. As of 2017, the Bank had its operations in UP, Bihar, Jharkhand, Chhattisgarh,
Madhya Pradesh and some portions of Haryanaand Uttarakhand. Utkarsh Small Finance
Bank Limited, as of 2019, has annual revenue of Rs 939.1 crore, Net Profit of Rs 93.9
Crore and a Total Equity of Rs 772.8 Crore. Over the years, the Bank has attracted
investors like Commonwealth Development Corporation, Norwegian Microfinance
Initiative (NMI) HDFC Ergo General Insurance, HDFC Standard Life, ICICI Prudential
Life Insurance, RBL Bank Ltd., Shriram Life Insurance, Small Industries Development
Bank of India (SIDBI) and private equity funds such as Arpwood Investments, Faering
Capital, AavishkaarGoodwell and Lok Capital. Small finance bank.
This is a niche banking segment in the country and is aimed to provide financial
inclusion to sections of the society that are not served by other banks. The main customers of
small finance banks include micro industries, small and marginal farmers, unorganized sector
entities and small business units. These are licensed under Section 22 of the Banking
Regulation Act, 1949 and are governed by the provisions of RBI Act, 1934 and FEMA.
2 Small Finance Bank
Small finance bank basically work as savings vehicles as well, as they are
engaged in offering credit facilities to small business unites, micro and small
industries, small and marginal farmers and other unorganized sector through their
advanced technology & low cost operations.
3 Payment bank
His is a relatively new model of bank in the Indian Banking industry. It was
conceptualized by the RBI and is allowed to accept a restricted deposit. The
amount is currently limited to Rs. 1 Lakh per customer. They also offer services
like ATM cards, debit cards, net-banking and mobile-banking.

4 Co-operative banks
Co-operative banks are registered under the Cooperative Societies Act,

1912 and they are run by an elected managing committee. These work on no-profit
no-loss basis and mainly serve entrepreneurs, small businesses, industries and self-
employment in urban areas. In rural areas, they mainly finance agriculture-based
activities like farming, livestock and hatcheries.
a) Urban Co-operative Banks

b) State Co-operative Banks
c) Urban Co-operative Banks
The term Urban Co-operative Banks (UCBs), though not formally defined, refers
to primary cooperative banks located in urban and semi-urban areas. These banks, till
1996, were allowed to lend money only for non-agricultural purposes. This distinction
does not hold today. These banks were traditionally centered around communities,
localities work place groups. They essentially lent to small borrowers and businesses.
Today, their scope of operations has widened considerably.
The origins of the urban cooperative banking movement in India can be traced to
the close of nineteenth century when, inspired by the success of the experiments related to
the cooperative movement in Britain and the cooperative credit movement in Germany
such societies were set up in India. Cooperative societies are based on the principles of
cooperation, - mutual help, democratic decision making and open membership.
Cooperatives represented a new and alternative approach to organisaton as against
proprietary firms, partnership firms and joint stock companies which represent the
dominant form of commercial organization.
b) State Co-operative Banks

The Maclagan Committee emphasized the importance of establishing these
banks, recommending the establishment of a provincial cooperative bank capable of
attracting deposits from the urban classes and channeling them to the agricultural sector
via district central banks. State cooperative banks are the apex institutions in the state's
three-tier cooperative credit structure. There is a state cooperative bank in every state.
They serve as a conduit through which the Reserve Bank of India lends to cooperatives
and thus participates in rural finance. They serve as balancing centers for central
cooperative banks by making available surplus funds from some central cooperative
banks. They finance, control, and supervise the central cooperative banks and, through
them, the primary credit societies.
2.5 Reserve Bank of India RBI
History RBI
The Reserve Bank of India is the central bank of the

country. Central banks are a relatively recent innovation
and most central banks, as we know them today, were
established around the early twentieth century. The
Reserve Bank of India was set up on the basis of the
recommendations of the Hilton Young Commission. The
Reserve Bank of India Act, 1934 (II of 1934) provides
the statutory basis of the functioning of the Bank, which
commenced operations on April 1, 1935.
The Bank was constituted to

* Regulate the issue of banknotes
* Maintain reserves with a view to securing monetary stability and
* To operate the credit and currency system of the country to its advantage.
The Bank began its operations by taking over from the Government the functions
so far being performed by the Controller of Currency and from the Imperial Bank of
India, the management of Government accounts and public debt. The existing currency
offices at Calcutta, Bombay, Madras, Rangoon, Karachi, Lahore and Cawnpore (Kanpur)
became branches of the Issue Department. Offices of the Banking Department were

established in Calcutta, Bombay, Madras, Delhi and Rangoon. Burma (Myanmar) seceded
from the Indian Union in 1937 but the Reserve Bank continued to act as the Central Bank
for Burma till Japanese Occupation of Burma and later up to April, 1947. After the
partition of India, the Reserve Bank served as the central bank of Pakistan up to June
1948 when the State Bank of Pakistan commenced operations. The Bank, which was
originally set up as a shareholder's bank, was nationalized in 1949.An interesting feature
of the Reserve Bank of India was that at its very inception, the Bank was seen as playing
a special role in the context of development, especially Agriculture. When India
commenced its plan endeavors, the development role of the Bank came into focus,
especially in the sixties when the Reserve Bank, in many ways, pioneered the concept and
practice of using finance to catalyze development. The Bank was also instrumental in
institutional development and helped set up institutions like the Deposit Insurance and
Credit Guarantee Corporation of India, the Unit Trust of India, the Industrial
Development Bank of India, the National Bank of Agriculture and Rural Development,
the Discount and Finance House of India etc. to build the financial infrastructure of the
country. With liberalization, the Bank's focus has shifted back to core central banking
functions like Monetary Policy, Bank Supervision and Regulation, and Overseeing the
Payments System and onto developing the financial markets.
Role of RBI (RBI as a Regulator)
The primary duty of the RBI is to implement monetary policy The Central
Government’s Monetary Policy Committee (MPC), established under Section 45(B),
determines the policy interest rate required to achieve the inflation target The RBI also
conducts economic research to promote economic growth It is in charge of the nation’s
currency’s design, production, and overall management, ensuring an adequate supply of
clean and genuine notes Section 22 of the RBI Act empowers the bank to issue currency
notes, except for one rupee note, which the Ministry of Finance issues The Government
of India is the coin-issuing authority, and the Reserve Bank receives coins on demand

2.6 Objectives of RBI
The chief objectives of RBI are to sustain the public’s confidence in the system,
safeguard the depositors’ interests, and facilitate cost-effective banking services like
cooperative banking and commercial banking to the people. As per the RBI Act 1934, the
objective of RBI is as follows-
o To run the nation’s currency and credit system.

o To maintain reserves for securing monetary stability in India.
o To govern the issue of bank notes.
o To maintain financial stability or credit by engaging in effective activities and
keeping it free from any political impact.
o To perform central banking functions by acting as Banker’s bank, Banker to
government, and note-issuing authority.
o To promote economic growth and support planned advancement of the economy
of the country.
o To improve the stability of cost of living.
o To the Reserve Bank of India was established with the main motto of regulating
all the banks in India. The objective was to keep in check the reserves as well as the issue
of bank notes. So, it was done to secure the monetary stability and thereby to operate the
credit system and currency of the country to its own advantage.
o To prior to the RBI, the government of India and the Imperial Bank of India were
unable to control the Indian financial system by keeping it in check.
o To Therefore, a committee led by the Hilton and young commission in 1935,
shifted the entire financial system to the RBI.
o To so, the primary target for RBI was to control and regulate the various financial
policies and help in the development of the banking facilities throughout India. The
primary objective for the RBI would be to regulate the various banking functions for
India in the money market. Thus, they focus mainly on issuing new notes.
o The RBI was established with the aim of being a banker’s bank and also the bank
for the government. Its task was to promote the economic growth of the country through
various frameworks and economic policies of the government.

2.7 Functions of RBI
The RBI performs the following functions:
Monetary Management/Authority
One of the most important functions of RBI is the formulation and execution of
Policy and securing monetary stability in India It functions the currency and credit system
to its advantage.
Supervision and Regulation of Banking and Non-Banking Financial

Institutions RBI functions to protect the Interest of depositors through an effective
regulatory framework. Keeping a keen eye over the conduct of banking operations and
solvency of the banks along with maintaining the overall financial stability through
various policy measures. These powers of RBI come from RBI ACt 1934 and Banking
Regulation Act 1949.This regulatory and supervisory function of the RBI extends to
Indian Banking System as well as Non-Banking Financial Institutions.
Regulation of Foreign Exchange Market, Government Securities Market, and

Money Market
Foreign Exchange Market: The Foreign Exchange Management Act 1999 came
into light after the liberalization measures introduced in 1991. FEMA 1991 replaced the
FERA 1973 and came into effect in June 2022.So now, the RBI is responsible to oversee
the foreign exchange market in India. RBI supervises and regulates the Foreign Exchange
Market through the provision of the FEMA Act 1999.Government Securities Market: RBI
regulates the trade securities issued by the Central and State governments. For regulation
of this, RBI derives its power from the RBI Act of 1934.Money Market: Short-term and
highly liquid debt securities are also regulated by RBI and for this RBI derives its powers
from the RBI Act 1934.
Foreign Exchange Reserve Management
Foreign exchange reserve includes-

▪ Foreign Currency Assets (FRAs)
▪ Special Drawing Rights (SDRs)
▪ Gold
RBI is the custodian of India’s foreign exchange reserves. The legal provision
regarding the management of foreign exchange reserves is mentioned in RBI Act
1934.The RBI Act of 1934permits the RBI to invest these foreign exchange reserves in
the following instruments-
• Deposit with Banks for International Settlement

• Deposit with foreign Commercial Banks
• Debt Instruments
• Other instruments with approval of the Central Banks of RBI
Bankers to Central and State Government
RBI acts as a banker to the government. RBI is the responsible agency for
receiving and paying money on behalf of the various government departments. RBI is
also authorized to appoint other banks to act as its agent and undertake banking business
on the behalf of the government. RBI maintains Central and State Government funds like
Consolidated Funds, Contingency Funds, and Public Account.RBI also provides loans to
the central/State/UT Government as a banker to the government.
Advisor to the Government

RBI acts as an advisor to the government when called upon to do so on financial
and banking-related matters.
Central and State Government’s Debt Manager
The debt management policy mainly aims at minimizing the cost of borrowing
and smoothening the maturity structure of debt. RBI manages the public debt and also
issue new loans on behalf of central and state government.

Banker to Banks
Banks open their current account with RBI to maintain SLR and CRR.RBI is a
common banker for the different banks that enables the settlement of interbank transfers
of funds. For special purposes or in need, RBI provides short-term loans and advances to
banks
RBI- Lender of last resort
That means RBI comes to rescue the banks that are solvent (facing temporary
liquid problems) but have not gone bankrupt. RBI provides this facility to protect the
interest of depositors and to prevent the possible failure of the bank.
RBI- Issuer of Currency
The RBI and the government are in charge of the creation, manufacturing, and
overall administration of the national currency with the aim of releasing a sufficient
quantity of authentic and clean notes. The Reserve Bank of India has given some bank
branches permission to set up currency chests in order to simplify the circulation of rupee
notes and coins around the nation (A currency chest is a storehouse where currency notes
and rupee coins are stocked on behalf of RBI)
2.8 Banking Regulation
The Banking Regulation Act of 1949 formed the RBI as a regulator and supervisor
of the banking sector. Its goals included safeguarding depositors’ interests, ensuring
orderly banking operations, and promoting the overall health of the banking system. Here
is a breakdown of the role of RBI as a regulator in maintaining the country’s financial
stability: Reserve Bank of India provides the license to the banks After this license, they
have the authority to regulate their bank in India Foreign banks also have to take
permission from the RBI to establish their branch in India RBI provides approval to the
different operations like policy formulation, implementation of Prudential Norms, Basel –
II and III frameworks, validation of quantitative models on Credit and so for the all the
banks running currently in India must have permission from RBI first to modify their
operational process RBI also decides the salary packages of Whole-Time Directors and

Part-Time Chairpersons of Private Sector Banks and Chief Executive Officers of Foreign
Banks operating in India RBI also handles all the issues of Indian banks. Issues related to
the liquidation of banking companies, customer service policy issues, Anti-Money
Laundering, Combating Financing of Terrorism and so forth It handles all types of issues
and provides appropriate guidance to resolve them
2.9 History of Axis Bank:

Axis Bank Ltd. provides corporate and retail banking products and services. The
company’s products include saving accounts; fixed deposits, recurring deposits; home
loans, car loans, personal loan, and loans against shares, property and security; credit
cards, debit cards and prepaid cards; forex, investments in mutual fund, demat account,
online trading; insurance in health, home, travel, life and other services of prepaid mobile
charging, online shopping, locker and statement. The company operates through four
segments: Treasury, Retail Banking, Corporate/Wholesale Banking and Other Banking
Business. The Treasury segment operations include investments in sovereign and
corporate debt, equity and mutual funds, trading operations, derivative trading and foreign
exchange operations on the proprietary account and for customers and central funding.
The Retail Banking segment constitutes lending to individuals/small businesses subject to
the orientation, product and granularity criterion and also includes low value individual
exposures not exceeding the threshold limit.
The Retail Banking activities also include liability products, card services, internet
banking, ATM services, depository, financial advisory services and NRI services. The
Corporate/Wholesale Banking segment includes corporate relationships not included
under Retail Banking, corporate advisory services, placements and syndication,
management of public issue, project appraisals, capital market related services and cash
management services. The Other Banking Business segment includes para banking
activities like third party product distribution and other banking transactions. It also
provides services to personal, corporate, NRI’s, agricultural and rural markets which are
engaged in agricultural business, microfinance, financial inclusion and rural banking.
Axis Bank was founded on December 3, 1993 and is headquartered in Mumbai, India. “

2.10 Role of Axis Bank
Although banks do many things, their primary role is to take in funds—called

deposits from those with money, pool them, and lend them to those who need funds.
Banks are intermediaries between depositors (who lend money to the bank) and
borrowers (to whom the bank lends money).
* Advancement of Credit:
Indian banking sector is one of the most active sectors in advancing loans to
individuals and institutions. It plays an important role in providing funds to different
priority sectors like Agriculture, Small scale industries, trading enterprises, real estate,
etc.
* Business Development:
Indian banking sector helps a lot in business development by developing strong
ties with foreign countries through establishing branches. Indian banks also facilitate
trade and commerce by providing payment facilities to various local and international
business houses.
* Financial Security:
Indian banking system provides financial security to the people by providing loans
at competitive rates, paying reliable remittance services, etc. It helps people save their
money and invest it in different financial instruments like Government securities, long-
term bonds, etc.
* Cash Management:
Finding the right balance for managing cash requirements is not easy. Hence,
efficient cash management is critical for the health of a corporate. Axis Bank offers you a
complete range of products and services to ensure smooth cash inflow and outflow. The
blend of technology and our banking expertise helps us streamline and optimize the cash
flows of your business. Our custom liquidity management services ensure that you are the
making best use of your available balances. Cash management plays a crucial role in the
banking system. It allows banks to provide quick cash and money transfer. It helps banks

manage money transfers carried out by various business houses and a large number of
industrial units.
* Financial stability:
orders, Cash deposits, and cash card services. Axis Bank has consistently
demonstrated robust financial performance, solidifying its position as a leading player in
the Indian banking sector. The bank’s economic indicators reflect its growth, profitability,
and stability. Here are some key highlights of Axis Bank’s financial performance: The
Indian banking sector provides safe and secure financial services through Money.
2.11 Objectives of Axis Bank
Objective at Axis Bank, we seek to create an inclusive, equitable, culturally

competent, supportive and safe environment where our employees model behavior that
enriches our workplace. To further an inclusive culture and to foster DE&I principles,
Axis Bank is committed to: Ensuring an inclusive working environment free of
discrimination at all stages of the employee life cycle Developing plans to promote DE&I
principles and cultural competencies among employees across Axis Bank. Advancing our
vision through opportunities for engaging conversations, develop understanding and
appreciation of diversity, equity and inclusion Striving to build and support a community
whose members have diverse cultures, backgrounds, and life experiences Ensuring our
leaders build a culture that is rich in diversity, fosters equity and embodies.
▪ Safeguard Deposits
Bank serves the main purpose of accepting deposits from public and safeguarding
it. It guarantees the safety of funds to customers for depositing their money in their
accounts.
▪ Provide Loans
It advances loan to customers at both short-term and long-term basis as per their
needs. Bank provides loans out of the deposit that they receive and charges interest on the
amount from customers.
▪ Encourage Savings

Banking institutions have an efficient role in encouraging saving habits among

people. It motivates people for saving and depositing their earnings in bank accounts by
paying them a fixed rate of interest on their deposited amount regularly.
▪ Capital Formation
Banking accelerates the capital formation rate within the country. It extends credit
to various sectors of the economy from time to time which helps in uninterrupted
continuation of all growth and development activities. Different industries and businesses
approach banks for fulfilling their financial needs.
▪ Currency Issue
Banking organizations does the purpose of issuing currency which is served as a
legal tender in country. Central bank of our country (i.e. RBI) prints and issues all
currency notes for the public.
▪ Enhances Living Standards

It assists the people in improving their quality of life by providing them credit.
Bank enables customers in purchasing high quality and costly goods on credit basis or
hire purchase system.
▪ Generates Employment
Banking organizations also helps in generating large employment opportunities
within the country. It helps companies in extending their activities by providing them
credit as per their needs. This will result in increase in human resource requirement for
various positions. In addition to this, a large section of economy is working within the
banking sector.
▪ Importance of Banking
Bring Economic Stability Banking sector plays a crucial role in attaining the
economic stability. They are the one who assists in controlling the depression and
inflation phases. During depression, banks adopt cheap money policy and increase the
flow of money in economy. Whereas at the time of inflation, it follows strict money
policy to decrease the flow of money. It increases the interest rate on borrowings to
control the people’s spending during inflation.

2.12 organization structure of axis bank
2.13 Axis Bank - Products Offered & Banking Services
Savings Account: You can open a savings account with Axis Bank. There are
different types of Account out of which you can choose any one depending on your
financial requirements.
Types of Axis Bank Savings Accounts
 Easy Access Savings Account:

Begin your journey of savings with an Easy Access savings account from Axis
Bank with an interest rate of 4% on your daily balances, which are paid quarterly. Access
your bank account without any hassles and track your account expenses with Axis Bank's
internet and mobile services. Easy Access savings accounts opened in Metro cities require
a minimum opening deposit of Rs 10,000. A Visa Classic is generally issued along with
an Easy Access savings account.
 Prime Savings Account:

Hold a Prime Savings Account with Axis Bank and enjoy enhanced access and
higher transaction limits. A MasterCard Titanium Debit Card is issued along with a Prime
savings account.
 Future Stars Savings Account:

Parents can plan and save for their child's future with an Axis Bank Future Stars
Savings Account. This account is targeted at children aged below 18 years and requires to
be operated by a parent or a guardian. A card witha daily withdrawal limit of Rs 1500/-
and a checkbook in the guardian's name will be issued if the child is below 10 years. The
Future Stars Savings Account requires a low opening deposit and monthly balance of Rs
2500/- in Metro cities.
 Senior Privilege Savings Account:
Senior citizens can enjoy preferential treatments at Axis Bank branches and also
get exciting discounts and offers when they open a Senior Privilege Savings Account.
 Salary Account:
There are different salary accounts offered by Axis Bank which come with their
own benefits. There are six types of salary accounts available, out of which you can
choose any one depending on your monthly salary.
 Current Account:
Choose any one of the 14 current accounts so that you can carry out as many
withdrawals or deposits in order to boost your business. The current account balance is
one of two major measures of a country’s foreign trade. Both government and private
payments are included in the calculation. It is called the current account because goods
and services are generally consumed in the current period.
 Safe Deposit Locker:

The bank also offers a safe deposit locker facility so that you can store all your
valuables in one place. A safe deposit box, also known as a safety deposit box, is an
individually secured container, usually held within a larger safe or bank vault.

 Safe Custody:
Avail yourself of the safe custody facility where you keep all your important
documents and valuables safe in one place. Safe custody is the safe keeping of important
documents and valuables. Items commonly requested by customers to be held in safe
custody by the bank include property deeds, a will as well as other valuables and
documents.
 Pension Disbursement Account:

Avail this facility to manage your pension payment easily.
All you have to do is open the account using the required document before getting your
first pension a life certificates issued by the authority of the organization you had served
earlier.
 Sukanya Samriddhi Yojana:

Avail this saving scheme so that you can save to make the future of your girl child
bright. Sukanya samriddhi account is a government of India backed saving scheme
targeted at the parents of girl’s children. The scheme encourages parents to build a fund
for the future education of their female child.
 PMJDY:
Avail the PMJDY scheme from Axis Bank website. Pradhan Mantri Jan Dhan
Yojana (transl. Prime Minister's Public Finance Scheme) is a financial inclusion program
of the Government of India open to Indian citizens (minors of age 10 and older can also
open an account with a guardian to manage it), that aims to expand affordable access to
financial services such as bank accounts, remittances, credit, insurance and pensions.
 Digital Fixed Deposit:
Open a fixed deposit account online where the KYC will be done online. The
whole process is fast and smooth. A Digital Fixed Deposit is an entirely online financial
instrument that enables you to deposit a lump sum of money for a fixed duration at a
predetermined interest rate, providing you with an assured return on your deposits. Some
banks do not require you to have a savings account with them to open an FD.

 Fixed Deposit:
Open a fixed deposit account where the minimum deposit amount is Rs. 5,000 and
tenure ranges between 7 days and 10 years. A fixed deposit (FD) is a tenured deposit
account provided by banks or non-bank financial institutions which provides investors a
higher rate of interest than a regular savings account, until the given maturity date. It may
or may not require the creation of a separate account. The term fixed deposit is most
commonly used in India and the United States. It is known as a term deposit or time
deposit in Canada, Australia, New Zealand, and as a bond in the United Kingdom.
 Recurring Deposit:
Open a deposit account online where the minimum deposit amount is only
Rs.500.A recurring deposit is a special kind of term deposit offered by Indian banks and
Post Office which helps people with regular incomes to deposit a fixed amount every
month into their recurring deposit account and earn interest at the rate applicable to fixed
deposits. It is similar to making fixed deposits of a certain amount in monthly
installments.
 Tax Saver FD:

Open a tax-saving FD account and save taxes up to Rs.1.5 lakh while continuing
to earn interest on your deposits. A tax-saving fixed deposit (FD) account is a type of
fixed deposit account that offers a tax deduction under Section 80C of the Income Tax
Act, 1961. Any investor can claim a deduction of a maximum of Rs.1.5 lakh per annum
by investing in a tax-saving fixed deposit account.
 Auto Fixed Deposit:

Avail this facility where the deposit amount will be transferred directly from your
savings account to your deposit account. An auto fixed deposit is a type of fixed deposit
account that is linked to a savings account. This type of account allows you to earn higher
interest rates on your savings while still having access to your funds. When the balance in
your savings account exceeds a certain threshold, the excess amount is automatically
transferred to a fixed deposit account. The minimum amount required to open an auto
fixed deposit account varies depending on the bank, but it is usually around Rs. 25,000.

 Fixed Deposit Plus:

Earn a higher interest rate where the minimum deposit amount is Rs.2 crores.
Fixed Deposit Plus is a lump-sum investment plan that gives you competitive return at the
end of the term. The rate of interest paid for fixed deposits varies based on tenure and
amount. Higher rates of interest are offered to Senior Citizens.
 Cards
Different card services such as credit cards and debit cards are offered by Axis
Bank. Some of them are given below
 Credit Card:
Choose from a host of cards offered by Axis Bank based on your financial
capabilities. A credit card is a payment card that allows you to borrow money to pay for
goods and services. Axis Bank offers a wide range of credit cards, including lifestyle
cards, travel cards, and business cards. With our instant credit cards, we offer a variety of
benefits, such as rewards points, cash back, and travel insurance. Whether you're a
frequent traveler, a shopaholic, or a business owner, Axis Bank has a credit card that's
perfect for you.
 Debit Card:
Choose from a host of cards offered by Axis Bank based on your financial
capabilities. A debit card is a card linked to your checking account. It looks like a credit
card, but it works differently. Many bank debit cards are issued by credit card companies,
so it may seem like there is little distinction between credit and debit cards.
 Pre-paid Card:
Load any amount ranging between Rs.500 and Rs. 10,000 and use it either as a
meal card, gift card, or smart pay card. a card that debits money from an associated
account that ordinarily requires use of a PIN code for verification.
 Transit Card:

Use Transit Card to make your shopping and travel convenient. Axis Bank Transit
Cards are India’s first cards created for convenient travelling and shopping by enabling
hassle-free payments. Transit Cards, the all-in-one Smart Cards, lets you avail additional
offers and delights while enabling one-tap payments.
 Commercial Credit Card:

Use an Axis Bank commercial credit card to manage your corporate expenses in a
hassle-free manner. A credit card is a payment card issued to users (cardholders) to enable
the cardholder to pay a merchant for goods and services based on the cardholder's accrued
debt (i.e., promise to the card issuer to pay them for the amounts plus the other agreed
charges)
 Commercial Debit Card:

Use an Axis Bank commercial debit card to manage your corporate expenses in a
hassle-free manner. Axis Bank Commercial Debit Cards are meant for convenient
management of business travel and expenses. The Commercial Debit Cards allow for
seamless transactions with attractive transaction limits. You can also earn eDGE Loyalty
Rewards on complete transactions made through your Commercial Debit Card.
 Home Loan:
Choose from a host of schemes with maximum tenure of 30 years and loan
amount of up to Rs.5 cores’ home loan, also called a mortgage, is a type of loan that is
specially designed to help you finance the purchase of a real estate property. When you
take out a home loan, a lender, like a bank or financial institution, will provide you with
the funds you require to purchase your home. You will then need to repay this loan over a
set period of time, usually ranging from 15 to 30 years, along with interest.
1. Fixed interest rate: A fixed loans means that Sudhir has to repay his home loan
in fixed EMIs throughout his tenure of 20 years. This interest rate stays the same
irrespective of market conditions outside. However, fixed interest rates are higher than
floating rates. The benefit of a fixed interest rate loan is that when interest rates rise, your

EMI will not rise. Conversely, when interest rates fall, you may miss out on the benefit of
a lower EMI.
2. Floating interest rate: A floating interest rate home loan means the interest rate
on your loan will change according to the change in overall interest rate scenario. Hence,
Sudhir’s EMI amount may also change.
3. Combination home loan: A combination home loan is a loan that is in part fixed
interest rate and in part floating rate. The rate is fixed for a short duration and then moves
to a floating rate. Some banks or financial institutions may offer this type of product.
4. Personal Loan: Avail Bank to meet your various financial needs. A personal loan is an
unsecured type of a loan which means that you can borrow the funds without handing
over any collateral. The borrowed money can be used for various purposes such as
tackling an emergency, financing your business, or pursuing your educational goals.
However, since you do not need to provide collateral to procure a personal loan, the
interest rate charged on these loans is relatively higher when compared to other types of
loans, such as home loans or student loans. Due to this, it is important to plan your
finances before you apply for a personal loan. When planning your finances, you need to
think carefully about the personal loan tenure that you choose.
5. Business Loan: Apply for a loans that you can raise capital to expand your business.
Are you a manufacturer, retailer, trader or a professional running your own business?
Then you would be aware about the challenges of managing your daily operations on one
hand while trying to expand with the other. Today, liquidity for a self-employed is of
supreme importance. Moreover, meeting your growing business requirements doesn’t
come to you on a platter. This is where we play a role. Axis Bank now offers collateral-
free EMI-based Business Loans for the self-employed with minimum documentation.
While you decide whether to use the amount for the entire tenure or to pre-close it faster,
we help you to mitigate your immediate liquidity requirements while keeping your
business adequately funded to prosper. You can apply and avail the loan online and then
repay in easy instalments as convenient.

6. Car Loan: Axis Bank offers car loans so that you can purchase the car of your choice.
The Axis Bank Car Loan aims to ensure that you drive around the city in your own
vehicle! Avail a car loan, or opt for a pre-approved car loan, and get the best interest rate.
Axis Bank’s New Car Loan offers car loans from Rs. 1 Lakh up to 100% on-road price
along with benefits. Before applying for a car loan online, make sure to use the car loan
calculator to find out your EMI. Apply for an Axis Bank New Car Loan and make your
dream of owning a car come true.
7. Two-wheeler Loan: Axis Bank offers two-wheeler loans so that you can purchase the
bike or scooter of your choice. A Two Wheeler loan is a loan provided to those
individuals who want to acquire a Bike/ Scooter of their choice and pay for it via Equated
Monthly Instalments. (EMIs)
8. 24x7 Loan against Securities: If you are in urgent need of cash, you can avail a loan
in exchange for your mutual fund bond, insurance policy, shares, etc.
9. Commercial Vehicle and Construction Equipment Loan: Avail this loan if you wish
to purchase a pre-owned commercial vehicle. At Axis Bank, we understand the needs of
the transportation and construction sector and offer unique solutions to businessmen with
our Commercial Vehicle and Construction Equipment Loans.
10. Education Loan: Axis Bank offers education loans so that you can pursue further
education in India or abroad. Education loans are a specific type of loan used to pay for
the costs of an academic program—usually at a college or trade school, but they may also
be used for private K-12 education.
11. Loan against Property: With this loan, you can provide your property as collateral. A
loan against property is a secured loan that you can use for both personal and business
purposes. You can pledge any commercial or residential property in your name as
collateral even while you’re occupying it. Moreover, a loan against property has zero
usage restrictions, which means you can use it to finance a variety of purposes like a
wedding, a medical emergency, your child’s education, business expansion, family
vacation, and much more.

12. Gold Loan: Avail loan equivalent to the value of gold ornament provided by you. one
of the world's biggest users of gold is India. According to the World Gold Council
(WGC), India's annual demand for gold surged by 804% between 1987 and 2016. It can
be used as collateral for gold loans, which are frequently used to get funds for both long-
and short-term purposes. The gold loan is actually one of the simplest and quickest ways
to get money when you need it.
13. Loan against FD: Apply for a loan against your fixed deposit to meet your immediate
financial needs. A fixed deposit means that the money cannot be withdrawn before
maturity unlike a recurring deposit or a demand deposit. Due to this limitation, some
banks offer additional services to FD holders such as loans against FD certificates at
competitive interest rates.
14. Holiday Loan: Get loans ranging between Rs. 50,000 and Rs.15 lakhs to meet your
holiday expenses. in finance, a loan is the transfer of money by one party to another with
an agreement to pay it back. The recipient, or borrower, incurs a debt and is usually
required to pay interest for the use of the money.
15. Travel Forex Card: This type of card makes it convenient for you to make payments
abroad. When travelling abroad, a forex card is the most convenient way to keep foreign
currency on hand to cover the expenses. A forex card is a foreign currency prepaid card
that you can load with a pre-determined sum. As a result, rather than carrying cash, you
can use the card to pay for your bills when travelling abroad.
17. Send Money Abroad: Axis Bank helps you set up an International Transfer Fund so
that you can send money to any foreign bank account from any Axis Bank branches.
18. Send Money Abroad online: Axis Bank helps you set up an International Transfer
Fund so that you can send money to any foreign bank account from your Axis Bank
online.
19. Send Money to India: Seamless and convenient method to send money from any
foreign bank account to your Axis Bank account.

20. Insurance
Axis Bank offers various types of insurance products such as:
▪ Life Insurance: Choose any one of the life insurance schemes depending on your
financial requirements and ensure that the future of your loved ones is safe and secure.
▪ General Insurance: Apply for general insurance products to provide coverage to
your prized possessions such as your car, house, etc.
▪ Health Insurance: Health Insurance ensures that the cost of medication and
hospitalization is met in case you fall sick or injured so that you do not have to dip into
your savings to meet the expenses.
21. Investments
Some of the investment options offered by Axis Bank are: Investment is
traditionally defined as the "commitment of resources to achieve later benefits". If an
investment involves money, then it can be defined as a "commitment of money to receive
more money later". From a broader viewpoint, an investment can be defined as "to tailor
the pattern of expenditure and receipt of resources to optimise the desirable patterns of
these flows".
▪ Mutual Fund: Explore top performing mutual fund offered by Axis Bank and
invest as per your needs.
▪ Digital Gold: Invest in gold digitally without having to buy the yellow metal
physically.
2.14 Roles of Axis bank (in all India banks)
1. The Source of Funds:
The banks are financial institutions which mobilize funds from public and accept
as deposits. Since banking companies remain under the strict observation of so many
banking regulations of Government and the Reserve Bank of India, people have faith in
banks and they keep their savings or surplus money with them for their future needs. In
order to collect more and more deposits different banks, introduce many types of deposit
schemes to attract the customers. However, no deposit scheme can be formulated out of

the frame of allowed banking business. Banks also pay interest on the deposits as per the
policy of the bank under the guidelines of RBI.
2. Banks Help Develop Industry and Trade: A major portion of bank deposits is
utilized for grant loans to Industry and business houses big or small, Banks provide loans
for new industries, for expansion and diversification of existing industries and for any
type of business which is permitted as per banking regulations. It may be noted that banks
are prohibited to provide loans for speculative activities.
3. Financial Assistance to Agriculture: The agriculture field is a special field for

which government and RBI provide specific guidelines to banks for extending financial
help to Farm and Agricultural lending. As much as certain targets are fixed for banks in
the matter of Agricultural lending. The agriculture has been treated as a Priority Sector
and all the banks are required to lend a specified percentage of their net credits for
priority sector. The priority sector has been discussed in detail in a relevant portion of this
book.
4. Financial Help to General Public: The banks take do care of financial needs of
general public as well. Different banks prepare many types of schemes for giving loans to
common man. Although these schemes differ from bank to bank but their main thrust
revolves round a) Housing Loan Schemes, b) Education Loan, c) Consumer loans like Car
Loan d) Personal loan etc.
5. Financial Intermediation: For discussing the intermediator role of a bank we

shall have to understand what is intermediation? It is one who acts a go-between or a
mediator, a middleman, an agent, a broker. This meaning of intermediation is what that
has been explained in the Banking Dictionary by F.E. Perry. From this we derive that the
act of intermediation is that of a middleman.
(i) Risk of Intermediation: The intermediately role of banks involves certain risks
also. It is established fact that individuals (depositors) themselves will perhaps not lend
their money directly to any borrower and therefore banks use depositors’ money for
giving loans. In certain cases, there may be chances that the banks do not get the
repayment of loan given by them by the default of the borrower.

(ii) Liquidity Risk: For any reason if the repayment of a loan amount is not forthcoming it
adversely affects the liquidity position of banks. The intention of the borrower may be
good but the basis fact is he is not repaying the loan amount in time and therefore bank
has to bear the burden of the gap amount not received back by it.
6. Trust, Liquidity, Safety:

In fact, Banking is a Business of Trust, Liquidity, Safety, Secrecy and profitability.
In order to create a trust among the people and to retain it banks have to adhere to certain
banking regulations and certain principles for conducting their business.
7. Provides Information to Credit Reference Agencies:
In order to prevent credit frauds and financial health of customer’s certain

information is required by credit reference agencies which they obtain from bank
8. Service Quality—Customer Service:

When we talk about the quality of services it not only banks but every business
entity must keep the customer quality at top of their priorities. Some business houses
prominently display on their business premises “CUSTOMERSERVICE IS OUR
MOTTO”. Even Mahatma Gandhi’s teachings guide us that the customer is our God. It is
therefore clear that banks must maintain high level of customer services particularly when
banking is essentially a transaction-oriented business that too transactions relating to
money and finance where no laxity is tolerated by customers. While dealing in financial,
transactionsone needs a trusted, transparent and pleasant way of dealing. Customers
require a friendly, comfortable and congenial ambience.
9. Liquidity:
What is liquidity? It is an immediate capacity to meet one’s financial commitments.

The degree of liquidity depends upon the relationship between a company’s cash assets
plus those assets which can be quickly turned into cash, and the liabilities awaiting
payments, an ability to turn certain assets into the form of cash. Banks are required to
keep adequate balance between a bank invested funds (assets) and its financial resources
(liabilities).

CHAPTER–3
DATA ANALYSIS AND INTERPRETATION
Introduction
Analysis of data means studying the original material to discover the inherent
facts. The data are studied form as many angles as possible to explore the research data
has been collected and data analysis has been made the researcher can proceed of
essentially one, starting what the result show. The research data meaningful only being
analysed and interpreted. Result and finding are also called as Analysis and Interpretation.
This part of the report contains and allotment of tables, charts, graphs, and result of the
survey.
The analysis identifies the various factors that play a major role in determining
why there pendants go for particular brand. The analysis has also been made with
reference of factory affecting buying decisions them multinational factor to go for
particular brand. For the same table and graphs are used to interpret the findings in a
better manner. The occupation, income of the respondents is also recorded in order to
know the correlation between these features.

Table no: 3.1 Classification on the basis of gender.
Gender Number of respondents Percentage%
Male 35 70
Female 15 30
Total 50 100%
Source: Primary data
Figure no: 3.1 Classification of the respondent on the basis of gender.

Interpretation:
On the basis of above table 3.1 shows that classification on the basis of
gender. Out of 50 sample respondents, 35are Male and 15 are Female
respondents. Thus it is very much clear that, maximum number of respondents
is Male.
Table no: 3.2 Classification on the basis of marital status
Marital status Number of Respondents Percentage%
Married 40 80
Unmarried 10 20
Total 50 100%

Figure no: 3.2 Classification of the respondent on the basis of Marital
status

Interpretation
From the above table maximum before respondents are married. The above table
3.2 gives the information about the distribution of respondents on the basis of their
Marital status. Out of 50 sample respondents, 40 respondent’s
areMarriedand10respondentsareUnmarried.
Table no: 3.3 Classification on the basis of Education Qualification
Qualification Number of Respondents Percentage%
SSLC 0 0
PUC 10 20
Graduation 15 30
Post-graduation 25 50
Total 50 100%

Figure no: 3.3 Classification of the respondent on the basis of Education

Qualification
Interpretation
From the above table it is clear that the maximum number of respondent
are Post-graduation The above table3.3 shows the information about
distribution of respondents on the basis of Qualification. Out of 50 respondents,
zero respondents are SSLC, 10 respondents are PUC, 15respondents are
Graduation, 25 respondents are Post-graduation.
.
Table no:3.4 Classification on the basis of Occupation
Occupation Number of respondents Percentage%

Government employee 10 20
Profession 10 20
Businessman 22 44
Agriculturalist 8 16
Total 50 100%

Figure no: 3.4 Classification of the respondent on the basis of Occupation
Interpretation
From the above table maximum before respondents are Businessman The above
table3.4 gives the information above the distribution on the basis of their Occupation. Out of
50 respondents, 10 respondents are government employee,10 respondents are profession, 22
respondents are business man and 8 respondents are agriculturalist.
Table no 3.5 Classification on the basis of Name of the bank where you have your
account
Bank No. of Account Percentage%
ICICI 10 20%
HDFC 15 30%
Axis bank 15 30%
IDBI 5 10%
Yes bank 5 10%

Total 50 100%

Figure no: 3.5 Classification of the respondent on the basis of Name of the
bank
Interpretation
From the above table maximum before respondents are HDFC and AXIS Bank
Holders. The above table3.5 gives the information about the distribution on the basis of their
Name of the bank where you have your account Out of 50 respondents, 10 respondents are
having ICICI Bank account,15 respondents are HDFC Bank Account , 15 respondents are
AXIS Bank Account, 6 respondents are having IDBI Bank Account and 5 respondents are
Having YES Bank Account.
Table no : 3.6 Classification on the basis of Type of Account in the bank
Name of the
Account No account Percentage%
Savings
Account 10 20%
Current
Account 20 40%
salary Account 15 30%

NRI Account 5 10%
Total 50 100%

Figure no: 3.6 Classification of the respondent on the basis of Type of
Account
Interpretation:
From the above table maximum number of respondents are Current Account
Holders. The above table 3.6 gives the information about the distribution on the basis of
Type of Account in the bank. Out of 50 respondents, 10 respondents are Savings Account
Holders, 20 respondents are Current Account Holders, 15 respondents are salary Account and
8 respondents NRI Account Holder.
Table no 3.7 Classification on the basis Annual turnover of the Account
Annual Turnover Customers Percentage %
100000 - 500000 20 40%
500000 - 1000000 11 22%
1000000 -2000000 11 22%

2000000 - 4000000 8 16%
Total 50 100%
Figure no: 3.7 Classification of the respondent on the basis of Annual

turnover of the Account
Interpretation
From the above table maximum number of respondents is respondent’s are100000 -
500000 turnover customers. The above table 3.7 gives the information about the distribution
on the basis of Annual turnover of the Account. Out of 50 respondents, 20 respondents
are100000 - 500000 turnovers, 11 respondents are 500000 - 1000000 turnovers, 11
respondents are 1000000 - 2000000 turnovers, and 8 respondents are 2000000 to 4000000
turnover
Table no: 3.8 Classification on the basis Type of business are you occupied
Type of business Customers Percentage %
Agricultural based 8 16%
Industry 18 36%
Construction 11 22%

Education 7 14%
Others 6 12%
Total 50 100%
Source : Primary Source

Figure no: 3.8 Classification of the respondent on the basis of Type of
business
18
11
8
7
6
Interpretation:
From the above table maximum number of respondents is occupied
Industry, The above table 3.8 gives the information about the distribution on the
basis of their Occupation. Out of 50 respondents, 8 respondents are occupied
Agricultural based, 18 respondents are Industry occupied,11 respondents are
Construction related, 7 respondents are Education related and 6 respondents are
occupied others
Table no: 3.9 Classification on the basis Customers perception on Service
in Axis Bank
Disagree Neutral Agree Good Bad
Consumer's failure 12 14 12 10 19
Inability to repay 9 10 11 19 15

Banks internal rating 11 13 11 13 12
Inappropriate
rating from rating
agencies 12 15 10 10 12
Total 44 52 44 52 58

Figure no: 3.9 Classification of the respondent on the basis of Customers
perception on Service in Axis Bank
Interpretation
From the above table maximum number of respondents is say Bade of service. The
above table 3.9 gives the information about the distribution on the basis of their Customers
perception on Service in Axis Bank. Out of 50 respondents, resaves 250 type of answers, 44
answers are disagree of service, 52 answers are Neutral of service, 44 answers are Agree of
service, 52 answers are Good of service, 58 answers are Bade of service.
Table no 3.10 Classification on the basis If you use Axis Bank account
Axis Bank account Customers Percentage %
Yes 45 90%
No 5 10%

Total 50 100%
Figure no: 3.10 Classification of the respondent on the basis of use Axis
Bank account
Interpretation
From the above table maximum number of respondents using AXIS bank
Account The above table 3.10 gives the information about the distribution on
the basis of their use Axis Bank account. Out of 50 respondents, 45 respondents
using AXIS bank Account and 5 respondents are not using axis bank account.
Table no: 3.11 Classification on the basis Axis bank serves Satisfaction
level
Satisfaction level Customers Percentage %
Good 25 50%
Moderate 10 20%

Bade 15 30%
Total 50 100%

Figure no: 3.11 Classification of the respondent on the basis of Axis bank
serves Satisfaction
Good Moderate Bade

30%
50%
20%
Interpretation
From the above table maximum number of respondents is say
Good serves The above table 3.11 gives the information about the distribution
on the basis of their Axis bank servers Satisfaction level. Out of 50
respondents, 25 respondents are say Good, 10 respondents say Moderate, and
15 respondents say Bade serves.
Table no :3.12 Classification on the basis How did you come to know about Axis
Bank
know about Axis Bank customers Percentage%
Advertisement 18 36%
News 6 12%

Friends 21 42%
Others 5 10%
Total 50 100%

Figure no: 3.12 Classification of the respondent on the basis of How did you come to
know about Axis Bank
Percentage%
customers
0 10 20 30 40 50 60
Total Others Friends News Advertisement
Interpretation
From the above table maximum number of respondents are know the
Axis bank through Friends The above table 3.12 gives the information about
the distribution on the basis of their How did you come to know about Axis
Bank. Out of 50 respondents, 18 respondents are known through
advertisement,6 respondents are known through news, 21 respondents are
known through friends and 8 respondents know through others
Table no 3.13 Classification on the basis Purpose of using Axis Bank Account
Purpose of using Customers Percentage%
serves 20 40%
Customer friendly 15 30%
verity of product 15 30%

Total 50 100%

Figure no: 3.13 Classification of the respondent on the basis of using Axis Bank
Account
Interpretation
From the above table maximum number of respondents is using Axis Bank Account for
serves purposeTheabovetable3.13givestheinformationaboutthedistributiononthebasisoftheir
Purpose of using Axis Bank Account. Out of 50 respondents, 20 respondents are using for
serves purpose, 15 respondents are using for customer friendly purpose and 15 respondents
are using for verity of product purpose
Table no 3.14 Classification on the basis Axis Bank Help to improve the money
management
Money Management Customers Percentage%
Agree 41 82%
Disagree 9 18%
Total 50 100%


Figure no: 3.14 Classification of the respondent on the basis of Axis Bank
Help to improve the money management
60
50
40
30
20
10
0
Agree Disagree Total
customers Percentage%
Interpretation:
From the above table maximum number of respondents is say it Help to improve the
money. The above table 3.14 gives the information about the distribution on the basis of
them improves the money management. Out of 50 respondents, 41 respondents are say it
Help to improve the money management and 9 respondents are say it disagree to improve the
money management.
Tableno3.15 Classification on the basis objective to Opening Account in The

Axis Bank
Objective Customers Percentage%
Securing the customer Data 22 44%
Secured Lockers facility 10 20%

Offers and Discounts 18 36%
Total 50 100%
Sources of data: primary data

Figure no: 3.15 Classification of the respondent on the basis of Axis Bank
Help to improve the money management
coustmours Percentage%
60 120%
50 100%
40 80%
30 60%
20 40%
10 20%
0 0%
Securing the Secured Lokers Offers and Total
customer Data facility Discounts
Interpretation:
From the above table it is clear that the maximum number of respondents
is say Securing the customer Data. The above table 3.15 shows the information about
distribution of respondents on the basis of objective to Opening Account in The Axis Bank.
Out of 50 respondents, 22 respondents say securing the customer Data, 10 respondents say
Secured lockers facility, and 18 respondents say Offers and Discounts
Table no 3.16 Classification on the basis Comparison to other bank how would
you Rate Axis Bank
Rate Axis Bank Customers Percentage%
Excellent 10 20%
Good 19 38%

Average 12 24%
Poor 6 12%
Can’t say 3 6%
Total 50 100%

Figure no: 3.16 Classification of the respondent on the basis of Comparison
to other bank how would you Rate Axis Bank
20
15
10
5
Customers
0
Percentage%
nt Customers
lle od ge
ce Go ra or y
Ex e Po sa
Av n’t
Ca
Interpretation
The above table 3 .16 shows the information about distribution of respondents on
the basis of Rate Axis Bank. Out of 50 respondents,10 respondents are gives excellent
rating, 19respondentsare gives good rating,12respondentsare gives average rating
a,6respondentsare gives poor rating and 3 respondents not say anything. From the above
table it is clear that the maximum number of respondents gives good rating.
Table no 3.17 Classification on the basis Axis Bank Service
Satisfaction level customers Percentage%
Satisfied 30 60%
Not satisfied 15 30%

Moderate 5 10%
Total 50 100%
Figure no: 3.16 Classification of the respondent on the basis Axis Bank
Service
Satisfied
Not satisfied
Moderate
Total
Interpretation:
The above table 3.17 shows the information about distribution of respondents on the
basis of Axis Bank Service. Out of 50 respondents, 30 respondents are satisfied, 15
respondents are not satisfied, and 5respondents are moderate. From the above table it is
clear that the maximum number of respondents is Satisfied.
CHAPTER – 4

4.1 Major Findings

4.2 Suggestion
4.3 Conclusion
CHAPTER– 4
MAJOR FINDINGS, SUGGESTIONS AND CONCLUSION
MAJOR FINDINGS

1) Form the table no 3.1 it was found that 70% of the respondent were male and the
remaining 30%was female.
2) Form the table no 3.2 was found that 80% of the respondent ware married and remaining
20% was unmarred
3) It was clear that 100% of the respondent were literate out of thus 100% , 20% were PUC ,
30% were under graduates 50% were post graduates
4) It was found that Out of 50 respondents, 20% respondents are government employee, 20%
respondents are profession, 44% respondents are business man and 16% respondents are
agriculture list.
5) In this case Out of 100% respondents, 20% respondents are using ICICI Bank account ,
30% of respondents are HDFC Bank Account , 30% respondents are AXIS Bank Account,
10% of the respondents are using IDBI Bank Account and 10% respondents are using YES
Bank Account,
6) Current account is the major account in which more number of the respondent are current
account holder out of 100%, 20% respondents areSavings Account Holders,40% respondents
are Current Account Holders, 30% respondents are salary Account and 10% respondents NRI
Account Holder.
7) It was clear that Annual turnover out of 100%, 40% of the respondent are 100000 to
500000 Annual turnover, 22% of the respondent are 500000to 1000000 turnover,22% of the
respondents are1000000 to 2000000 Annual turnover, and 16% of the respondents
are2000000 to 4000000 Annual turnover
8) It was found that Out of 100% respondents,16% respondents are occupiedAgricultural

based,36% respondents areIndustry occupied,22% respondents are Construction related, 14%
respondents areEducation related and 12% respondents are occupied others.
9) In this caseOut of 100% respondents, reeves 250 type of answers, 44 answers are disagree
of service, 52 answers are Neutral of service, 44 answers are Agree of service, 52 answers
are Good of service, 58 answers are Bad of service,

10) The main part of the project which is out of 100% of the respondent 90% of the
respondent using Axis bank account and remaining 10% are using other bank
11) In this case analysis the satisfaction level Out of 100% of the respondents, 50%
respondents are say Good, 20% respondents say Moderate, and 30% respondents say Bad
serves.
12) It was find that know about Axis Bank. Out of 100% respondents,36% respondents are
know through advertisement,12% respondents are know through news, 42% respondents are
know through friends and 10% respondents know through others.
13) It was find that Purpose of using Axis Bank Account Out of 100% of the
respondents40% of the respondents are using for serves purpose, 30% respondents are using
for customer friendly purpose and 30% respondents are using for verity of product purpose
14) In this case Out of 100% respondents 82% of the respondent say it help to improve the
money management and 18% respondents are say its disagree
15) Form the table no 3.15showstheinformationaboutdistributionofrespondentson the basis

of objective to Opening Account in The Axis Bank. Out of 100% respondents, 44% of the
respondents say Securing the customer Data, 20% of the respondents say Secured Lokers
facility, and 36% of the respondents say Offers and Discounts
16) In this case Rating of Axis Bank. Out of 100% respondents, 20% respondents are gives
excellent rating, 38%respondentsare gives good rating,24%respondentsare gives average
rating,12%respondentsare gives poor rating and 6% respondent not say anything.
17) In this case out of 100% of the respondents, 60% respondents are satisfied, 30%
respondentsarenot satisfied, and 10%respondentsare moderate for the satisfaction in service
SUGGESTIONS;
1) From the brief study about the project the suggestion to renew the service of the banking
is to update the methods and techniques with proper guidance

2) To give proper attention towards the customers problems
3) It was suggested that the management should functioning of the service
4) Another important suggestion is that for the management to make brand advertisements
regarding the products and services
5) To enhance speed in accessing the transactional activity because it play a vital role in
acquiring the customers.
6) To arrange some training programs for the customers regarding the product and services
and can taught about the usage.
7) The organization should retain the existing performance and should increase if possible to
do so.
CONCLUSION;
The study was started so as know whether the customers perception and satisfaction
With the Special Reference AXIS BANK in Shivamogga city. The project has been done on
the customers satisfaction With the Special Reference AXIS BANK in Shivamogga city. The
analysis was done based on the information collected in the form of questionnaire from the
customers of the bank. This has been done in Axis bank Shivamogga main branch The major
part of the analysis is based upon the percentage analysis. After a brief analysis few findings
were derived. Based on findings the suggestions and the conclusion were made. Thus the
report says that product and services by the axis bank was very useful and it was satisfying
the majority of the customers using it .moreover many people are interested in doing
transition with axis bank in the future .the report was very helpful for the bank to know how
the suggestions of the customer in the services of the axis bank.
REFERENCES;
Text books, referred Journals and articles.

1) Krishna Reddy Customers Perception On E-Banking Services Of Axis Bank (2019)June

2019, Volume 6, Issue 6www.jetir.org (ISSN-2349-5162)
2) Jyotsana Sharma:(2015)An Analysis of Factors Contributing to Job Satisfaction among

Bank Employees: A Case Study of Axis Bank in Rajasthan
3) Hiremath (2011)Impact Of Financial Risk Management Measures On Financial

Performance Of A Bank – Case Of Axis Bank
4) Samar Mondal (2015) Analysis Of Profitability & Operational Efficiency Of Axis Bank
Ltd. Samar Mondal Sikkim Manipal University Registration No. 511010737, Lc No 02737
Pag
5) Sai Vinod: 3 rd International Conference on Economic Growth and Sustainable

Development: Emerging Trends November 10-11, 2017, Mysuru, India
6) Parimal Kr. Sen: Customer Perception of Brand Image through Promotional Campaign: an
Exploratory Study on Selected Banks in India Pacific Business Review International Volume
7, Issue 12, June 2015
7) Research Scholar, Department of Commerce, Loyolla College, Chennai A Study on

Customer Perception towards Internet Banking ISSN 2394-6407(Print)Volume 4, Issue 1,
January – March 2017 ISSN 2394-6415(Online)
8) Leepsa and Ranjit Singh: Contribution of Bancassurance on the Performance of Bank: A

Case Study of Acquisition of Shares in Max New York LifeInsurance by Axis BankLeepsa
and Singh, J Bus Fin Aff 2017, 6:3 DOI: 10.4172/2167-0234.1000283
9) DeLong GL (2001) Stockholder Gains from Focusing Versus Diversifying Bank
Mergers. Journal of Financial Economics 59: 221-

252.
www.axisbank.com
www.bankingindustry.com

www.moneycontrol.com
www.axisbankwikipedia.com
QUESTIONNAIRES

Dear Sir/Madam,
I am Girish M. Pursuing M.com, 4th semester, at Akshara Institute of Management

Studies Shivamogga. As a part of my academic programme, I have under taken the project
report titled “A Study on customer Perception and Satisfaction towards of services
provided by AXIS bank (with special reference to Shimogga City ” I kindly request you
to spare few minutes to answer this questionnaire and I ensure the information provide by
you will be kept confidential an used only for academic purpose.
your sincerely
Girish M
1. Name:______________________________________
2. Age :______________________________________
3. Gender:
a. Male [ ]
b. Female [ ]
4. Marital status:
a. Married [ ]
b. Unmarried [ ]
5. Qualification:
a. SSLC [ ]
b. PUC [ ]
c. Graduation [ ]
d. Post-graduation [ ]
6. Occupation:
a. Government employee [ ]
b. Profession [ ]

c. Business man [ ]
d. Agriculturalist [ ]
e. Others specify [ ]
7. Name of the bank where you have your account
a) ICICI [ ]
b) HDFC [ ]
c) Axis bank [ ]
d) IDBI [ ]
e) Yes bank [ ]
8. What Type of Account there in the bank
a) Savings Account [ ]
b) Current Account [ ]
c) Salary Account [ ]
d) NRI Account [ ]
9. Annual Turnover of your account
a) 100000 To 500000 [ ]
b)500000 To 1000000 [ ]
c) 1000000 To 2000000 [ ]
d) 2000000 To 3000000 [ ]
e) 3000000 To 4000000 Above [ ]
10. WhatType of business are you occupied
a. Agricultural based [ ]
b. Industry [ ]
c. Construction [ ]
Disagree Neutral Agree Good Bad

Consumer's failure
Inability to repay
Banks internal rating
Inappropriate rating
from rating agencies
d. Education [ ]
e. Others [ ]
11. Customers perception on Service in Axis Bank
12. If you use Axis Bank account
a Yes [ ]
b No [ ]
13. Axis bank servers Satisfaction level
a Good [ ]
b Moderate [ ]
c Bad [ ]
14. How did you come to know about Axis Bank (can tick more than one
a Advertisement [ ]
b News [ ]
c Friends [ ]
d Others [ ]
15. Purpose of using Axis Bank Account
a. serves [ ]

b. Customer friendly [ ]
c. Varity of product [ ]
16. The Axis Bank Hapless to improve the money management
a. Agree [ ]
b. Disagree [ ]
17. According to your view what is the main objective to Opening Account in The Axis
Bank
a. Securing the customer Data [ ]
b. Secured Lookers facility [ ]
c. Offers and Discounts [ ]
18) In Comparison to other bank how would you Rate Axis Bank
a) Excellent [ ]
b) Good [ ]
c) Average [ ]
d) Poor [ ]
e) Can’t say [ ]
19) According to your view Axis bank Service
a) Satisfied [ ]
b) Not satisfied [ ]
c) Moderate [ ]
20) Your suggestion to promote digital payments.
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
___________________________________________________________________________
Date:
Place: Signature of respondent

Final Girish

Uploaded by

Copyright:

Available Formats

Final Girish

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Final Girish

Uploaded by

Copyright:

Available Formats

“A study on customer perception and satisfaction Towards of Services Provided

by AXIS BANK (with special References To Shivamogga City) ”

Akshara Institute of Management Studies, Shivamogga Page 1

Akshara Institute of Management Studies, Shivamogga Page 2

implementation of demonetization, leads the government to implement digital transactions.

Akshara Institute of Management Studies, Shivamogga Page 3

1.1 Objectives of the study

1.2 Scope of the Study

1.3 Statement of the problem

1.4 Limitations of the Study

Akshara Institute of Management Studies, Shivamogga Page 5

1.5 Research methodology

1.6 Sampling techniques

I. Simple random technique

Akshara Institute of Management Studies, Shivamogga Page 6

II. Data analysis tools

III. Ratio Analysis

The representative size can be 50 respondents to the questionnaire.

1.7 Review of Literature

Akshara Institute of Management Studies, Shivamogga Page 7

Akshara Institute of Management Studies, Shivamogga Page 8

Manjunath Service quality is considered a multi-attribute put up-the product of the

Akshara Institute of Management Studies, Shivamogga Page 9

Deepa NandhiniThe study analyses a study on customer satisfaction towards e- banking

Aluregowda The Study focuses on impact of Service Quality on Customer Satisfaction at

Akshara Institute of Management Studies, Shivamogga Page 10

Akshara Institute of Management Studies, Shivamogga Page 11

Akshara Institute of Management Studies, Shivamogga Page 12

Sagadevan The Study Focuses ‘Customer Relationship Management The approaches in

Akshara Institute of Management Studies, Shivamogga Page 14

1.8 Chapter scheme

Chapter Number Chapter Name

II Profile of the Axis Bank

III Data analysis and Interpretation

Major finding Suggestion and

Akshara Institute of Management Studies, Shivamogga Page 15

2.1 Meaning of bank

2.2 Definition Bank

2.3 Features of bank

2.4 Bank Classification in India

2.5 Reserve Bank of India RBI

2.6 Objectives of RBI

2.7 Functions of RBI

2.8 Banking Regulation

2.9 History of Axis Bank

2.10 Role of Axis Bank

2.11 Objectives of Axis Bank

2.12 organization structure of axis bank

2.13 Axis Bank - Products Offered & Banking Services

2.14 Roles of Axis bank (in all India banks)

Akshara Institute of Management Studies, Shivamogga Page 16

2.1 Meaning of bank

2.2 Definition Bank

2.3 Features of bank

1) Deals with money

Akshara Institute of Management Studies, Shivamogga Page 17

4) Withdrawal and payment facilities

Akshara Institute of Management Studies, Shivamogga Page 18

8) Branches at different locations

9) Bank can be a company or an individual providing banking services