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8/11/2019 Post Gradation Report
1/67
A
Summer Training Report
OnA COMPARATIVE ANALYSIS OF LOANS
AND CONSUMER AWARENESS OF
AXIS_BANK LTD AND HDFC BANK LTD.
Submitted under partial fulfillment of degree of
Maste !" B#s$%ess A&'$%$stat$!%
()*(+()*,
S#-'$tte& t! S#-'$tte& B/ Poonam vermaUSM0KUK MBA (Gen)
Sec-A Roll No !"
UNIVERSITY SCHOOL OF MANA1EMENT
KURUKSHETRA UNIVERSITY0
KURUKSHETRA
HARYANA+*23**45INDIA6
#
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PREFACE
Re$earc%&'or&in&management&i$&etremel*&important+for&it&give$&a clo$e vie'
of&t%e&real&bu$ine$$&'orld&and&bridge$&t%e&gap&bet'een&t%eor* 'or and&,practical&
no'ledge&.or&an*&finance&$tudent$&'%o&i$&$triving&to&perform&out$tanding+it
i$&of¶mount&importance&t%at&apart&form&t%eoret%ical&no'ledge&one&mu$t&al$o
gain&practical&no'ledgeT%i$&reall*&provided&me&an&opportunit*&to&demon$trate&m*
Abilit*in appl*ing t%eor*&to&practical&bu$ine$$&$ituation T%e&$tud*&undertaen&b* mei$
A COMPARATIVE ANALYSIS OF LOANS AND CONSUMER AWARENESS OF
AXIS_BANK LTD AND HDFC BANK LTD/
0n t%i$+0&%ave&tried&to&$tud*&t%e$e&product$&of&12.3&Ban&and&anal*$e& t%em& on& t%e&
ba$i$of&t%eir&popularit*&and&t%ere after&$tating$%ort&coming$&along&'it%&$ugge$tion$&
T%i$&report&al$o&cover$&a&$urve* conducted in Re'ari&to&no'&t%e&vie'$&of&
client$&of&12.3 ban0n&t%e&fort% coming page$&an&attempt&%a$&been&made&to&pre$ent
compre%en$ive report&concerning&different&a$pect$&of&m*&pro4ect
P!!%a' 7e'a
5
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ACKNOWLED1EMENT
Gratitude&i$¬&a&t%ing&of&epre$$ion+it&i$&more&matter&of&feelingT%ere&i$&al'a*$&a&$en$
e&of&gratitude&'%ic%&one&epre$$&to'ard$ ot%er$ for& t%eir%elpand $upervi$ion in ac%ieving
t%e goal$
0 acno'ledge Mr A$%a* Sac%de'a manger of &A60S Ban+ ra**a pun4ab for
providing&me&all&nece$$ar*&%elp and 0 al$o t%an$ to all t%e facult* member$
for&t%eir&cooperation
&
Above&all&no&'ord$&can&epre$$&m*&feeling$&to&m*&parent$+ friend$ all t%o$e per$on$
'%o&$upported&me&during&m*&pro4ect 0 am& al$o& t%anful& to& all& t%e re$pondent$ '%o$e
cooperation&7$upport& %a$& %elped& me& a& lot& in& collecting&nece$$ar*&information
P!!%a' Ve'a
"
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DECLARATION
0+ Poonam 8erma+ %ereb* declare t%at t%e 'or embodied in t%e pro4ect report 9ACOMPARATIVE ANALYSIS OF LOANS AND CONSUMER AWARENESS OF
AXIS_BANK LTD. AND HDFC BANK LTD/ 'a$ done b* me under t%e able $upervi$ion of
Mr A$%a* Sac%de'a (Relation$%ip Manager)+ A60S :T2 Ra**a Pun4ab
T%i$ pro4ect i$ done for t%e partial fulfillment of 2egree of Ma$ter of Bu$ine$$ Admini$tration
program of ;uru$%etra
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=
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EXECUTIVE SUMMARY
T%e&$tud*&undertaen&b* mei$A COMPARATIVE ANALYSIS OF LOANS AND
CONSUMER AWARENESS OF AXIS BANK LTD 8 HDFC_BANK LTD /
0n t%i$+ 0&%ave&tried&to&$tud*&t%e$e&product$&of&A60S&ban&and&anal*$e& t%em&on
t%e&ba$i$&of&t%eir&popularit*&and&t%ereafter&$tating $%ortcoming$&
along&'it%&$ugge$tion$T%i$&report&al$o&cover$&a&$urve* conducted&in&Ra**a Pun4ab to
no'&t%e&vie'$&of&client$&of&A60S ban
Ai$ Ban 'a$ t%e fir$t of t%e ne' private ban$ to %ave begun operation$ in #>>!+ after t%e
Government of 0ndia allo'ed ne' private ban$ to be e$tabli$%ed T%e Ban 'a$promoted 4ointl* b* t%e Admini$trator of t%e $pecified undertaing of t%e
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C
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CHAPTER *
INDUSTRY
PROFILE
>
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INTRODUCTION_
INDUSTRY PROFILE
T%e evolution of baning date$ bac to t%e earlie$t 'riting+ and continue$ in t%e pre$ent '%ere a
ban i$ a financial in$titution t%at provide$ baning and ot%er financial $ervice$ 3urrentl* t%e
term ban i$ generall* under$tood an in$titution t%at %old a baning licen$e Baning licen$e$ are
grated b* financial $upervi$ion aut%oritie$ and provide rig%t$ to conduct t%e mo$t fundamental
baning $ervice$ $uc% a$ accepting depo$it$ and maing loan$ T%ere are al$o financial
in$titution$ t%at provide certain baning $ervice$ 'it%out meeting t%e legal definition of a ban+ a
$o called non-ban Ban$ are $ub$et of t%e financial $ervice$ indu$tr*
Te Eorld Ban i$ derived from t%e 0talian banca+ '%ic% i$ derived from German and mean$
benc% T%e term$ banrupt and 9broe/ are $imilarl* derived from Baca rotta+ '%ic% refer to an
out of bu$ine$$ ban+ %aving it$ benc% p%*$icall* broen Mone*lender$ in Nort%ern 0tal*
originall* did bu$ine$$ in open area$+ or big open room$+ 'it% eac% lender 'oring fro %i$ o'n
benc% or table
A ban generate$ profit$ from tran$action fee on financial $ervice$ or t%e intere$t $pread on
recour$e$ it %old in tru$t for client$ '%ile pa*ing t%em intere$t on t%e a$$et
T%e 0ndian baning can be broadl* categoriFed into nationaliFed (government o'ned)+ private
ban$ and $pecialiFed baning in$titution$ T%e Re$erve Ban of 0ndia act$ a centraliFed bod*
monitoring an* di$crepancie$ and $%ortcoming in t%e $*$tem Since t%e nationaliFation of ban$
in #>>+ t%e public $ector ban$ or t%e nationaliFed ban$ %ave acuired a place of prominence
and %a$ $ince t%en $een tremendou$ progre$$ T%e need to become %ig%l* cu$tomer focu$ed %a$
forced t%e $lo'-moving public $ector ban$ to adopt a fa$t trac approac% T%e unlea$%ing of
product$ and $ervice$ t%roug% t%e net %a$ galvaniFed pla*er$ at all level$ of t%e baning and
financial in$titution$ maret grid to loo ane' at t%eir ei$ting portfolio offering 3on$ervative
baning practice$ allo'ed 0ndian ban$ to be in$ulated partiall* from t%e A$ian currenc* cri$i$
0ndian ban$ are no' uoting al %ig%er valuation '%en compared to ban$ in ot%er A$ian
countrie$ (viF 1ong ;ong+ Singapore+ P%ilippine$ etc) t%at %ave ma4or problem$ lined to %uge
Non Performing A$$et$ (NPA$) and pa*ment default$ 3o-operative ban$ are nimble footed in
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approac% and armed 'it% efficient branc% net'or$ focu$ primaril* on t%e H%ig% revenueI nic%e
retail $egment$
T%e 0ndian baning %a$ finall* 'ored up to t%e competitive d*namic$ of t%e Hne'I 0ndian
maret and i$ addre$$ing t%e relevant i$$ue$ to tae on t%e multifariou$ c%allenge$ of
globaliFation Ban$ t%at emplo* 0T $olution$ are perceived to be Hfuturi$ticI and proactive
pla*er$ capable of meeting t%e multifariou$ reuirement$ of t%e large cu$tomerI$ ba$e Private
Ban$ %ave been fa$t on t%e uptae and are reorienting t%eir $trategie$ u$ing t%e internet a$ a
medium T%e 0nternet %a$ emerged a$ t%e ne' and c%allenging frontier of mareting 'it% t%e
conventional p%*$ical 'orld tenet$ being 4u$t a$ applicable lie in an* ot%er mareting medium
T%e 0ndian baning %a$ come from a long 'a* from being a $leep* bu$ine$$ in$titution to a
%ig%l* proactive and d*namic entit* T%i$ tran$formation %a$ been largel* broug%t about b* t%e
large do$e of liberaliFation and economic reform$ t%at allo'ed ban$ to eplore ne' bu$ine$$
opportunitie$ rat%er t%an generating revenue$ from conventional $tream$ (ie borro'ing and
lending) T%e baning in 0ndia i$ %ig%l* fragmented 'it% " baning unit$ contributing to
almo$t =J of depo$it$ and J of advance$ 0ndian nationaliFed ban$ (ban$ o'ned b* t%e
government) continue to be t%e ma4or lender$ in t%e econom* due to t%eir $%eer $iFe and
penetrative net'or$ '%ic% a$$ure$ t%em %ig% depo$it mobiliFation T%e 0ndian baning can be
broadl* categoriFed into nationaliFed+ private ban$ and $pecialiFed baning in$titution$
T%e Re$erve Ban of 0ndia act$ a$ a centraliFed bod* monitoring an* di$crepancie$ and
$%ortcoming in t%e $*$tem 0t i$ t%e foremo$t monitoring bod* in t%e 0ndian financial $ector
T%e nationaliFed ban$ (ie government-o'ned ban$) continue to dominate t%e 0ndian baning
arena 0ndu$tr* e$timate$ indicate t%at out of 5C! commercial ban$ operating in 0ndia+ 55"
ban$ are in t%e public $ector and =# are in t%e private $ector T%e private $ector ban grid al$o
include$ 5! foreign ban$ t%at %ave $tarted t%eir operation$ %ere
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private counterpart$+ t%e co-operative ban$ too %ave inve$ted %eavil* in information tec%nolog*
to offer %ig%-end computeriFed baning $ervice$ to it$ client$
Earliest banks
T%e fir$t ban$ 'ere probabl* t%e religiou$ temple$ of t%e ancient 'orld+ and 'ere probabl*
e$tabli$%ed $ometime during t%e t%ird millennium B3 Ban$ probabl* predated t%e invention of
mone* 2epo$it$ initiall* con$i$ted of grain and later ot%er good$ including cattle+ agricultural
implement$+ and eventuall* preciou$ metal$ $uc% a$ gold+ in t%e form of ea$*-to-carr*
compre$$ed plate$ Temple$ and palace$ 'ere t%e $afe$t place$ to $tore gold a$ t%e* 'ere
con$tantl* attended and 'ell built A$ $acred place$+ temple$ pre$ented an etra deterrent to
'ould-be t%ieve$ T%ere are etant record$ of loan$ from t%e #Dt% centur* B3 in Bab*lon t%at
'ere made b* temple prie$t$Kmon$ to merc%ant$ B* t%e time of 1ammurabiI$ code+ baning
'a$ 'ell enoug% developed to 4u$tif* t%e promulgation of la'$ governing baning operation$,
Ancient Greece %old$ furt%er evidence of baning Gree temple$+ a$ 'ell a$ private and civic
entitie$+ conducted financial tran$action$ $uc% a$ loan$+ depo$it$+ currenc* ec%ange+ and
validation of coinage T%ere i$ evidence too of credit+ '%ereb* in return for a pa*ment from a
client+ a mone*lender in one Gree port 'ould 'rite a credit note for t%e client '%o could ?ca$%?
t%e note in anot%er cit*+ $aving t%e client t%e danger of carting coinage 'it% %im on %i$ 4ourne*
P*t%iu$+ '%o operated a$ a merc%ant baner t%roug%out A$ia Minor at t%e beginning of t%e =t%
centur* B3+ i$ t%e fir$t individual baner of '%om 'e %ave record$ Man* of t%e earl* baner$
in Gree cit*-$tate$ 'ere 9metic$/ or foreign re$ident$ Around "C# B3+ Pa$ion+ a $lave+
became t%e 'ealt%ie$t and mo$t famou$ Gree baner+ gaining %i$ freedom and At%enian
citiFen$%ip in t%e proce$$
T%e fourt% centur* B3 $a' increa$ed u$e of credit-ba$ed baning in t%e Mediterranean 'orld0n Lg*pt+ from earl* time$+ grain %ad been u$ed a$ a form of mone* in addition to preciou$
metal$+ and $tate granarie$ functioned a$ ban$ E%en Lg*pt fell under t%e rule of a Gree
d*na$t*+ t%e Ptolem*I$ (""-"5" B3)+ t%e numerou$ $cattered government granarie$ 'ere
tran$formed into a net'or of grain ban$+ centraliFed in Aleandria '%ere t%e main account$
from all t%e $tate granar* ban$ 'ere recorded T%i$ baning net'or functioned a$ a trade credit
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S*$tem in '%ic% pa*ment$ 'ere effected b* tran$fer from one account to anot%er 'it%out mone*
pa$$ing
0n t%e late t%ird centur* B3+ t%e barren Aegean i$land of 2elo$+ no'n for it$ magnificent
%arbor and famou$ temple of Apollo+ became a prominent baning center A$ in Lg*pt+ ca$%
tran$action$ 'ere replaced b* real credit receipt$ and pa*ment$ 'ere made ba$ed on $imple
in$truction$ 'it% account$ ept for eac% client Eit% t%e defeat of it$ main rival$+ 3art%age and
3orint%+ b* t%e Roman$+ t%e importance of 2elo$ increa$ed 3on$euentl* it 'a$ natural t%at t%e
ban of 2elo$ $%ould become t%e model mo$t clo$el* imitated b* t%e ban$ of Rome
Ancient Rome perfected t%e admini$trative a$pect of baning and $a' greater regulation of
financial in$titution$ and financial practice$ 3%arging intere$t on loan$ and pa*ing intere$t on
depo$it$ became more %ig%l* developed and competitive T%e development of Roman ban$ 'a$
limited+ %o'ever+ b* t%e Roman preference for ca$% tran$action$ 2uring t%e reign of t%e Roman
emperor Gallienu$ (5-5D 3L)+ t%ere 'a$ a temporar* breado'n of t%e Roman baning
$*$tem after t%e ban$ re4ected t%e flae$ of copper produced b* %i$ mint$ Eit% t%e a$cent of
3%ri$tianit*+ baning became $ub4ect to additional re$triction$+ a$ t%e c%arging of intere$t 'a$
$een a$ immoral After t%e fall of Rome+ baning 'a$ abandoned in Ee$tern Lurope and did not
revive until t%e time of t%e cru$ade$
1LOBAL BANKIN1
0n t%e #>C$+ a number of $maller cra$%e$ tied to t%e policie$ put in place follo'ing t%e
depre$$ion+ re$ulted in deregulation and privatiFation of government-o'ned enterpri$e$ in t%e
#>D$+ indicating t%at government$ of indu$trial countrie$ around t%e 'orld found private-$ector
$olution$ to problem$ of economic gro't% and development preferable to $tate-operated+ $emi-
$ociali$t program$ T%i$ $purred a trend t%at 'a$ alread* prevalent in t%e bu$ine$$ $ector+ large
companie$ becoming global and dealing 'it% cu$tomer$+ $upplier$+ manufacturing+ and
information center$ all over t%e 'orld
Global baning and capital maret $ervice$ proliferated during t%e #>D$ and #>>$ a$ a re$ult of
a great increa$e in demand from companie$+ government$+ and financial in$titution$+ but al$o
becau$e financial maret condition$ 'ere buo*ant and+ on t%e '%ole+ bulli$% 0ntere$t rate$ in t%e
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'a* into t%e financial $ervice communit*+ offering competition to e$tabli$%ed ban$ T%e main
$ervice$ offered included in$urance$+ pen$ion+ mutual+ mone* maret and %edge fund$+ loan$ and
credit$ and $ecuritie$ 0ndeed+ b* t%e end of 5# t%e maret capitaliFation of t%e 'orldI$ #=
large$t financial $ervice$ provider$ included four nonban$
0n recent *ear$+ t%e proce$$ of financial innovation %a$ advanced enormou$l* increa$ing t%e
importance and profitabilit* of nonban finance Suc% profitabilit* prior* re$tricted to t%e
nonbaning indu$tr*+ %a$ prompted t%e Office of t%e 3omptroller of t%e 3urrenc* (O33)to
encourage ban$ to eplore ot%er financial in$trument$+ diver$if*ing ban$ bu$ine$$ a$ 'ell a$
improving baning economic %ealt% 1ence+ a$ t%e di$tinct financial in$trument$ are being
eplored and adopted b* bot% t%e baning and nonbaning indu$trie$+ t%e di$tinction bet'een
different financial in$titution$ i$ graduall* vani$%ing
TYPES OF BANKS
1ENERATION BANKIN1
T%e liberaliFe polic* of Government of 0ndia permitted entr* to private $ector in t%e baning+
t%e indu$tr* %a$ 'itne$$ed t%e entr* of nine ne' generation private ban$ T%e ma4or
differentiating parameter t%at di$tingui$%e$ t%e$e ban$ from all t%e ot%er ban$ in t%e 0ndian
baning i$ t%e level of $ervice t%at i$ offered to t%e cu$tomer 8erif* t%e focu$ %a$ al'a*$ been
centered around t%e cu$tomer Q under$tanding %i$ need$+ preempting %im and con$euentl*
delig%ting %im 'it% variou$ configuration$ of benefit$ and a 'ide portfolio of product$ and
#=
()**+()*2
State Ban of 0ndia and A$$ociate$ =
NationaliFed Ban$ #>
2ome$tic Private Sector Ban$ 5=
Ne' 2ome$tic Private Sector Ban$ >
.oreign Ban$ #
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$ervice$ T%e$e ban$ %ave generall* been e$tabli$%ed b* promoter$ of repute or b* H%ig% valueI
dome$tic financial in$titution$ T%e popularit* of t%e$e ban$ can be gauged b* t%e fact t%at in a
$%ort $pan of time+ t%e$e ban$ %ave gained con$iderable cu$tomer confidence and con$euentl*
%ave $%o'n impre$$ive gro't% rate$ Toda*+ t%e private ban$ corner almo$t four per cent $%are
of t%e total $%are of depo$it$ Mo$t of t%e ban$ in t%i$ categor* are concentrated in t%e %ig%-
gro't% urban area$ in metro$ (t%at account for approimatel* CJ of t%e total baning
bu$ine$$) Eit% efficienc* being t%e ma4or focu$+ t%e$e ban$ %ave leveraged on t%eir $trengt%$
and competencie$ viF Management+ operational efficienc* and fleibilit*+ $uperior product
po$itioning and %ig%er emplo*ee productivit* $ill$
T%e private ban$ 'it% t%eir focu$ed bu$ine$$ and $ervice portfolio %ave a reputation of being
nic%e pla*er$ in t%e indu$tr* A $trateg* t%at %a$ allo'ed t%e$e ban$ to concentrate on fe'
reliable %ig% net 'ort% companie$ and individual$ rat%er t%an cater to t%e ma$$ maret T%e$e
'ell-c%aled out integrate$ $trateg* plan$ %ave allo'ed mo$t of t%e$e ban$ to deliver
$uperlative level$ of per$onaliFed $ervice$ Eit% t%e Re$erve Ban of 0ndia allo'ing t%e$e
ban$ to operate CJ of t%eir bu$ine$$e$ in urban area$+ t%i$ $tatutor* reuirement %a$ tran$lated
into lo'er depo$it mobiliFation co$t$ and %ig%er margin$ relative to public $ector ban$
SERVICES TYPICALLY OFFERED BY BANKS
Alt%oug% t%e t*pe of $ervice$ offered b* a ban depend$ upon t%e t*pe of t%e ban and t%e
countr*+ $ervice$ provided u$uall* include
# 2irectl* tae depo$it$ from t%e general public and i$$ue c%ecing and $aving account$
5 :end out mone* to companie$ and individual$ ($ee mone*lender)
" .acilitate mone* tran$action$ $uc% a$ 'ire tran$fer and ca$%er$ c%ec$
! 3a$% 3%ec$
= 0$$ue credit card$+ ATM+ and debit card$ online baning
TYPES OF BANKS
T%ere are $everal different t*pe$ of ban$ including
# 3entral ban$ u$uall* control monetar* polic* and ma* be t%e lender of la$t re$ort in t%e
event of a cri$i$ T%e* are often c%arge 'it% controlling t%e mone* $uppl*+ including
#
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printing paper mone* Lample$ of central ban$ are t%e Luropean 3entral Ban and t%e
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#" Saving ban$ 'rite mortgage$ eclu$ivel*
#! Off$%ore ban$ are ban$ located in 4uri$diction$ 'it% lo' taation and regulation+ $uc%
a$ S'itFerland or t%e 3%annel 0$land$ Man* off$%ore ban$ are e$$entiall* private ban$
#=
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CHAPTER/ (
COMPANY
PROFILE
COMPANY PROFILE
#>
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ABOUT AXIS BANK
Ai$ Ban 'a$ t%e fir$t of t%e ne' private ban$ to %ave begun operation$ in #>>!+ after t%e
Government of 0ndia allo'ed ne' private ban$ to be e$tabli$%ed T%e Ban 'a$ promoted
4ointl* b* t%e Admini$trator of t%e $pecified undertaing of t%e J
T%e Ban$ Regi$tered Office i$ at A%medabad and it$ 3entral Office i$ located at Mumbai T%e
Ban %a$ a ver* 'ide net'or of more t%an D=" branc%e$ and Lten$ion 3ounter$ (a$ on "t%
une 5>) T%e Ban %a$ a net'or of over "C5" ATM$ (a$ on "t% une 5>) providing 5! %r$
a da* baning convenience to it$ cu$tomer$ T%i$ i$ one of t%e large$t ATM net'or$ in t%e
countr*
T%e Ban %a$ $trengt%$ in bot% retail and corporate baning and i$ committed to adopting t%e
be$t indu$tr* practice$ internationall* in order to ac%ieve ecellence
PROMOTERS
Ai$ Ban :td %a$ been promoted b* t%e large$t and t%e be$t .inancial 0n$titution of t%e countr*+
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Lr$t'%ile
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Of it?- B*&1&Eill$&7&&Bogan
?A&baner&of&ban&i$&a&per$on+&a&firm+&or&a&compan*&%aving&a&place&of&
bu$ine$$&'%ere&credit$&are&opened&b*&depo$it$&or&collection&of&mone*&orcurrenc*&or&'%
ere&mone*&i$&advanced&and&'aned-&B*&.indla*&S%era$
T%u$&A&ban&&
Accept&depo$it$&of&mone*&from&public+
Pa*$&intere$t&on&mone*&depo$ited&'it%&it+
Repa*$&t%e&amount&on&demand+
Allo'&t%e&mone*&depo$ited&to&be&'it%&dra'n&b*&c%eue&or&draft Origin&of&'ord&ban
T%e&origin&of&t%e&'ord&ban&i$&$%rouded&in&m*$ter*&According&to&one&vie'&
point&t%e&0talian&bu$ine$$&%ou$e&carr*ing&on&crude&from&of&baning&'ere
called&banc%i&banc%eri?&According&to&anot%er&vie'point&baning&i$&derived
from&German&'ord&?branc?&'%ic%&mean&%eap&or&mound&0n&Lngland+&t%e
i$$ue&of&paper&mone*&b*&t%e&government&'a$&referred&to&a$&a&rai$ing&a
Ban$&
ORI1IN OF BANKIN1/
0t$&origin&in&t%e&mo$t&$imple$t&form&can&be&traced&to&t%e&origin&of&aut%entic
%i$tor*&After&recogniFing&t%e&benefit&of&mone*&a$&a&medium&of&ec%ange+
t%e&importance&of&baning&'a$&developed&a$&it&provide$&t%e&$afer&place to
$tore&t%e&mone*&T%i$&$afe&place&ultimatel*&evolved&in&to&financial&in$ti
tution$&t%at&accept$&depo$it$&and&mae&loan$&ie&modern&commercial&ban$
BANKIN1 SYSTEM IN INDIA
55
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A&%i$torical&per$pective&
Ee&can&identif*&t%ere&di$tinct&p%a$e$&in&t%e&%i$tor*&of&0ndian&baning&
# Larl*&p%a$e&fromCD-#>>
5 NationaliFation&of&ban$&and&up&to>>#&prior&to&baning&$ector&reform$
" Ne'p%a$e&of&0ndian&baning&'it%&t%e&advent&of&financial&baning
Baning&in&0ndia&%a$&it$&origin&a$&earl*&or&vedic&period0t&i$&believed&t%at
t%e&tran$ition$&from&man*&lending&to&baning mu$t&%ave&occurred&even&
befor&Manu+ t%e&great&1indu&furrie$t+'%o&%a$&devoted&a&$ection&of&%i$&'or
to&depo$itand&advance$&and&laid&do'n&rule$&relating&to&t%e&rate&of&intere$t
2uring&t%e&mogul&period+ t%e&indigenou$&baner&pla*ed&a&ver*&important&role
in&lending&mone*&&and&financing&foreign&trade&and&commerce
2uring&t%e&da*$&of&t%e&La$t&0ndia&compan*&it&'a$&t%e&turn&of&agenc*&
%ou$e&to&carr*&on&t%e&baning&bu$ine$$&
T%e&General&Ban&of&0ndia&'a$&t%e fir$t&4oint&$toc&ban&to&be&e$tabli$%ed&
in&t%e&*earCDT%e&ot%er'%ic%&follo'ed&'a$&t%e&Ban&of&1indu$tan&and&Bengal&Ban
&T%e&Ban&of&1indu$tan&i$&reported&to&%ave&continued&till&
#> E%ile&ot%er&t'o&failedin&t%e&meantime0n&t%e&fir$t&%alf&of&t%e>t%&
centur*&t%e&La$t&0ndia&3ompan*L$tabli$%ed&t%ere&ban$+
T%e&ban&of&Bengal&inD>+&t%e&Ban&of&Bomba*&inD!&and&t%e&Ban&
of&Bomba*&inD!"&T%e$e&t%ree&ban$&al$o&no'n&a$&t%e&Pre$idenc*&ban$'ere&t%e&inde
pendent unit$&and&functioned 'ell
T%e$e&t%ree&ban$&'ere&amalgamated&in>5&and&ne'&ban t%e0mperia=
Ba%_!"_I%&$a_as_esta-=$s9e&_!%(?t9_a%#a0 *4(*._W$t9_t9e_:ass$%"=T%e&3entral Office of RB0 i$ in
Mumbai and it control$ all t%e ot%er ban$ in t%e countr*
0n&t%e&'ae&of&$'ade$%i&movement&a&number&of&ban$&'it%&t%e&0ndian&
management&'ere&e$tabli$%ed&in&t%e&countr*&namel*+&Pun4ab&National&Ban&
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:td Banof0ndia:td+ Ban&of&Baroda&:td ai$ ban&:td&on>t%&ul*& #>>+
#!&ma4or&ban$&of&t%e&countr*&'ere&nationaliFed&and&on=t%&April& #>D+
&more&commercial&private&$ector&ban$&'ere&taen&over&b*&t%e&
Government
POSITON OF AXIS BANK
Ai$ Ban i$ one of t%e fa$te$t gro'ing ban$ in t%e countr* and %a$ an etremel* competitive
and profitable baning franc%i$e evidenced b* 3ompre%en$ive portfolio of baning $ervice$
including 3orporate 3redit+ Retail Baning+ Bu$ine$$ Baning+ 3apital Maret$+ Trea$ur* and
0nternational Baning
T9e P!s$t$!% as !% 2*st Ma;9 ()*2 as as #%&e/ +
-Balance S%eet SiFe R$ #+>+>>+# (Rs. In millions)
-Total 2epo$it$ R$ 5+=5#+!># (Rs. in millions)
-Net Advance$ R$ #+ >>+ # (Rs. in millions)
-0nve$tment$ R$ #+#""+CD# (Rs. In millions)
-Net'or of Branc%e$
and Lten$ion 3ounter$ #55
-Number of ATM$ "CCC
-Net NPA !5 J
-3apital Adeuac* Ratio #"C" J
A$s Ba% 9as $% :=a;e a s!#%& te;9%!=!
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Sound tec%nological platform 'it% centraliFed databa$e and operation$ enabling 5! C "=
HAn*'%ere BaningI+ in order to render t%e be$t cu$tomer $ervice to it$ == million cu$tomer
ba$e
MISSION AND VALUES
MISSION/
3
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OR1ANISATION STRUCTURE OF AXIS BANK
BOARD OF DIRECTORS
T1L MLMBLRS O. T1L BOAR2 ARL
5
CEO 8 C9a$'a%
L23orporate Baning
L23orporate Strateg*
L2Tec%nolog* 7
Bu$ine$$ Proce$$e$
'residentCredit
'resident!reasur
S'CapitalMarkets
'residentBusinessBanking
Co$pan
Secretar
ice 'residentSupportServices
S'*!
'residentCo$pliance
S'!reasur Ops
S'Corp BkngOps
'resident*ntl Bkng
'residentFin + Acct
'resident"etail Bkng
'residentFin + Acct
'resident*nsp + Audit
S''ro,ects
S'"isk
S'&egal
S'Advances
-onal .eads
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2r San4iv Mi$%ra3%airman
S%i%a S%armaM2 7 3LO
8R ;aundin*a2irector
8 Sriniva$anL2 3orporate Baning
Somnat% SenguptaL2 3orporate centre
S%ri RB: 8ai$%2irector
S%ri M8 Subbia%
2irector
S%ri ;N Prit%vira4
2irector
SERVICES OFFERED BY AXIS BANK
ACCOUNTS/
La$* Acce$$ Account
Prime Saving$ Account
Senior Privilege Account
Saving$ Account .or T%e Tru$tKNgo$ Segment
Smart Privilege Account
Priorit* Baning
Salar* Po'er
Po'er Salute Salar* Account$
Nri Service$
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2epo$it$
.ied 2epo$it
Recurring 2epo$it$
Lnca$% 5!
Ta Saver .ied 2epo$it
LOANS/
Po'er 1ome$
Per$onal Po'er
Po'er 2rive
A$$et Po'er (:ap)
:ea$e Rent 2i$counting
Stud* Po'er
:oan again$t Securitie$
Overdraft again$t Propert*
Rever$e Mortgage :oan
Medical Luipment
e'eller* :oan
3ard Po'er
3on$umer Po'er
T'o E%eeler :oan
WEALTH MANA1EMENT/
5INSURANCE INVESTMENT6
Ban a$$urance
General 0n$urance
:ife 0n$urance
.inancial Advi$or* Service$(Mutual .und)
Online Trading Service$
Gold 3oin$
0nve$tment Re$earc%
5D
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CARDS/
3redit 3ard$
Platinum 3redit 3ard
Gold and Silver 3redit 3ard 8ariant$
3orporate 3ard
Platinum 3orporate 3ard
Magnet Store 3ard
Ai$ Ban Sub%i$%a :o*alt* 3redit 3ard
Tru$t 3%emi$t Ai$ Ban 3redit 3ard
Ai$ Ban L$%op 3ard
Ai$ Ban Secured 3redit 3ardS%riram Ai$ Ban 3o-Branded 3redit 3ard
DEBIT AND PREPAID CARD PRODUCTS/
2ebit 3ard$
Ai$ Ban Travel 3urrenc* 3ard$
Ai$ Ban Meal 3ard
Ai$ Ban Gift 3ard
Re'ard$ 3ard Q An 0ntroduction
Annuit* 3ard Q An 0ntroduction
PAYMENTS/
Bill Pa*
Llectronic 3learing Service$
2irect Ta Pa*ment
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CHAPTER +2
RESERCH
METHODOLO1Y
RESEARCH METHODOLO1Y
OBECTIVES_OF_THE_STUDY
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To do comparative $tud* of retail loan$ provided b* A60S BAN; AN2 12.3 BAN;-
a) 1ou$ing loan
b) Per$onal loanc) Auto loan
To&$tud*&t%e con$umer a'arene$$of Ai$ Ban and 12.3 ban
SAMPLIN1 DESI1N/
Ta
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G%auri (55) $tated t%at $ample $iFe depend on t%e de$ired preci$ion from t%e e$timate
Preci$ion i$ t%e $iFe of t%e e$timating interval '%en t%e problem i$ one of e$timating a
population parameter T%i$ re$earc% $elect$ re$pondent$ a$ t%e $ample $iFe due to
limited of time b* a$ing t%em t%at t%e* are %aving an account in A60S ban and 12.3
ban due to t%e convenience in collecting t%e data T%e re$pondent$ can be of an*
gender+ an* income level+ an* occupation and an* education level
I% t9e :ese%t st#&0 2) ;#st!'es ea;9 !" A$s Ba% a%& HDFC Ba% ee se=e;te&
a%&!'= a%& ;!%st$t#te& t9e sa':=e !" t9e st#&
Sa':=$%< :=a%/
T%e data %a$ been collected b* vi$iting t%e t'o ban$ (A60S and 12.3)
S!#;es !" &ata/
T%e data i$ ba$icall* primar* in nature
0t 'a$ obtained from t%e cu$tomer$
Data C!==e;t$!% Met9!&/
Our communication approac% 'a$ ba$icall* $tructured ue$tioning+ t%at i$ per$onal intervie'
'it% t%e aid of printed ue$tionnaire$
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C9a:te+,
STUDY
OFTHE
TOPIC
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SAVIN1 ACCOUNT RE1ULAR SAVIN1 ACCOUNT
Eide net'or of branc%e$ and over t%ou$and ATM$ to meet all *our baning need$ no matter
'%ere *ou are located
Ban convenientl* 'it% facilitie$ lie Net Baning and Mobile Baning- c%ec *our account
balance+ pa* utilit* bill$ or $top c%eue pa*ment+ t%roug% SMS
Never over$pend- S%op u$ing *our0nternational 2ebit 3ardt%at reflect$ t%e actual balance in
*our $aving$ account
Per$onaliFed c%eue$ 'it% *our name printed on eac% c%eue leaf for en%anced $ecurit*
Tae advantage of Bill Pa*+ an in$tant $olution to all *our freuent utilit* bill pa*ment$
0n$truct for pa*ment over t%e p%one or t%roug% t%e 0nternet
Avail of facilitie$ lie Safe 2epo$it :ocer+ S'eep-0nand Super Saverfacilit* on *our account
.ree tran$action$ on SB0KAnd%ra Ban ATM$ per mont%
.ree Pa*able-at-Par c%eueboo+ 'it%out an* u$age c%arge$ up to a limit of R$=+ K- per
mont%
.ree 0n$taAlert$ for all account %older$ for lifetime of t%e account
.ree Pa$$boo facilit* available at %ome branc% for account %older$ (individual$
.reeLmail Statement facilit*
SAVIN1 PLUS ACCOUNT
.ree unlimited tran$action$ 3a$% 'it%dra'al and balance enuir*+ at all 12.3 Ban ATM$ 7
on an* ot%er Ban$ ATM u$ing *our 12.3 Ban 2ebit 3ard
.reeGold 2ebit 3ardfor primar* account %older for lifetime of t%e account Gold 2ebit 3ard
for ot%er account %older$ at R$ 5=K- pa
.reeEoman$ AdvantageK0nternational 2ebit 3ardfor all account %older$ for lifetime of t%e
account
.ree Pa*able-at-Par (PAP) c%eueboo+ 'it%out an* u$age c%arge$ up to a limit of # lac per
mont%V
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.ree 2emand 2raft$ on 12.3 Ban location$+ up to a limit of =+K- per da* at %ome
branc%
SelfKT%ird Part* 3a$% 2epo$itKEit%dra'al at non-%ome branc%e$+ up to R$ =+K- per da*
free Above R$ =+ a c%arge of R$ 5> per t%ou$and on t%e full amount 'ould be applicable
Optional $'eep out facilit* to tran$fer etra $aving$ to a .ied 2epo$it+ at t%e t%re$%old of
R$=+K-0n t%e event of t%e balance in Saving$ Ma account eceeding R$ =+K-+ t%e
amount in ece$$ of R$ =+K- 'ill be $'ept out in to a .ied 2epo$it 'it% a minimum value of
R$ 5=K- for a #*ear #da* period
.reeBill Pa*7 0n$taAlert$for all account %older$ for lifetime of t%e account
.ree Mont%l* Statement of Account
=J off on t%e :ocer rental for t%e #$t*ear onl*
.olio maintenance c%eue$ on 2emat account free for fir$t *eararg
.reeNational Llectronic .und$ Tran$ferfacilit*+Net Baning+ P%one Baning7 Mobile
Baning
.ree Pa$$boo facilit* available at %ome branc% for account %older$ (individual$)
.reeLmail Statement facilit*
SAVIN1 MAX ACCOUNT
.ree unlimited tran$action$ 3a$% 'it%dra'al and balance enuir*+ at all 12.3 Ban ATM$ 7
on an* ot%er Ban$ ATM u$ing *our 12.3 Ban 2ebit 3ard
.reeGold 2ebit 3ardfor primar* account %older for lifetime of t%e account Gold 2ebit 3ard
for ot%er account %older$ at R$ 5=K- pa
.reeEoman$ AdvantageK0nternational 2ebit 3ardfor all account %older$ for lifetime of t%e
account
.ree Pa*able-at-Par (PAP) c%eueboo+ 'it%out an* u$age c%arge$ up to a limit of # lac per
mont%V SelfKT%ird Part* 3a$% 2epo$itKEit%dra'al at non-%ome branc%e$+ up to R$ =+K- per
da* free Above R$ =+ a c%arge of R$ 5> per t%ou$and on t%e full amount 'ould be
applicable
Optional $'eep out facilit* to tran$fer etra $aving$ to a .ied 2epo$it+ at t%e t%re$%old of
R$=+K-0n t%e event of t%e balance in Saving$Ma account eceeding R$ =+K-+ t%e
"=
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amount in ece$$ of R$ =+K- 'ill be $'ept out in to a .ied 2epo$it 'it% a minimum value of
R$ 5=K- for a #*ear #da* period
.reeBill Pa*7 0n$taAlert$for all account %older$ for lifetime of t%e account
.ree Mont%l* Statement of Account
=J off on t%e :ocer rental for t%e #$t*ear onl*
.olio maintenance c%ue$ on 2emat account free for fir$t *eararg
.reeNational Llectronic .und$ Tran$ferfacilit*+Net Baning+ P%one Baning7 Mobile
Baning
.ree Pa$$boo facilit* available at %ome branc% for account %older$ (individual$)
.reeLmail Statement facilit*
FIXED DEPOSITS/+
RE1ULAR FIXED DEPOSIT
Potential to earn compound intere$t b* reinve$ting t%e principal amount along 'it% t%e intere$t
earned during t%e period
No penalt* for premature 'it%dra'al
.leibilit* in altering period of depo$it+ maturit* and pa*ment in$truction$+ principal amountand rollover mode before maturit* of t%e rollover depo$it
1ig%er rate of intere$t on .ied 2epo$it$ for Senior 3itiFen$
SUPER SAVER FACILITY
0t$ lie t'o Account$ 'oring in tandem to give *ou better return$
3%oo$e bet'een aSaving$ Accountand 3urrent Accountto lin to *our .ied 2epo$it
Avail an overdraft facilit* to $upplement *our %ou$e%old or bu$ine$$ need$
Pa* bac 'it% intere$t onl* on t%e dra'n amount+ '%ile t%e remaining .ied 2epo$it continue$
to earn *ou intere$t
.leibilit* in altering period of depo$it+ maturit* and pa*ment in$truction$+ principal amount
and rollover mode before maturit* of t%e rollover depo$it
"
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Senior citiFen$ en4o* a %ig%er rate of intere$t on t%eir .ied 2epo$it$
SWEEP+IN+FACILITY
3%oo$e bet'een a Saving$ Account or 3urrent Account to lin to *our .ied 2epo$it
Larn %ig%er intere$t on t%e mone* till it i$ $'ept-in+ '%ile t%e remaining .ied 2epo$it
continue$ to earn *ou intere$t
Onl* an eact amount reuired to mae up for t%e deficit in t%e Saving$ account i$ 'it%dra'n
from *our .ied 2epo$it (unit$ of Re #K-) t%ereb* minimiFing intere$t lo$$
Multiple depo$it$ can be lined to t%e Saving$ account
.leibilit* in altering t%e period of depo$it+ maturit* and pa*ment in$truction$+ principal
amount and rollover mode
ou can avail of bot%+ a Super$aver .acilit* a$ 'ell a$ a S'eep-0n .acilit* if *ou %ave lined
*our depo$it$ to a Saving$ .acilit*
Senior citiFen$ en4o* a %ig%er rate of intere$t on t%eir .ied 2epo$it$
Avail an 0nternational 2ebit cardand a .ree c%eue boo on *our S'eep-in Saving$ account
DEMAT ACCOUNT/+
12.3 BAN; i$ one of t%e leading 2epo$itor* Participant (2P) in t%e countr* 'it% over D :acdemat account$
12.3 Ban 2emat $ervice$ offer$ *ou a $ecure and convenient 'a* to eep trac of *our
$ecuritie$ and inve$tment$+ over a period of time+ 'it%out t%e %a$$le of %andling p%*$ical
document$ t%at get mutilated or lo$t in tran$it
12.3 BAN; i$ 2epo$itor* participant bot% 'it% -National Securitie$ 2epo$itorie$ :imited
(NS2:) and 3entral 2epo$itor* Service$ :imited (32S:)
Feat#es a%& Be%e"$ts
Settlement of Securitie$ traded on t%e ec%ange$ a$ 'ell a$ off maret tran$action$
S%orter $ettlement$ t%ereb* en%ancing liuidit*
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CHAPTER+>ANALYSIS
8
INTERPREATION
">
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COMPARISON WITH HDFC BANK
HOUSIN1 LOAN
C!%te%ts AXIS BANK LTD. HDFC
*.P#:!se 3on$truction
:and purc%a$e
Purc%a$e of %ou$e
:and purc%a$e and con$truction
Tae over from ot%er ban$
1
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*ear$
Profit 7 lo$$ AKc and balance
$%eet certified b* 3A
3omputation of income
Return for la$t "*ear$ certified b*
3A
0nformation of *our
bu$ine$$Kprofe$$ion form of
organiFation+ client$+ $upplier$ etc
T$t=e &!;#'e%ts T$t=e &!;#'e%ts
C!%st#;t$!% Re:a$
Ete%s$!%/
2etailed co$t e$timate of 'or
to be done
Approved map from competent
aut%orit*
F! P#;9ase/
3op* of allotment letter
Receipt of pa*ment alread*
made
Regi$tration 3ard
F! a==!t'e%t - C!!:eat$7e
H!#s$%< S!;$et Ass!;$at$!%
!" a:at'e%t C!%es/
Allotment letter
Member$%ip $%are certificate
3op* of agreement to $ell
Receipt of pa*ment made
3op* of broc%ure of %ou$ing
$c%eme
3op* of approved plan
3op* of title document$ in
favour of cooperative $ociet*K
F! a== a::=$;a%ts
Allotment letter
3op* of approved dra'ing$ of
propo$ed+ con$truction+ purc%a$e+
eten$ion
Agreement of $ale or $ale$ deed
2etailed co$t e$timate from
arc%itectKengineer for t%e propert*
to be purc%a$ed K con$truction K
etended K renovated
2etail$ of occupation for previou$
= *ear$
!#
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a$$ociationK builder
2. P!;ess$%
( eas / *2.2(
2 eas / *2
5"=at ate6
( W9ee=e L!a%
*)
5"=at ate6
3. Te%#e Ca L!a%
M$%./ * ea
Ma./
1!7t. e':=!ees /? eas
B#s$%ess'a% / >eas
( W9ee=e =!a%M$%. / * ea
Ma./ 2 eas
Ca L!a%
M$%./* ea
Ma. / > eas
( W9ee=e L!a%
M$%. / 3 eas
Ma. / 2 eas
?. L!a% A'!#%t Ca L!a%
St&. se t$'es !" a%%#a=
$%;!'e
( W9ee=e L!a%
4> !" ;!st ! M$%.
Rs.*>)))+
Ca L!a%
A== se)) :.'. $% ;ase !" (
9ee=e a%& Rs.3>))+ $%
;ase !" ;a =!a%.
4. Ne
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P!:et &ea=es
A
Ca L!a%
A== se
C!%;=#s$!%
3u$tomer $ati$faction in ca$e of Ai$ ban $eem$ to be %ig%er a$ compared to 12.3
ban T%i$ ma* be attributed to t%e fact t%at Ai$ ban %a$ a $tronger ATM net'or
'%ic% i$ 'ell maintained
!>
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CONSUMER AWARENESS OF HDFC BANK 8
AXIS BANK
J*. HOW DID YOU COME TO KNOW ABOUT THE BANK
Data Ta-=es
Res:!%seBa% F$e%&s A&s E9$-$t$!%s Ot9es
A$s Ba% *4 >( ? ((
HDFC -a% 2@ (2 *) (4
=
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I%te:etat$!% !" t9e Res:!%ses > 2@ ?
HDFC -a% 2) >> *>
=#
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I%te:etat$!% !" t9e Res:!%ses
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I%te:etat$!% !" t9e Res:!%ses
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I%te:etat$!% !" t9e Res:!%ses .ARE YOU SATISFIED WITH DEMATS ACCOUNT OF THE BANK
=!
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I%te:etat$!% !" t9e Res:!%ses >
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Res:!%seBa% ATM Net -a%$%< P9!%e -a%$%< M!-$=e
Ba%$% *) 2 (HDFC -a% 3> () *, *
I%te:etat$!% !" t9e Res:!%ses
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Res:!%seBa% E;e==e%t
536
> , 2 ( *
P!! 5)6
A$s Ba% *? ? , * * ) )
HDFC -a% *2 > @ 2 * ) )
I%te:etat$!% !" t9e Res:!%ses
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I%te:etat$!% !" t9e Res:!%ses
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I%te:etat$!% !" t9e Res:!%ses =>
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CONCLUSION
F$%&$%
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HOUSIN1 LOAN
Strengt%$
A$ in compari$on 'it% 12.3 ban intere$t rate of A60S ban i$ le$$ t%an intere$t rate of
12.3 ban
No prepa*ment penalt* i$ anot%er $trengt% of A60S ban in compari$on to 12.3
Eeane$$e$
More proce$$ing time a$ compared to 12.3
:e$$ loan limit
PERSONAL LOAN
Strengt%$
No prepa*ment penalt*
:e$$ proce$$ing time
:e$$ proce$$ing fee$
:e$$ intere$t rate$
Eeane$$e$
One 'eane$$ in per$onal loan in compari$on to 12.3 ban i$ loan limit loan limit i$
le$$ t%an loan limit of 12.3 ban per$onal loan
AUTO LOAN
Strengt%$
Proce$$ing fee$ i$ N0: in A60S ban '%erea$ 12.3 %a$ proce$$ing fee$ in auto loan
3ompetitive nature
3ompetitive proce$$ing time
#
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Eeane$$e$
0ntere$t rate$ are more compari$on to 12.3 ban
:oan limit i$ le$$ t%an loan limit provided b* 12.3 ban
Margin mone* i$ more t%an margin mone* provided b* 12.3 ban
CHAPTER+35
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SU11ESTATIONS
S#
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ban$ Ban$ can appoint $ome mareting eecutive$ for t%i$ purpo$e t%o$e '%o can
give information of maret or about ot%er ban$+ revi$ion of loan timel* $o t%at our
ban$ can revi$e it ver* $oon
") One of t%e ma4or 'eane$$ of A60S banI$ loan i$ proce$$ing time a$ toda* ever*
per$on i$ ver* bu$* %e canIt 'ait for more da*$ for taing loan So proce$$ing time can
be reduced onl* '%en t%e $anctioning aut%orit* i$ provided to branc% office$
!) Ai$ ban $%ould al$o provide it$ cu$tomer$ 'it% p%one baning and mobile baning
facilitie$
BIBLIO1RAPHY
!
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B$-=$!
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JUESTIONNAIRE ON CUSTOMER SATISFACTION
Na'e / Ba%/
*. J/_H!_&$&_!#_;!'e_t!_%!_a-!#t t9$s -a%
F$e%&s A&s E9$-$t$!% Ot9es
(. J/ W9!' &$& !# ;!%ta;t "$st $% t9e -a%
Maet$%< Ee;#t$7es Ba%;9 Ot9es
2. J/_W9$;9_"a;t!_:=as_a%_$':!ta%t_!=e_9$=e_!:e%$%
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>. J/ Ae !# sat$s"$e& $t9 DEMAT a;;!#%t !" t9e -a%
Yes N!
3 J/ W9$;9 !" "!==!$%< "a;$=$t$es D$e;t Ba%$%< C9a%%e=s 5DBC6 !# #se t9e
'!st
ATM Net Ba%$%< P9!%e Ba%$%