post gradation report

8/11/2019 Post Gradation Report

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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$&of&paramount&importance&t%at&apart&form&t%eoret%ical&no'ledge&one&mu$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

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ACKNOWLED1EMENT

Gratitude&i$&not&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&

5"


24/67

: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%!=!


25/67

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


26/67

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


27/67

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$

5C


28/67

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


29/67

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

5>


30/67

CHAPTER +2

RESERCH

METHODOLO1Y

RESEARCH METHODOLO1Y

OBECTIVES_OF_THE_STUDY

"


31/67

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


32/67

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$tionnaire$

"5


33/67

C9a:te+,

STUDY

OFTHE

TOPIC

""


34/67

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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35/67

.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$)


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

"=
http://www.hdfcbank.com/personal/payments/billpay/billpay.htmhttp://www.hdfcbank.com/personal/access/instaalerts/insta.htmhttp://www.hdfcbank.com/personal/payments/e-monies/emonies.htmhttp://www.hdfcbank.com/personal/access/netbanking/netbanking.htmhttp://www.hdfcbank.com/personal/access/phonebanking/phonebanking.htmhttp://www.hdfcbank.com/applications/misc/mobilebanking.asphttp://www.hdfcbank.com/applications/misc/mobilebanking.asphttp://www.hdfcbank.com/applications/misc/bannercounter/bannercounter.asp?banname=email_st_hotlink_savings_maxhttp://www.hdfcbank.com/personal/Cards/Credit_Cards/Gold_Credit_Card/cc_prm_gold.htmhttp://www.hdfcbank.com/personal/Cards/Debit_Cards/EasyShop_Womans_Advantage_Debit_Card/dc_women.htmhttp://www.hdfcbank.com/personal/payments/billpay/billpay.htmhttp://www.hdfcbank.com/personal/access/instaalerts/insta.htmhttp://www.hdfcbank.com/personal/payments/e-monies/emonies.htmhttp://www.hdfcbank.com/personal/access/netbanking/netbanking.htmhttp://www.hdfcbank.com/personal/access/phonebanking/phonebanking.htmhttp://www.hdfcbank.com/applications/misc/mobilebanking.asphttp://www.hdfcbank.com/applications/misc/mobilebanking.asphttp://www.hdfcbank.com/applications/misc/bannercounter/bannercounter.asp?banname=email_st_hotlink_savings_maxhttp://www.hdfcbank.com/personal/Cards/Credit_Cards/Gold_Credit_Card/cc_prm_gold.htmhttp://www.hdfcbank.com/personal/Cards/Debit_Cards/EasyShop_Womans_Advantage_Debit_Card/dc_women.htm


36/67

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$)


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

"
http://www.hdfcbank.com/personal/payments/billpay/billpay.htmhttp://www.hdfcbank.com/personal/access/instaalerts/insta.htmhttp://www.hdfcbank.com/personal/payments/e-monies/emonies.htmhttp://www.hdfcbank.com/personal/access/netbanking/netbanking.htmhttp://www.hdfcbank.com/personal/access/phonebanking/phonebanking.htmhttp://www.hdfcbank.com/applications/misc/mobilebanking.asphttp://www.hdfcbank.com/applications/misc/mobilebanking.asphttp://www.hdfcbank.com/applications/misc/bannercounter/bannercounter.asp?banname=email_st_hotlink_savings_maxhttp://www.hdfcbank.com/personal/accounts/savings_accounts/regular_savings_account/regular_acc.htmhttp://www.hdfcbank.com/personal/accounts/current_accounts/regular_current_account/regularcc_acc.htmhttp://www.hdfcbank.com/personal/payments/billpay/billpay.htmhttp://www.hdfcbank.com/personal/access/instaalerts/insta.htmhttp://www.hdfcbank.com/personal/payments/e-monies/emonies.htmhttp://www.hdfcbank.com/personal/access/netbanking/netbanking.htmhttp://www.hdfcbank.com/personal/access/phonebanking/phonebanking.htmhttp://www.hdfcbank.com/applications/misc/mobilebanking.asphttp://www.hdfcbank.com/applications/misc/mobilebanking.asphttp://www.hdfcbank.com/applications/misc/bannercounter/bannercounter.asp?banname=email_st_hotlink_savings_maxhttp://www.hdfcbank.com/personal/accounts/savings_accounts/regular_savings_account/regular_acc.htmhttp://www.hdfcbank.com/personal/accounts/current_accounts/regular_current_account/regularcc_acc.htm


37/67

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*

"C
http://www.hdfcbank.com/personal/accounts/fixed_deposits/super_saver_account/super_saver.htmhttp://www.hdfcbank.com/personal/cards/debit_cards/easyshop_international_debit_card/dc_int.htmhttp://www.hdfcbank.com/personal/accounts/fixed_deposits/super_saver_account/super_saver.htmhttp://www.hdfcbank.com/personal/cards/debit_cards/easyshop_international_debit_card/dc_int.htm


38/67


39/67

CHAPTER+>ANALYSIS

8

INTERPREATION

">


40/67

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


41/67

*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$

!#


42/67

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


49/67

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) >> *>

=#


52/67

I%te:etat$!% !" t9e Res:!%ses


53/67



54/67

I%te:etat$!% !" t9e Res:!%ses .ARE YOU SATISFIED WITH DEMATS ACCOUNT OF THE BANK

=!


55/67

I%te:etat$!% !" t9e Res:!%ses >


56/67

Res:!%seBa% ATM Net -a%$%< P9!%e -a%$%< M!-$=e

Ba%$% *) 2 (HDFC -a% 3> () *, *



57/67

Res:!%seBa% E;e==e%t

536

> , 2 ( *

P!! 5)6

A$s Ba% *? ? , * * ) )

HDFC -a% *2 > @ 2 * ) )



58/67



59/67

I%te:etat$!% !" t9e Res:!%ses =>


60/67

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$-=$!


66/67

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%$%< P9!%e Ba%$%

post gradation report

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