INTRODUCTION

1
INTRODUCTION TO THE TOPIC:

“A Comparative Study of Current Account of Axis Bank Ltd. With other Banks.”

Reason for selecting the topic:

1.) I am pursuing MMM (Master of Marketing Management), hence to supplement

my theoretical knowledge with practical experience. It is essential for every marketer

to know the potential of the market so I have chosen a project in market potential.

2) Since I have an interest in Banking and also pursuing specialization in marketing ,

I see my future bright in this sector.

3) By selecting the above topic , I got an opportunity to know more in detail about the

financial products & services provided by banks.

4) While benchmarking and doing competitive analysis, I came across different

classes of current account with their features.

2
EXECUTIVE
SUMMARY

3
 EXECUTIVE SUMMARY

OBJECTIVE :

The project was carried to find out the market scenario and the benchmarking of
current account product segment of AXIS BANK LTD. The study was carried to find
out AXIS BANK LTD. Ranking in the current account product segment in
comparison with competitors.

RESEARCH & METHODOLOGY:

Around 100 merchant establishments and business houses were being surveyed to
find out the feedback about the current account products. The survey was carried out
using questionnaire method.

FINDINGS:

Findings and recommendations were made on the basis of survey which was done
through questionnaire method. The main finding of this research is that Axis bank is
using hi technology in case of transaction, money transfer, internet banking and tele-
banking system and has wide market coverage with maximum numbers of satisfied
customers. The current study is an attempt to measure the various parameters as
perceived by the customers and to help the company in serving its customers in a
much better and efficient manner.

OBSERVATION:

Axis bank has to carry out extensive and focused program for market development
and penetrations. Bank should strengthen its sales force to achieve its desire target and
enhance the general merchant awareness as to the use of its product.

Product also need awareness among the customer about the benefits of using Axis
bank to be strengthen as supportive program keeping in view the profit portfolio
perspective.

Public exhibition like other banks had for their product, Axis bank may go for such
events in a big way to attract maximum number of customers.

4
CONCLUSION:

The conclusions derived on the basis of the project done were, Axis bank has good
market share in the field of saving account. As per the research HDFC bank is the
market leader of
Current account which determines the position of bank in the competitive market, So
Axis bank should focus more to target the customer in field of current account.

SAMPLE SIZE:

Sample size consists of 100 customers

SAMPLE AREA:

The sample area consists of Bund garden (Pune).

5
COMPANY PROFILE

6
HISTORY OF AXIS BANK

Axis Bank, previously called UTI Bank, was the first of the new private
banks to have begun operations in 1994, after the Government of India allowed new
private banks to be established. The Bank was promoted jointly by the Administrator
of the Specified Undertaking of the Unit Trust of India (UTI-I), Life Insurance
Corporation of India (LIC), General Insurance Corporation Ltd., National Insurance
Company Ltd., The New India Assurance Company, The Oriental Insurance
Corporation and United Insurance Company Ltd. UTI-I holds a special position in the
Indian capital markets and has promoted many leading financial institutions in the
country. Dr.P.J.Nayak was the Founder of Axis Bank served as the chief Managing
Director and was taken over the charges by Shikha Sharma In June 2009.

July 2007 ,UTI Re-branded itself as Axis Bank.

As on the year ended March 31, 2006 the Bank had a net worth of Rs. 2872.19 crore
with the public holding (other than promoters) at 56.65%. Net Profit for the year was
up 44.98% to Rs 485.08 crore.

At the end of April 2008, the Bank has a very wide network of more than 671 branch
offices and Extension Counters. The Bank has a network of over 2764 ATMs. The
Bank's Registered Office is at Ahmedabad and its Central Office is located at
Mumbai.

The Bank has a very wide network of more than 853 branches and Extension
Counters (as on 30th June 2009). The Bank has a network of over 3723 ATMs (as on
30th June 2009) providing 24 hrs a day banking convenience to its customers. This is
one of the largest ATM networks in the country.

7
CORE VALUE

a) Customer satisfaction through

 Providing qualities service effectively& efficiently.

 “Smile, it enhances your face value is a service quality stressed on.

 Periodic customer service audits

b) Maximization of stakeholder value

c) Success through Teamwork, Integrity and People.

8
PRODUCT PROFILE

9
PRODUCTS AND SERVICES OFFERED BY THE ORGANISTION

 Corporate Banking

 Personal Banking

 International Banking

 Treasury.

 Capital and Commodity Market

 NRI Services

 Online Banking

 Retail Assets and Liabilities

Normal Current Account

 Monthly Average Balance : 10,000

 At PAR Cheque Facility
 Inter city Cash Deposit (50,000 Instant Credit)
 Inter City Cash Withdrawal 1 Lakh Per Day
 Demand Draft & Pay Order Facility at Nominal Charges
 Instant Fund Transfer
 Account Statement through Courier and Email
 Internet Banking / Telebanking / Mobile Banking
 International Debit Cards
 Collection of Income Tax / other Direct Taxes

10
Business Advantage Account

 Monthly Average Balance : 25,000

 At PAR Cheque Facility
 Inter city Cash Deposit (75,000 Instant Credit)
 Inter City Cash Withdrawal 2 Lakhs Per Day
 10 DDs free up to Rs. 3 lacs per month & 3 POs per day free
 Free Fund Transfer : 10 Lakhs Per Month
 Account Statement through Courier and Email
 Internet Banking / Telebanking / Mobile Banking
 International Debit Cards
 Collection of Income Tax / other Direct Taxes

Business Classic Account

 Monthly Average Balance : 1 Lakh

 At PAR Cheque Facility
 Inter city Cash Deposit (2 Lakhs Instant Credit)
 Inter City Cash Withdrawal 3 Lakhs Per Day
 10 free DDs per day and 5 free POs per day
 Free Fund Transfer : 50 Lakhs Per Month
 Account Statement through Courier and Email
 Internet Banking / Telebanking / Mobile Banking
 International Debit Cards
 Collection of Income Tax / other Direct Taxes

11
Business Privilege Account

 Monthly Average Balance : 5 Lakh

 At PAR Cheque Facility
 Inter city Cash Deposit (2 Lakhs Instant Credit)
 Inter City Cash Withdrawal 3 Lakhs Per Day
 12 free DDs per day and 10 free POs per day
 Free Fund Transfer : 1.5 Crore Per Month
 Account Statement through Courier and Email
 Internet Banking / Tele-banking / Mobile Banking
 International Debit Cards
 Collection of Income Tax / other Direct Taxes

Channel One

 High end Current Account product with MAB of Rs. 10.00 Lacs with
following features:
 Designated Relationship Manager
 Doorstep Banking Facilities
 Cheque Protection Facility up to Rs. 50,000/-
 Free Anywhere Banking & Fund Transfers
 750 Transactions free per month
 Internet Banking / Tele-banking / Mobile Banking
 International Debit Cards
 Collection of Income Tax / other Direct Taxes
 Foreign Exchange Services

12
Business Global

 Zero MAB account for exporter / importer having valid Importer Exporter
Code (IEC)
 Export / Import Bill Collection: Rs 1000/bill
 Foreign Inward / Outward Remittance: Rs 100/bill & Rs 1000/bill
 Foreign DD Issue: Rs 100/DD
 Foreign Cheque Collections: Rs 100/Cheque
 Free home branch cash deposit upto Rs. 50000 per month
 Free AWB and FTF upto Rs. 25 lacs per month
 10 free DDs and 5 free POs per day

Current Account Club 50

 Half Yearly Average = Rs. 50 lacs (25 lacs in semi urban)

 Free Cash Deposit (Home Branch): 150 lakhs/month
 Free RTGS
 Free Funds Transfer
 Free AWB: 1200 transactions per month
 Free 1500 transactions per month

Add On Features

 Free Demand Drafts on non Axis bank locations:

o Clients under CLUB 50 would be provided free Demand Drafts on
Non Axis Bank locations upto Rs. 5 lacs value a month.
 Continuous Cheque Stationery with Hologram:

13
 o Continuous Cheque Stationery with Hologram shall be available for
CLUB 50 clients with added security of Hologram free of cost.
 Cash Management Services:
• Clients under CLUB 50 would be provided collections under CMS on
a Day 2 credit basis at NIL charges.
• Free Gold Plus Credit Card:
• To authorized signatories

Add On Features

 Tax Payments:
o Clients would enjoy the facility of pick up of tax challans from their
doorstep and delivery of acknowledged copy on following day.
 Complimentary Priority Banking Accounts:
o All authorized signatories would be enrolled for the priority-banking
program so that they can avail all the benefits offered to Priority
Banking customers including access to Business centers at Priority
Banking branches (for outstation clients)
 Magazines / Books:
o Clients would be offered free subscriptions for any one monthly /
fortnightly magazines on the following subjects: -
 Business / Interiors / Leisure & lifestyle
 Coffee Table Book
 Art and Culture / Wild life / Personalities

14
OBJECTIVES

15
 OBJECTIVE OF THE PROJECT

As it has been rightly said that “the main objective of a business organization is to get
the maximum profit growth in the future” so with this statement I set the objective of
my research as follows:-

 To study the product profile of the current account of Axis Bank in Pune.

 To rate the various attributes on the basis of their importance in banking sector
for the purpose of perception mapping-(a) customer service.
(b) Branch network

 To measure the satisfaction level of Axis Bank current account customer.

 To suggest area of improvement of current account of Axis Bank.

16
SCOPE OF WORK

17
 Scope of work

From the viewpoint of the organization.

 To improve its products and services in respect to other banks.

 To be able to attract the customer through better facilities

 To be able to analyze its drawbacks in respect to other banks.

 To be able to compare the different schedule charges for better prospect.

 To be able to draw further investment, through better customer survey.

 To develop the procedure to counter other banks in respect of current account

products.

 To invest more money in advertisement so that people are able to know about
the product of Axis bank.

 To be able to develop an aggressive policy like the foreign banks.

From the viewpoint of the researcher

 To get an overall view of the market.

 To be able to understand the constraints being faced by the banks.

 To analyze the market through proper understanding of the sample size so that
a proper framework is being develop.

18
 To be able to know the type of research to be used to help the bank to get the
proper result with the help of which they can understand the present scenario
and formulate their policy.
 To get a through knowledge of current account & banking sector.

RESEARCH
METHODOLOGY

19
 RESEARCH METHODOLOGY

It is a series of advance decisions that are taken together and comprises a

matter plan or model for the conduct of an investigation. All the items under
consideration in any field of enquiry constitute a universe or population. A
complete enumeration of all the items is known as ‘CENSUS SURVEY’.
Census enquiry is not possible in practice under any circumstances. Hence we often
select few items from the universe for our study purposes. The item so
constitutes a ‘SAMPLE’. The researcher must decide the way of selecting a
sample or what is popularly known as ‘SAMPLE DESIGN’.

SAMPLE DESIGN

Sample design is a define plan determined before any data are actually
collected for obtaining a sample from a given population. Sample can be either
Probability Samples or Non-Probability Samples.

For the purpose of the study an exploratory and descriptive research design
had been adopted.

Exploratory research design is used for collecting the information of company

background, benefits, customer’s expectations and growth etc….

20
Descriptive research design is used for analyzing different characteristics of current
account and their features which have been specially designed in order to meet or
fulfill the perception and expectation of different segments of business.

Current account features + their segmentation + Bank service.

The various parameters of sampling which are adopted in the study are as follows-

RESEARCH APPROACH

The approach, which was used, is the survey method. This method is commonly used
for data collection generally, if the research type is descriptive one. It includes
research instrument like questionnaire, either structured or unstructured.

SAMPLE FRAME

The elementary units or the group or cluster of such units may form the basis of
sampling process in which case they are called as sampling unit. A list containing all
such sampling unit is known as sampling frame. Sample frame taken for this research
were current account holder of private banks.

SAMPLING METHODS

Non-Probability sampling i.e. Convenience Sampling .I have divided the Pune

city into smaller areas , where by each areas represent a heterogeneous combinations
of various current account holder and the data of the current account holders was
provided to me by my Branch Sales Manager and other colleagues of the bank from
their Finaccle-ID.

21
SAMPLE SIZE

This refers to the number of the items to be selected from the universe to constitute a
sample. The size of the sample should neither be excessively large, nor too small. It
should be optimum. Sample size for this research was confined to 100 respondents.

SAMPLE AREA

The decision has to be taken concerning a sampling area before selecting a sample.
Sampling area may be geographical such as state, district, village etc. Sampling area
taken for this research was Bund Garden (Pune).

22
 THE RESEARCH PROCESS

Setting of objective
↓

Stating the area under study

↓
Designing the method of data collection

↓
Defining the sample size
↓

Collection of data
↓

Interpretation and analysis of collected data

↓
Deduction and conclusion

23
TYPE OF INFORMATION COLLECTED

 Expectations of consumers,

 Identifying areas, which need improvement.

SOURCES OF DATA COLLECTIONS

Both primary and secondary sources of data collections were utilized for
carrying out the market research.

PRIMARY DATA

This data can be collected through experiment or through survey.The collection of

primary data is very crucial as the company is looking forward to know the market
potential through customer preference. The various methods of primary data
collection is:-

 Through Questionnaire
1. Open ended questions
2. Multiple choice questions
3. Dichotomous

 Through Schedule interviews.

24
SECONDARY INFORMATION

Secondary data refers to the data, which have already been collected and
analyzed by someone-else. Usually published data are available in various
publications of the central government, state government and local government.

 Various publication of the foreign government,

 Trade journals,

 Books, Magazines,

 Various company publications

SECONDARY DATA

Secondary data was collected through various web sites of concerned companies,
journals and business magazines. Apart from these various books were referred to
collect the Secondary data.

25
 DATA ANALYSIS
AND
INTERPRETATION

26
 DATA ANALYSIS AND INTERPRETATION

THE BANKS SURVEYED FOR THE PROJECT

INDIAN BANKS FOREIGN BANKS

IDBI BANK STANDARD CHARTERED

ICICI BANK CITI BANK

HDFC ABN AMRO

AXIS BANK

ATTRIBUTES USED;

1. Branch network

2. Customer services

3. Satisfaction level

4. Ambience

5. Remittance charges

6. Direct channel banking

27
Procedure:

1. Questionnaire

2. Ranking of attributes on the basis of data collected.

3. Ranking the bank on the basis of the survey done.

4. Plotting the co-ordinates on the perception Map.

5. Observation

6. Inferences

28
1. CUSTOMERS MAINTAINING MINIMUM MONTHLY
BALANCE
RS. 10000/- AND ABOVE.

The customers on enquiring about maintaining a minimum balance of Rs.10000 and

more , the following results were obtained:

YES 63
NO 37

NO
37%
YES
NO
YES
63%

INFERENCE:

This data shows that 63% of the customers prefer maintaining a minimum balance of
Rs.10000 in their accounts.

29
2. CUSTOMERS HAVING CURRENT ACCOUNT WITH OTHER
BANKS

The customers were enquired whether they have other current account lying with
other private banks too-

YES 53
NO 47

NUMBER OF CUSTOMERS WITH OTHER BANK’S CURRENT ACCOUNT

HDFC
5
17 ICICI
9

CITI

ABNAMRO
7
15 STANDARD
CHARTERED

INFERENCE:

The 53 customers with the current account in other banks had maximum in HDFC
Bank and the second bank preferred by the customers for their current account was
ICICI Bank.

Several customers prefer more than one bank.

30
3. FACILITIES AVAILABLE FROM THE BANKS

FACILITES ATMs PHONE INTERNET MOBILE

AVAILABLE BANKING BANKING
% 71 12 8 9

9%
8%

12%

71%

ATMs PHONE BANKING INTERNET MOBILE BANKINHG

INFERENCE:

1. Almost all the merchant shop avail the facilities of ATM.

2. Big business houses avail phone banking. Internet Banking, Mobile Banking.

31
4. INVESTMENT ADVISORY TAKEN FROM BANKS AND
FROM
MERCHANT BANKS

FROM BANKS 83%

17%
FROM MERCHANT BANKS

17%

FROM BANKS

FROM MERCHANT
BANKS
83%

INFERENCE:

1. Majority or the bulk of the merchant shops and business houses do not take
investment advisory from banks.

2. The remaining take investment decisions for the purpose of enlarging

diversifying their business for further future prospects.

32
5. CUSTOMER SATISAFACTION REGARDING THE SERVICES
OF PRIVATE BANKS:

The following observation was made during the survey among customers regarding
the best service provider according to them:-

HDFC - 24%

AXIS - 20%

ICICI BANK - 13%

CITI BANK - 18%

ABNAMRO - 12%

IDBI - 7%

OTHERS - 6%

21% 26%
HDFC
CITI BANK
ABNAMRO
7%
ICICI BANK
IDBI
14% 19% AXISBANK
13%

INFERENCE:

HDFC bank stands the first in Customer satisfaction among the customer
Axis bank is the second and a near competitor in order of the same.

33
6. CONSTITUTION OF THE CURRENT ACCOUNT

CONST PROPREITORSHIP PARTNERSHIP PVT PUBLIC HUF INDV.

. LTD. LTD

% AGE 12 37 19 17 8 7

7% 12%
8%

17%

37%
19%

PROPREITORS PARTNERSHIP PVTLTD

PUBLIC LTD HUF INDV.

INFERENCE:

1. Proprietorship firms mainly constitute the majority of the current

account being maintained.

2. Closely followed by partnership, Pvt. Ltd., Public ltd.

3. HUF and the individuals maintain saving accounts so the percentage

share is minimum.

34
7. RANKING OF ATTRIBUTES ON THE BASIS OF DATA
COLLECTED

ATTRIBUTES POINTS SCORED PERCENTAGE RANK

CUSTOMER 48 48% 1
SERVICES
BRANCH 18 18% 2
NETWORK
SATISFACTION 16 16% 3
LEVEL
REMITTANCE 10 10% 4
CHARGES
AMBIENCE 6 6% 5

CHANNEL 2 2% 6
BANKING
TOTAL 100 100)%

Customer service

Branch network
6% 2%
10%
Satisfaction level
48%
16% Remittenc
charges
18%
Ambience

Channel Banking

35
INFERENCE:

1) Remittance charges & ambience of the bank are some what being consider
important by
the banks.

2) Branch network & satisfaction level are relatively important.

3) Channel banking is being given the list importance though it is important in case
of
immediate transaction.

36
8. AREAS OF IMPROVEMENT SUGGESTED:

The customers were asked to suggest the areas of improvement in Axis Bank

28%
ATM
INTERNET BANKING
PHONE BANKING
53%
11% BRANCH NETWORK
8%

INFERENECE:

Maximum of the customers who process a current account with Axis bank and other
banks feel that the ATM service should require an improvement.

While other customers feel that branch networking should also be improved as it got
the second rating i.e. 28% followed by Internet Banking and Phone Banking.

37
FINDINGS

FINDINGS

38
 The service provided by the bank was satisfactory to the customers.

 Customers satisfaction level and customer service provided are the most
important attributes because of highly competitive environment and lots of
competitors in the market.

 The bank has a good network in the Pune city and in the sub-urban areas. Thus
the most of the common people can get the advantages of modern internet
banking systems.

 In the field of customer’s satisfaction, the bank has crossed the landmark of
excellency.

 All the branches are connected to each other by internet and thus provide a
great facility to the people to access their account from any part of the country.
Thus the bank is not located in a particular region. The highly efficient
networking system has created a virtual omnipresent banking system.

 The most important area that AXIS bank’s need to improve is the satisfaction
level area where it scores only average points.

 This bank is using hi technology in case of transaction, money transfer, and

internet banking, Tele-banking system.

 To get the full advantage of being the pioneer, the bank should not restricted
its service in the particular area of Pune. To get the market, the bank should
spread its service to the other prosperous areas in Pune city.

39
LIMITATIONS

LIMITATIONS

40
 The data collected here are directly from various people. So there may be a
question of authenticity because people answer depends on entirely and there
personal views.

 Due to lack of time, many small points have been overlooked. All the points
should be considered carefully so that minute points that asset the entire result
should get the proper attention.

 Due to lack of interest among the people, the process of data collection was
very tough.

 Many time people may supply wrong information deliberately, which can
affect the result.

 The secondary data used here are taken from the bank staff books, journals
and magazines. So there may be question of validity and utility here.

 Many people are in dark about the use of various types of banking services so
they cannot response properly.

 The sample size used here is 100. It may not be sufficient to draw any
effective conclusion.

 The survey of the customers pointed out the location factor. Merchant prefer
those bank, which are near by to their shop. The opinion of different people
from different areas has their own choice, according to the proximity of their
branches, so unbiased result cannot be got.

41
SUGGESTIONS

42
 SUGGESTIONS

 Number of ATM centre in many areas like Wagholi, Sanaswadi should be

increased.

 The branches should be connected by fast and efficient network so that

minimum time needed for transaction.

 Connectivity with the main branch should be very good to increase the
flexibility of the transaction process.

 Advertisement should be made at regular intervals to draw the attention of the

people. Most of the people are unknown about the importance of modern
banking services like ATM , Credit card and Internet Banking.

 Customer satisfaction should be sole aim of the banking service. To survive in

the competitive market the best way to satisfy customer and stop switching
them to other banks.

 More new customer should be made by designing aggressive marketing

strategy.

 Feedback about various fields and services should be collected from the
people at regularly basis to recover the drawbacks.

 The authority should look for the people of the suburban areas and rural areas
because there is lack of competitions and the market can be occupied easily.

 New services should be design to attract more customers. To face the

competitions new types of services should be designed and the existing
services should be improved.

43
RECOMMENDATIONS

44
 RECOMMENDATIONS

A. Competition

To face the competition, the weak points of the competitors should be

analyzed and then advantages should be taken from them. The three main
competitors are:

1. Foreign banks :
There are only three major banks in this business and they are mere
protecting their profitable merchants then acquiring new ones.

2. Private Banks:
Only two major banks are the competitors of Axis bank while the
product features develop by Axis bank and other bank is expected to be
the same. The service standard may be high-lighted.

3. Public Sector Banks:

Barring one major bank at national level, others are marginal players
with poor products and services. The merchants might be willing to
come to the fold of Axis bank in such cases.

B. Extensive promotion should be made to make people aware about the

products by current account and modern services. So to increase the
popularity, more attention should be given to the advertisement.

C. The bank can create a technical advisory services cell,(T.A.S.C) to provide

customer assistance for the whole range of products.

45
D. Customer satisfaction should be the sole aim.

E. Attractive rates of interest should be provided for the people having

current account. The current accounts holders should be given extra
facilities to attract people to invest in that sector.

F. The bank hold open more branches not only in urban but rural areas with
adequate services in order to strengthen its foothold over other competitive
banks

G. Efficient should be appointed to communicate with people and

convenience people to invest in that bank.

H. Aggressive marketing strategy should be formulated to capture the market

and to make more new customers.

46
CONCLUSION

47
 CONCLUSION

Axis bank is a comer in Pune banking field. There is an acute competition in the
market. The competitors for AXIS are HDFC, ICICI, and CITI bank. HDFC bank is
the market leader which enjoys a pre-eminent position in Pune in business. ICICI
bank and CITI bank come next of it. Axis bank is aiming to be among the top three
players. Axis has its advantages as well as disadvantage. The main advantages of
bank are its good service and consumer satisfaction.

But there are disadvantages like acute competition. The competitors of Axis are
advances in the fields of promotion they have also wide network and good connection
with the corporate world.

Axis on the other hand, has its good market share in field of saving account. The aim
of the bank is to provide 100% customer satisfaction. For that reason, it has brighter
public relationship.
But to survive in the market specially the when the market is full of competition,
aggressive marketing should be formulated. More attention should be paid in the field
of the advertisement. The bank has good chance to entire the rural market of Pune. So
the bank should border its network & tall modern technology to provide the customer
better service.

As per the research HDFC bank is the market leader of Current account which
determines the position of bank in the competitive market, So Axis bank should focus
more to target the customer in field of current account.

48
BIBLIOGRAPHY

49
 BIBLIOGRAPHY

Book Referred:-

a. Marketing Management - Philip Kotler

b. Research Methodology - C. R. Kothari

c. Business world Magazines

Websites Referred:-

a) www.axisbank.com

b) www.google.com

c) www.wikipedia.org

50
ANNEXURE

51
 QUESTIONNAIRE

1. Customer name:
Address:
Contact:
Email Id:

2. Which bank do you prefer most for your business?

(a) PRIVATE SECTOR (b) PUBLIC SECTOR

3. What is the minimum monthly average balance of your current account?

(a) Rs.10000 (b) More than Rs.10000

4. Do you have current account with other banks?

(a)Yes (b) No

5. If yes, Name the Bank.

………………..

6. What services are offered to you by your bank?

a) ATM’s b) Phone Banking
c) Internet Banking d) Mobile Banking

7. Do you take any investment advisory from bank?

8. Which Bank according to you is the best service provider among the Private
Banks?

9. What is the constitution of the account?

(a) Proprietorship (b) Partnership
(c) Private Ltd (d) Public Ltd.
52
10. Please rank the following attributes on a scale of 1 to 7

1= VERY POOR 2 =POOR 3= BAD

4= AVERAGE 5= SATISFACTORY 6= GOOD

7= VERY GOOD

IDBI HDFC ICICI CITI ABN STANDARD

ATTRIBUTES BANK BANK BANK BANK AMRO CHARTERED

CUSTOMER
SERVICES
REMITTANCES
CHARGES(DD/PO)
BRANCH
NETWORK
DIRECT
CHANNEL BANKING
AMBIENCE OF THE
BANK
SATISFACTION
LEVEL
TOTAL

11. Suggest the areas of improvement?

(a)ATM (b) Phone Banking

(c)Branch Network (d) Internet Banking

53