On A 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 verma USM0KUK MBA (Gen) Sec-A Roll No !"
UNIVERSITY SCHOOL OF MANA1EMENT KURUKSHETRA UNIVERSITY0 KURUKSHETRA HARYANA+*23**45INDIA6 # PREFACE Re$earc%&'or(&in&management&i$&e)tremel*&important+ for&it&give$&a clo$e vie' of&t%e&real&bu$ine$$&'orld&and&bridge$&t%e&gap&bet'een&t%eor* 'or( and&,practical& (no'ledge-&.or&an*&finance&$tudent$&'%o&i$&$triving&to&perform&out$tanding+ it i$&of¶mount&importance&t%at&apart&form&t%eoret%ical&(no'ledge&one&mu$t&al$o gain&practical&(no'ledge-T%i$&reall*&provided&me&an&opportunit*&to&demon$trate&m* Abilit* in appl*ing t%eor*&to&practical&bu$ine$$&$ituation- T%e&$tud*&underta(en&b* me i$ 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$&of&12.3 ban(-0n&t%e&fort% coming page$&an&attempt&%a$&been&made&to&pre$ent compre%en$ive report&concerning&different&a$pect$&of&m*&pro4ect- P!!%a' 7e'a 5 ACKNOWLED1EMENT Gratitude&i$¬&a&t%ing&of&e)pre$$ion+it&i$&more&matter&of&feeling-T%ere&i$&al'a*$&a&$en$ e&of&gratitude&'%ic%&one&e)pre$$&to'ard$ ot%er$ for& t%eir %elp and $upervi$ion in ac%ieving t%e goal$- 0 ac(no'ledge Mr- A($%a* Sac%de'a manger of &A60S Ban(+ ra**a pun4ab for providing&me&all&nece$$ar*&%elp and 0 al$o t%an($ to all t%e facult* member$ for&t%eir&cooperation- & Above&all&no&'ord$&can&e)pre$$&m*&feeling$&to&m*&parent$+ friend$ all t%o$e per$on$ '%o&$upported&me&during&m*&pro4ect- 0 am& al$o& t%an(ful& to& all& t%e re$pondent$ '%o$e cooperation&7 $upport& %a$& %elped& me& a& lot& in& collecting&nece$$ar*&information- P!!%a' Ve'a " DECLARATION 0+ Poonam 8erma+ %ereb* declare t%at t%e 'or( embodied in t%e pro4ect report 9A COMPARATIVE ANALYSIS OF LOANS AND CONSUMER AWARENESS OF AXIS_BANK LTD. AND HDFC BANK LTD/ 'a$ done b* me under t%e able $upervi$ion of Mr- A($%a* Sac%de'a (Relation$%ip Manager)+ A60S :T2- Ra**a Pun4ab T%i$ pro4ect i$ done for t%e partial fulfillment of 2egree of Ma$ter of Bu$ine$$ Admini$tration program of ;uru($%etra <niver$it* ;uru($%etra+- 0 %ave not $ubmitted %i$ report to an* ot%er 0n$titute or <niver$it* for t%e a'ard of an* ot%er degree- 5POONAM VERMA6 ! = EXECUTIVE SUMMARY T%e&$tud*&underta(en&b* me i$ 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$&of&A60S ban(- A)i$ 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 $pecified underta(ing of t%e <nit Tru$t of 0ndia (<T0 - 0)+ :ife 0n$urance 3orporation of 0ndia (:03) and General 0n$urance 3orporation of 0ndia (G03) and ot%er four PS< in$urance companie$+ i-e- National 0n$urance 3ompan* :td-+ T%e Ne' 0ndia A$$urance 3ompan* :td-+ T%e Oriental 0n$urance 3ompan* :td- and <nited 0ndia 0n$urance 3ompan* :td- T%e 'ord ?ban(? reflect$ t%e origin$ of ban(ing in temple$- 0n t%i$ period of Training t%e 'or( i$ done b* me 'a$@-- Opening of Account (Both Saving Account and Current Account) Fixed Deposit policies Making NF! and "!#S Making De$and Draft Dealing %ith Credit Card holders &oan 'rocessing Statement of t%e pro4ect problem define$ rea$on$ for ta(ing a particular re$earc% $tud* +it $tate$ '%at problem i$ faced b* t%e BAN; $o t%at it reAuire$ to conduct a re$earc% in t%e particular field- B C INDEX OF CONTENTS D 3%- No- Na'e !" t9e t!:$; Pa<e %!. *. I%&#st. :!"$=e (. C!':a%. :!"$=e 2. Resea;9 'et9!&!=!<. , St#&. !" t9e t!:$; >. A%a=.s$s a%& $%te:etat$!% 3. C!%;=#s$!% !" t9e st#&. ?. S#<<est$!%s @. B$-=$!<a:9. 4. A%%eA#e CHAPTER B* INDUSTRY PROFILE > INTRODUCTION _ INDUSTRY PROFILE T%e evolution of ban(ing date$ bac( to t%e earlie$t 'riting+ and continue$ in t%e pre$ent '%ere a ban( i$ a financial in$titution t%at provide$ ban(ing and ot%er financial $ervice$- 3urrentl* t%e term ban( i$ generall* under$tood an in$titution t%at %old a ban(ing licen$e- Ban(ing licen$e$ are grated b* financial $upervi$ion aut%oritie$ and provide rig%t$ to conduct t%e mo$t fundamental ban(ing $ervice$ $uc% a$ accepting depo$it$ and ma(ing loan$- T%ere are al$o financial in$titution$ t%at provide certain ban(ing $ervice$ 'it%out meeting t%e legal definition of a ban(+ a $o called non-ban(- Ban($ are $ub$et of t%e financial $ervice$ indu$tr*- Te Eorld Ban( i$ derived from t%e 0talian banca+ '%ic% i$ derived from German and mean$ benc%- T%e term$ ban(rupt and 9bro(e/ are $imilarl* derived from Baca rotta+ '%ic% refer to an out of bu$ine$$ ban(+ %aving it$ benc% p%*$icall* bro(en- Mone*lender$ in Nort%ern 0tal* originall* did bu$ine$$ in open area$+ or big open room$+ 'it% eac% lender 'or(ing fro %i$ o'n benc% or table- A ban( generate$ profit$ from tran$action fee on financial $ervice$ or t%e intere$t $pread on recour$e$ it %old in tru$t for client$ '%ile pa*ing t%em intere$t on t%e a$$et- T%e 0ndian ban(ing can be broadl* categoriFed into nationaliFed (government o'ned)+ private ban($ and $pecialiFed ban(ing in$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 #>B>+ t%e public $ector ban($ or t%e nationaliFed ban($ %ave acAuired a place of prominence and %a$ $ince t%en $een tremendou$ progre$$- T%e need to become %ig%l* cu$tomer focu$ed %a$ forced t%e $lo'-moving public $ector ban($ to adopt a fa$t trac( approac%- T%e unlea$%ing of product$ and $ervice$ t%roug% t%e net %a$ galvaniFed pla*er$ at all level$ of t%e ban(ing and financial in$titution$ mar(et grid to loo( ane' at t%eir e)i$ting portfolio offering- 3on$ervative ban(ing practice$ allo'ed 0ndian ban($ to be in$ulated partiall* from t%e A$ian currenc* cri$i$- 0ndian ban($ are no' Auoting al %ig%er valuation '%en compared to ban($ in ot%er A$ian countrie$ (viF- 1ong ;ong+ Singapore+ P%ilippine$ etc-) t%at %ave ma4or problem$ lin(ed to %uge Non Performing A$$et$ (NPA$) and pa*ment default$- 3o-operative ban($ are nimble footed in #G approac% and armed 'it% efficient branc% net'or($ focu$ primaril* on t%e H%ig% revenueI nic%e retail $egment$- T%e 0ndian ban(ing %a$ finall* 'or(ed up to t%e competitive d*namic$ of t%e Hne'I 0ndian mar(et and i$ addre$$ing t%e relevant i$$ue$ to ta(e 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$ reAuirement$ of t%e large cu$tomerI$ ba$e- Private Ban($ %ave been fa$t on t%e upta(e 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 mar(eting 'it% t%e conventional p%*$ical 'orld tenet$ being 4u$t a$ applicable li(e in an* ot%er mar(eting medium- T%e 0ndian ban(ing %a$ come from a long 'a* from being a $leep* bu$ine$$ in$titution to a %ig%l* proactive and d*namic entit*- T%i$ tran$formation %a$ been largel* broug%t about b* t%e large do$e of liberaliFation and economic reform$ t%at allo'ed ban($ to e)plore ne' bu$ine$$ opportunitie$ rat%er t%an generating revenue$ from conventional $tream$ (i-e- borro'ing and lending)- T%e ban(ing in 0ndia i$ %ig%l* fragmented 'it% "G ban(ing unit$ contributing to almo$t =GJ of depo$it$ and BGJ 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$$ure$ t%em %ig% depo$it mobiliFation- T%e 0ndian ban(ing can be broadl* categoriFed into nationaliFed+ private ban($ and $pecialiFed ban(ing in$titution$- T%e Re$erve Ban( of 0ndia act$ a$ a centraliFed bod* monitoring an* di$crepancie$ and $%ortcoming in t%e $*$tem- 0t i$ t%e foremo$t monitoring bod* in t%e 0ndian financial $ector- T%e nationaliFed ban($ (i-e- government-o'ned ban($) continue to dominate t%e 0ndian ban(ing arena- 0ndu$tr* e$timate$ indicate t%at out of 5C! commercial ban($ operating in 0ndia+ 55" ban($ are in t%e public $ector and =# are in t%e private $ector- T%e private $ector ban( grid al$o include$ 5! foreign ban($ t%at %ave $tarted t%eir operation$ %ere- <nder t%e ambit of t%e nationaliFed ban($ come t%e $pecialiFed ban(ing in$titution$- T%e$e co-operative$+ rural ban($ focu$ on area$ of agriculture+ rural development etc- unli(e commercial ban($ t%e$e co- operative ban($ do not lend on t%e ba$i$ of a prime lending rate- T%e* al$o %ave variou$ ta) $op$ becau$e of t%eir %olding pattern and lending $tructure and %ence %ave lo'er over%ead$- T%i$ enable$ t%em to give a marginall* %ig%er percentage on $aving$ depo$it$- Man* of t%e$e cooperative ban($ diver$ified into $pecialiFed area$ (catering to t%e va$t retail audience) li(e car finance+ %ou$ing loan$+ truc( finance etc- in order to (eep pace 'it% t%eir public $ector and ## private counterpart$+ t%e co-operative ban($ too %ave inve$ted %eavil* in information tec%nolog* to offer %ig%-end computeriFed ban(ing $ervice$ to it$ client$- Earliest banks T%e fir$t ban($ 'ere probabl* t%e religiou$ temple$ of t%e ancient 'orld+ and 'ere probabl* e$tabli$%ed $ometime during t%e t%ird millennium B-3- Ban($ probabl* predated t%e invention of mone*- 2epo$it$ initiall* con$i$ted of grain and later ot%er good$ including cattle+ agricultural implement$+ and eventuall* preciou$ metal$ $uc% a$ gold+ in t%e form of ea$*-to-carr* compre$$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$ented an e)tra deterrent to 'ould-be t%ieve$- T%ere are e)tant 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+ ban(ing 'a$ 'ell enoug% developed to 4u$tif* t%e promulgation of la'$ governing ban(ing operation$-, Ancient Greece %old$ furt%er evidence of ban(ing- Gree( temple$+ a$ 'ell a$ private and civic entitie$+ conducted financial tran$action$ $uc% a$ loan$+ depo$it$+ currenc* e)c%ange+ and validation of coinage- T%ere i$ 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 ban(er t%roug%out A$ia Minor at t%e beginning of t%e =t% centur* B-3-+ i$ t%e fir$t individual ban(er of '%om 'e %ave record$- Man* of t%e earl* ban(er$ in Gree( cit*-$tate$ 'ere 9metic$/ or foreign re$ident$- Around "C# B-3-+ Pa$ion+ a $lave+ became t%e 'ealt%ie$t and mo$t famou$ Gree( ban(er+ gaining %i$ freedom and At%enian citiFen$%ip in t%e proce$$- T%e fourt% centur* B-3- $a' increa$ed u$e of credit-ba$ed ban(ing in t%e Mediterranean 'orld- 0n Lg*pt+ from earl* time$+ grain %ad been u$ed a$ a form of mone* in addition to preciou$ metal$+ and $tate granarie$ functioned a$ ban($- E%en Lg*pt fell under t%e rule of a Gree( d*na$t*+ t%e Ptolem*I$ (""G-"5" B-3-)+ t%e numerou$ $cattered government granarie$ 'ere tran$formed into a net'or( of grain ban($+ centraliFed in Ale)andria '%ere t%e main account$ from all t%e $tate granar* ban($ 'ere recorded- T%i$ ban(ing net'or( functioned a$ a trade credit #5 S*$tem in '%ic% pa*ment$ 'ere effected b* tran$fer from one account to anot%er 'it%out mone* pa$$ing- 0n t%e late t%ird centur* B-3-+ t%e barren Aegean i$land of 2elo$+ (no'n for it$ magnificent %arbor and famou$ temple of Apollo+ became a prominent ban(ing 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$ed- 3on$eAuentl* 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 ban(ing 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$- 2uring t%e reign of t%e Roman emperor Gallienu$ (5BG-5BD 3L)+ t%ere 'a$ a temporar* brea(do'n of t%e Roman ban(ing $*$tem after t%e ban($ re4ected t%e fla(e$ of copper produced b* %i$ mint$- Eit% t%e a$cent of 3%ri$tianit*+ ban(ing became $ub4ect to additional re$triction$+ a$ t%e c%arging of intere$t 'a$ $een a$ immoral- After t%e fall of Rome+ ban(ing 'a$ abandoned in Ee$tern Lurope and did not revive until t%e time of t%e cru$ade$ 1LOBAL BANKIN1 0n t%e #>CG$+ a number of $maller cra$%e$ tied to t%e policie$ put in place follo'ing t%e depre$$ion+ re$ulted in deregulation and privatiFation of government-o'ned enterpri$e$ in t%e #>DG$+ indicating t%at government$ of indu$trial countrie$ around t%e 'orld found private-$ector $olution$ to problem$ of economic gro't% and development preferable to $tate-operated+ $emi- $ociali$t program$- T%i$ $purred a trend t%at 'a$ alread* prevalent in t%e bu$ine$$ $ector+ large companie$ becoming global and dealing 'it% cu$tomer$+ $upplier$+ manufacturing+ and information center$ all over t%e 'orld- Global ban(ing and capital mar(et $ervice$ proliferated during t%e #>DG$ and #>>G$ a$ a re$ult of a great increa$e in demand from companie$+ government$+ and financial in$titution$+ but al$o becau$e financial mar(et condition$ 'ere buo*ant and+ on t%e '%ole+ bulli$%- 0ntere$t rate$ in t%e #" <nited State$ declined from about #=J for t'o-*ear <-S- Trea$ur* note$ to about =J during t%e 5G-*ear period+ and financial a$$et$ gre' t%en at a rate appro)imatel* t'ice t%e rate of t%e 'orld econom*- Suc% gro't% rate 'ould %ave been lo'er+ in t%e la$t t'ent* *ear$+ 'ere it not for t%e profound effect$ of t%e internationaliFation of financial mar(et$ e$peciall* <-S- .oreign inve$tment$+ particularl* from Mapan+ '%o not onl* provided t%e fund$ to corporation$ in t%e <-S-+ but al$o %elped finance t%e federal governmentN t%u$+ tran$forming t%e <-S- $toc( mar(et b* far into t%e large$t in t%e 'orld- Nevert%ele$$+ in recent *ear$+ t%e dominance of <-S- financial mar(et$ %a$ been di$appearing and t%ere %a$ been an increa$ing intere$t in foreign $toc($- T%e e)traordinar* gro't% of foreign financial mar(et$ re$ult$ from bot% large increa$e$ in t%e pool of $aving$ in foreign countrie$+ $uc% a$ Mapan+ and+ e$peciall*+ t%e deregulation of foreign financial mar(et$+ '%ic% %a$ enabled t%em to e)pand t%eir activitie$- T%u$+ American corporation$ and ban($ %ave $tarted $ee(ing inve$tment opportunitie$ abroad+ prompting t%e development in t%e <-S- of mutual fund$ $pecialiFing in trading in foreign $toc( mar(et$- Suc% gro'ing internationaliFation and opportunit* in financial $ervice$ %a$ entirel* c%anged t%e competitive land$cape+ a$ no' man* ban($ %ave demon$trated a preference for t%e 9univer$al ban(ing/ model $o prevalent in Lurope- <niver$al ban($ are free to engage in all form$ of financial $ervice$+ ma(e inve$tment$ in client companie$+ and function a$ muc% a$ po$$ible a$ a 9one-$top/ $upplier of bot% retail and '%ole$ale financial $ervice$- Man* $uc% po$$ible alignment$ could be accompli$%ed onl* b* large acAui$ition$+ and t%ere 'ere man* of t%em- B* t%e end of 5GGG+ a *ear in '%ic% a record level of financial $ervice$ tran$action$ 'it% a mar(et value of O#G-= trillion occurred+ t%e top ten ban($ commanded a mar(et $%are of more t%an DGJ and t%e top five+ ==J- Of t%e top ten ban($ ran(ed b* mar(et $%are+ $even 'ere large univer$al-t*pe ban($ (t%ree American and four Luropean)+ and t%e remaining t%ree 'ere large <-S- inve$tment ban($ '%o bet'een t%em accounted for a ""J mar(et $%are- T%i$ gro't% and opportunit* al$o led to an une)pected outcome entrance into t%e mar(et of ot%er financial intermediarie$ nonban($- :arge corporate pla*er$ 'ere beginning to find t%eir #! 'a* into t%e financial $ervice communit*+ offering competition to e$tabli$%ed ban($- T%e main $ervice$ offered included in$urance$+ pen$ion+ mutual+ mone* mar(et and %edge fund$+ loan$ and credit$ and $ecuritie$- 0ndeed+ b* t%e end of 5GG# t%e mar(et capitaliFation of t%e 'orldI$ #= large$t financial $ervice$ provider$ included four nonban($- 0n recent *ear$+ t%e proce$$ of financial innovation %a$ advanced enormou$l* increa$ing t%e importance and profitabilit* of nonban( finance- Suc% profitabilit* prior* re$tricted to t%e nonban(ing indu$tr*+ %a$ prompted t%e Office of t%e 3omptroller of t%e 3urrenc* (O33)to encourage ban($ to e)plore ot%er financial in$trument$+ diver$if*ing ban($P bu$ine$$ a$ 'ell a$ improving ban(ing economic %ealt%- 1ence+ a$ t%e di$tinct financial in$trument$ are being e)plored and adopted b* bot% t%e ban(ing and nonban(ing 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 $ector in t%e ban(ing+ t%e indu$tr* %a$ 'itne$$ed t%e entr* of nine ne' generation private ban($- T%e ma4or differentiating parameter t%at di$tingui$%e$ t%e$e ban($ from all t%e ot%er ban($ in t%e 0ndian ban(ing i$ t%e level of $ervice t%at i$ offered to t%e cu$tomer- 8erif* t%e focu$ %a$ al'a*$ been centered around t%e cu$tomer Q under$tanding %i$ need$+ preempting %im and con$eAuentl* delig%ting %im 'it% variou$ configuration$ of benefit$ and a 'ide portfolio of product$ and #=
()**+()*2 State Ban( of 0ndia and A$$ociate$ G= NationaliFed Ban($ #> 2ome$tic Private Sector Ban($ 5= Ne' 2ome$tic Private Sector Ban($ G> .oreign Ban($ #G $ervice$- 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$eAuentl* %ave $%o'n impre$$ive gro't% rate$- Toda*+ t%e private ban($ corner almo$t four per cent $%are of t%e total $%are of depo$it$- Mo$t of t%e ban($ in t%i$ categor* are concentrated in t%e %ig%- gro't% urban area$ in metro$ (t%at account for appro)imatel* CGJ of t%e total ban(ing bu$ine$$)- Eit% efficienc* being t%e ma4or focu$+ t%e$e ban($ %ave leveraged on t%eir $trengt%$ and competencie$ viF- Management+ operational efficienc* and fle)ibilit*+ $uperior product po$itioning and %ig%er emplo*ee productivit* $(ill$- T%e private ban($ 'it% t%eir focu$ed bu$ine$$ and $ervice portfolio %ave a reputation of being nic%e pla*er$ in t%e indu$tr*- A $trateg* t%at %a$ allo'ed t%e$e ban($ to concentrate on fe' reliable %ig% net 'ort% companie$ and individual$ rat%er t%an cater to t%e ma$$ mar(et- T%e$e 'ell-c%al(ed out integrate$ $trateg* plan$ %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 CGJ of t%eir bu$ine$$e$ in urban area$+ t%i$ $tatutor* reAuirement %a$ tran$lated into lo'er depo$it mobiliFation co$t$ and %ig%er margin$ relative to public $ector ban($-
SERVICES TYPICALLY OFFERED BY BANKS Alt%oug% t%e t*pe of $ervice$ offered b* a ban( depend$ upon t%e t*pe of t%e ban( and t%e countr*+ $ervice$ provided u$uall* include- #- 2irectl* ta(e depo$it$ from t%e general public and i$$ue c%ec(ing 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$$ue credit card$+ ATM+ and debit card$ online ban(ing- TYPES OF BANKS T%ere are $everal different t*pe$ of ban($ including #- 3entral ban($ u$uall* control monetar* polic* and ma* be t%e lender of la$t re$ort in t%e event of a cri$i$- T%e* are often c%arge 'it% controlling t%e mone* $uppl*+ including #B printing paper mone*- L)ample$ of central ban($ are t%e Luropean 3entral Ban( and t%e <S .ederal Re$erve Ban(- # 0nve$tment ban($ under'rite $toc( and bond i$$ue$ and advi$e on merger$- L)ample$ of inve$tment ban( are Goldman Sac%$ of %e <SA or Nomura Securitie$ of Mapan- 5- Private ban( manage t%e a$$et$ of t%e ver* ric%- An e)ample of a private ban( i$ t%e <nion Ban( of S'itFerland- "- 3ommercial ban($ primaril* lend to bu$ine$$e$ (corporate ban(ing)- !- Retail ban($ primaril* lend to individual$- An e)ample of a retail ban( i$ Ea$%ington Mutual of t%e <SA- =- Saving ban($ 'rite mortgage$ e)clu$ivel*- B- Off$%ore ban($ are ban($ located in 4uri$diction$ 'it% lo' ta)ation and regulation+ $uc% a$ S'itFerland or t%e 3%annel 0$land$- Man* off$%ore ban($ are e$$entiall* private ban($- C- <niver$al ban($ engage in $everal of t%e$e activitie$- .or e)ample+ 3itigroup+ a large American ban(+ i$ involved in commercial and retail lending+ it o'n$ a merc%ant ban( (3iticorp merc%ant Ban( :imited) and an inve$tment ban( (Salomon Smit% Barne*)+ it operate$ a private ban( (3itigroup Private Ban() finall*+ it$ $ub$idiarie$ in ta)-%aven$ offer off$%ore ban(ing $ervice$ to cu$tomer$ in ot%er countrie$- D- Merc%ant ban($ 'ere traditionall* ban($ '%ic% engaged in trade financing- T%e modern definition+ %o'ever+ refer$ to ban($ '%ic% provide capital to firm$ in t%e form of $%are$ rat%er t%an loan$- <nli(e 8enture capital firm$+ t%e* tend not to inve$t in ne' companie$ >- 3entral ban($ u$uall* control monetar* polic* and ma* be t%e lender of la$t re$ort in t%e event of a cri$i$- T%e* are often c%arge 'it% controlling t%e mone* $uppl*+ including printing paper mone*- L)ample$ of central ban($ are t%e Luropean 3entral Ban( and t%e <S .ederal Re$erve Ban(- #G- 0nve$tment ban($ under'rite $toc( and bond i$$ue$ and advi$e on merger$- L)ample$ of inve$tment ban( are Goldman Sac%$ of %e <SA or Nomura Securitie$ of Mapan- ##- Private ban( manage t%e a$$et$ of t%e ver* ric%- An e)ample of a private ban( i$ t%e <nion Ban( of S'itFerland- #5 3ommercial ban($ primaril* lend to bu$ine$$e$ (corporate ban(ing)- #5- Retail ban($ primaril* lend to individual$- An e)ample of a retail ban( i$ Ea$%ington Mutual of t%e <SA- #C #"- Saving ban($ 'rite mortgage$ e)clu$ivel*- #!- Off$%ore ban($ are ban($ located in 4uri$diction$ 'it% lo' ta)ation and regulation+ $uc% a$ S'itFerland or t%e 3%annel 0$land$- Man* off$%ore ban($ are e$$entiall* private ban($- #=- <niver$al ban($ engage in $everal of t%e$e activitie$- .or e)ample+ 3itigroup+ a large American ban(+ i$ involved in commercial and retail lending+ it o'n$ a merc%ant ban( (3iticorp merc%ant Ban( :imited) and an inve$tment ban( (Salomon Smit% Barne*)+ it operate$ a private ban( (3itigroup Private Ban() finall*+ it$ $ub$idiarie$ in ta)-%aven$ offer off$%ore ban(ing $ervice$ to cu$tomer$ in ot%er countrie$- #B Merc%ant ban($ 'ere traditionall* ban($ '%ic% engaged in trade financing- T%e modern definition+ %o'ever+ refer$ to ban($ '%ic% provide capital to firm$ in t%e form of $%are$ rat%er t%an loan$- <nli(e 8enture capital firm$+ t%e* tend not to inve$t in ne' companie$ #D CHAPTER/ ( COMPANY PROFILE COMPANY PROFILE #> ABOUT AXIS BANK A)i$ Ban( 'a$ t%e fir$t of t%e ne' private ban($ to %ave begun operation$ in #>>!+ after t%e Government of 0ndia allo'ed ne' private ban($ to be e$tabli$%ed- T%e Ban( 'a$ promoted 4ointl* b* t%e Admini$trator of t%e $pecified underta(ing of t%e <nit Tru$t of 0ndia (<T0 - 0)+ :ife 0n$urance 3orporation of 0ndia (:03) and General 0n$urance 3orporation of 0ndia (G03) and ot%er four PS< in$urance companie$+ i-e- National 0n$urance 3ompan* :td-+ T%e Ne' 0ndia A$$urance 3ompan* :td-+ T%e Oriental 0n$urance 3ompan* :td- and <nited 0ndia 0n$urance 3ompan* :td- T%e Ban( toda* i$ capitaliFed to t%e e)tent of R$- "=>-CB crore$ 'it% t%e public %olding (ot%er t%an promoter$) at =C-C>J- T%e Ban(P$ 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 L)ten$ion 3ounter$ (a$ on "Gt% Mune 5GG>)- T%e Ban( %a$ a net'or( of over "C5" ATM$ (a$ on "Gt% Mune 5GG>) providing 5! %r$ a da* ban(ing 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 ban(ing and i$ committed to adopting t%e be$t indu$tr* practice$ internationall* in order to ac%ieve e)cellence PROMOTERS A)i$ Ban( :td- %a$ been promoted b* t%e large$t and t%e be$t .inancial 0n$titution of t%e countr*+ <T0- T%e Ban( 'a$ $et up 'it% a capital of R$- ##= crore+ 'it% <T0 contributing R$- #GG crore+ :03 - R$- C-= crore and G03 and it$ four $ub$idiarie$ contributing R$- #-= crore eac%- SHAREHOLDIN1 5G Lr$t'%ile <nit Tru$t of 0ndia 'a$ $et up a$ a bod* corporate under t%e <T0 Act+ #>B"+ 'it% a vie' to encourage $aving$ and inve$tment- 0n 2ecember 5GG5+ t%e <T0 Act+ #>B" 'a$ repealed 'it% t%e pa$$age of <nit Tru$t of 0ndia (Tran$fer of <nderta(ing and Repeal) Act+ 5GG5 b* t%e Parliament+ paving t%e 'a* for t%e bifurcation of <T0 into 5 entitie$+ <T0-0 and <T0-00 'it% effect from #$t .ebruar* 5GG"- 0n accordance 'it% t%e Act+ t%e <nderta(ing $pecified a$ <T0 0 %a$ been tran$ferred and ve$ted in t%e Admini$trator of t%e Specified <nderta(ing of t%e <nit Tru$t of 0ndia (S<<T0)+ '%o manage$ a$$ured return $c%eme$ along 'it% B-C=J <S-B! Bond$+ B-BGJ ARS Bond$ 'it% a <nit 3apital of over R$- #!#BC-=> crore$- T%e Government of 0ndia %a$ currentl * appointed S%ri ;- N- Prit%vira4 a$ t%e Admini$trator of t%e Specified underta(ing of <T0+ to loo( after and admini$ter t%e $c%eme$ under <T0 - 0+ '%ere Government %a$ continuing obligation$ and commi tment$ to t%e inve$tor$+ '%ic% it 'ill up%old- Mea%$%< _ a%& _ De"$%$t$!%/+ Ban(&i$&an&in$titution&t%at&deal$&in&mone*&and&it$&$ub$titute$&and&provide$ crucial&financial&$ervice$-&T%e&principal&&t*pe&of&ban(ing&in&t%e&modern& indu$trial&'orld&are&commercial&ban(ing&7¢ral&ban(ing- Ban(ing&Mean$&9&Accepting&2epo$it$&for&t%e&purpo$e&of&lending&or 0nve$tment&of&depo$it$&of&mone*&from&t%e&public+ repa*able&on&demand&or& ot%er'i$e&and&'it%dra'&b*&c%eAue+&draft&or&ot%er'i$e/Ban(ing&3ompanie$ (Regulation)&Act+&#>!> T%e&conci$e&o)ford&dictionar*&%a$&defined&a&ban(&a$&9L$tabli$%ment&for& cu$tod*&of&mone*&'%ic%&it&pa*$&out&on&cu$tomer$&order-?&0nfact&t%i$&i$&t%e function&'%ic%&t%e&ban(&performed&'%en&ban(ing&originated- ?B*&ban(ing&in&t%e&mo$t&general&$en$e+ i$&meant&t%e&bu$ine$$&of&receiving con$erving&7&utili$ing&t%e&fund$&of&communit*&or&of&an*&$pecial&$ection& 5# Of it-?- B*&1-&Eill$&7&M-&Bogan ?A&ban(er&of&ban(&i$&a&per$on+&a&firm+&or&a&compan*&%aving&a&place&of& bu$ine$$&'%ere&credit$&are&opGened&b*&depo$it$&or&collection&of&mone*&orcurrenc*&or&'% ere&mone*&i$&advanced&and&'aned-&B*&.indla*&S%era$- T%u$&A&ban(&& R Accept&depo$it$&of&mone*&from&public+ R Pa*$&intere$t&on&mone*&depo$ited&'it%&it+ R Repa*$&t%e&amount&on&demand+ R Allo'&t%e&mone*&depo$ited&to&be&'it%&dra'n&b*&c%eAue&or&draft- Origin&of&'ord&ban( T%e&origin&of&t%e&'ord&ban(&i$&$%rouded&in&m*$ter*-&According&to&one&vie'& point&t%e&0talian&bu$ine$$&%ou$e&carr*ing&on&crude&from&of&ban(ing&'ere called&banc%i&banc%eri?-&According&to&anot%er&vie'point&ban(ing&i$&derived from&German&'ord&?branc(?&'%ic%&mean&%eap&or&mound-&0n&Lngland+&t%e i$$ue&of&paper&mone*&b*&t%e&government&'a$&referred&to&a$&a&Prai$ing&a Ban($P& 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&e)c%ange+ t%e&importance&of&ban(ing&'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&ma(e&loan$&i-e- &modern&commercial&ban($- BANKIN1 SYSTEM IN INDIA 55 A&%i$torical&per$pective& Ee&can&identif*&t%ere&di$tinct&p%a$e$&in&t%e&%i$tor*&of&0ndian&ban(ing& #- Larl*&p%a$e&from&#CDB-#>B>- 5- NationaliFation&of&ban($&and&up&to&#>>#&prior&to&ban(ing&$ector&reform$- "- Ne' p%a$e&of&0ndian&ban(ing&'it%&t%e&advent&of&financial&ban(ing- Ban(ing&in&0ndia&%a$&it$&origin&a$&earl*&or&vedic&period-0t&i$&believed&t%at t%e&tran$ition$&from&man*&lending&to&ban(ing mu$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$&ban(er&pla*ed&a&ver*&important&role in&lending&mone*&&and&financing&foreign&trade&and&commerce- 2uring&t%e&da*$&of&t%e&La$t&0ndia&compan*&it&'a$&t%e&turn&of&agenc*& %ou$e&to&carr*&on&t%e&ban(ing&bu$ine$$-& T%e&General&Ban(&of&0ndia&'a$&t%e fir$t&4oint&$toc(&ban(&to&be&e$tabli$%ed& in&t%e&*ear&#CDB-T%e&ot%er'%ic%&follo'ed&'a$&t%e&Ban(&of&1indu$tan&and&Bengal&Ban(- &T%e&Ban(&of&1indu$tan&i$&reported&to&%ave&continued&till& #>GB- E%ile&ot%er&t'o&failedin&t%e&meantime-0n&t%e&fir$t&%alf&of&t%e&#>t%& centur*&t%e&La$t&0ndia&3ompan*L$tabli$%ed&t%ere&ban($+ T%e&ban(&of&Bengal&in&#DG>+&t%e&Ban(&of&Bomba*&in&#D!G&and&t%e&Ban(& of&Bomba*&in&#D!"-&T%e$e&t%ree&ban($&al$o&(no'n&a$&t%e&Pre$idenc*&ban($'ere&t%e&inde pendent unit$&and&functioned 'ell T%e$e&t%ree&ban($&'ere&amalgamated&in&#>5G&and&ne'&ban( t%e 0mperia= Ba%C_!"_I%&$a_Das_esta-=$s9e&_!%(?t9_Ea%#a.0 *4(*._W$t9_t9e_:ass$%<_!" t%e&State&Ban(&of&0ndia&Act&in&#>==&t%e&underta(ing&t%e&0mperial&Ban(&of&0ndia&'a$&ta( en&over&b*&t%e&ne'l*&con$tituted&SB0- T%e&Re$erve&Ban(&of&0ndia (RB0) '%ic%&i$&t%e&3entral&ban(&'a$&e$tabli$%ed in& April+&#>"=&b*&pa$$ing&Re$erve&ban(&of&0ndia&act&#>"=-T%e&3entral Office of RB0 i$ in Mumbai and it control$ all t%e ot%er ban($ in t%e countr*- 0n&t%e&'a(e&of&$'ade$%i&movement&a&number&of&ban($&'it%&t%e&0ndian& management&'ere&e$tabli$%ed&in&t%e&countr*&namel*+&Pun4ab&National&Ban(& 5" :td- Ban( of 0ndia :td-+ Ban(&of&Baroda&:td- a)i$ ban(&:td-&on&#>t%&Mul*& #>B>+ #!&ma4or&ban($&of&t%e&countr*&'ere&nationaliFed&and&on&#=t%&April& #>DG+ B&more&commercial&private&$ector&ban($&'ere&ta(en&over&b*&t%e& Government- POSITON OF AXIS BANK A)i$ Ban( i$ one of t%e fa$te$t gro'ing ban($ in t%e countr* and %a$ an e)tremel* competitive and profitable ban(ing franc%i$e evidenced b* 3ompre%en$ive portfolio of ban(ing $ervice$ including 3orporate 3redit+ Retail Ban(ing+ Bu$ine$$ Ban(ing+ 3apital Mar(et$+ Trea$ur* and 0nternational Ban(ing- T9e P!s$t$!% as !% 2*st Ma;9 ()*2 Das as #%&e/ + -Balance S%eet SiFe R$ #+>B+>>+G# (Rs. In millions) -Total 2epo$it$ R$- 5+=5#+!># (Rs. in millions) -Net Advance$ R$ #+ >B>+ G# (Rs. in millions) -0nve$tment$ R$ #+#""+CD# (Rs. In millions) -Net'or( of Branc%e$ and L)ten$ion 3ounter$ #B55 -Number of ATM$ "CCC -Net NPA G-!5 J -3apital AdeAuac* Ratio #"-C" J AA$s Ba%C 9as $% :=a;e a s!#%& te;9%!=!<$;a= :=at"!' 5! Sound tec%nological platform 'it% centraliFed databa$e and operation$ enabling 5! ) C ) "B= HAn*'%ere Ban(ingI+ in order to render t%e be$t cu$tomer $ervice to it$ =-= million cu$tomer ba$e MISSION AND VALUES MISSION/ 3<STOMLR SLR803L AN2 PRO2<3T 0NNO8AT0ON T<NL2 TO 208LRSL NLL2S O. 0N2080<A: AN2 3ORPORATL 3:0LNT- 3ONT0NO<S TL31NO:OGS <PGRA2AT0ONE10:L MA0NTA0N0NG 1<MAN 8A:<LS PROGRLSS08L G:OBA:0SAT0ON AN2 A310L80NG 0NTLRNAT0ONA: STAN2AR2S L..030LN3S AN2 L..L3T08LNLSS B<0:T ON LT103A: PRA3T03LS- CORE VALUES/ 3<STOMLR SAT0S.A3T0ON T1RO<G1 PRO8020NG T<A:0TS SLR803L L..L3T08L:S AN2 L..030LNT:S 9SM0:L+0T LN1AN3LS SO<R .A3L 8A:<L/ 0S A SLR803L T<A:0TS STRLSSL2 ON PLR0O203 3<STOMLR SLR803L A<20TS MA60M0SAT0ON O. STA;L1O:2LR 8A:<L S<33LSS T1RO<G1 0NTLGR0TS+TLAMEOR; AN2 PLOP:L 5= OR1ANISATION STRUCTURE OF AXIS BANK BOARD OF DIRECTORS T1L MLMBLRS O. T1L BOAR2 ARL 5B CEO 8 C9a$'a% L2 3orporate Ban(ing L2 3orporate Strateg* L2 Tec%nolog* 7 Bu$ine$$ Proce$$e$ 'resident Credit 'resident !reasur( S)' Capital Markets 'resident Business Banking Co$pan( Secretar( )ice 'resident Support Services S)' *! 'resident Co$pliance S)' !reasur( Ops S)' Corp Bkng Ops 'resident *ntl Bkng 'resident Fin + Acct 'resident "etail Bkng 'resident Fin + Acct 'resident *nsp + Audit S)' 'ro,ects S)' "isk S)' &egal S)' Advances -onal .eads 2r- San4iv Mi$%ra 3%airman S%i(%a S%arma M-2 7 3LO 8-R ;aundin*a 2irector 8- Sriniva$an L-2 3orporate Ban(ing Somnat% Sengupta L-2 3orporate centre S%ri R-B-:- 8ai$% 2irector S%ri M-8- Subbia% 2irector S%ri ;-N- Prit%vira4 2irector SERVICES OFFERED BY AXIS BANK ACCOUNTS/ La$* Acce$$ Account Prime Saving$ Account Senior Privilege Account Saving$ Account .or T%e Tru$tKNgo$ Segment Smart Privilege Account Priorit* Ban(ing Salar* Po'er Po'er Salute Salar* Account$ Nri Service$ 5C 2epo$it$ .i)ed 2epo$it Recurring 2epo$it$ Lnca$% 5! Ta) Saver .i)ed 2epo$it LOANS/ Po'er 1ome$ Per$onal Po'er Po'er 2rive A$$et Po'er (:ap) :ea$e Rent 2i$counting Stud* Po'er :oan again$t Securitie$ Overdraft again$t Propert* Rever$e Mortgage :oan Medical LAuipment Me'eller* :oan 3ard Po'er 3on$umer Po'er T'o E%eeler :oan WEALTH MANA1EMENT/ 5INSURANCE F INVESTMENT6 Ban( a$$urance General 0n$urance :ife 0n$urance .inancial Advi$or* Service$(Mutual .und) Online Trading Service$ Gold 3oin$ 0nve$tment Re$earc% 5D CARDS/ 3redit 3ard$ Platinum 3redit 3ard Gold and Silver 3redit 3ard 8ariant$ 3orporate 3ard Platinum 3orporate 3ard Magnet Store 3ard A)i$ Ban( Sub%i($%a :o*alt* 3redit 3ard Tru$t 3%emi$t A)i$ Ban( 3redit 3ard A)i$ Ban( L$%op 3ard A)i$ Ban( Secured 3redit 3ard S%riram A)i$ Ban( 3o-Branded 3redit 3ard
DEBIT AND PREPAID CARD PRODUCTS/ 2ebit 3ard$ A)i$ Ban( Travel 3urrenc* 3ard$ A)i$ Ban( Meal 3ard A)i$ 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> CHAPTER +2 RESERCH METHODOLO1Y RESEARCH METHODOLO1Y OBEECTIVES _ OF _ THE _ STUDY "G To do comparative $tud* of retail loan$ provided b* A60S BAN; AN2 12.3 BAN;- a) 1ou$ing loan b) Per$onal loan c) Auto loan To&$tud*&t%e con$umer a'arene$$ of A)i$ Ban( and 12.3 ban(- SAMPLIN1 DESI1N/ Ta<et :!:#=at$!%/ T9e ta<et :!:#=at$!% $% t9$s esea;9 e"es t! t9e -a%C ;#st!'es D9! ae 9a7$%< a% a;;!#%t $% AXIS -a%C a%& HDFC -a%C &#e t! t9e ;!%7e%$e%;e $% ;!==e;t$%< t9e &ata. T9e es:!%&e%ts ;a% -e !" a%. <e%&e0 a%. $%;!'e =e7e=0 a%. !;;#:at$!% a%& a%. e&#;at$!% =e7e=. Sa':=$%< #%$t T%e $ampling unit$ are cu$tomer$ of A60S ban( and 12.3 ban(- Sa':=$%< 'et9!& .or t%i$ re$earc% 'e u$e non-probabilit* $ampling- Ui(mund (#>>C) $tated t%at in non- probabilit* $ampling+ t%e probabilit* of an* particular member of t%e population being c%o$en i$ un(no'n- T%e element in t%e population doe$ not %ave an* probabilit* attac%ed to t%eir being c%o$en a$ $ample $ub4ect$- Sno' ball $ampling 'ill be applied in t%i$ re$earc%- Sno' ball $ampling i$ u$ed to collect t%e data from t%e cu$tomer$- Sno' ball $ampling refer$ to t%e procedure t%at involve$ t%e $election of additional re$pondent$ ba$ed on referral$ of initial re$pondent$- Sa':=e S$Ge "# G%auri (5GG5) $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$ BG 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 !" AA$s Ba%C a%& HDFC Ba%C Dee 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 Aue$tioning+ t%at i$ per$onal intervie' 'it% t%e aid of printed Aue$tionnaire$- "5 C9a:te+, STUDY OF THE TOPIC "" SAVIN1 ACCOUNT RE1ULAR SAVIN1 ACCOUNT H Eide net'or( of branc%e$ and over t%ou$and ATM$ to meet all *our ban(ing need$ no matter '%ere *ou are located- H Ban( convenientl* 'it% facilitie$ li(e Net Ban(ing and Mobile Ban(ing- c%ec( *our account balance+ pa* utilit* bill$ or $top c%eAue pa*ment+ t%roug% SMS- H Never over$pend- S%op u$ing *our 0nternational 2ebit 3ard t%at reflect$ t%e actual balance in *our $aving$ account H Per$onaliFed c%eAue$ 'it% *our name printed on eac% c%eAue leaf for en%anced $ecurit*- H Ta(e advantage of Bill Pa*+ an in$tant $olution to all *our freAuent utilit* bill pa*ment$- 0n$truct for pa*ment over t%e p%one or t%roug% t%e 0nternet- H Avail of facilitie$ li(e Safe 2epo$it :oc(er+ S'eep-0n and Super Saver facilit* on *our account- H .ree tran$action$ on SB0KAnd%ra Ban( ATM$ per mont%- H .ree Pa*able-at-Par c%eAueboo(+ 'it%out an* u$age c%arge$ up to a limit of R$-=G+ GGGK- per mont%- H .ree 0n$taAlert$ for all account %older$ for lifetime of t%e account- H .ree Pa$$boo( facilit* available at %ome branc% for account %older$ (individual$ H .ree Lmail Statement facilit* SAVIN1 PLUS ACCOUNT H .ree unlimited tran$action$ 3a$% 'it%dra'al and balance enAuir*+ at all 12.3 Ban( ATM$ 7 on an* ot%er Ban(P$ ATM u$ing *our 12.3 Ban( 2ebit 3ard- H .ree Gold 2ebit 3ard for primar* account %older for lifetime of t%e account- Gold 2ebit 3ard for ot%er account %older$ at R$ 5=GK- p-a- H .ree EomanP$ AdvantageK0nternational 2ebit 3ard for all account %older$ for lifetime of t%e account- H .ree Pa*able-at-Par (PAP) c%eAueboo(+ 'it%out an* u$age c%arge$ up to a limit of # lac per mont%-V "! H .ree 2emand 2raft$ on 12.3 Ban( location$+ up to a limit of =G+GGGK- per da* at %ome branc%- H SelfKT%ird Part* 3a$% 2epo$itKEit%dra'al at non-%ome branc%e$+ up to R$ =G+GGGK- per da* free- Above R$ =G+GGG a c%arge of R$ 5->G per t%ou$and on t%e full amount 'ould be applicable- H Optional $'eep out facilit* to tran$fer e)tra $aving$ to a .i)ed 2epo$it+ at t%e t%re$%old of R$-=G+GGGK--0n t%e event of t%e balance in Saving$ Ma) account e)ceeding R$ =G+GGGK-+ t%e amount in e)ce$$ of R$ =G+GGGK- 'ill be $'ept out in to a .i)ed 2epo$it 'it% a minimum value of R$ 5=GGGK- for a #*ear #da* period- H .ree Bill Pa* 7 0n$taAlert$ for all account %older$ for lifetime of t%e account H .ree Mont%l* Statement of Account- H =GJ off on t%e :oc(er rental for t%e # $t *ear onl*- H .olio maintenance c%eAue$ on 2emat account free for fir$t *ear-arg H .ree National Llectronic .und$ Tran$fer facilit*+ Net Ban(ing+ P%one Ban(ing 7 Mobile Ban(ing- H .ree Pa$$boo( facilit* available at %ome branc% for account %older$ (individual$)- H .ree Lmail Statement facilit* SAVIN1 MAX ACCOUNT H .ree unlimited tran$action$ 3a$% 'it%dra'al and balance enAuir*+ at all 12.3 Ban( ATM$ 7 on an* ot%er Ban(P$ ATM u$ing *our 12.3 Ban( 2ebit 3ard- H .ree Gold 2ebit 3ard for primar* account %older for lifetime of t%e account- Gold 2ebit 3ard for ot%er account %older$ at R$ 5=GK- p-a- H .ree EomanP$ AdvantageK0nternational 2ebit 3ard for all account %older$ for lifetime of t%e account- H .ree Pa*able-at-Par (PAP) c%eAueboo(+ '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$+ up to R$ =G+GGGK- per da* free- Above R$ =G+GGG a c%arge of R$ 5->G per t%ou$and on t%e full amount 'ould be applicable- H Optional $'eep out facilit* to tran$fer e)tra $aving$ to a .i)ed 2epo$it+ at t%e t%re$%old of R$-=G+GGGK--0n t%e event of t%e balance in Saving$Ma) account e)ceeding R$ =G+GGGK-+ t%e "= amount in e)ce$$ of R$ =G+GGGK- 'ill be $'ept out in to a .i)ed 2epo$it 'it% a minimum value of R$ 5=GGGK- for a #*ear #da* period- H .ree Bill Pa* 7 0n$taAlert$ for all account %older$ for lifetime of t%e account- H .ree Mont%l* Statement of Account- H =GJ off on t%e :oc(er rental for t%e # $t *ear onl*- H .olio maintenance c%Aue$ on 2emat account free for fir$t *ear-arg H .ree National Llectronic .und$ Tran$fer facilit*+ Net Ban(ing+ P%one Ban(ing 7 Mobile Ban(ing- H .ree Pa$$boo( facilit* available at %ome branc% for account %older$ (individual$)- H .ree Lmail Statement facilit* FIXED DEPOSITS/+ RE1ULAR FIXED DEPOSIT H Potential to earn compound intere$t b* reinve$ting t%e principal amount along 'it% t%e intere$t earned during t%e period- H No penalt* for premature 'it%dra'al- H .le)ibilit* 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- H 1ig%er rate of intere$t on .i)ed 2epo$it$ for Senior 3itiFen$ SUPER SAVER FACILITY H 0tP$ li(e t'o Account$ 'or(ing in tandem to give *ou better return$- H 3%oo$e bet'een a Saving$ Account and 3urrent Account to lin( to *our .i)ed 2epo$it- H Avail an overdraft facilit* to $upplement *our %ou$e%old or bu$ine$$ need$- H Pa* bac( 'it% intere$t onl* on t%e dra'n amount+ '%ile t%e remaining .i)ed 2epo$it continue$ to earn *ou intere$t- H .le)ibilit* in altering period of depo$it+ maturit* and pa*ment in$truction$+ principal amount and rollover mode before maturit* of t%e rollover depo$it- "B H Senior citiFen$ en4o* a %ig%er rate of intere$t on t%eir .i)ed 2epo$it$ SWEEP+IN+FACILITY H 3%oo$e bet'een a Saving$ Account or 3urrent Account to lin( to *our .i)ed 2epo$it- H Larn %ig%er intere$t on t%e mone* till it i$ $'ept-in+ '%ile t%e remaining .i)ed 2epo$it continue$ to earn *ou intere$t- H Onl* an e)act amount reAuired to ma(e up for t%e deficit in t%e Saving$ account i$ 'it%dra'n from *our .i)ed 2epo$it (unit$ of Re- #K-) t%ereb* minimiFing intere$t lo$$- H Multiple depo$it$ can be lin(ed to t%e Saving$ account- H .le)ibilit* in altering t%e period of depo$it+ maturit* and pa*ment in$truction$+ principal amount and rollover mode- H Sou can avail of bot%+ a Super$aver .acilit* a$ 'ell a$ a S'eep-0n .acilit* if *ou %ave lin(ed *our depo$it$ to a Saving$ .acilit*- H Senior citiFen$ en4o* a %ig%er rate of intere$t on t%eir .i)ed 2epo$it$- H Avail an 0nternational 2ebit card and a .ree c%eAue boo( on *our S'eep-in Saving$ account DEMAT ACCOUNT/+ 12.3 BAN; i$ one of t%e leading 2epo$itor* Participant (2P) in t%e countr* 'it% over D :ac demat account$- 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$$le of %andling p%*$ical document$ t%at get mutilated or lo$t in tran$it- 12.3 BAN; i$ 2epo$itor* participant bot% 'it% -National Securitie$ 2epo$itorie$ :imited (NS2:) and 3entral 2epo$itor* Service$ :imited (32S:)- Feat#es a%& Be%e"$ts H Settlement of Securitie$ traded on t%e e)c%ange$ a$ 'ell a$ off mar(et tran$action$- H S%orter $ettlement$ t%ereb* en%ancing liAuidit*- "C H Pledging of Securitie$- H Llectronic credit in public i$$ue- H Auto 3redit of Rig%t$ K Bonu$ K Public 0$$ue$ K 2ividend credit t%roug% L3S- H Auto 3redit of Public 0$$ue refund$ to t%e ban( account H No $tamp dut* on tran$fer of $ecuritie$ %eld in demat$ form- H No concept of Mar(et :ot$- 3%ange of addre$$+ Signature+ 2ividend Mandate+ regi$tration of po'er of attorne*+ tran$mi$$ion etc- can be effected acro$$ companie$ %eld in demat form b* a $ingle in$truction to t%e 2epo$itor* Participant (2P)- H 1olding K Tran$action detail$ t%roug% 0nternet K email- BUSINESS AND MARKETIN1 STRATE1Y H 3ontrol operating co$t$- H Gro't% $trateg* focu$ing on Aualit* and not on Auantit* and delivering %ig% Aualit* cu$tomer $ervice- H :everage our tec%nolog* platform and open $caleable $*$tem$ to deliver more product$ to more cu$tomer$ and to control operating co$t$- H Maintain our current %ig% $tandard$ for a$$et Aualit* t%roug% di$ciplined credit ri$( management- H 2evelop innovative product$ and $ervice$ t%at attract our targeted cu$tomer$ and addre$$ inefficiencie$ in t%e 0ndian financial $ector- H C!%t$%#e to develop product$ and $ervice$ t%at reduce our co$t of fund$- 0ncrea$e our mar(et $%are in 0ndiaI$ e)panding ban(ing and financial $ervice$ indu$tr* b* follo'ing a di$cipline "D CHAPTER+> ANALYSIS 8 INTERPREATION "> COMPARISON WITH HDFC BANK HOUSIN1 LOAN C!%te%ts AXIS BANK LTD. HDFC *.P#:!se 3on$truction :and purc%a$e Purc%a$e of %ou$e :and purc%a$e and con$truction Ta(e over from ot%er ban($ 1<2A or from ot%er board$ 1ome from cooperative $ocietie$ 1ou$ing loan for force$ Repair K e)ten$ion 3on$truction :and purc%a$e Purc%a$e of %ou$e 1ome improvement 1ome e)ten$ion Balance tran$fer of loan$ from ot%er in$titution$ Purc%a$e of flat from cooperative (.D!;#'e%ts a6"! sa=a$e& ;=ass a6"! sa=a$e& ;=ass :ate$t $alar* $lip 8erification of emplo*ment 2i$clo$ure of detail$ of emplo*ment for la$t = *ear$ .orm #B from emplo*er late$t income ta) return for 5*ear$ 8erification of emplo*ment form 'it% onl* part # filled in :ate$t $alar* $lip K $alar* certificate$ $%o'ing deduction Permanent addre$$ :etter from emplo*er agreeing to deduct LAuated mont%l* in$tallment (LM0) to'ard$ repa*ment of t%e loan- -6"! se=" e':=!.e& -6"! se=" e':=!.e& P!"ess$!%a=s P!"ess$!%a=s Note of bu$ine$$ profile 0ncome ta) return for late$t 5 Balance $%eet 7 P7: account of bu$ine$$ profe$$ion 3op* of 0ncome Ta) !G *ear$ Profit 7 lo$$ 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$!% I Re:a$I EAte%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$e+ e)ten$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 e)tended K renovated- 2etail$ of occupation for previou$ = *ear$- !# a$$ociationK builder 2. P!;ess$%< t$'e Min- #5da*$ Ma)- #=da*$ Min- !da*$ Ma)- C da*$ ,. P!;ess$%< "ees #J of loan amount #J of loan amount >. I%teest ates O% Da$=. Re&#;$%< Ba=a%;e O% M!%t9=. Re&#;$%< Ba=a%;e Yeas Rate Yeas Rate #-#G C-5= = C-=5 ##-5G C-C= #G D-= 5!% Da$=. e&#;$%< -a=a%;e6 #= > 5G > -. O% A%%#a= Re&#;$%< Ba=a%;e = D-5= #G D-5= #= D-C= 5G D-C= 3. Te%#e Min- # *ear Ma)- 5G *ear$ Min- # *ear Ma)- 5G *ear$ ?. L!a% a'!#%t Min- # lac$ Ma)- =G lac$ Min- # lac$ Ma)- # crore @. E=$<$-$=$t. a) GovernmentK PublicKPrivate $ector confirmed emplo*ee$ and able to provide pa* $lip K form #B 'it% %aving minimum $alar* of R$- C5GGG p-a- b) Self emplo*ed 'it% minimum " *ear$ c) 0ndividual$ bet'een t%e age of #D-B= *ear$- All individual$+ $alarie$ cla$$ and $elf emplo*ed and profe$$ional income of R$- C5GGG p-a- 4. Ne<at$7e P!"$=e Stoc( bro(er Real e$tate agent$ Builder$ :andlord$ 2irect mar(eting a$$ociate$ Placement agencie$ Bu$ine$$man t%o$e '%o donIt file t%eir income ta) return- !5 Lmplo*ee$ of %olida* re$ort$ and dot- 3om companie$ *). Se;#$t. LAuitable mortgage of propert* Mortgage of propert* andKor collateral $ecurit* a$ ma* be nece$$ar*- 0nterim $ecurit* ma* be reAuired if propert* i$ under con$truction 0nterim K 3ollateral $ecurit*+ could be :03 policie$+ t%e Surrender value+ of '%ic% i$ at lea$t eAual to t%e loan amount+ guarantee$ from $ound and $olvent guarantee$ pledge of $%are$ etc- **. Ma<$% M!%e. #=J of co$t of propert* #=J of co$t of propert* *(. Pe%a= I%teest -No- -No- *2. Re:a.'e%t Pe%a=t. -No- *,. L!a% $s <$7e% D$t9$% '#%$;$:a= =$'$ts ! %!t Eit% municipal limit$ Bot% 'it%in and out of t%e municipal limit$ *>. I%s#a%;e Fa;$=$t. Se$ Se$ *3. TaA Be%e"$ts Se$ Se$ *?. Sa%;t$!%$%< P!De No No
PERSONAL LOAN COMPARISON WITH HDFC BANK !" C!%te%ts AXIS BANK LTD. HDFC *. P#:!se .urni$%ing of %ome Bu*ing an P3 An e)otic %olida* .or education of c%ildren .or 'edding in t%e famil* Eedding in famil* Pa*ing college fee$ Purc%a$e of con$umer durable li(e Refrigerator+ 3olour T-8-+ A-3-+ Ea$%ing Mac%ine+ Oven+ 3oo(ing Range+ Mu$ic S*$tem+ .urniture+ P-3- and 1ou$e%old eAuipment$ Renovation of %ou$e (. D!;#'e%ts Sa=a$e& C=ass Se=" E':=!.e& Sa=a$e& C=ass P!"ess$!%a= a6 I&e%t$t. P!!" Se$ Se$ Se$ Se$ -6 Ba%C State'e%t Se$ Se$ Se$ Se$ ;6 A&&ess P!!" Se$ Se$ Se$ Se$ &6 I%;!'e P!!" 5Latest Sa=a. S=$:6 Se$ Se$ Se$ No e6 J#a=$"$;at$!% P!!" No Se$ No Se$ "6 U%&etaC$%< "!' e':=!.e Se$ No - - <6 P!!" !" Pa;t$;e No Se$ - - 96 I%;!'e TaA et#% "! =ast ( .eas Se$ Se$ No No $6 I%;!'e State'e%t ;et$"$e& -. No Se$ No Se$ !! C.A. K6 P!st &ate& C9eL#es Se$ Se$ Se$ Se$ 2. P!;ess$%< T$'e Min- ! da*$ Ma)- C da*$ Min- C da*$ Ma)- #G da*$ ,. P!;ess$%< Fees #J of loan amount 5J of loan amount >. I%teest Rates Sa=a$e& C=ass Sa=a$e& C=ass I Se=" E':=!.e& P!"ess$!%a= C!%te%t W$t9 C!==atea= Se;#$t. W$t9!#t C!==atea= Se;#$t. #!-=J - #C-=J 0f borro'er %ave $alar* account or an* ot%er account in t%e Ban( t%an #J di$count- 0f Saving AKc 'it% t%e ban( t%en #-=J <pto =GGGG Above =GGGG #= #B #B #C (On dail* reducing balanced) 0f previou$ relation$ or relative of emplo*ee t%en #J di$count in intere$t rate- 0f c%ec( off facilit* t%en #-=J di$count for $alaried cla$$ onl* 3. Te%#e Min- # Sear Ma)- ! Sear$ Min- # Sear Ma)- ! Sear$ ?. L!a% A'!#%t F!'#=a t! ;a=;#=ate MaA$'#' A'!#%t a6 F! Sa=a$es C=ass Time Period in mont%$ ) " ad4u$ted $alar* -6 F! Se=" E':=!.e& 5 time$ of Gro$$ 0ncome ta) return after deducting an* loan obligation- F!'#=a t! ;a=;#=ate MaA$'#' A'!#%t F! Sa=a$es C=ass a%& P!"ess$!%a= > time$ of net annual pa* @. E=$<$-$=$t. 0ndividual %aving age bet'een 5=- -N0:- != =D *ear$- Govt- emplo*eeI$ public limited compan*+ emplo*ee$+ teac%er$+ reputed private organiFation$+ emplo*ee$ %aving minimum $alar* R$-D!GGGK- p-a- Self emplo*ed K profe$$ional %aving minimum income of R$-# lac$ p-a- 4. Ne<at$7e P!"$=e Lmplo*ee$ of private limited companie$ Proprietor$%ip Partner$%ip concern$ Policeman Advocate$ Policeman Advocate$ Bu$ine$$man *). Se;#$t. Securit* eAuivalent to #GGJ of t%e loan amount in t%e form of <T0+ NS3+ Ban( 2epo$it$+ Surrender$ 8alue of :03 Polic*- Se;#$t. eL#$e& D9ee/ No c%ec( off facilit* 0ndividual %aving le$$ t%an reAuired income Relative$ of emplo*ee$ -N0:- **. Ma<$% M!%e. -N0:- -N0:- *(. Pe%a= I%teest -N0:- -N0:- *2. Pe:a.'e%t Pe%a=t. -N0:- 5J of being prepaid *,. Sa%;t$!%$%< P!De -NO- -NO- !B AUTO LOAN COMPARISON WITH HDFC BANK C!%te%ts AXIS BANK HDFC BANK *.P#:!se T! -#. %eDI!=& ;a0 ( D9ee=e T! -#. a %eDI!=& ;a0( D9ee=e (.D!;#'e%ts A<e :!!" Res$&e%;e :!!" I&e%t$t. :!!" I%;!'e :!!" Ba%C state'e%t S$<%at#e :!!" P!st &ate& ;9eL#es Ta;C e;!& !" :e7$!#s =!a%s I&e%t$t. :!!" I%;!'e :!!" Ba%C state'e%t Res$&e%;e :!!" P!st &ate& ;9eL#es 2.P!;ess$%< T$'e Ca L!a% M$%. / ( &a.s MaA./ > &a.s ( W9ee=e L!a% M$%. / sa'e &a. MaA. / 2 &a.s Ca L!a% M$%. / ( &a.s MaA. / > &a.s ( W9ee=e =!a% M$%. / sa'e &a. MaA. / 2 &a.s ,. P!;ess$%< "ees Ca L!a% B NIL ( W9ee=e L!a% B NIL Ca L!a% B NIL ( W9ee=e L!a% B (M !" =!a% a'!#%t ! '$%$'#' Rs.>)) D9$;9e7e $s =ess >. I%teest ates F!# W9ee=e =!a% St&. se<'e%t / ?.?>M M$& se<'e%t / @.(>M Pe'. Se<'e%t / @.>M F!# W9ee=e =!a% 3.> t! ?M !C 5!% &a$=. e&#;$%< -a=a%;e6 ( W9ee=e L!a% * .ea /*2.>M ( .eas / *2.2(M 2 .eas / *2M 5"=at ate6 ( W9ee=e L!a% *)M 5"=at ate6 3. Te%#e Ca L!a% M$%./ * .ea MaA./ 1!7t. e':=!.ees /? .eas B#s$%ess'a% / >.eas ( W9ee=e =!a% M$%. / * .ea MaA./ 2 .eas Ca L!a% M$%./* .ea MaA. / > .eas ( W9ee=e L!a% M$%. / 3 .eas MaA. / 2 .eas ?. L!a% A'!#%t Ca L!a% St&. se<'e%t /@>M M$& se<'e%t / @)M Pe'. Se<'e%t/ ?)M O (.>M t$'es !" a%%#a= $%;!'e ( W9ee=e L!a% 4>M !" ;!st ! M$%. Rs.*>)))I+ Ca L!a% A== se<'e%t /4)M !" ;a 7a=#e ( W9ee=e L!a% MaA. / @>M !" a#t! =!a% M$%. / Rs.?)))I+ @. E=$<$-$=$t. I%&$7$#a= -etDee% a<e !" *@ t! 3) .eas a%& 9a7$%< '$%$'#' !" <!ss $%;!'e !" Rs. ,))) :.'. $% ;ase !" ( D9ee=e a%& Rs. 3>))I+ $% ;ase !" ;a =!a% I%&$7$#a= -etDee% a<e !" (* t! >@ .eas a%& 9a7$%< '$%$'#' !" <!ss $%;!'e !" Rs. 2>)) :.'. $% ;ase !" ( D9ee=e a%& Rs.3>))I+ $% ;ase !" ;a =!a%. 4. Ne<at$7e :!"$=e A&7!;ate P!=$;e'e% A&7!;ate :!=$;e'a% !D P!:et. &ea=es A<e%ts C!%ta;t!s ;!%ta;t!s =a-!# D!Ces *). Se;#$t. 9.:!t9e;at$!% !" 7e9$;=e :#;9ase a%& :!st &ate& ;9eL#es 9.:!t9e;at$!% !" 7e9$;=e :#;9ase& a%& :!st &ate& ;9eL#es **. Ma<$% M!%e. Ca =!a% St&. se<'e%t /*>M M$&. Se<'e%t / ()M Pe'.se<'e%t / 2)M ( W9ee=e L!a% *>M Ca L!a% A== se<. / *)M ( W9ee=e =!a% *>M C!%;=#s$!% 3u$tomer $ati$faction in ca$e of A)i$ ban( $eem$ to be %ig%er a$ compared to 12.3 ban(- T%i$ ma* be attributed to t%e fact t%at A)i$ ban( %a$ a $tronger ATM net'or( '%ic% i$ 'ell maintained- !> CONSUMER AWARENESS OF HDFC BANK 8 AXIS BANK J*. HOW DID YOU COME TO KNOW ABOUT THE BANKN Data Ta-=es Res:!%seIBa%C F$e%&s A&s EA9$-$t$!%s Ot9es AA$s Ba%C *4M >(M ?M ((M HDFC -a%C 2@M (2M *)M (4M =G I%te:etat$!% !" t9e Res:!%ses <$7e% -. C#st!'es/ Regarding 0tem No- #+ Ma4orit* of t%e cu$tomer$ of 12.3 ban( $aid t%at t%e* came to (no' about t%e ban( t%roug% .riend$- E%erea$ t%e cu$tomer$ of A)i$ ban( $aid t%at t%e* came to (no' about t%e ban( t%roug% Ad$- T%i$ $ignifie$ t%at 12.3 ban( cu$tomer$ rel* more on 'ord of mout% and A)i$ ban( give$ e)po$ure to cu$tomer$ t%roug% a greater number of Ad$ J(. WHOM DID YOU CONTACT FRST IN THE BANKN Res:!%seIBa%C MaCet$%< EAe;#t$7e Ba%;9 Ot9es AA$s Ba%C >>M 2@M ?M HDFC -a%C 2)M >>M *>M =# I%te:etat$!% !" t9e Res:!%ses <$7e% -. C#st!'es Regarding 0tem No- 5+ t%e cu$tomer$ of 12.3 ban( $aid t%at t%e* contacted t%e branc% directl*+ '%erea$+ t%e cu$tomer$ of A)i$ ban( $aid t%at t%e* contacted t%roug% t%e mar(eting e)ecutive of t%e ban(- T%i$ $ignifie$ t%at 12.3 %a$ greater number of acce$$ible branc%e$ in t%e countr* and A)i$ ban(I$ mar(eting net'or( i$ $tronger- J2. WHICH FACTORS PLAY AN IMPORTANT ROLE WHILE OPENIN1 AN ACOOUNTN Res:!%seIBa%C A&s S:=. O""es O:eat$!%a= Sta"" C!%7$%;$%< P!De Ce&$-$=$t. AA$s Ba%C 2)M *)M *(M 22M *>M HDFC -a%C *?M (@M 2*M *(M *(M =5 I%te:etat$!% !" t9e Res:!%ses <$7e% -. C#st!'es Regarding 0tem No- "+ t%e cu$tomer$ of 12.3 ban( $aid t%at Special offer$ and operational $taff are t%e main factor$ in opening an account+ '%erea$ t%e cu$tomer$ of A)i$ ban( $aid t%at Ad$ and convincing po'er of e)ecutive$ 'ere t%e main factor$ in opening an Account in t%e ban( J,. WHICH PRODUCT YOU USE THE MOSTN Res:!%seIBa%C Sa7$%<s C#e%t FD De'at Ot9es AA$s Ba%C >>M >M >M 2)M >M HDFC -a%C ,4MM ?M 4M 2*M ,M =" I%te:etat$!% !" t9e Res:!%ses <$7e% -. C#st!'es Regarding 0tem No- !+ t%e cu$tomer$ of bot% ban($ $aid t%at t%e* u$e Saving$ and 2emat $ervice$ t%e mo$t- T%ere i$ no $ignificant difference in t%e opinion$ of t%e cu$tomer$ of t'o ban($ J>.ARE YOU SATISFIED WITH DEMATS ACCOUNT OF THE BANKN =! I%te:etat$!% !" t9e Res:!%ses <$7e% -. C#st!'es Regarding $ati$faction in u$ing 2emat account+ t%e cu$tomer$ of bot% ban($ $aid t%at t%e* 'ere $ati$fied b* t%e $ervice provided b* t%e t'o ban($- B- J/ W9$;9 !" "!==!D$%< "a;$=$t$es D$e;t Ba%C$%< C9a%%e=s 5DBC6 .!# #se t9e '!stN == Res:!%seIBa%C Yes N! AA$s Ba%C 4@M (M HDFC -a%C 4>M >M Res:!%seIBa%C ATM Net -a%C$%< P9!%e -a%C$%< M!-$=e Ba%C$%< AA$s Ba%C @>M *)M 2M (M HDFC -a%C 3>M ()M *,M *M I%te:etat$!% !" t9e Res:!%ses <$7e% -. C#st!'es Regarding 0tem No- B+ cu$tomer$ of 12.3 ban( $aid t%at t%e* u$e ATM and p%one ban(ing t%e mo$t+ '%erea$ t%e cu$tomer$ of A)i$ ban( replied in favor of onl* ATM- T%i$ $ignifie$ t%at 12.3 ban( %a$ a greater influence 'it% regard to t%e p%one ban(ing $ervice provided b* t%em- 1o'ever+ A)i$ ban( $eem$ to %ave a greater net'or( of ATM$ in$talled all over t%e countr* ?. J/ H!D D$== .!# ate :e"!'a%;e !" &$e;t -a%C$%< ;9a%%e=s .!# ae #s$%< $% t9e -a%CN =B Res:!%seIBa%C EA;e==e%t 536 > , 2 ( * P!! 5)6 AA$s Ba%C *? ? , * * ) ) HDFC -a%C *2 > @ 2 * ) ) I%te:etat$!% !" t9e Res:!%ses <$7e% -. C#st!'es Eit% regard to rating t%e direct ban(ing c%annel$+ t%e A)i$ ban( cu$tomer$ gave an average rating of =-5B+ '%erea$ t%e cu$tomer$ of 12.3 ban( gave an average rating of !-DB- T%i$ $%o'$ t%at cu$tomer$ of A)i$ ban( rate t%e performance of 2B3$ %ig%er t%an 12.3 ban(. @ J/ D! .!# "a;e a%. :!-=e' D9$=e 'a$%ta$%$%< .!# a;;!#%t at -a%CN Res:!%seIBa%C Yes N! AA$s Ba%C 4>M >M HDFC -a%C @)M ()M =C I%te:etat$!% !" t9e Res:!%ses <$7e% -. C#st!'es Regarding problem$ faced b* t%e cu$tomer$ to maintain t%e account at t%e ban(+ >=J of t%e cu$tomer$ of A)i$ ban( replied in po$itive+ '%erea$ 5GJ of t%e cu$tomer$ of 12.3 ban( $aid t%at t%e* face $ome problem$ in maintaining t%e account at t%e ban(- Some of t%e problem$ enumerated b* t%e cu$tomer$ 'ere+ Aueue at ATM$+ greater proce$$ing time per cu$tomer+ Non-maintenance of ATM$ etc-