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A

Summer Training Report


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$$&'orld&and&bridge$&t%e&gap&bet'een&t%eor* 'or( and&,practical&
(no'ledge-&.or&an*&finance&$tudent$&'%o&i$&$triving&to&perform&out$tanding+ it
i$&of&paramount&importance&t%at&apart&form&t%eoret%ical&(no'ledge&one&mu$t&al$o
gain&practical&(no'ledge-T%i$&reall*&provided&me&an&opportunit*&to&demon$trate&m*
Abilit* in appl*ing t%eor*&to&practical&bu$ine$$&$ituation- T%e&$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$&of&m*&pro4ect-
P!!%a' 7e'a
5
ACKNOWLED1EMENT
Gratitude&i$&not&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$$ured return $c%eme$ along 'it% B-C=J <S-B! Bond$+
B-BGJ ARS Bond$ 'it% a <nit 3apital of over R$- #!#BC-=> crore$-
T%e Government of 0ndia %a$ currentl * appointed S%ri ;- N- Prit%vira4 a$ t%e
Admini$trator of t%e Specified underta(ing of <T0+ to loo( after and admini$ter
t%e $c%eme$ under <T0 - 0+ '%ere Government %a$ continuing obligation$ and
commi tment$ to t%e inve$tor$+ '%ic% it 'ill up%old-
Mea%$%< _ a%& _ De"$%$t$!%/+
Ban(&i$&an&in$titution&t%at&deal$&in&mone*&and&it$&$ub$titute$&and&provide$
crucial&financial&$ervice$-&T%e&principal&&t*pe&of&ban(ing&in&t%e&modern&
indu$trial&'orld&are&commercial&ban(ing&7&central&ban(ing-
Ban(ing&Mean$&9&Accepting&2epo$it$&for&t%e&purpo$e&of&lending&or
0nve$tment&of&depo$it$&of&mone*&from&t%e&public+ repa*able&on&demand&or&
ot%er'i$e&and&'it%dra'&b*&c%eAue+&draft&or&ot%er'i$e/Ban(ing&3ompanie$
(Regulation)&Act+&#>!>
T%e&conci$e&o)ford&dictionar*&%a$&defined&a&ban(&a$&9L$tabli$%ment&for&
cu$tod*&of&mone*&'%ic%&it&pa*$&out&on&cu$tomer$&order-?&0nfact&t%i$&i$&t%e
function&'%ic%&t%e&ban(&performed&'%en&ban(ing&originated-
?B*&ban(ing&in&t%e&mo$t&general&$en$e+ i$&meant&t%e&bu$ine$$&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-

J4. WHY DO YOU PREFER THIS BANKN


Res:!%seIBa%C Bette
Se7$;es
Bette
Ret#%s
Atta;t$7e
P=a%s
A<e%t
K%!D%
Ot9es
AA$s Ba%C 2?M *>M ,)M 2M >M
HDFC -a%C 2>M *)M *3M 2>M ,M
=D

I%te:etat$!% !" t9e Res:!%ses <$7e% -. C#st!'es
Regarding t%e rea$on$ in preferring t%e ban(+ t%e cu$tomer$ of A)i$ ban( $aid t%at t%e*
preferred it becau$e of it$ Attractive plan$ and better $ervice$- 1o'ever+ t%e cu$tomer$ of
12.3 ban( replied in favor of better $ervice$ and a $ignificant percentage al$o $aid t%at
t%e agent of ban( 'a$ (no'n to t%em-
CHAPTER+>
=>
CONCLUSION
F$%&$%<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- T%e problem$ faced b* t%e cu$tomer$ of A)i$ ban( are fe'er
t%an 12.3 ban(- 1o'ever+ t%ere i$ a $cope in improving t%e Aualit* of net ban(ing and
p%one ban(ing $ervice$ in ca$e of A)i$ ban(-
BG
HOUSIN1 LOAN
Strengt%$
A$ in compari$on 'it% 12.3 ban( intere$t rate of A60S ban( i$ le$$ t%an intere$t rate of
12.3 ban(-
No prepa*ment penalt* i$ anot%er $trengt% of A60S ban( in compari$on to 12.3
Eea(ne$$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$$ intere$t rate$
Eea(ne$$e$
One 'ea(ne$$ in per$onal loan in compari$on to 12.3 ban( i$ loan limit -loan limit i$
le$$ 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$$ing time
B#
Eea(ne$$e$
0ntere$t rate$ are more compari$on to 12.3 ban(
:oan limit i$ le$$ t%an loan limit provided b* 12.3 ban(
Margin mone* i$ more t%an margin mone* provided b* 12.3 ban(-
CHAPTER+3
B5
SU11ESTATIONS
S#<<est$!%s
#) A)i$ ban( la*$ more focu$ on ATM $ervice$ acro$$ t%e countr*- T%e* need to la* more
emp%a$i$ on demat $ervice$N .2+ net ban(ing and Special offer$ al$o need to be
$tre$$ed upon- T%i$ 'ill increa$e it$ credibilit* and 'ill %elp in increa$ing t%e number
of cu$tomer$ to a greater e)tent-
5) 0ntere$t rate$+ proce$$ing fee$ + tenure+ margin mone*+-all t%e$e are important on loan$-
%ou$ing+per$onal+auto +$o ban( $%ould revi$e all above+ (eeping in vie' t%e ot%er
B"
ban($- Ban($ can appoint $ome mar(eting e)ecutive$ for t%i$ purpo$e t%o$e '%o can
give information of mar(et 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 'ea(ne$$ of A60S ban(I$ loan i$ proce$$ing time -a$ toda* ever*
per$on i$ ver* bu$* -%e canIt 'ait for more da*$ for ta(ing loan -So proce$$ing time can
be reduced onl* '%en t%e $anctioning aut%orit* i$ provided to branc% office$-
!) A)i$ ban( $%ould al$o provide it$ cu$tomer$ 'it% p%one ban(ing and mobile ban(ing
facilitie$
BIBLIO1RAPHY
B!
B$-=$!<a:9.
Annual Report of a)i$ ban(
EEE-%gb-co-in
'''-mone*-rediff-com
'''-mone*control-com
'''-b$eindi-com
'''-$tati$tic$india-com
'''-$ebi-com
B=
JUESTIONNAIRE ON CUSTOMER SATISFACTION
Na'e / Ba%C/
*. J/ _H!D_&$&_.!#_;!'e_t!_C%!D_a-!#t t9$s -a%CN
F$e%&s A&Os EA9$-$t$!% Ot9es
(. J/ W9!' &$& .!# ;!%ta;t "$st $% t9e -a%CN
MaCet$%< EAe;#t$7es Ba%;9 Ot9es
2. J/ _W9$;9_"a;t!_:=a.s_a%_$':!ta%t_!=e_D9$=e_!:e%$%<_a%_a;;!#%t_N
A&Os S:e;$a= O""e O:eat$!%a= Sta""
C!%7$%;$%< P!De !" EAe;#t$7es Ce&$-$=$t. !" Ba%C
,. J/ W9$;9 :!&#;t &! .!# #se t9e '!stN
Sa7$%< AI; C#e%t AI; FD
DEMAT Ot9es
BB
>. J/ Ae .!# sat$s"$e& D$t9 DEMAT a;;!#%t !" t9e -a%CN
Yes N!
3 J/ W9$;9 !" "!==!D$%< "a;$=$t$es D$e;t Ba%C$%< C9a%%e=s 5DBC6 .!# #se t9e
'!stN
ATM Net Ba%C$%< P9!%e Ba%C$%<
M!-$=e Ba%C$%<
? J/ H!D D$== .!# ate :e"!'a%;e !" &$e;t -a%C$%< ;9a%%e=s .!# ae #s$%<
$% t9e -a%CN
EA;e==e%t > , 2 ( * :!!
@. J/ D! .!# "a;e a%. :!-=e' D9$=e 'a$%ta$%$%< .!# a;;!#%t at -a%CN
I" PYesO P=ease 'e%t$!% D9at :!-=e' .!# "a;e&.
YES
NO
4. J/ W9. &! .!# :e"e t9$s -a%CN
Bette Se7$;es Bette et#%s !t9es
Atta;t$7e P=a%s A<e%t K%!D%
PLACE/
DATE
BC

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