Project report on

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“ANALYSIS OF CUSTOMER
SATISFACTION
IN AXIS” BANK “
 INDIAN BANKING INDUSTRY
INDIAN banks can be categorised
India
intohas
nation
a well
alised
developed
banks /pubanking
blic
system.Indian
sector banks and
banksprivate
havebplayed
anks .
asignificant
Nationalised
role inbanks
the development
dominate
bankingofsystem
Indianineconomy
IND IA. SBI
, is the
major ruler of public sector banks.
Axis Bank was the first of the new private banks to have begun operations in



1994, after the Government of India allowed new private banks to be

established. The Bank was promoted jointly by the Administrator of the
specified undertaking of the Unit Trust of India (UTI - I), Life Insurance
Corporation of India (LIC) and General Insurance Corporation of India (GIC)
and other four PSU insurance companies, i.e. National Insurance Company
Ltd., The New India Assurance Company Ltd., The Oriental Insurance
Company Ltd. and United India Insurance Company Ltd.

The Bank today is capitalized to the extent of Rs. 408.84 crores with the public



holding (other than promoters and GDRs) at 53.81%.


The Bank's Registered Office is at Ahmedabad and its Central Office is located
at Mumbai. The Bank has a very wide network of more than 1095 branches
(including 57 Service Branches/CPCs as on 30th September 2010). The Bank
has a network of over 4846 ATMs (as on 30th September 2010) providing 24 hrs
a day banking convenience to its customers. This is one of the largest ATM
networks in the country.
The Bank has strengths in both retail and corporate banking and is committed


to adopting the best industry practices internationally in order to achieve

excellence.
Objective of studying customer satisfaction

The object of this project to compare the private bank and public bank and their
intention to attract their customers .

To learn about the services of Axis Bank

The main purpose of this project is to understand the customer ,s satisfaction level

Banks everywhere are delivering the same product , so this different is being
observed
Scope of this project

This exercise of This project will

banking in the context
of customer help me to
satisfaction will give analyze the
me insight and practical
parameters of
perception of exposure of
customer mind organizations .

This project will Through this

help me to project I can
analyze my key recognise the
learning and used need how to work
them effectively . developed in the
in my studies.t field of banking .
 Methodology of this project

Original primary
data was collected
through responses
of customer .

The sample size was The secondary data

being taken from banks was collected
and customers of other through company
company data base. profile
 Analysis of data
Most of the respondent were from age group 24-45

Major respondent were from SBI

Efficiency of Axis bank is 75%

49% of customer accounts for easy access service

Major competitor for Axis bank is SBI

The satisfaction level of customer was analysed

Representation by some graphs
 PRODUCT

17%

33% SBI
ALLAHABAD
PNB
AXIS
28%

22%
 RESPONSES IN %
100 95
80 75
60
40
33
20 25
RESPONSES IN %
0
C Y
N
G NG GE
EN KI KI AN
ICI AN A
N R
F B B CT
EF ET NE DU
E RN PHO
R O
T P
IN
 market share in%

15

30 sbi
5
cbi
pnb
alalhabad
axis
20

25
Findings

The credibility Around 25% Around 75 % Axis bank is

emerging as a huge
of Axis bank is customer
consumers bank for customers
good in perceives the only thing bank
are satisfied
comparison to Axis Bank as should pay focus to

its other with Axis an efficient

introduce itself
mare into customer
private banks Bank bank centric model.
Conclusion AND SUGGESTION

Axis bank should look for more The general satisfaction levels
effective tools so as to increase with regards to policy and agents
customer base . still needs improvement