SUMMER TRAINING PROJECT REPORT

ON

A COMPARATIVE ANALYSIS OF RETAIL ASSETS AMONG 3 PRIVATE

SECTOR BANKS

Submitted in partial fulfillment of award of

Post Graduate Diploma in Management (PGDM)
Submitted By:VIPUL SINGH SIKARWAR
FB13122

Jagan Institute of Management Studies

3, Institutional Area, Sec 5, Rohini,
Delhi 110085

DECLARATION

I hereby declare that this project titled A COMPARATIVE STUDY OF RETAIL ASSETS
AMONG 3 PRIVATE SECTOR BANKS
A COMPARATIVE ANALYSIS FOR AXIS BANK submitted by the undersigned to JIMS
has been carried out by me. Further I declared that this is my original work carried out under the
guidance of MR. RISHI PUNJ in partial fulfillment of PGDM Course for the award of diploma.

All the contents of this project report are true and to my best of knowledge has not been
submitted earlier to any other university or institution for award of Degree / Diploma /
Certificate or published any time earlier.

Signature:

Name: VIPUL SINGH SIKARWAR

Roll No: FB13122

ACKNOWLEDGMENT

This is an acknowledgment of the intensive drive and assistance of many individuals who have
contributed to the successful completion of the research.

I am grateful to Mr. GAURAV KAPOOR (Branch Head, Axis Bank Ltd.), for granting
permission to carry out the research in their organization.

I am also grateful to Mr. RISHI PUNJ (AVP, BSM, Axis Bank Ltd.), for his valuable
suggestions, guidance in all respects during the course of my training.

I would also like to thank all the staff members of Axis Bank, for their kind help and support in
helping me learn and understanding the public dealing.

Finally, I am thankful to my college staff, especially to Mr. Bhupendra Som being my mentor
has helped me a lot in preparation of the project.

Vipul Singh Sikarwar

FB13122
JIMS ROHINI (DELHI)

CONTENTS

1.1Introduction of the organization

A) Aim & Establishment of the company

1. When was it established and by whom?
2. Vision, mission, goals, aims and the policies developed
3. Its position/stage in the life cycle.
4. Types of services/products given/produced
b) Departments of the Company
c) Financial Performance of the Company
1. Last 3 yrs. financial performance
2. Key performance indicators, Financial Ratios
d) Industry Overview
1. Market Size
2. Competitors / Leading Players
3. Future Outlook
1.2 Objective(s) of the study
1.3 Scope of the study
1.4 Hypothesis/Hypotheses (If any)
2. Literature Review
3. I. Research Methodology.

(A) Exploratory Research (flexible) involving survey of the concerning literature,

experience survey, etc.
(b) Descriptive describing characteristics of a particular group or individuals.
II. Sampling Design, (probability or non-probability sampling)
III. Sources of data (Primary or/and Secondary data).
IV. Designing of questionnaire
V. Data Collection tools/instruments.
VI. Methods of data collection.
VII. Research Tools Used
VIII. Tools and techniques of analysis of Data. (Statistical analysis must be
supported by relevant tables, charts, graphs etc. as required.)
IX. Findings and Conclusions (Outcome/ Result), Implications of the study.
X. Suggestions/ Recommendations
XI. Limitations
XII. Overall Experience
Bibliography
Annexure

CHAPTER 1: INTRODUCTION

AIM AND ESTABLISHMENT OF THE COMPANY

Axis Bank is one of the first new generation private sector banks to have begun operations in
1994. The Bank was promoted in 1993, jointly by Specified Undertaking of Unit Trust of India
(SUUTI) (then known as Unit Trust of India),Life Insurance Corporation of India (LIC), General
Insurance Corporation of India (GIC), National Insurance Company Ltd., The New India
Assurance Company Ltd., The Oriental Insurance Company Ltd. and United India Insurance
Company Ltd. The shareholding of Unit Trust of India was subsequently transferred to SUUTI,
an entity established in 2003 with a capital of Rs. 115 crore with UTI contributing Rs.100 crore,
LIC contributing Rs. 7.5 crore and GIC and its four subsidiaries contributing 1.5 crore each.

Axis bank offers wide spectrum of financial services to customer segment covering Large and
Mid-corporates, agriculture, MSME, and retail business. As on 31st march 2014 Axis Bank has
2402 domestic branches and 12922 ATMs spread all over the country. The overseas operations of
Axis Bank Is are spread over seven overseas branches at Dubai, Singapore, Colombo, Hong
Kong, Shanghai, representative offices at Dubai and Abu Dhabi. Axis Bank is the first private
sector bank to open a branch in China.

The Bank has authorised share capital of Rs.850 crores comprising 85,00,00,000 shares of Rs. 10
each. The Banks shares are listed on BSE (Bombay Stock Exchange) and NSE (National Stock
Exchange).

VISION 2015
To be the preferred financial solutions provider excelling in customer delivery through insight,
empowered employees and smart use of technology.

Core Values

Customer centricity

Ethics

Transparency

Team work

Ownership

STAGE IN LIFE CYCLE

Its been 20 years than axis bank started its business now it is in its Growth stage. The
profitability, market share, preference among Customers, of the bank is rapidly increasing. Rapid
growth of Business of axis bank suggests it to be in its growth stage.

PRODUCTS OFFERED BY AXIS BANK

TYPE OF SAVINGS ACCOUNTS

Small Savings Account: This is for people who do not have access to banking services like
daily wage earners, blue collar factory workers, and office boys.
Basic Savings Account: This is also targeted primarily for unorganized sector like daily wage
earners.
Easy Access Savings Account: This is for people who look for an entry level savings account
which is easy to open, manage, transact. E.g. Proprietors, small shop owners.
Prime Savings Account: This is for people looking to get an upgraded savings account with
additional services. E.g. Shop owners, proprietors.
Future Star Savings Account: This is for the children below 18 years of age.
Prime Plus Savings Account: This is for the individuals who want to park the funds in a savings
account. E.g. Land owners, farmers.
Priority Savings Account: This is for the people looking to get recognition and preferential
treatment. These people generally have annual income of Rs. 15 lakhs or more.
Wealth Savings Account: This is for the people who are looking for exclusive investment and
banking services which would have income over Rs. 50 lakhs per annum.
Private Savings Account: This is for the people who need a team to manage their banking and
investment needs and expect the best in terms of service, benefits and rewards. These people
would generally have income of over Rs. 2 crores per annum.
Youth Savings Account: This is for the youth in the age group of 18-25 who are pursuing
graduation/post-graduation.
Ladies First Card: This is for the women for are looking to manage their household expenses
and get additional rewards.
Womens Savings Account: This product is for working women who are looking for an entry
level savings account with basic features that is easy to open and manage.

 Senior Privilege Savings Account: This product is for retirees or people above the age of 57
years who are about to retire looking for preferential treatment and additional facilities. In this
senior citizens are attended on priority.
Krishi Savings Account: This product is for Farmers and others employed in the allied
agricultural activities.
Pension Account: This product is for the retired or about to retire officer cadre of the central
government civil ministries or ministry of defence.

TYPES OF CURRENT ACCOUNTS

Monthly Average Balance: It can be opened with Rs. 10 thousand.

Current Account Normal: It can be opened with Rs.25 thousand.

Current Account Select: It can be opened with Rs. 50 thousand.

Business Classic Account: It can be opened with Rs. 1 lakh.

Business Privilege Account: It can be opened with Rs.5 lakhs.

Current Account Channel One: It can be opened with Rs 10 lakhs.

Current Account Club Fifty: It can be opened with Rs. 50 lakhs.

TYPES OF SALARY ACCOUNTS

Easy Access Salary Account

Prime Salary Account
Priority Salary Account
Wealth Salary Account
Private Salary Account

TYPES OF DEPOSITS

Fixed Deposits (TermDeposits): These are the deposits kept for fixed period.

Short Term Deposits: These are accepted for short period and interest is paid on the deposits.

Recurring Deposits: It allows a depositor to deposit a fixed amount monthly over a stipulated
period.

Flexi Deposits: In this fixed deposit is linked to savings account. It gives the liquidity of a
saving account with high earning of fixed deposits.

Interest Certificates: This allows fixed income to the depositor by way of interest which could
be monthly, quarterly.

Tax Saver Term Deposit Scheme: There is underlying tax advantage u/s 80c of IT act under this
scheme. Minimum amount which can be parked is Rs. One hundred and maximum is Rs. 10
thousand but there is a minimum lock in period of 5 years.

TYPES OF LOANS

Home Loan

Car Loan

Commercial Vehicle Loan

Education Loan

Personal Loan

Loan against Shares

Loan against Property

Loan against Fixed Deposits.

Loan against Securities.

TYPES OF CARDS

Credit Card

1. Corporate Card
2. My Business Card
Debit Card
1. Segmented Card
a. Youth debit card
b. Ladies first card
c. Power Salute debit card
d. NRI Domestic debit card
e. Titanium debit card

2. Basic Card
a. Titanium Prime Debit card
b. Titanium Prime Debit card
c. Visa Classic Debit card

3. Premium Card
a. Private Debit card
b. Wealth Debit card
c. Priority Platinum Debit card

4. Value Added card

a. Titanium Rewards Debit card

b. My Design Image Debit card

5. Other cards
Gold Debit card
Gold Plus Debit card
Master card classic Debit card
Smart Privilege Debit card

TYPES OF INVESTMENTS
Gold Mohurs
Silver Mohurs
Mutual Funds
Equity Schemes
Debt Schemes
Money Market Instruments
Hybrid Schemes
IPO Smart
8% Savings Bond
PPF

TYPES OF INSURANCE
Life Insurance
Health Insurance
Home Insurance

 Travel Insurance
Motor Insurance
Business Guard
Jewellery Insurance
Critical Illness
Safeguard Personal Accident.
Card Protection Plan

DEPARTMENTS OF AXIS BANK (RETAILBRANCH)

Welcome Desk

Whenever a customer enters a bank, this welcome desk gives a great impression about the bank
and its services. Any problem to the customer about the banking services are taken care of here
on this desk. Functions performed at this department are:
i) Bank Statements are given to customers when asked by them.
ii) CRM (Customer Request Form) is filled here by the customer.
iii) Account information is provided to the customers like the balance in his account, etc.
iv)Application for Debit and Credit card by customer is taken care here.
v) Any problem in the Debit card is sort out here by the bank officials sitting on this desk.
vi)Application for Pass book or new Cheque book is processed here.
vii) Other small functions are also taken care here only.

Operations Department
This department includes all small but relevant functions for the business of banks. As the word
suggests, operations includes all tasks like:
viii)

Issue of Demand Draft (DD) / Pay Order.

ix)Offering Fixed Deposits and Recurring Deposits.

x) RTGS and NEFT is done here.
xi)Processing Transfer Cheques, though cheque is not cleared in the retail branch but at back office
of Axis Bank.
xii) Cancellation of any account by customer from bank is also taken care by bank.
xiii)

Entry in Pass Book is also done here.

xiv)

All other functions, etc.

Miscellaneous Department
All extra Functions are performed here which can lead to a great business for banks and provide
additional income to banks.
It includes:
xv) Collecting Property tax.
xvi)

Collecting Visa payments of customers.

xvii)

Collecting fees of several schools and colleges.

xviii)

Locker facilities.

xix)
Etc.

Ration payment: It is done by sellers (rationsellers) for sugar and other commodities.

Clearing Department
It is the process of clearance of cheques for the purpose of credit of amount in account of person
who has received a cheque from other party.

Cheque Clearing Process

Inward Clearing: It means the cheques received by the bank from other banks. These are the
cheques drawn by the other bank/ branch customers on their account in favour of other parties.
On receipt of the inward clearing, the cheques are posted to the various accounts on which they
are drawn- meaning the accounts of the cheque issuer or drawer with the bank is debited to the
account and the payment is made to the bank presenting the cheque. So if in your bank statement

there is a debit as inward clearing, it means that your account has been debited with the amount
of cheque you have issued to someone for that amount.

Outward Clearing: Cheques deposited in the bank for credit to their accounts, drawn on a
bank other than that of the collecting bank, i.e., not a transfer cheque. FOR e.g. A cheque drawn
on Bank of India deposited in Axis Bank is an outward cheque for Axis Bank and is an inward
cheque for Bank of India.

Forex Department
It is the exchange of two currencies and includes Letter of Credits, Bill Discounting, Bank
Guarantee, and Remittances, etc. It is a global decentralized market for the trading of currencies.
The main participants in this market are the larger international banks. Foreign exchange market
assists international trade and investments by enabling currency conversion.
It can be Trade Forex and Retail Forex:
Trade Forex
(a)Bullian
(b) Import Bill
(c)Export Bill
(d) Forward Contract
(e)Buyers Credit
(f) External packing credit
(g) Letter of Credit
(h) Bank Guarantee

Retail Forex
(i) Currency Exchange
(j) TCDC
(k) Travellers cheque

(l) Foreign DD
(m)Inward Remittance: When foreign currency is coming to our country then it is called inward
remittance.
(n) Outward Remittance: When our currency is going to foreign country it is called outward
remittance. It includes:
(o) Maintainings
(p) Gifts
(q) Education
(r) Hostel fee.

TCDC (Travel Currency Debit Card): It is a preloaded debit card with foreign currency used by
the customers who are going abroad. A person can have maximum 7000 dollars in currency card
which can be refilled again if needed. However for Business Trips he/ she can keep 22000
dollars in card.

Relationship Department
Wealth Relationship Manager: A wealth relationship manager looks after wealthy customers.
He not only gives the best of services in bank like they need not go and make Demand Draft
themselves but also suggests them the new investment or where they can invest. Investment is
decided on the risk appetite of the customer though. This service is beneficial for people who
have accumulated wealth and their main objective is to save the same. The wealth manager
looks after the following:
a. Risk profiling
b. Personal financial review
c. Portfolio designing

Priority Relationship Manager: Like a wealth manager, priority manager also gives priority
services to customers. They just need to tell the requirement of DD or Cash deposit, it will be
done. In some cases they need not even come to bank. Their work will be done over the phone.

Some services offered to customers are free checking, online bill pay, financial consultation and
information. It may also be offered as a promotional offer for new customers.

NRI Department
NRI is a person of Indian origin who holds Indian passport and temporarily immigrated to
other country for 181 days or more for work, residence or any other purpose.
Types of accounts for NRI
NRO (non resident ordinary account): In this the person can remit the balances held in NRO
account an amount not exceeding one million USD per financial year. Account should be
maintained in Indian rupees.
NRE (non- resident external account): Balances held in this account are freely repatriable.
Account should be maintained in Indian rupees.

Requirements:
Passport
Card immigrant
Photo
Post-paid bill
Statement
Initial funding

FINANCIAL PERFORMANCE
OPERATING PROFIT & NET PROFIT
The Banks Operating Profit for 9MFY14 was `8,208 crores up from `6,503 crores for 9MFY13.
In Q3FY14, the Operating Profit has risen to `2,615 crores from `2,362 crores in Q3FY13.
Consequently, the Net Profit for 9MFY14 and Q3FY14 have registered a growth of 21% and
19% YOY respectively. Net Profit for 9MFY14 rose to `4,375 crores from `3,624 crores in
9MFY13 and for Q3FY14 Net Profit has risen to `1,604 crores from `1,347 crores in Q3FY13.

NET INTEREST INCOME AND NET INTEREST MARGIN

The Banks Net Interest Income (NII) rose 25% YOY to `8,786 crores during 9MFY14 from
`7,002 crores during 9MFY13. NII for Q3FY14 rose 20% YOY to `2,984 crores from `2,495
crores in Q3FY13. The Bank recorded a Net Interest Margin of 3.71% in Q3FY14 against 3.57%
in Q3FY13.

OTHER INCOME
Other Income (comprising fee, trading profit and miscellaneous income) for 9MFY14 grew 14%
and stood at `5,192 crores as against `4,544 crores during the same period last year. During the
quarter, other income grew 2% YOY and stood at `1,644 crores while fee income grew 4% YOY
and stood at `1,456 crores. During the quarter, trading profit of the Bank were `35 crores, while
miscellaneous income was `154 crores.

BALANCE SHEET: AS ON 31ST DECEMBER 2013

The Banks Balance Sheet grew 13% YOY and stood at `3,59,450 crores as on 31st December
2013. The Banks Advances grew 18% YOY to `2,11,467 crores as on 31st December 2013.
Domestic Retail advances grew 33% YOY to `64,126 crores as on 31st December 2013 and
accounted for 30% of net advances of the Bank compared to 27% last year. SME segment too
recorded a healthy growth of 25% YOY and stood at `31,594 crores.

Savings Bank Deposits recorded a healthy growth of 21% YOY to reach `69,627 crores as on
31st December 2013, while Current Account deposits grew 5% YOY and stood at `42,072 crores.
On a daily average basis, CASA deposits during Q3FY14 grew 15% YOY constituting 38% of
total deposits, compared to 36% during the same period last year. As on 31st December 2013,
Domestic Retail Term Deposits grew 37% YOY to comprise 60% of the Domestic Term Deposits
of the Bank. Domestic CASA and Retail Term Deposits constituted 78% of Total Domestic
Deposits as on 31st December 2013 compared to 67% last year. Domestic Retail Deposits
constituting Savings Bank Deposits and Retail Term Deposits, grew 29% YOY and stood at
`1,50,534 crores as on 31st December 2013.
During the quarter, the Bank mobilized USD 1.57 billion under Foreign Currency Non-Resident
(FCNR (B)) deposit scheme to avail of the concessional swap facility provided by RBI.

CAPITAL ADEQUACY AND SHAREHOLDERS FUNDS

The shareholders funds of the Bank grew 39% YOY and stood at `37,649 crores as on 31st
December 2013.
The Bank is well capitalized and Capital Adequacy Ratio (CAR) as on 31st December 2013
under Basel II was 16.02% (excluding unaudited net profit for 9MFY14) and Tier-I CAR was
11.59% (excluding unaudited net profit for 9MFY14). If the net profit of `4,375 crores for
9MFY14 is included, the total CAR and Tier-I CAR as on 31st December 2013 would be 17.65%
and 13.22% respectively.
Capital Adequacy Ratio (CAR) as on 31st December 2013 under Basel III was 15.50%
(excluding net profit for 9MFY14) and Tier-I CAR was 11.49% (excluding the net profit for
9MFY14).

ASSET QUALITY
As on 31st December 2013, Gross NPAs and Net NPAs stood at 1.25% and 0.42%, as against
1.19% and 0.37% respectively as on 30th September 2013. The Bank held a provision coverage

of 78% as on 31st December 2013, as a proportion of Gross NPAs including prudential writeoffs. The provision coverage before accumulated write-offs was 88%.
As on 31st December 2013, the Banks Gross NPA was `3,008 crores as against `2,734 crores as
on 30th September 2013. During the quarter, the Bank added `589 crores to Gross NPAs.
Recoveries and upgrades were `122 crores and write-offs were `193 crores.
The cumulative value of net restructured advances as on 31st December 2013 stood at `4,900
crores, constituting 2.06% of net customer assets.

NETWORK
During Q3FY14, the Bank added 96 branches and 532 ATMs to its network across the country
and at the end of 31st December 2013, had a network of 2,321 domestic branches and extension
counters and 12,328 ATMs situated in 1,580 centers, compared to 1,787 domestic branches and
extension counters and 10,363 ATMs situated in 1,139 centers.

INTERNATIONAL BUSINESS
On 8th January 2014, the Bank opened its branch in Shanghai, China to become the first Indian
private sector bank to set up a branch in China. With this branch, as on date, the Bank has eight
international offices with branches at Singapore, Hong Kong, Dubai (at the DIFC), Colombo and
Shanghai, representative offices at Dubai and Abu Dhabi and an overseas subsidiary at London,
UK. The international offices focus on corporate lending, trade finance, syndication, and
investment banking and liability businesses.
The total assets under overseas operations were USD 7.48 billion as on 31st December 2013.

KEY PERFORMANCE INDICATORS

A performance indicator or key performance indicator (KPI) is an essential and critical element
for organizational performance measurement. KPIs are commonly used by an organization to
evaluate its success or the success of a particular activity in which it is engaged. Sometimes
success is defined in terms of making progress toward strategic goals, but often, success is
simply the repeated achievement of some level of operational goal. Accordingly, choosing the
right KPIs is reliant upon having a good understanding of what is important to the organization.
'What is important' often depends on the department measuring the performance - the KPIs
useful to finance will be quite different than the KPIs assigned to sales, for example.
Key performance indicators define a set of values used to measure against. These raw sets of
values, which are fed to systems in charge of summarizing the information, are called indicators.
Indicators identifiable as possible candidates for KPIs can be summarized into the following subcategories:

Quantitative indicators which can be presented as a number.

Practical indicators that interface with existing company processes.

Directional indicators specifying whether an organization is getting better or not.

Actionable indicators are sufficiently in an organization's control to effect change.

Financial indicators used in performance measurement and when looking at an operating

index.

Key performance indicators, in practical terms and for strategic development, are objectives to be
targeted that will add the most value to the business. These are also referred to as key success
indicators.
Because of the need to develop a good understanding of what is important, performance
indicator selection is often closely associated with the use of various techniques to assess the
present state of the business, and its key activities. These assessments often lead to the
identification of potential improvements; and as a consequence, performance indicators are
routinely associated with 'performance improvement' initiatives. A very common method for
choosing KPIs is to apply a management framework such as the balanced scorecard.

MARKET SIZE
With a balance sheet size of Rs.3,83,245 crores as on 31st March 2014, Axis Bank has achieved
consistent growth and stable asset quality with a 5 year CAGR (2010-14) of 21% in Total Assets,
19% in Total Deposits, 23% in Total Advances and 28% in Net Profit.
Capital Structure
The Bank has authorized share capital of Rs. 850 crores comprising 850,000,000 equity shares of
Rs.10/- each. As on 31st March 2014, the Bank has issued, subscribed and paid-up equity capital
of Rs. 469.84 crores, constituting 469,844,553 equity shares of Rs. 10/- each. The Banks shares
are listed on the National Stock Exchange and the Bombay Stock Exchange. The GDRs issued
by the Bank are listed on the London Stock Exchange (LSE).
Distribution Network
The Bank has a network of 2402 domestic branches (including extension counters) and 12,922
ATMs spread across the country as on 31st March 2014. The overseas operations of the Bank are
spread over its seven international offices with branches at Singapore, Hong Kong, DIFC (Dubai
International Financial Centre), Colombo and Shanghai and representative offices at Dubai and
Abu Dhabi. During the year, the Banks overseas subsidiary namely Axis Bank UK Ltd.
commenced banking operations.

COMPETITION: MAIN COMPETITORS

Name

Last Price

Market Cap.
(Rs. cr.)

Net Interest
Income

Net Profit

Total Asse

821.35

197,756.13

41,135.54

8,478.40

491,599.

ICICI Bank

1,407.20

162,711.44

44,178.15

9,810.48

594,641.

Axis Bank

1,866.00

87,936.18

30,641.16

6,217.67

383,244.

HDFC Bank

Balance Sheet

------------------- in Rs. Cr. -------------------

Capital and Liabilities:

Total Share Capital
Equity Share Capital
Share Application Money
Preference Share Capital
Reserves
Revaluation Reserves
Net Worth
Deposits
Borrowings
Total Debt
Other Liabilities & Provisions
Total Liabilities

Axis Bank

HDFC
Bank

ICICI
Bank

Mar '14

Mar '14

Mar '14

479.81
479.81
0.00
0.00
42,998.82
0.00
43,478.63
367,337.4
8
39,438.99
406,776.4
7
41,344.40
491,599.5
0
HDFC
Axis Bank
Bank

1,155.04
1,155.04
6.57
0.00
72,051.71
0.00
73,213.32

469.84
469.84
0.00
0.00
37,750.64
0.00
38,220.48
280,944.5
6
50,290.94
331,235.5
0
13,788.89
383,244.8
7

Mar '14
Assets
Cash & Balances with RBI
Balance with Banks, Money at Call
Advances
Investments
Gross Block
Accumulated Depreciation
Net Block
Capital Work In Progress
Other Assets
Total Assets

Mar '14

331,913.66
154,759.05
486,672.71
34,755.55
594,641.58
ICICI
Bank
Mar '14

17,041.32 25,345.63 21,821.83

11,197.38 14,238.01 19,707.77
230,066.7 303,000.2
338,702.65
6
7
120,951.0
113,548.43
177,021.82
7
2,310.54 2,939.92 4,678.14
0.00
0.00
0.00
2,310.54 2,939.92 4,678.14
99.67
0.00
0.00
8,980.79 25,124.60 32,709.39
383,244.8 491,599.5
594,641.60
9
0

Contingent Liabilities
Bills for collection
Book Value (Rs)

744,097.9
794,965.35
8
0.00
0.00
0.00
813.47
181.23
634.60

611,446.37

FUTURE OUTLOOK

The future outlook of axis bank considering the current and past balance sheet statements is
positive. The market share is increasing in comparison to its competitors and the chances are
high that it will go above its main competitors ICICI and HDFC.

OBJECTIVE OF THE STUDY:

The objective of the study is divided into two parts

Primary objective and

Secondary objective

Primary objective:- The main objective of the study is to find out interest rates, tenure,
percentage of funding, eligibility to apply for loans etc.

Secondary objective:- The secondary objective of the study is to find out the extent to
which customer expectations match Axis Bank performance in retail loan services.
This was done to help Axis Bank to recognize their faults in customer dealing. As in this
world, customer satisfaction is more important than huge profits, customer satisfaction
survey will help it in finding out its position.