fsfwsfsf

8/10/2019 fsfwsfsf

1/80

A

PROJECT REPORT

ON

AXIS BANK- SMART BANKING

Submitted in fulfilment of e!uiement of

M"#te of Bu#ine## Admini#t"tion $MBA%

Amit& 'ni(e#it&) Gu*"on$M"ne#"%

'nde t+e *uid"n,e of Submitted B&

N"me R".it Sin*l" /in0" Tuli

B"n,+ 1e"d MBA 2dSeme#te

AXIS BANK-KARNA3 ENRO33 NO4A56656782689

Amit& Bu#ine## S,+ool

Amit& 'ni(e#it&) 1"&"n"

Gu*"on

SESSION 7682-7685

1

8/10/2019 fsfwsfsf

2/80

CERTI:ICATE

TO ;1OMSOE

8/10/2019 fsfwsfsf

3/80

*

8/10/2019 fsfwsfsf

4/80

PRE:ACE

The pro$ect is a+out the study of Smart Banking and marketing and sales of Bank Accounts and also

the efforts done to make impro,ements in the customer-s acuisition process for +etter results.

/n this report / ha,e included( introduction of account( its ad,antages( its opening procedure( and

,arious facilities pro,ided +y the reliance to its customers and also a sur,ey done to know customers

perception.

To open an account with a +ank if some+ody want to sa,e our money( make cheue payments etc( we

need to open a demat account if we want to +uy or sell stocks.

The research pro,ides an opportunity to the student to de,ote his>her skills knowledge and

competencies reuired during the technical session.

'

8/10/2019 fsfwsfsf

5/80

ACKNO;3E/GEMENT

/ would like to pay gratitude to the following people for guiding me throughout my association with

them.

/ would like to etend my respect and thank to Mr. RAJIT SING3A ? BRANC1 1EA/ IN AXIS

BANK KARNA3 BRANC1for gi,ing me an opportunity to work in A0/S BA". This report could

not ha,e +een possi+le without their support that not only ser,ed as my 2ompany 3uide +ut also

encouraged and challenged me throughout my Summer /nternship 4rogram( ne,er accepting less than

my +est efforts. / would also like to etend my gratitude towards the staff specially Mr 5arun

"umar (Mr. 4uneet Batra and Mr.Bahadur Mehla in the +ank for pro,iding me work and ,alua+le

insights on the organi6ational culture.

/ remain grateful and epress my gratitude to MS4 RANJANA KOT1ARIfor her help( guidance and

cooperating nature and for most of all( ha,ing faith in me. The pro$ect shaped ,ery differently and

fruitfully under her watchful direction.

/ shall remain grateful to all people mentioned a+o,e for maturing the +usiness person in me apart

from etending their persistent support throughout the internship.

D/"A7 T8!/

MBA 9B:f;

&&>&%1*&1#

>

8/10/2019 fsfwsfsf

6/80

/EC3ARATION

/ here+y to declare that the pro$ect +ased on the A0/S BA"?SMA7T BA"/3 is completely done

+y me( +ased on my work conducted in A0/S BA"( / also declare that this pro$ect work has not +een

su+mitted to any other uni,ersity or /nstitution for the award of any degree( diploma( fellowship or

other similar title.

The pro$ect report is su+mitted towards the partial fulfillment of two @ year( degree in Masters of

Business Administration.

.

D/"A7 T8!/

MBA B:F

&&>&%1*&1#

#

8/10/2019 fsfwsfsf

7/80

TAB3E O: CONTENTS

2opy of 2o,er page 1

Summer Training 2ertificate %

4reface ' Acknowledgment >

2hapters 1. INTRO/'CTION

=,er,iew of Ais Bank &C

4rofile of Ais Bank 1&

4ro+lems of Bank %*

2ompetition /nformation %>

2hapters % OBJECTI

8/10/2019 fsfwsfsf

8/80

2hapters /5 Data Analysis : /nterpretation #1

2hapters 5 Findings : 7ecommendation C*

2hapters 5/// 2onclusion C'

2hapters 0/ uestionnaire C#

2hapters 0/ Bi+liography CE

8/10/2019 fsfwsfsf

9/80

E

O

8/10/2019 fsfwsfsf

10/80

C+"te 8- O(e(ie

Intodu,tion to t+e b"n0in* #e,to

The reser,e +ank of /ndia( as the central +ank of the country( closely monitors de,elopments in the

whole financial sector. The +anking sector is dominated +y scheduled commercial +ank 9S2Bs;( As at

end march %&&% there were %E# commercial +anks operating in /ndia this included %C topic sector

+anks 94BS;( *1 pri,ate sector( '% foreign +anks and 1E# regional rural +ank. Also there are #C

schedule cooperati,e +anks consisting of >1 scheduled ur+an cooperati,e +anks and 1# schedule state

cooperati,e +anks. Schedule commercial +anks touched on the growth was 1'.> G against 1C.* G of

the earlier year.

State +ank of /ndia is still the largest +ank in /ndia with the market share of %& G. A0/S +ank ha,ing

good position with the net profit 1E%.1 crore in the +anking sector of the country. Higher pro,isioning

norms( tighter assets classification norms dispensing with the concept of the Ipast due- for recognition

of 4As lowering of ceiling on eposure to a single +orrower and group eposure etc( are among

important measure in order to impro,e the +anking sector. A minimum stipulated capital adeuacy

ratio 92A7; was introduce to strengthen the a+ility of +anks to a+sor+ laws and the ratio as

su+seuently +een raised from G?EG. /t is proposed to like 2A7 to 1% G +y %&&' +ased on the +asic

committee recommendation.

7etail +anking is the new mantra in the +anking sectors the home loan alone account for nearly two?

third of the total retail portfolio of the +ank. According to the 1 estimate the retail segment is epected

to grow at *& G to '& G in coming year. et +anking( phone +anking( mo+ile +anking( ATMs and +ill

payments are the new +u66 words that +anks are using to lure customers. )ith a ,iew to pro,ide aninstitA0/Sonal

Mechanism for sharing of information on +orrowersJpotential +orrowers +y the +ank and financial

institA0/Sons the credit information +ureau /ndia ltd. 9ci+il; was set up in august %&&&. The +ureau

pro,ide the framework for collecting( processing and sharing credit information on +orrowers of credit

institA0/Sons. SB/ and HDF2 is the promoter of the 2/B/!.

1&

8/10/2019 fsfwsfsf

11/80

The 7B/ is now planning to transfer of its strkes in the SB/( BH and national +ank for agriculture

And rural de,elopment to the pri,ate players. Also( the go,ernment has thought to lower its holding in

4SBs to a minimum of **G of total capital +y following them to raise capital from market

Bank are free to acuire shares( con,erti+le de+entures of corporate and unite of euity oriented

mutual finds( su+$ect to a ceiling of >G of the total outstanding ad,ance 9including commercial

papers; as on march *1st of the pre,ious year. The finance ministry split out structure of the

go,ernment sponsored A72 called the assets reconstruction company 9/ndia; !TD 9A72/!;( this pilot

pro$ect of the ministry would ha,e way for smoother functioning of the credit market in the country.

The go,ernment will hold 'EG stake and player will hold the rest >1G. The A0/S +ank holds around

1&G

11

8/10/2019 fsfwsfsf

12/80

1%

Com"n& Pofile

8/10/2019 fsfwsfsf

13/80

COMPAN= PRO:I3E

Ais Bank is the third largest pri,ate sector +ank in /ndia. Ais Bank offers the entire spectrum of

financial ser,ices to customer segments co,ering !arge and Mid?2orporates( MSM

8/10/2019 fsfwsfsf

14/80

)ith a +alance sheet si6e of 7s.*(*(%'> crores as on *1st March %&1'( Ais Bank has achie,ed

consistent growth and sta+le asset uality with a > year 2A37 9%&1&?1'; of %1G in Total Assets( 1EG

in Total Deposits( %*G in Total Ad,ances and %G in et 4rofit.

A0/S +ank completed the 1'TH year of its operation at the end of March &. The +ank witnessed good

growth in its +usiness and profit and also came out with a pu+lic issue of its uality for the 1 sttime

during the year( which e,oked ecellent retail response. The +ank made significant progress during the

year in line with its committed +usiness target-s( despite difficult market condition the +ank spread

o,er different states( there +y enlarging its client +ased su+stantially. The +ank continue to introduce

new products( upgrade the technology support system to impro,e operational efficiencies and

strengthen its human resource +ased on the whole( %&&%?%&&* has +een a producti,e years for the +ank

in terms of +oth growth and consolidation of +usiness as well as strengthening of its infrastructure.

The +ank ended the year %&&%?%&&* conducting +usiness in & cities and towns( with 1E% +ranches and

etension counters and %% ATMs. The A0/S +ank will spread out across the country with operation in

%* states and 1 union territory.

1'

8/10/2019 fsfwsfsf

15/80

A0/S Bank was the first of the new pri,ate +anks to ha,e +egun operations in 1EE'( after the

3o,ernment of /ndia allowed new pri,ate +anks to +e esta+lished. A0/S( the largest mutual fund in

/ndia( !ife /nsurance 2orporation of /ndia 9!/2; and 3eneral /nsurance 2orporation !td. and its four

su+sidiaries ,i6. promoted the Bank $ointly ational /nsurance 2ompany !td.( The ew /ndia

Assurance 2ompany( The =riental /nsurance 2orporation and 8nited /nsurance 2ompany !td.

The Bank today is capitali6ed to the etent of 7s. %*&. 2rore with the pu+lic holding 9other than

promoters; at '>.#*G.

The BankKs 7egistered =ffice is at Ahamda+ad and its 2entral =ffice is located at Mum+ai. 4resently

the Bank has a ,ery wide network of more than %&& +ranch offices and

8/10/2019 fsfwsfsf

16/80

Ret"il li"bilit& odu,t# -

A4 Ret"il deo#it

A0/S +ank retail deposit products include the following

L Sa,ing account

L 2urrent account

in addition to the con,entional deposit products( A0/S +ank offers a ,ariety of special ,alue?added

products and ser,ices( which ena+le the customer to maimi6e returns as well as con,enience

salary account

FD

4ri,ate +anking

B4 Intenet b"n0in* #e(i,e

A0/S+ank.com

=nline +ill payment

An online information ser,ice

Share trading on the internet

C4 Ot+e et"il odu,t#

de+it cards

sa,ing products

/4 Ret"il "##et odu,t#

personal loans

home loans

1#

8/10/2019 fsfwsfsf

17/80

credit cards

/i#tibution ,+"nnel#

A0/S +ank deli,er retail products and ser,ices through a ,ariety of distri+A0/Son outlets( ranging(

from traditional +ank +ranches to ATMs and the internet( the key components of A0/S +ank-s

distri+A0/Son network are descri+ed +elow.

A4 b"n,+e# -

At the end of uly %&&* A0/S +ank had a network of 1E% +ranches and etension counters acrossthe & cities of the country.

B4 +one b"n0in* -

The phone +anking centers functions %' hours a day and offer self ser,ice to customers for

automated phone +anking. The %'?hour phone +anking centers currently hand o,er 1 lac contact a

day( and this no is constantly on the upswing.

C4 "utom"te telle m",+ine#$ATM#% -

A0/S +ank has a good network of ATMs in the country of the %% ATMs at the end of $uly

%&&*

)ere located at +ranches and etension counters.

8/10/2019 fsfwsfsf

18/80

Mi##ion

To identify and support initiati,e( which are designed to impro,e the capacity of the poorest of

the poor to participate in the larger economy.

These initiati,es much +e east effecti,e( capital of large scale replications and should ha,e the

potential for +oth near and long term impact.

To le,erage technology in orders to o,ercome constraints and enhanced the effecti,eness of

,arious social initiati,es.

2ustomer Ser,ice and 4roduct /nno,ation tuned to di,erse needs of indi,idual and corporate

clientele.

2ontinuous technology up gradation while maintaining human ,alues.

4rogressi,e glo+ali6ation and achie,ing international standards.

8/10/2019 fsfwsfsf

19/80

1i#to& "bout Ai# - B"n0

Mar?1* A0/S Bank ties up with //F2! to pro,ide finance for infrastructural pro$ects in the

country

Mar?1% A0/S Bank launches 2ar !oans in association with Mar A0/S 8dyog !td

Mar?& A0/S Bank opens a Full !icence Bank Branch in Hong "ong

Fe+?&C Finance Minister Shri 4. 2hidam+aram !aunches Shriram ? A0/S Bank 2o ? Branded

2redit 2ard

8/10/2019 fsfwsfsf

20/80

=ct?&> A0/S Bank etends +anking ser,ices to the rural milk producers in Anand and "heda

districts in 3u$arat

ul?&> A0/S Bank and 5isa /nternational launch Mo+ile 7efill facility ? Anytime( Anywhere

4re?4aid Mo+ile 7efill for all 5isa 2ardholders in /ndia

May?&> A0/S Bank and Ba$a$ Allian6 $oin hands to distri+ute general insurance products

Apr?&> A0/S Bank launches Smart 4ri,ilege ? a special +ank account designed for women

Mar?&> MT! ties up with A0/S Bank for payment of telephone +ills through the BankKs

ATM network

Mar?&> A0/S Bank gets listed on the !ondon Stock Depositary 7eceipts 93D7s;

Fe+?&> A0/S Bank appointed +y 3o,ernment of "arnataka as the sole +anker for the

Bangalore =ne 9B1; pro$ect

Fe+?&> A0/S Bank launches a powerful ,ersion of "isan 2redit 2ard

an?&> A0/S Bank ties up with 7emit%/ndia to launch the 7emittance 2ard

Mar?&' A0/S Bank ena+les premium payment of !/2 policies through its ATMs.

Fe+?&' Bilateral arrangement +etween State Bank of /ndia 9and its C associate mem+er +anks;

and A0/S Bank. comes into force with the commencement of operations 9as on *rd

Fe+ruary K&'; of the com+ined network of o,er '&&& ATMsFe+?&' A0/S Bank 9+y pursuing a proacti,e strategy of forging +ilateral agreements and

+eing a progressi,e player in the multi?lateral consortiums for shared ATM network;

offers its customers access to o,er C&&& ATMs across the country ? the largest to +e

offered +y any +ank in /ndia so far.

Dec?&* Bank inaugurated its ATM at Thegu near the athula 4ass in Sikkim. This ATM is at

the highest altitude in /ndia.

Sep?&* The BankKs ATMs across the country crosses the thousand mark

Sep?&* Bank launches the Tra,el 2urrency 2ard.

Aug?&* The BankKs De+it 2ard crosses the one million mark.

Aug?&* Total Ad,ances cross 7s C(&&& 2rore.

May?&* Bank declares a net profit of 7s 1E%.1 crores for FY&*( a growth of '*G o,er the

pre,ious year

Mar?&* Bank signs Agreement with

8/10/2019 fsfwsfsf

21/80

dis+ursement of 4ension

Mar?&* Bank crosses the && ATM mark

Mar?&* The Bank issues *(*(#%(*' fully paid up euity shares totaling to 7s. 1#'.&& crores(

through a

Mar?&* 4referential offer to !ife /nsurance 2orporation of /ndia 9now constitA0/Sng 1*.>'G

of

Mar?&* the BankKs epanded euity;( 2iticorp Banking 2orporation( Bahrain 9holding *.'G;(

2hrys2apital /(

Mar?&* !!2( Mauritius 9holding *.'G; and "arur 5ysya Bank !td.9constitA0/Sng 1.&&G;

The Bank also

Mar?&* /ncreases the authorised share capital of the Bank from 7s. %*& crores to 7s. *&&

crores.

Fe+?&* Bank( in a pioneering mo,e( launches the AT 4A7 2heue facility( free of cost( for all

its Sa,ings Bank customers.

Fe+?&* Bank wins mandate to set up 1' ATMs at the )estern 7ailway stations along the

Mum+ai di,ision.

=ct?&% Bank launches 2orporate i2onnectP ? the /nternet Banking facility for 2orporates

Aug?&% Bank signs Mo8 with BS! regarding +ill collection ser,ices across the country

through +oth online and offline channels.Apr?&% Bank opens its >&&th ATM

Mar?&% Deposits 2ross 7s.1%( &&& 2rore

an?&% The BankKs 1&&th +ranch opens at TA0/Scorin(Tamilnadu

an?&% The Bank opens an ATM at the 3ol Dak?"hana( i.e. the ew Delhi 34=( making it

the first instance of a commercial +ank setting up an ATM at any post?office in the

country.

Dec?&1 Total Ad,ances cross 7s >(&&& 2rore

o,?&1 The deposit +ase for the Bank crosses 7s. 1&(&&& 2rore

Sep?&1 4ri,ate placement of %#G stake in the Bank to 2D2 2apital 4artners. A0/S holding

reduces to ''.G

Aug?&1 Bank signs Mo8 with /ndia 4ost for introducing ,alue added financial products and

ser,ices to customers of +oth organi6ations( including setting up of A0/S Bank ATMs

in post offices.

%1

8/10/2019 fsfwsfsf

22/80

ul?&1 Bank ties up with 3o,t of Andhra 4radesh for collection of commercial ta

Dec?&& Bank opens its %&&th ATM. /t +ecomes the %nd largest ATM network in the country( a

position held e,en today.

=ct?&& Bank +ecomes fully networked

ul?&&

8/10/2019 fsfwsfsf

23/80

Bo"d of /ie,to#

The Bank has 1% mem+ers on the Board. Dr. 4. . ayak is the 2hairman and Managing Director of the

Bank. The mem+ers of the Board are R

/4 P4 J4 N"&"0 2hairman : Managing DirectorS+i K4 N""#im+" Mut+& DirectorS+i Suend" Sin*+ DirectorS+i M4 R"*+"(end" DirectorS+i P"ul :let,+e DirectorS+i /on"ld Pe,0 DirectorS+i N4C4 Sin*+"l DirectorS+i ="#+ M"+"."n DirectorS+i R4 N4 B+"d". DirectorS+i A4T4 P"nni Sel("m DirectorS+i J4R4

8/10/2019 fsfwsfsf

24/80

PROB3EM ABO'T BANK

!ow interest rates present a su+stantial pro+lem for +ank earnings. The Fed Funds rate historically

a,eraged a little o,er fi,e percent. A checking account with O1(&&& on deposit earned the +ank O>&(

which allowed it to process checks( mail statements and pay FD/2 insurance( perhaps with a little left

o,er. 4rofits were +oosted +y o,erdraft and ATM fees. ow( howe,er( one?fourth percent interest is

what +anks earn on deposited money( or $ust O%.>& a year on a O1(&&& account. That won-t co,er

processing checks or mailing statements e,ery month. ew regulations ha,e made +anking a

challenge( +ut the low interest rate en,ironment has +een e,en worse for profits.

The outlook is for no impro,ement. The Federal 7eser,e has stated its commitment to keep short?term

interest rates low for a long time. /n =cto+er %&1% the policy?making committee anticipated low rates

on Federal Funds at least through %&1>. More recently they ha,e tied easy money policy to

economic conditions( telling us to epect low interest rates so long as unemployment remains a+o,e

#.> percent and inflation is low. 8nemployment is currently C. percent( down from .# percent a year

ago. )e pro+a+ly ha,e all of this year and most of net +efore the Fed is tempted to raise interest

rates. 9)hat to do a+out continued low interest rates will +e discussed +elow.;

The second pro+lem is slow growth of loan ,olumes. /t might sound like a patient +anker

would e,entually see her pro+lems sol,ed +y slow loan growth. 8nfortunately( deposits are growing

faster than loans. =,er the past 1% months( total +ank loans ha,e risen +y less than four percent( while

deposits ha,e increased o,er eight percent. The o,erall loan?deposit ratio for the +anking industry is

the lowest it has +een since 1E'. The Fed-s easy money policy will keep deposits flowing in faster

than loan demand increases.

Business loans are the fastest growing segment( with real estate and consumer loans $ust +arely

epanding. There should +e more opportunity in %&1* for real estate loans related to residentialconstruction( and a little opportunity for more consumer lending.

The third +anking pro+lem for %&1* will +e new regulations. Dodd?Frank reuires %&& to '&&

new federal rules to +e enactedUestimates ,ary( suggesting the magnitude of confusion a+out the law.

By any measure( a huge amount of rule?making remains to +e completed. ust understanding the rules

is a ma$or challenge( possi+ly e,en greater than altering practices to comply with the rules.

%'

8/10/2019 fsfwsfsf

25/80

This is the en,ironment +ankers will face in %&1*. How can they make the +est of a not?so?great

situationP First( address the low interest rate en,ironment +y looking carefully at fee opportunities. /t

certainly seems that consumers are tired of +ank fees( +ut it is totally unrealistic to epect +anks to

pro,ide deposit products at a loss. Bankers need to do a +etter $o+ eplaining the economics of

checking accountsUhow high interest rates allowed +anks to pro,ide free checking( +ut today-s low

interest rates necessitate higher fees.

!ow interest rates and weak loan growth mean that deposits are not ,ery ,alua+le. Banks should make

sure that they are offering ,ery low interest rates on time deposits. ust when you think you are as low

as you can possi+ly go( you will see a competitor go lower. Follow him down. /f you lose a few

depositors( know that you didn-t ha,e a good use for the funds anyway.

!oan growth could +e stronger at ,irtually e,ery +ank in America. Strategies for growing loan

,olumes ha,e +een poorly de,eloped. Banks will try to poach competitors- lenders( will engage in

half?thought?out loan promotions( and often fail to de,elop a total plan for loan growth. Bankers

should e,aluate market areas( de,elop a plan( and then eecute the plan. The +ad news is that uick

results are unlikely. The good news is that a well?de,eloped loan strategy will ena+le superior earnings

for years to come.

Third( +anks ha,e little choice +ut to li,e with the new regulations. Belly?aching doesn-t seem to work

,ery well. The rule?making process rewards acti,e participants( so the industry associations play a

,ital role in pre,enting the worst regulatory ecesses. )ithin the +ank( e,ery institution needs a well?

run compliance function. This is difficult for smaller institutions( +ut it-s $ust as ,ital as opening the

doors in the morning.

Finally( recession is a risk for +anks and the entire economy. Bankers( along with all other +usinessleaders( should do contingency planning for a possi+le downturn. For ad,ice on that process( see the

links +elow.

%>

8/10/2019 fsfwsfsf

26/80

COMPETITION ANA3=SIS

There are twp areas of competitions which +anking industry is facing internationally and nationally. /n

the pre?li+erali6ation era( /ndian +anks could grow in a closed economy +ut the +anking sector opened

up for pri,ate competition. /t is possi+le that pri,ate +anks could +ecome dominant players e,en

within /ndia. /t has +een recorded a rapid rise of the new pri,ate sector +anks and it has tracked the

transformation of the pu+lic sector +anks as they grapple with the changes of financial deregulation.

8se of ATM cards( /nternet Banking( 4hone Banking( Mo+ile Banking are the new inno,ati,e

channels of +anking which are +eing widely used as they result in sa,ing +oth time and money which

are two essential things that e,ery one is short of and is running to catch hold of them. Moreo,er

pri,ate sector +anks are aligning its infrastructures( marketing uality and technology to +uild deep

commitment in +uilding consumer and retail +anking. The main focus of these +anks is on inno,ati,e

range of ser,ices or products

Ma$or 2ompetitor list are +elow R?

%#

8/10/2019 fsfwsfsf

27/80

COMPETITORS 3i#t

1. /2/2/ BA"

%. HDF2 BA"

*. HSB2 BA"V/T. 2AA7A BA"

#. /D/A =5

8/10/2019 fsfwsfsf

28/80

St"te*&

The li+erali6ation and growth of the /ndian economy pro,ides A0/S +ank with significance

opportunities to proceed superior financial products and ser,ice to the corporate and the retail sector

A0/S +anks o+$ecti,e is to enhance its position an /ndia-s premier financial ser,ices pro,ider. The key

element of A0/S +ank +usiness strategy isR ?

1. focus on uality growth opportunities +y

a; Building a strong retail franchisee.

+; Maintaining and enhancing strength in corporate +anking.

2omprise conser,ati,e risk management practices and enhanced assets ualities.

8sed technology for comparati,e ad,antage.

Attract and retain talented professionals.

%

8/10/2019 fsfwsfsf

29/80

%E

S;OT ANA3=SIS

8/10/2019 fsfwsfsf

30/80

S;OT ANA3=SIS

The o+$ecti,es of a S)=T analysis are to +uild on your strengths and minimi6e your weaknesses. Findcompara+le companies to de,elop your own S)=T analysis. This sample S)=T analysis for Smart

2ard Marketing Systems /nc company in 8nited States can pro,ide a competiti,e ad,antage.

84 STRENGT1

1. . Too many taes

#. Hea,y management epenses and administrati,e costs.

C. !ow customer confidence on the pri,ate players.

. 4oor retention percentage of tied up agents.

24 OPPORT'NITIES

1. 3lo+al reach of +usiness

%.ew products and ser,ices

*. ew acuisitions

'. ew markets

>. /ncome le,el is at a constant increase

*&

8/10/2019 fsfwsfsf

31/80

#. There will +e inflow of managerial and financial epertise from the world-s leading insurance

markets. Further the +urden of educating consumers will also +e shared among many players.

C. /nternational companies will help in +uilding world class epertise in local market +y introducing

the +est glo+al practices.

D4 T1REATS

1. 7ising cost of raw materials

%. /ncrease in la+our costs

*. 4rice changes

'. /ncreasing costs

>. Ta changes

#. 3o,ernment regulations

C.=ther 4ri,ate Bank 2ompanies Also ,ying For The Same non +ank customer 4opulation.

.Big 4u+lic Secter insurance 2ompanies !ike HDF2( /2/2/( Y

8/10/2019 fsfwsfsf

32/80

Si*nifi,"n,e of Reot

The research is significant for me and the +ank thus significant as follow to the trainee as follow R ?

"4 To t+e t"inee

The research has pro,ided the trainee practical knowledge regarding the organi6ation working(

sur,ey and other aspect of marketing.

This research is also essential for me in fulfillment of MBA curriculum

b4 To t+e b"n0 7esearch would help the +ank to get the lead of potential customer and current satisfaction

le,el among eisting relationship companies

To study the opportunity of cross sailing of oher product and ser,ices

The suggestion pro,ide the researcher will +e helpful to impro,ement of class and uality of

ser,ice to new and current customers and also help to enhance the acti,ities

,4 to t+e ,u#tome

The research will +ecome a medium to con,ey the dissatisfaction factor to the appropriate

person in the management

The researcher would help the manager and other eecuti,es of +ank to the ,alua+le

information of potential customer.

*%

8/10/2019 fsfwsfsf

33/80

Ad("nt"*e# Of Sm"t C"d

Moe Se,ue

This simple technology has re,olutioni6ed the payment card industry and increased the le,el of card

security. These cards use encryption and authentication technology which is more secure than pre,ious

methods associated with payment cards. The microprocessor chip em+edded at the heart of the smart

card reuires contact to the card reader and certain areas of the chip can +e programmed for specific

industries.

S"fe to T"n#ot

Another ad,antage to ha,ing a smart card is their use in the +anking industry 9and many other sectors;.

These cards gi,e the holder freedom to carry large sums of money around without feeling anious

a+out ha,ing the money stolen. /n this regard( they are also safe +ecause the cards can +e easily

replaced( and the person would ha,e to know the pin num+er to access its stored ,alue. This takes care

of the pro+lem with cashQ once it is stolen it is nearly impossi+le to trace and reco,er it.

Dou+le as an /D 2ard

A third ad,antage of using a smart card is that they can pro,ide complete identification in certain

industries. There are numerous +enefits of using smart cards for identification. A dri,erKs license that

has +een created using smart card technology can gi,e the police the a+ility to uickly identify

someone whose +een stopped for speeding or reckless dri,ing. These cards can +e used +y health

professionals to identify someone who is +rought in +y an am+ulance +ut unconscious or una+le to

speak.

4re,ents Fraud

=ther +enefits of using smart cards for identification can +e used +y go,ernments to pre,ent +enefits

and social welfare fraud to ensure the right person is recei,ing the welfare +enefit. Some countries are

using the smart cards to identify temporary workers who ha,e +een gi,en work permits. This has the

potential to reduce immigration fraud.

Smart cards are $ust as easy to use as a credit or de+it card( +ut considera+le more secure. They are

lightweight and easy to carry. This makes it easy to ha,e one card to pay for parking( access to the

office( and for +uying lunch at the office cafeteria.

**

8/10/2019 fsfwsfsf

34/80

Disad,antages

E"#il& 3o#t

!ike a credit card(smart cards are small( lightweight and can +e easily lost if the person is

irresponsi+le. 8nlike credit cards( smart cards can ha,e multiple uses and so the loss may +e much

more incon,enient. /f you lose a card that dou+les as a de+it card( +us pass and key to the office( you

could +e se,erely incon,enienced for a num+er of days.

Se,uit&

A second disad,antage of the using smart cards is their le,el of security. They are more secure than

swipe cards. Howe,er( they are not as secure as some in the general pu+lic would +elie,e. This creates

a false sense of security and someone might not +e as diligent as protecting their card and the details it

holds.

Slo Adotion

/f used as a payment card( not e,ery store or restaurant will ha,e the hardware necessary to use these

cards. =ne of the reasons for this is since the technology is more secure( it is also more epensi,e to

produce and use. Therefore( some stores may charge a +asic minimum fee for using smart cards for

payment( rather than cash.

Po##ible Ri#0 of Identif& T+eft

)hen used correctly for identification purposes( they make the $o+s of law enforcement and healthcare

professionals easier. Howe,er( for criminals seeking a new identity( they are like gold( +ased on the

amount of information it can contain on an indi,idual. Some "d("nt"*e# t+"t #m"t ,"d# bin*

/t pro,ides reduction in costs

/t has technical specification standards

/t gi,es security of information

/t has more organi6ed information

/t has emergency information

The process doesnKt reuire paper

=ne card can access multiple transactions

/t can do transactions off and on?line

/t is more con,enient( since people donKt ha,e to carry cash or multiple cards

*'

8/10/2019 fsfwsfsf

35/80

/t reduces fraud

/t has high memory capa+ilities

/t has the a+ility for on?site appro,al

8/10/2019 fsfwsfsf

36/80

OBJECTI

8/10/2019 fsfwsfsf

37/80

8/10/2019 fsfwsfsf

38/80

C+"te-D- Re#e",+ Met+odolo*&

T&e of Re#e",+

The study at Smart Banking is a com+ination of analytical and practical study. /t is +ased on data

collected from records of the Ais Bank and is administered to ,arious departmental heads connected

with Banking /ndustry.

84 /e#,iti(e 74 Coel"tion

24El"n"to& D4 Elo"to&

84 /e#,iti(e e#e",+ - attempts to descri+e systematically a situation( pro+lem( phenomenon(

ser,ice or programme( or pro,ides information a+out ( say( li,ing condition of a community( or

descri+es attitudes towards an issue4

74 Coel"tion"l e#e",+? attempts to disco,er or esta+lish the eistence of a relationshipJ

interdependence +etween two or more aspects of a situation.

24 El"n"to& e#e",+? attempts to clarify why and how there is a relationship +etween two or

more aspects of a situation or phenomenon.

DElo"to& e#e",+? is undertaken to eplore an area where little is known or to in,estigate the

possi+ilities of undertaking a particular research study 9feasi+ility study

J pilot study;.

*

8/10/2019 fsfwsfsf

39/80

T&e of /"t" ,olle,ted

4rimary data ? )hen the data is collected for the first time for the study +y the researchers is

called primary data. Face to face interaction with customers of in,estment withstructured uestionnaire.

Secondary data ? These are those data which ha,e already +een collected +y some one else :

which ha,e +een passed through statistical process. Secondary data used to this report is

o+tained from we+sites( news papers( and maga6ines as well as +rochure.

SAMP3ING P3AN

Since it is not possi+le to study whole uni,erse( it +ecomes necessary to take sample from the uni,erseto know a+out its characteristics.

Sample TechniueR 7andom Sampling.

7esearch /nstrumentR Structured uestionnaire.

2ontact MethodR4ersonal /nter,iew

S"mle Sie

Samples of 1&& indi,idual were selected on the +asis of con,enient sampling techniue. Theindi,iduals were selected in the random manner form sample and were collected from them for the

research study

T&e# of S"mle /e#i*n

84 Pob"bilit&

X Simple 7andom

X Systematic

X Stratified

X 2luster

*E

8/10/2019 fsfwsfsf

40/80

8/10/2019 fsfwsfsf

41/80

T"*et *ou

The target segment for the general data were mainly ad,ice from the eternal source. 3roups tapped

for the data collection sheet and personal inter,iew work from industrial directories( personal

reference and the data from /nternet

Target segment for the phone calling were deri,ed from the confirmed assorted gets from phone

directories( industrial directories etc. call was made to the selected organi6ation or customer in the

directly and ask for the personal meet and also other information which is helpful to create data +ase

was collected.

Data collection from the sheet( personal inter,iew( and other channel work organi6ed as underR ?

/"t" #+eet fo #"l"& ",,ount

P"ti,ul" C"ll m"de C"ll ,on(eted 3e"d *"nted

Automo+ile industry ' ' %

3arment eporthouse

*& %& 1C

1%

Architect > * %

Hospital > % 1

3o,ernmentdepartment

> * %

From the a+o,e ta+le we found out that maimum of the customer are from the category of garment

and eport +usiness and our shopkeepers

/"t" #+eet fo #"(in* ",,ount#

4articular 2all made 2all con,erted !ead granted

Doctors 1> 1&

2.A.S %& 1& >

ewelers 1& '

Shopkeepers *& %> 1&

'1

Con,etu"l

/i#,u##ion

8/10/2019 fsfwsfsf

42/80

'%

8/10/2019 fsfwsfsf

43/80

SMART BANKING

This section is fully dedicated to the Tech Banking. A decade +efore( it was tough to +elief that +anking sector

will +e at a finger tip. ow its possi+le. A mo+ile hand set with a connection is the only instrument needed to

make a gateway to your +anking transaction( the latest inno,ation of technology.

Apart from the Mo+ile Banking( including of SMS Banking( et Banking and ATMs are the ma$or steps taken

+y the +anks in /ndia towards modernisation. )ith all these de,ises and systems( there is a complete freedom to

eperience.

2heck your account( transfer your fund( make payments and what more( do anything of e,erything what has

+een followed in physical +anking since ages. But this time no standing for hours in front of cash counter and

no time +oundation in withdrawing your own money.

Autom"ted Telle M",+ine $ATM%

The first +ank to introduce the ATM concept in /ndia was

the Hongkong and Shanghai Banking 2orporation

9HSB2;. /t was in the year 1EC. ow( almost e,ery

commercial +anks gi,es ATM facilities to its customers.

The first +ank to cross 1(&&& marks in installing ATMs in

/ndia is /2/2/. SB/ is following the concept of KATMs in

uantityK. But 4ri,ate Sector Banks ha,e taken the lead.

/2/2/( A0/S( HDF2 and /DB/ counts more than >&G of the total ATMs in /ndia.

4u+lic Sector Banks are also taking the installation of ATMs seriously for /ndian market. They are either setting

up their own ATM centres or entering into tie?ups with other +anks. The 2orporation Bank has the second

largest network of ATMs amongst the 4u+lic Sector Banks in /ndia.

The /ndian +anks ha,e also come up with a KSwadhanK scheme. 8nder this scheme( the +anks can use each

otherKs ATM at a cost( usually 7s. *> etra from their customers. The main feature of KSwadhan 2ardK are as

followsR

o echange fee charged to change an old ATM card for a Swadhan card.

7s. *(&&& fied as the ceiling on withdrawal.

(&&& +y regular ATMs.

/BA gi,es +anks the discretion to decide a higher maimum amount for withdrawal.

'*

8/10/2019 fsfwsfsf

44/80

Transactions conducted through any of the mem+er +anks appear on a +ank statement( which is gi,en

only +y your own +ank.

All transactions conducted in any of the mem+er +anks appear on the +ank statement( +ut only your

own +ank will pro,ide this.

Co#t of #ettin* ATM ,ente

Approimately 7s.1mn it takes for the setting of an ATM center. 7s.1.%?1.'mn per annum is needed for its

maintenance. To keep the cost in euili+rium position( there should +e around %>&?*&& transactions per day per

ATM.

To o,ercome or to reach the +reak?e,en point( the +anks are always encouraging its customers to use the ATMs.

Banks like HDF2 and 2iti+ank e,en charge penalty if a customer ,isits the +ranch.

27 /ndia and HMA Die +old are the main two players in this market to set up ATMs in /ndia. The market(

according to them is whopping 1&&G and they are ,ery optimistic to see *&(&&& ATMs in /ndia ,ery soon

Mobile B"n0in* In Indi"

NThe account that tra,els with youN. This is needed in t odayKs fast +usiness

en,ironment with unending deadlines for fulfillment and loads of

appointments to meed and meetings to attend. )ith mo+ile +anking

facilities( one can +ank from anywhere( at anytime and in any

condition or anyhow. The system is either through SMS or through )A4.

92heck out for SMS Banking under different head;

Mo+ile Banking is the hottest area of de,elopment in the +anking sector

and is epected to replace the creditJde+it card system in future. /n past two

years( mo+ile +anking users has increased three times if we compare the use of either de+it card or credit card.

Mo,eo,er >?E&G mo+ile users do not own credit cards.

Mo+ile +anking uses the same infrastructure like the ATM solution. But it is etremely easy and inepensi,e to

implement. /t reduces the cost of operation for +ankers in comparison to the use of ATMs.

8sing compact HTM! and )A4 technologies( the following operations can +e conducted through ad,anced

mo+ile phones which can is further ,iewed on channels such as the /nternet ,ia the 2hannel Manager.

Bill payments

Fund transfers

2heck +alances

Any many more which is also a,aila+le in SMS Banking

''

8/10/2019 fsfwsfsf

45/80

/n countries like "orea( two S/M 2ard is used in mo+ile phones. =ne for the telephonic purpose and the other

for +anking. Bank account data is encrypted on a smart?card chip. A+out *.* million transactions were reported

+y Bank of "orea in %&&'.

'>

8/10/2019 fsfwsfsf

46/80

SMS B"n0in*

Businesses are in mo,e. So is to +e your money. You may ha,e to thank the +anks which are pro,iding +anking

at the send? of?your?sms. The technology is at its highest le,el to mo,e your money while you are on the mo,e.

/f you are ha,ing non?)A4 ena+led mo+ile handset( you can use the facility of SMS ser,ices. The following

operations can +e easily used +y the ser,ice pro,iderR

Balance enuiry

!ast three transactions

2heue payment status

2heue +ook reuest

Statement reuest

Demat ? Free Balance Holding

Demat ? !ast two Transactions

Bill 4ayment

The SMS facility +rings peace of mind to customers and opens doors to many more technological possi+ilities

and inno,ati,e ser,ices. /t is ,ery similar to how an ATM works.

To use ATM( a card is necessary and to use SMS ser,ice( a mo+ile phone is needed. /n +oth the cases( secret

num+er is necessary to access.

SMS +anking is also ,ery much safe. First( one authenticates the mo+ile num+er with the authentications key.

Second( the customer uses secret Mo+ile 4ersonal /ddentification um+er 9M4/;.

A new concept has +een de,eloped +y Bank of 4un$a+ !td. They call it NMo+ile )alletN. )ith the support of

this technology( a customer can make payment and recei,e payment of account of +uyJsell 9merchants; through

SMS.

/n this system( a +uyer sends a message for +uying and the +ank in return sends a message confirming the

purchase +oth to the merchant as well as to the +uyer. De+it card num+er is the key field which is used for the

authenticity of the customer.

The processes of the ser,ice are simplified as underR

2ustomer has to send N7&'C>*11&>&&&1&E1&EN Bank will confirm the registration with the return message.

After that customer will ,isit nearest +ranch to collect the ser,ice +rochure and get it filled.

7egistration will +e a one time process.=nce registered( customer would +e a+le to +uy things from any

of the registered merchant of the +ank.

'#

8/10/2019 fsfwsfsf

47/80

INTERNET BANKING

/n /ndia( the regulatory +ody has not yet sanctioned ,irtual +ank( in a+road there are +anks like crore.

These in,estments is $ust a fraction if compared to the operations of the +ank using physical infrastructure.

Se(i,e# o(ided b& Net B"n0in*

Fueie#

2heck Balance

See Statement

/nuire a+out cheue status

Ask for a Statement

Ask for a 2heue Book

/nuire a+out Fied Deposit

/nuire a+out TDS details

See Demat Account

8pdate profile

T"n#",tion#

Stop a 2heue

4ay Bills

'C

8/10/2019 fsfwsfsf

48/80

Ask for a Demand Draft

Transfer funds +etween your accounts

Transfer funds to a third party

7euest for a new Fied Deposit

Shop =nline 4ay Bank 2redit 2ard Dues

Ad("nt"*e# of Net B"n0in*

/t remo,es the traditional geographical +arriers as it could reach out to customers of different

countriesJlegal $urisdiction. This has raised the uestion of $urisdiction of lawJsuper,isory system to

which such transactions should +e su+$ected.

/t has added a new dimension to different kinds of risks traditionally associated with +anking(

heightening some of them and throwing new risk control challenges.

Security of +anking transactions( ,alidity of electronic contract( customersK pri,acy( etc.( which ha,e all

along +een concerns of +oth +ankers and super,isors ha,e assumed different dimensions gi,en that

/nternet is a pu+lic domain( not su+$ect to control +y any single authority or group of users.

/t poses a strategic risk of loss of +usiness to those +anks who do not respond in time to this new

technology( +eing the efficient and cost effecti,e deli,ery.

'

8/10/2019 fsfwsfsf

49/80

8/10/2019 fsfwsfsf

50/80

Pe,"ution# t"0en "fte e,ei(in* ,edit ,"d

To A,oidR

Bending the 2ard.

8/10/2019 fsfwsfsf

51/80

To /o

4lease sign on the signature panel on the re,erse of the 2ard immediately with a non?erasa+le +all?point

pen 9prefera+ly in +lack ink;. This will ensure that the +enefits of mem+ership are yours and yours

alone.

"eep the 2ard in a prominent place in your wallet. You will notice if it is missing.

Re#on# ,edit ,"d bein* e.e,ted "t et"il outlet

=ne may ha,e eceeded the +orrowing limit or defaulted 9constantly; on minimum payment due.

The 2ard is hotlisted.

The card has crossed its epiration date.

on?receipt of dues of one?card +locks future transactions on any other card9s; held of the same card?

issuing +ank.

The magnetic stripe on the re,erse of the card is damaged i.e. has +een scratched or eposed tocontinuous heatJdirect sunlight or magnetic field?like card kept near a T5 set J other electronic

appliances.

Systems or technology failures ha,e in rare instances also led to non acceptance of cards when swiped

through an 1

8/10/2019 fsfwsfsf

52/80

*.risk of the late payment leading to unhappiness with employees

'.in case of outstation employs( risk of cheue getting lost in transit.

Salary account offering from A0/S +ank addresses the critical issue of distri+A0/Sng salary to

employs on the time. )e feel a salary account offering like ours can help u o,ercome this pro+lem and

u can dis+urse salary a smoother and efficient manner from a centrali6ed location.

B"#i,# "bout t+e odu,t#

An organi6ation can operate for the salary account product offered +y A0/S +ank an ad,ise in form of

cheue for the total salary amount along with the salary details of the designated employs in a solo

copy format( A0/S +ank will credit the respecti,e employs accounts with the amount as gi,en.

BENE:ITS

Since the +ank handles the salary distri+A0/Son process the corporate en$oys numerous +enefits likeR

?

1.salary distri+A0/Son for all yours employs though a single cheue

%.to account would remain open e,en if the +ank +alance +ecome 6ero

*.multi location salary dis+ursal possi+le with A0/S +ank network

)e hope that these salary accounts would help u to dis+ursal salary in a cost effecti,e and efficient

manner and would keep 8r employs happy and satisfied.

d4 benefit to t+e ,om"n&-

1.salary dis+ursement for all 8r employs though a single cheue

%.mA0/Slocation commission dis+ursal possi+le with in A0/S +ank network

b4 Benefit fo t+e #t"ff -

9Free +enefits;

1. De+it cum ATM card ?de+it card free of cost to the account holder andW optimal all

international de+it cards free +enefits

%.insurance @ account holder get accidental insurance of % lac 9with premium free of cost;.

%. free anywhere +anking @ national wide eist to accountVwith in our networkW

>%

8/10/2019 fsfwsfsf

53/80

'.free cheue +ook @ personali6ed cheue +ook to 8r reuirement

>.a net facility @account holder operate +ank account through the /nternet free of cost

#.free phone +anking @ information a+out products of +ank( +alance inuiry( cheue status( detail

of group company products a,aila+le on phone

$Otion"l fe"tue#%

1.demat facility? uniue integration of +ank account with the demat and +roking account.

%.attracti,e reco,ering deposit @attracti,e interest rate( regular sa,ing and FD

*.uantum optima? premium twin +enefit( account liuidity and high return V+alance o,er

7s1&&&& shall +e mo,e to FD automatically multiples of 7s >&&&

$Ot+e fe"tue%

1.+alance reuirement @ uarterly a,g. +alance specially reduced to 6ero.

Detail of product offers salary account

A4 benefit to t+e ,om"n&

?? Salary dis+ursement for all 8r employs through a single cheue.

??Multi location commission dis+ursal possi+le wit in A0/S +ank network

B4 benefit fo t+e emlo

2om+ining the acceptation of a credit card

Accepted o,er %% ATM all o,er /ndia

Direct online de+it to 8r sa,ing aJc.

Zero lost card lia+ility after responding J reporting

/nternational de+it card annually

%' hrs for time independent +anking

3ood spread of ATMs network o,er the country

o transaction cost( no restriction on no. of transaction

Accidental insurance of % !ac without any cost

=nline +anking facility free of cost

>*

8/10/2019 fsfwsfsf

54/80

8/10/2019 fsfwsfsf

55/80

uantum optima @ earn fied deposits returns on 8r sa,ing AJc( liuidity of sa,ing AJc and

high return of fied deposit.

Auto sweep @ automatic daily transfer of surplus +alance a+o,e 7s 1&(&&& from your sa,ing

account to fied deposit in multiple of 7s>&&& which earn FD interest annually

Auto?re,erse

Auto?renewal

M/S

Citei" fo ne otenti"l #"l"& ",,ount

All the organi6ations that +eliefs in long term relationship with the customer are pro,iding class and

uality of ser,ice to the customer for that they ha,ing some criteria for new relation. A0/S +ank also

+eliefs on this policy and ha,ing criteria for new salary accounts relationship

1. a,erage no of employees in the organi6ation should +e more than 1&

%. if employees are less then 1& then total monthly salary distri+A0/Son to the employees

should +e more then 1 lac

>>

8/10/2019 fsfwsfsf

56/80

S"(in* ",,ount

)ith this in mind it is our continuos endea,or to facilitated our corporate clients in doing +usinesses

effecti,ely +y helping them keep them their employees happy. Sa,ing accounts offer +y A0/S +ank

address the criteria to comfort the client +y pro,iding efficient and effecti,e ser,ice.

B"#i, "bout t+e odu,t

An organi6ation can operate for the sa,ing account product offered +y A0/S +ank for the con,enience

of the customer and can en$oy numerous other +efits( the customer ha,e to fill a form to +ecome client

Benefit#

1. the client could en$oy the 6ero +alance facility

%. the client can en$oy the facility of accidental insurance without any cost

*. the client can en$oy the facility of FD in multiple of 7s >&&&

we hope that the +enefit of sa,ing account would keep our client happy and satisfied.

/et"iled of t+e odu,t #"(in* ",,ount#

1. a,erage uarterly +alanceR ? client ha,e to maintain a,erage uarterly

+alance of 7s >&&&

%. 6ero +alance facilityR ? e,en if the +alance 6ero the account would not

close

*. de+it cards and ATM cardsR ? client would get the de+it card for the

withdrawal money through ATMs'. insurance facilityR ? on the de+it card client would get the facility of

accidental insurance of 7s % lac and premium would me filled +y +ank

itself

>. online facilityR ? client could operate his account through the internet

free of cost

#. demat facilityR? client could also handle the share trading

>#

8/10/2019 fsfwsfsf

57/80

C. anywhere +ankingR ? client could do +anking anywhere in the country

without etra charge

. check +ookR ? client can use the check +ook according to its con,enience

E. ATM facilityR ? client could withdrawal the money e,en he could deposit

the money from ATM

1&. Telephone +illsR ? client could deposit the BS! land line phone +ill

through the ATM

11. Free phone +ankingR ? information a+out the product( +alance inuiry(

check status( detail are a,aila+le on phone

1%. Alternati,e recurring deposits attracti,e interest rates and regular

sa,ings

1*. uantum facilityR? premium twin +enefit amount liuidity and high

return9+alance o,er 7s 1&&&& would mo,e to FD automatically in

multiple of 7s >&&&;

Neto0 of ATM# "ll o(e Indi"

Following transaction is possi+le on ATMs

mini statement

+alance inuiry

check +ook reuest

highest daily withdrawal of 7s '&&&&

check drop +o at each ATM center

the cash deposited at each ATM center

>C

8/10/2019 fsfwsfsf

58/80

Free infinity

internet +anking

%' hours access for sa,ing account

similarly of all our accounts

fund transfer from 1 account to another account

transfer of fund to fied deposit

electronic reuest for check +ook and stop payment

statement of accounts

Citei" fo ne otenti"l "nd #"(in* ",,ount -

All the organi6ation that +elie,e in long term relationship with the customer are pro,iding class and

uality of ser,ices to the customer that hey ha,ing same criteria of new relation. A0/S +anks also

+elie,ing on this policy and ha,ing these criteria for knew sa,ing account relationship

transaction of money should +e regular

clients should +e attracti,e towards his facilities and account

>

8/10/2019 fsfwsfsf

59/80

BENE:IT O: SA ATMs and a+o,e %C+ranches of A0/S +ank

X E> ATMs and a+o,e %C +ranches

X /nternational ATM cum De+it cardswith easy cash withdrawal system

X Funds transfer through online +anking

X Bill payment through online +anking

X =nline shopping

X Free of cost online trading with depository ser,ices

X Meal card on the +asis of Master card

>E

8/10/2019 fsfwsfsf

60/80

#&

/ATA ANA3=SIS AN/

INTERPERTATION

8/10/2019 fsfwsfsf

61/80

/ATA ANA3=SIS AN/ INTERPETATION

F CAN =O' OPERATE ATM

Y

8/10/2019 fsfwsfsf

62/80

F /O =O' KNO; ABO'T T1E P1ONE BANKING :ACI3IT=

Y>G= '>G

Inteet"tion

The sur,ey shows that out of 1&& persons( >>G persons are aware a+out 4hone Banking Facility and

'>G persons are not aware a+out this.

#%

8/10/2019 fsfwsfsf

63/80

/O =O' KNO; ABO'T T1E INTERNET BANKING :ACI3IT= PRO

8/10/2019 fsfwsfsf

64/80

TRA/ING PRO:ITS

=e" 7665-69 7669-6H 766H-6

4rofit #E *1' %#*

INCREASING REAC1

Mont+ M",+69 M",+6H M",+6

Cente#

Co(eed

D 92 6

B"n,+e#

Etn4

Counte#

868 82 87

ATML# 262 D8 77

#'

8/10/2019 fsfwsfsf

65/80

RISING PRO:ITABI3IT=

=e" 7686-88 7688-87 7687-82

et 4rofit # 1*' 1E%

=perating

7e,anues

%#1 #1> C**

#>

8/10/2019 fsfwsfsf

66/80

ATM C1ANNE3 MIGRATION

Mont+ 7686-88 7688-87 7687-82

C"db"#e$3"0+#%

74 549 8747

C"d it+d"l#

$Coe%

H6 8HH D8

No4of T"n#",tion#

$3"0+#%

854 2542

##

8/10/2019 fsfwsfsf

67/80

INTE33ECT'A3 CAPITA3

=e"# Pofit

Belo 26 &e"# 7

26-D6 =e"# 88

D6-56 =e"# 7Abo(e 56 =e"# 5

Intellectual Capital

28%

11%2%

59%

Below 30 years

30-40 Years

40-50 Years

Above 50 Years

INTE33ECT'A3 PRO:I3E

Fu"lifi,"tion Pe,ent"*e

CALIC;A>CS>C:AS 9

MBAL# 75

ENGINEERS>TEC1NICA3 86

BANKING PRO:4 2D

OT1ERS 75

Intellectual Profile

6%

25%

10%34%

25%

CAICWA/CS/CAS

!BAs

"#$I#""S/&"C'#I

CA(

BA#)I#$ *+,

+&'"S

#C

8/10/2019 fsfwsfsf

68/80

Saving

20%

15%

25%

15%

25% 'C

ICICI

.&II#.SI#

+&'"S

S1ARE1O3/ING

Com"nie# Pe,ent"*e

A0/S?/ **.>#

!/2 1*.>'2DA %&.1%

2iti2orp *.*

2hrys 2apital *.*

=thers %>.1%

Shareholding

.&I-I

33%

(IC

14%CA

20%

CCor

4%

Crys Caal

4%

+ers

25% .&I-I

(IC

CA

CCor

Crys Caal

+ers

F

8/10/2019 fsfwsfsf

69/80

BA"

ame of +anks SB/ SBB /2/2/ A0/S HSB2 2/TY

BA"

o of +ranch in 7a$. 1#C >*# > ' 1 1

o of +ranch in

"ota

%% ># * % 1 1

o of ATM in "ota # > %' 1# 1 %

o of ATM in 7a$. %% %C >& *% 1 %

Re#on#e of telem"0etin*

This response of phone call made our recorded as under

'&G not interested

1&G interested +ut not eligi+le

*>G already account opened

1>G will open an account

The analyses of already eisting salary account of A0/S and another +ank are

HDF2 +ank %*G

A0/S +ank 1*G

/2/2/ +ank %G

/D8S/D +ank 'G

And other +ank-s *%GBANKS PERCENTAGE

HDF2 %*G

/2/2/ %G

A0/S 1*G

/D8S/D 'G

=TH

8/10/2019 fsfwsfsf

70/80

The analyses of already eisting sa,ing account of A0/S +ank and other +anks are

HDF2 +ank

A0/S +ank

/2/2/ +ank

/D8S/D +ank

=ther +anks

BANKS PERCENTAGE

1/:C 76ICICI 85

AXIS 75

IN/'SIN/ 85

OT1ERS 75

Saving

20%

15%

25%

15%

25% 'C

ICICI.&I

I#.SI#

+&'"S

Inteet"tion

4hone calls and personal inter,iew gi,es a platform through which / get the +asic idea a+out

potential customer.

4hone call are 1stinterfaces +etween the customers and me( the percentage to success through

phone call is almost %&G during my training periods

Approimately only 1G of the corporate inter,iewed were seem to +e interested in opening

there account in the +ank

C&

8/10/2019 fsfwsfsf

71/80

8/10/2019 fsfwsfsf

72/80

C%

8/10/2019 fsfwsfsf

73/80

:IN/INGS @ RECOMMEN/ATIONS

:indin*#

2ustomers are not aware of Smart Banking.

7elation +etween 2ustomer and 27M is not good.

2ustomers ueries are not resol,ed.

2ustomers are not happy with Bank ser,ices and their employees.

Re,ommend"tion#

=n the +asis of finding and analy6ing the research recommended following suggestionR ?

2ustomers need to +e gi,en education a+out Smart Banking.

ew and different product should +e launched to attract more customer

8ntapped customer should +e contacted in order to increase data+ase though more channels

7esponse gi,en +y some customers should +e taken care of and steps should +e taken on the

same.

2alls were made to head office of +ig organi6ation which ha,ing +ranch office in "ota city

and contacted at top le,el to esta+lishing new relationship.

More interacti,e meeting at top le,el or e,ents should +e arranged so more customers could

come in contact.

More +ranch in state should +e opened so that more people can ha,e the ser,ice

2ustomer ser,ice should +e impro,ed.

There is need to recruit the more ualified persons on the post of field officer who are made

more lia+le and responsi+le commitment and clearly defined the product offer.

To eliminate the dissatisfaction of customer community and product demand are send to the

customer in proper time period.

To eliminate the dissatisfaction proper workshop and awareness programs like campaigning

are helpful and held on the client origination.

C*

8/10/2019 fsfwsfsf

74/80

C'

CONC3'SION

8/10/2019 fsfwsfsf

75/80

C+"te- - Con,lu#ion

)ith the emerge trend of glo+ali6ation and pri,ati6ation the look of /ndian economy has taken new

dimensions. There are more possi+ilities of inward and outward souring at capital( la+or and

technology. /ndian eport and $o+ opportunity has tremendously increased. This new look of economy

has raised the demand for +etter +anking facilities for corporate and there staff mem+er.

There is great opportunity to esta+lished long?term relationship +ulk of people. A0/S +ank is one of

these finical institutes( which has gi,en new ,ision to these offers. )hile going through the pro$ect /

ha,e come across with this offer and made a study on the account ser,ices offered in "arnal 2ity +y

A0/S +ank.

To undergo this study my prior $o+ is to collects the data( which will pro,ide me a +ase to interact with

the organi6ation 9task( pu+lic( pri,ate companies( education in "arnal 2ity. /t was found that the most

of customer appreciate the ser,ice pro,ided +y the +ank and more keen to know a+out other offering

of the +ank.

At last / concluded the study on the +asis of finding and analysis of the sur,ey. Most of the

eisting customers of account holder were satisfied with the facilities pro,ided +y the +ank.

Beside it account holders are also interested to know more a+out the other products like demat( credit

card( home lone etc. But the lack of ualified marketing eecA0/S,es sales persons( the proper

presentation is not going to the potential customer( so the other +anks( who ha,ing ualified marketing

eecA0/S,e gra+ the opportunity of market so some more effort should +e done to gra+ the

opportunity.

Thai the sur,ey se,eral that the organi6ation has pro,ide a wide range of product ser,ice and

in,estment plans. Banking that is flei+le( inno,ati,e and prompt in meeting the customer

reuirement. =,er all it was o+ser,ed that the customer were satisfied +eing as a mem+er of

A0/S +ank pariwar. They think one pro,ide +etter ser,ices product and facility at one place in

comparison of other competitor +anks customer.

C>

8/10/2019 fsfwsfsf

76/80

C#

F'ESTIONNAIRE

8/10/2019 fsfwsfsf

77/80

To achie,e the o+$ecti,es(the uestionnaire used was uite helful . The uestionnaire used was in thefollowing formR

F'ESTIONNAIRE

1. )H/2H TY4< =F A22=8TS D= Y=8 HA5< / D/FF

8/10/2019 fsfwsfsf

78/80

E. A7< Y=8 SAT/SF/

8/10/2019 fsfwsfsf

79/80

CE

BIBI3OGRAP1=

8/10/2019 fsfwsfsf

80/80

Biblio*"+&

BOOKS -

/rs0 Bank Accounta34 /rs0 I3ves05e30s S5ar0s

'ow 0o I36rease a Bank7s -e1os/0s

/nternet links

;;;4AXISBANK4COM

;;;4GOOG3E4COM

www.axisbank.comcareerscareers.asp

www.trader!i.com