report.ppt

TABLE OF CONTENTS
(Font Style - Times New Roman and Font Size - 14)
Particulars Page No.
•• Bonafide Certificate i)
•• Certificate of Originality ii)
•• Acknowledgement iii)
•• Project Report Form with the details of Student & Project Guide iv)
•• Student and Project Guide Interaction Report v)
•• Table of Contents vi)
•• List of Tables vii)
•• List of Figures/Charts/Diagrams viii)
•• List of Pictures ix)
•• List of Appendices x)
•• List of Abbreviation xi)
•• Abstract
Chapter Number 1 - Introduction
xii)
1-20
1.1 1
1.2
1.3
Company profile (If Applicable) (can be clubbed with chapter 1 or separately kept as Chapter Number 2 -
Company Profile
Chapter Number 2 - Review Literature 2.1
2.2
Chapter Number 3 - Research Methodology 3.1
3.2
3.3
Chapter Number 4 -Data Analysis and Interpretation 4.1
4.2

Chapter Number 5 - Findings of the Research Study
5.1
5.2
Chapter Number 6 - Conclusion, Summary & Recommendations [OR] Suggestions
6.1
6.2
References I Bibliography
Appendix/Annexure

BONAFIDE CERTIFICATE
Date: 251
h May, 2022
This is to certify that this Project Report entitled "INFLUENCE OF DIGITAL CHANNELS ON CUSTOMER
LOYALTY OF AXIS BANK LTD " which
is to be submitted to the Office of The Registrar (Examination), The Maharaja Sayajirao University of Baroda,
Baroda has been prepared by Mr. Prashant Arunkumar Junnarkar (Exam Seat No. ) as a partial fulfillment
of the award of the Post Graduate Diploma with specialization in Marketing Management for the Academic
year 2021-22.
He has carried out this work under my personal supervision and guidance.
(Signature of the Guide)
Name of the Guide Academic Designation,
Department of Commerce & Business Marketing Faculty of Commerce
Deep Ashwinbhai Patel Center of Post Graduate Studies, Opp. M. S. University Main
Office, Fatehganj,
Vadodara (Gujarat) - 390002.

CERTIFICATE OF ORIGINALITY
(Font Style - Times New Roman and Font Size - 14)
Date:- - - - -
1 , Name of the Student , the undersigned hereby declare that the project report entitled, " Title of the Project"
submitted in partial fulfillment for the Award of the one year Post Graduate Diploma with specialization in
Marketing Management/Business Management/ Strategic Human Resource Management for the Academic year 2021-22, is
my own work and has been carried under the guidance of Dr. Name of Guide .
The work is an original one and has not being submitted earlier to this university or to any other institution/ organization for
fulfillment of the requirement of a course or for award of any Degree/ Diploma/ Certificate. All the sources of information used in
this Project Report have been duly acknowledged in it.
(Signature )
Name of the Student
Exam Seat No:
P.G. Diploma in MM/BM/SHRM
Department of Commerce & Business Management
Faculty of Commerce, The M S University of Baroda Vadodara (Gujarat)

ACKNOWLEDGEMENT
Itis not possible to prepare a project without the assistance and encouragement of other people. This one is certainly no
exception.
On the very outset of this report, I would like to extend my sincere and heartfelt obligation towards all the personages
who have helped me in this endeavour. Without their active guidance, help, cooperation and encouragement, I would
have not made headway in the project.
I am extremely thankful to Prof Dr. PARAG SHUKIA (Professor) for guiding me throughout in this Course and for
giving me an opportunity to work under their guidance.
I am extremely thankful to Mr. Yogesh Valand for providing continuous support and guidance relate with this
project.
I also acknowledge with a deep sense of reverence, my gratitude towards my parents, family members and friends
who always supported me morally.

Studying in (Please put a '1
) :
Date:- - -
POST-GRADUATE DIPLOMA IN:
Business Management [PGDBM] D
Marketing Management [PGDMM] D
Strategic Human Resource Management [PGDSHRM] D
Name: PRASHANT ARUNKUMAR JUNNARKAR
Address for Communication: Contact Phone Nos.
E-Mail Address :
Title of Project: CUSTOMER SATISFACTION I LOY ALTY TOWARDS DIGITAL CHANNELS OF
AXIS BANK LTD
Name of the Project Guide: DR. PARAG SHUKLA
(Signature of Project Guide) (Signature of Student)
(Shri. K. H. Shah)
Associate Proramme Director & Offg. Head, Department of Commerce and
Business Management

STUDENT - PROJECT GUIDE INTERACTION REPORT
Studying in (Please put a '1
) :
POST-GRADUATE DIPLOMA IN:
Business Management [PGDBM] Marketing
Management [PGDMM]
D
D
Strategic Human Resource Management [PGDSHRM] D
Name of the Student: PRASHANT ARUNKUMAR JUNNARAKR Title of Project: _ CUSTOMER
SATISFACTION I LOY ALTY TOWARDS
DIGITAL CHANNELS OF AXIS BANK LTD
Name of the Project Guide: DR. PARAG SHUKLA
Record of Student Guide Interaction
Date Topic of Study I Guidance
Signature of Guide
Notes:-
1)Please retain one copy with you and hand over one copy to your Project Guide.
2)You are required to approach Project Guide at least once in a week.
3)You are required to submit TWO Spiral Copies
4)Date of Submission of Project Report is 1st June, 2022

1. Definition of Bank
"An Organization, usually a corporation, chartered by a state or federal government, which does most or all of the following:
receive demand deposits and time deposits, honors instruments drawn on them, and pays interest on them; discounts notes, makes
loans, and invests in securities; collects Checks, drafts, and notes; certifies depositor's checks; and issues drafts and cashier's Checks."
"A bank is financial institution licensed to receive deposits and make loans. Banks may also provide financial services such as
wealth management, currency exchange, and safe deposit box. There are several different kinds of bank including retail banks,
commercial or corporate bank, and investment banks. In most country, banks are regulated by the national government or central
bank".
2. Structure of the Indian Banking system
J, AXIS BANK

3. COMPANY PROFILE
AXIS Bank Limited is an Indian multinational banking and financial services company with its registered office in
Ahemdabad, Gujarat and corporate office in Mumbai, Maharashtra. It offers a wide range of banking products and financial
services for corporate and retail customers through a variety of delivery channels and specialised subsidiaries in the areas of investment
banking, life, non-life insurance, venture capital and asset management.
AXIS Bank is one of the Big Four banks of India, The Bank has a large footprint of 4,758 domestic branches (including extension
counters) with 10,990 ATMs & 5,972 cash recyclers spread across the country as of 3lst March 2022. The Bank has 6 Axis Virtual
Centers with over 1,500 Virtual Relationship Managers as of 31st March 2022. The Overseas operations of the Bank are spread over
eight international offices with branches in Singapore, Dubai (at DIFC), and Gift City-IBU; representative offices in Dhaka, Dubai,
Abu Dhabi, Sharjah and an overseas subsidiary in London, UK. The international offices focus on Corporate Lending, Trade
Finance, Syndication, Investment Banking, Liability Businesses, and Private Banking/Wealth Management offerings.
History
AXIS bank was founded on 3 December 1993 as UTI Bank, opening its registered office in Ahmedabad and a corporate office in
Mumbai. [10] The bank was promoted jointly by the Administrator of the Unit Trust of India (UTI),[11] Life Insurance Corporation
of India (LIC), General Insurance Corporation, National Insurance Company, The New India Assurance Company, The Oriental
Insurance Corporation and United India Insurance Company. The first branch was inaugurated on 2 April 1994 in Ahmedabad by
Manmohan Singh, then finance minister of India.
In 2001 UTI Bank agreed to merge with Global Trust Bank, but the Reserve Bank of India (RBI) withheld approval and the merger did
not take place. In 2004, the RBI put Global Trust under moratorium and supervised its merger with Oriental Bank of
Commerce. The following year, UTI Exchange.[13] In
the year 2006, UTI in Singapore. The same year it
opened
bank was listed on the London Stock Bank opened its
first overseas branch an office in Shanghai, China. In 2007, it
opened a branch in the Dubai International Financial Centre and branches in Hong Kong.
On 30 July 2007, UTI Bank changed its name to Axis Bank.
In 2009, Shikha Sharma was appointed as the MD and CEO of Axis Bank.
In 2013, Axis Bank's subsidiary, Axis Bank UK commenced banking operations. On 1 January 2019, Amitabh Chaudhry took over
as MD and CEO.
In year 2021, the Bank had reduced its stake in Yes Bank from 2.39 per cent to 1.96 per cent.

Subsidiaries of AXIS Bank
The Bank has 9 subsidiaries namely,
• Axis Capital Ltd. (ACL),
• Axis Securities Ltd. (ASL),
• Axis Trustee Services Ltd. (ATSL),
• Axis Asset Management Company Ltd. (AAMC),
• Axis Mutual Fund Trustee Ltd. (AMFT),
• Axis Finance Ltd. (AFL),
• A.TREDS Ltd. (ATL),
• Axis Bank UK Ltd. (ABUK)
• Freecharge Payment Technologies Private Ltd. (Freecharge).
Step-down subsidiary -
• Axis Capital USA LLC (subsidiary of Axis Capital Ltd.)
Committee of Directors
Audit Committee of the Board
Risk Management Committee
Stakeholders Relationship Committee
Name of Members Category
S. Vishvanathan Chairman
Amitabh Chaudhry Member
Ketaki Bhagwati Member
Girish Paranjpe Chairman
T. C. Suseel Kumar Member
Prof. S. Mahendra Dev Member
Name of Members Cate2ory
Ketaki Bhagwati Chairperson
Girish Paranjpe Member
Gopalaraman Padmanabhan Member
Name of Members Cate2ory
Vasantha Govindan Member
Rajiv Anand Member

Nomination and Remuneration Committee
Special Committee of the Board of Directors for Monitoring of Large Value Frauds
Customer Service Committee
IT Strategy Committee
Corporate Social Responsibility Committee
ame of Members akesh Makhija ajiv Anand
eena Ganesh
Review Committee
Meena Ganesh Chairperson
Rakesh Makhija Member
Rakesh Makhija Member
T.C. Suseel Kumar Member
Prof. S. Mahendra Dev Member
G. Padmanabhan Chairman
T.C Suseel Kumar Member
Vasantha Govindan Member
Ashish Kotecha Chairman
Meena Ganesh Member
Gopalaraman Padmanabhan Member
S. Vishvanathan Member
Amitabh Chaudhry Chairman
S. Vishvanathan Member

Acquisitions, Divestments and Mergers Committee
Committee of Whole-Time Directors
Environmental, Social and Governance Committee
Business Objectives:
Vision and Values: 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 Teamwork
Ownership
Awards & Recognition - 2022:
•Axis Bank wins Finnoviti Award for Project Maximus.
•Axis Bank wins BT-KPMG Best Bank Award for Best Innovation in Banks in India.
•Axis Bank wins Asia's Best in Infrastructure Modernization at the IDC Financial Insights Innovation Award.
•Axis Bank wins BT-KPMG Best Bank Award for Best Talent and Workforce in Banks in India.
•Axis Bank wins IBS intelligence Global FinTech Innovation Award for Best CRM System Implementation.
•Axis Bank wins IFR Asia's Asian Bank of the Year and India Bond House award.
Rakesh Makhija Chairman
Meena Ganesh Member
Ashish Kotecha Member
Amitabh Chaudhry Chairman
Rajiv Anand Member
Prof. S. Mahendra Dev Chairman
Ashish Kotecha Member

Product Portfolio:
Loan Product Deposit Product Investment & Insurance
• Auto loan
• Loan against security
• Loan against
property
• Personal loan
• 2- wheeler loan
• Commercial vehicles finance
• Home loans
• Retail business banking
• Tractor loan
• Working capital finance
• Construction
• Equipment finance
• Health care finance
• Education loan
• Gold loan
• Savings A/C
• Current A/C
• Fixed Deposits
• Demat A/C
• Safe Deposit Lockers
• Mutual Funds
• Bonds
• Knowledge Centre
• Insurance
• General And Health Insurance
• Equity And Derivative s
• Mudra Gold Bar
Cards Payment Services Access To Bank
• Credit Card
• Debit Card
• Prepaid Card
• Net Safe
• Merchant
• Prepaid Refill
• Bill Pay
• Visa BillPay
• InstaPay
• Direct Pay
• VisaMone y
Transfers
• E-Monies Electronic Funds Transfer
• Online Payment
Of Direct Tax
• Net Banking
• One View
• InstaAlert Mobile Banking
• ATM
• Phone Banking
• Email Statements
• Branch Network
Forex services
• Product And Services
• Trade Services
• Forex Service Branch Locater
• RBI Guidelines

AXIS Bank offers wide variety of Deposit Products to suit your requirements. Coupled with convenience of
networked branches/ ATMs and facility of E channels like Internet and Mobile Banking, AXIS Bank brings
banking at your doorstep. Select any of our deposit products and provide your details online and our
representative will contact you for Account Opening.
SAVING ACCOUNTS:
AXIS Bank offers you a power packed Savings Account with a host of convenient features and banking
channels to transact through. So now you can bank at your convenience, without the stress of waiting in queues.
SENIOR CITIZEN SERVICES:
We understand that as you reach the age to retire, you do have certain concerns . . . whether your hard
earned money is safe and secure . . . whether our investments give you the kind of returns that you
need. That's why we have an ideal Banking Service for those who are 60 years and above. The Senior
Citizen Services from AXIS Bank has several advantages that are tailored to bring more convenience and
enjoyment in your life.
YOUNG STARS:
It's really important to help children learn the value of finances and money management at an early age.
Banking is a serious business, but we make banking a pleasure and at the same time children learn how to
manage their personal finances.
FIXED DEPOSITS:
Safety, Flexibility, Liquidity and Returns!!!! A combination of unbeatable features of the Fixed
Deposit from AXIS Bank.
RECURRING DEPOSITS:
When expenses are high, you may not have adequate funds to make big investments. But simply going ahead
without saving for the future is not an option for you. Through AXIS Bank Recurring Deposit you can invest
small amounts of money every month that ends up with a large saving on maturity. So you enjoy twin
advantages- affordability and higher earnings.
HOME LOAN:
The No. 1 Home Loans Provider in the country, AXIS Bank Home Loans offers some unbeatable
benefits to its customers - Doorstep Service, Simplified Documentation and Guidance throughout the
Process. It's really easy!

PERSONAL LOANS:
If you 're looking for a personal loan that's easy to get, your search ends here. AXIS Bank Personal Loans are easy to
get and absolutely hassle free. With minimum documentation you can now secure a loan from or an amount up to Rs.
15 lakhs
CAR LOAN:
The Axis Bank Car Loan aims to ensures that you drive around the city in your own vehicle! Avail a car loan, or opt for
a pre-approved car loan, and get the best interest rates. Axis Bank's New Car Loan offers car loans from Rs. 1
Lakh upto 100% on-road price along with benefits.
COMMERCIAL VEHICLE LOANS:
Range of services on existing loans & extended products like funding of new vehicles, refinance on used vehicles,
balance transfer on high cost loans, top up on existing loans, Extend product, working capital loans & other banking
products.
TWO WHEELER LOANS:
Avail attractive schemes at competitive interest rates for Two Wheeler Loans, Finance facility up to 100% of the On
Road Cost of the vehicle, repayable in convenient repayment options and comfortable tenors from 12 months to 60
months. Ride home on your Dream Two Wheeler with our hassle free finance.
CREDIT CARDS:
AXIS Bank Credit Cards give you the facility of cash, convenience and a range of benefits, anywhere in the world.
These benefits range from life time free cards, Insurance benefits, global emergency assistance service, discounts,
utility payments, travel discounts and much more.
DEBIT CARDS:
The AXIS Bank Debit Card is a revolutionary form of cash that allows customers to access their bank account
around the clock, around the world. The AXIS Bank Debit Card can be used for shopping at more than 100,000
merchants in India and worldwide.
TRANSIT CARD:
Axis Bank Transit Cards are India's first cards created for convenient travelling and shopping by enabling

PRE PAID CARDS:
Axis Bank offers a range of pre-paid cards by which one can gift, reward and motivate either your loved ones
or your employees in an easy and convenient way. One can choose between Meal Cards, Gift Cards, Rewards
Cards and Smart Pay Card. There are a number of benefits of pre-paid cards which include being able to load any
amount between Rs. 500 and 10,000 in the Meal Card, being able to make purchases instantly with Gift Card!
The Rewards Card offers flexibility to customize ones programs and the Smart Pay Card offers daily POS
transaction limit of Rs. 50,000.
INVESTMENTS:
At AXIS Bank, we care about all your needs. Along with Deposit products and Loan offerings, AXIS Bank
assists you to manage your finances by providing various investment options ranging from AXIS Bank Tax
Saving Bonds to Equity Investments through Initial Public Offers and Investment in Pure Gold. AXIS Bank
facilitates following investment products:
•AXIS Bank Tax Saving Bonds Government of India Bonds
•Investment in Mutual Funds
•Initial Public Offers by Corporate
•Investment in "Sovereing Gold Bonds"
•Foreign Exchange Services
•Public Provident Fund
AXIS BANK Sovereign Gold Bond (SGB) Scheme:
Invest In gold is an easy and safe manner with Sovereign Gold Bonds.
Offered and regulated by the RBI, Sovereign Gold Bonds allow you to make convenient investments in gold with a
multitude of benefits!
The features and benefits of the Sovereign Gold Bonds include: customised and varied investment size, fixed
interest rate in addition to the linked physical gold price, exemption from capital gain tax. Minimum
investment starts from one gram and in multiples of one gram thereof, up to a maximum limit 4kg per fiscal for
individual/HUF and 20kg for trusts and similar entities notified by the government.
FOREX SERVICES:
AXIS Bank's Foreign Exchange Services will help you organize your foreign exchange in the most hassle free
manner. Whether its Foreign Currency, Travelers Cheques or Travel Card, AXIS Bank Foreign Exchange

AXIS Bank Digital Banking Services (Digital Channels of AXIS Bank) INTERNET BANKING:
Internet Banking is a convenient way to do banking from the comfort of your home or office. Avoid the queues or delays and
try our simple and secure Internet Banking facility for a seamless online banking experience.
AXIS MOBILE APP
Axis Mobile is a safe and secure mobile banking application from Axis Bank, with 100+ features and services satisfying more than
just banking needs. It is a convenient way to access account, transfer funds, pay bills, link other bank accounts using UPI and more
such exciting features on the go. It is among the world's best mobile banking applications.
The new industry-first features on AXIS Mobile include:
Money Coach: A software robotics based automated personal finance and investment advisory platform which helps
customers plan their future investments in a seamless manner. The service is offered free of cost and enables goal based
investment advisory. After the introduction of this facility, the Bank has witnessed manifold increase in customers
investing through AXIS Mobile.
'Discover', one view dashboard with spend patterns: Another first of its kind feature, it displays transactions across all savings
account, credit cards and Pockets wallet held with the Bank in one place. It offers a host of services such as a consolidated
statement of transactions done through the year, a graphical representation of spending patterns, suggestions for future
transactions based on past transaction records as well as an option to track deliverables and service requests.
QR Basis Payment: This feature allows users to initiate transactions such as bill payments, fund transfer or scan a QR code by
simply long pressing the AXIS Mobile icon.
In app merchant payments: With this feature, customers can make instant payments for day-to-day transactions such as
ordering food, hotel bookings, travel etc. from within AXIS Mobile, directly from their bank account.
Instant digital credit: It enables customers to bu y small ticket items immediately in a completely digital and paperless manner. Using
the facility, customers to shop online, pay bills and pay to any merchant UPI ID at physical stores instantly.
Securing card transactions: AXIS Bank is the first bank in the country to enable users to pre-set limits on their credit and debit
cards for domestic as well as international transactions.
Message to check balance: Customers can now check their account balance

without logging in to the app. Customers can check balance through watsapp or message to glance through their account balances and credit
card outstanding amount.
Taxi payments: No need to worry about cash anymore, just link your AXIS Bank Unified Payments Interface (UPI) ID and pay Uber/ Ola
fares instantly.
Rail tickets: Use AXIS Mobile app to book rail tickets.
Flight tickets: You can count on AXIS Mobile app for easy flight bookings.
Hotel bookings: Choose and book hotels smartly with AXIS Mobile app.
Bus ticket bookings: Do stress-free bus ticket bookings with AXIS Mobile app.
Local deals: Use AXIS Mobile app and get the best local deals.
Bill Pay reminders: Don't miss out on paying any of your bills. Just set you r bill payment reminders through this service and feel relaxed.
Demat Account: Now manage your Demat portfolio from your phone.
Check status: See the status of all you r deliverables from AXIS Bank in a single view.
Internet Banking: Branch banking made simpler, thanks to the Internet Banking feature. Now fill up all your paper work without using the paper
via you r AXIS Mobile app and enjoy Priority Banking.
Expressions Debit Card: Now personalise your Debit Card as per your choice with numerous options.
Tax payment: Pay tax in advance in a few simple steps.
Buy General Insurance: Bu ying insurance was never so easy. Bu y travel and motor insurance in a few simple steps.
Buy Life Insurance: Experience a quicker and easier way to get insured through AXIS Mobile app now. Exclusive life cover option
for AXIS Mobile app users with no medicals and minimal form filling in easy steps.
Digital Trade Solutions
We make the Bank come to you with our cutting edge solutions on Digital Trade. Axis Bank offers a wide variety of services ranging from
Imports, Exports and Domestic Trade transaction capabilities through our Digital Trade platforms. We also offer paperless solutions for select
importer and exporter clients to take full advantage of the digital capabilities and also technology based solutions for your trade requirements .

Digital platform to transact majority of Import-Export transactions online.
•Online Inward Remittance (OIRM)
Digital offering allowing you to settle Inward remittances online.
•Paperless Imports
End to end digital journey for Import bill payments.
•Paperless Exports
End to end digital journey for Export bill regularisation.
•e-Softex
Platform to manage the entire software export journey digitally
•e-Advice
Opt for alerts and notifications of your trade transactions
TFConnect
Digital platform to transact majority of Import-Export transactions online
Overview
Through our TF connect facility, transact at the convenience of your office or home. Apply for trade transactions online and get real time updates.
TFConnect enables you to initiate, amend and authorize and Trade Finance transactions in a digital environment, allowing you to manage your
transactions in a convenient manner. Optimal for the on-the-go businessperson.
Features and Benefits
1. 24x7 online access across the globe: Trade finance transactions can be routed anytime and anywhere.
2. Templated transactions: Simplified transactional experience and reduced data entry through templates.
3. Bulk upload I approval of transactions: Ease in routing transactions in high volumes
4. Online Copy of advises: Ready reference of debit advises and SWIFT copies online
5. Limit data availability: Information of limits available I utilized I sanctioned across various credit lines
6. Role based dashboards: Overview on pending action items for different user categories
7. Quicker turnaround time and also authorization on the move with Mobile App
Solutions for Importers:
•Import Letter of Credit
Guaranteed payment in a specified currency to the Exporter
•Import Bill Collections
Payment mode for International Trade through financial/commercial documents
•Advance Import Payment
Advance Payment to seller before shipment of goods

Solutions for Exporters:
• Export Bills on Collection
Solution to simplify collection of export proceeds
• Export Pre-Shipment Finance
Solution meeting your pre-shipment finance requirements
• Export Post-Shipment Finance
Purchase/Discounting of Export bills
• Export LC Backed Bill Negotiation
Negotiation of LC backed bills and availment of finance before the due date
• Export LC Advising
Authenticate and forward LC to the beneficiary
• Export LC Confirmation
Add confirmation to LCs issued by foreign Banks and give a definite undertaking of payment of LC
• Gold Card Scheme
Export credit at competitive terms and conditions for Small and Medium sector Exporters
4. Research methodology
The Electronic banking, it is also called as online, cyber and virtual banking, It facilitates the customers using this platform in means
of electronic and internet to perform several transactions in banking like account assessing, executing transactions from
anywhere at any time. With the help of E-banking the bu ying and selling of goods and services through the transfer of real money
using the internet. The customer is the click of a mouse away from any banking transactions. E-banking system provides benefits in the
form of quality services to customers, higher interest to customers, customer satisfaction, introducing E-banking products &
services (e-banking, physical form of currency is shifting to cashless, digital and electronic money). E-banking provides cashless
banking like Automated Teller Machine(ATM), Mobile Banking, Phone Banking, Internet Banking, Electronic Fund
Transfer (EFT), Debit card & Credit card, NEFT, RTGS.
SCOPE OF THE STUDY:
This study is limited to the consumers within Vadodara city. The study will be able to reveal the preferences, needs, satisfaction of the
customers regarding the banking services, It also help banks to know whether the existing products or services they are offering are really
satisfying the customers' needs.

OBJECTIVE OF THE STUDY:
1.To study the effect of demographic variables on vanou s factors leading to satisfaction.
2.To investigate the factors influencing the level
of Satisfaction of E-banking customer.
3.To compare and analyze the Customer Satisfaction level in
E-banking services of public , private sector and foreign banks.
Impact of the Internet on Banking
l m p ; l c t : of Internee o n B a n k i n g
T hr e : ic s
D is in c c o n . c d i: it io n B o.s:incss to
B u s i n e s s (B;>B)
Bosin.ess to Con..st11J1C'r
(BzC
- P a ' " 1 l l C n
- P r o c e s s i n g
- L o n n o r i g i n n t i o n
- P r o d u c t d i s t r i b u t i o n
o equenc
-Causes branch
ne-ork costs to f'nll
Strengthens lending brand names
-Accelc::rnre s product cross-lling
- Pro:m.or more rnpid inregm.lion of'
financial s=-vices
- Accelernres industry consolidntion
- Fi..'<.ed full s banks
- Monoline or
-ice
Specialist lenders
-Financial services aggregation
-E-commerce firms o n e q u e n c
- R o l e o f ' fin.."
. U lt ia l nriddle niru: i · t h r e a t e n e d
- P r i c i n g o f ' fin.."
. Ulcial p r o d u c t s b e c a m e
c n r a n o d i t i s a . t io n P r ic i n g p : r c s s "LU"C'S
o f ' c c o m e r s
- L
- R i s i n g t e c h n o l o g y e x p e n s e s f o r b.
- u i k s
AREA OF STUDY VADODRA REGION
DATA COLLECTION METHOD SURVEY, QUESTIONNAIRE , JOURNALS , ONLINE METHOD
POPULATION RESPONDENTS AVAILING BANKING SERVICES
SAMPLE SIZE A SAMPLE SIZE OF 120 RESPONDENTS '
SAMPLING METHOD STRATIFIED RANDOM SAMPLING
DATA COLLECTION INSTRUMENT • STRUCTURED QUESTIONNAIRE FOR PRIMARY DATA
• INTERNET FOR SECONDARY DATA

Micro Market analysis - Interpretations, Findings and Recommendations INTERPRETATION:
1. GENDER OF THE RESPONDENT:
Gender
121 responses
e Male
e Female
From the above representation of pie chart, it concluded that out of 120 respondents 77 were male 43 were female, which comprises of 63.6%
and 36.4% respectively .
GENDER OF THE RESPONDENT FREQUENCY PERCENTAGE
MALE 77 63.6
FEMALE 43 36.4
TOTAL 120 100

2. AGE OF THE RESPONDENTS:
Age
120 responses
• 18-25
•26-40
•41-55
e Above 50
From the representation of the above pie chart, it concluded that,
89 respondents were from the age group 18-25, 11 were from the age group 26-40,
16 were from the age group 41-55 and rest were above 55 which comprises of 74.2% , 9.2% , 13.3% and 3.3% respectively.
100 respondents being in the age group between 18-40, it was found that they were tech savvy and relied more on digital platforms rather than
traditional mode of banking except deposits and withdrawals.
16 respondents between ages 41-55 were found neutral in preferred use of banking.
4 respondents i.e. almost to senior citizen category mostly preferred traditional banking.
AGE BRACKET OF THE RESPONDENTS FREQUENCY CUMULATIVE FREQUENCY PERCENTAGE
18-25 89 89 74.2
26-40 11 100 9.2
41-55 16 116 13.3
ABOVE 55 4 120 3.3
TOTAL 120
-
100

3. SALARY BRACKET OF THE RESPONDENTS:
Salary (per month)
120 responses
e Not earning yet
• 10-20k
•20-30k
•30-40k
•40-50k
•>50k
From the representation of pie chart shown above, it concluded that out of 120 respondents 76 were not earning yet that means they were
students, 16 of them were under salary bracket of Rs.10000-20000 where majority of them were young had just started earning by doing job
or a business. 15 of them were from salary bracket Rs. 20000-5000, who avail the banking services at maximum. And 13 out of 120
respondents had salary above Rs. 50000 which indicates that they might be availing premium services offered by banks that is credit card,
various types of loans, fixed deposits, etc.
SALARY BRACKET OF RESPONDENTS
(in Rs.)
FREQUENCY CUMULATIV E
FREQUENCY
PERCENTAGE
NOT EARN ING YET 76 76 65.8
10000-20000 16 92 13.3
20000-30000 3 95 2.1
30000-40000 6 101 4
40000-50000 6 107 4
ABOVE 50000 13 120 10.8
TOTAL 120
-
100

4. BANK ACCOUNT OF THE RESPONDENTS:
These are the competitor banks of AXIS Bank in Vadodara.
, _
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o Dc:IELOPME:NT C R E D IT B A N• = : : 1• 1
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oING VYSYA BANK LTD!llJC: ::I NOUSINO BANK
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P
O
R
A
T
I
O
NllAH'4:c= : 1
State Bank of India 46 (39.3%)
Bank of Baroda 31 (26.5%)
Dena Bank 7 (6%)
ICICI Bank 13 (11.1%)
HDFC Bank >--25 (21.4%)
Kotak Mahindra Bank 7 (6%)
Any other Public sector bank 20 (17.1%)
Any other Private sector bank 14 (12%)
0 10 20 30 40 50

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