AN ANALYSIS OF CUSTOMER PERCEPTION TOWARDS ADVANCE PRODUCTS:

(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

1.1. INTRODUCTION:
A Banking Sector performs three primary function in economy, the operation
of the payment system, the mobilization of savings and the allocation of saving to
investment products. “Bank as institutions which collects money from those who it to
spare or who are saving it out of their income and lends out to those who required it”.
The bank offers various loans such as agriculture loan, vehicle loan, educational loan,
housing loan and personal loan. While obtaining loan from banks, customer expects
low interest rate, simple procedure, security and easier repayment. Hence, it became
necessary to study the customer preference of selected loan products of Bank.

The implementation of globalization, government policies and liberalization

has made the banking industry very competitive by providing various products and
services to the customers. The various services offered by the banks can be utilized by

C o m m e rc e
the customers only when they are made aware of these services. The banker and
customer have to know about one another. The banker has to understand the
customers’ needs and in the same way, the customer has to know about the carious
services offered by the banks. Increased level of awareness among the customers leads

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to increased preferences. The purpose of this study was to investigate the awareness

D e p a r t m e n t
and satisfaction level of customers towards various loans rendered by BOI and Axis
Bank. The present study was to compare and analyze the customer awareness and
satisfaction towards banking services in Bank.

In this research we identify how people perceive the loans and advances on the
different variables like interest rate, income level, repayment facility, loan approval,
processing charges etc. The objective of the research is to study the customer
preference towards various schemes and satisfaction level of loans and advances. In
this research descriptive research design was used. The findings of the study is loan
products offered by Bank is satisfactory when compare to others Banks. To compete,
the bank should introduce more products including loans. Over all the customers are
satisfied with the existing service.

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(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

1.2. OBJECTIVE OF THE STUDY:

 To evaluate the level of awareness of towards loan products & Services.
 To measure the financial strength & ability of customers towards banking
services.
 To understand and compare the services provided by Bank of India and Axis
Bank.
 To understand about the customers perception towards Bank of India and Axis
Bank.
 To analyze the service gap between the customer perceived and expected
service offered by the comparative banks.
 To suggest Bank of India and Axis Bank for improving the performance and to
retain their customers.
 To study the different types of loan schemes provided by Bank of India and

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Axis Bank.
 To know the brand and advertisement influence on customers about Bank of
India and Axis Bank.

1.3. SCOPE OF THE STUDY:

o f
For the present study, 2 banks have been considered. The period covered

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under the present study is 5 years, beginning from 2014-15 to 2017-18. The banks
taken in the study are Axis Bank and Bank of India.
The Bank aims to increase its share in the financial services sector by
continuing to build a strong retail franchise. The segment continues to be one of the
key drivers of the Bank’s growth strategy, encompassing a wide range of products
delivered through multiple channels to customers. The Bank offers a complete suite of
products across deposits, loans, investment solutions, payments and cards and is
committed to developing long-term relationships with its customers by providing
high-quality services. The scope of the study is limited to the loan schemes of Bank of
India and Axis Bank only.

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 AN ANALYSIS OF CUSTOMER PERCEPTION TOWARDS ADVANCE PRODUCTS:
(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

1.4. METHODOLOGY OF THE STUDY:

Secondary Data: The study is based on secondary data, which have been collected
from different journals, papers, bulletins, magazines, annual reports and through
websites also. Therefore the data have been interpreted accordingly.

1.5. LIMITATION OF THE STUDY

 The study is based on secondary data.

 The secondary data was taken from the annual reports of the Bank of
India and Axis Bank. It may be possible that the data shown in the
annual reports may be window dressed which does not show the actual
position of the banks.

 The study has been conducted within the boundaries of Bank of India

C o m m e rc e
and Axis Bank.

 The study has not been related to financial analysis or profitability of

Bank of India and Axis Bank.

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D e p a r t m e n t

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(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

2.1. REVIEW OF LITERATURE

 Parasuraman et al (1985) derived ten dimensions that influence service quality
from what they suggested that quality evaluations are not made exclusively on
the outcome of service. Moreover they also involved evaluations of the service
delivery process. The first dimension, when evaluation happens after service
performance, focuses on “what” service is delivered and called outcome
quality. The second dimension, process quality is when the evaluation occurs
while the service is being performed. In 1988 they presented a definition of
service quality which is “the degree of discrepancy between customers‟
normative expectations for the service and their perceptions of the service
performance” (Parasuraman et al, 1988).

 Brandy and Cronin (2001) presented a three-factor model describing service

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quality, ambient conditions, facility design and social factors. They define that
service environment are elements of the service delivery process and it seems
best to include them as components of the functional dimension. These are
some of the dimensions that have been in focus, however there is no general

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agreement on the content or nature of quality. (Parasuraman et al, 1985;

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Grönroos, 2001). Jarmo Lehtinen views service quality in terms of physical
quality, corporate (image) quality and interactive quality. Physical quality
refers to the tangible aspects of the service. Corporate quality refer s to how
current and potential customers, as well as other publics, view (image) the
service provider. Interactive quality concerns the interactive nature of the
service and refers to a two-way flow that occurs between service provider and
the customer, or her/his representative, including both animated and automated
inter actions. (Lehtinen & Lehtinen, 1982).

 The servqual scale is the principal instrument for assessing quality encountered
in the services marketing literature (Parasuraman, Zeithaml and Berry, 1988;
1991). This instrument has been widely utilized by both managers

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(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

(Parasuraman, Zeithaml and Berry, 1991) and academics (Babakus and Boller,
1992; Carman, 1990) to assess customer perceptions of service quality for a
variety of services (e.g. banks, credit card companies, and repair and
maintenance companies). The results of the initial published applicationof the
servqual instrument indicated five dimensions of service quality which
emerged across a variety of services. These dimensions include tangibles,
reliability, responsiveness, assurance and empathy (Zeithaml, Parasuraman and
Berry, 1990:176; Brensinger and Lambert, 1990; Crompton and MacKay,
1989). Tangibles are the physical evidence of service, reliability involves
consistency of performance and dependability, responsiveness concerns the
willingness or readiness of employees to provide services, assurance
corresponds to the knowledge and courtesy of employees and their ability to
inspire trust and confidence, and finally, empathy pertains to the caring,

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individualized attention that a firm provides it customers (Lassar, Manolis and
Winsor, 2000:245-246).

 In its original form, servqual contains 22 pairs of Likert scale statements

structured around five service quality dimensions in order to measure service

o f
quality (Cronin and Taylor, 1992). Each statement appears twice. One

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measures customer expectations of a particular service industry. The other
measures the perceived level of service provided by an individual organization
in that industry. The 22 pairs of statements are designed to fit into the five
dimensions of service quality. A seven-point scale ranging from “strongly
agree” (7) to “strongly disagree” (1) accompanies each statement. The
“strongly agree” end of the scale is designed to correlate with high expectations
and high perceptions. Service quality occurs when expectations are met (or
exceeded) and a service gap materializes if expectations are not met. The gap
score for each statement is calculated as the perception score minus the
expectation score. A positive gap score shows that expectations have been met
or exceeded and a negative score demonstrates that expectations are not being
met. Gap scores can be analyzed for each individual statement and can be

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 AN ANALYSIS OF CUSTOMER PERCEPTION TOWARDS ADVANCE PRODUCTS:
(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

aggregated to give an overall gap score for each dimension (Parasuraman,

Zeithaml and Berry, 1988). In the banking industry, gap analysis has been
accepted as a critical tool to measure current levels of service quality (Lewis,
1991). There have been a number of empirical studies dealing with service
quality in the banking sector in the application of servqual (e.g. Kangis and
Voukelatos 1997; Angur, Nataraajan and Jahera, 1999; Jun et al., 1999;
Jabnoun and Al-Tamimi, 2002; Al-Tamimi and Al-Amiri, 2003; Araslı,
Katırcıoğlu and Mehtap-Smadi, 2005b; Lee and Hwan, 2005).

 Vandell, Kerry D (2008) analysis the sharp rise and then suddenly drop
down home prices from the period 1998- 2008. changes in prices are for the
reasons as such economic fundamentals , the problem was not subprime
lending per se, but the Fed‘s dramatic reductions, then increases in interest
rates during the early- mid-2000 , the housing ―boom was concentrated in

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those markets with significant supply-side restrictions, which tend to be more
price-volatile; he problem was not in the excess supply of credit in aggregate,
or the increase in subprime per se, but rather in the increased or reduced
presence of certain other mortgage products.

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 (Berstain 2008), People are going more towards home loans than private

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mortgage insurance.

 (Haavio, Kauppi 2000), Government taking various steps to encourage people

to go toward home loans.

 Growth of home loans are due to increase of living standard of people,

shiftingfrom joint family to nuclear family .(Lacourr, Micheal 2007)

 (Lacour Micheal 2006) There are some problems also attach with these home
loans such as time i.e fillingof application of loan to closing ,people have
their own specified needs from these homeloans which are not fulfilling.

 T.Subba Reddy and C. Rama MuniReddy 3 [1979], in their article ‘Recovery

of loans’ found that recovery problem in Cooperative Credit institutions can be

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 AN ANALYSIS OF CUSTOMER PERCEPTION TOWARDS ADVANCE PRODUCTS:
(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

solved to a considerable extent evolving what may be described as ‘built-in-

checks’-production based and produce realized. The problem of non -recovery
of farm loans not only affects the interests of the defaulters but also the
borrowers who are prompt in repayments, creditors and the cooperative
movement itself.

 Churiwal and Shreni 2012 have given the overview of growing gold demands.
They highlighted various aspects of Gold Loan from traditional pawn broker to
shifting of Gold Loan to NBFC. They also explained the emerging importance
of the Gold Loan to the borrowers as well as lender due to its movement from
traditional lenders to Organised lenders. They also explain the important
factors like the rise in borrowing costs due to removal of agricultural sector
status on Loans. NBFCs are growing through Gold Loan compare to organize
banks. It has become the effective means of meeting the demand for Micro-

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finance in India.

 Dnyanesh N 2012 discussed that the Organised Gold Loan market has grown
tremendously over a period of time, owing to the changing consumer
Perception about Gold Loan and rising Loan requirements. The Perception of

o f
consumers towards Gold Loan has changed drastically. The author has

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discussed the Changing consumer Perception and rising Loan requirement of
consumers. He has pointed out the growing demand of rising Loan
requirement.

 Berstain David (2009) examined in his study taken from 2001 to 2008 that in
this period there is increase use of home loans as compared to private
mortgage insurance (PMI).he have divided his study into four
sections. Section 1 describes why people are going more for home loans
than PMI. the main reason for this that now home loans market provide
Piggybank loans for those people who don’t have 20% of down payment.
Section2 tells the factors responsible for the growth of home loans and the risks
on shifting toward home equity market without any PMI coverage. PMI can

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AN ANALYSIS OF CUSTOMER PERCEPTION TOWARDS ADVANCE PRODUCTS:
(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

protect lenders from most losses up to 80% of LTV and the absence of PMI will
result in considerable losses in an environment. Section 3 tells the measures in
changes of type of loans. For this he have taken the data from the 2001 and 2007
AHS a joint project by HUD and Census The results of this analysis presented in
Table One reveal a sharp increase in the Prevalence of owner-occupied
properties with multiple mortgages among properties with Newly originated first
mortgages. Section 4 describe the Financial status of single-lien and multiple-
lienhouseholds and for this he have taken the survey of consumer finance and
show that financial position is more weaker in multiple loans than the single
loans.

C o m m e rc e
o f
D e p a r t m e n t

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 AN ANALYSIS OF CUSTOMER PERCEPTION TOWARDS ADVANCE PRODUCTS:
(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

3.1. PROFILE OF BANK OF INDIA:

Bank of India was founded on 7th September, 1906 by a group of eminent
businessmen from Mumbai. The Bank was under private ownership and control till
July 1969 when it was nationalized along with 13 other banks.

Beginning with one office in Mumbai, with a paid-up capital of Rs.50lakh and
50 employees, the Bank has made a rapid growth over the years and blossomed into a
mighty institution with a strong national presence and sizable international operations.
In business volume, the Bank occupies a premier position among the nationalized
banks.

The Bank has 3752 branches in India spread over all states/ union territories

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including specialized branches. These branches are controlled through 50 Zonal
Offices. There are 29 branches/ offices (including five representative offices) and 3
Subsidiaries and 1 joint venture abroad.

MISSION:

o f
The mission of the Bank is “To provide superior, proactive banking services to

D e p a r t m e n t
rich markets globally, while providing cost-effective, responsive services to others as
a development bank, and in so doing, meet the requirements of the stake holders”.

VISION:

The vision of the bank is “To become the bank of choice for corporate, medium
businesses and up market retail customers and to provide cost effective developmental
banking for small business, mass market and rural markets"

OUT LOOK:

The Bank is well positioned to take advantage of the opportunities thrown up by

the globalised environment and continue to turn out improved performance in the
coming years enhancing its competitive position .The bank has drawn challenging

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 AN ANALYSIS OF CUSTOMER PERCEPTION TOWARDS ADVANCE PRODUCTS:
(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

business plan, laying down strategy for growth in volumes, qualitative improvement
in health of portfolio and attractive growth in profits. The bank is sanguine about a
promising outlook for its business.

BRANCH NETWORK AND EXPANSION:

The Bank has extensive presence through a wide and well –dispersed network
of branches and extension counters in India (2761 Branches) and abroad (24
including three representative office) in all zones.

During 2017-18, 28 new branches were opened in India comprising of 3

metropolitan, 12 urban, 10 semi-urban and 3 rural the bank’s initiatives In
technology, marketing, human resource alongside its traditional strengths and loyal
customer relationship in India and overseas, would stand it in good stead in 25
extension counters to service relationship and as a source of low cost deposits and

C o m m e rc e
expand the clientele for the different personal/consumer loan schemes. The total
number of extension counter as on 31.03.2018 was 244.

The Bank has at present 159 specialized branches providing various financial
service to rich customers in the domestic market. These include 12 corporate

o f
banking, 13 overseas, 43 commercial and personal banking, 11 housing and personal

D e p a r t m e n t
banking, 41 SSI, 8 HI-Tech Agricultural finance, 18 Recovery, 7 NRI, 4 capital
market and one each lease finance and treasury branches.

NEW PRODUCTS & SERVICES:

 Welcome Kits introduced for NRI Customers opening NRE/ NRO accounts
at foreign centers.

 Calculation of interest on Savings Bank account, from 1st April 2014, has
been changed from monthly product basis to daily product basis.

 Launched Marathi version of the Banks website.

 As per Finance Ministry guidelines and recommendations, the Banks

corporate web-site (English) has been enabled for persons with Disabilities.

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 AN ANALYSIS OF CUSTOMER PERCEPTION TOWARDS ADVANCE PRODUCTS:
(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

 The Bank has introduced a new format of Savings Bank Passbook (Horizontal
Format) which will print all details of the transaction on the same page as
against the existing format (Vertical Format) where the details are printed on
two pages.

 As per Banking Codes and Standards Board of India (BCSBI) requirements,

the Bank is printing helpline number on the passbook & statement of
accounts.

 The Bank introduced issuance of instant-pin for Debit-cum- ATM Card. This
will address the customer grievance for non-receipt of Re-pin and also save
the effort and expense in generating and mailing Re-pins.

 Quarterly consolidated Statement of a/c is sent to the Diamond customers in

PDF format via email.

C o m m e rc e
 As a fraud prevention measure, SMS alerts - Star Sandesh are generated and
provided to all customers who have registered their mobile number with the
Bank for all Debit transactions from delivery channels (Internet

o f
banking/ATM/POS); all Debit clearing transactions of Rs. 25,000/- and
above; all Customer induced debit transfer & cash payments of Rs. 10,000/-

D e p a r t m e n t
and above; all Debit ECS transactions of Rs. 10,000/- and above; all Debit
RTGS transactions and acknowledgment on accepting the cheque book issue
request.

 Enabling internet banking customers to make online Fixed Deposit.

 Hot Listing/Reset/Unblock/Change of Debit Cum ATM card PIN using

Internet Banking password.

 Viewing of Annual Tax Statement (Form 26AS).

 Star eTrade - Online share trading - Integration with Gupta Equities.

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 AN ANALYSIS OF CUSTOMER PERCEPTION TOWARDS ADVANCE PRODUCTS:
(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

 Extended the facility of online e-Payment to the customers holding Banks

Debit-cum-ATM card. This will enable the customers to use their Debit-cum-
ATM cards for e-payments in addition to credit card & Internet banking
account.

 Mobile Banking facility is introduced as the latest alternate delivery channel

which allows customers to do banking activities virtually from the
convenience of the Mobile phone at any time and from anywhere. This
facility is extended to all Retail internet banking customers and includes
features like Balance enquiry, last five transactions, Cheque status, Funds
Transfer & Mobile Payments.

 Online Interbank Fund Transfer across banks, through Star Connect Internet
Banking Services, using RTGS/ NEFT

C o m m e rc e
 BOI Star e-Pay for Auto-pay or on-line payment of various utility services/
bills.

 e-Payment for Direct & Indirect, Central Excise & Service Tax.

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 Star e-Share Trade to trade in shares.

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 e-Freight Payment.

 Online Payment of Directorate General of Foreign Trade (DGFT) license

fees.

 Online Booking of Railway & Airlines Ticket.

 Online Application for Education loan.

 Facility to make online bid-cum-application for Application Supported by

Blocked Amount (ASBA) IPO issues by Retail Internet Banking Customers
having account with any DPO

FUNCTIONS OF BANKS:

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(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

The functions of banks are briefly highlighted in following Diagram or Chart.

C o m m e rc e
These functions of banks are explained in following paragraphs:

A. Primary Functions of Banks ↓

o f
The primary functions of a bank are also known as banking functions. They

D e p a r t m e n t
are the main functions of a bank.

These primary functions of banks are explained below.

1. Accepting Deposits

The bank collects deposits from the public. These deposits can be of different
types, such as :-

a. Saving Deposits

b. Fixed Deposits

c. Current Deposits

d. Recurring Deposits

a. Saving Deposits

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(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

This type of deposits encourages saving habit among the public. The rate of
interest is low. At present it is about 4% p.a. Withdrawals of deposits are allowed
subject to certain restrictions. This account is suitable to salary and wage earners.
This account can be opened in single name or in joint names.

b. Fixed Deposits

Lump sum amount is deposited at one time for a specific period. Higher rate
of interest is paid, which varies with the period of deposit. Withdrawals are not
allowed before the expiry of the period. Those who have surplus funds go for fixed
deposit.

c. Current Deposits

This type of account is operated by businessmen. Withdrawals are freely

allowed. No interest is paid. In fact, there are service charges. The account holders

C o m m e rc e
can get the benefit of overdraft facility.

d. Recurring Deposits

This type of account is operated by salaried persons and petty traders. A

o f
certain sum of money is periodically deposited into the bank. Withdrawals are

D e p a r t m e n t
permitted only after the expiry of certain period. A higher rate of interest is paid.

2. Granting of Loans and Advances

The bank advances loans to the business community and other members of the
public. The rate charged is higher than what it pays on deposits. The difference in
the interest rates (lending rate and the deposit rate) is its profit.

The types of bank loans and advances are :-

a. Overdraft c. Loans

b. Cash Credits d. Discounting of Bill of Exchange

3.2. PROFILE OF AXIS BANK:

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(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

Axis Bank Limited provides a suite of corporate and retail banking products.
The Bank operates through four segments: Treasury, Retail Banking,
Corporate/Wholesale Banking and Other Banking Business. Its Treasury operations
include investments in sovereign and corporate debt, equity and mutual funds,
trading operations, derivative trading and foreign exchange operations on the
proprietary account and for customers. Its Retail Banking constitutes lending to
individuals/small businesses and activities include liability products, card services,
Internet banking, mobile banking and financial advisory services among others. Its
Corporate/Wholesale Banking includes corporate relationships not included under
Retail Banking, corporate advisory services, placements and syndication, project
appraisals, capital market related services and cash management services. Its Other
Banking Business includes para banking activities, such as third-party product
distribution and other banking transactions.

C o m m e rc e
Axis Bank is the third largest private sector bank in India. The Bank offers
the entire spectrum of financial services to customer segments covering Large and
Mid-Corporates, MSME, Agriculture and Retail Businesses. The Bank has a large
footprint of 2589 domestic branches (including extension counters) and 12,355

o f
ATMs spread across the country as on 31st March 2018.

D e p a r t m e n t
VISION :
 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

HISTORY:

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(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

UTI Bank opened its registered office in Ahmedabad and corporate office in
Mumbai in December 1993. The first branch was inaugurated on 2 April 1994 in
Ahmedabad by Dr. Manmohan Singh, then Finance Minister of India. UTI Bank
began its operations in 1994, after the Government of India allowed new private
banks to be established. The Bank was promoted in 1993 jointly by the
Administrator of the Unit Trust of India (UTI-I), 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.

 In 2001 UTI Bank agreed to merge with and amalgamate Global Trust Bank,
but the Reserve Bank of India (RBI) withheld approval and nothing came of
this. In 2004 the RBI put Global Trust into moratorium and supervised its
merger into Oriental Bank of Commerce.

C o m m e rc e
 UTI Bank opened its first overseas branch in 2006 Singapore. That same year
it opened a representative office in Shanghai, China.

 UTI Bank opened a branch in the Dubai International Financial Centre in

o f
2007. That same year it began branch operations in Hong Kong. The next

D e p a r t m e n t
year it opened a representative office in Dubai.

 Axis Bank opened a branch in Colombo in October 2011, as a Licensed

Commercial Bank supervised by the Central Bank of Sri Lanka. Also in 2011,
Axis Bank opened a representative offices in Abu Dhabi.

 In 2013, Axis Bank's subsidiary, Axis Bank UK commenced banking

operations. Axis Bank UK has a branch in London.

 In 2014, Axis Bank upgraded its representative office in Shanghai to a

branch.

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OPERATIONS:

INDIAN BUSINESS: As on 07-Mar-2016, the Bank had a network of 2500

branches and extension counters and 12922 ATMs. Axis Bank has the largest ATM
network among private banks in India and it operates an ATM at one of the world’s
highest sites at Thegu, Sikkim at a height of 4,023 meters (13,200 ft) above sea
level.

INTERNATIONAL BUSINESS: The Bank has eight international offices with

branches at Singapore, Hong Kong, Dubai (at the DIFC), Shanghai, Colombo and
representative offices at Dubai and Abu Dhabi, which focus on corporate lending,
trade finance, syndication, investment banking and liability businesses. In addition
to the above, the Bank has a presence in UK with its wholly owned subsidiary Axis

C o m m e rc e
Bank UK Limited. The total assets of the overseas branches were US$7.86bn ().

SERVICE PROVIDES:

Axis Bank operates in four segments: Treasury operations, Retail banking,

o f
Corporate/Wholesale banking and other banking business.

D e p a r t m e n t
Treasury operations: The Bank’s treasury operation services include investments in
sovereign and corporate debt, equity and mutual funds, trading operations, derivative
trading and foreign exchange operations on the account, and for customers and
central funding.

Retail banking: In the retail banking category, the bank offers services such as
lending to individuals/small businesses subject to the orientation, product and
granularity criterion, along with liability products, card services, Internet banking,
automated teller machines (ATM) services, depository, financial advisory services,
and Non-resident Indian (NRI) services. Axis bank is a participant in RBI's NEFT
enabled participating banks list.

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Corporate/wholesale banking: The Bank offers to corporate and other

organisations services including corporate relationship not included under retail
banking, corporate advisory services, placements and syndication, management of
public issues, project appraisals, capital market related services and cash
management services.

NRI services: Products and services for NRIs that facilitate investments in India.

Business banking: The Bank accepts income and other direct taxes through its 214
authorised branches at 137 locations and central excise and service taxes (including
e-Payments) through 56 authorised branches at 14 locations.

Investment banking: Bank’s Investment Banking business comprises activities

related to Equity Capital Markets, Mergers and Acquisitions and Private Equity

C o m m e rc e
Advisory. The bank is a SEBI-registered Category I Merchant Banker and has been
active in advising Indian companies in raising equity through IPOs, QIPs, and Rights
issues etc. During the financial year ended 31 March 2012, Axis Bank undertook 9
transactions including 5 IPOs and 2 Open Offers.

o f
Lending to small and medium enterprises: Axis Bank SME business is segmented

D e p a r t m e n t
in three groups: Small Enterprises, Medium Enterprises and Supply Chain Finance.
Under the Small Business Group a subgroup for financing micro enterprises is also
set up. Axis bank is the first Indian Bank having TCDC cards in 11 currencies.

Agriculture banking: 759 branches of the Bank provide banking services, including
agricultural loans, to farmers. As on 31 March 2013, the Bank’s outstanding loans in
the agricultural sector was INR 148 billion, constituting 7.5% of its total advances.

Advisory Services have been developed to advise public and private sector clients
on capital structuring and funding options with a view to help the clients to help
them reduce the cost of funds. The Group has also been active in advising the central
and various state governments or their agencies in privatisation and bid process
management. The Group has successfully worked on some of the benchmark

2
 AN ANALYSIS OF CUSTOMER PERCEPTION TOWARDS ADVANCE PRODUCTS:
(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

transactions in infrastructure development & manufacturing sector covering an entire

range of projects across roads, railways, airports, urban infrastructure maritime,
power, oil and gas, petrochemicals, cement, sugar, textiles, steel & allied sectors,
auto ancillaries, paper, Information Technology (IT), etc.

Ping Pay was unveiled between 21–25 May 2015, which is a multi-social payment
solution that let customers to transfer funds using their smart phones to both Axis
Bank accounts and other banks' account holders.

C o m m e rc e
o f
D e p a r t m e n t

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 AN ANALYSIS OF CUSTOMER PERCEPTION TOWARDS ADVANCE PRODUCTS:
(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

4.1. DATA ANALYSIS & INTERPRETATION:

A well-structured questionnaire was circulated among the respondent and
the responses are:
*Age of respondent:-
BANK OF INDIA

Age No. of respondent Percentage

21-35 15 50%
35-50 09 30%
50 & above 06 20%
Total 30 100%

C o m m e rc e
AXIS BANK

Age No. of respondent Percentage

21-35 19 63.3%
35-50 06 20%

o f
50 & above 05 16.7%

D e p a r t m e n t
Total 30 100%

INTERPRETATION:
 In this age respondent survey it was observed that the majority of respondent
are of 21-35 age group in both bank while 35-50 and 50&above are 30% and
20% in Bank Of India and 20% and 16.7% in Axis Bank.

*Gender of respondent:-
BANK OF INDIA

Gender No. of Respondent Percentage

Male 22 73.3%
Female 08 26.7%

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 AN ANALYSIS OF CUSTOMER PERCEPTION TOWARDS ADVANCE PRODUCTS:
(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

Total 30 100%

AXIS BANK

Gender No. of Respondent Percentage

Male 19 63.3%
Female 11 36.7%
Total 30 100%

INTERPRETATION:
 In this case the majority of the respondents are males with 73.3% & 63.3% in
Bank of India
& Axis bank respectively. The female have very low statistics with 26.7% in
both banks .

C o m m e rc e
*Occupation of respondent:-
BANK OF INDIA

Occupation No of respondent Percentage

o f
Service 16 53.3%

D e p a r t m e n t
Business 06 20%
Farming 05 16.7%
Others 03 10%
Total 30 100%

AXIS BANK

Occupation No of respondent Percentage

Service 12 40%
Business 09 30%
Farming 02 6.7%
Others 07 23.3%
Total 30 100%

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 AN ANALYSIS OF CUSTOMER PERCEPTION TOWARDS ADVANCE PRODUCTS:
(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

INTERPRETATION:
 The majority respondent are in service with 53.3% & 40% in Bank of India
& Axis bank respectively . The business, farming category have 20% & 16.7%
respondents in Bank Of India and 30% & 6.7% in Axis Bank.
 Others occupation category have only 10% in Bank Of India and 23.3% in
Axis Bank
*Qualification of respondent:-
BANK OF INDIA

Qualification No. of Respondent Percentage

Up to HSC 05 16.7%
Up to Graduation 12 40%
Up to Post Graduation & 11 36.6%
Others

C o m m e rc e
Illiterate 02 6.7%
Total 30 100%

AXIS BANK

o f
Qualification No. of Respondent Percentage
Up to HSC 03 10%

D e p a r t m e n t
Up to Graduation 15 50%
Up to Post Graduation & Others 09 30%
Illiterates 03 10%
Total 30 100%

INTERPRETATION:
 Most of the respondent are ‘graduates ’ with 40% & 50 % in Bank of India
& Axis bank respectively. The post graduates with 36.6% & 30% are
second highest respondent in Bank of India & Axis bank respectively. The
respondent qualified ‘up to HSC’ and the illiterates are only 10% in axis
bank and 16.7%& 6.7% in Bank Of India.

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 AN ANALYSIS OF CUSTOMER PERCEPTION TOWARDS ADVANCE PRODUCTS:
(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

*Marital Status of respondent:-

BANK OF INDIA

Marital Status No of Respondent Percentage

Married 19 63.3%
Unmarried 11 36.7%
Total 30 100%

AXIS BANK

Marital Status No of Respondent Percentage

Married 21 70%
Unmarried 09 30%
Total 30 100%

C o m m e rc e
INTERPRETATION:
 The majority with 63.3% in Bank Of India and 70% in Axis Bank are married
respondent.
 The unmarried respondent with 36.7% and 30% are in Bank Of India and

o f
Axis Bank respectively.

D e p a r t m e n t
*Monthly Income of respondent:-
BANK OF INDIA

Monthly Income No. of Respondent Percentage

Below 20000 10 33.3%
20000 - 50000 14 46.7%
50000 & above 06 20%
Total 30 100%

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 AN ANALYSIS OF CUSTOMER PERCEPTION TOWARDS ADVANCE PRODUCTS:
(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

AXIS BANK

Monthly Income No. of Respondent Percentage

Below 20000 07 23.3%
20000 - 50000 19 63.3%
50000 & above 04 13.4%
Total 30 100%

INTERPRETATION:
 The monthly income of the 46.7% of respondent is 20000-50000 in Bank Of
India while 63.3% is in Axis bank .This group is found to be majority in both
the banks.
 The monthly income below 20000 is 33.3% and 23.3% in Bank of India and

C o m m e rc e
Axis bank respectively. This group is found to be second major groups in both
the banks.

 The monthly income above 50000 is 20% and 13.4% in Bank Of India and
Axis Bank respectively. This group is found to be less in both the banks

o f
D e p a r t m e n t
*Types of Loan applied by respondent:-
BANK OF INDIA

Types of Loan No of Respondent Percentage

Housing 04 13.3%
Business 06 20%
Farming 11 36.7%
Other 09 30%
Total 30 100%

AXIS BANK

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 AN ANALYSIS OF CUSTOMER PERCEPTION TOWARDS ADVANCE PRODUCTS:
(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

Types of Loan No of Respondent Percentage

Housing 08 26.7%
Business 09 30%
Farming 02 6.7%
Other 11 36.6%
Total 30 100%

INTERPRETATION:
 Housing loan i.e. 13.3% waived in Bank Of India where as 26.7% in Axis
bank. Axis bank has most waived housing loan than Bank Of India.
 Business loan i.e.20% waived in Bank Of India where as 30% in Axis bank.
Axis bank has most waived business loan than Bank Of India.
 Farming loan i.e. 36.7% is most waived loans in Bank Of India while it is

C o m m e rc e
Only 6.7% in Axis bank.
 Other types of loan i.e. 36.6% is the most waived loans in Axis Bank while
it Is 30% in Bank Of India.

o f
*Amount of loan taken by respondent:-
BANK OF INDIA

D e p a r t m e n t
Amount of Loan No of Respondent Percentage
Less than 15Lacs 16 53.3%
15Lacs to less than 20Lacs 07 23.3%
20Lacs to less than 25Lacs 04 13.4%
More than 25Lacs 03 10%
Total 30 100%

AXIS BANK

Amount of Loan No of Respondent Percentage

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 AN ANALYSIS OF CUSTOMER PERCEPTION TOWARDS ADVANCE PRODUCTS:
(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

Less than 15Lacs 18 60%

15Lacs to less than 20Lacs 08 26.7%
20Lacs to less than 25Lacs 03 10%
More than 25Lacs 01 3.3%
Total 30 100%

INTERPRETATION:
 53.3% of respondent in Bank Of India and 60% of respondent in Axis bank
waived loan amount of less than 15lacs .In this case Axis bank has the most
waived loans.
 The amount of loan of 15lacs to less than 20lacs are waived 26.7% in Axis
bank against 23.3% in Bank Of India. In this case Axis bank has the most
waived loans.

C o m m e rc e
 13.4% of respondent in Bank Of India and 10% of respondent in Axis bank
waived loan amount of 20lacs to less than 25lacs.In this case Bank Of India
has the most waived loans.
 The amount of loan of more than 25lacs are waived 10% in Bank Of India

o f
against 3.3% in Axis Bank. In this case Bank Of India has the most waived
loans.

D e p a r t m e n t
*Duration taken by the bank to sanction a loan:-
BANK OF INDIA

Duration No of Respondent Percentage

0 - 1 Months 13 43.3%
0 - 2 Months 10 33.3%
0 - 3 Months 05 16.7%
More than 3Months 02 6.7%
Total 30 100%

AXIS BANK

Duration No of Respondent Percentage

0 - 1 Months 06 20%

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 AN ANALYSIS OF CUSTOMER PERCEPTION TOWARDS ADVANCE PRODUCTS:
(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

0 - 2 Months 13 43.3%
0 - 3 Months 08 26.7%
More than 3Months 03 10%
Total 30 100%

INTERPRETATION:
 43.3% of loan sanctioned in the duration of 0-1months in Bank Of India while
20% of loan sanctioned in the same duration in Axis Bank . The Bank
of India sanctioned most of the loans in this duration.
 33.3% of loan sanctioned in the duration of 0-2month in Bank Of India while
43.3% of loan sanctioned in the same duration in Axis bank. Axis bank
sanctioned most of the loans in this duration.
 16.7% of loan sanctioned in the duration of 0-3month in Bank Of India while

C o m m e rc e
26.7% of loan sanctioned in the same duration in Axis bank. Axis bank
sanctioned
most of the loans in this duration
 6.7% of loan sanctioned in the duration of more than 3months in Bank Of India

o f
While 10% of loan sanctioned in the same duration in Axis bank. Axis Bank
Sanctioned most of the loans in this duration

D e p a r t m e n t
*Duration taken by the bank in sanction the loan is:-
BANK OF INDIA
Duration Taken No of Respondent Percentage
Very little 14 46.7%
Justified 11 36.7%
Very long 05 16.6%
Total 30 100%

AXIS BANK

Duration Taken No of Respondent Percentage

Very little 06 20%

2
 AN ANALYSIS OF CUSTOMER PERCEPTION TOWARDS ADVANCE PRODUCTS:
(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

Justified 13 43.3%
Very long 11 36.7%
Total 30 100%

INTERPRETATION:
 46.7% and 20% of respondent’s views on the duration taken by Bank of India
and Axis Bank respectively to sanction the loan is vey little.
 36.7% respondents in Bank of India and 43.3% respondent in Axis Bank
are justified with the duration taken by these banks.
 16.6% respondent’s view on the duration taken by Bank Of India is vey long
whereas in Axis bank 36.7% of respondent’s view for the same.

*The processing charges of the banks are high:-

C o m m e rc e
BANK OF INDIA

Processing Charges No of Respondent Percentage

Yes 06 20%
No 24 80%

o f
Total 30 100%

D e p a r t m e n t
AXIS BANK

Processing Charges No of Respondent Percentage

Yes 27 90%
No 03 10%
Total 30 100%

INTERPRETATION:
 20% of respondent in Bank Of India and 90% of respondent in Axis bank say
that the processing charges is high. From the above information it clarifies
that the Axis bank charged the processing charges more than Bank Of India.

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 AN ANALYSIS OF CUSTOMER PERCEPTION TOWARDS ADVANCE PRODUCTS:
(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

 80% of respondent in Bank Of India while only 10% of respondent in Axis

bank say that the processing charges is not high .From the above information
it clarifies that the Bank Of India don’t charge high processing charge than
Axis bank.

*The paper formalities of the loan:-

BANK OF INDIA

Paper Formalities No of Respondent Percentage

Justified 23 76.7%
Too Much 07 23.3%
Total 30 100%

AXIS BANK
Paper Formalities No of Respondent Percentage

C o m m e rc e
Justified 13 43.3%
Too Much 17 56.7%
Total 30 100%

INTERPRETATION:

o f
 76.7% of respondent in Bank Of India while 43.35% of respondent in Axis

D e p a r t m e n t
bank say that the paper formalities is justified.
 23.3% of respondent in Bank Of India while 56.7% in Axis bank say that
the paper formalities is too much. This clarifies that Axis bank has too
much paper formalities than Bank of India.

*Satisfied by transparency in operation:-

AXIS BANK
Satisfied By Transparency In No Of Respondent Percentage
Operation
Satisfied 11 36.7%

2
 AN ANALYSIS OF CUSTOMER PERCEPTION TOWARDS ADVANCE PRODUCTS:
(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

Not Satisfied 19 63.3%

Total 30 100%

BANK OF INDIA

Satisfied By Transparency In No Of Respondent Percentage

Operation
Satisfied 26 86.7%

Not Satisfied 04 13.3%

Total 30 100%

INTERPRETATION:

 86.7% of the respondent in Bank Of India and 36.7% of respondent in Axis

C o m m e rc e
bank are satisfied by transparency in operation. This clarifies that most
respondent in Bank Of India are satisfied by transparency in operation
than in Axis bank.
 13.3% of the respondent in Bank Of India and 63.3% of respondent in Axis
bank are not satisfied by transparency in operation. This clarifies that most

o f
respondent in Axis bank are not satisfied by transparency in operation than

D e p a r t m e n t
in Bank Of India

TABLE: 1
LOAN PERFORMANCE OF AXIS BANK & BANK OF INDIA 2013-14 TO 2017-18 (IN CRORE)

Banks 2014 Percenta 2018 Percentage

2
 AN ANALYSIS OF CUSTOMER PERCEPTION TOWARDS ADVANCE PRODUCTS:
(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

ge

Axis Bank 36,876.46 9.25 142,407.83 17.12

Bank of India 195,865.60 49.17 216,365.90 26.01

(Source: annual report of banks)

C o m m e rc e
INTERPRETATION:

o f
D e p a r t m e n t
 Table 1 shows the loan performance of Banks during 2014 to 2018. The
overall achievement was an increased by 286.17% in case of Axis Bank,
10.46% of Bank of India, In banks the amount of loans had increased
but the overall performance was not good. People will not prefer loans
from these banks because of high interest rates.

TABLE: 2
FINANCIAL PERFORMANCE TERM LOANS OF AXIS BANK &
BANK OF INDIA DURING 2013-14 TO 2017-18
(IN CRORE)

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 AN ANALYSIS OF CUSTOMER PERCEPTION TOWARDS ADVANCE PRODUCTS:
(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

Banks 2014 2015 2016 2017 2018

Axis Bank 25716.16 41009.12 57724.43 74877.32 103946.1

9

Bank of India 151255.0 175579.4 169634.7 137573.95 169022.5

4 4 5 2

(Source: annual report of banks)

C o m m e rc e
INTERPRETATION:

o f
 Table 2 shows the Loan Performance of Banks (taken for the study) from

D e p a r t m e n t
the period 2014 to 2018. The loan figures for Axis bank shows that the
volume of term loan increased rapidly in every year of the study period. In
2015, it increased by 59.46% over the previous year. In the year 2016 the
growth was 40.75%, 29.71% in 2017 and 38.82% in 2018. The total amount
of term loans increased by 304.2% in relative terms over the 5 years of the
study period.
 In case of Bank of India, in 2015 the volume of loans increased by 16.08%
over the previous year, it decreased to 3.38% over the previous year in
2016. Further it decreased by 18.89% over the previous year. In 2018 it was
increased by 22.85%. In fact in 5 years, the amount of term loan increased
by only 11.76% which shows that the bank had not performed well.

2
 AN ANALYSIS OF CUSTOMER PERCEPTION TOWARDS ADVANCE PRODUCTS:
(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

TABLE: 3
PERFORMANCE OF BANKS IN CASH CREDIT, OVERDRAFTS AND
LOANS REPAYABLE ON DEMAND AXIS BANK & BANK OF INDIA
DURING 2013-14 TO 2017-18
(IN CRORE)

Banks 2014 2015 2016 2017 2018 AVERAGE

Axis Bank 9886.58 16443.24 21367.06 26013.56 34980.33 21738.15

Bank of 32864.21 34805.18 34394.55 25555.22 30212.37 31566.3

India
(Source: annual report of banks)

C o m m e rc e
o f
D e p a r t m e n t
INTERPRETATION:
 Table 3 shows the details of the total Cash Credit, Overdraft and Loan
Repayable on Demand of selected Private banks during the year 2014- 2018.
In case of Axis bank, it shows a continuous increase. In the 5 years of the
study period, it increased by 253.8%. Axis bank increased its holding by
5.04% during the 5 years of the study.
 For Bank of India, except for the 2016 & 2017, the data shows a continuous
increase. In the 5 years of the study period, it decreased by 8.06%. So it can
be said that Bank of India decreased its holding by 27.7% during the 5 years
of study.

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 AN ANALYSIS OF CUSTOMER PERCEPTION TOWARDS ADVANCE PRODUCTS:
(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

TABLE: 4
PERFORMANCE OF BANKS IN BILLS PURCHASED AND DISCOUNTED
DURING 2013-14 TO 2017-18
(IN CRORE)

Banks 2014 2015 2016 2017 2018 AVERAGE

Axis Bank 1273.7 2023.6 2465.2 3450.0 3481.2 2538.79

1 2 6 5 9

ICICI 4494.7 4676.3 4061.0 4453.1 5848.0 4706.66

4 1 9 5 5

(Source: annual report of banks)

C o m m e rc e
o f
D e p a r t m e n t

INTERPRETATION:
 Table 4 shows the detail of Bills Purchased and Discounted for the Banks
during the year 2014- 2018. In the case of Axis Bank, the overall increase
was 273.31%. Axis Bank increased its holding by only 0.17% during the 5
years of the study.

2
 AN ANALYSIS OF CUSTOMER PERCEPTION TOWARDS ADVANCE PRODUCTS:
(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

 Bank of India, except for 2017, the expressed data shows a continuous
increase. There was an overall increase by 30.10%. Bank of India decreased
its holding by 20.93 % during the 5 years of the study.

TABLE: 5
PERFORMANCE OF BANKS IN ADVANCES OUTSIDE INDIA
DURING 2014 TO 2018
(IN CRORE)

Banks 2014 2015 2016 2017 2018

Axis Bank 2575.56 5380.92 10166.22 12330.8 19577.58

Bank of India 24410.01 47745.65 54291.44 45136.67 55096.67

(Source: annual report of banks)

C o m m e rc e
o f
D e p a r t m e n t

INTERPRETATION:
 Table 5 shows the total loan performances of the Banks outside India. The
study concluded that these are the only banks that provide loans outside India
also i.e. Axis Bank and Bank of India. In the case of Axis Bank, there was an
increase of 660.12%. In the case of Bank of India there was an increase of
125.71%.

2
 AN ANALYSIS OF CUSTOMER PERCEPTION TOWARDS ADVANCE PRODUCTS:
(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

TABLE: 6
CORRELATION BETWEEN NET PROFIT OF BANK AND TOTAL
PRIVATE BANKS DURING 2014 – 2018
(IN CRORE)

BANKS 2014 2015 2016 2017 2018 TOTA CORRELATIO

L N

Axis Bank 323.8 485.0 659 1071 1815. 4953 0.961

8 4

Bank of India 2005 2540. 3110 4158 3758. 18682 0.9395

1 1

(Sources: www.rbi.org.in)

C o m m e rc e
o f
D e p a r t m e n t

INTERPRETATION:
 Table 6 shows the Correlation between the net profit of individual bank and
the total Banking Industry from 2014 to 2018. The study shows positive
correlation between the banks and the total banking industry except all Banks.

TABLE: 7

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 AN ANALYSIS OF CUSTOMER PERCEPTION TOWARDS ADVANCE PRODUCTS:
(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

CORRELATION BETWEEN LOANS OF BANK AND TOTAL BANKS

DURING 2014– 2018
(IN CRORE)

BANKS 2014 2015 2016 2017 2018 CORRELATION

Axis Bank 36876.46 59476 81556.8 104343 142407.8 0.9733818

Bank of India 195865.6 225616 218311 181206 216365.9 0.9011497

C o m m e rc e
o f
D e p a r t m e n t

2
 AN ANALYSIS OF CUSTOMER PERCEPTION TOWARDS ADVANCE PRODUCTS:
(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

(IN CRORE)

BANKS 2014 2015 2016 2017 2018 CORRELATIO

N

Axis Bank 410.66 485.7 890 1295 1587 0.8676

Bank of India 4126.1 7570 9565 9267 9816 0.9726

(Sources: www.rbi.org.in)

C o m m e rc e
o f
INTERPRETATION:

D e p a r t m e n t
 Table 8 shows the correlation between the NPA of individual Bank and Total
Banking Industry from 2014 to 2018. The overall performance shows that it is
the moderately correlated. The Bank of India is highly correlated with the
Total Private Banking Industry.

5.1. FINDINGS:
 There is no relationship between the customer’s income and awareness
about the EMI & Tax benefits they get out of loan they borrowed.
 There is no significance relationship between the customer’s occupation
and awareness about the purpose of borrowing loan.

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 AN ANALYSIS OF CUSTOMER PERCEPTION TOWARDS ADVANCE PRODUCTS:
(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

 There is no significance difference between the customer’s occupation and

awareness level about documents required, prepayment penalty charges,
and financial strength & ability to repay the loan.
 There is significance difference between the customer’s occupation and
awareness level about credit scores, interest charges and growth benefits.
 To assist in the creation, expansion and modernization at industrial units in
the private sector.
 To encourage the inflow and participation of foreign capital in the private
sector industrial units.
 To expand the investment market in India.

5.2. SUGGESTIONS:
 The bank has to conduct awareness programs / loan melas to educate the
customers about loan products and services.

C o m m e rc e
 The bank has to provide customer support services to make awareness
about the EMI & Tax benefits they get out of loan they borrowed and
prepayment penalty charges.
 The bank has to provide a check list method about documents required for

o f
processing the loan in order to identify financial strength & ability to repay

D e p a r t m e n t
the loan.
 The respondents of both banks have revealed their dissatisfaction towards
for the factor „staff‟s willingness to answer to the queries‟, therefore the
banks shall take measures to improve in this aspect.
 Both the banks have to focus more to improve to give detailed and
responsive answer to the customers.
 The Bank of Baroda has adopted an indifferent attitude towards providing
assistance in backward regions of the country.
 The gap between loans sanctioned and disbursed is quite wide.
 It has failed to take necessary interest in the development of rural economy
of our country.

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 AN ANALYSIS OF CUSTOMER PERCEPTION TOWARDS ADVANCE PRODUCTS:
(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

5.3. CONCLUSION:
Service quality is the most common tool to measure the performance of the
service sector. In this study the service gap of Axis bank and Bank of India is
measured and the performance of both banks were analysed. The findings of the study
are also useful and it helps to improve quality of services in the required area. This
study also gives scope for further study as the behavior of the customers can be
evaluated with respect to the perceived service quality.

It is felt that more than offering good value added products the bank has to
make proper reach of its innovative products & services to the customers by effective
awareness strategies to increase the purchase and performance of the bank. On the
basis of the findings of the present study some constructive, practicable and viable
suggestions have been made. If the Administrative Policy Makers of the Bank of India
seriously considers all the suggestive measures, no doubt that even in the competitive

C o m m e rc e
trend Bank of India will shine and it will continue to be a leading bank in India.

o f
D e p a r t m e n t

BIBLIOGRAPHY
REFERENCE OF BOOKS:
 Goyal, K. A. and Joshi, V. “A Study of Social and Ethical Issues in
Banking Industry”. International Journal of Economics & Research, 2011
2(5): 49-57, 2011.

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(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

 Kumar, S., & Gulati, R. (2009). Measuring efficiency, effectiveness and

performance of Indian public sector banks. International Journal of
Productivity and Performance Management, 59(1), 51-74.

 Shetty, Naveen K. "The Microfinance Promise in Financial Inclusion:

Evidence from India." The IUP Journal of Applied Economics 8, no. 5-6
(2009): 174-189.

 Kerry D, “Housing finance and subsidy systems ", Urban Studies,

December 2008, pp.847-876.

 Sendhilvelan M and Karthikeyan K (2006). No Frills Account: A basic

drive for financial inclusion. Southern Economist. June 1. Volume 45. No. 1-
24: 13- 14.

 Talwar, S.P. (1996) “Care Principle for Effective Banking Supervision”,

The Civic Affairs, June 1996, pp.47-48.

 "Media Center - Corporate Profile". Axis Bank. Retrieved 26 Januajry 2014.

 "Axis Bank inaugurates 10,000th ATM at Akurdi, Pune"

C o m m e rc e
 "Axis Bank Continues to be the largest ATM network provider"
 Axis Bank Annual Report 2017-18

REFERENCE OF WEBSITE:
 www.google.com
 www.wikipedia.com

o f
 www.bankofindia.com
 www.scribd.com

D e p a r t m e n t
 www.axisbank.co.in
REFERENCE OF MAGAZINE
 Forbes India
 Business Today
 Current Affairs

******

QUESTIONNAIRES
I am a student of Dharanidhar (Auto.) College, Keonjhar. I am presently
doing a project report on “AN ANALYSIS OF CUSTOMER PERCEPTION
TOWARDS ADVANCE PRODUCTS: (COMPARATIVE STUDY OF

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 AN ANALYSIS OF CUSTOMER PERCEPTION TOWARDS ADVANCE PRODUCTS:
(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

BANK OF INDIA AND AXIS BANK). I assure that the information we

provide will be used for academic purpose only. I request you to fill up the
following questionnaire and help me in collecting the information. I am greatly
obliged and thankful to you for your kind co-operation.

NAME:

OCCUPATION:

AREA:

PUT THE TICK MARK IN THE APPLICATION BOX

1..Age -

a. 21 - 35 [ ]

C o m m e rc e
b. 35-50 [ ]
c. 50 & above [ ]
2. Gender -

a. Male [ ] b. Female [ ]

o f
3. Occupation -

D e p a r t m e n t
a. Service [ ] b. Business [ ] c. Farming [ ] c. Other [ ]

4. Qualification -

a. Up to Hsc [ ] b. Up to graduation[ ]
c .Up to post graduates & others[ ] d. Illiterate [ ]

5. Marital status -
a. Married [ ] b. Unmarried[ ]

6. Monthly Income -
a. Below 20,000 [ ] b. 20,000 - 50,000 [ ]

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 AN ANALYSIS OF CUSTOMER PERCEPTION TOWARDS ADVANCE PRODUCTS:
(COMPARATIVE STUDY OF BANK OF INDIA AND AXIS BANK)

c. 50,000 & above [ ]

7. Types of loan -
a. Housing loan [ ] b. Business loan [ ] c. Personal loan[ ]
d. Others [ ]

8. Amount of loan -
a. Less than 15 lacs [ ] b. 15 lacs to less than 20 lacs [ ]
c. 20 lacs to less than 25 lacs [ ] d. More than 25 lacs [ ]

9. Duration taken by your bank to sanction a loan -

a. 0 - 1 months [ ] b. 0 - 2 months [ ]
c. 0 - 3 months [ ] d. More than 3 months [ ]
10. Duration taken by the bank in sanction the loan is -
a. Very little [ ] b. Justified [ ] c. Very long [ ]

C o m m e rc e
11. Processing charges of banks are high -
a. Yes [ ] b. NO [ ]
12. The paper formalities of the loan -
a. Justified [ ] b. Too much [ ]

o f
D e p a r t m e n t
13. Satisfied by transparency in operation -

a. Satisfied [ ] b. Not satisfied [ ]