In this project report presentation, every possible effort has been made to highlight the major aspects related to the topic by a comprehensive study of literature.Secondary data is an important document & contains information that can be used to find out what are the findings of the research. I have tried my best to explore the truth in my project report. To make it easier different tabular & diagrammatic approach has been used which help in understanding the terms.

1. INTRODUCTION
ANALYSIS ON SERVICE
QUALITY OF AXIS BANK

2. College Guide:
Company Guide:
Dr. Preeti Mishra
(Associate Professor)
Mr. Gaurav Malhotra
(Branch Head)
Company Name:

3. INTRODUCTION OF TOPIC
SERVICE QUALITY OF AXIS BANK:
Service Quality can be considered as the ratio of the service effectiveness
& expectations of the user. Evaluation of a service is more complex than
to evaluate a product.
A customer always more concerned about services from a bank that cares
& provides good services. Bank is also determined by considerations of
SERVICE QUALITY rather than any other factors.
does AXIS Bank the 3rd largest private sector in INDIA meet these
expectations of customers?, What is the working environment of the
COMPANY? To know the answers of these questions, the research has
conducted on the topic i.e. “SERVICE QUALITY OF AXIS BANK.”

4. COMPANY PROFILE
 Third largest private sector bank in INDIA.
Established in 1993 as UTI Bank.
 In July,2007 It becomes Axis Bank.
3,304 domestic branches and 14,163 ATMs across the
country.
 Balance sheet of Rs. 6,01,468 crores as on 31st March
2017.

5. ORGANIZATION STRUCTURE

6. OBJECTIVES OF THE STUDY
To Know the customer awareness about the products and services
provided by the axis bank.
 To Examine the essential dimensions of SERVICE QUALITY i.e.
Responsiveness, Reliability , Assurance, Empathy & Tangibles given
by Prof. Zeithmal in SERVQUAL Model.
To Analyze the customer’s perception towards the service quality
offered by the bank.

7. RESEARCH METHODOLOGY
Research Type: Descriptive Research
Data Type: Both Primary & Secondary data are used.
Data source: Questionnaire & Interview, Axis Bank Website & Magazine
Sampling Plan:
 Sample Unit: Customers of Axis Bank
 Sample Size: 50 respondents
Sample Technique/Method: Random Sampling
Sample Universe: Mainpuri

8. DATAANALYSIS
AGE CATEGORY FREQUENCY PERCENTAGE CUMULATIVE
PERCENTAGE
18-23 Years 10 20 20
24-29 Years 17 34 54
30-35 Years 15 30 84
35 Years and above 8 16 100
TOTAL 50 100

9. 39%
28%
23%
10%
Types of Account
Savings Account
Fixed Deposit
Current Account
Others
What kind of account do you have in Axis Bank?

10. 46%
29%
18%
7%
Account Satisfaction
Good
Satisfactory
Very Good
Excellent
How you recognize the SALARY/SAVINGS ACCOUNTS of
Axis Bank?

11. 33%
27%
23%
17%
AREAS OF IMPROVEMENT
Updates
Services
Products
Technology
What should be the area of improvement for Axis Bank?

12. 37%
22%
21%
14%
6%
Axis Bank Ratings
Good
Excellent
Average
Poor
Can't Say
In comparison to other banks how would you rate Axis
Bank?

13. FINDINGS
The customers have awareness about the products & services of the Axis
Bank.
The three out of five dimensions of Service Quality in which Reliability,
Assurance & Empathy are high but the other two dimensions
Responsiveness & Tangibility are not so good.
Customer’s perception towards the service quality offered by the axis
bank is positive.

14. LIMITATIONS
The study is on a very small sample size hence can not be called as a
representation of the views & opinion of the majority.
In a rapidly changing industry, few days analysis can change very
quickly. The environmental changes are vital to be considered in order to
assimilate the findings.

15. SUGGESTIONS/
RECOMMANDATIONS
The bank should be more flexible in order to compete with its competitors like HDFC,
ICICI.
The five dimensional structures of SERVQUAL model could possibly serve as a
meaningful framework for tracking a bank’s service quality performance over time and
comparing it against the performance of competitors. Items on some dimensions should be
expanded if that is necessary for reliability.
The bank must continuously measure and improve these dimensions in order to gain
customer’s loyalty.
Keeping the bank with up to date modern equipments, new improved technology should
be replaced with the old ones. If the staff inside is pleasant and well – informed
environment, then the customer satisfaction will be high.
The study brings about the areas which require urgent attention of the employees, the
management, and the policy makers of the industry. The management should understand
the benefits of service quality.

16. CONCLUSION
On the basis of analysis of the study, it can be concluded that the
service quality dimensions reliability, assurance & empathy are high,
but at the same time the other two dimensions i.e. Responsiveness &
tangibles are the critical dimensions of service quality of Axis bank and
they are directly related to overall service quality.
The employees give prompt services, always are ready to answer the
questions & are trustworthy.
Thus the study brings about the areas which require urgent attention of
the employees, the management, and the policy makers of the industry.
The management should understand the benefits of service quality.

17. SUBMITTED BY: SAMANVAY JAIN
Roll No: 1605470077
Batch: MBA 3rd Sem.
THANK YOU