LITERATURE REVIEW
1.Uppal R K and Poonam Rani (2012), in their study titled Customer Perception towards Better Banking
Services in India- An Empirical Study, analyzed customer perception about CRM, reliability, accuracy,
security and transparency among the customers of public sector banks, Indian private sector banks and foreign
banks in Amritsar, Punjab. They have found that most of the customers are satisfied with banking services and
that customer satisfaction can be improved by ensuring more speed in rendering transactions and giving
prompt services.
2.D Mishra (1997) makes a study on the performance of commercial banks in India choosing relevant
parameters like quality of service, risk management, profitability etc. His conclusion is that the banks should
try to increase quality, balance risk management, and optimize profitability to survive and succeed. He
identifies four challenges for the bank namely competition, credit, customer and control.
3.Gaganjot Singh (1998) in his study “New innovations in banking industry – a study of new private sector
banks” views that the new private sector banks in India are using better technology and are offering better
services to the customers. The new private banks have emerged as a model to the banking industry in terms of
service levels, ambience, technology etc. As the public-sector banks have already established a huge customer
base, they become complacent and are slow to become customer friendly. They are also less innovative in the
use of technology-assisted customer service. Because of their huge customer base, they feel that they can
withstand competitions from new generation bank
4. Parimal Vyas (2000) studied customers’ satisfaction from the services provided by different banks and
analyzed the response of customers towards the actual time taken by banks to complete the banking
transactions. The findings of the study revealed that nationalized banks and co-operative banks need to
improve on reducing the time taken to complete banking transactions. Comparatively the private and foreign
banks take much less time for completing their transactions. The study suggested that the nationalized
commercial banks and co- operative banks must increase the use of information technology and customer
relationship management to deliver standardized services to their target customers.
5. Mosad Zineldin (2005) in his study “Quality and Customer Relationship Management as Competitive
Strategy in the Swedish Banking Industry” stated that a bank had to create customer relationships that deliver
value beyond that provided by the core product. This involved added tangible and intangible elements to the
core products, thus creating and enhancing the “product surrounding.” One necessary condition for the
realization of quality was the creation of value-added services, quality measurement and control. Thus, it was
an important function to ensure the fulfillment of given customer requirements. The key ways for building a
strong competitive position were value-added services and differentiation.
QUESTIONNAIRE LEADING TO COMPARATIVE ANALYSIS OF
PRODUCTS & SERVICES OF AXIS BANK WITH ITS
COMPETITORS
Dear respondent,
I Ashu Sharma student of MBA studying at Amity University, Haryana. The
aim of this questionnaire is to survey comparative analysis of products and services of axis
bank with its competitors. I assure you the information given by you will be kept quite
confidential and it will not be misuse. It will be used for study purpose only. You are
requested to fill questionnaire.
Thank you.
Yours faithful
ASHU SHARMA
1. Name:
2. Age:
3. Address:
4. Occupation:
5. What kind of account do you have in axis bank?
a) Saving account []
b) Fixed deposits []
c) Current account []
d) Others []
6. How you find the salary/saving accounts of axis bank?
a) Very good []
b) Good []
c) Excellent []
d) Satisfactory []
7. Do you have any other products of axis bank other than salary/saving account?
a) Yes []
b) No []
8. Which channel you use to excess your account?
a) Direct branch []
b) Mobile banking []
c) Net banking []
d) Phone banking []
9. Which bank has ease of access (branch and ATM)?
a) Axis bank []
b) HDFC bank []
c) ICICI bank []
10. Which bank offers you flexibility in its products?
a) Axis bank []
b) HDFC bank []
c) ICICI bank []
11. Which bank is better in providing services regarding transition?
a) Axis bank []
b) HDFC bank []
c) ICICI bank []
12. Which is the area of improvement of axis bank?
a) Product []
b) Services []
c) Technology []
d) Update []
13. In cooperation to another bank how would you rate axis bank?
a) Excellent []
b) Good []
c) Average []
d) Poor []
e) Can’t say []
14. What features/attributes, while opening an account do you expect from a bank?
a) Quick services []
b) Proper information []
c) Working hours []
d) Less formalities []
e) Varity of product []
15. Your opinion regarding bank service provided by axis bank.
a) Highly satisfied []
b) Satisfied []
c) Moderate []
d) Dissatisfied []
e) Highly dissatisfied []
