Beruflich Dokumente
Kultur Dokumente
T h e p r o je c t i s b a se d on t he s a l e s s t r a t e g i e s f o r t h e
B a n k i n g p r o d u c t s wi t h a s p e c i a l r e f e r e n c e s t o K O TAK
M A H I N D R A B A N K a n d t he c o n s u m e r p er c e p t i on a b o u t
the same.
F ir s t and Foremost, the purpose of K O TAK
MAHINDRA BANK is to fulfill the needs for
i n v e s t m e n t u n d er o n e r o o f .
T h i s p r o je c t s ho ws , t h e c o m m o n m a n h a s s t ar t e d
c a p i t a l m a r k e t t e r m l i k e bu l l a n d be a r ex p l o d e
new time.
I t g i v e s t h e de t a i l v i e w o f t h e r eg u l a t o r y
f r a m e wo r k f o r t he K O TAK M A H I N D R A B A N K
T h e f o c u s t he s h i f t t o v a r i o u s pr o d u c t s of K O TAK
M A H I N D R A B A N K t o c a t er t o t he n e e d s su c h a s
return e x p l a na t i o n , financial position, risk
tolerance, etc.
T h e n e x t p h a s e lo o k up t he i nv e st m e n t i n gr o wt h
o r i e n t e d s t o c k wh i c h a r e a v a i l a b l e a t a t t r a ct i v e
r e l a t iv e v a l u a t i o n .
F u r t h e r t o t h i s , p r o je c t pr o c e ed s wi t h t h e r e se a r c h
d e s i g n e d i n t h e l i g h t o f t h e c o r e o b je c t i v e s o f t h e
s t u d y a l o n g wi t h t h e s u b o b je c t i v e s t h a t a r e g iv e n
d u e c o n s i d e r a t i o n t hr o u g h ou t t h e r e s e ar c h . I t a l s o
e n l i s t s a l l t h e d at a s ou r c e s a s t o b y wh i c h m e a n s
t h e s t u d y h a s g a in e d m o m e n t u m . Th e d a t a h a s
b e e n c o l l e c t e d b y v ir t ue o f q ue s t i o n n a ir e s an d
we b s i t e s , r e sp e c t i v e l y. Th e s c o p e o f t h e s t u d y i s
s u g g e s t e d i n f av or of t h e c o m p a n i e s s t r iv i ng t o
e m e r g e a s su p e r po we r s dr a wn ou t b y t he s u r v e y.
T h e s e c o m p a n i e s c a n f i ne t u n e t h e i r pr o s p e c t iv e
o n e s a n d c a n gr a b t h e o p p or t u n i t i e s of t h e
t r a n s f o r m i n g t h e we a k n e s s o f ot h e r in t o t h e ir o wn
strength.
1
CHAPTER-1
2
Product Detail
Kotak Ma h i n d r a Bank is on e of the prominent
s u b s i d i a r i e s o f K o t a k Ma h i n d r a g r o u p . Th e ac t i v i t i e s of
t h e c o m p a n y b e i n g p ar a l l e l t o i t s ob je c t i v e a r e v er y wi d e
and cover all the components of a Bank. Th e B a s i c
area of Operations is the Banking bu s i n e s s , o t he r
p r o d u c t s a r e m e a n t f or t h e r e g u l ar r e v e nu e ge n e r a t i o n .
B e i n g a B a n k i n g h o u s e, t he c o m p a n y i s i n r eg u l a r t o u c h
wi t h Banking Ac c o u n t s , I n ve s t m e n t S e r vi c e s ,
C o n ve n i e n c e B a n k i n g a n d O t h e r S e r vi c e s .
Kotak Mahindra Bank, it's not about selling you many different
products it's about working out a holistic, pragmatic solution that
addresses your financial needs. Through their varied products,they
commit themselves to becoming banker to the customer rather than
being asset financier to our customers.
3
Banking Accounts
Savings Account
Current Account
Term Deposit
SAVINGS ACCOUNT
4
Thus the three account opening options in savings account are as
mentioned above:
Wide ATM access through the Kotak Mahindra Bank Debit Card
One can walk into any KOTAK or HDFC Bank ATMs to withdraw cash
or enquire balance at no extra charge!
Use the free Payment Gateway to make online payments for utility
bills, credit cards, online trading of shares or even online shopping.
5
Quick and easy funds transfer
One can open an investment account, and use the Net Banking
facility to purchase/redeem mutual funds online while directly debiting
/ crediting your Bank Account. Besides this you get a consolidated
view of all your mutual fund investments across schemes with
updated returns status, latest NAV information and research reports .
Attractive returns
Earn better returns in your savings account, with our 2-Way Sweep
facility that automatically sweeps out idle funds, above a threshold,
from your account into Term Deposits. These Term Deposits sweep
back into your account to meet fund requirements when your
withdrawals exceed the balance available in your account, thereby
providing you maximum liquidity.
6
PRO SAVINGS ACCOUNT:
Walk into any VISA ATM in India to check balance or withdraw cash
absolutely free. no longer have to worry about locating your Bank or
Partner Bank ATM Use the first VISA ATM that you spot, for cash
withdrawal or balance enquiry transactions.
7
One can open an investment account, and use the Net Banking
facility to purchase/redeem mutual funds online while directly debiting
/ crediting bank account. Besides this get a consolidated view of all
the mutual fund investments across schemes with updated returns
status, latest NAV information and research reports.
Use our free Payment Gateway to make online payments for utility
bills, credit cards, online trading of shares or even online shopping.
Attractive returns
Earn better returns in your savings account, with our 2-Way Sweep
facility that automatically sweeps out idle funds, above a threshold,
from your account into Term Deposits. These Term Deposits sweep
back into your account to meet fund requirements when your
withdrawals exceed the balance available in your account, thereby
providing you maximum liquidity.
8
You get a one point contact for all your banking related queries and
transactions. Your relationship manager will also help you with
financial planning and sound investment decisions.
9
Multiple access channels
Use the free Kotak Payment Gateway to make online payments for
utility bills, credit cards, online trading of shares or even online
shopping. All this at the click of a mouse!
One can issue demand drafts or send cheques for collection at all
branches for no extra charge.
Attractive returns
10
Earn better returns in your savings account, with our 2-Way Sweep
facility that automatically sweeps out idle funds, above a threshold,
from your account into Term Deposits. These Term Deposits sweep
back into account to meet fund requirements when withdrawals
exceed the balance available in the account, thereby providing
maximum liquidity.
CURRENT ACCOUNT
Kotak Mahindra Bank offers unparalleled advantages with its three
Current Account offerings. Whether small/ mid size business or an
enterprise spread across multiple locations in the country, would find
a Current Account that's just designed for you. These Current
accounts offer attractive returns along with personalized banking
services at three convenient average quarterly balances(AQB)levels
of Rs. 25000 (KOTAK EDGE SAVINGS ACCOUNT),Rs. 50000
(KOTAK PRO SAVINGS ACCOUNT) and at Rs250000(KOTAK ACE
SAVINGS ACCOUNT).The average quarterly balance levels as well
the corresponding services and benefits try to ensure the various
customer needs and requirements. With features ranging from Free
DDs, Free Cheque Collection, Free At -Par Cheque facility to Free
Trading Account & free Demat Account, and more!
11
Thus the three account opening options in savings account are as
mentioned above:
Kotak 2-Way Sweep ensures that money never stops working for
you. Daily balances, above a threshold level, in Current Account are
automatically swept out into Term Deposits (TD). This 'swept out
amount' is brought back into account to meet fund requirements
when withdrawals exceed the balance available in the account (or
when the account balance goes below the specified threshold level.)
12
With Kotak 2-Way Sweep you enjoy the twin advantages of attractive
returns & maximum liquidity.
At-par Cheques
Get free At-par Cheques that are treated as 'local clearing' cheques
across all branch locations. All these at nominal costs.
Cheque Collection
Our Mobile Banking & Alerts service enables to access bank account
on Mobile Phone. One can access all your standing instructions (SI),
any large credits or debits, available balance, balance below AQB,
13
any SI failure and SIs successfully executed will be intimated to you
via SMS
Key Features
Dedicated Relationship Manager
Free Demand Drafts & Pay Orders>
Free At Home Services
Better Forex rates and Efficient Trade Services
ACE Current Account
In the need of a well equipped bank account to keep pace with you in
the ever changing business scenario. They offer you the Kotak Ace
Current Account, armed with Business benefits and exclusive Ace
14
Privileges and an entire gamut of banking conveniences especially
designed for you. The feature rich Kotak Ace Account is the ideal way
to make money work harder
Term Deposits
Key Features
Ease and convenience of operation
Liquidity through overdraft or sweep-in facility
No penalty on pre-mature encashment
Nomination facility available
15
Give your portfolio stability of returns and safety and liquidity. Invest
in Kotak Bank Term Deposit. It offer attractive returns on term
deposits and investing in them is really simple and convenient.
For the first time in India, New to Bank customer can also apply
online for term deposit.
16
In case term deposit is pre-maturely encashed,one will earn interest
at the rate prevailing on the date of deposit for the withdrawn amount.
One can avail this facility for each & every account that open with us
i.e. nominate different persons for different term deposit accounts can
choose to change the nominee through a declaration in the
appropriate form to revise the nomination during the term of the
deposit.
INVETSMENT SERVICES
just amongst individuals, but across the different stages of your life.
17
They have years of experience in helping people put together an
DEMAT
Key Features
Efficient depository services that allow you to hold your shares
in convenient, "demat" formats
Leverage opportunities in the stock-market when
you spot them
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indexes like NSE &BSE, NCDEX. NSDL, CSDL. L e t s u n d er s t a n d
the relative terms :
S E B I ( S t o c k E x c h a n ge b o ar d o f I nd i a )
I t ch e c k o u t o n N S E a n d B S E an d al l t yp e o f s h ar e
t r ad i n g ( B o t h p r i m a r y a n d se c o n d ar y m a r k e t )
N S D L AN D C S D L
Kotak Mahindra Bank a l l o w t o co s t u m e r t o i nv e s t i n m u t u a l
f u n d a n d b o n d s . N S D L ( N a t i o na l s e c ur i t y de p o s i t or y
l i m i t e d ) a n d C S D L ( C e n t r a l se c u r i t y d e p o s i t o r y l i m i t e d
c h e c k o u t o n t h i s t yp e o f i nv e s t m e n t
M C X AN D N C D E X
Kotak Mahindra Bank a l so a l l o w t o c o s t u m e r t o t r a d e i n
c o m m o d i t y b y M C X ( Mu l t i C o m m o d i t y e x ch a n g e) a n d
N C D E X ( N a t i o n a l C o m m o d i t y da i l y e x c ha n g e . I n N C D E X
55 commodity are to trade
19
PRODUCTS OFFERED BY KOTAK MAHINRA BANK
I n t h e a b o v e p r o d u c t s we ha v e d i s cu s s e d i n v e s t m e n t i n
equity through s e c o n da r y markets . an o t h er wa y of
investing in equity markets is through the primary
m a r k e t r o u t e . wh e n e v e r a c o m p a n y c o m e s ou t wi t h a n
i n i t i a l p u b l i c o ffe r i n g yo u m a y ch o o s e t o a p p l y f o r t h e
s h a r e . B a s e d o n n u m b e r o f v a l i d ap p l i c a t i o n r e c e iv e d ,
t h e c o m p a n y wo u l d t h e n a l lo t t h e s ha r e t o a p p l i c a n t s .
T h e o ffl i n e wa y o f i nv es t i n g i n a n I P O i s b y f i l l i n g
p h ys i c a l a p p l i c a t i o n f or m s , c h eq u e s . An d s u b m i t t i n g t h e
20
f o r m s t h r o u g h yo u r b r o k e r. W i t h K O TAK MA H I N D R A
B A N K a l l yo u h a v e t o do i s f i l l i n g nu m b e r of s ha r e o n
the site and submit.
D E R I VATI V E S
C u s t o m e r s wi t h d i ffe r e n t t yp e s o f r i s k pr o f i l e c an u s e
d e r iv a t i v e s .
H e d g i n g t h e c a s h m a r k e t p o s i t i o n id e a l f or l o w
risk profile.
Tak i n g a d v a n t a g e o f a r b i t r a ge o p p or t u n i t y i n eq u i t y
a n d d e r iv a t iv e s m a r k e t s i d e a l f or l o w r i s k pr o f i l e
Tak i n g a v i e w o n s t o c k / i nd e x f or a s l o n g as 3 m o n t h
p e r io d m e d i u m r i s k pr o f i l e
S p e c u l a t i v e t r a d i n g- h i g h r i s k p r o f i l e
K O TAK MA H I N D R A B A N K o ffe r s o n l i ne i nv e s t m e n t i n
f u t u r e a n d o p t i o n , wi t h b e n e f i t o f a u t o m a t e d s e t t l e m e n t s
a n d o n l i n e r i s k m o n i t o r in g s ys t e m
Mutual Funds
21
Key Features
Assitance at every step of the investment process
An experienced research team to analyse and research the
Mutual Funds available in the market
Portfolio assistance
The Mutual funds on advisory list range form Debt to Equity funds
and are drawn from top performing schemes of renowned Mutual
Fund houses like Franklin Templeton, Kotak, Reliance, Prudential
ICICI etc.Relationship Manager will recommend the funds that suit
the investment objectives.
I n s t e a d o f b u yi n g s h ar e s o f di ffe r e n t c o m p a n i e s t r a c k i n g
the price m o v e m e n t s performance of the c o m p a n y,
g r o wt h p r o s p e c t s o f t h e i n d u s t r i e s et c . an d t h e n t a k i n g
yo u r o wn b u y/ s e l l d e c i s i o n, yo u m a y c o n s i de r m a k i n g
i n v e s t m e n t i n e q u i t y/ d e b t m a r k e t t h r o ug h t h e m u t u a l
f u n d r o u t e . Mu t u a l f u nd i s a S E B I r eg i s t e r e d e n t i t y t h at
pools the money of many individuals i nv e st o r s to
p u r ch a s e t h e s t o c k s , bo n d o r o t h er f in a n c i a l i n s t r u m e n t s
.professional
22
Ma n a g e m e n t a n d d iv er s i f i c a t i o n ar e t he t wo pr i m a r y
b e n e f i t s o f m u t u a l f un d i nv es t i n g . F or be g i n n er s , or f o r
c u s t o m e r wh o a r e un a b l e t o sp e n d t i m e o n r e s e a r ch i n g
s t o c k s t h e m s e lv e s , m u t u a l f u nd i s a n i d e a l r o u t e f o r a
i n v e s t m e n t i n e q u i t y. I nv es t i n g i n m u t u a l f u nd s o ffl i n e
i n v o l v e s , t r a c k i n g do wn t h e ag e n t s a pp o i n t e d b y t h e
mutual funds AM C s , filling l e ng t h y forms, wr i t i n g
c h e q u e , r u s h i n g t o t h e o ffi c e o f t h e a g en t s be f o r e t h e
c u t o ff t i m i n g t o e n s ur e t h at t h e d e s ir e d N AV i s a l l o t t ed
Bancassurance
23
They offer a range of carefully selected insurance policies across the
entire spectrum of life insurance products Relationship managers will
analyze your insurance needs and develop the solution that works
best for you.
The ideal insurance plan is one that addresses the exact insurance
needs of the individual that will depend on the age and life stage of
the individual apart from a host of other factors.
C O N V E N I E N C E B AN K I N G
24
Anywhere, Anytime Banking
In today's day and age time is money. You work hard and have a
busy schedule. Doing banking should be easy and convenient and
not add to worries.
Kotak Mahindra Bank realize this and have specially tailored a wide
range of value added products and services to make money work for
you. These, coupled with the highest standard of customer care will
make life simpler and easier.
25
An ATM is basically a machine that can deliver cash to the customers
on demand after authentication. However, nowadays we have ATMs
that are used to vend different FMCG products also. An ATM does the
basic function of a banks branch, i.e., delivering money on demand.
Hence setting of newer branches is not required thereby significantly
lowering infrastructure costs.
Cost reduction is however possible only when these machines are
used. In India, the average cash withdrawal per ATM per day has
fallen from 100 last years to 70 this year. Though the number of ATMs
has increased since last year, it is not in sync with the number of
cards issued. Also, there are many dormant cardholders who do not
use the ATMs and prefer the teller counters. In spite of these odds,
Indian banks are increasing the number of ATMs at a feverish pace.
These machines also hold the keys to future operational efficiency
Account holders of Kotak Mahindra Bank Saving Account having Visa
Electron Debit Card can access other Banks ATM machines unlimited
times per month for free, after that the Account holder has to pay
nothing for the transaction. But also holders of ATM cards cannot
access machines belonging to other Banks.
The number of ATM machines installed by Kotak Mahindra Bank is 20
in Delhi and the All India tally is 156 machines. When this figure is
compared to ICICI Bank which has thrice the number of machines in
Delhi or HDFC Bank which has nearly twice the number of machines
in Delhi, this is worrying for Kotak Mahindra Bank.
Growth In ATM Machine With Increased Use
26
The Table below shows the number of ATM machines belonging to
various banks in India:-
27
NAME OF BANK NUMBER OF ATM NUMBER OF ATM
MACHINES MACHINES
(ALL INDIA BASIS) (DELHI)
From the above table we can clearly see that HDFC Bank is the Bank
which has highest number of ATM machines on All India basis, this is
followed by ICICI Bank, then UTI.
When we look at the concentration of machines in the Delhi Region
we see that out of ICICI Banks 560 Machines 112 are located in
Delhi representing 20%.
The corresponding figure for Kotak Mahindra Bank is 14.2%. HDFC
Bank is 11.8%, IDBI Bank is 12.3%, and CITIBANK is 13.75%.
Net Banking:
Net banking means carrying out banking transactions via the Internet.
Thus the need for a branch is completely eliminated by technology.
Also this helps in serving the customer better and tailoring products
better suited for the customer.
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A customer can view his account details, transaction history, order
drafts, electronically make payments, transfer funds, check his
account position and electronically communicate with the bank
through the Internet for which he may have wanted to visit the bank
branch.
Net banking helps a bank spread its reach to the entire world at a
fraction of the cost
Phone Banking:
SMS Banking
29
Kotak Mahindra Bank's SMS Banking service enables you to access
your bank account, investment account and demat account on your
Mobile Phone. Now get latest update on your account balance, salary
credits, large debits, large credits, holding value and much more, on
your mobile anytime.
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Banks like Kotak Mahindra, standard chartered, ICICI, HDFC, and
Citibank now bring your Bank Account and Debit card to your
fingertips. With Mobile commerce, you can perform a wide range of
query-based transactions from your Mobile Phone, without even
making a call.
Kotak Mahindra has international partnerships with Goldman Sachs (one of the
world's largest investment banks and brokerage firms) and Old Mutual (a
31
Finance Limited. Since then it's been a steady and confident journey
to growth and success.
32
Banking division incorporated into a separate company - Kotak
Mahindra Capital Company
1996 : The Auto Finance Business is hived off into a
separate company - Kotak Mahindra Primus Limited. Kotak
Mahindra takes a significant stake in Ford Credit Kotak
Mahindra Limited, for financing Ford vehicles. The launch of
Matrix Information Services Limited marks the Groups entry
into information distribution.
1998 : Enters the mutual fund market with the launch of Kotak
Mahindra Asset Management Company.
2000 : Kotak Mahindra ties up with Old Mutual plc. for the
Life Insurance business.
Kotak Securities launches kotakstreet.com - its on-line broking
site. Formal commencement of private equity activity through
setting up of Kotak Mahindra Venture Capital Fund.
2003 : Kotak Mahindra Finance Ltd. Converts to bank
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INTRODUCTION TO THE ORGANISATION
34
COMPANYS PROFILE
Established in 1984, The Kotak Mahindra Group has long been one
of Indias most reputed financial organizations. In Feb 2003, Kotak
Mahindra Finance Ltd., the groups flagship company was given the
license to carry on banking business by the Reserve Bank of India
(RBI).This approval creates banking history since Kotak Mahindra
Finance Ltd is the first company in India to convert to a bank. The
license authorizing the bank to carry on banking business has been
obtained from the RBI in tune with Section 22 of the Banking
Regulation Act 1949.
KMBL was promoted by Mr. Uday.S.Kotak, Kotak and Company Ltd
and Mr. Sidney &A.A.Pinto under the name of Kotak Capital
Management Finance Ltd on 21st Nov 1985 and obtained a
Certificate of Commencement of Business on 11th Feb 1986.
The bank customers have access to entire VISA network of 4500
ATMS in India and 800000ATMS worldwide accepted in more than
56000 establishments across India and 10 million worldwide. The
customer also has access to over 800 ATMs with sharing
arrangements with UTI BANK, of these 125 are in the NCR.
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Key group companies and their businesses
Kotak Securities
36
vehicles in India. KMP offers customers retail finance for both new as
well as used cars and wholesale finance to dealers in the automobile
trade. KMP continues to be among the leading car finance companies
in India.
37
BOARD OF DIRECTORS
38
Mr. Dipak Gupta Executive Director
INTERNET BANKING
INTRODUCTION
The Internet banking is changing the banking industry and is having
the major effects on banking relationships. Internet banking involves
use of Internet for delivery of banking products & services. It falls into
four main categories, from Level 1 - minimum functionality sites that
offer only access to deposit account data - to Level 4 sites - highly
sophisticated offerings enabling integrated sales of additional
products and access to other financial services- such as investment
and insurance.
DRIVERS OF CHANGE
Advantages previously held by large financial institutions have
shrunk considerably. The Internet has leveled the playing field and
afforded open access to customers in the global marketplace.
Internet banking is a cost-effective delivery channel for financial
institutions. Consumers are embracing the many benefits of Internet
banking. Access to one's accounts at anytime and from any location
via the World Wide Web is a convenience unknown a short time ago.
The primary drivers of Internet banking are:
Improve customer access
Facilitate the offering of more services
Increase customer loyalty
Attract new customers
39
Internet Banking is the most technological advanced means to do
Banking. Through this medium the Account holder can do various
types of transactions without having to leave his Office/Residence.
The Account holder has the convenience to do transaction no matter
where he is in the world at any time of the day. Internet is the most
cost effective medium of Banking from the point of view of the Banks;
it costs a fraction to the Bank as compared to other mediums like
Branch Banking or ATM.
But this medium is not as favored a medium as it in the west , the
reasons for this is that firstly , this is a relatively new concept in India ,
40
secondly , general perception that this is not safe , thirdly ,
computers and internet are not widely spread all over the country.
41
STRATEGIC ALLIANCES ENTERED BY KOTAK
MAHINDRA BANK
CASH NET
42
Cash net will give access to more than 1,300 ATMs for more than 6
million debit cardholders of the member banks. The Alliance would
constitute about a third of the total card base and 15 percent of the
ATM base in the country.
43
OTHER SERVICES
BANKING HOURS
Kotak Mahindra Bank Account holders have been able to infer that
Branch Banking is the second most Frequent Point of Interaction with
the Bank. The Average Banking Hours is a very important aspect
associated with any Bank. In todays fast paced life where people
who hold Accounts with the Bank are busy working it is important that
they can find a way to visit the Bank without having to miss out on
work.
Kotak Mahindra Bank is the only Bank which offers a 24 Hour Branch
in India, this is a big boon for people who cannot take the time out to
44
visit the Bank during the normal working hours and is also very handy
during emergencies.
The 365 Day Branch of Kotak Mahindra Bank is also unique and the
only other Bank offering this service is ABN Amro , this Branch is
open regardless of the fact that it is a Sunday or a public holiday.
Sunday Banking is very useful for people who are busy throughout
the week and the only day when they find the time is Sunday. Other
Banks offering this service apart from Kotak Mahindra Bank are ABN
Amro and CITIBANK.
45
OBJECTIVES OF THE STUDY
46
RESEARCH OBJECTIVES
Various Objectives for conducting the research and analysis are listed
as under:
1. Access the Market Potential of Kotak Mahindra Bank Saving
Account with the help of a survey conducted on a total of 155
Respondents (50-Kotak Mahindra Bank customers, 100-Other Banks
customers).
2. Study how new distribution channels such as Internet Banking,
ATM facility, Phone Banking have changed the face of the Banking
industry.
3. Study the impact of a customer centric approach being followed by
the Bank, and what is its benefit.
4. Compare the services offered by Kotak Mahindra Bank and the
customers satisfaction level of the same with that of other Banks in
the Private and Government sector, and to access where the Bank
has to improve.
5. Consideration of various promotional and marketing and
advertising strategies of Kotak Mahindra to the satisfaction among its
ultimate users and consumers
47
consideration the services, advertising and marketing strategies of
the Bank.
RESEARCH METHODOLOGY
48
REASEARCH METHODOLOGY
As the tithe of the project suggests the purpose to study the access of
prudential in area like Pitampura.
Research comprise defining and redefining problems, formulating
hypothesis or suggested solutions; collecting, organizing and
evaluating data; making deductions and reaching conclusions; and
at last carefully testing the conclusions to determine whether they
fit the formulating Hypothesis.
SOURCES OF DATA
Data is collected from primary as well as secondary source. For
primary data customer were personally intervened and for secondary
data. Annual report, journals, internet and personal interview.
METHODOLOGY:
The methodology adopted in conducting this survey was quite simple.
First there was collection of data from various sources including
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personal interview. Then after scanning and properly analyzing and
interpreting the information available on hand, a final report was
prepared.
RESEARCH DESIGN
Type of Research: - Descriptive research
Descriptive research is also called Statistical Research. The main goal
of this type of research is to describe the data and characteristics
about what is being studied. The idea behind this type of research is
to study frequencies, averages, and other statistical calculations.
Although this research is highly accurate, it does not gather the
causes behind a situation.
The regular interaction with the Customers and the Line Managers
revealed about the various strategies involved in performing business
activities and gathering data using various techniques and software
applications
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Descriptive research includes Surveys and fact-finding enquiries of
different kinds. The main characteristic of this method is that the
researcher has no control over the variables; he can only report what
has happened or what is happening.
DATA SOURCES
SECONDARY DATA.
For the company information I had used secondary data like
brochures, web site of the company etc.
The Method used by me is Survey Method as the research done is
Descriptive Research.
RESEARCH INSTRUMENTS
Selected instrument for Data Collection for Survey is Questionnaire.
SAMPLE SIZE:
The survey is conducted among 155 respondents.
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Simple statistical tools have been used in the present study to
analyze and interpret the data collected from the field. The study has
used percentile method and the data are presented in the form of
diagrams.
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IMPORTNACE OF THE STUDY
53
IMPORTANCE OF THE STUDY
54
LIMITATIONS
55
LIMITATIONS
Time constraint.
Biases and non-cooperation of the respondents.
Financial constraint.
Geographical selectivity in study limiting to Delhi city only.
People are not interested in giving personal opinion.
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DATA ANALYSIS & INTERPRETATION
57
D ATAAN ALYS I S AN D F I N D I N G S
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the survey we can see that about 80% of the customers have opened
their accounts during the past two years. The reason for this could be
that during the past two years the Bank has been able to convince
many prospective customers about the superior service it is able to
offer in comparison to competing Banks.
Another reason could be that the customer base of the Bank has
increased due to sheer word of mouth of the Banks millions of
satisfied customers.
If the Bank could get to know of that very compelling factor that
convinced the customer to open the account then the Bank could use
this in its favor to attract more customers.
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From the study conducted the factor which has come out strongest in
this regards is the Other Reasons getting 44% of the responses,
going deeper into this response by asking the respondent what is the
factor they include in this Other Reasons is that most people are not
the deciding factor when they open a saving account, this is done so
by their employers. The customers salary accounts are created by
the companies in which they work.
The Banks are very interested to know the most popular Point of
Interaction with the Bank as if the Bank is lacking in one of these
steps can be taken to make the situation better.
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From the study we can see more than half (more than 50%) of the
total respondents feel that they interact most with the Bank with the
help of ATM. Hence the importance of ATM cannot be overstated.
The Second most popular point of interaction that arises from the
study is the Branch with 32% of the respondents favoring this option.
Kotak Mahindra Bank is unique in an aspect that it follows the Any
Branch Banking wherein the Account holder can use any of the
Banks 156 Branches all over the country.
An aspect that customers really appreciate is the 24 hour Branches
and the 365 Days Branches of Kotak Mahindra Bank. The 24 Hour
Branch of Kotak Mahindra Bank is located at sector 18 noida apart
from these Branches in Mumbai and other cities in India.
Kotak Mahindra Bank is the only Bank which has the facility of a 24
Hour Branch. As for a 365 Day Branch the only Bank having this
facility apart from Kotak Mahindra is UTIBank.
The third most Frequent Point of Interaction is Phone Banking with
11.5% of the respondents favoring this medium. Phone Banking is
one of the new age Banking techniques. It is in its infancy in India
and people have not taken to it as is the case in other Developed
Countries in the World.
In the study it was seen that customers have mixed feeling when it
comes to Phone Banking as sometimes they do not find it as an
effective alternate to traditional forms of Banking.
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The forth most Frequent Point of Interaction with the Bank is Internet
Banking with 4% of the respondents favoring this medium. Internet
Banking is the most modern means of Banking available to the
customers but due to the general perception that this medium is not
safe it is not used by many people.
In our study only 60% of the total respondents have at least once
used Internet Banking.
The two options which were not favored by any respondents as the
most Frequent Point of Interaction are Drop Box Facility and Door
Step Banking
.
OVERALL SATISFACTION LEVEL
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The most important thing is that no respondent has complained
that they are overall dissatisfied with the bank. This is a very
important finding because this shows the effort Kotak Bank puts in
providing their customers a superior service has not gone waste.
More than half of the total respondents (52%) say that they are
somewhat satisfied with the overall service of the Bank. About 30%
of the total respondents say that they are Very Satisfied with
their Overall Experience with the Bank.
Hence about 82% of the Respondents are Satisfied with their
Overall Experience with the Bank.
The study is showing a very good Overall Satisfaction Level by
the Account holders
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Banks are institutions which are backed up by a large amount of
capital; todays Banks are spending a huge amount of money on
technology, improvement in infrastructure, etc. But even today the
most lasting impact about any Bank comes from the customers
experience with the Bank Staff.
Any paining experience can have a lasting impact on the mind of the
customer, this can force him to change Banks or even discourage
others from joining the Bank. Hence Banks should train their
employees to maintain good relations and be cooperative with the
customers.
From the results of the findings we can see that Kotak Mahindra Bank
has been successful in marinating a high level of customer
satisfaction with the employees. Only 4% of the total respondents
included in the study were dissatisfied.
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SATISFACTION LEVEL WITH BANKING HOURS (10 am
to 7 pm)
From the analysis of the data that has been collected from Kotak
Mahindra Bank Account holders we can see that majority of the
respondents are satisfied with the Average Banking Hours.
The respondents who are Somewhat Satisfied with the Banking
Hours consist of 44% of the total, while 28% of the total respondents
studied say that they are Very Satisfied. In all 72% of the total
respondents are satisfied with the Banking Hours of Kotak Mahindra
Bank.
The respondents who are neither Satisfied nor Dissatisfied consist of
20% of total number studied, while 8% of the respondents are
somewhat dissatisfied.
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THE RESULTS OF A GENERAL SURVEY WHICH WAS
CONDUCTED ON10 DIFFERENT BANKS IS AS
FOLLOWS
BANKS STUDIED
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MOST IMPORTANT QUALITY IN A BANK
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solve the various problems of the Account holders. The percentage of
respondents favoring Staff quality as most important was 26% of the
entire sample size.
The most frequent point of interaction with the Bank is ATM facility,
the Account holders whether in Private/Foreign sector or the
Government sector have been provided with ATM facility by their
respective Banks. To judge the performance level of any Bank today
it is crucial that the ATM service of the Bank be studied, this includes
not only the number of ATM machines installed by the Bank , but also
how technologically advanced the machines are (number of
transaction that can be done with the ATM Facility), the effort Bank
undertakes to maintain the machines and also the overall experience
of the Account holder with the service.
The percentage of respondent considering the ATM service as most
important were 12% of the total sample size.
But from the respondents who were questioned none of them said
that the Dcor/Ambience of the Bank Branch was most
important. On further Questioning it was revealed that they did want
well-maintained Branches/Other Bank Interaction points but this was
not the most important aspect.
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PRIVATE BANKS PROVIDE SUPERIOR SERVICES
COMPARED TO GOVERNMENT BANKS?
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Private sector Banks are much more proactive when it comes to
offering its customers new-age methods of Banking like ATM
Facility , Internet Banking , Phone Banking, These services make the
life of Account holders much easier.
Overall the result of this question very clearly states that people
consider the service level of Private Banks much higher than
Government Banks as 79% of the respondents agree and only
21% of the respondents disagree.
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FINDINGS
71
GENERAL FINDINGS
72
RECOMMENDATIONS &SUGGESTIONS
73
1. The Bank prides itself with the ability to provide differentiate
products in the crowed market of saving accounts. Bank offers the
free home baking, special co-branded debit cards (Smart fill Debit
Card) which makes its product unique.
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4. The Debit Cards provided by the Bank are Internationally
Accepted around the world, hence giving the customers the
convenience to transact anytime, anywhere.
5. The Bank has tied up with other Banks so that its customers can
use other Banks ATM facility for free transactions
6. The Bank also provides DEMAT account and also sells Mutual
Funds, this provides the Bank and Government additional
revenue.
9. The Biggest competitors of the Bank are ICICI Bank and HDFC
Bank and STANDRAD CHARTERED.
14. ATM Facility is most popular way to transact with the Bank.
15. Overall the customers appreciate the service and products offered by
the Bank and are willing to recommend the Bank to their
acquaintances , But more attention has to paid towards:
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Increasing the number of ATM machines.
CONCLUSION
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CONCLUSION
12. Aims to serve all classes of the society from the salaried middle
class to the high income business class.
Customers are categorized and segmented according to their
requirements and needs.
For Example, the EDGE Saving Account aims to serve middle
class customers so minimum balance required to be maintained is
Rs. 10000. While the PRO and ACE Saving Accounts are targeted
at high income customers, the minimum balance requirement is
Rs. 20000 and Rs. 75000.
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13. Customers who are more profitable to the Bank (High Value
Customers) are provided special facilities. Priority Banking is
meant to serve these high value customers.
.QUESTIONNAIRE
NAME ___________________________________________
ADDRESS ________________________________________
AGE
Below 25 years 25 to 40 40 to 55 Above 55 years
OCCUPATION
Business Professional Service Student Others
ANNUAL INCOME
Less than 1.5 Lakh 1.5 Lakh to 3 Lakh 3 Lakh to 4.5 Lakh
above 5 Lakh
Yes No
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3. Out of the above accounts which do you use most
frequently _________________________
Land/Property
Jewellery
Yes No
6. How many times a week does you use your ATM/Debit Card?
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More than 4 time a week
Visit Branch
ATM
Phone Banking
Drop Box
Internet Banking
Yes No
9. Do you agree with the view that your money would be safer in a
nationalized bank rather than a foreign bank?
Strongly Agree
Agree
Neither Agree nor Disagree
Disagree
Strongly Disagree
10. Are you influenced by advertisements in your choice of bank?
Yes No
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11. Do additional schemes/benefits (free insurance, free debit card,
privileges/discounts on use of debit card, etc.) offered by banks
have a bearing on your decision when you open a saving bank
account?
Yes No
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BIBLIOGRAPHY
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