A PROJECT REPORT ON

Customer Relationship Management for Modern Retail Banking In Kotak Mahindra Bank, Jaipur Rajasthan
For Partial Fulfillments of Master In Marketing Management SUBMITTED To University Of Pune SUBMITTED By Vikas Godara

SURYADATTA INSTITUTE OF MANAGEMENT & INFORMATION RESEARCH *2006-2008*

DECLASRATION

Practical and theory are the two expects of management courses education. The practical training is the domain of management courses is of vital importance, it exposes the potential manager towards the actual situation and huge insert into, what practically is going on inside the manufacturing and service industries in India, in fact it is as implementation of theory in practice, which is life fore of management. I hereby declare that two months practical training in Kotak Mahindra Bank, Jaipur, had done by me under the guidance of Mrs. Swati Singh (Branch Manager). The management of the company offered me and excellent learning situation.

(Vikas Godara)

ACKNOWLEDGEMENT
First of all, I sincerely thank Mrs. Swati Singh, Branch Manager Kotak Mahindra Bank, for availing me the opportunity to carry out my Summer Bank, Training project at his esteemed bank branch there by giving me a chance to look more closely into the field of my interest. This report is result of efforts put in by many people who contributed to it by offering valuable suggestions, encouraging advises, constructive criticism and proper guidance. Their support and surveillance through out the project stand out as beacon of inspiration to us. I am thankful to our project guide Ms. Gurleen Arora, for offering valuable suggestions, encouraging advices, constructive criticism and proper guidance. Thanks to our Director and President Prof Dr. S. B. Chordiya to give this opportunity to learn in corporate environment that will help us in our future. I am very thankful to suryadatta institute of management and information research and all of those persons who directly or indirectly helped me during the project. Best wishes of my parents were guiding star through out the project.

(VIKAS GODARA)

Executive Summary
This project work is conducted in order to collect the information of Customer Relationship Management for Modern Retail Banking the main motive of the survey is to study about the relationship with customers and banking services. This information is gathered from industrial area as well as residential area of Jaipur. Through this project I have to do the work for the company in order to promote banking services. Primary objective of the project is to collect the information about banking services and customer relationship in city. During my survey I have to make aware businessmen and govt. servants about the banking services. In my research work the data was collected through the observation method and by interview. I prepared different questions for my study. The objective of the project is to collect and distribute the information related to banking services. I have also collected information about how the customers are connected to banking services.

INDEX 1. Introduction 2. Objectives 3. Scope of study 4. Company Profile 5. Theoretical Background 6. Research Methodology 7. Data Interpretation and Analysis 8. Findings 9. Suggestions 10. Limitations 11. Conclusion Bibliography Annexure ______ 5 to 6. 7. 8 to 10. 11 to 43. 44 to 49. 50 to 51. 52 to 60. 61 to 62. 63 to 64. 65. 66. 67. 68 to 69.

INTRODUCTION Banking in a traditional sense is the business of accepting deposits of money from public for the purpose of lending and investments. These deposits can have a distinct feature of being withdrawal by cheques, which no other financial institution can offer. In addition, banks also offer various other financial services, which includes-

6. Issuing Demand Draft and Travelers Cheques 7. Credit Card 8. Collection of Cheques, Bills of Exchange 9. Safe Deposit Lockers 10. Issuing Letters of Credit and Letters of Guarantee 10.Issuing 11. Sale and Purchases of Foreign Exchange 11.Sale 12. Custodial Services 12.Custodial 13. Investment and Insurance services 13.Investment The business of banking is highly regulated since banks deal with money offered to them by the public and ensuring the safety of this public money is one of the prime responsibilities of any bank. That is why banks are expected to be prudent in their lending and investment activities. Every bank has Compliance department, which is responsible to ensure that all the services offered by the banks and the processes followed are in compliance with the local regulation and the banks corporate policies: 14. Banking Regulation Act, 1949 14.Banking 15. Foreign Exchange Management Act, 1999 15.Foreign 16. Indian Contract Act, 1872 16.Indian 17. Negotiable Instrument Act, 1881 17.Negotiable Banks lend money either for productive purposes to individuals, firm corporate etc. or for buying house property, cars and other durable and for investment purposes to individuals and others. However banks do not finance any speculative activity. Lending is risk taking; having prudent norms for lending should cover the risk. The depositors of banks are also assured of their money by deploying some percentage of deposits in statutory reserve like SLR and CRR.

BANKING INDUSTRY IN INDIA

Banking in India has its origin as early as the Vedic period. It is believed that the transition from money lending to banking must have occurred even before Manu. The great Hindu Jurist, who has devoted a section of his work to deposits and advances and lay down rules relating to rate of interest. During the Mogul period, the indigenous banker played a very important role in lending money and financing foreign trade and commerce. During the days of the East India Company it was the turn of the agency houses to carry

on the banking business. The General Bank of India was the first joint Stock Bank to be established in the year 1786. The others, which followed, were the Bank of Hindustan and Bengal Bank. The bank of Hindustan is reported to have continued till 1906 while the other two failed in the meantime. In the first half of the 19th century of East India Company establish three banks; The Bank of Bengal in 1809, the Bank of Bombay in 1840 and the bank of madras in 1843. These three banks also known as presidency Bank were independent units and functioned well. These three banks were amalgamated on 27th January 1921. With the passing of the State Bank of India Act in 1955 the Reserve Bank of India Act 1934. In the wake of the Swadeshi Movement, a number of bank with Indian management were establish in the country namely, Punjab National Bank Ltd., Bank of India Ltd., the Central Bank of India Ltd., Indian Bank Ltd., the Bank of Baroda Ltd., and the Central Bank of India Ltd. On July 19, 1969 fourteen major banks of the Country were nationalized & in 15th April 1980 six more commercial private sector banks were also taken over by the Government.

OBJECTIVES
18. To understand the banking relationship of organizations with their 18.To existing banker. 19. To get the information about the existing banking products. 19.To 20. To generate the business by generating new leads from existing 20.To customers and other sources. 21. To identify the customer expectation & opinion for building a long21.To term relationship. 22. To find out the market share of different retail banking services of 22.To various banks. 23. To inform about new services to the existing customers as well as new 23.To customers. 24. To know the major area from where the fund is coming. 24.To

SCOPE OF STUDY Organization point of view Researcher point of view

Organization point of view

Kotak Mahindra Bank is a new name in Jaipur market deals with retail banking services like saving account, current account, mutual funds, Kotak flexi plans and credit access etc. Jaipur is developing in leaps and bounds and huge number of residential projects of high budget and many companies are coming up. There are huge numbers of prospects for banking services which will prove beneficial from the companys point of view in expanding or diversifying its products according to the class & preferences of the people in Jaipur city. 25. Jaipur is a rapid developing area in construction business and many 25.Jaipur Residential Projects are going on and also coming in near future. 26. Various high budget projects are coming in Jaipur city so their banking 26.Various needs are different so to know what all their needs are their and accordingly product should be designed. 27. Kotak has huge prospects / potential customers to trap in the Jaipur market 27.Kotak and has a wide scope in this city to diversify its business unit.

Researchers point of view

The survey was conducted amongst the leading industrialists, charted accountants, service persons and businessmen in Jaipur for awareness of banking services. This project helped in gaining knowledge in marketing field. 28. This project helped as medium to have direct contact in the market and meet 28.This the customers. 29. Theoretical knowledge substituted with practical exposure helped in gaining 29.Theoretical an in depth knowledge about the subject matter. 30. This project helped in understanding the prospective of customers, their 30.This behavour and requirements. 31. These projects helped in gaining market condition mean which type of 31.These services sold by various banks.

COMPANY PROFILE

32.Company Introduction 32.Company 33.Organizational Chart 33.Organizational Product ProfileCompany Profile ProfileCompany
VISION STATEMENT:

34. The global Indian financial services brand: 34.The Banks costumers will enjoy the benefits of dealing with a global Indian brand that best understand their needs and delivers customized pragmatic solutions across multiple platforms. Bank will be a world-class Indian financial services group. Its technology and best practices will be benchmarked along international lines while their understanding of customers will be uniquely Indian. Bank will be more than a repository of its customers savings. Bank, the group, will be a single window to every financial service in costumers universe.
35. The most preferred employer in financial services:

A culture of empowerment and a spirit of enterprise attracts bright mind with an entrepreneurial streak to join bank and stay with them. Working with a home-grown, professionally-managed company, which has partnerships with international leader, gives customer a perspective that is universal as

well as unique.
36. The most trusted financial services company: The bank will create

an ethos of trust across all their constituents. Adhering to high standards of compliance and cooperate governance will be an integral part of building trust.
37. Value creation: Value creation rather than size will be their business

driver.

KOTAK MAHINDRA GROUP is one of India's leading financial institutions, offering complete financial solutions that encompass every sphere of life. From commercial banking, to stock broking, to mutual funds, to life insurance, to investment banking, the group caters to the financial needs of individuals and corporate. The group has a net worth of around Rs.3380 crore and employs over 9800 employees in its various businesses. With a presence in 100 cities in India and offices in New York, London, Dubai and Mauritius, it provides services to a customer base of over 2.9 million. Kotak Mahindra has international partnerships with Goldman Sachs (one of the world's largest investment banks and brokerage firms), Ford Credit (one of the world's largest dedicated automobile financiers) and Old Mutual (a large insurance, banking and asset management conglomerate).
THE JOURNEY SO FAR...

HISTORY OF GROUP:
The Kotak Mahindra Group was born in 1985 as Kotak Capital Management Finance Limited. Mr.Uday Kotak, Sidney A. A. Pinto and Kotak & Company promoted this company. Industrialists Harish Mahindra and Anand Mahindra took a stake in 1986, and that's when the company changed its name to Kotak Mahindra Finance Limited. Since then it's been a steady and confident journey to growth and success. 198 6 199 1 Kotak Mahindra Finance Limited starts the activity of Bill Discounting. The Investment Banking Division is started. Takes over FICOM, one of Indias largest financial retail marketing networks

199 5

Brokerage and Distribution businesses incorporated into a separate company - Kotak Securities. Investment Banking division incorporated into a separate company Kotak Mahindra Capital Company. 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. Enters the Mutual Fund market with the launch of Kotak Mahindra Asset Management Company 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. Finance limited converts to a commercial bank-the first Indian company to do so. Launches India growth fund, a private equity fund. Kotak group realigns joint venture in ford credit. Buys Kotak Mahindra Prime (formerly known as KM Primus Limited) and sells Ford Credit Kotak Mahindra Launches a real estate fund. Bought the 25% stake held by Goldman Sachs in Kotak Mahindra Capital and Kotak Securities.

199 6

199 8 200 0

200 3 200 4 200 5

200 6

About Kotak Mahindra Bank

Kotak Mahindra Bank is the flagship company of the group .The company was incorporated in 1985 and over the years has spread its business into the entire spectrum of financial services, either directly or through subsidiaries creating banking history Established in 1984, The Kotak Mahindra group has long been one of India's most reputed financial organizations. In February 2003, Kotak Mahindra Finance Ltd, the group's 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 Finance company in India to be converted to a bank. The complete bank At Kotak Mahindra Bank, bank address the entire spectrum of financial needs for individuals and corporate. From Retail Finance to Equities, Mutual Funds to Life Insurance and Investment Banking, Bank have the products, the experience, the infrastructure and most importantly the commitment to deliver pragmatic, end-to-end solutions. A license authorizing the bank to carry on banking business has been obtained from the Reserve Bank of India in terms of Section 22 if the Banking Regulation Act, 1949. It must be distinctly understood, however, that in issuing the license, the Reserve Bank of India does not undertake any

responsibility for the financial soundness of the bank or the correctness of any of the statements made or opinion expressed in this connection. Kotak Mahindra Bank opens first branch of Rajasthan in Jaipur to offer personalized investment and other services to the customers. (September 23, 2004) Kotak Mahindra Bank, which offers complete practical financial solutions, opened its first full-fledged retail-banking branch in Shri Krishna Tower, Sardar Patel Marg, C-scheme, and Jaipur. Mr. Uday Kotak, Executive ViceChairman and Managing Director of the Bank inaugurated the branch at Jaipur.

Board of Directors.
Dr. Shankar Acharya (Chairman ) Chairman) Mr. Uday Kotak Executive Vice Chairman and Managing Director. Director.

Organizational Chart Of Kotak Mahindra Bank

CE O

M . D.

V .P . A .V . P . A .V .P .

B .M .

B .M .

AS S.B. M .

A S S .B .M .

AS S.B. M .

S.M .

A S S . S .M .

Product Detail
MAIN RETAIL BANKING SERVICES: Deposits 38. Current Account 38.Current 39. Savings Account 39.Savings 40. Term Deposits 40.Term Investment Services 41. Demat 41.Demat 42. Mutual Funds 42.Mutual 43. Bank assurance 43.Bank Convenience Banking 44. Net Banking 44.Net 45. Phone Banking 45.Phone 46. Home Banking 46.Home 47. ATM Network 47.ATM 48. Global Debit Card 48.Global 49. Mobile Banking & Alerts 49.Mobile Loans 50. Personal Loans 50.Personal 51. Home Finance 51.Home

CURRENT ACCOUNT

Basically a current account is opened for artificially created entity. This artificially created entity can be a firm, sole proprietorship, association, partnership or any thing else. Interest is also paid on the current account. Tools for opening of the Current accounts Walk in: - There was a huge number of walk in customers in KMB, we use to open their current accounts References: - References were being collected from the leads which we were having and from other sources like Chartered Accountants, Relatives, Friends etc. Cold Calls: - This refers to the telephonic call, which we use to make; we use to take appointment before approaching the person. Hot calls: - This refers to the direct face-to-face calls, which we use to make without taking any prior appointments. Databases: - The various databases provided by the KMB itself, which includes directories, yellow pages, club directories, etc.

Procedure of opening of the account is as follows

52. Preparing the proposal 52.Preparing 53. Meeting to the Financial advisor of that office and giving him the 53.Meeting proposal , telling him the benefits, which the firm will be getting after opening its account in bank. 54. Seeking permission of opening of account. 54.Seeking 55. Meeting to the owner of the firm/company 55.Meeting 56. Filling up the forms and completing the necessary Documentation. 56.Filling

KMB and Current Account

Kotak Bank has various current accounts to match different needs of the businessman. All these account are designed to suit the various need of the

businessman. Types of Current Account at KMB 57. Kotak Edge Current Account 57.Kotak 58. Kotak Pro Current Account 58.Kotak 59. Kotak Ace Current Account 59.Kotak

Kotak Edge Current Account

Features 60. Attractive Returns 60.Attractive 61. Business Advantages 61.Business 62. Convenience Banking . Banking. Everyone needs a well-equipped bank account to keep pace with the business endeavors. Kotak Mahindra Bank offers the Kotak Edge Current Account, armed with Kotak 2-Way Sweep and entire gamut of banking privileges, providing the extra edge to get ahead. The feature rich Kotak Edge Current Account is the ideal way to make money work harder. ATTRACTIVE RETURNS: Kotak Edge Current Account combines liquidity of a Current account with the attractive returns of a Term Deposits through the unique Kotak 2-Way Sweep. KOTAK ADVANTAGES Experience the edge of business gains while banking through a host of advantages offered by Kotak Edge Current Account. Free Demand Drafts Avail Demand Drafts, free of cost, payable at any of the branch locations, just by calling Phone Banking services. There is no limit to the number/value of Demand Drafts drawn by the customer at these locations

Free Home Banking For free cash/demand draft delivery, dial phone banking service and enjoy time saving banking experience from the comfort of home or office. The customer can also use the facility for free cash/cheque pickup. Free At par Cheques Kotak Mahindra Banks At-par cheques are treated as local clearing cheques across select locations in the country. The At-par cheque facility comes to the customer free of charge. The customer can now save DD making charges while enjoying the convenience of a cheque. Free Cheque Collections Outstation cheques, drawn on any of the branch locations, would be collected free of charge for the account holder. Only a nominal charge is levied for non-branch location. Free Electronic Fund Transfer Transfer funds to third party accounts in other banks, without drawing a Demand Draft or a cheque, by using Electronic Transfer facility. With this facility ,the accountholder can save on Demand Draft making/couriering charges and also transfer funds faster. Overdraft against Term Deposit As a Kotak Edge Current accountholder, you can avail an overdraft against Term Deposit held with KMB. This facility helps effectively tackle shortterm cash flow problems and since the Term Deposits remains intact, the accountholder continue to earn interest on the investment. CONVENIENCE BANKING A host of convenience banking facilities allows the accountholder to access account anytime, anywhere. Global Debit Card

Access the account free of cost at VISA ATMs by using the VISA Global Debit Card. The account holder can also use Debit Card at all VISA affiliated merchant establishments and ATMs worldwide. Phone Banking Dial 24 hour Toll Free number 1800 116022 (North India) OR (Rest of India) from anywhere and customer Care Officer will help instantly with all banking requirements. Net Banking Just log on to www.kotak.com to access Net banking facility. Take advantage of the Internet to bank from home, office or anywhere in the world at a time of convenience. At-Home Services This service enables the accountholder to make utility Bill payments like electricity, telephone and mobile phone bills and also get cash delivery and pickup from the bank. Mobile Banking Use this service to access bank account anywhere, anytime. It is quick and easy, available to the accountholder 24X7 and its absolutely free. The accountholder dont have to pay any charge to avail this service. The account holder can use Mobile Banking to check account balance, last 3 transactions details, issued cheque status and request a cheque book. The customer can use Alerts Service to get Alerts by SMS and/or email whenever the balance falls below the Average Quarterly Balance or a Standing Instruction set by the account holder fails.

Eligibility Criteria
These current accounts are offered to Sole Proprietorships, Partnerships and Private Limited Companies. Companies.

To be eligibleeligibleEdge Account customers need to maintain a minimum average quarterly balance of Rs.25000. Non-maintenance of this balance invites a fee of Rs.750 per quarter.

Documentation Criteria
Account Opening Requirements: Requirements: 63. Completed Account Opening Form 63.Completed 64. Passport size photograph of every signatory duly signed 64.Passport 65. PAN card 65.PAN 66. Address Proof document 66.Address 67. Identity card 67.Identity Additional documents required: Partnerships: Partnership Deed Limited Company: Memorandum and Articles, Board Resolution,

Kotak Pro Current Account

Features 68. Attractive Returns 68.Attractive 69. Business Advantages 69.Business 70. Pro Privileges 70.Pro 71. Convenience Banking. 71.Convenience Everyone needs a well-equipped bank account to keep pace with the business endeavors. Kotak Mahindra Bank offers the Kotak Pro Current Account, armed with Kotak 2-Way Sweep and entire gamut of banking privileges and user friendly Convenience Banking facilities. The feature rich Kotak Pro Current Account is the ideal way to make money work

harder.

ATTRACTIVE RETURNS: Kotak Pro Current Account combines liquidity of a Current account with the attractive returns of a Term Deposits through the unique Kotak 2-Way Sweep. BUSINESS ADVANTAGES: The host of features offered by Kotak Pro Current Account makes money to work while offering Convenient Banking experience. Free Demand Drafts Avail Demand Drafts, free of cost, payable at any of the branch locations, just by calling Phone Banking services. There is no limit to the number/value of Demand Drafts drawn by the customer at these locations. Whats more, the customer can avail free DDs upto a pre-specified limit, at non-branch locations too. Free Cheque Collections Outstation cheques, drawn on any of the branch locations, would be collected free of charge for the account holder. Only a nominal charge is levied for non-branch location. Free Home Banking For free cash/demand draft delivery, dial phone banking service and enjoy time saving banking experience from the comfort of home or office. The customer can also use the facility for free cash/cheque pickup. Free At par Cheques

Kotak Mahindra Banks At-par cheques are treated as local clearing cheques across select locations in the country. The At-par cheque facility comes to the customer free of charge. The customer can now save DD making charges while enjoying the convenience of a cheque. Free Electronic Fund Transfer Transfer funds to third party accounts in other banks, without drawing a Demand Draft or a cheque, by using Electronic Transfer facility. With this facility ,the accountholder can save on Demand Draft making/couriering charges and also transfer funds faster.

PRO PRIVILAGE Kotak Pro Savings account comes with special privileges that provide an extra fillip to banking experience. Family Savings Account Kotak Pro Savings package entitles a Family Savings Account. This account comes with a host of benefits like Kotak 2-Way Sweep, At-par cheque facility and other beneficial features. So now, even dear ones of the accountholder can enjoy the banking. Free Cheque Pick-up The accountholder can avail the added benefit of a free cheque pick up service. This service enables to have cheques and documents picked up from the doorstep on a daily basis, helping the accountholder to devote more time and energy to business Free At-Home Services This service enables the accountholder to make utility Bill payments like electricity, telephone and mobile phone bills and also get cash delivery and pickup from the bank.

CONVENIENCE BANKING A host of convenience banking facilities allows the accountholder to access account anytime, anywhere. Global Debit Card Access the account free of cost at VISA ATMs by using the VISA Global Debit Card. The account holder can also use Debit Card at all VISA affiliated merchant establishments and ATMs worldwide. Phone Banking Dial 24 hour Toll Free number 1800 116022 (North India) OR (Rest of India) from anywhere and customer Care Officer will help instantly with all banking requirements. Net Banking Just log on to www.kotak.com to access Net banking facility. Take advantage of the Internet to bank from home, office or anywhere in the world at a time of convenience. Mobile Banking Use this service to access bank account anywhere, anytime. It is quick and easy, available to the accountholder 24X7 and its absolutely free. The accountholder dont have to pay any charge to avail this service. The account holder can use Mobile Banking to check account balance, last 3 transactions details, issued cheque status and request a cheque book. The customer can use Alerts Service to get Alerts by SMS and/or email whenever the balance falls below the Average Quarterly Balance or a Standing Instruction set by the account holder fails or the accountholder can even ask for account balance to be sent on a daily basis or weekly basis.

Eligibility Criteria
These current accounts are offered to Partnerships and Private Limited Companies. Sole Proprietorships,

To be eligiblePro Account customers need to maintain a minimum average quarterly balance of Rs.50000. Non-maintenance of this balance invites a fee of Rs.750 per quarter.

Documentation Criteria
Account Opening Requirements: Requirements: 72. Completed Account Opening Form 72.Completed 73. Passport size photograph of every signatory duly signed 73.Passport 74. PAN card 74.PAN 75. Address Proof document 75.Address 76. Identity card 76.Identity Additional documents required: Partnerships: Partnership Deed Limited Company: Memorandum and Articles, Board Resolution,

Kotak Ace Current Account

Features 77. Attractive Returns 77.Attractive 78. Business Advantages 78.Business 79. Ace Privileges 79.Ace 80. Convenience Banking . Banking. ATTRACTIVE RETURNS: Kotak Ace Current Account combines liquidity of a current account with the attractive returns of a Term Deposits through the unique Kotak 2-Way Sweep.

KOTAK ADVANTAGES Ace current Account comes with a host of advantages that are aimed at providing superior banking experience.

Free Demand Drafts Avail Demand Drafts, free of cost, payable at any of the branch locations, just by calling Phone Banking services. There is no limit to the number/value of Demand Drafts drawn by the customer at these locations. Whats more, the customer can avail free DDs up to a pre-specified limit, at non-branch locations too. Free Cheque Collections Outstation cheques, drawn on any of the branch locations, would be collected free of charge for the account holder. Only a nominal charge is levied for non-branch location. Interest on balance In this account the account holder receive the interest of fix deposit on a particular amount limit. Free Home Banking For free cash/demand draft delivery, dial phone-banking service and enjoy time saving banking experience from the comfort of home or office. The customer can also use the facility for free cash/cheque pickup. Free At par Cheques Kotak Mahindra Banks At-par cheques are treated as local clearing cheques across select locations in the country. The At-par cheque facility comes to the customer free of charge. The customer can now save DD making charges while enjoying the convenience of a cheque. Free Electronic Fund Transfer

Transfer funds to third party accounts in other banks, without drawing a Demand Draft or a cheque, by using Electronic Transfer facility. With this facility ,the accountholder can save on Demand Draft making/couriering charges and also transfer funds faster. Overdraft against Term Deposit As a Kotak Ace Current accountholder, you can avail an overdraft against Term Deposit held with KMB. This facility helps effectively tackle shortterm cash flow problems and since the Term Deposits remains intact, the accountholder continue to earn interest on the investment. ACE PRIVILAGES Ace account has been designed with exclusive benefits that give an extra fillip to banking. Free Cheque Pick-up The accountholder can avail the added benefit of a free cheque pick up service. This service enables to have cheques and documents picked up from the doorstep on a daily basis, helping the accountholder to devote more time and energy to business Free Demat Account As an Ace Current Account customer, the accountholder can open a Demat Account with Kotak bank free of charge. Even the annual charges towards the Demat account are waived off. Family Savings Account Ace account allows extending the Kotak banking experience with 3 family savings accounts. The family savings account comes with a host of benefits like Kotak 2-Way Sweep, At-par Cheque facility and other attractive features. Free Trading Account

Kotak Ace savings account customer can avail a free Trading account with Kotak Securities, giving access to online trading through Kotaksecurities.com. And with Payment Gateway facility ,the accountholder can pay trading bills online from bank account directly. Free Investment Account Avail a free investment account that provides a consolidated view of all the investments. The Investment account statement gives a single window view of Mutual Fund portfolio, listing the NAV of each scheme invested into, current consolidated value of portfolio, and realized/unrealized returns against each investment made. Personal Investment Advisor To identify and analyze the specific investment requirements, KMB provide a dedicated Personal Investment Advisor. This person alerts the customer of investment opportunities, sends regular updates and feedback on the performance of the investments, helping for monitor, manage and grow wealth in the ever fluid investment climate. CONVENIENCE BANKING A host of convenience banking facility allows the accountholder to access account anytime, anywhere. Global Debit Card Free Access the account free of cost at VISA ATMs by using the VISA Global Debit Card. The account holder can also use Debit Card at all VISA affiliated merchant establishments and ATMs worldwide. Phone Banking Dial 24 hour Toll Free number 1800 116022 (North India) OR (Rest of India) from anywhere and customer Care Officer will help instantly with all banking requirements.

Net Banking Just log on to www.kotak.com to access Net banking facility. Take advantage of the Internet to bank from home, office or anywhere in the world at a time of convenience. At-Home Services This service enables the accountholder to make utility Bill payments like electricity, telephone and mobile phone bills and also get document delivery and pickup from the bank. Mobile Banking Use this service to access bank account anywhere, anytime. It is quick and easy, available to the accountholder 24X7 and its absolutely free. The accountholder dont have to pay any charge to avail this service. The account holder can use Mobile Banking to check account balance, last 3 transactions details, issued cheque status and request a cheque book. The customer can use Alerts Service to get Alerts by SMS and/or email whenever the balance falls below the Average Quarterly Balance or a Standing Instruction set by the account holder fails or the accountholder can even ask for account balance to be sent on a daily basis or weekly basis.

Eligibility Criteria
These current accounts are offered to Sole Proprietorships, Partnerships and Private Limited Companies. To be eligibleAce Account customers need to maintain a minimum average quarterly balance of Rs.250000. Non-maintenance of this balance invites a fee of Rs 750 per quarter.

Documentation Criteria

Account Opening Requirements: Requirements: 81. Completed Account Opening Form 81.Completed 82. Passport size photograph of every signatory duly signed 82.Passport 83. PAN card 83.PAN 84. Address Proof document 84.Address 85. Identity card 85.Identity Additional documents required: Partnerships: Partnership Deed Limited Company: Memorandum and Articles, Board Resolution, List of Directors

SAVING ACCOUNTS 86.Kotak Edge Saving Account 86.Kotak 87.Kotak Pro Saving Account 87.Kotak 88.Kotak Ace Saving Account 88.Kotak Kotak Edge Saving Account
Features:89. Attractive Returns 89.Attractive 90. Kotak Advantages 90.Kotak 91. Convenience Banking. 91.Convenience Everyone needs a savings avenue that makes the most of their hard earned money. Kotak Mahindra Bank offers the Kotak Edge savings Account, armed with Kotak 2-Way Sweep and entire gamut of banking privileges. The feature rich Kotak Edge savings Account is the ideal way to make money work harder.

ATTRACTIVE RETURNS: Kotak Edge savings Account combines liquidity of a savings account with

the attractive returns of a Term Deposits through the unique Kotak 2-Way Sweep. 2-Way Sweep:2-Way Sweep ensures that the money never stops working by linking the savings account to a term deposit.
92. Attractive Returns: Funds above a pre-set limit in the saving account

are automatically swept into a Term Deposit account in units of Rs 10,000 and invested for a period of 181 days, allowing the customer to earn higher interest on the savings.
93. Maximum Liquidity : Should cash withdrawals and cheques issued Liquidity:

exceed the balance in the savings account, KMB make sure that the transactions are honored. KMB do that by sweeping the Term Deposits into the savings account in units of Rs 10000. And then too, it take care to transfer only the latest term deposits which ensures that the interest loss is minimized. The remaining amount in the term deposit account continues to earn higher interest at the original applicable rate. KMB levy no penalty for premature withdrawals from term deposits. KOTAK ADVANTAGES Experience the edge while banking through a host of advantages offered by Kotak Edge Savings Account.

Free Home Banking For free cash/demand draft delivery, dial phone banking service and enjoy time saving banking experience from the comfort of home or office. The customer can also use the facility for free cash/cheque pickup. Free At par Cheques Kotak Mahindra Banks At-par cheques are treated as local clearing cheques across select locations in the country. The At-par cheque facility comes to the customer free of charge. The customer can now save DD

making charges while enjoying the convenience of a cheque. Free Cheque Collections Outstation cheques, drawn on any of the branch locations, would be collected free of charge for the account holder. Only a nominal charge is levied for non-branch location. Free Electronic Fund Transfer Transfer funds to third party accounts in other banks, without drawing a Demand Draft or a cheque, by using Electronic Transfer facility. With this facility ,the accountholder can save on Demand Draft making/couriering charges and also transfer funds faster. CONVENIENCE BANKING A host of convenience banking facilities allow the accountholder to access account anytime, anywhere. Global Debit Card Access the account free of cost at VISA ATMs by using the VISA Global Debit Card. The account holder can also use Debit Card at all VISA affiliated merchant establishments and ATMs worldwide. Phone Banking Dial 24 hour Toll Free number 1800 116022 (North India) OR (Rest of India) from anywhere and customer Care Officer will help instantly with all banking requirements. Net Banking Just log on to www.kotak.com to access Net banking facility. Take advantage of the Internet to bank from home, office or anywhere in the world at a time of convenience.

At-Home Services This service enables the accountholder to make utility Bill payments like electricity, telephone and mobile phone bills and also get cash delivery and pickup from the bank. Mobile Banking Use this service to access bank account anywhere, anytime. It is quick and easy, available to the accountholder 24X7 and its absolutely free. The accountholder dont have to pay any charge to avail this service. The account holder can use Mobile Banking to check account balance, last 3 transactions details, issued cheque status and request a cheque book. The customer can use Alerts Service to get Alerts by SMS and/or email whenever the balance falls below the Average Quarterly Balance or a Standing Instruction set by the account holder fails.

Kotak Pro Savings Account

Features:94. Attractive Returns 94.Attractive 95. Kotak Advantages 95.Kotak 96. Pro Privileges 96.Pro 97. Convenience Banking. 97.Convenience

Everyone needs a savings avenue that makes the most of their hard earned money. Kotak Mahindra Bank offers the Kotak Pro savings Account, armed with Kotak 2-Way Sweep and entire gamut of banking privileges and userfriendly Convenience Banking facilities. The feature rich Kotak Pro savings Account is the ideal way to make money work harder. ATTRACTIVE RETURNS:

Kotak Pro Savings Account combines liquidity of a savings account with the attractive returns of a Term Deposits through the unique Kotak 2-Way Sweep. KOTAK ADVANTAGES The host of features offered by Kotak Pro Savings Account makes money to work while offering Convenient Banking experience. Free Home Banking For free cash/demand draft delivery, dial phone banking service and enjoy time saving banking experience from the comfort of home or office. The customer can also use the facility for free cash/cheque pickup. Free At par Cheques Kotak Mahindra Banks At-par cheques are treated as local clearing cheques across select locations in the country. The At-par cheque facility comes to the customer free of charge. The customer can now save DD making charges while enjoying the convenience of a cheque.

Free Demand Drafts Avail Demand Drafts, free of cost, payable at any of the branch locations, just by calling Phone Banking services. There is no limit to the number/value of Demand Drafts drawn by the customer at these locations, Whats more, the customer can avail free DDs up to a pre-specified limit, at non-branch locations too. Free Cheque Collections Outstation cheques, drawn on any of the branch locations, would be

collected free of charge for the account holder. Only a nominal charge is levied for non-branch location. Free Electronic Fund Transfer Transfer funds to third party accounts in other banks, without drawing a Demand Draft or a cheque, by using Electronic Transfer facility. With this facility ,the accountholder can save on Demand Draft making/couriering charges and also transfer funds faster. PRO PRIVILAGE Kotak Pro Savings account comes with special privileges that provide an extra fillip to banking experience.

Family Savings Account Kotak Pro Savings package entitles a Family Savings Account. This account comes with a host of benefits like Kotak 2-Way Sweep, At-par cheque facility and other beneficial features. So now, even dear ones of the accountholder can enjoy the banking. Free At-Home Services This service enables the accountholder to make utility Bill payments like electricity, telephone and mobile phone bills and also get document delivery and pickup from the bank. CONVENIENCE BANKING A host of convenience banking facilities allow the accountholder to access account anytime, anywhere. Global Debit Card

Access the account free of cost at VISA ATMs by using the VISA Global Debit Card. The account holder can also use Debit Card at all VISA affiliated merchant establishments and ATMs worldwide. Phone Banking Dial 24 hour Toll Free number 1800 116022 (North India) OR (Rest of India) from anywhere and customer Care Officer will help instantly with all banking requirements. Net Banking Just log on to www.kotak.com to access Net banking facility. Take advantage of the Internet to bank from home, office or anywhere in the world at a time of convenience. Mobile Banking Use this service to access bank account anywhere, anytime. It is quick and easy, available to the accountholder 24X7 and its absolutely free. The accountholder dont have to pay any charge to avail this service. The account holder can use Mobile Banking to check account balance, last 3 transactions details, issued cheque status and request a cheque book. The customer can use Alerts Service to get Alerts by SMS and/or email whenever the balance falls below the Average Quarterly Balance or a Standing Instruction set by the account holder fails.

Kotak Ace Savings Account

Features:98. Attractive Returns 98.Attractive 99. Kotak Advantages 99.Kotak 100.Ace Privileges 100.Ace 101.Convenience Banking. 101.Convenience Everyone needs a savings avenue that makes the most of their hard earned money. Kotak Mahindra Bank offers the Kotak Ace savings Account, armed with Kotak 2-Way Sweep and entire gamut of banking privileges and user-

friendly Convenience Banking facilities. The feature rich Kotak Ace savings Account is the ideal way to make money work harder ATTRACTIVE RETURNS: Kotak Ace savings Account combines liquidity of a savings account with the attractive returns of a Term Deposits through the unique Kotak 2-Way Sweep. KOTAK ADVANTAGES Ace savings Account comes with a host of advantages that are aimed at providing superior banking experience.

Free Home Banking For free cash/demand draft delivery, dial phone banking service and enjoy time saving banking experience from the comfort of home or office. The customer can also use the facility for free cash/cheque pickup. Free At par Cheques Kotak Mahindra Banks At-par cheques are treated as local clearing cheques across select locations in the country. The At-par cheque facility comes to the customer free of charge. The customer can now save DD making charges while enjoying the convenience of a cheque. Free Demand Drafts Avail Demand Drafts, free of cost, payable at any of the branch locations, just by calling Phone Banking services. There is no limit to the number/value of Demand Drafts drawn by the customer at these locations. Whats more, the customer can avail free DDs up to a pre-specified limit, at non-branch locations too. Free Cheque Collections

Outstation cheques, drawn on any of the branch locations, would be collected free of charge for the account holder. Only a nominal charge is levied for non-branch location. Free Electronic Fund Transfer Transfer funds to third party accounts in other banks, without drawing a Demand Draft or a cheque, by using Electronic Transfer facility. With this facility ,the accountholder can save on Demand Draft making/couriering charges and also transfer funds faster.

Free At-Home Services This service enables the accountholder to make utility Bill payments like electricity, telephone and mobile phone bills and also get cash delivery and pickup from the bank. ACE PRIVILAGES Ace account has been designed with exclusive benefits that give an extra fillip to banking. Free Demat Account As an Ace Savings Account customer, the accountholder can open a Demat Account with Kotak bank free of charge. Even the annual charges towards the Demat account are waived off. Family Savings Account Ace account allows extending the Kotak banking experience with 3 family savings accounts. The family savings account comes with a host of benefits like Kotak 2-Way Sweep, At-par Cheque facility and other attractive features. Free Trading Account

Kotak Ace savings account customer can avail a free Trading account with Kotak Securities, giving access to online trading through Kotaksecurities.com. And with Payment Gateway facility ,the accountholder can pay trading bills online from bank account directly. Free Investment Account Avail a free investment account that provides a consolidated view of all the investments. The Investment account statement gives a single window view of Mutual Fund portfolio, listing the NAV of each scheme invested into, current consolidated value of portfolio, and realized/unrealized returns against each investment made. Personal Investment Advisor To identify and analyze the specific investment requirements, KMB provide a dedicated Personal Investment Advisor. This person alerts the customer of investment opportunities, sends regular updates and feedback on the performance of the investments, helping for monitor, manage and grow wealth in the ever fluid investment climate. CONVENIENCE BANKING A host of convenience banking facilities allow the accountholder to access account anytime, anywhere. Global Debit Card Free Access the account free of cost at 1000+ Kotak Mahindra Bank and HDFC Bank ATMs by using the VISA Global Debit Card. The accountholder can also use Debit Card at all VISA affiliated merchant establishments and ATMs worldwide. Phone Banking Dial 24 hour Toll Free number 1800 116022 (North India) OR (Rest of India) from anywhere and customer Care Officer will help instantly with all banking requirements. Net Banking Just log on to www.kotak.com to access Net banking facility. Take advantage of the Internet to bank from home, office or anywhere in the world at a time of convenience. Mobile Banking

Use this service to access bank account anywhere, anytime. It is quick and easy, available to the accountholder 24X7 and its absolutely free. The accountholder dont have to pay any charge to avail this service. The account holder can use Mobile Banking to check account balance, last 3 transactions details, issued cheque status and request a cheque book. The customer can use Alerts Service to get Alerts by SMS and/or email whenever the balance falls below the Average Quarterly Balance or a Standing Instruction set by the account holder fails or the accountholder can even ask for account balance to be sent on a daily basis or weekly basis.

THEORETICAL BACKGROUND
Customer relationship management (CRM) is developing into a major (CRM) element of corporate strategy for many organizations. CRM, also known by other terms such as relationship marketing and customer management, is concerned with creation, development and enhancement of individualized customer relationships with carefully targeted customers and customer groups resulting in maximizing their customer life time value. Industry leaders are now addressing how to transform their approach to customer management. A new form of cross-functional marketing, i.e. CRM is replacing narrow functionally based traditional marketing. The traditional approach marketing has been continuously questioned in recent years. This approach emphasized on the management of the key marketing mix elements such as product, price, promotion, and place within the functional context of the marketing department. The new CRM approach, while recognizing these key elements still need to be addressed, reflect the need to create an integrated cross functional which focus on marketing one which emphasizes keeping as well as winning customers. Thus the focus is shifting from customer acquisition to customer retention and ensuring the appropriate amount of time, money and managerial resources are directed towards these tasks. The adoption of CRM is being filled by a recognition that long-term relationship with customers is one of the most important assets of the organization and that information enabled systems must be developed that will give them customer ownership. Successful ownership will create competitive advantage, which result in improved customer retention and profitability for the company.

What is Customer Relationship Management?

102.It is a comprehensive approach that provides seamless coordination 102.It between sales, customer service, marketing and field support and other customer touching functions. CRM integrates people, process and technology to maximize relationship with all customers including e-customers, distribution channels and suppliers. 103.It is customer focused business strategy designed to optimize 103.It revenue, profitability and customer royalty. By implementing a CRM strategy, an organization can improve the business processes and technology solutions around selling and marketing and servicing functions across all customer touch (for example: web, e-mail, phone, fax, in- person). A primary objective of CRM is to provide the entire organization with a complete, 360 degree view of the customer, no matter where the information resides or where the customer touch point occurred. Today, many businesses manage different customer relationships with multiple information systems, which weaken customer service and ultimate reduce total sales potential. To realize the benefits of CRM, it is important to have an integrated solution across all customers information systems, tying together the front and front offices for a complete view of the customers in order to serve them better. Other benefits include: 104.The ability to provide faster response to customer inquiries. 104.The 105.Increase efficiency through automation. 105.Increase 106.Having a deeper knowledge of customers. 106.Having 107.Getting more marketing of cross selling opportunities. 107.Getting 108.Identifying the most profitable customers. 108.Identifying 109.Receiving the customer feedback that leads to new and improved 109.Receiving product and services. 110.Doing One to One marketing. 110.Doing Ownership of customer relationship provides exponentially greater rewards than differences in product, price, promotion or place of distribution could ever offer. All of these factors can even be mitigated if you can serve as the one stop provider that can identify. Quantify, and service customers need.

CUSTOMER RELATIONSHIP MANAGEMENT IN BANKING Banks Become Customer-Centric The post-liberalized banking sector in India has been witnessing spectacular changes. The major reasons for the recent radical changes in banking industrys portfolio are competition, consolidation, information technology and the need to be customer-centric. Banks could improve the profitability by adopting strategies like market segmentation, innovation, price bundling and relationship. Technology has a major role to play in retail banking, but its role is complementary to customer service initiatives. Due to increased financial market products like commercial paper and variety of financial instruments, big corporate clientele of several commercial banks have shifted their loyalty, and have been raising resources from the market directly and commercial banks have become more retail customer-centric by offering wide range of services. Banks have identified new customer segments like students, workingwomen, and high rich net worthy individuals. CUSTOMER RELATIONSHIP PROFITABILITY Regulated era has given assured profits to banks, but in the post deregulation period as margins are falling down substantially, banks are concentrating on customer relationships. Banking services can be divided into three categories: core services, facilitating services and supporting services. Core service is the reason for being in the market. Facilitating services are needed so that the core service can be used, and supporting services exactly discriminates the service package from the services of competitors. Customer relationship is the base on which the structure of retail banking will evolve. The cost to develop customer relationship is always higher than the revenue, But when the relationship grows new demands will appear and then the incremental revenue would be higher than incremental costs. Customer service delivery is vital for the success of banking operations. This

is not possible only through technology. Process consistency within and across service channels is paramount. Banks are increasingly making investment in a single type of process, rather investing in asset of processes that depends on human resource policies. DATA COLLECTION: Normally banks maintain their data bank, which is collected from various sources like Credit Card holders, Different Account Holders Primary data, Yellow pages, Directories. TELE CALLING: Once the data is collected then the telecallers call upon to these contacts and make the clients aware about various facilities provided by the banks. If the clients show their inclination then a appointment is fixed with these clients and the Relationship managers visit the clients. ROLE OF RELATIONSHIP MANAGER: This appointment is called as a LEAD. This lead is transferred to the relationship manager and the client is approached personally. Relationship manager explain the facilities provided and take note to the clients additional needs which can also be fulfilled by their services. If the client is convinced the lead converts in the customer form. CORPORATE BANKING: Relationship manager analyses the requirements of the customers and provide the best-suited product. Relationship manager explains the various investment options available in the market and give the customer the opportunity to select the option, which is suitable to him. PORTFOLIO MANAGEMENT: If the customer has invested then the role of the manager is to design his portfolio keeping in mind the risk and return factors. Portfolio manager provide these customer the requisite information about the investment opportunities available in the market according to the profile of the customer. HANDLING QUERIES: Frequent services and time to time updating of the market circumstances are shared with these customers. The relationship manager with the help of other officers clarifies their doubts and queries are handled with a special care.

SWOT ANALYSIS OF KMB:

Strengths: 111.Very fast growing bank of Rajasthan as well as of India. 111.Very 112.Track record of high growth and profitability. 112.Track 113.Strong financial background. 113.Strong 114.One of the biggest financial institutions before converting into bank. 114.One 115.Long experience of banking that is why it is called 20 years old new 115.Long bank. 116.Latest technology used by the bank. 116.Latest 117.Free Home Banking transaction facility. 117.Free 118.Very good database maintained by the bank, i.e., Banking Customer 118.Very Information Database. Weaknesses: 119.Low brand image. 119.Low 120.High average quarterly balance to be maintained by the costumer. 120.High 121.Only one branch and one ATM network in whole Rajasthan. 121.Only 122.Lack of coordination between different departments. 122.Lack 123.Lack of costumer awareness regarding services and bank because of 123.Lack low advertising. 124.Does not provide very important facilities like credit card facility, 124.Does cash credit limit facility.

Opportunities: 125.Opportunities of entering into major cities of Rajasthan like Kota, 125.Opportunities Ajmer, and Bikaner etc. 126.Scope of more ATM networks. 126.Scope 127.Opportunities to increase its costumer base in liabilities section by 127.Opportunities marketing their products on local television channels, fm, and hoardings. Threats: Threats:

128.Threats from nationalized banks. 128.Threats 129.Threats from private bank like ICICI, UTI, and HDFC because these 129.Threats banks open both savings and current account at a very nominal amount with some what similar services.

RESEARCH METHODOLOGY
Objective: To collect the detail about the customer relation and the potential customer for the bank service. Research Design: For defining research design we need to answer these questions: 130.What is a study about? 130.What The study is about the market of bank service and relation with customers. 131.Where will the study be carried out? 131.Where C scheme, V.K. industrial area, M.I. road, Jhalana Dungari and some residential area. 132.What type of data is required? 132.What Data collected should be numeric and theoretical. 133.What will be sample design? 133.What The sample size is 55 respondents. The respondents are randomly selected. 134.What technique of data collection will be use? 134.What Primary and secondary data will be collected. 135.How data will be analyse ? 135.How Data collected will be compare and then expressed in percentage Bar

and pie chart will be use for analysing.

Data Collection
No. of respondents: 55 respondents from the area like C scheme, Access the respondents: account free of cost at VISA ATMs by using the VISA Global Debit Card. The account holder can also use Debit Card at all VISA affiliated merchant establishments and ATMs worldwide. V.K.industrial area, M.I. road, Jhalana Dungari and some residential area.

DATA INTERPRETATION AND ANALYSIS

1.Most account holder banks :NO OF RESPONDENTS 12 8 5 5 4 5 3 3 5 5 PERCENTAG E 23% 15% 9% 9% 7% 9% 5% 5% 9% 9%

PAETICULAR SBBJ ICICI HDFC KOTAK MAHINDRA BANK IDBI BOB CTB PNB BOR OTHERS

SBBJ 9% 9% 5% 23% ICICI HDFC KOTAK IDBI 5% 9% 7% 9% 9% BOB 15% CTB PNB BOR OT HERS

136.23% respondents have their account in SBBJ. 137.15% respondents have their account in ICICI Bank. 138.9% respondents have their account in Kotak, HDFC & other

banks also like UCO Bank, Citi Bank , OBC etc. 139.7 % respondents have their account in IDBI. 139.7 2. Reason beyond the relationship with bank:Particulars Safety & convenience Past relationship Salary account Offers Others Number of Respondents 13 20 12 7 3 Percentage 24% 36% 22% 13% 5%

SAFETY & CONVENIENCE

13% 5% 24%

PAST RELATIONSHIP SALARY ACCOUNT

22% 36%

OFFERS OTHERS

140.36% of total respondents have their account cause of past 140.36% relationship. 141.24% of total respondents have their account cause of safety and 141.24% convenience. 142.22% of total respondents have their account cause of salary. 142.22% 143.13% of total respondents have their account cause of offers like high 143.13% interest rate and some extra benefits. 144.5% of total respondents have their account due to other reasons like 144.5% study and loan services.

3. Bank providing Home Banking facility :-

Particular Yes No

No of respondents 13 42

Percentage 24% 76%

24%
YES NO

76%

145.24% of total respondents are getting Home banking service from 145.24% their bank. 146.Remaining respondents are using basic banking services like branch 146.Remaining and ATM services.

4. Awareness of the following services provided by banks :Particular Auto sweep FD Investment advisory At par cheques Aware 13 6 30 Percentage 23% 11% 55% Availed 42 49 25 Percentage 77% 89% 45%

60 50 40 30 20 10 0 AUTO SW EEP FD INVESTMENT ADVISORY AT PAR CHEQUES AWARE AVAILED

147.55% of total respondents are aware about At Par Cheques service 147.55% and remaining 45% of respondents are not aware about this service. 148.23% of total respondents are aware about Auto Sweep FD service 148.23% and remaining are not aware about this facility. 149.11%of total respondents are aware about Investment Advisory 149.11%of service and remaining dont know about this service.

5. Awareness about Kotak Mahindra Bank and its services :Particular Yes No No of respondents 25 30 Percentage 45% 55%

45% YES 55% NO

150.55%of total respondents are not aware of bank and its services. 150.55%of 151.45% of total respondents are aware of bank and its services like Auto 151.45% TD Sweep and Interest rate in current account etc.

6. The banking services are using for :Particular Business within city From other cities of Raj. Business in other states Business in abroad For personal use No of respondents 20 11 8 2 14 Percentage 36% 25% 15% 4% 20%

business within city

25% 36%

from other cities of Raj. business in other states

4% 15% 20%

business in abroad for personal use

152.36% of total respondents have their account for operate the business 152.36% within Jaipur city. 153.25% of total respondents have their account for operate the business 153.25% from other cities of Rajasthan. 154.20% of total respondents have their account for operate the business 154.20% in other states also like Assam, Karnataka, Gujarat and Maharashtra etc. 155.4% of total respondents have their account for business in abroad. 155.4% 156.20% of total respondents have their account for personal use. 156.20%

7. Major fund comes from :-

Particular Within city Other cities of Raj. Other states Abroad

No of respondents 34 11 8 2

Percentage 61% 20% 15% 4%

15%

4%

within city othe r citie s of raj othe r states

20%

61%

abroad

157.61% of total fund comes from within the city area. 157.61% 158.20% of total fund comes from other cities of Rajasthan. 158.20% 159.15% of total fund comes from other states of India. 159.15% 160.Remaining 4% fund comes from abroad. 160.Remaining

8. Satisfaction with Kotak services:Particular Yes No No of respondents 4 1 Percentage 80% 20%

20%

Yes No

80%

161.80% of total Kotak customers are satisfied with its services. 161.80% 162.Remaining 20% of total kotaks customers are not satisfied with 162.Remaining its services like AQB maintaining and lack of branches.

FINDINGS
From the researcher point of view after the data analysis following of

the findings163.23% respondents have their account in SBBJ,15% respondents have

their account in ICICI Bank,9% respondents have their account in Kotak, HDFC & other banks also like UCO Bank, Citi Bank ,OBC. 164.36% of total respondents have their account cause of past 164.36% relationship, 24% of total respondents have their account cause of safety and convenience, 22% of total respondents have their account cause of salary, 13% of total respondents have their account cause of offers like high interest rate and some extra benefits, 5% of total respondents have their account due to other reasons like study and loan services. 165.24% of total respondents are getting Home banking service from 165.24% their bank, remaining respondents are using basic banking services like branch and ATM services. 166.55% of total respondents are aware about At Par Cheques service 166.55% and remaining 45% of respondents are not aware about this service, 23% of total respondents are aware about Auto Sweep FD service and remaining are not aware about this facility, 11%of total respondents are aware about Investment Advisory service and remaining dont know about this service. 167.55%of total respondents are not aware of bank and its services, 45% 167.55%of of total respondents are aware of bank and its services like Auto TD Sweep and Interest rate in current account etc.

168.36% of total respondents have their account for operate the business 168.36% within Jaipur city, 25% of total respondents have their account for operate the business from other cities of Rajasthan, 20% of total respondents have their account for operate the business in other states

also like Assam, Karnataka, Gujarat and Maharashtra etc. 169.61% of total fund comes from within the city area, 20% of total fund 169.61% comes from other cities of Rajasthan, 15% of total fund comes from other states of India. 170.80% of total Kotak customers are satisfied with its services 170.80%

SUGGESTIONS:
171.Kotak Mahindra Bank should chalk out some programs to create

general awareness regarding its presence and various services of the bank. More attention is required in distant located firms and caters the needs of those commercial areas.

172.Personal Marketing / Aggressive Marketing: Today is the era of

competition. In order to increase the banking network (in terms of clients and business volume) an aggressive approach is required. The bank should recruit more number of marketing personnel, so that they can cover the whole of the city. Personal marketing can be one of the methods or modes of taking people into confidence.

173.Promotional

campaign: - In the era of such stringent competitiveness one has to take care of promotional activities. It can be done in following ways:
174.Promotion Through Customers :

Through motivating the existing customers to get more business can be one of the mode to have greater access or approachability. The motivation to the customers can be through gifts or through any memento.
175.Reference Selling:

Few of the Banks existing customers specially esteemed ones can be asked to give references about relatives/ friends or any acquaintance whom they consider potential customer. Thus the business volume can be increased.

176.Advertising: - Initially when we took our work we found that general

awareness amongst people regarding KMB Bank was good. The bank should instead of being centrally advertised, try to advertise locally. This can be done in following ways: -

177.Public welfare banners: - An excellent way to advertise which 177.Public can be done through tree guards having KMB Banks name. 178.Traffic posts especially at commercial locations can have 178.Traffic boards of Bank. 179.One or two Neon boards can be put at the center places of 179.One Jaipur. 180.Ad Campaign through FM, Radio, Hoardings, and 180.Ad Television

The bank should come up with more branches in other major cities of Rajasthan like Kota, Bikaner and Ajmer.

The bank should open more ATM networks. There should be Education training programmes for Sales Executives by KMB. The bank should improve CC limit . Processing time of opening an account should be reduced.

LIMITATIONS OF RESEARCH
No study can be done without any limitation and hence this project is not an exception too. The researcher would like to list out the following limitations the time period of the study was limited to two months hence it became constrain to cover the vast geographical area of Jaipur city. 181.Climatic condition was also a major constraint during the research. 181.Climatic 182.Geographical diversity was also constraint during the survey. 182.Geographical 183.Due to time constraint, the research was confined to Jaipur only. 183.Due 184.Sample size is very small. 184.Sample 185.Some of the respondents shows biasness and gave wrong 185.Some information. 186.Some of the respondents do not cooperate and are not interested in 186.Some answering.

CONCLUSION
Looking at the Boom in India, also banking industry is in well form. In present scenario of India a lot of projects are running and they are directly or indirectly connected with this industry. So the future of banking sector is bright. After this project some results come out that187.Indian people are having more social value so there 187.Indian is not only financial relation but also consider about personal relation

188.Kotak bank is fast growing bank of India and their 188.Kotak products are good according to market so the necessary thing is to do good publicity. 189.The KMB is providing the interest only on the ACE 189.The current account so bank should provide it with PRO and EDGE current account also so that the number of customer can increase and existing customer can take benefit from it.

190.Mostly customer are doing business with their bank 190.Mostly cause of their old relationship so KMB should provide extra benefits than other bank so that the existing and new customer can be maintained.

BIBLIOGRAPHY

191.KOTHARI C.R., RESEARCH METHODOLOGY, 191.KOTHARI Second Edition, Vishwa Prakashan, New Delhi, 1990. 192.KOTLER PHILIIP, MARKETING MANAGEMENT 192.KOTLER PRANTICE- HALL OF INDIA, NEW DELHI, 1991.

193.CUSTOMER RELATIONSHIP MANAGEMENT 193.CUSTOMER

194.Literature provided by the company. 194.Literature 195.http://www.kotak.com 195.http://www.kotak.com 196.http://www.google.co.in 196.http://www.google.co.in

Questionnaire
Name: _______________________________________ Nature of Occupation (a) Salaried [ ] Government

Semi-govt

Private

(b) Self-Employed [ ] Lawyer Doctor Engineer Architect Builder Consultant Exporter Importer Jeweller Others, Please specify_____________ Q1. In which bank you are operating your account? ____________________________________

Q2. Why have you chosen this bank? Past Relationship Near to home/office specify_______

Brand name Others, Please

Q3. Are you satisfied with the services provided by your bank? Yes No (i) If yes, thenWhat core benefits you are availing from your bank? Home Banking (Free/ charged) Net Banking (Free/ charged) Phone Banking (Free/ charged) At-par cheque Book (Free/ charged) Global Debit Card (Free/ charged) Demand Draft (Free/ charged) Auto Sweep FD (Free/ charged) Any Visa ATM (Free/ charged) Investment a/c (Free/ charged) Additional savings a/c (Free/ charged) a/c(Free/ Others, Please specify ______________________________ (ii) If No, then why? ___________________________________________________ 4. Which of the following facilities does your bank provide you and which one do you use? Facility Branch banking Phone banking Home banking Internet banking Provides Use

5. Are you aware about Kotak Mahindra Bank and its services? Yes No 6. Are you aware of the following services provided by Kotak? Auto sweep into FD At par cheques Credit cards Investment advisory 7. What are the various sources of funds, their form of receipts? India Abroad 8. Could you specify the areas from which the majority of your funds come? Within City From other cities of Rajasthan From From other state of India Abroad 9. Any suggestion_________________________________________________ __________