A

Project Study Report

on
Title/ Topic

Submitted in Partial Fulfillment for the Degree of

Bachelor of Business Administration

S.S. JAIN SUBODH P.G. COLLEGE JAIPUR

(2017-18)

SUBMITTED BY SUBMITTED To

Abhay Singh Rathore Dr. Rita Jain

B.B.A. V Sem.
 TO WHOM SO EVER IT MAY CONCERN

This is to certify that Abhay Singh Rathore student of BBA III from S.S.Jain
Subodh P.G. College; Jaipur has successfully completed his 45 days project
training in our organisation.

His research is very beneficial for the company. His work was excellent. We
wish all success for his future endeavours.
 CERTIFICATE

Certified that this project report entitled MARKETING LINE

AND ANALYSIS OF DIFFERENT PRODUCT OF KOTAK
MAHINDRA BANK is a record of project work done independently
by Mr. Abhay Singh Rathore under my guidance and supervision and
that it has not previously formed the basis for the award of any
degree, fellowship or associate ship to her.

Dr. Rita Jain

S.S.Jain Subodh P.G.College
Jaipur
 DECLARATION

I hereby declare that this project report entitled Marketing Line And
Analysis of Different Products of KOTAK MAHINDRA BANK is a
bonafide record of work done by me during the course of summer
project work and that it has not previously formed the basis for the
award to me for any degree/diploma, associate ship, fellowship or
other similar title of any other institute/society.

Abhay Singh Rathore

S.S.Jain Subodh P.G.College

Jaipur
 ACKNOWLEDGEMENT

It is not often in life that you get a chance of appreciating and expressing your
feelings in black and white to thank the people who have been a crucial part of
your successes, your accomplishments, and your being what you are today. I
take this opportunity to first of all thank the Faculty at S.S. Jain Subodh
P.G.College, especially Dr. K.B.Sharma, Principal, and Dr. Rita Jain for
inculcating and instilling in me the knowledge, learning, will-power, values and
the competitiveness and professionalism required by me as a management
student.

I would like to give special thanks to Dr. Rita Jain for educating me silver lining
in every dark cloud. Her enduring efforts, guidance, patience and enthusiasm
have given a sense of direction and purposefulness to this project and ultimately
made it a success.

I express my sincere and heartiest thanks to everyone who has contributed towards the
successful completion of the Project, undertaken by me at KOTAK MAHINDRA
BANK

Foremost with great respect and esteem, I wish to forward my deep sense of gratitude
to Mr. Gajendra Singh Shekhawat for providing me the opportunity to pursue
my training with KOTAK MAHINDRA BANK

Last but not the least; I would like to thank my family: my parents, for
supporting me spiritually throughout my life.

The errors and inconsistencies remain my own.

Abhay Singh Rathore

CHAPTER 1
INTRODUCTION TO
THE INDUSTRY
-Banking Industry
Introduction

As per the Reserve Bank of India (RBI), India’s banking sector is sufficiently
capitalised and well-regulated. The financial and economic conditions in the
country are far superior to any other country in the world. Credit, market and
liquidity risk studies suggest that Indian banks are generally resilient and have
withstood the global downturn well.

Indian banking industry has recently witnessed the roll out of innovative
banking models like payments and small finance banks. RBI’s new measures
may go a long way in helping the restructuring of the domestic banking
industry.

In August 2017, Global rating agency Moody's announced that its outlook for
the Indian banking system was stable.

Market Size

The Indian banking system consists of 27 public sector banks, 26 private sector
banks, 46 foreign banks, 56 regional rural banks, 1,574 urban cooperative banks
and 93,913 rural cooperative banks, in addition to cooperative credit
institutions. Public-sector banks control more than 70 per cent of the banking
system assets, thereby leaving a comparatively smaller share for its private
peers. Banks are also encouraging their customers to manage their finances
using mobile phones.

ICRA estimates that credit growth in India’s banking sector would be at 7-8 per
cent in FY 2017-18.
Investments/developments

Key investments and developments in India’s banking industry include:

International Finance Corp, (IFC), a member of the World Bank Group, has
invested Rs 130 crore (US$ 20 million) in, Avas Financiers Ltd, which will
provide housing loans to low-income consumers in rural and semi-urban areas
of India.

The Reserve Bank of India (RBI) has proposed to allow banks to invest in real
estate investment trusts (REITs) and infrastructure investment trusts (InvITs)
which is expected to benefit both real estate and banking sector in diversifying
investor base and investment avenues respectively.

The Canada Pension Plan Investment Board (CPPIB) and the Caisse de Depot
Quebec (CDPQ) have acquired a 1.5 per cent stake in Kotak Mahindra Bank
from Mr Uday Kotak, Executive vice-chairman and Managing director, Kotak
Mahindra Bank, for a total consideration of Rs 2,254 crore (US$ 350.0 million).

Fullerton India Credit Co Ltd, a non-banking finance company (NBFC), has

raised Rs 500 crore (US$ 75 million) through masala bonds, to support its
onward lending and other financing activities.

The Insurance Regulatory and Development Authority of India (IRDA) has

allowed insurers to invest up to 10 per cent in additional tier 1 (AT1) bonds, that
are issued by banks to augment their tier 1 capital, in order to expand the pool
of eligible investors for the banks.

Qatar’s Doha Bank plans to apply to the Qatar Central Bank and Reserve Bank
of India for permission to establish a local subsidiary in India, with the vision to
create a retail branch network in India.
Fairfax Financial Holdings, a Canada-based financial services firm, has
received an approval from the RBI to acquire a majority 51 per cent stake in
Kerala-based Catholic Syrian Bank for Rs 1,000 crore (US$ 150 million), which
will be the first takeover of an Indian bank by a non-banking financial entity,
after RBI tweaked ownership norms.

IndiaPost has received the final license from RBI to start its payment bank
operations, thus becoming the third entity in India after Bharti Airtel and Paytm
to receive payment bank license from RBI.

Microfinance firm Ujjivan Financial Services Ltd has announced starting of

banking services across its branches under the name of Ujjivan Small Finance
Bank Ltd, thus becoming the largest among five small banks which are
scheduled to start their operations or have already started.

Government Initiatives

Under Pradhan Mantri Jan Dhan Yojana (PMJDY), the total number of accounts
opened since January 2015 increased 135 per cent to 295.2 million as of August
16, 2017.

Mr Arun Jaitley, Minister of Finance, Government of India, introduced 'The

Banking Regulation (Amendment) Bill,2017', which will replace the Banking
Regulation (Amendment) Ordinance, 2017, to allow the Reserve Bank of India
(RBI) to guide banks for resolving the problems of stressed assets.

Finance Minister Mr Arun Jaitley has proposed various measures to quicken

India's transition to a cashless economy, including a ban on cash transactions
over Rs 200,000 (US$ 3,100), tax incentives for creation of a cashless
infrastructure, promoting greater usage of non-cash modes of payments, and
making Aadhaar-based payments more widespread.
The Government of India has announced demonetisation of high denomination
bank notes of Rs 1000 and Rs 500, with effect from November 08, 2016, in
order to eliminate black money and the growing menace of fake Indian currency
notes, thereby creating opportunities for improvement in economic growth.

The RBI has cut its key repo rate by 25 basis points to 6.25 per cent, in order to
boost growth as according to RBI, the inflation momentum has moderated
because of a normal monsoon.

The government and the regulator have undertaken several measures to

strengthen the Indian banking sector.

Government of India has decided to amend Section 35 A of the Banking

Regulation Act that will allow the Reserve Bank of India (RBI) to direct banks
for the recovery of non-performing assets (NPAs)

The Reserve Bank of India (RBI) has proactively instructed banks to increase
their levels of provision on the loans provided to the telecom sector as a prudent
measure, which will help to shore up provisions for future recognition of any
non-performing assets arising out of the sector.

The RBI has allowed banks in India to raise funds through issuance of rupee-
denominated bonds overseas, also called masala bonds, within the current limit
of Rs 2,44,323 crore (US$ 36.6 billion) set for foreign investment in corporate
bonds.

The Ministry of Labour and Employment has successfully opened around

3,840,863 bank accounts as on December 26, 2016, for workers especially in
the unorganised sector, as part of its campaign to promote and ensure cashless
transfer of wages to workers.

The National Bank for Agriculture and Rural Development (NABARD) plans to
provide around 200,000 point-of-sale (PoS) machines in 100,000 villages and
distribute RuPay cards to over 34 million farmers across India, to enable
farmers to undertake cashless transactions.

The Government of India’s indigenous digital payments application, BHIM

(Bharat Interface for Money), has recorded 18 million downloads since its
launch on December 30, 2016, according to Mr Amitabh Kant, Chief Executive
Officer, NITI Aayog.

The Ministry of Finance has lowered the threshold for making electronic
payments to suppliers, contractors or institutions from Rs 10,000 (US$ 150) to
Rs 5,000 (US$ 75), in order to attain the goal of complete digitisation of
government payments.

Road Ahead

Enhanced spending on infrastructure, speedy implementation of projects and

continuation of reforms are expected to provide further impetus to growth. All
these factors suggest that India’s banking sector is also poised for robust growth
as the rapidly growing business would turn to banks for their credit needs.

Also, the advancements in technology have brought the mobile and internet
banking services to the fore. The banking sector is laying greater emphasis on
providing improved services to their clients and also upgrading their technology
infrastructure, in order to enhance the customer’s overall experience as well as
give banks a competitive edge.

Many banks, including HDFC, ICICI and AXIS are exploring the option to
launch contact-less credit and debit cards in the market shortly. The cards,
which use near field communication (NFC) mechanism, will allow customers to
transact without having to insert or swipe.
Mr. Bill Gates, Co-founder of Microsoft Corp, has stated that India will move
quite rapidly to a digital payments economy in as little as seven years, based on
the introduction of digital payment banks combined with other things like direct
benefit transfers, universal payments interface and Aadhaar.

Growth in Banking Sector Deposits

During FY06–17, deposits grew at a CAGR of 12.03 per cent and reached 1.54
trillion by FY17.

Strong growth in savings amid rising disposable income levels are the major
factors influencing deposit growth.

Access to banking system has also improved over the years due to persistent
government efforts to promote banking-technology and promote expansion in
unbanked and non-metropolitan regions.

At the same time India’s banking sector has remained stable despite global
upheavals, thereby retaining public confidence over the years.

Deposits under Pradhan Mantri Jan Dhan Yojana (PMJDY), have also
increased. As on November 9, 2016, US$ 6,971.68 million were deposited,
while 255.1 million accounts were opened

Market Players

HDFC Bank

Going by market capitalization, HDFC Bank is the largest bank in India. Its
market cap is pegged at about INR 261,226.94 crore. As of end 2014, the bank
boasted of a strong network of 3,659 branches in 2,287 cities. To facilitate NRI
banking, the bank also has overseas branches in Bahrain, Hong Kong, Abu
Dhabi, Kenya and Dubai. HDFC Bank has over 11,633 ATMs and a customer
base of over 28 million. It is also ranked 45th among the top 50 banks of the
world. Employing over 69,065 employees, HDFC Bank is one of the strongest
contenders in the private banking space.

State Bank of India

With a market capitalization of about INR 216,128.73 crore, SBI is the second
most-valued bank in India It and is perhaps the most trusted one, being a state-
owned bank. The bank has a strong network of over 13,000 branches spread
across the nation and has about 190 foreign offices in 36 countries. Along with
HDFC Bank, SBI also features among the top 50 global banks (going by market
capitalization). It is also one of the largest employers in the country and
provides employment to over 220,000 personnel. SBI manages assets worth
about USD 390 billion in all. (to be converted into INR---- otherwise
inconsistent)

ICICI Bank Limited

ICICI Bank is the third largest entity in the Indian banking space, with a market
capitalization of INR 184,547.26 crore. ICICI Bank has a customer base of over
2.5 million and boasts of an extensive network of 4050 branches across the
country. With 12,475 ATMs and assets worth USD 99 billion, the bank is
currently celebrating 60 years of existence. ICICI was formed as a World Bank
initiative in 1955.The bank is headquartered in Vadodara, Gujarat and has an
international presence in 19 countries. The bank’s employee strength was
estimated at over 72,000 last year when it overtook HDFC Bank in terms of
people employed.

Axis Bank

With a market capitalization of about INR 134,685.68 crore, Axis Bank takes its
place at the fourth position among Indian banks. Founded in 1994 as UTI Bank,
Axis Bank now has a network of 2402 domestic branches and 12922 ATMs
spread across the nation. The bank also has seven international offices including
the ones in Hong Kong, Singapore, Colombo, Dubai, Abu Dhabi, and Shanghai.
Axis Bank employs over 37,901 employees and is reported to have net assets
worth about USD 53 billion. Apart from retail banking, Axis Bank also operates
in NRI Services, Investment banking and treasury operations and corporate
banking.

Kotak Mahindra Bank

Kotak Mahindra Bank, headed by Mr. Uday S Kotak, and with a market
capitalisation of INR 109,631.60 crore comes next. Kotak Mahindra Bank is
currently poised for a spectacular growth due to an all-stock merger with ING
Vysya Bank. Kotak Mahindra shall now become the fourth largest private bank
in the country in terms of the business done. The combined banking company
will now have a network of 1,214 branches across the country. The bank is
likely to have an employee strength of about 30,000 after the merger. The
combined market capitalisation is estimated to be about INR 1.25 lakh crore.
IndusInd Bank

Founded in 1994, Hinduja Group owned IndusInd Bank has a market

capitalisation of about INR 50,100.41 crore. The bank employs over 15,500
employees and has a network of 638 branches and 1238 ATMs across the
country. With international offices in London and Dubai, IndusInd Bank is
known for its strong remittances business. The bank has an exceptionally strong
business base in Mumbai, Delhi, and Chennai.

Bank of Baroda

Bank of Baroda is another large PSU banking company in India with a market
capitalization of about INR 38601.08 crore. The bank is estimated to have over
5193 branches and 38,737 employees. With a significant presence in about 25
countries, the Bank of Baroda balances out NRI services with rural and
agricultural finance. The bank is one of the major banking operators in India’s
rural sectors.

Yes Bank

Yes Bank was incorporated in the year 2004 by Mr. Rana Kapoor and Mr.
Ashok Kapoor, and currently has a market capitalisation of about INR
35,169.20 crore. With a strong network of about over 630 branches in 375
cities, and with over 1150 ATMs spread across the country, Yes Bank is among
the fastest growing banks of India. The bank employs about 12000 employees
and has high ambitions for the years to come.
Punjab National Bank

Founded in 1894, Punjab National bank is one of the oldest banks in India.
Unlike most Indian banks that have their headquarters in Mumbai or Gujarat,
the Punjab National Bank has its headquarters in Delhi and has a market
capitalization of about INR 30312.73 crore. Like other PSU banks, the bank has
a major focus on agricultural and rural financing but also has a widespread
international presence.The bank has 8.9 crore customers, 6081 branches in India
and abroad and a network of 6940 ATMs spread across the country.

Canara Bank

Canara Bank is another PSU that has made its mark in the Indian banking sector
with a market capitalization of about INR 18630.10 crore. Nationalised in 1976,
the bank has a network of about 3600 branches spread across the country. With
7599 ATMs, the bank is among the first PSUs in the country to emphasize on e-
banking and online services. Apart from commercial banking, Canara Bank has
also become a strong provider of corporate banking services in India.
 BANKING STRUCTURE IN INDIA

Scheduled Urban Cooperative Banks(55) Scheduled State Cooperative Banks(31)

Scheduled Banks in India

(A) Scheduled Commercial Banks

Public Sector Banks Private Sector Foreign Banks Regional Rural

Banks in India Banks

28 27 29 102

 Nationalised  Old Private

Bank Banks
 Other Public  New
Service Private
Banks(IDBI) Banks
 SBI and its
associates

(B) Scheduled Cooperative Banks

Here we more concerned about private sector banks and competition among them. Today,
there are 27 private sector banks in the banking sector: 19 old private sector banks and 8 new
private sector banks. These new banks have brought in state-of-the-art technology and
Aggressively marketed their products. The Public sector banks are Facing a stiff competition
from the new private sector banks. The banks which have been setup in the 1990s under the
guidelines of the Narasimham Committee are referred to as NEW PRIVATE SECTOR
BANKS.
 New Private Sector Banks
• Superior Financial Services
• Designed Innovative Products
• Tapped new markets
• Accessed Low cost NRI funds
• Greater efficiency

INDIAN BANKING
INDUSTRIES
The Indian banking market is growing at an astonishing rate, with Assets expected to reach
US$1 trillion by 2010. An expanding economy, middle class, and technological innovations
are all contributing to this growth.

The country’s middle class accounts for over 320 million people. In correlation with the
growth of the economy, rising income levels, increased standard of living, and affordability
of banking products are promising factors for continued expansion.
Growth in Indian Banking Assets

(US$ Billions)

1200

1000

800

600

400

200

0
2000 2001 2002 2003 2004 2005 2006 2008E 2010E

The Indian banking Industry is in the middle of an IT revolution, Focusing on the expansion
of retail and rural banking. Players are becoming increasingly customer - centric in their
approach, which has resulted in innovative methods of offering new banking products and
services. Banks are now realizing the importance of being a big player and are beginning to
focus their attention on mergers and acquisitions to take advantage of economies of scale
and/or comply with Basel II regulation. “Indian banking industry assets are expected to reach
US$1 trillion by 2010 and are poised to receive a greater infusion of foreign capital,” says
Prathima Rajan, analyst in Client’s banking group and author of the report. “The banking
industry should focus on having a small number of large players that can compete globally
rather than having a large number of fragmented players.

Indian economy is growing at a considerable rate. The growth of GDP in India is 8% per
annum. The major sector contributing to the growth of GDP is service sector and it is
approximately 63% to GDP. Banking is one of the main pillars of service sector. So I have
decided to take exposure of banking sector by taking practical training at KOTAK
MAHINDRA BANK which is one of the reputed private banks.
The aim of KOTAK MAHINDRA BANK is customization & people cantered banking.
Customized banking system can be achieved by provided what customer actually wants. So
we want to check weather KOTAK MAHINDRA BANK is successful or not. As a part
of this study I have decided to prepare a project report on “A COMPARITIVE
ANALYSIS OF DIFFERENT PRODUCT AND MARKETING STRATEGIES
OF KOTAK MAHINDRA BANK W.R.T OTHER BANKS”.
The study of this topic is helpful to me in analysing customer satisfaction & loyalty to the
services which they are using at the KOTAK MAHINDRA BANK. This study will also
be helpful to us in analyzing the information about what change customer want from the
existing services. This report also gives me the overall satisfaction level of customer from the
KOTAK MAHINDRA BANK & how the customers are loyal to the bank. This report
also includes graphical representation wherever it feels necessary. Finally, it is indeed
excellent opportunity for us to present this report and a matter of esteem honours itself. After
successful completion of training it is golden experience for me of banking sector. And I also
know how the different departments are working.
 CHAPTER 2
PROFILE OF THE
COMPANY
-Kotak Mahindra
Bank
Established in 1984, The Kotak Mahindra Group has long been one of India’s most reputed
financial organizations. In Feb 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
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 ATM’S in India and
800000ATM’S worldwide accepted in more than 56000 establishments across India and 10
million worldwide. The customer also has access to over 800 ATM’s with sharing
arrangements with UTI BANK, of these 125 are in the NCR.

Key group companies and their businesses

Kotak Mahindra Bank

The Kotak Mahindra Group's flagship company, Kotak Mahindra Finance Ltd which was
established in 1985, was converted into a bank- Kotak Mahindra Bank Ltd in March 2003
becoming the first Indian company to convert into a Bank. Its banking operations offer a
central platform for customer relationships across the group's various businesses. The bank
has presence in Commercial Vehicles, Retail Finance, Corporate Banking, Treasury and
Housing Finance.

Kotak Mahindra Capital Company

Kotak Mahindra Capital Company Limited (KMCC) is India's premier Investment Bank.
KMCC's core business areas include Equity Issuances, Mergers & Acquisitions, Structured
Finance and Advisory Services.

Kotak Securities

Kotak Securities Ltd. is one of India's largest brokerage and securities distribution houses.
Over the years, Kotak Securities has been one of the leading investment broking houses
catering to the needs of both institutional and non-institutional investor categories with
presence all over the country through franchisees and coordinators. Kotak Securities Ltd.
offers online and offline services based on well-researched expertise and financial products to
non-institutional investors.

Kotak Mahindra Prime

Kotak Mahindra Prime Limited (KMP) (formerly known as Kotak Mahindra Primus Limited)
has been formed with the objective of financing the retail and wholesale trade of passenger
and multi utility 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.

Kotak Mahindra Asset Management Company

Kotak Mahindra Asset Management Company Kotak Mahindra Asset Management
Company (KMAMC) a subsidiary of Kotak Mahindra Bank, is the asset manager for Kotak
Mahindra Mutual Fund (KMMF). KMMF manages funds in excess of Rs 20,800 crore and
offers schemes catering to investors with varying risk-return profiles. It was the first fund
house in the country to launch a dedicated gilt scheme investing only in government
securities.

Old Mutual Life Insurance Limited

Kotak Mahindra Old Mutual Life Insurance Limited is a joint venture between Kotak
Mahindra Bank Ltd. and Old Mutual plc. Kotak Life Insurance helps customers to take
important financial decisions at every stage in life by offering them a wide range of
innovative life insurance products, to make them financially independent.

BOARD OF DIRECTORS
 Mr. K.M.Gherda – Executive Chairman
 Mr. Uday Kotak –Executive Vice Chairman and Managing Director
 Mr. Anand Mahindra –Co Promoter of Kotak Mahindra Bank and Vice Chairman
and Managing Director of Mahindra and Mahindra
 Mr. Cyril Shroff –Co Promoter
  Mr. Pradeep N Kotak –Agri Division of Kotak and Company Limited
 Mr. Shivaji Dam –Managing Director Kotak Mahindra Old Mutual Life Insurance
Limited
 Mr. C.Jayaram –Executive Director
 Mr. Dipak Gupta –Executive Director

PRODUCT DETAILS:

Kotak Mahindra Bank is one of the prominent subsidiaries of Kotak Mahindra group. The
activities of the company being parallel to its objective are very wide and cover all the
components of a Bank. The Basic area of Operations is the Banking business, other products
are meant for the regular revenue generation. Being a Banking house, the company is in
regular touch with Banking Accounts, Investment Services, Convenience Banking and
Other Services.

They offer complete solutions that address all your financial requirements, whether you're an
individual or a firm. From everyday banking to long term investments — their offering
covers it all. This wide range of products is delivered to you with a genuine understanding of
your specific need and warm, personalised service.

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.

Banking Accounts
There are three types of banking account: 

 Savings Account
 Current Account
 Term Deposit

SAVINGS ACCOUNT
“Choose from our range of Savings Accounts”

KOTAK MAHINDRA has got a variety of options of savings accounts to choose from for its
customers according to their convenience and requirements .These savings accounts offer
attractive returns along with personalized banking services at three convenient average
quarterly balances(AQB)levels of Rs. 10000 (KOTAK EDGE SAVINGS ACCOUNT),Rs.
20000 (KOTAK PRO SAVINGS ACCOUNT) and at Rs75000(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.

Thus the three account opening options in savings account are as mentioned above:

1. EDGE SAVINGS ACCOUNT: Kotak Mahindra Bank´s Edge Savings

Account is a complete financial package customized to suit individual banking needs.
Its constant endeavour is to enable regular financial transactions through online
platform so that most of payments can be made directly through your account or card.

Features & Benefits

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!

Multiple Access Channels Access

An account through phone, mobile phone or internet to get information about account
balance or track transactions. One can even transfer funds through Phone Banking or Net
Banking.

Financial payments facilitated through the savings account

Use the free Payment Gateway to make online payments for utility bills, credit cards, online
trading of shares or even online shopping.

Quick and easy funds transfer

Quick funds transfer to a third party account with another Bank is available across 15
locations through Net Banking. Also get a multi-city cheque book so that money from
account is received by the beneficiary in the fastest possible time.

Free investment account

 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.

2. PRO SAVINGS ACCOUNT:

Kotak Mahindra Bank´s Pro Savings Account is an account packed with powerful features to
provide a superior banking experience at a very comfortable balance requirement. They
provide a relationship manager who will specifically take care of banking and investment
needs.

Features & Benefits

Free ATM access all domestic VISA ATM network

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.

Multiple access channels Access

your account through phone, mobile phone or internet to get information on your account
balance or track your transactions. You can even transfer funds through Phone Banking or
Net Banking.
Free investment account

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.

Financial payments facilitated through the savings account

Use our free Payment Gateway to make online payments for utility bills, credit cards, online
trading of shares or even online shopping.

Quick and easy funds transfer

Quick funds transfer to a third party account with another Bank is available across 15
locations through Net Banking. Also get a multi-city cheque book so that money from
account is received by the beneficiary in the fastest possible time.

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.

Dedicated relationship manager

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. Free banking transactions You can issue demand drafts or send cheques for
collection on branch locations without any charge to your account.

3. ACE SAVINGS ACOUNT:

Kotak Mahindra Bank's Ace Savings Account has been designed as a gateway to a world of
financial benefits and privileged banking transactions. The account carries benefits ranging
from personal investment advisory services to concierge services to free banking transactions.
Onewill find that this package of services and privileges is unmatched by any other savings
account in the market.

Features & Benefits

Free access at all domestic and international VISA ATMs

No longer have to worry about locating your Bank or Partner Bank ATM - Use the first
VISA ATM that you spot, for free cash withdrawal or balance enquiry transactions. So walk
into any VISA ATM in India or abroad to withdraw cash or for balance enquiry.

Multiple access channels

Access the account anytime through land line, mobile phone or internet to get information on
account balance or track transactions. One can even transfer funds through Phone Banking or
Net Banking.

Financial payments facilitated through the savings account

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!

Quick and easy funds transfer

Transfer funds easily and with speed, to a beneficiary account at another bank. One can avail
of this facility by walking into any of branches or by simple logging on to Net Banking. Also
get a free multi-city cheque book so that money from your account is transferred to the
beneficiary's account at any of branch locations, in the fastest possible time.

Free banking transactions

One can issue demand drafts or send cheques for collection at all branches for no extra
charge.

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 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!

Thus the three account opening options in savings account are as mentioned above:

1) Edge Current Account

In need of a well-equipped bank account to keep pace in all the business endeavours. They
offer the Kotak Edge Current Account, armed with Kotak 2-Way Sweep and the entire gamut
of Banking Privileges, providing that extra edge to get ahead. The feature rich Kotak Edge
Current Account is the ideal way to make money work harder.

Features & Benefits

Multi City Banking

Current account/s with Kotak Mahindra Bank will be recognized in every other branch. One
can just walk into a Kotak Mahindra Bank branch in any of our branches across country to
satisfy all the banking needs.

Way Sweep* : Term Deposit linked Current Account

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.) With Kotak 2-Way Sweep you enjoy the twin
advantages of attractive returns & maximum liquidity.

Free Demand Drafts and Pay Orders

Enjoy the benefit of our free Demand Drafts, payable at Kotak Mahindra Bank Branch
location in India.

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

All Outstation cheques, drawn on any of branch locations, are collected 'at nominal charge'
for you. The strong network of correspondent banks enables us to collect cheques from 1600
locations across India at faster speed and minimal cost.

Mobile Banking and Alerts

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, any SI failure and SIs successfully executed will be intimated to you via
SMS

2) Pro Current account

You need a well-equipped bank account to keep pace with you in the ever changing business
scenario. We offer you the Kotak Pro Current Account, armed with Kotak 2-Way Sweep, as
well as an entire gamut of Banking Privileges and 'user-friendly' Convenience Banking
facilities. The feature rich Kotak Pro Current Account is the ideal way to make your money
work harder.
Key Features
 Dedicated Relationship Manager
 Free Demand Drafts & Pay Orders
 Free At Home Services
 Better Forex rates and Efficient Trade Services

3) 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 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

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.

Features & Benefits

Ease and convenience of operation

For the first time in India, New to Bank customer can also apply online for term deposit. An
existing customer, can place a term deposit through Phone Banking or Net Banking. What's
more, one can even renew this deposit by placing an instruction over phone. Needless to
mention, he can do all this and more by walking across into any of branches.

Liquidity through overdraft or sweep-in facility

Deposit will be available to you should you need them in case of an emergency. One can
avail upto 85% overdraft against term by paying 2% above deposit rate. This facility is
available for deposits above Rs.50,000 for tenure of 181 days or more. One can also choose
to link term deposit to savings / current account, whereby if need be, term deposit will
automatically be encashed to meet withdrawal requirement.

No penalty on pre-mature encashment

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.

Nomination facility available

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
“Making your money grow”
At Kotak Mahindra Bank,can recognise that financial needs vary, not just amongst
individuals, but across the different stages of your life. They have years of experience in
helping people put together an investment portfolio that works best for them.

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

It offers streamlined, efficient depository services that allow to hold shares in the convenient
"demat" formats and leverage opportunities in the stock market when you spot them Being a
brokerage house, the company is in regular touch with the share market and its relative
indexes like NSE &BSE, NCDEX. NSDL, CSDL. Let’s understand the relative terms :

SEBI (Stock Exchange board of India)

It check out on NSE and BSE and all type of share trading (Both primary and secondary
market)

NSE &BSE: - Kotak Mahindra Bank allows to costumer to trade in share with NSE and
BSE both (in primary and secondary market both). In BSE costumer can trade in 2452 stocks
and in NSE costumer can trade in 933 companies. The index of NSE is Nifty and for BSE
Sensex .

NSDL AND CSDL Kotak Mahindra Bank allow to costumer to invest in mutual fund and
bonds. NSDL (National security depository limited)

and

CSDL (Central security depository limited check out on this type of investment

MCX AND NCDEX

Kotak Mahindra Bank also allow to costumer to trade in commodity by MCX (Multi
Commodity exchange) and NCDEX (National Commodity daily exchange. In NCDEX 55
commodity are to trade.

PRODUCTS OFFERED BY KOTAK MAHINRA BANK.

The following are the various products of Kotak Mahindra Bank:

 DEMAT & ON LINE TRADING ACCOUNT:

The 3-in-1 account integrates your banking, broking and demat accounts. This enables
you to trade in shares without going through the hassles of tracking settlement cycles,
writing cheques and Transfer Instructions, chasing your broker for cheques or Transfer
Instructions etc.

 INITIAL PUBLIC OFFERS(IPO’S)

In the above products we have discussed investment in equity through secondary markets
.another way of investing in equity markets is through the primary market route
 .whenever a company comes out with an initial public offering you may choose to apply
for the share. Based on number of valid application received, the company would then
allot the share to applicants.

The offline way of investing in an IPO is by filling physical application forms, cheques.
And submitting the forms through your broker. With KOTAK MAHINDRA BANK all
you have to do is filling number of share on the site and submit.

 DERIVATIVES

Customers with different types of risk profile can use derivatives.

 Hedging the cash market position – ideal for low risk profile.
 Taking advantage of arbitrage opportunity in equity and derivatives markets –
ideal for low risk profile
 Taking a view on stock/index for as long as 3 month period – medium risk
profile
 Speculative trading-high risk profile

KOTAK MAHINDRA BANK offers online investment in future and option, with
benefit of automated settlements and online risk monitoring system

Mutual Funds

Key Features
 Assistance at every step of the investment process
 An experienced research team to analyse and research the Mutual Funds
available in the market
 Portfolio assistance

Team analyses and researches the Mutual Funds available in the market, helping you make
more informed decisions. The recommendations take into account all relevant factors
including the investment philosophy of the Asset Management Company, portfolio quality,
risk-adjusted returns and market trends.

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.

Instead of buying shares of different companies tracking the price movement’s performance
of the company, growth prospects of the industries etc. and then taking your own buy/sell
decision, you may consider making investment in equity/debt market through the mutual fund
route. Mutual fund is a SEBI registered entity that pools the money of many individuals’
investors to purchase the stocks, bond or other financial instruments .professional.

Management and diversification are the two primary benefits of mutual fund investing. For
beginners, or for customer who are unable to spend time on researching stocks themselves,
mutual fund is an ideal route for a investment in equity. Investing in mutual funds offline
involves, tracking down the agents appointed by the mutual funds AMCs, filling lengthy
forms, writing cheque, rushing to the office of the agents before the cut off timing to ensure
that the desired NAV is allotted.

CONVENIENCE BANKING

“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.

 Multiple Banking Channels

Today the technology driven banks are finding various means to reduce costs and reach out
to as many customers as possible spread over a diverse area. This has led to using multiple
channels of delivery of their products.

 ATM (Automatic Teller Machine):

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 bank’s 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 JAIPUR and the
All India tally is 156 machines. When this figure is compared to ICICI Bank which has thrice
the number of machines in JAIPUR or HDFC Bank which has nearly twice the number of
machines in JAIPUR, this is worrying for Kotak Mahindra Bank.

“Growth In ATM Machine With Increased Use”

The Table below shows the number of ATM machines belonging to various banks in India:-

NAME OF BANK NUMBER OF ATM NUMBER OF ATM

MACHINES MACHINES

(ALL INDIA BASIS) (JAIPUR)

KOTAK 250 60
MAHINDRA BANK

ICICI BANK 560 112

HDFC BANK 625 66

IDBI 350 43

CITI BANK 160 22

HSBC BANK 103 12

AMN AMRO 40 -

UTI 507 13

GTB 250 20
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 JAIPUR Region we see that out of
ICICI Bank’s 560 Machines 112 are located in JAIPUR 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. 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:
This means carrying out of banking transaction through the telephone. A customer can call
up the banks help line or phone banking number to conduct transactions like transfer of
funds, making payments, checking of account balance, ordering cheques, etc. This also
eliminates the customer of the need to visit the bank’s branch.

 Mobile Banking :
Banks can now help a customer conduct certain transactions through the Mobile Phone with
the help of technologies like WAP, SMS, etc. This helps a bank to combine the Internet and
telephone and leverage it to cut costs and at the same time provide its customer the
convenience. Thus it can be seen that tech savvy banks are tapping the entire above
alternative channels to cut costs improve customer satisfaction.

 SMS Banking:
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.

INTERNET BANKING
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 levelled the playing field and afforded open access to customers in the global
marketplace. Internet banking is a delivery channel for financial institutions. Consumers are
embracing the many benefits of Internet banking. Access to one's accounts at any time 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

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 today’s 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.

The Average Banking Hours of Kotak Mahindra Bank is from 9am to 7pm, the Bank is open
to the public for ten hours. These timings are convenient for especially those Account holders
who are working, these people can visit the Bank after their Office finishes.

Apart from the Average Banking Hours Kotak Mahindra Bank offers to its Account holders
24 Hour Branch, 365 Days Branch and the facility of Sunday Banking.
 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 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.

Best Compliments Card – the perfect gift

Introducing Best Compliments Card - the prepaid card from Kotak Mahindra Bank. It lets
your loved ones choose their own gift or shop or enjoy at any place that accepts Visa cards,
be it a shopping mall, a restaurant or a multiplex. So go ahead and give someone the perfect
gift!

 No Kotak Mahindra Bank account required.

 Not restricted to a single brand or outlet - accepted at over 3 lakhs merchant
establishments in India that accept Visa cards.
 Can be used at your convenience - no need to spend the entire value in a single
purchase.
 Attractively packaged and ready-to-gift.
 Available at all Kotak Mahindra Bank branches.
 Valid for two years from date of issue of card
 COMPETIVE PROFILE

HDFC BANK
The Housing Development Finance Corporation Limited (HDFC) was amongst the first to
receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the
private sector, as part of the RBI's liberalization of the Indian Banking Industry in 1994.

The bank was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its
registered office in Mumbai, India. HDFC Bank commenced operations as a Scheduled
Commercial Bank in January 1995.

As of March 31, 2008, the Bank’s distribution network was at 761 Branches and 1977 ATMs
in 327 cities as against 684 branches and 1,605 ATMs in 320 cities as of March 31, 2007.
Against the regulatory approvals for new branches in hand, the Bank expects to further
expand the branch network by around 150 branches by June 30, 2008. During the year, the
Bank stepped up retail customer acquisition with deposit accounts increasing from 6.2
million to 8.7 million and total cards issued (debit and credit cards) increasing from 7 million
to 9.2 million.Whilst credit growth in the banking system slowed down to about 22% for the
year ended 2007-08, the Bank’s net advances grew by 35.1% with retail advances growing by
38.6% and wholesale advances growing by 30%, implying a higher market share in both
segments.

The transactional banking business also registered healthy growth With cash management
volumes increased by around 80% and trade services volumes by around 40% over the
previous year. Portfolio quality as of March 31, 2008 remained healthy with gross
nonperforming assets at 1.3% and net non-performing assets at 0.4% of total customer assets.
The Bank’s provisioning policies for specific loan loss provisions remained higher than
regulatory requirements.
 HDFC BANK PRODUCT AND CUSTOMER SEGMENTS

PERSONAL BANKING

LOAN PRODUCT DEPOSIT PRODUCT INVESTMENT

&INSURANCE
 Auto Loan  Saving a/c  Mutual Funds
 Loan against  Current a/c  Bonds
Security  Fixed Deposit  Knowledge Centre
 Loan against  Demat a/c  Insurance
Property  Safe Deposit Lockers  General and Health
 Personal Loan Insurance
 Credit card  Equity and
 2-whheeler Loan Derivatives
 Commercial vehicle  Mudra Gold Bar
loan
 Home loans
 Retail Business
Banking
 Tractor loan
 Working Capital
Finance
 Construction
Equipment Finance
 Health care Finance
 Education loan
 Gold loan
CARDS PAYMENT SERVICES ACCESS TO BANK

 Credit card  Net Safe  Net Banking

 Debit Card  Merchant  One View
 Prepaid Cards  Prepaid Refill  Insta Alert mobile
 Billpay Banking
 Visa Billpay  ATM
Forex Services  InstaPay  Phone Banking
 DirectPay  Email Statements
 Product &Services  Visa-Money Transfer  Branch Network
 Trade Services  E-monies Electronic
 Forex Services Funds Transfer
Branch locator  Online Payment of
 RBI Guidelines Direct Tax
 WHOLESALE BANKING
Corporate
 Funded Services
 Non Funded Services
 Value added Services
 Internet Banking
Small and Medium Financial Institutions and
Enterprises Trusts
 Funded Services BANKS
 Non Funded Services  Clearing Sub-
 Specialized Services Membership
 Value added Services  RTGS
 Internet Banking Submembership
 Fund Transfers
 ATM Tie-ups
 Corporate Salary a/c
 Tax Collections

Financial Institutions

Mutual Funds

Stock Brokers

Insurance Companies

Commodities Business

Trusts

HDFC BANK Market Strategy Emphasizes The Following:

 Increase market share in India’s expanding banking and financial services industry
by following a disciplined growth strategy focusing on quality and not on quantity
and delivering high quality customer service.
 Leverage our technology platform and open scale able systems to deliver more
products to more customers and to control operating costs.
 Maintain current high standards for asset quality through disciplined credit risk
management.
 Develop innovative products and services that attract the targeted customers and
address inefficiencies in the Indian financial sector.
 Continue to develop products and services that reduce bank’s cost of funds.
 Products and Services – HDFC Bank:

Product range: The following is the product range offered at HDFC: While various
deposit products offered by the bank are assigned different names, the deposit
products can be categorized broadly into the following types. Definition of major
deposit schemes are as under:

1. Demand deposits:

"Demand Deposits" means a deposit received by the bank which is withdrawn able on
demand;

a) Savings Account: "Savings Deposits" means a form of Demand Deposit which is

subject to restrictions as to the number of withdrawals as also the amounts of
withdrawals permitted by the bank during any specified period; HDFC provides
with saving bank account with the usual facilities, and one also gets a free ATM
card, inter branch banking, bill payment facilities, phone banking and mobile
banking.

2. Term Deposits:

"Term Deposit" means a deposit received by the bank for a fixed period withdraw able only
after the expiry of the fixed period and includes deposits such as Recurring / Double Benefit
Deposits / Short Deposits / Fixed Deposits / Monthly Income Certificate / Quarterly Income
Certificate.

3. Notice Deposit:

Notice Deposit'' means Term Deposit for a specific period but which can be withdrawn on
giving at least one complete banking day's notice.

4. Current Account:

"Current Account" means a form of Demand Deposit wherefrom withdrawals are allowed
any number of times depending upon the balance in the account or up to a particular agreed
amount and will also include other deposit accounts which are neither Savings Deposit nor
Term Deposit; The account holder gets a personalized cheque book, monthly account
statements, and Inter-branch banking.
Corporate Account:-

These are more commonly known as Salary Accounts. These are account in HDFC bank
with zero balance. These are given to salaried people. These accounts are opened by the
employer for the employees to deposit the salary of the employee directly to the account.

HDFC Bank Preferred:-

A preferential Savings Account where in, one is assigned with a dedicated Relationship
Manager, who’s you’re the one point contact. One also get privileges like fee waivers,
enhanced ATM withdrawal limit, priority locker allotment, free Demat Account and lower
interest rates on loans.

Sweep-In Account:-

A Fixed Deposit linked to one’s Savings Account. So, even if one’s Savings Account runs a
bit short, one can issue a cheque (or use ATM Card). The money is automatically swept in to
one’s Savings Account from one’s Fixed Deposit Account. The excess funds in the account
are directly transferred to the fixed deposit account of the account holder.

Super Saver Account:

It gives one an overdraft facility up to 75% of one’s fixed deposit. In an emergency, you can
access your funds while your fixed deposit continues to earn high interest.

5. HDFC Bank Plus:

Apart from Regular and Premium Current Accounts HDFC also has HDFC Bank Plus, a
Current Account and then something extra for the HDFC bank customers. One can transfer
up to Rs. 50 lakh every month at no extra charges, between the four metros. One can also
avail cheque clearing between the four metros, get cash delivery/pick-up up to Rs. 25000/-,
home delivery of demand drafts, at-par cheque, outstation cheque clearing facility, etc.

Demat Account:

One can conduct hassle-free transactions on the stock market for one’s shares. The shares
held by the customer are protected from damage, loss and theft, by maintaining these shares
in electronic form. This account can be accessed through Internet too.
 1. Loans:

There are a variety of loan schemes offered like personal loans, new car loans, used car loans,
loan against shares, consumer loans, two wheeler loans, and home loans. These are available
with easy payback in monthly instalments. Loans are sanctioned with easy documentation
and quick delivery.

Home Loan –

Home loans for individuals to purchase (fresh / resale) or construct houses. Application can
be made individually or jointly. HDFC finances up to 85% maximum of the cost of the
property (Agreement value + Stamp duty + Registration charges) based on the repayment
capacity of the customer.

Home improvement loan

HIL facilitates internal and external repairs and other structural improvements like painting,
waterproofing, plumbing and electric works, tiling and flooring, grills and aluminum
windows. HDFC finances up to 85% of the cost of renovation (100% for existing customers)
subject to market value of the property.

Purpose

 External repairs
 Tiling and flooring
 Internal and external painting
 Plumbing and electrical work
 Waterproofing and roofing
 Grills and aluminium windows
 Waterproofing on terrace
 Construction of underground/overhead water tank
 Paving of compound wall (with stone/tile/etc.)
Home extension loan

HEL facilitates the extension of an existing dwelling unit. All the terms are the same as
applicable to Home Loan

• Purpose

HDFC Home Extension Loan makes it convenient for you to extend or add space to your
home. Be it an additional room, a larger bathroom, or even enclosing an open balcony.

Maximum loan
85% of the cost of extension

Maximum Term
20 years subject to your retirement age

Applicant and Co- Applicant to the loan

Home Loans can be applied for either individually or jointly. Proposed owners of the
property, will have to be co-applicants. However, the co-applicants need not be co- owners.

Adjustable Rate Home Loan

Loan under Adjustable Rate is linked to HDFC's Retail Prime Lending Rate (RPLR). The
rate on your loan will be revised every three months from the date of first disbursement, if
there is a change in RPLR, the interest rate on your loan may change. However, the EMI on
the home loan disbursed will not change*. If the interest rate increases, the interest
component in an EMI will increase and the principal component will reduce resulting in an
extension of term of the loan, and vice versa
 ICICI BANK
ICICI Bank is the largest private sector bank & the second largest bank in the country in
terms of assets. It is a pan-India player with around 950 branches (including recently acquired
Sangli bank). The bank has boosted its overseas operations in the last three years and now has
presence in 18 countries either through subsidiaries or representative offices .Together with
its subsidiaries, ICICI Bank offers a complete spectrum of financial services & products
ranging from commercial banking to investment banking , mutual fund to insurance.

ICICI has a very compelling growth story ahead of it as Indian economy continues to boom.
The GDP growth in India has been an average 8% for the last 3 years. Although I think that
the market has some more downside left to it, if I were to build a new position in ICICI, I
would start buying here on dips maybe in one-thirds or one-fourths.

Investment Rationale :

ICICI Bank will remain a one of the most fancied stocks among the investors who believe in
India’s long-term growth story.

 Retail banking though slowed down will remain focus area for ICICI Bank
 Massive scale up in international banking
 Innovate approach to tap potential in Rural & SME sector
 Robust non-interest income compensating for slower growth in Net Interest Income
 Sangli Bank acquisition will help the bank to improve CASA deposits.

MARKETING STRATEGY OF ICICI BANK :

 India’s second largest bank

 614 branches and extension counters
 2200 ATM’S
 Biggest private sector bank in India
 Most valuable bank in India in terms of market capitalization
 Described by the competitors and industry expert in one word – “Aggressive”

First In The Industry

 Introduced concept of branding in the Indian banking industry
 Process, People and Physical evidence – brought to life by ICICI
 Product Innovation – Put the ‘customer first’ in the true sense
 Cash on the celebrity fever – Introduced the concept of brand ambassadors •
Introduction of DSA’s and DST’s
 Unleashed the power of the internet – introduced the concept of net banking and e-
mail marketing
 First bank to focus on retail banking as a driver for growth .
 Focus Areas Of Marketing Efforts
 Target marketing and customer acquisition
 Share of wallet
 Channel strategy and management
 Relationship management and database marketing
 Product development & innovation
 Credit approval

Basis for Segmentation

 Occupation
= Different products for different occupational segment identified

 Income
= Minimum balance serves as a income segment barrier

 Geographical
= Concentrated on Tier 1 & Tier 2 Cities trying to extend reach

 Age = Different products like student account.

Targeting:

Differentiated marketing strategy:

 Tailors its marketing campaigns to meet the needs of its target prospects
 Creates differentiated product offering for different segment
 Use of technology in tracking customer segment.

Positioning:
 Core proposition – ‘Hum hain na’ – trust, credibility, total financial solution provider
(brought about through its cross selling effort)
 Modernization – process and physical evidence – technology as the backbone and
accelerator
 ICICI bank is absolute appalling. Their slogan of “Hum hain na” is very apt, only that
it applies to their customers (i.e. us poor mortals). Hum hain na &&& to bank with
ICICI.
 ICICI bank the most amazing bank with a punch line as “Hum Hain Na”, i think they
mean ” Hum hain - -na (not available)”
 DISTRIBUTION STRATEGY & CHANNEL
STRATEGY OF ICICI BANK

DISTRIBUTION STRATEGY:
 Cross selling of products as a major area of focus
 Creation of concept of DSA (Direct Selling Agent)
 Creation of concept of DST (Direct Selling Team)
 Effort on the part of the bank to reach the customer rather than waiting for
the customer
 Use of internet, mobile, ATM’s and other technological device to reach and
serve the customers

PROMOTION STRATEGY,ADVERTISING,PUBLIC
RELATIONS, OUTDOOR ACTIVITIES

1) PROMOTION STRATEGY:
 Corporate branding
 Product branding

Brand: result of customer interactions

As Brand exists in the customers’ mind, Brand is entirely the product of customer
experiences. Every kind of interaction with the customer that they can relate to our brand
name leaves behind some perception that contributes to, or detracts from Brand. Hence, every
interface between our company and the customer is a medium for building Brand.

Product Promotion:

 Aimed at generating sales

 Communicates product features and benefits
 Mainly through print media
 Point of purchase promotion tools for different products to reach the relevant
customer segment.
2) PUBLIC- RELATIONS :
Purpose - To deliver communication that is uniform in its message and yet customised for
specific target audiences.

 Media relations – Press conferences

– Press Releases
– 1-1 interviews
 Investor relations
 Analyst relations
 Government relations,

3) OUT-DOOR ACTIVITIES :
Need to be seen…everywhere!!’

 Events at corporate campus

 Promotional material at channel partner outlets
 Billboards
 Signage
 Kiosks in residential and commercial complexes

4) OTHER INITIATIVES :
 In-film promotions – Baghban
 Co-Branding Initiatives
– Alliance with Amway India for launch of the international credit card. The
card will enable Amway distributors to purchase Amway products and earn
and redeem reward points
– Indian Railways Catering And Tourism Development Corporation, in
conjunction with ICICI Bank, announced the launch of mobile payments and
ticketing system, offering IRCTC customers to book railway tickets via SMS
and make payments through their ICICI Bank account.
 Cross brand associations - acquiring databases of high net worth clientele of lifestyle
products : Tie-up with ‘Woven Hues’
 Young Stars Account – Promotion through tie-up with Cartoon Network, and in-series
promotion through Tom & Jerry
 Seminars in partnership with media channels
 Products and Services – ICICI Bank
ICICI Bank offers wide variety of Deposit Products to suit customer requirements. Coupled
with convenience of networked branches/ over 1800 ATMs and facility of E-channels like
Internet and Mobile Banking, ICICI Bank brings banking at the doorstep.

SAVINGS ACCOUNT
ICICI Bank offers customers a power packed Savings Account with a host of convenient
features and banking channels to transact through. So now customers can bank at their
convenience, without the stress of waiting in queues. ICICI Bank provides its customers with
various types of savings accounts keeping in mind different needs of different people.

 Normal Savings Account

 Special Savings Account
 Senior Citizen Accounts
 Young Stars Accounts
 Women Accounts

Normal Savings Account:

The Normal savings Account that ICICI offers has the following salient features

1) . Anywhere Banking: Opening an account with ICICI is not exclusive to the branch the
customer has walked into, customer enjoy the power of banking at any of the branches
throughout India. Customers have the power to withdraw cash up to Rs. 50,000 and make
cash deposits up to Rs.50,000 as well.
2) Internet Banking: This is a value added service that the customers are offered free of
cost it allows them to check their account balance, pay utility bills, make fund transfers
between self-accounts as well as third party at the click of the mouse.
3) . Ncash debit cum ATM card: It is an international 2-in-1 card that enables customers
not only to withdraw cash from ICICI but also from a non ICICI VISA ATM’s further it
allows customers to shop at various merchant outlets accredited to VISA across the
globe.
4) Minimum Balance: Customers need not maintain a daily minimum balance in their
account. On a given day balance in the account may drop to zero, this allows customers
all their funds at their disposal. Customers need to maintain an average balance of
Rs.5,000 per quarter. Non-maintenance of the minimum average quarterly balance
attracts a fee of Rs.750 per quarter.
 Special Savings Account:

The Special Savings Account has been designed keeping in mind the specific needs of
organizations such as Trusts, Associations, Societies, Councils, Clubs etc. It provides
organizations solutions with added value and is ideal for tax exempted entities.

The Special Savings Account has the following salient features

1) Multi-City Cheque Book: This facility allows its customers to skip the traditional way
of transferring funds to other cities through a demand draft. The Special Savings Account
holder are issued two separate chequebooks for local and outstation use, thereby not only
saving on time but also saving on draft commission. The cheques are payable at par at
designated ICICI Bank branches across the country. There will be no limit to the value of
cheque issued on a single day at RBI clearing centers. For all other centers a cap of
Rs.10, 00,000 on a single day apply. All chequrebooks are personalized.

2) Quantum Optima Facility: Quantum Optima facility combines the liquidity of a saving
account and high returns of Fixed Deposit. All balances in the saving account above
Rs.25,000 are transferred to a fixed deposit in multiples of Rs.5,000 for a time period of
one year. The funds however continue to be accessible around the clock through ATM,
and also through cheques. Whenever the saving account balance falls below the specified
limit, sufficient amount is transferred back from the fixed deposit by breaking in units of
Rs.1,000 on last in first out basis, the terms of the fixed deposit can be specified. This
facility is available to those employees who do not use the overdraft facility. However
one the overdraft is regularized this facility can be resumed.

3) Others:

- Internet Banking.
-Free anywhere banking.
-Free collection of outstation cheques.
-Free monthly account statements.
-Payroll processing for employees of the organization through ICICI Bank Salary
Accounts.
-Inward remittance through Money2India for approved trusts.
Senior Citizen Account:
The Senior Citizen Account has a few services that the Normal Savings Account does not
offer. The salient feature of the Senior Citizen Account are

 Higher Interest Rates.

 Demand Loan / overdraft against deposits will be upto 90% of the deposit.
 The upcountry cheque collection facility for locations with ICICI Bank presence free
of charge to the Senior Citizen customers.
 The ICICI Bank Ncash debit card is a debit-cum-ATM card providing you with the
convenience of acceptance at merchant establishments and cash withdrawals at
ATMs.
 Auto Invest Account
 Internet Banking is offered free of cost.
 Anywhere Banking - This facility entitles the account holder to withdraw or deposit
cash upto a limit of Rs.50,000 across all ICICI Bank branches.
 You can give us various types of standing instructions like transferring to fixed
deposit accounts at regular intervals.
 An average quarterly balance of Rs 5,000 only. Non-maintenance of the minimum
average quarterly balance attracts a fee of Rs 750 per quarter.
 Nomination facility is available.
 Interest is payable half-yearly.

Young Stars Account:

Young Stars is a banking service for children, aged 1day -18 years, brought to you by ICICI
Bank to help the parents meet the present and future aspirations that they hold for their child.
It offers various savings and investment options to the parent along with teaching the child to
manage his/her personal finance in a more responsible and independent manner.

Young Stars will guide your child through the world of banking -through checking the
account balance, fun zones and special pages on the internet. It makes banking a pleasure and
of course teaches your child to manage their personal finances. With the pocket money that
you transfer to your child's account, you can even shop with him / her at Young Stars very
own shopping page.

You can even open a recurring deposit in your child's name.

Once you are done with your 'banking', you can access your child's account with all the fun
links to special zones designed to suit your child's area of interests and also impart knowledge
on the current events of the world.
 Salient features:

1. Option of a Savings Bank account, Fixed Deposit account or Recurring Deposit

account.
2. Minimum balance at Rs. 500/- per quarter for Savings Bank.
3. A special Recurring Deposit account with additional features as below
i. The parent would put forward the desired amount to be earned at the
end of the tenure
ii. Based on the prevailing rate of interest, the bank staff would then
back calculate the installments to be deposited now till maturity.
4. Free personalized chequebook
5. Free Domestic Debit Card* for the child above the age of 10 years with features as
below:
i. Daily withdrawals limits of Rs. 1,000/-
ii. Daily spend limits of Rs. 1,000/-
iii. Special privileges across select alliance partners outlets.
6. Facility to invest in GOI Relief Bonds and Mutual Funds, as GOI Relief Bonds have
been discontinued.
7. Free Internet banking.
8. Facility to transfer funds from parent account to kid account to enable parents to
inculcate savings habit amongst children.
9. Facility of transferring funds from the Young Stars accounts to the RD to enable the
parents to let their child earn more.
10. Alliances with various partners to meet the child's needs in varied interest areas such
as clothing, computers, books, music, toys etc. * Available for children above the age
of 10 years only.

Women’s Account:
The features of the account have been specially designed keeping in mind a woman's
financial requirements. These include

A) Recurring Deposits

B) Financial planning of children

C) Family Shield Insurance

In addition to these, all features of the existing bank account are available with this account
as well such as

•Free international debit card

•Internet Banking

•Phone Banking
Recurring deposit
 A small amount of money saved every month can grow to a large amount over a
period of time
 No Tax deducted at source
 Can be used for your future expenses like your child's education, marriage, festivals,
or just to buy that gold necklace you always wanted, by keeping aside a small fixed
amount every month.

Family shield insurance

 Ensures the security of your family through a personal accident insurance policy
 For an yearly premium amount of Rs.60/-, your child/family can be insured for an
amount of Rs. 2 lac (in case of surface accidents) or Rs.4 lac (in case of air
accidents).

Financial Planning for Children

 A "Young star" account - special account for kids to promote the savings habit in
them can be opened for just for a minimum balance of Rs.500 per quarter. The
account has the following features
 Free differentiated debit card for them
 Free differentiated cheque book
 Free internet banking
 Facility to transfer funds from parent account to kid account to enable parents
inculcate savings habit in children.

Current Accounts:
Every business requires efficient banking facilities to support its business activities. ICICI
Bank offers premium quality service, unfolding a wide array of class products. With
technology leadership and service the bank is able to meet some of the most challenging
financial needs of clients.

A Current Account is one that is required by Businessman, Joint stock companies,

Institutions, Public authorities, public corporations etc. Any business that has numerous
banking tranactions need a current account as it

 Allows running account supporting unlimited withdrawals and deposits.

 Is meant for convenience and not to save money.
Benefits of current account

 Unlimited Withdrawal and Deposit

 Unlimited Cheque book
 Demand Drafts and Payorders
 Funds Transfer ( Local or Anywhere)
 Collection of Cheques/ Drafts
 Statements,Advices, Daily statement by e-mail
 Cash withdrawal and Deposits
 Call center
 Internet Banking

Added features of Current Account

 Multicity Cheque payment facility at over 155 centers
 Anywhere Banking facility
 Doorstep Banking - Pick up and delivery of Currency / Cheque
 Mobile Banking

Made 2 order Current Account:

Made2order current account, unlike the normal current account which is based on the
quarterly balance, allows the customer to have customized current account based on the
business requirement. The made2order current account is totally flexible and can be adapted
to changing business requirement, without having the requirement to Current Accounts have
specific requirement of Quarterly Average Balance (QAB) maintenance and in turn offer
various facilities free of cost to the customer based on the QAB.

A personalized schedule of charges is derived for each customer based on:

 Service Required
 QAB as agreed to be maintained in the account
 Float expected in the account

The made2order customers based on the services required maintain the required QAB or pay
scaleable volume driven fees for the services utilised.

Some of the other facilities offered under made2order current account are as mentioned
below

 Multi City Cheque Facility

 Anywhere Banking Facility
  Upcountry Cheque Collection
 Pay Orders and Demand Drafts
 Corporate Care Service
 Doorstep Banking Facility
 Internet Banking Facility
 Debit/ ATM Card
 Mobile Banking
 More Useful Facilities

You can be in touch with your Solution Manager for structuring your current account.

Escrow Account:
An Escrow Account refers to assets or revenue streams held in safe custody as safety against
a contingent situation of nonfulfillment of a contract. In simpler words we may say that an
escrow a/c is a third party arrangement to ensure performance of certain obligations between
certain parties and operated in terms of an underlying agreement. The account will be a
current a/c without cheque drawing facility or a Fixed Deposit account, as defined in the
terms of the agreement.

Escrow a/c's are typically used for lending arrangements, project financing, Securitisations,
M&A's, Buy-back of shares, takeovers, custody, litigations, purchase & sale of land, Source
code (used in software) custody, etc. The following reasons enumerate why Escrow accounts
are opened:

 Provides greater security & comfort

 Trapping of identified cash flows
 Regulatory requirements
 Custody of cash / documents
 Ease of monitoring

The funds in the Escrow a/c are held for the benefit of the Beneficiary of the a/c rather than
person / company in whose name the a/c is opened. For e.g.. in a borrower lender
arrangement, the a/c name is "Borrower - Escrow a/c" and the funds deposited are that of the
borrower but the funds are held in the escrow a/c for the benefit of the Lender.
Roaming Current Account
Only Roaming Current Account from ICICI Bank travels the distance with customers
business. With advanced technological features such as MCC and LCC, banking needs are
well taken care of, customers can access their accounts at over 500 networked branches
across the country. So while customers take care of their business, ICICI Bank’s Roaming
Current Account simplifies banking for them.

Product Features:-
 Choose your account
 Multi City Cheque Facility
 Anywhere Banking Facility
 Upcountry Cheque Collection
 Pay Orders and Demand Drafts
 Phone Banking Facility*
 Doorstep Banking Facility
 Internet Banking Facility
 Debit/ ATM Card
 Mobile Banking

Real Time Gross Settlement (RTGS) system:

 RTGS is a payment system in which both processing and final settlement of funds
transfer instructions take place continuously in real time.
 It is a gross settlement system where transfers are settled individually, that is, without
netting debits against credits.

As it is a real-time settlement system, the system effects final settlement continuously rather
than periodically at pre-specified times provided that a sending bank has sufficient covering
balances or credit.

RTGS system can be characterized as a funds transfer system that is able to provide
continuous intra-day finality for individual transfers. In this system payment instructions
between banks are processed and settled individually and continuously throughout the day.
This is in contrast to net settlements where payment instructions are processed throughout the
day but inter-bank settlement takes place only afterwards typically at the end of the day.

In RTGS system, payee banks and their customers receive funds with certainty, or so-called
finality, during the day, enabling them to use the funds immediately without exposing
themselves to risk.
 CHAPTER 3
RESEARCH
METHODOLOGY
 1. OBJECTIVE OF STUDY:

Various Objectives for conducting the research and analysis are listed as under:

 Access the Market Potential of Kotak Mahindra Bank Saving Account with the
help of a survey conducted on a total of 50 Respondents.

 Study how new distribution channels such as Internet Banking, ATM facility, Phone
Banking have changed the face of the Banking industry.

 Study the impact of a customer centric approach being followed by the Bank, and
what is its benefit.

 Compare the services offered by Kotak Mahindra Bank and the customer’s
satisfaction level of the same with that of other Banks in the Private sector, and to
access where the Bank has to improve.

 Consideration of various promotional and marketing and advertising strategies of

Kotak Mahindra to the satisfaction among its ultimate users and consumers

 Finally to draw the various conclusion and recommendations on the basis of the
study of the study conducted on specifically taking to consideration the services,
advertising and marketing strategies of the bank.

2. METHODOLOGY

The project is based on the sales strategies for the Banking products with a special reference
to KOTAK MAHINDRA BANK and the consumer perception about the same.

 First and Foremost, the purpose of Kotak Mahindra Bank is to fulfill the needs for
investment under one roof.

 This project shows, the common man has started capital market term like bull and
bear explode new time.

 It gives the detail view of the regulatory framework for the Kotak Mahindra Bank
  The focus shift to various products of KOTAK MAHINDRA BANK to cater to the
needs such as return explanation, financial position, risk tolerance, etc.

 The next phase look up the investment in growth oriented stock which are available
at attractive relative valuation.

Further to this, project proceeds with the research designed in the light of the core objectives
of the study along with the sub objectives that are given due consideration throughout the
research. It also enlists all the data sources as to by which means the study has gained
momentum.

The data has been collected by virtue of questionnaires and websites, respectively. The scope
of the study is suggested in favor of the companies striving to emerge as super powers drawn
out by the survey.

These companies can fine tune their prospective ones and can grab the opportunities of the
transforming the weakness of other into their own strength.

3. LIMITATIONS

The study could not be made that comprehensive due to time constraints. Some customers
feel uncomfortable to reveal some personal information relating to income etc. it might have
happened that some more essential information could have been collected.

 Time constraint.

 Biases and non-cooperation of the respondents.

 Financial constraint.

 Geographical selectivity in study limiting to JAIPUR city only.

 CHAPTER 4
ANALYSIS AND
INTERPRETATION
 Survey Conducted on 50 Respondents

a) DURATION WITH BANK

Duration With Bank

Less than 8 Months 6months to 1 year 1 to 2 years over 2 years

3%
17%
30%

50%

The study of 50 Kotak Mahindra Bank respondents consisted of a majority of customers who
had been with the Bank for a reasonable amount of time. This is good as these customers
have had the opportunity to properly access the service level of the Bank, and can compare
their experiences of Kotak Mahindra Bank with banks they have previously and are currently
dealing with.

Out of the total respondents only 3% have been with the Bank for less than 6 months, the rest
97% have had the opportunity to know about the strengths and weaknesses of the Bank.

Another inference that we can draw from this study is that couple of years the Bank has been
actively acquiring new customers as from the survey we can see that about 80% of the
customers have opened their accounts during DURATION WITH BANK Less than 6 months
3% 6 months to 1 year 30% 1 to 2 years 50% Over 2 years 17% 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.
 b) REASON FOR CHOOSING BANK

Reason For choosing Bank

Branch near
Office/Residenc
e
28%

Recommended
Advertisement by
0% Family/Friends
Brand 61%
Name/Reputatio
n
11%

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 favour to attract more customers.

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 open a saving account, this is done so by their employers. The
customer’s salary accounts are created by the companies in which they work.
 c) MOST FREQUENT POINT OF INTERACTION WITH THE
BANK

MOST Frequent Point of Intersection

30

25

20

15
Series 1

10

0
visit branch ATM Phone Banking Internet Banking Door Step

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.

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 favouring this medium. Phone Banking is one of the new age Banking
techniques. It is in it’s 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.

The forth most Frequent Point of Interaction with the Bank is Internet Banking with 4% of
the respondents favouring 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 favoured by any respondents as the most Frequent Point of
Interaction are Drop Box Facility and Door Step Banking.

d) OVERALL SATISFACTION LEVEL

Overall Satisfation Level

30

25

20

15

10 Overall Satisfation Level

0
Very Somewhat Neither Somwhat Very
Satisfied Satiesfied Satisfid Dissatisfied Dissatisfies
Neither
Dissatisfied

Any service provider would want their customers to have a high Overall Satisfaction level.
Kotak Mahindra Bank has scored very well in this regard.

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 holder.

e) SATISFACTION LEVEL WITH BANK STAFF

Satisfaction Level With Bank Staff (Courtesy,

Qualified)
25

20

15

10 Satisfaction Level With Bank

Staff (Courtesy, Qualified)
5

0
Very Somewhat Neither Somewhat Very
Satisfied Satisfied Satisfied no Dissatisfied Dissatisfied
Dissatisfied

Banks are institutions which are backed up by a large amount of capital; today’s 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.

The number of respondents who were Very Satisfied represented 30% of the total
respondents while those who were Somewhat Satisfied were 46% of the total. The
respondents who were Neither Satisfied nor Dissatisfied are 20% of the total.
 f) SATISFACTION LEVEL WITH BANKING HOURS (10 am to 7
pm)

Satisfaction Level With Banking Hours

25

20

15

10 Satisfaction Level With Banking

Hours
5

0
Very Somewhat Neither Somewhat Very
Satisfied Satisfied Satisfied Dissatisfied Satisfied
nor
Dissatisfied

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.
 g) MOST IMPORTANT QUALITY IN A BANK

Most Important Quality In a Bank

0%
6%

ATM
32% Décor of Bank
Efiicient Service
62% Couteous Staff

From the survey of more than hundred respondents belonging to different Banks we can to
the conclusion that Efficient Service offered by Banks is considered most important by
account holders , 62% of the respondents felt that the Bank should concentrate more on this
service aspect.

The next aspect which is considered highly important by the Account holders of various
Banks is the Staff of the Bank. It is true that today’s Banking far less of Branch Banking as it
was the case a few years ago , today Account holders have a constant interaction with non-
human interface like ATM machines , Internet Banking , Drop Box , Even phone Banking
when customers do not interact in a face to face manner with the Bank employees.

But in the minds of the respondents it is very important that the Staff the Bank employs
should be cooperative, courteous and qualified to 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.
 h) PRIVATE BANKS PROVIDE SUPERIOR SERVICES
COMPARED TO GOVERNMENT BANKS?

Private Banks Provide Superior

Services as Compared to
Government Banks?

YES
NO

The general perception is that the service quality of Private Banks is superior to that offered
by Government sector Banks; we wanted to study whether this is a true phenomenon or
whether this was just hearsay.

The most important findings would come from the group of respondents who hold Saving
Accounts with both Private and Government run Banks, as these people would be in the best
position to judge the service offered by the Banks.

According to this group of respondents the Range of Products that are offered by Private
sector Banks are much more diverse than those offered by Government Banks.

Also these respondents felt that the Banks in the Private sector were much more flexible than
their Government counterparts when dealing with customers were concerned.

Private sector Banks are much more proactive when it comes to offering it’s customers new-
age methods of Banking like ATM Facility , Internet Banking , Phone Banking, These
services make the life of Account holders much easier.

Another major difference that comes to most of the respondents minds when comparing the
Private and Government sector Banks is the Staff Attitude towards the customers. Sure
Private sector Bank Account holders have had problems dealing with Bank Staff, but they
still feel it is much better than how Government employees behave. Private sector Bank
customers are offered many freebies and incentives to remain with the Bank, or try new
products of the Bank. This is never the case with Government Banks. 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.
 CHAPTER 5
SUMMARY AND
FINDINGS
 I. CONCLUSION AND RECOMMENDATION

 Kotak Mahindra Bank is Leading Bank in the country, it provides a variety of

products and services to different segments of customers.

 The Bank aims to serve customers from teenagers to senior citizens, hence different
products designed to suit specific requirements of the above.

 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.

 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.

 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.

 . The Bank is also involved in marketing activities which serves as a medium of

advertisement for the Bank.

 Extended happy hours at certain pubs in JAIPUR for the Bank’s account holders

 .Gift Vouchers on making utility payments, such as cell phones, electricity and
MTNL bills.

 Free Gifts like caps, pens/wallets to its customers.

 Free add-on cards for relatives.

 The Bank wants it’s customers to transact more through Internet Banking and ATM,
Rather than the customers using the branch.

 The Debit Cards provided by the Bank are Internationally Accepted around the
world, hence giving the customers the convenience to transact anytime, anywhere.

 The Bank has tied up with other Banks so that it’s customers can use other Bank’s
ATM facility for free transactions

 The Bank also provides DEMAT account and also sells Mutual Funds, this provides
the Bank and Government additional revenue.

 . The Bank has been very successful in enlarging its customer base during the last
couple of years.

 The Number One Reason of people choosing Kotak Mahindra Bank is the Brand
Name/Reputation of the Bank. Hence it should be careful that the Brand name and
Goodwill the Bank has earned is not diluted.

 The Biggest competitors of the Bank are ICICI Bank and HDFC Bank and
STANDRAD CHARTERED.

 . ATM Facility is most popular way to transact with the Bank.

 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:

 Increasing the number of ATM machines.

 Improving Internet Banking Facility.

II. SCOPE OF THE STUDY

This study helps in finding out the satisfaction of most important resource that is human
resource in Kotak Mahindra Bank.

 This also helps in finding the effect ness of human resource policies in organization.

 The study provides knowledge of various products& investment services of Kotak

Mahindra Bank

 The study helps to learn of work culture of organization.

 The study of also helps to learn what as the various benefits available to the advisor
in an organization.

 The study also helps the company to be aware of important that it’s has to make in its
incentives plan.
APPENDICES
 i. REFERENCES

There was immense need and flow of the information while conducting the analysis
as well as while writing the thesis report, which was gathered through various sources
mentioned below:

 Various Magazines and Newspapers such as

Outlook
Financial Times
The Economic Times
The Times of India
The Hindustan Times

 Other References
Questionnaires, Journals, Broachers and various other documents gathered
and collected from bank and various other sources such as ATM centers and
associates.

 Internet
www. Kotak.MahindraBank.com
www. KotakMahindraBank.co.in
www.google.com
www.economictimes.com

Books

 Research methodology, Dr. Rita Jain

 Research methods, Ram Ahuja
 Human Resource Management, Dr. G.S. Sudha
 Human Resource Management, Mehta & Upadhyay
 Research Methodology and Advanced Business Statistics, R S Khandelwal, B L
Gupta, K S Mathur