~The Retail Banking in Current Account

At
KOTAK Mahindra bank limited


Think KOTAK Think Investment

A Major Project Report

Submitted in Partial IulIillment oI the requirement oI BBA(Gen) semester V
programme oI GGS Indraprastha University Delhi



Submitted by:
Ms. Pooja Negi
B.B.A. (Gen) Sem B
12612401709




DIRD, Nangli Poona, Delhi-36
AIIiliated to Guru Gobind Singh Indraprastha University
eclaration

I hereby declare that minor project report, entitled 'The Retail Banking in
Current Account at KOTAK Mahindra bank limited is based on my original
study & has been submitted earlier Ior any degree or diploma oI any institution /
university.

The work oI other author(s), whereas used, has been acknowledged at appropriate
place(s).






Candidate Signature:
Place : Name :
Date : Enrollment No. :




Countersigned:-
Name :Rima Alagh
(Supervisor)
(DIRD)
Preface

People have always regarded as important in managing organizations their
centrality has become sharper in today`s changing world. In the gathering oI Iacts
and data Ior my project on current account I had adopted diII. tech. & sampling
methods as I discussed in this report. On making the project report on Kotak
mahindra bank limited I had Iound & get experience on diII. products, policies &
customer relationship & various present and Iuture policies oI bank.

It was a great privilege and honor to have an opportunity to undertake summer
training at the KOTAK MAHINDRA BANK LIMITED, Delhi. I pay my sincere
thanks to Ms. Rima Alagh Ior guiding me in my summer training and giving me an
opportunity to work with the KOTAK MAHINDRA BANK LIMITED, Delhi, an
organization oI repute.

I am indebted to all the other member oI the sales team oI KOTAK Mahindra
Bank, Delhi Ior all the encouragement, inspiration and valuable suggestion made,
as and when required.

Last but not least I would like to extend my heartiest thanks to all those customers
whom I meet in concern oI this project.

To a great extent I am very thankIul to all Iriends Ior motivating me Ior this hard
work


POOJA NEGI
Table of Content
S.NO. TOPIC P.NO.
1. Introduction
Review of literature
Objective & Scope of Project
Methodology
imitations

2. Analysis & Interpretation

3. Conclusion / Recommendation

Biblography

Appendix














CHAPTER 1
INTRO&CTION












COMPANY PROFIE

ABO&T KOTAK MAHINRA BANK

KOTAK MAHINRA BANK is one oI India's leading Iinancial institutions,
oIIering complete Iinancial solutions that encompass every sphere oI liIe. From
commercial banking, to stock broking, to mutual Iunds, to liIe insurance, to
investment banking, the group caters to the Iinancial needs oI individuals and
corporate. The group has a net worth oI around Rs.1, 700 cores and employs over
4,000 employees in its various businesses. With a presence in 74 cities in India and
oIIices in New York, London, Dubai and Mauritius, it services a customer base oI
over 5, 00,000. KOTAK Mahindra has international partnerships with Goldman
Sachs (one oI the world's largest investment banks and brokerage Iirms), Ford
Credit (one oI the world's largest dedicated automobile Iinanciers) and Old Mutual
(a large insurance, banking and asset management conglomerate)
THE 1O&RNEY SO FAR...

















KOTAK MAHINRA is one oI the leading Iinancial companies oI India giving a
complete solution to every investment planning, that's why we say "1HIAK
IAJES1MEA1.1HIAK KO1AK". From commercial banking, to stock broking,
to mutual Iunds, to liIe insurance, to investment banking, the group caters to the
Iinancial needs oI individuals and corporate. The group has a net worth oI Rs. 2500
cores and employs around 6700 employees across its various businesses and has a
distribution network oI branches, Iranchisees, representative oIIices and satellite
oIIices across 250 cities and towns in India and oIIices at New York, London,
Dubai and Mauritius. The group services over 1.6 million customer accounts.
KOTAK MAHINRA has international partnerships with Goldman Sachs (one oI
the world's largest investment banks and brokerage Iirms) and Old Mutual (a large
insurance, banking and asset management conglomerate).


KOTAK MAHINRA is the Ilagship company oI the group. The company was
incorporated in 1985 and over the year has spread its business into the entire
spectrum oI Iinancial services, either directly or trough subsidiaries. In February
2003 the company was given the license to carry on banking business by the RBI.
It was the first company in India to covert into a bank.

The company has been in retail lending since mid 1990's, with the conversion into
a bank, retail liabilities, treasury and corporate banking segments have been added.


KEY GRO&P COMPANIES AN THEIR B&SINESSES KOTAK


KOTAK MAHINRA BANK T.: At KOTAK Mahindra Bank, we address
the entire spectrum oI Iinancial needs Ior individuals and corporates. From Retail
Finance to Equities, Mutual Funds to LiIe Insurance and Investment Banking, we
have the products, the experience, the experience, the inIrastructure and most
importantly the commitment to deliver pragmatic, end-to-end solutions that really
work.
Since the conversion oI the Iinance ltd. to bank ltd., the company has shown its
presence in Retail Liabilities and Branch Banking, Wealth Management, NRI
Services, Commercial Vehicles, Personal loans, Home Loans, Agriculture Finance
Division, Corporate Banking, Treasury.


KOTAK INVESTMENT BANKING - India's premier investment bank is a joint
venture between KOTAK Mahindra Bank (holding 75) and Goldman Sachs
(holding 25). It oIIers Iull service investment banking solutions to its clients by
combining the global reach and expertise oI Goldman Sachs and the local
knowledge and skills oI KOTAK Mahindra. KOTAK Investment
Banking identiIies structures and executives diverse transactions and provides
innovative solutions to Corporates and Government enterprises. Transactions
include mergers, acquisitions, divestitures and issuance debt and equity.


KOTAK INSTIT&TIONA EQ&ITIES: Iocuses on catering to the institutional
clients including Foreign Institutional Investors (FIIs), banks, MFs and Insurance
companies. In addition to providing broking services in the Cash segment and
Futures and Options segment. KOTAK`s research analysts were ranked amongst
top 3 analyst teams in Institutional Investor's 2004 All Asia rankings.


KOTAK SEC&RITIES: One oI the India's leading brokerage and securities
distribution house. It has been ranked the largest distributor oI Initial Public
oIIerings Ior 2003-2004 by Prime Database and has been awarded India's Best
Equity House Ior 2004 by Finance Asia, Best Broker in India Ior 2005 by Finance
Asia and Best Equities House in India Ior 2005 by Euro money. These medals
itselI tells the story so Iar oI this house.


KOTAK CAR FINANCE: During 2005, the KOTAK Mahindra group's
ownership in KOTAK Mahindra Prims Limited (KMPL) has gone up to 100
Iollowing the acquisition oI 40 stake held by Ford Credit International (FCI).
The primary business oI KMPL is to Iinance passenger cars, multi-utility vehicles
in India Ior retail customers and working capital and inIrastructure requirements oI
dealers. KMPL oIIers Iinance Ior both new as well as used cars.


KOTAK IFE INS&RANCE: KOTAK Mahindra Old Mutual LiIe Insurance ltd
(KOTAK LiIe Insurance) is a joint venture between KOTAK Mahindra bank ltd.
(holding 74) and OLD MUTUAL pl c.(holding 26).Old Mutual pl c,
is a UK based Iinancial services group with 158 years oI experience in Insurance
and banking, is a Fortune 500 company listed on the London stock exchange in the
FTSE 100 list oI companies


KOTAK M&T&A F&N: KOTAK Mahindra Asset Management Company
Limited, the asset manager Ior KOTAK Mutual Fund (KOTAK Mutual), was
established in 1998. Right Irom inception, KOTAK mutual has built a reputation as
an innovator. Among other things, it has given the Indian Mutual Fund industry its
Iirst Gilt Fund, Iirst multi-manager equity Fund oI Iunds, Iirst theme Iund
dedicated to globally competitive Indian companies, Iirst investor loyalty scheme
and Iirst SMS-based inIormation service. In both products and services, KOTAK
Mutual has led the way Ior the rest oI the industry.

CORPORATE IENTITY











VISION STATEMENT


1HE CLOBAL IADIAA FIAAACIAL SERJICES BRAAD: Our
customers will enjoy the beneIits oI dealing with a global Indian brand that
best understands their needs and delivers customized pragmatic solutions
across multiple platIorms. We will be a world-class Indian Iinancial service
group. Our technology and best practices will be benchmarked along
international lines while our understanding oI customers will be uniquely
Indian. We will be more than a repository oI our customers' saving. We, the
group, will be a single window to every Iinancial service in a customer's
universe.


1HE MOS1 PREFERRED EMPLOYER IA FIAAACIAL SERJICES: A
culture oI empowerment and a spirit oI enterprise attracts bright minds with
an entrepreneurial streak to join us and stay with us. Working with a home-
grown, proIessional-managed company, which has partnerships with
international leaders, gives our people a perspective that is universal as well
as unique.





1HE MOS1 1RUS1ED FIAAACIAL SERJICES COMPAAY: We will
create an ethos oI trust across all our constituents. Adhering to high
standards oI compliance and corporate governance will be an integral part oI
building trust.

JALUE CREA1IOA: Value creation rather than size alone will be our
business driver.

Without a sound and eIIective banking system in India it cannot have a healthy
economy. The banking system oI India should not only be hassle Iree but it should
be able to meet new challenges posed by the technology and any other external and
internal Iactors. For the past three decades India's banking system has several
outstanding achievements to its credit. The most striking is its extensive reach.
And this is not any regular change but the result oI the zest towards pace with
quality products and services. Indians are going global. This is one oI the main
reasons oI India's growth process.

The government's regular policy Ior Indian bank since 1969 has paid rich
dividends with the nationalization oI 14 major private banks oI India. Not long
ago, an account holder had to wait Ior hours at the bank counters Ior getting a draIt
or Ior withdrawing his own money. Today, he has a choice. Gone are days when
the most eIIicient bank transIerred money Irom one branch to other oI the day.
Now it is as simple as instant messaging or booking a movie ticket. As our current
scenario we always speaks oI &$TOMER A$ A KING, here he could bring bank
on his desk either by Internet or by home banking Iacilities by some oI
them.

The products and services oI today's Iinancial market is totally a mixture oI the
demand and changing scenario. As technology, which began as an enabler-
something that allowed banks to service customers 24X7 is now emerging as a
strategic lever in getting new customers and retaining them. It is not only creating a
new competition tool but also works with a lower per unit service cost which
always proves to be big problem Ior any company to implement a new strategy.
Now a days bank are moving with home banking Iacility; that is entire banking
relation at your desk. Some are charging Ior this and some are not. Although this
cannot be counted as a product but these kinds oI services are the only way with
which you can take an edge in this competitive market.

Banks going global -not only going into international business but also using latest
technological (analytical) tools at the back-end that enables them to slice and dice
data to improve services, spot new trends and acquire new
Customers.









The Iirst bank in India, though conservative, was established in 1786. From 1786
till today, the journey oI Indian Banking system can be segregated into three
distinct phases. They can categorized as

Early phase Irom 1786 to 1969 oI Indian Banks.

Nationalizations oI Indian Banks and up to 1991 prior to Indian banking
sector reIorms.

New phase oI Indian Banking System with the advent oI Indian Financial
& Banking Sector ReIorms aIter 1991.

The General Bank oI India was set up in the year 1786. The next came was Bank
oI Hindustan and Bengal Bank. The East India Company established Bank oI
Bengal (1809), Bank oI Bombay (1840) and Bank oI Madras (1843) as
independent units and called it Presidency Banks. These three banks were
amalgamated in 1920 and Imperial Bank oI Indian was established which started as
private shareholders banks, mostly Europeans shareholders. In 1865, Allahabad
Bank was established and Iirst time exclusively by Indian, Punjab National Bank
Ltd. was set up in 1894 with headquarters at Lahore. Between 1906 and 1913,
Bank oI India, Central Bank oI India, Bank oI Baroda, Canara Bank, Indian Bank
and Bank oI Mysore were set up.




Reserve Bank of India came in 1935: At the time oI Ireedom there were around
1100 banks, mostly small. To streamline the Iunctioning and activities oI
commercial banks, the Government oI India came up with The Banking
Companies Act, 1949 which was later changed to Banking Regulation Act 1949 as
per amending Act oI 1965. Reserve Bank oI Indian was vested with extensive
powers Ior the supervision oI banking in India as the Central Banking Authority. It
in 1955 nationalized Imperial Bank oI India with extensive banking Iacilities on a
large scale especially in rural and semi-urban areas. It Iormed State Bank oI India
to act as the principal agent oI RBI. In 1969 14 major commercial banks in the
country was nationalized. Second phase oI nationalizing Indian Banking Sector
ReIorm was carried out in 1980 with seven more banks. This step brought 80 oI
the banking segment in India under Government ownership.

AIter the liberalization oI banking practices in 1991 by Indian government the
country is Ilooded with Ioreign banks and their ATM stations. EIIorts are being put
to give a satisIactory service to customers. Phone banking and net banking is
introduced. The system now demands is 1IME AO1 MOAEY. Reason is very
simple being in competition more or less the products provided by diIIerent public
and private banks are same, the only diIIerence could be made by providing
services which suits individual customers, as each oI them demands diIIerent
things. The banks are providing a mix kind oI services or rather we could call them
"flexible servicing system".





Electronic trading platIorms have reduced the gap between completing the trade
and its Iinal settlement thereby reducing the 'trade and settlement risk'.
Globalization is another big driver oI change. In the past, Ioreign banks were the
Iirst choice oI those operating overseas. Indian banks have woken up to the
possibilities here. They are setting up representative oIIices, branches, even
acquiring banks, overseas. With a pick-up in exports and corporate India's rising
Iorays overseas, the scope Ior stepping up banks' oII-shore activities is widening.
They already compete with Citibank`s and HSBC global banks that have a strong
presence in India. But as the country integrates with the global economy and as its
share oI global trade grows Irom less than 1 at present, our banks will have to go
global.













Source: 'India's world banks' by Amit Tandon, Outlook Business, pg. 30, May 5,
2006
And www.google.com, www.rbi.com
IRECTORS OF KOTAK MAHINRA

Mr. K.M.GHERDA CHAIRMAN
Mr. UDAY KOTAK CHAIRMAN



EXEC&TIVE VICE CHAIRMAN AN M

Mr. ANAND MAHINDRA EXECUTIVE DIRECTOR
Mr. CYRIL SHROFF EXECUTIVE DIRECTOR
Mr. PRADEEP KOTAK EXECUTIVE DIRECTOR
Dr. SHANKAR ACHARYA EXECUTIVE DIRECTOR
Mr. SHIVAJI DAM EXECUTIVE DIRECTOR
Mr. C. JAYARAM EXECUTIVE DIRECTOR
Mr. DIPAK GUPTA EXECUTIVE DIRECTOR
Ms. BINA CHANDARANA EXECUTIVE DIRECTOR






EXEC&TIVE S&MMARY

AS we know that the banking industry in Iinancial sector. There are lots oI
opportunity and awareness to enhance the economy. There are many nationalized
and private bank are overcome with competition that who will the best service
provider bank in present era there cannot be any economic or Iinancial activities
without an institution like bank. A well structured systematic banking system is
needed Ior economic development bank promotes capital building and investment
the commercial bankers` oldest institutions having a widest network oI branches.
As my banking concern I got the experience in kotak Mahindra bank ltd. As trainee
Ior two month it is the part oI my BBA curriculum I work there as a sales
executive under the supervision oI team leader Ms. Reema. I aware with Irom
whole industry and its product how to sale & what I have to take an step Ior this as
my work proIile oI opening a/c I enjoyed and done well lead Ior the bank. As a
researcher I got many experiences we Ieel very better at KOTAK Mahindra Bank.
But some drawbacks were there.


The product charges were higher as compare to national bank it gives challenge to
convince the customer. In this bank customers are limited because are limited
because oI high charge Ior opening the a/c no. doubt bank has quick service have a
net banking , mobile banking. ATM advantage rather it is more expensive Ior the
middle class customer actually .



Review of iterature

THE KOTAK MAHINRA BANK was born in 1985 as KOTAK Capital
Management Finance Limited. UDAY KOTAK, Sidney A.A.PINTO and KOTAK
& Company promoted this company. Industrialists HARISH MAHINDRA and
ANAND MAHINDRA took a stake in 1986, and that's when the company changed
its name to KOTAK Mahindra Finance Limited.


1986 KOTAK Mahindra Finance Limited starts the activity oI Bill
Discounting.

1987 KOTAK Mahindra Finance Limited enters the Lease and Hire
Purchase market

1990 The Auto Finance division is started

1991 The Investment Banking Division is started. Takes over FICOM, one
oI India's

1992 Largest Iinancial retail marketing networks

1993 Enters the Funds Syndication sector


1994 Brokerage and Distribution businesses incorporated into a separate
company-KOTAK Securities. Investment banking division
incorporated into a separate company KOTAK Mahindra Capital
Company

1996 The Auto Finance Business is hived oII into a separate company
KOTAK Mahindra Prime Limited (Iormerly know KOTAK Mahindra
Primus Limited). KOTAK Mahindra takes a signiIicant stake in Ford
Credit KOTAK Mahindra Limited For Iinancing Ford vehicles. The
launch oI Matrix InIormation Services Limited marks the Group's
entry into inIormation distribution.

1997 Enters the mutual Iund market with the launch oI KOTAK Mahindra
Asset Management Company.

2000 KOTAK Mahindra ties up with Old Mutual plc. Ior the LiIe Insurance
business. KOTAK Securities launches its on-line broking site (now
www.kotaksecurities.com).Commencement oI private equity activity
through setting up oI KOTAK Mahindra Venture Capital Fund.

2001 Matrix sold to Friday Corporation, Launches Insurance Services.

2003 KOTAK Mahindra Finance Ltd. converts to a commercial bank-the
Iirst Indian comp to do so.

2004 Launches India Growth Fund, a private equity Iund.

2005 KOTAK Group realigns joint venture in Ford Credit; Buys KOTAK
Mahindra Prime (Iormerly known as KOTAK Mahindra Prime
Limited) and sells Ford credit KOTAK Mahindra. Launches a real
estate Iund.

2006 KOTAK Mahindra Bank has successIully raised approximately US$
100 million through issue oI 15,000,000 Global Depository Shares
(GDS).















Source: www.kotak.com, press release oI Mumbai, April 23, 2006:

ST&Y OF EXISTING AN POTENTIA C&STOMER
FOR (KMB.)


ORK 1ILL AO

Visited various hospitals in Delhi (For selling CASA ,Insurance)

Working on database provided by bank.

Handling customer query

Understanding and working on soItware maintained by KOTAK Bank Ior
updating the database oI various schemes.

Comparative analysis oI various products oIIered by KOTAK and other
banks.





Visited various hospitals & working on database provided by bank:

Presentation in the hospitals Ior the doctors. Then collecting their name and Iixed
up appointments, resolving their queries one on one regarding investment
opportunities and selling insurance schemes & current accounts.


These presentations were customized Ior the doctors who could explain the
beneIits oI opening the accounts with bank and speciIied investment advisory
which bank uses to provide Ior the doctors.

As this part oI the project was aimed to understand the Ieatures oI current account,
current accounts & various insurance schemes. Here we were given the experience
to convey what we have under stood about the product to the end customer. For
this, we have chosen doctors as a segment to be tapped Ior current accounts.











hy we have chosen doctors?

Banking is a long-term relationship between customers and the bankers. As the
doctors don`t have time and being a stable and upgrading proIession we aim them
as our potential clients Ior Iuture. We help them in their investment decisions.

Then we started on a directory oI doctors and hospitals. I have prepared a
presentation on the salient Ieatures oI the products. Bank has made a special oIIer
oI zero balance to the doctors.

Now I have started tele-calling and Iixing up appointments with doctors. Initially
one oI the executives accompanied on Iew calls.

Handling customer query

I used to handle customer query both at oIIice as well as Iield I also spent some
time at reception at oIIice where I had to answer their query regarding investment
and other things as well as while doing my Iield work I came across various query
which I have already explained above.







&nderstanding software maintained by KOTAK
MAHINRA BANK for updating the database of various
schemes.

I have also got the knowledge oI soItware and database maintained by KOTAK
MAHINDRA BANK which was helping us in answering customer query, knowing
the current status oI diIIerent Iund schemes and market condition oI diIIerent
schemes.

















RETAI BANKING


The essential Iunction oI a bank is to provide services related to the storing oI
value and the extending credit. The evolution oI banking dates back to the earliest
writing, and continues in the present where a bank is a Iinancial institution that
provides banking and other Iinancial services.


$ervices typically offered by banks:

Although the type oI services oIIered by a bank depends upon the type oI bank and
the country, services provided usually include:

Directly take deposits Irom the general public and issue checking and
savings accounts

Lend out money to companies and individuals (see moneylender)

Cash checks.

Facilitate money transactions such as wire transIers and cashiers checks


Issue credit cards, ATM, and debit cards.

Online banking.

Storage oI valuables, particularly in a saIe deposit box

The Product Profile-An Overview

No matter what ones banking needs are, KOTAK Mahindra Bank has an oIIer that
is just right Ior him\her. KOTAK current accounts oIIer the customers attractive
returns with personalized banking services. It has a variety oI products to oIIer,
KOTAK Edge current Account, KOTAK Pro Savings Account and KOTAK Ace
current Account. Each product is Ieature packed ranging Irom Free Home Banking,
Free Access to 6000 ATM, Free DDs, and Free At -Par Cheque Facility to Free
Trading Account & Free Demat Account. They can choose the one that suits them
the most and meet their requirements.








PRO&CTS

There are three product Ieature oI current account in Kotak Mahindra bank

1. KOTAK Edge Current Account

2. KOTAK Pro Current Account

3. KOTAK Ace Current Account


Features of current account

Feature ace Pro edge
Account Average quarterly
balance
250k 50k 25k
Investment account Free Free Free
Additional saving
account
3 nova SA 1novaSA Nil
Remittances 2-way sweep 500k 100k 50k

DDs/Bc Ior branch
location
Free
unlimited
Free
unlimited
Free unlimited
Non branch
location
300k 50k Charged
Collection Cheque collection
Ior branch location
Iree Iree 2.5/1000
Cheque collection
Ior non branch
location
1/1000 2.5/1000 2.5/1000
Services Home banking Iree Iree charged


At home service Free Free charged

Cards Debit card Free 1
st

year
Free 1
st

year
Free 1
st

Year
Visa domestic Free Free Charged
Visa international Free Charged charged
Cheque book Cheque
Book
Free Free 2. per leaI
At-par Cheque
book
Free Free 4 per leaI
Facilities Demat account
opening
Free Free Free







KOTAK Pro Current Account : Features


KEY BENEFITS

-Attractive Returns

-Business Advantages

-Pro Privileges

-Convenience Banking


You need a well equipped bank account to keep pace with you in the ever changing
business scenario. We oIIer you the KOTAK Pro Current Account, armed with
KOTAK 2-Way Sweep, as well as an entire gamut oI Banking Privileges and
user-Iriendly` Convenience Banking Iacilities. The Ieature rich KOTAK Pro
Current Account is the ideal way to make your money work harder.







A11RAC1IJE RE1URAS

Your KOTAK Pro Current Account combines liquidity oI a Current Account with
the attractive returns oI a Term Deposit through the unique KOTAK 2-Way Sweep
beneIit.


BUSIAESS ADJAA1ACES

The host oI Ieatures oIIered by your KOTAK Pro Current Account makes your
money work to your advantage while oIIering you a convenient Banking
experience.

Free emand rafts

Avail Demand DraIts, Iree oI cost, payable at any location in India, up to a per-
speciIied limit, just by calling our Phone Banking Service.


Free Home Banking

For Iree` Cheque pick-up, dial our Phone Banking Service and enjoy a time
saving banking experience Irom the comIort oI your home or oIIice. You can also
use this Iacility Ior cash/demand draIt delivery and cash pick-up Free At-par
Cheque.

KOTAK Mahindra Bank's At-par Cheque are treated as local clearing` Cheque
across select locations in the country. The At-par Cheque Iacility comes to you
Iree` oI charge. You can now save DD making charges while enjoying the
convenience oI a Cheque!


Electronic Fund Transfer

Cheque TransIer Iunds to third party accounts in other banks, without drawing a
Demand DraIt or a Cheque, by using our Electronic Fund TransIer Iacility. With
this Iacility you can save on Demand DraIt making/couriering charges and also
transIer Iunds Iaster!


Free Cheque Collection

Outstation Cheque, drawn on any oI our branch locations, would be collected Iree
oI charge` Ior you. Only a nominal charge is levied Ior non-branch locations.








PRO PRIVIEGES

Your KOTAK Pro Current Account comes to you with special privileges that
provide an extra Iillip to your Banking experience.

Family Savings Account

The KOTAK Pro Current package entitles you to a Iree` Family Savings Account.
This account comes to you with a host oI beneIits like KOTAK 2-Way Sweep, At-
par Cheque Iacility and other beneIicial account Ieatures. So now even your dear
ones can enjoy banking the KOTAK way`!


Free Cheque Pick-up:

You can now avail the added beneIit oI a Iree` Cheque pick-up service. This
service enables you to have Cheque and documents picked up Irom your doorstep
on a daily basis, helping you to devote more time and energy to your business.


Free At-Home Services

This service enables you to make your Utility Bill payments like electricity,
telephone and mobile phone bills and also get document delivery and pick-up Irom
the bank. This Iacility, brought to you by Les Concierge, is available at select
cities, and comes to you absolutely Iree`!
CONVENIENCE BANKING

A host oI Convenience Banking Iacilities allow you to access your account
anytime, anywhere.


Global ebit Card

Access your account Iree oI cost` at all VISA ATM in India by using your Global
Debit Card. You can also use your Debit Card at all VISA aIIiliated merchant
establishments and ATM worldwide.


Phone Banking

Dial our 24 hour Toll Free number 1800 116022 (North India) OR 1800 226022
(Rest oI India) Irom anywhere and our customer Care OIIicer will help you
instantly with your banking requirements.


Net Banking

Log on to www.kotak.com to use our Net Banking Iacility. Take advantage oI the
Internet to bank Irom home, oIIice or anywhere in the world.


Mobile Banking & Alerts

Use this service to access your bank account anywhere, anytime! It is quick and
easy, available to you 24X7 and it`s absolutely Iree! You don`t have to pay any
charge to avail this service. You can use Mobile Banking to check account balance,
last 3 transaction details, issued Cheque status and request a Cheque book. You can
use Alerts Service to get Alerts by SMS and / or email whenever a debit or credit
greater than Rs. 1 lakh happens to your account, your balance Ialls below the
Average Quarterly Balance or a Standing Instruction set by you Iails or you can
even ask Ior your account balance to be sent to you on a weekly basis.

















CREATING BANKING HISTORY

Established in 1984, The KOTAK Mahindra group has long been one oI India's
most reputed Iinancial organizations. In February 2003, KOTAK Mahindra
Finance ltd. the group's Flagship Company was given the license to carry on
banking business by the Reserve Bank oI India (RBI). The approval creates
banking history since KOTAK Mahindra Finance Ltd. is the Iirst company in India
to convert to a bank.


THE COMPETE BANK


A license authorizing the bank to carry on banking business has been obtained
Irom the Reserve Bank oI India in terms oI Section 22 iI the Banking Regulation
Act, 1949. It must be distinctly understood, however, that in issuing the license, the
RBI does not undertake any responsibility Ior the Iinancial soundness oI the bank
or the correctness oI any oI the statements made or opinion expressed in this
connection.


Retail Liabilities and Branch Banking: KOTAK Mahindra Bank addresses
the entire spectrum oI Iinancial needs Ior Individuals and Corporate. From
savings account and current account, to Demat. Services, Investment
advisory Services, Trade Finance Services, and Forex and Remittances, the
bank oIIers it all What diIIerentiates and the Bank's regular Banking
Products are our value-added beneIits like Iree access at any VISA ATM,
Free cash delivery at home, 2-way sweep into Mutual Fund & Term Deposit,
Utility Bill payment Facility etc. The bank introduced online shopping
during the current year. As on September 30, 2005, KOTAK Mahindra Bank
had 44 Iull Iledged bank branches across 25 locations in India.

Wealth Management: As a Bank, our objective is to help individual manage
and better their Net Worth. Hence, within KOTAK Mahindra.

Bank; there is a team oI dedicated proIessionals catering to the Iinancial
requirements oI High Net-Worth Individuals.

NRI Services: KOTAK Mahindra Bank oIIers a diverse set oI NRI-centric
Iinancial solutions including, investments, remittances, and deposits.
KOTAK stands with a diIIerence like at-par Cheque, at home services
(utility bill payment and document delivery in India), Iree Inward Iunds, and
mandate Iacility etc. including NRE/NRO/FCNR accounts.

Commercial Vehicles: This constitutes the largest part oI the Bank's retail
advances portIolio servicing a customer base oI more than 50,000
customers. The division is moving towards becoming one stop shop Ior all
Iinancing needs oI transporters.

Personal loans: KOTAK quick easy loans are called "Jaldi loans" which
range Irom Rs. 50000 to Rs. 1000000 Ior salaried individuals, selI-employed
proIessional and businessmen. Jaldi Loans oIIers minimal paperwork and
quick processing within 24 working hours Ior salaried and 72 working hours
Ior selI employed proIessionals and business) with repayment tenures
ranging Irom 12 to 48 months.


Home Loans: The Bank now has a complete suite oI home Iinance products
which includes home loans, loan against property, balance transIer loans and
loans Ior commercial property


Agriculture Finance Division: The agriculture Iinance division was launched
in August 2003, to meet the priority sector advance target oI the Bank. The
products launched Ior cropping activities & to high tech and scientiIic
agricultural projects, working capital loans to dealers and distributors oI
agricultural inputs and loans to Iarmers engaged in providing inputs under
contract Iarming arrangements to large corporate & direct loans to Corporate
engaged in agriculture activities.


Corporate Banking: KOTAK Mahindra Bank oIIers Corporate and
institutions a complete range oI client-centric banking solutions and
services. These include working capital, trade services, transaction banking,
money market and Ioreign exchange services and cash management

Treasury: The current liberal policy in conducting the Forex business opened
up a gateway to new opportunities to both individuals and corporate clients

Objectives

To provide the inIormation regarding various competitors.

To study the various Iunctioning`s oI banks.

To study the diIIerent products oI banks.

To judge the customer satisIaction regarding their banks.


"1he vice-chairman of KO1AK Mahindra Bank Limited says "It is survival of
the fittest '

The industry as per the Iigures available is not less than Rs. 5500 cores only Irom
the Ioreign countries and think iI talk oI the entire Iunds Irom internal as well as
external sources. Marketing oI the brand new product keeping in mind the risk and
keeping patience at the same time was a great experience. The product no doubt
was available in the market oIIered by all the banks in India. But convincing the
Customers is not an easy task. Also time taken by them was too much.

But aIter the completion it is great to pen down this report and regaining the entire
period oI the project and the work done which has been shared with the reader in
the report. Thank you Ior giving time.


SOT ANAYSIS OF KOTAK MAHINRA BANK


1 . STRENGTHS

ProIessional management

Strong technology,

Well capitalized,

Comprehensive cash management system

Total Deposits Rs15, 645crore

Net Advances Rs16, 625crore


2. EAKNESS


Latecomers

Less Promotional Activities


3. OPPORT&NITIES

Have best services & product compare to other bank


4. THREATS

Capital Market slow-down

Other better Saving Facility by other Competitor

Rising Rates











RESEARCH METHOOOGY

The target was very simple we have to Iirst target NON GOVERNMENT
ORGANIZATIONS, Ior the product oI our bank. the retail marketing oI current
account in Delhi city.

1. For this we had no data initially so we straight away took help oI Yellow
Pages oI the Delhi City.

2. Secondly we collected FCRA list Irom the Internet.


3. We also collected list oI educational institute oI Delhi City.


Getting the list oI people who use current account Irom yellow pages and Internet
was not enough Ior us. So we go Ior the survey oI 50 people by direct marketing.
To know about their attitude towards your banking.








OPERA1IOA OA 1HE LIS1 COLLEC1ED:

The list collected was not small. We divided the whole list area wise Iirst and then
started work on it. We stepped Iorward as Iollows:

1) Phone alling: This was the Iirst step which we Iollowed the reason is very
simple the KOTAK Mahindra Bank has built a working culture Ior which it is
Iamous and that is way oI doing business.

We proposed our product on phone with also knowing their present banking
relationships. This not only gave the customers the initial knowledge oI our bank
and product but also we got to know what presently he is doing, what is there
banking size (yearly turnover), are they satisIied with the present banking
relationship with other banks.

Phone calls proved to very important Ior us because taking appointment is like Iirst
impression oI the bank in Iront oI the customers. Since we know that is this the
best media to know whether the person is willing to be a part oI our banking.
The important thing we kept in mind were two things Iirstly try to Iind what a
customer is most Iocused on like only on Demand DraIt Irom the bank or Cash
Transaction, Interest etc. and secondly time spent on each call.





We more tried on taking appointment by explaining our planning very precisely
and correctly. Because talking Iace to Iace means you can convince him more
easily rather than on phone.

One more we had to keep in mind was over tone and language. As there were
people who were more comIortable talking with us in regional language and some
were more comIortable in English. So we had to be prepared in Hindi, English and
Rajasthani.

Phone calls also made us to cross check the exact address oI the customers. We
made a Ilexible arrangement to work area wise so to save cost oI conveyance.

2) Post Appointment Preparations: AIter taking the appointment we did our
home work that is we prepared a written proposal Ior the customer on the letter-
head oI the KOTAK Mahindra Bank so that iI we enter the oIIice oI customer we
are Iully prepared to take any responsibility oI the bank. The written proposal
made the diIIerence between KOTAK Mahindra Bank Ltd. and other banks. The
written proposal was a letter containing an introduction to KOTAK Mahindra Bank
an attached with all the Iacilities oIIered by the bank to the associations.

3) Group appointment and Personal appointment: The customers no doubt
work on the principle oI no proIit no loss. But Ior the bank they are high league
customer as the Iund once deposited in the bank are withdrawn back in small
amount so a large contribution in the calculation oI the net worth oI the bank. So it
is best to talk each oI them separately and convince them individually.

Also the need oI each customer is diIIerent and needs to be treated separately. So
the whole process oI the selling our product could be explained by the Iollowing
steps.

A} Prospecting and Qualifying: That we had discussed that by collecting the
data oI prospective customers. The prospective customer can also be known by the
current appointments.

B} Reproach. The step taken by us to know more and more about the
CUSTOMER and its working. Its current bank account and its goodwill by the
general inquiry or general inIormation. II not collected then also it doesn't make
much diIIerence.

C} Approach. The step in the selling process in which the salesperson meets
and greets the buyer to get the relationship oII oI a good start. The starting lines oI
our meeting were like "we believe what ever we will discuss in the next Iew
minutes will deIinitely beneIicial Ior your organization". This kind oI practical
application is only possible by very good marketing person. It's like positive sign
in the starting oI the meetings.

D} Presentation and Demonstration. The step in the selling process in which the
salesperson tells the product "story" to the buyer, showing how the product will
make or save the money Ior the buyer. Since our product was more like that only
that is how the associations can save money using our banking relationship.


E} Handling Obfections: The step in the selling process in which the salesperson
seeks out, clariIies and overcomes customer objections to buying. The directors
and secretaries oI the associations asked lot oI queries about the proIitability oI our
product and we had to answer and we had to answer them and convince them at
each and every step oI the meeting and satisIy them.

F} losing. The last but one, step was asking the order Irom the customer. Here
the decision taker is not a single person but the whole boards oI directors oI the
society so it is not true to say that we got an account oI the association at the Iirst
meeting.

G} Follow-up. The last step was usually taking time Ior the Iollow-up Ior the
next meeting and it was not less than a week Ior any CUSTOMER and that was
due to their next meeting. We use to collect the order in the next meeting or so on.

Source: As taken help Irom Principles oI Marketing, by Philip Kotler and Gary
Armstrong, Pg. 496-497, personal selling and sales management.








IMITATIONS

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

Time constraint.
Biases and non-cooperation oI the respondents.
Financial constraint.
Geographical selectivity in study limiting to Delhi city only.
People are not interested in giving personal opinion.










CHAPTER 2.
ANNAYSIS & INTERPRETATION






Survey Conducted on 50 Respondents

E &RATION ITH BANK



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

Less than 6 months
3%
6 months to 1 year
30%
1 to 2 years
50%
Over 2 years
17%
DURATION WITH BANK
Out oI the total respondents only 3 have been with the Bank Ior less than 6
months, the rest 97 have had the opportunity to know about the strengths and
weaknesses oI the Bank.

Another inIerence that we can draw Irom this study is that couple oI years the
Bank has been actively acquiring new customers as Irom the survey we can see
that about 80 oI the customers have opened their accounts during the past two
years. The reason Ior 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
oIIer in comparison to competing Banks.

Another reason could be that the customer base oI the Bank has increased due to
sheer word oI mouth oI the Banks millions oI satisIied customers.














E REASON FOR CHOOSING BANK


II the Bank could get to know oI that very compelling Iactor that convinced the
customer to open the account then the Bank could use this in its Iavor to attract
more customers.

From the study conducted the Iactor which has come out strongest in this regards is
the 'Other Reasons getting 44 oI the responses, going deeper into this response
by asking the respondent what is the Iactor they include in this Other Reasons is
that most people are not the deciding Iactor when they 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.



34%
6%
0%
16%
44%
REASON FOR CHOOSING BANK
#ecommendedby Family/Friend
Brand Name/#eputation of bank
Advertisement
Branch near Office/#esidence
Other #easons
E MOST FREQ&ENT POINT OF INTERACTION ITH THE BANK



The Banks are very interested to know the most popular Point of Interaction with
the Bank as iI the Bank is lacking in one oI these steps can be taken to make the
situation better.


From the study we can see more than halI (more than 50) oI the total
respondents Ieel that they interact most with the Bank with the help oI ATM.
Hence the importance oI ATM cannot be overstated.
16
26
6
0
2
0
0
3
10
13
20
23
30
vlslL 8ranch A1M hone 8anklng urop 8ox lnLerneL 8anklng uoor SLep
MCS1 IkLULN1 CIN1 CI IN1LkAC1ICN

The Second most popular point oI interaction that arises Irom the study is the
Branch with 32 oI the respondents Iavoring this option. Kotak Mahindra Bank is
unique in an aspect that it Iollows the ~Any Branch Banking wherein the
Account holder can use any oI the Banks 156 Branches all over the country.

An aspect that customers really appreciate is the 24 hour Branches and the 365
ays Branches oI Kotak Mahindra Bank. The 24 Hour Branch oI Kotak Mahindra
Bank is located at sector 18 noida apart Irom these Branches in Mumbai and other
cities in India.

Kotak Mahindra Bank is the only Bank which has the Iacility oI a 24 Hour Branch.
As Ior a 365 Day Branch the only Bank having this Iacility apart Irom Kotak
Mahindra is UTIBank.

The third most Frequent Point oI Interaction is Phone Banking with 11.5 oI the
respondents Iavoring this medium. Phone Banking is one oI the new age Banking
techniques. It is in it`s inIancy 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 Ieeling when it comes to Phone
Banking as sometimes they do not Iind it as an eIIective alternate to traditional
Iorms oI Banking.



The Iorth most Frequent Point oI Interaction with the Bank is Internet Banking
with 4 oI the respondents Iavoring this medium. Internet Banking is the most
modern means oI Banking available to the customers but due to the general
perception that this medium is not saIe it is not used by many people.

In our study only 60 oI the total respondents have at least once used Internet
Banking.

The two options which were not Iavored by any respondents as the most Frequent
Point oI Interaction are rop Box Facility and oor Step Banking

















OVERA SATISFACTION EVE


Any service provider would want their customers to have a high Overall
SatisIaction 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 Iinding because this
shows the eIIort Kotak Bank puts in providing their customers a superior service
has not gone waste.



14
26
10
0 0
0
3
10
13
20
23
30
very SaLlsfled SomewhaL SaLlsfled nelLher SaLlsfled nor
ulssaLlsfled
SomewhaL ulssaLlsfled very ulssaLlsfled
CVLkALL SA1ISIAC1ICN LLVLL
More than halI oI the total respondents (52) say that they are somewhat satisIied
with the overall service oI 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 evel by the Account
holders

SATISFACTION EVE ITH BANK STAFF
15
23
10
2
0
0
5
10
15
20
25
Very Satisfied Somewhat
Satisfied
Neither Satisfied
nor Dissatisfied
Somewhat
Dissatisfied
Very Dissatisfied
SATISFACTION LEVEL WITH BANK STAFF
(Courtesy,QuaIified)

Banks are institutions which are backed up by a large amount oI capital; today`s
Banks are spending a huge amount oI money on technology, improvement in
inIrastructure, etc. But even today the most lasting impact about any Bank comes
Irom the customers experience with the Bank StaII.

Any paining experience can have a lasting impact on the mind oI the customer, this
can Iorce him to change Banks or even discourage others Irom joining the Bank.
Hence Banks should train their employees to maintain good relations and be
cooperative with the customers.

From the results oI the Iindings we can see that Kotak Mahindra Bank has been
successIul in marinating a high level oI customer satisIaction with the employees.
Only 4 oI the total respondents included in the study were dissatisfied.

The number oI respondents who were Very Satisfied represented 30 oI the total
respondents while those who were Somewhat Satisfied were 46 oI the total. The
respondents who were Neither Satisfied nor issatisfied are 20 oI the total.





SATISFACTION EVE ITH BANKING HO&RS
(10 am to 7 pm)


From the analysis oI the data that has been collected Irom Kotak Mahindra Bank
Account holders we can see that majority oI the respondents are satisIied with the
Average Banking Hours.

The respondents who are Somewhat SatisIied with the Banking Hours consist oI
44 oI the total, while 28 oI the total respondents studied say that they are Very
SatisIied. In all 72 oI the total respondents are satisIied with the Banking Hours
oI Kotak Mahindra Bank.
14
22
10
4
0
0
3
10
13
20
23
very SaLlsfled SomewhaL SaLlsfled nelLher SaLlsfled nor
ulssaLlsfled
SomewhaL ulssaLlsfled very ulssaLlsfled
SA1ISIAC1ICN LLVLL WI1n 8ANkING nCUkS (10 am to 7
pm)
The respondents who are neither SatisIied nor DissatisIied consist oI 20 oI total
number studied, while 8 oI the respondents are somewhat dissatisIied.


THE RES&TS OF A GENERA S&RVEY HICH AS
CON&CTE ON 10 IFFERENT BANKS IS AS FOOS

BANKS ST&IE




20 20
10 10 10 10 10
3 3 3
0
3
10
13
20
23
8ANkS S1UDILD
This study involved mainly Banks operating in the Private Sector, there
are some Banks Irom the Public Sector but these are at a relatively lower
proportion.

The Private Bank include both Indian and Foreign Banks, the Indian Banks
included ICICI Bank, HDFC Bank While the Foreign Banks apart Irom Kotak
Mahindra Bank studied included CITIBANK, HSBC, ABN Amro.

The Government Banks included most noticeably State Bank oI India (India`s
Oldest and largest commercial Bank) , Bank oI Baroda , apart Irom other Banks.

MOST IMPORTANT Q&AITY IN A BANK

fficient service
62%
Courteous Staff
26%
ATM
12%
Dcor of Bank
0%
OST I!ORTANTANT QUALITY IN A BANK
From the survey oI more than hundred respondents belonging to diIIerent Banks
we can to the conclusion that Efficient Service offered by Banks is considered
most important by account holders , 62 oI the respondents Ielt that the Bank
should concentrate more on this service aspect.

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

But in the minds oI the respondents it is very important that the StaII the Bank
employs should be cooperative, courteous and qualiIied to solve the various
problems oI the Account holders. The percentage oI respondents Iavoring StaII
quality as most important was 26 oI the entire sample size.

The most Irequent point oI interaction with the Bank is ATM Iacility, the Account
holders whether in Private/Foreign sector or the Government sector have been
provided with ATM Iacility by their respective Banks. To judge the perIormance
level oI any Bank today it is crucial that the ATM service oI the Bank be studied,
this includes not only the number oI ATM machines installed by the Bank , but
also how technologically advanced the machines are (number oI transaction that
can be done with the ATM Facility), the eIIort Bank undertakes to maintain the
machines and also the overall experience oI the Account holder with the service.
The percentage oI respondent considering the ATM service as most important
were 12 of the total sample size.

But Irom the respondents who were questioned none of them said that the
Fcor/Ambience of the Bank Branch was most important. On Iurther
Questioning it was revealed that they did want well-maintained Branches/Other
Bank Interaction points but this was not the most important aspect.


PRIVATE BANKS PROVIE S&PERIOR SERVICES
COMPARE TO GOVERNMENT BANKS?

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

es
79%
N o
21%
!RIVATE BANKS !ROVIDE SU!ERIOR SERVICES AS
CO!ARED TO GOVERNENT BANKS ?
The most important Iindings would come Irom the group oI 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 oIIered by the Banks.

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

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

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

Another major diIIerence that comes to most oI the respondents minds when
comparing the Private and Government sector Banks is the StaII Attitude towards
the customers. Sure Private sector Bank Account holders have had problems
dealing with Bank StaII, but they still Ieel it is much better than how Government
employees behave. These Government employees show as iI they are doing a
Iavoring on the customer when they do their job.

Private sector Bank customers are oIIered many Ireebies and incentives to remain
with the Bank, or try new products oI the Bank. This is never the case with
Government Banks.

Overall the result oI 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.

O C&STOMER HAVING C&RRENT ACCO&NT.

Banks HDFC ICIC
I
CITI IDB
I
KOTA
K
GOVT.BANK
23 16 5 13 1 2 31












INTERPRETATION:- in the survey oI 50 people I Iound that 23 oI them
having current acc. In hdIc. , 16 ,5 ,13,12 or 31 have their accounts in
icici, citi, idbi, Kotak, and govt .bank respectively




Bank
0
5
10
15
20
25
30
35
hdfc icici citi idbi kotak govt
bank
current acc.bank
N
o

o
f

p
e
o
p
I
e

o
u
t

o
f

h
u
n
d
r
e
d
O C&STOMER RESPONSE IN FREE EMAN RAFT FACIITY.

(A) YES (B) NO












INTERPRETATION:- in the survey oI 50 people I Iound that 75
got Iree D.D. Iacility and 25 oI them do not avail this Iacility.










yes
75%
no
25%
O C&STOMER INTREST IN C&RRENT ACCO&NT.

(A) YES 15 (B) NO 85











Interest on current account


INTERPRETATION:- in the survey oI 50 people I Iound that 15 oI people
were interested in c. acc. And rests 85 were not interested in opening current
acc.







0
10
20
30
40
50
60
70
80
yes no
Series1

O BANK PROVIES YO& FREE AT-PAR-CHEQ&E BOOK.

Category`s No oI people
Yes 30( kotak, HSBCs stan.c)
No 70 (icici, hdIc, govt bank)














Free at-par cheque book


INTERPRETATION:- in the survey oI 50 people I Iound that 85 people get Iree
at-par cheque book and these were customer oI Kotak, hsbc, stanc.
And rest 15 don`t get Iree at-par cheque book and these were customer oI icici,
hdIc, govt bank.

0
10
20
30
40
50
60
70
80
90
1 2
yes kotak,hsbc,
stanc
no icici,hdfc,govt
banks

O BANK PROVIE FREE HOME BANKING.

Banks Kotak HdIc Govt
banks
stan.c HSBC ICICI
29 14 4 22 25 6


INTERPRETATION:- in the survey oI 50 people I Iound that 29, 25 22,
14, 6 4 respectively were using Iree home banking oI bank Kotak, hsbc,
stan.c., hsIc. Icici. Govt banks. Respectively.





home banking
icici
6%
hdfc
14%
govt banks
4%
kotak
29%
hsbc
25%
stan.c
22%
icici
0%
hdfc
0%
govt banks
0%
kotak
0%
hsbc
0%
stan.c
0%

O COMS&MER RESPONSE IN FRE EMAT ACCO&NT.

CATEGORIES NO OF RESPOND
YES 85
NO 20
May be 15




INTERPRETATION:- in the survey oI 50 people I Iound that 55 people were
having demat account. And 20 oI people don`t have demat account, and 25
people don`t know or iI know not willing to invest,



demat account response
55
20
25
0
10
20
30
40
50
60
yes no partially
p
e
o
p
I
e

Series1

O BANK PROVIING YO& A FREE EECTRONIC F&N
TRANSFER.


CATEGORIES NO OF RESPOND
YES 60
NO 40



INTERPRETATION:- in the survey oI 50 people I Iound that 60 oI them were
availing Iree electronic Iund transIer services, 40 were un aware oI this service.

0
10
20
30
40
50
60
70
S NO
Series1

O CONS&MER RESPONSE IN GOBA VISA EBIT CAR.

CATEGORIES NO OF RESPOND
YES 61
NO 22
May be 17




INTERPRETATION:- in the survey oI 50 people I Iound that 61 have got Iree
global visa debit card Irom their respective banks, 22 were unaware oI this
service, and 17 were partially used this service.

number of peopIe
YES
61%
NO
22%
ay be
17%
S
NO
May be
PRINCIPES OF C&STOMER SERVICE IN BANKING


1. By satisIying our clients' business objectives we satisIy our own
proIessional and personal objectives.

2. We want our client to regard KOTAK Mahindra as their partner oI choice
time aIter time.


3. SatisIied clients become engaged clients when they trust us, bond us and
Ieel a sense oI pride through an association with us

4. Engaged client Iorms a signiIicant source oI continued and imp0roved
growth.


5. An engaged client will actively sell our bank products and services to other.

6. Engaged client Iorms a sound commercial Ioundation Ior KOTAK
Mahindra Bank's Iuture.


7. Don't keep good news to yourselI inIorm the client oI every success.

8. Give every client a reason to trust KOTAK Mahindra Bank.
9. Do what you said; you could do it, when you said you would do it.

10. Ensure all communications are reviewed beIore being set to a client.

11. Promote the advantage oI KOTAK Mahindra Bank and our products and
not just the Ieatures.

12. Understand how the world looks Irom the clients' point oI view.
















CHAPTER 3.
CONC&SION
&
RECOMMENATION












CONC&SION

During the survey I Iound the reason oI one important question that why customers
are changing their opening current account behavior towards. KOTAK
MAHINDRA BANK LTD. Some important interpretations are here.


1. The Iirst preIerence is opening a current / saving account in govt bank
because mostly consumers don`t want to believe and waste their time in
private bank.

2. The Iactor which is paying the leading role, Iacilities and services .mostly
consumers are govt. employees so they are more conscious towards Iacilities
and services.


3. When people go to opening a current account, the brand name oI kotak is not
on their minds.

4. People remember the advertisements oI ICICI and

5. HDFC more than the KOTAK` because oI advertisement oI ICICI and
HDFC. In market ICICI and HDFC have big hoarding and showrooms,
which attract the consumer and leave image on consumer`s mind.

6. KOTAK advertisements are not coming Irequently on both media electronic
and print media in comparison to other brands. So people easily Iorget this
brand because consumer`s memories are very short.


Here come the gems in hand. Whatever we do; we must do to learn and implement.
The Iollowing important things should be kept in mind Ior the Iuture.


1. Bank should more concentrate on its advertisement, since Ior making a big
brand name and sell your product people must remember the name oI
KOTAK as a Bank.

2. Bank should provide some short term loan Iacilities to Customers iI they
want to attain more customers as giving them helping hand will help us.

3. In Iuture who so ever is added in the team Ior the banking relation with the
TASC, the bank must train him/her Iully with the law controlling non
government organizations.

4. KOTAK must increase its number oI branches in the state.

5. KOTAK must Iorm a committee who should be responsible to cross check
the working oI its customers.



BIBIOGRAPHY

BOOKS:

1. PRINCIPLES OF MARKETING, BY PHILIP KOTLER

2. GARY ARMSTRONG, PRENTICE-HALL OF INDIA, 2000.


OTHER REFENCES :

Questionnaires, Journals, Broachers and various other documents gathered and
collected Irom bank



WEBSITES:

1. WWW.KOTAK.COM

2. WWW.GOOGLE.COM





S&RVERY FOR THE C&STOMER SATISFACTION
REATE TO BANKING REATIONSHIP IN 1AIP&R


1. IN WHICH BANK DO YOU HAVE YOUR CURRENT ACCOUNT?

HDFC CITI ICICI
IDBI GOVT. BANK


2. DOES YOUR BANK PROVIDE YOU A FREE DEMAND DRAFT
FACILITY?

0-5 5-10 10-20 20-30


3. DO YOU GET INTREST IN YOUR CURRENT ACCOUNT?

YES NO


4. IS YOUR BANK PROVIDING YOU FREE AT-PAR CHEQUES BOOK?

YES NO
IF NO WHAT CHARGES YOU PAY FOR LEAF?






5. DOES YOUR BANK PROVIDE YOU FREE HOME BANKING?

YES NO

6. ARE YOU SATISFIED WITH THE HOME BANKING FACILITY?

YES NO


7. WHAT CHARGES DO YOU PAY YEARLY OR MONTHLY?


8. IS YOUR BANK PROVIDING YOU FREE DEMAT ACCOUNT?

YES NO


9. IS YOUR BANK PROVIDING YOU FREE ELECTRONIC FUND
TRANSFER?

YES NO


10. DOES YOUR BANK PROVIDE YOU GLOBEL VISA DEBIT CARD?

YES NO