ASSESSING THE SATISFACTION

OF CUSTOMERS WITH THE

QUALITY OF PRODUCT AND
SERVICES PROVIDED, BY KOTAK
MAHINDRA BANK
By Aman Kumar
010112010

MARKET CAPITALISATION
is 70497 cr
In pursuit of an PGPM degree, summer
internship is a critical component of the
entire package. IMRB International has
given us the opportunity to gain
invaluable experience under the
guidance of Mr.Rajarshi Ray (Field
Manager). On behalf of Kotak Mahindra
Bank, we assessed the satisfaction level
of customers pertaining to the service
provided by Kotak Mahindra Bank.

Kotak Mahindra Bank is an Indian bank
and financial service firm established in
1985 by Uday Kotak. Kotak Mahindra
Bank offers complete retail financial
solutions for varied customer
requirements. They offer various savings
accounts and also offer loan products
such as Home Loans, Personal Loans,
Commercial Vehicle Loans, etc.



RESEARCH OBJECTIVE

We are assessing the satisfaction of
customers across the country
holding Privy League savings /
current account of Kotak Mahindra
Bank.

METHODOLOGY
SAMPLE FRAME:-
Customers in Kolkata and outside Kolkata.

SAMPLE SIZE:-
30 Respondents are asked.

SAMPLE PROCESS:-
Quota sampling process was adopted.

SURVEY INSTRUMENTS:-
Survey form was provided by Kotak Mahindra Bank.

MODE OF DATA COLLECTION:-
Prior appointments with the respondents through telephonic conversations and went to
their Office, Factory and Residences at their convenient timings. The survey was a face to
face survey.

DATA ANALYSIS:-
The data was analysed based on descriptive statistics e.g., mean and standard deviation
and frequency using MS Excel. It was ensured that there was no missing data.

FINDINGS

EXTREMELY
SATISFIED
4<=Feedback<=5
Account Opening Process
Overall Experience With ATM Service
SATISFIED
3<=Feedback<4
Fees and Service Charges
Quality Of Savings and Current Account
Quality Of Account Statement
Quality Of Interaction with relationship Manager
Overall Experience at bank Branch
Overall Experience with Internet Banking
NEITHER
SATISFIED NOR
DISSATISFIED
2<=Feedback<3
Features and Services
Value Received



DISSATISFIED
0<=Feedback<2
NOTHING
CONCLUSION

The factors which held Kotak Mahindra Bank to gain public confidence
are as follows:-
Overall quality of fees / services.
Overall quality of saving and current account.
Overall quality of account opening process.
Overall quality of account statement.
Overall quality of interaction with Relationship Manager.
Overall experiences at Bank Branch.
Overall experiences of customers interacting with the contact centre executive.
Overall experiences of customers with internet banking services.
Overall quality of Banks ATMs.
Overall quality of Complaints Resolution Process.
However there are two parameters on which Kotak Mahindra Bank is
slightly lacking behind to satisfy the customers. These are:-
Overall quality of Features/ Services.
Overall value received.
RECOMENDATIONS
To overcome problems of service and feature proper
services should be provided to the account holders
.And the features like ( Gifts, Cash Redemption on
points earn and welcome gift should be increase from
Rs. 5,000 to at least Rs. 10,000) should be improved.
A separate help desk for receiving the call of the
premium customers should be installed in the
branches.
A direct contact number of one of the executive
should be provided who can interact with customers.
. 80% of the respondent do not interact with Customer
Care Executive. So, it is the duty of the bank to contact them
at every interval of months to ask about their experiences and
whether they have any problems or not.


53.33% do not use Internet banking. So proper action
should be taken to inform them about the advantages of
internet banking and if necessary executives should be send to
teach them how to use.

66.70 % do not use ATMs service. So, proper action should
be taken to install ATMs at every corner so that the Privilege
customers can get ATMs service whenever they need it